• Report: #240665

Complaint Review: HH GREGG

  • Submitted: Sun, March 25, 2007
  • Updated: Fri, April 06, 2007

  • Reported By:dallas Georgia
HH GREGG
2784 CUMBERBERLAND BLVD. SMYRNA, Georgia U.S.A.

HH GREGG BAD APPLIANCES DID NOT LAST 30 DAYS, TRIED TO MAKE OUR RETURN TIME RUN OUT SMYRNA Georgia

*UPDATE Employee: Kevin

*Author of original report: TO KEVIN- YOU DON'T SOUND LIKE A LOWLY EMPLOYEE

*Author of original report: TO KEVIN- YOU DON'T SOUND LIKE A LOWLY EMPLOYEE

*Author of original report: TO KEVIN- YOU DON'T SOUND LIKE A LOWLY EMPLOYEE

*UPDATE Employee: Well,

*Author of original report: TO KEVIN: GREENWWOD INDIANA, USA

*UPDATE Employee: Return decision not up to the store

*Consumer Suggestion: Contact Mastercard

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MR. CONSUMER
XXXX XXXXX DR.
XXXXX,GA. 301XX

DEAR MASTERCARD,
I AM FORMALLY DISPUTING A CHARGE MADE ON FEBUARY 20, 2007 IN THE AMOUNT OF XXXXXX FOR THE PURCHASE OF AN APPLIANCE PACKAGE AT HH GREGG APPLIANCES
LOCATED AT 2784 CUMBERLAND BLVD., SMYRNA,GA. 30080. # 0089 ACCORDING TO MY MASTERCARD STATEMENT POSTED FEB. 21, 2007 . REFERENCE # XXXX

THE APPLIANCE PACKAGE WAS DELIVERED ON FEBRUARY 23, 2007. AS WE WERE IN THE PROCESS OF MOVING, WE DID NOT USE THE STOVE FOR SEVERAL DAYS. WHEN MY WIFE STARTED COOKING , WE NOTICED THAT THE STOVE WAS PUTTING OFF FUMES, AND FLAMES WERE COMING UP IN THE OVEN, SORT OF LIKE LIGHTING A FIRE IN A BARBEQUE GRILL. ON MARCH 17TH MY WIFE CALLED HH GREGG AND ASKED TO SPEAK WITH ETHYL EMERSON, OUR SALES REP. SHE WAS INFORMED THAT ETHYL WAS NOT THERE. MY WIFE SPOKE WITH ANOTHER SALES REP., WHO TOLD HER NOT TO WORRY, THAT WE HAD 30 DAYS TO RETURN THE MERCHANDISE.

MARCH 19, 2007 MY WIFE SPOKE WITH JACK COLE TO ARRANGE FOR A SWAP OR RETURN OF THE MERCHANDISE. ON MARCH 20TH MY WIFE WENT IN AND SPENT ABOUT 3 HOURS TRYING TO PICK A NEW APPLIANCE PACKAGE. SHE WAS INFORMED THAT EVERYTHING WOULD BE EXCHANGED, BUT SINCE HER NAME WAS NOT ON THE CREDIT CARD, THAT I WOULD HAVE TO COME IN AND SIGN.
MARCH 21, 2007, I TOOK OFF WORK TO GO IN AND SIGN THE PAPERWORK.

WHEN WE ARRIVED AT THE STORE, ABOUT 12:30 PM, I WAS TOLD THAT I WOULD NEED TO SEE THE MANAGER JACK COLE, BUT JACK WAS IN THE BACK CHECKING IN A NEW SHIPMENT OF MERCHANDISE AND I WOULD HAVE TO WAIT. FINALLY, AT AROUND 1:45 MR. COLE CAME TO THE SHOWROOM AND TOLD ME THAT HE WAS WAITING ON AN APPROVAL FROM CORPORATE HEADQUARTERS TO ALLOW ME AN EXCHANGE.

I ASKED MR. COLE WHY WE WRE WATING ON AN APPROVAL, WHEN I WAS INFORMED THAT EVERYTHING WAS OK THE NIGHT BEFORE AND ALL THAT I WAS SUPPOSED TO DO WAS COME IN AND SIGN. HE SAID THAT EVERYTHING WAS OK AND THAT HE WAS WAITING ON AN E-MAIL TO GIVE HIM THE GO AHEAD.

WE SHOWED MR. COLE THE APPLIANCES THAT WE WANTED, BUT HE SAID THAT THEY WERE NOT AVAILABLE AT ANY STORES. EVERYTHING WE LOOKED AT WAS EITHER OUT OF STOCK OR DISCONTINUED. WE WERE TOLD THAT WE WOULD HAVE TO TAKE THE SCRATCHED AND DENTED FLOOR MODELS. WE INFORMED MR. COLE THAT WE HAD BOUGHT TOP OF THE LINE APPLIANCES AND WOULD NOT BE HAPPY WITH THE SCRATCH AND DENTS.

MR COLE SPENT ABOUT 10 MINUTES WITH US AND THEN WE WERE INTERRUPTED BY A SALES ASSOCIATE WHO INFORMED MR. COLE THAT HE HAD A PHONE CALL THAT WAS IMPERATIVE THAT HE TAKE RIGHT AWAY. MR.COLE WROTE DOWN OUR PHONE NUMBERS AND TOLD US THAT HE WOULD CALL US AS SOON AS HE GOT A MESSAGE FROM THE CORPORATE OFFICE. BY THIS TIME I HAD BEEN AWAY FROM WORK FOR QUITE A WHILE AND STILL HAD TO DRIVE BACK.

ABOUT 6 PM ON THE SAME DAY, THE 21ST OF MARCH , I CALLED JACK COLE AND ASKED HIM IF HE HAD HEARD FROM HIS CORPORATE OFFICE. JACK INFORMED ME THAT THEY HAD BEEN IN MEETINGS SINCE 12:30 AND HAD NOT RETURNED HIS CALLS AND E-MAILS.

JACK SAID THAT HE WOULD CALL ME ON THE MORNING OF THE 22ND OF MARCH. I INFORMED JACK THAT I NEEDED TO KNOW SOMETHING SOON, SO THAT OUR 30 DAY RETURN PERIOD WOULD NOT EXPIRE. HE TOLD ME NOT TO WORRY THAT HE WOULD TAKE CARE OF EVERYTHING AND CALL ME THE NEXT DAY.

WHAT HAPPENED NEXT WAS VERY STRANGE, INSTEAD OF CALLING ME BACK THE NEXT DAY, HE CALLED MY WIFE JUST AFTER I HAD HUNG UP WITH HIM. AND TOLD HER THAT THE STORE WAS NOT GOING TO EXCHANGE THE MERCHANDISE AND THAT HE WOULD SEND OUT A REPAIRMAN TO WORK ON THE STOVE. I CAME IN THE DOOR FROM WORK WHILE SHE WAS TALKING WITH JACK AND HEARD HER TELL HIM THAT REPAIRING A STOVE THAT WAS BRAND NEW WAS UNACCEPTABLE.

SHE WAS INFORMED THAT REPAIRING WAS ALL THAT THEY WERE WILLING TO DO, AND THAT SOMETIMES APPLIANCES BREAK DOWN. I HAD JUST TALKED WITH JACK BEFORE I LEFT WORK, SO I COULD NOT UNDERSTAND WHY HE DID NOT TELL THIS TO ME.

AFTER THIS CALL, I CALLED MASTER CARD TO DISPUTE THE CHARGES. MR. COLE CALLED BACK A FEW TIMES AND ARGUED WITH MY WIFE. HE WAS TO FAX OVER SOME PAPERWORK FOR US, BUT NEVER DID.

