Conn's Home Plus

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. Conn's insists the bed delivered is the same bed I selected in the store; I refuse to believe it is Conn's provided no opportunity to purchase additional support for the mattress or information which would allow me to obtain the support the company believes I needed I purchased the said support from *** *** Furniture because the representatives at the Conn's store had no items that would provide the said support With the recommended support in place, the mattress offers no support, is pliable and shows no indication it was manufactured by ***I believe a suitable replacement mattress is in order or the need to seek legal counsel regarding this matter will be considered
Regards,
T*** T***

CASE ID: ***
On March 20, 2015 you provided the following information:
Thank
you for the opportunity to respond to *** *** additional commentsWe
received the Repair Service Agreement that *** *** stated was given
to him at the time of purchase and found the Terms and Condition during
that time states that a replacement is given if we are unable to repair
after three service attemptsHowever; out of the seven times *** *** has contacted us for service, six of the service calls has been
related to software issues which is not covered under the Terms and
Condition of the warranty Section (3) Exclusion; Letter (d); Conn’s service technician only repaired the unit once
Although
*** *** *** does not meet the qualification for an exchange;
in attempts to resolve this matter Conn’s is willing to exchange the
*** under the Terms and Conditions of the Repair Service agreement
as a gesture of goodwillWe no longer carry the *** *** ***
originally purchased therefore; we will issue an store credit for
$which was the original amount paid to re-select another ***
*** *** may visit his local Conn’s to initiate the exchange
At this time we are unable to honor *** *** request for additional compensation
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
[Provide details of why you are not satisfied with this resolution.]
Regards,
I don't think that this was negligence on my part I believe this is a result of a defective part maybe the reservoir where the detergent is dispensedI am not a technician to swear on that statement by I made several attempts to **t the company to admit that their product was defective to no avail they only responded with rust is not covered but but you think that clearly only a defect would cause so much damage and now it is just worn out to where it doesn't hold the screws to support the drum when it's agitating cause more damageI pray they are held liable and replace the item in question

Thank
you for the opportunity to respond to *** *** complaintOur records show
on 3/7/15, *** *** purchased the *** *** bedroom set which consist of
seven pieces
(headboard, legs, rails, cross-rails, dresser, mirror and media
chest) which all comes with a 1-year limited manufacturer’s warranty; no additional
coverage was purchased*** *** delivery was scheduled and received in good
order on 3/17/
We
received *** *** complaint and found she contacted our service department
on 3/28/stating both the rails and crossrails were brokenOur records show
the first available date to have a serviceman assess *** *** items in her
area is on 4/21/Therefore; as a gesture of goodwill Conn’s had agreed to
exchange both her rails and crossrails
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 do not believe that a hard plastic feeling seat is subjective to perception particularly when anyone who sits in it states there is no cushionThis is a bad business practiceIt is poor consumer relations espwhen I am a returning customer in good standingI did not ask for a refund, but an exchange and the electric recliner I wanted to exchange it for one that costs more with one of the selling points being a comfort coils system in the seatThis is esppoor customer relations for local retirees and total disrespect for good returning customersIn addition, more disrespect is shown when the clearly indicates *** *** * *** and I am referred to as "Ms***" - this demonstrates poor customer care and not paying attention to the consumer and their needs, I had originally chosen another chair and called to see if it was in stockWhen I got to the store I was told that the chair was erroneously marked as power online and that I would have to choose another chairThis chair was very important in my recuperation from shoulder replacement surgery that I had two days after it was delivered on Dec 12th and returned from the hospital a few days laterI was in extreme pain but was in a bind and had to endure one problem after another while trying to purchase a chairI did not want a lift chair but had to settle as that was all they had that wasn't leatherEven after the contract was drawn up and I watched all sorts of add ons etc adding more and more fees - then I find out that I did not buy enough to get the no interest and deferred - two reason why I chose Conn's and was told I would get the specials over the phone, then assured again whilst speaking with the salesman before trying out the chair and then once again after signing parts of the contractHowever, after signing the all of the contract the salesman could not input the price and terms discovering that I am $short of getting the special!!! That is the regular price - if all the fees and delivery fees (which I was told was free), taxes and other fillers were counted in the price I would have gotten the specialI should have got up and walked out right there but I was under duress and stressed that I would not have a much needed chair to recuperate in - a chair I was supposed to sleep in for the first week or two to stabilize my operative shoulderThis was not a vanity purchase but a necessary part of my recuperation There was so much back and forth between the salesman (whim I found out was new at around this point) and not one, but two managers I soon found myself not being able to follow what was or wasn't going on to the point of confusion , which apparently the staff was also because they kept having to consult each otherDuring that time, again I am signing papers, "forgot to sign here", "forgot to give me paper that I have to sign" etc, my head was spinning; not once was I told that there was a no return policy, although apparently it is in the contract I was rushed through, being given a brief synopsis to save time Had I not been so ill, I would have sat there and not trusted Conn's, taking hours to fine comb through it More time was spent explaining the damage insurance (and why it was mandatory ) I had to purchase than anything elseI was glad to get it over with and thought the task of obtaining a suitable chair was overNot soI am stuck with a terrible chair as a symbol of Conn's utter disregard and disrespect for excellent repeat customers who honor their debts and are in good standingI would think with so many of these complaints they would either makes exceptions or change their policy to other local furniture stores and have at least an exchange policy - a company who stands behind the quality of their furniture would have no probem exchanging the merchandiseThis no exchange policy is indicative of a business who knows their products are inferior and too bad for the customerBuyer Beware of Conn's
Regards,*** *** ***
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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
In my last response I provided proof that I returned the *** in February the contract MsS*** provided showing a credit was dated in JanuaryI believe that is enough for an investigation

