HH Gregg Appliances, Inc.

Review: My name is [redacted]. [redacted] is my mother and she has terminal lung cancer. We bought a Whirlpool refrigerator from HH Gregg less than a year ago. The freezer part quit working. I called HH Gregg and they put me through to their service department, which made an appointment. We had to wait 2 weeks before a service man came to the house. The technician shows up and said the problem was dust in the cooling fan. He blew out the dust and said it would take 2 to 3 days for the freezer to work. It did not work and I called again and waited another week for the tech and he was there on May 28, 2013. He said he thinks the compressor is out of it. My mother asked if had parts on truck to fix it and he said no, I think I can have parts by Saturday, June 1st. So we are a month without a freezer. Enough is enough. I called HH Gregg corporate office and they said that their hands are tied by Whirlpool.Desired Settlement: We just want a refrigerator and freezer that works.

Review: I purchased a computer from H.H.Gregg on 7/1/14. I also purchased virus protection that was recommened by them. Now, a month and a half later, my computer freezes up, has numerous pop-ups and works half the time. When I contacted them, they said the extra protection I purchased was for if water was spilled on the computer,etc. That is not what they said when I purchased the computer. I will be taking my computer to a local repair shop and I wish to be reimbursed the money I'm going to spend on it to get it fixed.Desired Settlement: If they would like to reimburse me the entire amount I spent with them, that would be fine. Other than that, they can pay the repair bill for the next 2 years.

Business

Response:

August 22, 2014

Review: I purchased a 60in tv in 2012 and a warranty for $420.00 for 5 years. The warranty was supposed to cover parts, labor, damage, cracks, etc. . On July 29th my tv was moved and got a crack in the screen, I called the. HH Gregg warranty center to file a claim and was told my tv wasn't covered. I explained to the gentleman that I paid $420.00 for a 5 year warranty why wouldn't this be covered, I wouldn't have paid this much money for a warranty if this wasn't covered that's a lot of money. The guy at the warranty center rushed me off the phone and hung up. I called the store I bought the tv from and was told that no the tv wasn't covered and the person who sold me the tv should have told me. I explained to the young lady why would I pay $420 for a warranty that would not cover cracks because that's the most probable accident to happen with flat screens. The young lady said she couldn't help me I asked for the corporate number. I called corporate and received the same treatment. So now I have a 60in tv with a cracked screen and a $420.00 warranty that doesn't cover anything. I was offered partial money back for the warranty. I am very disappointed I have closed my account with HH Gregg and will no longer do business with them.Desired Settlement: I would like my tv replaced, or a full refund for the warranty they falsely sold me.

Business

Response:

I have received your letter regarding [redacted] concerns about the service plan.

I apologize for any inconvenience Ms. [redacted] experienced. However, we are unable to honor her request.

Our records indicate that Ms. [redacted] purchased an FPWTS-5 service plan. Television premium service plans sold in our stores do not offer the Accidental Damage from Handling coverage enhancement.

If the coverage has not been used, she may be eligible for a cancellation of the coverage and a refund. If she would like to request a cancellation, we request that she fill out the enclosed form and mail it to the address at the bottom of the form.

We appreciate having the opportunity to answer Ms. [redacted]'s complaint.

Sincerely,

Review: Called for repair on dryer and repairman came out and said the warranty company had to approve and supply parts. That was four weeks ago. Everything was approved and parts ordered. Received a call today that the parts are expected to be delivered to them next Monday, March 16. No guarantee. We purchased a premium warranty which includes $25.00 allowances for a laundromat. It was quoted to maybe be received upon approval, in 30 days. Also a refrigerator freezer purchased last year, was not working. Upon calling for repair was told because we had the unit in the garage it voided the warranty. We told the salesperson that was why we were purchasing it was for the garage. He never said anything against it. We were told if we brought the refrigerator in the house, they would send a repairman out. HH Gregg person at the store said he would try to get us a unit that we could keep in the garage. That was at least 10 days ago.Desired Settlement: Need the dryer in working condition and get a warranty company that has better response. Different refrigerator freezer that can be used in the garage, at no additional cost to us. Still honor the extended warranty, which isn't even in effect yet.

