Conn's Home Plus

Thank you for the opportunity to respond to [redacted] complaint Our records show on 6/28/14, [redacted] purchased a [redacted] furniture set which consisted of four pieces (chair, loveseat, sofa, and ottoman) with a 48-month Furnituregard Plan on all four pieces and a [redacted] sideboard with a 48-month Furnituregard Plan [redacted] signed invoice indicates at the time of purchase she acknowledged she was provided a copy of the Furnituregard Plan brochure and that she understood the coverage associated with the product(s); [redacted] also signed acknowledging she received a copy of the Return and Exchange Policy which stated: Furniture can be Exchanged Only within 14-days for furniture of equal or greater value with the required $ exchange fee After researching [redacted] complaint we found she contacted our service department on 3/14/regarding her [redacted] (sofa and loveseat); stating the sofa cushions were sinking in and the loveseat arm seam was opening and the cushions were sinking in Our records indicate we attempted to contact [redacted] on multiple occasions by the number that is associated with her purchase and the alternate number she provided when creating the service call dated from (3/18/15, 3/21/15, 3/23/15, and3/25/15) to schedule service; but we were unsuccessful in those attempts, therefore [redacted] service order was cancelled on 3/31/due to no response Although, we are unable to honor [redacted] request to return or exchange her sofa and loveseat; we will be more than happy to service her sofa and loveseat [redacted] will need to provide a contact number to schedule a service appointment or 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, [redacted] 5/1/

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 Dear Ms [redacted] , Lets address your first commit, when you receive your furniture you are looking for rips, stains or areas that didn't get sewn.Now lets address my complaint which was the softening of the love seat cushionsThe repair man used binding on the springs which were brand new and cracked the frame he did not address the problemMr [redacted] the regional service manager for the repair company you have contracted US QUALITY FURITURE REPAIR [redacted] out of [redacted] **said that the repairman should not have used binding in a new spring love seat all that did was weaken the springs that were new and was not a problemThe repairman never addressed the problem softening of the love seat cushionWhat he did do was damage a brand new love seat and according to [redacted] this should never had been doneI wish you would do the honorable thing and take back the love seat that is now damaged and let me pick another piece of furniture from your store [Provide details of why you are not satisfied with this resolution.] Regards, [redacted]

Thank you again for the opportunity to address Mrs [redacted] 's concerns regarding her accountWe have provided the information requested to prove her insurance was refunded to her account Mrs [redacted] has also stated concerns about a table that was in the add, but not in stock Mrs [redacted] chose another table to purchase and signed the retail installment contract for the table she purchased Thank you, Cheryle S [redacted]

Thank you for the opportunity to respond to [redacted] complaintOur records show on 1/01/15, [redacted] purchased a [redacted] dishwasher with a 36-month Repair Service Agreement Plan [redacted] dishwasher was delivered and installed by Conn’s delivery team on 1/02/ After further review and research regarding [redacted] complaint we found she contacted our Service Department on 4/23/stating the dishwasher was leaving her dishes dirty and was not dryingA service appointment was scheduled on 5/1/15; during inspection the technician was unable to find a mechanical failure with the dishwasher and reported the unit was up to manufacturer’s specificationWe researched the model number associated with [redacted] dishwasher and found based on the manufacture; the dishwasher does have the capability to dry dishes as mentioned by the sales representativeAs listed on the manufacturer’s website, [redacted] dishwashers are energy efficient units which do not have a conventional drying heater However; the dishwasher uses condensation dry technology that uses ambient heat inside of the washer from the hot water, along with air flow, to dry dishesAccording to the owner’s manual some reasons the dishwasher might not dry dishes may result from not using a rinse aid or the temperature of the water is too low [redacted] may visit the manufacturer’s website at [redacted] or the owner’s manual she received at the time of purchase for troubleshooting step to help ensure proper drying performance We have no records showing [redacted] contacted us regarding any issues she was experiencing with her dishwasher prior to receiving her complaintAs of 2/2/15, [redacted] has exceeded the 30-day time frame to return or exchange her dishwasherAt this time we are unable to honor [redacted] request; based on the technician’s report the dishwasher is working to manufacturer’s specification If we may be of further assistance, [redacted] may contact Customer Service at [redacted] Kind regards, [redacted]

Thank you for the opportunity to respond to Mrs***’ complaint Our records show on Roman","serif 5/05/Mrs [redacted] purchased a Sealy (Tropic Waters) plush queen mattress with a 48-month Furnituregard Plan Mrs [redacted] elected to have her mattress delivered; we show Mrs***’ delivery ticket and delivery receipt were signed acknowledging Mrs***’ mattress was delivered and received on 5/06/in good order The signature on Mrs***’ delivery ticket and delivery receipt acknowledges that Mrs***’ mattress was thoroughly inspected for an exchange or price concession would not be authorize after the delivery After researching Mrs***’ complaint we found she contacted us on 5/07/15; stating she was not satisfied with the mattress and requested to have the unit exchanged Mrs [redacted] was reminded of Conn’s Return and Exchange Policy which states: No Return or Exchanges on Furniture, mattresses, décor & accessories unless inspected by a Conn’s Service Technician and found to have a manufacturer’s defect Mrs [redacted] signed her invoice and contract confirming/acknowledging the Sealy (Tropic Waters) mattress is the mattress that she selected and purchased Therefore, we are unable to honor Mrs ***’ request to return/exchange her mattress If we may be of further assistance, Mrs [redacted] may contact our Customer Service Department at 1-877-358- Kind regards, [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 The resolution is not completely satisfactory I did mention in several of the phone calls to the service department that water damage was occurring to my floor It was also brought to the attention of the technicians at my house If the technicians were interviewed, I am sure that they would remember seeing the damage that I pointed out to them I did take pictures of the water on the floor to show the technicians where the water was appearing in front of the unit The damage was mentioned but no reply was made I still have a damaged floor that was caused by the technicians not fixing the problem We are also out $to have another repair service technician come take a look at the refrigerator That technician informed me that a tap was placed on our refrigerator to adjust the freon by a Conn's technicians The unit is a sealed unit and should not have a tap Since the tap was installed, no one else will work on the unit because of the liability due to the tap I do not believe that the repairs have not been handled properly from the first call to report the problem.I do appreciate Conn's willingness to send out a technician and reimburse for part of our food losses; however it should have been done without other parties being involved I am very displeased with the way we have been treated and serviced during this ordeal

Thank you for the opportunity to respond to Mrs***'s complaint Our records show on 4/23/15, Mrs [redacted] purchased a Frigidaire gas range and a Frigidaire OTR microwave with a 1-year manufacturer warranty on both units Mrs***’s signed invoice indicates at the time of purchase she acknowledged she was provided a copy of Conn’s Return and Exchange Policy which states: A consumer has 30-days from the date of purchase to return or exchange (electronics or appliances) with a required 15% restocking fee Mrs [redacted] elected to pick up her range from the El Paso, TX location store #and elected to pick up her OTR microwave from the local El Paso, TX warehouse location #124; we show Mrs***’s pick up was complete on 4/28/ After researching Mrs***’s complaint we found Mrs [redacted] went into her local Conn’s regarding the property insurance that was purchased Mrs [redacted] was advised she would need to provide a copy of the declaration page of her home owners or renters insurance to have Conn’s Property Insurance cancelled from her contract/account Our records show Mrs***’s information was received and the Conn’s Property Insurance was cancelled and a credit of $was applied to her account on 5/14/ Conn’s has agreed to honor Mrs***’s request and return the rangeMrs [redacted] has been in contact with the store manager regarding the approval Kind regards, [redacted]

Thank you again for the opportunity to respond to [redacted] concerns regarding her accounts According to our records and recorded calls, [redacted] agreed to have us process payment extensions on her account to help bring her account current on July 16, The payment in the amount of $was scheduled to process on July 29, so we could process the extensions That payment was declined by [redacted] financial institution; therefore, the extensions could not be processed and the account was backdated We provided all the information regarding the account in our previous response As of January 5, the payoff amount is $ This includes a past due amount of $ Please note, the payoff amount updates daily If [redacted] would like to pay the account in full, we ask that she calls the day she plans to submit the payment for an up-to-date payoff quoteThank you,Cheryle S [redacted]

[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 I would also like to say that the company should still review the information that is being printed on letters mailed out to consumersThe information on the letters can be misleading

Thank you for the opportunity to respond to Mrs [redacted] complaint Our records show on 7/26/14, Mr [redacted] purchased a Samsung washer and dryer both with a 1-year limited manufacturer’s warranty We received Mrs***-***’s complaint and found she placed one service call with Conn’s on 10/10/14, stating the dryer is not heatingA service appointment was scheduled for 10/25/14; however Mr [redacted] informed the technician that another company was scheduled to complete repairs therefore the service order was cancelledWe have no indications of any issues Mrs***- [redacted] is experiencing with her washer At this time Mrs***-***’s washer and dryer does not meet the qualification for an exchangeMrand Mrs [redacted] have been made aware that a Conn’s technician would need to come out and assess the dryer to determine if the unit can be repaired or if an exchange is necessary under the Terms and Condition of the manufacturer’s warrantyMrs***- [redacted] may contact Conn’s service department at [redacted] to schedule an appointment to have a technical assess her dryer If we may be of further assistance, Mrs***- [redacted] may contact Customer Service at [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 Thanks very much for your help with this compliant I am satisfied with the business offer I am in the process of trying to find out my payoff amount.I really appreciate your assistance This scythe first time I have used your business and is glad you work for as customers Thanks, [redacted]

Thank you for the opportunity to respond to Mrs [redacted] complaintOur records show on 10/04/14, Mrs [redacted] purchased the Franklin Trent lift recliner with a 48-month FurnitureGard Plan and delivery totaling $ We received Mrs [redacted] ’ complaint and found the Franklin Trent lift recliner she purchased was priced and retails for $We contacted Conn’s located in Jackson, MS where Mrs [redacted] made her purchased and confirmed with the store manager that the recliner Mrs [redacted] is requesting to price match is a different model recliner than what she purchasedMrs [redacted] was educated at the time of purchase that we could not price match a different model and if she would like to select another model, she would be responsible for any difference in priceMrs [redacted] was provided a copy of her retail contract as well as a copy of her invoice which provides the model number and price of the recliner she purchased At this time we are unable to honor Mrs [redacted] ’ request; no further credit is due at this time If we may be of further assistance, Mrs [redacted] contact us at [redacted] Kind regards, [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 OkI'll take the 10% off since it's all that has been offered, but I am still wanting to return the productI have contacted y'all in regards to the return several weeks ago and was told I would receive a call back within 24hrs to be given an exact timeThis was a couple weeks agoI have yet to receive a call backSomeone needs to come pick up the fridge, we have purchased another one already from a great company with great customer service skills! Too bad we couldn't keep doing businessI really wanted to exchange and give business to conns, for the sake of the nice employees at the store, but unfortunately customer service isn't all that great, it's like pulling teeth just to get what was their fault taken care of

Thank you for the opportunity to respond to [redacted] complaintOur records show on 3/28/15, [redacted] purchased a [redacted] washer and dryer as well as the [redacted] *** [redacted] dinning set which consist of five pieces (table and four chairs) all with a 1-year limited manufacturer’s warranty [redacted] delivery was scheduled on 3/30/15; [redacted] signed his delivery ticket acknowledging all products were received in good order except for the stack kit which was not compatible with the washer and dryer he purchasedThe correct stack kit was delivered on 4/3/and Conn’s delivery team was able to successfully connected the washer and dryer We reviewed [redacted] complaint and found he did contact our Customer Service Department the same day of delivery (3/30/15) regarding the incorrect stack kit that was received however; there was no mentioned of any issue [redacted] was experiencing with his dining tableWe contacted the store manager located in [redacted] , [redacted] and were advised that [redacted] did inform him of an issue he was experiencing with his table when he returned to the store to re-sign his contractThe store manager submitted [redacted] information for review for a possible exchange however; the exchange request was denied due to the issue was not reported within the 24-hour time frame and would require a serviceman to inspect the unit for defectsWe were also informed that [redacted] contacted the store location 2-week after delivery requesting to return all products and was advised that he could return the washer and dryer within 30-day with the required 15% restocking fee however; Conn’s has a No Return/Exchange policy on all furniture Although we are unable to honor [redacted] request to return all merchandise without the required 15% restocking fee; Conn’s is willing to extend the option to return/exchange his washer and dryer for an additional 14-days from the date of this response (4/15/15); No Return/Exchange on furnitureIf [redacted] is need of service he may contact our service department at [redacted] to schedule an appointment to have a serviceman assess his tableOur records show as of 4/14/15, [redacted] account has been credited the delivery fee of $139.99; no additional credit is owed at this time If we may be of further assistance, [redacted] may contact Customer Service at [redacted] Kind regards, [redacted]

Thank you for the opportunity to respond to Ms [redacted] concerns regarding a Conn’s account According to our records, Ms [redacted] is not a signer on the account she is inquiring about Conn’s has many data and privacy measures in place when credit accounts are established We take the privacy and protection of our customers’ information very seriously; therefore, we are unable to discuss the account with anyone except the account holderThank you, [redacted]

Thank you again for the opportunity to respond to [redacted] 's concerns regarding the interest recalculations on her account We have attached a copy of [redacted] 's payment history for her records On [redacted] received an invoice credit in the amount of $This amount included the $plus $for finance charges and taxes On [redacted] ***, [redacted] received an invoice credit for $ This amount included the $for the returned product and $for taxes and finance charges On [redacted] received an insurance credit in the amount of $ This credit included the $and $for finance charges [redacted] received an additional invoice credit for the pro-rated retail service agreement in the amount of $on [redacted] *** The interest recalculation was processed on [redacted] and [redacted] received an interest recalculation credit of $ Once the interest recalculation was completed, [redacted] had overpaid the account by $ A refund check was mailed to [redacted] in the amount of $Thank you, [redacted]

Thank you for the opportunity to respond to Mr [redacted] ’s concerns regarding his accounts Mr [redacted] stated he was given the option to combine his accounts According to our records, Mr [redacted] accepted the offer to combine his two accounts on November 14, We sent him a new contract to sign on November 21, We received the contract back from Mr [redacted] on November 29, The contract was then reviewed and sent to contract processing on December 3, Please note, it can take up to days for the process to be completed Both Mr [redacted] ’s accounts are current and the next due date is January 20, Mr [redacted] will be given a new due date once the contract processing is complete We also do not do additional credit checks when combining accounts There were no additional credit inquiries on Mr [redacted] ’s credit bureaus, nor has he received any credit marks due to the combining of the two accounts We value Mr [redacted] as a customer and appreciate him bringing this matter to our attentionThank you,Cheryle S [redacted]

Thank you for the opportunity to respond to [redacted] concerns regarding account # [redacted] [redacted] stated she was not aware the account was past due because she had not received any calls or mail regarding the account She also stated she mailed in money orders to pay on the account; however, these payments have not been credited to the account According to our records, [redacted] signed a [redacted] retail installment contract on February 14, The first payment was due on the account on March 14, A welcome letter was mailed to the verified address on file on March 5, Another letter was mailed to [redacted] on March 15, reminding them if the payment was not made timely, they would lose their no-interest financing promotion We began call attempts on March 17, Another letter was mailed to the verified address on March 18, Call attempts continued each day until May 20, when we were able to speak with [redacted] *** He stated on the recorded call that he had a late check and would go into the store to make the payment on May 23, That promise to pay was broken and the payment was not made Call attempts resumed on May 24, Another letter was mailed to the verified address on June 11, regarding the past due balance on the account Call attempts continued until June 12, 2014, when [redacted] called our collection department Per the recorded call [redacted] was informed that the account was past due for $ [redacted] paid the $and there was no mention of payments made by money order that she had not received credit for During the call on June 12, 2014, [redacted] *** stated she should have two accounts, a dryer and a refrigerator [redacted] called back in on June 26, to find out why the refrigerator was not listed on her account Due to an error on our part, the account that had the refrigerator on it was canceled; therefore, [redacted] has a refrigerator, which she is not making payments on Collection efforts resumed on July 16, and we were able to reach [redacted] on July 23, and he stated he would go in the store that Friday July 29, to make a payment [redacted] did not make the payment on July 29, as promised and collection efforts resumed on July 30, An additional letter was mailed to the verified address on file on August 27, Another letter was mailed on September 14, and again on October 9, as collection efforts continued A legal demand letter was mailed to the verified address on file on November 14, Then an email was sent to [redacted] on December 10, as collection efforts continuedIn addition two emails were sent to the verified email address on file on December 29, and again on January 5, [redacted] called in on January 30, to find out the balance on the account [redacted] stated that a dozen payments have been made on the account at this time [redacted] stated she watched her husband make a dozen payments on the account [redacted] asked to speak with a manager during this recorded call [redacted] stated that she would find her receipts The manager attempted to let her know that we could credit the account if she could locate the receipts [redacted] disconnected the call before the manager could communicate that to herOn January 31, 2015, we mailed [redacted] and [redacted] a copy of their payment history to the verified address on fileAdditional emails were sent on February 1, and another legal demand letter was mailed on February 3, According to the recorded calls on February 9, 2015, [redacted] *** stated she received a delinquent letter in the mail and she would like to speak with someone about the account [redacted] then stated she personally sent in $payments for or months and her husband sent in or payments of $each [redacted] then stated she knew she was behind but was not sure how much The agent asked if she could send in bank statements to prove the payments were made [redacted] stated she would look for the bank statementsWe attempted to call [redacted] again on February 10, and on February 11, 2015; however, [redacted] stated she is not paying on the account and disconnected the calls When we spoke with [redacted] on February 12, 2015, she stated she made several payments by money order and she does not have the receipts [redacted] also stated she called each time she made the payment to make sure it posted to the account; however, all of our calls are logged and recorded and we do not have verification of those calls Collection efforts have continued to attempt to collect the past due balance of $ We have attached a copy of [redacted] ***’s payment history for his records If **and [redacted] still believe their balance is incorrect, they will need to fax in proof of the payments they are stating they have made on the account We value *** and [redacted] as customers and appreciate them bringing their concerns to our attention Thank you, [redacted]

Thank you for the opportunity to respond to [redacted] complaint We appreciate [redacted] for bringing his concerns to our attention [redacted] has been contacted and his issue has been resolved [redacted] is scheduled to receive his new [redacted] furniture set on Saturday (9/26/15) Again, we sincerely apologize for any inconvenience [redacted] experienced during this process If we may be of further assistance, [redacted] may contact our Customer Service Department at 1-877-358- Kind regards, Jana A [redacted] Customer Relations Conn’s Inc 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')); }) });

Thank you for the opportunity to respond to [redacted] ***’s concerns regarding account # [redacted] [redacted] stated she purchased a computer and a bed; however, the bed was not in stock She signed a replacement contract removing the bed and she kept the computer According to our records, [redacted] signed a 24-month replacement contract on July 25, That contract stated the first payment was due on September 4, [redacted] began receiving collection calls when her payment became past due [redacted] made a down payment of $for the total amount of the contract including the bed When the replacement contract was implemented, the $transferred to the new contract The payoff balance on the account as of September 30, is $ This includes a past due payment of $ If [redacted] would like to pay the account balance in full, we ask that she call the day she plans to submit the payment for an up-to-date payoff quote We value [redacted] as a customer and appreciate her bringing this matter to our attention