Complaints

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

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• 

  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

  6130 Preservation Dr Chattanooga, TN 37416-3600

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:10/12/2023

  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.

  Bought a PS 5 system on Home Shopping Network. Also noted 2 coupons that applied to me. 1st time buyer 20% off, as you can see in the picture there are NO EXCLUSIONS, and 20% off a single item, again NO EXCLUSION. I through the app as directed applied coupons and they were not accepted. Called *************. She tried as well, did not work, she reached out to support and learned that coupons did not apply to what I was purchasing. I asked her where the exclusions were listed and she did not know. Due to her supervisor instructing her coupons could not be applied to my account. I believe both should apply as they were falsy advertised. What I purchased was what it was worth on sale NOT the original price, the PS5 is not the newest equipment and has old games with it. Paying for S&H as well.

  

  Business Response

  Date: 10/23/2023

  Hi,

  I apologize for any inconvenience with using a coupon on your order. In the picture provided both coupon codes have an asterisk * and the exclusion list is provided when you click on the code. As this item was on sale for $200 off it was not eligible for the Holiday23 code and electronics are excluded on the addtobag code.

  Customer Answer

  Date: 10/25/2023

   
  Complaint: 20725685
  
  I am rejecting this response because:  I do see the asterisk, however, it does not say exclusions apply anywhere.  When I called customer service, she did not say there were exclusions  there were asterisks and to click on them!??  She did not even know, so how would I know to click on them?  She reached out for support and told me, I could not get use them, never indicating that they were excluded and I should click on them so I could see for myself.  **************** said "I don't understand it".  But, you expect me to understand why these offers would not apply to me?  False advertisement.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/11/2023

  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.

  My Mom has been ordering from HSN for years and not able to pay her bills she has mental problems and they will not close her account or cancel transactions I want them to block ***************************** from being able to order again.

  

  Business Response

  Date: 10/12/2023

  Hi,

  I am sorry to hear of the trouble with closing your mother's account. To take action on the account we would need the request from the account holder, or a power of attorney notice to be able to close the account at your request. Please send a power of attorney notice to the below address:

  HSN Attention: ********************************************** *** ****
  *********** ** **********

• Initial Complaint

  Date:10/06/2023

  Type:Service or Repair 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 signed up for emails on the HSN site after seeing the call to action:"Get 15% OFF* Sign up for HSN emails and get exclusive offers and updates sent right to your inbox." "*Valid for new subscribers only. An email will be sent with your offer information."I waited over 24 hours and did not get an email (I did check my spam folder also). I called because the chat did not work (could not submit my message because submit ****** did not work). The representative said to receive the coupon, I had to make a purchase, and THEN I would receive the coupon. So, I made a small purchase. But not for the item I really wanted to buy and use the coupon on. After the purchase, still no email or coupon. I called again. The second person could not explain why I hadn't gotten a coupon. They said I would need to make an order through the phone to receive the discount. At that time I also learned there was a maximum monetary discount allowed ($50). This was not disclosed, and meant the HSN price was no longer competitive with other options. So, essentially I was misled into making purchase at HSN I didn't really need, all in the effort to get a coupon that was not the expected value, that I never actually got, and that I will never use. If HSN is not actually going to share a coupon, it should not be promised on the site. And if their chat function doesn't work, they need to fix it so customers aren't forced to waste their time on calls. This is deceptive and far below normal e-commerce standards.

  

  Business Response

  Date: 10/09/2023

  Hi,

  I apologize for the inconvenience you have had regarding this coupon. I do see the disclaimer is not clear on HSN.com and have forwarded this over to our marketing team to review. The cap on this coupon is $50 off, however I have documented your account to allow 15% off on the purchase of item 1340389 WALKINGPAD C2 UNDER DESK TREADMILL. 

   

  We want our customer to trust us and if you are still uncomfortable, I have overridden the return label on the original small order 1919110131 so you may return the item for a full refund back to the MOP.

  Customer Answer

  Date: 10/15/2023

   
  Complaint: 20704804
  
  I am rejecting this response because:

  Thank you for the reply, I appreciate your willingness to honor the coupon as stated, however there are a couple points other points that are the main issues for me the dishonest claims. I would like HSN to correct so other customers can avoid being misled and wasting their time figuring out what the coupon policy actually is.

  1) Your website says sign up for emails get 15% off. Make an adjustment to your site so customers receive an email, and an email coupon as you are promising. No email was sent, no coupon was sent. I've probably signed up for emails on at least 10 other sites this year. Typically you sign up, you get an email with a coupon immediately. If not immediately, the next day. HSN sent nothing. And when I called to ask where it was, they acted like this was totally normal (see below point).

  2) When I called, your phone rep said I was required to place an order BEFORE I got a coupon. THEN I'd get an email with a coupon good for the NEXT purchase. Ideally, no on should have to waste their time calling because of point 1 above. This didn't happen either. Frankly it seems like this was just a complete missstatement. I hope HSN is not training reps to say this, because it's simply not true. 

  I will not need to use the coupon in question. I've already bought and received the $500 item I was looking at directly from the manufacturer, with no problem. Had HSN sent me the coupon in the first place, I would've used it to buy the item at HSN.

   I will also not be going through the hassle of a return it's not worth the time for me to deal with sending something back. I thought HSN might be willing to refund given all the factors involved, but I'm not really surprised they aren't. I'm just disappointed I was misled into placing this order under false pretenses. 

  I hope HSN can get their site and email program fixed and up to modern standards so other people aren't misled. On that note, the customer chat was also not working the 3 times I tried it. I could type a statement, but it could not be sent (with return key or pressing send). I don't know if this is a mac issue or something else. But it's just one more thing compromising overall credibility and convenience for your customers. 

  I'm not asking for anything personally at this point. I'd just like you to honor your word and start sending emails and coupons after sign up, or remove the promo from your site. 

  Thank you,  
  ***********************

  

  Business Response

  Date: 10/23/2023

  Hi,

  We have forwarded the concern regarding the email coupon issue and updates be made and appreciate the feedback.

  Customer Answer

  Date: 10/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and accept it as resolved. However i'm underwhelmed by the reply and think it's crazy a company can't figure out how to send emails. Looks like they'll just keep lying to people but it's not worth my time to deal with it anymore. So "resolved". 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/06/2023

  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.

  My old phone number **********. New phone number ********** Hsn has been over charging interest for 4 months. Owing my account a credit of over 800 dollars. I will not oay on account or purchase any further until corrected.

   

  Old phone number ************ New phone number *********** Definite problem with HSN. Improper business ethics. I did not opt to paperless. Can no longer access account. After last purchases. And paying over 900 dollars towards account. Noticed improper practices. First charged double interest with two charges for months of June July august and September., Now. Notifying going paperless and I cannot change myself with access to my own account. After these last purchases I am going to take a break from using HSN. Nothing but illegal activity as of late. I wish repair to happen. Put me back to receiving my statements in mail. I must gain access to account. Then credit back for 4 months of over charging interest. Over 800 dollars. I would like illegal activity to stop immediately. Thank you. ****************************

  

  Business Response

  Date: 10/05/2023

  We are ************* and ********************** We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete, we will mail a response letter directly to you that contains our findings.
  
  
  

  

  Business Response

  Date: 10/06/2023

  
  ***********************************' via Dispute Resolution - Shared Inbox <********************************************************>
  Thu, Oct 5, 2:38 PM (18 hours ago)
  to **************************************************** ********************************************************
  
  Hi *********,
  
  After a review of the complaint, we believe this is intended for HSN. We've attempted to locate an account with the information provided, but we were unsuccessful.
  
         BBB File Number: (BBB Complaint ID #*********
         Complainant Name: (***************************)
         Complainant Address: (**************************************************)
  
  Please let ** know if you have any questions or concerns.
  
  Best regards,                   
  Jherrica *********;    

  

  Business Response

  Date: 10/09/2023

  Hi,

  I apologize for the issues and concern you have had with this concern. I reached out to Synchrony, who owns the credit account, on your behalf to learn more about your concern. On 10/04/23, Synchrony customer service received a call and ebill was removed, phone number was updated, and 4 months of interest removed.  Total interest removed was $817.36. Interest each month will be charged because previous balance is not paid in full.  The payments are greater than minimum due but not the previous balance.  Synchrony pulled the last year of billing statements and the payments paid have not been the previous balance in full during that time.  The interest credits will be on her next billing statement on 10/27/23.

   

  If you have any other concerns or questions, please contact Synchrony ************** 7:00AM ET- 2:00AM ET, 7 days/week.

• Initial Complaint

  Date:10/04/2023

  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.

  On March 6,2023 I ordered a HP Laptop with a 2 yr accidental damage protection plan. As of today 10/04/23 I have not been able to activate the plan. 1st the number provide on card with laptop is the wrong number to call HP. I have attempted to activate via HP website and called multiple times opened cases and they still are not able to activate since they say they need to look further into this. I called HSN on 9/25/23 and requested to speak to a Supervisor so they can help me with this. The agent took my information and said someone would call me back from leaderships and no one has yet to call me. it's been months and I'm starting to think this is a scam to charge HSN customers extra for a plan that does not exist hoping they do not activate or hope they give ** in the attempt. This looks like a scam. The way they sell it on their channel is so deceiving,

  

  Business Response

  Date: 10/09/2023

  Hi,

  I am sorry to hear of the trouble you are having with activating the HP Accidental Damage Protection ************** on your order. I would be happy to reach out to HP on your behalf to assist, however I will need the serial number to provide HP to address.

  Customer Answer

  Date: 10/10/2023

  
  Complaint: ********
  
  I am rejecting this response because: HP has resolved the issue on Friday not HSN. Case can be closed, 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/28/2023

  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.

  PURCHASED an ************************* air ***** It arrived but does fit under our counter. Therefore I filled instructions and used the same boxing and the return label which was in the packing slip. Followed the website instructions and took it to **** The item was marked to HSN from me. It arrived back at my home. Called HSN advised them this need to be returned according to the website **** was to be my cost. No problem I already made one payment of ***** on my flex pay. They refused to take it said I have to pay for shipping to return the item 6**** are you crazy why was this not disclosed to me upon purchasing the item. The customer service could care less. I dont want the product and now I dont want to deal with HSN. The credit card has not even arrived in a timely manner. I want this item return and my money back. Images say I can return it by December 14

  

  Business Response

  Date: 09/28/2023

  Hi,

   

  I apologize for the trouble with this item not fitting and the return experience. This item does not come with an EZ return label, unfortunately to return the item it is a return on your own. Once you have tracking we can issue a refund of the flex that have been charged and cancel any remaining charges. Our holiday returns recently started on 9/25, however this order was purchased on 09/10/2023. Your order is eligible for return as long as it is received back by 11/09/23.

• Initial Complaint

  Date:09/27/2023

  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 Apple IPhone that was not working properly. I was on flex pay and paid for phone to find out it was not covered for repairs by HSN or Apple. Apple sent me an email to ship a replacement on 9/11 and stated I would receive a replacement in **** days. This is 9/26, I have not received. I called and they said sorry but we won't ship until other phone is returned. I did not agree with this prior to email. So they sent email after going back and forth. I want my promised replacement phone. Then afterwards I will ship broken phone back which isn't even stated on email I received.

  

  Business Response

  Date: 09/28/2023

  Hi,

   

  I apologize for the issues you have had with your order. After reviewing the account, I show a replacement order was placed and shipped on 09/27/2023.

• Initial Complaint

  Date:09/25/2023

  Type:Customer Service 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 9/16/2023 my roommate called HSN because her purchases had been blocked due to delinquent account in the apartment building we lived in so upon telling my roommate this, she asked who it was and in responding the agent told her it was me and when the the call ended my roommate called my cell phone to let me know I should pay my bill so she can order and I asked her how did she know it was me there are 8 units in my building and she informed me that the agent told her so I called HSN myself and asked them about sharing my info with someone who wasnt me and I asked to speak to a supervisor and they connected me to *** the supervisor and I asked her isnt it illegal to share someones info and she made sure I knew it WAS NOT ILLEGAL and shell talk to the agent who did it because that wasnt supposed to happen she did apologize and to be honest I dont think she cared at all about the situation because she told me its not unusual for people to call and try to figure out how they got blocked but theyre (NOT SUPPOSED TO GIVE INFO, but it was not illegal there was nothing she did to leave me reassured that it wont happen again or try to make it right so Im filing this complaint to make sure buyers are beware that this can happen and dont forget its not illegal

  

  Business Response

  Date: 10/12/2023

  Hi,

  Our apologies that at any time you felt your privacy was not upheld by HSN. It is our policy to not give specific names or information about a separate customer's status/identity/etc.  The team member at most should have shared that an order could not be placed at this address as another account on file attached to this address would need to call in to speak to HSN. I am glad to hear the 2nd team member you spoke to was well aware of our policy and immediately placed a concern about your previous interaction.
  

• Initial Complaint

  Date:09/21/2023

  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.

  Ordered a Sealy mattress on 9/6/2023. Still hasn't been delivered as of 9/20/2023. They want to deliver it around 10//6/2023. A recent purchaser of the matterss wrote a review on how bad the mattress is on 9/20/2023 with 1 star from TN 1 week mattress sunk in It seemed completely comfortable then within a week the mattress lost support and was sunk in and my back hips and neck were stiff and painful everyday. Definitely needs more body support added ,when its only a week old and indentation is visible. Not acceptable for this price .HSN won't let me cancel the mattress on 9/20/2023 when the mattress is still over 16 days from being delivered. I'm contacting my credit card company now to dispute the ************** is a horrible company. I know they make everything sound great on their tv station but they are professional sales people that tell consumers what they want to hear. Never, Never buy from hsn they are terrible to do business with.

  

  Business Response

  Date: 09/25/2023

  Hi,

   

  I am sorry to hear of the delays with the delivery of your order. I do show this was cancelled with the vendor and a refund was issued back to the method of payment on 9/21/2023.

• Initial Complaint

  Date:09/15/2023

  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 perched a legacy box from HSN. I received the box with the instruction and a returned *** label.I put ********************************************************* the box and I shipped it back to them. they were supposed to send me back my types and a usb stick with all my memories on it.After a month and half of phone calls emails and frustration, HSN called me and said they can't locate the box. They don't know what happed to it and they are SORRY. I fell that not one cares about the box and not one want to help. These are precious memories not replaceable. Please help me find it and held HSN accountable for this.

  

  Business Response

  Date: 09/25/2023

  Hi,

   

  I am very sorry to hear of the trouble with your order. We have reached out to both *** and our vendor in regard to this package. Unfortunately, *** has confirmed they lost the package and have not been able to locate it to return the items. Our vendor has confirmed they have not yet received it, and will continue to look for it in case it arrives.

  Customer Answer

  Date: 09/26/2023

  
  Complaint: ********
  
  I am rejecting this response because: They lost 10 of my Video Types it's all memories from my wedding, my kids birth and birthday. I have no other copy's anywhere of those types. Please let me know what is the next step if my package is 100% lost.  
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 09/28/2023

  Hi,

   

  We have done all we can, and *** advised they did a thorough investigation, and they were unable to locate the package. I understand and am deeply sorry for ********************* that were lost. You may reach out to *** to see if there is anything further, but they have closed their investigation.