HH Gregg Appliances, Inc.

Review: My tv stopped working on March 26 2014 I have a 5 year warranty that I purchased with my tv February 6 2010. I called the warranty company an after 3 weeks I was finally able to get a technician to come to my house to fix it. He showed but was unable to fix the problem because it was not economical for repairs. I was told after 3-5 days I would get a call from hh gregg. A lady had called my husband an said that she had sent the email to the Florence location an I should call within a hour. I called the next day and the manager I talked to ([redacted]) never received it but helped as much as he could. I called back once again to the Florence location an still has yet to get an email. I then called corporate office an a man named [redacted] said there was no information regarding my tv. He then called the warranty company an she had to send it once again. So now I have to wait longer because they apparently do not know how to do their jobs! I have not had any help, just getting the run around. This is 100% ridiculous. I will not be going back to this so called business ever again!Desired Settlement: I want my tv replaced like it should of been already! The lady my husband talked to said it was going to be for $992.87 an when I talked to [redacted] today from the warranty company she said it was only $792.88. Granted its a $200 difference but I have only had this tv for 4 years an had to call I don't know how many Times! They need their information straight before they give their customers the wrong information!

Business

Response:

I have received your letter regarding [redacted] television.

We regret that our representatives were unable to locate a record of the purchase using the information she provided. If her issue has not been resolved, we request that she provide a legible copy of the purchase invoice so that we can research her concerns further.

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

Sincerely,

Review: I would like to file a complaint on the appliance/furniture/electronic company HH Gregg. I have been dealing with their horrible customer service department for almost 3 months for a 5 year warranty that I paid for in March 2013 which they would not honor. I was never given any terms & conditions or warranty documentation so when I called in October 2014 to submit a claim to have my products (2 piece sectional) repaired, I was told to submit photos to their customer service department. After promptly sending these in which I have documented and calling frequently to check on the status of my request it took several weeks for them to provide any kind of update and stated that the warranty could not be honored due to the type of damage of the sectional. When I was sold the sectional I was told by the representative [redacted] in the Largo, MD store that the warranty covered any damage done to the sectional within the first five years. It would be 150 per piece so a total of $300 for the full sectional. Within the first year the sectional began flaking, and peeling at a rapid pace which prompted me to finally submit a request for repair in Oct 2014. After waiting weeks for their response I was finally told that they would not honor it due to the damage not being covered despite the fact that the employee had previously informed me that all damage including rips, tears, peeling etc would be covered, now that it was time to honor their warranty they are saying those things were not actually covered. So they dismissed it as the employee not being aware of the policy and said that this happens often be/c the employees in the stores aren't properly informed on the warranty policies....this doesn't help the customer when we attempt to redeem our warranty and their should be some accountability for this. So as a result of their lack of accountability or willingness to honor my warranty I requested a refund for my warranty which I was told they would do and refund at the prorated rate for how much time was left on the 5 year warranty. I submitted paperwork that they mailed me in Nov 2014 for the process to start and was told it would take approx. 4-6 weeks and a check for my remaining warranty balance would be issued. We are now in Jan and after calling multiple times speaking w/multiple agents including a manager I have received some of the worst cust. serv I have encountered. I was initially told 4-6 weeks back in November due to the holidays, then I called at the end of Dec which would have been around the 5th week, they claimed they did not see anything in their system and to give it the full 6 weeks and call back. I called back today (1/13/15) and still nothing. The first agent put me on hold after I waited for almost 30 minutes to get through, she placed me on hold then the call was disconnected. I called back and waited for another 30 minutes this time the employee a young man told me he didn't see me in their system and would need to transfer me to the store where I purchased the items. I informed him that they would only send me back to them so I asked to speak to a supervisor. The employee was very hesitant to get a supervisor so I waited another 10 minutes for him to come back and advise me that his supervisor stated it would actually take 4-6 months for the warranty refund process, so now we've gone from 4-6 weeks to 4-6 months!! I asked to speak to the supervisor that told him that. I was placed on hold again while he located his superior. She came to the phone and advised me that the 4-6 month timeframe was correct which I told her had never been conveyed to me. I have called about a total of at least 10 times in the past almost three months and never once did anyone indicate that it would take that long, how does it take 4-6 months to process a refund for a warranty I asked her. She said around Sep-Dec is their busiest time so they get backed up and she advised that even if it was done that no one on their end could see if it was completed because the warranties are processed in another department in another building. I asked her was their a number to reach them and her response was [redacted] c they are a clerical department where they move paper and they don't have phones. Her answers made absolutely no sense and if by chance she was being honest that is complete insanity! You can take my money by selling me a warranty that I wont be able to use and then tell me the refund for my warranty that I would take and use somewhere else will take a half a year to process?? It makes no sense and after reviewing online it seems as though I am not the only person who has experienced similar issues with them. I am seeking your assistance in resolving this matter as soon as possible. http://[redacted]Desired Settlement: I would like the full refund of my warranty, not the prorated but the entire amount that I paid for their lack of communication, and dishonesty from sales clerks as it pertains to the terms and conditions of the warranties and their lack of organization in their customer service department based in Indianapolis.

