Alan J. Slobodnik, M.S.W.

We are
unable to honor Ms. [redacted]’ request for monetary compensation.  On 7/2/15, we entered a damage claim with our
insurance carrier to investigate the liability. 
Ms. [redacted] was provided the carrier’s name, phone number and claims
number to check on the status of her claim. 
We have included this information below. 
We have contacted [redacted] Services, Insurance Carrier, on her
behalf and found the claim was tendered to the manufacturer; due to the product
failing and the issue not being caused during delivery or installation.  We were advised a detailed letter was mail to
Ms. [redacted] on 7/13/15 with this information. 
She may contact the manufacture for any additional information needed.
 
[redacted]    [redacted]
[redacted]
 
As a
goodwill gesture Conn’s agreed to return both washer and dryer without a
restocking fee on the dryer.  We
confirmed the account was closed within 5 business days we have attached a copy
of her general loan ledger as confirmation.Kind regards,Kathryn J[redacted] 











8/3/2015






Complaint

I had told them from the beginning that I had a bad back and that I needed a bed that would help comfort my bad back. I returned to the store one week after purchase and complained that my back was hurting and that I was not getting the proper sleep. They proceeded to tell me that I had to wait 30...

days to do a bed exchange. Contract was started June 22, 2015 - Therefore I am within my 30 days. I returned two weeks prior from the last visit and complained again with the same complaint and that my work performance was not up to par due to this. I asked them to please come and pick up the bed because I do not feel comfortable having a bed that does not help my needs. We went online about the 30 days contract to see if I could pull out of it because I was not happy. It states that I have within 30 days to get out of my contract. We then called the Revdex.com of Colorado and New Mexico they referred me to a complaint line at Conn's so I called them and the lady that I spoke with her about how I was not happy with her or the bed and that I wanted out of the contract and just wanted to return the bed. The lady said I can self surrender the bed, but still had to pay the full amount of what I am being charged for the bed. I didn't think this was right having to make me pay for something I am not comfortable with and then they said they do not take mattresses back even though it is within the 30 days. I'm trying to get my credit back in order and I do not feel like I should have to pay these people for a bed that is causing me to have back issues and that I am not comfortable in. How do I go about getting out of this contract legally? The Revdex.com of Colorado and New Mexico said that if I didn't get anywhere with Conn's with my final complaint with them that I needed to file a complaint online with Revdex.com of Houston, TX.







Desired Resolution

Immediate cancellation of contract.

Consumer Business Dialog

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments.  As mentioned in Mrs. [redacted]’ original response; a service call was scheduled for and during the inspection the technician found parts needed to be replaced.  The technician ordered the parts and once the parts were available; we attempted to contact Mrs. [redacted] to schedule an appointment to install the new parts.  Our records show we attempted to contact Mrs. [redacted] on12/20/15at 10:42am, but we were unsuccessful and we left a voicemail for Mrs. [redacted] to return our call.  On 12/23/15, 12/24/15, 12/26/15and12/28/15, we attempted to contact Mrs. [redacted] again to schedule an appointment, but again we were unsuccessful and we were unable to leave a message due to Mrs. [redacted]’ voicemail was full.  Due to no response and not hearing from Mrs. [redacted] her service order was cancelled on 12/28/15.  Since Mrs. [redacted]’ last complaint a new service order was created on 1/18/16to schedule an appointment to complete the repairs.  Our records indicate multiple attempts were made to reach Mrs. [redacted], but we were unsuccessful in our attempts.  Therefore, the service order was cancelled.  Mrs. [redacted] will need to contact our service department at 1-855-266-6349to schedule an appointment that is convenient for her. If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252. Kind regards,  Jana A[redacted]











1/17/2016

Thank you again for the opportunity to respond to Mrs. [redacted]'s concerns regarding account [redacted]4230.  We have attached a copy of the signed retail installment contract for her records.  Again, we are unable to remove the interest from the account, as the product did not qualify at the time of purchase.      Thank you, Cheryle S[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments.  As mentioned in Mrs. [redacted] original response; Conn’s agreed to issue a in-store credit for $1,779.98 ($899.99 and $879.99) for Mrs. [redacted] to re-select ANY item(s) in the store up to the original amount ($899.99 and $879.99). After researching Mrs. [redacted]’s complaint we found that we were contacted on4/11/17; Mrs. [redacted] indicated that she wanted to purchase a bunk bed set.  Mrs. [redacted] was informed that the exchange was approved for ANY two items up to the amount she paid.  Mrs. [redacted] was made aware that if she wanted to purchase an entire bunk bed set that a new invoice would need to be created.  Again, Mrs. [redacted] does have the option to re-select up to the amount she paid.  If additional items and warranty coverage is needed; Mrs. [redacted] is responsible to pay the difference.  If we may be of further assistance, Mr. and Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards, Jana [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)      He contacted us to report that the cover is missing and was never installed on his freezer and 2)      He is requesting that we send a replacement cover.     Our investigation reveals that: 1)      Mr. [redacted] did not report any issue with his freezer at the time of delivery and 2)      The cover is not included with this model.     Our records show on 7/2/16, Mr. [redacted] purchased a [redacted] Freezer which comes with a 1-year limited manufacturer’s warranty. Mr. [redacted]’s freezer was delivered and signed acknowledging the item was inspected and received in good order.   We researched Mr. [redacted]’s complaint and found that he contacted us on 6/21/17 stating that a piece from his freezer is missing that he did not notice at the time of delivery. Mr. [redacted] was informed to contact the manufacturer for better assistance.   Our records show we contacted Mr. [redacted] on 7/3/17 and requested that he provide photos of his unit. After further review of the photos provided by Mr. [redacted] as well as the models displayed on our showroom floor, we were able to confirm that the cover he is stating as missing is not included with the product.   Although we are unable to honor Mr. [redacted]’s request to ship him a cover for the freezer, he may contact the manufacturer for further assistance.   Conn’s values Mr. [redacted] as a customer and appreciates her for bringing this matter to our attention.

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.  
The exchange was made on 7/20/15 and as of today (7/21/15) is working.  However,  I still believe that having to take my complaint to the Revdex.com to get action says a lot about the type of company they are and the type of customer service they provide.  Thank you Revdex.com for helping to get my situation with Conn's Home Plus taken care of.  If it hadn't been for your help I truly believe that I would still be at battle with this company.

Thank you for the opportunity to respond to Mrs. [redacted]’
complaint.  We researched Mrs. [redacted]’
complaint and found her issue has been addressed and resolved.  Our records...

show Mrs. [redacted]’ complaint
was escalated to upper management and Conn’s agreed to exchange her
range.  We show Mrs. [redacted]’ exchange
was initiated on 7/17/15 and she is expected to receive delivery of her new
range on Monday (7/20/15).  We
sincerely apologize to Mrs. [redacted] for any inconvenience that she has
experienced during this process.   
 

If we may be of further assistance, Mrs. [redacted] may contact our
Customer Service department at 1-877-358-1252





 







Kind regards,
 
Jana [redacted]
Customer Relations

CASE ID: [redacted]
 
On July 15, 2015,
you provided the following information:
 



Thank you for the opportunity to respond to Mrs. [redacted]
...

complaint. Our records show on 12/12/14, Mrs. [redacted] purchased an [redacted]
tablet and elected to purchase a 25-month Repair Service Agreement with
Accidental Damage.
 

We reviewed Mrs. [redacted] complaint and found her tablet was
sent to service for repairs on two separate occasions dated (3/19/15 and
6/9/15) due to a cracked screen. We shipped the tablet directly to the
manufacturer to complete repairs. The technician was able to repair the tablet
during the first service call (3/19/15). However; when the tablet was sent
to the manufacturer for repairs on 6/9/15; the parts needed to repair the
unit was no longer available therefore an exchange was approved under the
Terms and Conditions of the RSA/Accidental Damage Plan Number (9) Limits of Liability (ii). Mrs. [redacted] was contacted
and informed she could re-select the same tablet or receive a store credit
for up to $349.99 (which is the original amount she paid) to re-select a
new tablet; however she would be required to purchase additional coverage
on her new unit. Mrs. [redacted] was not satisfied that the RSA/Accidental Damage
Plan would not transfer over to new item and was reminded of the T&C’s:
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. Mrs.
[redacted] has been informed that she was granted an exchange through the
RSA/Accidental Damage Plan; the manufacturer’s warranty does not cover
accidental damages and she exceeded Conn’s return policy. Our records show
on 7/11/15, Mrs. [redacted] contacted our customer service department and
requested to receive a refund in lieu of an exchange.  We have processed a request for the
amount of $378.86 to be credited to her Conn’s account; we ask to please
allow 7-14 business days for the credit to reflect on her account.

 

In reference to Mrs. [redacted] pedestals; we
show her delivery was scheduled and received in good order on 6/29/15; no
damages were reported. Mrs. [redacted] signature on her delivery ticket
indicates that she was aware to thoroughly inspect merchandise for damages;
an exchange or price concession will not be approved for damages discovered
after delivery. Mrs. [redacted] contacted the delivery department on 7/10/15
(11-days after receiving delivery) stating the pedestals was damaged during
delivery. Mrs. [redacted] was advised the alleged damages were not reported in
a timely manner and we are unable to determine when damages may have
occurred after delivery was complete; therefore we are unable to exchange
her pedestals.

 

At this time we are unable to honor Mrs. [redacted]
request. 

 

If we may be of further assistance, Mrs. [redacted] may contact
our Customer Service department at 1-877-358-1252.
Kind regards,
Dyeisha W[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s additional comments. We spoke to Mr. [redacted] on 9/30/15 and addressed his concerns. If Mr. [redacted] is in need of further assistance, he may contact us at 1-866-765-1513. Kind regards, Dyeisha W[redacted]Customer Relations

Thank you for the opportunity to respond to Mrs. Radford’s complaint. We contacted the sales representative who stated he did not promise Mrs. Radford a time-frame for delivery but informed her she could find out if the time she needed is available once she is contacted by the delivery department....

Our records show the delivery department contacted Mrs. Radford on 4/19/17 and informed her that we are unable to offer a preferred time frame. Mrs. Radford is currently scheduled for delivery on 4/20/17between the time-frame of 10:30am – 1:30pm. If Mrs. Radford needs to re-schedule her delivery for a more convenient time, she may contact our delivery department. Conn’s does offer delivery in Mrs. Radford’s area 7-days a week. If we may be of further assistance, Mrs. Radford may contact our Customer Service Department at 1-877-358-125  Kind regards, D[redacted]

Thank you for the opportunity to respond to [redacted] complaint. Our records show on 6/22/15, [redacted] purchased a [redacted] and [redacted] Queen box spring that comes with a limited manufacturer’s warranty. [redacted] mattress and box spring was delivered and received in...

good order on 6/24/15.We reviewed [redacted] complaint and found he contacted our Customer Service department on 7/16/14 stating he wanted to return his mattress because he was having back pains. [redacted] was informed that although Conn’s has a No Return or Exchange Policy on furniture/mattresses; his mattress does qualify for an exchange under the manufacturer’s 120-day Comfort In-Home Trial. [redacted] was educated as part of the trial offer, the mattress must be in the customer’s home for 30 nights to adjust to the comfort level. As listed on [redacted] 120-day In-Home Trial which can be found on the manufacturer’s and Conn’s website: This trial program is offered exclusively by [redacted] to their retail partners, allowing you to experience your new [redacted] in your home for up to 120 days - and still exchange or return it if you are not completely satisfied*. Once your [redacted] 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 [redacted] retailer to discuss your options.[redacted] has been informed that he may return or exchange his mattress anytime after 7/24/15 while still under the 120-day trial offer but the box spring is excluded and does not qualify.Although we are unable to honor [redacted] request; he does have the option to return/exchange his mattress only after 30 nights in his home. We sincerely apologize for any inconvenience [redacted] experienced during this process.If we may be of further assistance, [redacted] may contact our Customer Service department at [redacted]Kind regards, Dyeisha W[redacted]
Customer Relations










8/3/2015

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.  
There has been no resolution to horrible customer service and complete indifference to my wasted time and energy, trying to have something taken care of that I paid extra for.  I didn't even hear from the business nor did they attempt to resolve the ongoing customer service issues until moments before they contacted the Revdex.com to claim this was resolved. Other consumers have a right to know there is no accountability in the Conn's Customer Service and Service Department as well as complete indifference from their so called management team (phone calls are never returned and no one is accountable for employees hanging up on you, swearing at you and lying to you).   
Regards,

Thank you for
the opportunity to respond to Mr. [redacted]’s concerns regarding collection calls
he has received. 
 
We have found
that Mr. [redacted]’s telephone number was linked to a Conn’s account in
error.  We have placed a cease and desist
on the telephone number provided by Mr. [redacted].  We ask that Mr. [redacted] please allow up to 24
hours for the cease and desist to update.
 
If Mr. [redacted]
receives any additional calls after the 24 hours, we ask that he contact us
directly so we may address the matter further.
 
We appreciate
Mr. [redacted] for bringing his concerns to our attention and sincerely apologize
for any inconvenience he has experienced due to this matter. Thank you,Cheryle [redacted]

Thank
you for the opportunity to respond to Mrs. 
Reaves-Bey’s
Synchrony Dispute which was received on 9/14/15; listing her complaint was
regarding service quality.  Our records
show on 7/02/15, Mrs. Reaves-Bey purchased a LG French door refrigerator and
elected to purchase a...

24-month Repair Service Agreement totaling
$2,190.87.  Mrs. Reaves-Bey’s signed
invoice indicates at the time of purchase she acknowledged she was provided a
copy of the Repair Service Agreement brochure and that she understood the coverage
associated with the product; Mrs. Reaves-Bey also signed acknowledging she
received a copy of Conn’s Return & Exchange Policy which states: A consumer have 30-days from the date of
purchase to return or exchange (electronics and appliances) with the required
15% restocking fee.  Mrs. Reaves-Bey
elected to have her refrigerator delivered; which was completed on
7/04/15.   We
researched Mrs. Reaves-Bey’s dispute and found she contacted us on two separate occasions dated on 7/06/15 and 8/25/15; stating the refrigerator’s ice-maker
was not working, water wasn’t dispensing, and the unit was not cooling.  After reviewing Mrs. Reaves-Bey’s service
history Conn’s agreed to exchange her refrigerator due to multiple repairs.  Mrs. Reaves-Bey was contacted on 9/23/15
regarding her exchange approval and advised her new refrigerator is scheduled
to be delivered on Thursday (9/24/15). 
We sincerely apologize for any inconvenience Mrs. Reaves-Bey has
experienced during this process.  If
we may be of further assistance, Mrs. Reaves-Bey may contact our Customer
Service department at 1-877-358-1252.Sincerely, Jana
A[redacted]Customer
Relations
Conn’s
Inc.

Thank you for the opportunity to respond Ms. [redacted] concerns regarding account [redacted]. Ms. [redacted] stated she is owed a refund of $350.04.   According to our records, on January 26, 2017, Ms. [redacted] scheduled a payment in the amount of $350.04 to post to her account on February...

24, 2017 as part of a settlement agreement.  On March 20, 2017 the payment in the amount of $350.04 was refunded to Ms. [redacted] card.  WE have included a copy of Ms. [redacted] payment history and payment cancellation confirmation for her records.   If Ms. [redacted] has not received the payment refund, she will need to contact her financial institution.   Conn’s appreciates Ms. [redacted] for bringing her concerns to our attention.

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

by calling our Customer Service Helpdesk at [redacted] or on-line at www.conns.com.  Ms. Mikell has stated in the complaint: 1) she contacted us for service, and after two exchanges, she requested a refund but was told we could not issue a refund; and 2) that she was unable to speak with a district or corporate representative.     Our investigation reveals that: 1) Ms. Mikell’s recliner has been exchanged twice as listed under the Terms and Conditions of the manufacturer’s warranty. Conn’s Return and Exchange Policy states; No Returns/Exchange 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, Conn's Factory Authorized Service will repair your product according to these warranties and; 2) Ms. Mikell was contacted by a corporate representative on 5/13/17 and advised that we are unable to issue a refund but was reminded that she was approved for an in-store credit to re-select new furniture.   Our records show on 1/30/17, Ms. Mikell purchased a Catnapper Malone Vino Power Recliner which comes with a 1-year limited manufacturer’s warranty. Ms. Mikell did not elect to purchase additional coverage with Conn’s. We show Ms. Mikell elected to pick up her recliner from our Conn’s located in Chattanooga, TN and signed her invoice acknowledging the item was received in good order.   We researched Ms. Mikell’s service history and found that she contacted our Service Department the following day (1/13/17) stating the recliner footrest would not extend and the recliner was leaning forward. Ms. Mikell’s service appointment was scheduled for 2/10/17. During the inspection, the serviceman found the seat and back frame was separated but was able to use a drill and screws to brace the seat and back frame. The serviceman reported that the motor was hesitating and notated a new motor was needed to complete the repairs. Once we received the new motor, Ms. Mikell was scheduled for installation on 3/15/17.  Upon installation, the serviceman found that the part did not correct the problem therefore on 3/16/17 Ms. Mikell was approved for an exchange for the same model  The new recliner was delivered and Ms. Mikell signed acknowledging the item was received in good order on 3/25/17. Ms. Mikell declined to purchase additional coverage with Conn’s HomePlus.   Our record show Ms. Mikell contacted our service department again on 4/14/17 stating that her new recliner moves sideways when sat on. A service appointment was scheduled for 4/29/17. During the inspection, the serviceman found the recliner was non-repairable and submitted a request for an exchange. On 5/3/17, Ms. Mikell was approved for an in-store credit of $799.99 to re-select one furniture piece. We show MS. Mikell re-selected the Man Wah Sabine Recliner which was delivered in good order on 5/20/17. We have no records showing that Ms. Mikell has contacted us regarding any additional concerns sine her new recliner was delivered.   Conn’s values Ms. Mikell as a customer and appreciates her for bringing her concerns to our attention.

New Roman";
mso-font-kerning:0pt;mso-fareast-language:EN-US">Thank you for the
opportunity to respond to Mrs. [redacted]s complaint.  Our records show
on 3/25/14, Mrs. [redacted]
purchased a ** French door refrigerator model (LFX25974ST) with a 48-month
Repair Service Agreement totaling $2,327.34 on invoice [redacted].  Mrs.
[redacted]s signed invoice indicates at the time of purchase she acknowledged
she was provided a copy of the Repair Service Agreement brochure and that
she understood the coverage associated with the covered product.  Mrs.
[redacted] elected to pick up her refrigerator from the local warehouse located
in [redacted], TX.

We researched Mrs.
[redacted]s complaint and found she last contacted our service department on 7/02/15; stating the unit was not dispensing
water.  After reviewing Mrs. [redacted]s service history we found an
exchange was submitted and approved on 7/29/15under
the Terms and Conditions of the Repair Service Agreement.  Mrs. [redacted]
was issued a credit up to the original amount paid which was $1,749.99 to
reselect a new refrigerator.  Mrs. [redacted] initiated her exchange on 9/13/15; she elected a [redacted] French door
refrigerator model (RF28HMEDBSR) with a new 48-month Repair Service
Agreement totaling $2,902.09 on invoice 27875922.  Mrs. [redacted]s new
refrigerator was $450.00 more than the approved credit issued and the new
48-month RSA coverage purchased was $449.99.  Mrs. [redacted] was not
charged an additional $1,894.36 because it was financed on her original
invoice [redacted]; however Mrs. [redacted] financed the difference of $1,007.73
for the difference in price of the refrigerator selected and the new RSA
coverage purchased. 

At this time we are unable
to honor Mrs. [redacted]s request to credit her account; Mrs. [redacted] initiated
her exchange and her new refrigerator was delivered on 9/15/15 in good order.

If we may be of further
assistance, Mrs. [redacted] may contact our Customer Service department at 1-877-358-1252.













Kind regards,
 
 
Jana A[redacted]

Thank you again for the opportunity to respond to Ms. [redacted]'s concerns regarding her account.  Ms. [redacted] stated she signed a document when Conn's picked up the furniture from her home.  We will need Ms. [redacted] to send a copy of that document for further research.  If Ms. [redacted] agreed to a voluntary repossession, she would be responsible for any residual balance owed on the account.   Thank you, Cheryle S[redacted]

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.     That she has had numerous repairs on her refrigerator but the unit has still not been repaired; and   2.     She is requesting to return the refrigerator and have her account balance cleared.   Our investigation reveals that:   1.     We have service Ms. [redacted]’s refrigerator according to terms of the warranty; and 2.     Ms. [redacted]’s refrigerator has been approved for an exchange. We are unable to honor her request to return the item and clear her account.   Our records show on 7/2/17, Ms. [redacted] purchased a [redacted] French door refrigerator and elected to purchase a 36-month Repair Service Agreement Plan. We researched Ms. [redacted]’s complaint and found that she has contacted our service department on two separate occasions regarding her refrigerator. Ms. [redacted]’s first service call was received on 8/5/17 stating the temperature is too warm on the unit. A service appointment was scheduled for 8/10/17. During the inspection, the technician found three parts were needed for repairs. Once we received all the parts, Ms. [redacted] was scheduled to install on 8/21/17. The technician reported he installed a new main board, evaporator ASM, and ASM inverter to complete repairs. Our records show Ms. [redacted] contacted the service department the following day (8/22/17) stating the unit is still not cooling properly. The technician returned to Ms. [redacted]’s residence and found that a new seal system was needed. We reached out to the manufacturer to for further repair needs, and they scheduled their technician to continue with repairs. Based on the manufacturer’s report, they have been unsuccessful in repairing the refrigerator and agreed to issue an exchange. We show Ms. [redacted] was contacted a 9/20/17 and informed that she might visit her nearest Conn’s to re-select a new refrigerator for up to $1699.99. We sincerely apologize for any inconvenience Ms. [redacted] experienced during this process. Conn’s values Ms. [redacted] as a 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.  Our records show on 11/11/15, Mrs. [redacted] purchased a [redacted] a [redacted] plush queen mattress, [redacted] box spring, a [redacted] sofa, and a [redacted] recliner.  Mrs. [redacted]’s signed invoice indicates at the time of purchase she 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 **and that a consumer have 30-days to return or exchange (appliances and electronics) with the required 15% restocking fee.Mrs. [redacted] elected to have her items delivered. We researched Mrs. [redacted]’s complaint and found at the time of delivery Mrs. [redacted] received her TV in good order on 11/12/15; however during delivery it was discovered the sofa and box spring was not available and the mattress and box spring were damaged therefore the units were refused and delivery was rescheduled.  We show Mrs. [redacted] received her new mattress and box spring on 11/13/15 in good order; however it was discovered the sofa and recliner Mrs. [redacted] purchased were out of stock the items were cancelled from her invoice and a credit of $2,251.48 was applied to Mrs. [redacted]’s Conn’s account. In regards to Mrs. [redacted] returning or exchanging her mattress; Conn’s have a No Return/Exchange Policy on mattress.  We also confirmed with our merchandising department who confirmed Mrs. [redacted]’s mattress does not qualify for the [redacted] Comfort Guarantee.  Therefore, we are unable to honor Mrs. [redacted]’s request to return or exchange her mattress.  If we may be of further assistance, Mrs. [redacted] may contact our Customer Service department at 1-877-358-1252 Kind regards,  Jana A[redacted]