Conns Appliance, Inc.

Review: Conn's did NOT hold up to their warranty as promised in their mission statements!!!

I purchased a mattress, box spring, and bed frame from Conn's on [redacted]. Model #'a are as follows: queen mattress #[redacted], queen box spring # [redacted], ( problem ) bed frame - no model # due to Conn's NOT putting it on the bill of sell! I did not know that it was not on the bill of sell. Which in lies the problem! I can not get Conn's to cover the BROKEN box spring due to the negligence of an employee NOT putting it on the bill. I NEVER realized that it was not on there until the day I went into the store to file a complaint. I was informed that the due to the bed frame NOT being on the bill of sell, they could NOT warranty the box spring. As well as the bed frame was delivered with ONLY 4 feet and NOT the fifth foot in the middle of the bed to support the box spring! So, in return my bed frame is missing the middle foot to support the bed, WHICH CONN'S STATES I DID NOT GET FROM THEM! WHICH , I DID NOT HAVE A BED FRAME JUST LAYING AROUND!! THEY DELIVERED ME ALL THREE PIECES, EVEN THOUGH THEY SAY THEY DID NOT! Second of all my box spring is broken underneath due to the lack of the 5th support foot and to TOP IT OFF MY MATTRESS HAS A HUGE DIP IN THE MIDDLE!!! I pay my bill on time EVERY MONTH!!! I bought ALL the coverage they offer! WHICH IS NOT HELPING ME A BIT WITH THESE ITEMS! I am not asking for anything for free, I just wanted it replaced. OH AND TO TOP THAT OFF! When the warranty specialist came out, he informed me that the mattress was 1 1/2 compressed on one side and 2 inches on the other side BUT did not put that in the report per the men at Conn's store in [redacted]!! I AM VERY UPSET THAT I CAN DO EVERYTHING THAT I AM SUPPOSE TO AND MAKE SURE MY FURNITURE IS COVERED EVERY WAY POSSIBLE BUT THEY CAN NOT HOLD UP THERE END OF THE BARGAIN! I also contacted the warranty service department for Seally and they will NOT cover the mattress as well due to the box spring AND THE FACT THAT I BOUGHT A MATTESS WITH A LAW LABEL! I HAD NO CLUE WHEN THE WARRANTY SPECIALIST FROM CONN'S ASKED ME WHERE MY LAW LABEL WAS FOR THE MATTRESS. I DID NOT KNOW WHAT HE WAS TALKING ABOUT! HE SAID THE MATTRESS SHOULD HAVE CAME WITH A LAW LABEL! I said what you see is what you get, I bought the mattress just like this and DUE TO THE LACK OF THE LAW LABEL AND THE BED FRAME. I CAN NOT GET SEALLY TO COVER THE MATRESS EITHER!!! I would like to get help getting this resolved. I informed Conn's that I will continue to pay my bill on time every month as I always have! But informed them that as a company, THEY SHOULD HAVE TO HOLD UP THEIR END OF THE BARGAIN AS WELL!!!Desired Settlement: I would like my mattress, box spring and bed frame replaced. As I have paid for the extra coverage and I am being punished for the negligence for an employee at Conn's

Business

Response:

Review: I had a washer and dryer installed and the delivery man placed the seal on too tight. The dryer has a steam option and the seal broke and water flooded my washroom as well as traveling to the master bedroom carpet and molding and my clothes had mildew all over them. I contacted Conns before things got worse for them to repair it and to date they have not done anything. I first reported this issue to them on [redacted] and the repair man fixed the seal on [redacted] but no one has addressed the issue of the water, mold or mildew.Desired Settlement: I would like for my carpet to be cleaned as well as the floors in my washroom. I would also like to have my clothes and shoes cleaned and if the stains are not able to be removed I want the items replaced.

Business

Response:

Review: Great Morning,

My name is [redacted] and I reside at [redacted]. My telephone number is [redacted] I'm complaining about Conn's customer service and product.

On March 8th, I recieved a brand new GE digital Washer & Dryer and also a GE black refrigerator. Shortly after receiving this merchandise (8 to 9 days later) it started leaking over my entire kitchen floor. We contacted the Service department at Conn's and it took about 3 days to get a tech guy out. The tech guy came out and stated whomever installed the merchandise stripped the valve and it would need to be replaced. (1st VISIT) It would also take about 2 weeks to get the part delivered to my home and for the new scheduled appointment. I then contacted Conn's regarding this issue and was given a $50 gift card (which CAN NOT be used toward my bill or outside Conn's store- not failing to mention Conn's don't have nothing in their store for $50 dollars or close to it) and I accepted that because that's all they seem to be willing to offer. Now two weeks later the new tech guy comes out to repair this valve on this NEW washer and NOW the NEW washer won't even turn on. (2nd VISIT) This new tech guy states that the MOTHER BOARD needs to be replaced! THE MOTHER BOARD, doesn't mother mean the main factor of the washer? The NEW WASHER.. out the box in front of my home 3 to 4 weeks ago needs a NEW MOTHER BOARD! OK... I now have to wait another week to receive a new part and another appointment. Now my bill is due... I attempted to call my local store, the customer service line and the corporate office. No accommodations could be made toward or on my bill. I paid my entire bill without using my entire service. Now today a new tech comes out to replace this BAD mother board to now it's something wrong with the motor. (3rd/4th VISIT- Came out twice for the motherboard) I called Conn's and was immediately spoken to in a rude demeanor. Like I tore the NEW washer up. I asked if they would just replace the merchandise... I was then told, "One part has to break down 3 times in one year to get a replacement or the tech has to state it's non-repairable." (While still making payments, missing work for repair people and going to my local laundry mat) A representative then stated AGAIN in a rude tone... Mrs. [redacted] you can either get it service or do a voluntary repossession. I then asked if they would just allow me to use a temporary washer until this is repaired and bring it back when it was fixed. That way I could be getting what I need while they are repairing what they need. I was told they don't do that either, and she rudely repeated my options again. I said well come get the washer because I refuse to keep missing work or making payments for something NEW to be wrong with your NEW washer every visit. I was then hit with another whammy.... they will not come and get the washer only... they will get all of my merchandise... Fridge, Dryer and washer and charge a restorage fee and put the entire charge on my credit! FOR A BROKEN NEW WASHER!

