Alan J. Slobodnik, M.S.W.

Thank
you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show
on 12/13/15, Mrs. [redacted] purchased a 65” [redacted] Smart TV which comes with a
1-year limited manufacturer’s warranty; no additional coverage was purchased
with Conn’s. We show Mrs. [redacted] picked up her...

television on 12/14/15 from
Conn’s located in [redacted] and signed her pick up slip acknowledging the item
was received in good order. As listed on Mrs. [redacted]’s signed picked up slip “Please thoroughly inspect your merchandise
for damage prior to loading. An exchange or price concession will not be
authorized for damage discovered after the product leaves the warehouse or
store”.
 
We
reviewed Mrs. [redacted]’s complaint and found she contacted our Customer Service
Department on 12/26/15 requesting an exchange on her television due to the unit
was not working. Mrs. [redacted] was made aware she would need to contact our
Service Department to have a technician assess the unit to determine if the
unit can be repaired or if an exchange is required. Mrs. [redacted] contacted our service
department on 12/28/15 stating there is no sound or picture. A service
appointment was scheduled for 12/29/15; during the inspection the technician
found a new panel was needed to complete repairs. Our records show we received
the new panel from the manufacturer on 1/5/16 and Mrs. [redacted] was scheduled to
install on 1/7/16. On 1/7/16, the technician returned to Mrs. [redacted]’s
residence and installed the new panel and tested the unit; unit tested ok. We
have no records showing Mrs. [redacted] has contacted us regarding any further
issues she is experiencing with her television since repairs were made on
1/7/16.
 
At
this time we are unable to honor Mrs. [redacted]’s request for an exchange; her
television has been repaired under the Terms and Conditions of the manufacturer’s
warranty.
 
If we may
be of further assistance, Mrs. [redacted] may contact Customer Service at
1-877-358-1252.
 
Kind regards,
 
Dyeisha W[redacted]

Thank you for the opportunity to respond to [redacted] concerns regarding account [redacted].  [redacted] stated she received calls outside our normal calling hours.    Due to a system issue, some customers received calls outside the normal calling hours of 8am-9pm on June 29,...

2016.  Conn’s sincerely apologizes for any inconvenience [redacted] experienced due to this matter.  We worked diligently to correct the system issue to insure this will not happen in the future.    Conn’s values [redacted] as a customer and appreciates her for bringing this matter to our attention.  Thank you, Cheryle S[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  Once again, I did mention that the garbage disposal connector was broken by the installer.  I did tell them that I thought I could fix it.  I now realize that that was a mistake.  What I should have done, was demand that the company fix what their person broke.  I was quite foolish in thinking that I could easily take care of the part that was broken by the installer.  I did tell the person I spoke to, during the followup call, that I knew it was not done on purpose and I truly believed I could fix it.  In my attempt to make the situation as easy on everyone as possible, I literally "shot myself in the foot" by believing that, if I couldn't fix it, the company would step up and accept responsibility for the damage done by their service man.  Conn's has made it clear that they intend to misrepresent what happened in my home on the day of installation, and will continue to refuse to make right what their serviceman did.  I have no intention to continue any association with this company, I will honor my debt to them, but I will advise anyone who asks not to do business with them due to their lack of concern for their customers.  I realize that the loss of my patronage will not cause the company any problems, but it is the only way left to me to express my disappointment with this company. I can only reiterate, Conn's broke my garbage disposal making it impossible to finish the installation of my purchased dishwasher.  The only resolution to this situation that will be acceptable to me, is acknowledgement of their serviceman's damage and replacement of my garbage disposal.[redacted]
[Provide details of why you are not satisfied with this resolution.]
Regards,

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,
THIS FURNITURE IS NOT AS DESCRIBED BY SELLER, IF IT WAS I WOULD BE CONTENT WITH THEIR RESPONSE. THEY ARE ADVERTISING A DIFFERENT PRODUCT FROM WHAT THEY HAVE DELIVERED. THE "OLE BAIT AND SWITCH CON". HERE IS TOP GRAIN LEATHER SEWED ON THE INSIDE OF THE BACK BETWEEN THE SEATS ON THE  RIGHT SIDE OF THE SOFA, BUT BLENDED EVERY WHERE ELSE EXCEPT FOR A BOTTOM OF THE RIGHT SIDE SEAT OF THE SOFA. LOVE SEAT AND RECLINER ARE ALL BLENDED MATERIAL. WHY DOESN'T CONN SEND ONE OF THEIR TECHNICIANS TO EXAMINE THIS INFERIOR PRODUCT OR ARE THEY BEING TRUE TO THEIR NAME "CONN"?
 









