hhgregg appliances & electronics
ATTN: Dennis L May
4151 East 96TH Street
Indianapolis, Indiana 46240
I mailed the letter below to HHGregg concerning a terrible customer service experience I encountered. To date, I have not received a call or any communication concerning my concern. Please think twice before spending your hard earned money at HHGregg as they don't seem to appreciate your business and are not ethical.
Reference: Order # ****-*****
Dear Mr. May,
I have been a loyal hhgregg customer for many years which my family and I have purchased several TV’s, and appliances. Thinking that I was a valued customer, I signed up for the hhgregg gold program to take advantage of offers not available to the general public. I had a very unfortunate experience when I shopped at and attempted to use my reward at the hhgregg location in Reynoldsburg Ohio (store #60).
I have been in the market for a Mitsubishi 60 inch DLP Television. As most people, I researched the model which I was interested in (WD-60738) on the internet to get an idea of how much the units were selling for. I found the unit listed on the Circuit City website for a total price of $850 including shipping and handling and no tax. The unit was listed as an open box model which didn’t bother me.
I called hhgregg to give the company a chance to meet or beat the price. I spoke to Robert ***** at the ***** location. Mr. ***** was very professional and went to bat for me. Through a few phone calls, I was told that the price could be matched since the same model was at the store as a display and could be sold as an open box. I informed Mr. **** that I would be down to purchase the TV later that night.
I arrived at the store and was greeted by Mr. *****. Again, I was treated very professionally and was shown the TV. My order was written up and I was escorted to the customer service desk as I was ready to pay for my purchase. This is the point where my experience with hhgregg went south very quickly.
I was one of two customers in line. The customer service desk had two computers available to check people out. One of the customers was at one of the stations. I was at the other (which nobody was there to assist). Mr. ***** and I stood at the counter looking over at the other person getting serviced for a good 10 minutes. The customer service area didn’t say anything to me such as “we will be right with you” or “sorry for your delay”. I was basically treated as an invisible object standing at the desk with no real value as a paying customer.
Mr. ***** finally got tired of waiting as well and went to find another employee to help us check out. After a few minutes, a younger male with glasses (don’t have his name) came to the desk. The person seemed irritated at best that I needed help. As an example, the clerk immediately placed the “closed” sign on his section right behind my order in frustration that others were waiting behind me as he clearly didn’t want to go above and beyond to help clear the line.
As the clerk started to type my order into the computer, calls were coming into the store. Rather than focus on me as a paying customer, the clerk decided to answer the phone and try to multi task which didn’t work. The clerk got one call which a person was upset their credit from a returned item didn’t post to their credit card account. I must have waited 15 minutes at the desk while he attempted to get all of the caller’s information to do research why I was trying to pay. As he continued to answer the phone, I tried to let him know I had an hhgregg gold coupon worth $75 dollars off my purchase price as the TV I bought was in the price range of $700 to $1299. I think he heard me but still was focused on customers calling in. I had to leave the desk for a few minutes and ask Mr. ****** if I could borrow the phone to call my wife and let her know I was going to be late since the process was taking so long.
I came back to the desk and the clerk finally was done with his customer phone calls and was able to talk to me. I was immediately told “The Manger is not going to except this coupon”. I asked for the reason and was told that I already got a good deal on the TV and he was not going to honor it. I asked to speak with the Manager.
The Sales Manager, Brandon Vawandingham came over to the desk. I asked why my coupon wouldn’t be honored. I was told that normally the store doesn’t price match with internet stores and that he was doing me a favor matching the price. In addition, I was told that the store was losing $20 dollars on the deal and couldn’t cut the price any further. I asked for Mr. Vawandingham to show me on the coupon where it indicated my coupon couldn’t be honored because I got too good of a deal. He took the coupon from me and outlined two sections which he claimed were the legal reasons why the coupon didn’t have to be accepted. The first sentence outlined “SRP indicates suggested retail price”. The second sentence “hhgregg reserves the right to limit quantities. Models and quantities may vary by store”. As you can see, neither sentence has anything to do with honoring the coupon.
I went on to tell Mr. Vawandingham about the very poor customer service experience I had with the clerk. Mr. Vawandingham defended the clerk’s actions in stating that calling customers could turn out to be hhgregg paying customers also. He re-affirmed his position by asking me if my call got answered when I called the store asking about the price match. I couldn’t believe that the manager was telling me that callers on the phone were just as important as paying customers with cash at the checkout counter. In my opinion, the customer being serviced is the customer that should be focused on until the transaction is complete. By the time everything was done, it took me 30 minutes to check out.
In conclusion, first and foremost, I am very dissatisfied with the way I was treated as a customer and will influence my buying decisions in the future. Second, I truly believe that my coupon should have been honored. The reasons why it couldn’t be honored were not listed within the legal language of the coupon as such. As a business person myself, I can’t believe that hhgregg would be willing to lose a lifetime customer over $75.
I would appreciate a call to discuss the matter further. Up to this point, I used and recommended hhgregg for all my electronic and appliance needs. I am hopeful the matter can be settled so I can continue to do so.
I have included a copy of my receipt along with the coupon showing the Managers outlines within the envelope.