Alan J. Slobodnik, M.S.W.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 9/5/16, Mrs. [redacted] purchased the [redacted] Queen bedroom furniture which consists of three pieces (headboard, footboard, and rails) and elected to purchase a 48-month FurnitureGard Plan. Mrs. [redacted]’s...

furniture was delivered and signed acknowledging the items were received in good order; no issues were reported. We researched Mrs. [redacted]’s complaint and found that she contacted our service department on 1/9/17 stating there is a large space between her headboard and mattress. A service appointment was originally scheduled for 1/13/17 however; when the serviceman arrived at Mrs. [redacted]’s residence, no was available. We show Mrs. [redacted] contacted service again on 2/8/17 regarding the same issue and requested to have all three pieces inspected. A service appointment was scheduled for 2/10/17; during the inspection, the serviceman was not able to find any defects or damages on all furniture pieces and reported the unit was up to the manufacturer’s specifications. Mrs. [redacted] has been advised that this is the way the unit is designed and we cannot issue an exchange unless a manufacturer’s defect is found. Therefore; at this time we are unable to honor Mrs. [redacted]’s request for an exchange; no issue were found with the unit at the time of inspections. 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 complaint.  Our records indicate that on 3/18/17Ms. [redacted] purchased [redacted] Furniture, [redacted] Table, and six [redacted] Grey Chairs each included a one year limited manufacturer’s warranty. Ms. [redacted]’s signed...

invoice acknowledges that she received a copy of the Return and Exchange policy.  Our Return and Exchange Policy states: No returns or exchanges on furniture.  If your product fails while under manufacturer’s warranty or Conn’s FurnitureGard Service Plan, Conn's Factory Authorized Service will repair your product according to these warranties.  On 3/20/17 Ms. [redacted]’s furniture was delivered as promised. After reviewing Ms. [redacted] complaint, we show that upon delivery one of the chairs was unbalanced. On 3/22/17 we went back out to delivery an undamaged chair. Upon delivery Ms. [redacted] informed the delivery team that two other chairs were experiencing issues. Our delivery team has since reached out to Ms. [redacted] to go out to repair the chairs with new hardware.  If we may be of further assistance, Ms. [redacted] may contact our Customer Service Department at1-877-358-1252.  Kind regards, Kristal [redacted]

Thank
you for the opportunity to respond to [redacted]’s complaint. Our records show on
9/22/15, Mr. [redacted] purchased a [redacted] side-by-side refrigerator and elected to
purchase Conn’s Installation to connect the waterline. Mr. [redacted]’s refrigerator
was delivered and signed acknowledging he received his...

items in good order on
9/23/15.
We
contacted Mr. [redacted] on 11/13/15 to discuss his concerns; during the conversation
he stated the installer was unable to go into attic to complete the
installation. Therefore; Conn’s has agreed to issue a refund for the
installation fee of $108.19. We ask Mr. [redacted] to please allow 7-10 business days
for the refund to process on his account. 
We appreciate Mr. [redacted] for bringing this matter to our attention and we
sincerely apologize for any inconvenience he experienced during this process.
 
If we may be of further assistance, Mr. [redacted] may contact Customer
Service at [redacted].
Kind regards,
Dyeisha W[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on1/15/16, Mrs. [redacted] purchased a “floor model” [redacted] refrigerator and elected to purchase a 24-month RSA Plan.We attempted to contact Mr. [redacted] on4/21/16to discuss his concerns but were...

unsuccessful in our attempt. We researched Mr. [redacted]’s complaint and found a credit of $142.03 was posted to Mrs. [redacted]’s account on1/28/16due to damages found on the refrigerator at the time of delivery. Although we are unable to verify that Mr. [redacted] was offered a concession for delivery charge, Conn’s has agreed to issue a credit of $99.98 ($79.99 for delivery fee and $19.99 for water hose) as a gesture of goodwill. We ask to please allow 7-14 business days for the credit to post to Mrs. [redacted]’s account. We sincerely apologize for any inconvenience Mr. and Mrs. [redacted] experienced during this process.If we may be of further assistance, Mr. [redacted] may contact our Customer Service department at1-877-358-1252.Kind regards,Dyeisha [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.]
Regards,
 1) nobody ever said I had a 30 day exchange, if that were true we would not be in this situation!   I was told 24 hours from leaving the store was the exchange policy.  I did call the 2nd day of bringing the unit home and spoke with a Store Supervisor, Richard, who told me I can will have to set up a service ticket and they will have to approve the exchange at the store.  I called Service and they told me I would have to pay for the tech to come out, i advised that is not going to happen that I just bought the TV they apologized and stated to have my internet connection checked or upgraded.  I became irrate and they disconnected the call.   This issue has been on going since I brought the TV, I upgraded my internet, wirless router and my modem, still the TV is not working, I have called numerous  with several departments.  Currently another service call is set up for this Sat 8/15/15 due to their Service Tech not showing up and wasitng my time last week.  This company is truly playing games and passing the buck to many different departments and not taking responisbility for their poor customer service discrepencies and ill service.  I have statements from an ex employee who wishes to remain annonoymous that says this store in particular re packages returned items and sells them as new.  I will be speaking to a lawyer if this is not approaitely resolved.  I am the consumer and should not be treated with such disrespect.

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.]
Regards,
  [redacted] was at my house on 10-10-16 to finish repairs that took took a month and a half to complete.  [redacted] may be contacted for confirmation at [redacted].  This work was done with my new service contract that I am presently paying for.

Thank you again for the opportunity to respond to Mr. [redacted]'s concerns regarding his account.  The credit for $865.98 has been applied to the account.  The remaining payoff balance on the account is $121.43.  As a onetime offer and a goodwill gesture, we are crediting the account the remaining balance of $121.43 and the account will close.  We ask that Mr. [redacted] please allow 7-10 business days for the credit to apply and the account to close.  Mr. [redacted] will receive a close out letter in the mail within 30 business days of the account closing.We value Mr. [redacted] as a customer and sincerely apologize for any inconvenience he has experienced due to this matter.  Thank you, Cheryle S[redacted]

Thank you for the opportunity to respond to Ms. Consuelo’s concerns regarding account [redacted]3770.  Ms. Cardenas stated she and her husband returned some items and she believes the contract should have been re-written.   According to our records, Mr. Cardenas signed a 36-month Promissory...

Note and security agreement on November 20, 2016.  Mr. Cardenas returned the washing machine and dryer and invoice credits in the amounts of $19.99 and $1937.63 were applied to the account on January 3, 2017.    Conn’s respectfully disagrees that the contract should be re-written as the credits were applied to the account.  We have included a copy of Mr. Cardenas’ payment history for his records.  Although Mr. Cardenas’ minimum monthly payment will not change, the credits were applied to the account. We have included a copy of Mr. Cardenas’ signed promissory note and security agreement and payment history for his records.   Conn’s values Mr. and Mrs. Cardenas as customers and appreciates them for bringing their concerns to our attention.

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.  
I sent pictures of my refrigerator 3 x's to Jana's Manager's phone per request as I had to prove myself worth.  I was advised Jana's Manager would review the photo's and determine whether or not I get my missing door shelf's and missing Deli drawer which was included in the refrigerator we looked at Conn's and purchased and is also present in the refrigerator's own provided manual. I have included n a provided attachment of the refrigerator we purchased from Conn's. Conn's Manager Kathryn did ship the missing shelf but advised me their was no deli drawer for the refrigerator we purchased even though we purchased one on display having a deli drawer and the manual shows our model with a deli drawer in the main compartment. After an extremely long waiting period and many of my own personal hours working for many months to get what was due to us, Jana and Manager Kathryn of Conn's as a gesture of good will provided us with door shelf's so we can now use our refrigerator door more efficiently. We still have a huge empty space in our main portion of refrigerator we can not put to use, as they refuse to provide us with what should have come with any refrigerator (Deli drawer/Shelf). We are required to purchase the drawer if we need it. Looking through the paperwork we also discovered we are also being charged interest when the original program we were approved for was 12 months interest free financing. More surprises!  Our days doing business with Conn's is over. I will worn everyone I know of their poor customer service and poor treatment and dishonesty toward those who keep them in business. I plan to pay this debt off asap as to prevent more loses in the way of extremely high interest charges from Conn's.
Regards,[redacted]

Thank you for the opportunity to respond Mr. [redacted]’s complaint regarding a purchase made under Wendi [redacted].  Our record show on 2/2/17, Ms. [redacted] filled out a Conn’s credit application; due to the credit criteria, the application was declined.  Ms. [redacted]’ purchase was made...

through Acceptance Now; which is a 3rd party financing option.  Although, Conn’s does not have access to Ms. [redacted]’ account or credit application we were able to confirm that he purchased a [redacted] plush power recliner with 36 months RSA, a [redacted] cocktail table with 36 months RSA, and a ** electric dryer with 48 months RSA.  Ms. [redacted]’ items were delivered on 2/3/17 as requested. Ms. [redacted] signed her delivery receipt acknowledging that her products were received in good order and that she thoroughly inspected her merchandise for dama**s for and exchan** or price concession would not be authorized for dama**s discovered after the delivery.  As mentioned above Ms. [redacted]’ products were financed through Acceptance Now; she will need to contact Acceptance Now directly at https://www.acceptancenow.com/RAC-Acceptance-Contact-Us.html or 1-888-672-2411 with any questions or concerns regarding their policies. At this time we are unable to honor Ms. [redacted]’ request; Ms. [redacted]’ purchase was not financed through Conn’s. As stated in Conn’s Return & Exchan** Policy: No Returns/Exchan**s on – Any item purchased under a third party lease and rent-to-own plan, except for manufacturer’s defect. In regards to Ms. [redacted]’ RSA cancellation, we have included a Service Agreement Cancellation Request form to have the RSA removed. Once the form is completed Ms. [redacted] will need to send in the form to process her request.  Any refund due will be issued to Acceptance Now.  If we may be of further assistance, Ms. [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards, Kristal [redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [redacted]s concerns. We have 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 about your purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or online at www.conns.com.    Mr. [redacted] has stated in the complaint: 1.     He has contacted us several times for repairs on his refrigerator but the unit is still not working; and 2.     He is requesting an exchange on his refrigerator.   Our investigation reveals that: 1.     We ordered parts to repair Mr. [redacted]s refrigerator but found additional parts were needed which has caused a delay; and 2.     Mr. [redacted]s refrigerator has been approved for an exchange.   We researched Mr. [redacted]s complaint and found that his refrigerator was approved for an exchange on 4/23/18 due to a delay receiving that parts. Our record show Mr. [redacted] re-selected an ** French door refrigerator which is currently scheduled for delivery on 4/25/18.   We sincerely apologize for any inconvenience Mr. [redacted] experienced as a result of the delay.   Conn’s values Mr. [redacted] as our customers and appreciates him for bringing this matter to our attention.   Sincerely,   Customer Relations Conn’s Inc.

[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.  
Upon a telephonic agreement with [redacted], District Manager on February 24, 2016 that upon our return to Mesilla, NM we will contact [redacted] to make arrangements to select a different set to accommodate our initial purchase. Thank you.

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.  They are supposed to do a spot clean as well as repairs. I can see now that even dealing with the Revdex.com is going to do nothing. This company is not run properly and I will take actions into my own hands. I have several ppl that are aware of all the hasle I have been through. It's very frustrating.
Regards,

Thank you for the opportunity to respond to Ms. [redacted] concerns regarding account [redacted]9331.  Ms. [redacted] stated she paid her account balance in full; however, an additional payment posted to her account.    According to our records, Ms. [redacted] overpaid her account on October 5,...

2016 by $46.83.  A refund for the overpaid amount was processed on October 17, 2016.  Due to a system error, an additional payment in the amount of $86.23 posted to Ms. [redacted] account on November 7, 2016.  Conn’s was in the process of refunding that payment; however, Ms. [redacted] disputed the transaction with her financial institution and that payment was reversed on November 15, 2016.    We have verified the system issue with Ms. [redacted] webpay has been corrected and no additional payments will be debited.    Conn’s values Ms. [redacted] as a customer and sincerely apologizes for any inconvenience she has experienced due to this matter.   Thank you, Cheryle [redacted]

Thank you for the opportunity to
respond to Mrs. [redacted]’s complaint. Our records show on 10/17/15, Mrs.
[redacted] purchased a [redacted] Memory Foam...

mattress and a Serta
Perfect Sleeper box spring which was scheduled for delivery on 10/18/15. Upon
assembling the bedroom furniture; the delivery team found Mrs. [redacted]
received a full size mattress and a queen box spring. Mrs. [redacted] was
advised to contact her sales associate regarding the incorrect size mattress
and the delivery team returned the full mattress to warehouse. However; the
remaining item where signed as received in good order.
We spoke to the store manager who verified
that there was a sales error regarding the mattress listed on Mrs. [redacted]’s
invoice. The store manager stated he attempted to correct the issue by
cancelling the original invoice to include a queen mattress however; Mrs.
[redacted] requested to remove the mattress from her order because he was
unable to guarantee a time frame. Therefore; the mattress was cancelled and a
credit of $1059.76 was applied to her account. Mrs. [redacted] also requested to
return the box spring but she was reminded that Conn’s has a No Return or
Exchange Policy on all furniture or mattresses.
Although there were no issues
reported with the box spring at the time of delivery; Conn’s has agreed to
return the item as a gesture of goodwill and issue a credit to her account once
received. Mrs. [redacted] has been contacted and is aware of the approval
delivery is scheduled for Saturday upon request. We sincerely apologize for any
inconvenience Mrs. [redacted] experienced during this process.
If we may be of further assistance, Mrs.
[redacted] may contact our Customer Service at 1-877-358-1252.
Kind regards,
 
Dyeisha W[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.  
Problem:I had previously filed a complaint against Conn's in 2015 (Case #[redacted]) when I purchased an oven from them which they refused to return. When installing my oven, they broke my counter and their solution was a $250 reimbursement, which is when I contacted the Revdex.com. A year later, they still have not paid the reimbursement for me having to replace all of my kitchen counters and I cannot get anyone to respond. It's been over a year now and this nightmare is still continuing. I just want what I was promised as part of their resolution in their Revdex.com response.TranslateDesired Resolution / OutcomeDesired Resolution:Refund
Regards,

Thank you again for the opportunity to respond to Ms. [redacted]'s additional concerns.  As stated in our previous response, we are unable to honor Mrs. [redacted]’s request to exchange her television. Mrs. [redacted] has been made aware that the warranty does not coverage cracked screens. However; Mrs. [redacted] may contact our service department at 1-855-266-6349 to get an estimated cost of repair for an out-of-pocket expense.

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. We researched Mr. [redacted]’s complaint and found that his issue is being addressed directly with the service manager. Conn’s has agreed to order a new bottom door from the manufacturer due to the damages Once we received the...

parts, Mr. [redacted] will be contacted to schedule a date of installation. We appreciate Mr. [redacted] for bringing this matter to our attention and we sincerely apologize for any inconvenience experienced during this process. 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 Ms. [redacted]’s concerns regarding account [redacted].  Ms. [redacted] stated she began receiving collection calls for her past due balance.  She believes she is being harassed.    According to our records, Ms. [redacted] signed a 24-month...

retail installment contract on November 9, 2014.  She agreed to have her minimum monthly payment due on the 20th of each month.    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. Ms. [redacted] may pay on-line, in her local Conn's store, by mail, or over the phone if it is more convenient for her, before the due date. Additionally, if Ms. [redacted]’s pay date has changed, she may benefit from requesting a change of her due date each month. We ask that Ms. [redacted] contact us if she would find this beneficial.     Conn’s respectfully disagrees that it has harassed Ms. [redacted] as we have been unable to reach her regarding the past due balance on her account.  Additionally, Conn’s has no record of collection attempts made on or before the due date.  Although Conn’s would prefer to keep the lines of communication open, we have placed a cease communications on the telephone numbers associated with the account.    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]’s additional
comments.  As previously stated we have no records showing where a 10%
concession towards Mrs. [redacted]’s total purchase was offered or
approved.  Therefore we are unable to honor Mrs. [redacted]’s request to
credit her account.  Again, as of12/07/15, Mrs. [redacted] has failed to make any payments
towards her Conn’s account; therefore we are unable to reinstate the “cash-option”
or remove the negative credit marks assessed to her credit bureau.  We
are obligated to report factual information to the credit bureaus and
cannot remove negative credit marks assessed due to payments not being made
timely. 
 
In
regards to Mrs. [redacted]’s Conn’s $100.00 gift card our records indicate this
gift card was mailed inAugust 25, 2015; however it remained unclaimed at her
local post office throughSeptember 19, 2015and then returned to sender.  Please see tracking number
via USPS.com ([redacted]).  We can send this information
(gift card number) to her local Conn’s if she wants to use towards a new
purchase; the gift card expires12/31/15. 




 







Kind regards,
 
Jana [redacted]