Conn's Home Plus

Thank you for the opportunity to respond to Mrs
***’ concerns regarding her accountMrs*** stated that she would like
for us to remove the credit marks from her credit reports
According to our recorded calls, Mrs*** was
informed that we would review her account to see
if it qualified for a goodwill
credit mark removal. The account did not meet the qualifications, We are
obligated to report factual information to all three major credit bureaus;
therefore, we are unable to remove the two thirty day credit marks earned by
Mrs***
We appreciate Mrs*** bringing her concerns to our
attention.
We have attached a copy of her payment history for
her records.Thank you,Cheryle S***

Thank you for the opportunity to respond to *** ***
complaint. Our records show on11/21/14, *** *** purchased
a ***
high efficiency washer and dryer, *** *** loveseat, and a
*** vacuum. *** *** elected to pick up her vacuum from our
*** ** location and elected to have her washer, dryer, and loveseat
delivered
*** *** was scheduled for delivery on 11/29/14; however her delivery was not completed due to the products
purchased was on back order. After researching *** *** complaint we
found there was a lack of communication regarding her scheduled delivery; *** *** delivery was postponed because the items were not available and
delivery could not be completed. *** *** contacted her sales
representative; during the conversation *** *** expressed her
dissatisfaction and requested to have her items delivered for the following Sunday. *** *** was informed the delivery could not be
completed due to the items still on order; at that time *** *** requested
to cancel her purchase
*** *** invoice was cancelled with a 15% restocking fee for
the vacuum she received. Our records show on 12/03/14 a refund check in the amount of $was mailed to *** ***. As a goodwill gesture *** *** restocking fee of $will
be refund in 7-business days. We sincerely apologize to *** ***
for the experience and any inconvenience that was caused due to the lack of
communication
If we may be of further assistance, *** *** may contact our
Customer Service Department at***
Kind regards,
*** ***

Thank you for
the opportunity to respond to Mr***’s concerns regarding his accountMr
*** stated he would like us to remove the accumulated interest on his account
According to
our records, Mr*** signed a 32-month retail installment contract on July
28, 2013.
That contract also included a
12-month no-interest financing promotion.
The 12-month no-interest financing promotion expired on July 28,
2014. At that time Mr*** lost the
promotion and accrued interest on the account because the account balance was
not paid in full by the end of the promotion.
As of January
5, the payoff balance on Mr***’s account is $1321.28. Please note, the account balance is updated
daily. If Mr*** would like to pay
the balance in full, we ask that he call for an up-to-date payoff quote on the
day he plans to pay the account balance in full
We value Mr
*** as a customer and appreciate him bringing his concerns to our
attention. Thank you,Cheryle S***

Thank you for the opportunity to respond to Mr***’s complaint
Our records show on 8/01/14, Mrs*** purchased the *** Queen bedroom
furniture set which consisted of seven pieces (headboard, footboard, queen
posts, queen rails, chest, dresser, and mirror), a *** ***
Queen mattress,
a *** Queen Motion Perfect adjustable base, and received two free 32”
Haier’s television
We received Mrs***’s complaint and found she was originally
scheduled for delivery on 8/2/however; some pieces of the bedroom furniture were
damaged during deliveryAfter failed attempts to delivery Mrs***’s
entire bedroom set in good condition, Conn’s has agreed to exchange the
complete bedroom set; Mrs*** will be contacted to arrange her delivery
date
Although we are unable to honor Mrs***’s request to issue
a full credit for the bedroom set, Conn’s is willing to offer her 10% off her
entire purchase and issue a credit to her account in the amount of $for the
delivery fee
If we may be of further assistance, Mrs*** may contact us at
***
Dyeisha W***

We sincerely apologize to *** for the experience she has
had with usWe confirmed ***s food loss reimbursement for $was
processed and mailed on ***
If we may be of further assistance, **and *** may
contact us at ***
Kind regards,
*** ***

Thank you again
for the opportunity to respond to Mrs***’ concerns regarding her
account.
Although Mrs
***’ credit qualified for the no-interest financing offer, the products she purchased
did not meet the minimum price point to qualify for the no-interest
financing. We have attached a copy of
Mrs***’ invoice as well as the advertisement for the week of her
purchase. None of her products met the
minimum price point for the no-interest financing. Therefore we are unable to honor her request
Mrs*** also stated we should have to tell
her why the sales associate no longer works for Conn’s. Due to privacy policies, we are unable to
provide that information to Mrs***.
We respect the privacy.Thank you,Cheryle S***

Thank
you for the opportunity to respond to Mr***’s complaintOur records show
on 3/2/15, Mr*** purchased a 51” *** Plasma television which comes
with a
limited 1-year manufacturer’s warranty
We
reviewed Mr***’s complaint and found he signed his pickup acknowledging
that he received his product in good order(Please see attached) Although the pickup slip states for
consumer to thoroughly inspect your merchandise for damages prior to loading,
Conn’s has agreed to honor Mr***’s request to exchange his television as a
gesture of goodwillOur records show we no longer have the same television Mr
*** originally purchased therefore; we will issue a in-store credit in the
amount of $which is the amount paid to re-select another televisionMr
*** may visit his nearest Conn’s location to initiate the exchangeWe
apologize for any inconvenience Mr*** experienced during this process
If
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 Mrs***’ complaintOur records
show on 5/9/15, Mrs*** purchased a ** *** which comes with a 1-year
limited
manufacturer’s warrantyMrs***’ washer was scheduled for
delivery and received on 5/10/
We
reviewed Mrs***’ complaint and found that her issue has been addressed
We show on 5/14/15, Mrs*** was scheduled for delivery and received a new
** *** in good orderWe sincerely apologize for any inconvenience Mrs
*** experienced during this processAs a gesture of goodwill, Conn’s has mail
Mrs*** a $gift card
If
we may be of further assistance, Mrs*** may contact Customer Service at
1-877-358-
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
[Provide details of why you are not satisfied with this resolution.]
Regards,
I feel like I was cheated because the Salesman* *** ***, told me whatever item(s) I choose to purchase was interest for monthsHad I known I had a certain type or amount of merchandise I could choose from, I would have just got the Television because that was all I wanted to purchase until I found out anything I wanted was interest-free

Thank you for the opportunity to respond to *** ***
concerns regarding account #***. *** ***
stated his name, address and telephone number are incorrect on his
contract.
According to our records, *** *** signed a 32-month
retail installment contract
on October 4, 2014. This contract also included a 12-month
no-interest financing promotion. When the sales associate processed the
contract he put *** *** middle name as his last name as well as entered an
incorrect address and telephone number.We have processed a
name change correction, updated the address and telephone number in our
system We have also processed a good-will due date change, removed any negative
credit marks and reinstated the 12-months no-interest financing
promotion.
We report to the three major credit bureaus based on the
social security number and not by how the name is printed on the
contract.
Please note, it may take the credit bureaus 30-
days to update their records.
We value *** *** as a customer and sincerely apologize for
any inconvenience he has experienced due to this matter.Thank you,Cheryle S***

[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
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Thank you for the opportunity to respond to Mrs***’s
complaint. We researched Mrs***’s complaint and found her complaint
has been addressed and resolved. Mrs***’s Hillsboro chairs were
delivered and received on
"Times New Roman","serif">2/24/15. As a gesture of goodwill Conn’s has
agreed to concession the price of the Hillsboro table $for the alleged
damages. We sincerely apologize to Mrs*** for the experience and any
convenience that was caused as a result of delay.
If we may be of further assistance, Mrs*** may contact
Customer Service Department at ***
Kind regards,
Jana ***

Thank you for the opportunity to respond to Mrs*** complaint. Our records show on6/20/13, Mrs*** purchased a MTD riding lawn mower with a 36-month Repair Service Agreement. Mrs*** elected to have her lawn mower delivered; we show Mrs*** signed acknowledging her lawn mower
was delivered and received on 6/21/13 in good order. Our records show Mrs*** contacted our service department on 9/23/14; stating the lawn mower would not turn on. Based on Mrs*** product and issue reported Mrs*** lawn mower was sent to service. Upon receiving Mrs*** lawn mower the technician inspected the unit and found the carburetor needed to be clean and the battery needed to be replaced. The technician removed, cleaned, and reinstalled the carburetorAlthough batteries are typically not covered under the Repair Service Agreement as a gesture of goodwill and customer satisfaction Conn’s replaced Mrs*** battery; the technician ran tests on the lawn mower and the unit tested ok. We sincerely apologize to Mrs*** for the experience and any inconvenience that was caused as a result of delay. If we may be of further assistance, Mrs*** 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
This is Conns way of not living up to its low price guarantee What is amazing is that no one in the store, including the managers know about this policy They had to call the home office in Beaumont every time When I called the home office, no one was sure what the policy way It seems they are inventing unreasonable hurdles to protect them from living up to their policy Every other store that has a price match guarantee will call the competitor to make sure the product is the same and is in stock and available for saleI offered several ways to prove the TV was $at *** *** and Lacks but they refusedI regret I have spent $20,with this company While Conns always had the lowest price until this purchase, they turned every delivery going back to was a nightmare It took eight delivery attempts to deliver the refrigerator I bought last December, which meant I went days without a refrigerator! Conns truly does not care about their customersThey only care about making money, no matter what it takes including lies and misrepresenation
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 The information is not correctWhen the furniture was delivered to the home it had a defect in the material and it was coming offThe conns delivery man fixed it and I noted it on the paperwork I signed as wellMy son had a reaction that day but had been outside and I assumed it was from the pollen until the same thing kept happening when he would go anywhere near the furnitureSo we went to the doctor multiple times that weekSo my first concern was ensuring he was taking cars of firstI went into the store with my parents on Sunday May which was days after the furniture was delivered and spoke to the store manager at the time who told me to wait until that Tuesday until the sales rep who helped me would be in and they would see what could be doneMy dad asked why did we have to wait on the sales rep if he was the store managerHe can an excuse and my dad asked the lady at the front counter for a number to speak to someone and I called when I got in my car and they said they would create a ticket and if I had not heard anything by that Thursday to callbackI did not receive a call from anyone so I called back and whomever answered the phone stated that the notes said when the customer calls back let her know we have a no return policyI said so nobody even wanted to give me a return callI let them know I needed to speak to someone and they did another ticket and the call was endedI did go back into the store that week and spoke to both the sales rep who assisted me when I purchased the furniture but the district manager who informed me he emailed the corporate office and showed me multiple emails on his phone to ensure that he was looking into the matter and he doesn't think it is going to be a problem to get the furniture exchanged or a store credit and that he would keep me informedLater that Thursday a received a call and the woman on the phone stand they have a no return policy and that it was unfortunate that my son almost stopped breathing and was no on medicationI was upset at her choice of words used and asked was anybody available to speak toShe said no and then asked could I provide proof and my son medical records which I thought was oddI asked her if I did provide documentation that showed he had multiple reactions to the fabric would they exchange the furniture and she stated no it's not a guarantee that we will do anything different but we will look and seeSo I asked what was the point of providing the documentation if nothing different was going to be done and that the longer they took the longer the furniture was in my homeShe just stated we will look into and that another ticked would be createdI went back into the store to pick up a tablet that was being worked on a few days later and the District manager assured me that he was still working on a solution to the situation and showed me more emailsWhen I called into the service department it was because the same area that was previously fixed when the furniture was delivered was the same spot that needed to be fixed and per the conns service technician that came out the spot would have continously have come undone because it was tacked in improperly but that he has fixed it properly and it shouldn't be anymore problemsI have the documentation needed but if they are not going to allow it to be exchanged or issue a store credit why do I need to provide itIt is not that hard to make a decision and the fact that nobody has called to check on the situation from day one shows me they don't care about there customers or there well being at all

Thank you for the opportunity to respond to Mr***’s
complaint. We researched Mr***’s complaint and found his issue has
been addressed and resolved. Mr*** has been contacted and informed
his delivery refund has been re-submitted in the amount of $79.99. We
ask
that Mr*** allow 3-business days to receive his refund. We
sincerely apologize to Mr*** for the experience and any inconvenience
that has been caused as a result of delay and lack of communication
If we may be of further assistance, Mr*** may contact
customer service at1-877-358-
Kind regards,
Kathryn J***

[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 pending them getting back to me within days as promised

Thank you for the opportunity to respond to Mr***’s concerns regarding accounts ***and ***8932. Mr*** stated his furniture was damaged upon delivery and account ***was supposed to be closed. According to our records, Mr*** signed a month
retail installment contract on March 11, 2016. That contract created account ***and included a washer, dryer, dryer chord, dryer duct, a queen bedroom set, vacuum, loveseat, end tables, a Hamlyn table and chairs, an executive chair, a 55” TV and mounting kit. The Hamlyn table and chairs and executive chair were not in stock and Mr*** signed a replacement contract to remove the items from the invoice. On March 19, 2016, Mr*** signed a second contract creating account ***8931. That contract included a Hamlyn table, four chairs and a home office chair. Conn’s is unable to close account ***as Mr. *** received the merchandise. Mr*** also stated the items were damaged upon delivery. Our records indicate Mr*** signed receiving all items in good order and we have no record of Mr*** scheduling service on any of the items. Conn’s respectfully disagrees that account ***should be closed as Mr*** accepted the merchandise. We have included copies of Mr***’s signed retail installment contracts and signed delivery ticket for his records Conn’s values Mr*** as a customer and appreciates him for bringing his concerns to our attention

As previously stated we were unable to honor Mrs***’s request. Although we had approved to exchange the sofa
Mrs*** rejected our offer and abandoned her merchandise at the store. Mrs***’s deadline has since expired.Kind regards,Kathryn J***

Thank you for the opportunity to respond to Mr
***’s additional commentsOur records show there was a delay processing the
credit to Mr***’s accountHowever; on 4/09/a credit of $($
for laptop and $for warranty) was posted to Mr***’ account in lieu of
an exchange
In regards to Mr***’s complaint regarding a
*** refrigerator purchased under his wife’s account on 2/12/14; we found
Mrs*** contacted our service department on 1/02/stating the bottom
freezer thermal plate was brokenAfter further review of Mrs***’s service
history, Conn’s has agreed to issue an exchange on her refrigerator as gesture
of goodwillOur records show we no longer have the same refrigerator Mrs***
originally purchased therefore, we have issued an in-store credit for $
(which is the original amount paid) to re-select a new refrigeratorWe
attempted to contact Mrs*** on 04/14/but we were unsuccessful in our
attemptMrs*** may visit her nearest Conn’s location to initiate the
exchange
We sincerely apologize for any inconvenience Mr
and Mrs*** experienced as a result of the delay
We have included a copy of Mr*** Loan Ledger
which shows the credit of $that was posted to his account on 4/9/If
we may be of further assistance, Mr*** may contact customer service at
***Kind
regards,
Jana
A***