Complaints

This profile includes complaints for HSN's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  HSN

  1 HSN Dr Saint Petersburg, FL 33729-0001

  
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  HSN

  6130 Preservation Dr Chattanooga, TN 37416-3600

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  HSN

  14043 CROWN COURT WOODBRIDGE, VA 22193

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  HSN

  1010 Cannons Ct Ste D Woodbridge, VA 22191-1455

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  HSN

  8 Thornton Rd. Oakland, NJ 07436

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

• Initial Complaint

  Date:06/27/2024

  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.

  Place order on 6/17/2024. Order has yet to ship. Requesting refund and order be canceled.

  

  Business Response

  Date: 06/28/2024

  Hi,

  I apologize for the issue with your order. I do see you called in 6/28 and spoke with a representative and a refund was issued back to the method of payment. This can take 3-5 business days to process depending on your financial institution.

  Customer Answer

  Date: 07/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/27/2024

  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.

  In November, I purchased a PS5 for my son and set up flex pay. In January 2024, I called because the PS5 was not working. The representative advised they could send a replacement, once I sent in the PS5. I called a neighbor and was able figure out the issue, so I never sent it in. Then, I received an invoice for a second PS5, in Feb. Called HSN and the male rep advised they sent out another PS5 and I was getting billed because I didnt send the original one. I advised I never received a second PS5. I wasn't aware one was being sent. A stolen item report was made and the rep advised he would take off the second PS5. In March, I received another letter so I called again. The rep ****** the second PS5 was removed and assured me I would not get billed again. In April, I received another letter so I asked for a supervisor. I spoke with ****, employee ID *******. She told me some way the original PS5 was refunded and that's why I was billed. She said that she would credit my account $169.03 for the first payment, due to the inconvenience, after she submitted the rebill. Today, my bank account (that was not authorized for flex pay) was charged $169.03, causing an overdraft. I called today and spoke with *******, employee ID # *****, and she confirmed there was a note in there from **** stating she would credit the $169.03. I have called multiple months and times and been on the phone over an hour each time. This situation is really stressful and causing a lot of inconvenience in my life, from the first call I made until now. I would like the credit promised to me and an additional credit due to the frustration and inconvenience in this entire matter. This has been the worst experience with a company I have dealth with in a while.

  

  Business Response

  Date: 07/05/2024

  Hi,

   

  I apologize for the issues with your order. I do show you called in and spoke with a supervisor and a refund of $169.03 was issued back to the method of payment on 7/1/2024. This can take 3-5 business days to reflect depending on the financial institution.

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21909460
  
  I am rejecting this response because:
   I had to call again a few days ago because they just recently charged me on a different date then what I was advised, on July 8. I have no access or control over what cards they use or any an invoice. I'm tired of calling in. Every person I spoke with had giving me incorrect information. Hopefully this last supervisor had resolved my issues. 

  
  

  Sincerely,

  
  

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

  

  Business Response

  Date: 07/17/2024

  Hi,

   

  I apologize for the miscommunication regarding the rebill date. I show the 7/8 charge was refunded and scheduled for 7/17, the additional rebill dates were moved to the 17th of each month, as well as an additional $75.00 refund. Per the notes the supervisor you spoke with was to email you the rebill schedule since you are not able to see it on HSN.com. 

  Customer Answer

  Date: 07/18/2024

   
  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. That information is accurate, however, she never emailed the rebill. I'm satisfied for now. I will submit another complaint if I have any other issues. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/18/2024

  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.

  Ordered On Sep, 26, 2023.Order Id: ********** Ordered on ******* ************************* Squat Trainer Sculpting System HSN offered a extended holiday returns period starting September 23rd and we purchased the device on September 26th. The return period would be extended until January 31st.On the HSN channel they claimed you could return the machine if you didn't like it and the return shipping would be free. We called HSN customer service and they said this was accurate. On January 25th or 26th we called to return it and as there was no included free return label in the box they told us they would send one by mail. Usually HSN includes the label in the box. We asked why they couldn't send us an email with a printable label as HSN has done previously but they said it would have to be by mail. After a few days it didn't arrive and we called again. They said it would be here soon and that even if the label arrived after the end of the return window they would honor it. This made us nervous and we called almost every day. Every time we called they said it would be here soon and to not worry. 2 weeks after the return by date had passed HSN customer service was still saying the label would be here soon and to just wait. We asked to speak with a supervisor because this felt absurd. The supervisor told us they couldn't send a free return label due to the manufacturer or vender that HSN was selling the item from (*************************) not being willing to send it and also that they wouldn't accept our return. The HSN supervisor said that due to how we'd been mislead on our many calls to HSN customer service he could offer us $100 in store credit for the item but we would need to pay the return shipping cost ourselves. The estimate **** and ***** gave us was ~$100 not including.We felt scammed and frustrated. We didn't think there was anything else we could do. Still have the machine boxed up. We just want to be able to return this machine at no cost to us and get our money back.