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 service plans.I apologize for any frustration Mr. [redacted] experienced. We have verified that our Warranties department has received the cancellation request form. In the interest of good customer relations, we are refunding the purchase prices of the service plans. He should receive the refund in 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 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. Could you please advise on the form of refund in which I will receive? I can provide credit card info if they will process it that way or will it be mailed to my home via check at [redacted], MD 20747?

Regards,

Review: On 10/15/14 I purchased a dishwasher from the following website - http://www.hhgregg.com/ This website offers installation of the dishwasher for "an additional $70.00". Once the purchase is made and you contact them to schedule the installation they tell you the charge is $149.00. They are refusing to honor what is offered on their website.

This option is offered after the appliance has been added to your cart and you progress to the Delivery & Installation Options section of the order. I have screen shots but am unable to paste them here.

I did not receive any type of confirmation although my bank account was charged for the purchase $687.78 for the appliance. I attempted to call the customer service number at 1-866-974-7344 , selected the option for installation - the phone was not answered. I attempted this several times throughout the day with the same result on 10/15/14. Also on 10/15/14 I emailed the customer service at [email protected] to let them know that I had not received any information regarding the delivery or installation of my dishwasher and to alert them to the fact that their customer service line was going unanswered. I received a response on 10/16/14 advising me to call 1-866-974-7344 (which is the same number I had indicated was unanswered). None of my other questions/concerns were addressed.

I called once again on 10/17/14 and held for 10 minutes before speaking with [redacted] who repeatedly apologized for MY confusion - I explained several times what the issue was and read to her verbatim from their website. After much frustration with her I was transferred to a supervisor - [redacted] who continued with the same "I am very sorry for your confusion. The price for installation is $149 regardless of what the website says" after I walked her through the steps to see the charge on their website. I asked to speak with a supervisor and was transferred to the "Corporate Office" where I spoke with a woman who indicated her name was [redacted]. After getting the same response from her, I asked to speak to someone higher up - she indicated that there was no one else that I could speak with and that I could write to the corporate office.Desired Settlement: I would like for them to honor the terms and pricing of their website sale.

Business

Response:

October 30, 2014

Review: A repair order was placed on 07/21/14 for our television in which an extended warranty was purchased from HH Gregg. On 07/22/14, a call from [redacted] was received and a service call was set for 7/29/14. On 7/29/14, there was no call nor show from [redacted]. I placed a call to [redacted] and was told "oh our technician ordered the parts on 07/29/14 but failed to call you. We will call in 3-5 business days when the parts come in." Mind you they never inspected the television. So, on 7/31/14 there was still no call from [redacted] so I made another call. My response was "we ordered the parts and don't know when they will come in we will call you. If you dont like that then here is the parts company and phone number you can call them." Might I add that [redacted] is located in Tampa, FL and I am located in Ft. Lauderdale, FL, roughly about 4-5 hours from their location. At that time, I called HH Gregg's customer service department to inquire about te vendor they were using. I was told a member of the Presidential Department would contact me within four hours. There was no call. On 08/01/14, another call was placed to the HH Gregg Customer Service Department. Again I was told that a member of the Presidential Department would call me within four hours and if there was no call to call them. No call at all that day nor the weekend nor on Monday. So, I called again on 08/04/14 after 5pm. After being placed on hold for over 30 minutes a member of the Presidential Customer Service Department informed me the parts are on backorder and the can not guarantee if it will be available until after 08/07/14, but we will have to wait until then to see if they will replace the unit. When I asked about the lack of customer service that was received, I was told that is protocal.Desired Settlement: Replace the unit.

Business

Response:

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

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

Review: Purchased a 50 inch 1080p LG Plasma Television, model 50pk550 on 9-11-14 during a grand opening sale at the HHGregg location in Bailey's Crossroads, Virginia (postal zip code is Falls Church.) Purchased a 5 year extended warranty plan for TV (expires 9-11-15.) TV unit begins to develop black bars across the screen; call HHGregg for warranty service. Their warranty service is 3rd party, and they changed vendors in October 2010, so they give me a different number to call. Call that number (happens to be N.E.W. Corp that was their previous warranty provider), who contact LG to send a tech to look at my TV and confirm what my claim. Tech shows up on 7-10-14 and confirms what I reported (specifically a bad chip that would require replacing an entire panel on the TV), promises to send me an invoice showing his findings (which he never did)and that I would hear back shortly with regard to resolution. Get an automated phone call on a Sunday night (7-13-14) saying a tech would be there Monday between 10 and noon; I can't blow off work on short notice. I call LG to reschedule appointment on 7-15-14, was informed that any repair by an LG tech would come out of my pocket, despite my valid extended warranty. Call HHGregg's customer service back, who route me back to N.E.W, speak with Jenny (who sounded rather disinterested) who takes my information and then tells me to call LG back if I don't hear from them by tomorrow. This sounds like a giant circle of passing the buck meant to avoid honoring the warranty I paid for by keep me aggravated until I give up and buy another TV. This has been remarkably contrary to HHGregg's marketing/advertising as a company with helpful and eager customer service that aims to please. HHGregg chooses to sell LG products, and decides what third party vendors they contract with to honor the warranties they sell, so I hold HHGregg responsible. HHGregg should stand behind what they sell, especially when their customers purchase extended warranties!Desired Settlement: I bought the TV from HHGregg so they should ensure I have my TV repaired or replaced without pointing fingers at contractor or manufacturers; how HHGregg, N.E.W. Corp, and LG determine who is supposed to pay for the repair/replacement shouldn't be my problem as a customer and should be inconsequential to me getting my repair service or replacement TV provided in an expedient manner at no cost to me; I already paid 199.99 for the extended warranty specifically in case of an issue like this.

Business

Response:

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

I apologize for any inconvenience Mr. [redacted] experienced. According to our records, the service plan administrator authorized a store credit for the replacement of the television. If he has any questions, our Call Center can be reached at (800) 284-7344.

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

Sincerely,

Review: bought section sofa on black friday, but goods never delivered after lots of calls within 2 months! want to get refund. called to get refund, but every time calls been directed to multiple people after hours of waiting on the phone! this has been the worst experience I have never had before. just refund my money to my credit card, since I never got anything from them. never want a call from them. simply too much time wasted over the phone!Desired Settlement: don't want the undelivered goods any more. need money back to my credit card ASAP! Order Number [redacted] Order Date 11/27/2014

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 about his order.I apologize for any inconvenience Mr. [redacted] experienced. We processed a cancellation and a refund for the order. He should receive the refund in the next 30 days. I have shared his comments about the delay with the appropriate department heads. We appreciate having the opportunity to answer the complaint. Sincerely,[redacted]Director, Service Operations[redacted]

Review: Salesman gave me a invoice with 5 yr warranty, now 2yr old $1500.00 tv won't work. Hhgregg said we don't have a warranty. I emailed a copy of the invoice ( which I had had written notes on ) they said it was a estimate. When clearly its not....it has a invoice number and our total. Needless to say after hours of calls and them being rude, they won't explain anything to me. They just say it's not in their system and they can't help me. I am not wanting anything free I just want to use my warranty I thought I had since I have proof. The salesman was let go... so why is it my fault he messed up my purchase!!!! Product_Or_Service: samsung tv Account_Number: invoice [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation) I just want them to honor what the salesman said he gave us....once again not my fault if he turned it in incorrectly. I thought we had a warranty this whole time thats all. I can't help he gave me a invoice showing a warranty

Business

Response:

February 13, 2015[redacted] Revdex.com, Inc.151 N. Delaware Street #2020Indianapolis, IN 46204RE: [redacted] (# [redacted])Dear Ms. [redacted]:I have received your letter regarding [redacted] concerns about her purchase.I apologize for any inconvenience Ms. [redacted] experienced. Her purchase record lists a product bundle, which included a television, a blu-ray player, and 3D glasses. It also lists an HDMI cable. We were unable to verify that she purchased a service plan. If she purchased the plan directly through Warrantech, we would not have a record of it in our system. If she would like to contact Warrantech, they can be reached at (877) 456-9643.We appreciate having the opportunity to answer the complaint. Sincerely,[redacted]Director, Service Operations[redacted]

