Conns Appliance, Inc.

Review: cancel my warranty expect a full refund of $210 only receive $32 never mentioned that there will be a fee to cancel the service and prorated my Amount. sales personnel do not explain full detail to customers about warranty.Desired Settlement: A full refund for the amount of 210.00 that's how much I paid for the warranty.

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted] complaint. Our records show on 9/1/12, Mr. [redacted] purchased a Sony notebook, Ipad bundle and 25 month

RSA & Accidental damage coverage on the Ipad. We show Mr. [redacted] submitted a service

agreement cancellation request on 4/1/14.

The warranty was canceled as stated in the terms and conditions of the

coverage and Mr. [redacted] was issued a refund for $32.06. Therefore we are unable to honor his request.

We have included a copy of Mr. [redacted]’s invoice acknowledging he

was provided a copy of the RSA & Accidental Damage brochure and contract, a

copy of the terms and conditions. And

also a copy of the service agreement cancellation request which includes a

reminder of how the cancellation refund is calculated.

Kind regards,

Review: Purchased a lift chair, conns has given me a very hard time I have a lift chair as im disabled I need that chair it is my lifeline after almost a year I finally got an approval for an exchange to no avail no longer did they have or carry that chair and they refused to order me one I asked for a refund to purchase oneI wined up buying one from conns on conn's account now I want a refund they want to apply it to my account ive already purchased the chair I need my refund in cash back to meDesired Settlement: Would like refund sent to me ive had to purchase another chair out of pocket I am on a fixed income

Business

Response:

Thank you for the opportunity to respond to Mr. and Mrs. [redacted] complaint. Our records show on 11/3/11, Mr. [redacted] purchased a Jake

Big Man Lift Chair and 48 month Furnituregard from us which was financed on

Conn’s credit. Our records also show

service agreed to exchange Mr. [redacted] chair on 5/1/14. Mr. [redacted] purchased a new chair on 5/15/14,

however did not use the exchange credit that was available. Although we are unable to honor Mr. [redacted] request for a cash refund we have agreed to refund the full credit of $1190.74,

back to his Conn’s credit account.

If Mr. [redacted] has any additional questions or concerns he may

contact us at 1-877-358-1252.

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 do not accept the response from conn's I've already purchased a lift chair from conns because not one store would work with me with the credit I already had in the computer im just asking for some one other than a customer service person to please at least call me so that we can resolve this issue

Business

Response:

Thank

you for the opportunity to respond to Mr. and Mrs. [redacted] additional

comments. Mrs. [redacted] has been

contacted and advised we are unable to honor her request for a cash

refund. We explained that the purchase

was financed on a Conn’s Retail Installment Contract and the account has not

been paid in full. Therefore, the credit

was applied to that account balance. Mrs. [redacted] requested and was provided her account payoff as of June 20, 2014.

If

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

Kind

regards,

Review: I bought a bedroom set from conns in sugar land Texas January of this year and the slats on the bed broke within two days so I called and they sent out a tec that just put the broken leg back on which broke again that night and for the last five months I have been making calls trying to get the issue resolved in the process I have received the wrong part three time there driver forgot my package at the warehouse and I took a day off expecting it and no one contacted me that day I found out when I called them they have hung up on me put me on hold for over an hour wont transfer to managers when asked promising me call backs that I never receive I have been told the only person who can fix the issue at hand is [redacted] I have left her numerous voice messages and the representatives have sent her emails and I have gotten no responseDesired Settlement: full price of merchandise

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted] complaint. Our records show on 1/20/14,

Mr. [redacted] purchased a Austin City Vista bedroom set which consists of six pieces

(headboard, footboard, rails, dresser, mirror, and nightstand) with a limited

1-year manufacturer’s warranty. After reviewing Mr. [redacted] service needs, Conn’s

has agreed to allow Mr. [redacted] to return his furniture and issue a refund to his

account. We spoke to Mr. [redacted] on 6/24/14, during conversation Mr. [redacted] stated

he only wanted to return the headboard, footboard, and rails but keep the

remaining items. Mr. [redacted] is scheduled

for 6/25/14 to have the requested merchandise picked up and returned to Conn’s.

Once we received Mr. [redacted]’s furniture, we will process a credit of $422.17 to

his Conn’s account. We sincerely apologize for any inconvenience Mr. [redacted] has

experienced during this process.

If we may

be of further assistance, Mr. [redacted] may

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

Kind regards,

Customer Relations

Review: My in-store experience on 7/5/14 at Conn's HomePlus in [redacted] was great. It has not gone very well since that time. I have paid for the delivery of a new refrigerator which was delivered to my residence in poor condition. It is dented from apparent impact on the top of the refrigerator at the corner that has the hinge. I have contacted the store by phone and made in-store visits on quite a few occasions to speak with management about this issue. General Manager [redacted] contacted the delivery department because they are the ones that can ultimately handle the situation. The delivery team assured Mr. [redacted] that they would contact me once they have authorization to proceed with the swap-out. A whole week passed before I heard back from someone. They told me that it would take 3-5 days from that time to process. More than a week later after that, I had still not heard from anyone, so I contacted them again myself. The lady with whom I had spoken had offered me $100 credit to keep the damaged appliance. I declined that offer. She then informed me that she would open a ticket for the exchange process, and it would take 7-10 days for paperwork to process. I am not understanding why the authorization has not already been processed and why there was not already a ticket open with the corporate office for this exchange. This is a huge inconvenience because we need a new refrigerator as soon as possible. Our old one does not function properly. I refuse to keep or use the one that was delivered to me in the poor condition in which it was delivered. I have been trying to be very patient, but I continue to get the runaround about the delivery team coming to swap out the damaged refrigerator. There is no issue with in-store management, because they have done everything in their power to help me. However, today is 7/**/14. It has been over three weeks since the initial purchase & delivery, yet I still have not received a refrigerator that is in good condition.Desired Settlement: It has taken extremely too long for paperwork & authorization to process. There has been several instances of communication but very little follow-through. Please have delivery team come to pick up the damaged appliance and deliver me a new one. Also, because it has been so long, I also need my first month's payment to be credited. I have yet to use or install the appliance because of its condition. I anticipated a much more expedited exchange process.

