Conns Appliance, Inc.

Review: I purchased a Sony Visio from Conns on 12/**/12 and have sent the computer in patiently on numberous visits for the screen going blank and "no operating system". My computer has not worked more than it has worked. The last time I attempted to take it to a store for repair they could not match my model and serial numbers. This is the same computer I have purchased. I was told I did not have a warranty, yet the same day I received information from the salesman that I have an extended warranty. I have made several unsuccessful attempts regarding this manner. The last service repair was when I took it to the service center, possibly this is when the error occured and the wrong serial and model number was entered.Desired Settlement: I AM REQUESTING A REPLACEMENT PRODUCT OR GIFT CARD TOWARD ANOTHER PURCHASE FOR A COMPUTER IN THE AMOUNT OF 899.99 PLUS APPLICABLE SALES TAXES. I HAVE BEEN MORE THAN PATIENT.

Consumer

Response:

Issue unresolved. I have heard no information regarding my issue

Business

Response:

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

12/*/12, [redacted] purchased a Sony notebook and 37-month with repair service

agreement/accidental which was financed on a Conn’s credit account. [redacted] contacted us on 3/**/13 and stated

she was having problems with the operating system. A service technician assessed the notebook and

found the hardware passed all test and that the computer software needed to be

restored. Upon receiving [redacted]’s

approval the notebook was restored and the computer was sent back to the store

for [redacted] to pick up. On 5/**/13,

[redacted] contacted us stating her notebook monitor would not turn on. Upon inspection the technician found the hard

drive had failed. The part was ordered

and [redacted]’s computer was successful repaired on 6/**/13. [redacted] contacted us on 9/**/13, stating

the screen was blank. A service call was

set-up however, it was canceled because we were unable to reach [redacted] for

authorization to restore the hard drive; the phone number listed on the account

was disconnected. [redacted] contacted

us on 10/*/13 with approval to restore the software. The technician updated the software and the

notebook passed all test and was sent back to the store for pick up.

Although [redacted]’s computer has been sent to

service three times, we have only replaced 1 part. The other two service orders

indicate software issues which are not covered by the manufacturers

warranty. Therefore we are unable to

honor [redacted]’s request for an exchange.

Our records do not indicate there was a problem

with the serial number on file. Furthermore,

when [redacted] contacted us on 12/**/13, service was denied. She was advised her warranty had been canceled

due to the account charging off on 11/**/13 for non-payment. If [redacted] has questions regarding the

charged off account she may contact [redacted]

Sincerely,

Customer Relations Officer

Review: I tried to do a payoff on my 2 accounts on 2/**/14,gave the representative my (checking)account information. Some how he posted a payment of $440.34 in the account I gave him and $1718.94 into my other account(WHY HE SPLIT THE PAYMENTS,I DON'T KNOW)which caused an overdraft on one of my accounts. I called on 2/** and spoke to another rep that morning because I was wondering why the payment for $1718.94 wasn't showing up on my bank account and that's when I went to my bank that day and learned that they posted to the wrong account. I called again after leaving the bank and was given a ticket # and was told to call back on 2/**/14. I called on 2/**/14 and was told to fax over my bank statement for the return item fee,so that I can get my $25.00 refund and tried to make a 2nd attempt to payoff the rep told me that the system wouldn't let him accept the payment because the account was showing paid and closed. Basically he didn't know what to do even after speaking to a manager. I told him I will call back on 2/**/14 for an update on how I can pay off account. I checked my bank account today and saw the credit from conn's for $25.00 and another return item fee from Conn's on 2/**/14 (they were debiting out of wrong account AGAIN). After I was told that they couldn't take my payment on 2/**/14 when I called. That is bad business for me they don't NEVER EVER have to worry about me buying from them EVER again or refering. In the meantime I have transferred money from the account they were originally suppose to debit to the account they are trying to get the money out of and also I faxed over the return item fee to the number I was given before. I hope they get this money and everything correct the next time they debit from my account. This was stressful dealing with them about this issue. If they debit out of my account after they get the $1718.94 for same amount their will be legal issues. I don't have time to deal with incompetent people. Definitely bad business for meDesired Settlement: Just want my refund of $33.00 for return item fee posted on 2/**/14.

Business

Response:

CASE ID: [redacted]

Thank you for the opportunity to respond to [redacted] complaint. Our records reflect that [redacted] contacted us regarding payoffs

for account #[redacted] ($1718.94 plus $3 processing fee) & [redacted] ($437.34 plus $3 processing fee) on 2/**/14. This would be 2 separate transactions

because there are two accounts. The agent processing the phone payment, failed

to update [redacted] payment information.

[redacted] contacted us regarding this matter and after

submitting the bank statements proving the error, the $33 NSF fee was refunded

to the customer as of 3/*/14. We apologize for the clerical error.

