Please be warned about HSN (television and online retailer).
I ordered a Gateway Intel P4 on 7/31 with a promised delivery date of 8/10. I now have been informed that it would not be delivered until 8/26 (which is too late for me, I needed it immediately).
On their website, on my "Order Status" page the computer order is marked "open" which seems pretty self-explanatory to me.
On this website their policy states specifically:
"Please keep in mind that if your order has already been processed, our customer service department will be unable to cancel it."
My order status online says that my order is "open." I believe any reasonable person would interpret that to mean that it has not been processed. And, if that is the case (which I seriously doubt), it is irrelevant as they delayed my delivery time over two weeks.
As I cannot wait until 8/26, I called to cancel the order ($1,700) I spoke with three separate people (one whom hung up on me) refusing to cancel my order.
I eventaully spoke with Supervisor Joel #112597 (whom would not provide his last name) and he, while trying to be pleasant, simply refused to cancel my order.
The reason he gave me? HSN had faxed a letter to Gateway asking for it. I ask you, does that mean the order has already been processed? The website specifically says the order is open, (not shipped, or ready to ship, what my other orders state).
While I will EVENTUALLY get a refund I have to wait to receive the computer (which, incidentally, could actually be after 8/26 I was told).
I then have to return the computer to Gateway and once Gateway "processes my return" they will notify HSN and HSN will issue me a refund within 72 hours.
Jason could not tell me how long it would take for my return to get to Gateway, nor could he tell me how long it for Gateway to "process the return" nor could he tell how long it would take for Gateway to notify HSN.
So realistically, I could be looking at the end of September (paid 7/31) or even October before I am reimbursed for their two week delay in delivering my computer.
If there is anything anyone in your organizaiton can do to assist me in this situation, I would be very grateful. If not, please warn everyone not to purchase expensive items (or in my case any item at all ever again), because you could have, as in my instance, your money owed held hostage.
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