HH Gregg Appliances, Inc.

Review: HHgregg delivered a 100% leather relcliner/loveseat to my residence on 10/23/14. Prior to their delivery at the store, I signed off on a checklist that stated if there was any prior damage to the loveseat before delivery - there was one small scuff. Once it was delivered, I noted multiple tears in the leather along with abrasions; including a broken support (wood). This 1000.00 piece of furniture is now a piece of damaged furniture that is useles for the time being.I have multiple pictures of the damage from that day but it seems you website only allow one file upload - I can provide all pics at your request. ThanksDesired Settlement: I would like it repaired ASAP, coupled with a substantial reduction in price.

Business

Response:

November 13, 2014

Review: On 3/2/13, HH Gregg or [redacted] delivered our stainless steel kitchen appliances and scratched our Brazillian Cherry Hardwood floors. The delivery driver said that someone will be contacting me on Monday. Since the 3/2/13 date, there have been multiple phone daily regarding scheduling a flooring Contractor that will be out to look at my floors. On 3/22/13, ** said the flooring contractor that they hired will be out on 3/25/13 to look at the floors and on 3/25/13 the flooring contractor looked at the floors and determined that the floors needs to be screened and refinished. On 3/26/13, told ** that there needs to be additional compensation outside of the floors due to the polyurethane fumes (have to leave the house for a couple of days), will have to take time off work, the heat in the house will be off for those days, etc. On 3/26/13 we discussed the following schedule: 4/11/13, [redacted] will start to move all the furniture on the 1st floor out of the house starting at 4:00 pm. 4/12/13, [redacted] Flooring to come in and screen the floor, buff and recoat. 4/13/13, [redacted] to move all the furniture back into the house. On 4/13/13, I notifed HH Gregg and [redacted] via phone/text/email that there were several spots that were missed with the finish, several spots bubbled up and several spots that appeared with a different sheen. Called HH Gregg and [redacted] for the next couple of days every day. On 4/17/13, [redacted] said that the flooring company would be at my house on 4/19/13 at 4:00 pm. to fix the spots that were still not right. On 4/19/13, [redacted] Flooring did not show up until 9:30 pm. [redacted] Flooring was suppose to be back on Saturady morning at 11:00 but did not show up until 3:30. The [redacted] employee told me to remove the tape in 1 hour. On 4/21/13 sent photos to [redacted] and HH Gregg. ** to be out on 4/24/13 to look at the floors and reviewed the floors in person on 4/24/13. On 5/1/13, texted ** the status of scheduling the flooring company to fix the floors and ** did not follow up. On 5/2/13, went to HH Gregg on [redacted] road where the appliances were bought and talked with [redacted] and [redacted] (GM). They told me to send my correspondence to them so they can get resolved. From 5/2/13 to 5/7/13, no update from **. On 5/813, texted ** and the earliest time is after 4:30 pm and ** said that the flooring company cannot make it. On 5/13/13, [redacted] said that HH Gregg is offering a $500 gift card for pain and suffering. On 5/14/13, [redacted] showed up and said that HH Gregg said it was only 2 spots and [redacted] Flooring left the house. On 5/14/13, ** and [redacted] said that [redacted] will now be turning this over to [redacted]'s insurance and there is nothing else they can do. On 5/17/13, [redacted] with [redacted] called and said she will be handling the insurance claim. Called and emailed her weekly and they are still processing it. On 7/18/13, [redacted] called and said the insurance claim was rejected due to [redacted] hiring [redacted] Flooring to try to correct the damage done to the hardwood floors. On 7/18/13, called ** with [redacted] delivery service and asked him where we go from here. ** said that he will talk with his higher ups and call me tomorrow after 3:30. On 7/19/13, ** called and said to get 3 quotes from flooring companies and submit them to him. My whole thing is that I bought appliances from HH Gregg and I have spoken with 8 different HH Gregg managers and no one has returned my phone calls or emails except for [redacted], who cannot make executive decisions. HH Gregg has not dealt with this issue at all even though I have requested [redacted] with HH Gregg to contact me since April of 2013 (requested both by phone and email definitely on a weekly basis or every couple of days. As of 7/21/13, the damage to my hardwood floors remain incomplete and no settlement outside of correcting the damage to my floors has not even been discussed (my personal time for weekly/daily phone calls, my personal time for weekly/daily emails, my personal time for weekly/daily texts, the 3-4 days I had to take off of work to meet the flooring contractor at my house, the 2 days we had to leave our house due to the strong fumes of the polyurethan). It has been over 4-1/2 months since this damage has occurred and HH Gregg has failed to handle this issue professionally and in a timely manner.Desired Settlement: HH Gregg has been rarely involved with correcting the damage done to my hardwood floor in which I purchased the Kitchen Appliances from HH Gregg and not [redacted] delivery company. I have requested weekly if not every coupld of days for [redacted] with HH Gregg to call me to discuss settelment for all my time I have had to put into trying to get this issue resolved (emails, phone calls, took time off work, leave our house for 2 days, etc). Up until today, I have yet to receive a phone call from [redacted] to discuss and come to resolution on some sort of settlement for pain and suffering. My wife and I still want our hardwood floors fixed and still today they are still damaged. We not only want our floors fixed but would like a monetary settlement outside of having the floors fixed.

Business

Response:

Dear Ms. [redacted]:

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

I apologize for any inconvenience Mr. [redacted] experienced. According to our records, he accepted a refund of $500 for the damage to his floor. He should receive the refund in the next 15 business days. If he has any questions, we request that he contact [redacted] at (800) 944-[redacted].

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

Sincerely,

Review: We ordered a deep freezer and paid for the deep freezer on October 2, 2014. At the confirmation screen everything said it went through, the credit card statement confirms that it was paid for, however we never received an email with shipment details. I have called back several times over the course of the last month and spoken with a rep named [redacted] (she hung up on me when she couldn't answer my question), a gentlemen (who also hung up on me after I waited 30 min; I simply said I am having a hard time hearing can I give you a call back number in case we get disconnected), a women who told me the freezer was sent via UPS, another lady named [redacted] who said the order was complete and she couldn't help me. And finally I have spoken to [redacted], a supervisor, twice now. [redacted] informed me approx 2 weeks ago that the deep freezer was discontinued and no longer in stock (this was news to us since we never received anything saying that our order couldn't be complete) but that at the time of ordering the freezer was in stock. She said and assured us that we would get another deep freezer sent out and she even gave me a new model # to which I agreed to. She said I would get an email with the new shipment details.

It is now two weeks from that conversation and I called back again and was transferred to [redacted]. She now claims that she put the issue on someone else's desk and assumed it was taken care of. I told her it was not taken care of. She said that it was in the hands of freight right now. I asked when we would receive it (since we have already paid for it). She said she doesn't know. I asked when she would know. And she again said she didn't know, that she had to send some emails around to find out.

This is terrible service. We paid for something 5 weeks ago and have been treated with disrespect, lack of answers and quite frankly like we were a bother to customer service.Desired Settlement: At the very least we want the freezer delivered within a week. We want answers as to when it will be delivered.

We also think that we should receive a complimentary delivery - we paid an additional $169 for shipment of this freezer and for it to be placed in our room of choice. The original delivery date was beginning of October.

This has been a terrible experience. We have been loyal to HH Gregg - buying our whole kitchen appliance set from them and all of our TV's. They used to be our go-to for appliances but this service is just awful. We have wasted a ton of money on groceries because we haven't received a product that we bought with the intent of buying in bulk and stocking up.

Business

Response:

November 7, 2014

Review: Hello, Revdex.com. My name is [redacted], and I took part in HHGregg's "Columbus Day" promotion which involved a rebate/gift card that increased, depending up the amount of money spent -- up to $500. October 17, 2014. I placed an online order for a "4K" television which ultimately totaled just under $1,800. This purchase, per their Columbus Day promotion, entitled me to a $150 gift card /rebate, as advertised. I was told at purchase that I could elect to have a code emailed or have a gift card mailed to my home. I elected to receive it via email. After noting that I'd be back for Black Friday (with the $150 gift card) in jest, I was also advised that the process could up to six (6) weeks -- effectively putting me right at or just after Black Friday deals. Unphased, I completed the form as instructed and mailed it off. Some time later, I was issued a "rebate tracking number." This is that number: [redacted] (Several weeks, phone calls and emails later) December 18, 2014. I received my "rebate code" via email. In reading the email, I learned that I could not use it in store (online only), tablets, computers, most televisions and several other items of interest were excluded, and I was given about a week and a half to use it (or it would expire)! Extremely disappointed, I attempted to purchase some random items (two replacement tablet protective cases, a clock radio, toy helicopter and some rca cables), only to find that the code did not work! I've placed several more calls into HHGregg only to given the same numbers I had already phoned regarding the issue. I've spoken with three (3) rebate representative and at least two (2) online customer service reps purporting to be managers, respectively, only to be promised that a new code would be sent. Important: Most interesting, after sharing the code with a rebate rep., I was even told that the code "didn't" even "sound legit!" This was a calendar week ago. Now, with about two (2) business days left before the 31st (my code's expiration), I have not heard back from anyone "looking into the matter," nor have I received a replacement code. There has been several occasions during this quagmire where I knew I/my husband was simply being lied to, and effectively told "anything" just to get us off the line. With all of the restrictions, changes, and ultimately, fake rebate code, I was baited and switched by HHGregg. Plain and simple. The Columbus Day promotion/rebate was the difference between me making that same purchase at a competitor. Thank you for your time and attention to this matter.Desired Settlement: Due to the path I've been forced to travel with this Co., the trust is admittedly broken. If my return date hadn't expired, I would've returned the purchase. I simply want what I was promised without further delay. I'm seeking a store credit for $150, as opposed to waiting to no end for an email. Thank you for your time and attention to this matter. E.

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 the rebate.I apologize for any inconvenience Ms. [redacted] experienced. In the interest of good customer relations, we authorized a store credit to reimburse her for the rebate. For further assistance with using the store credit, she can visit our store and refer to invoice [redacted].We appreciate having the opportunity to answer Ms. [redacted]s complaint. Sincerely,[redacted]Director, Service Operations[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and 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,

NEVER AGAIN will I EVER purchase another thing from HH Gregg. We purchased all of our kitchen appliances from HH Gregg 2 years ago. Our refrigerator broke OVER 3 weeks ago. When we bought our refrigerator 2 years ago, we purchased the 5 year warranty. We have had THE BIGGEST RUN AROUND with the warranty company, Best Electronics. They schedule dates to come look the refrigerator and never show up. When we call they say they had us down for another day. When they finally did show up they came at 9:30 at night (after we left work to be home between the 3-7 window they gave us). Of course they didn't have the right parts and could not fix it so had to come back again. It took weeks to get them back out. In the meantime, we still have no refrigerator. Same story- no show, no show, no show. They said they would be here tonight to fix it between 3-7pm. Yet again we had to take off work to get here by 3pm. It is now 9:45 pm and they still are not here. When we call Best Electronics they say "We are on our way." If they do even show up it will be after 10pm. What kind of customer service is that? We have not had a refrigerator for over 3 weeks and no one seems to care. We paid a large sum of money for a warranty and cannot seem to have the company fix it. This is the worse customer service I have EVER experienced. Beyond disappointed. Next time I will purchase from Sears.

Review: I purchased a Whirlpool Refridgerator model # WRS526SIAE on Sunday 12/01/13 at HHGREGG Chattnaooga,TN. I found a great buy with a scratch and dent model it was on sale for 1199.00 and since it was beat up a little the salesman gave it to me for 899.00. The salesman [redacted] also informed me that it was missing shelves and bins and that they had already been ordered and should be in any day now I told him I would hold off on delivery until the shelves arrived since I live so far from the store. He stated that he would call me on Monday 12/02/13 and give me a definite day of when they would be in. I never received the phone call Monday. Wednesday evening I get home from work and still nothing so I call the store, I told them the reason for the call and was placed on hold. The gentleman came back to the phone shortly after and said that he spoke with my salesman [redacted] and the shelves still hadnt arrived. I then asked for an estimated time of arrival for the shelves and was simply told that they was waiting for the wirlpool rep to get back with them. I then waited until Friday 12/06/13 ,still no call from anyone with an update on the shelves or my delivery, and called back to the store. I received a different answer that the whirlpool rep had been on vacation all week and no one was able to find out anything about the shelves? I asked the receptionist to please have the salesman call me as soon as he heard something. I then waited until Wednesday night 12/11/13 to call back since I still had not received the first call about my purchase and asked to speak with manager. [redacted] shortly answered the phone and I told him the problem I had. [redacted] took down my information telling me that he had some shelves arrive earlier that day he was going to check and see if they were in fact for my Whirlpool and he would give me a call back. A few hours later [redacted] called me back to inform me that he was sorry that appearently my Whirlpool had been sold to another customer or sent back to the warehouse due to it not having the shelves. [redacted] then told me he would just have a new Whirlpool set up for delivery and sent to me on Saturday 12/14/13 and that he would have someone call me the next day thursday to set the delivery up. Needless to say no one called me on Thursday. I decided to call once again this morning to find out that my name was not on the delivery list! The lady took my information checked in the system and said that she was showing that I should be getting my delivery tomorrow and I assume that she then put me on the delivery list because 5 mintues after I got off the phone I received a call from the delivery dept confirming my delivery address. Anyways, this entire purchase has been a disaster and very highly upsetting. My father has spent several thousands of dollars in this store on TVs and electronics and my experience has definately changed our outlook on this business.Desired Settlement: I feel that I saved 300.00 on the purchase. However once its all said and done it will have taken 2 weeks for me to get my refridgerator and in all actuality having to eat out for every meal with my family since I had no refridgerator has cost me well over 600.00 in food. So in reality I did not save any money at all by making the "deal" on the whirlpool. I do not think that the store should be entirely responsible for it since I expected to wait a few days on the delivery in the first place. However, at least half the money in a gift card or store credit to redeem themselves would be sufficient and a good way to make this horrible adventure end on a better note.

Business

Response:

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

I apologize for any inconvenience Mr. [redacted] experienced. According to our records, he received the refrigerator. I have shared his comments with the regional management. We are strongly committed to providing the best in sales and service and we fell short of our goal in this instance.

It is my understanding that he received a substantial discount on the refrigerator. We regret that we are unable to honor his request for a refund.

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

Sincerely,

Review: We purchased a refrigerator from HH Gregg. Item was delivred on 9/10/13. A water line needed to be installed for the Ice Maker. HH Gregg arranged for a contracted Installer Interstate to install the line. This company installed water line in our basement on 9/14/13. We paid $100 to have this line installed. On 9/22/13 when we went to our basement we discovered our basement flood and the copper water line installed by Interstate (hired by HH Gregg) burst and was spraying water throughout our basement. As a resuult we had over an inch of water in our basement, walls ruined, insulattion runed and several personal belonging destroyed. Upon calling HH Gregg they told us we needed to file a claim and they would see how soon they could get someone out to repair but that may take a few days. As the water continued to flow into my basement from the pipe, we phoned our personal Plumber who came to the house and repaired the problem. It was the clamp that Interstate installed incorrectly which resulted in the burst pipe and flooding. On 9/23/13 and 9/24/13, we made several attempts to contact the HH Gregg Store in Orland and Interstate to resolve our loss. Interstate came to the house (they sent the guy who installed the pipe orginally), he confirmed it was their mistake and he took pictures of the damage and said they would get back. We phoned the Store Manager at HH Gregg a person named [redacted] who assured me we would have resolution by the end of the day 9/24/13. Needless to say nobody called back. In the meantime I have water damage in our basement, and mold and mildew is setting in. Nobody from Interstate or HH Gress are taking responsibility. We did phone the HH Gregg Store during the evening of 9/24/13 and that store manager said we need to talk to the Installer. HH Gregg hired this installer, we paid for it, then paid for a repair of the pipe of $180 and in the meantime we have damage to our home and HH Gregg continues to give us the run around and taking no responsibility.Desired Settlement: HHGregg demand that their Installer that they hired (which we paid for) re-pay us or repair all the damages to our home due to their faulty installation problems and quit pointing fingers at each other and realize they are responsible for this problem. As mold and mildew set into our home it can and will cause very serious health issues.

Business

Response:

Dear Ms. [redacted]:

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

I apologize for any inconvenience Ms. [redacted] experienced. It is our understanding that the delivery provider is forwarding the claim to their insurance company and she should receive a call within the next few business days.

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

Sincerely,

Review: Sent my camera to be serviced on 5-17. I had purchased a very expensive extended warranty with this camera, allowing it to be serviced for any issue. I was told that it should take 2-3 weeks. That if it is repaired it would take more, less if it was deemed "unrepairable" and a store credit would be issued for me to buy another camera. I called NON STOP for weeks trying to figure out what was taking so long on my camera, and I was finally issued a store credit of 932.00 on 6-26 (weeks past the 2-3 weeks I was told). I went in to get my camera, and was helped by someone named [redacted]. About 5 min into helping me, [redacted] asked me to hold on for a min. He didn't return for about 20 min. When he came back, he apologized, saying they were short staffed. He then proceeded to tell me that he doesn't even work this store, that he travels from store to store working and that this store was one of the most unorganized stores he had been to. He told me that he would not buy anything from this store. My credit was 932.00. He offered me the camera (799.00) and asked if I wanted the extended warranty for 200.00. I told him that I didn't have 200 left on my credit, that there was only 132.00 left, and he offered to discount the camera to make up for the 68.00. I declined, because I didn't want to go through this again, but told him instead I would get 200.00 worth of products. I picked out a grill for 100, a fire pit for 60.00, and a open box deal on an iPhone dock. I made a comment that the products were about 204.00 and asked if that would [redacted] then talked me out of that dock, saying that it wasn't a good one, and with it being an open box deal, there was no telling what was wrong with it or if it had all the cords, again mentioning how unorganized the store was. I ended up finding a cheaper on for 30.00. During this time, [redacted] walked away from me and helped other customers when I was in the middle of talking, and was no where to be found a couple times. When I got up to the front of the store they told me that they would not allow me to get any of the items because my step dad wasn't with me, and they had issued the credit under his name....even thought the warranty was under mine, and I had all of the information including the invoice numbers and conformation numbers on the credit. I offered to call my step dad to get verbal permission, and they wouldn't allow that. I then left (Now being at the store for almost 2 1/2 hours, when it should have took about 20 min), and called corporate the next morning (6-27). They fixed the issue where I could go and get the items myself. When I got back to the store, I decided to get a tablet for 60 instead of the fire pit. When he run up my items, he refused to give me the credit so that I could get the other items, telling me that the only way he would allow me to get the credit was if I bought their warranty. I explained to him that not only was that not what I was told yesterday, but that [redacted] even helped pick out the items, he told me that doesn't matter, if I chose to get something else instead of the warranty, that it was my choice. I called corporate when I got home who directed me to the store manager, Andrew. When he answered the phone, he couldn't hear me, but I could hear him (Bad connection). He said hello, and when I said hello back, he didn't hear me, so he sat the phone down and started to rudely talk to whoever was next to him telling them about our situation and making it sound like we were trying to pull one over on them. I then talked to the store director, Bryan, who told me that he wouldn't do anything for me either. So basically, I was offered a 68.00 credit that they went back on because they didn't like what I wanted to use it for.

Business

Response:

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

I apologize for any inconvenience Ms. [redacted] experienced. Our records indicate that she used the full amount of the store credit she received for the replacement of the camera. We are unable to provide her with any additional store credit or a refund.

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

Sincerely,

[redacted] Director, Service Operations

Review: I purchased an upright freezer from the Glenwaycrossing HHGregg store 10/17/14. Let me begin with a compliment on the service I received from [redacted] that day. He was more than helpful with pricing and delivery set up. He was able to set up delivery for 10/20/14 and reassured me that I should receive a call with a window the night before. He was not able to give me any kind of window or day/night determination as the delivery times were computer generated. I was pleased that he was able to set delivery up for Sunday as the freezer I had relied on was no longer working. Monday came and went. By Tuesday, I placed a call to [redacted] and was informed that he had made a mistake and forgotten to change the delivery date in the computer as there must be a process different for floor models. He was able to fix but delivery was not available until Sat. I was not upset that he made a mistake but more that I was now going to be inconvenienced more than I already had. I would only be available for delivery Saturday am as I have other plans that I am unable to change. As I was repeatedly informed, nothing could be done and this is all they had available. I requested to speak to a manager and was transferred and placed on hold. After waiting approx 10 min, [redacted] stated manager would call me back in about 10 min. Almost an hour later, [redacted] returned my call and had no idea who I was or what the call was regarding. A complete breakdown in communication became very apparent to me with this location. I had a very unsatisfactory conversation with [redacted] S. He was not willing to attempt to correct this situation for me. I had requested multiple numbers for contacts that may be willing to help but was not given any other number but customer service. When asked for [redacted]'s superior, [redacted], I was notified that he would be on vacation until Monday 10/27/14 delaying any solution to my problem. I then requested the name and contact information for [redacted]s superior and [redacted] was unable to supply this information stating he would have to investigate and get back to me when he was back at the store Thursday 10/23/14, after 1 pm. Again, no solution or contact to enable me to investigate a solution. My frustration is the inability for the customer (myself) to properly contact superiors so that one can be aware of the false promise for delivery and in the unfortunate event the salesmen had missed a process, delivery would be delayed no one was able to compensate me for my inconvenience. I have a right to contact the proper associates so that I feel that I have received the best service in a timely manor and then can make a positive recommendation. My hands are tied and [redacted] S was less than cooperative with providing the information. What I am now aware of, is that HHGregg as a cooperation, is not concerned with customer satisfaction nor customer service as [redacted] S. was following procedure and there was nothing he could do and he would not allow me to speak to any of his superiors in a timely fashion. I would like to say I can recommend this company to my family and friends and would plan to do future business, but who wants to support a company who doesn't support their customers.Desired Settlement: It is impossible at this point for me to receive my appliance by Friday 10/24/14 as I had requested. At this time, I would like to receive an explanation as to why as a customer I can't speak to someone who has control over the delivery process or management to clarify HHGregs processes to make me a believer that this company cares about customer satisfaction. Maybe customer relation training for those associates in management, like Steve S, so he may be a problem solver, not a problem maker.

Business

Response:

October 30, 2014

Review: At this point I am extremely disappointed with this process and the people H.H. Greg contracted to deliver our appliances. We have a hardwood floor that I had spent the last 3 months cutting, installing, sanding, staining and finishing. It was done for 3 weeks when the appliances were delivered. When the delivery men brought the appliances, I asked him to use felt pads, which I supplied, and expressed to him that the floors were new and I didnt want them scratched. I was able to put them on the stove legs but the delivery guy would not let me put them on the refrigerator because it is on wheels. I asked if there was anything they could do such as laying down a rug and they said no, well we do have a mat we can put underneath the fridge when we move it in but it doesnt always work the greatest, it should be fine on the wheels. My thought is its better to try and prevent the scratches then to do nothing at all. When they moved the fridge, the wheels must have had rocks or debris on them that damaged the floor. So they gave my [redacted] (their boss) number and asked me to contact him about the damages. I contacted him right away and he was extremely rude from the start and made me feel like it was my fault his men damaged the floor. After going back and forth for several hours I agreed to allow him to come over and have someone look at the floor to determine the damage. In the mean time I contacted my insurance company and got a quote. I told him either Monday August 4th or Tuesday the 5th worked for him to send someone out, he told me Monday was too soon and he will try and line something up for Tuesday. I did not hear from him on Tuesday morning with a time so I contacted him at 3:15 pm asking for his bosses information. He contacted me back at 5pm with his bosss name but would not give me his number, he then advised he will be bringing someone out at 7pm. I feel it is extremely unprofessional to inform me two hours before arriving, so I had to cancel my plans. When he came out to the house he brought a contractor that he stated he just met that day, that was very suspicious to me since they rode together but I still let them come in, when he entered my home he walked across brand new carpet and hardwood floors with his shoes on which I felt was also disrespectful. While they were inspecting the damages he insulted my workmanship on the floors and stated you are just doing this so you can have a professional refinish the floors because you dont like the job you did. He said this to me in my home in front of my wife after we just spent 3 months putting this floor in, working on it every weekend and every night after work. He also said this after his contractor said, wow, you did this floor yourself it looks great. I did not respond to his comments, he continued to be insulting and then wanted to have his flooring contractor spot repair the board. I asked him if he looked at the insurance estimate I emailed him, he advised he did not have time and was not home all day, he had his smartphone with him so he couldve pulled it up right there. He advised they would cover a spot repair and he would not look at the insurance estimate. I said I would need his insurance information to give to my insurance company. He advised he would send it to me. I waited until Friday and did not hear from him so I contacted him again asking for the information. He contacted me back with his name and number and said he would not setup a claim with his insurance, told me to file it through my insurance and at the end he said Good Luck. At this point I decided to contact H.H. Gregg. I bought my appliances and installation from HH Gregg, so I feel HH Gregg should fix my problem then deal with the contractor H.H. Gregg hired. I am the consumer, I should not be treated this way, I had nothing to do with causing this damage. The plumber sent out by H.H. Greg that same day told me that if Best Buy sent him to do an install and he caused this kind of damage Best Buy would never use him again as well as make him pay for the damage. I purchased these items from H.H. Greg, I have been a huge fan of your company for the last couple years, as all my appliance purchases have come from H.H. Gregg, but this process has completely changed my mind. I handle homeowners claims for a living and if anyone I worked with treated a client like this I would never use them again and would make sure not to recommend them to anyone else and that is what I feel like I should do with your company now. I deal with homeowners who are replacing appliances daily, I know builders and contractors from all over the fox valley and U.S. and in the past I have recommended that people look at H.H. Gregg because H.H. Gregg is trustworthy, friendly, and offer price match, but if this is how the delivery people H.H. Gregg hires treat your customers I will go out of my way to make these same people know about what happened and the type of service H.H. Gregg and their affiliates provide.Desired Settlement: Settlement of $5000

Business

Response:

September 5, 2014

Review: I purchased a washer and dryer from HHGregg in December. The sales associate talked me into getting an HHGregg credit card as well so I did. They scheduled a delivery and when the delivery was made, the installer broke a pipe in the wall causing water damage throughout the living and dining room. HHGregg arranged a mitigation company to come out and told me not to worry about the damages, they would take care of it. After 3 weeks of trying to get the issue resolved (and after being told they would take care of this), they passed the issue on to the installer who, in turn, turned it over to their insurance company who is denying my claim and refusing to pay anything... despite the installer telling me he broke the pipe and him apologizing many times. Now, I've had no washer or dryer for a month and a half, I have water stained and destroyed carpet and padding,I'm getting collection calls from the mitigation company, damaged walls and floor boards in the laundry, a bill for a plumber to repair the damage, a hole in my drywall, and having to take time out of my week to do laundry in a laundromat instead of my own home. I've tried going into the store and was told they won't handle this. I reached out via social media and was promised a call... never got it.Desired Settlement: I need my damages repaired. That includes new carpet and padding, the damage in my laundry room repaired, the mitigation company to be paid so that they stop contacting me, the washer and dryer THEN delivered in installed. On top of that, I've been paying regularly on my HHGregg Credit Card for a service I've never received.

Business

Response:

Good morning Ms. [redacted], please be advised that the Insurance carrier, [redacted] has fully investigated and denied liability of this claim. I have attached hereto a copy of the denial letter. Mr. [redacted] and Ms. [redacted] do not agree with the carrier's decision they will have to appeal their denial with [redacted]. Therefore, we are closing the claim at this time.

Thank you for your attention in this matter,

[redacted], Claims Department

Do not honor company policy and ads

Went to the HHGregg in Fenton, Missouri over a year ago and bought a brand new washer and dryer with our tax refund. Only wanted to spend $700 or so. Got the washer and dryer for around $300 each, but were talked into the extended warranty for another $200, which the sales guy insisted would cover anything and everything for 5 years. If it couldn't be fixed, they would replace it with a brand new unit.

My dryer broke a month ago (pretty sure it's something simple like a belt), and I called for them to replace it. I was told by this woman that a repair guy would be in touch about a service call. He never was. 2 weeks later, I called again, and was told by a man that they gave me store credit instead of coming out to fix it (good to know, right?) and that he couldn't tell me how much it was. So I go up there, and I'm informed by the "customer service" lady that it hasn't "come in yet," and she'll call me when it does. Meanwhile, I'm without a dryer, which is a giant inconvenience, and I feel like they should replace it and then some, for all the trouble this has been.

Never buying anything else from HhGregg again. Ever.

Review: I bought a LG washer and dryer set from hh Gregg on 9-14-13 and had trouble ever since. My dryer stopped drying clothes all the way and left them damp. Service tech came out on 12-31-13 and said I needed parts replaced. He ordered the parts and came back on 1-15-14 and replaced the thermostat and the thermistor. Dryer stopped dryer again so he came back out on 2-6-14 and had to replace the whole main control unit of the dryer. Dryer stopped working again on 5-13-14 so I called again. Each time I call I have to wait to 2-3 business days for a return call from the service department to set up date for tech to come out. Then if parts are needed then its another 3-4 days. Then I have to set up return date for tech to come out. So every time I have this problem I'm out of a dryer for two weeks. This really puts me out and I'm a single mother with 3 small children. I called LG and they don't have a lemon law. They said that the tech has to replace parts three times before they would even consider giving me a new dryer. And the three parts replaced has to be major parts and the tech has to say it is not worth replacing. Also, when my new washer and dryer were delivered from hh Gregg they dropped my washer off the ramp of the delivery truck. They brought me another washer and I had that for one month and it stopped working. The washer had a cracked drum and it was unfixable so they brought me a new one and now that one is not making the right sounds. I believe they just fixed the one they had dropped and bought it back to me.Desired Settlement: I want a new dryer and if the washing machine does have something wrong with it I want a new washer too. If they don't want to do that then I want all my money back to go somewhere else and buy a new washer and dryer set. I can't keep being put out like this. I keep missing work to have them come fix things. I need my time for my children when they are sick or for my own illness. I have lupus and fibromyalgia and miss enough work as it is!!!

Business

Response:

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

I apologize for any inconvenience Ms. [redacted] experienced. The manufacturer has authorized a replacement. A representative should contact her within the next few business days to make arrangements.

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

Sincerely,

Review: I ordered a dishwasher online on 12/16 including delivery and install. Called on 12/19 to check on delivery date and set one up for the 12/27 between 8am and 6pm. On 12/27, having heard nothing further, I called and was told the order had been cancelled, was transferred to online customer service, spoke with [redacted] and she said the order had not been cancelled, but no delivery date was ever set up. She transferred me to [redacted], who was working the supervisor line, she told me that [redacted] told her the order had been cancelled on 12/19 and that my account would be credited within 10-15 business days. She was unmovable on what she cited as "company policy." I told her I had never cancelled the order and was it possible that while setting up the delivery, the customer service agent had inadvertently cancelled the order? She said that was possible, but it didn't change "company policy," and the money would be refunded in 10-15 business days. The money, a little over $800, was immediately taken from my account and I wondered why it couldn't be returned as promptly. The answer was "company policy." After going around and around for about half and hour, I realized that this was going no where. I sent an email to their customer service and got a response that the order had been cancelled "by the customer" on 12/19 and the money would be returned within 3-5 business days. The shifting sands of what HH Gregg calls customer service makes no sense. I actually got an email on 12/24 thanking me for my order and providing me with a coupon promo code for any subsequent purchase over $249.00. One agent says the order was canceled, one said it wasn't and the next tells me it was. One says a refund per, company policy, will take 10-15 days, a customer service email says 3-5 (which by the way has yet to occur although the alleged cancellation was 12/19). Furthermore, no one tried to re-establish the sale.Desired Settlement: At this point, I wish to have no relationship with HH Gregg, now or ever. Their inability to consider that they might have made a mistake and just get us a dishwasher indicates to me that they have no interest in their customer beyond the dictates of "company policy."

Business

Response:

December 31, 2014[redacted] Revdex.com, Inc.151 N. Delaware Street #2020Indianapolis, IN 46204RE: [redacted] (# [redacted]) Dear Ms. [redacted]I have received your letter regarding [redacted] concerns about his order.I apologize for any inconvenience Mr. [redacted] experienced. Our records indicate that a refund was processed. If he 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]

Review: STILL WAITING FOR REFUND, 11 DAYS LATER.

ON 3-29-14 I RETURNED A WASHER AND DRYER I PURCHASED ON 3-28-14 BECAUSE THE WASHER DIDN'T WORK OUT OF THE BOX. I PAID $800. CASH AND THE BALANCE ON MY CHARGE CARD. THEY REFUNDED MY CHARGE CARD, AND ONLY GAVE ME $250. BACK IN CASH, AND TOLD ME I HAD TO WAIT FOR THE BALANCE OF $550. IT HAS BEEN 11 DAYS AND I STILL HAVE NOT RECEIVED MY MONEY. I STILL NEED A WASHER AND WAITING FOR MY MONEY IS NOT RIGHT. THIS MAKES IT HARD ON SOMEONE TO REPLACE WHAT THEY NEEDED IN THE FIRST PLACE.Desired Settlement: MY MONEY NOW.

Business

Response:

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

I apologize for any inconvenience Ms. [redacted] experienced. We regret any misunderstanding. According to our records, a refund of $114.63 was applied to her credit card. A refund check of $550 was processed as well. 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: Dear Sir I returned a King size mattress July2013 due to middle sagging after one year. I was given credit of 767.99 per the manager of store [redacted]. I went to the store to use my credit plus paid extra for delivery. The delivery came and when told them I didn't have king mattress they went back into bedroom and removed my new bed. I was told at time of return that they did not want bed back due to bed bugs and it was scrap per manager of store. I was never told to return mattress to store this is two years later what would I have been doing with it Now after talking to customer service yesterday 13oct14 thinking everything was settled they come today 14oct2014 and same thing will not deliver my things I bought because they want my King mattress after explaining I don't think they understand that I was given this credit from their manager at the time . I am writing this because I have really been treated badly and only want what's owed to meDesired Settlement: I would like a refund of my mattress in check or cash I will never shop again in store terrible customer service

Business

Response:

November 13, 2014

Review: On September 7th, 2014, I purchased a freezer online and selected to send it to the store. Prior to adding the item to my "cart" it was listed as 24 months interest free, after it was listed as 12 months. I immediately emailed the company, the response was to contact them, which I did Sept 10th and approximately 10:10 AM. I was advised that this was not an issue and would be corrected on my HHgreg credit card statement in a couple of months. I picked up the freezer after my conversation under the impression that this would not be an issue. A couple of months later and my promotion still appearing as 12 months on my HHgreg credit card statement I contacted Syncrony bank, HHgreg credit card issuer. I was advised to contact HHGreg for resolution. I emailed several times to [redacted] at corporate to no resolution and was advised to contact whomever told me this, as if that is possible when dealing with a call center. She also denied my request for a manager to contact me. I called back to the same number that I initially called and got in touch with "Supervisor" [redacted] on November 28th. After several back and forth, she finally agreed to look into the issue and contact me back within 24 business hours. That elapsed on December 1, 2014 and she has yet to contact me for a resolution. At this point, HHGreg has blatantly lied to get me to go ahead with my purchase as I planned to cancel the purchase but was guaranteed it would be resolved back on September 10th. I feel as if they lied to get a sale. I know they keep recordings and could easily verify this information provided to me on September 10th but refuse to do so. I don't care what "promotion" was going on the day I made the purchase, I called and was informed this would be corrected so mislead me into the purchase.Desired Settlement: Either my promotion is changed to 24 months no interest as promised, allow a return this late after purchase because I know 12 months of interest free isn't feasible, or credit my account for the amount of interest that would be accrued from the date of purchase to the 24 months mark. An additional gift card sent to me by mail would be nice considering the stress and suffering I have endured due to this ongoing issue.

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 his financing.I apologize for any inconvenience Mr. [redacted] experienced. We are unable to offer him a refund. However, a representative has sent a request to the card administrator to have his finance period changed to 24 months. Any changes can take up to two billing cycles to show on his statement. We appreciate having the opportunity to answer the complaint.Sincerely,[redacted]Director, Service Operations [redacted]

Review: I ordered a TV online from HHGregg (order # [redacted].) After a week it hadn't shipped, so I called and cancelled the order. A month later and the order is still listed as "processing" and I still don't have a refund issued to my credit card.

Whenever I call to try and talk to customer service they put me on hold and never come back.Desired Settlement: I am due a full refund.

Business

Response:

October 30, 2014

Review: I purchased appliances at Hhgregg store on 7/2014 and submitted the rebate form.

And according to HHgregg rebate tracking web site they received the form 7/2014 and mailed the rebate card.

But I moved to different area so I called 9/2014 to update the address. And HHgregg representative told me since rebate card is already issued, they have to cancel the previous one and reissue the new card. And they told me that it can take up to one month. So I waited till 10/2014. And I called them again because I didn't receive rebate card and I spoke to representative whose name is [redacted].

And she told me that they will send a rebate card around 10/6/2014 and I should receive the card around 10/10/2014 which I didn't. So I called again today(10/14/2014) and spoke to another representative. and she couldn't explain why I didn't receive the rebate card. She asked for new address again. and she told me to wait another 14 - 30 days to get new rebate.

I am not sure what kind of rebate system HHgregg have. I think they are lying to their customers or ignoring customers. When I called Hhgregg on 9/2014. representative collected my new address and she said that she will reissue rebate card. but I think they didn't reissue the card. I think representative didn't even update my address. I am worried that they will ignore me again.

I have to wait another 14 -30 days.

Business

Response:

October 30, 2014