Alan J. Slobodnik, M.S.W.

Thank you for the opportunity to respond to Mr. [redacted] complaint. We contacted the store manager where Mr. [redacted] attempted to make his purchase and was advised that Mr. [redacted] came into the store on 7/11/15 to purchase a television. Mr. [redacted] expressed his interest in purchasing a 75”...

Samsung Smart TV model (UN75J6300) which was advertised at Conn’s for $2399.99. Mr. [redacted] attempted to take advantage of Conn’s Price Guarantee for the television which he stated was advertised at [redacted] for $2299.99. However; we were unable to honor the price due to the television was not listed in the competitors weekly printed ad. Please see Conn’s Price Guarantee Policy: If you find the same item advertised in the weekly print ad at an established retailer (excluding Internet-only competitors) within 30 days of your purchase, we’ll match it. In regards to the floor model television, the store manager stated he advised Mr. [redacted] that he would verify with the buyers if the price could be adjusted. When Mr. [redacted] returned to the store the following day (7/12/15) he was informed that we were unable to reduce the price for the television due to the unit was already reduced to the lowest price. We show Mr. [redacted] contacted our Customer Service department the same day 7/12/15, to express his dissatisfaction regarding both the floor model television and the 75" Samsung he originally wanted to purchase. Mr. [redacted] was offered and accepted $100 gift card to be used towards the purchase of any item. Mr. [redacted] contacted our Customer Service department via email on 7/18/15 stating he went to the store to try an purchase the 75” Samsung Smart TV but it is no longer on sale and wanted the original sales price honor. Mr. [redacted] was advised that we are unable to honor the price if the television was not purchased when advertised for the sales price. Conn’s has been in contact with Mr. [redacted] on numerous occasions via email and phone regarding this matter. On 8/2/15, the store manager contacted Mr. [redacted] and advised him that the 75” Samsung was on sale this week for $2299.99. If Mr. [redacted] is still interested in purchasing the television, he may visit his nearest Conn’s location. Please be advised this sale will end on8/8/15; we will not honor the sales price once the offer expires.  If we may be of further assistance, Mr. [redacted] may contact our Customer Service department at 1-877-358-1252. Kind regards,  Dyeisha W[redacted]Customer Relations

Thank you again for the opportunity to respond to Ms. [redacted]'s concerns regarding her account. Per the terms of the “cash-option,” the “cash-option” is void if the minimum monthly payment is not paid within 10-days of the due date or the unpaid portion of the total “cash-option” is not paid within 10-days of the expiration date.  Mr. [redacted]’ first payment was 21 days late, voiding the “cash-option.”  Additionally, Mr. [redacted] assessed another late fee on January 1, 2017 due to the payments not being made timely on the account.  We spoke with Ms. [redacted] on January 3, 2017 and informed her at that time that the “cash-option” was void due to payments not being made timely on the account.We are unable to reinstate the “cash-option” as per the terms; the “cash-option” was void due to payments not being made within 10-days of each month’s due date.  We have no record of Ms. [redacted] being informed that we would remove one of the late fees in order to reinstate the "cash-option."We have included copies of Mr. [redacted]’ signed documents and payment history for his records.  Conn’s values Mr. [redacted] and Ms. [redacted] as customers and appreciates them for bringing their concerns to our attention.

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Ms. [redacted] concerns. We have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. [redacted] may contact Conn’s regarding questions...

by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.    Ms. [redacted] has stated in the complaint: She had a service technician come out on 11/2/2017 who stated that he could not get parts to repair her washer but she has not been able to get assistance from us; andShe is requesting repairs on her washer or an exchange.  Our investigation reveals that:            Ms. [redacted] service inspection was scheduled on 11/2/17 and she was informed that we needed to wait until we received the technician’s report to determine what further actions are required on the washer; andMs. [redacted] washer was approved for an exchange.   Our records show on 9/2/16, Ms. [redacted] purchased a [redacted] washer and dryer and elected to purchase a 36-month Repair Service Agreement Plan.   We researched Ms. [redacted] complaint and found that she contacted our service department on 10/24/17 stating her washer will not start. A service inspection was scheduled with a 3rd party service technician due to Ms. [redacted] service area for 11/2/17. Our records show Ms. [redacted] contacted us on 11/6/17 stating she has not heard back from the technician regarding her washer. After several failed attempts to get an update regarding the repair needs for Ms. [redacted] washer, we agreed to issue an exchange due to the repair delay.   Our records show Ms. [redacted] initiated her approved exchange on 11/24/17 and is currently scheduled to have her new washer delivered on 12/1/17 as requested. We sincerely apologize for any inconvenience Ms. [redacted] experienced as a result of the service delay.   Conn’s values Ms. [redacted] as our customer and appreciates her for bringing this matter to our attention. Sincerely, Conn’s Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
Sent: Friday, March 18, 2016 6:41 PM Subject: id# [redacted]...

[redacted]I purchased furniture from Conn's Home plus 5/2015. At the time of purchase I was told I had Interest free for one year. I was told I had to sign a contract w the Interest charges reflected on it. I didn't want to sign and I was assured by the salesman that was how they did it at Conn's. Now I want to pay it off before Interest charges hit to find out that I was never given Interest free for one year. I have been getting the run around from one store manager to another. Customer service was supposed to submit a form to the coir operate office. I called back 8 days later to find out it was never done. Girl from CS stated that I hung up on her so she didn't know what action I wanted taken. When the call ended she told me I'll submit the form and I said okay, I will call back in 3 days. The salesman I dealt with his name is Steven J. The manager I've dealt with is Jose. Jose told me that it was my fault that I sat down like an adult and signed paperwork. After I tried to explain his sales person took advantage of me obviously. CS told me had my purchase been over 6000 they may have been able to help me. Well my items were over $6000 until they screwed up the initial deliver by Steven j. The salesman ordering me the wrong box spring. So they removed $216.00 off my total.  These seem to be common practices from what I've read on different review sites. They really need to be stopped. I guess from everyone I talk to says there's nothing I can do. So this company can act like [redacted] and steal from unsuspecting ppl all day long. [redacted] And from the Revdex.com I get a question asking for the contract w no Interest charges. Of which I don't have because Steven J was so nice to explain that wasn't how they did it at Conn's. The reason being because if you don't pay the total due Interest charges start so they need to have the contract signed w Interest charges just in case.  [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  The gift card is a fair offer.  I never got any phone call requesting delivery confirmation and offered to show them my phone.  When someone makes it crystal clear that a delivery is expected next day maybe conns needs to step outside their outdated delivery protocol

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our record show on 7/29/16, Mrs. [redacted] purchased a [redacted] washer and dryer, dryer duct with clamps, washer hose and dry cords. Mrs. [redacted] delivery was scheduled for 7/30/16; our records show she was contacted the day before...

delivery to confirm her delivery and estimated time of arrival. Mrs. [redacted] requested to have her merchandise dropped off only and remain sealed. Mrs. [redacted] signed her delivery receipt acknowledging that she received her merchandise in good order.   We researched Mrs. [redacted] concerns and found she contacted our customer service department on 8/5/16, stating after moving into her new home and unwrapping the dryer she noticed the unit has scratches on it and is missing the hose. We are unable to determine when or how damages may have occurred once delivery is complete as no issue was reported at the time of delivery and Mrs. [redacted] had moved the items after they were delivered by Conn’s. Mrs. [redacted] has been informed that we are unable to compensate for any damages found after delivery was completed.   Mr. [redacted] was contacted and as a gesture of goodwill we agreed to mail a new wrench and steam kit via express mail.   If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513.   Kind regards,   Dyeisha [redacted]

Thank you for the opportunity to respond to Ms. [redacted]’s concerns regarding account [redacted]1730.  Ms. [redacted] stated she returned some items from her invoice and she would like the interest recalculated.    According to our records, Ms. [redacted] signed a 30-month retail installment...

contract on October 1, 2016.  She returned merchandise from the invoice receiving a credit of $597.77.  This amount included $559.97 for the product and $37.80 for the applicable taxes.    We are in the process of doing an interest recalculation on Ms. [redacted]’s account.  We ask that Ms. [redacted] please allow 10-14 business days for the recalculation to process.    Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.    Thank you, Cheryle [redacted]

Thank you for the opportunity to respond to Mrs.
[redacted] concerns regarding her [redacted] account.  Mrs. [redacted] stated she was supposed to have
zero percent interest on her account; however, there is interest being assessed
on the account.
Mrs.
[redacted] made her purchase through...

[redacted]. 
The purchase did not qualify for the no-interest financing promotion
offered through [redacted].  We have
attached a copy of Mrs. [redacted]s signed authorization accepting the terms of the
financing through [redacted].  If Mrs.
[redacted] has any additional questions, we ask that he contact [redacted]
regarding his account, as Conn’s does not have access to any additional account
information.  Thank you,Cheryle Simmons

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [redacted]’s concerns. We have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mr. [redacted] may contact Conn’s regarding...

questions by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com. Mr. [redacted] has stated in the complaint: 1)       That he was provided false information regarding his bed rails and did not receive what he ordered; 2)       He has been getting the runaround; and 3)       He is requesting to return his merchandise for a full refund and void contract.   Our investigation reveals that: 1)    Mr. [redacted] signed his contract and invoice acknowledging that was made aware he was purchasing a twin/full frame and queen/king bed rails; 2)    We have remained in contact with Mr. [redacted] regarding his concerns; and 3)    We have a no return/exchange on all furniture and are unable to honor Mr. [redacted]’s request for a refund or void contract.     Our records show on 3/6/17, Mr. [redacted] elected to purchase a Twin/Full frame and [redacted] Queen/King bed rails which comes with a 1-year limited manufacturer’s warranty. We show Mr. [redacted]’s items were delivered in good order on 3/8/17. As requested, the items were left in the box to be assembled by someone other than Conn’s.   We researched Mr. [redacted]’s complaint and found that he contacted our Customer Service Department on 5/12/17 (2 month after delivery) stating that he purchased a mattress and boxspring to go on his bed frame however; the bed frame does not have a center support that he needs and requested to return the item. Mr. [redacted] was reminded that we have a no return or exchange policy on all furniture and was informed that he could add additional support as needed.   Our records show Mr. [redacted] later contacted our service department on 6/13/17 stating the [redacted] rails cracked and split from the hook. A service appointment was scheduled for 7/8/17. During the inspection the serviceman found the rails were broken beyond repair therefore; an exchange was approved. We show Mr. [redacted]’s new rails were delivered on 7/14/17.  The delivery team assembled the rails however; they notated his boxspring did not fit the rails.   At this time we are unable to honor Mr. [redacted]’s request to return his rails for a refund and void his contract. Mr. [redacted] signed his invoice, contract and delivery receipt acknowledging that he was aware of the items purchased and they were received in good order. Mr. [redacted] did not purchase his mattress and boxspring from Conn’s and was in possession of his items for 2 months before contacting us to report any issues.   Conn’s value Mr. [redacted] as a customer and appreciates him for bringing this matter to our attention.

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding account [redacted].  Mr. [redacted] stated there were added charges on his account he was not aware of.   According to our records, Mr. [redacted] signed a 36-month promissory note and security agreement on December 21,...

2016.  He agreed to have his minimum monthly payment of $130.11 due on the 21st of each month.  Mr. [redacted] made one payment of $100.00 on February 9, 2017; however, his minimum monthly payment is $130.11.  Mr. [redacted] stated he is also receiving collection calls.    When a payment is late, we routinely begin call attempts to the telephone numbers provided on the credit application, as a reminder to ensure payments will be made timely. It is normal practice for our company to begin call attempts to assist consumers from falling behind on their account. Mr. [redacted] may pay in his local Conn's store, by mail, over the phone, or online where we also offer the option to schedule recurring payments if it is more convenient for him, before the due date. Additionally, if Mr. [redacted]’s pay date has changed, he may benefit from requesting a change of his due date each month. We ask that Mr. [redacted] contact us if he would find this beneficial.     Mr. [redacted] stated he was not aware of the insurance charge on his account.  Our records indicate, Mr. [redacted] filled out his credit application through conns.com.  The approval email Mr. [redacted] received instructed him to bring a valid ID, and proof of property insurance (renters or homeowners insurance policy) if applicable.  The email also states Customers are required to have property insurance covering the products they purchase from Conn’s and financed by Conn’s.  Customers have the Freedom to Choose; they can purchase Credit Property insurance offered by Conn’s OR provide proof of homeowners/renters insurance at the time of purchase while in our stores.    Due to this being a secured promissory note and security agreement, the merchandise must be insurance with property insurance, either purchased through Conn’s or provided by the customer under their own homeowner’s or renter’s policy until the contract is paid in full.  In the event the customer has an alternative insurance policy, they are able to send that policy into our insurance department to receive full credit as long as the declaration pages shows coverage from the date of purchase to the present date. Mr. [redacted] signed the Notice of Proposed Insurance page and the Freedom to choose page regarding the insurance. Mr. [redacted] may fax a copy of his homeowners’ or renter’s insurance declaration page to our insurance department at 855-593-5465.  We ask that he notate her Conn’s account number on the fax for faster processing.   Conn’s respectfully disagrees that Mr. [redacted] did not receive a copy of his contract as it was emailed to the address on file on the day of his purchase.  We have included copies of his documents for his records.    We are unable to honor Mr. [redacted]’s request to return he merchandise as it is outside of the return exchange period.    Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.    Thank you, Cheryle [redacted]

Thank you for the opportunity to respond to Ms.
[redacted]’s concerns regarding account [redacted]. 
Ms. [redacted] stated she made a payment on the account more than two weeks
ago; however, she continues to receive collection calls. 
 
According to our records, Ms. [redacted] posted...

a
payment to account [redacted] on July 17, 2015; however, the last payment
received on account [redacted] was June 23, 2015. 
 
When a payment is late, we routinely
begin call attempts as a reminder to ensure payments will be made
timely.  It is a normal practice for our company to begin call attempts
the first day the payment is late to assist consumers from falling behind on
their account.  You may pay on-line, in your local Conn's store, by mail,
or over the phone if it is more convenient for you, before the due date. 
Additionally, if your pay date has changed, you may benefit from requesting a
change of your due date each month.  We ask that you contact us if you
would find this beneficial.   Please note the account must be brought
current before we can adjust the due date according to Conn’s policy.   
 
Ms. [redacted] stated she had already made the payment.  If Ms. [redacted] would like to provide proof of
payment we will be glad to investigate further. 
 
We value Ms. [redacted] as a customer and appreciate her
for bringing her concerns to our attention. 
Thank you,Cheryle [redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [redacted]’s concerns. We have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mr. [redacted] may contact Conn’s regarding questions...

by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com. Mr. [redacted] has stated in the complaint: 1)       He immediately contact us to request an exchange on his refrigerator due to issue with drawer and water liner but was told would have to pay 15% restocking fee; 2)       He has been getting the runaround regarding a resolution; and 3)       He is requesting an exchange.     Our investigation reveals that: 1)    Mrs. [redacted] contact us two days after delivery requesting to return to unit due to defect and was advised that the unit would have to be inspected before a return/exchange can be authorized; 2)    We have remained in contact with Mr. [redacted] regarding service for his refrigerator; and 3)    Mr. [redacted]’s refrigerator does not meet the qualification for an exchange at this time.     Our records show on 8/5/17, Mr. [redacted] purchased a [redacted] side-by-side refrigerator and elected to purchase a 48-month Repair Service Agreement Plan. We show Mr. [redacted] received free delivery with his qualified purchased and his item was scheduled for delivery on 8/6/17.   We researched Mr. [redacted]’s complaint and found that upon delivery a small dent was found on the side of the refrigerator.  Mr. [redacted] was offered and accepted a 10% concession on the unit.  Mr. [redacted] signed his delivery ticket acknowledging that the item was inspected and received in good order.   Our records show Mrs. [redacted] contacted our customer service department on 8/8/17 requesting to return the refrigerator stating that the drawers do not function properly and the water line is loud. Mrs. [redacted] was informed that she would need to contact our service department to have the unit inspected before an exchange can be approved without the required 15% restocking fee.   We show Mr. [redacted] contacted our service department on 8/11/17 to have the unit inspected. A service appointment was originally scheduled for 8/18/17 however; Mrs. [redacted] requested to re-schedule for 8/21/17. During the inspection, the technician found the water line was functioning normally, but the drawers were a little hard to pull.   Although drawers are considered a cosmetic issue, we agreed to order parts to complete minor repairs. Once we have received the parts, Mr. [redacted] will be contacted to schedule installation.  However, Mr. [redacted]’s refrigerator does not meet the qualifications for an exchange at this time.   Conn’s value Mr. [redacted] as a customer and appreciates him for bringing this matter to our attention.

