Conns Appliance, Inc.

Review: I authorized Conn's to take a payment from my account on July 1, 2014 and the payment was taken out on June 24, 2014 causing my account to be severely overdrawn. Conn's refunded the payment of $317.28 but not the NSF charges. Conn's requested that I fax them a running balance of my of when this occurred. I faxed several copies at different times. Each time I got the run around that they need more information. My account in cured a total of $390.00 in NSF charges. All I want is the fees refunded. [redacted]xxx-xx-xxxxDesired Settlement: NSF charges of $390.00

Business

Response:

Thank you for the opportunity to respond to [redacted] concerns regarding account #33021036. [redacted] stated she authorized a post-dated payment on her account to process on July 1, 2014; however, we processed the payment on June 24, 2014. This caused her checking account to incur overdraft fees in the amount of $390.00

According to our records and recorded call, [redacted] was called on June 23, 2014 regarding a past due payment on her account. [redacted] authorized the agent to post-date the payment for July 1, 2014. The agent had to step away from the call and another agent completed the call. The second agent failed to confirm the payment arrangements and processed the payment for June 23, 2014.

[redacted] was asked to send in a copy of her running bank statement so we may refund the non-sufficient fund fees on her checking account. [redacted] sent in a copy of a statement; however, that statement did not include the bank name or the account number.

We are willing to refund the $390.00 in NSF fees; however, we will need a full running bank statement with the bank name and account number listed on the statement in order to do so.

During the call, [redacted] also requested that her monthly due date be moved from the 16th of each month to the 1st of each month. According to our policy, we can only move the monthly due date 10 days out from the original due date; however, as a one-time exception and a good-will gesture, we will honor [redacted] request to change her due date to the 1st of each month.

We value [redacted] as a customer and sincerely apologize for any inconvenience she has experienced due to 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 accept the business response, however I don't know how to get Conn's my bank running balance. because I have faxed them two copies of what they asked for. Please help!!!!!!!!!!!

Review: On 11/11/2013 [redacted] bought me a [redacted] laptop from Conn's - [redacted] store for $[redacted]. From Nov 11, 2013 - Jun 18, 2014 I had ZERO problems!

On 6/18/2014 PM I logged off & shut down laptop for the night with zero problems and put it away out of everyone's reach.

Then on 6/19/2014 AM I turned on laptop in to play a quick game of [redacted] while listening to morning news. I finished the game & won within 5 minutes. I tried to type "[redacted]" but it wouldn't do the letter "i". I tried other keys and ended up with 11 keys not working (q e t I o ] g ; enter) and on the number pad (6 4). I tried several troubleshooting actions to correct this issue but to no avail. So I contacted [redacted] online thru chat on our other laptop to troubleshoot the [redacted] laptop. He had me do several more troubleshooting steps. [redacted] tech said to reset the BIOS by following the directions provided in the chat. So I wrote down the instructions. When I got to last sentence it said to hit "enter" key. Well, the "enter" key is one of the keys that isn't working.

So I called Conn's the next day on 6/20/2014 [redacted] 4:26 AM Conn's Service Center & got disconnected. So I called at 4:27 AM the Conn's Service Center [redacted] and got a recording to call back after 8 am. At 8:33 AM I called Conn's Service Center ([redacted] & explained to him what was wrong - he gave me a work order #[redacted] & told me to drop it off at the [redacted] store, then the laptop will be sent to [redacted] for repairs; Also, he said if they need any more info they will call me. At 8:37 AM I called Conn's - [redacted] store @1 [redacted] and asked what time does the Conn's [redacted] Repair will pick up the laptop. They said between 12 Noon - 2pm. So I got everything together and dropped off the laptop at 12:07 PM Conn's [redacted] repair had already picked up all workorders, so they will be back Monday for drop offs/pickup's.

On 6/30/2014 I called Conn's [redacted] warehouse & repair to see what the status was on the laptop & was told it was not ready yet. Later that afternoon [redacted] got a message that the laptop will be ready to pick up after 3 pm on Tuesday 7/1/14 at the [redacted] store.

On 7/2/2014 I went to Conn's [redacted] to pick up my laptop. When I got home I immediately checked it out and same keys were still not working. So I called Conn's Service Center [redacted] immediately & told them the same keys are still not working. So they gave me a new work order #[redacted].

On 7/3/2014 I called to see if Conn's [redacted] store [redacted] will be open on July 4th and they said yes.

On 7/4/2014 I dropped off the laptop off for the 2nd time at Conn's [redacted] store.

On 7/5/2014 I received the survey call from[redacted] to rate the service done by [redacted]. 5=best, 1=worst. I gave all questions a rating of "1"!

On 7/11/2014 [redacted] got a call at 3:27 pm from the Conn's [redacted] store stating the laptop is ready for pick up. [redacted] asked if laptop got fixed. She said "No it has "liquid damage"! SHTF! I am the only one that uses this laptop & I will swear on a stack of Bibles that there was no liquid spilt on this laptop! [redacted] was on the phone with her for 9 minutes 8 seconds. [redacted] called Conns warehouse /Repair 1-[redacted] at 3:37 pm for 1:03 minutes, 3:40 pm for 3.19 minutes & 3:47 pm for 19.5 minutes. [redacted] talked to Shop Manager [redacted] made the comment he takes his tech guy's word that there is liquid damage. [redacted] said "so I am lying?" [redacted] said people lie when they don't want to pay for repairs. Needless to say SHTF again! [redacted] called 1-409-832-1696 Conn's Corporate in [redacted]t and spoke to ______? @ 4:14 pm for 20.48 minutes & @4:11 pm for 2.36 minutes. [redacted] called [redacted] Conns Helpdesk and spoke to ______? @4:55 pm for 5.57 minutes, 4:38 pm for 14.23 minutes & @4:36 pm for 2.08 minutes.

On 7/19/2014 I called Conns - [redacted] to see if the laptop is there .They said no, but it is at the warehouse off of [redacted] & [redacted] called @9:03 am for 13.57 minutes[redacted] Corporate and spoke to ______?

On 7/21/2014 I called Conns Customer Helpdesk [redacted] for the warehouse phone # off of [redacted] & [redacted]. They said it is [redacted] stopped by the warehouse after work & picked up the laptop. Employee [redacted]) said it wasn't liquid damage, but cigarette ashes. [redacted] blew out the little bit of ashes from the battery compartment area. [redacted] told [redacted] to call [redacted] to repair it, but not tell them the history. SHTF again! Conn's tell [redacted] to CON [redacted]! I am 58 years old, been smoking since 1973 & have been working on computers since 1984 (data input, internet, toubleshoot, etc). NEVER EVER have I had a keyboard crash because of a little cigarette ashes!

On 07/25/2014 I called @7:50 am for 17.13 minutes & 8:10 am for 7.28 minutes [redacted] repair [redacted] for help. We went through different things and she said I need to do next level of support and gave me this #[redacted]. I called @8:36 am 22 sec & 8:38 am 47 min 56 sec [redacted] next level support for help in trouble shooting. I got connected with a nice male named Fren. We did several things and his diagnosis was it's a hardware problem. He gave me a event #[redacted] to bring it to [redacted] with proof of purchase for repairs. Also on 07/25/2014 [redacted] got a survey call @10:36 am for 7.41 minutes from Conn's, [redacted] 1-[redacted] Conns Warehouse/repair. [redacted] told him all what had transpired and [redacted] was going to let corporate know about it and he would get back with [redacted]. To this day, Sep 15, 2014, no one from Conn's has contacted us. Later I took the laptop to [redacted] for repairs around 11:30 am, but [redacted] said they only repair products that was bought from them.

About 8/3/2014 I received a post card in the mail from [redacted] Electronics Survey Department. It said to go to "[redacted]" to share my feedback on my [redacted] product repaired at an authorized service center (Conn's Appliance Inc [redacted]) Keycode:[redacted]. I answered all questions online on 8/4/2014 around 4:30 pm, but none of the questions were about the drama we had with Conn's customer service. So there was an area that I generally mentioned Conn's bad service and how they do not want to honor the [redacted] warranty.

At this point [redacted] & I are so frustrated, drained of energy/time & pissed off, we had to take a break from dealing with this crap to take care of more important issues and to gather all this information to file an official complaint. I googled if anyone else was having problems with Conn's not honoring warranties of products they sell - I was shocked! Complanits galore! Conn's is a CON & SCAM! Do not buy anything from them!Desired Settlement: What I want accomplished filing this report is getting the keyboard back working. Let me be very clear - I do NOT have a complaint against [redacted], only Conn's! So if [redacted] would be willing to honor their warranty that will be excellent!

Business

Response:

Thank you

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

[redacted] purchased a [redacted] computer with a 1-year limited manufacturer’s

warranty. On 6/20/14, [redacted] contacted us stating the keys were not

responding to strokes on the keyboard. [redacted] computer was sent to Conn’s

service center and received on 6/30/14; upon inspection the technician adjusted

the BIOS setting, reset settings back to factory settings and unit tested ok.

The computer was returned to the store for pickup on 7/1/14. [redacted] contacted us again on 7/2/14 stating the computer is still not responding to

strokes on the keyboard. The computer was sent back to service on 7/4/14;

during inspection the technician found the unit had liquid damages and returned

the computer to the store unrepaired due to liquid damages are not covered by

the manufacturer’s warranty. Although the reported damages are not covered by

the manufacturer’s warranty, Conn’s has agreed to repair the keyboard as a

goodwill gesture.

If

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

Kind

regards,

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. For the record there is the one accusation that I still disagree with in Conn's response to Revdex.com is that there was "liquid damage". I've been working with computers since early 1980's (data input & technical), so I know better than to have any liquid near anything electronic, especially computers.

I want to thank you for your assistance in this matter

Sincerely,

Review: This complaint is for the Conn's Store at [redacted]. We purchased a show room floor model lawn mower on credit. The mower would not work so it was returned to the store where the manager offered to send it to the shop and fix it. Picked up the mower a second time and took it home; mower still did not start. Returned it again, and again the store sent it to the shop to be fixed. On the third time that the mower did not work at home it was returned and manager tried to start the mower in the store. It still did not work. Manager offered to credit the account and kept the broken mower. Almost four months later we are still receiving phone calls from Conn's for payment on the account. Each time the situation is explained and the person is told that the faulty mower was returned and the account was supposed to be credited.Desired Settlement: We want the company to stop calling us trying to collect payment on a lawn mower that was returned faulty. We want our account credited for any initial payment or payment made from time of purchase as the mower never worked and the manager of this store told us our account would be credited.

Business

Response:

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

complaint. Our records show on [redacted],

[redacted] purchased a Floor model [redacted] personal pace mower with us that had

a manufacturer’s warranty. [redacted]

has been contacted and Conn’s has agreed to return the mower and issue a full

credit of $[redacted] to her account. Once

the credit has posted [redacted] will receive a refund for the payments that

were made.

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

Customer Service at [redacted].

Kind regards,

Consumer

Response:

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

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

Regards,

[redacted] spoke to [redacted] (or [redacted] (sp?) from Conn’s on [redacted], and [redacted] stated that they would be mailing her a check in about a week for $[redacted] to her P.O. Box. She has not received a check to date, however someone called her [redacted]’s house over the weekend asking again for [redacted]’s address and telephone number. [redacted] has called [redacted] at [redacted], ext. [redacted], twice on [redacted] and [redacted], but has not received a returned phone call.

Consumer

Response:

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

Regards,

Review: In [redacted] I financed a computer for my [redacted], when trying to finance a house I asked her to pay of the remaining balance which she did in [redacted]. She called Conn's to request the payoff amount and subsequently paid off the amount she was told. On [redacted] collection phone calls began. With further investigation it was found that the amount my [redacted] was told to pay was $0.40 short, but no one called or wrote to explain the discrepency in charges. At that time my [redacted] was told that she needed to pay $43.00 to get the account current, which she paid on [redacted] with a confirmation code of [redacted]. Days later she was told that the payment could not be accepted, though the removed the funds from her account and never refunded the money to her. In the past 2 months my family and I have had harrassing phone calls at all hours of the day and night, sometimes minute to minute on the same number, to collect the balance. The collections agents are very rude and do not care to answer any questions as to why we are receiving different amounts to pay. One person says $325, another says $351, another says $43, one says$ 591.81, while 2 others state $121 and $124.96. They do not let us speak but instead continue to cut us off saying no more than "How are you paying for that today" over and over as I can't get a word in edge wise.Desired Settlement: Since the original pay off was only $0.40 short and my [redacted] paid the $43.00 they requested I ask they take that money (since they did anyway with no intention to refund even though they state they refuse the payment) and leave the account as closed. They waited a year and a half to contact anyone and my credit has suffered the price (which they threaten me about at every call). I also wish for these calls to stop.

Business

Response:

Thank you for

the opportunity to respond to [redacted]’s concerns regarding account #[redacted] stated she paid the account in

full; however, it is still opened.

According to

our records, [redacted] signed a 32-month retail installment contract on

[redacted]. That contract included

a 6-month no-interest financing promotion.

On [redacted] called our automated system and

obtained a payoff balance of $[redacted].

[redacted] made a payment on [redacted] in the amount of

$[redacted]. This left an outstanding

balance on the account of $[redacted].

On March 2,

2013 a letter was mailed to the address on file for [redacted] letting her

know that there was an outstanding balance left on the account and her

cash-option was about to expire.

As a one-time

exception and a goodwill gesture, we will reinstate the cash-option, remove any

negative credit marks, reverse late fees and close the account.

Please note, it

can take 7-10 business days for us to make the above corrections on the account

and for the account to close and it may take the credit bureaus 30-60 days to

update their files.

will receive a close-out letter within 30 business days of the account

closing.

We value [redacted] as a customer and sincerely apologize for any inconvenience she has

experienced due to 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.

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 have called about 20 times now trying to find out where my concession check is. I called originally at the end of [redacted] to find out where my delivery was and was told that they (the store) did not have my products and that they couldn't help me. After over two weeks of trying to get my products delivered, I was then given floor demo models of a different product (which I did not want, but had no other choice). I was told both by the general manager of the Tulsa, OK store ([redacted]) and by the customer care center that I would be receiving two $80 checks as concession for all the trouble I had to go through to get any kind of resolution. I was told this on [redacted], that I would receive both checks within 7-10 business days. After about 14 days, I called again to find out where my checks were and was hung up on 6 different times. A supervisor was supposed to call me back ([redacted]), but never did and every time I called to speak to her, she was "on another call". I then spoke to [redacted] who told me that I was only getting one check for $80 and that the other one was a rebate check that would take 10+ weeks from the date it was processed to get to me. I told her this was unacceptable and that I was told I would be getting two checks (at the same time) for $80 each. She then pulled the recorded phone call (at my request), listened to it and agreed that I was told that, but that there was nothing she could do. Since this time (end of [redacted]), I have called multiple times, each time being asked why I was supposed to be getting a concession check and each time having to re-explain myself. In early [redacted], I called to find out where my checks were again and was told that the checks were "backordered" with the accounting department and I would get it when it was processed. I then called again over the next few weeks (it is now the end of [redacted]) and I was told it was processed on [redacted] and that I would get them in 7-10 business days. Today is the 10th day and I have yet to receive my concession checks. This is the worst customer service I have EVER received. I have been hung up on, called at work (when I specifically said not to call my work number and was ensured by my salesman ([redacted] in Tulsa, OK) that they would never call it), bugged about a payment (when it wasn't even due yet, called 5 times within 4 hours), lied to and then had everyone said how sorry they were, but they couldn't do anything for me. I am completely fed up with the way I have been treated over the last several months.Desired Settlement: I simply want my money and even more money for that matter for the additional issues I have had to deal with (the last months worth of calling and being hung up on, lied to and all of the other above reasons), I also want the colors (graphite) of washer and dryer that I had originally picked out in the current models that I have ([redacted]) without having to pay a restocking fee of any kind.

Business

Response:

Review: This problem has been on going since [redacted]. Before our warranties on our washer and dryer expired we placed a service call. Someone came out and took a look and said they needed to order parts. They said some type of springs were needed in our washer and that the heating element in the dryer had gone out. The repair man made it clear that the parts would be ordered and he would come out to install them. Back in [redacted] a service man came unannounced to my house and said he was here to repair them. I told him sir I am on my way to work and no one ever called me back with an appointment. He said it would be fine and that he would reschedule. Well I waited for someone to come out and take care of the issue and it is now [redacted] and no one has come to repair the work that was initially supposed to be. My washer also does not fill up properly and the appliances are missing their rightful parts. They are also stating that this is a closed ticket, yet I don't have any receipts from them. If someone signed something it was not me and if so someone did so fraudulently. Also my stuff is still lacking the parts promised and the work has not been completed. Their was a young light skinned, black man that had came out once and he is the initial person that said things would get taken care of. His hair was close cut and he was thin with brown eyes.Desired Settlement: I just need the correct parts and for appliance to be repaired. If they can't be repaired I need new appliances. I would also like for them to make an appointment to fix this issue where they do not show up unannounced.

Business

Response:

Review: We purchased a stand up deep freezer in [redacted]. On [redacted], the freezer stopped working. I called and reported it, a repairman was sent out. He recharged it with freon. The freezer still did not work. I called and reported it again, he came out and said the compressor needed to be replaced. They ordered the part and came back to install it when it arrived. That did not fix the problem with the freezer either. I called and reported that it still was not working. The repair man came out again, and informed us he was going to order an after market part to ADD to the freezer. The part came in on [redacted]. A phone call was made to my husband (which clearly had notes in the acct to NOT call his phone, as he was on nights out of town). I returned the call, was told they would call within 24 hours to set up an appt. I at that time told them I am off work Wed and Thur, please make it one of those days. On [redacted], they finally returned my call and tried to schedule the service for that Friday, [redacted]. I explained I could not do it that day, and scheduled it for Wed, [redacted]. On [redacted], the service man called and told me he was calling to reschedule my appt to Friday, [redacted]! I explained I would not be available and he finally agreed to come that day between 12-2. I informed him at the time I had to leave my house at 2:30 for an prior appt. He called at 2:35 claiming he was at my front door (left no card) I had left at 2:30. I then said fine, schedule it for [redacted], I will leave work early. Friday [redacted]. Nothing. No phone call. Nothing. I have called approximately 22 times since then, leaving messages foe supervisors, corporate, and nothing. NO ONE has even returned my call to come TRY to fix our 6 month old broken freezer, which we are still paying on! The food lost due to the freezer not working, was worth more than the actual freezer. Apparently, since we didn't purchase the Conn's warranty, they are not worried about making it right. This is the WORST customer service I have ever dealt with!!!Desired Settlement: I want to be refunded for the freezer. Since no one in their service department seems concerned with the fact that we have a defective freezer, and we have been treated so horribly throughout this ordeal, I just want a refund and for them to come pick up the freezer. I am appalled at the lack of professionalism and horrible customer service we have been given. We haven't even received an apology! They are clearly running from their problems!

Business

Response:

Review: On [redacted], I purchased a [redacted] from this location and was told they would only deliver out in my area Tuesday and Thursday. I scheduled it for [redacted] and took a vacation day at work to wait for delivery. The delivery came fine and the men unloaded it from the truck. I was delivered a USED mower. It had grass all over the deck and it was scratched down both sides. I refused delivery and had them load it back up. I called this store back and talked to the [redacted]" who said they would not deliver it out to me again that day and I would have to take another day off to receive delivery. Then I asked for a refund and he said he couldn't refund it yet.Desired Settlement: They need to deliver me a NEW mower instead of a USED mower on a day in which I choose. Like a Saturday.

