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,
***

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

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
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 *** *** 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 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 *** *** 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 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 ***
*** ***

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 aware of if I was signing a NEW CONTRACT with ConnsIf I knew that I was going to be paying DOUBLE the price for television, it would of been a no choice at all and NOT purchased another television from CONNSThey were suppose to give the credit towards the television and I was told in-store that I had options1) Get another television of equal price or if I wanted something, then I would just pay the differenceAnd the was a year same as cash and I was told in-store that my coverage was going to go toward the new televisionSo therefor is it correct that you are making me pay for the 55" *** and for the 65" ***? And how come there is accounts under my name? How was I not aware of accounts were going to be open when purchasing another televisionThe whole point of this in case you don't under stand is that I dont want accountsEveryone should be aware if you are opening ANOTHER account when doing a claimSo there for when I was paying my bill, YOU were paying the WRONG accountSo now my CREDIT suffered because something that I was not MADE AWARE ofFIX IT!
Regards,

Thank you for the opportunity to respond to Mr***s
complaint. Our records show on 7/12/14, Mr*** purchased
a *** Wave
king bedroom set which consisted of six pieces (headboard, footboard,
rails, (2) nightstands, and media chest); with Mr***s qualifying purchase
he received a free Haier 32” LED TV. Mr*** elected to have
his items delivered; we show Mr***s delivery was completed on 7/14/
We researched Mr***s complaint and reviewed the inspection
report and found his bed was not assembled properly causing the reported
damages. Although Mr*** signed his delivery ticket acknowledging all
items were delivered and received in good order; Conn’s has agreed to exchange
his bed which includes the following pieces (headboard, footboard, and
rails). We attempted to contact Mr*** on 2/25/regarding his approval, but we were unsuccessful in our
attempt. At this time we are unable to honor Mr***s request to
exchange his entire bedroom set, we have agreed to exchange his bed (headboard, footboard,
and rails); Mr*** may visit his nearest Conn’s location to initiate the
exchange and schedule delivery. We sincerely apologize to Mr*** for
the experience and any inconvenience that has been caused as a result of delay
If we may be of further assistance, Mr*** may contact our Customer
Service Department at 1-877-358-
Kind regards,
Jana
A***

Thank
you for the opportunity to respond to Mr*** concerns regarding his
accounts. Mr*** stated he has
incorrect information reporting on his credit from Conn’s.
Mr
***’s accounts have been sold to *** ***. If
Mr*** has any concerns
regarding the accounts he may contact *** *** ** ***
Thank you,
*** ***

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 Mrs*** additional commentsMr
*** signed contract dated 6/16/2012, as well as invoice list the furniture
set as the *** Brown Reclining furniture and the manufacture list the
material used on the furniture as bonded leatherBased on the serviceman’s
findings and photos provided at the time of inspection, it was determined the
reported damages resulted in the material peeling which is not covered under
the Terms and Condition of the FurnitureGard Plan that was purchasedThe
serviceman was able to touch up a small rip that was reported on Mr***’s
loveseat with compound however; the sofa’s material was peeling which again is
not covered therefore, we are unable to continue with repairs regarding this issueAs promised
on our previous response, our records show on 1/23/the serviceman added
polyfill to the left and right arm pillows as well as the cushions on the sofa
to complete repairsWe have
included pictures of the damage as well as a copy of Mrs*** invoice and
Furnituregard PlanIf we may be
of further assistance, Mrs*** may contact customer service at
***
Kind regards,
*** ***

Thank
you for the opportunity to respond to Mrs*** complaintOur records show
on3/19/08, Mrs*** purchased a ** washer and dryer both with a 48-month
Repair
Service Agreement and received delivery on 3/20/We show on 1/19/12,
Mrs*** elected to purchase an additional 36-month Repair Service Agreement
to extend coverage on both unitsWe
reviewed Mrs*** service history and found she contacted our service department
on seven separate occasions regarding repairs for her washer dated from
10/19/until 3/16/Mrs*** was first made aware of rust being found on
the side of her washer during a service appointment on 12/15/regarding water
leaking from the side of the unitMrs*** was informed that rust is not
covered under the Terms and Conditions of the Repair Service Agreement however;
at that time Conn’s agreed to continue with repairs because the rust did not
affect any mechanical functions on the washerDuring Mrs*** last service
appointment on 3/18/regarding the washer shaking and making a loud noise;
the technician found severe rust found all over the unit which is causing the
unit to malfunctionAfter further review of the technician’s findings and
photos provided, Mrs*** was contacted by our service claim specialist and made
aware that the reported issues she is experiencing is caused as a result of the
severity of rust on the unit which is not covered under the Terms and
Conditions Number (5) Exclusions Letter(b)At
this time we are unable to honor Mrs*** request; corrosion and rust is
not covered under the Terms and Condition of the Repair Service Agreement
We
have included photos of the technician’s finding of Mrs*** washer and a
copy of the Repair Service Agreement with our response
If
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 find that this resolution would be satisfactory to me They have agreed to send out a new unit on January 10th or sooner should they receive a shipment due to their being out of the same brand at this timeThanks for your help in this matter

Thank you for the opportunity to respond to *** ***
complaintOur records show on 3/21/15, *** *** purchased a ** *** *** washer and dryer both with a
48-month Repair Service Agreement*** *** washer and dryer were delivered on 3/23/15; she signed her delivery
ticket acknowledging she received her products in good order
We reviewed *** *** complaint and found she
contacted our service department on 3/30/stating her washer fills with water
when turned offA service appointment was schedule with a certified 3rd
party technician (*** *** ***) to assess the washer however; the
technician informed us *** *** was not available when he attempted to
contact her to schedule an appointment which has caused a delayWe verified
with the technician that *** *** service appointment has been re-scheduled
for 4/16/15; once the technician assess the washer we can determine what further
actions are necessary
We have included a copy of *** *** signed
delivery ticket with our response
If
we may be of further assistance, *** *** may
contact customer service at ***
Kind
regards,
*** ***

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

Thank you for the opportunity to respond to *** *** additional
concerns. Exchange was approved on
*** for the full credit of the original amount paid which was
$***. The replacement of her original
dryer fulfilled the repair service agreement as stated in the terms and
conditions therefore; *** *** warranty coverage did not transfer to the
new dryer. The dryer *** ***
selected was $**more than the credit approved therefore she was required to
pay the difference
We attempted to contact *** *** on ***, to discuss her
concerns but were unable to reach her at that time. *** has agreed to utilize the gift card Mrs
Montgomery received in *** toward the difference. *** *** may contact me directly or
visit her nearest *** to receive the credit back to her *** card. We appreciate *** *** for bringing
her concerns to our attention. The
matter has been addressed with those involved to ensure the errors that were
made are not repeated.
If
I may be of further assistance, *** *** may contact me directly at
*** *** ***
*** ***

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,
*** ***

Thank you again for the opportunity to respond to *** *** concerns regarding account #***. *** *** stated she would like to have her account refinanced so she can lower her monthly payment. Unfortunately *** *** account does not qualify for any of our refinancing options at this time. In order to refinance an account it must meet certain criteria *** *** account does not meet that criteria at this timeThank you,*** ***