B And B Movers

Review: purchased a dishwasher on aug 30 2014..due to the renovation of our house we did not not install the dishwasher until sept.14,2014.A week later sept 27 and a half later as I was putting the dishes away the door start pulling apart..I called Conns baytown and suggested I call Service dept..Oct 3 service come out and I was told it would takes a week to order the parts..so I waited..almost a month later on Oct 27 2014 service came back and pull the door apart then told me he doesn't have the parts with him.Why did he come to my house?I dont know!I cancelled all appointments that day for the service guy only to find out that he doesn't have the parts..I called monday to find out when are they gonna come back..they said it could take up to a 2 wks or month ..depends if GE have the parts..I have 4 boys I spend all my time on the sink washing dishes..thank you so much hope this will help speed up the process..I just want my dishwasher.Desired Settlement: replace it if they cannot fix it..

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 8/30/14, Mr. [redacted] purchased a GE dishwasher with

a 1-year limited manufacturer’s warranty. Mr. [redacted] dishwasher was scheduled

for delivery on 8/31/14 and received in good order; he did not elect to receive

Conn’s installation on his unit.

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

service department on 9/27/14 stating the door is falling off on the

dishwasher. A service appointment was scheduled for 10/3/14; upon inspection

the technician found parts were needed to replace the door. Our records show

there was a delay receiving all the parts for repair therefore Conn’s submitted

a request to the manufacture for a possible exchange however; the manufacture

denied the exchange due to the reported issue was not a functional failure.

Once we received all the parts Mrs. [redacted] service appointment was scheduled for

11/11/14 however; Mrs. [redacted] informed the service representative that they no

longer needed service at this time due to the dishwasher was being replaced

through their homeowners insurance therefore, the service order was cancelled.

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

exchange; we will need to continue with repairs if service is still needed. We

sincerely apologize for any inconvenience Mr. And Mrs. [redacted] experienced as a

result of the service delay and we will mail out a $50 gift card as a gesture

of goodwill.

If we may be of further

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

Review: We made our second major purchase at Conns on **/11/14 and bought a sectional, as well as a king size bed with matching dresser. I was unsure of the bedroom furniture, but our [redacted] assured me that it would be no problem to return or exchange the furniture. He stated that if we did not like the way it looked in the room, we could send it back at time of delivery for free or could return it later for a 15% restocking fee. This is Conns return/exchange policy except on furniture. Apparently furniture has no returns or exchanges. However, that is in direct contradiction to what we were told, and we signed nothing telling us about the furniture policy. The furniture was just delivered today, and I requested an exchange within 2 hours. I have been met with nothing but rudeness from everyone, including the store [redacted]. Conn's needs to be held accountable to what their [redacted] represented to us. I do not know if the [redacted] was ignorant to their policy, but it is my belief that he purposefully lied to get us to purchase.Desired Settlement: I either want to exchange this bedroom set or just return it. I am perfectly willing to pay the 15% restocking fee as was verbally discussed. Additionally, Conn's needs to have this information listed on the contract and invoices and have customers SIGN that they have read and understood this policy. As I stated, I believe we were intentionally mislead. The store [redacted] should also apologize for his rudeness as it is completely unprofessional.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on **/11/14, Mrs. [redacted] was

approved and made a purchase under [redacted] with a 24-month Cash Option

Term. Mrs. [redacted] purchased a [redacted] bedroom set

which consisted of (4) pieces; headboard, footboard, QN/KG rails, and dresser

with a limited 1-year manufacturer warranty on all four pieces.

We attempted to contact Mrs. [redacted] to discuss her concerns, but

we were unable to reach her at this time. After reviewing Mrs. [redacted]’s

complaint we found she contacted us within 24 hours of her delivery. Although

we did not find where she was intentionally misled Conn’s has agreed as a

gesture of goodwill to honor her request and Return/Exchange her bedroom set

with a 15% restocking fee.

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

Kind regards,

Review: My payment of $87.80 was due on [redacted]. 20, 2014 and I have a 10 day grace period to pay my bill, which would ultimately make the last day my payment is due to be due on [redacted]. 30, 2014. I made my payment, online, through Conn's system on [redacted]. 30, 2014 at 8:06 P.M. CST. For whatever reason, the payment was not posted to my account until [redacted]. 31, 2014 and Conn's has now applied a late fee to my account. Regardless of when the company decided to process my payment, the payment was made within the grace period and I should not be penalized for how or when they process their payments. The [redacted] that I spoke with refused to remove the late fee.Desired Settlement: I do not remember what the exact amount of the late fee, but I would like the late fee removed from my account and if my account was stripped of the "cash option" because of this, I would like my "cash option" status reinstated on my account.

Business

Response:

Thank you for the opportunity to respond to [redacted] concerns regarding account #[redacted] stated her payment was due on [redacted] 20, 2014 and

she has a 10 day grace period on the account. She made her payment online

through Conn’s system on [redacted] 30, 2014; however, the payment did not process until

[redacted] 31, 2014

which caused her to assess a late fee and to lose her Cash-option.

According to our records, [redacted] signed a

30-month retail installment contract on [redacted] 6,

2014.

That contract included a 12-month no-interest

financing promotion.

Her payment is due on or before the

20th of each month; however,

she will not assess a late fee if the payment is processed within 10 days of the

due date.

Conn’s does not offer a grace period on the retail

installment contracts.

[redacted] received a payment confirmation stating

that she processed the payment on [redacted] 30, 2014 with a payment date of [redacted] 31,

2014.

We have attached a copy of that payment confirmation

for [redacted] records.

As a one-time goodwill gesture, we will reverse the late

fee of $4.19 assessed on the account and we will reinstate the

Cash-option.

Going forward, we ask that [redacted] submit her

payments on or before the payment due date to avoid future late

fees.

We value [redacted] as a customer and appreciate her

bringing this matter to our attention. Thank you,[redacted]

Review: We were searching for a gas range, and had trouble finding one in stainless steel that wasn'tdented or badly scratched outside or with deep gouges inside. We told the salesman about this,and he never mentioned that if we had the same problem at their store we would be charged a 15%restocking fee. We ordered the same model of range, and checked out three units only to findscratches, and on the third unit we felt pushed into accepting it. When I went to wipe out theinterior I found deep scratches that could rust when using the steam clean mode. I sent photosto Corporate, but it is hard to take clear photos and email them. They told me it looked to beonly cosmetic. I talked with [redacted], and [redacted] too only to be told I had tokeep it or pay the extra fee to return it. They didn't even send someone out to check the damageso they could see it was NOT just cosmetic. A customer should not have to pay to restock a product that is defective. Even their warranty and service departments told me it would rust.At one point a [redacted] told me the interior could be replaced, but the warranty department saidthat was not true. I knew I would have to lose the installation fee of $69.99, but I don't thinkI owed the restock fee of $129.00 for damaged goods. Thank you.Desired Settlement: All I ever wanted was to get back the restocking fee which was charged to me for a productthat was defective, and could not be repaired. They would not exchange it for that samemodel range, and they still would have charged to exchange the unit. We believe the wronglycharged fee of $129.00 should be refunded to us. Thank you.

Business

Response:

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

Our records show on */16/14, [redacted] purchased a ** gas range with a

36-month Repair Service Agreement Plan. [redacted] requested delivery on */2/14 and signed her delivery ticket acknowledging she received her range in

good condition.

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

our Customer Helpdesk department stating the range was delivered with deep

scratches on the inside of the unit. [redacted] was asked to provide

photos of the reported damages; based on the photos provided it was determined

the reported damages was a cosmetic which is not covered by the manufacturer’s

warranty or the Repair Service Agreement Plan. [redacted] expressed her

dissatisfaction with the range and requested to return the unit. [redacted]

was advised that she could return or exchange her range within 30-days with a

15% restocking fee. Our records show as of */22/14, [redacted] elected

to return her range with a Return/Exchange fee and received a credit in the

amount of $1179.18 to her [redacted] Card use to make the purchase.

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

refund the Return/Exchange fee of $129.00; the range was received in good order

with no reported damages on the delivery ticket.

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

us at [redacted].

Sincerely,

Review: On sep 9 2014 I purchased a air/heat unit.with a 24mo service agreement. On oct 15 turn the unit from cold to hot to adjust to the weather.when I switched the temp the unit didn't get hot so I adjusted temp to highest possible which was 86 left on for 2hrs the unit still remained cold.I call now the store to report the b problem the next day.the b assistant managers response was it was sold as is I asked him to look at my contract that it showed a 24mo service agreement. His response was call the service dept, so I did that there response was we dont service this particular unit anymore go to the store and tell them to do an over the counter exchange. So I took the unit to the spring store they said they didnt have a unit to replace the broken one so they told me to take the broken unit back home until they can call around and find us another one.I refused to take the unit back home so I left it there.went home and waited for a call after 3days had passed and still no call from anyone I called customer service and asked for a manager after speaking to 12 reps and explaining my situation. I had a rep tell me that he had spoken to b his supervisor that service dept was going to pick up the broken unit from the spring store tepair it and have it back to me within 24hours and that they would also give me a 80.00 credit for my troubles.that was a friday on monday I didnt hear anything so I called the spring store to see if b service dept had picked up the unit they said no I said is there a 80.00 credit in the sysyem they said there was nothing in the system about the broken unit or an 80.00 credit.im really frustrated at this point because it's going on a week I have no heat there is hole in my wall where the unit is suppose to go.so I called a supervisor again I got the run around we were sent to me 4 different stores to pick up a working unit and b each time it b was something different either they said oh im sorry the unit has been sold or we dont have any info about u coming to get a new unit.the next day I finally spoke to a manager by the name of aaron in the customer service dept who called around to find unit a try to resolve the issue he located a unit had the spring a tore to fax over a pick up slip and said that the [redacted] store which was an hour away has a unit for us so because of the past situation I called the store just b to be sure I spoke with a manager by the name of [redacted] he said yes the unit is here it just a little crack on the side.what a joke me and my wife drive an hour to the [redacted] store only to be once again disappointed they showed us the unit it was busted up so I asked does it work they said yes I asked can u plug it up please I just drove an hour there response was we cant test the product in in the store so I proceeded to look for an outlet I found one behind a cabinet.I plugged it in the cold air worked but not the heat just like the unit I had returned oh my god I was so upset I started crying because it had been a week in a half that my family had to sleep I. The cold so it hurt because my wife and daughter both have [redacted] we had to sleep in in coats hats socks and sweat pants because we live in a manufactured home.the manager said im going to help u because I understand your frustration so I will give u a new unit at the same price he said I will be right back he went to make a phone call he came back and said im sorry I can give you the unit but for 499.00 dollars. I was mad I could scream I didn't feel like I should had to pay anything extra because of everything I had to endure.I left the store with no unit and its 2weeks still with no heat.today is tuesday I called the manager back explained the situation he said he couldn't help any further and said he was going to refer the issue to the resolution dept he gave me a ticket number and said they will call me tomorrow at 9:30. So we will see what happens mean while we are still in the cold with the hole in the wallDesired Settlement: Payoff my account and compensate us for our pain and suffering of having so be without heat for two weeks. And also provide us with a working heating unit.I had to miss a days work without pay.

Business

Response:

Thank you for the opportunity to respond to [redacted]

complaint. Our records show on 9/08/14; [redacted] purchased a floor model GE

heat/cool air conditioner with a 24-month Repair Service Agreement Plan.

We received [redacted] complaint and found he contacted our

Customer Service department stating his heat/cool unit does not work when

attempting to use the heat. Our records show [redacted] unit qualified for an

over-the-counter exchange however; we no longer had the exact model available

in stock as this is a seasonal item sold at Conn’s. We attempted to locate another

heat/cool unit however; we were unsuccessful locating another unit for $280.11

which was the original amount [redacted] paid.

Our records show on 12/5/14; Conn’s processed a full credit in the

amount of $357.29 ($280.11 for heat/cool unit and $49.95 for warranty plus tax)

to close his account because we were unable to locate another unit; no further

credit is due at this time. We sincerely apologize for any inconvenience [redacted] experience during the exchange process.

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

Sincerely,

Review: I purchase a camera during the Christmass Holidays for cash for $455. I was not told that it had to be returned within 15 days for a refund. I bought it Dec 23 and tried to return Jan 1 never opened it. I purchased it from the Northline store [redacted] ,Phone- [redacted].I was told that I couldnt return or exchange for anything else by the saleman and manager.I would like to see how this can be resolved cause I would like my money back. [redacted]Desired Settlement: I would like my money back

Business

Response:

On January 23, 2015 you provided the following information:

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

complaint. Our records show on 12/23/14, Mrs. [redacted] purchased a Samsung

Galaxy 2 digital camera with a 24-month Repair Service Agreement Plan.

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

customer helpdesk department on 1/21/15 stating she tried to return her camera

to the store on 1/01/15 but was told could she not return or exchange the unit.

Although Mrs. [redacted] has exceeded the 14-day time frame to return or exchange

her camera; as a gesture of goodwill Conn’s is willing to extend her the option

to return or exchange the camera with a 15% restocking fee. As listed on the

Return and Exchange Policy, the 15% restocking fee is due at the time of the

return/exchange and may not be financed. We apologize for any inconvenience

Mrs. [redacted] experienced during this process.

.

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

at [redacted].

Customer Relations

[redacted] ext [redacted]

Review: After calling in to make a payment my fiance and I were greeted with the automated system advising us that we had a zero dollar balance. At that point, on January 8th of 2015, we asked to speak with a customer service representative. The representative told of that the store we had made our purchase at had not actually sent the bill over to them yet so there was no balance to pay. I had asked, after having my fiance give the representative permission to put my on the account so I may speak on the accounts behalf, how we could make the payment. At that point the employee told us to not pay our bill until February. At this point I had made sure she clarified that if we were to not pay our bill, that we would receive no late fees or notices. I had even stated that we had a check book saying our first payment was due on the 18th of January. She again assured me that we would not need to make a payment until February. At this point we disconnected the call and budgeted for the bill for the next month. After about a week or so we received a call stating we were late on our payment. I tried to explain to them what had happen with the representative but was getting no where. No one seemed to want to help. The issue was escalated to a manager who again told me the same thing. "We are sorry you were misinformed but the contract still states you need to make that payment." So I told them I tried to make the payment and was told not too, and I again just got a sorry but that doesn't matter. I had the matter escalated again asking, or more like pleading with someone, only asking to not make my first payment until February, when we were told, since we no longer had those fund set aside. Still nothing, so I gave them the exact date and time of the call and asked them to pull the call to hear there employee say not to pay until the following month, but even after pulling the call, they just said in more words or less, "all we can do is try to train better, but the bill is still due." I again tried to explain that I now didn't have the funds because of what I was told, but no one will help me. I am exhausted with this matter. I have anxiety and there are causing my symptoms to worsen. I have never dealt with a company so uncaring towards there customersDesired Settlement: I want them to make my first bill due on February 19th of 2015 like the original representative had stated. I understand this would add that month to the end of my contract, but I want them to ensure no negative reporting onto mine, or my fiances credit report and that same agreement with their "same as cash policy" special that we were given be honored. I would also like a apology that they have no policies in place in order to fix mistakes made by their own company, and the stress they put onto myself and my fiance, who is the primary account holder.

Business

Response:

Thank you for

the opportunity to respond to Ms. [redacted] concerns regarding a Conn’s

account.

According to

our records, Ms. [redacted] is not a signer on the account she is inquiring

about. Conn’s has many data and privacy

measures in place when credit accounts are established. We take the privacy and protection of our

customers’ information very seriously; therefore, we are unable to discuss the

account with anyone except the account holder. Thank you,[redacted]

Business

Response:

Thank you for

the opportunity to respond to Ms. [redacted] concerns regarding a Conn’s

account.

According to

our records, Ms. [redacted] is not a signer on the account she is inquiring

about. Conn’s has many data and privacy

measures in place when credit accounts are established. We take the privacy and protection of our

customers’ information very seriously; therefore, we are unable to discuss the

account with anyone except the account holder. Thank you,[redacted]

Review: My husband and I got a washer and dryer through Conns. We had to go to the service center before anybody would talk to us. they have told us daily someone would come out, parts would be ordered. I have been hung up on lied to. My carpet has been flooded. It's been 2 weeks without a washer. Our daughter has [redacted] and needs clean clothes 3 or more times dailyDesired Settlement: Washer fixed or a new one

Business

Response:

Thank

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

on 10/15/11, [redacted] purchased a [redacted] washer and dryer both with a

48-month Repair Service Agreement.

We

received [redacted] complaint and found that she has contacted our service

department on two separate occasions for service on her washer dated on 4/6/12

and 2/13/15. [redacted] last service appointment was scheduled on 2/19/15;

the technician found parts were needed to complete repairs. Before parts were

received [redacted] contacted service on 2/23/15; stating the unit was worse

than before and has damaged her carpet. [redacted] was provided the

information to file a claim on the alleged damages to determine if issue is

covered. Our records show parts arrived on 2/26/15 and [redacted] was

scheduled to complete repairs the same day.

On

3/2/15, we contacted [redacted] to verify if repairs were complete; during the

conversation she stated the washer was still not working properly and the

technician informed her he would submit a request for a possible exchange on

the unit. Although we have not received the technician’s report regarding the repairs

that were complete on [redacted] last service call, Conn’s has agreed to exchange

the washer under the Terms and Conditions of the Repair Service Agreement after

further reviewing [redacted] repair needs. [redacted] will need to return

his washer to his nearest Conn’s to process the exchange. We sincerely

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

service delay.

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

Kind

regards,

Review: Since January 2015 I had made an agreement with Conns Inc to join my two bigger accounts. The person who set up the agreement did not input my email correctly. I was made aware of the situation about a month later. We corrected the issue and even gave them a secondary email, as they would state they had emailed me my contract and I had not yet received anything. The primary email I provided them with was ([redacted]) the associate forgot to place the (.) between my name. The second email, which is my personal email I provided them with, was ([redacted]). I have been patiently assisting in any way I can to get this resolved and merge my accounts. I received a call on April 2nd asking for my payment. I explained to the associate that I made arrangement with credit to get my accounts merged. My contract was lastly mailed on March 30th, 2015 as per that associate. She advised me to wait until Monday to see if I had received it, if not to call back. I have been playing the waiting game with the company and am yet to receive any mail or emails. I receive their promotional offers and have not changed me address in the past 15 years. This has become a hassle. I receive 5+ calls a day even after I have already spoken to someone. On April 10th 2015, the supervisor Amy that I must now make a payment in order to join my accounts told me. I just want my accounts to be merged as we had made an agreement to since January and they have not followed through with it. I also receive calls for my account, which is current. I opted out of text message reminders and somehow have been placed actively again. I have been a Conns customer and employee and I feel that their way of treating people is horrible. I am upset of the fact that I take the time to talk to them and give them multiple ways to contact me and send me the contract. They have not kept up with the agreement. My husband was also told they would send his contract via email and they never did.Desired Settlement: I would want Conns to finish what they have promised. I am not asking for any compensation for the waste of time they have made me go through. All I am asking is for them to merge my accounts as they said they would. I have even asked for them to fax them to store [redacted] as it is on my way home from work. I would like for collection team to be properly trained. After receiving multiple calls in one day I was informed by supervisor [redacted] that an associate did not make a note in all of my accounts for them to quit calling for a few days. I have always kept in touch and even followed up in regards to my contract. I did not always wait for them to call me. I am to the point where it has been 3 full months and I have not been able to receive a resolution from this company.

Business

Response:

Thank you for

the opportunity to respond to [redacted] concerns regarding his

account. [redacted] stated he wanted

to combine his two larger accounts, but has not received the new contract as of

yet.

Due to a

processing error, the new contract was not delivered to [redacted] email as

promised. We have corrected the error

and have forwarded the new contract to [redacted] email address. We have also submitted a goodwill due date

change to prevent any collection calls until the contract has been returned and

the accounts have been combined.

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

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

Review: I went to Conn's on [redacted] in January 2015 and bought a Samsung dishwasher. After several hours in your store talking with your sales associate we decided on the one we bought, based on what he told us about the product vs. other products of dishwashers. The technicians came and installed it quickly and left. We used it several times and noticed that it was not cleaning the dishes properly, so we decided to change the soap we used. Upon doing this we still noticed the issue. I was called away out of town for work and was not using the unit nor was I available to have someone come look at it. When I arrived back home I used it and noticed that the dishes were not coming clean. And upon the dishwasher being finished the dishes were soaking wet, I have to dry them before putting them away. This thing does not dry the dishes. It also does not clean the dishes properly. I called for service. A technician came to the house and asked what was wrong I told him and he said oh well you were not properly educated when you made this purchase. The [redacted] dishwasher was built to purposely not dry the dishes to save on efficiency. But was told to use a rinse aid to help and when the dishwasher was finished I could open the door to let them air dry!!!! When I bought this thing I was specifically told it would dry the dishes. I was also not told that a normal cycle would take 3 hours to wash the dishes but not dry them. This is ridiculous. So according to the repair technician the unit works as it was manufactured. There is nothing wrong with the unit itself. I was highly upset with spending the type of money I did on a product that does not meet my needs or wants. I was mislead by the sales associate to get a sale instead of being educated properly on the different choices I had based on my needs. I would have purchased something different had I known this.

I contacted the assistant manager at the store and told him of the situation and he said he would call the service department and see what was going on and call me back. He never called. I called him several hours after not hearing from him and he said there was nothing he could do and he was sorry if I was misinformed. He had quite the attitude and I said ok well since you cannot do anything who is above you. He said I am the highest person, I said no, you said you were the assistant manager and I want to know what your boss's name is. He refused to give it to me. He said the only information he would give me would be the help desk number for customer service. He was extremely rude and unhelpful. Apparently just like the sales associates they hire and train to lie to customers.Desired Settlement: Since this item is unable to be returned and since it was installed by Conn's and my old dishwasher was taken away by them I want part of my money returned to me. Or a full refund. After all you did sell me a dishwasher that does not do what your sales associate told me it would do.

If this wont work my other outcome would be to come pickup this piece of junk and exchange it for a different dishwasher that meets my needs and install it just like you did the [redacted] for the same as price as what I paid for the [redacted] or lesser value. I refuse to pay Conn's anymore money as I do not trust you guys.

Business

Response:

Thank you for the

opportunity to respond to [redacted] complaint. Our records show on 1/01/15,

[redacted] purchased a [redacted] dishwasher with a 36-month Repair Service

Agreement Plan. [redacted] dishwasher was delivered and installed by Conn’s

delivery team on 1/02/15.

After further review and

research regarding [redacted] complaint we found she contacted our Service

Department on 4/23/15 stating the dishwasher was leaving her dishes dirty and

was not drying. A service appointment was scheduled on 5/1/15; during

inspection the technician was unable to find a mechanical failure with the dishwasher

and reported the unit was up to manufacturer’s specification. We researched the

model number associated with [redacted] dishwasher and found based on the manufacture;

the dishwasher does have the capability to dry dishes as mentioned by the sales

representative. As listed on the manufacturer’s website, [redacted] dishwashers

are energy efficient units which do not have a conventional drying heater.

However; the dishwasher uses condensation dry technology that uses ambient heat

inside of the washer from the hot water, along with air flow, to dry dishes. According

to the owner’s manual some reasons the dishwasher might not dry dishes may

result from not using a rinse aid or the temperature of the water is too low.

[redacted] may visit the manufacturer’s website at [redacted] or the owner’s manual she received at the time of purchase for

troubleshooting step to help ensure proper drying performance.

We have no records

showing [redacted] contacted us regarding any issues she was experiencing with

her dishwasher prior to receiving her complaint. As of 2/2/15, [redacted] has

exceeded the 30-day time frame to return or exchange her dishwasher. At this

time we are unable to honor [redacted] request; based on the technician’s

report the dishwasher is working to manufacturer’s specification.

If we may be of further

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

Kind regards,

Review: I purchased a laptop from Conn's on credit. The laptop was stolen shortly after it was purchased. My account with Conn's required that I have insurance. This insurance was included in the financed amount/my monthly payments. I filed the claim in February of 2014. The insurance company approved the claim and paid Conn's directly for the amount of my claim in mid March. I owed Conn's roughly $1,360 and the insurance settlement was approximately $1,547. This resulted in a credit balance of $187. To date, I haven't received my $187. Initially I was told that I needed to go to the store and pick out a new computer to replace it. After asking the right questions I realized that I did not have to buy another computer through Conn's and that I could just get my money (the $187 credit balance) back. So, I purchased a computer elsewhere. I was told (2 or 3 weeks ago) by Conn's that they would apply the insurance payment to my account and then send me my $187. Again, I've yet to receive my money.

I've been checking my account online almost daily. My account still shows that I owe Conn's $1,360 (two + months and they still haven't corrected my account balance?!!?). Anyway, after becoming increasingly frustrated, I contacted Conn's again today. I was told that the insurance payment had been applied to my account and the $187 I owed was going to be applied to another account I have with Conn's?! Do what? First they tell me that I'm going to receive a check and now they are telling me they are going to apply it to my other account? How can they even do that?

After speaking with them about this they now tell me that they will send me my money IF I send them an email saying I want a refund via check rather than having them apply the money to my other account. I sent them an email today and supposedly I will get my check next week. We shall see.

Granted, it is only $187 but how can they be allowed to do this? Why is it ok for them to hold onto my money for over 2 months? Why can they just randomly apply my insurance money on a stolen computer to my other account (that was for a mattress, I believe)? Why did they first tell me they'd refund my money and then just decide to apply it to my other account?Desired Settlement: I'd like my money refunded ASAP. I'd like for them to change their procedures. And shouldn't they actually owe me some interest for hanging onto my money for over 2 months? Again, yes it is only $187 but I'm just one person. How many customers do they have? How often and how long do they hang on to others insurance claim money?

Business

Response:

On May 28, 2015 you provided the following

information:

Thank you for the opportunity to respond to [redacted] complaint. We have researched and [redacted] complaint and

found his issue has been addressed and resolved. Our records show on 5/25/15, a check

request was submitted in the amount of $187.00 for the remaining balance of his

insurance credit. We ask that [redacted] allow 5-7 business days to receive

his refund check. We sincerely apologize to [redacted] for the experience

and any inconvenience that has been caused regarding this matter.

If we may be of further

assistance, [redacted] may contact our Customer Service at [redacted]

Kind regards,

Kathryn [redacted]

Review: We purchased a man lifting recliner from Conn's first it took forever to get it in . When called that the chair was in , we went to pick it up on a Friday evening and the chair was working great for my 90 year old father in law. All of a sudden it stopped working on Monday during the day. I called Conns and they put in a ticket for us to the service dept and I argued with them that they never told us that we could not replace the chair with in a certain amount of time. They were very rude and not helpful then . So a week later they called to setup date to come out and I told them to wait and because since my father in law could not have people around working on things due to his illness the lady then told me that they would call me back before the 5 days because after that they would close it. So I told her ok please do call back because I need to get a date for you. never received a call so I call conn's and spoke to [redacted] a [redacted] he was suppose to call me back with information and never bothered to call. This one lady at conn's spoke to me and my sister in law as if we were is and told us you needed to read your contract that you signed and it would have explained it all. According to the another [redacted] they are suppose to explain all warranty and issues to you before signing any contracts. They deceive the public about their products and warranty issues. Up until today my recliner has yet to get serviced. [redacted] spoke to me today and told me that the service center had cancelled my ticket because that they couldnt go in there because of germs for my father in law but that was not correct, they are just covering up their tracks and I want this resolved because my elderly father in law really needs this recliner.Desired Settlement: I would like for a complete replacement of this recliner and not the same one because this just tells me that all of these are deffective.

Business

Response:

Review: I bought a ** G[redacted] 29.1 Cu. Ft. Side-by-Side Refrigerator, in [redacted] from Conn's and loved it! It had lots of room and looked nice. It has been a little over a year and it stopped working! To top it off, I purchased the extended service agreement and it sucks too!! I have been without a fridge now for 10 days, with 4 kids and no fridge...NOT EASY AT ALL!!! I have called Conn's Service Center repeatedly and they say that they will send someone out asap and that I will receive a call back within 24 hrs, they NEVER call me back and I have called them over and over again! They finally send a technician out (he was very friendly and the best part of this whole thing) he tried to get it up and going for me, but couldn't because he was not equipped for the repair, because Conn's only sent him there to diagnose the problem, NOT FIX THE PROBLEM...that was 5 days ago! I have called the store and they tell me to call the customer service line, the customer service line person tells me to call the sevice line, the service line people tell me that they will have a tech call me within 24 hrs! I am so tired of the run around! I have purchased over $15,000 in merchandise from Conn's over the past few yrs and this is how they treat their loyal customers??? I WILL NEVER BUY FROM CONN'S AGAIN!Desired Settlement: I would like a replacement fridge because I am worried that once they do one repair, (on a fridge that is only a yr old) it is going to just continue to have more problems. I paid them for an extended service agreement and I have to fight to get them out here the 1st time there is a problem, I don't want to have to keep going through this with them. I am so tired of buying ice to put into a cooler so we can have cold drinks and eating out because we don't have anywhere to put food or leftovers.

Business

Response:

Review: Basically.... I paid for an extended warranty and the Manager from the Service Department at that time gave me an additional year. Now for the last 7 months I have gotten many renewals in the mail for the warranty and I been calling for over 6 months with a warranty issue that they still have refused to fix!!!!!!!!!!! At first it was no one could find my invoice, then me in the system... So on and so forth. I have asked multiple times for help. BUT NOTHING! Then I asked for Corporate was told to write another email and put it to the CEO and COO attention and someone from their office would follow up, but those were simply lies... All I want is my dryer fix. I have children and I want to be able to use what I invested my money in. Who can help me get this resolved?Desired Settlement: Fix my part and I'll be satisfied!;)

Business

Response:

Review: Purchased a ** Washer/Dryer set in [redacted]. First time I used washer, it broke. Repairman came said mother board was bad. Instead of repair, I asked for new washer. After several attempts to have it replaced, headquarters Conn's approved replacing new washer with a "newer" washer. After ridiculous attempts at delivery, Conn's customer service and delivery service came to an agreement and Saturday, [redacted], my new ** washer was delivered and installed.I noticed water on the floor but chalked it up to the heavy on/off raining that day. A day later, I used the washer again. Later that day, I discovered that my rug that sits in the pantry was soaking wet. Again, I did not connect to the washer and put the rug in the garage. [redacted], now six (6) days since I received my new ** washer, I decided to wash some clothes while I waited for my ride. When my ride (son and daughter in law) came to pick me up, they needed something in the garage and that is when we discovered that the pantry was flooded to the breakfast nook.The thoughtlessness came from the service center employees was unbelievable! They refused to adjust their schedules for a customer who had already been so greatly inconvenienced! Their apologies sounded insincere especially when I asked if I must continue to pay for an item that will not be used for two weeks. My clothes closet is almost empty....my dirty clothes stink....and Conn's has told me they won't pay back any monies that I use to clean my clothes. Two of my good towels are spoiled because I could not wash them!I am very frustrated talking to the very rude women and men working for Conn's and am sickened by their attitudes that hide faulty equipment, and harassing phone calls (better not be late with an payment). Worst was having to sit home for hours waiting on a service person who called me at 724am!Please help me Revdex.com![redacted]Desired Settlement: 1. I would like a sincere apology from an executive at Conn's and an explanation of what should have happened when all of this foolishness started.2. I would desire Conn's to pay for one trip to a laundry mat to wash and dry my piles of dirty laundry.3. I would desire Conn's to replace my 2 extra large white towels (for full-figure adults)I had to use [redacted] to sop up all the water!!!4. I would desire Conn's to replace the small rug that sat in my pantry. Thank you! DAT

Business

Response:

Review: On 2 March, I purchased a bed frame and mattress set from Conn's in Shreveport. The bed was scheduled to be delivered on 4 March. The delivery team called to reschedule delivery for the following day due to issues. The next day I never received a call, nor did anyone show up. I called that next Thursday and eventually the items were delivered on 6 March, after me waiting for them several days in a row. The delivery team did not set up the bed as was agreed. They told me they did not show an order for set up- just delivery and there was no hardware included with the bed frame so I was unable to set the bed up on my own if I had the ability to do so (the bed is too heavy for me to manage alone). I called again, spoke with a manager and was told that they should have set the bed up for me and that they would send someone out to set up the bed for me. I have placed several calls to the store and the 1-800 Customer Service number to Conn's and I have yet to get anyone to call me back, and I still have a bed that is sitting on the floor, unable to use and it has been well over a month. I am highly disappointed with the level and lack of service that I have received from Conn's.Desired Settlement: I am highly upset with the way this issue has yet to be resolved. I would like to be refunded some of the money that I have paid on this piece of furniture that cannot be used as well as the amount of time I have spent in frustration in an attempt to get these issues resolved. If Conn's is unwilling to supply the hardware necessary and set up the furniture I would like to have the furniture returned to them completely so that I may go elsewhere and purchase a usable bed elsewhere.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 3/02/14, Mrs. [redacted] purchased an

Alexandria queen bedroom set which was delivered on 3/05/14. Although we

were unable to reach Mrs. [redacted] today, we did contact the delivery manager who

informed us that on the day of delivery Mrs. [redacted] stated she would set-up the

bedroom furniture herself. The following day, Mrs. [redacted] contacted the delivery

department stating she was missing hardware and could not complete set-up on

her own; Mrs. [redacted] was advised that delivery would come out and complete

set-up. Our system records show a delivery ticket was created and we

attempted to contact Mrs. [redacted] on 3/08/14, 3/10/14, 3/11/14, and 3/13/14 however, delivery was unable to reach her. Therefore, the ticket was cancelled. We

will be glad to assist Mrs. [redacted] and resolve her issue. Mrs. [redacted]

will need to contact delivery at [redacted] to schedule an appointment on a day

that is convenient for her if she still needs her bedroom set assembled.

Kind regards,

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 4/14/2014 12:01:30 PM and assigned ID [redacted]

Regards,

Review: I purchased a computer from cons the all in 1 touch screen hewlett packard it's 1000 dollar computer I purchase it on april fifth and it stopped working on a April 15. I also purchased the insurance on the computer for $299 I was told and when I purchased it that if anything went wrong with my computer they would replace it I took my computer to the store to be serviced and they told me 7 to 10 business days I would have my computer back it is now May 5th I do not have my computer I was also told I had a two weeks grace. If anything went wrong they would fully replace it they have failed to do that I have called over 50 times and spoke with numerous people that promise to call me back and let me know the status I have not received a phone call I am continuing to call them they avoid my calls when I call by saying there on another call and whoever answers the phone take my number down and says they will have me, they will have them call me back and no one ever calls I just want my computer I am a college student and it has been very hard to do my finals these last 3 weeks without the computer I purchased customer service is non existent no one wants to help me I am at my wits end in tearsDesired Settlement: I want to go to the store and pick up the exact same computer brand new I do not want a refurbished computer I want a new computer plain and simple I want what I paid for I did not purchase a broken computer or a refurbished computer I want a new computer

Business

Response:

Thank you for the opportunity

to respond to Ms. [redacted] complaint. Our records show Ms. [redacted]

purchased a computer with a 25-month Repair Service Agreement with us on 4/5/14. Ms. [redacted] contacted our service

department on 4/16/14 stating that her computer would not turn on. We requested

that she bring the computer to the store to be assigned to a technician for

inspection and service.

We have researched Ms.

[redacted]’s complaint and found there was a delay transferring her computer to

our Service Department. We found once

the computer was received it was repaired within 3 days and was sent back to

the store for pick up. Although Ms.

[redacted] computer was repaired within the Terms and Conditions of our Repair

Service Agreement Conn’s has agreed to exchange her computer as a goodwill

gesture. We show the computer arrived to

the store on 5/6/14 and Ms. [redacted] has picked up her new computer. We sincerely apologize to Ms. [redacted] for

the delay and any inconvenience she may have been caused.

If we may of further

assistance, Ms. [redacted] may contact us directly at 1-877-358-1252.

King 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 this resolution would be satisfactory to me.

Review: We went into conns on [redacted] to buy an living room set mark the sales person showed us a leather set we had informed him that we had a cat he then informed us that the furniture gard/ insurance coverage that they provide that we will have to pay extra for per month would cover that. When went ahead and bought the furniture then when we brought it home and our cat put marks into it we called to file a insurance claim on [redacted]( which would have been within the 14 day exchange period) they came out took pictures and then denied our claim. When we went back into the store that following weekend to tell them that this was going to be an issue and that we just want to exchange the furniture for a clothe set because of the initial sale being a lie. The gm [redacted] told us he had to send the request to corporate for approval. They told us a [redacted] would be calling us back. Meanwhile the payment department was calling and harassing us for payment. We have called [redacted] 2 times a day since all of this has began and have not received a call back or a resolution.Desired Settlement: We just want to exchange the leather set for the clothe set

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: On 11/11/2013 [redacted] bought me a [redacted] laptop from Conn's - [redacted] store for $[redacted]. From Nov 11, 2013 - Jun 18, 2014 I had ZERO problems!

On 6/18/2014 PM I logged off & shut down laptop for the night with zero problems and put it away out of everyone's reach.

Then on 6/19/2014 AM I turned on laptop in to play a quick game of [redacted] while listening to morning news. I finished the game & won within 5 minutes. I tried to type "[redacted]" but it wouldn't do the letter "i". I tried other keys and ended up with 11 keys not working (q e t I o ] g ; enter) and on the number pad (6 4). I tried several troubleshooting actions to correct this issue but to no avail. So I contacted [redacted] online thru chat on our other laptop to troubleshoot the [redacted] laptop. He had me do several more troubleshooting steps. [redacted] tech said to reset the BIOS by following the directions provided in the chat. So I wrote down the instructions. When I got to last sentence it said to hit "enter" key. Well, the "enter" key is one of the keys that isn't working.

So I called Conn's the next day on 6/20/2014 [redacted] 4:26 AM Conn's Service Center & got disconnected. So I called at 4:27 AM the Conn's Service Center [redacted] and got a recording to call back after 8 am. At 8:33 AM I called Conn's Service Center ([redacted] & explained to him what was wrong - he gave me a work order #[redacted] & told me to drop it off at the [redacted] store, then the laptop will be sent to [redacted] for repairs; Also, he said if they need any more info they will call me. At 8:37 AM I called Conn's - [redacted] store @1 [redacted] and asked what time does the Conn's [redacted] Repair will pick up the laptop. They said between 12 Noon - 2pm. So I got everything together and dropped off the laptop at 12:07 PM Conn's [redacted] repair had already picked up all workorders, so they will be back Monday for drop offs/pickup's.

On 6/30/2014 I called Conn's [redacted] warehouse & repair to see what the status was on the laptop & was told it was not ready yet. Later that afternoon [redacted] got a message that the laptop will be ready to pick up after 3 pm on Tuesday 7/1/14 at the [redacted] store.

On 7/2/2014 I went to Conn's [redacted] to pick up my laptop. When I got home I immediately checked it out and same keys were still not working. So I called Conn's Service Center [redacted] immediately & told them the same keys are still not working. So they gave me a new work order #[redacted].

On 7/3/2014 I called to see if Conn's [redacted] store [redacted] will be open on July 4th and they said yes.

On 7/4/2014 I dropped off the laptop off for the 2nd time at Conn's [redacted] store.

On 7/5/2014 I received the survey call from[redacted] to rate the service done by [redacted]. 5=best, 1=worst. I gave all questions a rating of "1"!

On 7/11/2014 [redacted] got a call at 3:27 pm from the Conn's [redacted] store stating the laptop is ready for pick up. [redacted] asked if laptop got fixed. She said "No it has "liquid damage"! SHTF! I am the only one that uses this laptop & I will swear on a stack of Bibles that there was no liquid spilt on this laptop! [redacted] was on the phone with her for 9 minutes 8 seconds. [redacted] called Conns warehouse /Repair 1-[redacted] at 3:37 pm for 1:03 minutes, 3:40 pm for 3.19 minutes & 3:47 pm for 19.5 minutes. [redacted] talked to Shop Manager [redacted] made the comment he takes his tech guy's word that there is liquid damage. [redacted] said "so I am lying?" [redacted] said people lie when they don't want to pay for repairs. Needless to say SHTF again! [redacted] called 1-409-832-1696 Conn's Corporate in [redacted]t and spoke to ______? @ 4:14 pm for 20.48 minutes & @4:11 pm for 2.36 minutes. [redacted] called [redacted] Conns Helpdesk and spoke to ______? @4:55 pm for 5.57 minutes, 4:38 pm for 14.23 minutes & @4:36 pm for 2.08 minutes.

On 7/19/2014 I called Conns - [redacted] to see if the laptop is there .They said no, but it is at the warehouse off of [redacted] & [redacted] called @9:03 am for 13.57 minutes[redacted] Corporate and spoke to ______?

On 7/21/2014 I called Conns Customer Helpdesk [redacted] for the warehouse phone # off of [redacted] & [redacted]. They said it is [redacted] stopped by the warehouse after work & picked up the laptop. Employee [redacted]) said it wasn't liquid damage, but cigarette ashes. [redacted] blew out the little bit of ashes from the battery compartment area. [redacted] told [redacted] to call [redacted] to repair it, but not tell them the history. SHTF again! Conn's tell [redacted] to CON [redacted]! I am 58 years old, been smoking since 1973 & have been working on computers since 1984 (data input, internet, toubleshoot, etc). NEVER EVER have I had a keyboard crash because of a little cigarette ashes!

On 07/25/2014 I called @7:50 am for 17.13 minutes & 8:10 am for 7.28 minutes [redacted] repair [redacted] for help. We went through different things and she said I need to do next level of support and gave me this #[redacted]. I called @8:36 am 22 sec & 8:38 am 47 min 56 sec [redacted] next level support for help in trouble shooting. I got connected with a nice male named Fren. We did several things and his diagnosis was it's a hardware problem. He gave me a event #[redacted] to bring it to [redacted] with proof of purchase for repairs. Also on 07/25/2014 [redacted] got a survey call @10:36 am for 7.41 minutes from Conn's, [redacted] 1-[redacted] Conns Warehouse/repair. [redacted] told him all what had transpired and [redacted] was going to let corporate know about it and he would get back with [redacted]. To this day, Sep 15, 2014, no one from Conn's has contacted us. Later I took the laptop to [redacted] for repairs around 11:30 am, but [redacted] said they only repair products that was bought from them.

About 8/3/2014 I received a post card in the mail from [redacted] Electronics Survey Department. It said to go to "[redacted]" to share my feedback on my [redacted] product repaired at an authorized service center (Conn's Appliance Inc [redacted]) Keycode:[redacted]. I answered all questions online on 8/4/2014 around 4:30 pm, but none of the questions were about the drama we had with Conn's customer service. So there was an area that I generally mentioned Conn's bad service and how they do not want to honor the [redacted] warranty.

At this point [redacted] & I are so frustrated, drained of energy/time & pissed off, we had to take a break from dealing with this crap to take care of more important issues and to gather all this information to file an official complaint. I googled if anyone else was having problems with Conn's not honoring warranties of products they sell - I was shocked! Complanits galore! Conn's is a CON & SCAM! Do not buy anything from them!Desired Settlement: What I want accomplished filing this report is getting the keyboard back working. Let me be very clear - I do NOT have a complaint against [redacted], only Conn's! So if [redacted] would be willing to honor their warranty that will be excellent!

Business

Response:

Thank you

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

[redacted] purchased a [redacted] computer with a 1-year limited manufacturer’s

warranty. On 6/20/14, [redacted] contacted us stating the keys were not

responding to strokes on the keyboard. [redacted] computer was sent to Conn’s

service center and received on 6/30/14; upon inspection the technician adjusted

the BIOS setting, reset settings back to factory settings and unit tested ok.

The computer was returned to the store for pickup on 7/1/14. [redacted] contacted us again on 7/2/14 stating the computer is still not responding to

strokes on the keyboard. The computer was sent back to service on 7/4/14;

during inspection the technician found the unit had liquid damages and returned

the computer to the store unrepaired due to liquid damages are not covered by

the manufacturer’s warranty. Although the reported damages are not covered by

the manufacturer’s warranty, Conn’s has agreed to repair the keyboard as a

goodwill gesture.

If

we may be of further assistance, [redacted] may contact us 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. For the record there is the one accusation that I still disagree with in Conn's response to Revdex.com is that there was "liquid damage". I've been working with computers since early 1980's (data input & technical), so I know better than to have any liquid near anything electronic, especially computers.

I want to thank you for your assistance in this matter

Sincerely,

Review: Dear [redacted]:

I am writing to you to express my disappointment with Conn’s Appliance, your delivery services and [redacted] in [redacted] lack of customer service. When I was approved for $2,500 credit, salespeople blew my phone up for 2 weeks trying to get me into the store to purchase from you.

I went into [redacted] on 11/21/14 with great expectations of finding what I needed a washer and dryer. I telephone ahead of time to find out what kind of discount prices you had on washers and dryers. I spoke with [redacted] who assured me that he would be able to assist me and to ask for him when I came to the store. Even though he would be off hours, he said he would wait for me.

[redacted] did assist me and convinced me to purchase the product that same night because I had been approved for $2,500.00. I looked around the store and found a loveseat and vacuum to add to my purchase. I was able to take the vacuum that evening (11/21/14). We set up a delivery for the following weekend (Saturday, November 29, 2014). I waited all day Saturday 11/29/14, made arrangements for the washer and dryer I had in my apartment to be removed, rescheduled and made adjustments to have my home ready for these new purchases. Also, I inconvenienced other people to assist me for this delivery.

At 6:00 p.m. Saturday no telephone call from the delivery person and no show. I called the Store to find out what happened. I asked for [redacted] and he looked the order up and came back to tell me the delivery was cancelled, of course I was very upset and asked why no one had called me to inform me it had been cancelled. After expressing my disappointment in this lack of customer service and asking why no one called me to inform me I was told they could get it delivered on a weekday (Wednesday). I told them this would not work and I wanted the items delivered the next day Sunday. He proceeded to investigate and then came back to tell me the dryer was on back order. [redacted] was unable to get the items delivered for Sunday upon my request. I then told him to cancel my order completely.

I felt [redacted] had to have known the dryer was on backorder during the sale. He was so concerned with making a sale he neglected to take it further to see if all of the items were available for the scheduled Saturday delivery.

I came to the store the next day (Sunday, November 30, 2014) to cancel my order and get my cash refund of $200.00 and was told that the store could only refund up to $50.00 cash and I would have to wait 7-15 days for a check to be mailed and that a 15% restocking fee ($27.00) would be deducted from my refund for the vacuum.

Page Two

The store manager “[redacted]” apologized and did not have a reason why [redacted] provided such poor customer service and why he did not call me. [redacted] never made an attempt to come over and speak to me about this incident. I was told he was busy helping another dissatisfied customer. However, he was all over me trying to get the sale, making suggestions on why I should put my money down that same night (I left and went to ATM to get the cash deposit). Telling me that the washer and dryer may not be on sale if I wait. To say the least, I am very disappointed in Conn’s lack of customer service, appalled at your refund policy not to give me the cash back you wanted the day I purchased the items and being lied to that if I called customer service I could get my refund sooner.

I was told by the Store Manager to call the customer service no. to request my refund sooner (he lied). I telephoned customer service immediately and I spoke to [redacted] for over 30 minutes explaining the situation. She kept apologizing however insisted that it was company policy, she could not expedite my refund check due to company policy. I find that hard to believe, since Conn’s messed up in the very beginning. The lack of empathy for your customers is very disturbing, especially since you wanted me to give you a rating of “5” on my experience with Conn’s for the customer satisfaction survey call. No solutions or compensation to me for the inconvenience.

I will never recommend Conn’s to any of my family, friends or co-workers, even though a family member referred me to Conn’s. I really expected more from Conn’s and now I would recommend that you remove any terms of “guaranteed great customer service” from your pamphlets or marketing advertisements. You failed in divulging your refund policy, you failed in not following up with delivery on items purchased, and you failed in not trying to make compensation or adjustments to make up for your lack of customer service.

I will contact the Revdex.com to give you a “0” rating with detailed explanations.

Dissatisfied Customer,

[redacted]Desired Settlement: Full refund of $200.00 not a 15% restocking fee of $27.00 which was deducted from my cash deposit.

Business

Response:

Thank you for the opportunity to respond to [redacted]

complaint. Our records show on11/21/14, [redacted] purchased

a [redacted] high efficiency washer and dryer, [redacted] loveseat, and a

[redacted] vacuum. [redacted] elected to pick up her vacuum from our

[redacted] location and elected to have her washer, dryer, and loveseat

delivered.

[redacted] was scheduled for delivery on 11/29/14; however her delivery was not completed due to the products

purchased was on back order. After researching [redacted] complaint we

found there was a lack of communication regarding her scheduled delivery; [redacted] delivery was postponed because the items were not available and

delivery could not be completed. [redacted] contacted her sales

representative; during the conversation [redacted] expressed her

dissatisfaction and requested to have her items delivered for the following Sunday. [redacted] was informed the delivery could not be

completed due to the items still on order; at that time [redacted] requested

to cancel her purchase.

[redacted] invoice was cancelled with a 15% restocking fee for

the vacuum she received. Our records show on 12/03/14 a refund check in the amount of $173.00 was mailed to [redacted]. As a goodwill gesture [redacted] restocking fee of $27.00 will

be refund in 7-10 business days. We sincerely apologize to [redacted]

for the experience and any inconvenience that was caused due to the lack of

communication.

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

Customer Service Department 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.

I appreciate the acknowledgement that it was poor communications on Conn's part and that I will receive a full refund on my deposit (less restocking fee). I would hope this will be a heads up for salespeople to follow up with their customers and inform them on delivery issues. Also, when you reach out to customers, don't call their home when you know they work and you have their work no. to call them there. I have been receiving numerous telephone calls from your District Manager leaving messages on my home phone when I am at work. If you really wanted to contact me you have all my numbers and could have spoken to me at work. However, I do appreciate the effort to call.