Business

Response:

Review: Sevice department came out to repair Refrigerator on 9/**/2013 did not install all the parts back to oragenal condition. Refrigerator Broke down on 10/**/2013 called for sevice took tell 10/**/2013 for tech to show up. As of today 11/*/2013 repairs still have not been made have gone 3 weeks without refridgerator this unit is only 18 mouths old and I purchasede the extended waranty. This kinda sevice is unacceptable. And I have kids to feed.Please, Help. [redacted]Desired Settlement: Need to replace refridgerator its the right thing to do!

Business

Response:

Review: In the beginning of January 2014, my husband and I purchased 2 recliner sofas, a rocker recliner love seat, a recliner and an entertainment center from the Conn's location in Round Rock, TX. The furniture was delivered on January **, 2014, to a vacant home that we had been remodeling. On the date of delivery, my husband noticed an area on the love seat where the leather had not bonded correctly. He pointed it out to me and the delivery man, [redacted] then called [redacted], the warehouse manager, and was informed that we would be receiving a credit to our credit card in the amount of $250, in lieu of replacement. We were assured that the credit would be done in two weeks. We agreed with the credit refund. The very next morning at about 0800, my husband went back to the house where the furniture was delivered, and noticed a tear in the back of the recliner, at the top. He then called Conn's, and was told that they would report the tear and that someone would get back with us in 24-48 hours. Three days later, when no one called, I called the store and spoke with a manager named [redacted] She assured me that she would put in a repair ticket and call me back with that number, and that the repair department would call me back in 24-48 hours. No one called. I called again and was told that the credit would be on my last bill. I did not use their credit, I used my card. Eventually, [redacted] from the warehouse told us that we would only be credited $240, and that the paperwork had not been submitted when the love seat damage was found. We are still waiting for someone from repair to call us back. When I call the complaint line, they tell me I have in store credit. What?? I want my money back and my recliner repaired or replaced. Not to mention the delivery driver broke our phone cable, which is another $75 out of our pocket. No one will let me talk to the CEO, [redacted], and no one knows what his number is. Seriously! Can you please help?Desired Settlement: My refund amount originally agreed on of $250 as well as the cost of our downed phone line of $75. I also want my recliner repaired or replaced.

Business

Response:

CASE ID: [redacted]

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

Our records reflect that [redacted] purchased furniture via invoice # [redacted] on 1/*/14. [redacted]’s

concession of $240 was submitted on 2/**/14 and has been approved. The refund

will be received in check form to [redacted]’s home address, please allow 7-10

business days. Also, the exchange of the recliner model #[redacted] has been

approved at this time. [redacted] can follow up on the delivery schedule with

her local store at this time.

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

directly at [redacted]

Kind regards,

Conn’s Customer Relations

Review: On Jan. [redacted] we purchased on conns credit account a samsung washer/dryer set along with extra warranty.The appliances were delivered from a san antonio warehouse a few days later.Within a week after we received both our appliance they BOTH malfunctioned.The washer showed a code that the manuel stated it had to be serviced and the dryer started to leak water at the bottom, left front side during any drying cycle.I immediately called conns service department and they told me they did not have anyone to service this area and they were going to contact samsung and for us to do the same.I called samsung and during the first phone call I did not get anywhere with the customer service rep.I hung up and called the manager, [redacted] who sold us the appliances. He said he would research to see what could be done and would call me back. On Jan. [redacted] I still had not heard from him, but I did get a call back from conns service dept. and they told me that there was not anyone that serviced this area and I needed to contact samsung directly.I immediately called samsung and they offered to exchange or buy back my appliances.I chose the buy back option.I have since found out that samsung is only going to cut me a check for $899.99 x 2, but not reimburse the taxes or extra warranty.So, I then contact conns customer service and explain this to them and they also say that they cannot reimburse me for the taxes charged or the warranty.What was the point of purchasing the extra warranty if they cannot help me.During this time and before my 30 days were up I called the dallas store again and asked what I had to do zero out my account since I was in the situation I was in and the lady I spoke to said she would email me a form to fill out and return.I never received the for form.I made several attemps to get that form and it was never sent to me.I even contacted [redacted] about it and he never sent it to me as well.I have made several calls to customer service about my acct and they have not approved anything.Desired Settlement: I would like to payoff washer/dryer and the three extra items I needed to connect appliances and I would like for Conn's to zero out my account. I feel I should not have to pay the taxes for something that is not working or I am not going to keep. I would also like for Conn's to cancell my insurance and warranty because the warranty never worked in this case. I want our account to have a ZERO balance!!!

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show [redacted] purchased a Samsung washer and dryer with us on 1/*/14 with a 24

month repair service agreement. [redacted] contacted us on 1/**/14, stating the washer was leaking from the bottom

soap and water dispenser. [redacted] was advised to contact the manufacture to schedule an appointment. [redacted] was contacted by service on

3/*/14, regarding her concerns and she advised us that the manufacture offered

her a “buy back”. We sincerely apologize

to [redacted] for the experience she has had with us and the manner in which

her concerns were addressed. Conn’s has

agreed to honor [redacted] request to cancel her warranty and insurance coverage. Our records show on 2/**/14 a credit of

$407.27 posted to the account for the insurance, then on 3/**/14 a credit of $324.72

post to her account for the warranty coverage.

A copy of [redacted] general loan ledger showing the credits has been

mailed to the address on file.

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

contact us at [redacted]

Sincerely,

Customer Relations Officer

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: I purchased a refrigerator with a service contract on April 2012. My refrigerator stop functioning. Called to get repaired on 2/24/14, again on 3/10/14, again on 3/20/14, 4/10/14, 4/11/14. Repair man comes out but the refrigerator is still not working. My service agreement states that after 3 repairs and not able to fix a new replacement will be provided. They are scheduled to come out again tomorrow 4/12/14. They have come out more than 3 times and no one calls gives me any information do not return my call etc. etc. Very frustrated with this whole situation. In February and beginning of March I had cancer medication that had to be refrigerated and that caused a stressful situation for me. I am very stressed don't know what to do anymore about this whole situation. Can you please help me?Desired Settlement: I want a new refrigerator as soon as possible!! Help please.

Business

Response:

Thank you for the

opportunity to respond Mrs. [redacted] complaint. Our records show on 4/07/12, Mrs. [redacted] purchased

a Samsung refrigerator with a 48-month Repair Service Agreement with us.

Our records indicate Mrs. [redacted] has contacted us on 2/24/14 regarding her refrigerator; stating the refrigerator

was no longer cooling at the proper temperature or freezing. Since then

we show three completed service calls on file.

The last service call was set-up on 4/11/14, Mrs. [redacted] stated her refrigerator

and freezer compartment was not cooling.

After assessing the repair needs

and reviewing the service history an exchange was approved on 4/23/14. Mrs. [redacted] was contacted and has since

replaced her refrigerator which was delivered on 4/26/14. Conn’s would like to apologize to Mrs. [redacted]

for the experience she had and for any inconvenience 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,

Conn’s Customer Relations

Review: Purchased the a washer the washer worked a week and quit have been given the run around about product expect you as of today item not fixed going on three weeks and they will not replace it so I have a 600.00 piece of junk sitting in my home that I have to pay for.Desired Settlement: Just wanted another machine heaving to pay to wash my family clothes and for machine is not fair.

Business

Response:

Thank you for the opportunity to respond Mrs. [redacted] complaint. Our records show on 3/17/14, Mrs. [redacted] purchased a GE washer and dryer with a 24-month Repair Service Agreement from us. Our records show on 3/31/14, Mrs. [redacted] contacted us regarding her washer; stating the unit was no longer working. A service call was set-up for 4/08/14; upon inspection the technician found multiple parts needed to be ordered. We contacted Mrs. [redacted] on 5/07/14 regarding her concerns and we were informed her washer was repaired on 4/18/14 and is working properly. During our conversation we offered Mrs. [redacted] a $100.00 gift card for the inconvenience she may have experienced as a result of the delay.

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

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: 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: 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: I received my love seat April 1 everything looked ok two days later I went to hospital and had major surgery as I was discharged 04/25/2014 coming home the closest place for me to lay was the love seat and as I layed down the back of couch came out I weigh 155 not that big. Called conns they sent a guy out to look at couch and that guy stated that the couched had to been dropped in warehouse or upon delivery customer couldnt broke the couch. I have been calling waiting on them to re place my couch since april 27 no response but they want me to make payments. I want a new love seat and a response but im moving forward with lawyer as well it shouldnt take 4monthsDesired Settlement: need to call me asap

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 3/27/14,

Mrs. [redacted] purchased a Corinthian Jensen furniture set which consist of 2

pieces (sofa and loveseat) with a 1-year limited manufacturer’s warranty. Mrs.

[redacted] was scheduled for delivery on 3/28/14 and signed documentation

acknowledging she received her delivery in good order. On 4/23/14; Mrs. [redacted]

contacted us stating the armrest is broke and detaching on the loveseat. A

service call was scheduled for 4/26/14; upon inspection the technician found

the left arm of the loveseat with loose and broken frame boards and determined

parts were needed to repair. Once parts became available Mrs. [redacted] was

scheduled to complete service on 5/21/14 however; she refused to allow the

technician to repair the loveseat. We attempted to contact Mrs. [redacted] on

5/22/14 and 5/23/14 to re-schedule her repairs however; Mrs. [redacted] declined

service repairs therefore the order was cancelled. At this time Mrs. [redacted] loveseat does not meet the qualifications for an exchange; the unit is

repairable and service repairs will need to continue. Mrs. [redacted] may contact

the Service Department at [redacted] to schedule a service date to complete

repairs on her loveseat.

Review: On 7/27/2014 we purchased a dinning room table and six chairs which were to be delivered on 7/28/2014. The morning of 7/28/2014 I received a phone call from the delivery department informing me that the table was defective because the bolt holes would not match for assembly, stated they would get another on 7/29/14 and deliver same day. On 7/29/2014 I received another phone from same person at the delivery department stating the exact same problem as day before. This time she informed me that they would get several of the tables and bases on 7/30/2014, so that one might work. On 7/30/2014 I receive another phone call from same person at the delivery department stating that none of the tables or bases were fitting together, but she would find out what the problem is and get back to me. She did call me later in the day and said the manufacture had made a design change and the main warehouse would assemble one before sending it to Albuquerque warehouse to make sure it fit and deliver on 7/31/2014. On 7/31/2014 we were delivered the table finally, except for it had cracks all the way through the wood, at which point I cancelled the order. I did call for the store manager and was informed he was on a important conference call and would call me back, but at the same time I am on the phone with the receptionist, he is trying to call me at the same time.With these facts in mind, each day of the delivary I have to reschedule important appointments or cancel in order to be at home for the possible delivery, costing me lots of money and wasted time. I did confront the store assistannt manager and was told that he would make it right with me- this consisted of free delivery, which it was anyway, plus a $ 50 gift card, no compensation for my time or patience with them. I tried to file a complaint with corporate headquarters, but to date have not received a responce.Desired Settlement: Anything but the slap in the face of a $ 50 gift card.

Business

Response:

Thank you

for the opportunity to respond to Mr. [redacted] complaint. Our records reflect that Mr. [redacted]

purchased a dinette (Table Top & Base w/ 6 Chairs) on 7/27/14 via invoices

#[redacted]. Mr. [redacted]’s purchase did not qualify for free delivery, therefore

a $139.99 was charged as shown on his invoice.

We acknowledge that a delivery delay is possible. Mr. [redacted] was

offered free delivery which would have been a credit of $139.99 plus a $50.00

gift card which he declined. Mr. [redacted] cancelled his order on 7/31/14 and

the account was credited for the total purchase of $1380.28. No additional

credit or refunds are due at this time.

We do

appreciate him as our customer and as a goodwill gesture we are willing to

increase our previous offer to a $100 gift card. If we may be of further assistance, Mr.

[redacted] may contact us at [redacted]

Kind

regarding,