Read More Customer Complaints:

421
422
423
>
>>


$(function () {
$('.complaint-block a[data-toggle=collapse]').click(function () {
$(this).text($(this).text() == $(this).attr('data-close-text') ? $(this).attr('data-open-text') : $(this).attr('data-close-text'));
});
$('.complaint-block .collapse').collapse({
toggle: false
});
$.each($('.complaint-block a[data-toggle=collapse]'), function (index, value) {
$(value).text($(value).attr('data-close-text'));
})
});

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'm sorry to inform them if they think I'm paying even a penny for an item they now have then they'll still be waiting long after I'm gone. I'm not paying for something I don't have. I knew I wasn't the only one being conned and after reading literally thousands of bad reviews on the Revdex.com website as well as Yelp and others, I just want to know one thing. How can you look you children in the eyes knowing how bad you've conned fellow American citizens? The best thing conn's can do for America is disappear. Its sad that I can go to Aaron's and get the same tv a week after I saw conn's wasn't going to hold up their end of the deal and the tv from Aaron's still works.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  Our records show on 7/17/15, Mrs. [redacted] purchased a [redacted] high-efficiency washer and dryer with a 48-month Repair Service Agreement on both units.  Once Mrs. [redacted]’s purchase was complete she was provided a copy of her...

contract and a copy of Conn’s Return & Exchange Policy which states: A consumer has 30-days from the date of purchase to return or exchange (electronics and appliances) with the required 15% restocking fee. Conn’s Return & Exchange Policy is displayed in our stores and can be found online on our website www.Conns.com.  Mrs. [redacted] elected to have her washer and dryer delivered; which was completed on 7/18/15. We researched Mrs. [redacted]’s complaint and found she contacted us on 9/06/15 regarding her dryer; stating the unit was not heating and not drying the clothes.  On 9/07/15 and 9/08/15, we attempted to contact Mrs. [redacted] to obtain the dryer serial number, but we were unsuccessful in our attempts.  Mrs. [redacted] later returned our call on 9/08/15 and provided the information needed.  Mrs. [redacted] was contacted on 9/09/15 and advised she was scheduled for service on 9/14/15 with a certified 3rd party service provider ([redacted]).  We followed up with [redacted] (the manufacturer) on 9/16/15; during the conversation the representative advised us Mr. [redacted] refused to have the dryer assessed and stated he was going to return the unit.  Mrs. [redacted] contacted our Customer Service Department on 9/09/15 and 9/11/15 by via email requesting an exchange; Mrs. [redacted] has been informed on several occasions that she was outside of Conn’s 30-Day Return & Exchange Policy and would need to continue with repairs.  Our records show Mrs. [redacted]’s service appointment was rescheduled for 9/21/15; the technician replaced the heater.  Once the repairs were completed the technician tested Mrs. [redacted]’s dryer and the unit tested ok. At this time, we are unable to honor Mrs. [redacted]’s request to return her dryer; Mrs. [redacted]’s 30-day time frame to return or exchange her dryer expired on 8/19/15.  Based on the technician’s report Mrs. [redacted]’s dryer has been repaired and is functioning properly.         If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards,  Jana A[redacted]Customer RelationsConn’s Inc.

