The stove I purchased is defective and has been a problem since I purchased it. I have been trying to get a replacement. Many excuses have been made both by H.H. Gregg and LG. I still don't have a workable oven (knobs melted). They just want to give me a range at their cost not one that is a replacement for the one I purchased. I want something comparable. This has been going on for over a year. The price I paid is immaterial, I just want a comparable replacement. Not just something at cost. This needs to be resolved.
Email sent to P. Richardson, Better Business Bureau below/
Per your email, following is the information we discussed during our
recent conversation:
1. The LG stove was purchased a H.H. Gregg, on sale. I purchased a LG
stove because it was highly recommend and had an excellent reputation.
2. The day the stove was delivered by Gregg, there was a large chip on
the porcelain. The stove was removed and replaced a total of 4 times
because of the same problem.
3. The last delivery the right hand side was smashed but they assured
me that there would be no problem with the performance of the stove. I
had been without a stove for quite a while since I was told that if
there was a problem they would remedy the situation. I have the
extended warranty and felt that it would be covered since they
recognized the problem at the outset.
4. I began using the stovetop, there were some problems which were
corrected. It was when I started to use the oven that I realized that
the self cleaning option was not functioning. I called LG to make sure
that I was using the feature properly. LG told me that it would need
to be checked by a technician. Two different technicians came and said
that they needed to check to see if LG would allow them to replace the
parts because the oven was not going up to the temperature necessary to
clean the stove. I waited for several months, following up regularly.
Each time I spoke to a different customer service representative.
Finally it was approved and the parts were replaced.
5. The new parts were installed and I used the oven for a family
dinner. When the dinner was done, I found that the knobs had melted.
Obviously, the oven was not sealing properly and enough heat was
escaping to melt the knobs. The last technician that came to inspect
the knobs told me that I must have left the oven open while cooking. I
am not a novice cook and certainly would not cook a turkey with the
over open or ajar.
6. I called LG Corporate, Gregg (the manager) and told them that at
this point I did not feel comfortable using the oven and felt it was a
safety issue and would like the unit replaced. It took well over a
month to get an approval for the unit to be replaced by LG.
7. They told me they would replace the unit or give me a comparable
unit or they would refund my money. I request a replacement since I
had purchased the unit when Sears was having a sale on the same item
and Gregg said they would matched the price less 10% if I purchased it
at their store.
8. They agreed to replace the stove and was I given a Saturday delivery
date. On Wednesday, I received the delivery date, the next day, LG
Corporate called and said that there were no stoves in my model
available and Gregg didn’t have one so I would have to make a refund.
I told them that I would not accept a refund because I could not
replace the stove with that amount since it was purchased on sale and
it was not my fault that the unit was a “lemon”. I called Gregg (40
in stock), Sears, and Home Deport. They all had the model in stock and
they could deliver the unit the next day. I called LG and confronted
them with the information and was told that they would not give me
another unit they would only refund the money after they originally
said they would replace the unit. I felt they did not handle the
situation in a fair and equitable manner or in good faith. I was very
patient and have not had use of an oven for over a year. I have been
forced to use my barbecue to cook with (even in the winter). Enough!
A year had passed, prices have changed and I should not have to spend
more money to get a comparable stove since it was the failure to their
stove to perform as advertised. Last but not least, have the knobs
melt is a safety issue. They must be something wrong with the sealing
mechanism in order for that to happen. I don’t want a lesser model as
a replacement. I have been inconvenienced far too much to agree to
just a refund and have to search again for a stove. Both LG and HH
Gregg have been passing the ball back and forth and I still don’t have
a stove that I can use. It’s not the money, it’s the stove. I shopped
very carefully to find the right stove at the right price. That’s what
I bought and that’s what I want in return.
Sincerely,
Gina Corrieri
Original Message
From: Peggy Richardson
To: pannoneb
Sent: Thu, Jul 21 10:17 am
Subject: HH Gregg
This is in regards to the conversation we just about your complaint
against HH Gregg. You can send your rebuttal to this email address.
Thank you.
Peggy Richardson | Dispute Resolution Specialist
Tel: (Personal Information Removed)
Fax: (Personal Information Removed)
Email: (Personal Information Removed)
www.bbb.org | Start With Trust
Better Business Bureau
151 N. Delaware Street #2020
Indianapolis, Indiana / 46204
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