Conns Appliance, Inc.

Review: I, [redacted], and my husband, [redacted], purchased a Samsung washer and dryer which was delivered on 1-**-14. The total cost for these items, support accessories, and delivery was $1644.94. On the delivery day, we noticed a dent in the washer door and a tear in the tile flooring. We tried to catch the delivery team, to no avail, as they had left the area. My husband has been calling daily since, placing the first call immediately on 1-**-14.He has been given the "run around" ever since. He even called the corporate office, was told "the situation will be addressed with 72 hours. Four days later, he calls corporate again only to be told the same ridiculous story about the "72 hour turn-around time, which will begin allover again". I love the washer, but I don't think it is an easy fix, since the door has a computerized locking mechanism. If this is how Conn's does business, I guess they really are "cons". I would like for Conn's to fix the floor in my newly constructed home and replace my washer. At the least, fix my floor and give me a monetary discount for the damaged washer.Desired Settlement: I would like my tile floor fixed and my washer replaced.

Business

Response:

Case # [redacted]

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

Our records reflect that [redacted] purchased a washer on 1/**/14 which was

delivered on 1/**/14. On 2/**/14 we show that [redacted] contacted us regarding a

dent in the washer. However, the call was cancelled because dents are not

covered by the repair service agreement. Although we’ve been unsuccessful in

our attempt to contact [redacted] we have agreed to exchange the washer. A voicemail

was left for [redacted] to contact our office if she has any additional concerns. [redacted] may contact the purchasing

store to schedule pickup and delivery to receive her new washer.

Furthermore, regarding [redacted] property damage claim, the 3rd

party vendor that completed this delivery has contacted [redacted] regarding this

matter, which is currently in processing.

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

directly at [redacted].

Kind regards,

Conn’s Customer Relations

Review: We purchased a Samsung 60 in. 3D SMART television from Conn's with the extended warranty that includes full replacement if the product is unable to be repaired. The contract states that if a technician services the item and it is not fixed in 3 visits or 30 days they will replace the item with a something equal. Our television has been serviced not starting in January and at our 4th service visit on February 19th 2014 where the technician had replaced the main board and all other parts several times. The technician indicated that he could not fix it and would submit the product for replacement which should take about 3 days. We have contacted Conn's for weeks and have been getting the run around about approval for the replacement. It has been "escalated" according to everyone I have spoken with for three weeks. This week I was told the CEO of service was reviewing it. We have yet to receive the reimbursement or a reason it is not yet approved. The product is under warranty and less than a year old and we are current on our payments for the product. Conn's is not keeping up their end of the warranty contract they pushed and pushed during the purchase of the television. The sales person bragged about how easy replacement would be if something happened.Desired Settlement: I would like Conn's to provide the replacement in the warranty contract that was purchased immediately! To stop delaying their contractual obligation and giving me the run around and wasting my time. I am entitled to a replacement of the television with equal or greater features per their warranty the sold us.

Business

Response:

Case ID: [redacted]

Thank you for the opportunity to respond to Ms. [redacted] complaint. Our records reflect that Mr. [redacted] purchased at 60”

television on 3/29/13 with 25 months extended warranty. Our service department was contacted on

5/14/13 stating that the television and camera turned on by itself. The technician reported that he reset the

television to the manufacturer’s specifications. Mr. [redacted] contacted us again

on 12/20/13 stating that the 3D turned on by itself and the menu was popping

up. Upon inspection the technician

replaced main board and three other parts. The last service call on file shows

Mr. [redacted] contacted us on 1/24/14 stating the unit would not connect to the

network. The technician found that the main board needed to be replaced once

again. The part was ordered and we later found it was on back order with the

manufacturer. We would like to apologize

for the delay. We appreciate Ms. [redacted] for bringing the issue to our attention

to ensure that this is address. Mr. [redacted] has been contacted and is aware that

the exchange has been approved. Mr. [redacted] may visit his local store to

re-select at this time.

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

Kind regards,

Conn’s Customer Relations

Review: I bought a new samsung washer from conns feb 22 2014. it does not work, never has worked. samsung tech came out and said it needed new parts. conns said their tech had to come out. conns techs came out 4 times and replaced parts and didnt fix it. conns said I had to get approval from samsung. samsung recieved all paperwork from conns techs and said to contact the conns store for exchange. neither conns nor samsung wants to take responsibility for replacing this brand new washer that never has worked. meanwhile conns insisted I make a payment on this or it would go against my credit. I asked them to just come get this broken washer I didnt want it anymore since it doesnt work and I cant get it replaced and they told me that since I signed contract I would still be obligated to pay for it even if they came and got it???Desired Settlement: I would like the washer replaced, refund of first payment, and refund of all ive spent at laundrymat!!!

Business

Response:

Thank

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

show on 2/22/14, Mr.

[redacted] purchased a Samsung washer and dryer with a limited 1-year manufacturer

warranty on both items totaling $1190.72. Our records show on 3/02/14, Mr. [redacted] contacted us

regarding his washer; stating the washer’s display screen blinking on and off,

humming, and not turning on the spin cycle. A service call was scheduled

for 3/4/14; upon the inspection the technician found the pressure system and

main board needed to be replaced. After multiple attempts to replace the

recommended parts we were unable to successfully repair Mr. [redacted]’s

washer. After assessing the repair needs

and reviewing the service history on Mr. [redacted]’s washer an exchange was

approved on 4/21/14.

Mr. [redacted] was contacted and has since replaced his washer on 4/23/14. Conn’s would like to apologize

to Mr. [redacted] for the experience he had and for any inconvenience caused as a

result of the delay.

If we

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

Kind

regards,

Conn’s

Customer Relations

Review: in October I made an agreement to get current on payments I was behind on and was told it would be in 4 payments and would be drafted out of my checking account and resume normal payments as of February 2014 - they are calling me harrasing me the day after the last payment in January and was told I am two months behind, after speaking and trying to please my case and advising them I would have never agreed to something to not help me but to now harrass me and demand payment or they will refer me to thier legal department they stated they will YET MAKE ANOTHER AGREEMENT to take a 10.00 payment to put me current once I make YET ANOTHER AGREEED payment, AFTER DEMANDING THEY SEND THIS TO ME IN WRITING THEY ADVISED THEY DONT DO THIS AND REFUSE TO DO THIS but want the money and to draft my account. I have nothing but "THIER WORD" that I will AFTER FEBRUARY'S PAYMENT be brought to a current status and will "RESUME" payments as normal starting in "MARCH" as they stated to me in October. And they continue to call me and harrass me everyday after I SET UP THIER AGREEMENT ONCE AGAIN. I obtained a warranty with them and they advised I CAN NOT REQUEST THAT THEY FIX ANY ITEMS UNTIL I GET CURRENT which was supposed to happen after this month now I have to wait another month to see if they advise me the same thing about being behind again????????Desired Settlement: I NEED THEM TO HONOR WHAT THEY ADVISED IN OCTOBER AND I WANT TO USE MY WARRANTY THEY REFUSE TO HONOR WHICH I PAY FOR

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,

Complaint Detail

Review: **Delivered defective product 6/22. **Requested service 6/24. inspection 6/25. According to inspection company sofa/chaise was attached incorrectly AND the chaise **Connected with Conn's 4 separate time on 4 separate days on plan for replacing defective product.1.6/26 and they did not see any inspection report. Said they would call back. Never heard from anyone2. 6/28 called and they said it needed management approval. No response.3. 7/1 Called store and said they would look into it and call back. NO response. Talked to [redacted](sales person) and ops manager on either 7/1 or 7/2.4. 7/2 called Mesa store and they indicated it was scheduled for delivery on 7/3. No call received. Not only are there service issues the product is breaking down after less to two weeks.Desired Settlement: Want refund. Paid 1858.78

Business

Response:

Thank you for the

opportunity to respond to Mrs. [redacted] complaint. Our records show on 6/21/14, Mrs. [redacted] purchased a Corinthian Mead sectional furniture

set which consisted of three pieces; sectional sofa, sectional chaise, and

ottoman with a limited 1-year manufacturer warranty on all three pieces.

Mrs. [redacted] also elected to have her furniture delivered bringing her purchase

total to $1,858.78. Our records indicate Mrs. [redacted] was scheduled for

delivery and received her furniture on 6/22/14; however one of the furniture pieces

was damaged during delivery. After

reviewing Mrs. [redacted]’s complaint we found there was a lack of communication and Mrs.

[redacted]’s replacement was not delivered as scheduled. Due to the

inconvenience and the miscommunication Conn’s has agreed to honor Mrs. [redacted]’s

request to return her furniture and receive a full refund in the amount of

$1,858.78. Mrs. [redacted] has been contacted and her furniture is

scheduled to be picked up on 7/12/14, once

picked up Mrs. [redacted] will be issued a credit to her Visa card for $858.78 and

the remaining $1000.00 will be refunded within 10 business days. We

sincerely apologize to Mrs. [redacted] for the experience and inconvenience she has

had.

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

contact Customer Service at [redacted]

Kind regards,

Review: We made a purchase on 06/01/2014. Revised the contract on 06/09/2014, due to price matching. The revision lowered the amount of our payment, and changed the due date to the 9th of every month. No one seems to be able to update their system with the revised information. We have had the store fax it 3 times and I have personally emailed it 3 times. They continue to call my husband and I over 15 times per day, telling us our payment was due on the 1st. I have begged them to give me someone that can adjust the contract in the system, only to be told it will be handled. Which is followed up in 10 minutes by another collection call.Desired Settlement: Would like Conn's to update the contract correctly and stop the collection calls unless the payment is due. Also requested a new payment book on June 9th, have not received one because they have not updated the contract.

Business

Response:

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

concerns regarding her account. Mrs.

Bong stated she made a purchase, the contract had to be revised and the information

was not in the system yet.

According to our records, Mrs. [redacted] a 32-month retail

installment contract on June 1, 2014.

She then signed a replacement contract on June 9, 2014. The replacement contract has been processed. Account #[redacted] has been closed and

replaced with account # [redacted]

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

any inconvenience she may have experienced due to this matter.

