Conns Appliance, Inc.

Review: I paid my balance in full and they (Conn's Appliance) keep charging me interest. I paid the account in full on the due date which was [redacted]. So I want to know why I have a balance of 19.17 as of [redacted], which I paid that too. Somebody is stealing money in the organization, because I have called them, customer service department and no one can tell me why or how I am being charged. What I want is my account CLOSED and the return on my $19.17. I will NEVER buy anything from CONN'S again. I will also tell my friends what a crappy job the ACCOUNTING DEPARTMENT is doing. The lady I spoke to on [redacted]. said and I quote The Person who gave you your pay-off gave you the wrong number", then she said" I see where you paid the full amount, but that was not right". I said, I pay my bill online and I got the pay-off from there, well that's not correct either. I keep getting the run around, meanwhile Conn's is still charging me. I'm thinking I am paying in good faith.This is very poor customer service. Oh by the way, she calls herself "[redacted]", but I don't believe that either, why should I The pay-off was 307 and some changeDesired Settlement: Refund

I want my money retuned because I clearly don't owe it and an letter stating my account is 'CLOSED'.

Business

Response:

Thank you for bringing Mrs. [redacted]'s concerns to our attention. Conn's

would like to offer Mrs. [redacted] an apology for the error and for the

manner in which her concerns were addressed. Based on the information

Mrs. [redacted] provided, Conn's will be issuing her a refund of $19.17, we

are further researching what caused the discrepancy to ensure it is

corrected. Mrs. [redacted] should receive the refund within the next 7-10

days. If I may be of further assistance, Mrs. [redacted] may contact me

directly at ###-###-#### ext [redacted].

Review: I PURCHASE A SINGLE ELECTRIC OVEN FROM CONN'S AND HAD IT INSTALLED BY [redacted],BECAUSE OF THE PRICE OF INSTALLATION CHARGE THAT CONN'S CHARGED. WHEN THE SERVICE MAN CAME TO INSTALL THE OVEN, THE OVEN DID NOT WORK. I CONTACTED CONN'S AND THIS IS WHERE ALL THE PROBLEMS STARTED. THEY HAVE SENT ME THROUGH TOTAL DISTRESS GIVING ME THE RUN AROUND ABOUT A $1299.00 OVEN. THEY ALSO, SENT THERE OWN SERVICE TEAM WHO CONNECTED THE OVEN AND FOUND THAT THE OVEN DOESN'T WORK. THIS COMPANY REFUSING TO EXCHANGE THE OVEN, THE PAYMENT WAS DUE ON THE [redacted] OF THIS MONTH, THE SALE PERSON HAS TRIED AT NO AVAIL TO GET THEM TO EXCHANGE THE OVEN AND I AM TOTAL DISBELIEF ON WHAT I AM BEING PUT THROUGH. I HAVE HAD AN ACCOUNT WITH CONNS OVER 5 YEARS, HAVE PAID THEM ON TIME AND CANNOT BELIEVE THAT THIS COMPANY REFUSES TO TAKE REPONSIBILITY FOR THEIR PRODUCTS. PLEASE HELP ME RESOLVE THIS MATTER. I PLAN TO RETURN THIS ITEM MYSELF AND NOT MAKE PAYMENTS UNTIL IT IS RESOLVED.Desired Settlement: REPLACE THIS OVEN OR REFUND

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint regarding her Frigidaire wall oven that was purchased with us on 12/*/13. Our records show on 12/**13, [redacted] was delivered a Frigidaire wall oven that was installed by someone other than Conn's. [redacted] contacted us on 12/**/13 and stated the oven was not turning on and the control panel was not working. A service call was set-up, however, cancelled after [redacted] advised the service technician that he would contact the store for an exchange. Since service had not access the repair needs the exchange request was denied unless [redacted] paid the 15% restocking fee. Another service call was set-up and scheduled for 1/**/14. On the day of service the technician reported he was unable to assess the problem because [redacted] had already uninstalled the oven to return to the store. We sincerely apologize to [redacted] for the experience he has had with his oven. [redacted] has been in contact with the store manager and on 1/**/14 Conn's agreed to exchange his oven. [redacted] may contact the store to process the exchange and schedule the delivery.

Review: Purchased appliances from Baton Rouge Conns on [redacted] in November 2013. Fridgerator was dented when delivered. Delivery man stated that we could take a 10% refund or have them take appliance back. He spoke to his manager in the Layfayette LA Warehouse to verify this. We chose the 10% refund. Numerous phone calls to both the store and to the warehouse were made in the next 4 months. Always being told that it was being handled and that the refund would go back on our GE account where we financed the items. Still no refund. Spoke to both the warehouse ([redacted]) today who put me on hold for over 15 minutes and never came back to phone. Another person ([redacted]) answered and said that [redacted] wasn't there and that no managers were there as they all leave at 1:00. Talked to [redacted] then at corporate office in Beaumont, who told me she would call me back in a little while after hearing my complaint and verifying that the refund had not in fact been put through. Our item was $2499.99 so our refund should be 10% of this. I am requesting that Conn's fulfill their promise and send us a check for $250.00 or credit our account immediately.Desired Settlement: 10% of the purchase price of the refrigerator purchased in November at Conn's

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show as of 2/**/14, a credit of $250.00 has been processed towards her GE account. We apologize for the delay and inconvenience that has been caused. We have included our supporting documents in our response.

