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

  
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  HSN

  6130 Preservation Dr Chattanooga, TN 37416-3600

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  HSN

  14043 CROWN COURT WOODBRIDGE, VA 22193

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  HSN

  1010 Cannons Ct Ste D Woodbridge, VA 22191-1455

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  HSN

  8 Thornton Rd. Oakland, NJ 07436

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:06/30/2023

  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 problem started when I noticed that despite making over the amount monthly payments and not ordering, nor being able to place an order for almost 3 years despite on time payments. My balance was not decreasing. My balance was almost paid, when I noticed all of sudden the balance ballooned, putting the balance back it was almost 3 years ago. ************** is overcharging because HSN did not give me credit for expensive returned items. I returned two laps tops, cell phone. My balance is not correct, *********** is just bleeding money from their consumers. I tried to reach ************** about the account, but the keep charging me , despite already paying for the items. This is deceptive pricing from both. I need a resolution.

  

  Business Response

  Date: 07/12/2023

  Hi,
  
  I apologize for the issues you have had regarding your HSN credit card statement and balance. I reached out to Synchrony to provide some details on your concerns. Below is what was shared to help with details on what happened:
  

  Order ********** $584.36 HP15.6"TCHPDC8/256LA was billed on 10/20/2021 and placed on 12 month VIP promo.  The order was returned on 11/7/21 however it was never removed from the promo balance.  It went unpaid until it expired on 12/24/22 and was charged $134.34 interest. The interest will be removed for this order since it was not when this was refunded and returned.
  

  Order ********** HP15"INTLCEL4/128GB/ was placed on 5 flex pays:  $105.03 11/19/21 and $79.99x4 12/19/21, 1/18/22, 2/17/22 and 3/19/22. This was never paid in full so there would be interest charged for this order.

  I was unable to locate an order for a phone to review with Synchrony for details on the balance or charges with that order.

  Recently, the account as assessed fees and interest for the following reasons:
  The 4/23/23 billing statement was paid 1 day late and assessed a late fee of $41.00.
  The 5/23/23 billing statement, no payment was received, and a late fee was assessed of $41.00.
  The 6/23/23 billing statement the payment made was not the minimum due and a late fee was assessed of $41.00.
  

  Should you have any further questions regarding your Synchrony account or statement please contact SYF at HSN Card: ************** they are open 7 days/week from 7:00AM ET- 2:00AM ET.

  Customer Answer

  Date: 07/13/2023

   
  Complaint: 20260096
  
  I am rejecting this response because:I had not missed any payments ,not even on returned items.I made monthly payments until I realized recently that the HSN were still charging me on items paid and returned. This is not fair to consumers that the company is allowed to continue deceitful practices. That  total is not right.l need the balance  cleared. 

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

  

  Business Response

  Date: 07/14/2023

  Hi,
  
  HSN has issued the refund on order **********, the balance was updated however the interest was not and Synchrony has updated the account. A letter will be mailed to you by them stating this.
  Order ********** has never been returned, so a refund was not issued.
  As for phones on the account, there are several phones, but the HSN credit card was not used on any of those purchases.
  To dispute the concern with missed or late payments you would have to contact Synchrony **************. SYF is the company that manages the credit account not ********************. They are open 7 days/week from 7:00AM ET- 2:00AM ET.

• Initial Complaint

  Date:06/19/2023

  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 bought 2 HP laptops from HSN recently. The promotion offered 1 year of laptop protection and 2 years of HP support included in the purchase for EACH laptop. I never received the verification codes to activate these products. I called HSN many times and they assured me they would look into the problem. I have waited almost 2 months for a resolution. The latest is that I received in the mail the other day a letter from HSN with a website that I was told would get me the promotional items in question. This website offers plans that I could purchase, NOT offering what I was told from HSN that

  

  Business Response

  Date: 06/19/2023

  Hi,
  
  I am sorry for the misunderstanding and issues with the HP123 service on these items. It appears you spoke with Sr. ******** **** Specialist earlier today and this was addressed. We confirmed with our Merchandising team and this item did not have the offer of HP123. I show a refund was issued on both orders ********** & **********. You should see this back on your MOP within 3-5 business days depending on your financial institution.

  Customer Answer

  Date: 06/19/2023

   
  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:06/13/2023

  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.

  Order # ********** Letsfit E22 ****" Black Bluetooth Smartwatch 2-pack June 4, 2023 Ordered approximately 15 minutes before Order # ********** Told by order taker both orders delivered 5 -7 days, soon after received emails saying, "Smile your order has shipped." Both with tracking numbers. Order ending **** delivered 6/10/23. Called and also contacted HSN by chat. Received a nonsense response blaming vendor. Note again, orders placed with minutes of each other. When we finished placing orders they had sold nearly ***** of these, but when we ordered it was around 2,700.HSN knows they will be dealing with high volume and so accordingly would so-called vendor. Of course, they wouldn't know these orders were for a special occasion, but had every reason to believe and expect both to go out in a timely way. For the order in question, ****, I did receive notice the same day as the other order that a shipping label was created.I asked reps with whom I spoke to at least request vendor, whom they blamed, to overnight this order, but told they couldn't do that. Why would they have no input when they are are providing companies with such high volume in sales. Of course, they will have an excuse, but clearly they were ill-prepared to follow through, which is an understatement. Also, one of the reps told me delivery on 6/13, but no indication of order being actually shipped and in transit with delivery time.

  

  Business Response

  Date: 06/19/2023

  Hi,
  
  I apologize for the delay in receiving your order **********. Orders are fulfilled in the order they were placed;however it looks like this was lost in transit after the shipping label was created. I do show a full refund was issued back to your MOP on 6/16/2023. You should see this ************** 3-5 business days.

  Customer Answer

  Date: 06/19/2023

   
  Complaint: 20179327
  
  I am rejecting this response because:
  Subsequently I was told a replacement was being  sent 2nd day air as Order number: 1901111076.
  I received one of their "Smile your order has been shipped" emails with tracking. As of this date no further communication or status.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/20/2023

  Hi,

  For the replacement order 1901111076, I show this was shipped UPS Next Day Air on Saturday 6/17 and per tracking 1ZY576A10193615903 it was delivered Tuesday, June 20 at 10:49 A.M.

• Initial Complaint

  Date:06/12/2023

  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.

  today (6-12-2023) i attempted to place an order with HSN for a Bell and ********************* killer online. it was the absolute worst online shopping experience i have ever had. the order process went round and round, used illogical (for the internet) sequences and did not do what it was supposed to do. i first ordered the product and made a mistake when entering the security code for the credit card (my mistake). then everything shut down and i could not get back to correct it. i went to check on orders and it was not there anymore. i placed the order again, this time with the correct code. also entered again the special code (HSN2023) for a $10 credit for first order on account. the order ended up being processed without the credit. what a farce this is. the website does not allow for electronic communications with the service ***** i've been in the website business for more than a decade and understand customer friendly. Nothing on the website is customer-friendly.my wife wanted the piece of equipment. the price was right. but then on the website it said there was additional shipping charges ($7.50). but it also said there was a $10 savings on first order. that made up for the shipping charges, so i was ok with it.took more than a half an hour to try and negotiate the placement of my order for a $50 product. AND THEN THEY OVERCHARGED **** would like the $10 refunded (plus tax????)not a good shopping experience.

  

  Business Response

  Date: 06/19/2023

  Hi,
  
  I apologize for the trouble and time it took to place your order. With the first order not processing the system did not allow the coupon as you already had a first order on the account. I have issued a refund of $10.00 back to your MOP. You should see this within 3-5 business days depending on your financial institution.

  Customer Answer

  Date: 06/19/2023

   
  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:06/12/2023

  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.

  I attempted to purchase a $50 game (Live A Live) from their site using the $10 coupon code HSN2023.I was offered a Flex Pay option at checkout, which I only took because it was offered.Only after charging my card for the first payment did I receive a message saying the item I ordered is not available for flex pay...So, now I have no way of being assured my account will be refunded, and I have no order number to confirm my purchase attempt.Only AFTER it took my first payment on an item I am supposedly not getting, did it offer to let me pay in full, the problem being now I don't have enough money in my account because it took the first payment, which it wasn't even supposed to if the item was ineligible for flex pay!UTTER NONSENSE! The only conceivable info they can use to look it up is my name and phone number,**********

  

  Business Response

  Date: 06/19/2023

  Hi,
  
  I apologize for the issues you have had with getting this item. Should an order not be eligible for flex payments the pending authorization is typically released on your card. I do show a replacement order ********** was placed on 6/15 and is processing at the warehouse. The expected delivery date is on or about 06/25/2023.

  Customer Answer

  Date: 06/19/2023

   
  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.
  

  Just to note, I received an even better discount code than the one that was used to attempt purchasing this item, via email through the same seller, and purchased it outright at a price that was satisfactory.

  I am also noting that the funds came back to my card really fast for the first failed order, which I was not expecting to happen.

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

• Initial Complaint

  Date:06/09/2023

  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.

  Placed an order for ****** on June 01, 2023. They immediately cancelled it. It is now June 8th, 2023 and I have yet to see a refund even though my bank tells me theres a seven day waiting period for a pending charge to clear through the merchant, which wouldve been yesterday. I still have not gotten my money back.

  

  Business Response

  Date: 06/23/2023

  Hi,

   

  I apologize for the issues and concern with your order and charge. I verified with our ***************** the funds were voided through Paypal and they are no longer being held. Should you still show the funds being held, a *********** statement would be needed showing the funds being held for further investigation.
  

• Initial Complaint

  Date:06/08/2023

  Type:Sales and Advertising 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 don't have exact dates but HSN had a sandal as a today's special back in May. Per the sales rep I ordered a size down from my 1/2 size. They were Born Iwa Woven Leather Sandal in the green color. Item #***-445 at $64.99, Order #**********. I checked the next day and my color had sold out. Alas when they came they were way to tight. I checked again and they had all colors back in at a price of $79.99 so I called and talked a customer service rep and she was able to order me a larger size at the todays special price, order #**********. The status showed packaging and the next day said processing with an estimated delivery date of 5/30/23. A couple of days after the due date and no sandals I called to see where they were and was told they made a mistake and they were on wait list but I had been charged. They refunded my money but I had to cancel the order and now I won't get the sandals. I believe they filled all the orders at the higher price and left me out in the cold since they would have had to honor the today's special order price. I don't appreciate them giving my sandals to someone else. They had them in stock when I ordered and I don't believe them when they say they made a mistake. NO WAY!!! I'm not happy right now.

  

  Business Response

  Date: 06/19/2023

  Hi,
  
  I apologize for the issues and trouble you have had with this item. I want to help assure you that orders are fulfilled in the order they are placed. We dont have a way to only fulfil based on a certain price point, it filters to the warehouse in order of time. I do show we have some inventory in Green size 10, there are less than 5. If you would like to place another order, I have notated your account to honor the ** pricing from 05/11/2023.

  Customer Answer

  Date: 06/30/2023

   
  Better Business Bureau:
  
  I am closing my BBB complaint at this time as I did receive HSN's response in the mail but by the time I received it and called in to place an order the item was sold out again. I thank the BBB for trying to help but I am still disappointed that HSN did not bother to call me so I could have possibly got my order in before they sold out.

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

• Initial Complaint

  Date:06/08/2023

  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.

  Purchase an ************ from them and they posted it would be here by June 8, 2023. They sent me an email stating the bike was sent on June 1, 2023 with a shipping lable from **** I contacted *** to track the package and there was never a shipment. *** never picked up the bike. I contacted HSN 4 times addressing the issue and they refused to do anything. I have email chats and documentation to show this. They charge my ****** care a portion of the bike on May 30, 2023. That is when I ordered it. Never came and never refunded.

  

  Business Response

  Date: 06/12/2023

  Hi,

   

  I am sorry for the delay in shipping with this item. We were made aware of some challenges with *** picking these up from our warehouse and communicated a delay in shipping on Friday 6/9. Once *** scans the item movement will start to show when tracking.

• Initial Complaint

  Date:06/08/2023

  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 wanted to place a online order on HSN the week before Mothers Day 2023. After selecting the fragrance I proceeded to check out. After putting in my payment information, I hit submit. A red notice appeared on the screen which said, your account with ******************** has been locked. I called customer service and they told me I had a delinquent balance. I replied that this was incorrect. The manager said someone has used my address to order from HSN but not my apartment number. I asked for more information but she would not give me what was purchased or what name the order had on it. I am so frustrated because I feel this is fraudulent and the manager was not willing to resolve this problem. I have ordered from HSN for several years without any problems. I am considering contacting a lawyer to get my account unlocked so I can continue to shop at HSN going forward. I feel like a identity theft victim.

  

  Business Response

  Date: 06/08/2023

  Hi,

   

  I apologize that you were not able to place an order and have your concern resolved. There was a precious account with the same address and apartment number that was in a negative standing with HSN. We have confirmed this account is no longer at the address and cleared the address and any accounts associated with it. You are in good standing and able to shop.

  Customer Answer

  Date: 06/08/2023

   
  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:06/07/2023

  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.

  It is bout HSN n not having any customer service at all. They don't care bout 1 customer cuz they have lots more so 1 customer means nothing to them. They do as they want to n not what the customer asked for. They have rules that r messed up. They cuz'd the 1 person who was trying to help me to lie n then that person lie. Didn't really try to do as I asked. I have tried to get to a higher up person or their assistant to contact ********* just prove they don't care by not getting some1 of who I asked for n then they have another company from another state call me when I don't need to talk to those other people. That just get me more upset n they don't care they make more problems. Which just makes me problems n don't care that they do that. They don't care that they lose just 1 customer. They have proven my points all the time. I need some1 from HSN corporate ************** high up in the company or their assistant to call me n make things right n not do they want to n not to just push me off. Some1 with a direct line n a VM so I can leave a message if I have to. I DON'T want some1 from another company calling me n NOT some1 I DON'T want calling me that will make things worse then they already have done. I'm very very very very very unhappy with the company n all problems have been around 1 order n 1 order only n they just make things worse after I asked for. Also I ONLY want some1 locally n NOT out of the area. Make sure they call me by ***** only n NO other name.

  

  Business Response

  Date: 06/22/2023

  We value every customer and appreciate their voice, to which our customers can communicate through a plethora of avenues. We take every concern seriously and we are disappointed to hear ***** did not experience our expected Customer Centric Culture. Upon review of account calls I did not observe any false claims. We would be happy to review a specific call if you could provide further details so we may lodge a concern. I do see on record you requested a specific leader to call and also request supervisor assistance which records show follow up calls were made. A direct leader did attempt to call multiple times. HSN does have team members working in several states in the **, files shows you did request a specific supervisor to speak to based in *******.

  Records show customer concerns over a tablet as the keyboard not working. We asked customer to send tablet back and offered to walk through how to wipe customer information (though all tablet data is wiped at contact center). ******** refused assistance and did not return. We have since refunded item in full, outside our normal return guidelines on 5/6/23. Customer has since requested a free laptop, no further refunds will be sent as order has already been made whole with a full refund without order returned. 

  We have documented original concerns to leadership teams along about initial item concerns including but not limited to, keyboard quality, tablet speed, and tablet size.  

   

  Customer Answer

  Date: 06/23/2023

   
  Complaint: 20154796
  
  I am rejecting this response because: they never offered to wipe the tablet clean n walk through this with me at a all. All lies n doing what they wanted to n not give a chance to to talk to some1 n not just call 3 times n saying the end of it. That not right at all. Just all lies. If u really care about the customer u would have some1 very high up call n talk to me n wait for my call back n just give a few times n say that it. Not right at all. U wouldn't keep making me more upset then I'm already. If some1 would of what **** said he would do n he would of let some1 know he was on **** n then I would of dealt with that person but u didn't do any of that. U people r just full of lies. U people just do as u want to do n not actually do as the customer had asked to be done n **** was will to do that. Then u people did what u did n made **** lie n then **** lie to me when I finally talked to him. U really need a very high up person to call me directly with a direct ********* n NOT the from the number some1 would care for executive customer service. So I can go over everything ************ will know what has or hasn't been done. I know u would say what u did at the end of the ************ proves my point that u don't care bout customers. U can u r all bout the customers but not trying to get some1 higher up or their assistant to call me. Then that makes another lie. If u really want to prove u do take care of customers then some1 I asked to have call me n make things right. Then I will believe that u do care about the customers. Until then I don't believe u at all n ur just lying bout all. Make sure if some1 does do this that they call me by ***** only plz n *** U r more interested in losing a customer n getting a bad reputation. That all u care bout.
  
  Sincerely,
  
  *********************