Review: I have been lied to by every person I have talked to with Conns. I have been dealing with this since OCT 2013. I was suppose to have 0% on my contract with the new Dishwasher, that never happen. It took over a month and 3 times to finally get delivery, the manager promised me when I bought it, that it was in stock and ready for delivery, I did not know I wasn't getting delivery until my husband had already taken a day off of work and them called to find out we were not getting delivery. This happen THREE TIMES. My husband took 3 different days off of work, all three times we DID NOT get delivery until the FOURTH time, never compensated for taking 3 days off of work with NO PAY! We STILL have not received a payment booklet to make payments, and we have been lied to by customer service, collections, and the store. Every time we talk with someone, and tell them what we need, they transfer us to a different department, who then tells us they can't help us, and transfers us again. I now have product issues, the dishwasher does not clean or dry the dishes. The tech came out, did not even look at the dishwasher, called the manufacturer who told him the dishwasher was not cleaning or drying because the water was not 120 degrees. My old dishwasher cleaned and dried just fine, but this NEW one from Conns does NOT. When it was installed, the techs used the 10 year old cables instead of the NEW cables I BOUGHT from them. We were told by [redacted] in collections to NOT make any payments until this is resolved. And now, every time they call, with threatening phone calls, we explain we don't have a payment booklet, and explain the issues, but they won't resolve any issues or make anything better. No one seems to want to help resolve any customer service issues, not the General Manager [redacted] at the store, no one in their so called "customer service" department, and the District Manager for the store WILL NOT return any phone calls.Desired Settlement: I would like a dishwasher that works properly, I would like it installed properly, I want the 0% I was promised by the manager we spoke with when we bought it, and if that cannot be done, then I want some sort of credit back to the account for the days missed of work, and my credit fixed that Conns has messed up. I want a Dishwasher that actually works.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on September 29, 2013, Mrs. [redacted] purchased LG dishwasher with a 48-month

Repair Service Agreement from us and elected to have her dishwasher delivered. According to our records, Mrs. [redacted]

signed a 30-month retail installment contract on September 29, 2013. Mrs. [redacted]’s

contract does not indicate a no interest offer was made on this purchase. We have reviewed her purchase and found

although her credit application was approved for 12-month no interest, the

product she selected did not qualify.

In regards to

Mrs. [redacted]’s dishwasher we show Mrs.

[redacted] contacted us on July 18, 2014, stating her dishwasher was not cleaning the dishes

completely and the heat dry setting was not working. A service call was

scheduled for July 23, 2014; during the inspection the technician found the water

temperature was too low and advised Mrs. [redacted] the dishwasher was up to

the manufacturer specifications. At this time we are unable to

honor Mrs. [redacted]’s request to return or exchange her dishwasher. If Mrs. [redacted] feels her dishwasher is still

not working properly she may contact our service department @ [redacted] to

schedule an appointment for a technician to assess her repair needs.

If

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

at [redacted]

Kind regards,

Customer Relations

Review: [redacted] from Conn's is calling my house [redacted] about [redacted] who is my mother in law but is not living in my home debt. Conn's calls my home from [redacted] 4 times a day my husband has told them that she does not live here and I have also my self They have left messages on my phone after I told them that they keep calling the wrong home for her. I can proved those messages if neededDesired Settlement: A wirtten letter from company stating that they will not contact my number again for her [redacted] and apology from this company for this hassrassment

Business

Response:

Thank you for the opportunity to

respond to [redacted] concerns regarding an account. [redacted] stated she has been

receiving calls regarding an account that is not hers.

We have determined this account

belongs to another customer and [redacted] telephone number was linked to the account in

error. We have placed a cease and desist

on the telephone numbers provided by [redacted]. In the event [redacted]

receives any further calls from Conn’s we ask that she contact us immediately

so we may address the issue further.

We sincerely apologize for any

inconvenience [redacted] has received due to this matter.

Review: It was brought to my attention by my employer that I was more than 30 days late on my account with Conn's as of January 2014, and that I'm at risk of losing my secret security clearance and losing my job if it's not corrected. I contacted Conn's on July 9th, and was told by the agent he did not see a 30 day late for January 2014, and to fax a copy of the credit report, a few days later I called back and was told that it was correct, with no evidence of investigations. I did a dispute with the credit bureau. I called back to the Call Center and spoke with a lady on July 17, and explained that I need to get this resolved quickly with them in order to keep my job, they seemed unconcerned. They told me it would be forwared and escalated and that I had too many NSF was the reason for the late payments. I explained to them that, I made double payments by accident and had to cancel the double payments for several months, and when I called and ask them to cancel it, they couldn't, so I cancelled the bill payments with my back, and allowed Conn's to debit from my bank account. They also told me I only made a payment for 68.00 in January, when I have evidence of another payment made on the account. I had issues on 2013 because I was on government furlough but always made arrangements and granted extent to prevent from being more than 30 days late and was told ext would not cause adverse issues with my credit. I spoke to [redacted] employee [redacted] who disregarded anything I said, and only told me what she shows, never ask me to send in additional information, just told me they would not remove. I'm at risk of losing my job over 10 years, my home, and everything. Conn's seemed unconcerned to assist me, not even on a goodwill basis if it was my error, but its not. I have been a customer of Conns since 2011 and recently just paid off an account, which there is credit balance on. I will never do business with Conns again! All there customer service reps have given me different information.Desired Settlement: I want the 2 30 days neg corrected and deleted on my account, and updated with the credit bureaus so I don't lose my job, I want them to review my payment history on the that I have faxed to them.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] concerns regarding account #[redacted]. Mrs. [redacted] stated she has received two credit marks and they are not valid.

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

retail installment contract on April 1, 2012. Mrs. [redacted] received one credit mark in

January 2014 and

another credit mark in June 2014. The two credit marks assessed on the account

are correct due to lack of payment.

We will mail Mrs. [redacted] a copy of her account ledger so

she can review the payments we have and compare them with her

records.

If Mrs. [redacted] feels these two credit marks are in

error, she will need to fax in a copy of her credit report for further review.

Mrs. [redacted] can fax that information to [redacted]

Business

Response:

Thank you again for the additional opportunity to

respond to Mrs. [redacted] concerns regarding her account.

We have compared the information from the credit report

provided with our records.

The information we have on record coincides with the

credit report provided by Mrs. [redacted] Again, we have provided a copy of Mrs. [redacted] payment history, as well as an outline showing when the credit marks were assessed.

We are obligated to provide factual information to the

credit bureaus and are unable to remove the credit marks earned by Mrs. [redacted]

Consumer

Response:

I have the proof, stop violating FCRA guidelines by reporting incorrect info. Only one payment was NSF in November and two payments were made. December no NSF, payment made, and one payment in January. Letter from my bank showing 124.15 was received in January and on time.

Review: On [redacted]/14 I called Conn's. I wanted to speak with a [redacted] about refinancing or lowering my payments. I have been a customer of Conn's since [redacted]2009. I have an excisting account with Conn's and my monthly payments are 390.61 until the accout is paid off. When I spoke to the first [redacted] I informed her that I would like to have my monthly payments to be lowered l. The first [redacted] stated to me that Conn's policy states that my account has to be 30 days delequent in order for me to qualify for a refinance. The [redacted] also stated that since I just made a payment on [redacted]14 my account was currenct and I did not meet the guidelines of their policy at this time for a refinance. I told the [redacted] that didn't make sense to me. I requested to speak with a [redacted]. When I spoke to the [redacted] I asked the [redacted] why an account has to be 30 days delequent in order to qualify for a refinance. The [redacted] informed me that my account was refinanced when I opened the existing account that I have now. I asked her how is that possible when the payments on the very first account I opened with Conn's were less than what I am paying now. I also stated to her that Conn's reports my payments to the [redacted] so why would I want to be 30 days delinquent on my account which would cause my account to be placed in "negative status" on my credit report. I informed the [redacted] that I wanted to file a compliant in regards to thier policy about refinancing an account. The [redacted] said [redacted] understood and placed me on hold for a while. After being on hold for more than 10 minutes I hung up. I called Conn's back and another [redacted] informed me that I would need to speak with someone in the collections department about the refinance. I was transfered to the collections department and I spoke with another [redacted]. I asked her if an account has to be 30 days delinquent in order to qualify for a refinance on the account to lower the payments. The [redacted] stated to me that information was not correct. The [redacted] also stated to me that I do qualify for a refinance and in order to get the payments lowered on the account I would need to first pay 110.00 to get it started. I asked her why I need to pay 110.00 and [redacted] stated to me that since I don't have homeowner's insurance on the account that is the reason why I have to pay 110.00. I told the [redacted] that did not make any sense to me. [redacted] stated to me that if I am not able to pay the 110.00 that I would need to pay 760.00 before I be approved for the refinance. I asked the [redacted] what her first and last name is. [redacted] only provided me her first name. [redacted] stated her first name is [redacted]. I am very angry because I feel I have been a loyal customer to Conn's and I also feel that I have been provided incorrect and false information in regards to a refinance to lower my payments. The information that was provided to me about the refinance realistically does not make sense to me at all.Desired Settlement: I want my payments to be lowered. I feel that Conn's can make an exception on my behalf because I have been a loyal customer. I could have done business with another rental/applicance company in [redacted] but I choice to do business with Conn's instead.

Business

Response:

Thank you for

the opportunity to respond to [redacted] concerns regarding account

#[redacted] stated [redacted] would

like to have her account refinanced so [redacted] can lower her monthly payment.

Unfortunately

[redacted]’s account does not qualify for any of our refinancing options at this

time.

The next

payment in the amount of $390.61 is due on [redacted] 9, 2014.

As of [redacted]

8, 2014 the payoff balance on the account is $2214.68. Please note, the payoff balance updates

daily. If [redacted] would like to pay the

account balance in full, we ask that [redacted] call the day [redacted] plans to submit the

payment for an up-to-date payoff quote.

We value [redacted] as a customer and appreciate her bringing this matter to our attention.Thank you,[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 specify the reason why I did not qualify for a refinance even though I was told by their [redacted] that I do qualify. As of now what I'm going to do is pay off the entire remaing balance on the account in [redacted] 2015 to close it out. I will not do business with Conn's ever again. This issue will not be resolved because I'm getting different respondes from different people within the Conn's. company. This issue will be an "unresolved issue" between me and Conn's. I have stated my issue and have nothing else to say.

Review: My normal monthly bill amount with Conn's is $138.58. I noticed that I was being billed in [redacted] for $163.58 which is $25 more than usual. I called Conn's and was told that I was being charged a $5 late fee for the month's of [redacted] 2013, [redacted] 2014, [redacted] 2014, [redacted] 2014, and [redacted] 2014. I did call and setup payment arrangements for each of those months and was told by a Conn's representative each time that I would not have a late fee assessed since payment arrangement was setup within 10 days of payment due date and as long as payment was made within 7 days of the arrangement, which I always did. On top of that the late fees never showed up on my monthly statements or on the online billing/payment system. For example I was supposedly charged a $5 late fee for [redacted] but the fee never appeared on my [redacted] or [redacted] statement or online. I was just suddenly billed for the lump sum of $25. Since the fees never appeared on my account I thought everything was okay with the payment arrangements that were made until I was suddenly billed for the extra $25. I had a request to have the fees reversed which was apparently rejected by a [redacted]. I do not feel that I should have to pay the late fees as I was told BY CONN'S REPRESENTATIVES each time that I would not be charged any late fee since I had made arrangement. My payment arrangements can be verified with Conn's as it is noted on my account each time I setup an arrangement. I did call and speak with a Conn's [redacted] who stated that payment arrangement still does not stop late fee and even if this is the case I still feel that I should not have to pay as I was misinformed by their representatives. Had I been told something different I would've found another way to make payment on time to avoid late fees.Desired Settlement: A billing adjustment on my account for the $25 is my desired outcome. Conn's employees/representatives should also be trained better on company policies and procedures to avoid misinforming customers in the future.

Business

Response:

Thank you for

the opportunity to respond to [redacted] concerns regarding late fees assessed

on account #[redacted].

[redacted] was of the impression that if he post-dated his payment he would

not assess a late fee. Late fees are

assessed when an account is past due ten or more days regardless if a payment

has been post-dated.

We have reversed $25 in late fees due to the confusion.

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

inconvenience he has experienced due to this matter. Please allow 7-10 business days for the late fees to be removed. Thank you,[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. From: [redacted] Sent: Thursday, [redacted], 2014 1:12 PM To: [redacted] Subject: complaint #[redacted] I received this message stating that the late fees would be reversed. My case was recently closed but I never received a credit for the $25 that was charged to me and I ended up paying the $25 out of my pocket. This case has still not been resolved as they never gave me a credit for $25 on my account and I had to pay the $25 in late fees. I would just like a reimbursement for the $25 that I paid as a credit on my account.

Regards,

Business

Response:

Thank you for the additional opportunity to respond to [redacted] concerns regarding his account. We have attached a copy of the loan ledger for [redacted] records showing the $25.00 credit to his account regarding the late fees. Thank you, [redacted]

Review: I have purchased over [redacted] dollars in furniture with this company. When they delivered the furniture it was damaged. However, I did not know this because it was left packaged up for a smooth move. The sales agent had promised as long as the furniture was packaged I should not be concerned. On the day of the move the moving company had to re packaged the furniture by their standards and noticed the damaged furniture. They had to document the furniture prior to moving because of their liability and they documented the missing glass piece, the hole in the chair and all the scratches on all end tables. I have contacted Conns to exchange the furniture that was damaged and they refuse. One of the end tablesis missing the glass piece, which makes the table not even functional. I also paid for warranties at the time of purchase and was told that the warranties would cover any damage, which is false information. I am told by Conns Corporate Customer service that they will not do anything to fix this. This is awful business. Conns will not work with me to get the damaged furniture replaced or to send me the missing piece of the end table. I have called corporate multiple times since I learned about the damage. They tell me people will call me back and nobody does which, leads me to have to keep calling back.Desired Settlement: All I want is the glass piece for my end table mailed to me. An exchange for the damaged furniture. If they cannot exchange the damaged furniture then I want a refund.

Business

Response:

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

complaint. Our records show on [redacted] made two

separate purchases. [redacted] purchased a [redacted] cocktail

table set, a [redacted] cocktail table set, and [redacted]

furniture set on invoice [redacted] also purchased a Home

Stretch Maverick furniture set and received a free [redacted]” television on

invoice [redacted] elected to have her items delivered; her

delivery was scheduled for [redacted]. Upon delivery

[redacted]’ delivery requested for the delivery team to leave all items in their

original packaging.

We show on [redacted] contacted

our service department regarding her end tables stating her end tables were

damaged. Upon scheduling [redacted] for service we found she had relocated

to [redacted]’ service appointment was scheduled through

a 3rd party certified provider; during the inspection the

serviceman found both end tables were cracked from the tables being crushed

together. The serviceman reported the end tables were non-repairable and

also notated the glass for the end table was never received as stated by [redacted].

[redacted]. We spoke with [redacted] and informed her that the reported damages

were not covered under the Terms and Conditions of the manufacturer warranty or

Furnituregard Plan. Please refer to Terms and Conditions Number (15) What

Is Not Covered: Letter (c) and Letter (q).

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

return/exchange her furniture; [redacted] delivery tickets were signed

acknowledging all items were delivered and received in good order. As

listed on the signed delivery ticket please thoroughly inspect your merchandise

for damage; an exchange or price concession will not be authorized for damage

discovered after the delivery. We are unable to determine when or how the

reported damages may have occurred after delivery was completed.

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

Service Department at [redacted].

Kind regards,

Review: I've purchased multiple items from conns

A tv/tv stand

And a furniture set

The TV and stand is paid off and I am currently paying on the furniture set

My issue with conns is regarding the harassment of the phone number listed as a reference number on my application.

My reference has severe health issues and I thought would only be contacted if I were to disappear with the items - not for something as simple as a late payment

I've complained to customer service and was first advised her phone number [redacted] was entered in as my phone which is [redacted] -- they advised they would correct it and mark the [redacted] as a "do not call".

When they continued to call [redacted]- she asked to speak with a supervisor who advised the number would be removed from the account

[redacted] is still getting phone calls

My number is [redacted]

My phone number, physical address, email address and place of employment has not changes in the 2 or so years I've had accounts with youDesired Settlement: Please remove [redacted] from all account records and only contact me at my contact number [redacted] email or physical address

Business

Response:

Thank you for

the opportunity to respond to [redacted] concerns regarding telephone calls

placed to [redacted].

According to

our records we placed telephone number [redacted] as a “do not use” number

associated with your account on October 6, 2014. Our records do not indicate any additional

calls were placed to telephone number [redacted] after October 8, 2014.

We received an

inbound call from telephone number [redacted]; however, the caller did not

identify herself or give any information.

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

Thank you,[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.

