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:12/09/2022

  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 want to file a complaint against HSN. On October 2, 2021 we saw the promotion of a Bissell Cross Wave Vacuum on HSN. My daughter purchased one (order #********** *******************************). The vacuum arrived USED. We returned it. A replacement vacuum was sent. I basically pickled the vacuum for several months, waiting of just the right time to begin using it. The time arrived and I am looking at the carton it was packed in Bissell *************** What? Bissell ***************? Why? That point was not mentioned once during the presentation. HSN is still selling and promoting this vacuum, if it is from ***************, they have yet to mention it. I know nothing about ***************, their quality control practices, etc. I am in my 70s and have had vacuums for many, many years, Dysons, Sharks even Bissells. I had always been able to plug the vacuum in and vacuum the entire room, with this vacuum the cord is so short I must unplug the vacuum and plug it in to a different socket, is this a *********** thing? The vacuum is of a lesser quality. The tank on the vacuum just had to be replaced. Fill the tank with solution and the solution simply runs right out of the tank and on to the floor. This led to another issue for me I do not deal with Bissell *** I MUST deal with Bissell ****** DUH. Had HSN mentioned this vacuum is from *************** we would have NEVER purchased it. Is this false advertising? Now I know why the first vacuum that we received was used, the purchaser probably saw where it came from and sent it back! I am so disappointed in HSN! We were told HSN would e-mail a copy of the proof of purchase, but HSN does not e-mail this so we waited and waited for the 2 copies to arrive, only 1 arrived. PLUS dealing with Bissell ****** ****** me off. I want a replacement from Bissell *******

  

  Business Response

  Date: 12/29/2022

  
  We apologize to hear your order did not create a positive experience for you and your daughter. Bissell is an international brand, with its home company based here in **********. We apologize for confusion, as boxing and instructions often include multiple languages and countries. The Bissell described is the one advertised and sold on HSN. Your Bissell is an American version, if this were untrue you would be unable to use the vacuum as it would require a type F plug.The original order and exchange were completed 10/2 and 10/6/21, due to the duration of time passed we are unable to return the item due to buyers remorse or offer an exchange/refund for damage/defective claims. Your product is well within Bissell warranty for Bissell *******, ************** or on Bissell.com,  however, their call centers may be located outside the US.  Our apologies again due to any confusion and frustration however the cord and tank size were not a Netherlandssizing nor is the item outside of what HSN advertised. 

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18546411
  
  I am rejecting this response because:First of all HSN failed to respond to my question do they have to tell the public this is a product of ***************. They are still selling this product. I have written to Floridas Attorney General and hopefully they can provide the answer. I am wondering if HSN purchased these vacuums as a close out or overstock sale.  The average cord length of an ******** vacuum is 324 inches. The cord on *************** 252 inches, quite a difference, European standards?
  I called Bissell corporate offices in ************ ******** when the first problem arose. As requested, I provided the serial number. Their response, this is not their machine and I have to contact Bissell ******. ******* was nice enough to provide me with the contact information. It may be an ******** version but ******* ** will have nothing to do with it.  The plate on the machine specifically indicates Bissell *********** and contact ******, I had not seen this until ******* requested the serial number. Bottom line, had ******************** been up front and stated this vacuum is a product of *************** we would have never purchased it.  You are lying to your customers.
  
  **************************************************

  

  Business Response

  Date: 01/10/2023

  Hi,

  HSN would like to request the serial number so we may investigate further as we have no other discrepancies or call outs about receiving a non-US version.

  Customer Answer

  Date: 01/15/2023

   
  Complaint: 18546411
  
  I am rejecting this response because: The only way I could give serial number was by rejecting....Model *****. Already provided in last e-mail
  
  **************************************************

  

  Business Response

  Date: 01/18/2023

  Hi,

  HSN has reached out to Bissell and confirmed serial number *********** model *****, corresponding to ***** CrossWave Pet Pro, is a ** product sold to HSN. Per Bissell BISSELL is an international company headquartered in ************, ********.  *************** office is their trading company, where all legal transactions take place.  Because of this, it is required by law to place 'BISSELL ****************************** on our product rating labels. The quality of all BISSELL products is managed by the Headquarters.
  
  ******* shared that they were in contact with customer on 11/21/2022 via email, and a replacement clean water tank was shipped to the customer at no charge under warranty.Replacement part was delivered on 12/4/2022 and ******* has had no further contact from this consumer on this record since. For further warranty issues please contact ********************* at ************** or on Bissell.com.
  

