Conns Appliance, Inc.

Review: My husband and I ordered a refrigerator, dishwasher, and the matching microwave which comes with a kit. When the appliances were delivered, the microwave & kit were the wrong ones ordered. We were told they would reorder the right one. We purchased these appliances in [redacted]) It is now [redacted] and we still have not received our kit or microwave. I have had to call several times looking for our microwave with several different people telling me different things. They did eventually make a delivery only to bring the wrong one again with the wrong kit. Then another 3 weeks passed and I called and a young lady told me our microwave was sitting there but no kit. The young lady couldn't understand why no one was calling us or keeping in contact with us about our appliance. No one has tried to contact us about the situation. We are the ones who have had to call them over and over again looking for our appliance.I have asked to speak with a manager 3 times and every time, I'm told he's in a meeting. Our sales person has done a poor job of ordering and keeping in contact with us since this sale. The store has tried to give me other numbers to search out the problem. I feel it is their responsibility to find out why it's been two months, and why we are expected to make our payment if we don't have our appliance and kit. I called this morning and was given the same reply when I asked to speak to a manager. I don't know what else we are supposed to do to get an answer from anyone at Conn's. We went there in good faith and felt we would get good customer service. I am very disappointed and would not recommend this place to others. Thank you.Desired Settlement: I would like a manager to call me or my husband and explain why his employees drop the ball and never tried to call us and keep in contact with us regarding our appliances. I would like them to let us know when we can expect our microwave and kit sometime this year. I also would like the manager to explain to us why we should begin our payment on [redacted] since we don't have all of our appliances. Two months waiting is ridiculous!

Business

Response:

Review: In [redacted], I purchased a sectional from the Conn's location in Denton on [redacted]. I was very pleased with this sectional the entire time, up until late last year. The material used to upholster the sections started flaking and falling apart. The material is peeling off from the seats and back cushions, anywhere your body normally touches. This continued to worsen, and is currently so bad that I have blankets covering the sections that I sit on the most because it is such an eyesore and the pieces get all over clothing and especially the floor, necessitating that it be swept after every "use" . I live alone and am average weight and have never used any sort of cleaner on the material so there is absolutely no reason that they should be falling apart due to my own normal sitting and laying. Even as bad as it was, I had just accepted the situation that I had just bought a poorly-made piece of furniture. It wasn't until a few months ago that I was in the location on [redacted] and [redacted] making a payment when a gentleman asked if I would like to look at some furniture. I explained that no thank you, the last piece of furniture I purchased is falling apart. He asked if I had bought the extended warranty, to which I said I don't remember. We looked it up, and sure enough, I had purchased a warranty until [redacted]. He said no worries, call this number and we'll get you a new set sent out to you, or if not, they will give you a credit to pick out something new. I called the number, set an appointment to have someone come look at the furniture. He came out on [redacted] and took pictures and explained that it was "clearly non-repairable" and they would be contacting me to bring new furniture if there was any in the warehouse. I waited for over a week and finally got a call that they had processed my claim and "there was nothing they could do, it's just normal wear and tear". I said I won't settle for that, as 3 people have now told me that it would be replaced. The woman said she would send -CONTINUED BELOW-Desired Settlement: CONTINUED- it to her supervisor and see what she can do. I never heard back, so I called this morning. The decision was apparently finalized without discussing with me, and all I could get from the claims department and the "resolution department" was there's "nothing they can do, sorry, it's normal wear and tear", when in reality the entire sectional is literally falling apart.As a settlement, I am requesting either an even replacement as that is what I was promised 3 times, or a refund.

Business

Response:

Review: I purchased a bed from conns And it was assembled wrong by the company and thats why it broke and they will not warranty my bes rail thats al I wanted but there customer services are terrible and nobody whants to help me with my issueDesired Settlement: Replace my bed rail .

Business

Response:

Review: I purchased a refirdgerator and tv from conn's.. after they delivered and set up the items and left.. within a week the refridge was not cooling well, we called a tech and 5 days later he arrived and told us this is normal,, ?? really.. we called the store and wanted to return this item and exchange it for another one,, they said it would cost us over 500.00 to do so .. plus also added insurance to our contract without our permission, I specifically said no. anyway we kept having trouble with the fridge and called service again,, not cooling and now making noise,, service tech came out and said he knew what the issue was and would order the part, 5 weeks later another tech arrives to install the part,, he said it was something else wrong and this part is wrong,, said he would order correct part and install,, 4-5 weeks later another tech arrives to install the part and said it was not the part needed and would have to order the correct part,, a few more weeks pass and the origional tech arrives to install the part the last tech ordered and said it was the wrong part and would re order the origional part again,, still no part and the fridge is still not working correctly.. we have been trying to solve this issue but have not been able to resolve it and are fed up,, no one will help, the stor says there is nothing they will do and no one who can.. this is our last attempt to resolve this issue before we contact professional help. as well as adding insurance to our contract when I told them not to.barryDesired Settlement: I want the unauthorized insurance to be removed from my note and reimbursed for it, I also want another refridgerator in replacement of this one without being charge for the return, pick up,or delivery of either units. I want to be able to pick out another refridgerator of my choosing to replace the one I have now, of equal or lessor value. I am at work right now and do not have aal the needed information of purchase date, model number, etc.. but will provide asap.

