Complaint Review: HH Gregg - Bloomington Indiana

I placed my order on June 7th for an LG washer/dryer set and for an LG fridge. We were told the fridge was a special order and would take about 2-3 weeks. We scheduled the delivery for June 22nd. We were told that if the fridge was not in, they would deliver the washer/dryer and we would take delivery of the fridge the following week - since it should arrive by then.

On the 22nd, we are moving items from our old apartment to the new house, so I call and ask them to call our cell phone when they are getting ready to deliver the items, since we weren't sure if we'd be in the house when they called. The lady on the other end says, well your delivery isn't until the 30th. I told her that I was looking at the receipt and it clearly says June 22nd delivery 7 different times. She says that the fridge was not in so they "pushed the ticket back".

I ask her, "why were we not called about the date being changed?" She responds, "we didn't change the delivery date, we just moved the ticket back." I explain to her - had I not called now to tell you to call our cell phone, how were we supposed to know that our delivery date was change? She says that she talked to Noah, the guy that took our order, and he told her to just move everything back so we could get it all at the same time. Again I ask, OK - when were you guys planning on telling us this? She did not seem to get what I was getting at, so I asked to speak with a manager.

I explain the situation to the manager - had I not called, how was I supposed to know this? He gives a big "OHHHHHHH, now I see why you are upset." They schedule delivery of the washer/dryer the next day, and the fridge will come in once they get their shipment. While annoyed that I was never called, they did the right thing with delivering the next day.

However, the fridge is still missing. I was told they pushed it back to June 30th. On the 30th, I went into the store to ask about. They said, well, it says July 15th in our system. The manager goes on to say, "this is a special order, and it usually takes 4-5 weeks for them to come on". I understand this, I just try to explain my frustration with 1) being given a date, it passing , and not getting a phone call, and 2) the previous problem of just changing the date w/o calling. He doesn't seem to care, and says he'll call us on the 15th and let us know what's going on.

On July 15th, my g/f (who was the co-purchaser) receives a call from Noah. Noah states the fridge is not in, but he "100% guarantees it will be in within 2 weeks". We patiently wait two weeks. I went in there today, being July 29th, and the manager says "well, the ticket says August 15th". I explain that, well that sounds about right since whenever you miss the date, you just push it back 15 days and act like the last date never happened. I complain that this is now the 4th time I've been given a date and it has not arrived. I further complain that I was told that it would be in by today with a 100% guarantee. He says he doesn't want to dissect what another employee told him. So I ask if his employee's word is no good? He doesn't answer that question and gives more BS lines of, it should be in by the 15th - he's ALMOST certain. Now that's reassurance!!

At this point, I'm fed up with dealing with him. They have not attempted to make a single call to the manufacturer to find out what is taking so long or give them any incentive to light a fire under their asses. So that's where we are at. I'm about to call the Bloomington store and ask for Jon's (the manager) boss and have a talk with him. I'll give an update if i ever get one.

John

Bloomington, Indiana

U.S.A.