Conn's Home Plus

Thank you for the opportunity to respond to Mrs [redacted] ’s concerns Mrs [redacted] has been contacted and Conn’s has agreed to exchange her recliner After researching her complaint we found the frame had come apart and was damaged beyond repair Mrs [redacted] ’s new recliner is scheduled to be delivered on 2/19/ We sincerely apologize to Mrs [redacted] for the experience she had with us If I may be of further assistance, Mrs [redacted] may contact me directly at [redacted] *** Kind regards, Kathryn J***

Thank you for the opportunity to respond to Mrs [redacted] ’s complaintOur records show on 10/28/13; Mrs [redacted] purchased a [redacted] refrigerator with a 24-month Repair Service Agreement Plan and financed her purchase through RAC Acceptance We received Mrs [redacted] ’s complaint and found she contacted our service department on 12/09/ stating the icemakers container broke on her refrigeratorA service appointment was scheduled for 12/18/14; during inspection the technician found parts were needed for repairOur records show there was a delay receiving the correct parts due to the model number was entered incorrectly on the service order when the service call was initially set-upThe error has been corrected and we have ordered the correct parts needed to repair Mrs [redacted] ’s refrigeratorOnce we receive the parts Mrs [redacted] will be contacted to schedule a repair date As a gesture of goodwill Conn’s will send Mrs [redacted] a $check in the mail; please allow 7- business daysWe sincerely apologize for any inconvenience Mrs [redacted] experienced as a result of the delay If we may be of further assistance, Mrs [redacted] may contact us at [redacted] Sincerely, Dyeisha W [redacted]

Thank you for the opportunity to respond to Mr [redacted] additional comments We would like to apologize to Mr*** 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/due to the 30-day service repair delay We appreciate Mr*** 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*** may contact Customer Service Department at [redacted] Kind regards, [redacted] ***

Thank you for the opportunity to respond to [redacted] complaintOur records show on 4/26/14, [redacted] purchased the [redacted] living room set which consisted of four pieces (sofa, loveseat, chair and ottoman) all with a 1-year limited manufacturer’s warranty [redacted] delivery was scheduled and received in good order on 5/10/ We received [redacted] complaint and found on 8/13/14; the manufacture approved an exchange only on [redacted] sofa, loveseat and chair due to the units were deemed irreparable by serviceman [redacted] was scheduled and received delivery in good order for her new sofa, loveseat and chair on 8/18/ [redacted] contacted our service department on 11/24/stating the seams were coming apart on the sofa and loveseatA service appointment was scheduled on 12/20/14; during inspection the serviceman found the arm, center seat cushion and the cushion core piping was peeling and also the loveseat’s leather was peeling around the pipingAlthough no damages were reported on the chair and ottoman, the serviceman also inspected both units and found the leather was peeling around the pipingBased on the serviceman’s report, the manufacture approved to continue with service on the furniture and parts were ordered to complete repairs on all furniture piecesOur record show the parts arrived on 1/05/15; we have attempted to contact [redacted] on numerous occasions and have left voice messages to schedule a repair date but we have been unsuccessful in our attempts to schedule a repair date After further review and research of [redacted] complaint, Conn’s has agreed to honor her request to exchange her furniture set with a different brand of her choice [redacted] may visit her nearest Conn’s location to imitate the exchange processWe sincerely apologize for any inconvenience [redacted] experienced during this process If we may be of further assistance, [redacted] may contact customer service at [redacted] Sincerely, Dyeisha W [redacted]

Thank you for the opportunity to respond to [redacted] ***’s complaintOur records show on [redacted] , [redacted] purchased a [redacted] washer and dryer with a 1-year limited manufacturer’s warrantyOn [redacted] , [redacted] contacted us stating the dryer is making a loud noise and will not turn onA service appointment was scheduled for [redacted] ; upon inspection the technician found the fan and assembly duct needed to be replaced and ordered the partsOnce the parts became available [redacted] was scheduled for [redacted] ; upon installation the technician found the strap had broke since the last service call and determined more parts were needed to complete the repairsOur records show some of the parts needed for repair were not immediately available therefore on [redacted] ; we submitted an exchange request to the manufacture for a possible exchangeAlthough we are still waiting on a response from the manufacture, Conn’s has agreed to expedite the process an issue an exchange on the dryer as a goodwill gesture; no further credit are due [redacted] may contact his nearest Conn’s location to initiate the exchangeWe sincerely apologize for any inconvenience Mrand [redacted] experienced during this process If we may be of further assistance, [redacted] may contact us at [redacted] Kind regards, [redacted]

Mr [redacted] will receive a written response, mailed to the address we have on file within business days of the investigation being completed

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me For the record there is the one accusation that I still disagree with in Conn's response to Revdex.com is that there was "liquid damage"I've been working with computers since early 1980's (data input & technical), so I know better than to have any liquid near anything electronic, especially computers I want to thank you for your assistance in this matter Sincerely, [redacted]

Thank you for the opportunity to respond to [redacted] concerns regarding account [redacted] [redacted] stated he was given an extension on his account and the extension was not processed correctly He would like the account fixed and the credit marks removed According to our records, [redacted] signed a 36-month retail installment contract on [redacted] *** He has received a total of extensions on the account for a total of additional months All extensions offered to [redacted] were processed correctly We have attached a copy of [redacted] payment history showing the extensions for his records We obligated to report factual information to the credit bureaus; therefore, we are unable to remove credit marks [redacted] earned on the account As of [redacted] the payoff amount is $ [redacted] Please note, the payoff amount is updated daily We ask that [redacted] call for an up-to-date payoff quote on the day he plans to submit the payment We value [redacted] as a customer and appreciate him bringing his concerns to our attention Thank you, [redacted]

Revdex.com: 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 thank Conn's for their response Of the few things I have bought there, I have had good experience with this but on this one issues, it just took so long to resolve and never could seem to get a good answer or it would always be to have to wait another week for resolution Not bad but when you are getting phone calls demanding payment, kind of hard to wait.As long as it is resolved, that is all that matters though.Thank you for your attention and so glad this is resolved[redacted]

Thank you again for the opportunity to respond to ***s concerns regarding her payment.*** [redacted] faxed over her bank statement on three different occasions; however, on two of those occasions, the bank statement was not legible and could not be used to track the payment*** [redacted] has not received any negative credit marks due to the missing payment Again, we have located the payment and it will credit to the account within 5-business daysWe have pushed out the call date so *** [redacted] should not receive any additional collection calls while we are in the process of crediting her accountPlease note, it takes up to hours for the calls to stop once we push out the call date.Again, we sincerely apologize for any inconvenience *** [redacted] has experienced due to this matterThank you, [redacted]

Thank you for the opportunity to respond to Mrs [redacted] dispute Our records show on 10/04/14, Mrs [redacted] purchased a [redacted] washer and dryer with a 48-month Repair Service Agreement on both items After researching Mrs [redacted] dispute we found she contacted us on 10/09/14; stating her dryer would not turn on After further review we found there was a delay **tting the parts needed to repair Mrs [redacted] dryer Therefore, Conn’s has agreed to exchan [redacted] Mrs [redacted] dryer; we spoke with Mrs [redacted] and scheduled delivery for 1/11/ We also confirmed her Repair Service Agreement will continue on to the new dryer We sincerely apologize to Mrs [redacted] for the experience and any inconvenience that has been caused as a result of delay We have included a copy of Mrs [redacted] invoice showing the covera [redacted] on her new dryer If we may be of further assistance, Mrs [redacted] may contact our Customer Service Department at 1-877-358- Sincerely, Jana A [redacted]

Thank you for the opportunity to respond to *** [redacted] ’s complaintOur records show on [redacted] ; *** [redacted] purchased the [redacted] Putty furniture set which consist of three pieces (sofa, love seat and wedge) all with a 1-year limited manufacturer’s warranty and received a free 32” television with her purchase After further review, we found *** [redacted] ’s wedge was damaged upon delivery therefore; an exchange was approved and her new wedge was delivered on [redacted] We show *** [redacted] was offered a delivery concession of $due to the inconvenienceOur records show *** [redacted] contacted Conn’s delivery the same day stating the wedge was damagedA representative from our delivery team went to *** [redacted] ’s residence the following day ( [redacted] ) to take photos of the alleged damagesAfter reviewing the photos provided by the delivery team, *** [redacted] ’s initial claim for an exchange was denied*** [redacted] ’s complaint has been escalated to upper management for review, after further consideration Conn’s has agreed to exchange her wedge*** [redacted] may contact her nearest Conn’s location to initiate the exchange Although we are unable to honor *** [redacted] ’s request to return her furniture and receive a refund, we have submitted a request to process *** [redacted] ’s delivery charge of $as well as $to her account as originally offered If we may be of further assistance, *** [redacted] may customer service at [redacted] Kind regards, [redacted]

Thank you for the opportunity to respond to [redacted] complaint. Our records show on 3/04/15, ... [redacted] purchased a [redacted] 70” [redacted] with a (49-month Repair Service Agreement w/Accidental Damage). [redacted] 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 [redacted] TV from the local warehouse located in [redacted] **. After researching [redacted] complaint we found she contacted our service department on 4/13/15 (39-days) after picking up her television from the warehouse; stating the unit turns off and on randomly. A service call was scheduled for 4/15/15; during the inspection the technician found motherboard needed to be replaced. [redacted] contacted our service department after her service inspection was completed and voiced her dissatisfaction and requested to have her unit exchanged; [redacted] was informed under the Terms and Conditions of the RSA coverage. The technician ordered the main board and on 4/24/15 the part became available. We contacted [redacted] on 4/27/15 to schedule an appointment to install the new main board, but we were unsuccessful in our attempts. [redacted] may contact our service department at [redacted] to schedule an appointment that is convenient for her. If we may be of further assistance, [redacted] may contact our Customer Service Department at [redacted] . Kind regards, Jana A [redacted]

Revdex.com: This letter is to inform you that Conn's has carried out to my satisfaction the resolution it proposed for my complaint, filed on 12/9/2:52:PM and assigned ID [redacted] Regards, Yes the issue has been resolved to my satisfaction and I am closing this complaintThank you for your valuable assistance

Revdex.com: 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 Contact Name: [redacted] Email: [redacted] Comments: I have a closed complaint however I'm still getting calls on paying a supposedly resolved and closed account at workMy complaint number was [redacted] Regards,

Revdex.com: 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 As proof of the obvious incompetence of Conn's staff, throughout their response they addressed me as [redacted] when clearly it states [redacted] on my contract and in this complaintWhen I went to the store to process my replacement [redacted] The store manager actively avoided me and then instructed me to go home and return the following [redacted] Because "the supervisor of the exchange department had left for the day"I left and came back on [redacted] the ***, I received the same response and then the store manager walked off to sell a TV to another customer before telling me that I had to bring my lease as a proof of an address change because his "system won't allow a different address"When is the last time anyone had to bring a legal document such as a lease in order to process an exchange of a defective mattress? As I obviously could not get any assistance from anyone in the store coupled with a blatant disregard for the well being of myself or my [redacted] ***, a complete lack of empathy and lack of ownershipI had to call customer service for the 17th time in three weeksThe customer care clerk responded and called the storeHe then came back on line to say that the store manager was not cooperating and "did not want to take a loss" ( I recorded it)This is still the worst experience I have ever had on any purchaseAnd they still had the audacity to call me to make a payment on a product that I haven't been able to use for over a month Regards, [redacted]

Thank you for the opportunity to respond to [redacted] complaint Our records show on */22/14, [redacted] purchased a ** refrigerator with a 48-month Repair Service Agreement [redacted] elected to have her refrigerator delivered; we show [redacted] signed acknowledging her refrigerator was delivered on **23/in good order Our records show [redacted] contacted our service department on */03/14; stating the refrigerator was not freezing and not holding its temperature A service call was scheduled for */04/14; during the inspection the technician found the refrigerator was working up to the manufacturer specifications The technician also notated on his service report which [redacted] signed; [redacted] informed the technician she wanted the freezer to be at zero degrees at all times [redacted] was informed that the freezer will go into defrost mode every 8- hours for 20-minutes and that the refrigerator was working as designed At this time [redacted] refrigerator does not meet the qualifications for an exchange; Based on the technician’s service report [redacted] refrigerator is working properly up to the manufacturer specifications Although, we are unable to honor [redacted] request to return/exchange her refrigerator; as a gesture of goodwill Conn’s is willing to honor her request for a full refund for the warranty purchased [redacted] may visit her local Conn’s location with [redacted] used to make her purchase to have warranty refunded If we may be of further assistance, [redacted] may contact [redacted] at [redacted] [redacted]

Revdex.com: 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 I am grateful they honored the refrigerator agreement of 50% off that was written and that I am ok withThough the manager did know he was sending me a damaged one because he stated that they had none of those refrigerators and they had a damaged one and some way he found one and it was the damaged oneIt was not the delivery men that damaged it like you saidSo I have been lied too againBut thank you for honoring that partAnd I accept that part of the agreement.Now about the 65" [redacted] television; original bought this on 1/9/and the invoice was redone on 1/14/because of they messed up the orderThe sale person Caleb [redacted] was a horrible sales person, he kept disappearing on us and didn't have the answers to my questionsI was lied too about having parts for dishwasher & refrigerator and had to go back and I saw they had them instead of saying "oh I am sorry" they redid my invoice and added them onWhen I purshase these items I wanted all the large items delivered including the TV because I had nowhere to put it with out the stand that I purchasedWhen I went to the front they had my tablet, sound bar and the Television waiting for me and I said I didn't want to take the tv right now..and before I knew it they were loading it on my truck...since I was so mad at them about the service I just let it goIT WAS NOT MY CHOICE TO TAKE THE TV! I felt I was forced to take it and not it makes me think that they knew something was wrong with the tvI also would of purchsed the extented warranty if I was offered to meI was not offered this serviceNow Conn's customer service was trying to sale me an extented warranty to cover the TVAnd I stated it would not cover it because it is a pre-existing conditionI did not damage this tv..it worked for almost weeks and then lines showed upI beleive this was cracked during the making of this tv because it was so small I couldn't even see itIf it worked at factory then they would of just boxed up and sent it on its way to consumersThe [redacted] repair man when I asked him if he thought it could of been done there while being made he said yes it looks and seems like it could of been and he thought [redacted] would cover this..he was just as surprised as I was that they did not unless I have an extended warrantySo he stated that the place I purchased it from should exchange for usAnd at my surprise I have been calling and leaving messages have records of dates and times with no return calls or messagesAnd once they called me at 6am and no message left!! I just want my TV repaired or exchangedI did nothing to this tv it was like this when I purchased it, I truly beleive in good customer service that Conn's as a new company here in [redacted] would take care of me and I am still fighting to get this resolveI am not going away if I have to post to social media, TV stations and what ever I need to do I willMy last step is taking Conn's to court over something so simple that could be fixedI am paying $for something that does not work and it is a faulty screenI did not do this, I would be willing to take a lie detector test over this I just do not feel this is good business practice to treat your buyers this wayI am not a bad person just want something I purchased to work and I feel it shouldn't be so hard and such a headache that clearly it was damaged alreadyPlease help me make this rightSomeone at Conn's has to be able to help me with this Regards, [redacted]

Thank you for the opportunity to respond to MrsS [redacted] additional comments Our records show Mrs [redacted] contacted us again on 6/05/regarding her sofa, nightstand, and dresser We show Mrs [redacted] is scheduled for service on 6/27/15; once we receive the serviceman service report we will be able to determine what further action is needed If we may be of further assistance, Mrs [redacted] may contact our Customer Service Department at 1-877-358- Kind regards, Kathryn J***

[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.] Revdex.com: 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 Read More Customer Complaints: > >> $(function () { $('.complaint-block a[data-toggle=collapse]').click(function () { $(this).text($(this).text() == $(this).attr('data-close-text') ? $(this).attr('data-open-text') : $(this).attr('data-close-text')); }); $('.complaint-block .collapse').collapse({ toggle: }); $.each($('.complaint-block a[data-toggle=collapse]'), function (index, value) { $(value).text($(value).attr('data-close-text')); }) });