Business

Response:

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

complaint. Our records show on 7/**/14,

Mr. [redacted] purchased a Frigidaire refrigerator with a 1-year limited manufacturer’s

warranty. Mr. [redacted]’s delivery was scheduled for 7/*/14 however; upon

delivery the refrigerator was damaged. Our records show Mr. [redacted] is

scheduled for delivery on 8/10/14 to receive a new Frigidaire refrigerator. We

sincerely apologize for any inconvenience Mr. [redacted] experienced for the delay

in delivery. Conn’s has agreed to honor Mr. [redacted]’s request to credit his

account for the first month payment in the amount of $43.61.

If we may

be of further assistance, Mr. [redacted] may

contact Customer Service at ###-###-####

Kind regards,

Kathryn James

Customer Relations

Business

Response:

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

complaint. Our records show on 7/**/14,

Mr. [redacted] purchased a Frigidaire refrigerator with a 1-year limited manufacturer’s

warranty. Mr. [redacted]’s delivery was scheduled for 7/*/14 however; upon

delivery the refrigerator was damaged. Our records show Mr. [redacted] is

scheduled for delivery on 8/10/14 to receive a new Frigidaire refrigerator. We

sincerely apologize for any inconvenience Mr. [redacted] experienced for the delay

in delivery. Conn’s has agreed to honor Mr. [redacted]’s request to credit his

account for the first month payment in the amount of $43.61.

If we may

be of further assistance, Mr. [redacted] may

contact Customer Service at ###-###-####

Kind regards,

Kathryn James

Customer Relations

Review: I purchased an ac from conns 2 years ago it broke down recently they have come about 5 times to "fix" it and it is still not fixed... I'm a senior citizen its hot here in Texas im ill and I just went to the doctor I have a muscle strain on my neck and the doctor said it maybe from stress...I purchased the warranty for it, its good until 2016 why cant they fix it..Desired Settlement: I just want another one they have tried to fix it but it still does not work or credit my account so I can get another one... thank you

Business

Response:

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

on 5/8/12, Mrs. [redacted] purchased a GE air conditioner with a 48-month Repair

Service Agreement Plan. On 7/14/14, Mrs. [redacted] contacted us stating a loud

noise was coming from the back of the unit. A service call was scheduled for

7/15/14; upon inspection the technician found parts were needed for repairs.

Once parts became available Mrs. [redacted] was scheduled to install on 7/22/14.

The technician replaced the fan motor and unit tested ok however; on 7/23/14

Mrs. [redacted] contacted us stating the unit is still not working properly

therefore, a new service order was created and Mrs. [redacted] was re-scheduled

for 7/24/14. On 7/24/14, the technician

found the capacitor blew out; the technician was able to obtain parts locally

and replaced the capacitor, unit tested ok. On 7/28/14, Mrs. [redacted] contacted

us again stating the unit was not cooling and is noisy. A service call was

scheduled for 7/31/14; upon inspection the technician found parts needed to be

ordered for repairs. The parts were scheduled to arrive on 8/8/14; however they

have not been received as of 8/11/14.

Mrs. [redacted] has been contacted regarding her

concerns and Conn’s has agreed to exchange her air conditioner for a new one. Mrs. [redacted] is aware she will need to

visit her local Conn’s to select a new air conditioner and set-up

delivery. We sincerely apologize to Mrs.

[redacted] for the experience and any inconvenienced that has been caused as a

result of the delay.

If we may

be of further assistance, Mrs. [redacted] may

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

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 went to Conn's on Saturday Aug. 16,2014 and I was told that they had two in stock but we could not get one because the resolution department had not called the store to verify that they were going to replace it. So today Monday Aug. 18th I returned to the store and the manager [redacted] said the two they had in stock were broken they were returns, so we they told me to call the resolution department again!! So in all it is not resolved yet.

Business

Response:

Mrs. [redacted] has contacted us since our last

response and stated when she went to the store the two air conditioners shown

were actually not in stock and we no longer offered a that would meet her

needs. Conn’s agreed to honor Mrs.

[redacted] request for a check refund under the terms and conditions of the

repair service agreement since a replacement was not available. Our

records show Mrs. [redacted] refund check of $843.28 was mailed on 8/22/14 to

the address on file.

If we may

be of further assistance, Mrs. [redacted] may

contact Customer Service at [redacted]

Kind regards,

Review: Please be advised this company violated the fair debt collection act at the time they were collecting on this account in 2010/2011. I had to file a complaint with their corporate office and Revdex.com. The agreement was to zero the account out as paid in full and report as a charge off! This has caused additional stress to me and my wife. I've contacted Conn’s by fax, email, and phone. The customer service agents seem to avoid my concern when calling. They will just transfer me all around the world. I want this charge off removed from my credit reports in the amount of 7902.00.

Account number# [redacted].Desired Settlement: I am requesting a written letter stating Conn's will remove all their reported accounts from all three credit reports. If Conn’s do not remove this inaccurate charge off from all three credit reports. I will file a complaint with the Federal Trade Commission and Texas State Attorney General. Also, participate in a class action law by testifying under oath about how your company violated the Fair Debt Collection Act back in 2010/2011. please explain why your company is still report as of 2013?

Business

Response:

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

concerns regarding credit reporting. Mr. [redacted] would like to know why there are

accounts reporting as charged off on his credit

reports.

Mr. [redacted] stated he had accounts with us in 2010/2011

that he agreed to a payoff settlement. He also agreed that the account would be

reported to the credit bureaus as paid in full and charged

off.

Mr. [redacted] agreed to the settlement and agreed to have

the accounts reported as charged off. Please note

we are obligated to report factual information to the credit

bureaus.

The information provided to the credit bureaus

remains on file with the agencies for 7-10 years.

If Mr. [redacted] believes this information has been reported

in error, we ask that he provide a copy of his credit reports for further

investigation.

He can fax the reports to ###-###-#### for further review.

Review: I purchased a laptop computer from Conn's appx 21 months ago on store credit for the sole purpose of boosting my credit score. The salesman at the store knew that this was the only reason I was financing the computer and he assured me several times that Conn's corporation would report good or bad on a monthly basis. I made on time monthly payments toward this computer for 17 months with never a late payment and during that 17th month I requested a report from the credit bureau and at that time I discovered that Conn's had not made one report, good or bad, during that entire time. I proceeded to a store front to speak to someone about this and was directed to call customer service which I did immediately. I spoke with a customer service rep and explained my issue, at this time she informed me that the social security number that they had on file was not correct and she would escalate my issue and I would receive a from a manager within 72 hours. No calls ever came so I called back and was told there was no record of my call. This same call by me to Conn's would take place 5 times over the course of a month and no results would come except I decided to not make the last $25.00 payment and stop giving them my correct ssn. At this time I started getting collection calls up to 8 times a day (I'm still getting them that frequently) demanding payment or else.

