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

  6130 Preservation Dr Chattanooga, TN 37416-3600

• 

  HSN

  14043 CROWN COURT WOODBRIDGE, VA 22193

• 

  HSN

  1010 Cannons Ct Ste D Woodbridge, VA 22191-1455

• 

  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:01/19/2023

  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 3/14/2018, I purchased 10 sets of collectible coins from the coin expert on HSN - Home Shopping Network. They were 4 coin sets of American silver eagles, dated 1986-1989, with the grade of MS 70 from the ***** grading service. I purchased them as an investment as the expert stated they were very rare in this condition. I opened only one of the sets and the remainder were left, packaged up and stored in a vault. . I only recently became aware through coin dealers/ stores, that this grading service is not considered one of the two most reputable ones in the business, those being NGC and PCGS. I paid.$1504.95 each X 10 for a total of $15004.95. I will enclose all the order numbers via emails for all ************************************************************************************************ progress of one coin exactly like one from my sets to show you the discrepancy of real value from the sale. ( low amount of $)It is a deceptive practice by HSN as the coin expert to deceive the customer. I have lost a lot of money in this purchase and only wish to return the items and refund my money. Thank you for your help in this matter

  

  Business Response

  Date: 02/13/2023

  Hi,
  
  Thank you for reaching out regarding the grading on your orders. I show all your coins were graded by ***** as stated, and ANACS is one of the four most popular and credible grading services. Combined they have certified over 80 million coins. All four firms guarantee the grades and authenticity of their certified coins. Regarding the return for your orders,they were purchased in 2018 and sadly they are outside the return timeframe that HSN would not be able to accept and issue a refund on.

  Customer Answer

  Date: 02/13/2023

   
  Complaint: 18835929
  
  I am rejecting this response because:

  I do not disagree that the combined certification of 80 million coins has been performed by these grading services. This statement back to me is concerning All four firms guarantee the grades and authenticity of their certified coins. Yes, they may, but the problem here is the deceptive practice by HSN in pricing. Grading makes s huge difference in a coins valuation. ANACS is not viewed the same as the two most respected grading services, NGC and PCGS.  ANACS DOES NOT have the premium reputation. These coins were sold as premium, which they are not. I send documentation from the coin experts and my shipment received where only one has been opened. Thank you.
  
  Sincerely,
  
  ****** *******************

  

  Business Response

  Date: 02/20/2023

  Hi,

  I apologize again for any inconvenience with your orders, however HSN is not be able to accept and issue a refund on you orders. We have a 30-day in-home return window and the orders were purchased in 2018 and sadly they are outside the return timeframe.

• Initial Complaint

  Date:01/17/2023

  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.

  On Jan 2, 2023, I purchased Origami Heavy Duty 4-Tier Rack 2-pack, *******. I received the delivery via *** on Jan 6. Unfortunately, the box was damaged to the point where I can see the racks inside the box and can see the racks are scratched and scuffed during shipment based on the state of the box no doubt. My issue is, I am happy to send the racks back since the red racks are no longer available but getting them back is the issue. On Jan 6, I reached out to chat and the young man asked me if I wanted to take a partial credit and I really didn't. I didn't plan for these to be hidden away in the garage so the scratches would bother me. I also I called HSN customer service on Jan 6, they gave me to number to *** after advising they could not send a call tag. I advised both HSN agents that I just had a mastectomy and could not lift this box to return it to the *** store. I called *** who advised they would not come pick it up because it weighed more than 70 pounds. So, I reached out to a HSN agent via chat on 1/16, connected with ***** who was not helpful. She was not forthcoming about what she could do, she only harped on what she couldn't do and what really irritated me, is once I got her to convey she could do an exchange for another color, while I took 30 seconds to think about it, she had to nerve to tell me she would have to leave the chat. I am not accustomed to that level of customer service at ********************. Today, my chemo port was put so there is no way I can lift this box. Is there anyway HSN can send a call tag. In addition, I bought a total of 4 orders that day because I love Origami, which makes this process even more painful. My order number is **********.

  

  Business Response

  Date: 01/31/2023

  Hi,

  I apologize for the trouble and experience you have had with this order. I have requested a *** pickup for the return of this order. *** will come with the label within the next ***** hours to pick up the package. Please have it packaged and ready. *** should make 3 attempts to pick up if you are not available, a note should be left of the next attempt.

  Customer Answer

  Date: 01/31/2023

   
  Complaint: 18822209
  
  I am rejecting this response because the order was returned on 1/30 and credited back today.  I was able to borrow a dolly and moved the 82 pound package myself with the assistance of a neighbor.  Given the delay, I became concerned that my return window was closing but I will say this has greatly changed the way I view HSN; I sincerely expected better.  Medically, I should not have been moving the racks around and it felt like no one at HSN was listening nor willing to take ownership to assist me.  

  Please see the return via this tracking number 1Z1VV3229000032716 confirming the racks were received on 1/30 at 8:46am.  

