Post by skippet on Nov 17, 2014 11:00:39 GMT
During HSN's last 24 hour Craft Day show on October 6th, I purchased, the Bazzill large paper assortment, some supplies for my Cinch and treated myself to the Janome Portable Sewing machine. I've always wanted to learn to sew on cards and figured I don't have all that much time left to do it. During each and every presentation of the Janome machine, the HSN hosts touted that the machine was eligible for their Extended Holiday Return Policy and it could be returned free with their easy returns up until January 31, 2015. I received my machine which was shipped from Janome (in the original store type box without any additional packing or protection). I tried using it, however I found it very hard to thread the needle as there is no light and I believe it is backwards in that one can't get a needle threader in from behind the needle because the presser foot is in the way. After a marathon of multiple attempted threading sessions, the last of which lasted 40 minutes, I decided that these elderly eyes make it impossible to be able to use this machine.
I contacted HSN Customer Service and they said they would send a return slip. Instead, yesterday I received a letter from their customer service department saying they were declining my request because it had been more than 30 days since the purchase. I called them and was told that yes their Extended Holiday Return Policy does allow returns up until January 31, but that Janome chooses to not participate in their extended return program so I must return the machine to Janome at my own cost and pay for insurance also. It is going to cost almost as much as the heavy machine to to return it.
I am furious as each and every time this machine, along with everything else was presented during this craft day, it was repeated stated that they were eligible for the special holiday return. I bought the machine from HSN, not Janome. If HSN was not going to live up to their publicly stated offers for the Extended Holiday Return Policy, they should have so stated when the machine was presented or at the point of sale. I relied on their promises in buying the machine. Their duplicitous action is very disappointing. When I stop spitting nails, I will figure out what to do. I was thinking of maybe returning the machine and then filing in small claims court to recoup my costs. I live in a different state than where HSN is located so I don't know if this is possible.
Has anyone had a similar situation with HSN and found a way to make them live up to their promises? Any advice appreciated. Needless to say both HSN & Janome have lost a customer, not that it makes any impact since they have millions of them. What a disappointment as I always had favorable thoughts toward them until now.
Beware, if you bought one to give as a Christmas or Hanukkah gift and if you need to return it, HSN will not honor their Extended Holiday Return Policy.
Sorry for the long post
I contacted HSN Customer Service and they said they would send a return slip. Instead, yesterday I received a letter from their customer service department saying they were declining my request because it had been more than 30 days since the purchase. I called them and was told that yes their Extended Holiday Return Policy does allow returns up until January 31, but that Janome chooses to not participate in their extended return program so I must return the machine to Janome at my own cost and pay for insurance also. It is going to cost almost as much as the heavy machine to to return it.
I am furious as each and every time this machine, along with everything else was presented during this craft day, it was repeated stated that they were eligible for the special holiday return. I bought the machine from HSN, not Janome. If HSN was not going to live up to their publicly stated offers for the Extended Holiday Return Policy, they should have so stated when the machine was presented or at the point of sale. I relied on their promises in buying the machine. Their duplicitous action is very disappointing. When I stop spitting nails, I will figure out what to do. I was thinking of maybe returning the machine and then filing in small claims court to recoup my costs. I live in a different state than where HSN is located so I don't know if this is possible.
Has anyone had a similar situation with HSN and found a way to make them live up to their promises? Any advice appreciated. Needless to say both HSN & Janome have lost a customer, not that it makes any impact since they have millions of them. What a disappointment as I always had favorable thoughts toward them until now.
Beware, if you bought one to give as a Christmas or Hanukkah gift and if you need to return it, HSN will not honor their Extended Holiday Return Policy.
Sorry for the long post
