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.
RALEIGH, NORTH CAROLINA -- On Saturday the 27th of Dec 2008 we went to hhgregg to purchase a range we had looked at prior to this visit. We walked in and the salesman wrote the sale up and told us the range could be delivered on Friday the day after New Year. Great! I went home and put my old stove on Craig's list and sold it the next day. I called the store on Dec 29th to see if I could get the range delivered on Wed instead of Friday because I had sold the old stove.
I was told by the woman on the phone that the range I purchased was out of stock and could not be delivered Wednesday much less Friday because it was out of stock and it would not be available until Jan 8th. In shock I asked to speak to a store manager. I was directed to a man named ** who took ownership of the problem and told me the store manager would call back. I asked if there was a range they could substitute until a new one came in. He said he did not speak for the store manager but he would indeed see if they could do that and he would call me back.
I waited about three hours and then I called the store again. I was told by a woman I would have to talk to my salesman **. He was busy so she told me she would have him call me back. Another hour went by and I called the store again. I was told ** was very busy with customers and would get back to me shortly. I explained I also was a customer and if he could call me back I would appreciate it.
After forty minutes I called back. ** said no one had spoken to him about my problem and this is after I told no less than four people about it. I was upset and told him I had a house full of guest expected the following week no stove and please tell me what can be done for me. He did actually call me back after ten minutes and say they would give me the floor model. I did ask if they would give me a 10% discount off the price since I was getting a floor model. I was told no allowance would be made. I tried to explain I was between a rock and a hard place.
If I had known there were not a range in stock I should have been told when I bought it, then I would not have sold my old one so soon. He said he was sorry but giving me the floor model was the best they would do for me. I told him I felt cheated by this experience. He said he felt the store was bending over backwards for me. I thought to myself I am the one bending over. Through the entire day I did not once get to speak to the store manager and not once did anyone say they were sorry or show and concern for the situation.
GREENSBORO, NORTH CAROLINA -- Yesterday I visited your store to look for an mp3 player for a friend. I stood by the mp3 players & reviewed them for about 5 minutes while trying to catch the eye of a service worker. I couldn't find anyone around & when I attempted to approach a man, he quickly picked up the phone & turned away from me. This was very distressing. All I wanted was some information about a product & there was no one interested in helping an elderly person who felt lost & confused.
While I understand that staff can be overwhelmed with customers, the store wasn't that busy (in my humble opinion) & nobody even told me that they would be with me shortly. Instead, I went home and purchased an mp3 player from Best Buy's web site (simply because I'm more familiar with it) & was done with the whole situation. I just wanted everyone to know how difficult it can be to get someone's attention at your store & I hope this can be used as a learning tool to help staff learn better customer service. Thank you.
GLEN BURNIE, MARYLAND -- Took a TV into the hhGregg Glenn Burnie, MD store three times for the same problem, 'no sound on the output sound-bar jacks'. They check it out the first time and agreed, No Sound. They gave me another TV. I asked if we should check it before leaving and the answer was 'no'. I was the only one to report such a problem. Took it home and the TV has the same problem as the first. I took it back again (28 mile one way trip) and plan to leave the TV and have the replacement checked before taking it home. One sales guy in a red shirt told me I couldn't leave it but the manager had me sign a form and said it would be checked and ready when I returned after work.
I went back to the store to find the TV had not been touched. The manager at the time ** sent a sales guy over to check it out and when I asked him if he knew the problem he said the TV did not work. I explained the TV worked but there was no sound on the output jacks. He hooked the TV up, sound came from the TV speaker and he said the TV was fine and worked correctly. I again said, "The problem is with the out-put jacks for the sound bar. Another sales clerk comes over, the one from earlier. He tells me the TV does not have an optical output and they could not test it. The TV had both a co-ax and headphone output jack.
I walked over and brought a small speaker to them and told them all they had to do was to get a cord and hook the speaker up. It could not have been any easier unless I did it myself. The manager **said she would not open up a $4.99 cord to test the TV. Now remember, this is my fourth time back and I now have driven over 150 miles. I should mention that we have spent well over $7,000 in the last two years at HHGregg but HHGregg could not open a $4.99 cable in order to test the TV.
OH, and when I called the district manager, he said because I became upset and yelled, I could shop else where. WE WILL. Then I just had a call from hhGregg Corp. from a woman that was a gutter mouth. Great Company and wonderful Customer Service. SHOP BEST BUY.
MIDLOTHIAN, VIRGINIA -- This is the worst customer service I have ever had from any retailer for any purchase. It was my first time ever buying from HH Gregg. I wanted to get a new gas stove from Lowe's, but they could not deliver before Thanksgiving. So I tried HH Gregg. The same exact model as Lowe's cost $200 more here. I asked if they did price matching and they said they did. They went to their computer and showed me they were the same price. I showed them a picture of the stove with sign and they proceeded to tell me that isn't the same one.
Funny it had the same model number. They said they could deliver it the Tuesday before Thanksgiving and install, so I decided to go with it. I had 11 people traveling for Thanksgiving dinner. The sales person was very nice but must have been new as it took him 45 minutes to ring up the order. We had to go out of town for a family emergency so I arranged for my 22 year old son to be there for delivery. He works night shift so he was pretty out of it when they did the install. It was terrible and they left it 6 inches from the wall with the gas line kinked up between the stove and wall.
It took 4 phone calls and me having to send pictures to the Manager to get the install team to come back. He showed up the next day and got it about 2 inches from the wall and gave me the excuse that new ranges weren't allowed to be flush with the wall for safety issues. When I came home later that night I smelled gas and immediately called HH Gregg. They told me it was too late to do anything and I should just turn off the gas.
Don't ever buy anything from this company if you don't want your house to blow up from a gas leak. Once they have your money you are dead to them. I guess they think you will only need one major appliance and don't worry about your future business. I have a $50 gift card for them as part of a promotion for this stove that I will never use. Nor will I give it to anyone that I care about due to the lack of concern over the gas leak their installer left me with.
FORT WAYNE, INDIANA -- This has actually been a couple years ago now, but it still infuriates me considering we paid so much for our washer and dryer. We placed our order for a Bosch washer and dryer and were so excited. It was our first big purchase as husband and wife (we are dorks I know). We enjoyed our salesman and purchased a 5 year warranty and set a delivery date and time. My husband took a day off work to be home for the delivery and installation. Well, they never came. Upon some investigation, it turned out our set was damaged during transit from the warehouse and they'd set another date.
So my husband again took a day off work and again they didn't deliver. When we called to inquire they apologized and offered to upgrade us to silver instead of white for free for our troubles. I said that's fine and I really don't care I just want to wash my clothes. For our final delivery date, we asked my dad to come to our house so we didn't have to waste another vacation day for my husband. They delivered and installed the silver set and it worked wonderfully.
About a year later, the washer stopped working in the middle of a wash cycle. As a front loader I couldn't just open the door and take the clothes out. I called to have them come fix it with our warranty. Turns out they didn't have our warranty in their records for a silver washer and dryer. It looked like when someone "upgraded" our order for "free" they also deleted our warranty.
Even though it was clearly their mistake and they admitted to me it was their mistake they refused to fix it. After numerous calls to the store and getting nowhere I contacted corporate. I was promptly hung up on when I asked to speak to someone in charge. When I called back I have them hell but they didn't care.
I eventually contacted the BBB but even they were unable to get the company to compensate for their mistake. The clothes in the washer stayed for weeks and were ruined. Eventually we gave up and hired someone to fix the washer. It only cost $70, so it didn't break the bank, but we were still outraged at HH Gregg and their rudeness, lack of integrity, and horrendous customer service.
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.
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 its 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.
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.