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Conns Appliance, Inc.

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Reviews Conns Appliance, Inc.

Conns Appliance, Inc. Reviews (916)

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: 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: I received an ad from Conns in the mail offering 10 percent off and 12 months free financing if I use my Conns pre approved credit line for being a loyal customer. The salesman spoke highly of a more expensive smart tv than The tv I selected. I was told I would get 12 months free financing and 10 percent off my purchase as the mail ad represented. When I got home I found the TV would not turn on after plugging in the tv. I was told to call a Conns service repairman to come out and see if the TV could be repaired? I was told I could not return the TV unless I agreed to pay interest and a restocking fee. I fought for 3 weeks,finally corporate said they would exchange the TV. I did not want to purchase the same TV Brand. Corporate gave me a gift card for $100 for my time and trouble. I was instructed by corporate to pick out another tv of my choice and they would have a store mgr deliver it from their San Antonio warehouse. Same financing and terms applied. I picked a tv that was slightly more $ but felt good with the 10 percent off ,12-months free financing and $100 gift card. However, I was sold a tv out of the box from a local store, it was dropped off with a neighbor , the store mgr called explaining he could not wait to deliver at the scheduled time. It took me a week to figure out how to put the stand on the tv to support the tv to plug in. The tv needs an update which I have yet to figure out.I received a copy of the contract in the mail that did not reflect the 10 percent off and the gift card was shown as a down payment .The interest rate was changed from 20 percent to 22.9 if I failed to pay as agreed. The total amount owed was incorrect. the tax, the exchange amount,etc. I called to report this to corporate who assured me it would be corrected. This is still not correct. I have paid the full amount for the TV plus $9 dollars to ensure I did not owe financing. I have received 20 plus calls a day stating I owe $300, $226,$148, different amounts each call, new terms,interest etc. I was instructed to fax a copy of my contract and payments made corporate. I have not heard from corporate and continue to receive robo calls. I have been transferred from one collector to the next 4x -same story. I was told I will not get to speak w corp as they are not avail and what they have on their screen is what I owe. ?This is an injustice to Texas consumers rights. Dishonest sales mgrs. Deceptive trade/ sales practice. Harassing robo calls, defective used products. Misleading and false advertising. Conns has threatened to ruin my credit if I don't agree to their blackmail. I am happy to take this to the attorney generals desk for his support.- This was my 4 th TV purchased from Conns. I have referred family and friends. No more. Lesson learned. How can a company do this to good paying repeated customers?Desired Settlement: Paid in full stamped on my account . Stop the collection calls and repair damage done to my credit with GE, ASAP !

Business

Response:

Thank you for the opportunity to

respond to Mrs. [redacted] concerns regarding her account. Mrs. [redacted] stated she purchased a 55” T.V

and was supposed to receive 10% off and her account should be paid in full.

According to our records, Mrs.

[redacted] signed a 13 month retail installment contract. That contract included a 12-month no-interest

financing promotion. Mrs. [redacted] television

did not qualify for the 10% discount because the television was already on

sale. The original price of the television

was $2499.99. Mrs. [redacted] purchased the television

for $1699.99. The 10% offer excludes

sale items and is only valid on our regular everyday low prices.

Mrs. [redacted] invoice total was

$1740.24, due at the end of the 12-month no-interest financing promotion. Mrs. [redacted] paid a total of $1514.90. This left an invoice shortage of

$225.34.

As of August 5, 2014 the current

payoff amount on the account is $459.47.

This includes a past due amount of $304.98. Please note, the payoff amount updates

daily. If Mrs. [redacted] would like to pay

the account balance in full, we request she call the day she plans to submit

the payment for an up-to-date payoff quote.

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,

My original purchase was for $1400 the tv was defective and would not turn on Conns refused a full refund and gsve me the option to exchange for another TV. This TV was not on sale but was higher than competitors, not only would they not price match and offer 10 percent off now they lie about the price and contract terms and the amount which I have paid for the tv to date. They offered 10 percent off and 12 months free financing. My contract was not typed in the store but mailed to me. I have sent conns copies and bank statements as this was paid from checking account. Conns is flat out deceptive and continue with this practice with Revdex.com and attorney general. Conns opened a line of credit with GE bank without my consent. I have confirmed this with GE bank. I plan to turn Conns over for credit fraud!I have have paid 3 tv off from Conns dating back 2008, paid in full. My paperwork and credit history will provide plenty of paper trail to prove Conns has full knowledge of their deceptive business practices. I have 2 witnesses to these transactions. Conns owes me over $193 to date. If this is not resolved I will ask for damages and attorneys fees as well. I do not owe Conns any $ money. They are trying to collect for commission and restocking fees. Conns cannot possibly get their story straight they don't have the paperwork that I have. I received a forged invoice from their collections dept. Clearly not my signature. The totals do not add up on their fake invoice. Very unprofessional. Conns are Crooks!

Business

Response:

Thank you for the additional

opportunity to respond to Mrs. [redacted] concerns regarding her account. Mrs. [redacted]i stated according to her records,

she has paid her account in full, but we are still showing an outstanding

balance. She also stated she chose a TV

that was slightly more expensive, but felt good about her choice.

According to our records, on June

24, 2013, Mrs. [redacted]i’s original signed retail installment contract totaled

$1461.35. This amount included $1299.99

for a 55” TV, $49.99 for a power center, and $111.37 for applicable sales tax. This

contract created account #[redacted]

On July 29, 2013, Mrs. [redacted]i

exchanged the $1299.99 TV and upgraded to a TV that cost $1699.99. The amount financed on the second signed

retail installment contract totaled $1840.24.

This amount included $1699.99 for a 55” TV, $49.99 for the power center,

and $140.25 for applicable sales tax.

Mrs. [redacted]i applied a $100.00 credit to the account which brought the

amount financed to $1740.24. This

contract closed account #[redacted] and created account #[redacted]

The invoice total of $1740.24 qualified

for our 12-month no-interest financing promotion; however, the balance was to

be paid in full by July 29, 2014 to avoid assessing interest charges. Mrs. [redacted]i paid a total of $1514.90 which

left an invoice shortage of $225.34.

This amount was not paid in full by July 29, 2014 therefore Mrs. [redacted]i forfeited

the 12-month no-interest financing promotion.

Mrs. [redacted]i was not charged a

restocking fee to exchange the first television. The first account was closed when the second

account was created. We have attached a

copy of the second contract signed by Mrs. [redacted]i, accepting the terms and

conditions of the contract.

As of August 22, 2014 the payoff

amount due on the account is $464.47.

This amount includes a past due balance of $309.98. Please note, the payoff balance updates

daily. If Mrs. [redacted]i would like to pay

the balance in full, we request she contact us the day she plans to submit the

payment for an up-to-date payoff quote.

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 a [redacted] 4k curved 55" TV from the Conns in [redacted] in early March 2015, the customer service and store manager were excellent. I was approved for Conn's credit and payments were set up to start on the 17th of every month beginning on April 17, 2015. Since this purchase the week of April 13, 2015 I have received back to back phone calls from the corporate office in [redacted] from a phone number of [redacted] demanding payment of the merchandise and telling me that I need to make a payment now and how am I going to make the payment? They have called me back to back literally 4 times on April 13, 4 times on April 14, and again 4 times on April 15. The payment is not due until the 17th and this is my first payment therefore the payment is not yet late nor has it been missed. Every time I tell them to stop calling me they do. They told me that if I don't pay then they'll just send it over to collection. I argue with them that the payment isn't even due yet and they haven't even applied the credit for proof of renters insurance that I faxed in THREE times over a month ago. On the morning of April 16, 2015 I contacted the corporate office to make light of the situation again because I am sick and tired of receiving their threatening phone calls for payment when the payment isn't due yet or even late. I was rudely spoken to my a customer service agent who told me that after I gave her my phone number that she can't find it and that maybe I need to learn my own phone number. She was very rude and condescending yet was able to confirm my full name and total amount so she was lying that she couldn't find my phone number and able to pull up my account. This woman told me that I need to pay NOW and the calls will not stop. I demanded a supervisor and she told me "well she's not here so you have to deal with me" puts me on hold for over 10 minutes and then disconnects the call. I called back again and got a gentlemen who was also rude, this time able to verify my phone number, I requested a supervisor and he hung up on me. I called again, got yet another rep and same thing asked for a supervisor and they hung up on me again. The fourth time I contacted the corporate office and some very rude lady answered and talked over me the entire time not listening to what I was calling about and told me that I had to speak to an admin who was not in and that she couldn't do anything and that this is just the way that it is and I have to deal with it. This business practice is RIDICULOUS! I do not need to be treated like a child and hand held to make a payment nor receive 12 phone calls in week for a payment when it's not even due until the 17th of the month and it being my first payment I am appalled at the customer service received from when they call or I call in. These people do not care and treat me like I'm a criminal who is not going to pay or I am trying to rip them off when the payment isn't due. The HARASS ME day in and day out. I do not want to do business with a company that is going to treat customers this way, especially being a new customer and not having made the first payment yet because it wasn't due. I mentioned to them I will return the TV that I purchased if this keeps up and they don't seem to care. I WILL NOT BE TREATED THIS WAY.Desired Settlement: This incident and incompetent and rude behavior is ridiculous. I am demanding to be contacted by someone from Corporate and I am demanding a credit on my account for this harassment for HALF the amount of the purchase. My Credit account # is [redacted]. If you want to continue to receive my business then I am requesting this because I shouldn't have to be harassed as a new customer who yet hasn't had to make a payment for a payment. I am seeking $1081.50 be applied to my credit account as a courtesy for the rude business practices and continuous harassment that Conn's has indicated on their own for collection of payment that isn't even due and for first payment that wasn't even due until the 17th of the month and for the disgusting display of customer service when calling in to settle it with corporate. I will not continue to do business with a company who treats their customers this way. If this credit is not applied and an APOLOGY is not made from this company I will seek legal action regarding the business practices under the FCRA.

Business

Response:

Thank you for

the opportunity to respond to [redacted] concerns regarding account #[redacted] stated he has received

collection calls on his account before the payment was due.

According to

our records, [redacted] signed a 32-month retail installment contract on

March 6, 2015. His first payment was due

on April 17, 2015. We placed a courtesy

call to [redacted] on April 14, 2015.

At that time [redacted] called back and requested that he does not

receive courtesy calls on his new account.

On April 15,

2015 a cease and desist was placed on the telephone numbers provided by [redacted]. It typically takes up to 24

hours for a cease and desist to process and remove the telephone numbers from

the system. According to account notes,

[redacted] has not received any additional calls since the cease and

desist was placed on his account.

We value [redacted] as a customer and appreciate him bringing his concerns to our

attention. Thank you,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. This information they are providing is FALSE. They have contacted me several times (more than once) between 04-13, 04-14 and 04-15 and I have the phone records to prove it that they have called me from a [redacted] area code.

Review: We purchased a refrigerator with a small dent on the side that would not be visible when installed. We paid the delivery fee to Conns Home Plus. They were to deliver our refrigerator to our home 1week later. When the delivery men showed up they had damaged the front doors of our refrigerator. Conns refused to fix or replace the refrigerator. The basically said oops they damaged your item sorry about your luck. Deal is off. I would expect a company this large to hold the delivery crew responsible. They offered to reduce the price of the damaged fridge howevere the damage was extensive no one wants to pay thousands of dollars for refrigerator with scratched up doors. We also purchased the extended warrantyDesired Settlement: Conns should have made delivery drivers responsible for fixing or replaced refrigerator

Business

Response:

Thank you for the opportunity to respond to [redacted]

complaint. Our records show on 2/08/15, [redacted] purchased a

[redacted] door refrigerator with a (24-month Repair Service

Agreement). [redacted]’s signed invoice indicates at the time of purchase

she acknowledged the refrigerator purchased was a floor model and sold as is at

a discounted price; the retail price of [redacted]’s refrigerator is $5,999.97

she purchased it at $3,399.99.

After researching [redacted]’s complaint we found at the time of

delivery [redacted] refused the refrigerator; stating the refrigerator was

damaged and not in the condition or met her expectations. The

refrigerator was returned and a full credit of $4,070.70 was submitted to close

[redacted]’s account at a zero balance.

[redacted] contacted our Customer Service Department on 2/16/15; [redacted] expressed her dissatisfaction and her request was to

purchase a new refrigerator at the same discounted price. [redacted] was

informed she would have to pay the regular retail price to receive a new

refrigerator. [redacted] declined the offer. Therefore, we are

unable to honor her request.

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

service at [redacted]

.

Kind regards,

Thank you,

Consumer

Response:

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

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

Regards,

I do not feel like Conn's addressed my situation their subcontracted delivery people were the ones responsible for the additional damage to my refrigerator that I purchased. Conn's accepted no responsibility for the safe delivery of my purchase which I paid them for. I received no compensation for the further damage to my item. Only sorry about your luck. The representative made no mention of this additional damage to my purchase in the response. They try to make it sound like it is my fault and they had no responsibility in safely delivering my purchase. I do not accept the response. This is poor Customer Service.

Consumer

Response:

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

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

Regards,

I do not feel like Conn's addressed my situation their subcontracted delivery people were the ones responsible for the additional damage to my refrigerator that I purchased. Conn's accepted no responsibility for the safe delivery of my purchase which I paid them for. I received no compensation for the further damage to my item. Only sorry about your luck. The representative made no mention of this additional damage to my purchase in the response. They try to make it sound like it is my fault and they had no responsibility in safely delivering my purchase. I do not accept the response. This is poor Customer Service.

Consumer

Response:

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

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

Regards,

I do not feel like Conn's addressed my situation their subcontracted delivery people were the ones responsible for the additional damage to my refrigerator that I purchased. Conn's accepted no responsibility for the safe delivery of my purchase which I paid them for. I received no compensation for the further damage to my item. Only sorry about your luck. The representative made no mention of this additional damage to my purchase in the response. They try to make it sound like it is my fault and they had no responsibility in safely delivering my purchase. I do not accept the response. This is poor Customer Service.

Consumer

Response:

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

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

Regards,

I do not feel like Conn's addressed my situation their subcontracted delivery people were the ones responsible for the additional damage to my refrigerator that I purchased. Conn's accepted no responsibility for the safe delivery of my purchase which I paid them for. I received no compensation for the further damage to my item. Only sorry about your luck. The representative made no mention of this additional damage to my purchase in the response. They try to make it sound like it is my fault and they had no responsibility in safely delivering my purchase. I do not accept the response. This is poor Customer Service.

Consumer

Response:

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

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

Regards,

I do not feel like Conn's addressed my situation their subcontracted delivery people were the ones responsible for the additional damage to my refrigerator that I purchased. Conn's accepted no responsibility for the safe delivery of my purchase which I paid them for. I received no compensation for the further damage to my item. Only sorry about your luck. The representative made no mention of this additional damage to my purchase in the response. They try to make it sound like it is my fault and they had no responsibility in safely delivering my purchase. I do not accept the response. This is poor Customer Service.

Business

Response:

Thank you for the opportunity to respond to [redacted]’s additional comments. As mentioned in our previous response, [redacted] purchased a floor model refrigerator retailed at $5999.97 for a discount price of $3399.99. Upon delivery, [redacted] refused delivery stating the refrigerator was not in the same condition as inside the store. We were unable to locate another floor model refrigerator that was available at the discounted price offered however; the unit was still available to purchase as a new factory sealed item at the regular retail price of $5999.97. [redacted] was advised that we are unable to offer her a new factory sealed refrigerator for the same price as the floor she originally selected. Although we are unable to offer [redacted] a new refrigerator for the same price as the floor model, Conn’s is willing to send [redacted] a $100.00 gift card to be used towards the purchase of another refrigerator. We sincerely apologize for any inconvenience [redacted] experience during this process. Kind regards, [redacted]

Business

Response:

Thank you for the opportunity to respond to [redacted]’s additional comments. As mentioned in our previous response, [redacted] purchased a floor model refrigerator retailed at $5999.97 for a discount price of $3399.99. Upon delivery, [redacted] refused delivery stating the refrigerator was not in the same condition as inside the store. We were unable to locate another floor model refrigerator that was available at the discounted price offered however; the unit was still available to purchase as a new factory sealed item at the regular retail price of $5999.97. [redacted] was advised that we are unable to offer her a new factory sealed refrigerator for the same price as the floor she originally selected. Although we are unable to offer [redacted] a new refrigerator for the same price as the floor model, Conn’s is willing to send [redacted] a $100.00 gift card to be used towards the purchase of another refrigerator. We sincerely apologize for any inconvenience [redacted] experience during this process. Kind regards, [redacted]

Consumer

Response:

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

[Provide details of why you are not satisfied with this resolution.] I do not remember anyone trying to locate another floor model to replace the one they damaged. They did have another one at the store and that was never offered. I would not want a gift card for the store as compensation for the damage to the refrigerator I purchased I would prefer that they repaired the damage to the doors and delivered my purchase intact as I bought it.

Regards,

Review: I purchased a complete Sofa Set from Conn's in July 2013. I am currently signed up to pay the furniture out in a year to avoid finance charges. I am current with my payments and I have been a loyal customer with Conn's since 1984. After my recent purchase I noticed that all 3 pieces (sofa, loveseat and recliner) was leaning. I contacted Conn's and someone was sent out to make repairs after a couple of times having to get someone out to make repairs I contacted the corporate office and informed them of my issues with the furniture and how it had been brought to my home defective and repairs had been made a couple of times. I also explained to them that I felt as though it was unfair of them not to just replace the furniture. The lady I spoke with told me that they were not going to do anything but make repairs, when I asked her to just have the furniture picked up, she told me they didn't want it. I then asked her if I stop making my payment would they pick it up and she told me, "no, we don't want it, you bought it, it's yours. I told her again that is was brought to me defective and she said again, "Ms. [redacted] that is your furniture, we don't want it and all we will do is make repairs. I asked her if I was speaking to the corporate office and she said, Yes. I then asked her if this was the highest I could go to turn in and complaint since she refused to help me and she said yes, is that all, I said yes it is and she told me to have and nice day and thanks for calling Conn's. I was devastated after that. I currently have still been making my payments the repairs have been made to my furniture 4 times and I currently have to large boxes in my hallway with parts for more repairs. The repairs being made are on the same parts, they just keep reordering them. I will be calling their service department in the morning to make another appointment for them to come out and make the same repairs. I don't understand how they can get away with selling defective furniture and expect us to pay for it.Desired Settlement: I would like the furniture picked up and issued a refund.

Business

Response:

Thank

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

7/2/13, Mrs. [redacted] purchased the Corinthian Red River furniture set which

consists of 3 pieces (sofa, loveseat, and recliner) with a limited 1-year

manufacturer’s warranty and received a free 46” Haier TV with her purchase. On

10/9/13, Mrs. [redacted] contacted us stating the sofa and loveseat was leaning to

the side. A service call was scheduled for 10/16/13; upon inspection the

technician found the back frames leaning to one side on both units due to unit

not installed properly. The technician removed back frames to adjust brackets, leveled,

and stabilized the sofa and loveseat. On 10/17/13, Mrs. [redacted] contacted service

regarding her recliner, stating the unit had a gap and the stitching was not

stitched correctly. A service call scheduled for 10/26/13 for the recliner

however; on 10/25/13, Mrs. [redacted] contacted service again stating her loveseat

and sofa was leaning to the side but was educated a separate service order

would need to be scheduled for both units. On 10/26/13, the technician found

the left arm frame on the recliner was broken and the unit was bent where the

back frame connects and parts needed to be ordered for repairs. A service calls

was scheduled for the loveseat and sofa on 11/2/13; upon inspection the

technician found the loveseat and sofa seat cushions top stitching was not

straight and the middle console did not align with the recliner and parts

needed to be ordered. On 12/3/13, the technician completed all service orders.

On the recliner, the technician re-braced the left arm frame with wood glue,

wood screws, brad staples, and wood braces and also replaced the damaged frame

with new parts in order for the recliner to open and close properly. On the

sofa and loveseat, the technician replaced the arm and middle console cover.

Mrs. [redacted] contacted us on 12/9/13 regarding her recliner, sofa and loveseat;

stating the recliner has and gap and the loveseat and sofa is leaning; a

service call was scheduled upon inspection technician found parts needed to be

ordered however; Mrs. [redacted] did not want to continue with repairs therefore her

service order was cancelled. On 1/25/14, Mrs. [redacted] contacted us stating her

sofa and loveseat was leaning and the handle to recline was not working. Parts

were ordered and on 2/8/14; the technician installed new a mechanism. Mrs. [redacted]

contacted us again 2/18/14 stating the back to the recliner and sofa was

leaning; parts were ordered and installed on 4/5/14 successfully and the sofa

and recliner was repaired. We attempted

to contact Mrs. [redacted] on 4/7/14 to discuss her complaint, but we were

unsuccessful in our attempt. At this

time, Mrs. [redacted]’s furniture does not meet the qualifications for an exchange; if

Mrs. [redacted] continues to have an issue with her furniture, she may contact

Service at 1-855-266-6349.

If

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

Kind regards,

Kathryn James

Customer Relations

Business

Response:

Our

records show on 7/2/13, Mrs. [redacted] purchased the Corinthian Red River furniture

set which consists of 3 pieces (sofa, loveseat, and recliner) with a limited

1-year manufacturer’s warranty and received a free 46” Haier TV with her

purchase. We contacted Mrs. [redacted] and

offered an exchange as a goodwill gesture; Mrs. [redacted] reselected a furniture set

of lesser value however the furniture set did not qualify for the free

television. We have reviewed Mrs. [redacted]’s

invoice and found her credit amount was for $2299.97. The furniture she selected was $1599.98 and

the retail value of the television was $499.97.

Conn’s willing to credit Mrs. [redacted]’s account $216.50, which is the difference plus tax.

If I may be of

further assistance, Mrs. [redacted] may contact me at 1-800-280-1514 ext 3277.

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 have a credit account at Conn's. I was twice sent letters, one thru the USPS and the other thru email that my credit limit had been increased. When I went to the store to use my credit increase, I was told I had to reapply for credit all over again. Then I was told I couldn't be approved unless I added my spouse to my account. According to the letters I received I was already approved. To miss this is completely false advertising.Desired Settlement: I want the credit limit extended as offered or I want Conn's cited for false advertisements.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 3/22/14,

Mrs. [redacted] went into a Conn’s location after receiving a promotional offer to

extend her credit limit. Mrs. [redacted] was

advised she would need to reapply for credit to determine her available credit

increase. As listed on the promotional offer Mrs. [redacted] received; this offer is

subject to a credit approval. During the

approval process, Mrs. [redacted] was asked if she had any additional income to

report on her credit application and she elected to add her spouse’s income for

consideration, however she did not want to provide any additional information

that was requested.

After further consideration Conn’s has agreed to extend Mrs.

[redacted]’s credit application. Our records show Mrs. [redacted]’s credit application

was approved for a 12-month cash option and she made her purchase on 3/29/14.

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

Service at [redacted]

Kind regards,

Customer Relations

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 will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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.

Review: Purchased a washer from Conn's in November 2010. Washer started having problems in 2013-which took 6 visits from 5 technicians before the problem was resolved. I'm now having issues with the same machine. Called for service on September 15 . A technician came out on Tuesday Sept 16 to "look at" the machine. However, only turned the machine on, but did not start or run it or take the panel off to look at it as previous techs had done. According to the tech though, because of the previous problems in 2013, he was going to submit an order to the corporate office for a replacement. A week later I called him to check the status of the order and was informed that someone would be contacting me on the following Monday Sept 22nd . As it was getting late in the day on Monday and no contact I called the help desk and was asked for the ticket number that the tech should have given me and did not-and told there was also no ticket number in the system so therefore no request could have been submitted. The help desk person who answered the phone said that he would put in a ticket that day and submit the replacement request himself. I also tried to reach the tech and could not as his voicemail box was always full. On Wednesday I phoned their service department who then informed me that parts had been ordered on Friday September 19th (not a replacement) and that the part would be in on Sept 29th. I asked why parts were ordered when a ticket was submitted requesting a replacement and was told to call the help desk. The help desk/corp office could not provide an answer and I asked to speak with a manager with whom I left a voicemail but have not received a return call. After speaking with the service desk again today, I was told that the replacement request was denied because they have not been out at least 3 times in 1 year (which should have triggered a replacement in 2013) and that the part will still probably not be until Sept 29th and then I will have to wait until they can schedule a day for someone to come out to make the repair. Which means I will have been without a washer for 2 weeks and lugging my wash back and forth to the laundrymat --once again. The whole story doesn't add up to me: ordering a part when no one has actually run the washer to see what it's doing and then 2 weeks to get the part in--which it states clearly on their flyer that most parts are usually received within 48-72 hrs??? I've had nothing but problems with this entity, poor customer service, shoddy repair work, dishonest answers, continuously passed from department to department, lack of management response, the list goes on.Desired Settlement: That they will learn honor what they say their going to do, follow up with their customers to let them know what's going on with their repairs, and more importantly be honest with their customers.

Business

Response:

Thank you

for the opportunity to respond to [redacted]’s complaint. Our records show on 11/10/10,

[redacted] purchased a ** washer with a 48-month Repair Service Agreement Plan

and received delivery in good order on 11/14/10. We received [redacted]

complaint and found she contacted our service department on several occasion

dated from 2/17/12 to 9/15/14 regarding her washer.

·

On

2/17/12 [redacted] contacted us stating the lid on the washer makes a popping

noise on the right side when you lift the lid. The technician replaced the

bracket, top cover, and ASM valve; unit tested ok

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: I have purchased a zero gravity massage chair for me and my [redacted]. I have only paid one payment and the chair left me stuck in zero gravity. I almost wasn't able to get out of the chair. I called customer service and they told me someone would contact me. After 3 days went by no one contacted me. When I called back and again they said someone would call me. Finally that evening someone did call back. They told me it would be three weeks before someone could come out. Then today talk to someone at the help desk and they told me when the tech comes out if they have order parts that could be another 30 days. If this how you treat long time customers and endanger me or my [redacted] who has [redacted] this will be the final time I ever spend money at conns and make sure my friends and family don't shop there. I know about customer service I have been a OPS Manager for a billion dollar world wide company for [redacted]. If we treated our customer like this we would be out of business.Plus the reset button wouldn't work so my question is what if the chair had been squeezing my [redacted]'s leg and broke. What then? The Tech finally came out and said there was nothing he could do to fix the chair after 3 weeks of wait.Then I be getting the run around with customer service. They hung on me 4 times today.Desired Settlement: First off I have spent 1000's of dollars at Conn's. Second the service was slow and unorganized. Me and my [redacted] spent hours waiting for them to get the paperwork complete. Third I bought this chair because my [redacted] has [redacted] not for pleasure. My question is what if the chair would of hurt one of us. I don't believe Conn's is taking this very seriously. I will not pay for chair that doesn't work. I dont want another chair and this one need to be picked up and our $200 payment needs to credited

Business

Response:

Thank

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

show on [redacted],

[redacted] purchased a [redacted] base massage recliner and a [redacted] backrest

massage recliner with a 48-month Furnituregard Plan on both recliners.

[redacted] elected to have his chairs delivered; [redacted] was scheduled for

delivery and received his recliners on [redacted] in good order.

[redacted] contacted our service department on [redacted] regarding both recliners; stating

the recliners were frozen/stuck up in zero gravity. After reviewing [redacted]’ service history we found we failed to provide [redacted] the

information needed to contact the manufacturer directly. Therefore,

Conn’s agreed to exchange his recliner; [redacted]’ exchange was approved on [redacted].

[redacted] was given a credit of $[redacted] to exchange both of his

recliners. We attempted to contact [redacted] regarding his approval,

but we were unsuccessful in our attempt. [redacted] may visit his

nearest Conn’s store to initiate his exchange. We sincerely apologize to

[redacted] for the experience and any inconvenience that has been caused as a

result of delay.

If

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

First the chair was not delivered on the date you stated because we are in a rural area , it was delivered the following [redacted]. We didn't move into our home until [redacted] weekend. After I got stuck in the chair for 20 minutes or more the service dept. was contacted, We waited almost 3 weeks for the service man to come out. The service man told us that he could not service the chair. After dozens of phone calls my [redacted] was told to contact the manufacturer about the chair because Conn's was not authorized to repair the chair. We purchased an extended warranty on the product, so how can you sell an extended warranty on a product you are not authorized to work on? That questioned has yet to be answered by anyone, my [redacted] was told that Conn's would credit the warranty back to the account. My [redacted] called the manufacturer only to be told that they normally just reimburse Conn's for the service and send them any parts needed to repair the chair. WE were told by the sales person at Conn's the chair had a year manufacturers warranty so it would be best to purchase the extended warranty on the chair. The manufacturer asked my [redacted] if we purchased an extended warranty ,and if so we would have to go through Conn's for the repair. So we have gotten the run around through this whole ordeal, with no resolve. We told Conn's service dept. when we called that we did not want the chair repaired or exchanged and we were told we had to wait for the service man to come out and look at the chair first before that decision could be made. My [redacted] and I both feel the chair is dangerous and don't want it exchange or repaired. I was stuck in this chair for more that 20 minutes and unable to get out of it, my [redacted] had to assist me to get out, it was a very scary experience. WE have asked for the account to be closed out and the one payment that we made on the chair to be credited to our other account, and the chair to be picked up after all of that is resolved. We have yet to get any help to have this resolved so we have contacted our attorney in this matter. Our attorney is [redacted] with the [redacted] , you may contact him directly at [redacted]

Regards,

Review: I purchased 4 major appliances from Conn's in mid October. I paid for a dishwasher installation which they were unable to do, due to the fact they didn't have the correct install kit for the dishwasher. I then had to pay a plumber to install it for me. I have been requesting my $119.99 plus tax refund for almost two months, have talked to about 15 people about it. Once I was told a check had been issued, it hasn't. I went to the store to get a refund put back on my back card, they couldn't do it, because of some technical thing with the warehouse. I am tired of dealing with these people. I wait for someone to call me back and they never do, they have repeatedly ignored my request. Their customer satisfaction is a joke.Desired Settlement: I would like a check mailed in the amount of $119.99 plus tax mailed to[redacted]

Business

Response:

Review: My credit report shows that there was account opened under my SSN for Conn's in Jan 2009 and closed with LATE PAYMENT in [redacted] I have never opened ANY ACCOUNT WITH Conn's, NOR bought anything from this place. I tried to reach them to resolve this since it has affected my credit score but the company is now making fun of my situation and do not resolve the problem and it is hurting my credit score. It was not on my report until 2012! I called them and they said it is removed and you are cleared. It showed up again in 2014, same account into on my credit report and now they are not doing anything. This is very serious situation for middle income family as mine and I would like BB to step in and help me resolve this. Thank you.Desired Settlement: I want them to fix this fraud "Secured Loan" and remove it completely from my credit report and fix my credit with all three major credit bureau. This is totally unacceptable that company reps making fun of my situation and never put their manager on line to discuss the matter and I have to suffer with mental stress and financial loss due to low credit score. Please help resolve this problem. Thank you.

Business

Response:

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

concerns regarding a Conn’s accounts.

Mrs. [redacted] stated her credit report shows there was a

Conn’s account opened using her social security number in [redacted]

Conn’s has many data and privacy measures in place when

credit accounts are established.

We take the privacy and protection of our customers’

information very seriously.

We look forward to working with Mrs. [redacted] to resolve

this matter.

Our Fraud department has mailed Mrs. [redacted] a Fraud packet

and will reach out to her to obtain any further information regarding the

accounts. If Mrs.

[redacted] has any further questions she can contact our Fraud department direction

at ###-###-####.

Review: I purchased a washer and dryer with an extended warranty. The washer won't work and they will not come out to repair it. Even worse, customer service will not let me speak with a manager and nobody will return my callsDesired Settlement: Would like my washer fixed immediately or my warranty fees refunded back to me

Business

Response:

Review: In September of this year, 2014 we had our 80'' screen TV serviced using the provision of the warranty we purchased with Conns. While the Conn's technician was servicing our TV, he broke a piece off the main board. When we reported the issue to Conns, I was ignored at first, but after persistent calling, the cooperarate office notified me that the part on the TV was no longer available and we would have to use our warranty to replace the TV, even though it was not our fault. We could not replace our TV with the credit given, due to the fact it is no longer in stock and so we had to choose a more expensive model, which was smaller, and we had to pay the difference plus the price of a new warranty. They took our TV when they delivered the new one and now we have to pay 1,244.86 for Conn's negligence! I have tried to speak to the head of the department of customer service but my requests were denied. This isn't fair, and I firmly believe they should be responsible for the entire amount. This has cost us not only money, but time and mental anguish. After being loyal customers who have spent thousands of dollars in there store, this is how we were treated!Desired Settlement: We want Conn's to take responsibility for there technician's actions and credit the amount of 1,244.86

Business

Response:

Thank you for the opportunity to respond to [redacted]

complaint regarding a purchase under the name [redacted]. Our records

show on 2/14/12, [redacted] purchased a [redacted] 80” LED TV (with

a 49-month Repair Service Agreement). [redacted] elected to have his

television delivered; [redacted] signed acknowledging his television was

received in good order.

[redacted] contacted our Service Department on two separate occasions

regarding his television.

· On 9/08/14, we were contacted

regarding his television was not connecting to the WiFi and the volumes down on

its own. A service call was scheduled; after the inspection the service technician

ordered a main board and WiFi module.

The technician reported on 9/16/14, he replaced the main

board and WiFi module; tested the television and the unit tested ok.

· On 9/25/14, we were contacted by [redacted] stating the audio connector was broken. A service call was

scheduled; during the inspection the technician confirmed the audio connector

was broken from the main board. The service

technician attempted to order the parts; however the main board was no longer

available.

An exchange request was submitted under the Terms and Conditions

of the Repair Service Agreement on 10/18/14. [redacted] was issued a credit up to the original amount paid which was $4,499.99

due to the original television not being available. On 11/26/14, [redacted] elected model [redacted] which was $500.00 more than

the approved credit given and a 49-month Repair Service Agreement priced at

$649.99; [redacted] financed the difference of $1,244.86 with Conn’s Credit on

a 12-month Cash Option Term.

After researching [redacted] complaint we are unable to confirm

what happened to the audio connector however; we did confirm it was attached to

the main board that had been previously serviced. We spoke with [redacted] on 12/15/14,

regarding her concerns. We offered to

cancel the warranty on [redacted] new television and issue her a refund to

her account. Then transfer the warranty

from the [redacted] rejected the offer to ensure she had coverage until 2018. She requested a refund of the $500.00

difference that was paid toward her new television. Conn’s has agreed to honor her request; and the

credit has been processed and will post to [redacted] account within 3-5

business days.

Sincerely,

Review: I purchased (financed) a tv through conn's which was a 6 mths same as cash when the 6 mths was up I went back & purchased (financed) a [redacted] Queen adj. foundation for mattress we did our business upon signing the contracts I asked sales person to combine both contracts into one before agreeing to go through he assured us that it was combined before we signed. I received my new payment booklet and paid the amount agreed upon. After the 1st payment was made I started receiving phone calls saying I was late on payments that my stuff had never been combined I've gone into this store which is outta my way to resolve this issue once already and to stop there phone calls and to prevent my credit from going bad since but from the sales person or whomever screw up I'm still getting harassing phone calls 4&5 times daily . I agreed to pay. a total of $146.16 for both my tv and this. Now there saying there gonna have to take up more of my time to resove another issue which should have been done right the first time. Desired Settlement: I would like them to get it right so I can pay my bill like normal purchases should be and I would also like not to reiceve anymore calls from there computers or bill collectors because in all reality I paid on time the amt agreed to. And I would like to be reimbursed for the gas it took to get there.

Business

Response:

Review: I purchased a mattress in March 2013 and by September 2013 we were able to feel the springs. I called so it can be serviced and someone did come to check out the mattress. This was a company they use. When I received a call back from Conn's, they told me that the mattress did no meet the criteria for it to be serviced, that the damaged area had to be an inch and a half and the damage of the mattress was only one inch. Also they said to call back in 3 months again to be able to submit another service request and see if it met the criteria then. So called again in March 2014, by this time the springs are literally felt all over the mattress not just one area. Someone came to check it out and when I got the call from conn's, this time they said that because my mattress had one stain that it voided the warranty. I did go through my papers that I got the day of purchase, no where in those papers stated that if the mattress has a stain the warranty will be voided. Also when I expressed my concerns to the different people I spoke with, everyone said "unfortunately we cannot service it due to the stain". I asked to talk to management, I submitted a complain through them, I asked for repair of mattress so many times not replacement, and yet nothing! I also asked why this problem can't be fixed if I had purchased extended warranty and insurance, and I would get the same answer that due to the stain it voided the warranty. I told them that we were paying too much money for this to not be repaired. I am so frustrated that I even told them to pick up the mattress and take it back because I wasn't going to pay for something that wasn't worth the money and I was not paying them until this is fixed and still aren't willing to help me. It makes no sense to me why one of the customer service agents even said that I can remove the stain and then call them back after to submit another claim for service, I mean I wouldn't be calling them to repair the mattress due to a stain. The problem is the springs not a stain.Desired Settlement: All I want is for them to repair this mattress if it cannot be replaced. And if they aren't going to service it, well they can take it back and refund what we have paid which has been over $2,000.00. We did buy some couches and theatre system along with this, we are willing to still pay for those items just not for the bed if they aren't going to do anything about it. We can definitely go to Someone else who is willing to service us the right way.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 3/10/13, Mrs. [redacted] purchased a Serta iSeries mattress, a Serta iSeries box spring both items with a limited manufacturer warranty, a bed frame, Belmont furniture set with a limited 1-year manufacturer warranty, Bose home theater system with a 36-month Repair Service Agreement. Mrs. [redacted] received a free Kindle Fire with her purchase and selected to have her items delivered making her purchase total $4773.75. Our records show on 9/11/13, Mrs. [redacted] contacted us regarding her mattress; stating the mattress was sinking in after the spring made a popping noise. A service call was scheduled on 9/26/13; upon the inspection the technician no damage, no depression, and the mattress was up to the manufacturer specifications. On 2/12/14, Mrs. [redacted] contacted us stating the she could feel the springs through the mattress. Our records show we attempted to contact Mrs. [redacted] on 2/13/14,2/14/14, and 2/15/14; due to no response this work order was cancelled. On 2/19/14, Mrs. [redacted]’s work order was reopened. On2/20/14, Mrs. [redacted] was contacted and informed she was scheduled for service on 3/05/14. On 3/05/14, during the inspection the technician found the mattress was not contouring, the right side front bowed inwards and you can feel the internal springs from the inside when pressing down on the right side front and middle region, and the mattress was stained. On 3/11/14, Mrs. [redacted] was informed that since the mattress was displaying signs of stains and her manufacturer warranty would not cover it; per the manufacturer: Stains, soiling, fluid penetration or other signs of abuse may void the warranty and make your bedding ineligible for repair or replacement. Therefore, we are unable to honor Mrs. [redacted]’s request for repair or replacement. A copy of the manufacturer warranty information has been included in our response and has been mailed to Mrs. [redacted] for her records.

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

Kind regards,

Customer Relations

Review: A recent review of my credit report reveals that Conn's has placed 2 items on my credit report. One of the items is valid and the other shows to be an auto loan. Conn's does not do auto financing. I have asked that they contact all 3 credit bureaus to have this item removed on several occasions to no avail. I spoke with a customer service rep in Conn's collection dept. and she promised me a call back in 3 days. That was 10 days ago. Conn's has also submitted both accounts (the valid one and the inaccurate one) to an outside collection agency. That too appears on my credit report. So it looks like I have 4 items on my report for the 2 accounts (the valid one and the inaccurate one).

I am requesting that Conn's contact all 3 credit bureaus and have the account that is showing as an auto loan removed. By doing so the outside collection agency that shows the same account will also be removed.Desired Settlement: I am requesting that Conn's contact all 3 credit bureaus and have the account that is showing as an auto loan removed. By doing so the outside collection agency that shows the same account will also be removed.

Business

Response:

Thank

you for the opportunity to respond to Mr. [redacted] concerns regarding his

accounts. Mr. [redacted] stated he has

incorrect information reporting on his credit from Conn’s.

Mr.

[redacted]’s accounts have been sold to [redacted]. If

Mr. [redacted] has any concerns regarding the accounts he may contact [redacted]

Thank you,

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.

Please review the fax number [redacted] sent over. There are too many numbers. I will fax it over if a good number is provided.

Regards,

Business

Response:

The fax number is [redacted]. I apologize for the inconvenience.

Thank you,

Business

Response:

Mr. [redacted] will receive a written response, mailed to the address we have on file within 30 business days of the investigation being completed.

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 pending them getting back to me within 30 days as promised.

Review: I have been told multiple stories from customer service agents about how to get my issue resolved, and each story I've later been told was a lie. My tv has not worked for over 6 months, and since I moved to Florida I have no way of bringing it into a store to redeem my warranty that covers everything including physical damage. I was told first to mail the tv, they would repair it and mail one back. Then I was told they would have someone from [redacted] repair it for me, but [redacted] won't repair it because the screen has a small crack, even though the crack isn't the cause of the problem. Then I was told to mail the tv back and they would take care of the rest of the contact because I have a warranty,and they were doing this for me as a favor. I asked for a supervisor to call me to confirm, and nobody ever did. So now I have people calling me every day about this, and after I explain my situation they tell me not to worry, and that everything will be taken care of. However it is never taken care of and now I'm stuck, and they are telling me my credit is going to get hit because of this.Desired Settlement: I just want it to be over with. I don't even want any kind of refund, I just want them to follow through with what they have told me. If nothing else just repair the tv like I was told and I will start paying for it again.

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,

Unfortunately I am unable to copy that page because

I'm on my phone, but I can answer the questions. The issue has been resolved as

far as I can tell. I just called and spoke with an agent who told me that my

account shows that it is paid in full and that a refund check will be issued to

me. Thank you.

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Description: APPLIANCES - MAJOR - DEALERS, GENERAL MERCHANDISE-RETAIL, TELEVISION & RADIO-DEALERS, APPLIANCES - SMALL - SERVICE & REPAIR

Address: 6125 University Dr NW Unit W, Huntsville, Alabama, United States, 35806-1757

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