Customer Service @ HHGregg

[akcire]

I ordered a printer for my mom for Christmas(she asked for one). The order was placed on Thanksgiving Day. The email I received confirming the purchase stated that I would receive a secondary email within 72 hours with pick up information. Since HHGregg charged my credit card at the time the order was placed I sent a follow up email.

On December 11 I sent this message:

I placed this order nearly 3 weeks ago. My credit card was charged for the order. I received an email confirmation and was advised that within 72 hours I would receive final pick up information regarding my product. No additional communication has been received. I have made multiple calls to my local store and been advised the products are not there, nor do they know when/if the product will be avilable. HHGregg has my money, I would like HHGregg to uphold their end of the transation---and we have already exceeded that time schedule.

Please advise how your are going to resolve this situation. 72 hours is quickly approaching 3 weeks.

Then on December 20th I called, since I had not heard a response. The woman I spoke with at the 800 number advised that the order would not be fulfilled. I then asked for a refund, which she did process and it posted to my credit card on the 28th.

TODAY (18 days after I sent my order inquiry & 30+ days after the order was placed and my card was charged) I received this message from HHGregg in response to my intial email dated December 11th.

Thank you for your email. Our records indicate that the order was canceled and refunded. If you have any questions, the Online Orders department can be reached at (866) 974-7344. We value you as a customer and hope to have further opportunities to serve you.

Sincerely,
Ryan, hhgregg Corporate

So.....Hhgregg is brand new to my market. Does anyone have any past experiences with them? If this is how they routinely do business, I won't even bother to open their ad. Just looking to see if this is the status quo or if this is truly just a one off customer service disaster.

**BTW--I bought Mom a second printer at Best Buy, so she was good for the holiday***

 

[ceecee]

The HH Gregg is our area is known for bad customer service. A girl I work with had major trouble getting an appliance (still under warranty) fixed.

 

[akcire]

The HH Gregg is our area is known for bad customer service. A girl I work with had major trouble getting an appliance (still under warranty) fixed.

Good to know. I will tell the husband not to shop there and prevent any future problems.

 

[Dacky619]

We have actually used them a few times and they have been great. We bought a new fridge from them this summer and everything went perfectly. We even returned the water hookup hose about 3 months later (return policy was 30 days) and all the manager said was something along the lines of you spent $800 bucks here, we can give do this for you no problem. Maybe it varies from store to store, but the biggest reason we don't shop HHgregg more is their lack of options and their prices usually aren't great, but you can find good deals from time to time.

This holiday season many stores seemed to get behind with orders. My wife had a coat from Kohl's that said it was shipped, but it never left the factory. When she finally called it was canceled, refunded, and re-purchased. She was really upset, but that has happened everywhere this year for some reason. Best Buy had a ton of orders they had to cancel this year. I wouldn't write off a company on one bad experience, but we haven't done anything on HHgreggs website before.

 

[Toad_Passenger]

My only experience with hhGregg came this year, as they are also new to my area, as well. My brother got me some stuff from there for Christmas, and he bought them on Black Friday. Two of the items came with a rebate form, however the rebate forms had to be sent in within 30 days of purchase.

How many items sold on Black Friday were being given on Christmas Day, over 30 days from purchase? I felt bad for him, because his only option would have been to give me the gifts with the UPC symbols, etc. already cut off of the box.

In the end, the rules are the rules, and he's out the money for the rebate. Won't be going back for anything from there again.

 

[maggiew]

My only experience with hhGregg came this year, as they are also new to my area, as well. My brother got me some stuff from there for Christmas, and he bought them on Black Friday. Two of the items came with a rebate form, however the rebate forms had to be sent in within 30 days of purchase.

How many items sold on Black Friday were being given on Christmas Day, over 30 days from purchase? I felt bad for him, because his only option would have been to give me the gifts with the UPC symbols, etc. already cut off of the box.

In the end, the rules are the rules, and he's out the money for the rebate. Won't be going back for anything from there again.

This is actually pretty common. There was a discussion here on the DIS about the same thing dealing with Kohls.

Maggie