Alan J. Slobodnik, M.S.W.

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]

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 Mrs. [redacted]’s complaint. We contacted the store manager and were informed that the chairs were displayed incorrectly in the store at the time of Mrs. [redacted]’s purchase. The store manager ordered the pillows directly from the manufacturer on three separate...

occasions, however; each time Mrs. [redacted] stated the incorrect pillows were received. The store manager also stated that he offered Mrs. [redacted] the pillows that were displayed on the showroom floor with the chairs since they had the patterns/texture which Mrs. [redacted] desired however; she declined the offer.   Conn’s is willing to offer the following options in an attempt to resolve this matter:   ·        Mrs. [redacted] may keep the pillows she received at the time of delivery, and we will process a 10% concession to her account for each chair or; ·        We can re-order the pillows from the manufacturer to be shipped to Mrs. [redacted]’s residence. Please be mindful orders may take up to 3-4 weeks to receive. We were able to obtain pictures from the store manager showing the correct pattern/texture of the pillows.   We sincerely apologize for any inconvenience Mrs. [redacted] experienced during this process. If we may be of further assistance, Mrs. [redacted] may contact us at1-866-765-1513.     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,
 Had Conns listened real good to that "recording" on February, 4th, 2017, they would have heard the young lady say(paraphrasing) "OK Mr. [redacted], you're all set until your next payment in March..."Conns should had at that time cancelled any bank/ATM card payments because my account was brought up to date. Additionally, why does it take a complaint made to the Revdex.com for Conns to give me a response to my complaints, especially considering I not only made my concerns known to those I spoke with on the phone,but also wrote a letter to Conns' home office, neither of which gave me a written, nor a phone response? UPDATE 3/22/2017: For the past two weeks, I have asked Conns, via telephone, to send me a PAPER final bill so I can pay this account in full, and have been repeatedly  told "We don't do that...let'ssettle this with a bank card over the phone..." Settle this over the phone? The [redacted] phone payment is what started this whole mess! Here is my solution: Mail me a final bill, forget about the $160.00 Conns owes me in overdraft and service fees, and we can part ways. Might as well, Conns management doesn't have the professionalism to call or write me to settle this matter.

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  Our records indicate that on 11/19/15 Mr. [redacted] purchased a [redacted] Range with a 36- month Repair Service Agreement.  He also received a copy of the Conn’s Return and Exchange Policy at the time of...

purchase;  his signed invoice acknowledges that he received a copy of the Return and Exchange policy.  Our Return and Exchange Policy states: A consumer has 30-days from the date the item is received to return or exchange appliances and electronics with the required 15% restocking fee and if your product fails while under manufacturer’s warranty or Conn’s RSA, Conn's Factory Authorized Service will repair your product according to these warranties.  On 11/20/15 Mr. [redacted]’s furniture was delivered as promised.  After reviewing Mr. [redacted] complaint, we show that on 12/31/16 Mr. [redacted] contacted Conn’s service department stating that his range was leaking between the glass. It was determined by our servicemen that corrosion had occurred in the range and to repair the door needed replacing. Due to corrosion not being covered under the terms of the warranty, the service order was canceled and closed. Mr. [redacted] contacted us again on 2/20/17 stating the oven would not ignite. Upon inspection we were not able to find anything wrong with the range and he was advised on how to properly use the range. Mr. [redacted] contacted us most recently on 3/23/17 stating that his range would not ignite.  We currently have parts on order. Once the part arrives we will schedule to complete service. At this time we will not be able to honor Mr. [redacted]’s request, he will have to continue with service to determine if further repair or replacement is covered under warranty.  If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at1-877-358-1252.  Kind regards, Kristal [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]

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.

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 Mrs. [redacted]’s additional comments. Our records show we mailed Mrs. [redacted] a copy of her general loan ledger on 8/25/15 to the address we have on file. We apologize if the information requested has not been received in a timely manner. We have attached a copy of Mrs. [redacted]’s invoice showing the warranty has been cancelled for the ** washer and dryer, ** French Door refrigerator and ** electric range. We have also attached a copy of Mr. [redacted]’s Loan Ledger which show we processed the following credits: $639.38 (warranty returned), $100 (price concession in lieu of gift card), and $166.86 (finance charge recalculation); no additional credit is due. Again, we sincerely apologize for any inconvenience Mrs. [redacted] experienced during this process. If we may be of further assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252. Kind regards, Dyeisha W[redacted]Customer Relations

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.

