B And B Movers

Review: I have purchased over [redacted] dollars in furniture with this company. When they delivered the furniture it was damaged. However, I did not know this because it was left packaged up for a smooth move. The sales agent had promised as long as the furniture was packaged I should not be concerned. On the day of the move the moving company had to re packaged the furniture by their standards and noticed the damaged furniture. They had to document the furniture prior to moving because of their liability and they documented the missing glass piece, the hole in the chair and all the scratches on all end tables. I have contacted Conns to exchange the furniture that was damaged and they refuse. One of the end tablesis missing the glass piece, which makes the table not even functional. I also paid for warranties at the time of purchase and was told that the warranties would cover any damage, which is false information. I am told by Conns Corporate Customer service that they will not do anything to fix this. This is awful business. Conns will not work with me to get the damaged furniture replaced or to send me the missing piece of the end table. I have called corporate multiple times since I learned about the damage. They tell me people will call me back and nobody does which, leads me to have to keep calling back.Desired Settlement: All I want is the glass piece for my end table mailed to me. An exchange for the damaged furniture. If they cannot exchange the damaged furniture then I want a refund.

Business

Response:

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

complaint. Our records show on [redacted] made two

separate purchases. [redacted] purchased a [redacted] cocktail

table set, a [redacted] cocktail table set, and [redacted]

furniture set on invoice [redacted] also purchased a Home

Stretch Maverick furniture set and received a free [redacted]” television on

invoice [redacted] elected to have her items delivered; her

delivery was scheduled for [redacted]. Upon delivery

[redacted]’ delivery requested for the delivery team to leave all items in their

original packaging.

We show on [redacted] contacted

our service department regarding her end tables stating her end tables were

damaged. Upon scheduling [redacted] for service we found she had relocated

to [redacted]’ service appointment was scheduled through

a 3rd party certified provider; during the inspection the

serviceman found both end tables were cracked from the tables being crushed

together. The serviceman reported the end tables were non-repairable and

also notated the glass for the end table was never received as stated by [redacted].

[redacted]. We spoke with [redacted] and informed her that the reported damages

were not covered under the Terms and Conditions of the manufacturer warranty or

Furnituregard Plan. Please refer to Terms and Conditions Number (15) What

Is Not Covered: Letter (c) and Letter (q).

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

return/exchange her furniture; [redacted] delivery tickets were signed

acknowledging all items were delivered and received in good order. As

listed on the signed delivery ticket please thoroughly inspect your merchandise

for damage; an exchange or price concession will not be authorized for damage

discovered after the delivery. We are unable to determine when or how the

reported damages may have occurred after delivery was completed.

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

Service Department at [redacted].

Kind regards,

Review: In the first week of December I purchased a Sectional for my living room. The right side of the sofa was damaged upon delivery. It had a scratch on the leather arm rest. Several attempts have been made for them to repalce the sofa. They have promised to change it over and over but to this day they have not done so. I have personally gone to the Arlington Store and spoken to the manager and contacted their costumer services department. They came over and took pictures of the sofa and promised to replace it but it's been a month and I keep getting the runaround.Desired Settlement: I have purchased before from Conn's and have been a very satisfied customer before. I would like for them to replace my sofa as promised and for them not to keep giving me the runaround.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. After further

review and research of [redacted] concerns, we were able to confirm that her

recliner was reported damaged upon delivery. Conn’s has agreed to honor [redacted] request to exchange the recliner; her new recliner is scheduled for

delivery on 1/30/15. We sincerely apologize for any inconvenience [redacted]

experienced as a result of the delay initiating her exchange. As a gesture of

goodwill, we will mail [redacted] a $50 gift card for customer satisfaction.

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

service at 1-877-358-1252.

Kind regards,

Review: We bought a brand new dyer along with other items from Conns. The items were delivered and installed on Saturday the 7th. On Monday the 9th I came home from work and tried to use my brand new dryer that I have had for less then 72 hours at this point only to discover that it is not working. We had an electrician come out to check the power source to verify that our house was not the cause of the malfunction and it was not. Tuesday I called Conns to request an exchange of units being that we have a new unit less then 72 hours and it is no longer working only to be told a service tech would have to come out to service the unit and only when they deem it not fixable would they replace it. I was not happy about this as it being a new unit I wanted an exchange not a repair, then to find out they would not be out until the 12th was mind blowing, where is the customer service? But being I have no other option I agreed to the tech coming out in Thursday the 12th. When I spoke to my husband he was not happy either. He went to the location where we purchased the items from asking about an exchange or if we were to return the items since we have recieved less then minimal customer service at this point only to be told that they would be put to the crub and not their (Conns) problem by the [redacted]. When the service tech called the morning of the 12th he would not be able to come out till late afternoon which did not work for my schedule that day the [redacted] called to see what time would work better and found a tech that could accommodate my schedule he did provide a good customer interaction. The service tech came out by the time he quoted checked the unit took a picture of the serial numbers said he would submit the paper work to get a new dyer out to us and I felt like everything worked out. Saturday the 14th I called the customer service department back to follow up since I haven't heard anything from them only to be told it takes a few business days to get the approval from the corporate office before a new dryer could be delivered and that the claim was summited Friday the 13th would be early the follow week before they could replace my unit. On on Monday the 16th I called again to be told it was still pending that it should be approved late that night or early the next morning. On Wednesday the 18th I called again to be told that it was approved I can proceed to go into a location fill out the proper paperwork and pick out the dryer I want. I took my lunch break to drive 20 minutes to the nearest location only to find out that the process was still pending and the service representative had told me the incorrect information. I left the location called the service department back requested to speak to manager only to be put on hold for 15 minutes and transferred to someone's voicemail. On my way home from work that day I called back to the service department to speak with someone only to be told that they spoke to a lead and they contacted their liaison that speaks with the manufacturers directly who said they are aware of the issue it will be approved that night early next morning that way I could receive my dryer by the weekend. Thursday the 19th still pending no one taking accountability for the fact that I'm getting the runaround constantly by all their customer representatives no one willing to help no one able to expedite the process! It is now Sunday the 22nd and we still have not heard back from the service department and I'm assuming it's still pending!Desired Settlement: I just want to exchange my unit for a working one