Thank you for the opportunity to respond to Mr. [redacted] complaint. Our records show on 5/6/16, Mr. [redacted] purchased a “sold as is” clearance model ** Black Top Mount refrigerator and elected to purchase a 24-month Repair Service Agreement Plan. Mr. [redacted] elected to pickup his...

refrigerator and signed acknowledging the item was received in good order. We reviewed Mr. [redacted] complaint and found he contacted our service department on 5/10/16 stating when he close the bottom door on the refrigerator, the top door opens. A service appointment was scheduled for5/11/16; during the inspection the technician found the refrigerator did not have any damper adjustments but was able to adjust the front feet down to lean back the refrigerator in order to help the unit self close; no parts were required. We show Mr. [redacted] contacted our service department again on 5/27/16regarding the same issue. A different service technician was scheduled for5/19/16 and found the unit was functioning up the manufacturer’s specification; no problems were found. We confirmed with the store manager that Mr. [redacted] dropped off his refrigerator at our Conn’s located in Harlingen, TX without authorization and abandoned the unit. Mr. [redacted] has been reminded that his refrigerator was purchased as a “sold as is” clearance model and all sales is final. At this time we are unable to honor Mr. [redacted] request, Conn’s has a No Return or Exchange on clearance items. We verified that Mr. [redacted] refrigerator is still at the location where the unit was abandoned. Mr. [redacted] will need to pick up his refrigerator before it is disposed. If we may be of further assistance, Mr. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending iti do accept Conns response but I am asking if they can mail me out the payoff letter as soon as they can. Like I said my payment was made over 30days ago and their customer service reps NEVER mention anything about the settlement being voided If they did we wouldn't be in this situation. My credit is on the line because you didn't properly advice me about the Void . Please send me my pay off letter that is all I ask . 
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.

Thank you
for the opportunity to respond to Mrs. [redacted]’ complaint. We forwarded Mrs.
[redacted] complaint to the store and district manager where the purchase was made
and was informed that during the initial purchase, she was advised that the
ottoman was included with the purchase of her...

[redacted] chair. However
it was confirmed that Conn’s did not carry the [redacted] ottoman at the time of
purchase. Due to the sales error Mrs. [redacted] was offered the option to either
receive a free ottoman or $100 credit. Mrs. [redacted] elected to receive the free
ottoman which required us to place a special order from the manufacturer. Our
records show the ottoman became available on9/7/15however;
upon pickup Mrs. [redacted] stated the ottoman was not the same color as the chair
purchased. We were unable to re-order the ottoman therefore; Mrs. [redacted] was
given the option the return the chair for a refund or receive $100 concession
to keep the chair without the ottoman.
 
We
attempted to contact Mrs. [redacted] to discuss her concerns, however, we have been
unable to reach her.  Conn’s has agreed
to honor her request and credit her account $250.00 oppose to receiving the
free ottoman.  We ask that Mrs. [redacted]
please allow 3-5 business days for the credit to post.
 
 
If we may be of further assistance, Mrs. [redacted] may contact
us directly at1-866-765-1513.
 
Kind
regards,
 
Dyeisha
[redacted]

Thank you again for the opportunity to respond to Ms. [redacted]'s concerns regarding her account.  We have attached a copy of her payment history for her records.  The payment history will verify that the insurance came off the overall balance on the account and not just interest.   Tell us why here...

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Ms. [redacted]’ 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, Ms. [redacted] may contact Conn’s regarding questions...

by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.    Ms. [redacted] has stated in the complaint: She 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. [redacted] 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 items. However; she elected to keep the products and signed her delivery ticket acknowledging all items were received in good condition; Ms. [redacted] was reminded that Conn’s has a No return or exchange policy on all furniture and mattresses; We have agreed to honor Ms. [redacted]’ request to exchange her mattress and box spring with the required 15% restocking fee; andWe are unable to honor Ms. [redacted]’ request to receive a discount on the merchandise.    Our records show 12/9/17, Ms. [redacted] elected to purchase a [redacted] Queen Mattress and box spring which comes with a limited manufacturer’s warranty.   After researching Ms. [redacted]’ complaint we found that her items were delivered on 12/12/17. During the delivery, Ms. [redacted] was made aware that her mattress and box spring was too large and would not fit through the area where the items were needed. Ms. [redacted] elected to keep the merchandise and the items were placed in the area requested. We show Ms. [redacted] signed her delivery ticket acknowledging all merchandise was received in good condition.   Our records show Ms. [redacted] contacted our customer service department on 12/26/17 requesting to exchange her items because they could not fit up her staircase. However; Ms. [redacted] was informed that no issues were reported at the time of delivery and she signed stating the items were received in good order. Ms. [redacted] was also reminded that Conn’s has a no return or exchange policy on all furniture and mattresses.   Although Ms. [redacted]’ 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 packaging. Ms. [redacted] may visit her nearest Conn’s to pay the restocking fee and re-select new merchandise.   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 concerns regarding account
#[redacted].  Mrs. [redacted] stated she and
her husband purchased merchandise and was told the inquiry would be a soft hit
on their credit and they would get 24-months same as cash.  She also stated she...

asked for the due date to
be on the 21st of every month and she also requested we not contact
her or her husband’s employer regarding the account. 
 
According to
our records, Mr. and Mrs. [redacted] signed a 30-month retail installment contract
on January 11, 2015.  This contract was
approved for our 12-month no-interest financing promotion; however, it did not
qualify for the 24-month no-interest financing promotion at the time of purchase. 
 
Mrs. [redacted]
stated she was told the inquiry would be a soft pull on her and her husband’s
credit.  In order to qualify for credit,
a credit check is required to determine eligibility.  This is reflected on the credit reports as a
credit inquiry. 
 
We have placed
a cease and desist on the phone numbers associated with the place of employment
at Mrs. [redacted]’s request.  We have also
processed a good-will due date change and moved the monthly due date to the 21st
of each month.  Mrs. [redacted]’s next payment
will be due on July 21, 2015. 
 
Mrs. [redacted] has
requested that she be able to return the fireplace.  We are unable to return the fireplace because
it is outside our return/exchange policy. 
 
We have attached a copy of Mr. and Mrs. [redacted]’s
signed contract, invoice, Cash-option acknowledgement and our return/exchange
policy for their records.  We value Mr.
and Mrs. [redacted] as customers and appreciate Mrs. [redacted] for bringing her concerns
to our attention.  Thank you,Cheryle [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint. Our records show on 7/23/15, Mrs. [redacted] purchased a [redacted] Gel Memory Foam mattress which comes with a limited manufacturer’s warranty; no additional coverage was purchased with Conn’s. We researched Mrs. [redacted] complaint and found that she contacted our service department on 1/16/16 stating the mattress is not holding support. A service appointment was scheduled for 1/27/16; during the inspection the serviceman found multiple issues with the mattress. The serviceman notated the mattress was soiled at the time of inspection and had a ¼’ body impression. The serviceman also notated that the foam on the mattress is very mushy/weak, the  top layer of foam feels moist and is tearing/splitting and the right box spring was stained however; there were no measurable contours with the box springs. Mrs. [redacted] was contacted and made aware that the reported damages are not covered under the Terms and Conditions of the manufacturer’s warranty. The manufacturer’s warranty does not cover fabric stains, soiling, fluid penetrations, tears or body impression less than ¾’ on foam mattresses. At this time we are unable to honor Mrs. [redacted]’ request for an exchange; based on the serviceman’s report and the photos provided at the time of inspection the reported issue is not covered. We have attached supporting documents with our response.  Kind regards,Dyeisha [redacted]Customer Relations

Thank you for the
opportunity to respond to Mr. [redacted]’s complaint. We reviewed Mr. [redacted]’s
complaint and found his food loss claim was approved for $137.24 due to a functional
failure with his refrigerator. The claim was processed and mailed on 7/24/15.  Mr. [redacted] contacted our Customer...

Service
Department stating the name on the check was incorrect.  Once the error was confirmed we ask Mr. [redacted]
to send the check back and a new check was reissued on 9/17/15.  Prior to receiving the new check, Mr. [redacted]
contacted us via social media stating he still had not received his food loss
check. During the conversation we were informed that Mr. [redacted] had moved to a
new residence but the check was already sent to his previous address. Mr. [redacted]
was informed we would stop payment on the check and re-issue another check. Mr.
[redacted] did provide his current address and we submitted another check request to
be mailed. Our records show on 10/14/15, we mailed Mr. [redacted] food loss check to
the address he provided via social media; we ask to allow 7-10 business days to
receive; no further credit is due.
We sincerely apologize for
any inconvenience Mr. [redacted] experienced during this process.
 If we may be of further assistance, Mr. [redacted]
may contact our customer service department at 1-877-358-1252.Kind regards,Dyeisha W[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint. Our records show on 10/29/16; Mrs. [redacted] purchase a [redacted] washer and dryer retailed at $799.97 each but buy the items for the sales price of $589.99 each. We contacted the store manager regarding Mrs. [redacted]’ complaint and...

found Mrs. [redacted]' came into the store during our Black Friday promotional offer to take advantage of Conn’s price guarantee on both her washer and dryer. Mrs. [redacted] was made aware that our price guarantee does not apply to our Black Friday ads as this is an additional promotional offer. We were able to verify that within Mrs. [redacted]’ 30-days of purchase, both models were listed in our regular sales ad for $549.99 each. Therefore; we agreed to issue a credit of $86.60 to Mrs. [redacted]’ account although the deal expired.At this time we are unable to honor Mrs. [redacted]'s request; Conn's Price Guarantee states: Low Price Guarantee; We want you to be confident in your purchase from Conns HomePlus. If you find the same item advertised in the weekly print ad at an established retailer (excluding Internet-only competitors) within 30 days of your purchase, we'll match it*. No questions, no hassles. It's that easy.*Includes in-stock products only and those without other promotional, finance or clearance offers. Price match policy does not apply to computers. 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] complaint.  Our records show on4/30/15, Ms. [redacted]
purchased a Sharp 65”TV with a limited 1-year manufacturer warranty; no
additional RSA coverage was purchase through Conn’s on her television. 
We have reviewed...

Ms.
[redacted] complaint and found she contacted us on 7/13/15 stating her
television would not connect to the internet. 
A service call was set-up however Ms. [redacted] was not satisfied with
the repair date therefore the service order was canceled.  Ms. [redacted] contacted us again on 7/24/15;
a service technician went out on 8/1/15 and found the television needed a new
WiFi board.  Ms. [redacted] refused
service and requested an exchange. (See attached) Ms. [redacted] was reminded
that her purchase exceeded our 30 day Return and Exchange period therefore we
could not honor her request. To better assist Ms. [redacted] we will be glad to
continue with the repair which is scheduled for 8/15/15 upon her last request.
Kind regards,
Kathryn [redacted]

[A default letter is [redacted] here which indicates your acceptance of the business's response.  If you wish, you may [redacted] it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted] and find that this resolution would be [redacted] to me pending the credit to my account in 7 to 10 business [redacted].[redacted]

Thank you for
the opportunity to respond to Mr. Moore’s concerns regarding account
[redacted]9030.  Mr. [redacted] stated he paid his
account balance in full but it’s showing open on his credit report. 
 
According to our records, Mr. [redacted] signed a 36-month
retail installment...

contract on January 18, 2010.  The total of payments on Mr. [redacted]s accounts
was $935.28.  Mr. Moore paid a total of $831.36.
This left an outstanding balance of $103.92. 
We have included a copy of Mr. Moore’s signed retail installment
contract and payment history for his records. 
 
Conn’s is obligated to report factual information to
the credit bureaus and we are unable to remove credit marks assessed on the
account due to payments not being made timely. 
 
Conn’s values Mr. Moore as a customer and
appreciates him for bringing his concerns to our attention.  Thank you,[redacted] Simmons

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.  At this point it is obviously seen here that Conn's is making a point to not take care of this matter all of these documents are just standard documents and none of these support anything! There delivery guy took a picture of the dishwasher that was delivered that sat in my kitchen at the time I was on the phone with his manager that told me he was going to take care of this whole situation who has just pawned it off on to other people who in return everyone else has done the same thing and no one has DONE ANYTHING TO RESOLVE IT AND STILL HASN'T! a serial number on the dishwasher isn't going to verify that it was brought out to my house in new or used condition. If you get online and [redacted] and Revdex.com and look at your complaints I am not the only one dealing with these types of problems and Conn's refuses to handle their customer service issues.Secondly, why would we waste another day of a works pay to sit here and wait a Conn's to send another service tech out to look at this dishwasher after we have already called [redacted] ourselves! I am not sure where you are getting your information from and I am not seeing any documents attached here either. As far as the stove range goes it was the first VIABLE COMPLAINT made with Brian the day after delivery of all three pieces we purchased and if it wasn't a VIABLE COMPLAINT we wouldn't have received a credit on the price of it! This company really has a lot of work to do and the CUSTOMER SERVICE HAS THE MOST IMPROVEMENT. This is the last opportunity honor us to exchange this dishwasher immediately or else I am going to take this to the next level, because I WILL NOT PAY FOR A USED NOT PROPERLY FUNCTIONING DISHASHER THAT I AM BEING CHARGED A NEW FULL PRICE FOR!!! I have went above and beyond, I have been kind and patiently waited for this ridiculous company to handle my situation in a fair professional manner and now its the end of the straw. It just amazes me that a NEW COMPANY in the area would stoop this low and risk this negative publicity  for something this small with someone hey have no idea who I am or know in this town. A company should never be willing to not solve their customer complaints to a positive outcome for all their customers not matter the circumstances, because their customers are the life of their business. This is a statement I always train my employees with and we have always been successful company!We strive to go above and beyond to please our customers and I guess I feel that I should get the same treatment wherever I go.I look forward to Conn's response.
Regards,
[redacted]
 











9/28/2015






Complaint

My grandmother called in to Conn's on August 3rd, 2015 to make a payment to her account. The representative she spoke to somehow accessed my account, which is under a different name and accounts numbers, and made an unauthorized payment to my accounts with her credit card number. The representative...

also set up automatic payments to my account using her debit card. Since then, she has been getting harassing collection calls every day because the payments have been getting applied to the wrong account. She has also gotten charged late fees by the company. Conn's has so far been unable to correct the issue and hasn't given an explanation as to how she was able to call in and access my account over the phone when my grandmother didn't have my account numbers.







Desired Resolution

I would like the payments that were applied to my accounts on 8/3 and 9/1 in the amounts of $56.84 and $58.93, respectively, credited to her account so her account can be brought current and she will stop receiving collection calls. She also needs to be credited back for any late fees incurred.

Consumer Business Dialog

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

calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.  Ms. [redacted] has stated in the complaint: 1)      that the items she purchased were not setup during delivery; 2)      the door handles on her refrigerator was improperly installed; 3)      she did not receive her rug and had requested to have the item canceled; and 4)      she is requesting a refund for her entire purchase.   Our investigation reveals that: 1)       Ms. [redacted] did not elect to purchase Conn’s assembly for her items. Conn’s delivery includes basic unpacking and setup service; additional charges may apply to assemble and install same items. 2)       We have no records showing that Ms. [redacted] has contacted us regarding issues with her refrigerator. 3)       We have canceled the rug from Ms. [redacted]’s invoice as requested and a credit of $313.91 has been applied to her account. 4)       Ms. [redacted] has 30-days from the date of purchase to return or exchange any electronics or appliances with a 15% restocking fee as long as they are in new condition.  However; we have no return or exchange on all furniture.   Our records show on 5/27/17, Ms. [redacted] purchased a [redacted] side-by-side refrigerator, [redacted]” curved TV, [redacted] curved soundbar, two large mounts, a chocolate zigzag rug, a Z-line chair and desk, and a [redacted] 65” fireplace console. Ms. [redacted] did not elect to purchase Conn’s optional assembly and installation services at the time of purchase.   We researched Ms. [redacted]’s complaint and found that her items were scheduled for delivery on 5/30/17. During the delivery, Ms. [redacted]’s refrigerator was installed, but the remaining items were placed in a secure location for self-assembly and installation. We show Ms. [redacted] signed her delivery ticket acknowledging that she received her items in good order.   Our records show Ms. [redacted] later contacted us that same day stating she did not receive her rug at the time of delivery. We were able to verify that the rug was not received and Ms. [redacted] has informed that we could re-delivery the item on 6/6/17.   Ms. [redacted] requested to pick up the rug from her local Conn’s instead of waiting for delivery.  We show there was a system error which caused a delay when Ms. [redacted] attempted to pick up the rug. Therefore, she requested to cancel the item from her invoice.   As requested, the rug has been canceled from the invoice, and credit has been submitted to Ms. [redacted]’s account. We sincerely apologize for any inconvenience Ms. [redacted] may have experienced during this process    Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.