B And B Movers

Review: I noticed a problem with one of the Couch cushions were flat and the chaise lounge was creaking and the cushions on the back were coming apart at the seams. I called in for warranty and they came out to look at it. Upon review the teck said he could sew it back together I said I wanted it fixed right he said he would order the parts and they would be back out to repair it latter. This couch is less then 6 months old then I get a call saying that they have ordered the cushion and will be out to repair it. I said ok and what about the top cushions they said they will not fix it. I showed them in the warranty where it states they will not fix rips or splitting. But there is a one year warranty against defective materials or workmanship witch this is clearly the case and I have not received a response from themDesired Settlement: I want this problem fixed I want a response from them this is not even 6 months old and I am having to pay for something that is worthless

Business

Response:

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 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: On [redacted] I purchased two Sofa’s, a Chair and Ottoman from the Conn’s Furniture location in [redacted]. My salesperson was [redacted] who is also the Assistant Store Manager. The furniture was delivered on [redacted]; a few minutes after the delivery was complete I noticed that one of the sofas has a nail or screw protruding from underneath the leather. I reported the defect to [redacted] within 5 minutes of the delivery personnel leaving. I was told by [redacted] not to worry, that he would contact the warehouse and make sure we had a new replacement sofa the very next day, [redacted], or the latest by [redacted]. By [redacted] no one from the warehouse had contacted me nor delivered the replacement sofa. I called [redacted] and he told me that he would look into it. Over the course of the next couple of weeks I made several calls to [redacted], almost every time, not matter the time of day, I was told that he was out to lunch and that he would call me back. He never did call me back.

On [redacted] after making several more calls to him that day, I showed up in person to the store in [redacted]. After waiting on him for almost an hour I was finally able to speak with him. He told me that he never received any of my messages and was surprised that the sofa had not been replaced already. He told me that he had emailed [redacted], the Delivery Manager and [redacted], the Assistant Delivery Manager back on [redacted]. He told me that he will follow up with them and that I should do so as well. Two days later on [redacted] I get a call from the warehouse to schedule an inspection of the defective couch. The next day, [redacted], I received a phone call and a visit from [redacted], a Conns contractor sent by the warehouse to document the defect. He took pictures with his electronic tablet and advised me that I would submit his report and I should hear back in about a week about getting a replacement couch delivered.

On [redacted] I receive a call informing me that my 1st payment is due. I made the payment but I honestly feel that I should not have pay until you replace the sofa. I asked for an update on the replacement sofa and they told me that there was no record of anyone having ever come out to inspect the sofa. They advise me to call customer service to start a repair claim. I make several more calls to the [redacted] and [redacted] on [redacted] but they are never returned. Finally on [redacted] I get another call from the warehouse to schedule an inspection of the defective sofa. Today is now [redacted] and [redacted] with [redacted], a 3rd party representative for Conns showed up to inspect the sofa, he took more pictures and told me that he will submit his report and I should be contacted in about a week. He also informed me that most likely the sofa will not be replaced anymore but instead the nail will be hammered in and the leather patched up.

I feel that this is unacceptable, since I purchased new furniture that is what I expect to have, not a patched up defective sofa. It is also unacceptable that I have to make any payments without this issue resolved. I request that my contract be amended to become effective on the day you finally deliver the replacement sofa. Additionally, it’s unacceptable that I've had to make over 30 calls already and this is not resolved. It’s unacceptable that your employees dodge calls and don't call customers back. It’s unacceptable that you lose reports that inspectors have filled. It’s unacceptable that it’s been 41 days since I reported the defective sofa and I'm nowhere near getting it replaced.Desired Settlement: The sofa needs to be replaced immediately. My contract needs to be changed to become effective on the day the new replacement is delivered. An appropriate credit for wasting my time should be applied to my account.

Business

Response:

Thank you for the opportunity to respond to [redacted]’s complaint. We researched [redacted]’s complaint and found her complaint has been resolved. As of [redacted]’s sofa has been exchanged and delivered in good order. We sincerely apologize to [redacted] for the experience and any convenience that was caused as a result of delay and the lack of communication. If we may be of further assistance, [redacted] may contact Customer Service Department at [redacted]. Kind regards, [redacted]

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.]The sofa has not been replaced with a new one. The delivery personal did show up but they delivered a sofa that was in worse condition than the first one. We did not accept it. Also, there is also the matter of account credit for two months now on this defective sofa. I should not have to pay for a sofa that I cannot use because I've been waiting for a proper replacement.

Regards,

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 paid off my account in full. A year later, they have decided I did not and are charging me interest.

I purchased a new [redacted] in [redacted] with the agreement of 1 year no interest. I made prompt payments ($70 a month via online bill pay from my bank) adhering to the contract. In [redacted], I called, as instructed on every page of the payment booklet, to obtain my pay off balance (roughly $25.) I promptly paid the amount, assuming my account was paid off. A week ago - [redacted]. Conn's began calling me 5 times a day saying that my account was past due. I spoke with several people - [redacted] - all who informed me that when I paid the account I was $3.51 short plus a $3 processing fee. Because of that I was being charged back all of the interest on the account - approx. $284. I offered to pay the $6.51 , but was assured the agent would file a ticket to have the account closed. For a week, I received calls 4 - 5 times a day telling me my account was past due. I answered the phone every time trying to get answers on my pending request (ticket # [redacted]). I was met with confusion, hang ups and several department transfers. I did make the $6.51 payment. Finally on [redacted] I spoke with [redacted] who informed me that even though he could see in the computer system that I did call and obtain a pay off amount, and did promptly pay off the amount, it was my responsibility, to add up all the totals on my contract, add up all my payments - and some how override the system to allow me to pay more than I owed. I asked to speak with someone in the department that made the decision and he told me there are no incoming calls to that department. I asked if I should file a law suit or if there was some one my lawyer could speak with there and he gave me the # to the legal department. [redacted]. I have bought many things from Conn's over the last 12 years, I have always been a good customer and never had a problem. I am absolutely shocked that they think they have no liability in giving me the wrong pay off amount or waiting almost a year to inform me of it.Desired Settlement: I just want my account closed as paid in full and I want any negative reports to my credit removed.

Business

Response:

Review: We bought our furniture from Conns , A week before our anniversary November the 14 2013, the 8th day of November , Conns said it would be delivered the next Wednesday the 13 th of November , they called that week and said they could not be delivered untill the following friday , being very diappointed thy delivered the furniture , now since the furniture was late I have been trying to get our payment date changed , the manager of the store, [redacted] said that would not be a problem well I been tring to get the payment date changed since the 27 th day of november , I have called Conns just about an heard every story possibly anyone can imagine I still have not been able to get the date changed to the 21st of the month!!!Desired Settlement: All I would like Conns to do is change my payment due date to the 21st of the month on both the accounts ending in [redacted] and [redacted], since they were late delivering our furniture!

Business

Response:

Review: Over two months ago the delivery service damaged my front door upon delivery. I have made numerous calls for reimbursement. I sent in receipts twice and was promised to be reimbursed in two weeks. That was over three weeks ago. I am sick of being ignored and blown off. Please helpDesired Settlement: Reimbursement or replacement of equal value.

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 5/1/2014 2:42:59 PM and assigned ID [redacted]

Regards,

Review: Purchased sectional sofa may 25, 2014 from the local Conns store. Within one month all cushions were sinking. They looked like we had been sitting on them for years. We contacted our sales person who put us in contact with the store manager. We were told we had to call Conns Fix it. We called hem and were told they would send someone to take pictures of our couch. This took two weeks. Someone came out, took pics and told us we would hear from someone within a week. We never did. We had to call. We were then told that new cushions would be ordered for our couch and delivered to our home then we would need to call to set up a time for installation. Delivery took two weeks, so we were now at almost two months since our purchase. It took two weeks for someone to come out to install. Not all cushions were replaced so we asked him to please take pictures of the wedge that joined the two couches. He did, again we were told we would hear from someone. We never did. Within two weeks of installation of the "new" cushions they too were sinking. My husband then called our local store and spoke with the manager. He said we needed to call Conns Fix it again. My husband did and a complaint was submitted. My husband explained that we wanted to exchange the couches for something different. We were told this was not possible until we gave them three(3) opportunities to remedy the situation. My husband explained that he would like to speak to a manager and was told there was no one else to speak to. My husband expressed his concern to the [redacted]. Person he spoke to that at the rate they moved the couches would be out of the one year manufacturers warranty and asked the gentleman if that's why we had to jump thru so many hoops. We are completely dissatisfied. We paid over $3000 for the furniture and we feel at this point like we have been ripped off. Had we done our homework before the purchase we would have never given Conns our business. Bad review after bad review.Desired Settlement: We would love to have a refund but would settle for being able to pick out a different set that is to our satisfaction.

Business

Response:

Thank you

for the opportunity to respond to Mr. [redacted]’ complaint. Our records show on 5/25/14,

Mr. [redacted] purchased the [redacted] furniture set which consisted of three

pieces (sofa, loveseat, and wedge) with a 1-year limited manufacturer’s

warranty and received delivery on 5/26/14 in good order. After further review

and research of Mr. [redacted]’ repair needs, Conn’s has agreed to issue a store

credit in the amount of $2599.98 to re-select all three furniture pieces. Mr.

[redacted] may visit her nearest Conn’s store to process the exchange.

If

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

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 we would like to say we Will accept store credit, however, before tax the purchase price was $2729.97, with the total including tax being $2921.07. We would like full credit for the amount of the furniture purchased.

Review: I have a complaint against the Conn's in [redacted]. On [redacted] my wife and I purchased a sofa, chair and ottoman and paid to have it delivered. The salesman, [redacted] said we were entitled to a free delivery rebate, which I completed and mailed back to Conn's Corporate Office in [redacted]. After about 6 weeks, no rebate. I went back to the local Conn's in [redacted] and talked to Mr. [redacted]. He copied my info. again and said he made a phone call and I should get my rebate in 10-14 days. After another 2 weeks, I went back to the [redacted] store and talked to Mr. [redacted] again. He called the rebate people again and gave me a phone number to call if I did not get my rebate in 10 days. Since I did not get rebate, I called customer service dept. as he suggested. They stated I did not qualify since I did not have one item over $499. I stated that was wrong since the sofa cost $549 (invoice is attached). They then requested I fax them a copy of my invoice, which I did.Desired Settlement: I would like them to pay the delivery charge.

Business

Response:

Thank you for

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

on [redacted], Mr. [redacted] purchased a [redacted] furniture set which

consisted of three pieces; chair, ottoman, and sofa from us.

After

researching Mr. [redacted]’s complaint we found Mr. [redacted] mailed his rebate

submission form and it was received by the rebate department; however, the

rebate department denied his rebate claim due to his purchase not meeting the

minimum purchase requirements. As of [redacted], Mr. [redacted]’s complaint has

been escalated and Conn’s has agreed to honor his rebate and expedite the check

refund. Mr. [redacted] should receive his refund within 7-10 business

days.

If we may be of

further assistance, Mr. [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.

Review: We purchased living room furniture and a [redacted] with wall mount from Conn's on [redacted]. All purchases were paid for in cash, up front. We paid an additional $[redacted] to have professional installation of the wall mount and tv. A day or two after installation, we noticed that the full-motion wall mount did not function properly so we contacted Conn's for repairs. After two weeks, several phone calls, an in person visit and a promise from [redacted], assistant manager, to refund the installation amount, our problem still was not solved. Both the manager, [redacted], and asst manager [redacted], promised us phone calls to follow up on the issues, but we never heard from them. We contacted corporate customer service twice and no one followed up with us. The installation company refused to correct the problem and we still have not received our refund. We eventually hired a handyman and paid him $** to correct the wall mount.Desired Settlement: We want a refund in the amount of $[redacted]. We were told by our sales person, [redacted], that tax is charged on the installation, so we expect $[redacted]% tax and an additional $** that we paid to the handyman.

Business

Response:

Thank you

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

[redacted] purchased a LG 65” television and elected Conn’s TV wall mount

installation service. After further

review and research, we confirmed [redacted]’s television was not installed

correctly by the installation team. Conn’s has agreed to honor [redacted]’s

request and issue a refund in the amount of $[redacted] for the installation fee.

[redacted] may visit the Conn’s location where she originally purchased her

products to process the refund back to her [redacted]. We sincerely apologize

for any inconvenience [redacted] experienced regarding the installation service

provided by Conn’s.

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]. we were told by assistant manager [redacted], that a refund could not be processed in the store and that he would have to send an email to the corporate office requesting a refund and that within 7 to 10 days they would send us a check.we are willing to make one more attempt to get our refund in the store but we do not believe that they will honor it. If they could have processed a refund to our [redacted] in the store why didn't they do that a month ago when we first requested it? if we are not satisfied with the outcome of our attempt to get our refund in the store we will file another complaint. additionally we find it an inconvenience to be expected to return to the store, wait around for them to find the manager, if he's in, and then put up with their excuses and false apologies while they dilly dally processing our refund. we don't actually find the solution very acceptable because it is a waste of our time and energy and resources but if this is all the store can manage we will make one more attempt.

Review: In the mth of July, I made a purchase in there store and my purchase was supposed to be set up on 6 mth same as cash promotion. The salesperson kept making errors in the process and process the transaction 4 different times. 1st time w/o promotion, 2nd and 3rd time with promotion, 4th time without.

After paying for a few mths I called in Sept. to get my balance and was basically told I owed around the same amount the purchase was even after paying $100 a mth on a $550 balance. The manager [redacted] said he spoke to the salesman and he remembered the transaction and he had made a mistake. [redacted] then said he would call the corporate office to have it fixed because they could not longer do it in the store . Well, he never called but I did. I was given the run around and then on Oct. 1st I called corporate again and was told that I just needed to go back to the store and have them call and they would adjust it and would give me back the difference I had been paying in interest. When I go to the store and talk to the other manager [redacted], who was supposed to have been calling me back previously and never did, he called and they said they didn't know what I was talking about after talking to someone 10 mins. prior. He then supposedly got in touch with the regional manager, [redacted]. While on the phone with [redacted] told me that he said he was just waiting on approval to redo the contract and reimburse me. I waited and waited at the store. Finally, after about an hour I left but was assured I would get a call and we would just have to come back in to sign the new contract. Never heard from [redacted]. Called back on that Friday and was told [redacted] was coming in the office and I asked for them to call me when he came. [redacted] said he would. Never got a call... 2 days past and I again went in there today. I spoke to [redacted] who I initially spoke to, said he remember me, but offered no help and claimed he had no number to give me.Desired Settlement: All I want is what my original terms were supposed to be. I have been paying them faithfully and I want my money back and it adjusted to what it should be.

Business

Response:

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

concerns regarding account #[redacted]. Mrs. [redacted] stated she should have had a

6-months same as cash promotion on her products.

According to our records, Mrs. [redacted] signed a 24-month

retail installment contract on [redacted].

The products purchased did not qualify for the

6-months no-interest promotion at the time of purchase.

Mrs. [redacted] was mailed a copy of her payment history and

her contract on September 20. 2014.

We value Mrs. [redacted] as a customer and sincerely appreciate her

bringing this matter to our attention.

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,

I reject it because when I was making the purchase I was told it was eligible and not once was I told it was not and store managers and sale man admitted their.mistake and it was [redacted]e 4 times. 2 times wrong and 2 times right. If it was nto eligible why did your customer service and regional manager said he was going to have me sign a new contract and refund the interest. I feel like I have been a victim of some type of bait and switch and a victim of fraud. I'm not asking for anything more than what Your employees promised. But I see it was all lies and words just to keep me from complaining and kept me strung along for weeks with lies. I do have the documentation of the 4 transactions that were [redacted]e.

Business

Response:

Thank you again for the opportunity to respond to Mrs.

[redacted]’ concerns regarding account #[redacted].

After further review and the additional details Mrs. [redacted] has provided, the 6-months

no-interest financing promotion is in the process of being added to the account.

Please allow 10-15 business days for the process to

be completed.

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

any inconvenience she has experienced due to this matter.

Thank you,

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 just want to make sure this will be backdated to date of purchase and the difference of interest I have been paying will be refunded.

I sincerely thank everyone for this resolution.

Review: One piece of the leather sectional was damaged during delivery on [redacted] 6, 2014. The delivery person offered to return the piece to Conn's, have it repaired or a 10% refund on the damaged piece. We accepted the 10% refund (price concession of $100.00) and was told a check would be mailed. As of [redacted] 14, 2014, no check for said refund has been received. We have emailed Conn's, made phone calls and I have been to the store regarding this issue. When I went to the store to inquire about the $100 refund, I was told the delivery people were not Conn's employees and it was not Conn's issue (the delivery men wore shirts with Conn's logo on them). I was then told a check would be mailed, again in 2 weeks -- that was 6 weeks ago and still no check has arrived.Desired Settlement: For Conn's to honor their agreement to refund $100.00 for damages during delivery.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint regarding the $100.00 concession that he was offered at the time of

delivery. After researching [redacted] complaint we found his refund check was mailed on [redacted] 21, 2014. Unfortunately, our system did not show the

correct zip code therefore, his refund was mailed to the wrong address. The postal service returned the check to the sender

because they were unable to forward. Conn’s

would like to apologize to [redacted] for the error and the delay in

receiving his refund. We have corrected the address and remailed his refund check

to the address as shown on the Revdex.com complaint.

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

at [redacted].

Kind regards,

Consumer

Response:

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

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

Review: I purchased an [redacted] at the Conn's [redacted] location a little over a year ago and purchased insurance to go with it so that any issue with my machine would be resolved. I moved to [redacted] late [redacted] and the closest location was in [redacted] Texas when my computer started having issues. I took my PC there sometime in [redacted] and they did tell me it would be about 4 - 6 weeks before I saw it again, to which I agreed because the class that I needed it for did not begin until [redacted]. About 4 weeks later the technician contacted me to say that he could not unlock my hard drive and had replaced it with a new one (after I specifically asked them to please cancel the first request to try to salvage my information because they have you sign a release). Because I had already signed the release it was too late but he did send the original home so that I could "find a more knowledgeable IT person to unlock it" and extract my data. He then asked me if I wanted him to send back my keyboard on which the battery cover had been misplaced. Originally I said 'no' because we found it during the time that they'd had the machine but he insisted that he could order a new one for me, which I said okay to, if he could guarantee me that it would be returned by [redacted] - he agreed. Two more weeks went by but he did manage to get me my computer by [redacted], and the store didn't even bother to contact me when it arrived in their location I just sort of got impatient and called them on my own to which I got "Oh it's been at the store since yesterday." Really people? When I finally got around to turning on my computer the new keyboard was completely un synchronized. I contacted the IT person that I'd been working with and he was nice enough to try to walk me through the process, with no luck and he is in [redacted] (about 7hrs away) so I could not deliver it to him personally. I then called and spoke with the manager at the [redacted] store who assured me that there was a gentleman in his store who was very knowledgeable about computers and that he could fix it on the spot, so I drove there (1 hr away) to deliver my machine. The employee was really nice but he could not figure out how to sync the wireless keyboard to my computer. To which the manager responded by telling me that he'd contact the service manager in a nearby town that they had an IT service department in. I agreed to this because he assured me it could be done within the week because it was such a simple fix and the service department was less that 30 minutes away. He asked me to leave the keyboard there and to take my PC and they'd give me a usb keyboard to work with but because of my previous experience working with an IT department I know that it is better to send the entire bulk of machinery. Here we are going on 3 weeks and nobody can tell me anything other than it's in process and the IT person is working on it and it's 1st come 1st serve, but this was not what management assured me. Oh, and I think my computer ended up in [redacted] or [redacted] again because one customer service agent told me it was en route since a few days ago - FEW DAYS AGO? I thought the place was about 30 minutes away?? Every time I call to speak to the manager of the service department [redacted] is either not available or they send me to voicemail. I've also been told someone will contact me within 24 - 76 hrs., but nobody has. Meanwhile I am having to work on a computer that is ergonomically uncomfortable and they've been getting paid for the product that I purchased for the last 3 months - mind you that this is for a machine that I have not had in my possession for almost that long. They do not offer loaners and even though my computer is insured they will not replace it with a working one unless the service department deems it "unusable"... meanwhile I am struggling to complete assignments on the computer that I have available, not to mention that it's not mine so I cannot rely on my family continuing to allow me to use it. Furthermore, I am moving to back to [redacted] in the next few weeks and these people cannot seem to get organized enough to give me a date on which they'll have it available and I'm scared that I'll move before then and then run into another logistic NIGHTMARE. I've mentioned my concerns to them and all I get it "I understand" from numerous customer service agents, who don't seem to really serve a purpose at this point except for being a buffer so that their precious managers/IT folks aren't bothered with real customers. Please help.Desired Settlement: I would like to have a NEW computer of the same model provided to me ASAP -- before I make the transition to [redacted]. In addition I want a reimbursement for the last 3 months I have not had my machine and for it to be discounted from the remaining amount owed on my machine, since I have not had all the tools available to me that I need to complete the $[redacted] undergraduate course I am taking right now AND I will have to go through the trouble of paying another IT specialist to unlock the information on my old hard drive. Finally, a change in their time delivery practices and for the store management to have a bit more clout when it comes to these issues.

Business

Response:

Thank you for the

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

purchased a [redacted] computer with a 25-month repair Service

Agreement w/Accidental Damage coverage. [redacted]’s signed invoice

indicates at the time of purchase she acknowledged she was provided a copy of

the RSA & ACCIDENTAL DAMAGE brochure and that she understood the coverage

associated with the product. [redacted] elected to pick up her

computer from our [redacted], TX location; [redacted] signed acknowledging her

item was received in good order.

We received [redacted].

[redacted]’s complaint and she contacted our service department on two separate

occasions dated from [redacted] through [redacted] regarding her computer; stating the unit was not booting up and

keyboard was not syncing with the unit. After reviewing [redacted]’s

service history we found [redacted]’s computer was deemed uneconomical to

repair, therefore Conn’s agreed to exchange her computer. [redacted]’s

exchange was approved on [redacted]; she was issued a

credit up to the original amount paid which was $[redacted] to select a new

computer because the original model was no longer available. [redacted].

[redacted] initiated her exchange on[redacted] she elected a [redacted] notebook model

([redacted]). 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 our Customer Service Department

at [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. Hello: yes, my issue has been resolved. Conn's credited me $[redacted], which I utilized to purchase a laptop from them and close out my account. Thank you kindly for your assistance with the matter and for your prompt response. Regards, [redacted]

Review: They gave credit to my sister under my name with out my authorization or investigating if I had given permission. Know the account is 3 or 4 months past due and they are making me liable for the merchandise. I didn't even sign the contract or gave authorization for such transaction. Know have spoken to them an explain to them and all they give me is the run around and just offer for me to give a payment and they will extent the time for me to pay.Desired Settlement: I want for them to take it off my credit and come and pick up the things or charge them to my sister.

Business

Response:

Review: We purchased a stand up deep freezer in [redacted]. On [redacted], the freezer stopped working. I called and reported it, a repairman was sent out. He recharged it with freon. The freezer still did not work. I called and reported it again, he came out and said the compressor needed to be replaced. They ordered the part and came back to install it when it arrived. That did not fix the problem with the freezer either. I called and reported that it still was not working. The repair man came out again, and informed us he was going to order an after market part to ADD to the freezer. The part came in on [redacted]. A phone call was made to my husband (which clearly had notes in the acct to NOT call his phone, as he was on nights out of town). I returned the call, was told they would call within 24 hours to set up an appt. I at that time told them I am off work Wed and Thur, please make it one of those days. On [redacted], they finally returned my call and tried to schedule the service for that Friday, [redacted]. I explained I could not do it that day, and scheduled it for Wed, [redacted]. On [redacted], the service man called and told me he was calling to reschedule my appt to Friday, [redacted]! I explained I would not be available and he finally agreed to come that day between 12-2. I informed him at the time I had to leave my house at 2:30 for an prior appt. He called at 2:35 claiming he was at my front door (left no card) I had left at 2:30. I then said fine, schedule it for [redacted], I will leave work early. Friday [redacted]. Nothing. No phone call. Nothing. I have called approximately 22 times since then, leaving messages foe supervisors, corporate, and nothing. NO ONE has even returned my call to come TRY to fix our 6 month old broken freezer, which we are still paying on! The food lost due to the freezer not working, was worth more than the actual freezer. Apparently, since we didn't purchase the Conn's warranty, they are not worried about making it right. This is the WORST customer service I have ever dealt with!!!Desired Settlement: I want to be refunded for the freezer. Since no one in their service department seems concerned with the fact that we have a defective freezer, and we have been treated so horribly throughout this ordeal, I just want a refund and for them to come pick up the freezer. I am appalled at the lack of professionalism and horrible customer service we have been given. We haven't even received an apology! They are clearly running from their problems!

Business

Response:

Review: Conn's brags about 100% customer service, well that's a lie. In the this last year I've about over ten complaints with them and every time they really never get resolved. I always make my payments on time. First it was always they could never find my payments and I would get phone calls saying my payments was late, now They applied my payments to the wrong account and I was told they would fix it and still getting phone calls weeks later saying my payment is late. I've been told my warranty on a product was a certain date and then it really wasn't. I get hung up on by managers on the phone because I am upset and telling them there people don't know how to do there jobs. Its just ridiculous.I have two accounts and always made my payments on time. I never hear from a regional manger, just emails. and they just say sorry. That isn't customer service at all. look at my account and see all the complaints I've made and see more into detail all of them.Desired Settlement: I would like to hear from and higher up manager. Not a district manager or regional but a higher up like a are or vp. See if this is how they want their company ran. I would also like to have a manager take my payment from now on, because obvious regular employees are to incompetent make sure it gets to the right account or give could customer service now a days

Business

Response:

Review: We purchased a ** Dishwasher from Conn's on [redacted]. Delivery is normally the next day, but our delivery was made on [redacted]. We paid $119.99 for installation. The installers put in the dishwasher on [redacted]. On [redacted], our second time to use the dishwasher, we noticed that there was water in the bottom of the dishwasher and that it did not drain. Thinking it was a plumbing issue because it was a brand new dishwasher, we contacted our local plumber, [redacted], who informed us the dishwasher had never drained due to the clear hosing that was installed not having any residue. We had to pay the plumber $60 to tell us the "new" dishwasher Conns installed was not working. I contacted [redacted] at the Webster, TX location who was our salesperson to let her know. She sent out a Conn's technician on [redacted]. The Conn's technician also agreed that the pump was not working and had not drained. I proceeded to call [redacted] again. I informed her that we do not want a replacement pump, we want a new dishwasher. Because the dishwasher had been run with a defective pump, there could be other unknown damage to the dishwasher. We purchased a new dishwasher, not a refurbished dishwasher and should get what we pay for. She said she would let her supervisor know and contact me when she heard anything. On [redacted], I once again contacted [redacted] because I had not heard. I could not reach her, so I contacted the store manager, [redacted], who simply told me he had sent an email. He did not even apologize for the faulty equipment that was sold to us. I purchased this equipment on credit and refuse to pay for a subpar dishwasher (refurbished) when I purchased a BRAND NEW one.Desired Settlement: A brand new dishwasher replacement is a resolution. I should not have to get a refurbished dishwasher. The other option is a full refund and I can purchase my dishwasher at a reputable dealer.

Business

Response:

Review: I entered an purchase agreement with Conns for a total amount of $2864.22 (includes insurance. I have paid $2876.22 and still have a balance of $72.38

I have a year same as cash agreement with Conns. Today is the last day for this option or I will owe $1500 for insurance cost. I have been on the phone with customer service twice a week for the last two months and can't solve this problem. I'm told someone form billing will contact me within 24 hours. Have yet to get a call. They won't send me an itemized list of charges nor will they inform me as to what this cost is for. My contract states that I have borrowed $2,617.31 and upon payoff a charge of $246.91 for insurance. On [redacted] I spoke with [redacted] from customer service saying that if I paid $12 my account would be closed for filling my obligations. She also made a note in my account stating that I wanted a call from billing to confirm the status. As soon as I hung up with her I made the payment by phone so Conns would receive payment that night. I waited the 72 maximum time limits they have and called back. I was told they reviewed my account with no changes. I asked for an explanation for their decision. The customer service rep did not have any info just that he would mark my account for investigation and someone would be calling me with in 24 hrs. Still have yet to get a call and once again I called back. I just got off the phone and was thrown through the loop again and was told someone would be investigation my account again. This employee could not give me any more information as to what the cost is for. I'm stuck and need help to solve this problem as in getting nowhere dealing with Conns. I have printed all my payment information from the bank and have read the contract over and over and cannot find any additional cost I could owe. Today is the last day before they charge insurance so I hope we can find a solution as soon as possible.Desired Settlement: I don't want a refund I just want what was promised on the terms of the contract. I have paid for the purchase and now it's time for Conns to fulfill the obligation and close my account. I just want this to be solved and I don't have to waste any more time waiting for someone to call or help a customer and give or find the answers they are looking for.

Business

Response:

Review: I purchased a washer and dryer with an extended warranty. The washer won't work and they will not come out to repair it. Even worse, customer service will not let me speak with a manager and nobody will return my callsDesired Settlement: Would like my washer fixed immediately or my warranty fees refunded back to me

Business

Response: