Package Delivery Delays

I didn’t get any spendable cash either I have called twice! They should be fair to everyone!! They just tell me we can’t help this problem! I know the hurricane did not affect the warehouse as my daughter lives there! I’m just in NC yes we were affected. However UPS has been through everyday! HSN your better than this! At least tell us it’s moving again or they are on a certain day or letters orders! And be fair to everyone!

Finally received 2 items from my order placed on the 5th. Looks as if they are just sending out enough to placate us. I’d you can send 2 why not the rest. If the items are not in stock just say so. Find it very difficult to believe it takes this long to fix what ever the problem might be. Shipping was close to the special charges on craft day, will see when and if I get other items the total. All the rest of my items are yep you guesses it still in packaging. PLEASE I understand problems but even if they go out today( small chance of that) by the time I receive it will have been 3 weeks. The apology came a lot late and fell short.

HSN reps and management should have been truthful as soon as they knew they had a shipping problem, which was probably long before Oct. 5th.  It’s the dishonesty in their manufacturing different excuses to cover themselves that I can’t get past.  Did they really think that customers would tolerate being treated like idiots.  No respect what so ever!  If I hadn’t demanded to speak with a cs supervisor I would not have received a refund on payments for orders that they knew had no chance of shipping in a timely manner.  I have to wonder how long they would of kept my money without sending my orders… oh wait, I know, until I called and demanded a refund!  

As I appreciate a message from the President, so where is the CEO Mindy Grossman?  Clearly couldn’t take 60 seconds to write a message acknowledging her customers concerns.  She’ll get paid regardless, because HSN has taken everyone’s money without sending product.  SO DISAPPOINTED IN HSN!

I’ve been trying to be patient because everything I’ve bought has been only for me, not for Christmas gifts. I have to admit, I am not even considering buying my gifts off of HSN this holiday season. I just can’t trust when they would arrive. But I have waited patiently for these items that are not gifts, even when I inquired about the shipping delays and got $5 spendable kash only to find out that many people got $5 spendable kash for EACH item they’d ordered on craft day. I ordered 4 things that day alone (Oct. 5) and they have remained in packaging all this time. It would be nice if everyone was treated in the same manner but I guess I am not one of your more important customers. So okay fine, I still remained patient and said nothing more to anyone. I FINALLY got an email that ONE of those items shipped last night. I was so happy to see that! Even if it wasn’t everything, even if it was just one item, I was happy to see it was finally on its way to me. This gave me much hope that the rest would soon follow. So imagine my dismay when I got an email saying sorry, there’s been another problem. It did not explain the problem except to say my item hadn’t been shipped up to HSN’s standards. So I checked my order status and it says that “A transportation accident has delayed delivery/delivery will be re-scheduled”. SERIOUSLY? NOW there is a transportation accident? Is this for real? I don’t even know what to believe anymore!

I am beyond disappointed. I don’t want to cancel my items, I just want to receive the items I have ordered! Is that too much to ask?

Also, immediate honesty would have gone SO much further. Your customers deserve that much.

Hollow words, Mr. Brand. This morning, I was told another lie by one of your CS reps regarding an order I placed yesterday (Perlier). The item was available at the time of purchase. This morning, it changed to Processing with a delivery date of 11/20; my card has been charged. When I questioned the CS rep and informed her I wanted the shipping cost removed as you’ve charged my card for a product that is now sitting (like other products I ordered in September and shipped a few days ago) until who knows when, I was told:

*it’s the warehouse that is still having problems from the hurricane. (apparently that lie is STILL being used despite the fact it is a known fact that the TN warehouse was NEVER in the path of the hurricane and there were NO issues with UPS shipping during that time in my area or that part of TN- pathetic that your company used the true suffering of others to excuse your actions)

*Oh, the CONVEYOR BELTS weren’t working in TN, NOT the hurricane (after I told her the hurricane excuse was not plausible). Your conveyor belts don’t work? Really? Again, pathetic to tell such an obvious lie.

Here’s the bottom line, Sir: Your company should have told the truth upfront; we STILL don’t know EXACTLY what the issue was/is. Your CS was rude, apathetic and lied. These people are the customers first contact with HSN; what does their behavior (this includes managers, btw) say about the company they represent to the customer when they act in this manner? It says that HSN approves of lying/being dishonest; does not care about the customers’ issue (apathy) and sees no issue with keeping people on hold for 15 minutes or more (so they hang up), disconnecting people on purpose, rushing them off/talking over them, telling them it’s not their problem and so on (being rude). Is THIS the image you want to give customers? Because it IS what you and your employees have presented to me, to people on this forum and to thousands who have walked (based on the average % of customers who stop doing business with a company after a bad experience).

You waited a LONG time to reply to this situation. The ridiculous comments that your CS/Manager people left to members throughout the many HSN forums who were looking for answers simply reinforced everything I’ve already stated. Shame on you, Mr, Brand. Shame on HSN.

I appreciate the email and your statement here. I don’t mind waiting for my orders from Oct. 5, however I do not think my credit card should be charged until the items ship.

Well I too have had issues with slow delivery. Called customer service, emailed many times with NO response. I am still waiting on orders now.  One that I paid $20 expeditated shipping for. Should have been here today, it’s still in California! I found this VIP email and tried to send but it is an invalid email! Now what Bill?

You know this could have been avoided if they had simply posted a banner on their site saying something like ” We’re sorry but due to an unexpected complication  all orders from our Tennessee warehouse will be delayed up to 2 weeks.”  Then they could have not billed us until our orders really did ship, given us the option of cancelling, shipped from another warehouse, etc.  Now to make it up to us waiting they should ship our orders Fed-ex or some type of overnight delivery at their expense.  Then to keep us as customers they should offer us a code for a 10% discount on our next craft order or at least a $10 gift certificate towards the next purchase. I personally am waiting for 14 items that I ordered.- mostly Anna Griffin & Crafters Companion.  I love them & will wait but it puts a big cramp in timing my holiday shows.

I appreciate the update. I have been in customer service and I know that there can be delays. However, I am a first time customer with HSN and this has caused a delay with my very first order. I was so exctied to receive my order. I will say this experience is making me think twice about making more purchases. I hope that the problem can be resolved quickly. I have emailed customer service and they can not give me an idea of when my order will be shipped. This does not leave a great first impression. 

I too am having problems getting my orders from October 4th & 5th.  I ordered 15 items and have yet to receive any – now 16 days later.  I have been told that I will have my orders at my door by the 25th but I don’t see how unless it is sent by Fed Ex or some other overnight method. I do believe that you should have put up a banner or notice on your site stating that deliveries from this site would be delayed.  What I want to know is will you give us something for our patience?  Either an overnight shipping at no extra cost to us or perhaps a $10 coupon good on our next craft purchase?

Much appreciate the message from someone who must take personal responsibility. I know things do not always go as one anticipates and things happen. It is how the issue is handled after those things happen that is the mark of excellence. What irritates me the most about the situation is that I got three different responses as to why my items were still in packaging. My job is customer service and training new employees on how to give white glove service to all our customers. Rule number 1 there is no shame in not knowing, however one of the worst things you can do is provide misinformation. Any trust built with the customer will be gone and one may never get it back. Instead of blaming no tracking information on the website as a glitch you are working on or the hurricane it would have been so much better to alert the customer service team that an issue has occurred, the exact nature is not known but we will continue to inform you as to our progress. Everyone effected by this issue will get free, expediated shipping. Now that would have gone a long way in regaining your customer’s trust. Just something to think about moving forward. Hope things get moving as they should soon.

I  am a long time customer.   I am waiting for my Andrew Lessman orders .  I  think one will deliver today .   

 I do not like long waits for orders and  know this is not the norm for HSN . 

I am hoping when Piney Flats TN  fulfillment center  gets all the tweaks knocked out , we will get our orders shipped  even faster than before .  

I buy a lot at HSN  and will say  HSN – CS is second to none . PLEASE do not change  that .  

Spend hundred of dollars  the 5th, as I do every craft day. Have nothing to show for it, but a credit card bill where things were charged on the 5th. Don’t know when or if I will get the items, but your company has my money. Not happy.

Mr Bill I would like you to know what happened to me. After waiting for your craft day and changing my schedule so I could hopefully puchase a CRICUT EXPLORE AIR 2 and was so happy that I was able to make that purchase so I waited and waited finally I called my credit card company to ask for my charges so I could pay it off for the month, and was surprised that there was no charge from HSN, so I called HSN and they said that had no record of my order? The clerk that was helping me had to leave the phone a few times because she was having trouble with the order I haven’t ordered anything from HSN for years so she thought that was why she couldn’t find a account so she would make a new account I said ok and we went on from there I put my order in said thank you and thought all was good thinking back  probably should have gotten a number or something. So the long and short of it is I’m not getting a cricut explore air 2 for 249.00 with a oneyear subscription to cricut design. So if I want it know because you are all sold out it’s going to cost me $299.00 for the cricut and $95.00 for thr subscription for cricut design plus shipping so that is going to cost a extra $150.00 + shipping so at that price that won’t be happening. After talking to three of your customer service people trying to figure out what happened and more than one call I ask if I could be put on a wait list and was told no until the last customer service representative and he said that IF HSN got them back in stock he would put a note on my account that HSN would honor that price however I would have to know when it was in ( so how was I going to do that I only found out about caft day by accident) and that is how I found out about this blog so what I am asking you is if someone cancels there order on a pink CRICUT EXPLORE AIR 2 can you call me please after reading some of the post that might be possible I’m so sorry to add another problem to what sounds like a headache. I thank you in advance if for nothing else just for reading this. L.P.  PS  SORRY ABOUNT NO PUNCTUATION I have a habit of writing and then going back and putting in the punctuation ( but I don’t know why it would not let me) but as it is very late this is as good as it gets at 3:31 am L.P.