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18546411
  
  I am rejecting this response because: HSN failed to mention water tank came from **************!!!!!
  
  **************************************************

• Initial Complaint

  Date:12/08/2022

  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.

  well. ****. *****. me. had. a. HSN. ACOUNT. FELL. OUT. OFF. GOOD. STANDING. I. Lost. my. JOB. I. BEEN. Speaking. to. HSN. Since. NOV. 2022. EXAPLE. I. GOT. TH. THIRD. PARTY. NO. SENT. TO. FILE. LEFT. VOICE. MES. NO. ADRESS. SAY. LIKE. TO. RESOLVE. HSN. ISSUE. ON. RECD.. IT. SAY. GET. BACK. IN. 48. HRS. RECD. SAY. BUT. DOESNT. SO. TODAY. DEC 8TH. SPOKE TO. MIS. ******. HSN, SHE. SAY. GOT. KEEP. CALLING. SO. SPOKE. TO. MANGER. LANGING. ABOUT. 9AM. HE. SAID. NEED. NO. I. CALLED. SAID. SAME. ONE. SENT. FILE. TO. ***********. DO. RECalled. got. another. rep. 940. she. say. same. voice. mail. said. *****.. I. said. they. not. call me. back. so. how. give. money.. think. its. a. fraud. thing. to. get. from. **********

  

  Business Response

  Date: 12/16/2022

  HSN is in receipt of the complaint submitted by **************. We show two accounts (********* & *********) for **************, both accounts are in a collection status. The accounts would need to be resolved with the collection agency at this time. Their contact information is ************** or **************.

• Initial Complaint

  Date:12/06/2022

  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 have purchased and fully paid for a ****" compute from HSN; however, the computer that is in the box is 16 inches. I just opened the box today, December 5, 2022. The computer appeared smaller than my current 17" computer, so I scanned the box, which indicated that a ****" computer should be inside. I contacted customer service today (12/5/22, 5:20 PM) and was told that there is nothing that they can do, as 30 days have passed. That being said, I still believe HSN is responsible for delivering to me the product that I paid for. Otherwise, it is stealing money from me, as the ****" computer is more expensive than the smaller 16" computer. The only 16" HP computer on HSN's website is for $1.799.99, which is not what I paid. I paid $725.26 for my computer and am requesting that I receive the ****" compute that I ordered. I have concerns as to how a 16" computer ended up in a ****" box. Did this take place at HSN or the manufacturer. Even though 30 days have passed HSN should still be liable for correcting its mistake. Therefore, I am requesting that HSN fulfill my order that I paid for.897 characters remaining

  

  Business Response

  Date: 12/09/2022

  Hi,

   

  We do not show any discrepancy with shipping the incorrect unit. Laptop screen size is measure at a diagonal from one bottom corner to opposite top corner. Please provide the model, serial number, & photo showing measurement is less than **** inches.

• Initial Complaint

  Date:12/05/2022

  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.

  Sept 7,2022 I received an order I made with HSN & returned the package via post office downtown ******************************* 9/23/22. I called HSN several times to see if the items were received & they said no that I need to go to the post office. I went to the post office in fact I went to several post offices to find this package. The items were 2 pairs of ********************* faux suede jeans costing $73 each including **** twice shipping cost. No one is willing to help me so I am stuck paying $146 for items I do not have. I am a senior with limited income everyone telling me nothing they can do is unacceptable. I want to pay for items I do not have. I could see if I was trying to scam but I have been a good customer for years. The order numbers are as follows ********** and 1843021656.Item(s) number *******

  

  Business Response

  Date: 12/05/2022

  Dear BBB,

  We do not have record of receiving orders 1843021655 or **********. In order for a refund to be issued we would need proof of return. Please provide the tracking number used to return these items, once we can validate they were received a refund would be issued.

  Customer Answer

  Date: 12/05/2022

   
  Complaint: 18522483
  
  I am rejecting this response because: I do not have the tracking number which I said several times in addition I was told that you would help me locate the return but never heard back. As I said before I went back to the post office & several other post offices in the area & was told they have no record & it was probably sent to dead mail in *******. I can not get a response from them either. Therefore, I assume you are unwilling to help or be good customer service. I have been a good customer for many years but that means nothing.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/09/2022

  Dear Valued Customer,

  We are sorry we are unable to assist refund the orders your brought to our attention which have not been received by our HSN warehouses. As there is no tracking available, proof of delivery, nor receipt we cannot work the order. Please partner with **** ***** customer service as they may be able to further assist track your lost package or file a claim.  

