B And B Movers

Review: I purchased a living room on [redacted] at conn's, they delivered on Saturday [redacted] at 1:00 pm. After they left I find out that there were scraches on the side of the loveset and on one corner of the recliner, it was around 4:00 when I call the salesman [redacted], so they can exchanged them, he told me that he have to call the wearhouse, so I wait until 9:00pm for his call, he finally call me and told me that they were going to exchange it but he was waiting on a confirmation from wearhouse. He said he that delivering people were going to call me on Sunday morning to let me know what time they were coming to exchange my furniture, no one call me I waited all day, so I call salesman again and ask him what was going on, why no one called me, he said that he will check with wearhouse. He never call me back so I call him on Monday again and he said that he was waiting on a email from delivering center to let him know what time they were coming, Again. Every single day I had called him he told me the same thing that he is wating. Last time I talk to him was on Monday afternoon, since then no one have call me, I send them a letter requesting they attention to this matter and resolve it, no answer until today Monday [redacted].Desired Settlement: I just want them to exchange my furniture for a new one that is not demage.

Business

Response:

Review: Back in May of 2013, I purchased a new washer and dryer set from Conn's. I had made purchases from them in the past for small electronics and always received great service from the stores. Well, I cannot say that any longer. My washer has not worked properly since I purchased it. Repairmen have come out several times to fix the filter and now they are having to replace the drum because the bearings are not working. Its obvious that I have a defective washer machine, yet they refuse to replace it. I'm going on two weeks without a washer machine and Conn's repair service team could care less, but the funny thing is that If I'm one day late making a payment, I get about a dozen calls. they will not call me back, I don't know when my washer is going to be fixed and they refuse to follow the contract for my warranty or extended warranty that I purchase from them. Even the technician who came out this last time agreed that the machine was defective, apparently the machine was not put together properly from the factory, the service repair man said that he has seen this issue twice with Frigidaire machine, where they did not oil the bearings properly and that causes many issues, several parts will need to be replaced and he does not know when they will be in and no one in the customer service department is willing to do anything to assist me.It really saddens me when companies do not live up to their core values and mission statements. Here is Conn's:Conns offers appliances, electronics, furniture and mattresses, in addition to product repair, service, distribution, financing, insurance and other related services. Though Conn's has changed dramatically over the years, the customer continues to be the focus of attention and the reason for the company's continued success. The basic values and culture of the company continue to support Mr. Conns original goal to make sure "the Customer is Number One."so not true in my case.Desired Settlement: I want a new washer machine that is not defective and I want for it to be delivered to my home soon.

Business

Response:

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

5/**/13, [redacted] purchased a Frigidaire washer and dryer both with a

48-month Repair Service Agreement Plan. Our records show on 12/**/13; [redacted] contacted service stating the washer would not fill will water and would

not start on any cycle. A service call was scheduled on 12/**/13 with a 3rd

party vendor however; [redacted] contacted service stating the unit would not

drain properly and requested a Conn’s technician service the unit. A Conn’s

technician was scheduled for 12/**/13; upon inspection the technician found the

water pump filter had debris clogging it up which prevented the unit from draining.

The technician unclogged the water pump filter and checked the unit’s operations

system which tested ok through the cycles. On 3/**/14, [redacted] contacted

service again stating the unit would not complete a cycle. A service call was scheduled

3/**/14; upon inspection the technician found parts needed to be ordered. [redacted] was scheduled for service on 4/*/14 however; there was a delay for one

of the parts ordered and it is scheduled to arrive on 4/**/14. Once all parts

become available, [redacted] will be contacted to complete service. At this

time we are not able to honor [redacted]’s request for an exchange; we will

need to continue with service.

If we may

be of further assistance, [redacted] may

contact Customer Service at [redacted]

Kind regards,

Customer Relations

Review: 8/**/2013 I got a Spectre Touchsmart laptop and after 2 months having it I notice a small light come thru the bottom right of the screan but nothing big bu I decided to send it in to maybe fix it and after 1month 1/2 I call to see where is my laptop.Well they tell me that they been having problems with them laptops and discontinued them and no longer selling them and that my account will be credit. this laptop is 1,499.99 / 699.00 for the Intallation /warrnty. Total 3,504.96. thinking I could get a good one to study and go back to school & bad enough I really don't have very good credit so I decided to go to Conn's for one and been the first time trying them I get Conn'D out of my money and not the help 1-800# tell me Ineed to pay them 1,364.00 even if I dont have the laptop or this will go agains my credit, I pay my bills and I am trying to do better [redacted] but this one I just feel so taken for my money and no want to help all they want is the moneywhen I do not have a laptop.PLEASE THINK ABOUT IT BEFORE ITS TOO LATE, DONT DOO BUSINESS WITH CONNES , I HATE I DID AND I ALWAYS HAD GOOD BUSINESS WITH [redacted] , NEVER NEVER AGAIN WITH CONN'S.Desired Settlement: I JUST WANT MY ACCOUNT TO BE CLEARED AND GET MY MONEY THAT I PUT INTO THIS LAPTOP, MY DOWN PAYMENT AND THE MONTHS I PAID ON IT AND JUST PUT IT BEHIND ME..

