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
I was not told the item was on back order how ever I did recieve a new item after I filed this claim Again this company fails to communicate with the customers
Regards,
***

Thank you for the opportunity to
respond to *** ***’s complaintOur records show on ***, *** *** purchased the ***
*** Queen Bedroom set which consisted of seven pieces (headboard, footboard,
rails, dresser, two nightstands and mirror) and the *** *** ***
King
Bedroom set which consisted of eight pieces (headboard, footboard, rails,
dresser, two nightstands, chest and mirror)*** ***’s delivery was
scheduled on ***; all items were received except for the two ***
nightstands and King *** footboard due to the item not being available
for immediate delivery
After further review and
research of *** ***’s complaint, Conn’s agreed to exchange her complete
*** King Bedroom set due to the footboard currently being on backorder
with the manufactureWe did receive both of *** ***’s nightstands and
scheduled her for delivery on ***Our records show *** *** re-selected
the *** *** *** King Bedroom set which was delivered and received
on good order on ***As a gesture of goodwill, we submitted a $*** gift
card to be mailed to *** ***’s residence for her inconvenience; please
allow 7-business days to receive (*** tracking number ***)
We sincerely apologize for any inconvenience *** *** experienced during
this process
If we may be of
further assistance, *** *** may contact customer service at ***
Sincerely,
*** ***
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Thank you for the opportunity to
respond to *** ***'s additional comments*** *** was contacted on
***, and he advised as of today he still has not received the rebate check
that was mailed on ***. Conn’s has
offered to stop payment on the check and apply the refund to one of his Conn’s accounts. *** *** has accepted our offer and
requested the $to be applied to his account that ends with ***. We ask that *** *** please allow 2-
business days for the credit to reflect on this account
If *** *** has any additional questions or concerns may
contact us at ***
King regards,
*** ***

Thank you for
the opportunity to respond to ***’s concerns regarding account #
***. *** stated the account
should be closed
According to
our records, **s*** signed a 12-month retail installment contract on ***(. On ***
the
laptop was returned to the store and a credit of $*** was applied to the
account. An additional credit in the
amount of $***.** was applied to the account on ***. *** submitted a payment in the amount
of $*** on *** which closed the account.
**and **s
*** will receive a close out letter within days of the account closing. I have attached a copy of **and **s***’s
payment history for their records,
We value **
and **s*** as customers and appreciate them bringing their concerns to our
attentionThank you,*** ***

Thank you for the opportunity to respond to ***'s additional concerns regarding her account. *** stated she has not received the close-out letter regarding her account and the credit marks have not been removed. According to our records, we mailed an account close-out letter to *** on May 4, 2015. On July 20, 2015, *** called our customer service department and stated she had not received the letter. As of July 20, 2015, we submitted the request to send her another close out letter regarding the account. *** stated she checked her credit reports and Conn's has reported the account as late. According to our records, we have corrected any errors reported to the credit bureaus. We ask that *** please allow time for the credit bureaus to update their files. If *** would like, she may fax over a copy of her credit report to *** for further review.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
As you can see by *** response, all they do is say they are unable to reinstate the cash option, even after I clearly said I will be paying the full amount this weekThis is a prime example of this companies robotic treatment of customer concerns and escalationsThey do not careThere is no personal touch to their customer service and there is no offer for alternative methods of resolving an issue.From the beginning, it's always been "I'm sorry but we are unable to.." As a response for everything from missed deliveries, to defective equipment, to price adjustmentsThat's always their first responseIf you want to get anywhere with this company, I've learned that it takes exhaustive amounts of persistence before anyone cares enough to actually do somethingWhile I don't have the time or energy to continue calling as I usually would, I will not mark this complaint as resolved until someone from *** actually at least pretends to care. As stated before, the full amount will be paid this week and *** will no longer receive business from meI understand that *** is unwilling to reinstate the cash option.
Regards,

