B And B Movers

Review: I completed a voluntary return to the conns location at [redacted] on 12/*/2013 due to a service issue. I contacted the conns customer service line ad was told by one of the reps. that I need take product back and have inspected by the Store manager and ask for a voluntary return form. They also told me to ensure that I have the store manager fax paperwork over to the corporate office and they would reconcile y account. The store manager told be that I would have a small remaining balance of 100.00 are less and I told him ok. I took pictures of the product to verify the state of the return conditions to ensure that conns did not get over on me. Needless to say 48 days later I am still receiving harassing calls from conns daily stating that I owe them 704 dollars for product that I have not had. They also asked me to go back into the store and get a copy of the ROM because they cannot get it from the store manager. This is not my job and Conns should be held accountable for there poor customer service and actions. I am furious and would like to file a complaint against conns. They have also reported late payments statuses to the credit reporting agency.Desired Settlement: I would like Conns to settle out my account within the next 5days and also pay me for the harassing phone calls and for my time of having to run around to get paperwork due to them saying that they cannot get report from one of there stores.

Business

Response:

Review: I purchased a refrigerator in Conn's in Houston in October 2013. The sales person told me that there was a shipping mail in rebate of $79, so I would pay the $79 shipping charges the day of the purchase, and then I should send the request for the rebate to get the refund of those $79. This advertisement is all over the store as well and placed with signs, specifically on those appliances or products that are elegible for such rebate.They say it takes around 8-10 weeks for the customer to get the check.I was supposed to get it on January ** at the latest. I never got it so I called to the rebate department and they cancelled the check (supposedly) and sent a new one, which has not yet arrived(more than 8 weeks after my first complain). I called near February and they told me the processing started again when they cancelled the first check (in January) and it would take another 8 weeks to arrive. So I called again and they told me that the check was re-processed only until February the [redacted] and would take another 8-10 weeks to get to me.I believe it is enough time and I feel like they have been kidding me with this false advertisement.It has been more than 4 months since this 8-10 weeks rebate started and I am afraid they will continue with excuses of lost checks and long processing times.

Product_Or_Service: RefrigeratorDesired Settlement: DesiredSettlementID: Other (requires explanation)

I want my rebate of $79, not because is a lot of money, but because is what they advertised. I am not asking for more or less. I want Conn's to comply with their advertisement and prevent other customers from falling into their lie.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. We deeply apologize for any inconvenience this issue may have caused. We have reviewed [redacted] complaint and found her rebate is currently still in processing status with the rebate department. [redacted] complaint has been escalated and Conn’s has agreed to honor the rebate and expedite the check refund. [redacted] should receive her refund within 7-10 business days.

