Conns Appliance, Inc.

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: I called on [redacted] for a pay off balance. I mailed the balance requested and they claim they did not receive in the time frame. It was a few days later they say. It went to a post office box. They are are continue to show a balance of $[redacted] that accrues interest that I am responsible for paying? I should not have a balance with them. They tell me today I have a balance of [redacted]?? I don't understand what they are doing and feel this is some sort of scheme. How do you pay $[redacted] the pay off balance given and still have $[redacted] on your balance accruing interest. I have never had to deal with such before. I feel they are charging me for nothing. I have spoke to numerous representatives and managers during this time. I have been told last week that it would be taken care of and closed out. It still is not taken care of and they say it is my responsibility. Please help. Thanks in advance.Desired Settlement: Close my account, it has been paid.

Business

Response:

Thank you for

the opportunity to respond to [redacted]’s concerns regarding account

#[redacted] stated she paid

off the account in [redacted]; however, it is still opened.

According to

our records, [redacted] called our automated system on [redacted] and

received a payoff quote of $[redacted].

[redacted] did not submit the payment until [redacted] called the automated system

again on [redacted] and obtained a new payoff quote of $[redacted].

The automated system

provides the payoff balance, the date the payoff is good until, the minimum

monthly payment due, and the next payment due date.

We are unable

to close the account as requested by [redacted] because the payoff balance

was not received within 10 days of the payoff quote [redacted] received on

[redacted].

As of [redacted], the current payoff amount is $[redacted].

Please note, the payoff balance is updated daily. If [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.

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,

I did not call the automated service. I have spoken to several employees including supervisors. How can they keep charging me, I truly do not understand. I have never had to deal with anything like this.

Business

Response:

Thank you again

for the opportunity to respond to [redacted]’s concerns regarding her

account.

According to our records, [redacted] called our automated

system on [redacted] and received a payoff quote of

$[redacted] did not submit

the payment until [redacted] called the automated system

again on [redacted] and obtained a new payoff quote

of $[redacted].

All of our calls are recorded for quality assurance, and we do not have record of [redacted] speaking with a live

agent.

Business

Response:

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

[redacted]’s concerns regarding her account balance.

[redacted] called our automated system on [redacted] and

received a payoff quote of $[redacted].

She submitted the payment on [redacted].

[redacted] called the automated system again on

and received a payoff quote of $[redacted].

[redacted] called and spoke with a representative on

after she received the new payoff quote through the automated system. According to that

recorded call, the agent stated the balance was not paid by the quoted payoff

date; however, she would submit the request for review. The review determined

the balance was not paid in full and the account remained open.

On [redacted], the request was denied because the account

balance was not paid in full within 10 days of the initial payoff quote.

On [redacted] called our automated system

again and received a payoff quote of $[redacted].

She then called our customer service representative

to dispute the balance and the representative informed her once again that the

balance was not paid in full and the account would not close.

[redacted] called the automated system again on [redacted] and

received a payoff quote of $[redacted].

Again, [redacted] was informed that the original

payoff balance was not paid in full and that is why the account remains

opened.

As of [redacted] the payoff quote is [redacted]. Please note, the payoff

balance updates daily.

IF [redacted] would like to pay the balance in

full, we ask that she call the day she plans to submit the payment for an

up-to-date payoff quote.

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,

They have changed stories more than once and balance steadily going up. I am not paying for something I have already paid off!!

Review: First, I went in to the store and bought a computer and ordered a bed. They informed me that the bed would not be delivered until the 24th of the month because they did not have all the parts. This was the fourth of the month. They called on the 23rd and said the driver would be calling to set up a delivery time on the 24th. I called on the 24th because I had not heard anything and was told that it would be the 25th before the bed would be there. On the 25th I still received no call, so I called again and was told it would be the 1st before the bed got there. No one ever called and said that no one was coming. I had gotten rid of my children's old beds and was getting the run around on the new bed.

Second, I missed my payment. I will be paying it by the due date next month, but I missed the last one. They call me multiple times a day from multiple different phone numbers. Some leave messages some do not. My voicemail is full right now so they cannot leave messages. The calls started today 9/26/14 at 8:37 am. I have received 6 calls since then and it is 11:59 right now. The calls came in at the following times: 8:37 am, 9:45 am, 10:24 am, 10:39 am, 11:12 am and 11:47 am. They have also been calling my work phone. I had to call them and tell them that they were going to get me fired. No more calls since then. The customer service was terrible and now the collections are violating the Fair Collections Act. My next report is to the AOG about the harassing phone calls.Desired Settlement: I expect collection phone calls, but this is a little out of control. There is no need to call me every 30 minutes. They should stop calling so much. I also received no kind of apology for the ridiculous way I was treated over the bed. I had to cancel the order and did not get the money back that I put down on it. It was instead transferred to the computer contract but does not show up in the balance.

Business

Response:

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

regarding account #[redacted]

stated she purchased a computer and a bed; however, the bed was not in

stock. She signed a replacement contract

removing the bed and she kept the computer.

According to our records, [redacted] signed a 24-month replacement

contract on July 25,

2014. That contract stated the

first payment was due on September 4, 2014.

[redacted] began receiving collection calls when her payment became past

due.

[redacted] made a down payment of $190.00 for the total amount of the

contract including the bed. When the

replacement contract was implemented, the $190.00 transferred to the new

contract.

The payoff balance on the account as of September 30, 2014 is

$1142.53. This includes a past due

payment of $63.77. If [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 value [redacted] as a customer and appreciate her bringing this

matter to our attention.

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,

There is no care for customer satisfaction from this company. Still absolutely no regard to the fact that my children had to sleep in the floor due to the fact that Conn's could not get the order together in the time they told me. No regard to the stress it caused and the manager st the store was trained well by corporate in the fact that he didn't give a darn either. Great customer service Conn's. I let everyone that brings you up about how the company is and will continue. As far as the collection calls go, I understand that I am late on the payment, but for your company to call me 6 times in 4 hours is ridiculous and considered harassment. Since you didn't address the complaint and just the fact that I am late on my payment, the next time I feel like you are harassing me, I will contact the attorney general and get it taken care of...

Business

Response:

Thank you for the additional opportunity to respond to

[redacted]’s concerns regarding account #[redacted] stated she

purchased a computer and a bed; however, the bed was not in stock. She signed a

replacement contract removing the bed and she kept the

computer.

According to our records, [redacted] signed a 24-month

replacement contract on July 25, 2014.

That contract stated the first payment was due on

September 4,

2014.

[redacted] began receiving collection calls when her

payment became past due.

We will place a cease and desist on the telephone

numbers associated with [redacted]’s account.

We value [redacted] as a customer and sincerely apologize for

any inconvenience she has experienced due to this matter.

Review: The bed I purchased from Conn's was really loose and would move side to side when I was on the bed. I called the technician to come out and fix it. The tech from Conn's aid they tighten the screws and that's all they could do the bed was still whobbley and did no feel sturdy. I keep calling conns several times and they never send a tech out. One night I was sleeping on the bed with my wife and 5 yr old daughter ,and the bed fell o the floor. I looked at the bed and the frame was bend and the screws were all bend and sripted as of they had been forced in. I called Conn's and they said warranty was over. And we have to continue to pay or the bed. They broke the bed and we could have gotten hurt. And they will not work with us, I need a bed and I have to continue to pay for a broken one. That's horribleDesired Settlement: I need a replacement or I need to stop making payments without affecting my credit or just my money back.

Business

Response:

Thank you for the opportunity to

respond to [redacted]’s complaint. Our records show on 6/12/11, [redacted] purchased a

Trevisio king bedroom set which consisted of eight pieces; headboard,

footboard, rails, (2) accent chest, 7-drawer dresser, 5-drawer chest, and

mirror with a limited 1-year manufacturer warranty which expired on 6/13/12. [redacted] elected to

have his bedroom set delivered; [redacted] signed acknowledging he received

his bedroom set on 6/14/11 in good order.

We received [redacted]’s

complaint and found he contacted our service department on two separate

occasions regarding his headboard.

· On 7/13/11, [redacted]

contacted us; stating the headboard was squeaking, not sturdy, and was

loose. We attempted to contact [redacted] on several occasions to

schedule service, however due to no response his service order was cancelled.

· On 8/09/11, [redacted]’s

service order was re-opened and he was scheduled for service on 8/13/11. During [redacted] inspection the serviceman found the bed was squeaking and the legs on

slat needed to be adjusted. The serviceman adjusted the legs and

tightened loose screws.

Our records show [redacted]

contacted service on 9/04/14 requesting to have service on his

bed rails; [redacted] was advised his items were no longer covered under

warranty. At this time we are unable to honor [redacted]’s request for

an exchange or refund; [redacted] bedroom furniture is no longer covered under

warranty as of6/13/12.

If we may be of further

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

Kind regards,

Consumer

Response:

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

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

Regards,

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,

Review: My name is Latasha Gipson. I purchased a living room set and bedroom set from Conns. I filed a report under the warranty and the repair coverage that they have back in May of 2014, they sent an independent adjuster to my home name [redacted] and another guy. They took pictures and advised that the sofa pillows would be replaced, the mattress would be replaced and the broken bed would be fixed. I purchased the mattress due to the salesman informed me it was like a hotel bed and it would help my neck considering I had neck surgery. The adjuster left and informed me that it should be resolved in 2 weeks. I never heard from anyone in the Conns warranty department and the adjuster left with pictures of my home. I called several times to complain and finally spoke with another person. They apologize for no communcation and Sent someone else out another independent adjuster to do the same process. He took pictures of the furniture, and stated the same thing that The sofa pillows on the bottom and top would be replaced, the mattress would be replaced and the bed would be replaced if they couldnt repair it int he month of July of 2014. He assured me that everything would be repaired and or replaced. I made several calls and have a witness that was there when both adjusters came and said the same thing they both have the pictures. Today 11/18/2014 no response, no letter in the mail, no repair, and no replacement and I am still paying for broken furniture and the mattress has caused me excrutiating pain since my neck surgery!!! I spent $6000-8000 on furniture that had no quality and is not working. I need your help!

