HH Gregg Appliances, Inc.

Review: I ordered a Samsung 65" TV online with H H Gregg. I had received a 10% offer from H H Gregg PRIOR to ordering the TV. When I placed the order I had forgotten to enter the code for the 10% discount. I immediately called concerning the oversight and asked them to process a price adjust, crediting my credit card. I was told the first time I called that their IT people would have to look into it and would get back to me. They did not. I tried calling again and was told that I had to ask for it when I picked up the TV at the local distributor. The local distributor said they could not honor it because the 10% was to be on the next purchase. It WAS on the next purchase. That doesn't even make sense. The TV was $998, so the 10% discount should have been $99.80 plus tax refunded to my credit card. There were no exclusions or restrictions to the 10% off promotion.Desired Settlement: I would like them to honor their promotional advertisement of the 10% off an order which would be $99.80 plus tax.

Business

Response:

December 11, 2014[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.I apologize for any inconvenience Ms. [redacted] experienced. 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]

Review: I placed an online order with HH Gregg on Saturday evening, 8/30/14, for a washer, dryer and refrigerator totaling $2,493.04. I received a confirmation email stating that my delivery date was Tuesday 9/2/14. My delivery address and billing address were different since we had just moved, so I received a phone call on Sunday 8/31/14 from HH Gregg Headquarters confirming my delivery address, reminding me that my delivery date was 9/2/14, and letting me know that the drivers would call Monday evening (9/1/14) or Tuesday morning (9/2/14) to give me a 3 hour delivery window. I did not receive the phone call by 12 pm on Tuesday, so I called the number back which the lady from headquarters called me from on Sunday. The gentleman I spoke with informed me that my order was invalid, and he didn't have more information for me, so I should call the web orders phone number. This confused me, as I had received a confirmation email and phone call, and the $2493.07 was a pending charge on my bank account and was withdrawn from my available balance.

I first spoke with a customer service representative at the web orders hotline. She informed me that my refrigerator was out of stock. I checked the website again, which said the refrigerator was in stock and could be delivered the following day (9/3/14). I also re-read the email sent by HH Gregg, stating that my refrigerator would be delivered along with my washer and dryer on that day, 9/2/14. She couldn't tell me why I had such information or what was wrong with their system. She also had no explanation as to why my washer and dryer were also not being delivered, if they were in stock and paid for. I told her that "I would have to cancel my order if we couldn't get this resolved, as I have just moved and have no refrigerator, washer, or dryer". Upon hearing this, she promptly cancels my order, then informs me that it will be 7 business days before I would receive a refund.

I have since spoken to 2 supervisors and have gotten no information on how this happened, when my refrigerator would have been delivered, why my washer and dryer wasn't delivered without my refrigerator, etc. The last supervisor I spoke with told me that 9/2/14 was an "earliest delivery date", in spite of the fact that the email I received states that 9/2/14 was "the delivery date", and the phone call I received Sunday supported this.

I spoke with loss prevention to attempt to collect my money sooner than 7 business days from now, as I still need to purchase these items. We are currently living without a refrigerator, washer, or dryer, and cannot spend another almost $2500 while waiting for those funds to be returned to us. They said our best option was to get HH Gregg to call a 1800 number for my bank Wells Fargo that would remove the still-pending authorization for $2493.04. I asked a supervisor to do so today, and she refused, saying "We don't do that".Desired Settlement: I either want 1. my refrigerator, washer and dryer delivered now; or 2. my money back in a timely fashion. I also want the sales associate who canceled my order without disclosing the terms of my refund timing to face disciplinary action. Lastly, I want the public to be aware that HH Gregg runs their company in such a way.

Business

Response:

September 11, 2014

Review: Weeks and the TV Repair man has not showed up to fix out TV under warranty. He has showed up twice and ordered the parts but wont answer the phone or show up.Desired Settlement: A new TV would suffice if they can't the TV as indicated in the warranty.

Business

Response:

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

We regret that we were unable to locate a record of the purchase under the name

and phone number he provided. If his issue has not been resolved, we request that he send a legible copy of the purchase invoice so that we can research his concerns further. If he would rather speak with a representative over the phone,our Cali Center can be reached at (800) 284-7344.

