Important information
- Customer Complaint:BBB recommends that if you have any complaints or concerns you contact HSN at (800) 247-2780 prior to contacting BBB.
Complaints
This profile includes complaints for HSN's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 288 total complaints in the last 3 years.
- 84 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/10/2023
Type: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.
March 4th I purchase a Beauty Rest Mattress with a return/ refund guarantee. On March 23 I requested a return/ refund and was told in WRITING , pick-up would be within 15 days. HSN failed to pick-up the merchandise. Upon inquiry I was told by customer service it would be 20 days to pick up. As of today April 7 still no schedule return or refund.
Business Response
Date: 04/11/2023
Hi,
We escalated this request with the vendor and carrier and have confirmed as of 11:20 AM today 4/11 the pickup is scheduled for 04/13/2023 between the hours of 06:00 - 19:00.
Customer Answer
Date: 04/11/2023
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:04/06/2023
Type: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 and included the apartment number. The order confirmation indicates it is missing an apartment number. I contact HSN customer service and confirm the order has not shipped. Nonetheless, I was advised that I could not cancel this order and it will ship with an incomplete address. My credit card is charged for an item that will not ship to me. I am requesting a refund. This is a scam.Business Response
Date: 04/11/2023
Hi,
I apologize for the inconvenience regarding your order 1887418073.I show this was shipped via *** 1Z61A9A30326068899 and delivered to a *** access point on Saturday, April 08 at 12:34 P.M. The pickup details are below:
***************************
***********************************************Their pickup hours are Mon-Sat: 8:00am-8:00pm & Sun:9:00am-5:30pm.
Initial Complaint
Date:04/05/2023
Type: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.
This complaint is in regards to a purchase made on HSN.com 12-29-22 Three pairs of shoes purchased, two pairs arrived. One tracking number for all three shoes.I did not receive the third pair (Birkenstock ******* Leather Shearling Clog) I spoke, via chat with a customer service representative twice and was assured the amount charged to my card would be reversed. They should have copies of this chat in their system. Two months later I was charged for the Birkenstocks after telling me I would be refunded. When reviewing my account with HSN the shoes say "refunded" yet, still being charged. I Would like my refund, as stated in the amount of $71.00 flex pay and not to have reacurring charges. Order# **********Business Response
Date: 04/11/2023
Hi,
I apologize for the inconvenience and issues you have had regarding order **********. I have gone ahead and issued a refund of the rebilled first flex $70.71 and cancelled the remaining payments since this was not received.
Customer Answer
Date: 04/11/2023
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,
Birtan *******Initial Complaint
Date:03/23/2023
Type: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 02-17-2023 my debit card was used to purchase a laptop on a payment plan with HSN. The person charged the 1st payment of ****** to my card and agreed to two more payments of the same amount. I had gone to my credit union to cancel my card as I noticed a large charge on there that didnt belong to me. My credit union gave me a temporary credit until investigation could be done. On March 21st I received a letter in the mail stating the person who purchased the item had my address and phone number so they are unable to prove it was fraud. I have tried to get more information from HSN and work with my credit union as well as my local police department and HSN has basically told me that this unpaid amount goes to collections in my name if its not paid in 120 days. The person who signed for the package was not my name and the original package was shipping to a *** pickup site in firecrest WA, which is hours away from me. They proceed to tell me there isnt much more they can do for me as the information the person provided matched the information attached to the card. If my identity was stolen,Of course the person Would have that information. Ive talked to Multiple people there with the answer given to me as unfortunately there isnt much we can do this is my final attempt for someone to help me before proceeding to a court.Business Response
Date: 03/28/2023
Hi,
After further review with information provided in this claim our ******************* was able to confirm the claims and have cleared any debts related to orders ********** and **********.Customer Answer
Date: 04/10/2023
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:03/20/2023
Type: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 pair of ******** Over-the-ear Headphones on December 3, 2022. Shortly after purchasing them, they stopped working while connected to my iOS device via Bluetooth. Initially convinced it was due to an issue with my phone, I sent my phone to Apple for repairs. They found nothing wrong with it. I wrote to ******** seeking a warranty replacement, but they did not respond to my warranty claim. I want to be recompensated for the $385.86 expended under order no. **********.Business Response
Date: 03/29/2023
Hi,
I apologize for the issues you have had with the warranty on this item. I have reached out to the vendor, and they are working with the manufacturer to send a replacement.
Customer Answer
Date: 04/02/2023
Complaint: 19621307
I am rejecting this response because: I dont know what kind of arrangement theyve made, but no one has contacted. And Ive been writing to Philips for over a month now.
Sincerely,
*******************Business Response
Date: 04/05/2023
Hi,
We reached out to our vendor and confirmed Philips was aware of the concern. Philips informed us that the contact number for ************* is ************ for Tech Support and warranty. Additionally, the replacement unit was shipped and per the *** website, tracking # 1Z2028070205818175 shows that the package was delivered on Monday 04/03/2023 at 10:43 A.M.Customer Answer
Date: 04/12/2023
Complaint: 19621307
I am rejecting this response because: While I received the replacement headphones, theyre giving me the exact same issue. There is interference with the Bluetooth antenna in the urban environment where I live. I would very much like my money back.
Sincerely,
*******************Business Response
Date: 04/24/2023
Hi,
We are glad to hear that you have received the warranty replacement for your order 1863391887, however we are sorry you are still experiencing issues with them. This order was placed in December of 2022 and is outside the return window for a refund. This would fall under the coverage of the manufacturer and their warranty terms.
Initial Complaint
Date:03/03/2023
Type: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.
In mid January our debit card was used in a fraudulent manner for $983.69 which was disputed with the financial institution, card cancelled and appropriate paperwork filed. On February 16th, HSN sent correspondence back (to include debiting the account again after a provisional resolution had been posted) to the financial institution that the claim was "unsubstantiated" #1 that the card is linked to billing / shipping address and name - this is false as the documentation is to a ***************************** - which is not the name on the card. #2 that the merchandise was delivered to our address on 1/24/23 - this is false as in a cursory check utilizing the *** tracking number provided it shows that it was not delivered to our address but diverted to a commercial central pickup location. I was able to collect this information in utilizing the HSN rebuttal correspondence. I have tried several times to cooperate with HSN with information regarding this but the security department refuses to acknowledge about information available and not being the only victim of this scam with a very substantial loss to HSN. HSN has been very sloppy in follow up for the consumer by only doing superficial review and basically telling us that the claim was false and using a shotgun boilerplate response - by doing so HSN is 45 days late in getting a resolution to this.Business Response
Date: 03/15/2023
Hi,
Based on the details the customer provided in thiscomplaint,we were able to validate the fraudulent claim and the fraudulently opened account is permanently closed. A refund was processed back to the card for $983.69 via the dispute process.Customer Answer
Date: 03/15/2023
Complaint: ********
I am rejecting this response because: The information as to the diverted delivery address was available to HSN if they had taken a minute to search that information instead of basically calling us liars and have to justify information that HSN had. HSN fails to address their own incompetence and shoves this back at us and tries to wash their hands - smacking twice to get a resolution instead of aggressively addressing the fraud. Hope they end up eating the loss and many more.
Sincerely,
***********************Business Response
Date: 03/24/2023
Hi,
I apologize for the experience and frustration with this situation. Based on the details the provided earlier in this complaint, we were able to validate the fraudulent claim and the fraudulently opened account is permanently closed. A refund was processed back to the card for $983.69 via the dispute process.
Customer Answer
Date: 03/24/2023
Complaint: ********
I am rejecting this response because: HSN still refuses top acknowledge that they were incompetent in aggressively pursuing the true perpetrators of this fraud and wasted time coming back at us to do the footwork of their own shoddy paperwork. Granted the refund was made but after they fooled around for close to two months to get a resolution. Every response has been a boilerplate excuse instead of accepting the responsibility and taking two minutes to accept assistance and insulting us in trying to get resolution. Don't call the customer a liar when the answer is provided and HSN fails to act upon true information. May HSN continue to have business practices such as this and eventually go out of business due to customers getting treated like dirt.
Sincerely,
***********************Initial Complaint
Date:02/16/2023
Type: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 December 9th of 2022 I made a purchase of a Subway playset for my son the transaction was unsuccessful I attempted to make the purchase again. The next day I check my account the transaction came out twice I didn't receive conformation on the 1st purchase so I didn't think it went through. I immediately call the HSN to make them aware of the problem. **************** said they would try to stop the 2nd order which was still in processing. Both items were delivered, I called customer service and I was to receive a return label for the 2nd item. I never received the return label I called customer service they told me to avoid the deadline that I would have to take it into the *** or **** send the item back and they will refund me for the postage. Took it into **** and the clerk at the front desk told me that it was weighing at $50 to check with the HSN before I made a purchase that large. I then took it to *** they said it was $50.87 Before I purchased the return I went outside and I called HSN and they told me unfortunately this is the only way that they could refunded and to go ahead and send the item back at $50.87 to call afterwards. As soon as I finished the transaction I called HSN customer service and told them I returned the item the lady told me that was way too much and I didn't pay $50 for the item I informed her that I literally just spoken with someone not even an hour ago I was informed to make the purchase at $50.87 And to call afterwards She said she would put in a request with the claims. Claims department denied the claim, they would not refund me my money. I spoke with the supervisor she assured me that she was going to refund the money for the return and the postage I recieved a letter again from the claim's office stating that they would not refund me my money. I haven't received a refund for the return item nor the refund of the postage .Business Response
Date: 02/20/2023
Hi,
I am sorry to hear you received a duplicate order and all the trouble with getting it returned. I have issued a full refund of the order and requested a return postage refund check for $50.84 be sent to you. Please check your mail for the check, it can take up to 21 days to be received.
Customer Answer
Date: 02/22/2023
Complaint: 19414188
I am rejecting this response because:
Good morning!This is the problem I'm having, once the agent put in for the postage request it's denied by mail within the 21 days. I have recieved two letter denying the postage request.
Sincerely,
***************************Business Response
Date: 02/23/2023
Hi,
I understand the worry, however a check has been issued by our finance department. Check 1900283720 for $50.84was issued today and should be received in the mail within 5-7 business days.
Initial Complaint
Date:02/16/2023
Type: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 January 27, 2023 I purchase two throw pillows at the exact same time. I bought them as a pair. HSN then separated the order into two order numbers #********** and #**********. On February 2, 2023 I received confirmation that order #********** had shipped. I received the one pillow shortly after. As of February 15, 2023 I still have not received the second pillow. I have called on five separate occasions to attempt to locate this package and/or cancel the order. In my most recent call I notified the supervisor I spoke with that HSN is in violation of the *** 30-day rule as we are outside the 3-7 business days they advertised for shipping and they are required by federal law to provide me with a timely refund. She did not care and told me she could not cancel the order. I then told her that I wanted to return the pillow that I did buy because I bought them as a pair and had no use for it. She told me she would have to sent me a return shipping label through the mail and could not email me one. I have never heard of a reputable business doing that. I believe HSN is simply stringing me along so I fall outside the return period and they can refuse the return. I think this is disgusting business practice.Business Response
Date: 02/20/2023
Hi,
I apologize you did not receive your second order. We were informed by the vendor the delivery would be delayed; however, I show this was cancelled as the vendor is unable to ship it. I show a label was emailed to the email address we have on file on Friday 2/17.Customer Answer
Date: 02/24/2023
Complaint: 19413425
I am rejecting this response because:I dropped the item for return at *** on Wednesday, February 22nd. I would like this matter to remain open until I receive the full refund.
Sincerely,
*************************Business Response
Date: 02/27/2023
Hi,
After tracking the package, I show this was delivered to our warehouse on Friday 2/24/2023. I have issued a full refund of the $35.71 back to the **** Please allow 3-5 business days to reflect with your bank.
Initial Complaint
Date:02/16/2023
Type: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 ordered something from them off the website after seeing it on TV. Upon receipt, it looked nothing like what was shown on TV and I immediately reached out to the customer service team to return the item. This was a comforter and pillow sham set and it arrived in 2 boxes. I had an online chat with the customer service rep about the return and never once in a lengthy conversation did she mention anything about ME being charged to return items that were essentially advertised fraudulently. I found out today, giving them plenty of time to process everything and put the funds back on my credit card, that they actually charged ME $9.95 for EACH of the 2 boxes returned to them. I reached out to another customer service rep via chat and was told that's what it is, and there was nothing she could do for me. I've attached both chat sessions. I want every ***** refunded back. This is a scam!!Business Response
Date: 02/20/2023
Hi,
I apologize you received an item that was different than what was presented. I have issued a refund of the ** return label fee for both orders. Should you receive an incorrect, damaged, or defective item in the future please reach out to customer service so we can override that return label fee. You should see the refund of the two $9.95 charges back on your MOP within 3-5 business days.
Customer Answer
Date: 02/20/2023
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. I will notify you again if I don't see those refunds within their given time frame.
Sincerely,
*****************************Initial Complaint
Date:02/09/2023
Type: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 placed an order ********** on February 3rd and selected *** 2nd Day Air. Package was shipped on the 4th. Received texts that I would be expecting package on 2/7 between 2:45-4:45pm. I also looked at the tracking info and it stated out for delivery on 2/7 by 7:00pm. 7pm went by. I went on chat and spoke to ****. She looked up tracking number and stated that I should receive it by 9pm so it would be in 15 minutes my CST time. No package. She said if I dont receive it to reach back out to HSN customer service. So today, Wednesday, went on chat and spoke to *****. I explained to her that I didnt receive my package and not on time. ***** checks and says tracking number is preparing for delivery and it can reach you at anytime now. I told her that the tracking has been out for delivery since Monday. It even says rescheduled delivery with the day and time by. At this point I tell her that Im disappointed in this service. ***** says if I dont get my package to contact them back. She then says as the estimated delivery date confirmed with the order was 2/8. I explained to her that HSN has it saying estimated delivery by 2/8 not is. I used *** 2 day air. She states that the order was not placed with 2 day shipping and that the order was selected as a 3 business day shipping and that the order states that the delivery is for 2/8. She said I should receive it anytime now and ended the chat as I was typing. Didnt give me a chance to catch up. I was replying back about forwarding my comments about shipping to the appropriate department for review.Notation: I have also included an order back in Jan that was actually shipped on time as a *** 2day air with no issues.Business Response
Date: 02/13/2023
Hi,
I apologize for the delivery concerns on your order. I do show this order ********** was purchased with *** 2nd Day Air, the expected delivery date at the time of the order was 02/08/2023. Checking *** tracking this was shipped out from our warehouse in TN using *** 2nd Day Air on Saturday 2/4/2023 and was delivered on 2/8/2023 at 4:33PM. HSN is not responsible for any carrier or weather delays. WE have documented the concern for the shipping timeframe on your order.Customer Answer
Date: 02/13/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and understand your decision. It was a pleasure doing business prior to this HSN/customer service. Thank you.
Sincerely,
***************************
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