HH Gregg Appliances, Inc.

Review: My husband and I ordered a dish washer on 07/11/2013. The store cashier [redacted] assured us it will be delivered between 2 to 5pm. We payed the delivery fee upfront. At 7 am I recieved a call from the H.H. gregg warehouse receptionist. She said they will be unable to deliver the dishwasher because it was damaged. Her name is [redacted]. I let her know I was upset because we are trying to sell our home and we are about to do an inspection. All the appliances in our house hold are supposed to be in excellent shape. Her exact remarks were, "sorry hon. If this was a perfect world, we will all be walking on water but its not. We will deliver tomorrow." I told her its not acceptable and she said, "look hon, I just pick up the phones here. I'm not the manager." I asked her if I will still be charged a delivery fee and she said, "if you want to talk about that you have to call the local store." She later called me and left voicemail saying she scheduled the delivery between 8am and 12pm and we should keep our fingers crossed that the dish washer is not broken. I called the store and asked for the manager. His name is [redacted]. He came on the phone and I explained the situation. I told him I was not happy with the treatment I recieved in the morning. He said he will call the delivery guys and have them call me. I asked him why I should speak with them if they were rude and he was very aggressive. He said, "DO NOT PUT WORDS IN MY MOUTH" AND DO NOT CUT ME OFF WHEN I AM SPEAKING. I told him if he was a good manager he would know how to effectively listen to customers. He hanged up on me. I called back to find out his managers name. No one will give it to me. He took over the call after I was placed on hold and told me he spoke to the warehouse and they will deliver between 8 and 12. I hanged up the phone. Tonight at 8:25 I recieved a call stating our delivery time is between 2:30 and 5pm.Desired Settlement: A written apology from the Manager [redacted] and the warehouse receptionist[redacted]. A written apology from the HHgregg Market manager. Reimbursment for our delivery fee.

Business

Response:

Dear Ms. Richardson:

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

I apologize for any inconvenience Ms. [redacted] experienced. 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. According to our records, the purchase was canceled and refunded. If Ms. [redacted] 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: 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 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: 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: 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: 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]

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]

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 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: 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 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: 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: 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: I purchased a service agreement when I bought a new audio video receiver. After about 6 months it stopped working. I took the device to the store on August 30,2014. I still do not have the unit. I was expecting them to just exchange the unit, but they explained to me that they had to follow the manufactures warranty and send it out to repair. Even though the extended service brochure claims to "Go above and beyond the manufactures warranty" and "provide faster service. Saves Time". I have made many phone calls, all of which ended with a promise of a call back. I have only received two phone calls back.Desired Settlement: I would like for someone to tell me when I will have a unit back. Either my unit or an exchanged unit. I refuse to wait another month for someone to figure this out. I honestly do not think it is fair that I have to wait this long.

Business

Response:

October 30, 2014

Review: I purchased a LG washer and dryer from HHgregg they sold me an extended warranty. My washer broke down August23 I called the warranty company they sent out a repair guy, he says it needs parts. he has to wait for warranty company to ok parts so I go around and around with warranty people finally the repair guy comes back out with parts onFriday September 12th he says the part we've been waiting on for weeks is defective and my washer needs more parts than the original repair guy says? So now I have to wait once again on the repair people to get approval from warranty people for the parts? here it is over 1 month later and I'm still without a washer! Going to the laundry mat every Friday for a family of 6 spending 30-40 dollars. This is not fair at all to consumers who buy the extended warranty thinking it helps when in fact its a joke!Desired Settlement: I want my washer fixed now or declared under lemon law (which I am told is included in my extended warranty) I have called the store 3 times and totally disregard. I even went to store personally and manager said he sent an email and someone would get back to me LOL THAT WAS A WEEK AGO!

Business

Response:

October 16, 2014

Review: I purchased a tv from hhgreg on 3/1/11 and was talked into buying a warranty for 199.99, I was told buy the sales man that the warranty would cover anything if the tv fell, if it was dropped, anything. My family room flooded and we quickly had to move furniture out and some how in the process the tv screen has a crack on the inside screen, you can not feel on the outside. I called Hhgreg and spoke with a manger who informed me that my tv was not covered. My mom called and spoke with [redacted] which was her sales person and he stated that he dont doubt that my sales person [redacted] told me that but he was no longer with the company so there was nothing they could do. I feel as if I was scammed into buying the warranty and now I am out a Tv and the money I thought was paid to cover the tv

Business

Response:

August 22, 2014

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: We ordered a complete set of appliances: dishwasher, microwave, double wall oven. It took 2 months to deliver, despite being promised 2 weeks. Delivery was scheduled on 6 separate occasions, only to find out the day of delivery that the appliances weren't in stock. We were promised price match guarantee credits that took multiple phone calls to have issued. The amount still isn't correct. We were charged for items that we never purchased, requiring months and multiple calls to be credited. At delivery, the wall oven clearly wasn't functioning properly. The installer told me to run the clean cycle, if the problem didn't resolve HH Gregg would replace the oven. The problem has become worse, HH Gregg refuses to replace the oven as promised. They will attempt to repair it, but the process will leave us without a working oven for an undetermined amount of time. We will also then have paid full price for a broken appliance. The dish washer has now stopped functioning. It runs the cycle, but the dishes are untouched and the soap is in the bottom. They have refused any remedy other than waiting for a repair which could take weeks to months. This would also push us outside of their 30 day guarantee. The store manager offered us a complimentary extended warranty for the microwave to make up for the horrible service. The new manager now refuses that offer. I contacted HH Gregg on day 28 of the 30 day "no questions asked, full money back, satisfaction guaranteed" policy and requested my refund. I spoke with the store manager and followed up with an email to document. They refuse to accept the return stating it has been more than 30 days. I have numerous emails with the store manager proving delivery date was within 30 days. I have my check to the install company proving we are within 30 days. We have install paperwork within 30 days. They have fraudulently altered "their system" to reject our return. They claim delivery was 3/4. I have attached email proof that it was 3/7. Refund requested on 4/4.Desired Settlement: I would like the appliances removed from my home and a full refund issued as per HH Gregg's advertised policy.

Business

Response:

April 16, 2015[redacted] Revdex.com, Inc.151 N. Delaware Street #2020Indianapolis, IN 46204RE: [redacted] (# [redacted]) Dear Ms. [redacted]:We have received your letter regarding[redacted] concerns about her order.I apologize for any inconvenience Ms. [redacted] experienced. Our records indicate that exchanges were authorized for the wall oven and the dishwasher. The store personnel processed a price adjustment of $171.72 in the interest of good customer relations. We were unable to verify that she was charged for items she did not order. If she has any questions about the items listed on her order, the store managers should be able to assist her.We appreciate having the opportunity to answer the complaint. Sincerely,[redacted]Director, Service Operations[redacted]

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: On November 23, we ordered a tv from hh gregg's website. Husband's credit card was charged immediately. Roughly 3 weeks later, a tv was delivered; however, it was not the tv we ordered. In fact, it was a completely different brand and size. Husband refused it upon delivery. Christmas came and went and still we had no tv. We sent several emails and made several phone calls. Never once did anyone from hh gregg make any effort to notify us of why the tv we ordered and paid for had not been delivered. When we finally did get through to customer service (after 20-30 minutes of waiting for someone to answer), we were told that the delivery company had not returned the tv, and that hh gregg would not ship our tv until they had received the tv we refused (i.e., the WRONG tv they sent us). What?!?!? By mid-January, there was still no resolution and every phone call we made was nothing more than a waste of time as we were put on hold and assured that the delivery company would be held accountable or that "someone" - a manager - would be looking at our order and would be getting in touch with us. Never happened. After yet another phone call today (2/16/15) - initiated by us - and another wait time of 40 minutes before a customer service rep answered, we have given up ever seeing the tv we ordered (and paid for). HH Gregg has had $797 of our money for 3 months and we still do NOT have our product. Customer service rep asked if we still wanted the tv. The answer to that question was a resounding "NO". We do, however, want our $797 credited back to our credit card. We did discover, per customer service rep, that apparently in the ENTIRE company, there is only ONE person who is responsible for dealing with delivery and return complaints. And this person has to review every report. Really?!? That is either a ridiculous excuse or the most inept company policy imaginable.Desired Settlement: We want the $797 we paid for a tv we never received to be credited back to our credit card.

Business

Response:

February 20, 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 order.I apologize for any inconvenience and frustration they experienced. I have shared their comments with the Online Order department. Our records indicate that a refund is being processed. If they have any questions, our Call Center can be reached at (800) 284-7344.We appreciate having the opportunity to answer the complaint. Sincerely,[redacted]Director, Service Operations[redacted]