Conn's Home Plus

Thank you for the opportunity to respond to *** *** complaintWe attempted to contact *** *** on 4/15/and 4/16/
to address his concerns however; we were
successful in our attempts
To better assist *** *** we ask that he
contact us directly at ***
Kind
regards,
*** ***

Thank you for the opportunity to respond to Mrs*** complaint
Our records show on 1/04/13, Mrs*** purchased a Frigidaire washer and
dryer both with a 36-month Repair Service Agreement PlanMrs***’ washer
and dryer was scheduled for delivery and received in good order on
1/5/
We received Mrs***’ complaint and found she contacted our
service department on several occasions regarding her washer and dryer dated
from 6/13/to 10/29/Mrs***’ last service call on her washer was
received on 9/30/14; stating the light would not come on when trying to use the
washerAfter further reviewing Mrs***’s service needs regarding the
washer, Conn’s agreed to exchange the unit under the terms and condition of the
Repair Service AgreementOur records show on 10/30/14, Mr*** re-selected
a Samsung washer which is scheduled for delivery today 10/31/
Mrs***’ last service call on her dryer was received on
10/29/stating the unit does not heat up or dry any clothesMrs***’
service appointment is scheduled for 11/05/14; once the technician assesses the
dryer we can determine what further actions are needed to repair the unitAt this
time Mrs***’s dryer does not meet the qualification for an exchange; we
will continue with serviceWe sincerely apologize for any inconvenience Mrs
*** experienced as a result to repairs
If we may be of further assistance, Mrs*** contact us at *** ***

Thank you for the opportunity to respond to Mr
***’s
complaintOur records show on 12/05/14, Mr*** purchased a ** French Door
refrigerator with a
48-month Repair Service Agreement Plan at a
clearance/discounted price of $and received delivery on 12/06/
We received Mr***’s
complaint and found his issue has been addressedMr*** was approved for
an exchange and re-selected a *** Four Door refrigerator which was
delivered in good order on 1/20/We appreciate Mr*** for bringing this
matter to our attention and we will address this issue with all parties
involvedWe sincerely apologize for any inconvenience Mr*** experienced
as a result of miscommunication
If we may be of further assistance, Mr*** may contact customer
service at ***
Kind regards,
Kathryn
J***

Thank you for the opportunity to respond to ***
***’ concerns regarding account #***. ***
stated her contract was incorrect and she had to have the store manager fix the
account.
We have credited ***’ account in the amount of
$48.84.
Once the credit posts to the account, we will submit the account to
close. Please allow 10-business days for the credit to post and the account
to close*** will receive a close-out letter
within days of the account closing
We value *** as a customer and sincerely
apologize for any inconvenience she has experienced due to this matterThank you,
*** ***

Revdex.com:
This letter is to inform you that Conn's has carried out to my satisfaction the resolution it proposed for my complaint, filed on 3/20/6:51:PM and assigned ID ***Sent: Monday, April 13, 8:PM To: drteam Subject: RE: Complaint #*** Hi I received today...the issue is now resolved.. J***
Regards,

Thank you for
the opportunity to respond to *** *** concerns regarding account
***. *** *** stated we have
been calling his ex-wife regarding his account
According to
our records, *** *** contacted our office on December 6, regarding
the
collection calls. The agent *** ***
spoke with placed a cease and desist on the telephone number for *** ***’s
ex-wife at that time.
Please note,
it takes hours for the system to update and to remove telephone numbers from
our system. The automated system has not
placed any calls to the telephone number provided by *** *** since
December 7,
As of December
9, *** ***’s account has been brought to a zero balance and no
further telephone calls will be placed regarding the account
We value *** *** as a customer and appreciate him bringing this matter to our
attention. Thank you,*** ***

Thank you
for the opportunity to respond to *** *** additional comments. Conn’s has honored our previous agreement to
*** *** through the Revdex.com. As
previously stated we processed and mailed two $gift cards to ***
***’ residence; the tracking number for the gift cards is
***Although we were unable to confirm if *** *** was
offered $in gift cards; Conn’s submitted another $gift card on
1/19/which was mailed to her residence; the tracking number
***. USPS online
tracking shows both a notice was left to pick up both envelopes. *** *** will need to contact her local
post office to sign for the certified mail.
At this time
we are unable to honor *** *** request to further defer her monthly payments
As listed on the contract she signed at the time of purchase her first payment was
due on 12/01/14; any payments received more than 30-days after the due is may
be subject to negative activities being reported to the credit bureau
If we may be
of further assistance, *** *** may contact us at 1-877-358-
Sincerely,
***
***

