B And B Movers

Review: A payment for 81dollars and some change was taken out of our bank account in April. We were told this was not even going to be pulled out of our account. It was. It was not applied to our con's acct however, instead they applied it to someone else's account. We have spent the last three months trying to get them to transfer the money back into our account. Our bank has faxed three bankstatements to the company and they still have not moved the money. Supervisor after supervisor have assured us it will be taken care of and it never is. The person who has the money on their account has even called in telling them to move it. Nothing has been done.Desired Settlement: We want the money applied to our acct like it should have been before

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] concerns regarding account #[redacted] Mrs. [redacted]

stated she made a payment for $81 on the account but it was applied to someone

else’s account.

According to our records, Mrs. [redacted] submitted a payment

in the amount of $81.19 on April 25, 2014. That payment was applied to another

customer’s account in error. As of June 16, 2014, the

misapplied payment has been corrected and has been applied to account

#[redacted].

We have reversed the late fee that was assessed on

the account, and reinstated the 12-month no interest financing

promotion.

We value Mrs. [redacted] as a customer and sincerely apologize for

any inconvenience she experienced due to this matter.

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.

while that is an account that I have, That was not the account the payment was supposed to go on. I have called them for three months now, Explaining repeatedly that the payment was for my Installment loan account, not my cash option account. Now they have placed the money on my cash option account and it is making me late on my installment loan account. I have had the worst time with this companies incompetence and it is now effecting my credit score. I have even started receiving phone calls about being late once again. It had already gotten to the point of ridiculousness with them calling my husbands phone that we had to place a ceise and desist on his phone because they called ten time a day or more. I need for them to place it on the correct account.

Regards,

Business

Response:

Thank you for the additional opportunity to respond to Mrs. [redacted] concerns regarding her accounts. Mrs. [redacted] stated the payment of $81.19 has been applied to one of her accounts; however, it was applied to the incorrect account. She stated the credit was to be applied to her installment account and not her cash option account.

According to our records, Mrs. [redacted] does have two accounts, both of which are retail installment contracts. Account #[redacted] does not have the Cash Option, but account #[redacted] is the account that has the 12-month no interest financing Cash Option promotion

Mrs. [redacted] and her husband refinanced two of their accounts in order to combine them into one monthly payment. Account #[redacted] and account #[redacted] were refinanced. This refinance created account #[redacted]. This is the account we have applied the $81.19 payment to, which is account [redacted]. If Mrs. [redacted] would like the payment applied to a different account other than the two we have listed, we ask that she provide the account number so the payment can be applied accordingly.

We value Mrs. [redacted] as a customer and sincerely apologize for any inconvenience she experienced due to this matter.

Thank you,

Review: I purchased a sofa from Conns on [redacted]. After delivery we discovered that a electrical part was missing which caused the loveseat not to function/recline. I called Conns to report the problem and discovered that the love seat was part of a sectional, and further more they could not replace the missing electrical part. I was also informed that all items sold could not be returned and were sold as is. If I was informed about the store policy in advance; I would not have purchased the loveseat at all. Now I am stuck with a non-functioning loveseat that I have no use for. I feel the store is responsible for resolving this problem in efforts of providing good customer service and for not informing me of the store policy at the time of purchase.Desired Settlement: I would like to see this matter resolved by either returning the sofa for a refund or at least paying $350.00 totally without the finance charges applied. The total price without interest was $591.25 after interest was added the total was $948.72. Conns is also charging an additional cost of $75.00 insurance.

Business

Response:

Thank

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

records show on 7/27/14,

Mrs. [redacted] purchased a [redacted] left side facing sectional from our [redacted] location in [redacted] as a floor model. Mrs. [redacted] made her purchase

and elected to take her sectional from that location on the same day.

Mrs.

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

stating the sectional was not reclining, the wires were cut, and the motor was

missing. A service call was scheduled for [redacted];

during the inspection the serviceman found the sectional was missing an outlet

plug and all the cables were torn.

After

reviewing Mrs. [redacted]’s complaint Conn’s has agreed to honor her request to

return or exchange the sectional up to the original amount paid on her invoice

$591.25. Mrs. [redacted] has been contacted

and is aware of the approval. We

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

that has been caused.

If

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

Kind regards,

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.

Sent: Tuesday, [redacted]

To: drteam

Subject: RE: Referrence Number [redacted]

I would like to thank you for your assistance. I received a phone call from Conn’s on yesterday and they have agreed to resolve the issue by allowing me to return the sofa.

Thank you again!

Review: I order a tv stand a computer desk, tv, and mattress set. When they put it in my home they said they didn't have time to put it together.I called there boss, and he sent another set of me 4 hours later to put the things up. They said my tv was not in . I called on the 18 they said its here, but you have to pick it up. I am disable thats why I paid for it to be brought to me. Then I go and get it, but it has never work since I got it. I called 9 times in a week to get some one to come out but each time I get the run around and talk to like I am s...Desired Settlement: I don't want anything from them nut for them to pick up there things . I will never deal with any store that treats people like this. The things came from the store [redacted]

Business

Response:

CASE ID: [redacted]

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

Our records reflect that [redacted]’ purchased product from us via invoice #[redacted] on 12/**/14. [redacted] paid for assembly of the television console. [redacted]

contacted us 02/**/14 for service on the television console reporting that it

was wobbling. On 3/*/14 the ticket was closed due to no response. We have made

several attempts to contact [redacted] regarding this complaint. We have been

unable to research her and have not received a returned call at this time. If she wishes to continue with service [redacted] may contact our service department at [redacted]. No exchanges or refunds are due at this time.

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

us directly at [redacted]

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.