Business

Response:

Thank you for the opportunity to respond to [redacted]

complaint. Our records show on 8/18/12; [redacted] purchased the [redacted] bedroom set which consists of four pieces

(headboard, footboard, rails and media chest), a [redacted] mattress and box

spring, the [redacted] furniture set which consisted of the loveseat and

sofa, two Madana end tables, and a Madana cocktail table all with a 48-month

FurnitureGard Plan.

We received [redacted] complaint and found she contacted our

service department on two separate occasions for repair needs regarding her

sofa, loveseat, mattress, media chest, both end tables and cocktail table.

Review: We bought all furniture, appliances on 6/16/12, in denton, tx. We bought the warranty for the furniture at that time, good for 4 years.I called conns because the sofa was ripped. The lady asked me what it looks like. I said it looks like it is peeling to me. That was my mistake. They denied because I said peel. I told them, it started with a pen mark my autistic son did and that caused the rip, then it started peeling very quickly because we sit on the sofa. I have called so much on 11/7/14, 11/15/14 spoke to [redacted] he said he would refile with the rip (not peel word), the ticket number is [redacted].Also called 12/3/14, 12/16/14 spoke to [redacted] she said it was closed to no response, she said she would escalate. They just keep denying. I called corporate and asked if I could speak to someone higher up, they hung up on me. The man that came took a picture of the rip, but didn't bother taking a pic of the rip on the back. He said they would cover it, the materials would be sent to my home, then I call to schedule repair. At one time I waited 2 weeks for the delivery because they said they would send. When I called they said its denied. The Conns warranty talks about not covering peel on leather, my sofa is not leather. Me saying peel and knowing that is started with the pen that caused the rip then it peeled should definitely be covered, the rip on the other side is the same piece.Desired Settlement: Refunded or repair.

Business

Response:

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

regarding a purchase under the name Jesse [redacted]. Our records show on 6/16/12, Mr. [redacted]

purchased the Catnapper [redacted] Brown Reclining living room set which consisted

of three pieces (sofa, loveseat and reclining) all with a 48-month

FurnitureGard Plan and received delivery in good order on 7/17/12. The

manufacturer list the material used on the [redacted] Reclining set as bonded

leather; please refer to the manufacturer’s website for details regarding the

material used on this product.

We received Mrs. [redacted] complaint and found she contacted our service

department on 10/20/14 stating her sofa was ripped due to a pen mark and the

cushions were sinking. A service appointment was scheduled on 10/30/14; upon

inspection the serviceman found both the left and right arm pillows were flat,

the left cushion was flat and the right cushion was peeling. A furniture claims

specialists contacted Mrs. [redacted] on 11/6/14 to inform her that we could repair

the sinking cushions however; peeling of the material was not covered under the

Terms and Condition of the FurnitureGard Plan. We attempted to contact Mrs.

[redacted] to scheduled a service appointment to repair the arm pillow and cushions

however; we were unsuccessful therefore the service order was cancelled.

Although the peeling on Mrs. [redacted] sofa is not covered under the

Terms and Condition of the FurnitureGard Plan, Conn’s has agreed to continue with

repairs on her cushions and arm pillow. Our records show we have ordered the

necessary parts to complete repairs; once we receive the parts Mrs. [redacted] will

be contacted to schedule a repair date.

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

service at [redacted]

Kind

regards,

Business

Response:

Thank you

for the opportunity to respond to Mrs. [redacted] additional comments. Mr.

[redacted] signed contract dated 6/16/2012, as well as invoice list the furniture

set as the [redacted] Brown Reclining furniture and the manufacture list the

material used on the furniture as bonded leather. Based on the serviceman’s

findings and photos provided at the time of inspection, it was determined the

reported damages resulted in the material peeling which is not covered under

the Terms and Condition of the FurnitureGard Plan that was purchased. The

serviceman was able to touch up a small rip that was reported on Mr. [redacted]’s

loveseat with compound however; the sofa’s material was peeling which again is

not covered therefore, we are unable to continue with repairs regarding this issue.

As promised

on our previous response, our records show on 1/23/2015 the serviceman added

polyfill to the left and right arm pillows as well as the cushions on the sofa

to complete repairs.

We have

included pictures of the damage as well as a copy of Mrs. [redacted] invoice and

Furnituregard Plan.

If we may be

of further assistance, Mrs. [redacted] may contact customer service at

Kind regards,

Review: We received a prequalification letter one year ago from Conns, we wanted to purchase an air conditioner , but we were told we were not qualified. One year later we received a telephone call from [redacted] to come in and update our information and we will qualified for the purchase . We went in and updated our information , complete with work phone numbers , but again we were told we were not qualified . At that time , we called the home office and asked to be taken off the mailing list and the calling list . Three weeks after that , we received another prequalification letter and a phone call at my job from [redacted] , that if we came in to the store he could facilitate the purchase of an air conditioner . We went to the store , he was busy with another customer , we waited for him to finish , but then he got too busy to see us .Desired Settlement: Stop Contacting me at work and stop sending correspondance

Business

Response:

Thank you for

the opportunity to respond to [redacted] concerns regarding promotional

letters and calls she has been receiving.

