B And B Movers

Review: On [redacted]2014, I purchased $3431.47 worth of leather furniture from the Conn's store, in [redacted] TX. At the time,the salesman sold us on an insurance contract,at $449.98+ taxes for a sofa & loveseat. After reading the contract, it didn't cover the supposedly damage that the salesman's told us-pet damage, so we called him back the next day but he was off. We called the following day & he told us we needed to talk w/ [redacted] BUT he was not working. He then said we had a basic 1 year coverage anyway. Tried again with no luck, so in [redacted], after Labor Day, within the 30 days allowed, I mailed back the contract, w/a letter, requesting cancellation. To date, I've never received my refund. On [redacted], I called the 877# given & spoke w/ [redacted], she simply transferred me to Conn's insurance, who transferred me to customer service. They apologized & advised that all I needed to do was return to the original store & they would give me my refund. Went there on [redacted] they refused & instead had me fill out a cancellation request BUT it would be less, since it was NOW over 30 days. I explained myself that I followed their rules & now they are falling to abide by them. I called customer service back, they confirmed my the plan was cancelled & my account credited. I then told her I had no account, I paid CASH. She apologized & would have someone call. To date, still no phone call or more importantly - no refund! HELP!Desired Settlement: Refund in full, including the taxes I was charged!I'll never step inside another Conn's, again!I went there because I shopped there before & preferred a company I could deal w/ direct. Jesus, was I ever disappointed! I should have just gone to a regular furniture store.

Business

Response:

Thank you for the opportunity to respond to [redacted]

complaint. Our records show on[redacted]14, [redacted] purchased

a [redacted] furniture set which consisted of two pieces (sofa,

loveseat) with a 48-month [redacted] Plan on both pieces; with [redacted]

qualifying purchase he received a free [redacted] LED TV. [redacted]

elected to have his items delivered; we show [redacted] delivery was

completed on [redacted]14.

We show [redacted] later contacted his sales representative

regarding the [redacted] coverage. [redacted] expressed his

dissatisfaction towards the coverage and requested to cancel the

[redacted]. Our records show [redacted] was cancelled

on[redacted]/14 and a full refund was processed.

After researching [redacted] complaint we found his refund was delayed

because we needed his original credit card to apply the credit to his

account. We spoke with [redacted] and as of [redacted]/14 the credit of $487.10 has been processed to [redacted]. We ask that [redacted] please allow 3-5 business days for

the credit to post. We sincerely apologize to [redacted] for the

experience and any inconvenience that has been caused.

If we may be of further assistance, [redacted] may contact [redacted] at ###-###-####.

Kind regards,

Consumer

Response:

[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.]

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, once again, Revdex.com! Your the customer's best friend!And, also to Conn's ** for settling this matter.This all could have been avoided, if the [redacted] store, had done what, I was originally directed to do by Conn's [redacted].

Review: I was told my delivery of my furniture would be on [redacted] and I would get a call with a three hour window. I got a call, but the delivery was never made. Finally when the delivery arrived, the furniture was damaged.I called Conns to [redacted] and the manager told me that I would get my furniture on Sunday [redacted]. The furniture never arrived. I called the store at [redacted] and was told that my furniture would arrive on Monday [redacted].Desired Settlement: I need a reduction on my total bill for all the lies said to me and deception of delivery of my furniture.

Business

Response:

Review: I purchaced a new washer and dryer and was delivered by Conns. The washer did not have a dent on the front panel in the store but upon delivery there was a small dent. I have made several attempts to resolve this but one departments blames the other. I was told that they were not going to do anything that I should just live with it.Desired Settlement: Either change the front panel or some kind of cash reimbursement for the damages.

Business

Response:

Review: I opened an account [redacted]) with Conns in 8/[redacted]12 with no interest for one year if paid in full. I call Conn's in 6/*/13 to request the balance and was told that I had to pay $946.69 by 7/*/13 for the account to close and not have to pay interest. I paid $800 on 6/*/13, $76.91 on 6/**/13, and $69.78 on 7/**/13. I thought the account was closed until October when I called to question about two other accounts and find out this account is still open. They said I did not pay the account in full so now I have to pay interest. I told them the account is paid off because I paid what I was told to pay by 7/*/13. They said the account was unpaid by $11, and now I have to pay interest. I did not receive a call, letter, or email telling me the account will now be charged interest because it was not paid in full. I requested Conns to go back to the call logs and recordings to hear what the exact amount their representative told me to pay to prove to them that it was error on their side. They put it through their review board twice to see if the account can be closed and not be charged interest but it was denied twice. I was then told in November to pay the remaining $11 to pay what was needed to close the account and that it will be reviewed and most likely be approved but was never sent to the review board and the $11 as a payment to the accrued interest. I believe that I should not have to pay any more money to Conn's because I was mislead on my balance by $11 and now I have to pay as of today (12[redacted]/13) $454.10. I have been stressed out and troubled with this ordeal and not making it easier on me being a full time nursing student in Sam Houston State University. This has caused me stress and trouble with everything. This is not my first time doing business with Conns. I've had numerous accounts over the past 4 years and paid them on time every month and before the year to avoid interest. They have made me go in circles about this account and speak to different departments. I need this account closed!Desired Settlement: All I want is for this account to be closed and not have to pay the interest. I paid the remaining $11 in November that was supposed to close the account off in July. I also do not want the missed payment on my credit report, and if it is, for Conn's to correct that. I do not want any bad history on my credit report because of this mistake made by someone else and not me.

Consumer

Response:

Please inform me of the status of this complaint

thank you [redacted]

Business

Response:

Review: I purchased a macbook computer from conns on Jan**,2012.I had some issues with the computer. I contacted apple support . [redacted] support informed me the computer was a 2012 , it is now 2014 and someone else was the registered owner which means it was used. I went to return the misrepresented product and was told I had to get the same product ,which.would be a 2012. I wanted to select another product.I was told if I did select the same item I would be charged a restocking fee.I should not be charged a restocking fee for a product conns misrepresented.Desired Settlement: I would like Conn's to take the product back and not charege me a restocking fee.

Business

Response:

Thank

you for the opportunity to respond to [redacted] complaint. Our records show on 1/**/14, [redacted] purchased

a Macbook Pro with us and 37- month Repair Service Agreement with Accidental

Coverage. We have researched [redacted]

complaint and confirmed during our initial investigation that [redacted]

computer had not been previously purchased through Conn’s. We have contacted the vendor to further

investigation the matter. Meanwhile,

Conn’s has agreed to offer [redacted] the option to Return or Exchange her

macbook without a restocking fee. [redacted] may visit our nearest Conn’s to return or exchange. We sincerely apologize to [redacted] for her

experience with regarding her purchase with us.

If

we may be of further assistance, [redacted] may contact me directly at [redacted]

Sincerely,

Customer Relations Officer

Review: Went into Conn's in July to look at mattresses after finding one I liked sales rep advised me of a similar model on clearance. I was interested in the new item was because it was a floor model. [redacted] advised me that I had a warranty with manufacturer and warranty with Conn's if anything were to go wrong advised me to apply to discus finance options. I was told my available credit with Conn's would be $2000 and I would qualify for 1 full year of interest free financing. I went ahead and acknowledge that I wanted the mattresses and as setup account began [redacted] informed me that due to the reduced priced mattresses I would only qualify for 6 months, unless I added another product to put me over $1000. Didn't want to add another product but after talking with him looking around I decided to add on a Home Theater System with put me well above $1000, as he was adding the theater system on the account I asked about shipping and [redacted] advised there would be no charge and we proceeded. Upon finalizing the contract [redacted] disclosed to me that I would have to pay for shipping, I immediately objected and told him that he promised me free shipping. He then said the system would not allow him to offer that, and he apologized. He offered to personally deliver the mattresses that night in his truck after he got out of work. I agreed that would be fine, and from that point to the final signature, he advised me that he would probably not be able to take them to my house. And it would be best for me just to pay for the delivery, which I would get a rebate for in the mail, and plus anything that would happen to my mattresses during the delivery would be Conn's responsibility. I agreed and signed the contract. I never received a rebate offer, and on 2/*/14 I went into my local Conn's to see about a pay off amount to pay off with my income tax. The amount seemed higher than my personal calculations. I questioned it, and the representative advised me that I was only interest free for 6 months.Desired Settlement: I feel like [redacted]'* sales tactics are not ethical, he cons you into getting more product to save money but falsely related the information that I would have been in a 1 year interest free time period. I am extremely upset, that the store manger serg, would not help me, and basically told me it's hear say. I want a refund of the accumulated interest they back charged me as well as the delivery fee that was added to my account without a rebate and I want my 1 year as promised.

Consumer

Response:

Still have not heard anything from company

Business

Response:

Review: In December 2013 I purchased a top loader washer and dryer and was not happy with them so in order to exchange them I was told I had to pay a $200 restock fee which I paid. I then chose another set which I also was not happy with and again had to pay a $200 restock fee, by this time I was really not happy because the manager of the Corpus store said he could not waive the fee even after I have had good paying history for 4 yrs. At this point I had already paid $1,206.65 into this account, the manager said upon us returning the merchandise and paying the $200 restocking fee we would get a refund from the Corporate store within 11 business days, we have the receipt where the local store accepted the merchandise on February **, 2014. At the end of February we started calling the local store manager and all he would say is that it was being taken care of from the corporate office so we would give it more time but then when we'd call him again and he would never return calls so we started calling the corporate office and they just give the run around stating that its still being researched, or that the request has been forwarded to a higher level, Well I'm still out $1,206.65 for returning their merchandise which I also paid so they could take back? The store name sure suits them perfectly - 'Conn's' where they Conn people.Desired Settlement: I would like my $1,206.65 that I paid into an account which should no longer exist because I No longer have the merchandise and I would like the $400 they charged me to restock both washer/dryer sets as settlement for the aggravating frustration I've had to endure by being told lies about us getting our refund in 11 business days and for the hours we have spent on the phone trying to get a straight answer but receiving nothing.

Business

Response:

Thank you for the opportunity to respond to [redacted] concerns regarding account #[redacted]. According to our records, [redacted] purchased a top loader washer and dryer he was not happy with. He exchanged the items to the store and paid a $200.00 restocking fee. He then returned the second washer and dryer for the same reason and paid an additional restocking fee.

Our records indicate [redacted] was issued a refund of $1120.06 on 04/**/2014. This refund was for the total amount of the two payments he made less the delivery fee. We are unable to refund the restocking fees per our return exchange policy.

We value [redacted] as a customer and sincerely apologize for any inconvenience he experienced concerning this matter.

Review: as of 10/2013 kept getting flyer stating pass due balance of $129 due on bi wkly arrival. I contacted that payments have been made on time through dmp care1. After checking payment there actually was overpayment of @ $350 that I have yet to receive. I contacted care1 and involved them as well to resolve issue because conns reported delinquent notice to credit agencies. conns had bad given many excuses including record keeping mistake showing no payments from 7/13 to 10/13.Desired Settlement: would like overpayment amount refunde and delinquent notice removed off credit report.

Business

Response:

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

According to our records Mrs. [redacted] signed a 36-month contract on April 1, 2009. Mrs. [redacted]’s account began assessing late

fees on October 11,

2009. We offered Mrs. [redacted] a

total of 13 payment extensions over the term of the contract in order to bring

her account current. Beginning May 17, 2012 Mrs.

[redacted] began making payments of $87.00 when the minimum payment due was

$87.96. This caused her to continue to

assess late fees on the account because she was paying less than the minimum

required payment. On January 24, 2014, we mailed Mrs. [redacted] a copy of the

payment history as requested.

Our records further indicate on February 21, 2014, we

reversed a total of $106.26 in late fees as a good will gesture. This brought

the account to a zero balance and the account closed. We also removed the negative credit marks

from Mrs. [redacted]’s credit reports at that time.

We value Mrs. [redacted] as a customer and apologize for

any inconvenience the experienced in this matter.

Thank you,

Credit Help Desk Specialist

Conn's

Review: On Friday evening, April 18, 2014, I went to Conn's located at [redacted], and purchased a 50" LG television. I paid for the tv in full with my Visa Debit card. On Sunday morning, I plugged the tv in and it did not work. The screen was black with some discoloration along the bottom of the screen. I attempted to call Conn's several times that day, however, it was Easter Sunday and they were closed. On Monday morning I called the Conn's store and spoke with the manager to arrange for an exchange. However, I was informed that I did not report the damaged tv within 24 hours (by Saturday evening) and therefore, there was nothing he could do. This "24 hour" policy is not mentioned on any piece of paper sent home with me. The return & exchange policy of 30 days from the date of purchase is the only "policy" on my papers. After several phone conversations, I was told by the manager that I had to follow "procedure". In short, an individual from AV Electronics was sent to my home that following Wednesday and it was determined that the tv had physical damage and would cost approximately $750.00 to repair. I have also spoken with LG and because it is physical damage to the tv, it is not covered under the manufacturer's warranty. I have spoken with Conn's corporate office, service department, and the store, only to be told there is nothing they can do...the tv was not reported damaged within 24 hours, something I had no way of knowing. I would have plugged this tv in the moment I got home with it if I had known of this so called "policy". This tv came damaged from Conn's, I was not told of a "24 hour" reporting policy, and Conn's now has my money and I have a tv that does not work. I have never been treated so poorly by a business. I have bought several washers and dryers, as well as tv's, from Conn's over the years. However, customer loyalty seems to matter nothing to them.Desired Settlement: Initially, I simply wanted to exchange the tv. However, due to the way I have been treated by Conn's, I would like a full refund.

Business

Response:

Thank you for the opportunity to respond Mr. [redacted]’

complaint. Our records show on4/18/14, Mr. Stears purchased a LG 50” TV with a limited 1-year

manufacturer warranty from us and elected to pick up his item at our Airline

Highway location in Baton Rouge, LA. Mr. [redacted] signed his invoice

verifying his item was received in good order. Our customers are given

the opportunity to inspect their product prior to leaving the store. Once

the product has left the store we are unable to determine when the damage may

have occurred. On 4/21/14, Mr. [redacted] contacted

the store; stating the television displayed a black screen and showed some

discoloration along the bottom of the screen. Although Mr. [redacted] informed us three days after his purchase was made, service concluded the

damage reported was caused by physical damage, which is not covered under his

manufacturer warranty. As a goodwill gesture Conn’s agreed to exchange

Mr. [redacted] television. On 5/06/14, Mr. [redacted] has exchanged and received his new television.

If we may be of further assistance, please feel free to contact

Customer Service at 1-877-358-1252.

Kind regards,

Customer Relations

Review: I purchased a new [redacted] French door Refrigerator from Conn's Appliances on [redacted] approx. 1 year ago. I also purchased a 4 year extended warranty. My refrigerator stopped cooling this past weekend and I lost about $[redacted] worth of food. I called the service number [redacted] and explained the problem. I did not hear from them or a technician so I called them approx. [redacted] and they told me they had forwarded the problem to the technician. They gave me the phone number or the person who was supposed to contact me and set up an appointment. I called that number and left a voice mail as he did not answer his phone. I called Conn's [redacted] and they tried to contact the technician. The Conn's person told me he could not reach him either so he left a voice mail with my information. Now it is [redacted] afternoon [redacted] and I still have not heard from Conn's or the technician. This service is unacceptable and I am not happy. At this time I am considering legal action of some sort against Conn's. I consider this to be fraud.Desired Settlement: Refund of all money paid for extended warranty.

Business

Response:

Thank you for the opportunity to respond to Mr.

Evans’ complaint. Our records show on [redacted] purchased a [redacted]

refrigerator with a 24-month Repair Service Agreement Plan. On [redacted], Mr.

Evans contacted us stating the freezer is icing up, not making ice and the

panel is out on the unit. We attempted to schedule a service appointment to

assess [redacted] repair needs however; the service technician did not have the

correct phone number to contact [redacted] to verify an appointment date. We

contacted [redacted] on [redacted] to discuss his concerns; upon conversation [redacted] informed us that he was contacted by the service technician and is

scheduled to have his unit assessed today. Once the technician inspects [redacted]refrigerator we can determine repair needs. As of [redacted], we have mailed

a food loss claim to [redacted] to begin processing the claim. We sincerely

apologize for any inconvenience [redacted] experienced during this process and we

are committed to resolving this issue in a timely manner.

If we may

be of further assistance, [redacted] may

contact Customer Service at [redacted].

Kind regards,

Customer Relations

Review: Bought a refrigerator from Conn's on 08/29/2014 for x amount of dollars. Received monthly email from Best Buy advertising their Labor Day sale which ends Sept 6th. I looked at their on line advertisement and saw the exact model number refrigerator I purchased at Conn's. Best Buy has it for $390 cheaper. Conn's low price guarantee promises that their price is the best in town for 30 days of purchase. States that if you find the identical item in stock and available for immediate purchase from a established merchant, which I do believe Best Buy would meet and exceed that requirement, simply bring in the advertisement and Conn's will match the price plus give you 10% of the difference. Then it continues in saying the product price guarentee will be honored when you bring proof from an established merchant presenting this information. I went to BestBuy and they printed me out the refrigerator model number, price and proof that it can be delivered from them to my house by Wednesday Sept 3rd. I did exactely what the guarantee stated. I went to the store of purchase and talked to the store manager and he said there's nothing he could do because its not a printed advertisement showing the refrigerator. He said the stores website or the printed document I had from the store would not work. I explained to him that every item a store has on sale cannot be put in a mail out advertisement so stores use websites now. Example, I showed him Conn's own advertisement showing their sales for this week. There were 3 refrigerators in the adversment but the one I purchased was also on sale from $2299.99 to $1799.99 but wasn't in their own printed advertisement but showed on their website as on sale.

The refrigerator referenced is a Samsung white French door model number [redacted] Best Buy has it for $1409.99.

All I want is for Conn's to honor the price match they guarentee. I have spent almost $4500 with this company in the past 2 months and have complemented on the service up to now.Desired Settlement: To have them to stand up to their price match guarantee.

Business

Response:

Thank you

for the opportunity to respond to Mr. [redacted] complaint. Our records show on

8/29/14, Mr. [redacted] purchased a Samsung refrigerator with a 1-year limited manufacturer’s

warranty for $1799.99. Mr. [redacted] went into his local

Conn’s store with printed documents from Best Buy in attempts to take advantage

of Conn’s Price Guarantee which states: “Conn’s

promises for 30 days from the date of purchase that our product prices are the

best in town. If you purchase a product from Conn’s, then ?nd a lower price on

the identical item in stock and available for immediate delivery from an

established merchant (excluding warehouse clubs and internet competitors),

simply bring us the advertisement showing the exact model number, price and

proof that it is in stock and available for immediate delivery. Conn’s will

match that price plus give you 10% of the difference. Mr. [redacted] was informed

that we would need the advertisement from Best Buy to honor their price;

printed documents are not acceptable forms and we do not honor internet prices.

After further review, we show the refrigerator Mr. [redacted] purchased was marked

down with Conn’s for a Labor Day special therefore, as a gesture of goodwill, we

honored Conn’s price and Mr. [redacted] received the refrigerator for $1569.99. At

this time we are unable to honor Mr. [redacted]’s request to price match Best Buy

price due to an acceptable form of advertisement was not provided.

If

we may be of further assistance, Mr. [redacted] may contact us at [redacted]

Kind

regards,

Review: I purchased a laptop computer from Conn's appx 21 months ago on store credit for the sole purpose of boosting my credit score. The salesman at the store knew that this was the only reason I was financing the computer and he assured me several times that Conn's corporation would report good or bad on a monthly basis. I made on time monthly payments toward this computer for 17 months with never a late payment and during that 17th month I requested a report from the credit bureau and at that time I discovered that Conn's had not made one report, good or bad, during that entire time. I proceeded to a store front to speak to someone about this and was directed to call customer service which I did immediately. I spoke with a customer service rep and explained my issue, at this time she informed me that the social security number that they had on file was not correct and she would escalate my issue and I would receive a from a manager within 72 hours. No calls ever came so I called back and was told there was no record of my call. This same call by me to Conn's would take place 5 times over the course of a month and no results would come except I decided to not make the last $25.00 payment and stop giving them my correct ssn. At this time I started getting collection calls up to 8 times a day (I'm still getting them that frequently) demanding payment or else.

After I spoke to well over 10 people over the course of 2 months and my issue was blown off by Conn's I decided to tell them that since they couldn't affect mt credit or even try to help my issue that I would not ever make the last payment I decided to not speak to anyone who calls.

I received a letter last month from the credit bureau saying that Conn's corporation is now reporting a bad payment status on my correct SSN and my credit score is dropping now!

They never once reported a good status and refused to help me with this issue but the minute I missed ONE payment they managed to find my correct SSN and report bad on it.

This is absolutely unacceptable and they need to be stoppedDesired Settlement: I want 17 good reports send to the credit bureaus and the negative one removed, at that time I will make my last payment

Business

Response:

Thank you for the opportunity to respond Mrs. [redacted] concerns regarding account #[redacted]. Mrs. [redacted]

stated we are not reporting the account correctly to the credit bureaus and she

would like the information corrected and any negative marks removed.

According to our records Mrs. [redacted] signed an 18-month

retail installment contract on December 13, 2012.

We have verified the social security number on the

credit application belongs to Mrs. [redacted]. We have also

reviewed the information we have reported to the three major credit bureaus.

Experian and Equifax have confirmed the information we have reported is

accurate. Transunion stated Mrs. [redacted] would need to contact their customer

relations department at 800-916-8800 to verify the information on

file with them directly.

We are obligated to report factual information to the

credit bureaus; therefore we are unable to remove any negative credit marks

earned by Mrs. [redacted].

As of September 17, 2014, the payoff balance on the account is

$55.86. Mrs. [redacted] would need to pay this balance in order to avoid assessing any

further negative credit marks. Please note, the payoff balance is updated

daily. If Mrs. [redacted] would like to pay the account balance in full, we ask she

contact us the day she plans to submit the payment for an up-to-date payoff

quote.

If Mrs. [redacted] still believes we are reporting the account

in error she may fax us a copy of all three credit reports to 877-404-2431 for further

review.

Business

Response:

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

regarding account #[redacted].

Thank you for the opportunity to respond Mrs. [redacted] concerns regarding account #[redacted]. Mrs. [redacted] stated we are not reporting the account correctly to the credit bureaus and she

would like the information corrected and any negative marks removed.

According

to our records Mrs. [redacted] signed an 18-month retail installment contract on December 13, 2012.

We have verified the social security number on the

credit application belongs to Mrs. [redacted] We have also reviewed the information we have

reported to the three major credit bureaus. Experian and Equifax have confirmed

the information we have reported is accurate.

Again, Transunion stated Mrs. [redacted] would need to contact their

customer relations department at

[redacted] to verify the

information on file with them directly.

Consumer

Response:

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 have contacted them and they verify my problem with Conns. Thank you

Review: Couches have had numerous repair issues. Couches are barely a year old. In good physical condition. Well taken care of. Structurally they have a lot of problems. I've had at least 4 repair men come out with zero resolution to the problem. I had a scheduled appointment for someone to come out between 11-2 and he was a no call/no show ([redacted]). My husband took a day off which cost us around $600 for his absence at work for them to not show up. I've tried calling the location where the furniture was bought and all I get is the run around. I ask to speak to the manager and he comes on the phone and I tell him the issue and he puts me on hold and someone else comes on and says the manager isn't in yet. I feel like I get the run around from all management staff. I pay my bill on time every month. These are $4,000 couches and you would expect better quality from the brand and a little better customer service from the company. I also purchased the extended warranty under the understanding that any issues my fault or not would be taken care of no questions asked. But that has not been the case. This warranty was over $1,000.Desired Settlement: I would love for them to pick up their merchandise and refund me the money I've paid and the extended warranty and all interest to this point.

Business

Response:

Thank you

for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on [redacted],

Mrs. [redacted] purchased the [redacted] furniture set which

consist of three pieces (sofa, loveseat, and recliner) with a 48-month [redacted] and received delivery on [redacted] in good order.

On [redacted], Mrs. [redacted] contacted us stating the recliner lever had broken off. A service

call was scheduled for [redacted]; upon inspection the serviceman found the handle

was broken and ordered a new handle to be shipped to Mrs. [redacted]’s resident for

repair. Our records show Mrs. [redacted] received the parts on [redacted]; we

attempted to contact her to schedule a repair date however, we were

unsuccessful attempts therefore the service order was cancelled. On [redacted],

Mrs. [redacted] contacted us stating the stitching was coming loose on the sofa and

loveseat. A service appointment was

scheduled on [redacted]; upon inspection Mrs. [redacted] informed the serviceman that

the back cushion was leaning on the loveseat however; the serviceman did not

find any issue with the loveseat and reported it was up to the manufacturer’s

specification. The serviceman did find the sofa piping in the seam area was

starting to expose and was able to stitch into the seam to tighten. On [redacted],

we contacted Mrs. [redacted] to follow-up on recent service; during conversation

she informed us she was not happy with repairs on the loveseat and the unit was

leaning to the floor. A service appointment was scheduled for [redacted]; upon

inspection the serviceman determined parts were needed to complete repairs. As

a temporary repair, the serviceman was able to bend the mechanism back in place

until parts became available. Our records show on [redacted], Mrs. [redacted]

contacted us to inform that she received the parts and also wanted to report

that her sofa and recliner had rips and tears. Mrs. [redacted] was originally

scheduled for service on [redacted] however; there was an issue with the system and

the serviceman did not receive the correct service date.

We

contacted Mrs. [redacted] on [redacted] and apologized for the lack and communication

regarding her service repairs. Mrs.

[redacted] was offered the option to continue the repairs or exchange the set she

currently has. We followed up with her

on [redacted]; to determine if she wanted to exchange or continue with the repairs

during conversation she stated she wanted to return her furniture and receive a

full refund. We reminded Mrs. [redacted] that Conn’s has a No Return Policy on

furniture however; we could continue with repairs or issue an exchange on the

furniture. At this time we are unable to honor Mrs. [redacted]’s request; she may contact

us directly at ###-###-#### to process an exchange or schedule a service

appointment to complete repairs.

Kind

regards,

Review: Purchased a dishwasher in May 2014; started leaking water onto the carpet in living room. Took the tech 4 days to come; tech said it wasn't dishwasher. Paid a plumber $75 to tell us it is the dishwasher, and the tech that came didn't want to work bc as soon as you turn on the dishwasher water is pouring out! Now, Conn's has rescheduled our appointment 3x's and still has not fixed the equipment. A contractor came to tell us what the plumber already told us, and now we are waiting for the part to come in for another week. Conn's will not replace the equipment since it can be repaired We have a carpet that is trashed, a dishwasher that isn't even 6 months old not working for almost 3 weeks, and it still isn't fixed. Conn's is a company with faulty equipment, and has ghetto customer service.Desired Settlement: I would like the equipment replaced with another Brand. I want the carpet and warped wood replaced.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show on 3/06/14, [redacted] purchased

a [redacted] dishwasher with a 2-year Repair Service Agreement Plan and elected

Conn’s Installation service. On 3/10/14,

[redacted] dishwasher was received and installed by Conn’s delivery team in good

order. On 3/18/14, [redacted] contacted the service department stating the unit powers

on but does not wash. A service

appointment was scheduled for 3/20/14 however; the ticket was cancelled due to

the technician could not contact [redacted] while attempting to locate his

resident. On 4/25/14, [redacted] contact

the service department again stating the dishwasher would not turn on. A service call was scheduled on 4/28/14; upon

inspection the technician found the lever was out of place and re-adjusted the

lever; unit tested ok and no other problems were found. On 9/08/14, [redacted] contacted service

stating the dishwasher was leaking water from underneath. A service appointment

was scheduled on 9/18/14; upon inspection the technician found a new pump motor

assembly needed to be ordered to complete repairs. Once the parts became available,

[redacted] was scheduled to complete repairs on 9/25/14. On 9/25/14, the

technician installed the new pump motor assembly and reported the unit working

to manufacturer’s specification; there were no reports of any damages to [redacted] home from the technician. At

this time we are unable to honor [redacted] request; the dishwasher does not

meet the qualifications for an exchange and the leaking water resulted from the

pump motor failing. [redacted] would need

to contact his homeowners insurance if repairs are needed.

If we may be of further assistance, [redacted] may contact Customer

Service at [redacted]

Sincerely,

Review: I made a puchase in [redacted]. on [redacted] the very next day I went back and had changes made to the contract which lowered my pymt. from 96.08 to 65.94. I was told it would take 30dys for the change I said ok fine I had 30dys before the 1st pymt would be do anyway.So after I made 1st pymt. I have constantly received call saying I haven't made my pymt in full and that my contract has not updated yet .this went on thru the month of [redacted]. after the due date several call from the pymt department saying we do see a new contract but the system has not updated so I tell them well the new contract has the amount I sent in they dont seem to care they still asking for the old contract pymt so they transfer me to customer service where I talk to several reps and all say the same thing we have it we're waiting for the system to update it, yes it has been over 30 dys I will send the contract to pymt center to let them know so they will stop calling.Obviously they didn't get the contract cause here it is the entire month of Sept. they still called now saying I owe the 98.08 plus the other 32.14 I call to speak with customer service and every one I speak with is talking as if there reading from a manual of what to tell customers i'm told to pay the 65.94 which honors the knew contract I recently made my 2nd pymt . and still receiving call saying im behind make a pymt with them today to be current if customer service is telling me pay what the new contract has on it why is it so hard for the pymt center to receive it and the systems sucks it shouldn't take this long to update info.and plus I change my contract the very next day so the 1st one sholud have just beem deleted to send that 1 thru when it was change the next day it's stupid I have never dealt with a company like this before they shold have never came to [redacted] we dont need shady business like this in here. and for them not to have revolving this is crazy too.you shouldn;t have to get your credit ran again after paying them off and wanting to purchase something else.its [redacted] I received 12 calls in 2 days for a payment seem like the system is never going to update. this problem needs to stop i'm tired of phone calls.i'm not late i'm doing what was told make pymt from new contract.Desired Settlement: let this company know they need to update my contract. I see the company on my credit report I don't want their system to falsely put a 30dy late on my file. im going to be very pist if this happens this is not my fault its all Conn's fault they need to get their system together. I would like to have my contract updated and current. stop the phone calls

Business

Response:

Thank you for

the opportunity to respond to Mrs. [redacted] concerns regarding account

#[redacted]. Mrs. [redacted] stated she

signed a new contract; however, it has not been implemented.

According to

our records, Mrs. [redacted] signed a 30 month retail installment contract on

[redacted]. On [redacted], Mrs.

[redacted] signed a replacement 30-month retail installment contract to remove

the repair service agreement from her invoice.

Mrs. [redacted]

received an invoice credit on her account in the amount of $546.24; however,

she was of the impression the second contract would replace the first contract.

As per our

conversation with Mrs. [redacted] on [redacted], we will process version two

of the contract. Please allow 7-10 business

days for the new contract to be processed.

We value Mrs. [redacted] as a

customer and sincerely apologize for any inconvenience she may have experienced

due to this matter.

Review: I ordered furniture which arrive damaged and defective. I called the store 15 days in a row leaving messages for a manager. Went back into the store discussed the issue with my salesperson who offered to have order picked up or exchange for an alternate selection however new item was out of stock. Scheduled an appointment 2X with their repair department. Both times someone came out and concluded that the furniture was " defective and unrepairable" Still waiting for furniture to be picked up. After called this company every day for more than a month I am convinced that they are a total scam. Unfortunately now I read the thousands of complaints online after the fact. BUYER BEWARE !!! All they do is transfer you back and forth to many different departments with no knowledge of each others conversations. This is more than bad customer service, this is trained deceptive practices.Desired Settlement: At this point I would just like the store to come pick up all items from original delivery and process a refund.

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted] complaint. Our records show on 8/23/14, Mr. [redacted] purchased the United Soho

Espresso sectional set which consist of three pieces (left sofa, right chaise

and ottoman) with a 1-year limited manufacturer’s warranty. Mr. [redacted] was

scheduled and received delivery on 8/29/14 in good order.

We received Mr. [redacted]’ complaint and found he contacted our

customer helpdesk department on 9/9/14 stating he was not satisfied with the

furniture set. Mr. [redacted] was educated the he could only exchange the furniture

set within 14 days from the date of purchase with a $129.00 exchange fee. Our record

show on 9/18/14, Mr. [redacted] contacted our service department stating the

cushions were sinking in on the left sofa and right chaise. A serviceman was

scheduled on 9/27/14; upon inspection the serviceman found the complaint was

regarding the difference in the way the cushions felt; the left sectional piece

was softer than the right. On 10/06/14, a service claim representative

contacted Mr. [redacted] and informed him that based on the serviceman findings

there were no defects found with the furniture; the firmness of the sectional

set is a preference that is not guaranteed by the terms and condition of the

manufacturer’s warranty.

At this time we are unable to honor Mr. [redacted]’s request to

return the furniture set for a refund; as of 9/12/14 he has exceeded the time

frame to exchange his furniture set. Based on the serviceman’s finding during

inspection, there was no defect found with the sectional set.

If we may be of further assistance, Mr. [redacted] may contact us at

1-877-358-1252.

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted] additional

comments. Our records show only one service appointment was with our service

department on 9/27/14. Based on the serviceman’s findings, Mr. [redacted] complaint was regarding the difference in the way the cushions felt; the left

sectional piece was softer than the right, no manufacturer’s defect were found.

The serviceman noted the unit was non-repairable due to issues with comfort cannot

be repaired and is a preference that is not guaranteed by the terms and

condition of the manufacturer’s warranty. At this time we are unable to honor

Mr. [redacted] request to return his furniture set for a refund however; Conn’s

is willing to extend Mr. [redacted] the option the exchange his furniture set

with a $129.00 exchange fee.

If we may be of further assistance, Mr. [redacted] may contact us at [redacted]

Consumer

Response:

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.

It's obvious, yet not surprising, to see that this company is willing to lie to cover their scam and lack of customer service. All I know is that two individuals were in my home verbally stating that the couch was visibly and physically defective and unrepairable. Not to mention the delivery person pointing out the defect upon delivery !! Store Manager [redacted] stated to me more than once that when the report comes back unrepairable he will have someone pick up the furniture for a refund. I even had the delivery department call to schedule this pickup and then was asked if he could call me back but never did. When I was first willing to exchange for a completely different set due to the fact that the delivery guy and the sales person disclosed that there have been issues with this particular set I went down to the store and selected the exchange. I was then told that the new set was on backorder by [redacted]. This was when I was informed by customer service that they wanted to charge me a $129.00 exchange fee. I explained that I should not be paying this fee when the furniture arrived defective. I was referred back to the store manger and received the daily runaround as detailed in my previous report. I have made 37 phone calls in attempt to resolve this matter with the most horrendous results. As a matter of fact the first time I have ever received any type of professional communication was after I filed my report with the Revdex.com which is very telling! I have zero confidence in Conns as a company not to mention the quality of what they sell. I just want them to pick up their defective furniture set which is sitting here with tags still on it and give me the refund I was promised numerous times.

Regards,

Review: We bought a refrigerator on 8/23/12. The manufacturer warranty expired on 8/23/14. We did purchase the extended warranty with Conns. We called for service on 8/29/14. A technician came out on 9/1/14 and ordered two parts. We were told the parts would be in approx 3-4 days. On 9/5/14 we were told the parts would be in on 9/11/14 - almost a full week later than expected. The local branch of customer service told me there was nothing they could do to expedite the parts and that I could call the manufacturer and track the parts myself, Conns wouldn't do it. The corporate office said they would try and expedite the parts. I received no phone call back. I called again on 9/8/14 and customer service told me they don't expedite parts. They said there was nothing they could do. My husband and I went to the store where we purchased the fridge- they told us there was nothing they could do and technically they had 30 days to fix our fridge. We told them that was unacceptable - it's an essential appliance - yet they still said there was nothing they could do. We spoke with the service department several times that week. At one point we were told it would be another 30 days before the parts would arrive. Another time, we were told they couldn't find the parts. Then unexpectedly they called my husband on 9/10 and told us the parts were there but they couldn't come out to repair until 9/12. On 9/12 the technician did come to repair. However, he only replaced one part and left. At this time, my mother was supervising the repair because my husband and I couldn't take off work. She did not know the full circumstances in which what needed to be repaired. My husband was able to leave early from work. When he returned home and saw only one part was replaced, he called the technician. He came back out that afternoon but still did not complete the repair. Instead, the technician let out all the freon gas and claimed it had already leaked out. My husband was in the kitchen and watching him. We feel he did this on purpose but do not understand why. My husband called the service department after he left to complain. He spoke with the service manager and she committed to resolving the issue. She also told us that they have had similar complaints before. She called again 9/17/14 to let us know that the second set of parts had arrived and we should get a call from dispatch to make an appointment. On 9/19/14, we had still not received a call from them. We called the service manager again to let her know and she called dispatch to make the appointment herself. The appointment was scheduled for 9/20/14. On 9/20/14, we received a call from Conns stating they could not come out today because they would not send a technician for a three hour repair. They have not yet rescheduled anyone to complete our repair.

Under the extended warranty, they also covered claims for food loss. I submitted our claim for $184.99 on 9/10/14. We did not include in our claim about a quarter of what we actually lost. We felt that items that were mostly used or did not like were not necessary to claim. In total we lost about $300 in fridge and freezer foods. On the form, it states, it would take approx 7-10 days until we receive our refund. As of today, we have not received our refund or been given any updates on the status. When we visited the store 9/9/14, the store manager told us they only cover claims up to $150 and we would be lucky to get even that. We felt that the store manager did not want to help us and just wanted us to leave his store. He was very unprofessional and rude. The only person who seemed to want to help was Erica, however, she failed. She told us several times that she would return our calls and only did once. She did not provide any assistance in this matter but told us more conflicting information each time we called her.

My husband and I feel that this repair has taken too long to complete. The refrigerator is an essential appliance in every home and repairs and service should not take more than a few days to complete. We feel we have been lied to and treated unfairly by all we have contacted at Conns. Since 8/29/14, we have spent over $40 in ice alone just to keep what fresh food we have from spoiling. We have spent over $265 in fast food because we have not been able to eat at home. We have lost several items that we have purchased from the grocery store that we were unable to keep from spoiling. We have a cooler on hand and have been purchasing ice every day to keep what we can fresh.Desired Settlement: We would like to have our fridge either repaired or replaced (new model only, do not want a refurbished or used fridge) and a refund of $500 - compensation for food loss claim, ice, meals eaten during this time, time off of work, and unnecessary stress caused by the Conns staff and service.

Business

Response:

Thank you for the opportunity to

respond to [redacted]’s complaint. Our records show on 8/23/12, [redacted]

purchased an ** French door refrigerator with a 48-month Repair Service

Agreement Plan.

We received [redacted]’s

complaint and found she contacted the service department on 8/29/14 stating the

refrigerator was not cooling. A service appointment was scheduled for 9/1/14;

upon inspection the technician found parts were needed to complete repairs. We

show parts became available on 9/11/14 and scheduled [redacted]’s repair date

for 9/12/14. On 9/12/14, the technician installed the parts however; [redacted]

contacted the service department the same day stating the unit is still not

cooling therefore additional parts were ordered for repair. Once the parts

became available, [redacted] was scheduled for repair on 9/27/14; during

installation the technician found the wrong piece was ordered and could not

complete repairs. On 9/29/14, Conn’s agreed to exchange [redacted]’s

refrigerator due to service delay however; we no longer had the same model

available therefore, [redacted] received a store credit in the amount of

$2879.99 to re-select another refrigerator. Our records show [redacted] was

unable to find another refrigerator that was suitable therefore, Conn’s came to

an agreement with [redacted] to receive a full refund in lieu of the exchnage

for the refrigerator and Repair Service Agreement Plan. On 10/13/14, we

submitted a check request in the amount of $3117.59 the cost of the

refrigerator and $378.82 for the Repair Service Agreement Plan totaling

$3496.41.

In regarding to the Food Loss

Claim [redacted] submitted, we show she was approved to receive the maximum

amount of $150 as stated in the terms and conditions of the Repair Service

Agreement Plan. [redacted] also brought to our attention that she never

received her rebate from the initial delivery; Conn’s has agreed to honor her

delivery rebate and mail a check in the amount of $79.99. We sincerely

apologize for any inconvenience Mr. and [redacted] experience as a result of

the service delay.

If we may be of further

assistance, [redacted] may contact us at [redacted].

Review: Conn's is ridiculous. Their customer service is the worst I have ever experienced. The salesman was full of crap, he lied to me. He told me I could try out a bed and if I wasn't happen with it everything was totally exchangeable or refundable.I even asked about 8 times just to be clear. I ended up not liking some of the features of the bed, I financed a 4000 dollar bed & setup and now they're telling me it's not exchangeable. I've had the merchandise for about 4 days now. I have called corporate to inform them on the terrible lack of information their employee provided me and I was transferred 3 times when I asked for a supervisor, 1 of the girls even lied to me & told me she was a supervisor, gave me her fake employee number and then hung up on me. All they had to say to me was ..."they were sorry that their employee didn't tell me the right stuff but there is nothing they can do for me." I spent 3 hours on the phone trying to talk to a supervisor and when I finally talked to someone that claimed to be a supervisor, she then told me she was sorry that I was told the wrong information but it's policy and I'll just have to be stuck with this purchase. So now I'm stuck paying over 4,000 dollars worth of something I'm not at all happy with. ([redacted] bed) They are the absolute worst, they have no compassion or any care in the world for what has happened to me. Basically told me, I should have read the policy of Conn's better, mind you , they handed me the policy papers after everything was all signed, said & done. They're crooked and just want your sale. The sales people don't give a crap about you, they just want their commission! Do not shop at Conn's. They're named "Conn's" for a reason...I want to return the 1700 dollar adjustable base that I was told I could try out with no worries. [redacted] told me that if I did not like it then I could return it, no questions asked.Desired Settlement: I want to exchange my mattress and I want to return the adjustable base and get my refund of 1700 dollars. And I would like an apology for all the inconvenience this has caused me.

Business

Response:

Thank you for the opportunity to respond to [redacted]’s

complaint. Our records show on 10/11/14, [redacted] purchased a [redacted] Queen Mattress and [redacted] Queen adjustable base both with

a 10-year limited manufacturer’s warranty. [redacted] delivery was scheduled

and received in good order on 10/12/14.

We received [redacted]’s complaint and found she contacted our

helpdesk department on 10/15/14 stating she was not satisfied with her mattress

and wanted to return the unit. [redacted] was informed that Conn’s has a No

Return or Exchange Policy on mattresses however; she could return/exchange the

mattress after 30-days in her home as part of [redacted]’s [redacted] 120-Night

In-Home Trail. [redacted] was also informed that the adjustable base she

purchased was excluded from the in-home trial period and she would not be able

to return or exchange the base.

At this time we are unable to honor [redacted]’s request to

return her [redacted] adjustable base for a refund; this base is

excluded from the 120 Night In-home Trail Policy. We have included supporting

documents in our response. We sincerely apologize for any inconvenience [redacted] experienced.

If we may be of further assistance, [redacted] may contact us at

[redacted].

Consumer

Response:

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, Conn's DID NOT inform me that the adjustable base was NOT returnable. If they had informed me of that I can promise that I would not have went through with the trial. Also, the delivery was not a "good" one. Terrible experience, the crew leader was rude and she did not haul off the old mattress that we had. While I was on hold numerous times, the hold music voice clearly states that Conn's WILL haul away our old Mattress. The crew said they would think about it if we were "NICE" to them. Conn's has disappointed me and stressed me out to the fullest and they have no remorse. I guess they just do NOT care about their customers and are only trying to get money out of us. I will NEVER shop at Conn's again and I will be sure to tell even more people about my HORRIBLE experience with Conn's.

Review: I purchased a riding lawn mower from Conn's less than a year. I started having some issues where it did not want to turn on I called Conns to let them know. I was given the customer service 855 number. I called two weeks later to see where my tractor was at. I was given that 855 area code number. I was told they had no idea where my tractor was at. They gave me their San Antonio customer service number. I called that San Antonio number they said they didn't know where my tractor was at for me to try the Harlingen TX number. I called that Harlingen number I was told they had just move their warehouse to McAllen TX. I called the McAllen TX. number I was told that they didn't have access to the work being done on my tractor. I was very upset told the manager their [redacted] to give me their corporate number he gave me a disconnected number. I finally googled their number and I spoke to some girl called [redacted] who said she was going to look into what was going on she said she was going to try to locate my tractor. She tried but was unsuccessful. It has been 3 weeks now and have yet to find out where my tractor is at. I am extremely upset when they came to pick up tractor at my house their employees asked for gas money. This in itself really upset me. I thought I was buying from a reputable company but I am extremely disappointed and disgusted by their way of doing business and treating those people who are responsible for putting a portion of what money goes in their pockets. I will never recommend Conns to any of my fiends or family. I hope they can at least find my tractor soon. When I forget to give the payment on time they will call me and hound me down but yet I don't get the same treatment when I need their help. Embarrassing to those who run this company I wished management had better control of what happens with their customers I have complained to more than one person and have yet to hear from a single one of them they have thrown my complaint under the carpet.Desired Settlement: I demand a replacement and reimbursement

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on6/20/13, Mrs. [redacted] purchased a MTD riding lawn mower with a 36-month Repair Service Agreement. Mrs. [redacted] elected to have her lawn mower delivered; we show Mrs. [redacted] signed acknowledging her lawn mower was delivered and received on 6/21/13 in good order. Our records show Mrs. [redacted] contacted our service department on 9/23/14; stating the lawn mower would not turn on. Based on Mrs. [redacted] product and issue reported Mrs. [redacted] lawn mower was sent to service. Upon receiving Mrs. [redacted] lawn mower the technician inspected the unit and found the carburetor needed to be clean and the battery needed to be replaced. The technician removed, cleaned, and reinstalled the carburetor. Although batteries are typically not covered under the Repair Service Agreement as a gesture of goodwill and customer satisfaction Conn’s replaced Mrs. [redacted] battery; the technician ran tests on the lawn mower and the unit tested ok. We sincerely apologize to Mrs. [redacted] for the experience and any inconvenience that was caused as a result of delay. If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at [redacted] Kind regards, [redacted]

Review: Conns Furniture phone representatives are constantly harassing my household regarding a late payment.After speaking with the manager about the payment issue, my bank account was fraudulently access four times! and added insufficient funds charges, as well as taking their payment! A death in our family was the reason for the late payment, which we have NEVER been late before. It is overwhelmingly frustrating, trying to mourn in peace with out our phone ringing off the hook form Conns.Desired Settlement: I believe my bank account overdraft fees, and next two payments should be covered by Conns Furniture.

Business

Response:

Thank you for

the opportunity to respond [redacted]’s concerns regarding account

#[redacted] stated her bank

account was fraudulently accessed four times and added NSF fees to her account.

According to

our records, [redacted] scheduled a payment in the amount of $112.45 through

our online bill pay system. That payment

was returned by [redacted]’s financial institution due to NSF. We only attempted to process the payment on

the date it was submitted.

We have

attached a copy of [redacted]’s payment history for her records. If [redacted] received further NSF fees, she

will need to discuss her concerns with her financial institution.

We value [redacted] as a customer and appreciate her bringing her concerns to our attention. Thank you,[redacted]

Business

Response:

Thank you again for the opportunity to respond to [redacted]'s concerns regarding her account. Conn's only makes one attempt to debit the funds from your checking account, as noted in your payment history that was attached for your records in the first response. It is the customer's responsibility to verify the funds availability before submitting a payment. The account was overdrawn before the Conn's payment processed, therefore, we are unable to refund any NSF fees you received due to the account balance. Your financial institution has the option to try to process the authorized payment you submitted up to four times. If you have concerns regarding the overdraft fees, you will need to consult your banker at your financial institution. Thank you, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.

My husband had already made arrangements prior to the several fraudulent attempts accessed to my account. Obviously,that's why I filed this complaint in the first place, knowing of the prior NSF.I would have NEVER allowed access FOUR more times that added fees. "Conn's" is a name that suits your company well.

Regards,