HH Gregg HORRIBLE SALESMAN/ MANAGER; BAD CUSTOMER SERVICE RUDE!!! Ocala Florida

I spent 2 hours trying to buy a washing machine yesterday.  Started at Home Depot, waited 30 min to be told the washer I wanted at the amazing price was not in stock, and I couldn't get it until Wed - my washing machine is DEAD, I need to have clean clothes to work.  They could not give me even a ballpark time when it would be delivered.  Went across the street to Lowe's.  Was told very rudely by the employee in appliances, that I needed to buy it at Home Depot because it was a great price, well, DUH, I figured that one out on my own.  It was an in store unadvertised price.  I had a picture of the machine with the price clearly displayed.  Left Lowe's, vowing never to return again, went down the street to HH Gregg, they had the same machine, same model number for $719.99 - Home Depot had it for $599.99.  Asked the very polite young salesman do you match prices, showed him the picture?  He said typically we have to verify online or with an ad, but I will ask my manager.  He came back, stated manager said low price was due to open box on the washer.  I explained it was not, they would order for me at that price, but I didn't want to wait until Wednesday.  He went back to the manager, stated, no problem we will match the price and have it in the store tomorrow, on Sunday.  I will be going back to the store today to pick up my washing machine.  

I will go back to HH Gregg in the future, they care to take care of their customer's, unlike Home Depot and Lowe's, who didn't seem to care that I had money in hand, and wanted to buy a washing machine.  

Great Job, HH Gregg, you have earned a customer, and I will recommend you to others.

I work at Hhgregg and it honestly just sounds like a case of uninformed or stubborn customer. Yes, salespeople have their bad days just like everyone else. it happens. Mike makes a very valid point. I work in customer service and I see customers every day scraping prices down far below our cosy and it kills the business as well as the people who work for it. Yes the salespeople want to make more money off of you because THAT'S how they get paid. However we are not a company to sacrifice customer service for a sale. Why would we? Customers would be dissatisfied with the experience and never come back or tell their friends. Which is why we frequently give such great deals in the first place. SECOND its standard Hhgregg policy for cash transactions over $100 that they either send you a check for the whole return or give the customer $100 in cash and send the remaining balance. often there is simply not enough cash to do a return for more than that amount. Simple as that. we aren't being rude, or spiteful. That is policy and not worth losing a job over. Also pretty sure the answers this customer was looking for were things that NEEDED manager approval. Again, policy.

Mr. Canton... Unfortunately, everyone does not appreciate good customer service these days.  Sales people at Gregg's aren't trained to follow shoppers around, they are trained to assist customers that enjoy being waited on.  I still am not sure how you are making it out to be a bad thing if someone wants to "earn your business", after all, isn't that what retailers should do?  The original post is a simply an example of a salesman not doing the best job of explaining the entire process to a customer, then the customer being upset when policy was enforced, quite frankly, a mistake.  The situation was simply a misunderstanding. Most sales aren't made on a company's return policy, as most people don't need to return things that they buy. The customer probably paid over $100 cash or check on one day, and came back for the refund on another.  The stores do 99% of their business on charge cards of one type or another, so the chances of them having $100 dollars in the register is slim to none.  I'd be willing to bet that if the money was there, they would have been more than happy to issue the refund.  If the customer had originally written a check, then in all fairness, they should receive a check back.  That's just good logic.

I would challenge anyone that enjoys good, friendly customer service and the best prices, to stop by their local hhgregg stores and see what they have to offer.

Ocala Hhgregg.

The person who was waiting on his check did not say anything about the situation, just that he was mad. He probably needed the money back to pay bills or he took the purchase home to the wife before he asked her if he could buy it. Now for the other gentleman. It's damned if you do and damned if you don't. If he walked into the store and no one was there to help him he would complain about that. The reason the salespeople follow you is because it is their job. That's why they are in the store, to help the customer out. When I worked as a salesman, people complained that you weren't there to answer a question. Even people who are just looking have questions. As far as BB goes, everytime I go into that store I never get any help. Everyone is always looking busy, but never doing anything. As far as the cables, do you know the difference between them? I'm sure you don't. I'll bet the free cables are not 1080p rated. Remember the fee the cable company charged you to send out the tech and all the other charges they add on to your bill? That's why they are free.

Yeah, we are paid on commission. Does that mean you should get everything at cost so my average pay drops from $10-14/hour down to $4/hour? That's really a good way to support the local economy and let us know you appreciate getting the best price in town. A lot of the time it's hard to even get waited on at Best Buyor other electronics retailers, and they don't really put the time and effort into making sure a product is really right for you. At HHGregg we're always willing to take that extra time to help you because if the tv isn't the right size or you realize you'd have liked another model better and return it we lose the commission from that sale.

No one is trying to screw you over, and no one is making a killing as an electronics salesman. Attempting to buy everything at store cost is flat out disgusting. It's a business. We have to pay for our buildings, light, heat, electricity, shipments, and on a good day have enough left so the employees get more than minimum wage.

You say the employees attitude changes when they realize you want somthing a dollar over cost... but is that really a big shock? Most of the time we sell the same model for anywhere from $100-1000 less than at best buy... and you want another $355 off, because while your family deserves that 58" plasma at a crazy price, mine doesn't deserve me to make enough to get the gas turned back on.

One manager there yelled at customers in front of other employee's over hdmi video cables. He called cable technicians "scumbags" and said they do not know what they are talking about. He was angry when people were returning the 100 dollar hdmi cable and chose to keep the free cables that the cable companies provide for free if you ask. There is not a person in the store that can show you how the 100 dollar cables are better, but theres more profit margin in their 100 dollar cables so they dont want you to return them because they get paid on profit margin. If anything they will walk you over to a tv connected to a different picture source than all the other tvs which will look better by default because your not taking one signal and sending them to 50+ tvs. If you do have a hdmi cable you received free from your cable or satellite company bring it in and ask them to show you how to connect a blu ray player correctly, ask them to show you a bluray player connected with one of thier expensive cables and then see if you can tell the difference. Those expensive add-ons are the only thing saving the electronics industry. www.monoprice.com will have similar cables at much cheaper prices. The hhgregg in ocala is run like a used car lot. They use a " point system". When you enter the store and look straight up the main isle, there is a salesman on the left and right, if you move to the left, the appliance salesman will follow you to try to help you and sell you something, if your just looking he will stand near by and follow you. If you walk to the right, its the audio video departments guys turn to follow you and try to help you. They are told my management they have to follow customers around and get asked why the customer didnt buy something when they leave and are drilled about it. They are trained to negotiate on price, to " earn your business". If you simply walk up to the price tag and look at the numbers on the bottom after the letters hg are some numbers. The numbers tell the salesman that if they sell it at the sticker price how much money is left in the item ( how much margin) so if a tv is regularly 2000, is sold for 1899 and the numbers on the bottom say hhg: 035571, that would mean they have $355.71 that they can discount on the product before it is below cost. Meaning your bottom line would be 1544.28 So if you want to get the best price in town, look at the tag and name your price, they will go back and forth between the managers, will counter offer you to try to get you to buy their warranty because they get paid heavily on it, or try to get you to buy anything they can with your purchase. Your easy counter is you can buy it online usually with free shipping. If they still dont budge ask them if they are willing to lose a sale over money, one of their mottos is not to lose a customer over price. If its even a dollar above cost they are told to take the deal. Its amazing to see their tone change when they realise that you arent going to pay full price for the tv and that they wont be making money off of it, especially if your not buying the warranty. This company is numbers driven and does not care about the customers, it is not a team based environment every one there only makes money if they sell something if they dont sell anything they are fronted minimum wage from the company, and when they finally make a big sale with alot of profit margin from those expensive cables and marked up tvs, they have to pay the company back. While hhgregg employees will follow you around even if your just looking, if you complain they will say " how many places to you go to where you cant find any one to help", but if you walk in pretending to be on a cell phone and keep an eye out out of the corner of your eye to see whos tracking you, youll see what im talking about. They are trained " just looking" is an objection when it should be a right of a consumer to look with out being stared at or followed. Its a shame because most of their customers are retired and are older people and are not comfortable using the internet to research their own prices. The employees will always offer to go to competitors websites, but if you ask them to go to amazon.com or any place else besides bestbuy or sears.com they wont because they know that the retail stores try to maintain a high markup. The person who wrote a prior complaint probably paid with a check or cash for a large purchase, and your refund is given back to you in the same way of which you paid. A company isnt going to pay a large ammount of cash back to a customer, and the only person who can write a check back would be at their corporate office so that is some one being impatient or ignorant. Bestbuy does not pay on commission, there is a salesperson named brad who works at the ocala location who is the manager of the home theater department. Whether or not you buy something is your decision and it does not impact his paycheck. if you want honest advice and a good price head to best buy or sears, if you dont mind the used car experience and the lack of product knowledge shop at hhgregg. Typically the only poor service from bestbuy is when they are short of people or some one who doesnt know about tvs or audio is helping out to make sure your waited on. Other than that they do a good job. Im not biased towards either company, but I know their actions will speak for themselves and hopefully you have enough ammo before you consider making a purchase at hhgregg, to see the signs.

Buyer Beware! Never again!!!!!, sadly they could care less either! What happened to "customer service"???????