Alan J. Slobodnik, M.S.W.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  Our records show on January 14, 2012, Mrs. [redacted] purchased a [redacted] living-room set which consisted of three pieces (loveseat, sofa, and recliner) with a 48-month Furnituregard Plan on all three pieces;...

which expired onJanuary 14, 2016.  Mrs. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase; she also signed her invoice acknowledging that she received a copy of the Furnituregard Plan brochure and that she understood the coverage associated with the covered product.  Mrs. [redacted] elected to have her furniture delivered; which was completed on January 19, 2012.   We researched Mrs. [redacted]’s complaint and found she last contacted us in July 2015 regarding all three pieces of the [redacted] living-room set; Mrs. [redacted] stated her furniture was flaking and peeling.  A service call was scheduled; during the inspection the serviceman found the material on the furniture was peeling.  Mrs. [redacted] was contacted on August 5, 2015and informed that the reported damages and photos from the serviceman showed signs of normal and tear which was caused over a period of time.  Mrs. [redacted] was advised normal wear and tear (cracking and peeling) was not covered under the Terms and Conditions of the Furnituregard Plan.    We have no further service calls on file from Mrs. [redacted] since July 2015.  Mrs. [redacted]’s warranty coverage has since expired as of January 14, 2016.  As mentioned cracking and peel is not covered under the Terms and Conditions of the Furnituregard Plan.  In addition the last service call we have on file regarding Mrs. [redacted]’s [redacted] table was in May 2014; we show an exchange was approved on July 13, 2014to replace Mrs. [redacted]’s table.  Our records indicate Mrs. [redacted] initiated her exchange on September 12, 2014 and her new table as received onSeptember 13, 2014 in good order.     Kind regards,     Jana [redacted]

Thank you for the opportunity to respond to Mrs.
[redacted] concerns regarding her accounts.  Mrs. [redacted]
stated she was offered gift cards by the sales associate in the store as well as
a price match. 
 
According to our records, Mrs. [redacted] signed a 30-month
retail...

installment contract on April 18, 2015 and a 32-month retail installment contract on
April 19,
2015. 
Although Mrs. [redacted] credit did not qualify for
the 24-month no-interest financing promotion, both of these signed contracts
qualified for our 12-month no-interest financing promotion. 
 
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 value Mrs. [redacted] as a customer and sincerely
apologize for any inconvenience she has experienced due to this
matter.  We are sending her a $25 Conns gift card due to the
misunderstanding.  Thank you,Cheryle S[redacted]

Thank you for
the opportunity to respond to MS. [redacted]’s concerns regarding her Conn’s
accounts.  Ms. [redacted] stated she
accepted an offer to combine her accounts, but it has not been completed.
According to
our records, Ms. [redacted] accepted the offer to combine her accounts on...

July 3,
2015.  Ms. [redacted] faxed in information needed
to combine the accounts; however, we did not receive the contract at that
time. 
As of
September 24, 2015 Ms. [redacted]’s accounts have been combined. She will receive
the new payment booklet in the mail within 7-10 business days.  Ms. [redacted]’s first payment on her new
account will be due on October 10, 2015 in the amount of $298.89.
We value Ms.
[redacted] as a customer and sincerely apologize for any inconvenience she has
experienced due to this matter. 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.  
If they truly looked at the unit in the store, they would no that the piece is actually 5 pieces, not three.   And the sectional at the store has all 5 pieces connected and the two end pieces still slant to the outside.   Please see the attached picture.  Adding the additional piece (s) will not solve the problem.  If they are not willing to exchange our piece for a different piece we will have no other option than to hire an attorney.  All we want is a sofa we can sit on.  
Regards,
  [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.  I did not agree to a voluntary reposession. What I agreed too was for them to take their merchandise back because as they are doing now, refused to make the situation right. As far as the paper that I signed when I requested they come get the furniture, their shady delivery men told me I would receive a letter in the mail containing my copy after they had "inspected" the merchandise. The only letters I have received from them are ones demanding payment for merchandise I sent back because it was UNSATISFACTORY. Regards,
[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.  
These people are liars and  a fraud, We did not receive any copy of a contract until Feb. 18th. We have copies of this contract and the post mark date it was sent. As we stated all insurance documents were presented at the time we purchased this TV ,I told the sales clerk I did not want any extended warranty and I had a homeowners policy to cover the product. The sales clerk added the insurance any way, Thus bringing my payment and balance way beyond what was discussed. We never received a copy of any contract until Feb. 18th 2017 We can send that in as proof. Also on January 3rd I spoke to a rep. in the collection Dept. she sad after that payment posted on Jan.9th the contract would be re written and the monthly payment would go down to $100.00 per month. SHE LIED THERE, THAT NEVER HAPPENED. ALSO THE COMPANY SAID THERE WAS A 15% RESTOCKING FEE, DURING THAT 30 DAY RETURN PERIOD, tHEY SAID I SAID A FORM AGREEING TO SUCH, bUT AS OF THIS WRITING NO FORM HAS BEEN PRODUCED, tHEY LIED ABOUT THAT JUST TO GET OUT OF THAT 30 DAY RETURN PERIOD. THIS COMPANY IS A FRAUD, LIARS, CHEATS. THEY CONNED ME INTO KEEPING THIS PAST THE 30 DAY RETURN BY THREATNEING TO IMPOSE A 15% RESTOCKING FEE. NOW I DO NOT WANT TO DO BUSINESS WITH CROOKS, IHAVE THE ORIGINAL BOX THIS TV XAME IN ALLOW ME TO RETURN THIS TV AND KEEP THAT 100.00 AS RESTOCKING, I JUST DO NOT WANT TO DO BUSINESS WITH CROOKS. THEY ARE BOLD FACE LYING IF THEY SENT THOSE CONTRACTS ON DAY OF PURCHASE. WHY NOT GIVE THEM TO THE CUSTOMER AS OUTLINED BY THE LAW.
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.  
My credit is monitored daily by [redacted] and properly shows that an account was opened with Conn's in May 2015. On June 4th and June 5th 2015 Conn's properly reported information on my new account to [redacted] and [redacted].
However a separate and new inquiry was placed on my credit on June 15, 2015 without my knowledge or authorization. I have confirmed this unauthorized inquiry with [redacted] and have been made aware that it, along with future unauthorized inquiries by Conn's Corp will negatively impact my credit score. This specific inquiry, dated July 15, 2015 needs to be removed immediately and all future unauthorized inquiries must cease.
Regards,

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  We researched Mrs. [redacted]’s complaint and found her issue has been addressed and resolved.  We show Mrs. [redacted] has been contacted and the correct furniture piece ([redacted]) was delivered and received in good...

order on 8/19/15.  Again, we sincerely apologize to Mrs. [redacted] for the inconvenience she experienced during this process.                                    ...⇄ 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 Relations

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  Our records show on 1/15/16, Mrs. [redacted] purchased a ** gas range that came with a limited 1-year manufacturer’s warranty; no additional RSA coverage was purchased through Conn’s.  Mrs. [redacted] 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.    Mrs. [redacted] elected to have her range delivered; which was completed on 1/18/16.  We researched Mr. [redacted]’s complaint and found the day of delivery; she contacted the store regarding the range.  Mrs. [redacted] stated when she visited the store on 1/15/16 the range was on the showroom floor with a griddle accessory.  We cannot confirm a griddle was on the displayed model.  However, this can occur by sales representatives and or customers during presentation.  At this time the manufacturer has been contacted to determine combatable and availability; LG has confirmed that model [redacted] does not include a griddle component and is not combatable.  If she requires additional information regarding her product she may visithttp://www.lg.com/us/cooking-appliances/lg-[redacted]-gas-range.  We attempted to contact Mrs. [redacted] on 3/11/16 to discuss her concerns, but we were unsuccessful.  At this time Conn’s willing to offer Mrs. [redacted] one of two options (1) 20% discount for the cost of the range which is $749.99 ($150.00) (2) Exchange her range and waive the 15% restocking fee.  If Mrs. [redacted] agrees to exchange her range; she will be given a credit of $749.99 to reselect.  If the range she chooses is more expensive; Mrs. [redacted] is responsible for the difference.      If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252. Kind regards,  Jana [redacted]

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding account
[redacted].  Ms. [redacted] stated she was not
aware of the interest rate on her contract and would like a full refund. 
 
According to
our records, Ms. [redacted] signed a 30-month retail installment...

contract on August
9, 2015.  We respectfully disagree that
Ms. [redacted] was unaware of the interest rate on her retail installment contract. The
truth-in-lending disclosure statement is printed on the front of the contract. We
have attached a copy of Ms. [redacted]’s signed retail installment contract for her
records. 
 
We are unable
to honor Ms. [redacted]’s request for a full refund, as she is outside the return
exchange period; however, as a one-time offer and a goodwill gesture, if the
invoice balance of $1640.72 is paid in full within the 90 days, we will honor the
same as cash request and close the account. 
 
We value Ms.
[redacted] as a customer and appreciate her for bringing her concerns to our
attention.  Thank you, Cheryle [redacted]

Thank you for the opportunity to respond to Ms. Lipford’s concerns regarding accounts [redacted]7431 and [redacted]4132.  Ms. Lipford stated she thought her accounts were combined.  She would like the accounts combined and her monthly payment lowered.   According to our records, Ms. Lipford...

signed a 34-month retail installment contract on November 25, 2016. That contract created account [redacted]7431 and qualified for our 12-month no-interest financing promotion (“cash-option”).  On February 26, 2017, Ms. Lipford signed a 36-month retail installment contract. That contract created account [redacted]7432.   Due to the contract terms being different on each account and account [redacted]7431 being an active “cash-option” account, we are unable to honor her request to combine the accounts at this time. We have included copies of Ms. Lipford’s signed retail installment contracts for her records.      Conn’s values Ms. Lipford as a customer and appreciates her for bringing her concerns 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,I refuse to accept the fact that you are allowing your employees to tell customers one thing and do another. I see that there is no good ending to this problem. I will be making sure we never shop at your store again and my friends and family will also be avoiding Conns also. I am very sad for your business that you treat customers one way, tell them something and do another.  I refuse to be a part of this nonsense.  I will be filing a complaint with the company also. I know nothing will be done, as evidenced by this conversation, but I promise I will never shop at Conns again.  
 











10/31/2015






Complaint

On 8/31/15 Conn's delivered a ** washer and dryer. on 9/2/15 I called conn back because the dryer was making a loud rubbing noise. on 9/7/15 the repair man came an said that the drum was rubbing against something. They said that they would send another dryer on 9/14/15. On that mon. they...

delivered the dryer and when they took the dryer out of the box it was bend up and damaged like it had been drop. they said that I would have to wait until the next Monday for deliverer but I called them and said that if they could not deliever before then, to please pick it up.
A dryer was delivered on 9/15/15 but the light on the dryer did not come on. by that time I discover that the super cycle on the washing machine did not work. we called and a repair man did come out and he came out on the 24 and said that the super cycle on the washing machine was a little off but if she put it on the regular cycle it is really washing on the super cycle. the dyer is still not working light and the washing machine has the same problems. they wont replace either one and they are expecting me to pay for it. they said the only way that would pick it up is under a repossession status.







Desired Resolution

repair the bulb in the dryer and replacement the washer.

Consumer Business Dialog

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [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, 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 he contacted service to repair his sofa due to squeaking and we have sent two technicians out to repair the but he continues to have issues.   Our investigation reveals that: 1.)      our records show services were rendered according to the warranty terms.     Our records show on7/02/16, Mr. [redacted] purchased the [redacted] Sectional living room furniture which consists of three pieces (left sofa, left corner sofa and daybed) and elected to purchase a 36-month FurnitureGard Plan. Mr. [redacted] contacted service on1/11/17stating the seat cushions is sinking on all three furniture pieces. A service appointment was scheduled for1/25/17to assess the units. During the inspection, the serviceman reported that he found the left sofa sectional with two flat cushion cores and loose boards on the bottom of the unit. The serviceman also found that the left corner sectional boards were loose and was able to re-attach the boards with screws on both units to render minor repairs. Also, the serviceman notated that the customer stated nothing was wrong with the daybed but requested to have the unit inspected however; no defects were found with the unit. Our records show we ordered two new cushion cores from the manufacturer to complete the repairs on the left sofa sectional. We show a different serviceman returned to Mr. [redacted] residence on4/08/17and installed the new cushion cores.  After further review of Mr. [redacted]’s service history, we are unable to find where he has contacted us regarding any additional repairs to his furniture since his unit was successfully repaired on4/08/17. At this time we are unable to honor Mr. [redacted]’s request. We attempted to contact Mr. [redacted] to further discuss but was unable to reach him.  If Mr. [redacted] is in need of service, he may contact our Service department at1-855-266-6349to schedule an appointment to have a serviceman re-evaluate his service needs.

Thank you for the opportunity to
respond to Mrs. [redacted]’s complaint. Our record show on 8/27/14, Mrs. [redacted] was
approved for an exchange for her [redacted] laptop due to a service...

delay receiving
the parts needed to complete repairs. We show Mrs. [redacted]’s request to return
her hard drive was forwarded to the service manager for review. However; we
confirmed prior to receiving Mrs. [redacted]’s request, her laptop was already
shipped off for disposal. Once the unit has been disposed, we have no way of
retrieving the parts.
We sincerely apologize for the
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]

Thank you for the opportunity to respond to Mr. [redacted] concerns regarding account [redacted]. Mr. [redacted] stated he attempted to make a payment but the agent did not get the correct payment information causing him to lose his “cash-option.”   According to our records, Mr. [redacted] contacted us on...

March 2, 2017 and stated he wanted to make a $1600.00 but his card would not go through.  The agent attempted the card but it was declined.  The agent then asked Mr. [redacted] if he knew the checking account information.  He gave the account number but was not sure of the routing number.  The agent looked up the routing number and processed the payment.  The payment was returned by Mr. [redacted] financial institution as unable to locate an account.  This caused Mr. [redacted] to lose the “cash-option” on the account.   On April 5, 2017 the “cash-option” was reinstated as a gesture of goodwill.    Conn’s values Mr. [redacted] as a customer and apologizes for any inconvenience he experienced due to this matter.

Thank you again for the opportunity to respond to Mr. [redacted]'s concerns regarding collection calls.Again, we have no record of calling the telephone number Mr. [redacted] provided.  If he would like to provide an additional number we will be happy to research his concerns further.  Mr. [redacted] may also contact his telephone service provider to see if there is an additional number being forwarded to the number provided.   Thank you, Cheryle [redacted]

The [redacted] is advertised as heavy grain leather Seating which ismanufactured and produced for Conn’s with TOP
GRAIN GRADE 20 LEATHER on all front facing pieces (seat front, seat back,
pillowtop arm, arm front panels, chaise footrest) and VINYL match on outside
arms & backs.Please see the information tag that was provided in our previous response. Kind regards,Kathryn J[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on8/29/16, Mr. [redacted] purchased the [redacted] living room furniture which consist of two pieces (sofa and loveseat) which comes with a 1-rear limited manufacturer’s warranty; no additional coverage was...

purchased with Conn’s. We researched Mr. [redacted]’s complaint and found that his delivery was scheduled and signed acknowledging the items were received in good order on8/31/16. Our records show Mr. [redacted] contacted the delivery department on9/4/16stating the loveseat cushions are not leveled. The delivery team returned to Mr. [redacted]’s residence on9/5/16to assess the unit. During the inspection the delivery team reported the frame was crooked and submitted a request for an exchange. Conn’s agreed to exchange the loveseat and Mr. [redacted] was re-scheduled for delivery for9/13/16however; upon delivery the new unit was damaged. There was a delay re-scheduling Mr. [redacted]’s delivery due to the unit being damaged during transit. We show Mr. [redacted]’s new loveseat was delivered and received in good order on9/27/16. We sincerely apologize for any inconvenience Mr. [redacted] experienced as a result of the delay. If we may be of further assistance, Mr. [redacted] may contact us at1-866-765-1513. Kind regards, Dyeisha W[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  Our records show on4/01/16, Mrs. [redacted] purchased a [redacted] Furnishings ([redacted]) dinette set which consisted of four pieces (bench, (2) chairs, and table) that came with a limited 1-year manufacturer’s warranty. ...

Mrs. [redacted] was provided a copy of Conn’s Return & Exchange Policy which 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 **Mrs. [redacted] elected to have her items delivered; which was completed on4/03/16.   We researched Mrs. [redacted]’s complaint and found she purchased her dinette set with us in Arizona.  The proposition 65 label referenced in her complaint is for California residence and do not apply.   At this time we are unable to honor Mrs. [redacted]’s request to return or exchange her dinette set.  As mentioned Conn’s has a No Return & Exchange Policy on Furniture.    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 Mr. [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, 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.        His dryer has been broken for three months.   Our investigation reveals that:               1.        Our records show services were rendered on 7/20/17.  The technician installed a new idler wheel, and we did not see where a new service order was opened since service was completed.  We attempted to contact Mr. [redacted] regarding his repairs on 8/24/17, but we were unsuccessful.   Our records show on 2/03/17, Mr. [redacted] purchased a Samsung front load electric dryer with a 48-month Repair Service Agreement.  Mr. [redacted]’s dryer was delivered on 2/11/17 as requested.       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 multiple occasions dated from 3/06/17 through 7/15/17.  Mr. [redacted] last service call was on 7/15/17, he contacted us stating his dryer was making a screeching noise and had a burning smell.  A service call was scheduled through the manufacturer to have a certified service provider inspect Mr. [redacted]’s dryer.  During the inspection, the technician found that the idler wheel needed to be replaced.  On 7/20/17, the technician installed a new idler wheel.  Our records show the manufacturer and a Conn’s representative attempted to contact Mr. [redacted] regarding his repairs, but we were unsuccessful. At this time we are unable to honor Mr. [redacted]’s request to credit his Conn’s account or return/exchange his dryer.  Furthermore, we have no records on file showing where Mr. [redacted] made any attempts to contact us regarding a new service issue once service was completed in July.  If Mr. [redacted] is still experiencing the same issue or has a new service problem with his dryer, he may contact us our service department at 1-866-266-6349 to schedule a new service call.  Once Mr. [redacted]’s dryer is reassessed, and we receive the service report, we will be able to determine what further action is needed. We appreciate Mr. [redacted] for bringing his concerns to our attention.          Sincerely, Conn’s Inc.