Conns Appliance, Inc.

Review: TO WHOM THIS MAY CONCERNIN JULY 2011 I PURCHASED A DINING ROOM SET FROM CONN'S CLOSE TO $2.000. I M MAKING MONTHLY PAYMENTS OF $39.43 MY FINAL PAYMENT ON THIS SET WILL BE IN JULY 2014. IN LESS THEN 6MONTHS OF PURCHASE THE SEATS OF THE CHAIRS BEGAN TO CHIP,CONNS CAME AND CHANGE IT OUT THEN WEEKS LATER THE CHAIRS BEGAN TO CHIP AND I ASK FOR ANOTHER TABLE SET CONNS SAID THEY COULD NOT DO ANYTHING ABOUT IT.I TRIED SEVERAL TIMES IN SPEAKING TO OTHER REPS BUT WAS NOT SUCESSFULL.FOR THIS PAST NEW YEAR ONE OF THE BACK OF THE CHAIRS BROKE WITH MY NIEACE THAT WEIGHS 99POUNDS. I'M ALMOST FINISH PAYING FOR A DINING ROOM TABLE SET THAT IS FALLING APART. WITH MY HIGH BLOOD PRESSURE THIS IS STRESSING ME OUT WHO CAN HELP ME WITH THIS MATTER?[redacted]Desired Settlement: WOULD LIKE ANOTHER TABLE SET

Business

Response:

Review: I purchased a refrigerator and then they could not fixed it so they exchanged it and owed me $412.44 the sent a letter letting us know they were going to credit it to out account, now they will not do that and the customer service people will not let me talk to a higher up person to get this problem fixed.Desired Settlement: They owe me the money and they need to give it to me.

Business

Response:

Conn’s would

like to thank you for the opportunity to respond to [redacted] complaint. We have reviewed [redacted] complaint and found on 1[redacted]/14, a credit of $465.48 was applied to her account

as previously agreed. A copy of [redacted] general loan ledger has been included in our response for her

records. If we may be of further

assistance, [redacted] may contact us at [redacted]

Sincerely,

Customer Relations Officer

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: My Wife and I purchased a bed (amongst other things) from Conn's in July of 2014. Since then, we had problems with the bed collapsing due to the legs not supporting the bed properly. In October, the legs of our bed collapsed in a way that left the slats in the frame of the bed very much bowed. We immediately called Conn's because we knew of our warranty deal and wanted to have this repaired as soon as possible. I spoke to someone and they couldn't get a repairman to come look at the problem until a month later, that made us very nervous. We begged for an earlier time due to the severity of the bowing causing a very bad dip in the frame of the bed, but we were told that they could not arrange an earlier time. So when the repairman comes out to look at the bed, he takes pictures of it and says "conn's sent you guys the wrong size legs for this bed, that's why they gave out. We need to order some legs that are the correct size". The repair man went on to say that the legs would take 4-6 weeks to come in, he also says, "I wish they would just let me make them and come back to fix it before anything else happens". I told him that I was very concerned about the slats bowing, we don't have a sufficient bed to sleep in and my wife and I did not feel ok about things taking so long to be repaired, he apologizes and says he wishes he could do something about it. He gets the parts ordered as we continue to wait for an operating bed for my pregnant wife and I to sleep in. On december 12th, the bottom frame of the bed broke off and collapsed on one side making it really impossible to sleep in the bed because the legs weren't the right size and couldn't properly support the bed(the one's that hadn't fallen off already), we immediately call and tell Conn's about the bed collapsing and they say we need to make another order and it will take another month at least before someone could come out and LOOK at the bed to see what happened to it and what needs to be done. This was and is extremely inconvenient for us as we have not been able to sleep in our bed for 3-4 months. We spoke with someone on 12/13 who was very apologetic and seemed concerned after my wife told our story and she says, I'm going to look into having you guys delivered a new bed frame because that's just not right, I will get back with you in a few days with an update on your case. We did not hear back from her, my wife has called them numerous times, at one time we had gone weeks without receiving a phone call or a phone call being returned unless it was to pay a bill with Conn's. On December 24, the repair man was to come out to repair the bed, he came and took pictures again, the legs had come in but he never heard from Conn's to go ahead and fix what was wrong with the bed and we could not get any information on our claim, so he told us he would try to talk to Conn's and expedite the process. We kept calling them to figure things out, whenever we were fortunate enough to get someone on the line, they were limited in what information/help/assistance they could provide and would nicely transfer my wife to their supervisor or manager where the phone would hang up before anyone came to it. This has happened to my wife a significant number of times(being hung up on by Conn's) in her effort to find out information on our bed being repaired, she's never gotten a chance to speak to a supervisor/manager. So in our many strenuous and stressful attempts to contact Conn's and get some answers and updates on our claim, my wife receives the news on 1/27 that our service order was cancelled on 1/10 because Conn's says it's our fault that the bed is broken. Mind you, when my wife found this information out, it was because Conn's called her about us making a payment, not because they were ever going to call and tell us that information. This is a total miscarriage of integrity and initiative by Conn's. There are no words that express how poorly Conn's has handled this situation. My wife is 6 months pregnant with severe back problems and Crohn's disease (Has had the flu, strep throat and bronchitis in the past month) and we don't have a bed to sleep in. Yet, it is somehow our fault that the bed we purchased from Conn's was sent to us with the wrong size legs? Which, to me, insinuates insensitivity, poor consideration, poor costumer service, breach of agreement and a lack of integrity as a company.Desired Settlement: Repair the bed or replace the bed with a new one like it as promised before. $600 for the stress, continual lack of communication/consideration and 3-4 months without a bed to sleep in. At the very least, repair or replace.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show on 7/9/14, [redacted] purchased the [redacted] bedroom set which consisted of seven pieces (headboard, footboard, rails,

dresser, mirror and two night stands) all with a 1-year limited manufactures

warranty.

We show [redacted] contacted

our service department on 10/24/14 stating the bed rails were bending which is

causing the mattress to sink in. A service appointment was scheduled; during

the inspection the serviceman found parts were needed to complete repairs.