I had a terrible experience with Hh Gregg. Bought a tempurpedic mattress on 3/26/15. I paid $1200.00 on the HH Gregg credit card and wrote a check for $1991.28. My check cleared my bank within a few days. I left the store knowing that my tempurpedic mattress was going to be delivered on Saturday 4/4/15. I was told I would receive an email confirming the delivery and I could watch the delivery. I was told I would get a courtesy call a couple days prior to the delivery to confirm. On Saturday, I was so excited and waited and waited. No phone calls, no emails no delivery. At 2pm I called the store I bought the mattress from and was put on hold for an extreme length of time. A woman came back on the line and said thought my mattress was not delivered bc it was damaged. She said that HH Gregg would reschedule for the following Saturday. I said no bc I would be out of town that day. I asked her if they could set up delivery on Friday next which would have been the 10th. So it was confirmed. During the week I got a phone call confirming the delivery. Yes, this time I am going to get it on Friday!! I got the email and I confirmed it. I never got the email where you can follow the delivery. I never got a call saying they were delivering the mattress on that Friday the 10th as the day went on. I called the store and got the sales lady [redacted] who sold me the mattress. She was very kind but kept me on hold forever. She could not find out about my mattress. Said the manager [redacted] was on his way in and they would figure it out. An hour goes by, I call back up to the store and [redacted] says they don't know what really happened to my mattress but they would reschedule to deliver it in another week. That upset me bc it was already 2 weeks behind and another week would be 3. I said no. I said I wanted my money back. I went up to the store around 530 pm. Asked for the manager and did not get a manager although he was there knowing I was coming up there after work. I had the young guy [redacted] help me to return my purchase. They agreed to credit me $1200 to my HH Gregg credit card and refund me $1779.28. I had bought 2 pillows so that was paid for. I asked [redacted] when would I get my check and the manager just happened to walk up and listen to the conversation . The manager said "she" will receive it with in 5 days!!! The manager did not apologize to me for the botched delivery or for losing a $2979.28 sale. I was shocked that he did not acknowledge me. On 4/15 I called the customer service 800 number to complain about the service and all that happened. I was given the area managers number and was told he would get back with me within 48 hours. I left the area manager a voice mail on the 15th and have yet to hear from him. Again, HH Gregg is not caring about their customer base or a sale. I check the mail and I have not received any check from HH Gregg so I call the 800 number again on 4/22 ( 12 days after I was told I would get the check within 5). Told the whole story all over again, the rep on the phone couldn't find my information then he came back on the phone and said that and I quote "your check was mailed out on the 17th and you should receive it by Saturday". I said ok and thank you. On Friday 4/24 I get a check from HHGregg for the amount of ( $579.28). I am so upset that I drive to the local store but I don't get out of my car. I called the corporate number on the back of my invoice and told the story all over AGAIN!!! But I wanted to know where the rest of my money was of $1200. After being on the phone for 40 plus minutes, they put the $1200 on my card. That is not acceptable. So they are going to mail me my $1200 to me in the mail. I requested it to be overnight to me and she said that another dept makes that decision. I think that HHGregg should do whatever they could to get my money to me. They had my money for a month and I had no product. Seems extremely WRONG!!!! So I am having to wait ANOTHER WEEK for a check that May or may not be right. And by the way, when I spoke to the rep on 4/22 he said my check was mailed on the 17th, that was a lie bc the check for $579.28 was dated 4/20/2015. I paid for a product and was told the product would be delivered and I accepted the first blunder but not the 2nd , 3rd or the fact that the managers don't want to apologize or the accept responsibility for losing a $2979.28 sale. I was not told truths on the phone and I have the proof by the check being dated different from what I was told. I want my money back to me. Not on my credit card but I want it to me like I was told. So my 5 days is going to be around 23 days! Sounds like how they deliver mattresses, you will get it in a week but 2 -3 weeks later still no mattress. Really bad service!! Really bad management!!