Business

Response:

Review: The guy who came to do my washer repair told me he was going to order the part and it would be in in a week. He apparently (according to Conn's) never put the part number on the order therefore it didn't get ordered. No one noticed this and 2 weeks later I had to call and find out that they never ordered it. After many calls they have finally placed the order. It will now be one more week before my washer is fixed. This was their error and yet they don't feel the need to do anything to rectify the situation.Desired Settlement: I would like a new washer delivered immediately. I have been without a washer for almost 3 weeks and due to THEIR error they are saying I have to wait another week. My washer should have been fixed 1 week ago , if their technician had ordered the part. This is also the third time this washer has had to be repaired and is only about 1 year old.

Business

Response:

Review: I purchased a bed on [redacted] at Conn's appliance store in Conroe Texas. The bed with another purchase totaled $8127.39 including taxes. I financed this purchase at 18.45% APR for 32 installments. I was called the next day and informed by our salesman that the bed had been lost. I spoke with the store manager the following Monday and he informed me he would take off the delivery charge of $79.99 and an additional 10% off the bed due to it being lost and them having to order another one. The bed was delivered the following week. However, every time I spoke with the manager [redacted] about the delivery fee and the 10% off and that I had not seen it credited to my account he kept telling me he was working on it and to be patient. I spoke with either [redacted] or the assistant manager once a week for 2 months. After not getting anywhere I called the cooperate office. The cooperate office said they would call me back when they got some answers. I never got a call back. Finally on [redacted] I was able to get a customer service representative to file a complaint with a reference number of [redacted]. The customer service rep called the store to verify the information about the 10% and was told that I was correct in my claim. That rep told me that it would take about 10-12 business days for them to apply the credit. I also informed the rep that the interest they had applied to my account did not correlate with the amount of interest I should be charged and that I wanted an amortization printout and a new payment book when they applied the credits. I did receive a check in the mail for the delivery charge but have still not been given the 10% off and applied to my account. I called back on [redacted] and the rep assured me that by the following week my account would be corrected. I called back on [redacted] to find out nothing has been done to my account and that all the notes said was that I needed a new payment book. The rep again called the store to confirm the 10% off.Desired Settlement: I would like to be credited the 10% that I was promised and all the credits (there is another credit that was given to me but has never been applied to my account) that Conn's has given me applied to my account. I would like for Conn's to charge me the correct interest rate and not over charge me on interest as they have been doing. I would also like for someone to investigate Conn's to see if they have been over charging people on the amount of interest for their purchases.

Business

Response:

Review: I purchased a computer from Conn's about two weeks ago. Within the first couple of days I noticed that the computer was not working properly. It was very slow and sometimes you would have to press the keys more than once. I returned the computer to the store within the first week. They sent it off to be fixed. The service center called and said that I would have to pay to have it fixed. They said whatever they had to do to it wasnt covered by the warranty. The computer was new and I had just bought it and I dont think that I should have to pay to fix it since I had just bought it. I could see if I had it for awhile and something went wrong with it, but I had just got it. It was broke when I bought it. My [redacted] called and talked to them and also to Conn's. They say there is nothing they can do, we have to pay to fix it and they wont take it back. My [redacted] asked them to replace it with a new one or take that one back and we not owe them anything for it. They refuse to do either. The manager at Conn's turned it over to the sales person to handle. Her name is [redacted]. Is there anyway you can help us resolve this issue?Desired Settlement: I would like to have the broken computer replaced with a new one or for Conn's to take back the broken computer and I not owe anything. Thank You for your help in this matter.

Business

Response:

