Alan J. Slobodnik, M.S.W.

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.  Hello Ms. [redacted] I am requesting the information requested by [redacted] to file a claim. As well as the documents I mailed to [redacted] per their requirements to file a claim. Also I am a requesting copy's of the collection phone calls placed to my cell phone at the end of March.
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 have been trying to have my dryer fixed since the end of April. I have only had the dryer...

a little over a year at the time. I am still making my monthly payments which are made on time. I finally got someone to come out to service my dryer in May. When the service guy came out he advised my Fiance to use a different setting and that should help the problem instead of seeing exactly what was wrong with my unit. Then I put in another service request right after because it still wasn't fixed even with using the option he gave me. It went from taking me 2-3 times to dry one load of clothes at the first request to taking 10 times to dry one load that still ended up damp. I called and left several requests for a supervisor to call me back and still to this day I haven't received a call back from a supervisor. I submitted another request the rep asked for an alternative number that I provided in case they couldn't reach me. They provided me my service date which was two weeks later so we are now in the beginning of June. I was told I would receive a call between 7-11 I never got the call so I call them and they say the request was canceled because no one answered the phone I asked what numbers did they try because I never received the call and they advise me they tried the alternate number and never the primary. I call in and they say they are unable to find my account with my number, so I provided them the alternative number and bingo up pops my account. I requested they remove that number and reschedule the request which was another week and a half out. In the meantime they tell me they will just order a part to fix it. My question and complaint was how do they know what part to get if they never really serviced it the first time and didn't even get in my house the second time. they advised me that they know what they are doing and know what parts to get. I asked what would happen if that's not the right part they said then I will have to wait until they order the right part again then get a date to schedule the visit which could be another 2 weeks or more. The entire time Im not able to use my dryer since April. So I leave several message for 2 different supervisors one named Jessica the other supervisor last name was Perez I believe. I asked the reps the turn around time for a sup to return my call and they all saw between 48 to 72 business hours. I asked again what numbers they have on file for me they give the alternate number first as primary then my actual cell number. I request they remove the number again and I requested they submit another service request to have someone come out and make sure they are ordering the right part they send someone out around 6/12 and he say they did order the wrong part so will submit to order the right part. they called me and said they received the part and could come out 6/28. they come out and the guy takes apart my whole dryer and puts it back together. I go to wash a load of clothes 6/2 something tells me to go back and check on my clothes I noticed now they were not spinning so I stopped the dryer and opened the door to see if it was even getting hot and smoke fills my laundry area and one of my husbands pants had a hole it in. My house smelled with smoke the remainder of the day and night. I call in to conns again to let them know of the situation and request for someone to come out again I ask for a supervisor and is always transferred to a voicemail for Jessica who still hasn't returned one call for me. The rep tried to help by seeing if they could just replace the entire dryer instead of repairing it and said I would receive a call within 72 hours I wait I receive the call the rep advised me no I wouldn't be able to get another dryer that I would have to submit another service request. im highly upset so I asked how will they compensate me because since I haven't been able to dry at home I still have to wash because I have myself, my fiancé and two kids therefore I have to go to Laundromat. I ask if I can skip a months worth of payments she tell me no they can only give me a 25.00 credit. she puts in another request and say I will receive a call within 72 hours to schedule my service date I waited 72 hours called them this past Tuesday 07/11 to see when a technician will be coming out because I havnt received a call the rep tells me I have one scheduled for tomorrow 07/12 which is today and he will call me in the morning. I asked her what number was on file for me because I never received the call to set a date she tells me the same number I requested to be removed several times ago. I begged her to remove the number and note that I asked her to never call that number she assures me she will and She gave me the technicians number. I didn't get a call from him at 7:45 so I called the number and left a voicemail. I called the technician again at 8:30 and left another voicemail. I then called conns and spoke with Dale who told me the request was canceled last week because no one answered to confirm the service request date. I asked what number did the technician try he says the same number I asked to be removed again. I asked for a live supervisor since leaving voicemails didn't work he said there was nothing he could do about that. He submitted another service request and transfers me to Jessica voicemail again.I would like a credit to my account for at least one month and an exchange for my dryer that way I am able to use a dryer that I am currently paying for.
Regards,

