Conns Appliance, Inc.

Review: On 7/25/15 called Conn's Repair Service [redacted] about window units[redacted] A/C not working. Called again on 7/28/14 and service man came out to look at 18.5/16K window unit and stated it needed free-on, and that he didn't do the free-on someone else had to do it from warehouse. Called Conn's on 8/5/14, 8/6/14, 8/11/14(two service men from Conn's removed 18.5K C/16K H from my home to bring to warehouse to repair, 8/12/14(called), 8/13/14(called), 8/14/14(called and was transfered to Mr. [redacted] in [redacted] warehouse). On 8/20/14 service man came and look at 5000 BTU and stated that it was not fixable and I had to call service department to have it replaced since I had a warrant on it. On 9/2/14 I was told that 18K/16K BTU was lost in transit. On 9/19/14 was given # [redacted] to speak with Mr. [redacted], and was told to call back, and at 2:53 pm I spoke with Mr. [redacted] 9/19/14. 9/22/14 called 409-842-2190 with no answer to what's going on with my unit. On 9/23/14 called at 3:36 pm nothing. On 9/30/14 spoke with [redacted] and was transfer to service, still no results. 10/1/14 at 10:06 am called [redacted] spoke with Mr. [redacted](he stated that he would speak with [redacted], and that they had gave them the okay to swap out unit for one that matched the one that I had). On 10/08/14 I had my ex-husband called Mr. [redacted] about my window unit and he told him that they were working on it, and I would get reimbursed for unit because they could not find unit to match mine at their warehouse. On 10/22/14 called Mr. [redacted] and he gave me corporate's # [redacted] and I called person who I spoke to would not give me her name, stated that someone would call me. On 10/23/14 at 2:53 pm called customer service again, and spoke to [redacted] and she gave me a ticke [redacted] On 10/30/14 called customer service and spoke with [redacted] and she gave # [redacted] to call. Called [redacted] on 10/31/14 and was given the [redacted] # to call spoke with [redacted] 11/03/14 callDesired Settlement: Would like to be reinbursed for [redacted] that I had purchased from Conn's 8/14/11 for $529.99 with 48 month repair service agreement that expires 08/14/2015 for $199.95. I have been waiting since 7/25/14 till now, and still haven't got good results. Was out of my window unit for my son's room for 3 months.

Business

Response:

Thank you for the opportunity to

respond to Mrs. [redacted] complaint. Mrs. [redacted] has been contacted regarding her concerns. After researching her complaint we found

there was a delay replacing her air conditioner. Conn’s has agreed to issue Mrs. [redacted] a refund

for the replacement value of $529.99 for her 18K BTU heat/Cool air

conditioner. Mrs. [redacted] is aware the

refund will be mailed within 7-10 business days.

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: On [redacted]2014, I purchased $3431.47 worth of leather furniture from the Conn's store, in [redacted] TX. At the time,the salesman sold us on an insurance contract,at $449.98+ taxes for a sofa & loveseat. After reading the contract, it didn't cover the supposedly damage that the salesman's told us-pet damage, so we called him back the next day but he was off. We called the following day & he told us we needed to talk w/ [redacted] BUT he was not working. He then said we had a basic 1 year coverage anyway. Tried again with no luck, so in [redacted], after Labor Day, within the 30 days allowed, I mailed back the contract, w/a letter, requesting cancellation. To date, I've never received my refund. On [redacted], I called the 877# given & spoke w/ [redacted], she simply transferred me to Conn's insurance, who transferred me to customer service. They apologized & advised that all I needed to do was return to the original store & they would give me my refund. Went there on [redacted] they refused & instead had me fill out a cancellation request BUT it would be less, since it was NOW over 30 days. I explained myself that I followed their rules & now they are falling to abide by them. I called customer service back, they confirmed my the plan was cancelled & my account credited. I then told her I had no account, I paid CASH. She apologized & would have someone call. To date, still no phone call or more importantly - no refund! HELP!Desired Settlement: Refund in full, including the taxes I was charged!I'll never step inside another Conn's, again!I went there because I shopped there before & preferred a company I could deal w/ direct. Jesus, was I ever disappointed! I should have just gone to a regular furniture store.

Business

Response:

Thank you for the opportunity to respond to [redacted]

complaint. Our records show on[redacted]14, [redacted] purchased

a [redacted] furniture set which consisted of two pieces (sofa,

loveseat) with a 48-month [redacted] Plan on both pieces; with [redacted]

qualifying purchase he received a free [redacted] LED TV. [redacted]

elected to have his items delivered; we show [redacted] delivery was

completed on [redacted]14.

We show [redacted] later contacted his sales representative

regarding the [redacted] coverage. [redacted] expressed his

dissatisfaction towards the coverage and requested to cancel the

[redacted]. Our records show [redacted] was cancelled

on[redacted]/14 and a full refund was processed.

After researching [redacted] complaint we found his refund was delayed

because we needed his original credit card to apply the credit to his

account. We spoke with [redacted] and as of [redacted]/14 the credit of $487.10 has been processed to [redacted]. We ask that [redacted] please allow 3-5 business days for

the credit to post. We sincerely apologize to [redacted] for the

experience and any inconvenience that has been caused.

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

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.

Thank you, once again, Revdex.com! Your the customer's best friend!And, also to Conn's ** for settling this matter.This all could have been avoided, if the [redacted] store, had done what, I was originally directed to do by Conn's [redacted].

Review: I went in to Conn's in [redacted]TX, the [redacted] location. I purchased a laptop and a 75 inch [redacted] Tv. I told the Sales person, I wanted the tv with voice control and motion control. He assured me the [redacted] series tv was what I needed, and sold me extra accessories to ensure the tv worked as I wanted. His exact words were I would need a sound bar and the [redacted] package for the tv to work as desired, so I purchased all of these things. Once I got the tv home and set everything up, of course the motion and voice control options do not work. As I read over the manual it says I need a separate camera for motion control and no option for voice control.

I call the store for them to tell me I need a special remote for these features to work and it is a separate accessory. So I asked why I wasn't told about that when I was told about all the other options as far as accessories, when I SPECIFICALLY asked about these tv options.

I was told to call corporate, because they could not help me. Once I called corporate I was given the run around for hours, to only be told I need to be the remote and it's not their issue. So I said, I would return the things I bought because I was sold them under false pretenses, and then I was informed I would still have to pay the restocking fee.

I spent over $4,500.00 with them for warranties and products I purchased.

Did they offer to give me the remote for their deceptive practices? NO!

Why should I have to pay to return something, that was sold to me with LIES??!?!?!

On top of this, I had previously bought things from Conns with no problem, I was telling friends about them, now I will deter anyone I know from buying from this company.

I am in total disbelief.Desired Settlement: I would like for them to provide me with the necessary equipment, or take back all equipment with no fee for returning their products.

Business

Response:

Thank you for

the opportunity to respond to [redacted] complaint regarding a purchase

made under the name [redacted]. Our records show on [redacted]/14, [redacted] purchased

a [redacted] 75” [redacted] TV (with a 49-month Repair Service Agreement).

After researching [redacted] complaint we found she was misinformed

regarding television features. Due to the information that [redacted] was

given; Conn’s has agreed to honor her request to exchange her television

without a restocking fee. We attempted to contact [redacted] regarding

her concerns and exchange approval, but we were unsuccessful in our

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

re-select a new television; [redacted] will need to take back her old

television to initiate the exchange.

If we may be of

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

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 had an overall horrible experience purchasing and paying for my appliances. The situation was made worse when after having my account settled I received a phone call 10 months later that there is a balance I am late on. I spoke to a manager Feb 2014 and agreed to accept a settlement offer. My business with them should have been complete but I received a collection call in Dec 2014 stating I was past due on payment for insurance that was declined at the store and canceled after I realized I was still billed. I then checked my credit report and Conn's never closed the account or 0 the balance as promised.Desired Settlement: This account should be closed with no balance.

Business

Response:

Thank you for

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

#[redacted] stated she paid

a settlement amount on the account and it should be closed.

According to

our records, [redacted] agreed to a settlement amount on the account of

$2000.00 That amount was paid on February 8, 2014. The account is closed with a zero balance.

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 find that this resolution would be satisfactory to me. Please update my credit report to reflect that this account was closed as of 2/8/14 because it is currently showing closed in 2015. Thank you.

Review: I purchased a LG washer and dryer from Conn's Appliances back on March 20, 2015. I did not have my appliances delievered until April 11, 2015. It has been approxamently 2 weeks and 3 days since I have had both of them and now the LG dryer is not fully drying my cloths. I looked up the reviews about LG washer and Dyers and found that the Dyers are only good for one cycle the other cycles do not work. I called the store I purchased the items from and requested to exchange them for a different brand becasue out of being an owner of a washer and dyer for over 30 years I have never experineced an issue as such. I do not believe a BRAND NEW dyer should be having problems in 2 weeks of ownering the product and I explained this to the store manager and he told me I will still need to go through repair. I called corporate and spoke wiht a manager named [redacted] and was also told I have to go through repair before they can assist me. As a customer who has not had the product for over 30days that is already in need of service should be replaced. I then did some research on Conns reveiws and found several customers with the same issues and they are not being helped by anyone. I am concerned that Conns will leave me with these defective washer and dyers with out replacing them. I do not believe as a customer it is fair practice to have a product repaired within 2 weeks of usuage. This clearly shows there is a defect with LG dyer and possible with the washer machine and they are not willing to help their customers, but rather push them off to some service department or the manufactor. This is horrible customer service and has me concerned I am going to be stuck payin of $1500 for a set of washer and dryers that do not work properly. Please visit Conn's website for me evidance on how they are currently treating their consumers with the defective products they are selling.

[redacted]corporate-office/Desired Settlement: I would like for Conn's to exchange my washer and dyer for a brand that is more reliable or to take them back and remove the charges from my account. I DO NOT want a brand new barley 2 week old dyer repaird it should be replaced.

Business

Response:

Thank you for the

opportunity to respond to [redacted] complaint. Our records show on 3/20/15;

[redacted] purchased a LG washer and dryer both which come with a 1-year

limited manufacturer’s warranty; no additional coverage was purchased. Mrs.

LAttny washer and dryer was delivered and received in good order on 4/11/15.

Our records show on

4/28/15; [redacted] contacted our service department stating her dryer was not

heating up. A service appointment was scheduled by the manufacture for 4/29/15;

during the inspection the technician was unable to find any functional failures

with the unit and educated [redacted] on the proper use regarding the “sensor

dry” setting. The technician tested the dyer and reported the unit was working

up to the manufacturer’s specifications.

At this time we are

unable to honor Mrs. Lettny’s request for an exchange; based on the

technician’s report no problems were found and the dryer is functioning

properly.

If we may be of further

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

Kind regards,

Dyeisha Williams

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 for this issue.

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: On [redacted], I purchase a recliner for my wife, when they deliver the recliner. The recliner was broken when delivered. I immediately phoned Conns Store, and advise them of the broken recliner. They said they will fix issue. AS of today they have not tried to resolve the issue, so I took it upon myself to deliver the recliner at the following address, Conns Furniture and Electronic[redacted]. They have taken so long to repair, and no need to repair I purchase a new recliner not a used recliner. Therefore, I do not want for Conns Furniture to billed me for something that was delivered broken or item was already broken when delivered.Desired Settlement: I no longer want the recliner, I just want them to refund at 100%, without hurting my credit.

Business

Response:

Review: Merchandise purchased was falsely advertised as leather. When purchased, a warranty was purchased as well and paperwork indicates replacement is covered in case of faulty merchandise. Attempts have been made to point out the faults, however, servicemen are refusing to acknowledge obvious defects and the purchased warranty is not being honored.Attempts are being made, and have been made for some time, to return the merchandise. Conn's Appliances seems to be stalling the process in order to harm my credit further. No attempt by this company has been made to honor the replacement policy clearly stated in paperwork upon the purchase of warranty.Desired Settlement: At least $3,000 has been paid toward the furniture purchased at Conn's. Since warranty was purchased in the case that furniture became faulty and Conn's has not honored it, nor made any attempt to resolve the matter, I seek refund of the payments done up to this day.

Business

Response:

Thank

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

records show on 6/**/12, Mr. [redacted] purchased a Jackson Torino furniture set

with us and a 48-month Furnituregard Plan.

The Jackson Torino furniture set displayed shows the material as Valentino

Bonded Leather Match, this information can also be found on our website at [redacted] Mr. [redacted] contacted us on 2/*/13, stating

the back appeared to be falling off of the sofa, a service call was scheduled

and upon inspection the serviceman found the mechanism on the sofa was

bent. The mechanism was ordered and

installed up to the manufactures specifications. While there the serviceman also inspected the

loveseat and found it was up to the manufactures specifications with no problem

found. Mr. [redacted] contacted us again on

9/**13, stating the sofa and loveseat was leaning to one side and separating. A service call was set-up on both and upon

inspection the serviceman did not find again structurally wrong with the sofa

or loveseat and reported they were up to the manufactures specifications.

If

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

Sincerely,

Customer Relations Officer

Consumer

Response:

I have made several attempts to contact Ms. [redacted] since Thursday, February [redacted] None of my phone calls or messages have been returned.

Business

Response:

We have been working with Mr. [redacted] to ensure his concerns have been addressed and we have come to an agreement. We have attached a copy of Mr. [redacted]'s general loan ledger showing his account has been closed and the credit marks that had assessed since September have been removed. We ask that Mr. [redacted] please allow up to 30 days to reflect on his credit bureau. We are making arrangements with Mr. [redacted] to deliver his TV, stand, and gaming system back to him. He has provided his new address and will be contacted by delivery within the next 2 business days.

Review: From the moment I started to do paperwork Jan.** up until today Feb.* I have had horrible experience with Conn's on the [redacted]. I patiently waited three hours for sales paperwork to be done. That should have been my clue. I purchased washer and dryer. They were deivered and hooked up the next day. When I went to use the washer I discovered the washer had been hooked up incorrectly. I called they said it would be Wed.before anyone could get out. So, I used the washer backward. When I went to use Dryer, it left everything like wrinkle bombs. Horrible!!! I tried several times to get in touch with [redacted] who I was told was the manager. He never called back. During all this time I was in touch with delivery to get back here fix my machines. The whole time I was never told that I should have been speaking to service dept. Caught delivery Guy in a lie. I called the toll free number and they kept promising to get people out here to take look at my machines. No one has contacted me. Also, spoke to [redacted] another supervisor. He did nothing at all for me So I have been lied too, treated rudly and totally disreguarded.Desired Settlement: I would like to return both washer and dryer for full refund, with no restocking charges. Whole experience a nightmare!!!

Business

Response:

Thank

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

on 1/**/14, [redacted] purchased a GE high efficiency washer with a limited

1-year manufacturer warranty, a GE high efficiency dryer with a limited 1-year

manufacturer warranty, washer hose, dryer kit, dryer duct with clamps, and

delivery totaling $2530.44. Our records show [redacted] contacted us on

2/**/14, regarding both her washer and dryer; stating the washer was not

washing the clothes properly (not dissolving detergent or fabric softener), and

the dryer’s perm press cycle was not functioning correctly. A service call was

scheduled on 2/**/14, upon inspection no defect or issue was found with [redacted] dryer. However, the technician found [redacted] was not using the

correct amount of detergent and fabric softener to wash a load of clothes. [redacted] was educated on the appropriate the amount of detergent for her washer. If

[redacted] is still dissatisfied with her washer and dryer, she is still within

our 30 day Return and Exchange Policy and may return her items with a 15%

restocking fee.

Sincerely,

Customer Relations Officer

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: 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: My name is [redacted], well my story begins when I started receiving calls on an account that was current and is still current. A lot of of calls like 90 plus. So I started calling Conns and they said well they did not know why I was getting these calls and they would send it to review, which I did not understand you are viewing my account and you see that I am current. So more and more calls keep coming mine you my account is still current. So I finally got through to Corporate office thinking I was going to get some resolution to this problem, So I was referred to a Ms. [redacted] "Customer Relations" well I called her 7-8 times no response from her then I called and got through to a Ms. [redacted] in review and she told me that she was sorry and she would take care of it and no further calls would be made to me but if one came through ignore it. "Really" suggesting just don't answer my phone. Of corse I did get another call. Long story short not only did I get phone calls but I got a "Demand Letter". These accounts are still current so I started calling Ms. [redacted] and [redacted] last Monday, of course no response just kept leaving voice mails I call these 2women I know 30x since Jan. 17th 2014. I pulled my credit report last night and what do I see 'CONNS' 120 days plus pass due. I just can not believe this. My account was never pass due 120 days. I have not even had the account but 6mths. And now my credit is jacked up. This should have never gotten to this point. I want this off my credit report NOW. I am so very mad and disappointed with this whole experience. I work in customer service that's why I was trying to work with these people just to find out these people are not working. This is totally unfair to me and my 'CREDIT'. And they will tell you that my account is current and it was current and has always been current so where did this120plus days pass due come from. This is 2014 it does not take 5-6 months to fix this matter this is their fault and they need to fix my credit NOW.Desired Settlement: DesiredSettlementID: Other (requires explanation)

Fix my credit report meaning take that off and make sure it's off. And fix my account showing that I am current and make sure I do not get any more Demand Letters and phone calls. My accounts are current and have been and that is what it should show. I don't want to hear we are working on it or it's under review. You are viewing my account and payments I did not just make them they where there all this time. Thank you for your time. Ms. [redacted]

Business

Response:

Thank you for

the opportunity to respond to Mrs. [redacted] complaint. Mrs. [redacted] has been contacted regarding her concerns and the necessary corrections

have been made to the account and credit bureau. In addition, Conn’s

credited both of her accounts one payment for the delay and inconvenience.

If I may be of further

assistance, Mrs. [redacted] may contact me at [redacted]

Kind regards,

Customer Relations

Business

Response:

Thank you for the additional opportunity to respond to Mrs. [redacted] concerns regarding her accounts. Mrs. [redacted] has been contacted regarding her concerns and the necessary corrections have been made to the account and to the credit bureaus. We have provided Mrs. [redacted] a copy of the corrections. In addition, Conn's credited both of her accouts one payment for the delay and invoncenience. Her next payment cycle is scheduled for May 20, 2014 and she will need to resume payments at that time to avoid any further credit marks. Please note it can take 30-60 days for the credit bureaus to update Mrs. [redacted] credit file.

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

Consumer

Response:

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

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

Regards,

Hello, I do not accept this resolution because I am trying to get a house and this is very bad on my credit report and I have to wait for the credit bureau to update their system and clear this off my record when it should have never ever been there in the first place. I called Ms. [redacted] and Ms. [redacted] for over 2 months before time trying to get them to take care of this account that was not late and was current. At one point I told Ms. [redacted] that I was concerned about this going on to my credit report because it was taking so long. She promised me that I had nothing to worry about. So for them to try and make me wait by myself,for the credit bureau to make "Conns" mistake right is not my fault or the credit bureau. I was not trying to get them to pay my account for me, I was paying my account when they just neglected to respond to it and fix what ever "They" did wrong. So I think they should wait and pay as I had to wait and pay on an account they refuse to correct before they let go to the credit bureau. And see,how long do they have to pay until someone update their system. Because apparently It took "Conns" 4 months to update theirs. To just screw up my account and let it go to this point and then say well, I guess you just have to wait for the credit bureau now. It's not our fault , Now it's the Credit Bureau fault Ms. [redacted] credit is jacked, we did all we can. Really? I asked anyone involved with this account and what happened in this situation ,And you where trying to by a house how would you feel? Paying on an account that is current and being paid on, and the business let it go to the credit bureau 120 days plus unpaid with plenty of notice that this account needed to be corrected due to something they where doing to it because I was paying it. No this is not good enough I want it off and you pay as long as it is somewhere "credit bureau" it should have never been. For all I know It could take as long as it took Ms. [redacted] and "Conns" or longer who knows. It's not fair and they are not doing me any favors I was already paying my bill. But, yet here we are. So now they want to put it on the credit bureau and just say oh well Ms. [redacted] we done all we can ,sorry we screwed you , So now just wait on the credit bureau to fix our mistake. I should have to wait and pay on an account that is sitting in negative status at the credit bureau. That not right, And they are need to do better. Not just for me but all their customers that are paying and is in need of some "Customer Relations" way before someone else has this problem. Ms. [redacted] could have prevented this had she just answered or returned any of my calls over 20 to her and at least10-20 to Ms. [redacted]. They did' nt even get serious until I had to file with the Revdex.com that is ashamed. I will be letting the COO-CFO-CEO of 'Conns'. Know about this. While I'm waiting for 2-3-4-5 months while my account sit there and how it got there , and my disbelief of the whole matter and the treatment I received by the people they have in position to handle , what started out to be something simple that they messed up on their end and neglected, ignored or just said oh well she'll never know we did'nt fix it, as many calls as your associates called me. Oh , by the way I already contacted your COO-Mr. [redacted] and Mr. [redacted] is next and then Mr. [redacted] and I will be sure to give your name Ms. [redacted] (Customer Relations) ex.[redacted]. If I'm going to wait alone, I will be writing faxing calling ,e-mailing until they know what I just went through with their company and now I have to wait to get my house or anything else. Carrying a letter around with me is totally unacceptable. I paid and waited while someone fixed their mistake or the clique in the system or while the system was updating for 4 months, You put me there, credit bureau, and now you still want me to pay on an account that is sitting at the credit bureau you let get there. No, you pay as long as it's there. That is the resolution I want , to be made whole and credit in tact, like it was before a purchased anything from your store. I already told you I would not be satisfied until it was off "Completely Off) that is not asking for to much. Please froward this to Ms. [redacted] (Customer Relation). Thank you for your time, Ms [redacted]

Review: company demand payment on fraud account and never done business with said company, company violates FDCPA and FCBA...dispute Vality of debt per 1692g ...request copy of original contract /application of whom unauthorized account opening,never gave consent to any account...NOT MY ACCOUNT/ ID FRAUD...FORMAL FRAUD FTC COMPLAINT FILED AND WITH "CONSUMER FINANCIAL PROTECTION BUREAU"Desired Settlement: CLOSE FRAUD ACCOUNT AND NEVER CONTACT ME AGAIN.....stop all calls and notices per FDCPA 1692c Communication w/ debt collectors..I WILL NOT PAY COMPANY ONE DIME

Business

Response:

Thank you for the opportunity to respond to [redacted] concerns regarding phone calls he has received regarding a Conn’s account. We have determined this account belongs to another customer with the same name and [redacted] was linked to the account in error. We have placed a cease & desist on the telephone number associated with the phone number provided by [redacted]. In the event [redacted] receives any further calls from Conn’s, we ask that he contact us immediately so we may address the matter further.

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

Review: I PURCHASED A HP BEATS COMPUTER FROM CONNS ON 1/21/14.ON 2/6/14 THE COMPUTER BEGAN TO CONTINUOUSLY SHUT OFF AND WOULD NOT STAY ON SO I RETURNED THE COMPUTER TO THE STORE ON 2/7/14 TO BE SERVICED with the plastic still in tact.The computer came back from service on 2/27/14 and the tech stated the system was fine he could not find any problems but as a precaution he restored the software. Again when I took the device home it was still shutting off.I returned the computer back to Conns on 2/28/14 to be serviced again, and the computer did not come back until 3/26/14. Unannounced to me Conns sent the computer to HP to be repaired and HP replaced the hard disk drive which turned out to be damaged and restored the software again.When I went to pick the computer up from Conns on 3/26/14 and upon inspection I noticed that there was a large visible scratch mark on the base of the computer located in the front. At that point I refused to take the device home and demanded that it be exchanged. Conns refused to replace the device instead opting to send it back to service to replace the base.On 4/9/14 I returned back to the store to pick up the computer and when I took it out the box I noticed the back cover hanging due to a broken prong inside the cover. At this point my eyes watered because I could not bring my self to understand the careless manner in which my computer was being handled. I'vecalled Conns help desk and service department at least 20 times demanding the device be exchanged because at this point I feel like they are sticking me with a refurbished computer but charging me for a new computer.When I purchased the device I bought additional insurance for $300 through Conns because the sales associate Joy told me if I had any problems just bring the computer back and it would be replaced which was not the case.All of my payments have been made on time and are current so I don't understand why Conns won't replace the device.device. Conns is not right and should refund my money back.Desired Settlement: I would like Conns to refund all the money that I have paid to date and void the purchase contract I have with them because their customer service is horrible and it's not my fault they sold me a defective device.

Business

Response:

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

1/21/14, Mrs. [redacted] purchased a HP Envy Beat Edition computer with a 25-month

Repair Service Agreement Plan. On 2/6/14, Mrs. [redacted] contacted us stating the

computer had a blue screen and turns off. The unit was sent to service; upon

inspection the technician found the computer needed to be restored. The

technician restored the computer and the unit tested ok; computer was returned

to store for pickup. On 2/14/14, Mrs. [redacted] contacted us stating the computer

screen was turning off and has a blue screen that says the computer has a

problem. The computer was sent to service; the technician ran test on the unit

over a 3 day period, no defects were found, unit tested on and was returned to

store on 2/24/14 for pickup. On 2/27/14; Mrs. [redacted] contacted us again stating the

computer has a blue screen and turns off. The unit was sent to HP for repair; based

on the problem description the technician replaced the hard drive and unit

tested ok; returned to the store for pickup. On 3/26/14, Mrs. [redacted] contacted us

stating that the unit was returned scratched and refused to accept the damaged

unit. The unit was returned to service and parts were ordered to replace the

base on the computer. On 4/4/14, the technician replaced the stand and cover on

the computer; unit tested ok and was returned to the store for pickup. On

4/9/14, Mrs. [redacted] contact us stating the cover was broken and the computer

would not stay on. The unit was sent to service; upon inspection the technician

found the back cover popped out and re-installed the cover on the back, ran test

on the unit and unit tested ok. At this time we are unable to honor Mrs. [redacted]

request for a refund due to unit has been repaired.

If we may

be of further assistance, Mrs. [redacted] may

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

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 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 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 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: A Samsung Galaxy Tab S was purchased on july 3rd 2014 and from the begining it started to have issues until a software update was needed. The tablet had to be rebooted and it would not load it would only turn of. I contacted conns to have it exchanged. Conns does not have a technician on site, yet I was told over the phone that it would be exchanged. Its been almost a week and conns have not made a resolution yet.Desired Settlement: I just wanted it exchanged.

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted] complaint. Our records show on 7/3/14, Mr. [redacted] purchased a Samsung tablet

with a 1-year limited manufacturer’s warranty. On 7/10/14, Mr. [redacted] went

into Conn’s located in El Paso, TX stating the tablet shuts down on its own and

wanted to exchange the tablet. Mr. [redacted] was advised that we could send the unit

into service and have a technician assess the repair needs or he could exchange

the unit with a $129 exchange fee. Mr. [redacted] did not want to send the unit

in for service and left the store with the tablet. As of 7/25/14; Mr. [redacted]

has not returned the tablet for service to have a technician inspect the unit. At

this time we are unable to honor Mr. [redacted]’s request to exchange the tablet

due to he has not allowed service to assess the units repairs needs. Although

Mr. [redacted] has exceeded the time frame to exchange the unit, Conn’s is willing

to extend the Return and Exchange Policy and allow Mr. [redacted] to exchange the

unit within 14 days with a $129 exchange fee.

If we may

be of further assistance, Mr. [redacted] may

contact Customer Service at [redacted]

Kind regards,

Customer Relations

Consumer

Response:

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

When I arrived at the store on July 11th I was never advised of such fees. I was told that a ticket was needed for any returns or exchanges. The manager was extremely rude as he did not wanted to take the time and explain the process. I have called almost every day since this happened to customer service. Conns response is without merit as they are not researching the issue at at hand.

Regards,

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted] additional complaints. In our previous

response Mr. [redacted] was advised that we are willing to extend the Return and

Exchange Policy and allow him to exchange the tablet with the $129 exchange fee

as stated in the policy. An exchange fee

is charged on all exchanged merchandise unless the original merchandise has

been inspected by a Conn’s service technician and is found to be defective or

the original merchandise fails within 24 hours of purchase. Since Mr. [redacted] has refused to allow a

Conn’s service technician to inspect the tablet and determine if it is

defective, we are unable to honor his request.

Mr. [redacted] may visit the store to send the tablet in for inspection or

for an exchange with a $129 exchange fee.

If we may

be of further assistance, Mr. [redacted] may

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

Kind regards,

Customer Relations

Review: On Friday August 1, 2014 I made a payment in the amount of 133.68. I also have another account with Conn's which was actually due on August 1, 2014. Thru error I paid on the wrong account and once I realized my mistake I contacted Conn's on Monday August 4, 2014 to try and have this transaction reversed. I have been getting phone calls from Conn's every 30 minutes or so on my cell phone as well as at work. I was told on Monday that the transaction could be reversed and that the payment of 133.68 would be transferred to go towards the payment on my other account that is only suppose to be 69.00 a month. I am tired of the harassing phone calls because Conn's employees are not reading the notes that have already been placed on my account. After explaining the situation several times a day to several different representatives they are still asking me to make another payment. I have been dealing with this company for about 2 years now and have never been late with payments. I make one mistake of paying on one account to early and they cant simply take my money and put it towards the account that is do now seems a little ridiculous and I will never do business with this company again after all of my items have been paid for.Desired Settlement: I would like for them to simply put what is due towards my current payment and give me the rest of my money back and stop the harassing phone calls. Horrible Business

Business

Response:

Thank you for the opportunity to

respond to Mrs. [redacted]’s concerns regarding her account. Mrs. [redacted] stated she processed a payment

for one of her accounts in error. The

payment was supposed to be applied to a second account.

According to our records, Mrs.

[redacted] submitted a payment on August 1, 2014 in the amount of $133.68 on

account #[redacted]. Mrs. [redacted] called

customer service on August 5, 2014 and stated she made the payment on the wrong

account and wanted the payment moved to account #[redacted].

As of August 8, 2014, the payment

in the amount of $133.68 has been debited from account #[redacted] and credited

to account #[redacted]. Please note it

can take 7-10 business days to process a debit/credit to move a payment applied

to an account in error.

We value Mrs. [redacted] as a

customer and appreciate her business.