I would just like for them to get this washer and replace it with the same model NEW WORKING WASHER; or get this washer and repair it on their on time and send me a temporary washer in the mean time so I can be comfortable paying my bill for what I wanted. A WORKING WASHER.Desired Settlement: Unspecified

Business

Response:

Thank you for the

opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 3/7/15,

Mrs. [redacted] purchased a GE washer and dryer both with a 36-month Repair Service Agreement

Plan. Mrs. [redacted] products was delivered and received in good order on 3/8/15.

After further review of

Mrs. [redacted]’s service history, Conn’s has agreed to exchange her washer. Mrs.

[redacted] will be contacted by Conn’s delivery team to schedule a date to pick up

the defective unit and deliver a new washer (same model). We sincerely

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

If we may be of further assistance, Mrs.

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

Review: On July 3, 2014, I entered the Conn's at the [redacted] to purchase a washer and dryer set. After the order was completed and set-up for delivery on July 5,2014, everything should have be set. The washer and dryer was to be delivered to address other than mine. On July 5,2014, I received a called that the my delivery time period would be between 9am - 12n. Needless to say, with many call to Conn's on the status of the delivery in which I had communications with [redacted], Jeff, [redacted] and [redacted] and still did not get the delivery until 6 pm that evening and then had to be rushed because the person that was receiving the delivery had to leave for work. I was told my [redacted] (Manager) that I would not be charge for delivery. I was told that the delivery truck had broken down and they had to get another truck and as I stated it not my fault that the truck broke down. Because representative Conn's have no communications skills, this situation could have been handled differently. All they had to do is to keep the customer inform of the situation. Secondly, I have been doing business with Conn's for many years and never had a problem; but then I receive a credit card in the mail that I did not apply for, but the washer and dryer is charged to that account. I was waiting on the coupon booklet as always.

Order_Number: [redacted]

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

I received my bill and I do not see any adjustment for the delivery charges and that should have been removed.

Business

Response:

Thank you for the opportunity to

respond to [redacted]’ complaint. Our records show on 7/03/14,

[redacted] purchased a LG washer and dryer with a 24-month Repair Service

Agreement on both items and elected to have his items delivered. [redacted] was financed through GE with a 24-month cash option and signed his

application acknowledging his approval. Although [redacted] did apply for

credit with Conn’s we were only able to offer 6-month cash option oppose to GE

24-month offer. Unlike Conn’s Retail Installment Contract, GE sends

monthly statements oppose to a payment booklet. At the time of purchase

[redacted] was offered free delivery. The standard delivery charge was

waived however [redacted] was charged $59.95 since the washer and dryer was

being delivered upstairs this is considered a Complex Delivery and not included

in the Standard Delivery charge. After researching [redacted]’ complaint

Conn’s has agreed to honor his request and refund the complex delivery fee; a

credit of $64.90 which includes taxes has been processed to his GE

account. Please allow 7-10 business days for the refund to be received.

We sincerely apologize to [redacted] for his experience and any inconvenience

that has been caused.

If we may be of further

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

Kind

regards,

Customer Relations

Review: I purchased a couch, washer, and dryer from this company. I was told at the purchase time that if I found the items at a cheaper price just to bring in the proof and they would match it as well as and extra 10%. I did find both the washer and dryer for $80.00 less than Conn's at Best Buy. I took screen shots of the same exact model as mine with the price on it. I took this to them. They said it had to be on paper, changing again what I was told, so I walked two stores over to the Best Buy and walked to the appliance department. I took pictures of the floor models of the same exact washer and dryer as well as I had to Best Buy employee print out something showing that it was cheaper. They again said they wouldn't accept that because it wasn't a weekly ad in the paper. This is ridiculous if you say you'll price match something then do it. Also, when I was in the store waiting for the manager he was out to lunch. I was on the phone with the corporate office, they called the store while I was on hold and I was within ear shot of the phone call and listened as another worker answered the call claiming to be the manager and that he was on lunch and would be back shortly. I never did get to speak to the manager. Also, when the "manager", the guy who claimed he was to the corporate office, and a sales rep came over to talk to me after more than 30 mins. both of them looking very desheveled and reeking of alcohol and looked like they slept in their clothes. I called the corporate office back to complain and again I got the run around about the policy. If you really expect me to continue doing business with your company you shouldn't be splitting hairs about a weekly ads over the actual price tag showing proof. I am a disabled combat veteran and I am unable to work so I'm on a fixed income. I make it a point to try and cut my costs as much as possible so I got excited when I found this. The company should honor what the sales rep promised and quit being shady. I'm not the only person to complain of this.Desired Settlement: They need to match the price that Best Buy advertised plus the 10% that the company promised. I also want the company to look into their employees being drunk while dealing with customers. These are very poor business practices and I will not recommend them to ANY of my family and friends.

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted] complaint. Mr. [redacted] has been contacted by the Oklahoma district manager regarding his concerns and Conn's has agreed to honor his request as a goodwill gesture. If I may be of further assistance Mr. [redacted] may contact me at 1-800-280-1514 ext 3277.

