Conns Appliance, Inc.

Review: I had a dryer delivered to my home on 07/**/2014. During the deliver the handle on my front load washer was broken. I went into the [redacted] Conn's store to report the incident. [redacted] helped me by calling the warehouse for me. The person told me to expect a call on Sunday, 07/**/2014. I did not receive a call on Sunday. 07\**\2014 I called the number (###-###-####) that the guy from the warehouse told me to call if I didn't hear from anyone on Sunday. I called Monday morning around 8:30 and spoke with [redacted]. She informed me that there was not anything they could do as 72 hours had passed. I informed her that I had reported the incident on Friday 07/**/2014. She said she would investigate and call me back later that day. I did not hear back from [redacted]. I went into the store Monday evening 07/**/2014 and spoke with [redacted] to seek help. He asked that I give him a call the next day between 11am and 3pm and he would call the warehouse. I called Conn's twice on 07/29/2014 and left messages for Mr [redacted] to call me. I haven't received a call from Mr. [redacted]. I called the warehouse back 07/29/2014 to see if I could get help filing the claim. I spoke with [redacted] again. She took my name and number and said [redacted] would give me a call tomorrow. She then ended the call by hanging up in my face. She was very rude. At this point I also sent an email on 07/29/2014 to customer service via the Conns website communicating all of the above details. I have not received a response to the email that I sent via the Conns website.I spoke with [redacted] Hernandez at the warehouse on 07/31/2014. She explained that she would speak with the delivery team and get back to me later in the day. I learned that the driver is disputing my claim. I expressed my disagreement and wanted to speak with management. [redacted] asked that I email pictures to her and that she would give them to management. I sent the emailed pictures to [redacted] on 08/01/2014. I have not heard from anyoneDesired Settlement: I would like the handle fixed on my front load washer. This includes ordering the part and installation.

Business

Response:

Thank you for

the opportunity to respond Mrs. [redacted]’s complaint. Our records show on 7/**/14, Mrs. [redacted]

purchased an [redacted] electric dryer, [redacted] pedestal, dry cord, and

dryer duct with clamp and received delivery on 7/**/14. After further review

and research, we confirmed Mrs. [redacted] signed her delivery ticket

acknowledging she received her merchandise in good order; there were no reports

listed on the delivery form regarding any damages to Mrs. [redacted]’s property. At this time we are unable to honor Mrs.

[redacted]’s request to repair her washer; we have no record damages occurred by

Conn’s delivery team.

We have

included supporting documents in our response.

If we may be of

further assistance, Mrs. [redacted] may contact Customer Service at ###-###-####

Sincerely,

Consumer

Response:

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

The judicial process is set up to provide due justice for those who have been wronged. We know that this process does not always work as we often here the stories of innocent individuals who have been wrongfully convicted. I never said that I did not sign off on the delivery. I did sign the delivery form as the delivered merchandise was not damaged. It was not until later that I discovered that there was damage to my front load washer. Just because I signed off on the delivery does not mean that the damage did not occur. Maybe the form relieves you of liability and that is fine. This is a simple inexpensive claim. It is really the principle of the matter that is at stake here. It's an opportunity for Cohn's to make a wrong be a right. The whole experience has been awful. The customer service from both the delivery company and the staff at the store was by far the worst I have ever experienced which is how I ended up filing this claim through the Revdex.com. Everyone was unresponsive. If this is your final decision, then trust that I will never set foot in another Cohn's store ever and am happy to communicate my experience to those willing to listen

Regards,

Review: Purchased a laptop on 8/9/2014 -- I decided to return the laptop today 8/22/2014 but was told by store management that I was "outside" my return parameters. He stated that the policy had changed but was unclear as to when it was changed. I advised him to visit www.conns.com website and read the return policy which clearly states 14 days. He called corporate and spoke to someone( he would not tell me who) and then advised me that corporate said no to the return. I traveled home and called corporate myself and advised them of the aforementioned issue and they stated they indeed the website said 14 days.. and that he had authority to return the item. I called the store back and spoke with the same manger and he stated I need to call corporate back to open a complaint ticket.

Product_Or_Service: HP LaptopDesired Settlement: DesiredSettlementID: Refund

I want a full refund. I also do not feel like I need to pay a restocking fee as there is nothing on the return policy that states I will be charged at 15% fee for restocking.

Business

Response:

Thank you

for the opportunity to respond to Mr. [redacted] complaint. Our records show on 8/09/14,

Mr. [redacted] purchased a [redacted] Touchsmart notebook. On 8/22/14, Mr. [redacted]

contacted our Helpdesk Department stating that he attempted to return his

notebook to the store but was informed by the sales representative that he was

outside the Return and Exchange Policy. After further review and research, we

confirmed Mr. [redacted] was still within the 14-day Return and Exchange Policy

from the date of his purchase. Our

records show as of 9/1/14, Mr. [redacted] returned the notebook and we processed a

credit in the amount of $1082.49 to his account. As a goodwill gesture, Conn’s

has agreed to honor Mr. [redacted]’ request to issue a refund in the amount of

$150.00 for the restocking fee. Mr. [redacted] may visit his nearest Conn’s store

to process the refund back to his Visa card. We sincerely apologize to Mr.

[redacted] for the experience and any inconvenience that has been caused.

If

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

Kind

regards,

Kathryn James

Customer Relations Officer

Review: I am very very very very VERY disappointed with Conn's Cash option (no interest for 12 months) and Conn's cheated me out with high interest after passing 11 MONTHS.

I have been a loyal customer for few years. I bought a refrigerator... paid it off before 12 months was up... then I bought a king bed with box springs... they refused to cover my broken box spring (I had warranty for it) cuz they said it was damaged by me? WHAT? How can I damage it? I said forget it. I have been paying it off double payment to avoid interest and I thought this month was the last month to pay off my bed payment... it turned out they said my contract ended last month. I was cheated out of it! I Started paying first month in [redacted]... they said I bought it in [redacted]... ok fine but the cash option with no interest started [redacted] when I made my first payment... they said the no interest expires [redacted]... why did I start paying in [redacted].. they said they count the date of the day I bought the bed for no interest. I think that is a joke! I will NEVER buy a product from Conn's again. I feel like they don't count [redacted] as the first month payment which they should have.

I am deaf. I was confused with the no interest contract. I swear I thought it was [redacted] to pay off the amount of money before the interest added. I have been a loyal customer for few years and have always been on time.

I have filed an appeal with Conn's and they denied it... I filed another appeal and is waiting for their response.Desired Settlement: I want to replace the box spring that I had requested to have switched.

I want the payoff to be reduced before it was increased. I know I had less than $[redacted] to pay it off before the interest was added.

Business

Response:

Thank you for

the opportunity to respond to [redacted]’ concerns regarding account #[redacted] stated he thought his cash-option

expired in [redacted] and not in [redacted].

He would like his cash-option reinstated.

According to

our records, [redacted] signed a 30-month retail installment contract on [redacted]. That contract included a

12-month no-interest financing promotion.

[redacted] also signed a Cash-option agreement which outlines the terms

of the no-interest promotion.

A letter was

also mailed to the address on file for [redacted] on [redacted] reminding him

that his Cash-option would expire on [redacted] 12, [redacted] if the balance on the

account was not paid in full.

We are unable

to reinstate the no-interest financing promotion because the invoice balance

was not paid in full before the expiration date.

The payoff

balance as of [redacted] is $[redacted].

Please note the payoff balance is updated daily. If [redacted] would like to pay the

outstanding balance in full, we ask that he call the day he plans to submit the

payment for an up-to-date payoff quote.

Review: I purchased a Gas Stove. It was installed by Conn's. There was a gas leak. The sales person was called. He said call the gas company. The gas company was called. They condemded the installation, put a yellow sign on the stove and turne dthe gas off because of the danger involved. I called and emailed Conn's and was told that they have a 24-48 hour waiting period prior to someone calling back TO SET AN APPOINTMENT. I sent a text to the sales person and there's nothing that he can do. In addition to their waiting pertiod , the gas company would also take a 2-3 days waiting period prior to their coming out to release the stove for use.

This is a GAS LEAK. This is a highly dangerous situation caused by their inadequate installation. I have grandchildren who will not be able to even eat breakfast before school or have dinners cooked. This is just so frustrating.Desired Settlement: I want the job completed immediately and an adjustment on the account for the exceptionally poor customer service.

Business

Response:

Thank you

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

8/21/14, Mrs. [redacted] purchased a GE gas range with a 48-month Repair Service

Agreement Plan an elected Conn’s Installation service; Mrs. [redacted] range was

delivered and installed on 8/22/14 by Conn’s Installation team.

After

further review and research of Mrs. [redacted]’s complaint, we found there was a problem

with the original installation. As of

10/10/14; we have verified that Mrs. [redacted]’s range has been re-installed by our

Houston delivery team and no further issue has been reported. We sincerely apologize for any inconvenience

Mrs. [redacted] experienced as a result to the installation.

If

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

Kind

regards,

Review: Product recieved at time of delivery had damage. Conns Offered us 12 percent off the items we kept however never adjusted our bill tor reflect. Conns Also offered us 24 months interest free financing and is charging us a payment that pays it off in just over a year.Desired Settlement: Refund the 12 percent to items perchased. adjust our bill for corrected 24 month interest free payment. vs 12.

