Complaint Review: hhgregg

hhgregg's customer service is beyond horrible! Specially if you have to deal with Benito Henriquez, the Sales Manager. On 10/09/2016 my wife and I purchased a Samsung fridge, microwave, washer and dryer at hhgregg Aventura. This will be the first and last time that I buy at any hhgregg. I should of went to Best Buy, like I always did in the past, but unfortunately I decided to give hhgregg a try. What a mistake! I entirely regret giving over $3500 to this company.

The items were delivered in the evening of 10/12. At first sight everything seemed fine, but upon further inspection and after actually trying the washer machine that same night we found out that the machine was very loud (louder than our previous 10 year old machine), it vibrated tremendously and the plastic chrome finish on the door had stains/marks that wouldn't come off. The model number is WF42H5200AW.

Additionally, these is not even the machine we wanted. We wanted machine model number WF45K6200AW, but they didn't have the dryer that goes with it in stock because of a shipping issue that Samsung is experiencing, they said. Out of all the washers and dryers that we were interested in they only had the ones we bought available. So we settled for those, our mistake.

On 10/14 we drove to the Aventura store to speak to someone about this issue and look for a solution, since they offer a 30 day guarantee. To our surprise, they simply told us that we needed to call Samsung and have them take care of it. We left the store and called Samsung immediately. The customer service representative at Samsung told us that they couldn't do anything and that I had to go to the store, because the retailer offers a 30 day guarantee and that Samsung's warranty begins after the 30 days are over. I turned around and went back to the store to talk to one of the managers, Angel, who kindly called Samsung from the store and passed them on to me and later explained that we need to call Samsung and let them document the problem and that after doing that step he would exchange the machine or even give us a more expensive machine at the same price and to go back to the store after calling Samsung and after the technician's visit, in case Samsung decided to send a technician. We scheduled a call with Samsung for that same night and went home.

After calling Samsung that night we went over some troubleshooting and I was provided with an E-mail to send pictures and videos of the issues. I emailed them the videos that same night and I received a call from them on 10/18 to schedule a tech visit. The tech came on 10/20 and said that there was nothing wrong with the machine. He took the top off and tightened a few screws, that for some reason were lose (where is Samsung's Quality Control?), and that got rid off the squeaking noise for now, but there's still lots of banging noise and vibration that a new machine shouldn't make, but according to him that is very normal. I also had to tell him to write down the fact that the marks on the door won't come off, as he tried and couldn't take them off.

We went, once again, to the store after the technician left, as that was what we were told to do by the hhgregg manager Angel. Unfortunately Angel wasn't there and we had to speak to Benito M. Henriquez, the Sales Manager, who happens to be the same person that was there when we bought the machine on 10/09. From the beginning he had a terrible attitude, typical of a really bad manager who doesn't care about customer service and doesn't have a clue what customer care means. He clearly didn't care about our issue and instead of trying to understand the problem he seemed extremely careless and even sarcastic at times. We really felt we were bothering him. It was like talking to a robot and not a logical human being. He had zero empathy and even rolled his eyes when we mentioned that a brand new machine shouldn't make such noises and have marks on the door. After that, I felt helpless and started to raise my voice because he kept saying to call Samsung and have them take care of it and that if we wanted to return the machine we had to pay a 20% restocking fee and that we needed to give them the box, to which I replied that I don't even know how the box looks because it was delivered without one, I never saw a box. I want to assume it was left in the delivery truck.

This is by far the worst customer service we have ever experienced at any kind of retail store. Benito Henriquez was completely careless. He had the nerve to give us the run around in our face without showing a bit of empathy. Now I understand why this store is always empty. In my opinion, Benito Henriquez is extremely skillful at saving the company a few dollars by being rude and shameless, but, horrible at doing his true job, which should not only be selling, but keeping customers happy and retaining them. His careless attitude and lack of leadership is also clearly reflected in the store's atmosphere and other sales reps.

If he would of showed some common sense and care I wouldn't be writing this review. I highly doubt that someone at hhgregg cares about this review, but I surely hope that someone can find this helpful and spend their hard earned money somewhere else.