Conns Appliance, Inc.

Review: To Whom It May Concern, [redacted]

I am a customer of Conn’s and have been for quite some time. The reason for this letter is due to the blatant disrespect that I received from two of your collection representatives. I received a phone call today [redacted]. CST from telephone number [redacted] from a female stating that she worked for Conn’s. She asked to speak with [redacted] (myself) and I told her that she was speaking with her. The Conn’s collection employee proceeded to tell me that my account was past due as payment was due [redacted] for $[redacted] and was inquiring to know if we could take care of the payment now. I informed her that I was not able to make the payment today as I do not have any money at this very moment and that when I get paid on the [redacted] I can go to my local Conn’s store and make my payment in person. She proceeded to ask me if we could set something up for the [redacted] because that is as far as out she could go for a post-dated payment. I again told her that I cannot make a payment until the [redacted] when I receive my paycheck.

I was transferred without warning to another individual. Now a man is on the phone. He starts off with how can we help you? I told him that I did not need his help as Conn’s is the one that called me. [redacted] then stated how we can help you to make your payments since it see** that you do not have any money to make your payments. First of all, the female did not inform me that she was putting a supervisor on the phone. And secondly she should have understood when I spoke to her in polite English that I cannot make a payment until I get paid on the [redacted] and should have left it alone after that. So now [redacted] is on the phone and I politely and professionally explain to him that I will not be able to make a payment until the [redacted] because that is when I will have my paycheck and can make the payment. [redacted] then asks me if I have another avenue of income and asks directly why I cannot borrow some money for the [redacted], I again reiterated the [redacted]. Then [redacted] proceeds to ask me where is my [redacted] and why can’t he make my payment. Since when is it professional to ask a person about a [redacted] when attempting to collect a bill since this is not a debt as it is not 30 days past due. I do not have a [redacted] and I do not understand what business it is of his or Conn’s to question me in that manner. I asked [redacted] if he would like to be my [redacted] and then he could pay my bills. I again RESTATED the fact that I get paid on the [redacted] of [redacted] and I will make a payment in person to my local store [redacted] again asked why I did not have another avenue of income, why did I not have a [redacted] who could pay my bill and why could I not borrow money from someone for the [redacted] for a post-dated payment. I told him thank you, have a nice day, and hung up the phone.

After this extremely stressful, disrespectful, and upsetting conversation during my work day, I called and spoke with [redacted] (#[redacted]) in your customer service department. I explained to her what happened and she apologized for the behavior of your employees. I asked her if this is what is on your scripts when attempting to collect a payment from your customers and she stated NO. So, why would your employees go off script and choose to speak to me in such a manner?!

I am not sure what type of individuals you employ at Conn’s but this is absolutely ludicrous! I suggest mandatory Customer Service Re-training for all individuals involved in this incident that took place today. I would also recommend a Code of Business Conduct be closely adhered to in customer matters in the future. Sensitivity training would also be warranted in this case. For Future Lessons Learned notes - since when is an account that is 12 days late warrant this type of disrespect from not one but two of your Conn’s employees? This should be incorporated into role play in future Monthly sales meetings and a better solution should arise. If not it should be repeated until one is found. This is unacceptable treatment and WILL NOT BE TOLERATED. In a healthy market, where people can shop elsewhere believe me they will do so. Profits are not easy to come by and I am sure you will sorely find this out if you continue conducting business in this manner. Low level employees should never attempt to alter the profitability of a company business nor attempt to alter their bottom line by brining to work their bad attitude and lack of etiquette. Doing so should result in TERMINATION of employment. This is a serious matter I expect it to be dealt with as such. Discrimination on any basis is not tolerated in the State of Texas or the United States of America. I am a [redacted] raising [redacted] and I will not tolerate discrimination in the form of verbal references to my family. Discrimination in any form will not be tolerated by [redacted]’s in the proud State of Texas.

Companies routinely monitor and record customer calls so I suggest that you listen to a few recordings. This problem may go beyond the low level employees and your problem may exist in the mid management level and this idea is disturbing to say the least. I guarantee you will find some, if not a lot, of what I am speaking of in this letter. Please know if I receive further contact in this manner via phone during my work hours you will be contacted by my attorney. I will never do business with your company again. Once my account is paid in full our business relationship will be forever finished. Do not expect my household to invest further in your disreputable company. I will also inform all of my family, friends, coworkers, and business associates so they are aware of how I was dealt with so that they will take their money and do business elsewhere.

I am hereby reporting you to the Revdex.com and if necessary the Attorney General of the State of Texas.

Regards,

**. [redacted]Desired Settlement: There really is nothing that I feel can rectify this disrespect and discrimination. I believe that the company should update their practices with more significant training. People who talk to other people the way I was spoken to should not work in a field where they deal with people on a regular basis. That person should not be employed with the company.

Business

Response:

Thank

you for the opportunity to respond **. [redacted]’ concerns regarding account

#[redacted]. **. [redacted] stated she felt

disrespected when receiving a collection call regarding her account.

We

have a more than 120 year history of quality customer service and satisfaction,

and I would not want anything to impair that record. We take all customer

inquiries seriously and research every complaint.

According

to our records and recorded calls, **. [redacted] received a call regarding the

past due balance on her account.

The

questions that are asked are used so that we may better assist our customers and

help them bring their accounts current.

We

have placed a cease and desist on the telephone numbers associated with **.

[redacted] accounts. If she should receive

additional collection calls, we ask that she contact us so we may address the

matter further.

We

value **. [redacted] as a customer and appreciate her bringing this matter to our

attention.

Review: I called conns warrent and service dept to get my refrigerator fixed. it is leaking water from underneath the ice and water dispenser. the service guy came out, took a picture of the area and told me and my wife that he would have to get his manager to order the part. never heard back from him after a week, so I called conns to find out when hes comming back out to fix my frig. they told me that he closed the ticket and said my frig was damaged. my refrigerator is not damaged on my part. the part thats damaged is from the water leaking on the bad water/ice part. not from me.Desired Settlement: I either want my refrigerator fixed or all of my money back as this is very unacceptable service from conns.

Business

Response:

CASE ID: [redacted]

Thank you for the opportunity to respond to [redacted] complaint. Our records reflect that [redacted] purchased a refrigerator on

12/**/12 with a 24 month repair service agreement. [redacted] contacted us for

service on this item stating the ice/water dispenser was leaking. Upon inspection

the technician found that the dispenser was not leaking, but the water cup was

being filled during customer usage and not being cleaned or maintained. The

pictures provided by the technician indicates that water was left in the water cup

causing residue, corrosion and rust which are not covered by the Repair Service

Agreement (See Repair Service Agreement Section #4 a, b, & g). This is

commonly found when a container used to catch water or ice is removed from the

dispenser before the ice or water dispensing cycle is completed. The technician's inspection pictures

are available upon request. No exchange or refund is approved at this time.

If we may be of further assistance, [redacted] may contact us

directly at [redacted]

Kind regards,

Conn’s Customer Relations

Review: on [redacted] my husband pruchased a Lawn Tractor from Conn's in Okc, Ok and on [redacted] the Service Dept came and picked it up. it was dragging/digging into the ground. after a month of calling to find out where it was it was finally delivered back to us on [redacted]. it was not fixed. The handle that makesit go up and down was not correct. If you have it on 5 it was only 3" off the ground and the deck was not attached at the front. We had them immediately load it back up and ship it back to Dallas. I have been calling and calling getting the run around. No one knows where my lawn mower is. all we want is a new one or ours repaired and returned to us in a timely manner and a month and a half is not timely. They say the I am on the phone now speaking with [redacted] he found out that it was being fixed at that very moment and will be sent off as soon as possible but that is what they have said over and over. I have tried and tried to recitify this but after 1 1/2 months it is going nowhere.Desired Settlement: I would either like a replacement or it fixed and brought back to us. if they can't or won't fix it I do beleve it should be replaced.

Business

Response:

Review: I purchased a TV from Conn's on a 6 month interest free finance plan on 06/29/2013. I payed 200.00 down at purchase financing a balance of 631.58. On July 4,2013 I payed 300.00. on July 30,2013 I asked for payout balance and was told 331.58 and I then payed them the 331.58 that day. Almost 10 months later on May 14,2014 received a call saying I owed 4.72. Then received 2 more calls for the 4.72 on that same day. When I asked what the balance was for the call center told me that this was for property tax. When I pulled out my paperwork I did see where they charged me for the property tax but this was never explained to me at the time of purchase. Although I was unaware of it, it was included in my payoff of the financed amount so there still should not be any balance due. On 5/15/2014 I went to the store to pay the 4.72 even though I was sure that I did not owe it because the call center was threatening me that they were going to report it as a collection against my credit. So I went in to pay it and asked them to close the account and they said that they could not close it because it was now showing a balance of 130.74 before the payment of 4.72. Now they are telling me that they sent it to someone to review it to see if the charges would be removed. According to my calculations, the amount that they are saying that I owe adds up to be the same amount as the interest charges that would have been due had I taken longer than the six months to pay plus the amount of the property insurance.

Product_Or_Service: Samsung televisionDesired Settlement: DesiredSettlementID: Other (requires explanation)

I would like them to remove the bogus charges, zero my account and close it.

Business

Response:

Thank

you for the opportunity to respond to Mr. [redacted] concerns regarding account

#[redacted]. Mr. [redacted] stated he paid his account off on

July 30, 2013

and we have contacted him to collect a payment on the account.

According

to our records Mr. [redacted] signed a 12-month retail installment contract on

June 29,

2013. That contract included a

6-month no-interest promotion. The

invoice total was $666.69, which included $631.58 for the product and $35.11 for

property insurance. Mr. [redacted] made one

payment of $300.00 on July 4, 2013 and another payment of $331.58 on July 30, 2013. This paid the invoice total of $631.58

without the insurance.

The account has

been closed as of May

19, 2014; however, Mr. [redacted] will receive full credit for $4.72 which

was the amount he paid over

the invoice amount of $631.58. Please allow 7-10 business days to process the

credit.

We

value Mr. [redacted] as a customer and sincerely apologize for any inconvenience he

has experienced due to this matter.

Review: Conn's has issued a credit card under my name after I was told they were running my credit for ELIGIBILITY. I was told what I was signing was acknowledgement that my credit was run in regards to the inquiry of getting a credit card. I was assured that the credit card would not be issued unless used. I never used the credit line given to me however a credit card was still issued. This is a blatant example of being scammed.Desired Settlement: I want the credit card removed/cancelled with no trace of it being assigned and my credit to reflect no indication of this card ever being issued or canceled. If this is not possible, a lawsuit should be brought against conn's for corrupt business dealings and not following standards issued by the Revdex.com.

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted] concerns

regarding a credit card. Mr[redacted] stated he received a credit card in the mail that he did not authorize.

We do not have record of a credit card being opened in Mr. [redacted] name. If Mr. [redacted] received a card in

error, he may call the toll-free number on the back of the card and request the

card be canceled.

Review: [redacted] I bought a LG refrigerator 18 months ago, paid cash & purchased the extended warranty from Conn,s. My refrigerator went down April the ninth and is still down. We have had 2 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 compressor. My 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 2 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 yet. If I had purchased this appliance from BEST BUY they would have already replaced the refrigerator. So needless to say "Burn me once shame on you, Burn me twice shame on me. I will never buy anything from "CONN'S" again and for sure I will pass this experience on to as many as I can. I 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 it. I 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 unreasonable. You took my money now its time for you to hold your end of the deal up.Desired Settlement: Replace this refrigerator

Business

Response:

Thank you for the

opportunity to respond to [redacted] complaint. Our records show on 7/5/13,

[redacted] purchased a LG French Door refrigerator with a 48-month Repair

Service Agreement Plan.

We reviewed [redacted]

complaint and found he contacted our service department on 4/9/15 stating his

refrigerator was not cooling or freezing. Our records show on 4/29/15, Conn’s

agreed to issue an exchange under the Terms and Conditions of the Repair

Service Agreement due to there was a delay receiving the necessary parts to

complete repairs. We no longer have the same refrigerator [redacted] originally

purchased therefore; he was contacted and made aware that we will issue an

in-store credit of $2199.99 (original amount paid) to re-select another

refrigerator that meets his expectations. [redacted] may visit his nearest

Conn’s location to initiate the exchange.

We sincerely apologize

for any inconvenience [redacted] experienced as a result of the service delay.

We have also attached a copy of our food loss claim for [redacted] to submit if

any food was loss as a result of the refrigerator malfunctioning.

If we may be of further assistance, Mr. Rolan

may contact Customer Service at [redacted].

Kind regards,

Review: I received a dryer almost a year ago. My first 3 payments were for 150$. We then made payments of 54$ for a number of months. I became unable to work due to a stroke and we got behind. Seeing as how we had paid 150$ the first three months (3x the normal payment) I was under the impression we were still current. We caught back up and I called to make a payment only to find out not one of my payments had been logged. They keep horrible records and are lacking notes from a series of calls I had made. Following each payment I made via money order I called an verified they received payment. Also not documented. I contacted corporate and it took a week and more than 6 reps to give me straight answers on how many accounts I had, why some were closed and how much was paid to each account. I was told something different each time. I received zero calls, letters or emails. Following my initial called I received 1 letter stating a balance. One week following the letter I now receive 4-10 calls DAILY Even after I answer each call. Every rep I have spoken to has been incredibly rude and condescending. Half way speaking to reps when I don't cave and den them money I get transferred mid sentence and have to start over. They then deny o was transferred and tell me that I either called or the auto dialer did. No one will even attempt to help me because I'm past due. How would I know with verbal confirmation and no letters/calls. I was belittled and made to feel that their screw ups were my fault for not "checking my credit score regularly". I feel someone pocketed my money and I am not comfortable paying more until my payments are found. Unfortunately my AC practically exploded and ruined all my files. I told them I would call everyone's order location and find them. I was berated with questions and made to feel stupid. I was asked things such a "how do you pay car and electric without your records" I said I pay those jut fine. The reps response was "of course" in a snide tone. Every rep said I had to pay even more to hold my account from being charged off. I was not allowed time to find my receipts, only bullied for more money. I feel someone pocketed my money and deleted the numbers from the auto dialer so I wouldn't notice. I didn't want to bring this up because I don't have the means to do Anything about it, but I have a whole other product they don't even have record of because they lost the contact 4 times! It took them a week and 4 wrong products later to deliver it. Following that I had to come back several times to sign new contracts.Desired Settlement: resolution and to not be charged off.

Business

Response:

Thank you for the opportunity to respond to [redacted]

concerns regarding account #[redacted]

stated she was not aware the account was past due because she had not received

any calls or mail regarding the account. She also

stated she mailed in money orders to pay on the account; however, these payments

have not been credited to the account.

According to our records, [redacted] signed a [redacted]

retail installment contract on February 14, 2015. The first

payment was due on the account on March 14, 2014. A welcome letter was mailed to the verified

address on file on March

5, 2014.

Another letter was mailed to [redacted] on March 15, 2014

reminding them if the payment was not made timely, they would lose their

no-interest financing promotion. We began call attempts on March 17,

2014.

Another letter was mailed to the verified address on

March 18,

2014.

Call attempts continued each day until May 20, 2014 when we

were able to speak with [redacted]. He stated on the recorded call that he had a

late check and would go into the store to make the payment on May 23,

2014.

That promise to pay was broken and the payment was

not made.

Call attempts resumed on May 24, 2014. Another

letter was mailed to the verified address on June 11, 2014 regarding

the past due balance on the account. Call attempts continued until June 12, 2014, when

[redacted] called our collection department. Per the

recorded call [redacted] was informed that the account was past due for $74.15.

[redacted] paid the $74.15 and there was no mention of payments made by money

order that she had not received credit for.

During the call on June 12, 2014, [redacted] stated she should have two accounts, a dryer and a

refrigerator.

[redacted] called back in on June 26, 2014 to find

out why the refrigerator was not listed on her account. .

Due to an error on our part, the account that had the

refrigerator on it was canceled; therefore, [redacted] has a refrigerator, which

she is not making payments on.

Collection efforts resumed on July 16, 2014 and we

were able to reach [redacted] on July 23, 2014 and he stated he would go in the store that

Friday July 29,

2014 to make a payment. [redacted] did not make the payment on July 29, 2014 as

promised and collection efforts resumed on July 30,

2014.

An additional letter was mailed to the verified

address on file on August 27, 2014. Another letter was mailed on September 14, 2014 and

again on October 9,

2014 as collection efforts continued. A legal

demand letter was mailed to the verified address on file on November 14, 2014. Then

an email was sent to [redacted] on December 10, 2015 as collection efforts continued. In

addition two emails were sent to the verified email address on file on December 29, 2014 and

again on January 5,

2015.

[redacted] called in on January 30, 2015 to

find out the balance on the account. [redacted] stated that a dozen payments have

been made on the account at this time. [redacted]

stated she watched her husband make a dozen payments on the account. [redacted]

asked to speak with a manager during this recorded call. [redacted] stated that

she would find her receipts. The manager attempted to let her know that

we could credit the account if she could locate the receipts. [redacted]

disconnected the call before the manager could communicate that to her. On January 31, 2015, we

mailed [redacted] and [redacted] a copy of their payment history to the verified address

on file. Additional emails were sent on February 1, 2015 and

another legal demand letter was mailed on February 3,

2015.

According to the recorded calls on February 9, 2015, [redacted] stated she received a delinquent letter in the mail and she would like to

speak with someone about the account. [redacted]

then stated she personally sent in $150.00 payments for 3 or 4 months and her

husband sent in 3 or 4 payments of $50.00 each. [redacted]

then stated she knew she was behind but was not sure how much. The agent

asked if she could send in bank statements to prove the payments were

made. [redacted] stated she would look for the bank statements. We attempted to

call [redacted] again on February 10, 2015 and on February 11, 2015;

however, [redacted] stated she is not paying on the account and disconnected the

calls.

