Updated-HSN thread

Two Peas is Closing
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Posted 10/1/2013 by mswhittaker23 in General Scrappin'
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meagan82one
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Posted: 10/2/2013 11:56:41 AM
I have to agree with you also. Although I am glad that the original will be offered, I also feel silly for being happy, because I shouldn't have had to deal with the debacle in the first place. And I hate to say it, but even the final "resolution" wasn't handled as well as it could have been. But it's nothing less than I have come to expect, sadly.

Megan Liane
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Posted: 10/2/2013 12:14:01 PM
I think what I don't understand is how they didn't catch the mistake until it went out to customers. That just doesn't make sense.

Also, they haven't really addressed the fact that the album color is wrong. It is not a huge deal to me but I don't get that.

scrapper100
Budletsmom

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Posted: 10/2/2013 12:46:21 PM
Does anyone know if the kit they shipped has an album and what color it is? I don't like most of the colors offered as I don't do pink or pastels so I am curious. I am hoping my kit comes either today or tomorrow but who knows with smart post. I hate smart post.


Patti

marie516
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Posted: 10/2/2013 1:08:48 PM
I'd like to know about the album as well. I looked on amazon and there are 2 cinnamon albums. A dark brown and an orange-y brown. I want the chocolate brown!


Jennifer

scrapper100
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Posted: 10/2/2013 1:15:28 PM
I really hope it isn't an orangy one that would not be good at all. I want a chocolate brown. Has anyone actually received their kits yet?


Patti

CaribbeanGirl
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Posted: 10/2/2013 1:17:22 PM
Mine will be here tomorrow. I'm hesitant to open the box


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peapermint
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Posted: 10/2/2013 1:24:06 PM
I kinda think they would have had to know and consciously ship it "wrong," because otherwise how would they have matched up an album with Cut and Paste, which doesn't normally come with an album, right?

sopranomom
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Posted: 10/2/2013 1:43:12 PM
Still confused! My HSN kit should be here like today, does that mean I keep this one but when they make the Amy T kit from autoship I get that one too? Do I pay for that one or this one or what????????? I don't have the polka dot kit so I might like it, but did want the chocolate album I was promised. What do we do? contact HSN, or Becky or what? Will it end up we pay for the autoship kit we didn't want or if we send it back, then they will send the other one in January? Will it ship from HSN or AC?

[Michele]

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Posted: 10/2/2013 1:48:54 PM

Here are the various options available to you at this point for resolving the issue:

Option 1. Send an email to sherriw@americancrafts.com with a photo of your HSN packing slip attached, your mailing address and your mini kit selection option (just write in the body of the email which of the four options you prefer). You can choose from one of the following (3 are shown above):

Dear Lizzy Polka Dot Party Mini Kit (ships within 2-5 business days)
Seasons Mini Kit (ships within 2-5 business days)
Childhood Mini Kit (ships within 2-5 business days)
Amy Tangerine Mini Kit (the one you originally signed up for) + a Project Life Date Stamp (ships around the first part of January)

(American Crafts doesn't have access to HSN's customer database and that's why we need you to send a photo of your HSN packing slip. We need this to independently verify your purchase. Sorry for the inconvenience.)

Option 2. For those of you unsatisfied with any of these options, we encourage you to contact HSN customer service for a refund.

Thanks again for your patience and understanding as we work to resolve this issue. Please note that the third installment of the auto-ship (the Maggie Holmes Mini Kit and album) will ship as planned.



I don't think albums are mentioned so who knows what's going on with them.

marie516
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Posted: 10/2/2013 2:13:25 PM
Just got my kit. The album is dark brown. I'm guessing it's the chocolate because it is definitely not the orangey brown cinnamon that's in amazon. This album would have been so adorable with the original AT kit we were supposed to get. The cut and paste kit is cuter in person so with the album, this kit and now I'll be able to still get the kit we paid for, I've decided to keep it. I'll post a pic of the album when I get home.


Jennifer
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Megan Liane
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Posted: 10/2/2013 2:52:14 PM
I am pretty sure mine is the cinnamon one. It looks most like the picture on Two Peas: LINK TO CINNAMON ALBUM ON TWO PEAS

sopranomom
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Posted: 10/2/2013 3:07:51 PM
Is we paid for the "mistake" kit now shipping, when they make the one we are supposed to get, will we have to pay $30 for that one too? If we keep the Mistake kit, and then choose a FREE one, are we then not going to get the original Amy kit? I mind is scrambled trying to figure this out!

ScrapbookBabe
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Posted: 10/2/2013 3:14:44 PM
I agree with soprano mom? do we keep this kit and get the original one in January free of charge? Or do we have to pay for the January shipment as well???????????????????????????

marie516
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Posted: 10/2/2013 3:16:16 PM

I am pretty sure mine is the cinnamon one. It looks most like the picture on Two Peas: LINK TO CINNAMON ALBUM ON TWO PEAS


Yep, that's the one I have. Totally different from the pic on amazon. cinnamon on amazon

So do you think they changed the name? Now I'm confused?!

Just looked at BH product page on her blog and there is not even a chocolate mini album listed . This pic of what we were supposed to get is what I want! AT mini kit


Jennifer

scrapper100
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Posted: 10/2/2013 3:19:29 PM
My understanding is we can get a mini kit now or we can wait until January for the kit we were supposed to get now. If this is correct I will just wait. You do have to take a picture of your packing slip and email it to them and ask for what option you want - I just hope that AC really does mail them out in January - I mean there are what 10,000 of these kits so they have to send out close to that many that is a lot for a company that normally doesn't do something like this. I think this is a nightmare for them. It really is too bad as I know a lot of people ordered the autoship specifically for this kit - I did and am really bummed that I have to wait even longer for it - it will be close to a year since we ordered it in March. I was going to use it for summer 2013 pictures but I guess I will just save it for 2014 but it is better than not getting it at all. I would rather get it later than never. If they weren't going to send the one we ordered I would return the one they are sending now and probably not order any more of her kits - I bought multiple when they aired and am good on kits for a while. I know it was a mistake but it is hard to believe that there was only one person that was checking things - I hope they learn from this and nothing like this happens again. I am glad that they are doing everything they can to make it right though - it has to be costing them a fortune.


Patti

recap.pea
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Posted: 10/2/2013 4:08:21 PM
While I do not see how a mistake of this magnitude could be made exactly, I really appreciate Becky and A.C. offering a resolution that should make everyone happy.

I am sure BH feels horrible about this but it completely had nothing to do with her - it seems it was all on A.C.

At least they offered real solutions to the problem and it should please everyone in the end.

I am looking forward to the last kit as well - you can bet your life they will make double and triple sure it is the correct product next time.

allisonschultz
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Posted: 10/2/2013 4:55:37 PM
In case it helps someone else, I was able to attach a picture (screen shot from my phone) of my shipping notice off the HSN site and sent that to AC. It was accepted and now I just have to wait for the exclusive kit in January. Didn't want to wait until I get my packing slip as its not coming until 10/8. HTH
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DoxieLady
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Posted: 10/2/2013 5:18:24 PM
I received my kit today (and it came with a brown album), but they aren't at all clear in any of their communications with what we do with our current kit.

If we chose one of three kits they noted yesterday (Seasons, Childhood, or Polka Dot Party), do we get to keep the current kit AND the additional mini kit?

If we chose to wait until January to get the exclusive Amy Tan kit and date stamp, do we get to keep the current kit AND the exclusive kit?

Are they just assuming we will know?

I've read the blog posts, the FB page, and here and there seems to be varying thoughts on it.

Does anyone know for sure?

ETA: and since they said that the AC Database and the HSN Database aren't connected, how would they even know if we returned the kit? It reads to me like we can keep the current kit and the additional kit is an extra bonus to make up for the error. A very expensive error at that!


Diana

recap.pea
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Posted: 10/2/2013 5:32:26 PM

If we chose one of three kits they noted yesterday (Seasons, Childhood, or Polka Dot Party), do we get to keep the current kit AND the additional mini kit?

If we chose to wait until January to get the exclusive Amy Tan kit and date stamp, do we get to keep the current kit AND the exclusive kit?


You keep the kit you received (the Amy Tan Cut & Paste)...then you follow their instructions on selecting another kit. So all in all, you will have 2 kits in the end

ScrapbookBabe
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Posted: 10/2/2013 5:36:04 PM
But who pays the shipping on the one we anticipate receiving in January?

DoxieLady
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Posted: 10/2/2013 5:37:38 PM
Thanks Recap Pea!!!

It's what I was thinking...but it really isn't clear anywhere.


Diana

natlhol
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Posted: 10/2/2013 5:44:02 PM
My assumption is that AC will be shipping it free. They asked for a shipping address in the email that you send them when you state which choice kit you want. If it was coming from HSN, they would have that data and your credit info. AC did not ask for credit info.