Kind regards,

Customer Relations

Consumer

Response:

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

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

Regards,

I haven't been contacted about refinancing for the lower payment. I already have a contract for a lower payment. My balance was lowered due to taking more than one thousand dollars in forced 4 year warranty plans. Then I had to spend more than a week messing with that instead of it not bring made part of my plan from day one. Than after making complaints about them not price matching two of the products I purchased they finally did. Something I didn't say anything about just because I finally got them to do their jobs. The policy is that they will price match plus 10%. I had to fight with them just to price match that I left that part out because this has been one of the biggest pains to get a company to take care of what THEIR policy says. They need to contact the Tulsa store and speak to [redacted] the store manager and he can provide the information on the already updated contract. And I can produce that contract but I've been dealing with the company since October. If they want me to scan and email the contract I will but I refuse to spend any more hours upon hours on the phone with this company trying to get them to do their job. If you could ask them who they want me to email to correct contract to I would appreciate it but every time I call in and they claim they're going to help me I get transferred over and over. I get transferred at least three or four times only to be told it was my responsibility to make their store manager give the new contract to the corporate office. They refuse to contact the store for themselves. I will provide that contract but I will not spend another minute on the phone to end up not being helped and told I have to pay the balance that it was before I had the price matching from. I don't owe 4400. I owe less than 2100. So this is my answer. I will email a copy of the contract to who they want but I will not spend anymore time on the phone.

Business

Response:

Review: I purchased a living room set from Conns and since my initial purchase I have had multiple issues 1. being billed for insurance coverage when I should not have been. I have home owners insurance that covers all my personal property so additional insurance was not needed I have yet to be reimbursed for this cost. 2. defective product. I had the initial living room set replaced within months of purchase due to defects. The second set has had nothing but issues. The maintenance person that came to address issues clearly stated "the furniture was not put together well at the time of assembly which will continue to cause you issues" I now have the same exact issue I was having with the furniture in [redacted] and I am now being told the furniture is no longer under warranty. I am being told that that warranty expired in [redacted] well I have been having this issue well before [redacted] which is clearly documented in their records.dDesired Settlement: I would like to have my furniture repaired or replaced

Business

Response:

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

[redacted]’s’ complaint. Our records show

on [redacted] purchased the [redacted] furniture set which consisted

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

manufacturer’s warranty. We show on [redacted]; the manufacture approved an

exchange on [redacted]’s complete furniture set due to all items were

deemed non-repairable. [redacted] re-selected the [redacted]

furniture set which consist of three pieces (sofa, loveseat and chair) all with

a 1-year limited manufacturer’s warranty and received delivery in good order on

[redacted].

After further research we found [redacted].

[redacted] contacted our service department on [redacted], stating something was

sticking out the back of her sofa. A service appointment was originally

scheduled on [redacted] however; [redacted]’s appointment was rescheduled for

[redacted] due to the serviceman was unable to locate her residence. During

inspection, the serviceman found the frame on the sofa was coming apart and was

able to reattach the loose frame with metal brackets and screws to complete

repairs. We have no indication that **. [redacted] has attempted contacted us

regarding any further service needs on her furniture since her repairs were

completed on [redacted]. Our records show as of [redacted]’s

warranty has expired and no additional coverage was purchase to cover future

repairs.

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

[redacted]’s request for an exchange; based on the serviceman’s report the sofa

was repaired on [redacted] and no further issue were reported regarding her

furniture since her last completed service call. [redacted] no longer has

coverage on her furniture to continue with further repair needs.

If we may be of further assistance, [redacted]

may

contact customer service at [redacted].

Kind regards,

Review: Bought a new [redacted] TV from Conn's on [redacted] in [redacted], on [redacted]. TV is defective out of box. Called Conn's next day, [redacted] to notify store. Was told I need to call back and speak to my salesperson who was off. I called back the next day [redacted], salesperson off again, asked to speak to manager, put on hold, no one came to the phone. I called again on [redacted] and ask for salesperson, [redacted]. Was told he's with a customer. Called back later and he answered, told him issue with TV, he said I would have to pay 15% restocking fee to exchange or call Conn's help desk. Called help desk in [redacted], was told they have to send a service tech to my house. Service couldn't come to my house until [redacted]. Service ([redacted]) showed up on [redacted] and determined TV was indeed defective and stated the LED panel and mother board needs replacing. He said that Conn's has a 24 hour product failure exchange guarantee and wondered why they didn't just exchange it. I told him they put me off for three days when it was too late to exchange. He stated that Conn's do that to a lot of customers, he said they will lose a lot of customers but don't seem to care. Anyway he said he have to order parts for it. Didn't hear back from Conn's service until [redacted] in which [redacted] stated that he has the LED panel but the mother board is on back order. He said will have to wait until the mother board comes in to fix the TV. He said he didn't know how long it would take. I told him I will be on vacation from [redacted] to [redacted]. Conn's called and left messages on [redacted] and [redacted]. I called them back in [redacted] and they said since they couldn't get ahold of me they cancelled my repair order. They stated they have to reorder the parts. On [redacted], Conn's came to house to fix TV. Service tech ([redacted]) said he didn't know I also needed a mother board so he didn't have the part. [redacted] called me on [redacted] and said he's sorry, he was mistaken but the mother board was In the van hidden under other parts. We agreed for him to come back on [redacted]. He came and replaced the LED panel and mother board. When we plugged in the TV, screen was cracked on inside and he admitted the other part was not a mother board when I questioned him. He claimed he didn't know what was going on because he took over the route for another tech, [redacted]. I noticed on the part boxes that they already had defective stickers on them, I took pictures of them. He called his boss and he told him to put back in my original parts and he will submit for an exchange, it will take 4 to 5 days to process. After 7 days, I called Conn's and was told my exchange request was denied and they will continue the repair and order parts again. I spoke to Conn's corp. and they claimed it was [redacted] who denied my claim. I spoke to [redacted]'s Executive Customer relations dept on [redacted] in which they stated Conn's never contacted them about my issue. On [redacted], I will have this TV for 3 months and it's still defective.Desired Settlement: Exchange or money back. I bought a new TV and should have a working TV out the box.

Business

Response:

Thank

you for the opportunity to respond to **. [redacted]'s complaint. Our records show on [redacted]; **. [redacted] purchased a

**” [redacted] Smart television which comes with a 1-year limited manufacturer's

warranty.

We received **. [redacted]'s complaint and found

he has contacted our service department on two separate occasions regarding his

television stating, the unit turns on and off by itself. Our record show on

[redacted], Conn's agreed to exchange **. [redacted]'s television due to the delay

receiving the necessary parts to complete repairs. A service claim

representative contacted **. [redacted] on [redacted] to inform him of the approved

exchange. As of [redacted], we have no records indicating **. [redacted] has processed

the exchange on his television. **. [redacted] will need to return his old

television to his nearest Conn's to initiate his exchange. We sincerely

apologize for any inconvenience **. [redacted] experienced as a result in service

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.

Review: I purchased a couch and loveseat from Conn's in 7/2014. Since, July I have called the office eight or nine times. They sent a technician out stating that the new furniture I just purchased was not any good and he could try to fix the broken arms and broken legs. Now after several months of complaining and speaking with the manager I am told that only the love seat can be repaired and nothing for the couch can be done. I purchased both the love seat and couch new and I should not have this problem at all. I should be given a new replacement living room suite without having to pay another deposit. This is the second living room I have received from Conn's and I am still having problems.Desired Settlement: I am requesting that Conn's replace the new furniture purchased in 7/2014. I called the company and complained in 8/2014, less than 30 days to inform them the couch was broken. I have pictures of the furniture that can be provided upon request.

Business

Response:

Thank you for the opportunity to

respond to [redacted] complaint. Our records show on 11/12/13, [redacted] purchased a [redacted]

furniture set from us which consisted of two pieces; sofa and loveseat with a

48-month Furnituregard Plan. [redacted] elected to pick up her

furniture. We show on [redacted] elected to pick up her sofa and loveseat

from her local warehouse located in [redacted] signed acknowledging

her sofa and loveseat was received the warehouse in good order.

We received [redacted] complaint and found due to prior issues with her [redacted] furniture set dated

from 1/06/14; on 4/09/14 an exchange was approved for [redacted] to re-select a new furniture set. On 4/21/14, [redacted] elected a [redacted] furniture set which consisted of two pieces; sofa and loveseat with a

48-month Furnituregard Plan. [redacted] also elected to pick up her

new furniture set from her local warehouse in [redacted] signed

acknowledging her sofa and loveseat was received from the warehouse in good

order.

After receiving [redacted] complaint and reviewing her service history Conn’s has agreed to exchange her

loveseat; the sofa at this time does not qualify for an exchange and is

repairable, we will continue with repairs. [redacted] has been contacted

regarding this matter.

If we may be of further

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

Kind regards,

Review: I opened a 0 interest account back in 2013. I have been trying since Dec/Jan to change my due date from the [redacted] to the [redacted]. I call in and I'm told to post date a check and then a request will be put in. This happened in Jan and Feb - in Feb I was assured that the request would be put in however, it wasn't I received a call today and was told that the request was denied and that my account is now no longer on the zero interest plan either - I am now on the 36 month plan with interest. This is not acceptable. I was told things would happen and they did not which now has my account past due. I also was never informed that this change had taken place. I feel like this is a tactic used in order to make people late - as I also can not log into the online account with out having to call in and have my password reset each time.Desired Settlement: I would like for my due date to be changed from the [redacted] to the [redacted].and for my account to go back to the zero percent interest plan that I originally signed up for.

Business

Response:

Review: 12/18 I called and made arrangements for Conn's to take 43.15 on account [redacted] out of my account on 12/23. I was assured the payment would not come out sooner. I have been very ill and lost my job in June, but I have still made my payments. On 12/19 they attempted to take 46.15 out of my account which there was no money in there and I was charged 35.00 nsf fee. Then, they tried again on 12/20 for 46.15 and I was charged another 35.00 nsf fee. Then on 12/23 they tried for a third time and because I already had 70.00 in nsf fees at my bank it was returned again and I was charged another 35.00 nsf fee for a total of 105.00. I have called at least 5 times and sent 3 letters with copies of the nsf charge and the amount attempted to withdraw. I have also sent a letter to corporate HQ. I received an email today saying that they did attempt to take it out early, but they would not refund my fees. Last week when I called I was told my account [redacted] had been paid and I did not owe the payment. Now, today I'm late for this payment which was a 12 month no interest special purchase. I was determined not to get behind on this account. Now they have screwed me on the account, on my bank account. I have two accounts, [redacted] and [redacted] I paid it on 12/27. I would have paid [redacted] but I was told I did not owe a payment on it. I have been lied to several times. It was their fault because they tried to take the money early. Please help me. I have no more unemployment coming in. I had 3 back surgeries and contract staph in my spine this summer, but still managed to keep these accounts current. I have provided them proof from the bank of the charges that the bank sent me. I don't feel I need to send them my bank statement. The proof came directly from the [redacted].Desired Settlement: I want the payment of 43.15 be credited to my account [redacted]. I want the nsf fees of 105.00 be credited back to my bank account.Please help me.

Business

Response:

Review: I went to conns on [redacted] to order a mattress set I seen online. I placed the order to be delivered on [redacted]. my husband was home when they delivered it and sign for it. I got home that evening and realized that it was the wrong mattress ( we order a pillow top and it was a firm mattress )so I called and spoke to someone and they said that the manager would call me back. So he did call me back and said that he would look into it and he called me back on [redacted] and said he had email the delivery dept and that they had not responded back to him. So he gave , there # and said that if he didnt call me back tomorrow to call them.So the manager didnt call me back on [redacted] or [redacted]. So on [redacted] I called the delivery dept and they took my # and said a manager would call me back so no one has called me back from the delivery dept. So on [redacted] around 2:52pm I called the conns where I bought it and spoke to someone and they said the manager was busy and he will call be back . The manager called me back around 9:17 pm and stated that they were still looking into it and that they were looking into where my mattress went and didnt know when it would be resolved. as of today [redacted] at 8:48pm , I still havent gotten a call on when I would get my mattress I paid for.Desired Settlement: Refund

I would like a refund for my delivery charge and get the mattress I paid for or they can pick up what they delivered and I can get a mattress somewhere else.

Business

Response:

Review: In April I went and purchased a sectional recliner sofa and end tables n cocktail. Its value of $4530.15 n with insurance n stuff came out to $6614.72.

In Sept. I noticed the love seat recliner had came apart at the seams. I called Conns service n they scheduled a service call for Oct. On the day of the service guy was suppose to show up. Service guy cancelled. So I was told to make another service call. I Called back n made another one. Well I was told that serve tech only comes our way once a month so the schedule it for Nov.19 or so.

Service guy comes out looks at it n says its a manufacturers defect. Took 2 pictures n said they will order the part n have it sent to my address n when it arrives. Then I need to call them n set another service call then they will set a time to come out n have it fix. I have a witness on the day the service guy came over. N stated it was a defect.

Conns told me on the phone that service guy didn't write that on his notes.

Here it is Dec. 1, 2014

N still no repairs fixed. I called today on Dec1 and ask to speak to a manger or supervisor. I spend all day talking to like 10 different ppl. I wanted to return furniture n get a refund cause of poor unsatisfactory products.. Less than 6 months n it has come apart n its been about 3 months since I've placed a service call n still no repairs done.. Poor quality products, that didn't even hold up 6 months n poor service calls n repairs not even done.. They are not holding up there side of service in a timely manner.. Its under warranty n I purchased insurance for it..

I would be happy to send it back n get a refund..Desired Settlement: For Conns to give me a refund for total amount and they can take it all back.

Business

Response:

Thank you for the opportunity to respond to [redacted]

complaint. Our records show on 4/16/14; [redacted] purchased the [redacted] furniture set which consist of three pieces (sofa, loveseat, and wedge)

all with a 48-month [redacted] Plan, and received delivery in good order on

4/24/14.

We received [redacted] complaint and found she contacted

us on two separate occasions stating the back of the sofa was coming apart on

the right side.

Review: We purchased a couch on 3/*/2014. Todays date is 3/**/2014 and we havent been able to sit on the couch since last week. There is a spring or somethig metal trying to poke out of the back of the couch and when you sit on it..it really pokes out. We have been told we have to move out of our rent house by the first. When I called last week on the couch they told me someone would call me back and never did so this morning I started calling. On the back of the Conn's packet we got it says there is a 30 return policy if there is a manufacters defect. All I wanted was them to come look at it before we moved so they would know what was wrong with it...when I called they said that the earliest I could get them out there was 4/**/2014..and if we moved that couch it would/could void the manufacturers warranty. Well, 4/**/2014 is past the 30 day return policy and if I move it and it voids my warranty, then we are stuck with a couch we can't sit on. I called the store and the store said they couldnt take a return at the store unless the service people told them that it was bad and since the service cant get out there until 4/*/2014, it would be after my 30 days.Desired Settlement: I just wanted them to replace the bad part of the couch. I want them to come look at it before we move so that we still have a warranty.

Business

Response:

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

3/7/14, [redacted] purchased a United Furniture SOHO Cardinal sectional which

consisted of 3 pieces (right sectional, left sectional, and ottoman) with a

limited 1-year manufacturer’s warranty. On 3/**/14, [redacted] contacted us

stating that wire was protruding through the leather on the backside of the left

sectional. On 3/**/14, we attempted contacted [redacted] to discuss his

concerns but he was unavailable however, we spoke to [redacted] in regards to

this matter. We educated [redacted] that the manufacturer’s warranty will not

be voided because they are moving and we reminded [redacted] of their

scheduled service date on 4/**/14 at the new address provided.

If we may

be of further assistance, [redacted] may

contact Customer Service at [redacted]

Kind regards,

Customer Relations

Review: On [redacted] I went into Conns to make a payment on two separate accounts. My first account# [redacted], second account# [redacted]. A total of $[redacted]. At the time I made the payment the employee asked me if it was ok to apply both accounts in one transaction into my bank card I said yes. I left the store and went on too run errands. My additional 5 transactions that day were placed in non sufficient status after a double transaction of $[redacted] was placed into my bank card. A few days later they released the second request which didn't help the bank had already collected the non sufficient funds from my account. I called ###-###-#### spoke with [redacted] on July 14 and reported the mistake they made I was asked to fax them proof of the transactions. July 22 I faxed the bank copy that I was given along with a typed letter of my complaint to seek the non sufficient funds of [redacted] that was accrued by their mistake. Since I have made numerous calls to have them say that it has been denied.I was asked for bank copies with letterhead which I had to make a second trip to the bank. I have been very stressed out with this situation and have worsened my depression.I am only seeking what I had to pay for NSF to my bank for their mistake.Desired Settlement: I want a refund of $125.00 returned for non sufficient funds accrued by them freezing my bank by double payment applied to the account.

Business

Response:

Thank you for

the opportunity to respond Mr. [redacted]’ concerns regarding his account. Mr. [redacted] stated he made two payments that

totaled $[redacted] on [redacted]. The

cashier in the store applied both payments to one transaction. He stated the payments totaling $[redacted] was

processed twice which caused his checking account to become overdrawn. Mr. [redacted] would like the NSF fees in the

amount of $[redacted] refunded.

According to

our records, Mr. [redacted] made payments in the store totaling $[redacted] on [redacted]. Mr. [redacted] called on [redacted] and stated the payment processed on [redacted] caused his checking

account to overdraw. We asked Mr.

[redacted] to fax in a copy of his bank statement for review.

We received a

copy of Mr. [redacted]’ bank statement on [redacted] Per our records and Mr. [redacted]’ bank

statement, the payment or $[redacted] only posted to his checking account one

time.

We are unable

to refund the NSF fees Mr. [redacted] is requesting because only one payment was

drafted from his checking account. If

Mr. [redacted] feels he was charged the NSF fees in error, he will need to dispute

the fees with his financial institution.

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,

The second payment applied to my account froze my funds therefore not allowing my 5 transactions to clear. The Bank gave me proof that two payments were applied only one was completed. I submitted this proof twice to Conns. According to my bank they were at fault by submitting the payment twice. Had only one payment been applied my 5 transactions would have cleared. I want my $[redacted] returned. I was burdened financially at the time this occurred. I feel it is not right for company's to expect customers to be held responsible for the mistakes their employees make. This money may not matter to you but I work hard for my money and expect it back.

Business

Response:

Thank you

again for the opportunity to respond to Mr. [redacted]’ concerns regarding NSF

fees he received at his financial institution.

Conn’s is

unable to refund the fees because we only processed the payment to post from

his account one time.

If Mr.

[redacted] feels the NSF fees were charged in error, he will need to dispute the

charges with his financial institution.

Review: I purchased livingroom funiture, a leather couch and two leather chairs, in [redacted]. in m[redacted] the leather on all three items was fading. I called and they sent somebody out to look at the funiture. at that time I was told I could return the items for store credit. I purchased new furniture and was billed for the new furniture as well as the originaly purchased items. I paid for both sets of furiture for a couple months before I realized it. I called again to straighten it out and they took the original items off but did not honor the store credit. I am being overcharged and mislead. my credit score has been negativly effected by their mistakeDesired Settlement: I expect a full refund

Business

Response:

Review: Bought a refrigerator from Conn's on 08/29/2014 for x amount of dollars. Received monthly email from Best Buy advertising their Labor Day sale which ends Sept 6th. I looked at their on line advertisement and saw the exact model number refrigerator I purchased at Conn's. Best Buy has it for $390 cheaper. Conn's low price guarantee promises that their price is the best in town for 30 days of purchase. States that if you find the identical item in stock and available for immediate purchase from a established merchant, which I do believe Best Buy would meet and exceed that requirement, simply bring in the advertisement and Conn's will match the price plus give you 10% of the difference. Then it continues in saying the product price guarentee will be honored when you bring proof from an established merchant presenting this information. I went to BestBuy and they printed me out the refrigerator model number, price and proof that it can be delivered from them to my house by Wednesday Sept 3rd. I did exactely what the guarantee stated. I went to the store of purchase and talked to the store manager and he said there's nothing he could do because its not a printed advertisement showing the refrigerator. He said the stores website or the printed document I had from the store would not work. I explained to him that every item a store has on sale cannot be put in a mail out advertisement so stores use websites now. Example, I showed him Conn's own advertisement showing their sales for this week. There were 3 refrigerators in the adversment but the one I purchased was also on sale from $2299.99 to $1799.99 but wasn't in their own printed advertisement but showed on their website as on sale.

The refrigerator referenced is a Samsung white French door model number [redacted] Best Buy has it for $1409.99.

All I want is for Conn's to honor the price match they guarentee. I have spent almost $4500 with this company in the past 2 months and have complemented on the service up to now.Desired Settlement: To have them to stand up to their price match guarantee.

Business

Response:

Thank you

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

8/29/14, Mr. [redacted] purchased a Samsung refrigerator with a 1-year limited manufacturer’s

warranty for $1799.99. Mr. [redacted] went into his local

Conn’s store with printed documents from Best Buy in attempts to take advantage

of Conn’s Price Guarantee which states: “Conn’s

promises for 30 days from the date of purchase that our product prices are the

best in town. If you purchase a product from Conn’s, then ?nd a lower price on

the identical item in stock and available for immediate delivery from an

established merchant (excluding warehouse clubs and internet competitors),

simply bring us the advertisement showing the exact model number, price and

proof that it is in stock and available for immediate delivery. Conn’s will

match that price plus give you 10% of the difference. Mr. [redacted] was informed

that we would need the advertisement from Best Buy to honor their price;

printed documents are not acceptable forms and we do not honor internet prices.

After further review, we show the refrigerator Mr. [redacted] purchased was marked

down with Conn’s for a Labor Day special therefore, as a gesture of goodwill, we

honored Conn’s price and Mr. [redacted] received the refrigerator for $1569.99. At

this time we are unable to honor Mr. [redacted]’s request to price match Best Buy

price due to an acceptable form of advertisement was not provided.

If

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

Kind

regards,

Review: I purchased a washer and dryer from Conn's. We also purchased the stands to go with the washer and dryer. A couple of months later the washer broke down. Conn's sent out a repairman on 6 seperate occasions. The first said he needed to replace a part, the other repairmen did not have the right part. They stated that the wrong parts was ordered. Although we have a warranty, Conn's refused to replace the machine because they stated that the machine is no longer 899.00 which is the price we paid for it. They wanted us to pay an additional 400.00 because they stated that it was no longer on sale for 899.00 but was 1299.My wife and I explained that it is not our fault that they sold us a defective product. This has been going on for months with no resolve. Conn's told us that they will cancel the contract and have someone pick up the washer, dryer and stands due to the fact that we bought it all as a group. To this day, no one has picked up the product. We have been calling every day. Now we are getting harassing collection calls from Conn's. They have reported this on our credit as a derogatory account and are constantly adding late pay for something that they failed to comply with. This experience with Conn's has been a nightmare.Desired Settlement: I want Conn's to pick up this defective product and give me all of my money back. I also want them to remove the false deragotory statements that they reported on my credit. They have defamed my character. I don't want to see anyone else experience the horror that my family did with Conn's. This is horrible customer service

Business

Response:

Review: I purchased a washer and dryer and a laptop from them in May last year. The sales rep told me that I had 12 months same as cash my purchase was about 2000.00 dollars. I feel ill in December and was in the hospital for 46 days. I let them know I was ill. As soon as I came home I called to get my account straight, I was informed that my account balance had almost tripled. I asked how could this be? I could have paid cash for the same items or I could have went to the other predatory lending places like RAC if I wanted to play 5 times the amount for items. They transferred me to a supervisor and she stated that it may not be in the contract I signed but their policy is if you are late over 10 days that your account no longer qualify for same as cash. I explained what the sale rep in the store told me and I should not be responsible for a amount I did not agree too, nor would I have made a agreement to commit to those terms, she told me to "get over it and she was not responsible for any agreement given verbally and that they do not issue the same as cash in writing, but my contact applies all interest". This company is a fraud and they are smart with it because they did not give me the same as cash in my contract so I was tricked into signing for items at more than 5x the value. I am filing a complaint with the AG office because the practices are illegal and predatory. In addition I pulled a credit report and it shows a line of credit for that amount and besides me telling them and sending them hospital records they reported me 30 days late. For this company to say they are a part of family and have shady practices that take advantage of the consumer is illegal and WRONG.Desired Settlement: My account reflect same as cash with no loop holes, credit corrected, and apology for lying to me

Consumer

Response:

The response:

Dear [redacted]

I apologize if you feel that you may have been misinformed. We do provide all our customer a copy of their signed contract as well as supporting documents regarding their new purchase which contains details of their account. You may contact our Customer Service Department at 1-[redacted] to discuss your account in detail.

Thank you,

--[redacted]

Conn's refuse accept responsibility for their sales practices. The 12 months same as cash is not even listed in the contracts. People beware this is only a verbal agreement in which they will find any reason not to honor. Conn have engaged in, and will continue to engage in the unlawful practices set forth below.

Conn's have caused and will cause immediate, irreparable injury, loss and damage to myself, and will also cause adverse effects to legitimate business enterprises which lawfully conduct trade and commerce. Despite the lengthy and high pressure sales presentation, I was not presented with a copy of the actual terms and conditions of the 12 months same as cash at the time of the sale in the store. The actual terms and conditions of the 12 months same as cash are not made available to the consumer and not disclosed by Conn’s prior to the sale. Unknown to the customer at the time of sale, 12 months same as cash contains exclusions, limitations of liability, cancellation penalties, and an arbitration clause—all of which are designed to favor Conn's.

In addition, at the time of sale the consumer is misled to believe that the 12 months same as cash is for 12 months and will cover the product for the one year period; the actual terms of the agreement, are quite different and state that the agreement “expires” upon any payment that is over 10 days late.

That Conn’s refused to honor the terms of agreement and continues to advertise it under false pretense.

Conn's in the course and conduct of trade and commerce, have directly and indirectly engaged in false, misleading and deceptive acts and practices declared to be unlawful by the DTPA §17.46(a). Without limiting the foregoing, Conn's also have violated DTPA §17.46(b), by engaging in the following conduct: false, misleading, or deceptive acts or practices in the course of trade or commerce.

Therefore causing confusion or misunderstanding as to affiliation, connection, or association with, or certification by, another. By representing that goods or services have sponsorship, approval, characteristics, ingredients, uses, benefits, or quantities which they do not have or that a person has a sponsorship, approval, status, affiliation, or connection which he does not. By representing that goods or services are of a particular standard, quality, or grade, or that goods are of a particular style or model, if they are another. By advertising goods or services with intent not to sell them as advertised. By representing that an agreement confers or involves rights, remedies, or obligations which it does not have or involve, or which are prohibited by law. By failing to disclose information concerning goods or services which was known at the time of the transaction if such failure to disclose such information was intended to induce the consumer into a transaction into which the consumer would not have entered had the information been disclosed Because Conn's have engaged in the unlawful acts and practices described above, Conn's have violated and will continue to violate the law as alleged. Stay away from them you will be trapped like me and my family and get nothing but excuses on how they refuse to fix the issue at hand. I am referring this to the Attorney General Office. This predatory to all Texas citizens.

Business

Response:

Thank you for the opportunity to respond

to Mrs. [redacted]’s complaint. Our records show on 7/5/13, Mrs. [redacted] purchased a LG

washer and dryer with a 24-month Repair Service Agreement Plan, washer hose,

dry cord, dryer duct with clamp and delivery totaling $1996.95 with a 12 month

cash option. On 7/12/13, Mrs. [redacted] also purchased a

Sony Vaio Fit laptop and a Trendwood media chest totaling $1407.23 on a Conn’s

installment loan contract. After further review and research, our records

indicate Mrs. [redacted]’s cash option was voided due to non-payments for the months

of December 2013 and January 2014. On2/26/14, Mrs. [redacted] contacted us for

assistance regarding her account; Mrs. [redacted] did take advantage of Conn’s

Extension Plan which allows customers to bring past due account(s) to a current

status. As listed on Mrs. [redacted]’s signed and received contract under “Truth-In-Lending

Disclosure Statement” Late Charge: Section (b): If a payment is not paid in

full within 10-days after its scheduled due date, you will be charged interest

after maturity on each installment not to exceed the highest lawful contract

rate under state law. At this time, we are unable to honor Mrs. [redacted]’s request

to reinstate the cash option on her account due to non-payments; Mrs. [redacted] is

responsible for the accrued balance. We have attached Mrs. [redacted]’s signed

contract and general loan ledger in our response.

If

we may be of further assistance, Mrs.

[redacted] please contact

Customer Service at [redacted]

Kind regards,

Customer Relations

Review: This is a complaint against Conns and Conns Credit business practices. Conns contacted me regarding debt that was payed. Conns misplaced my payment funds and have sent my contact information to be mass called 3 times an hour from collectors keep requesting payment for a debt already paid. Conns informed me to fax proof of payment and they would only then stop calling. Proof of my personal bank statement was faxed to conns but yet I still get calls requesting payment.

Conns is also calling my business numbers after being told they can't call the number because it could affect my employment. Conns disregards all of my efforts and have loss my funds. Now I plan to seek legal action if this matter isn't fixed immediately!Desired Settlement: Stop contacting,

Credit account,

Business

Response:

Thank you for

the opportunity to respond to [redacted] concerns regarding payments applied

to her account. [redacted] stated she

made two payments that have not applied to her accounts. [redacted] also stated she faxed in a copy of

her bank statement as proof; however, she has not received credit.

According to

our records, we received a fax regarding [redacted] accounts; however, the statement

provided did not have [redacted] name or bank account number listed. We ask that [redacted] fax in a copy of her

full running bank statement so we may verify the information and research the

payments further.

[redacted] can

fax that information to [redacted].

Once we receive the full bank statement that includes her name and

account number, we will research the matter further.

As requested

by [redacted], we have placed a cease and desist on her employer’s telephone

number. If she should receive any

further calls at her employment, we ask that she contact us immediately so we

may address this issue further.

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

experienced due to this matter.

Business

Response:

Thank you for

the additional opportunity to respond [redacted] concerns regarding payments

that have not been credited to his account.

We appreciate [redacted] attaching a copy of his bank statement so we

could research the accounts further.

We were able

to locate the missing payments in the amounts of $60.04 and $69.82. We are in the process of crediting the

payments to [redacted] accounts. Please

allow 3-5 business days for the payments to process.

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

experienced due to this matter.

Thank you,

Credit Help Desk Specialist

Conn's

Consumer

Response:

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

Review: There are 6 major complaints regarding this case:Delivery - Nov 29 2013 My 74 year old mother purchased a brand new ** refrigerator with new water lines for $1364.92 from Conns at [redacted] . When the delivery men came they told her she did not need the new lines and did not replace them. She was not happy about this but 74 year old newly widowed women don't argue with servicemen who they believe have professionalism and work ethics. *June 2014 original water lines broke and flooded floor.Refund/Exchange - My mother was not given the refund for the uninstalled Nov 2013 purchased water lines until MARCH 201. The money was given from their cash box after MANY attempts at calling and personally going into Conns store #** and them promising it would come in the mail which it never did. Product - July 25 2014 (Friday)brand new 8 month old ** refrigerator stared making a strange sound and completely broke down.Guarantee/Warranty - My mother immediately calls Conns warranty dept. and they misguide her to a third party business ([redacted] in [redacted]) instead of the ** warranty company. July 28 no service follow up. July 29 no service follow up. July 30 After 2 days of calling [redacted] service man came out and said a part would need to be ordered and would take a week. Aug 6 no service follow up.This was a repair third party business Conns warranty dept. gave my mother. Customer Service - I personally spoke with Conns store #** assistant manager [redacted] and told him entire story of neglect, disconcert, incompetence and most of all unresolved repair regarding my mother's new refrigerator and her case. I did not use profanity and addressed him as Mr. [redacted]. He took down my information and NEVER called back, even after I called 5 hours later asking for him. A disheartening repeated practice from Conns sore #** and their third party repair affiliates. Repair - 9/**/2014 No repairs have been done to refrigeratorDesired Settlement: I believe my mother is entitled to compensation for all the food that had to be thrown away and could no longer keep after almost 3 weeks in an ice chest. estimation $275.00 in refrigerated goods that were no longer perishable and 3 weeks of daily purchased ice bags.

Business

Response:

Thank you for the opportunity to respond to Mrs.

[redacted]’s complaint. Our records show on 11/29/13, Mrs. [redacted] purchased a **

refrigerator with a 1-year limited manufacturer’s warranty. On 7/**/14, Mrs.

[redacted] contacted us stating the refrigerator was making a loud humming noise. We

contacted the manufacture on Mrs. [redacted]’s behalf to schedule a service

appointment with a certified technician in her area to assess the unit on

7/**/14; upon inspection the technician found parts needed to be ordered for

repair. Our records show there was a delay receiving the necessary parts to

complete repairs therefore; on 8/22/14 ** approved to exchange Mrs. [redacted]’s

refrigerator due to the delay. Mrs. [redacted] is scheduled to receive her new

refrigerator on 8/**/14. At this time we are unable to honor Mrs. [redacted]’s

request to receive $275.00 for food loss due the manufacturer’s warranty does

not cover food loss however; as a goodwill gesture Conn’s is willing to

reimburse Mrs. [redacted] $75.00 for her food loss.

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

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

Sincerely,

Kathryn James

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 to pay Mrs. [redacted] $75.00.