Review: I went in to Conns on 12-4-2013 to pay off my 55inch tv; and decided I would purchase a bedroom set for my wife; I did not hesitate because I did not have any problems with Conns in the past; I picked out the Alexandria King bedroom set; totaling 5,000 dollar; I was told the bedroom set would be delivered on 12-**2013; and this is when the nightmare began; First off one 12-*-13; no delivery was made; The delivery person called me and stated he had the wrong furniture on the truck; so I contacted the store manager regarding the delivery due to the fact I had taken off work; and the end result was the delivery driver did not want to make the trip to [redacted] So I do believe I received the first delivery on 12-**-13; on this delivery the headboard was defective the holes were in the wrong place and was told that they would replace it; a few days later a second delivery was made however upon the second delivery I noticed the bed rail was cracked; this had to happen when the first delivery was may when they tried to force it together; so the second delivery person call dis batch and was told to leave the headboard and they would replace the rails; I have been set up for delivery on the rails three time since and conns never showed up; around 12-18-2013 I was told they did not have the parts; and that they had also close my ticket; I contacted the store again to complain and was told they would issue a gift card which I never received; I don't see how you could close out a ticket on a 5,000 bedroom set that has not been completely delivered nor set up; which I paid for; I have been sleeping on the floor since 12-*-2013 due to the fact that Conns promised delivery on that date so I sold my old bedroom set to make room; Conns only cares about getting you to sign on the dotted line and getting good service reviews; I have really been taken back my this; I have spent thousand of dollars over the years; but never again; I never believed the bad reviews until now.Desired Settlement: I would like for Conn to come and pick this stuff up; It is still in the same place the delivery staff left it; plastic and tags still on it; foam all over my floor; I have not even put my clothes in the drawers; with the delivery nightmare going on now I could not imagine what the service warranty problems are going to be like; 5,000 dollars in debt and sleeping on the floor for the last 30 days; just pick it up!!!!!!

Business

Response:

Review: I purchased a washer and dryer set on 3-*-14 and on 3[redacted]14 the dryer stopped working.called the company on 3-*-14 at 9am and was told that I will get a call back at 11. I waited until 1 and called back only to be told that I have to wait 5-7 business days for a call back to schedule service. I asked for an exchange and was told that there was no policy that would allow them to do it.Desired Settlement: Return merchandise and get a refund to close out account.

Business

Response:

Thank you for the opportunity to respond to [redacted] concerns. We would like to apologize

to [redacted] for the experience she had regarding her dryer. Although we were unsuccessful in our attempt

to contact [redacted] to discuss her concerns, Conn’s has agreed to exchange her

dryer. Our records show [redacted] picked up her new dryer on 3/**/14. If

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

Sincerely,

Customer Relations Officer

Review: This Conns location along with the warehouse location off of Einsenhaur has been giving me the runaround with an order that was placed since 1/**/14. I received half the order and now I keep getting excuses from the company with receiving the rest of my order. They stated that they had 12 in stock when I go to the warehouse and have to wait 2 hrs then they say we do not have any in stock and this has happened on 2 occasions already since last Monday. I go back to the store and advise the sale representative that Im sick and tired of waiting to receive my merchandise they advise they are going to call a different store and get it delivered to the store as of 1/**/14 and 1/**/14 I go back and I get a different story and they expect me to drive all over San Antonio to look for this item that they told me was in stock on 1/**/2014 and have yet to receive. I expect the company to provide better service than this and I am not getting that and I am a new customer, not a good way to start off. I advised the sale representative that they needed to have the item delivered to me because I have come to the store too many times and keep getting different stories, he tells me that I have to do a new contract to say delivery when I am not the one who has messed up and I should not have to pay to get the item delivered when I have been available to pick the item up on different occasions and they keep giving me the run around on where the item is at. They have not returned any of my phone calls with a solution to the problem.Desired Settlement: I would the item I ordered to be delivered or one of equal or greater value delivered at the same price. Also a discount on the order due to the inconvenience and horrible customer service.

Business

Response:

Thank you for the

opportunity to respond to [redacted] concerns regarding his experience with

us. [redacted] has been contacted and a

new TV stand was delivered and assembled to him on 1/**/14. We value [redacted] as a customer and appreciate

him for bringing his concerns to our attention.

As a token of our appreciate Conn’s will be sending [redacted] a $50.00

Conn’s gift card.

If we may be of further

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

Sincerely,

Customer Relations

Conns HomePlus

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. For your reference, details of the offer I reviewed appear below.

The company did have the item delivered by the salesperson, however they did not assemble the item as stated in the response and I have not received any credit from Conn's as stated in the response. I am not pleased because the response does not correlate with the actions that have been performed.

Regards,

Business

Response:

[redacted] was contacted

regarding their additional comments and we confirmed they had received the

$50.00 Conn’s gift card as previously offered.

She expressed her dissatisfaction was the experience and the gift card. As a goodwill gesture Conn’s will apply a

$50.00 credit to her account. We ask

that [redacted] please allow 7-10 business days for the credit to post to

account [redacted]

If we may be of further

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

Sincerely,

Customer Relations

Conns HomePlus

Review: We have issue with bed. The slats broke on the bed. They came out on March 11th 2014. Said they fixed bed but they didn't. Thats what customer service representative keeps telling. My bed is still on the floor. Am still paying for this me and my husband. They want us to keep calling service center. All I want is a metal frame bed brought out to us. Because the bed is all wood. Please help in this matter.Desired Settlement: Just want a new bed shouldn't have to keep calling.

Business

Response:

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

8/25/13, Mr. [redacted] purchased a Crown Mark Paloma King bedroom with a limited

1-year manufacturer’s warranty. On 2/10/14, Mr. [redacted] contacted us stating the

slats bolted to the unit are broken. A

service call was scheduled for 3/11/14; upon inspection the technician found

the left side of the bed rail was detached and reinstalled the bed rail back on

to the footboard successfully. At this time, Mr. [redacted] does not meet the

qualifications for an exchange on the bed rails due to service was successfully

completed on the unit. If Mr. [redacted] is in need of service, he may contact the

Service Department at 1-855-266-6349 to schedule a service call to have his

unit inspected.

If we may

be of further assistance, Mrs. [redacted] may

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

Kind regards,

Customer Relations

Consumer

Response:

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

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

Regards,

At this time we are getting ready to take legal actions against them. Because they keep giving us the run around. Now they are saying no one was schedule to come out here on March 11 2014. I just got off the phone with them. They connected me to two different departments. We will never do business with them again. Because all he did hook the frame back up and left the mattress on the floor.

Business

Response:

Mrs. [redacted] has been contacted

regarding her concerns. Upon further

research we found the serviceman was unable to inspect the broken slats because

there were no slats present to inspect. Although

the manufactures warranty does not cover the slats Conn’s has agreed to honor Mrs.

[redacted]’s request for a metal frame as a gesture of goodwill. Mrs. [redacted] has been advised that the frame

may not fit her headboard and footboard, however can be use independently. Delivery is scheduled for 4/1/14.

If I may be of

further assistance, Mrs. [redacted] may contact me directly at 1-800-280-1514 ext 3277.

Kind regards,

Customer Relations

Review: My complaint type is actually two classified issues,first issues is that Conns furniture and appliance store in Albuquerque NM, is not following my customer contact of no interest for one year from data of purchase. I Purchased the product of an LG washer and dyer in July 2013 for the price of $1859.86 before tax and interest. I have not owned the product for one year yet and I have made six payments of $110.00. I recently wanted to pay off the remaining total and when viewing my online account I come to realize that my balance has not moved down considering I've made several payments. Which leads me to my next issue of billing and collection. I contacted Conns to find out why my balance has not come down and they responded that my payments have been going to the interest and insurance for the product. However, I have a printed letter stating that they are honoring my one year cash option plan from the date of August [redacted] 2013 and it expires on the date of July [redacted], 2014. Regarding the insurance that was added to my balance, I was told when I pay off the balance in full they would deduct the insurance off the total balance. Most recently I contacted them to pay off the total balance and now they are telling me that now I have to pay the whole amount with the insurance. I was told I have to have insurance on the product unless I had home owners insurance, which I then told them I do and I can bring them a letter from my insurance agency Allstate. I have yet to do so in bring the letter from my insurance agency because they are refusing to give me a pay off balance. I have chosen to contact the Revdex.com in this issue of Conns not honoring my twelve month cash option. I am highly aggravated with conns customer services. Since these issues I have stopped making my monthly payment since February and I am now being harassed daily Monday-Sunday and when I speak with them about my issues they respond with inconstant information. I just wish to pay off my balance with no interest or insurance fees and be done.Desired Settlement: I would like to keep my products, and pay off the total balance without being additionally charged for fee's I didn't agree to, and for the contract to be honored in what was stated of twelve month cash option and no additional fee of insurance and for the payment's I've made to go toward the principal balance bring my total rightfully down.

Business

Response:

Review: Conns refused to honor the warranty I purchased at additional cost for my samsung refrigerator.

Conns refuses to address an issue with my 5 month old Samsung refrigerator. They have repeatedly denied my request for service despite multiple escalations. Being told to repair the issue myself after paying to prevent just that occurrence.Desired Settlement: I would like the service I have paid for.

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted] complaint. Our records show on 11/15/13,

Mr. [redacted] purchased a Samsung French door refrigerator with a 48-month Repair

Service Agreement Plan which was delivered and received in good condition on

11/16/13. On 2/18/14, Mr. [redacted] contacted us stating the door on the

refrigerator was too low and the drawers were catching on the unit. Mr. [redacted]

was educated that the reported issue was not a service repair issue but was cosmetic

which is not covered by the manufacturer’s warranty or the Repair Service

Agreement Plan that was purchased; therefore the service order was cancelled.

Mr. [redacted] was instructed to follow steps in the owner’s manual to make

appropriate adjustments for the door. Mrs. [redacted] contacted us again on 5/8/14

and 5/22/14 stating the door is not closing properly and there is a gap in

between the doors. Mr. [redacted] was reminded that cosmetic issues are not

covered and will need to make adjustments accordingly; both service orders were

cancelled. We contacted Mr. [redacted] on 6/6/14 to discuss his concerns and

determine if any adjustments has been made. During conversation, Mr. [redacted]

stated he did not attempt to make any adjustments because this issue should be

covered under the extended warranty that was purchased. At this time, we are

unable to honor Mr. [redacted] request for service due to the reported issue is

not a service repair issue that hinders the functionality of the unit. Mr.

