Conn's Home Plus

Thank you for the opportunity to respond to Mrs [redacted] complaintOur records show on 5/10/14, Mrs [redacted] purchased a Tempurpedic Queen mattress and box spring both with a 48-month FurnitureGard Plan and receive a free 32” Haier television with her qualified purchase We received Mrs***’ complaint and found on 10/15/14; we received a return authorization from the manufacture to exchange her televisionOur records show we did not have the television in stock at the store location Mrs [redacted] original made her purchaseWe have submitted a transfer request to have the unit available for pickup at the store; the television will be available for pickup on 11/12/We sincerely apologize for any inconvenience Mrs [redacted] experienced as a result of delay If we may be of further assistance, Mrs [redacted] may contact Customer Service at [redacted] Kind regards, [redacted] ***

[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 [redacted] , 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, [redacted]

Thank you again for the opportunity to respond to [redacted] concerns regarding telephone calls he has received According to our records and recorded calls, our automated dialer called [redacted] on April 14, at 10:amThis telephone call was an automated message welcoming [redacted] as a Conn’s customer and reminding him of his due date This is a typical practice to provide a courtesy call for our new customers [redacted] called back on April 14, at 12:13pm and spoke with one of our customer service representatives regarding the automated call he received The customer service representative stated that it was a courtesy call to welcome [redacted] to Conn’s At that time [redacted] stated he does not wish to receive courtesy calls, because he knows when his payment is due At that time, a cease and desist was placed on the telephone numbers listed on [redacted] account Again, we value [redacted] as a customer and appreciate him bringing his concerns to our attention If [redacted] received additional calls to a different telephone number not listed on his account, he can provide the telephone number we called and we will be glad to further research his concernsThank you, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint I am not satisfied with this actionI literally just received a text telling me to call and make a paymentI am trying to buy a house and here it is my credit being affected about a payment that I did makeI have been harassed for the past month and half receiving calls several times a day and sending several faxes to resolve the issue and to this day I have yet to receive a call directly from Conn's corporate or any other department telling me that they have found the payment or yet calling me directly for the hassle that I have receivedNot to mention the $and change credit for the late feeI would like a "professional courtesy credit" or "customer satisfaction" creditThis matter should not take as long as it isI have tried to escalate this issue all the way to corporate but as usual every one at Conn's like to take their timeIt's unfortunate that a new customer is treated like this because I honestly thought this was a store that I could have a great relationship with but boy was I wrong Regards,

Thank you for the opportunity to respond to [redacted] ’s complaintOur records show on **14; [redacted] purchased the [redacted] *** furniture set which consist of four pieces (sofa, loveseat and two recliners) with a 48-month FurnitureGrad Plan, a 65” LG television with a 49-month Repair Service Agreement Plan and received a free 32” LG television with his qualified purchased We received [redacted] ’s complaint and found we attempted to delivery his furniture set on four separate occasions however; each time the units were damaged upon deliveryConn’s agreed to return the complete furniture set and issue a full refund to his ** accountOn ***/14; we submitted a request to process a credit in the amount of $to [redacted] ’s ** account At this time we are unable to honor [redacted] ’s request to void his current GE contract; we have submitted a request to have the refund credited towards his account [redacted] may also contact [redacted] with any questions regarding his accountWe sincerely apologize for any inconvenience [redacted] experienced during this process If we may be of further assistance, [redacted] may contact us at [redacted] Sincerely, [redacted] ***

Thank you for the opportunity to respond to Mrs [redacted] ’s additional commentsMrs [redacted] ’s complaint has been escalated to upper management for further review; Conn’s has agreed to void the original $concession that was offered on the table and issue a refund for her delivery charge for $We have submitted a check request for the refund to be mailed to Mrs [redacted] ’s residence; we ask to please allow 7-business days to receiveWe sincerely apologize for any inconvenience Mrs [redacted] experienced as a result of delivery If we may be of further assistance, Mrs [redacted] may contact customer service at [redacted] Kind regards, Jana [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.] I just had another service provider leave my house because an issue I've had a couple of timethe issue is vibration controlthis unit is suppose to have the VTR and I've had to have a tech come out twice to fix itwas told both times it needs adjustments to the adjustable legs Regards, I just had another service provider leave my house because an issue I've had a couple of timethe issue is vibration controlthis unit is suppose to have the VTR and I've had to have a tech come out twice to fix itwas told both times it needs adjustments to the adjustable legs needing to be adjustedmy question is how many times do I have to call because the vibration is causing it to need adjusted again and again

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint From: [redacted] Sent: Thursday, [redacted] **, 1:PM To: [redacted] Subject: complaint # [redacted] I received this message stating that the late fees would be reversedMy case was recently closed but I never received a credit for the $that was charged to me and I ended up paying the $out of my pocketThis case has still not been resolved as they never gave me a credit for $on my account and I had to pay the $in late feesI would just like a reimbursement for the $that I paid as a credit on my account Regards,

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint I still have not heard anything from Conns about the interest recalculationI am owed at least $or more and I want to hear something from them ASAP! Regards,

Thank you for the opportunity to respond to [redacted] concerns regarding account #[redacted] [redacted] stated he has requested to cancel the insurance and the warranties on the accounts According to our records, [redacted] signed a 32-month retail installment contract on June 18, That contract also included the Repair Service Agreements on his merchandise as well as property insurance We have attached a copy of [redacted] ’s payment history to validate that the service agreements and the insurance have been canceled and credited to his account The invoice credits applied will not reduce the minimum monthly payment due on the account The next payment of $will be due on October 18, We value [redacted] as a customer and appreciate the opportunity to assist him with this matter Thank you, [redacted]

Thank you for the opportunity to respond to Mrs [redacted] concerns regarding account # [redacted] Mrs [redacted] stated insurance was added to her contract and she provided proof of insuranceShe also stated we offered her a discount on her product because it was scratchedShe also stated she signed a new contract, but it has not been put in place According to our records, Mrs [redacted] signed a month retail installment contract on February 3, Mrs [redacted] signed a replacement contract on March 7, removing the insurance and added the discount she was to receive; however, the signature on that contract was not able to be verified We have attempted to contact Mrs***, but she has not returned our calls We will be glad to implement the second contract; however, Mrs [redacted] will need to provide a copy of her driver’s license Once that has been received, we can send her a new contract to sign through our online Docusign system We value Mrs [redacted] as a customer and appreciate her bringing her concerns to our attention We have provided a copy of both retail installment contracts as well as the payment history for her records Once we have received a valid signed contract, and it has been processed, the credit mark Mrs [redacted] has received can be removed Thank you, [redacted]

Cancellation of Insurance: Within days of the purchase date, the customer can cancel the insurance coverages for a FULL credit to the Conn’s account (see Details below) For Property Insurance, a cancellation request will be honored if the customer provides proof of homeowners/renters insurance If cancellation is requested more than days after the purchase date and before the account is paid in full or the insurance expires, the cancellation credit will be proratedCancellation of property insurance will require proof of homeowners/renters insurance.Details: To request a cancellation, you may contact the Conn’s Insurance department at [redacted] or by email at [redacted]

Thank you for the opportunity to respond to [redacted] complaint We attempted to contact [redacted] on 2/25/regarding her exchange approval and delivery, but we were unsuccessful in our attempt [redacted] is scheduled to receive her new dryer on Friday, February 25, We sincerely apologize to [redacted] for the experience and any convenience that was caused as a result of the delay in processing her exchange If we may be of further assistance, [redacted] may contact Customer Service Department at [redacted] Kind regards, [redacted]

New Roman"">Thank you for the opportunity to respond to ***’ complaint Our records show on [redacted] , ** [redacted] purchased a [redacted] 55” [redacted] TV with a (25-month Repair Service Agreement w/Accidental Damage) and a [redacted] soundbar with a (limited 1-year manufacturer warranty) ** [redacted] signed invoice indicates at the time of purchase he acknowledged he was provided a copy of Conn’s Return and Exchange Policy which states: A consumer has 30-days from the date of purchase to return or exchange (electronics and appliances) with the required 15% restocking fee ** [redacted] elected to take his TV and soundbar from our Charlotte, NC location store #***; ** [redacted] signed his invoice acknowledging both items were received in good order After researching ***’ complaint we found he contacted our service department on [redacted] (2-days) after taken his TV and soundbar from the store; stating the television picture was distorted We attempted to schedule ** [redacted] for service; however he refused to have his TV assessed and stated he would return the unit After further research we found ** [redacted] later returned his television and soundbar; ** ***’ $down-payment was used towards his 15% restocking fee We confirmed with the Operation Manager at store # [redacted] he assessed the unit while ** [redacted] was present and was unable to duplicate the problem that he mentioned in his complaint Therefore, we are unable to honor ***’ request to refund the $restocking fee If we may be of further assistance, ** [redacted] may contact our Customer Service Department at [redacted] Kind regards, [redacted] 5/25/ Complaint I have been getting repeat phone calls from Conns representatives asking for a [redacted] ***I have explained repeatedly to Conns that I do not know this person or why she is using my phone number and asked them to stopOn [redacted] Conns stated the calls will continueAny help would be greatly appreciatedThank you Desired Resolution I would like Conns to stop calling asking for a person I don't know Consumer Business Dialog

Thank you again for the opportunity to respond to Mr [redacted] 's concerns regarding his accounts We placed a cease and desist on the telephone numbers associated with Mr [redacted] 's accounts on March 23, We asked that Mr [redacted] allow hours for the cease and desist to become active in our system According to our records, Mr [redacted] has not received any additional calls after March 23, Thank you, Cheryle S [redacted]

Thank you for the opportunity to respond to [redacted] ’s complaint Our records show on 6/12/11, [redacted] purchased a Trevisio king bedroom set which consisted of eight pieces; headboard, footboard, rails, (2) accent chest, 7-drawer dresser, 5-drawer chest, and mirror with a limited 1-year manufacturer warranty which expired on 6/13/ [redacted] elected to have his bedroom set delivered; [redacted] signed acknowledging he received his bedroom set on 6/14/in good order We received [redacted] ’s complaint and found he contacted our service department on two separate occasions regarding his headboard · On 7/13/11, [redacted] contacted us; stating the headboard was squeaking, not sturdy, and was loose We attempted to contact [redacted] on several occasions to schedule service, however due to no response his service order was cancelled · On 8/09/11, [redacted] ’s service order was re-opened and he was scheduled for service on 8/13/ During [redacted] inspection the serviceman found the bed was squeaking and the legs on slat needed to be adjusted The serviceman adjusted the legs and tightened loose screws Our records show [redacted] contacted service on 9/04/requesting to have service on his bed rails; [redacted] was advised his items were no longer covered under warranty At this time we are unable to honor [redacted] ’s request for an exchange or refund; [redacted] bedroom furniture is no longer covered under warranty as of6/13/ If we may be of further assistance, [redacted] may contact Customer Service at [redacted] Kind regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint The company says that they did not receive my forms in the day period, however they mailed me a copy of my completed forms that were faxed to them I have completed the second set of forms and signed them electronically I received them yesterday, two weeks after the second refinance was discussedThe calls, emails, and letters are still continuing I was called times yesterday alone I have not received any hard copies of the forms, nor have I been told how much I need to pay this month Regards, [redacted] ***

Thank you for the opportunity to respond to Mr [redacted] concerns regarding his account Mr [redacted] stated he would like us to reinstate his cash option and close the account According to our records, Mr [redacted] signed a 18-month retail installment contract on [redacted] ** *** That contract also included a 6-month no interest financing promotion As of [redacted] ***, the cash-option will be reinstated and the account will be closed Please allow 7-business days for the account maintenance to be completed and the account to close We vale Mr [redacted] as a customer and sincerely apologize for any inconvenience he has experienced due to this matter

Thank you for the opportunity to respond to Mr [redacted] complaintOur records show on 1/17/15, Mr [redacted] purchased a [redacted] High Efficiency washer and dryer and an [redacted] stacking kit We received Mr [redacted] complaint and found there was a sales error regarding the stacking kit he receivedWe confirmed with the store manager that Mr [redacted] has received the correct stacking kit that is compatible with the washer and dryer he purchasedWe appreciate Mr [redacted] 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 [redacted] may contact customer service at [redacted] Kind regards, Dyeisha W [redacted]

Thank you for the opportunity to respond to [redacted] complaintOur records show on 11/11/13, [redacted] purchased a [redacted] computer with a 1-year limited manufacturer’s warrantyOn 6/20/14, [redacted] contacted us stating the keys were not responding to strokes on the keyboard [redacted] computer was sent to Conn’s service center and received on 6/30/14; upon inspection the technician adjusted the BIOS setting, reset settings back to factory settings and unit tested ok The computer was returned to the store for pickup on 7/1/ [redacted] contacted us again on 7/2/stating the computer is still not responding to strokes on the keyboardThe computer was sent back to service on 7/4/14; during inspection the technician found the unit had liquid damages and returned the computer to the store unrepaired due to liquid damages are not covered by the manufacturer’s warrantyAlthough the reported damages are not covered by the manufacturer’s warranty, Conn’s has agreed to repair the keyboard as a goodwill gesture If we may be of further assistance, [redacted] may contact us at [redacted] Kind regards, [redacted]