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

us directly at [redacted]

Kind Regards,

Conn’s Customer Relations

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: I was lied to about warranty coverage from the salesperson about stains being removed from furniture. I was told at the time of purchase that all stains would be covered under the furnituregard. I called Conns to schedule a tech to come out to clean stains off the couches. I was informed that a tech would not be able to come out for 3 weeks and was given a date. I took the day off when they were suppose to come out. I received a phone call in the afternoon on the scheduled day and they told me that the driver had been involved in an accident and was not going to make it out there that day. They then told me they would not be able to come out until 1 week later. Thus making it 1 month after I had requested service for them to come out and clean the stains. This time the tech called me a day in advance and told me that he would be there the next day. He comes out that day looks at the stains and says " I only handle small stains not these stains" "we have another truck that comes out to handle larger stains like this I will let them know that is what they need to do" I then get a call today stating that they would not be covering the damage on my couch and that my warranty did not cover this. I feel like I have been lied to and that this is not the right way to treat a customer.Desired Settlement: I just want to have my stains cleaned from my couches like I was told would be done at the time of purchase.

Business

Response:

Thank you for the opportunity to respond Mr. [redacted]’ complaint. Our records show on 6/19/13, Mr. [redacted] purchased a Temple loveseat and sofa with a 48-month FurnitureGard Plan with us. Our records show on 3/18/14, Mr. [redacted] contacted us regarding his sofa; stating he had a liquid stain that was about one week old. A service call was scheduled for 4/07/14 to spot clean the report stain. However due to scheduling conflict the service technicians had to re-schedule the service call for 4/14/14. On 4/14/14, the technician was dispatch to conduct the spot cleaning for the reported liquid stain on the sofa. Upon his arrive the service man reported the sofa and loveseat would require a full cleaning due to the multiple stains that were excessive. Therefore, we are unable to honor Mr. [redacted]’ request. On 4/16/14, we contacted Mr. [redacted] and advised him that the excessive stains/soil on both sofa and loveseat were not covered under FurnitureGard. As listed on Conn’s FurnitureGard Terms & Conditions: Number (9) YOUR OBLIGATIONS PRIOR TO RECEIVING SERVICE UNDER THIS PLAN: (Paragraph One) On-Going Care and Maintenance of Fabric and Leather/Vinyl: Your Product(s) must have been maintained through routine cleaning and maintenance, shielded from direct sunlight, whenever possible, and protected from prolonged exposure to heating sources, vents and radiators. We have included supporting documents in our response which includes a copy of the FurnitureGard Terms & Conditions and the pictures taken at the time of inspection.

If we may be of any further assistance, Mr. [redacted] may contact Customer Service at [redacted]

Kind regards,

Conn’s Customer Relations

Review: I was interested in buying a mattress with this business after seeing an advertisement which stated if you were to purchase a certain type of mattress, you would receive 0% interest for 36 months and would relieve a free tv. I was helped by a salesman who was very friendly and helpful. I picked out the mattress I wanted and the salesman stated that he would check my credit and see if I was approved for a GE credit card. He said I was and my credit line was for $8,000. I was surprised and continued on with the process. When I noticed the total price I saw that my total was a little higher than I expected and brought that to his attention. He stated it was because the mattress was more expensive than it stated on the tag which was displayed on the showroom mattress. I stupidly accepted. I then asked him to show me on the contract where it stated I was going to receive the 0% interest for 36 months. He said he would but he had to go get some paperwork. I must admit I was easily distracted and forgot about the proof of no interest. He returned, I signed my paperwork and was out the door but before he stated to me that there were many other fees he didn't include and I was to be sure to not state this to the manager. As I walked out of the store I noticed I was charged for the supposedly "free" tv. I walked back in and he quickly removed the tv from my statement. When I arrived home I noticed that my contract stated I was not given 0% interest for 36 months but for 12 months, making my payments double than what I agreed to per month to avoid interest. I then realized that the salesman made it appear to me that I was approved for the GE credit card with no interest for 36 months by giving me the free tv. Which in reality I was not. I called to file a complaint with the company the day after the purchase. I then call a week later to find out the complaint was never submitted. On top of that, the salesman opened a credit card through GE for me without my knowledge which I now have 2500 open credit.Desired Settlement: I would like to receive the terms that I was originally told I was going to get plus a discount for the opening of a credit card that I never told I was going to get.

Business

Response:

Thank you for the opportunity to respond Mrs. [redacted] complaint. Our records show on 5/08/14, Mrs. [redacted] purchased a Tempurpedic Cloud queen mattress, Tempurpedic flat box spring, a queen frame, and received a free 32” Haier TV with her purchase with us. Our records show Mrs. [redacted] was approved for $2,500.00 with GE Capital; however Mrs. [redacted] total purchase price was over then limit she was approved for with GE. Our records indicate Mrs. [redacted] was approved and received a credit limit of $7,500.00 through Conn’s credit with a 12-month cash option plan. Mrs. [redacted] received copy of her signed invoice and contract which listed the number of terms and expiration date of the cash option. Therefore, we are unable to honor Mrs. [redacted] request to extend the terms of the cash option; no additional credit is due to Mrs. [redacted]

Review: On many occasions, I have asked specifically to have Conn's stop harrassing me on the phone about my late payments. I am refusing to make another payment on an account that they have added insurance that I never wanted to begin with. They never asked me if I wanted it and I felt rushed in signing any agreements because the store was getting ready to close. I have tried since the beginning of the loan, to have the RSA insurance and warranty insurance cancelled and I kept getting the run around from each department while calling several departments to get answers. I am tired of the calls and I am not going to pay interest on insurance too. I have repeatedly asked Conns to redo my contract, or fix it and they have yet to do so. I am so tired getting 10 calls a day to make a payment when they won't fix my account.Desired Settlement: I want the full amount of the insurance and interest I paid on the insurance from the beginning of the loan and I was credit for the first payment I made that they used to extend my loan without my consent.I want them to take me off their automated call system and I want the harassment to stop. I have the bills the prove how often they call me every day. Please have this stopped. I would appreciate someone to call me on this issue, if you can. My number is [redacted].Thank You[redacted]

Business

Response:

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

regarding account #[redacted]. Mrs. [redacted] stated she has asked to have the

insurance and warranty removed from her account but we have failed to do

so.

According to our records, Mrs. [redacted] signed a 32-month

retail installment contract on July 17, 2013. The signed contract included property

insurance as well as Repair Service Agreements on both the computer and the

television.

Mrs. [redacted] received a pro-rated refund for the

repair service agreements on December 24, 2013 in the amount of $723.98.

Due to this being a secured retail installment contract purchase, the

merchandise must be insured 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. Mrs. [redacted] faxed in a copy of her declaration page proving she had

insurance; therefore, the property insurance was credited in the amount of

$538.63 to the account on May 14, 2014. This includes the insurance price of $401.96

and the finance charges for the interest of $136.67.

We are unable to re-write Mrs. [redacted]’s contract because

the contract was signed on July 17, 2013; however, we have honored her request to cease

all calls to the phone number associated with this account. If she would like

to remove the cease and desist request Mrs. [redacted] can contact us directly and

we can remove the cease and desist.

The current pay-off as of June 11, 2014 is

$2,460.82.

This includes a past due balance of

$341.04.

If Mrs. [redacted] would like to remit payment for the

past due amount, she can contract our collection department, make the payment

online through our web-pay service, or remit payment inside one of our store

locations.

Thank you,

Conn's Credit Helpdesk Specialist

Review: I purchased a white L shaped couch in 2012 with the RSA warranty at $70 per piece of the couch. Since I have purchased the couch I have had nothing but problems with it. I have had technicians out about 6-8 times to correct problems with the couch. After the last issue with the couches arm collapsing and the replaced leather not matching, I received a call that I could go into any conns to find replacement couches. When I got to the Webster location ( conns would not disclose my options when I called the Beaumont location, they sent me straight to Webster location to talk to them). When I arrived on 6/9/2014 the Webster location notified me that I had store credit and could spend $1100 in new items. I am still paying on the couches with conns credit account. I am so unhappy from the pick up location to getting this couch repaired I DO NOT WANT ANYTHING ELSE FROM CONNS. Also it does not make sense to be paying for an item that I a retuning ! ( in reality if I don't want anything that means I would be paying interest on a store credit! Is that even legal?Desired Settlement: I would like a refund instead of a store credit for items I do not want ! That would be like paying for a root canal from a dentist and not getting the root canal. Why get another item from the company If I am more than dissatisfied?

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 3/14/14, Mrs. [redacted] purchased a Albany Naples furniture sectional which consists of two pieces (left and right sectional) with a 48-month FurnitureGard Plan and elected to pickup items from Conn’s warehouse in Dallas, TX. After reviewing Mrs. [redacted] service history, Conn’s agreed to exchange Mrs. [redacted] furniture as a good will gesture and issued her an in-store credit on both units to re-select. Mrs. [redacted] did express that she could not find anything in the store to re-select and instead wanted credit refunded. We contacted Mrs. [redacted] on 6/11/14 to discuss her options; Mrs. [redacted] stated she did not want to exchange her unit but to have a credit applied towards her account. Mrs. [redacted] was informed that in order to issue a credit to her account she would need to return her furniture and we would process the credit to her account. Once Mrs. [redacted] has returned her furniture the credit will be processed.

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.

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

Regards,

Well ms [redacted] authorized me to return my furniture for full credit to the Webster store. So on June 14th I rented a Uhaul, placed the furniture in the truck and took the furniture to the store. The manager who has worked for conns for 30 years told me that Ms [redacted] did not call him and let him know I was dropping off the furniture. Therefore he told me I was not able to drop off the furniture and if I did that if someone took the furniture, they were not going to be liable. He basically told me to leave. Now on Saturday , there was no one to help me in the matter. I had the email that is listed here on my complaint from Ms [redacted] and even showed this to the manager. He called a MR [redacted] and he told me that that person is not going to do anything either. I have tried to call ms [redacted] since Saturday and have not gotten a call back. So I still have the furniture and a 40$ expense to UHAUL. I am more than unhappy at this time and I feel that they need to pick up the furniture and pay me back for renting the Uhaul .

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: I BOUGHT A 75 IN [redacted] SMART TV ON [redacted] MODEL NUMBER [redacted]O1 THE TV SCREEN WAS DEFECTIVE FROM THE FACTORY SERVICE TECH STATED THE SCREEN WOULD HAVE TO BE REPLACED THIS WOULD COST AS MUCH AS A NEW TV THEN I CALLED THE [redacted] CORPORATION THEY TOLD ME THE SAME THING SO I TOOK THE TV BACK INTO THE STORE FOR A REFUND OR EXCHANGE AND I GOT NEITHER ONE SO I LEFT THE TV THERE I TURNED THE TV BACK IN ON [redacted] I HAVE BEEN GETING THE RUN AROUND EVERY SINCE IF THE SERVICE TECH REPLACED THE SCREEN THEN THE TV WOULD BE REFURBISHED I SHOULD NOT HAVE TO PAY [redacted] HUNDRED DOLLARS FOR A REFURBISHED TV I ONLY HAD THE TV FOR 13 DAYS BAD BUSINESS I GUESS I WAS CONNS FIRST VICTIM IN [redacted] I JUST WANT MY [redacted] DOLLARS BACK THAT I PUT DOWN MY SALESMAN NAME IS [redacted] HE DID NOT STAND UP FOR ME AT ALL I DID RESEARCH CONNS HAS BEEN SUED FOR THIS BEFORE THE DO NOT LIVE UP TO THERE RETURN OR EXCHANGE POLICYS [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I JUST WANT CONNS TO GIVE ME MY DOWN PAYMENT [redacted] DOLLARS BACK OR GIVE ME ANOTHER TV AND DONT TURN ME INTO THE CREDIT BUREAU BEACAUSE I ONLY HAD THE TV FOR A TOTAL OF 13 DAYS THANKS [redacted] xxx-xx-xxxx

Business

Response:

Thank you for the opportunity to respond to **. [redacted]’

complaint. Our records show on [redacted], **. [redacted] purchased a 75” [redacted] television

with a 1-year limited manufacturer’s warranty. On [redacted], **. [redacted] contacted

us stating the television has a red dot in the screen. A service call was

scheduled on [redacted]; upon inspection the technician found parts needed to be

ordered to replace the screen. After further reviewing **. [redacted]’ repair needs,

Conn’s agreed to exchange the television. On [redacted], **. [redacted] went to Conn’s

located in [redacted] and picked up a new 75” [redacted] television. We

sincerely apologize for any inconvenience **. [redacted] experienced during this

process.

If we may be of further assistance, **. Watt may

contact Customer Service at [redacted]

Kind

regards,

Review: I purchased a 20.5 cu ft Frigidaire refrigerator from their Round Rock, TX on May 31, 2014. On July 7, 2014 my refrigerator wasn't blowing or anything. I called the location where I purchased it from and was given the service department number on July 8th was told a technician would be contacting me a service order had been placed. Now considering this is a needed item I have 24 hours and no word so I called the service department back and was advised it's a 24-48 hours turn around and that my ticket had been turned into Frigidaire. I was of course confused because that was not mentioned the previous conversation. The rep provided me with a call number [redacted] & a contact number for Frigidaire. I contacted Frigidaire who apparently is in charge of seeing this up only to be told that it would take the next week for a technician to get out to my home. I was very upset about this and advised that would make an enter week without an refrigerator and ask was there not any other repair companies in my area. The agent was not very helpful but after asking for her supervisor finally began to reach out to other contractor's in my area. She was not able to find any and at the end my appointment was still for Monday July 14th between 8-12. Monday no repairman and I was rescheduled to Wednesday without my knowledge and a new call ticket [redacted]. The repairman came from tnt repair and his recommendation was that Conn's replace it. I called back to service and was transferred to customer relations for my request spoke with [redacted] who advised my issue was being escalated and turned in and would be 24-72 hours to hear from them. Needless to say that time has pass no word so I called service this morning spoke with [redacted] whom advised no notes at all from my call last week and I was transferred to [redacted] in customer relations whom I've been on hold with and assuring me this will be handled but I'm not feeling very confident and now she's advising additional 72 hours.Desired Settlement: If they are not going to replace the refrigerator then refund my account the purchase price and come and get the defaulted one so that I can go elsewhere to get a new one. I'm being told 72 hours for additional review but still not agreeing to replace it as the technician recommended.

Business

Response:

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

5/21/14, Mrs. [redacted] purchased a Frigidaire refrigerator with a 1-year

limited manufacturer’s warranty and received delivery on 5/31/14 in good order.

On 7/8/14, Mrs. [redacted] contacted us stating the refrigerator is not cooling. A

service appointment was set up by Frigidaire on 7/14/14 due to the unit is only

covered by manufacturer’s warranty. Upon inspection the technician found parts needed

to be ordered for repairs however; the technician did not order the parts

because Mrs. [redacted] informed the technician that the unit was going to be

replaced therefore the service order was cancelled. We do not show where an

exchange was approved by Conn’s to reselect a new refrigerator. A new service

order was opened on 8/01/14 to order the necessary parts to complete the

repairs on the refrigerator. Once the parts become available, Mrs. [redacted]

will be contacted by the technician to schedule an appointment to install the

parts. At this time we are unable to honor Mrs. [redacted]’s request for an

exchange due to the unit is repairable; service will need to continue.

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.

I agree with most of the statement made by the Conn's representative with the exception of where I told the contractor that the appliance was going to be replaced by Conn's. As I stated in my original complaint, and have witnesses to state that the repair technician told me in his opinion I needed to call Conn's for a replacement due to the same issue would continue to happen. When I contacted them, they told me that there were no notes from him nor was I ever informed that they would not consider replacing the appliance. I have had several tickets created on my account and it wasn't until 08/06/2014 after refusing to provide a payment to them that I was told my original ticket was still in operation and all that I needed to do was contact the contractor TNT and they would order the part. I have since then done so and still no part and still no working appliance. They need to state the facts and not create stories on accounts to avoid addressing people issues. My complaint is still not resolved because, I have complied with every step they have asked of me yet my refrigerator is still not operational.

Regards,

Business

Response:

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

5/21/14, Mrs. [redacted] purchased a Frigidaire refrigerator with a 1-year

limited manufacturer’s warranty and received delivery on 5/31/14 in good order.

On 7/8/14, Mrs. [redacted] contacted us stating the refrigerator was not cooling.

A service appointment was set up through Frigidaire on 7/14/14 due to the unit

is only covered by manufacturer’s warranty. Upon inspection the technician found

parts needed to be ordered for repairs however; the technician did not order

the parts because Mrs. [redacted] informed the technician that the unit was going

to be replaced therefore the service order was cancelled. We do not show an

exchange was approved by Conn’s for Mrs. [redacted] to reselect a new

refrigerator. We were informed by the manufacturer that the necessary parts to

complete the repairs on her refrigerator were ordered on 8/1/14. We followed up with the factory authorized

provider and discovered as of 8/20/14 the compressor is still on order.

We attempted to contact Mrs. [redacted] 8/20/14,

but was unable to reach her at that time.

Due to the delay Conn’s has agreed to exchange Mrs. [redacted]’s refrigerator. We sincerely apologize to Mrs. [redacted] for

the experience she has had as a result of her refrigerator failing. Mrs. [redacted] may contact her nearest Conn’s

to schedule delivery.

If we may

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

Kind regards,

Review: I have purchased multiple items from Conn's and almost all the items are break now or needs to be repaired. The washer I purchased for this company has broken 3 times and the last 2 times I had to pay out of packet for repairs. The service person came out the fix the washier and put a used part on the washier and I called to company to let them know and they didn't care. The sofa I purchased I have called the company to fix it 3 times and it's still falling apart.Desired Settlement: I want a refund not store credit I don't want to buy anything else from this business.

Business

Response:

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

1/26/12, Mrs. [redacted] purchased a Whirlpool washer with a 1-year limited manufacturer’s

warranty and only had one service call placed on 12/24/12; stating the washer

was leaking water from the bottom. On 1/5/13, the technician replaced the

gasket and unit tested ok. We have no further indication that Mrs. [redacted] has

contacted us regarding any further issues she experienced with her washer. Mrs.

[redacted]’s warranty on her washer expired on 1/25/13; any service needs beyond

the expiration date would be an out-of-pocket expense.

Mrs. [redacted] purchased the Delta Vegas sectional

set on 9/11/11, which consisted of two pieces (lounger and sectional) with a 48-month

FurnitureGard Plan and elected store pickup. Mrs. [redacted] contacted us on

9/14/11 stating the furniture was damage when moving into her home due to the

hallway was not big enough. We educated Mrs. [redacted] that damages cause by

moving was not covered by the manufacturer’s warranty or the FurnitureGard Plan

that was purchased. On 2/28/14, Mrs.

[redacted] contacted us stating the sectional piece is coming apart at the bottom

and needed food and liquid stains removed. A service call was scheduled for

3/14/14; upon service the technician found multiple stains, the T-clips

stripped, and the dust cover torn. The technician was able to replace all

damaged hardware, install a new dust cover and spot clean the sectional. On

8/5/14, Mrs. [redacted] contacted us again stating the leather on the sectional

was tearing and cracking. A service appointment was scheduled for 8/16/14; upon

inspection the technician found tears throughout the entire sectional and the

thread insert was missing on one leg. We contacted Mrs. [redacted] to advise her

that the reported wear and tear was not covered by under the FurnitureGard Plan

however; we ordered all four legs and ship to her home to install. At this time,

we are unable to honor Mrs. [redacted]’s request for a refund on her furniture and

washer; the furniture does not meet the qualifications for an exchange and the

washer is no longer covered under warranty.

If

we may be of further assistance, Mrs.

[redacted] may

contact Customer Service at 1-877-358-1252.

Kind regards,

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: 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: My payment of $87.80 was due on [redacted]. 20, 2014 and I have a 10 day grace period to pay my bill, which would ultimately make the last day my payment is due to be due on [redacted]. 30, 2014. I made my payment, online, through Conn's system on [redacted]. 30, 2014 at 8:06 P.M. CST. For whatever reason, the payment was not posted to my account until [redacted]. 31, 2014 and Conn's has now applied a late fee to my account. Regardless of when the company decided to process my payment, the payment was made within the grace period and I should not be penalized for how or when they process their payments. The [redacted] that I spoke with refused to remove the late fee.Desired Settlement: I do not remember what the exact amount of the late fee, but I would like the late fee removed from my account and if my account was stripped of the "cash option" because of this, I would like my "cash option" status reinstated on my account.

Business

Response:

Thank you for the opportunity to respond to [redacted] concerns regarding account #[redacted] stated her payment was due on [redacted] 20, 2014 and

she has a 10 day grace period on the account. She made her payment online

through Conn’s system on [redacted] 30, 2014; however, the payment did not process until

[redacted] 31, 2014

which caused her to assess a late fee and to lose her Cash-option.

According to our records, [redacted] signed a

30-month retail installment contract on [redacted] 6,

2014.

That contract included a 12-month no-interest

financing promotion.

Her payment is due on or before the

20th of each month; however,

she will not assess a late fee if the payment is processed within 10 days of the

due date.

Conn’s does not offer a grace period on the retail

installment contracts.

[redacted] received a payment confirmation stating

that she processed the payment on [redacted] 30, 2014 with a payment date of [redacted] 31,

2014.

We have attached a copy of that payment confirmation

for [redacted] records.

As a one-time goodwill gesture, we will reverse the late

fee of $4.19 assessed on the account and we will reinstate the

Cash-option.

Going forward, we ask that [redacted] submit her

payments on or before the payment due date to avoid future late

fees.

We value [redacted] as a customer and appreciate her

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

Review: Ever since day 1 ([redacted]) my [redacted] and myself [redacted] financed the washer-dryer combo-1pc/[redacted] Model/Serial ([redacted]) which was on clearance and was the floor model through Conns HomePlus ([redacted])and we have had problems with the customer service such as them not being able to deliver the product on time. We financed the unit and it was promised to be delivered within 2 days, well needless to say I had to pick it up and install it myself. The washer/dryer combo worked fine until ([redacted]). My [redacted] called the service center that day and sceduled the only open appointment ([redacted]) for the service people to come fix/inspect the unit. A **ntleman came and inspected the unit and said he would need to order parts to fix it which was a heatting element for the dryer,struts and shocks for the washer and it could take 3 to 5 days for them to arrive. The parts arrived on ([redacted]) which is when my [redacted] got a call to schedule a repair day. The service center was trying to **t the appointment made for [redacted]) but because my [redacted] and I work she asked for a different date and they offered next [redacted]) but still we both work so she asked for maybe [redacted] coming up ([redacted]) and they agreed. Well ([redacted]) came and she yet again got a call from a **ntleman that said well I was going through the parts ordered and relized that even though they have the ordered ones they need another part which would take an additional 3 days to 5 days maybe lon**r.. My [redacted] then went on telling the **ntleman that this is crazy because we have been waitting for 3 weeks already for parts and labor. The service **ntleman then said because of all the problems with this wash/dryer combo and how long it was taking he was going to put in a ticket/email to **t my unit replaced with another one.Desired Settlement: The repair of the unit at a resonable time frame so I dont have anymore expenses from going to do my laundry at the laundry mat plus a refund of the money spent on having to use the laundry mat and live up to their 100% customer service satifaction or if the whole unit is replaced no out of pocket cost even if it has to be replaced with a newer model.

Business

Response:

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

complaint. Our records show on [redacted]; **. [redacted] purchased a [redacted]lpool

stackable washer and dryer with a 24-month Repair Service Agreement Plan.

We received **. [redacted]’s complaint and found he contacted our

service department on [redacted] stating the bottom washer drums bang and makes

clicking noise during all cycles and the top dryer takes a long time to dry

clothes. A service appointment was scheduled for [redacted]; upon inspection the

technician found parts were needed to complete repairs. Our records show there was

a delay receiving the parts necessary to complete the repairs therefore on

[redacted]; we submitted a request to exchan** the unit.

On [redacted], Conn’s approved **. [redacted] to re-select another

stackable unit in the amount of $[redacted] which was the original amount paid for

the unit. Our records on [redacted]; **. [redacted] received his new ** stackable washer

and dryer. As a **sture of goodwill, Conn’s also submitted a $100 gift card to

be mailed to **. [redacted]. We sincerely apologize for any inconvenience **.

[redacted] experienced as a result of the delay.

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

[redacted].

Sincerely,

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.] I [redacted] do not agree that the matter is solved. From the very start my [redacted] and I have had problems dealing with the washer /dryer combo, them (Conns) had problems **tting it to my home, it needing repairs, a month of waiting for the unit to be fixed, the day comes for it to be fixed and not enough parts were ordered, waiting another week or so for an approval on an exchan**, calling to make sure they (Conns) have a unit to beable to exchan**, being told one thing but when my [redacted] and I **t to the store ( I was distracted/ not paying attention and wrote it down wrong), Then go talked to both mana**rs at that store and they were both not very nice at all ( just give them a refund to be done with this and them and **t them out of my store). Through all the problems with Conns they offer a $100.00 Conns gift card thats it take it or leave it thats all we will do... Really! of course its no problem for them because they are not out of pocket nothing its just going to come right back to them. Im now out of pocket for having to go to the laundry mat to do my laundry for a month, out of pocket hundreds for financing the first washer/dryer combo and now Im out of pocket hundreds for the new one aswell! How is that in any shape or form fair or just?

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: 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: My husband and I got a washer and dryer through Conns. We had to go to the service center before anybody would talk to us. they have told us daily someone would come out, parts would be ordered. I have been hung up on lied to. My carpet has been flooded. It's been 2 weeks without a washer. Our daughter has [redacted] and needs clean clothes 3 or more times dailyDesired Settlement: Washer fixed or a new one

Business

Response:

Thank

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

on 10/15/11, [redacted] purchased a [redacted] washer and dryer both with a

48-month Repair Service Agreement.

We

received [redacted] complaint and found that she has contacted our service

department on two separate occasions for service on her washer dated on 4/6/12

and 2/13/15. [redacted] last service appointment was scheduled on 2/19/15;

the technician found parts were needed to complete repairs. Before parts were

received [redacted] contacted service on 2/23/15; stating the unit was worse

than before and has damaged her carpet. [redacted] was provided the

information to file a claim on the alleged damages to determine if issue is

covered. Our records show parts arrived on 2/26/15 and [redacted] was

scheduled to complete repairs the same day.

On

3/2/15, we contacted [redacted] to verify if repairs were complete; during the

conversation she stated the washer was still not working properly and the

technician informed her he would submit a request for a possible exchange on

the unit. Although we have not received the technician’s report regarding the repairs

that were complete on [redacted] last service call, Conn’s has agreed to exchange

the washer under the Terms and Conditions of the Repair Service Agreement after

further reviewing [redacted] repair needs. [redacted] will need to return

his washer to his nearest Conn’s to process the exchange. We sincerely

apologize for any inconvenience Mr. and [redacted] experienced as a result of

service delay.

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

Kind

regards,

Review: My wife and I purchased furniture from the company below and we still have not been given the courtesy of regular updates as to when we will get the rest of our furniture. Our thing is that the sales person had to know that the items we didn't receive were not available at the time, to afford us the opportunity to chose another bedroom set. Now for the past 3-months in our master bedroom sits a partial bedroom set minus a dresser and two nightstands. The stores help desk along with there managers are continuously giving me the run around. If someone could please help me to resolve this matter who be greatly appreciated.

It has been three-months now and we still have no dresser or nightstands yet. Conn’s in [redacted] on [redacted] has not called me to update or anything, I called them on 4-14-15 & on 5-20-15. My wife is using boxes still for her personal items. We are extremely unhappy and it seems like nobody cares. A copy of this letter is being forwarded to the Revdex.com, as well. At this point, my wife and I wish we could return the furniture already delivered.

My name is [redacted], I live in [redacted] I purchased $4000 worth furniture from your [redacted]. on [redacted], February 16, 2015. The salesman (John [redacted]) told me and my wife the whole shipment of the furniture would be delivered to our home on 2-14-2015. He did tell us that a few pieces were not in the warehouse, but would be there by 2-20-2015. On 2-23-2015, he leaves a message on my home phone voice-mail stating that those few items weren’t in yet and they couldn’t deliver partial shipment. Mind you, this is the night before we are to get our furniture. This was unacceptable, so we had our furniture deliver because we had already got rid of old bedroom & dinette set. Anyway, we have everything but a dresser and 2-end tables. It has been almost 3-weeks and no one from the store has had the decency to call me and update me on the back-order of my furniture. My wife had to put her clothes in boxes due to no dresser. My thing is this salesman & his manager knew those items were out of stock when they placed the order on the computer. We were dealing with a overzealous salesman who did not even offer us the option of looking for another bedroom set. This store is rated a “0” for customer service. We don’t have a clue when the other items will be in. I’m told I have to come back to [redacted] which is 85 miles to the store to re-order the other items because the order was cancelled. They tell me the items are on back-order, but I don’t know they won’t call me. It like I’m invisible now and at their mercy. I will tell you that once this matter is resolved, your store will not any more of my business. My wife and I are first & last time customers, your store lacks proper sales etiquette. Also, when our friends comment on our beautiful furniture, we will tell them where we got it, but go to [redacted].

Signed,

[redacted] (unhappy customer)

[redacted]Desired Settlement: To get the rest of the furniture we ordered, soon.

Business

Response:

Thank you for the

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

2/16/15, [redacted] purchased the [redacted] dining set which consist

of five pieces (table and found chairs) and a [redacted] bedroom set

which consist of eight pieces (headboard, footboard, rails chest, dresser, two

night stand and mirror) which all came with a 1-year limited manufacturer’s

warranty.

We reviewed [redacted] complaint and found he was originally scheduled for delivery on

2/24/15 however; prior to delivery he was contacted and made aware that the

dresser and two nightstands had not been received at the warehouse as

scheduled. We confirmed with the store manager located in [redacted] where [redacted] made his purchase that at the time of purchase he explained to [redacted] that all items were not available for immediate delivery and Conn’s

was unable to delivery partial merchandise. [redacted] was given the option

to either cancel the dresser and nightstand from this invoice or wait until all

items were available to schedule delivery. [redacted] elected to cancel the

dresser and nightstands from his invoice and was made aware that he could

return to the store when the items are in stock to re-sign a new authorization

charge on his ** account. We show the dresser and two nightstands were

cancelled from the invoice and a refund of $1578.24 was processed towards his

** account.

[redacted] has been

contacted and is aware that the dresser and nightstand is now available for

immediate delivery. [redacted] will

need to visit his nearest Conn’s location to purchase these additional items.

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

gesture of goodwill we will mail [redacted] a $50 gift card.

If we may be of further

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

Kind regards,

Dyeisha [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. I went to the store on June 6th and scheduled to have the rest of my furniture delivered on June 9th, tomorrow. I will inform you when the transaction is complete, thank you for your assistance in this matter. I believe you made the difference.

Review: [redacted] 2 TV were purchased, 1 defective out of the box I called conns.[redacted] location within 1 hour of purchase and was told they were out of stock but they would order and call me. 3 days later still no word so I called, they said still none but the once a week truck would have them the following week. I waited and called back in they claim now no tv are in and now I needed service to come out. They set a appt to come out and no showed the appt. They set another appt they guy came and said oh yeah it definitely is broken but it's in your biz we don't warranty it. I had called the store within one hour of receiving the defective TV and was promised a swap out. For the last four months I've been going around with the store in the corporate office about getting the TV swapped out I've now been notified that ** is not going to warrantee it I do not believe anything that this company has to say I've been lied to. I have had reps in the corp office yell, swear and hang up on me while I am trying to resolve this matter. All I want is the TV purchased to work. I have not paid this company since is my only leverage to get this product replaced. I have disputed the billing will certified letter with no responses. I have recorded calls, and documented phone log that I called in within 1 hour of receiving product. I was clear on purchasing this for my biz and was told to buy warranty that would cover theft of TV.

Deceptive sales practices, dishonest exchange return policies, rep fraud misrepresentation of product and service.Desired Settlement: Exchange of bad product /reset of terms

Most important a apology

Business

Response:

Thank you for the

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

[redacted], [redacted] purchased two 65” ** Smart television’s both with a

1-year limited manufacturer’s warranty; no additional coverage was purchased.

[redacted] elected to pick up both televisions from our Conn’s warehouse

located in [redacted]. [redacted]

signed his pickup slip acknowledging he received both televisions in good

order.

We reviewed [redacted]

[redacted]’s complaint and found he contacted our service department on

[redacted] for service on one of his television. However; when asked to verify the

serial number associated with the unit that required service [redacted]

refused to provide the information stating the television was mounted on the

wall therefore; we were unable to create a service order. [redacted] contacted

service again on [redacted] stating half the screen on his television was not

showing the picture. A service appointment was originally scheduled for [redacted]

but after verifying the service location we found [redacted]’s television

was located at a place of business. A service representative contacted [redacted]

[redacted] to inform him that we are unable to service item(s) that are used

for commercial use as this void the contract therefore; the service order was

cancelled. As a gesture of goodwill, Conn’s agreed to send a technician to [redacted]

[redacted]’s business address to assess the reported damages on [redacted]. During

inspection the technician found the television’s panel was cracked which is not

covered under the Terms and Conditions of the manufacturer’s warranty and [redacted]

[redacted] did not purchase accidental coverage to cover the damage.

We attempted to contact

[redacted] on several occasions ([redacted], [redacted] and [redacted]) to discuss

his concerns however; we have been unsuccessful. Although we are unable to

determine when the damages to [redacted]’s television occurred, Conn’s is

willing to exchange the television if [redacted] is able to provide the

serial number and original packaging associated with the television to verify

there is no physical damage.

If we may be of further

assistance, [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.

I have tried calling this business to move forward with getting TV Swapped out and no one knows what I am talking about and no one knows the rep who posted this resolution.