Business

Response:

Thank you for the opportunity

to respond to [redacted] concerns regarding account [redacted]0.

According to our records, [redacted] signed a 32-month installment loan

contract on August **, 2013 for the purchase of a Spectre Touchsmart

Laptop. The total amount financed on the contract was $3504.96, which

included the following charges: $1499.99 laptop, $149.99 wireless network

installation, $699.99 warranty, $261.49 property insurance, $849.62 finance

charges. The contract also included a 12-month no-interest promotion for

the product.

On November **, 2013, [redacted] brought his laptop

in for service stating the bottom part of the screen right and left side was

sticking out and you can see the lights. We shipped the laptop

to HP per [redacted]’s

request, and HP stated,

this was physical damage and would not be covered under the MFG warranty. We

set up an out of warranty repair with HP for the estimate of $269.99, but the

repair was put on hold due to the part being on back order. Because [redacted] had accidental warranty on

the laptop, we canceled

the repair with HP and had the laptop sent back not repaired and submitted for an

exchange. Pictures have been provided in our response. The warranty that was purchased on [redacted]’s

laptop allowed for a

full credit of $1499.99 + tax $123.75= $1623.74. This credit applied to

[redacted]’s account on December **, 2013. The balance/payoff remaining is for the

warranty, insurance, and now accrued finance charges due to the loss of the

no-interest offer as the account is now in a past due status. Since the

warranty allowed for the credit, [redacted] is still responsible for the

warranty as well as the accrued finance charges and insurance premiums.

However, in the event [redacted] has a homeowner or renter’s insurance policy,

he can fax a copy of the declaration page to[redacted] As long as the policy shows coverage from the date the account opened to

present, he will be able to receive a full insurance credit and that charge

will be subtracted from the balance/payoff.

[redacted] has been

contacted regarding his concerns. Although

we are unable to honor his request for a full refund we are willing to offer him

the option to pay the remaining invoice amount of $222.46 to close the account

as a gesture of goodwill.

If I may be of further

assistance, [redacted] may contact me directly at [redacted]

Kind regards,

Review: My complaint type is actually two classified issues,first issues is that Conns furniture and appliance store in Albuquerque NM, is not following my customer contact of no interest for one year from data of purchase. I Purchased the product of an LG washer and dyer in July 2013 for the price of $1859.86 before tax and interest. I have not owned the product for one year yet and I have made six payments of $110.00. I recently wanted to pay off the remaining total and when viewing my online account I come to realize that my balance has not moved down considering I've made several payments. Which leads me to my next issue of billing and collection. I contacted Conns to find out why my balance has not come down and they responded that my payments have been going to the interest and insurance for the product. However, I have a printed letter stating that they are honoring my one year cash option plan from the date of August [redacted] 2013 and it expires on the date of July [redacted], 2014. Regarding the insurance that was added to my balance, I was told when I pay off the balance in full they would deduct the insurance off the total balance. Most recently I contacted them to pay off the total balance and now they are telling me that now I have to pay the whole amount with the insurance. I was told I have to have insurance on the product unless I had home owners insurance, which I then told them I do and I can bring them a letter from my insurance agency Allstate. I have yet to do so in bring the letter from my insurance agency because they are refusing to give me a pay off balance. I have chosen to contact the Revdex.com in this issue of Conns not honoring my twelve month cash option. I am highly aggravated with conns customer services. Since these issues I have stopped making my monthly payment since February and I am now being harassed daily Monday-Sunday and when I speak with them about my issues they respond with inconstant information. I just wish to pay off my balance with no interest or insurance fees and be done.Desired Settlement: I would like to keep my products, and pay off the total balance without being additionally charged for fee's I didn't agree to, and for the contract to be honored in what was stated of twelve month cash option and no additional fee of insurance and for the payment's I've made to go toward the principal balance bring my total rightfully down.

Business

Response:

Review: On [redacted], I purchased a stove/oven from Conn's and it was delivered about the [redacted] The first time I used the oven was on [redacted] for a dinner party with friends. When I tried to turn the light on to look in the oven, the door locked and I got an error code on the control panel. I was able to unlock the door with the "cancel" code and finished my dinner in the toaster oven. The next day I called the salesman and told him what had happened and he told me it would be taken care of. Because this was a warranty issue I had to wait for a third party repair service to call me. To back up to the day we made the purchase, this was a floor model and had an "as is" sign on it. I asked the salesman if that meant there was something wrong with it and he said "no, it was just a floor model and because it would not be delivered in the original packaging, they had to show it "as is". We also discussed the service contract which they wanted me to buy at which time I asked "doesn't it have a one-year warranty" and he said "of course" At no point was I told that because it was a floor model, I would not be covered. The invoice did state "no refunds, or returns" but being the trusting person I am, did I ever question the fact that if it did not work, that would apply. The service man came on [redacted], checked the oven, and said he would have to order a new "control panel" which he did and returned on [redacted] with a new panel. It still gave the error message, so he said he would have to get another control panel. He returned on the [redacted] with another one, it appeared to work well, but on the [redacted], I tried to use the oven and when I tried to turn the oven light on, the door locked and we got the error message. He returned on the [redacted], called the factory to see if they had any suggestions, worked with the tech line, but now has ordered the 3rd control panel. Conn's is telling me that since it was a floor model I have no recourse and I am stuck with it!!! Not acceptable!!Desired Settlement: Originally, after the third service call I asked them to pick it up and allow me to purchase a replacement. (Which will cost more!) However, since they have been so disagreeable, given me the runaround, and have changed their story every time I have calld, I want a refund and I will purchase a stove/oven elsewhere.

Business

Response:

Review: I purchased a refrigerator on 4/29/14 it was delivered on 5/3/14 & left in the middled of my kitchen floor not connected or pushed backed. Once I connected it, I found that the ice maker doesn't work and it's too big for the space. It blocks my back door which is a fire hazard. I have ask conns for over a month now to come and pick up the refrigefator and replace it with one the works and one that doesn't block my back door. Nothing has been done. I have got the run around from the first day I called and it has continued.Desired Settlement: Before I purchased the products the salemans explains that if there was any problem with my items as in if they didn't work or didn't fit because other customers has had to bringd things back because they didn't fit in their house and etc...it would be taken care of and that's exactly what I want him to do is take care of the problem and stop giving me the run around.The salesman the manager and even the corporate office hasn't helped at all.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 4/29/14, Mrs. [redacted] purchased a LG refrigerator from us. Our records indicate Mrs. [redacted] was scheduled for delivery and received her refrigerator on 5/03/14. Mrs. [redacted] contacted us on 5/14/14, stating her refrigerator was too large for her residence and she wanted to exchange it. After reviewing Mrs. [redacted]’ complaint Conn’s has agreed to offer Mrs. [redacted] the option to return or exchange her refrigerator with the $129.99 exchange fee. We attempted to contact Mrs. [redacted] of this offer, but we were unsuccessful in our attempt. Mrs. [redacted] may visit her nearest Conn’s store to reselect. We sincerely apologize to Mrs. [redacted] for the experience she has had as a result of delay.

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

Kind regards,

Review: I purchased a ** touchscreen computer from the Mesa, AZ location on [redacted]. I did not open the box for one week because I did not have my computer desk set up. When I opened it and removed the monitor cover, it was quite damaged. I was told to return it to the store. The store informed me that because it was one week after purchase it would need to be sent out for service even though they doubted it could be repaired. Two weeks later I found out it hadn't even left the store yet. I made a request for a refund or credit to my account prior to the 14th day. After a month, my computer arrived at the service location (because the Operations manager in Mesa, AZ didn't have a box to ship it in). The service center contacted me and told me they were shipping it back to AZ because it should have been exchanged in the store because it was damaged straight out of the box. I have purchased another computer from another store in the meantime and just want a full credit to my account prior to the due date of my first payment on [redacted]. I should not be charged any restocking fees either after this long and still unresolved ordeal.Desired Settlement: Full credit to my account with no restocking fee.

Business

Response:

Review: I purchased a mattress from Conn's on [redacted]. I sent all proper documentation and receipt from Conn's to receive a $75.00 rebate. All documentation and Conn's personnel state that rebates will be received within 8 weeks. Unfortunately that time has come and gone. I have called Conn's and their rebate center several times and they inform me that they made a mistake and it will take another 10 weeks before I can receive my rebate. As of today I have waited exactly 20 Weeks for a rebate that should have taken 8 weeks. Waiting another 10 weeks is completely unacceptable and truly isn't fair for the customer. I have called and spoken with several supervisors at the Conn's office. At this point waiting a total of 30 weeks for a rebate is just not fair for me as a customer.Desired Settlement: The best things Conn's can do at this point is try to make the situation right by allowing me to pick up a rebate check from their office locally or by Conn's skipping their rebate center and deal with me directly. I will probably not shop at Conn's again because the frustration is to much for a rebate.

