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.
CHARLOTTE, NORTH CAROLINA -- At Fine Lines no one would wait on me. Obviously thought I had no cash to spend which wasn't true. "Never judge a book by its cover." So I bought an induction cooktop, a KitchenAid dishwasher, and an LG fridge. They sent installers that took no notes...canceled installations both without notifying me. The worse customer service experience I've ever dealt with when buying large purchases.
In all I spent almost 6,000.00 at the store. I had to prepay for their installers to measure for me and then they never showed up for the installation appointments. Awful...awful experience. The amazing thing is that their sales people are commissioned and they still didn't seem to care if the customer was happy. I would only recommend to an enemy that they should shop there.
KOKOMO, INDIANA -- We purchased a Whirlpool refrigerator from HH Greggs 10/2013 with a 5 yr extended warranty. Started having problems 2/2014. Have had it serviced for the same problem 4 time with the 5th time going to be on 11/20/2014. Their no lemon guarantee clearly states after 3 times of being repaired for the same thing they will replace the item. Obviously that hasn't happened. They refuse to honor they warranty. Do not purchase their extended warranty from HH Greggs. Personally I will not be buying anything from them. If they can't stand behind that then I doubt they will stand behind anything.
CHARLOTTE, NORTH CAROLINA -- I bought a 55” TV on September 25th on invoice # **. 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. ** 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 **) 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 ** for HDMI and speaker wire cables. So for $1,547.97 I was told by ** I would have everything I asked for in the installation.
** 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 ** 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 ** 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.
** forgot to install my VCR. I bought a Blu-ray player at H.H. Gregg for ** 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. ** 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 ** 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 **. That is like having a surgeon who messed up an operation redoing the surgery! I called H.H. Gregg and told them I wanted ** out of our house. A few days later ** came to our home. I explained the situation and he agreed that the installation was not up to par. When **'s assistant was rewiring one of the speakers, he broke a speaker bracket. I super glued the bracket. When ** came to the house it broke again. ** 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.
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 ongoing 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.
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.
WINTER GARDEN, FLORIDA -- Worst company to do business with. Purchases a TV as a present for wife's birthday and they had the nerve to open the box and check the TV for damage. The associate did not even have enough common sense to make it look unopened so I could wrap it like a present. So needless to say, will never come back.
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.