B And B Movers

Review: On [redacted] my television suffered a lighting strike. I have had to jump through many hoops to get the insurance department to acknowledge that the insurance I purchased covered this issue. When I finally was scheduled for a service technician to come and do an estimate on the item. The technician called and asked what happened he said he would just "phone in" for the parts. I informed him that with this being an insurance issue I wanted him to physically come and check the item. He then told me he would get to me last because I was closest to the service center. I informed them that if he did not do his job right I would follow him to the service center to speak to his supervisor. The technician never showed. I took time off from work for nothing. The next day the the service center manager said they would not be servicing me. I was outsourced to a company out of [redacted] for a service call 2 weeks later. This company also did not show up and claimed they were faxing the estimate to Conns immediately. It is [redacted] and I still have NO resolution .Desired Settlement: I would like the set replaced and an apology for terrible service. I have spent hours on hold with this company listening to the automated message boasting their "Great Service and appreciation for their customers"

Business

Response:

Thank you

for the opportunity to respond to [redacted]’s complaint. Our records

reflect that [redacted] purchased a television w/ a 1 year manufacturer’s

warranty only on [redacted] via invoice # [redacted].

[redacted]’s claim was an insurance claim. Therefore, Conn’s Service Department

was hired as the vendor to complete the inspection on [redacted]. A service call

was sit up for [redacted] between the hours of 4-6PM. [redacted] stated that he

was told 8-10AM and insisted that the technician come that morning. After being

told that it would not be possible, [redacted] began calling the service

center managers and corporate office managers demanding service that morning.

The scheduled technician reported that [redacted]’s speech was aggressive

towards him over the phone, and he then threaten to follow him back to the

office. The technician felt threaten and refused to visit [redacted]’s home.

The

insurance representative was informed of the technician’s position regarding

not visiting [redacted]’s home. Conn’s Service Department then requested

that the insurance representative hire another 3rd party vendor to

complete the inspection. The 3rd party vendor scheduled [redacted]’s inspection for [redacted]. The inspection and estimate was completed

and submitted to the insurance company sometime on or after [redacted].

[redacted]’s

claim was approved and the replacement was completed on [redacted]. We apologize

for any miscommunication on our part.

If we may be

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

Kind

regards,

Review: I purchased a brand new laptop on [redacted]. I purchased it for $899.99, but after other fees...the total amount is $1,810.32. About 3 or 4 weeks of use the screen went blank. I took it back to Conn's. I explained to a salesman why I was there. He said it seemed as if my laptop had a virus. He told me to take the laptop back, and for me to call their repair service department, and that they would guide me to fix it. The repairman was not able to help me. He said that the drive was probably damaged and needed repairs. He told me to take it back to the store and they might exchange it for a new one. He said that one in 1,000 (or 10,000-don't remember) comes out damaged, and mine was that "one." Since I had just purchased the laptop, I tried for them to exchange it for a new one. I pleaded with 6-8 different Conn's employees (including supervisors) to no avail. They would not lend me one either even after I explained to them that I did contract work, and needed to provide my own laptop, otherwise, I could get not work. They said no. It was sent for repairs. They gave me order #[redacted]. They gave me a "process form" stating it would take 7 - 10 business days to repair, and that I would get "process" calls. I have not even gotten a service call letting me know it has been assigned to a tech. It has been about 2 & 1/2 months. I need this laptop for work. I have been paying them, but this month I have not been able to pay them yet due to not getting work at my office because I have no laptop. To reiterate, I need to provide my own laptop since I do contract work. May you help me. I have gotten "very prompt" collection calls when I am 2-6 days late on my payment, yet they have not called me in about three months to tell me my laptop is ready, nor the status of it. I can provide documents if needed.Desired Settlement: I want all my money refunded. I do not want them to charge me a $150 re-stock fee.Please help me.

Business

Response:

Review: Received a mailing from Conn's saying that my line of credit had been increased. I went to the store to make a purchase and was declined. Called customer service to be told that they don't have lines of credit and that it was just an ad and with credit approval. Talked to 3 different supervisors and was told the same thing that they don't have lines of credit. This is a lie, and this is false advertising. Conn's is known for ripping people off and selling products that either are broken when purchased or last less than a year. They also tack on insurance that my homeowner policy carries and fail to tell you about it until you are sucked in by their smooth talk. Right now I have a $1500 HD flat screen that is already broken and I still owe money on it. Yes, I did not get the extended warranty because I have heard horror stories about how they never fix it right, or if it gets fixed at all. They need to be stopped doing what they are doing.Desired Settlement: I want my TV replaced. It is just a hunk of junk sitting in my living room, or at least get my "line" in activation so that I can purchase another TV even though I don't want to do business with these clowns.

Business

Response:

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

5/21/14, Mr. [redacted] went into Conn’s in Oklahoma City, OK after receiving a

promotional offer to increase his credit limit with Conn’s. After further

review, we show Mr. [redacted] did not meet the qualifications to increase his

credit limit at this time. As listed on the promotional offer Mr. [redacted]

received this offer is not guaranteed; credit may not be extended if, after you

respond, we find that you do not meet the criteria used to select you for this

offer or an applicable criterion bearing on creditworthiness.

