Alan J. Slobodnik, M.S.W.

Thank you for the opportunity to respond to Ms. [redacted] concerns regarding account [redacted].  Ms. [redacted] stated she made a payment in April 2016, but the account number was incorrect causing her to assess a credit mark on the account.    According to our records, Ms. [redacted]...

scheduled a payment on May 14, 2016.  That payment was returned by her financial institution. The return reason was no account found.  As a one-time offer and a gesture of good-will, we will remove the negative credit mark assessed on the account and reverse the NSF fee assessed on the account.   We ask that Ms. [redacted] please allow 30-60 days for the credit bureaus to update their records.    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 Mr. [redacted]’s concerns regarding accounts [redacted]9030 and [redacted]9031. Mr. [redacted] stated he is being charged for a computer that he returned.    According to our records, Mr. [redacted] signed a 32-month retail installment contract on...

August 6, 2016. That contract created account [redacted]9030 and included an [redacted] Laptop and a pair of Beats headphones.  On August 19, 2016, Mr. [redacted] signed a 36-month retail installment contract.  That contract created account [redacted]9031 and included a king head board, foot board, rails, chest, two night stands deliver fee and a 36-month repair service agreement.  This contract also included the remaining balance from account [redacted]9030.    On January 27, 2017, Mr. [redacted] received an invoice credit in the amount of $2134.99 for the price of the laptop.  The invoice credit will reduce the payoff amount owed; however, it will not reduce the minimum monthly payment.    Mr. [redacted]’s current account balance is $3427.14. We have included a copy of his payment history for his records.   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 Ms. [redacted]’ additional comments.  Our records show Ms. [redacted]’ issue was escalated with upper management and Conn’s agreed as a gesture of goodwill to exchange her [redacted] side by side refrigerator.  Ms. [redacted]’ exchange was submitted and approved under the terms and conditions of her Repair Service Agreement.  Ms. [redacted] was issued a credit up to the original amount she paid which was $999.99 to re-select a new refrigerator.  Ms. [redacted] may visit her nearest Conn’s location to re-select and schedule delivery.   Conn’s value Ms. [redacted] 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 Mrs. [redacted]’s complaint. We contacted the store manager where Mrs. [redacted] made her purchase and was advised that the refrigerator was mis-tagged and had two price tags by the unit; one belonging to a ** French door refrigerator for $2099 that Mrs. [redacted] original...

wanted to purchase and the other belonging to a ** Side-by–Side for $1084 that was purchased on her invoice. Prior to delivery, Mrs. [redacted] was contacted and informed that she was scheduled to receive the ** side-by-side refrigerator that is listed on her invoice and contract; however the ** French door refrigerator she was interested in purchasing was a difference in price. Mrs. [redacted] was advised that we are unable to honor the price of the French door refrigerator but she could return to the store to re-select a different refrigerator for equal or lesser value. Our records show on 9/10/15, Mrs. [redacted]’s invoice was completely cancelled and no account was created with Conn’s. Although we are unable to honor the price of the French door refrigerator, Conn’s has agreed to offer 50% off the difference in price of the French door refrigerator Mrs. [redacted] was originally interested in purchasing. We have verified that the ** French door refrigerator is still available if Mrs. [redacted] wishes to make a new purchase. We sincerely apologize for any inconvenience Mrs. [redacted] experienced as a result of the miscommunication.  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

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint. Our records show on8/22/15, Mrs. [redacted] purchased a [redacted] high-efficiency washer and dryer with a 48-month Repair Service Agreement on both units.At the time of purchase Mrs. [redacted] signed her invoice acknowledging she received...

