Conn's Home Plus

Thank you for the opportunity to respond to Mrs***’s additional comments. Our records indicate a Service Claim Representative attempted to contact Mrs*** on 2/25/16, but were unsuccessful in their attempt. After further review we found due to a part delay a exchange was approved to replace her armless power recliner and although the serviceman did not find any defects or concerns with Mrs***’s chaise; as a goodwill gesture Conn’s agreed to exchange her chaise as well. Mrs*** has been issued a in store credit up to the original amount she paid which was for $to reselect two new furniture pieces; $for her armless power recliner and $for her chaise. Mrs*** may visit her nearest Conn’s location to reselect and schedule delivery. If we may be of further assistance, Mrs*** may contact Customer Service Department at 1-877-358-1252. Kind regards, Jana ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint
Please forward my mailing and contact information:*** *** *** *** ** ***
Regards,

Thank you again for the opportunity to respond to Mrs***'s concerns regarding her account. She stated she has been locked out of her online banking and cannot reset it.Mrs*** will have to call our customer service department at 877-358-and one of our agents will assist her in unlocking her online banking. Thank you, Cheryle S***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards,
The repair company had attempted to repair the items and they are the responsible party for the tears and ripsI have made many complaints and the company does nothing about the damage their technicians cause other than mark it as customer damageAlso, I specifically requested the extra warranty due to having kids and they had told me we had accident protection which covered rips tears, fires, etc but as soon as we tried to make any claim they said we did not get the accident protection plan The sales person that sold us the item showed us the accident protection plan when we purchased the item and we did sign for itAt this point I am not paying any more bill until these items are repaired to useable quality

Thank you for the opportunity to respond to *** ***’s
complaint. Our records show on
","serif">***, *** ***
purchased a *** high efficiency washer and dryer with a 24-month Repair
Service Agreement on both items which expired on ***. We show *** *** purchase an additional 36-month
coverage which expires ***.
After researching *** ***’s complaint we found he contacted
our service department on four separate occasions regarding his washer dated
from (***, ***, ***, and ***); stating the unit
was making a loud noise. *** ***’s last completed service call was
on ***; during the inspection the technician found
the unit was working up to the manufacturer specifications. The
technician reported the noise *** *** was experiencing is when the
washer is going from low to high during the spin cycle
At this time *** ***’s washer does not meet the
qualifications for an exchange, therefore we are unable to honor his request
to return/exchange his washer.
If we may be of further assistance, *** *** may contact
Customer Service Department at ***
Kind regards,
Sincerely,
*** ***

Again, we will be happy to investigate further once *** provides the documentation he says he hasThank you,*** ***

Thank you for the
opportunity to respond to Mrs*** complaint. Our records show on
","serif">9/07/14, Mrs***
purchased a Frigidaire dishwasher with a 36-month Repair Service
Agreement. Mrs*** signed invoice indicates at the time of purchase
she acknowledged she was provided a copy of the Repair Service Agreement and
understood the coverage associated with the product. Mrs*** elected
to have her dishwasher delivered; we show Mrs*** delivery was completed
on9/08/
We
received Mrs*** complaint and found she contacted our service department
on three separate occasions dated from10/30/14through11/18/14; stating the motor
of the dishwasher was running but was not working. After reviewing Mrs
*** service history we found there was a delay obtaining the part needed to
complete the repair, therefore Mrs*** service needs were escalated to
upper management and an exchange request was submitted. On12/22/14, Mrs***’s
exchange was approved; she was issued a credit up to the original amount paid
which was $629.97, because the original model was no longer available. On1/16/15, we attempted to
contact Mrs*** regarding her exchange approval, but we were unsuccessful in
our attempt. Mrs*** may visit her nearest Conn’s location to initiate
her exchange and schedule delivery. We sincerely apologize to Mrs***
for the experience and any inconvenience that has been caused.
If
we may be of further assistance, Mrs*** may contact our Customer Service
Department at1-877-358-
Kind
regards,
Jana
***

Thank you
for the opportunity to respond to Mrs*** complaintOur records show on
6/11/14, Mrs*** purchased a Hewlett Packard Beat Studio bundle with a
1-year limited manufacturer’s warranty and elected to pick up the unit from
Conn’s located in Houston, TX
We
received Mrs
*** complaint and found she contacted service on 6/16/14;
stating she was unable to insert the charger into the tablet’s portThe tablet
was sent to service for repairs; upon inspection the technician found the
charger port had physical damage which is not covered by the manufacturer’s
warrantyAlthough we were unable to determine when or how the damages occurred
on the tablet, Conn’s agreed to exchange Mrs*** tabletOn 7/18/14,
Mrs*** re-selected another Hewlett Packard Beats Studio bundle; no
additional coverage was purchased
On
9/12/14, Mrs*** contacted the service department stating the replacement
tablet will not turn on or chargeWe received Mrs*** tablet into
service on 9/17/14, the technician was able to charge the tablet however; the
unit would not turn on therefore the tablet was shipped to the manufacturer for
further repair needsOur records show the manufacture agreed to exchange the
tablet due to the unit could not be repaired and a new tablet was shipped back
to Conn’s on 9/23/We contacted Conn’s in Houston, TX located on *** * ** *** and confirmed Mrs*** tablet has available for pickup since
9/24/On 10/10/14, we attempted to contact Mrs*** regarding her tablet
however, we were unsuccessful in our attempt; Mrs*** may pick up her
tablet at her earliest convenience.
At this
time we are unable to honor Mrs*** request to refund the payments she
has made to her accountMrs*** payments are due on the 11th
of each month; any payments received beyond days may be subject to negative
marks reflecting on her credit
If
we may be of further assistance, Mrs*** may contact us at ***
Kind
regards,
*** ***

Thank you for the opportunity to respond to Mr***’s complaint
We received Mr*** complaint and found he went into Conn’s located in *** ** after receiving a promotional offer for 15% off any single item $
and upAfter further review and research, we show Mr
***’s account was approved
and setup on a Conn’s special 12-month cash option offerAs listed on the
promotional offer Mr*** received; Discount offer may not be combined with
other promotional or clearance offers
At this time we are unable to honor Mr***’s request to
receive 15% off the sofa; Mr*** is only able to utilize one promotional
offer for his purchase
If we may be of further assistance, Mr*** may contact us directly
at ###-###-####
*** ***

Thank you for the opportunity to respond to ***’s
complaint. Our records show on ***, *** purchased
a
*** *** notebook with a limited 1-year manufacturer warranty.
*** elected to pick up his notebook from our *** *** ** location, and
signed acknowledging his notebook was received in good order
After researching ***’s complaint we found he contacted his
local Conn’s location the next day; stating the notebook was not powering
on. Due to a 24-hour failure ***’s notebook was approved for an
exchange. *** exchanged his notebook with the same model.
However, *** later contacted his local Conn’s; stating the notebook
keyboard was malfunctioning. Based on the problem description we
suggested for *** to bring his notebook in for service. ***
refused to have a service technician assess the unit; due to ***
refusing to have his notebook assessed we offered *** the option to
return or exchange his notebook with a 15% restocking fee. As of 10/24/14, *** returned his notebook with a 15% restocking of
$150.00.
At this time we are unable to honor ***’s request to refund
his restocking fee; the notebook was set to service upon the return and there
was no problem found
If we may be of further assistance, *** may contact
Customer Service Department at 1-877-358-
Kind regards,
*** ***

Thank you for the opportunity to
respond to *** *** complaint regarding a purchase made under the name
*** ***. Our records show
on 11/28/14,
*** *** purchased a ** *** *** with (24-month Repair Service Agreement)
and installation and a ** *** microwave with (24-month Repair Service
Agreement) and installation. *** *** elected to have her items
delivered; during *** ***’s pre-call she requested for an early delivery
time and informed the warehouse she wanted her *** microwave installed before
the range was put in place. *** *** was scheduled for delivery and
received her range on 12/02/14 in
good order; however during delivery *** *** found the *** microwave was
damaged, therefore she refused the *** microwave and delivery needed to be
rescheduled. After researching *** *** complaint we found the microwave on the invoice was completed in
error; and the range was scheduled to be redelivered the next following day
oppose to the microwave that had been found damagedWe attempted to deliver
another range; on 12/3/and *** *** reminded us that the *** microwave
needed to be delivered and installed. A delivery appointment was scheduled
for 12/7/to deliver the *** microwave and install both microwave and
range. *** ***’s signed delivery
ticket shows everything was received in good order and installed
Although, installation fees are
non-refundable after services have been rendered due to the lack of
communication and delivery errors, Conn’s has agreed to honor her request and
credit both installation charges: ($69.99) for the gas range and ($119.99) for
the *** microwave as a result of the errors. Conn’s also agreed to credit
*** ***’s delivery charge of ($79.99); *** *** will receive a total
credit of $with tax included to her Conn’s account. We ask that
*** *** allow 7-business days for the credit to post to her
account. We sincerely apologize to *** *** for the experience and any
inconvenience that has been caused.
If we may be of further assistance,
*** *** may contact our Customer Service Department at***
Kind regards,
Jana
A***

Thank you
for the opportunity to respond to Mrs***’s addtionial comments. As previously
stated Conn's mailed Mrs*** a Conn's gift card on 8/27/via USPS
Tracking number ***.
The post office attempted to deliver the envelope on 8/31/and a notice to
pick up After the envelope was unclaimed it was returned to sender on
9/25/ Any Visa gift card promotion Mrs***may have seenwould have been offer through the
manufacturer and not Conn's since we do not offer Visa gift cards We
attempted to contact Mrs*** to discuss her concerns however we were unable
to reach her at the time In efforts to resolve Mrs***'s complaint
Conn's is willing to send Mrs*** a $check oppose to a Conn's gift
card We ask that Mrs*** please allow 5-business days to receive
the check.
If we may be of further assistance, Mrs*** may contact
us directly at1-866-765-
Kind
regards,
Kathryn
James
4/9/
Complaint
I'm currently months pregnant in a high risk pregnancyI went in to the store on February 23, I was in search of purchasing a new refrigerator and a deep freezerI need better appliances and a deep freezer to store my precious breast milk for my childI never imagined financing the costs
for such equipmentHowever, I didI received my delivery on February 24,around 6pmMy refrigerator was damaged and I was promised a $concession for that damageI have been waiting to receive that concession and can't seem to get anybody to assist meThis is ridiculousI was also called the next day from customer service and received a verbal itemization of my purchase and realized I was charged a delivery fee of $My sales associate and paperwork states otherwiseI am being ripped off and pushed to the side as I have already been ripped off and signed a contract with this companyIts almost going on days and I still have not received a concession or been able to speak with someone that can help meThis product is overpriced and their customer service is HORRIBLEI'm so stressed by this whole event I'm unsure of what to do as I have never been in this situation before
Desired Resolution
I would like a NICE ADJUSTMENT ON THIS ACCOUNT AS I HAVE BEEN DEALING WITH REPRESENTATIVES FOR THIS COMPANY WHO DON'T CARE ABOUT THE CUSTOMER THEMSELVESI HAVE BEEN PUSHED TO THE SIDE AS I AM NO LONGER CONSIDERED NEW BUSINESS!! WHAT CAN WE DO ON MY ACCOUNT BECAUSE I AM ABOUT READY TO PAY SOMEONE TO
DELIVER THIS MERCHANDISE BACK TO THE STORE I PURCHASED FROM??!!
Consumer Business Dialog

Thank
you for the opportunity to respond to Mr*** complaintOur records show
on 12/26/14, Mr*** purchased a *** *** *** *** ***
***
with a 25-month Repair Service Agreement/Accidental PlanMr***
elected to pickup his *** from our Conn’s located in Houston, TX and
signed his invoice acknowledging he received a copy of the RSA/Accidental
contract and understood the coverage associated with the product
We
show on 5/11/15; Mr*** contacted our Customer Service Department stating
at the time of purchase the sales representative informed him if he had an
issue with his ***, Conn’s would provide a loaner until there was a
resolution with the defective merchandiseMr*** was reminded of the Terms
and Conditions of the RSA/ Accidental Plan which does not offer loaner on any
product(s) while items are being serviced
As
of 5/18/15, Mr*** has not brought his *** in for service to assess
the repair needsAlthough we are unable to honor Mr*** request for an
exchange; he may bring his *** to the nearest Conn’s location to send to
our service center and determine any necessary repairs.
We
have included a copy of Mr*** signed invoice with our response
If
we may be of further assistance, Mr*** may contact Customer Service at
***
Kind
regards,
Dyeisha
W***

Thank you for the
opportunity to respond to MrP*** complaintOur records show on 4/23/15 MrP***
purchases a ** 55” 3D Smart TV and a
*** *** sound bar both with a 1-year limited manufacturer’s warrantyMrP***
elected to take his products from Conn’s located in Lubbock, TX the same day
MrP*** signed his invoice acknowledging he received his products in good
order and that he received a copy of Conn’s Return/Exchange Policy. A copy of this policy is displayed in the
store, handed to each customer at the time of purchase, available upon request
and can also be found on our website
We reviewed MrP***
complaint and found he contacted our service department on 4/27/15 stating his television makes a popping sound and
shuts offMrP*** service appointment was scheduled through the
manufacturer for 5/4/15 however; the technician
reported MrP*** refused service stating he would return the television to the
store for a refundOur records show on 5/22/15, MrP*** returned his television to the store and paid the
required 15% restocking fee of $as listed on Conn’s Return and Exchange
PolicyMrP*** was issued a refund of $to his ***
After receiving MrP***
complaint we confirmed there was no problem found with the television that was
returned therefore we are unable to honor MrP*** request to refund the 15%
restocking fee
We have included a copy
of MrP*** signed invoice with our response
If we may be of further
assistance, MrP*** may contact Customer Service at 1-877-358-
Kind regards,
Dyeisha W***

[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 ***, and find that this resolution would be satisfactory to me. I would like to request that my complaint remain open until the exchange has taken place and that the matter at hand is complete to the satisfaction of both parties. I would like to be able to make the Revdex.com aware of any issues that arise during this process or that it was resolvedThank you, Onofrio D***, Jr

Thank you for the
opportunity to respond to *** *** complaintOur records show on 6/21/14, *** *** purchased a
*** encourage queen mattress which came with a
year limited manufactures
warranty
We show *** *** contacted us on 1/5/15, stating the foam appears
to be sticking out on one side. We
reviewed *** *** complaint as well as the technicians report and it shows
the side border wire is bulging. This
type of issue is typically caused by sitting on the bed. This type of direct pressure caused by
sitting on the edge of the bed. The
picture and technician report indicates damage that is typically caused by
sitting on the side of the bed. Using
the side of the bed as a seat will cause the side to quickly wear down
Mattresses are made to support weight but only when it is evenly distributed
while lying in the bedAs outline in ***’s warranty card, abuse is
not covered by the warranty. I have included
a copy of the ***’s warranty information, inspection sheet, and pictures to
support our findings
Kind regards,
Kathryn J***

Thank you for the
opportunity to respond to Mrs***’ complaintOur records show on 10/08/14,
Mrs*** purchased the *** Metro Chocolate living room set which consist
of two pieces (sofa and loveseat) both with a 1-year limited manufacturer’s
warrantyMrs***’ delivery was
scheduled on 10/11/14; upon delivery the
sofa and loveseat was damaged by Conn’s delivery teamMrs*** was offered
and accepted a 20% concession on both the sofa and loveseat due to damages during
deliveryOn 11/06/14; Mrs*** received a credit to her account in the
amount of $as agreed for delivery damages ($concession for sofa
and $concession for loveseat)
We received Mrs
***’ complaint and found she contacted our service department on 10/29/
stating the frame was broken, staples were sticking out and material was torn from
the bottom of her sofaA service appointment was scheduled for 11/13/14; upon
inspection the serviceman found the right armrest with scrape a mark on the
back and the right seat casing with a small holeThe serviceman also found the
left side of the sofa only had staples across a 20” space and a tear on the
bottom corner; the serviceman was able to re-staple and re-stretch side covers
on the left side to complete repairsAfter further review of the serviceman
findings and photos provided, Conn’s furniture specialist determined the scuff
marks and tears reported on the sofa was not covered under the Terms and
Condition of the manufacturer’s warranty
In regards to Mrs
***’ complaint regarding her contract, our records show on 12/09/a new
contract was created with the effective date of 11/05/and her original
contract was voided; no negative activities has been reported to Mrs***
credit report
After further review
and research of Mrs*** complaint, Conn’s has agreed to exchange both the
sofa and loveseat as gesture of goodwillMrs*** may visit her nearest
Conn’s location to initiate the exchangeWe sincerely apologize for any
inconvenience Mrs*** experienced during this process
If we may be of
further assistance, Mrs*** may contact us at 1-877-358-
Sincerely,
Dyeisha ***

Since our last response Mrs*** sofa and loveseat has been
inspected. The serviceman determined
parts were needed which were ordered and shipped directly to Mrs*** residence
Once we received confirmation that the parts were left at the home we attempted
to contact Mrs*** on 4/29/and 5/6/but we were unable to reach her
therefore the service orders were cancelled.
We show Mrs*** contacted us on 5/17/and a service call has been
sfor 6/18/15. We contact Mrs
Steele on 6/4/to try to schedule a sooner date 6/11/however Mrs***
stated that would not be a good day therefore we are schedule for 6/18/15. Once the parts have been installed we will
follow up with Mrs*** to ensure her sofa and loveseat has been
successfully repaired. Conn’s has agreed
to exchange Mrs*** cocktail table, she will be contacted on 6/10/to
schedule a delivery appointment
If we may be of further assistance, Mrs*** may contact
customer service at ***
Kind regards,
Kathryn J***

Thank you for the opportunity to respond
to Mr***’
complaint. Our records show on3/13/15, Mr
*** purchased a Samsung high efficiency electric dryer from our Arizona
location as a sold as is floor model at a discounted price of $699.00.
Mr*** elected to have his washer delivered; we show Mr***’ delivery was
completed on 3/14/15.
After researching Mr***’ complaint we found he contacted our
Customer Service Department on 4/14/15;
stating his dryer was defective. Our records do not show a service call
was set-up. Mr*** has been contacted and his concerns have been
addressed.
If we may be of further assistance, Mrs*** may contact our
Customer Service Department at ***
Kind regards,
***
***
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Thank you for the opportunity to respond to Mrs*** complaint
regarding a purchase under the name Jesse ***. Our records show on 6/16/12, Mr
***
purchased the Catnapper *** Brown Reclining living room set which consisted
of three pieces (sofa, loveseat and reclining) all with a 48-month
FurnitureGard Plan and received delivery in good order on 7/17/The
manufacturer list the material used on the *** Reclining set as bonded
leather; please refer to the manufacturer’s website for details regarding the
material used on this product
We received Mrs*** complaint and found she contacted our service
department on 10/20/stating her sofa was ripped due to a pen mark and the
cushions were sinkingA service appointment was scheduled on 10/30/14; upon
inspection the serviceman found both the left and right arm pillows were flat,
the left cushion was flat and the right cushion was peelingA furniture claims
specialists contacted Mrs*** on 11/6/to inform her that we could repair
the sinking cushions however; peeling of the material was not covered under the
Terms and Condition of the FurnitureGard PlanWe attempted to contact Mrs
*** to scheduled a service appointment to repair the arm pillow and cushions
however; we were unsuccessful therefore the service order was cancelledAlthough the peeling on Mrs*** sofa is not covered under the
Terms and Condition of the FurnitureGard Plan, Conn’s has agreed to continue with
repairs on her cushions and arm pillowOur records show we have ordered the
necessary parts to complete repairs; once we receive the parts Mrs*** will
be contacted to schedule a repair date
If we may be of further assistance, Mrs*** may contact customer
service at ***
Kind
regards,
*** ***