I heard back from AC already that I will be receiving the new Amy Tangerine kit and stamp in January and I only sent them an email this afternoon.

nomorelittlemonkeys
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Posted: 10/2/2013 6:33:23 PM
Although I was very excited about the kit we were supposed to get, I'm happy to have received the chocolate album, as well as the opportunity to get it at a later date. They seem to be doing their best to fix a bad situation. They are going to lose a lot of money on this error, but it was the right thing to do. Otherwise, we would all be returning the kits.

sunshine99
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Posted: 10/2/2013 8:14:41 PM
Thank you all for this posting. I would have never known I about this and would have just returned my kit. I really do not like it at all...so back it goes to HSN, but at least I can get the kit I wanted. I already sent my picture of my package slip.

nomorelittlemonkeys
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Posted: 10/2/2013 9:24:40 PM
As I understand it, you do not need to return the kit you received in error.

nomorelittlemonkeys
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Posted: 10/3/2013 11:45:50 AM
I sent an e-mail the Sherri at American Crafts, and already received a response! I'm happy they are on it!

Krissy_Kat
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Posted: 10/3/2013 1:46:43 PM
It's a mistake. They happen all the time in all sorts of industries. I forwarded my email confirmation from HSN (I don't even have my product yet) and I got an email response from AC within 2 minutes. TWO minutes. We get to keep this current kit and pick from FOUR options (WHEN do you get offered something like this???) - I selected to wait for the exclusive kit and FREE stamp. They are shipping the replacement kits to anyone that qualifies for FREE. I think American Crafts is the BOMB. I love their products even more now due to their customer service.

treyaut
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Posted: 10/3/2013 2:22:59 PM
I emailed my HSN slip to Sherri as well and got an immediate response. I am returning the HSN kit (have no desire for it) and I am waiting for the Exclusive Amy Tan kit I originally wanted with a free PL Date stamp due to ship around January. Mistakes do happen and I don't mind waiting. Life is far too short for ME to get bent out of shape over a human error.

I spoke with HSN and the rep had no clue what the issue was. Even the supervisor was clueless of the situation. Am I the only one who has called HSN regarding returning this kit?

All in all they will refund my money (including the shipping charges), so I'm a happy camper.


I can do all things through Christ who strengthens me. Phil 4:13

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2013 - Mini Albums - 20



CaribbeanGirl
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Posted: 10/3/2013 2:50:56 PM
treyaut, I contacted HSN last night and they had no clue of the situation either


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girlscrapsalot
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Posted: 10/3/2013 3:19:03 PM
HSN needs to type up some sort of "talking points" sheet and pass it around to their customer service reps. I've talked to three different people during the last few days and all three were clueless

AC is on the ball now, though. I'm crossing my fingers it works out.

sopranomom
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Posted: 10/3/2013 4:19:29 PM
Received my kit today, nice chocolate brown album, and I didn't have this set of cards so am OK with it. I am pleased at their effort to take care of the mistake, and will ask for the original kit plus date stamp. I do think however if a lot of people hadn't made a big stink about getting the original set we ordered, it wouldn't have happened, so as my mom used to say, "the squeakin' wheel gets the grease"!
So overall, they have made good on a mistake and I am happy with that.
* I would like to comment on how these boxes are arriving lately....lots of clear packaging tape that looks like a kid did it! the end of the box not closed very well and then gobs of tape to try and close it. Most boxes I get in the mail have a good kind of sealing tape with the ends nice and lined up. What's up with their packaging? I was afraid my album was going to be damaged, this one and my Christmas kit. Luckily the insert kept it from being damaged.

Anna*Banana
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Posted: 10/3/2013 4:45:12 PM
I've unfortunately been on the receiving end of some epic debacles and screw-ups in the scrapping world and I have never ever seen such prompt attention to the issue once it was found. And frankly, I have no idea where the screw up was, but I think that person(s) is probably sorry and because of how much this thing is going to cost them, I'm 13478903457% sure that crack has been fixed.

I'm not thrilled, but considering the size of this issue and how prompt it has been handled, I'm really impressed. Given the history of scrapping screw-ups and epic "so there" type responses we've witnessed here over the years I think this is a wonderful change and I'm happy to give American Crafts kudos for it.


~ Anna ~

sopranomom
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Posted: 10/3/2013 4:52:44 PM
I emailed Sherri with my invoice and just received a very nice email back from her. I thanked her for them taking care of this problem and she said thank you for your patience et.....I for one am very pleased at their effort to make this right. In an imperfect world, guess it's how one handles these things that matter, and I am impressed with their huge effort to make it right. As someone said, this is after all, just scrapbooking supplies, not a monumental serious problem like ones health!

Megan Liane
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Posted: 10/3/2013 6:43:08 PM
I also got a nice reply from Sherry. I am glad they are doing something to make it right. It is still a little odd to me that they didn't catch it before but maybe it just went directly to HSN? Anyways, I ended up better off in the end b/c I like the AT Cut & Paste better and am getting the DL Polka Dot Party kit, as well.

MDscrapaholic
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Posted: 10/5/2013 4:27:00 AM
I emailed Sherri October 3rd after I received my kit and took a picture of my invoice. I haven't heard back from her. I asked for the Seasons kit.

I wonder why I didn't receive a reply email like everyone else??!

KraftyKT
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Posted: 10/6/2013 2:06:02 AM
I just received an email from Sherri noting my selection for the correct Amy Tan kit.

JodieRuth
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Posted: 10/6/2013 8:03:30 PM
This just popped up on my FB feed

One last update on autoship mistake

EVERYONE will get what they ordered, plus if you already took up the original solution you will still get that.

meagan82one
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Posted: 10/6/2013 8:13:13 PM
I just read the update and have to say that it is incredibly generous of them to still send out the mini kits in addition to the correct. Very classy way to deal with it.

peapermint
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Posted: 10/6/2013 8:34:23 PM
I am pleased with the resolution. The originally planned kit is much different that the Cut and Paste.

I'm curious what went down behind the scenes -- if it had something to do with their contract with HSN legally.

But, man, people sure take their scrap stuff seriously!

doesitmatter?
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Posted: 10/6/2013 8:41:31 PM
As I said previously, I cancelled before mine came - but I have to admit I'd be thrilled to get this line instead of the older one that as advertised!
BUT it's definitely not ok to just substitute a different product without offering a refund ... or getting feedback from your customer.


Child of God, follower of Jesus, and so thankful for His presence in my life <><

ScrapbookBabe
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Posted: 10/6/2013 9:45:01 PM
Wonder if this will affect HSN's willingness to deal with AC in the future? I'm sure they were not happy to learn that customers all received the wrong kit.

girlscrapsalot
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Posted: 10/6/2013 9:48:33 PM
I bet HSN made AC make good on their contract to provide exactly what they said they would. Just my guess. HSN doesn't want to lose customers bc of AC's mistake, no? I do think it's very generous of AC to honor the free kit offers, though. I'm glad it seems to be working out so that everyone's happy


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CaribbeanGirl
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Posted: 10/6/2013 10:01:46 PM
It says on Becky's blog that HSN told AC that they are to provide them with the correct AT kit to ship to the customers.


"I solemnly swear that I am up to no good" - Harry Potter
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scrapper100
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Posted: 10/6/2013 10:26:38 PM
Thanks so much for posting this I should have made it by just a few minutes. I didn't expect to get both the correct kit and an extra mini kit but am not going to complain.

I just need to find out if I can skip the December kit without messing up the January kit. I also am worried about HSN charging us for the kit or shipping. I feel that AC has gone above and beyond (well maybe HSN had a bit to do with it) but still. I am looking forward to playing with this kit. I just hope that the rest of this will go smoothly and we can enjoy our goodies. I have always liked AC and I love their albums and paper lines.


Patti

CaribbeanGirl
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Posted: 10/7/2013 11:47:15 AM
I emailed Sherri at AC to change my replacement choice since we are all getting the exclusive kit in January. She emailed me back and told me I was getting the PL stamp in January and could not change my choice


"I solemnly swear that I am up to no good" - Harry Potter
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ScrapbookBabe
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Posted: 10/7/2013 12:23:40 PM
If you emailed her before the deadline you should be able to switch. DId you?

CaribbeanGirl
AncestralPea

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Posted: 10/7/2013 12:44:05 PM
Yes I emailed way before the deadline. They will not let me switch. I've spoken to two representatives


"I solemnly swear that I am up to no good" - Harry Potter
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CaribbeanGirl
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Posted: 10/7/2013 1:14:25 PM
I had to speak to a manager but I got it changed


"I solemnly swear that I am up to no good" - Harry Potter
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scrapper100
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Posted: 10/7/2013 1:52:16 PM
Who did you speak to to get it changed? I have yet to receive my email about the second request.


Patti

mswhittaker23
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Posted: 10/7/2013 2:11:10 PM
If this helps answer any questions for someone - I had to call HSN and speak with a supervisor today. She said that we should not have to do anything, the kit will ship to us and they won't charge us shipping on it. If you want to return the incorrect kit for a refund, you need to call them. Otherwise, supposedly, these will ship automatically and free of charge.

I did have to go through two other customer service reps who had no knowledge of the mixup, so they weren't able to help me and asked me to contact a supervisor via telephone.

Hope this helps clear up confusion for some.


http://www.avegasgirlatheart.com/
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