Business

Response:

Thank you for

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

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

supposed to receive a 12% discount off damaged items she received and she was

supposed to receive 24-months no-interest financing.

According to

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

21, 2014. This contract included a

12-month no-interest financing promotion.

Mrs. [redacted] also

received invoice credits totaling $1,889.58. On July 29, 2014 a credit in the

amount of $1,740.79 was credited to the account. On August 7, 2014 Mrs. [redacted] received two credits

on her account, one in the amount of $71.99 and one in the amount of $76.80.

Please note invoice

credits do not change the minimum monthly payment due on the account each

month. We have attached a signed copy of

the contract, the payment history, as well as the invoice credit for Mrs. [redacted]’s

records.

We value Mrs.

[redacted] as a customer and sincerely apologize for any inconvenience she may have

experienced due to this matter.

Thank you,

Review: Defective HP Tablet purchased on June 11,2014.

On June 11,2014 I purchased a BEATS STUDIO 2.0 BUNDLE which includes a HP Slate 8 Pro Tablet plus Beats Studio 2.0 Headphone Bundle (Factory No. [redacted]. The amount financed is $703.61 with a cash option of 0% interest for 6 months or payments of 21.56% interest for 24 months if the 0% interest is not utilized.

On June 19,2014 had to bring tablet back to the store to exchange due to the defect in the port on tablet for charger to be inserted properly. Even though I was still within my 14 day exchange policy period I was told my tablet would have to go to their repair dept. On July 17,2014 the defective tablet was finally replaced with a new tablet after much discussion between the service dept, the corporate office and myself.

Approximately the last week of August 2014 the new replacement HP Slate 8 Pro Tablet shut down completely during use and would not come back on. The only thing that would show is the battery emblem charging but the battery was fully charged. The tablet was sent to the Conn's Service dept, attn: [redacted] on September 12,2014. I have attempted to contact [redacted] twice between now and then with no response or status of tablet. I have been receiving multiple calls from Conn's billing dept for payment of the tablet and explained the situation at hand. But was told I still need to pay for the item. As of today's date I have not had nor heard of the status of my HP Tablet.Desired Settlement: I would like a refund of the $80 that has already been paid towards the item. With no negative activity on my credit.

Business

Response:

Thank you

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

6/11/14, Mrs. [redacted] purchased a Hewlett Packard Beat Studio bundle with a

1-year limited manufacturer’s warranty and elected to pick up the unit from

Conn’s located in Houston, TX.

We

received Mrs. [redacted] complaint and found she contacted service on 6/16/14;

stating she was unable to insert the charger into the tablet’s port. The tablet

was sent to service for repairs; upon inspection the technician found the

charger port had physical damage which is not covered by the manufacturer’s

warranty. Although we were unable to determine when or how the damages occurred

on the tablet, Conn’s agreed to exchange Mrs. [redacted] tablet. On 7/18/14,

Mrs. [redacted] re-selected another Hewlett Packard Beats Studio bundle; no

additional coverage was purchased.

On

9/12/14, Mrs. [redacted] contacted the service department stating the replacement

tablet will not turn on or charge. We received Mrs. [redacted] tablet into

service on 9/17/14, the technician was able to charge the tablet however; the

unit would not turn on therefore the tablet was shipped to the manufacturer for

further repair needs. Our records show the manufacture agreed to exchange the

tablet due to the unit could not be repaired and a new tablet was shipped back

to Conn’s on 9/23/14. We contacted Conn’s in Houston, TX located on [redacted] and confirmed Mrs. [redacted] tablet has available for pickup since

9/24/14. On 10/10/14, we attempted to contact Mrs. [redacted] regarding her tablet

however, we were unsuccessful in our attempt; Mrs. [redacted] may pick up her

tablet at her earliest convenience.

At this

time we are unable to honor Mrs. [redacted] request to refund the payments she

has made to her account. Mrs. [redacted] payments are due on the 11th

of each month; any payments received beyond 30 days may be subject to negative

marks reflecting on her credit.

If

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

Kind

regards,

Consumer

Response:

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

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

Regards,

Review: I have been called 6 to 7 times day about a bill that I have Confirmed receipt for being paid. They call and do not leave any message; I have told them I paid the bill however they continue to call me. after I have asked them to stop calling. [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like Conn's to stop the harassing phone calls,and make good on repairing the items they sold us under warranty

Business

Response:

Thank you for

the opportunity to respond to [redacted] concerns regarding account #[redacted] stated he paid his bill;

however, he is still receiving collection calls on his account.

When the payment is late,

we begin call attempts as a reminder to ensure payments will be

made timely. It

is a normal practice for our company to begin call attempts the first day the

payment is late. To prevent the calls [redacted] has the option to pay

on-line, in his local Conn's store, by mail, or over the phone if it is more

convenient for him, before your due date. Additionally, if [redacted] pay

date has changed, he may benefit from requesting a change of his due date each

month. We ask that [redacted] contact

us if he would find this beneficial.