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

Regards,

Review: I purchased a new HP Spectre2 2in1 laptop (detachable) laptop on [redacted]. This was brand new and box was taped (warranty info in box/laptop screen had plastic covering that you peel off/Electrical cords were "tied appropriately with plastic tie" AND cord was in plastic sheath. I gave this to my son. I purchased another exact one on [redacted]. When I got home later that evening, I opened up this "new computer" that was sold to me (box was taped up similar to the new one I purchased on [redacted]) The cords were loose and not tied, just thrown in the box, the warranty and setup paperwork was missing, no plastic covering on the laptop screen and the location was SETUP already for a [redacted] location. *I live in [redacted] There was also a loud buzzer (like an alarm clock) when I opened the laptop.. Summary: this was either a demo/floor model that came from another store or a return (hence the loud buzzer noise) I immediately called the store that night and spoke to the rep who said he would look for another one. the next day I asked if they found one as I do not mind paying [redacted] for a laptop but would prefer it was NEW. I was told that I would have to pay $[redacted] restocking fee. I have left several messages for the store manager "[redacted]"; customer service escalation manager.."[redacted]" but have not received any phone calls back. I have called to check on the status every day since [redacted] (now 5 days) but still no phone call back. I called the COO, [redacted]'s office at the [redacted] and was referred back to the [redacted] office and am awaiting a call from a [redacted] office. I am extremely disappointed in the service, the lack of attention to this matter, and mostly in the business practice that I have heard existed but now am experiencing first hand...that you pay for used merchandise.Desired Settlement: Due to the mistrust I have for any appliance from Conn's, I am now requesting to not find a NEW replacement, but to return this laptop that was sold to me as new)without paying a restocking fee.

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].

Regards,

I went into the Mesa, AZ store with my wife because we bought a bigger house and needed to furnish two guest bedrooms and a living room. We were greeted by a very personable employee named [redacted]. She is an older woman so my wife hit it off with her immediately. [redacted], the salesperson, answered all of our questions and we were happy walking around the store with her. About 10 minutes into looking at furniture with [redacted] we were approached by a very aggressive woman who said she was the specialist in the mattress department. She tried to tell us we had to talk to her about mattresses and I told her we were sticking with the salesperson ([redacted]) we already had and liked. She had to be told this three times by my wife and I before she would go away. I worked in sales for twenty years and have never seen such unprofessional behavior on the sales floor. [redacted] apologized for her colleagues behavior and then shortly after a gentleman came up and introduce himself as the store manager [redacted]. I thought for sure we would get an apology from him for the other woman's behavior whose name is [redacted] but instead he started where she left off and acted very aggressive and unprofessional towards my wife be a she liked [redacted] so much. You will not bully my wife like you let that store manager bully employees. You've made an enemy of me Conn's. Any company that would let a manager get away with bullying older women like that doesn't deserve anyone's hard earned dollars and I'll make sure everyone knows about this incident. Took our $20,000 cash and went to one of your competitors instead.
This is a continuation of previous review. This Saturday the 9th of May 2015 my wife asked me to go to Conn's with her because she's affraid to go in by herself because [redacted] and [redacted] are allowed to bully customers and fellow employees. I didn't plan on ever stepping foot in this store again but my wife was adamant so I went. This is after I've already complained about these employees!!! She wanted to ask a salesperson by the name of [redacted] a question. This is the salesperson we really liked before who is being bullied by [redacted] the store manager and [redacted] who calls herself the specialist. I stood by the door and immediately noticed [redacted] and [redacted] glaring at me. They remembered me! [redacted] said something to two men and they made a beeline for my wife. I heard her loudly state, "No, I don't have to deal with you. I'm going to talk to [redacted]. " One of them moved in front of her to block her progress and I could see [redacted] and [redacted] laughing. My wife came back to visibly upset and I asked an employee by the front door who those gentleman were and he replied Nathan and Marcos. I then asked him if everyone is bullying her and customers because the manager wants them to and he looked embarrassed and said no. He told me the district manager knows. I smiled at [redacted] because that hateful bully was walking toward me and told him as we were walking out the door, "it's time to make some serious phone calls." It's time to get in touch with the area on aging group that fights for senior citizens being bullied, politicians, and the media. This company that fosters this kind of sick culture needs to be booted out of our community and the great state of Arizona. My wife has been sending group emails all morning about this. You picked the wrong senior citizen to bully.

Review: On July 27, 2014 I went to Conn's at [redacted] and purchased a bedroom set and mattresses. On August 2, 2014 my furniture was delivered at 11am and when the delievers started assembling my furniture they noticed the slats to the bed frame were missing. They said they would come back to finish assembling my bed frame, but when they came back they brought back very light carpentery wood and started drilling holes into my wooden bed rails. I asked them if those were the slats that came with my bed frame and he stated they no longer had any so they were going to make these work. I asked him to stop drilling holes into my wooden rails and try to find me the slats that came with the set I purchased. He became upset and stated he needed to call a manager so he contacted Store Manager [redacted]. The delivery guys said they would check other stores and see if they could find me the slats. At 7pm one delivery guy came back with the wrong size of slats for my bedroom set. He assured me it would get taken care by the following day. Well I didn't hear from anybody Sunday or Monday so I called [redacted] on August 5 and asked him about my slats and if they were planning on bringing me any and he assured me it would get taken of by the following day. Again the following day I didn't hear from anybody so I called [redacted] and the sales associate stated he was busy with another customer and would call me back but he nevver called me back. So today is August 11 and I have yet to hear from anybody. I have called Corporate serveral times wanting to speak to the District Manage to get my issue addressed but apparently I have to request to speak to he/she and I have had two different work numbers issued out and have yet to hear from the District Manager as well.Desired Settlement: At this point I would like Conn's to pick up their furniture without a pick-up fee due to the inconvience and hassle. [redacted] stated he could arrange a pick up of furniture but he is asking me to pay for the pick up fee. I do not understand why I have to pay for the pick up fee if the furniture was incomplete and not properly assembled. Plus I never signed the delivery form so technically that furniture is not mine yet. Nobody is taking responsibilty and I need this furniture out.

Business

Response:

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

appreciate Mrs. [redacted] for bring this matter to our attention. Conn’s has agreed

to honor Mrs. [redacted]’s request to return the furniture with no fee. On 8/20/14,

the furniture set was returned to Conn’s and we have processed a credit of

$129.99 back to Mrs. [redacted]’s MasterCard. We sincerely apologize for any

inconvenience Mrs. [redacted] experienced during this time.

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

Customer Service at [redacted]

Kind regards,

Review: I purchased two Catnapper recliners from Conns Home Plus Dec. 2014 with a month had minner problems they were fixed . With in the next month the arm came loose while trying to lower the foot rest. Two weeks later same thing happened two the other chair . Called repair , called Catnapper called Conns it has 6 weeks.Desired Settlement: I want a total replacement or let me upgrade and pay the difference

Business

Response:

Thank you for the

opportunity to respond to Mrs. [redacted]’s complaint Our records show on

11/25/24, Mrs. [redacted] purchased two Catnapper Danbury recliners which both

came with a limited manufacturer’s warranty; no additional coverage was

purchased.

We reviewed Mrs.

[redacted]’s service history and found she contacted our service department on

four separate occasions regarding her recliners.

Review: I purchased the Frigidaire Infinity washer and dryer in January of 2013 from Conn's located at [redacted] Their phone number is [redacted] A week or two after the appliances were purchased, they have been repaired. The dryer don't dry the clothes and the washer is not working properly. The part was changed on the washing machine; the washer is still not working properly. The repairman said the vent is clogged, but at the same time a part was ordered for the dryer.Desired Settlement: Can someone please help me? I have been going back and forth with this matter since the beginning of the year.

Business

Response:

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

Our records show on 1/04/13, Mrs. [redacted] purchased a Frigidaire washer and

dryer both with a 36-month Repair Service Agreement Plan. Mrs. [redacted]’ washer

and dryer was scheduled for delivery and received in good order on 1/5/13.

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

service department on several occasions regarding her washer and dryer dated

from 6/13/13 to 10/29/14. Mrs. [redacted]’ last service call on her washer was

received on 9/30/14; stating the light would not come on when trying to use the

washer. After further reviewing Mrs. [redacted]’s service needs regarding the

washer, Conn’s agreed to exchange the unit under the terms and condition of the

Repair Service Agreement. Our records show on 10/30/14, Mr. [redacted] re-selected

a Samsung washer which is scheduled for delivery today 10/31/14.

Mrs. [redacted]’ last service call on her dryer was received on

10/29/14 stating the unit does not heat up or dry any clothes. Mrs. [redacted]’

service appointment is scheduled for 11/05/14; once the technician assesses the

dryer we can determine what further actions are needed to repair the unit. At this

time Mrs. [redacted]’s dryer does not meet the qualification for an exchange; we

will continue with service. We sincerely apologize for any inconvenience Mrs.

[redacted] experienced as a result to repairs.

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

Review: My name is [redacted] and I have an account at Conn's. Saturday Febuary [redacted] there was $600.00 taken from my checking account without my authorization. I was not aware of this until I went into a store to buy gas and food and my debit card was declined. I then called my bank to figure out what was going on and they told me there was an amount of $600.00 pending from Conn's. I was very upset because no one called me to run this by me, no one asked for my card information, no one gace me a reference number for this unauthorized payment of $600.00. I have had to suffer for FIVE days now with ONE DOLLAR in my bank account. My rent was due on Febuary 3rd and I was unable to make this payment due to Conn's processing this payment without my knowing. I have called them numerous times to get this situation straightened out. I have requested to speak with a manager or a supervisor, I have requested for someone to call me back and give me an update of where my refund is at. No one called me back. They continue to tell me that my refund is still in review. I am very upset. This is an unauthorized payment that should not have been processed without my permission. I am a full-time employee and a full-time college student, every dollar, and every cent makes a difference to me. I work very hard for my money and having $600.00 taken from me really irritates me. I am suffering, I have been stressed out because of this. This situation to this day Febuary still has not been solved. I have been told that my money would be refunded back into my account within 72 hours from Saturday Febuary [redacted] I would like this situation resolved.Desired Settlement: The refund amount should be $600.00.

Business

Response:

Review: I went into the store on April 1st and paid off my account.

On April 3rd $150 was debited from my account.

on April 3rd I contacted them for a refund, I was told it was being processed and would be refunded in 7 to 10 days.

I then called back on April 10th, again I was told it was being processed and I would get the refund in 7 to 10 days.

I called again on April 23rd,again I was told it was in processing and I would receive it in 7 to 10 days.

I feel as though I'm being lied to I have also been told it would be refunded to my bank, and now they are saying it will be in the form of a check.

They had no authorization to debit this out of my bank in the first place.

I want my refund now...Desired Settlement: Refund immediately

Business

Response:

Thank you for

the opportunity to respond to Mrs. [redacted]’ concerns regarding a refund on

account #[redacted]. Mrs. [redacted] stated she

paid her account off; however an additional payment was processed.

According to

our records, Mrs. [redacted] had automatic payments scheduled through our online

banking system and had not canceled the automatic payments once the account was

paid in full. As of April 17, 2015, a

refund in the amount of $150.00 has been processed. Mrs. [redacted] will receive a check in the mail

within 7-14 business days. We have

attached a copy of Mrs. [redacted]’ payment ledger for her records.

If Mrs. [redacted]

does not receive the refund check within 7-14 business days, we ask that she

contact us directly so we may track the location of the check.

We value Mrs.

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

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

Review: I assume the matter of food safe handling could/would be a health issue as well, potentially?____________________________________12/13/13 Purchased Unit LG french door refrigeratorFriday night, Conns Lake WorthSales person didnt sell us a water line, so when delivery came they couldnt hook up ice maker.Sales person said they will provide 3 hour window on delivery.12/16/13 Recd unit within 15 minutes of their phone call to notice/arrive.No water line for ice machine. We had to get back out, go to Lowes and buy a line to hook it up ourselves that evening.Said unit default to correct temperature $ setting on door said 37 I moved it to 34-35 at that time12/17/13 Dumped round of ice in AM and waited for refill & dumped againDumped water as they said, then began moving items info. Fridge, because we kept our old unit, I was taking my time about moving items and had other things going on around the house to do but was off for holiday and getting to it, but moved the majority a day or two prior to Christmas.12/24/13 (Tues. Christmas Eve) bought a tray of raw pork chops and tray of precooked chicken from local grocery & put into unit, also put bottled tea into unit.12/25/13 (Wednesday Christmas Day) pulled tea out and didnt feel very cold, took drink and felt like room temperature.I then moved personal thermometer from old fridge registering at 31 to new LG & placed right inside door as I have for yrs in whirlpool & thermometer flies up to 37,,, I then adjust temp on door down to 33 (this is as low as the LG will permit u to set it). I moved everything at that point back to old Whirlpool. Husband got sick from eating chicken that was in unit, we have since thrown away pork chops, he didnt want to fix after that, and salad dressing that I think I got sick off of and may be sick because it was in there for a couple-two or three days when unit didnt work from get go, etc. and I didnt know until "after" I placed thermometer into it on Christmas Day.12/26/13 (Thursday) I check it first thing in morning and lowest it got on my thermometer was 35 (37 by commercial/digital gun) and only early that morning, had to go work in west ft. worth all day that day and Friday, continued watching unit/checking it, seemed to register more at 37-38 (39-40 on commercial/digital gun) over and over again never pulled down to 33 and only registered at 35 that one morning and began questioning the ice/ice maker productivity. 12/28/13 (Saturday 12:50pm)Called Conns Service (under warranty/bought 2 yr. extended warranty) for repair, thinking they could/would get someone out there Monday and they put me on hold and come back and say, there is no repair company in your area (we live in Burleson, TX there is a Conns in Burleson, TX, etc. we are part of a major metropolitan area just in the outer look, etc.). But, says they will have to have a Service Manager person call me back within 24-48 hours about who/when a repair can be made.12/29/13 Sunday stopped by Conns in Burleson visited w/a couple employees there about issues w/the ice machine and they said we needed to report this issue too and suggested looking into getting a different unit altogether, it was questionable as to whether an LG would a good match for people who go through a lot of ice, anyway. Although at that point, we werent even getting the amount the LG was suppose to produce. Filling a cup and a half of another cup at six pm then nothing from that point to ten pm at night. Had to wait until the next morning around before any more ice would dump or sometime after 10pm. They said the salesperson should have steered us toward the Samsumg bc Samsung produced 3pds an hour, while LG only 10lbs per day, but we werent getting 10lbs out of LG.12/30/13 (Monday morning) 9:30 am & 9:41am - I call them again, because I havent heard anythingMy husband then calls customer service and speaks to someone who said they were a Manager in a Resolution Dept. named Destiny provided us w/a claim number ([redacted]) of some sort, said an outboarding resolution group would be contacting us about getting the unit exchanged (note: no one ever called back). She gives us a confirmation number [redacted] although no one ever called us back from that department and/or followed up. My husband tried calling this dept. again a few days later and continued to get passed around from one person to another.12/30/13 Monday at 1:23pm voice mail message(didnt get signal to receive incoming call) VM [redacted] w Conns says: Service Infinity Solutions at [redacted] will be providing repair and should be contacting me to schedule repair.2:42 say they have ordered parts for LGI asked who are you with? Conns or LG he said LG I explained we may be getting the unit returned, based on resolution dept. discussion, but granted unit will still need to be fixed. He just said hadnt heard about that, but could take a couple of days for parts to come in and when they are in, they would then call me to schedule the appointment.Monday, we also located my husbands commercial graded Raytek brand, temperature device to measure temperature in unit. Further determined, my personal thermometer was off by 2 degrees colder, therefore, when unit was sitting at 37-38 it was actually at 39-40. I since use this unit instead and continue to compare the temp. to Whirlpool. Whirlpool sits consistently at 33 (on Commercial/digital gun) while LG is sitting routinely/consistently at 40 for the most part and measured the ice machine to range from 7 degrees up to 19 I suspect this is why the unit does not produce much ice, etc.12/31/13 Tuesday 8:53 they call and say parts are in! and the soonest someone could be out was Thursday at 1pm I explained to him, I have to return to work and no one will be here, and soonest I can be here is 4:30-5pm. He putts me on hold and eventually returns and says, they can do this Thurs. after 4:30pm and he put us on the repair persons schedule as the lDesired Settlement: Refund/Returned and/or exchanged and only exchanged as long as we are not charged their "restocking" fee into process.

Business

Response:

Thank you for the

opportunity to respond to Ms. [redacted] complaint. Our records show on 12/13/13, Ms. [redacted] purchased

a LG French door refrigerator with us. We

have researched Ms. [redacted]’s complaint and an exchange request was submitted

to the manufacture. We received a return

authorization on 1/16/14 and Ms. [redacted] was notified of the exchange approval. Ms. [redacted] brought her concerns to our

attention regarding reselecting a different model and we agreed to honor her

request. Our records show on 1/23/14, Ms.

[redacted]’s reselected a refrigerator of her choice and it was delivered on

1/25/14. We sincerely apologize to Ms.

[redacted] for the experience she had with us.

If we may be of further

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

Sincerely,

Customer Relations

Conns HomePlus

Review: My husband and I ordered a refrigerator, dishwasher, and the matching microwave which comes with a kit. When the appliances were delivered, the microwave & kit were the wrong ones ordered. We were told they would reorder the right one. We purchased these appliances in [redacted]) It is now [redacted] and we still have not received our kit or microwave. I have had to call several times looking for our microwave with several different people telling me different things. They did eventually make a delivery only to bring the wrong one again with the wrong kit. Then another 3 weeks passed and I called and a young lady told me our microwave was sitting there but no kit. The young lady couldn't understand why no one was calling us or keeping in contact with us about our appliance. No one has tried to contact us about the situation. We are the ones who have had to call them over and over again looking for our appliance.I have asked to speak with a manager 3 times and every time, I'm told he's in a meeting. Our sales person has done a poor job of ordering and keeping in contact with us since this sale. The store has tried to give me other numbers to search out the problem. I feel it is their responsibility to find out why it's been two months, and why we are expected to make our payment if we don't have our appliance and kit. I called this morning and was given the same reply when I asked to speak to a manager. I don't know what else we are supposed to do to get an answer from anyone at Conn's. We went there in good faith and felt we would get good customer service. I am very disappointed and would not recommend this place to others. Thank you.Desired Settlement: I would like a manager to call me or my husband and explain why his employees drop the ball and never tried to call us and keep in contact with us regarding our appliances. I would like them to let us know when we can expect our microwave and kit sometime this year. I also would like the manager to explain to us why we should begin our payment on [redacted] since we don't have all of our appliances. Two months waiting is ridiculous!

Business

Response:

Review: The first issue we had with Conn's was the delivery. Our salesman rescheduled our original delivery date from a Sunday to a Thursday for a brand new fridge. I took that day off of work, and waited Thursday morning for a call with my timeframe. It never came. I called the store and he said our product was not in. I wasted a day of PTO with my work because my salesman did not call me the night before to let me know we had to reschedule again.The fridge finally comes about 2 weeks later. When the delivery guy comes, he explains that he doesn't have the tools to run a waterline but he'll reschedule for the next day. The next day, I get home from work early to make our 3-6pm time window, in which they did not show up until 7:40pm..Not even calling me to let me know they were running late. Two different guys came, and said that Conn's does not run waterlines and they cannot do it. He calls someone and they end up scheduling for the next day. After he leaves, I call the distribution office because I do not want anyone working on my house if they are not allowed to and I was unsure why we rescheduled. The manager on the other line said he'd have to call me back and never did. The next morning we never got a timeframe. I call, and they say "Oh no, your fridge was installed Sunday", to which I said, no it wasn't. They had no notes on all the times I called and all the appointments I had. Long story short, ends up that Conn's will not run the waterline through the wall, even though we told the salesman upfront before we bought the fridge that we had a [redacted] house that needed drilling and running through the attic. We were told by numerous people this was possible. After all this wasted time, and many calls to corporate and the Store Manager, our answer is "get a plumber". We did not factor this into budget, as we were told before purchase that running through the walls was not a problem and they would do it. This whole experience was a complete nightmare. I regret opening up a GE credit card with Conn'sDesired Settlement: I would like to be reimbursed for the plumber costs, due to being misinformed by many people that it was something Conn's would do. I can provide receipt of costs after completion, but this was something that I did not factor into my budget due to Conn's employee's lying to me that it was included and possible.

Business

Response:

Thank you for the opportunity to respond Mrs. [redacted] complaint. Our records show on 7/07/14, Mrs. [redacted] purchased a LG

refrigerator with a 48-month Repair Service Agreement, waterline installation,

and delivery. After researching Mrs. [redacted]’s complaint we found that we

were unable to meet her needs regarding the waterline installation. Mrs.

[redacted]’s installment requires extensive plumbing/carpentry work that Conn’s does

not offer. We have refunded Mrs. [redacted]’s her installation charge of

$21.64 to her GE account. We ask that Mrs. [redacted] allow 5-7 business days

for the credit to be applied to her account. We sincerely apologize to

Mrs. [redacted] for the inconvenience.

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

Customer Service at [redacted]

Kind regards,

Review: I received my love seat April 1 everything looked ok two days later I went to hospital and had major surgery as I was discharged 04/25/2014 coming home the closest place for me to lay was the love seat and as I layed down the back of couch came out I weigh 155 not that big. Called conns they sent a guy out to look at couch and that guy stated that the couched had to been dropped in warehouse or upon delivery customer couldnt broke the couch. I have been calling waiting on them to re place my couch since april 27 no response but they want me to make payments. I want a new love seat and a response but im moving forward with lawyer as well it shouldnt take 4monthsDesired Settlement: need to call me asap

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 3/27/14,

Mrs. [redacted] purchased a Corinthian Jensen furniture set which consist of 2

pieces (sofa and loveseat) with a 1-year limited manufacturer’s warranty. Mrs.

[redacted] was scheduled for delivery on 3/28/14 and signed documentation

acknowledging she received her delivery in good order. On 4/23/14; Mrs. [redacted]

contacted us stating the armrest is broke and detaching on the loveseat. A

service call was scheduled for 4/26/14; upon inspection the technician found

the left arm of the loveseat with loose and broken frame boards and determined

parts were needed to repair. Once parts became available Mrs. [redacted] was

scheduled to complete service on 5/21/14 however; she refused to allow the

technician to repair the loveseat. We attempted to contact Mrs. [redacted] on

5/22/14 and 5/23/14 to re-schedule her repairs however; Mrs. [redacted] declined

service repairs therefore the order was cancelled. At this time Mrs. [redacted] loveseat does not meet the qualifications for an exchange; the unit is

repairable and service repairs will need to continue. Mrs. [redacted] may contact

the Service Department at [redacted] to schedule a service date to complete

repairs on her loveseat.

Review: I was lied to about warranty coverage from the salesperson about stains being removed from furniture. I was told at the time of purchase that all stains would be covered under the furnituregard. I called Conns to schedule a tech to come out to clean stains off the couches. I was informed that a tech would not be able to come out for 3 weeks and was given a date. I took the day off when they were suppose to come out. I received a phone call in the afternoon on the scheduled day and they told me that the driver had been involved in an accident and was not going to make it out there that day. They then told me they would not be able to come out until 1 week later. Thus making it 1 month after I had requested service for them to come out and clean the stains. This time the tech called me a day in advance and told me that he would be there the next day. He comes out that day looks at the stains and says " I only handle small stains not these stains" "we have another truck that comes out to handle larger stains like this I will let them know that is what they need to do" I then get a call today stating that they would not be covering the damage on my couch and that my warranty did not cover this. I feel like I have been lied to and that this is not the right way to treat a customer.Desired Settlement: I just want to have my stains cleaned from my couches like I was told would be done at the time of purchase.

Business

Response:

Thank you for the opportunity to respond Mr. [redacted]’ complaint. Our records show on 6/19/13, Mr. [redacted] purchased a Temple loveseat and sofa with a 48-month FurnitureGard Plan with us. Our records show on 3/18/14, Mr. [redacted] contacted us regarding his sofa; stating he had a liquid stain that was about one week old. A service call was scheduled for 4/07/14 to spot clean the report stain. However due to scheduling conflict the service technicians had to re-schedule the service call for 4/14/14. On 4/14/14, the technician was dispatch to conduct the spot cleaning for the reported liquid stain on the sofa. Upon his arrive the service man reported the sofa and loveseat would require a full cleaning due to the multiple stains that were excessive. Therefore, we are unable to honor Mr. [redacted]’ request. On 4/16/14, we contacted Mr. [redacted] and advised him that the excessive stains/soil on both sofa and loveseat were not covered under FurnitureGard. As listed on Conn’s FurnitureGard Terms & Conditions: Number (9) YOUR OBLIGATIONS PRIOR TO RECEIVING SERVICE UNDER THIS PLAN: (Paragraph One) On-Going Care and Maintenance of Fabric and Leather/Vinyl: Your Product(s) must have been maintained through routine cleaning and maintenance, shielded from direct sunlight, whenever possible, and protected from prolonged exposure to heating sources, vents and radiators. We have included supporting documents in our response which includes a copy of the FurnitureGard Terms & Conditions and the pictures taken at the time of inspection.

If we may be of any further assistance, Mr. [redacted] may contact Customer Service at [redacted]

Kind regards,

Conn’s Customer Relations

Review: I certainly hope you can help me. I purchased a 3 piece sectional in January and have had numerous issues. It is now 3 months later and none of my issues have been resolved. And thus far, no one at Conns has helped me resolve it. What I want a full refund on my order, and the damaged pieces currently in my home picked up. I have made 14 phone calls to your company and no one seems to help me. Here's the history: 1/26: Ordered furniture on invoice #[redacted] through Indian Bend store in Scottsdale, , working with sales rep [redacted], rep #[redacted]. Was promised my furniture would be delivered in 4-5 weeks, likely 2/21 - 2/28 timeframe. I paid $500 down, applied for and was approved for a Conn's charge card through GE Capital. Total order on invoice: [redacted] 2/21: no word, so called [redacted] who checked on order 2/25: was called, told furniture was in, could we schedule week of 3/5-3/12: Several phone calls, telling us order was in, ready to schedule. Followed by another call saying that it was a mistake, not really in, still waiting. At least 6 calls with [redacted] getting conflicting information. 3/12: [redacted] introduces us to his manager, [redacted], whom we had numerous conversations with, attempting to schedule delivery. [redacted] tells us that there was a mistake, the first time they called us, it was not our furniture at all, but now they have found a set for us and can deliver it in next few days. Throughout this entire ordeal, [redacted] and [redacted] have been very courteous and attempted to help us, but apparently, they have no control over this. 3/15: Partial delivery made, 2 of 3 pieces, both are damaged. 3/17-3/26: Numerous calls requesting damaged furniture be replaced. No response, so requested to cancel order. I was told to call corporate. 4/5: Called, filed ticket, requested refund and damaged furniture removed. Told I'd get 72 hr response.4/12: Called again. no resolution, said still working4/19: called again, no resolution, no status updateDesired Settlement: I have now spend at least 12 hours of my time over 3 months with this hassle, and no one has been able to resolve any of the issues. I still can't get an answer from anyone. What I request is: 1) Response to this email. 2) Pick up the two damaged pieces and (bonus) TV that came with the order. 3) Cancel any pending order (I have no idea if this has been done)4) Refund my entire order, 3,368.46 I have already purchased a replacement set from another company.

Business

Response:

Thank you for the

opportunity to respond to Ms. [redacted] complaint. Our records show on 1/26/14, Ms. [redacted]

purchased the Dakota Java Furniture set (sofa, loveseat, and wedge) from us.

Our records indicate that Ms.[redacted] was scheduled for delivery between 2/21 – 2/28. On 2/21/14 Ms. [redacted] contacted

us regarding her delivery; stating that she had not been contacted with a time

frame for delivery. According to our records the furniture was a special order

and there was a delay in receiving the furniture from the manufacture. Once we received

the furniture we attempted to deliver it on 3/15/14, at

that time we

discovered a piece was damaged

and another had not been received. We

contacted Ms. [redacted]’ in regards to her concerns and Conn’s has agreed to

return the delivered items and cancel the item that had not been received. We show Ms. [redacted]’ furniture was picked up

on 5/3/14 and a credit of $1,567.81 is processing to her GE account. As a gesture of goodwill Ms. [redacted]’ was offered

a $100 Conn’s gift card to use toward a future purchase. We

sincerely apologize to Ms. [redacted] for the experience she had and for any

inconvenience caused as a result of the delay.

If

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

Kind

regards,

Conn’s Customer

Relations

Review: My wife and I purchased furniture from the company below and we still have not been given the courtesy of regular updates as to when we will get the rest of our furniture. Our thing is that the sales person had to know that the items we didn't receive were not available at the time, to afford us the opportunity to chose another bedroom set. Now for the past 3-months in our master bedroom sits a partial bedroom set minus a dresser and two nightstands. The stores help desk along with there managers are continuously giving me the run around. If someone could please help me to resolve this matter who be greatly appreciated.

It has been three-months now and we still have no dresser or nightstands yet. Conn’s in [redacted] on [redacted] has not called me to update or anything, I called them on 4-14-15 & on 5-20-15. My wife is using boxes still for her personal items. We are extremely unhappy and it seems like nobody cares. A copy of this letter is being forwarded to the Revdex.com, as well. At this point, my wife and I wish we could return the furniture already delivered.

My name is [redacted], I live in [redacted] I purchased $4000 worth furniture from your [redacted]. on [redacted], February 16, 2015. The salesman (John [redacted]) told me and my wife the whole shipment of the furniture would be delivered to our home on 2-14-2015. He did tell us that a few pieces were not in the warehouse, but would be there by 2-20-2015. On 2-23-2015, he leaves a message on my home phone voice-mail stating that those few items weren’t in yet and they couldn’t deliver partial shipment. Mind you, this is the night before we are to get our furniture. This was unacceptable, so we had our furniture deliver because we had already got rid of old bedroom & dinette set. Anyway, we have everything but a dresser and 2-end tables. It has been almost 3-weeks and no one from the store has had the decency to call me and update me on the back-order of my furniture. My wife had to put her clothes in boxes due to no dresser. My thing is this salesman & his manager knew those items were out of stock when they placed the order on the computer. We were dealing with a overzealous salesman who did not even offer us the option of looking for another bedroom set. This store is rated a “0” for customer service. We don’t have a clue when the other items will be in. I’m told I have to come back to [redacted] which is 85 miles to the store to re-order the other items because the order was cancelled. They tell me the items are on back-order, but I don’t know they won’t call me. It like I’m invisible now and at their mercy. I will tell you that once this matter is resolved, your store will not any more of my business. My wife and I are first & last time customers, your store lacks proper sales etiquette. Also, when our friends comment on our beautiful furniture, we will tell them where we got it, but go to [redacted].

Signed,

[redacted] (unhappy customer)

[redacted]Desired Settlement: To get the rest of the furniture we ordered, soon.

Business

Response:

Thank you for the

opportunity to respond to [redacted] complaint. Our records show on

2/16/15, [redacted] purchased the [redacted] dining set which consist

of five pieces (table and found chairs) and a [redacted] bedroom set

which consist of eight pieces (headboard, footboard, rails chest, dresser, two

night stand and mirror) which all came with a 1-year limited manufacturer’s

warranty.

We reviewed [redacted] complaint and found he was originally scheduled for delivery on

2/24/15 however; prior to delivery he was contacted and made aware that the

dresser and two nightstands had not been received at the warehouse as

scheduled. We confirmed with the store manager located in [redacted] where [redacted] made his purchase that at the time of purchase he explained to [redacted] that all items were not available for immediate delivery and Conn’s

was unable to delivery partial merchandise. [redacted] was given the option

to either cancel the dresser and nightstand from this invoice or wait until all

items were available to schedule delivery. [redacted] elected to cancel the

dresser and nightstands from his invoice and was made aware that he could

return to the store when the items are in stock to re-sign a new authorization

charge on his ** account. We show the dresser and two nightstands were

cancelled from the invoice and a refund of $1578.24 was processed towards his

** account.

[redacted] has been

contacted and is aware that the dresser and nightstand is now available for

immediate delivery. [redacted] will

need to visit his nearest Conn’s location to purchase these additional items.

We sincerely apologize for any inconvenience [redacted] experienced, as a

gesture of goodwill we will mail [redacted] a $50 gift card.

If we may be of further

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

Kind regards,

Dyeisha [redacted]

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I went to the store on June 6th and scheduled to have the rest of my furniture delivered on June 9th, tomorrow. I will inform you when the transaction is complete, thank you for your assistance in this matter. I believe you made the difference.

Review: I have a laundry machine that broke over a month ago. Their customer service promised call backs that did not happen, replacements that still have yet to happen. Their customer service is AWFUL. This company has delayed with excuse after excuse... (started with the part is a specialty part and has finally gotten to the point of...... "well it has been a month, we will have the service manager call you Thursday to set up a replacement machine" (that call still has not happened). Prior to this their service people that have come to look at and/or try to repair the machine do so "unannounced" that is, they call me essentially while standing at my front door to check on the issue RATHER than calling the day before to let me know they are coming and schedule a time.

We once got a message out of the blue telling us the repair man was "injured" and he wasn't coming, when we didn't even know he was coming in the first place. When he did finally come (about 27 days after the machine broke) he found he was sent the "wrong part". Customer service repeatedly told me about how every time a call comes in they are supposed to put notes in the case - but when the next agent gets my call there are no notes. I honestly feel they have Conned me.

Pretty much 99% of all contact with Conn's service has been instigated by us simply attempting to get this month old issue resolved. it NEVER should take a month to repair a laundry machine,

Again, theoretically, I am "supposed" to be getting a replacement machine but at this point I am confident it will be weeks before that ever happens. this is based on how poor their service has been up to date.

Because of their ABYSMAL delay, we have spent our own money now to do laundry (about 27 dollars) and may need to do so again if this matter is not resolved immediately.Desired Settlement: Immediate (as in on MONDAY) the machine is either replaced or repaired...NO excuses!

Compensation for the laundry bills on laundry I will have to pay for simply because they are slow (at this point 27.00 but if this is not resolved by tuesday I will have to run another Huge pile of laundry to the laundromat)

An apology letter from the company for their Abysmally Awful service.

Business

Response:

Thank you

for the opportunity to respond to Mr. [redacted] complaint regarding a purchase

made under the name [redacted]. Our records show on 2/13/13, Mrs. [redacted] purchased a

Samsung high efficiency washer with a 48-month Repair Service Agreement and a

high efficiency dryer with a limited 1-year manufacturer warranty. Mrs.

[redacted] elected to have her appliances delivered; we show on 2/18/13 Mrs. [redacted] signed acknowledging her

washer and dryer was received in good order.

We received

Mr. [redacted]’s complaint and found Mrs. [redacted] contacted our service department on 8/25/14; stating the washer was

leaking water. After reviewing Mrs. [redacted]’s service history we found there

was a delay in getting the part needed for repair. Therefore, Conn’s

agreed to exchange her washer; Mrs. [redacted] was given a credit of $799.99 which is

the original amount paid to re-select a new washer. As of 9/29/14, Mrs. [redacted] has elected

model WT1201CV and was scheduled for delivery on 9/30/14. We have confirmed

Mrs. [redacted] received her washer in good order. We sincerely apologize to

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

result of delay.

If we

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

Kind

regards,

Business

Response:

Thank

you for the opportunity to respond to Mr. [redacted] additional comments. We would like to apologize to Mr. [redacted] for the lack of communication and service delay he experienced.

We received Mr. [redacted] Revdex.com complaint on 9/29/14; however his exchange had already been processed on 9/26/14 due to the 30-day service repair

delay. We appreciate Mr. [redacted] for bringing his concerns to our attention

this matter was discussed with the people involved to ensure it is not repeated.

If

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

Department 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.

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

Regards,

Unfortunately [redacted] Your response comes across very canned. Please understand that after questioning some others who have dealt with Conns (lack of) service department and also speaking with a few front end delivery people that work at Conns, it is my observation that my experience is the rule, NOT the exception. I should NEVER ever had to file this complaint with the Revdex.com, I should NEVER have had to send a formal complaint into your "special complaint department"

If I was to behave in the manner of your (lack of) service department I would simply let this Revdex.com isue close instead of rejecting it. But see Ms [redacted] I am doing what your company pretty much failed on all accounts to do. tell me what the heck was going on!

So as annoying as this is. my issue is NEVER going to be resolved -- I will let this Revdex.com eventually close however, you and your department (unfortunately mainly you because you have chosen to be the spokesperson for your department) really need to actually determine what the words "customer" and "service" actually mean.

1 - A customer is someone who buys a product from your store and in doing so, expects in good faith that you will provide them with help should something go awry. they are NOT simply a person to take money from

2 - Service is a much broader thing.... however, in a nutshell it involves the following....

A - Setting realistic expectations if something needs to be fixed how long it might take (to his credit when the repairman knew the part was going to take a while, he told me... )

B - Contacting the Customer at the very least the day before to let them know a service person was coming out (this NEVER happened... the 2 times your repair man came out it was un announced and I had to give him a code to get into my house)

C - If a part comes in, or something is going to be delayed, Call the customer and give them a STATUS UPDATE.

D - keep accurate record if/when a customer calls in so they do not have to start from the beginning each time AND your agents can refer back to the timeline of what is happening (there were at least 3 calls where agents did NOT take notes, I know, because I asked)

sorry for the lecture [redacted] but, I do not think that Conns really gives a rats patootie about my awful experience nor do I think Conns as a whole really cares about their service side of things.

I will give you ONE small ounce of credit, at least (it would seem) that you have a US based service crew as opposed to sending those jobs to an offshore company.

The company you work for has a sucky service department. If you are the head of it, and TRULY care. Step up your game.

Review: I paid my CONNS bill on the [redacted] of March 2014 at 15:18 for both of my accounts. I always pay more than my due and at this time I paid $195.24 which was credited to the wrong account [redacted] to a [redacted] and $124.20 was credited to account [redacted] to a [redacted]. Conns have been calling me 3 to 6 times a day harassing me that my payment is late. I have explained this to them every time and they put a work order in to corrected which they only corrected one wrong transaction. I have been home on bed-rest after having cancer removed and they have continued to harass me for their mistake.Desired Settlement: Refund for the loan and charges for the harassment, by law they can not call me that many times every day.

Business

Response:

Review: On [redacted], I went to Conn's with sole purpose to get a riding mower. They also told me the more I got the less my monthly would be but they had a new one which was delivered on [redacted] and was non functional when delivered. I called the day they delivered this and advised them only to have them tell me they would get with mgmt and call me back and nothing. After several calls an getting the run around, they picked up the unit 4 days later on [redacted]. Was told was sent to Dallas for servicing. I called few dsys afterwards to chech status an told no tech was assigned an to check back in 3 to 5 business days. So I allowed the time an nothing was done. So I went to store location on either [redacted] or [redacted] an spoke with a mgr. which they had no information. I get call few days later that should be returned an delivered between Wed an Friday an recevied no call. I went back to store and mgr. told me was delivered there but could not send to me because had no invoice. Not sure about that because if had no invoice how could receiving sign for it. Anyway, the [redacted] called and requested them to email an invoice an never received one. I received a call during the week from another mgr and they told me could not deliver this because the mower still was non-functional. Dont they test this before sending back out? At this point, I advised the mgr that because of this I was returning all items. Now we were already barely over 3 weeks and still I had no mower. So, I returned the other items on [redacted] at which point I felt not paying a 15% restocking fee on all items was not justified which mgr. [redacted] told me this was a self/voluntary repo an will go against credit. I informed him that because nothing was resolved and cust. service was horrible I am having to pay some outside party to mow my yard now. At no time was there an offer made to replace the item. I have much more details but there is not enough room so I tried to include as much info an detail as possible.Desired Settlement: Based on the numerous attempts I made to get this addressed and resolved, I am looking to have this cleared to where this is not reported against and affect my credit. I am now going to have to obtain financing now from another source to get a functional riding mower for my original intended purpose. The amount of time that had elapsed was an unacceptable time frame.

Business

Response: