Alan J. Slobodnik, M.S.W.

Thank you again for the opportunity to respond to Ms. Harris' concerns.  As stated in our previous response, On [redacted] Ms. Harris submitted her payment through our webpay service.  That payment was returned by her financial institution due to “account not found;” however, the “cash-option” was lost due to the number of late payments assessed on the account.  
Conn’s is unable to reinstate the “cash-option” due to payments not being made timely on the account.  We have included copies of Ms. Harris’s signed documents and payment history for her records. 
Conn’s values Ms. Harris as a customer and appreciates her for bringing her concerns to our attention.

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]

I did understand the 29.$ and change was owed but the representative I spoke during closing of avvont spoke to manger to see if they could waive that fee and just close it out for me as a courtesy. Manager confirmed that it was ok to do that. I did receive calls and even an email. I do appreciate that they are going resolve this issue.
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 again for the opportunity to respond to [redacted]'s concerns regarding account [redacted].  [redacted] stated she purchased the repair service agreement (RSA) because she was told if the product became damaged or stolen that it would be repaired or replaced.[redacted] was notified that the item could not be repaired.  We offered her an exchange on the item up to the purchase price of $429.99.  The RSA is what allowed [redacted] the option to exchange the item.  Conn's no longer sold the specific item and [redacted] opted not to pay the difference for a similar product..  [redacted] received a full credit to her account for the purchase price of $429.99.  The RSA agreement had been fulfilled; therefore that amount is non-refundable.  According to our records, [redacted] contact our customer service department on June 12, 2015 to inquire about the return of the item.  The customer service agent informed [redacted] that the credit would post to her account and the account would close.  Conn's respectfully disagrees that we took her money without her consent.  We have attached a copy of [redacted]'s payment history as documentation that the credit was applied to the account as stated.  We value [redacted] as a customer and appreciate her for bringing her concerns to our attention.   Thank you, Cheryle S[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.

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.

Thank
you for the opportunity to respond to Mr. [redacted] complaint. Our records show
on 2/22/15, Mr. [redacted] purchased a ** Side-by-Side refrigerator which comes
with a 1-year limited manufacturer’s warranty; no additional coverage was
purchased with Conn’s. We show Mr. [redacted] refrigerator...

was delivered and
received in good order on 2/23/15 however; the waterline was not connected due
to Mr. [redacted] did not have a water valve near the space the refrigerator was
installed. Mr. [redacted] informed the delivery team that he would have someone
else to connect his waterline.
 
We
researched Mr. [redacted] complaint and found that he contacted our delivery
team the next day 2/24/15 stating water leaked on his floor. Our delivery team
went back to Mr. [redacted] residence the same day (2/24/15) and confirmed the
previous delivery team did not connect the waterline as well as they also could
not connect the waterline due to the customer did not have a water valve in
area. The delivery team did provide pictures of the refrigerator confirming Mr.
[redacted] waterline was not connected at the time of delivery. We show Mr.
[redacted] contacted our service department on 2/26/15 and was scheduled for
2/28/15 but was not available at the time of inspection.
 
At
this time we are unable to honor Mr. [redacted] request; we have confirmed our
delivery team did not connect his waterline due to there was no water valve.
Mr. [redacted] may refer to his homeowner’s/renter’s insurance for repair needs to
his floor.
 
If we may
be of further assistance, Mr. [redacted] may contact Customer Service at
1-877-358-1252.
 
Kind regards,
 
Dyeisha [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint. Our records show on 12/19/15, Mrs. [redacted] purchased two [redacted] Queen mattresses, two [redacted] Queen box springs and received two free mattress protectors with her qualified purchase. Mrs. [redacted] elected to purchase a 36-month...

FurnitureGard Plan on her items. We show Mrs. [redacted]’ items were delivered on 12/20/15 and installed on a previously owned bed frame. After reviewing Mrs. [redacted]’ complaint we show she contacted our service department on 2/09/17 stating one of her mattresses was sinking in. A service appointment was scheduled for 2/27/17; during the inspection the serviceman found the mattress with a 1 ¾’ body impression on the right head area. The serviceman also notated that the slats on the unit did not have center legs to properly support the mattress. After reviewing the report and photos provided by the serviceman, our furniture claim specialist found that that the reported issue is not covered under warranty due to not having the proper support on the bed frame. The manufacturer requires a rigid bridge bar with a supporting leg and at least 5 legs or 5 equally spaced hardwood cross-slates to provide continuous support. At this time Mrs. [redacted]’ mattress does not meet the qualifications for an exchange however; we recommend Mrs. [redacted] add the proper support on her mattress as outlined under the manufacturer’s guideline. Once the proper support has been added, if Mrs. [redacted] is still in need of service she may contact our Service Department at 1-855-266-6349 to have a serviceman re-assess her mattress within 90-days of the last inspection. We have attached the manufacturer’s warranty information with our response. If we may be of further assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252  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, I totally disagree with how you just put things ? This is the first that I am here this ! Your company advertisement and sales team made it clear how the repayment would go. I was told "IE" $5000.00 total (1 year interest free) if what was received  from Jan 5, 2015 to Jan 5,2016 and your company received $4000.00 by Jan 5,2016 . I was told that interest would apply 30 days later which would put bill due Feb 21,2016 " INTEREST'' would apply on that 1000.00 . I also was told my due date 21 each month plus a 10 day grace period. If the customer failed to make payment after the 10 day grace period then your off the payment program. Then interest would apply because the customer went passed the grace period! So "THIS DOSENT APPLY TO ME BECAUSE I NEVER WENT PASSED YOUR GRACE PERIOD." I HAVE ALL OF MY BANK STATMENTS ! I ALSO HAVE A FLYER FROM THE STORE THAT GIVES THE EXACT EXAMPLE I JUST LAID OUT ! This  is my very situation that Myself, and others in this country have !   So since I "WASN"T " kicked off the program what is my balance ? I have called and left several messages....customer service have sent multiple emails so they say? I want my balance corrected it should be 990.00 to pay off not the balance that you listed . In writing the correction made and a payoff good for 30 days.

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.]
Conn’s is forcing me to agree to a policy that was never explained in writing nor verbally for that matter regarding a refund for an unavailable product. With all that I have gone through with the misleading information I cannot in good faith accept what Conn’s is saying and that is for me to drop off my tv without receiving my entie refund immediately.  
Regards,

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]

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 his complaint: 1)      that he contacted us multiple times to speak with management regarding a resolution but was unable to get assistance; and 2)      we have not accurately communicated or kept a scheduled appointment.   Our investigation reveals that: 1)      after reviewing Mr. [redacted]’s, calls we will address any training opportunities with the representatives involved. 2)      there was an error, and Mr. [redacted] was not provided the correct estimate time of arrival.  We tried to correct the error and contact Mr. [redacted] on both numbers on file, but we were unable to reach him at the time.   Our records show on3/26/16, Mr. [redacted] purchased a 5-piece [redacted]. reclining sectional set with a 36- month FurnitureGard Plan for each piece. After further review we show that Mr. [redacted] contacted Conn’s Service on 4/30/17 to request service,  He was then scheduled for 5/5/17. He was informed Conn’s would call ahead to provide him with the time-frame 24 hours prior to the date of service. Our records show that we attempted to contact Mr. [redacted] at both numbers on the account, and there was no answer. He then called back and informed us that his wife was down the street. At that time the technician had moved on to his next job and was unable to go back. We attempted to reschedule Mr. [redacted] for 5/9/17. However, he refused. The work order was left open until 5/8/17 in case he decided to continue with service.  After receiving Mr. [redacted]’s complaint, we have attempted to contact him multiple times to discuss his concerns and schedule service however we have not been able to reach him. If Mr. [redacted] is still in need of service, he may contact our Conn’s Service at 1-855-266-6349 to schedule a service call and provide us with current contact information.   Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.

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.

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,
 
What this company has written as a response is a blatant lie. I was told IF they decided to issue a refund it would be 30 days, which is totally unacceptable as well as 7- 10 days. If I return an item ANYWHERE else I am issued a refund immediately. I am now owed interest as well as veterinary bills and boarding bills on my dogs who suffered due to Conns negligence.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  We appreciate Mrs. [redacted] bringing her concerns to our attention.  We researched Mrs. [redacted]’s complaint and found her issue has been addressed and resolved.  Our records indicate an exchange was approved...

on 12/22/15 for Mrs. [redacted] to replace her washer.  We show Mrs. [redacted]’s exchange was initiated and her new washer was delivered and received on 12/28/15 in good order.  We sincerely apologize for any inconvenience Mrs. [redacted] experienced during this process. If we may be of further assistance, Mrs. [redacted] may contact our Customer Service department at 1-877-358-1252Kind regards,Jana A[redacted]

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]

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.  
[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

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 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