Thank you for your fast response. however I disagree with the records in your system. the last time that phone number was called was 04/01/2015- she received a hang up call and called the phone number back because she did not recognize the phone number.I ask again to please Delete that phone number from my account so your company no longer has access to it

Regards,

Business

Response:

Thank you again for the opportunity to respond to [redacted]'s concerns regarding phone calls received on her account. As stated in our last response the telephone number in question has been removed from our system. Thank you, [redacted]

Review: when we bought our furniture from conns in [redacted] I made sure that the repair was able to be done anywhere in the united states for I was planning on moving about 6 months after we bought the furniture. My sofa is falling apart. looks like the back is not even attached to the seat. Very uncomfortable to sit it. On January 15th I called and set up for a person to come look at the furniture on February 13th this was the only Friday we could have met with someone to come look at the furniture with out having to take off of work as they told us that we would get a four hour window. My husband was in orientation and I could have taken off for a couple of hours. They called and told us they would be at our house in 20 minutes (not a four hour window). I was at work and I couldn't take off as I told them I needed the four hour window. the next day was Saturday February 14th I called and set up an appointment for them to come on Friday the 20th. I was not off of work but if they gave me a four hour window I could find someone to be at my house. once again they called the day of and said they would be here, I couldn't get off of work. So I called conns this morning 3.2.15. and asked if we could set up another appointment. they told they would call me back in 72 hours to set up an appointment, They have never done this before and talking with them is impossible I heart a different story from every person I speak with.

Product_Or_Service: sofa and rocking chairDesired Settlement: Refund I want them to come pick up my furniture and give me all of the money I have paid for it. I have only had this furniture form approximately 7 months and its been broken. I owe money on it, but I refuse to pay for broken furniture, so if they have turned me into collections I would like that cleared up as well

Business

Response:

Thank

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

show on 5/31/14, [redacted] purchased the [redacted] sofa and recliner

both with a 48-month Repair Service Agreement Plan. [redacted] delivery

was scheduled and received in good order on 6/1/14. [redacted] signed her

invoice acknowledging she received a copy of Conn’s Return and Exchange Policy

at the time of purchase.

We

reviewed [redacted] service history and found that she has contacted our

service department on three separate occasions regarding repairs on her

furniture (1/26/15, 2/16/15 and 3/2/15) however; two of the service calls were

cancelled due to [redacted] was not home at the time of inspection. Our

records show [redacted] last service called was received on 3/02/15

stating both the sofa and recliner was flat and sinking in the middle. A service

appointment was scheduled on 3/24/15; during inspection the serviceman found

the padding was bunching up on the recliner and both sides of the sofa was

leaning back and the mechanism were bent. We show parts have been ordered

through the manufacturer to complete repairs on the sofa and recliner. [redacted] will be contacted to schedule a repair date once we receive all parts

necessary to complete repairs.

At

this time we are unable to honor [redacted] request; Conn’s has a No

Return/Exchange Policy on all furniture unless the item(s) have been inspected

by a Conn’s technician and deemed non-repairable however we will continue with

repairs. Also, please be mindful that Conn’s reports to all three major credit bureaus monthly. If a

consumer’s account is 30 days or more past due, it may report negatively to

your credit bureaus.

If

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

Kind

regards,

Review: I purchased an accidental damage plan and when my laptop was damaged they refused to honor my policy and said that it was not an accident but neglect.

I purchased a [redacted] from Conns in [redacted]. The sales person [redacted] talked me into adding additional insurance and protection to my product. I purchased the extended warranty as well as the accidental protection plan for my product. On Wednesday [redacted] I told my daughter to get out of the car and raise up the garage so I could park the car. She placed the laptop on the trunk to raise up the garage. After I didn't see her I begin to back into the garage and pushed the gas to get over the garage hump. I heard a crash and when I got out of the car I saw that the laptop had fallen and I had backed over it. I called the service center to report my complaint and was told that if I ran over the laptop that it would be covered through my accidental damage protection plan. I took the laptop to the service center located at [redacted]. I told the young lady at the service desk what happened and was told that my accidental damage policy would cover the damages. I called the company several times a day waiting for them to assign my laptop to a technician. I was told that after the technician look at my laptop it would be determined at that time if my product would be repaired or replaced. On Monday [redacted] called me and told me that he would be unable to repair my laptop and would submit a request for replacement. I continued to contact Conns concerning this matter and when I called on [redacted] I spoke with [redacted] and she told me that my product would not be repaired, it would not be replaced. [redacted] told me that my accident was due to negligence and therefore they would not honor my policy. I called back on [redacted] and I spoke with [redacted] at the Help Desk and asked her to read to me in the policy where it states that if I hit the computer with a car that it would not be covered. She read me a provision that had nothing to do with my situation but rather a statement that left it up to Conns whether or not they would cover damages. She left me on hold for 10 minutes and said that they would not cover the damages on my laptop. I called back again and spoke with [redacted] later that day with the corporate office and was told again that my product would not be repaired nor replaced. I told her that the information I was given at the store and at the service center is conflicting. The sales rep and the store and when I call in all told me that my laptop was covered under my accidental protection plan, however, when I have an accident I am told that it is not covered and that is is negligence. All accidents are due to some type of negligence and we are only human that is why people purchase insurance to cover them for when and accident occurs. I don't understand why Conns is backing out of our contract.Desired Settlement: I want the company to honor my policy. When I called the store and asked if this would be covered they told me yes. When I went to the service department and asked them if this would be covered they told me yes. When I called the help desk and ask them if this type of accident was covered they said yes. Now that it is time for them to replace my product I am being told no. The provisions in my contract do no specify any type of accident that is not covered. When I purchased this policy the

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Although we have been unsuccessful in our attempts to contact [redacted]. We have reviewed her claim again with the additional details she has provided in her complaint. Conn’s has agreed to approve the accidental claim and replace [redacted] computer. [redacted] may visit her nearest Conn’s to complete the replacement process.

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

Consumer

Response:

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

Regards,

I want to thank the Revdex.com and Conns for resolving this dispute. My faith in this Conns has been restored and I am pleased with the outcome. Conns replaced the equipment using my accidental damage protection and made good on their warranty agreement.

Review: Defective washing machine delivered & machine caused flooded new home & caused water damage inside home

In June 2013 (week of June [redacted]) I purchased an LG Washing Machine from Conn's on Willow St. in Lafayette, LA. The machine was delivered & set up in my new home a week later. Approximately one week later I used the washing machine for the very 1st time to wash a load of clothes. Upon my return to my home I walked in to a home flooded with water; my new built home was flooded from the wash room to the kitchen to the front halls and part of 2 bedrooms with carpeting. I immediately ran to get large towels to try to soak up the water because I did not have a shop vac to soak it up. It took me over an hour and several large bath towels to try to dry up the wet floors. I had to continuously wring out the towels over and over and keep wiping the floors before the water damaged anything else. I contacted Conn's & spoke to [redacted] at the [redacted] store to explain what happened; he explained he would send someone over to see what was wrong. The worker that came out explained the washer was defective & they would deliver me another one. The next day I noticed the water had already damaged my baseboards/floor moldings; the water was soaked into the boards & they started swelling and splitting. The wood underneath my kitchen cabinets also began to swell and bubble. I immediately called Conn's and they referred me to the wharehouse manager, where I spoke to someone named [redacted] who took the report and submitted it to the company for a response. A week later there was still no call from Conn's so I decided to call back to speak to [redacted], but I could never speak to her againa because the person who answered the phone would always say [redacted] was busy & would call me back but I never received a call back from anyone. I called weekly to speak to [redacted] concerning the status of my issue reported however I could not speak to her & she still did not return my call. I called for [redacted] weekly from June 2013- Oct 2013 until someone from Conn's called me about making a payment and the representative gave me a number to the risk management department to do another report. When I called risk management the week of Thanksgiving (Nov '13) a female(name unknown) answered the phone & advised that the company had been trying to reach me with no success. I explained to her that I never received any calls from the company and no messages were ever left. I asked what can I do now, she advised she will put in another request for Conn's to call me back again to try to resolve my issue and will put it as an urgent request. I waited a week & no one ever called me again, I in turn started calling risk management again weekly & left messages with still no return call. I am very frustrated with the run around from Conn's at this point; several damages were made to a new home I just moved into June [redacted] 2013 that I have not even had the opportunity to fully enjoy because of these damages Conn's refuse to view & repair.Desired Settlement: I would like Conn's to pay for damages incurred in my home based on the estimate that I am currently seeking.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. [redacted] has spoken with the facility manager and his claim is being handled by our insurance adjuster. [redacted] has provided an estimate for the repairs and will be contacted within the next 7- 10 days with an update on the status.

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

Sincerely,

Customer Relations Officer

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.

Regards,

From: [redacted] [mailto:[redacted]]

Sent: Monday, January 20, 2014 11:08 AM

To: drteam

Subject: Conns/case # [redacted]

According

to [redacted] when I spoke to her on Wednesday **,2014.I sign da release form,

and she received it back on Thursday **,2014 that she said she would be sending

the check by fedex and I should receive it no later then Saturday. I called her

today(01/20/2014) an now she's not going to be in her office till January

[redacted]2014.I spoke to someone else, and that person told me they tranfer my claim

to another team.they have no answers for me.I feel that im getting the run

around again for da second time.

Business

Response:

I spoke with [redacted] regarding his concerns

and confirmed a check was sent via fedex on 1/**/14. I called to follow-up with him and

unfortunately due to weather conditions it has been delayed. [redacted] has been given the tracking

number and has been in contact with fedex as well. If I may be of further assistance, [redacted] may contact me directly at [redacted]

Sincerely,

Customer Relations Officer

Review: On February **, I purchased merchandise from Conn's in Plano. The delivery was set for the next day. Among the items purchased was a floor model washer. The items were delivered a little late but this wasn't an issue. The washer however, was sent to me damaged. The manager was aware of this and attempted to have it delivered anyway. I sent the washer back and returned to the store that evening. The manager stated that there wasn't anything he could do that evening and I should return to talk to the salesperson that sold me the merchandise. I could not return the next day so I called. I was told that the manager and my sales person were both tied up and that one of them would return my call. I received no phone call. I called back and explain the situation to a different manager. The phone call ended with me returning to the store to redo the contract for a different washer.I received a call asking to set up a delivery time. I was surprised but I set up the delivery day anyway. I made arrangements at work to be there when the washer arrived. When I hadn't received the washer at 2pm, I called and was told the manager rescheduled my delivery without telling me.I rescheduled again for Saturday March [redacted]. This time I asked that they not reschedule unless I called. The delivery driver called me Saturday morning and set the delivery time between 3-6. At [redacted], I called Conn's delivery service. I was told there was no record of my delivery.Desired Settlement: I would like to have what I paid for. I would also like the delivery fee refunded. I will more than likely have to pick the washer up from their warehouse, which is 30 miles away.

