Conn's Home Plus

Thank you for the opportunity to respond to *** ***’s
complaint. Our records show on
","sans-serif">***, *** *** purchased a *** *** sofa and recliner
with a limited 1-year manufacturer warranty on both furniture pieces.
*** *** declined to purchase additional (FURNITUREGARD) on his ***
sofa and recliner. *** ***’s signed invoice indicates at the time of
purchase he was provided a copy of Conn’s Return and Exchange Policy which
states: No Returns/Exchanges on: Furniture, mattresses,
décor & accessories unless inspected by a Conn’s Service Technician and
found to have a manufacturer’s defect. *** *** elected to have
his items delivered; we show *** *** signed acknowledging his items were
delivered and received on *** in good order.
We received *** ***’s complaint and found he contacted our
service department on *** regarding his sofa; stating the unit was caving in on one
side. A service call was scheduled for ***; during the
inspection the serviceman found the sofa recliner was sinking down and the
footrest needed additional padding. The serviceman added inch foam
between the springs and added additional polyfill to the footrest; which was
up to the manufacturers standards. The
pictures on file show the repair has been completed up to the manufacturer’s
specifications. If *** *** is not
satisfied with the repairs, we are willing to sanother service call to
determine if adjustments need to be made*** *** will need to contact our
service department at *** to schedule an appointment
Sincerely,
*** ***
2/13/
Complaint
I bought a fridge from Conn's approximately months agoA month after we bought the fridge (at credit, not paid cash) the fridge stopped workingIt would not coolWe called Conn's and they sent a technician out to check it and he diagnosed that the compressor and other parts messed upHe said
it would take approximately a week to fixIncluding the time it would take them to order parts and have a technician come out and install the new equipmentThis was over a month ago and we still have not gotten our fridge fixedWe keep calling and they keep telling us that they have not yet received the partsOn *** *** they told us they had approved to give us a new fridge since the parts are taking too longToday, *** *** *** they are telling us the new fridge was not approved and they will send out to get the parts necessaryThey have us going back and forth and I have a ** *** *** and a * *** ***, so a fridge is a necessityAlso, we have been wasting electicity because the tech told us to leave the fridge plugged in so other parts would not mess up in the processSo, I have to pay extra electricity for an item that is not even working
Desired Resolution
I feel like I deserve to get this issue resolved immediately, and have them discount the time I have been without a fridge plus the money to pay for the extra electricity this is costing meWe also want to get reimbursed for all the food that went bad
Consumer Business Dialog

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be somewhat satisfactory to meand I said somewhat because they are really not replacing my machine, they are giving me credit in the amount I paid for this machine in *** to use towards a new machine which will cause me an expense of at least $*** (as they have the new model on sale for ***) plus I would have to go to the store to choose a new one since my model is no longer availableI do agree that this solution works better for me instead of having to deal with more repairs to my existing machine thus saving me and Conn's money*** told me I should have this credit valid for at least days and to call her if it needs to be reinstated
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Thank you
for the opportunity to respond to *** ***’s complaintOur records show on
***, *** *** purchased the *** *** *** furniture set which consist
of four pieces (sofa, left/right recliner and console) with a 1-year limited
manufacturer’s warranty and received
delivery on ***Our records show *** is scheduled to have a serviceman assess her sofa on ***We
appreciate *** *** for bringing this matter to our attention and we will
address this issue with all parties involved to ensure quality customer
serviceWe sincerely apologize for any inconvenience *** *** experienced
during this process
If
we may be of further assistance, *** *** may contact us at ***
Kind
regards,
***

On January 23, you provided the following information:
Thank you for the opportunity to respond to Mrs***
complaintOur records show on 12/23/14, Mrs*** purchased a Samsung
Galaxy digital camera with a 24-month Repair Service Agreement Plan
We received Mrs*** complaint and found she contacted our
customer helpdesk department on 1/21/stating she tried to return her camera
to the store on 1/01/but was told could she not return or exchange the unit
Although Mrs*** has exceeded the 14-day time frame to return or exchange
her camera; as a gesture of goodwill Conn’s is willing to extend her the option
to return or exchange the camera with a 15% restocking feeAs listed on the
Return and Exchange Policy, the 15% restocking fee is due at the time of the
return/exchange and may not be financedWe apologize for any inconvenience
Mrs*** experienced during this process
If we may be of further assistance, Mrs*** may contact us directly
at ***
*** ***
Customer Relations
*** ext ***

Thank
you for the opportunity to respond to *** *** complaintAfter researching
*** *** complaint we found on 2/28/15, she went to Conn’s located in
*** **
and purchased a *** High Efficiency washer and dryer*** *** delivery was originally scheduled on 3/30/however; when contacted by
the store manager to confirm her delivery *** *** informed him that she
would not be available to receive delivery therefore she was re-scheduled for
4/2/as agreedPrior to delivery, *** *** was contacted by her sales
representative and made aware that the washer and dryer she selected were no
longer in stock and she could come to the store to re-select another unit that meets
her expectationsThe sales representative stated *** *** declined the
offer and request we locate and delivery the models she originally purchasedOur
records show *** *** invoice was cancelled due to the products no longer being
available and her account was not setup because her items were not received
We
attempted to contact *** *** on 4/9/to discuss her concerns but we were
unsuccessful and left a voice message to return our call Although *** *** invoice was cancelled,
her credit application is still available to make a purchase for a different
washer and dryer that meet her expectations
We
sincerely apologize for any inconvenience *** *** experienced during her
visit to her local Conn’s locationWe appreciate *** *** for bringing this
matter to our attention and will address this issue with all parties involved
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
I purchased the television for my ***'s *** which was *** *** ***We left town for her company Christmas P arty in ***, and didn't return until rightbefore ChristmasWe ran through the holidays and finally I had a day after Christmas to hook up television, at which time I discovered it was damagedSalesman did not completely remove television from box he opened the top but did not remove televisionI feel t was damaged from the storeI am not paying for a damaged product
Regards,
*** ***

Thank you
for the opportunity to respond to Mrs***’s additional commentsMrs
***’s notebook was received into Conn’s service center on three separate
occasions; one service issue was able to resolve remotely over the phone and
did not require the notebook to bent sent into serviceMrs***’s last
service call was completed on 4/4/14; the technician replaced the HDD,
performed a recovery on the unit and updated the OS systemMrs*** was
contacted on several occasions notifying her that the notebook was repaired and
ready for pickup at her local Conn’s however; she refused to pick up the unitMrs***’s notebook remained unclaimed at her
local Conn’s from 4/07/until it was returned to the service center on
7/08/On 10/08/14; Conn’s disposed of the notebook due to the unit was
abandoned and remained unclaimed in our service center.
Mrs
***’s notebook only required parts to be ordered once to complete repairs;
all other issues experienced were able to be resolved by the technician
updating the OS system, re-imaging the computerAs listed under the Terms and
Condition of the Repair Service Agreement Section (9) Limit of Liability: “if
we are unable to repair the product after three service attempts for the same
component within a 12-month period then we will replace the product with equal
or similar features”Mrs***’s notebook does not meet the qualifications
for an exchange; the under was repaired under the Terms and Conditions of the
Repair Service Agreement plan she purchased
If we may be
of further assistance, Mrs*** may contact us at ***
Sincerely,
Dyeisha
W***

Thank
you for the opportunity to respond to Mrs*** complaintOur records show
on 12/15/14, Mrs*** was approved for an exchange on her desktop under the
Terms
and Conditions of her Repair Service AgreementMrs*** re-selected a
*** *** *** Desktop which came with a 1-year limited manufacturer’s
warranty; additional coverage was denied at the time of purchaseWe
show Mrs*** brought her desktop to her local Conn’s located in Phoenix, AZ
on 2/27/stating the unit would not turn onMrs*** desktop was
received in our service center on 3/12/however; due to the desktop only
being covered under the manufacturer’s warranty the unit was returned to the
store and Mrs*** was advised to contact the manufacture directly for
repair needsOn 3/31/15, we contacted Conn’s in Phoenix, AZ and verified that
Mrs*** desktop in currently available for pickup at the store
At this
time we are unable to honor Mrs*** request; the desktop is only covered
under manufacturer’s warranty and Mrs*** will need to contact ***
directly for assistanceMrs*** may pickup her desktop at her earliest
convenience and contact the manufacture for further repair needsIf
we may be of further assistance, Mrs*** may contact customer service at
1-877-358-
Kind
regards,
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
[Provide details of why you are not satisfied with this resolution.]
Regards,
I am not satisfied at allWhen we bought the tv we were not told about the agreementThat is our fault on our part because we did not read it, but we should have been toldHowever, we had the motherboard taken out and replacedI now have a SECOND call for the technician to come again tomorrow to replace the new one that was just installed on FridayThe one he put in there Friday was brand newWe should not have to have it replaced again in just days!!! This is crazy and very displeasing! Not only were we not able to watch our tv the first time waiting on the part to come in, now with it happening again we still can't watch itWe are paying for a tv we can not use! This time the screen is messed up and the technician told me it's the motherboard again! When will this ever be fixed????? I am one VERY unhappy customer and will more than likely NEVER shop with this corporation again!!*** ***

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 Sir/Madam, Good afternoonI received your letter today with the response from Conn's FurnitureThey have admitted their oversight, and have stated that they will be refunding the interest I paid on the contractI am very happy with this news, and so appreciative of the help I received from your company As long as the promised check from Conn's arrives in business days as stated, I will be completely satisfied with the outcome, and will consider the matter closedI will contact you if the check fails to materialize Many thanks, *** ***
Regards,
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"margin:0in;margin-bottom:.0001pt;text-align:
justify">Thank
you for the opportunity to respond to Mr***’s complaint. Our
records show on 11/08/14,
Mr*** purchased a ** Notebook model (***) with a 37-month
Repair Service Agreement w/Accidental Damage.
We
researched Mr***’s complaint and found Mr*** had contacted us
multiple times since 1/19/15. However, we show only two repairs required
parts to repair therefore, Mr***’s exchange request was denied under
the terms and conditions of the warranty.
As of 10/29/15, Mr*** contacted us again;
stating the computer was experiencing “glitching” errors. However,
Mr*** failed to bring his notebook into the store to be sent to
service; therefore his service order cancelled. We
attempted to contact Mr*** multiple times to discuss his concerns,
but have been unable to reach him.
We ask that Mr*** allow us to make a final assessment to
determine the failure and it an exchange is warranted at this time
Mr
*** may contact our Service department at 1-855-266-
Kind
regards,
Jana
***
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Thank you for the
opportunity to respond to Mrand Mrs*** complaintOur records show on 12/15/14;
Mr*** purchased an *** *** *** Black bedroom set which consist of
four pieces (twin head/footboard, twin/full rails, dresser and mirror)Mr
*** was scheduled and
received delivery for the mirror and dresser on
12/16/however; he refused the twin head/footboard and rails stating they
were not the same items selected in the store.
After further review
and research of Mrand Mrs*** complaint, we confirmed with the store
manager located in Odessa, TX that there was a miscommunication regarding the
price of the bunk bedroom set and the twin bed listed on the invoiceThe
prices for each bedroom set was listed on the same sales tag however; the sales
associate entered the incorrect model number for the bedroom set Mrand Mrs
*** originally wanted to purchaseThe sales invoice was canceled and a full
refund was issued. On 1/08/15; we
contacted Mrand Mrs*** in attempts to resolve this issue however; during
conversation Mrs*** stated that they already purchased a bedroom set from a
another company and she had no desire resolution with Conn’s at this time
We sincerely
apologize for any inconvenience Mrand Mrs*** experienced as a result of
miscommunication
If we may be of
further assistance, Mrand Mrs*** may contact us at 1-877-358-
Sincerely,
Dyeisha ***

Thank you
for the opportunity to
respond to *** *** complaint. Our records show
on5/05/14, *** *** purchased a *** *** plush queen mattress with a (48-month Furnituregard Plan), a ***
queen box spring with a (48-month Furnituregard Plan), and a *** * *** queen bed frame with a (limited 1-year manufacturer warranty) from
us. *** *** elected to have her items delivered; we show *** ***
signed acknowledging her items were delivered and received on 5/06/14 in good order
We
received *** *** complaint and found she contacted our service department
on11/19/14 regarding her bed frame;
stating her bed was lopsided and coming apart. A service call was
scheduled for 11/26/14; during the
inspection the serviceman found one caster plastic frame was cracked in half,
the insert that goes into the metal frame was broken off at the bottom, center
cross support was missing a nut and bolt. The serviceman installed a
plastic insert on the bottom of the frame and installed a nut and bolt, and
added a temporary wood leg until the plastic caster became available to be
installed. The serviceman attempted to order the plastic caster needed;
however the manufacturer no longer had this part available
After
researching *** *** complaint we found her issue was escalated to upper
management and Conn’s has agreed to honor *** *** request to exchange her
bed frame. We spoke with *** *** on 1/21/15 and
she was informed of her exchange approval. *** *** may go into her
nearest Conn’s location to initiate the exchange and schedule delivery.
We sincerely apologize to *** *** for the experience and any inconvenience
that has been caused as a result of delay.
If we may
be of further assistance, *** *** may contact our Customer Service Department
at ***
Kind regards,
Jana ***

Thank you for the
opportunity to respond to Mr***’s complaintOur records show on 10/12/13;
Mr*** purchased a ** washer and dryer both with a 24-month Repair Service
Agreement Plan
Our records show Mr
*** contacted our service department on 11/19/stating his washer was
not
dispensing the correct amount of water and water level was too lowA service
call was scheduled for 11/26/14; upon inspection the technician found parts
were needed to complete repairsWe show parts were scheduled to arrive on
12/05/however; there was a delay from the manufacture receiving one of the
parts needed to complete repairsWe attempted to locate the part in surrounding
areas however; we were unsuccessful in our attemptsWe were notified by the
manufacture that the part needed for repair was on back order until January
Once we received notification regarding the pat delay we submitted a
request to exchange Mr***’s washerOn 12/19/14; Conn’s approved Mr
*** to re-select a new washer in the amount of $which was the
original amount paidOur records show on 12/19/14; Mr*** re-selected
another ** washer for $and received delivery in good order on 12/20/
Although we are
unable to honor Mr***’s request to pay off his remaining account balance,
Conn’s has submitted a $concession to his account due to the service
delayWe sincerely apologize for the inconvenience Mr*** experienced
during this process
If we may be of
further assistance, Mr*** may contact us at ***
Sincerely,
Dyeisha W***

Thank you for the opportunity to
respond to *** ***’s complaintOur records show on 8/23/12, *** ***
purchased an ** French door refrigerator with a 48-month Repair Service
Agreement Plan
We received *** ***’s
complaint and found she contacted the service
department on 8/29/stating the
refrigerator was not coolingA service appointment was scheduled for 9/1/14;
upon inspection the technician found parts were needed to complete repairsWe
show parts became available on 9/11/and scheduled *** ***’s repair date
for 9/12/On 9/12/14, the technician installed the parts however; *** ***
contacted the service department the same day stating the unit is still not
cooling therefore additional parts were ordered for repairOnce the parts
became available, *** *** was scheduled for repair on 9/27/14; during
installation the technician found the wrong piece was ordered and could not
complete repairsOn 9/29/14, Conn’s agreed to exchange *** ***’s
refrigerator due to service delay however; we no longer had the same model
available therefore, *** *** received a store credit in the amount of
$to re-select another refrigeratorOur records show *** *** was
unable to find another refrigerator that was suitable therefore, Conn’s came to
an agreement with *** *** to receive a full refund in lieu of the exchnage
for the refrigerator and Repair Service Agreement PlanOn 10/13/14, we
submitted a check request in the amount of $the cost of the
refrigerator and $for the Repair Service Agreement Plan totaling
$
In regarding to the Food Loss
Claim *** *** submitted, we show she was approved to receive the maximum
amount of $as stated in the terms and conditions of the Repair Service
Agreement Plan*** *** also brought to our attention that she never
received her rebate from the initial delivery; Conn’s has agreed to honor her
delivery rebate and mail a check in the amount of $We sincerely
apologize for any inconvenience Mrand *** *** experience as a result of
the service delay.
If we may be of further
assistance, *** *** may contact us at ***
*** ***

Thank you for the opportunity to respond to Mrs
***’s concerns regarding account #***. Mrs
*** stated she faxed over her paperwork for a refinance; however, it has
not been processed
According to our records, Mrs*** did fax over
the required paperwork
in December to have her account refinanced, unfortunately
the bottom part of the contract was cut off and we were not able to process the
refinance
Mrs*** faxed over the refinance contract again
on January 10,
2015; however, the declaration page she submitted with her paperwork has
expired.
We will need an updated copy of Mrs***’s
homeowner’s or renter’s insurance to proceed with the refinance request
We value Mrs*** as a customer and appreciate
her bringing her concerns to our attentionThank you,Cheryle S***

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 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, *** ***

Thank you for the opportunity to respond to *** *** concerns regarding telephone calls he has received. *** *** stated he does not have an account with us; however, we have been calling him.We have found that *** *** telephone number was linked to an account in error. We
have placed a cease and desist on the telephone number provided by *** ***. We ask that *** *** please allow up to hours for his telephone number to be removed from our system. If *** *** receives any additional calls after the hours, we ask that he contact us directly so we may further assist him.We value *** *** and sincerely apologize for any inconvenience he has experienced due to this matter. Thank you, *** ***

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 immediately contacted the store where I purchased the items the day the console was delivered they do not have my signature on that piece because I knew it was damaged and never would have signed it was delivered in a personelized vehicle unprotected dropped in door way and the man left instantlyI was on the phone with sales rep while he was still in my drive wayI have contacted them fo months starting the day of delieveryWhen they originally set the repair person to come out randy I believe he said both pieces were to be fixed so why all of a sudden after canceled repair dates they r lie in and saying only dining table is beyond meBut I have called conns store, corporate, csr, and delivery people a total of over times since janI do not want touch ups I want new like I orderedI see they also did not include the signed forms when I bought console that clearly states ZERO damages to floor model I bought signed by myself and store managermonths and they broke contract they did not deliver what I am paying for and they have not done any where near enough in months to correct their errorsmissed appointments and months later I am still stuck with damaged pieces also a sales rep came to my home to have me resign paperwork for loan a few days after deliver and he was shown damages in person and he agreed that they needed fixed and gave me corporate number as well as delivery number again to callI do not want repairs I want undamaged items that I paid for or a full refund for every single item ony orderU breached the contract not meAnd I have witnesses of the deliveries and the calls I made that day within minutes of the console being delivered
Regards,

Thank you for
the opportunity to respond to Mrs***s concerns regarding account
#***. Mrs*** stated she
returned her laptop and paid the 10% restocking fee; however, her account did
not close
According to
our records, Mrs*** did return the laptop and
pay the 10% restocking
fee. Due to a processing error the account
remained opened. We have corrected the
error and the account will close within 7-business days.
Mrs***
has not received any credit marks due to the delay in the account closing and
she will receive a close out letter within days of the account closing
We value Mrs
*** as a customer and sincerely apologize for any inconvenience she may
have experienced due to this matterThank you,Cheryle S***