Conn's Home Plus

Thank you for the opportunity to respond to *** ***’s
complaint. We researched *** ***’s complaint and found his
complaint
has been resolved. Our records show an exchange was approved on *** for *** *** to replace his dryer; as of *** *** ***’s new dryer has been delivered and received in
good order. We sincerely apologize to *** *** for the experience and
any inconvenience that was caused as a result of the part delay.
If we may be of further assistance, *** *** may contact our Customer
Service Department at ***
Sincerely,
*** ***
2/13/
Complaint
I purchased a new couch from Conn's 9/14/and received a free 32" LCD TV due to the promotionThe TV's sound was broken and I returned it to the store in ***, AZ on 12/12/They said I was still under warrantySince that time I have called their customer service almost daily an have
yet to have any resolution on my TVFirst the cancelled the service ticket then reopened it and then lost my TV till about 1/15/I was told that after days I would automatically receive a new TV if the service issue was not resolvedI have been given the run around for aver a month now and I was told on the 15th that they approved a new TV for me and will get back to me a soon as their corporate office authorized itTo this day have not heard backI have called them but they said they have not heard back fro their corporate office yetTheir service manager *** in Arizona is of no help and will not take any calls from me, every time I call the customer services number I go though the same questions each and every timeI am very tired of this and just want a working TVThey do not care for their customer's and were very accommodating when I purchased a $couch but now they do not care about my level of serviceI would like a new TV that works ASAP and if I could since I am so upset with them I would give the couch back for a full refundThis is the worst customer service I have ever had from a companyI will never purchase from them again and have told and will tell anyone I come in contact with how horrible they treat their customers
Desired Resolution
A replacement TV of better quality then I first receivedAn apology from someone who actually cares about their customer's, and a discount off of the couch I purchased which started this whole thing
Consumer Business Dialog

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: Monday, December 28, 8:PM Subject: Re: You have a New Message from Revdex.com Regarding Complaint #***I would like to thank Conn's for clearly stating their return/exchange policy in bold printIt clearly states return/exchange if found defective by a service technicianNowhere does it state exchange onlySince they were clearly stating their policy, nowhere does it say additional insurance is required nor was I ever offered any additional insurance except for homeowners which I did purchase. I have never been given an explanation why the day sleep guarantee was also never honoredYet when I purchased the mattress I was told it came with day sleep guarantee. In Sept when I received the 2nd defective mattress I tried then to just exchange the mattress and box spring for a different name brand mattress but they also at that time refused to do that stating that the bed frame did not meet manufacturer's standardsYet the1st defective mattress sitting on the exact same frame did. They did nothing to resolve this problem until Nov 30thI will agree to exchange the mattress and box spring only if Conn's accepts responsibility for taking so long to resolve this problem an waivers all late charges an interest and the account still has months same as cash with no interest charged if paid in full by July 28th of 2016..exactly as it was when I purchased it. I am not responsible for causing this problem or their negligence in resolving it..so I certainly shouldn't be expected to pay for itThank you again for resolving this matter.*** ***
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Thank you for the
opportunity to respond to Mrs***’s complaintAfter further review of Mrs
***’s service history; Conn’s has agreed to issue an exchange under the Terms
and Conditions of the Repair Service AgreementMrs*** has been contacted and
made aware that she may go into her local
Conn’s a re-select another notebook
up to $which is the original amount paid
We sincerely apologize
for any inconvenience Mrs*** experienced during this process
If we may be of further
assistance, Mrs*** may contact Customer Service at 1-877-358-
Kind regards,
*** ***

Thank
you for the opportunity to respond to ***’s complaintOur records show on ***;
*** purchased the *** *** Putty furniture set which
consist of
three pieces (sofa, love seat and wedge) all with a 1-year limited
manufacturer’s warranty and received a free 32” television with her purchase
After
further review, we found ***’s wedge was damaged upon delivery
therefore; an exchange was approved and her new wedge was delivered on
***We show *** was offered a delivery concession of $due
to the inconvenienceOur records show *** contacted Conn’s delivery
the same day stating the wedge was damagedA representative from our delivery
team went to ***’s residence the following day (***) to take
photos of the alleged damagesAfter reviewing the photos provided by the
delivery team, ***’s initial claim for an exchange was denied***
***’s complaint has been escalated to upper management for review, after
further consideration Conn’s has agreed to exchange her wedge*** may
contact her nearest Conn’s location to initiate the exchange.
Although
we are unable to honor ***’s request to return her furniture and
receive a refund, we have submitted a request to process ***’s
delivery charge of $as well as $to her account as originally
offered If
we may be of further assistance, *** may customer service at
***
Kind
regards,
***
***

Thank you again for the opportunity to respond to Mrs
***’ concerns regarding account #***
After further review and the additional details Mrs*** has provided, the 6-months
no-interest financing promotion is in the process of being added to the account.
Please allow 10-business days for the process to
be completed
We value Mrs*** as a customer and sincerely apologize for
any inconvenience she has experienced due to this matter
Thank you,
*** ***

Thank you for
the opportunity to respond to Mrs***’s concerns regarding account
#***Mrs*** stated she faxed over proof of homeowners
insurance but she has not received credit for the insurance and her monthly payment
has not been adjusted.
According to
our records, we received Mrs***’s proof of insurance on January 7,
2015. At that time we credited her
account $261.45. This amount includes
the $for the insurance and $for taxes. The insurance credit will not lower Mrs
***’s minimum monthly due each month.
The minimum monthly payment will continue to be $although Mrs
*** has received the insurance credit
We have
attached a copy of Mrs***’s payment history showing the insurance
credit for her records
We value Mrs
*** as a customer an appreciate her bringing her concerns to our
attentionThank you,Cheryle S***

Thank you for the
opportunity to respond to Mrs***’ **mplaint. Our re**rds show on
","serif"**lor:darkblue">11/22/14, Mrs***
purchased a *** *** *** dinette set which **nsisted five pieces
(table and four chairs) with a 48-month Furnituregard Plan on all five
pieces. Mrs***’ signed invoice indicates
at the time of purchase she acknowledged she was provided a **py of theRepair
Service Agreement and that she understood the **verage associated with the
product. Mrs*** elected to pick up her dinette set from the
local warehouse located in ***, **; on 12/04/14Mrs*** signed
acknowledging her table and (4) chairs were received In good order and that and
an exchange or **ncession would not be authorized for damages dis**vered after
the model(s) leaves the warehouse or store
We
received Mrs***’ **mplaint and found she **ntacted our service department
on 12/05/14regarding her table;
stating the unit was chipped in two places. A service call was scheduled
for12/18/14; however due to a
scheduling **nflict Mrs***’ appointment was re-scheduled. Mrs
***’ service appointment was postponed for 1/02/15; during the
inspection the serviceman found the table was in the garage, he inspected the
table and found the side of the table was damaged.
We
reviewed the photos received from Mrs***’ inspection and determined based
on the type of damages it appears the table was dropped during transit.
Mrs*** was **ntacted on1/12/15and informed the
damages reported were not **vered under the Terms and **nditions of the
manufacturer warranty or the Terms or under the Terms and **nditions of the
Furnituregard. Therefore, we are unable to honor her request to
return/exchange the dinette set
We
have attached a **py of Mrs*** invoice acknowledging her dinette set was
received in good order. Also, we have attached a **py of ***
Furniture warranty information please refer to number (3) and **py of the
Furnituregard please refer to Number (15) What Is Not **vered LETTER (C).
If
we may be of further assistance, Mrs*** may **ntact our Customer Service
Department at1-877-358-
Kind
regards,
Jana
***

Thank you for the opportunity to respond to *** *** complaint
Our records show on */30/14, *** *** purchased a *** *** *** dining set which consist of seven pieces (table and six chairs) with a 1-year
limited manufacturer’s warranty and was scheduled to receive delivery on
*/1/
We received *** *** complaint and found on */1/14; she received
the table and four chair however; two of the chairs were damaged during
deliveryConn’s delivery team attempted to re-delivery two new chairs to *** *** however; the chairs were damaged upon deliveryOur records show we no
longer have the chairs *** *** originally purchased in her area for
immediate delivery therefore; we have placed an order for two new chairs to be
deliveredOnce we received the chairs *** *** will be contacted to
schedule delivery
Conn’s has agreed to honor *** *** request to concession
$and refund her delivery charge due to the delayPlease allow 7-
business days to receiveWe sincerely apologize for any inconvenience *** *** experienced as a result of delivery
If we may be of further assistance, *** *** may contact us at
###-###-####
Sincerely,
*** ***

Thank you again for the opportunity to respond to *** *** concerns regarding account #***
The product purchased as well as the credit have to
qualify for the no-interest financing promotions. In *** *** case, the product did not qualify; therefore, we are unable to comply
with his request for 12-months no-interest financing. Thank you,*** ***

Thank you for the opportunity to respond to Mr***
concerns regarding his account.
Mr*** stated he would like us to reinstate his cash
option and close the account
According to our records, Mr*** signed a 18-month
retail installment contract on *** **
*** That contract also included a 6-month no interest financing
promotion
As of *** ** ***, 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*** as a customer and sincerely apologize for
any inconvenience he has experienced due to this matter

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,
*** ***

Thank you for the opportunity to respond to ***’s
complaintOur records show on ***, *** purchased a ***
dishwasher and *** ***
TV stand from our *** Clearance Center. After further review, Conn’s has agreed to
honor *** request
to return the TV stand and dishwasher. We
confirmed the installer was unsuccessful in his attempt to complete the
installation. *** has been
contacted and is aware of the approval.
A delivery team is scheduled to pick up the items ***. Once returned a full refund in the amount of
$*** will be applied to close ***’ accountWe sincerely
apologize to *** for any inconvenience this experience may have
caused
If we may be of further assistance, ***’
may contact customer
service at ***
Kind regards,
*** ***

Thank you for the opportunity to respond to *** *** complaint. We researched *** *** complaint and found his issue has been and addressed and resolved. We show *** *** issue was escalated to upper management and an exchange was approved for *** *** to
replace his *** washer. We spoke with *** *** on 4/07/15, and made aware of his exchange; however *** *** refused the exchange and requested to return his washer and receive a refund. Conn’s agreed to honor *** *** request and return his washer without a 15% restocking fee. *** *** was advised he would need to return the washer and once the washer has been received a credit for his washer will be processed to his Conn’s account. We sincerely apologize to *** *** for the experience and any inconvenience that has been caused regarding this matter. If we may be of further assistance, *** *** may contact customer service at*** Kind regards, *** ***

Revdex.com:
This letter is to inform you that Conn's has carried out to my satisfaction the resolution it proposed for my complaint, filed on ***1:43:PM and assigned ID ***
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
There is no logic in giving a company MORE money when theybe lost all but two paymentsI'm not comfortable with thatI don't work anymore and the two Pennys I have to run together are precious to meI will not send my last penny to a company known for loosing moneyIf I had a payment to the CES himself I still wouldn't be comfortable
Regards,

[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 will contact the Revdex.com if any further action is necessary

Thank you for the opportunity to respond to *** ***’s
complaintOur records show on ***, *** *** purchased a Serta King Aim
Super Pillow top mattress with a 10-year limited manufacturer’s warranty
We received *** ***’s compliant and found she contacted
our
service department on *** stating the mattress had big lumps in the center
A service appointment was scheduled on ***; during inspections the
serviceman found the mattress was lumpy all over and could not be repaired
After further review of the serviceman findings, Conn’s agreed to exchange ***’s mattress on ***A service claim representative attempted to
contact *** *** on *** to notify her of the approved exchange however;
they were unsuccessful in their attempt*** *** may contact her nearest
Conn’s to imitate the exchange
At this time we are unable to honor *** ***’s request to
return her mattress; Conn’s has No Returns on mattressesAt the time of ***’s purchase, Conn’s offered 30-dasy to only exchange mattresses with a
$*** exchange fee unless the merchandise completely failed within 24-hours
We sincerely apologize for any inconvenience *** *** experienced as a
result of delay
If we may be of further assistance, *** *** may contact us at
***
*** ***

Thank you for the opportunity to
respond to Mrs*** complaint.
Our records show on 7/26/14, Mr*** purchased a Samsung washer
and
dryer both with a 1-year limited manufacturer’s warranty
We received Mrs***-***’s
complaint and found she placed one service call with Conn’s on 10/10/14,
stating the dryer is not heatingA service appointment was scheduled for
10/25/14; however Mr*** informed the technician that another company was
scheduled to complete repairs therefore the service order was cancelledWe
have no indications of any issues Mrs***-*** is experiencing with her
washer
At this time Mrs***-***’s washer
and dryer does not meet the qualification for an exchangeMrand Mrs***
have been made aware that a Conn’s technician would need to come out and assess
the dryer to determine if the unit can be repaired or if an exchange is necessary
under the Terms and Condition of the manufacturer’s warrantyMrs***-***
may contact Conn’s service department at *** to schedule an
appointment to have a technical assess her dryer
If we may be of further assistance, Mrs***-*** may contact
Customer Service 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 complaintAs much as I would love to accept the 10%, it just would not cover the damages I discoveredDue to the delivery being at night time, the lighting was not all that great in my new homeThe fridge was pushed against the wall and I did not see the long scratch against the wallI didn't think to look at it until I found that the stickers conns had on fridge left marks that will not come offThen when showing the fridge to my ***, he noticed the long crack on the longest drawer, which will need to be replacedThese are all spots that I did not bother checkingI wish I didn't hold so much trust into companies or people, especially with deliveries, but I do and now I suffer with the constant nagging of my *** due to the large purchase of a damaged fridgeI signed the sheet thinking it was just an invoice showing what I purchasedWhile signing, the delivery man was speaking about giving him star rating when we receive a call, I guess I need to pay more attention to thingsHow about we meet in the middle? You give the 10% towards the 15% restocking and I'll purchase a similar fridge with same or more cu.ftLast time I was in conns to file a complaint and ask for a return, the manager showed me one fridge similar to this one, which cost more, so y'all will still be making more moneyI buy from y'all quite a bit and have never failed to make one single payment! I believe I've been with y'all for yearsMy loyalty to y'all should be worth something and y'all taking well care of me for things of this nature would be great to keep a happy, loyal customer that continues to give y'all business for years to comeThanks for your time!
Regards,
*** ***

[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
Thank you for all your help I have already gone to store and everything has been resolved. *** *** ***