Alan J. Slobodnik, M.S.W.

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] has stated in the complaint: 1.        That his bedroom set is defective; and 2.        He wants the entire bedroom set replaced   Our investigation reveals that:               1.        Mr. [redacted] purchased was made October 2015, and he first contacted us regarding service on 8/02/17 for his (headboard and bed rails) on 8/11/17 he contacted us regarding his footboard, and he last contacted us on 8/15/17 regarding his (dresser, mirror, and nightstand). 2.        Mr. [redacted] was approved for an exchange on 8/11/17 to replace his (headboard, footboard, and rails).  On 8/23/17, service was rendered on his (dresser, mirror, and nightstand) it was found that all three pieces had bent/broken glides.  Mr. [redacted]’ (dresser, mirror, and nightstand) do not qualify for an exchange.  Therefore, parts have been ordered and will be shipped to Mr. [redacted]’ residence on 8/24/17.   Our records show on 10/24/15, Mr. [redacted] purchased an Austin Group Hollywood king bedroom set that consisted of six pieces (headboard, footboard, rails, dresser, mirror, and nightstand) ALL with a 36-month Furnituregard Plan.  Mr. [redacted]’ bedroom set was delivered on 10/27/15 as requested.    Mr. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase.  Our Return & Exchange Policy states: No Returns/Exchanges on – Furniture, mattresses, décor & accessories unless inspected by a Conn’s Service Technician and found to have a manufacturer’s defect.  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]’ complaint and found that he contacted us 8/02/17 (22-months) after delivery regarding his Hollywood headboard and rails and later contacted us on 8/11/17 regarding his footboard.  Mr. [redacted] stated the units were not connecting properly.  Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.  After reviewing his service history, we found that exchange was approved on 8/11/17 under the terms and conditions of his Furnituregard Plan to replace his headboard, footboard, and rails.  After further review, we found that Mr. [redacted] contacted us again on 8/15/17 regarding his Hollywood dresser, mirror, and nightstand.  A service call was scheduled on 8/23/17, and during the inspection, the serviceman found that all three pieces had bent/broken glides.  Mr. [redacted]’ dresser, mirror, and nightstand did not qualify for an exchange.  Therefore, the service contractor located the parts needed and shipped them directly to Mr. [redacted]’ residence on 8/24/17.  The parts can be tracked by tracking number [redacted] via [redacted].  At this time we are unable to honor Mr. [redacted]’ complaint.  As mentioned above exchange was approved for Mr. [redacted] to replace his headboard, footboard, and rails.  Mr. [redacted] will need to visit his nearest Conn’s location to initiate his exchange.  Mr. [redacted] has been contacted on 8/24/17 and advised the parts have been shipped.  He was informed that once the parts arrive, he will need to contact service at 1-866-266-6349 to schedule an appointment to have repairs completed. We appreciate Mr. [redacted] for bringing his concerns to our attention.          Sincerely, Conn’s Inc.

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on2/7/16, Mrs. [redacted] purchased the [redacted] sofa and loveseat and elected to purchase a 36-month FurnitureGard Plan. We researched Mrs. [redacted] service history and found she contacted...

our service department on two separate occasions regarding repairs to her furniture. After further review of Mrs. [redacted] service needs, Conn’s has agreed to issue an exchange for her sofa and loveseat. Mrs. [redacted] may visit her nearest Conn’s to initiate the exchange. 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[redacted]  Kind regards, Dyeisha [redacted]

Thank you again for the opportunity to respond to Mr. [redacted]'s concerns.  Again, As of August 12, 2016 [redacted] has not received the requested information.  Mr. [redacted] will need to contact [redacted] to discuss the his concerns further.    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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  The ad that they provided also states that the washer has super speed and it does not.  The black one does have super speed and a matching dryer with a stainless steel drum. That is what led me to believe it had stainless steel.  Apparently it does not matter that your sales staff is not properly trained and the customer must suffer.

After
receiving Mr. [redacted]’s last rebuttal we have made several attempts to contact him
by phone however we have been unsuccessful in our attempts.  Since his original complaint was filed we
have offered and honored the following request to resolve each of his concerns.
 
1.   
Due to a chip that was found on Mr. [redacted]'s dresser at the time of
delivery we offered and applied a damage concession of $89.00 to his account
which he agreed to keep. (See attached)
2.   
At the time of delivery Mr. [redacted] refused the sofa due to the
damage that was found.  Because the items
were originally close out pieces we were unable to complete the set therefore, Conn’s
agreed to return both items and credit his account.  A credit of $714.50 was applied to his
account. (See attached)
3.   
We offered Mr. [redacted] the option to re-select another furniture set
and gave him 50% off the new items as shown on the invoice attached.
4.   
We confirmed the lamp was also damaged upon delivery therefore we
credited Mr. [redacted]’s account $73.20 which was the cost of the lamp.  We were later able to locate the same lamp in
another market; Conn’s agreed to ship the lamp directly to Mr. [redacted] for free
and did not charge him for the new lamp.
5.   
Mr. [redacted] was contacted by a general contractor regarding the
damage to his home; the contractor has since reported the repairs to his home
have been completed and no further contact has been made.
 
Regarding
Conn’s Price Guarantee when we spoke with Mr. [redacted] in June we informed him that
we do honor our Price Guarantee as it is stated on our website (See
below).  We asked Mr. [redacted] to please
provide a copy of the weekly print ad from an established retailer that showed
the exact item; if his purchase qualified we would honor the Price
guarantee.  Our records show as of
9/17/15 we still have not received a copy of the advertisement.  Conn’s Price Guarantee can be found on our
website.
 
We want you to be
confident in your purchase from Conn’s. 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.
Conn's cannot be held liable for any
typographical or pictorial errors that may occur on this website.
 
If Mr. [redacted] has any additional questions he may
contact me directly at 1-800-280-1514 ext 3277.Kind regards,Kathryn J[redacted]

Thank you for the opportunity to
respond to Mrs. [redacted] complaint. Our records show on 6/8/15, Mrs. [redacted]
purchased a Frigidaire gas range with purchase a 48-month Repair...

Service
Agreement and elected to purchase Conn’s natural gas installation service.  Mrs. [redacted] range was delivered and
successfully installed on 6/10/15.
We researched Mrs. [redacted]’s
complaint and found she contacted our service department on 8/10/15, stating
there was a gas smell coming from the range. A service appointment was
scheduled with a 3rd party certified technician for 8/18/15; however
during the inspection the technician reported he was unable to duplicate the
problem. Our records show Mrs. [redacted] contacted the service provider directly
because she continued to have an issue with the range and was scheduled to have
the technician re-assess the unit on 8/21/15. During the inspection the
technician found parts were needed to complete repairs. We show the parts were
received and installed on 8/31/15; the technician tested the unit and reported
the range is functioning properly. Our service department has attempted to
contact Mrs. [redacted] to ensure repairs were completed to her satisfaction but
have been unsuccessful in their attempts and left a voice message to return our
call.
At this time we are unable to honor
Mrs. [redacted] request for an exchange; based on the technician’s report repairs
have been successfully completed. If Mrs. [redacted] is in need of service she may
contact our Service Department at [redacted]. 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 [redacted].
Kind regards,
Dyeisha W[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 it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] find that this resolution would be satisfactory to me.

Thank you for the opportunity to respond to Ms. [redacted]’s complaint.  Our records indicate that on4/17/16 Ms. [redacted] purchased [redacted] Washer with a 48- month Repair Service Agreement.  She also received a copy of the Conn’s Return and Exchange Policy at the time of purchase; her...

signed invoice acknowledges that she 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 4/18/16 Ms. [redacted]’s washer was delivered as promised. After reviewing Ms. [redacted] complaint, we show that on 2/20/17 she contacted Conn’s service department stating that her washer was not spinning or rinsing her clothes. A service call was placed and parts were ordered; we went out on 2/27 to install the part and determined additional parts were needed. On 3/8/17 we went back to install the new parts, unfortunately those parts did not work as well and the Tech submitted for an exchange.    At this time Conn’s has agreed to honor Ms. [redacted]’s request, and exchange the washer under the terms and conditions of the warranty.  If we may be of further assistance, Ms. [redacted] may contact our Customer Service Department at1-877-358-1252.  Kind regards, Kristal [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s
complaint. Our records show on 12/28/14, Mr. [redacted] purchased
the [redacted]...

[redacted] living room furniture which consists of three pieces
(sofa, loveseat and rocker recliner) and elected to purchase a 48-month
FurnitureGard Plan. Mr. [redacted] furniture was delivered and received in good
order on 1/8/15.
 
We researched Mr. [redacted] complaint and found he contacted our
service department on 1/11/16 stating the leather is tearing on the
loveseat. A service appointment was scheduled for 1/20/16; during the inspection the serviceman found the leather is
cracking on the right inside back and also on the right inside/outside of the
arm casing. After reviewing the serviceman’s findings and photo’s provided at
the time of inspection, Mr. [redacted] was contacted and made aware that the
issues found on the headrest and armrest is a result of normal wear and tear,
which is not covered under the T&C’s of the FurnitureGard Plan. Please
refer to FurnitureGard T&C’s (Number 15: What Is Not Covered).
 
At this time we are unable to honor Mr. [redacted]’s request for an
exchange; based on the serviceman’s report and photo the reported damages are a
result for normal wear and tear from everyday use.   
 
 
If we may be of further assistance, Mr. [redacted]
may contact Customer Service at1-877-358-1252.
 
Kind regards,
 
Dyeisha W[redacted]

Thank you again for the opportunity to respond to Ms. [redacted]'s concerns. Was stated in our previous response, we researched Mr. [redacted]’s service history and found that he contacted us on 11/15/16stating the oven and burners is not working. A service appointment was scheduled for11/16/16; during the inspection, the technician found parts were needed to complete the repairs. We received the parts from the manufacturer on 11/21/16, and Mr. [redacted] was contacted and scheduled for installation on 11/25/16. The technician reported he installed a new control oven and faceplate to complete the repairs. The technician notated that he tested the oven, broil, and all burners and said the unit is working up to specifications. At this time we are unable to honor Mrs. [redacted]’s request for an exchange or reimbursement; the unit was successfully repaired as listed under the Terms and Conditions of the RSA Plan.

Revdex.com:
This letter is to inform you that Conns Appliance, Inc. has carried out to my satisfaction the resolution it proposed for my complaint, filed on 8/12/2016 and assigned ID [redacted]
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.  Conn's is lying first of all I have made repead attempts to resolve this matter since Item was delivered  Second I did not sign for delivery I was at work Thirdly no one ever told me they would exchange merchandise All I was told as of yesterday was they would let me voluntarily repossess and I would still have to pay for a bed I can't use.Henceforth this is adsurd
[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.  
This response was the reason for the complaint.  I did receive a call and returned the call and left 2 messages within 24 hours of the missed call.  Additionally,  the furniture purchased was NOT a clearanced item and only 2 years old. How is it that Conn's was going to fix it had it been covered?  Why was their last comment that I had discontinued the warranty so they couldnt help me.  FAILING to mention only after they refused to help me find replacement parts.  NOW they can't even do that o a 2 year old couch.  I refuse to say I am satisfied at all with the resolution for something that fails more everyday that isn't even paid in full.  If Conn's believes there is anything satisfactory  regarding the quality of product or service then so be it.  Perhaps theyou convinced someone but it certainly isn't me.  Regards,
 











7/20/2015






Complaint

Purchased new furniture there did not honor no interest as they advertised. Tired to pay item in full and still charged me for interest for the time of the loan life instead of from he date it was paid. Continued calling about 15 times every time I called to get information on why we are being...

charged for interest they would continuos hang up called back hang up to the point of frustration because they would always hang up on us. Have been trying to resolve since May still no answer!!







Desired Resolution

Pay purchased amount with no interest as originally had agreed.

Consumer Business Dialog

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns you have. We have a more than 120-year history of quality customer service and satisfaction, and I 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 that: She provided a copy of her divorce decree; and She would like an account removed from her credit report. Our investigation reveals that: Conn’s is unable to locate an account with the information Ms. [redacted] provided.; and We cannot complete our research with the information provided. Conn’s is unable to locate an account with the information Ms. [redacted] provided.  There is a name discrepancy which requires additional verification. We ask that Ms. [redacted] contact us so we may validate the information so we may research your concerns further. If Ms. [redacted] would like to provide additional information by contacting our customer service department at 877-358-1252, we will be happy to research her concerns further. Conn's appreciates Ms. [redacted] for bringing her concerns to our attention.

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Ms. [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, 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 contacted us for multiple time for repairs on her washer and the unit is still not working;She has contacted us several times but no one has contacted her back; andShe is requesting an exchange on her washer.  Our investigation reveals that: We have completed repairs twice on Ms. [redacted]’s washer; however, Ms. [redacted] has declined further service needs with Conn’s; We have remained in contact with Ms. [redacted] regarding the service repairs for her washer; andAt this time Ms. [redacted]’s washer does not meet the qualifications for an exchange.     Our records show on 6/25/17, Ms. [redacted] purchased a [redacted] which comes with a 1-year limited manufacturer’s warranty. Ms. [redacted]’s washer was delivered in good condition on 6/27/17.   We researched Ms. [redacted]’s complaint and found that she first contacted our service department on 10/16/17 stating that her washer is not spinning. A service appointment was scheduled for 10/18/17. During the inspection the technician was unable to find any issues with the unit and reported that Ms. [redacted] is washing large loads of clothing. The technician notated that the unit is functioning properly and educated Ms. [redacted] on the proper use.   Ms. [redacted] contacted us again on 11/19/17 stating that her washer does not complete the cycle. A service appointment was scheduled for 11/21/17. During the inspection the technician found the main board needed to be replaced. Once we received the part Ms. [redacted] was scheduled for installation on 11/27/17. During the installation the technician found that the new main board was defective and needed to be re-ordered. We attempted to get Ms. [redacted]’s washer exchange through the manufacturer due to the delay receiving the new part; however, the manufacture denied the exchange request and we were advised to continue with the repairs. We show the manufacture shipped the new main board to Ms. [redacted]’s residence on 12/18/17 and she was scheduled for installation on 12/21/17. The technician reported that he installed the new main board, tested the cycles and the unit was functioning properly.   Our records show Ms. [redacted] later contacted us on 12/28/17 stating that her washer is still not completing cycles. A new service appointment was scheduled for 1/2/18; however, prior to the appointment, Ms. [redacted] contacted us to cancel her appointment stating that she will contact the manufacture directly for her repair needs and Ms. [redacted] service appointment with Conn’s was canceled. We have no further records showing that Ms. [redacted] has contacted us regarding any further service needs for her washer.   At this time Ms. [redacted]’s washer does not meet the qualifications for an exchange. If Ms. [redacted] is still in need of service she may contact our service department at 1-855-266-6349 to schedule an appointment.   Conn’s value Ms. [redacted] as our customer and appreciates her for bringing this matter to our attention.       Sincerely, Conn’s Inc.

I am accepting this response because I'm giving them the benefit of doubt that they are working on it. Howecer, this has been the most horrendous customer service I have ever experienced. If I had waited 2 months to make paymentsor respond to them, they would have probably came and took my purchases back, but it's OK for them to wait 2 months because of computer issues? The only contact they made with me is to say I owed more money, which I paid the same day and responded with the confirmation number. Never heard a word about them receiving the payment and submitting it for closure. If they're having that many problems with this new computer system, maybe they should've switched back to the old by now.
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 Mr. [redacted]’s complaint. Our records show on10/15/16, Mr. [redacted] purchased a [redacted] HE Gas dryer which comes with a 1-year limited manufacturer’s warranty. We researched Mrs. [redacted]’s complaint and found that he contacted our Customer Service department...

via email on 1/29/17 stating that when he purchased his dryer, the sales associate entered the incorrect billing address on the sales receipt and requested to have the information corrected. Our customer service department spoke to Mrs. [redacted] the following day and informed her that we were unable to change the address on a sales receipt however; we would update the address in our system. Although we are unable to reprint a new sales receipt, we have attached screenshots of Mr. [redacted]’s purchase which includes the correct address. We sincerely apologize for any inconvenience Mr. [redacted] experienced during this process. If we may be of further assistance, Mr. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha [redacted]

If Mr. [redacted] believes the information reporting is incorrect, we ask that he please fax a copy of his credit report from one of the three major credit bureaus to 877-404-2434 so we may research his concerns further.

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns you have regarding account(s) [redacted]6570. 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 Ms. Irving’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 [redacted] or on-line at www.conns.com.     Ms. Irving stated in her complaint that: she paid her account balance in full; she received the incorrect payoff quote; she overpaid the account and has not received the refund; and she would like the refund sent to her.   Our investigation reveals that: Ms. Bieker paid her account balance in full on April 18, 2017; the payoff quote Ms. Bieker received was correct; the account was not overpaid; and an overpayment refund is not owed on the account. According to our records, Ms. Bieker received a payoff quote of $1689.67 on April 18, 2017.  She made a payment in the amount of $1689.67 on that date.  Ms. Bieker also stated she made a previous payment on her account that had not posted to the account.  The following payments posted to Ms. Bieker’s account.   Payment date        Payment amount 1/7/2017                      $84.45 2/7/2017                      $84.45 3/7/2017                      $84.45 4/5/2017                      $84.45 4/6/2017                      $84.45 4/7/2017                      $84.45 4/18/2017                    $1689.67 Conn’s respectfully disagrees that the account was overpaid as Ms. Bieker paid the quoted payoff amount. We have included a copy of Ms. Bieker’s payment history for her records. Ms. Bieker will received confirmation of the account closing within 30 business days of the account closing date. Conn’s values Ms. Bieker as a customer and appreciates her for bringing her concerns to our attention.

Thank you again for the opportunity to respond to Ms. [redacted]'s concerns regarding account [redacted].  [redacted] did not receive the required documentation from Ms. [redacted] regarding her unemployment claim and the claim was closed.  Conn's is obligated to report factual information to the credit bureaus and we are unable to remove the negative credit marks assessed on the account due to payments not being made timely.  Ms. [redacted]'s account was charged off on March 31, 2016 due to non-payment.  We have attached copies of Ms. [redacted]'s signed documents and payment history with our previous response.  Conn's appreciates Ms. [redacted] for bringing her concerns to our attention.     Thank you, Cheryle [redacted]