Complaint Review: HH Gregg - North Wales Pennsylvania

On Saturday, October 18^th, I went to the HH Gregg store in North Wales, PA and worked with an associate named Anthony Sholly.  I selected the TV I wanted to purchase and agreed to apply for financing through HH Gregg.  I was approved and the transaction was completed.  It was only when he went to retrieve the purchased TV from storage that I was informed that they did not actually have the TV in stock.  I was not advised of this until AFTER my credit was run and the transaction was completed.  Since I had already made the purchase, I agreed to drive approximately an hour each way to the HH Gregg in Langhorne, PA to pick up the TV since that store had it in stock.  Upon arrival at the HH Gregg store in Langhorne, we were not helped by any associate for more than ten minutes and did not actually receive the TV until more than 20 minutes after we arrived.  Upon picking the TV up, I noticed a small dent in the corner of the box, but assumed that the Styrofoam packaging inside would have prevented any damage.  Unfortunately, when we went to mount and install the TV late Saturday night, we discovered that there was damage on the bezel of the TV and unknown possible internal damage. 

Since HH Gregg was closed by the time the damage was discovered, I called the North Wales HH Gregg store at 11:13 AM and spoke to an associate who advised that a replacement TV would be arriving on Monday by 5pm and that I would be called upon arrival, at which point, I would be able to exchange the damaged TV for a new one.  On Monday, October 27^th, I called the North Wales HH Gregg at 1:46pm to check on the status of the shipment and was advised that the truck had not yet arrived, but would definitely be there by 5pm.  They again agreed that they would call me once it had arrived and the TV was available for pickup.  By 5:44pm, I had not heard from the store, so I called again and was advised that the truck had arrived and that the TV was available for pickup.  I asked them to double-check just to be sure and they returned after a long hold period to advise me that the TV was NOT in fact included in their shipment.  Had I not asked them to double-check, I would have made the trip (approx.. 15 miles) for no reason.  At that point, I requested to speak with a manager and was connected to Dave Seager who very rudely provided absolutely no explanation for why I was lied to THREE times by his employees regarding the shipment.  He then advised that he would not even place an order for a replacement TV until the original TV had been returned.  He wanted me to drive to the store to return the damaged TV and then continue to pay for the TV while he ordered and waiting for a replacement to arrive.  He was rude and completely inflexible and I’ve never encountered worse customer service from a manager. 

At that point, I was so sick of dealing with HH Gregg’s poor customer service and refusal to provide the product as paid for that I called Synchrony Bank and disputed not only the actual transaction, but also the inquiry on my credit that was based off of the false pretense that they could actually deliver the product.  I re-boxed and returned the product to HH Gregg along with the free promotional 32 inch TV that had come with the original purchase.   

At this point, I would like to file a formal complaint against HH Gregg for running my credit under the false pretenses of having the product purchased in stock and for blatantly lying and wasting my time THREE times by advising me that the replacement would be ready on Monday, October 26^th.  I would like for the credit inquiry to be wiped from all three of the credit reporting agencies and to be reimbursed for my mileage driven to pick up and return the damaged merchandise and the promotional 32 inch TV that is no longer available.