Conn's Home Plus

Thank you for the opportunity to respond to Mrs [redacted] complaint Our records show on 12/13/12, Mrs [redacted] purchased a Melody furniture set which consisted of (4) pieces; sofa, loveseat, chair, and ottoman with a 48-month Furnituregard Plan on all four pieces Mrs [redacted] elected to have her furniture delivered; we show Mrs [redacted] signed acknowledging all furniture pieces were delivered on 12/15/in good order We received Mrs [redacted] ’s complaint and found she contacted our service department on two separate occasions regarding all four furniture pieces; Mrs [redacted] contacted us on7/08/stating water had spilled on her furniture and on 10/22/stating the furniture thread was unraveling After reviewing Mrs [redacted] ’s service history Conn’s agreed to exchange her furniture; on 11/07/14Mrs [redacted] ’s exchange was approved Mrs [redacted] was given a total credit up to the original amount she paid of $ 1,to re-select a new furniture set We attempted to contact Mrs [redacted] on 11/18/regarding her approval, but we were unsuccessful in our attempt Mrs [redacted] may visit her nearest Conn’s location to initiate her exchange and scheduled delivery If we may be of further assistance, Mrs [redacted] may contact Customer Service Department 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 As stated before, Conn's has refused to cooperate with us in this matter Despite multiple replacements of the couch, all products have been damaged The couch was purchased as a set with a matching loveseat & chair As a matter of fact, we received a discount on the purchase price for purchasing the items as a matching set However, Conn's has refused to cooperate in this matter & have failed to provide any adequate customer service Obviously, a conclusion cannot be reached in this situation We will not pay for furniture that we returned to the store, regardless of Conn's refusal to accept the return Regards, [redacted] 6/8/ Complaint I purchased a laptop from Conn's on creditThe laptop was stolen shortly after it was purchasedMy account with Conn's required that I have insuranceThis insurance was included in the financed amount/my monthly paymentsI filed the claim in February of The insurance company approved the claim and paid Conn's directly for the amount of my claim in mid MarchI owed Conn's roughly $1,and the insurance settlement was approximately $1,This resulted in a credit balance of $To date, I haven't received my $Initially I was told that I needed to go to the store and pick out a new computer to replace itAfter asking the right questions I realized that I did not have to buy another computer through Conn's and that I could just get my money (the $credit balance) backSo, I purchased a computer elsewhereI was told (or weeks ago) by Conn's that they would apply the insurance payment to my account and then send me my $Again, I've yet to receive my money I've been checking my account online almost dailyMy account still shows that I owe Conn's $1,(two + months and they still haven't corrected my account balance?!!?)Anyway, after becoming increasingly frustrated, I contacted Conn's again todayI was told that the insurance payment had been applied to my account and the $I owed was going to be applied to another account I have with Conn's?! Do what? First they tell me that I'm going to receive a check and now they are telling me they are going to apply it to my other account? How can they even do that? After speaking with them about this they now tell me that they will send me my money IF I send them an email saying I want a refund via check rather than having them apply the money to my other accountI sent them an email today and supposedly I will get my check next weekWe shall see Granted, it is only $but how can they be allowed to do this? Why is it ok for them to hold onto my money for over months? Why can they just randomly apply my insurance money on a stolen computer to my other account (that was for a mattress, I believe)? Why did they first tell me they'd refund my money and then just decide to apply it to my other account? Desired Resolution I'd like my money refunded ASAPI'd like for them to change their proceduresAnd shouldn't they actually owe me some interest for hanging onto my money for over months? Again, yes it is only $but I'm just one personHow many customers do they have? How often and how long do they hang on to others insurance claim money? Consumer Business Dialog