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

Kind regards,

Customer Relations

Review: 8/**/2013 I got a Spectre Touchsmart laptop and after 2 months having it I notice a small light come thru the bottom right of the screan but nothing big bu I decided to send it in to maybe fix it and after 1month 1/2 I call to see where is my laptop.Well they tell me that they been having problems with them laptops and discontinued them and no longer selling them and that my account will be credit. this laptop is 1,499.99 / 699.00 for the Intallation /warrnty. Total 3,504.96. thinking I could get a good one to study and go back to school & bad enough I really don't have very good credit so I decided to go to Conn's for one and been the first time trying them I get Conn'D out of my money and not the help 1-800# tell me Ineed to pay them 1,364.00 even if I dont have the laptop or this will go agains my credit, I pay my bills and I am trying to do better [redacted] but this one I just feel so taken for my money and no want to help all they want is the moneywhen I do not have a laptop.PLEASE THINK ABOUT IT BEFORE ITS TOO LATE, DONT DOO BUSINESS WITH CONNES , I HATE I DID AND I ALWAYS HAD GOOD BUSINESS WITH [redacted] , NEVER NEVER AGAIN WITH CONN'S.Desired Settlement: I JUST WANT MY ACCOUNT TO BE CLEARED AND GET MY MONEY THAT I PUT INTO THIS LAPTOP, MY DOWN PAYMENT AND THE MONTHS I PAID ON IT AND JUST PUT IT BEHIND ME..

Business

Response:

Thank you for the opportunity

to respond to [redacted] concerns regarding account [redacted]0.

According to our records, [redacted] signed a 32-month installment loan

contract on August **, 2013 for the purchase of a Spectre Touchsmart

Laptop. The total amount financed on the contract was $3504.96, which

included the following charges: $1499.99 laptop, $149.99 wireless network

installation, $699.99 warranty, $261.49 property insurance, $849.62 finance

charges. The contract also included a 12-month no-interest promotion for

the product.

On November **, 2013, [redacted] brought his laptop

in for service stating the bottom part of the screen right and left side was

sticking out and you can see the lights. We shipped the laptop

to HP per [redacted]’s

request, and HP stated,

this was physical damage and would not be covered under the MFG warranty. We

set up an out of warranty repair with HP for the estimate of $269.99, but the

repair was put on hold due to the part being on back order. Because [redacted] had accidental warranty on

the laptop, we canceled

the repair with HP and had the laptop sent back not repaired and submitted for an

exchange. Pictures have been provided in our response. The warranty that was purchased on [redacted]’s

laptop allowed for a

full credit of $1499.99 + tax $123.75= $1623.74. This credit applied to

[redacted]’s account on December **, 2013. The balance/payoff remaining is for the

warranty, insurance, and now accrued finance charges due to the loss of the

no-interest offer as the account is now in a past due status. Since the

warranty allowed for the credit, [redacted] is still responsible for the

warranty as well as the accrued finance charges and insurance premiums.

However, in the event [redacted] has a homeowner or renter’s insurance policy,

he can fax a copy of the declaration page to[redacted] As long as the policy shows coverage from the date the account opened to

present, he will be able to receive a full insurance credit and that charge

will be subtracted from the balance/payoff.

[redacted] has been

contacted regarding his concerns. Although

we are unable to honor his request for a full refund we are willing to offer him

the option to pay the remaining invoice amount of $222.46 to close the account

as a gesture of goodwill.

If I may be of further

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

Kind regards,

Review: I have purchased an item from them and since then I keep getting flyers. I called them and asked that it be stopped and I have received mailings since then on two different ocaissions. when I call them I have to wait a very long time, this is getting stressfulI WANT IT STOPPED NOW.Desired Settlement: IF THIS DOESN'T STOP WE WILL GO TO COURT AND MONEY DAMAGES WILL APPLY FOR STRESS DUE TO THEIR HARRASSMENT.

Business

Response:

Thank you for the opportunity to respond to Ms. [redacted] complaint. We would like to apologize to Ms. [redacted] for the experience she has

had with us. Conn’s has agreed to honor

her request and permanently removed her from our mailing list. Ms. [redacted] may/may not receive a mailer that

could have already printed prior to our response. If so, please accept out apology in advance.

Kind regards,

Customer Relations Officer

Review: I pur[redacted]d a dishwasher on 2/17/2014. I paid for install it was installed on 2/21/2014, however they didn't secure it when they installed it. I realized it was not installed properly on 2/27/2014 and reported the problem immediately. I called customer service and they routed me back to [redacted] in the wharehouse locally so since then I have been calling him. Well I have called and called and called and here it is April 17, 2014 and it is still not fixed and no one seems to be doing anything about it. I have spoken with the store manager [redacted], the assistant store manager [redacted], the manager over delivery [redacted], and there is a ticket #[redacted] on it with customer service. They will not tell me who is in charge of this or whom I can speak to get this resolved. Since they didn't secure it, the top of it were the controls are got all scratched up (deep gouges). They came out and took pictures on March 7th, 2014 and offered me 10% off or a new dishwasher. When they left on March 7th, 2014 they told me not to use the dishwasher. I have called again today and threatened legal action if this was not taken care of. They also took my old dishwasher that partially worked so even if I wanted to have my old one put back in so I had one to use I don't have that option.Desired Settlement: I want the damaged dishwasher replaced with a new one, I want my install charges refunded, and some kind of compensation for being without a dishwasher for over 2 months since Conn's took mine and have now taken their sweet time fixing their mistake.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. We show on 2/17/14, Mrs. [redacted] purchased a LG

dishwasher with a 48-month Repair Service Agreement Plan. After further review and research, we show on

4/26/14, Conn’s agreed to issue Mrs. [redacted] an exchange for the dishwasher

and refund her installation fee. We sincerely apologize to Mrs. [redacted] for

the experience she had and any inconvenience caused as a result of the delay.

If we may be of further assistance, Mrs.

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

Kind

regards,

Customer Relations

Consumer

Response:

l would still like an additional compensation for my 2 months of being without my dishwasher when your company took mine and gave me constant hassle and run around in settling this one. My damaged dishwasher was replaced however my installation charges have not been refunded. I will be satisfied with their 10% back guarantee you offer for price matching times 2 for the 2 months. That's would be $160 I feel this is very fair along with refunding my installation charges and the replacement which has already happened.

Review: I ordered a tv from conn's using my credit account. When placing an order #[redacted], I was advised by [redacted] id#[redacted] to add an equipment protection plan for the cost of $250.00. I was informed the insurance would cover complete product replacement if something was to happen to the tv "it would be replaced for a scratch". I was told the term of the insurance would be through 2015. About a month ago the tv began going out for a short period and them would turn back on. I was instructed by a manager Mr. ** (would not give last name) the tv would be repaired with a 3-5 business day time frame, after a week of no word, I contacted the store and talked with Mr. [redacted] who verified my insurance and assured me my issues would be fixed. At this point my tv had been down for 2 1/2 weeks. After another 3 days of no response or resolution, I went into the store and demanded to talk with a manager. I was told no manager was there to assist me and again I would be contacted. After a 2 day waiting period I contacted the store and spoke to the origin** rep who sold me the tv and insurance policy. I was told that she was currently speaking to the area director on my issue and gave me Monday 4/14/2015 ad date of completion. As of Monday my tv was still broken. The 3-5 day time frame was passed and they had not yet come out to pick up the tv for repair. I again called the store and advised them of the bill I had recently paid on my conn's account as well as the cable bill paid but I was still unable to turn on my tv. After another 3 day wait I turned the tv into the store. The manager I spoke to that told me my issues would be resolved by the 14th and to come into the store and speak with her but she was off that day and the next. When I turned the tv into the store I was told I could not leave the merchandise there but was not given a date for pick up or replacement. At this point the tv has now been broken for a month, returned and paid for and I have still not received a time frame for resolution.Desired Settlement: I would like the tv replaced for a brand new one. I've been waiting a month for them to replace the parts needed and I know the issues with the tv would continue. I would also like to be contacted by a manager for the store to explain the incompetence of the staff and the lack of willingness to assist the customers.

Business

Response:

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

1/25/13, Mr. [redacted] purchased a Samsung 60” TV with a 25-month Repair Service

Agreement Plan. On 3/3/14, Mr. [redacted] contacted us stating the television

screen keeps blacking out and only has audio. A service call was scheduled for 3/6/14;

upon inspection the technician did not find any mechanical defects with the

unit and suggested that Mr. [redacted] contact his cable provider to inspect the

cable box. On 4/2/14, Mr. [redacted] contacted us again regarding the same issue; a

service call was scheduled for 4/3/14. Upon inspection the technician found

parts needed to be ordered however, there was a delay with the parts needed for

repair. We apologize for the inconvenience Mr. [redacted] experienced as a result

to the delay. Conn’s has agreed to exchange Mr. [redacted]’s television due to

service delay; as of 4/17/14 Mr. [redacted] selected a new Samsung 65” television.

If

I may be of further assistance, Mr.

[redacted] may

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

Kind regards,

Customer Relations

Review: I had an issue with this company on products and the customer services due to I live in Clovis NM they refused to deliver products due to in there opinion not living in america. then there was the TV I brought was 3d and the glass was broke when I got the TV they would tell me they was getting me replacements all to find out they decided I was not a valued customer enough to do that also there was the ped for my washer was to be in red they gave me a white and I end up making 4 trips to Amarillo TX due to there incompetence of the associatesDesired Settlement: they did nothing but say it was my faulted for this all

Business

Response:

Thank you for the opportunity to respond Mr. [redacted] complaint. Our records show on 4/11/14, Mrs. [redacted] purchased a LG washer and dryer, two LG pedestals,

and a Samsung 51” TV from us. We attempted to contact Mr. [redacted] on 5/12/14 to discuss his concerns but we were unsuccessful

in our attempt. We appreciate Mr. [redacted] for bringing his concerns to our attention and would like to apologize

for the manner in which his concerns were addressed. As token of our appreciation Conn’s has

mailed Mr. [redacted] a $50.00 Conn’s gift card.

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

Service at 1-877-358-1252.

Kind regards,

Customer Relations

Review: I have purchased a Computer/Tablet 20" Sony Viao on my " CREDIT " for a gift to my husband from Conn's in Hulen, Fort Worth, Tx in the beginning of November 2013. The first week we had the computer at home it was not working properly so I took it to Conn's, where I originally purchased the Sony Viao touch screen. I did not get a call about the computer being fixed or explanation for the computer malfunctioning. I did however receive numerous phone calls regarding my bill. In short, I am very dissatisfied with their company and their unprofessionalism. I have asked for a manager or supervisor on multiple occasions and never got a response. I have taken this computer to them three different times.

Product_Or_Service: November **, 2013

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

In all actuality, I do not want a refund, I just want it to where as if I never bought it. As of right now the computer is still at the store which it took me a week to locate.

Consumer

Response:

My issue with Conn's is still, to my satisfaction, not resolved, Thursday April [redacted] 2014 at 4:26 p.m., I received a phone call from a young lady from the corporate office, I believe, the business number, [redacted] per our conversation. she stated the reason for the call was to inform me that the insurance that I am paying a lot of money for does not cover the problem I am having with the merchandise. I feel that they have sold me a lemon of a computer and they still have not yet gave me a reason what so ever what the problem is. Or even tried to apologized. They must not really care about their customers..!!! I am not happy at all.

Business

Response:

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

11/**/13, [redacted] purchased a Sony Vaio computer with a 37-month Repair

Service Agreement Plan. On 11/*2/13, [redacted] contacted service stating the

computer would not connect to the internet, would not access apps, and was not

updating. A service call was scheduled

for 11/**/13; upon inspection the technician ran diagnostic tests, recovery and

updated operations system and driver. On 1/*/14, [redacted] contacted service

stating the computer would not power on and a service call was scheduled for

1/**/14. The technician reported the unit tested ok and reinstalled windows to

the computer. On 02/**/14, [redacted] contacted service again stating the computer

screen was frozen. On 2/**/14; the technician ran diagnostics test and

determined there were no hardware issues with the computer and the unit passed

test with no problems found. Our records show that the unit was returned to the

store location on 3/**/14 for [redacted] to pickup. We contacted [redacted]

on 4/**/14 to discuss her concerns and she notified us that she picked up the

unit up on 4/*/14. We explained to [redacted] that although there has been 3

service calls related to this unit, all were software related issues which is

not covered under warranty. [redacted] is aware that at this time we are not

able to honor her request to remove merchandise from her account.

If we may

be of further assistance, [redacted] may

contact Customer Service at [redacted]

Kind

regards,

Customer Relations

Business

Response:

Thank you for the opportunity

to respond to Mrs. [redacted] rebuttal. We

have outline Mrs. [redacted] service history in our previous response and again we

are unable honor her request to return/exchange her computer. Our records show on 11/04/13, Mrs. [redacted]

purchased a Sony Vaio computer with a 37-month Repair Service Agreement Plan. The

invoice indicates at the time of purchase Mrs. [redacted] signed acknowledging she

received a copy of the (RSA& Accidental damage) brochure and contract, and

that she understood the coverage associate with the products. I have included a copy of Mrs. [redacted]’s invoice

as well as a copy of the RSA terms and conditions.

If we may be of

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

Kind regards,

Customer Relations

Review: In November 2013 I purchased a new gas range, TV and Blue Ray player from the Conn's in Pearland. The day my range was to be delivered my TV and Blue Ray players showed up but no range. I called the store and was told it was back ordered and they didn't know why the computer had showed it in stock. It would be a couple of weeks until it was available. I explained that was not going to work with the approach of the holidays. I ask if they could deliver a different one. I returned to the store and did the new contract for a different in stock model. It was delivered the next day. I spoke the my sales person and he said they would call when the out of stock model was ready for delivery.About 2 weeks I got a call from the delivery service saying they had a delivery for me. The next day they delivered the back ordered range(called #2 from now on). In January the collection calls started for 3 accounts. I made payment on the TV, Range #1, and Range #2 to keep my credit from being damaged. They told me they would fix the problem. Now it is May and they call me constantly several time a day wanting me to pay for Range #1. I have spoken to managers and no one can fix the problem. Today I was told you need to go back to the store and have them fix the problem. I have been treated like a dead beat several times when they have called. Saying things like well you are Mrs. [redacted] aren't you. How can you not know where the range is now. Are you sure you don't have 2 ranges. It is horrible. I have had to leave business meetings to take these calls and now look like a dead beat in front of my company owners and customers. They call constantly. I always answer because of the number being local.Desired Settlement: My Credit Report correctedPhone calls stoppedPayments moved to current accountCompensation for my time and the harassing phone calls

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] concerns regarding account #[redacted], and [redacted]. Mrs. [redacted] states the gas range that was purchased on December 2, 2013 was

on back-order at the time of purchase and was never delivered. Mrs. [redacted] opted to return to the store on December 6, 2013 to

purchase the second range.

She is requesting we close account #[redacted] and

remove negative credit marks from her credit bureau.

According to our records Mrs. [redacted] signed a 30-month

retail installment contract on December 2, 2013. Account

#[redacted] included a gas range and the connections. Mrs. [redacted]

also signed an additional 32-month retail installment contract on December 2, 2013.

Account #[redacted] included a 55” television, a Blu-Ray Player and a wall mount.

On December 6,

2013 Mrs. [redacted] returned to the store and signed a 32-month retail

installment contract. Account #[redacted] included another gas range and the

connections.

The television and Blu-Ray player listed on account

#[redacted] were delivered to Mrs. [redacted]’s residence on December 5, 2013. The

range purchased on December 6, 2013 listed on account #[redacted] was delivered

to Mrs. [redacted]’s residence on December 7, 2013. The range purchased on December 2, 2013,

listed on account #[redacted] which was on back order, was delivered to Mrs. [redacted] residence on December 15, 2013. All three

delivery tickets were signed confirming acceptance of the

merchandise.

The signatures on the delivery tickets are consistent

with the signatures on file for the customer's

accounts.

All records indicate Mrs. [redacted] has both gas ranges in

her possession.

We will mail copies of the signed documents to the

address on file for Mrs. [redacted]. Due to signatures on file confirming

acceptance of the merchandise, we are unable to close account #[redacted] or

remove any credit marks associated with the account.

Consumer

Response:

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

The company that handled the delivery of the back ordered range took the 1st range back. I don't have documentation showing that but the delivery service called and confirmed that the driver had taken the range with them. The store Manager said he knew that the range was returned to Conn's. Conn's has not contacted my employer and I was given 3 days off without pay to take care of this matter. I have spoke to Conn's on Sunday May 18th and was told a credit has been issued. I have been told this same story for months. I am very unhappy with this service. I am not happy that it cost me $750 in pay and has been reported 30 and 60 days late at this point.

Business

Response:

Thank you for the again additional opportunity to

respond to Mrs. [redacted] concerns regarding account #[redacted], and [redacted]. We appreciate the additional

information Mrs. [redacted] provided in order for us to resolve her concerns. We are

in the process of crediting the range to account #[redacted] We will

reverse all late fees and credit marks associated with the account. Please allow

30-60 days for the credit reporting agencies to update your credit

report.

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

any inconvenience she experienced due to this matter.

Review: I made a purchase of a nobel sofa, wedge, loveseat, recliner on 6/14/2014.We waited all day for the delivery. [redacted] in Conns warehouse stated that they would take the delivery charge off of the bill. $129.99. Come to find out the charge will not be deducted until the bill is almost paid out. That what Conns stated after the fact.The wedge was returned. It was purchased at your clearance center on [redacted] However, the sofa has a tear, the two seat recliner does not work properly on both sides. I called for a service repair. The latest that they could send a technician until July 12, 2014. That is too long of a wait. This is unacceptable. I pay my Conns bill on time and I am never late. We need help now. I am forwarding this to the Revdex.com.Thanks [redacted]Desired Settlement: They either need to come and fix the furniture before July 12, 2014. Or they need to replace it.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 6/14/14,

Mrs. [redacted] purchased a Catnapper Nobel furniture set which consisted of four

pieces (sofa, loveseat, recliner, and wedge) with a 1-year limited

manufacturer’s warranty however, the wedge was returned and a credit of $216.50

was processed to Mrs. [redacted] account. On 6/20/14, Mrs. [redacted] contacted us

stating the recliner cushions are loose, the wood is visible and it was not working

properly, also there were three nicks on the sofa. Mrs. [redacted] was informed

that nicks are not covered under the manufacturer’s warranty however; we could schedule

a technician to come out to assess the recliner. Our records show Mrs. [redacted] service appointment has been re-scheduled for 6/27/14 as requested.

If we may

be of further assistance, Mrs. [redacted] may

contact Customer Service at [redacted]

Kind regards,

Customer Relations

Review: I purchased a refrigerator on 4/29/14 it was delivered on 5/3/14 & left in the middled of my kitchen floor not connected or pushed backed. Once I connected it, I found that the ice maker doesn't work and it's too big for the space. It blocks my back door which is a fire hazard. I have ask conns for over a month now to come and pick up the refrigefator and replace it with one the works and one that doesn't block my back door. Nothing has been done. I have got the run around from the first day I called and it has continued.Desired Settlement: Before I purchased the products the salemans explains that if there was any problem with my items as in if they didn't work or didn't fit because other customers has had to bringd things back because they didn't fit in their house and etc...it would be taken care of and that's exactly what I want him to do is take care of the problem and stop giving me the run around.The salesman the manager and even the corporate office hasn't helped at all.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 4/29/14, Mrs. [redacted] purchased a LG refrigerator from us. Our records indicate Mrs. [redacted] was scheduled for delivery and received her refrigerator on 5/03/14. Mrs. [redacted] contacted us on 5/14/14, stating her refrigerator was too large for her residence and she wanted to exchange it. After reviewing Mrs. [redacted]’ complaint Conn’s has agreed to offer Mrs. [redacted] the option to return or exchange her refrigerator with the $129.99 exchange fee. We attempted to contact Mrs. [redacted] of this offer, but we were unsuccessful in our attempt. Mrs. [redacted] may visit her nearest Conn’s store to reselect. We sincerely apologize to Mrs. [redacted] for the experience she has had as a result of delay.

If we may be of further assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252.

Kind regards,

Review: I Purchased a washer and dryer on May 10th, 2014. The delivery team didn't complete set up (no hookup on the steam portion of the dryer) turned the units upside down to attach the base then left. Both units were shaking horribly. I called and reported the issue. They sent the same delivery team to "fix" the issue. They "balanced" the washer and dryer but told us the dryer is supposed to be wobbly and if there is still an issue it's with the drum inside and to call repair services. Shortly after my husband pulled the dryer out to connect the steam option (that the delivery team lied and said they didn't have the parts for.) When he did he noticed the dryer was "balanced" in the back between the pedestal and the dryer with a broken piece of plastic and an owners manual. We called repair, they came out and balanced out the washer and said there was never anything wrong with the drum of the washer they just were not balancing it properly. The dryer he said he couldn't fix because it was broken brackets that he doesn't have and that Conn's is going to have to sent someone out to fix it. I called and called for a month with no returned calls and a lot of attitude. After FINALLY getting the delivery team to come out on Thursday May 26th. (after the payment due date) The delivery team said the pedestal is broken and they need to get a new one out to us. It's 2 days later still no call/email on when a new one will be sent but we have gotten a rude collector calling insisting we make a payment or he'll charge us the entire debt. I call last week to request a due date change because I don't think I should have to make a payment on something that is broken. I told the man I did as such and he told me to bad I have to make a payment anyway and he will not give me a due date change. That it doesn't matter that it's broken I still have to pay for it. I've been calling for a 1 1/2 months to get this resolved no one has returned my call so I don't trust it will be taken care of until it's actually been fixed!Desired Settlement: Replacement of the pedestal and change in due date for AFTER my item is fixed at the very least! At the most compensation (on top of the first two requests) in the form of credit on my account for the time, stress, and inaction of this careless company.

Business

Response:

Thank you for the opportunity to

respond to Mrs. [redacted] complaint. Our records show on 5/10/14,

Mrs. [redacted] purchased a Samsung high efficiency washer and dryer with a

24-month Repair Service Agreement on both items, two Samsung pedestals, 3 wire

dryer cord, and delivery totaling $2,013.51. After reviewing Mrs. [redacted] complaint Conn’s has agreed to honor Mrs. [redacted] request and

exchange her pedestal. Mrs. [redacted] pedestal is scheduled to be

delivered on7/07/14. In addition Conn’s has

agreed as a goodwill gesture to change her first payment due date to 7/24/14.

We sincerely apologize to Mrs. [redacted] for experience and inconvenience as a

result of delay.

If we may be of further

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

Kind regards,

Review: Received a mailing from Conn's saying that my line of credit had been increased. I went to the store to make a purchase and was declined. Called customer service to be told that they don't have lines of credit and that it was just an ad and with credit approval. Talked to 3 different supervisors and was told the same thing that they don't have lines of credit. This is a lie, and this is false advertising. Conn's is known for ripping people off and selling products that either are broken when purchased or last less than a year. They also tack on insurance that my homeowner policy carries and fail to tell you about it until you are sucked in by their smooth talk. Right now I have a $1500 HD flat screen that is already broken and I still owe money on it. Yes, I did not get the extended warranty because I have heard horror stories about how they never fix it right, or if it gets fixed at all. They need to be stopped doing what they are doing.Desired Settlement: I want my TV replaced. It is just a hunk of junk sitting in my living room, or at least get my "line" in activation so that I can purchase another TV even though I don't want to do business with these clowns.

Business

Response:

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

5/21/14, Mr. [redacted] went into Conn’s in Oklahoma City, OK after receiving a

promotional offer to increase his credit limit with Conn’s. After further

review, we show Mr. [redacted] did not meet the qualifications to increase his

credit limit at this time. As listed on the promotional offer Mr. [redacted]

received this offer is not guaranteed; credit may not be extended if, after you

respond, we find that you do not meet the criteria used to select you for this

offer or an applicable criterion bearing on creditworthiness.

After researching Mr. [redacted]’ complaint regarding

his television; we show on 5/15/11, Mr. [redacted] purchased a 55” Toshiba

television with a 24-month Repair Service Agreement Plan which has expired as

of 5/15/13. As of 6/11/14, we have no indications that Mr. [redacted] has

contacted us regarding any issues with his television. Mr. [redacted] may contact

our service department at [redacted] to have a technician assess his

television however; he will be responsible for any charges that may apply to

repair the unit. We are unable to honor Mr. [redacted]’ request for an exchange

due to the television no longer has extended warranty protection.

If

we may be of further assistance, Mr.

[redacted] may

contact Customer Service at [redacted]

Kind regards,

Business

Response:

Thank

you for the opportunity to respond to Mr. [redacted] additional comments. We have honored Mr. [redacted] request to have

all promotional offers cease and desist.

If

we may be of further assistance, Mr.

[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. I still am receiving offers and they have not stopped as promised. I feel this is a form of harassement and is uncalled for. My accounts should be paid in full by you if this doesn't stop. I am paying for a TV that is a piece of junk, and I will be dropping it off at the OKC location within the next week so they can deal with it. And no, I will not have Conn's fix it.

Review: Computer purchased from Conn's store #[redacted] on June 6, We were misled/deceived by [redacted], the salesman and purchased the next higher priced computerHe assured us that the payment would be within our monthly budget of $60-$for either computerWe were financed thru GE Capital Retail BankWe received the first bill and the amount was $We received the billing statement before the 14-day policy for returning the computerWe complained to the store and told us we should contact GE to resolve this issueAfter calling GE, we received no response within the return/exchange periodThe store sent their corporate office a request for resolution on ticket [redacted]Still no responseWe keep in close contact with both parties and are sent back and forth between Conn's, their corporate office, and GENobody seems to want to resolve this issueSupposedly, customer service is their #priorityWe don't get itWe just want to either return the computer that [redacted] talked us into or exchange it for the lower model we wanted in the first placeIf we keep getting the run-around thru different offices and our payment is late, it will affect our credit ratingWe don't want that to happen.Desired Settlement: We would prefer a full refundIf that's not gonna happen, then we would like to exchange for the lower priced computer we wanted in the first placeWe feel we were deceived by [redacted]We will not purchase any future needs from this storeWe have been satisfied customers with Conn's for several years
Business
Response:
Thank you
for the opportunity to respond to Mrs[redacted]’s complaintOur records show
on 6/03/14, Mrs[redacted] purchased a Hewlett Packard Envy Recline
desktop computer with a 25-month Repair Service Agreement totaling
$2,Mrs[redacted] submitted an application and was approved to
finance through GE for 24-month equal payments no interest as stated on her
authorization pageBased on Mrs[redacted] final total her equal payment amount came to $After further research we show Mrs[redacted]
contacted the store manager stating she wanted the month term with a 12.99%
APR, oppose to the 24-month Cash option; extending the term would reduce her
monthly paymentsWe attempted to
contact Mrs[redacted] on 7/28/14, but was unsuccessful in our attemptConn’s has agreed to honor her request for
months with a 12.99% APRThe correction
has been submitted to GE for processing
Please allow days for the account to be updatedIf we may be of further assistance, Mrs[redacted] may contact Customer Service at [redacted]
Kind
regards,
Customer
Relations

Review: 5/5/14 Had my over the stove microwave serviced by Conn's service department at which time my new stove was damaged. The service person was removing the microwave from over the stove single handed when he it slipped from his arm. He was asked if he needed help by both my husband and myself;he replied no he got it.Then stated he wasn't able to repair due the fact he needed another part ;he left our home stating the service would be rescheduled once part received. He never mention he damaged our stove; service department was notified ; [redacted] requested E-mail pictures of the damage which was sent 2 times yet informed never received. Then I spoke to [redacted], who actually call us due us rating Conn's a one out 5;he claimed he would resolved the issue .He sent out a person to take the pictures of the damage and I was assured the stove be replaced(Claim #[redacted].Multiple stores of how they resolve this damage. +Desired Settlement: My stove is a GE from sears a new line convention/bake double oven with cast iron /5 burners which was less 5 mos in my home . I was told they would replace by [redacted] due to the damage . Mr. [redacted] , number [redacted] or [redacted]The actual part needed to repair my GE stove (brain) has to come from the manufactory due the stove been a new line of appliances. Multiple calls to Conn's service department only to hear they still investigating. We are requesting 1500.00 to resolve issue

Business

Response:

Thank you for

the opportunity to respond to Mrs. [redacted] concerns regarding damage to her

range. Our records show on 11/19/10,

Mrs. [redacted] purchased a Frigidaire over the range microwave and 48-month

Repair Service Agreement with us. Mrs.

[redacted] contacted us on 4/10/14, stating the microwave was making a sizzling

and popping noise. A service call was set-up and upon inspection the technician

found the magnetron and lights needed to be replaced. The parts were ordered and replaced on

4/29/14 however; they did not repair the microwave and it was found to be

uneconomical to repair. Mrs. [redacted]

contacted us on 5/5/14, stating the technician almost dropped the microwave but

hit the stove when he caught it. She

stated the stove is now damaged.

Mrs. [redacted]

has spoken with the service tech manager and Conn’s has extended the following

options:

Conn’s

can repair the damage.

Reimburse

Mrs. [redacted] for Sears to repair the damage. An estimate or invoice would

need to be provided.

Reimburse

Mrs. [redacted] for the replacement value of the range. Original invoice

would need to be provided showing the date of purchase, model and serial

numbers along with pictures of the damage.

Mrs. [redacted]

was contacted on 7/21/14, regarding her concerns. She stated the first two options were not

acceptable because if Conn’s repaired the range it would void her warranty with

Sears. She also mentioned the part

needed to repair the range was not available yet because it was a newer

model. Mrs. [redacted] stated she had

already emailed pictures of the damage to the service tech manager twice however;

we do not show the email was successfully received. To better assist Mrs. [redacted] and resolve

her concerns we will need pictures of the damage and a copy of her receipt showing

the original date of purchase, model and serial number to process the claim. Mrs. [redacted] may send this information

directly to the Revdex.com.

Business

Response:

We spoke with

Mrs. [redacted] on 8/18/14, regarding her concerns and she agreed to forward us

pictures of the damage and proof of purchase.

Although Mrs. [redacted] did not have her original invoice we accepted a

copy of her Sears Protection Contract to verified proof of purchase which she

provided. The pictures Mrs. [redacted]

provided should the control panel was scratched in multiple places. While reviewing Mrs. [redacted]’s claim we

found her range was repaired on 8/5/14 under her Master Protection Agreement

and there was no out of pocket expenses.

Mrs. [redacted]

was contacted on 8/26/14, and advised although we were unable to honor her

request for $2,000.00 we offered as a gesture of goodwill $408.54 for the delay

and any inconvenience caused.

Mrs. [redacted] has rejected our offer at

this time.

If Mrs. [redacted] reconsiders our offer she may contact me

directly 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.]

I want the stove replaced as it had no damage and wasn't year old and I paid for the service plan which repaired the stove Conn's service department staff damaged in my home. Then I had to prove it over and over again the damage /proof I paid for my stove. .The extended lack of usage of stove til it was repaired by Sears. True lack of respect and regards by Conn's service staff and Department of Resolution is unbelievable ! Ms [redacted] started off with we give you 204 as that's your payment for 1 mo on your account then said 2 mo payment toward your account .The bottom line We didn't damage our new stove Conn's service man ;who left without a word to us of the damage done. Then every call to the service department went from one person to the next would get back to us; now Ms [redacted], says she is the top and no other person we can address this matter too in Conn's. Therefore we have addressed the Attorney General office and the Fox new's as of today regarding the incident and way it was managed by the Conn's Dispute Resolution team

Regards,

Review: I ordered furniture from this store on the [redacted] for delivery on the [redacted] between [redacted]. I was called at [redacted] the [redacted] to be told that they could not make delivery. I was told to wait and they would call me back later to see if they could make delivery that day. Later on, around [redacted] I called back to inquire about the delivery. I was told that they would not be able to deliver the furniture for another week. I called the next day to cancel the order because, I decided to go to another company and did not want to wait another week for the order. I had already waited a week and a half. The following day on the [redacted] I went to the store to make sure the order was canceled and to collect my deposit of $[redacted]. The manager told me that they could not give me a refund there. I then asked why not, and was told that accounting handles that, and that I would receive a check for the money in 7-10 days. I then asked the manager to give me a receipt showing that I cancelled the order that day, and to have the receipt show that I was due a refund of [redacted]. He said he couldn't do that, that their system was not set up for that. I told him I wasn't leaving until I had something in hand to prove I was due a refund. He then generated an invoice showing a negative balance, which I was to assume would be sufficient enough that they would pay back my deposit.I asked the manager when I would get the refund, and he said 7-10 days. I asked him to sign it and he refused. I waited the 7-10 days and an 6 additional days to make sure I would have my check. No one has contacted me during these 16 days to see why I canceled the order, or to give me a status on my refund. I contacted the customer service line and was told their was nothing they could do for me. I was told three different stories as to the status of my refund, from, you will have to talk to accounting, to, it will be another 7-10 days maybe after the accounting department does its review, to it looks like they may have sent it out.Desired Settlement: I would like a prompt refund of the deposit I paid of $[redacted]. I would also like a hand written letter of apology from the CEO of Conn's, on letter head.

Business

Response:

Thank you for the opportunity to

respond to [redacted]’s concerns regarding a return. [redacted] stated he ordered furniture and

it was not delivered when expected so he returned the merchandise. He stated he has not received a refund for

the $[redacted] down payment.

According to our records, Mr.

Gameson signed a 32-month retail installment contract on [redacted] refunded the merchandise on [redacted]. We processed the refund on

[redacted] and a refund check was mailed to the address listed on the

contract on [redacted].

Please note, it can take 7-14

business days to process a refund request.

If [redacted] has not received the refund check, we ask that he contact

us so we can track the check.

Consumer

Response:

Although the company has refunded the money to me and has performed its duties perfunctorily, there is still the matter of poor ethical business practices. I requested an apology from the CEO, in the hopes that they would look into the matter, and discover why they had lost a customer. This does not seem to be of any concern to the company. I am still not satisfied with the outcome. This is not just about the money.

Review: Bought a GE window unit on 7-26-2014 and the extended warranty that I was told if something happen to unit for 3 years they would replace it WELL good luck with that. Well it went out 8-2-2014 6 days after installed. Called conn's they said bring in ok took out unit Boxed up unit still had every thing and took back to conn's at Gateway where I got bought from talk to manager HE SAID O SERVIVE OFFICE CLOSED TODAY CAN"T REPLACE TILL SERVICE LOOKS AT. THAT WAS NOT WHAT I WAS TOLD WHEN I BOUGHT WARRANTY REPLACE, MEANS REPLACE. I'm 60 plus years old have Heart problems 3 strokes retired disabled I need A/C but did they try to replace NO said they would place on service List and have someone come out and look at unit DA I said it's in my truck now I need unit today IT"S HOT IF I get hot could have another stroke SORRY is all I got. Will never every every buy anything from conn's again. Dead A/C unit no money back or new unit Not a good way to do business.Desired Settlement: I would like my money back and a unit installed for unfair business practice like other business do, But that will never happen because this day no one does business the right way anymore. I know so many people cheat today company's that a honest person don't have a prayer. I think they need to do the right thing...............

Business

Response:

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

complaint. Our records show on 7/26/14, Mr. [redacted] purchased GE air conditioner

with a 36-month Repair Service Agreement Plan. The warranty purchased is not a

replacement plan however; it covers all necessary repairs and parts for the

covered product. On 8/4/14, Mr. [redacted] contacted us stating the air conditioner

would not power on and the unit was sent to service. On 8/6/14; the technician

inspected Mr. [redacted]’ unit but no problems were found, unit functioned as it

should in repair shop. The technician noted it may be a problem with Mr. [redacted]’

home electrical outlets and unit was returned to store for pickup. At this time

we are unable to honor Mr. [redacted]’ request for an exchange due to no problem

were found with the air conditioner. We suggest Mr. [redacted] check the electrical

outlets in his home to ensure they are functioning properly. Once an electrician

has inspected the outlets, if the problem still occurs, he may contact our

service department at 1-855-266-6349 to schedule an in home repair.

If we may

be of further assistance, Mr. [redacted] may

contact Customer Service at [redacted]

Kind regards,

Customer Relations

Review: nine days ago my ac went out it is under warranty. called they sent out a service man he said the compresser and switch was out have called them several times and they said they were waiting for the parts I am on oxygen and my trailer is about 110 degrees they are not concerned about my ac or healthDesired Settlement: FIX MY AC

Business

Response:

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

Our records show on 6/26/12, Mr. [redacted] purchased a [redacted] air

conditioner with a 24-month Repair Service Agreement Plan which expired on

6/26/14 however; Mr. [redacted] renewed his warranty with [redacted] to provide

extended coverage. On 7/28/14; Mr. [redacted] contacted us stating the air

conditioner was not cooling and blowing hot air. A service call was scheduled

for 7/30/14; upon inspection the technician found a new compressor and

condenser coil were needed to complete repairs. Once the parts became available

the technician replaced the compressor and drier; unit tested ok. As of

8/25/14, we have no further indication of any further issues Mr. [redacted] is

experiencing with the air conditioner. If Mr. [redacted] is in need of service he

may contact the Service Department at ###-###-####.

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

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

Kind regards,

Review: I AM FILING A COMPLAINT AGAINST CONN'S FOR BAD CUSTOMER SERVICE,AND FOR A REFRIGERATOR THAT HAS NEEDED TO BE REPAIR SEVERAL TIMES,IT WAS FIRST ON 5-30-14 DIDN'T GET RESOLVED UNTIL THE END OF JUNE.A PART WAS ORDERED FOR NOT COOLING AND IT WAS REPLACED WITH A WRONG PART,SO THEY ORDER FROM SAMSUNG WHICH TOOK OVER 1 WEEK FOR ORDER TO BE RECEIVE.THEN WHEN THEY DID REPLACED IT MY FRIDGE FROZE ALL MY FOOD.HAD TO SEND AGAIN A TECHNICIAN TO LOOK AT IT AND ORDER ANOTHER PART SO IT COULD WORK.I AM IN NEED OF A REPLACEMENT THAT IS WHY I PURCHASE A WARRANTY.WHEN I CALL TO OPEN A TICKET I GET HUNG UP ON OR BLIND TRANSFER TO DIFFERENT DEPARTMENTS JUST TO FILE A TICKET FOR SERVICE REPAIR.I AM REALLY NOT GETTING NOTHING RESOLVED PLEASE HELPDesired Settlement: I NEED A NEW REFRIGERATOR

Business

Response:

Thank you for the opportunity to respond to Mrs.

[redacted]’s complaint. Our records show on

4/26/12, Mrs. [redacted] purchased a Samsung refrigerator with a 48-month Repair

Service Agreement Plan. After further research, we found Mrs. [redacted] had

three completed service calls; the last call was placed on 8/22/14 stating the

refrigerator was not cooling. A service call was scheduled for 8/25/14; upon

inspection the technician was able to replace the dispenser cover assembly on

site and the unit tested ok. At this time we are unable to honor Mrs.

[redacted]’s request for an exchange due the repairs has been completed. If Mrs.

[redacted] continues to experience problems with her refrigerator she may

contact the Service Department at ###-###-#### to have technician re-evaluate

her service needs.

If

we may be of further assistance, Mrs.

[redacted] may

contact Customer Service at ###-###-####

Kind regards,