HH Gregg Appliances, Inc.

Review: I have been trying to have my Samsung refrigerator, purchased Dec 2012 along with a 5 year extended warranty, repaired. The light went out on the freezer side, I thought it could be a simple bulb replacement. I contacted Samsung to order a bulb, they told me it is not a bulb, it is an LED panel, they told me to call place of purchase. I did so, they said they could not fix because it's not a warranty issue. I stopped in at the HH Gregg store, spoke with [redacted] and [redacted], BOTH store managers. They called Samsung AND the warranty company--[redacted] and [redacted] could not get an answer. [redacted] stated she would look into matter and call me. I received a call that there corporate people couldn't get an answer either but they were looking into this to make sure they straightened it out. After never receiving a call back, my husband called [redacted], she thought someone had called us and apologized because someone was to call us. My husband asked for a district manager contact--the district manager called and left message that [redacted] was looking into having someone come to repair the LED. A week went by, no phone call--we called [redacted], again surprised no one called us. They had set up a repair appointment for December 17 with A & E repair and if it was a bulb--we had to pay for. That was what we wanted all along. If it was a "wiring" issue, HH Gregg and my warranty covers it. While in the store, [redacted] stated, "for all of this, for what we had to go through, they would get this fixed for us and we wouldn't pay." I never asked for that, she offered. I waited today for the A&E repairman and when her came, he said, "that's not a bulb, it's the LED panel, we replace them all the time, there is NO BULB." He then told me it is warranty, but because it is over one year, I would have to pay. He said HH GREGG put the order in WRONG--it should have been a 3rd party warranty call for them, it would cost ME if he did repairs. He said there would be no charge, which was more professional and kind than anything that happened with HH GREEGG, he left and told me to call HH Gregg and tell them to put it I the system correctly, that they were giving me a run around. I spent several hundreds of dollars on a warranty that they are not providing, I am asking for your assistance. I purchased an oven, washer and dryer and fear I will have the same issues with each--all in told, I have spent about 1000.00 in bogus warranties.Desired Settlement: I want the LED panel replaced under warranty as it should be. I want a phone call from someone with HH Gregg who can resolve this issue. [redacted] is the district manager and has done nothing to help with this matter--his boss' name is "[redacted]" and is the regional manager--I would like him to look into this and get this settled for me as promised through my warranty. If they cannot honor the repair/warranty, I want a refund for this refrigerator.

Business

Response:

January 9, 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 refrigerator.I apologize for any inconvenience Ms. [redacted] experienced. We forwarded her information to the service plan administrator. It is our understanding that a representative contacted her. 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], at this point, it was handled, by me,after MANY more frustrating phone calls. I contacted a district manager--they never made the first call. I dealt with the warranty company and got the matter settled, thanks for nothing.

Regards,

Review: I have called them numerous times, waiting on hold forever, and sent many emails. Told a person from management would contact me, they don't. 30 day I purchased a tv from them on Nov. 22. Changed my mind because it would not fit where I needed to put it. Called them on Nov. 24 to cancel order, I was told no problem. My invoice number is [redacted]. The customer service people tell me, when I can get ahold of someone, tell me they will send it to management. Get an email from [redacted] in management on Dec.5 that they would contact me. Never did. Me numerous emails more and I called this morning Dec.11, was told by [redacted] in customer service that it can take up to 30 days to get a refund. I have never had to wait 30 days for a refund of something I never even received! I find this unacceptable business practices. My payment method was my debit card. I should have used my credit card and had the bank go after them. Now I am stuck. I don't know what you can do to help me but at least let others know that this is not a good company to deal with. Thank you very much. [redacted]Desired Settlement: I just want my 597.99 put back on my bank card. Simple as that. I never received the tv, so I do not feel I should have to wait 30 days for a refund.