Business

Response:

March 26, 2015[redacted] Revdex.com, Inc.151 N. Delaware Street #2020Indianapolis, IN 46204RE: [redacted] (# [redacted])Dear Ms. [redacted]:I have received your letter regarding [redacted] concerns about her appliances.I apologize for any inconvenience Ms. [redacted] experienced. We regret that we are unable to offer her a refund or a replacement for the refrigerator she purchased in August of 2014. As indicated on the back of our invoices, the return period is 30 days. I was unable to locate a record of an exchange authorization. According to our records, the service plan she purchased for the dryer is administered through Warrantech. Our representative contacted the service plan administrator and was informed that the repair was completed. It is our understanding they attempted to contact her. If she has any questions, Warrantech can be reached at (877) 456-9643.We appreciate having the opportunity to answer the complaint. Sincerely,[redacted]Director, Service Operations[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,[redacted] on the question of the dryer, yes it was repaired after 5 weeks!!!! The warranty company took all that time to supply the parts. That was after the approved the repairs. I just think that when you send a repairman out you should ha e the parts available. He could not even look because if he had them until repair was approved. On the refrigerator, we told the salesperson what we were looking for and where we would use it. We told him the refrigerator would be as an extra for the garage. He never stated that your warranty would be voided if used there. He even sold us an extended warranty for 150.00. The warranty company told us to move the appliance into the house and then they would come out. I've owned an upright and a side by side which where in the garage for more than 20 years, with no problems. I believe the least they can do is refund the funds from the extended warranty, since they won't honor it. We can't move it indoors, we have no room for it. Im very disappointed with the service from this store.

Business

Response:

April 16, 2015[redacted] Revdex.com, Inc.151 N. Delaware Street #2020Indianapolis, IN 46204RE: [redacted] (#[redacted]) Dear Ms. [redacted]:I have received your follow-up letter regarding [redacted] concerns.We regret her continued disappointment. In the interest of good customer relations, we can offer to cancel and refund the refrigerator service plan in full as long as the coverage has not been used and she has not already received a refund for the plan. If she would like to take advantage of this offer, we request that she fill out the enclosed form and mail it to the address at the bottom of the form within the next 30 days.We appreciate having the opportunity to answer Ms.[redacted] complaint. Sincerely,[redacted]Director, Service Operations[redacted]Enclosure

Review: On July 12, 2012 we purchased a range and dishwasher from the store at 3052 Dyer Blvd, Kissimmee, FL. The shopping experience was pleasant and we initially were pleased with the store. The first time we used the dishwasher, a Frigidaire, it had a rancid smell. We called the store who promised to replace it as long as we had a technician check it first. We had some difficulty as hhgregg's listed tech no longer service Frigidaire, but the Frigidaire service hotline found us an approved technician in our area. The tech did not want to come out claiming that "Frigidaire doesn't cover odors." Finally, the technician agreed to come out. The technician showed up, smelled the smell, and told us our water was too soft causing suds which locked in bacteria causing the smell. No water tests were performed. We followed his instructions in changing our detergent and running hot water before it ran to make sure the water was hot enough. We gave his solutions some time to work which they did not. We called the store back to tell them we had a technician look at it who didn't solve the problem. They said they wouldn't replace the washer until a technician deemed the washer defective. So we called back the tech, scheduled another service, and they never showed. Frustrated, we called the store again who forwarded us to their "vendor relations" line. This line wanted us to call out a technician and gave us the number to the same technician we were having issues with. During this time the washer stopped cleaning the dishes, the drain pump broke, flooded our cabinet under our sink, and the rancid smell continued. We went to the store to have our washer replaced who would only give us the number to vendor relations. We called the technician to replace the drain pump who took multiple visits to fix as they broke the new part, had to wait on new ones, install the new one, and come back to resolve a noise from the new pump. This took took over a month start to finish as we had to wait at least a week in between visits. When the cabinet flooded, we got the phone number to a different technician who refused to touch anything to ensure that he was not blamed for the flood. So we had to call the other tech service back who tried to blame the flood on some moisture coming from a sink tap. They also tried to blame the smell and/or flooding on my garbage disposal which had no issues with my previous, cheap washer that never had cleaning issues or smell problems. During this time we had filed a complaint on the hhgregg website and were contacted back by a [redacted]. He was directing us to call the technicians back and directed us to the Frigidaire service line to find the other technician who refused to work on the problem. Customer Service from [redacted] became worse and worse and he stopped calling us back when he said he would. It took frustrated voicemails to get him to call us back. He told us they only had 2 or 3 home visits on record when we had at least 8 at this time. I fell due to this lack of recording by the technicians the Hhgregg claims reps have been skeptical of our story making the experience that much more frustrating. [redacted] assured us his office was the proper way to get our dishwasher fixed/replaced. I told him about the store's promise to replace the washer and he said that only the store could honor that request and suggested I contact the store. I called the store, told the store manager the story, who told me there's nothing they can do outside the 30 day return policy. I told him we did make a claim within the 30 day policy, followed HIS store's instructions, and because of his store's instructions we fell outside the 30 day policy which (we didn't know it at the time) is why the store directed us to the vendor relations and corporate claims offices. We thought they were directing us to replace our washer as they had originally promised. He claimed he was the appliance manager at the time of purchase and had no recollection of our issue and that there was nothing he could do. He supplied us with tablets to clean the washer which has not resolved the rancid smell nor the cleaning issue. My last discussion with [redacted], the corporate claims rep, was that they were sending out the installers to have them check the installation. [redacted] told me this was typically a last resort for the company before claiming the dishwasher defective, implying to me that we'd have a resolution soon. Me and my family were in Europe for 2 weeks and were very disappointed to not have heard from [redacted] in the over 3 weeks since the installers came out to check the washer. We've been following Hhgregg's instructions for ALMOST A YEAR, A YEAR!, being polite and reasonable customers, and have gotten nothing in return but a frustrating run around and continuous lies.Desired Settlement: We want the washer replaced like the store and Hhgregg's policies promised. We followed their instructions for the 30 day return policy, and have done nothing but follow their instructions ever since. This is not an unreasonable request, we are not looking for a refund, we're not looking for free extras, all we want is a working dishwasher which Hhgregg did not supply in the first place.