  

  Business Response

  Date: 06/28/2024

  Hi,

  I apologize for the issues with trying to return this order. I am mailing a prepaid *** label for return to our warehouse. Once this is received a refund will be processed back to your method of payment.

  Customer Answer

  Date: 07/08/2024

  
  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 assume the refund will be for the full amount.

  Thank you so much for your help both BBB and HSN for responding and sending the label.

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

• Initial Complaint

  Date:06/13/2024

  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.

  Dear ***/*****,I am writing to file a formal complaint against HSN regarding three orders that I placed, two of which have not been refunded despite being returned, and the third which has been lost in transit.Unresolved Refunds for Returned Orders:Order Number: ********** Return Tracking Number: 1Z 1X0 1V5 90 ******** Order Number: ********** Return Tracking Number: 1Z 1X0 1V5 90 ******** I returned the items associated with the above two orders, yet I have not received my refunds. It has now been six months since the returns were made. Despite numerous calls to HSN customer service, I have been given false promises of forthcoming refunds, and now I am being told that nothing can be done. This delay in refunding my money is unacceptable and amounts to theft.Lost Order:Order Number: ********** Tracking Number: 1Z049A2V0304355536 This order shows as shipped, but I have never received the item. It has been lost in transit, and despite my efforts to resolve this issue with HSN, I have not been provided with a satisfactory solution.HSN's lack of responsiveness and failure to resolve these issues have caused me significant inconvenience and financial loss. I am requesting the BBB's assistance in resolving these matters promptly. I seek the following resolutions:Immediate refund for the two returned orders.Resolution and compensation for the lost order.Please find attached all relevant documentation, including order confirmations and return tracking information.Thank you for your assistance in this matter.

  

  Business Response

  Date: 06/13/2024

  Hi,
  
  I apologize for the inconvenience regarding the missing refunds for your orders. Regarding the return for order **********. The tracking you provided of 1Z1X01V59095008213 was received however this was received and processed for return on order ********** on 1/24/2024. For the return of order ********** the tracking provided has been purged by *** due to the time that has passed. It appears this was shipped on your behalf with ***, so a claim would need to be initiated with *** for them to reimburse you as we have not processed the return indicating it wasn't received back to our warehouse. On order ********** that you advised was not received, this is unfortunately outside the window to claim non-receipt. If this was not received, you may contact the financial institution to dispute the charge.

• Initial Complaint

  Date:06/11/2024

  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 as a gift a 15.6 inch laptop and printer bundle order number ********** on May 31, 2024 for $448.19. I used a flex payment of $133.22. I returned the unopened products on May 8, 2024 *** number 1ZV32W919035384765. HSN credited my account with a pending hold on May 8, 2024 but refuses to release my funding. They have confirmation that the items will be returned back to their warehouse on Thursday May 13, 2024 on or about the hours of 10:30am and 12:45pm. Please make them release my money back to me immediately. Thank you.

  

  Business Response

  Date: 06/11/2024

  Hi,

   

  I do show you called in and spoke with a representative, they documented the tracking number for your return and set up the pending refund. Once the package is received and processed at the warehouse the refund will settle to the method of payment.

   

  Per tracking the return is set to deliver to the warehouse Thursday 6/13, if a refund has not been processed within 3 days after it was delivered, we can manually process the refund.

  Customer Answer

  Date: 06/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/11/2024

  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 bought a steam complete pet it was broken I didn't know. I tried calling ****** that hsn told me to call. Hrs are 9 am to 3pm book says to 6 pm! Look at time this was filled out look at time in book says open too! I bought hsn order number ********** the steam pet is item *******. How do I get this fixed???? The hose that attaches was broken I didn't hose was broke on end it can't attach to nothing. I need this piece. I have 2 yr warranty. I bought jan 20 I did "not" buy insurance since had 2 yr warranty. I went to steam clean couch and discovered already broke I sent log of calls and pic of item.

  

  Business Response

  Date: 06/11/2024

  Hi,

   

  I apologize that your order is not working. unfortunately this is outside our 30 day in home return window. This item does come with a 2 year manufacturer warranty, please contact them at ************ for assistance.

   

  Customer Answer

  Date: 06/11/2024

  
  Complaint: ********
  
  I am rejecting this response because: the ****** company is not answering phone I sent proof of screen shots added today's again on there. Even tho outside 30 days on there part they told me I had 2 yrs for ****** and there seems to be NO ****** company besides a empty phone number book says open to 6. Recording said 3. I'm on phone trying now with ******. They said I had 2 yrs on parts so is this ******? Nobody has answered this number? Is this a trick on item! So no they said 2 yrs parts. I didn't inspect the hose part never used that part till I discovered busted in box it came in the main machine worked that's it.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 06/13/2024

  Hi,

   

  I understand the frustration with the warranty concern. You do have a 2-year warranty on the item through the manufacturer, however I do show you called in and spoke with a representative on 6/11 and a replacement is being sent.  This is still processing and the estimated delivery date for this is 6/21/2024.

  Customer Answer

  Date: 06/13/2024

  
  

   

  These are the emails i got i dont see where it says when the new 1 will be mailed out. I was told they will send a label and pick it up on phone after they send me new 1 and i wont be charged they said send this 1 back in the new box. What day are they mailing? Those email look like tryi g to sell me something and doesnt acknowledge what they said of sending a new 1 and me sending this back. Im a disabled shut in. They need to send a prepaid label and can i give to my post man or what? I dont drive.but these emails dont match there response.

  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 06/14/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  These are the emails i got i dont see where it says when the new 1 will be mailed out. I was told they will send a label and pick it up on phone after they send me new 1 and i wont be charged they said send this 1 back in the new box. What day are they mailing? Those email look like tryi g to sell me something and doesnt acknowledge what they said of sending a new 1 and me sending this back. Im a disabled shut in. They need to send a prepaid label and can i give to my post man or what? I dont drive.but these emails dont match there response.

  Complaint: ********

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

  

  Business Response

  Date: 06/14/2024

  Hi,

   

  I show an exchange was placed on 6/11/2024 under order 1967957130. This order shows shipped today 6/14 using *** tracking ******************. Per the notes the representative you spoke with advised a return was not needed on the original order.

• Initial Complaint

  Date:06/04/2024

  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.

  They advertise no interest on flex pay purchases and my monthly payments have been enough to cover monthly flex payments yet their bank, Synchrony, charges 35% interest to consumers which is misleading and outrageous

  

  Business Response

  Date: 06/06/2024

  Hi,

   

  I apologize for any confusion with the HSN flexpay option. HSN flex payments do not charge interest, however any balance carried over would be subject to the financial terms of the credit card that is used.

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21796797
  
  I am rejecting this response because: 
  

  I have always paid enough to cover flex pay but they keep tacking on 33 percent interest.

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

  

  Business Response

  Date: 06/28/2024

  Hi,

  I reached out to Synchrony, the bank that finances the HSN card, on your behalf regarding the concern of interest being charged. While you are paying the previous purchases in full each month, you have an existing balance and are being charged interest based on your average daily balance. The last 2 months, you increased your payment amount, but that is not paying the previous balance in full so assessed finance charges apply. If you would like a breakdown of the balance and payments, please contact Synchrony at HSN Card: ************** their hours are 7:00AM ET- 2:00AM ET, 7 days/week.
  

• Initial Complaint

  Date:06/03/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order ********** i did not place this order. I notified HSN after I received an email saying that my order had shipped. Since I hadn't placed an order I started researching it. However, the order status said *** shipping label created, it did not say it was shipped or picked up. i asked them to stop the order. They said it was already shipped. Not true, because if you look at the next tracking *** did not receive the item until over 24 hours later. I asked to speak to a supervisor and was told I was responsible for the order. I notified the credit card company, they opened a ticket and cancelled my old card and issued a new one. I also changed my HSN.com password. I received an email stating they accepted the dispute. However, the shoes were delivered, at least I assume that is what is in a package I received as I have not opened it. I contacted HSN to ask what am I supposed to do with the shoes. They told me I would have to open them and use the label to ship them back and i will be charged. THAT IS RIDICULOUS.WHY WOULD I PAY TO SHIP SOMETHING BACK THAT I DIDN'T ORDER and disputed? They told me the only other thing I could do is contact ************** to see what their policy was. They said there is no notation on the account that the bank removed the charge. On the HSN site it shows the 1st payment processed; however, on my credit card account, it shows the 1st payment billed and then credited back. ************* refers me back to HSN for the disposition of the shoes. It's a vicious circle.

