HH Gregg Appliances, Inc.

Review: I purchased four appliances at HHGREGG, 46301 Potomac Run Plaza #120, Sterling, VA 20164. One of the appliances included an LG refrigerator It was delivered and installed by HHGREGG 18 days later. The refrigerator developed a problem with the icemaker (problem is intermittent). I worked with both LG and HHGREGG to diagnose the problem but it was working whenever I was on the phone with LG. Their Smart Diagnostic tool did not reveal any error codes (their remote diagnostic tool). I eventually decided to return it under HHGREGG’s 30 day hassle-free return policy. They agreed to take it back but refused to return or exchange the item without charging a 15% restocking fee. They said they had to personally verify the item was defective before authorizing a return/exchange without a fee. Nothing in their policy says this is a requirement. The policy states, in part, “hhgregg is proud to offer hassle-free returns and exchanges. If you are not completely satisfied with your purchase for any reason, you can return it within 30 days of purchase for a refund or exchange (subject to the terms below).” Nothing in the “terms below” states that a fee would be charged in this circumstance or require they have to verify it is defective before they will take it back . The policy does address restocking fees, but the return of a defective product is not listed as a circumstance where 15% will be charged. Turns out the "Hassle-free" return policy is not free of hassles.Desired Settlement: Partial refund. To be clear, my reason for a return/exchange has nothing to do with buyer’s remorse or my desire for a different color or make/model. The sole reason for the return/exchange is the defect. I originally didn't want a price adjustment or a different refrigerator. I simply wanted HHGREGG to exchange it for the exact same make and model. Nothing more, nothing less. Both local HHGREGG managers I dealt with were very friendly and professional. They seemed to be genuinely interested in making me happy. I have no concern with their handling of the situation. As noted above, I originally simply wanted an even exchange or a 100% refund. In light of my negative experience in getting this resolved, I'd rather move on and not have to deal with HHGREGG. I might consider a $275 refund, which would allow me to avoid further dealings with the company and buy an extended warranty directly from LG or an independent warranty company. This way I can deal with someone else to get the icemaker fixed if it breaks down again.

Business

Response:

January 29, 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 his purchase.I apologize for any inconvenience Mr. [redacted] experienced. We regret that we are unable to authorize a return or an exchange. Our records indicate that the store management processed a refund of $200 in the interest of good customer relations.We appreciate having the opportunity to respond to Mr. [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 appears below.The $200 refund had nothing to do with the icemaker defect. I was given a $200 refund because the refrigerator was delivered damaged, with a ding on the front door. I was offered a $200 refund because of the physical damage that was caused by the delivery team. When I agreed to accept the partial refund, I did not waive my right to return the item in accordance with the company's 30 day hassle free return policy. The icemaker problem was unknown to me at the time HHREGG offered a $200 adjustment for the dent. I reiterate my request for a return and exchange or for a partial refund of $275 to allow me to purchase an extended warranty. Since I originally filed this complete, I made a video of the malfunctioning icemaker to prove it is defective.Regards,[redacted]

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 follow-up letter regarding [redacted] concerns about his refrigerator.We regret his continued disappointment. However, we are unable to offer an additional refund or an exchange.If he has not yet scheduled a service call and would like assistance with scheduling a service call, our Call Center can be reached at (800) 284-7344.We appreciate having the opportunity to respond to Mr. [redacted]’s complaint. Sincerely,[redacted]Director, Service Operations[redacted]

Do not trust HHGregg's price match! I ordered a Logitech Harmony 650 remote from them knowing that it was cheaper at Best Buy. When I called to request a price match, they refused to do so because their description was slightly different, however, the manufacturers part number listed on their site and Best Buy's site was exactly the same. In the end, it turned out that the model they were selling was a discontinued model and the model number on their website was the one for the newer model. Even though their information was incorrect, they still refused to complete the price match. I chose to cancel the order and purchase the item from a more reputable store that would honor the price match.

As an additional note, when I called customer service, the automated system said my expected wait time was 4 minutes. I was on hold for over 30 minutes!

