Mr. Consumer
xxxx xxxxx dr.
Xxxxx, ga. 301xx
Dear mastercard,
i am formally disputing a charge made on febuary 20 in the amount of xxxxxx for the purchase of an appliance package at hh gregg appliances
located at 2784 cumberland blvd., smyrna, ga. 30080. # 0089 according to my mastercard statement posted feb. 21. Reference # xxxx
The appliance package was delivered on february 23. As we were in the process of moving, we did not use the stove for several days. When my wife started cooking, we noticed that the stove was putting off fumes, and flames were coming up in the oven, sort of like lighting a fire in a barbeque grill. On march 17th my wife called hh gregg and asked to speak with ethyl emerson, our sales rep. She was informed that ethyl was not there. My wife spoke with another sales rep., who told her not to worry, that we had 30 days to return the merchandise.
March 19 my wife spoke with jack cole to arrange for a swap or return of the merchandise. On march 20th my wife went in and spent about 3 hours trying to pick a new appliance package. She was informed that everything would be exchanged, but since her name was not on the credit card, that i would have to come in and sign.
March 21, i took off work to go in and sign the paperwork.
When we arrived at the store, about 12:30 pm, i was told that i would need to see the manager jack cole, but jack was in the back checking in a new shipment of merchandise and i would have to wait. Finally, at around 1:45 mr. Cole came to the showroom and told me that he was waiting on an approval from corporate headquarters to allow me an exchange.
I asked mr. Cole why we wre wating on an approval, when i was informed that everything was ok the night before and all that i was supposed to do was come in and sign. He said that everything was ok and that he was waiting on an e-mail to give him the go ahead.
We showed mr. Cole the appliances that we wanted, but he said that they were not available at any stores. Everything we looked at was either out of stock or discontinued. We were told that we would have to take the scratched and dented floor models. We informed mr. Cole that we had bought top of the line appliances and would not be happy with the scratch and dents.
Mr cole spent about 10 minutes with us and then we were interrupted by a sales associate who informed mr. Cole that he had a phone call that was imperative that he take right away. Mr. Cole wrote down our phone numbers and told us that he would call us as soon as he got a message from the corporate office.By this time i had been away from work for quite a while and still had to drive back.
About 6 pm on the same day, the 21st of march, i called jack cole and asked him if he had heard from his corporate office. Jack informed me that they had been in meetings since 12:30 and had not returned his calls and e-mails.
Jack said that he would call me on the morning of the 22nd of march. I informed jack that i needed to know something soon, so that our 30 day return period would not expire. He told me not to worry that he would take care of everything and call me the next day.
What happened next was very strange, instead of calling me back the next day, he called my wife just after i had hung up with him. And told her that the store was not going to exchange the merchandise and that he would send out a repairman to work on the stove. I came in the door from work while she was talking with jack and heard her tell him that repairing a stove that was brand new was unacceptable.
She was informed that repairing was all that they were willing to do, and that sometimes appliances break down. I had just talked with jack before i left work, so i could not understand why he did not tell this to me.
After this call, i called master card to dispute the charges. Mr. Cole called back a few times and argued with my wife. He was to fax over some paperwork for us, but never did.
Thursday march 22 i came home from work to find that the $ 2000.00 refrigerator i had purchased as part of the package had stopped working completely. I called mr. Cole and was told that he was busy and that i could hold. After a while, i hung up and called back. I was asked to hold. Finally jack came to the phone and offered to send a repairman. He told me that appliances do break down.
I informed him that i had never had a stove or refrigerator break down after less than 30 days of use. I asked him if he had sold us reconditioned merchandise. He denied it.
My wife and i got in the car on the night of the 22nd of march and drove to the store. We asked mr. Cole to reverse the charges on our mastercard, but he said he was not authorized. I asked him to call someone to get the authorization, but he told us that his supervisor was on vacation.
We kept insisting, until he got someone, a mr. Larry keller on the phone. Mr. Kellrer said that he would be happy to send a repairman out to repair the refrigerator. We told him that this was unacceptable. He then started talking about some sort of exchange. We told him that we had tried to work with them on an exchange, but they would not do it. We told mr. Keller that we had put the merchandise into dispute and that we did not trust them to sell us any more of their merchandise. We just wanted to get our money back. He said no, i will not give you your money back.
We now have a broken $1500.00 stove and a non working $ 2,000. Plus refrigerator that is less than 30 days old, sitting in our home. I have no idea when the microwave and dishwasher will quit. We bought mainly kitchenaid appliances, which are very expensive, in the hopes that we would not have to purchase appliances again for many years. The refrigerator is an amanna, which we purchased, because we were told kitchenaid did not make this particular type of refrigerator. When i went back into the store, they had a kitchenaid refrigerator that matched our package. They sold us the amanna, so that we would not qualify for the appliance package rebate.
We have no desire to ever do buisness with this company again. They have been deceptive and not very truthful to us throughout the entire process.
Thank you,
xxxx xxxx
404-xxx-xxxx
E.
Dallas, Georgia
U.S.A.
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