  

  Business Response

  Date: 06/06/2024

  Hi,

   

  I apologize for the experience regarding this order. I have waived the ** return label fee, please open the package and use the enclosed ** return label. Once this is received the warehouse will process the return and there will be no fee charged to you.

  Customer Answer

  Date: 06/06/2024

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

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 21788692
  
  I am rejecting this response because: I have been billed for returned items. I have contacted HSN and they were supposed to issue a credit but so far nothing. I had to pay the bill because it was due and now they owe me because I don't have any other purchases on the account. Credit the account for the returned shoes and send me a check for the $16.39 over payment.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/15/2024

  Hi,

   

  I show you disputed the charge on your HSN credit card, with that a refund is issued by the bank. This order was received and processed. For your HSN credit card and any over payment you may contact Synchrony at ************** 7:00AM ET- 2:00AM ET, 7 days/week.

• Initial Complaint

  Date:05/31/2024

  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 Bell+****** Sonic Deluxe Motion Sensor Spotlight Trio w/motion light. I returned the item after review because the instructions stated that it will not work in the winter time. HSN advertises easy returns but I had to print a slip and pay for shipping cost which cost me *****. After HSN received the returned they only refunded half my money 6.00 because of the deduction of 6.00 for shipping fee. It cost me more to ship back than what the total price of this item, and deducting half for shipping the product to me. I am on a budget and thats why I like to shop at HSN for easy monthly payments, but after my experience, I will not purchase anything from their site, and I will let my friends and family know also what happened to me.

  

  Business Response

  Date: 06/06/2024

  Hi,

   

  I apologize for the concerns with your refund. Should you return a working item the original shipping and tax is deducted from the refund. I have made an exception and issued the remaining $5.90 back to your method of payment. You should see this in 3-5 business days depending on the financial institution. 

  Customer Answer

  Date: 06/06/2024

   
  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:05/13/2024

  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 the Eton American ************************ based off on a special on HSN ** channel - they advertised during the showing you would receive three of these for the price - I checked on Amazon to see if price was cheaper and it was not - so I ordered - I only received ONE flashlight - when I called the representative advised I may have read the description wrong as it was only showing 1 - I advised I did not order based off of READING the description - I ordered based off what was ADVERTISED ON THE ** AIRING = she sent me a "replacement" which was again only ONE - now I receive a letter saying I need to return the 1st one or they will CHARGE ME AGAIN! So I should have received three based off the the ** airing advertising but they want to bill me twice for only two - That is Ridiculous! They are charging ***** for one but I could get TWO on Amazon for ***** regular price. And if I had misread online I would say OK but I SAW this advertisement on a HSN ** Airing. It is a small amount so I will pay the second billing but I will NEVER do business with HSN again and be sure to tell everyone I know about the False Advertising! I will stick with Amazon.

  

  Business Response

  Date: 05/14/2024

  Hi,

   

  I apologize for the misunderstanding and frustration. I checked this item, and it appears that the item number in question was not televised, and the description on HSN.com mentions one light. If you would like to return both I have set an exception to allow our warehouse to accept the items back. If you chose to return, please package them up and return to our *********** location and once received the refund will be processed and the rebill will be stopped.

  Customer Answer

  Date: 05/14/2024

   
  Complaint: 21700502
  
  I am rejecting this response because:
  You are telling me the Eton Redcross light was never aired on HSN with ***** as the host?   I cannot return the first one as it was a gift and I no longer have it.   Do want you must - bill me again if you want.   But I will NEVER do business with HSN again and I will tell anyone who will listen about your false advertising and how you charge over double the price of a item vs Amazon.

  No response required.  Do what you must.

  Extremely dissatisfied former customer!

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

  

  Business Response

  Date: 05/15/2024

  Hi,

   

  I checked the time of your order, and we had a cooking show with Emeril on, I additionally checked the shows for this item and don't show any airings. You advise ***** was the host, however we don't have a show host named *****. Could you have seen it on QVC instead of HSN?