Call Our Customer Service… It’s A Rewards Center!

Yet another example of customer service gone wrong implementation that I had stumbled on this morning. My wife ordered some of her stuff online from HSN.com, order arrived in two pieces, one of them wrong. It happens. This morning I fetched a customer service phone number from order’s e-mail and wrote it for her so she could call and request an exchange. As I was leaving I heard her dialing the number and… guess what? An overly-cheery loud and annoying female voice happily announced that she has reached a rewards center, “probably by mistake”. Right… hung up the phone, double-check the number and dialed it again. Oops. Same voice, same message. I stopped, went into HSN’s web site to check the number. Yes, we’ve got the number right, but it still says “rewards center”.

After trying out a few other numbers, we figured the right one. Customer service rep helped my wife out, doing whatver it is they’re supposed to do in order to fix such an issue. However, the problem remains the same – why would someone post a rewards center phone number as a customer support? My guess is it was some marketing genius that decided it was an easy way to upsell existing customers.

From my stand point – it is not.