Conn's Home Plus

[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 meI have been in contact with the local store and we are working together for resolutionI have a six-piece sectional and was informed that Conn's no longer carries my couch so they have offered full replacement I was in the local store yesterday evening and there are no other couches currently available that even come close in style, color, height and power options to what we have so we are trying to assess all optionsThe local store representatives have been incredibly nice and helpful to get us to resolution

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
Dear Ms ***, 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*** *** the regional service manager for the repair company you have contracted US QUALITY FURITURE REPAIR *** out of *** **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 *** *** 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,
*** ***

Thank you for the opportunity to respond to Mrs***’s
complaintOur records show on 1/22/11, Mr*** purchased the Durablend
Antique furniture set which consist of two pieces (sofa and loveseat) with a
48-month FurnitureGard Plan
We
received Mrs***’s complaint and
found she contacted our service department
on two separate occasions regarding her sofaThe last service call was
received on 8/14/stating the back and cushions was tearing on the sofaA
service call was scheduled on 8/27/14; upon inspection the serviceman found the
left seat covers was peeling up on the front faceThe serviceman also found
all the seat covers had dried out and was able to re-stuff all inside back
pillows with stock polyAs listed under the terms and condition of the
FurnitureGard Plan Mr*** received at the time of purchase number (15) What
Is Not Covered; letter (m) cracking or
peeling of the leather topcoat
or finish (except where cracking or peeling to the leather topcoat has occurred
despite application by You of
leather maintenance products as recommended that fails to perform as intended
Although the reported damages are not covered by the
FurnitureGard Plan, as a gesture of goodwill Conn’s has agreed to issue an in
store credit in the amount of $which was the price for the sofaOn
10/7/14, a service claim representative attempted to contact Mrs*** in
regards to her approval however; they were unsuccessful in their attemptMrs
*** will need to visit her nearest Conn’s to re-select
If we may be of further assistance, Mrs*** may contact us at ***
*** ***

Thank you for
the opportunity to respond to Mrs***’s concerns regarding account #***. Mrs*** stated she begins receiving
collection calls the day after her payment is due.
When the payment is late, we begin call
attempts as a reminder to ensure
payments will be made timelyIt is a
practice for our company to begin call attempts the first day the
payment is lateTo prevent the calls Mrs*** has the option to pay on-line,
in her local Conn's store, by mail, or over the phone if it is more convenient
for her, before her due dateAdditionally, if Mrs***’s pay date has
changed, she may benefit from requesting a change of her due date each month;
however, the account must be current in order for us to change the due date. We ask that Mrs*** contact us if she
would find this beneficial.
According to our records, Mrs***’s account is
past due from January 27, 2015. Collection
efforts will continue until a payment has been made. As of March 31, the past due amount on
Mrs***’s account is $462.99. We ask
that Mrs*** contact us to bring the account current
We value Mrs*** as a customer and appreciate
her bringing her concerns to our attention.
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.
When I purchased the mattress set no one every told us in person, by phone or in writing that a certain type of bedframe was needed. You would think this information would have at least come from the guys that delivered and set up the mattress set. It is not good business practice to all of a sudden tell me about a special bedframe being needed after I contact them to use my warranty. I have since found and reveiwed my contract, I do see that we even purchased a bedframe and no where on the contract is stating that a center bar is need to valiadate the warranty. Conns should realize the ball was drop on their side and honor their warranty. They should act like a company that value and wants to keep their customers.
Thanks
** *** ***

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 I would assume that everyone involved can see a common theme, Conn's is never wrong.Who in there right mind would not have returned to the showroom to exchange a brand new refrigerator and continue to make payments on it? No one.The service inspector that came to my home stated that the mattress needed to be replace only to have Conn's report what they want.The second time they claim to have called on different occasions follows in line with them stating they call and you have no missed calls, messages or they say the "mail box was full" which, in my case never happens Conn's claimed they called me on many different occasions during this most recent exchange and I can provide phone records reflecting there inability to tell the truth They also change your your phone number on record to reflect numbers from the past The only reason I received the most recent report was due to my persistence in calling for updates Keep in mind I have the most recent visit by the Conn's representative recorded and he openly admits that it needs to be replaced but "they" will not listen to him.Cn's will continue to lie to consumers, steal from them and abuse the public until someone stops them Is is deceptive and I believe the only way to fight back is through legal action
Regards,*** ***

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
As proof of the obvious incompetence of Conn's staff, throughout their response they addressed me as *** *** when clearly it states *** *** on my contract and in this complaintWhen I went to the store to process my replacement *** The store manager actively avoided me and then instructed me to go home and return the following *** Because "the supervisor of the exchange department had left for the day"I left and came back on *** 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 *** ***, 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,
*** *** ***

Thank you for the opportunity to
respond to *** *** complaint. We researched *** *** complaint
and found his issue has been addressed and resolved. We spoke to the
store
manager at location *** and the warehouse manager who confirmed *** ***
dishwasher has been installed and functioning properly. We sincerely
apologize for any inconvenience *** *** experienced during this process
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 Mr***’s complaint. We researched Mr***’s complaint and found his complaint has been addressed and resolved. We spoke with Mrs*** on 3/16/15 and she was informed due to the time delay; Conn’s has agreed to honor his request to
replace his laptop. Mr*** was issued a credit up to the original amount paid which was $because the original model is no longer available. Mrs*** was made aware she would need to visit her nearest Conn’s location to re-select a new laptop. We sincerely apologize to Mr*** for the experience and any inconvenience that has been caused as a result of the delay.If we may be of further assistance, Mr***may contact customer service at ***.Kind regards,Jana A***

Thank you for the opportunity to respond to *** ***’s additional
concerns. We have confirmed ***’s new sofa was successfully delivered on ***. Although we are unable to honor *** ***’s
request to credit her account for two payments, we do understand her concern
and have agreed to credit her $*** for the delayed delivery and inconvenience. The credit is currently processing and will
reflect on her account within the next billing cycle.
If we may be of further assistance, *** *** may contact
Customer Service Department at ***
Kind regards,
*** ***

Thank you for
the opportunity to respond to Mr***’s concerns regarding account #
433249630. Mr*** stated he paid off
his account on August 1, 2014; however the account remains opened.
According to
our records and recorded calls, Mrs*** spoke with one
of our agents to get
a payoff quote on July 20, 2014. That
agent quoted Mrs*** a payoff amount of $7113.32. The agent scheduled a post-dated payment to
process on August 1, for the quoted payoff amount. Since the payoff quote is only valid for
days, the account accrued additional interest from the time the payoff quote
was given on July 20, until the payment posted on August 1, which caused the account to remain opened
We are in the
process of honoring Mr***’s request to close the account as paid in
full. Mr*** will receive a close
out letter within days of the account closing
We value Mr
and Mrs*** as customers and sincerely apologize for any inconvenience they
have experienced due to this matter. 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
I have made myself available on all ocasions to have a service technician to come to my house and fix mu items!! Either we get the wrong information to when they were to come by we get told a certain hour, we wait and no one comes byNo phone calls to update us if they will be late or lost anything, we get nothing we wait and wait until the hours are UP THAN WE LEAVEThere has been more the three ocasions to where I have called the service department and they do nothing to resolve the furnitureYes we have a set time schedulked for *** *** ***, but like I told the lady scheduling the appointment that we need *** any time or any day after 4pmNo one is at home before 4:00pmHer response was we dont know until that day but if your not available just rescheduleI work my *** works and my kids are in schoolThan when we schedule it on *** the techs NEVER SHOW UP!!!This has been an on going situation whith this company they dont care about the satisfaction of their clientsAnd they are not willing to work with you, Its their way or no other wayHow would they know if my furniture does not meet the requirements to be exchanged or returned if they have not sent anyone to fix my furnitureThe reclyners do not close all the way and they look droopy, very discusting for the amount that we paiud for themMow if was more than a year ago I understand it would be the wear and tear of things being used! But we just got them in *** so by *** they shouldnt look this badthe chairs where they are of them are not even they rock they are not stable, I dont know why they say its only one chair when there is chairs that are whobblyIn *** we reached out to Conn's to get this fixed we are in *** and no resolutionEither fix/exchange the items or take them back

Thank you for
the opportunity to respond to *** *** concerns regarding account
#***. *** *** stated *** would
like to have her account refinanced so *** can lower her monthly payment
Unfortunately
*** ***’s account does not qualify for any of our refinancing
options at this
time.
The next
payment in the amount of $is due on *** 9, 2014.
As of ***
8, the payoff balance on the account is $2214.68. Please note, the payoff balance updates
daily. If *** *** would like to pay the
account balance in full, we ask that *** call the day *** plans to submit the
payment for an up-to-date payoff quote
We value *** *** as a customer and appreciate her bringing this matter to our attention.Thank you,*** ***

We have spoken with *** *** regarding his concerns and we have come to an agreement to resolve those
concerns
If we may be of further
assistance, *** *** may contact customer service at ***
Kind regards,
*** ***

Thank you once again for the opportunity to respond to ***'s concerns regarding his account. We do not have record of *** authorizing pick up of the merchandise, nor do we have documentation that the items were picked up. If *** can provide that documentation, we will be glad to investigate further

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Thank you for the
opportunity to respond to Mr***’ complaint. Our records show on 7/29/15; Mr
*** visited our Willow-Brook, TX location store 025. During this visit he purchased a
*** (***) lift recliner model (480723112) with a 48-month
*** Plan on invoice 27608216; however Mr*** changed his
on this particular lift chair and cancelled the order. Mr*** then selected a ***
*** power lift recliner model (489829) with a 48-month ***
Plan on invoice ***. Mr
***’ signed invoice indicates at the time of purchase he
acknowledged he was provided a copy of Conn’s Return and Exchange
Policy which states: No Returns
or Exchanges on: Furniture, mattresses, décor & accessories unless inspected by a
Conn’s Service Technician and found to have a manufacturer’s defect; Mr*** also signed acknowledging
he received a copy of the *** plan brochure and that he
understood the coverage associated with the product. Mr*** elected to have his lift
chair delivered; which was completed on 7/30/15. Mr*** signed his delivery
ticket acknowledging his lift chair was received in good order and that
he thoroughly inspected his merchandise for damages for an exchange or
price concession would not be authorized for damages discovered after
the delivery
We researched Mr***’ complaint
and found he contacted us on 8/02/15; stating a board was sticking out
and the frame was broken. Delivery
was scheduled to go out and inspect Mr***’ chair; during the
inspection no problem was found and his issue was escalated to our
service department to have a technician assess the unit for a second
opinion. Mr***’
information was forwarded to our service department to schedule an
appointment. Our records
indicate Mr*** was scheduled for service on 8/26/15; however the
work order was cancelled at Mr***’ request
After further review we found Mr
*** sent in a Service Agreement Cancellation Request Form to cancel
his *** Plan; as of 8/27/Mr***’ *** coverage
was cancelled and a credit of $was processed to his Conn’s
account.At this time we are unable to honor Mr
***’ request to return or exchange his lift chair. Mr***’ signed his delivery
ticket acknowledging his chair was received in good order and Conn’s
have a No Return/Exchange Policy on furniture items.
If we may be of further
assistance, Mr*** may contact our Customer Service department at
1-***
Kind regards,
Jana ***Customer Relations
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Thank
you for the opportunity to respond to ***’s additional commentsAs
previously stated, on *** *** purchased a *** refrigerator
with a 1-year limited manufacturer’s warranty; no additional coverage was
purchasedOn ***, *** was approved for an exchange on her
refrigerator under the Terms and Conditions of the manufacturer’s warrantyOur records show *** was originally
scheduled to receive a new refrigerator on *** however; upon arrival the
drivers found the *** was not at home Our dispatch team
contacted *** and she informed them that she was at work and could
not leave. The delivery was rescheduled for
***; however it was rescheduled by *** and then again on ***. On ***; *** told the delivery
team that she did not want the exchange; she only wanted the refrigerator
picked up.
At this time we are unable to honor ***
***’s request for a refund; she has been approved for an exchange only
under the Terms and Conditions of the manufacturer’s warranty***
may contact our *** warehouse at *** to schedule a delivery date to
receive her new refrigerator
If we may be of further
assistance, *** may contact Customer Service at ***
Kind regards,
*** ***

Thank
you for the opportunity to respond to *** ***’s additional commentsOur
records show *** *** contacted our service department on three separate
occasions for service on sofa and loveseat and once regarding her side chairs
however; one service appointment for the sofa and loveseat was cancelled due to
*** *** was not home during the service appointment
We
apologize for the miscommunication regarding the number of chairs *** ***
called for service; we show four chairs were reported to service stating the
legs were wobbly and loose*** *** is currently scheduled to have a
technician assess her sofa, loveseat and four chairs on *** as requested
Once the serviceman inspects all merchandise, we can determine if parts are
needed to complete repairs if covered under the Terms and Conditions or if an
exchange is requiredHowever; at this time *** ***’s sofa, loveseat and
chairs does not meet the qualifications for an exchange, we will continue with
any necessary repairs
If we may be of further assistance, *** *** may contact customer service at *** Kind
regards,
***
***

Thank you again for the opportunity to respond to Mr***'s concerns regarding his account. Again, we are unable to reinstate the no-interest financing promotion at this time. If Mr*** has any further concerns or questions, we ask that he contact our customer service department. 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 Hello, Good morning, YES, I did close it by mistake, an honest mistake, I sent a msgto the Revdex.com as soon as I realized the mistake, I spoke to a lady by the name of *** *** at Conn's and now I'm getting the run around about who is responsible for the Warranty, I truly don't understand why Conn's doesn't step up to the plate and get this problem resolved, This has been ongoing for days as of todayIf there is anything the Revdex.com can do or guide me in the right direction please doPerhaps a persons name & phone # for upper management may helpNO MY COMPLAINT AGAINST CONN'S APPLIANCES INCIS NOT SETTLED Regards,