Thank you for
the opportunity to respond Mr*** concerns about collection calls he
has received.
We will be
happy to place a cease and desist on the telephone number. If Mr*** would like to place a cease
and desist on the telephone number, he would
need to provide the number for
us. Once we receive the telephone
number, we will place a cease and desist request that can take up to hours
to processThank you,Cheryle S***
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[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 appreciate the acknowledgement that it was poor communications on Conn's part and that I will receive a full refund on my deposit (less restocking fee) I would hope this will be a heads up for salespeople to follow up with their customers and inform them on delivery issues Also, when you reach out to customers, don't call their home when you know they work and you have their work noto call them there I have been receiving numerous telephone calls from your District Manager leaving messages on my home phone when I am at work If you really wanted to contact me you have all my numbers and could have spoken to me at work However, I do appreciate the effort to call.Sincerely,*** ***

Thank you for the opportunity to respond to Mrs*** complaint
Our records show on 9/10/14, Mrs*** purchased the Austin Queen Hollywood
bedroom set which consisted of six pieces (headboard, footboard, rails, mirror,
dresser, and nightstand) and received a free 32” Haier
televisionMrs***’s
was scheduled and received delivery on 9/12/however; the dresser was not
available for immediate delivery
We received Mrs***’s complaint and found the Hollywood
dresser is currently on back order and is scheduled to arrive on 10/15/On
10/09/14, we contacted Mrs*** to discuss her concerns; Conn’s has offered
Mrs*** the option to return/exchange the bedroom set or wait until the
dresser becomes available and receive a discount on setMrs*** stated she
will contact us on Monday 10/13/14, to inform us of her decision regarding this
matterWe sincerely apologize for any inconvenience Mrs*** experienced as
a result of delay receiving all her merchandise.
If we may be of further assistance, Mrs*** may contact us
directly at ***
*** ***

Thank you for the opportunity to respond to ***’ additional comments. As previously stated at ***’ request he elected to receive a refund in lieu of his exchange. Since responding to ***' original response he has returned the old unit and a credit of $1,was applied to ***’ *** account on ***. For better assistance regarding his *** account he will need to contact Synchrony directly at ***. If we may be of further assistance, *** may contact our Customer Service Department 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
Sent: Wednesday, June 10, 2:PM To: drteam Cc: *** Subject: Revdex.com Complaint # *** Importance: High Hello Revdex.com, please print off and add the attached documents to my complaint. The debt has been settled based on the attached documents. I have already contacted a lawyer and provided all documentation and recordings from Conn's Appliances basically threatening to continue to ruin my credit. I will need the final results of the Revdex.com's investigation. I will be filing my lawsuit against Conn's Appliances in July and would like to know if I could have the results of your investigation in July, 2015. If any additional information is needed, please contact me at this email address Thanks and BE BLESSED, *** ***
Regards,

Thank you for the opportunity to respond to *** *** concerns regarding her accounts. *** *** stated her accounts were supposed to be combined; however, this
process has not been completed yet
According to our records, we received incomplete
paperwork and
the cash-option letter was not filled out correctly. We emailed
*** *** a new form to fill out and send back through our docusign
method, and we have not received it back as of April 17,
Once we the documents are returned to us, we will
proceed with the combining of *** *** accounts
We value *** *** as a customer and appreciate
her bringing her concerns to our attention. Thank you,*** ***

Thank you for the opportunity to respond to *** *** complaintOur records show on 7/9/14, *** *** purchased the *** *** *** bedroom set which
consisted of seven pieces (headboard, footboard, rails,
dresser, mirror and two night stands) all with a 1-year limited manufactures
warranty
We show *** *** contacted
our service department on 10/24/stating the bed rails were bending which is
causing the mattress to sink inA service appointment was scheduled; during
the inspection the serviceman found parts were needed to complete repairs
Before all parts were received, *** *** contacted us again stating the bed
collapsed on one side and the frame broke*** *** was scheduled to complete
repairs on 12/24/14; however upon arrival the serviceman found the newly
reported damages was beyond repair and would need to order the side rail to
complete repairs
Our records show on 2/03/15,
the manufacture approved an exchange on *** ***’s bed rails which was
delivered on 2/10/Conn’s has agreed to issue a $credit to *** *** account due to the service delayWe sincerely apologize for any
inconvenience Mrand *** *** experienced as a result of delay
If we may be of further assistance, *** *** may contact customer
service at ***
Kind regards,
*** ***

Thank you for the opportunity to respond to Mrs*** complaintOur records show on 3/13/13, Mr*** was approved for an exchange
on his furniture and reselected the Albany Winston sectional set which
consisted of two pieces (right arm and left arm sofa) with a 48-month
Repair
Service Agreement Plan
We received Mrs*** complaint and found she contacted the
service department on 9/30/stating the seat cushions was cracking on the
left arm of the sectionalA service appointment was scheduled for 10/18/14;
upon inspection the serviceman found the seat cushion cover was cracking in
several areas and submitted information for reviewA Conn’s furniture claims
representative contacted Mr*** on 10/27/and informed him that based
on the serviceman’s finding and photos, cracking and peeling of the material is
not covered under the Terms and Conditions of the FurnitureGard PlanPlease
refer to your Terms and Condition 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 order replacement cushions and ship the material
to Mrs*** resident to complete installationWe sincerely apologize for
any inconvenience Mrand Mrs*** experienced during this process
If we may be of further assistance, Mrs*** may contact us at
1-877-358-
*** ***

Thank you for the opportunity to respond to Mrs*** complaint
Our records show on 8/**/14, Mrs*** purchased a Holland House Hillsboro
dinning set which consist of seven pieces ( table and six chairs) with a 1-year
limited manufacturer’s warrantyMrs*** signed her delivery
ticket
verifying she received her dinning set on 8/14/in good order
We received Mrs*** complaint and found she contacted our
service department on 9/8/stating the top of the headrest came off on one of
the dining chairs A service appointment
was scheduled for 9/8/14; upon inspection the serviceman found the top rail of
the chair had a broken dowel and reported the chair was non-repairableThe
serviceman also found the dining table had rub marks and was able to touch up
and buff the table to repairThe serviceman notated Mrs*** pointed out
hair line scratch marks on the table as well however; the marks were too small
to be repaired
After further review of the serviceman’s finding and photos
provided, Conn’s agreed to issue an exchange for the damaged chair however;
scratches on the table are not covered by the manufacturer’s warranty therefore
we are unable to exchange the dining tableOn 10/3/14, a service claim
representative attempted to contact Mrs*** to notify her of the exchange
for her chair however; they were unsuccessful in their attemptMrs*** may
contact her nearest Conn’s location to initiate the exchange
If we may be of further assistance, Mrs*** may contact us at ***
*** ***

