Complaints

This profile includes complaints for HSN's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

HSN has 18 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  HSN

  1 HSN Dr Saint Petersburg, FL 33729-0001

  
• 

  HSN

  5959 Triumph St Commerce, CA 90040-1609

• 

  HSN

  3839 W. Buckeye Road Phoenix, AZ 85009

• 

  Home Shopping Network

  1600 Summer St # 5 Stamford, CT 06905-5125

• 

  Home Shopping Network (The)

  7339 Industrial Blvd Allentown, PA 18106-9369

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pre-ordered an item (*********************** Rockstar Vinyl set), received it, decided to send it back. I followed every instruction on their website for returning the item. I paid money at the **** to have it shipped back. Sent back November 29 and still no refund. When scanning the return barcode, HSN had the item to be returned to a warehouse in *****. HSN customer service said unless I could provide the tracking number, no refund. I cant find that receipt. I got the contact information to the warehouse where I know my package was shipped to because I kept another item that came from that same warehouse. They said this was all on HSN and had nothing to do with refundsI know this warehouse got my return because the **** representative confirmed it was a ***** address that HSN had placed on the return label. Nobody will help me. HSN says they need a tracking number (that I dont have) even though I can give you information on anything else, including where the package was sent and was apparently not scanned in correctly when arriving back. The warehouse says its not their problem. HSN says its not their fault either. Im out $70 for the item plus $12 to ship it. Id even be willing to accept a store credit of $70 with HSN even though getting my money back on an item I paid to return is what I want and it was sent to where HSN had programmed the barcode. HSN, the warehouse, **** all say its not their fault because I cant find the tracking number. Im out a total of $82 and left empty handed when I did everything required of me.

  

  Business Response

  Date: 02/05/2024

  Hi,

   

  I apologize for the issues with returning your order. Unfortunately, our warehouse has not received your return back. We are able to process a manual return, however we need valid tracking showing the package was accepted at the carrier. As this return was shipped using a label you paid for, I suggest filing a claim with **** for a refund of the order as it did not arrive at the destination.

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 21224729
  
  I am rejecting this response because:

  Per Better Business Bureau rules, you can not file a complaint against a government agency, such as the USPS. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 02/06/2024

  Hi,

   

  I apologize for the confusion, we suggest a lost package claim be filed with ***** Since you paid for the return **** would be liable as it wasn't delivered to it's intended destination.

• Initial Complaint

  Date:01/25/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order placed Nov 21 2023. Only received the pink brush not the purple . Didnt even receive half or full refund . Was told company will send purple brush . It has been over 2 months . They called me left a message I called back the person that answered didnt know who **** was that called me nor do anything nor knew . I reached out multi times on chat. Nothing was done . I keep getting told on chat it suppose to be sending yet no tracking no info shows . Never got brush . They promised I would get . I got told someone will email and call me again no one did . I paid for an order that was wrong and not received fully . FHI Heat UNbrush Neon Duo Order number: ********** Item number: ******* Price: $19.20 I think at this point I should get full refund since I never got this full packaged item . Its been 2 months obviously theyre not sending the purple brush .

  

  Business Response

  Date: 02/05/2024

  Hi,

   

  I apologize for the issues you have had with your order and the following interactions. We were not able to send the missing brush and issued a refund of $8.00 back to the method of payment on 11/24/2023, an additional refund of $12.86 was refunded back to the method of payment on 1/23/2024. The refunds should reflect on your financial institution within 3-5 business days from the date it was processed.

  Customer Answer

  Date: 02/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  ****************************************************

• Initial Complaint

  Date:01/24/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have received several defective jewelry items. The center stones are so loose in the settings that they are about to fall out. I immediately contact the *****************warning them eventually some unfortunate customers will end up losing the stones. If the Quality Control has done their due diligence these defective items will not be sent to the customers in the first place. They have agreed to fully refund me. After a few months I have received not one, but two letters from ********************* condescendingly accusing me of being indecisive and return items that cannot be reused for other customers resulting in total losses! These items cannot be reused because they are DEFECTIVE! They have even threatened to close my account. Rather than venting their frustrations on the customers they should have pursued the matter with the vendor. I have written emails to various managers as well as the President but no one has bothered to acknowledge or returned my emails. I've never felt more insulted, particularly since I've been a customer for more than 20 years. I strongly feel HSN owes me a sincere apology to amend the relationship with a loyal customer.

  

  Business Response

  Date: 02/07/2024

  We appreciate your understanding and patience regarding your recent jewelry purchases, and for taking the time to make HSN aware of your product concerns. HSN has noted your concerns of product quality, to encourage product growth and honest feedback. The recent letter sent to you was not in direct correlation to concerns placed on this specific order. Our main focus is delivering customers a great shopping experience, and this means ensuring we meet demand and expectations. However, our current return rate has been higher than desired over the past six months on your account, indicating room for improvement in meeting your needs. For a 6-month period your return rate was over 70%. In the spirit of valuing your business, we encourage thoughtful purchases. Should you have any further concerns, please feel free to reach out to our dedicated **************** team. We understand that returns are sometimes necessary, and we aim to minimize post-decision dissonance for future purchases. Thank you for being a valued customer. 

  Customer Answer

  Date: 02/10/2024

   
  Complaint: 21187919
  
  I am rejecting this response because:This is not an outright rejection but to clarify my point of view.

  1. Quality control has been an issue . It is inconsistent with images shown on website & tv.

  2. Using perfect samples lead to disappointments & causing returns.

  3. Threatening with account closure of a loyal customer is both unwarranted & unprofessional. A courteous letter as reminder of excessive returns is sufficient.

  4. I will try to do more research regarding items of interest & read reviews as well as contacting **************** before making a purchase.

  I appreciate the opportunity to discuss these concerns which will benefit all parties. 
  
  
  
  
  Sincerely,
  
  *** Justinian ***

  

  Business Response

  Date: 02/21/2024

  We appreciate your continued feedback and have forwarded them to the appropriate parties. Our team does try to do a great job of airing both by television and photo multiple samples to get a better understanding of potential purchases. As always with gemstones each is unique and individual. We are sorry to hear you took our communication as a threat as this was not the intent. We look forward to your contact about any purchases and will be happy to answer your questions. We also agree customer feedback always helps us to improve. 

  Customer Answer

  Date: 02/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I thank HSN for addressing & clarifying all the issues and concerns. We have reached a level of mutual understanding. I shall look forward to our future business transactions.
  
  Sincerely,
  
  *** Justinian ***

• Initial Complaint

  Date:01/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  WRITING TO REQUEST FOR A FULL **********************

  

  Business Response

  Date: 01/22/2024

  Hi,

   

  We would love to look into this further and offer assistance. Please provide an order number and details so we may assist.

• Initial Complaint

  Date:01/18/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vacuum on 1/3/2024 and it is HSN order # **********. The order total was $145.64. I purchased it with their "flex pay" option and paid $57.66 to place the order. The vacuum arrived on 1/8/2024 and would not power on. I immediately contacted HSN that day and requested a return label to return it. I received the return label through email on 1/17/24 (9 days later). I immediately printed the label and dropped the vacuum off at ******** Store" this morning 1/17/2024. The *** return tracking number is 1ZFV97459078619485. I just contacted HSN and informed them the item is on the way back to them, and i asked them to please issue the refund. The employee i spoke to refused to issue the refund and asked me to wait up until 16 more days for a refund to be issued. I think this is completely unfair and extremely frustrating. The information on their website says they usually refund returned items as soon as the return is tracking. HSN usually has great customer service. This order experience has turned into quite the nightmare for me. I am a disabled widow, live on a fixed income, and every dollar makes a difference in my small household. Is this something the BBB can please help me with? Or hopefully the HSN person who ends up reading this? I would really appreciate it!

  

  Business Response

  Date: 01/18/2024

  Hi,

  I apologize for the inconvenience you have had regarding this return. Refunds are issued once the item is received and processed at our facility, however we have already refunded the ********** of $57.66 and cancelled the remaining open flex payments on this item. This should reflect on your account within 3-5 business days.

• Initial Complaint

  Date:01/17/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I completed a return within company policy and received an email on January 3, **** that I was issued a refund however nearly two weeks later no refund has been posted to my account. I contacted ******************** **************** today 11/16/24 and received no resolution to this issue.

  

  Business Response

  Date: 01/17/2024

  Hi,

   

  I apologize for the delay in the refund, I confirmed with our ***************** that the PayPal refunds were stuck. Manual refunds have been issued back to the PayPal account.

  Manually refunded order ********** $54.43 in PayPal.

  Manually refunded order ********** $32.65 in Paypal.   

  Customer Answer

  Date: 01/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased and returned a pair of mocassins, a DG 2 Velvet Blazer and two DG 2 tops on December 27, 2023 and have yet to receive my refund. When I look online at my HSN account, I see the items were delivered to me, but no refund information is developed. The items were purchased on flex pay, so I have been charged multiple flexpays for some of the items although they were returned. I have spoken to numerous customer service reps who say the items were returned. I want my money refunded by the original method of payment. I have also purchased items where on television your hosts and the screen says the items are on a certain number of flex pays, I call in and purchase the items for the specified number of flex pays and then the flex pay is changed by HSN to fewer flex pays. This is false advertising, and the company is keeping customer refunds.

  

  Business Response

  Date: 01/16/2024

  Hi,

  I apologize for the inconvenience with the missing refunds on your returns. I do show 4 orders were refunded back to the method of payment and the future flex cancelled. It can take 3-5 business days to reflect the refund, however if your bank is still not showing the refunds they can research where it went on their end with the below info as we show it was accepted and settled on 1/10/2024.
  
  1936302151 - $12.15 - ARN 74906414011191291678164
  1928679350 - $19.64 - ARN 74906414011191291399811
  1928679350 - $14.99 - ARN 74906414011191293416241
  1928677066 - $15.25 - ARN 74906414011191293426471
  1928677066 - $11.65 - ARN 74906414011191293415607
  1928493949 - $43.63 - ARN 74906414011191293749880
  1928493949 - $33.31 - ARN 74906414011191293587769

• Initial Complaint

  Date:01/16/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 01/05/24 I ordered a ************************* pair of poultry roasters, order# **********. On 01/13/24 *** surepost tracking# 1Z049A2VYW02624385 states delivered, but uploaded photo show apt ****, NOT my apt ****, with welcome mat which my door does not have. After much effort with rude ***** ******************** "claims" to have processed return. I NEVER took possession of item. Twenty minutes after so called delivery, I tracked down apt ****. Package is gone AND party was not home.So my neighbor won't be blamed for ******************** fraud. I have asthma & after this fiasco my wheezing was intense because I had to run around my apt bldg in cold, then mistreatment. ******************** owes me $28.95 & I'm considering legal action for fraud & medical stress. Stay far away from this disgusting experience. They are not worth your financial & physical health

  

  Business Response

  Date: 01/16/2024

  Hi,
  
  I apologize for the inconvience and trouble regarding your package. I do show we processed a refund of the ********** of $11.99 and cancelled the remaining flex on your order as of 1/13/2024. the refund was accepted and should ************** 3-5 business days. The *** number for the refund is ***********************, your bank would need this number if they are not showing the refund on their side.

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 21143740
  
  I am rejecting this response because:
  HSN fraudulently claimed to process return for item NEVER received by me. Refund status is pending based on merchandise i cannot return. bank filed chargeback claim# ************. Real refunds actually process. HSN clearly doesn't value customer's aggravation. Steer clear

  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/17/2024

  Hi,

  I apologize for the frustration regarding this issue. I confirmed we do show we processed a refund of the ********** of $11.99 and cancelled the remaining flex on your order as of 1/13/2024. According to our credit card processing system the refund was accepted by the bank on 1/13/2024 with the *** number for the refund of 74906414014191488519939.

  Customer Answer

  Date: 01/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  Refund miraculously issued AFTER bank charge back filed. Future purchasing will be local.
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered Tupperware from the Home Shopping network. It was a gift, so it was not opened right away. When it was opened, I saw that they sent two lids for one Tupperware container and zero for another. I reached out to them for a resolution and to find where I could get the correct lid. They refused to help because it was outside the return window. Note: I did not want to make a return. They were rude and hung up I. Me with no resolution. I contacted Tupperware and they said HSN has to resolve it because I purchased with them. However, they already refused to help me. They stole my money without giving the correct product and I am left with a worthless order.

  

  Business Response

  Date: 01/12/2024

  Hi,

   

  I apologize for the inconvenience with this order. We do not have replacement parts that we can send for this unfortunately. It is past the return time, however I have set a return exception to allow for a return on both orders. 

  Customer Answer

  Date: 01/12/2024

   
  Complaint: 21135377
  
  I am rejecting this response because: I want more information. Am I able to get what I ordered? I never wanted to return it. I just want the correct pieces. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/16/2024

  Hi,

  We are unable to send out replacement parts on these items, a new order would need to be placed. Currently we only are showing inventory on item 844888 Tupperware 16pc Heritage Round Mini Bowls Set. Item 844876 Tupperware 8-piece Heritage Square Bowl Set is out of stock. If you wish to place a new order, please give our Sales team a call with the item number ************.

  Customer Answer

  Date: 01/17/2024

   
  Complaint: 21135377
  
  I am rejecting this response because: since there is no way for me to get the complete set I ordered, I will accept a refund for that set (Heritage Square bowls)
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21135377
  
  I am rejecting this response because: I am rejecting this response because: since there is no way for me to get the complete set I ordered, I will accept a refund for that set (Heritage Square bowls). I said I would accept a refund, not that I would accept their offer of a reorder.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/06/2024

  Hi,

  We will gladly issue a refund for these orders once they are returned to our warehouse. The refund would go back to your method of payment, return exceptions have already been made on both orders. 

• Initial Complaint

  Date:01/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  HSN online order number: **********. I bought a ******** game for my daughter on December 28 and it was shipped with **** After a few days I was notified that my order was delivered. I spent a decent amount of time looking but I hadn't found any packages. I saw a picture that was made by *** but it's blurry and I can't even recognize the place! After that I contacted *** directly but I was told that I should contact the sender first. I contacted HSN on January 6. I was served by an agent, ****** and he was kind of rude. He told me that the refund was processed from his side and I should be contacted by **** So I still haven't been contacted by *** or refunded as I can see by my statement. I got an email confirming that the refund was issued but that is the total lie it was never issued! I'm attaching a screenshot of the email that I've got regarding the refund. I can't dispute it with my bank just because I paid with an **************** Gift card that doesn't allow it. I hope this will be resolved otherwise I would need to go further with this inquiry just because I don't want to give $80 to that HSN company.

  

  Business Response

  Date: 01/12/2024

  Hi,

   

  I apologize you didn't receive the delivery of your order and are not seeing the refund for it. We are unable to process the refund, if the package still has not been received you would need to dispute the charge with the financial institution. I apologize for the inconvenience. 

  Customer Answer

  Date: 01/12/2024

   
  Complaint: 21125618
  
  I am rejecting this response because:

  First, if you spend a minute and read my initial complaint carefully I've mentioned that I paid with an **************** gift card which doesn't allow me to raise bank disputes (if I could, I would raise it and get refunded already as I got the formal refund confirmation from you).
  
  Secondly, my refund has been processed as I got a confirmation during my recent chat. I was provided with the refund authorization code which is ****** shared by *******. I was assured multiple times that I will get my refund since you never delivered my ordered item to me. Now you owe me almost $80 and I will never just give it away to your company. You should refer this complaint to your higher management team since this complaint is the last instance before my further legal steps to be made.
  
  Now, look at the attached screenshot of my recent conversation with ******* during my chat session and you'll find that I was assured that the refund is now processed so do the process as was promised before I start the legal process on that.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/16/2024

  Hi,

  I apologize for the inconvenience regarding this order. Unfortunately, we are unable to issue a refund. I understand you were advised one would be issued and sent an email however the refund wasn't processed. You would need to contact **************** regarding the dispute to see if there is anything they can help with regarding the gift card.

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21125618
  
  I am rejecting this response because:

  HSN never refunded me in any ways. I still haven't got any refunds back to my AMEX gift card. They lied to me as you can see by the attachments. Also they never called me or write me back. That company actually robbed me.

  
  Sincerely,
  
  *************************