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

Sincerely,

[redacted]%3

Review: We bought a new refrigerator on June 16, 2014 and it was delivered on June 18, 2014. While moving the refrigerator into the kitchen, the movers had difficulty getting the refrigerator through the door. I recommended that the refrigerator doors be removed and was told they did not need to be removed. The refrigerator gouged the door jam and the edge of the pocket door and damaged the dry wall. We called to report this and were told that we would be contacted in a few days. When we were not contacted, we had to call again. Some men were sent here to take pictures and then we were told we would be contacted. We have called multiple times. We were told by [redacted] at hhgregg that we would be contacted by a woman named [redacted] who is with the delivery company that they use. We have called her several times and have been told that we will receive a return call. To date we have not been contacted. This has been going on for five weeks.

Product_Or_Service: Frigidaire Refrigerator

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

We want our door jam, pocket door and dry wall repaired to our satisfaction as soon as possible.

Business

Response:

I have received your letter regarding [redacted] claim of damage.

I apologize for any inconvenience Mr. [redacted] experienced. We forwarded his claim to the delivery contractor. It is our understanding that a representative contacted him. If he still needs assistance, Area Manager [redacted] can be reached at (301) 233-7637.

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

Sincerely,

Review: I had ordered a computer from them on the 21st of June. Their website stated that it would arrive on July 1st at the latest. Albeit an estimated time of delivery, I allowed a few days after the date. However, when it was well into the 2nd week of July I decided to contact them. The woman who answered my call was very nice and had explained what had happened to my order. She said that my order was stuck at a warehouse, and that the computers they had at that particular factory were damaged. So, she then moved the order to an Ohio warehouse where they were in stock and said that my order should arrive Wednesday, July 9th. And for my troubles, she said they would discount my order by 50 dollars. Again, on the 10th, I contacted hhgregg and asked why hasn't my product been shipped. The representative that answered my call this time was not so nice, in fact she was very rude. She was seeming to rush me off the phone and telling me things to purposely confuse me enough so that I will get off the phone. Saying things such as, "your product has been picked and should be shipped shortly" and could not give me an estimated time of arrival. She then gave me a tracking number that was not for the shipment from the Ohio warehouse. At this point I was very frustrated. I called again on the 12th, a representative said that she would call me back as she was waiting for the warehouse manager to get back to her. Needless to say, she never called me back. I've had enough of dealing with them, and it's probably some of the worst customer service I've ever experienced in a while.Desired Settlement: I would like for them to rush my shipping and give me the product I ordered. I don't think any business should run like this, they seem to not care about their customers time or money.

Business

Response:

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

I apologize for any inconvenience Ms. [redacted] experienced. Our records indicate that the order shipped on 7/19/14. If she has any questions, our Call Center can be reached at (800) 284-7344.

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

Sincerely,

Review: Purchased a 50" TV $489.99 on 11/29/13. I could not get HH Greg credit, so they had some other company which is located in there store handle the charge. The girl(can't remember her name) who took the information for the charge was very evasive in answering any questions we asked. We made a payment of $106.85 for the 1st payment at the time of purchase. Since then we paid $321.14 + deposit of $106.85 = $427.99. Made June payment & asked for an itemized bill, was told they don't do itemized bills. I then asked for the balance due, was told $422.82. I have no idea what is going on. This company is ACCEPTANCE NOW. Complained about the girl, after we got home, had to leave a message. The call was returned & it was listed as RAC, rent a center. I am so furious about the charges, I don't know where to go next. They will not tell you anything, will not give an itemized statement, have no idea what the interest rate is. You see what was paid and what I still owe. Can you suggest how or what I can do, this seems like it will never be paid off......I am paying so much interest and I do not know what the interest or anything is. I hope you can help, was not told this was rent a center. The agreement # is [redacted], their e-mail is www.acceptancenow.com. I have so much more that happened but would take a while. You can call if you need to get more information. You cannot pay more if you want to. I could go on & on. I'm beside myself. If you can suggest what to do, it would be appreciated. THANK YOU SO MUCH FOR WHATEVER YOU CAN DO.............Desired Settlement: Want to know what the interest rate is, want an itemized list, I was not told this was rent a center...........They will not let you pay more if you want to, we wanted to pay more at the time we bought it. I cannot believe how we were treated..........

