Hhgregg

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We bought the refrigerator at the Rockville store. That part went well. We were given a delivery date but three calls in and a day AFTER the delivery was missed we were told that the refrigerator was not even in the warehouse. Missed day 1 of work to be at home for the non-delivery. Second delivery date the refrigerator is delivered but the doors are hung on the wrong side and no ice machine came with it. The delivery personnel (contractors I believe), were wonderful and stayed an hour later to make sure the doors were properly placed. New service order required because of no ice machine and the kick plate for the bottom of the door was missing parts. Service call 2 was difficult to schedule as no one knew if the refrigerator was in. . Reminded the individual we spoke with that we needed the ice machine and the proper kick plate. Meanwhile, the doors were hung incorrectly and so the seal on the doors were not touching the refrigerator. As a result we could not keep our food cold. Service call 2? Wrong kickplate and they could not fix the door. Called hhgregg to advise of the problem and tell them we would no longer keep the refrigerator and asked for a replacement. Again made sure that the store understood that the doors needed to be left hung, we needed an ice machine and the proper kick plate. Given a new date for service call 3. Refrigerator did not arrive as scheduled. Was advised that the missed date was due to the fact that the refrigerator was at the warehouse. In follow on phone calls the staff was rude, were not paying attention to my problem and when I asked what their records show by way of our calls I was told I was escalating (meaning sounding annoyed) and was promptly transferred to another person where I had to repeat the whole scenario. Was also told that the paperwork for the 5 year additional warranty would be delivered with the refrigerator. That didn't arrive. Reminders for the subsequent deliveries that we needed the warranty were pointless. A call to the store was pointless. We still do not have the paperwork. Calling the store is a nightmare. The voice-recorded directory is confusing. They get annoyed if you call the wrong number or the wrong department. Worse, they can't tell you which department you need to call to get the proper service you are looking for. Our ice machine is installed but it is not working properly. Can't wait to go through the service experience again but have to make the call to get the ice machine to work properly. Here is what will happen. I will call the repair number. No one will answer. I'll leave a message. I won't receive a return call. I'll try again until I get an answer. I will be told that I have the wrong department. I will ask if they can direct me to the right department. I will be told that they have to look up my paperwork. I will Again give them my order number. They will then tell me that their system can only tell them that I had the refrigerator delivered but no other details from prior deliveries or inquiries. I will tell them I am just trying to get the number to speak with someone about repairing or replacing our new ice machine in our very new refrigerator. I will be told I am rude. I will politely explain that I am frustrated that it is so difficult to get help. I will be put on hold or transferred. Eventually someone will speak with me. I will be told I will be called to schedule a date for someone to come out and look at the ice machine. Who knows if that will happen without further phone calls. Don't buy from hhgregg unless you enjoy heading off on a quest for poor service. Their business processes are inefficient, costly to their customers and beyond control. Their customer service is awful. One refrigerator, at least 3 service calls so far for things that could have been avoided from the start by looking at our order and mapping the refrigerator to things like the proper side for hanging the door, an ice machine, the proper kickplate, etc. Oh yeah one more thing, They lied about a rebate offer,

In July 2011, I bought a new washer/dryer from HH Gregg and it was guaranteed for a year. I also bought a 5 year service agreement from them. This past October 2012 it broke. HH Gregg told me that they actually contract the service agreement to another company called Warrantech. I called Warrantech and they said they would send someone out, which they did. They determined that the washer needed a new tub, which would cost about as much as a whole new unit. Finally, in November they decided they would replace the whole unit (washer and dryer). They went to a new sub contractor in December who agreed it should be replaced. HH Gregg got involved and said they would give me a store credit. I don’t want a store credit. I paid for a new unit, paid for the extended warranty, and the unit is about $400 more now. HH Gregg gave the in store credit for the amount paid. That is unacceptable. In my line of thinking, HH Gregg needs to be penalized. If they accept money they need to be able to meet the requirements of the agreement. HH Gregg was trying to blame Warrantech, but I believe HH Gregg should have contacted Warrantech and let them know they need to fix the issue. There is no accountability or responsibility by HH Gregg for products that they sell. I do not accept for them to wash their hands and say, “That’s between you and Warrantech now.” They should have told them to get on the ball and make sure the customer is happy.

Was decided on a Bosch dishwasher and went to Bray and Scarff, Best Buy and hhgregg. The salesperson at hhgregg(Andrew) was the most helpful and well informed of any of the salespersons I dealt with regarding the Bosch line of dishwashers and even helped with color choice. I like to buy locally and have wanted to buy from Bray and Scarff for that reason but have never been impressed by their salepeople or their prices. Best Buy could not get me the dishwasher I wanted until after Christmas. I was nervous about hhgregg due to the number of negative reviews for hhgregg on line but I wanted to give my business to the best salesperson. I discussed my concerns with Andrew and he did not deny them but admitted they have had problems but were working on them. He matched the on line price for Best buy which was almost $100 less than the sale price he had given me before. He gave me his personal cell phone number and introduced me to the store manager in case I had any problems with the delivery scheduled for 2 days later. They called me the next day with a 3 hour time frame. The day of delivery they called me 10 minutes before they arrived. The service man(Mike) was from Quality kitchens and was courteous, professional and very careful to not damage my hardwood floors. The inaugural run of the dishwasher went perfectly and it is quiet and cleans beautifully. I was completely satisfied with my experience and cannot say anything negative about hhgregg other than I did overhear one salesperson in the store tell a customer that they use their own people to install (which is not true) but maybe they were discussing a different item. My salesperson did not say that to me but was truthful about using outside contractors.