B And B Movers

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: 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: I purchased a recliner through conns in Denton texas and have had issues with the chair after less than a month of use it leaned to the right side and contacted the corporate office about the issue and they sent a repairman out and he literally stuffed foam under the cushion and said it was fixed I consistently tried to get it repaired several times and nothing was done about it even though I purchased a warranty through conns for any problems with the furniture the salesman told me would be fixed or replaced no questions asked and now the leather is peeling off the back of the chair and I contacted conns again "corporate" and was told nothing can be done about the peeling but it could have been if I purchased a solution fir leather through them even though I was not told of any such thing because I would have purchased it the salesman told me that it did not matter what the issue would be it would be taken care of so I now have a leaning peeling recliner that I am still paying on in my living room that is just an eye sore and completely unable to useDesired Settlement: I would like the chair replaced the furniture is an eye sore for any company that enters my home with it leaning and peeling

Business

Response:

Review: My husband and I purchased the extended warranty an extended service plan for our computer and television set in [redacted]. The [redacted] informed us that if we decided not to keep the service plan and did not use we could get a full refund. The computer service plan cost 299.99 + tax for a total of 324.73, I received in refund only 256.68. The television service plan cost 529.99 + tax for a total of 573.71, I received a refund of 493.32. I called the Customer Relations department and was informed the amounts were prorated and there was a 25.00 cancellation penalty. The [redacted] did not inform us of any of these penalties or any prorated deductions. Furthermore, he failed to provide us with documentation nor did we sign anything agreeing to these terms. I explained everything to the Customer Relations rep [redacted] in the Beaumont office however to no avail. I advised her that this was blatant FRAUD and I wanted all of our money back. I have requested a supervisor to return my call however no one has called.Desired Settlement: We want all of our money returned. We are due an additional refund of $148.44.

Business

Response:

Review: I was promised a refund of 10% of my purchase price plus the $129.99 delivery fee for a total of $527.48.

On [redacted] I purchased $4,301.72 worth of products from Conn's. I was promised a delivery date of [redacted]. On [redacted] they showed up without all of my order. I was promised the rest would be delivered [redacted], they no showed that evening. I spoke to the store on [redacted] and again they promised I would have the mattress on [redacted]. Again, the mattress did not show up. On [redacted] I spoke with the assistant manager who said he would personally deliver the mattress on the morning of Saturday [redacted]. He promised that for my trouble and lack of follow through, the store would reimburse me 10% of my purchase price plus the $129.99 delivery fee by taking the total amount of $527.48 off of my account. I have filed 2 complaints with the Conn's help desk, promised calls within 72 hours both times and have NEVER received a call from them. I have spoken with the manager at Conn's, the assistant manager and several employees regarding this issue. None have followed through with the refund. The manager, Chase has promised me himself at least twice that he would take care of it. He is very rude and still has not taken care of this.Desired Settlement: I am seeking a refund of $527.48 by way of check made payable to myself or by taking it off the total of my account.

Business

Response:

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: 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: Purchased an lg 3d 55 inch tv, Has a one year warranty. Contacted the company and they sent a repair man to repair the tv. The repairman said the tv is unrepairable. It basically had all new parts put in and did not corrected the problem. Dealt with conns for 3 weeks to replace or give an in store credit. The store has refused to honor the one year warranty.Desired Settlement: The other tv is no longer in stock. So we want an In store credit to purchase another tv.

Business

Response:

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

4/*/13, [redacted] purchased a LG 55”TV with a limited 1-year manufacturer’s

warranty. On 3/**/14, [redacted]

contacted service stating the television was causing interference with the

blue-ray and the picture was distorted. A service call was scheduled for

3/**/14 however; [redacted] contacted the service on 3/**/14 to cancel the

scheduled date and stated she will setup a service call with the manufacturer. On

4/*/14, we were contacted by the manufacturer with an approved exchange

authorization for [redacted] to reselect a television. Our records show on

4/*/14, [redacted] reselected a television however, as of 4/**/14 the

television is currently pending pickup.

If we may

be of further assistance, [redacted] may contact Customer

Service at [redacted]

Kind regards,

Customer Relations

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: I bought a mac book desktop and had warranty on it and it stopped working so I took it in to be repaired on 10/17/13. In 12/13 they stated that wrong part was ordered on 11/20/13 after calling in and no calls from them at all. On 11/22/13 it was approved for exchange noting that part was not available,it was and confirmed it with manager at the store at the time [redacted] he called repairs and spoke with supervisor and sup. stated that he will try to get part for repairs.I later received a call informing me request was not approved for the part and exchange will stand by repairs supervisor. I then called in and filed a complaint with for the denial of the part request with the escalation line and no response and left messages for manager over sup in repairs,no response.After dead ends with manager for supervisor for repairs or repair supervisor or escalation line on 1/11/14 I went to the store and the manager-[redacted] stated that for what ever reason the desktop was not approved for the part request and that the exchange given previously will stand. He stated that I had 1399.99 credit and to select ANY appliance and the remainder will be refunded as a check in a few weeks. I asked repeatedly and confirmed refund and time frame, he personally processed the transaction with the worker-nasim as training him on procedure. I got a dryer which was 519.98 leaving a remainder of 880.01 which I never got. In 3/14 I go in to ask about refund by this time there is a new manager-oscar merioley he tells me previous manager fired for wrong procedures tells me that he should have not given me dryer or said that I would have credit refunded and stated he will write a letter to corporate. After many calls and left messages which he never returned on 5/14 I go in and he states that there is nothing he can do and that I am out the 880.01 credit and gives me the 1-877 number on my warranty and labels it corporate and tells me to call them for further assistance. I call them and speak with constance on the esalation line after telling her what happened she tells me sorry there is nothing I can do the previous manager-[redacted] was wrong and that I should have use up all the credit at the time of exchange or not I lose credit. I ask to speak with her supervisor she says that she was telling me what supervisor stated I then ask to speak with them directly and then she says she will file claim to investigate this issue and follow up with us if its anything like the one I filed previously im thinking they will never call. So here I am losing out on $880.01 due to a MANAGER error that conns wont correct or even give me the credit for.Desired Settlement: I want my refund of $880.01 as promised.

Business

Response:

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

complaint. Our records reflect that Ms. [redacted] purchased a laptop on 11/26/11

via invoice # [redacted] with a 25-month Repair Service Agreement. She contacted

our service department on 10/17/13 for service on the laptop. After the

inspection the unit was determined irreparable and an exchange was approved.

Our Repair Service Agreement covers service and replacement of

products within the guideline of the policy. On 1/11/14, Ms. [redacted] processed

the exchange approval for a dryer via invoice # [redacted] Although the value

was less than the credit amount it was considered an even exchange as the

customer had the option to select any item in the store. Ms. [redacted] has been

contacted and as a goodwill gesture we have agreed to honor her request and refund

the difference of $880.01.

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

us at [redacted]

Kind regards,

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: 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: 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: 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: I have purchased a zero gravity massage chair for me and my [redacted]. I have only paid one payment and the chair left me stuck in zero gravity. I almost wasn't able to get out of the chair. I called customer service and they told me someone would contact me. After 3 days went by no one contacted me. When I called back and again they said someone would call me. Finally that evening someone did call back. They told me it would be three weeks before someone could come out. Then today talk to someone at the help desk and they told me when the tech comes out if they have order parts that could be another 30 days. If this how you treat long time customers and endanger me or my [redacted] who has [redacted] this will be the final time I ever spend money at conns and make sure my friends and family don't shop there. I know about customer service I have been a OPS Manager for a billion dollar world wide company for [redacted]. If we treated our customer like this we would be out of business.Plus the reset button wouldn't work so my question is what if the chair had been squeezing my [redacted]'s leg and broke. What then? The Tech finally came out and said there was nothing he could do to fix the chair after 3 weeks of wait.Then I be getting the run around with customer service. They hung on me 4 times today.Desired Settlement: First off I have spent 1000's of dollars at Conn's. Second the service was slow and unorganized. Me and my [redacted] spent hours waiting for them to get the paperwork complete. Third I bought this chair because my [redacted] has [redacted] not for pleasure. My question is what if the chair would of hurt one of us. I don't believe Conn's is taking this very seriously. I will not pay for chair that doesn't work. I dont want another chair and this one need to be picked up and our $200 payment needs to credited

Business

Response:

Thank

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

show on [redacted],

[redacted] purchased a [redacted] base massage recliner and a [redacted] backrest

massage recliner with a 48-month Furnituregard Plan on both recliners.

[redacted] elected to have his chairs delivered; [redacted] was scheduled for

delivery and received his recliners on [redacted] in good order.

[redacted] contacted our service department on [redacted] regarding both recliners; stating

the recliners were frozen/stuck up in zero gravity. After reviewing [redacted]’ service history we found we failed to provide [redacted] the

information needed to contact the manufacturer directly. Therefore,

Conn’s agreed to exchange his recliner; [redacted]’ exchange was approved on [redacted].

[redacted] was given a credit of $[redacted] to exchange both of his

recliners. We attempted to contact [redacted] regarding his approval,

but we were unsuccessful in our attempt. [redacted] may visit his

nearest Conn’s store to initiate his exchange. We sincerely apologize to

[redacted] for the experience and any inconvenience that has been caused as a

result of delay.

If

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

First the chair was not delivered on the date you stated because we are in a rural area , it was delivered the following [redacted]. We didn't move into our home until [redacted] weekend. After I got stuck in the chair for 20 minutes or more the service dept. was contacted, We waited almost 3 weeks for the service man to come out. The service man told us that he could not service the chair. After dozens of phone calls my [redacted] was told to contact the manufacturer about the chair because Conn's was not authorized to repair the chair. We purchased an extended warranty on the product, so how can you sell an extended warranty on a product you are not authorized to work on? That questioned has yet to be answered by anyone, my [redacted] was told that Conn's would credit the warranty back to the account. My [redacted] called the manufacturer only to be told that they normally just reimburse Conn's for the service and send them any parts needed to repair the chair. WE were told by the sales person at Conn's the chair had a year manufacturers warranty so it would be best to purchase the extended warranty on the chair. The manufacturer asked my [redacted] if we purchased an extended warranty ,and if so we would have to go through Conn's for the repair. So we have gotten the run around through this whole ordeal, with no resolve. We told Conn's service dept. when we called that we did not want the chair repaired or exchanged and we were told we had to wait for the service man to come out and look at the chair first before that decision could be made. My [redacted] and I both feel the chair is dangerous and don't want it exchange or repaired. I was stuck in this chair for more that 20 minutes and unable to get out of it, my [redacted] had to assist me to get out, it was a very scary experience. WE have asked for the account to be closed out and the one payment that we made on the chair to be credited to our other account, and the chair to be picked up after all of that is resolved. We have yet to get any help to have this resolved so we have contacted our attorney in this matter. Our attorney is [redacted] with the [redacted] , you may contact him directly at [redacted]

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

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: 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: We bought all furniture, appliances on 6/16/12, in denton, tx. We bought the warranty for the furniture at that time, good for 4 years.I called conns because the sofa was ripped. The lady asked me what it looks like. I said it looks like it is peeling to me. That was my mistake. They denied because I said peel. I told them, it started with a pen mark my autistic son did and that caused the rip, then it started peeling very quickly because we sit on the sofa. I have called so much on 11/7/14, 11/15/14 spoke to [redacted] he said he would refile with the rip (not peel word), the ticket number is [redacted].Also called 12/3/14, 12/16/14 spoke to [redacted] she said it was closed to no response, she said she would escalate. They just keep denying. I called corporate and asked if I could speak to someone higher up, they hung up on me. The man that came took a picture of the rip, but didn't bother taking a pic of the rip on the back. He said they would cover it, the materials would be sent to my home, then I call to schedule repair. At one time I waited 2 weeks for the delivery because they said they would send. When I called they said its denied. The Conns warranty talks about not covering peel on leather, my sofa is not leather. Me saying peel and knowing that is started with the pen that caused the rip then it peeled should definitely be covered, the rip on the other side is the same piece.Desired Settlement: Refunded or repair.

Business

Response:

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

regarding a purchase under the name Jesse [redacted]. Our records show on 6/16/12, Mr. [redacted]

purchased the Catnapper [redacted] Brown Reclining living room set which consisted

of three pieces (sofa, loveseat and reclining) all with a 48-month

FurnitureGard Plan and received delivery in good order on 7/17/12. The

manufacturer list the material used on the [redacted] Reclining set as bonded

leather; please refer to the manufacturer’s website for details regarding the

material used on this product.

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

department on 10/20/14 stating her sofa was ripped due to a pen mark and the

cushions were sinking. A service appointment was scheduled on 10/30/14; upon

inspection the serviceman found both the left and right arm pillows were flat,

the left cushion was flat and the right cushion was peeling. A furniture claims

specialists contacted Mrs. [redacted] on 11/6/14 to inform her that we could repair

the sinking cushions however; peeling of the material was not covered under the

Terms and Condition of the FurnitureGard Plan. We attempted to contact Mrs.

[redacted] to scheduled a service appointment to repair the arm pillow and cushions

however; we were unsuccessful therefore the service order was cancelled.

Although the peeling on Mrs. [redacted] sofa is not covered under the

Terms and Condition of the FurnitureGard Plan, Conn’s has agreed to continue with

repairs on her cushions and arm pillow. Our records show we have ordered the

necessary parts to complete repairs; once we receive the parts Mrs. [redacted] will

be contacted to schedule a repair date.

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

service at [redacted]

Kind

regards,

Business

Response:

Thank you

for the opportunity to respond to Mrs. [redacted] additional comments. Mr.

[redacted] signed contract dated 6/16/2012, as well as invoice list the furniture

set as the [redacted] Brown Reclining furniture and the manufacture list the

material used on the furniture as bonded leather. Based on the serviceman’s

findings and photos provided at the time of inspection, it was determined the

reported damages resulted in the material peeling which is not covered under

the Terms and Condition of the FurnitureGard Plan that was purchased. The

serviceman was able to touch up a small rip that was reported on Mr. [redacted]’s

loveseat with compound however; the sofa’s material was peeling which again is

not covered therefore, we are unable to continue with repairs regarding this issue.

As promised

on our previous response, our records show on 1/23/2015 the serviceman added

polyfill to the left and right arm pillows as well as the cushions on the sofa

to complete repairs.

We have

included pictures of the damage as well as a copy of Mrs. [redacted] invoice and

Furnituregard Plan.

If we may be

of further assistance, Mrs. [redacted] may contact customer service at

Kind regards,

Review: [redacted] Conns Credit Corp

P.O. BOX 2358

Beaumont, TX 77704

02/02/2015

To Whom This May Concern,

There Is An Unauthorized Credit Inquiry by Your Company on my Credit Reports

While checking my personal credit report, which I acquired from Equifax, I noticed an inquiry made by your company.

I did not authorize anyone employed by your company to make an inquiry and view my credit report. You have violated the Fair Credit Reporting Act Section 1681b(c). You are not legally entitled to make the inquiry. This is a serious breach of my privacy rights.

I request that you either mail me a copy of my signed authorization form that gave you the right to view my credit within five (5) business days so that I can verify its validity. Mail it to the address listed above.

If you can not provide me with proof that I authorized you to view my credit report then I am demanding that you contact the credit bureaus immediately and have them remove the unauthorized hard inquiry immediately.

Please send me a written confirmation that you have complied with my requests.

Your failure to comply with my requests within five (5) business days will be my evidence used in Federal Court of your willful noncompliance [ 15 U.S.C. § 1681n ] and I will be seeking statutory damages, punitive damages and the cost of the action and reasonable attorney fees.

Sincerely,

[redacted]Desired Settlement: Remove unauthorized inquiry

Business

Response:

Thank you for

the opportunity to respond to [redacted]’ concerns regarding a credit inquiry.

We ask that

[redacted] fax a copy of her full credit report so we may research her concerns

further.

She may fax

the credit report to [redacted] for further review. [redacted] will receive a response to our

research by mail within 30 business days of receiving her credit report.

We appreciate

[redacted] bringing her concerns to our attention. If she has any additional questions or

concerns she may call our customer service department at [redacted].Thank you,[redacted]