Business

Response:

Thank you for the opportunity to respond to [redacted]

complaint. We attempted to contact [redacted] on 2/25/15 regarding her

exchange approval and delivery, but we were unsuccessful in our attempt.

[redacted] is scheduled to receive her new dryer on Friday, February 25, 2015. We sincerely apologize to [redacted]

for the experience and any convenience that was caused as a result of the delay

in processing her exchange.

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

Customer Service Department at [redacted]

Kind regards,

Review: Conn's was told that we have medical issues and need adjustable beds that individually worked and to fit our [redacted] bedstead that has a wood headboard, footboard and siderails. There was confusion on the saleswomans part when she took it to her manager and he told her how to write the product up. She quoted us the price of $[redacted] and we were extastic since it was a bit less than what [redacted] had quoted us previous to going to Conns. That is ther reason we bought from them, than [redacted]. We did not get delivery when promised because one of the mattresses came in damaged but were never told about the real issue we later had when delivered. When it came approximately 1-2 weeks later, we had removed our mattresses and stored them. The delivery guy explained to me there was an adjustable base missing that all he had was one XL Twin adjustable base and two XL Twin mattresses. Before I would let them unpack them I called the store and the sales person was in a meeting and could not be disturbed, is what I was told. The delivery man said to allow them to set up what they had and maybe she would call by the time they were through. They were just moving to pull out of my driveway when she called and I tapped on the side of the truck. The driver stopped and the sales person said I should refuse the whole order, the driver just waved at me and drove off. She called me the next day and convinced me to come in and sign another contract to get the other piece and would write a credit for the error. I called several times to see when the credit was coming and got blew off and decided I needed to go by the store. I was put off again and said it was going to be put in the mail. Never came. I went by in 2 more weeks, and low and behold, the sales person no longer worked for Conns and the manager that approved the transaction to straighten the mess out, no longer worked in THAT store. I could not find out if he still worked for Conns. The mgr there said I would have to call Corporate. I did, no resolution.Desired Settlement: As agreed by the sales person and that manager that approved it for the first contract or take all of it back for full refund.

Business

Response:

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

[redacted]’s complaint. Our records show on [redacted] purchased

two [redacted] twin XL mattress, a [redacted] adjustable base and

received a free 32” [redacted] with her qualified purchased. [redacted] products

was delivered and received in good order on [redacted].

After researching [redacted]’s complaint, we

found the second adjustable base was not added to her original invoice/contract. Due to the error [redacted] was contacted

and informed she would need return to the store in order for the representative

to manually add the second adjustable base on her contract. Our records show on

[redacted] signed a new invoice and contract acknowledging she was

aware of the additional item and price of the adjustable base that was manually

added to her contract; we have no record that [redacted] was offered any

additional compensation towards the purchase. We show [redacted] new

adjustable base was delivered and received in good order on [redacted].

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

request; [redacted] signed a new contract and invoice which provides

details regarding total amount that would be added to her new contract.

We have included a copy of [redacted]’s amended

contract and invoice with our response.

If we may be of further assistance, [redacted]

may contact customer service at [redacted].

I had a very pleasant experience with Conn's. My sales was very nice and very helpful to me.

Review: This is a complaint in reference to a purchase that was made on [redacted] in the amount $3,014.64 cash purchase. This was for a front load wash and dryer, which includes the pedestals. Upon arrival of delivery I notice there we dents on all sides of both pedestals. Deliver guy stated he would call it in and expect a call back from someone within minutes. A woman did contact me the same day and I explain where dents were, she than apologize and stated that Conn`s will be send me out a refund check for $100.00 allow 3-4 weeks for processing. Well I noticed about mid [redacted] I haven’t heard or received anything from Conn`s, so I contacted them not certain of dates. Person I spoke with on 4 different phone conversation in [redacted] was [redacted] @ [redacted] in delivery. She was the only who could pull my account and see what happen to refund. She stated that it was kicked out and she will send out another request to check re-issued and sent out within 2 weeks. Today I contact her back and she stated the same problem request was kicked out again from corporate; she will need to send another request. Now that means I will be waiting again for another 3weeks of however long it takes. [redacted] gave me corporate number ([redacted]) and said I can contact them. So I did call corporate and spoke with [redacted] whom did not help me either all she did was she another request asking what was going. She also was asking who I was speaking with in delivery so she can contact them to get more information. At this point I am tired of going back and forth. Conn`s made a promise to send refund check in a timely manner. It has been almost 3 month and no one can seem to find out what the problem or just send out check.

No one ever calls back to follow-up and today is [redacted] and still the issue has not been resolved or does anybody in Conn’s knows what’s going on.

Invoice#[redacted]

Store Number: [redacted]Desired Settlement: Refund check mailed out next day, I do not want to wait another 2 months

Business

Response:

Thank you for the opportunity to respond to [redacted]. [redacted]’s complaint. After further research, we found [redacted]. [redacted] was offered and accepted a concession for damages during delivery. We sincerely apologize for any inconvenience [redacted]. [redacted] experienced as a result of delay processing her concession. As of [redacted], we have processed [redacted]. [redacted]’s check request and will mail her check overnight to the address provided. [redacted]. [redacted] may track that status of her refund at[redacted] (tracking number [redacted]). If we may be of further assistance, [redacted]. [redacted] may contact Customer Service at [redacted]. Kind regards,[redacted]

Consumer

Response:

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.

Review: Went into Conn's to purchase a television stand-[redacted] and a home theater stereo system on [redacted]. Sales person told me that my products would be delivered on [redacted] between 8-11 am. I received no call and waited at home all day. Went into Conn's on [redacted] to talk to [redacted]. He stated that television stand was out of stock and it would be delivered on [redacted]. It was another no show for delivery on Tuesday as promised; again I was not called to be informed of no delivery. The following day I received a call from the warehouse stating that the stand was out of stock and it would not be in until [redacted]. Today,([redacted]) a stand was delivered; however, it was badly damaged. I called to get this situation rectified and was told that I have to wait 48 to 72 hours to talk to someone because that is how they handle business. Part of my purchase was delivered but can not be installed because I don't have the stand to put in on. I have been told that the delivery truck was robbed, all products were damaged in the warehouse and other inconsistent stories. I have not been able to get a Conn's associate to clearly communicate as to why it is so difficult to deliver the television stand -[redacted] as promised and within a timely manner.Desired Settlement: I want the television stand that I purchased without it being damaged. Conn's associate should be accountable and communicate with customers efficiently and in a professional manner. I would like all delivery charges taken off of my bill. I would like a call from a Conn's associate with accurate information ASAP. An apology for the inconvenience ( I gave away I old stand and theater system expecting my new one would be in my home when promised the first time)would be nice!

Business

Response:

Review: The company calls over five times daily, sometime I can't count the number of calls. I spoke to the rep and they keep calling over and over.

I made a payment in store and they continue to call said a check was returned. I never informed them to pay by check I always pay in the store. They was suppose to give an extend the payment. I spoke to one rep he said everything was clear, however I keep getting phone calls.

Business

Response:

Thank you for the opportunity to respond to Mrs.

[redacted]’ concerns regarding account #[redacted].

Mrs. [redacted] stated she has paid her account, but she continues to

receive collection calls.

According to our records Mrs. [redacted]

began receiving collection calls due to a payment that were returned by her

financial institution due to NSF. We

have attached a copy of Mrs. [redacted] pay history for her records.

When the payment is late, we begin call

attempts as a reminder to ensure payments will be made timely. It is a

normal practice for our company to begin call attempts the first day the

payment is late. To prevent the calls Mrs. [redacted] has the option to pay

on-line, in her local Conn's store, by mail, or over the phone if it is more

convenient for her, before her due date. Additionally, if Mrs. [redacted]’ pay

date has changed, she may benefit from requesting a change of her due date each

month. We ask that Mrs. [redacted] contact

us if she would find this beneficial.

Please note, when payment arrangements have been

made, it takes 24 hours to remove the telephone number from the system to stop

the collection calls.

We value Mrs. [redacted] as a customer and appreciate

her bringing her concerns to our attention. Thank you,[redacted]

Consumer

Response:

My complaint is that I spoke with customer service rep regarding the past due amount. I never made payment arrangement over the phone. I make payments in the store. In November I went into the store and made a payment which was for October the November payment was suppose to be deferred. However I keep getting a call about past due. If I didn't make the October payment I would understand the collection call, but payment was made. I didn't set up a payment over the phone so I'm not sure why there is a return payment. I would not have made payment arranges over the phone and then also go into the store and make a payment in November. That would have been two payment made in November which doesn't make sense, if November payment was supposed to be extended to the end of the contract. I explain this to the first collection rep and he said things was good and there was misunderstanding and I shouldn't receive anymore calls. I'm still getting calls at least 4 to 5 times a day.Regards,

Business

Response:

Thank you again

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

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

a payment in the store in November, which was for October, and November’s

payment was supposed to be deferred.

According to

our records, the payment processed on November 10, 2014 was returned by Mrs.

[redacted]’ financial institution due to NSF. Since this payment was returned, the

arrangements to defer the November payment were canceled.

New arrangements

have been scheduled and there have been no further collection attempts as of

December 19, 2014.

Again, we

value Mrs. [redacted] as a customer and appreciate her bringing her concerns to

our attention. Thank you,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10341449, and find that this resolution would be satisfactory to me.