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 order.I apologize for any inconvenience Ms. [redacted] experienced. Our records indicate that a refund was processed. If she has 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]

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: Delivery took place on Oct 24th of front load washer/dryer and upon delivery damage took place. I immediately called the delivery center to file a claim and sent pics over the same day due to the delivery team forcing me to sign a document which the last line stating there was no damage due to delivery. I declined signing the form and they stated if I did not sign they would have to remove the machines that it was only to state I rec’d the correct item and I could still file a claim. I did not want to risk further damage to my home. I also took precautions by placing paper over my stairs to avoid such damage to the hardwoods or those would have been much worse. I was later informed the delivery team did not follow protocol and have me speak with a manager before signing such form. The delivery team did not wear gloves which I am not sure if that is protocol but may would have prevented such “hand prints” along my stair well. I have continuously followed up. The delivery was on a Friday and I called back to the delivery center Saturday to ask if it was okay to begin cleaning up the damage as I had family coming in town. They stated the pics were proof of all damage. I have spoken to [redacted] at the delivery center countless times. I was informed they were prepared to offer me a settlement of $150.00 which seems rather insulting. I informed him of such and declined the settlement. He also stated as far as machine damage that would be directly through HH Gregg which I was not informed of previously. I immediately then went in and spoke with [redacted] on 11/7/14 at approximately 4pm in hopes for help resolving this issue. Again, while it would be great to have machines without such damage it is not worth the risk to me to have further damage to my property and cost HH Gregg and myself more money. [redacted] from Apex Store then contacted his regional manager and I was supposed to receive a call from someone else at the delivery contractor as now I am told the machine damage should be included in the settlement. I never received a call. I then called the delivery center and began working with [redacted]. After additional photos sent to him and multiple follow up emails I was again informed they would now offer me 250.00. To recap, I had damages to my walls, hardwood stairs and to machines. No one will take responsibility for making this right. I was told by [redacted] at the delivery center as well as [redacted] at the apex store it would make more sense to keep the machines and make it part of the settlement due the difficult delivery and to not risk further damage. I sent them receipt of 250.00 that it cost for my painter to fix the wall that had the most damage. I have had to do quite a bit of clean up myself in addition I will have to have scratches on my stairs fixed which is a custom stain. Lastly I am left with less than perfect machines and I am expected to pay for them as if they are brand new with no damage. Update- I am now told that part of the reason is that I was asked to sign the difficult delivery form before they machines were installed so I could have rejected them. That is absolutely not true. I was asked to sign this form on an iPad that they kept scrolling down so I wouldn't read and was never even informed it was a difficult delivery form until later. I was asked to sign the form right before they left after everything was hooked up. When I read the last sentence again I declined to sign and asked if they could call someone. They again just stated it has nothing to do with anything other than I rec'd the correct item that I would need to call and file a claim which I immediately did. I am not basically being called a liar when they have already broke protocol by foricing me to sign a form without speaking with a manager. I am also upset that I was lied to about what the form was.Desired Settlement: I would like someone to take responsibility for the incident. This is HH Gregg's contractor they should be more involved than just pushing me off to the warehouse also where no one will take responsibility in making this right. I am not asking for the items to be free. I would like a credit to the purchase or refund in the amount of 250.00 for my walls, 350.00 for my floors and a fair discount to original price of the Samsung front loads due to the machines are now scratch and dent items and I should not be expected to pay full price.

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] claim of damage.I apologize for any frustration Mr. [redacted] experienced. We forwarded the claim to the appropriate personnel. It is our understanding that a representative should contact him within the next 5-10 business days.We appreciate having the opportunity to answer the complaint. Sincerely,[redacted]Director, Service Operations[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have yet to hear from anyone from the business and the 10 business days has expired from which they indicated I would hear from someone regardling resolution.Regards,[redacted]

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 follow-up letter regarding [redacted] claim of damage.We regret her continued disappointment. It is our understanding that a representative with the delivery contractor has been in contact with her. If she has any questions, she can contact [redacted] at (954) 990-[redacted].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 appearI have not spoken to[redacted] since filing this complaint. Please READ the original dispute. No one is taking charge and responsibility of all damage or with a reasonable resolution. Regards,[redacted]

I'm a single mother of three children and ordered the only gift my oldest wanted for christmas (laptop) from their website on 12/16/14. I never received an email confirming shipment so I called their 800 number. No one was able to give me a straight answer as to why I was not inforned the item was not in stock and why I was able to add it to my cart and have the amount deducted from my bank account. Hold time each time I called was 15+ minutes and was hung up on as well when asking to speak with management. I was told the item shipped on 12/24/14 (christmas eve) when their site stated a guarantee delivery by christmas if ordered well after I placed my order. When I checked the tracking progress on 12/26/14. it still had not shipped! Needless, to say, my daughter did not have much to open on christmas...a box with a note promising a special laptop was on its way to her. Horrible, horrible, horrible!!!