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

Kind regards,

Customer Relations

Review: O 02/12/2014 I purchased an Asus Vivobook Notebook from Conn's. I brought into the store around the 27th or 28th of February. The computer stopped working completely. From the start, the touch screen & the spacebar was giving trouble. The spacebar wouldn't space the words. They sent it into repair around the 5th of March. The report summary has it was repaired on 03/13/2014.I got it back around the 24th or the 25th of March. Before I got it back, I called to see why it was taking so long to be repaired. They kept giving me other phone numbers to call & different people to speak with. The Wednesday before I got it back, a tech called me & told me it was repaired & I should get it back the following Friday or Saturday. I called my local Conn's the Friday & was told they would call ME when they got it back. I called the Saturday & was told there was no truck that came in that day. It probably wouldn't be in until the next Saturday. The spacebar was not repaired. It still does the same thing & now the touch screen doesn't work. Today is April 6, 2014. I called & spoke to a manager at my local office this morning. He said it would have to be sent off again for repair. I need the computer & can not wait another month for repairs. I told him that was bad business & I wanted another computer. I also told him I would contact you guys or an attorney. He told me he couldn't give me another one. I asked if I would return it to him because I didn't want it & he said it would go against my credit. They could not take it back nor exchange it. If I returned it I would still have to pay for it.Desired Settlement: I want it replaced or return it & it doesn't ruin my credit.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on2/12/14, Mrs. [redacted] purchased an Asus Vivobook Notebook with a 37-month Repair Service Agreement totaling $1,356.23. Our records show on 3/02/14, Mrs. [redacted] contacted us regarding her notebook; stating it was freezing and stuck on a purple screen. Mrs. [redacted] was advised to bring her notebook in to be serviced. A service call was scheduled on 3/08/14; upon the inspection the technician found a hardware failure. Mrs. [redacted] notebook was sent to the manufacturer for repairs and on 3/20/14, the hard drive and mother board was replaced, the notebook was tested and everything tested okay. On 4/07/14, Mrs. [redacted] contacted us stating the notebook touchscreen was no longer working. A service call was scheduled on 4/09/14; however Mrs. [redacted] was redirected to a remote technician to troubleshot issue by phone. Upon service call the technician found Mrs. [redacted] needed training on several topics and resolved her issues; the technician attempted to contact Mrs. [redacted] for an update on her notebook but was unsuccessful in their attempt. On 4/14/14, Mrs. [redacted] notebook was brought back into service due to the touchscreen not working, touchpad not responding, and the spacebar was not working. On 4/17/14, the technician tested the notebook and found the touchscreen works on and off, the technician attempted to restore the software; however this did not resolve the issue. As of 4/17/14, Mrs. [redacted] notebook was submitted for a repair review for a possible exchange through the manufacture. We will contact Mrs. [redacted] with more information within 3-5 business days regarding the decision on exchange.

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

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 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 paid out an account in [redacted] In [redacted] they started calling me that I still owe then on this account. I have talk to numerous people there and the only thing I get out of them, is that I still owe money. I have ask them to furnish me a 'payment history' which they assure that I would be receiving one in the mail. This was in [redacted]and again in [redacted], to this day nothing. I went the store and had to get my own payment history on [redacted]. I told them I want to dispute the charges and they said they will review it and I still have heard nothing. Yet they are still calling and no one knows nothing, all they know is that I owe them.I am willing to pay this if they prove to me that I owe it. According to my records this is paid out!! They are not willing to meet me half way, all they want is there money and don't bother to check my dispute that I don't owe this.Desired Settlement: Let someone in accounting call me so we can straighten this out cause they don't have good bookkeeping.

Business

Response:

Thank you for the opportunity to respond to **.

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

stated he paid the account balance in full on [redacted];

however, he is still receiving collection calls.

According to our records, **. [redacted] signed a 12-month

retail installment contract on [redacted]. That contract included a 6-month no interest

financing promotion.

**. [redacted] called our customer service department

on[redacted]to obtain a payoff quote for account #[redacted]. We have

reviewed that recorded call from [redacted] and the agent gave **. [redacted] a payoff

quote of $[redacted].

**. [redacted] made a payment in the store on that same

day in the amount of $[redacted].

On [redacted] received an insurance credit in

the amount of $[redacted]

This included the insurance amount of $[redacted] and

$[redacted] for finance charges.

As a one-time goodwill gesture, we will reinstate the

no-interest financing promotion and close the account. Please allow

10-14 business days for the account to close. **. [redacted]

will receive a close-out letter within 30 days of the

account.

We sincerely apologize for any inconvenience **. [redacted] has

experienced due to this matter.

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 purchased a t.v. over a year ago. I went online to their website to pay off the account. I am being called a year later to pay money that they are stating is still owed. They are saying to zero out my account that I have to pay $175.00.Desired Settlement: I want them to acknowledge that nothing is owed and remove the amount from my account.

Business

Response:

Thank you for

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

#[redacted] stated her account

should be paid off; however she has an outstanding balance.

According to

our records, [redacted] signed an 18-month retail installment contract on

August 12, 2013. That contract also

included a six-month no-interest financing promotion.

The total

amount financed was $[redacted]. This

included an invoice amount of $[redacted] as well as $[redacted] for credit insurance,

unemployment insurance and property insurance.

[redacted] paid a total of $[redacted] which left an outstanding balance

of $[redacted].