After researching Mr. [redacted]’ complaint regarding

his television; we show on 5/15/11, Mr. [redacted] purchased a 55” Toshiba

television with a 24-month Repair Service Agreement Plan which has expired as

of 5/15/13. As of 6/11/14, we have no indications that Mr. [redacted] has

contacted us regarding any issues with his television. Mr. [redacted] may contact

our service department at [redacted] to have a technician assess his

television however; he will be responsible for any charges that may apply to

repair the unit. We are unable to honor Mr. [redacted]’ request for an exchange

due to the television no longer has extended warranty protection.

If

we may be of further assistance, Mr.

[redacted] may

contact Customer Service at [redacted]

Kind regards,

Business

Response:

Thank

you for the opportunity to respond to Mr. [redacted] additional comments. We have honored Mr. [redacted] request to have

all promotional offers cease and desist.

If

we may be of further assistance, Mr.

[redacted] may

contact Customer Service at [redacted]

Kind regards,

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 still am receiving offers and they have not stopped as promised. I feel this is a form of harassement and is uncalled for. My accounts should be paid in full by you if this doesn't stop. I am paying for a TV that is a piece of junk, and I will be dropping it off at the OKC location within the next week so they can deal with it. And no, I will not have Conn's fix it.

Review: My [redacted] and I purchased a washing machine in [redacted] of [redacted] (this year...6months ago). We paid in cash for the machine and even purchased an extended service plan through Conn's for it (paid $[redacted] for it). A few months later, the machine breaks down...it does NOT wash on any cycle. We go in to the local store to ask what can be done, the RUDE manager (a male) says "we can't do anything about it, you have to call customer service and schedule a repair through the manufacturer (**). We call customer service and they state that they have a "policy" that states that we, the consumer, have to go through the manufacturer for repairs first throughout the first year of ownership before Conn's gets involved (in which case, why the heck did we buy an extended service plan with Conn's?). Since then, ** repair people have gone to our home several times to "FIX" the issue which to this day, has not been resolved. Parts have been ordered, installed and NOTHING! I'm still going on the weekends to wash in the laundry mat (I have a [redacted] whose clothes must be washed weekly and I am having to pay for child care every weekend so that I can go and also waste money at the laundry mat to wash my family's clothes when it should be done with the brand new machine I paid in full for at Conn's...RIDICULOUS!!!). I was soooo frustrated with this ridiculous policy of Conn's I called customer service again and demanded something be done (replace the defective item or give me my money back that I paid in full for) immediately. On [redacted]) a service man from Conn's comes out to my home and promises to call my [redacted] back with word on what will resolve our situation and he never called. Upset, I called customer service AGAIN and they tell me that the service man ordered a part for our machine YET AGAIN it will be here by the 22nd of this month!!! No promises that it will make the machine work. I asked complaint department yet again if I can just have the machine replaced or to give me my money back and they said "at this time ma'am we just have to wait for your machine to get serviced by our technician before he deems it irreplaceable". I am not asking for a handout. I just want what is fair...a replacement machine of equal value (new) or my money back so I can go to a REPUTABLE business that will work for the customer NOT against us. I WILL NEVER DO BUSINESS WITH CONN'S EVER AGAIN!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!Desired Settlement: I NEED THESE PEOPLE AT CONN'S TO UNDERSTAND THAT THEY'RE CUSTOMER SERVICE SKILLS ARE QUESTIONABLE AND I NEED MY MACHINE REPLACED ALREADY (too many parts ordered with no resolution and too many weeks have gone by and my machine is still inoperable) OR MY MONEY BACK SO THAT I CAN BUY FROM A BUSINESS THAT WON'T GIVE ME THE RUN AROUND AND RESOLVE MY ISSUE RIGHT AWAY IN A COMPETENT MANNER!!!

Business

Response:

Thank

you for the opportunity to respond to [redacted]’s complaint regarding a

purchase made under the name [redacted]. Our records show on [redacted],

[redacted] purchased a ** high efficiency washer from us with a 24-month

Repair Service Agreement which he elected to pick up from our East Expressway

location in [redacted].

[redacted] contacted our service department on [redacted];

stating his washer would stop in the middle of the cycle. We contacted

the manufacturer on [redacted] behalf and they scheduled an appointment with a

service provider in his area. [redacted] contacted us on [redacted];

stating his washer was malfunctioning again. A service call was scheduled

with a Conn’s technician due to a delayed response. On [redacted],

the Conn’s technician completed [redacted] washer repair; the technician

replaced main board and control. We spoke with [redacted] on [redacted];

[redacted] confirmed the washer has been repaired and is operating

properly. We sincerely apologize to [redacted] for the experience and

any inconvenience that was caused as a result of delay.

If

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

Kind

regards,

Review: On [redacted], I received the sectional of my dreams! I fell in love with it at the store and even though the 15% off coupon I had received in the mail (and is what originally drew me in), couldn't be used with my $[redacted] sectional purchase (I'm still not clear why...), I really thought this couch was everything I wanted. After being told I would receive it on [redacted], it became [redacted] and then [redacted]. That was okay, too. As soon as the delivery men left, I received a call from their supervisor asking how everything went. At that moment, I noticed a small rub in the bottom corner of the couch where the fabric was missing either from transit or delivery. Because of the money I was spending, I asked if I could return it or have it repaired.