When we spoke with [redacted] on February 12, 2015, she

stated she made several payments by money order and she does not have the

receipts.

[redacted] also stated she called each time she made

the payment to make sure it posted to the account; however, all of our calls are

logged and recorded and we do not have verification of those calls.

Collection efforts have continued to attempt to collect

the past due balance of $458.61. We have attached a copy of [redacted]’s

payment history for his records. If **. and [redacted] still believe their

balance is incorrect, they will need to fax in proof of the payments they are

stating they have made on the account.

We value [redacted] and [redacted] as customers and appreciate

them bringing their concerns to our attention. Thank you,[redacted]

Consumer

Response:

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Consumer

Response:

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.

They do not keep good records or record every single phone call. The notes in their file are not kept well. I've called and they've read me back notes that were completely wrong on every level. I corrected them and was told "Well that's what's in the computer" BUT ITS WRONG! The entire company is incompetant. My main issue now is they tell me everyday it's about to charge off. I need time to call everywhere I've gotten a money or and get the reciepts. They told me I only had a few days and they would do nothing to keep it from charging off even though this is their fault it's delinquent in the first place. The only payments they show record of are the two debit card transactions. Not a single money order. I also get called 6-10 ttimes a day even when I answer and talk to someone each and every time. It's harrassment.

Regards,

Business

Response:

Thank you again for the opportunity to respond to [redacted]'s concerns regarding her account. We are unable to stop the charge-off process without a payment posted on the account. [redacted] stated in one of the recorded calls that she knew she was at least four months behind on the account. The only way to prevent the account from charging off is to accept the payment arrangements offered to her. This will allow [redacted] the time she states she needs to locate the proof of payments. Thank you, [redacted]

Consumer

Response:

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.

There is no logic in giving a company MORE money when theybe lost all but two payments. I'm not comfortable with that. I don't work anymore and the two Pennys I have to run together are precious to me. I will not send my last penny to a company known for loosing money. If I had a payment to the CES himself I still wouldn't be comfortable.

Regards,

Review: Received email & direct mail indicating that our credit line had increased to $4900.00. Called to confirm and was told the we would need to reapply. We have had a credit line w/ Conn's for 3 years and recently paid it off (last month - [redacted]). We then received and email & direct mail saying to "Congratulations! Enjoy your credit line increase of $4900.00". I have all docs. When I called to confirm, reps and supervisor said that we do not have an increased credit line and that we would have to reapply - even though we already have a credit line. This is bait and switch.Desired Settlement: Conn's needs to honor their offer.

Business

Response:

[redacted], Thank you for the opportunity to respond to [redacted] complaint regarding the credit line increase mailer that was sent out. We regret [redacted] feels as though our promotion offer was an attempt to "bait and switch". The offer that was sent to [redacted] was in good faith, based on information received [redacted] meet our qualifications to receive the offer. Our credit line increase letter does state Subject to credit approval. If [redacted] has any additional questions regarding his application he may contact us at [redacted]. Thank you, [redacted]

Review: I have been getting multiple calls on my cell phone from Conns Credit asking for a [redacted]. Each time, I explain that they have the wrong number. They always apologize but, they continue to call each day.My cell phone # is [redacted]. My name is [redacted] I am NOT [redacted] nor do I know a [redacted]. My cell phone is a pay as you go phone that I use for emergencies only. Not only is it harassing to continue to get calls from Conns after I've told them multiple times they have the wrong number but, I also get charged by my cell phone carrier for each call.Desired Settlement: Remove my cell phone number [redacted] from your contact records for [redacted] and stop harassing me with calls asking for him or asking if I know him.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] concerns regarding phone calls she has received regarding a

Conn’s account. We have determined this account belongs to another customer and Mrs. [redacted] phone number was linked to the account in error. We have placed a cease & desist on the telephone number associated with the phone number provided by Mrs. [redacted]. In

the event Mrs. [redacted] receives any further calls from Conn’s we ask that

she contact us immediately so we may address this matter further.

We sincerely apologize for any inconvenience Mrs. [redacted] experienced concerning this matter.

Review: I purchased a refrigerator from Conns in [redacted]. Subsequently it has stopped working. I placed an order for service [redacted]. The item stopped working [redacted] however I went out of town. Service came out and said they were ordering parts. I was later told that they would not be repairing but replacing the fridge because it could not be repaired. As of today I have not received a new refrigerator. I have been without one for a whole month. I am unable to keep good in my home and have had to eat out everyday with my [redacted]. Each time I call I am given conflicting or completely false information. I would appreciate a new product and timely response. I also believe I deserve a credit for still paying for this product that I cannot use in addition to concession for the food I have lost as possibly even for having to purchase food all this time out.Desired Settlement: I would like an exchange as well as a billing credit.

Business

Response:

Thank you for the opportunity to respond to [redacted]’s complaint. Our records show on [redacted] purchased a [redacted] French door refrigerator from us with a limited manufacturer warranty. [redacted] elected to have her refrigerator delivered. We show [redacted] signed acknowledging her refrigerator was received on [redacted] in good order.

[redacted] contacted our service department on [redacted]; stating her refrigerator was not cooling. A service call was scheduled; during the inspection the technician found three parts needed to be ordered and replaced. The technician ordered the parts on[redacted]; on [redacted] two out of the three parts became available. After reviewing [redacted]’s complaint we found there was a delay getting the third part needed to complete her refrigerator repair. Therefore, Conn’s agreed to exchange her refrigerator; [redacted]’s exchange was approved on [redacted]. As of [redacted]’s new refrigerator has been delivered and received in good order. We sincerely apologize to [redacted] fo the experience and any inconvenience that has been caused.

If we may be of further assistance, [redacted] may contact us at [redacted].

Kind regards,

Business

Response:

Thank you for the opportunity to respond to [redacted]’s complaint. Our records show on [redacted] purchased a [redacted] French door refrigerator from us with a limited manufacturer warranty. [redacted] elected to have her refrigerator delivered. We show [redacted] signed acknowledging her refrigerator was received on [redacted] in good order.

[redacted] contacted our service department on [redacted]; stating her refrigerator was not cooling. A service call was scheduled; during the inspection the technician found three parts needed to be ordered and replaced. The technician ordered the parts on[redacted]; on [redacted] two out of the three parts became available. After reviewing [redacted]’s complaint we found there was a delay getting the third part needed to complete her refrigerator repair. Therefore, Conn’s agreed to exchange her refrigerator; [redacted]’s exchange was approved on [redacted] As of [redacted]’s new refrigerator has been delivered and received in good order. We sincerely apologize to [redacted] fo the experience and any inconvenience that has been caused.

If we may be of further assistance, [redacted] may contact us at [redacted].

Kind regards,

Review: I entered the [redacted] location of Conns on [redacted] of [redacted] to purchase bedroom furniture. My salesman was very nice and helpful with my selection. He advised that Conns offers next day delivery and that I would be able to receive my merchandise swiftly. The first mishap occurred with Conns' Warehouse inventory system. There was a discrepancy in the actual amount on hand and the computer numbers so I was told I couldn't receive my furniture the next day. It would be ready on the day after ([redacted]). On [redacted], I received a phone call from the delivery crew telling me that the furniture was damaged and that I'd have to wait another day to have my furniture delivered. I was not please with this information because waiting another day for delivery would mean that I would have to miss work to accept the delivery.

I contacted the store to speak with someone about an alternate solution for the delivery. I was told there was nothing that could be done and I would have to wait until [redacted]. On [redacted], I called and spoke with the manager by the name of [redacted]. When I explained to him the situation and inconveniences associated with the furniture purchase, he over talked me and immediately tried to give an excuse as to how he couldn't solve the issue. I stated that I would like my delivery fee discounted or waived due to the trouble I would have to go through at work to meet the delivery team. He was unbothered by the situation, he made no attempt to help rectify the situation and he definitely did not make me feel like my business ( that I CHOSE to bring to his location) was important. I noted that if there was not something that could be done for my troubles I would return the merchandise, he snidely responded "If you accept the furniture, its yours, you can't return it." He was unhelpful and still did not find a resolution to my problem. I fully intended refusing the order, until my salesman [redacted] contacted me and stated that he received confirmation from his district manager to provide me with a gift card of $** for my trouble. I accept the gesture and the furniture as well. The delivery was completed on [redacted].

It is now [redacted] and I have yet to receive the promised gift card, a follow-up, or an acknowledgment of the mishap.Desired Settlement: I would like an apology and an adjustment towards my bill. I had to use vacation time to babysit their delivery team. I strategically placed my order on a [redacted] so that I could receive my order on a weekend day and still had to leave work. Using this time took away from time that I needed for an actual vacation. This experience has been a nightmare. I'm newly relocated to [redacted] and I had intentions on buying a full house of furniture from the company, but that won't be happening now. I will not continue to spend my hard earned money with a company who's representatives don't value their customer. I wish I would have declined the delivery.

Business

Response:

Thank you

for the opportunity to respond to [redacted]’ complaint. Our records show on

[redacted] purchased the [redacted] bedroom set, [redacted]

Queen mattress and [redacted] Queen foundation. [redacted] merchandise was

originally scheduled for delivery on [redacted] however; the furniture was

damaged during transit and was re-scheduled for [redacted]. Our records show [redacted].

[redacted] received all her products in good order on [redacted].

After

further review and research, we do show [redacted] was offered a $** gift card

for her inconvenience and the delay in delivery. Our records show we mailed

[redacted] gift cards on [redacted] however; we have confirmed that the gift

cards has not been used.

Conn’s has

agreed to concession [redacted]’ account for $** in lieu of receiving the gift

cards; please allow 7-10 business days for processing. We sincerely apologize

for any inconvenience [redacted] experienced during this process.

If we may be

of further assistance, [redacted] may contact customer service at

[redacted].

Kind regards,

Review: In [redacted], I bought a $2600.00 [redacted] refrigerator from Conn's. Beginning around [redacted], the refrigerator stopped cooling, then again at [redacted]. Since then, Conn's has replaced the computer 3 times, plus some other minor repairs. On [redacted] the refrigerator stopped cooling again. The service tech came out and said it was the sensors. He ordered sensors and they were installed on [redacted]. The refrigerator did not start cooling. The service tech said the compressor is not working. He said he would call Monday, [redacted], to see if it started cooling. It did not start cooling over the weekend. The tech called Monday and I told him that the refrigerator did not start cooling. He said that his manager said that my refrigerator was going to be exchanged. He said someone would call me within 48 hours to give me the details. Noone has called. I called them today ([redacted]) and I was told that my refrigerator was NOT going to be exchanged. Instead, they ordered a compressor and it would arrive at their business on [redacted]!!! I spoke with someone in the corporate office and she just kept telling me that my refrigerator would not be exchanged.I was told last year when all this began that when I have the same problem 3 times, the refrigerator would be exchanged. I've had three computers replaced! I don't understand how much more I have to be inconvenienced with this refrigerator not cooling. Each time the refrigerator goes out, it takes a week to a week and a half to get it going again. I've lost hundreds of dollars in food. It's expensive to buy food on a daily basis. I don't know what else to do or where to turn to get help. I have told them several time that I have a lemon and that I'm not happy with the product or their service. I'm very frustrated.Desired Settlement: I would like an exchange or my money back. I need a refrigerator that's dependable. Their customer service is lousy. I just don't know how many more times this refrigerator has to break down before I get another one.

Business

Response:

Review: Couches have had numerous repair issues. Couches are barely a year old. In good physical condition. Well taken care of. Structurally they have a lot of problems. I've had at least 4 repair men come out with zero resolution to the problem. I had a scheduled appointment for someone to come out between 11-2 and he was a no call/no show ([redacted]). My husband took a day off which cost us around $600 for his absence at work for them to not show up. I've tried calling the location where the furniture was bought and all I get is the run around. I ask to speak to the manager and he comes on the phone and I tell him the issue and he puts me on hold and someone else comes on and says the manager isn't in yet. I feel like I get the run around from all management staff. I pay my bill on time every month. These are $4,000 couches and you would expect better quality from the brand and a little better customer service from the company. I also purchased the extended warranty under the understanding that any issues my fault or not would be taken care of no questions asked. But that has not been the case. This warranty was over $1,000.Desired Settlement: I would love for them to pick up their merchandise and refund me the money I've paid and the extended warranty and all interest to this point.

Business

Response:

Thank you

for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on [redacted],

Mrs. [redacted] purchased the [redacted] furniture set which

consist of three pieces (sofa, loveseat, and recliner) with a 48-month [redacted] and received delivery on [redacted] in good order.

On [redacted], Mrs. [redacted] contacted us stating the recliner lever had broken off. A service

call was scheduled for [redacted]; upon inspection the serviceman found the handle

was broken and ordered a new handle to be shipped to Mrs. [redacted]’s resident for

repair. Our records show Mrs. [redacted] received the parts on [redacted]; we

attempted to contact her to schedule a repair date however, we were

unsuccessful attempts therefore the service order was cancelled. On [redacted],

Mrs. [redacted] contacted us stating the stitching was coming loose on the sofa and

loveseat. A service appointment was

scheduled on [redacted]; upon inspection Mrs. [redacted] informed the serviceman that

the back cushion was leaning on the loveseat however; the serviceman did not

find any issue with the loveseat and reported it was up to the manufacturer’s

specification. The serviceman did find the sofa piping in the seam area was

starting to expose and was able to stitch into the seam to tighten. On [redacted],

we contacted Mrs. [redacted] to follow-up on recent service; during conversation

she informed us she was not happy with repairs on the loveseat and the unit was

leaning to the floor. A service appointment was scheduled for [redacted]; upon

inspection the serviceman determined parts were needed to complete repairs. As

a temporary repair, the serviceman was able to bend the mechanism back in place

until parts became available. Our records show on [redacted], Mrs. [redacted]

contacted us to inform that she received the parts and also wanted to report

that her sofa and recliner had rips and tears. Mrs. [redacted] was originally

scheduled for service on [redacted] however; there was an issue with the system and

the serviceman did not receive the correct service date.

We

contacted Mrs. [redacted] on [redacted] and apologized for the lack and communication

regarding her service repairs. Mrs.

[redacted] was offered the option to continue the repairs or exchange the set she

currently has. We followed up with her

on [redacted]; to determine if she wanted to exchange or continue with the repairs

during conversation she stated she wanted to return her furniture and receive a

full refund. We reminded Mrs. [redacted] that Conn’s has a No Return Policy on

furniture however; we could continue with repairs or issue an exchange on the

furniture. At this time we are unable to honor Mrs. [redacted]’s request; she may contact

us directly at ###-###-#### to process an exchange or schedule a service

appointment to complete repairs.

Kind

regards,

Review: Purchasing a lawn tractor from Conn's Appliance Store.The purchase was made on [redacted] using their retail installment plan.The tractor has been in the shop 5 times since March. The first 2 times(Conn's was contacted and they told us to take it to the manufacturer supplier) went to the manufacture supplier we told there was nothing else they could do. We asked Conn's for a replacement,we were told that the tractor had to go to their service people 3 times before it could be replaced. We have sent it to them 3 times and now this makes the 4th time it has broke([redacted]) We called Conn's and told them this is time #4 and we wanted it replaced. They told us it was not and it had to go to service yet another time. We call to discuss this with them no one will talk to us we are put on hold told they will return calls nothing ever happens. Now we are told they will pick it up today([redacted])to take it to service. The same problem not a different one is always wrongDesired Settlement: Replace lawn tractor with one that works properly

Business

Response:

Review: On sep 9 2014 I purchased a air/heat unit.with a 24mo service agreement. On oct 15 turn the unit from cold to hot to adjust to the weather.when I switched the temp the unit didn't get hot so I adjusted temp to highest possible which was 86 left on for 2hrs the unit still remained cold.I call now the store to report the b problem the next day.the b assistant managers response was it was sold as is I asked him to look at my contract that it showed a 24mo service agreement. His response was call the service dept, so I did that there response was we dont service this particular unit anymore go to the store and tell them to do an over the counter exchange. So I took the unit to the spring store they said they didnt have a unit to replace the broken one so they told me to take the broken unit back home until they can call around and find us another one.I refused to take the unit back home so I left it there.went home and waited for a call after 3days had passed and still no call from anyone I called customer service and asked for a manager after speaking to 12 reps and explaining my situation. I had a rep tell me that he had spoken to b his supervisor that service dept was going to pick up the broken unit from the spring store tepair it and have it back to me within 24hours and that they would also give me a 80.00 credit for my troubles.that was a friday on monday I didnt hear anything so I called the spring store to see if b service dept had picked up the unit they said no I said is there a 80.00 credit in the sysyem they said there was nothing in the system about the broken unit or an 80.00 credit.im really frustrated at this point because it's going on a week I have no heat there is hole in my wall where the unit is suppose to go.so I called a supervisor again I got the run around we were sent to me 4 different stores to pick up a working unit and b each time it b was something different either they said oh im sorry the unit has been sold or we dont have any info about u coming to get a new unit.the next day I finally spoke to a manager by the name of aaron in the customer service dept who called around to find unit a try to resolve the issue he located a unit had the spring a tore to fax over a pick up slip and said that the [redacted] store which was an hour away has a unit for us so because of the past situation I called the store just b to be sure I spoke with a manager by the name of [redacted] he said yes the unit is here it just a little crack on the side.what a joke me and my wife drive an hour to the [redacted] store only to be once again disappointed they showed us the unit it was busted up so I asked does it work they said yes I asked can u plug it up please I just drove an hour there response was we cant test the product in in the store so I proceeded to look for an outlet I found one behind a cabinet.I plugged it in the cold air worked but not the heat just like the unit I had returned oh my god I was so upset I started crying because it had been a week in a half that my family had to sleep I. The cold so it hurt because my wife and daughter both have [redacted] we had to sleep in in coats hats socks and sweat pants because we live in a manufactured home.the manager said im going to help u because I understand your frustration so I will give u a new unit at the same price he said I will be right back he went to make a phone call he came back and said im sorry I can give you the unit but for 499.00 dollars. I was mad I could scream I didn't feel like I should had to pay anything extra because of everything I had to endure.I left the store with no unit and its 2weeks still with no heat.today is tuesday I called the manager back explained the situation he said he couldn't help any further and said he was going to refer the issue to the resolution dept he gave me a ticket number and said they will call me tomorrow at 9:30. So we will see what happens mean while we are still in the cold with the hole in the wallDesired Settlement: Payoff my account and compensate us for our pain and suffering of having so be without heat for two weeks. And also provide us with a working heating unit.I had to miss a days work without pay.

Business

Response:

Thank you for the opportunity to respond to [redacted]

complaint. Our records show on 9/08/14; [redacted] purchased a floor model GE

heat/cool air conditioner with a 24-month Repair Service Agreement Plan.

We received [redacted] complaint and found he contacted our

Customer Service department stating his heat/cool unit does not work when

attempting to use the heat. Our records show [redacted] unit qualified for an

over-the-counter exchange however; we no longer had the exact model available

in stock as this is a seasonal item sold at Conn’s. We attempted to locate another

heat/cool unit however; we were unsuccessful locating another unit for $280.11

which was the original amount [redacted] paid.

Our records show on 12/5/14; Conn’s processed a full credit in the

amount of $357.29 ($280.11 for heat/cool unit and $49.95 for warranty plus tax)

to close his account because we were unable to locate another unit; no further

credit is due at this time. We sincerely apologize for any inconvenience [redacted] experience during the exchange process.

If we may be of further assistance, [redacted] may contact us at [redacted]

Sincerely,

Review: ON [redacted] I PURCHASE A MATTRESS FORM CON'S WITH IN TWEENTY BUSINESS DAYS THE MATTRESS COLLAPSE IT HAS MY HUSBAND AND I SLEEPPING LIKE WE ARE LYING ON A SEA SAW OUR HEAD IS DOWN AND OUR LEGGS AN FEET OUR POINTED UP WE HAD CON'S TO COME OUT AN SEE THE PROBLEM THEY SAID THEY COULD NOT REPLACE THE MATTRESS BECAUSE IT NEEDS TO BE ONE MORE INCH LOWER FOR THEM TO REPLACE THIS MATTRESS THAT WE OUR NOW ABOUT FORE INCHS LOWER.CON'S CAME OUT AGAIN ON [redacted] NOW THEY SAID THAT THE MATTRESS CALLAPSE IS FROM STAINS ON THE MATTRESS THATS WHY IT COLLAPSE.WE ARE REFUSEING TO PAY THE FULL AMOUNT OF OUR BILL AT THIS TIME.

Product_Or_Service: MATTRESS

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: WE WOULD LIKE FOR CON'S TO SETTLE THIS ACCOUNT BY WIPEING OFF THIS BILL DO TO THE FACT THAT MY HUSBAND AND I HAVE NOT HAD A GOOD NIGHT SLEEP IN A YEAR WE ARE HAVEING CHRONIC NECK AND SHOULDER PAINS AND MY DOCTER SAID WE WILL CONTINUE TO SUFFER UNTIL WE REPLACE THIS MATTRESS. ALSO WE WANT CON'S TO REPLACE THIS MATTRESS AN SEND A LETTER TO THE CREDIT BUREAU THAT THEY ARE REMOVEING LATE PAYMENT ON OUR ACCOUNT.

Business

Response:

Review: On Feb. 1 2014 I purchased a washer and dryer from Conns Lufkin Store. On June 6, 2014 I started getting a error message on the washing machine and no water would run through it. I called the service center for them to send someone out to fix it. After not hearing from them in 4 days I called back and was told they did not have a repairman in this area to fix it and that they would replaced the washer with approval.They had me do another agreement on the 17th and I was told that they would deliver the washer on the 18, which they did not. I have called these peoples several time includeing the head office. I have been with out a working washing machine just about the whole month. I have lived up to my agreement, they have not.Conns policy is Conns authorized service technicians are dedicated to repairing your product as quickly as possible. I am also paying for extended warranty on the washer and dryer.

Product_Or_Service: HE TOPLOAD WASHER

Order_Number: [redacted] Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I want a refund for this month that I was not able to use my washer. I also want Conns to come to pick up this washer and dryer without me having to wait another week before I can purchase another one and wash my clothes. I am also writing this so there will be no repercussions on my credit, because they have not work with me any kind of way in honoring there agreement. If there is any way you can help me convince the to come and get this washer and dryer, before the

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on

2/1/14, Mrs. [redacted] purchased a Samsung washer and dryer with a 24-month

Repair Service Agreement Plan. On 6/6/14, Mrs. [redacted] contacted us stating the

washer is displaying an error code “1E”. Although we did not have a service

technician in her area, we contacted the manufacture to locate an authorized

service provider however; due to the location we were unsuccessful in our

attempts. On 6/16/14, we received an approved authorization from the

manufacture to exchange Mrs. [redacted] washer due to the delay. Mrs. [redacted] was originally scheduled for delivery on 6/25/14 however; due to the weather

our delivery team was unable to deliver the unit as scheduled therefore

delivery was re-scheduled for Wednesday 7/2/14 which is the only day of the

week we deliver to Crockett, TX. On 7/2/14, Mrs. [redacted] was contacted by

Conn’s delivery to provide an estimated time of arrival however; Mrs. [redacted]

informed our delivery team that she did not want another washer and wanted the

old unit picked up therefore the new washer was not delivered. At this time we

are unable to honor Mrs. [redacted]’s request to return her washer. Conn’s offers

a 30 days Return and Exchange Policy on appliances; Mrs. [redacted] has been

approved to exchange her washer and the unit is still available for delivery. Mrs.

[redacted] will need to contact delivery to schedule a Wednesday appointment that

is convenient for her. In addition, as a good will gesture Conn’s has agreed to

honor Mrs. [redacted]’s request an issue a credit of $89.14(monthly payment) to

her account ending with 05-31.

If we may

be of further assistance, Mrs. [redacted] may contact Customer

Service at [redacted]

Kind regards,

Consumer

Response:

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.

From: [redacted]

Sent: Monday, July 21, 2014 3:20 PM

To: drteam

Subject:

In anser tio your email onjuly 10 2014. The problem has not been resolved. The washer and dryer is still at my house. They refused to pick it up and telling me I have to pay the balance on the account. I only had the set for 4 months before the washer broke. Like I stated in the last email I was paying for the exstended warranty, therefore I shouldnt have had to wait over a month to have it repaired. I have called them several times to come and pick it up, without results. They did not give me a refund for the month of june and I did not make a payment for the month of July. All I want is for them to comeand pick them up at this point.

Regards,

Review: [redacted]We purchase sofa & love seat there was a charge for $389 to 400.00 insurance on theft or fire plus $129.99 delivery charge that was promise to be taken off if we bring homeowners declaration page plus free delivery rebate coupon.we did it next day and after long debate whit cashier (on your face yelling by cashier towards me)we got to talk to mgr.new contract with verbal explanation free delivery was mail in coupon.Furniture was delivered on [redacted] at this time my door as dented against a table I have.around furniture cushions look about 9 inch thick.3 days latter we decided to buy anti slip protectors for legs we notice missing back left leg on sofa (Mfg defect #1)we call store they said 24hrs to fix problem,on [redacted] the came and screwed in a new leg.at this time I notice cushions were loosing thickness so I change them around.But this did not work still collapsing.on [redacted] we went to store to make 1st payment but decided to address problem Mgr. advice to call 1800 number I call on [redacted] talk to [redacted] she said tech would be sent to my house complaint #9[redacted] tech shows on [redacted] he said the only thing he can do is order new foam better than the one they where using on this sofas. I ask if they guaranty no more problems on collapsing issue also he said was yes or no!I refuse this fix.(Mfg.defect #2)I immediately call 1800# talk to [redacted] she inform me no RETURNS OR EXCHANGE.That is not what is says on pamphlet given to us with contract 30 days under manufacturer's defects new work order #[redacted] she said I would have answer in 72hrs.All this time we ask for exchange of sofas and yes we are not welling to pay $2810.56 For 3 weeks of use cushions are now at 6inches width and going down.We are disable 5 bad disks on me And 4 on my wife's back it is ridicules trying to sit down on this sofas plus very painful. we had previous sofas for 5 years and they were 50% better than this new ones We still have recliner.We are not welling to pay! to save Ur creditDesired Settlement: We. want a better quality sofas the ones that wont hurt on us sitting down for 10 to 20 minutes ,because of ship materials and the fix of any damage to our credit.Again we refuse to pay for this sofas.[redacted]

Business

Response:

Review: I received a promotional offer from Conn's, I still have the original, stating if you purchase a large ticket item the delivery would be free. I took my letter into Conn's purchased a $2000 bed which qualified for the free shipping. I was told at that time that I had to pay for the delivery $129.99 but if I filled out a form and submitted it I would be refunded the money. Today is 8 weeks since Conn's received my rebate form. I kept checking their "Rapid-Rebate.com" site to check on the status which never changed from "we received your rebate, please allow up to 10 weeks"!!!! which is outrageous to begin with, then, I was allowed to call only after 8 weeks which was today. I just called to be told I have to wait 2 more weeks. I said "when I call you back in 2 more weeks and have then waited 10 weeks what will you tell me then" the lady could not answer. This is a sham, I will never purchase from them again and their name says it all CONN!!! Nothing on the letter I was sent and am attaching the original says you have to get rebate. After preparing this complaint I also realized that I was suppose to also get 10% off if I spent over $499, I didn't get that either. I want my refund and I want it NOW. If at the time of the sale I was told this I wouldn't mind but I was not told. I am in sales and am responsible for anything I say and don't say. Why isn't anyone else accountable? I had the letter in my hand, told the sales person right up front I wanted the free delivery and my 10% and he had so many papers I failed to notice I didn't get my 10% off either! He should have been honest but feel he made 10% more commission for being dishonest. I feel he should have to pay it back if that is the case as he was wrong. I am only asking for what is fair.Desired Settlement: A Check in the amount of $342.83 sent next day!

Business

Response:

Review: Conns delivered a defective sofa on May 24th. The backboard frame was never straight and caused it to brake even more after having it less than forty-eight hours. Within those same forty-eight hours, the front bottom frame broke because Conns delivery men did not correctly put together the sofa and was missing an extra leg in the front of the sofa that made it collapse to the floor. It has now been over five weeks and I have not been able to receive an exchange and no calls have been returned.Desired Settlement: I am wanting a new sofa. Conns is wanting to send parts for the sofa to be fixed but is not what I am wanting. The sofa was already a defect when I was sent to me and is only right for them to send me a new one. it was not my fault that the sofa broke they way it did and am ready for a replacement.

Business

Response:

Thank you for the

opportunity to respond to Mrs. [redacted] complaint. Our records show on 5/19/14, Mrs. [redacted] purchased a Belmont sofa and

loveseat with a 48-month Furnituregard Plan. Mrs. [redacted] also received

a free Haier 32” LED TV and elected to have her items delivered bringing her

total purchase to $2747.35. Our records show Mrs. [redacted] was scheduled

for delivery and received her items on 5/25/14 in good order. Our records show Mrs. [redacted] contacted us

on 6/05/14, regarding her sofa; stating the frame was

broken when the item was delivered. Although the delivery ticket does not

indicate any damages a service call was set-up for 6/12/14; during the assessment the technician found the

sofa front rail broken due to no center support leg, the top cross bar was

broken and the rear cross board where the springs are attached are warped with

multiple cracks. After reviewing Mrs. [redacted]’s service history Conn’s

has agreed to honor Mrs. [redacted]’s request to exchange her sofa. Mrs.

[redacted]’s sofa is scheduled to be delivered on 7/03/14.

If we may be of further

assistance, Mrs. [redacted] may contact Customer Service at [redacted]

Kind regards,