Business

Response:

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

I apologize for any misunderstanding. If he placed the order for the television using RAC Acceptance Now, the order was arranged as a rental purchase agreement through RAC. Our representatives do not have access to accounts. We recommend that he contact RAC at (765) 642-2755 for information about his payments or the rental agreement.

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

Sincerely,

I will never again order appliances from HH Gregg. I was very excited to make my first large purchase in my first home of new appliances for the kitchen. I read through everything online as I purchased my items, immediately $2500 was deducted from my bank account. Then I waited, and waited...three days and then I had to contact the store directly to set up a date for the installation. Today I received a call from the driver that said they will not be installing any of my appliances, just dropping them off and someone should have called me to discuss that. I have never been so furious. I am a single mother and I have no idea how to install major appliances, nor do I know anyone who does. So I am stuck with appliances which I cannot use until I hire someone to come out and install, an additional expense that I was not prepared for. Every other company I've ever had to deal with has ALWAYS installed the appliances they sell as a part of the delivery & installation. I will NEVER again use HH Gregg.

Review: While purchasing a computer at H H Gregg I was offered an additional two year accidental protection service at which time it was explained to me that this protection plan "would cover any accident that happened to the computer including but not limited to running it over with my car as long as it was not intentional". During the Thanksgiving holiday I had placed my computer on a wide ledge in my loft where I store my computer and my dog chased my cat to the ledge where the cat knocked the computer off of the ledge to the floor below, causing damage to the outside casing of the computer and cracking the screen. I notified my mother about the accident so that she could contact the customer service department about the accident. At that time she was told the accident would not be covered because the computer was not in use at the time of the accident. She expressed to them that she was very unhappy with that conclusion because we were told that any accident would be covered when we bought the computer not that it had to be in use at the time. She asked to speak to the supervisor ([redacted]) who also said that it did not qualify, and that she should contact the store because they were the ones who misrepresented the service when they sold it to us. So the store would be responsible for the misrepresentation not the company that handled the warranties. When we called the store we asked the representative that answered the phone to explain to us what their accidental protection plan covered. The woman said that any accident at all would be covered and my mother replied that that was what she had been told when she purchased the plan with the computer and is now being it would not and she asked to speak to the manager. His name was also [redacted] she explained to him what we were told when we purchased the computer, what the representative at the store had just told us, and what the company that handled the warranties said. The manager said that he believed the warranty was good for any accident and was unaware that the product had to be in use at the time. He said that he would contact the corporate office and explain our problem with our accident claim to them and someone would contact us back after the first of the year. We were contacted by[redacted] from corporate who stated that the computer would not be covered due to negligence, since it fell off of a balcony.Desired Settlement: We would like to have the computer replaced as it should have been as promised when we purchased the computer and protection plan.

Business

Response:

January 22, 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 service plan.I apologize for any misunderstanding. We regret that we are unable to honor her request. According to our records, the service plan she purchased is administered through Warrantech. Our representatives are not authorized to override decisions made by the service plan administrator.In the interest of good customer relations, we can offer to cancel and refund the service plan in full as long as the coverage has not been used. 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]’s complaint. Sincerely,[redacted]Director, Service Operations[redacted]Enclosure

Review: The ad shows a LG washer/dryer pair for $629.00. When I called to purchase one they claim it was "supposed" to be each. It does not state that in ad. Called 8/22/13 and asked if I could purchase the set over the phone and they replied yes. I started to have him ring me up and he stated that they were $629 each. I argued and stated that the ad did not state each and all other washer and dryers had "each" after the price in the ad. He replied and said "Well, you are right, hold on, I will have to get you with the manager". I was put on hold for 12 minutes and was then hung up on. I called back and asked for the manager and was told to call their corporate office for all advertising issues at 800-284-7344. Called corporate and they said they would not honor the price because it was below their cost and could offer me a discount of $515 each. I asked to talk to someone else and they stated I could talk to whomever I wanted too but they were going to tell me the same thing. I informed them I would be reporting them to the Revdex.com and Attorney General's office for false advertising practices.Desired Settlement: I would like to purchase the LG washer WT1101CW and Dryer DLE1101W for $629 as advertised.

Business

Response:

Dear Ms. [redacted]

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

I apologize for any frustration Ms. [redacted] experienced. We regret that we are unable to honor her request. We have determined that there was an error in the advertisement.

In the interest of good customer relations, we are sending her a $75 gift certificate. She should receive it in the next 30 days.

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

Sincerely,

Review: In response to TV commercials, our Church sent me to HH Gregg to buy a flatscreen TV for $499. They changed the price to $698 when I brought money.

Members of our Church Board saw HH Gregg TV commercials about a 58" flat screen TV for $499, at the very start of September. The next morning, Sept. 2, they sent me to the HH Gregg store in Highland, IN. A salesperson, [redacted], mentioned several times that the Store was currently out-of-stock on the 58" TV and that it was likely to be several weeks or even months before they would be able to fill orders. I told him that I had to ask the Church Board to authorize the $499 payment as I did not have the authority to do that, and on the following Tuesday, September 9, I got such authorization from the Board. [redacted] had agreed that since the HH Gregg store would not likely even receive stock by then, that I would PRE-PAY for the 58" TV and we would wait until the store received stock (he said from China) to fill our order. The next morning after the Board Meeting, I made another 10-mile trip to the HH Gregg store in Highland, to make the $499 payment for the TV that your store would likely later get in stock.

As I got the money out and was about to make that payment, [redacted] asked me for $698. I told him that HE had told our Church and me that it was $499. He gave me some double-talk and insisted that the price was $698. I reminded him that HE had told me that "it may be some weeks or months before new stock would come in". He seemed to have "forgotten" that he had told me that a week before.

He made crystal clear that HH Gregg felt it was OUR CHURCH'S FAULT that I had not brought enough money for the "new" price for that product. So I left without paying the agreed to $499 and informing him that our Church Board would certainly NOT agree to a "bait and switch" trick of trying to get an extra $200 from our Church.

There was clearly a "Verbal Contract" with our Church for the $499 price. We complied with that Verbal Contract but HH Gregg did not.Desired Settlement: HH Gregg should provide the proper 58" flatscreen TV as they Verbally Contracted to do, once they would have received new stock. There have also been a number of small expenses our Church has incurred (including gasoline and my time) which probably represents about $150 additional.

Business

Response:

November 7, 2014

Review: I purchased a LG dishwasher on March 10, 2013. At that time I was asked to purchase a 3- year extended warranty for the unit. The salesmans' sales pitch was that if you buy "our warranty" (indicating to me that this was a warranty offered by HHGregg, I was never told I was purchasing a warranty from an outside company) and the unit breaks down 3 times without resolve that it would be replaced. These are the reasons I purchased the extended warranty. At 6 months post purchase the unit broke down for the first time. At this point in time, October 23, 2014, I have had the unit break down SIX times for a total of TEN visits by various repair companies, and the unit is now down for the SEVENTH time. Each break down results in 1-2 visits (1st for diagnosis and 2nd to repair with parts that have been ordered and delivered) and an average of 2-4 weeks of down time before it is back running again. If you look at the down time as opposed to the running time of this unit I have gotten very little use out of a dishwasher I paid a total of $740.00 for. To say I am frustrated or angry would be gross understatements. I have been back to the Southaven MS store complaining and asking for help twice, to which I have been told there is nothing they can do for me. I have made countless phone calls to the warranty company asking to speak to managers and begging for help with this problem unit only to be informed that even though it has broken down SEVEN times they wont replace it because it hasn't been the exact same part consecutively 3 times in a row. I was also informed that when the unit breaks down multiple times in the same 30 day period it is considered ONE break down even if the problem is different. Why was I never told any of these stipulations when I bought this piece of [redacted] dishwasher and its equally shotty warranty? I have also called the HHGregg headquarters and spoken to a customer service rep. that wasnt even slightly sympathetic or helpful with the situation I am in. I have been far more patient than I should have been dealing with a unit that is a lemon and a warranty that was grossly misrepresented to me at purchase. At what point did the customer stop being right? How many times would HHGregg allow one of their employees to miss work to have a brand new dishwasher repaired? My boss has had to swallow that excuse 10x now. I have spent the last year handwashing dishes and allowing them to dry in my fancy $740.00 in cabinet DISH DRAINER.Desired Settlement: I want to exchange this piece of garbage for a brand that actually runs, like I was told would be done.

Business

Response:

November 6, 2014

Review: I purchased over $3000.00 dollars of whirlpool appliances.After only 9 months the French door refrigerator stopped working.The fridge was making a loud humming noise then the refrigerator stopped working altogether .I got n touch with Whirlpool to set up a repair date.The repair company came out on Sept 19th.The technician stated the entire control panel had to be replaced.He then left.I was given no paperwork.He set up another appt, which was Monday sept 29th.I was at work and not able to leave the job so I would have to reschedule.I spoke with 1 of the managers at HH Gregg as he was trying to assist me in this matter.I spoke also with HH Gregg's corporate office on Friday sept 27th.This lady assured me things would b taken care of.The same lady called me Monday morning and said I would b receiving a call Monday afternoon!I did not receive any phone call From HH Gregg's corporate office.I called them.When I finally got through I was told something completely different.This person told me to call whirlpool, then I did I was given the same runaround and was told they would only repair the item not replace it.And I am inconvenienced having no working refrigerator and having to keep taking off from work .They are having me to set up another date and lose more time from work.Till this day I still have no working refrigerator .I wanted a new fridge vs fixing this one because I honestly believe that this is a refurbished and not a new fridge.But I can't prove it.So that is where I am right now ,Still with no working fridge and it's been 3 weeks plus.Please help me!All I want is to replace this fridge with another one.One that works that's all! Product_Or_Service: Whirlpool refrigerator Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund That HH Greggs takes this refrigerator back give me a store credit and allow me to purchase another refrigerator that is gonna work and not break down 9 month later

Business

Response:

October 30, 2014

Review: I purchased in May 2014 a complete kitchen appliance LG package. My dishwasher which I had upgraded on package has not been working correctly , and has caused me great amount of stress. I have had four service calls and continue to have the same problem. Now with my 5th service call , the representive has stated that with the 4 previous calls only 2 have confirmed an issue with appliance, which is not enough to warrant a replacement. How many service calls for the same problem does it take? Am on the phone at least an hour , and they contine to have availabilites that are inconvience and as a single Mom , with strangers in my home is causing great anxiety.LG life is not good!Desired Settlement: Replace product

Business

Response:

April 23, 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 dishwasher. I apologize for any inconvenience Ms. [redacted] experienced. Our representative contacted the manufacturer and was informed that the dishwasher does not qualify for a replacement. Most appliances come with a one-year parts and labor manufacturer’s warranty. It is our understanding that if a factory-authorized technician determines that the dishwasher is not repairable due to a manufacturer defect during the warranty period, the manufacturer may evaluate the service history for a possible exchange. We recommend that she proceed with the service process.We appreciate having the opportunity to answer Ms. [redacted]’s complaint. Sincerely,[redacted]Director, Service Operations[redacted]

Review: On December 30, 2013, I made a purchase through HHGREGG online that had a 24 month promotional period. The amount of the purchase was $784.88. The refrigerator was $387.00 and the stove was $377.89. I picked the items up in the store and we added the warranty to the purchase. For some reason or another only half of the purchase was added to the promotion and I have been paying interest on the additional item for over 1 1/2 years.I have contacted the store and given all paperwork to them to get this fixed but still nothing. I have call the customer service number on my statement and have been told that they have nothing to do with this and it is out of their control.I think that I have been patient and I feel that enough time has transpired in order to get this resolved.Per the information on my bill and my initial order information this is what I was promised and this is all I want.I purchased the warranties for the items which totaled $119.00 and this was added on a promotion as well on 12/31/2013.I do not wish to discuss this any further with anyone, I just want to have my account adjusted and all finance charges credited so I can pay this account off in full asap.Thank you in advance. Product_Or_Service: HAIER REFRIGERATOR/FRIGIDAIRE STOVE Order_Number: [redacted] Account_Number: LAST 4 DIGITS ACCOUNDesired Settlement: DesiredSettlementID: Refund I would like to have the item billed as should and all interest paid from 12/30/2013 credited to my account asap.Thank you in advance.

Business

Response:

April 23, 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 purchase.I apologize for any inconvenience Ms. [redacted] experienced. Synchrony is the administrator of the hhgregg card. We forwarded a request that they adjust the finance period for her purchase. Please note that any changes may not show on the billing statement for two billing cycles. 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] complaint. Sincerely,[redacted]Director, Service Operations[redacted]

Review: On 7/29/2012, I bought a microwave from this store. During checkout, the associate recommended the extended warranty since it was a floor model. So, I bought the warranty. The warranty states "What is covered with my Plan? and says 100% parts and Labor on Repair on ADH plans. If the product is not repairable, we will replace the product with a new, rebuilt or refurbished product o equal or similar features...My microwave still turns on but it doesn't heat. I called the number for repair and was told my warranty wasn't the right one and I'd have to pay for someone to come look at it. If I needed the part they think I need, I would need to pay another person to come out and fix it; so, basically, the warranty covers nothing and I get no service. I can't get the part to repair it myself because I HAVE TO CALL A REPAIRMAN first even though I asked for the part they "think" I need and I'd fix it myself. I was told to go to the store. I went to the store to schedule someone to come and look at it and was told they didn't do that and to call corporate. I called corporate and they said they couldn't help me. So, basically, I have a piece of metal that doesn't work and the company will not help me get it back to working even though I paid them for a warranty that said they would come and help me. Product_Or_Service: GEr over the Range MicrowaveDesired Settlement: DesiredSettlementID: Refund All I want is a refund for a warranty the company is refusing to honor. I have a microwave that doesn't work and a warranty that is not doing anything to assist. I paid $39.99 for a warranty that covers nothing on a 1.5 year old microwave. I am angry at the false advertising and upselling of a $39.99 piece of paper with a company that refuses to honor their commitment. I will not buy from them again due to the frustration I have felt trying to get them to honor the

Business

Response:

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

I apologize for any inconvenience Ms. [redacted] experienced. In the interest of good customer relations, we can offer to cancel the coverage and refund the price of the service 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 listed at the bottom of the form.

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

Review: On 11/16/2012, I purchased a Haier Washer Top Load White Machine at HHGregg Appliances, located at: 12140 Jefferson Ave., Newport News, VA 23602 (757) 234-7055. In May 2013, the washer machine stopped working. I contacted HHGregg. Since washer was still under warranty, they referred me to: ARC Services, LLC P.O. Box 3088, Chester, VA 23831 (804) 318-1646 for repair service. A repairman responded on 05/21/2013. The reference# [redacted], Technician# [redacted] FM. The repairman advised that the tub disconnected from the shell of the washer. All 4 shocks pulled through the holes where they mount inside tub out of basket (I have a copy of work order). He further advised that due to the extent of the repairs, it would be cheaper to replace. The repairman advised that he would forward a copy of the work order to the company. He also advised that I should hear something from the company in about 3 to 5 business days. After not hearing from anyone, I contacted Haier Manufacturer (Phone#: (877) 337-3639/Reference# [redacted]) on 05/31/2013 and spoke with [redacted]. [redacted] advised that they received the work order but I needed to complete an application. I did and forwarded to their email: [redacted]@GMAIL.COM. She advised that I should be hearing from someone a few days. After not hearing from anyone, I contacted Haiser Manufacturer again on 06/12/2013. I spoke with [redacted]. [redacted] advised that they needed another copy of my receipt and that I should contact them about 3 days. I sent the receipt via email on 06/16/2013. On 06/19/2013, I contacted Haier, did not get a name, and I asked if they had received my receipt. The person that I spoke to confirmed that they had received a copy of my receipt. After not hearing from anyone, I contacted Haier Manufacturer again on 06/26/2013. I spoke with [redacted]. [redacted] had advised that everything was approved for me to get a new machine but they needed me to complete a “Product Receipt Confirmation Form” and “Fulfillment Request Form”. (I completed both forms and forwarded via email) I asked [redacted] if there were any additional forms that I needed to complete because, I am still paying for a washer machine that I do not have (only 6 months) and it is going into 2 months for me not having a machine. [redacted] stated that there was not any additional paperwork required and that someone should be contacting me regarding delivery. After not hearing from anyone, I contacted Haier Manufacturer on 07/04/2013 and spoke with [redacted]. [redacted] advised that everything has been validated and that I should hear from someone in 7 to 10 business regarding delivery. After not hearing from anyone, I contacted Haier Manufacturer again on 07/23/2013 and spoke with [redacted]did not have any new information other than an apology and advised that someone will be contacting me. After not hearing from anyone, I contacted Haier Manufacturer again on 07/26/2013 and spoke with [redacted]. [redacted] advised that someone was coordinating with HHGregg to get me a washer. I asked [redacted], If I could contact HHGregg and find out what was the delay. [redacted] advised that would be okay. When I asked [redacted] who should I speak to, she could not provide a name. I then asked what number to call. She advised that they did not have a number for HHGregg because of their “limited resources”. I in turned, contacted HHGregg in Newport News, VA where I had purchased the washer. On 07/26/2013, I spoke with [redacted] of HHGregg, Newport News, VA (store where I purchased machine). [redacted] advised that they had no record from Haier Manufacturer. I gave her the number for Haier Manufacturer (877-337-3639) and my Reference#: [redacted]. [redacted] did contact Haier but they did not respond back to her until 08/02/2013. [redacted] contacted me on 08/02/2013 and advised that I should be hearing from an individual named, [redacted] (Haier Manufacturer). As of the date of this complaint, 08/07/2013, I still have not heard from Haier Manufacturer. Based on my past experience and their pattern of poor customer service/relation that I personally experienced since May 2013, I do not anticipate of hearing from [redacted] or any representative of Haier Manufacturer.[redacted]Desired Settlement: I am really disappointed with this company. I am a bachelor. Due to my job location, I am only at home just on weekends. I purchased a washer because the laundry facilities where I stay during the week became so expensive so I decided to purchase a washer machine for my home and wash on weekends when I am there. This machine lasted only 6 months. Now I am paying for a machine that does not work and still paying the expensive cost for laundry facilities. I feel that I have been patient enough. I prefer to get my money back and invest in another machine other than Haier. However, if I can only get another machine, even if it has to be HHGregg, that will be okay. But I will never recommend HHGregg and/or Haier Manufacturer products to anyone.

