HH Gregg
Complaint 39875 Details

Hello -



I want to report a recent incident that happened with my wife and I at Shortpump, Glen Allen Hhgregg Store and understand our right as consumer.



It all started with when we started shopping for a Dishwasher at Short Pump, Richmond, VA Hhgregg store. We have been upgrading our kitchen by buying stainless steel appliances from HHgregg (Cooking range microwave), we continued our loyalty and decided to buy dishwasher from same store as well.



We went in on 11/2/2011 after noon selected one model (Sales person John and Manager - Nick), paid for it along with Hhgregg Installation and 5 year extended waranty using my Hhgregg credit card. We were scheduled to get it installed on 11/8/2011 between 8-11 AM, the installers (2 gentlemen) showed up and looked over the new one and started taking old one out, soon they realized that our floor was laid down afterwards and that it is going to be hard to take it out. So they decide to cut it out and literally destroy it and making it unusable. These technicians failed to realize that they might have space contraint while fitting new one in and should do some measurement before they destroy it. Anyways they cut it and start working on new one, they fix everything (even had to run to store as it was missing parts). When they finally decide to put it in, they find out it won't fit, they push and tried to shove it in but it won't fit in. Anyways they decided they can't do anything and that we have to go back to store to get a different one. By this time my entire work day was gone.



Anyways we reach store Courtney( Extremely polite, helpful and knowledgeable sales person) told us in second that GE only makes 2 models that would fit and that we have to put a special order in which would take 6-8 weeks. On top of it another day worth pay loss to get new one installed. No one from Hhgregg was ready to talk about compensating this. I didn't want to argue with anyone in store but decided to report to corporate via internet and I did it same day.



Anyways next evening, I was washing dishes by hand and noticed water all over the cabinet under sink and floor. It destroyed wood, some stuff stored underneath the cabinet. I cleaned up and found that the installation guys never hooked back everything and water was coming out of the outlets.I called hhgregg store manager Nick as 6 PM on 11/9 to report this, he told me he'll talk to installers and give me a call which never happened. I called him back at 8:30 again he assured me that he'll follow up and call me back which again never happened but he had lodged complaint for me. Finally at 9 PM, I got call from install Inc and they said they have notified contractors and should get call from them in morning. Again never happened, I instead called them and they said someone would be there between 1-3. Then I get a call at 12 that we are waiting outside your house, I immediately took off from work and was there in 15 minutes.



The new installers took measurements and ask me what happened last time. They suggested that the slot was big enough to accommodate some of the available models. They offered to come with me to your store and find a model which they can fit in. I was more than happy to work with them and end this episode and try to save my holidays.



We reached the store, Courtney reaches out to us, I explained her entire story. She said she'll talk to store manager Matt and try to do something to get me compensated. But Matt had already seen my emails (sent to corporate) and was probably furious on me for reporting this incident to corporate. He came out charging and his first question was that "Nick had already resolved this situation. what are these guys (Installers) doing on my floor". I tried to explain him that they were just trying to help me and that it wasn't my suggestion. But he was extremely rude and not ready to listen and said this situation is closed and they can't do anything and if we want we can cancel our order. I'm more than happy to do that, if hhgregg can put my old one back as it worked fine till destroyed by your installers. Matt just washed his hands out of this and rudely told me he can't do anything for me, forget about discussion about compensating me for my loses.



My last resort was trying to call your corporate call center and report this incident and have them do justice. They just sprayed salt on my wounds and walked out of this issue saying that it is the installers fault not Hhgregg. She failed to understand that from my perspective I paid hhgregg to take care of me, if someone whom you sent failed it is not my fault. I shouldn't have to talk to them but she didn't listen and transferred my call. Installer Inc too didn't suggest any outcome and just told me that they'll look into it and get back to me.



At end of this, in this holiday season no one showed me spirit of giving as where I stand I've:



· My older dishwasher destroyed by Hhgregg provided Installers

· No new dishwasher at my house yet at least for 6-8 weeks

· Leakage all over my kitchen, destroying my property

· Black hole sitting in my kitchen through these holidays which will make sure I share this tale with all the friend and family who come over to our place this holiday season. (Also some water damage from leakage)

· Encounter uncooperative and rude store manager(Matt) who was furious because I used my freedom to speech to report to corporate, he was even made at installers who offered to help.

· Made tons of call without any ownership of this situation from hhgregg side

· Will loose work hours on 3 different occasions.



For me hhfregg failed at following contact points:



· Sales person John failed to inquire about our floor (Considering our sales person are expert they should know, Courtney knew about this)

· Installers who were outsources were not professional. It is common sense to check dimensions before you swap anything.

· Nick was compassionate but didn't got all the way to help me out. He could have offered some sort of compensation to soothen my pain.

· Matt was extremely rude and was made at me for reporting this incident. Instead he should have taken it as oppurunity for improvement. Even the installers that come with to store later on told me that they were surprised the way Matt talked to me. They said they had never seen this before.

· No one on hhgregg took any ownership for what your own selected installers did, instead they just wanted me to fight with them.



I would like to understand what are my right as a consumer, who lost time has been without dishwasher for 20 days now and still counting, broken old dishwasher, leakage damage. Considering someone like me who makes close to 55/hr, I would appreciate what is appropriate compensation.



Thanks!

Maninder