Also, on

October 31, 2013, [redacted] called our automated system and received a

payoff quote of $[redacted]. On November 1,

2013 [redacted] submitted two payments; one in the amount of $[redacted] and one

in the amount of $[redacted]. This still

left an outstanding balance of $[redacted]

called our automated system again on March 14, 2014 and received a payoff quote

of $[redacted]; however, no additional payments were submitted.

On September

19, 2014 we mailed [redacted] copies of her payment history, contract, and

her signed Cash-Option page.

As of

September 26, 2014 the payoff balance is $[redacted]. Please note, the payoff balance is updated

daily. If [redacted] would like to

pay the balance in full; we request she call the day she plans to submit the

payment for an up-to-date payoff quote.

Business

Response:

Thank you for the additional opportunity to respond to [redacted]' concerns about her account. [redacted] stated she is having difficulty paying this account online.

[redacted] can contact our customer service line and they can walk her through the web-pay, she can pay the account with on one of our agents, use our automated phone system, or make the payment in the store.

If she has any further questions she can contact our customer service line at [redacted]

Consumer

Response:

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

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

I need someone to call me from corporate office, whomever is responding. My question is not being answered and calling customer service is not going to do the job. I have called and received different responses before.

Regards,

Review: [redacted]I purchased a 51" plasma and a large tilting mount with cash on 9/16/2014 close to the end of closing. They put my merchandise in my truck didn't check the merchandise before it was released to me, I was assuming in good faith that all was well. I waited until the third day (9/19/2014) for the cableman to come and set up my tv, that's when I found out it was cracked. I immediately called the store back to get help requesting a replacement or funds back. They told me they could not help me. I was told by one of the store employees they were supposed to have check the merchandise before it is to be released . I've gone back up there and called numerous times to speak with the store manager and they said either he was in a meeting or not in office they would have him to return my call. [redacted] has not yet return the call. I called the corporate office for help only thing they are to do was take info and I have to wait 24-72 hrs before a response. I have gone to another store([redacted])and purchased another tv. This encounter has caused me much mental and physical stress because of the ongoing absence of helpDesired Settlement: Off of invoice #025786884-001 in the amount of $449.99 plus tax on a 51" Plasma TV

Business

Response:

Thank

you for the opportunity to respond to [redacted]'s complaint. Our records show

[redacted] purchased a television and wall mount on 9/16/14 with manufacturer's

warranty only. [redacted] elected to pick up her products from the local

store.

[redacted] contacted our customer service department on 9/24/14 stating when took

the television out of the box the TV screen was cracked. We have reviewed [redacted]’s invoice and

found at the time of purchase she signed acknowledging she received her

products in good order. We attempted to

contact [redacted] on 9/24/14 and 10/3/14, but were unable to reach her. [redacted] called us back on 10/6/14; the

customer service agent requested that she bring the TV with the original box to

the store for inspection, based on the inspection we could determine if there

was concealed damage and would agreed to exchange. [redacted] advised the agent that she did not

have the box.

Because

the television was picked and transported by someone other than Conn’s we are

unable to determine when the damage occurred.

Therefore, we are unable to honor [redacted]'s request for a

return/exchange. [redacted]'s signed invoice has been included in our response.

Review: On [redacted] the day that my payment is due, my mother walked into Conns located in [redacted] to pay my 80.00 cash on my account. The very next day I was called approximately 3 times about lack of payment. At which I had thought because my mother paid after 5p.m. it did not post immediately. However the next day after that [redacted] I was still being harassed about this situation. As of today [redacted] it was reported on my credit report that I have missed a payment. I have spoken with over 20 different representatives who all claim that they left it in their notes about the misunderstanding and mysterious payment. In one conversation with a representative she asked if I could mail in a copy of my receipt in which I paid. Because it had been months since the whole ordeal began, the receipt was extremely faint, so I had no choice but to send the original. To my surprise Conns Headquarters in [redacted] never received it. Back in July after speaking to maybe three representatives, I provided the confirmation number to the rep believing she could simply pull up the confirmed payment. Wrong. I do understand their system of even printing receipts if the confirmation number dont mean crap. Now they have sent my credit score flying down and I am in the process of purchasing a home.Desired Settlement: Repair my credit score (remove mark)

Pull video footage of my mother paying

Credit my account for the 80 dollars I have paid

Business

Response:

Thank you for

the opportunity to respond to Mrs. [redacted]’s concerns regarding her

account. Mrs. [redacted] stated she made

a payment on her account; however it never posted to her account.

According to

our records, the missing payment was located and applied to Mrs. [redacted]’s

account on [redacted]. We have also

corrected any negative credit marks Mrs. [redacted] has received due to this

error.

We value Mrs.

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

due to this matter.

Review: I purchased an Asus computer for $in August From the very beginning, the 3rd day the computer would not stay connected to the any network, whether it was my home, work, public, or tethering through my phoneI sent it back to them for repair and just got it back yesterday on September 04, I still have the same issuesThey'd like me to again drop it off again and be without it again for two to three weeksThis is ridiculousA brand new computer should not need serviceI am not willing to make payments while the product is sent back again to be servicedIf they've gotten a defective product from a manufacturer, I shouldn't have to wait until the troubleshoot the problem and continue to be responsible for paymentMrs[redacted] from the corporate office refused to consider that a consumer should have the right to have a functioning productIf I entered into an agreement to pay for a product, there priority should be to provide a product that functions or replace it brand newDesired Settlement: I'd like to have the contract cancelled and return product or new productAlso make no payments as I am without the product and can't utilize it
Consumer
Response:
I do not have a warranty
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
As they have stated, I bought the computer back on 07/12/Since the first week the computer has given me issuesInitially I thought it was my network that had the issues so I didn't bother to complain because I called my cable provider but all my other three computer were working fine and I also had issues anywhere else I went to connect to a network as well, even when tethering through my phoneI then realize later that it was the computer and not the networks that I am connecting to, which I happened to complain after the day periodA day period is not possible to assess any issues with the laptop as there could have been a number of other reasons that the laptop wasn't workingWhich is why I decided to trouble shoot any other possibilities as I was certain that it couldn't be the computer as it was brand newTo ,y dismay, it is the computerIf I purchase anything form a store and it doesn't function correctly, I can get a refundI shouldn't be forced to keep a nonfunctioning computerCustomer satisfaction should be this company's key approach(the customer should always be satisfied)I have taken this computer back to the company twice and they are stating that there is not anything wrong with the computerI have installed other software(that has been lost),who will refund the cost for this software that I downloaded and paid for the is no longer useful? The McAfee trial period has ended(my computer has been with the company most of the trial period) so I am not able to take advantage of that free trial period as my computer was supposedly being repairedI have lost time not only calling to get this problem resolve but also use of the computer for which I purchased it for WORK!!!! I was not able to utilize the laptop, therefore having to continue to use a old computer that didn't work as wellThis has been a total loss for me and They want me to bring it back to themAbsolutely not!!!! I have complained a third time but I am not sure the problem can be resolved without replacing the laptopI have spoken to the repairman and he has stated that the software needs updating and there is nothing wrong with the laptop when they get it to repairThat is not the case when I have itI have several videos that show what the laptop is doing when I connect at home, my office and when tethering from my phoneIt can't be all my networks not functioning, it has to be the laptopI will just file a small claims case and be done with the issueI refuse to pay for an item that does not work properly and spend any more of my precious time on giving the benefit of repairing itIt has not been repaired within the last two months and I am afraid they don't have any good intentions on repairing the laptop of any concerns that I am not satisfied with a non-functioning laptop that I have paid $I am not sure why Conn's was sued in the beginning but I am sure that The class action lawsuit is a valid complaintIt is such a pity that companies like this don't pride themselves in customer satisfaction as the customers are those that keep the company functioningI am sure to let friends and family know that Conn's is most definitely not the place to shop!!!
Regards,
Business
Response:
Thank you for the opportunity to respond to Mrs[redacted] additional
commentsAs previously stated after the technician assessed Mrs[redacted] computer he was unable to duplicate the problem connecting to
the network and after running diagnostic test no problems were foundTherefore,
we are unable to honor Mrs[redacted] requestMrs[redacted] computer is covered by a
year manufacturer’s warrantyIf Mrs[redacted] does not want to bring her computer in for a Conn’s technician
to assess, she may contact the manufacturer directly
If we may be of further assistance, Mrs[redacted] may contact
us at [redacted]

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: 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 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.