Business

Response:

Review: I bought a [redacted] & [redacted] mattress set that cost over $2300.00 from Conn's and they told me it had a lifetime warranty on it but I have had it for 11 months and a huge sink hole developed in the middle of the bed. I called and they made me wait a month before they finally came out and the guy told my husband it was a factory defect in the mattress set but I would have to call Conn's in 3 days to see what Conn's decided to do about it so I called and first they told me the mattress was dirty and I told them that the guys that delivered it drug it on the ground and tore the plastic and there is a 3 inch square on the side and I called Conn's as soon as the guys left, the same day it was delivered and reported to the Conn's manager that the guys had got it dirty and I was told it wouldn't make any difference in the warranty. When I told the manager at Conn's about the delivery guys getting the mattress dirty,he then said the tag had been removed from the mattress and it voided the warranty. Then I was told we had cut the tag off but we didn't remove the tag from the mattress so the guys that delivered it must have removed it because I never saw a tag on the mattress and I would have seen it when I was putting a sheet on it so there wasn't a tag on it. If I had been told the tag had to be on it or the warranty would be voided I would have checked to see if it had a tag. I asked for the company that made the mattress so I could call them but Conn's refused to give me the name or Phone number. Conn's has lied to me since the day I purchased it. I was suppose to get a free comforter set with it which I never got and now Conn's claims the warranty is voided because the consumer tag is missing from the mattress. I bought this expensive mattress set because I am old and my back hurts so I didn't mind paying for it but now its broke and its causing me severe pain to sleep on it but they refuse to honor the warranty and give me a new mattress set.Desired Settlement: I want a new mattress set, one of equal or better value. The guy that came out told my husband that the box springs were defective and it caused the mattress to mess up so I need a complete mattress set just like I paid for. Conn's no longer sell the [redacted] & [redacted] Mattresses but I would settle for what Conn's does sell but it needs to be equal in price or I need a refund of the difference in the price of the mattress sets.

Business

Response:

Review: This is a complaint against Conns and Conns Credit business practices. Conns contacted me regarding debt that was payed. Conns misplaced my payment funds and have sent my contact information to be mass called 3 times an hour from collectors keep requesting payment for a debt already paid. Conns informed me to fax proof of payment and they would only then stop calling. Proof of my personal bank statement was faxed to conns but yet I still get calls requesting payment.

Conns is also calling my business numbers after being told they can't call the number because it could affect my employment. Conns disregards all of my efforts and have loss my funds. Now I plan to seek legal action if this matter isn't fixed immediately!Desired Settlement: Stop contacting,

Credit account,

Business

Response:

Thank you for

the opportunity to respond to [redacted] concerns regarding payments applied

to her account. [redacted] stated she

made two payments that have not applied to her accounts. [redacted] also stated she faxed in a copy of

her bank statement as proof; however, she has not received credit.

According to

our records, we received a fax regarding [redacted] accounts; however, the statement

provided did not have [redacted] name or bank account number listed. We ask that [redacted] fax in a copy of her

full running bank statement so we may verify the information and research the

payments further.

[redacted] can

fax that information to [redacted].

Once we receive the full bank statement that includes her name and

account number, we will research the matter further.

As requested

by [redacted], we have placed a cease and desist on her employer’s telephone

number. If she should receive any

further calls at her employment, we ask that she contact us immediately so we

may address this issue further.

We value [redacted] as a customer and sincerely apologize for any inconvenience she has

experienced due to this matter.

Business

Response:

Thank you for

the additional opportunity to respond [redacted] concerns regarding payments

that have not been credited to his account.

We appreciate [redacted] attaching a copy of his bank statement so we

could research the accounts further.

We were able

to locate the missing payments in the amounts of $60.04 and $69.82. We are in the process of crediting the

payments to [redacted] accounts. Please

allow 3-5 business days for the payments to process.

We value [redacted] as a customer and sincerely apologize for any inconvenience he has

experienced due to this matter.

Thank you,

Credit Help Desk Specialist

Conn's

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: We ordered a sofa from Conn's and when delivered on February [redacted], 2014, the delivery men got the sofa half way into our living room and noticed they had scratched the back, I told them it was fine, it would be against the wall, and the scratches were minimal. They then told me they could not leave the couch, so they left with our sofa, stating it would not fit. (as I stated earlier, it was half way into the door) I went into the store on Monday and selected a new sofa and added an air conditioner to our order. It was supposed to be delivered to us on February [redacted] 2014. We receive a call that morning stating the delivery men had damaged our chaise lounge, but would bring half the sofa and the other half the following week. I told them I wanted it delivered all at once. The following Saturday, March [redacted], 2014, they stated they tried calling three times to set up delivery date. We never received a phone call. Conns has not tried to resolve the issue, they stated they would call and have never returned our calls. We have wasted three Saturdays waiting on our furniture, and no resolution.Desired Settlement: We ordered a sofa from Conn's and when delivered on February [redacted] 2014, the delivery men got the sofa half way into our living room and noticed they had scratched the back, I told them it was fine, it would be against the wall, and the scratches were minimal. They then told me they could not leave the couch, so they left with our sofa, stating it would not fit. (as I stated earlier, it was half way into the door) I went into the store on Monday and selected a new sofa and added an air conditioner to our order. It was supposed to be delivered to us on February [redacted] 2014. We receive a call that morning stating the delivery men had damaged our chaise lounge, but would bring half the sofa and the other half the following week. I told them I wanted it delivered all at once. The following Saturday, March [redacted] 2014, they stated they tried calling three times to set up delivery date. We never received a phone call. Conns has not tried to resolve the issue, they stated they would call

Business

Response:

CASE ID: [redacted]

On March [redacted] 2014, you provided the following information:

Thank you for the opportunity to respond to [redacted] complaint. Our records reflect that [redacted] purchased a sofa and

chaise via invoice #[redacted] on 2/**/14.

Upon delivery due to the design of her home we were unable to push the sofa

past the wall located immediately within the door way. The customer was

informed that they would need to reselect. [redacted] contacted the store to cancel

the reselect on 3/*/14 and purchased an AC Unit today3[redacted]14 as a separate

transaction. We apologize for the inconvenience the [redacted] experienced. A

customer gift card is being sent to the customer as a goodwill gesture.

Kind regards,

Conn's Customer Relations

Review: I purchased a washer dryer and a dishwasher from conns on 3-27-2014 totalling 2711.56 it was supposed to be free delivery. Because I told the sales rep I wanted to take it home myself and she said I get free delivery since purchase was over 699.99. When delivered I didnt need dryer hose they charged 14.99 for so I sent it back. They told me the credit would be on my account. I called the amarillo tx store manager amd he said he would to the credit it never got done. I called customer service 3 times about the refund for both deliver and 14.99 dryer duct I just kept getting the run around. Transferring me from place to place. Its been a month now anf still nothing has been done.Desired Settlement: I want the 79.99 and the 14.99 plus applicable taxes that I paid refunded to my account

Business

Response:

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

3/27/14, Mr. [redacted] purchased an LG washer and dryer, LG dishwasher, GE dry

cord, GE dyer duct with clamps and delivery totaling $2711.56. Our records show

as of 5/2/14, a refund of $16.23 has been processed to Mr. [redacted]’s account for

the dryer duct with clamps that were never received. After further review and

research, we show Mr. [redacted]’s purchase did not qualify for the free delivery

rebate offer when the purchase was originally made. At the time of purchase, we

offered free delivery on all appliances $699 and up however; Mr. [redacted]’s

appliances were all below the required purchase amount. As a good will gesture,

Conn’s has agreed to honor the free delivery rebate offer and refund Mr. [redacted]’s

$79.99 delivery fee.

If we may

be of further assistance, Mr. [redacted] may

contact Customer Service at [redacted]

Kind regards,

Customer Relations

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,

I purchased a washer, dryer and dishwasher from conns on march 27 2014 I bought the extended warranty and was supposed to get free delivery. I canceled the extended warranty on april 15 2014 because I found it cheaper somewhere else. I was told it would take about 2 weeks to have it removed. I waited 2 weeks and it wasnt removed from my account so I called conns customer service and they told me that it could be up to a month and that it doesnt show they recieved a cancelation for the warranty. So I called the amarillo conns and spoke with [redacted] the general manager, he sent a email telling them to remove the delivery charge and extended warranty. I called conns this morning and it has yet to be removed. I called [redacted] again to have him get ahold of someone in corporate and has this taking care of today but he says he cant get ahold of anyone in corporate.

I want the cost of the delivery charge anf all 3 extended warranties removed plus all taxes I paid.

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted] rebuttal. Our records reflect

that Mr. [redacted] warranties were cancelled and a full credited was applied to

his account on 5/21/14. A delivery

refund check was mailed to his billing address on 5/6/14. We have

also mailed a copy of his account loan history for his records.

If we may

be of further assistance, Mr. [redacted] may

contact Customer Service at 1-877-358-1252.

Kind regards,

Review: I purchased a refrigerator from Conn's on [redacted]. I waited 72 hours before trying the ice maker so the refrigerator had time to produce the ice. The ice maker was not working. I called Conn's to multiple numbers to complain about the issue. I spoke to several representatives and they were very rude and they hung up on me whenever I would ask for their name. I asked about return policy and they informed me that I would have to pay a 15% restocking fee and I only had 30 days to return the item. A technician came to check the refrigerator and said that I would receive a new refrigerator because I was still within the 30 days and repairing the part would not solve the issue. He said he would inform his manager and the manager would contact me within 24hrs. I never received a phone call so I contacted them and they said I would not receive a new refrigerator and they would only replace the part. They also stated I would need to have the part repaired before they accept the item as a return. The technician came back a week later and just said he ordered the part and it would be here in 3-5 days. Conn's is just giving me the run around and using up the 30 days so I will no longer have an option to return the item it will be too late. I will be stuck with a refrigerator that may have issues in the future even if the part is replaced and repaired.Desired Settlement: I would like Conn's to take the item back and not charge me the 15% restocking fee because the item was already damaged when I received it. I no longer would like to deal with Conn's they are so rude and continue to just refer me to someone else each time and I feel no issue is getting resolved and they don't care that I have an item that is not working correctly.

Business

Response:

Review: I purchased a bed on 9-19-2014, it was delivered 9-20-2014. When the delivery person took the plastic off I noticed the mattress cover had a fray where the fabric looked as though it was coming apart. I went to the store asked for the Mgr. on Tuesday 9-23-2104, he was not in, spoke to a salesperson, showed him a picture I took with my phone, he gave number to call, I did that, it took forever for them to get to the right person. The sent [redacted] out, he thought it was a [redacted] went out to get a cleaner, that did not changed the mattress because it is not a [redacted], the mattress fabic is pulling apart. I have called and spoken to everyone at Conn's, they have in turn told me that I waited too long. I went in the store on 9-23-2014, continued to call, I am not spending $1200.00 on something that is defective!Desired Settlement: Either they can pick up the bed or bring a new mattress.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 9/19/14, Mrs. [redacted] purchased a Sealy Avila

Vista full mattress with a limited manufacturer’s warranty. Mrs. [redacted] delivery was scheduled for 9/20/14 and she signed her delivery ticket

acknowledging she received her mattress in good order.

We received Mrs. [redacted] complaint and found she contacted our service

department on 10/01/14 stating there was tear in her mattress. A service

appointment was scheduled for 10/16/14; upon inspection the serviceman found there

were snags in the mattress and the stitching was coming loose. Our records show

on 10/22/14; a furniture coordinator attempted to contact Mrs. [redacted] to

notify her that the reported damages were not covered however; they were

unsuccessful in their attempt.

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

exchange; based on the serviceman’s findings and the photos provided, the

reported damages are not covered by the manufacturer’s warranty. We have included

a copy of Mrs. [redacted] signed delivery ticket and inspection report in our

response.

If we may be of further

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

Review: On [redacted], I purchased a [redacted] from this location and was told they would only deliver out in my area Tuesday and Thursday. I scheduled it for [redacted] and took a vacation day at work to wait for delivery. The delivery came fine and the men unloaded it from the truck. I was delivered a USED mower. It had grass all over the deck and it was scratched down both sides. I refused delivery and had them load it back up. I called this store back and talked to the [redacted]" who said they would not deliver it out to me again that day and I would have to take another day off to receive delivery. Then I asked for a refund and he said he couldn't refund it yet.Desired Settlement: They need to deliver me a NEW mower instead of a USED mower on a day in which I choose. Like a Saturday.

Business

Response:

Review: We purchased a sofa in January from them that was suppose to be all leather. By the End of February I noticed that the material was starting to flake. I called and reported this the first week in March. As of today, Conn's still has not fixed, replaced or done anything with this sofa. We have called every week for the last two months and still nothing.Desired Settlement: I have tried to resolve this matter with Conn's however, nothing has been done. I would like a full refund so that I can go somewhere else an buy a sofa that is not going to come apart with 2 months of us having it.

Business

Response:

Thank you for the opportunity to

respond to Mrs. [redacted] complaint.

Our records show on 1/18/14, Mr. [redacted] purchased a Catnapper Nobel

loveseat with a 1-year limited manufacturer’s warranty. On 5/19/14, Mr.

[redacted] contacted us stating the staples are coming out of the loveseat and

the leather is flaking on the armrest. A service call was scheduled for

6/14/14; upon inspection the technician found the arm covers and bottom casing

cover needed to be ordered for repair. The parts were ordered however; we found

there was a delay in getting the covers.

We have contacted the manufacture on Mrs. [redacted]’s behalf and we are

committed to getting the parts needed to complete the repair as quickly as

possible. We have been advised the

covers have been shipped and are scheduled to arrive on 8/5/14. Once we receive the parts, Mrs. [redacted] will

be contacted to schedule a repair date. Although

we are unable to honor Mrs. [redacted]'s request for a refund at this time, Conn’s

will agreed to replace Mrs. [redacted]’s loveseat if the cover is not received as

scheduled.

If we may be of further

assistance, Mrs. [redacted] may contact Customer Service at [redacted].

Kind regards,

Customer Relations

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.

First, I have been trying to get this matter resolved since MARCH, not May. I contacted the service department in March requesting someone to come and look at my sofa. No one showed up until June 17, 2014 after many many phone calls requesting someone to look at it. There is more wrong than just the arm casings and the staples coming out. The service guy that came out noted that on the bottom of the foot rest, it was rubbing up against the arm casing and therefore the leather is ripping ever time you recline the sofa. Replacing just the arm casings is not going to fix the leather all over the sofa. There is flakes missing all over the sofa. I am really tried of getting the run around. I have been a customer of Conn's for many years and I have always paid my payments on time. Therefore, I feel that Conn's should take care of this issue and replace this sofa that is falling apart.

Regards,

Review: I BOUGHT A DISCOUNT OVEN BUT IT CAME WITH SO MANY MALFUNTIONS STAFF ON UNIT AND A MICROWAVE OVEN TOO, AND ALSO THE SALE'S PERSON CHARGE A FEE THAT IT WASNT AUTHORIZED BY ME, THIS FEE IS SOME KIND OF INSURANCE HOME PROPERTY ON THE BILL($ 86.16), WE TRY TO TALK TO THE MANAGER FROM CONNS BUT HE SAID IS GOING TO CHARGE A RESTOCKING FEE %15, I WILL NOT PAY THIS FEE.