Review: I ordered a refrigerator, a washer and dryer on 11/27/14 and I get a confirmation email from HHGregg confirming my delivery date of 12/08/14. I called them 10 days before my delivery date to confirm my order. A day before delivery, I even got phone calls and emails from them confirming my delivery time. However, on delivery day, I waited and no truck showed up. When I called customer service, the only message I got was "our calls volumes are very high..please call us later"! Finally, I was able to call the local store and after being put on hold for an hour I spoke with the appliance department manager who finally informs me that the appliances I ordered have been on backorder for more than a month and they do not know when they will receive it. They had no reservations about charging my credit card promptly on 12/01/14 though...And it took them until I called them on delivery day to figure out that the appliances were on backorder! Without these appliances, its difficult to live in the home I moved into.Desired Settlement: Immediate delivery of my order

Business

Response:

December 31, 2014[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 his order. I apologize for any inconvenience Mr. [redacted] experienced. Our records indicate that his order was delivered. I have shared his comments with the Online Order department management so that they can address any issues with their personnel. We are strongly committed to providing the best in sales and service and we regret that we fell short of our goal in this instance. If he has any questions, our Call Center can be reached at (866) 974-7344.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. After we lodged a complaint in Revdex.com and Facebook, we got contacted by [redacted] at HHGregg and she worked with us to send us an alternate model a week later and stayed on top of our order to deliver our washer and dryer two weeks later as soon as stock was available. Kudos to [redacted]. She was very professional and went above and beyond in solving our problem. Thanks Revdex.com.

Regards,

Review: LG Top load washing machine WT4870CW began damaging clothes with 30 days of purchase & LG doesn't care. 3 weeks of phone calls & emails, still broken! On 6/23/13 we purchased the LG washer & dryer from HHgregg due to reasonable price and high reviews. LG WT4870CW & matching dryer were delivered on 6/24/13. At first we were happy until we noticed some dresses and work clothing appeared to be fraying. We then noticed the comforter set we had washed, kids pajamas & other items also had been damaged. I called LG who said we had to contact HHgregg since it was within 30 days of purchasing item. We called them & after waiting a week for a manager to call back we went to store on 7/22/13 as 30 day return guarantee was ending. We explained situation to manager,who said he would send a rep over to us & said to look around to see if there's something else we like. After 45 mins of waiting we became agitated & went to service desk to ask for another manager, response he is store manager. Okay at this point we just wanted them to pick up the unit as we were going else where to purchase a different washer & dryer. Manager "[redacted]" noticed we were [redacted] after a sales rep walked over to him, he came to see what was up. We explained how aggravated we were since LG & HHGreeg apparently don't care about our clothing as we had them with us and nobody ever asked to see them or any questions about the damaged goods as if we were making this up. They proceeded the return & it was scheduled for pick up 7/24/2013. Upon leaving we called HHgregg Corp office to complain , but they were closed. So we called LG, rep seemed to care this time & set up a service call & said she was opening a ticket for damaged goods, saying a LG rep needed to see & evaluate the unit for the claim. Now 8/6/13 over a month without a washer, LG called to say HHgregg will schedule a pickup(which I had done 2 weeks ago). Rep says LG is not replacing damaged goods !Desired Settlement: Replacement of unit with something other than top load model as we have had such a horrible experience. We are a family of 6 and require a large capacity washer 4.5 or larger & dryer set. We want someone to actually care about our issue and our damaged clothing and bedding. Not just blow us off or pass us on to the next person who has no idea of what we have dealt with. We have over 20 documented phone calls to HHgregg, HHgregg Corp office, and LG Electronics service, and LG Corporate office. Nobody has once asked us about our clothing or how many items were damaged. We have spent hours on the phone on hold and sent needless emails as it has proven to be a waste of our time. Both companies have proven that customer services after the sale is not a concern of theirs and less than what we would allow for, as we are business owners! If I was upper management for either company I would be embarrassed that I customer has had to go through such an experience trying to have their faulty product replaced and damaged goods replaced. Shame on both companies!

Business

Response:

Dear Ms. [redacted]:

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

I apologize for any inconvenience Mr. [redacted] experienced. We regret that we are unable to honor his request.

Our representative contacted the manufacturer and was informed that a technician determined that the washer was functioning properly and there were no sharp edges in the washer.

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

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9654129, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Not satisfied with this due to the fact I have an email from LG customer service supervisor stating it is obvious what the problem is. Also when the representative picked up the washer & dryer , they observed the issue not to mention the stack of damaged clothing we still have.]

Regards,

Business

Response:

Dear Ms. Richardson:

I have received your follow-up letter regarding [redacted] concerns about the washer.

We regret his continued disappointment. However, we stand by our previous response.

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

Sincerely,

Review: Rebate center improperly denied rebate to customer Purchased appliances from hhgregg's Grove City, Oh location on 10/22/2013. Sales associate gave us information on 2 eligible rebates for our purchases. She ([redacted]) even filled out the rebate forms for us and supplied us with copies of our receipts needed to submit both rebate forms. I then double checked them for accuracy and mailed both rebate forms into the EL Paso, TX rebate center. They denied one of the rebates improperly citing "Invalid. Invalid Reason: The Refrigeration model number submitted is not eligible for this promotion. The Gas Ranges model number submitted is not eligible for this promotion. " However, if they re-read my rebate form they will clearly see that I did not request the rebate based on those purchases. I requested it based on the dishwasher & range hood. My order number is [redacted] I first tried to contact hhgregg directly but the phone number listed had no answerDesired Settlement: $100 Visa prepaid gift card is owed

Business

Response:

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

I apologize for any inconvenience Ms. [redacted] experienced. It is our understanding that the delivery rebate submission was approved. A representative at our corporate office forwarded a request that they also process the rebate for the range hood and the dishwasher. If she doesn't receive the rebates in the next 30 days, our Call Center can be reached at (800) 284-7344.

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

Sincerely,

Review: I purchase a computer from them, total price with warranty and for them to optimize was $1,026.46. 2 weeks of having home I got message on my computer that my security they installed wasn't active. I called the store and spoke to their supposed computer expert [redacted]. She walked me through re-installing it. within about another week and a half, it did it again, I called the store again, she told me again just re-do. This kept happening. I had to keep installing. At about 3 1/2 months my computer crashed. I took in store were they were rude and told me I put a virus on and they would clear computer and re-optimize for me but I had to pay for it was my fault. Paid, even though unhappy, because I asked well why does it keep booting off my security that would stop this. They told me they never saw that happen . Also, when asking a lot of questions about my warranty/guarantee was told [redacted] was fired because of misleading customers. Got a call from them a couple hours later telling me it was indeed a hard drive issue NOT A VIRUS I PUT ON IT and come pick-up my computer. No apology for standing there telling me I broke computer when in fact I didn't. And was told I had to ship back to manufacturer even though I bought a 4 year warranty ($199.00) that has a replacement included. After many calls to h.h. gregg and HP telling me they would send me a rebuilt computer over next couple days. They finally exchanged. The day I went to exchange it, they told me ahead on the phone I wouldn't get same one, I'd get a better one. When I got to store they showed me the same computer. I asked " that looks like the same computer" The guy told me that the style is the same but the components were different. That HP had upgraded them. I asked why do they do that? He said " When there are issues in manufacturing or HARD DRIVE issues, the company goes in and redoes them to correct the issues they are having in manufacturing" So he flat out told me that there is problems with these computers!!! I left store with new computer on the 2nd of November. The night of the 30th (28 days later) Saturday night my computer popped up a screen that says restart for hard drive repair. So I did, within a half hour it did it again. This happens every 15 minutes to an half hour. Obviously I have a hard drive issue on this computer too that I have only had 28 days before this started. I called the corporate office first thing Monday and all they told me was bring computer back and they would give me a store credit!!! I don't want a store credit, I want my money back so I can go buy a computer that will last more than a couple weeks without an issue. I called them 2 weeks after buying first computer, they should have told me then to bring in, instead of telling me on phone what to do, over and over until first one crashed within 3 1/2 months. Now this one again within 28 days. They said I can't have a refund because my first invoice is 4 months ago, doesn't matter I only had this one 28 days. ARE YOU KIDDING ME! My problems with first one started after 2 weeks. Also, when I bought computer, I had received a settlement from an accident that I had a spinal cord injury from and was almost paralyzed from the neck down. Have permanent injury on whole right side of my body. Am very disabled. At the time I got computer. Within 2 weeks, I bought 2 beds, 2 t.v's, microwave, washer, dryer, gps, gave my daughter $1,500.00 to spend there on stuff for her. I spent over $6,000.00 with this company. I have already bought half the store and furnished my house through them. I don't need a store credit. There's nothing left I need from them and they know it. There policy is a refund within 30 days, my first computer started acting up within 2 weeks, I made 2 calls to them within them first 30 days and indeed computer crashed. This one within 28 days. Not 1, but 2 computers with problems within 30 days. And they still won't give me my refund. I was a GREAT CUSTOMER to them and they are flat out ripping me off!! I paid cash for all these items, and feel I am entitled to a CASH refund! Since they obviously can't fix the issue with their computers. Not be forced to take another item from their store that I don't need since I ALREADY furnished my house through THEM! I bought a computer, and should be able to go buy a COMPUTER not something else! Sincerely, [redacted]ander [redacted]Desired Settlement: I would like CASH REFUND. For I did notify them within 30 DAYS OF BOTH computers having issues! And I paid cash for my items. Why should I be without a "new" working computer that I spent over $1,026.46 on because HP can't fix the problems with their hard drives! That's a problem between h.h.gregg and HP for they choose to carry their products.

Business

Response:

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

I apologize for any inconvenience Ms. [redacted] experienced. We regret that we are unable to authorize a return for the computer.

According to our records, the computer came with a one-year parts and labor manufacturer's warranty. If she has not yet resolved the problem with the computer, we recommend that she contact HP for assistance with arranging a repair.

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

Sincerely,

Review: I purchased a TV and a three year warranty when I purchased the items in November 2013. I chose to take the product with me, but the salesman and one of his co-workers could not fit the item into my car. They informed me then that they would hold the item in a storage room until I could pick it up. At he end of December 2013 I phoned in to cancel the transaction. I had made the purchase on the hh gregg credit card. I called several times to have it removed but no one ever took care of the matter. Recently, I had to have a manager look into it and then I ended up with the regional manager whose name is Joey. He told me they were going to review cameras that day. Well after several weeks, he informed me nothing showed up on the cameras they do not reach to the curb where they had tried to get the item into my back seat. Now they are telling me when in the store before I knew it would not fit, I initialed that I was taking the item. I was then informed I should have had the salesperson print me out a new receipt since I did not take it. That is something I would not have been aware of to have had. The salesperson [redacted] should have done that for me. Now they are insisting that I pay for a TV and a warranty I do not have. Its like I keep hitting a brick wall. I don't feel I should have to pay for an item I never received. I was hoping in some way you could help me clear up this matter. I would greatly appreciate it.Desired Settlement: I would like them to remove the TV and the warranty from my bill.

Business

Response:

October 3, 2014

Review: I purchased a tablet for my son last year. When I purchased it I bought the extended warranty. The salesman stated that with the extended warranty if it breaks come into the store and they will replace it. On 10/9/2014 less than a year since I purchased the item I called the store because it broke. I talked to someone named [redacted]. After talking to him he said that the original salesman was incorrect in the fact that I needed to contact Samsung to get the item fixed. I explained what first salesman stated and he said to come in on 10/10/2014 and they would swap the broken tablet out with a new one. I go to the store after work and the store manager says that they will not do that after I have now had two employees tell me that. He talked to me like I was absolutely dumb. We also bought three TVs at the same time we originally bought the tablet and the same issue with the warranty because one of them won't even turn on. I called the corporate number and the lady that I talked to was rude as well. When I was in the store I told the store manager that I wouldn't ever shop there again and he said ok.Desired Settlement: I would like to them to honor what was originally told would happen with the warranty. We spent over$2000 there in one day for Christmas for our children, but less than a year later everything is breaking, and not due to rough use either.

Business

Response:

October 16, 2014

Review: Saturday Evening Sept 27th I placed a Online order with HHGREGG [redacted]. I used my HHGREGG Credit Card ending [redacted] At the end of the order it said , PLEASE USE ANOTHER PAYMENT TYPE. So I then called Synchrony Bank(Issuer of my HHGREGG PLATINUM Credit Card Ending [redacted]) and they told me that they show the order as Processing in the Amount of $220.28 and I would have to Call HHGREGG WEB SUPPORT as nothing was wrong with my payment and the order amount was billed and taken from my Card Ending [redacted] I called HHGREGG WEB SUPPORT 1-866-974-7344 and they said they had a problem with the Web Ordering on Saturday which im sure is why I never received a Confirmation Number, Order Number, Email.. Nothing! I have called Both The Biller Synchrony Financial, Formerly GE Money Bank but they say there is Nothing they can do as the order processed according to there records and debited my Ccr for the amount of the order. Every time I call HHGREGG they say there is NO ORDER SHOWING under my HHGREGG ACCT Ending [redacted], My phone Number, Name or Anything. All I want resolved is the Credit for the Amount of the Order as this has Caused Major Issues. I ordered the Samsung Android @ $129 + a Case for it @ $29.99 + a Google Chrome Steaming USB Adapter @$39.99 + Tax $10.79 + Express Shipping $12.00. Order said to arrive On Sept 30th, for my work. I want this RESOLVED as this Charge is causing INTEREST on my HHGREGG CCR Ending [redacted] the longer the charge is on my Account for a Order than Never Fully Processed. I don't mind the Charge of course if I can get my ORDER/PRODUCT I WAS BILLED FOR AND NEVER RECEIVED. I HAVE CALLED AND SAT ON HOLD FOR hhgregg customer service for 45 minutes at a time just to get a answer and then they just keep telling me nothing they can do.