Thank you for the
opportunity to respond to *** *** complaintOur records show on 3/1/14,
*** *** purchased a *** 75” *** TV and elected to purchase a 25-month
Repair Service Agreement with Accidental Coverage
We reviewed *** ***
complaint and found she has only
had one service call with Conn’sOn 8/21/14,
*** *** contacted our service department stating there were vertical lines
on her television screen however; the picture and audio was workingA service
appointment was scheduled on 8/25/15; during the inspection the technician
found a new panel was needed to complete repairsOnce the part arrived, the
technician installed the new panel and reported the television was functioning
properly
Upon further research we
found on 6/1/15, *** *** RSA/Accidental Coverage was voided due to her
account status with Conn’s as listed under the Terms and ConditionsMrs
Leake’s television is also no longer covered under the Terms and Conditions of
the 1-year limited manufacturer’s warranty which expired on 3/1/We show on
7/2/15, *** *** contacted our service department for repairs on her
televisionHowever; she was advised she will be responsible for any service
fees due to the unit no longer had coverage under the manufacturer’s warranty
or RSA/Accidental Plan
At this time we are unable
to honor *** *** request; her RSA/Accidental Plan was voided as listed
under the Terms and Conditions Number
(6) Cancellation: non-payment
If
we may be of further assistance, *** *** may contact our customer service
department at ***.Kind regards,Dyeshia W***
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Thank
you for the opportunity to respond to Mr***’s compliantWe received Mr
***’s compliant and found that his issue has been addressed by the
district
managerConn’s has agreed to honor Mr***’s request and will refund his
original delivery fee of $to his GE account due to the delivery delayWe
appreciate Mr*** for bringing this matter to our attention and will
address this issue with all parties involved to continue improving the
communication between our store locations and delivery teamWe sincerely
apologize for any inconvenience Mr*** experienced during this processIf
we may be of further assistance, Mr*** may contact customer service at
1-877-358-Kind
regards,
Dyeisha
W***

Thank you for the opportunity to respond to Mr*** complaint. Our records show on11/23/14, Mr*** purchased a *** Furniture *** furniture set which consisted of three pieces; left front sofa, right front chaise, and cocktail ottoman with a 48-month Furnituregard Plan on all three
pieces. Mr*** elected to have his furniture delivered; we show Mr*** delivery was completed on11/25/Mr*** contacted our service department on12/01/14regarding his Soho sofa and cocktail ottoman; he stated both units were faded and torn. A service call was scheduled for12/10/14; during the inspection the serviceman found the sofa had small knicks on all three seat cushions and the ottoman had a knick as well. The serviceman found that the area where the knicks are is an area with traffic. After reviewing Mr*** service history we found Conn’s agreed to exchange his sofa and ottoman as a gesture of goodwill. Mr*** exchange was approved on12/15/14; we show a service claim representative contacted Mr*** and advised him of the exchange approvalMr*** contacted our Customer Service Department on12/22/14; requesting to have all three Soho furniture pieces exchanged. On12/23/14, a customer service agent contacted Mr***; during the conversation he stated he was unsatisfied with his exchange approval. Mr*** stated he wanted to select a new furniture set; Mr*** was informed the serviceman did not inspection the chaise therefore we could not honor his request to exchange all three furniture pieces. The customer service agent suggested for Mr*** to contact service and schedule an appointment to have the chaise assessed, Mr*** declined. At this time we are unable to honor Mr*** request to exchange his chaise that has not been inspected; Mr*** exchange was approved on the two inspected damaged pieces. He may visit his local Conn’s location to initiate the approved exchange. If Mr*** is in need of service on his *** chaise he may contact our service department at 1-855-266-6349 to schedule an appointment If we may be of further assistance, Mr*** may contact our Customer Service Department at *** Sincerely, Jana ***

Thank you for the opportunity to respond to Mr*** complaint. Our records show on 10/18/14, Mr*** purchased a Tempurpedic Supreme Breeze King mattress with a 48-month Furnituregard Plan, (2) Tempurpedic twin XL adjustable bases with a 48-month Furnituregard Plan on both
bases, and a Maverick recliner with a 48-month Furnituregard Plan totaling $7,169.35. Mr*** was scheduled for delivery on 10/30/14; upon delivery Mr*** declined his order. Per our records Mr*** requested a head and foot adjustable base, initially he purchase (2) head only adjustable bases. Mr*** was unwilling to pay the cost for the double head/foot adjustable bases; therefore he cancelled his entire order. Mr***’s application for credit is still valid and may be used at any local Conn’s location. If we may be of further assistance, Mr*** may contact Customer Service Department at *** Kind regards,
*** ***

Thank you for
the opportunity to respond to *** *** complaint regarding a purchase
made under the name *** ***. Our records show on ***
","serif">/14, *** *** purchased
a *** 75” *** *** TV (with a 49-month Repair Service Agreement).
After researching *** *** complaint we found she was misinformed
regarding television features. Due to the information that *** *** was
given; Conn’s has agreed to honor her request to exchange her television
without a restocking fee. We attempted to contact *** *** regarding
her concerns and exchange approval, but we were unsuccessful in our
attempt*** *** may visit her nearest Conn’s location to
re-select a new television; *** *** will need to take back her old
television to initiate the exchange
If we may be of
further assistance, *** *** may contact *** *** *** at ###-###-####
Kind regards,
*** ***