[redacted] (supervisor) asked if the guys were gone and said it really needed to be returned right at that moment and offered $** off the price. Well they were going to another job, I had to go to work & I had no intention of keeping a flawed couch that cost so much. So he called me and said the driver who delivered lives close by and would take a look at it on his way home that night. He arrived at my house around [redacted] and said, "I can't fix that, just return it. We can just switch out that piece." I had to call [redacted] the next day and asked if there was something else we could do because at this point he's telling me the entire thing has to go back! Meaning I wait another week for a couch... so I asked what else could be done. Could we not get the single piece like the delivery guy had offered? He again offered $[redacted] off and I asked him to talk to his supervisor and see what we could do about getting me that piece of the sectional without sending the entire thing back. I did not want the $ off.

Again, note the total price of this sectional after tax. The offer of $[redacted] off was a slap in the face. Furthermore, did you know that they take this money from the delivery guys paycheck when you accept this offer?? What a way to take care of your employees... At this point, it's into the next week and I call [redacted] again since I hadn't heard from him. He says, "since you accepted the offer of $[redacted] off, there's nothing we can do." I tell him since I never accepted this offer, he needed to speak with his supervisor again and see when we could have my couch repaired or replaced. He says he will call me back. 3-4 days go by with no call so I call delivery again. At this point, I'm initiating all contact. A girl picks up the phone and [redacted] is not in.

I tell her story (later I find out that this is [redacted]), and for the first time I hear someone sounding sympathetic to my sob story, but mostly because she says, "I am so sorry. I shouldn't say this, but [redacted] definitely dropped the ball on this. It's too late for us to do anything now. Now you'll have to deal with the service department. Had it been handled properly, this would have already been resolved." Nice. So now I have an 800# to call. I tell them my story and their response is that I will be called back within 72 hours. I wait 72 hours, then 24 more just in case they didn't count the weekend... at this point, I want nothing more than to give them their couch back and wipe my hands of this mistake I've made by ever dealing with Conn's in the first place. I do get someone on the phone who says so sorry no one called you, let me transfer you. I talk to a woman whose name I did not understand. She begs me not to send the couch back, that she wants to take care of me and that she will make this right. But I would need to wait more than a week for a service appointment.

I got off the phone feeling completely duped and taken advantage of and not listened to at all--like I was just guilted into saying yes to something I no longer wanted. I then realized that the service date is so close to my first payment date, but there's no way I'm paying for something flawed! And I'm so irritated that no one fixed my problem timely enough so now I'm spending hours out of my life stressing over this! Not to mention that I have to take the morning of the [redacted] off work to deal with this yet again, and I'm just done! At this point, I actually called [redacted] who sold this thing to me thinking maybe he had more pull somewhere. He actually felt sorry for me being pulled around and was optimistic that I could return it. He even said "I bet I know who you have been dealing with." Like this isn't the first time this has happened. He promises to get to the bottom of it all and call me back with a time for them to pick up their sectional. Well he didn't call. But guess who did? [redacted]. The man who drops the ball.

[redacted] acts like he is simply checking on me. :) I thought he was calling to set up a time to pick this couch up. Nope. He says Ill need to talk to [redacted] for that. I mean, I knew that. So why did he call me almost two weeks later? By the way, it hadn't even been two weeks, so why couldn't I return it? I actually called [redacted] today! Now he says he's sorry, it is out of the window of time for them to take the couch back. However if [redacted] were doing his job, it wouldn't have even gotten to this point. He wanted me to trust him that he would get it fixed. I don't want it fixed. Please hear me say that. I want Conn's to take their sectional back so I can move on with my life. I see now how they've stayed in business despite these awful reviews that I wish I would've read prior to entering their store. They do not allow you to return their merchandise even in a timely manner if you are unhappy with it.

They work slowly and push you through to different departments making you wait unreasonable amounts of time for answers to simple requests until you are just out of that window and your hands are tied. It's a great "Conn". I run a business with my family that's over ** years old. If I were to treat customers with as much disregard as Conn's, Maybe I would be a millionaire like the Conn family. But I just couldn't bring myself to step on good people on my way to the top. For shame. Please come get your couch, so that we can just part ways amicably. I also heard just today that ** has a law that allows customers to send something back after 3 days without question, even if you've signed a contract. Very smart of [redacted] to not call me back in the beginning and wait that window out so that I would be forced to use the outside service department. I'm sure that wouldn't be hard to prove with phone records. Does this company really want to force someone like me who is so extremely unhappy with them to keep their goods?Desired Settlement: I would like Conn's to simply come get theIr couch so that we can part ways amicably.

Business

Response:

Thank you

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

on [redacted] purchased the [redacted] furniture set which

consisted of four pieces ( sofa, left sectional, right chaise, and ottoman) and

received a free Haier 32” television. Our records show [redacted] was

scheduled and received delivery on [redacted] in good order. [redacted] was

contacted to follow-up on her delivery; during the conversation she informed

the representative that her left sectional had a scuff mark on the bottom due

to delivery. After further review and research, we show Conn’s agreed to

exchange the left sectional however; [redacted] did not want an exchange and

wanted to return all furniture as a result of the delay. Conn’s has agreed to

honor [redacted]’s request to return the furniture set along with the

television and received a full refund. On [redacted]; all products were returned

to the Conn’s store location in [redacted]. We have submitted a request

to process the refund [redacted]’s account .We sincerely apologize for any

inconvenience [redacted] experienced as a result to the delay.