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [redacted]s concerns. We have a more than 120-year history of quality customer service and satisfaction, and I would not want anything to impair that record. As a reminder, Mr. [redacted] may contact Conn’s regarding questions...

by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.  Mr. [redacted] has stated in the complaint: 1) that his was washer was on the recall list and he was persuaded to purchase new washer; 2) we hauled off the old washer without permission; and 3) he has been getting the runaround about receiving a disposal form for the old washer   Our investigation reveals that: 1) Mr. [redacted] elected to purchase a new washer on 2/21/17 2) Mr. [redacted]s old washer was hauled away with upon delivery of his new washer 3) We were not able to verify the serial number on the old washer prior to the unit being shipped to the manufacturer.   Our records show on 5/30/16, Mr. [redacted] originally purchased a [redacted] washer and dryer and elected to purchase a 24-month Repair Service Agreement Plan. However; due to a manufacturer’s recall on Mr. [redacted]s washer, he returned to the store on 2/21/17 and elected to purchase a ** washer which was scheduled for delivery on 2/22/17. During the delivery, Mr. [redacted]s old washer was hauled off by the delivery team and returned to the warehouse to be shipped back to the manufacturer. Our records show Mr. [redacted] contacted our Customer Service Department on 3/28/17 stating that the delivery team hauled away his old washer without leaving the serial and model number from the back of the unit. Mr. [redacted] informed the representative that the information is needed in order to send his rebate form to the manufacturer and receive reimbursement for his old washer.   After further research our records show Mr. [redacted] washer was shipped back to the manufacturer from our warehouse as a recall unit. We contacted the manufacture on Mr. [redacted]s behalf and were able to obtain the serial number for his returned unit. We were also advised by the manufacturer that they are currently waiting to receive Mr. [redacted]s rebate form that was emailed to the address provided on 4/20/17 and 5/15/17 to begin processing his claim. We spoke to Mrs. [redacted] on 5/16/17 who stated they would send the rebate form to the manufacturer to begin the process. Mr. [redacted] may forward the rebate form directly to manufacturer or send his information to [email protected] and we will be happy to submit the rebate form on his behalf. We sincerely apologize for any inconvenience Mr. [redacted] experienced during this process.   Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.

Thank you for the opportunity to respond to Mr. [redacted]’s additional comments.  As stated in Mr. [redacted]’s original response; he contacted us on three separate occasions regarding his washer dated 10/16/17, 11/19/17, and 12/28/17.  However, two out of the three service calls were completed.  During his third service call with Conn’s, Mr. [redacted] refused service and indicated that he would contact the manufacturer for further assistance.  As mentioned Mr. [redacted]’s washer does not meet the qualifications for an exchange.  Therefore, we are unable to honor Mr. [redacted]’s request.  If service is still needed Mr. [redacted] may contact our service department at 1-855-266-6349 to schedule an appointment.    Conn’s values Mr. [redacted] as our customers and appreciates him for bringing this matter to our attention.   Sincerely,   Customer Relations Conn’s Inc.

Thank you for the opportunity to respond to Mr. [redacted]’ complaint. Our records show on3/23/14, Mr. [redacted] purchased the [redacted] Red River living room furniture which consists of three pieces (sofa, loveseat and recliner) and elected to purchase a 48-month [redacted] Plan. Mr. [redacted] signed his...

invoice acknowledging her agreed to purchase the [redacted] Plan and understood the coverage associated with his merchandise. We researched Mr. [redacted] complaint and found he contacted our service department on8/31/16stating all three furniture pieces had small tears and scratches. A service appointment was scheduled for9/2/16; during this inspection the serviceman found the sofa’s leather cracked in four different areas, several cracks and scratches on the armrest of the loveseat, a 2” split in the seam armrest of the recliner and damage on the top of the recliner from the unit hitting the wall. Mr. [redacted] was contacted and made aware that the reported damages are not covered under the terms and Conditions of the [redacted] Plan at the time of his purchase. At this time we are unable to honor Mr. [redacted] request; based on the serviceman’s report the damages are not covered under warranty. Although Conn’s revised the Terms and Conditions of the ** Plan in 2015, Mr. [redacted] warranty was purchased on3/23/14. We have attached a copy of the T&C’s of the FG Plan at the time of Mr. [redacted] purchase; please seeNumber 15: What Is Not Covered Letters (k, l and m). If we may be of further assistance, Mr. [redacted] may contact us at1-866-765-1513. Kind regards, Dyeisha [redacted]Customer Relations

Thank you for
the opportunity to respond to [redacted]’ concerns regarding account
#[redacted].  [redacted] stated she has
made multiple attempts to schedule her payment, but the payment has failed due
to Conn’s entering the wrong payment information.  She would like to be...

reimbursed for the
overdraft fees she has received from her bank.
 
According to
our records and recorded calls, [redacted] made several attempts to schedule a
payment for $62.47 for extensions to bring her account current; however, the
attempts to process the payment failed due to NSF.  Since [redacted] authorized the payments we
are unable to refund the NSF fees she has assessed due to the payment
attempts.  [redacted] also stated she
was informed that she would be able to take advantage of the [redacted]
insurance she purchased with her account. 
[redacted] requested the paperwork so she could file a claim with the
insurance company.  We complied with that
request; however, Conn’s cannot determine if a claim will be paid by the
insurance company.  When requested, the
necessary documentation mailed to the customer in order for them to file the
claim.  That completed information is
forwarded to the insurance company for review. 
The insurance company determines if a customer’s claim will qualify or be
rejected. 
 
We value [redacted] as a customer and appreciate her bringing her concerns to our
attention.  Thank you,Cheryle S[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
This is a quote for a previous email sent my you "  All call attempts are noted on the account with a date and time stamp.  Our records indicate the last call attempt on July 10, 2015 was placed to Mr. [redacted] at 8:52pm Eastern Standard Time.  Mrs. [redacted] returned the call and spoke with an agent at 9:54pm Eastern Standard Time."  When I proved to you that this was not true you are saying you are investigating. Yes it is harassing someone when you call them at almost 10 pm at night as a matter of fact it is against the law. The payment was made well before that call was placed also. You need to admit what you did was wrong and you need to make some sort of amends because you BROKE THE LAW!!! This going back an forth with you is getting old and if it takes calling the Corp offices and going higher then that is what I will do or if it takes filing a report with the government agencies that govern this sort of thing then I will go that route. I am not the one in the wrong here and if you think I will let this go then you are wrong. I have been a good customer with your company but I will never shop with your company again. When I am in the wrong I admit it. It's apparent your company can not do the same. You wake someone up in the middle of the night and you just want to brush them off and let it go with a "We are investigating it" there is no investigating it. You have the records I have the records now do whats right..  My next course of action will be with the governing bodies because I am tired of the brush offs. 
Regards,
[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on9/15/15, Mr. [redacted] purchased the [redacted] Grey livingroom furniture which consists of three pieces (sofa, chaise and swivel chair) that comes with a 1-year limited manufacturer’s warranty; no additional...

coverage was purchased with Conn’s.   We researched Mr. [redacted]’s service history and found he contacted us on7/7/16 regarding repair needs on all furniture pieces. A service appointment was scheduled for7/16/16; during the inspection the serviceman found the back board on the sofa had broken and the cushion cores were flat, the cushion core on the chaise defective and seat cushion on the swivel chair sagging. The serviceman ordered the parts for all units which were delivered to Mr. [redacted]’s residence on8/4/16. Mr. [redacted]’s appointment was scheduled for8/19/16; the serviceman was able to replace the cushion core on chaise and sofa but notated the structure broke on the sofa and additional parts were needed.   The serviceman also notated that the chair needed additional webbing to correct the sagging. The manufacturer approved an exchange on the sofa and the serviceman was advised to continue with repair needs on the chair. We show Mr. [redacted]’s sofa was originally scheduled for delivery on9/1/16but he refused to return the old unit upon delivery therefore; the delivery team did not deliver his new sofa.   Mr. [redacted] was re-scheduled 9/6/16and he was made aware that the old sofa would need to be returned to receive the new sofa. We show Mr. [redacted] swivel chair was repaired on 9/16/16 up to the manufacturers’ specifications.   At this time we are unable to honor Mr. [redacted]’s request; his furniture is covered under the T&C’s of the manufacturer’s warranty. Mr. [redacted]’s chaise has been repaired as of8/19/16, his sofa was replaced on 9/6/16and the repairs to his chair was completed on9/16/16.   If we may be of further assistance, Mr. [redacted] may contact us at 1-866-765-1513   Kind regards,   Dyeisha W[redacted]

Thank you for the opportunity to respond to Mr. [redacted]'s concerns regarding a Conn's account.  Mr. [redacted] stated his banking information was linked to a Conn's account in error and he assessed NSF fees at his financial institution due to the error.  According to our records, Mr. [redacted] notified us...

that his bank account had been debited in error.  We asked Mr. [redacted] to fax over a copy of a full running bank statement so we may research the matter.  Mr. [redacted] faxed over a copy of the bank statement; however, the statement he submitted did not have his name or account number listed.  We would need Mr. [redacted] to fax over a copy of his full running bank statement that includes his name, address, and full account number so we may research the matter further.  He may fax the requested information to 877-404-2434 for further review.  We appreciate Mr. [redacted] for brining his concerns to our attention.  We sincerely apologize for any inconvenience he has experienced due to this matter.    Thank you, Cheryle S[redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [redacted]’s concerns. We have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mr. [redacted] may contact Conn’s regarding questions by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.   Thank you for the opportunity to respond to Mr. [redacted]’s additional comments.  As listed in Mr. [redacted]’s last response that was received on 10/23/17; an exchange was approved under the Terms and Conditions of his manufacturer’s warranty which covers the replacement/exchange of a product and not a refund.  Our records indicate Mr. [redacted]’s exchange notes were keyed on 10/09/17 which instructed him to re-select a new refrigerator up to the original amount he paid which was $1,599.97.    After further review we found that Mr. [redacted] contacted us via email in November 2017; stating that he was unable to find a refrigerator up to his expectations.  Mr. [redacted] was advised that he had the option to exchange his refrigerator for the same exact model or revisit his local Conn’s to reselect.  Mr. [redacted] was made aware that we were unable to issue a refund.  Mr. [redacted] did not purchase additional warranty coverage through Conn’s HomePlus to review other options for a refund.   Again, at this time we are unable to honor Mr. [redacted]’s request for a refund.  Mr. [redacted]’s exchange was processed under the Terms and Conditions of his manufacturer’s warranty; which covers the replacement/exchange of a product and not a refund.  Mr. [redacted]’s exchange is still valid; he will need to visit his local Conn’s to reselect and schedule delivery.    Conn’s values Mr. [redacted] as a customer and appreciates him for bringing this matter to our attention.     Sincerely, Customer Relations Conn’s  Inc.