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:05/04/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 05/05/2023

  Hi,

   

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

• Initial Complaint

  Date:05/02/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 05/03/2023

  Hi,

   

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

  Customer Answer

  Date: 05/03/2023

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

• Initial Complaint

  Date:04/24/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 05/03/2023

  Hi,

   

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

  Customer Answer

  Date: 05/07/2023

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

• Initial Complaint

  Date:04/10/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 04/12/2023

  Hi,

   

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

  Customer Answer

  Date: 04/24/2023

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

• Initial Complaint

  Date:04/10/2023

  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.

  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: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 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:Billing 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.

  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: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.

  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: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 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: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.

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