Bought a tv and a laptop 2 1/2 yrs ago. Also bought the extended warranty which covers anything that can happen except theft. Both I and my wife remember them explaining in detail that it didnt matter what happened, even if we dropped it off a bridge, as long as we could bring it back to them its covered. Mouse buttons ans and wifi stopped working so I brought it in yesterday and was told we didnt have that coverage. Software only they said. They had it in black and white on their computer so that made it law. Of course I cant find my papers. I understand how they would be frauded if they took everyones word about things like this, but this is bull. Somebody in that store took my money and didnt give me all I was purchasing. And I payed quite a bit extra for it. Its on me for loosing my papers, but they'll never see anymore of this familys money

Review: I purchased a Toshiba laptop from the East Washington St. store on 2/9/2014 It was a display which normally I would never buy a display but the store mgr. assured me it was brand new that they had the manual and box in the back. the cost of the computer was 600.00 The computer quit working in 6 mos. later in October I contacted the store and they gave me Toshibas warranty number I contacted Toshiba and gave them the serial number and model number they told me that computer was actually purchased 3 mos. earlier on 11/8/2013 and suggested I take the computer to an authorized computer store to see if the tab had been broken and the computer worked on this would void the warranty ! So I did and sure enough it had been opened ! I called HH GREGG customer service back and again talked to [redacted] in customer service and she told me Toshiba must have made a mistake and that all they're computers are brand new when they are sold at the store ! Then out of the clear blue 5 days later [redacted] from the E. Washington St. store calls me and says hes the new store mgr. and wants to make things right ! He tells me the computer was in dead purchased from his store 3 months earlier and was returned repaired and put back on the shelf to be sold !! He offers to sell me any computer in the store 30% off. I mean really do they think I'm going to spend even more money I already spent 600.00 on an obviously used computer that doesn't work and now they want me to spend more money ! Lets see I could buy another 600.00 computer and actually have about a thousand dollars in it I'd say that works out pretty good for HH GREGG Seems the only person I can get ahold of is [redacted] in customer service the same person who assured me my computer was brand new ! I spoke to [redacted] again offering a chance to make it right and that I knew now for sure my computer was not new and had been repaired ! I told her I either wanted a new computer of equal value or a full refund ! She said she would have to present this to her supervisors and get back with me ! After about a week I hadn't heard back from [redacted] which was not a surprise since she seemed disinterested from the start ! Finally I called her back and she said she hadn't heard back from her supervisors which usually means all they can do is have the computer repaired ! Now that's great customer service !!! I'm checking out my legal options but not before I try to get the message out to everyone I can the experience I've had with HH GREGG and they're ridiculous customer service ! I would love to talk to someone a little higher up in they're corporate office but I'm sure that would probrably never happen ! I'm sure if you contact them you will probrabley get the run around I've gotten ! I do not like being lied too !! But I do appreciate [redacted] the store mgr. at the store I bought my computer coming clean and telling me my computer was purchased by someone else returned repaired and put back on the shelf to be sold as new !! There's a local tv station I can contact next !! I will not let this go unnoticed !! Thank You so much !!!!Desired Settlement: Refund or 600.00 toward another computer

Business

Response:

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

I apologize for any inconvenience Mr. [redacted] experienced. According to our records, the computer was returned for store credit. I have shared his feedback with the regional management so that they can address any issues with their personnel.

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

Sincerely,

[redacted]%3

Review: I ordered a couch and had it delivered to my apartment to find that the frame was broken underneath, which made the back of the couch come apart. I called them and told them I wanted the couch returned and everything refunded to my account. Not only did the delivery guys show up 2 hours late (was supposed to pick up the couch between 4:30 and 7:30, but didn't show up until 9:30pm), one of them was in a bad mood and didn't even try to hide it, and they're still charging me $80 to deliver the broken couch. I believe everything should be refunded since the couch was defective when I got it and I'm still stuck without a couch. It's not right that I'm still getting charged $80. This isn't the first problem I've had with this company and am seriously reconsidering ever ordering from them again. If they don't want to make good on their issues, then I'll take my business elsewhere.Desired Settlement: I want the $80 refunded back to my account.

Business

Response:

December 4, 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 and refund.I apologize for any inconvenience Ms. [redacted] experienced. Our records indicate that the delivery charge was refunded. 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: Thursday, Aug. 7 7:15 AM Call that Gas Range was damaged. It would not be delivered, Saturday, Aug 9 , Range was delivered and unpacked. Range was left in the garage. Installer could not install and said to call Gas company. He did not speak English very well and we could not understand the problem. Called salesman,explained the problem He was to consult with manager and return call. NO RETURN CALL, Sunday, Went to Jensen Beach, Fl HH Gregg store. Manager did not know about the problem or anything about installing Gas Range. She left without saying anything. Later returned with a saleman. He spoke to us in a very unprofessional manner. He said things like" I don't need you to tell me the problem, I know what it is. I do not have to speak with you, I am not on the clock but I am the only one here that knows about installing a gas range, Call the gas company. HH Gregg is not responsible for the deliver. "How dare you to come in on a Sunday without a receipt. Monday, August 11, 2014 Called Florida Gas, they said they would not do anything. Called private Gas company, They said no problem they could hook up but thought it better to have HH Gregg to hook up for the warranty.Spoke with General Manager, [redacted] He acknowledged that he had no authority over the delivery department but would pass on our request of having another delivery man who spoke Engish and could instal the stove. Tuesday August 12, Called HH Gregg for another Delivery. The next delivery date was Friday, August 15 even though we were promised next day. We asked not to send the same delivery/ installer as the last time. Delivery manager was to return the call He did not. Wednesday, August 13,Called HH Gregg Executive Offices. They were to return the call. Friday, August 15,[redacted], same delivery man as before arrived. He said that the gas company did nothing. I reported to him that they said the Stove could be installed. [redacted] installed the Gas Range. I do not know why he did not install it the first time. Product_Or_Service: Service Plan Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund Refund of Service Plan as I do not want any other interactions with HH GREGG

Business

Response:

August 29, 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 her installation.

I apologize for any inconvenience Ms. [redacted] experienced. I have shared her comments with regional management so that they can address any issues with their personnel.

I have enclosed the service plan cancellation form. For further assistance with her request, we request that Ms. [redacted] fill out the enclosed form and mail it to the address at the bottom of the form.

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

Sincerely,

Director, Service Operations

Enclosure

-------------------------------

Request to Cancel Warrantech Extended Service Plan

I hereby request H.H. Gregg to cancel my Warrantech Premium Service Plan (PSP) and to refund the pro-rated balance to me, less any claims paid, unless otherwise precluded by law. I agree to waive any further claims pursuant to this Premium Service Plan or the product that was originally covered. This form must be completed by the original purchaser.

Original Purchase Information (Send Refund to) Same ÿ

Name ______________________________ Name________________________________

Address (original)_______________________ Address_______________________________

City________________________________ City__________________________________

State/Zip____________________________ State/Zip______________________________

Purchase Date________________________ Telephone # ___________________________

PSP Purchase Price____________________

Sales Invoice Number____________________

PSP Model Number_____________________

Customer Signature_________________________________ Date ___________________

(Original Purchaser)

Reason: _______ok per DM/RB to refund the RNWT2I-5 service plan purchased on G135-001274 if coverage has not been used and form is received by 10/03/14.

Mail To: Warranties Department hhgregg, 4151 E. 96th Street, Indianapolis, IN 46240.

Revised: 01-21-10

Review: On 3/14/2013, my husband and I purchased two Samsung Galaxy S3 cell phones from hhgregg in Frederick, MD. A 2 year warranty and protection plan was presented to us which we decided to purchase for each phone at $180 each. The full cost of the plan was required up front, so we paid for this for both phones (total of $360). The salesman ([redacted] - [redacted]) stated that if we were to encounter any issues with the phones, we would simply need to bring them back to the store and they would "take care of it." I had previously purchased a similar plan from hhgregg a few years prior, and when I had issues with the phone, I was able to bring it back to the store for analysis and replacement. Now, 18 months into our 2 year warranty plan, we are experiencing issues with the phones. I called the hhgregg store in Frederick and was told that they no longer carry cell phones, so we were going to have to call Warrantech (the warranty company) for assistance. I called them and was told that in order for them to help us, we were going to have to mail the phones in for evaluation. I told them this was not going to be possible unless they could provide loaner phones while our phones were sent back, as we do not have any other method of communication and cannot be without our cell phones. They basically refused to help me and said the only thing they could do was provide a refund for the prorated amount left on the plan. This was not acceptable as we were sold the warranty plan under the expectation that our local hhgregg store would be able to handle warranty issues. I then called hhgregg headquarters to explain what was going on to see if they could help. They said there was nothing they could do, so basically, we were sold warranty plans under false pretenses, and are now suffering the consequences of hhgregg's decision to no longer carry cell phones, as if they did, then we would be able to go into the local store for assistance as advised at the time of purchase.Desired Settlement: I would like a full refund on both of the warranty plans purchased that were either misrepresented by the sales clerk or that hhgregg is not able to honor what we were told because of their decision to no longer carry cell phones ($180 per phone totaling $360).

Business

Response:

October 22, 2014

Review: Someone used my debit card info to place an order with HH Gregg. There was a charge of $173.19 on my debit card that I did not authorize. HH Gregg said they were able to intercept the order before it was delivered to whoever ordered it. I want to know who placed that order and where it was being shipped to and they will not give me that information. If they were able to use my debit card info and my name to fulfill that order why can't they tell me where it was going to and to who. I would like to know that info so I can follow up on that with the police.Desired Settlement: I'm the victim of fraud here and I think I have the right to know who, what and where this order was going. That's what I want HH Gregg to tell me.

Business

Response:

April 23, 2015[redacted] Revdex.com, Inc.151 N. Delaware Street #2020Indianapolis, IN 46204RE: [redacted] (# [redacted])Dear Ms. [redacted]:I have received your letter regarding [redacted] concerns about the order.I apologize for any frustration Ms. [redacted] experienced. Due to privacy issues, we are unable to provide her with the information she requested. If she files a police report, our personnel will cooperate with law enforcement. We appreciate having the opportunity to answer Ms. [redacted]’s complaint. Sincerely,[redacted]Director, Service Operations[redacted]

Review: On 8-11-2013 I bought a Samsung smart tv, model un50F630 for 947.77, and bought the 3yr flat panel tv psp 199.99. I set my tv up and started using the tv. the tv kept kicking off the interent and tell me that it could not connect. I went a bought a new modem, and wifi from comast. I went back to the store and was told since it is 31 days since purchase they would take the tv back if I still had the box.. I told them I do not have the box. They gave samsungs phone and informed me to work with Samsung. I called Samsung 800-726-7864 several times claim number [redacted] I was on the phone for over 45 minutes,. I did not get a solution, Then I went back to saleslady and told what my problems with the tv. She stated that she has a smart tv and has never had a problem. Then I have called Samsung again once again told me to move my wireless which will now have to pay to get this done. This claim number is [redacted]. they informed to hard wire the tv so that they can see if it is my internet or the tv. Now today I get up and have now sound on the tv. Please note I had a flat screen 32 inch before I bought the 50. It was hooked up to a roku and wifi and never had any trouble. I turn on the smart tv and it start watching netfllix it kicks me off the interent and tells me to check my connection. This has been the major complaint. I am not able to watch apps that are hooked to the internet. This was the sole purpose of buying the smart tv to eliminate my cable bill.Desired Settlement: That they take this tv and replace it.

Review: I purchased six appliances from hhgregg, on there website they do not tell you about an installation cost for microwaves, in addition they state when you are checking out that installation is $70.00 for dishwashers. I assumed they would install on delivery, the delivery men said they did not install, I called up the install department and they then said the price was 149.00, which is not what they have on their website.

It specifically says "I am replacing my existing dishwasher, deliver and install the new dishwasher, installation services are required and an additional $70.00 installation charge will be assessed prior to delivery." This is the block I checked and requested.Desired Settlement: I spend my afternoon reordering these appliances from lowes. They have a 149.00 installation fee. They said this is our fee, they were upfront about it. Since hhgregg has now inconvienced me request they pay the $79.00 difference in installation. I contacted their management and asked them to honor their 70 installation. She refused. When I told the customer support agent at hhgregg that the installation department had told me 149.00 she told me no it is 70, then they told her no it is 149 even though it says 70, then she forwarded me to management.

Business

Response:

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

I apologize for any inconvenience Ms. [redacted] experienced. We regret that we are unable to honor her request. A list of services that are offered for each type of appliance is available on our website.

For dishwashers, the basic delivery service includes drop-off, move the old unit within the home, and haul away old unit on a one-for-one basis. The minimum charge for the installation of a replacement dishwasher is $149.99. I am sorry for any misunderstanding. If she has any questions, our Call Center can be reached at (800) 284-7344.

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

Sincerely,

Review: Order Date: November 28, 2014 Order # [redacted] Samsung 65'' 4K Ultra HD 3D Smart TV I have ordered the TV From HHgregg.com and have not received the product yet. Here is the sequence of all information regarding this bad experience. I placed the order on Nov 28th, 2014 and received a conformation email about the order. HHgregg Rep called me on Nov 30th, to confirm the shipping address and the product. Then on Dec 5th, 'Your order has been shipped!'email sent by Hhgregg. Since then, each time I track my shipping infor from the link the status has been 'in transit' up until today. did not change, no further updates. The Since Dec 9th, I have been trying to reach out the company customer care, first of all, they dont answer their phones, you have to wait more than a hour (real time) to get a hold of somebody and when you get a rep, they usually brush you off because they dont have enough info to even help you resolve the matter or even a small, tiny bit update would be enough to comfort the customer, but none of these have been experienced w/ Hhgregg by my family. I finally got a hold of a person last week, even if she was no help, I was guaranteed that a supervisor would call me on 24th until 9:30am, but again no follow up call or anything as they under promise me again. I called them back and they did not answer as I waired 1,5 hours again. I have started to have serious concerns about this company, and most importantly, I had already been charged right away for the TV as well as the delivery service which I truly dont think it can be named as service at this point. 12/26, after waiting over a half hour, I was able to find a manager ([redacted]), who was extremely short and not polite with me over the phone. She basically told me the same info of other Reps have, other than, she kept telling me with a tone in her voice that, it says on our web page that orders can take up to 30 days to be delivered with a third company involved. I dont think she understood the fact that, I reached out the third company to track the TV, they said that, they have not received the TV at all and asked me to contact Hhgregg. The supervisor, [redacted] kept telling me the third party companies take some time to deliver as I was trying tell her that the delivery conmpany does not have the TV, its even more frustrating when I have more info than them as they have not even showed any attampt of recovery or at least a better customer care with a better attitude. My question to Hhgregg I svery simple, Where is my TV? just give me an update or try to take a step further towards me as a customer. Be honest with the cuatomer and have integrity, deliver your promises and be clear with whatever problems you are having on your end that causes the delay. Up until this point, its been very frustrating as a customer. As you see, As a customer I have been doing all the connections between onbehalf of Hhgregg and the whole experience is very dissapointing and I am extremely upset with the situation and the way they treat me like nithing really happened on their end. As a family, we oDesired Settlement: TInstead of hiding from the customers, they can be very claer and update its consumers. Hhgreeg's way of handling problems isnt appropriate and makes the situation even more worse for both parties. I already have been charged full price for the TV and for the delivery Charge, somebody has to do something in Hhgregg in this matter and empathize or ask this question to their selves What level of service do we think we have offered to this customer and how can we help the customer to make his experience better?

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. 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 Mr. [redacted]s complaint. Sincerely,[redacted]Director, Service Operations[redacted]

Review: After 3 tries and more than 4 hours on the phone with HH Gregg and Ge Capital they still have not added promotion billing to my account.

Product_Or_Service: n/a

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I want all fees and interest refunded and the promotion billing reinstated.

Business

Response:

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

I apologize for any inconvenience Mr. [redacted] experienced. A representative in our Accounting department forwarded his request to GE Money, the administrator of the hhgregg card. Any changes to his account could take up to two billing cycles to show on his statement.

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

Sincerely,

HH Gregg agreed to deliver the refrigerator, washer and dryer that I purchased from them on Thursday, October 10th. This is one of the reasons that I chose to deal with them. The date for the delivery was set a month prior to the requested date.. I discovered that the company then changed the policy to no longer deliver merchandise on Tuesdays or Thursdays, disregarding any agreements that were already in place., I discovered this change only after I called to confirm the date two days prior to the move onto my new home.

This is supposed to be a consumer friendly business which should operate tat the convenience of the customer! I will not be doing business with this company again and recommend that other potential customers do the same.

Review: I made a purchase on hhgregg.com on 12/21/2014 for an Amana 6.5 cu. ft. electric dryer and purchased delivery service (which includes installation) and an electric dryer delivery kit. The correct unit was delivered, however the company just left the dryer in my basement without hooking up the device. They did not provide the proper kit to install the unit either. I paid for the service and have documentation to support this. The website says that installation is part of the delivery service. I had to pay someone additionally to finish the job that HHGregg refused to do. I contacted customer service and the driver lied to his manager. The driver said that our house did not have an electrical outlet that was up to code. This was a lie. I have photos to support this as well. My online order # for HHGregg is [redacted]Desired Settlement: I request the $79.99 delivery/installation fee back since the job was not completed and I had to pay someone else to do it for me. I request the $39.99 delivery kit to be refunded as well since the correct cord/dryer duct was not provided. This is a total of $119.98 I request to be refunded to me.

Business

Response:

January 14, 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 his purchase.I apologize for any inconvenience Mr. [redacted] experienced. In the interest of good customer relations, we processed a refund of $120. 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]

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,