Consumer

Response:

I returned to the store and was told that the washer I had purchased had been removed from the original contract without my knowledge. The washer that they had problems delivering was sitting on their floor marked up $120.00. Someone priced it wrong and that became my problem. Conn's really didn't give me a solution or try to reimburse me for doing laundy at a laundry mat, wasting my time, or having to drive to the warehouse (my choice but I had enough of my time wasted). I seriously doubt I'll be a repeat customer.

This letter is to inform you that Conn's has carried out the resolution it proposed for my complaint, filed on 3/*/2014 9:12:16 PM and assigned ID [redacted].

Regards,

Review: I purchased a dining room set that included the table and 6 chairs. The sale's person ssked me if we would like to add insurance to the dining room set and we said yes. Now our dining room set has been damaged and a conns representative went to our home about a month ago and deemed it completely damaged. He went on to say that we could go to the conns store to puck out another set. The next day we went to pick out another dining room set and the manager said the we inly had a 200 hundred dollar credit, because the sales representative only put insurance on the table not the 6 chairs. How is it the consumers fault that the representative only put the insurance on the table and not the chairs. How in their right mind will do this? I have been dealing with multiple departments throughout the company, but they all just give me the run around. The last couple of people that I have dealt with hsve been degrading and flat out rude. The original order also stated that I was given a knife set and I never received anything. Finally, there is no table that Is worth 200. I just want what was promised nothing more or nothing less.Desired Settlement: Offered a replacement dining room set.

Business

Response:

Review: I got approved through conns for 3000 I was happy because I knew that it would help with my credit. I needed a couch, so I decided to go with the catnapper recliners bad choice. I got my furniture delivered to me on [redacted] and the sofa had a big scratch in the arm, so they came and pick it up. I did reviews on it and all of them were bad reviews on how this product is cheap, it bubbles up, it is not a good product. So I called conns on fry rd were I made my purchase, but they told me they don't return furniture. No were in my contract does it say that nor did they ever tell that when I purchased these items and the person that delivered it didnt tell me once I signed it then they won't take them back. In the contract that I received say,"30 day right to examine. Please examine your certificate carefully. If for any reason it does no meet your requirements, you may return it within 30 days of its delivery to your lender or agent from whom it was purchased at no cost to you. " I dont know how they are in business if they don't even keep their word. NO one wants to do business with a company like that. I am very angry this furniture came out to be about 3500 with taxes and delivery. When you pay this much money for something the last thing you want is to have a bad experience the first day you get your furniture. That tells me that they might not even last that long. I hate to see what they look like in a month. I will not do business with conns ever again. If they don't allow me to return the furniture. Then I will get a lawyer involved and also report this to the Revdex.com.Well they came out today [redacted] to delivery the sofa that was damage yesterday and once again it was damage.The top of the sofa had a scratch on it. Then the stuffing was coming out of the bottom of the sofa and the delivery driving said we could straple it.Then the driver called the warehouse and told them that I refused the sofa because I didn't want it. No way was that the truth he is a liar. I didnt want them because it was damage for the second time. Really!!! Then I tried to explain it to him, he said, I don't make it so talk to corporate. I really can't believe the way I have be getting treated from every end. I called conns on fry where I purchase it and spoke with [redacted] and [redacted] and both of them were rude. I called corporate and spoke to 4 people. The only person that took time to send an email out was [redacted].I also spoke with [redacted] at the warehouse and she also take time to try and reach out to [redacted] and [redacted], but they really didnt want to hear. They said they already spoke to me about it and there was nothing they could do.Out of speaking to 6 people or more only two people really took the time to help me and also said that it was wrong on how I was getting treated. That they should be able to return the furniture with no problem, but that is not the case at all. If I am spending 3500 on some couches I want then to not have any damage to them. Then they are trying to give me issue about return them. You can't make me keep something I don't want especially if I am paying money for it. That is not how you run business. I will never do business with again.Desired Settlement: I want to return the catnapper reclincers sofa, loveseat, and chair. I also want to get the $320 that I put down for these item. I would like Conn's to cancel this account, so it does not report on my credit.

Business

Response:

Review: I purchased a refrigerator from Conn's on [redacted]. I waited 72 hours before trying the ice maker so the refrigerator had time to produce the ice. The ice maker was not working. I called Conn's to multiple numbers to complain about the issue. I spoke to several representatives and they were very rude and they hung up on me whenever I would ask for their name. I asked about return policy and they informed me that I would have to pay a 15% restocking fee and I only had 30 days to return the item. A technician came to check the refrigerator and said that I would receive a new refrigerator because I was still within the 30 days and repairing the part would not solve the issue. He said he would inform his manager and the manager would contact me within 24hrs. I never received a phone call so I contacted them and they said I would not receive a new refrigerator and they would only replace the part. They also stated I would need to have the part repaired before they accept the item as a return. The technician came back a week later and just said he ordered the part and it would be here in 3-5 days. Conn's is just giving me the run around and using up the 30 days so I will no longer have an option to return the item it will be too late. I will be stuck with a refrigerator that may have issues in the future even if the part is replaced and repaired.Desired Settlement: I would like Conn's to take the item back and not charge me the 15% restocking fee because the item was already damaged when I received it. I no longer would like to deal with Conn's they are so rude and continue to just refer me to someone else each time and I feel no issue is getting resolved and they don't care that I have an item that is not working correctly.

Business

Response: