Conns Appliance, Inc.

Review: I purchased a brand new laptop on [redacted]. I purchased it for $899.99, but after other fees...the total amount is $1,810.32. About 3 or 4 weeks of use the screen went blank. I took it back to Conn's. I explained to a salesman why I was there. He said it seemed as if my laptop had a virus. He told me to take the laptop back, and for me to call their repair service department, and that they would guide me to fix it. The repairman was not able to help me. He said that the drive was probably damaged and needed repairs. He told me to take it back to the store and they might exchange it for a new one. He said that one in 1,000 (or 10,000-don't remember) comes out damaged, and mine was that "one." Since I had just purchased the laptop, I tried for them to exchange it for a new one. I pleaded with 6-8 different Conn's employees (including supervisors) to no avail. They would not lend me one either even after I explained to them that I did contract work, and needed to provide my own laptop, otherwise, I could get not work. They said no. It was sent for repairs. They gave me order #[redacted]. They gave me a "process form" stating it would take 7 - 10 business days to repair, and that I would get "process" calls. I have not even gotten a service call letting me know it has been assigned to a tech. It has been about 2 & 1/2 months. I need this laptop for work. I have been paying them, but this month I have not been able to pay them yet due to not getting work at my office because I have no laptop. To reiterate, I need to provide my own laptop since I do contract work. May you help me. I have gotten "very prompt" collection calls when I am 2-6 days late on my payment, yet they have not called me in about three months to tell me my laptop is ready, nor the status of it. I can provide documents if needed.Desired Settlement: I want all my money refunded. I do not want them to charge me a $150 re-stock fee.Please help me.

Business

Response:

Review: Purchased new refrigerator on [redacted]. Delivered and installed on [redacted]. Reported faulty ice-maker [redacted]. The following day Conn's sent out delivery driver who was in the area to take a look. Was told ice-maker is defective and entire refrigerator needs to be replaced, and that we should expect a phone call about delivery of the replacement appliance. As of [redacted] no phone call or any contact had been made from Conn's. Spoke to service department who had no documentation of any of this, was referred to deliver who said it wasn't their department. Contacted our sales representative who was going to look into it for us. No one from Conn's Appliances contacted us at all. The Afternoon of [redacted], we went directly into the store and spoke with our Sales representative who took the information forward to his manager and was assured another service representative was schedule to come out the next day to assess the problem. [redacted].. no calls or visit from service department. I called Sales representative again and was told would need to set up another service appointment through the service department. Which we did. Service contractor came out to the house on [redacted]. Was advised "possibly" faulty temperature control panel, parts could be ordered but could take weeks to come in. Personally suggested best option was to have Conn's replace the entire refrigerator. went back into Conn's store and spoke with sales agent who also spoke to instore manager. Referred me to contact Customer Help Desk and Service Center again to see what can be done.As of [redacted]. Still no resolution on the issue. Have a brand new refrigerator that doesn't work properly and a business who is unwilling to replace it. simple resolution would be to order new refrigerator and replace it. That's all I want to happen at this point but getting run around from everyone within the company.Desired Settlement: I want a brand new refrigerator delivered and installed and the faulty unit taken away. I would also like some form of compensation or reimbursement (in-store credit or gift card) for having a defective product in our home for over a month and lack of timely resolution to the issue!

Business

Response:

Review: I purchased the product in October 2013. I got a hard drive failure error in March & took the PC in for repair. PC was returned & error occurred after less than a week. PC was returned for service in April for same issue. Picked up PC & less than a week's use, hard drive error reoccurred. Took PC back for third time in May. Picked up June 7 & got same error upon trying to boot up PC. Top of monitor was not put back together completely-gap @ top. Called service & was told to send back for service again. Purchased repair service agreement states replacement will occur if unable to repair product after three service attempts. Agreement is not being honored. I am being told I must return the PC a fourth time. I have been unable to use a product I'm still paying for in 3 months.Desired Settlement: I would like a refund of all payment & cancelation of the retail installment contract & repair agreement with no liability for me.

Business

Response:

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

10/16/13, Mrs. [redacted] purchased a Hewlett Packard Pavilion Aio computer with

a 25-month Repaid Service Agreement Plan. After further review and research, we

show Mrs. [redacted] placed five service calls regarding her computer; however

only two service calls were completed. On 3/12/14 and 5/11/14, both service

orders were cancelled due to Mrs. [redacted] did not bring computer into service

for repairs and on 4/13/14, the service order was cancelled due to the

technician ran diagnostic test for two days and no issues were found. The last

service call we received from Mrs. [redacted] was on 5/21/14, stating the

computer is displaying an error message disc failed. We received Mrs. [redacted] computer on 5/27/14; upon inspection the technician ran diagnostic tests and

unit tested ok however, he reported the hard drive was making squeaking sounds

not associated with normal operation and a new hard drive was ordered for

repair. On 5/29/14, the technician installed and imaged the new hard drive and

completed updates; unit tested ok and was returned to the store for pickup. As

of 6/19/14, Mrs. [redacted] has not contacted service to report any further

issues regarding her computer. If Mrs. [redacted] is in need of service, she can

contact the Service Department at [redacted] to schedule a service

appointment. At this time we are unable to honor Mrs. [redacted] request for a

refund on payments made to her account or cancel her retail installment

contract. Mrs. [redacted] may cancel the Repair Service Agreement at any time and

receive a pro-rated refund.

If

we may be of further assistance, Mrs.

[redacted] may

contact Customer Service at [redacted]

Kind regards,

Review: This complain is for Conn's services and products sold there. I bought an all In one ** desktop. On the 14th day I start having issues with, while I was working on it would automatically restart itself. So I called ** to try to find a solution and was on the phone for an 1hr. All they did was restored the computer, but that didn't work. It became worse, restarting itself more often and not letting me work at all. Now the issue is that I take it the next day to the store (CONN'S) and based on their policy I went over a DAY they cant replace computer the can repair it. I've talk to multiple people to a , [redacted] with solutions, [redacted] with help desk, and the manager at the actual store I bought it from, [redacted]. No one can help, they all say, it can only be repaired. I don't a Repaired computer! I only used it for 14 days and it needs to be repaired? That's not the only issue ive had with them. I have another desktop that a bought a year ago and keyboard didn't work properly. They take it and repaired it but they still have me with no keyboard.Desired Settlement: I want a NEW computer not a repaired computer, And a working keyboard!

Business

Response:

Review: I purchased a [redacted] lawn mower from Conns. After the 1st use it failed to start. I talked to [redacted] and they gave Conns as a service rep in the area.I called the store and they said bring it in. I was told on Monday that someone would call me by Friday. No call and I called the next week and I was told in was sent to Dallas and a service would call me soon. After three weeks I get a call from the store to pick up my lawn mower and to bring $54.07 since I did not purchase extended warranty. The mower was brand new and was still under [redacted]s warranty and Conns is representing themselves as warranty service for [redacted], but then turns it into a Conns service for which they charge a fee. I was not told about a fee went I dropped it off and I was told I wpould recieve a call from a service rep when they had a chance to look at it. No call from a service rep only 1 call from store wanting $54.07 or they will hold lawn mower hostage.Desired Settlement: The lawn mower is brand new and already causing problems and they left me without a lawn mower for three weeks so I had to buy another mower I am not paying a fee for a brand new mower

Business

Response:

Review: I purchased a mattress from Conn's on [redacted]. I sent all proper documentation and receipt from Conn's to receive a $75.00 rebate. All documentation and Conn's personnel state that rebates will be received within 8 weeks. Unfortunately that time has come and gone. I have called Conn's and their rebate center several times and they inform me that they made a mistake and it will take another 10 weeks before I can receive my rebate. As of today I have waited exactly 20 Weeks for a rebate that should have taken 8 weeks. Waiting another 10 weeks is completely unacceptable and truly isn't fair for the customer. I have called and spoken with several supervisors at the Conn's office. At this point waiting a total of 30 weeks for a rebate is just not fair for me as a customer.Desired Settlement: The best things Conn's can do at this point is try to make the situation right by allowing me to pick up a rebate check from their office locally or by Conn's skipping their rebate center and deal with me directly. I will probably not shop at Conn's again because the frustration is to much for a rebate.

Business

Response:

Review: I order a tv stand a computer desk, tv, and mattress set. When they put it in my home they said they didn't have time to put it together.I called there boss, and he sent another set of me 4 hours later to put the things up. They said my tv was not in . I called on the 18 they said its here, but you have to pick it up. I am disable thats why I paid for it to be brought to me. Then I go and get it, but it has never work since I got it. I called 9 times in a week to get some one to come out but each time I get the run around and talk to like I am s...Desired Settlement: I don't want anything from them nut for them to pick up there things . I will never deal with any store that treats people like this. The things came from the store [redacted]

Business

Response:

CASE ID: [redacted]

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

Our records reflect that [redacted]’ purchased product from us via invoice #[redacted] on 12/**/14. [redacted] paid for assembly of the television console. [redacted]

contacted us 02/**/14 for service on the television console reporting that it

was wobbling. On 3/*/14 the ticket was closed due to no response. We have made

several attempts to contact [redacted] regarding this complaint. We have been

unable to research her and have not received a returned call at this time. If she wishes to continue with service [redacted] may contact our service department at [redacted]. No exchanges or refunds are due at this time.

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

us directly at [redacted]

Kind regards,

Conn’s Customer Relations

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,

Review: I purchased a new HP Spectre2 2in1 laptop (detachable) laptop on [redacted]. This was brand new and box was taped (warranty info in box/laptop screen had plastic covering that you peel off/Electrical cords were "tied appropriately with plastic tie" AND cord was in plastic sheath. I gave this to my son. I purchased another exact one on [redacted]. When I got home later that evening, I opened up this "new computer" that was sold to me (box was taped up similar to the new one I purchased on [redacted]) The cords were loose and not tied, just thrown in the box, the warranty and setup paperwork was missing, no plastic covering on the laptop screen and the location was SETUP already for a [redacted] location. *I live in [redacted] There was also a loud buzzer (like an alarm clock) when I opened the laptop.. Summary: this was either a demo/floor model that came from another store or a return (hence the loud buzzer noise) I immediately called the store that night and spoke to the rep who said he would look for another one. the next day I asked if they found one as I do not mind paying [redacted] for a laptop but would prefer it was NEW. I was told that I would have to pay $[redacted] restocking fee. I have left several messages for the store manager "[redacted]"; customer service escalation manager.."[redacted]" but have not received any phone calls back. I have called to check on the status every day since [redacted] (now 5 days) but still no phone call back. I called the COO, [redacted]'s office at the [redacted] and was referred back to the [redacted] office and am awaiting a call from a [redacted] office. I am extremely disappointed in the service, the lack of attention to this matter, and mostly in the business practice that I have heard existed but now am experiencing first hand...that you pay for used merchandise.Desired Settlement: Due to the mistrust I have for any appliance from Conn's, I am now requesting to not find a NEW replacement, but to return this laptop that was sold to me as new)without paying a restocking fee.

Consumer

Response:

This letter is to inform you that Conn's has carried out to my satisfaction the resolution it proposed for my complaint, filed on [redacted].

Regards,

Review: We purchased a refrigerator from Conns on */*/*4. We also purchased the extended warranty on the product for a 4 years. The fridge failed on [redacted] 5, 2**4, with the motherboard failing. We had to wait *8 days to get the parts in and the repair to be done. The fridge then failed again a week later. Since then the fridge has not been repaired, despite repeated calls and over a dozen service visits. We were told parts were on order and they could do nothing until they came in. We were consistently told that because the fridge was still under manufacture warranty the delay was due to that. I called customer service repeatedly and begged for someone to call me back to resolve this issue. To today I have not received a call. I called in on [redacted], 2**4 to the service department and was told that finally a replacement fridge was authorized and he was surprised as I should have received a call on the 28th but did not. We were told that we would be able to go pick out a new fridge and that all costs would be covered to get us a replacement of the same quality and that the extended warranty would transfer to the new fridge as the used the manufature warranty to replace. We went to the store today to pick a new fridge and were told that we could not get a comparable fridge and that the warranty would not transfer. I am paying my monthly bill for an appliance that does not work, have not received any phone calls for assistance and then was told I could not have the product I paid for.Desired Settlement: Refrigerator - $*699.99 4 year warranty - $379.99, Delivery Charge - $79.99 Sales Tax -$*74.96 Total $2334.93 Food loss $*,[redacted].** Total requested $32334.93

Business

Response:

Thank you for the opportunity to respond to [redacted]

complaint. Our records show on */**/*4, [redacted] purchased

a [redacted] door refrigerator with a 4*-month Repair Service

Agreement. [redacted] was scheduled to have her refrigerator delivered

and installed on */*2/*4; we show [redacted] signed acknowledging her

refrigerator was received in good order.

We received [redacted] complaint and found she contacted our

service department on four separate occasions regarding her refrigerator. [redacted]’s last service call was placed on **/23/*4; [redacted] stated the

refrigerator freezer door would not open, ice maker was not working, only one

section of the refrigerator was cooling, and the shelves were broken.

After reviewing [redacted] service history we found there was a delay

servicing [redacted] refrigerator, therefore Conn’s agreed to exchange her

refrigerator. On **/*7/*4, [redacted] exchange was approved; [redacted] was given a total credit up to the original amount she paid of $*,699.99

to re-select a new refrigerator. We confirmed [redacted] went to her

local Conn’s location to initiate her exchange and was informed the warranty

would not transfer over to the replacement model.

After further research we found [redacted] was misinformed that

her refrigerator was not exchange under the terms of the Repair Service

Agreement coverage. Therefore, the Repair Service Agreement coverage will

continue on the new refrigerator once she has re-selected.

In regard to [redacted] food loss claim we show [redacted]

submitted a food loss claim on */*9/*4; the claim was approved

and a $*5*.** check was mailed on */*5/*4. The Repair

Service Agreement covers food loss up to $*5*.** per verified occurrence.

We show [redacted] contacted us on **/23/*4; stating her

refrigerator was mot cooling again. Although we do not show another

claims form was received; Conn’s has agreed to expedite the claim and send [redacted] another $*5*.** check. We ask [redacted] allow 7-** business days

to receive check. We sincerely apologize to [redacted] for the

experience and any inconvenience that has been caused.

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

Kind regards,

Review: I purchased a refrigerator from Conn's in [redacted] on xx-xx-xxxx. Within a few days they had a company deliver the purchase. Since that delivery was done by two of the most inept people in the state, I began to wonder whether purchasing something from Conn's was a good thing. They had to remove both front refrigerated doors, remove the entire drawer system to the freezer, removed the front door before deciding to remove the rear door and bringing it that way. I honestly didn't mind them doing that but I had to reinstall both doors, while these two tried to reassemble the doors and freezer drawer system - a task that when completed looked like the product of something done by the [redacted].I made several calls to the store and Conn's customer service people to have someone come out and reassemble the doors but to no avail. They insisted on sending the same delivery company out to correct the problem and I insisted on a trained technician since I had purchased an extended service contract. Meanwhile I was losing food due to outside room air infiltrating into the refrigerator. Mind you the manufacturer's warranty was still in place but as soon as I told them what the problem was they told me it wasn't their fault, rather the store's problem to fix - it was their delivery service that created the problem and the last calls to Conn's went unanswered. Yesterday I opened the freezer section drawer and the middle tray came out in what appears to be two be two unbroken pieces. I cannot get down on the floor to try and fix it since I am permanently disabled having partially lost the use of my legs while serving in the military. In other words, unless Conn's is forced into fixing the refrigerator properly by trained people, I now own a non air tight refrigerator and a freezer that requires me to dig, dig and dig for items instead of just reaching into a shelf. It's turned into nothing more than a big stainless steel boat anchor.The other problem I have encountered with Conn's is their creative book keeping and their deceptive business practice of having their sales staff add charges onto the contract without the consumer's consent or knowledge. I was charged approximately $[redacted] for insurance to cover the loss of the unit should it be stolen or damaged in a fire or other disaster. When I asked what that was for, the salesman told me to bring in a copy of my homeowners policy and the charge would be removed. I did so but the payment did drop and I questioned Conn's customer service AGAIN and to this day have not received a reply. I was told by store personnel including the various managers that the amount is deducted at the end of the contract. Now if you can't see the problem with this, then you would also be deceived and ripped off. Let's say the total of the purchase for the refrigerator and service contract was $[redacted]. Now add the $[redacted] for insurance and you have a total of $[redacted] These figures are examples but Conn's adds the interest on $[redacted] into the payments and not the actual $[redacted] for goods received, they amortize on the larger figure and make additional money on something not in my possession. After I brought in my homeowners policy and was told Conn's would deduct it from the contract amount, I assumed the payments would go down as any reasonable and prudent person would. I also figured that without changing the original payment amount which I had budgeted into my monthly expenses, I could afford an additional furniture for our home. With that in mind, I also purchased three items, a desk, chair and a corner table on the condition it would be delivered in time for a party I was having. I even paid to have the three pieces assembled. Conn's delivered the pieces two days prior to the party, which was good and the delivery company sent two different people, which appeared to be better but that's where it stopped. Those two tried assembling the desk three times before they got it right, rather almost right since I had tDesired Settlement: DesiredSettlementID: Other (requires explanation)

Repair / replacement of refrigerator. Amended contracts for product bought and credit for over payments.

Business

Response:

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

complaint. We would like to apologize to [redacted] for the experience he had

regarding his purchase. Our records show

on [redacted] purchased a [redacted] and mount with us which were

delivered on [redacted]. After reviewing complaint a service call has been set-up for [redacted] to address the

uneven doors.

According to our records, property insurance was applied to both

accounts at the time the contracts were signed by [redacted]. On a

property insurance credit in the amount of $[redacted] was applied to account

#[redacted]. Also, on [redacted] a property insurance credit in the amount of

$[redacted] was applied to account #[redacted].

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.

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

Regards,

I responded on [redacted] to your organization that I was unsatisfied with the way Conn's does business and the quality of the service in NOT fixing the problems. SO please don't say I didn't respond and put this in resolved. This matter is still open and unresolved. Conn's knows it and you do too. Pleae ackno9wledge receipt of this email.

Business

Response:

Our records show we have addressed [redacted]’s

original concerns. As stated in our

previous response a service call was set-up for [redacted], upon inspection the

technician checked the refrigerator and no problems were found. We have attached a copy of [redacted]’s signed

service order acknowledging the completion.

We have also attached a copy of [redacted]’s general loan ledgers showing

the insurance credits that have been applied to his accounts.

If we may

be of further assistance, [redacted] may

contact Customer Service at [redacted].

Kind regards,

Customer Relations

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.

You still don't get it. Conn's never re-wrote the interest rates on either account prior to the first payments being made. If there was property insurance on the second contract and they deducted it, did they also deduct an amount for the piece of furniture they failed to deliver? According to the notes you have sent, it doesn't appear they did. Secondly, the problem with the drawer in the freezer still exists because the service techs told me "that's as good as we can get it". This problem isn't resolved just ignored.

Regards,

Review: I purchase warranty on my refrigerator and it has been taking over a 1 week on them to order parts,as of today 5/7/14 a part that order came in still missing another part to cool for my refrigerator and he has to order once again another part of it,the whole refrigerator is out now not even the freezer is working and they can not come out to see the problem until they complete the first order which is really ridiculos for this to happen.We have no groceries it is going to be 2 wks already,and now they are telling me another week to order another part when they have not even open another ticket for the freezer part of the refrigerator. I purchase warranty for a reason.I need a new refrigerator this is not my fault only had it for 2 yrs,still paying on this fridge.Please help me[redacted]Desired Settlement: new refrigerator please

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 4/26/12, Mrs. [redacted] purchased a

Samsung refrigerator with a 48-month Repair Service Agreement Plan. On 4/30/14,

Mrs. [redacted] contacted us stating the refrigerator was not cooling properly

but the freezer was working. A service call was scheduled for 5/2/14; upon

inspection the technician found parts needed to be ordered to repair the unit.

On 5/3/14, Mrs. [redacted] contacted service again stating that the freezer has

now gone out. Mrs. [redacted] was advised that a new service order could not be

open at that time due to parts already ordered however; the information would

be added to current service order for the technician to inspect the freezer

when parts arrived. Parts became available on 5/5/14; however one part was

missing and needed to be re-ordered. Mrs. [redacted] was notified that due to

the missing part, she would be re-scheduled to complete repairs on 5/14/14. On

5/14/14, the technician replaced the ASM cover damper on the refrigerator and

tested units cooling system which tested ok however; the technician found parts

needed to be ordered to for the freezer. Our record show parts are scheduled to

arrive on 5/27/14; once parts become available a technician will contact Mrs.

[redacted] to schedule a date for repairs. Although we are unable to honor her

request at this time for an exchange we are committed to repairing her refrigerator

as quickly as possible. We sincerely

apologize for any inconvenience Mrs. [redacted] has experience during this

process.

If we may be of further

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

Kind regards,

Review: WE PURCHASED A CREDIT ACCOUNT WITH CONN'S IN DECEMBER 2012. WE HAD BEEN PAYING ON THE BILL AND WE HAD TO CHANGE BANK ACCOUNTS. THEY NEVER WOULD CHANGE THE INFORMATION IN THE SYSTEM SO IT WOULD GO TO A CLOSED ACCOUNT AND BOUNCE. IT TOOK 8 PHONE CALLS AND THREE HOURS ON THE PHONE TO GET TO SOMEONE THAT WOULD CORRECT IT. THEN IN FEBRUARY 2013, WE CALLED CONN'S TO PAY OFF THIS ACCOUNT BECAUSE WE HAD ENOUGH. WE ASKED FOR A PAY OFF AMOUNT AND WAS GIVEN A PAYOFF AMOUNT OF 1859.04. WE PAID IT. NEVER RECEIVED A CALL STATING THAT IT WAS NOT APPROVED OR ANY OTHER INVOICES OR ANYTHING SO I CALLED AND WAS TOLD OUR BALANCE WAS ZERO AND IT WAS PAID IN FULL. TEN MONTHS GO BY AND WE GET A PHONE CALL STATING WE OWE 11 CENTS. THE SUPERVISOR STATES HE WILL CLEAR THIS OFF AND WE WILL NOT HEAR ANYTHING AGAIN. TWO DAYS LATER AND THEY START BLOWING OUR PHONE UP STATING WE STILL OWE MONEY AND THAT WE BETTER PAY. THIS IS FRAUD. SO TODAY I GET A PHONE CALL FROM [redacted] AT THE SAN ANTONIO LOCATION HARASSING ME AND THREATENING ME AT MY JOB. CALLING ME EVERY HOUR. WE DON'T OWE THIS MONEY!Desired Settlement: THE PHONE STOP, THEY FIX OUR ACCOUNT, AND THEY BE CHARGED FOR INADEQUATE HARASSMENT ALONG WITH A LAW SUIT TO FIX MY CREDIT THAT THEY HAVE RUINED.

Business

Response:

Review: I purchased a bed on 9-19-2014, it was delivered 9-20-2014. When the delivery person took the plastic off I noticed the mattress cover had a fray where the fabric looked as though it was coming apart. I went to the store asked for the Mgr. on Tuesday 9-23-2104, he was not in, spoke to a salesperson, showed him a picture I took with my phone, he gave number to call, I did that, it took forever for them to get to the right person. The sent [redacted] out, he thought it was a [redacted] went out to get a cleaner, that did not changed the mattress because it is not a [redacted], the mattress fabic is pulling apart. I have called and spoken to everyone at Conn's, they have in turn told me that I waited too long. I went in the store on 9-23-2014, continued to call, I am not spending $1200.00 on something that is defective!Desired Settlement: Either they can pick up the bed or bring a new mattress.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 9/19/14, Mrs. [redacted] purchased a Sealy Avila

Vista full mattress with a limited manufacturer’s warranty. Mrs. [redacted] delivery was scheduled for 9/20/14 and she signed her delivery ticket

acknowledging she received her mattress in good order.

We received Mrs. [redacted] complaint and found she contacted our service

department on 10/01/14 stating there was tear in her mattress. A service

appointment was scheduled for 10/16/14; upon inspection the serviceman found there

were snags in the mattress and the stitching was coming loose. Our records show

on 10/22/14; a furniture coordinator attempted to contact Mrs. [redacted] to

notify her that the reported damages were not covered however; they were

unsuccessful in their attempt.

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

exchange; based on the serviceman’s findings and the photos provided, the

reported damages are not covered by the manufacturer’s warranty. We have included

a copy of Mrs. [redacted] signed delivery ticket and inspection report in our

response.

If we may be of further

assistance, Mrs. [redacted] may contact us at [redacted]

Review: In August of 2012 we purchased furniture at Conn's. We made 1 initial payment in the store the day we purchased the furniture. Before the next payment (Sept 2012) was even due my wife recieved a no interest credit card from our bank. I called Conn's and told them the situation and asked for a pay-off amount to transfer this amount onto the new credit card my wife recieved. At that time the pay off amount they gave me was $2,395.69 to pay off acccount #[redacted] Minus $348.89 which was the amount of property insurance that they charged us because we are renters. 2 days later I recieved an e-mail stating that they recieved the insurance declaration of the insurance policy and to allow 3-4 business days for the loan to be paid off. In April of this year I recieved a call from Conn's to call them back regarding some important info. When I called them back they informed me that I owed them $1,100 for the account # stated above. I explained to them that I called for a pay off in Sept 2012, almost 2 years prior to the phone call. I also explained to them that I had an e-mail supporting my statement that the loan was paid off. The original amount was $2738.59 and they would reduce the amount with proof of our renters Insurance of $348.89 leaving us a pay off amount of $2395.69. Now for almost 2 weeks they have been harrassing me with phone calls of 6 or more per day and the few times I called them to find out if they made a decision regarding this issue, they keep asking me to pay off balance and it's always a different amount. When I asked to speak to the decision maker regarding this issue they are unable to transfer or to talk to them at all. I am fed up with this constant phone calls. I don't feel we owe this money, I have e-mail proof that this loan is paid off. Please help me get this straighted out. I do not want any neg. markes on my credit for this issue. How are I liable for a paid off loan almost 2 years after the fact? Thanks for your help! [redacted]Desired Settlement: I would like for Conn's to stop hounding me with incessent phone calls and I would like confirmation that this loan is paid in full. And absolutely no impact on my credit report. Thanks

Business

Response:

Thank

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

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

32-month retail installment contract on August 12,

2012.

The amount financed was $3098.73. This

included a charge of $360.14 for property insurance.

On September 8, 2012 Mr.

[redacted] made is first payment of $128.27. On September 26, 2012 Mr.

[redacted] remitted a payment of $2,392.69. Mr. [redacted] paid a total of $2520.96 on

an invoice total of $3098.73.Then on September 28, 2012 we processed an insurance credit of

$475.38. This left an invoice shortage of $102.39.

Since Mr.

[redacted] remitted the payment of $2,392.69, the account was in paid ahead status

and it forwarded the payment due date to April 25,

2014. As of May 19, 2014 Mr.

[redacted]'s payoff balance on the account is $1020.52. Please note, the payoff

balance updates daily. If Mr. [redacted] would like to pay the balance in full, he

would need to call the day he makes the payment to get an up-to-date payoff

quote.

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 submitted a complaint agaist conn's on 5/6/2014 and after a few weeks you got it taken care of and conn's admitted I owed them nothing. After a few day's the collection calls have started again up to 6 times a day. I explain to them that it is done and I owe them nothing and they can even read the notes in there computor. They keep telling me they will get it handled but the calls won't stop. This needs to stop yesterday, the assigned ID number is [redacted]

I want them to stop calling, I want assurances that I will not have any negative marks on my credit period, and I want a account payed and closed letter Immediatley not 30 day's and A 60" LED SMART TV FREE OF CHARGE DELVERED. I know I can't get everything, but first three is a MUST.

Regards,

Business

Response:

Thank

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

regarding account #[redacted]. The

credits are in the process of being applied to the account. We have placed a cease and desist on all

phone numbers associated with Mr. [redacted] account. The final credits will be applied to the account

within 7-10 business days and the account will close. Mr. [redacted] has not

assessed any negative credit marks associated with this account. Again,

Mr. [redacted] will receive a close-out letter and the payment history on the

account within 30 days of the account closing to retain for his records.

Review: I purchased a sofa set in December 13, 2013. I filled a repair claim on 7/8/14 to have love seat, ottoman, sofa, and chair repaired because the threat was becoming unraveled. [redacted], repairman went to my house on 8/2014 and inspected the furniture and put in a claim to order parts to fix ottoman only. Mr. [redacted] explained to me that the threats on the other furniture were becoming unravel because the material was no good and it would be better to replace those particular pieces of furniture (love seat, sofa, and chair). Parts for ottoman were delivered on 8/18/2014. [redacted] went back to my home to repair the ottoman but he noticed that some parts were missing. I spoke to customer service and apparently parts were going to be ordered again. I received parts gain on 9/26/14. I placed another service call to notify Conn's that the parts had arrived. Appointment for repair was made for 11/1/14. On said date [redacted] notified me once more that the part he needs to repair ottoman was not the correct part. I called Conn's service department to let them know that this claim was made since 7/14 and nothing has been resolved. The other remaining of the furniture is not being worked on either.Desired Settlement: I would like to have my furniture replaced because as time passes by and no repairs have been made, I have noticed that the damage is increasing on the furniture.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 12/13/12, Mrs. [redacted] purchased

a Melody furniture set which consisted of (4) pieces; sofa, loveseat, chair,

and ottoman with a 48-month Furnituregard Plan on all four pieces. Mrs.

[redacted] elected to have her furniture delivered; we show Mrs. [redacted] signed

acknowledging all furniture pieces were delivered on 12/15/13 in good order.

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

service department on two separate occasions regarding all four furniture

pieces; Mrs. [redacted] contacted us on7/08/14 stating water had

spilled on her furniture and on 10/22/14 stating the

furniture thread was unraveling. After reviewing Mrs. [redacted]’s service

history Conn’s agreed to exchange her furniture; on 11/07/14Mrs. [redacted]’s

exchange was approved. Mrs. [redacted] was given a total credit up to the

original amount she paid of $ 1,999.96 to re-select a new furniture set.

We attempted to contact Mrs. [redacted] on 11/18/14 regarding her

approval, but we were unsuccessful in our attempt. Mrs. [redacted] may visit

her nearest Conn’s location to initiate her exchange and scheduled delivery.

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

Customer Service Department at [redacted]

Kind regards,

Review: On February 11, 2013 my husband and I purchased a Sony NEX-F3 digital SLR camera from Conn's in Waco, TX. I also purchased an extended warranty for $149.95 that will cover the camera until 02/11/2017. In March of 2014 the loading mechanism (which hold the memory card in place)stoped working. Which means I can't save any pictures that I take with my camera. Thus meaning the camera is rendered useless. I took the camera into Conn's they sent it off to their service repair center, and told me it would be a week. It ended up taking a MONTH for me to hear anything about the camera. Finally the technician who was working on the camera called me and told me that he could not figure out why the memory card would not go back in and that he was sending to off to SONY. He then called me back the next day and said that he couldn't send it to SONY because my manufacturers warranty had expired. Seeing as how I had the EXTENDED warranty through Conn's I fully expect them to cover the cost of fixing my camera. The tech than explained that since my issue was so minor that he would send it back and refer me to a local camera shop who could fix it for around $20 and conns would credit me back for that. Come to find out there is no one authorized to work on the Sony NEX-f3 except SONY! To make matters work the tech marked my camera as "physical damage" despite the fact that my camera is in perfect condition, it's over a year old and still looks brand new. I've never dropped it or exposed it to liquid. For the past two months I've been going back and fourth with service and customer service to take a look at my camera so that they can see it's not physical damaged and stand behind their warranty. Overall the customer service has been horrible and I feel I am being cheated out of the money I paid for the extended warranty. I just want Conn's to stand behind their warranty and fix my camera.Desired Settlement: I would like to see one of three things happen; A. Conn's pay to have my camera fixed through SONY (would only cost $88). B. Conn's allow me to exchange my camera for the same model, or equal model.C. Conn's refund me for the extended warranty. I have attached pictures of the camera showing that it is in perfect condition and I am willing to send the camera in to Conn's to prove my camera is perfectly fine and that the technician just didn't do his job and he lied about the condition of my cam.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 2/11/13,

Mrs. [redacted] purchased a Sony digital camera with a 48-month Repair Service

Agreement Plan. On 3/13/14, Mrs. [redacted]’s contacted us stating there was a

problem with the memory card slot and it would not allow card to go in all the

way. The camera was sent to the service center for repair on 3/25/14; upon

inspection the technician did not find any defects with the camera however, he

did find the memory card slot was damaged which is why Mrs. [redacted]’s memory

card would not go in all the way.

Physical damage is not covered under the Repair Service Agreement Plan

that was purchased therefore; the unit was return to the store unrepaired. At this time we are unable to honor Mrs.

[redacted]’s request to repair or exchange the camera due to physical damages is

not covered. Mrs. [redacted] my cancel the Repair Service Agreement on her account

at anytime by faxing a cancellation request to [redacted] to receive a

pro-rated refund.

If

we may be of further assistance, Mrs.

[redacted] may

contact Customer Service at [redacted]

Kind regards,

Consumer

Response:

Review: I have been harassed by Conn's collection department for 3 months. They keep calling my mobile phone looking for [redacted] and they are contacting the wrong number incessantly. I have called them 4 times and asked to have my number removed from her account. They assure me it has been deleted, and then I receive more harassing collection calls. It needs to stop.Desired Settlement: I want them to remove my mobile phone number from the file of this [redacted] person and STOP HARASSING MY MOBILE PHONE.

Business

Response:

Thank you for the opportunity to respond to [redacted] concerns regarding an account. [redacted] stated he has been receiving collection calls regarding an account that is not

his.

We have determined this account belongs to another customer

and [redacted] telephone number was linked to the account in error. We have placed a cease and desist on the

telephone numbers provided by [redacted].

In the event [redacted] receives any further calls from Conn’s

we ask that he contact us immediately so we may address the issue further.

We sincerely apologize for any inconvenience [redacted] has received due to this matter.

Review: I purchased a furniture set from Conn's in Sugar Land for nearly $3,400 less than a year ago. I have had numerous issues with the furniture. I tried to return the sofas two days after delivery and was told they would repair the furniture. They sent a man out on three occasions to repair the furniture, and a fourth time to inspect the furniture. Each time, he was unable to complete the repairs without additional parts. Now, the furniture is falling apart, and there are springs coming through the wood, the cushions are flat, there is exposed wood and metal and missing padding in the armrest, and one arm of the love seat is about to fall off. In July, I called Conn's again and told them I wanted a refund. They told me they would have a repair person come and assess the furniture again. He came and said the repairs needed were so extensive that he could not repair them in my house. He said there were serious problems with the furniture. About a week later, Conn's called and told me the defects were normal wear and tear and they would not replace or refund. I received nothing in writing. No phone number or names of the people making these decisions were ever given to me to discuss, despite pleading for someone higher up to handle my case. I called again and opened a case with the Resolution team at Headquarters on 08/08/14, and someone left a message on my cell phone with no name or phone number that I didn't purchase the extended warranty, so they would not be repairing or replacing the furniture. I visited the store last night and spoke with the manager. He called today and said he spoke with someone named [redacted] who was head of the Conn's Exchange program and she said that I refused service, so they could not repair, replace or refund. The furniture is still covered under warranty. Conn's is not honoring the one year warranty and when I have opened a case on the Customer Service website, they just close the case. I submitted a letter, with pictures showing the defects. Never heard anything back. Calls are suddenly disconnected. Service calls are no shows and when I call to inquire they say I refused service, which is simply NOT TRUE. Someone says they emailed me, but I never received any emails. Turns out they had the wrong email address and closed the file. Another time, they said they did not have my phone number, and closed the file. I have been fighting with them for almost a year now. I need help please. My children have been cut from the multiple springs sticking up through the cushions. The sofas still have the tags on them. Conn's is being deceptive in their practices, they have lied to me, and falsified the account of what has happened. They scheduled a service call and never showed another time, and when I called to inquire about it later, they told me that they decided to replace the ottoman of my set. Now, they will not honor that and they never communicated that to me for months!!! They are deceptive in everything they do. Initially, I was told that if I wanted to return the furniture, just two days after I took delivery, that I would have to pay for shipping the furniture back and pay a 10% or 15% restocking fee. That would have been several hundred dollars, if not more. It seems once you make a purchase from Conn's, you are stuck with it and they will lie, cheat, hang up, elude your calls, and make every excuse in the book to get out of repairing, replacing or refunded. I am stuck with thousands of dollars of debt for furniture that we can not even sit on safely. They have told me that I can relinquish the furniture back to them, but I would still be responsible for payments on the furniture. That is ridiculous.Desired Settlement: At this point, I just want my money back and Conn's to come pick up this furniture. I have complained and contacted Conn's numerous, numerous times (more times than your form allows), I have spoken with the Store Manager, who told me just last night that the furniture was bad and he wasn't happy about it either!!!! Conn's needs to credit me back all of the payments I have made on this furniture, and come get it.

Business

Response:

Thank you

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

9/09/13, Mrs. [redacted] purchased the Jackson Suffolk furniture set which consist

of four pieces (sofa, loveseat, chair and ottoman) with a 1-year limited

manufacturer’s warranty and received delivery on 9/15/13. On 10/3/13, Mrs.

[redacted] contacted us stating the cushions were caving in and making a squeaking

noise on all furniture pieces. A service call was scheduled for 10/19/13; upon

inspection the serviceman found the cores was misshaped and sagging and needed

to order seat cores to repair. Mrs. [redacted] informed the serviceman that she

wanted to re-select new furniture and did not want parts ordered therefore; the

service order was cancelled. A service

representative attempted to contact Mrs. [redacted] to inform the service will

need to continue however, they were unsuccessful their attempts. On 10/25/13, a

new work order was created to order parts to complete repairs on all furniture

pieces. Once the parts became available Mrs. [redacted] was scheduled to complete repairs

on 11/22/13; the serviceman installed the new seat cores to the sofa, loveseat,

and chair however; there was a delay receiving the parts to repair the ottoman

therefore, Conn’s agreed to exchange the ottoman. The serviceman also notated

the right top decking on the sofa was tearing at the seam and created a new

service ticket to order parts to repair. Once parts became available Mrs.

[redacted] was scheduled to complete repairs on 3/8/14 however; the serviceman

reported no one was at the resident at the scheduled time therefore, the order

was cancelled. Mrs. [redacted]’s last service call was received on 7/30/14

regarding damages to the sofa, loveseat, and chair. A service call was

scheduled for 8/4/14; upon inspection the serviceman found all three furniture

pieces decking were ripped, spring clips pocking through fabric, seat and arm

cushions worn down to wood, and sagging. After further reviewing the serviceman

findings and photos, a service representative contact Mrs. [redacted] on 8/8/14 to

inform her damages from wear and tear are not covered by the manufacturer’s

warranty. At this time we are unable to honor Mrs. [redacted]’s request to return

the furniture for a full refund due to Conn’s has No Return on furniture; based

on the serviceman findings her furniture does not meet the qualifications for

an exchange.

If

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

Kind

regards,

Consumer

Response:

Hello,Thank you for your assistance in my dealings with Conn's regarding the furniture I purchased from them. To date, nothing is resolved and I have not heard back from Conn's since I responded on this website. I have enclosed the manufacturer's warranty for the sofa, love seat, 1/2 sofa and ottoman, along with my receipt and the letter I sent to Conn's including pictures, sent well before I contacted the Revdex.com. Although I realize that the one-year warranty has expired now on the furniture, I made every effort to address this well before the warranty expired. I still have not received the new ottoman, as the store manager says he can not give it to me. They have made several excuses, such as the items were no longer under warranty (not true), the defects were the result of "normal wear and tear" and I have a saved phone message from the Conn's Corporate office from 09/3/14, stating that since I did not purchase the extended warranty from Conn's then the repairs would not be covered. Please let me know if you need any further information from me. What can I expect to happen from here, please?

Review: Our 60" samsung t.v. turned off and wouldnt turn back on so we called conns and they set a date for a tech to come and check t.v. The initial appt that was set was no fullfilled by tech ( he never showed). Another date was set and he came out and we were told he would have to order part but would get it within the week and in time for superbowl game. Well, he never called and upon several calls to customer service, tech has failed to return to fix our t.v. we were told the part has been ordered but we are still with no functional t.v. and our warranty ends in april. We purchased and paid off our t.v. and warranty and conns is still unable to handle the situation after a month now.Desired Settlement: Would like the t.v. to be repaired or replaced before the warranty is terminated. The warranty was purchased for such reasons and should be satisfied.

Business

Response:

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

4/**/10, [redacted] purchased a Samsung 55” TV with us and 48 month repair

service agreement. [redacted] contacted

us on 1/**/14, stating his TV turned off and will not power back on. A service call was set-up and upon inspection

the technician found the AC power supply needed to be replaced. The part was ordered and installed on

1/**/14. Once the television had power

the technician found the pcb main assembly needed to be replaced. There was a delay obtaining the part which

were received and installed on 2/**/14.

We sincerely apologize to [redacted] for the delay and the experience he has

had regarding his television.

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

contact us at [redacted]

Sincerely,

Customer Relations Officer

Review: I WENT TO THE STORE IN AURORA COLORADO ON 10/05/2014, A FEW DAYS PRIOR I APPLIED ON LINE FOR A CREDIT CARD FROM CONNS. MY FRIEND AND I WALKED INTO THE STORE, WAS GREETED BY A MANAGER THAT WAS VISITING THAT LOCATION. I TOLD HIM THAT I WANTED A SURROUND SOUND FOR MY LG TV. HE ASKED MY PHONE NUMBER AND LOOKED UP MY APPROVAL. HE THEN HAD ME FOLLOW HIM TO THAT AREA. HE CHOOSE THE MOST EXPENSIVE SURROUND SOUND UNIT. I TOLD HIM I DIDNT NEED ANYTHING THAT BIG. HE SAID THIS SONY WILL DO JUST FINE. I SAID OK. HE GAVE ME ALL THE FEATURES, TOLD ME IT WAS EASY TO HOOK UP TO MY LG TV. HE HAD AN NEW SALES ASSOCIATE FINISH THE REST WHILE I SAT IN A CHAIR. AS I WAS WALKING OUT THE DOOR WITH THE SALES ASSOCIATE BEHIND ME, HE HANDED ME THE RECEIPT AND THE REFUND POLICY. THE ASSOCIATE PLACED THE BOX IN MY CAR. WHEN I GOT HOME THE UNIT DDNT WORK ON MY LG TV. I TOOK IT BACK TO THE STORE WHERE A NEW MANAGER TOLD ME IT WAS A 50% RESTOCKING FEE EVEN IF I WAS TO EXCHANGE IT. I TOLD HIM THAT I WOULDNT PAY THAT. HE SAID TO CALL CUSTOMER SERVICE ON MONDAY, THE NEXT DAY. I WAITED BECAUSE I WAS SO UPSET TILL FRIDAY. I CALLED AND THEY FILED A CLAIM. I CALLED BACK ON WEDNESDAY 10-22, AND THE CLAIM WAS NEVER FILED. I SPOKE TO A REP THERE AND SHE TOLD ME THERE WAS NOTHING THAT THEY COULD DO BECAUSE I DID HAVE THE RETURN POLICY IN MY HAND AS I WAS WALKING OUT THE DOOR. I ASKED FOR A MANAGER AND HE FILED THE CLAIM AGAIN. HOWEVER, I ASKED FOR HIS TITLE AND HE SAID HE WAS A CUSTOMER SERVICE REPRESENTATIVE. I ASKED FOR A MANAGER AND HE TOLD ME THAT ONE WAS NOT AVAILABLE FOR ME TO TALK TO. I AM JUST GETTING THE RUN AROUND. CONN'S REALLY CONS YOU OUT OF YOUR MONEYDesired Settlement: I WANT A FULL REFUND.

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted] complaint. Our records show on 10/05/14, Mr. [redacted] purchased a

Sony soundbar with a 24-month Repair Service Agreement. Mr. [redacted]

elected to pick up his soundbar from our Denver, CO location; Mr. [redacted] signed

acknowledging his soundbar was received in good order.

Mr. [redacted] contacted us on 10/22/14; stating his Sony

soundbar was not compatible with his television and he wanted to exchange the

unit. Mr. [redacted] was advised he is still within the Return and Exchange

Policy and may return/exchange his soundbar with a 15% restocking fee which

expires on 11/05/14. We spoke with the Operation manager who

stated Mr. [redacted] may contact his local Conn’s location for assistance with

troubleshooting the soundbar.

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

the 15% restocking fee.

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

Customer Service Department at [redacted]

Kind regards,