Package Delivery Delays

I have been waiting patiently for the craft day items so I can complete the cards that I’m making for a holiday bazaar for a charity. They are counting on me to bring in much needed money. I have given cards to this charity before. Usually I have beautiful ones fully completed well in advance of the date they’re needed. I am going to be really rushed to complete them. This is a stess I didn’t expect, nor need. I placed my order on October 5. It was a really large order and I was so happy that I’d have many new items. I’m truly disappointed.

YAY! Took a look at my order status and was so glad to see all my items ordered October 5th have finally SHIPPED!:smileyhappy:

?, ?, Good morning.  

I’m asking here, because there is no one answering the VIPCustomer email you set up.

Is there a compensatory policy in place or being planned to help make up for the egregious and ongoing mishandling by upper management regarding this issue?

I see that varying amounts of Kash are being handed out; It’s fair to ask how that amount is calculated.

I assert that everyone was affected by this fiasco equally regardless of how much was initially spent, even those who were forced to cancel their orders and buy their products somewhere else. 

Everyone has been damaged by this.

Many will not speak up, because that’s what they’ve been conditioned to do.

Should it not be applied across the board to everyone, or do you prefer that people need to endure further humiliation and frustration?  I suppose it’s easier to make it about customers’ emotional volatility and impatience then to address the real issue, upper management’s outrageous response to this mess.

Hi Everyone,

          I have written a couple of comments before about this issue and I have been impacted by it also and Very Upset about it too. Just wanted to let you know that I did send them a email using the VIPCustomer@hsn.com address and it did work for me.  They replied back to me the next day and it wasn’t your typical generic email they send to everyone. It was a personal one. I know this because of the personal things that were said in it that I had put in my email to them.  Since they did that it made me feel a little better.  They apologized and asked me to be Patient with them so I said I would for a little bit longer. I’m not sure why the Address wouldn’t work for you others but it did for me but we’ll see how much longer this shipping delay goes. Right now I’m not that upset because of their response back to me but if it takes too much longer, I will get upset all over again.  We’ll See. Good Luck to All of You!

INVALID ADDRESS!!!!!

Ii tried to email the link and it said invalid address! My DG2 foil metallic sweater , ordered Oct 8 is still saying extended delivery.. Why? AND when will it be really be shipped?

Mr. Brand, I do appreciate you taking the time to at least address this issue. While I know it is not the answer any of us really want, it was the right thing to do. Sadly, I still do not truly understand the delays. I am a former FedEx gal who worked at one of the largest hubs in the country and understand better than many the logistics involved in a massive warehouse/shipping environment. Quite frankly, we would have been lucky to still be in operation had we delayed customer shipments to this extreme –  in some cases for nearly a month. It truly is unacceptable, as I am sure you are aware.

Hire temps. Shift inventory. Fire your logistics staff. But above all, please get these orders shipped out. As has been mentioned by many, we have already been charged for them and ordered our items in good faith.

My mother’s birthday is Sunday. I will be sure to print out a copy of your post to wrap for her rather than the three gifts I purchased for her which are still sitting in one of your warehouses.

Sincerely, 

A most displeased LONG time HSN Shopper.

Interesting…I was pretty oblivious to all of this about the warehouse issue. In most cases, my orders ship out of Fontana/Ontario CA and are to my door in a day or two. I currently have a couple items that are on Extended Delivery (nothing that I’m desperate for) and will monitor those for shipping. I would urge simply keeping us updated…being up front and with timely information, generally goes miles to calm customers.

My orders are still listed as in packaging? Do I need to do anything to be sure that those items are shipped when they are available? Do you have any idea at all when the items from craft day will be available? 

HSN Candace – your response has nothing to do with what I asked.  Again, why are some customers receiving SK and for different amounts and not everyone.  You actually replied to a community post below and gave her $15 SK for her “inconvenience” and ignored other inquiries, including mine. Why the disparity?  Unless HSN has something big in the works to fairly compensate EVERYONE for their incovenience, you are only further angering your customers! 

HSN is not that special!  It’s not like the same products or something comparable can’t be found at more deserving businesses.  Yes, the flexpay can be beneficial, but at what cost to the consumer?  Loyalty should be revered not disrespected.  Thank you, thank you so much for reminding me of this! 

HSN Candace – What a slap in the face, so you restore the $5 in Spendable Kash that should have previously been restored when I had to cancel the order at no fault of my own and that’s it?  I think I, and everyone for that matter, deserve an explanation of why only some customers are receiving Spendable Kash for their “incovenience” (as you put it)?  I’ve read posts where customers have received $15 and up to $25 in SK.  Why the disparity and why some and not everyone.  I’ve been lied to, taken advantage of and now cheated.  Really HSN, this is your best response.  INSUTLING!

This unapologetic message says basically, ‘we messed up, we let you down, let’s talk in private about it’ … isn’t keeping things secret and private what caused the uproar?  How can the same tactics that caused the problems fix them?

What I need to see from you, Bill, is full disclosure, and if you can’t do that, then an explanation as to why you can’t do that.

It’s not the delay that bugs me, it’s how upper management handled all this.  Many were not even told and found out by searching the net and the community.

From the very beginning, the truth should have been told, not vague half truths without details.  From the very beginning you should have explained what you’re doing to fix the problem, what you’re doing to prevent it in the future.

You all don’t deserve profit on these orders.  A significant credit should be issued to everyone affected.

Trust is earned, not stolen, manipulated or demanded.   I managed to, after several supervisors, get my order cancelled, or at least they processed a ‘request’ which implies it needs approved or denied… Meanwhile you’re holding nearly $300 hostage… it’s difficult to be forgiving and understanding while being mugged.

Give people what they need… the truth, an incentive to trust you and continue doing business with you and immediately release funds for cancelled orders.

I do hope this gets rectified as I am a very frequent HSN shopper and with Christmas coming I don’t want to be nervous about ordering any Christmas gifts…….. Shipping gets so backed up as it is and I always order way ahead of time so I hope this gets fixed very soon, thank you Bill Brand for addressing the situation 🙂 

All other companies I order from put a pending authorization on my credit card when I place the order. Once my product ships then they bill my credit card. I keep a close eye on my purchases & my credit card transactions. Why is your company billing the customer before product is even out the door?   I have my billing statement to confirm it & I do have a banking background of many years so I know it was not a pending authorization, my statement had already posted the payment for 2 products that had not mailed out yet and was sitting in packaging status.

I didn’t get any spendable Kash for my grief. Also, I had used $5 spendable Kash on my craft order and when it was refunded I didn’t get that spendable Kash back.  So I’ve been double screwed.  If you’re giving $15 spendable Kash to one person you need to give it to everyone who’s been caught up in this shipping problem and I want my $5 Kash back!  You all just seem to keep piling on!  Let the madness stop!