Product_Or_Service: STOVE GAS

Order_Number: [redacted]-001

Account_Number: PENDINGDesired Settlement: DesiredSettlementID: Refund

REFUND MY FULL MONEY BACK, BRAKE DOWN AMOUNT:$ 895.21 INVOICE CHARGE / $ 981.37 CHARGE WITH INSURANCE HOME PROPERTY FEE

Business

Response:

Thank you for the

opportunity to respond to Mrs. [redacted]'s complaint. Our records show on 4/23/15, Mrs. [redacted] purchased a Frigidaire gas

range and a Frigidaire OTR microwave with a 1-year manufacturer warranty on

both units. Mrs. [redacted]’s signed invoice indicates at the time of purchase

she acknowledged she was provided a copy of Conn’s Return and Exchange Policy

which states: A consumer has 30-days from the date of purchase to return or

exchange (electronics or appliances) with a required 15% restocking fee.

Mrs. [redacted] elected to pick up her range from the El Paso, TX location store

#176 and elected to pick up her OTR microwave from the local El Paso, TX

warehouse location #124; we show Mrs. [redacted]’s pick up was complete on 4/28/15.

After researching

Mrs. [redacted]’s complaint we found Mrs. [redacted] went into her local Conn’s regarding

the property insurance that was purchased. Mrs. [redacted] was advised she

would need to provide a copy of the declaration page of her home owners or

renters insurance to have Conn’s Property Insurance cancelled from her

contract/account. Our records show Mrs. [redacted]’s information was received

and the Conn’s Property Insurance was cancelled and a credit of $106.84 was

applied to her account on 5/14/15.

Conn’s has agreed

to honor Mrs. [redacted]’s request and return the range. Mrs. [redacted] has been in

contact with the store manager regarding the approval.

Kind regards,

Review: I made a purchase in December 2014 of a couch and bed. The agreed upon price in the store was around $3000. We signed the contract agreeing to the $3000 total and estimated payment of around $250 per month. When the bed a couch were delivered, there were pieces missing. The couch did not come with the end piece that we had ordered, so there is a metal rod stick out of our couch and there were not legs for the couch ottoman. Our bed when plugged in will sometimes work and sometimes it will not. When have never, still to this day, received a statement in the mail with what we owe or when a payment is due They start making harassing phone calls after the payment is late. We have made several attempts to have insurance removed for the account that we declined and it was still added to our account. We have $300,000 in homeowners insurance, we do not need theirs. We have had constant run-arounds with corporate and local store with no one able to help us. The store its self has useless and unprofessional customer service. While talking with everyone today (04/25/15), we were told 3 different totals for our amount due. No one is knowledgeable at this store or at this company. They refused to help us and keep demanding payments with no sympathy to our situation or recognition for what they have done to us.Desired Settlement: We would like to return the merchandise and owe nothing due to their errors. Due to the fact that we have tried several times in store and over the phone with corporate to adjust billing and after several failed attempts want to be done with the company entirely. We would like to have no affiliation with Conn's ever in the future and will defer all others interested in Conn's.

Business

Response:

Thank you for

the opportunity to respond to Mr.

[redacted]’s concerns regarding his account.

According to our records Mr. [redacted] signed a 24-month retail

installment contract on December 14, 2014.

This contract included a Tempurpedic (Cloud Supreme) queen mattress,

Tempurpedic (Up) queen adjustable base, and a Jackson Furniture set which

consisted of three pieces (left sectional, armless sofa, and ottoman) totaling

$6,021.14. Mr. [redacted]’s signed invoice indicates at the time of

purchase he acknowledged he was provided a copy of Conn’s Return and Exchange

Policy which states: No Returns/Exchanges on: Furniture, mattresses, décor & accessories unless inspected by a

Conn’s Service Technician and found to have a manufacturer’s defect.

Mr. [redacted] opted to have his items

delivered. Mr. [redacted] signed his delivery ticket and delivery receipt

acknowledging all items were delivered and received on December

15, 2014 in good order. Mr. [redacted]’s signature on his delivery

ticket and delivery receipt acknowledges he thoroughly inspected his

merchandise for damages and made aware that an exchange or price concession

would not be authorized for damages discovered after the delivery.

Mr. [redacted] has not made an attempt to

contact our service department regarding the furniture. We reviewed Mr.

[redacted]’s retail installment contract and found he signed acknowledging he

was aware property insurance was added to his account at the time of

purchase. Mr. [redacted] provided a copy of his homeowner’s declaration

page and received an insurance credit in the amount of $919.36. Pleases note, an insurance credit will not

reduce the minimum monthly payment due.

Mr. [redacted]’s retail installment contract

also provides detailed information regarding each item that was purchased, the

prices of each item, the total amount financed, and his monthly payment amount.