According to our records, [redacted] began

receiving collection calls due to two payments being returned by his

financial institution due to NSF. We

spoke with [redacted] on [redacted] 20, 2014 regarding the payment that was

due. He stated he would make the payment

on [redacted] 26, 2014. [redacted] has not received any additional collection

calls since [redacted] 21, 2014. Please

note, when payment arrangements have been made, it takes 24 hours to remove the

telephone number from the system to stop the collection calls.

We would like to thank [redacted] again for

bringing this situation to our attention. We value him as a customer and

appreciate his feedback.Thank you,[redacted]

Review: I recently refinanced my house and part of the agreement was that my 3 current Conns accounts would be paid off through a cash out option. The accounts were as follows:[redacted]These accounts were paid to a 0 balance after several contacts with customer service due to them crediting all the money to 1 account. Because the accounts were overpaid I was due a refund of over $3800 based on early pay amounts versus account balance. I call to check on the status of this refund and was advised by a customer service rep that a total of 4 accounts were paid off with 1 of the accounts including a Chapter 7 bankruptcy account filed in the United States [redacted] federal court on **/19/04. This account ended in [redacted]. Conns at the time of the bankruptcy came out to my residence and took possession of the Washer/Dryer combo that was financed under this account. Conns has given me the run around and every time I talk to a customer service rep. I get a different answer. If this is not resolved ASAP I will notify the bankruptcy court.Desired Settlement: Correct refund amount in timely fashion.

Business

Response:

Thank you for

the opportunity to respond to [redacted] concerns regarding his

accounts. [redacted] stated he paid

off his accounts; however, one account that was included with his bankruptcy

was also paid off.

According to

our records, Mr. we received [redacted] payment of $11,294.00. That amount was distributed between his

accounts to pay them off. In error, we

also applied funds to account #[redacted].

We are in the

process of refunding the overpayments on the accounts. [redacted] will receive a refund in the

amount of $2,611.15 from account $[redacted]5 and a refund in the amount of $1,254.25

from account #[redacted]. This is a total

refund amount of $3,865.40.

Please allow

10-14 business days for the refunds to process and be mailed out. We value [redacted] as a customer and

sincerely apologize for any inconvenience he has experienced due to this

matter. If [redacted] does not receive the refund checks, we ask that he contact us directly so we may track the checks for him. Thank you,[redacted]

Review: I am in a contract with conns applience,I bought my merchandize in [redacted] tx.this complaint is with there collection practices that I believe come out of a call center.I have a 10 day grace on my bill and I always pay before the 10 days.but this morning I payed my bill as always and got a conf number.they called me from number [redacted] talked to my [redacted] which she told them the payment has been payed and told them she had a comf number and the young lady said she had it,but was still wanting payment,[redacted] told her that this had been payed and to not call again for no reason.got a call from them again same number at 958 am after was told to stop.Desired Settlement: I want the harressment to stop,the way I read they do this to people all over the country.this is fraud when the know they have gotten a payment yet to keep calling.they need to uphold there contract.

Business

Response:

Thank you for the opportunity to respond to [redacted] concerns regarding his account. [redacted] stated he is receiving collection calls before his 10 day grace period is

up.

When the payment is late, we begin call attempts

as a reminder to ensure payments will be made timely. It is a normal

practice for our company to begin call attempts the first day the payment is

late.

To prevent the calls [redacted] has the option to pay on-line,

in his local Conn's store, by mail, or over the phone if it is more convenient

for him, before your due date. Additionally, if [redacted] pay date has

changed, he may benefit from requesting a change of his due date each

month. We ask that **. [redacted] contact us

if he would find this beneficial.

According to our records, [redacted] began receiving

collection calls on [redacted] 5, 2014 since his payment was due on [redacted] 4,

2014. Please note, Conn’s does not offer

a grace period on the retail installment contracts. When payment arrangements have been made, it

takes 24 hours to remove the telephone number from the system to stop the

collection calls. We value **. [redacted] as a

customer and appreciate him bringing this matter to our attention. Thank you,[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,

Review: [redacted] I bought a ** refrigerator 18 months ago, paid cash & purchased the extended warranty from Conn,s. My refrigerator went down [redacted] and is still down. We have had 2 service tec's out to look at it, the last one that was here changed out the motherboard and told us if that did not fix it they would have to order and change the compressor. My refrigerator has the "smart diagnostic" system that will tell you what is wrong with it, Conn's does not use that because their cell phone signal from their cheap phone will not pick the signal up from the refrigerator, I have run the diagnostic 2 time now my self and the keep telling me mother board and compressor need to be replaced so today "MAYBE" they will come and do a seal test on the doors as they have not ordered a compressor yet. If I had purchased this appliance from BEST BUY they would have already replaced the refrigerator. So needless to say "Burn me once shame on you, Burn me twice shame on me. I will never buy anything from "CONN'S" again and for sure I will pass this experience on to as many as I can. I was told when I bought the extended warranty that if something were to happen that the product could not be repaired in a reasonable amount of time they would just replace it. I don't know what Conn's call reasonable but I am tired of living out of a ice chest for almost a month now, that is unreasonable. You took my money now its time for you to hold your end of the deal up.Desired Settlement: Replace this refrigerator

Business

Response:

Thank you for the

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

[redacted] purchased a ** French Door refrigerator with a 48-month Repair

Service Agreement Plan.

We reviewed [redacted]

complaint and found he contacted our service department on [redacted] stating his

refrigerator was not cooling or freezing. Our records show on [redacted], Conn’s

agreed to issue an exchange under the Terms and Conditions of the Repair

Service Agreement due to there was a delay receiving the necessary parts to

complete repairs. We no longer have the same refrigerator [redacted] originally

purchased therefore; he was contacted and made aware that we will issue an

in-store credit of $2199.99 (original amount paid) to re-select another

refrigerator that meets his expectations. [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 service delay.

We have also attached a copy of our food loss claim for [redacted] to submit if

any food was loss as a result of the refrigerator malfunctioning.

If we may be of further assistance, Mr. Rolan

may contact Customer Service at [redacted].

Kind regards,

WORST company EVER!! Does NOT allow returns, but won't tell you up front! Just received a receipt with "return policy inside". After finding this chair won't work I brought my receipt with my chair to return ... like I would to any other store in AMERICA, only to find out they don't return basically anything! WOULD BE NICE TO KNOW BEFORE BUYING THIS! Now I'm stuck with a product I don't want/like.
THEIR NAME SAYS IT ALL: Conn's. Con artists!
THEIR MOTTO BACKS IT UP: "Money, you're approved!". That's the only thing approved, not customer service or quality!

Review: I purchased a stackable washer/dryer on and had it delivered [redacted], on [redacted] it already went out. Screws were in my clothes where the dryer part was completely falling apart. I've made numerous calls, spoken to managers, customer service managers, and still keep getting the run around. I was told that they would send someone out to repair it, the 3rd party vendor called me and said they didn't service my area and that I would have to take that up with Conn's. Conn's said that they did in fact service my area and that they would have someone contact me, I never receive that phone call. I called multiple times and spoke to different people every time and was told "We'll call you back", those calls never happened either. It was finally "approved" to be replaced on [redacted] and was supposed to be delivered on [redacted]. I was called on the [redacted] saying they didn't receive it from their warehouse and that it would be delivered "FOR SURE" on Friday, [redacted]. I was contacted this morning and told that the W/D they received was heavily damaged and that they would not be delivering today. SO, a day short of a month without a washer/dryer and still cannot get my replacement.

Product_Or_Service: [redacted] Stackable Washer/DryerDesired Settlement: I just want a workable washer/dryer! Also, I want potential customers to know exactly how they've handled everything and what they could possibly be getting into doing business with Conn's. There has been so much miscommunication and none of their employees seem to know what's going on. All they've done this far is pass me on to a different employee who has NO idea about my account, so everything has to be explained, again... I will NEVER do bu

Business

Response:

Thank you for the opportunity to respond to [redacted]'s complaint. We would like to apologize to [redacted] for the delay getting her a new Stackable Washer/Dryer. Our records show [redacted]'s new set was delivered and installed on [redacted].

We appreciate [redacted] for bringing her concerns to our attention, if I may be of further assistance [redacted] may contact me directly at [redacted].

Review: I have purchased 2 products from this store and both times told that they have a price match guarantees. My salesman told me if I found the same product I purchased within 14 days of purchase to bring proof of the price with the same model # in and they would match the price and give you 10% of the difference. I found the exact model at best buy 2 day's after I purchased the product so I drove from my home in Shawnee to Oklahoma city and went to best buy and got th price tag off the shelf and checked with an employee to make sure they had it in stock which they did. I then took the price tag to conns and showed it to the salesman that helped me the first time. He then told me that they won't price match unless you have a sales ad with the product in it, I explained to him the regular price of the item was $100 cheaper and it was on sale for $150 cheaper. He said he would talk to the store manager and give me a call back. I never received that call so I contacted customer support via email I then received an email that had their price match policy which said you had to bring in advertisement and nothing else I asked how an price tag wasn't an advertisement and she told me. it had to be available to the public and not in the store. After a few emails they came up with a new reason of since I was approved for 6 months no interest then price matching wasn't available to me. None of this was explained to me on either purchase I made at this store and I dont understand how "price match guarantee" can have so many stipulations. A guarantee is an guarantee to me and I believe that is false advertisement.

Product_Or_Service: [redacted]1

Account_Number: [redacted]Desired Settlement: I would like for the price match to be honored and not get ridiculous stipulations added every time I supply the information they ask for.

Business

Response:

Review: In 03/2013 I went into a sore at the Dallas Conn's to pay 2 accounts off in full to avoid any interest being added after promotion period. I paid over $2200+ which is the same amount I verified the balance was 3 weeks prior. I verified with a assistant manager(African female) that this balance was paid in full and no additional fees would be added or accrued. I checked my credit 02/2014 and noticed there was a $700+ balance which showed this account was still open and active and current. From there, I went in the store which the assistant manager no longer works. they gave me the cr to contact someone. I contacted the customer service dept, customer relations department, warranty department, and the collections dept with no resolutions. I was told I should have read the contract which showed a balance of $85.00 for insurance. I was advised a store wouldn't be able to see this charge and it is up to the customer to handle this matter. I spoke with 5 different escalation reps and/or supervisors who were only willing to send me a copy of my contract rather than fix the issue. I was told the $85.00 accrued interest over 1 year and now over $700.00. I inquired why haven't I received past due invoices and/or calls pertaining to this matter. I was told the system showed that I was paid up until 03/2014. This makes no sense. If I was paid up for 1 year then the account should not be accruing interest. I am very disappointed, frustrated and appauld that Conn's would ruin my credit over $700 that is not mistake when I paid the account in full and invested over $4000.00 with their company. I have even met with the store manager who has attempted to help but never returned calls or resolved the issue. this is horrible customer service. I verified before making this payment and went by the store employees and/or the assistant manager. I should not be liable for been given the incorrect information and/or the store not having proper tools which is causing misleading information to the customer.Desired Settlement: This account needs to be paid off by Conns and removed/closed from my credit showing paid in full with no negative comments.

Business

Response:

Review: I bought and paid for a ac/heater unit with extended warranty. Recently it started leaking down my inside wall so I called to set up a service call. No one would come service the unit ao they told me they would just replace it. I did everything they have told me I took the old unit to the store where tge exchange was suppose to take place to find they didnt gave the unit that would replace it and would have to order it and I have to pick it up. I left my unit at the store and went back when the new unit. was suppose to be there and was told it didnt come and that they couldnt tell me anything so I started emailing and calling the help desk and the [redacted] store. I was then told that they would send ine straight from the warehouse in [redacted] and deliver it for all the trouble. They sent me a regular ac which I sent back because thats not what I bought or was owed. They companies customer service representives will not transfer me to their management they only want to tranafer me to the [redacted] store manager. My calls are not being logged or noted in the system and I am going on two months of dealing with this issue. The customer service seems like one big cover up story...Desired Settlement: I would like a replacement unit like I was promised or a refund so I can go buy a new one somewhere else in a timely manner since I have been waiting almost 2 months already. I would also like an apology for all the insane outright diversonary tactics that this company has began to get a reputation for. Maybe the Revdex.com should take a look at their headquarters web page and look at the complaints against the company in the last few months.

Business

Response:

Thank

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

show on [redacted],

[redacted] purchased a [redacted] air conditioner with a 48-month

Repair Service Agreement totaling $[redacted]. After reviewing [redacted]’s

complaint we found an exchange was approved to replace her air conditioner;

[redacted] was given a credit of $[redacted] to select a new air conditioner.

However, after further researched we show a replacement model was not available

and a refund was processed for [redacted] in the amount of $[redacted]. Our

records show [redacted]’s refund check was mailed out on [redacted].

We ask [redacted] allow 7-14 business days to receive refund.

If

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

Kind

regards,

Review: I purchased a suit of appliances at a local Conns store, including a dishwasher, washer, dryer and refrigerator as well as a stove. During the purchasing process, the salse associate asked about installation of the dishwasher., and named the price at 119.00. I asked if I could delay the installation, since I wanted some work done in the kitchen first. He said yes, but failed to mention that the price would be much higher if I delayed the installation. If I would have been given the correct information, I would have had the appliance installed immediately. After a few days, I went to the store to inquire about installing my dishwasher. I was referred to the manager, who let me stand there waiting for him for 20 minutes, while he talked to various sales associates. I was there with my 20 month old grand daughter, and finally lost patience and followed him. He then told me he had to take a phone call, and let me wait another 10 minutes, while talking to more sales associates. Finally he got around to talking to me, and told me the installation could be scheduled, but it would cost more than at the initial delivery. I pointed out that this was not disclosed to me at the time of purchase, and he said that this is their policy. I then called back the next day to get the info on the installation, and was handed from associate to associate, until I was finally quoted a price of 359 for installing a simple dishwasher. The dishwasher itself cost only 429. I called back to the customer service line, and let them know that I was not given the correct info by the sales associate, and this delayed the installation. I made numerous phone calls, and finally called Beaumont Headquarters, wanting to speak to management. I was again given the run around, and finally spoke to a female who identified herself as a manager. I also was delivered a severely damaged inoperable dryer, and still waiting on a response about that, as well as a fridge where water maker and ice dispenser are not functioning.Desired Settlement: I want the dishwasher installed at the original quoted price, and get a functional dryer as well as refrigerator. I also want to let it be known that Conns engages in unethical business practices, and the manger or supposed manager whom I spoke to lied and said she would refer me to a resolution department, yet they never called me. I called back on that and again was told I would get a call back, but it never came. Thereafter I was told that a resolution has been found not in my favor.

Business

Response:

Thank you for the

opportunity to respond to Mrs. [redacted]’ complaint. Our records show on 7/19/14, Mrs. [redacted] purchased

a Samsung refrigerator with installation, a Samsung washer and dryer, 3 wire

ring cord, a washer hose, 3 wire dryer cord, a dryer duct with clamps, a

Frigidaire electric range, a Samsung dishwasher, and delivery. Mrs.

[redacted]’ signed invoice indicates a dishwasher installation was not purchased

and we were instructed to drop off the dishwasher only. Therefore, the

dishwasher would be installed by someone other than Conn’s. Conn’s is

willing to install Mrs. [redacted]’ dishwasher, however she will need to pay the

dishwasher installation fee of $119.95; and Conn’s will waive the second

delivery charge.

Mrs. [redacted] was

scheduled for delivery and received all her items on 7/26/14 in good order. We show Mrs. [redacted] contacted service

on 7/28/14; stating her dryer was

making a loud noise. A service call was scheduled; upon the inspection

the technician found the dryer was damaged on side and could not be bent back,

the technician deemed the dryer was non-repairable. Therefore, Mrs.

[redacted]’ dryer was approved for an exchange. Mrs. [redacted] was given a

credit of $300 which is the original amount paid. As of 9/05/14, Mrs. [redacted] has not

elected a new dryer. Mrs. [redacted]’ exchange is still active; she may

visit her nearest Conn’s location to initiate her exchange.

Mrs. [redacted]

contacted service again on 8/08/14, regarding her

refrigerator; stating the unit was not dispensing water and making a loud

noise. A service call was scheduled; upon the inspection the technician

found the refrigerator child lock was set causing the unit to not dispense

water/ice. The technician disabled the child lock the setting; tested the

unit and tested ok up to the manufacturer specifications. At this time we

are unable to honor Mrs. [redacted]’ request to exchange her refrigerator; based

on the technician service report the refrigerator is operating correcting and

does not meet the qualifications for an exchange.

If we may be of

further assistance, Mrs. [redacted] may contact Customer Service 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. This is a conditional acceptance, and if the businesses promises are not kept, I will pursue this matter further, referencing my complaint to the Revdex.com.

Regarding the response by Conn's:

I have never received any contact from Conns regarding my dryer. I made numerous phone calls, and was told that the issue was settled and I needed to contact the manufacturer regarding the damaged dryer. Every time I called, I was told the matter would be investigated further and I would receive a call back. The calls never came. The fact that I have a $ 300 credit is complete news to me, and was never communicated to me, prior to filing my complaint. I even called Conns Headquarters in Beaumont, asking to speak to management to state my concerns. I was told by someone identifying herself as a manger that my concerns would be given over to the resolutions Department, which would contact me within 5 days at the most. This phone call also never came, and when I called back, no one knew about my call or concerns. Regarding the refrigerator, it was never a concern, nor part of my complaint. The dishwasher is still not installed, and sitting outside on my patio.

Regards

Review: I bought a washer and dryer from Conns along with a service protection plan or warranty. I have fought with them for over two months to get this fixed. My dryer I was told I have a store credit of $999 the purchase of the dryer. the washer which I had problems with they finally sent out someone today after I told them today was not good for me. okay so they fixed the washer. I went to conns in an attempt to replace the dryer and was told they don't make the one I have anymore. Now I'm being forced to have a mix match set. I didn't buy a mix match set and I don't want a mix match set. this is very unfair for me to have to go thru.Desired Settlement: both Washer and Dryer!!!

Business

Response:

Thank you for the opportunity to

respond to [redacted] complaint.

Our records show on [redacted]/12, [redacted] purchased a [redacted] washer

and dryer both with 48-month Repair Service Agreement Plan.

We received [redacted]

complaint and found he contacted our service department on three separate

occasions regarding his dryer dated from [redacted]/13 to [redacted]14. After further

reviewing [redacted] repair needs, Conn’s agreed to exchange his dryer under

the Terms and Condition of the Repair Service Agreement on [redacted]14. Our records

show we no longer carry the dryer [redacted] purchased therefore; he was

approved for an in-store credit to re-select another dryer in the amount of

$999.99 which was the original amount paid. Please refer to the Terms and

Condition of the Repair Service Agreement Number

(9) Limit of Liability for details

if a replacement product is not available.

At this time we are unable to honor

[redacted] request for an exchange on the washer; the washer does not meet

the qualification for an exchange. [redacted] may visit his nearest Conn’s

to initiate the exchange process. We have included a copy of the Repair Service

Agreement in our response.

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

[redacted] 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.

[Provide details of why you are not satisfied with this resolution.] I just had another service provider leave my house because an issue I've had a couple of time. the issue is vibration control. this unit is suppose to have the VTR and I've had to have a tech come out twice to fix it. was told both times it needs adjustments to the adjustable legs

Regards,

I just had another service provider leave my house because an issue I've had a couple of time. the issue is vibration control. this unit is suppose to have the VTR and I've had to have a tech come out twice to fix it. was told both times it needs adjustments to the adjustable legs needing to be adjusted. my question is how many times do I have to call because the vibration is causing it to need adjusted again and again.

Consumer

Response:

No Conn's has not satidfied my complaint. my washer is still vibrating like crazy.

Review: The company calls over five times daily, sometime I can't count the number of calls. I spoke to the rep and they keep calling over and over.

I made a payment in store and they continue to call said a check was returned. I never informed them to pay by check I always pay in the store. They was suppose to give an extend the payment. I spoke to one rep he said everything was clear, however I keep getting phone calls.

Business

Response:

Thank you for the opportunity to respond to Mrs.

[redacted]’ concerns regarding account #[redacted].

Mrs. [redacted] stated she has paid her account, but she continues to

receive collection calls.

According to our records Mrs. [redacted]

began receiving collection calls due to a payment that were returned by her

financial institution due to NSF. We

have attached a copy of Mrs. [redacted] pay history for her records.

When the payment is late, we begin call

attempts as a reminder to ensure payments will be made timely. It is a

normal practice for our company to begin call attempts the first day the

payment is late. To prevent the calls Mrs. [redacted] has the option to pay

on-line, in her local Conn's store, by mail, or over the phone if it is more

convenient for her, before her due date. Additionally, if Mrs. [redacted]’ pay

date has changed, she may benefit from requesting a change of her due date each

month. We ask that Mrs. [redacted] contact

us if she would find this beneficial.

Please note, when payment arrangements have been

made, it takes 24 hours to remove the telephone number from the system to stop

the collection calls.

We value Mrs. [redacted] as a customer and appreciate

her bringing her concerns to our attention. Thank you,[redacted]

Consumer

Response:

My complaint is that I spoke with customer service rep regarding the past due amount. I never made payment arrangement over the phone. I make payments in the store. In November I went into the store and made a payment which was for October the November payment was suppose to be deferred. However I keep getting a call about past due. If I didn't make the October payment I would understand the collection call, but payment was made. I didn't set up a payment over the phone so I'm not sure why there is a return payment. I would not have made payment arranges over the phone and then also go into the store and make a payment in November. That would have been two payment made in November which doesn't make sense, if November payment was supposed to be extended to the end of the contract. I explain this to the first collection rep and he said things was good and there was misunderstanding and I shouldn't receive anymore calls. I'm still getting calls at least 4 to 5 times a day.Regards,

Business

Response:

Thank you again

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

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

a payment in the store in November, which was for October, and November’s

payment was supposed to be deferred.

According to

our records, the payment processed on November 10, 2014 was returned by Mrs.

[redacted]’ financial institution due to NSF. Since this payment was returned, the

arrangements to defer the November payment were canceled.

New arrangements

have been scheduled and there have been no further collection attempts as of

December 19, 2014.

Again, we

value Mrs. [redacted] as a customer and appreciate her bringing her concerns to

our attention. Thank you,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10341449, and find that this resolution would be satisfactory to me.

Review: Brand new [redacted] washer has been repaired once. The product is only one year old. Broken again. Have to wait two weeks for repair. This is not t

Wahing machine one year old. Will not spin. they have come to the house oncde and is broken again. This goes on and on.. When I call I will have to wait two weeks for a service appt. I call and get transferred from one person to the next. Same with dish waser. Installed incorrectly and flooded the kitcher. So upset . Conns is horrible.Desired Settlement: I want the applicance fixed and fast

Business

Response: