Conn's Home Plus

Thank you for the opportunity to respond to ***
***’ complaint. We researched ***’
complaint and found her issue has been addressed and resolved. We
appreciate *** bringing her concerns to our attention and
the matter has been
discussed with the person(s) involved to ensure this does
not happen again. As of ***, ***
***’ extended RSA coverage has been cancelled and a credit of
$*** has been processed to her Conn’s account. We ask that ***
*** allow 5-business days for the credit to post to her
account. We sincerely apologize to *** for the
experience and any inconvenience that has been caused regarding this matter
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,
***
***

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,

[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 Sent: Monday, April 20, 3:PM To: drteam Subject: Re: Complaint case-*** Conn's has still displayed an array of poor customer serviceOur bed is still in poor shape due to the lack of supportConn's did not perceive to be this way in the beginning of our dealings with themAfter making payment arrangements with Conn's in the month of January, we were told we did not have to make a payment to them until march because of the issues we were having with a bedWe started receiving calls to pay our bill shortly after that in the february and had to catch things back up in MarchThis issue is in an addition to the issues with our bed that still lingers to this dayThe bigger issue is the fact that I responded to this thread initially and there's no receipt of me doing soI understand that this is a somewhat different situation than the usual but I would love for it to be honoredI would like to just reopen the complaint to accept Conn's offerThanks

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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 *** *** concerns regarding account
#***
According to
our records, *** ***a signed two 32-month retail installment contracts on *** 18, 2014. One of those contracts
included a 12-month no-interest
financing promotion and the other contract did
notThe range was supposed to be added to the contract that included the
12-months no interest financing; however, it was listed on the contract that
did not qualify for the promotion
We are going
to manually calculate the 12-months no-interest financing offer for account
#***, which did not originally qualify for the promotion.
Please note,
it may take 7-business days for the process to be completed
We value *** *** as a customer and sincerely apologize for any inconvenience she has
experienced due to this matterThank you,*** ***

Thank you for the opportunity to respond to Mrs
*** concerns regarding account #***. Mrs***
stated she would like the outstanding balance credited on this
account
According to our records, Mrs*** signed a month
retail installment contract on December
20, 2013. This
contract included a 12-month no-interest financing promotion. The invoice
number on this contract was *** and it created account
#***.
On January 2, Mrs*** signed a 24-month retail
installment contract.
The invoice number on this contract was *** and
it created account #***. This account was credited and closed on
August 15,
due to merchandise being returned
On January 2, Mrs*** also signed a replacement
contract for invoice #***. This replacement contract closed account
#*** and created account #***.
Mrs*** received invoice credits and closed account
#***.
She has been paying on account
#***.
This account has an outstanding balance of $as
of April 13,
2015.
Please note, the payoff amount will update
daily. If Mrs*** 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. Thank you,Cheryle S***

Thank you for the
opportunity to respond to *** ***’s complaintOur records show on
***, *** *** purchased a *** *** *** *** sofa with a
48-month FurnitureGard Plan*** *** elected to pickup her sofa from our
Conn’s warehouse located in ***,
TX
After further research
regarding *** ***’s complaint we found on ***, she was approved for an
exchange on her sofa and received an in-store credit of $(the original
amount paid) to re-select another furniture pieceOur records show ***
*** returned the damage sofa to the warehouse; a new invoice (***) was
created on *** for a new *** *** sofa and a 48-month FurnitureGard
Plan*** *** later returned to her local Conn’s and requested to receive
a refund in lieu of the exchangeOn ***, ***’s invoice was
completely cancelled however; the request to apply the credit of $in
lieu of the exchange was not initially processedAs of ***, we have
submitted a request to apply the approved credit of $to close ***
***’s account; please allow 7-business days for the credit to apply to
her account
*** *** has been
contacted and is aware of the approval. Regarding
the property insurance cancellation, *** *** acknowledges she does not
have homeowners or renters insurance therefore we were unable to honor her request
to cancel the coverage. We can, however,
cancel the other optional insurance coverage that was elected once we receive
*** ***’s written request. We
sincerely apologize for any inconvenience *** *** experienced during this
process
If we may be of further
assistance, *** *** may contact Customer Service at ***
Kind regards,
*** ***

Thank you for
the opportunity to respond to *** *** concerns regarding telephone calls
placed to ***
According to
our records we placed telephone number *** as a “do not use” number
associated with your account on October 6, 2014. Our records do
not indicate any additional
calls were placed to telephone number *** after October 8, 2014.
We received an
inbound call from telephone number ***; however, the caller did not
identify herself or give any information
We value *** *** as a customer and appreciate her bringing her concerns to our attention
Thank you,*** ***

Thank you for
the opportunity to respond to Mr***’s concerns regarding account
#*** Mr*** stated he had a
payment post to his account without his authorization which caused his checking
account to overdraft
According to
our records and
recorded calls, Mr*** authorized the payment, but stated
he didn’t know if it would clear his bank before his payday.
On *** ** *** a refund in the amount of $was processed and sent for approval. Mr*** should receive the refund check
within 7-business
We value Mr
*** as a customer and sincerely apologize for any inconvenience he has
experienced due to this matter

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 reject this response because a technician came out again *** and now a belt has to be ordered for the dryerThe $** gift card came in and was a *** gift card that cant be used as a payment on the accountI also havent seen the $** credit on the account*** hasnt been willing to get me an appt that is after *** ** when I get off workI have a two year warranty on the dryer and it makes no sense that it should take this long to fix my dryerI regret purchasing anything from *** and I should have known the name *** is exactly thatI have purchased a total of * items from them and Im not pleased at all with the serviceI purchased a washer and dryer so I wouldnt have to go to a laundromatI have been to the laundromat at least times since the dryer stopped workingIm not satisfied at all because *** isnt resolving this issue adequately
Regards
*** ***

Thank you for the opportunity to respond to *** ***’s
complaint. Our records show *** *** made three separate purchases
on
Roman">***. On invoice *** *** ***
purchased a ** 60” TV with a (25-Repair Service Agreement w/Accidental Damage)
and a free ** soundbar with her qualifying purchase; delivery was completed on ***. On invoice *** *** *** purchased a *** *** ***
dinette set which consisted of ten pieces (table top, table leg, (6) side
chairs, and (2) arm chairs) with a limited 1-year manufacturer warranty on all
ten pieces and a free *** 32” TV with her qualifying purchase; due to the ***
dinette set being on back order *** ***’s delivery was completed on ***. On invoice *** *** *** purchased a Franklin
Dakota which consisted of three pieces (sofa, loveseat, and wedge) with a
48-month Furnituregard Plan on all three pieces, a *** cable smart TV
bundle, and a free *** 32” TV with her qualifying purchase; *** ***’s
delivery for those items was completed on ***
We researched *** ***’s complaint and found she contacted
our service department on three separate occasions regarding her sofa and
loveseat dated from *** to***; however one out of the
three service calls were cancelled due to *** *** not being available and
one service call regarding one of her side chairs on ***. *** ***’s last service call was placed on *** she contacted us; stating her sofa and loveseat were not
closing completely and a piece of the units were hanging down, and one of the
side chairs leg was wobble and loose. A service call was scheduled for ***, however *** *** was not available and her service
appointment was rescheduled for *** again ***
*** was not available; therefore service could not be completed. We
attempted to contact *** *** on multiple occasions dated from ***, ***, and *** to schedule an
appointment for service, but we were unsuccessful in our attempts. As of ***, *** *** has a service appointment scheduled for ***
At this time *** ***’s furniture does not meet the
qualifications for an exchange under the Terms and Conditions of the
manufacturer warranty or the Terms and Conditions of the Furnituregard.
Therefore, we are unable to honor her request to return/exchange her sofa,
loveseat, and chair.
If we may be of further assistance, *** *** may contact our
Customer Service Department at ***
Kind regards,
***
***

[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 received a call today from Catherine *** @ Conn's Corporate office and she explained to me everything that happenedThe response that was sent to you all from Ms*** did not include everything and all the communications and issues that transpired and I don't agree with her letterHowever, after speaking to Ms*** today and her telling me what is being done, I'm satisfied with the resolution.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 issueFirst of all, conns lost my work order ticket two days in a row, disconnected my call several times and never returned any of my phone callsThen two days after *** the manufacturer fixed my fridge because I had to call them my self although I have an extended warranty that I pay extra for every month from connsConns sent someone out on the 23rd two days after the fridge was fixedConns didn't do their job and they dropped the ball big timeI will never purchase from this company againThey're horrible in serving their customersI have yet to receive a refund on food that I lost due to a broken fridge.
Regards,
*** and *** ***

Thank you for the opportunity to respond to *** *** complaint
Our records show on 6/21/14; *** *** purchased a *** *** ***
recliner, a *** *** sofa, and a *** *** Beige chair and
ottoman all with a 48-month FurnitureGard Plan
We received *** ***
complaint and found he contacted our
service department on 11/22/stating the springs were coming out of his
recliner and the cushion seams were coming apart on his sof* ***
service appointment was originally scheduled on 12/26/with US *** who
currently provides service repairs on furniture purchased from Conn’s*** *** expressed his dissatisfaction with the date of service and requested a
sooner appointmentWe were able to schedule *** *** service appointment
with Montage on 12/09/14; who also provides service repairs for Conn’s
furniture in some regionsDuring the inspection, the serviceman found parts
were needed for repairsOnce we receive the necessary parts, *** *** will be
contacted to schedule a date to complete the repairs
We sincerely apologize for any inconvenience *** *** experience
as a result of delay scheduling his initial service appointment
If we may be of further assistance, *** *** may contact us at
***
Sincerely,
*** ***

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.] I do not remember anyone trying to locate another floor model to replace the one they damagedThey did have another one at the store and that was never offeredI would not want a gift card for the store as compensation for the damage to the refrigerator I purchased I would prefer that they repaired the damage to the doors and delivered my purchase intact as I bought it
Regards,
*** ***

Thank
you for the opportunity to respond to ***’s additional commentsWe
attempted to contact *** on *** to discuss her concerns however;
we were unsuccessful in our attempt and were unable to leave a voice message to
return our call due to the mailbox was full
To
better assist *** regarding her concern we ask that she contact us
directly at *** in attempts to resolve this issue Kind
regards,
***
***

Thank you for the
opportunity to respond to Mrs***’s additional commentsOur records show
Mrs*** contacted our service department on 12/9/for service on her
icemakerThere was a delay receiving the correct parts needed to complete
repairs due to the model number on the refrigerator was entered incorrectly in
the system however; Conn’s service department was able to obtain the correct
model number and order the necessary parts to Mrs***’s refrigeratorOur
records show Mrs***’s refrigerator was repaired on 1/2/15; the technician
replaced the ice maker and ice container ASMConn’s does offer a 30-day
guarantee on parts and labor on products serviced through Conn’s certified
technicians
In regards to the
$check offered by Conn’s, we show there was a delay processing the check
request due to the holiday seasonHowever; we confirmed Mrs***’s check
request has been submitted for processing and should arrive to her address
listed on file within 7-business daysWe sincerely apologize for any
inconvenience Mrs*** experienced as a result of the delay
If we may be of further
assistance, Mrs*** may contact us at ***
Sincerely,
Dyeisha W***

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
My complaint is this has been processing since October Every time I call they keep telling me that it's being processed and promised that it will be resolved in the next couple of weeksThis has been ongoing for too longThey have reported this as non payment on my credit reportThey told me that they have corrected all the negative marks, but I don't have any proof of thatThey keep pushing out the collection callsThere are days that me and my wife get a total of 30+ phone calls from themThis is crazy, I don't understand why it takes months to fix thisConns reached out to us to combine all of our accountsIf I had known it was cause this much trouble I would have left everything as itI hope they haven't applied interest to my account for the months that I've been waiting on them to fix thisPlease help me get this resolvedI don't want to have to get an attorney to fix this.
Regards,
*** ***

Thank you for the
opportunity to respond to *** *** concerns regarding account #***
and ***. *** *** stated you
had concerns because the accounts were to be combined and were notNow the
confusion has caused him to assess late fees and one 30-day credit mark on
each
account.
As I sated in
our conversation today, April 14, 2015, we are in the process of reversing the
late fees and removing the 30-day late marks on your credit reports. Please allow the credit bureaus 30-days to
update *** *** credit history to show the marks removed.
We value *** *** as a customer, and sincerely apologize for any inconvenience he has experienced
due to this matter. Thank you,*** ***