Before all parts were received, [redacted] contacted us again stating the bed

collapsed on one side and the frame broke. [redacted] was scheduled to complete

repairs on 12/24/14; however upon arrival the serviceman found the newly

reported damages was beyond repair and would need to order the side rail to

complete repairs.

Our records show on 2/03/15,

the manufacture approved an exchange on [redacted]’s bed rails which was

delivered on 2/10/15. Conn’s has agreed to issue a $100.00 credit to [redacted] account due to the service delay. We sincerely apologize for any

inconvenience Mr. and [redacted] experienced as a result of delay.

If we may be of further assistance, [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. Sent: Monday, April 20, 2015 3:52 PM To: drteam Subject: Re: Complaint case-[redacted] Conn's has still displayed an array of poor customer service. Our bed is still in poor shape due to the lack of support. Conn's did not perceive to be this way in the beginning of our dealings with them. After making payment arrangements with Conn's in the month of January, we were told we did not have to make a payment to them until march because of the issues we were having with a bed. We started receiving calls to pay our bill shortly after that in the february and had to catch things back up in March. This issue is in an addition to the issues with our bed that still lingers to this day. The bigger issue is the fact that I responded to this thread initially and there's no receipt of me doing so. I understand that this is a somewhat different situation than the usual but I would love for it to be honored. I would like to just reopen the complaint to accept Conn's offer. Thanks.

Review: On [redacted] sales person [redacted] called me by phone approx. @ [redacted]. to tell me they had 50% off on furniture, for me to come on in. I did immediately come to the store and selected a [redacted] dish washer model [redacted] with a 48 mo. warranty, installation, power kit and a [redacted] TV Stand. All for a total of [redacted] was running around like a chicken with his head cut off trying to help me and others who were there to purchase items. When I selected the tv stand it was not damaged, [redacted] verified that himself and said they could wrap it up really good for delivery as well as the dishwasher. On [redacted] I called to find out when they would be delivering and it was to be delivered on [redacted]. I was not able to be present I am a police officer and could not get off my post for the delivery so my [redacted] was at home when they arrived on [redacted]. My [redacted] called me when delivery/installer was there and told me that they brought in the tv stand but it was half unwrapped,had scratches and a chunk of wood missing, the installer took pictures of the tv stand and said "it was like that when I picked it up from the store" and that the installer was talking about breaking the counter top or tile floor to get the dishwasher installed. I then spoke to the installer and he told me he would have to break the counter top or the tile, I asked him if he had tools. He responded by telling me they were not allowed to use tools to cut cabinet or tile. I then asked him, "well why are you allow to break them instead"? He said you are right I am not allowed. I then ordered him to take both items. When I got home, I saw the tv stand still at my house, with a chunk of wood missing at the bottom shelf. I immediately called [redacted] on the next day [redacted] and informed him of damage to the tv stand, of what had occurred with the dishwasher, and that I had sent everything back. [redacted] advised me to come in and sign some forms that needed to be signed, he told me to call warehouse and also to come in and speak to the manager about getting credit back for purchase. I advised him that I was not able to come in until [redacted]. Then after I spoke to [redacted] the salesman on [redacted], an installer by the name of [redacted] called me from telephone number [redacted] and advised me that he was on his way to deliver a dishwasher and install it. I advised [redacted] that an installer had already came by my house on [redacted] and could not install that dishwasher so I sent it back and that they failed to take damaged tv stand. I asked [redacted] what type of installation was he gonna do that the first installer couldn't do? [redacted] responded by saying, "oh I can install it". I asked are you sure? [redacted] answered "oh yes". I informed him that the other installer wanted to break my cabinet and tile. [redacted] assured me he could do the install. I informed him I could not be there so if he was sure he could that was great and that my [redacted] would be receiving him. [redacted] arrived at my house, pulled out my (working) dishwasher and half installed the new dishwasher. He told my [redacted] to tell me that I would have to get a carpenter to push it back into the wall and he would come back and finish the install. [redacted] also removed my dishwasher from my premises after telling him to take it to the back porch. My [redacted] called me after [redacted] left and said the dishwasher was installed but that [redacted] told her to tell me that I would have to get someone to come and take out the tile floor. When I arrived at [redacted]. that night I freaked out, the new dishwasher was sticking about 6 to 7 inches from the cabinet brackets were not screwed in when I pulled on the door the whole dishwasher comes out. I was not installed. Extremely poor work. The next day I called [redacted] at [redacted] and I advised him that what he did was not an installation and he should have taken the dishwasher back and the he was the one who stated he could install and brought back the dishwasher when I had already sent it back. [redacted] advised me to call his boss and I did call the delivery warehouse at [redacted] and speak to his Mgr. [redacted]. I did call and insisted that he speak to me but to date after several phone calls to date he still has not returned my calls. On [redacted] I went to store ** spoke to [redacted] the store mgr. who while I was there put in a help ticket for the warehouse to pick up the damaged tv stand. [redacted] told me I would have to get with the warehouse manager about the dishwasher due to it no longer being the responsibility of the store, but agreed that they needed to pick up the t v stand. [redacted] the installer was sent back to my house on [redacted] to finish the install I was present at the time and [redacted] agreed he could not install the dishwasher. I advised him that he should not have left it in the first place if he could not do the job. I told him everyone was giving me the run around and no one wants to take the fall for the damage tv stand or dishwasher. he apologized and then called the store manager in my presence and explained the situation and called the warehouse and advised them that he could not complete the install. He also advised me that he could not take the dishwasher or the tv stand and that I would have to speak to [redacted] the warehouse manager. Now I am stuck with a broken product and a uninstalled product. Not [redacted], warehouse manager, not corporate has even tried to assist me. Everyone says wait 72 hours, three help tickets have been created, two are #[redacted] and [redacted]. The first one was created by [redacted] the store manager, he did not give me that number. I finally called corporate on [redacted] they created help ticket [redacted] of which they told me to wait 72 hours no one contacted me and when I called on [redacted] they passed the buck and just transferred me to the warehouse. On [redacted] of the warehouse told me that [redacted] said for her to tell me to speak to store manager of ** and make another help ticket since store ** is shut down. I demanded to speak to [redacted] and [redacted] said will not come to the phone he will tell you the same thing. I demanded again to speak to [redacted] to date he refuses to speak to me. On [redacted]/** I then called store ** spoke to manager [redacted] at [redacted] told him my situation and agrees they should have not let the items there. He initiated ticket #[redacted] and told me to wait 72 hours, but that he promised to call me back in 48 hrs. Wasn't surprised store manager [redacted] did not call me back in 48 hours so I called him back several times on [redacted]. I finally spoke with him on [redacted] after several calls to him. He called the warehouse while I was on hold but did not get through after holding a long time. He called me back at [redacted] on [redacted] and promises to call me as soon as he speaks to the warehouse. It is now [redacted]. and have not heard back from [redacted] store manager of store **. I am so exhausted, have been treated unfairly, lied to, have been kept on hold each time for periods of 20 - 30 minutes just to hear he is not in or just to be transferred,or no resolution yet! I want justice. I feel that just because I am a woman this warehouse manager and installers think they can take advantage and that we don't know any better. Furthermore they took my working dishwasher off my property, without my permission. Also I have already received my payment book to Conn's/CCC acct #[redacted], which I feel I should not pay for damaged items and uninstalled items due to conns using unexperienced individuals as installers and delivery personnel! On [redacted]/** I contacted Conns Credit Dept at [redacted] and asked them to note my account about the dispute. Why should I be prosecuted! If not resolution is made than I will be taking Conns to small claims court. I am really tired of making phone calls with not resolution in sight.Desired Settlement: I want all my refund of $[redacted] dollars credited toward the Conn's/CCC account# [redacted] paid in full.

