Bottom line, Hhgregg has no customer service at all. My wife and I were both repeatedly ignored, placed on endless hold, told the manager would call back when he never did, and directly lied to over a period of three weeks. The price of our new dryer was great, except when you consider that we could never use it and wasted hours on the phone trying to get them to do something. Obviously your mileage may vary, but this is probably the worst customer service experience I have ever had with a company. Given the abysmal treatment we received from them I wish there was something else we could do. We returned the washer and dryer got most of the money back and will never shop there again. I suggest you do not either.
We purchased a washer and gas dryer on sale at the store. The sales person at HHgregg was told we did not have an existing gas stub but that the line was near by. The sales person noted this several times. They charged $200 to install the dryer. We paid for everything and left. The washer and dryer were delivered and installation of the dryer was set for a different day (I had to help the install guy attach the water lines to the washer because he couldn't figure it out and he spilled water on the floor, but it was installed). The person they later sent out for the dryer had no idea why he was there (to plug a dryer in maybe?). After one look he said he couldn't do it as no one told him he had to put in a new stub. This was a Saturday. We figured there was some miscommunication and called to resolve the issue. HHgregg said they had to wait for the install company to get back to them and they would call us Monday to let us know what was happening. By late Monday evening, no one had called so we called them. HHgregg said the install company couldn't reach their employee and didn't know what was happening. The next day I called the install company and spoke to the manager. I told him of the HHgregg excuse. He found it ridiculous and said he talked to his guy first thing Monday. The job required more pipes etc. and was not something their company did (they just plug stuff in).
For the next two weeks we played one-sided phone tag. We would call and ask what they would do, they didn't know and would get back to us. We asked for the manager several times and each time we were put on hold endlessly. We got the sales person and a operator to promise several times that the manager would call back and he never did in the two weeks nor did he ever manage to come to the phone. We went in and they said they couldn't do anything but were working on it.
We called the corporate office to complain. The second one says to them the problem is with the Rockville store, they transfer you. Guess to whom they transfer you? The Rockville store that you are calling to complain about. After three such attempts I made the corporate person promise not to transfer me to Rockville. I explained that I wished to speak to a manager there. I sat on hold for over 20min at which point I was late for work and hung up.
We went in again angry. We both went in and had to bring our children. I found the manager (he was hiding in the back). I asked him if my 7 year old son could show him how to use the phone. He said I was an "a**" and he would not deal with me. I regret that I followed up being called an a** with a few choice words of my own, but by this point, we are beyond poor service. After 2 f'bombs the manager threatened to call the police. I guess that's it. Drop an f'bomb and they can figure out how to use a phone.
They took money for services they couldn't render, gave us the run around, promised to call for weeks and did not, and lied about where the problem was. I will never deal with them again.