THURSDAY MARCH 22, 2007 I CAME HOME FROM WORK TO FIND THAT THE $ 2000.00 REFRIGERATOR I HAD PURCHASED AS PART OF THE PACKAGE HAD STOPPED WORKING COMPLETELY. I CALLED MR. COLE AND WAS TOLD THAT HE WAS BUSY AND THAT I COULD HOLD. AFTER A WHILE, I HUNG UP AND CALLED BACK. I WAS ASKED TO HOLD. FINALLY JACK CAME TO THE PHONE AND OFFERED TO SEND A REPAIRMAN. HE TOLD ME THAT APPLIANCES DO BREAK DOWN.

I INFORMED HIM THAT I HAD NEVER HAD A STOVE OR REFRIGERATOR BREAK DOWN AFTER LESS THAN 30 DAYS OF USE. I ASKED HIM IF HE HAD SOLD US RECONDITIONED MERCHANDISE. HE DENIED IT.

MY WIFE AND I GOT IN THE CAR ON THE NIGHT OF THE 22ND OF MARCH AND DROVE TO THE STORE . WE ASKED MR. COLE TO REVERSE THE CHARGES ON OUR MASTERCARD, BUT HE SAID HE WAS NOT AUTHORIZED. I ASKED HIM TO CALL SOMEONE TO GET THE AUTHORIZATION, BUT HE TOLD US THAT HIS SUPERVISOR WAS ON VACATION.

WE KEPT INSISTING, UNTIL HE GOT SOMEONE, A MR. LARRY KELLER ON THE PHONE. MR. KELLRER SAID THAT HE WOULD BE HAPPY TO SEND A REPAIRMAN OUT TO REPAIR THE REFRIGERATOR. WE TOLD HIM THAT THIS WAS UNACCEPTABLE. HE THEN STARTED TALKING ABOUT SOME SORT OF EXCHANGE. WE TOLD HIM THAT WE HAD TRIED TO WORK WITH THEM ON AN EXCHANGE, BUT THEY WOULD NOT DO IT. WE TOLD MR. KELLER THAT WE HAD PUT THE MERCHANDISE INTO DISPUTE AND THAT WE DID NOT TRUST THEM TO SELL US ANY MORE OF THEIR MERCHANDISE. WE JUST WANTED TO GET OUR MONEY BACK. HE SAID NO, I WILL NOT GIVE YOU YOUR MONEY BACK.

WE NOW HAVE A BROKEN $1500.00 STOVE AND A NON WORKING $ 2,000. PLUS REFRIGERATOR THAT IS LESS THAN 30 DAYS OLD, SITTING IN OUR HOME. I HAVE NO IDEA WHEN THE MICROWAVE AND DISHWASHER WILL QUIT . WE BOUGHT MAINLY KITCHENAID APPLIANCES, WHICH ARE VERY EXPENSIVE, IN THE HOPES THAT WE WOULD NOT HAVE TO PURCHASE APPLIANCES AGAIN FOR MANY YEARS. THE REFRIGERATOR IS AN AMANNA, WHICH WE PURCHASED,BECAUSE WE WERE TOLD KITCHENAID DID NOT MAKE THIS PARTICULAR TYPE OF REFRIGERATOR. WHEN I WENT BACK INTO THE STORE , THEY HAD A KITCHENAID REFRIGERATOR THAT MATCHED OUR PACKAGE. THEY SOLD US THE AMANNA, SO THAT WE WOULD NOT QUALIFY FOR THE APPLIANCE PACKAGE REBATE.

WE HAVE NO DESIRE TO EVER DO BUISNESS WITH THIS COMPANY AGAIN. THEY HAVE BEEN DECEPTIVE AND NOT VERY TRUTHFUL TO US THROUGHOUT THE ENTIRE PROCESS.

THANK YOU,
XXXX XXXX
404-XXX-XXXX

E.
dallas, Georgia
U.S.A.

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This report was posted on Ripoff Report on 03/25/2007 12:52 PM and is a permanent record located here: http://www.ripoffreport.com/r/HH-GREGG/SMYRNA-Georgia-30080/HH-GREGG-BAD-APPLIANCES-DID-NOT-LAST-30-DAYS-TRIED-TO-MAKE-OUR-RETURN-TIME-RUN-OUT-SMYRNA-240665. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 8Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

Kevin

AUTHOR: X - (U.S.A.)

Kevin, I don't think anything you offer to say or suggest is going to matter to this person, which you may have already figured out.

I speak to many people for the company, and they only see that they got it from us so resolution is up to us.
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#2 Author of original report

TO KEVIN- YOU DON'T SOUND LIKE A LOWLY EMPLOYEE

AUTHOR: E. - (U.S.A.)

Kevin,
Sorry, but you do sound like a typical hh manager.

You are trying to twist things around.My wife went in for an exchange on march 20,
This exchange had supposedly had been approved by the operations manager with whom we had spoken, but I WAS TO GO IN AND SIGN THE CREDIT CARD.

ON MARCH 21ST I went in and was given the run around. The operations manager was to call me back with approval, but called my wife instead and told her he would "not" make an exchange.
At this point, I called Mastercard to dispute the chages.

If hhgregg has a 30 day exchange policy, then why would we need an authorization from the corporate office?

"THE STORE HAS LAID OUT THE OPTIONS FOR YOU"
NO, they said they would exchange, then when we tried, they stalled, even after we had picked new appliances.TOLD MY WIFE THEY WOULD NOT EXCHANGE.

"HE STARTED TALKING ABOUT SOME SORT OF EXCHANGE"
Only after we demanded our money back ON THE 3RD DAY OF DEALING WITH THIS and told him that we would dispute the credit card.We had already tried for an exchange and were turned down.AFTER WASTING 3 DAYS +

"IT SOUNDS AS IF WHIRLPOOL HAD DENIED THE RETURN." Then why didn't hh gregg say that?

"STAND BEHIND OUR PRODUCTS AND WE DO"
If they did, I would not be here writing this.
This would have been resolved weeks ago.
Actually, when we went back to the store, the manager "was" standing behind the appliances, hoping that we would not see him.

"First of all hhgregg is not a bad store"(your quote) Maybe not, but they sure left me with a BAD IMPRESSION.

"WE CAN'T STAY IN BUSINESS BY EATING $3500.00 IN APPLIANCES WHEN THEY BREAK"
Believe me this will cost them many more dollars in sales, from people who I would have recommended to their store, but now have to send them elsewhere. I work with several builders who stock all of their homes with appliances to the tune of 300 - 350 homes per year.

That is 300+ microwaves, dishwashers and ranges.
Not to mention all of the remodeling jobs.
These guys don't have time for worry about appliances breaking after 30 days.

"ABOUT THE SALES REBATE", MAYBE THE STORE HONESTLY DIDN'T HAVE THE REFRIGERATOR IN STOCK WHEN YOU PURCHASED YOUR PACKAGE."
WE were told that Kitchenaid did not make this refrigerator, but when we went back to the store , they had one."Imagine, we went from not making one to there it is in the store. HONESTLY.

"OBVIOUSLY THE STORE IS TRYING TO WORK WITH YOU"
WE gave them the opportunity to work with us, but they didn't. MR. KELLER WOULD NOT CALL US AND TALK WITH US. WE were at the store when the operations manager had him on the phone, and the manager reluctantly let us get on the phone and speak with him. He did not want to talk with us.

KEVIN, ARE YOU SURE YOU ARE NOT MR. KELLER?
YOU SURE HAVE TAKEN A LOT OF INTEREST IN THIS , FOR A "LOWLY EMPLOYEE" WHO IS NOT IN MANAGEMENT?


PS. "MY MOM HAS A REFRIGERATOR SHE BOUGHT FROM hhgregg IN 1989" Yes, but does it "still work"? If so, how many times has it been repaired?
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#3 Author of original report

TO KEVIN- YOU DON'T SOUND LIKE A LOWLY EMPLOYEE

AUTHOR: E. - (U.S.A.)

Kevin,
Sorry, but you do sound like a typical hh manager.

You are trying to twist things around.My wife went in for an exchange on march 20,
This exchange had supposedly had been approved by the operations manager with whom we had spoken, but I WAS TO GO IN AND SIGN THE CREDIT CARD.

ON MARCH 21ST I went in and was given the run around. The operations manager was to call me back with approval, but called my wife instead and told her he would "not" make an exchange.
At this point, I called Mastercard to dispute the chages.

If hhgregg has a 30 day exchange policy, then why would we need an authorization from the corporate office?

"THE STORE HAS LAID OUT THE OPTIONS FOR YOU"
NO, they said they would exchange, then when we tried, they stalled, even after we had picked new appliances.TOLD MY WIFE THEY WOULD NOT EXCHANGE.

"HE STARTED TALKING ABOUT SOME SORT OF EXCHANGE"
Only after we demanded our money back ON THE 3RD DAY OF DEALING WITH THIS and told him that we would dispute the credit card.We had already tried for an exchange and were turned down.AFTER WASTING 3 DAYS +

"IT SOUNDS AS IF WHIRLPOOL HAD DENIED THE RETURN." Then why didn't hh gregg say that?

"STAND BEHIND OUR PRODUCTS AND WE DO"
If they did, I would not be here writing this.
This would have been resolved weeks ago.
Actually, when we went back to the store, the manager "was" standing behind the appliances, hoping that we would not see him.

"First of all hhgregg is not a bad store"(your quote) Maybe not, but they sure left me with a BAD IMPRESSION.

"WE CAN'T STAY IN BUSINESS BY EATING $3500.00 IN APPLIANCES WHEN THEY BREAK"
Believe me this will cost them many more dollars in sales, from people who I would have recommended to their store, but now have to send them elsewhere. I work with several builders who stock all of their homes with appliances to the tune of 300 - 350 homes per year.

That is 300+ microwaves, dishwashers and ranges.
Not to mention all of the remodeling jobs.
These guys don't have time for worry about appliances breaking after 30 days.

"ABOUT THE SALES REBATE", MAYBE THE STORE HONESTLY DIDN'T HAVE THE REFRIGERATOR IN STOCK WHEN YOU PURCHASED YOUR PACKAGE."
WE were told that Kitchenaid did not make this refrigerator, but when we went back to the store , they had one."Imagine, we went from not making one to there it is in the store. HONESTLY.

"OBVIOUSLY THE STORE IS TRYING TO WORK WITH YOU"
WE gave them the opportunity to work with us, but they didn't. MR. KELLER WOULD NOT CALL US AND TALK WITH US. WE were at the store when the operations manager had him on the phone, and the manager reluctantly let us get on the phone and speak with him. He did not want to talk with us.

KEVIN, ARE YOU SURE YOU ARE NOT MR. KELLER?
YOU SURE HAVE TAKEN A LOT OF INTEREST IN THIS , FOR A "LOWLY EMPLOYEE" WHO IS NOT IN MANAGEMENT?


PS. "MY MOM HAS A REFRIGERATOR SHE BOUGHT FROM hhgregg IN 1989" Yes, but does it "still work"? If so, how many times has it been repaired?
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#4 Author of original report

TO KEVIN- YOU DON'T SOUND LIKE A LOWLY EMPLOYEE

AUTHOR: E. - (U.S.A.)

Kevin,
Sorry, but you do sound like a typical hh manager.

You are trying to twist things around.My wife went in for an exchange on march 20,
This exchange had supposedly had been approved by the operations manager with whom we had spoken, but I WAS TO GO IN AND SIGN THE CREDIT CARD.

ON MARCH 21ST I went in and was given the run around. The operations manager was to call me back with approval, but called my wife instead and told her he would "not" make an exchange.
At this point, I called Mastercard to dispute the chages.

If hhgregg has a 30 day exchange policy, then why would we need an authorization from the corporate office?

"THE STORE HAS LAID OUT THE OPTIONS FOR YOU"
NO, they said they would exchange, then when we tried, they stalled, even after we had picked new appliances.TOLD MY WIFE THEY WOULD NOT EXCHANGE.

"HE STARTED TALKING ABOUT SOME SORT OF EXCHANGE"
Only after we demanded our money back ON THE 3RD DAY OF DEALING WITH THIS and told him that we would dispute the credit card.We had already tried for an exchange and were turned down.AFTER WASTING 3 DAYS +

"IT SOUNDS AS IF WHIRLPOOL HAD DENIED THE RETURN." Then why didn't hh gregg say that?

"STAND BEHIND OUR PRODUCTS AND WE DO"
If they did, I would not be here writing this.
This would have been resolved weeks ago.
Actually, when we went back to the store, the manager "was" standing behind the appliances, hoping that we would not see him.

"First of all hhgregg is not a bad store"(your quote) Maybe not, but they sure left me with a BAD IMPRESSION.

"WE CAN'T STAY IN BUSINESS BY EATING $3500.00 IN APPLIANCES WHEN THEY BREAK"
Believe me this will cost them many more dollars in sales, from people who I would have recommended to their store, but now have to send them elsewhere. I work with several builders who stock all of their homes with appliances to the tune of 300 - 350 homes per year.

That is 300+ microwaves, dishwashers and ranges.
Not to mention all of the remodeling jobs.
These guys don't have time for worry about appliances breaking after 30 days.

"ABOUT THE SALES REBATE", MAYBE THE STORE HONESTLY DIDN'T HAVE THE REFRIGERATOR IN STOCK WHEN YOU PURCHASED YOUR PACKAGE."
WE were told that Kitchenaid did not make this refrigerator, but when we went back to the store , they had one."Imagine, we went from not making one to there it is in the store. HONESTLY.

"OBVIOUSLY THE STORE IS TRYING TO WORK WITH YOU"
WE gave them the opportunity to work with us, but they didn't. MR. KELLER WOULD NOT CALL US AND TALK WITH US. WE were at the store when the operations manager had him on the phone, and the manager reluctantly let us get on the phone and speak with him. He did not want to talk with us.

KEVIN, ARE YOU SURE YOU ARE NOT MR. KELLER?
YOU SURE HAVE TAKEN A LOT OF INTEREST IN THIS , FOR A "LOWLY EMPLOYEE" WHO IS NOT IN MANAGEMENT?


PS. "MY MOM HAS A REFRIGERATOR SHE BOUGHT FROM hhgregg IN 1989" Yes, but does it "still work"? If so, how many times has it been repaired?
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#5 UPDATE Employee

Well,

AUTHOR: Kevin - (U.S.A.)

You said, "HE THEN STARTED TALKING ABOUT SOME SORT OF EXCHANGE. WE TOLD HIM THAT WE HAD TRIED TO WORK WITH THEM ON AN EXCHANGE, BUT THEY WOULD NOT DO IT."

That's what I based my exchange information on. Mr. Keller has the authority to offer such an exchange, where the GM may not.

You also say, "I know that HHGREGG would not mind if you take off work to wait for a repairman to come to your home and repair your new appliances."

I've never run into that situation. I own a KitchenAid stove and Whirlpool refrigerator, and have never had a problem in the 1 year I've owned them. But, if you did do an exchange, you would still have to take off work to wait for the delivery.

"I have purchased appliances from Sears that lasted 20+ years."

I'm sure you have. My mother still has the refrigerator she bought from HH Gregg in 1989. Today's appliances aren't made as hardy as the old ones. They're made to last 10 years tops (hence the 10 year major component warranty we offer) and then be replaced (same with TVs). That's no reason for them to go out after only a month, but I'm just trying to explain that it's not HH Gregg's fault they went out. They would've still gone out had you bought them from Sears or Best Buy.

Obviously, the store is trying to work with you, even though things could've been handled a little more smoothly. You said you had one from Circuit City that was resolved three months after purchase, and that is what the manager is trying to do with you.

It's not a pleasant situation for anyone, to be sure, but the store has laid out the options before you.
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#6 Author of original report

TO KEVIN: GREENWWOD INDIANA, USA

AUTHOR: E. - (U.S.A.)

KEVIN, we tried to do an exchange of the appliances.

If you truly read my rip-off report, it stated that my wife had picked more appliances, all that I had to do was go in and sign the credit card receipt.

When I arrived we were given the run-around. They suddenly had to wait on The Corporate Office to give their approval.I lost valuable time from work. I have purchased appliances from Sears that lasted 20+ years.

I have purchased appliances from Circuit City and had a problem that was resolved 3 months after the purchase. I have never had an appliance go out in less than a month, much less 2 major appliances. Kitchenaid and AMANA.
I know that HHGREGG would not mind if you take off work to wait for a repairman to come to your home and repair your new appliances.

E. DALLAS, GA.
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#7 UPDATE Employee

Return decision not up to the store

AUTHOR: Kevin - (U.S.A.)

Mr. E, I'm sorry for your troubles, and I can understand why you're frustrated.

Let me just state I'm a lowly employee. I'm not a manager and I don't hold any sway in this company beyond my meager sphere of influence. I'm also not an appliance person, so I couldn't tell you what's wrong with your appliances.

First of all, hhgregg is not a bad store. We've been around for over 50 years, and it's because of our (usually) outstanding service. I don't know the managers you mention personally, but I'm sure if they have those jobs with this company, they're good guys.

Secondly, I understand that you don't care about this, but the decision on whether or not the store can accept a return after the ten days is not up to hhgregg, it's up to the vendor/manufacturer (in this case Whirlpool, which makes KitchenAid, Amana, Maytag, and Kenmore, as well as several other brands). We can only accept a return (after the 10 day return policy) if the manufacturer accepts a return from hhgregg, because after the 10 days it's considered a "warranty return".

In this case, it sounds as if Whirlpool denied the return, instead opting to have it serviced. The store GM likely was waiting to hear from our Vendor Relations team which in turn was waiting to hear from Whirlpool.

At that point, almost a month after you accepted delivery of the items, the best we could then do was to offer either an exchange or repair.

I know you're going to say we should "stand behind our products", and we do. If you would've accepted an exchange, you know what would've happened to the broken stove and refrigerator? They would've been repaired and resold in our scratch and dent section. We can't return it to Whirlpool, we can't stay in business by eating $3500 in appliances when they break. And these are good appliances. It's just that, well, honestly, Whirlpool Corporation produces millions of stoves and refrigerators every year, and there's going to be one or two that ship out with a bad part. It's just life. That's why you shouldn't accept delivery until you're ready to use the item, because you'll have that 10 day cushion. I'm not blaming you, I'm just saying what I suggest to my customers.

You wouldn't have a broken $1500 stove if you would have allowed us to either service it or exchange it as the regional manager suggested. KitchenAid is a fine line of appliances, one of Whirlpool's upper lines, and 95% of the customers who buy that brand are happy.

Also, about the rebate, the sales associate and the store don't benefit if you don't get the rebate, the rebate is between you and Whirlpool. We make the same money whether you get a rebate or not. I'd rather sell you a rebated item to make you happy, because I'll make just the same. It could be that the store honestly didn't have that refrigerator in stock when you purchased the package.
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#8 Consumer Suggestion

Contact Mastercard

AUTHOR: Randy - (U.S.A.)

This is why I always make major purchases with my credit card. So that I can dispute the charges if the store is hard to deal with. BTW, I've never had a good experience at HH Gregg.
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