Conns Appliance, Inc.

Review: I made a purchase in December 2014 of a couch and bed. The agreed upon price in the store was around $3000. We signed the contract agreeing to the $3000 total and estimated payment of around $250 per month. When the bed a couch were delivered, there were pieces missing. The couch did not come with the end piece that we had ordered, so there is a metal rod stick out of our couch and there were not legs for the couch ottoman. Our bed when plugged in will sometimes work and sometimes it will not. When have never, still to this day, received a statement in the mail with what we owe or when a payment is due They start making harassing phone calls after the payment is late. We have made several attempts to have insurance removed for the account that we declined and it was still added to our account. We have $300,000 in homeowners insurance, we do not need theirs. We have had constant run-arounds with corporate and local store with no one able to help us. The store its self has useless and unprofessional customer service. While talking with everyone today (04/25/15), we were told 3 different totals for our amount due. No one is knowledgeable at this store or at this company. They refused to help us and keep demanding payments with no sympathy to our situation or recognition for what they have done to us.Desired Settlement: We would like to return the merchandise and owe nothing due to their errors. Due to the fact that we have tried several times in store and over the phone with corporate to adjust billing and after several failed attempts want to be done with the company entirely. We would like to have no affiliation with Conn's ever in the future and will defer all others interested in Conn's.

Business

Response:

Thank you for

the opportunity to respond to Mr.

[redacted]’s concerns regarding his account.

According to our records Mr. [redacted] signed a 24-month retail

installment contract on December 14, 2014.

This contract included a Tempurpedic (Cloud Supreme) queen mattress,

Tempurpedic (Up) queen adjustable base, and a Jackson Furniture set which

consisted of three pieces (left sectional, armless sofa, and ottoman) totaling

$6,021.14. Mr. [redacted]’s signed invoice indicates at the time of

purchase he acknowledged he was provided a copy of Conn’s Return and Exchange

Policy which states: No Returns/Exchanges on: Furniture, mattresses, décor & accessories unless inspected by a

Conn’s Service Technician and found to have a manufacturer’s defect.

Mr. [redacted] opted to have his items

delivered. Mr. [redacted] signed his delivery ticket and delivery receipt

acknowledging all items were delivered and received on December

15, 2014 in good order. Mr. [redacted]’s signature on his delivery

ticket and delivery receipt acknowledges he thoroughly inspected his

merchandise for damages and made aware that an exchange or price concession

would not be authorized for damages discovered after the delivery.

Mr. [redacted] has not made an attempt to

contact our service department regarding the furniture. We reviewed Mr.

[redacted]’s retail installment contract and found he signed acknowledging he

was aware property insurance was added to his account at the time of

purchase. Mr. [redacted] provided a copy of his homeowner’s declaration

page and received an insurance credit in the amount of $919.36. Pleases note, an insurance credit will not

reduce the minimum monthly payment due.

Mr. [redacted]’s retail installment contract

also provides detailed information regarding each item that was purchased, the

prices of each item, the total amount financed, and his monthly payment amount.

We have included a copy of the signed retail installment contract, payment

history and delivery ticket for his records.

We value Mr. [redacted] as a customer and appreciate him bringing his concerns to our attention. If we may be of further assistance, Mr.

[redacted] may contact our Customer Service Department at 1-877-358-1252.

Review: Dear Revdex.com a few months towards end of last year I went to Conn's because I had a screen shot on my cell of two couches that I liked I went in a sales person was showing me around I told him I was legally blind and have very limited vision in my left eye and showed him what I wanted he shoved some tables down in the contract which I told him a couldn't read he rushed me and I came home well my partner reads the contract and says do you realize they charged you more than double added protection that was mentioned in one item not multiple and some coffee tables I said I told him I didn't want the coffee tables I called the store was given hell but they dropped the protection and the tables but never did anything about the extra charges I stopped paying they came got their sofas like two days before my birthday on [redacted] or 12 I have to have my partner look for the paper I was glad they took their merchandise there was zero scratches the sofas just sat on a display I sat on them once they still smelled new so I was expecting them to contact their collection and drop the charges I don't see that being done I have not called them because it's a nightmare to deal with them

please help Revdex.comDesired Settlement: I need them to drop the charges from my credit report

Business

Response:

Thank you for

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

#[redacted]. **. [redacted] stated he was

charged double for his products and for the Repair Service Agreement. He also stated we picked up the product and

he was not credited in return.

According to

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

[redacted]. This contract included

a [redacted] Sofa, a [redacted] Loveseat, the repair service agreement on both

items, a [redacted] cocktail table, two [redacted] end tables, a 32” tv that he

received for free due to a promotion, and delivery.

**. [redacted]

received an invoice credit in the amount of $[redacted] for the cocktail table and

the end tables on [redacted]. He

received another invoice credit in the amount of $391.73 for the pro-rated amount

of the repair service agreements on [redacted], as well as a delivery

credit in the amount of $139.99 on [redacted].

After further

review, we credited **. [redacted]’s account an additional $58.25 for repair

service agreement as a one-time offer and a goodwill gesture.

We are

obligated to provide accurate information to the credit bureaus and are unable

to remove any credit marks earned by **. [redacted]. We have provided a copy of his signed retail

installment contract as well as his payment history for his records.

We value **.

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

attention. Thank you,[redacted]

Consumer

Response:

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

I said I had returned or canceled the tables so yes I am glad they did that now I have no sofas those stupid [redacted] guys in a plain white truck came took the sofas so even tho I signed a contract I did not see what I signed I knew it was a contract but they took advantage of the situation and felt like oh thus guy is blind let's let him have it I am not satisfied and I want the account to be credited they sold it over charged and that is where all those so called credits went and yes I have a horrible none payment because the way they treated me is the way I treated them

Regards,

Review: I BOUGHT A DISCOUNT OVEN BUT IT CAME WITH SO MANY MALFUNTIONS STAFF ON UNIT AND A MICROWAVE OVEN TOO, AND ALSO THE SALE'S PERSON CHARGE A FEE THAT IT WASNT AUTHORIZED BY ME, THIS FEE IS SOME KIND OF INSURANCE HOME PROPERTY ON THE BILL($ 86.16), WE TRY TO TALK TO THE MANAGER FROM CONNS BUT HE SAID IS GOING TO CHARGE A RESTOCKING FEE %15, I WILL NOT PAY THIS FEE.

Product_Or_Service: STOVE GAS

Order_Number: [redacted]-001

Account_Number: PENDINGDesired Settlement: DesiredSettlementID: Refund

REFUND MY FULL MONEY BACK, BRAKE DOWN AMOUNT:$ 895.21 INVOICE CHARGE / $ 981.37 CHARGE WITH INSURANCE HOME PROPERTY FEE

Business

Response:

Thank you for the

opportunity to respond to Mrs. [redacted]'s complaint. Our records show on 4/23/15, Mrs. [redacted] purchased a Frigidaire gas

range and a Frigidaire OTR microwave with a 1-year manufacturer warranty on

both units. Mrs. [redacted]’s signed invoice indicates at the time of purchase

she acknowledged she was provided a copy of Conn’s Return and Exchange Policy

which states: A consumer has 30-days from the date of purchase to return or

exchange (electronics or appliances) with a required 15% restocking fee.

Mrs. [redacted] elected to pick up her range from the El Paso, TX location store

#176 and elected to pick up her OTR microwave from the local El Paso, TX

warehouse location #124; we show Mrs. [redacted]’s pick up was complete on 4/28/15.

After researching

Mrs. [redacted]’s complaint we found Mrs. [redacted] went into her local Conn’s regarding

the property insurance that was purchased. Mrs. [redacted] was advised she

would need to provide a copy of the declaration page of her home owners or

renters insurance to have Conn’s Property Insurance cancelled from her

contract/account. Our records show Mrs. [redacted]’s information was received

and the Conn’s Property Insurance was cancelled and a credit of $106.84 was

applied to her account on 5/14/15.

Conn’s has agreed

to honor Mrs. [redacted]’s request and return the range. Mrs. [redacted] has been in

contact with the store manager regarding the approval.

Kind regards,

Review: On the afternoon of Sunday May 17, my husband and I purchased an ** 65" Television from Conn's in Corpus Christi. It was loaded into our vehicle by our salesman, [redacted], Jr. and we returned home. Upon arriving at home we unloaded the television and placed it in our living room for installation the next day. On Monday afternoon my husband opened up the television box, and we found that we had been sold a television with a broken screen. We immediately called the store, but could never get a manager to speak to us on the phone. We were placed on hold numerous times, only to have the line get "disconnected". My husband then called customer service, and spoke to a representative who told us that we could return the TV to the store since it had been less than 24 hours since our purchase, but she told us that she would need to contact the store to inform them of the issue. After waiting a few minutes, the representative came back on the line, and the line immediately got "disconnected" again. My husband called back immediately, and the new representative told him that there was nothing they could do to help us and that if we wanted the television repaired, we would have to contact the insurance company and file a claim to have the television repaired. We were told that since we chose to take the TV home it was not their responsibility. I then called back and requested to speak to a supervisor about the issue, and was told again that since we signed their "Pick-up" form to take the item home, and not have it delivered, it was no longer their responsibility. I also explained that we were never told that delivery was required in order to insure that we receive quality merchandise, and was told that delivery is not required, but if we didn't have it delivered, it was our responsibility not theirs. If we would have known that delivery was required in order to insure working merchandise, we never would have purchased an item from them. I was told that we should have opened up the box, taken the television out, and inspected it before taking it home, and since we didn't there was nothing they would do to guarantee that we were receiving a quality product. A 65" television is not an item that is easily inspected in it's packaging, or removed from packaging and placed back after inspection. We wrongfully assumed that Conn's had sold us a good working television, and we are now stuck with a very expensive television that was sold to us in broken condition, and Conn's refuses to do anything to correct the situation. All we were asking for was an exchange for a new, WORKING television, but they refused any assistance, and have completely refused to honor any kind of sales warranty or guarantee. By requiring that their customers sign their "Pick-up" form before they release the merchandise, it seems they have found a way to sell broken and damaged merchandise and place the responsibility on the consumer and insurance company to repair or replace the broken items.Desired Settlement: We would like to return the television for a full refund, and cancel all business transactions with Conn's

Business

Response:

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

complaint. Our records show on 5/17/15, Mrs. [redacted]

purchased a ** 65” Ultra HD Smart 3D LED TV with a 49-month Repair Service

Agreement w/Accidental Damage. Mrs. [redacted]’s signed invoice indicates at the

time of purchase he acknowledged she was provided a copy of the RSA &

ACCIDENTAL DAMAGE brochure and that she understood the coverage associated with

the product. Mrs. [redacted] elected to pick up her television from our

Corpus Christi, TX location store #**. Mrs. [redacted] signed her invoice

verifying her item was received in good order. Our customers are given

the opportunity to inspect their product prior to leaving the store. Mrs.

[redacted]’s signature on her pick up slip acknowledges that she thoroughly

inspected her merchandise for damages for an exchange or price concession would

not be authorized for damages discovered once the product leaves the warehouse or

store. Once the product has left the store we are unable to determine

when the damage may have occurred.

Mrs. [redacted] has been contacted and made aware she will need to

contact service to have her television assessed for further assistance.

At this time we are unable honor Mrs. [redacted]’s request to exchange/return

her unit.

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

Customer Service at 1-877-358-1252.

Kind regards,

Review: I bought a living room set 2 months ago, the sofa is caving in when you sit on it,they will not replace, 3rd party came out twice still I am not happy

i've called conn's several times about my sofa, they send out 3rd party to fix ,still not fixed they will not replace it my love seat is not doing that so that tells me I have a defected sofa, i've called them and they just don't seam to care.I bought this [redacted]i spent 3810.31 I feel they do not care they put stuffing in my sofa still I sink, I went to the store and the man I bought it from emailed the manager, the manager never called me that has been over a week ago,when you call customer service they have a bad attitude.Desired Settlement: I just want a new sofa

Business

Response:

Review: I purchased a [redacted] HD 55 inch TV On Invoice [redacted] for $1,499.99 plus uncrate and deliver charge of $79.99 and installation charge of $149.99 and 49 mo. RSA & Accidental Damage for $379.99 and .01 (?). My sales person was [redacted].CLAIM ID [redacted]This sale included Free Delivery Rebate.The salesman filled out the form before [redacted] and it was rejected for not being enough paid.So I put all together again and mailed to the same address Dept.#[redacted],Conn's Free Delivery Rebate,[redacted].It was rejected again and I made phone calls and resubmitted once more.Received phone call for number of store so they could fax the information to Rebate Center.The last correspondence was email saying denial because of "Postmark too late."Dept.CN [redacted]Desired Settlement: Give me my rebate. Never should a customer be treated this way. Conn's should honor their promise without delay. The rebate center should learn how to honor the customer, not insult them.

Business

Response:

Review: I PURCHASED A SAMSUNG GALAXY TAB IN NOVEMER OF 2013 WITH ADDITIONAL WARRANTY TO COVER ANY AND ALL ACCIDENTS. SINCE DECEMBER OF 2013 I HAVE HAD TO SEND IN THE TABLET ABOUT 5 TIMES FOR NOT CHARGING. THEY KEEP RETURNING THE SAME TABLET (AFTER KEEPING IT A COUPLE WEEKS AT A TIME) SAYING THE PROBLEM IS FIXED. AS OF TODAY [redacted] THE PROBLEM STILL PERSISTS. I JUST PICKED THE TABLET UP TODAY AFTER SENDING IT IN 2 WEEKS PRIOR AND THE TABLET WILL NOT CHARGE. I HAVE CALLED TO SEE WHAT THE ISSUE WITH THEM SENDING IT BACK AND THE REPRESENTATIVE COULD NOT GIVE ME AN ANSWER AS TO WHY THEY SENT IT BACK NOT WORKING. THIS HAS BECOME JUST RIDICULOUS NOW. I DID NOT PAY ALL THIS MONEY FOR A TABLET AND WARRANTY FOR THEM TO NOT CORRECT THE ISSUES I AM HAVING. THEY DO NOT SEEM CONCERNED WITH THIS ISSUE BUT I AM FURIOUS WITH THEM AND WITH THIS MATTER ALREADY.Desired Settlement: I HAVE SENT THE PRODUCT BACK NUMEROUS TIME FOR REPAIR AND THE PROBLEM HAS NOT BEEN CORRECTED. I WANT THEM TO REPLACE THE TABLET WITH A NEW TABLET AT THIS POINT. THEY ARE NOT RESOLVING THE ISSUE BY TRYING TO REPAIR SO A NEW TABLET IS WHAT I FEEL IS NEEDED.

Business

Response:

Thank you

for the opportunity to respond to Mr. [redacted] complaint. Our records show on 11/21/13,

Mr. [redacted] purchased a Samsung Galaxy 3 tablet with a 25-month Repair Service Agreement

Plan.

We

received Mr. [redacted] complaint and found he contacted our service department

on four occasions dated from 1/5/14 to 9/16/14; regarding his tablet not

powering on or holding a charge

· On

1/5/14 Samsung replaced the Jack-Micro USB; unit tested ok· On

4/3/14 Service technician was unable to duplicate charging issue and replaced

charger cable; unit tested ok· On

8/25/14 Service technician was unable to duplicate problem; the tablet fully

charge unit tested ok· On

9/16/14 Service technician replaced the USB cable based on Mr[redacted] problem description and was able to fully charge

the tablet

Review: On Aug [redacted] 2014 I had a table and six chairs delivered. I have a years warranty on parts and labor. A chair broke and the table has scratches that became visible only after sitting down and seeing it when the light shown on it. The scratches are in the finish. A work order was generated, [redacted] A technician came out at the end of Aug, early Sept, took pictures and told me I would hear from someone in 72 hours. I have spent numerous hours on the phone between the manufacturer of the furniture and Conn's Service Center. Each time, I'm told to call back the person referring me to the next caller. I'm also refused to speak to a manager. I went to the store and the store manager was very helpful in sending an email request for my dilemma to be resolved. This was over two weeks ago, and I still haven't heard anything.Desired Settlement: Replace the table and chair immediately or give me a complete refund for the table and all six chairs immediately!

Business

Response:

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

Our records show on 8/**/14, Mrs. [redacted] purchased a Holland House Hillsboro

dinning set which consist of seven pieces ( table and six chairs) with a 1-year

limited manufacturer’s warranty. Mrs. [redacted] signed her delivery ticket

verifying she received her dinning set on 8/14/14 in good order.

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

service department on 9/8/14 stating the top of the headrest came off on one of

the dining chairs. A service appointment

was scheduled for 9/8/14; upon inspection the serviceman found the top rail of

the chair had a broken dowel and reported the chair was non-repairable. The

serviceman also found the dining table had rub marks and was able to touch up

and buff the table to repair. The serviceman notated Mrs. [redacted] pointed out

hair line scratch marks on the table as well however; the marks were too small

to be repaired.

After further review of the serviceman’s finding and photos

provided, Conn’s agreed to issue an exchange for the damaged chair however;

scratches on the table are not covered by the manufacturer’s warranty therefore

we are unable to exchange the dining table. On 10/3/14, a service claim

representative attempted to contact Mrs. [redacted] to notify her of the exchange

for her chair however; they were unsuccessful in their attempt. Mrs. [redacted] may

contact her nearest Conn’s location to initiate the exchange.

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

Business

Response:

Thank

you for the opportunity to respond to Mrs[redacted] additional comments. Mrs. [redacted] purchased the Holland House Hillsboro dinning set which

comes with a 1-year limited manufacturer’s warranty; no additional coverage was

purchased with Conn’s. The manufacturer’s warranty does not cover the scratch

marks Mrs. [redacted] reported on the table.

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

request for a refund or exchange; the reported damages on the table is not

covered by the manufacturer’s warranty. We have included a copy of the warranty information provided by the manufacture and the pictures that were taken at the time of the inspection.

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

Kind regards,

Consumer

Response:

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

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

I have reviewed Conn's response and am not satisfied with it. At this time I will accept it pending further instructions from my attorney.

Review: I have been a loyal customer of Conn’s for * years however, as of today...no more. We paid a lot of money for just a mattress...no box springs since I bought the new platform bed. A couple of days after they delivered it, we were feeling the coils in our backs. After speaking with the [redacted] said that they have a no exchange policy unless it is a manufacturer's defect. Well they sent a "tech" out to inspect the mattress. He tested the mattress by using a bulldog clip, a string and his keys. He attached one end of the string to the bulldog clip (that was broken, so we provided him with a piece to fix it) and clipped it to the bed. He ran the string across the bed and attached the other end to his keys. He then ran a plastic thing under the rope. He said this was to measure depression in the mattress. That had nothing to do with the coils. We showed him where we felt the coils and he pushed his fist (because he was not allowed to lay or sit on it) down into the mattress and said that he felt a hard spot. He also took pictures after we gave him 2 AA batteries since his were dead. He determined that it was not a manufacturer defect and could not be exchanged as it was a comfort issue. That did not settle very well with me so I contacted their corporate office. They did some research and said that we needed to sleep on it for 30 days and then we could exchange it up to 90 days. That was Monday **/18. We went to the store where the [redacted] still refused to do the exchange for a more expensive one I might add. He spoke with the corporate office who then contacted me and said that I could not exchange it (after they said I could) and would need another tech to come out. Well that didn't go over well either...so we scheduled another "tech" to come out today. He was supposed to be here between 1 and 5. I received a call at 3:45 advising that his car broke down and he wasn't going to be able to keep the appointment. Again, not settling very well. I called again and spoke with [redacted] who advised me that they didn't have another "tech" that could come out today but they could reschedule for Monday. Unfortunately, I cannot miss work on Monday so I declined stating that I would schedule time for them to come pick it up. I have never experienced such poor customer service both from Conn’s and [redacted] who apparently does not stand behind their products.Desired Settlement: At this point an exchange is no longer an option as I cannot continue to sleep on a defective mattress so I purchased one elsewhere. I want the mattress picked up and the purchase price and all taxes, interest and any other charges removed from my account. They should also reimburse me for the time I missed worked and my cell phone bill for all the calls I had to make. I have had to make repeated phone calls to corporate office, the store and customer service.

Business

Response:

Thank you for the opportunity to respond to [redacted]

complaint. Our records show on **/12/14, [redacted] purchased a [redacted] mattress with a 48-month FurnitureGard Plan. [redacted] signed her

invoice and delivery ticket acknowledging she received a copy of Conn’s Return

and Exchange Policy and she her mattress in good order on **/18/14.

We received [redacted] complaint and found she contacted our service

department on two separate occasions regarding her mattress.

Review: I purchased a leather sofa in the store but they delivered the wrong sofa, a suede sofa.

I saw a sofa on Conn's website. My friend and I went to the store to purchase a sofa, tables, and a dinning set on [redacted]. My sales agent was [redacted]. She was very professional and patient with me. I took a printout and pics of what I wanted. The sofa was beautiful but it was suede. I told her that I had dogs and that wouldn't do. I decided to purchase a Leather sofa that I did not see online instead. Delivery was scheduled for the next day. When they delivered the sofa, I asked my friend didn't I get a leather sofa. He said yes. The driver said that he did not work for Conn's and I would have to call the store. I told him that Conn's was written on the side of the truck. The driver said they forgot the legs to the sofa and they would bring them tomorrow. He told me I could call the warehhouse to straighten things out. I was told the driver could not come back and get the sofa, he was too far out. Then I was told to call the store. The store said I would have to talk to my sales person. She had already gone home. The next day [redacted] confirmed that I had purchased a leather sofa and that they had delivered the wrong sofa. I called one person after another and just got the run around. Fianlly I was told that I had signed for it and there were no refunds or exchanges. It is now 5 days after I purchased my sofa and I still have not gotten the legs to the sofa. On [redacted] I called customer service and told them they say they will deliver the sofa today and they haven't. I have stayed home everyday since [redacted] to [redacted] today waiting for them to bring the legs to the sofa, between the allotted times they stated. In fact I have stayed home all day just in case. Conn's policy seems to be it is OK for them to do what they want when they want, and I am at thier mercy. I had a serious spinal injury a year ago, that is why I told [redacted] that I could not take that sofa in the first place, because the seating area was too long and when I sat on ths sofa in the store the sofa hurt my back because of the angle that I leaned back in. I told her I wanted to look around for another sofa. I found the perfect sofa. It had a smaller seating area and my back would be supported by the back of the sofa without leaning back. Yesterday after calling everyone I was told to call I told them to just please bring my legs to the sofa, four days is totally unacceptable to be waiting. I also had noticed that there were some defects in thd sofa. There is a gap between the cushions and the pillows. I have kept the sofa covered with sheets and blankets since they delivered it. I do not think I should have to stay home day after day waiting for them to bring the legs. Because of my spinal injury and nerve damage that I can provide proof of even if I went and picked up the legs, which is totally unaceptable I would not be able to lift up the sofa anyways.Desired Settlement: I want the sofa I purchased in the store. The leather sofa with the short seating area. It is better on my back. The sofa they delivered had defects in it that were not readily visible.

Business

Response:

Review: I purchased a wall mounted heating and cooling unit from Conn's in Conroe, Texas on [redacted]. On [redacted] I placed a service call for the unit to be repaired and no one has been sent to repair it yet. I have severe medical issues which were affected by the malfunctioning of this warrantied unit. I want it removed by Conn's from my household. I get at least 8 calls a day asking me why I haven't paid on this account and I keep having to explain over and over my situation.Desired Settlement: I want this non-functional item removed so I can replace it with a new one from another vendor.

Business

Response:

Review: I was told that I would have a warranty as long as I was paying for the appliance. Now that the appliance is not working there is no more warranty

I was told that I would have a warranty as long as I was paying for the appliance by my sales person [redacted]. Now that the appliance is not working there is no more warranty it expired in [redacted] of this year but I am still making payments. I spoke to [redacted] at the location today to explain to him I did not understand and what I was told and he continued with your warranty expired in [redacted]. I purchased a brand new [redacted] refridegator from Conns in [redacted] and it is not cooling now what so everDesired Settlement: I just want the appliance fixed.

Business

Response:

Review: I purchased a refrigerator on [redacted], and was promised a rebate on the delivery of $79. I mailed the rebate form and appropriate paperwork on [redacted], and it was supposed to take 6-8 weeks. On [redacted], I called the Conn's Rebate Center ([redacted]), and they informed me that they had mailed it. I told them that I had not received it. They said that they had sent it to my physical address, instead of the mailing address I had placed on the form. They then said it would take another 10 weeks to remail a new check, and that this would be approximately [redacted]. I called again on [redacted], because I still had not received the rebate. At that time they "discovered" that once again they had sent it to the wrong address. They told me it would be another 10 weeks...! At this time, I have not received anything, and all emails I have made to their rebate center come back with the same excuse that it will "be in 10 weeks." I have filed a complaint with the Texas Attorney General's Consumer website. I have received several calls from their rebate center, but no one can expedite this process or tell me when I will receive the rebate. I don't think they intend to rebate this.Desired Settlement: I want the promised rebate of $79, and no more excuses.

Business

Response:

Review: This has to do with a [redacted] washing machine that was purchased from Conn's [redacted]. I purchased an extended warranty and when it expired purchased another one. The washer has had numerous issues and had to be repaired several times. With the 2nd extended warranty, they had repaired in a timely manner except now. On [redacted] I called in a repair order, the repairman came out on [redacted] and said they would order a transmission for the machine. I waited two weeks and had not heard from them, when I called they gave me the excuse the part wasn't in and since then have given excuses of why they can't repair it. We are in the 4th week, still no repair now they say the part won't be in until [redacted]th.Desired Settlement: I want the washer replaced due to it being a lemon.

Business

Response:

Review: My husband and I purchased the extended warranty an extended service plan for our computer and television set in [redacted]. The [redacted] informed us that if we decided not to keep the service plan and did not use we could get a full refund. The computer service plan cost 299.99 + tax for a total of 324.73, I received in refund only 256.68. The television service plan cost 529.99 + tax for a total of 573.71, I received a refund of 493.32. I called the Customer Relations department and was informed the amounts were prorated and there was a 25.00 cancellation penalty. The [redacted] did not inform us of any of these penalties or any prorated deductions. Furthermore, he failed to provide us with documentation nor did we sign anything agreeing to these terms. I explained everything to the Customer Relations rep [redacted] in the Beaumont office however to no avail. I advised her that this was blatant FRAUD and I wanted all of our money back. I have requested a supervisor to return my call however no one has called.Desired Settlement: We want all of our money returned. We are due an additional refund of $148.44.

Business

Response:

Review: Bought washer and dryer from Conns. At pick up I was told the items were not in stock and was given the floor model. A month later dryer stopped working. A technician came by and said he had to order a part which would take 10 days to get in. After a month, I called to check status and was told part was canceled because I was given a replacement dryer and to call store. I called store who said they exchanged the dryer but I never got a new dryer. I call corporate office and now they said that the part was in and that a time had been scheduled for repair. I never got a call. I have been going round and round with both store and corporate. No one gives me a straight answer and my dryer is still not repaired .Desired Settlement: I do not want to deal with this company again. Customer service is horrible. I do not want to go through this if I keep items and they need repair in the future.

Business

Response:

Review: I called on Monday morning for service on a refrigerator I had purchased from them and paid extra money for an extended service policy also and the lady I talked with , I though was transferring my call to their service department , did not , she hung up, and I had to call back to find out what was going on! Then the lady I spoke with this time said it would be within 24 to 48 hours , I would get a call to schedule an appointment to come service my refrigerator. And it was near the holiday and I mentioned that to her and she said they were working the holiday. So I said ok and concluded the call. Over 72 hours and heard nothing from them to schedule an appointment. after 48 hours I called them back and was told my service was pending, pending what I ask! Pending on finding someone in my area to come service my refrigerator. Over 72 hours now and nothing, called back same old answer no place to store my food now and the lady I spoke to there really didn't care if I got it fixed or not! I paid hard earned money for this refrigerator and the for their extended service policy and they don't really care! And looks like I will be looking into third party assistance in this mater! Thank you for your help , and post for others to see this to warn them of doing business with Conn'sDesired Settlement: Refund all my money this refrigerator and taxes and for extended service policy money I paid for this piece of junk refrigerator and their lousy service!

Consumer

Response:

Has not been resolved, has not been fixed ! sent people out to fix and they were looking for reasons not to have to fix to blame for the fault of it's failure! Will seek third party assistance this week in this matter, as I have not heard from them, I called the person that came out and she was complaining about how wet it was around my yard and that they would not come back out, and had she paid attention to weather, as we had gotten a considerable amount of rain! Had they gotten hold of me before they left I could have told them to come after it has dried out and to schedule an appointment for a better time, and I did tell them that it was very wet, and they said they were already on the way here when they did get make contact with me! Being considerate when here then doing an about turn after they had left and being very inconsiderate of the matter! Lousy service you get after you pay for it , they got your money and could careless, they are two faced dealing representative's and employee's!

Business

Response:

Review: I purchased and had delivered by Conn's a chest of drawers/bunk beds combo for my girls, ages 14 and 9 in 2013. They needed more space in their room and these items allowed for them to place their clothes. A few weeks later, I noticed a small crack in the middle of the chest of drawers. The damage was significant enough that it caused several drawers not to open or close properly. I didn't immediately alert Conn's of this. When I did Conn's sent a person to look at it with the idea that something would be done to fix it. Weeks passed and I never heard from the man who inspected the drawer, nor Conn's. In 2014 when I went the Conn's in Baytown where I purchased it, the woman at the customer service counter read from a computer that the merchandise didn't meet repair standards despite having a warranty. I am still paying for these items and it seems unfair to me that I should still pay for a damaged product that was not caused by my children. Most of the damage is inside the drawer and it doesn't seem that it would take a lot of work to fix this. I have been a Conn's customer for years and had friends who were work associates with the business. They tell me in confidence that Conn's is notorious for not being there for its customers when matters such as these arise.Desired Settlement: We would like someone to fix it.

Business

Response:

Thank

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

show on 5/03/13, Mrs. [redacted] purchased a Trendwood Visions bedroom

set which included eight pieces; twin/full frame, twin/full ends, dresser, two

draw dresser, full slat kit, twin slat kit, mirror, and a stairway chest with a

limited 1-year manufacturer warranty on all pieces. Mrs. [redacted] elected

to have her item(s) delivered bringing her purchase total to $1,872.65.

Our records indicate Mrs. [redacted] was scheduled for delivery and received her

item(s) on 5/03/13 in good order. On 11/04/13, Mrs. [redacted] contacted us regarding her

dresser; stating it was broken and the wood was chipped. A service call

was scheduled on 11/19/13; upon inspection the service man found the frame

board on the dresser was broken in half. Mrs. [redacted] alleges that the damage

to the dresser was caused during delivery; Mrs. [redacted] stated during delivery

a delivery person dropped the box and she did not recognize the wood was

cracked and broken in half. Our records show Mrs. [redacted] signed her

delivery ticket acknowledging items were received in good order. Mrs. [redacted] also stated to the service man

that the mirror was foggy however; the service man did not find any issue with

the mirror. Our records show we attempted to contact Mrs. [redacted] on 11/25/14, to

inform her that the damages found in the report were not covered under the

manufactures warranty. Therefore, we are unable to honor Mrs. [redacted] request for

a repair/replacement.

If we

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

Kind

regards,

Conn’s

Customer Relations

Review: For approximately two months I have repeatedly contacted Conn's in regards to a property insurance cost added to a financed purchase of a mattress and box spring in the amount of $2143.00 (approximately). I faxed in the request proof of property insurance to hav the charge removed. I brought the documentation to a local Conn's to fax to the Insurance department. After two or three additional calls I learned that the document was not received. I then request that State Farm fax a copy of the proof of coverage. I later called to confirm the document was received but the account was not adjusted. I was assured by two separate manager's that once the insurance associated charges were removed from the account my balance would be $795.99. In good faith, I paid that entire balance 8 days before the pay off balance due date on March 15th. On March 27th, after making another call I was told that the proof of insurance was received by Conn's and applied on March 24th. However, the account was closed on the 23rd and would need to be re-opened to adjust the balance. I was advised at that time to allow three business days for the adjustment to be made. When calling today, April 4th, I was told (after being transferred literally 5 times) that the balance would not be adjusted off of the account because the March 23rd deadline had lapsed. I was also told that the remaining balance just needed to be adjusted off by a Customer Service Manager. Lastly, I spoke to a representative and Customer Service manager who both told me that the remaining balance was the result of a ten dollar balance being left on my account at the time of March 23rd (the due date) in addition to interest associated with that amount. I explained my frustration to the manager who did nothing but tell me that it would take an additonal 24 hours to pull the calls to verify all of what I had stated and then later a request could be made to write off the remaining. I explained to her that this process has been outdrawn and I wanted the issue resolved today. I also explained the inconsistent information I had received from as many as 7 or 8 Conn's representatives. I have no intentions at the present time to patronize this organization again. The service is poor and based on the inaccuracy of information, condescending tone, and lack of urgency of the leadership the management team is poor as well and poorly selected.Desired Settlement: I would like an apology for the unnecessary, unreasonable, undue stress placed on me as a consumer having adhered to the terms of my purchase. Secondly, I would like the issue resolved expeditiously as it is beyond long overdue. Secondly, I would like financial compensation appropriate for having been burdened with consistently having to follow up with Conn's to resolve an issue complicated and repeatedly miscommunicated by the organization.

Business

Response:

Thank you for the

opportunity to respond to [redacted] concerns regarding account

#[redacted] and her request to remove the interest charges from her

account. According to our records, Mrs. [redacted] signed a 32-month

installment loan contract, which included a 12-month no-interest

promotion on March 23, 2013.

According to our records the property insurance has been removed from the account as of March 26, 2014.

The total invoice amount for Mrs. [redacted]’s merchandise was $2143.34.

Mrs. [redacted] paid a total of $2134.34which left an invoice amount due of

$9.00. The account currently has an outstanding balance of $875.55.

However, as a goodwill gesture we are crediting the $9.00 remaining on the invoice and we will fore go the finance

charges of $875.55 and close the account. Once the account is closed, we will send a copy of the account ledger and a close out letter to retain for her records.

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

Consumer

Response:

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

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

Regards,

This is not my first time hearing a response similar to the reply provided by the Conn's representative. However, I have yet to see the manifestation of the resolution that has been discussed. Once the promised resolution occurs I will accept the response and respond stating such. Regards, [redacted]

Business

Response:

Thank

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

regarding account #[redacted] and her request to remove the interest charges from

her account. Mrs. [redacted] signed a 32-month installment loan contract, which

included a 12-month no-interest promotion on March 23, 2013.

According

to our records the property insurance has been removed from the account as of

March 26, 2014.

The total invoice amount for Mrs. [redacted]’s merchandise was $2143.34. Mrs. [redacted]

paid a total of $2134.34which left an invoice amount due of $9.00. The

account had an outstanding balance of $875.55. However, as a goodwill gesture we

have credited the $9.00 remaining on the invoice and have reversed the finance

charges of $875.55 and closed the account. Mrs. [redacted] will receive a close out

letter within 30 days confirming the account has closed.

We

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

she experienced concerning this matter.

Review: They were advertising a free TV with $2000 purchase and I purchased over $4000 the salesman forgot to put it on contract. I went back about it and was told I couldn't get it so I called corporate who told me I should get the TV but to go thru store manager. Went to store manager who told me yes I would get it but to give him a couple days to get approval from corp. he of course never called me back so I finally got ahold of him and was told no I would not get the TV...Desired Settlement: I want the free TV that was offered with my purchase

Business

Response:

Thank you for the opportunity to respond to

Ms. [redacted] complaint. Our records show

on 11/30/13, Ms. [redacted] purchased a furniture set with us on two separate invoices. The promotion at that time required the

purchase of a full furniture set to qualify for a free television. Although, we

are unable to determine why the set was split into two invoices we did find the

free television wasn’t placed on either ticket.

We sincerely apologize to Ms. [redacted] for

the error and inconvenience she may have been caused. Ms. [redacted] has been contacted and is aware

we will honor the promotion that was offered at the time of purchase. Ms. [redacted]’s delivery is scheduled for

5/8/14.

If we

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

Kind regards,