a copy of the Repair Service Agreement and understood the coverage associated with the covered products. Mrs. [redacted] elected to have her items delivered; which was completed on 8/24/15.   We researched Mrs. [redacted]’ complaint and found she contacted us on 7/24/16regarding her dryer; stating the unit was making a grinding noise. After reviewing Mrs. [redacted]’ service history we confirmed an exchange was submitted for Mrs. [redacted] to replace her dryer; due to the part needed not being available. Our records show Mrs. [redacted] selected a new dryer and scheduled delivery on 8/14/16. On the day of the delivery the drivers tested the dryer and found it was not functioning therefore it was returned to the warehouse. Mrs. [redacted] was advised that she would need to visit the store to reselect another model.   Mrs. [redacted] has been in contact with our District Manager; and has requested that we exchange her washer as well. Mrs. [redacted] has been informed that we are unable to honor her request. The repair service agreement covers the item that is inoperable. As of8/30/16, Mrs. [redacted] has the option to reselect a new dryer up to the approved credit issued which is ($699.00) or use the repair service agreement in lieu of the exchange and have the credit applied to her account. If Mrs. [redacted] accepts the offer to receive a refund in lieu of the exchange; a credit of $699.00 plus tax will be credited to her Conn’s account.   If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at1-877-358-1252.   Kind regards,   Jana A[redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mrs. [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, Mrs. [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.  Mrs. [redacted] has stated in the complaint: 1)      The table was delivered with a defect, and she wasn’t given the option to refuse only a discount; 2)       She contacted us regarding a broken chair and was informed by manager that we would pickup items and remove from account; and 3)       She is requesting to return dining set.                              Our investigation reveals that: 1)    We disagree that Mrs. [redacted] was not given the option to refuse the table as other items (boxsprings) were refused at the time of delivery. Mr. [redacted] agreed and accepted to receive a 15% concession for minor scratches found on the unit. 2)    Mrs. [redacted] has been reminded that Conn’s has a No Return or Exchange Policy on all furniture; and 3)    We are unable to honor Mrs. [redacted]’ requested, however; we have agreed to issue an even exchange on the chairs.     Our records show on 6/29/17, Mr. [redacted] purchased the [redacted] King bedroom furniture which consists of five pieces, a [redacted] king mattress, two [redacted] XL box springs, the [redacted] dining set which consists of eight pieces and the [redacted] Counter dining set which consists of five pieces.   We researched Mrs. [redacted]’ complaint and found that their delivery was scheduled for 6/30/17. We show all items were signed acknowledging the items were inspected and received in good order except for one of the [redacted] dining chairs which were damaged in the package, the [redacted] table top and the two XL [redacted] box springs which were refused at the time of delivery. However; we show Mr. [redacted] agreed and accepted to receive a 15% concession to keep the table top due to minor scratches were found. Our records show the delivery team returned to Mrs. [redacted]’ residence on 7/1/17 and re-delivered a new [redacted] dining chair in good order.   Our records show Mrs. [redacted] contacted our customer service department on 7/10/17 stating that another chair broke and requested to return the dining room set. Mrs. [redacted] was reminded that Conn’s has a No Return or Exchange policy on all furniture but was informed we could setup a service appointment to assess their repair needs.   After further review of Mrs. [redacted]’ concerns, we agreed to issue an even exchange on all four of the [redacted] side chairs as a gesture of goodwill. Mrs. [redacted] was contacted on 7/13/17 and informed of the approved exchange.  Mrs. [redacted] new chairs were delivered on 7/21/17.   Conn’s values Mrs. [redacted] a customer and appreciates her for bringing this matter to our attention.

Thank you for the opportunity to respond to Mrs. [redacted]’s
complaint. Our records show on 7/16/15, Mrs. [redacted]...

purchased
the [redacted] King bedroom set which consist of seven pieces
(footboard, headboard, rails, 2 nightstands, dresser and mirror) and elected to
purchase a 48-month FurnitureGard Plan for the mirror and rails only; no
additional coverage was purchased on the remaining items. Mrs. [redacted]’s
signature on her invoice indicates that she received a copy of Conn’s return
and Exchange Policy at the time of purchase. We show Mrs. [redacted]’s bedroom set
was delivered and signed as received in good order on 7/17/15.
 
After researching Mrs. [redacted]’s complaint, we found she later
contacted our warehouse the same day of delivery (7/17/15) stating the rails broke on the bed. Mrs. [redacted]
was informed that our delivery team would return to her residence the following
day an exchange both the rails and footboard however; Mrs. [redacted] refused the
exchange and requested to return the rails. Mrs. [redacted] has been reminded of
Conn’s Return and Exchange Policy which states: No Return/Exchanges on
furniture unless inspected by a Conn’s Service Technician and found to have a
manufacturer’s defect. Mrs. [redacted] has not allowed Conn’s to attempt to resolve
this matter in a timely manner.
 
Although we are unable to honor Mrs. [redacted]’s request to return her
furniture for a full refund; Conn’s is willing to honor the original offer and
exchange the rails and footboard. No damages have been reported regarding any
of the remaining furniture pieces.
 
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]
Customer Relations

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.]
At the point-of-sale, I was made aware by Timothy, a salesman for Conn's, of a rebate for $550 when purchasing a [redacted] 70D + 70-300mm lens. After the paperwork was signed, I noticed that the rebate was not present on the paperwork. After inquiring about this, Timothy stepped away to try and find out about it. After waiting approximately an hour, he returned and told me that he couldn't find information on it, but he would have more information the next day. When I returned a day later, he had a print-out of the attached PDF file, ending in "[redacted]". He told me that it was a mail-in rebate; however, I did not have time to go over the print-out in detail while at the store. Once I got home, I couldn't find any information about mailing in the rebate on the print-out, so I contacted [redacted]. It was at this point that [redacted] informed me that the rebate was meant to be instant, taken off at the point-of-sale. Going back to Conn's, I approached Timothy about this, and he spent some time seeking out someone at the store that may know what to do. He could find no-one that was aware of this rebate. Speaking to a manager, Pete [redacted], I was told that he would contact the Marketing Department to find out more information about the rebate. Returning yet another day later, I was told once again that the rebate was meant to be mail-in, even after I made Pete [redacted] aware of the email I exchanged with [redacted].The first attached file, ending in "[redacted]" is the relevant rebate offer at the time. A similar rebate is currently running until August 1st, attached with a file name ending in "[redacted]" As you can see, the rebates are titled "Instant Rebate" - I believe Conn's may be mistaken as there is mention of an "[redacted] Rewards card By Mail", however, this is a separate rebate that is not affiliated with this Camera-lens combination, it instead deals with the purchase of a camera and printer.In short, [redacted] was contacted regarding this issue, and responded that it was the authorized dealer's responsibility to offer the rebate at point-of-sale, as it is an instant rebate. Repeated visits to Conn's got me nowhere, as we were repeatedly told that it was a mail-in rebate, despite what [redacted], themselves, had told me.
Regards,
[redacted]

Thank you for
the opportunity to respond to Ms. Edmonds’ concerns regarding account
[redacted]3832.  Ms. Edmonds stated she paid
off her account in December 2015 but she received a credit mark in March 2016
and a credit mark in December 2015.
 
According to
our records, Ms....

Edmonds signed a 32-month retail installment contract on May
18, 2013.  She agreed to have the minimum
monthly payment due on the 27th of each month. Ms. Edmonds received
a 30-day credit mark for December 2014 because her December payment was not
submitted until March 2, 2015. 
 
Ms. Edmonds
paid her account balance in full on November 25, 2015.  No additional credit reporting has been
submitted since the account has been paid in full. 
 
Conn’s is
obligated to report factual information to the credit bureaus and we are unable
to remove the negative credit mark for December 2014 due to the payments not
being made timely.  We have attached a
copy of Ms. Edmonds’ payment history for her records.  If Ms. Edmonds’ credit report reflects
anything other than what we have stated above, she will need to fax over a full
copy of her credit reports from the credit bureaus for further research.  Please note, we are unable to review credit
reports from third party agencies, as they may not have up-to-date
information.  Conn's value Ms. Edmonds as a customer and appreciates her for bringing her concerns to our attention.  Thank you,[redacted] Simmons

Thank you for the opportunity to respond to Mr. [redacted]’s additional comment. In Mr. [redacted] original complaint his desire resolution was to exchan** his [redacted] Plush Power reclining living room furniture for manual recliners. Conn’s agreed to exchan** the power recliner and Mr. [redacted] elected to purchase the [redacted] Plush Reclining (manual) living room furniture which was delivered in good order on 2/10/17; no issues were reported with the units. Our records show the new living furniture Mr. [redacted] agreed to purchase did not meet the qualification for free delivery. Therefore; Mr. [redacted] elected to add additional items (four Denise end tables) in order to receive free delivery with his qualified purchase. As of 2/28/17, Mr. [redacted] has received all items listed on his signed invoice, contract and delivery ticket. If we may be of further assistance, Mr. [redacted] may contact us at 1-866-765-1513. 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,
  Conn's option to charge me a restocking fee for a faulty washer is an unacceptable resolution. If they had not accepted that the washer was faulty they wouldn't have agreed to exchange it in a previous correspondence. They initially sent out a delivery person not a repairman to address my complaint with both units. I went to the store and played a video for my salesperson of the unusual noises the washer was making. I was advised to check to make sure the shipping rods had been removed because the unusual sounds were evident to him also. I'm disappointed that they are blaming me for a delivery scheduling issue as they gave me hours to try to get approval to miss work from my employer. I would be happy to provide dated and time-stamped emails, texts, videos and pictures. I still believe my initial request is reasonable as I also acted in good faith by shopping at Conns for my appliances.

Thank you for the opportunity to
respond to Mr. [redacted]’s additional comments. As mentioned in our previous
response, Mr. [redacted]’s refrigerator was signed acknowledging the item was received
in good order on 4/3/15. Mr. [redacted] did not contact our Service Department
until 7/20/15 (3-months after delivery) to report an issue with the unit,
stating the refrigerator was not cooling. Our records show on 7/30/15, the
technician installed a new main board on the refrigerator and reported the
uniting was functioning properly. We have no records showing Mr. [redacted] has
contact Conn’s Service Department since repairs were complete. We show on
8/24/15, Mrs. [redacted] contacted our Customer Service Department stating the
freezer cools but does not freeze and requested to have the refrigerator
exchange. However; after reviewing the service history, Mr. [redacted]’s
refrigerator does not meet the qualification for an exchange under the Terms
and Conditions of the manufacturer’s warranty or the RSA Plan at this time. If
Mr. [redacted] is in need of service he may contact our Service Department at 1-855-266-6349 to schedule an
appointment.
 
If we may be of further assistance, Mr.
[redacted] may contact Customer Service at 1-877-358-1252.
 
 
Kind regards,
 
Dyeisha W[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. As mentioned in our previous responses, Mr. [redacted] elected to pick up his television from Conn’s warehouse and signed his pick up slip acknowledging no problems were found with the unit. Mr. [redacted] had the television in his possession for 7 days before contacting us regarding any issues with the unit. We cannot determine when or how damages may have occurred once the unit has left the warehouse. As listed on Mr. [redacted]’s signed pick up slip provided in our previous response: “Conn’s Home Plus does not assume or claim any responsibility for damages (i) occurring to any item picked up at Conn’s Home Plus (ii) arising out of or in connection with the transportation of you merchandise”. Conn’s service technician assessed the unit and found a new panel was needed to complete the repairs however; Mr. [redacted] has refused repairs. Although Mr. [redacted] television does not meet the qualification for an exchange, we will be happy to continue with any covered repair needs. Mr. [redacted] may contact our service department at 1-855-266-6349 to schedule service at his earliest convenience. In regards to Mrs. [redacted]’s concern regarding the insurance added to the account, our records show on 9/27/16 a credit of $998.35 was processed to Mr. [redacted]’s account after receiving his request and documentations for cancellation. We have attached a copy Mr. [redacted]’s Loan Ledger with our response. If we may be of further assistance, Mr. or Mrs. [redacted] may contact us at 1-866-765-1513.  Kind regards, Dyeisha W[redacted]

Thank you for
the opportunity to respond to [redacted] concerns regarding account
[redacted].  [redacted] stated she asked
her sales associate not to put insurance on her account, but when she looked at
her contract when she got home, insurance was listed.
 
According to
our...

records, [redacted] signed a 30-month retail installment contract on June
19, 2015.  This contract included [redacted] signature accepting credit life, credit disability, involuntary
unemployment insurance, and property insurance. 
[redacted] also signed a Freedom to choose page and a General information
page explaining the terms of the insurance.
 
On July 15,
2015, [redacted] contacted our insurance department and requested the insurance
be canceled on her account.  At that
time, the credit life, disability and unemployment insurance was canceled and
an insurance credit in the amount of $289.82 was credited to [redacted]’s
account. Please note, when an insurance
credit is applied to an account, the amount is credited to the balance, but the
minimum monthly payment does not change. 
 
We requested a
copy of [redacted] in order
to remove the property insurance from the account.  Due to this being a secured retail
installment contract, 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 [redacted] has an
alternative insurance policy, she is 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.  Once [redacted] sends in a copy of her
homeowner’s or renter’s insurance declaration page, we will be happy to remove
the property insurance from her account. 
 
We appreciate
[redacted] bringing her concerns to our attention.  We have included a copy of her signed retail
installment contract, Freedom to Choose page, General Information page, and
payment history for her records.  Thank you,Cheryle S[redacted]

Thank you again for the opportunity to respond to Ms. [redacted]' concerns regarding her credit report.  The credit corrections were processed when the new account was established.  We ask that Ms. [redacted] allow the credit bureaus 30-60 days to update their records. 











2/28/2016

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mrs. [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, Mrs. [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. Mrs. [redacted] has stated in the complaint: 1)       She originally purchased a new refrigerator but was told she would be getting the floor model because we no longer had the unit in stock; 2)       She reported the refrigerator had a dent but has not received a response; 3)       She was told she could not combine deal and use 10% coupon; 4)       She is requesting to receive a discount on the refrigerator; and 5)       She is requesting to honor 10% off coupon for her recliner.   Our investigation reveals that: 1)    Mrs. [redacted] was made aware the refrigerator was not available for immediate delivery and opted to receive the floor model to get item sooner; 2)    Mr. [redacted] signed his delivery ticket acknowledging the item was inspected and received in good order; 3)    Mrs. [redacted] was informed that she could not combine the 10% off coupon and free delivery; 4)    Mr. [redacted] received the refrigerator at the discounted price of $899.99 (originally $949.99); no additional discount is due; and 5)    We are unable to honor Mrs. [redacted]’s request; she agreed to receive free delivery valued at $79.99 instead of 10% off purchase of $599.     We researched Mrs. [redacted]’s complaint and found that on 5/6/17, Mr. [redacted] was approved for an exchange on his refrigerator for up to $599.99. Our records show Mr. [redacted] re-selected a [redacted] side-by-side refrigerator for the discounted price of $899.99 and requested delivery for 5/14/17. However; Mr. [redacted] contacted us on 5/13/17 to re-schedule for a later date.   Our records show Mrs. [redacted] returned to her local Conn’s on 5/20/17 to purchase additional items on a separate invoice. We show Mrs. [redacted] elected the [redacted] recliner and inquired about using a 10% off coupons she received in the mail. Mrs. [redacted] was given the option to use the 10% off promotion or receive free delivery with her purchase. Mrs. [redacted] agreed to receive the free delivery due to she was unable to pick up recliner from the warehouse.   At that time, Mrs. [redacted] was also informed that the refrigerator originally purchased on a different invoice was no longer available for immediate delivery and was on backorder for the manufacturer. Mrs. [redacted] was given the option to wait for the unit to become available or received the floor model refrigerator and have both items delivered the following day (5/21/17). Mrs. [redacted] elected to receive the floor model refrigerator to have all items delivered the on the same day. We show both the refrigerator and recliner was delivered and signed acknowledging the items were inspected and received in good order on 5/21/17. As listed on the signed delivery receipt: “By signing below, you agree that you have thoroughly inspected your merchandise for damage. An exchange or price concession will not be authorized for damage discovered after delivery”.                  Our records show Mrs. [redacted] contacted us on 5/24/17 (3days after delivery) stating the refrigerator has a dent on the unit. Mrs. [redacted] was informed that no issues were reported at the time of delivery and we are unable to offer a concession at this time. .   Conn’s value Mrs. [redacted] as a customer and appreciates her for bringing this matter 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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
 1st of all its Mr [redacted], Conns has Never returned any of my phone calls. I called GE directly and had there service tech come out to check the washer. Upon inspection there was a hose disconnected that was not allowing the washer to operate properly. Conns has come out 4 times and could not fix the washer during any of the 4 service calls. I have called the Conns service department 3 times leaving messages for the Manger Jessica who never took my call or returned my phone calls.

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding account [redacted].  Mr. [redacted] stated he overpaid his account and would like his refund expedited.    According to our records, Mr. [redacted] made a payment in the amount of $2325.00.  This overpaid...

his account by $908.85.  Pease note, it may take up to 30 calendar days to process an overpayment refund on an account when it is paid by check. The payoff amount and account information must be verified before we can release the refund check. We must also confirm the payment has cleared the customer's financial institution before a refund for overpayment can be processed.   On February 3, 2017, Mr. [redacted]’s refund was processed and he received his refund check on February 7, 2017.    Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.  Thank you, Cheryle S[redacted]

Thank you for the opportunity to respond to Ms. [redacted]’s concerns regarding account [redacted] Ms. [redacted] stated she made a payment on her account in October 2016, but it was posted to her daughter’s account in error.  According to our records, a payment was scheduled on October 18,...

2016 and was posted to another account in error. We are in the process of moving that payment to Ms. [redacted]’s account. Once the payment has posted, we will remove the negative credit mark that assessed on the account due to the error. We ask that Ms. [redacted] please allow 7-10 business days for the payment to process. Additionally, we ask that Ms. [redacted] please allow the credit bureaus 30-60 days to update their records.  Please note, Ms. [redacted] will need to resume making payments on the account to avoid additional credit marks from being assessed, as the account is currently past due from October 15, 2016.  Conn’s values Ms. [redacted] as a customer and sincerely apologizes for any inconvenience she has experienced due to this matter.  Thank you, Cheryle S[redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [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, 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] stated in his complaint: 1.       He picked up a defective television and later found out it had internal damage; and 2.       He wants a refund or to have his television exchanged.   Our investigation reveals that: 1.       Mr. [redacted] elected to pick up his television from his local warehouse. 2.       Mr. [redacted]’s television is only covered by manufacturer’s warranty, which does not cover accidental damages.  We are unable to determine when or how the damages may have occurred and we are unable to honor his request.      Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  Our records show on 9/10/17, Mr. [redacted] purchased a [redacted] 75” Smart TV that came with a limited 1-year manufacturer’s warranty.  Mr. [redacted] declined to purchase additional warranty coverage through Conn’s HomePlus.  Mr. [redacted] elected to pick up his television from his local warehouse in Dallas, TX on 9/12/17.      Mr. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase.  Our Return & Exchange Policy states: A customer has 30-days from the date the item is received to return or exchange (appliances and electronics) with a 15% restocking fee.  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.    We researched Mr. [redacted]’s complaint and found that he contacted us on 9/20/17 (8-days) after receiving his television.  Mr. [redacted] indicated that his he had recently opened his television and found the screen was cracked.  Mr. [redacted] was advised that he did not purchase warranty coverage through Conn’s and his television was not covered.  Mr. [redacted] was made aware that his television was covered by the manufacturer’s warranty which does not cover accidental or incidental damages.  Once the product leaves the warehouse, we are unable to determine when or how the damages may have occurred.      Again, we are unable to honor Mr. [redacted]’s request to credit his Conn’s account or return/exchange his television.  Mr. [redacted]’s television is only covered by manufacturer’s warranty, which does not cover accidental or incidental damages.  As mentioned Mr. [redacted] did not purchase additional coverage through Conn’s HomePlus; therefore we are unable to review other options.   Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention. Sincerely, Customer Relations