Product_Or_Service: SAMSUNG ANDROID 7.0 (DEAL OF THE DAY)

Order_Number: N/ADesired Settlement: DesiredSettlementID: Refund

REFUND OR THE ORDER/PRODUCT THAT I WAS BILLED FOR..

Business

Response:

October 30, 2014

Review: I purchased a new range (floor display ) on 9/2/2014. Was told it was last year's model. The first of November the oven started to act up. When you you go to preheat the gas range the pilot lights and after about 60 seconds the is a small explosion inside of the oven. I called for service an LG (the manufacturer) informed me that it was no longer under their warranty because of it's age. Come to find out the range was manufactured in January of 2010 not 2013 or 14 like I was told. I was sold an extended warranty and I cannot use it either because I am told by the warranty company that they do not cover floor models. Went back to the store on 11/11/2014 and spoke to [redacted] , the general manager he took my information an said that I would be contacted with in 48 hours and was not. Went back on 11/18/2014 and was told I would receive a call on 11/19/2014, a service technician called asked what was wrong with the range. I told him what the oven was doing he then ask the model and the manufacturer date, then he informed me that he would NOT work on a five year old gas range that had mini explosions. I have not been able to get hold of anybody since 11/20/2014Desired Settlement: Replace range with a new one comparable to the one I purchased on 9/2/2014

Business

Response:

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

I apologize for any inconvenience Ms. [redacted] experienced. Our records indicate that the range was exchanged. If she 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,

%3%3

Review: I bought a whirlpool refrigerator from HH Gregg June 2013. I also purchased 5yr extended warranty. This unit has had an issue with its ice maker I called HH Gregg for repair service 6 times since September 2014 On December 3, 2014 the repair man stated it was unrepairable due to manufacter defect. The repair man called the warranty company while still at my house and was told a replacement would be issued I was told it would take 48hrs to get into the computer. I called Hh Gregg 3 days later and was told it was not in computer yet Waited until the following week called back and was told it was still not in computer and the would connect me to repair service. I spoke with them and was told it would be in computer in 48 hrs and would be emailed to me as we'll Waited 48 hrs and called, still not in computer, but I received the email from them Ask the girl to please help resolve this issue She was told it would be in there by the end of the day or the next morning. Waited 4 days then went to the store They told me there was nothing they could do other then send a ticket to the office and gave me a 1-800 number to corporate. Tried to call the number several times and would get a recording stating high call volume and the lines were busy Could not hold, because this was not an option It stated to call back later, which I had done several times. Finally called the store again and was told still not in computer I then asked for supervisor. The supervisor stated the repair company never contacted them and I would have to wait for them to send another repair company out. I have nots from the repair service stating my refrigerator can not be repaired and it was ok'd by the warranty company for a replacement. I am at my wits end HH Gregg should not be allowed to sell extended warranties if they won't honor them . Please help meDesired Settlement: I would like a new refrigerator because the one I bought can not be fixed.

Business

Response:

December 19, 2014[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 refrigerator.I apologize for any frustration Ms. [redacted] experienced. Our representative contacted the service plan administrator and was informed that they authorized a replacement. A representative should contact her within the next few business days to make arrangements.We appreciate having the opportunity to answer the complaint. Sincerely,[redacted]Director, Service Operations[redacted]

Review: This is in regards to the HH Gregg in Racine, WI. at Regency Mall. I had purchased a refrigerator at this store and had it installed in my tenants unit. This was around September 7th of this year. We had the icemaker installed at the same time. The icemaker leaked from the day it was installed. I called the store and was directed to the Frigidare customer service department. They said that HH Gregg had to see if it was an installation problem or a defect. HH Gregg sent a crew to my house instead of the rental property. They said that they will reschedule with the tenant. They called the tenant and she stated that she worked till 1:00 pm and would not be home till then. They came before then so the repair was not completed. Since then at least 10 calls from my tenant and myself have gotten no response from them. My last call the person from the store said that he would look into it and call me right back. That was 6 days ago and no call back.Desired Settlement: Finally getting my tenants leak fixed. The install should have been done right from the beginning.

Business

Response:

January 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 the icemaker.I apologize for any inconvenience Mr. [redacted] experienced. It is my understanding that a representative from the delivery office is contacting the tenant to schedule a service call for the icemaker. If he or the tenant does not receive a call in a timely manner, we request that he contact [redacted] at (800) 944-[redacted].We appreciate having the opportunity to answer the complaint. Sincerely,[redacted]Director, Service Operations[redacted]

Review: We purchased a refrigerator from HH Gregg just over a month ago. The fridge did not fit into the intended space as it was larger than cited with doors opened. The installation team member forced the fridge into the intended space damaging our wall, our counter top, and the new fridge. Upon visiting the store that same night, we returned the oversized fridge and exchanged it for a smaller one. We were provided with a phone number to contact the company in regards to the damage to our property. I have attempted to contact the company via phone twice a week since 1/2/15, emailed the company, and visited our local store to seek help. I have not yet heard from HH Gregg.Desired Settlement: I would appreciate to be contacted by HH Gregg so that my property can be repaired in a timely manner.

Business

Response:

February 5, 2015[redacted] Revdex.com, Inc.151 N. Delaware Street #2020Indianapolis, IN 46204RE: [redacted] (# [redacted]) Dear Ms. [redacted]:I have received your letter regarding [redacted] claim of damage.I apologize for any frustration Ms. [redacted] experienced. We forwarded the claim to the appropriate personnel. It is our understanding that a representative should contact her within the next 30 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I am rejecting the proposed resolution as my complaint has been that HHGreg has neglected to remedy damage occurring in December of 2014. Being asked to wait an additional thirty days to process this complaint only furthers my frustration as a customer.Regards,[redacted]

Business

Response:

February 18, 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] claim of damage.We regret her continued disappointment. I have shared her comments with the appropriate department heads. If she does not receive a call in a timely manner, our Incident Tracking department can be reached at (317) 816-1523.We appreciate having the opportunity to answer the complaint. Sincerely,[redacted]Director, Service Operations[redacted]

I purchased an extended warranty through HH Gregg for a GE range which only covered the heating element. After 2 yrs, 2 months, the heating element failed. I was told by the HH Gregg extended warranty company that the part was covered but had to be approved by them. They scheduled the technician (whom they chose) for a service call. The technician confirmed the heating element needing replacing. When I called the HH Gregg extended warranty company, they said the part was covered by GE warranty and they would not cover it. I called the number to GE (given to me by HH Gregg) - and was told the range that I owned had only a one year warranty and they would not cover it. I called back to HH Gregg warranty and was told I would need to have GE fax over proof that the part was not covered. I called GE and asked that they fax over a statement that the part was not covered. I will now need to follow up with HH Gregg warranty service again to see if they will now cover the part. They had said it would take a few days for it to show in their system. The consumer should not have to carry the burden to verify warranty coverage between the appliance manufacturer and HH Gregg warranty.

Review: I purchased a Samsung kitchen appliance set from HHGregg ([redacted] West Mifflin, PA). After making the purchase, I confirmed that the gas range was 36 inches as it was indicated on the receipt. I was told by an HHgregg employee that the receipt was accurate and proceeded to order kitchen cabinets and counter tops to allow for a 36 inch range. Several weeks later, prior to delivery, my wife again contacted HHgregg to confirm the 36 inch measurement was accurate. The contractor we are working with was present for this phone call and heard the employee again verify with my wife that the gas range was in fact 36 inches. The day after the appliances were delivered, the contractor opened the appliances to discover that the gas range was only 30 inches. This was very disappointing as the kitchen we spent thousands of dollars building now would not be functional as there would be a 6 inch gap. I called HHgregg to report the discrepancy and work with them on fixing the problem. Through several phone calls, the general manager of the West Mifflin store, [redacted], said that the best he could do is order us a new stove that we would have to spend $2,000. He claimed that their business was taking a "$500 hit" which was not evident according to the web site he was ordering from as it displayed the price to be $2,063.70 ([redacted]). Where is the "$500 hit"? It appears they are not taking a hit and we are paying full price. In addition, [redacted] was very rude and dismissive of our business. When we mentioned possibly wanting a refund and taking our business elsewhere, [redacted] responded by saying our business was not worth HHgregg taking a $1,500 loss. Between phone calls, we physically went to the store and spoke with an appliance manager named [redacted]. Upon looking at our receipt, he acknowledged that the information was misleading and their employees made an error causing this problem. [redacted] made a copy of the receipt indicating HHGregg's error. He was very helpful and willing to brainstorm ideas with us. We were not able to speak with him again as [redacted] took over. We never received an acknowledgement from [redacted] that they made an error. In fact, we were treated as if we were lying about having confirmed the range size with several different employees when [redacted] repeatedly said he "cannot take a hit based on a few conversations which may or may not have happened". His denial of any error, implication that we were lying, and general poor customer service were very disappointing. We made it clear that we were not trying to take advantage or upgrade for free. We do not feel that being forced to spend $2,000 more than expected on our limited budget is fair because this company made a big mistake.Desired Settlement: We would like to have the price we payed to HHgregg adjusted. According to the web site which they are ordering our new range from, they do not appear to be taking a financial hit in any way. It appears that we are solely paying for their mistake.

Review: Quick summary: I made on order on hhgreg.com and I called to cancel the order since the order was still processing over 24 hours later. I called customer service and was told my order was cancelled. I got an e-mail the next day saying my order was ready and I called and confirmed again that my order was cancelled. Two days later hhgreg charges my debit card for the full amount!! I have been unable to get any help through their customer service! On Thursday, January 23th around Noon I made a purchase on hhgreg.com, I created an account and made an order for an iPad Air and an iPad Air Smart Cover. The order total was $537.45, according to the website the order went through and there were no issues. I checked back the next day and the order was still "processing" on the website. I call customer service 24 hours after the purchase and ask what the hold up is, after being on the phone for nearly an hour someone looked into it. It turned out they need to check my information, even though noone else told me otherwise. I confirmed my information and I was told that the order when be processed within an hour. I checked the website 2 and a half hours later and it the order still showed as processing, I called and they said it would be ready in an hour. I called back later that day and the order still wasn't ready so I cancelled the order. I was told the order was cancelled. The next day on saturday I got an e-mail saying my order was ready! I called customer service and they "confirmed" that the order was cancelled and there would be a hold on my account for a few days. I was told there was no e-mail or any way they could send me an order cancellation confirmation! An hour after I got off the phone I got an e-mail saying my order had been picked up at the local store!!!! I called the store and was told that nothing was picked up and it was fine. Today, Monday January 27th I checked my bank account and the full amount of the order has been taken out of my account by HHGREG!! I have been unable to get this resolved talking to customer service and I need something done about it! Thank youDesired Settlement: I want my money back and compensation for my time that was wasted. I would also like to have the option of my account deleted from their website because I do not trust them.

Business

Response:

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

I apologize for any inconvenience Mr. [redacted] experienced. According to our records, a refund was processed. We regret that are representatives are not authorized to make changes to accounts. If he has any questions, our Call Center can be reached at (866) 974-7344.

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

Sincerely,

Review: Their extended warranty is just on paper They make people pay for extended warranty but when you call them they promise to send someone but in fact they don't even take care of your problem. You have to call them back and it's just like this is the first time you're calling them. They're unable to help you within a reasonnable timeframeDesired Settlement: We paid $199 for extended warranty but it seems as a rip-off

Business

Response:

March 6, 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 service plan. I apologize for any inconvenience Ms. [redacted] experienced. Our records indicate that the service plans she purchased with her washer and dryer are administered through Warrantech. I have shared her comments with them. If she needs assistance with scheduling service, 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 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: I bought a GE side by side refrigerator from HH Gregg with an additional service protection agreement for 5 years. I was told by the salesman that everything was covered including my food should there be any food loss due to damage or defect to the refrigerator. In 2011 I noticed a crack in my liner of my refrigerator. I called the HH Gregg warranty center and reported it. They dispatched a service request to GE service relations to come out and look at and repair it if possible. GE came out to my house and said the liner could not be replaced and said they could caulk it to seal it. Since that time I have noticed the walls of the fridge are starting to buckle and the shelves inside will not stay in place, but rather fall when you put anything on them. The doors do not stay shut. The smallest rattle or bump and they pop open. About two weeks ago I called again to HH Gregg and asked for them to send someone out to look at it and repair it if possible. The service tech came out took pictures and said he would submit it for claim. That is was not fixable and was definitely damaged. I had not heard anything back by Friday so I called back to the HH Gregg. They said they had a not in the system that the refrigerator was fixed. I explained what happen and what was said they said they would dispatch another company for a 2nd opinion. On Tuesday November 19, 2013 a service tech from Elite appliance came out to my home and did not even look at the refrigerator. He asked my husband what was going on he explained the issue the service tech said the liner is not covered under the extended service warranty and there was nothing else that could be done. I then called HH Gregg back and asked them if the liner was not covered why then not once but three times did they send someone to repair it and then on the first visit the repair tech even caulked it as a form of repair to the liner. They said they did not know and that they were not responsible for the liner being caulked GE relations services was and to take it up with them. I tried to explain to them that they were the ones that covered my extended service plan not GE. They were the ones that sent GE out to repair it. They said it was not there problem. I then called GE who said they would be willing to send someone out to look at it but HH Gregg would have to dispatch it or else I would have to pay for it. They then proceeded to tell me that even if they came out it would not guarantee me that my refrigerator would be fixed or replaced either.Desired Settlement: I would like my refrigerator replaced with a new extended service plan for the next 5 years.

