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Conns Appliance, Inc.

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Reviews Conns Appliance, Inc.

Conns Appliance, Inc. Reviews (916)

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: BOUGHT A SOFA SET LAST YEAR. WAS TOLD AT PURCHASE I SHOULD GET THE EXTRA WARRANTY PACKAGE THAT IT WOULD COVER ANYTHING FROM DOGS MESSING IT UP TO SAGS AND SCUFFING. DID A WARRANTY CLAIM THE GUY THAT CAME OUT SAID IT WOULD BE A CLAIM AND THAT WE WOULD GET A NEW SET.CONNS CORP CALLED SAID THAT IT WAS NOT UNDER WARRANTY DUE TO IT BEING WARE AND TAER ON THE ITEM. SO THE SALESMAN SAID ANYTHING THAT COULD HAPPEN WE WILL REPLACE, THE DRIVER THAT DID THE INSPECTION SAID WE WILL REPLACE, NOW THAT CORP.. IS CALLING ME THEY TOLD ME THAT THERE EMPLOYEES LIED TO MY FACE AND ITS NOT THERE FUALT THE PRODUCT DIDNT HOLD UP.Desired Settlement: WANT A FULL REFUND FOR PRODUCT AND WARRANTY PAYMENTS, ALSO WANT A SETTELMENT FOR BEING LIED TO, ALSO THE FACT THAT I HAD TO SET AT MY HOUSE FOR 6 HOURS WAITING ON THE DRIVER BECAUSE THEY GAVE HIM THE WRONG ADDRESS. ALSO THE FACT THAT I HAD TO GO UP TO THE STORE NUMEROUS TIMES TO GET THIS TO HEPPEN WASTING GAS, NUMEROUS PHONE CALLS TO HAVE THEM COME OUT AND TO BE LIED TO SEVEREL TIMES. SOFA SET COST 3541.54 WITH WARRANTY CLAIM SETTELMENT FOR WASTING MY TIME AND GAS 600.00

Business

Response:

Thank

you for the opportunity to respond to [redacted] complaint. According to our records on 11/**/12, [redacted] purchased a Hartwell furniture set and 48-month Furnituregard with us. [redacted] contacted us on 1/**/14, stating the

armrest cushions were sinking down. A

service call was set-up and upon inspection the serviceman found the sofa armrest has lost its structure which

is normally caused by applying pressure and using it as support when getting up

from a seated position. [redacted] was later contacted by Conn’s and advised this

is not covered by FurnitureGard. [redacted] was contacted on 2/**/14, regarding

his concerns and Conn’s has agreed to add additional padding and restructure

the armrest as a gesture of goodwill. [redacted] will be contacted by the

Furniture repairman with first available date within 2 business days.

If I may be of further assistance, [redacted] may contact me directly at [redacted]

Kind regards,

Customer Relations

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: 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: on [redacted] I purchased a bedroom group from Conn's with which came a "free" 46: LED TV. The TV blew the same day and I tried contacting my salesperson [redacted] to no avail. He promised to replace it, then he wanted to send a technician out to re repair it. I told him it made no since to repair a supposedly new set when all he had to do was replace it. I have not heard from him, store manager, district manager or anyone since last Wednesday, Now I want it all picked upDesired Settlement: I want all the furniture alone with the TV to be picked up. I no longer want to do business with this company at all.

Business

Response:

Review: Over two months ago the delivery service damaged my front door upon delivery. I have made numerous calls for reimbursement. I sent in receipts twice and was promised to be reimbursed in two weeks. That was over three weeks ago. I am sick of being ignored and blown off. Please helpDesired Settlement: Reimbursement or replacement of equal value.

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 5/1/2014 2:42:59 PM and assigned ID [redacted]

Regards,

Review: Opened my account in Oct. 2013. Purchased a Samsung tablet. First payment was due the [redacted] of November, which I paid November [redacted] Second payment due and paid the [redacted] of December. Upon checking my bank account on the [redacted] of January 2014 I discovered a CSR from Conn's had taken $138.48 from my account. I called Conn's and after giving them the information, I was told that it would be reviewed and someone would get back with me in 24 to 72 hours. This upset me. After not hearing from anyone on the [redacted] I called and was told that the "Review Board" hadn't approved the refund yet and as soon as they did, It would take two days to be processed in the Accounting Department and a CHECK would be mailed to me. By my calculations the earliest I can expect the money they STOLE from my account will be January [redacted] Something needs to be done about the Electronic Thieves at CON's, I probably paid a CSR's account. IF YOU DEAL WITH CONN'S BEWARE!!!!!!!!Desired Settlement: Can't call this a refund. It is clearly Electronic Theft. My money should have been transferred back into my account and I feel I am due an explanation as to HOW my banks routing number was used to credit someone Else's account.

Business

Response:

Review: I purchased a new washer in October of 2012 from Conn's appliances. I also purchased a service protection plan for an extra 400 dollars. My washer broke 4 weeks ago and flooded my laundry room. I called the service dept and they sent a tech out after about a week. It was supposedly fixed, but flooded my laundry room again within 24 hours. We now have water damage. This was three weeks ago. I have called 15 times to get a service tech out to fix the washer again. I want the washer replaced in fear that it will flood my laundry room again causing more water damage. IVE talked to many employees and at least 3 managers. One lady named [redacted] in the call center and a customer service manager named [redacted] that said she didn't know how to fix the problem since we lived in a rural area. I reminded her that my washer has been broken for a month and asked if she felt that was acceptable. She said she just couldn't help the fact that I lived in a rural area. CONN'S is in breach of the contract I signed to fix any problems that would occur. I paid extra for service that I cannot seem to get and the company managers have been NO help in this situation.My contact is [redacted]. It wouldn't let me input earlier.Desired Settlement: I want the washer replaced so it doesn't flood my laundry room for the 3rd time and because they won't send a tech to my area.

Business

Response:

Thank you for the opportunity to respond to [redacted]

complaint. Our records show on 10/**/12,

[redacted] purchased a Samsung washer with us and 48-month Repair Service Agreement. [redacted] contacted us on 12/**/13, stating

her washer was leaking profusely underneath.

A service call was set up for an inspection; the technician found the

drain hose needed to be replaced. The

part was ordered and replaced on 1/*/14.

[redacted] contacted us again on 1/*/14, and stated the washer was

leaking again from the bottom. The

service call was scheduled for 1/**/14, upon inspection the service provider

determined the pump now needed to be replaced.

The pump was ordered and once received it was replaced on 1/**/14. [redacted] has been contacted regarding his

concerns and we have confirmed the washer has been repaired successfully. We apologize to [redacted] for the

delay repairing their washer. Due to

this issue we are sending them a $100.00 gift card as a goodwill gesture. If [redacted] has any additional problems

with her washer she may contact me directly.

If I may

be of further assistance, [redacted] may

contact me directly at [redacted]

Kind regards,

Customer Relations

Review: I bought a ** refrig and an EXTRA filter, $49.97 at the salesman request on April 4,2015.Conn's delivered the unit on April 6' 2015. 2 employees told us at the install we did not have a water shut off so they could not hook it up. I tried to explain the shut off was under the sink where there are 2 separate shut off's. So they rescheduled for a couple days later in the week. I called our plumber and set an appointment for 2 days later. He came to the house and said we had 2 shutoff's, I said I know. After checking it out our plumber said we should chan** the under the sink filters or replace the unit so we replaced the unit. Conn's cane back with 2 new installers who told me the other installers new about the shut off's but they are lazy and don't like to install big units! So this was not the first time they pulled this. It took some time for our plumber to **t the new system, it came in about a week later, and he installed it with a new sink. After it was hooked up he told me I don't need either filter for the refrig, (1) came with the unit and I had the extra one from the store. I told the salesman Scott Adams about the filter and he said just bring it back if I don't need it. So I tried to return it to the store along with the one that came with on May 13 or 14 not sure.I explained I only wanted credit for the EXTRA filter I bought, and they could have the one that came with the unit. The store rep told me I would have to call Customer service did not say why. So I called CS and they told me it was past 30 days and they could not take it back. I explained what happened with the delay due to the new filters under the sink and the fact there installers told me I have no shut off.I like the new fridg. but have a hard time understanding why no one mentioned the 30 day return deal nobody! And now they want to screw me for 49.47 after buying a 3000.00 unit?Desired Settlement: Conn's can have both filters, all I request is the credit of $49.97 for the EXTRA filter they sold me and never mentioned the 30 day return.Thanks for your help.

Business

Response:

Thank you for the

opportunity to respond to Mr. [redacted]’s complaint. Our record show on 4/4/15,

Mr. [redacted] purchased a ** French Door refri**rator, ** water filter and a **

hook-up kit.

After further review of Mr.

[redacted]’s complaint, Conn’s has agreed to return the water filter and issue a

refund if the item is in its original packaging. Mr. [redacted] may return the

water filter to his nearest Conn’s to initiate the refund. We appreciate Mr.

[redacted] for bring this matter to our attention and we sincerely apologize for

any inconvenience he experienced during this process.

If we may be of further

assistance, Mr. [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 find that this resolution would be satisfactory to me.

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: I called Conn's accounting department to discuss my payoff of my account. The amount provided was off by over $[redacted] with a balance of $[redacted] So spoke with a live person. I purchased 2 LG Google TV's in late May 2013 one for $[redacted] and $[redacted]. The agreement was if I paid the TV's off in 12 months and on time it would be same as cash. Both TV's were $[redacted] plus 8.5% tax would be $[redacted]. I was advised that my cash agreement was voided because I made my payment on July **th and it was due on July *th. Well what she failed to see was I also made my first payment on June [redacted] which was 15 days before the due date. The cash agreement is only good if payments are made 10 days in advance. My payments thus far were made on 6/**, 7/**, 8/*, 9/**, 10/**, 11/** and 12/**. All made weeks in advance. So with this being seen my cash agreement was put back into place. As of my December payment my total payments made were $[redacted] leaving a remaining balance of $[redacted] There is a difference of $[redacted] I made an attempt to get the rep to explain the difference when I have a cash agreement. I also advised that there was insurance on my account but that was removed because I am a homeowner and have homeowners insurance and did provide Conn's with my declaration page stating this to have the insurance removed. I asked her to do the calculations and she acted as if she really did not have a clue as to what to do so she advised me to go back to the store and have them explain it and correct ant any errors. I was done at that point because if she is int he Accounting department and cannot fix it then I knew I had to take matters into my own hands.Desired Settlement: I need Conn's to correct my account so that my balance reads $[redacted] and not $[redacted]. I would need to fix this now and not later to avoid any delays. My goal is to pay this account off in a few months.I would also recommend Conn's do their part and stop conning the consumer. I reviewed my account but what about the other [redacted] or so other consumers who are not. The [redacted] of dollars can add up to alot of money because of lack of knowledge

Business

Response:

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 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: 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: got ac unit cp18g30,broke 1 week after and broke again before a year.called service department and 7-14-14 told 24 to 48 hour,and be told when they can fix it! going on 4 days no word.they treat you like there,better than you,they got your name sign!Desired Settlement: replacement with better brand ,that don't break down!

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 8/9/13,

Mrs. [redacted] purchased a Friedrich air conditioner with a 48-month Repair Service Agreement

Plan. Our records show Mrs. [redacted] had two completed service calls; the last

service call was placed on 7/14/14 stating the unit was making popping noise

and then stops working. A service call was scheduled for 7/18/14; upon

inspection the technician found parts needed to be ordered for repairs. Once

parts became available Mrs. [redacted] was scheduled on 7/25/14 for a technician to

complete repairs; technician installed the necessary parts and unit tested ok.

On 7/28/14, we contacted Mrs. [redacted] to verify if the unit was repaired; she

informed us that unit is now working. We sincerely apologize for any

inconvenience Mrs. [redacted] experienced during this time.

If we may

be of further assistance, Mrs. [redacted] may

contact Customer Service at [redacted]

Kind regards,

Customer Relations

Review: On Sunday March [redacted] 2014 I purchased a new Samsung tv (model [redacted]) from Conn's to be delivered on Tuesday March **, 2014. On Tuesday morning I got a call from the delivery team that they had received the wrong tv (they got a Samsung [redacted] and that they were going to try and find the tv I paid for. Later that day I received a call that they were unable to locate another tv, but that I could go to the store and pick a different tv. I didn't want another tv with lower specs and I told them when I originally purchased the tv that I was not interested in a floor model. Not only were they offering a tv with lower specs, but I was expected to pay the difference for it. Every option I was given was for a lower model tv that did not have the same specs as the tv I originally purchased and it was more money (which I was expected to pay). On Wednesday afternoon I called their customer service line, explained what was going on, and was told they would call me back with a resolution by Thursday. As of Saturday March ** I have not heard back from anybody at Conn's.Desired Settlement: The [redacted] tv or another Samsung TV with the same specs without any additional charges.

Business

Response:

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

3/**/14, [redacted] purchased a clearance model Samsung 65”TV. On 3/**/14, [redacted] was contacted by our delivery team and informed that the television she

selected was no longer in stock and she could reselect a different television.

Our records show on 3/**/14, [redacted] cancelled her order with Conn’s and a

refund was processed to her GE account. We attempted to contact [redacted] to

discuss her concern however; we have been unsuccessful in our attempts.

Although we are not able to honor [redacted] request to receive a different

Samsung TV for the same price as the model originally purchased, Conn’s is

willing to offer [redacted] a $200 gift card that may be used towards her

purchase.

If we may

be of further assistance, [redacted] may

contact Customer Service at [redacted]

Kind regards,

Customer Relations

Review: The new refrigerator was delivered June 1. Has not worked since despite 2 service calls.

The refrigerator was delivered June 1 to our new house. We actually moved in on June 6 at which time the refrigerator's water dispenser was not working and the refrigerated side froze everything put in it. June 9 was the first repair ticket. Service came out the next week and said it needed a part. A week later the part came in and at the end of that week a different service tech came out. He said that it didn't need the part and just needed a factory reset which he did. He stated that he was leaving the ticket open so the service would know to call and check on it in a few days so that they would know if it worked. No one called after a few days so I called and said that it wasn't working. Someone was supposed to come out, but didn't. When I called, they said a part had been ordered and was to be in July 7. I called July 7 and no part was received. I asked for a replacement at that time. A ticket was put in to request a replacement. The part was then ordered again on July 8 and is now scheduled for delivery some time next week. I requested a replacement again. We cannot buy any items needing refrigeration or they are ruined. We are living out of coolers which are not always the safest for food refrigeration and present possibility of contamination. At this point, I have told them that I need a repaired refrigerator or a new refrigerator by Friday. If not, I will be delivering the refrigerator back to them. It is not fair to ask a family of four to either eat out every meal, buy fresh items daily, or eat frozen food. All I hear from them is that I have to let them try to fix it first. I have done that with two service visits already over a month period. I have disputed this with my credit card company already.Desired Settlement: All I am asking is repair done immediately or a replacement refrigerator this week. I do not want to wait another week to two weeks for some part to arrive and a service tech to be scheduled the repair.

Business

Response:

Thank you for the opportunity to respond to Mrs[redacted] complaint. Our records show on 5/26/14,

Mr. [redacted] purchased an LG refrigerator with a 24-month Repair Service Agreement

Plan. On 6/9/14, Mr. [redacted] contacted us stating the water dispenser was not

working on the refrigerator. A service call was scheduled for 6/11/14; upon

inspection the technician found parts needed to be ordered for repair. Once

parts became available, a service appointment was scheduled for 6/19/14 to

install parts; the technician replaced the dispenser cover and the unit tested

ok. On 6/25/14, Mr. [redacted] contacted service again stating the water dispenser

is still not working and the unit is over freezing. A service call was

scheduled for 6/27/14; upon inspection the technician found additional parts

were needed to complete repair. The parts were scheduled to arrive on 7/7/14

however; there was a delay in receiving the parts therefore the unit was

submitted for an exchange. Our records show on 7/10/14, Conn’s agreed to

exchange Mr. [redacted]’s refrigerator due to the delay. On 7/14/14, Mr. [redacted] was

scheduled and received delivery for a new refrigerator. We sincerely apologize

for any inconvenience Mr. and Mrs. [redacted] experienced during this process.

If we may

be of further assistance, Mrs. [redacted] may

contact Customer Service at [redacted]

Kind regards,

Customer Relations

Review: I've had an account with Conn's for about 5 years now. Today, I experienced the worst customer service in my entire life. I visited 2 different stores with the same lack luster customer service and lazy salesmen. I walked in the store with the intention of purchasing my nephew's first digital SLR camera. The first store [redacted] I walked in, no one greeted me and several employees who weren't assisting customers, just stood around casually chatting with each other. Finally, I interrupted a conversation and asked to purchase a floor model of the Canon Rebel T3. The salesman didn't know much about the camera which is fine because I know plenty. I asked if the camera came with the basic necessities (lens, battery, charger) and he said it did. Unfortunately, after searching for 30 minutes he was unable to locate the accessories for the camera and kind of shrugged his shoulders and walked away. I asked another salesmen for the floor model of a higher priced camera, [redacted]. I asked him if the lens, battery and charger were available and he said it would take him a while to locate the accessories. When I asked him how long, he said, "The floor models are mishandled so much here it could take a day, an hour, a week. I don't know." I left and went to another location ([redacted] I stood in the camera section for 20 minutes, no one greeted me, 3 salesmen made eye contact. One asked if I'd been helped and when I said no, he just continued walking away. Once again, I pulled someone to help me. Once again, no one was able to locate the basic necessities of the camera. I asked to switch the battery from another model, and the salesman said the other model didn't have a battery which was a blatant lie. Once again, no one seemed interested in helping a long time and loyal customer. I was treated so poorly today, that I've decided to close my current Conn's account and I will never open another one again.Desired Settlement: I'm closing my account so I don't need a resolution from Conn's. I just need for them to know they lost a long time customer today and will never receive my business again.