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 Mrs. [redacted]’s concern. 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, Mrs. [redacted] may contact Conn’s regarding questions by...

calling our Customer Service Helpdesk at 1-877-358-1252, or online at www.conns.com.    Mrs. [redacted] has stated in her complaint:   They were informed that they would receive a refund for their television, but we refused to refund them for the purchase; and  Our investigation reveals that:  Mr. [redacted] requested to receive a refund in lieu of his exchange and has been made aware the refund may take up to 30-days for processing.  We researched Mrs. [redacted]’s complaint and found that Mr. [redacted]’s television was approved for an exchange on 2/7/18. Our records show Mr. [redacted] elected to receive a refund instead of exchanging his television and was informed to return the original television to the store to process the refund request. We show Mr. [redacted] returned his television to the store on 2/26/18 and we submitted a refund check request for $1407.24 to be mailed to his residence. Mr. [redacted] has been informed that the refund may take up to 30-days for processing from the date his refrigerator was returned.   Conn’s values Mrs. [redacted] as our customers and appreciates her for bringing this matter to our attention. Sincerely, Customer RelationsConn’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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  I did not receive a brochure or copy of a contract. All I was given was a receipt for the down payment. I have returned the tv seeing as how no one contacted me about having repairs done after being told I would be a day or two after the delivery team came out. I will also speak with the attorny general about how Conn Artist's treat their customers by locking them in a "contract" without showing them the contract or explaining whats in it then telling them they'll have to google the policies.

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. Tarlton’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. Tarlton may contact Conn’s regarding...

questions about your purchase by calling our Customer Service Helpdesk at[redacted], or online at [redacted]
Mr. Tarlton has stated in his complaint:
1.     We loaded his television into his car without a box, and when got home he noticed the unit was damaged; 
2.     He purchased accidental coverage on his TV and contacted us for an exchange but was denied; and
3.     He is requesting an exchange.
 
Our investigation reveals that:
1.     Mr. Tarlton was made aware prior to loading his television that the box was too large and would not fit in his car. At Mr. Tarlton’s request, the television was removed from the box, and he signed his pickup slip acknowledging the item was received in good condition;
2.     Mr. Tarlton purchased accidental damage coverage on his original television. However; the warranty coverage did not transfer to the new unit at the time of the reported damage; and
3.     We have agreed to exchange Mr. Tarlton’s television under the terms and condition of the Return Service Agreement Plan that was purchased on the original unit.
 
 
We reviewed Mr. Tarlton’s complaint and found that his insurance claim was approved on 9/20/17 to re-select a new television for up to[redacted] We show Mr. Tarlton initiated his replacement on 9/27/17 and reselected a [redacted] Mr. Tarlton elected to pick up his television from his local Conn’s that same day and signed his pickup slip acknowledging that the item was inspected and received in good condition.
 
Our records show Mr. Tarlton contacted us later that same day stating that his television was damaged during transit and requested to exchange the unit. Mr. Tarlton was informed that his new television did not have accidental damage coverage. Therefore, we are unable to exchange the unit.
 
However; after further review, our records show that the warranty from the original television purchased did not transfer to the new unit during the time Mr. Tarlton contacted us regarding damages. Our records show the new television should have had accidental damage coverage until[redacted]. Therefore; we have agreed to exchange Mr. Tarlton’s television under the terms and condition of the Repair Service Agreement Plan. Mr. Tarlton may visit his nearest Conn’s to initiate his exchange.
 
We sincerely apologize for any inconvenience Mr. Tarlton experienced during this process.
 
 
Conn’s values Mr. Tarlton as a customer and appreciate him for bringing his concerns to our attention. 
 
Sincerely,
 
Customer Relations
Conn’s Inc.

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

located on Mr. [redacted]’s retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letter. As a reminder, she may contact Conn’s regarding questions about her purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.     Mr. [redacted] stated in her complaint that: His contract was re-written; The original account did not close; He would like the account closed, his credit report updated and compensation due to the issue. Our investigation reveals that: Mr. [redacted]’s account was re-written; due to a system issue, the original account has not closed; and Conn’s is working diligently to close the account. Once the account is closed, we will update the information with the credit bureaus, and we are unable to provide additional compensation. According to our records, Mr. [redacted] signed a 36-month promissory note and security agreement on January 6, 2018.  The agreement created account [redacted].  On January 12, 2018, the agreement was re-written. The new agreement created account [redacted] and should have closed account [redacted]. Due to a system issue account [redacted] has not closed. Conn's is working diligently to close the account. We ask that Mr. [redacted] please allow 7-10 business days for the account to close. Once the maintenance has been completed to close the account, we will remove the negative credit mark assessed on the account. We ask that Mr. [redacted] please allow the credit bureaus 30-60 days to update their records to reflect the corrections. Additionally, Mr. [redacted] will receive a close-out letter within 30-days of the account closing. Conn's values Mr. [redacted] as a customer and sincerely apologizes for any inconvenience she has experienced due to this matter.

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, January 05, 2018 10:31 AMSubject: It made 30 days I never heard from Conn's January 4 never call me to tell what they plan to do oven is still not working still smell gas when I call the gas company on December 4 they send someone right away the man from the gas told us not to use the...Every day I all so call the C.E.O. spoke to one the worker complain about the problem they told me that I have to wait 48 hours I told them it was emergency because I had carbon dioxide coming out .and I have children living in here they said I have to wait still today Conn's never call me

Thank you
for the opportunity to respond to Mrs. [redacted]’s complaint. We appreciate Mrs.
[redacted]s for bring her concerns to our attention and will address this issue with
all parties involved. After reviewing Mrs. [redacted]’s complaint we found she was
contacted by our Helpdesk department and her issue has...

been addressed. We
sincerely apologize for any inconvenience Mrs. [redacted]’s experienced during her
recent purchase with Conn’s.
 
If we may
be of further assistance, Mrs. [redacted] may contact our Customer Service department
at 1-877-358-1252.
 
Kind
regards,
 
Dyeisha
W[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]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Ms. [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, 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] stated in her complaint: 1.        She was approved for an exchange on her ac unit but was told she would have to pay for delivery to receive the unit; and 2.        She is requesting to have the ac unit delivered and installed at no additional cost.     Our investigation reveals that: 1.        Ms. [redacted] was informed that she would be required to pay the standard delivery and installation fee; and 2.        As a gesture of goodwill, we are willing to waive the delivery fee of $79.99.     Our records show on 7/28/17, Ms. [redacted] purchased a [redacted] Heat/Cool unit which comes with a 1-year limited manufacturer’s warranty. Ms. [redacted] did not elect to purchase additional coverage with Conn’s.   We researched Ms. [redacted]’s complaint and found that she contacted our service department on 9/22/17 stating that her ac unit is not cooling and making a loud banging noise. Our records show we did not have a service technician is Ms. [redacted]’s area, therefore; we reached out to the manufacturer to schedule her service appointment. However; we were informed by the manufacturer that they attempted to find a technician in Ms. [redacted]’s area but were unsuccessful and approved her for an exchange on 9/25/17.   We show Ms. [redacted] contacted our customer service department requesting to have the unit delivery and installed at no additional cost. Ms. [redacted] was informed that the standard delivery and installation fee would be required if she would like to have the unit delivery by Conn’s.   In attempted to resolve this matter, we contacted Ms. [redacted] on 10/17/17 and agreed to waive the delivery fee of $79.99. However, Ms. [redacted] is aware that she would be responsible for installation and the new unit will be dropped off only. We sincerely apologize for any inconvenience Ms. [redacted] experienced during this process.     Conn’s valued Ms. [redacted] as a customer and appreciated her for bringing this matter to our attention. Sincerely, Conn’s Inc.

Thank you for the opportunity to respond to Mr. [redacted] complaint. Our records show on7/24/16, Mr. [redacted] purchased a [redacted] side-by-side refrigerator, [redacted] dishwasher, [redacted] washer and dryer, [redacted] gas range and a [redacted] over-the-counter microwave which was scheduled for delivery...

on7/28/16.   We contacted the store manager where Mr. [redacted] made his purchase regarding this matter we were advised that prior to delivery Mr. [redacted] was contacted and informed that the microwave was not available for immediate delivery. Mr. [redacted] was offer the option to re-schedule delivery once all items were available or cancel the microwave from the invoice to keep delivery scheduled for the same day (7/28/16). Mr. [redacted] elected to cancel the microwave and purchase at a later date. Our records show on7/26/16, the microwave was cancelled from Mr. [redacted] invoice and a credit of $460.00 was processed towards his account. The store manager stated he contacted Mr. [redacted] when the microwave became available to return to the store and rewrite his invoice to include the microwave but he did not want to come back to the store.   We show that the microwave is currently available. Mr. [redacted] will need to return to his nearest Conn’s to purchase the microwave; the unit purchased was cancelled from his original invoice and credited to his account.   If we may be of further assistance, Mr. [redacted] may contact us at1-866-765-1513.   Kind regards, Dyeisha [redacted]