  Thank you for finally responding
  
  ***********************

  

  Business Response

  Date: 02/01/2023

  Hi,

  The pickup was already entered with *** so please refuse the pickup as we cannot cancel the request once submitted. I can confirm the order has been received back and a refund was issued of $54.24 on 1/31/2023. I have issued the ** return label fee that was deducted from your refund of $9.95 back to the *** as of today 2/1/2023.

  Customer Answer

  Date: 02/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and agree to close the complaint. I'm sorry, I can't cosign on finding HSN's approach to this as satisfactory.  As I said earlier, I am extremely disappointed.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/12/2023

  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.

  On January 10, 2023 I tried to place an order with HSN. On Jan 11, 2023 I was notified the order was cancelled. I contacted customer service, which said There was a dispute with the HSN credit card and I would have to contact the fraud department at ******************** I contacted them and they said the problem was resolved and I would have to contact HSN customer service. They said I had to contact HSN fraud division. I contacted them and was told I had to contact ******************** Meanwhile I can't make a purchase from HSN using ANY form of payment. I just keep getting passed along to another number. The original problem was with my QVC card, but since ******************* handles HSN and QVC my account is locked with NO recourse !!! I want my accounts cleared so I can continue making purchases.

  

  Business Response

  Date: 01/26/2023

  Hi,
  
  HSN has an open dispute case on Mr. ***** QVC account. The dispute details were provided during the 1/12/2023 interaction. The dispute case is still open with Synchrony. HSN is unable to clear accounts until the dispute is resolved with the financial institution. ************ may notify Synchrony that the dispute is invalid and request, they close this dispute, this may help speed up the process. Once HSN receives the notification, we can act. But until then we are at the discretion of Synchrony. Though the process usually wraps up sooner, it can take up to 60 days to resolve.

  Customer Answer

  Date: 01/26/2023

   
  Complaint: 18728094
  
  I am rejecting this response because: The dispute was resolved long ago. I received a new card and had already notified QVC that there was no fraud involved with the original issue. HSN and QVC said they could do NOTHING for me because it was up to Quarte (their owner) to clear the dispute. I have gotten nothing but a runaround from everyone involved. Meanwhile I have no access to QVC or HSN to make purchases even if I use other forms of payment. I have since canceled BOTH cards and have no use for their credit. Quarte seems to rule both companies and can lock out the consumer any time they want. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 01/31/2023

  Hi,

  Based off the information provided we have reached out to Synchrony and confirmed this has been closed. Our dispute team has cleared your accounts.

  Customer Answer

  Date: 02/01/2023

   
  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:01/09/2023

  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.

  This company will not stop sending me advertising emails. I have unsubscribed from any communication from them and they continue to send me emails. Comment section under "unsubscribe" allowed me to comment and I also asked they remove me from their list.My email is: ********************

  

  Business Response

  Date: 01/10/2023

  Hi,

  We have confirmed with our marketing team the email address has been unsubscribed. Please allow up to 10 days for this to reflect.

• Initial Complaint

  Date:01/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a TV stand. I got my order pretty quick and I was super excited and I began the process of setting up the TV stand and notice several issues. One of the issues while installing the base was that the screws didn’t go down properly? I was able to strip the area and force the screw in. I had several minor hiccups while While putting the TV stand together, I was able to find some work arounds. The biggest issue lies in the doors when attaching the hinges to the TV stand the holes that are designated to put the hinges in, does not mesh with actual doors. as a result, one of the doors are not closing properly, and the other has a small gap in between. Imposes a dilemma for me because I know HSN has return policy, but to unscrew all those tighten screws would be impossible to return. You can also see that the wood was damaged in some areas

  

  Business Response

  Date: 01/25/2023

  We apologize to hear the recent purchase did not meet customer expectations. For the item to receive a full refund the customer would need to dismantle the item to ship back. Our purchases are backed by our 30 day return policy for a full refund. 

• Initial Complaint

  Date:01/05/2023

  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 purchase a printer from hsn on 11/06 for $141.30, was sent the wrong printer so I returned it and they replaced it with the correct one which did not work so I sent that one back and was issued a refund on 12/26, which was supposed to be reflected within 72 hours I was told, however the refund never processed. I paid thru PayPal so there should not be an issue, they can either refund back to my PayPal or the credit card I used to pay for it but neither of my accounts have been refunded yet and PayPal refunds do not take more then a Week to process I just want to be refunded so I dont have to dispute thank u

  

  Business Response

  Date: 01/06/2023

  Hi,

  We have confirmed with our credit processing department the refund did not settle with PayPal and have manually issued a refund of $141.30 in PayPal. Please allow 3-5 business days for this to reflect.

  Customer Answer

  Date: 01/06/2023

   
  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:01/03/2023

  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.

  As you can see, we try and purchase several items from your business. Unfortunately, I have had several issues with your company. On my last order placed on 01/02/2023 I bought 3 items and was charge crazy amounts to my credit card and it wasn't fully explained why. Please listen to the calls yourself and see how bad I was treated. I had to call back and spend another 30 minutes with ***** a supervisor to help correct mistakes made. I had spendable cash I wanted to use and had to talk to ***** to get that cleared up. We are both very upset and what someone from the corporate office to call us and explain why we should still shop with you. Please call us at ************

  

  Business Response

  Date: 01/11/2023

  Hi,

  Customer was contacted on January 10th at 4:30 pm, and again today,January 11th, to wrap up the previous call.  Email also sent today with direct contact information. Confirmed that it took 4 days for the high auth to drop off.  Apologized that not all KASH was used during the orders he placed on January 2nd, which caused him to make another call to HSN and escalate. HSN issued $50 KASH and refunded it toward order 1869955589.  Customer advised he considers this to be resolved.
  

  Customer Answer

  Date: 01/12/2023

   
  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:12/21/2022

  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.

  Placed an order using flex pay and was charged the first payment immediately then got notified that I was denied for the flex pay program. Before I could take action, another charge came through for the full price of the item. I was charged over $1000.00 within seconds. This was a Christmas gift and all the money I had to finish shopping which now I cannot do because it will take several business days to get this money back after canceling the order.

  

  Business Response

  Date: 12/28/2022

  Hi,

  I apologize for the inconvenience with being able to use flexpay and the pending authorization on your account. Banks usually release the hold within 2-3 business days once the payment doesn't settle. We show the pending authorization for both the $842.39 and $218.43 have been released at this time.

• Initial Complaint

  Date:12/19/2022

  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.

  On December 4th, I ordered a computer case, paying 85 dollars and ********************************************************************************** the case was defective and chatted with your agents on December 9th requesting a label to return it. I was promised a label to be sent to me via postal mail from the manufacturer to be received 5-7 business days and a full refund once the item was received back by them. I never received a label in the mail so I chatted with your representative again on December 17th and the agent I chatted with stated that I had been emailed a label on December 16th at 1:53. I checked my email and verified both at 1:53AM and 1:53PM, no label was received via EMAIL OR **** MAIL. I requested your agent either email me a label while she was on chat with me, or provide a refund and she refused to do either and suggested I call and wait on hold for a supervisor. I have already wasted an hour of my time on this mess that you have created and expect it to be resolved without me having to wait on hold unless you are going to additionally pay me minimum wage for my time on hold.

  

  Business Response

  Date: 12/21/2022

  Our apologies the Team member you spoke to was unable to assist. A return label email was sent today in attempts to troubleshoot and resolve concerns, if you do not receive this email please check spam folders to attempt to troubleshoot and also call us so we can place a digital concern to resolve if not receiving communications. A label has been expedited to our facilities, which we will personally ship out in the morning. We certainly do not want you keeping an item you are unsatisfied with or worse one that is not working. We appreciate your feedback so we can better assist in the future. 

  Customer Answer

  Date: 12/21/2022

   
  Complaint: 18604202
  
  I am rejecting this response because:

  I have still not received a label via email.  Please check with your email provider to determine why you are unable to send an email with a label.  I have checked Spam and also checked the log on my email server and it shows no incoming messages from hsn.com, ups.com, fedex.com, or usps.com related to this shipment.  

   

  You are also able to UPLOAD PDF FILES TO THIS COMPLAINT AND THEREFORE COULD PROVIDE THE ***** HERE IF YOU CHOSE TO DO SO.  

   

  I am leaving on vacation for the next two weeks and will be unable to check my postal mail.  I would suggest you add the label to this complaint ASAP (which should have been done as soon as this complaint was received).  I still don't understand why you are relying on an email server that is clearly deficient to email a label for the second time.  

   

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

  

  Business Response

  Date: 12/28/2022

  Hi,

  Our records show that a *** return label was emailed to ********************* via *** on 12/16/2022 at 01:53:19 PM, the tracking number is 1ZFV97459078793028. Additionally, we have mailed a *** 1ZFV97459076791524 return label via **** on Friday 12/23/2022. This should be received via **** in 5-7 business days.

  Customer Answer

  Date: 12/28/2022

   
  Complaint: 18604202
  
  I am rejecting this response because:
  

  There is no record of such email on my email server at the time listed or any other time. 
  

  No label has been received via postal mail. 
  

  The BBB provides this communication platform to facilitate the transfer of words and attachments including labels. If you truly cared to facilitate my return you would provide a label here, where you have already successfully sent multiple communications. 

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

• Initial Complaint

  Date:12/12/2022

  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.

  Recently purchased two items from HSN. a laptop computer and two Amazon Fire Tablets. I decided to return the Amazon Fire Tablets. Information on their website indicated that the return shipping on items less than 5 lbs. was $7.95. However in the case of the fire tablets, no return labels were provided. I was told that I would have to provide my own shipping label and ship it back myself. Because HSN nor their vendor would not provide a shipping label (which would provide a commercial rate), I ended up paying $21.83 to return an $80.00 item. This is a deceptive business practice and should not be allowed.

  

  Business Response

  Date: 12/28/2022

  Hi,

  Unfortunately, not all items come with an EZ return label. HSN would provide a label free of charge for items that arrive defective, damaged, or wrong. I have issued a partial refund of $14.00 back to the method of payment for the return shipping.

  Customer Answer

  Date: 01/01/2023

   
  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,
  
  *****************************