[redacted] will need to make the necessary adjustments to the refrigerator.

If

we may be of further assistance, Mrs.

[redacted] may

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

Kind regards,

Customer Relations

Consumer

Response:

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

This is not a "cosmetic issue" it significantly impairs the functionality of the appliance. I have attempted to correct this issue myself and I am unable to do so.

Regards,

Business

Response:

After further review of Mr. [redacted] complaint,

Conn’s has agreed to set-up a service call to have a Conn’s technician go out

and assess the refrigerator. On 6/19/14, we contacted Mr. [redacted] to notify him

that a service technician will contact him to schedule the first available

service appointment. Mr. [redacted] was reminded that the reported issue must to

be service related and not a cosmetic issue in order for repairs to be complete

as listed under the Terms and Condition of the Repair Service Agreement Plan

that was purchased.

If

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

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

Kind regards,

Review: purchased a 60 inch flat screen sharp smart tv from Conns for which I am making monthly payments to them along with several other items. I have never been late on a payment.I purchased the TV on 9/4/2013 with extended warranty for 2 years in the amount of 189.99. at the time it also had a factory warranty but the store salesman failed to tell me that the factory warranty would be up in February of 2014 and that my extended warranty would not kick in until September of 2014 and would end Oct 4th of 2015 and the TV went out on May 13th, 2014. a repairman was sent out on May 15th,2014 he was unable to repair the TV and told us that we would need a replacement.He gave us a claim number. After no contact on Monday may 19th I called Conns the rep couldn't help me all she could say was the ticket had been closed but it showed nothing of a replacement but refereed to Sharp as the one who was to contact me. she left a message for the manager to contact me,a call I never received, So on Tues 5/20/14 my husband and I called Sharp we were told by them that the warranty from them had expired in Feb 2014 and we would need to call Conn's. we again were given the run around, told our claim was still not completed and our warranty was no good until September 2014. we were shocked that we were now to be stuck with a TV that did not work and payments that they still expected. we were offered 25.00 in a giftcard. for our frustration. which of course we declined. we told them that in the past per information I obtained from the internet in November 24th, 2009 they were fined 4,5 million in restitution for this type of practice and all we wanted was a replacement TV. we have gotten no where. we actually bought another TV from Best Buy who we have never had a problem honoring their warrantyDesired Settlement: I would like all the payments I made on that TV returned including the money spent for the warranty. I want that TV removed from my account and nothing on my credit in regards to it. I would like a letter of apology for all my frustration and inconvenience and the lies they have told. They misrepresented the warranty and breached it by not replacing the TV so I would like 700.00 half of what we spent for a replacement.

Business

Response:

Thank you for the opportunity to

respond to Ms. [redacted] complaint.

Our records show on 9/4/13, Ms. [redacted] purchased a Sharp 60-inch

television with a 25-month RSA & Accidental coverage. As stated in the terms and conditions of the RSA

& Accidental agreement, the coverage does not replace the manufacturer’s

coverage, however it provides additional coverage that the manufacture may not

cover such as accidents. On 5/13/14 Ms.

[redacted] contacted our service department stating her television would not

start and the power light was blinking. A service call was set-up and the

manufacture sent an authorized provider to assess Ms. [redacted]s’ repair

needs. We have contacted Sharp (Manufacturer) on Ms.

[redacted]’s behalf and was informed an exchange has been approved. Sharp advised

they will be contacting Ms. [redacted] directly regarding the matter.

No refund or reimbursement is due

to Ms. [redacted] at this time. If Ms. [redacted] wishes to cancel the

Repair Service Agreement for a prorated account credit, she may do so by

contacting customer service at 1-877-358-1252.

If we may be of further

assistance, Ms. [redacted] may contact us directly at 1-877-358-1252.

Kind regards,

Consumer

Response:

