Conns Appliance, Inc.

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 07/07/2014 my wife and I bought several items from conns totaling aprox. 6000.00 one of which items was a loveseat(sofa) that was delivered to our home on 07/08/2014. The loveseat was stitched incorrectly at the manufacture and there was a buckle in the left arm also from incorrect stitching. I went to the store 3 days later to inform them and I was told to contact customer service and they would take care of the problem for us. When I contacted Conns customer service they set up an appointment for a service tech. to come inspect the issue on 08/06/2014. When the tech. inspected the loveseat on 08/06/2014 he took pictures and told us they would be in touch with us in a couple of days. I did not hear anything from them so on the 5th day I contacted them and they told me that they would order parts then remove the back of the loveseat and replace it here in my home, there was no mention of the issue with the arm. My complaint is that my wife and I purchased a new loveseat not one that would be delivered and then worked on in our home. We feel that this should be replaced with a new unrepaired loveseat like the one we picked out at the store which is what we paid for furniture that was new not repaired.Desired Settlement: As I stated above this should be replaced with a new loveseat we should not have to settle for a repair on a loveseat we purchased new. This is clearly a manufacture defect and we should be made whole with a new item replacement.

Consumer

Response:

Here is the receipt for the Loveseat that I purchased. If any further information is needed, please let me know.

Thanks,

Business

Response:

Thank

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

show on 7/08/14, Mr. [redacted] purchased a Jackson Halle furniture set which consisted of two pieces; loveseat

and chair with a limited manufacturer warranty. Mr. [redacted] elected to

have his furniture delivered. We show on 7/09/14,

Mr. [redacted] signed acknowledging his furniture was received in good order.

Mr. [redacted] contacted our service department on 7/24/14 regarding his loveseat; stating

the seams are not lining up correctly. A service call was scheduled for 8/06/14;

during the inspection the serviceman found the left side front back cushion is

an inch longer then the right side front cushion and the center of the back

does not line up with the center of seat. On 8/11/14,

Mr. [redacted] contacted us, stating he did not want to have service completed on

his loveseat and request to have his loveseat exchanged. Mrs. [redacted]

contacted us on 8/13/14,

stating she wanted to have her furniture fixed and to go ahead with

repairs. The parts were ordered and became available on 9/09/14.

The serviceman completed the repairs on 9/17/14;

by installing new inside and outside back panels.

At

this time Mr. [redacted]’s loveseat does not qualify for an exchange, therefore we

are unable to honor Mr. [redacted]’s request to return/exchange his loveseat.

If

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

Kind

regards,

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: 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: 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: 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: 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: 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: 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: 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 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: 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:

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 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: 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,

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 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: 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: 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: I bought future from this Company some of it was damaged when they brought it to my house, they called the company and said they would send me a new ottoman in 2 weeks. It never came It took 6 months to get someone to fix it but when they came to my house they screwed up the order and fix the wrong piece of furniture. Them I was trying to have them change my payment from the 15 to the 1st. I have tried since July I even had 2 sales people working on this but never did anything so I just keep paying on the 1st of the month and I'M not ever late but they still call 5 times a day. They called me on Sunday at 7 pm interring with my religious day violating my First Amendment while disrupting me in prayer...Desired Settlement: I want this company investigated because if there doing this to me I bet it happening to other folks. I want all my money back and my account closed without no negative effects on my credit.They can have this furture ill go to a second hand store and buy there.

Business

Response:

Thank you for

the opportunity to respond to Mr. [redacted] concerns regarding his account. Mr. [redacted] stated he has been asking that his

due date be changed from the 15th of the month to the 1st

of the month. He also stated we violated

his First Amendment because we attempted to contact him on Sunday.

According to

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

November 2, 2013. At that time Mr. [redacted] accepted the 15th of the month as his due date. We are unable to change his due date to the 1st

of each month; however, we can move the due date 10 days out to the 25th

of the month if this would be helpful. The account has to be current in order

for us to change the due date.

When the

payment is late, we start call attempts to ensure the payment will be made in a

timely manner. It is a normal practice

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

late. To prevent the calls, Mr. [redacted]

has the option to pay online, in his local Conn’s store, by phone or by mailing

the payment before the monthly due date.

Please note,

when a customer has one telephone number listed for two accounts, this results

in multiple call attempts when both accounts become past due.

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

attention.

Thank you,