Conns Appliance, Inc.

Review: Since January 2015 I had made an agreement with Conns Inc to join my two bigger accounts. The person who set up the agreement did not input my email correctly. I was made aware of the situation about a month later. We corrected the issue and even gave them a secondary email, as they would state they had emailed me my contract and I had not yet received anything. The primary email I provided them with was ([redacted]) the associate forgot to place the (.) between my name. The second email, which is my personal email I provided them with, was ([redacted]). I have been patiently assisting in any way I can to get this resolved and merge my accounts. I received a call on April 2nd asking for my payment. I explained to the associate that I made arrangement with credit to get my accounts merged. My contract was lastly mailed on March 30th, 2015 as per that associate. She advised me to wait until Monday to see if I had received it, if not to call back. I have been playing the waiting game with the company and am yet to receive any mail or emails. I receive their promotional offers and have not changed me address in the past 15 years. This has become a hassle. I receive 5+ calls a day even after I have already spoken to someone. On April 10th 2015, the supervisor Amy that I must now make a payment in order to join my accounts told me. I just want my accounts to be merged as we had made an agreement to since January and they have not followed through with it. I also receive calls for my account, which is current. I opted out of text message reminders and somehow have been placed actively again. I have been a Conns customer and employee and I feel that their way of treating people is horrible. I am upset of the fact that I take the time to talk to them and give them multiple ways to contact me and send me the contract. They have not kept up with the agreement. My husband was also told they would send his contract via email and they never did.Desired Settlement: I would want Conns to finish what they have promised. I am not asking for any compensation for the waste of time they have made me go through. All I am asking is for them to merge my accounts as they said they would. I have even asked for them to fax them to store [redacted] as it is on my way home from work. I would like for collection team to be properly trained. After receiving multiple calls in one day I was informed by supervisor [redacted] that an associate did not make a note in all of my accounts for them to quit calling for a few days. I have always kept in touch and even followed up in regards to my contract. I did not always wait for them to call me. I am to the point where it has been 3 full months and I have not been able to receive a resolution from this company.

Business

Response:

Thank you for

the opportunity to respond to [redacted] concerns regarding his

account. [redacted] stated he wanted

to combine his two larger accounts, but has not received the new contract as of

yet.

Due to a

processing error, the new contract was not delivered to [redacted] email as

promised. We have corrected the error

and have forwarded the new contract to [redacted] email address. We have also submitted a goodwill due date

change to prevent any collection calls until the contract has been returned and

the accounts have been combined.

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

experienced due to this matter. Thank you, [redacted]

Review: I went to Conn's on [redacted] in January 2015 and bought a Samsung dishwasher. After several hours in your store talking with your sales associate we decided on the one we bought, based on what he told us about the product vs. other products of dishwashers. The technicians came and installed it quickly and left. We used it several times and noticed that it was not cleaning the dishes properly, so we decided to change the soap we used. Upon doing this we still noticed the issue. I was called away out of town for work and was not using the unit nor was I available to have someone come look at it. When I arrived back home I used it and noticed that the dishes were not coming clean. And upon the dishwasher being finished the dishes were soaking wet, I have to dry them before putting them away. This thing does not dry the dishes. It also does not clean the dishes properly. I called for service. A technician came to the house and asked what was wrong I told him and he said oh well you were not properly educated when you made this purchase. The [redacted] dishwasher was built to purposely not dry the dishes to save on efficiency. But was told to use a rinse aid to help and when the dishwasher was finished I could open the door to let them air dry!!!! When I bought this thing I was specifically told it would dry the dishes. I was also not told that a normal cycle would take 3 hours to wash the dishes but not dry them. This is ridiculous. So according to the repair technician the unit works as it was manufactured. There is nothing wrong with the unit itself. I was highly upset with spending the type of money I did on a product that does not meet my needs or wants. I was mislead by the sales associate to get a sale instead of being educated properly on the different choices I had based on my needs. I would have purchased something different had I known this.

I contacted the assistant manager at the store and told him of the situation and he said he would call the service department and see what was going on and call me back. He never called. I called him several hours after not hearing from him and he said there was nothing he could do and he was sorry if I was misinformed. He had quite the attitude and I said ok well since you cannot do anything who is above you. He said I am the highest person, I said no, you said you were the assistant manager and I want to know what your boss's name is. He refused to give it to me. He said the only information he would give me would be the help desk number for customer service. He was extremely rude and unhelpful. Apparently just like the sales associates they hire and train to lie to customers.Desired Settlement: Since this item is unable to be returned and since it was installed by Conn's and my old dishwasher was taken away by them I want part of my money returned to me. Or a full refund. After all you did sell me a dishwasher that does not do what your sales associate told me it would do.

If this wont work my other outcome would be to come pickup this piece of junk and exchange it for a different dishwasher that meets my needs and install it just like you did the [redacted] for the same as price as what I paid for the [redacted] or lesser value. I refuse to pay Conn's anymore money as I do not trust you guys.

Business

Response:

Thank you for the

opportunity to respond to [redacted] complaint. Our records show on 1/01/15,

[redacted] purchased a [redacted] dishwasher with a 36-month Repair Service

Agreement Plan. [redacted] dishwasher was delivered and installed by Conn’s

delivery team on 1/02/15.

After further review and

research regarding [redacted] complaint we found she contacted our Service

Department on 4/23/15 stating the dishwasher was leaving her dishes dirty and

was not drying. A service appointment was scheduled on 5/1/15; during

inspection the technician was unable to find a mechanical failure with the dishwasher

and reported the unit was up to manufacturer’s specification. We researched the

model number associated with [redacted] dishwasher and found based on the manufacture;

the dishwasher does have the capability to dry dishes as mentioned by the sales

representative. As listed on the manufacturer’s website, [redacted] dishwashers

are energy efficient units which do not have a conventional drying heater.

However; the dishwasher uses condensation dry technology that uses ambient heat

inside of the washer from the hot water, along with air flow, to dry dishes. According

to the owner’s manual some reasons the dishwasher might not dry dishes may

result from not using a rinse aid or the temperature of the water is too low.

[redacted] may visit the manufacturer’s website at [redacted] or the owner’s manual she received at the time of purchase for

troubleshooting step to help ensure proper drying performance.

We have no records

showing [redacted] contacted us regarding any issues she was experiencing with

her dishwasher prior to receiving her complaint. As of 2/2/15, [redacted] has

exceeded the 30-day time frame to return or exchange her dishwasher. At this

time we are unable to honor [redacted] request; based on the technician’s

report the dishwasher is working to manufacturer’s specification.

If we may be of further

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

Kind regards,

Review: I paid off my account in full. A year later, they have decided I did not and are charging me interest.

I purchased a new [redacted] in [redacted] with the agreement of 1 year no interest. I made prompt payments ($70 a month via online bill pay from my bank) adhering to the contract. In [redacted], I called, as instructed on every page of the payment booklet, to obtain my pay off balance (roughly $25.) I promptly paid the amount, assuming my account was paid off. A week ago - [redacted]. Conn's began calling me 5 times a day saying that my account was past due. I spoke with several people - [redacted] - all who informed me that when I paid the account I was $3.51 short plus a $3 processing fee. Because of that I was being charged back all of the interest on the account - approx. $284. I offered to pay the $6.51 , but was assured the agent would file a ticket to have the account closed. For a week, I received calls 4 - 5 times a day telling me my account was past due. I answered the phone every time trying to get answers on my pending request (ticket # [redacted]). I was met with confusion, hang ups and several department transfers. I did make the $6.51 payment. Finally on [redacted] I spoke with [redacted] who informed me that even though he could see in the computer system that I did call and obtain a pay off amount, and did promptly pay off the amount, it was my responsibility, to add up all the totals on my contract, add up all my payments - and some how override the system to allow me to pay more than I owed. I asked to speak with someone in the department that made the decision and he told me there are no incoming calls to that department. I asked if I should file a law suit or if there was some one my lawyer could speak with there and he gave me the # to the legal department. [redacted]. I have bought many things from Conn's over the last 12 years, I have always been a good customer and never had a problem. I am absolutely shocked that they think they have no liability in giving me the wrong pay off amount or waiting almost a year to inform me of it.Desired Settlement: I just want my account closed as paid in full and I want any negative reports to my credit removed.

Business

Response:

Review: In [redacted] we bought a refrigerator and had it delivered. When the delivery people got there they did some damage to our front door and we also notice that the door on the refrigerator had some dents. The head delivery guy call the warehouse and told him of the problems and then my husband talked to them to see what they were going to do to fix it. I believe the guys name was [redacted], he said that he would reimburse the delivery charge, give us a partial credit on the refrigerator if we would keep it and fix our front door. All that has been done at this time is the front door was fixed, that was done in a timely manner. Everything else we have been trying to get and have had no luck. We have gone to the store numbers of time and talked with the manager and was told we should receive a check and still nothing. So the first of [redacted] I started calling the corporate office and same thing, check has been approved and we should get something in 10 days. As of [redacted] we still have not received anything. I have called the corporate 3 times and each time it's the same thing. I told them the last time I talked to them if we did not receive the check by the 1st week of [redacted] I would file this complaint. We and our family will never do business with Conn's again. This was a cash purchase so I'm sure this is why they have not done anything about it. Conn's customer service is the worst I have ever dealt with.Desired Settlement: I would like what they promised us, and for them to be true to their word.

Business

Response:

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: In August 2012, I allowed my son to purchase a refrigerator on my Conns account. The terms were 6 months, no interest. The account was pain off in January 2013. On March 8, 2014, Conns collection dept. called and said that my account was past due. I explained that I did not have an active account with them that it was paid off. These people called me 3 and 4 times a day! I spoke to a supervisor and was told that they reviewed my complaint and that the balance of 16.32 was for insurance.1st. I did not get insurance.2nd. Conns gave my son the payoff quote in January 2013.3rd. Why did they wait over a year to notify me that there was a balance on the account?4th. Conns (being the ripoff that they are) considered it not being paid off within the 6 mos. and added 24% interest to the purchase price of 595.00. and claim that I now owe them a total of 196.50!!!!!I was told if I did not provide them with proof of Homeowners Insurance from the purchase date,or pay the balance they would report me to the Credit Bureau.Desired Settlement: I don't want this on my credit. I don't feel that I should have to pay for their error.

Business

Response:

Review: 5/31/2014Conns department storesCustomer ServiceOffline Dept.This is the second time I have sent a copy of the invoice showing zero balance on my account and a recite showing the restocking del. fee paid. (Reference FedEx office Fax 5/13/14 sent to your office.)Please remove any thing showing I owe you money, and remove the information you have sent to my credit bureau show I was delinquent. This should have been handled by your department in March of this year. The next phone call I get should be telling me it has been taken care of. The follow is a recap of my doing business with your company.On February 27th I purchased a Samsung washer and dryer set from Conns Department Store in the Cottonwood Mall in Albuquerque. Sale was a promotion for 6 month same as cash delivery with set up included. The units were delivered to my home and set up on February 28th and my wife followed up by using he machine to wash some cloths. After trying to use the machine we found it would not wash the clothes clean and did not fill with water enough to cover the cloths. After numerous attempts on the 27th and 28th we called customer service and explained the problem. They told us we were using the wrong soap. I explained we were using the soap stated in the service manual from Samsung and the problem was not filling with water. We again tried everything they suggested short of filling a bucket full of water and dumping it in the machine. Then I called the store and told them I would like to exchange the units for their top of the line units that would work at my expenses of over $1000.00. They told me to call customer service they could help me. I then called customer service on 28th of February and explained I was not satisfied with the units I had bought and would like to return them and purchase units which worked and was willing to pay for the higher priced units. I was told I would need to pay a $170.00 restocking and delivery them the store at my expenses. I return the productDesired Settlement: I returned the product and got a invoice showing zero balance and paid the $170.00 to cover the restocking and del. charge which I should not have been charged. Now they have been calling for two months first to pay for the product I do not have and second pay for a delivery fee which the store said the 170.00 would zero all balance. This is the worse company I have every dealt with, customer service is zero and it seem their are no one with the company who can make a decision.

Business

Response:

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

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

stated he purchased a washing machine that he was not happy with and paid a

restocking fee of $170.00 but account is still opened.

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

retail installment contract on February 27, 2014. Mr. [redacted]

returned the merchandise on March 6, 201; however there is an outstanding invoice

balance of $85.59 for a delivery fee.

We will concession the delivery fee of $85.59, reverse

the two late fees assessed on the account, reverse any negative credit marks Mr.

[redacted] received and close the account. We have also

placed a cease and desist on the phone numbers associated with Mr. [redacted]’

account.

Mr. [redacted] will receive a close our letter within 30

days of the account closing. Please note, it can take 30-60 days for the

credit bureaus to update the information.

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

any inconvenience he has experienced due to this matter.

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. It was amazing to me it took this long for Conn's to make the right decision. I can't express how satisfied I am with the professional way the action was taken by the Revdex.com except to say, thank you so very much. :-)

Review: I bought a toshiba laptop with Conns back in February after a month or less then a month of use the mouse pad on the laptop stopped working and I had to take it back to the store for repair, The store said it would take 2-3 weeks for the laptop to be repaired after the time frame they gave me I went back to the store to ask what was going on with my laptop.For which the store replied by telling me I had to call the Customer Helpdesk, I then called the Helpdesk and they told me they hadn't done anything so they had me call the Technical Helpdesk, I then called them and they said they couldn't do anything because it was under manufacture warranty and that they had order the parts from manufacture and that the manufacture had canceled the request and that they would request it again. This was back mid March at this time if I call them they keep saying they requested the part from Toshiba. (It is now JUNE)I have been to the store and called all the phone numbers Conns has and they keep telling me that they cant help me manager just ignores me and is no help at all, I have been told I would get a 50 dollar gift card for the time this has taken to be resolved, They also requested my email address because they were going to replace my item and all kind of stories, but when I call them again and ask them what is going on they just tell me they do not have any notes on the ticket for the mentioned lies about 50dls credit/replacement. Ever since I have been calling Conns to request a replacement for the laptop since its been almost 3 months and I still do not have my item or store credit or my money back but they are quick in calling me to request last months payment.So I am just being lied to and no one resolves my issue or takes ownership and by now I just feel like they are just making fun of me.Desired Settlement: I just need a replacement or my money back, but I need someone to help me

Consumer

Response:

This letter is to inform you that Conn's has carried out to my satisfaction the resolution it proposed for my complaint, filed on 6/8/2014 1:22:51 PM and assigned ID [redacted]

I thank you for all your help

Review: I went into the store location 140 and my salesperson, [redacted], informed me that the tv I was purchasing was a smart tv that came with a magic remote. I was excited about the sale and when the tv was delivered, I had received a regular tv with a regular remote, not as I was informed. I called the store location and spoke w/ mngr [redacted] whom informed me that the actual tv was not a smart tv, but the demo showed that it was a smart tv. I was upset and felt that the tv had been false advertised. I wanted to return the tv but was later informed by the manager, [redacted], that without the box I could not return nor exchange the tv. I informed the mngr that the delivery team took the box and I also contacted the delivery manager who also informed me that the delivery team always takes the box with them. I'm very upset and wants to know what he can do as far as exchanging the tv without the box since the delivery dept took it. I do not feel that I should have to pay the $129 exchange fee since I have been in the run arounds with the store. I filled out a complaint with Customer Service but they have told me that it was my fault and that if I want to return it I would have to pay the fee. Their emails also state that an LG rep was there in store and I switched the sales info on the tv. They have yet to mention if they spoke with my sales rep.Desired Settlement: At this point I will keep the tv but I request to have the 80 dollar delivery fee credited to my account since I would have taken the 55" smart tv that was in stock if I knew that the 60" I purchased was not a smart tv. I would also like a credit of 50 dollars for the roku I purchased to turn my tv into a smart tv.

Business

Response:

Thank you for the opportunity to respond to Ms. Ortiz’s

complaint. Our records show on 6/28/14,

Mr. [redacted] purchased 60” LG LED television with a 1-year limited manufacturer’s warranty.

After receiving delivery on 6/29/14, Mr. [redacted] contacted us stating he was

informed by the sales representative that the television he purchased was a

smart TV however; he received a regular 60” LED television. After further

review and research, we confirmed the television Mr. [redacted] selected had an

incorrect demo installed displaying the television as a smart TV however, it

was not. We have contacted Mr. [redacted] to discuss his concern; Conn’s has agreed

to honor Mr. Ortiz’s request to refund the delivery charge of $79.99 and issue

a credit of $50 to his account for the Roku device he purchased. We sincerely

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

If we may

be of further assistance, Mr. [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.

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: 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: 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: 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: You are harassing me by calling numerous times. I receive no less than 10 calls daily. I have already advised an agent verbally to quit calling my work phone number in [redacted].Desired Settlement: I simply wish you to cease all communication (mail, phone calls or other) with me or any member of my household. This includes my place of employment.

Business

Response:

Review: I went to conns in Round Rock, Tx and I was looking to get a vacuum and [redacted]. I speak with someone and they tell me I got approved for $3000 credit. I would just have to put portion of balance on these items down. So I agree and put money down on the vacuum and [redacted]. The vacuum was about $450 and [redacted] $400. It was Sunday afternoon when this occurred . The sales associate printed me a receipt stating my vacuum would be in Wednesday they were getting it in from another warehouse. So I pay the money down and leave. Wednesday comes around and I call before I go just to make sure my vacuum is there. The man on phone says he doesn't see it in system. I ask to speak to a manager. The manager gets on the phone and I explain to him the situation. I told him I put the money down and the printed me a pick up receipt for this product. He then places me on hold so he can look into this. He gets back on the phone and is very rude, stating there was a mistake on their behalf and then he places me on hold again and hangs up. I was very offended that a manager would react this way to something that was his company's fault. So I go in person to speak with this manager. When I approach him I ask him "why he hung up on me that's bad customer service". I told him "I have a pick up slip and the product isn't here". He then explained they no longer have that product. So I ask him "why would you sale me it and make me put money down on it. Also give me a pick up slip for something that wasn't available"? He then ignored the question and handed the pick up slip to another sales associate. The sales associate looked lost and gave him a look. The manager then told him to handle it. The sales associate stated he was with another client and we would have to wait. I told the manager he needed to handle it he's in management. He ignored me and walked away. My wife was with me she called 3 different numbers and people kept giving her run around, she was trying to make complaint to someone and they never got back to us.Desired Settlement: I expect a full apology from the manager, my money refunded! The managers name was [redacted].

Business

Response:

Review: I [redacted] Purchased several items from conns on or around the [redacted]. as of [redacted] I still have not received my Head board. I have called, and visit the conns store, and have not received my merchandise. As of [redacted] I went to conns and have received any information of when the head board will be arrivingDesired Settlement: I would like for conns to deliver the head board, are allow me to receive another bed room furniture for same price.

Business

Response:

Review: I bought a computer from [redacted] 4 months ago. The screen would not repsond and then it scrolls back to the beginning. I have had this computer back for service 4 times in 2 months. They cannot fix the problem and are not honoring giving another one. They have been rude, unhelpful to the point of hanging up on me, and just uncaring after the sale.Desired Settlement: I would like for them to give me a replacement computer. they have no problem taking my money every month. If this is unacceptable, I just want a refund so that I can buy from someone who appreciates my business.

Business

Response:

Review: I purchase a [redacted] Smart Television (flatscreen) 65 inch(??) TV along with a Blue Ray DVD from Conn's in [redacted] a few days before [redacted]. The TV was delivered on [redacted]. On or around [redacted], the TV shut down and stopped working. It would not turn on nor show a picture. I contacted Conn's repair who came out on [redacted], Technician); Mr. [redacted] stated that a board burned out and that he needed to order a part stating that the part should arrive within one week. Within that time, I contacted Conn's to learn that the part would not arrive until [redacted]. Later, customer service in Beaumont, Texas stated that the part would not arrive until [redacted]. On or around [redacted], a [redacted] (who stated that he was a [redacted] for Conn's) noticed that the TV still had not been repaired and indicated that he would request that if the TV was not fixed within 30-days that it would be replaced with a new one. Although, I have made numerous calls to Repair service and spoke to customer service (one in particular who just hung up) and service at the Store where the TV was purchase (the last person being [redacted]), the TV still has not been repaired and they have continued to transfer and put me off each time I call with no knowledge regarding the part to learning on [redacted],that the technician [redacted] was out on vacation who has never tried to reach me since the time he made the diagnosis of the problem. I am paid up through [redacted] and have followed through on my contract part, but Conn has completely breached any efforts on their part. I would not like to forward this complaint to you for your assistance.[redacted]Desired Settlement: I would also like to be discounted for my inconvenience, time and mental state that they have taken me through to get the TV repaired. I also had to upgrade my cable equipment because the previous equipment through [redacted] was not comparable with the new TV delivered. This is a TV that they charged me closed to $3500.00 and it is sitting and serving no benefit to me. Actually, I believe that $1,000 should be taken off the price of this product for all the things that I have gone through.

Business

Response:

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:

Review: It all started on 12-**-2013. I called and established a service repair ticket with Conn's concerning my Samsung 60" LED TV. The initial call was well handled. Again, at this point all of the phone conversations have been pleasant and professional. I was told that I should hear something from the service provider to schedule the repair within 24 hours. I know it was around the holiday season, so that was not unreasonable.I called back on 12-**-2013 because I had not heard anything from a service provider. I initially spoke with [redacted] in the service department. She told me that they were still waiting on a "third-party provider" to perform my warranty work. She told me that I should call the manufacturer to find a service person. I told her that I paid Conn"s to do this very task and I didn't think I should have to call them directly. [redacted] was adamant that there was nothing she, or anyone else at Conn's could do to get my TV fixed. We argued for a few more minutes about the inconvenience, and I asked her to transfer me to someone who was more willing to ensure I stay a loyal and satisfied Conn's customer. She said she was transferring me to the Resolution Department, but instead just sent me to Customer Service. I spoke with [redacted] and explained that I needed someone who could help me resolve my problem. She said she would do her best. I explained the issue at hand, and the conversation I had just had with [redacted]. She explained that since she was in the Customer Service deaprtment, there was nothing she could do. She did see where there was a service date scheduled for 12-**-2013, and the tech would call me two hours prior. I asked who the tech was and she couldn't answer. I waited until 12-[redacted] 12-** came and went. I called at 1650hrs on 12-** to find out where the tech was. I spoke with [redacted] in the Service Department. She said they are still waiting on a provider. I asked her why I was lied to, it was to get me off the phone. It got worse when I got [redacted]Desired Settlement: At this point Conn's should simply replace my defective television, or get it serviced to my satisfaction. I am still expected to pay for this defective television, even though Conn's has violated the contract via service deficiencies. I do not believe that I am asking anything unreasonable here. I paid for an extended warranty, I want the service performed as promised. If the service cannot be performed, then a replacement is appropriate. I am not asking for anything more than fair.

Business

Response: