B And B Movers

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: I purchased a couch from Conn's last year. When it was delivered, one end of the couch was flat, the cushion was not up at all, the man said, it is due to the fact, we had some things sitting on top of it in the truck, give it a week, and it will begin to fluff back out. Well, it did not.I called my sales person, [redacted] at the store, the say it came, and she said do not worry about it, you have the Furniture Guard Insurance on it, we will fix or replace it, if it does not come back up.Well, it never did, I began calling in December of 2013, was told someone will call you back, no one ever did. I kept calling, kept sending letters, no response. You could not sit on half of the couch, it was so low and so hard to sit on. I called Customer Service, they said in April, finally that someone would come out and look at it, after all this time.Well, the man did, he said it was a factory defect, the boards were not put in it correctly, and that he would put in for me to get a new couch just like it. I said okay.Well, weeks went by, no calls, no one came out to get this one and to bring a new couch, then customer service told me to go pick out a new couch, so I called [redacted] the manager at my store, he said I could not do that yet, no notes telling him to allow me to do that.So, he started calling and emailing everyone he told me, over and over, well a month went by, and no calls, I called him again, he said [redacted] would call me back and handle it and take care of it right away.Well, to this day, she still ahs not called or emailed me at all.I called for her 4 times today, no calls back, and then I called Customer Service, and then the Warehouse to try to get someone to just come and pick it up, which is what Mr. [redacted] was suppose to have been doing.When I called him today, I was told he was on a 3 week vacation.I am moving this Friday, I need the couch picked up on 08/28/14 by noon, or I will give to the good will.Desired Settlement: I want the couch picked up this Thursday by noon 08/28/2014.I am moving to Montana permanently, and I do not have room to take a defective couch.I have tried since 12/2013, with no one single call or email about it to me.I would like the 338.00 that I have paid on this to be credited to my other account, for my Canon Camera, it should pay it off I full, since I have paid on it for a year now as well.

Business

Response:

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

complaint. Our records show on 9/11/13, Mrs. [redacted] purchased a Lakewood Capp

sofa and 48 month Furnituregard plan with us.

We show Mrs. [redacted] sofa was delivered on 9/12/13 and received in good

order.

Mrs. [redacted] contacted the store on 8/6/14, stating she was

approved for an exchange however, our records do not indicate an exchange was ever

approved. Furthermore, our records do

not show Mrs. [redacted] has contacted our service department to schedule an appointment

regarding her sofa. Therefore we are

unable to honor her request for an exchange.

If

Mrs. [redacted] is in need of service she may contact our service department at

[redacted] to schedule an appointment for a serviceman to assess the repair

needs. If we may be of

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

Review: My husband [redacted] and I went into the Lewisville Cons to purchase a bed on 8/2/ 2014.

The bed was delivered on 8/4/2014..

Because of this bad delivery, my husband who is disabled..and a veteran is sleeping on a floor and

at friends homes.

The bed delivered was not the same one we were told would be delivered.

**The one we ordered**

The one we ordered was a split mattress on 2 twin adjustable springs the head and feet both move.

This had legs and stood off the ground a foot.

**The one we got**

What we received was:

Two twin adjustable springs (without legs, AND only the HEAD raises) it sets on the

floor.. and one "Full piece" king size mattress..if you attempt to raise the head on one side the other side is force to roll out of bed onto the floor. (I sprained or broke my thumb when this happened).

Resolve:

We request the correct bed.

1. a springs that adjust on head and foot.

2. split mattress that are individually able to move correctly.

3. softer mattress's this one is hard as a brick.

We tried talking with the Lewisville Conns employees's [redacted] who sold us the bed, [redacted] who is the Manager

and [redacted] who is supposed to be resolving the issue for the last 3 weeks..

I spoke with him 3 times this morning..

I really need this resolved.. I was told by "[redacted]" I would have another bed, the one we ordered here

at my house to sleep in "today", (my Birthday).

We have had to rent hotel rooms and sleep and friends homes for this month.. I expect a bed.

My own bed,,

Thank You [redacted] I would appreciate a call back.Desired Settlement: Resolve:

We request the correct bed.

1. a springs that adjust on head and foot. as ordered

2. split mattress that are individually able to move correctly. as ordered

3. softer mattress's this one is hard as a brick. as ordered

Business

Response:

Thank

you for the opportunity to respond to Mrs. [redacted] complaint regarding a

purchase made under the name of [redacted] Our records show on 8/02/14,

Mr. [redacted] purchased a Serta Genius King mattress. (2) Tempur-pedic UP twin/XL

bases with a 48-month Furnituregard Plan from us. Mr. [redacted] elected to

have his items delivered; Mr. [redacted] was scheduled and received his bedding on 8/04/14.

Mr.

[redacted] was contacted and advised that Conn’s agreed to exchange his mattress

and bases. On 8/29/14,

Mr. [redacted] elected (2) Serta iComfort Insight twin/XL mattresses and (2)

Tempur-pedic Ergo Plus twin/XL bases. Mr. [redacted] has received delivery on

his new mattresses and bases on 9/16/14 in good order. We sincerely

apologize to Mrs. [redacted] for the experience and for any inconvenience that was

caused.

If

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

at 1-877-358-1252.

Kind 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: I have several issues with Conn's but the system only allowed me to select one. The first issue is that I have called on several occassions after learning that Conn's added a warranty of $60 to a allegedly free tv that they gave me with the purchase of a bedroom set. I called in and spoke to someone who advised me to go to the store and fill out a form to request a removal of the warranty. I visited the store and filled out the forms because I was informed that every item that I purchased had a warranty. The forms were faxed to the warranty dept and I was given a copy. This was done on January 19th. I have called in and spoken with several people and refaxed copies of the requests to cancel the warranties and no one is able to assist me or provide me with documentation that the warranties have been cancelled. Another issue that I have is that I have requested for 11 months for one of my due dates to be changed on one of my accounts from the 3rd of the month until the 15th as I was unemployed and started a new job. Each time a representative takes my payments on the 15th and ensures eme that the due date will be changed. I have even spoken with several managers who have told me the same. I finally spoke with a manager who tried to collect lae fees from me and I explained that I had requested a due date change. The manager then tells me that the due date cannot be extended until to the 15th but they can change it to the 13th. I asked for the change to the 13th to be processed and this was 6 weeks ago and the change has still not been done. Also I made 2 payments in the same month for a lap top that I purchased with Conn's in December and skipped the Jan payment. Today (Feb 26th) and rep calls me and tells me that the lap top is pastdue. I advised that I made a payment by phone of 02/19. The rep locates the payment in the system and tells me that she will submit a help desk ticket to fix the account and I will have to call back about a late fee. Why am I being charged a late fee in the first place?Desired Settlement: I would like documentation showing that the warranties that I have requested to be cancelled have in fact been cancelled and the dates in which they were cancelled. I would like the payment history for each of my accounts. I am also requesting removal of the late fees that have accumulated on the account in which I requested the due date change because each month I was told that it was being requested and not told until last month that the due date could not be extened to the 15th which was fin.

Business

Response:

CASE ID: [redacted]

Thank you for the opportunity to respond

to Ms. [redacted] complaint. Our records reflect that Ms. [redacted] purchased furniture

and received a free television via invoice # [redacted] on 11/3/12 with extended

warranty on all the items (Please see signed invoice). On 1/22/14 Ms. [redacted]

faxed in the warranty cancellation forms (See request to remove

warranty/insurance) to remove the extended warranties from her products. The

cancellations were processed on 1/23/14 (SMA Pro-rated Worksheet) and credited

to her account on 1/24/14 (Payment History).

Also, Ms. [redacted] has made several

request to change her payment due date. Ms. [redacted] was informed that her account

must be current to be approved for a due date change. These requests were submitted

at times when the account was past due. However, the due date was changed to the

13th day of the month as of January 2014.

If we may be of further

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

Kind regards,

Conn’s Customer Relations

Consumer

Response:

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

I am not satisfied with the response regarding the due date change. I paid the account every month on or about the 15th thinking that the due date change request would be honored as I was told by several reps and managers whom took my payments by phone. Since they were aware of the request when the payments were made over the phone and I was told that request was being submitted and the account was NO longer past due when a payment was made, I feel that it is resonable that Conn's removes some of the late fees added to my account.

Regards,

Business

Response:

CASE ID: [redacted] Rebuttal

Thanks for the opportunity to respond to Ms. [redacted] rebuttal. It is our policy that due date changes are permitted on current

accounts only. The first request for a due date change was received on 10-12-13.

The due date change request was processed and denied prior to payments posting

to Ms. [redacted] account. As a goodwill gesture we will submit a concession to

Ms. [redacted] account for $29.67. However, late fees accrued prior to 10-13-13 will

remain on the account.

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

directly at [redacted]

Kind Regards,

Conn’s Customer Relations

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: 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: Over a month ago, I sent my [redacted] laptop to be serviced. It still worked, just needed some cosmetic work. 2 weeks later they called and said the laptop was ready but while servicing, they had found a minor issue that they could take care of by ordering a new part, it would just take a few more days. I thought since it was already there, why not. 2-* weeks had passed and I didn't hear anything back. I gave the service line a call at the end of the first full week of November and they tell me that the laptop was actually going to be replaced and was approved on [redacted]. No one called to tell me. The rep on the phone told me it was a full replacement of the se product. When I get to the store, they bring me an HP laptop that is a serious downgrade from what I had originally purchased. The processor is much slower, it doesn't have blu-Ray capabilities, and the quality is far from the Sony laptop I paid in full and had purchased a warranty for. I was upset and requested that I get the laptop I paid for. The man at the store simply said, this is what they approved you for there is nothing I can do, I can call Customer service to try to get it resolved. When I called customer service, first, they took over 20 mins to even begin to give me a resolution. After waiting over a month for the laptop, they tell me I must submit a "help desk ticket". And the answer would come back in two days. I accepted this and called back. When I called they said they were not going to replace it bc I have the laptop in my possession. I tried to leave the laptop at the store before taking it home and the man said that if I left my laptop yet are not responsible. So I took it with me in hopes of a possible resolution. After going back and forth and explaining that the laptop yet provided is a serious downgrade from what I paid, they still refused any sort of trade, credit or refund. They only offered to place another "help desk ticket" I was even more frustrated at this point and requested it be escalated to have some resolution bc this was extremely poor service from the start. They refused and I accepted putting in another ticket for the exact same reason knowing it would come with the same outcome. I thought maybe the [redacted] at the store could be a little more helpful, so I went back to the store with the laptop and explained to the [redacted]. He was no help, not sympathizing or offering any kind of assistance. As a matter of fact he seemed bothered it was there and just passed me back to the customer service line. I requested at least a trade for a laptop that would be the same, I was even willing to pay the difference if I had to. He refused. He was very cold in his response and seemed unwilling to help. Altogether my experience with Conns has been unsatisfactory as well as unacceptable. I paid for a Sony Vaio with specific features and great processing power. I paid a warranty for it as to ensure it would be ok. They gave me back a laptop that is so much a downgrade it's ridiculous. It claims to have the same price point but is nowhere near what I paid for as far as quality. They failed to call me to say they were going to replace my laptop and as far as I've been educated, there was nothing wrong with the way my laptop was operating so there wasn't even a need for replacement. I just want the laptop I paid for or my money back at this point. I'm so done with conns and their lack of customer service.Desired Settlement: I would like a replacement of either the laptop I paid for, or a full refund. Not credit.

Business

Response:

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

Our records show on [redacted] purchased a [redacted] laptop with

a 25-month Repair Service Agreement.

We received [redacted] complaint and found she contacted our

service department on two separate occasions regarding her laptop.

Review: I [redacted] Purchased several items from conns on or around the [redacted]. as of [redacted] I still have not received my Head board. I have called, and visit the conns store, and have not received my merchandise. As of [redacted] I went to conns and have received any information of when the head board will be arrivingDesired Settlement: I would like for conns to deliver the head board, are allow me to receive another bed room furniture for same price.

Business

Response:

Review: see Attached documentDesired Settlement: see Attached document

Business

Response:

Thank you for the

opportunity to respond to [redacted] complaint. We reviewed [redacted]

concerns and found that he returned his gas cook top and received a full refund

including the RSA totaling $974.22 which was applied towards his account. We

did confirm the $126.00 refund check entered by the sales associate was

submitted in error due to the full refund was posted on his account. Due to the

sales associate’s error and signed document Mr. Walker provided showing a

refund was offered, Conn’s has agreed to honor his request an issue a refund

check in the amount of $126.00; we ask [redacted] to please allow 7-10 business

days to process and receive.

We appreciate [redacted]

for bringing this matter to our attention and we sincerely apologize for any

inconvenience [redacted] experienced during this process.

If we may be of further

assistance, Mr. Walker may contact Customer Service at 1-877-358-1252.

Kind regards,

Review: I purchased a tablet for Christmas from Conn's. About a week after I started using it, it stopped charging. I was told when I purchased the extra warranty for an additional $200 that if ANYTHING were to happen to the device all I had to do was bring it in to exchange it for a new one. When I went in to do so at the store I purchased from they told me no I had to send it in but wpuld have it back with in 7-10 business days. I dropped it off on the 5th and was told to expect pick up on the 15th or 16th of January.I have been calling for the past week and they are now teltelling me it will be an additional 7-14 days befpre I receive mypproduct back. I have asked to have my account credited somehow for their misinformation they gave to me on numerous occasions. Very rudely I have been told to call back to check the status and that is all they will tell me. This has been such an inconvenience since January 5th and I did not purchase a $200 warranty to be given the run around and talked to very rudely and incompetent like they have been.Desired Settlement: I would like them to take care of my February payment for giving me false information on numerous occasions and for giving me the run around about the whole situation. They should have not told me I would have it back in a certain amount of days if it was going to take an additional 2 weeks. I would also like a new tablet returned to me as soon as possible for all this inconvenience. I did not purchase a $200 warranty to be without my tablet for almost a month.

Business

Response:

Thank you

for the opportunity to respond to Mrs. [redacted]’s complaint. Our records on 11/21/13, Mr. [redacted]

purchased two Samsung Galaxy Tab 3 and a 24 month Repair Service Agreement on

each. Mrs. [redacted] brought one of the tablet to the store on 1/6/14, stating the

tablet would not power on. The tablet was

shipped to the service center the following day to be assessed. Upon inspection the technician found the unit

did not have power therefore it had to be sent to the manufacture for

repairs. We show the manufacture

returned the tablet to us on 1/23/14 and Mrs. [redacted] was able to pick it up on

1/27/14. The Repair Service Agreement/Accidental

Coverage that Mrs. [redacted] purchased does not replace the manufactures warranty

and does not cover an immediate replacement if the product is able to be repair

under the terms and conditions of the agreement. Therefore, we are unable to honor Mrs.

[redacted]s request.

We have

included a copy of the Repair Service Agreement/Accidental Coverage that Mrs.

[redacted] purchased. We have also included a

copy of her signed invoice acknowledging she received a copy of the brochure

and contract, and that she understood the coverage associated with the product.

If I may

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

Kind regards,

Customer Relations

Consumer

Response:

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

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

Regards,

I was told 7-10 days to receive my tablet back and instead they took 3 weeks. When I would call for updates they water gave me any information. I still would like my account credited for half the payment due to inconvience and bad information given on their part. I had to deal with rude representatives for 3 weeks and would get hung up on by them numerous amounts of times. Conn's does not honor what they say they do. I have had nothing but problems the last 2 months with them.

Review: We purchased a Samsung TV and a Zline stand in 2010, which were delivered and set up by Conns. We also purshased an extended warranty that expired 2/14. Approximated 1 month ago the stand collapsed and the TV fell to floor and shattered. We called customer service at Conns who admitted the stand was defective and chose not to tell customers since so many had been purchased. They said they were waiting to see who called them. They referred us to Zline who reimbursed us for the stand and partial payment for the TV.We asked for more of the TV and delivery /set up to be reimbursed, which were denied. If Conns had told us about the problem with the stand, we could have fixed or replaced it and not have had to buy a new TV, which is money that we hadn't planned on spending. I have been calling [redacted] for almost 2 weeks and she has not returned any of my calls. I've also filed some on line complaints and not received an acceptable reply. We have been long term customer of Conns and are disappointed that I have not had a single call back. I would like some resolution to this problem.Conns knew about the defective stand and made the decision not to tell their customers. If the company had been honest and up front, notifying customers of the issue, the problem could have been resolved before the shelf collapsed. If we had been told, we would have fixed or replaced it and not have had to buy a new TV. I find Conns negligent in this respect and there should be consideration of some sort.Desired Settlement: Since I have received some reimbursement from Z-line, I'm not looking for a full refund. I would like some deep additional discounts for the TV and to waive delivery and set up if we choose to purchase a new TV from Conns

Business

Response:

Thank

you for the opportunity to respond to Mrs. [redacted] complaint regarding a

purchase made under the name of [redacted]. Our records show on 2/27/2010,

Mr. [redacted]’s purchased a Samsung 58” 1080P plasma with a 48-month Repair

Service Agreement and a Z-Line TV stand with a limi[redacted] 1-year

manufacturer warranty, Mr. [redacted] elec[redacted] to have these items delivered

which were received on 3/01/2010 in good order.

Mr.

[redacted] contac[redacted] our Customer Service Department on 7/03/14;

stating his television was damaged due to the TV stand collapsing. After

escalating his concerns we reques[redacted] Mr. [redacted] to email us pictures

showing the alleged damages. Although Mr. [redacted]’s limi[redacted]

manufacturer’s warranty on his TV stand had expired on3/01/2011,

we contac[redacted] Z-line on his behalf and forwarded the information to be reviewed. Z-line has informed us that Mr. [redacted]

claim has been settled and closed. Mr. [redacted] was offered $1200.45

which is the replacement value for his 58” Plasma TV and Z-line TV stand.

The current market value for a Samsung 60” 1080P plasma is $799.99 and the TV

stand retails for $279.99. Z-line confirmed the reimbursement check was

mailed on 7/28/14.

We

sincerely apologize to Mr. [redacted] for the experience he has had regarding

his TV stand, at the time of purchase we had no knowledge of a manufacturers

defect.

If

we may be of further assistance, Mrs. [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.

They are correct in stating that they did not know there was a defect at the time of purchase because it wasn't until later that this came out. In talking to the customer service department after the shelves collapsed, they acknowledged that they knew there was a defect in the unit. If they didn't know that, they would not have sent us to the manufacturer. In fact, they even help us work through the process with the manufacturer and helped file the claim in our behalf. They told my husband that they had sold so many of those units, they were just wating until customers contacted them.

I still think they were negligent in not telling consumers about the flawed shelving unit. If we had know, we would have been able to either replace or fix it before it gave way and caused the TV to break. Yes, we were reimbursed by the manufacturer for a partial payment but had to spend an additinal $1000 dollars to buy a new TV, pay for set up, and for delivery. Prior to dong this, I called the corporate office more than 8 times, visted their store in Plano twice and kn one would do anything to help me. I think an additinal reimbursement is needed.

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: 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: I have purchased a washer dryer, computer and leather sofa and chair from Conn's ...approximately 4000..00 plus tax

The Computer (1600.00) I paid in full last year to keep from paying interest

The other products I have paid out over 4 years (161.00 per month)

...April 2014 I was having foot surgery and I had my account paid up until June (never late).

When I went in in June everything was ok...but around July/August I went in to pay my account and they said I owed a balloon note of 1567.00 Noone at the store level could explain to me and at corporate they just said the payments had been figured wrong and this is what I owed that day. I know I did not ask for a balloon note so I asked what I could do. They said pay $80.00 and we will refinance the 1547.00 To keep my credit clean, I agreed. they had me sign paperwork,

Then, I got a book that says my first payment was owed October 14th...for 65.00

On September 20th, 2014 I look at my credit and I have a 30 day credit marker on my credit.

I call and complain...they say, its ok [redacted], we will take care of it as your first payment is not due til October 14th, 2014.

Then, October 8, my credit says the 1567.00 note is paid and I now have a new Conn's account of 2069.00 (so that means they are making 502.00 on the old loan in interest plus the 80.00 I paid for them to print loan paperwork.

So, I call everyday...they keep saying [redacted] we are taking off your 30 DAY CREDIT MARKER...and then, they hang up on me....WHEN!!!! You have my 80.00 and refinanced my loan for 502.00

In summation you got 80.00 for paperwork 502.00 in additional interest and placed a credit marker on my credit This is your fault for placing this while you were refinancing my loan....TAKE THE #) DAY CREDIT MARKER OFF MY CREDIT IMMEDIATELY

Not only did I do the right thing and refinance a loan that you supposedly figured the payments wrong and made my note balloon to 1567.00 You made me agree to pay 80.00 for loan paperwork and and you charged me another 502.00 in finance fees...and you said the CRedit marker was placed during the loan refinance...your mistake...

This made my credit rating dip 40 points...please repair immediately...you have been promising since September 20, 2014 and here it is October 20, 2014....Please call me regarding this situation. [redacted]Desired Settlement: I want a letter send to the credit reports saying the account that was closed (and refinanced) was paid as agreed because that is the truth...and there was no 30 days past due.

I want a letter for my records sent to my address for my folder with an apology attached.

And I want a phone call the day this is completed....

Business

Response:

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

concerns regarding her accounts.

[redacted] stated she received a negative credit mark

on one of her accounts and she would like it removed.

According to our records, the credit mark assessed on

account #[redacted] was removed on October 9, 2014.

Please note, it may take 30-60 days for the credit

bureaus to update their information.

We value [redacted] as a customer and sincerely apologize

for any inconvenience she has experienced due to this matter. Thank you,[redacted]

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: In [redacted] I purchased from Conn's a mattress set, washer and dryer, and set up delivery for [redacted]. On [redacted] the day before delivery Conn's delivery service call me to inform me that the washer was not in stock and they would only be delivering the dryer. I then in the middle of moving had to stop go into the store and pick out another washer which of course cost more. There was to be a $79.99 rebate of the delivery fee. I mailed off all the paperwork only to find it takes 10 weeks for Conn's to process that paperwork. After getting notified in [redacted] that the check was mailed on [redacted] and to wait another 2 weeks for the mail. in [redacted] I spoke with Conn's rebate center to inform them I had not rec'd the check. I was then informed it would take another 10 weeks to reprocess that payment. as of today I am still waiting on that checkDesired Settlement: [redacted] the manufactor of the washer and dryer sent me a thank you card one week after I registered the purchases. If conn's has the personnel to call me 12 times a day starting the [redacted] ( payment due on the [redacted]) of each month when my payment is late. Please explain why they cannot process rebates any faster

Business

Response:

Review: My wife and I went into Conn's on [redacted]. The first time we went in we were looking at Tv. First off the customer service was horrendous. When we found what we were looking for we sat down to fill out all of the appear work. There is a section where they offer different types of insurance. My wife checked no, signed and we moved on. Then they have a section where they offer extended warrantees. We didn't want to do it but conns has a 24 hour return policy so we agreed to applying the warranty on our tv incase something was wrong with it. The salesman named [redacted] said to call after 30 days and cancel the warranty. We finished everything up and were told we had to drive to their warehouse to pick everything up. When we got there [redacted] had given us the wrong paper work. None of it showed out contract. We waited and finally received our tv and free tablet. The next week I went back in and bought a labtop through [redacted] as well. I checked no on the insurance and the extended warranty. After the 30 days had gone by I called conns to cancel the warranty for the tv we bought. Come to find out they told use we have to fax I'm paperwork stating why we want to cancel. While I was on the phone we find out they added the insurance on my wife's account and the extended warranty on the free tablet. It added another 1,200 to her account. They said it was an accident but when I had them look up my account they had done the same thing to mine. We have faced paper work in twice and they still haven't taken off the warranty. We refused to pay her account until they fixed our contracts and now they have added a 25% interest rate to her account because they changed our accounts and added 1,200 worth of warrantees we can't get taken off. I contacted their legal department and they mailed us her contract. On it it shows she signed no on everything they added and still won't change it. I have 5 different people so far that iv found who have had problems just like ours.Desired Settlement: They fraudulently changed our contracts so they should be void. My wife's credit has been affected negatively and we have had to pay interest payment on her account because they changed our contract. This company is a fraud and needs to be held accountable for all of the people they are screwing over. This has been hell for us and still is hell. We need someone to help us resolve these issues and help the other peoples issues who I have been in contact with.

Business

Response:

Thank you for the opportunity to

respond to Mr. [redacted] concerns regarding his account. Mr. [redacted] stated he and his wife did not want

additional insurance coverage on their contracts and they have tried to cancel

the repair service agreements on the television and on the tablet.

According to our records, Mr.

[redacted] signed a 30 month retail installment contract on January 24, 2014 which

created account #[redacted]. That

contract also included a 12-month no-interest promotion. Mrs. [redacted] signed a 32-month retail installment

contract on January 18, 2014 which created account #[redacted]. This contract also included a 12-month

no-interest financing promotion.

Property insurance was added to the accounts due to this

being a secured retail installment contract; the merchandise must be insured

until the loan is paid in full. In the

event the customer has an alternative insurance policy, they are able to send

that policy in to our insurance department to receive full credit as long as

the declaration page shows coverage from the date of purchase to the present

date. Optional insurance coverage

includes credit life, credit disability and involuntary unemployment. We are able to cancel the optional coverage

with a written request from Mr. and Mrs. [redacted].

We are able to cancel the property insurance coverage as soon as Mr. and

Mrs. [redacted] provide their insurance declaration page from their home owner’s or

renter’s insurance policy. They can fax

that request to [redacted] We are

also able to cancel the repair service agreements on the television and the

tablet with written request from Mr. and Mrs. [redacted].

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

12-month no-interest financing promotion on Mrs. [redacted]’s account. We have not reported any negative credit

information to the credit agencies regarding Mrs. [redacted]’s account.

We value Mr. and Mrs. [redacted] as customers and sincerely

apologize for any inconvenience they have experienced due to this matter.

Review: Purchased a all in one place in December 2013 for my wife Christmas gift. Had it till February and had to turn it in for repairs received it back in the end of February had it rerly used and had the same issue returned to store this month and asked for a complete exchange or a termination of contract and didn't want any payment system I've made they said they would have to get approval from Headquarters before anything they had me on the phone close to 3 mind and kept transferring me to different department store I had hung up and told them they were no help they said they would fix it once again I want it fix right or a new one or terminate contractDesired Settlement: terminate of contract that's it they can keep the payments I had already paid for item

Business

Response:

Thank you for the

opportunity to respond to Mr. [redacted] complaint. Our records show on12/18/13, Mr. [redacted] purchased a

Hewlett Packard Pavilion computer with a 25-month Repair Service Agreement

totaling $930.93. Our records show on 2/01/14, Mr. [redacted] contacted us

regarding his computer; stating the unit was not powering on and he was having

a problem with the hard drive. Mr. [redacted] was advised to bring his

computer to service to be assessed. On 2/08/14, the service department

received Mr. [redacted]’s computer; upon inspection the technician found the hard

drive needed to be ordered. On 2/26/14, the technician replaced the

hard drive and reinstalled software operation system; tested unit was working

properly and was ready for pick up. On4/04/14, Mr. [redacted] contacted us again

stating his computer was powering on and off. On 4/10/14, service received Mr. [redacted]’s

computer; the technician reset the unit to the factory default settings, tested

hard drive and software which were reported working properly and all windows

updates were installed. Mr. [redacted] was contacted and notified that the

unit was repaired and was ready for pick up. At this time Mr. [redacted]’s

notebook does not qualify for an exchange, due to unit repaired and no other

issues were reported.

If we may be

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

Kind regards,

Review: On [redacted] I visited a Conns location in [redacted] to payoff the amount owed on my account, went into the store asked for the payoff amount and proceeded to pay this amount. The amount in question is $175.71 after this amount was paid in full I received a receipt stating that in fact it was paid in full. now more than a month later conns is telling me that the payoff that I paid has a balance of $20.00 dollars( roughly ). I am upset by this because I cant help but wonder how many more consumers fall victim to this out right scam,. I have already submitted a copy of my receipt to conns corporate office and they responded by politely telling me they were going to charge me the money anyway. I have copies of all of the documentation including , but not limited to the original receipt .Desired Settlement: It is my desire that the company zero out this account due to the fact I have documentation stating that the item was paid off. the account number for this transaction is [redacted] account should show a zero balance, as it was paid off!

Business

Response:

Thank you for

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

#[redacted]. Mr. [redacted] stated he paid off

his account, but it is still showing a $20.00 balance.

According to our

records, Mr. [redacted] signed an 18-month retail installment contract on [redacted] Mr. [redacted] submitted a payment in

the amount of $175.71 which was the subtotal balance on the account. He did not take into consideration the

interest or finance charges. On October

5, 2014 there was an additional payment submitted in the amount of $20.20 which

brought the account to a zero balance.

Mr. [redacted] will

receive a close out letter for his records within 30 days of the account

closing. We have attached a copy of Mr. [redacted]'s loan ledger to show the account is at a zero balance.

We value Mr. [redacted]

as a customer and appreciate him bringing this matter to our attention.

Thank you,

Credit Helpdesk

Specialist