h.h. Gregg Deceptive Business Practices Nationwide

On 10/29/16 I purchased a special order Whirlpool Freezer from HH Gregg and was informed that the freezer would take 2-3 weeks for delivery, but that I should have the freezer by Thanksgiving.  

11/19/16 Delivery Attempt #1
   I understand that this order was a special order, however, I was initially told that the order would be delivered on November 19, 2016. On November 19, 2016 I contacted the St. Clairsville, Ohio because no one had contacted me regarding the delivery the night before. The store (I spoke with one of the Michaels - both managers are named Michael at this store) stated that the delivery was actually set up for November 26, 2016. At first I thought maybe I had written down the wrong date, however, I know that the freezer was supposed to be in before Thanksgiving.

11/26/16 Delivery Attempt #2
   So on November 25, 2016 I recieved first a confirmation of delivery call and later a time window call stating that my freezer would be delivered between 8am and 11am on November 26, 2016. On the 26th I got up early and made sure that the delivery men would have a clear path from the garage door into the basement where they would be setting the freezer up. At approximately 10:30am I received a phone call from the delivery center telling me that my freezer had come in, but it was the wrong model AND the wrong color! The gentleman from the delivery center stated that the store had made a mistake when ordering my freezer. Well since all of the correct information is on my order paperwork, I do not really believe that! I asked when I could expect the correct freezer to come in. The gentleman that I was speaking to had no idea when my freezer would be in and stated that I would have to talk to the store. When I contacted the store, I spoke to Brandon the general manager of the store, he initially told me that he didn't think that it would take that long for my order to be delivered due to the fact that there were a few of the same make and model available in the warehouse. Then at a later point in our conversation he told me that he was not sure when I could expect my freezer and that he would have to check with the manufacturer and assured me that he would call me back. A couple of hours later, he called us back and spoke to my husband and stated that the manufacturer was closed for the weekend and that he would have to wait until Monday (November 28, 2016) but that he would call me back on Monday after he found out the details of the delivery timing from the manufacturer (Whirlpool). Monday came and went and I NEVER recieved a phone call back from Brandon. Due to my work schedule I did not get a chance to call the store back until Friday, December 2, 2016 (however the store has both my cell number and my home phone number both of which have voicemail where he could have left me a message). When I called the store yet again on December 2, 2016 to determine what was going on with my order, I got the other Michael that is a manager on the phone. He informed me that I should never have been told that the wrong merchandise came in because in all likelihood, it probably came in damaged not incorrect. He checked the computer and told me that the delivery was scheduled out for December 10, 2016. Now I have multiple issues with this delivery being scheduled for this date including 1. That my husband will be out of town and unable to supervise (and honestly I am a bit scared of how they will set up the freezer unsupervised by someone who knows what needs done after all the issues that I have had up to this point)! 2. Due to the fact that my husband will not be there the water line will need to be connected to the freezer by the delivery personnel. I was informed at the time of my purchase that the delivery men will not touch the plastic water lines, however Michael (from my phone call on December 2, 2016) he assured me that they will hook this line up to my freezer they just won't run the line across the hosue to get to the location of the freezer (which is fine because this line is already installed)! Due to the discrepancy in what I was told by the two different people in the store I am a little nervous about this! And finally, 3. I have several other obligations that day and the delivery needs to be completed in the morning, again I was told this would be no problem, however, I am understandably dubious about this! Now Michael was nice enough to discount our purchase by $100 after hearing about everything that we have gone through with this order, which was very nice of him.
All of the gentlemen that I have dealt with on the phone have been very nice, however, it gets very old when no one will ever return a phone call when they say they are going to. It is also fairly ridiculous that no one can answer questions for you when you call. I am sorry but I feel that this whole delivery situation is UNREASONABLE!!!!! I was told 2-3 weeks for delivery and this is going on 6 weeks for delivery IF it gets delivered on December 10th

12/10/16 Delivery Attempt #3
   And the story continues! My freezer was once again supposed to be delivered on December 10, 2016. I had the confirmation phone call and the second phone call giving me the time frame of 8:45am until 11:45am on Saturday December 10, 2016. And once again I go through the motions of getting up extra early on a Saturday morning so that I do not miss the phone call that comes 40 minutes before the delivery confirming that I am home and that they have the correct directions to my home. As I am waiting on this delivery, the delivery center calls and I believe that the mans name was Steve that I spoke to, well he proceeds to inform me that for some reason unknown to him, the Kentucky delivery center did not deliver MY FREEZER to the delivery center, therefore, I cannot have my freezer delivered on 12/10/2016. I am fairly irritated at this point and straight out asked Steve if my freezer would EVER be delivered? He informs me that he will take $80 off of the price of the freezer for my inconvenience and he will put me down for delivery on Monday, 12/12/2016. Needless to say I have just been getting more amnd more frustrated about this whole situation, so I decided to contact your corporate headquarters. I called twice, during midmorning EST (well within the 8-4:30 hours) and got an automated system which proceeded to tell me that you had a higher than normal call volume and that I should call back at a later time and the system then proceeded to hang up on me.

12/12/16 Delivery Attempt #4
   No confirmations calls were recieved.

12/13/16 Delivery Attempt #5
   Well of course, come Monday 12/12/2016, I have no expectation of a delivery because I never recieved any phone calls either on Sunday, 12/11/16 or on Monday morning 12/12/2016. So at lunch time on 12/12/2016 I attempt to contact the HH Gregg store in St. Clairsville, Ohio once again! When I call the phone is answered by Cameron, and I ask to speak to a manager. Cameron informed me that the manager is unable to come to the phone. I was not in a pleasant mood regarding this situation so I sarcasticly asked Cameron if the manager was unable to come to the phone because he was out of the building or because he was with a customer. Cameron politely answered neither, that the manager was "in the back room." Now I don't know if the man was in a meeting, eating his lunch doing stock or something else, all that I know is that he could not deal with my situation.
   I was a bit unhappy that I could not talk to anyone that could help me, so I decided to contact HH Gregg corporate headquarters to lodge a complaint about this ongoing issue and hope to get my freezer finally delivered. Well the first time, I attempted to call, the automated system hung up on me. The second time that I attempted to call, Dominique answered the phone after I had been ON HOLD FOR 38 MINUTES starting at approximately 12:30pm, I proceeded to tell Dominique that I have been trying to get my freezer delivered from my order placed on 10/29/2016. Dominique asked me for my order phone number and looked my order up. She then asked if she could place me on hold for a few minutes while she "investigated the situation a bit", the next thing I knew the phone was ringing and Brandon the store manager answered the phone. He had no idea what this call was about and I had no idea I was going to be transferred back to the store that was giving me no satisfaction and is part of the reason that I had called the corporate headquarters in the first place! Brandon did attempt to assist me, he has no idea why my freezer was not delivered today because it is sitting at the delivery center, supposedly. He told me that he does not have any idea why I thought it was being delivered today, because it is in the computer for 12/19/2016!!! I was extremely irritated to hear this and imparted this to Brandon, because 1. Steve from the delivery center told me it would be delivered on Monday, 12/12/2016 and 2. Before I talked to Steve, Robin left me a message (that I still have on my phone) that it would be delivered on 12/13/2016!!! Now I am being told that I will have to wait until 12/19/2016!!! Brandon informed me that he has no idea why I need to wait that long. During my conversation with Brandon he managed to move it up to 12/15/2016, however, I fail to understand why you cannot deliver it today or tomorrow when I was promised both days by two different employees! During the course of this phone call, Brandon graciously offered me my ice maker for free! I thanked him.

12/15/16 Delivery Attempt #6
   And here we are AGAIN!!! My freezer was scheduled for delivery today, I recieved both automated phone calls confirming my delivery last night. Unfortunately, this morning I also received a phone call from Vern in the Delivery Center in Pittsburgh, PA telling me that my freezer had once again NOT BEEN DELIVERED FROM THE WAREHOUSE IN KENTUCKY! He informed me that it has been sitting in the warehouse for over a week now and for some reason unknown to him, they just are not sending it up to the Delivery Center!!! He stated that he is unsure of WHY they are not delivering it up to the Delivery Center and that he has been emailing everyone he can think of in order to get it brought up, but so far has been unsuccessful! He stated that he will again attempt to contact them to try and get my freezer up here for a Saturday delivery! That would be Saturday, December 17, 2016. We are now approaching the EIGHT WEEKS since my freezer was ordered and I was originally scheduled for an 11/19/2016 delivery date and was told there would be no reason that it should not be in before THANKSGIVING!!!!!!!!! Now its almost Christmas and still I have no freezer! After talking to Vern I waited until the store opened at 9:30am and called them. I spoke with Brandon again. He told me that he does not understand why my freezer has not been brought up either. Well to be honest neither do I! He informed me that he would attempt to contact Peeber (sp???) to see what the soonest was that they could get me my freezer!

12/17/16 Delivery Attempt #7
   . . . . . We shall see if this time has as disappointing of an outcome as the last 6 attempts! And of course no freezer!!!

12/18/16
   Well on Friday 12/16/2016, I recieved my two confirmation phone calls. I was assigned a delivery window of 8:45am through 11:45am. On Saturday 12/17/2016, I woke up early so that I would be ready by the time that the freezer arrived. I waited until 11:30 am when I recieved a phone call that my freezer was once again not on the delivery truck from the warehouse in Kentucky. Vern from the delivery center in Pittsburgh informed me that he is very frustrated because he has sent multiple emails to the warehouse regarding my freezer but they are falling on deaf ears! Well Vern transferred me to the St. Clairsville, OH store. Mike, one of the managers, answered the phone. He was very apologetic, however, he too has no clue why they are not delivering my freezer. One of my biggest complaints with this particular delivery attempt is the fact that they just figured out that my freezer was not on the truck at the same time that my delivery window was ending. Mike informed me that the weather had held up all the trucks, and while I understand that, I do feel that they should have called the people they had set up for delivery in the morning (while they were waiting on these trucks that didn't get to the delivery center until almost 9:30am), to let them know that the windows were shifting. However, since the problem was an unexpected ice storm, I do understand the delay. Mike gave me another $100 credit on my freezer. This makes a total of $379.99 that I have recieved off of the purchase price of my freezer. He informed me that he was going to contact his District Manager regarding this situation. My opinion is that this should have been done after my 3rd failed delivery attempt. Mike was hoping that the District Manager would be able to get someone to actually load my freezer on the turck and bring it up from Kentucky.

12/19/16
   At approximately 4:15pm this afternoon, I contacted the St. Clairsville, OH store to try to find out if Mike had been successful in contacting his District Manager and if so what had been decided. I also wanted to clarify when our next delivery attempt would be. Mike informed me that he had indeed talked to his District Manager; and, the District Manager had contacted the warehouse. Unfortunately, the District Manager also stated that he cannot do anything to expedite the shipping of my freezer at this point in time. During our phone call I expressed a lot of frustration to Mike, during this conversation I asked him if he has any idea why I had been singled out like this. He informed me that it is not a matter of them singling me out, but instead that the warehouse does this to everyone with a special order. I also asked him why no one including the District Manager could make them do their job and he informed me that the employees, managers and everyone is very frustrated with the whole situation, as they are the ones who get stuck dealing with people like me on a regular basis. I informed him about my previous unsuccessful attempt to contact the Corporate Headquarters Customer Service and was unceremoniously transferred back to the store without me or the store personnel being notified. Mike believes that this was done because they don't know what to do to fix this issue either. I made a comment to Mike that I am seriously thinking of contacting an attorney regarding this situation, and he informed me that IF I tell him I am contacting an attorney he is no longer ALLOWED to talk to me. This was done in a vaguely threatening manner, because it made me feel like I would never be able to get my freezer if I could not talk to this man. I also asked Mike about someone getting a truck and going down to pick up my freezer and he said that is unequivocally not an option!!! I asked about substituting another freezer in the place of the one that I have ordered and Mike stated that they have no other freezers in stock that have ice makers in them, which was part of the reason for us ordering this particular model of freezer! I asked about the address to the Warehouse in Kentuck so that I could have my husband pick up the freezer, and was told that Mike does not know the address and could not get the address.

12/20/16 11:14am
   I contacted an online customer service with Corporate Headquarters and spoke with a Cheryl S. who informed me that my freezer is NOT in Kentucky and that she has no idea about why anyone would tell me that it is. She is showing a -1 in inventory in the Kentucky warehouse for that specific product. I wanted to print out the chat but when Cheryl ended the chat (before she answered all of my questions, because I do not believe that anyone in this company has any answeres) and once that is done the chat window will not allow you to print it !

   My amount of frustration continues to rise as this entire situation continues. In my opinion it does not matter if the freezer came in damaged or the wrong color or model NONE of this has been my fault or my responsibility. This is the holidays and while I was fully prepared to muddle through Thanksgiving without my large freezer, I was not prepared to make it almost all the way through to Christmas without it!!! I am trying to get things ready for the holidays and not being able to purchase things in advance is a hassle, it is also a hassle to have to stop by the store every other day for dinner makings because I do not have the room in my freezer to purchase my groceries less frequently, as I normally do. Some one needs to explain to these employees that these are their jobs and that unhappy customers find somewhere else to shop which leads to unemployed workers! I believe that you need to go through your warehoouses and fire anyone who is behind these delivery issues. As I said, after this mess began I looked online and this is a COMMON PROBLEM with your company, maybe if these people knew that they cannot continue to collect their paychecks for not doing anything, they would understand what is expected of them!
   I am so beyond irritated with this whole situation and now when I look online, I see that this seems to be par for the course for HH Gregg customer service and delivery! I will be expecting you all to go out of business any time now because all these people that you are irritating are going to shop elsewhere in the future and your sales will begin dwindling! Shame on you all for treating your customers like this. You should have the courage to go out of business before you irritate every one under the sun!!! This entire experience with HH Gregg has taken me from very excited to get my new freezer to absolutely disgusted!
   The one question I would like HH Gregg to answer for me is: WHY IS THERE NO ONE EMPLOYED WITH YOU ALL THAT CAN MAKE A DELIVERY HAPPEN??? It seems that there is not heirarchy in the company at all, if even the District Managers cannot get things to happen.