Review: Sales woman lied to my wife and I. promised free 46 inch tv, with purchase of bedroom set. then asked by her boss she lied and called us one.

me and my wife purchased a bedroom set only because of the sales woman, who told us we would receive a 46 inch 499 dollar tv. delivery came and we never received the tv. we called conns and they said there was nothing they could do, so no tv. We explained what the sales woman told us so her boss asked her and she lied and said she never said that. even though I walked over to the tv she promised and showed my wife the tv. we told her boss and described every detail about what she promised, boss still aid there was nothing he could do.Desired Settlement: I wanted our free 46 inch $499 television that was promised to us. and a sorry from the sales woman for pretty much calling us liers

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted]'s complaint. Mr. [redacted] was contacted on [redacted] by the [redacted] to discuss is concerns. We appreciate Mr. [redacted] for bringing his concerns to our attention and would like to apologize to him for the manner in which they were initially addressed. Although Mr. [redacted]'s purchase did not qualify for the free television, Conn's has agreed to send Mr. [redacted] a $150.00 gift card as a goodwill gesture. Mr. [redacted] should receive the giftcards via Certified mail by [redacted].

If Mr. [redacted] has any additional questions or concerns he may contact me directly at ###-###-####.

Kind regards,

Review: recived mail saying my extended service plan expired on [redacted]I have never bought any thing from them. when you call that number it gives you another number to call the letter head shows conn's home plus the number is [redacted] is this some kind of a scam?Desired Settlement: would like to know how they got my name and address

Business

Response:

Review: I purchased a Sony Viao laptop on Nov. 30, 2013 for myself from the Conns On [redacted]. I was at first very pleased with the product, but in day 15 the computer crashed to a black screen and I was unable to do anything. I called conns and they said to bring it. I did and I wanted a refund, I was then informed that I only had 14 days to return a product, which at the time of purchase I was not informed of this. I was then told by the manager, who had contacted the corpate office, that I had 3 options. 1.put the computer in service 2. sign a voluntary reposestion 3. keep the computere and not pay for. I find #3 plain crazy. I chose to put in service. I got the computer back a week later. Got home, mind you I live 40 minutes away from the nearest Conns. After I redid all the nessesary steps on the computer, it did it again. The computer crashed and was worthless. At this time I had talked to the main office, service, and god knows who else. I was told again of my options. I put it in service again and 3 weeks later it was fixed..they had to replace the hard drive. no longer want this computer, they won't take it back. They still have it at the store, I have been promised store credit, which I have not gotten. I have talked to managers and other peaople and promised all kinds of things so as they put, they don't want me to have a bad taste in my mouth., I have purchased many products from them and never had a problem. I have spent 16,000 dollars over the past few years. I have never been late on a payment, and even paid acccounts off early. I currently have 2 active accounts that are still being paid as of now. They still won't fix this problem. Some of the people I have talked to have been very nice,even though they have lied. Most of them are very rude. I can not believe this how you treat your loyal customers. I WILL NOT BUY ANYTHING FROM CONNS AGAIN. I WILL MAKE IT MY MISSION TO LET ALL OF YOU KNOW WHAT KIND OF COMPANY CONNS REALLY IS!!!Desired Settlement: I would like for this company to refund my down payment or give the store credit I was promised by so many.

Business

Response:

Thank

you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 11/30/13, Mrs. [redacted]

purchased a Sony Vaio Fit 15E Series laptop with 25-months Repair Service

Agreement Plan totaling $1209.88. Mrs.

[redacted] financed $1109.98 through Conn’s credit and $81.00 paid with her Visa

credit card. Our records indicate on

12/17/13, Mrs. [redacted] contacted us regarding her laptop; stating it was turning

off and freezing. Mrs. [redacted] spoke with a remote technician who was unable to

successful repair her laptop over the phone. Mrs. [redacted] was advised her laptop would

need to be sent to service. On 12/24/13,

the service technician assessed the laptop and determined the software needed

to be restored. Once restored the laptop

passed all test before it was sent back to the store for pick up. Mrs. [redacted] contacted us again on 1/06/14, stating

her laptop kept going into repair drive and wouldn’t go pass 40%. The

laptop was sent back to service where they found the hard drive had

failed. The hard drive was replaced and

returned to the store on 1/22/14 for Mrs. [redacted] to pick it up.

Mrs.

[redacted] has been contacted regarding her concerns and Conn’s has agreed to

exchange her laptop. Mrs. [redacted] stated

she will be in the store to reselect a different model. We sincerely apologize to Mrs. [redacted] for the

experience she has had regarding her laptop.

If

I may be of further assistance, Mrs. [redacted] may contact me directly at

1-800-280-1514 ext 3277.

Kind

regards,

Customer

Relations

Consumer

Response:

Complaint Detail

Since apparently my last complaint won't be submitted due to already havin filed againt Conns before,I will submit again...My last issue was resolved and I was very satifed with the results, however,I have a complete different issue as of now. My father and I purchased an LG stove from the Conns on Airline Hwy. in Baton Rouge,La right before Thanksgiving 2013. On Friday Feb. 21, 2014, I went to turn the oven on and it didn't work. I checked my settings to make sure when cleaning the stove I didn't change something by accident. The convection bake and roast buttons don't work as well as my double burner is also out. So not only can I not bake, but unless it's fried or hamburger helper I can't feed my family. I have contacted the service department on Friday when it went out. Was informed I would get a call within 24/72 hours. I called the monday 2/24/2014 and they told me they mean buisness hours lol. So make long story short, they said it would be maybe somtime this week before someone contacts to set up a service call since they don't have anyone in my area, I live 20 miles from Baton Rouge. I also contacted LG, Conns told me they may fix it faster, well it'll 3/5 days before someone contacts me. I filed with LG monday 2/24/2014 so we shall see. After reading all this complaints Conns has recieved (should have done this before buying ANYTHING from them) I WILL NEVER BUY ANYTHING AGAIN FROM CONNS......I have never experienced such lack of customer service as I have with Conns. Everyone that I have talked to from customer service to the service dept. they keep pointing fingers at eachother and I get the middle finger. I am not looking for a refund just FIX IT OR REPLACE....STAND BY WHAT YOUR STUPID RECORDING SAYS WHEN YOU CALL YOUR CUSTOMER SERVICE...I HOLD UP MY END OF THE CONTRACT NOW HOLD UP YOURS