We have placed

a cease and desist on the telephone numbers provided by [redacted], as well

as, removed her name from the mailing list.

Please allow

up to 24 hours for the process to complete.

If [redacted] receives any further mailings or phone calls after the 24

hour period, we ask that she contact us directly so we may address it further.

We value [redacted] and apologize for any inconvenience she has experienced due to this

matter. Thank you,[redacted]

Review: I initially opened an account with the company in 2012. About every other month I would receive notices from Conn's about my available credit and inviting me to come into the store to purchase more merchandise. In July 2014, I went into Conn's and purchased a washer and dryer. At that time, I had $4,000 in available credit and the washer and dryer was roughly $ 1700. I received a new coupon payment booklet and I begin to make my payments according to the new payment. At no time, was I told that I was opening another account; nor would I have opened a second account since I had available credit on my existing account. In mid-November I started receiving multiple calls a day from Conn's demanding $9.00 in late charges. Since the amount was so little I decided to wait until I made my next payment and just add $9. When I went to make my payment online, I accidentally locked myself out of the account. I had to call Conn's to get my account unlocked and that is when I discovered that I had 2 open accounts instead of my initial account. I was told by the customer service rep that she would take care of combining the accounts. I then made my payment online. The next day I was called 3 more times by Conn's. I informed them of my payment and that my accounts were supposed to be combined. I was told that perhaps the system had not updated. Today, I was called by Conn's and told that I still had two accounts and that it was my responsibility to fix the situation. I was also told that my credit was going to be negatively impacted unless I paid them $70. When I pointed out, that this was not a situation of my doing and that Conn's should fix the problem, I was told that I needed to go into a store and fix it myself and then $70 was demanded. I have paid my account (the only one I was aware of) each month.Desired Settlement: I would like for Conn's to fix their mistake and combine my two accounts into one. I also do not want my credit to be impacted since this was not my fault and I have been paying.

Business

Response:

Thank you for

the opportunity to respond to [redacted]’s concerns regarding the combining of

her two accounts.

According to

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

December 29, 2012 which created account #[redacted]. This contract included a 12-month no-interest

financing promotion. [redacted] signed another

30-month retail installment contract on June 27, 2014. This contract created account number [redacted].

These two

contracts could not be combined because [redacted] has the 12-month no-interest financing

promotion on account #[redacted]. When

one contract has the no-interest financing promotion, it cannot be combined

with other retail installment contracts.

[redacted] has

not received any negative credit marks on either account. The next payment on account #[redacted] was

due on November 10, 2014 with a minimum amount due of $70.87. The next payment on account #[redacted] is not

due until January 10, 2015 in the amount of $100.13.

We value [redacted] as a customer and appreciate her bringing her concerns to our

attention. Thank you,Cheryle S[redacted]

Business

Response:

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

concerns regarding her accounts.

Review: I purchased a 75" TV. At the time I was told that if the price goes down with in 30 days or is there is a sales I would be issued a refund accordingly. Their Memorial Day Sale was 10% off of one a non-sales item purchased during this time. I took my receipt back to the store expecting to get a refund. They said my purchase was not covered. The TV was a Samsung 75" smart TV and costs 3,999.00. In my opinion Conn's looks for ways not to honor their commitment.Also while in the store, I noticed that I had rated their store a 5. I never rated their store or my buying experience. They are supplying false ratings to the public to improve their store status.Your help in this matter is appreciated.Desired Settlement: I would like to receive my 10% discount on my purchase of $3,999.00.

Business

Response:

Thank you for the opportunity to

respond to Mr. [redacted]’s complaint. Our records show on 5/09/15,

Mr. [redacted] purchased a Samsung 75” 4K Ultra HD Smart TV with a (37-month Repair

Service Agreement). Mr. [redacted] elected to pick up his television from our

Port Arthur, TX location store 005; Mr. [redacted] signed his invoice acknowledging

his TV was received in good order.

After researching Mr. [redacted]’s

complaint we found after he made his purchase on 5/09/15 he received a 10% off promotional offer to use towards his next

purchase. Mr. [redacted] went into his local Conn’s in attempts to use his

promotional offer to receive a Price Guarantee on his previous purchase.

Mr. [redacted] was informed that Conn’s Price Guarantee excludes promotional offers;

however he could use his promotional offer towards a new purchase. After

reviewing his purchase we confirmed the price of his television has not changed

since the time of purchase. At this time we are unable to honor Mr.

[redacted]’s request to credit his account.

If we may be of further assistance,

Mr. [redacted] may contact our Customer Service at 1-877-358-1252.

Kind regards,

Jana [redacted]

Review: We bought an OTR microwave at Conn's last November **,2013 and also bought a 24mons repair service agreement. When we open the box and about to install the item we found out that the door was not aligned and the panel assembly lock was broken .so I called the fix department of Conn's for them to fix it. Two person came and they said it's not repairable and they will send a letter for replacement but the request letter was denied.so I called Conn's what they can do? They said they will send again a repair man but no one showed up.So I called again the customer service telling me that the dispatched person said that no parts available and can't get the part to fix! They told me to call the store where I bought it if they can do anything. Was able to talked to the sales manager and he said I can't do anything if the fix department have no letter/ note in my account for replacement.so what is the use of my repair service agreement?i am very disappointed already coz it's been 3months that I called them but no results until now.Desired Settlement: I want Conn's to replace the item if they can't fix it.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show [redacted] purchased a Samsung OTR microwave with us on 11/**/13, which was

picked up and installed by someone other than Conn’s delivery. [redacted] contacted us on 12/**/13 and

stated the door would not close properly and that the panel was broken. A service call was set-up and upon inspection

the technician found the hinge and display cover had been damaged. The service order indicates the customer was

advised the damage was not covered by the warranty. [redacted] contacted us again on 1/*/14, and

stated she called Samsung and they advised her unit was not repairable and

needed to be exchanged. Based on that

information we contacted Samsung on her behalf and they agreed with the technicians

findings that the microwave was not repairable and also agreed that the damage

was not the result of a mechanical or electrical failure therefore, would not

be covered by the manufacture warranty or the repair service agreement.

Conn’s is willing to offer her credit of $199.99

toward another OTR microwave as a gesture of goodwill. [redacted] may visit her nearest Conn’s to

complete the exchange.

Attached is a copy of the signed service order.

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

may contact us at 1-877-358-1252.

Sincerely,

Customer Relations Officer

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: We purchased a couch from Conns and also purchased the extended warranty. The stitching came unstitched and we were told that is not covered under warranty. They sent multiple technicians out who told us one thing but Conns told us the technician told them something else. Since the cushion in the couch was collapsed they did end up replacing both couch cushions. They shipped me both cushions from separate places. One cushion is fine but the other rips like paper and is made of a different material. It took between three and six months last time to get the first issue fixed. I received a phone call from Conns today 1/**2014 saying that the technician said that there was not a problem with the couch cushions. I have security cameras in my house that show the technician running his fingers in the hole of the ripped material telling my wife that it needed to be replaced. Ive talked to all the contacts Conns provided including the repair company they sent and have not been able to get this issue resolved.Desired Settlement: Replace the couch completely.

Business

Response:

Review: Over the past few months I have been repeatedly hassled and bothered by Conns robo call machines. They claim my account is past due, however, Conns has neglected to change my payment date as requested by me and APPROVED by Conns in January 2014. My account payment due date is the 2nd of each month. I had called to get it changed to the 12th of each month due to my pay frequency change at work. Conns agreed to the payment terms change of date and said I could start making my payments on the 12th of the month. Since they, Conns has neglected to properly hold up on to their end of my payment date change request and have never updated my account. So, I am called up to 10-15 times daily (or more). When I do call back and speak to someone they tell me that my account is past due and they can't change me date. My account has NEVER been past due. Even when I do make my payment over the phone and my account is "Current" Conns neglectfully does not change my payment date and starts harassing me daily for more money. Also, when I do speak to someone they always say "We have your notes on file that your payment date request has been processed, but it doesn't reflect on my account. They then put me on hold and sometimes they never call back or I just hang up. As a consumer I am tired of being berated, harassed, and CONNED by Conns. Their business practices are poor and their customer service even worse. My account has been in excellent standing for the last 17 months until the last 4 months when Conns decided to not follow through on my APPROVED request.Desired Settlement: Refund of all interest charges (from opening of account) and late fees on my account and a payment date change to the 12th of each month.

Business

Response:

Thank you for the opportunity to respond to [redacted] concerns regarding the request for a due date change on account [redacted]. According to our records, Mr. [redacted] first requested his due date to be changed from the 2nd of every month to the 12th of every month on January 23, 2014. However, we could not honor that request at the time because of a past due payment. We have included a copy of the payment history for him to review.

We have updated his due date change request as of April 10, 2014 to reflect the requested change. Mr. [redacted] new due date is currently the 12th of every month. As a goodwill gesture, we have waived $15.00 in late fees, but are unable to refund the interest charges assessed on the account. According to the contract, Mr. [redacted] is required to pay interest on the account regardless when the payment is due.

We value Mr. [redacted] as a customer and sincerely apologize for any inconvenience she experienced concerning this matter.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Hello, please help review this complaint and help to get warranty honored or exchanged call it even with 800.00 I have paid .I have tried to get help from Conn's Customer Service Center and managers, also 5 Managers at Round Rock TX location given 20 1- 800 's to call put on hold long periods hung up on no solution solved .I am purchasing a living room set cost$3488.00 and, since delivered 10/2013 had a manufacture defect . Called reported was able to get a repair service man for Saturday opening until 03/2014 Per service man and good thing I went to store and got copy of work order or I would not have proof due to all my calls not noted and work order deleted ,is stated manufacture defect. The living room set 4pcs stiches coming undone arms loose .Was given manufacture # to deal issue my self per manager at location , manufacture willing to exchange set has 1yr warranty from manufacture .Per Conn's manager they will not issue credit due to loosing in living room set. I do not know what else to do I am still paying on time .Manufacture blames Conn's and they blame manufacture. If I returned set Conn's will charge off my credit when I have children and need my credit , I understand if my issue but it has a manufacture defect. Set will not last a 1 year before I need new ones . Please help my family and I get a solution please help.Desired Settlement: Please to be return with out charging off my credit first thing said to me if I return , I will loose with $800.00 payment given , exchange of living room set ,or settle with payment given of $800.00 payoff .I just don't want to stress over this issue when it has a manufacture warranty ,and the United Furniture manufacture willing to issue credit to exchange but Conn's declines due to them loosing and I don't see how when they will resale it please help .Thank you for your time and help.

Business

Response:

Thank you for the

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

on 10/30/13, Mrs. [redacted] purchased a United Furniture Melody sofa,

loveseat, chair and ottoman which came with a limited 1-year manufacturer

warranty. Our records indicate Mrs. [redacted]

contacted us on 2/25/14 stating the seams on each piece were unraveling. A

service inspection was set-up the service man conducted minor repairs by repairing

the loose threading which is a normal occurrence caused from day to day

use. Mrs. [redacted] contacted United

Furniture and they agreed to exchange the set.

We received the approval on 7/14/14 and Mrs. [redacted] was

contacted. Mrs. [redacted] reselected a

new sofa and loveseat which was delivered on 7/19/14.

If we may be of further

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

Kind regards,

Consumer

Response:

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

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

Hello,

Thank you so much for your time and help If I would of not file this complaint I don't know how much hoops I would have had to go thru with Conn's or manufacture.

I was approve for exchange of living room set .Again thank you all so much for your help and time .

Thank You,

Review: I called Conn's customer service to set up an appointment to have someone come to my home to repair my [redacted] dishwasher thru my extended 5 year warranty plan I purchased. I called on approx. the 14 or 15th of [redacted]. A man called me a few days later stating he would be at my home on [redacted] 20th at 11 am. He did not give his name or phone number. On that day he did not show up or call to cancel. I called Conn's and they said someone in their office cancelled the work order! I then told them I need someone to fix my dw asap and they said I would have a call in a few days. Again no call and I called them daily for a few weeks and got different people and answers that no one in my area...etc etc...all just to put off fixing it. Then I asked for corporate and also emailed them about my problem. Still no help what so ever! Just absurd customer service...said could take *0 days to find someone...then said no one will fix it...then they will give me store credit or different DW and I would have to either take furniture or another brand dw or appliance as they no longer have my brand!!! I am furious, and I explained that I would never purchase another brand DW, only a [redacted]. Then they said they would not honor the warranty as it was stated in my contract and also on the receipt for the FULL Replacement cost of 999.97...said they do not have to although it clearly states in their warranty contract that they MUST refund the full retail replacement value if they cannot repair or exchange it with the same brand and options! I have my contract and the one they emailed to me and both state that is what should be done. At this point I no longer want to buy anything from Conn's again or do business with this company. They person who sold me the dw and the warranty guaranteed that if cannot be fixed or replaced that Conn's will have to refund the FULL RETAIL price of 999.97 so that I may purchase another [redacted] dishwasher with same features as mine. I can go on and on about the poor customer service from the warranty dept as well as the Corporate offices. It is just terrible that I have to be treated this way! I would like my refund handled as urgent, as I need to purchase a new one before the holidays. The amount they have offered is not what the Conn's warranty states and is not the amount needed to purchase another dishwasher with these exact features in the [redacted] product line. I did not purchase this product and their recommended 5 year warranty plan from Conn's, then to be treated so rudely when I need my appliance repaired. Thank you.Desired Settlement: I would like the full amount of the 999.97 refunded to me as stated in the Conn's warranty if they cannot repair, or replace the exact product or one in the same brand and features as mine. The amount paid for dishwasher and tax and warranty is 740.14 per corporate offices due to (as described by the sales person at the store) a type of "bait and switch" ad that Conn's ran at two different times showing one [redacted] dishwasher and price and then when the customer comes to the store to purchase they are told that there is a mistake in the ad so they wont honor their price. Corporate adjusted the price, and also attached the warranty receipt showing the FULL replacement cost of dishwasher if they cannot repair or replace with same model and features. That amount would be 999.97. This was mailed to me directly from the Corporate Offices on *-0*-11.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show on */27/11, [redacted] purchased

a [redacted] dishwasher from us which came with a limited 1-year manufacturer

warranty. [redacted] elected to pick up her dishwasher from our [redacted] City location, where she signed acknowledging her dishwasher was received in

good order. Our records show on */02/11, [redacted] purchased

a 48-month Repair Service Agreement for her dishwasher.

After researching [redacted] complaint we found she contacted

our service department on multiple occasions regarding her dishwasher. [redacted] last service call was placed

on **/20/14; she stated the dishwasher was not cleaning the

dishes properly and the interior/exterior light would not turn off. Due

to excessive service calls [redacted] dishwasher was submitted for an

exchange and approved on **/29/14 under the Terms and Conditions of the

Service Agreement. [redacted] was notified of the approval to select a

dishwasher up to the original amount paid which was $599.97. The original model [redacted] purchased is

no longer available and Conn’s no longer offers [redacted] products. I have

included a copy of the Service Agreement [redacted] received in the mail after

she purchased the additional warranty coverage.

Although, we are unable to honor [redacted] request to refund

the retail value of $999.97 for the dishwasher; Conn’s is willing to refund the

price she paid for the dishwasher as shown on her invoice included in our

response. We ask that [redacted] please

allow 10 business days to receive her refund check $650.19.

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

Customer Service Department 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.

Review: I went in to conn's on **-08-14 to buy a Mattresses /box-spring find one label as a firm Mattresses for 699.99 picked that one out to buy when Mattresses was delivered on **-9-14 it was not what I pick out in the store .when back in to the store to find out why was the wrong Mattresses delivered was told buy salesperson that the Mattresses was label wrong and that I could pick out a new Mattresses that was a firm but I would have to get a different one and pay 10.00 to 15.00 dollars. why do I have to pay more if lable was wrong in the store. now conn's refuse to give me a Mattresses for the price I paid but want me to pay 200.00 dollars to get 899.99 MattressesDesired Settlement: I would like the firm Mattresses for the original price of 699.99

Business

Response:

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

Our records show on **/08/14, [redacted] purchased a [redacted]

Queen mattress and a [redacted] Queen box spring both with a limited manufacturer’s

warranty and received delivery on **/09/14.

We received [redacted] complaint and found she contacted our

Customer Helpdesk department on **/10/14 stating the mattress she received was

not the mattress she selected. [redacted] states she purchased a queen firm

mattress however; upon delivery she received a queen soft mattress. We

contacted [redacted] on **/04/14 to discuss her concerns; during

conversation [redacted] stated she returned to the store to get the correct

mattress delivered but was informed that the mattress she originally purchased

at $499.99 was tagged incorrectly and retails for $899.99 however; we could not

honored the price. [redacted] also stated that the 40” Samsung television

she purchased the same day was on sales for $499.99 however; after reviewing

her contract she notice she was charged the retail value of $599.99.

After further review of [redacted] complaint we confirmed

with the [redacted] that the queen firm mattress [redacted]

originally elected was tagged incorrectly. Although Conn’s does list the model number on all price tags to

verify which model is available for the sale price listed, we have agreed to

honor [redacted] request to receive the queen firm she originally select

for $499.99. Our records show at the time of purchase, the television [redacted] elected was not on sales however; we currently have that model on

sale for $499.99. Conn’s is willing to honor the television for $499.99 as part

of our 30-day Price Guarantee. [redacted] will need to visit her nearest

Conn’s location to complete her purchase. We sincerely apologize for any

inconvenience [redacted] experienced during this process.

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

1-8[redacted].

Sincerely,

Consumer

Response:

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

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

Review: Bought a washer from them with extended warranty. .have been waiting for weeks

for service man to come and repair it...conns makes appt and dont show up

I take off work wait for repair man that dont show up ..called corporate

office they are just as bad as the service center.Desired Settlement: I want the washer fixed. .I will let the first no show go..but I want paid for my day work lost

on the second no show..and I have sent money at laundry matt. .

Business

Response:

Thank

you for the opportunity to respond to [redacted]'s complaint. Our records show on [redacted] purchased a

[redacted] High Efficiency washer and dryer both with a 24-month Repair Service

Agreement Plan.

After researching [redacted]'s complaint

we found she contacted our service department on two separate occasions

regarding repair for her washer. [redacted]'s last service call was

received on [redacted]; stating her washer was leaking oil. Our records show there

was a scheduling conflict with [redacted]'s initial service appointment

which caused her appointment to be delayed until [redacted]. During inspection, the

technician found parts were needed to complete repairs on the washer. Once we

received the parts [redacted] was scheduled for repair on [redacted]; the

technician installed the parts and tested the washer and reported the unit was

working to manufactures specification.

We sincerely apologize for any inconvenience

[redacted] experienced as a result of delay scheduling her initial service

appointment. As a gesture of goodwill, Conn's will mail [redacted] a $[redacted]

gift for customer satisfaction.

If we may be of further

assistance, [redacted] may contact customer service at [redacted].

Kind regards,

Business

Response:

Thank

you for the opportunity to respond to [redacted]'s complaint. Our records show on [redacted] purchased a

[redacted] High Efficiency washer and dryer both with a 24-month Repair Service

Agreement Plan.

After researching [redacted]'s complaint

we found she contacted our service department on two separate occasions

regarding repair for her washer. [redacted]'s last service call was

received on [redacted]; stating her washer was leaking oil. Our records show there

was a scheduling conflict with [redacted]'s initial service appointment

which caused her appointment to be delayed until [redacted]. During inspection, the

technician found parts were needed to complete repairs on the washer. Once we

received the parts [redacted] was scheduled for repair on [redacted]; the

technician installed the parts and tested the washer and reported the unit was

working to manufactures specification.

We sincerely apologize for any inconvenience

[redacted] experienced as a result of delay scheduling her initial service

appointment. As a gesture of goodwill, Conn's will mail [redacted] a $[redacted]

gift for customer satisfaction.

If we may be of further

assistance, [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.

