Conns Appliance, Inc.

Review: I purchased a Samsung Washer & Dryer pair from Conn's on 03/02/2014. This is the first dryer I have purchased to be put on a pedastal. I had to wait until the contractor could come to drill the hole and run the dryer vent after I picked up the dryer, since we did not know the height of the dryer vent. I wanted to run it straight through the wall and not use a flex hose. The first day I tried to use the dryer it did not work. It ran for about 30 seconds and stopped. I contacted Conn's Manager ([redacted]and their service department. They scheduled a technician to come out. That was a few days of waiting. The technician determined a board to be bad after a consult with his office technician. The part was ordered and came in about the 3rd of April. The technician came out and installed the part today, 04/08/14. That part did not fix it either. It is still doing the same thing. They are oredering the part again plus another board that may be bad also. I contacted Conn's service department and was told they can not replace the machine until after 30 days from the first service call. In the meantime, I have no way to dry my laundry. This has been a major inconvenience, but this does not matter to Conn's. I was originally told by [redacted] that I do not have a warranty because I did not buy the dryer cord from them, and I should take it up with the store I purchased the cord from. I will not do business with this store again. I found out after the sale had been made, they do not keep any stock on hand, so I had to wait until the next week to get it. I was also told they do not deliver to my location. It has been a very poor experience for me and has had me so angry I was shaking. Shame on Conn's for advertising 100% customer satisfaction.Desired Settlement: I would like to have a new dryer delivered to my home and for them to pick up the one that does not work this week.

Business

Response:

Thank you for the

opportunity to respond to Ms. [redacted] complaint. Our records reflect on 3/2/14, Ms. [redacted] purchased a Samsung washer, dryer and pedestals with a manufacturer’s warranty

only. Ms. [redacted] contacted us on 3/25/14, stating

her dryer was not working and started smoking.

A service call was set up with a factory authorized technician and after

replacing 2 recommended parts he reported the dryer was still not

repaired. Ms. [redacted] has been contacted

regarding her concerns and Conn’s has agreed to expedite the exchange on the

dryer as well as the matching washer and pedestals. In addition we have agreed to waive the

delivery charge to pick up the old set and deliver the new one. The exchange

has been keyed, and Ms. [redacted] may visit her closet store to reselect at this

time.

We apologize for the

inconvenience this caused her. If we may be of further assistance, Ms. [redacted] may contact us at [redacted]

Kind regards,

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be the only option open to me. While I do appreciate another washer & dryer, I did have to pay more more for a product that I did not really care for. There was not enough selection to choose something I would like, so I feel as though I had to settle. In my opinion, I should not have had to pay more money for a less desirable product. I asked the salesman to see if they could reduce the price to be comparable to what I paid for the Samsung pair, but was told they could not lower their price. I have no complaint with the salesman, just the store manager, their policies and Samsung. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I have had problems with our $3000 couch set for several months. My wife called to have repairs done on the plug to one of the couches and get the leather repaired on one of the corners. This has been an issue since the end of January. I called to find out why someone had not came out to do the repairs and they don't know what I am talking about. Some how the report or conversation with my wife was not taken down into the system. Then I called again to find out the extra money paid for the extended warranty is worthless. I does not cover anything. I asked the lady to send out several people so if it came to the point that the furniture was not going to be repaired they could go ahead and remove them from my home. I repeated myself several times during our conversation. The day I was expecting them to come to my home there was only one guy. He took a picture and never attempted to fix anything. I am very disappointed with the way everything was handled. During my several conversations with the Conn's service department I was transferred to several different associates. One of the associates gave me a false name. I demanded to talk to a manager and was on hold for nearly 20 min. before I just hung up my phone. Here I am in mid April and still no repairs and no movers. I do not want to pay for something I do not get to enjoy. It seems to me Conn's is selling bogus warranties to up their sales and trick customers into buying them. They run a good game on the customers telling them many things are covered under the warranties without a clue of knowing exactly what they are talking about.Desired Settlement: Conn's is very deceptive in their sales approach and blindsides their customers on what they are actually purchasing.

Business

Response:

Thank you for the opportunity to respond Mr. [redacted] complaint. Our records show on 8/23/13, Mr. [redacted] purchased a Dakota furniture set

with a 48-month FurnitureGard Plan from us. Our records indicate Mr. [redacted]

was scheduled for delivery and received his items on 8/24/13 in good order. Our records show on 3/28/14, Mr. [redacted] contacted us regarding his sofa;

stating prongs on the end came loose from plug, and stated abrasion on leather

was caused at the time of delivery. A service call was set-up on4/10/14; upon the inspection the technician found left

side front outside board damaged from hitting the wall, one prong missing from

power plug, and parts needed to be ordered to repair Mr. [redacted]’s sofa.

On4/14/14, Mr. [redacted] was contacted and was advised the

power cord was covered and would be replaced but the reported damage to her

sofa was not covered under her FurnitureGard. Therefore, we are unable to

honor Mr. [redacted] request to return or exchange. The power cord was

shipped on 4/16/14 directly to Mr. [redacted] and FedEx show it was

received on 4/18/14. Mr. [redacted] contacted

service on 4/28/14 stating he sent the part back to the manufacturer

and refused to have his sofa repaired; our records show the power cord was

received by FedEx on 4/23/14.

If we may be of any further assistance, Mr.

[redacted] may contact Customer Service at 1-877-358-1252.

Kind regards,

Kathryn James

Conn’s Customer Relations

Review: On 10/07/2014 I brought a dish washer from conns and the sale person add an install fee to my bill. I told him that his delivery people would not install due to it be hard wired in. when it was delivered they told me they can not install the dish washer because it had to be hard wired in. I was told I would be refunded the install charge. as of 4/8/15 I still have not been refunded the installment fee. I have called and email conns and been told the refund is being processed. it don't take 6 months to send a refund. and I paid the account off.

Product_Or_Service: dishwasher

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

refund the installment fee.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. We confirmed [redacted] dishwasher was not installed at the

time of delivery and installation charge was completed in error. On 4/04/15; we

submitted a check request to issue a refund to [redacted] of $119.99 for the

installation fee. Our records show there has been a delay processing the

request however; our Accounting Department received [redacted] information on

4/13/15. We ask [redacted] to please allow 7-14 business days to receive the

refund check in the mail.

We sincerely apologize for apologize for any

inconvenience [redacted] experienced as a result of the delay

.

If

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

Kind

regards,

Review: bought the refrigator a year and half ago, since date of purchase it has been nothing but issues. Notify the help desk 5 times, they send out a tech to service and still not working correctly. It freezes my vegies, and some of my dairy products gent frozen and then spoiled. the shelves plastic have broken off so I cant even place a 1/2 gallon of milk, at this point I have lost some good amount of money.Desired Settlement: An exchange and a discount or refund for the amount of money I have lost in groceries.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.

Our records show on [redacted], Mrs. [redacted] purchased a Frigidaire refrigerator

with a 24-month Repair Service Agreement Plan and received delivery on [redacted] in good order.

We received Mrs. [redacted]’s complaint and found she contacted the

service department on four separate occasions dated from [redacted] to [redacted] stating

her refrigerator was over freezing.

·

On [redacted] Mrs. [redacted]

contacted service stating the refrigerator was not cooling. The technician

found ice on the duct assembly which was not allowing airflow and removed the

ice; checked refrigerator and unit tested ok no parts were required to complete

repairs

·

On [redacted] Mrs. [redacted]

contacted service stating the unit is over freezing. The technician removed and

reinstalled the Veggie dampers, educated Mrs. [redacted] on Veggie dampers

temperature; tested unit and unit tested ok no parts were required to complete

repairs

·

On [redacted] Mrs. [redacted]

contacted service stating the refrigerator was freezing her food. The

technician did not find an issue with the unit over freezing however; he did

find the shelves were broken and informed Mrs. [redacted] that the damaged shelves was

not covered by the Repair Service Agreement Plan. Mrs. [redacted] was given an

estimate on the cost of repairs however; she declined service therefore the

order was cancelled.

·

On [redacted] Mrs. [redacted]

contacted service stating the refrigerator was freezing her food. The

technician replaced the thermostat and tested unit; unit tested ok

As of [redacted]; Mrs. [redacted] has not contacted us regarding any

further issues she is having with her refrigerator since repairs were completed.

At this time Mrs. [redacted]’s refrigerator does not meet the qualifications for an

exchange; the unit has been repaired. If Mrs. [redacted] is in need of service, she

may contact the service department at ###-###-#### to have a technician

re-assess her refrigerator. On 10/15/14, We mailed Mrs. [redacted] a food loss

claim to fill out and submit back to us for processing.

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

###-###-####.

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,

Reason is still paying for a broken item, what is the use of calling if the tech will continue to stait that the

there is nothing wrong with it.

Review: My 82 year old mother, [redacted] purchased a flat screen TV last December for my Christmas present. It did not work and was returned to the store in the box and with the protective plastic still on the screen. I spoke to the store Manager [redacted]. He was able to pull up the purchase on his computer and found everything he needed. He was first going to determine what was wrong with the TV and contact me by the following Wednesday. Two week went by no call. When I finally reached him, he could not locate the TV. [redacted] gave me no paperwork so this seemed very convenient. I spoke to an attorney friend and was instructed to write a demand letter which I did. I have the Certified Mail Receipt. No responce from letter. Called [redacted], Vice President of Conn's - The Woodlands, Texas 866/540-3229 - left messages 3-4 times a week in November with his Ast. [redacted] This has been extremely upsetting to my mom - thus ME! Having her ask me almost daily for almost a year - why nothing is happening! THEY SHOULD BE ASHAMMED!PLEASE HELP US - Their name is very discriptive for how they run their business!My mother has been concerned that she paid all this money for nothing. The manufacture sent an extended warranty offer to my mother this month stating the TV's warranty expired December **, 2013 - So why did Conn's not honor the original manufacture's warranty?Desired Settlement: They need to refund this money to my mother's credit card. They have all of her information. Truth be told they should be made to pay for all the time I have spent trying to get them to do the right thing!

Business

Response:

Thank you for the

opportunity to respond to [redacted] complaint regarding her mother [redacted] refund. [redacted] has been

contacted regarding her concerns and we have confirmed the television has been

returned. We sincerely apologize to [redacted] and her mother for the delay and any inconvenience they may have been

caused. [redacted] refund has been

processed and a check for $378.86, will be mailed to [redacted] at [redacted] request.

Please allow 7-10 business days for processing.

If I may be of further

assistance, [redacted] may contact me directly at [redacted] ext [redacted].

Sincerely,

Customer Relations

Review: I purchased a new dishwasher in February 2014, in June 2014 the dishwasher started leaking. I contacted Conn's who sent a repairman to the house and he ordered a new part. When he came to the house to put in the new part, the part was wrong. This has happened 3 separate times now where the wrong part has been ordered, the last time being July 9th. When I contacted Conn's customer service they advised they were contacting the Area Service Manager- [redacted]. I never heard from [redacted], and Conn's never called me back. When I called Customer Service again, I was told [redacted] decided that since the order had not been for more than 30 days there was nothing that could be done. It HAS been over 30 days that I have been without my brand new dishwasher. June 9th was when I called for the first time and it is now July 11. The customer service representative said she would transfer me to the Resolutions department, this was a lie. She transferred me back to another Customer Service rep who did nothing but say she couldn't help me. The supervisor then said she could do nothing but email the Resolution Department and I would be contacted back. I do not believe Conn's anymore. I am being taken advantage of, and it is unacceptable the way they treat their customers. I will never again give them my business.Desired Settlement: I want my dishwasher replaced immediately and an apology from the company for the time they have made me waste on this issue. Not to mention the fact that I have been unable to use my dishwasher for over a month.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 2/15/14, a purchase was made by Mrs. [redacted]

for a Frigidaire dishwasher with a 1-year limited manufacturer’s warranty. On

6/9/14, Mrs. [redacted] contacted us stating the dishwasher was leaking from

underneath and the door would not close properly. A service call was scheduled

for 6/12/14; upon inspection the technician found the hose needed to be

replaced and ordered the necessary part for repair. Once parts became available,

Mrs. [redacted] was scheduled for 6/19/14 to have a technician install the part

however; no one was available during the time frame therefore the appointment

was rescheduled for 6/24/14. On 6/24/14, while attempting to install the part

the technician found a crack on the tube that was not noticed during the prior

inspection and determined a new tube was required to complete service. On

7/2/14; the part became available and Mrs. [redacted] was scheduled for

installation on 7/10/14 however; the part we received was damaged therefore a

new part needed to be ordered. On 7/18/14, the new part became available; Mrs.

[redacted] is scheduled to have the parts installed today 7/24/14 to complete

service. At this time we are unable to honor Mrs. [redacted] request to exchange

the dishwasher due the unit is repairable. We sincerely apologize for any

inconvenience Mrs. [redacted] and Mrs. [redacted] experienced during this process.

If we may be of further assistance, Mrs. [redacted]

may contact Customer Service at [redacted]

Sincerely,

Customer Relations Officer

Consumer

Response:

This issue is still unresolved. I started this process on June 9th, and it is now August 4th. No one will call me back, every time I have to call, I get a different answer and a promise that someone will be in touch. No one will take accountability or ownership of the issue, and refuses to help.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 2/15/14, a purchase was made by Mrs. [redacted]

for a Frigidaire dishwasher with a 1-year limited manufacturer’s warranty. After

further review of Mrs. [redacted]’s service history, Conn’s has agreed to

exchange her refrigerator due to the delay in service repairs. Mrs. [redacted]

may contact her nearest Conn’s store location to process the exchange. We

sincerely apologize for any inconvenience Mrs. [redacted] experienced as a result

of the delay.

If we may be of further assistance, Mrs. [redacted] may

contact Customer Service at [redacted]

Review: DELIVERY ISSUES AS WELL! I recently purchased a bedroom set September 10th 2014 with sales [redacted]. I was told everything was in stock and would have it delivered the next day. Later that night after signing the contract I received a phone call from [redacted] that she made a mistake and the dresser was not in their warehouse but were going to be able to get it from another store in Dallas/San Antonio TX and that she would give me a call back after finding out something from the store. I didn't received a call the following day. I called and continue to call left several messages for [redacted] or the store manager to return my call. Once I seen that it was getting close to closing time I decided to make a stop at the store and spoke to the store manager [redacted] to where he was aware of the situation apparently no ne ever gave him the phone call messages I did (3). He then did another written contract which I also have and would give me a credit of $100.00 on gift card which I just received and its only $50. They gave me the date of Friday, Sept 12 2014 for my dresser delivery date. From the Friday the 12th it went to Saturday 13th to Sunday 14th calling me saying the furniture was damage. They gave me anohter date of Sept 18th. From then the dates have changed so many times and it's going on a MONTH and I still have no dresser. I called numerous of times Corporate Office and explained my situation and because of their policy I can't return it back but I'm expected to pay the October 17th. I kept receiving phone calls from Conn's about my payment being late from my regular account that's due on the 25th. Because of this NEW purchase my date was changed to the 17th. I explained this to lady on customer service and if they have the phone calls recorded you would hear how she says that there is no new contract or doesn't even show my new purchase which by then it had been 2 weeks which she said it's suppose to be in the system. I told her she could call and speak to the store manager because I have the contract and all my information. Since it's my account I would have to contact the store and fix this issue myself. I told her this is not my mistake and I have been dealing with horrible customer service since day one and this is their company not mine as the customer service they should fix this. She continue to say it and I did as well and then went to saying is there anything else I can help you with. My payment will show that it's late which I have never given one. Once again I had to fix their mistakes by calling continuously leaving several messages to Store manager and once again no call back. I went back to the store and had a few words with the store manager and told him how its so frustrated for me to have my clothes on the floor for all this time and they can't do anything and since it's on back order i'm supposed to wait until it arrives which it could be MONTHS that was told by Corporate Office. The store claims they don't know what they are talking about but they seem like they don't either. I have been calling [redacted] since Septemer 29th and went to the store again October 1st and spoke to another manager [redacted] that also couldn't help me because apparently the only one who can but isn't doing anything but ignoring my calls because he is always in meetings is [redacted]. It is now October 4th and still no call from him. I'm extremely tired of this HORRIBLE customer services I don't know what it is. I feel neglected in so many ways. never have I dealt with such bad service and on the 10th it would be a month and i'm still left with guessed dates. So called emails from the manufacturer.Desired Settlement: I would like to cancel my entire order and not affect my credit without them threathing with it everytime I go to the store and that I would still be responsible for the payments although I no longer have the merchandise. How after so long of having an incomplete order you cant cancel it because they dont take furniture back its been a month and I still dont have my dresser but im expected to go through all their policies? What about customer service? all this trouble I have been through. My clothes beeing everywhere when it should be in my dresser. I would like to get as much as possible from them.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint.

Our records show on 9/10/14, Mrs. [redacted] purchased the Austin Queen Hollywood

bedroom set which consisted of six pieces (headboard, footboard, rails, mirror,

dresser, and nightstand) and received a free 32” Haier television. Mrs. [redacted]’s

was scheduled and received delivery on 9/12/14 however; the dresser was not

available for immediate delivery.

We received Mrs. [redacted]’s complaint and found the Hollywood

dresser is currently on back order and is scheduled to arrive on 10/15/14. On

10/09/14, we contacted Mrs. [redacted] to discuss her concerns; Conn’s has offered

Mrs. [redacted] the option to return/exchange the bedroom set or wait until the

dresser becomes available and receive a discount on set. Mrs. [redacted] stated she

will contact us on Monday 10/13/14, to inform us of her decision regarding this

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

a result of delay receiving all her merchandise.

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

directly at [redacted]

Review: I purchased a Whirlpool stainless steel refrigerator on 5/2012. I make my payments on time every month. I even purchased the extended warranty they offer. I have called Conn's since 5/**/2013 about my refrigerator acting up. The icemaker wasn't working, then it started freezing our food in the refrigerator side. Conn's has come at least once a month to "fix" our fridge and still it is not working. I have lost money on groceries terribly. I went from buying groceries weekly to going to the store everyday to get something to cook. I have complained to them, told them to exchange it, and still that fridge is in my home. My husband has asked for a district manager and is refused the information. The customer service and service department do not even answer our calls because we have complained so much. They transfer us back and forth as in a joke. My husband has been on hold for up to 30 minutes on a complaint call. He has spoken to [redacted] who is the manager in service department and [redacted] who is his boss. We have been refused last names, phone numbers, and extensions. Please help us with this issue! I have four kids at home and do not have the time to go to the store everyday to figure out what I can cook each day. I also have a diabetic daughter on insulin who needs to have it refrigerated. I do not want to have negative things on my credit or I would have already stopped paying it. Thank you again.Desired Settlement: I would like my money back or be allowed to choose another refrigerator. I prefer to get my money and go elsewhere to purchase another refrigerator. I am done shopping at Conn's.

Consumer

Response:

I spoke to [redacted] service department manager on Saturday, 1/**/14, he stated they put in request to exchange my refrigerator and someone from corporate would call me on Monday,1/**/14. I have yet received no call.

Business

Response:

Review: We bought a brand new dyer along with other items from Conns. The items were delivered and installed on Saturday the 7th. On Monday the 9th I came home from work and tried to use my brand new dryer that I have had for less then 72 hours at this point only to discover that it is not working. We had an electrician come out to check the power source to verify that our house was not the cause of the malfunction and it was not. Tuesday I called Conns to request an exchange of units being that we have a new unit less then 72 hours and it is no longer working only to be told a service tech would have to come out to service the unit and only when they deem it not fixable would they replace it. I was not happy about this as it being a new unit I wanted an exchange not a repair, then to find out they would not be out until the 12th was mind blowing, where is the customer service? But being I have no other option I agreed to the tech coming out in Thursday the 12th. When I spoke to my husband he was not happy either. He went to the location where we purchased the items from asking about an exchange or if we were to return the items since we have recieved less then minimal customer service at this point only to be told that they would be put to the crub and not their (Conns) problem by the [redacted]. When the service tech called the morning of the 12th he would not be able to come out till late afternoon which did not work for my schedule that day the [redacted] called to see what time would work better and found a tech that could accommodate my schedule he did provide a good customer interaction. The service tech came out by the time he quoted checked the unit took a picture of the serial numbers said he would submit the paper work to get a new dyer out to us and I felt like everything worked out. Saturday the 14th I called the customer service department back to follow up since I haven't heard anything from them only to be told it takes a few business days to get the approval from the corporate office before a new dryer could be delivered and that the claim was summited Friday the 13th would be early the follow week before they could replace my unit. On on Monday the 16th I called again to be told it was still pending that it should be approved late that night or early the next morning. On Wednesday the 18th I called again to be told that it was approved I can proceed to go into a location fill out the proper paperwork and pick out the dryer I want. I took my lunch break to drive 20 minutes to the nearest location only to find out that the process was still pending and the service representative had told me the incorrect information. I left the location called the service department back requested to speak to manager only to be put on hold for 15 minutes and transferred to someone's voicemail. On my way home from work that day I called back to the service department to speak with someone only to be told that they spoke to a lead and they contacted their liaison that speaks with the manufacturers directly who said they are aware of the issue it will be approved that night early next morning that way I could receive my dryer by the weekend. Thursday the 19th still pending no one taking accountability for the fact that I'm getting the runaround constantly by all their customer representatives no one willing to help no one able to expedite the process! It is now Sunday the 22nd and we still have not heard back from the service department and I'm assuming it's still pending!Desired Settlement: I just want to exchange my unit for a working one

Business

Response:

Thank you for the opportunity to respond to [redacted]

complaint. We attempted to contact [redacted] on 2/25/15 regarding her

exchange approval and delivery, but we were unsuccessful in our attempt.

[redacted] is scheduled to receive her new dryer on Friday, February 25, 2015. We sincerely apologize to [redacted]

for the experience and any convenience that was caused as a result of the delay

in processing her exchange.

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

Customer Service Department at [redacted]

Kind regards,

Review: I purchased a 60" LED TV from Conn's on [redacted]. Once I set up the TV I noticed a brown rainbow at the bottom middle of the screen. I had never had a TV this size or LED before, so I wasn't sure if this was normal or not.The first chance I could get back into the store to see the TV that was on display was the following Saturday. The brown rainbow was not on that TV. My salesman said he had never seen this before and would have a technician come out and look at the TV.The technicians came out the following Tuesday. He said that the entire LED screen needed to be replaced. We called the [redacted]. store and spoke with [redacted]. He told the technician and myself that they would just switch out the TV since it had not been 30 days and that he would have my salesman [redacted] call me back. I had not heard from [redacted] and called him the end of the week and he said that he had the switch approved at their level but they were waiting on some other approval and I should hear something back Friday the [redacted] at the latest. I still have not heard from him by late Saturday and called him back. He said that he was still waiting on some approval and that it would be a couple of more days.I called the main office today Monday [redacted] and was told that they were not going to switch out the TVs because it was not reported within 24 hours and that all they could do is repair the TV and that the part should be in by [redacted]. They did not give me an explanation as to why I was repeatedly told that it would be switched out.Had they told me that they could not switch the TV out when the technician initially called then I would have accepted it and moved on but I feel they should have lived up to their agreement to just switch the TV out since I had been told that on multiple times.Desired Settlement: I think they should stand behind their word and allow me to switch out the TV for a new one. I had only have the TV 5 days when I went into the store and told them about the problem.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted]'s complaint. Mrs. [redacted] has been contacted regarding her concerns and we appreciate her for bringing them to our attention. Her concerns were addressed with those involved to ensure they are not repeated. Conn's agreed to honor Mrs. [redacted]'s request to exchange her television. Mrs. [redacted] is aware and will be in the store to reselect.

If I may be of further assistance, Mrs. [redacted] may contact me directly at ###-###-####.

Review: IN SEPTEMBER OF 2014 I WAS ALLOWED CREDIT IN STORE AT CONN'S , I PURCHASED A REGULAR SMALL WINDOW UNIT AIR CONDITION, A LARGER HEAT/AIR WINDOW UNIT, AND A LAPTOP. THE DAY THE LARGER HEAT/AIR UNIT WAS INSTALLED WAS TOLD WE WOULD NEED A NEW OUTLET A 220 TO SUPPORT THE UNIT. THIS DIRECTLY CONFLICTED WITH THE INFORMATION GIVEN TO US BY THE SALESMAN , HE HAD ASSURED US WE COULD USE REGULAR WALL PLUGS. I CALLED STORE, THE SALES PERSON APOLOGIZED AND STATED HE WAS VERY SORRY. I HAD TO HAVE AN ELECTRICIAN INSTALL A NEW PLUG AND BREAKER IN MY HOME COSTING $200. ONCE THE NEW 220 OUTLET WAS INSTALLED WE PLUGGED THE UNIT IN AND DISCOVERED IT WAS NOT WHAT WE HAD PURCHASED, THE UNIT WE PURCHASED WAS HEAT/AIR THIS UNIT WAS AIR ONLY. I CONTACTED THE SALES PERSON AGAIN , THIS TIME THEY REALIZED THEIR MISTAKE, WE HAD BEEN GIVEN THE WRONG UNIT. IN FACT THE UNIT WE HAD PURCHASED USED A NORMAL WALL OUTLET. THE SALES PERSON BLAMED THE DELIVERY PEOPLE AND THE DELIVERY PEOPLE BLAMED THE STORE ETC. IT TOOK A MONTH PLUS TO GET THE WRONG UNIT REMOVED AND THE CORRECT UNIT INSTALLED. MEANWHILE I WAS OUT $200 PLUS WHILE HAVING THE WRONG UNIT HAD NO HEAT SOURCE IN THE HOUSE. I CONTACTED THE STORE NUMEROUS TIMES TO CHECK ON THE STATUS OF MY ORDER AND ALWAYS GOT THE RUN AROUND. I WENT TO THE STORE IN OCTOBER TO TRY AND GET ISSUES RESOLVED BECAUSE MY FIRST PAYMENT WAS DUE IN DAYS AND I STILL DID NOT HAVE THE PRODUCT I HAD PURCHASED. I HAD WRITTEN UP A PROPOSAL WITH THREE OPTIONS TO RECTIFY THE PROBLEM. THE SALES PERSON AND THE MANAGER ON DUTY CALLED THE COOPERATE OFFICE GOT APPROVAL AND ACCEPTED THE OPTION TO REWRITE AND DEFER MY FIRST PAYMENT FOR ANOTHER MONTH, AND TO GIVE ME THE INSTORE CREDIT OF NOT $200 WHICH I HAD ASKED FOR BUT FOR $300. THESE CARD , I WAS TOLD WOULD MAIL TO MY HOUSE AND TAKE ABOUT 2 TO 3 WEEKS. I NEVER RECEIVED THE CARDS, AND HAVE BEEN BACK TO THE LOCAL STORE, AND SPOKEN IN PERSON AS WELL AS ON THE PHONE WITH THE LOCAL STORE MANAGER AS WELL AS WITH COOPERATE. I AM ESCALATED TO SOMEONE WHO ASSURES ME THEY WILL HANDLE MY ISSUE. HOWEVER EACH TIME I CALL I END UP HAVING TO EXPLAIN AND REEXPLAIN MY ISSUE AND THE PERSON AT THAT TIME I AM SPEAKING TO HAS NO CLUE OR NOT DOCUMENTATION AS TO THE CLAIM TICKET SO I HOLD ON THE PHONE FOR AN HOUR OR NO LESS THAN 30 MINUTES. I HAVE NO ISSUE IN PAYING MY BILL , I KNOW I OWE. I DO NOT TRUST THE COMPANY I HAVE BEEN LIED TO AND MANIPULATED SINCE DAY ONE AND THEREFORE I HAVE INFORMED EVERYONE AT COOPERATE AND IN THE LOCAL STORE THAT I HAVE SPOKEN TO THAT I WILL NOT MAKE A PAYMENT UNTIL I HAVE THE $300 GIFT CARDS/IN STORE CREDIT IN MY HANDS. I AM ASSURED I WILL BE GETTING IT IT IS JUST A MATTER OF MAILING IT TO ME, BUT THAT STORY ALWAYS CHANGES EACH TIME I CALL TO INQUIRE OF THE STATUS. I AM PUT OFF, TOLD THE PERSON I NEED IS NOT REACHABLE ETC. I AM TIRED AND DISGUSTED WITH THE ENTIRE ORDEAL. MY PAYMENT WILL BE MADE PROMPTLY AS SOON AS I HAVE THOSE GIFT CARDS. THEY HAVE ALSO TRIED SAYING I COULD GET A LESSER AMOUNT THAN $300 HOWEVER, THE MANAGER AND THE SALES PERSON SIGNED MY TYPED PROPOSAL AS WELL AS VERBALLY STATED TO MYSELF AND MY WITNESS I WILL RECEIVE $300 GIFT CARD/IN STORE CREDIT AND IT WILL COME IN FORM OF 3 $100 GIFT CARDS. I ALSO HAVE AN EMAIL SENT TO THE COOPERATE CREDIT DEPARTMENT REGARDING MY ACCOUNT , IT WAS SENT FROM THE LOCAL STORE MANAGER AND IT DOCUMENTS I AM WAITING ON 3 $100 GIFT CARDS. I WANT THIS ISSUE RESOLVED, ONCE IT IS I WILL MAKE MY PAYMENT. THE CUSTOMER SERVICE AND KNOWLEDGE LEVEL OF THE ISSUE IN THIS COMPANY LACKS MUCH.Desired Settlement: I RECEIVE 3 $100 GIFT CARDS AS PROMISED AND THE PAYMENT DEFERRED UNTIL AFTER THE RECEIPT OF THE GIFT CARDS WITHOUT CAUSING DAMAGE TO MY CURRENT CREDIT STATUS AS THIS IS NOT MY FAULT.

Business

Response:

Thank you for the

opportunity to respond to [redacted] complaint. After further review and

research of [redacted]s complaint, we found there was a sales error regarding

the heat/cool air conditioner she purchased. We confirmed with the district

manger that [redacted] was offered

$200.00 in gift cards

due to her inconvenience. Our records show on 1/15/15, we processed a request to

mail two $100.00 gift cards to [redacted] residence; the tracking number for

the gift cards is [redacted]. Although we are unable to confirm if

[redacted] was offered $300.00 in gift cards; Conn’s submitted another $100.00

gift card on 1/19/15 to be mailed to her residence as a gesture of goodwill,

please allow 7-10 business days to receive gift cards.

At this time we are

unable to honor [redacted] request to further defer her monthly payments. As listed

on the contract she signed at the time of purchase her first payment was due on

12/01/14; any payments received more than 30-days after the due is may be

subject to negative activities being reported to the credit bureau.

If we may be of

further assistance, [redacted] may contact us at 1-877-358-1252.

Sincerely,

Business

Response:

Thank you

for the opportunity to respond to [redacted] additional comments. Conn’s has honored our previous agreement to

[redacted] through the Revdex.com. As

previously stated we processed and mailed two $100.00 gift cards to [redacted].

[redacted]’ residence; the tracking number for the gift cards is

[redacted]. Although we were unable to confirm if [redacted] was

offered $300.00 in gift cards; Conn’s submitted another $100.00 gift card on

1/19/15 which was mailed to her residence; the tracking number

[redacted]. USPS online

tracking shows both a notice was left to pick up both envelopes. [redacted] will need to contact her local

post office to sign for the certified mail.

At this time

we are unable to honor [redacted] request to further defer her monthly payments.

As listed on the contract she signed at the time of purchase her first payment was

due on 12/01/14; any payments received more than 30-days after the due is may

be subject to negative activities being reported to the credit bureau.

If we may be

of further assistance, [redacted] may contact us at 1-877-358-1252.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10360725, and have determined that this proposed action would not resolve my complaint.

Review: went to conns to look at there computers found a HP 500 c 60 computer and bought it took it home and had a issue with it right out of the box. spent two days and had my internet provider come out and said that there is a problem with the computer. That night I took it back to Conn's and talked to [redacted] the Manager. And he said he would not take the computer for exchange or refund. Since the computer does not work properly they could not replace or exchange. When their pamphlet say's fourteen day return. They did not honor it. The Manager was very unprofessional and ask me to leave the store. Not a good way to do business. If you would like to know more information call. Thank YouDesired Settlement: Just would like to be compensated for my time and frustration .

Business

Response:

Thank you for the

opportunity to respond to [redacted] complaint. Our records show on3/**/14, [redacted] purchased a Hewlett Packard desktop PC bundle with a limited 1-year

manufacturer warranty. [redacted] contacted his local store three

days after his purchase was made stating the computer was not working properly

and wished to return his item; claiming he was still within his 14 day return

or exchange policy. [redacted] was advised since the computer

was not working properly we could not return or exchange the unit but we could

service them item. As listed on the Return and Exchange Policy

*There is a 15% restocking fee on all merchandise unless merchandise has

completely failed within 24 hours of original purchase or 72 hours with Repair

Service Agreement (RSA). If your product fails while under manufacturer’s

warranty will repair your product according to these warranties.

[redacted] has been contacted and has advised us that the manufacturer agreed

to exchange his computer. We do apologize for the delay response as

a good will gesture Conn’s offered to send [redacted] a $50.00 gift card.

If

we may be of further assistance, [redacted] may contact us directly at 1-877-358-1252.

Kind

regards,

Kathryn

James

Customer

Relations

Review: In [redacted] I received a call from [redacted], a sales person at Conn's new to [redacted]. She informed me that the store opened early and asked if I would come in to look at furniture. My family and I came in and after a few hours we purchased a living room set. Everything in the store went great. The day our furniture was delivered, I received two calls from [redacted], one stating the delivery would be a bit late and one stating that they forgot to have me sign a form and they needed it immediately. I told them I was travelling for work but would stay home as late as I could. The delivery arrived right before I needed to leave for my flight. The delivery guys asked me to do a quick inspection and everything looked great. The next day when I came home was the first time I sat on the furniture. When I sat on the love seat, the whole arm wabbled back and forth. I immediately called [redacted], who spoke to her manager and assured me that service would be calling me the next day to schedule the delivery of a new love seat and to pick up the one I had. We were more than fine with that. I heard nothing the next day, or the day after. I then sent [redacted] a text on [redacted], she stated again that the manager emailed service. I sent her a text again on [redacted], she said she was off that day but she would check with the manager the next day. I then received a call from a male manager who stated, "sorry, it was a misunderstanding, [redacted] can't speak English well so we weren't sure what was going on.". He assured me I would hear from service that day. Again on [redacted] I sent her a text and heard nothing. On [redacted] I called and spoke to a manager [redacted]. Once I explained my situation, she put me on hold, and never came back, she paged [redacted] to help me??? [redacted] assured me once again that I would hear from her on [redacted] the [redacted] after she spoke to the "big" manager. On [redacted], I sent her another text, no response. On [redacted], I sent another text, and even stated contacting the Revdex.com, she called me and said, please don't we will fix it today. I called 3 more times the next week and was told I needed to talk to [redacted], who was never available but I left more than a dozen messages for him. I tried to text her again on [redacted] and got no response, nor has anyone responded to my many calls over the last 30 plus days. I have copies of all the text messages to and from [redacted] saved. I was so excited about this store opening, but I can never shop here again.Desired Settlement: I want the love seat that was delivered damaged, replaced immediately.

Business

Response:

Thank you

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

[redacted] purchased the [redacted] furniture set which consist of three

pieces (sofa, loveseat, and chair) with a 1-year limited manufacturer’s

warranty and received delivery on [redacted]. After further review and research of

[redacted]’s complaint, Conn’s has agreed to exchange his loveseat which was

delivered on [redacted]. We sincerely

apologize for any inconvenience [redacted] experience as a result to the delay.

If

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

Kind

regards,

Review: On or about December 20, 2013 I started receiving phone calls from Conns about an overdue payment. I had paid off in full the last thing I bought from Conns in February 2013. I called Conn's got the pay-off amount and then paid it on line the same day which was February 20th. The Conns bill collector could not tell me what the overdue payment was related to other than it was due on the 18th and "how and when was I going to pay it". Because of the somewhat rude manner in which I was being spoken to, I asked to speak to the person's supervisor. I pressed the supervisor to tell me when the last payment was made, which was verified to have been in February and it was for $660 and some change. Obviously a pay-off amount as the monthly bill was was less than $100. I then asked the supervisor why are they are just now harassing me if I still owed money from back in February. The supervisor verified I had no late charges as well as no payments or late fees recorded since I " paid it off" in February. The supervisor told me they would have to research why I was late on an unknown payment and would get back to me after Christmas, leaving me stressing over if this phantom late payment will impact my credit rating. Literally ruined my psyche for the Christmas holiday worrying if this would hurt my credit.Desired Settlement: Full explanation how this charge just appeared with no activity, communications or actions on my account for 10 months. And not to leave other consumers just hanging, worrying about their credit rating over the Christmas holiday with no answers other than, "when are you going to pay this overdue amount". Very disheartening and frustrating. A rude Christmas greeting from Conns.

Business

Response:

Thank

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

account [redacted]. According to our records, Mr. [redacted] signed a 36-month

installment loan contract on December 18, 2010. Per the contract terms, a minimum monthly payment of $81.21 was due by the 18th of each month. Mr. [redacted] made payments each month that exceeded the minimum payment and the account was in a paid ahead status.

On January 31, 2013, a letter was mailed out to Mr. [redacted] advising that the payoff was $660.64. We received Mr. [redacted]’s payment of $660.64 on February 25, 2013;

however, due to the amount of time between the letter being sent and

receiving the payment an interest installment had accrued causing the

payoff amount to change. This occurrence prevented the account from

closing automatically by the system when Mr. [redacted]’s payment was

received.

Once the account reached the maturity date on December 18, 2013, Mr. [redacted] was contacted for the outstanding balance. Mr. [redacted] remitted a final payment of $62.92 on December 28, 2013

and the account closed. Due to the circumstances, we will refund Mr.

[redacted] the amount of $62.92 and honor the payoff received in February 2013. We will mail a refund check for the $62.92 to the address Mr. [redacted] provided on the complaint.

We value Mr. [redacted] as a customer and sincerely apologize for any inconvenience he experienced concerning this issue.

Thanks,

Offline Credit Supervisor

OCCC/AG/Revdex.com Complaints

Business

Response:

Thank

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

account [redacted]. According to our records, Mr. [redacted] signed a 36-month retail

installment contract on December 18, 2010. Per the contract terms, a minimum monthly

payment of $81.21 was due by the 18th of each month. Mr. [redacted] made

payments each month that exceeded the minimum payment and the account was in a

paid ahead status.

On

January 31, 2013,

a letter was mailed out to Mr. [redacted] advising that the payoff was $660.64. We

received Mr. [redacted]’s payment of $660.64 on February 25, 2013;

however, due to the amount of time between the letter being sent and receiving

the payment an interest installment had accrued causing the payoff amount to

change. This occurrence prevented the account from closing automatically by the

system when Mr. [redacted]’s payment was received.

Once

the account reached the maturity date on December 18, 2013, Mr.

[redacted] was contacted for the outstanding balance. Mr. [redacted] remitted a final

payment of $62.92 on December 28, 2013. Due to an oversight on our part the

refund check has been delayed. We have

mailed Mr. [redacted] a new check along with a $100 gift card for his inconvenience.

Thank you,

Credit Help Desk Specialist

Conn's

Consumer

Response:

[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.]

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 will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Purchased a ** Washer/Dryer set in [redacted]. First time I used washer, it broke. Repairman came said mother board was bad. Instead of repair, I asked for new washer. After several attempts to have it replaced, headquarters Conn's approved replacing new washer with a "newer" washer. After ridiculous attempts at delivery, Conn's customer service and delivery service came to an agreement and Saturday, [redacted], my new ** washer was delivered and installed.I noticed water on the floor but chalked it up to the heavy on/off raining that day. A day later, I used the washer again. Later that day, I discovered that my rug that sits in the pantry was soaking wet. Again, I did not connect to the washer and put the rug in the garage. [redacted], now six (6) days since I received my new ** washer, I decided to wash some clothes while I waited for my ride. When my ride (son and daughter in law) came to pick me up, they needed something in the garage and that is when we discovered that the pantry was flooded to the breakfast nook.The thoughtlessness came from the service center employees was unbelievable! They refused to adjust their schedules for a customer who had already been so greatly inconvenienced! Their apologies sounded insincere especially when I asked if I must continue to pay for an item that will not be used for two weeks. My clothes closet is almost empty....my dirty clothes stink....and Conn's has told me they won't pay back any monies that I use to clean my clothes. Two of my good towels are spoiled because I could not wash them!I am very frustrated talking to the very rude women and men working for Conn's and am sickened by their attitudes that hide faulty equipment, and harassing phone calls (better not be late with an payment). Worst was having to sit home for hours waiting on a service person who called me at 724am!Please help me Revdex.com![redacted]Desired Settlement: 1. I would like a sincere apology from an executive at Conn's and an explanation of what should have happened when all of this foolishness started.2. I would desire Conn's to pay for one trip to a laundry mat to wash and dry my piles of dirty laundry.3. I would desire Conn's to replace my 2 extra large white towels (for full-figure adults)I had to use [redacted] to sop up all the water!!!4. I would desire Conn's to replace the small rug that sat in my pantry. Thank you! DAT

Business

Response:

Review: I purchased a dishwasher from Conn's. While purchasing item, I informed sales rep. that I did not want service policy or any other policies on this item. I signed waivers stating that I did not want a service policy or any other coverage on the dishwasher. The salesperson assured me that none would be placed on the item. When I got home and reviewed the contract I noticed that there was a 68.00 charge for "property insurance". I returned to the store and asked the manager to remove the charge for "property insurance". He informed me that I would have to bring a copy of my homeowners insurance in order to have it removed. I do not feel that I should be forced to purchase insurance or have insurance coverage on a dishwasher. If the salesperson would've told me I had to have insurance coverage or it would be placed on my policy (without my consent-I signed a waiver) I would have gone somewhere else to purchase the dishwasher. I called cust. svc & informed them of the issue. I requested that the insurance be removed or I would bring the dishwasher back to them. I was told I have 30 days to return the item. [redacted] the store mgr states that if I bring it back I will be charged a 129.00 restocking fee. I again called cust svc who states that they will call him & inform him of the policy. After being on hold for several minutes she returned to the phone & states now that there is a 129.00 fee to return the item.Desired Settlement: Remove "property insurance" or allow me to return the item without a fee

Consumer

Response:

It was financed, but I have not been provided any pmt info or made any pmts.

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted] concerns regarding account #[redacted]. Mr. [redacted] stated he would like the

property insurance removed from his account or the option to return the

dishwasher.

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

24-month retail installment contract on July 1,

2014.

In addition to

signing the contract, Mr. [redacted] signed the General Information page agreeing to

the property insurance on the contract. Due to this

being a secured retail installment contract, the merchandise must be insured

with property insurance, either purchased through Conn's, or provided by the

customer under their own home-owner's or renter's policy, until the contract is

paid in full.

In the event the customer has an alternative

insurance policy, they are able to send that policy in to our insurance

department to receive full credit as long as the declaration page shows coverage

from the date of purchase to the present date.

Mr. [redacted] can cancel the property insurance by faxing a copy of his

homeowner’s or renter’s insurance declaration page that shows coverage from the

date of purchase to [redacted] for a full refund of the

property insurance price.

Review: We purchased a table from them in September 2012 and proceeded to pay according to the 0 interest for 12 month plan..As September 2013 rolls around, I call to make a final payment of $736 to pay off the balance....or so I thought. We went 11 months without a call or a letter or a bill from CONNS, only to receive a disturbing call in August 2014 that we are 3 days past due for a minimum payment of $71. This was a shock to me because I thought that we paid it off. We asked them to send us an itemized statement, which took over a month and 2-3 requests. We received that and asked them to investigate the phone call where the rep told me my balance, but that did not happen and we had to request again. Now we have made 3 minimum payments at this point to avoid it being reported on the credit report, CONNS still getting money. The result was that CONNS rejected that investigation and still held us accountable for the balance. We paid on the 13th in 2012, but payment was not processed until the 14th of 2012, which made it late unbeknownst to me. Instead of sending me a bill to let me know of a remaining balance, CONNS has decided to hold my $736 payment to apply to future payments. This seems illegal as I did not authorize anyone to "save" my bulk payment. In essence, CONNS gained more money from me by applying my bulk payment to future payments which effectively costs me more money over time, when I really thought I had paid the balance!Desired Settlement: I would like CONNS to acknowledge their poor billing practices and tell me exactly what balance was remaining after I made my bulk payment.. If there was a small balance of 50-100 dollars, I would have paid that off as soon I knew and then I would have not been charged interest for over 11 months! If a refund is due, I would gladly accept it.

thank you

Business

Response:

Thank you for the opportunity to respond to [redacted] concerns regarding account #[redacted] stated she submitted her final payment for her account on September 13, 2012 but

it did not post to the account until September 14, 2012 which caused her to lose her cash option

and accrue interest.

According to our records, [redacted] signed a

32-month retail installment contract on September 3,

2012.

That contract also included a 12-month no-interest

financing promotion that expired on September 3, 2013; however, we do offer 10 days before a

late charge is assessed on the account.

[redacted] stated she made her payment on September 13, 2013 but

it did not post to the account until September 14, 2013 which caused her to lose her cash

option. We ask that customers give 24 hours for their payments to post to the

account.

As a one-time offer and a goodwill gesture, we are

willing to reinstate the Cash-option and close the account for [redacted].

Please allow 10-14 business days for the process to be

complete.

[redacted] will receive a close-out letter for her

records within 30 business days of the account closing.

We value [redacted] as a customer and appreciate her

bringing this matter to our attention. Thank you,[redacted]

Review: I have been going in circles with Conn's customer service. I made a purchase on 6 months no interest with conn's and after paying the account off conn's has been drafting money out of my checking account. They drafted my account 250.00 dollars and it has been 9 days since. I have been in touch with a representative to get a straight answer as to when the amount will be refunded but still no straight answer. I have talked to 5 to 6 different customer service representatives , not to mention I have been hung up on by at least 2, who keep telling me they will forward the information to the research department to "research the account." I have faxed them a copy of my bank statement along with a letter advising the dissapointment and inconvenience the draft has caused. It's not about the draft but the quality of the customer service and how unorganized the department has proven. I requested a phone call from a reprsentative at least 4 out of the 6 times I have called just to get an update but they keep telling me they will forward the account to the research department and request a representative to call me with an update. Still it's going on 10 days and I have yet to hear from anyone at Conn's. I assume since the account is paid off they are in no rush to satisfy the customer.Desired Settlement: Full refund of 250.00 .

Business

Response:

Review: I RECENTLY PURCHASED A ELECTRIC DRYER AND SOUND BAR FROM CONNS ON [redacted]. I FINANCED THE PURCHASE UNDER THE IMPRESSION IT WOULD BE 0% INTEREST RATE FOR 12 MONTHS BUT ONE I RECIEVED THE BILL IN THE MAIL IT BECAME 12% INTEREST RATE. I CALLED THE TO RESOLOVE THE ISSUE BUT HAVE YET TO GET THE OURIGINAL MANAGER OR SALES PERSON TO GET A RESOLOUTION. I WAS NOT ONLY MISS INFORMED I COULD OF WENT ELSEWHERE AND GOT 0% INSTEAD OF DEALING WITH CONNS AND THERE MISREPESENTATION OF FINANCING Desired Settlement: DesiredSettlementID: Other (requires explanation)

A 0% INTEREST RATE WHICH I WAS INITIALLY OFFERED

Business

Response:

Thank you for the opportunity to respond to [redacted]’s concerns regarding an account.

According to our records, [redacted] purchased several items creating invoice #[redacted]. The items on this invoice were financed through [redacted]. We have attached a copy of the invoice as well as an authorization page signed by [redacted] accepting the terms of the financing.

If [redacted] has any additional concerns regarding the account, she will need to contact [redacted] at [redacted].

Thank you,

Review: I purchased a mattress from conn's which costs about $[redacted] which was to be paid in monthly installments. Within 3 months of purchasing the mattress, we found that the product was defective as several lumps became evident. We called conn's and received no help, instead we got transferred around to about 15 different agents who all blamed one another for "not putting in notes". Finally, two and a half weeks later they send a technician from a third party service company to come and look at the mattress. The "[redacted]" tech stated that the mattress was infact defective and needed to be replaced, he proceeded to take pictures and told us that we would be hearing from Conn's. We waited 48 hours and called [redacted] they informed us that they had submitted a report with pictures to conn's. We then called Conn's who told us that they had received pictures but no report. They proceeded to transfer us over and over again through about 5 departments until we decided to make a conference call between Conn's, [redacted] and ourselves. Finally the conn's agent names "[redacted]" confirmed that [redacted] had already done their Job and that they were waiting for a resolution of the issue. The issue still has not been resolved and we don't want anything to do with Conn's ever again. The conduct of their company has been despicable.Desired Settlement: We would like for Conn's to pick the defective product up considering it has been almost a month and we still could not get a replacement even though the product is under waranty. We would also like for Conn's to void our contract to pay monthly installments because we will no be paying for a defective product.

Business

Response:

Thank you for the opportunity to respond to [redacted]’s

complaint. Our records show on [redacted] purchased a Serta King Aim

Super Pillow top mattress with a 10-year limited manufacturer’s warranty.

We received [redacted]’s compliant and found she contacted our

service department on [redacted] stating the mattress had big lumps in the center.

A service appointment was scheduled on [redacted]; 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 [redacted]’s mattress on [redacted]. A service claim representative attempted to

contact [redacted] on [redacted] to notify her of the approved exchange however;

they were unsuccessful in their attempt. [redacted] may contact her nearest

Conn’s to imitate the exchange.

At this time we are unable to honor [redacted]’s request to

return her mattress; Conn’s has No Returns on mattresses. At the time of [redacted]’s purchase, Conn’s offered 30-dasy to only exchange mattresses with a

$[redacted] exchange fee unless the merchandise completely failed within 24-hours.

We sincerely apologize for any inconvenience [redacted] experienced as a

result of delay

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

[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.

As proof of the obvious incompetence of Conn's staff, throughout their response they addressed me as [redacted] when clearly it states [redacted] on my contract and in this complaint. When I went to the store to process my replacement [redacted] The store manager actively avoided me and then instructed me to go home and return the following [redacted] Because "the supervisor of the exchange department had left for the day". I left and came back on [redacted] the [redacted], I received the same response and then the store manager walked off to sell a TV to another customer before telling me that I had to bring my lease as a proof of an address change because his "system won't allow a different address". When is the last time anyone had to bring a legal document such as a lease in order to process an exchange of a defective mattress? As I obviously could not get any assistance from anyone in the store coupled with a blatant disregard for the well being of myself or my [redacted], a complete lack of empathy and lack of ownership. I had to call customer service for the 17th time in three weeks. The customer care clerk responded and called the store. He then came back on line to say that the store manager was not cooperating and "did not want to take a loss" ( I recorded it). This is still the worst experience I have ever had on any purchase. And they still had the audacity to call me to make a payment on a product that I haven't been able to use for over a month.

Regards,

Business

Response:

Thank you for the opportunity to respond to [redacted]’s

additional comments. Although [redacted]’s initial complaint or contract

verifies his gender, we apologize if we may have offended him in our previous

response. We sincerely apologize for any inconvenience [redacted] experienced

at Conn’s when initiating his exchange. We appreciate [redacted] for bringing

this to our attention and we will address this matter will all parties involved

to ensure it is not repeated.

Our records show on [redacted] was scheduled and

received his new [redacted] mattress.

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

[redacted].

Consumer

Response:

[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.]

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.