After I spoke to well over 10 people over the course of 2 months and my issue was blown off by Conn's I decided to tell them that since they couldn't affect mt credit or even try to help my issue that I would not ever make the last payment I decided to not speak to anyone who calls.

I received a letter last month from the credit bureau saying that Conn's corporation is now reporting a bad payment status on my correct SSN and my credit score is dropping now!

They never once reported a good status and refused to help me with this issue but the minute I missed ONE payment they managed to find my correct SSN and report bad on it.

This is absolutely unacceptable and they need to be stoppedDesired Settlement: I want 17 good reports send to the credit bureaus and the negative one removed, at that time I will make my last payment

Business

Response:

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

stated we are not reporting the account correctly to the credit bureaus and she

would like the information corrected and any negative marks removed.

According to our records Mrs. [redacted] signed an 18-month

retail installment contract on December 13, 2012.

We have verified the social security number on the

credit application belongs to Mrs. [redacted]. We have also

reviewed the information we have reported to the three major credit bureaus.

Experian and Equifax have confirmed the information we have reported is

accurate. Transunion stated Mrs. [redacted] would need to contact their customer

relations department at 800-916-8800 to verify the information on

file with them directly.

We are obligated to report factual information to the

credit bureaus; therefore we are unable to remove any negative credit marks

earned by Mrs. [redacted].

As of September 17, 2014, the payoff balance on the account is

$55.86. Mrs. [redacted] would need to pay this balance in order to avoid assessing any

further negative credit marks. Please note, the payoff balance is updated

daily. If Mrs. [redacted] would like to pay the account balance in full, we ask she

contact us the day she plans to submit the payment for an up-to-date payoff

quote.

If Mrs. [redacted] still believes we are reporting the account

in error she may fax us a copy of all three credit reports to 877-404-2431 for further

review.

Business

Response:

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

regarding account #[redacted].

Thank you for the opportunity to respond Mrs. [redacted] concerns regarding account #[redacted]. Mrs. [redacted] stated we are not reporting the account correctly to the credit bureaus and she

would like the information corrected and any negative marks removed.

According

to our records Mrs. [redacted] signed an 18-month retail installment contract on December 13, 2012.

We have verified the social security number on the

credit application belongs to Mrs. [redacted] We have also reviewed the information we have

reported to the three major credit bureaus. Experian and Equifax have confirmed

the information we have reported is accurate.

Again, Transunion stated Mrs. [redacted] would need to contact their

customer relations department at

[redacted] to verify the

information on file with them directly.

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 have contacted them and they verify my problem with Conns. Thank you

Review: I purchased a dryer on [redacted]. At that time, I purchased the 24 month extended warranty for $[redacted] + tax. Before receiving the dryer, I personally spoke with [redacted], the store manager, who had me sign a Conns Request to Remove Warranty/Insurance form. [redacted] retained the fax confirmation and other pertinent forms.He faxed the form to their corporate office that day, [redacted]. The charges for the warranty remained on the balance due each month. Two subsequent requests to remove the warranty have been sent, each time I have personally visited this store to ask them to remove the warranty. [redacted] faxed the request for removal form again on [redacted] and again on [redacted]. I have spoken with the Conns Customer Service department staff twice by phone, at [redacted]. On [redacted], I spoke with [redacted] who asked me to return to the store and ask them to fax the request for removal. I waited for them to hand me the fax confirmation where they faxed the form to [redacted]. And on [redacted], I spoke with [redacted] from Customer Service, she also asked me to go to the store and request the form be faxed to them at [redacted]. I again waited for them to fax it to this new phone/fax number that [redacted] instructed me to use.To-date, the warranty remains on my account and I am being billed for a warranty service that I do not want and have not wanted from the day I purchased the dryer. I wish for the Houston Revdex.com to assist me with the removal of the warranty.Conns Account Number: [redacted]Invoice Number: [redacted], Desired Settlement: Remove all charges for 24 Month Extended Warranty on the dryer I purchased from Conn's on [redacted].

Business

Response:

Thank

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

show on[redacted],

[redacted] purchased a GE gas dryer with a 24-month Repair Service Agreement

which he elected to pick up from our local [redacted] warehouse. Prior

to [redacted] picking up and completing his purchase he cancelled the original

dryer selected and chose a different model. [redacted] elected a High

efficiency gas dryer with a 24-month Repair Service Agreement.

After

researching [redacted]’s complaint we found the warranty that he purchased was

cancelled; however we found there was an error with his invoice and the credit

was not applied to his account. As of [redacted],

this error has since been corrected and a credit of $[redacted] has been processed

to [redacted]’s account. We ask [redacted] allow 5-7 business days for the

credit to post to his account. We sincerely apologize to [redacted] for any

inconvenience that has been caused as a result of delay.

If

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

As stated in [redacted]' response, it will be 5-7 business days for the $[redacted] credit to post ([redacted]). If indeed the credit is posted, I am satisfied with the correction to my account. I wish to clarify her misrepresentation of the facts that I "cancelled the original dryer selected and chose a different model". When I made my purchase on [redacted], I stood in front of the dryer I selected and showed the store salesman the exact dryer I wanted. When he completed the paperwork on the transaction, he wrote down the wrong model #. I had to return to the Store and explain this error to [redacted], who identified himself as the store director. It was at this time that I informed him of my wish to cancel the extended warranty. I have made a # of purchases from this particular store and it has been a common practice for them to error in their accounting department. I chose to do business with them due to proxemics to my residence, brand of appliances I prefer and pricing. I may seek to spend my money else where based on there poor response to my personal requests/efforts to remedy this matter. I will certainly contact you if at the end of the 7 business days the credit is not posted.

Thank You for your assistance.

Review: On [redacted] I visited a Conns location in [redacted] to payoff the amount owed on my account, went into the store asked for the payoff amount and proceeded to pay this amount. The amount in question is $175.71 after this amount was paid in full I received a receipt stating that in fact it was paid in full. now more than a month later conns is telling me that the payoff that I paid has a balance of $20.00 dollars( roughly ). I am upset by this because I cant help but wonder how many more consumers fall victim to this out right scam,. I have already submitted a copy of my receipt to conns corporate office and they responded by politely telling me they were going to charge me the money anyway. I have copies of all of the documentation including , but not limited to the original receipt .Desired Settlement: It is my desire that the company zero out this account due to the fact I have documentation stating that the item was paid off. the account number for this transaction is [redacted] account should show a zero balance, as it was paid off!