We have included a copy of the signed retail installment contract, payment

history and delivery ticket for his records.

We value Mr. [redacted] as a customer and appreciate him bringing his concerns to our attention. If we may be of further assistance, Mr.

[redacted] may contact our Customer Service Department at 1-877-358-1252.

Review: I came in the store to pay Conn's $[redacted]. The woman in the store assured me my account was up to date and nothing aside from the [redacted] would be taken out. The very next day they take out a payment of [redacted] from my bank account. I called and the customer service rep said it would take 72 hours for the money to be returned. It never was. When I called back to try to resolve the issue again,I get the same textbook answer of "oh it was supposed to be 7-10 business days with no willingness to help or understand the problem. I was told I wasn't allowed to speak to the refund department and then put on hold for 20+min every 5 min that I asked a question or to speak with a supervisor. My bank account is now overdrawn because of this as well as my rent check bounced because not only did they take money that they weren't supposed to, they won't put it back on time or anytime and can't tell me when I will get it back.Desired Settlement: I expect my payment to be refunded as well as the overdraft fee from my bank in the amount of $24, the bounced check fee from my rental office of $50, the late fee from my rental office in the amount of $75, and $10 per day from the 4th-10th (7th business day) for everyday it has been late, $70. I had the money to cover all of this until they screwed up after I verified this wouldn't happen and then again verified that it should have been put back on time.

Business

Response:

Thank you for

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

#[redacted] stated she made a

payment in the amount of $[redacted].00 on her account and the next day a draft in

the amount of [redacted].00 was debited from her bank account.

According to

our records, we received [redacted]’s payment in the amount of $[redacted].00 in cash

paid at store **. We do not show that a

payment of $[redacted].00 was debited from her checking account the next day. We have provided a copy of [redacted]’s

payment history for her records.

If [redacted]

believes this is an error, she will need to fax a full running bank statement

for us to research the payment further.

[redacted] can fax that bank statement to [redacted] for further

review.

We value [redacted].

[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 [redacted], and have determined that this proposed action would not resolve my complaint.

I have followed all necessary outlets and procedures to apply for my refund after I was told by conns to fax in my bank statements and any necessary documentation to resolve the insufficient funds fees that resulted in this problem. No one even bothered to call and tell me my refund was denied. I had to call back and I constantly get the run around and get talked in circles to. I have never experienced such terrible customer service for paying my account so far in the green. Each person I talk to gives some excuse as to why I can't even get a straight answer or that basically I screwed up by trying to pay off account sooner. I was told I should have tried to cancel my payment, I did. I should have made sure that it wouldn't be a double payment, I did. I authorized a payment for the [redacted] of [redacted] not the first of [redacted] and no one told me that it could take up to 10 days otherwise I never would have made the agreement. The business practices are so backwards and shady and no employee or manager even cares to try to resolve this issue and keep trying to pass you off to someone else and get you off the phone. I just want my money back that was wrongly taken.

Regards,

Business

Response:

Thank you again for the opportunity to respond to [redacted]'s concerns regarding her account. We have no record of receiving [redacted]'s bank statement showing the payment and the NSF fee. If [redacted] will fax the full running bank statement to the fax number provided in our first response, we can address her concerns further. Please note the account number on the fax for a faster response.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.

[Provide details of why you are not satisfied with this resolution.]I faxed my bank transactions, as my current statement has not been released yet, and my rental office description of fees that resulted in the nsf to the number provided ( with my account number and att refund dept) and I was told my refund got denied, so was it or was it not received because I will happily resend it if that's what it takes.

Regards,

Business

Response:

Thank you again for the opportunity to respond to [redacted]'s concerns regarding a refund. [redacted] has provided the additional information needed.As a one time goodwill gesture, we are in the process of refunding the payment of $[redacted].50 authorized by [redacted] on [redacted]. Please allow 7-10 business days to process the request. Thank you,[redacted]

Review: I purchased a TV from Conns it was supposed to come with a free keyboard. When I realized they did not deliver it. I called the store and left a message for the manager on 2 occasions. They did not return my phone call. I called customer service, I called delivery and I called the story multiple other times. All of which said they would look into the matter. I know a repair ticket was put in but I was never called to tell what happend with that. The store instead of apologizing said it had been over 30 days. Well it had not been over 30 days since I called and left the first messages with no response. I am very disappointed with the service after the sale. If I had a customer that spent 5800 dollars with them. I would at least apologize and return their phone call.Desired Settlement: I would like a keyboard and I would like an apology from the store manager for not returning my call.

Business

Response:

Thank

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

a Washer, Dryer, 65” LED Tv and received a free TV keyboard values at $99.99. Our records indicate [redacted] signed

acknowledging her products were delivered on 11/**/13.

[redacted] has been contacted regarding her concerns and although we show the

products were all delivered, Conn’s has offered [redacted] a $100 gift card as

a gesture of goodwill. [redacted] gift

was mailed 2/*/14, via US Certified postal service.

If

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