Review: My Husband and I purchased a simple portable DVD player from HH Gregg in durham NC 8160 Renaissance Parkway. One week later it was broke and they refused to exchange it. The web site says hassle free returns but I guess thats just there to sound good. Instead they gave my husband a manufacters number to call and said it was nothing they could do. My husband returned the item in a bag from another store because when we left we didnt receive a bag from HH Gregg. They also found the receipt of the purchase in there computer system because we used our HH Gregg credit account so there was no disputing the fact that we made the purchase. We also didnt have the box it came in but I see no reason for a box when they found the purchase in the system. We just want a working item for the money we paid.Desired Settlement: Replace or refund for item

Business

Response:

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

I apologize for any inconvenience Mr. [redacted] experienced. We regret that we are unable to honor his request. Our store personnel determined that the DVD player sustained physical damage. As indicated on the back of our purchase invoices, damaged products are not eligible for return or exchange.

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

Sincerely,

Review: We purchased a mattress on 8/24/2014 and the promotion was a free tv and $300 rebate. The sales associate, [redacted] stated we would receive our rebate information in the mail. We never received the information but did receive our bill and have made two payments on our interest free 48 month payment plan. I contacted the store on 11/23/2014 and a staff person told me to go online to find the rebate information, I requested to speak to a manager as well and was told he was too busy. We went online and it indicated the rebate had to be , within 30 days of the purchase which we were far away from that time frame. I called back to the store and requested to speak with a manager and he stated he would talk to [redacted] and return my call the next day. It has been three days and no return call. It's unfortunate that we were important when we made our $4040.29 purchase, but now hhgregg can't even bother to return my call.Desired Settlement: I want my $300 rebate and the $80 difference in the tv we paid for. (We got a bigger tv than the promotional offer and Steve indicated we would be reimbursed the cost of the tv.... $100 in hhgreg merchAndise credit or $80 visa card)

Business

Response:

December 20, 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 purchase.I apologize for any inconvenience Mr. [redacted] experienced. In the interest of good customer relations, we processed a refund of $380. He should receive it in the next 30 days. We appreciate having the opportunity to answer Mr. [redacted]s complaint. Sincerely,[redacted]Director, Service Operations[redacted]

Review: I purchased an extended warranty for a Onkyo reciever. When I purchased the warranty I was told they will replace the item if it were to fail. I was instructed to take the unit to repair facility in Parma Ohio. I picked it up 2.5 weeks later brought it home and unit still does not work. I am being told to take the unit back to the repair facility and if they deem the unit not repairable they will replace. I have been without the unit now for about a month and it could take up to 6 weeks for the repair facility to even look at it again. I was also explained the problem to the HH Gregg Parma store and they told me the unit is normally replaced. I am expending cost and my time to get this resolved and frustrated the store will not replace the unit as spelled out in the warranty.Desired Settlement: Replace the unit with comparable or better, I am willing to pay the difference if the replacement unit is more expensive.

Business

Response:

December 11, 2014[redacted] Revdex.com, Inc.22 East Washington Street, Suite 200Indianapolis, Indiana 46204RE: [redacted] (# [redacted]) Dear Ms. [redacted]:I have received your recent letter regarding [redacted] concerns about his receiver.I apologize for any inconvenience Mr. [redacted] experienced. However, we are unable to honor his request for a replacement. According to our records, the service plan he purchased is administered through Warrantech. Our representatives are not authorized to make decisions regarding repair or replacement. We recommend that he proceed with the service process. If he has any questions, Warrantech can be reached at (877) 456-9643.We appreciate having the opportunity to respond to Mr. [redacted]’s complaint. Sincerely,[redacted]Director, Service Operations[redacted]

Review: I went to Hhgregg on September 22, 2014 to financed a living room set not knowing thru the 4 months it would start to look worn. It's not because of wear and tear because it's rarely anyone in the living room. My kids "don't" flip, jump, or kick the furniture it just looks like its worn already. My kids sleep in their beds every night, and majority of the time their on the computer or in their room playing the xbox. Its no stains or anything on it. I'm not a person who keeps company so it should not be in this condition. The last living room set I purchased I had for over 5 years, so I know how to maintain furniture. The bottom of the living room set is starting to frizz and ware out also. I have paid almost $1000 of on time payments and still have over $2000 to pay for a living room set that looks like I've had it for years. The fabric is horrible and not durable, and made poorly. I am a single mother of three children and I'm on a fixed income. I need durable, reliable, and quality furniture. The furniture sold for $1307.99 and now is being sold for $819.90. I'm paying $140 a month and $2840.30 (too much) in all financed for non-durable, no coffee table, no rug, and no end tables. I need a resolve in this so I am comfortable and so that my credit won't be affected. Needs to be discontinued. (Binerkle Carline Sofa and Loveseat model #4190138) Product_Or_Service: Binerkle Carline Sofa and Loveseat Order_Number: EWJ00842 Account_Number:[redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation) I really want out of the financing with this company with it not affecting my credit because I don't trust their product after this. Last resort if I have to get another set I need a new furniture set, and the money I spent on a defective product can be put towards a different model. I need new durable reliable furniture set. I really don't want to do business with them at this point.

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 letter regarding [redacted] concerns.I apologize for any frustration she experienced. If her order was arranged as an RAC Acceptance Now lease-purchase agreement, she may have the option to cancel the lease and arrange a pickup of the products. Our representatives are not authorized to make changes to accounts. We recommend that she speak with the administrator directly. If she has any questions, she can contact RAC Acceptance Now at (800) 665-5510. We appreciate having the opportunity to answer Ms. [redacted]s complaint. Sincerely,[redacted]Director, Service Operations[redacted]

Consumer

Response:

My response I told hhgregg that I didn't want the furniture and they can come pick it up (they said no). I was also told I have to keep the furniture. Lastly the number that was left for me to call if I have any questions was for [redacted].

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

Regards,

Review: On Feb 14, 2014 we purchased a washer and dryer and paid the delivery fee. We received the paperwork to file for a refund of the delivery fee either in the way of a visa card or HH Gregg gift card. We thought we had the checked the box to receive a Visa card, but received an HH Gregg gift card. I called customer service who pulled up the form and said we had not marked any box, so by default they send an HH Gregg. The Customer Rep said I could mail the HH Gregg card to this address in Indianapolis with an explanation that we wanted the Visa card and it would be corrected. She said to allow 6 - 8 weeks for processing. We were satisfied with this and followed the instuctions for the return. Our issues is that is has been approx 8 months and we still have not received our Visa card with delivery fee refunded on it.Desired Settlement: We are only asking to have the delivery fund refunded as stated when we made the purchase.

Business

Response:

October 30, 2014

Review: We purchased a refrigerator three years ago. We could not have been happier in dealing with them until in came down to their extended service plan. I have been without a fridge and living out of coolers for two weeks, only for them to keep telling me to wait. They replaced the compressor yesterday and it still does not work. When I called to tell them, they still say I will have to wait, even with telling my situation. Why won't they admit we have a problem with our unit and quit trying to patch it? I will never purchase their extended service plan again and take my chances with a manufacturer's warranty.Desired Settlement: Just replace my fridge and stop trying to make it work until my warranty runs out so you don't have to deal with it anymore.

Business

Response:

September 5, 2014

Review: I purchased a Samsung washer in august 2012. it broke the first time in May 2013. It took a week to get it worked on. It broke again in January 2014. once again it took a week to get it worked on. it has now broken again. I called on the warranty Monday august 11th. I was told it would be 2 weeks. I was told that was too long and I'd get a call Wednesday with an alternative. I didn't get a call. I called back and was told I had to wait. I called the store because this is getting ridiculous. I spoke to the manager [redacted] on Tuesday. he said he would escalate my situation to corporate and id get a call in 2 days. it's been three. I called [redacted] back and once I reminded him who I was he told me he had not heard back. This is the 3rd time in 2 years. I got a defective washer and I want a replacement.Desired Settlement: I want a new washer with a 5 year warranty. I want reimbursement for my mother in law driving from out of town to pick up our laundry and wash it at their home. I want it in my house before Friday.

Business

Response:

August

22, 2014

RevDex.com, Inc.

151 N. Delaware Street #2020

Indianapolis, IN 46204

RE:

[redacted] (# [redacted])

Dear

Ms. [redacted]:

I

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

I

apologize for any inconvenience Mr. [redacted] experienced. We regret that we are

unable to honor his request. As indicated on the back of our invoices, the

return period is 30 days from the date of purchase.

According

to our records, Mr. [redacted] purchased an AWWT2I-5 service plan, which is

administered through Warrantech. Our representative contacted the administrator

and was informed that they have scheduled a service call for the washer. If he

has any questions, Warrantech can be reached at (877) 456-9643.

We

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

Sincerely,

Director,

Service Operations

Review: When you ask for a supervisor instead of trying to get you to a supervisor to assist, the customer service representative argue with you. I made a large purchase back in Feb 2015 I was told based on the different amounts I spend I would get two seperate rebates. I had been contacting the rebate department to make sure the correct rebate was sent. Well sure enough when the rebate came it was incorrect, the customer service representatives tell you its nothing they can do, they argue with you and tell you we will just sit on the phone, refusing to transfer the call. Then put you on hold for over five minutes and no one ever comes back on the line.Desired Settlement: I would like the rebate I was requested.

Business

Response:

April 16, 2015[redacted] Revdex.com, Inc.151 N. Delaware Street #2020Indianapolis, IN 46204RE: [redacted] (# [redacted])Dear Ms. [redacted]:I have received your letter regarding [redacted] concerns about her rebates.I apologize for any inconvenience Ms. [redacted] experienced. According to the rebate processing company, they have approved her rebate submissions. If she does not receive her rebates in the next 30 days, we recommend that she contact them at (800) 318-7972 for further assistance.We appreciate having the opportunity to answer Ms. [redacted]’s complaint. Sincerely,[redacted]Director, Service Operations[redacted]

Review: On Saturday, March 15, 2014, I took delivery of a Frigidaire Gallery Appliance Suite in which I purchased from the store at 801 Goucher Blvd. Towson, MD. The suite consisted of; a refrigerator, microwave, stove and dishwasher. The delivery person set-up my refrigerator reinstalling the double doors which they took off to bring into the house, hooked the refrigerator up to the electrical outlet, set the temperatures for the freezer and refrigerator, and mentioned I must follow the instructions on the display in order to have ice cubes and water.

I asked the technician about the lights on the refrigerator which seemed to indicate a problem because some of the display lights on the refrigerator were highlighted. The technician responded saying everything was okay. Compared to my old refrigerator something did not look right and the display lighting also said the display was locked. On my old refrigerator everything is okay when there is no lights lit up. After the technician left I tried to reset the display and it would not adjust and continue to display (locked). I made a call to the technician informing him of the problem and was told to call the store. Also, later on the evening I noticed the refrigerator making noise.

I've called HH Gregg three times to address this situation and the Frigidaire Corporation twice in which they keep passing the ball back and forth on my complaint. HH Gregg transferred me to a menu of choices and when you talked to a representative stating your problem they tell you someone will call you in 24 to 48 hours to make an appointment to take care of the problem. No one never calls to handle the problem. And, when I called the Frigidaire Corp. to tell them about the problem a representative on the first call listen to my complaint and said it was a for HH Gregg a call them back. On the second call, A Frigidaire representative attempted to help me by instructing me to do a number of tests over the phone to the display section, to no resolution. The representative then said it was an installation problem and HH Gregg is responsible for the first 30 days once a product is delivered and satisfaction is guaranteed by replacing the product with a new product.

I am trying to understand what the problem is in having someone come out to resolve the situation. HH Gregg sold me a premium service plan covering all of the appliances in the Frigidaire Appliance Suite. I would appreciate it greatly if you could have someone respond to take care of my problem or replace my refrigerator with a new one including installation.Desired Settlement: I believe HH Gregg has the responsibility of having a technician come out to look at the appliance and make any repairs needed or replace the refrigerator with a new one taking care of all costs associated with satisfying me as a customer in making me happy.

Business

Response:

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

I apologize for any inconvenience Ms. [redacted] experienced. It is my understanding that a representative from the delivery center is scheduling a date for a representative to evaluate the issue she is experiencing with the refrigerator. If she has any questions, [redacted] can be reached at (877) 456-[redacted]

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

Sincerely,

Review: While I checked Service Issues for my complaint, this matter is a Customer Service, Warranty, Product, Repair and refund/repair issue. On May 18, 2013 I purchased a Whirlpool, 29CU, French Door Refrigerator Freezer (Model Number #WRF989SDAE) from HHgregg for $1431.74. This also included a 5YR Refrigerator PSP in the amount of $220.00. Upon opening the freezer on May 9, 2014, I discovered that all of my frozen goods were thawed. I went into HHgregg and explained the problem to the lady at the service desk. She pulled a copy of the sales invoice and wrote down the telephone number for Whirlpool Warranty (877-456-9643) and the expiration date of May 27, 2018. I went home and contacted Whirlppool who in-turn contacted [redacted], GA 31405, (912) [redacted]). [redacted] contacted me on May 12, 2014 and an appointment was scheduled for May 15, 2014. The serviceman came, looked under the refrigerator/freezer and stated that there was a Freon leak. He stated it was too heavy for him to pull out and he would have to go get someone to help him pull it out and never returned. I received a call on May 16, 2014 from [redacted] on May 16, 2014 stating that they could not fix my refrigerator/freezer. I contacted Whirlpool a second time and explained what transpired. They contacted [redacted]., ([redacted], GA 31406, (912) [redacted]) and scheduled an appointment for May 22, 2014. The serviceman came out and said he too needed help to move the refrigerator/freezer and left not to return. On May 23, 2014, I received a call from [redacted] stating that they could not do anything to help me and that my warranty had expired. I contacted Whirlpool yet again on May 27, 2014. They contacted [redacted] on my behalf and gave their authorization to handle the necessary repairs. [redacted] contacted me on May 28, 2014 to schedule another service call with their first available on June 12, 2014. I received a call from them approximately four days later stating they had an available opening on June 10, 2014. The serviceman came on June 10, 2014 and stated he had to order the part. On June 26, 2014 I received in the mail a Whirlpool Extended Service Plan offer reflecting my warranty end date as May 18, 2014. Additionally as of today, I have not been contacted by [redacted] on the part they had to order on June 10, 2014. I lost hundreds of dollars in frozen goods and I have to not shop almost daily but buy ice as well which is a hardship.Desired Settlement: My desired resolution to this problem is to have the defected refrigerator/freezer replaced since the original diagnosis was a Freon leak which will require annual maintenance.

Business

Response:

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

I apologize for any inconvenience Mr. [redacted] experienced with his refrigerator. We regret that we are unable to honor his request for an exchange. As indicated on the back of our purchase invoices, the return period is 30 days from the date of purchase.

Our representative contacted the servicer and was informed that they ordered a part for the refrigerator. It is our understanding that the servicer should contact Mr. [redacted] once the part arrives.

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

Sincerely,

This is the worst customer service I have ever experienced. I placed my order on 3/9/15 and cancelled it within the hour (plus a 20 minute hold) when I realized the fridge was too large. On 3/10/15 they charged my account for the fridge. I waited the typical 3-5 business days for a refund. On the 5th business day after repeated attempts to call...all with holding over 20 minutes before I had to move on, I could not get a hole of customer service. Finally, the next day, I was able to hold for longer and finally got through to their customer service. The girl took my order number down and put me on hold. For 15 minutes I listened to the same 1 song playing over and over again unsure if she forgot about me or what. She finally comes back and says she processed my refund and I should get my money back in 5-10 business days. I have never had such a terrible customer service experience.

Review: My husband [redacted]) and I purchased a 60 inch Samsung Plasma TV on 4/7/13 from the hhgregg located at 20841 State Rd 7, Boca Raton, Florida 33428. I cannot use any of the functions of the smart tv (netflix, amazon, u-tube, web browsing, etc) because the smart tv software crashes every 15 minutes. My husband [redacted]) was told the following by the repair service: 1. Before the tv could be reaired, the tv has to be removed from the wall. My husband is totally disabled, and he cannot remove the tvt from the wall. 2. The TV warranty does not include smart tv software problems. The sales receipt does not exclude smart tv software issues. I have been told that the main problem with smart tvs is the smart tv software. A warranty for a smart tv that excludes smart tv software is meaningless.Desired Settlement: if the tv cannot be repaired under the warranty, I want a full refund of the purchase price.

Business

Response:

January 22, 2015[redacted] Revdex.com, Inc.151 N. Delaware Street #2020Indianapolis, IN 46204RE: [redacted] (#[redacted])Dear Ms[redacted]I have received your letter regarding [redacted] concerns about her service.I apologize for any inconvenience Ms. [redacted] experienced. According to our records, the service plan she purchased is administered through Warrantech. We regret that we are unable to override the Terms and Conditions of the plan.If she is experiencing an issue with software, the manufacturer may be able to offer technical support over the phone. Samsung can be reached at (800) 726-7864.We appreciate having the opportunity to answer the complaint. Sincerely,[redacted]Director, Service Operations[redacted]

Review: Over two years ago, I purchased a Sony Google TV from HHGregg for $398.99+$31.92=$430.91. I purchased the extended three year warranty. For about a year now my tv has been giving me issues so about two months ago I contacted HHGregg about my problem and they had someone come out a week later to check my tv out. A guy came (whom was very fragrant in cigarette smoke) and looked at my tv. He literarily just looked at my tv; did not take it apart, didn't run a diagnostics on it. Just turned the tv on and said it could be one of two problems and he would order both parts needed so that he would only have to open the tv once. On his way out he said he would return to do the repair in a week. A month went by and I hadn't heard anything so I called hhgregg once more and after getting passed around from operator to operator, I finally go ahold of someone who finally told me that my tv had been deemed "not cost effective to repair" and that hhgregg would give me a full refund of my tv. When I went to hhgregg to get my refund, they told me that I could only claim the refund in store credit. I had absolutely no use for hhgregg store credit since I have obviously already had problems with them before. They would not give me cash refund no matter what. So I went to shop in hhgregg just so I got my moneys worth from this and they had none of the products that they had advertised were available even when both I and the store employees (including management) had checked and said they were in stock. I wanted a few items and literally everything I had wanted had run out of stock and they said they were not getting any more in stock. So after one and a half hours in the store with getting nothing that I had gone in to get since they had none of it in stock, I was mad and just wanted this all to be over with.Desired Settlement: Just give me my original full amount and get a better hold of what they have in stock or what they are advertising.

Business

Response:

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

I apologize for any inconvenience Mr. [redacted] experienced. Our records indicate that a stroe credit for $395.48 was authorized and part of it was used. In the interest of good customer relations, we are refunding the remaining $146.77. He should receive the refund in the next 30 days.

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

Sincerely,

Review: ON JUNE 13/2013, I PURCHASED A FRIG TOP FREEZER 18 INC WHITE WITH A 3 YEAR WARRANTY. IT HAS NOT EVEN BEEN ONE YEAR. I HAVE CONSTANTLY COMPLAINED SEVERAL TIMES THAT THE REFRIG WAS DEFECTIVE WHEN PURCHASED. I CALLED THE WARRANTY COMPANY AND THEY HAVE FAILED TO HORROR MY WARRANTY WHICH WAS $79.95 FOR 3 YEARS. I HAVE COMPLAINED TO THE MANAGER AT HHGREGG AND NOTHING HAS BEEN DONE. I CALLED THE TWO WARRANTY COMPANIES AND THEY HAVE REFUSED TO COMPLETE AND REPAIR MY REFRIG. AT THIS POINT I'M SORTA OF OF LUCK. MY REFRIG IS NOT GET COLD AND THE FREEZER DOES WORK PROPERLY AND IM CURRENTLY THROWING OUT FOOD WHICH IS STARTING TO BECOME VERY COSTLY. SO BETWEEN HHGREGG AND THE WARRANTY COMPANY, I AM OUT OF $709.98. ALSO MY EXPERIENCE WITH HHGREGG AS A CUSTOMER HAS BEEN VERY POOR. THE MANAGER WAS NO HELP AT ALL. I CANT AFFORD TO KEEP WASTING FOOD. THIS IS NOT FAIR AND HHGREGG IS AWFUL FOR THIS.Desired Settlement: I WOULD LIKE TO HAVE MY REFRIG REPLACED WITH A NEW ONE. SINCE HHGREGG FAILED TO ACT AND THE WARRANTY COMPAINIES HAVE FAILED TO HONOR MY WARRANTY AND PERFORM REPAIR SERVICES. I CAN BE REACHED AT [redacted], [redacted]. PLEASE HAVE HHGREGG TO PROVIDE ME WITH A NEW REFRIG OR A STORE CREDIT TO PURCHASE ANOTHER REFRIG.

Business

Response:

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

I apologize for any inconvenience Ms. [redacted] experienced. We regret that we are unable to honor her request. It is our understanding that the request for repair was denied due to an infestation in the unit. The servicer has offered to return to the home once an exterminator has resolved the problem.

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

Sincerely,

Review: I am having my home rebuilt after a catastrophic fire. I went to HHGregg to purchase my appliances. While there I spent well over $4000. I purchased a washer, dryer, dishwasher, range, over the range microwave, and refrigerator. The salesman was more then helpful and very willing to take my money for the products. I purchased them ahead of time. Before delivery I saw a 10% off lowest ticketed price coupon on their website. I called in and the manager said they would be willing to apply the coupon back to the original payment method (my credit card) after delivery. Everything was delivered on 12/30/13. The range was dented in the rear and they had my contractor call me to see if I wanted a $75 refund for the dent that occurred in transit. I accepted and he signed for the $75 return again back to the original account (my same credit card). I called their customer service on 1/1/14 and asked when the refund would be applied. They informed me it takes 3-5 business days for both 10% and $75 to be applied. 1/7/14 I wrote to customer service asking why nothing was applied back to my card yet and if they don't resolve the issue I will be writing into you guys. 1/9/14 1:17PM The Whitehall PA location where I purchased everything called me and said if I stop by ANY STORE they can apply the 10% discount back to my card. They also said the guys who are in charge of the $75 refund are not in and they didn't even process it yet. It would be done the next day 1/10 and I still don't have that yet either. 1/9/14 3:03PM I stopped into the Scranton (Viewmont) location and explained the situation. A man in a shirt and tie said that wasn't OK and walked away leaving me with the cashier. I called the Allentown store and the person on the line refused to put me on with a manager because the two of them "were busy" and said they would call me back if I left my number. While on the phone the cashier had also taken this opportunity to walk away from me. By this time I was more then furious with the entire organization. I asked the girl on the other side of the counter what it said on my account under my phone number and she said it had somewhere in the ballpark of $202 initiated on 12/31/13 and takes up to 10-15 BUSINESS DAYS to get the discount applied to my account (that's not the 3-5 I was told a week or so ago by their customer service). Now I still have nothing applied to my card and I'm not a rocket scientist but $202 is nowhere near 10% of $4000+. This ranks up near the top of the worst shopping/customer service/life experiences I've have ever had.Desired Settlement: Since I originally wrote this their headquarters refunded me the $202 (which STILL isn't 10%). I would appreciate the full 10% but if they are not willing to do so I DEFINITELY want the other $75 back for the dented range.

Business

Response:

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

I apologize for any inconvenience Mr. [redacted] experienced. A representative at our corporate office attempted to contact him but was unable to reach him.

It is my understanding that the delivery center is processing the $75 damage allowance. We are sorry for any delay.

We regret that we are unable to offer any further price adjustments on the purchase. The 10% discount cannot be combined with the discounts he received at the time of purchase.

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

Sincerely,

Review: Unaccaptble timeframe to confirm delivery date/time. Didn't have information untill the night before @ 9pm. Products were then delivered @ the last minute of the time frame given. Products delivered, and what could be installed was. No dryer cord provided or installed due to not having one on the truck. Took many phone calls to get one mailed to me. Worst of all, when kitchen fridge installed, while sliding it back to the wall the brand new hard wood floors were scratched in a main walk thru area. Made many phone calles from local store, the delivery number the store gave me, an outside insurance adjustor, the delivery company's insurance adjustor, and FINALLY got an answer almost 2 months later. This was extremly difficult as we were waiting to get an answer to move into this new home. No payment for damages @ all. We only wanted it repaired to new, which it was, around $500..This was alomst a 6k order, a whole house. Never again will we purchase from HHGregg, and everyone I know will be told to never purchase from HHGregg as wellDesired Settlement: I just want my floors repaired by my floor installer.

Business

Response:

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

I apologize for any inconvenience Mr. [redacted] experienced. His claim was forwarded to the appropriate personnel. A representative should contact him within the next 5 business days.

We appreciate having the opportunity to answer the complaint.

Sincerely,