Thank you for the opportunity to
respond to MrsM*** concerns regarding account # ***. MrsM*** stated her contract is wrong, she
was unable to return a smart phone, and she was charged for insurance.
According to our records, MrsM***
signed a 32-month
retail installment contract on November 8, 2014. She did purchase a smart phone. We have a no return or exchange policy on phones; however, MrsM*** can
call the manufacture if she is having issues with the phone.
MrsM*** also stated she was charged for insurance on the contract;
however, she has home owner’s insurance.
MrsM*** can fax a copy of her homeowner’s declaration page to ***-***-***
and receive full credit for the insurance on the contract. We ask that MrsM*** please note the
account number on the fax for a faster response time
MrsM*** then stated she believes her contract is wrong. We have attached a copy of the contract for
MrsM*** records. MrsM*** also
received two invoice credits in the amount of $and one for $on
November 13, 2014. Please note, invoice
credits do not change the minimum monthly payment that is due
MrsM*** said she was charged a fee of almost $on each item for
repairs. If MrsM*** has decided she
does not want the repair service agreements on the items we can cancel them for
a pro-rated refund. We have also
attached the *** cancelation form for her convenience
We value MrsM*** as a customer and appreciate her bringing her concerns
to our attention

Thank you for the opportunity to respond to *** ***
complaint. Our records show on 2/08/15, *** *** purchased a
*** ***
door refrigerator with a (24-month Repair Service
Agreement). *** ***’s signed invoice indicates at the time of purchase
she acknowledged the refrigerator purchased was a floor model and sold as is at
a discounted price; the retail price of *** ***’s refrigerator is $5,
she purchased it at $3,
After researching *** ***’s complaint we found at the time of
delivery *** *** refused the refrigerator; stating the refrigerator was
damaged and not in the condition or met her expectations. The
refrigerator was returned and a full credit of $4,was submitted to close
*** ***’s account at a zero balance.
*** *** contacted our Customer Service Department on 2/16/15; *** *** expressed her dissatisfaction and her request was to
purchase a new refrigerator at the same discounted price. *** *** was
informed she would have to pay the regular retail price to receive a new
refrigerator. *** *** declined the offer. Therefore, we are
unable to honor her request.
If we may be of further assistance, *** *** may contact customer
service at ***
Kind regards,
Thank you,
*** ***

Thank
you for the opportunity to respond to Mr*** additional comments. We would like to apologize to Mr*** for the lack of communication and service delay he experienced.
We received Mr*** Revdex.com complaint on 9/29/14; however his exchange had already been processed on 9/26/14 due to the 30-day service repair
delay We appreciate Mr*** for bringing his concerns to our attention
this matter was discussed with the people involved to ensure it is not repeated
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. Our records show on */06/12, *** *** purchased
a
*** *** door refrigerator with a 48-month Repair Service Agreement; *** *** refrigerator was purchased from our ***, TX location as a
floor model and he signed acknowledging his refrigerator was received from that
location in good order
*** *** contacted our service department on **/06/14 regarding his refrigerator; stating the refrigerator was not
dispensing ice. We attempted to schedule an appointment for service, but
due to a communication error with Conn’s *** *** service order was
cancelled. The service order was re-opened on **/13/14 and scheduled for service on **/19/14. During the inspection the technician found the icemaker
needed to be replaced. The technician replaced the icemaker, tested the
refrigerator and the unit tested ok.
We attempted to contact *** *** on **/03/14 regarding his service repair, but we were unsuccessful in
our attempt to reach him. We sincerely apologize to *** *** for the
experience and any inconvenience that was caused as a result of the delay.
If we may be of further assistance, *** *** may contact *** *** *** at ***
Kind regards,
*** ***

Thank you for the opportunity to respond to *** *** concerns regarding her accounts. *** *** stated she has received a negative credit mark in error.
According to our records, *** *** accounts
were in the middle of a refinance process when she
received the day credit
mark on account #***.
As a one-time exception and a goodwill gesture, we
are removing the credit mark due to the refinance being in process.
Please note, it may take the credit bureaus 30-days
to update their records to reflect the new information.
We value *** *** as a customer and sincerely apologize
for any inconvenience she has experienced due to this matterThank you,Cheryle S***

Thank you for the
opportunity to respond to Mrs***’s complaintMrs*** was contact** by
phone as request** through the Revdex.com. Mrs*** express** her concerns and
provid** the two estimates that had been forward** to Home Delivery Link. We do understand
Mrand Mrs***’s
frustration and typically this type of issue is address in a timelier manner
Bas** on the information we were provid** the claim was originally deni**
because the damage found was not consistent with damage normally cause by this
type of delivery Although we do not show the deliverymen conc*** that
they caus** the damage, the third party delivery company did request two estimates
Both estimates provid** by Mrs*** show they would be able to replace
the flooring with like product in the entry, living room, dining room and
kitchen
Until this point Mrand Mrs***’s damage
claim was being handl** by our third party partners Due to the delay**
processing Conn's has submitt** the damage claim to our insurance company to
handle The claim was submitt** to them today and can take up to hours
for an adjuster to be assign** I have provid** the insurance companies
information below. Once an adjuster has
been assign** Mrand Mrs*** will be provid** the adjusters name and
contact information
*** *** ***
***
Loss No***
Sincerely,
*** ***

Thank you for the opportunity to respond to Mrs***’s additional comments. We spoke with Mrs*** on 2/26/15; during the conversation Mrs*** informed us her was still not functioning properly. Therefore, Conn’s has agreed to exchan** her washer. Mrs***’s new washer is scheduled to be delivered on 2/28/15. We sincerely apologize to Mrs*** for the experience and any inconvenience that has been caused. If we may be of further assistance, Mrs*** may contact our Customer Service Department at ***. Kind regards, Jana A***

New Roman"">Thank you for the opportunity to
respond to Mr*** complaint. We researched Mr***
complaint and found his complaint has been resolved. Our records
show on 1/30/15, Mr*** was
contacted by our Service Claim Department and made aware of his exchange
approval on his television. Mr*** may visit his nearest Conn’s
location to initiate his exchange and schedule delivery. We sincerely
apologize to for the experience and any inconvenience that has been caused as
a result of delay and replacing his television
If we may be of further
assistance, Mr*** may contact our Customer Service Department at ***
Sincerely,
*** ***
2/13/
Complaint
On or about *** ***, I purchase a king size mattress set from Conn'sI financed the purchase and paid upfront for the extended warrantyApproximately months later, we noticed that the mattress was sagging in one particular locationIt was in the center edge of the right sideWe did not
notice the cause right upfront until about a month laterIt appears that the box spring on that side has collapsedNot the whole side, just the center portion of itThis was causing the sagging of the mattress in that areaI called Conn's and they said they will send out a Repair Technician out to inspect the mattress and box springIt was not until *** that the Technician came outHe examined the mattress set and said it was the fault of the box springThere was a manufacture defect that caused the collapse of the box spring in that certain areaHe said once he returns to the office he will file a report and ask for the set to be replaced since I brought the extended warrantyOn ***, I called Customer Service to find out the outcome and was told by the CSR that they will not replace the set due to the stains on the pillow top of the mattressI question this because what do the stains have to do with the structure integrity of the box springThey did not answer only to repeat that they will not replace itOn ***, I contacted the local store where I brought the mattress set and spoke with the Assistant ManagerHe said he will refer the claim to Customer Relations with his recommendation for replacementHe referred all future calls to that departmentOn ***, I contacted Customer Relations to find out the outcomeThey said they will not replace the mattressI attempted to question them for a particular reason and all they said they will not replace the mattress even though I paid for the extended warrantySince then the box spring continues to collapse at that point causing the failure of the structure integrity of the mattress
Desired Resolution
I would like the set replacedIf they would have replaced the box spring at the beginning, they would not be replacing the mattress tooSince the collapse of the box spring, it has cause a failure of the structure integrity of the mattress, thus needing to be replaced tooIt is still covered
under the manufacturer warranty and the extended warranty that I broughtI now consider the contract between Conn's and myself to be null and void due to their unwillingness to comply with their terms on the warranty
Consumer Business Dialog

[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 their response is skewed. The service person NEVER uninstalled the ice maker so there was no need for his report to reflect the ice maker was "re-installed". Nowhere in the report did he state that he was going to "order another ice maker" as he stated to me he would I did have another company repair my machine so I have resolved the issue myself and I AM DONE WITH CONN'S. The *** *** did call and offer apologies but I felt it too little too late since I had originally asked to speak to the *** *** when the complaint process began. Apparently I was given a PERSON without authority or company concerns at the top of their priority list. Please consider this case closed! Thank you for your response. *** ***

Thank you for the opportunity to respond to Mrs*** complaintOur records show on 10/04/14, Mrs*** purchased the Franklin
Trent lift recliner with a 48-month FurnitureGard Plan and delivery totaling
$
We received Mrs***’ complaint and found the Franklin
Trent
lift recliner she purchased was priced and retails for $We contacted
Conn’s located in Jackson, MS where Mrs*** made her purchased and
confirmed with the store manager that the recliner Mrs*** is requesting
to price match is a different model recliner than what she purchasedMrs
*** was educated at the time of purchase that we could not price match a
different model and if she would like to select another model, she would be
responsible for any difference in priceMrs*** was provided a copy of
her retail contract as well as a copy of her invoice which provides the model
number and price of the recliner she purchased
At this time we are unable to honor Mrs***’ request; no
further credit is due at this time
If we may be of further assistance, Mrs*** contact us at ***
Kind regards,
*** ***

Thank you for the
opportunity to respond to *** ***’s additional commentsOur records
show *** *** dropped off her TV on ***, stating there was a black dot
in the middle of the screen, we found her television was inspected by a Conn’s
technician on ***Upon inspection the technician found the television’s
panel was cracked which is not covered under the Terms and Conditions of the
manufacturer’s warranty. Our records do
not show there was a delay assessing her repair needs. Please note this service call was sin *** ***; *** was the first time *** *** had contacted
us regarding this TV since that service call was set-up. As previously stated we are unable to honor
***’s request for an exchange; *** *** did not have
accidental coverage on her television to cover the reported damagesAs of
***, *** ***’s manufacturer’s warranty has expired and she no longer
has coverage
Kind regards,
*** ***
Customer Relations

Thank you for
the opportunity to respond to *** *** concerns regarding account
#***. *** *** stated she
overpaid on the account because it was supposed to be a no-interest
account.
According to
our records, *** *** signed a 30-month retail
installment contract on May 9,
2014. This account included a 12-month
no-interest financing promotion. *** *** forfeited the no-interest financing promotion in November due to a
late payment. The payment was due on
*** *** *** and was not paid until *** ** ***.
The account
balance was accurate at the time *** *** called to pay the balance in
full. We have attached a copy of *** ***’ payment history for her recordsThank you,*** ***
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Thank you for
the opportunity to respond to Mr*** concerns regarding his account. Mr*** stated he has been asking that his
due date be changed from the 15th of the month to the 1st
of the month. He also stated we violated
his First Amendment because we
attempted to contact him on Sunday
According to
our records, Mr*** signed a 32-month retail installment contract on
November 2, 2013. At that time Mr*** accepted the 15th of the month as his due date. We are unable to change his due date to the 1st
of each month; however, we can move the due date days out to the 25th
of the month if this would be helpfulThe account has to be current in order
for us to change the due date.
When the
payment is late, we start call attempts to ensure the payment will be made in a
timely manner. It is a practice
for our company to begin call attempts on the first day the payment is
late. To prevent the calls, Mr***
has the option to pay online, in his local Conn’s store, by phone or by mailing
the payment before the monthly due date.
Please note,
when a customer has one telephone number listed for two accounts, this results
in multiple call attempts when both accounts become past due
We value Mr*** as a customer and appreciate him bringing this matter to our
attention.
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
The problem with Conn's is that NO ONE RESPONDS or answers any questions and until a formal complaint is made through the Revdex.comNo one takes responsibility for anythingI am a consumer and I have just spent a lot of money at your store and to be treated this way is ridiculous and having to force it out of you for a response If you wish to retain me as customer, your customer service needs to improve, your response time needs to improve, and your associates respect toward your customers need to improve.I want a formal apology in writing
Regards,