Hh Gregg

Very unprofessional treatment, time-consuming, and frustrating.

unknown

It was horrible. First, I'm coming in there and I'm on a wheelchair. Obviously, I need some kind of assistance. It would be great if you would just come and greet me. I already knew what I wanted. Because I'm handicapped, I already knew specifics of what kind of range I wanted. I needed a slide-in and I needed the controls on the front. I already knew what washer and stuff I wanted because I wanted controls on the front. So, I kind of already knew what I wanted. So, I needed people to just come and take my order. I finally went to the desk and I said, "I need somebody." All of them were available. They just kept chatting with each other. Nobody was busy. None of them were busy. It wasn't like they were working. They were chatty, happy. All of them, There was like six of them. None of them were actually working. I still had to go to the desk to ask for assistance. They bring me this woman. She was definitely kind of new. She didn't really know what she was doing. It was her that did the two dryers on my order, instead of a washer. I said, "Okay. I want this one and this one. I want stainless steel." I looked at the fridges. I didn't have a height requirement. I didn't have a width minimum or anything like that in my new kitchen. I said, "Could you show me these?" It basically was between LG and Samsung model. I asked her the differences. "Show me this. Which one do you think is better?" She couldn't answer any of that. So I basically picked the one that I thought was better, which was great. I spent over a half hour at the register, with her doing the warranties and her doing this sale on this and this sale on that. I spent over 30 minutes sitting there on my chair - other people would have been standing - at the register, while she is trying to figure all that out, having to bring the manager over to get authorization for this and authorization for that. I literally spent more time at that register than I did looking at the items. That shouldn't happen.

They called me up and told me what time they were going to be there. They looked at my order. They probably glanced at the order. Any responsible person would have looked at the order. A couple of hours later they called me again to let me know that they were going to be there within 30 minutes. Somebody probably looked at that order again or maybe not. It would probably be a good idea to glance and see what you're delivering. They bring the fridge, they bring the range and they bring two dryers. They tell me, "We'll fix that. We'll actually give you the washing machine for a half price." But, they wouldn't deliver the washing machine for another three days because they don't deliver on Wednesday or some crap like that. They brought it three days later. I think it would be important to speak English. I have nothing against somebody that doesn't. But when you're working with a customer, you have to be able to communicate with them. Not one of them spoke English. At least have one that can communicate. The installers didn't speak English. They installed everything but we could not go over anything because they didn't understand me and I didn't understand them. So there was no questions that I could ask or anything. When it's just a simple washer dryer, you're assuming that it's going to be installed right. So, they brought two dryers. No one seemed to check the order to make sure that that was correct. They could have solved this problem early that morning when they were loading the truck.

It's not the appliances that I have a problem with. It's them and their salespeople, their delivery and installation people. Yesterday, their installation of the washing machine hose failed and flooded my laundry room and then flooded by den. We took pictures and everything. I called them. They said that they were going to try and get somebody out today to help clean up the mess and everything. They never even called me back. I emailed them back saying, "I can't believe you guys haven't called me." Finally, then somebody called me and they told me that they would get somebody out early Monday morning. Now it's noon time. Still nothing. I emailed them back at noon time actually saying, "I cannot believe you guys haven't even called me. Even more of my items are damaged." The drain hose was what came undone. They charged $80 for installation.

unknown

Sales people were originally helpful and the purchases went smoothly, but that's when HH Gregg stopped being helpful. First of all, they touted their price-match guarantee, but they said you had to stop by or call in every day to check because they wouldn't be responsible for monitoring the prices for you. I live an hour away from the store, so stopping by daily was not an option. I tried calling, but it literally took a half-hour each time to get a sales person to help you on the phone because they were always busy helping other customers. I quickly tired of this procedure because once the items were purchased, the hh Gregg employees had incentive to look up your previous purchases to find out if the price had dropped at any of the stores they compare their prices to. I did manage to get a couple of price drops by consistently checking their newspaper flyers, but I vowed never to make any more purchases based on the price match guarantee because it was such a pain to execute.

Then, the clincher. Here's why I'll never go back to hh gregg. Today, after less than ten months of use, the hard-plastic door handle literally snapped. The pieces that were screwed in remained attached to the fridge. The rest of the door handle came off in my hands, rendered useless as it had snapped into pieces leaving jagged edges. Because the sales person had told us we had a 1-year warranty when we purchased the appliance, I assumed hh gregg or Haier would fix the problem. No way! I called hh gregg, and as I expected, they told me to call the manufacturer. (I remembered seeing that instruction in the owner's manual.) So I called Haier and was stunned when their representative said only the mechanical parts (motor, etc.) are covered for one year. The rest of the fridge had only a 30-day guaranty. Wow! So much for that 1-year warranty the hh gregg salesperson had indicated came with the fridge. I asked the Haier rep if other people had complained of the door handle snapping into two pieces, and he said, "Oh, yes! It happens. It's not unusual." He then gave me the part # and an 800 number to call to order my new door-handle. The parts person told me it would cost $20.38 plus $7.95 shipping, so my cost would be close to $30. I paid for the new door handle, and asked the parts person if she had to fill many orders for new Haier door handles. She said, "Oh, yes! This is my second one this week, and I had at least two last week."

Because I had been told by the original hh gregg sales person that the refrigerator came with a 1-year warranty, I thought perhaps hh gregg would want to make the situation right. Nope. First, I got someone in the appliance department who listened to my story, and then said, "Well, I can't give you your $30 back, but I can give you a discount if you want to come in and buy a new refrigerator."  Seriously!  He said that!  I asked for his name so I could include it in my Angie's List review, at which point he said his name wasn't important and that I could speak to a manager. I said that sounds like a good idea.

After a lengthy wait, the manager, Emory, came on the line. I told him everything that I just shared with you. He said, "Well, you have to consider the price you paid for the refrigerator. When you bought it, you probably thought you were getting a pretty good deal, didn't you?" I said, "Yes, but I didn't know the door handle would fall off in fewer than 10 months!" He said, "Well, there were other refrigerators you could have purchased, so keep that in mind. Consider the price. You thought you had a good deal when you bought it." I said, "Yes, that's why we bought it. Also, Consumer Reports had recommended the Haier unit. But, I didn't expect the door handle to break off in my hands, and I didn't think to check the fine print on the warranty when your sales person told us we had a 1-year warranty. Also, when you hear what those representatives from both Haier and the parts place said about this being a common problem, it's pretty clear hh gregg is selling an inferior product in their stores." His response... "Well, you look around and you'll see Best Buy and everyone else selling them too."  I then asked if he could just refund the $30 that I was paying to secure a new door handle in order for him to persuade me to be a return-customer of hh gregg. He said he couldn't do that but that he would give me consideration on my next hh gregg purchase. What do you think the chances are that we'll be going back to hh gregg. 

We'll end this here so we can start a letter to Consumer Reports about the "recommended" Haier refrigerators that come equipped with breakable door handles.

The sales person at HH Gregg was very accomodating. The delivery was promised for 9/21/12 and the actual delivery ended up being 10/11/12. HH Gregg contracts out for their installation and delivery and I feel this is a big mistake. The installation and delivery was truly a disaster. The scheduler would call to verify the address and told me that the installers would call to let me know the delivery time and then they wouldn't call before coming. This happened multiple times. I have never seen a more disorganized group of people in my life.

I was given an adjustment due to all of these problems but I was still so horrified with this experience that I will never go to HH Gregg to purchase anything again.

Their prices are incredibly competitive. Their delivery is pretty quick and prompt. Their prices are good. The attitude of their floor salesman is good. They deliver in a hurry. I ordered a refrigerator and got the delivery in two days. Their delivery is quick and prompt. I ordered things from them and they delivered it the next day or the day after; depending on my convenience. Their product is good. Their price is good. Their delivery policy is good. They have got a cooperative attitude in the store. I will go back there, I can promise you.

They installed my dishwasher just fine but they weren?t able to install the refrigerator and just left it in the middle of the living room because the door wasn?t wide enough. The next day a different crew came back and less than 30 minutes later the refrigerator was installed. They did not remove the plastic coating and when my son attempted to remove this, the doors ended up getting scratched. When I called HH Greg, even though I had an extended warranty, they refused to repair it. They stated they were restrained by their corporate rules. They did direct me to contact the manufacture for the repair that was able to take care of the problem but I am dissatisfied that they were not able to help me directly. The manager at the store was apologetic but I do not think I would purchase from them again.