Desired Settlement

I would like Conns to either repair my stove or replace it. I am not looking for a refund just FIX IT OR REPLACE....STAND BY WHAT YOUR STUPID RECORDING SAYS WHEN YOU CALL YOUR CUSTOMER SERVICE...I HOLD UP MY END OF THE CONTRACT NOW HOLD UP YOURS

Business

Response:

Thank

you for the opportunity to respond to [redacted] complaint regarding the

range that was purchased with us on 11/6/13, by [redacted]. Our records show on 2/21/14, Mr. [redacted]

contacted us regarding his range not working properly. Unfortunately, we were unable to locate an

authorized service provider in his area.

Mr. [redacted] was contacted on 3/7/14 and advised his range would be

exchange due to the delay. We show on

3/10/14, Mr. [redacted] picked up his new range and canceled his repair service

agreement.

If

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

1-877-358-1252.

Kind

regards,

Customer

Relations

Review: I purchased a sectional couch in March of 2013 and since a couple weeks after delivery we have had one problem after another! Now the first major issue I had involved the arm of the Chaise part of the sectional caved in and Conn's sent a repair technician from a company they contract called US Quality and when the man came he inspected the Chaise and told my wife he would write his report on his findings and I would be notified by Conn's. So I was notified that they would repair it and after arguing that it was unacceptable because the couch was brand new they agreed to replace the Chaise, so for that I was a satisfied customer. Moving on.....I have had approximately 4 technicians out here since then for the middle part the "armless" sofa because of the sagging back pillows to which they moved around the stuffing inside, needless to say they still sag! They claimed and put in their report that they added filling and that is a complete LIE because they brought in a bag of fill but NEVER used any!!! Then a technician came out because the cushions that you sit on sink so bad that you may as well remove the cushions and just sit on the springs....so that Technician said that he was going to recommend that the springs be replaced in his report and I should hear from Conn's in a few days well guess what I NEVER HEARD FROM CONN's!!! I had to call them and they claimed they called it's funny because I never received a call nor did they ever leave any message on my voicemail but when I did call I found out that the technician said that his findings were FINE and that there were no issues!!!!!!!!!! Next another technician comes out because of the same sinking problem and now my chaise squeaks as if it is 30 years old...so he says he would write his finding and recommendations and that it was definitely frame related.....guess what he also said everything was FINE in his report and CONN's won't do anything about it!!!!!! I bought a warranty and guess what it does me no good because they WONT FIX IT!!Desired Settlement: At this point I would like 1 of the 3 things below:1. They come pick up the entire sectional and zero out the balance of my credit account. (Let them use the money I have already paid as if I had "rented it")2. Replace the entire couch for all the inconvenience and headaches!3. Take back the couch and give me store credit for the original purchase price, to apply to whatever else I choose in the store!!!

Consumer

Response:

The issue still remains. I had another technician out on 1/**/14 and he claimed to me that the Chaise was un-repairable however when it got back to Conn's they are refusing to replace it they want to "fix" it however it is less than a year old and I requested it be replaced and they flat out refused! So now I feel like I am being lied to by Conn's and by the US Quality Furniture place that Conn's contracts out! I have also contacted Conn's service Dept. again to see if someone from Conn's can come out and they flat out refused and said absolutely no one from Conn's would come out that the decision rests solely in the hands of US Quality! What did I but a warranty for???? Conn's isn't losing any money by replacing it they send it back to the manufacturer and it becomes the manufacturer's problem!

Business

Response:

From: [redacted]

Sent: Wednesday, February [redacted] 2014 2:46 PM

To: drteam

Subject: Re: Revdex.com of Houston and South Texas- Complaint regarding Your

Business #[redacted]

Thank you for the opportunity

to respond to [redacted] complaint. Our records show on 3/**/13,

[redacted] purchased a Jackson Everest Furniture set with us and 48 month

Furnituregard. [redacted] contacted us on 4/**/13, stating the

armrest caved in and the pillows were sagging. A service call was set-up

and upon inspection the technician found the elbow caved in and protruded

through the cardboard. An exchange was approved on 5/[redacted]13 and a new

chaise was delivered on 5/**/13. [redacted] contacted us on 9/**/13,

and stated his cushions were sinking and sagging on his section. Upon

inspection the technician found the middle cushion was lower than the other

two. The service man restuffed the cushion cores to firm them back

up. On 10/**/13, [redacted] contacted us stating there were tears in

the seat cushion. A service call was set-up and upon inspection the

technician noted no tears were found and all springs and frames were

intact. He noted the center seat cushion was lower than the left and

right side. [redacted] mention the chaise squeaking therefore, the

service man tightens the spring clip and advised the customer that the lowering

of the seat cushion is normal with use. Notes indicate [redacted]

mention to the service man that she was trying to get a new sofa.

However, the request was denied because the sofa was up to the manufacturers

specifications. We have assessed [redacted] sectional 3 times since

then and each time the technicians have found the set to be upto the

manufactures specification. However they did note the middle cushion was

lower than the other 2. [redacted] contacted us on 1/**14, stating

the chaise had rips and tears and was making a cracking sound. Upon

inspection the service man found the seams on the chaise was separating and the

frame was loose.

[redacted] has been

contacted regarding her concerns and Conn’s has agreed to honor her request for

an exchange as a goodwill gesture. [redacted] is aware and will be

in the store to reselect.

If I may be of further assistance, [redacted] may

contact me at [redacted]

Kind regards,

Customer Relations

Review: My wife and I bought a couch, loveseat and recliner from Conn's on 1-**-2014.They offered free same day delivery.It was brought to our house on 1-**-2014.They showed up about 8:15p.m( which is too late)they brought the loveseat in & unwrapped in the livingroom @ first look it was ok. They brought they recliner in not wrapped and placed against the wall, I removed from the wall and noticed there was a big cut in the back. The delivery guys acted surpised (not good actors at all), I told them I was refusing the recliner and they took it back to the truck. They brought in the couch and unwrapped in in the livingroom and @ first glance it looked ok. While the delivery guys were there my wife called the sales man and told him about the recliner and the fact they were charging to deliver. He said they would get a new recliner out there as soon as possible and she would have to speak to a manger about the delivery charge. My wife spoke with [redacted] and he said the guys would bring the new recliner out Thursday and he would take the delivery charges off.Tuesday night as my wife and I are setting in our new couch's we notice the material doesnt feel the same and the furniture seems shorter that what was in the store. My wife and I took measurements of each piece,and she went to the store the next day and had [redacted] the store manger help her measure the set in the store.She went home and measured again, our set at home is 2" shorter in height and lenght and doesnt feel the same.I called corp and filed a complaint and they told us that Thursday instead of bringing the recliner they would just have the guys pick it all up since we were unhappy.Well thursday the delivery guys told me they dont pick up furniture they just drop off. Friday I went up to Conn's to have them come pick it up because no one will return a call!!! They told me I had to keep the furniture because I signed a contract before it was delivered!! So I loaded the recliner and told a few of their customer how bad of serivce they gave & I leftDesired Settlement: I am not happy with the furniture or the Customer Service they provide. I am still within my 30 day return policy and I want this furniture RETURNED!!! I think they are pulling the bait and switch. I DO NOT WANT THIS FURNITURE, I WANT THEM TO COME PICK IT UP LIKE CORP SAID THEY WOULD!!!I HAVE BEEN TRYING TO GET THEM TO COME GET THE FURNITURE SINCE THE SECOND DAY IT WAS IN OUR HOUSE!!!

Business

Response:

Thank

you for the opportunity to respond to [redacted] complaint. Our

records show on 1/*5/14 [redacted] purchased a Catnapper Voyager reclining

furniture set with a limited 1-year manufacturer warranty, he also received a

free Haier 39” LCD TV with a limited 1-year manufacturer warranty, and delivery

totaling $3,225.80. As [redacted] stated

in his complaint at the time of delivery the recliner was found damage

therefore an exchange was approved. On 2/**/14, we contacted [redacted] to

discuss his concerns; he expressed his dissatisfaction with his purchase. [redacted] was reminded of Conn’s Return and

Exchange Policy which states there are no returns or exchanges on furniture or mattresses

except for a manufacturer’s defect. If [redacted] is in need of service he may

contact Conn’s Service Department at [redacted] We have attached a copy of our Return and Exchange Policy that is given to each customer at the time of purchase.

If we may be of further assistance, [redacted]

may contact us at [redacted]

Kind regards,

Customer Relations

Review: I bought a brand new washing machine from the [redacted] location in Austin on February [redacted]. It was delivered on February [redacted]. I used the machine for the first time on February [redacted]. I noticed that water was dripping from the clothes after the final spin. I used the machine again on February [redacted]. I could tell the clothes were not clean and there was lots of water in the tub after the final spin. Not only that, I noticed that the clothes were not even getting completely wet until the rinse cycle. I called the service people that evening and they said they could come out to look at the machine on the following Wednesday, February [redacted]. The technician told me that this machine was broken before it was delivered to my home. There was a broken pulley and some belt had slipped off. I told him that I didn't want the machine and wanted my money back. I didn't want them to fix a broken machine that I had only had in my possession for less than 1 week. He suggested that I get in touch with the manager of the store. I called him that night. He said he had to call Corporate to see what he could do and he would let me know by Friday, February [redacted]. I took the broken machine back to the store today, February [redacted]. I told an employee there that I did not want the machine. He said I could exchange it or pay a restocking fee. I told him that I didn't want another machine. How do I know that the next machine isn't going to be broken? I just wanted my account credited and I didn't think it was right for me to pay a restocking fee. Later today, a manager called me and said I could return the merchandise, but I had to pay a restocking fee. One of the people we talked to said that if I had called within 24 hours, it would not have been a problem. I could have returned it without paying the restocking fee. I was delivered a broken machine. I just didn't know it in that 24-hour period. It was still broken. Is this how you treat all of your customers? You've just lost a good one.Desired Settlement: I want a full refund. That is, I want Conn's to refund to me the restocking fee they are charging me. I also want them to credit my account for the full amount I paid for the washing machine (including the extended warranty and delivery charges).

Consumer

Response:

I called [redacted] on Friday February [redacted]. She never returned my call. Had to get her number from the Corporate office. I called the store in Austin to get the number but the employee said he would have to take my number and have her call me back. He said he would not give me her number. Worst customer service I've ever seen. [redacted] is not interested in what I have to say. That's obvious from her nonresponsiveness. I don't see how these folks stay in business. She's the District Manager according to Corporate.

Business

Response:

CASE ID: [redacted]

Thank you for the opportunity to respond to [redacted] complaint. Our records reflect that [redacted] purchased a washer invoice # [redacted] on 2/**/14 with extended warranty. On 2/**/14 [redacted] called our service

department stating that the unit didn’t agitate and fill with water. A

technician was scheduled for 2/**/14.

[redacted] return request was approved without a restocking

fee minus delivery charges and processed on 3/*/14.

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

directly at [redacted].

Kind regards,

Conn’s Customer Relations

Review: this company requires that you have product insurunce for $490.64. the delivery persons tore the sofa when they delivered it. I had to call Conn's several times and no one showed up when scheduled. they then said the report wasn't complete. I had to call several times to get them to schedule the repair and told them I needed afternoon or Saturday and the repair tech was rude and said he could not come at the time I needed. I cannot take off work for this. Basically. Conn's mandates that you buy expensive insurance and then will not do the work or make it a very difficult process. It has been 3 months and still not repaired. It should be against the law to require a policy and then the service not be provided.Desired Settlement: for them to finance a policy and then not provide the service or make it demanding on the customer should be considered fraud. they said that I rescheduled the date but they only call 2 days before and you cannot take off work with just 2 days notice. they make you feel like a criminal for calling them.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show on12/**/13, [redacted] purchased a Catnapper Voyager furniture set which consists of three pieces; sofa, loveseat, wedge with a limited 1-year manufacturer warranty, with [redacted] received a free 40” Westinghouse TV with a 49-month Repair Service Agreement. Our records show on 2/**/14, [redacted] contacted us regarding her sofa; stating the sofa’s back side of sofa had a large rip. A service call was scheduled for 2/**/14, however had to be rescheduled for 2/**/14. [redacted] service call was cancelled on 2/**/14 due to being unable to reach her to give a new service date. On 2/**/14, [redacted] contacted us and her service call was reopened and scheduled for 4/**/14.

[redacted] has been contacted regarding her concerns and Conn’s has agreed to exchange her sofa. On 4/**/14 [redacted] reselect a sofa that is scheduled for delivery on 4/**/14.

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

Kind regards,

Customer Relations

Review: Back in Jan 2014, I had 3 separate accounts with Conns that were past due. I clld to make payment arrangements and the rep suggested that I combine 2 of the smaller accounts to reduce my payment which was fine. The 3rd, larger account would not be combined so we made pymt arrangements of $225.15 to be deducted from my checking acct for Feb ** and Mar ** to catch me up. The following week I received the refinance contract and ALL 3 accounts had been combined even though that was not what I agreed to. I did not make a fuss bcuz it was better for me to only have 1 pymt of $172.XX due on Feb [redacted] I also made sure to ask that the 2 previous arrangements of $225.15 be cancelled since the refinance got me caught up AND my pymt was less than the $225. I was truly shocked when on Feb ** I got an email from Conns that they had still processed the previous pymnt arrangement of $225.15. I clld and had words with them and advised them that I would give them 2 business days to return the money and then I would file a fraud claim with my bank. This is just what I ended up having to do. Of course I am speaking to many different reps this last month and getting confirmation that there are NO other pymnts that will be taken out of my checking account. Lo and behold, I get another email today that they have taken another $225.15 out of my account. What the hell? Every rep that I have spoken with including those at the Corporate level have swore up and down that there were no future pymnts that would be debited. Now I will have to file another fraud claim with my bank AND close this account. This is horrible. CONNS is full of liars, scammers, deceivers, and people who are not very competent at their jobs. I have spoken to them almost daily in the last month about my refinancing. I have been buying from them for 10 years and at this point I will no longer do business once these items are paid off. I am filing a complaint formally with their corporate office.Desired Settlement: I would like CONNS to refund my $225.15 and remove my checking information from their systems.

Business

Response:

Review: I opened a 0 interest account back in 2013. I have been trying since Dec/Jan to change my due date from the [redacted] to the [redacted]. I call in and I'm told to post date a check and then a request will be put in. This happened in Jan and Feb - in Feb I was assured that the request would be put in however, it wasn't I received a call today and was told that the request was denied and that my account is now no longer on the zero interest plan either - I am now on the 36 month plan with interest. This is not acceptable. I was told things would happen and they did not which now has my account past due. I also was never informed that this change had taken place. I feel like this is a tactic used in order to make people late - as I also can not log into the online account with out having to call in and have my password reset each time.Desired Settlement: I would like for my due date to be changed from the [redacted] to the [redacted].and for my account to go back to the zero percent interest plan that I originally signed up for.

Business

Response:

Review: I have purchased an item from them and since then I keep getting flyers. I called them and asked that it be stopped and I have received mailings since then on two different ocaissions. when I call them I have to wait a very long time, this is getting stressfulI WANT IT STOPPED NOW.Desired Settlement: IF THIS DOESN'T STOP WE WILL GO TO COURT AND MONEY DAMAGES WILL APPLY FOR STRESS DUE TO THEIR HARRASSMENT.

Business

Response:

Thank you for the opportunity to respond to Ms. [redacted] complaint. We would like to apologize to Ms. [redacted] for the experience she has

had with us. Conn’s has agreed to honor

her request and permanently removed her from our mailing list. Ms. [redacted] may/may not receive a mailer that

could have already printed prior to our response. If so, please accept out apology in advance.

Kind regards,

Customer Relations Officer

Review: in September I purchased a freezer and 3 patio sets. all 3 of the patio sets have issues. I have spoke to my salesperson, have had representatives of conn's to my home to inspect the product and all have told me it will be resolved right away. I have yet to get any resolution to this matter. I have refused to pay for items that are defective, have even spoke with 7 different people at company headquarters regarding all of this and still haven't received any help. I believe I have been overly patient, I mean really, 6 months is being more than fair !!Desired Settlement: apology and replacement of defective items. it would be nice to have some other form of compensation, but I am trying to stay realistic. I have already spoke with my attorney regarding thas , and hoping that I can resolve before taking them to court.

Consumer

Response:

I have not received any resolution regarding this matter. I have not been contacted at all.

Review: For approximately two months I have repeatedly contacted Conn's in regards to a property insurance cost added to a financed purchase of a mattress and box spring in the amount of $2143.00 (approximately). I faxed in the request proof of property insurance to hav the charge removed. I brought the documentation to a local Conn's to fax to the Insurance department. After two or three additional calls I learned that the document was not received. I then request that State Farm fax a copy of the proof of coverage. I later called to confirm the document was received but the account was not adjusted. I was assured by two separate manager's that once the insurance associated charges were removed from the account my balance would be $795.99. In good faith, I paid that entire balance 8 days before the pay off balance due date on March 15th. On March 27th, after making another call I was told that the proof of insurance was received by Conn's and applied on March 24th. However, the account was closed on the 23rd and would need to be re-opened to adjust the balance. I was advised at that time to allow three business days for the adjustment to be made. When calling today, April 4th, I was told (after being transferred literally 5 times) that the balance would not be adjusted off of the account because the March 23rd deadline had lapsed. I was also told that the remaining balance just needed to be adjusted off by a Customer Service Manager. Lastly, I spoke to a representative and Customer Service manager who both told me that the remaining balance was the result of a ten dollar balance being left on my account at the time of March 23rd (the due date) in addition to interest associated with that amount. I explained my frustration to the manager who did nothing but tell me that it would take an additonal 24 hours to pull the calls to verify all of what I had stated and then later a request could be made to write off the remaining. I explained to her that this process has been outdrawn and I wanted the issue resolved today. I also explained the inconsistent information I had received from as many as 7 or 8 Conn's representatives. I have no intentions at the present time to patronize this organization again. The service is poor and based on the inaccuracy of information, condescending tone, and lack of urgency of the leadership the management team is poor as well and poorly selected.Desired Settlement: I would like an apology for the unnecessary, unreasonable, undue stress placed on me as a consumer having adhered to the terms of my purchase. Secondly, I would like the issue resolved expeditiously as it is beyond long overdue. Secondly, I would like financial compensation appropriate for having been burdened with consistently having to follow up with Conn's to resolve an issue complicated and repeatedly miscommunicated by the organization.

Business

Response:

Thank you for the

opportunity to respond to [redacted] concerns regarding account

#[redacted] and her request to remove the interest charges from her

account. According to our records, Mrs. [redacted] signed a 32-month

installment loan contract, which included a 12-month no-interest

promotion on March 23, 2013.

According to our records the property insurance has been removed from the account as of March 26, 2014.

The total invoice amount for Mrs. [redacted]’s merchandise was $2143.34.

Mrs. [redacted] paid a total of $2134.34which left an invoice amount due of

$9.00. The account currently has an outstanding balance of $875.55.

However, as a goodwill gesture we are crediting the $9.00 remaining on the invoice and we will fore go the finance

charges of $875.55 and close the account. Once the account is closed, we will send a copy of the account ledger and a close out letter to retain for her records.

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

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. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

This is not my first time hearing a response similar to the reply provided by the Conn's representative. However, I have yet to see the manifestation of the resolution that has been discussed. Once the promised resolution occurs I will accept the response and respond stating such. Regards, [redacted]

Business

Response:

Thank

you for the additional opportunity to respond to [redacted]’s concerns

regarding account #[redacted] and her request to remove the interest charges from

her account. Mrs. [redacted] signed a 32-month installment loan contract, which

included a 12-month no-interest promotion on March 23, 2013.

According

to our records the property insurance has been removed from the account as of

March 26, 2014.

The total invoice amount for Mrs. [redacted]’s merchandise was $2143.34. Mrs. [redacted]

paid a total of $2134.34which left an invoice amount due of $9.00. The

account had an outstanding balance of $875.55. However, as a goodwill gesture we

have credited the $9.00 remaining on the invoice and have reversed the finance

charges of $875.55 and closed the account. Mrs. [redacted] will receive a close out

letter within 30 days confirming the account has closed.

We

value Mrs. [redacted] as a customer and sincerely apologize for any inconvenience

she experienced concerning this matter.