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Ms. [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, 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)       She contacted us for repair or exchange for her washer but has not received a resolution; and 2)       She is requesting an exchange on her washer.     Our investigation reveals that: 1)    Ms. [redacted] washer was repaired by the manufacturer on 7/16/17; 2)    At this time Ms. [redacted]’s washer does not meet the qualifications for an exchange.   Our records show on 6/3/17, Ms. [redacted] purchased a [redacted] washer and dryer and elected to purchase a 24-month Repair Service Agreement Plan. Ms. [redacted] elected to pick up her items from our Denver warehouse on 6/5/17.   We researched Ms. [redacted]’s complaint and found that she contacted our service department on 6/28/17 stating that her washer would not turn off.  Ms. [redacted]’s service order was canceled with our Conn’s technician because the unit was being serviced by the manufacturer.   We contacted the manufacturer on Ms. [redacted]’s behalf and confirmed that the unit was successfully repaired on 7/16/17.   We have no further records showing that Ms. [redacted] has contacted us regarding any further issues she is experiencing.                   Conn’s values Ms. [redacted] as a customer and appreciates her for bringing this matter to our attention.

Thank you for the opportunity to respond to Mr. [redacted]’s additional comments. As mentioned in our previous response, parts were ordered through the manufacturer and are scheduled to arrive on 4/14/17. Once we received the parts, Mr. [redacted] will be contacted to schedule installation and we can determine what further actions may be required. In regards to corrosion found on the unit, Mr. [redacted] has been advised on several occasions that rust or corrosion is not covered under the Terms and Conditions of the RSA Plan; please see Number 5- Exclusion; letter (b). 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]’s additional comments. As previously
stated, Mrs. [redacted] elected to have her dishwasher delivered on 11/23/15.
However, it was installed by someone other than Conn’s. We are unable to
determine who caused the damage to the wires. However, we will continue to
service her unit under the terms and condition of the manufacturer’s
warranty.
If we may be of further
assistance, Mrs. [redacted] may contact our Customer Service department at 1-877-358-1252.





 








Kind
regards,
 
LaKena
[redacted]
 




 



















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Thank you for the opportunity to respond to Mrs.
[redacted]’s concerns regarding account #[redacted]. 
Mrs. [redacted] stated she purchased a dishwasher in April 2015; however,
the machine was broken when she attempted to install
it.
 
According to our records, Mrs. [redacted] purchased her...


dishwasher on April 4,
2015 and accepted delivery of the unit on April 7, 2015.  On April 13, 2015, Mrs.
[redacted] called and stated the unit was damaged. 
A service technician was sent to inspect the unit on April 25, 2015 and
ordered a part to repair the unit.  The
service center received the part on April 29, 2015 and contacted Mrs. [redacted] on April 30, 2015 to
schedule an appointment to repair the unit. 
The repair was scheduled for May 9, 2015; however, Mrs. [redacted] contacted us on May 7, 2015 and stated
she did not want the unit to be repaired and the service order was canceled.
 
On
May 7, 2015,
Mrs. [redacted] was transferred to customer service after she canceled the service
order and verbally agreed to a voluntary repossession because she no longer
wanted the unit.  On
May 18, 2015 we
confirmed the unit was picked up from Mrs. [redacted]’s home as per the voluntary
repossession guidelines. 
 
As a one-time offer and a
goodwill gesture, we agree to honor Mrs. [redacted]’s request to accept the
dishwasher as a return instead of a voluntary repossession due to the
misunderstanding.  Please allow 7-10
business days for the return to process and the account to close.  Mrs. [redacted] will receive a close-out letter
in the mail within 30-days of the account closing for her records. 
 
We value Mrs. [redacted] as a
customer and sincerely apologize for any inconvenience she has experienced due
to this matter. Thank you,Cheryle [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 business call me multiple times in the same day after being told the number was incorrect from the following number [redacted]. How can they not locate my number in their system? In addition they used an automated dialer to call me so there has to be a record somewhere of the calls. Their employee also stated they record calls so there should be records there as well.

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  Mr. [redacted] has been contacted regarding his concerns which were addressed and resolved.  Our records show Mr. [redacted]’s delivery was completed on 9/23/15; his ** high-efficiency washer, dryer, and (2) pedestals were received...

in good order.  Due to the lack of communication and delivery delay, Mr. [redacted] was offered and accepted a $170.00 (10% concession) towards his washer and dryer.  Mr. [redacted] was advised to visit his nearest Conn’s location to have the $170.00 concession processed to his Visa credit card.  We sincerely apologize for any inconvenience Mr. [redacted] has 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,Jana A[redacted]Customer RelationsConn’s Inc.

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 am not going to accept that your company who hires people for management allows them to tell you one thing and have paper work that says another. While the paperwork I signed supposedly states they do not cover cracked screens any longer the manager stated that it was covered. I wasted money on the warranty since this was the only reason I bought the warranty. I will continue to push for what is right. Conns does not have a problem taking peoples money but they have issues makng things right when their employees make a mistake.[Provide details of why you are not satisfied with this resolution.]
Regards,

Thank you for the opportunity to respond to Mr. [redacted]
complaint.  Our records show on 7/22/12, [redacted] purchased
a [redacted] refrigerator with a (48-month...

Repair Service Agreement).  Mr.
[redacted] signed invoice indicates at the time of purchase he acknowledged he
was provided a copy of the Repair Service Agreement brochure and that he
understood the coverage associated with the product.  [redacted] elected
to have his refrigerator delivered; we show Mr. [redacted] delivery was completed
on 7/22/12.
After researching Mr. [redacted] complaint we found he contacted our
service department on 5/28/15; stating his
refrigerator was not cooling.  Based on the problem description with Mr.
[redacted] refrigerator parts were ordered; we show the parts became available on 6/03/15 and [redacted] was
scheduled for service on 6/09/15.  Prior to Mr.
[redacted] service appointment on 6/09/15; there was an incident which resulted in the technician not being available and Mr. [redacted] service
appointment was re-scheduled for Saturday 6/13/15 to have the technician
replace and install a new control board and damper. Our records show the
service order was completed.  We
attempted to contact [redacted] to follow up with his service call, but we were
unsuccessful in our attempt. 
We sincerely apologize for any inconvenience that [redacted] has
experienced during this process.  If we may be of further assistance, [redacted] may contact our Customer Service Department at [redacted].
 
 
Kind regards,
 
Kathryn J[redacted]

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

by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.    Mrs. [redacted] has stated in the complaint: When her refrigerator was delivered it has scratches and dents on the unit;She was scheduled for service on 12/21/17 but no one showed up; andShe is requesting to have the refrigerator exchanged or receive a refund.   Our investigation reveals that: At the time of delivery no issues were reported and all items were signed as received in good condition;Mrs. [redacted]’s initial service appointment was rescheduled due to a scheduling conflict with our 3rd party technician; andMrs. [redacted]’s refrigerator was approved for an exchange.   Our records show on 5/20/16, Mr. [redacted] purchased a [redacted] French Door refrigerator and elected to purchase a 48-month Repair Service Agreement Plan. Mr. [redacted]’s refrigerator was delivered on 5/21/16 and signed acknowledging the item was inspected and no issues were found.   After researching Mrs. [redacted]’s complaint we found that she first contacted our service department on 7/22/17 stating that the refrigerator is not cooling. A service appointment was scheduled for 7/24/17. During the inspection the technician found the unit was not cooling due to a leak in the drier. The technician reported that he replaced the drier and the unit was functioning properly.   We show Mrs. [redacted]’s contacted our service department again on 12/16/17 stating the refrigerator is not cooling or freezing. A service appointment was original scheduled with a 3rd party technician for 12/21/17; however, due to a scheduling conflict the technician was unable to inspect the unit that day and Mrs. [redacted]’s appointment was rescheduled for 12/27/17. During the inspection, the technician found the seal system was not functioning. Mrs. [redacted]’s was contacted and informed that the refrigerator was approved for an exchange under the terms and condition of the Repair Service Agreement Plan.   Our records show Mrs. [redacted]’s initiated her approved exchange on 1/1/18 and re-selected a [redacted] French Door refrigerator which was delivered in good condition on 1/2/18.   Conn’s value Mrs. [redacted] as our customer and appreciates her for bringing this matter to our attention.     Sincerely, Conn’s Inc.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. We researched Mrs. [redacted]’s complaint and found that her issue is regarding a purchase made under Linnette [redacted]. After further researching Mrs. [redacted]’ service history we found that the first service call was received...

on 10/13/16 due to the left recliner sectional making noise. A service appointment was scheduled for 11/26/16; during the inspection the serviceman found the issue was regarding the right recliner and reported the mechanism was bent. We ordered the parts from the manufacturer and the serviceman return to install the new mechanism on 12/19/16. Our records show a new service call was received on 1/31/17 regarding the same issue. The serviceman re-assessed the unit on 2/14/17 and rendered minor repairs by adding a metal piece to the left console to stop the grinding noise. The serviceman notated that the customer mentioned a hole in the fabric but was unable to find any rips or damages to the area upon inspection. On 3/07/17, a new service order was created due to the unit making a grinding noise when rocking and screws popping out from underneath the unit. A service appointment was scheduled for 3/28/17’ the serviceman found a new left mechanism was needed for repair. Our records show the parts have been shipped and Mrs. [redacted] is currently scheduled to install on 4/04/17. Once the parts are installed, we can determine what further actions may be required. Although Mrs. [redacted]’ furniture does not meet the qualifications for an exchange at this time, we will continue with any covered repairs as listed under the Terms and Conditions. If we may be of further assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252  Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond
to [redacted] complaint. Our records show on 7/5/13, [redacted]
purchased a [redacted] refrigerator with a 48-month Repair Service
Agreement Plan.
 
After reviewing [redacted]
service history we found, [redacted]...

[redacted] contacted us on 5/7/15, stating her
refrigerator was not cooling.  We found there
was a delay obtaining the necessary parts needed to repair [redacted]’s
refrigerator.  However, the parts were
received on 5/26/15 and a service call was completed on 5/29/15. The technician
tested the refrigerator and everything tested ok.  Our records show another service call was
set-up on 6/7/15 and scheduled for 6/9/15; upon inspection the technician found
the refrigerator was not cooling.  The
technician submitted an exchange request which was approved the following
day.  Conn’s agreed to issue an exchange
under the Terms and Conditions of the RSA Plan. Our records show we no longer
have the original model [redacted] purchased therefore; they have
been approved to re-select another refrigerator for up to $1699.99 which is the
original amount paid.   Our records show
[redacted] was contacted regarding the approval however as of today has not
selected a replacement.  We show [redacted] contacted our Customer Service department on 6/11/15, to express her dissatisfaction
regarding the terms of the warranty agreement.
 
[redacted] has been reminded that under
the terms and conditions If a covered
product is replaced under the terms of this Agreement, the obligations of FWSC
and its Administrator shall be fully satisfied, where allowed by law.  Therefore, her repair service agreement would
not continue on to the new refrigerator.   [redacted] may visit their nearest Conn’s to initiate the exchange. We sincerely
apologize for any inconvenience Mr. and [redacted] experienced during this
process.
 
 
Please see paragraph 9 of the attached agreement that
was received at the time of purchase.If we may be of further assistance, Mr. and [redacted] may contact Customer Service at [redacted]Kind regards,Kathryn J[redacted]

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

calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.  Mrs. [redacted] has stated in the complaint: 1)      When her television was delivered the unit was not taken out of the box to be inspected and later found the screen was cracked; and 2)       She is requesting an exchange.       Our investigation reveals that: 1)    Mr. [redacted] ‘s delivery receipt was signed acknowledging the unit was inspected and was aware no damage or price concession would be given for damages found after delivery; and 2)    Mr. [redacted]s television was approved for an exchange under the Terms and Conditions of the Repair Service Agreement Plan.     Our records show on 6/24/17, Mr. [redacted] purchased a 55” [redacted] 4K TV and elected to purchase a 36-month Repair Service Agreement with Accidental Damage Coverage. Mr. [redacted]s television was delivered and signed acknowledging the item was thoroughly inspected and received in good order on 6/26/17.   We researched Mrs. [redacted]s complaint and found that she contacted our service department on 7/3/17 stating when she opened the box the screen was cracked on the television. An assessment call was scheduled for 7/6/17 to determine the cause of the reported damages, and Mrs. [redacted] was instructed to provide photos of the damaged unit.   After further review of the photos provided by Mrs. [redacted], she was contacted on 7/12/17 and made aware that the television was approved for an exchange under the Terms and Conditions of the Repair Service Agreement Plan.   Our records show a new television was delivered and received in good order on 7/13/17. We have no records showing that Mrs. [redacted] has contacted us regarding any further issues she is experiencing since the new television was delivered.   Conn’s values Mrs. [redacted] a customer and appreciates her for bringing this matter to our attention.

Because it is false. The contract they sent was not corrected or accurate. They do not seem to want to correct this and I certainly do not have the time or desire to keep answering their lies with the same answers.

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)       She contacted us within 72 hours to report issues with her notebook and was told that the unit would be exchanged but once returned the exchange was denied; 2)       She is requesting to receive an exchange or refund   Our investigation reveals that: 1)    Ms. [redacted]s unit was not returned to the store location within the time-frame to process an exchange without the required 15% restocking fee; 2)    Ms. [redacted]’ unit has been exchanged.     We researched Ms. [redacted]’ complaint and found that her issue has been addressed. Our records show Ms. [redacted] was approved for an exchange on her [redacted] due to manufacturer defects were found on the main board and LCD panel. We show Ms. [redacted] initiated her approved exchange on 8/9/17 and re-selected the same [redacted].   We have no records showing that Ms. [redacted] has contacted us regarding any further issue she is experiencing. We sincerely apologize for any inconvenience Ms. [redacted] experienced during this process.   Conn’s value Ms. [redacted] as a customer and appreciates her for bringing this matter to our attention.

Also here is the copy and pasted return policy from Conn's website.... we have had a Conn's Service Technician at our house and found to have a manufacturer's defect as per exclusion criteria for return:14 days from the date the item is received for computers, computer equipment & accessories,...

camcorders, tablets, gaming systems and digital cameras. There is a 15% restocking fee.* 30 days for electronics, appliances and items not included in the 14 day exchange list above, or the No Returns/Exchanges list below. There is a 15% restocking fee.* The item(s) will be picked up by a Conn’s delivery team, or products purchased via the website can be returned to the mailing address provided or your nearest Conn’s location.For ALL returns & exchanges, any free promotional items tied to the purchase must also be returned.No Returns/Exchanges on:Furniture, mattresses, décor & accessories unless inspected by a Conn’s Service Technician and found to have a manufacturer’s defect ** See exclusion below.All air conditionersMobile smartphonesMobile Prepaid CardsAny item purchased under a third party lease and/or rent-to-own plan, except for manufacturer’s defects.Any Beats by Dre® products in store without a Conn’s RPP plan. Customers will need to go through Beats customer service at 1 (800) 442-4000 for all Beats product-related issues.Requirements for ALL Returns/ExchangesProof of purchase.Merchandise must be in new condition as determined by Conn’s.Merchandise must include original box, packaging, all manuals and accessories (value of missing items will be deducted from the credit amount). All free promotional items tied to the purchase must also be returned.Delivery and installation charges will not be refunded on any returns.A second delivery fee will be charged on all exchanged merchandise unless original merchandise has been inspected by a Conn’s service technician and is found to be defective or the original merchandise fails within 24 hours of delivery or 72 hours if purchased with a Retail Service Agreement (RSA).Shipping and handling is nonrefundable on any return. The customer is responsible for all shipping charges and shall assume all risk of loss or damage to product while in transit to Conn’s. The customer must ship the item with an approved RA slip. RA slips are valid 14 to 30 days as appropriate.*15% restocking fee is due at the time of the return/exchange and may not be financed on your Conn’s Credit Card (GE Money) or Conn’s Credit (Yes Money). 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. If your product fails while under the Conn’s Replacement Product Program (RPP), it will be replaced under the terms of the RPP. Charges for installation and delivery services are nonrefundable after the services have been performed. All refund checks will be processed within 10 calendar days.**The iComfort® Sleep System by Serta® 120 Day In-Home TrialYou can feel confident when you switch to a new iComfort® Sleep System by Serta® with their 25-Year Limited Warranty and their 120-Day In-Home Trial. This trial program is offered exclusively by Serta to their retail partners, allowing you to experience your new iComfort sleep system in your home for up to 120 days - and still exchange or return it if you are not completely satisfied*. Once your iComfort Sleep System is delivered and set up in your home, sleep on it for a minimum of 30 nights to adjust to a new level of comfort and support. If you are not completely satisfied after the first 30 nights, contact your Serta retailer to discuss your options.*Policies set by local retailer. See store for details. Excludes delivery and set up fees. Offer does not apply to Serta® Motion Perfect® Adjustable Foundations, iComfort Pillows and other iComfort accessories.

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.   Sent: Monday, April 17, 2017 11:27 AM Subject: RE: You have a New Message from Revdex.com Regarding Complaint #[redacted]They just told me the very thing that I had mentioned in my complaint about when interest will apply on my account.  They told me if payments are made on time interest is only applied to the balanced owed after my 12th payment.  I would like to no what my balance is to this date? In addition to that I want 1person to finish out my account with not customer service. They said my balance is 1033.00 or less

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 7/23/2016 and assigned ID [redacted]  Sent: Wednesday, July 27, 2016 1:16 PMSubject[redacted]
 Thank...

you for your assistance,  my washer was replaced yesterday evening.  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.  Our records show an exchange was approved for Mrs. [redacted] to replace her bed rails; however as a gesture of goodwill we agreed to exchange...

Mrs. [redacted]’s bed frame which includes (headboard and footboard).   Mrs. [redacted] was issued a credit up to the original amount she paid which was $384.00 ($80.00 rails, $130.00 footboard, and $174.00 headboard) to re-select a new bed.  Again, we sincerely apologize to Mrs. [redacted]r for any inconvenience she experienced during this process.  Mrs. [redacted] may visit her nearest Conn’s location to initiate her exchange and schedule delivery.                      If we may be of further assistance, Mrs. [redacted] may contact Customer Service Department at 1-877-358-1252. Kind regards,  Jana [redacted]