Review: On December 8tth 2014 I purchased a "Haier" washer and dryer set. On December 14th they were delivered to my house and installed. They worked fine. On January 22nd I went to do a load of laundry and the washer filled up and shut off. I tried to umplig it restart it etc. I finally took the clothes out and that's when it would drain. I immediately called hh Gregg and spoke with the appliance manager and he said since I was a week out of my 30 days I had to go through the repair department. I asked if they would take the washer and dryer back, credit my account and I wanted a different make and model and I was willing to pay the extra money. I was still referred to the repair department. I was sick. A "Brand new" washer just basically died on me. Never had this happen. I called repair and they said the soonest they could have a repair person out was February 6th! I had to go two whole weeks to the laundry mat. On February 5th I had went to use the dryer for some damp clothing and it turned on and 5 seconds later it shut off. I was furious!! The repair man showed on February 6th filled the washer up with water and ran it and said it's fixed. Looked at the dryer and said the circuit board went. How does this even happen!? 54 days old and a dryer breaks! ? I called the repair hotline again and they said they have to wait for the circuit board to come in before they can schedule the repair man for here. And as for the washer they are still waiting for the repair man to submit his final diagnosis code for the washer. So basically I can't have any repairs done due to the repair company not completing their tasks. Hh Gregg is a terrible. There customer service is terrible and the other companies they outsource things to are terrible! I will never ever buy anything from them ever again!Desired Settlement: Hhgregg should have let me return the washer and dryer and let me upgrade to a better brand. At this point with such terrible customer service and still no washer and dryer I should be compensated with a brand new washer and dryer at no extra cost to me.

Business

Response:

February 13, 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 washer and dryer.I apologize for any inconvenience Ms. [redacted] experienced. We regret that we are unable to authorize a return or an exchange for the washer and dryer.It is our understanding that a technician determined that the washer was functioning properly and parts were ordered for the dryer. A representative should contact her once the parts arrive if they have not contacted her already.We appreciate having the opportunity to answer the complaint. Sincerely,[redacted]Director, Service Operations[redacted]

Review: Purchased a whirlpool electric range that need to be exchanged, when exchange was made company would not honor discount originally given on original purchase towards new range purchase. Will not refund what is due, I have been on the phone with extremly rude customer service, placed on hold for hours, and hung up on. Companies customer service is the worst I have ever experienced anywhere. Very disappointed with my first purchase from hhgreg, and will never shop here again due to how they treat customers who spend a lot of money on products Also was told upon purchase that I could fill out a rebate for a visa or Hhgreg gift card however that rebate is EXPIRED and I can not get the card. I wanted like ur company, not sure how you can hire employees who are not trained properly to inform customers with correct information, and can not help when I called.Desired Settlement: Please provide the discount that is due to me. The money off the range I am due and the rebate processed.

Business

Response:

December 11, 2014[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 order.I apologize for any inconvenience Ms. [redacted] experienced. We regret that we are unable to honor her request for price adjustments. According to our records, the replacement model was a different model than the one listed on her original invoice. Our records indicate that there was no charge for the DS1 delivery service for the original or the replacement range. Therefore, the purchase would not be eligible for the DS1 delivery rebate.We appreciate having the opportunity to respond to Ms. [redacted]’s 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.I received a discount on the first electric range when originally purchased. The store would not give me the discount on the new electric range and I had to pay full price for it when I shouldn't have. I want the same discount received the first time, the 11% off of the stove. I made an exchange and you should honor the discounts I received on the order on all items regardless of the model. Regards,[redacted]

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 follow-up letter regarding [redacted] concerns.We regret her continued disappointment. Our records indicate that she already received a discount on the replacement range. We are unable to offer a price adjustment.We appreciate having the opportunity to respond to Ms. [redacted]s complaint. Sincerely,[redacted]Director, Service Operations[redacted]

Review: On 11/22/14 I purchased a Blu-ray player online and then picked it up in a store near a relatives house. That following Tuesday (11/25/14) the item went on sale. I called customer service, was on hold for about 20 minutes and was told that I either had to go in the store or contact customer service via email to get the sale price that she could not do it over the phone (but was told for sure I would get the credit). Since I have not near a HHGREGG I decided to to the email route. I emailed HHGREGG customer service on 11/25/14 with the email address that was provided by HHGREGG when I called in ([email protected]). As of today, I have yet to receive a response to that email. I also emailed HHGREGG through their online email system via their website. That Friday (11/28/14), I received a response from the online email system requesting my phone number and invoice number. You will see that all this was included in the initial online email sent. But I again provided that information. After that I received another email telling me to contact customer service via phone (which I initially did). I then emailed stating that I was told to contact customer service via email. No response...I followed up via email with customer service on 11/30/14 and 12/01/14 with no response back from HHGREGG.Desired Settlement: Since I cannot got to a HHGREGG store and was told that I could resolve this issue via email with customer service, that is how I would like to do so. I would like a credit for my blu-ray player.

Business

Response:

December 11, 2014[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 request for a price adjustment.I apologize for any inconvenience Ms. [redacted] experienced. We regret that we are unable to honor her request. As indicated on the back of the sale ad, prior purchases were excluded. We appreciate having the opportunity to respond to Ms. [redacted]’s 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.I am not sure what they are referring to with details, but I have attached their policy, ad and my receipt. When I called customer service they told me I could get that price adjustment that I would just have to either by email customer service or going into a store. This is not settled until I receive that price adjustment. Regards,[redacted]

Business

Response:

December 31, 2014[redacted] Revdex.com, Inc.22 East Washington Street, Suite 200Indianapolis, Indiana 46204RE: [redacted] (# [redacted]) Dear Ms. [redacted]I have received your follow-up letter regarding[redacted] concerns.We regret her continued disappointment. However, we stand by our previous response.We appreciate having the opportunity to respond to the complaint. Sincerely,[redacted]Director, Service Operations[redacted]

To say I am frustrated with HH Gregg would be an understatement. After spending almost $3,000.00 on brand new kitchen appliances and confirming delivery for 1/27 I had to call to find an estimated time of delivery and am told they will not be delivered today. This is after I disconnected all my appliances and made them ready for haul away. The reason is because the delivery team did not have a power cord for the dishwasher (which could be purchased at any appliance store). After calling to have this corrected and get my appliances to my house they inform me that they will not deliver on Tuesday (never do)and the earliest would be Wednesday (I am out of town for the rest of the week). So, now I need to re install all my old appliances so my wife has a usable kitchen and to top all of this off for them to deliver I now have to go pick up the power cord myself. HORRIBLE CUSTOMER SERVICE!!!