Thank
you for the opportunity to respond to Mrs***’s complaint regarding a
purchase under the name *** ***Our records show on 12/28/14, Mr
***
purchased a LG High Efficiency washer and dryer both with a 24-month
Repair Service Agreement and two LG pedestalsMr*** signed his invoice
and contract acknowledging he was aware of all merchandise and prices listed at
the time of purchaseWe show Mr*** picked up his products the
following day, 12/29/from Conn’s located in Chandler, AZ
After further researching Mrs***’s compliant, we found Conn’s
did have a promotional offer to receive two free pedestals with the purchase of
a select washer and dryer pair and receive free next day delivery (where
offered)However, the washer and dryer Mr***’s elected did not meet
the qualification to receive two free pedestalsMr***’s purchase did qualify
for free next day delivery however; Conn’s delivery team schedules appointments
based on availability and we were unable to scheduled Mr***’s
appointment the following day therefore he elected the option to pickup his
merchandise
At this time we are unable to honor Mrs***’s request; Mr
***’s contract he received at the time of purchase provides details
regarding all items purchased, his monthly payments and the due date for each
paymentWe sincerely apologize for any inconvenience Mrs*** experienced
during this process
If we may be of further assistance, Mrs*** may contact
customer service at ***
Kind
regards,
Dyeisha
***

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 am grateful they honored the refrigerator agreement of 50% off that was written and that I am ok withThough the manager did know he was sending me a damaged one because he stated that they had none of those refrigerators and they had a damaged one and some way he found one and it was the damaged oneIt was not the delivery men that damaged it like you saidSo I have been lied too againBut thank you for honoring that partAnd I accept that part of the agreement.Now about the 65" ** *** television; original bought this on 1/9/and the invoice was redone on 1/14/because of they messed up the orderThe sale person Caleb *** was a horrible sales person, he kept disappearing on us and didn't have the answers to my questionsI was lied too about having parts for dishwasher & refrigerator and had to go back and I saw they had them instead of saying "oh I am sorry" they redid my invoice and added them onWhen I purshase these items I wanted all the large items delivered including the TV because I had nowhere to put it with out the stand that I purchasedWhen I went to the front they had my tablet, sound bar and the Television waiting for me and I said I didn't want to take the tv right now..and before I knew it they were loading it on my truck...since I was so mad at them about the service I just let it goIT WAS NOT MY CHOICE TO TAKE THE TV! I felt I was forced to take it and not it makes me think that they knew something was wrong with the tvI also would of purchsed the extented warranty if I was offered to meI was not offered this serviceNow Conn's customer service was trying to sale me an extented warranty to cover the TVAnd I stated it would not cover it because it is a pre-existing conditionI did not damage this tv..it worked for almost weeks and then lines showed upI beleive this was cracked during the making of this tv because it was so small I couldn't even see itIf it worked at factory then they would of just boxed up and sent it on its way to consumersThe ** repair man when I asked him if he thought it could of been done there while being made he said yes it looks and seems like it could of been and he thought ** would cover this..he was just as surprised as I was that they did not unless I have an extended warrantySo he stated that the place I purchased it from should exchange for usAnd at my surprise I have been calling and leaving messages have records of dates and times with no return calls or messagesAnd once they called me at 6am and no message left!! I just want my TV repaired or exchangedI did nothing to this tv it was like this when I purchased it, I truly beleive in good customer service that Conn's as a new company here in *** would take care of me and I am still fighting to get this resolveI am not going away if I have to post to social media, TV stations and what ever I need to do I willMy last step is taking Conn's to court over something so simple that could be fixedI am paying $for something that does not work and it is a faulty screenI did not do this, I would be willing to take a lie detector test over this I just do not feel this is good business practice to treat your buyers this wayI am not a bad person just want something I purchased to work and I feel it shouldn't be so hard and such a headache that clearly it was damaged alreadyPlease help me make this rightSomeone at Conn's has to be able to help me with this
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
[Provide details of why you are not satisfied with this resolution.]
Regards,
12/24/2014- Conns did call me today, demanding a payment, again they continued to demand an incorrect amount and past billing information that is I constituencies with a payment history they sent meThe call today was escalated to a "supervisor" who stated if I paid them 17.$ it would bring account to currentThey also claimed that the *** had sent them notice stating you reviewed my account with them and saw nothing wrong

Thank you for the
opportunity to respond to *** *** complaintOur records show on
11/25/11, *** *** purchased a *** washer and dryer both with a
48-month Repair Service Agreement
We reviewed *** ***’ service history and found that she has contacted our
service
department twice regarding repairs for her dryer (1/14/and 5/15/15) and once
for repairs on her washer (5/15/15)During *** *** last service
inspection on 5/22/15; the technician found parts were to complete repairs for
both the washer and dryerOur records show we have received the parts and *** *** is currently scheduled for repair on 5/59/We sincerely apologize for
the miscommunication *** *** received regarding the time of her
scheduled service appointment
At this time *** ***’ washer and dryer does not meet the qualifications for an exchangeAs
a gesture of goodwill, Conn’s will mail *** *** a $gift card for any
inconvenience she experienced as a result of delay
If we may be of further
assistance, *** *** may contact Customer Service at ***
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,
Unfortunately *** Your response comes across very cannedPlease understand that after questioning some others who have dealt with Conns (lack of) service department and also speaking with a few front end delivery people that work at Conns, it is my observation that my experience is the rule, NOT the exception. I should NEVER ever had to file this complaint with the Revdex.com, I should NEVER have had to send a formal complaint into your "special complaint department"
If I was to behave in the manner of your (lack of) service department I would simply let this Revdex.com isue close instead of rejecting itBut see Ms *** I am doing what your company pretty much failed on all accounts to dotell me what the heck was going on!
So as annoying as this ismy issue is NEVER going to be resolved -- I will let this Revdex.com eventually close however, you and your department (unfortunately mainly you because you have chosen to be the spokesperson for your department) really need to actually determine what the words "customer" and "service" actually mean
- A customer is someone who buys a product from your store and in doing so, expects in good faith that you will provide them with help should something go awrythey are NOT simply a person to take money from
- Service is a much broader thinghowever, in a nutshell it involves the following
A - Setting realistic expectations if something needs to be fixed how long it might take (to his credit when the repairman knew the part was going to take a while, he told me)
B - Contacting the Customer at the very least the day before to let them know a service person was coming out (this NEVER happenedthe times your repair man came out it was un announced and I had to give him a code to get into my house)
C - If a part comes in, or something is going to be delayed, Call the customer and give them a STATUS UPDATE
D - keep accurate record if/when a customer calls in so they do not have to start from the beginning each time AND your agents can refer back to the timeline of what is happening (there were at least calls where agents did NOT take notes, I know, because I asked)
sorry for the lecture *** but, I do not think that Conns really gives a rats patootie about my awful experience nor do I think Conns as a whole really cares about their service side of things
I will give you ONE small ounce of credit, at least (it would seem) that you have a US based service crew as opposed to sending those jobs to an offshore company
The company you work for has a sucky service departmentIf you are the head of it, and TRULY careStep up your game
***

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
There seems to be a never ending lists inflamatory excuses why no one can help usWe have heard a handful during our calls to customer serviceWe never really got any consistentcy in reasoning while being ping ponged between customer service and corprateThis latest responce was completely void of any proposed actionI'm sure no one would ever assume the use of a bed to be so narrow and exactYou should hold a training session on how to use your products before lending your creditWe only spend 8-hours in our bedroom and only lie on our bedEven if there was any misuse or over use- the result should not have only effected one half of the bed after only monthsWe rotated it and the other side had months of the exact same use without the same effect.Credit our debt to you with $or more immediatly or we will consider our ontract and debt with Conns completeThis notice shall serve as a cease and desist notice againts any future communicationsIf no compensation is recieved than no more payments will be made from us to ConnsWe will contiually comunicate our dissatisfaction in all availble public forums to warn all potential customers from doing business with Conns

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
Complaint Detail / ProblemNature of Complaint:Refund / Exchange Issues - The company failed to honor a verbal commitment to provide refunds, exchanges, or creditselectProblem:Thank you for giving me a opportunity to respond to Conn's letterNow they are right I did go to the store on 05/05/and purchased a bedroom setThe salesperson helped me and I told him I am total disable and need a firm mattressso he show me a bedroom set and I sat on a mattress and told him that it was to soft and he said ok so we did not walk around and look at any mattress at all and I have the delivery ticketI was not at home when they came out they call and my son told him I was not at homeThey called and said they would be here in minutes and my son said okBy the time I came home it was to late so I started calling the next dayI called to file a complaint the next day about the mattress because the salesperson did not tell me about there policy if I would've knew about it I wouldn't have bought anythingI feel like it was a problem because I called within hours of the delivery and it was delivered to my house with my son who did not know anything about my purchaseMy son signed the ticket and all I was wanting was a firm mattressThank you for your help may god bless you all.TranslateDesired Settlement / OutcomeDesired Settlement:selectDesired Outcome:I wanted a replacement but now I would like to be through with all of this please get your furniture
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
From: *** [mailto:***]
Sent: Thursday, November 20, 12:PM
To: drteam
Subject: RE: #***
I have not heard from Conn's as of today I thought their agreement was to refund me but, when I called the number on the letter to check the status, the person I spoke with had no knowledge of this dispute.
So no I haven't heard from Conn's
Thank you
Regards,

Thank you for the
opportunity to respond to Mr***’s complaintOur record show on 4/4/15,
Mr*** purchased a ** French Door refri**rator, ** water filter and a **
hokit
After further review of Mr
***’s complaint, Conn’s has agreed to return the water
filter and issue a
refund if the item is in its original packagingMr*** may return the
water filter to his nearest Conn’s to initiate the refundWe appreciate Mr
*** for bring this matter to our attention and we sincerely apologize for
any inconvenience he experienced during this process
If we may be of further
assistance, Mr*** may contact Customer Service at 1-877-358-
Kind regards,
*** ***

Thank you for
the opportunity to respond to *** *** concerns regarding promotional
letters and calls she has been receiving
We have placed
a cease and desist on the telephone numbers provided by *** ***, as well
as, removed her name from the mailing list
Please allow
up to hours for the process to complete.
If *** *** receives any further mailings or phone calls after the
hour period, we ask that she contact us directly so we may address it further
We value *** *** and apologize for any inconvenience she has experienced due to this
matterThank you,*** ***

Thank you again for the opportunity to respond to *** concerns regarding her accounts.
We are currently in the process of refinancing Mrs
Bunch’s accounts.
If she has any questions or needs further assistance,
we ask that she contact us directly
We value *** *** as a customer and greatly appreciate
her bringing her concerns to our attentionThank you,Cheryle S***

Thank you for
the opportunity to respond to MrsC*** concerns regarding account
#38467636. MrsC*** stated she paid
her account in full in August and never received a letter stating the
account was closed
According to
our records, MrsC*** account has
been closed as of August 26, 2014. We have mailed two previous close-out letters to the address on
file. We have included a copy of the letter
for MrsC*** records
We value Mrs
C*** as a customer and sincerely apologize for any inconvenience she has
experienced due to this matter.Thank you,Cheryle S***

Thank you for the opportunity to respond to *** ***
complaint. Our records show on 4/16/15, Mrs***
purchased a
*** high efficiency washer and dryer with a (24-month Repair
Service Agreement) on both units. After further research we found there
was a delay with completing *** *** delivery due to the items being
delivered at a new address which was not listed on her invoice and *** *** not being available; however as of 4/20/15 *** ***
received her washer and dryer. *** *** signed her delivery ticket
acknowledging her washer and dryer were delivered and received in good
order. We sincerely apologize to *** *** for the experience and any
inconvenience that was caused as a result of the delayed delivery
If we may be of further assistance, *** *** may contact our
*** *** Department at ***
Kind regards,
*** ***
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