Business

Response:

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

complaint. Our records show on [redacted] purchased a [redacted]

dishwasher and [redacted] TV stand from our [redacted] Clearance Center. After further review, Conn’s has agreed to

honor [redacted] request

to return the TV stand and dishwasher. We

confirmed the installer was unsuccessful in his attempt to complete the

installation. [redacted] has been

contacted and is aware of the approval.

A delivery team is scheduled to pick up the items [redacted]. Once returned a full refund in the amount of

$[redacted] will be applied to close [redacted]’ account. We sincerely

apologize to [redacted] for any inconvenience this experience may have

caused.

If we may be of further assistance, [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 after speaking with [redacted] and her agreement to send a check for $**0.00 for the disposal of my personal property (dishwasher. Also, the Conn's representative was not able to pickup the dishwasher due to possible water leak if they pull it out. "They said they did not have anyway to stop water from leaking out of the garbage disposal when they remove the dishwasher drain hose from garbage disposal, so they would have to leave the dishwasher. Today [redacted], they removed the damaged television cabinet. Today [redacted] spoke to the representative while at my house and gave them instructions to leave the dishwasher. [redacted] advised me that she would expedite the check today for $**0.00 and wait to give me credit for the dishwasher until I purchase another, whether it be from Conn's or not. She asked me to call her as soon as I purchase a dishwasher, she would have [redacted] dishwasher picked up and give me the credit then. The invoice they sent to you has a credit for all the balance, if this is so, then great! I will call [redacted] to make sure if this is the actual receipt and it hasn't been voiced, due to the fact that she said she would only credit the t v stand at this time.

Review: Purchased sectional couch at the [redacted] location on 07/27/2014. A few days later we picked up our couch at their warehouse. We tried to check thoroughly for any damage at the dock. When we got home and removed the plastic from our furniture, it was stapled to the cushions This was the start of a long process. I immediately called the store and was told I could pick up a new couch. Then I called the dock and they needed a name for the approval. They called the store and was told there was no such approval, this led to the numerous miscommunications. I had to call repair to come out and service it. Repair said it couldn't be repaired. Then, I called the store back. They said why did you call repair, you had an approval for an exchange from [redacted]. I then relayed, due to the miscommunication, I was told to call repair. As the repair calls become one after another, and the couch declined in appearance. I finally got a hold of [redacted] at the store. She then verified it the couch was a manufacturing defect. This concluded in another month of calls to get an exchange approval. This was 11/8/14. As this was going on, I had called corporate trying to see the delay in exchange, was told you picked couch out, your problem. Called store back few days later, was angry, [redacted] said she had gotten approval for just the chaise and couch, not the ottoman. Another few weeks pass, finally a complete approval on 12/08/14. We did an in store exchange on 12/09/14 for a totally different couch and was told delivery on 12/18/14. I took off work again as I had taken off work numerous times for repair, thinking this would be over. On 12/18/14, no one arrived. I called the delivery and was told another miscommunication, delivery is on 12/19/14. At this point my boss is leery of me taking off and can't believe the time frame and mess. Yet again, I take off on 12/19/14. Again wait all day being told would deliver. Was told when called delivery, was never on truck. Product was not even in stock. Was then told new delivery date 12/30/14. Again, loss day of work and never on truck, because was not in stock. Called delivery driver back on his cell, which he left me when he texted me on 12/30/14 to verify address and time frame. asked for [redacted]. I was told it was not me you spoke with earlier, I do not know who you are. Which I still have the text on my phone, after being called a liar and he hung up. I proceeded to call the store and speak to [redacted] the manager, he said he would check into it. I didn't receive a call after a few days, so I then called him back. He said it was still not in stock and didn't know when it would be. I was extremely upset and asked him if they could at least pick up the damaged couch. He said driver couldn't come out for this. I returned the damaged couch myself on 01/07/15 after speaking with [redacted] at the warehouse. Giving me approval to do so. I put in a call to the corporate office on 01/13/14, after never getting any help with when the new couch would be delivered. I received a ticket number and told everything would be in the notes. I waited again and nothing. On 01/14/15 I received a letter from the corporate office. I was hoping, finally a solution, it was a $100 gift card to Conn's. This was because I expressed the numerous days I had lost from work. A gift card was an insult after all I had been though. I called in on 01/15/14 and and got a hold of [redacted] she said what merchandise do you have in your possession. I replied none. Had returned damaged couch and never received new one. She apologized and said they should cancel the account, because at this point I didn't want the new couch or any further dealings with Conn's. [redacted] said I will call [redacted] to verify what was said. She called the store and he proceeded to tell her I wanted the couch after I expressed I did not. She said is this what you want, no, I want it cancelled. She told me [redacted] from corporate would call me back to get this finalized. As of that day, no return call, except numerous calls are you going to pay your bill, we do not show the couch as returned. I get a slew of about nine calls a day. I , at one point stopped answering , because I told the [redacted]e story each time a rep called. I filed a complaint with the [redacted]. I didn't want to loose my job from all the calls. My husband and I went into the store for the last time and spoke to [redacted], in charge for this particular night for [redacted]. He said he would call the [redacted]. The [redacted] advised him to put it all in notes and email to [redacted]. I have been calling the store to [redacted] and [redacted] for over a week, being told nothing has come in for a response for the email, they will let me know. I , was again upset for the delay. The time it has taken and nothing I try is resolving this. I was even told by [redacted] it was from miscommunication and not my fault. If it isn't my fault then why must I keep getting calls for the payment and no calls to resolve. I have paid on time up until January. I have been a customer for numerous years and paid on time. This was the worst experience I have ever been through. I have even tried to get through this with a positive attitude. Which I am the one treated unfairly. Please help me by cancelling this account. For the time, which I will never recover and frustration this is all I want.Desired Settlement: Cancel account

Business

Response:

Thank you for the opportunity to respond to [redacted]’ complaint. After further review, Conn’s has agreed to

honor [redacted] request to return her furniture set and cancel her account.

We confirmed with the manager that [redacted] has returned her merchandise

back to Conn’s. As of 2/17/15, we have submitted a request to issues a full

refund in the amount of $1764.43 to close [redacted]’ account. We sincerely

apologize for any inconvenience [redacted] experienced during this process.

If we may be of further assistance, [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. Thank you for clearing this matter up. I will follow up with Customer Service to insure my credit report is updated. Thank you for your time, [redacted]

Review: Back in Jan 2014, I had 3 separate accounts with Conns that were past due. I clld to make payment arrangements and the rep suggested that I combine 2 of the smaller accounts to reduce my payment which was fine. The 3rd, larger account would not be combined so we made pymt arrangements of $225.15 to be deducted from my checking acct for Feb ** and Mar ** to catch me up. The following week I received the refinance contract and ALL 3 accounts had been combined even though that was not what I agreed to. I did not make a fuss bcuz it was better for me to only have 1 pymt of $172.XX due on Feb [redacted] I also made sure to ask that the 2 previous arrangements of $225.15 be cancelled since the refinance got me caught up AND my pymt was less than the $225. I was truly shocked when on Feb ** I got an email from Conns that they had still processed the previous pymnt arrangement of $225.15. I clld and had words with them and advised them that I would give them 2 business days to return the money and then I would file a fraud claim with my bank. This is just what I ended up having to do. Of course I am speaking to many different reps this last month and getting confirmation that there are NO other pymnts that will be taken out of my checking account. Lo and behold, I get another email today that they have taken another $225.15 out of my account. What the hell? Every rep that I have spoken with including those at the Corporate level have swore up and down that there were no future pymnts that would be debited. Now I will have to file another fraud claim with my bank AND close this account. This is horrible. CONNS is full of liars, scammers, deceivers, and people who are not very competent at their jobs. I have spoken to them almost daily in the last month about my refinancing. I have been buying from them for 10 years and at this point I will no longer do business once these items are paid off. I am filing a complaint formally with their corporate office.Desired Settlement: I would like CONNS to refund my $225.15 and remove my checking information from their systems.

Business

Response:

Review: Conn's set up a delivery of my items I purchased, they delievered them and as they were bringing in my refrigerator they hit the stainless steal door on my door when they were bringing it in. This caused a large dent on the left upper door and a smaller dent in the lower freezer door. The delivery gentleman said no problems, if your wife doesn't want it, just call and we will take care of it. Well I have been calling and refusing to pay and they still haven't fixed it. I have been lied to so many times I can't count anymore. There are notes all in my records about it. I told them numerous times that the only way I can get someone to call me back is if I don't pay the bill. Collections even told me they would be able to get it fixed if I payed the bill so I paid and no one called me back until I didn't pay for it the next month. This has almost been a year with no resolve. So I am seeing if I have any recourse.They also debited my debit card one month without my permission. This is an awful place to do business with. Please help meDesired Settlement: I''m to the point where I just want them to pick it up. I believe I bought it 10-3-2013 I have the paperwork at home and not with me. There may be some incorrect data with the details of the product due to the paperwork isn't with me. But I believe this to be correct

Business

Response:

Thank you

for the opportunity to respond to [redacted]’ complaint. Our records show on 10/09/13,

[redacted] purchased a ** French door refrigerator with a 1-year limited manufacturer’s

warranty and received delivery on 10/11/13 in good order. Although no damages

were reported on the delivery ticket when the unit was delivered, Conn’s has

agreed to repair the door. On 8/14/14; [redacted] also received a 10%

concession in the amount of $260.99 for the refrigerator. We attempted to

contact [redacted] on 10/01/14 to verify which door needs repaired to order

the correct parts however; we were unsuccessful in our attempt. [redacted]

may contact us at [redacted] and reference helpdesk ticket number [redacted] to

provide requested information to order parts for repair. We sincerely apologize

for any inconvenience [redacted] experience during this process.

If

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

Kind

regards,

Review: We bought two power recliners and a power recliner love seat from Conn's in [redacted]). The initial delivery date was set for [redacted]. We received a telephone call from the store manager, [redacted], to see if Conn's could deliver the furniture sooner. We agreed to have the furniture delivered on [redacted]. On [redacted], Conn's delivered three pieces of furniture, two power recliners and a loveseat. One of the recliners was damaged (it had a large stain on the back cushion.) We told the driver we would not accept the chair because it was damaged. He called the warehouse and an unknown person asked if we would take a discount for the chair. We stated we wanted a new chair. Conn's agreed to deliver another chair the following day. On [redacted], Conn's again delivered a replacement chair. However, this chair did not have a power cord to connect to the wall. The chair was a "power recliner" and needed to be plugged into an outlet. Once again, the driver called the warehouse and Conn's stated they would deliver a power cord the following day. However, we ultimately decided we did not want the chair. Conn's did not deliver the power cord the next day, [redacted]. We called Conn's and requested that they come pick up the chair because it did not have a power cord and therefore, we could not use the chair. Conn's has refused to come pick up the chair or deliver a power cord. We have a chair that we can not use and Conn's is refusing to return and pick up the chair. We spent a substational amount of money for the chairs and loveseat. We have called the store manager, [redacted], multiple times, however he stated he would have to contact the District Manager. We have called the warehouse and spoke to the manager, [redacted], who also stated she would look into the matter and call us back. We have contacted Conn's Corporate offices as well, trying to resolve this matter. All we receive as feed back is someone will call you. No one seems to want to help us.

Product_Or_Service: [redacted] power recliner (2) and power loveseat

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

We want Conn's to return to our home and pick up the chair that does not work. We have a $[redacted] chair in our basement that we can not use because it does not have a power cord. We want the $[redacted] credited to our account.

Business

Response:

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

researched [redacted]’s concerns and found it has been resolved.

Our records show on [redacted]’s [redacted] recliner was returned and

a credit of $[redacted] was processed to his account. We sincerely apologize to

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

regarding the return of his recliner.

Review: I bought a mac book desktop and had warranty on it and it stopped working so I took it in to be repaired on 10/17/13. In 12/13 they stated that wrong part was ordered on 11/20/13 after calling in and no calls from them at all. On 11/22/13 it was approved for exchange noting that part was not available,it was and confirmed it with manager at the store at the time [redacted] he called repairs and spoke with supervisor and sup. stated that he will try to get part for repairs.I later received a call informing me request was not approved for the part and exchange will stand by repairs supervisor. I then called in and filed a complaint with for the denial of the part request with the escalation line and no response and left messages for manager over sup in repairs,no response.After dead ends with manager for supervisor for repairs or repair supervisor or escalation line on 1/11/14 I went to the store and the manager-[redacted] stated that for what ever reason the desktop was not approved for the part request and that the exchange given previously will stand. He stated that I had 1399.99 credit and to select ANY appliance and the remainder will be refunded as a check in a few weeks. I asked repeatedly and confirmed refund and time frame, he personally processed the transaction with the worker-nasim as training him on procedure. I got a dryer which was 519.98 leaving a remainder of 880.01 which I never got. In 3/14 I go in to ask about refund by this time there is a new manager-oscar merioley he tells me previous manager fired for wrong procedures tells me that he should have not given me dryer or said that I would have credit refunded and stated he will write a letter to corporate. After many calls and left messages which he never returned on 5/14 I go in and he states that there is nothing he can do and that I am out the 880.01 credit and gives me the 1-877 number on my warranty and labels it corporate and tells me to call them for further assistance. I call them and speak with constance on the esalation line after telling her what happened she tells me sorry there is nothing I can do the previous manager-[redacted] was wrong and that I should have use up all the credit at the time of exchange or not I lose credit. I ask to speak with her supervisor she says that she was telling me what supervisor stated I then ask to speak with them directly and then she says she will file claim to investigate this issue and follow up with us if its anything like the one I filed previously im thinking they will never call. So here I am losing out on $880.01 due to a MANAGER error that conns wont correct or even give me the credit for.Desired Settlement: I want my refund of $880.01 as promised.

Business

Response:

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

complaint. Our records reflect that Ms. [redacted] purchased a laptop on 11/26/11

via invoice # [redacted] with a 25-month Repair Service Agreement. She contacted

our service department on 10/17/13 for service on the laptop. After the

inspection the unit was determined irreparable and an exchange was approved.

Our Repair Service Agreement covers service and replacement of

products within the guideline of the policy. On 1/11/14, Ms. [redacted] processed

the exchange approval for a dryer via invoice # [redacted] Although the value

was less than the credit amount it was considered an even exchange as the

customer had the option to select any item in the store. Ms. [redacted] has been

contacted and as a goodwill gesture we have agreed to honor her request and refund

the difference of $880.01.

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

us at [redacted]

Kind regards,

Review: Back in May of 2013, I purchased a new washer and dryer set from Conn's. I had made purchases from them in the past for small electronics and always received great service from the stores. Well, I cannot say that any longer. My washer has not worked properly since I purchased it. Repairmen have come out several times to fix the filter and now they are having to replace the drum because the bearings are not working. Its obvious that I have a defective washer machine, yet they refuse to replace it. I'm going on two weeks without a washer machine and Conn's repair service team could care less, but the funny thing is that If I'm one day late making a payment, I get about a dozen calls. they will not call me back, I don't know when my washer is going to be fixed and they refuse to follow the contract for my warranty or extended warranty that I purchase from them. Even the technician who came out this last time agreed that the machine was defective, apparently the machine was not put together properly from the factory, the service repair man said that he has seen this issue twice with Frigidaire machine, where they did not oil the bearings properly and that causes many issues, several parts will need to be replaced and he does not know when they will be in and no one in the customer service department is willing to do anything to assist me.It really saddens me when companies do not live up to their core values and mission statements. Here is Conn's:Conns offers appliances, electronics, furniture and mattresses, in addition to product repair, service, distribution, financing, insurance and other related services. Though Conn's has changed dramatically over the years, the customer continues to be the focus of attention and the reason for the company's continued success. The basic values and culture of the company continue to support Mr. Conns original goal to make sure "the Customer is Number One."so not true in my case.Desired Settlement: I want a new washer machine that is not defective and I want for it to be delivered to my home soon.

Business

Response:

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

5/**/13, [redacted] purchased a Frigidaire washer and dryer both with a

48-month Repair Service Agreement Plan. Our records show on 12/**/13; [redacted] contacted service stating the washer would not fill will water and would

not start on any cycle. A service call was scheduled on 12/**/13 with a 3rd

party vendor however; [redacted] contacted service stating the unit would not

drain properly and requested a Conn’s technician service the unit. A Conn’s

technician was scheduled for 12/**/13; upon inspection the technician found the

water pump filter had debris clogging it up which prevented the unit from draining.

The technician unclogged the water pump filter and checked the unit’s operations

system which tested ok through the cycles. On 3/**/14, [redacted] contacted

service again stating the unit would not complete a cycle. A service call was scheduled

3/**/14; upon inspection the technician found parts needed to be ordered. [redacted] was scheduled for service on 4/*/14 however; there was a delay for one

of the parts ordered and it is scheduled to arrive on 4/**/14. Once all parts

become available, [redacted] will be contacted to complete service. At this

time we are not able to honor [redacted]’s request for an exchange; we will

need to continue with service.

If we may

be of further assistance, [redacted] may

contact Customer Service at [redacted]

Kind regards,

Customer Relations

Review: WE bought some mattress in february. We did not get them until march. There is a tore place on them. We have called the store so many times but this still has not been resolved. The managers are aware of this but we cannot get this resolved. They keep saying it will be taken care of but so far it has not. We have beengiven the run around ever since we bought these. We want something done. But they just don't seem to care about the customers.Desired Settlement: We want thee mattress replaced. Or if they don't want to do that we want our money back.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show on 2/**/14,

[redacted] purchased 2 Serta IComfort Savant twin XL mattresses and 2 Serta IComfort

twin XL adjustable bases. On 4/*/14, [redacted] contacted service stating one of

the mattresses was coming loose from the corner. We contacted [redacted] to

offer the option of either a concession the account or to exchange the mattress

and we are currently waiting to hear back from [redacted].

If we may

be of further assistance, [redacted] may

contact us at [redacted]

Kind regards,

Customer Relations

Review: Purchased dryer in October 2013 with 6 month cash option.I paid off the contract amount quoted to me prior to the 6 months.They are charging me extra

Problem Date: 07/03/2014

Purchase Date: 10/01/2013

Model Number: [redacted] Electric Dryer

Sales Rep: [redacted], Mar

Payment Amount 465.00

6 months same as cash.

paid off on 03/28/2014

6 month ended 04/01/2014

Conss is trying to charge me additional fews for insurance that I declined, due to the fact that I have Homeonwer insurance to cover the dryer. I have faxed this information to Conns and they continue to try and charge me 76.00 for a 12.90 insurance fee. I have been contacting conns since April multiple times, I have been given the run around about who can fix the issue. Now they will no longer speak with me about removing the insurance charges.Desired Settlement: I would like the removal of the insurance charges that I do not need, since I have coverage through my Homeowners insurance. Which they are aware of.

Business

Response:

Thank you for

the opportunity to respond to Mrs. [redacted] concerns regarding account

#[redacted] Mrs. [redacted] stated she was

not aware there was insurance coverage on her merchandise and she would like the

insurance removed and the account to be closed.

According to

our records, Mrs. [redacted] signed an 18-month retail installment contract on

October

1, 2013. That

contract also included a 6-month no interest financing promotion. . In addition to signing

the contract, Mrs. [redacted] also signed the General Information page agreeing to

the property insurance on the contract.

Due to this being a secured retail installment contract, the merchandise

must be insured with property insurance, either purchased through Conn's, or

provided by the customer under their own homeowner's or renter's policy, until

the contract is paid in full. In the

event the customer has an alternative insurance policy, they are able to send

that policy in to our insurance department to receive full credit as long as the

declaration page shows coverage from the date of purchase to the present

date.

Mrs. [redacted] called on

May 17,

2014 and was informed at that time that she would need to

fax in a copy of her homeowner’s insurance declaration page in order to cancel

the insurance. The insurance was

canceled and $45.56 was credited to Mrs. [redacted]’s account on June 27,

2014, once we received the proof of insurance. This credit includes the $38.61 for the

insurance and $6.95 for finance charges.

As of July 4,

2014 we have processed a goodwill cash-option reinstatement

and the account will close. Please allow

10-14 business days for the process to be completed and the account to be

closed.

Mrs. [redacted] will receive a

close out letter within 30 business days to retain for her records.

Review: On the morning of Saturday, [redacted], I was delivered 3 damaged (frames bent inward and the inside is coming out the side of 1 where the leather blend is torn) [redacted]-Midnight that match the power recliners I purchased from Conn's in Cedar Hill, TX. I called the Conn's customer service helpdesk & delivery department that evening and reported the problem; a ticket was created and was told someone would call me back on Sunday. I called customer service & delivery department again on Monday, [redacted] to see when Conn's was coming to pick up the 3 damaged wedges and replace them with new one. I was told the Delivery Department [redacted] would call me back within the hour regarding this issue. He never called. I submitted another ticket online Monday, [redacted] to have the damaged wedges replaced. I've called Conn's customer service everyday and checked my request online to see when they are going to replace the damaged wedges. All I am getting is the runaround from Conn's; I need these [redacted] replaced and they need to be sent back to the manufacturer; these wedges should never have left the Conn's warehouse and delivered to me in the condition they are in.Desired Settlement: I would like Conn's to replace the 3 damaged [redacted]- Midnight with 3 new undamaged ones or refund me $649.50 for the damaged ones that are sitting in the Media room.

Consumer

Response:

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

Regards,

Review: Harassing phone calls to ex-wife.Conns does not purge old numbers and stop calling these numbers even after being asked multiple times to stop. I have been divorced over 4 years and placed many calls and many requests for years since 2010 asking that conns remove my ex-wifes number from my records and do not call her.This past week I was 1 day late on a payment and they started harassing her. They called her 3 days in a row. She was quite upset and I am also. Conns needs to stop these harassing calls and call the numbers they are supposed to. The need to also clear old numbers out of their system.Desired Settlement: I would like written confirmation that my exwifes number has been removed from my account. THat way if it happens again the Revdex.com will be able to see that Conns is still not doing what they are supposed to do.

Business

Response:

Thank you for

the opportunity to respond to [redacted] concerns regarding account

[redacted] stated we have

been calling his ex-wife regarding his account.

According to

our records, [redacted] contacted our office on December 6, 2014 regarding

the collection calls. The agent [redacted]

spoke with placed a cease and desist on the telephone number for [redacted]’s

ex-wife at that time.

Please note,

it takes 24 hours for the system to update and to remove telephone numbers from

our system. The automated system has not

placed any calls to the telephone number provided by [redacted] since

December 7, 2014.

As of December

9, 2014 [redacted]’s account has been brought to a zero balance and no

further telephone calls will be placed regarding the account.

We value [redacted] as a customer and appreciate him bringing this matter to our

attention. Thank you,[redacted]

Review: I bought a TV and console years ago and the salesman who sold me the TV said ABSOLUTELY NOTHING about needing home insurance, which I already had because I'm a home owner. So I paid every amount of money to the penny for what I bought. Conn's secretly added a charge for insurance without my knowledge. So I get a call years later and am told I owe money which I cannot believe. So they told me where the extra charge came from and how to clear it up. Once I did what they asked, they did not clear it up. They told me to fax my home owners insurance document that stated I had insurance while I was paying for the TV. They tell me that because the insurance charge was taken off after the 6 month 0% interest, the insurance charge started to accrue interest. I don't know what genius they have working there that decided to credit the charge and not the interest. So now I am being hassled and tormented multiple times a day, every day while I'm working, over this blunder that's Conn's doing. I'm tired of this. I am very stressed out over this, stressed at work and going through a divorce. They should give me a multiple hundred dollar gift card toward a new purchase, or super special financing on another item for this misery they are putting me through. This is not right!!!!!Desired Settlement: I want my balance zeroed out and something extra for the inconvenience!! This is stressing me out so bad, I'm loosing sleep over this and I'm thinking about hiring an attorney and suing Conn's

Consumer

Response:

no comment, still unresolved

Business

Response:

Review: It been already one month conns has failed in repairing my washer 3 technicians have come each of them find something different they order the part come back after a week . And same story repeats and nothing has been done call many times to costumer service they have not help me at all they just hang up on me or make up things that parts have arrived and it's not trueDesired Settlement: Fix washer or replace washer

Business

Response:

Thank

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

records show on [redacted],

Mr. [redacted] purchased a GE high efficiency washer and dryer from us with a

48-month Repair Service Agreement on both items. Mr. [redacted] elected to

have his items delivered. We show on [redacted],

Mr. [redacted] signed acknowledging his washer and dryer were received in good

order.

Mr.

[redacted] contacted our service department on [redacted] regarding his washer; stating his

washer was making a loud noise. A service call was scheduled; during the

inspection the technician found five parts were needed to be replaced.

The technician ordered the parts and all parts became available on [redacted].

The technician completed the repairs on [redacted];

the technician replaced the rotor, mode shifter ASM, stator, (4) rod springs,

and hall sensor.

Mr.

[redacted] contacted service again on [redacted];

stating his washer was once again making a loud noise. A service call was

scheduled; during the inspection the technician found additional parts were

needed to be replaced. The technician ordered the parts and all parts

became available on [redacted].

The technician completed the repairs on [redacted];

the technician replaced the hub nut, insert, platform, tub, and basket.

After the repairs were completed the technician tested the unit and the unit

tested ok.

At

this time Mr. [redacted]’s washer does not qualify for an exchange.

Therefore we are unable to honor his request to return/exchange his

washer. We do not show Mr. [redacted] has contacted us since the repair was

completed on [redacted].

If Mr. [redacted] feels his washer is not functioning properly, he may contact our

service department to have a technician re-evaluate his washer for a possible

exchange.

If

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

Kind

regards,

Review: Conn's has the worst business practices of any company I know. I have worked in the collection field for 10 years and I know calling 15 times in one day and leaving 5 voice mails violates the FDCPA Laws.Desired Settlement: no settlement requested

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted] concerns regarding the number of collection calls he has received on his

accounts.

According to our records, Mr. [redacted] has two retail

installment accounts with Conn’s. Account #[redacted] and account

#[redacted].

Mr. [redacted] signed a 32-month retail installment

contract on April 4,

2013 which created account #[redacted]. The monthly payment

due date is scheduled for the 4th of every month on account #[redacted]. He also

signed a 32-month retail installment contract on January 2,

2014.

The monthly payment due date is scheduled for the

2nd of every month on account

[redacted].

When the payments on Mr. Rivera’s accounts are late, we

start call attempts to ensure the payments will be made in a timely

manner. It is a normal practice for our company to begin call attempts the first

day the payments are late.

To prevent the calls, Mr. [redacted] has the option to

pay on-line, in his local Conn’s store, by mail, or over the phone if it is more

convenient before the payments are due. Mr. [redacted] has also listed the phone number associated with his accounts as home, work and

cell. Please note, when a customer has one number listed in multiple telephone

fields, this will result in multiple calls when both accounts become past due.

We ask that Mr. [redacted] confirm his correct phone numbers, and we will adjust our

records accordingly.

If Mr. [redacted] pay cycle has changed, he may benefit

from requesting a due date change on both accounts. We ask that

Mr. [redacted] contact us if he thinks it may be beneficial for him to change the

due date on his accounts.

We value Mr. [redacted] as a customer and appreciate any

feedback he has to offer.

Review: We were searching for a gas range, and had trouble finding one in stainless steel that wasn'tdented or badly scratched outside or with deep gouges inside. We told the salesman about this,and he never mentioned that if we had the same problem at their store we would be charged a 15%restocking fee. We ordered the same model of range, and checked out three units only to findscratches, and on the third unit we felt pushed into accepting it. When I went to wipe out theinterior I found deep scratches that could rust when using the steam clean mode. I sent photosto Corporate, but it is hard to take clear photos and email them. They told me it looked to beonly cosmetic. I talked with [redacted], and [redacted] too only to be told I had tokeep it or pay the extra fee to return it. They didn't even send someone out to check the damageso they could see it was NOT just cosmetic. A customer should not have to pay to restock a product that is defective. Even their warranty and service departments told me it would rust.At one point a [redacted] told me the interior could be replaced, but the warranty department saidthat was not true. I knew I would have to lose the installation fee of $69.99, but I don't thinkI owed the restock fee of $129.00 for damaged goods. Thank you.Desired Settlement: All I ever wanted was to get back the restocking fee which was charged to me for a productthat was defective, and could not be repaired. They would not exchange it for that samemodel range, and they still would have charged to exchange the unit. We believe the wronglycharged fee of $129.00 should be refunded to us. Thank you.

Business

Response:

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

Our records show on */16/14, [redacted] purchased a ** gas range with a

36-month Repair Service Agreement Plan. [redacted] requested delivery on */2/14 and signed her delivery ticket acknowledging she received her range in

good condition.

We received [redacted]’s complaint and found she contacted

our Customer Helpdesk department stating the range was delivered with deep

scratches on the inside of the unit. [redacted] was asked to provide

photos of the reported damages; based on the photos provided it was determined

the reported damages was a cosmetic which is not covered by the manufacturer’s

warranty or the Repair Service Agreement Plan. [redacted] expressed her

dissatisfaction with the range and requested to return the unit. [redacted]

was advised that she could return or exchange her range within 30-days with a

15% restocking fee. Our records show as of */22/14, [redacted] elected

to return her range with a Return/Exchange fee and received a credit in the

amount of $1179.18 to her [redacted] Card use to make the purchase.

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

refund the Return/Exchange fee of $129.00; the range was received in good order

with no reported damages on the delivery ticket.

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

us at [redacted].

Sincerely,

Review: In the mth of July, I made a purchase in there store and my purchase was supposed to be set up on 6 mth same as cash promotion. The salesperson kept making errors in the process and process the transaction 4 different times. 1st time w/o promotion, 2nd and 3rd time with promotion, 4th time without.

After paying for a few mths I called in Sept. to get my balance and was basically told I owed around the same amount the purchase was even after paying $100 a mth on a $550 balance. The manager [redacted] said he spoke to the salesman and he remembered the transaction and he had made a mistake. [redacted] then said he would call the corporate office to have it fixed because they could not longer do it in the store . Well, he never called but I did. I was given the run around and then on Oct. 1st I called corporate again and was told that I just needed to go back to the store and have them call and they would adjust it and would give me back the difference I had been paying in interest. When I go to the store and talk to the other manager [redacted], who was supposed to have been calling me back previously and never did, he called and they said they didn't know what I was talking about after talking to someone 10 mins. prior. He then supposedly got in touch with the regional manager, [redacted]. While on the phone with [redacted] told me that he said he was just waiting on approval to redo the contract and reimburse me. I waited and waited at the store. Finally, after about an hour I left but was assured I would get a call and we would just have to come back in to sign the new contract. Never heard from [redacted]. Called back on that Friday and was told [redacted] was coming in the office and I asked for them to call me when he came. [redacted] said he would. Never got a call... 2 days past and I again went in there today. I spoke to [redacted] who I initially spoke to, said he remember me, but offered no help and claimed he had no number to give me.Desired Settlement: All I want is what my original terms were supposed to be. I have been paying them faithfully and I want my money back and it adjusted to what it should be.

Business

Response:

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

concerns regarding account #[redacted]. Mrs. [redacted] stated she should have had a

6-months same as cash promotion on her products.

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

retail installment contract on [redacted].

The products purchased did not qualify for the

6-months no-interest promotion at the time of purchase.

Mrs. [redacted] was mailed a copy of her payment history and

her contract on September 20. 2014.

We value Mrs. [redacted] as a customer and sincerely appreciate her

bringing this matter to our attention.

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 reject it because when I was making the purchase I was told it was eligible and not once was I told it was not and store managers and sale man admitted their.mistake and it was [redacted]e 4 times. 2 times wrong and 2 times right. If it was nto eligible why did your customer service and regional manager said he was going to have me sign a new contract and refund the interest. I feel like I have been a victim of some type of bait and switch and a victim of fraud. I'm not asking for anything more than what Your employees promised. But I see it was all lies and words just to keep me from complaining and kept me strung along for weeks with lies. I do have the documentation of the 4 transactions that were [redacted]e.

Business

Response:

Thank you again for the opportunity to respond to Mrs.

[redacted]’ concerns regarding account #[redacted].

After further review and the additional details Mrs. [redacted] has provided, the 6-months

no-interest financing promotion is in the process of being added to the account.

Please allow 10-15 business days for the process to

be completed.

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

any inconvenience she has experienced due to this matter.

Thank you,

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 just want to make sure this will be backdated to date of purchase and the difference of interest I have been paying will be refunded.

I sincerely thank everyone for this resolution.

Review: To whom this may reach, I am having a rough time getting conns to honor their extended warranty on my washer and dryer. The technician called me back and stated that he could not fix my dryer and washer because of abuse, some type of customer abuse. I have not done anything but use this washer and dryer for washing clothes and nothing more. My warranty ruins out [redacted]. Now it is like Conns people telling me that it is a problem, after I completed my last payment last month. Please assist. I do not like throwing money down the drain, or being used for someone else gain.Thank you, [redacted] ###-###-####Desired Settlement: Fix or replace the washer and dryer.

Business

Response: