Conns Appliance, Inc.

Review: I bought ** washer model [redacted] serial no. [redacted] on [redacted] I also purchased the warranty through conns. On [redacted] two codes came on the washer [redacted], that day I called the repair center @ [redacted] to schedule a technician. On [redacted] the technician worked on the washer and replaced some electrical lines, two hours later same two codes came on. I phoned the technician about the problem and he concluded the water pump needs to be replaced. He ordered the part on [redacted] and finally replaced it on [redacted]. (Thats 20 days w/o washer).On [redacted] I called repair center once again for the same codes [redacted] came on [redacted] and concluded the pump went out once again. Again the pump was orderd on [redacted] and finally came on [redacted]. That day the technician realized he ordered the wrong water pump and reorder it on [redacted], the pump will arrive here on [redacted] (Thats 18 days w/o washer)I talk to the manager at the service repair department,I also talk to the manager at the resolution department and they all seem to be apologetic witch is fine by me but that does not take away the inconvenience I am going through getting off at work at 6 going to the washateria at 7 and finishing at 9:30 with my two toddlers.Desired Settlement: I would love for them to replace the washer for another brand not [redacted] If theirs a difference I'l be more than happy to pay!

Business

Response:

Review: I PURCHASED A MATTRESS FOR ABOUT $899.00 IN FEB. 2014 THE MATTRESS BROKE AND I CALL CONNS. THEY SENT A INVESTIGATOR OUT WHO STATED THE BED WAS MISSING A SCREW. THEY SAID THIS TERMINATED THE SERVICE AGREEMENT. HOWEVER THIS IS THE WAY CONNS SET THE MATTRESS UP ORIGINALLY. I AM A SINGE LADY AND HAVE NOT TOUCH THE SET UP SINCE CONNS WAS OUT. I CALLED [redacted] IN REGARD TO THE YEAR WARRANTY AND THEY STATED THEY HAD AN AGREEMENT WITH CONNS TO EXECUTE HIS WARRANTY.Desired Settlement: REPLACE MATTRESS, FIX MATTRESS OR TAKE OFF MY ACCOUNT.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show on 2/23/14, [redacted] purchased a [redacted] mattress and a [redacted] spring both with a limited

manufacturer’s warranty. [redacted] delivery was scheduled on 2/25/14;

Conn’s delivery team placed her mattress and box spring on the bed frame and

rails [redacted] previously owned, no assembly was required.

We received [redacted] complaint and found she contacted our

service department on two separate occasions stating the mattress was sinking

in the center.

Review: The delivery team from Conn's caused damage to a 3 month old side by side refrigerator when moving it to the garage. Initially I was told by the delivery team supervisors and the person that has the delivery contract that they would replace the doors on the refrigerator. Now they state that the doors cannot be replaced and the third party regional manager made a "take it or leave it" offer of $150.00. This refrigerator when purchased on [redacted] costs $[redacted] plus tax.Desired Settlement: The desired outcome is to have he side by side doors replaced.

Business

Response:

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

We received [redacted]’ complaint and found upon receiving delivery on his new

GE refrigerator purchased from Conn’s, our 3rd party delivery team

[redacted] damaged [redacted] refrigerator when attempting to move the unit

to his garage. We submitted [redacted]’ concerns to [redacted] for further review; [redacted]

informed us they offered [redacted] a $150.00 price concession for the damages

on the refrigerator however; he declined the concession. Conn’s assisted [redacted] in

attempts to locate a replacement door for the [redacted] refrigerator however; a

replacement door was not available for the model [redacted] purchased therefore,

Conn’s has agreed to exchange the damaged [redacted] refrigerator. [redacted] will

be contacted with the first available date of delivery. We sincerely apologize

for the experience and any inconvenience [redacted] experienced as a result of

the delay.

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

Consumer

Response:

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

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

Review: I RECIEVED A DEFECTIVE COUCH FROM CONN'S ON 1/27-13 THE COUCH IS DEFECTIVE IN WAYS THERE ARE WHARP BOARDS IN THE FRAME OF THE COUCH. CONNS INSPECTOR CAME IN TWICE SAID THE BOARDS WAS WARP AN THE SPRINGS IN THE COUCH WASNT THE RIGHT SPRINGS FOR THE COUCH THE INSPECTOR SAID THE WHOLE COUCH AN CHAIR NEED TO BE REBUILT AN THE SPRINGS AND THE WOOD IS COMING THEW THE FRAME AN CAUSING OUR CUSHINS TO BE RIPPED. WE HAVE BEEN TO COORPERATE A COUPLE TIMES AN THEY SEEM NOT TO CARE WE PAY OUR BILL BUT WE DONT WANT TO PAY FOR SOMETHING THAT HAS CAME DEFECTIVE THAT WE CANT USE AFTER A YEAR WE CANT EVEN SIT ON IT. WHEN WE CALL THE COORPERATE OFFICE THEY ARE RUDE ON THE PHONE AN HANG UP ON US WHEN WE ARE TALKING THEY TELL US WE HAVE NO OPTION ON A NEW COUCH.Desired Settlement: I JUST WANT MY MONEY BACK I DONT WANT TO PAY FOR A COUCH THAT CAME DEFECTIVE FROM THE WHAREHOUSE I DONT WANT MY CREDIT RUINED I JUST WANT WHAT I PAID THEM ALREADY

Business

Response:

Thank

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

show on 1/26/13,

[redacted] purchased a [redacted] sectional set which consisted of four

pieces; right arm, left arm, chair, and square ottoman with a 48-month Furnituregard

Plan on all four pieces. We show [redacted] elected to pick up her

sectional from her local warehouse in [redacted]

We

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

on8/19/14;

stating the sectional right and left arm seats were sinking in the material

under the cushions was tearing, and the wheels have broken off the chair.

A service call was scheduled for 8/25/14 to inspect all three furniture

pieces.

· The serviceman inspected the right arm

and found the seat and back cushions were flat, deck frame warped and uneven;

tearing through seat deck material and the seat cushions is tearing

underneath.

· The serviceman inspected the left arm

and found seat and back cushions were flat, piping tearing through welt on back

cushions, seat frame warped, and uneven tearing through seat deck.

· The serviceman inspected the chair and

found all four wheels were broken off, frame tearing through welt on back

cushions, seat frame warped and uneven tearing through seat deck.

After

the inspection the serviceman advised [redacted] the damages reported could be

repaired, but [redacted] refused to have any service completed on her furniture

and requested an exchange. At this time we are unable to honor [redacted]’s request for an exchange; however we can continue with the repairs

needed. [redacted] may contact our service department at [redacted] to schedule an appointment.

If

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

Kind

regards,

Business

Response:

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

comments. After further review Conn’s

has agreed to exchange [redacted]’s [redacted] sectional set which

consisted of four pieces; right arm, left arm, chair, and square ottoman. [redacted] has been issued an instore credit

of $2,049.96, which is the original amount paid for the four pieces. [redacted] may visit her nearest Conn’s to

reselect and schedule delivery.

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

us at [redacted].

Kind regards,

Consumer

Response:

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

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

I have decided to accept the credit to my account of the cost of the defective furniture I purchased and received , only because I was told by [redacted] that that was my only option. That I could not get my money ive paid in and getting out of the ridiculous contract I was persuaded to sign with not realizing the sales man [redacted] added an extra 3,000 to my contract for unnecessary accidental insurance and all types of other costs that really weren't needed I was 22 when I originally got lured to sign the contract. I spoke to [redacted] on Thursday she said they were putting the info in their system that they decided to give me the exchange credit and she was to get back to me on Friday the 17th. I received a call from another person telling me that I could go pick out new furniture. I expressed to the person that I had issues with the past due balance I have with conns and she said she couldn't help but she would leave a message or put it in the system. Im guessing neither of those things were done. I have gotten no response since Friday. Since Friday the 19th I have been calling [redacted] and leaving messages, still no response and it is 4 pm on Wednesday 22nd. My reason for wanting to speak with her is because I have already tried talking to the credit collectors that have been calling my phone 30 times a day since august 26 when I missed my first payment EVER because of the horrible service I was getting from conns after I made my initial complaint about my furniture being defective from day one. I even went to the corporate office in [redacted]. They didn't even want to help me as I have informed you. So therefor I didn't not pay the bill on august 26 or September 26 because of all the lies they were telling me and the horrible service and no one wanting to see what the problem was they just wanted their money. I thought if I didnt not pay they would actually call me asking what they could do to help and find out why I hadn't paid the bill for the first time ever. That was not the case I have not been able to use my cell phone since august 26 because of all the credit calls. I've explained to the creditors that I would have never missed a payment if I hadn't got DEFECTIVE furniture from their business. I would have never missed a payment if Conns were doing what they should have done to help me get something figured out, instead they continued to not care and lie and give me the constant run around and take advantage of me. I had never missed a payment and never intended to nor have I been late. My credit is on the line I have over a $6,000.00 contract with this business and they had no intentions of helping me and ruining my credit because they didn't wanna give me my money back and let me be done with alll this stressful mess and unprofessional service I have got since the day I requested help from them for costly furniture that was DEFECTIVE. I feel that I should not be responsible for the past due amount because I would have paid it with no problem as I always have if I would have got the adequate response any paying customer should have! I feel that they should wipe the august and September off of my credit and let me just start paying my bill as usual with no negative effect on my credit and payment history. This situation is out of my hands but its really important, I don't want to be penalized in the future when I would like to purchase a house or new car or anything because conns wanted to ignore me and not do the right thing by just giving me my money back for 2,000 dollars worth of DEFECTIVE furniture and a 6,000.00 contract or at least acknowledging the fact that I received DEFECTIVE furniture from their warehouse. The only time I received any type of breakthrough in ANY way with this company is when I contacted you at the Revdex.com. If I would have not contacted you they would have never done ANYTHING to help me at all and would have just ruined my credit. They had no intention of helping me or exchanging or refunding anything until you contacted them. My future is very important to me and if I would have known they sell merchandise in this manor and treat their paying loyal customers this way I would have NEVER stepped foot in a conns facility! Im disgusted with all that I have been through with this company all the long phone calls and trips to the stores and corporate with nothing but disappointment on my end. I have to work to pay my bills and I have taken way too much time out of my busy life these past 2 months trying to fight and get whats expected of such a known company whether it be me taking off of work for the two different inspectors who came out on two different occasions with no supplies or on the phone trying to get feedback.feedback. Im wanting to get this matter resolved I have endured so much unwanted stress and headaches from this situation. I really appreciate everything that the Revdex.com has made possible and all your help. There would have been nothing positive if it werent for the Revdex.com. Thank you

Review: I have a TV from Conns and when it broke we took it to the store for repair. It took two weeks to be assigned to a tech for repairs. I have talked to several of Conns people on the phone and they said the complaint dept. would contact me within 72 hours. That was over 2 weeks ago? Now I get a call to come pick it up and the remote and power cord were not with it the store told me it would be monday when they would have the missing parts. This will be week 7 why is it taking 7 weeks to get the TV fixed? Why will no complaint dept. call me back it has been one run around after another. I will never buy another thing from them.Desired Settlement: TV back, explaination of why the complaint dept. will not call me?

Consumer

Response:

This letter is to inform you that Conn's has carried out to my satisfaction the resolution it proposed for my complaint, filed on [redacted] and assigned ID [redacted].

Regards,

Review: I purchased a brand new washer and dryer from Conns on May 9, 2014. The washer has not worked since they delivered it. I have called the Conns customer service because I want them to replace the washer. They stated they couldn't replace the washer, they would have to fix it. I have had someone out here twice. The first time they stated there was nothing wrong with the washer. The second time they realized the control board was defected. Conns didn't have the part in stock. It is June 5, 2014 and my washer still does not work. Conns refuse to come and pick this washer up and replace it with a new washer.Desired Settlement: I want Conns to come and pick the washer up and replace the washer with a new working washer.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 5/9/14,

Mrs. [redacted] purchased a LG washer and dryer with a 48-month Repair Service

Agreement Plan. On 5/16/14, Mrs. [redacted] contacted us stating the washer displayed

an error code, is not spinning properly and leaves a lot of water on her

clothes. A service call was scheduled for 5/23/14 however; on 5/22/14 Mrs. [redacted] contacted us stating she no longer needed service due to the manufacturer

serviced her unit therefore, the service order was cancelled. On 5/23/14, Mrs. [redacted] contacted us again stating the unit is not turning on. A service call was

scheduled for 5/26/14; upon inspection the technician found parts needed to be

ordered to complete repair. Our records show parts became available on 6/4/14

and the manufacturer completed repairs. We attempted to contact Mrs. [redacted] on

6/11/14 to confirm if the unit was successfully repaired however, we were unsuccessful

in our attempt. If Mrs. [redacted] is still in need of service on the washer, she may

contact us at 1-866-765-1513 to discuss other options that may be available.

Kind

regards,

Review: My husband and I purchased a bedroom suit from Conn's in Phoenix, AZ in late February 2014. The suit included a platform bed frame. After a week of having the bed frame my husband's back issues worsened. He now sleeps in a recliner because he cannot sleep in the bed purchased from Conn's. The bed frame is constructed in a such a way that you have to put your legs over the wooden part of the frame to get out of bed. The only thing supporting our mattress is thin 1/8 in. slats with a nylon strap attached to each side. Our mattress sinks into the frame so that it is now very low compared to the height we had with our old frame. The model in the store showed that the mattress set up higher. We are convinced my husbands back issues have been exacerbated with the new bed frame- not our mattress as it is less than three years old.Desired Settlement: I want to be able to exchange the bed frame for something that works. My husband's health has declined since we purchased the bed frame. I was told that there are no exchanges which is unacceptable. Surely something can be done to resolve this issue. The answer cannot be too bad, so sad you're out of luck!

Business

Response:

Thank

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

2/16/14, Mr. [redacted] purchased a bedroom set and 48 month Furnituregard from us. At the time of purchase Mrs. [redacted] was given a

policy envelope which states we have a No Return or Exchange on furniture.

Our

records do not show a service call has been set-up on the furniture pieces to

date. Mr. [redacted] may contact our service

department to schedule a service call to assess the repair needs. Our service department can be reached [redacted]

If

Mrs. [redacted]’s has any additional questions or concerns please contact us 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.

How can a company legally have a "no returns/exchanges" policy???? This bed has affected my husband's health! He sleeps in a recliner because he cannot sleep in the bed that was purchased from Conns!

Regards,

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] additional comments. At the time

of purchase Mrs. [redacted] was given a policy envelope which states we have a No

Return or Exchange on furniture.

If Mrs. [redacted]’s has any additional questions or

concerns please contact us at 1-877-358-1252.

Kind regards,

Review: I have bought at the Conns in [redacted]everal times and have no problems or issues however that last time I bought a dinning set and tv for one of my [redacted],I asked about the rebate for free delivery and was told by the salesman to just fill out the form at home and send it in, I thought that was a little weird as all the other salesmen did the paper work for us and we just had to mail it in. I went home to find out I could not do that. when my wife went to store the following week she was told by the manager that there was no promotion for that week of free delivery, I just feel like we were misled and lied to just so they could get the sale and to be honest I still haven't received the rebate from my last purchase for free delivery.Desired Settlement: I just want the free delivery of $[redacted] credited to my account(s)

Business

Response:

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

concerns regarding account #[redacted]

stated he was told he would receive a delivery rebate in the mail for this

account.

As of [redacted] Conn’s no longer offers mail in rebates for

free delivery. The

rebates are instant at the store level.

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

retail installment contract on [redacted].

At that time [redacted]’s purchase did not qualify for

free delivery; however, due to the confusion, we are willing to credit [redacted]’s account $[redacted]or the delivery fee as a one-time exception and a

goodwill gesture.

[redacted] will receive the credit on account

#[redacted] within 7-10 business days.

[redacted] also stated he did not receive his delivery

rebate for his last purchase on [redacted].

According to our records, that rebate check was

mailed to the address we have on file for [redacted] on [redacted] and has

been cashed.

We value [redacted] as a customer and greatly appreciate

him bringing this matter to our attention.

Consumer

Response:

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

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

Review: I bought washing machine February 2013 and bought service warranty. Tech came out on June 6 2014 .He told me he fix the washer and left. Well I went to see if washer was washing was not. I call customer service June 6 they state someone would come back out on June 7 2014 did not call customer Service again on 7 of June. Spoke with 4 Reps they just played music chairs passing me around. Never could speak with Supervisor stated all in meeting and that's everytime I call.Im bedridden and need my clothes wash daliy.The Reps are unprofessional laughing and hanging up on me.I paid and am paying for an appliance I cant use and they are not trying to fix my problem at all.Desired Settlement: I want a new washer this washing machince should not have went out its just a year old. And its obvious they cant fix the problem the Tech don't know what hes doing. It a sham.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 12/10/12, Mrs. [redacted] purchased a Samsung washer with a 24-month Repair Service Agreement, a washer hose, and delivery totaling $920.03. Our records indicate Mrs. [redacted] was scheduled for delivery and received her items on 12/11/12 in good order. Our records show Mrs. [redacted] contacted us on6/03/14 regarding her washer; stating the washer will not engage during the wash mode. A service call was set-up; during the inspection the technician found two parts needed to be ordered to complete the repair. Our records show we are scheduled to receive both parts on or before 6/18/14. Once both parts have been received a service representative will contact Mrs. [redacted] to schedule an appointment to complete the repair on her washer. We sincerely apologize to Mrs. [redacted] for the experience she has had as a result of her washer needing repairs.

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

Kind regards,

Consumer

Response:

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

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

Regards,

Business

Response:

Our records show both parts were

received a Mrs. [redacted] service call is scheduled for 6/19/14.

If

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

Kind regards,

Review: My washer has been broken for 6 weeks now and it is under warranty. The service tech has been to my house only once, and my washer is still broken after he left. We have called the service center multiple times and have asked to speak to a manager a few times and still haven't talked to a manager. We are tired of getting the run around and having to go to the laundromat every weekend spending money when I have a washer at home that is taking extremely long to get fixed. When my payment was due, it was paid and is now paid off. We have spent over $20,000 at this store over the last 10 - 15 years to get this kind of treatment! Desired Settlement: I want my washer fixed, the pedestals that go with my washer and dryer and an extension to my warranty!

Business

Response:

Review: This started in December 2013. My Samsung 2 drawer 3,200.00 stainless steel refrigerator and freezer stopped cooling. I called in and 1 week later the service was scheduled. The service individual opened the doors, closed them pushed a button and said it was "off." 1 week later it stopped cooling again and I called in after throwing away another 300+ dollars of food. Yes, I was given a food claim voucher for up to 150.00 if approved and I am placing 2 in the mail. On the 2nd visit the service individual noted the board or boards were going out, and called in the model/serial number in front of me on 1/*/2014. On 1/**/2014 another service individual came out and after taking off work he realized the wrong board and parts had been requested and ordered. I called in and asked it be documented, as I could no longer afford a product that was not useful and a hazard to my three newly adopted children. My daughter has multiple health issues and is only 8 months out of open heart surgery. Food illness affects those with lowered immune systems and feeding a family of five from restaurants for 1+ months is VERY expensive. Today, 2/*/2014 the service individual called, and the manager and supervisor did not show up to the service department, and he was not given the parts are previously scheduled. After multiple phone calls, I have been told 50+ stories, and this is no longer bad service it is a legal issue. I also have a Microsoft windows touch screen, we took [redacted] and [redacted] who informed it was a hardware malfunction. After having to prove I paid 49.95 when I dropped off the computer because the store did not enter pymt, they said there is no issue. I was then told the 1 person who works on computers, will be out of the country for 15 days...Always a story and yet I continue to make payments and this has been the worst experience, and most expensive "mistakes" of my life. I am still awaiting a call from [redacted] at the Conn's DFW service center today. I was given a 3 hour window....Desired Settlement: I would like my money back for all the loss, reimbursement for food based on a family of 5 for the time period, and I would like all new WORKING equipment as I am STILL making payments and keeping up my end of the contract. I would like someone to take notice of how people are being treated and the lack of respect. Just a side note: I was told by one person if I did not make payment that was my choice..."but, some people care about their credit." How dare her!

Business

Response:

Thank

you for the opportunity to respond to [redacted] complaint. Our records show on 2/**/12, [redacted]

purchased a Samsung refrigerator with a 48-months Repair Service Agreement Plan

and delivery. We show [redacted] contacted us on 12/**/13, stating his refrigerator

was not cooling, a service call was set-up for 12/[redacted]13 and upon inspection the

technician reset the control board. [redacted] contacted us again on 1/**/14 stating the refrigerator was not cooling

again, a service call was set-up and the technician determined the main PCB,

and control boards needed to be replaced.

Unfortunately, there was a delay obtaining the parts needed to repair

[redacted]’s refrigerator therefore, an exchange was approved on 2/*/14,

under the terms and conditions of the Repair Service Agreement. [redacted] was advised of the approval

and has been reimbursed $150.00 for food loss. [redacted] has reselected a new

refrigerator and his Repair Service Agreement will continue until 3/*/16. [redacted] will be mailed confirmation

showing the warranty coverage on his new refrigerator. We sincerely apologize to [redacted] for

the delay and any inconvenience he may have experience.

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

Kind regards,

Customer Relations

Consumer

Response:

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

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

Regards,

Conn's is not recognizing the lack of their technicians ability. They did not list the service call around 1/**/14 when the technician came and had the wrong parts ordered after waiting two weeks. Also not listed is the service call around 2/* that did not happen because the said part was never ordered, and the manager and supervisor [redacted] did not come in to work or respond. He did not even respond to [redacted] call from Conn's customer service. This complaint is directed to Conns service department, and I had 4 home visits and 1 no show. My fridge went in and out for 60 days with three small children. I submitted two food vouchers and at a minimum that is demand. Not to mention feeding a family of five without a fridge for 60 days and keeping medication for my children and a dog in a cooler. I had to make this complaint to get one empathetic person to apologize. That is unfortunate, and I want to be reimbursed for the documented lack of service, failed equipment, failure to understand ordering, failure to order parts, failure to respond timely, and most of all respect!

Business

Response:

Thank

you for the opportunity to respond to [redacted] additional

concerns. Our records show two service

calls on file and both were outlined in our previous response. We acknowledge and apologize to [redacted] for the delayed repair. [redacted] has reselected a new refrigerator and his Repair Service Agreement

will continue until 3/*/16. He has also

received a $300.00 for food loss.

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

Kind regards,

Customer Relations

Review: I purchased items from this location and was told verbally by sales associate [redacted] that I could return items in 120 days if not satisfied. Manager [redacted] told me in front of sales associate that's why I tell yall don't make mistakes, it hard to correct, when the employee told him in front of me what he had instructed me. I have been a customer to this company for over 20 years but no one is assisting me in correcting this matter even though Store Manager [redacted] returned some of the order.Desired Settlement: Remaining items returned and balance to $0.00

Business

Response:

Thank you for the

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

on7/30/13, Mrs. [redacted]

purchased a Serta iComfort Prodigy king mattress, two Serta iComfort Twin XL

adjustable bases, and delivery totaling $5,986.20. On 8/05/13, Mrs. [redacted]

contacted our HelpDesk Department stating she was unhappy and not satisfied

with her mattress and wanted to return the adjustable base. Although

Conn’s has a no return or exchange policy on mattresses. Serta

iComfort offers a 120 Day in Home trial on selected premium

mattresses. The 120 day in home trail requires the customer to

sleep on the mattress for a minimum of 30 nights however; the program excludes

the adjustable foundations. Mrs. [redacted] was reminded of Serta iComfort

120 Day in Home trail. On 9/03/13, Mrs. [redacted]

returned her mattress and a credit of $2,381.49 was applied to her Conn’s

account. Unfortunately, we are unable to honor Mrs. [redacted]’s request to

return her adjustable foundations. We have included supporting

documents in our response.

If

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

Kind regards,

Customer Relations

Business

Response:

Thank you for the opportunity to respond to Ms. [redacted] additional comments. Conn's stands by our previous response which included supporting documents showing the adjustable bases are excluded from the comfort guarantee.

Review: I purchased a washer and dryer from Conns in [redacted] in June of 2013. I chose to pay off my purchase with no interest by the end of June 2014. I paid off the washer and dryer in May;(before the June deadline) in order to NOT incur interest. I called to get the exact amount of the payoff from Conns service center in [redacted] TX, which they stated and confirmed the payoff to be ($1,000.24). I further clarified that the amount given to me was including the $189.24 credit insurance described in the promotion letter, and was told (yes it was).The dryer just recently stopped working. I paid for an extended warranty and while going through a very difficult time with their customer service to get the issue resolved, my husband went into the Conns store where we purchased the w/d to speak to the manager. When he pulled the account information up, it showed a balance of $800 in incurred interest. Conns never sent us a statement that said we owed anything else. They were going to wait until 2015 to let us know that they were charging us interest on a product we already paid in full by the terms of the agreement I signed. This is dishonest forgery, and should be illegal to get away with. Our record clearly shows the $1,000.24 payoff amount in full clearing our account in May, well before the June 5, 2014 cut off date. Something needs to be done about the way Conns is scamming customers out of their hard earned money. I will never trust nor will I ever purchase anything from Conns. We are living in a nightmare trying to get this issue resolved, and besides the money scam, no one has bothered to follow up, follow through or be sent out to look at our dryer for over a week now. My time is just as valuable as anyone else's, and dealing with these issues is costing me hours of unnecessary work.

Product_Or_Service: LG

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Replacement dryer and $800 feethey say we owe in interest on two products that were paid in full BEFORE the deadline of the 12 month interest free agreement.

Business

Response:

Thank you for the

opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 6/05/13, Mrs. [redacted] purchased a ** high efficiency washer and dryer from us with a 24-month Repair Service

Agreement on both items and elected to have her items delivered. Mrs.

[redacted] was scheduled for delivery and received her washer and dryer on6/06/13 in good order.

Mrs. [redacted]

contacted service on 8/14/14 regarding her dryer; stating the dryer would not turn on and

the panel was blinking. We attempted to schedule Mrs. [redacted] for service;

however due to Mrs. [redacted]’s location a provider was not available.

Therefore, Conn’s agreed to exchange her dryer under the terms and conditions

of the Repair Service Agreement; the exchange was approved on 9/09/14. Mrs. [redacted] was

given a credit of $809.99 which is the original amount paid to re-select a new

dryer. We show Mrs. [redacted] has reselected and is scheduled for delivery

on 9/12/14.

In regards to Mrs.

[redacted]’s account, we have researched the account and found there was an error

processing her final payment; the error has been corrected and we are

processing Mrs. [redacted]’s account to close as agreed. Mrs. [redacted] has been

contacted regarding her concerns and she is aware of the account status.

In addition Conn’s has offered Mrs. [redacted] a $100.00 gift card as a gesture of

goodwill.

If we may be of

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

Kind regards,

Review: I WENT INTO THEIR NEWLY OPENED STORE ON 06/24/2014 AND FINANCED A MASSAGE CHAIR AND A REFRIGERATOR. THEY WERE DELIVERED ON 06/25/2014 AND THE MASSAGE CHAIR NO LONGER WORKED AS OF 06/27/2014. AFTER NUMEROUS PHONE CALLS AND EMAILS, BEING TRANSFERRED AND GIVEN THE RUN A ROUND, I WAS FINALLY GIVEN THE DATE OF 07/10/2014 FOR A SERVICE TECHNICIAN TO COME TO MY HOME. ON 07/07/2014 I RECEIVED A PHONE CALL STATING THAT THERE WOULD NOT BE A TECHNICIAN COMING TO MY HOME THAT I HAD TO CONTACT THE MANUFACTURER DIRECTLY. I WANTED TO RETURN THE CHAIR AND NOT HAVE IT FINANCED AND I WAS TOLD THAT I CANNOT DO THAT. I AM NOT PAYING FOR SOMETHING THAT DOES NOT WORK.Desired Settlement: I WOULD LIKE THE MASSAGE CHAIR RETURNED AND NOT HAVE TO PAY FOR SOMETHING THAT DOES NOT WORK.

Consumer

Response:

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

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

From: [redacted]

Sent: Friday, July 25, 2014 1:13 PM

To: drteam

Subject: Re: You have a New Message from Revdex.com Regarding Complaint [redacted]

Dear [redacted]

This message is in regard to your complaint submitted on 7/7/2014 7:03:45 PM against Conn's. Your complaint was assigned ID [redacted]

You recently filed a complaint on the above mentioned company. The last we heard from you the issue was not resolved. Please provide us with an update and advised which items (if any) remain unresolved. Please complete and return it as soon as possible.

Are the issues resolved? _____X______Yes _____________No

If yes, when was the issue resolved?

I was contacted directly by the manufacturer of the massage chair and a repair man was sent to my home. It was determined that it was installed incorrectly.

If no, what issues remain outstanding?

________________________________________________________________________________...⇄ />
________________________________________________________________________________...⇄ />
Did you ever file your case through the court system? ___NO ____ If so please include a copy of your filing or judgment for our files.

Signature: _____________________________Date: _________________________

Please respond just as soon as possible to this inquiry. Feel free to email the information to [email protected] ; make sure to reference your case number.

Regards,

Business

Response:

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

6/25/14, Mrs. [redacted] purchased a Cozzia message chair and 48 month repair

service agreement. Mrs. [redacted] contacted us on 6/27/14 and stated the chairs had stopped working. A service call was set-up then later found Mrs. [redacted] would need to contact this manufacture directly for

assessment.

Mrs. [redacted] has been contacted regarding

her concerns and after further reviewing her complaint we found the initial

service call was set-up in error and we fail to communicate that information to

Mrs. [redacted] in a timely manner. Mrs.

[redacted] stated she has already contacted Cozzia and they found the chair had

not been assembled correctly, the corrections were made and the chair is now

working properly. We sincerely apologize

to Mrs. [redacted] for the experience she had and do appreciate her for bringing

it to our attention. The matter has been

addressed with those involved to ensure it is not repeated. As a gesture of goodwill Conn’s agreed to

change Mrs. [redacted]s first payment from 7/24/14 to 8/24/14. We have also offered her a $100 gift card

that may be use towards her next purchase.

If we may

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

Kind regards,

Customer Relations

Review: My move occurred May 7, 2014, when I moved from a room in [redacted] to a two bedroom villa/apt. at [redacted] complex. The movers were quick and eager to move on to the next event, it seemed and I was excited to get out of assisted living. When we arrived at the villa/apt., the movers began to put my belongings away and asking me many questions and I lost track of my silver chest. I was very tired when they left and began to slowly put away the essentials. The sterling silver flatware was left to me by my mother and I haven't used it in several years as I have been recovering from a fall two years ago so I haven't looked for it until recently as I would like to send it to my son. I called the moving co. and spoke with one of the owners, [redacted], who told me that every-one always "blames the movers" but that I haven't had anyone in my apt. except my local son and his family and a one time cleaning lady with whom I stayed. [redacted] also told me he would check his records and call me back; he never did. I hesitated to accuse anyone of taking the silverware, however, after looking everywhere there is no other explanation for where it could have gone.Desired Settlement: The pre-owned value of the sterling silver was $3704.00. It was a service for 12 which included 12 extra teaspoons, 12 iced beverage spoons, 9 serving pieces in a pattern called [redacted] by [redacted] in a wooden chest. There is no price to put on the fact that this set belonged to my mother.

Business

Response:

To whom it may concern,

Review: I purchased the Frigidaire Infinity washer and dryer in January of 2013 from Conn's located at [redacted] Their phone number is [redacted] A week or two after the appliances were purchased, they have been repaired. The dryer don't dry the clothes and the washer is not working properly. The part was changed on the washing machine; the washer is still not working properly. The repairman said the vent is clogged, but at the same time a part was ordered for the dryer.Desired Settlement: Can someone please help me? I have been going back and forth with this matter since the beginning of the year.

Business

Response:

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

Our records show on 1/04/13, Mrs. [redacted] purchased a Frigidaire washer and

dryer both with a 36-month Repair Service Agreement Plan. Mrs. [redacted]’ washer

and dryer was scheduled for delivery and received in good order on 1/5/13.

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

service department on several occasions regarding her washer and dryer dated

from 6/13/13 to 10/29/14. Mrs. [redacted]’ last service call on her washer was

received on 9/30/14; stating the light would not come on when trying to use the

washer. After further reviewing Mrs. [redacted]’s service needs regarding the

washer, Conn’s agreed to exchange the unit under the terms and condition of the

Repair Service Agreement. Our records show on 10/30/14, Mr. [redacted] re-selected

a Samsung washer which is scheduled for delivery today 10/31/14.

Mrs. [redacted]’ last service call on her dryer was received on

10/29/14 stating the unit does not heat up or dry any clothes. Mrs. [redacted]’

service appointment is scheduled for 11/05/14; once the technician assesses the

dryer we can determine what further actions are needed to repair the unit. At this

time Mrs. [redacted]’s dryer does not meet the qualification for an exchange; we

will continue with service. We sincerely apologize for any inconvenience Mrs.

[redacted] experienced as a result to repairs.

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

Review: They won't honor their warranty on a 60 plasma tv that was bought by me under my ex girlfriends name. I bought conns 4 year ext warranty and now they don't want to honor it.Desired Settlement: Replace tv under warranty

Business

Response:

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

After further review and research, we found Mr. [redacted] complaint is regarding

a 60” television that was purchased by different consumer. We are unable to

disclose any information to a 3rd-party regarding this consumers.

Our records show on 10/19/14, Mr. [redacted] contacted us via social

media stating he purchased a 60” plasma television and Conn’s Repair Service

Agreement Plan under his ex-girlfriend’s name and the warranty is not be

honored. Mr. [redacted] was educated that he would need to have the original owner submit

a written request to transfer the warranty into his name to utilize the

coverage under the terms and conditions of the Repair Service Agreement. Refer

to your Terms and Condition of the Repair Service Agreement SECTION (8)

Transfer: This Agreement is transferable upon FWSC or its Administrator

receiving a written request from the original owner. The written request may be

sent to Conn’s at [redacted] or by email as provided at

[www.conns.com].

Conn’s is willing to honor the Repair Service Agreement Plan once

we have received the requested documents. We a copy of the Repair Service

Agreement in our response.

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

Review: I bought my furniture at the Lafayette location with an extended warranty in Nov 2011. They are refusing to fix, replace, or store credit me. My furniture has been fixed at least a dozen times. It is not durable like I was told when I bought it. Now they are saying the extended warranty won't cover it cause it's normal wear and tear. I think an expensive piece of furniture should last more than 2 1/2 years. And why did I get the extended warranty. I am asking for a store credit (not even full price) but they keep telling me no and that they won't fix it.Desired Settlement: Store credit to get something that will hold up.

Business

Response:

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

10/29/11, Mrs. [redacted] purchased a Catnapper Cortez reclining loveseat and

sofa set both with a 48-month FurnitureGard Plan. After

further research we found Mrs. [redacted] had service calls on the loveseat and

sofa since December 2011; the technician assessed both units and multiple parts

were ordered and repaired. The last service call we received from Mrs.

[redacted] was on 4/11/14, stating the cushions were sinking and both units were

peeling. A service call was scheduled for 5/1/14; upon inspection the technician

found the right and left seat cushions were peeling on both units. We contacted

Mrs. [redacted] on 5/6/14 to inform her that peeling was not covered under the

FurnitureGard Terms and Condition. As a good will gesture, Conn’s has agreed to

exchange Mrs. [redacted]’s furniture set after further evaluation; Mrs.

[redacted] may visit her local Conn’s store to process the exchange.

If

we may be of further assistance, Mrs.

[redacted] may

contact Customer Service at [redacted]

Kind regards,

Consumer

Response:

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

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

Review: I purchased a sectional couch in March of 2013 and since a couple weeks after delivery we have had one problem after another! Now the first major issue I had involved the arm of the Chaise part of the sectional caved in and Conn's sent a repair technician from a company they contract called US Quality and when the man came he inspected the Chaise and told my wife he would write his report on his findings and I would be notified by Conn's. So I was notified that they would repair it and after arguing that it was unacceptable because the couch was brand new they agreed to replace the Chaise, so for that I was a satisfied customer. Moving on.....I have had approximately 4 technicians out here since then for the middle part the "armless" sofa because of the sagging back pillows to which they moved around the stuffing inside, needless to say they still sag! They claimed and put in their report that they added filling and that is a complete LIE because they brought in a bag of fill but NEVER used any!!! Then a technician came out because the cushions that you sit on sink so bad that you may as well remove the cushions and just sit on the springs....so that Technician said that he was going to recommend that the springs be replaced in his report and I should hear from Conn's in a few days well guess what I NEVER HEARD FROM CONN's!!! I had to call them and they claimed they called it's funny because I never received a call nor did they ever leave any message on my voicemail but when I did call I found out that the technician said that his findings were FINE and that there were no issues!!!!!!!!!! Next another technician comes out because of the same sinking problem and now my chaise squeaks as if it is 30 years old...so he says he would write his finding and recommendations and that it was definitely frame related.....guess what he also said everything was FINE in his report and CONN's won't do anything about it!!!!!! I bought a warranty and guess what it does me no good because they WONT FIX IT!!Desired Settlement: At this point I would like 1 of the 3 things below:1. They come pick up the entire sectional and zero out the balance of my credit account. (Let them use the money I have already paid as if I had "rented it")2. Replace the entire couch for all the inconvenience and headaches!3. Take back the couch and give me store credit for the original purchase price, to apply to whatever else I choose in the store!!!

Consumer

Response:

The issue still remains. I had another technician out on 1/**/14 and he claimed to me that the Chaise was un-repairable however when it got back to Conn's they are refusing to replace it they want to "fix" it however it is less than a year old and I requested it be replaced and they flat out refused! So now I feel like I am being lied to by Conn's and by the US Quality Furniture place that Conn's contracts out! I have also contacted Conn's service Dept. again to see if someone from Conn's can come out and they flat out refused and said absolutely no one from Conn's would come out that the decision rests solely in the hands of US Quality! What did I but a warranty for???? Conn's isn't losing any money by replacing it they send it back to the manufacturer and it becomes the manufacturer's problem!

Business

Response:

From: [redacted]

Sent: Wednesday, February [redacted] 2014 2:46 PM

To: drteam

Subject: Re: Revdex.com of Houston and South Texas- Complaint regarding Your

Business #[redacted]

Thank you for the opportunity

to respond to [redacted] complaint. Our records show on 3/**/13,

[redacted] purchased a Jackson Everest Furniture set with us and 48 month

Furnituregard. [redacted] contacted us on 4/**/13, stating the

armrest caved in and the pillows were sagging. A service call was set-up

and upon inspection the technician found the elbow caved in and protruded

through the cardboard. An exchange was approved on 5/[redacted]13 and a new

chaise was delivered on 5/**/13. [redacted] contacted us on 9/**/13,

and stated his cushions were sinking and sagging on his section. Upon

inspection the technician found the middle cushion was lower than the other

two. The service man restuffed the cushion cores to firm them back

up. On 10/**/13, [redacted] contacted us stating there were tears in

the seat cushion. A service call was set-up and upon inspection the

technician noted no tears were found and all springs and frames were

intact. He noted the center seat cushion was lower than the left and

right side. [redacted] mention the chaise squeaking therefore, the

service man tightens the spring clip and advised the customer that the lowering

of the seat cushion is normal with use. Notes indicate [redacted]

mention to the service man that she was trying to get a new sofa.

However, the request was denied because the sofa was up to the manufacturers

specifications. We have assessed [redacted] sectional 3 times since

then and each time the technicians have found the set to be upto the

manufactures specification. However they did note the middle cushion was

lower than the other 2. [redacted] contacted us on 1/**14, stating

the chaise had rips and tears and was making a cracking sound. Upon

inspection the service man found the seams on the chaise was separating and the

frame was loose.

[redacted] has been

contacted regarding her concerns and Conn’s has agreed to honor her request for

an exchange as a goodwill gesture. [redacted] is aware and will be

in the store to reselect.

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

contact me at [redacted]

Kind regards,

Customer Relations

Review: I purchased a 70inch television back in [redacted], I had the television for 2 weeks and then it stopped working, I called the number that was given to report the problem, it then took about one week for the technician to come out and take it a look at the tv, the technician said the television needed to be replaced. I then called cons to check the status of the claim, they told me it would take 7-10 days, by this time 4 weeks had passed by, I had to keep calling to get the status because I never received a call from them. Finally I was able to get information on the status and they had decided to give me a store credit of roughly $[redacted], I bought a 70inch television for about [redacted] on sale, when I called the store to check if I can get another television for the same price, they told me there was no television for the price, so pretty much I had to down size and pay double the money, as when I came in and bought the guarantee they said if the television was ever to brake they would replace it for the same product or fix it if it was repairable.Desired Settlement: I would like to get a replacement for my television the size size, as I was promised.

Business

Response:

Thank you for the opportunity to

respond [redacted]’s complaint. Our records show on [redacted] purchased a [redacted]

70” 3D Smart TV with a 49-month Repair Service Agreement totaling

$[redacted] purchased his television as a floor model sold as

is from our [redacted] location. After reviewing [redacted]’s complaint

we found she contacted us on [redacted]; stating her television has

audio but no picture. A service call was scheduled for 8/11/14; during the inspection the

technician found the television panel needed to be replaced. On 8/11/14, [redacted]’s service

information was sent to the manufacturer to be reviewed for a possible

exchange; [redacted]’s exchange was approved on [redacted] was given a

credit of $[redacted], which is the original amount paid. As of [redacted] has not selected a

new television. [redacted] may visit her nearest Conn’s location to

initiate her exchange.

If we may be of further

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

Kind regards,