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

• 

  HSN, Inc.

  1 Avery Row Roanoke, VA 24012

• 

  HSN

  2311 Dover St NW Dalton, GA 30720-6287

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:11/21/2023

  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 ordered a toaster from HSN, it never came, I was in contact with customer service, and they told me it was delivered, it was never delivered to me, and it was not delivered to any of my neighbors, I requested them to send out a replacement But they wouldnt do it

  

  Business Response

  Date: 11/30/2023

  Hi,

  I apologize for the inconvenience with your order. I am unable to locate an account or order. Please provide your account or order number so I may locate and assist.

• Initial Complaint

  Date:11/20/2023

  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.

  To HSN Recently I saw an advertisement for your online store. I browsed the products and finally decided to try the flex pay and also there was the 1st time user $20 , ********* offer. First I had difficulties and called for help and I was asked for my name and so on. But since never making a purchase in the past, I was not going to show ** in your system. Finally I figured out with the help of your rep how to place my order using that code and flex pay. I got off the phone and then continued with this purchase. In order to get flex pay to work, I had to go out of the "Bag" and select it a second time and then immediately select the flex pay option. When doing so , I removed the other one so there would not be a duplicate order. Then I decided to pay with my debit card and not the credit card that I first entered. Your system asked me for the security code. I assumed it was for the debit card, since I entered that one. But your system told me it was wrong and it was not allowing me to see which payment you was trying to charge. I tried to call back and your service was closed. I sign in to my credit card and see you charged an amount over $16, when it was supposed to be under that amount. But it showed I made no purchase at all. I went back to attempt it again, Then your site said I already used the coupon "Holiday23" , when I did not, since your system failed my order. So how in the world do I get this resolved. And why you charged my card and say I did not make a purchase. What is going on. I need help and I work during the day and hard for me to call. You do not have an email for help. So I came here for help Please help

  

  Business Response

  Date: 11/20/2023

  Hi,

   

  I apologize for the troubles with placing your first order. The charge you are seeing is a pending authorization that was placed on the account when you attempted to place the order, because the security code was entered incorrectly the charge declined and the pending authorization will fall off in 3-5 business days depending on the account.

  Customer Answer

  Date: 11/20/2023

   
  Complaint: 20893551
  
  Thank you for the response, but you ****** responded. You did not explain why it was stating that the 1st time purchase was stating invaild or already used in the past, when the purchase never happened. Your response in pathetic
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/30/2023

  Hi,

   

  I apologize I thought the concern was regarding the charge. I was unable to locate why the Holiday23 code didn't work on your first order, I checked the account and don't show that it was registered as a redeemed code. I have issued a $20 spendable kash credit to your account, this is valid until 1/29/2024.

  Customer Answer

  Date: 12/04/2023

   
  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:11/17/2023

  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.

  On October 28, 2023 I ordered the electronic product Roku Streamer and antenna. The antenna did not pick up any tv stations. I attempted to request a return label: The ** # did not work; the ability to print the label did not work; on the email, I was told to contact **, which # did not work, etc. When I attempted to retrieve the order, I got an error message that the order could not be retrieved.I see similar complaints on a blog from others. It's as though there is a concerted effort to prevent customers from returning defective products.

  

  Business Response

  Date: 11/17/2023

  Hi,

   

  I apologize for the technical issues you experienced when trying to contact us. I do show that you spoke with a representative on 11/13/2023 at 01:17:27 PM and a label was requested. You should receive this in the mail 3-5 business days to return your order.

  Customer Answer

  Date: 11/17/2023

   
  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:11/13/2023

  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 returned my order **********. I received an email from HSN claiming a refund was issued on 10/26/2023. As of today, 11/12/2023, I have not seen the refund post to my account. Ive reached out to customer service multiple times via online chat (11/7/2023 & 11/12/2023) with no resolution.I would like to receive my refund to close this issue out as Ive already returned the merchandise per the sellers terms.

  

  Business Response

  Date: 11/14/2023

  Hi,

   

  I apologize for the inconvenience with your refund. I checked with our credit department and confirmed there was an error in the processing of the refund, this was manually corrected today. You should see the refund back to the *** within 3-5 business days.

• Initial Complaint

  Date:11/06/2023

  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.

  HSN has provided the most egregious customer service via their "VERIFICATIONS" department. First of all, this department who can only be reached at hours i am at work never even reached out to me to verify my order prior to cancelling it nor did they reach out after that nor did they respond to my voicemails left. I was approved for the HSN card via SYNCHRONY BANK and I planned to utilize this as it would save me money given its purpose. After trying to reach this ill equipped department, I finally spoke to a woman by the name of ***** or ***** and she was rude as ever and said my account was permanently closed, which shocked me as i hadnt used it accept for my first order attempt. She claims she couldnt verify my information which is hard to believe. I proceeded to ask her when and how many times has your department attempted to reach out to me to verify me and or my information or to request information. SHE STATED NONE. WE HAVENT. so i took a hard credit inquiry loss and was approved and promised my children what they were wanting only to have this all blow up because of this team that didnt even reach out to me. and then permanently closed my account. This is unfair and i never received the opportunity to properly rectify the situation, in addition to this as i stated in the beginning, the woman ***** or ***** was extremely rude and unprofessional and her condescending tone was disrespectful and inappropriate. Now I am left with an open credit card I cannot use anywhere because of this and i took the loss on a hard credit inquiry.

  

  Business Response

  Date: 11/14/2023

  Hi,

   

  I apologize for the experience you have had regarding this concern. Our calls are recorded so the call will be reviewed, and Team Member coached. A member of our Verifications team attempted to contact you to see if the account can be resolved. We are not able to confirm the account can be cleared but would need to speak with you to attempt to resolve the issue. Please refer to the voicemail with instructions to return the call.

• Initial Complaint

  Date:11/06/2023

  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.

  On 4/18/2023 I placed an order for 3 items, I received an email confirmation about the order on 4//18/2023 and immediately reached out the next day, 4/19/2023 to to inform them that I was no longer living at the shipping address they had on the order. The HSN rep said she was not able to change it even-though it was less than ***************************************************************** change the address (she told me the order was not processed and was not shipped at that point). This didn't make sense. I constantly receive emails about the order, In August 2023 I again called HSN and explain the issue. The HSN rep I spoke with then said she would notate the account and I would no longer receive emails about amounts owed for the order. 11/2/2023 I received a notice from ***************************************** I again immediately reached out to HSN on 11/3/2023, the rep placed me on hold and said she will take care of this for me. She later returned to the line and inform me that I will need to call the collection agency myself to dispute this, (she stated this was what her supervisor said I needed to do) I think this is HSN's responsibility to remove this from the collection agency. I have responsible manage my finances and my credit and I do not want this sullied. Please assist and ask HSN to look into this matter and remove this information from the collection agency as it is not justified. HSN Acct # **********. Account # on collection agency letter *********, account balance = $81.78. Respectfully,**********************************

  

  Business Response

  Date: 11/13/2023

  Hi,
  
  I apologize for the delay and concern with these orders. I have requested all three orders **********, **********, & ********** were removed from collections and a refund issued on the payments that have settled. Please allow **** days for the accounts to be removed from ******** collections.

  Customer Answer

  Date: 11/13/2023

   
  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.

  Thank you very much for your assistance and support with this matter, much appreciated.
  
  Sincerely,
  
  **********************************

• Initial Complaint

  Date:11/02/2023

  Type:Billing 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 had a account with ********************** (****) I am also a used on my husbands account( ******.) Both accounts were closed in good standing. The accounts were closed by us with a $0. balance. I tried to place a order with my bank card and the order would not go through. I called customer ********** and was told I had a balance but when I checked on line in hsn there was no balance the balance was $0. could not place the order. I was then told to call ************** ************ with I did they told me that the account would be corrected and I could used my bank card to place order in about ten days. I tried and could not place orders. I was told by hsn customer service ************ that the card on my account cloud not be used they were lock????? in to the closed account?????? With did not make any sense. I have spoken to about the supervisors and mangers they were no help at all. Know one could explain why I could not use one of the charge cards that I had used before or why I could not used another card to place a order.

  

  Business Response

  Date: 11/13/2023

  Hi,

  Unfortunately, we are not able to have the same credit card on multiple accounts and since your card is on your husbands closed account, we are not able to use it to place an order. I show there are open flex payments, once those are processed, we can request the card be transferred to your account so you can use it and place orders.

   

  Please give **************** a call to request the card be moved once the flex are paid and **************** will review to see if they are able to move the card to your account.

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 20810594
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****/*************************

  Customer Answer

  Date: 11/14/2023

  I do not have ant flex payments outstanding on any accounts. with hsn. I checked before I filed this complaint. spoke to a customer service represen. online at  hsn  in there message center record with hsn.

  

  Business Response

  Date: 11/15/2023

  Hi,

   

  I apologize for the issues. We are unable to have the same card on file with multiple accounts. Currently the card is under your husbands account and has open flex payments on it. Once the payments have settled, we can request the card be moved to your account so it may be used on your account as his is closed.

  Customer Answer

  Date: 11/15/2023

   
  Complaint: 20810594
  
  I am rejecting this response because: They have not sent me prove of any flex pays that r outstanding on any account. it does not make sense to freeze my credit card if there was a balance. As long as the credit card is good I should been able to use it.  
  Sincerely,
  
  ****/*************************

  

  Business Response

  Date: 11/16/2023

  Hi,

   

  The card is on your husbands account and can only be used by him. The flex payments are not outstanding, they are scheduled to process, once they have settled, we can request your card be moved to your account so you can use it on your account. Unfortunately, we can't move it until the open payments have processed.

  Customer Answer

  Date: 11/16/2023

   
  Complaint: 20810594
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****/************************* I would like to know when these payments have cleared. By email and when this moving has taken place. the card that they r speAKING OF HAS NOTHING TO DO WITH MY HUSBAND. THE **** IS IN MY NAME ONLY.

• Initial Complaint

  Date:11/01/2023

  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 a ninja foodie cooker in September and I saw an advertisement that showed you would get $50 if you would if you opened an HSN credit card if you put the purchase on the HSN card. Therefore as I was processing the order I applied for the card and put the purchase on the HSN card. I waited for over a month to see when I was going to get the $50 credited to my account but they never were. I then called them on October 30th and asked him about the $50. They said that they didn't have that offer and that the offer was for $10 and they said that they were going to give me the $10 credit. If the offer was for $10 back in September then why was the credit not given to me until I called in on the 30th? I think the company did this to appease me and to avoid giving me the $50. The agent that I talked to on the 30th said that that was all that she could do and would not connect me to a supervisor. I have worked for call centers and I know that a supervisor is always available. She said that I would need to call back and ask for a supervisor. I called back the next day on the 31st and asked for a supervisor. the agent I talked to on the 31st said that they had already given me the credit of $10 because that was the offer back when I made the purchase. I told her that the offer was for $50 off if I purchased it through an HSN card and applied for one which I did and those $50 off are still being advertised today. She would not connect me to a supervisor either and placed me on hold there was not even any music there was just silence and eventually after 10 minutes disconnected my call.

  

  Business Response

  Date: 11/13/2023

  Hi,

   

  I apologize for any misunderstanding or inconvenience with this offer. I checked with our marketing team and in when this order was placed 09/19/2023 our promo for new HSN card holders was $10, this was the promo for the whole month. The $50 promo was not offered until October 22nd thru 30th, the image provided was from 10/30 when we had the Bissell Crosswave TS. I do show an attempt to order the ninja multicooker and the new card offer of $10 was applied, however the order was incomplete and the $10 was not taken off the final order 1918222682 when it was processed. I do show a $10 refund was issued back to your MOP on 10/30/2023.

• Initial Complaint

  Date:10/31/2023

  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 placed an order for ************************* boots and Hue faux leggings. At first, I was told by HSN that the items could not be shipped to my house address.A day later, I got a call from HSN, saying they confirmed that my address matched me from my history orders.On oct 20th, I placed the order online with expected arrival date of 10/27/23.As of date, no order arrived. I called HSN only to be told that my order showing cancelled but my debit card has been charged $85.99+$43.53. The customer service insisted that the order was cancelled but I have where HSN deducted and paid for items I did not receive

  

  Business Response

  Date: 11/07/2023

  Hi,
  
  I show we do have two orders for you ********** & **********. Both orders show shipped as of 10/26 with tracking 1Z7R1E98YW03593412. Tracking with *** this shows Delivered On Wednesday, November 01 at 10:04 A.M. at Front Door.

• Initial Complaint

  Date:10/26/2023

  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.

  Re Order # ********** Perlier Bath Cream I bought this item based on on-air promise of free exchanges. The host stated that the item could be exchanged (free) for another scent. I contacted the company to do so and was told it could only be exchanged for the exact same item which is of course, NOT an exchange. I was told I could return and re-purchase at a cost of $9.95. This is false advertising. The marketing repeats over and over that free exchanges are possible when in fact they are not.I purchased **** Pear and would like to exchange for Golden Almond. This option, along with verbiage touting free exchanges, is listed when viewing the product on the HSN website:************************************************************************************************* screen print attached

  

  Business Response

  Date: 11/13/2023

  Hi,

   

  I apologize for the confusion on exchanges. We are unable to exchange for a different scent on this item, however I have waived the return shipping if you would like to return or place a new order for ******************* a full refund of the amount paid will be processed back to the *** once received.

  Customer Answer

  Date: 11/15/2023

   
  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.

  Please let me know how to return the item without incurring the return fee.
  
  Sincerely,
  
  *******************