Business

Response:

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

I apologize for any inconvenience Ms. [redacted] experienced. However, we are unable to honor her request. As indicated in the Terms and Conditions for the service plan, issues caused by physical damage are not covered. If she has any questions regarding the coverage, the plan administrator can be reached at (866) 856-0212.

We can offer to sell Ms. [redacted] a new refrigerator at cost, which is a discounted price. If she would like to take advantage of this offer, we request that she take this letter to the store management and make the purchase in the next 30 days.

We appreciate having the opportunity to answer the complaint.

Sincerely,

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 do not feel that is a good enough answer to the problem. If such a claim is not covered then why did you send someone out my house the try and fix it and then he used silicone caulk to try and fix it. It was your companies decision to do such acts. Thereby placing any further damage acquired on them.

Regards,

Business

Response:

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

We regret her continued disappointment. However, we are unable to override the terms of the service plan.

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

Sincerely,

Review: Purchases dishwasher from H.H. gregg. They gave us

[redacted] number to fix it. They installed new motor and later a control panel did not test run either.

Replaced motor in dishwasher under warranty but did not test run the motor and left. Called AtoZ to complain about not working and employee told us he knew what was wrong and would come out personally and fix dishwasher. Took two weeks to order control panel. Man who said he knew what was wrong did not show up, instead 2 guys installed control panel. They did not test dishwasher to see if it would run but left. My parents are both 92 and not in good health. We feel [redacted] took advantage of their age when they did not see if their work was done right by test running dishwasher. We want a new dishwasher.

Sincerely,

[redacted]Desired Settlement: Install a new disheasher.

Business

Response:

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

I apologize for any inconvenience Ms. [redacted] experienced. We regret that given the length of time that has passed since the purchase date, we are unable to authorize an exchange. As indicated on the back of our purchase invoices, the return period is 30 days from the date of purchase.

Most appliances come with a one-year parts and labor manufacturer's warranty that covers the repair of manufacturer defects. If Ms. [redacted] believes that the dishwasher is not functioning properly, we recommend that she schedule another service call. She may have the option to request that an alternate service provider evaluate any issues she is experiencing.

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

Sincerely,

Review: I purchased a whirlpool washer from HHGreg in February. Right from the start there were issues with the delivery. They forgot the hoses I had purchased, got stuck in my lane for over 3 hours, blocking traffic, and did not balance the machine which caused my fuse to trip every time I used it. Once I fixed the problem it worked wonderfully. On May 23 I did a load and found it to be usually wet. On May 25 I found it was over filling and causing it to leak out the bottom. It also was not cycling, got stuck in wash mode and was flashing error codes. I called the store, was connected to the repair line and I was told the earliest someone could get there was may 30. On May 29 the repair man came, told me he had seen the problem before and had already been authorized to order the parts needed but had not done so as of yet. He left after only 5 minutes and no work was done, my washer was still not fixed. I finally got a call from an automated system on June 3 giving me a repair window on June 4 between 1 and 4. I work and was unable to be home at that time. I called on June 4 and was told the next available time was on June 11. This was unacceptable to me, to have to wait another week with no washer. I asked to speak to a supervisor but never actually did. I was instead given a date of June 6. I was not happy but that's all I could do. June 6, the repair man came, replaced a few things and told me everything was fixed. That be had run a cycle and it was all good. I did not sign anything but was I given a receipt for anything. The next day, June 7 I did a load and it completely malfunctioned, locking the clothes inside and overflowing. I went to the store and gave my complaint. They told me a had to wait until Monday, June 9 to hear from the corporate office. The corporate office was to contact me on Monday. I called the store twice where they assured me they would be calling. The last phone call I was at 5 pm and I was told someone from the office would call me within the hour. I am still waiting,I still have a broken washer, 19 days later.Desired Settlement: I want a new washer and I want a new warranty starting with the delivery of the new washer. I also need the replacement as they say, yesterday.

Business

Response:

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

I apologize for any inconvenience Ms. [redacted] experienced. Our records indicate that the washer was exchanged. 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,