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

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

Regards,

06/12/14 my television was replaced by Conn

on delivery of course their delivery person broke a very expensive

Review: On April 7, I purchased a Washer and Dryer from Conns Clearance Center for $800 each. Before making the purchase, I visually inspected the items to ensure there were no issues, and I also inquired about the return policy. Based on the associates recommendation, I also purchased the service warranty and set up delivery.The washer and dryer were delivered on April 14. The washer and dryer were wrapped in plastic when they arrived and I had them stored instead of installed because they were for a new home purchase. One week later on approximately April 21, I unwrapped them in my eagerness to see my new washer and dryer. That is when my dad noticed at a piece was broken in the back and the door of the washer was cracked. I called Conns to set up a repair. When the repair man arrived, he stated that parts needed to be arrived, so we waited. I called to follow up and each time I was told the product was on order, so I waited patiently.Then during the first week of June, I received a call that the washer couldnt be repaired and that I could get an exchange. I was instructed to go to the nearest Conns to handle the transaction. No additional information was given. When I arrived at the Conns at [redacted], I was told that Conns wouldnt do an even exchange, and that I would have to pay the difference. I declined this because I didnt think it was fair that I was delivered a broken product and I was now told I needed to pay extra for a newer model.On June 6, I called customer service and spoke to [redacted], and I asked for a refund. I asked for an even exchange or to purchase the newer model at cost, when Conns declined, after more than an hour on the phone, I asked for a refund for the washer, the service warranty and for them to come and pick up the washer. I also asked to speak with a customer service manager, and after waiting for 20 minutes for [redacted], I was told she was in a meeting, and would call me back. That never happened.In the meantime, since I really just want a working washer, I called to GE to inquire if it could be fixed. Since the washer was still under warranty, they sent service repair on June 18. The repairman stated that in addition to the piece broken in the back and the door being cracked, that there was a drum broken. He stated it wouldn't be worth fixing and that its obvious someone dropped it.I called Conns again on June 18 to follow up on the refund, and I was told, more information was needed, and thats why the refund hadn't happen. The customer service rep and the service center rep attempted to help me, but I again reiterated that if I had to buy a new washer, I wanted a refund from Conns so I could make my purchase from another company.To date, I have not received any kind of refund and the broken washer is still at my home. Whenever I call Conns, they give me the run around and no one seems to take the time to review the account t and help me. Their response is, let me transfer you to service repair.Desired Settlement: Im beyond frustrated with Conns and I simply want a refund on the washer and service warranty for an item that was delivered to me broken. This is in total of $950.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 4/05/14, Mrs. [redacted] purchased a GE washer and dryer with a 24-month Repair Service Agreement and delivery totaling $1,991.77. Our records show Mrs. [redacted] was scheduled for delivery and received her items on 4/07/14 in good order. Our records show Mrs. [redacted] contacted us on 4/14/14, regarding her washer; stating the unit hot and cold water connections are broken and the door is not latching properly. A service call was set-up; during the inspection the technician found multiple parts were needed to be ordered. After reviewing Mrs. [redacted]’ service history we found there was a delay getting all parts needed to complete the repair. Mrs. [redacted]’ information was reviewed for an exchange and approved on6/04/14, to reselect a new washer at the original amount paid which was $750.00. Mrs. [redacted] went into her local Conn’s store on 6/06/14 to re-select and chose a more expensive model and was informed she would be responsible to pay the difference. Mrs. [redacted] decided not to complete her exchange. We contacted Mrs. [redacted] on 6/26/14, to address her concerns; during the conversation Mrs. [redacted] explained her dissatisfaction and stated she wanted to return her washer and receive a full credit. Conn’s has agreed to honor Mrs. [redacted]’ request and issue a full credit for the washer and warranty charge. Mrs. [redacted] may contact her local Conn’s store to complete transaction.

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

Kind regards,

Review: delivery charges

I purchased a sofa and loveseat this month,but when the furniture arrived the loveseat was damaged so I sent it back and kept the sofa. They have sent the loveseat 3(three) times and everytime it was damage. The last time I told the driver to take the sofa back to the store becasuse I was wasting my time waiting on them,but they refuse to take it back. Yesterday I got a voice mail from the manager [redacted] to tell me that the factory will take the sofa back and they will charge me 129dls. It's not my fault they send defective furniture and I have wasted my time waiting on the delivery people 4 times already. I shouldn't have to pay for their mistake. Can you call the manager and fix this their number is [redacted]thanksDesired Settlement: I shouldn't pay for the pick up of furniture

Business

Response:

Thank you for the opportunity

to respond to Mr. [redacted] complaint. Our records show on 6/09/14, Mr. [redacted] purchased a Halle furniture set

which consisted of two pieces; sofa and loveseat and delivery totaling

$1,796.92. Our records indicate Mr. [redacted] was scheduled for delivery on 6/13/14; upon delivery Mr. [redacted] received his sofa and

found the loveseat was damaged therefore it was refused. We

attempted to deliver Mr. [redacted]’s loveseat on three separate occasions, however

each time the loveseat was damaged. Due to the product being damaged upon

arrival Conn’s agreed to honor Mr. [redacted]’s request to return his sofa and

receive a full credit to his GE account in the amount of $1,796.92. We sincerely apologize to Mr.

[redacted] for the experience and inconvenience he has had.

