Conns Appliance, Inc.

Review: TO WHOM THIS MAY CONCERNIN JULY 2011 I PURCHASED A DINING ROOM SET FROM CONN'S CLOSE TO $2.000. I M MAKING MONTHLY PAYMENTS OF $39.43 MY FINAL PAYMENT ON THIS SET WILL BE IN JULY 2014. IN LESS THEN 6MONTHS OF PURCHASE THE SEATS OF THE CHAIRS BEGAN TO CHIP,CONNS CAME AND CHANGE IT OUT THEN WEEKS LATER THE CHAIRS BEGAN TO CHIP AND I ASK FOR ANOTHER TABLE SET CONNS SAID THEY COULD NOT DO ANYTHING ABOUT IT.I TRIED SEVERAL TIMES IN SPEAKING TO OTHER REPS BUT WAS NOT SUCESSFULL.FOR THIS PAST NEW YEAR ONE OF THE BACK OF THE CHAIRS BROKE WITH MY NIEACE THAT WEIGHS 99POUNDS. I'M ALMOST FINISH PAYING FOR A DINING ROOM TABLE SET THAT IS FALLING APART. WITH MY HIGH BLOOD PRESSURE THIS IS STRESSING ME OUT WHO CAN HELP ME WITH THIS MATTER?[redacted]Desired Settlement: WOULD LIKE ANOTHER TABLE SET

Business

Response:

Review: I purchased a Sony Viao laptop on Nov. 30, 2013 for myself from the Conns On [redacted]. I was at first very pleased with the product, but in day 15 the computer crashed to a black screen and I was unable to do anything. I called conns and they said to bring it. I did and I wanted a refund, I was then informed that I only had 14 days to return a product, which at the time of purchase I was not informed of this. I was then told by the manager, who had contacted the corpate office, that I had 3 options. 1.put the computer in service 2. sign a voluntary reposestion 3. keep the computere and not pay for. I find #3 plain crazy. I chose to put in service. I got the computer back a week later. Got home, mind you I live 40 minutes away from the nearest Conns. After I redid all the nessesary steps on the computer, it did it again. The computer crashed and was worthless. At this time I had talked to the main office, service, and god knows who else. I was told again of my options. I put it in service again and 3 weeks later it was fixed..they had to replace the hard drive. no longer want this computer, they won't take it back. They still have it at the store, I have been promised store credit, which I have not gotten. I have talked to managers and other peaople and promised all kinds of things so as they put, they don't want me to have a bad taste in my mouth., I have purchased many products from them and never had a problem. I have spent 16,000 dollars over the past few years. I have never been late on a payment, and even paid acccounts off early. I currently have 2 active accounts that are still being paid as of now. They still won't fix this problem. Some of the people I have talked to have been very nice,even though they have lied. Most of them are very rude. I can not believe this how you treat your loyal customers. I WILL NOT BUY ANYTHING FROM CONNS AGAIN. I WILL MAKE IT MY MISSION TO LET ALL OF YOU KNOW WHAT KIND OF COMPANY CONNS REALLY IS!!!Desired Settlement: I would like for this company to refund my down payment or give the store credit I was promised by so many.

Business

Response:

Thank

you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 11/30/13, Mrs. [redacted]

purchased a Sony Vaio Fit 15E Series laptop with 25-months Repair Service

Agreement Plan totaling $1209.88. Mrs.

[redacted] financed $1109.98 through Conn’s credit and $81.00 paid with her Visa

credit card. Our records indicate on

12/17/13, Mrs. [redacted] contacted us regarding her laptop; stating it was turning

off and freezing. Mrs. [redacted] spoke with a remote technician who was unable to

successful repair her laptop over the phone. Mrs. [redacted] was advised her laptop would

need to be sent to service. On 12/24/13,

the service technician assessed the laptop and determined the software needed

to be restored. Once restored the laptop

passed all test before it was sent back to the store for pick up. Mrs. [redacted] contacted us again on 1/06/14, stating

her laptop kept going into repair drive and wouldn’t go pass 40%. The

laptop was sent back to service where they found the hard drive had

failed. The hard drive was replaced and

returned to the store on 1/22/14 for Mrs. [redacted] to pick it up.

Mrs.

[redacted] has been contacted regarding her concerns and Conn’s has agreed to

exchange her laptop. Mrs. [redacted] stated

she will be in the store to reselect a different model. We sincerely apologize to Mrs. [redacted] for the

experience she has had regarding her laptop.

If

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

1-800-280-1514 ext 3277.

Kind

regards,

Customer

Relations

Consumer

Response:

Complaint Detail

Since apparently my last complaint won't be submitted due to already havin filed againt Conns before,I will submit again...My last issue was resolved and I was very satifed with the results, however,I have a complete different issue as of now. My father and I purchased an LG stove from the Conns on Airline Hwy. in Baton Rouge,La right before Thanksgiving 2013. On Friday Feb. 21, 2014, I went to turn the oven on and it didn't work. I checked my settings to make sure when cleaning the stove I didn't change something by accident. The convection bake and roast buttons don't work as well as my double burner is also out. So not only can I not bake, but unless it's fried or hamburger helper I can't feed my family. I have contacted the service department on Friday when it went out. Was informed I would get a call within 24/72 hours. I called the monday 2/24/2014 and they told me they mean buisness hours lol. So make long story short, they said it would be maybe somtime this week before someone contacts to set up a service call since they don't have anyone in my area, I live 20 miles from Baton Rouge. I also contacted LG, Conns told me they may fix it faster, well it'll 3/5 days before someone contacts me. I filed with LG monday 2/24/2014 so we shall see. After reading all this complaints Conns has recieved (should have done this before buying ANYTHING from them) I WILL NEVER BUY ANYTHING AGAIN FROM CONNS......I have never experienced such lack of customer service as I have with Conns. Everyone that I have talked to from customer service to the service dept. they keep pointing fingers at eachother and I get the middle finger. I am not looking for a refund just FIX IT OR REPLACE....STAND BY WHAT YOUR STUPID RECORDING SAYS WHEN YOU CALL YOUR CUSTOMER SERVICE...I HOLD UP MY END OF THE CONTRACT NOW HOLD UP YOURS

Desired Settlement

I would like Conns to either repair my stove or replace it. I am not looking for a refund just FIX IT OR REPLACE....STAND BY WHAT YOUR STUPID RECORDING SAYS WHEN YOU CALL YOUR CUSTOMER SERVICE...I HOLD UP MY END OF THE CONTRACT NOW HOLD UP YOURS

Business

Response:

Thank

you for the opportunity to respond to [redacted] complaint regarding the

range that was purchased with us on 11/6/13, by [redacted]. Our records show on 2/21/14, Mr. [redacted]

contacted us regarding his range not working properly. Unfortunately, we were unable to locate an

authorized service provider in his area.

Mr. [redacted] was contacted on 3/7/14 and advised his range would be

exchange due to the delay. We show on

3/10/14, Mr. [redacted] picked up his new range and canceled his repair service

agreement.

If

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

1-877-358-1252.

Kind

regards,

Customer

Relations

Review: On 12/**/13 I purchased a fridge at Conns my first payment was due on 01/**/14 and I already have had a service repair man out I have called Conns to see what they would do for me thinking that they would just exchange it for a new one being that there fridge is less than a month old being that I am a new customer instead all I got was rude customer service all they could tell me that they would order the part and that I would have to wait til the part came in Mean while my family and I been with out a fridge going on two weeks they offered to reimburst me $150.00 dallors for my food lost I tired to explain to them that I wanted a better solution to my problem that $150.00 was not going to take care of the facted that I couldnt keep milk or other foods for my kids to eat .To me it all sounds like they dont care about givving true customer service .Another thing they told me if I returned it I would have a 15% restocking fee for them selling me a bad fridge .Something just doesnt sound right to me .I also asked if I found my own repair man to fix the problem so that iwouldnt have to wait if they would reimbust me and they said no that that would void my warranty .all I could say is I was not givving good customer service and I will think twice about ever buying anything from this peopleDesired Settlement: I would like for them to replace my fride or take it back and refund all my money without it effecting my credit .It is not my fault they sold me a bad fridge

Business

Response:

Thank

you for the opportunity to respond to [redacted] complaint. Our records show on 12/**/13, [redacted] purchased

a Frigidaire side-by-side refrigerator which was delivered on 12/**/13. Our records show [redacted] contacted us on

1/**/14 and stated the refrigerator was freezing up and the food was bad. A service call was set-up for 1/**/14 and upon

inspection the technician found the damper control needed to be adjusted and

the Basewater filter needed to be replaced.

The filters were installed on 1/**/14, and his refrigerator was

successfully repaired.

Although

we are unable to honor [redacted]’* request, his refrigerator was repaired

within 10 days of contacting us for service.

No refund is due to [redacted] at this time.

If

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

Sincerely,

Customer Relations Officer

Review: I made a purchase with Conn's and was told by their saleman that my products qualified for 6 month interest free. When I received my payment booklet I found out that they didn't apply the 6 month free interest to my account. I have been trying to get this matter resolved with the company for a month and a half now and keep getting the run around. I have spoke to the Asst. Store manager and the store manager at their [redacted] store several times to try and get this taken care of with no resolve. They both informed me that my products did qualify for the 6 mon interest free and my account was set up incorrectly. They advised they sent a resolution letter to their offline dept but hadn't heard anything back. I made contact with the offline research dept myself and they advised they didn't have anything in their system about my account needing a resolution. So the offline research dept submitted my report on their own. I contacted them back approximately 5 days later and they said due to their research they found my products didn't qualify for the 6 mon interest free. This is not my fault that the salesman lied to me about my products qualifying. Conns needs to resolve this matter. I was specifically told by the salesman the day I purchased my products they did. I was told by the Asst manager and the store manager that my products did. Now Conns finance dept is saying my products don't. So it's okay for the salesman to lie to customers to make a commission and the company money.Desired Settlement: I would like this matter resolved by the 6 mos interest free being applied to my account like they said. I have been a long time customer of Conns. If this matter doesn't get resolved fairly. I will take my business else where. I don't do business with liars and people who want to cheat me out of money.

Business

Response:

Thank you for the

opportunity to respond to [redacted] complaint. [redacted] has been contacted by the store

manager regarding his concerns and we have agreed to honor his request for the

6 month no interest offer. We appreciate [redacted] for bringing his concerns to our attention and apologize for the manner

in which they were addressed. The matter

has been addressed with those involved to insure it is not repeated.

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

contact us at [redacted]

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,

From: [redacted]

Sent: Tuesday, March **, 2014 10:47 AM

To: [redacted]

Subject: REF: [redacted]

Are the issues

resolved? ____________Yes _____X______No

If yes, when was the issue

resolved?

______________________________________________________________________

______________________________________________________________________

If no, what issues remain

outstanding?

They did set up another account with same as cash for 6 mos. That

part has been corrected. But I had made 2 payments to that account already

and I am still waiting on them to transfer my $115.00 to my new account. They

are still dragging their feet in getting this done. It has been another month

in getting the funds transferred over to the new account. I am not sure how

long this is going to take but they keep assuring me that this will get

rectified as well. Still waiting to see if they will take care of this.

Did you ever file your case through

the court system? ______No_______ If so please include a copy of your

filing or judgment for our files.

Signature: ____[redacted]_______ Date: _____03/[redacted]2014____

Business

Response:

[redacted] has been

contacted and is aware the 2 payments made on account [redacted] are being

transferred to his new account [redacted].

We ask [redacted] to please allow 2-3 business days to complete the

process. If I may be of further

assistance, [redacted] may contact me directly at [redacted]

Kind regards,

Customer Relations

Review: I have been getting multiple calls on my cell phone from Conns Credit asking for a [redacted]. Each time, I explain that they have the wrong number. They always apologize but, they continue to call each day.My cell phone # is [redacted]. My name is [redacted] I am NOT [redacted] nor do I know a [redacted]. My cell phone is a pay as you go phone that I use for emergencies only. Not only is it harassing to continue to get calls from Conns after I've told them multiple times they have the wrong number but, I also get charged by my cell phone carrier for each call.Desired Settlement: Remove my cell phone number [redacted] from your contact records for [redacted] and stop harassing me with calls asking for him or asking if I know him.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] concerns regarding phone calls she has received regarding a

Conn’s account. We have determined this account belongs to another customer and Mrs. [redacted] phone number was linked to the account in error. We have placed a cease & desist on the telephone number associated with the phone number provided by Mrs. [redacted]. In

the event Mrs. [redacted] receives any further calls from Conn’s we ask that

she contact us immediately so we may address this matter further.

We sincerely apologize for any inconvenience Mrs. [redacted] experienced concerning this matter.

Review: I have endured numerous problems while doing business with Conns. My matter is not just a billing and sales issue but also concerns with contract falsification, customer service issues, sales issues, and service issues. The sales person first lied about the contract details and falsely gave information about the account that contradicted what was in the paperwork. After receiving the product it was broken after 2 weeks and took countless months to repair. It took numerous attempts to speak with the supervisor in order to get the product repaired. Conns is failing to uphold the deal I was promised initially by the sales person. When decisions were made on my account by Conns personnel I was never informed and they stated that they would email me regarding my account but never followed through with the request. Whenever I called to speak with a representative, they would withhold or tell me false information. I am outraged that Conns is able to do this type of business and CON people out of their money. I am hoping to find a solution through the Revdex.com.Desired Settlement: I would like Conns to honor the deal I agreed to when I initially purchased the item. They have been able to alter the terms of the agreement in their favor and gain a profit of about $1000. I was told I have 12 months to pay the item off before interest is added and I would like to have that opportunity. They have unjustly added interest to my account without explaining why or when it was added. Being able to purchase the item at the quote I was given would be the ultimate solution.

Business

Response:

Thank you for the opportunity to respond to Ms. [redacted] concerns regarding the no-interest promotional offer. According to our records, Ms. [redacted]

signed a 32-month installment loan contract with a 12-month no-interest cash

option on May

7, 2013 with an expiration date of May 7,

2014.

At the time of purchase Ms. [redacted] was provided

a copy of the invoice and no-interest cash option terms. Our records show Ms. [redacted]’s cash option

voided in December due to the late payment that was made. We show the February’s payment was late as

well. Due to the untimely payments paid

on this account, we are unable to reinstate the cash option. The current balance is $2,601.27 and

the early payoff is $2,201.80. The

next monthly payment of $129.49 is due on May

7, 2014.

We have attached a copy of the signed contract,

cash option agreement, invoices, and payment history to Ms. [redacted] to review

and retain for her records.

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.

I recently went into a Conns location where they informed me that my cash option should have not been taken away. I am being told conflicting information on this issue.

Regards,

Business

Response:

To better assist Ms. [redacted] we have reattached a copy of the signed

contract, cash option agreement, invoices, and payment history for her to review. If she finds an inaccuracy, she may contact our

Customer Service department at that time to discuss. Customer Service can be reached at [redacted]

Kind

regards,

Customer Relations

Review: I have used Conn's for years, recently I started receiving collections calls, I was confused since I mail them a check every month. When I contacted their corporate office they tell me I missed a payment of $53.00 for may. I was confused...I went in on April of 2013 and gave them $960.00 to apply to my balance as a whole!! They informed me that they now did their financing through GE capital....I was also purchasing a new T.V., so what ever balance was left needed to be combined with the purchase of the television and I went on about my business for a year sending in payments. Now they tell me that what they did was keep my $960.00 and distribute it monthly over the last year to the purchase of my refrigerator. Is this not wrong? I specifically told them to apply that amount to my principal balance...they did not....they doled out the money into monthly payments so they could milk the interest and now they want two separate payments one for the T.V.and one for the refrigerator! To me that's like going to Sears buying a pair of Levis and after you send in your payment to Sears you get a bill from Levi also. They are blowing me off and passing me around from one person to the other blaming the local store I just want this issued resolved!!Desired Settlement: I would like for my $960.00 to been applied to the balance of my account back in 2013 as a whole or they can apply the interest they have stolen over the past year towards my current balance and I want my payments combined as they should have been a year ago and not to have to pay more monthly. This after all is their mess.

Business

Response:

Thank

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

#[redacted].

According

to our records, Mrs. [redacted] signed a 36-month retail installment contract on

September 5,

2011. She made regular payments

each month on the account.

On

April 2, 2013

Mrs. [redacted] called our automated system and obtained a payoff quote of

$963.61. That same day, she remitted a

payment of $962.00. Mrs. [redacted] made

another purchase on April 2, 2013; however, this purchase was financed by G.E.

Capital. A Conn’s credit account and a

G.E. Capital credit account cannot be combined; as they are financed with two

different entities.

Mrs. [redacted] called the automated system

again on August 18,

2013 and received another payoff quote of $132.10 on

account #[redacted]. Therefore, Mrs. [redacted] was aware there was

still an outstanding balance on the account.

As

of May 22, 2014

the payoff balance on account #[redacted] is $328.54. Please note, payoff balances

update daily. If Mrs. [redacted] would

like to pay the account in full, she would need to call the day she plans to

remit the payment to obtain an up-to-date payoff quote.

Review: We purchased a refrigerator from Conn's in November 13' with a guaranteed delivery refund after "X" days. That time expired 2 months ago and we've contacted them twice regarding our refund check. Their excuse was that "many customers purchased during that time period so we're back logged processing the refund checks, but yours is now in the mail." We've contacted them twice and received the same response. We also returned our request via Certified Mail [redacted] signed for the envelope therefore we have proof of delivery.I've also researched on the internet and found that there are *Many* complaints of this very same issue.Desired Settlement: Refund immediately.

Business

Response:

Thank you for the

opportunity to respond to Mr. [redacted] complaint. Our records show on 11/19/13, Mrs. [redacted] purchased a LG refrigerator from us. At

the time of purchase Conn’s offered free delivery via mail in rebate. Per the free delivery rebate offer, once the

claim has been received there is a 10 week processing time. Customers are able to check the status of

their rebate by visiting www.rapid-rebates.com. We have check the status of Mr. [redacted] rebate

on his behalf and found his rebate was mailed to the address on file

3/12/14. The website indicates the rebate has since

expired. As a goodwill gesture Conn’s is

willing to reinstate the delivery offer.

A check for $79.99 will be mailed to [redacted] within the next 7-10 business days. If

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

Kind regards,

Review: I purchased a washer dryer and a dishwasher from conns on 3-27-2014 totalling 2711.56 it was supposed to be free delivery. Because I told the sales rep I wanted to take it home myself and she said I get free delivery since purchase was over 699.99. When delivered I didnt need dryer hose they charged 14.99 for so I sent it back. They told me the credit would be on my account. I called the amarillo tx store manager amd he said he would to the credit it never got done. I called customer service 3 times about the refund for both deliver and 14.99 dryer duct I just kept getting the run around. Transferring me from place to place. Its been a month now anf still nothing has been done.Desired Settlement: I want the 79.99 and the 14.99 plus applicable taxes that I paid refunded to my account

Business

Response:

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

3/27/14, Mr. [redacted] purchased an LG washer and dryer, LG dishwasher, GE dry

cord, GE dyer duct with clamps and delivery totaling $2711.56. Our records show

as of 5/2/14, a refund of $16.23 has been processed to Mr. [redacted]’s account for

the dryer duct with clamps that were never received. After further review and

research, we show Mr. [redacted]’s purchase did not qualify for the free delivery

rebate offer when the purchase was originally made. At the time of purchase, we

offered free delivery on all appliances $699 and up however; Mr. [redacted]’s

appliances were all below the required purchase amount. As a good will gesture,

Conn’s has agreed to honor the free delivery rebate offer and refund Mr. [redacted]’s

$79.99 delivery fee.

If we may

be of further assistance, Mr. [redacted] may

contact Customer Service at [redacted]

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,

I purchased a washer, dryer and dishwasher from conns on march 27 2014 I bought the extended warranty and was supposed to get free delivery. I canceled the extended warranty on april 15 2014 because I found it cheaper somewhere else. I was told it would take about 2 weeks to have it removed. I waited 2 weeks and it wasnt removed from my account so I called conns customer service and they told me that it could be up to a month and that it doesnt show they recieved a cancelation for the warranty. So I called the amarillo conns and spoke with [redacted] the general manager, he sent a email telling them to remove the delivery charge and extended warranty. I called conns this morning and it has yet to be removed. I called [redacted] again to have him get ahold of someone in corporate and has this taking care of today but he says he cant get ahold of anyone in corporate.

I want the cost of the delivery charge anf all 3 extended warranties removed plus all taxes I paid.

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted] rebuttal. Our records reflect

that Mr. [redacted] warranties were cancelled and a full credited was applied to

his account on 5/21/14. A delivery

refund check was mailed to his billing address on 5/6/14. We have

also mailed a copy of his account loan history for his records.

If we may

be of further assistance, Mr. [redacted] may

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

Kind regards,

Review: Conns delivered a defective sofa on May 24th. The backboard frame was never straight and caused it to brake even more after having it less than forty-eight hours. Within those same forty-eight hours, the front bottom frame broke because Conns delivery men did not correctly put together the sofa and was missing an extra leg in the front of the sofa that made it collapse to the floor. It has now been over five weeks and I have not been able to receive an exchange and no calls have been returned.Desired Settlement: I am wanting a new sofa. Conns is wanting to send parts for the sofa to be fixed but is not what I am wanting. The sofa was already a defect when I was sent to me and is only right for them to send me a new one. it was not my fault that the sofa broke they way it did and am ready for a replacement.

Business

Response:

Thank you for the

opportunity to respond to Mrs. [redacted] complaint. Our records show on 5/19/14, Mrs. [redacted] purchased a Belmont sofa and

loveseat with a 48-month Furnituregard Plan. Mrs. [redacted] also received

a free Haier 32” LED TV and elected to have her items delivered bringing her

total purchase to $2747.35. Our records show Mrs. [redacted] was scheduled

for delivery and received her items on 5/25/14 in good order. Our records show Mrs. [redacted] contacted us

on 6/05/14, regarding her sofa; stating the frame was

broken when the item was delivered. Although the delivery ticket does not

indicate any damages a service call was set-up for 6/12/14; during the assessment the technician found the

sofa front rail broken due to no center support leg, the top cross bar was

broken and the rear cross board where the springs are attached are warped with

multiple cracks. After reviewing Mrs. [redacted]’s service history Conn’s

has agreed to honor Mrs. [redacted]’s request to exchange her sofa. Mrs.

[redacted]’s sofa is scheduled to be delivered on 7/03/14.

If we may be of further

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

Kind regards,

Review: On Feb. 1 2014 I purchased a washer and dryer from Conns Lufkin Store. On June 6, 2014 I started getting a error message on the washing machine and no water would run through it. I called the service center for them to send someone out to fix it. After not hearing from them in 4 days I called back and was told they did not have a repairman in this area to fix it and that they would replaced the washer with approval.They had me do another agreement on the 17th and I was told that they would deliver the washer on the 18, which they did not. I have called these peoples several time includeing the head office. I have been with out a working washing machine just about the whole month. I have lived up to my agreement, they have not.Conns policy is Conns authorized service technicians are dedicated to repairing your product as quickly as possible. I am also paying for extended warranty on the washer and dryer.

Product_Or_Service: HE TOPLOAD WASHER

Order_Number: [redacted] Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I want a refund for this month that I was not able to use my washer. I also want Conns to come to pick up this washer and dryer without me having to wait another week before I can purchase another one and wash my clothes. I am also writing this so there will be no repercussions on my credit, because they have not work with me any kind of way in honoring there agreement. If there is any way you can help me convince the to come and get this washer and dryer, before the

Business

Response:

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

2/1/14, Mrs. [redacted] purchased a Samsung washer and dryer with a 24-month

Repair Service Agreement Plan. On 6/6/14, Mrs. [redacted] contacted us stating the

washer is displaying an error code “1E”. Although we did not have a service

technician in her area, we contacted the manufacture to locate an authorized

service provider however; due to the location we were unsuccessful in our

attempts. On 6/16/14, we received an approved authorization from the

manufacture to exchange Mrs. [redacted] washer due to the delay. Mrs. [redacted] was originally scheduled for delivery on 6/25/14 however; due to the weather

our delivery team was unable to deliver the unit as scheduled therefore

delivery was re-scheduled for Wednesday 7/2/14 which is the only day of the

week we deliver to Crockett, TX. On 7/2/14, Mrs. [redacted] was contacted by

Conn’s delivery to provide an estimated time of arrival however; Mrs. [redacted]

informed our delivery team that she did not want another washer and wanted the

old unit picked up therefore the new washer was not delivered. At this time we

are unable to honor Mrs. [redacted]’s request to return her washer. Conn’s offers

a 30 days Return and Exchange Policy on appliances; Mrs. [redacted] has been

approved to exchange her washer and the unit is still available for delivery. Mrs.

[redacted] will need to contact delivery to schedule a Wednesday appointment that

is convenient for her. In addition, as a good will gesture Conn’s has agreed to

honor Mrs. [redacted]’s request an issue a credit of $89.14(monthly payment) to

her account ending with 05-31.

If we may

be of further assistance, Mrs. [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.

From: [redacted]

Sent: Monday, July 21, 2014 3:20 PM

To: drteam

Subject:

In anser tio your email onjuly 10 2014. The problem has not been resolved. The washer and dryer is still at my house. They refused to pick it up and telling me I have to pay the balance on the account. I only had the set for 4 months before the washer broke. Like I stated in the last email I was paying for the exstended warranty, therefore I shouldnt have had to wait over a month to have it repaired. I have called them several times to come and pick it up, without results. They did not give me a refund for the month of june and I did not make a payment for the month of July. All I want is for them to comeand pick them up at this point.

Regards,

Review: To Whom it may concern:On Wednesday May 14,2014 in the evening I called the customer service @ [redacted] to process a payment on account #[redacted] for 5/23/2014. The representative in error processed the payment that day. I discovered this error at dinner with my family when my debit card was declined! One of the most humiliating experiences in my life. I want these funds immediately placed back into my account. I look forward to Conns response to an extremely difficult situation. No customer wants to feel slammed when calling in to make payments. I no longer trust Conns and hope you remedy this situation to allow any type of future business relationship. My electric bill is due 5/21/2014 and I need this money back in my account to pay it. As of 5/28/2014 nothing from Conns.Desired Settlement: I would like all of my accounts closed to zero balance. I will no longer do business with Conns. The Customer Services department showed no empathy. No apology. My impression was this is status quo.

Business

Response:

Thank you for the

opportunity to respond to Mr. [redacted] concerns regarding account

#[redacted].

Mr. [redacted] stated he called on May 14, 2014 to schedule

a payment for May 23,

2014 on the account.

According to our records, Mr. [redacted] called on May 15, 2014 to process

a payment on account #[redacted]. We have listened to the recorded call and

found that Mr. [redacted] first told the agent he wanted to schedule the payment

for May 23, 2014;

however, when the agent confirmed the payment, she asked Mr. [redacted] if he

wanted to process the payment on that day and he said yes.

Due to the miss-communication, we will refund the $30.00

NSF fee; however, we cannot refund the $129.14 payment because it was returned

by Mr. [redacted]’ financial institution.

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

any inconvenience he has experienced due to this matter.

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.

Conns offered to extend my 12 months same as cash financing to 3/1/2015. I need another letter from Conns verifying this change has indeed been made. The last written correspondence from Conns still showed my 12 months same as cash financing ending 2/1/2015.

Also, there has been significant interest charges added to my account while Conns dragged their feet in updating my new payment date. As the customer, I shouldn't be held responsible for what Conns didn't get accomplished since June.

Please advise me of these (2) outstanding matters.

Regards,

Business

Response:

Thank you again for the

additional opportunity to respond to Mr. [redacted] concerns regarding account

#[redacted].

We are in the process of reversing the late payment

fee assessed on July

25, 2014 and reinstating the no-interest financing promotion. Please allow

7-10 business days for all updates to take place.

Review: We bought a Dining set from Conn's on 07/18/2014. We were advised that on 07/19/2014 We would have partial delivery, which included table and 3 of the 6 chairs order. After spending HOURS in the store on the 18th of July we were OK with partial delivery. When the Delivery drivers arrived at my home, they only had our table. As I spoke with the Manager [redacted] at the Aurora, CO he advised that the 3 chairs that I was suppose to receive were sent to a new store in Colorado for their Grand Opening, and he was not sure when my chairs would arrive. We went back to the store on 07/21 to get a date on delivery of my chairs. Again we were told by [redacted] that we should receive the chairs in 2 weeks. Since 07/21 no contact from anyone at Conn's. I called the store on 08/04 @ 4:49 pm mst to find out the status and a Manager named [redacted] advised he would call me back. At 6:40 pm no phone call from [redacted], so we decided to go to the store and talk to Manager. We encountered a gentlemen named [redacted] "Store Manager." After [redacted] going through an emails to find the status, calling the Buyer in Texas we still had no clear answer to the status of our chairs. [redacted] advised he would check with a buyer on 08/05 and give me a call. (Approximately 8:00 pm) I decided to call Corporate office and called a call center and spoke with [redacted], she advise she would report the issue and I would get a email with a ticket number. Never received an email. I did not get a call from [redacted] I recieved a call from Katja tell me that [redacted] was out of town and that the chairs have an estimated arrive date of 08/15, and could be deliverd 08/16. WE have been eating while standing and we had to go buy tray tables in order to eat because of no chairs. I feel that we have been lied to by at least everyone that we come in contact with at Conn's and I am very disappointed.Desired Settlement: I have my first payment due on 08/24 and still have not recieve all of my product. I want the 6 chairs immediately and compensation for the inconvenience, and suffering we had to endure traveling back and forth to the store.

Business

Response:

Thank you for the opportunity to respond Mrs. [redacted] complaint. Our records show on 7/18/14, Mrs. [redacted] purchased a

Crown Mark Contempo dinette set which consisted of eight pieces; (six) chairs,

table top, and table leg with a 48-month Furnituregard Plan on all eight

pieces. Mrs. [redacted] also elected to

have her dinette set delivered bringing her purchase total to $1,770.70. We have received Mrs. [redacted]’s complaint and

confirmed there was a delay in completing her order. As of 8/17/14, all items have been received

and Conn’s has offered Mrs. [redacted] a refund of her delivery and an additional

$140.00. We ask that Mrs. [redacted] please

allow 7-10 business days for the credit to be applied to her account. We sincerely apologize to Mrs. [redacted] for

the delay and any inconvenience caused.

If we may be of further assistance, Mrs. [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,

I am not satisfied with the fact I went into the store on 08/17/2014 and requested to the Manager [redacted] to remove the 48 Month Furnituregard Plan. It looks like my request was ignored. Conn's promised a delivery of the items on 08/16/2014 before noon, the delivery did not happen until 8:48 pm, and 2 of the chairs were damaged. The waiving of the delivery charge and an additional $140.00 credit is appreciated however I would like to 48 month Furnituregard removed immediately.

Review: I have been having problems with the service department for replacement of my refrigerator the technicians have told me that they have been having problems with the same refrigerator that I have. The freezer has been clotted up already four times and it's the same thing. First one customer service tells me that if it was the same they will exchange it. Now that I call again to find out about what's going on the replacement. Now another service person tells me that it has to be three times with in the same year. There giving me the round a round. I already paid off this refrigerator. It cost me close to five thousand dollars. And my insurance finishes next year in November. I don't want my insurance to run out before I get it. I have been arguing with them this since the third time it broke. Pleased help me with this.Desired Settlement: Would like to have it replaced. And if they can not do this I want my money refund so I can buy a new one some where else.

Business

Response:

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

complaint. Our records show on 11/25/11, Mrs. [redacted] purchased a [redacted] refrigerator with a 48-month Repair Service Agreement and delivery

totaling $2,465.02. Mrs. [redacted] was scheduled for delivery and

received her refrigerator on 11/26/11 in good order. Mrs.

[redacted]’s contacted us on 3/19/14; stating she had ice build-up

at the bottom of the freezer. A service call was scheduled for 3/26/14; during the inspection the

technician removed the ice build-up from freezer drain, the refrigerator had a good

temperature, and tested ok. Mrs. [redacted] contacted us again on 8/04/14; stating she had ice build-up

at the bottom of the freezer. A service call was scheduled for 8/06/14; during the inspection the

technician cleaned out the drain line and the refrigerator tested up to the

manufacturer specifications. At this time we are unable to honor Mrs.

[redacted]’s request to return or exchange refrigerator; based on Mrs.

[redacted]’s service history her refrigerator does not meet the qualifications. We attempted to contact Mrs. [redacted],

however we were unable to reach her at this time. If Mrs. [redacted] feels her refrigerator is

still not working properly we will need to schedule a service appointment to

determine if a replacement or repair is warranted.

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

Customer Service at ###-###-####.

Kind regards,

Review: Couches have had numerous repair issues. Couches are barely a year old. In good physical condition. Well taken care of. Structurally they have a lot of problems. I've had at least 4 repair men come out with zero resolution to the problem. I had a scheduled appointment for someone to come out between 11-2 and he was a no call/no show ([redacted]). My husband took a day off which cost us around $600 for his absence at work for them to not show up. I've tried calling the location where the furniture was bought and all I get is the run around. I ask to speak to the manager and he comes on the phone and I tell him the issue and he puts me on hold and someone else comes on and says the manager isn't in yet. I feel like I get the run around from all management staff. I pay my bill on time every month. These are $4,000 couches and you would expect better quality from the brand and a little better customer service from the company. I also purchased the extended warranty under the understanding that any issues my fault or not would be taken care of no questions asked. But that has not been the case. This warranty was over $1,000.Desired Settlement: I would love for them to pick up their merchandise and refund me the money I've paid and the extended warranty and all interest to this point.

Business

Response:

Thank you

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

Mrs. [redacted] purchased the [redacted] furniture set which

consist of three pieces (sofa, loveseat, and recliner) with a 48-month [redacted] and received delivery on [redacted] in good order.

On [redacted], Mrs. [redacted] contacted us stating the recliner lever had broken off. A service

call was scheduled for [redacted]; upon inspection the serviceman found the handle

was broken and ordered a new handle to be shipped to Mrs. [redacted]’s resident for

repair. Our records show Mrs. [redacted] received the parts on [redacted]; we

attempted to contact her to schedule a repair date however, we were

unsuccessful attempts therefore the service order was cancelled. On [redacted],

Mrs. [redacted] contacted us stating the stitching was coming loose on the sofa and

loveseat. A service appointment was

scheduled on [redacted]; upon inspection Mrs. [redacted] informed the serviceman that

the back cushion was leaning on the loveseat however; the serviceman did not

find any issue with the loveseat and reported it was up to the manufacturer’s

specification. The serviceman did find the sofa piping in the seam area was

starting to expose and was able to stitch into the seam to tighten. On [redacted],

we contacted Mrs. [redacted] to follow-up on recent service; during conversation

she informed us she was not happy with repairs on the loveseat and the unit was

leaning to the floor. A service appointment was scheduled for [redacted]; upon

inspection the serviceman determined parts were needed to complete repairs. As

a temporary repair, the serviceman was able to bend the mechanism back in place

until parts became available. Our records show on [redacted], Mrs. [redacted]

contacted us to inform that she received the parts and also wanted to report

that her sofa and recliner had rips and tears. Mrs. [redacted] was originally

scheduled for service on [redacted] however; there was an issue with the system and

the serviceman did not receive the correct service date.

We

contacted Mrs. [redacted] on [redacted] and apologized for the lack and communication

regarding her service repairs. Mrs.

[redacted] was offered the option to continue the repairs or exchange the set she

currently has. We followed up with her

on [redacted]; to determine if she wanted to exchange or continue with the repairs

during conversation she stated she wanted to return her furniture and receive a

full refund. We reminded Mrs. [redacted] that Conn’s has a No Return Policy on

furniture however; we could continue with repairs or issue an exchange on the

furniture. At this time we are unable to honor Mrs. [redacted]’s request; she may contact

us directly at ###-###-#### to process an exchange or schedule a service

appointment to complete repairs.

Kind

regards,

Review: I purchased a refrigerator from Conns in [redacted]. Subsequently it has stopped working. I placed an order for service [redacted]. The item stopped working [redacted] however I went out of town. Service came out and said they were ordering parts. I was later told that they would not be repairing but replacing the fridge because it could not be repaired. As of today I have not received a new refrigerator. I have been without one for a whole month. I am unable to keep good in my home and have had to eat out everyday with my [redacted]. Each time I call I am given conflicting or completely false information. I would appreciate a new product and timely response. I also believe I deserve a credit for still paying for this product that I cannot use in addition to concession for the food I have lost as possibly even for having to purchase food all this time out.Desired Settlement: I would like an exchange as well as a billing credit.

Business

Response:

Thank you for the opportunity to respond to [redacted]’s complaint. Our records show on [redacted] purchased a [redacted] French door refrigerator from us with a limited manufacturer warranty. [redacted] elected to have her refrigerator delivered. We show [redacted] signed acknowledging her refrigerator was received on [redacted] in good order.

[redacted] contacted our service department on [redacted]; stating her refrigerator was not cooling. A service call was scheduled; during the inspection the technician found three parts needed to be ordered and replaced. The technician ordered the parts on[redacted]; on [redacted] two out of the three parts became available. After reviewing [redacted]’s complaint we found there was a delay getting the third part needed to complete her refrigerator repair. Therefore, Conn’s agreed to exchange her refrigerator; [redacted]’s exchange was approved on [redacted]. As of [redacted]’s new refrigerator has been delivered and received in good order. We sincerely apologize to [redacted] fo the experience and any inconvenience that has been caused.

If we may be of further assistance, [redacted] may contact us 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] French door refrigerator from us with a limited manufacturer warranty. [redacted] elected to have her refrigerator delivered. We show [redacted] signed acknowledging her refrigerator was received on [redacted] in good order.

[redacted] contacted our service department on [redacted]; stating her refrigerator was not cooling. A service call was scheduled; during the inspection the technician found three parts needed to be ordered and replaced. The technician ordered the parts on[redacted]; on [redacted] two out of the three parts became available. After reviewing [redacted]’s complaint we found there was a delay getting the third part needed to complete her refrigerator repair. Therefore, Conn’s agreed to exchange her refrigerator; [redacted]’s exchange was approved on [redacted] As of [redacted]’s new refrigerator has been delivered and received in good order. We sincerely apologize to [redacted] fo the experience and any inconvenience that has been caused.

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

Kind regards,

Review: Conn's is ridiculous. Their customer service is the worst I have ever experienced. The salesman was full of crap, he lied to me. He told me I could try out a bed and if I wasn't happen with it everything was totally exchangeable or refundable.I even asked about 8 times just to be clear. I ended up not liking some of the features of the bed, I financed a 4000 dollar bed & setup and now they're telling me it's not exchangeable. I've had the merchandise for about 4 days now. I have called corporate to inform them on the terrible lack of information their employee provided me and I was transferred 3 times when I asked for a supervisor, 1 of the girls even lied to me & told me she was a supervisor, gave me her fake employee number and then hung up on me. All they had to say to me was ..."they were sorry that their employee didn't tell me the right stuff but there is nothing they can do for me." I spent 3 hours on the phone trying to talk to a supervisor and when I finally talked to someone that claimed to be a supervisor, she then told me she was sorry that I was told the wrong information but it's policy and I'll just have to be stuck with this purchase. So now I'm stuck paying over 4,000 dollars worth of something I'm not at all happy with. ([redacted] bed) They are the absolute worst, they have no compassion or any care in the world for what has happened to me. Basically told me, I should have read the policy of Conn's better, mind you , they handed me the policy papers after everything was all signed, said & done. They're crooked and just want your sale. The sales people don't give a crap about you, they just want their commission! Do not shop at Conn's. They're named "Conn's" for a reason...I want to return the 1700 dollar adjustable base that I was told I could try out with no worries. [redacted] told me that if I did not like it then I could return it, no questions asked.Desired Settlement: I want to exchange my mattress and I want to return the adjustable base and get my refund of 1700 dollars. And I would like an apology for all the inconvenience this has caused me.

Business

Response:

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

complaint. Our records show on 10/11/14, [redacted] purchased a [redacted] Queen Mattress and [redacted] Queen adjustable base both with

a 10-year limited manufacturer’s warranty. [redacted] delivery was scheduled

and received in good order on 10/12/14.

We received [redacted]’s complaint and found she contacted our

helpdesk department on 10/15/14 stating she was not satisfied with her mattress

and wanted to return the unit. [redacted] was informed that Conn’s has a No

Return or Exchange Policy on mattresses however; she could return/exchange the

mattress after 30-days in her home as part of [redacted]’s [redacted] 120-Night

In-Home Trail. [redacted] was also informed that the adjustable base she

purchased was excluded from the in-home trial period and she would not be able

to return or exchange the base.

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

return her [redacted] adjustable base for a refund; this base is

excluded from the 120 Night In-home Trail Policy. We have included supporting

documents in our response. We sincerely apologize for any inconvenience [redacted] experienced.

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

[redacted].

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, Conn's DID NOT inform me that the adjustable base was NOT returnable. If they had informed me of that I can promise that I would not have went through with the trial. Also, the delivery was not a "good" one. Terrible experience, the crew leader was rude and she did not haul off the old mattress that we had. While I was on hold numerous times, the hold music voice clearly states that Conn's WILL haul away our old Mattress. The crew said they would think about it if we were "NICE" to them. Conn's has disappointed me and stressed me out to the fullest and they have no remorse. I guess they just do NOT care about their customers and are only trying to get money out of us. I will NEVER shop at Conn's again and I will be sure to tell even more people about my HORRIBLE experience with Conn's.

Review: We bought a recliner and also purchased the protection plan. In less than a few months the chair broke. They sent someone to look at and had to order parts. After another month they came to install the part and broke a different part on the chair. The guy that came to fix it showed up in a taxi!! He said he had to order a new part and we haven't heard a word. Nobody has called and we have taken off work twice now and can't afford to take another day off!Desired Settlement: I want a refund! This chair was almost 1,000 dollars and we can't sit in it! I also want credit for the protection plan!

Business

Response:

Thank you for

the opportunity to respond [redacted]’s complaint. Our records show on [redacted] purchased

a [redacted] recliner with a 48-month FurnitureGard Plan and elected to

pick up the product on [redacted] from Conn’s located in [redacted]. On [redacted],

[redacted] contacted us stating the reclining mechanism broke off and the

right side of the recliner was leaning. A service appointment was scheduled for

[redacted]; upon inspection the serviceman found parts needed to be ordered due to

the reclining mechanism was bent and the handle is broken. Our records show we

shipped the parts to [redacted]’s home and he received the handle on [redacted]

however; the remaining parts were received on [redacted] due to a delay. Once all

parts were received, a service appointment was scheduled for [redacted]; upon

repairs the serviceman found the bar attached to the handle that reclines the

mechanism was broken. Although we are unable to determine when the handle

broke, the part was reordered. Our

records show [redacted] is scheduled to complete repairs on [redacted]. At this

time we are unable to honor [redacted]’s request to return the recliner for

a refund; service will need to continue.

If we may be of

further assistance, [redacted] may contact Customer Service at

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. I do not want the repairman in my home. He showed up in a TAXI last time and I am uncomfortable allowing them into my home. A taxi? Really? Not a Conn's truck? I have been since [redacted] without a chair that I paid $1,000 for. It is not acceptable to sell a product AND a service plan and then take 3 months to fix a defective product. I will get a lawyer, call the news, whatever is necessary to get a refund. This is so unprofessional and I will not allow a "serviceman" into my home for safety reasons, especially when they arrive in a taxi. I want a refund.

Regards,[redacted]

Business

Response:

Thank

you for the opportunity to respond [redacted]’s additional comments. Conn’s would like to apologize to Mr.

Robedeaux for the experience he has had regarding his recliner. We attempted to contact [redacted] on

[redacted] and [redacted]; but was unsuccessful in those attempts. After further review Conn’s has agreed to

exchange [redacted]’s recliner, he will simply need to contact his nearest

Conn’s store to schedule the pickup and delivery of his new recliner.

If we

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

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. I did speak to [redacted] on [redacted], she told me they would honor my request for an exchange. I went to the Conn's store here in [redacted] and found a chair, but it was $[redacted], not $[redacted] which is what I paid for the other chair. The manager told me that we will just lose the $[redacted]. I was willing to purchase something else with the remaining $[redacted] and even pay if it went over, I was told no. So I am out $[redacted]???? The manager was extremely rude and my [redacted] and I left upset. Can you please just arrange to have the chair I picked delivered and credit our account for the $[redacted]? The chair we picked is the dark brown [redacted] recliner. We do not want to go back to the store due to the horrible way we were treated on [redacted].

Regards,

Business

Response:

Thank

you for the opportunity to respond [redacted]’s additional comments. Conn’s has agreed to honor [redacted]

request to exchange and credit the $[redacted] difference to their Conn’s account. Mr.

Robedeaux is aware and will call us back with the model number for the recliner

they reselected.

If we

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

Sincerely,

Review: On sep 9 2014 I purchased a air/heat unit.with a 24mo service agreement. On oct 15 turn the unit from cold to hot to adjust to the weather.when I switched the temp the unit didn't get hot so I adjusted temp to highest possible which was 86 left on for 2hrs the unit still remained cold.I call now the store to report the b problem the next day.the b assistant managers response was it was sold as is I asked him to look at my contract that it showed a 24mo service agreement. His response was call the service dept, so I did that there response was we dont service this particular unit anymore go to the store and tell them to do an over the counter exchange. So I took the unit to the spring store they said they didnt have a unit to replace the broken one so they told me to take the broken unit back home until they can call around and find us another one.I refused to take the unit back home so I left it there.went home and waited for a call after 3days had passed and still no call from anyone I called customer service and asked for a manager after speaking to 12 reps and explaining my situation. I had a rep tell me that he had spoken to b his supervisor that service dept was going to pick up the broken unit from the spring store tepair it and have it back to me within 24hours and that they would also give me a 80.00 credit for my troubles.that was a friday on monday I didnt hear anything so I called the spring store to see if b service dept had picked up the unit they said no I said is there a 80.00 credit in the sysyem they said there was nothing in the system about the broken unit or an 80.00 credit.im really frustrated at this point because it's going on a week I have no heat there is hole in my wall where the unit is suppose to go.so I called a supervisor again I got the run around we were sent to me 4 different stores to pick up a working unit and b each time it b was something different either they said oh im sorry the unit has been sold or we dont have any info about u coming to get a new unit.the next day I finally spoke to a manager by the name of aaron in the customer service dept who called around to find unit a try to resolve the issue he located a unit had the spring a tore to fax over a pick up slip and said that the [redacted] store which was an hour away has a unit for us so because of the past situation I called the store just b to be sure I spoke with a manager by the name of [redacted] he said yes the unit is here it just a little crack on the side.what a joke me and my wife drive an hour to the [redacted] store only to be once again disappointed they showed us the unit it was busted up so I asked does it work they said yes I asked can u plug it up please I just drove an hour there response was we cant test the product in in the store so I proceeded to look for an outlet I found one behind a cabinet.I plugged it in the cold air worked but not the heat just like the unit I had returned oh my god I was so upset I started crying because it had been a week in a half that my family had to sleep I. The cold so it hurt because my wife and daughter both have [redacted] we had to sleep in in coats hats socks and sweat pants because we live in a manufactured home.the manager said im going to help u because I understand your frustration so I will give u a new unit at the same price he said I will be right back he went to make a phone call he came back and said im sorry I can give you the unit but for 499.00 dollars. I was mad I could scream I didn't feel like I should had to pay anything extra because of everything I had to endure.I left the store with no unit and its 2weeks still with no heat.today is tuesday I called the manager back explained the situation he said he couldn't help any further and said he was going to refer the issue to the resolution dept he gave me a ticket number and said they will call me tomorrow at 9:30. So we will see what happens mean while we are still in the cold with the hole in the wallDesired Settlement: Payoff my account and compensate us for our pain and suffering of having so be without heat for two weeks. And also provide us with a working heating unit.I had to miss a days work without pay.

Business

Response:

Thank you for the opportunity to respond to [redacted]

complaint. Our records show on 9/08/14; [redacted] purchased a floor model GE

heat/cool air conditioner with a 24-month Repair Service Agreement Plan.

We received [redacted] complaint and found he contacted our

Customer Service department stating his heat/cool unit does not work when

attempting to use the heat. Our records show [redacted] unit qualified for an

over-the-counter exchange however; we no longer had the exact model available

in stock as this is a seasonal item sold at Conn’s. We attempted to locate another

heat/cool unit however; we were unsuccessful locating another unit for $280.11

which was the original amount [redacted] paid.

Our records show on 12/5/14; Conn’s processed a full credit in the

amount of $357.29 ($280.11 for heat/cool unit and $49.95 for warranty plus tax)

to close his account because we were unable to locate another unit; no further

credit is due at this time. We sincerely apologize for any inconvenience [redacted] experience during the exchange process.

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

Sincerely,

Review: I entered the [redacted] location of Conns on [redacted] of [redacted] to purchase bedroom furniture. My salesman was very nice and helpful with my selection. He advised that Conns offers next day delivery and that I would be able to receive my merchandise swiftly. The first mishap occurred with Conns' Warehouse inventory system. There was a discrepancy in the actual amount on hand and the computer numbers so I was told I couldn't receive my furniture the next day. It would be ready on the day after ([redacted]). On [redacted], I received a phone call from the delivery crew telling me that the furniture was damaged and that I'd have to wait another day to have my furniture delivered. I was not please with this information because waiting another day for delivery would mean that I would have to miss work to accept the delivery.

I contacted the store to speak with someone about an alternate solution for the delivery. I was told there was nothing that could be done and I would have to wait until [redacted]. On [redacted], I called and spoke with the manager by the name of [redacted]. When I explained to him the situation and inconveniences associated with the furniture purchase, he over talked me and immediately tried to give an excuse as to how he couldn't solve the issue. I stated that I would like my delivery fee discounted or waived due to the trouble I would have to go through at work to meet the delivery team. He was unbothered by the situation, he made no attempt to help rectify the situation and he definitely did not make me feel like my business ( that I CHOSE to bring to his location) was important. I noted that if there was not something that could be done for my troubles I would return the merchandise, he snidely responded "If you accept the furniture, its yours, you can't return it." He was unhelpful and still did not find a resolution to my problem. I fully intended refusing the order, until my salesman [redacted] contacted me and stated that he received confirmation from his district manager to provide me with a gift card of $** for my trouble. I accept the gesture and the furniture as well. The delivery was completed on [redacted].

It is now [redacted] and I have yet to receive the promised gift card, a follow-up, or an acknowledgment of the mishap.Desired Settlement: I would like an apology and an adjustment towards my bill. I had to use vacation time to babysit their delivery team. I strategically placed my order on a [redacted] so that I could receive my order on a weekend day and still had to leave work. Using this time took away from time that I needed for an actual vacation. This experience has been a nightmare. I'm newly relocated to [redacted] and I had intentions on buying a full house of furniture from the company, but that won't be happening now. I will not continue to spend my hard earned money with a company who's representatives don't value their customer. I wish I would have declined the delivery.

Business

Response:

Thank you

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

[redacted] purchased the [redacted] bedroom set, [redacted]

Queen mattress and [redacted] Queen foundation. [redacted] merchandise was

originally scheduled for delivery on [redacted] however; the furniture was

damaged during transit and was re-scheduled for [redacted]. Our records show [redacted].

[redacted] received all her products in good order on [redacted].

After

further review and research, we do show [redacted] was offered a $** gift card

for her inconvenience and the delay in delivery. Our records show we mailed

[redacted] gift cards on [redacted] however; we have confirmed that the gift

cards has not been used.

Conn’s has

agreed to concession [redacted]’ account for $** in lieu of receiving the gift

cards; please allow 7-10 business days for processing. We sincerely apologize

for any inconvenience [redacted] experienced during this process.

If we may be

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

[redacted].

Kind regards,