hsn customer service issues

So frustrated with dealing with HSN customer service!  I sent an email as I was trying to send back an item that was too large that was a gift for somone.  I was told a smaller size was available and all I had to do was send back the item that was too large.  I responded and requested this within 12 hours of their email to me and then saw 5 days later that only one of the items that were to be exchanged actually shipped.  Then I was told it was not available and I was accused by HSN customer service of never being told an exchange was available.  I had to copy and paste my original email to show them….no apology or comment of their error of not processing the exchange back when it was requested…Instead the large was sent back to me without my authorization.  Really???