• Initial Complaint

  Date:11/29/2022

  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.

  I placed an order on 11.28.22 at approximately 9:15 pm. On the morning of 11.29.22, I went online and tried to cancel it, but was told that I only have until 11:59 pm of 11.28.22 to cancel the order. Not only is this unfair, I have noticed that HSN only gives you the same day with which to cancel an order, which is unfair to any Consumer. They change the status to packaging at exactly 12:00 pm of the same day the order is placed, even though there is no shipping label has been created and/ or the item has not been shipped out. The status 'packaging' will remain for days after the item has been placed, leaving the Consumer with no option but to accept the package, and then pay for shipping to return it. This is an unfair way of doing business because they intentionally try to lock you into keeping the item, and/ or force you to pay for shipping to return it. HSN does not realize that this way of doing has just made them lose another customer. They are trying so hard to remain in business that now they are accepting the *** card as a way of payment. My order #********** was placed last night, and I want to cancel it, and no one will be able available to receive the package if it is indeed mailed out which I know will more than likely not be until the end of this week or early next week.

  

  Business Response

  Date: 12/01/2022

  HSN is in receipt of the complaint filed by ****************. It has always been HSN's policy that orders must be canceled by midnight the same day.  Once the order processes the labels are printed and the orders are pulled and loaded on trucks for shipment.  Our records reflect order #********** the Amazon Fire HD 8 2-pack 32GB 10th ****************** Vouchers BLUE has shipped via *** trk #1Z5A87600392101575 and is scheduled for delivery, 12/2/2022.

  HSN is mailing **************** a prepaid *** return label so she can take the package to *** and return the order for a refund of her flexpayment and the remaining payments will be canceled.

  In regard to ******************** reference of HSN accepting the *** credit card, both companies are now under the Quarte umbrella.

  HSN apologizes for any inconvenience this may have caused.

• Initial Complaint

  Date:11/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an ************ 7.5' ******* Fir Flocked Pre-Lit Christmas Tree w/Remote on 8/22/2021. The tree was used for Christmas of 2021 only and now does not turn on at all. I paid $362.20 for the tree itself, as well as $33.97 in shipping and handling fees, and $27.78 in taxes. I was told that the manufacturer's warranty is valid for 2 years, and was given an e-mail address that does not work to contact their manufacturer. No one has replied or responded to any of my multiple inquiries. This tree has been used for one Christmas season only, and it is unacceptable that HSN is not standing by the quality of the product they sold to me. The order number is: ********** and the item number is: ******. I request that HSN either provide me a replacement tree, or that they have the manufacturer provide a replacement, as is indicated by the manufacturer's warranty. If a replacement is not possible, I would like a refund of the tree purchase as well as shipping/handling and taxes returned to the original payment method in the amount of $423.95. My new shipping address has been provided on this form- the previous shipping address is no longer valid.

  

  Business Response

  Date: 11/30/2022

  HSN is in receipt of the complaint.  We have reached out to our vendor regarding the warranty information for Item:  ****** - august & *** 7.5' ******* Fir Flocked Pre-Lit Christmas Tree, Manufacturer's 2-year limited warranty.
  The updated email address is ****************************

  We apologize for any inconvenience this may have caused.

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 18470161
  
  I am rejecting this response because I have already reached out to the e-mail address provided in this response ****************************** more than once about this issue and my inquiries have been ignored. Seeing as I've only had this tree for one Christmas season and it is already malfunctioning, I'm interested in a refund for what I've paid HSN, or a replacement tree of a comparable type and value.

   

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

  

  Business Response

  Date: 12/07/2022

  Hi BBB,

  We have confirmed **************************** is an old email address for the warranty. The correct email contact is ********************* I have reached out to the manufacturer, and they will contact **************** tomorrow, 12/08/2022 to resolve her warranty concern.

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18470161
  
  I am rejecting this response because:

  I have now reached out to this new e-mail address twice. The company called me once while I was at work, and there is no phone number that works to return their call. I tried calling the number they reached out from 3 different times, and there is no option to connect with an agent there. I would like HSN to coordinate a tree replacement with the company since I am unable to get in contact with anyone via the email address provided. 

  I would like a replacement tree sent to my address at ************************************************************ and if given a return label via email, I am also happy to return the defective tree I currently have.

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

  

  Business Response

  Date: 01/03/2023

  Hi,

  We have escalated with the vendor. They advised replacement parts will be sent once photos are provided from customer to confirm the correct parts.

• Initial Complaint

  Date:11/23/2022

  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.

  I ordered a fitbit that stopped. I called HSN, who talked me into purchasing a more expensive fitbit. They told me once they received my non-working fitbit, I'd be refunded to my original payment method. Based on this, I placed my order for the second. I was told I'd get a prepaid mailing label within **** working days. Instead, many days later I got a letter from HSN saying they could not refund me due to the time being outside of the return period. I called HSN and was told that I was within the time period for returns when I called, but with waiting for the mailing label being sent, that put me outside. I WAS NOT told this before. Then I was told they'd make an "exception" and refund me. I returned both fitbits to HSN and was ok'd for free shipping back using the mailing label and to put both into the box, approved by customer service. They've received my fitbits and NO REFUND was issued. I checked both Paypal (for fitbit #1; order no. **********) and my credit card (for fitbit #2; order no. **********) and there's no incoming or pending credit. I am angry at them NOT TELLING ME that the return window was closing on the first one and NOT ADVISING me to simply send back instead of telling me return was authorized and I'd be getting a label, then having to argue to get my original payment method refunded instead of "store credit." They now have BOTH and have not refunded me! See proof of delivery on Nov. 21, 10:07 AM. Part of the payment method for fitbit#2 was spendable cash of over $45 and THAT hasn't been refunded either. There's only a pre-existing amount of $5.00 that is not a refund. They say they issue an immediate refund. They are keeping the products and not refunding me. I am owed $108.36 to Paypal ending in **24 and $170.77 to Mastercard ending in **11, and $45.97 in spendable Kash. I need these refunded IMMEDIATELY! Even if they say it takes 3 days for credit to show, they didn't refund the $45.06 Kash, so that's how we know they didn't refund.

  

  Business Response

  Date: 11/30/2022

  HSN has reached out to our vendor regarding the complaint from *******************

  The vendor processed the returns for both orders on November 24th. Order ********** was refunded to the original Method Of Payment.  Order ********** was refunded to an instore credit, however a customer service team member converted the refund to the original Method Of Payment on November 26th.

  HSN apologizes for any inconvenience this may have caused.

  Customer Answer

  Date: 11/30/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is  as satisfactory as it can be under the circumstances. PLEASE NOTE that HSN did NOT originally refund the payment method and insisted upon my taking "store credit."  It was either that or no refund.

  I regret the number of times I had to call for resolution and beg them to make things right, especially when I was told I would be refunded after they received the product back and that they'd be sending a prepaid label.  Getting the "rejection" letter from them instead of the label was a nasty surprise after the customer service rep told me that I'd be getting a prepaid label in 5-7 working days. 

  HSN didn't correct their wrong and it took this level of intervention to finally have them keep their word.  I am surprised and dismayed and quite sadly, I will think twice before shopping with HSN in the future.

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

• Initial Complaint

  Date:11/16/2022

  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.

  I purchased perfume from hsn.com. At the time of purchase the perfume was advertised to be 5 oz. I uploaded screen shot of purchase confirmation screen as well as screen shot of purchase confirmation email both showing the product to be 5 oz however when I logged into my account to check the status of the order the item description shows 0.5 oz. I was never contacted by the business about this change. To me this is a big issue, false advertising and not notifying consumer of a major change. I want my original order honored of a 5oz bottle of perfume per my purchase confirmation as thats what was advertised and confirmed at time of purchase.

  

  Business Response

  Date: 12/07/2022

  Dear Valued Customer,

  ***********************, we can certainly understand your disappointment in your recent order of the Juicy Couture Perfume purchased on 11/8. Our warehouse did alert us of the error, to which your order was canceled and refunded. As email was sent to notify you of the cancelation due to our concern on item shown vs stock availability. An automated smart call was not sent for further communication which we are reviewing as to why, and appreciate your feedback, so we can create a stronger customer experience. ************************ data entry did create in err an incorrect name entry, when we alerted of this concern all orders were stopped and the webpage was updated. Your order was part of this "stop", which canceled orders and sent email order cancelation notifications of inventory concern. We do not sell a 5fl oz bottle and are unable to thus place an order with you for this option. We did cancel/refund the order previously to ensure we did not create a false expectation. We are disappointed to hear about your frustration.  

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 18413195
  
  I am rejecting this response because:
  I never received any notification from hsn regarding my order other than the original confirmation email and an email that my order had been cancelled which occurred after I opened this complaint. You were going to fulfill my order with a much smaller size item without even letting me know. I only noticed because I went to check the shipping status on my orders page online. Never even received a call back from customer service like I was told I would after I noticed the issue and called in. Am I supposed to thank you for cancelling my order rather than fulfilling it with the original item described?
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/08/2022

  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.

  yesterday on 11/7/2022 i placed an order for play station and however today I call to find out when it will come t and i am told that it was cancelled without telling me anything!!!!!!!!!!!!!!! not even a note or email or phone call nothing but yet my money is still be taken out and my ****** very quick to take my money and now I have to wait to get it all back, that is not fair at all!!!!!!! then they tried to tell me i don't get emails but yet i got an email me telling me about my item was on its way!! i want my money returned asap. look at all the reviews they have!!! online you will see everything

  

  Business Response

  Date: 11/23/2022

  
  HSN is in receipt of the documentation sent by your agency in regards to the above referenced matter. FlexPay is a credit product that allows consumers to purchase items by making an initial payment using a credit or debit card with multiple [monthly] installments billed over time to that card.  Requests to purchase using the FlexPay option are subject to credit verification and approval, which is disclosed on the HSN website.  Credit verification occurs shortly after the consumer completes the transaction.  Please note that the credit verification service used by HSN only results in a soft inquiry on a consumers credit file.  Soft inquiries are reviews of a consumers credit file, including reviews of existing accounts by lenders and prescreening inquiries by prospective lenders. These inquiries will not change a consumers credit score.
  **************** placed her order # ********** - PS5 HORIZON WEST CONSOLE W DUA on 11/7/22, and the order was cancelled the same day following credit verification.  HSN provided **************** with an adverse action notice on 11/8/22.  That notice advised **************** as to the reasons that HSN was unable to approve the FlexPay option and provided information on how she may request a free copy of her credit report. 
  With respect to **************** concern that HSN has charged her credit card, please note that although HSN requested authorization from the card issuer for the initial payment, it did not charge **************** card. Any hold should have been released. **************** should contact her card issuer if she continues to have concerns.
  

  Customer Answer

  Date: 11/28/2022

   
  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:11/04/2022

  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.

  November 3rd 2022 - Submitted an order for a product and selected flex pay for the payment option. Submitted basic information such as name, email, and phone number. Was given a total and an amount I was required to pay "today". I added payment information (valid credit card with over the amount of the item). Once Submitted, the transaction was immediately denied with no further information provided. Moments later the "today" amount was charged to my card. So, without a DOB, SSN, Credit history, Pay stub, or bank statement requested, I was denied and charged. Not only does this seem like a poor way to make money from interest but it is absolutely unnecessary and should be illegal. Not once have I encountered another business with this practice and I sincerely hope a class action lawsuit is filed in regards to this practice that according to reviews has been taking place far too long. At the very least, notify people of the possibility before they submit the order.

  

  Business Response

  Date: 11/07/2022

  HSN is in receipt of the documentation sent by your agency in regards to the above referenced matter. FlexPay is a credit product that allows consumers to purchase items by making an initial payment using a credit or debit card with multiple [monthly] installments billed over time to that card.  Requests to purchase using the FlexPay option are subject to credit verification and approval, which is disclosed on the HSN website.  Credit verification occurs shortly after the consumer completes the transaction.  Please note that the credit verification service used by HSN only results in a soft inquiry on a consumers credit file.  Soft inquiries are reviews of a consumers credit file, including reviews of existing accounts by lenders and prescreening inquiries by prospective lenders. These inquiries will not change a consumers credit score.
  ****************** placed his order on 11/3/22, and the order was cancelled the same day following credit verification.  HSN provided ****************** with an adverse action notice on 11/4/22. That notice advised ****************** as to the reasons that HSN was unable to approve the FlexPay option and provided information on how he may request a free copy of his credit report. 
  With respect to Mr. ******** concern that HSN has charged his credit card, please note that although HSN requested authorization from the card issuer for the initial payment, it did not charge ****************** card. Any hold should have been released. ****************** should contact his card issuer if he continue to have concerns.