Alan J. Slobodnik, M.S.W.

Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Mr***’ concernsWe have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that recordAs a reminder, Mr*** 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*** has stated in the complaint: 1) He was told that we offer price match within 30-days from date of purchase Our investigation reveals that: 1) Our price match policy excludes computers Our records show on 5/28/17, Mr*** purchased a *** *** *** which comes with a 1-reay limited manufacturer’s warranty We contacted the store manager where Mr*** made his purchase and was advised that he was initially unaware that Mr*** purchased a computer but did inform him that we offer a price match if the same item goes on sale within 30-daysThe manager stated Mr*** contacted the store when the notebook dropped in price to take advantage of the price guarantee, once he reviewed the invoice he found the item purchased was a notebook and informed Mr*** that our price guarantee excludes computers Due to the miscommunication, we have agreed to submit a $concession to Mr***’ account for the difference in priceWe ask to please allow up to 30-days for the credit to reflect on the account balance We sincerely apologize for any inconvenience Mr*** experienced during this process Conn’s values Mr*** as a customer and appreciates her for bringing her concerns to our attention

Thank you for the
opportunity to respond to Mrs***’s complaint regarding a purchase under
*** ***We attempted to contacted Mrs*** on 10/7/to discuss her
concerns however; we were unsuccessful and left a voice message to return our
callAfter further reviewing Mrs***’s
complaint, Conn’s has agreed to
returned both the washer and dryer without the 15% restocking fee and process a
refund to Mr***’s accountMr*** will be contacted to schedule a date
to have Conn’s delivery pickup both items
We sincerely apologize
for any inconvenience Mrs*** experienced during this process
If we may be of further assistance, Mrs
*** may contact us directly at ***
Kind regards,
Dyeisha W***

Thank you for the opportunity to respond to Mrs***’s complaintOur record show on2/22/17, Mrs*** purchased a Samsung Side-by-Side refrigerator and elected to purchase a 24-month Repair Service Agreement PlanMrs*** refrigerator was delivered and signed as received in good order
on 2/23/17. After researching Mrs***’s complaint, we show she contacted our service department on 3/3/17 stating the ice maker is not workingA service appointment was scheduled for 3/8/17 however; Mrs*** cancelled the appointmentWe show a new service order was created on 3/9/17 regarding the ice maker and freezer not workingAn appointment was scheduled for 3/14/17; during the inspection the technician found parts were needed due to seal system issuesMrs*** was contacted on 3/15/17 and made aware that we would issue and even exchange on the unitOur records show we re-delivered Mrs*** new refrigerator on 3/21/17 in good order. We sincerely apologize for any inconvenience Mrs*** may have experienced during this process. If we may be of further assistance, Mrs*** may contact us at 1-866-765-1513. Kind regards, Dyeisha ***

Thank you for the opportunity to respond to Mrs***’s complaint regarding a purchase under *** ***Our records show on 7/23/16, Mr*** financed a *** washer, dryer and two pedestals on a Conn’s Retail Installment contract and paid the difference of $($on a *** card and
$cash). We researched Mrs***’s complaint and found that Mr***’s invoice was cancelled due the items were not available for immediate deliveryWe show on8/19/16, Mrs*** contact our customer service department stating she received the check for $but still has not received the full refundMrs*** was made aware she would need to return to the store to have the $credited back to the *** card used at the time of purchaseMrs*** stated that she no longer had the *** card she originally used as it was a pre-paid card and requested to have the remaining amount of $issued as a refund checkMr*** information has been updated and a check request for $was processed to be mailed to the address listed on file; we ask to please allow 7-business to receive the refund check. We sincerely apologize for any inconvenience Mr*** and Mrs*** experienced as a result of the delay. If we may be of further assistance, Mrs*** may contact us at 1-866-765-1513. Kind regards, Dyeisha W***

Thank you for the opportunity to respond to Mr*** complaintOur records show on10/2/16, Mr*** purchased a *** *** King mattress and elected to purchase a 36-month *** ***We show Mr*** mattress was originally scheduled for delivery on10/3/16however; the
unit was damaged therefore he was re-scheduled for10/4/The delivery team notated that during delivery they notified Mr*** that the mattress was slightly damaged/dirty and we could offer a 10% concession if he wanted to keep the itemMr*** agreed to accept the mattress and received a concession to his account for $We show Mr*** contacted our delivery department on10/6/16requesting an exchange on the unit but was reminded that Conn’s has a No Return or Exchange Policy on all mattressesMr*** contacted our service department on10/7/16for repair and was scheduled for10/15/The serviceman reported that the mattress is fraying and the corner has dirt stainsMr*** was contacted by our furniture coordinator and advised that we are unable to issue an exchange on the unit due to he agreed to accepts unit in condition at the time of delivery. After further researching Mr*** complaint we found that his mattress qualifies for an exchange under the 120-day comfort guarantee trial offered by the manufacturerMr*** may visit his local Conn’s to initiate the exchange; please be mindful this is a one-time exchange that is offered by the manufacturer. If we may be of further assistance, Mrs*** may contact us at1-877-765-1513. Kind regards, Dyeisha ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]I have not received a call or any response from Conn's on the mistreatment I went thru.Not pleased with service or Conn's company
Regards,

Thank you for the opportunity to respond to Mrs***’s complaintAfter further review of Mrs***’s complaint, Conn’s has agreed to honor her request in attempts to resolve this matterWe have processed a credit of $to Mrs***’s account; we ask to please allow 7-business days
for the credit to reflect on the accountWe sincerely apologize for any inconvenience Mrs*** experienced during this process. If we may be of further assistance, Mrs*** may contact us at 1-877-325-1252. Kind regards, Dyeisha W***

Thank you for the opportunity to respond to Mrs***’ additional comments. As mentioned in Mrs***’ previous response; her last two service calls were made on11/04/16and11/19/16. On11/04/16, she contacted service stating that the television screen displayed discoloration. A service appointment was scheduled for11/11/17; during the inspection, the technician founda new panel was neededHowever; Mrs*** refused further service repairs and requested an exchange on the unitTherefore, the service order was canceled. On11/19/16, a new service order was created for the same issue (discoloration) and also stating that the jacks were not working. Mrs*** was offered the first available date of 12/1/but stated she did not want to wait for repairs. Since Mrs***’ last response; an exchange was approved under the Terms and Conditions of the Repair Service Agreement to replace her television. Mrs*** has issued a credit up to the original amount she paid which was $1,to reselect a new television. If Mrs*** refuses to initiate her exchange and request to receive a refund instead of the exchange. A refund for the cost of her television (1,plus tax) can be processed under the Terms and Conditions of the Repair Service Agreement. Please be mindful if Mrs*** accepts this offer; her RSA coverage is considered fulfilled. If we may be of further assistance, Mrs*** may contact our Customer Service Department at 1-877-358-1252. Kind regards, Jana ***

Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Ms***’ concernWe have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that recordAs a reminder, Ms*** 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*** has stated in the complaint: She purchased a bed and the delivery team left the item in the middle of the floorShe contacted us to exchange the bed for a smaller unit but was informed the items could not be return or exchanged; She is requesting an exchange; and She is requesting a discount on the merchandise Our investigation reveals that: At the time of delivery, Ms*** was made aware that the mattress and box spring would not fit through the small area and she was given the option to refuse the itemsHowever; she elected to keep the products and signed her delivery ticket acknowledging all items were received in good condition; Ms*** was reminded that Conn’s has a No return or exchange policy on all furniture and mattresses; We have agreed to honor Ms***’ request to exchange her mattress and box spring with the required 15% restocking fee; andWe are unable to honor Ms***’ request to receive a discount on the merchandise. Our records show 12/9/17, Ms*** elected to purchase a *** Queen Mattress and box spring which comes with a limited manufacturer’s warranty After researching Ms***’ complaint we found that her items were delivered on 12/12/During the delivery, Ms*** was made aware that her mattress and box spring was too large and would not fit through the area where the items were neededMs*** elected to keep the merchandise and the items were placed in the area requestedWe show Ms*** signed her delivery ticket acknowledging all merchandise was received in good condition Our records show Ms*** contacted our customer service department on 12/26/requesting to exchange her items because they could not fit up her staircaseHowever; Ms*** was informed that no issues were reported at the time of delivery and she signed stating the items were received in good orderMs*** was also reminded that Conn’s has a no return or exchange policy on all furniture and mattresses Although Ms***’ mattress and box spring do not qualify for an exchange, we have agreed to allow her to exchange the items with the required 15% restocking fee as long as the merchandise is still in the original packagingMs*** may visit her nearest Conn’s to pay the restocking fee and re-select new merchandise Conn’s value Ms*** as our customer and appreciates her for bringing this matter to our attention Sincerely, Conn’s Inc

Thank you for the opportunity to respond to Mr***s additional comments. As mentioned Mr*** was approved for an exchange on 7/20/on his sofa and loveseat. At the time of Mr***s exchange both models (*** and ***) were available for immediate delivery. Since Mr***s rebuttal we found the furniture set he purchased is no longer available. Therefore, the wedge model (***) has been submitted for an exchange. Mr*** has been issued a credit up to the original amount paid which was $2,to re-select three furniture pieces. Mr*** may visit his local Conn’s location to reselect and schedule deliveryMr***s exchange approval is valid through November 05, 2016. We sincerely apologize to Mr*** for any inconvenience he experienced during this process. If we may be of further assistance, Mr*** may contact our Customer Service Department at 1-877-358-1252 Kind regards, Jana A***

Thank you for the
opportunity to respond to Mrs***’ complaintOur records show on 9/19/15,
Mrs*** purchased the *** *** *** *** dining table which consist of
five parts (table and four chairs ) and the *** *** *** white bunk bed
which consist of four pieces
(headboard/footboard, ladder/rails, slats and
bunkie boards)
We researched Mrs***’
complaint and found her delivery was scheduled for 9/20/Upon delivery the
panel on the headboard was damaged therefore the item was refused and was
re-scheduled for 9/21/The remaining items were signed for acknowledging
they were received in good orderMrs***’ was contacted on 9/21/and made
aware that we did not have the headboard in stock and available for immediate
delivery; therefore her delivery was re-scheduled for a later dateOur records
show we received the headboard and Mrs***’ was scheduled for delivery on
9/25/Conn’s delivery team was able to successfully assemble the bunk bed
and no damages were reported
We sincerely apologize
for any inconvenience Mrs***’ experienced as a result of the delay
If we may be of further assistance, Mrs
*** may contact us directly at ***
Kind regards,
Dyeisha W***

Thank you for the opportunity to respond to Mr***s additional comments. We researched Mr***s complaint, and we were able to confirm that his original ** French door refrigerator was purchased in 2015. Our records show that his manufacturer’s warranty expired on 11/27/16; therefore his exchange was submitted and approved under the terms and conditions of his Repair Service Agreement, which fulfills his agreement terms. Mr*** was issued a credit up to the original amount he paid which was $2,to reselect a new refrigerator. Mr***s exchange was initiated on 4/23/18. We show Mr***s new ** French door refrigerator was delivered on 4/25/and received in good order Conn’s value Mr*** as our customer and appreciates him for bringing this matter to our attention Sincerely, Conn’s Inc

Thank you for the
opportunity to respond to MrsP*** complaint. Our records show
on 5/05/15, MrsP*** purchased
a *** (***) king
mattress with a (limited manufacturer warranty) and (2)
*** king/twin XL box springs with a (limited manufacturer warranty) on both
box springs; we have no records showing a bed frame was purchased. Mrs
P*** declined to purchase any additional Furnituregard coverage on mattress
and box springs. MrsP*** signed invoice acknowledges at the time of
purchase she acknowledged she was provided a copy of Conn’s Return and Exchange
Policy which states: No Returns or Exchanges on: Furniture,
mattresses, décor &
accessories unless inspected by a Conn’s Service Technician and found to have a
manufacturer’s defect. MrsP*** also signed her invoice and contract
confirming/acknowledging the item(s) she selected and financed; MrsP*** was also provided a copy of invoice
and contract MrsP*** elected to have her mattress and box springs
delivered; we show MrsP*** signed her delivery ticket and delivery
inspection sheet acknowledging her mattress and box springs were delivered and
received on 5/06/15 in good order
After
researching MrsP*** complaint we confirmed the *** mattress purchased
with us qualifies for ***’s day in home trial offer. To qualify for
the offer the customer must sleep on the mattress for at least nights to get use
to the unique comfort and support qualities the mattress provides. If
after the nights, the customer is still unsatisfied with the comfort the
mattress may be exchanged as a one-time offer. Therefore, MrsP***s
request to exchange her mattress was denied.
MrsP*** mattress will meet the qualifications on 6/6/if she is
still unsatisfied with the comfort
If we may be of further
assistance, MrsP*** may contact our Customer Service Department at 1-877-358-
Kind regards,
Jana A***

Thank you for the opportunity to respond to Mrs***'s concerns. We are unable to locate the account based on the information provided by Mrs***. We would ask that Mrs*** provide an account number or invoice number so we may further assist her with her concerns.
Thank you,Cheryle S***

Thank you for the opportunity to respond to *** ***
dispute. We attempted to contact *** *** on both numbers provided to
discuss his concerns but was unsuccessful in our attempts.
Our records show *** *** purchased a ***
dishwasher and month repair serviced
agreement with us on 3/10/14. *** *** contacted us on 5/4/15, stating his
dishwasher was leaking water from underneath.
A service call was set up for 5/6/15; however *** *** requested to
reschedule for Saturday 5/9/15, because we could not provide an estimate time
of arrival. The technician assessed *** *** dishwasher on 5/9/and found the tub assembly needed to be
replaced. Once the part became available
we attempted to contact *** *** on 5/18/15, 5/19/and 5/20/15. The service order was cancelled and the part
was returned to the vendor due to no contact
*** *** called us back on 5/22/to schedule an appointment
and we reorder the part needed. Once the
part became available we attempted to contact *** *** on 5/25/and
5/26/15. We spoke with *** *** on
5/28/and scheduled his appointment for 6/1/15. The technician installed the tub assembly on
6/1/15, and then found additional parts were needed. We have reviewed
*** *** service history and found the parts ordered and installed on 6/8/
did not fix the problem. Therefore, an
exchange has been approved on 6/13/15. *** *** was issued a credit up to the original amount paid which was $to
re-select a new dishwasher. *** *** may visit his nearest Conn’s
location to initiate his exchange and schedule delivery. We sincerely
apologize for any inconvenience that *** *** has experienced during this
process.
If we may be of further assistance, *** *** may contact
our Customer Service Department at ***
Kind regards,
Kathryn J***

Thank you for the opportunity to respond to Mr***’ additional comments. We confirmed Mr***’ dishwasher was sold as a floor model at a discounted price of $697.00. Mr*** elected to pick up (take) his dishwasher from his local Conn’s in Spartanburg, SC #195; meaning installation was performed and completed by someone other than Conn’s. As stated in Mr***’ last response; an exchange was approved to replace his dishwasher. Mr*** declined to initiate his exchange and decided to go to the manufacture and have his dishwasher fixed. At this time we are unable to honor Mr***’ request to credit his account or reimbursement. If we are of further assistance, Mr*** may contact our Customer Service Department at 1-877-358-1252. Kind regards, Jana ***

T**nk you for the opportunity to respond to Mrs***’s complaint regarding a purc**se under *** **. Our records show on 7/04/16, Mr** purc**sed a ** French door refrigerator that came with a limited 1-year manufacturer’s warranty; no additional RSA coverage was purchased through
Conn’s. Mr** was provided a copy of Conn’s Return & Exchange Policy which 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. Mr** elected to have his refrigerator delivered; which was completed on 7/09/16. We researched Mrs***’s complaint and found Mr** contacted us on 7/13/16; stating the refrigerator was not cooling. A service call was scheduled; during the inspection the technician found parts needed to be ordered. On 7/26/16, the technician completed Mr**’s repair by installing a new PCB main, cover, harness ASM, and display cover. The technician notated Mr**’ refrigerator was working up to the manufacturer’s specifications once the repairs were made. We show Mr** contacted us the next following day (7/27/16); stating the refrigerator was not working. Our records indicate Mr** is currently scheduled for service on 8/02/16; once Mr**’s refrigerator is assessed and we have the technician’s report we will be able to determine what further action is needed. If we may be of further assistance, Mrs*** may contact our Customer Service Department at 1-877-358-1252. Kind regards, Jana A***

Thank you again for the opportunity to respond to Mrs*** concerns regarding gift cards she stated she was supposed to receiveWe appreciate Mrs*** providing the additional information. According to the text message Mrs*** provided, she sent a text to the sales associate regarding gift cards. The associate responded; however, there is no mention of what store the gift cards were to come from or a dollar amount for the gift cardsAgain, Conn’s does not offer gift card incentives to our customers for referrals or for survey results. These concerns are being addressed with members of management as well as with the store associates. We have agreed to mail Mrs*** a $Conn's gift card for the misunderstanding; however, we are unable to send her gift cards from another company.Thank you,Cheryle S***

Thank you for the opportunity to respond to Ms***’s concerns regarding account ***. Ms*** stated she accepted extensions on her account and would like the credit marks removed According to our records, Ms*** agreed to process extensions on her account to bring her account current on June 24, 2016. These extensions brought her current until July 27, 2016. Ms*** did not make the July 27, payment. On September 16, she accepted additional extensions to bring her account current until October 27, 2016; however, Ms*** assessed a credit mark due to the July 27, payment not being made until September 16, 2016. Extensions were offered to assist Ms*** in bringing her account current; however, they do not reverse any negative credit marks assessed on the account due to payments not being made timely. We have included a copy of Ms***’s payment history for her records. Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove the 30-day credit mark assessed on the account due to payments not being made timely on the account. Ms*** also stated she received a 60-day credit mark. This credit mark was assessed while processing the extensions to bring her account current until October 27, 2016; therefore, the 60-day mark has been removed. We ask that Ms*** please allow the credit bureaus 30-days to update their records to reflect the removal of the 60-day credit mark Conn’s values Ms*** as a customer and appreciates her for bringing her concerns to our attention. Thank you, Cheryle ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards,
According to the contracted that I signed it indicated the following; Number of payment and amount of payments What I gather from the information provided I will make payments at per monthNo where in my contract with Conn's does it state I will be required to make payments in a one month reporting periodAlso, I did NOT see anything on the contract that specifically states that my Maturity date is March 5, nor does the contract specifically state that I will be required to make two payments in March Yes I made my final payment on March 8, 2017, however I also made a payment on March 1, As evident by my previous statement and payment history with Conn's I made two payments in a one month reporting periodAs a customer reading/signing a contract for payments mean I will pay one payment per month for monthsIf a customer is required to make two payments in one month then this should be specified in the contractI was not informed of this, matter of fact I had to call Conn's several times before anyone could provide details about this issueEvidentially this was not clear in the contract if Conn's customer service couldn't figure out what was going on