Business

Response:

Here is the response for Brian Morgan's complaint.

Business

Response:

Dear Ms. [redacted]:

I have received your letter regarding [redacted] complaint about the dishwasher.

I apologize for any inconvenience Mr. [redacted] experienced. We regret that given the length of time that has passed since the purchase in July of 2012, we are unable to authorize a return.

Our representative contacted the manufacturer. It is our understanding that the dishwasher does not qualify for an exchange under the manufacturer's warranty because there are only two completed repairs on file. If Mr. [redacted] believes the dishwasher is not functioning properly, we recommend that he schedule a diagnosis.

We appreciate having the opportunity to answer Mr. [redacted]'s complaint.

Sincerely,

Review: Appliance was ordered over two weeks ago with the understanding it would be delivered on July 12, 2014. HH Gregg called at 6:40 on July 12th stating they did not have the appliance. This is unacceptable especially since they had two weeks to be prepared.Desired Settlement: I would like the job to be completed. They have the option of other appliances but not of lesser value. I would like a letter from the CEO stating he is aware of the issue and what mitigations are in place so other customers don't have the sane issues.

Business

Response:

I have received your letter regarding [redacted] concerns about his order.

I apologize for any inconvenience Mr. [redacted] experienced. Our records indicate that the refrigerator was delivered. We regret any disappointment he experienced.

I have shared Mr. [redacted]'s comments with the regional management so that they can address any issues with their personnel.

We appreciate having the opportunity to answer Mr. [redacted]'s complaint.

Sincerely,

Review: I BROUGHT A CURTIS 7'TABLET FROM HHGREGG ON 11-28-13 ONLY FOR IT TO NOT WORK IN A FEW MONTHS. IS THERE ANY WAY TO STOP THESE COMPANIES FROM PREYING ON THE POOR...KNOWING THAT THESE PRODUCT ARE NOT ANY GOOD. MODEL #LT7035. BEEN TRYING TO GET SOMEONE ON THE PHONE NO RESPONES AND WENT I GET SOMEONE ON THE PHONE THEY PUT ME ON HOLD FOR LONG PERIODS OF TIME. THIS IS AN ATTEMPT TO GET MY MONEY BACK OR ANOTHER TABLET..I HAVE BEEN CALLING THIS COMPANY WAY BEFORE THE WARANTEE RUN OUT. I FEEL LIKE I SHOULD GET SOME SERVICE.THIS TABLET WAS NOT WORKING LIKE IT SHOULD TWO MONTHS AFTER PURCHASE. MY NEXT STOP IS THE FCC.Desired Settlement: SAME AS ABOVE. THANK YOU

Business

Response:

Dear Ms. [redacted]:

I have received your letter regarding [redacted] concerns about her tablet.

