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TV Purchase gone bad
Posted by Mlindsey5 on 02/19/2008
RALEIGH, NORTH CAROLINA -- My husband and I have been considering upgrading our TV. We have been wanting a flat screen and larger TV. So we did some research and on Saturday it was on. We went to every store possible even Tiger Direct. We went to HHGregg on Capital and picked up a sales paper as we went in. Needless to say with it being President's Day weekend there were GREAT sales every where. Well they had a TV at an unbeatable price, but they were sold out. We called the Brier Creek location and they had one left. We asked the sales guy if they could hold he said sure and we went straight there. We got there. Saw the TV, PAID for the TV got our receipt. Then we asked if they could hold the TV while we went to the movies. ( NOTE: We had planned on going to the movies in Wakefield, but changed all of that when we learned that Brier Creek had the TV) The guy said sure.....since we had paid for it. He gave us our copy of the receipt and the blue copy he took to the back to put it on our TV. He marked sold on the receipt and went on his way. We leave and go to the movies.

We return right after to pick up the TV. I had my receipt out to show the sales guy when he states "we have an issue" I was like what....He stated "We accidentally sold your TV, however we are going to give you a better TV to replace what we did" Cool I told him. So we get to the information desk to make the switch. At that point we were told it would be an additional $53.00 to do the exchange. I asked what for. I was told that the TV we were getting was $300.00 more than the one we purchased and that one was the most comparable one to the one we purchased, but they could not just give it to us... At this point I became livid..... ARE YOU SERIOUS!!!!!!!!!!

So let me get this straight you sold the TV that we purchased.... notice I said purchased.... not put on hold or financed.... we paid for it out right. So the manager said "It is only $53.00" Now I am MAD. I told him it is not a money issue. It is the principal of the matter. Our TV is gone and it is not our fault that it is gone. They would not budge. The manager felt I was being unfair because of the "deal" he was offering us. I told him it is not our fault the next TV you have in stock is $300.00 more than the one we got. The only reason it was $300.00 more was because the one we got was on sale.

We finally got our money back and I told them that I was going to tell anyone who would listen what they did. Because when you get good business you tell a few people. But bad service you tell everyone and this was DIRTY!!!!! business.

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Posted by Principissa on 2008-02-19:
I would have demanded they refund my money and then told them where they could shove the 53.00.
Posted by Anonymous on 2008-02-19:
Prin... I think they did
Posted by Principissa on 2008-02-19:
LOL, I guess they did! :)
Thank you for the warning mlindsey55!
Posted by Anonymous on 2008-02-19:
So....was the movie worth all the trouble???
Posted by mlindsey5 on 2008-02-19:
No the Movie was just alright. Thanks for the feedback. I sent an email to my distro list which has over 100 people. I have gotten a lot of negative feedback about HHGregg. Wish I had known then what I know now.....LOL
Posted by Principissa on 2008-02-19:
I just can't get over that they sold you're already paid for television to someone else and then wanted more money from you for a different one. You weren't the one who screwed up, they were.
Posted by shayen on 2008-02-19:
That sure is some lousy customer service you experienced. If it was "only $53.00" then the manager should have eaten it and kept a satisfied and happy customer. After all, YOU did nothing wrong, it was THEIR screwup and they need to make good on it.

Here is the CEO's name, phone number and address. You should contact him:

Gerald W. Throgmartin, Chairman/CEO
(919) 449-0278
7801 Alexander Promenade Place
Raleigh, NC 27617

Posted by tugboat on 2008-06-28:
You have the right to be angry. They took the responsibility of holding the TV. In retail, a complaint is just a second opportunity at great customer service. I still feel you let your emotions get the best of you. You had the ball on their court and you handed it back to them. If you had stayed with the ball, you would certainly have scored paying the $53 or not paying.
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HHGregg Return Policy
Posted by Billstur on 11/20/2008
PIQUA, OHIO -- We purchased a small refrigerator that was on sale from the HHGregg store in Piqua, OH. It's been one big hassle. I am 65 years old, and it's a 50+ mile round trip.

The hassle began when I called to see if it was in stock, they said it wasn’t, and I'd have to come in and pay for it, before they'd order it. They wouldn't take my credit card over the phone. So I drove over and paid cash.

When it came in, I called and asked if they'd deliver it. They told me I had to come in first and pay for the delivery, (they would not trust me to pay the delivery man). So I called a friend, and we went to pick it up instead.

When I got it home, it was defective, it wouldn't cool. I called the store, they told me to call the service center, who told me I'd have to call the manufacturer. I called them, they said they'd send someone out to fix it.

After no one came to fix it in the next five days, I called the store back. I talked to the manager this time. He said he'd order me a new one, but I had to bring this one back, before he'd order it. That would be two more trips over and back. But I said OK.

This morning we decided to just get our money back, we had enough hassle already. When I got to the store, I told the manager I just wanted a refund. He got a little pissy, and said that’s not what we agreed on last night. I told him I changed my mind, we’d already had too many problems with this.

He said he’d give me a refund, but he had the right to charge me a 20% restocking fee. (That was about $54.00.) I asked him how he could charge a restocking fee when he sold me defective merchandise. He said I should have read the back of the invoice. I said I’d pay the restocking fee, just write it up. When I asked for the cash back, he said they’d send a check in the next 7 to 10 days, he said they also had the right do this as it was also stated on the back of the invoice.

Before I walked out of the store, I told him he was going to get a little publicity. I’d write the Attorney General, Better Business Bureau, and post this on several web sites. He said didn’t seem to care.
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Posted by Anonymous on 2008-11-20:
Your best revenge would be to file a small claims court case against them. Make them spend their time and money to defend it, and odds are good that you'll get your money plus expenses back.
Restocking implies that the item is going back into inventory. This isn't something they can do with a defective item.
Posted by billstur on 2008-11-20:
Thanks for the advice. I'll keep that in mind. But both the Attorney General and the Ohio BBB have sent letters to HHGregg, and I sent a letter to the President?CEO of the company. If none of this produces results, I'll try the small claims court.

But it been my experience that the AG and BBB do work. I've only had to resort to using them in a few situations. And there were always very good results. Once I only had to mention the AG, and the company decided to give me the $1,000.00 that it was trying to bilk me out of.

I think I'm on a mission. I've also posted the on every web site I could find about consumer complaints.

Below is a list of some of those sites and the address of HHGregg's president;

Gerald W. Throgmartin, Chairman/CEO
(919) 449-0278
7801 Alexander Promenade Place
Raleigh, NC 27617

Ohio Attorney General
http://www.ag.state.oh.us/citizen/consu ... laints.asp

Ohio Better Business Bureau

Consumer Advocates

Consumer Affairs

Measured Up Site
http://www.measuredup.com/review/Idioti ... Gregg-4792

My 3 Cents

Complaint Board

Ohio Attorney General

Ohio Better Business Bureau

Consumer Advocates

Complaint Board

Consumer Affairs

Measured Up Site

My 3 Cents

Complaint Board

Posted by billstur on 2008-11-21:
Before you go to HHGregg, you might want to take a look at this web site;

The BBB has given an 'unsatisfactory' rating to HHGregg, there have been hundred's of complaints.

The AG, BBB, and Consumer Advocates have all sent correspondence to HHGregg. I sent a letter to the CEO. Now it's a matter of waiting to see what, if anything, they decide to do.
Posted by billstur on 2008-12-18:
The complaint was resolved. The Better Business Bureau sent me an email stating that HHGregg apologized and would return the 'restocking fee' to me within 14 days.
Posted by jktshff1 on 2008-12-18:
Great, thanks for coming back and letting us know.
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HHGregg Extended Warranty Is A Rip Off
Posted by Honeybee2125 on 03/25/2014
INDIANAPOLIS, INDIANA -- My grandparents purchased me a brand new Haier washer and dryer for my housewarming gift back in October 2012. Not only did they purchase two brand new appliances for me, but they also paid for an extended 3 year warranty, & delivery charge from HHGregg. The washer unit was working fine up until October 2013, a week before the manufacturer’s warranty was up. The manufacturer sent out an authorized repair company to replace the control board on the washer because it was faulty. The unit was working again until March 21st, 2014. The control board seemed to be having the same problem. I called the HHGregg extended warranty, on March 21st, 2014. I spoke with a service representative by the name of Maria. I informed her of my washer breaking down again, & wanted to set up a repair appointment for the unit to be fixed. She informed me that since the unit was purchased for under $300, that the unit was going to be replaced like for like. I asked her how long will that take. She informed me to call back in 3 days, & check on the status.

I called HHGregg back on March 25th, 2014. I first spoke with someone by the name of Tiffany. She placed me on hold to check the status, & never came back to the phone. Then I spoke with another man by the name of Joseph. He informed me that he spoke with Vendor Relations, & that they were issuing me a store credit for $291.99. I informed Joseph that I was told that the unit would be replaced like for like. That also the unit had gone up in price @ HHGregg. It now cost $341.99, & that it was the exact same washer and model that I have in my home. I didn’t know why they couldn’t just deliver a new one, & replace the old one? Or at least repair the one that I have? It made no sense to me that my grandparents (who are still paying on the units, extended warranty, & delivery charges, may I add) would be out of all of that expense, & that I would have to go out and purchase an new one from HHGregg.

Here’s the thing. HHGregg's extended warranty is a rip off. They want me to go purchase the same unit, at a higher price, pay them the difference from the store credit, another delivery fee of $79.99, dispose of the old unit (that is only 1 year, & 5 months old), & have to pick up a new extended warranty on the new washer I would purchase. So in essence I would be purchasing the same unit twice, for more money. They won’t even send a check. If they cut a check, I could pay for a repair person myself to fix the unit, & be less inconvenienced. They are making it so they get a sell twice from the same consumer. The sad part about it is my elderly grandparents are still paying on the broken unit. That is the shadiest thing I have ever heard. They are not standing by the products they sell. There are numerous complaints about HHGregg, & I am strongly considering legal action. Perhaps even a class action lawsuit.

I am sending this letter to several outlets to have HHGregg’s business practices investigated. The corporate office is also rude, unprofessional, & seem to all have a different version of their policies to tell every time I call. DO NOT BUY FROM HHGREGG!

A Ripped Off Consumer
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Installation From Hell
Posted by Brucer868 on 12/13/2013
CHARLOTTE, NORTH CAROLINA -- I bought a 55” TV on September 25th on invoice # 2311-069992. I had the store hold the TV until I was ready for the installation. Since H.H. Gregg offered an installation program, I decided to go for it. VK Seychay from Unique Home Theater Satellite contacted me by phone and came out to give us a price. The cost given to install the system was $1,347.97 (Order 2302-019791) which included a “Premium System Installation.” Also included in that total is $149.99 for RF-Module. I would like an explanation of what that is. I was also charged $199.99 for one AC Outlet Installation. That charge seems excessive. In addition, I wrote two checks totaling $200 to VK Seychay for HDMI and speaker wire cables. So for $1,547.97 I was told by VK Seychay I would have everything I asked for in the installation.

VK came on 10/16/13 to install all the equipment and how we wanted everything set up. The appointment was set for 8:30AM (I called him the night before and that was the time he said he would be at my home.) At 9AM, I called him to see where he was. He told me he was purchasing the wiring. Since VK had plenty of time between us telling him to do the job and the day he came to do the job, I thought that was unprofessional. He finally arrived at 9:20AM. He left our home at 7:50PM stating he and his assistant had “done their allotted time on the installation.” I was given very little instruction how to use the system.

I called H.H. Gregg the next day and requested a manager to come out to the house. My concerns were as follows:

• We had difficulty turning the TV on and off. The digital box sometimes did not turn on or off when we used the remote
• We had existing wiring from the crawl space up to the Bose speakers on the wall. They were located next to the molding which separates the kitchen from the family room. We told VK we wanted no wires showing. He drilled a hole a couple of feet off the floor into the wall and also seven feet up on the wall near the speakers. Since he knew where the hole was under the crawl space, all he had to do was drill the whole a couple of inches over to be inside the wall. He did the same thing on two other walls. That is three unnecessary holes and wall plates. I also don’t understand why he had to drill holes seven feet up right next to the speakers. The speakers have a base which could easily cover a hole. That was three more unnecessary holes and wall plates. I complained to Installs, Inc. and they issued a check to cover the damage.
• VK forgot to install my VCR.
• I bought a Blu-ray player at H.H. Gregg for VK to install. He told me it was not compatible. I went back to the store while he was working on the installation. I called him from the store and explained all the connections on the back of the Blu-ray player and he told me to purchase a Sony Blu-ray, WIFI, 100+APPS, HDMI (model # BDPS3100). When I went back to the house, he could not connect it to the system. I had to go back to the store and buy a Blu-ray, Samsung, 3D, Smart (model BDF5900). Apparently he did not know I needed an optical out Blu-ray player.
• I was concerned about the potential heat buildup of the Blu-ray, digital box, & receiver which were in an enclosed cabinet. VK suggested a lap top fan. It did not help.
• When I removed the old TV from a shelf, the cable wire was exposed from the wall. Again, I told VK we wanted all wires hidden.
• When we change channels quickly, the TV gets locked up.
• I purchased Netflix but we can’t use it because the TV keeps on rebooting.
• We can’t mute the TV.

I was expecting a manager to review the work done on my system. I couldn’t believe Installs sent VK. That is like having a surgeon who messed up an operation redoing the surgery! I called H.H. Gregg and told them I wanted VK out of our house. A few days later Bill Brooks came to our home. I explained the situation and he agreed that the installation was not up to par.

When VK’s assistant was rewiring one of the speakers, he broke a speaker bracket. I super glued the bracket. When Bill came to the house it broke again. Bill has since ordered a bracket. That was over a month ago.

Needless to say, we are disgusted with the installation. I have spoken to representatives of H.H. Gregg and Installs, Inc. I have not received the courtesy of expediting the completion of the job. I have been in various customer service positions for more years than I can remember. I always tell my staff to reverse rolls and become the customer. It is like the Golden Rule (Do unto others as you would have others do unto you). I believe if you were me you would also be just as upset. I paid $1,547.97 for a terrible installation and follow-up.

As usual, I will continue to wait for a response. I’ve been very patient, but I have just about run out of patience. I will be contacting an attorney if this is not resolved quickly.

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Posted by Likesbeefpies on 2013-12-14:
Let me save you a bunch of attorney fees. Keep your discussion/correspondence a lot more succinct. Focus in on the installer, H.H.Greg is out of the loop at this point, unless you can prove they were negligent in contractor selection (pushing a boulder uphill on that) Seek remediation on workmanlike manner.
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H.H. Gregg's Delivery Reimbursement Is a Scam
Posted by Info148 on 04/09/2013
TOWSON, MARYLAND -- H. H. Gregg makes you pay for shipping with a promise to 100% reimburse this by mailing you a prepaid Visa card. I wondered, why don't they just offer free shipping in the first place?

When I got the card in the mail, I found out. It's a scam. The letter that accompanies the card says it can be used "anywhere that Visa cards are accepted" but this is not true; the card is almost impossible to use. If you try to use it in any financial institution it is automatically declined. If you try to use it in a restaurant, deli, flower shop, barber, taxi, beauty parlor, or anywhere else where *they* have decided you might leave a tip (a long list) the card is dinged for 20% more than you asked to put on it. If you try to use it to buy gas you can't buy gas at the pump. Many, many other such restrictions.

I tried to call their customer service about this. Can't be done. Like all credit/debit cards, there is a customer service number on the back of the card, but unlike any other card, when you call their number there is NO option that reaches a human being. So there is no way to inquire about this policy.

So then I called the store where I purchased the appliance, who would not do anything. "Not our department" they said. Then I said I wanted to return the appliance because of this situation but they refused to take it back. "It's too late to return it" they said. Funny about that, I just got the card yesterday. Do you guys delay sending out the card until it's too late to return the appliance, on purpose?

Finally I called the corporate headquarters main number in Indianapolis where eventually, after almost half an hour of hitting dead ends in their voice mail system, I was able to reach a customer service representative. To her credit, she tried hard to find a way around all the restrictions, so the card would be usable. But even she was unable to do so.

Their hope, I think, is that you get so frustrated with trying to use their card that you throw it away in disgust. In which case, of course, they get to keep your money. They are certainly right about one thing; I am definitely disgusted with H. H. Gregg. I'll never buy from these crooks again.
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Poor Service
Posted by John.butler83 on 11/17/2012
COLONIAL HEIGHTS, VIRGINIA -- I went to the HHGregg in Colonial Heights VA. It was the worst experience I've ever had. I Will never step foot in the store ever again!! When I picked out the washer and dryer I wanted to purchase, the sales man proceeded to try and sell the warranty for an extra $200.00, I decline. Another sales man walked up to the one that was helping me and told him Not to sell it to me wait to sell to a customer that would purchase the warranty.. Right in front of me!! So the sales man that was helping me turned around and said I'm sorry we sold out. I decided to ask another sales representative once I did the same man walked up to him and told him not to sale the washer and dryer set to me if I wasn't going to purchase the warranty.. I've never been treated like that before the whispering right in front of me.. It was very rude. I will never shop at hhgregg again
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Posted by At Your Service on 2012-11-18:
I wish you would have had further information as to the names of those involved. It's poor customer service and salesmanship for anyone to act in any way as you've suggested.

With the names of those involved, I would have reported the incident to upper management, if not their corporate headquarters. Unfortunately, without further details, it is just your word against anyone else, with absolutely no way to verify with whom the issue took place. The best thing you can do is simply take your business elsewhere.
Posted by ok4now on 2012-11-18:
That's because the sales person makes a huge commission on selling you the extended warranty. Recently while shopping at Sears I had a similar experience. I inquired about a refrigerator and immediately got the hard sell for an extended warranty. I walked and they lost a sale.
Posted by madconsumer on 2012-11-18:
wow, sad as it is, i can believe they did this to you. fortunately, you can make your purchase elsewhere. makes me glad i have avoided this place.

very helpful review, and voted as such!
Posted by BigAl on 2012-11-18:
The salesman making a commission on the extended warranty sale is just the tip of the iceburg. The store manager will not get his yearly bonus unless his extended warranty sales pecentage hits a certain level. I see repeatedly on this sight and others that it is so important to buy the extra warranty. Nothing could be farther from the truth. Extra warranties are huge profit makers for retailers. Now I ask you this--How can it be a huge profit maker for the retailer and a good buy for the customer? You only get to hear from the people who benefit from these warranties and not the countless who wasted their money on them. Then to add insult to injury in many cases the consumer must fight like the dickens to get their extended warranties honored. These extended warranties are not there to protect the consumer. They are there to extract as much profit from the sale as possible.
Posted by FoDaddy19 on 2012-11-18:
I agree that was poor customer service. I don't know if they get a commission at HHGreg or not. I know Circuit City used to, and apparently sears did/does as well. I know Best Buy just pays by the hour with no commission though. It also could be that if you were buying a loss-leader washer and dryer that the only way for the store to make a profit is with the extended warranty, and they aren't compelled to send a washer/dryer out the door without it. At the BBY I worked at whenever they would run the $299 laptop specials (which would sell out in a matter of minutes) The store would take a $100 loss for each one that went out without any warranty/Geek Squad add-ons. I'm not suggestion that HHGreg was warranted in the way they treated you, you were clearly wronged and they should've just sold you the washer and dryer without the extended warranty.
Posted by trmn8r on 2012-11-19:
Thanks for warning others about this, and great advice At Your Service - voted as such.

This store deserves coal in its mailbox this coming Christmas.
Posted by At Your Service on 2012-11-19:
Thanks trmn8r.

Actually BigAl I've found extended warranty programs to be one way that some stores set themselves apart. Many products only come with one year, limited warranties now. Others are actually provided with less than that. It surprising what consumers are willing to accept, especially if the purchase is larger and the expectation would normally be the item lasting longer.

Some retailers work to keep their extended warranty pricing pretty cheap and then will "bend over backwards" to help you when the item(s) have issues. My family and I support a place that does just that. We won't worry about paying more for certain items, but other merchandise we'll pay additional for warranty coverage on. Whenever we've had to put in a claim, there's no arguing about coverage either. It's all about good customer service.

A salesperson should never tell a customer they have to purchase additional coverage however. That would seem a good indication that the whole process was not being handled in an ethical manner. On the other hand, they should always be willing to explain what to expect from the purchase. Hopefully it would resolve all these postings we see on here everyday -- "I bought this. The warranty was shorter than I expected and now no one is willing to stand behind it..." Consumers, as a whole, seem to want something for nothing and some unlimited guarantee to go along with it -- it just doesn't happen this way either.
Posted by HonestForSure on 2012-11-19:
@Big Al - you are right on the money. These tactics have been around for 20 years at many hard sell retailers. The service plan/sales goals are at the top of pyramid. If you are told something is "in stock" and then "chased" out of the store because you won't buy a plan : certainly never go there again, spread the (negative) word on sites such as these, email the CEO of the company, email the BBB and State Attorney General, and you may have a case of discrimination depending on the circumstances.

@At your Service - the world you're describing doesn't exist. Most products come with 1 year warranties. "Limited" is irrelevant and extended plans are also "limited" as this is just legal jargon. The only differences occur when you buy damage insurance, uh, which also have "limits, " and the prices of such are exorbitant. A consumer is better off and has MORE choices when one has control of the service process. "A salesperson should never tell" - again, this has existed for 20 years. I guarantee you that every pitch by a salesperson contains AT LEAST one lie or deception about the plans. Salespeople, as many know, are under great pressure to sell these at any cost. They are NOT experts in the terms and conditions of the plans! Also, 20 years ago, "5 year " (or 1 mfr + 4 years) warranties were sold for TVs, appliances. Same are sold today. Same lies are told today. The length of these plans, and the pricing, are in the interests of the administrator and the retailer only. 70-80% of the public can think straight and don't purchase these; they also realize that appliances and TVs still last MUCH longer then 5 years. A very SMALL percentage of people have problems beyond 1 year, but nothing that justifies the plan price/product price ratio. Save your money.

Here's the kicker: Extended service contracts are one of the main reasons for the low customer satisfaction scores of the entire consumer electronics brick and mortar industry. Today, the smart consumer avoid them as much as possible and buys online. If extended service contracts didn't exist, the consumer electronics stores would be a much more pleasant place to shop as product price and service would determine who survives. Extended warranties/service contracts are one big hoax on the public.
Posted by At Your Service on 2012-11-22:
Wow Honest, sounds like you've been soured by some pretty bad experiences. I can appreciate that. On the flip side, with absolutely all respect, I've got to correct you. I and my family have actually had some extremely positive experiences with retailers and extended service programs.

I'd like manufacturers to return to simply warrantying any major product for lengthier periods of time. Unfortunately, there's too many people that want the price cheaper and an intangible, such as warranty coverage, is an easy enough adjustment to reduce the cost of a product. The frustration is then not being able to legitimately hold anyone else accountable when the product "goes south", so to speak, before one would commonly expect it to.

Think about it. Say I've made a purchase. The manufacturer has only provided a product that, if I'm lucky, now comes with a one year, limited warranty. Maybe there's local service centers provided, but in many cases there may not. Just because I've purchased it locally doesn't require it to be serviced locally. And I've respectfully declined to purchase any additional service from a retailer. Now, after having the product for, say, six months I have a problem. The one year warranty which I assumed was standard, turns out to be 90 days. Turns out that's why I could get it a little cheaper. Or maybe it's still within the warranties time frame, but there's no local service centers. There is one in another state, but it requires that I rebox the merchandise within the original box and original packaging. As a normal consumer, I haven't kept this stuff around, so the manufacturer offers to send me such for several hundred dollars. Or, lets say I get by all that and the warranty gets rejected because it is, in fact, limited. Yes, there are limitations to warranties. I've done service work and I can tell you there are very much certain aspects that service personnel have to check for before completing service under warranty. Generally, the serviced parts are required to be shipped back to the manufacturer so they can also inspect the malfunctioning issue. Some manufacturers are more particular than others, but if the part fails to fall within certain guidelines, it might very easily be rejected for warranty service and the service center not reimbursed. That's one of the main reasons why these service centers have to become certified for repairing certain brands/lines.

Whereas I'm aware of the cost of servicing, I've found some great local retailers which I do business with. I've compared some service agreements and their costs and know the reputations of local companies. I, personally, don't worry about service contracts on less expensive merchandise, but as the cost of merchandise rises and the dependency on the merchandise increases, I'll pay more for warranty coverage. I'll be the first to understand, with my background, that companies can't loose money on these programs, but there are those which don't intend to turn their warranty programs into a big profit center either.

As far as the people I've dealt with within some of these places. Yeah, I've run into those who don't seem to know as much. I also try to commonly deal with those which do know. I've been pretty impressed. I wouldn't expect them to know all of everything, but they seem to be pretty good. And I've always felt like I've been dealt with very honestly.

And I've got to tell you -- I WOULD NEVER MAKE A MAJOR PURCHASE ON-LINE! Way too many issues to even consider.

The philosophies may not all be perfect, but when I've purchased within this structure, it's kept me pretty happy. It seems to be a lot better than the "assume and fume" structure I see many people with on this site.
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3 stores before the best
Posted by 3julians on 02/26/2012
VIRGINIA BEACH, VIRGINIA -- We went out to purchase a new dishwasher, went to Sears and had an extremely annoying sales person who couldn't tell us what ones were in stock or how long it would take to get one....went to Best Buy and had the worst shopping experience's ever, treated very rudely. We went to hh Gregg and found nice people, great service, best
Prices and everything available in 24 hours. We will always shop there from now on.
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Posted by Venice09 on 2012-02-27:
Good information. Thanks!

The last time I purchased an appliance at Sears, the process was painless. The salesperson was able to look everything up right from the register and supply all the necessary information, such as availability and delivery dates. Either your salesperson was lazy and/or incompetent, or Sears has gone downhill in that area, too.
Posted by ok4now on 2012-02-27:
The last time that I inquired about an appliance (refrigerator) at Sears was not a good experience. The salesman had limited product knowledge and spent about 5 minutes telling me how great it was. Then he spent the next 15 minutes trying to sell me a $350 extended warranty on a product that I didn't even purchase!!
Posted by Venice09 on 2012-02-27:
I have to be honest about this. I always had good salespeople, smooth deliveries, reliable service calls, and good customer service overall. But I haven't dealt with Sears in well over five years. I would love to be able to depend on Sears again, but I just can't ignore all the complaints. I really feel lost not knowing where I'm going to purchase my next appliance. Home Depot and Lowe's have a limited selection, and I had a problem with my local appliance store the one time I used them. I'm not sure what I'm going to do next.
Posted by ok4now on 2012-02-27:
I can understand your frustration. I like the old Sears where my parents shopped. They sold reliable products and had great customer service. Regrettably this is not the case today. Sears is close to bankruptcy after closing 135 stores. Home Depot and Lowe's are box stores that push high volumes of product which increases their bottom line. They don't give you the "personal service" that a local dealer will. I've been lucky and found some local dealers who still treat their customers well. You need to shop in your area to find them. Try Angie's List. I've had good luck with them for recommendations.
Posted by Venice09 on 2012-02-27:
There's an appliance store right near my house. It's been in business for many years. I bought one appliance from them and everything was great until I found out the owner lied to me. I might give them another chance only because they are so close to the house. There is one other appliance store about a half hour away. I'll probably check them out, too. I'm not looking for the cheapest price. I just want to know that if something goes wrong, they will take care of me.
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I was ripped off by HHGregg
Posted by Coffeyp5549 on 12/20/2011
BUFORD, GEORGIA -- I purchased a GE dishwasher from HHGregg just over a year ago. after about 4 months it stopped draining water so I called for a service call. When the service was scheduled the guy called me and said he was in the neighborhood and should be there in 30 minutes. He never showed, That was a half a day off work. The following week we got it rescheduled, the guy came out and said he had to kill the power to the dishwasher, so he killed the power to the whole house. He could not figure out how to turn it back on, so we had to call an electrician to turn it on. $150.00 and another half a day off work. Another service technician finally came out and got the dishwasher to work, another half a day off work. about 3 or 4 months later the dishwasher stopped pumping the water out again. A service technician came out and said he had to order a part, another half day off work. The technician got the part and fixed the dishwasher, another half day off work. About a week before Thanksgiving, the dishwasher stopped pumping water out and HHGregg was called. They informed us that GE was now responsible for the repair of the dishwasher. The GE technician was contacted and a service call was schedule for the day before Thanksgiving, another half day off work. The technician called the house 30 minutes before his scheduled arrival time and stated that he had priority calls and was not going to respond. We have informed GE and HHGregg that they now need to either replace the dishwasher or refund our money. They have refused to do either and said they had to send another technician to see what the problem was. With all the time taken off from work and pay lost we could have bought another dishwasher. I informed HHGregg that I would picket their store until they replaced the dishwasher, they said go ahead. Last Sunday I spent 4 hours outside the Mall of Georgia Store with a sign that read, " I was ripped off by HHGregg". I intend to be back this weekend with the same sign.

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Posted by MRM on 2011-12-20:
What boggles my mind is if the repair guy shuts off the power then he should know how to turn it back on. And theres only one way to shut off and turn on power which is through the cicuit breaker.
Posted by trmn8r on 2011-12-20:
This sounds like an older home or one not wired to code, if the power to the entire home had to be disconnected. The cost to turn the power back on should have been paid for by the company doing the repair, based on the description here.

On what legal basis are you demanding a refund or replacement? Is there a lemon law that applies?

I don't believe your picketing effort will be successful, since it involves a warranty or reliability complaint. In fact, it sounds like HHGregg is completely out of the picture since GE is doing repairs these days. I'd rethink spending time outside the HHGregg premises.
Posted by At Your Service on 2011-12-20:
Couldn't agree with trmn8r more. For all the time coffeyp5549 claims they "waisted" time for servicing, they're sure not concerned about wasted time standing around with a sign. In addition, coffeyp5549 wouldn't be allowed to be directly in front of the store, if this is a mall like location. They could have him/her removed from the premises unless he/she is completely on public property -- therefore it stands to reason the "picketing" is a considerable way outside of the store boundaries.

Whereas coffeyp5549 states this has been a purchase "just over a year ago", I'd be interested in knowing if any additional warranty coverage was purchased along with said dishwasher. If not, the consumer has as much let the retailer off the hook, so to speak.
Posted by tnchuck100 on 2011-12-20:
This complaint should be directed at GE and the repair company not HHGregg.
Posted by Venice09 on 2011-12-20:
Okay, one thing at a time.

The picketing was done on a Sunday. No lost time from work.

The dishwasher stopped working four months after purchase, so the warranty was still in effect.

Without knowing if the incompetent service techs were from HHGreg or GE, it's not known who is responsible.

If all of the failed attempts to fix the dishwasher took place under the warranty, then a replacement might be required under the lemon law.
Posted by ticia232 on 2011-12-20:
I understand what you are saying Venice, but I am wondering why they lost a half day's work every single time there was a repair to be done. Any repair (or just maintenance on a product)I have always scheduled them myself around my schedule, and I work in retail. If I got a call or message about a certain time I was always asked if it would be okay. Why did the OP (except in the case of the electricity) not do that?

To the OP, I wonder if tmr was right about your house being older. There was a complaint on here a little bit ago about a fridge and it turned out that it was the water pressure was determined to be too low due the new water pressure signals, that will not allow the machine to pump water through when it says it is too low.
Posted by Venice09 on 2011-12-20:
Ticia, I think retail hours are more flexible. If the OP has a 9 to 5 job and had to choose between morning and afternoon service, they would lose half a day's work each time. I'm sure they wouldn't mind losing the half day if the job was done right the first time. But to keep having to take time off from work is a nuisance. I was once in the same boat, so I know.
Posted by ticia232 on 2011-12-21:
Venice, maybe it's only where I lived, but the hours I'm normally asked to choose from go until at least 8PM for repair calls. That is why I was wondering why didn't they schedule it for after they got off of work?

Posted by Venice09 on 2011-12-21:
If there was an option for nighttime repairs, I can't imagine why anyone wouldn't choose that instead of taking time off from work. I never had that option myself and can only assume that was not an option for this OP either.
Posted by At Your Service on 2011-12-21:
Any chance you can give me a reference to said lemon law? Is this federal?
Posted by Venice09 on 2011-12-21:
I haven't actually read this but it should answer your question:

Posted by CowboyFan on 2011-12-21:
Venice09 - the cited website discusses that certain federal law standarizes warranties for appliances, but it does not seem to say one gets a new appliance. The website also lists Georgia lemon laws, but that shows it applying only to motor vehicles.

With as many unemployed people, especially young people, it boogles my mind that the op and others simply do not hire someone they know at minimum wage, or have a friend for free, sit at their house while these repairs are being done.

Posted by At Your Service on 2011-12-21:
Agree CowboyFan.
Posted by Venice09 on 2011-12-21:
Does the info in that link answer your question, At Your Service?
Posted by At Your Service on 2011-12-21:
Absolutely. Just as CowboyFan stated.
Posted by Venice09 on 2011-12-21:
In this case, the only way to know what the OP is entitled to under the warranty is to actually read it. If it contains a lemon clause and the requirements have been met, then the OP is entitled to a replacement.
Posted by At Your Service on 2011-12-21:
No. I think I have to find in favor of CowboyFan in this case.
Posted by Venice09 on 2011-12-21:
Then what good is a warranty?
Posted by At Your Service on 2011-12-21:
Was it still under warranty?
Posted by Venice09 on 2011-12-21:
If it is, are you saying the warranty is worthless?

If not, then another consumer has fallen victim to shoddy merchandise and poor service.
Posted by At Your Service on 2011-12-21:
No. I think I have to agree with CowboyFan on this one.
Posted by Venice09 on 2011-12-21:
Meaning what, exactly?
Posted by At Your Service on 2011-12-21:
Just that. I have to agree with CowboyFan and what he/she has stated.
Posted by Venice09 on 2011-12-21:
That means if there is indeed a warranty in effect with a lemon clause, it's worthless. That's the only thing I get out of CowboyFan's comment.
Posted by At Your Service on 2011-12-21:
The dishwasher is over a year old -- "I purchased a GE dishwasher from HHGregg just over a year ago." Is it still under warranty?
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Very Poor Customer Service
Posted by Pav64148 on 11/15/2011
NORRIDGE, ILLINOIS -- To all those who are contemplating making a purchase at hhgregg, especially a big-ticket item, I wish you better luck. I have never written a negative review about a retailer before. However, my extremely bad experience with hhgregg compelled me to write this hoping it will save some consumers undeserved headache and hassles.

I bought a refrigerator on 11/6/2011 from the Norridge, IL store. It was delivered as promised, but the delivery person broke off the handle of my fridge water line. To make matters worse, he would not repair what he damaged at that time. We waited another day and the fridge wasn't making any ice, and the bottom drawers were sticking all the time. Any bit of force to open the drawers would cause the whole drawer assembly to almost pull up and out, possibly causing damage. So, in addition to the hassle thus far, I got stuck with a defective fridge. Called the toll-free number, no luck, was just on hold for a very long time.

I decided to call the delivery man (I took his cell number when he was here) and he kept on saying that he was busy and that he can't repair the damage he made and I'll have to wait. Waited, waited, no luck. Called again and he said he would call me back as to when he can stop by. Never happened, days went by and no calls, no show. Anyone who's ever had a water line installed knows that it isn't cheap; mine cost close to $200 parts & labor a couple years ago. Also, the handle is not the kind you would use for, say, a regular water tap. During my last call to the delivery man he said not to call him anymore and that I should call hhgregg directly.

The following day I went to the same Norridge, IL store to speak directly with the store manager. Admittedly, she listened patiently and was sympathetic to what I've been through - a defective fridge, a damaged water line, no repair from the delivery man. She scheduled the pick-up of the defective fridge and wrote up an invoice that would credit back the charge on my card after the defective unit was picked up. So, the refund would be “in process” pending hhgregg’s receipt of the defective unit.

A couple days went by and finally the defective unit was picked up. A few more days went by and I checked with my credit card company to see if there was a credit from hhgregg. None! This was 5 days later!

I went back to the Norridge store and this time I had to raise hell to get them to ring up a proper refund to my credit card. At first, they did not want to do it and were giving me the run-around and telling me I should wait 2 weeks, and then 72 hours, then back again to 2 weeks, on and on. Also, even though they confirmed that their distribution center in Aurora, IL had indeed received the defective fridge from their delivery man, only Aurora, IL can process the refund. A whole bunch of hogwash just to get me out of the store. I persevered and refused to leave until my credit card was properly credited right there at the store's register. I will call the credit card company again in 2 days and if my account still does not show the full credit of $830+ due me I will file a complaint with the Better Business Bureau and every consumer fraud agency I can write to or call. Re the broken water line handle-I give up with hhgregg. I would prefer to never have anything to do with this company ever again.

Same day, I went to Sears, better prices, better unit, delivery next day. Fridge now in my kitchen, working well as it should. Have already received phone call confirming installation of new water line and connection to fridge in less than a day. No hassles, no b. s.

The only conclusion I could come up with is that your shopping experience at hhgregg has the potential of being a total nightmare unless your purchase is 100% perfect and all the stars are aligned properly for you. Otherwise, buyer beware!

Never again, hhgregg! I will make sure to warn friends and family about the gross incompetence of this company.
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Posted by At Your Service on 2011-11-15:
Sometimes a retailer's system, like described here, is daunting. No question. But you've got to agree that it was good the retailer was willing to offer a full refund. Correct or not, I could see a scenario where the retailer would only offer an exchange.

Interesting that this complaint turns into a compliment to Sears. We've read just as many complaints about Sears too.
Posted by Venice09 on 2011-11-16:
They probably offered a refund hoping you would forget about the broken handle. The only thing better than being offered a full refund is actually receiving it without having to threaten them!

I'm glad you had a better experience with Sears. I hope they don't disappoint you in the future.
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Poor customer service!
Posted by Cubillas on 07/24/2011
PITTSBURGH, PENNSYLVANIA -- Order number: Q206-001180

On 6/14/11 I bought a fridge at HHG and scheduled delivery on 6/27. It is now 7/23 and still have not received it! I do not understand the extremely poor customer service by HHG. I received only one voice-mail around the date of the delivery indicating that the fridge was not in stock. Since then, I have not heard at all from HHG. It has been me that has had to initiate two calls. One would think that for a customer that is purchasing a +$2000 product HHG would take the time to contact them regularly to let them know that it is still waiting for the product to deliver. This is a sign of extremely poor customer service procedures. Additionally, I received my Visa bill a couple of days ago and note that HHG had the audacity to bill me for product I have not yet received! That’s complete nonsense because many other companies routinely hold back billing customers’ credit cards until the product at least ships. This is modern-day piracy at its worst!
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Posted by madconsumer on 2011-07-24:
one would think that a $2000 purchase carried some weight, but that no longer has any bearing on customer service.

very helpful review!
Posted by trmn8r on 2011-07-24:
Whether they bill you immediately or not varies widely by retailer. As you said, some do and some do not. It stinks to be billed for something you don't have, but on the other hand you have a grace period and you haven't paid for it yet.

You are correct that having spent $2000+ on an appliance, a retailer with good customer service would have the courtesy to keep you updated as to what is going on. From what I have read, HHGregg doesn't excel in this area. I hope you receive it soon. Keep calling (even if you shouldn't have to).
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