Business

Response:

Thank you for

the opportunity to respond to Mr. [redacted]’s concerns regarding account

#[redacted]. Mr. [redacted] stated he paid off

his account, but it is still showing a $20.00 balance.

According to our

records, Mr. [redacted] signed an 18-month retail installment contract on [redacted] Mr. [redacted] submitted a payment in

the amount of $175.71 which was the subtotal balance on the account. He did not take into consideration the

interest or finance charges. On October

5, 2014 there was an additional payment submitted in the amount of $20.20 which

brought the account to a zero balance.

Mr. [redacted] will

receive a close out letter for his records within 30 days of the account

closing. We have attached a copy of Mr. [redacted]'s loan ledger to show the account is at a zero balance.

We value Mr. [redacted]

as a customer and appreciate him bringing this matter to our attention.

Thank you,

Credit Helpdesk

Specialist

Review: I received a coupon from Conns but forgot to bring the day I made the sale. My sales person told me to contact customer service to get the ticket adjusted. Customer service directed me back to the store who was unable to help. The store manager [redacted] could not help because the coupon was not in my name, but the coupon states or current resident. [redacted] sent me back to customer service where I am now being told the coupon cannot be honored becuase the coupon cannot be used on a sale item. I advised that there was an item on my purchase that was not on sale. Customer service is now telling me the sofa would have had to be on a seperate ticket. I tried to speak to management but I am getting no where.Desired Settlement: I would like the 15% off of the sofa I purchased for 1,299. I have spent hours trying to reslove this and now it is the point that up until I purchase from Conn's I would receive at least 1 call per day trying to get me in the store. Now that the sale is complete I cannot get any assistance with this matter. I think if management seen this issue it would be addressed and resolved rather than losing a customer over less than 200. WOW

Business

Response:

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

We received Mr. [redacted] complaint and found he went into Conn’s located in [redacted] after receiving a promotional offer for 15% off any single item $599

and up. After further review and research, we show Mr. [redacted]’s account was approved

and setup on a Conn’s special 12-month cash option offer. As listed on the

promotional offer Mr. [redacted] received; Discount offer may not be combined with

other promotional or clearance offers.

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

receive 15% off the sofa; Mr. [redacted] is only able to utilize one promotional

offer for his purchase.

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

at ###-###-####.

Consumer

Response:

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

It is unfortunate that I have spent hours trying to resolve this and each and everytime a new excuse is brought up. I have already tried calling the store directly, customer service and tried to speak to management, beign the reason the Revdex.com was contacted. Such a small dollar amount to make the customer happy, instead a large corporation would rather waste man hours instead of fixing the problem. This will be my one and only purchase, be assured not one referral will ever be sent there. Thank you Revdex.com for trying to assist

Regards,

Review: Conns failed to send refund payment and have been getting different information by customer services. I returned a product that had warranty and unfortunately they no longer carry this item so they where going to mail me a check for what I paid. I submitted the refund request on 8/19/14 and called customer service multiple times at which they would indicate that the check had been mailed.Desired Settlement: 479.58

Business

Response:

Thank you for

the opportunity to respond to Mrs. [redacted] concerns regarding account

#[redacted]. Mrs. [redacted] stated she

has not received her refund check from Conn’s.

According to

our records, Mrs. [redacted] was issued a refund check in the amount of $479.58

on August 27, 2014. On September 19,

2014 Mrs. [redacted] called in to update her address.

The refund

check was sent to the incorrect address.

We have confirmed the refund check has not been cashed and has been

returned to us.

We have

updated Mrs. [redacted] address in the system and the check will go out in the

mail today, October 31, 2014. Please

allow 7-10 business days to receive the check.

We ask that

Mrs. [redacted] contact us in the event she does not receive the check within

7-10 business days so we may track its location.

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

attention. Thank you,[redacted]

Business

Response:

Thank you again for the opportunity to respond to Mrs. [redacted] concerns regarding her refund.The refund check was returned to us a second time due to an incorrect address. We have confirmed the refund check has not been cashed and will attempt to send it out again.We have attempted to contact Mrs. [redacted] to obtain the correct address but have been unsuccessful in our attempts. The check will go out in the mail today, December 5, 2014. Please allow 7-10 business days to receive the check.We ask that Mrs. [redacted] contact us in the event she does not receive the check within 7-10 business days so we may track the location of the check again. We value Mrs. [redacted] as a customer and appreciate her bringing this matter to our attention. Thank you, [redacted]

Consumer

Response:

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

Please forward my mailing and contact information:[redacted]

Review: I purchased a refrigerator from Conn's on [redacted]. About a month or 2 after the refrigerator broke down and stopped making ice. I called Conn's at their support number [redacted] after arguing with the representative finally they sent someone to fix it. On [redacted] when my [redacted] got home from work around 4pm he called me at work and said the kitchen was full of water because the refrigerator went out. I called Conn's again spoke to [redacted] who said they were not able to send nobody until [redacted]. I told her I needed someone to come out before because I had food in there. She told me to put my food in a refrigerator of a family member. After I refused she said she will have someone call me within 24hrs. On [redacted] since no one had called I called back around 5pm or 6pm. After they hung up on me 7 times finally a man named [redacted] talked to me. He said he wasn't able to do anything because the tech department was now closed and he suggested for me to call back [redacted] at 8am to speak with someone else. I refused and asked to speak with a manager. [redacted] did not allow me to do so by stating there were no managers available. Finally he placed me on a very long hold so I disconnected the call. That same night I went to the store where the refrigerator was purchased and spoke to a manager named [redacted] who was very nice, he put in a request for exchange and said he would have an answer [redacted] and call me back. On [redacted] since he did not call me I called the store and he did not work so I talked to another manager [redacted] said the order was placed but they had not received a response. [redacted] provided me the phone number to what he called the corp of Conn's [redacted]. I called spoke to [redacted] who said she had to transfer me to the Tech Department to see if someone can come out. I spoke with [redacted] who went thru the notes on the file and speaking very sarcastic said someone by the name of [redacted] has been trying to find someone to come out and fix the refrigerator but for some weird reason they had no one in [redacted]. He suggested for me to wait until [redacted] for a call back to see when someone can come out. I again requested to speak to a manager he didn't want to transfer me until I asked again. He finally said please stand by for a manager. I was then transferred to a voice mail for [redacted]. I called the Conn's store and again spoke to [redacted] who said he was not able to do anything and I had to wait for someone to get in contact with me. I have 5 people in my household and can't afford my refrigerator to go out and not get it fixed. Most of my food has already gone bad. I need help with this company. Either to give the refrigerator back and not have to pay anything to them or an exchange as soon as possible. I was told this was a new refrigerator and to have it go out within 5 months of purchasing it it's not right!!! Another thing is I honestly don't want to deal with this type of customer service. They are so unprofessional!!! I work for a call center and this type of actions are completely wrong!!Desired Settlement: I want an exchange or for them to take it back but clear my credit report for this debt. I honestly do not want to deal with their employees.

Business

Response:

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

[redacted]’s

complaint. Our records show on [redacted] purchased a [redacted]

Side-by-Side refrigerator with a 48-month Repair Service Agreement Plan.

After further review of [redacted].

[redacted]’s service history, we show she contacted our service department on two

separate occasions regarding repairs on her refrigerator. On [redacted].

[redacted]’s called for service stating the refrigerator was not dispensing ice. A

service appointment was originally scheduled on [redacted] however; [redacted]

rescheduled her appointment for [redacted]. The technician replaced the icemaker

and tested the unit, unit tested ok. On [redacted] called for service

stating the refrigerator was not cooling. A service appointment was originally

scheduled on [redacted] however; [redacted] requested the technician to come to

her residence after 3pm but the technician was unable to commit to the time frame

therefore, [redacted]’s appointment was re-scheduled for [redacted]. During

inspection, the technician found [redacted]’s refrigerator was on demo mode

and reset the unit back to manufacture specifications.

At this time [redacted]’s

refrigerator does not meet the qualification for exchange/return. Although the

Repair Service Agreement only covers the cost of food for functional failures,

as a gesture of goodwill we will submit a concession for $[redacted] which is the

maximum given for a food lost claim; please allow 7-10 business days to

receive. We sincerely apologize for any inconvenience [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: I purchased a [redacted] from Conn's in [redacted] and it is stool under the Manufacturers warranty, the [redacted] part had broke and was reported in March of 2015. The repair service company that they used came out on the scheduled dated but at the wrong time! I notified the repair company and they stated that they could only reschedule because the rep was already on another work ticket. I was not available on their next date which was April 2. Upon returning to town that following Monday I have left several messages with a live rep and lately on the repair services voicemail and I have yet received a call for this reschedule appointment. I also contacted Conn's customer service to see if they used another repair company and I was informed they didn't.

Business

Response:

Thank you for the opportunity to respond to [redacted]

complaint. Our records show on 9/29/14, [redacted] purchased the [redacted] set which consisted of three pieces (left sofa, left corner sofa and

sectional daybed) which all came with a 1-year limited manufacturer’s warranty.

[redacted] furniture was delivered and received in good order on 930/14.

We reviewed [redacted] complaint and found she contacted

our service department on 3/14/15 stating the cushions were sinking in on all

three furniture pieces. [redacted] service appointment was scheduled on

3/25/15 however; the serviceman notated the service order was cancelled after

several failed attempts to contact [redacted] to confirm the time of her

appointment. Our records show a new service order was created on 4/3/15

regarding the same issue with all three pieces. We verified with the serviceman

that [redacted] repairs were completed up to the manufacturer’s

specifications on 4/27/15; the serviceman added [redacted] to all seat cushions

as needed and repaired the broken frame on the daybed.

We sincerely apologize for any inconvenience [redacted]

experienced during this process.

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

customer service at [redacted].

Kind

regards,

Review: We purchased our furniture through Conn's , We had just purchased our new home and wanted to get it furnished Conn;s seemed great and we chose to go through them. We purchased a sectional living room set , we p[urchased a 60" [redacted] TV with surround system, and we also purchased a formal dinning table that seats 8 people the end of [redacted]. We purchased everything the same day but got everything delivered at different times, the store manager had to waive our delivery charges because they kepy giving us the run around dates for our furniture. Ever since the first delivery was done we have had bad experience, the sectional was delivered first and we were told they would contact us to deliver the items no one called, they delivered the furniture and my [redacted] was there. She was told to sign for it without telling to inspect it before signing. I called the store and complained about that. 3 days later we got our 60" TV, we were told they would instal it and make sure it worked and everthing was good to go. Once again they just dropped it off and left. The dinning table was not delivered until [redacted] because they said that they were missing the table legs, so finally after almost 2 months we finally got all our house furnished. We noticed that the dinning chairs were not leveled, we were told to give it time, that they were new. The begining of [redacted] we noticed that the reclyner was not leveled once you put it back to its normal place. Both side are lopsided and it does not look nice. We called the service Center and we opened up a ticket in [redacted] for the damaged reclyners and the dinning chairs not being leveled. A technician that Conn's sent over came to our house walked in looked at the sofas looked at the chiars said " yep this needs repairs we will contact you in a week and we'll be back" thats the last we heard from him. This pewrson was in my house no more than 3 minutes and walked out, seemed he was in a hurry.

My [redacted] called Conn's service center 2 weeks after having the tech in our house and we were told by Conn's that the work ticket was closed and that the furniture was fixed. We told them No we need this taken care of, We paid for the extended warranty service and want our furniture fixed or replaced if they cannot fix it. We were told we needed to open another work ticket. We have opened if we are not mistaken more that 5 tickets to get our furniture fixed and we dont even get a call when were are having someone coming over to look at the furniture. on 23 of [redacted] we were told that a technician was to come by that friday from 12-4. My [redacted] is off that day and he stayed home ALL day waiting for this person to come by and NOTHING!! no one came, I called the next day and spoke to [redacted] he said that the tech was at my house arounf 5:30-6:00 pm and we said why we were told he would be from12-4 not from 4-6pm. We have been getting the run arounds trying to get our furniture fixed, we paid for the service and just to get run arounds is not great customer service. We have met our side of the deal, we make our payments when they are due, why cant we get the same response from Conn's to get pour furniture fixed in a timely manner. The only way we are going to get the attention of someone at Conn's or for someone to contact us is by not making a payment, as soon as you miss a payment they will harass you until the payment is done.

We were also were to have someone come by on [redacted] day [redacted] between 4-6pm . My [redacted] and I did not make plans to go out just so we didn't miss this opportunity for some one to come by, but no one did and we sat at home waiting. Today a lady called me and told me to make the payment, and I was upset and furious regarding this situation that we have been through with this company. No concern with the customer satisfaction nothing, the only thing they want is their money thats it. I told her that I was extereamly disappointed and not happy with their product and I was mad and said I will packed the furniture up and take it to your store. I am done playing your company games. And instead of of saying something or apologetic, she said we can have one of our trucks come by and get the furniture form your house. It will be a voluntary repossession and you will be liable for the remaining balance to the furniture. Really not even willing to help with the situation just wants to come by and take the furniture, nor care to see if we could work anything out to replace the furniture or just to keep my business and keep a customer happy!! Very disatisfied with the customer service.Desired Settlement: We were wiling to try to get the furniture fixed if not repalced, but with there customer service and the poor handling of my situation, they just want to come get their furniture. Thats fine!! come get there items. I dont want this to reflect my credit because I have met my side of the deal Conn;s has NOT. Very disatisfied customer that will never shop at this store AGAIN!!!!

Business

Response:

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

complaint. Our records show [redacted] made three separate purchases

on [redacted]. On invoice [redacted]

purchased a ** 60” TV with a (25-Repair Service Agreement w/Accidental Damage)

and a free ** soundbar with her qualifying purchase; delivery was completed on [redacted]. On invoice [redacted] purchased a [redacted]

dinette set which consisted of ten pieces (table top, table leg, (6) side

chairs, and (2) arm chairs) with a limited 1-year manufacturer warranty on all

ten pieces and a free [redacted] 32” TV with her qualifying purchase; due to the [redacted]

dinette set being on back order [redacted]’s delivery was completed on [redacted]. On invoice [redacted] purchased a Franklin

Dakota which consisted of three pieces (sofa, loveseat, and wedge) with a

48-month Furnituregard Plan on all three pieces, a [redacted] cable smart TV

bundle, and a free [redacted] 32” TV with her qualifying purchase; [redacted]’s

delivery for those items was completed on [redacted].

We researched [redacted]’s complaint and found she contacted

our service department on three separate occasions regarding her sofa and

loveseat dated from [redacted] to[redacted]; however one out of the

three service calls were cancelled due to [redacted] not being available and

one service call regarding one of her side chairs on [redacted]’s last service call was placed on [redacted] she contacted us; stating her sofa and loveseat were not

closing completely and a piece of the units were hanging down, and one of the

side chairs leg was wobble and loose. A service call was scheduled for [redacted], however [redacted] was not available and her service

appointment was rescheduled for [redacted] again [redacted].

[redacted] was not available; therefore service could not be completed. We

attempted to contact [redacted] on multiple occasions dated from [redacted], and [redacted] to schedule an

appointment for service, but we were unsuccessful in our attempts. As of [redacted] has a service appointment scheduled for [redacted].

At this time [redacted]’s furniture does not meet the

qualifications for an exchange under the Terms and Conditions of the

manufacturer warranty or the Terms and Conditions of the Furnituregard.

Therefore, we are unable to honor her request to return/exchange her sofa,

loveseat, and chair.

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

Customer Service Department 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 made myself available on all ocasions to have a service technician to come to my house and fix mu items!! Either we get the wrong information to when they were to come by we get told a certain hour, we wait and no one comes by. No phone calls to update us if they will be late or lost anything, we get nothing we wait and wait until the hours are UP THAN WE LEAVE. There has been more the three ocasions to where I have called the service department and they do nothing to resolve the furniture. Yes we have a set time schedulked for [redacted], but like I told the lady scheduling the appointment that we need [redacted] any time or any day after 4pm. No one is at home before 4:00pm. Her response was we dont know until that day but if your not available just reschedule. I work my [redacted] works and my kids are in school. Than when we schedule it on [redacted] the techs NEVER SHOW UP!!!. This has been an on going situation whith this company they dont care about the satisfaction of their clients. And they are not willing to work with you, Its their way or no other way. How would they know if my furniture does not meet the requirements to be exchanged or returned if they have not sent anyone to fix my furniture. The reclyners do not close all the way and they look droopy, very discusting for the amount that we paiud for them. Mow if was more than a year ago I understand it would be the normal wear and tear of things being used! But we just got them in [redacted] so by [redacted] they shouldnt look this bad... the chairs where they are 5 of them are not even they rock they are not stable, I dont know why they say its only one chair when there is 5 chairs that are whobbly. In [redacted] we reached out to Conn's to get this fixed we are in [redacted] and no resolution. Either fix/exchange the items or take them back...

Business

Response:

Thank

you for the opportunity to respond to [redacted]’s additional comments. Our

records show [redacted] contacted our service department on three separate

occasions for service on sofa and loveseat and once regarding her side chairs

however; one service appointment for the sofa and loveseat was cancelled due to

[redacted] was not home during the service appointment.

We

apologize for the miscommunication regarding the number of chairs [redacted]

called for service; we show four chairs were reported to service stating the

legs were wobbly and loose. [redacted] is currently scheduled to have a

technician assess her sofa, loveseat and four chairs on [redacted] as requested.

Once the serviceman inspects all merchandise, we can determine if parts are

needed to complete repairs if covered under the Terms and Conditions or if an

exchange is required. However; at this time [redacted]’s sofa, loveseat and

chairs does not meet the qualifications for an exchange, we will continue with

any necessary repairs.

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. This is in regards to my case # [redacted]Conns again has screwed up my service scheduled for today [redacted], Once again I was left waiting for someone to call and come fix my messed up furniture!!!! The lady at the service department that called me last week told me they would have someone come out and fix my furniture on [redacted] and that the technicians would call me to set a time. We have waited all day for this tech to come to my house its 3:35 pm my time and NO ONE has called so I called Conns service department and spoke to [redacted]. He said he sees that on his side and he would call to see what the holdup is, he came back on the phone and said he spoke to [redacted] at the Headquarters and that they messed up the service is not until [redacted]. That they don’t know why they keep messing up with my service dates….. Really AGAIN waiting at home for no one to show up!!! Please just have Conns come by and pick up their furniture I am done with this incompetent furniture store… I have been sitting at home waiting for the service tech to come by because I was told Monday [redacted] 9th and this the wrong date AGAIN… Waste of day just waiting for nothing…Please I am done being nice I want nothing to do with this store and their piece of crap furniture they sell…..

Regards,

Business

Response:

Our records show [redacted] service

appointment was rescheduled from [redacted] to [redacted] due to unforeseen circumstances. Upon inspection on [redacted] and the serviceman

report indicates the outside back material was caught in the mechanism causing

a tear. Therefore, a part request was submitted to the manufacture for a new

mechanism and outside back cover.

We attempted to contact [redacted] to discuss

her concerns. However, we were unable to

reach her at that time. As a goodwill

gesture Conn’s has agreed to exchange the sofa that is currently available. [redacted] will need to contact her

nearest Conn’s location to schedule delivery.

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 am not satisfied with the resolution, when we requested for a tech to come to my house to look at the furniture, we requested for them to come when an adult was present. There was no adult present there was only teenage girls in the home at the time. They did not know the extend of the severity and the comcren we had regarding the furniture. Second why would I want the same furniture to be just swaped out I want something different, I DO NOT want to go through this situation AGAIN!! Exchange it for something elsethat WORKS!!! I do not want the same sofa or love seat it will do the same thing it did before. Exchange it for something different or take it back. The dinning table and chairs have not been brought up at all and there are issues with this product as well. I will take picture or video and will attached it this email once I have them so you could see the crap we got and what they want us to work with...The last severeal respoinses from the company said there was no issue eith the furniture and that it did not meet for an exchange, but finally someone came by and said there is an issue and now they want to exchange the furniture.. I kept saying there was something wrong with the furniture. You see that there is something wrong....I don't accept the companies offer and dont want to replace the furniture I want something different...Thank you,[redacted]

Business

Response:

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

[redacted]’s additional comments. [redacted] was contacted and made aware that

her service appointment was re-scheduled for [redacted] between 1:30–3:30 pm. It

is [redacted]’s responsibility to have an adult present at the time of the

schedule service appointment. During the service appointment, the serviceman

notated that all chairs that was reported damaged were repaired and the sofa

was up to manufacturer’s specification; however the loveseat needed to be

exchanged.

Since [redacted]’s last dispute received on

[redacted]; we submitted her concerns to upper management for further review. As a

gesture of goodwill, Conn’s has agreed to the following terms:

Review: On March 6, 2015 , I contact the Revdex.com to help me resolve an issue with Conn's regarding a refund. Complaint ID # 10517043. Because of the helpful assistance of the Revdex.com, Conn's responded on 3/24/15 and stated that my account would be closed and I would not owe any further charges. This was satisfactory and I responded that I accepted the resolution. The collection calls continued for about 2 weeks and then stopped around the end of March.

However, now I am being harassed by Conn's again. On May 18, 2015, I receive a letter in the mail stating that they have been trying to reach me and I should call about my overdue bill to Conn’s. I call immediately and speak with a manager named [redacted]. She informed that I now owe them $469.27 for four (4) insurance products, and I need to make an immediate payment of $168.85 to bring the account current. This was my first time hearing about insurance charges that I owed. I explained to [redacted] what happened to the recliner, and then more importantly I explained that I cancelled the insurance. On Feb. 10, 2015, a Conn's representative explains to me that I have these insurance products on the credit account and she explains what I need to do to have them removed since I had returned the chair to the store on 2/7/2015. I faxed and emailed a request to Conn's Insurance Dept. requesting that they remove the unemployment insurance, accident and health insurance and credit life insurance from my account. In my request I indicated that I no longer had possession of the recliner. The following day I faxed a copy of the declaration page of my homeowner's insurance with a request to cancel the last remaining product. After hearing this, [redacted] informed that she is going to research my account and get back with me in 48 hours. I have not heard from them. I contacted them again today, 5/20/2015 and spoke with Noel who says that I still owe them for these insurances.Desired Settlement: I would like the cost of the insurance products removed completely from my account as I requested on 2/10/15, and my account should be closed permanently with no remaining charges. Conn's also indicated in the response to my first complaint that they would send me a close-out letter but I never received that.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted]' concerns regarding her account. We are in the process of closing the account. Mrs. [redacted] will receive a close out letter within 30 days of the account closing. Thank you, [redacted]

Consumer

Response:

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 into the Mesa, AZ store with my wife because we bought a bigger house and needed to furnish two guest bedrooms and a living room. We were greeted by a very personable employee named [redacted]. She is an older woman so my wife hit it off with her immediately. [redacted], the salesperson, answered all of our questions and we were happy walking around the store with her. About 10 minutes into looking at furniture with [redacted] we were approached by a very aggressive woman who said she was the specialist in the mattress department. She tried to tell us we had to talk to her about mattresses and I told her we were sticking with the salesperson ([redacted]) we already had and liked. She had to be told this three times by my wife and I before she would go away. I worked in sales for twenty years and have never seen such unprofessional behavior on the sales floor. [redacted] apologized for her colleagues behavior and then shortly after a gentleman came up and introduce himself as the store manager [redacted]. I thought for sure we would get an apology from him for the other woman's behavior whose name is [redacted] but instead he started where she left off and acted very aggressive and unprofessional towards my wife be a she liked [redacted] so much. You will not bully my wife like you let that store manager bully employees. You've made an enemy of me Conn's. Any company that would let a manager get away with bullying older women like that doesn't deserve anyone's hard earned dollars and I'll make sure everyone knows about this incident. Took our $20,000 cash and went to one of your competitors instead.
This is a continuation of previous review. This Saturday the 9th of May 2015 my wife asked me to go to Conn's with her because she's affraid to go in by herself because [redacted] and [redacted] are allowed to bully customers and fellow employees. I didn't plan on ever stepping foot in this store again but my wife was adamant so I went. This is after I've already complained about these employees!!! She wanted to ask a salesperson by the name of [redacted] a question. This is the salesperson we really liked before who is being bullied by [redacted] the store manager and [redacted] who calls herself the specialist. I stood by the door and immediately noticed [redacted] and [redacted] glaring at me. They remembered me! [redacted] said something to two men and they made a beeline for my wife. I heard her loudly state, "No, I don't have to deal with you. I'm going to talk to [redacted]. " One of them moved in front of her to block her progress and I could see [redacted] and [redacted] laughing. My wife came back to visibly upset and I asked an employee by the front door who those gentleman were and he replied Nathan and Marcos. I then asked him if everyone is bullying her and customers because the manager wants them to and he looked embarrassed and said no. He told me the district manager knows. I smiled at [redacted] because that hateful bully was walking toward me and told him as we were walking out the door, "it's time to make some serious phone calls." It's time to get in touch with the area on aging group that fights for senior citizens being bullied, politicians, and the media. This company that fosters this kind of sick culture needs to be booted out of our community and the great state of Arizona. My wife has been sending group emails all morning about this. You picked the wrong senior citizen to bully.

Review: Refusing to have a unit shipped to the store for exchange and will only issue store credit not a refund and they do not have anything comperable

I purchased an A/C and heat unit from Conn's in [redacted] and in now 6 days ago the unit failed. I contacted Conn's and was told I would be contacted within 24 hours. No one called and when I called they stated they were looking for someone to service the unit. I contacted the manufacturer and they were also looking. I was contacted by the manufacturer and they informed me that the unit would be exchanged. They would contact Conn's and they would locate a unit and have it shipped to the store for pickup. Meanwhile it was 90 degrees in my home for 3 days and I and my husband both had to take days off from work to contact Conn's and the manufacturer. Conn's corporate office called and stated that we needed to return the unit to the store and they would exchange it and if they did not have it in stock that it would be ordered. We explained that we were told that would make sure the store had the unit and again we were told to contact the store. I contacted the store and the unit is not available and they said they did not have the authority to order the unit, that would have to be done by the corporate office. When I contacted the corporate office they said they did not have any units locally and would not ship any to the store but would issue a store credit. I explained that I did not want the store credit. I wanted the unit. They continued to tell me that they would not ship units for liability reasons however if you go to the website you can order a/c units on line and have them shipped to your home. Six days later I am still no closer to a resolution. I have been on the phone with numerous people. I do not want to exchange the unit for something that is not comperable to what I have. I have the largest unit available and they do not have anything close and refuse to ship another unit from their Dallas warehouse and refuse to issue a refund.Desired Settlement: I really just want a refund so that I can go to a store and purchase the unit that I have.

Consumer

Response:

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

Regards,

Review: was told I was behind on my payments I have fax conn's proof of payments was told the payments went to another account (belonging to the mother of my children)was told that they (conn's) it was going to take about three days it has been monthsss.can't seem to get anyone to correct the issue.Desired Settlement: would like my account to be corrected and all fees, late & any fees that have been attached to my account because of this be removed

Business

Response:

Review: I purchased a couch, loveseat, recliner, dinning table & 6 chairs late November of 2013 from store #**, Conn's in Arlington, TX. Because of home repairs, we did not take delivery until late December. Upon delivery, we immediately noticed a flaw in the recliner & reported it to Conn's Svc at once. We also purchased the additional warranty at that time as we thought that if we were already having problems, it might be a wise thing to do for the future. No one contacted us, no warranty mailed to us, so I went in to talk to the store manager & he agreed with me & reassured me that he would help. Again, I heard nothing, so I called Conn's Svc again & they finally sent out a repairman to review the problem. By then, another problem had happened. A deep indention had appeared on the same arm as the loose thread. When the repairman came, he said he must first try to fix the problem but after he had finished, the loose thread was now a really BAD ravel and he told us the reason for the indention was because the base underneath the arm was made of "cardboard" and would most likely happen again. He said it was unfixable and that he would have to report that it needed a complete side replacement. A week passed and I received a call from the warranty dept. stating that this was not covered and would not be repaired. I called the store manager again to plea for his help again and he said he would help, but never even gave me the courtesy of a call. So I decided to go into the store again to talk to him and he was quite adamant about stating that he had no intention of making this right and that it was just my loss! I said that I would return the furniture to him and he rudely exclaimed that if I did so, he would just give it to whomever and it would still be my responsibility! I have been a faithful customer, having paid in full several accounts and this is the way they reward their loyal customers???Desired Settlement: I paid nearly $800.00 for just the recliner alone. I find it extremely difficult to believe that Conn's Customer Service treats their good paying customers like this. This chair is not even two months old and it looks like something that I would have purchased in a garage sale. There is suppose to have been a manufacture's one year warranty, but apparently it also is not worth anything. I want to return this as it is apparent that Conn's has no intention of making this right!

Business

Response:

Thank

you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on 11/23/13, Mr. [redacted] purchased a Corinthan Ulyses furniture set which consist of 3 pieces(sofa,

loveseat, recliner), and a Steve Silver dining room set which consist of a

table and 6 chairs; both with a limited 1-year manufacturer’s warranty. On

1/18/14, Mr. [redacted] contacted us stating the threading was coming loose on

the left arm of the recliner. We advised Mr. [redacted] that this issue was

not be covered by the manufacturer’s warranty. Our records show the same day

the service call was placed 1/18/14, Mr. [redacted] added Conn’s 48-months

Repair Service Agreement Plan to all the merchandise purchased. Unbeknown, a

service call was scheduled for 2/22/14; upon inspection the technician found

threading coming out and the right arm was sinking in. Mr. [redacted] was

reminded that this issue was not covered by the manufacturer’s warranty or the

Repair Service Agreement Plan that was later added due to; as listed on the

Terms and Conditions under “What is not Covered” section (t): pre-existing

conditions are not covered. Mr. [redacted] has been contacted regarding his

concerns and he stated that he noticed the damage immediately, although we have

been unable to confirm at this time, Conn’s is willing to exchange his recliner

as a goodwill gesture.

If we may be of further

assistance, please contact Customer

Service at [redacted]

Kind regards,

Customer Relations

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Conn's did the right thing and did replace the chair. I am very satisfied with that "gesture of goodwill" as they stated. Thank you for your help in this matter.

Sincerely,

Review: I have receive numerous harassing phone calls over two years from Conn's Credit collections using various phone numbers trying to reach someone else by the name of [redacted] who fraudulently used my phone number to apply for and open credit with Conn's, which he then defaulted on. Numerous explanations to Conn's Credit collections reps have yielded no success and they continue to harass me by phone every day. I have had the same phone number for over eight years and have never once shopped at Conn's. if Conn's does not cease and desist this repetitive and illegal behavior, I will pursue legal action against Conn's for damages under the Fair Debt Collection Practices Act (FDCPA), which prohibits debt collectors from using abusive, unfair, or deceptive practices to collect. I have filed written complaints with the FTC, Revdex.com, CFPB, and the Texas State Attorney General's office over this matter. Please cease and desist or else legal action for damages will be pursued against Conn's Inc.Desired Settlement: Cease and desist all harassing calls by Conn's collections reps meant for someone else.

Business

Response:

Thank you for the opportunity to respond to Mr.

[redacted]’s concerns regarding phone calls she has received regarding a

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

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

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

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

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. Conn's communication has been retained as agreement to cease and desist future wrong number calls which are unsolicited by it's credit collections staff and is illegal under the Federal Fair Debt Collection Practices Act and the Texas Debt Collection Act. Future violations will be followed by legal action.

Regards,