I am totally dissatisfied with the service I have recieved. One minute a representative say my couch will be repaired then the next they say its not covered. PARTS HAS BEEN ORDERED THATS JUST SITTING IN MY LIVING ROOM AND DOES NOT FIT. I AM TOTALLY UPSET WITH THIS MATTER. I WILL NEVER RECOMMEND ANYONE TO CONNS. THE FUNITURE IS NOT GOOD QUALITY. YOU PAY 1000 OR MORE ONLY FOR IT TO MESS UP AFTER YOU ARE DONE PAYING ON THE CRAP. Then you buy extended warranty that doesnt cover CRAP!!!! THEN YOU GET LIED TO AND ALL THIS ROUND ABOUT TO GET THE SERVICE YOU NEED BUT AT THE END NOTHING IS FIXED AND YOU HAVE PARTS THAT DONT EVEN FIT THE COUCH. TOTALLY UNACCEPTABLE!!!!! I HOPE YOU ALL GO OUT OF BUSINESS FOR YOUR POOR QUALITY FUNITURE!!!!

Review: I went to conns on [redacted] to order a mattress set I seen online. I placed the order to be delivered on [redacted]. my husband was home when they delivered it and sign for it. I got home that evening and realized that it was the wrong mattress ( we order a pillow top and it was a firm mattress )so I called and spoke to someone and they said that the manager would call me back. So he did call me back and said that he would look into it and he called me back on [redacted] and said he had email the delivery dept and that they had not responded back to him. So he gave , there # and said that if he didnt call me back tomorrow to call them.So the manager didnt call me back on [redacted] or [redacted]. So on [redacted] I called the delivery dept and they took my # and said a manager would call me back so no one has called me back from the delivery dept. So on [redacted] around 2:52pm I called the conns where I bought it and spoke to someone and they said the manager was busy and he will call be back . The manager called me back around 9:17 pm and stated that they were still looking into it and that they were looking into where my mattress went and didnt know when it would be resolved. as of today [redacted] at 8:48pm , I still havent gotten a call on when I would get my mattress I paid for.Desired Settlement: Refund

I would like a refund for my delivery charge and get the mattress I paid for or they can pick up what they delivered and I can get a mattress somewhere else.

Business

Response:

Review: I purchased a refrigerator and then they could not fixed it so they exchanged it and owed me $412.44 the sent a letter letting us know they were going to credit it to out account, now they will not do that and the customer service people will not let me talk to a higher up person to get this problem fixed.Desired Settlement: They owe me the money and they need to give it to me.

Business

Response:

Conn’s would

like to thank you for the opportunity to respond to [redacted] complaint. We have reviewed [redacted] complaint and found on 1[redacted]/14, a credit of $465.48 was applied to her account

as previously agreed. A copy of [redacted] general loan ledger has been included in our response for her

records. If we may be of further

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

Sincerely,

Customer Relations Officer

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Also involves delivery, customer service & especially contract issues. On 4.6.14 I purchased a NEW bedroom set: bed, mattress, box spring, dresser, mirror, nightstand & chest from Conns. Total cost was $3675.70 with delivery to take place 4.7.14, 4-7p AZ. At 3:26p on 4.7.14 the sales associate ([redacted]) called and said there was an error with the mattress. He said he mistakenly entered a product code for a discontinued mattress that was an old floor model that they had at their store, and the mattress we thought we had purchased costs approximately an additional $1143. Original price we were quoted was $657, but the new price was $1800. TO BE CLEAR, the mattress with the steep discount was the only reason we were purchasing the entire set, and [redacted] knew this! He said that we had to take delivery of the old floor model mattress because they could not do anything to adjust the price of a new mattress. I said that we had made it clear to him at the time of purchase that we did not want a floor model, and I would not accept delivery of a mattress that I had not seen. I reminded him that it was the store manager ([redacted]) that had entered the code for the mattress at his ([redacted]'s) computer. And, yes, the general store manager ([redacted]) did enter the code and applied the discount in front of my wife and I. There was even a discussion among all of us regarding the model of the mattress that we were purchasing. [redacted] had a sheet of prices that he was quoting from and showed it to [redacted]. I asked to speak to [redacted], yes, the manager that entered the code that provided the discount. [redacted] said the same as [redacted],"you have to take delivery of the old floor model or pay the difference for the new model." [redacted] said that when he was entering the code that he "assumed" we knew that we were purchasing the old model. No way there was an error in communication from either my wife or myself! I canceled the order and contacted the corporate customer service. Anxious to hear how Conn's rectifies this!Desired Settlement: I'd like Conn's to make good on the original deal with the mattress we tested. NOT the old floor model! We spent over an hour deciding on this mattress. My wife gave our mattress and box spring to a friend before this problem. Yes, we have no bed! [redacted] and [redacted] referenced a printed copy of the discounts. Most models we tested did not have a discount. [redacted] and [redacted] checked the info. on their printed sheet and entered the codes. This is an egregious error and false advertising!

Business

Response:

Thank you for the

opportunity to respond to Mr. [redacted] complaint. We have researched Mr. [redacted] concerns and found there was a misunderstanding regarding the

mattress [redacted] wanted to purchase and the older model with the same

group name. Mr. [redacted] was contacted

by the area District Manager regarding his concerns and Mr. [redacted] advised

him that he had already purchased a mattress somewhere else. We deeply apologize to Mr. [redacted] for

his experience and appreciate him for bringing them to our attention. As a token of our appreciation Mr. [redacted] will receive a $100 gift card to use toward a new purchase.

If we may be of

further assistance, Mr. [redacted] may contact us directly at [redacted]

Kind regards,

Customer

Relations

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that given no other choice, this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: My Wife and I purchased a bed (amongst other things) from Conn's in July of 2014. Since then, we had problems with the bed collapsing due to the legs not supporting the bed properly. In October, the legs of our bed collapsed in a way that left the slats in the frame of the bed very much bowed. We immediately called Conn's because we knew of our warranty deal and wanted to have this repaired as soon as possible. I spoke to someone and they couldn't get a repairman to come look at the problem until a month later, that made us very nervous. We begged for an earlier time due to the severity of the bowing causing a very bad dip in the frame of the bed, but we were told that they could not arrange an earlier time. So when the repairman comes out to look at the bed, he takes pictures of it and says "conn's sent you guys the wrong size legs for this bed, that's why they gave out. We need to order some legs that are the correct size". The repair man went on to say that the legs would take 4-6 weeks to come in, he also says, "I wish they would just let me make them and come back to fix it before anything else happens". I told him that I was very concerned about the slats bowing, we don't have a sufficient bed to sleep in and my wife and I did not feel ok about things taking so long to be repaired, he apologizes and says he wishes he could do something about it. He gets the parts ordered as we continue to wait for an operating bed for my pregnant wife and I to sleep in. On december 12th, the bottom frame of the bed broke off and collapsed on one side making it really impossible to sleep in the bed because the legs weren't the right size and couldn't properly support the bed(the one's that hadn't fallen off already), we immediately call and tell Conn's about the bed collapsing and they say we need to make another order and it will take another month at least before someone could come out and LOOK at the bed to see what happened to it and what needs to be done. This was and is extremely inconvenient for us as we have not been able to sleep in our bed for 3-4 months. We spoke with someone on 12/13 who was very apologetic and seemed concerned after my wife told our story and she says, I'm going to look into having you guys delivered a new bed frame because that's just not right, I will get back with you in a few days with an update on your case. We did not hear back from her, my wife has called them numerous times, at one time we had gone weeks without receiving a phone call or a phone call being returned unless it was to pay a bill with Conn's. On December 24, the repair man was to come out to repair the bed, he came and took pictures again, the legs had come in but he never heard from Conn's to go ahead and fix what was wrong with the bed and we could not get any information on our claim, so he told us he would try to talk to Conn's and expedite the process. We kept calling them to figure things out, whenever we were fortunate enough to get someone on the line, they were limited in what information/help/assistance they could provide and would nicely transfer my wife to their supervisor or manager where the phone would hang up before anyone came to it. This has happened to my wife a significant number of times(being hung up on by Conn's) in her effort to find out information on our bed being repaired, she's never gotten a chance to speak to a supervisor/manager. So in our many strenuous and stressful attempts to contact Conn's and get some answers and updates on our claim, my wife receives the news on 1/27 that our service order was cancelled on 1/10 because Conn's says it's our fault that the bed is broken. Mind you, when my wife found this information out, it was because Conn's called her about us making a payment, not because they were ever going to call and tell us that information. This is a total miscarriage of integrity and initiative by Conn's. There are no words that express how poorly Conn's has handled this situation. My wife is 6 months pregnant with severe back problems and Crohn's disease (Has had the flu, strep throat and bronchitis in the past month) and we don't have a bed to sleep in. Yet, it is somehow our fault that the bed we purchased from Conn's was sent to us with the wrong size legs? Which, to me, insinuates insensitivity, poor consideration, poor costumer service, breach of agreement and a lack of integrity as a company.Desired Settlement: Repair the bed or replace the bed with a new one like it as promised before. $600 for the stress, continual lack of communication/consideration and 3-4 months without a bed to sleep in. At the very least, repair or replace.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show on 7/9/14, [redacted] purchased the [redacted] bedroom set which consisted of seven pieces (headboard, footboard, rails,

dresser, mirror and two night stands) all with a 1-year limited manufactures

warranty.

We show [redacted] contacted

our service department on 10/24/14 stating the bed rails were bending which is

causing the mattress to sink in. A service appointment was scheduled; during

the inspection the serviceman found parts were needed to complete repairs.

Before all parts were received, [redacted] contacted us again stating the bed

collapsed on one side and the frame broke. [redacted] was scheduled to complete

repairs on 12/24/14; however upon arrival the serviceman found the newly

reported damages was beyond repair and would need to order the side rail to

complete repairs.

Our records show on 2/03/15,

the manufacture approved an exchange on [redacted]’s bed rails which was

delivered on 2/10/15. Conn’s has agreed to issue a $100.00 credit to [redacted] account due to the service delay. We sincerely apologize for any

inconvenience Mr. and [redacted] experienced as a result of delay.

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

service at [redacted]

Kind regards,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. Sent: Monday, April 20, 2015 3:52 PM To: drteam Subject: Re: Complaint case-[redacted] Conn's has still displayed an array of poor customer service. Our bed is still in poor shape due to the lack of support. Conn's did not perceive to be this way in the beginning of our dealings with them. After making payment arrangements with Conn's in the month of January, we were told we did not have to make a payment to them until march because of the issues we were having with a bed. We started receiving calls to pay our bill shortly after that in the february and had to catch things back up in March. This issue is in an addition to the issues with our bed that still lingers to this day. The bigger issue is the fact that I responded to this thread initially and there's no receipt of me doing so. I understand that this is a somewhat different situation than the usual but I would love for it to be honored. I would like to just reopen the complaint to accept Conn's offer. Thanks.

Review: Received email & direct mail indicating that our credit line had increased to $4900.00. Called to confirm and was told the we would need to reapply. We have had a credit line w/ Conn's for 3 years and recently paid it off (last month - [redacted]). We then received and email & direct mail saying to "Congratulations! Enjoy your credit line increase of $4900.00". I have all docs. When I called to confirm, reps and supervisor said that we do not have an increased credit line and that we would have to reapply - even though we already have a credit line. This is bait and switch.Desired Settlement: Conn's needs to honor their offer.

Business

Response:

[redacted], Thank you for the opportunity to respond to [redacted] complaint regarding the credit line increase mailer that was sent out. We regret [redacted] feels as though our promotion offer was an attempt to "bait and switch". The offer that was sent to [redacted] was in good faith, based on information received [redacted] meet our qualifications to receive the offer. Our credit line increase letter does state Subject to credit approval. If [redacted] has any additional questions regarding his application he may contact us at [redacted]. Thank you, [redacted]