Package Delivery Delays

To Bill Brand,

I sent an email on your VIP email address and no response, very disappointing to say the least.

I agree. I placed my order 3 weeks in advance of guests coming. My guest are coming Monday so now I have to go out and purchase from the store what I already ordered. If I had known about delays in shipping, I would not have ordered since I needed the items by Nov 1.

Why are customers not warned on HSN website that the orders will not be shipped for weeks, so that customer can choose whether or not to continue with their orders? Why is there still a promise of 3 to 7 business days? That is giving false information to customers. Why are they so quick to charge you bank account? All this seem a bit dishonest to me.

My question is WHY would the changes be made during the Holiday shopping season?  Doesn’t make sense to me.

I cancelled my orders, but still have a “pending” Flex-Pay of $41.29, showing at my bank’s website.  It’s been pending for almost a week.  It should have dropped off by now, but it has NOT.

I have been quiet on all of this as I can wait for my items.  Still, that doesn’t exclude how this shipping incident was handled, or rather, mishandled.  And my comments are directed to Bill Brand and team, not our mods or CSR’s.

I work in IT.  We are not allowed to put something new into production UNLESS we have a backout plan.  Clearly this was not the case with the new equipment for the warehouse.  And yes, I read they tested it beforehand, and so would I for my changes, but things can go wrong when you move to production because you can never 100% simulate that environment.

I don’t see any evidence, of a disaster recovery plan, as this type of major change would require, otherwise it wouldn’t have taken a month for items to start to be shipped.

The other failure by HSN management, is not addressing the problem to their customers in a timely matter as is required by any failed implementation.  I think that, more than anything, for me at least, is what has bothered me the most about this debacle.  Management had the power and duty to mitigate this by putting a banner on the home page to let their customers know there would be shipping delays and make it easy for those customers who, for whatever reason, didn’t want to or couldn’t wait for their item, to be able to cancel it. HSN most certainly should not have held on to customer’s money when they knew it would be weeks before those items would ship.

Timely communication could have adverted a lot of the anger and frustration from your customers.  I just hope that HSN has learned from this.

I have been an HSN customer for years and have always been 100% satisfied with the customer service and product delivery time.  I feel that people should put things in perspective and give HSN some consideration and understanding that occasionally these things happen.  I appreciate the times over the years that HSN helped me resolve an issue and provided exceptional customer service.   I was very impressed with the phone call and emails I received from HSN apologizing for the service delays.   This in no way impacts my positive view of HSN.   I wish HSN and all the staff working so diligently to resolve this issue my good wishes.   Please know that there are customers that appreciate everything you do and only wish you the best as these issues are resolved.   With gratitude to all of you for your outstanding customer service over the years.

Okay…so, I have finally received two of my orders placed on the 8th, but there is still no sign of the last one even shipping yet. (136186****) I know that I called and attempted to cancel this order a week ago (or two?) and was told that I could not do so as it was already in packaging. However, I am asking again, can I please just cancel this order??? I’m over it already.

Also…I now have a question/issue with an order I placed on the 12th. This order *was* listed (after I placed it) as extended delivery, but the estimated delivery date on it is Oct. 28th. As that is two days from now and it still has not shipped yet either, I am wondering if it got sucked into the black hole of bad orders as well. Is there any way that this can be looked into? I would very much like to receive this item, but not if I am going to have to wait another month for it.(136300****)

Thank you.

I am so very happy to hear some of your have shipped! However mine is still sitting I see where they are selling more of the pink as it says back in stock! That’s the color I ordered yet mine is still in packaging. HSN you need to take care of your orders that are already placed before you take new ones! Thanks for letting me know I’m nothing!

I have 6 items in packaging.  I am debating asking to cancel 5 items, if they would even let me. 

I sent en email to the VIP address no problem.  I recieved a long winded email that doesn’t offer any answers or any compensation in Spendable Kash, like others have gotten.

No more shopping.  I just come here to check order status, delay my auto-ships and remove things from my Wish Liist.  No watching HSN.  No more saying how great hsn is on the qvc boards.

I am fine with waiting some extra time for my package. Life is too short to get really upset about something like this. Changing to a new software and a new system can be frustrating all around and unforseen things happen in addition to the learning curve for the people who have to work with it. The hard workers at HSN have my sympathy – I’ve been there.

I have no doubt that HSN is working hard to get this straightened out and that they are more stressed and upset about it than we are. I get that people really want their stuff, but am a bit surprised at how over the top upset some people are. We are not buying life saving medication. This is not a life threatening situation. Save your energy for events that really matter and put things in perspective. This situation is temporary and will be resolved shortly. If the delay is intolerable to you, then cancel the order and move on.

I am relatively new to HSN and haven’t bought too much stuff (yet!), but I am very happy with the customer support, the prices, and the products that I have bought here.

(And, no, I don’t work at HSN and don’t know anybody who does.)

Well I finally checked the status of my orders I placed on 10/05 and just got an email saying that they have been shipped.  

I called earlier this morning with the intent of cancelling the 5 orders i had placed and then reorder them again, thinking they would be processed/shipped faster. But after talking to the customer service rep, she told me that she talked to a few other customers and their orders were being shipped today and asked me if i cared to wait until later to and check back on the status of orders to see if they had been shipped. I’m glad I waited now.

I’ve noticed the kind comments directed toward HSN staff; Some of these comments made it easy to infer that by expressing disatisfaction that the unhappy among us were somehow attacking the staff.

I’ve not seen anything on the boards that could be seen as a personal attack on anyone.  I see people venting, which they should!  Where else are they going to do that? I say vent all you need to!  Everyone has been damaged by how upper management handled / is handling this mess.  It goes far beyond the delays.  It’s about keeping secrets and withholding important details and holding money hostage.  Anywhere else, this would be called lies and theft.

When we call in, the HSN reps and managers and supervisors have no choice but to follow their careful repeated scripts/phrases of ‘sorry for the inconvenience, we’re working hard to get your package out’… they’re not camp counselors and they’re PAID to and expect that from time to time someone is going to be unhappy and they do their best to make it better with the information they have, and yes, they should be thanked.  Thank you.

When my neighbor stole my sander and was caught on video, he wrote a letter to me, stating the obvious, in fact, he used the phrase ‘I’ve let you down’.. He never apologized, never truly accepted responsiblity for what he did, never explained why he did it when he could have simply asked me for it.  I can forgive him and wish God’s blessing on him, and I do, but I can do that AND hold him acocuntable at the same time.  He can be my neighbor and we’ll get along and speak, and I’ll continue to wish God’s blessings on him, but that doesn’t mean I’ll be giving him a key to my garage anytime soon.

HSN upper management stole my time, failed to deliver on time, concealed the issue from customers and employees as well (so far as I know) hoping no one would notice or worry about it, and then when confronted, they told a dozen difference stories, then wrote us an unapologetic letter stating the obvious, encouraging communication via an email, then fail to answer most of the emails sent to it.  Forgiveness comes with repentance, and I just don’t see any from them.  The staff are great for the most part and it’s not their fault.  But upper management… someone there lit a candle that’s burning away a lot of loyalty and trust.  Their strategy is to ignore everyone until they get tired of complaining, then come out the other end of this sewer pipe thinking they smell like roses and take credit for all the problems resolved.

I can forgive them and wish God’s blessing on them, but that doesn’t mean I’ll be giving them the keys to my bank account anytime soon.

HSN staff and moderators, thank you for tolerating all our whining, you are the real heroes here 🙂

What a nice letter from HSN President.

I think we all get caught up in our own every day problems and dont’ think about others far away.

I hope your workers get a day off soon!

My purchases were worth the wait. We were just spoiled by quick shipping in the past. And with Amazon and others 2 day shipping, we forgot what it was to wait!

God Bless all employees at HSN.

I also have items I ordered from the Football Fan Shop airing on 10/7. All the items I ordered all say in packaging. I also got the sorry for the delay email. I saw additional items on the Football show I liked today but decided against ordering since I’m worried it will take a long time to receive.

Are you going to refund the shipping on these orders now that it has been 10 days?