Very Poor Customer Service
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.