If we may be of further

assistance, Mr. [redacted] may contact Customer Service at [redacted]

Kind regards,

Review: On 04/15/14 I bought from Conn's a authopidic bed and bed spring box. I was delivered the wrong spring box. It took them about a week in a half for them to correct the problem. Once the problem was rectified I had to re do the contract of my purchased. On 05/01/14 the contract for the new spring box was drafted. I was informed that the 1st payment was due on 06/24/14. Well as it turns out Conn's lost the contract and the billing/collection agency commenced in calling me. And they started to call me regarding my payment. I informed them of the matter and even went to the store to inform the of the problem. The billing/collection department threaten me that if I don't make a payment it will default on my contract, and the grace period for the interest will not be valid. They assured me that I wont be receiving any more calls unless I forget to pay by due date. On 06/13/14 I was called seven times on my cell phone during my work hours. I explained to them the situation but they continue calling me. It turns out that they lost the last contract and the billing/collection agency was collecting on the first contract. I was informed to return to the store and have a sale rep draft another contract. I informed them that I have a copy of the last contract and will be bringing them with me on 06/18/14. I spoke with two of Conn's manager. They had me sign my copy of the contract. They made a copy of the contract and assured me that this matter will be taken care.Desired Settlement: I would like for Conn's to waive the interest fee and an apology. If need be for them to waive the hole fee. This issue has started from the date of the purchased and because the manifest on the product was incorrect to begin with, I have been paying for their mistake ever since.

Business

Response:

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

stated he signed a new contract on May 1, 2014 and it has not been set up in the

system and the new contract lists Mr. [redacted]’s first payment due date as June 24,

2014.

According to our records, Mr. [redacted] signed a 32-month

retail installment contract on April 15, 2014 with a first payment due date

of May 27,

2014.

Mr. [redacted] had an issue with the delivery and

signed a replacement contract on May 1, 2014; however, the first payment due

date listed on the replacement contract is June 1,

2014.

The second contract was missing a form to complete the

contract set up; however, that form has been recovered and we have processed the

information. Mr. [redacted]'s account #[redacted] has been closed. Account

#[redacted] has replaced account #[redacted] and the first due date will be August 1,

2014 in the amount of $181.30.

We value Mr. [redacted] as a customer and sincerely apologize

for any inconvenience he has experienced due to this matter.

Review: I just bought a dual reclining power loveseat with console ( with a full warranty for leather and power coverage which was extra) from here last Friday. Wish I hadn't. The salesman we had, [redacted], was annoying and unprofessional. Anythime we would ask about prices, he would say " 20 million dollars" and "Who cares, its not your money". But my husband found the perfect couch and we got it. paperwork for the financing was simple, that part I will give them credit for. We were told that with the warranty, they would take care of any and all maintenance issues and repairs we had locally and not through the manufacturer. We were unavailable for next day delivery so we scheduled it for Monday. Sunday rolls around and we get a call from our annoying salesman saying we still owe them $60, because he made a mistake with the delivery cost. We refused to pay that because he and the manager signed off on our paperwork and it was their mistake. Our delivery was simple and fast, the guys that brought it were fantastic and very professional. They checked to make sure it worked and left. About two hours later one side stopped working and got stuck in the up position. My husband called Conn's and told them what happened and was told that we would get a 10% discount and that they would call us right back to schedule a repair. Well, they never called us back. Today I went back to the store and spoke to their "operations manager". He knew about the issue about the money that we "owed" but when I explained the couch was broken he started getting very carefree and played it off like it was nothing. So when I told him that my husband already called to get the loveseat fixed he got very defensive and said that they dont do that and it was through corporate. I asked why my husband wasn't told that and of course he had no clue. So he called corporate and handed the phone to me and they said they would call me back in 72 hours to "schedule a date for repair". What a joke. # days to get scheduled?!!!! So after that call, I asked to get a new finance contract that reflected the new price with the 10% discount I was told I had because of the issues. The "operations manager' told me the "finance manager" just stepped out and would be back in a few minutes. 30 minutes later he comes back and when I tell him I need a new contract, he said that only corporate can do that.So after I flip out and make a scene for having wasted my time waiting for that I leave and go home to call corporate and they told me they cant write new contracts that they can only do that in store. So I have officially filed a complaint with corporate about the horrible experience and have told them to come pick it up and refund my money. Apparently, requesting that requires a "complaint manager'' to call me from corporate... and guess what... that takes 72 hours as well!!!! WORST EXPERIENCE EVER!!!Desired Settlement: We would like a replacement loveseat or a complete refund and removal of the product so we can go somewhere else.

Business

Response:

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

6/27/14, Mrs. [redacted] purchased a Corinthian Lowery Power Reclining loveseat

with a 48-month Repair Service Agreement Plan. On 7/3/14, Mrs. [redacted]

contacted us stating the power recliner is stuck in the up position, the

protective cover for button is missing, and the unit keeps unplugging. After

reviewing Mrs. [redacted]’s concerns, Conn’s has agreed to exchange the loveseat.

Our record show Mrs. [redacted] new unit was delivery on 7/9/14 and her first

payment is scheduled on 8/11/14. We appreciate Mrs. [redacted] for bringing this

to our attention and we will address this matter with those involved to ensure

it is not repeated. We sincerely apologize for any inconvenience Mrs. [redacted]

experience during this process.

If

we may be of further assistance to Mrs. [redacted], please

contact Customer Service at [redacted]

Kind regards,

Review: I paid out an account in [redacted] In [redacted] they started calling me that I still owe then on this account. I have talk to numerous people there and the only thing I get out of them, is that I still owe money. I have ask them to furnish me a 'payment history' which they assure that I would be receiving one in the mail. This was in [redacted]and again in [redacted], to this day nothing. I went the store and had to get my own payment history on [redacted]. I told them I want to dispute the charges and they said they will review it and I still have heard nothing. Yet they are still calling and no one knows nothing, all they know is that I owe them.I am willing to pay this if they prove to me that I owe it. According to my records this is paid out!! They are not willing to meet me half way, all they want is there money and don't bother to check my dispute that I don't owe this.Desired Settlement: Let someone in accounting call me so we can straighten this out cause they don't have good bookkeeping.

Business

Response:

Thank you for the opportunity to respond to **.

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

stated he paid the account balance in full on [redacted];

however, he is still receiving collection calls.

According to our records, **. [redacted] signed a 12-month

retail installment contract on [redacted]. That contract included a 6-month no interest

financing promotion.

**. [redacted] called our customer service department

on[redacted]to obtain a payoff quote for account #[redacted]. We have

reviewed that recorded call from [redacted] and the agent gave **. [redacted] a payoff

quote of $[redacted].

**. [redacted] made a payment in the store on that same

day in the amount of $[redacted].

On [redacted] received an insurance credit in

the amount of $[redacted]

This included the insurance amount of $[redacted] and

$[redacted] for finance charges.

As a one-time goodwill gesture, we will reinstate the

no-interest financing promotion and close the account. Please allow

10-14 business days for the account to close. **. [redacted]

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

account.

We sincerely apologize for any inconvenience **. [redacted] has

experienced due to this matter.

Review: I have been trying to resolve an issue with Conn's since 07/10/2013. I went into Conn's [redacted] to make a payment on account # [redacted]. After speaking with the man at the desk, I decided that it would be in my best interest to cancel this warranty due to problems with payments. Conn's had taken away the ability to pay the account over the phone, I had to mail the payment OR go to a store to make a payment which were BOTH very inconvenient for me. The gentleman at the desk assured me that there was no problem with cancelling and that they would simply refund me the remainder of the warranty balance and cancel and that he would fax in the cancellation request. I still have the copy. Months and months and months of trying to get this resolved, I finally was told that I owed 443.97 and that was that. So, I told them that I would pay the account, what was owed, but I was not going to pay the late fees associated with this mess and requested that they be written off. They have never agreed to write off those late fees that were charged to me due to THEIR OWN ASSOCIATES MISINFORMATION. So, now, I have a report on my credit that I was over 30 days late on a payment, which is incorrect. My payments are due on the 20th of each month. I made payments on 01/02/2014, 02/03/2014 & 02/18/2014, 04/11/2014, 05/12/2014 and the June 20th payment was not paid until 07/07/2014. NONE OF THESE PAYMENTS ARE OVER 30 DAYS past due. I have faxed a copy of my bank statement to [redacted] to show that all of my payments for 2014 have been made and I am still getting constant collections phone calls stating that my payment is due and every conversation I have advised them of all of this information above. I am so sick and tired of dealing with Conn's that I want to scream.

Product_Or_Service: warranty

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want this removed from my credit report for one thing. I want this information updated and my account brought current since it IS current and I want all of the late charges that have been applied to my account since 07/01/2013 to be removed from my account.

Business

Response:

Thank you for the opportunity to respond to

Mrs. [redacted] concerns regarding account [redacted]. Mrs. [redacted] stated she went into a Conn’s location and spoke with someone about canceling her

warranty on July 10,

2013; however, the warranty was not canceled.

According to our records, Mrs. [redacted] had a three year warranty that

she purchased on May 12,

2011.

Mrs. [redacted] did send in a request for the warranty

to be canceled on July 10,

2013 and she was notified on

August 13,

2013 that the

warranty had been canceled.

Mrs. [redacted] was also notified at that time that

there would be a remaining balance due of $241.61 even though the warranty had

been canceled.

Mrs. [redacted] purchased a 36 month warranty and canceled

the warranty 27 months into the warranty service therefore; she received a

pro-rated credit for the extended warranty. Mrs. [redacted] also used the warranty

for repairs and the cost of the repairs was deducted from the

warranty.

This absorbed the pro-rated credit. A refund was

not owed to Mrs. [redacted] because of this.

The current payoff on the account is $239.71. This

includes an outstanding past due balance of $116.00. Please note,

payoff balances update daily. If Mrs. [redacted] would like to pay the

account balance in full, we ask that she call the day she plans to submit the

payment for an up-to-date payoff quote.

We have determined that all negative credit marks

assessed on the account have been earned and we are unable to remove the marks

from Mrs. [redacted]’s credit report. If she believes she received these marks in

error, we ask that she please fax in a copy of her complete credit report

to [redacted] for

further review.

Business

Response: