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

  2311 Dover St NW Dalton, GA 30720-6287

• 

  HSN

  PO Box 659707 San Antonio, TX 78265-9707

• 

  HSN

  16 Wright Way unit A oakland, NJ 07436

• 

  Home Shopping Network (The)

  7339 Industrial Blvd Allentown, PA 18106-9369

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

• Initial Complaint

  Date:06/01/2023

  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.

  HSN (Home Shopping Network) is purposely violating FTC law by sending incorrect orders and then requiring them to be returned if a refund is wanted. On 5/19 I ordered purple Birkenstocks to be paid for over three payments. The first payment was 5/20 for $35.83. Today, 5/31 I received gray Birkenstocks. I contacted HSN per their online chat and was told there are no more purple Birkenstocks, so I just asked for a refund. Their representative told me I could not receive a refund until I returned the incorrect order they sent me. This is a violation of FTC law in which consumers cannot be charged for being sent the wrong items, and they may consider the incorrect item as a gift. I then called their customer service line and was told the same thing. The rep spoke with her supervisor and the supervisor told her the same thing, the item must be returned if I want a refund.This violation of FTC law is apparently part of HSN's regular policies. It assumes that most customers will not be aware that this is against the law. Even their representatives were not aware of this law. This is not the fault of the customer service representatives, because the company rules on such policies come down from the top. I would like a refund of the $35.93 I already paid, plus cancellation of the next two payments. I will not return the incorrect order. I would also like HSN to discontinue their illegal policies towards customers who were sent the wrong item. I have pictures, order information, and chat logs proving all of the above.

  

  Business Response

  Date: 06/08/2023

  Hi,

  Thank you for reaching out. Our company is aware of the *** rule you are referring to, but we do not agree that your situation is the same. As previously stated, we are more than happy to issue a refund for the amount billed to your credit card $35.93 upon receipt of the item you have in your possession. We have waived the ** return fee so you may use the ** return label included at no cost to you. 

• Initial Complaint

  Date:05/25/2023

  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.

  As a new HSN customer, I cannot believe that my HSN account was locked without a valid and just reason. In the beginning, I was able to order items from HSN but now I cannot order a single item from HSN's site. I called HSN's Fraud Department multiple times to ascertain the reason why my HSN account was locked. They were unable to explain to me as to why it was locked nor were they able to gave me a valid reason as to why I'm prohibited from ordering. They proclaimed that my billing address information is not associated with my name--which is an outright lie. Let me say this, the billing address information is associated with my name and it has been so for many years, and is where all billing statements are mailed to indisputablly. HSN's Fraud Department blatantly alleged without facts that I attempted to make fraudalent purchases by misidentifying my identity. They actually believe that I intentionally committed fraud and misrepresentation. Of the times I spoke with them I got nowhere with them. I've ordered items from other online retailers and not once had I encountered any issues nor had my online accounts flagged/locked--none whatsoever. HSN locked my account when they cancelled my one order in April 2023, when I attempted to buy one Sealy 15" queen mattress set. I tried again to reorder but was unable to do so. Order IDs: ********** / ********** / **********. I called my credit card bank multiple times and they have concluded that my billing address reference in my HSN account is correct and is the one associated with my name. The bank is willing to do a 3-way call to include HSN to validate and confirm my identity and the billing address that is associated with my name but the fraud department was unreceptive to the idea. I'm requesting that my HSN account be reactivated immediately so that I can resume ordering online. I can be reached via email which is the preferred method.
  

  

  Business Response

  Date: 05/25/2023

  Hi,
  
  I am sorry for the trouble with placing an order. I reached out to our fraud Department to get more details and information regarding your account. Unfortunetly, the orders were cancelled as the bank declined the transaction due to a billing address mismatch. To resolve and restore the account we would need to speak with the account holder, we are not able to speak to a third party. During previous calls a third party would take over and we are not able to consult with anyone other than the account holder to resolve the concern.

  Customer Answer

  Date: 05/25/2023

  Complaint: ********
  
  
  
  I am rejecting HSN response because:it is untrue.  I was in communication with the credit card bank multiple times during the ordeal/nightmare, and was advised by them that my account was and still is in good standing.  HSN is now alleging falsely that my credit card declined by the issuer(bank) during the time I attempted to buy one Sealy queen mattress set in April 2023.  I just spoke with the issuer(credit card bank) minutes ago today(5-25-23), and they said there was/is nothing shown in the accountholder's account that the issuing bank did not permit(declined) the transaction in question to go through--absolutely nothing.  HSN is now alleging that without corroborating it.  HSN refuses to seek the truth.  They have done everything possible to discredit and smear my personal integrity without a valid and just reason.  As a new HSN customer, I have committed no wrong whatsoever nor misrepresented myself.  For HSN to make such a unfounded proclamation is so egregious and unthinkable.  

  When I spoke with HSN Fraud Department multiple times, they never said that my credit card declined.  What they told me was my billing address information was not associated with my name, and that was the reason HSN locked my account.  The billing address shown in my HSN account is the one associated with my name, and is the same one shown in my credit card account with the issuer.  There was never any misrepresentation on my part nor was there fraudulent actions taken by me.  At this point, HSN is simply being untruthful.
  

  Again, reactivate my account.  HSN has failed to prove any wrongdoing, misrepresentation, and/or credit card declined by the issuer.

  Sincerely,

  ***** *****

  

  Business Response

  Date: 05/26/2023

  Hi,

  Unfortunately, we are unable to restore the account without speaking with the account holder. During previous calls a third party would take over and we are not able to consult with anyone other than the account holder to resolve the concern. To resolve and restore the account the account holder would need to contact our Fraud department at ***** ********. They are open Monday-Saturday from 8:00AM - 4:30PM EST and closed on Sundays and holidays.
  

  Customer Answer

  Date: 05/26/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because HSN response is nothing more than misinformation with the intent to smear, allege, and discredit my personal integrity.  There was no third party involved which is nothing more than an outright lie.  I personally spoke with HSN Fraud Department multiple times and got nowhere with them--they were not only rude and unfriendly but very much unhelpful.  I am the primary cardholder and there is an authorized secondary user that was added to the credit card account by me long ago.  There has never been any discrepancies regarding the use of the credit card nor the credit card ever being denied by the bank.  For HSN to say that my credit card declined due to a mismatch is an outright lie.  The bottom line is HSN has been untruthful and is simply covering up there erroneous mistakes and placing the fault on me.  My HSN account immediately locked when I attempted to order one Sealy 15" queen mattress set from HSN site.  That is when the issue and the meritless allegations began.

  Attached "HSN Cancelled Order" references HSN cancelling the order each time I attempted to buy one Sealy 15" queen mattress set.  The 2nd attachment "HSN Items Ordered" reflects the items I ordered without any issues whatsoever nor did the bank declined the transactions.  If I was able to order items before ordering the mattress set--see 2nd attachment--then why it became an issue thereafter when I attempted to buy one mattress set? 

  The fact is HSN is outright falsifying their claim with unsubstantiated allegations by locking my account by denying me the right to order online.  For God's sake, I am new to HSN a new customer.  I never imagined HSN would engage in such improper business practice of deceitfulness and untruthfulness.

   

   

  Sincerely,
  

  
  
  
  ***** *****

  Customer Answer

  Date: 05/30/2023

  Complaint ID: ******** I am requesting the above complaint be re-opened to further investigate why HSN locked my account without a valid and just reason. If you view the complaint above, HSN responded to the complaint but did address the issue in question. I committed no wrongdoing nor misrepresented my identity. HSN refuses to explain the real reason as to why they locked my account. As stated previously, I spoke with HSN Fraud Department and they continue to advise me the same thing--my billing address is a mismatch--which is nothing more than mistruth.

  

  Business Response

  Date: 05/30/2023

  Hi,
  
  The account was blocked as we have been unable to speak with the account holder and resolve the concern regarding the billing information. We have advised that the order is cancelling due to the billing address being incorrect, and majority of the calls we have received are either with someone who is not the account holder, or there is a third party on the line, and we are unable to speak to a third party, we can only consult with the account holder.

  Customer Answer

  Date: 05/30/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:I committed no wrong.  HSN may have responded to the initial complaint but did not address the issue in question.  They refused to research the matter in question, they refused to engage in a dialogue with my credit card bank, and they refused to explain to me the cause of the issue.  HSN locked my account for no valid reason, and they continue to say the same thing--address mismatch which is absolutely and unequivocally untrue.  I have provided documents that substantiates my claim but nothing gets resolve with the help of BBB.  I spoke with HSN Fraud Department countless times and they continue to say address mismatch repeatedly.  There is no address mismatch nor proof of it, and there is no evidence that I misrepresented my identity.  

  Sincerely,
  

  ***** *****

• Initial Complaint

  Date:05/18/2023

  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 tried to purchase a laptop from HSN and was attempting to use Flexpay for installment options. The installment was $170.00. I put in my banking information and hit pay and as it was processing I got a notification that the money was taken from my account. Then a message popped up on my computer screen stating Flexpay had denied me. So they denied me but still took my money from my account and to me that's theft. How can a merchant take money for something that was not approved. Then when I checked the order it said it had been cancelled but they still took the money out of my account. This seems illegal. And I know they will come on here talking about 3 to 5 business days it will be returned to my account but that is illegal to withhold my funds without a purchase being made. There was no transaction so why would the money be removed from my account if I didn't buy anything. This is the worst scam ever. They are theives.

  

  Business Response

  Date: 05/19/2023

  Hi,

   

  I apologize for the issue with this order. At the time an order is placed we do reach out to the bank with a temp authorization. Since the order was cancelled on our end for Flex Pay we released the funds on our side, depending on your financial institution it may take 3-5 business days for the authorization to release.

• Initial Complaint

  Date:05/17/2023

  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 a Tracphone on 5/10/23 and the order was canceled on 5/11/23 by HSN. This issue was resolved and I was able to order another phone-#******** is the complaint number. The monies from the cancelled order on 5/11/23 have not been returned by HSN. My bank cannot help because the transaction is pending. I've spoken to three customer service agents and was told by the first agent the funds should be returned in 3 days from the original cancelation date. The second agent told me the funds should be available by Monday after 2p.m. and the third agent today told me 30 days. I want my monies $46.92 returned back to my debit card the way HSN received it.
  

  

  Business Response

  Date: 05/17/2023

  Hi,

  I apologize for the continued issues on your order. I requested the temporary authorization be released. Depending on the financial institution it may take 3-5 business days, some prepaid card take up to 30 days to reflect.

• Initial Complaint

  Date:05/11/2023

  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 paid ***** for a cell phone on 5/10/2023. They canceled the order because they could not verify my identity. My address has been the same for ten years. My email has been established for 5 years and my debit cards are registered to my address and email. HSN never asked for ID or any supporting documents to verify identity. I had this same issue in 2020 when I tried to purchase a Coach purse from them. I asked if they were going to send a letter to explain their verification process I was told no. I want to be able to order merchandise from HSN or be told why not. I don't have this issue with other online retailers and I have never been accused of fraud until attempting to do business with HSN.

  

  Business Response

  Date: 05/11/2023

  Hi,

  I apologize for the experience with trying to place an order. I can confirm the account was cleared with our LP team after they reviewed additional information and speaking with you earlier today. You may shop on HSN.com or call ** at ************ to place an order.

  Customer Answer

  Date: 05/17/2023

   
  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:05/10/2023

  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 was notified that your company and another company are trying to scam my PayPal account for over **** bucks!! Not cool!

  

  Business Response

  Date: 05/10/2023

  Hi,

  I was unable to locate an account with the information provided, do you have an order or customer number so I can research the concern?

• Initial Complaint

  Date:05/04/2023

  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.

  On 5-2-23 my HSN account was hacked and a Playstation 5 was ordered on my account. I contacted ******************** and they refused to reverse the charges inferring that I ordered the merchandise. I did not in any manner order this and the charge of $741.99 has been taken out of my bank account. ******************** could have stopped the charge before it hit my bank account but chose not too. Futhermore I was told by HSN that if I by some chance I do receive the merchandise I must return it, pay for the shipping and pay to insure the package. This is absolutely a horrible business practice. From recent complaints I see on the BBB this appears to be a common issue with HSN. It is clear they cannot keep user account information clear from fraud. The order number is **********.

  

  Business Response

  Date: 05/05/2023

  Hi,

   

  I am sorry you have had such trouble regarding this order. I have requested the package be returned and issued a refund back to your MOP for $741.99. Please allow 3-5 business days depending on the financial institution.

• Initial Complaint

  Date:05/02/2023

  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 Purchased an unlocked ******* A13 from HSN. The speaker phone did not work right, I returned it and another phone was sent out to me. This time the phone WAS locked (I couldn't use it), and the speakerphone is bad, must be this model. Anyway, I returned the second phone I received also.I was "supposedly" issued a refund of ******. I have received only a ***** refund! I don't know where the ***** and the ***** refunds are. Nobody at the company can tell me other than they were issued. If they were issued, I'd have them. My bank says HSN hasn't sent me any refunds besides the ***** one. I've never had a problem with my bank. I want the ***** & ***** refund.

  

  Business Response

  Date: 05/03/2023

  Hi,

   

  First I am sorry to hear of all the trouble you had with the original and replacement order. I also want to confirm there were two **** cards used for the order and refunds were issued. However, it looks like the one of the **** cards, the bank rejected the refund of $54.03 & *****. I have requested a check in the amount of $94.02 be issued. We will mail this out to the mailing address on file, you should receive this within 10 days.

  Customer Answer

  Date: 05/03/2023

   
  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:04/24/2023

  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.

  Purchased the *********************************** from HSN which was delivered on April 6, 2023 by *** late afternoon. After removing it from the box, I followed instructions to set it up. However, the left locking mechanism button wasnt engaging. I tried several times but it wouldnt lock. The button just kept spinning and wouldnt lock and I wanted to return it. The same day at 4:57 pm I called HSN and spoke with ***** explaining the problem and that I would like to return it because it was defective. She said she would mail a return label and it could take up to 5 days. At 5:23 pm I called HSN back and spoke with ****** and told her I finally got the locking button to work. She then cancelled the returnlabel. On April 20, 2023 at 4:13 pm, I called HSN again and spoke with **** explaining the treadmill was defective. Not only was there a problem with the locking mechanism but while trying to use the treadmill, it would quit working. This happened more than once since receiving it. **** informed me that I needed to call HSN back in 5 days, April 25, 2023 to get a return label and it would take 5 to 7 days to receive it. HSN has a 30 day return policy and I told **** that. He said there was enough time. When an item is defective, you are credited full price of the item when its returned. This is concerning because the price is $539.99. Plus, this was difficult to repackage AND I cannot transport it to *** because it weighs 77 pounds. Not sure how to have *** pick this up. There is no charge to me regarding shipping when the item is defective.

  

  Business Response

  Date: 05/03/2023

  Hi,

   

  I am sorry to hear about all of the troubles with this order. I do show a return request was submitted and our partners arranged for a ************. Looking at the tracking for that pickup, the item was picked up today Wednesday 5/3 and will be returned to the warehouse. I have gone ahead and issued an advanced refund due to the troubles since the item is showing picked up. You should see the full refund of $539.99 back on your MOP within 3-5 business days depending on the financial institution.

  Customer Answer

  Date: 05/07/2023

   
  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:04/10/2023

  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.

  Last month I had a charge for $310.73 from HSN on my ***** I never ordered anything from them so I disputed and my credit card company investigated and reversed the charge. I received a notice from HSN claiming I still owe this but with no explanation. I never ordered, and did not receive anything from HSN. The Order Number is **********. This appears to be a scam.

  

  Business Response

  Date: 04/12/2023

  Hi,

   

  I apologize for the trouble with this issue. I confirmed with our internal team that this was deemed fraud and confirmed you are not responsible for the balance. A letter was sent out prior to the investigation closure. This was already updated with the system to reflect this.

  Customer Answer

  Date: 04/24/2023

   
  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,
  
  *******************