Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Share
Business Profile

TV Home Shopping

HSN

Headquarters

Important information

  • Customer Complaint:
    BBB recommends that if you have any complaints or concerns you contact HSN at (800) 247-2780 prior to contacting BBB.

Complaints

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

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.

    Country
    Please enter a valid location.
    • HSN

      1 HSN Dr Saint Petersburg, FL 33729-0001

      BBB accredited business seal
    • HSN

      6130 Preservation Dr Chattanooga, TN 37416-3600

    • HSN

      14043 CROWN COURT WOODBRIDGE, VA 22193

    • HSN

      1010 Cannons Ct Ste D Woodbridge, VA 22191-1455

    • HSN

      8 Thornton Rd. Oakland, NJ 07436

    Customer Complaints Summary

    • 288 total complaints in the last 3 years.
    • 84 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/07/2023

      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.
      I purchased a television with HSN that was a ******* 55 inch **. When the order was placed processed and then shipped I had an estimated delivery date of November 17.. I kept in an attempt to track the order with the shipping information that was provided, and no information was being provided with the tracking number. In this case, with it being such a large item, it was being shipped by a contracted vendor named CEVA Logistics. After contacting the shipping partner I was told that limited tracking information was showing and for me to give it 48 hours. I was told by representatives at HSN that CEVA would contact me to arrange delivery. I contacted the shipping partner again and I was told that the item was being transported from a PA warehouse to a ******* warehouse and once that the item reached the ATL warehouse I would be contacted to arrange delivery of the item. I then found out ** was in ******** **** before the ******* warehouse. The representatives that were answering the calls with CEVA were constantly providing inaccurate information concerning whereabouts and the delivery. I am disabled, and there is no way that I could lift this television with my mobility functions. CEVA in the ******* location has very high call volume and I spent over two and three hours on calls multiple times. I finally received the ** on November 22 and it is damaged and defective and does not work. I contacted HSN and the item is now out of stock. They said that they would arrange a label to be sent to me. Nothing has been settled on this.. I had someone at Best Buy Geek Squad look at the ** was told that with labor and parts to fix the ** it would be close to $925. The **s are now selling for $979 retailers. HSN Agents said they could offer me a credit if I kept the item and fixed it. But the amount offered if nothing compared to the price and this is a different circumstance.than ***** products shipped thru regular carriers. I am wanting an executive office to contact me.

      Business Response

      Date: 12/12/2023

      Hi,

       

      I apologize for the hassle and experience you have had with this item. I asked someone reach out to resolve and they confirmed the issue was resolved with a adjusting the flex payments to allow for the cost of repairs on the ** and you will keep it.

      Customer Answer

      Date: 12/12/2023

       
      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:12/06/2023

      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.
      I purchased a Shark Stratos vacuum from HSN's website on 10/19/23 (see attached order info). When I realized a few minutes later after I placed my order that the shipping address is wrong (they had my old shipping address on file which was in another state), I immediately contacted their customer service number to get the shipping address corrected. I was told that there wasn't anything they can do about it. I followed up again with their customer service to see what other recourse I have, and they told me that I can wait until UPS delivers the order then file a claim. The order was delivered to the wrong shipping address on or around 10/28/23. I then filed a UPS claim to try to retrieve the item but they were unsuccessful. As a result, UPS canceled my claim (see attached UPS claim cancellation). I then filed a claim with Paypal to get a refund of the first installment I paid. Ultimately, they also denied my claim based on what the business told them (see attached Paypal claim denial). At this point, HSN is continuing to attempt to collect payment for a product I never received. They also did not provide me a resolution to my issue.

      Business Response

      Date: 12/11/2023

      Hi,

       

      I am sorry to hear of the troubles with this order. Once an order is placed, we are unable to change the delivery address, even if the order hasn't shipped, essentially a new order would need to be placed. I have gone ahead and issued a refund of the first payment of $98.33 back to the MOP and cancelled the remaining open flex payments on this order. You should see the refund within 3-4 business days depending on your financial institution.

      Customer Answer

      Date: 12/12/2023

       

      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:12/05/2023

      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.
      I plaed an order for some items using Flex Pay, orders were cancelled due to verification purposes. We got that taken care of and well i was told i'd receive my **** back to my payment method withing 72 hours. This was November 20th and 21st. This is December 4th and i still have not received my money. I spoke with a supervisor that was down right disrespectful, rude and above all said "no money has been taken from your account" I want my money back, i want money for worrying and stress. This is/was my Christmas money, i am low income and i haven't even been able to order my grandkids anything for christmas for this company doing this. The total amount they owe me is, $401.59. I want an extra $200 for punitive damages. This has been stressful to me, i have heart issues and am supposed to stay away from stressful situations and this has been a bad one. I lost out on black-friday shopping due to them, I lost out on Cyber Monday shopping due to them They own me a total aount of $601.90 I a enclosing a copy of the orders, showing cancelled and my bank statement showing the charges "Flex 1" Means flex pay

      Business Response

      Date: 12/12/2023

      Hi,

      We apologize for the inconvenience with ordering during holiday times and how you were treated when you spoke with a supervisor. If PayPal is showing posted charges you would need to contact PayPal to resolve as our credit department has confirmed the funds were voided and are no longer being held. I understand the stress this has caused you during this time and apologize for the additional stress and inconvenience with gifts.

      Customer Answer

      Date: 12/12/2023

       
      Complaint: 20958562

      I am rejecting this response because: I was treated poorly by HSN, the supervisor and everyone that works there besides one person that tried helping me,

      This has caused me so much stress and anguish. Its disgusting how you all treated me. Ofc u will respond AFTER paypal filed a complaint about u all too to help me get my money back. Three weeks, THREE weeks after orders were cancelled, i was told u all didn't owe me anything, was givien the run around time after time after time to get my money back

      I am not setting unless you imburse me another $200 for the stress related causes. I never knew if i was going to be able to get my kids/grandkids items for christmas because it took so long to get my money back. This is on HSN and you guys need to take this matter serious

      Sincerely,

      ***************************

      Business Response

      Date: 01/04/2024

      Hi,

      We again apologize for the inconvenience with ordering during holiday times and how you were treated when you spoke with a supervisor that is not how we want our customers to be treated. I understand the stress this has caused you during this time and apologize for the additional stress and inconvenience with gifts, however we are unable to offer any additional refunds.

    • Initial Complaint

      Date:12/04/2023

      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.
      I ordered two Meta Quest 3 from HSN.A few days passed and my order was canceled without any notice, when I contacted customer service he said that my order needed to be verified, this is the chat transcript "Please let me apologize for the inconvenience this situation has caused. Our records show we need to verify your billing address and Our records show we need to verify your billing address and information for this order . Please call our *********************** at ************** .Monday-Saturday 8am-4:30pm ET , so we may discuss this matter with you." when I called this number, customer service simply asked for my billing address, cell phone number name, and then told me that the order was canceled due to a potential fraud risk on my account and told me to go elsewhere to purchase the product. I asked how to resolve the issue and he said there was no way to do so I think this is a ridiculous response, this is a new account and first time ordering, after waiting a few days I was told my account was a fraud risk, on what basis was my account labeled as a fraud risk? Is this racist? If they think my account is a fraud risk, they should show proof.

      Business Response

      Date: 12/11/2023

      Hi,

       

      I apologize for any inconvenience with placing an order. We do have a full-time verifications department that reviews orders, and we stand by their decision regarding the orders. Unfortunately, we are unable to lift any restrictions on this account.

    • Initial Complaint

      Date:11/28/2023

      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.
      On November 22, 2023 I found a food processor online at 50% discount $69. Several vendors were offering this deal. I bought it from HSN and my Paypal was "pending" charged $79.88. Order #**********. On Nov. 27, 2023, I received emails from HSN saying, sorry, product not available and offering me a $5 credit. I quickly went online to see if any of the similar sales were still good from other vendors. The best I found was Amazon and I bought for $102.71. I then called HSN **************** and spoke with a rep about this and requested a refund or payment of $22.83, the difference between what I had to pay and the HSN price. No can do. I informed her I would ************************* and she transferred me to her " supervisor" who told me that all she could do was give me an HSN credit of $22.83. I told her that was unsatisfactory as I have no intention of doing business with HSN again. I asked her to forward my issue to the law ***** to avoid suit. She said she could not do that. Tapes are available.From what I have seen, it appears that HSN makes a practice of offering items for sale that it can't procure. This is especially heinous during major sales like "Black Friday." I am a retired trial lawyer. This practice is called "fraud," or "negligent misrepresentation" and a violation of the ** Unfair and Deceptive Trade Practices Act.Yesterday, the resolution amount was $22.83. Today, because I have had to go through this process, the resolution amount has gone up to $100. If I have to file suit in the state courts of Jackson County, ****, it goes much higher. If HSN thinks I'm bluffing, they can call ***************************** at ******** Communications ************, another company that tried to s**** me and then blew me off. As ****** said: " I mean what I say and I say what I mean. "

      Business Response

      Date: 12/12/2023

      We are sorry to hear your order was canceled and the loss of the Black friday sale pricing. We can understand how disappointing this was. Spendable kash (in store credit) was put onto your account due to the inconvenience of order cancelation. When you called in HSN offered further spendable kash (customer declined) and ******************** offered to keep the  sale price should the item come back in stock should you wish to order at that time. We are unable to keep items from other brands at a sale price or send cash for outside purchases. We are happy to honor the original deal at/from HSN should it come in stock, however, as you purchased the item elsewhere this may no longer be desired. We are sorry to hear that you did not receive the same discount as you needed the item immediately.
    • Initial Complaint

      Date:11/27/2023

      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 two laptops with HSN on your black Friday sale. The next day my order was canceled by the HSN verification department. An outbound call was made to me that I unfortunately missed. I called back 30 minutes later and was told by HSN customer that I needed to speak with the verification department. I called ********** about six times that day and left two voicemails. The recorded line stated the hours of operation for Saturday was 8am-430pm. I called well within the operating hours, however there was only a recorded voicemail that responded. I was told by regular customer service that there was nothing that could be done until I spoke with that area. Today, 11/27 I called the verification line back(keep in mind that there was no outbound attempt to call me) I then spoke to someone that verified me by calling me back on my phone to complete verification. I was then transferred back to regular customer service to replace my order. The blue laptop that I originally ordered was no longer in stock and I had to recharge my card an extra ****** dollars. I was told that the original amount would be credited but I had to wait. This is a huge inconvenience to me. I'm being penalized and charged twice. Your verification department failed to answer the line during operating hours. Additionally, I ordered a blue and rose gold laptop, however the blue was out of stock when I replaced the order and I had to buy the same colors for my children. This is a horrible experience, negative customer experience. I would like some sort of discount/compensation for being doubled billed and not getting the original color laptop I ordered. Also, there needs to be a better process with your verification team. Thank you for your time.

      Business Response

      Date: 11/30/2023

      Hi,

       

      I understand the frustration this has caused and apologize for the inconvenience. Our verifications department is extremely busy especially during this season. I show your orders were placed at the same price as the original orders, I have also requested the pending authorization on those orders be released so those funds should fall off shortly.

      Customer Answer

      Date: 12/04/2023

       
      Complaint: 20920602

      I am rejecting this response because: I was inconvenienced by not being able to get the original color I ordered on top of being double charged. Your response has not addressed that you would seek to change or bring efficiency to your authorization area, (had I not called back several times, they may have never called me back to resolve this) nor has your response addressed possible reimbursement for the inconvenience of not fulfilling my original order color and having to pay a second time while the original charges were pending, which caused me double billing at that time. 

      Sincerely,

      ***************************

      Business Response

      Date: 12/12/2023

      We are sorry to hear the primary response did not meet customer expectations. Pending charges are held at the bank, as charges were not finalized by HSN, however, we understand either way this still resulted in a customer inconvenience as funds were not available. Moreover, an inconvenience to color selection occurred as we are unable to send in your preferred color as the blue is sold out. A $40 credit back to original method of payment on the account for both the disappointment in color and the multiple calls you had to make for both laptop orders was issued. You will see two $20 credits, one credit attached to each order when referencing your banking institution. Your bank should reflect the credits on the next 1-2 billing statements or within 3 business days online.  We are unable to call back BBB claims for your privacy. Should you wish to speak with someone by phone please contact customer service and we will have notes for a supervisor.

      Customer Answer

      Date: 12/15/2023

       
      Complaint: 20920602

      I am rejecting this response because: Thank you for recognizing the inconvenience. I'm only rejecting the response due to my complaint about your authorization departments process of verifying has not been addressed in the previous response. I would hope that this complaint initiates an internal effort to bring change and efficiency to the authorization process. This was more than a ***************** for me. Possibly, there needs to be a disclosure stating that the order is subject to verification to prevent fraud.  Customers will be aware of any futher communication needed from HSN.  Thank you for your time. 

      Sincerely,

      ***************************
    • Initial Complaint

      Date:11/27/2023

      Type:Sales and Advertising 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.
      Total bait and switch. I saw a game on the HSN website and saw a promo code they were offering for $20 off of $40 black Friday. Now I went to purchase the game and put in promo code for the game and it came around $54 with the promo code. I pushed submit order and got a notification on my phone that my credit card was charged over $76. So the total that I saw for the game with the promo code was not the same price I was charged on my credit card.

      Business Response

      Date: 11/30/2023

      Hi,

       

      I apologize for the frustration and inconvenience with the coupon. We are not able to use coupons on all items, there is an asterisks with the exclusions for them, this item may have not been eligible for the coupon and why it was removed from the order.

    • Initial Complaint

      Date:11/27/2023

      Type:Delivery 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 practices unfair business practices by blocking the address from receiving purchases because someone else owes them money. I have been a customer for years and never have been late or missed a payment and have been told I cant order because someone else in the same building owes them money and I am not allowed to order until that person pays their bill. Which is BS. I order from them all the time and just ordered the other day and now being told I cant order because of someone elses issue. I demand they remove the block off of my account or my next step is a lawsuit for unfair business practices.

      Business Response

      Date: 11/30/2023

      Hi,

       

      I understand the frustration and apologize for the inconvenience. We are unable to place orders to addresses that have a concern including others in the same unit. I show the address has been cleared at this time, an order would be able to be placed.

      Customer Answer

      Date: 12/02/2023

       
      Complaint: 20911472

      I am rejecting this response because:
      This is in my opinion an unfair business practice to bar people in good standing from purchasing because someone elses issues. I have read tons of complaints about this practice of doing this. I see a class action suit in your companys future if this is allowed to continue. this practice caused me to loss out on an item I wanted and ima not happy.

      Sincerely,

      ***********************************
    • Initial Complaint

      Date:11/27/2023

      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.
      Purchased an item and chose Flex Pay. Charge went through for $183 but was denied FlexPay. A system should be in place to check for FlexPay eligibility BEFORE charging.

      Business Response

      Date: 11/30/2023

      Hi,

      I understand the concern and apologize for the inconvenience. We are not able to determine the eligibility of flex until the order is placed, there is a temporary authorization that is placed on the card, however if the order is not placed that will release withing 3-5 business days depending on the financial institution.

    • Initial Complaint

      Date:11/22/2023

      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.
      When I attempted to order an item from the HSN, the ** code took me to a promo code for 15% off for first time subscribers for this product. It was required that I enter my email to finish so I could get the promo code. I provided my email. I went to my email and there was nothing. I called the HSN and it the middle of the sale I asked about this and the worker told me we could address this when she was done taking my order information. After I gave her the order information she told me that that promo code was not good with this order and offered me forty percent off if I would sign up for their credit card. I declined the credit card offer and told her that a false promo code is one of the reason I have been reluctant in the past to buy from the HSN. I attempt in the past to purchase something from them and declined because of this same situation happening.

      Business Response

      Date: 11/30/2023

      Hi,

       

      I apologize for the inconvenience. Our coupon codes do have restrictions, on the advertisement there is a disclaimer or asterisk that will go over the items that are not included in the coupon promo. I have issued $10 in spendable kash to your account for the trouble and that you were not able to use the coupon. This is valid on your account until 1/29/2024.

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.