If we may

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

Kind

regards,

Review: I called the automated line for a payoff of my washer and dryer in April 2014. I verified the amount with a live person. I had got financing elsewhere to payoff before the interest started. I paid it off a few days later. Payoff shouldn't have changed since it was 0% interest. In May a circular said I still had a balance. Called again. She was going to send it somewhere. Something to do with insurance on a cash contract. This should have been part of the payof!June same thing, circular shows balance. I have talked to numerous people by now. I finally give up and call to payoff the $8.38 balance in July after receiving another circular with a balance. Then they tell me interest has been added for the contract and I owe $200 plus!!It has been sent to someone for review and I am to call back in 72 hours( Monday).I need help. Don't have much faith that they will agree on the $8.38 that I still think should have been in the payoff. The insurance was part of the financing.Desired Settlement: Paid off papers and a closed account. I would pay the $8.38 but really don't think I should since I in all fairness thought I had paid it off with their quote.The dates and figures on the following page are quesses. I am at work and don't have the contract since I paid it off.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] concerns regarding account #[redacted]. Mrs. [redacted] stated she paid her account in full; however, it has not

closed.

According to our records, Mrs. [redacted] signed a

30-month retail installment contract on November 21,

2013.

The contract included a 6-month no interest financing

promotion.

Mrs. [redacted] called our automated system on April 2, 2014 and

received a payoff quote of $874.51. She then called the automated system again

on April 8, 2014

and received an updated payoff quote of $878.70. Mrs.

[redacted] submitted a payment of $874.51 on April 8, 2014 after she

received the updated payoff quote of $878.70. This left a

remaining balance due on the account of $8.38.

As a one-time exception and a goodwill gesture, we will

concession the $8.38 and close the account.

Please allow 7-14 business days for the account to

close. Mrs. [redacted] will receive a close out letter

in the mail within 30 business days to retain for her

records.

Review: WE bought some mattress in february. We did not get them until march. There is a tore place on them. We have called the store so many times but this still has not been resolved. The managers are aware of this but we cannot get this resolved. They keep saying it will be taken care of but so far it has not. We have beengiven the run around ever since we bought these. We want something done. But they just don't seem to care about the customers.Desired Settlement: We want thee mattress replaced. Or if they don't want to do that we want our money back.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show on 2/**/14,

[redacted] purchased 2 Serta IComfort Savant twin XL mattresses and 2 Serta IComfort

twin XL adjustable bases. On 4/*/14, [redacted] contacted service stating one of

the mattresses was coming loose from the corner. We contacted [redacted] to

offer the option of either a concession the account or to exchange the mattress

and we are currently waiting to hear back from [redacted].

If we may

be of further assistance, [redacted] may

contact us at [redacted]

Kind regards,

Customer Relations

Review: I went in to conn's on **-08-14 to buy a Mattresses /box-spring find one label as a firm Mattresses for 699.99 picked that one out to buy when Mattresses was delivered on **-9-14 it was not what I pick out in the store .when back in to the store to find out why was the wrong Mattresses delivered was told buy salesperson that the Mattresses was label wrong and that I could pick out a new Mattresses that was a firm but I would have to get a different one and pay 10.00 to 15.00 dollars. why do I have to pay more if lable was wrong in the store. now conn's refuse to give me a Mattresses for the price I paid but want me to pay 200.00 dollars to get 899.99 MattressesDesired Settlement: I would like the firm Mattresses for the original price of 699.99

Business

Response:

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

Our records show on **/08/14, [redacted] purchased a [redacted]

Queen mattress and a [redacted] Queen box spring both with a limited manufacturer’s

warranty and received delivery on **/09/14.

We received [redacted] complaint and found she contacted our

Customer Helpdesk department on **/10/14 stating the mattress she received was

not the mattress she selected. [redacted] states she purchased a queen firm

mattress however; upon delivery she received a queen soft mattress. We

contacted [redacted] on **/04/14 to discuss her concerns; during

conversation [redacted] stated she returned to the store to get the correct

mattress delivered but was informed that the mattress she originally purchased

at $499.99 was tagged incorrectly and retails for $899.99 however; we could not

honored the price. [redacted] also stated that the 40” Samsung television

she purchased the same day was on sales for $499.99 however; after reviewing

her contract she notice she was charged the retail value of $599.99.

After further review of [redacted] complaint we confirmed

with the [redacted] that the queen firm mattress [redacted]

originally elected was tagged incorrectly. Although Conn’s does list the model number on all price tags to

verify which model is available for the sale price listed, we have agreed to

honor [redacted] request to receive the queen firm she originally select

for $499.99. Our records show at the time of purchase, the television [redacted] elected was not on sales however; we currently have that model on

sale for $499.99. Conn’s is willing to honor the television for $499.99 as part

of our 30-day Price Guarantee. [redacted] will need to visit her nearest

Conn’s location to complete her purchase. We sincerely apologize for any

inconvenience [redacted] experienced during this process.

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

1-8[redacted].

Sincerely,

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.

Review: I made a payment on my account and was told my account was current on 6/14/2014. On 6/30/2014 a person named [redacted] showed up to my place of employment to collect a payment. [redacted] at Conns sent this guy to my job. [redacted] went right into details about my account in front of a supervisor within my company about my personal business matter. Keep in mind my account had been paid this month so I did not understand one why he was at my job and two he was discussing my account in front of another employee (Supervisor) at the company. This was not my supervisor and this was not his concern. I felt harassed, threatening, intimidated, and embarrassed. This was all due to a payment that they could have called me about. I in turn contacted the store and [redacted] admitted she sent [redacted] to my job and did not care if I got fired. Please tell me what is the next course of action for this? Thank you.Desired Settlement: I would like a formal apology in front of the same Supervisor as well as I would not like to do business with these people ever again. This means but is not limited to Conns taking a loss.

Business

Response:

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

concerns regarding her account. Upon further review, we have determined Mrs.

[redacted]’ transaction was initiated and completed with Rent-A-Center.

Mrs. [redacted] will have to contact Rent-A-Center to address

her concerns further.

Review: I bought a 55 inch 3d TV from Conns, I also bought the extended warranty, I have been having issues with the TV, it has spots on the screen, a technician was dispatched to my house after I placed a service call for it to be repaired, he said he was going to ask a supervisor to fix, he called after a week ans a half and said a part needed to be ordered, part came 2 weeks after, he came the following day (s)to install, it did not work and the tv the same, now they said a whole tv panel needed to be ordered, 2 weeks later they said they got the wrong part, I had to wait another 2 weeks, the following week the tech came for installation, at night time you are still able to see those same spots on the new panel, I called it in to report it, technitian called me a week later stating his boss does not believe him the new panel is bad......the tech and his boss came to see the tv and they both agreed that the tv was bad, supervisor stated he was going to submit to get it swapped, it has been 3 weeks since they came....no word from them, I called last week and someone told me a supervisor was going to call me today, no word from them, I have a non working tv that im still paying for it, and a problem for more than 3 months long.....please help I want my money back.Desired Settlement: I would like a refund, so I can buy a tv at a more customer service oriented place....

Business

Response:

Review: On the morning of Saturday, [redacted], I was delivered 3 damaged (frames bent inward and the inside is coming out the side of 1 where the leather blend is torn) [redacted]-Midnight that match the power recliners I purchased from Conn's in Cedar Hill, TX. I called the Conn's customer service helpdesk & delivery department that evening and reported the problem; a ticket was created and was told someone would call me back on Sunday. I called customer service & delivery department again on Monday, [redacted] to see when Conn's was coming to pick up the 3 damaged wedges and replace them with new one. I was told the Delivery Department [redacted] would call me back within the hour regarding this issue. He never called. I submitted another ticket online Monday, [redacted] to have the damaged wedges replaced. I've called Conn's customer service everyday and checked my request online to see when they are going to replace the damaged wedges. All I am getting is the runaround from Conn's; I need these [redacted] replaced and they need to be sent back to the manufacturer; these wedges should never have left the Conn's warehouse and delivered to me in the condition they are in.Desired Settlement: I would like Conn's to replace the 3 damaged [redacted]- Midnight with 3 new undamaged ones or refund me $649.50 for the damaged ones that are sitting in the Media room.

Consumer

Response:

This letter is to inform you that Conn's has carried out to my satisfaction the resolution it proposed for my complaint, filed on [redacted] and assigned ID [redacted].

Regards,

Review: Purchased a ** receiver opened it a week later as it was a present and it didn't work. Contacted the store and they said they could return it fir a 15% restocking fee that's over $150 they asked me to pay so they can take back a Broken product. Finally after they agreed to repair it at their expense I got it back still broken "the manager checked it before I took it home". Sent it back again and they said nothing is wrong with it. 7 weeks later [redacted] they still have the broken unit they won't replace it and every time I call to get something resolved I argue and get hung up on for hours to end up with nothing.Desired Settlement: All I want is a replacement at no cost.

Business

Response:

Review: I received a "Pre-approved Credit Offer" from this company, in the mail. The most glaring, heavily emphasized element of this offer was that I had been "Pre-approved for up to $2000.00 in Conn's store credit. This was gaudily displayed in huge font at the very top of the first page. There was no indication that credit bureau screening would be involved in this offer. It did say repeatedly that I had a limited time to process this offer and take advantage of my "Pre-approved" opportunity. I proceeded to call the toll-free number and begin a process that was clearly defined by the Conn's terms as Pre-approved credit business. I had invested a significant amount of time and given numerous details of personal info (DL #, social, DOB, etc) when I was finally told that my "Application" for credit was entered and if I would call back in 30 minutes that I would receive a decision about my "Application". I then pointed out (very calmly) that the information that they had mailed me was defined as PRE-APPROVED, etc. I was told that I had misunderstood that part and that the credit bureau findings would determine if I qualified for a Conn's account. I then re-visited there terminology and asked the obvious question. How does any company label an offer as PREAPPROVED Credit and then completely change the formula once an individual has invested time and effort in exploring the business offer? The representative was abrubt, disrespectful, and insulting. I then informed her to cancel the entire process. There are clearly defined laws regarding False Advertising, etc in the federal statutes. I attempted to point this out to the Conn's representative and she became even more insulting and then hung up on me before I could ask for a supervisor. I am not happy about this at all. The reality is that I have indeed suffered some bad financial struggles [redacted]. I know that my credit score is badly damaged, but I still will not tolerate being treated in this fashion. I did not ask them to consider me for a credit account. They solicited my efforts with a BLATANTLY DECEPTIVE mailed letter to me personally. This should not be acceptable! Can corporate entities never be held accountable for their conduct? Everyday people are the life's blood of the consumer pool, but BIG BUSINESS constantly abuses us whenever the moment presents itself. This is WRONG!Desired Settlement: Conn's should be required to extend me the printed offer of $2000.00 credit at no more than 13% interest! I know this will probably not happen, but if they fail to address this in some satisfactory way, please let me know how can a False Advertising charge be filed against them in an appropriate court. I would certainly follow-up on any guidance that the Revdex.com could offer me.

Respectfully[redacted]

Business

Response:

Thank you for

the opportunity to respond [redacted] concerns regarding credit approval

[redacted] will

receive a letter in the mail within 30 business days letting him know the

reason his credit application was declined at this time. Many factors go into a credit decision and

are explained in this latter.

If any

additional questions arise, we ask [redacted] to contact Conn’s at the number

provided on that letter. Thank you,[redacted]

Business

Response:

Thank you for the opportunity to respond to [redacted] concerns regarding his

credit application.

Upon further review, we understand that [redacted] received a "pre-approval"

offer. As explained in our previous reply, many factors are reviewed before an

offer of credit is decisioned as approved or denied.

It appears at the time of [redacted] credit application, we did not

receive his "pre-approval" status and apologize for that inconvenience.

In order to fully decision his request, we ask that [redacted] contact his local

store to assist us in gathering more details.

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

he has experienced due to this matter. Thank you, [redacted]

Review: I purchased a [redacted] laptop computer from this store on [redacted], and upon turning it on at home discovered the touchpad was defective. We called [redacted] and were told to try rebooting the system, but this did not fix the problem. I called Conn's, explained the situation, and had to convince the machine should be replaced rather than repaired. I went to the store on [redacted] and received another of the same laptop, whose touchpad was also defective. When I informed the store manager of this, he said I could either get a different computer from them or get a refund minus a 15% "restocking fee." This is what I had to do to get a partial refund. In effect, the store extorted money from me. I paid $[redacted] to return a defective laptop, twice.Desired Settlement: I wish to receive the remainder of my payment for the laptop, since they now have the computer. I should note that the store representative wrote on the refund invoice that I returned the computer because I was "unhappy" with the product. This is not accurate. Neither computer worked properly.

Business

Response:

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

complaint. Our records show on [redacted], **. [redacted] purchased a

[redacted] notebook with a limited 1-year manufacturer warranty.

**. [redacted] elected to pick up his notebook from our [redacted] location, and

signed acknowledging his notebook was received in good order.

After researching **. [redacted]’s complaint we found he contacted his

local Conn’s location the next day; stating the notebook was not powering

on. Due to a 24-hour failure **. [redacted]’s notebook was approved for an

exchange. **. [redacted] exchanged his notebook with the same model.

However, **. [redacted] later contacted his local Conn’s; stating the notebook

keyboard was malfunctioning. Based on the problem description we

suggested for **. [redacted] to bring his notebook in for service. **. [redacted]

refused to have a service technician assess the unit; due to **. [redacted]

refusing to have his notebook assessed we offered **. [redacted] the option to

return or exchange his notebook with a 15% restocking fee. As of 10/24/14, **. [redacted] returned his notebook with a 15% restocking of

$150.00.

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

his restocking fee; the notebook was set to service upon the return and there

was no problem found..

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

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

Kind regards,

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.

The company seems to think that having a policy justifies treating customers as they treated me. Both laptops I received from Conn's had the same problem -- a keyboard to which the cursor would not respond without repeated clicking of the touchpad. I was not willing to have a new machine repaired, and thus the company charged me to return a malfunctioning computer, twice. I would hope the Revdex.com would note that this company is asking cusotmers to pay a "restocking fee" for defective devices, a practice that is surely unfair to customers.

Regards,

They don't keep up with promises. They "strong" arm you. They are rude condescending ,lie about where drivers are and are not. Time frames are never consistent. The pieces are supposed to be delivered or not delivered appropriately with the appropriate pieces to put the product together for you. They are in home until way past 11:30pm. No calls to say they are going to be late. When I call I get the run around. Wait all day to get a table for the third time. Extreamly angry.

Review: I purchase warranty on my refrigerator and it has been taking over a 1 week on them to order parts,as of today 5/7/14 a part that order came in still missing another part to cool for my refrigerator and he has to order once again another part of it,the whole refrigerator is out now not even the freezer is working and they can not come out to see the problem until they complete the first order which is really ridiculos for this to happen.We have no groceries it is going to be 2 wks already,and now they are telling me another week to order another part when they have not even open another ticket for the freezer part of the refrigerator. I purchase warranty for a reason.I need a new refrigerator this is not my fault only had it for 2 yrs,still paying on this fridge.Please help me[redacted]Desired Settlement: new refrigerator please

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 4/26/12, Mrs. [redacted] purchased a

Samsung refrigerator with a 48-month Repair Service Agreement Plan. On 4/30/14,

Mrs. [redacted] contacted us stating the refrigerator was not cooling properly

but the freezer was working. A service call was scheduled for 5/2/14; upon

inspection the technician found parts needed to be ordered to repair the unit.

On 5/3/14, Mrs. [redacted] contacted service again stating that the freezer has

now gone out. Mrs. [redacted] was advised that a new service order could not be

open at that time due to parts already ordered however; the information would

be added to current service order for the technician to inspect the freezer

when parts arrived. Parts became available on 5/5/14; however one part was

missing and needed to be re-ordered. Mrs. [redacted] was notified that due to

the missing part, she would be re-scheduled to complete repairs on 5/14/14. On

5/14/14, the technician replaced the ASM cover damper on the refrigerator and

tested units cooling system which tested ok however; the technician found parts

needed to be ordered to for the freezer. Our record show parts are scheduled to

arrive on 5/27/14; once parts become available a technician will contact Mrs.

[redacted] to schedule a date for repairs. Although we are unable to honor her

request at this time for an exchange we are committed to repairing her refrigerator

as quickly as possible. We sincerely

apologize for any inconvenience Mrs. [redacted] has experience during this

process.

If we may be of further

assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252.

Kind regards,

Review: I spoke with someone in Jan to set up payment arrangements to pay 2 of my Conn's accounts off so I scheduled the money to come out on Feb ** and asked the gentleman what I should do if I get money sooner than that. He said if I called after I made the payment they could cancel the automatic draft. On Feb * I paid both accounts off and called to cancel the automatic draft and was insured it was done. I double checked the week after that and saw there was a payment coming out and called them once again and was again assured it wouldnt come out because the accounts were closed. yesterday I get letters saying both accounts have been paid yet I get an email saying the payment was being drafted but because I didnt have funds it didnt go through. They did manage to take a $246.76 out of my account. I called them and they are rude and said it will take 48-72 hours for the account to be reviewed/investigated for their mistake and now im stuck without buying groceries for my kids. They wont give me contact information for managers and will keep me on hold to wait for one until im too tired to hold anymore.Desired Settlement: I would like my money $246.76 back as I havent owed them anything since Feb * asap and to compensate would like them to take some of the late payments off my credit report.

Business

Response:

Review: On February 11, 2013 my husband and I purchased a Sony NEX-F3 digital SLR camera from Conn's in Waco, TX. I also purchased an extended warranty for $149.95 that will cover the camera until 02/11/2017. In March of 2014 the loading mechanism (which hold the memory card in place)stoped working. Which means I can't save any pictures that I take with my camera. Thus meaning the camera is rendered useless. I took the camera into Conn's they sent it off to their service repair center, and told me it would be a week. It ended up taking a MONTH for me to hear anything about the camera. Finally the technician who was working on the camera called me and told me that he could not figure out why the memory card would not go back in and that he was sending to off to SONY. He then called me back the next day and said that he couldn't send it to SONY because my manufacturers warranty had expired. Seeing as how I had the EXTENDED warranty through Conn's I fully expect them to cover the cost of fixing my camera. The tech than explained that since my issue was so minor that he would send it back and refer me to a local camera shop who could fix it for around $20 and conns would credit me back for that. Come to find out there is no one authorized to work on the Sony NEX-f3 except SONY! To make matters work the tech marked my camera as "physical damage" despite the fact that my camera is in perfect condition, it's over a year old and still looks brand new. I've never dropped it or exposed it to liquid. For the past two months I've been going back and fourth with service and customer service to take a look at my camera so that they can see it's not physical damaged and stand behind their warranty. Overall the customer service has been horrible and I feel I am being cheated out of the money I paid for the extended warranty. I just want Conn's to stand behind their warranty and fix my camera.Desired Settlement: I would like to see one of three things happen; A. Conn's pay to have my camera fixed through SONY (would only cost $88). B. Conn's allow me to exchange my camera for the same model, or equal model.C. Conn's refund me for the extended warranty. I have attached pictures of the camera showing that it is in perfect condition and I am willing to send the camera in to Conn's to prove my camera is perfectly fine and that the technician just didn't do his job and he lied about the condition of my cam.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 2/11/13,

Mrs. [redacted] purchased a Sony digital camera with a 48-month Repair Service

Agreement Plan. On 3/13/14, Mrs. [redacted]’s contacted us stating there was a

problem with the memory card slot and it would not allow card to go in all the

way. The camera was sent to the service center for repair on 3/25/14; upon

inspection the technician did not find any defects with the camera however, he

did find the memory card slot was damaged which is why Mrs. [redacted]’s memory

card would not go in all the way.

Physical damage is not covered under the Repair Service Agreement Plan

that was purchased therefore; the unit was return to the store unrepaired. At this time we are unable to honor Mrs.

[redacted]’s request to repair or exchange the camera due to physical damages is

not covered. Mrs. [redacted] my cancel the Repair Service Agreement on her account

at anytime by faxing a cancellation request to [redacted] to receive a

pro-rated refund.

If

we may be of further assistance, Mrs.

[redacted] may

contact Customer Service at [redacted]

Kind regards,

Consumer

Response:

Review: I purchased a bedroom set there at cons and its been a complete nightmare.I bought this back in feb 19 and when I opened furniture the rail where damaged I called them and opened ticket and had the repair center order me a new set of rails promised in two weeks I would it,waited and waited and month passed and nothing so I decided to cancel my warrantie and return furniture but they told me no refunds were alowed.they told that to get back with them in three day so I called back and they had no answer its been the same answers since feb. I finally got an answer and I dont know what to do they told me I was pretty much out of luck that I had cancel my warrantie and that there was nothing they could.I dont know what to all I want it to get me rails replace I am paying for this bed so its not fair for me to be dealing with this I have manufactured warrantie on this furniture. please help meDesired Settlement: exchange of rails

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 2/19/14,

Mrs. [redacted] purchased a Nijarian Metropolitan bedroom set which included six pieces

with a 48-month FurnitureGard Plan on all items. Our records indicate Mrs.

[redacted] made her purchase and elected store pick up from our El Paso, TX

location. Mrs. [redacted]’s was instructed to inspect all her merchandise prior to

pick up; Mrs. [redacted] signed her invoice stating all her merchandise was

received in good order. Mrs. [redacted] contacted us on 3/21/14 stating the rails would

not connect to the headboard or footboard. A service call was set-up on 4/3/14;

upon inspection the technician found the bedrails were damaged; Mrs. [redacted]

informed the technician the rails were damaged out of the box. Our records show

on 4/8/14, Mrs. [redacted] cancelled her FurnitureGard Plan and a credit of $225.76

was applied to her account. On 4/9/14, Mrs, [redacted] was contacted and informed

that the damage reported was not covered under the FurnitureGard Plan due to

the merchandise was picked up by Mrs. [redacted] and signed stating all merchandise

was received in good order. At this time we are unable to honor Mrs. [redacted]’s

request to exchange the rails due to the reported issue was not covered under

the FurnitureGard Plan; Mrs. [redacted] merchandise is now only covered under

manufacturer warranty.

If we

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

Kind regards,

Customer Relations

Review: We bought a LG oven from Conn's on 2/14/13. The oven was a lemon and LG gave us a refund of $974 via Conn's about 4/30/14. We had a $974 in store credit. Conns took a week to send the refund to our local (Harlingen Tx store 5/7/14) Conns store. We were notified 5/7/14 by our local store we went down to pick up another oven and dropped off the broken stove. We picked out another stove which was $1129, we were told could pick it up the next day 5/8/14. (the oven was in San Antonio, Tue/Thur were their shipping days. We had been without a working stove for 2 wks which salesman knew.) She said, no problem, tomorrow is Thurs so it will be on the truck and you can pick it up after 2 pm. Your stove should be here by 12noon but just to make sure, call first before we come to pick it up. I called, (2:30 pm) was told No, but you can pick it up on Sat. The saleman then said, because of the mix up the oven will be delivered for free 5/10. We asked if we could pick it up, now we have been without a oven for nearly 3 weeks, we again were told No and that the oven would now be delivered on Tuesday! We talked to sales person,local managers,corp managers. A corp manager told us on Fri 5/9/14, she would call the deliver center as well as the local store and have one delivered to us on Sat 5/13/14 because of all the mix ups. She told us she would expedite a oven to us! 5/10/14 we get a call from the salesman informed us that will NOT be getting our stove today, it will be delivered on Tues. We called the corp office again, They NEVER called the deliver center! No ONE has done anything but give us the run around. We have asked for a refund were told the corp office could only do that. the refund would take a week! We were also told we are NOT allow to pick up it, it had to be delivered due to policy change! Funny how NONE of the sales or lower managers KNEW about this policy change! We got, gee they must have been off when the changes were put out. Ending promises and still NOTHING! We could have picked up thisDesired Settlement: oven at home depot/best buy bought the oven and walked out the door with it the same day. Conn's has done NOTHING to get us this oven. They didn't offer a refund. They have promised It's NOT easy to cook food for a family of 5 on a electric skillet for 3 weeks! Conns website SAID it was available locally! They LIED, they did NOT have the stove in house! They have NOT offered anything to help us out! I am angry at this point, I just want my OVEN! Conn's simply does NOT care!

Business

Response:

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

2/14/13, Mr. [redacted] purchased a LG electric range with a 1-year limited

manufacturer’s warranty. Our records show on 5/6/14, Mr. [redacted] was approved

for an exchange through LG to re-select a new range. As of 5/13/14, Mr. [redacted] has select and received a Samsung electric range. We sincerely

apologize for any inconvenience Mr. [redacted] may have experienced during this

process.

If we may

be of further assistance, Mr. [redacted] may

contact Customer Service at [redacted].

Kind regards,

Customer Relations