HH Gregg Appliances

November
5, 2015RE: [redacted] Dear
[redacted]:I have received your
letter regarding [redacted] concerns about the television.I apologize for any
inconvenience. We regret that we are unable to authorize a refund. As indicated
on our purchase invoices, damaged products are not eligible for return or
exchange. Given that our personnel did not deliver the television and no damage
was reported before it left the store, there is no way to determine how any
damage may have occurred.We appreciate having
the opportunity to answer the complaint. Sincerely,James [redacted]Director, Service
Operations

October 18, 2016[redacted]Revdex.com, Inc.151 N Delaware St #2020Indianapolis, IN 46204RE: [redacted] ([redacted])Dear Ms. [redacted]:We received your letter regarding [redacted]’s concern about her laptop purchase.We apologize for any...

inconvenience Ms. [redacted] encountered. The incorrect model can be returned to her local store along with original packaging. She can reference invoice [redacted].We appreciate the opportunity to address the complaint.Sincerely,Stephanie D[redacted]Executive Team

March 2, 2016[redacted] Revdex.com, Inc.151 N. Delaware Street #2020Indianapolis, IN 46204RE: [redacted] Dear [redacted]I have received your recent letter regarding [redacted] concerns about his...

washer.I apologize for any inconvenience Mr. Wayne experienced. We regret that we are unable to authorize a replacement. Our representative contacted the service plan administrator and was informed that the repair was completed. If he has any questions, Warrantech can be reached at ([redacted]We appreciate having the opportunity to answer the complaint. Sincerely,Ryan [redacted]Executive Team

mso-bidi-font-size: 11.0pt; mso-fareast-font-family: 'Arial Narrow';">I have received your letter regarding [redacted] concerns.
I apologize for any inconvenience Ms. [redacted] experienced. We regret that we are unable to honor her request. Our company is not liable for any damage that may have occurred.
It is my understanding that the insurance company denied the daim. Our representatives are not authorized to override decisions made by the insurance company. Ms. [redacted] may have the option to file a claim with her homeowner's insurance.
We appreciate having the opportunity to answer Ms. [redacted]'s complaint.
 Sincerely,

December 26, 2016[redacted]Revdex.com, Inc.151 N Delaware St #2020Indianapolis, IN 46204RE: [redacted] (# [redacted])Dear Ms. [redacted]:We have received your letter regarding [redacted]’s concern about his purchase.We apologize for any inconvenience Mr. [redacted] has experienced. Our records indicate that our floor models will be delivered to him on 12/27/16 until we receive replenishment of the washer and dryer purchased. We hope the delivery goes smoothly.We appreciate the opportunity to address the complaint.Sincerely,Stephanie D[redacted]Executive Team

My refrigerator had broken down on the weekend of 8/6. I bought a refrigerator online with HH Gregg on Monday 8/8, and delivery was communicated to occur on Saturday 8/13. As soon as I walked away from the computer my bank called to tell me that my card had been compromised by their website. I had to resolve this with my bank to receive a new card.

On 8/13 I still had not received a call from HH Gregg about the delivery that should occur on 8/13, so I called them. I was informed that the refrigerator that I had bought on Monday had since sold out.

They did not call to tell me that they sold out AFTER I had already bought the product. They did not call to tell me that my delivery would not occur as scheduled. I had already gone a full week without a refrigerator and HAD to have something

Their HQ did not help at all. I had to make several complaint phone calls to reach customer service. In the end, they did not do much to rectify the situation. I am now getting a refrigerator on 8/14, but it's not the same refrigerator that I originally ordered. The only offer for my trouble was a $50 gift card for a store I'm obviously never going to give my consumer dollars to again.

I am highly dis-satisfied with the service I received from Weldon, the sotre manager at the HH Gregg location in Naperville, IL. It started with the delivery team who delivered a Samsung side by side refrigerator into my measured and approved spot and to my demise, after the installation the refrigerator door would not open due to the kitchen wall. When I called the store, Weldon, the store manager, told me that the installer, who would install my microwave and dishwasher would also would come out the next day and move the refrigerator and install my water line. The installer came out, but he said he was not told about the previous issue and he could not move the refrigerator by himself. He said the store's protocol should have been to make sure they sent two men out to do that. In the meantime, I lost a great deal of money on food that could not fit into the refrigerator or freezer. A Friday job turned into a Monday job. It was a lot of confusion and calls back and forth to the store and to the delivery department. Unfortunately, my refrigerator was not installed until after 9:30 (beyond the 6-9 pm) time window the gave me. My refrigerator and water line finally got installed properly and in a different location in my kitchen. My advice is that HH Gregg needs to hire qualified technicians who know what they are installing and where the product will be installed. I believe the technicians that came out were only following the backwards procedures that HH Gregg teaches them. However, I found out after this incident that other appliance stores like [redacted] and [redacted], for example, have floor plan layouts that they go over with the customer to make sure that their product will fit correctly in their home. However, with HH Gregg, they only are concerned about selling the product and making the profit. Consequently, this leaves the consumer with a product that doesn't fit or is inoperable to normal usage standards. This was my case when they put the side by side refrigerator in and the refrigerator door would not open. Who does this?
Overall, Weldon seemed to quickly get me off the phone and did not properly handle my concerns, nor did he call back to make sure I was completely satisfied. He has poor customer service skills and in my judgement, he is not qualified to be a manager in any capacity! Therefore, I will not ever, buy anything from HH Gregg again! You have lost a customer for life HH Gregg!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.HH Gregg should ask the agent company that HH Gregg sent to my home to install my dishwasher if they voided my warranty on their own, when I asked them for a copy of the installment documents that I was signing. If HH Gregg's installer or HH Gregg says that my warranty was not voided by what the installer told me when he came to my home, then I would be satisfied and would consider this matter settled. 
Regards,
[redacted]

February 17, 2016[redacted] Revdex.com, Inc.151 N. Delaware Street #2020Indianapolis, IN 46204RE: [redacted] Dear [redacted]I have received your letter regarding [redacted] concerns about his...

range.I apologize for any inconvenience [redacted] experienced. Given the length of time that has passed since the purchase in 2013, there is no way to verify how any issues with the range may have occurred.In the interest of good customer relations, we can offer to reimburse him for up to $100 of the cost of replacement parts. If he would like to take advantage of this offer, we request that he submit a copy of the paid receipt to the following address within the next 60 days.Corporate Office, hhgreggAttn. Communications Department4151 E. 96th StreetIndianapolis, IN 46240We appreciate having the opportunity to answer the complaint. Sincerely,Ryan [redacted]Executive Team

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The resolution described is the same thing I've been told on the phone multiple times over the course of several months.  30 days later when I call back to check, still no progress is made, and I'm another month without the $900 I am entitled to, with no recourse.  I therefore have no confidence that my issue will be resolved via the rebate vendor per this response.  I checked the rebate vendor's site after waiting 5 days, and nothing is showing pending for me.  HHGregg needs to own this issue and cut a check themselves because their process is broken, and I have suffered long enough.Regards,[redacted]

February 13, 2015[redacted] Revdex.com, Inc.22 East Washington Street, Suite 200Indianapolis, Indiana 46204RE: [redacted] (# [redacted]) Dear Ms. [redacted]:I have received your follow-up letter regarding [redacted] concerns about his refrigerator.We regret his continued disappointment. However, we are unable to offer an additional refund or an exchange.If he has not yet scheduled a service call and would like assistance with scheduling a service call, our Call Center can be reached at (800) 284-7344.We appreciate having the opportunity to respond to Mr. [redacted]’s complaint. Sincerely,[redacted]Director, Service Operations[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I cannot yet accept any resolution because there hasn't been one.  I accept that this business had contacted me, and is trying to gather information.    I will await further contact from the business.
Regards,
[redacted]

February 18, 2016[redacted] Revdex.com, Inc.151 N. Delaware Street #2020Indianapolis, IN 46204RE: [redacted] 
Dear [redacted]:I have received your letter regarding [redacted] concerns about his...

refund.I apologize for any inconvenience he experienced. We have processed a refund for the hoses. He should receive it in the next 15 business days. I am sorry for the delay.We appreciate having the opportunity to answer the complaint. Sincerely,Ryan [redacted]Executive Team

Revdex.com:
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. 
Regards,
[redacted]

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 her...

range. I apologize for any inconvenience Ms. [redacted] experienced. We regret that we are unable to authorize a return or a replacement.Most appliances come with a one-year parts and labor manufacturer’s warranty. If she needs assistance with scheduling a service call, 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]

August 19, 2016[redacted] Revdex.com, Inc.151 N. Delaware Street #2020Indianapolis, IN 46204RE: [redacted] (# [redacted]) Dear Ms. [redacted]:I have received your letter regarding [redacted]’s concerns about her...

order.I apologize for any inconvenience Ms. [redacted] experienced. Our records indicate that the haul-away service charge and the water connection were refunded. We are unable to offer any further price adjustments or refunds. We appreciate having the opportunity to answer the complaint. Sincerely,Ryan M[redacted]Executive Team

January 22, 2015[redacted] Revdex.com, Inc.151 N. Delaware Street #2020Indianapolis, IN 46204RE: [redacted] (# [redacted])Dear Ms. [redacted]:I have received your letter regarding [redacted]s concerns about the service...

plan.I apologize for any misunderstanding. We regret that we are unable to honor his request. According to our records, the service plan he purchased is administered through Warrantech. Our representatives are not authorized to override decisions made by the service plan administrator.In the interest of good customer relations, we can offer to cancel and refund the service plan in full as long as the coverage has not been used. If he would like to take advantage of this offer, we request that he fill out the enclosed form and mail it to the address at the bottom of the form within the next 30 days.We appreciate having the opportunity to answer Mr.[redacted] complaint. Sincerely,[redacted]Director, Service Operations[redacted]Enclosure

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

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
[redacted]

Purchased a new 55" TV through their website and selected in-store pickup because it was less expensive to pick it up myself. At this point, I had no problems.
A couple weeks after my purchase, the TV began to develop blotchy light areas around the edge of the screen. Per the HH Gregg policy, I decided to just return the unit for a refund. This is where things started going south.
Per the HH Gregg website, customers who purchased online, can bring items back within 30 days, to any store for exchange or refund. I wanted to verify this so I tried calling the web support number only to be told that wait time was in excess of 10 minutes, which I was unable to do at that time. I decided that I would just take the chance and take the TV back to the store anyways.
When I arrived, I happened to connect with Floyd, the store manager, along with another associate. When the associate looked at my invoice and saw that I had ordered it from the website, she informed me that I would need to contact the Web Support department and arrange to the TV picked up. She and Floyd stated emphatically that they could not take back TV's at the store. I pointed out their policy, on their website, in their store but was told repeatedly that there was nothing they could do and I would have to make arrangements through Web Support. After 20 minutes of trying I decided I could not do anything more with these individuals and left. Floyd & his associate made absolutely no attempt to try to help me get the matter resolved. When I tried to call Web Support, at 6:25 central time, they were already closed for the day.
The next morning, I called and was informed that again, they had so many calls, wait time could be longer than 10 minutes. But I wanted to get service so I held on. 32 minutes later, my call was finally answered by Barry.
I told Barry that I wished to return a defective TV that I had purchased via their website. Barry asked if there was a store located anywhere near me. I told him yes, but it was about an hour and 15 minutes away. Barry then said that my best solution was to simply take the TV back to the store where I had gotten it from originally. I explained to Barry what had happened the day before when I tried to do that very thing and was told repeatedly that I had to call Web Support. Barry told me that FexEx was not able to pick up 55" TV's and I would need to take it back to the store. After some go-around, Barry offered to get the store manager on the line to verify that I could indeed take the TV back.
After much more time spent on hold, Floyd the manager, finally came back on the line & said I could bring the TV back and it was all just a big misunderstanding. He offered to take a few dollars off another set as compensation for my troubles. I was hesitant, but I figured I would at least take a look to see if there was something else that met my requirements.
Upon arriving the 2nd time, I was told that Floyd was "out at the bank or something” and should be back in a few minutes. As I wanted to speak with him personally, I went to see if there was another TV that would work for me. After a good 30 minutes of waiting, Floyd had apparently not return yet so I decided to just get my money back and leave. As I was walking to the service desk, the young lady I had encountered the night before recognized me and saw the TV sitting nearby. I could see her face instantly get an angry look and she started to try to tell me again that I couldn’t return the TV at the store. Before she could too far, another associate cut her off and explained that the return had been authorized. She then told me that she would have to submit a “check request” and that I should have it in 5 to 7 business days even though I had paid electronically with a debit card. It was quite obvious that she was unhappy about something as she was filling out the form. Her attitude towards me was far from warm & friendly.
Based on this experience, I will never shop at this company again and will actively tell friends and family to avoid them as well. No one at the store ever attempted to apologize for what happened not to mention I never received any ‘compensation’ for all my troubles. The in-house communication regarding operating policy at HH Gregg appears to leave much to be desired. They also seem to have significant issues with training employees on good customer service.