Thank you for the opportunity to respond to Mrs [redacted] ’ complaintOur records show on 12/20/14, Mrs [redacted] purchased a 70” [redacted] television with a 49-month Repair Service Agreement Plan and a [redacted] television stand with a 1-year limited manufacturer’s warrantyMrs [redacted] ’ delivery was scheduled and received on 12/22/in good order We received Mrs [redacted] ’ complaint and found she contacted our customer helpdesk department on 12/29/stating she received her TV stand from Conn’s delivery team already assembled except for the shelves and when she went to insert the shelves they did not fitMrs [redacted] informed the representative that she spoke to the store manager regarding her issue however; she has not been able to get a resolutionOur records show our delivery team went back to Mrs [redacted] ’ residence on 12/30/to properly install the shelvesOn 1/19/15, we contacted Mrs [redacted] to confirm if her issues were address; we spoke to Mr [redacted] who stated the delivery team was able to use additional screws to install the shelves on the stand As a gesture of goodwill, Conn’s agreed to submit a $gift card to Mrs [redacted] for her inconvenience; please allow 7-business days to receive If we may be of further assistance, Mrs [redacted] may contact us at 1-877-358- Sincerely, Kathryn J***

Thank you for the opportunity to respond to Mr [redacted] complaint Our records show on 6/9/13, Mr [redacted] purchased a Corinthian loveseat and sofa which came with a Limited Lifetime warranty We reviewed Mr***’s complaint and service history and found Mr*** contacted us on 5/27/14, regarding his loveseat; he stated the recliner gets stuck and wood was exposed A service inspection was s and the serviceman found the mechanism was bent, the cushion had collapsed and the arm cover stitching was coming undone The mechanism was ordered however the replacement seat cushions were denied in error Mr [redacted] contacted our Customer Service department and after further review we did see that the seat cushion was under warranty there we agreement to replace them as outlined in the warranty terms and conditions The cushions were ordered and received on 9/25/ Mr [redacted] was informed that the warranty does not include the fabric and other covers Conn’s would like to apologize for the inconvenience Mr [redacted] had while attempting to get his loveseat repaired The matter has been addressed with those involved to ensure it is not repeated If we may be of further assistance, Mr [redacted] may contact us at [redacted] Kind regards, [redacted] ***

Thank you for the opportunity to respond to [redacted] complaint regarding the $concession that he was offered at the time of delivery After researching [redacted] complaint we found his refund check was mailed on [redacted] 21, Unfortunately, our system did not show the correct zip code therefore, his refund was mailed to the wrong address The postal service returned the check to the sender because they were unable to forward Conn’s would like to apologize to [redacted] for the error and the delay in receiving his refundWe have corrected the address and remailed his refund check to the address as shown on the Revdex.com complaint If we may be of further assistance, [redacted] may contact us 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 Thank you, once again, Revdex.com! Your the customer's best friend!And, also to Conn's [redacted] for settling this matter.This all could have been avoided, if the [redacted] store, had done what, I was originally directed to do by Conn's [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 have decided to accept the credit to my account of the cost of the defective furniture I purchased and received , only because I was told by [redacted] that that was my only optionThat I could not get my money ive paid in and getting out of the ridiculous contract I was persuaded to sign with not realizing the sales man [redacted] added an extra 3,to my contract for unnecessary accidental insurance and all types of other costs that really weren't needed I was when I originally got lured to sign the contracti spoke to [redacted] on Thursday she said they were putting the info in their system that they decided to give me the exchange credit and she was to get back to me on Friday the 17thI received a call from another person telling me that I could go pick out new furnitureI expressed to the person that I had issues with the past due balance I have with conns and she said she couldn't help but she would leave a message or put it in the systemIm guessing neither of those things were doneI have gotten no response since Friday Since Friday the 19th I have been calling [redacted] and leaving messages, still no response and it is pm on Wednesday 22ndMy reason for wanting to speak with her is because I have already tried talking to the credit collectors that have been calling my phone times a day since august when I missed my first payment EVER because of the horrible service I was getting from conns after I made my initial complaint about my furniture being defective from day oneI even went to the corporate office in [redacted] ***They didn't even want to help me as I have informed you So therefor I didn't not pay the bill on august or September because of all the lies they were telling me and the horrible service and no one wanting to see what the problem was they just wanted their moneyI thought if I didnt not pay they would actually call me asking what they could do to help and find out why I hadn't paid the bill for the first time everThat was not the case I have not been able to use my cell phone since august because of all the credit callsI've explained to the creditors that I would have never missed a payment if I hadn't got DEFECTIVE furniture from their businessI would have never missed a payment if Conns were doing what they should have done to help me get something figured out, instead they continued to not care and lie and give me the constant run around and take advantage of meI had never missed a payment and never intended to nor have I been late My credit is on the line I have over a $6,contract with this business and they had no intentions of helping me and ruining my credit because they didn't wanna give me my money back and let me be done with alll this stressful mess and unprofessional service I have got since the day I requested help from them for costly furniture that was DEFECTIVEI feel that I should not be responsible for the past due amount because I would have paid it with no problem as I always have if I would have got the adequate response any paying customer should have! I feel that they should wipe the august and September off of my credit and let me just start paying my bill as usual with no negative effect on my credit and payment historyThis situation is out of my hands but its really important, I don't want to be penalized in the future when I would like to purchase a house or new car or anything because conns wanted to ignore me and not do the right thing by just giving me my money back for 2,dollars worth of DEFECTIVE furniture and a 6,contract or at least acknowledging the fact that I received DEFECTIVE furniture from their warehouseThe only time I received any type of breakthrough in ANY way with this company is when I contacted you at the Revdex.comIf I would have not contacted you they would have never done ANYTHING to help me at all and would have just ruined my creditThey had no intention of helping me or exchanging or refunding anything until you contacted themMy future is very important to me and if I would have known they sell merchandise in this manor and treat their paying loyal customers this way I would have NEVER stepped foot in a conns facility! Im disgusted with all that I have been through with this company all the long phone calls and trips to the stores and corporate with nothing but disappointment on my endI have to work to pay my bills and I have taken way too much time out of my busy life these past months trying to fight and get whats expected of such a known company whether it be me taking off of work for the two different inspectors who came out on two different occasions with no supplies or on the phone trying to get feedback.feedback Im wanting to get this matter resolved I have endured so much unwanted stress and headaches from this situation I really appreciate everything that the Revdex.com has made possible and all your helpThere would have been nothing positive if it werent for the Revdex.com Thank you [redacted] ***

Thank you for the opportunity to respond to *** [redacted] ’s additional commentsConn’s agreed to offer *** [redacted] 10% off to keep the refrigerator she reported damages although she signed her delivery ticket acknowledging she received her unit in good orderWe appreciate *** [redacted] business with us and although we are unable to honor her request, Conn’s is willing to extend her the option to return or exchange her refrigerator with a 15% restocking fee *** [redacted] has already received a check in the amount of $ for delivery delay If we may be of further assistance, *** [redacted] may contact us directly at [redacted] [redacted] ***

Thank you for the opportunity to respond to Mr [redacted] ’s complaint Our records show on 12/21/14, Mr [redacted] purchased a [redacted] E330LP Barbecue Grill with a limited 1-year manufacturer warranty We show Mr [redacted] elected to take his grill from our Houston, TX location; Mr [redacted] signed acknowledging his grill was received in good order We researched Mr [redacted] ’s complaint and found he contacted our Customer Service Department on 1/24/15; 33-days after picking up the grill stating the grill was leaking gas We reviewed Mr [redacted] ’s purchase and verified he only had manufacturer warranty and Conn’s service does not service outdoor cooking products Mr [redacted] was instructed at that time he would need to contact the manufacturer Although we were unable to confirm the unit had failed, Mr [redacted] was offered the option to return/exchange the grill with a 15% restocking fee If we may be of further assistance, Mr [redacted] may contact our Customer Service Department at [redacted] Kind regards, Jana A [redacted] 2/23/ Complaint 01/04/- Made furniture of purchase and scheduled delivery for wednesday 01/07/promised by salesman 01/06/- received phone call confirming delivery on Wednesday 01/07/from dispatch 01/07/- Took day off from work and moved existing furniture in house to make room for new furniture to be deliveredAt 5pm with no delivery or notification; called store and delivery dispatchLearned my product would not be in houston until 01/09/WORK DAY WASTED - Salesman said he called me to notify delivery of goods would not happen prior, NO MISSED CALLs on cell or work phoneScheduled new delivery for Sunday 01/11/guaranteed by salesman 01/11/- Moved furniture again awaiting arrival of new furnitureAt 3:without delivery or notification, called Dispatch and StoreLearned that my goods would not arrive until 01/17/from DispatchANOTHER DAY WASTEDCalled store asking to speak with manager, told manager was not present on Sunday and that Frank the assistant manager is the manager on dutySpoke with Frank about the unprofessionalism and days wasted, Frank agreed about the unprofessionalism and would get the manager to give me call to see if they can wave delivery fee and deliver the other two smaller items that were in stock for the multiple inconveniences and unprofessional behaviorsPleaded that my goods would be in stock 01/17/and delivered 01/18/and that I would be contacted by the store manager Monday 01/12/ 01/28/- I have NOT been contacted by the Store Manager - I have NOT been contacted by my salesman - I have NOT been contacted by Dispatch - My furniture that I purchase has NOT been delivered Desired Resolution I wish to have my furniture delivered asap! I wish to receive a formal apology I wish to have the delivery fee removed from my bill I wish to received a discount and a future discount on more goods that I need for my homeI am needing to purchase new appliances and more furniture soon, If not, I can take my business to a more professional company Consumer Business Dialog

New Roman"">Thank you for the opportunity to respond to [redacted] complaint We researched [redacted] complaint and found her issue has been addressed and resolved Our records indicate on 4/22/an exchange was approved for [redacted] to replace her [redacted] lift chair We show [redacted] elected the same [redacted] lift chair model ( [redacted] ) and as of 4/25/her new lift chair was delivered and received in good order We sincerely apologize to [redacted] for the experience and any inconvenience that has been caused regarding this matter If we may be of further assistance, [redacted] may contact our Customer Service Department at [redacted] Kind regards, [redacted] 5/15/ Complaint [redacted] I bought a [redacted] refrigerator months ago, paid cash & purchased the extended warranty from Conn,sMy refrigerator went down [redacted] and is still downWe have had service tec's out to look at it, the last one that was here changed out the motherboard and told us if that did not fix it they would have to order and change the compressorMy refrigerator has the "smart diagnostic" system that will tell you what is wrong with it, Conn's does not use that because their cell phone signal from their cheap phone will not pick the signal up from the refrigerator, I have run the diagnostic time now my self and the keep telling me mother board and compressor need to be replaced so today "MAYBE" they will come and do a seal test on the doors as they have not ordered a compressor yetIf I had purchased this appliance from BEST BUY they would have already replaced the refrigeratorSo needless to say "Burn me once shame on you, Burn me twice shame on meI will never buy anything from "CONN'S" again and for sure I will pass this experience on to as many as I canI was told when I bought the extended warranty that if something were to happen that the product could not be repaired in a reasonable amount of time they would just replace itI don't know what Conn's call reasonable but I am tired of living out of a ice chest for almost a month now, that is unreasonableYou took my money now its time for you to hold your end of the deal up Desired Resolution Replace this refrigerator Consumer Business Dialog

Thank you for the opportunity to respond to [redacted] complaintOur records show on 11/08/14; [redacted] purchased a 50” Samsung television with a 25-month Repair Service Agreement Plan and received delivery on 11/20/ We contacted [redacted] on 12/17/to discuss her concern; during the conversation [redacted] expressed her dissatisfaction with her entire sales experience [redacted] also stated that she was not aware the television she purchased was a clearance item and wanted to exchange the unit for a new television without paying a restocking feeAfter further review of [redacted] complaint, Conn’s has agreed to honor her request to exchange her television only without paying the 15% restocking fee [redacted] is aware that she may visit her nearest Conn’s to re-select another television up to $ which is the original amount paid [redacted] will be responsible for any difference in price if she selects a television of greater value Although [redacted] has exceed the time-frame to return or exchange her sound bar; Conn’s is willing to extend her the option to return or exchange the unit with a 15% restocking feeWe 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 complaint Mrs [redacted] has been contacted and her issue has been addressed Mrs [redacted] was made aware her warranty has been cancelled and credited to her account and the purchase price of $has been approved for an exchange or credit We sincerely apologize for any inconvenience that Mrs [redacted] has experienced during this process If we may be of further assistance, Mrs [redacted] may contact our Customer Service department at 1- [redacted] Kind regards, Kathryn ***

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

Thank you for the opportunity to respond to Mrs***’s additional commentsAs previously stated, Mrs [redacted] elected to have her dishwasher delivered on 11/23/ However, it was installed by someone other than Conn’sWe are unable to determine who caused the damage to the wiresHowever, we will continue to service her unit under the terms and condition of the manufacturer’s warranty If we may be of further assistance, Mrs [redacted] may contact our Customer Service department at 1-877-358- Kind regards, LaKena [redacted] 1/29/

Thank you for the opportunity to respond to [redacted] complaint Our records show on 8/01/14, [redacted] purchased a [redacted] high efficiency washer with a 48-month Repair Service Agreement [redacted] signed invoice indicates at the time of purchase she acknowledged she was provided a copy of the Repair Service Agreement and that she understood the coverage associated with the product [redacted] elected to have her washer delivered; we show [redacted] delivery was completed on 8/05/ After researching [redacted] complaint we found she contacted our service department on 5/15/15; stating her washer was displaying error code L-E and the unit stops in mid cycle Our records show there has been a delay locating a provider in [redacted] area; we have been working with the manufacture to locate an authorized provider and as of 5/27/a factory authorized technician has assessed [redacted] washer and determine parts are needed to repair the washer The parts have been ordered and the technician is scheduled to install them on 6/5/ We sincerely apologize to [redacted] for the delay and any inconvenience as a result If we may be of further assistance, [redacted] may contact our Customer Service at [redacted] Kind regards, Jana A [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 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, [redacted]

Thank you for the opportunity to respond to Mrs [redacted] ’ concerns regarding her accountMrs [redacted] stated that she would like for us to remove the credit marks from her credit reports According to our recorded calls, Mrs [redacted] 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 [redacted] We appreciate Mrs [redacted] bringing her concerns to our attention We have attached a copy of her payment history for her records.Thank you,Cheryle S [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 need to make sure that the new washer will be delivered free of charge for the inconvience that we have incurred during this time It was not my fault that Conns cant service their equipment in a timely manner [Provide details of why you are not satisfied with this resolution.] Regards,

Thank you for the opportunity to respond to Mrs [redacted] ’ additional concerns Mrs [redacted] ’ has been contacted regarding her concerns Mrs [redacted] ’ will discuss our offer with her daughter and give us a call back If we may be of further assistance, Mrs [redacted] may contact Customer Service at 1-877-358- Kind regards, Kathryn James

Thank you for the opportunity to respond Mrs [redacted] ’s complaint Our records show on 5/17/15, Mrs [redacted] purchased a ** 65” Ultra HD Smart 3D LED TV with a 49-month Repair Service Agreement w/Accidental DamageMrs [redacted] ’s signed invoice indicates at the time of purchase he acknowledged she was provided a copy of the RSA & ACCIDENTAL DAMAGE brochure and that she understood the coverage associated with the product Mrs [redacted] elected to pick up her television from our Corpus Christi, TX location store #**Mrs [redacted] signed her invoice verifying her item was received in good order Our customers are given the opportunity to inspect their product prior to leaving the store Mrs [redacted] ’s signature on her pick up slip acknowledges that she thoroughly inspected her merchandise for damages for an exchange or price concession would not be authorized for damages discovered once the product leaves the warehouse or store Once the product has left the store we are unable to determine when the damage may have occurred Mrs [redacted] has been contacted and made aware she will need to contact service to have her television assessed for further assistance At this time we are unable honor Mrs [redacted] ’s request to exchange/return her unit If we may be of further assistance, Mr [redacted] may contact our Customer Service at 1-877-358- Kind regards, [redacted] ***