Consumer

Response:

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

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

Review: The delivery guy that came to my house was so rude. He told my daughter that our house was nasty and stunk and that he should not be delivering to our home because of it. He referred to my daughter as a [redacted] and told her she was nasty. The delivery guy started to take pictures of my home and told my daughter that he was going to take them back to the job and show everyone how nasty we were and how we lived. The same driver proceeded to throw up on my bedroom floor where the new furniture was going and did not say anything and I stepped in it. I was so upset over the situation and I will never buy anything ever again from Conns because of the rude nasty delivery person. My daughter and I were so offended by the way he spoke to us and cut down my house. He was out in the front yard making rude comments in front of our neighbors and putting on as show outside gagging and throwing up. He has all my neighbors believing that our house is so bad and that we live like pigs.Desired Settlement: I want my 400.00 dollars back that I put down on the furniture. I am keeping the furniture and I will make the payments every month but I want the 400.00 that I put down

Business

Response:

Thank

you for the opportunity to respond to Mrs. [redacted]’s complaint. Conn’s would like to apologize to Mrs. [redacted]

for the experience she had while the delivery team attempted to deliver her product. This matter has been addressed with those

involved to ensure it is not repeated.

Mrs. [redacted] spoke with both the UST delivery manger as well as a Conn’s distribution

manager. As a goodwill gesture Conn’s

agreed to credit Mrs. [redacted]’s account $382.98, which posted to her account on

[redacted]. UST also agreed to refund her

$160.00 for her carpet cleaning and the inconvenience. A refund check was mailed directly to Mrs.

[redacted]’s address on file.

Attached is a copy of Mrs. [redacted]'s loan ledger showing the credit has been applied to her account.

If

I may be of further assistance, Mrs. [redacted] may contact me at ###-###-####

.

Review: Constantly getting the run around about product repair and they tend to lose my equipment.

It started with a lawn mower & weed eater that was purchased at the [redacted] store. The lawn mower & weed eater were purchased around [redacted] as soon as we took the weed eater out of the box and used it, it messed up. Took the weed eater back & it was sent off to repair. We were blamed for the damage to the weed eater and that my husband did not put the oil & gas mixture & was told he was responsible for the damaging the weed eater. They fixed the weed eater but not before we were called liars and accused of damaging our own property. The lawnmower went out about 1yr after purchase and I had paid on the warranty, we took it in to Conn's and was sent to repair and we were told that they would not cover the part that needed to be repaired on the lawn mower & that I would have to pay an additional $200.00 for the part & repair of the lawn mower. I was being told that it would be an additional $200.00 and if I wanted the blade to be repaired that I would have pay roughly $30 to fix the blade on the mower. I was told the reason that the lawn mower was damaged, "The lawn mower was overly used." My husband went down to Conn's to pick up the lawn mower & was told that it was sent back to Parts and Repair. It was a month later & no one knew where my mower was at. After speaking with the [redacted]", he told me that the lawn mower had been scrapped and that we would be refunded the $30.00 for the repair of the blade. After a year or more I paid on the lawn mower and insurance and still had to pay for repair & I was only going to be refunded the $30.00. [redacted] told me that if I wanted anything done I would have to call corporate & take care of it myself, I told him "What should I expect if CORPORATE does not want to listen to you and replace my lawn mower and you are a MANAGER much less myself that I am just an angry consumer!" It was a miracle and the lawn mower appeared. I was aware that it was never scrapped because Part & Repairs had told me. I have a brand new nonfunctioning lawn mower taking up space in my garage. Now to new story, I purchased the ** Touchsmart computer & was working good for a year. This product was purchased & had the warranty placed on it without even being asked if we wanted the insurance, anyway, without receiving a call a little over a month (we were told it would take 2-3 weeks) we go to check on the status of our computer & it must of been our lucky day because Conn's had just received my computer that day. We get home, unwrap the computer and the power cord is missing. The computer was wrapped in plastic wrap and a huge green paper showing that the computer, mouse, & power cord were included. I sent my husband to Conn's to ask about the power cord. If you are not there to buy anything no one seems to want to help you. My husband was told that it may have been left at Part & Repairs and that they would get back to my husband as soon as they heard something from Parts. My husband did not wait he called Part & Repair and was told that they sent the computer back whole & if it was lost then it was done at the store & it probably is in the warehouse. He returned to Conn's & was told that they had not received a response yet from Parts & that they would contact him. The whole time Parts is blaming the store & the store is blaming Parts. My husband went back for the last time today [redacted], his third trip, & was told by the rep & [redacted] again [redacted] that Part &Service is closed & that they would have to wait until tomorrow. A sales rep wanted to give my husband a regular cord, not the one for the **, to basically shut him up and get him out of the store but my husband refused the cord because the regular one is compatible with the **. The rep was accusing my husband of losing the cord or that we had it. I called customer service & reached Collections, a woman that said she is a supervisor for collectDesired Settlement: Unspecified

Business

Response:

Review: Conn's is the business to charge people Restocking Fees in the amount of 15%. Also the warranty cost is almost more the product.Desired Settlement: Want my restocking fee to be credited to my account. I had to pay a restocking fee for a defective merchandise.

Business

Response: