Alan J. Slobodnik, M.S.W.

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mrs. [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, 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)       She returned to the store to process a refund due to the items purchased were not in stock however; she has not received her refund.   Our investigation reveals that: 1)    A refund was processed back to the [redacted] Card used to purchase on 7/25/17. Credit card refunds normally take between 24-48 business hours to receive. However; depending on the banking institution, refunds can take up to 10 business days.   Our records show 7/23/17, Mr. [redacted] purchased a [redacted] washer and dryer and was scheduled for delivery on 7/25/17.   We researched Mrs. [redacted]’s complaint and found that at the time of purchase the dryer was not available for immediate delivery but was scheduled to arrive from the manufacturer on 7/25/17. We show Mrs. [redacted] was contacted before delivery and informed that the dryer did not arrive from the manufacturer and we would need to reschedule delivery. Mrs. [redacted] expressed her dissatisfaction and requested to receive a different model at no additional cost.   Mrs. [redacted] was informed that we were unable to accommodate her request, therefore, she requested to receive a refund. We show Mrs. [redacted] returned to her local Conn’s on 7/25/17 and a refund of $1,517.59 was processed back to the [redacted] card used to make the purchase.   Our records show Mrs. [redacted] contacted us the following day stating that the refund had not been processed back to her card. Mrs. [redacted] was made aware that we submitted the refund back to her card and to contact her banking institution for further assistance.   We sincerely apologize for any inconvenience Mrs. [redacted] experienced during this process.   Conn’s value Mrs. [redacted] as a customer and appreciates her for bringing this matter to our attention.

Thank you for the opportunity to respond to Mr. [redacted] concerns regarding collection calls.  Mr. [redacted] stated he has been receiving collection calls since June 10, 2015.We were unable to locate telephone number [redacted] provided by Mr. [redacted] in our system.  We have attempted...

to contact Mr. [redacted] to see if he would like to provide an additional telephone number for further inquiry; however, we were unsuccessful.  If Mr. [redacted] would like to provide any additional telephone numbers, we will be glad to investigate further.   Thank you, [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,
We have not heard from Conn's so no resolution has been given, we will continue to pursue this problem

Thank you for the opportunity to respond to Mrs. [redacted] concerns regarding her account.  Mrs. [redacted] is currently being represented by an attorney; therefore, we can only communicate with Mrs. [redacted] attorney at this time. Thank you, Cheryle S[redacted]

Thank you for the
opportunity to respond to Mr. [redacted]’s complaint. After reviewing Mr. [redacted]’s
concerns, Conn’s agreed to honor his request to return the refrigerator without
the 15% restocking fee due to the unit failed within 24-hours. Our records show
we are currently scheduled to pick up and...

return the refrigerator on 11/19/15.
We have also process a credit of $1859.82 to Mr. [redacted]’s account to close the
account. We sincerely apologize for any inconvenience Mr. [redacted] experienced
during this process.
 
 
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]’ additional comments.  As mentioned in Mrs. [redacted]’ original response that was received; Mrs. [redacted]’ refrigerator was delivered and signed acknowledging the item was received in good order on 12/22/16; no issues were reported. We reached out to our delivery team and confirmed that Mrs. [redacted] refrigerator was a new factory sealed unit that was just received at the warehouse on 12/22/16 to be delivered. After further reviewing of the pictures that Ms. [redacted] sent verses the pictures taken at the time of the delivery, the refrigerator appears to have been moved. Conn’s cannot take responsibility for any damages that occurred after initial installation and delivery.  Kind regards, Kristal [redacted]Customer Relations

Thank you for contacting us
regarding Ms. [redacted]’s additional comments. 
We attempted to contact Ms. [redacted] on 10/16/15 on both
numbers provided and were unable to reach her. 
We called the number listed on her Revdex.com complaint 10/23/15, and a female
answered stating we had the wrong number. 
We understand Ms. [redacted]’s frustration regarding losing her data we have
made every effort to locate her hard drive and have been unable to do so.
If Ms. [redacted] would like to further discuss her
concerns she may contact me directly at [redacted] ext [redacted].
Kind regards,
Kathryn J[redacted]

Thank you for the opportunity to respond to [redacted] additional comments. We provided photos in our previous response showing how different lighting may alters the appearance of the furniture. We have also confirmed that Conn’s does not offer this furniture set in a different color and the product [redacted] received is the same items found in store and listed on her invoice. Although Conn’s has a NO return/exchange policy on all furniture, we are willing to return the sofa and loveseat and issue a credit to her account in attempts to resolve this matter. [redacted] may contact us directly at 1-866-765-1513 to schedule a date for Conn’s delivery team to pick up the merchandise. Once the items have been received we will process the credit to [redacted] account. Kind regards, Dyeisha [redacted]

Thank you for the
opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 3/12/15,
Mrs. [redacted] purchased a ** washer and dryer both with a 48-month Repair Service
Agreement. Mrs. [redacted]’s delivery was scheduled on 3/28/15; during installation
Conn’s delivery team successfully...

connect the washer however; they were unable
to connect the dryer due to the breaker on the 220 outlet. Mrs. [redacted] signed
her delivery ticket acknowledging she received her products in good order; no
damages were reported at the time of delivery and a photo was taken showing the
dryer door was closed properly.
 
We researched Mrs.
[redacted]’s complaint and found she contacted our service department on 5/25/15 (approximately 2 months after delivery)
stating the door on the dryer is not closing properly, the seal is loose and
lint is coming out. A service appointment was scheduled on 5/27/15; during
inspection the technician found the bottom door where the lint filtered was
bent outward which is the cause of the door is not closing. Mrs. [redacted] was
advised that the reported damage was not covered under the Terms and Conditions
of the manufacturer’s warranty or the RSA Plan.
 
Although the damage to
Mrs. [redacted]’s dryer does qualify for repairs under the T&C’s of the manufacturer
warranty or RSA Plan, Conn’s can offer Mrs. [redacted] an estimate to pay out-of-pocket
to continue with further repairs regarding this issue.
 
We have included
supporting documents with our response.
 
If we may be of further
assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252.
 
 
Kind regards,
 
Dyeisha W[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments.  We attempted to contact Mrs. [redacted] on 12/14/16 to discuss her concerns, but we were unsuccessful.  As mentioned in Mrs. [redacted]’s previous response; Mrs. [redacted] contacted us the day after receiving delivery (10/06/16) stating the wrong base was received.  Mrs. [redacted] said that she was expected to receive an adjustable base with a massage option; however, a regular adjustable base was delivered.  After further review we were able to confirm that Mrs. [redacted] was later contacted by Dawn from her local Conn’s; during the conversation the representative apologized to Mrs. [redacted] for the error and offered an exchange.  Also due to the inconvenience we offered Mrs. [redacted] a $100.00 gift card to use towards the purchase of a new adjustable base; however Mrs. [redacted] declined our offer and stated that the adjustable base she wanted was an additional $600.00.  Again, at this time we are unable to honor Mrs. [redacted] request; Conn’s is willing to exchange her adjustable base and provide a $100.00 gift card she may use towards the purchase of the new adjustable base.  As stated Conn’s has a No Return & Exchange Policy on mattresses and to ensure the transparency this information can also be found on Conn’s website at http://www.conns.com/returns-and-exchange/. Mrs. [redacted]’s mattress qualifies for Sealy 120-Day Comfort Guarantee through the manufacture; Mrs. [redacted] may visit her local Conn’s to re-select a new mattress and schedule delivery.   If we are of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252.   Kind regards,  Jana A[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  Our records show on 11/14/14, Mr. [redacted] purchased (2) [redacted] phones that came with a limited 1-year manufacturer warranty; no additional RSA coverage was purchased through Conn’s.  We researched Mr....

[redacted]’s complaint and found he contacted us on 11/03/15 and11/13/15 regarding one of his of the [redacted] phones requesting service.  During the conversation Mr. [redacted] informed the Conn’s representative the phone was damaged; Mr. [redacted] was informed no accidental coverage was purchased through Conn’s to cover the physical damage and manufacturer warranty does not cover physical damages.  If we may be of further assistance, Mr. [redacted] may contact our Customer Service department at 1-877-358-1252 Kind regards,  Jana [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and close the complaint.

Thank you for the
opportunity to respond to Mrs. [redacted]’s complaint. We have reviewed her
concerns and found Conn’s does not advertise the [redacted] as a new or
newest model the product specifications are listed on the shelf tag. We
confirmed the [redacted] Mrs. [redacted] received...

has the same specification
for the [redacted] that she currently has. As of 10/7/15, Mrs. [redacted] has not
brought her [redacted] into Conn’s to have the unit assessed to determine if there
is a functional failure with the unit.
Although we are unable
to honor Mrs. [redacted]’s request for an exchange; Conn’s is willing to make any
necessary repair that are covered under the Terms and Conditions of the
manufacturer’s warranty. Mrs. [redacted] may bring her [redacted] to her nearest
Conn’s to have the unit sent to service for assessment.
If we may be of further assistance, Mrs.
[redacted] may contact Customer Service at [redacted].
 
Kind regards,
 
Dyeisha W[redacted]

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 after a day to report that her laptop was defective; 2.         She was told she would have to pay 15% restocking fee to exchange.     Our investigation reveals that:               1.        Ms. [redacted] returned her laptop to the store stating the unit was defective but we were unable to duplicate the issue reported; 2.        Ms. [redacted] was informed that the unit must first be assessed before an exchange can be approved without the required 15% restocking fee.   Our records show on 8/4/17, Ms. [redacted] elected to purchase a [redacted] laptop which comes with a 1-rear limited manufacturer’s warranty. Ms. [redacted] declined to purchase additional coverage with Conn’s. We show Ms. [redacted] elected to take her laptop from her local Conn’s on 8/4/17 and signed her pickup slip acknowledging that she thoroughly inspected the unit and no damages were found. We contacted the store manager where Ms. [redacted] made her purchase and was informed that Ms. [redacted] returned to the store requesting to exchange the laptop due to issues with the disk drive and mouse pad. The store manager stated that they were unable to observe the issue with the disk drive as no disk was in the unit, but the mouse pad was functioning properly. Ms. [redacted] was informed that we would have to send the unit to service to determine if there is a functional failure before the laptop could be exchanged without the required 15% restocking fee. The manager stated Ms. [redacted] left the laptop in the store without a return authorization. Since the time Ms. [redacted] abandoned her laptop in the store, it was assessed by a technician, but we are unable to duplicate the issues reported regarding the laptop. We verified with the store manager that Ms. [redacted] has picked up her laptop from the store and has not contacted us for any further service needs. Although we are unable to honor Ms. [redacted]’s request to return the unit without the required 15% restocking fee, we have agreed to extend the option to return the unit with the required 15% restocking fee until 9/22/17. Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.   Sincerely, Conn’s Inc.

Thank you for the opportunity to respond to [redacted] complaint.  We researched [redacted] complaint and found her invoice was completed in error.  Our records show the day of the delivery [redacted] received (1) mattress, (2) recliners, footboard, rails, sofa, and (1) box spring...

in good order; however one mattress was not delivered.  [redacted] was contacted and informed of the error and advised to come into her local Conn’s to reselect a new mattress.  As of 11/20/15, [redacted] new mattress is scheduled to be delivered.  We appreciate [redacted] being this matter to our attention and we sincerely apologize for any inconvenience she experienced during this process.If we may be of further assistance, [redacted] may contact our Customer Service department at 1-877-358-1252Kind regards,Jana Andrews

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  
  Thank You so much Revdex.com. I truly appreciate y'all . Conns would Not corporate with me until I got y'all involve.

Revdex.com:
This letter is to inform you that Conns Appliance, Inc. has carried out to my satisfaction the resolution it proposed for my complaint, filed on 8/5/2015 11:34:49 PM and assigned ID [redacted].
Regards,

Thank you for the opportunity to respond to Mrs. [redacted] additional comments. After further reviewing Mrs. [redacted] service needs, Conn’s has agreed to honor her request to exchange both the washer and dryer for a different model. Mrs. [redacted] may visit her nearest Conn’s to re-select new units for up to $629.99 each. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’ complaint.  Our records indicate that on7/18/15 Mr. [redacted] purchased an [redacted] Reclining Loveseat and Sofa, each with a 48-month FurnitureGard Plan.   Mr. [redacted] received a copy of the Return and...

Exchange Policy at the time of purchase.  Our Return and Exchange Policy states: No returns or exchanges on furniture.  If your product fails while under manufacturer’s warranty or Conn’s FurnitureGard Service Plan, Conn's Factory Authorized Service will repair your product according to these warranties.  Mr. [redacted] also signed his invoice acknowledging that he received a copy of the Return and Exchange policy. On 7/20/15 Mr. [redacted]’ furniture items were delivered as promised.  After reviewing Mr. [redacted]’ complaint, we show that on 9/28/16 Mr. [redacted] contacted Conn’s Service Dept. stating that left side springs came loose on the seat of the reclining sofa and a work order was created to schedule for service; we were unable to contact Mr. [redacted] to confirm a date and the order was canceled. Mr. [redacted] contacted us on 10/10/16 stating the same issue mentioned above. Service was scheduled for 10/21/16 and the service man determined that the leg and front portions of the seats were smashed in and he adjusted the filling in the legs and placed an order for the filling for the cushions. On 11/12/16 the cushions were filled and repaired.  On 11/17/16Conn’s service was contacted once again stating that seats were flat and the zippers were broken. Upon service we discovered that the seat cores needed replacing and as well as the zippers. On12/8/16 Mr. [redacted] was contacted to be informed we were ordering the seat cores but the zippers aren’t covered under the warranty.  According to our records the seat cores arrived, however Mr. [redacted] needed service scheduled in March because he was renovating his home. At that time we were not able to schedule that far in advance.  The service order was canceled and he was advised to contact us when he was ready for his service to be complete. He called back on 2/27/17 to get service completed and we determined that we could order the chaise cushion to have it replaced for the defective zippers, however it will take 6-8 weeks for arrival from the manufacturer. At this item we will not be albe to honor Mr. [redacted]’ request and we have to continue with service. If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at1-877-358-1252.  Kind regards, Kristal [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.  This is your own weekly ad. This is the sales price that you advertised and you refuse to honor it. Your own commercial states that if I find a price that's lower in your ad or any competitors ad my price would be reduced. Would it matter if it was a Veteran's Day ad or Columbus Day? An ad is an ad especially if it's issued by your own company. Picking and choosing when to honor an ad seems to be shady business practices.
Regards,
[redacted]