I apologize for any inconvenience Ms. [redacted] experienced. We regret that given the length of time that has passed since the purchase in November of 2013, we are unable to offer her a refund. As indicated on the back of our invoices, the return period is 30 days from the date of purchase. It is our understanding that the manufacturer warranty expired.

In the interest of good customer relations, we authorized a $50 store credit. For

further assistance, she can visit our store and refer to invoice [redacted]

We appreciate having the opportunity to answer Ms. [redacted] complaint.

Sincerely,

Review: This issue began in December 2013. My husband and I purchased our appliances from this store in 11/13, $3000 on an HHGregg card and the remaining 144.12 was put on my MasterCard . The delivery of the appliances started on 12/1/13 and then so did the issues we have been having with the store. Long story short they came out 5 separate times before they got our appliances right, we had 2 damaged appliances, they damaged our wall, and did not set them up right. The issue that we are still currently trying to resolve is a refund for a damaged oven that we decided to keep in return for a amount to be refunded to us. On 12/12/13 I was told by [redacted] at the Fenton location that they would refund us $250 for the damaged oven and that I could go into any store and the money would be refunded to my card. This was actually not the case and I spent countless hours trying to get someone to give me the refund that was promised. I wanted them to refund the amount I had put on my MasterCard first because I would be paying interest on that amount and the HHGregg card had a 0% rate. After a trip into the store and dozens of unreturned phone calls, on 1/2/14 the money was finally returned but not to my MasterCard like I had been promised. It had instead been put back on my HHGregg card. I again started the tedious process of trying to get in touch with someone in the store. Finally, after numerous unreturned calls I spoke with a store manager names [redacted]. [redacted] was able to get the 144.12 refunded to my MasterCard and re-charged this amount back to my HHGregg card. I thought, finally this ordeal is over, but it was not. [redacted] had promised me that the 144.12 that was re-charged to my HHGregg would be at the 0% interest the original purchase was set up for AND if for some reason it was not all I had to do is call and they would fix it for me. SO, the 144.12 is getting charged interest on my card. I have called at least 20 times to try and get this resolved but can never get anyone to help me or call me back.Desired Settlement: DesiredSettlementID: Refund

After having to deal with this issue for over 5 months we would like them to simply refund the $144.12 that we are being charged interest on so that we can ensure that we will not have to deal with this issue again. We would also like some type of compensation for the hours and hours of time we have had to waste trying to get someone from their store to do what they told us they would do.

Business

Response:

I have received your letter regarding [redacted] concerns about her purchase.

I apologize for any inconvenience Ms. [redacted] experienced. GE Money is the administrator of the hhgregg card. We forwarded a request that they apply the promotional financing she received on her appliances to the $144.12 charge to her hhgregg card. Please note that the change may not show on the billing statement for two billing cycles. We are unable to offer her any additional refunds.

Our representatives do not have access to accounts. If she has any questions, the card administrator can be reached at (800) 333-1071.

We appreciate having the opportunity to answer Ms. [redacted]'s complaint.

Sincerely,

H H Gregg is a terribly ran company and I highly recommend looking elsewhere. I ordered a washing machine online and was told it would be delivered 12/4/14. That day came and went with no call or email from the company as to why the washer did not arrive. I called on my own to set up another delivery date and was told the previous delivery date I was given was an "estimate", despite the receipt using the term "delivery date". I was then rudely told it couldn't be delivered for 2 more weeks. When the delivery personnel arrived, they did not even remove the washing machine from the truck because they said it was so badly damaged it was unlikely to work. They ensured me they would have hh gregg call me in 5 minutes to set up yet another delivery date. I received no call or email. I called yet again to set up another date and was told they had no idea when another one could be delivered. I told them I no longer wanted it and to take it off of my credit card. I was told this would take 7-10 days. 18 days later it is still on my credit card. I am currently on hold again to try to get the charge for a washer I never received off of my credit card. Each time you call it is at least 30 minutes wait on hold. Good luck to anyone who shops here they are the worst!

Review: I bought refrigerator stove washer dryer from HH Gregg. They delivered the appliances, installed them on July 3, 2014. We had to move due to plumbing issues. Hired professional movers. The gentlemen showed us every mark dent before moving anything. He then went on to say you said you bought this refrigerator new I said yes he said man the top of the refrig is creased all across top then pulled it out it had scrapes indention like it was pushed in a place were it wouldn't fit. I never would have know this if I had not moved. I called HH Gregg 2 times no return calls. Mu parents and I took pictures receipts to Beavercreek store. Ask to speak to manager he would not look at pictures of even listen to us. Never have been treated like this. So rude. My dad tried telling them the refrigerator wasn't new he said it might of been at a house and brought back. My dad told him we paid for a new refrig not used he left told us grab his card cause we were turning him into Revdex.com. He said thats fine we're in good standing with Revdex.com. Then told us to leave. Never in my life have I bought something new and was told it was new in fact it was used. Also at new house electrician had to purchase plug clamps for dryer stove because HH Gregg didn't have them on. I am very upset I spend over 3000 and they are not willing to backup their products. Also treat my parents myself so rude in front of other customers. Why should I have to pay for used appliance when sold as new. Thats all they are supposed to sell new only. Very digusted.Desired Settlement: Replace the referigator compensate for not showing the damage when they delivered it. It was hid because they put in place hooked up you couldn't see that was damaged and used. (previous address where appliances were delivered [redacted], OH 45505)

Business

Response:

January 9, 2015[redacted] Revdex.com, Inc.22 East Washington Street, Suite 200Indianapolis, Indiana 46204RE: [redacted] (# [redacted]) Dear Ms. [redacted]:I have received your recent letter regarding [redacted] concerns about her refrigerator. I apologize for any inconvenience Ms. [redacted] experienced. We regret that we are unable to honor her request. Given the length of time that has passed since the delivery date, there is no way to verify how any damage might have occurred. If Ms. [redacted] has any questions, our Call Center can be reached at (800) 284-7344.We appreciate having the opportunity to respond to Ms. [redacted]’s complaint. Sincerely,[redacted]Director, Service Operations[redacted]

This place is a joke! How in the world did they manage to stay open. The have by far the WORST customer services EVER! H.H.Gregg just opened up in my city New Orleans, La. They recently had their grand opening sale and this happens to be the same week as the Black Friday sale. I came in on black friday on a mission to purchase new appliances & electronics because I'm renovating my entire house which includes: refrigerator, stove, dishwasher, microwave, washer/dryer, plus 3 different size LED smart tvs which are 40in, 50in, & 60in. The manager of this store told me that they didn't want to discuss about price with madness with black Friday sale going on so please come back Sunday (11/25/2012) and they would work the prices with me. I am aware that the sales will end Saturday 11/24/2012 but he insisted that the sale price will still be honored. As I was told by the manager I came back yesterday 11/25/2012 to purchase all my appliances & electronics.. to my surprised he did NOT honor the original black friday sale & was told he couldn't give me the price even though he's the one who told me to come back.. If I knew this I would have purchase all my items on friday & would save over $2000! I am truly disappointed with H.H.Greeg. I thought that since this is a new store in my city they would be please with the business I'll be giving them. Apparently my business wasn't truly wanted. Instead I went across the street to BestBuy & continue with my shopping.. The manager at my local hhgreeg store is very unprofessional & wasted my time! After reading all of the complaints on their Facebook page (it seems like they will only reply back on FB comments & not emails), I'm happy that I didn't purchase my items with them. So many people are making complaints and the only thing they get in return is please email customer care. DON'T WASTE YOUR TIME WITH THIS COMPANY! YOU WILL TRULY REGRET IT!

Review: Thursday Novermber 28th 2013 at 9:51 PM I purchased a Plasma LG 60'', 1080 P TV (model no 60PN6500) for $599.99. When I purchased the T.V. the salesperson said it would be shipped free of charge and then installed on a wall mount for an extra $79.99. He showed me the wall mounts on display, but said I would have to choose and purchase it so the installation crew would install it. As I proceeded to checkout the salesperson said it would arrive and be installed Monday morning. Sunday night at 8:11 PM I received an automated call stating that my shipment would be between 2-4 PM Monday not in the morning, which disrupted my business plans for the day further. At 4:30 PM I still haven't received a delivery call so I called the shipping department which notified me that the tv was no longer in stock and that it wouldn't be shipped. Why I had to make this initial call was beyond me. After being placed on hold for 20 minutes I was put in touch with a manager at the Mentor office. He stated that he could have a tv that was on display sent to me Thursday, but it would not be installed on the wall, it would only be installed on my entertainment center. At that point I ended the call. Not only did I waste $727.58 I wasted a whole day of business which put much stress on me and my family's shoulders.Desired Settlement: I would like a replacement tv of the same quality and size or larger, delivered and installed on my wall by this weekend. My reasoning for having this tv installed quickly was that I'm having company over this weekend. I already disassembled gave away my original living room tv Monday so now I have nothing. I dont want a display tv.

Business

Response:

I have received your letter regarding [redacted] concerns about his order.

I apologize for any inconvenience Mr. [redacted] experienced. We regret that we are unable to honor his request. The delivery service he purchased does not include mounting the television on the wall. Our records indicate that the delivery charge was refunded.

We value Mr. [redacted] as a customer and appreciate having the opportunity to answer the complaint.

Sincerely,

Review: I ordered a television ($1699.99) from this business on November 26, 2014 (order #[redacted]) The TV had an added delivery charge of $99.99 for drop off delivery, as in store pickup wasn't an option (Total with taxes coming to $1923.23) I ordered this TV for an upcoming Christmas party on 12/12/12. I called HH Gregg customer service several times in early December to check on the status because I had never received a follow up email regarding shipment. Each time I called I was told to hang up and try again due to high call volume... not to hold with an estimated wait time, or please wait for the next available agent, simply hung up on. On 12/10 I was able to reach someone through the help line and they gave me a ridiculous runaround. I spoke with 6 people in different departments of the company each one saying something different. After many hours on the phone I FINALLY reached one helpful young woman who told me that the warehouse that had gotten the order for my television didn't have any available for shipment. Rather than send the order to another warehouse (she told me there were several available) they simply dropped the order. No one knew why it hadn't shipped and there was no way to get the TV to me before the planned Christmas party. I then asked to speak to a manager and canceled the order. She told me that she would send out a refund check in the total amount (as the money was removed from my account the moment I placed the order.) I asked her to refund the money to my Paypal account because that was my method of payment. Apparently they have some agreement with Paypal that prevents them from sending refunds through them. She also told me that there was no way to prove they were sending the refund out. No confirmation number or anything, so I asked her to please mail me an invoice. On 12/23 I received a screenshot of the computer screen where the lady had submitted the refund. I called again (with very long hold times!) just to be sure it was a copy of the submission, and that the check wasn't supposed to be included in the envelope. The rep told me that there was not supposed to be a check, that it should follow within a few days as the invoice was sent on the 15th and the check was mailed on the 17th. I have called 3 times since then (all while also communicating with the company via their facebook page) and all they can tell me is that the check is in the mail, and that they sent it to my street address instead of my PO box. She suggested that I have her cancel the check and send a new one in it's place with the PO box address. I agreed to that if she would be able to overnight or deposit the money in to my checking account, but she said that was impossible. I asked to speak to her supervisor many times and each time she said that her supervisor would be unable to assistme any further than she had done. At that time I told her that we don't receive mail at our homes in my very small town, and that I get mail in my box without the po box quite often and it should be okay. She gave me her name and direct contact number and said that if I didn't receive it by Friday to call her and she would send another one (that could take up to 21 business days to process, plus shipping time.) I left her a message this morning. I was fed up, missing nearly $2K through the holiday season and my son and husbands birthdays... We had purchased a new television and just wanted the money back. As a shot in the dark I contacted Paypal and filed a dispute that was then escalated to a claim. I hope I will be able to recover my money with their help. If not,, possibly with your assistance.Desired Settlement: I am beyond frustrated with this company, and their business Facbook page has many more customers with the same complaints. I hope to have some type of resolution in this matter in terms of their lack of professionalism and customer service. And I'd also really like to get my money back. Thank you in advance for your attention.

Business

Response:

January 15, 2015[redacted] Revdex.com, Inc.151 N. Delaware Street #2020Indianapolis, IN 46204RE: [redacted] (# [redacted]) Dear Ms. [redacted]:I have received your letter regarding [redacted] concerns about the refund.I apologize for any inconvenience Ms. [redacted] experienced. We have located the refund check that was returned to our corporate office due to the incorrect address. We are mailing the check to the post office box address that Ms. [redacted] listed in her complaint. She should receive it in the next 10 business days.We appreciate having the opportunity to answer the complaint.Sincerely,[redacted]Director, Service Operations [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I received the refund check in the mail today, which does resolve my personal problem. However, I remain amazed at the poor customer service as well as the complacency of the company with their lack of professionalism. I have no idea how they are able to keep their doors open. I wil not be shopping there again. Regards,

Review: On 6/28/2014 HHGregg delivered a refrigerator, upon attempting to set it up it was found that the ice/water line was not connected. My wife contacted store and spoke with store manager [redacted] who stated he would have someone out on 6/30/2014 to correct and offered a $100 refund, we aggreed and accepted. On 6/30/2014 the repair guy comes out and state he stated that he didn't have the proper connection piece and informed us that we need to reschedule an appt. So we reached out to [redacted] the store manager again and he said he will again send someone out with the proper connection piece and again gave a $100 refund . Now on 7/714 another repair guy comes out and states, oh I didn't have the proper connection peiece, but this this time the repair guy takes a picture and states you need to call again. my wife and I reached out to [redacted] again he stated how sorry he was about not being able to get this fixed and schedules another appt and giving additional credit of $100. Now about a week later another repair guy comes out and states this can't be fixed because the wire was cut in the middle. I came into the store to speak with [redacted] on how can we fix this issue. He stated the refridge we ordered is no longer instock but he did find one at another location but it was on hold for a conusmer, the store manager there was holding it for a customer. I stated it was not fair that I paid for a product that is not working and instead of replacing I'm told that becuase another store is holding item fro another customer it's nothing he can do. My wife and I did select another fridge that we are not happy with.

Now during the delivery the delivery guys scratches our hardwood floors. I have been in contact with [redacted] for the past two weeks and all i'm told is that someone will contact you.Desired Settlement: I requesting $300 refund as promised by [redacted] the store manager and an additional refund of $200 for incovience. I am also requesting and my hardwood floors be fix ASAP.

Business

Response:

I have received your letter regarding [redacted] concerns about his delivery.

I apologize for any inconvenience Mr. [redacted] experienced. We forwarded his information to the appropriate personnel. It is our understanding that a representative should contact him in the next 5-10 business days.

We appreciate having the opportunity to answer Mr. [redacted]'s complaint.

Sincerely,

Review: We purchased a washer and dryer on 5-31-14. We were told that because we are outside their regular delivery area we would have to pay 2 (two) delivery fees of $79.99 each. However we would get one of the delivery charges back in the form of a Visa gift card. We were told this by two (2) different salespersons, one on the 30th and one on the 31st. Both days a man identified only as manager confirmed this statement. It is now 7-2-14. I called to check on when we could expect to receive the card. I was told we don't qualify for the refund of one of the delivery charges. Each of our units were only $378 plus tax, hardware, delivery, etc. To qualify each unit had to cost $499. Our total bill for one washer and one dryer is $1,038.93. On May 31, 2014 we qualified to receive a refund of one of the delivery charges. On July 2, 2014 we don't qualify. They also tried - I'm not sure what - by asking about delivery date which was a joke. The first time the so called new appliances were too badly damaged to even leave the truck. The second time the dryer sounded like a 747 taking off. Third time we actually ended up with both new appliances. The 2 extra delivery trips were in no way our fault.Desired Settlement: We are asking only the promised $79.99 refund of one of the delivery charges. At no time did we request compensation for any of the hassle of it taking 3 different delivery attempts before they got it right. We want only what was promised by 2 salesmen, [redacted] and [redacted], and the man known as manager.

Business

Response:

I have received your letter regarding [redacted] concerns about her order.

I apologize for any inconvenience Ms. [redacted] experienced. In the interest of good

customer relations, we processed a refund of $79.99. She should receive it in the

next 30 days if she has not received it already.

We appreciate having the opportunity to answer Ms. [redacted] complaint.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I have received the check. Thank you for your assistance.

Review: We purchased a new washer and dryer with extended 5 year warranties from HH Gregg 3 years ago. Our washing machine broke on Monday 3/17/14. When I contacted the warranty department to set up a service call, I was informed that the warranties were no longer active and to call the store where I made my purchase to find out why. I called the store location and was told that since no payment was received for the washer and dryer, both extended warranties had been cancelled. However, we have provided proof that we paid for the washer and dryer by check in August 2011. According to HH Gregg, they discovered that the check we sent was improperly allocated and marked as "miscellaneous cash payment" and not credited to our account for the purchase of the washer and dryer and warranties. The store has told me that since their records show we did not pay, my warranties are still void. No one seems to know how to change the system to show that payment was made so that we can get our warranties back and our washer fixed.Desired Settlement: We would like our warranties reinstated immediately and our washing machine fixed immediately.

Review: We Bought a Whirpool refrigerator May 2013. Model# [redacted] that we paid $2400. We did not purchase an extended warranty for this. In June 2014 it stopped making ice cubes, assuming it was a filter I replaced it and no changes. July 3 2014 we noticed that the freezer was not freezing well although things were still pretty cold. I contacted HH Gregg and they informed me that the dont manufacture them and I would need to speak to whirlpool regarding my problem. Would not back me AT ALL on this defect. Upon speaking to whirpool call centers they admit there has been a problem with these and it has been an ongoing slow freon leak that we are just now noticing. They advised that this happened while our unit was still in warranty!!! I am now dealing with whirpool and as of June 2014 they were scrapping these units but now have developed a kit to replace all of it (basically rebuilt). I have lost a couple hundred dollars in freezer good and am a very unhappy consumer. I am also filing a complaint about Whirpool due to their customer service. This has been a horrible experience and I will not support HH Gregg or whirlpool again.Desired Settlement: I would like to reslolve this issue with a replacement refreigerator. This has been a huge inconvenience

Business

Response:

I have received your letter regarding [redacted] concerns about her refrigerator.

I apologize for any inconvenience Ms. [redacted] experienced. According to our records, the manufacturer authorized an exchange. If she has any questions, our Call Center can be reached at (800) 284-7344.

We appreciate having the opportunity to answer Ms. [redacted]' complaint.

Sincerely,

Review: I purchased a TV from HH Greg in Lehigh Valley PA and during my visit my fiance and I were discussing an extended protection plan with the sales associate. Working in sales all my life I told the associate not to sell me anything extra. I walked away to look at some other merchandise when I came back to sign for the TV. after a week I looked at the bill to see a payment strategy and something didn't add up, the total there was an additional $595 on the bill for an extended warranty. I asked my fiance and he said that they merely discussed it, never authorized, I called the manager and he said to come down to look at the bill. So I traveled 25 miles for him to tell me I have to call a 3rd party company. So I traveled home and called Warrentech to request a refund. after having to jump through hoops the finally sent me the request form to which I had to send by via usps mail. The form was completed and sent with in 3 days. a month goes by and I hear nothing back and see no credit on my bill. After 4 months of calling every other day HH greg corp, continues to tell me that it is processing and I will see credit in 4 weeks. All I want is my $595 that was immorally charged to my bill by these sleezy salesmen at hh greg. It should not take 4 months to get an issue like this resolved. I was told 6 times that it was on its way. and I got nothing. Please help.....Desired Settlement: After the countless hours on the phone including the 45 minutes I have been waiting now, all I would like is a refund of the $595 credited back on to my fiances card, I have been fighting this for so long and I have run out of options I tried being nice, mean, and everything in between and all these people do is lie and steal money from hard working people they need to be stopped.

Business

Response:

February 13, 2015[redacted] Revdex.com, Inc.22 East Washington Street, Suite 200Indianapolis, Indiana 46204RE: [redacted] (# [redacted]) Dear Ms. [redacted]:I have received your recent letter regarding [redacted] concerns about her purchase.We did not locate a record of the purchase listed under the information she provided in her complaint. If she still needs assistance, we request that she provide a legible copy of the purchase invoice so that we can research her concerns further.We appreciate having the opportunity to respond to Ms. [redacted]s complaint. Sincerely,[redacted]Director, Service Operations[redacted]

The manager at the Fenton, MO store gave us an offer on a TV, a "friends & family" discount yesterday. We said we weren't ready to buy yesterday, but would that offer be good for a couple days & he said yes. We went back today & a different manager said no way & said he didn't even know who the manager was yesterday (which we found hard to believe because the sales guy said they only have 2 managers period). He refused to give us the discount, which was only $150 anyway & said that discounts change on Sundays & the discount may mean the difference between a profit or not, even if the actual base price of the TV did not change. We feel this is disingenuous. No one offered to call the other manager to ask about what we were told. Someone is lying to us.

Not a place I will ever shop again. They do NOT take care of the customer. Once it leaves the bldg. They are done with ya. Do NOT buy Samsung washer from them. They sell used machines as end of year mark downs. Then you have to wait forever to get it fixed, & then they csn't fix it cause Samsung hasn't given them the recalled parts to fix it right.