Business

Response:

Thank you for the

opportunity to respond to Ms. [redacted] complaint. We appreciate Ms. [redacted] for

bringing this matter to our attention. We have forwarded the complaint to upper

management to review for employee training opportunities. We apologize for any

inconveniences she experienced.

It is true that floor models can

be handled and relocated to the point of not being sellable. However, it is our

goal to provide the best service possible. We appreciate the years Ms. [redacted] has allowed

us to serve her and her family. Should she ever need us again we will be happy

to assist her with her home needs.

Kind regards,

Review: I purchased a 70inch 3D LED [redacted] TV from Conns and it is defective. It has a constant line that runns and shoots down the middle of the screen. It is only 4 days old and they will not allow me to exchange it for a working one. I am told I have to pay 15% to restock the item. I was told verbally by the salesman [redacted] that I had 15 days to exchange and 30days to return the item. I do not believe I should have to pay 300.00+ dollars to replace an item they sold that was faulty. I have thier repairman coming out in two days and have to pay 89.99 just to have him look at the item. I just want what is fair and to exchange it for a working one of the same model. I am currently looking for represetation as I am a person of priciples and will pay more than the 300.00 to have this handled correctly. I have been a costumer of this comapny for years and feel this is rediculous for them to not replace the broken item.Desired Settlement: exchange without a charge to do so.

Business

Response:

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

Our records show on **/09/14, [redacted] purchased a 70” [redacted] 3D Smart

television with a 1-year limited manufacturer’s warranty and elected to pickup

his television from our [redacted], ** location.

We received [redacted] complaint and found he contacted our

service department on **/13/14 stating small raindrops shapes appears from top

of screen going to the bottom. A service

appointment was scheduled for **/15/14; upon inspection the technician

contacted the manufacture to assist with the repair needs. Our records show on **/17/14; we submitted a request to the manufacturer for a possible exchange

however; the manufacturer is requesting additional information for further

review.

Although we have not received a response from the manufacturer, as

a gesture of good will Conn’s is willing to exchange [redacted] television. [redacted] may visit his nearest Conn’s location to initiate the exchange. We

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

the delay.

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

Sincerely,

Business

Response:

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

concerns. Our records show we have

confirmed the exchange with [redacted] and his delivery is scheduled for **/6/14.

.

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

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

Sincerely,

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 would like to add that Conns charged me 80.00 to deliver the replacement TV to me. Conns only agreed to replace the TV once [redacted] admitted fault and offered a replacement. I would also like to add that I have been a customer of Conns for three years and have never missed a payment. I cant believe I had to pay them to replace something that was faulty from the start. I beleive that it was only the Revdex.com and attorney genereal complaints that I filed that got this taken care of. I thank you for your involvement.As a note of good will Conns should call [redacted] and reference claim [redacted] for the raplacement TV. [redacted] will deliver on Thursday and will not charge them a delivery fee. Im glad I could help them offset any expense. Best, [redacted]

Review: I ordered over $6000.00 worth of products from Conns in October a Sectional Sofa was included in the list, everything was delivered on or about October 10th, Since I work from 7-4 I had someone at my house to be there for delivery. The person called and asked why did I get such a low sitting couch which confused me because I remember being in the store before I purchased the couch sitting on the display model which didnt sit low at all,which also persuaded my decision to purchase it, so when I made it home I realized it set lower than expected so then I start looking up ways to make my couch higher. I kept saying to myself I do not remember this couch sitting so low in stores so I decided to pull the couch up on Conn's website and behold the couch on the website had legs on which the delivery people failed to put on or leave me with, I saw legs for the storage Ottoman that came with sofa which they failed to unpack and put the legs on it as well. Its funny how I was charged almost 300.00 for installation and delivery/set up but they failed to set up properly. Ive spent the last 3 weeks trying to get my legs delivered I had a House Warming Saturday and I cant tell you how many times I heard man this sofa sits low!!!! I spoke with the [redacted] at the Conn's store I ordered from on [redacted] and told him the issue he stated he would have to put a special order in for legs which was never done so I decided to call the warehouse myself and ask to speak with the manager the young lady said no manager was there at the time and I would have to call back the next day which I did, spoke with a manager names [redacted], who stated someone would be able to deliver my legs to me the next day, the next day I didnt hear from anyone so I called back [redacted] stated he was trying to get one of his guys to deliver the legs but I should expect a call later that day. Still no call no call so I called back he stated we currently dont have your legs in stock the earliest would be thursday. Thrusday came still no call so I called last week and spoke with another manager names [redacted] who advised he could get them Saturday and this call was Friday, Saturday came I didnt hear from anyone called and spoke with a Young lady who told me that they are waiting on their delivery drivers to come off route and someone will be out but [redacted] would call me if they couldnt get anyone to come out, still hadnt heard from anyone and it was later that evening when I called back and I Spoke with a young man name [redacted] and asked to speak with [redacted] asked for my information and asked what was the nature of the call I explained every thing to him and he asked if I could hold so he could get [redacted], after holding several minutes he came back on the line and said [redacted] told him to tell me they cant deliver the legs today since no drivers were available but they will deliver them to me tomorrow (Sunday) I asked why no one had called to tell me this he stated [redacted] asked another rep to give me a call but she went on her lunch break and didnt make the call. At this point I was just really frustrated so I said please deliver my legs tomorrow or a complaint will be made he said yes mam and that was that. Sunday came I didnt hear from anyone and I didnt call so now im writing this complaint. Is this what Customer Service has come to, here I am getting ready to make my first payment on something I cant enjoy and dont have. this is just unacceptable, especially after getting the run around for almost 3 weeks. This shows lack of communication and care for consumers. I spoke with Customer Service today and spoke with a Supervisor by the name of [redacted] and she stated she was going to put the account on a courtesy waive until the issue is resolve because she was having a hard time getting in contact with the warehouse as well. I really hope this issue can be resolved and no other customer has to deal with what I've been through over the last few weeks. Its really embarrassing for me to keep calling a company about something as simple as legs for a sofa. I really hope there is something tremendously done about Conns Customer Service and Im compensated for all this trouble they have taken me through.Desired Settlement: I would like my legs to my sofa and if not a full credit to my account some type of partial credit made towards my account. More training for that particular warehouse because the people in there are just incompetent.

Business

Response:

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

complaint. Our records show on 10/09/14; [redacted] purchased the [redacted] furniture set which consist of three pieces (sofa, chaise, and ottoman)

with a 1-year limited manufacturer’s warranty. [redacted] delivery was

scheduled and received in good order on 10/09/14.

We received [redacted] complaint and found she contacted our

Customer Helpdesk department stating she did not receive the legs on her sofa

upon delivery. After further review and research, we confirmed that the legs

were not installed on [redacted] sofa during delivery. We attempted to locate

the correct legs for [redacted] sofa

however; we were unsuccessful in our attempts to locate the legs locally

therefore, we placed a special order to receive the proper legs. Our records

show there was a delay receiving the legs from the manufacturer. Once we

received the legs, Conn’s delivery team was scheduled on 11/24/14 to install

the legs on her sofa.

We contacted [redacted] on 12/8/04 to discuss her concerns;

during the conversation we confirmed [redacted] legs have been properly

installed on her sofa. As a gesture of goodwill, Conn’s offered to refund [redacted] delivery fee and credit a partial payment to her account. As agreed

upon, we have processed a credit in the amount of $151.54 to [redacted]’

account and the partial payment of $151.54; please allow 7-10 business for

credits to reflect on the account. We sincerely apologize for any inconvenience

[redacted] experience as a result of Conn’s delivery.

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

Sincerely,

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Description: APPLIANCES - MAJOR - DEALERS, GENERAL MERCHANDISE-RETAIL, TELEVISION & RADIO-DEALERS, APPLIANCES - SMALL - SERVICE & REPAIR

Address: 6125 University Dr NW Unit W, Huntsville, Alabama, United States, 35806-1757

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