Conns Appliance, Inc.

Review: I purchased a washer in October of 2013 and have had to have it repaired 3 times. On the first attempt, the repairman came out the last week in January said it was fixed. Wrong. Was not repaired. The second time a repairman came out the first week of February and said the part had to be ordered and would call to schedule for repair. Customer service called me on Monday. 2/**/14 and told me the part was in and for me to call and schedule a date to have the washer repaired. I figured since they knew the part was in and the washer had to be repaired, I feel that they should have came right out and repaired the washer. The scheduled date was 2/**/14 and that the repairman would call me on Tuesday morning to let me know what time he would be there. I had someone to stay at the house and wait for the repairman. No one called nor showed up to replace the part. I had to continue to call the customer service repair department until they told me someone would be there on Thursday, 2/**/14. No one called or came to repair the washer. When I called them back on Thursday evening and requested a new washer, they told me they couldn't do that. Then they (customer service) told me that it was scheduled for Monday, 2/**/14. This has been an ongoing saga for a month and I do not believe Conn's has held up their end of the contract. I was late one day (on purpose) but they called me to tell me a payment was due. I told them I was not going to pay anything until my washer was repaired but I paid it anyway and my washer still is not fixed. I have had to go to the laundromat to wash clothes but I am still paying for a washer that is not working and Conn's don't seem to care about their customers nor their customer service to customers. I am very disappointed with Conn's.Desired Settlement: I would like to have a new washer with an agitator and not the same type of washer. Because if I am having this many problems with this type of washer I don't want another one like this.

Business

Response:

Thank

you for the opportunity to respond to [redacted] complaint. Our records show on 9/**/13, [redacted] purchased a washer with us and 24 month repair service agreement. [redacted] contacted us on 2/*/14, stating

the washer was making a grinding noise.

Upon reviewing [redacted] complaint we found there was a delay

obtaining the correct part needed to repair her washer. We sincerely apologize to [redacted] for the

delay and any inconvenience she has been caused. [redacted] has been contacted and she

advised she has already purchased another washer. Conn’s has agreed to honor her request and

return the washer. [redacted]’ washer

was picked up on 3/*/14 and a credit of $790.18 is processing to her

account.

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

Kind regards,

Customer Relations

Review: On December [redacted] 2013 I purchased a 60" Samsung Smart Tv from Conns that is located on [redacted] in Austin, Texas. It was marked at $1,899.99 plus tax. During that time, I also purchased the warranty for $329.99. I was required to put $190.00 down for the purchase. So the amounts above added, deducting the $190.00 given as down payment left me with a balance of $2223.00. I was told on that day by [redacted] that if I took a copy of my renters insurance I would not be charged the additional insurance covering theft on the tv. That amount would be $286.36. The next day, I took the copy of my [redacted] policy and gave it to the Store manager so that he could give it to [redacted] As per my contract/invoice from Conns it states that I would be under the 12 months no interest if I paid the $2223.00 within 12 months, 1st payment beginning February **, 2014. On January [redacted] 2013, I made an online payment of $109.14. Two days later, I checked my account and noticed that my balance AFTER payment was showing for $2189.86. Of the $109.14 payment I paid on 1/**/14 only $39.09 was applied toward my balance. I contacted customer service and they told me that they did not know what was going on and they would submit a ticket to have the insurance company look into the matter. They I contacted the store and they had no idea what I was talking about. During that time I notice that the tv was now for $1799.00 so **, store manager gave me a credit for $119.08 for the 30 day price guarantee. With my payment and now this credit amount should have left me with a balance of $1995.73. I called and checked on my balance and not it is showing that I have a balance of $2673.71. I have spoken to corporate, to [redacted], New Store Manager, [redacted], who told me that all I wanted was immediate gratification on my account on the issues and I was even told today by a [redacted] that I was no longer under the 12 months interest error. I don't know what to do anymore. Please help!!!Desired Settlement: I want my account to be corrected and have them stop making excuses. I should be credited something for all the time I have spent trying to resolve this matter. I have been dealing with this for like about a month already and have in good faith I have tried to work out a resolution with Conns with no resolution or correct answer. Or for that matter, a response as to why my account is reflecting a higher amount of $600.00 added to my account.

Business

Response:

Review: I had purchased a t.v and an iPad from conn's that was stolen back in november. I have been turning in every item they have requested to get my merchandise back because I have the insurance. Every letter I have received has either stated that I need to send more paper work or that I will receive a notice within 15 business days. It is now May 9 and I recently received a letter stating that I was denied for my claim for my t.v only because the report stated I had a 55 inch instead of a 60 inch. I turned in multiple reports that should have been brought to my attention if it was incorrect months ago (back in november). I have been keeping up with my payments up until recently because I don't feel I should keep continuing to pay for merchandise I do not have. I called today to ask how to update my information and if there was a way I could receive my iPad and they informed me the iPad was approved but I never received a call nor a letter telling me I was approved for my iPad. The iPad was approved the 18th of April and I was not informed. I still have pending information for my t.v that I still will not find out the status till the end of May.I am complaining because this place has poor customer service and I am paying for insurance but not getting updated information and yet I am still paying for something I am not receiving help on. I am not refusing to pay I just simply want my matter resolved before I keep paying for something I will never receive and I'm just really paying conns for free and my insurance that I have been paying for months will not be refunded to me.Desired Settlement: I want my matter resolved ASAP. I've kept up with my payments and I'm tired of getting the run around or waiting another 15 business days to receive any kind of information. Ive turned in 3 different police reports and not once was I told the information was incorrect, I've spoke to many managers that say I still need to pay to stay current but this is no way to keep any customers happy. I want this matter resolved as soon as it can be I've waited months just to get told I'm denied for my t.v.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] concerns regarding account #[redacted].

According to our records Mrs. [redacted] filed an insurance claim on February 18, 2014.

On

February 21,

2014 we would need the police report to continue with the claim. On March 15, 2014 we

received a copy of the police report and forwarded it to the insurance

company. On April 17, 2014 a

letter was mailed to Mrs. [redacted] informing her that her claim was denied due

to the items listed on the claim were not listed on the police report. On April 28, 2014 we

advised Mrs. [redacted] she would need a supplemental police report to include the

missing or incorrect information and we would review the claim again. April 30, 2014 Mrs. [redacted] stated she would have the police report amended and forwarded over to

us. On May 9, 2014 Mrs. [redacted] contacted us to get the serial number and purchase date of the

items. She also asked if we had received

the amended police report at that time.

We

have currently not received the amended police report with the claim items

listed. Once we receive that police

report, we will review the claim again.

Review: I purchased a dinning room set for my wife in December 2012. One of the chairs broke on Feb ** 2014. We call the store in Arlington where the purchase was made and we are still paying on this merchandise. Spoke with a salesman named [redacted] who informed us that we would need to speak to Customer Service they would send someone out to look at the chair to see if was repairable if not we would receive credit. We were not looking for credit just the chair to be repaired or replaced as it is now broken and can't be used. We started the calling at 6:30 PM spoke with [redacted] at customer service who stated the warranty was up in December 2013 and we were transferred to the Customer Service Center spoke with someone named [redacted] who stated we would have to pay for someone to come out and then transferred us a furniture store that was closed. At 7:30 called back to the store and spoke with [redacted] who informed us there was nothing he could do and to have a nice day and hung up. My wife called back at 7:35 and again spoke with [redacted] who then put her in contact with her supervisor [redacted] who informed my wife that she knew what she wanted but that was not going to happen. She transferred my wife back to the Customer Service Center in which she spoke to someone named [redacted] who informed my wife they would not send anyone out to look at the chair and it would not be repaired. We are STILL paying for this table and 4 piece chair set which is now a 3 piece chair set because this chair is broken. I feel that something should be done about this as I am making monthly payments. If this is the case then Conn's does not guarantee their products or customer service. I would appreciate a response as a paying customer who is VERY unhappy and to know my legal rights after an hour of calling and speaking with several people

Product_Or_Service: December 2013

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

I would like the chair repaired or replaced by Conn's as this is what I was informed when we called the store.. If I have to pay for it out of pocket, then I should be able to use of the $ 120. that I pay to Conn's to have the chair replaced or fixed.

Business

Response:

Thank

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

records show on 12/**/12, [redacted] purchased Crown Mark Miranda dinette set

with a limited 1-year manufacturer warranty, and delivery totaling $804.98. Our records show [redacted] contacted us on

2/**/14, regarding his counter stool; stating the back of the chair of broken.

[redacted] service order was cancelled because his warranty expired on 12/**/13

and he did not purchase any additional FurnitureGard.

If we may be of further assistance, [redacted]

may contact us at [redacted]

Kind regards,

Customer Relations

Review: On 5/19/14 my wife went into Conn's in Phoenix, AZ with a picture of a pricetag/sku that she had taken a couple months earlier when we were in the same store. The sales associate stated that although they no longer had them on display they were still in the warehouse and available for delivery. The name of the mattress she showed a picture of was "Serta i-series Celebration plush." The next day they delivered the mattress and I checked that the mattress tag matched the receipt which it did. Unfortunately what I did not realize is that the sales associate did not ring up the mattress we had asked for. The paperwork I was looking at said "Celebration King Fi" He sold us the "Celebration FIRM" and we did not realize this until the next day after trying to sleep on it. We called them back and the associate on the phone said come back in. We then spoke with manager [redacted] and told him we just wanted them to give us the mattress we asked for. He said they didn't have it and we would just have to pick out another one and pay whatever the difference was. I didn't feel this was a fair option, we did not want to pay more and we do not want a different mattress from what we asked for. I then called their customer support number and told them the same thing. Their reply was that we would have to pay an exchange fee since we accepted delivery. My wife gave them a sku number and they sold her a different mattress. I believe this was an intentional bait and switch; they offered a great deal on a mattress and then wrote the paperwork up for something else. My wife is pregnant and is having trouble sleeping on this mattress, this is why we replaced our old mattress in the first place. Unfortunately we disposed of that one to make room for the new one. My cell phone automatically records and saves all conversations so I have them available for reference if needed.Desired Settlement: We simply want the mattress that we were told that we were purchasing. SKU# [redacted] Serta i-series Celebration Plush. There should be no other fees on our part as this was a clear bait and switch attempt.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 5/19/14, Mrs. [redacted] purchased a

Serta Celebration king firm mattress, a Serta Elite mattress protector, and

delivery totaling $1,144.75. After researching Mrs. [redacted]’s complaint we

found there was miscommunication. Conn’s has agreed to exchange Mrs.

[redacted]’s mattress as an even exchange and waive the exchange processing

fee. Mrs. [redacted] may contact her local Conn’s store to process exchange.

If we may be of further

assistance, Mrs. [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. Assuming that the mattress that they are offering when we get to the store as an even exchange is the one that we originally attempted to purchase.

Review: I called Conn's on [redacted] requesting for my T.V. to be repaired. Issue, big red line running from the top to the bottom of my newly purchased 75 inch screen television. Conn's scheduled a tech to do work on [redacted]. The morning of [redacted], the tech called me for directions, and notified me about a service fee. I corrected him, stating that this was a warranty job through Conn's, so there should not be a service fee, and he replied, "Who's Conn's?" I let him know the company that scheduled him to work on my T.V., and he informed me that he does not repair T.V.s, only appliances, and he does not have a contract with Conn's. I called Conn's, and they stated that they called the wrong 3rd party vendor for my area. The rep said she will reset the ticket to get someone else out. I asked for Conn's Policy in regards to their time frame for getting someone out, since I had already waited 2 weeks, and she stated 30 days from the date of the ticket, so with her resetting the ticket, they now had a new 30 days. I expressed that this was unfair to me since it was their error, and even spoke to another rep, who both said it's nothing they can do. From [redacted], I waited to hear from Conn's, nobody called to give me a date and time for repair. I called on [redacted], and the rep stated the ticket had been closed because they did not have a serial number for the T.V. I let him know that nobody ever asked for the serial number the first or second time I called. He said he will create a ticket, now with the serial number, giving a new 30 days. I was very displeased with this, so he transferred me to the resolution department. I expressed my concern to the rep, and she stated that it looks like the first ticket was closed because the tech did not have the proper serial number, and no reason listed for second ticket closure. I told her that that was not true, and Conn's employees just wrote something in the notes to cover their tails. Meanwhile, I am still waiting for my T.V to get repaired, and even today, the reps could not give me a date and time for work, just a promise that someone should be calling me in 24-72 hours to schedule a time to come out, and she said she would send an email with my concern to resolution, she could not 'cc me on the email, and someone should contact me from that department inn 24 hours, but it sometimes take longer.

I called Conn's on [redacted] requesting for my T.V. to be repaired. Issue, big red line running from the top to the bottom of my newly purchased 75 inch screen television. Conn's scheduled a tech to do work on [redacted]. The morning of [redacted], the tech called me for directions, and notified me about a service fee. I corrected him, stating that this was a warranty job through Conn's, so there should not be a service fee, and he replied, "Who's Conn's?" I let him know the company that scheduled him to work on my T.V., and he informed me that he does not repair T.V.s, only appliances, and he does not have a contract with Conn's. I called Conn's, and they stated that they called the wrong third party vendor for my area. The rep said she will reset the ticket to get someone else out. I asked for Conn's Policy in regards to their time frame for getting someone out, since I had already waited 2 weeks, and she stated 30 days from the date of the ticket, so with her resetting the ticket, they now had a new 30 days. I expressed that this was unfair to me since it was their error, and even spoke to another rep, who both said there’s nothing they can do. From [redacted], I waited to hear from Conn's, nobody called to give me a date and time for repair. I called on [redacted], and the rep stated the ticket had been closed because they did not have a serial number for the T.V. I let him know that nobody ever asked for the serial number the first or second time I called. He said he will create a ticket, now with the serial number, giving a new 30 days. I was very displeased with this, so he transferred me to the resolution department. I expressed my concern to the rep, and she stated that it looks like the first ticket was closed because the tech did not have the proper serial number, and no reason listed for second ticket closure. I told her that that was not true, and Conn's employees just wrote something in the notes to cover their tails. Meanwhile, I am still waiting for my T.V. to get repaired, and even today, the reps could not give me a date and time for work, just a promise that someone should be calling me in 24-72 hours to schedule a time to come out, and she said she would send an email with my concern to resolution, she could not 'cc me on the email, and someone should contact me from that department in 24 hours, but it sometimes take longer.Desired Settlement: I want Conn's to repair the T.V. ASAP, or let me take it back to the store to exchange it for a new one. I still have the box, and all original paperwork.

Business

Response:

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

complaint. Our records show on [redacted]

purchased a [redacted] 75” LED TV from us with a 49-month Repair Service

Agreement. [redacted] elected to have her television delivered;

we show she signed acknowledging her television was delivered and received on [redacted] in good order.

We received [redacted]’s complaint and found she

initially contacted our service department on [redacted]; stating her television had a vertical discolored line displaying

on the screen. We reviewed [redacted]’s service history and

found there was a service delay. Therefore, Conn’s has agreed to exchange

[redacted]’s television; she has been given a credit up to the

original amount paid which is $[redacted]. We contacted [redacted]

and she is aware of her exchange approval and was also informed she will need

to visit her local Conn’s location to initiate the exchange. We sincerely

apologize to [redacted] for the experience and any inconvenience that

has been caused as a result of the delay.

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

contact Customer Service Department at [redacted].

Kind regards,

Review: I purchase a queen size pillow top mattress set with the warranty. The mattress has a large sink hole on the right side of the bed. Conns sent out a tech to take some pictures and conducted an investigation. I was contacted by a representative and they told me that would not be able to honor the warranty because my bedframe did not have a center bar. This was the first time that I heard anything about my bed needing a center bar on the frame. I have never heard of a queen size bed needing a center bar. I told them that the bed display in the store didn't have a center bar, the sales person didn't tell me about a center bar and the delivery guys didn't mentioned anything about a center bar when they set my bed up and I asked how was I supposed to know center bar was needed. They apologized and told me to purchase a center bar and if that doesn’t work, they can reopen my claim in 90 days and see if they can honor it then. I told them that my warranty goes out in November 2014 and if my bed is already has the sink hole, I don’t see how that would fix it. I told them that I bought a mattress set with a warranty and they should honor my warranty or give me my money back. They told me that they would not be able to do either.Desired Settlement: I would like Conns to honor the warranty and replace my mattress or give me a full refund

Business

Response:

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

Our records show on [redacted], Mrs. [redacted] purchased a [redacted] top

mattress with a 48-month FurnitureGard Plan.

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

service department on [redacted] stating the mattress was sinking. A service

appointment was scheduled on [redacted]; upon inspection the serviceman found the

mattress was soiled on the upper portion of the mattress, a ¼” depression on

the left side, a 2 ½ “ depression on the right side and the frame did not have

proper center support. On [redacted], a service claim representative contacted Mrs.

[redacted] to inform her after reviewing the inspection; the photos displayed the

mattress being used on an inappropriate bed frame which voids the warranty.

Although Mrs. [redacted]’s mattress does not meet the qualifications

for an exchange due to that mattress does not have proper support, Conn’s has

agreed to exchange her mattress only under the terms and condition of the

FurnitureGrad Plan. Mrs. [redacted] may visit her nearest Conn’s to re-select

another mattress up to $129.99 which is the original amount paid for the

mattress. If Mrs. [redacted] selects a mattress that is more than the credit

given, she will be responsible for the difference in price. Mrs. [redacted] will

be responsible for providing the proper support to her frame to ensure proper

use of the mattress.

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

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

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.

When I purchased the mattress set no one every told us in person, by phone or in writing that a certain type of bedframe was needed. You would think this information would have at least come from the guys that delivered and set up the mattress set. It is not good business practice to all of a sudden tell me about a special bedframe being needed after I contact them to use my warranty. I have since found and reveiwed my contract, I do see that we even purchased a bedframe and no where on the contract is stating that a center bar is need to valiadate the warranty. Conns should realize the ball was drop on their side and honor their warranty. They should act like a company that value and wants to keep their customers.

Thanks

Review: I BOUGHT A LIVING ROOM SET FROM CONNS AND I NEEDED REPAIRS. I HAD A TICKET FOR REPAIRS IN SEPTEMBER, AND THEY DIDN'T FINISH THE JOB UNTIL NOVEMBER. THAT TICKET WAS NOW CLOSED, AND THERE STILL NEEDED TO BE REPAIRS FINISHED, SO THEY OPENED ANOTHER TICKET IN DECEMBER. AND TO THIS DAY I HAVE NOT RECEIVED PARTS TO FINISH THE FIRST JOB! I CONTACTED CONNS AND THEY TELL ME ITS "QUALITY FURNITURE'S" FAULT. WHEN TRYING TO RESOLVE THIS MATTER, WHEN SPEAKING TO CONNS THEY PUT THE BLAME ON QUALITY, THEN WHEN SPEAKING TO QUALITY THEY PUT THE BLAME ON CONNS. ITS JUST A CIRCLE THAT KEEPS GOING ON.Desired Settlement: ALL I WANT IS FOR EITHER QUALITY OR CONNS TO FIX MY LIVING ROOM SET. ISN'T THAT THE MAIN REASON FOR BUYING EXTENDED WARRENTY? IF THEY CAN'T FIX THE PROBLEM THEN CONNS NEEDS TO REPLACE MY LIVING ROOM SET.

Business

Response:

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

10/**/11, [redacted] purchased a Catnapper Cortez furniture set with us and

48 month Furnituregard plan. [redacted] contacted us on 9/**/13 stating the arm rest was tearing on his

loveseat and the head rest was bubbling on the sofa. A service call was set-up and upon inspection

the technician found the headrest bubbling was a result of wear and tear which is

not covered by the warranty because the furniture set had not been properly

maintained. The technician also found the

tack strip was coming off he reattached the strip and ordered covers to repair

the tearing. [redacted] contacted us

again on 12/*/13 and stated he was having a new issue with the loveseat and

sofa. After researching [redacted] complaint

I found there was a miscommunication and a delay with the parts needed to

complete the repair. [redacted] was

contacted on 1/**/14, and Conn’s agreed to exchange the sofa and loveseat due

to the availability of the parts needed to complete the repair. In addition Conn’s has offered [redacted] a

discount on the new furniture set they selected. [redacted] will be in the store to complete

the exchange and pick up his new sofa, loveseat and recliner. We would like to apologize to [redacted]

for the experience he had with us.

If I may

be of further assistance, [redacted] may

contact me at [redacted]

Kind regards,

Customer Relations

Review: I was told my delivery of my furniture would be on [redacted] and I would get a call with a three hour window. I got a call, but the delivery was never made. Finally when the delivery arrived, the furniture was damaged.I called Conns to [redacted] and the manager told me that I would get my furniture on Sunday [redacted]. The furniture never arrived. I called the store at [redacted] and was told that my furniture would arrive on Monday [redacted].Desired Settlement: I need a reduction on my total bill for all the lies said to me and deception of delivery of my furniture.

Business

Response:

Review:

I have purchased several items from Conn's and up until recently, had never really had any problems with them. However, I have recently experienced some terrible customer service from Conn's and I feel compelled to write to notify you of my experience. I have purchased a laptop, a television, a mattress, and my partner purchased a couch from Conn's. So as I mentioned before, we have purchased several items from Conn's and had full intention of purchasing more items in the future. In [redacted], I purchased a laptop from the Conn's store in Roundrock, TX and I bought the full warranty to cover accidental damage and repair. The computer that I purchased was a display model and it was the last computer that they had of the model that I wanted to purchase. The sales associate couldn't find the box that belonged to the display model laptop that I was purchasing, so he gave me a box that belonged to a different computer instead. At the time, I didn't notice that he made a mistake when entering the information into the computer, but I found out later that he entered the serial number that was on the box (which belonged to a different computer) instead of looking at the bottom of the laptop and entering the serial number from there. The warranty that I purchased was for two years, and I paid $200 for it.

Almost a month ago, I accidentally spilled water on my laptop and took it to the Conn's store in Arlington to be sent off for repair. I took the laptop to Conn's in Arlington onAugust 30th. I was told that it would take up to 10 business days and that the technician would contact me to let me know if it would be able to be repaired or if we would have to replace it. I never received a call from the technician and I never received a voice mail from anyone in the service center.

A week and a half after taking the computer to the store, I got a voice mail on my phone saying that the computer was back in the store. I called the store to see if they had been able to repair it. I work a job that does not allow me to have access to my cell phone unless I am on break. My lunch break is the only time during the day when I am able to take care of these matters as Conn's is closed by the time that I get off of work. So when I called on my lunch break, I was placed on hold. I waited for 10 minutes before I hung up and called back. I was placed on hold yet again for another 10 minutes without even speaking to anyone regarding the computer.

Since my 30 minute lunch break was nearly over at that point, and I had gotten nowhere by calling the store, I hung up and called the service center. They informed me that the serial number that was in the Conn's Computer system did not match the serial number on the laptop, and that as a result, they had sent the laptop back to the store without repairing it. The woman that I spoke with told me that there was nothing I could do but that I could go pick my computer up from the store. By this time, I was somewhat upset, so I asked to be transferred to the corporate office. The woman I spoke to there was also very unhelpful. She told me that I would have to go into the store to verify the serial number. I tried to explain that by the time I get off work, the service center is closed and I asked if this was something that the customer service department could try to take care of. Again she told me I would have to go into the store. So I had to take off from my job early to go to the store to take care of the situation and I did not receive pay for the time that I missed from work.

When I got to the store I asked to speak with Bill Ward (since he had helped us previously) but he was out for the day. I was told that David Cobb (the assistant manager) was on his lunch break, and so I was sent to speak with Martha, the store operations manager. I began to explain the situation to her and I told her that I was very frustrated that I had to take time off from my job to come in and get this situation worked out. While I was telling her everything that we had gone through to that point, a store associate walked up to her and she started talking to him, while I was still in the middle of explaining what had happened. So I made a comment, "And now you are ignoring me." She turned around and was EXTREMELY confrontational with me and said, "I wasn't ignoring you but if you want me to ignore you, I will just walk away and THAT will be ignoring you." I couldn't believe how rude she was. At that very moment, David Cobb walked in the door from his lunch break, so he came over to assist with the situation. He looked it up in the computer and realized the mistake with the serial numbers and said that they would arrange to take care of getting it sent back to the service center. So they updated the serial number in the computer and told us that it would be sent back to the service center on Thursday and that the technician would call us when they looked at it. We left the store and thought that finally they would take care of it. The following week after I hadn't received a call from the service center, I called to check on the status of the work order. I was informed that the computer had never been sent to the service center and that it was still at the store.

So I had to take time off of work AGAIN, once again losing money from not being able to do my job to take care of something that I shouldn't have had to do. I went to the store and found out that instead of creating a new work order, they had updated the old work order which had already been cancelled by the technician back when they sent the laptop back to the store. So of course it was never sent back to the service center. We then took the laptop and drove it to the service center in Dallas and dropped it off ourselves, since the staff at Conn's are too incompetent to perform even a simple task of sending my laptop back to the service center. I finally was able to speak with Bill Ward and I explained everything that I had gone through and out of everything that I told him, he kept focusing on how this was an error that was made at the Roundrock store when the associate entered the wrong serial number. And yes I agree that the original error happened at that store, but I feel that the Arlington store completely dropped the ball when it came to sending my laptop back in for repair. And I received some of the worst customer service that I have ever experienced in my life from the Arlington store. So in my opinion that does not excuse Bill Ward and his store.

When I took the laptop to the service center, the manager Chris was out sick for the day, so I spoke with Jeff who said that he would make sure the laptop would be looked at first thing the next morning. I received a call the next morning from the technician who stated that the laptop repairs are too extensive and that he was going to submit it for an exchange instead. He told me that it will take three to five business days for the corporate office to determine how much of a credit they will give me back for the computer. After waiting 5 business days, I called the help desk and spoke with a supervisor Kim. She informed me that they were still waiting for approval from the corporate office for the credit. After two weeks, I was finally told that I had been approved for a credit of $477. I was told that they could not give me a cash refund, but that it could be used for an in store credit or that I could apply it to my existing account. The supervisor Kim from the help desk said that she submitted the credit to be added to my existing account balance on Sept. 25. She told me it would take 7-14 business days for it to show on my account. So I waited two weeks and called to follow up, This time I was told it would not show on my account until the next billing cycle which would be October 25. I asked to speak to a higher up supervisor, but the woman told me that Dana is the highest supervisor available at the help desk and the person above her is the CEO and she did not have a phone number for the corporate office. She finally told me that when it was initially submitted for review, that it was sent to the wrong department, and that they were going to re-submit it to the management, and it should be added to my account in 24-48 hours. She told me that I could follow up in two days and ask to speak to Dana or Kim.

I called back two days later and spoke with Kim (the supervisor at the help desk) and she informed me that a check had been mailed out to my old address for a total of $483. I found it odd that they had sent me a check, especially since I had been previously told that they couldn't send me a check for the refund, and also that they had sent it to my old address since I had repeatedly been asked to verify my current address and I knew that they had my correct address in the system. So I don't know why it was sent to my old address. Anyway, she told me as of yesterday (October 14) that they had issued a stop payment on the old check and that a new check is being mailed to my current address. I have repeatedly asked for them to send me something in writing by email to verify that this credit is being sent to me, and even though Kim and Dana, who are both supervisors at the Conn's help desk have said that they will send me an email to verify that they are sending me a check, I have received NOTHING. I do not trust this company, they have done nothing but give me the run around. This letter is being written on October 15. I still have not received a credit or a check for the amount of $477. I initially took the computer to Conn's on August 30. It is absurd to me that I keep getting a run around, and every person I talk to at Conn's has told me something different.

I have worked in customer service for over 10 years, and if I ever talked to a customer the way that representatives of your company have spoken to me, I am sure that I would have found myself out of a job. I have never experienced anything like this in my life. I've been hung up on, I have been talked down to, I have been given conflicting stories, I have had to take time off of work without pay TWICE to deal with this, and it has been nearly two months and I still haven't been able to get this situation resolved. I have lost time, money, and patience dealing with Conn's. Just so you are aware, I have contacted the Revdex.com and I am sending this letter to them as well as to the Corporate office of Conn's. I do not know if this letter will help resolve anything at all, but I am extremely unhappy with my experience at Conn's, and based on how I have been treated as a customer, I have no intention of spending another penny at Conn's. I just want you to be aware of my experienceDesired Settlement: I still have not received a credit or a check for the amount of $477

Business

Response:

Review: I purchased an Asus computer for $in August From the very beginning, the 3rd day the computer would not stay connected to the any network, whether it was my home, work, public, or tethering through my phoneI sent it back to them for repair and just got it back yesterday on September 04, I still have the same issuesThey'd like me to again drop it off again and be without it again for two to three weeksThis is ridiculousA brand new computer should not need serviceI am not willing to make payments while the product is sent back again to be servicedIf they've gotten a defective product from a manufacturer, I shouldn't have to wait until the troubleshoot the problem and continue to be responsible for paymentMrs[redacted] from the corporate office refused to consider that a consumer should have the right to have a functioning productIf I entered into an agreement to pay for a product, there priority should be to provide a product that functions or replace it brand newDesired Settlement: I'd like to have the contract cancelled and return product or new productAlso make no payments as I am without the product and can't utilize it
Consumer
Response:
I do not have a warranty
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
As they have stated, I bought the computer back on 07/12/Since the first week the computer has given me issuesInitially I thought it was my network that had the issues so I didn't bother to complain because I called my cable provider but all my other three computer were working fine and I also had issues anywhere else I went to connect to a network as well, even when tethering through my phoneI then realize later that it was the computer and not the networks that I am connecting to, which I happened to complain after the day periodA day period is not possible to assess any issues with the laptop as there could have been a number of other reasons that the laptop wasn't workingWhich is why I decided to trouble shoot any other possibilities as I was certain that it couldn't be the computer as it was brand newTo ,y dismay, it is the computerIf I purchase anything form a store and it doesn't function correctly, I can get a refundI shouldn't be forced to keep a nonfunctioning computerCustomer satisfaction should be this company's key approach(the customer should always be satisfied)I have taken this computer back to the company twice and they are stating that there is not anything wrong with the computerI have installed other software(that has been lost),who will refund the cost for this software that I downloaded and paid for the is no longer useful? The McAfee trial period has ended(my computer has been with the company most of the trial period) so I am not able to take advantage of that free trial period as my computer was supposedly being repairedI have lost time not only calling to get this problem resolve but also use of the computer for which I purchased it for WORK!!!! I was not able to utilize the laptop, therefore having to continue to use a old computer that didn't work as wellThis has been a total loss for me and They want me to bring it back to themAbsolutely not!!!! I have complained a third time but I am not sure the problem can be resolved without replacing the laptopI have spoken to the repairman and he has stated that the software needs updating and there is nothing wrong with the laptop when they get it to repairThat is not the case when I have itI have several videos that show what the laptop is doing when I connect at home, my office and when tethering from my phoneIt can't be all my networks not functioning, it has to be the laptopI will just file a small claims case and be done with the issueI refuse to pay for an item that does not work properly and spend any more of my precious time on giving the benefit of repairing itIt has not been repaired within the last two months and I am afraid they don't have any good intentions on repairing the laptop of any concerns that I am not satisfied with a non-functioning laptop that I have paid $I am not sure why Conn's was sued in the beginning but I am sure that The class action lawsuit is a valid complaintIt is such a pity that companies like this don't pride themselves in customer satisfaction as the customers are those that keep the company functioningI am sure to let friends and family know that Conn's is most definitely not the place to shop!!!
Regards,
Business
Response:
Thank you for the opportunity to respond to Mrs[redacted] additional
commentsAs previously stated after the technician assessed Mrs[redacted] computer he was unable to duplicate the problem connecting to
the network and after running diagnostic test no problems were foundTherefore,
we are unable to honor Mrs[redacted] requestMrs[redacted] computer is covered by a
year manufacturer’s warrantyIf Mrs[redacted] does not want to bring her computer in for a Conn’s technician
to assess, she may contact the manufacturer directly
If we may be of further assistance, Mrs[redacted] may contact
us at [redacted]

I had a very pleasant experience with Conn's. My sales was very nice and very helpful to me.

Review: On [redacted], I purchased a [redacted] sectional (a purchase price of $3074.26) from Conns in [redacted]. In good faith I put $1000 down on my purchase so I could pay it within 12 months (this $1000 payment was not required). I was told my purchase would be delivered on [redacted]. Here's the details of my delivery problem and defective merchandise Conn's delivered to me:

1.) Sectional delivered on [redacted] - missing 1 piece - WEDGE (we were told we would receive a credit of $139 -delivery charge)

2.) Wedge delivered (unsure of date of delivery) - has cut on the back of wedge upon delivery -Called within 24 hours to Conn's

3.) Wedge picked up [redacted]and another one delivered that was damaged -DEFECTIVE (Called Conn's within 24 hours per Furniture Inspection Sheet)

4.) [redacted], Representative from Conn's, [redacted] came to inspect furniture. He immediately told my [redacted] "the wedge is NOT suppose to be like that. He then took picture of wedge and sent to his supervisor. We told [redacted] we would video this because of the continuous problems with Conn and delivery of wedge. [redacted]'s supervisor spoke to me and said "she viewed the picture of the wedge and it is damaged and they will be delivering another one. We called the Conn's [redacted] store and spoke to manager [redacted] and he said he would give us another credit of $100 for the problems we keep having with the wedge. (FYI -we recorded your Representative [redacted] telling us and his supervisor the Wedge is damaged.)

As of today, [redacted] after numerous calls, emails to customer service I still have your defective merchandise in my home. I spoke to your agent [redacted] (#[redacted]) on [redacted] and she said [redacted] (supervisor) denied the delivery of the wedge on [redacted] after they told me for the 2nd time to send pictures of defective wedge. I have beg for [redacted] supervisor at [redacted]'s location or someone to come inspect the wedge. My home is within 10 minutes of the store and NO ONE came by to inspect the wedge from the store. The person who came by was from Conn's delivery department. I was offered $239 of credits for these problems with delivery of wedge and defective merchandise. I was told they will send me email to confirm credit and as of this date they has not sent me confirmation of credits.

On [redacted], I called again to inquire about my defective wedge and I spoke to ([redacted] Agent#[redacted]) and she told me she would send someone to re-inspect the wedge. She gave me invoice #[redacted] and said we should hear from one of their agent within 72 hours to set up appointment to inspect wedge. On today [redacted], I just received a call from a Furniture repair company saying that Conn's was sending them out on [redacted] to repair the wedge. I asked them what are they going to do and they told me they would put cushion where it is missing the cushion on the bottom of the wedge.

This is NOT ACCEPTABLE to me. There is a defect in the furniture and I came into your store in good faith and purchased a sectional that Conn's advertise on their showroom floor. The sectional in my home is not the sectional you are advertising online and store show room floor. I've been begging for delivery of a wedge since [redacted]. Now, Conn's wants to send someone to come in my home and remake/repair a leather wedge that is defective. I have pictures of the wedge at my home and the wedge in the store. I have a video of [redacted] telling us and your his supervisor the wedge is damaged. I DO NOT want some one to come in my home and do a TEMPORARY fix to this wedge and 6 months later we see the same defect. I am requesting to speak to the Corporate Office immediately. I have done enough trying to get help in this situation. I am mentally tired from being handled in a non chalant way by the Representatives from Conn. They were very happy when they sold me this sectional and I put $1000 down on [redacted]. But, now no one wants to talk to me and take care of this matter.Desired Settlement: I DO NOT want a repair company to come and repair the leather sectional (wedge) that Conn delivered in my home. This furniture is defective and we have on video where two of your agents told us it is damaged. This is false advertising. Fraud! Your agents has made me feel as though it is my problem that you delivered me defective merchandise.

I would like my full down payment of $1000 and my 1st payment of $87 refunded back to me immediately. Which is a total refund of $1087 immediately. I would like for Conn's to come and pick up this defective merchandise and send it back to the manufacture [redacted] where they know they can get credited back what they paid for it.

Business

Response:

Thank

you for the opportunity to respond to [redacted]’s complaint. Our records show on [redacted];

[redacted] purchased the [redacted] Putty furniture set which consist of

three pieces (sofa, love seat and wedge) all with a 1-year limited

manufacturer’s warranty and received a free 32” television with her purchase.

After

further review, we found [redacted]’s wedge was damaged upon delivery

therefore; an exchange was approved and her new wedge was delivered on

[redacted]. We show [redacted] was offered a delivery concession of $139.99 due

to the inconvenience. Our records show [redacted] contacted Conn’s delivery

the same day stating the wedge was damaged. A representative from our delivery

team went to [redacted]’s residence the following day ([redacted]) to take

photos of the alleged damages. After reviewing the photos provided by the

delivery team, [redacted]’s initial claim for an exchange was denied. [redacted].

[redacted]’s complaint has been escalated to upper management for review, after

further consideration Conn’s has agreed to exchange her wedge. [redacted] may

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

Although

we are unable to honor [redacted]’s request to return her furniture and

receive a refund, we have submitted a request to process [redacted]’s

delivery charge of $139.99 as well as $100.00 to her account as originally

offered.

If

we may be of further assistance, [redacted] may customer service at

[redacted].

Kind

regards,

Consumer

Response:

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

ATTENTION Revdex.com - Conns did not set up delivery of wedge. Therefore I cannot ACCEPT their offer. As requested I called the store to set up delivery of my wedge and spoke with [redacted], Assistant Manager of [redacted] Store. [redacted] does not have information regarding this matter to assist me. He said he could not see any information regarding delivery of a wedge and my request has been DENIED. This has been my response since [redacted]. No one at Conn's has been able to take care of this matter. They all say one thing to me and makes no notes on my file for the other Representatives to view and handle this situation. Conn's is also not truthful about damaged wedge when I have a video copy of two of their Reps saying the wedge is damaged. Revdex.com, Conn's wrote a statement to close this complaint but has NOT told you the TRUTH. I DO NOT want to deal with CONN's ever again. Please have them to refund my money because again they DID NOT do as the letter they wrote to you. I need help in this situation immediately.

Business

Response:

Thank

you for the opportunity to respond to [redacted]’s additional comments. Our records

show there was a delay scheduling delivery for the [redacted] wedge due to the item

was not available for immediate delivery however; [redacted] is currently

scheduled to receive her new wedge on [redacted], if she is available. We

confirmed that the delivery concession for $139.99 as well as the $100.00

offered has been processed however; the credit has not posted to [redacted]’s

account. We ask [redacted] to please allow 7-10 business days from today for

the credit to reflect on her account. We apologize for any inconvenience [redacted].

[redacted] experienced as a result of the delay.

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

customer service at [redacted].

Kind

regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. Per offer from Conn's the wedge was NOT delivered on [redacted]. We had to take off from work to wait on delivery of wedge and no one called nor did they come by. This has been my problem for day of purchase with Conn's. No one follow-up and take care of the situation. If they are going to deliver a wedge someone needs to call us and let us know when so we can again take off from work. This is an inconvenience to us. [redacted] keeps making an offer and is getting in touch with the delivery team nor any other Conn's representative.Revdex.com please ask them to refund our money. This is harassment. We keep waiting and they keep changing their stories and NOW again we still have a damaged wedge in our home. No delivery on [redacted]. This is truly unacceptable that we as customers has to be treated in this manner. I just wanted what they had on their showroom floor or I need a REFUND now.[redacted]

Regards,

Business

Response:

Thank

you for the opportunity to respond to [redacted]’s additional comments. We

attempted to contact [redacted] on [redacted] to discuss her concerns however;

we were unsuccessful in our attempt and were unable to leave a voice message to

return our call due to the mailbox was full.

To

better assist [redacted] regarding her concern we ask that she contact us

directly at [redacted] in attempts to resolve this issue.

Kind

regards,

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: My husband has an open account with Conns. He has fallen behind in payments. Conns has been harassing me on a daily basis on my cell phone. They do call my husbands cell phone, but they call mine as well. The account is not under my name, it is only under my husband's name-[redacted]. I have told them on 4 occasions to stop calling my cell phone but the harassment continues. I have tried blocking the calls, but they get around it by calling from a zillion different numbers. The calls start at 8:10am every morning and happen several times throughout each day. I would like for this harassment to stop.Desired Settlement: I would like for the harassing phone calls to my cell phone to stop immediately.

Business

Response:

Thank you for the opportunity to respond to Ms. [redacted] concerns regarding account [redacted]. Per Ms. [redacted] request, we have placed an immediate cease and desist on telephone

number [redacted] In the event Ms. [redacted] receives any further calls at this number, we ask that she contact us immediately by calling [redacted] so that we may address the issue further.

We sincerely apologize for any inconvenience Ms. [redacted] experienced concerning this issue.

Review: This company's service is very poor ! from making payments to speaking with costumer service to getting their defective products fixed horrible costumer service even to speak with corporate manager is a headache their policies suck you need verification to make a payments.

Just sent one of my computers to be serviced and it came back worse than what it was ! even going into the actual store the employees are rude and not very helpful conns is the perfect name for this company they get you to buy their products charge you an arm and a leg harass you when you a little late on a payment due to life issues! thats the only time you'll ever get to speak with a manager of this company the call you a million times to get a payment but when you call them for service well theres no such thing at this companyDesired Settlement: would like a replacement laptop that really doesn't do all that i'm paying for it to do!

Business

Response:

Thank you for the

opportunity to respond to Mrs. [redacted]’s complaint. After further review of Mrs.

[redacted]’s service history; Conn’s has agreed to issue an exchange under the Terms

and Conditions of the Repair Service Agreement. Mrs. [redacted] has been contacted and

made aware that she may go into her local Conn’s a re-select another notebook

up to $1099.99 which is the original amount paid.

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.

Kind regards,

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: I purchased a washer, dryer and sofa from Conn's on May 13, 2014. A few days later, on May 15, 2014, Conn's delivered the items. We, my sister [redacted] and I, were taking the stickers and magnets off the front of the washer and found they were covering dents and scratches. My daughter, [redacted] was also there. We immediately called Conn's and reported it. They were going to send someone to look at the washer. After a few days and one additional call, no one called or came over so we drove to Conn's to speak with the lady that sold us the items...the manager told us the name of a lady, but the name didn't sound familiar, we told him that was not the lady, in fact we pointed to the lady that did wait on us but he said once again that she was not the lady that waited on us was off that day. We told him the situation and he said he would get with corporate and he or they would call me back. Corporate called several times about the washer but no one ever came out to our house. On June 26, 2014, the day BEFORE my first payment was due, a young man called me wanting my payment. I told him I would make the payment on the day it was due and then began telling him about the washer. He became very rude and told me the only way anyone would help me was to take a picture and send it to corporate. I'm 74 years old and have no idea how to do that. I called my daughter, [redacted]', to see if she could help me get someone to talk to me. My daughter called the corporate office and we had a conference call with them and they connected us with the lady that actually sold us the washer. Her name is [redacted]. After explaining the situation to her, she scheduled a time to come out to our house. She came to our house the first part of July and looked at the washer and acted very concerned and even stated it looked like they deliberately placed the stickers and magnets over the scratches and dents. She took pictures and said she would be speaking to her manager and corporate and that we should not only get a replacement but we should also get a discount. Several weeks went by and no one ever called or come back out. The first of August my daughter called the store and left a messa** for the manager [redacted]. She asked that he call me or her and for them to do the right thing without having to get an attorney involved. They promised to have a solution by the end of the day. Now no one will speak to us about the washer and now we are having mechanical problems with it as well.Desired Settlement: For Conn's to come and get the washer and give us a full refund. My sister and I are both old and widowed and this has been extremely stressful and upsetting.

Business

Response:

Thank you for the opportunity to

respond to [redacted]omplaint. Our records show on 5/13/14, [redacted]

purchased a ** washer and dryer with a 1-year limited manufacturer’s warranty.

[redacted] was scheduled for delivery on 5/15/14 and signed her delivery

ticket acknowledging she received her products in good order.

Our records show [redacted]

contacted our Customer Helpdesk stating after removing

the magnets and stickers that were left on the washer, she noticed the washer

was dented and appeared to be scratched. We requested that [redacted] provide photos of the washer damage due to no report made at the time of

delivery. Once we received the requested

document her information was submitted for review however due to a lack of communication the washer was not exchanged

in a timely manner. We contacted [redacted] on 9/29/14 regarding her concerns and agreed to honor her request for

an exchange. We followed up with

her on 10/01/14, after the washer was delivered and confirmed it was

received good order. We sincerely apologize to [redacted] for the

experience and any inconvenience that has been caused as a result of delay.

If

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

Kind

regards,

Review: On June 2012 I purchased a sofa and a love seat from Conn's.By Oct. 2012 a service request was submitted to Customer Service to inspect the sofa. The Service Tech found a manufacture defect with a staple that had protruded one of the seat cushions which tore scratched the leather.Customer Service mailed a replacement cover but what they failed to mention was that there was no guarantee on the color.The color on the cover is lighter, thicker trim, and lighter stitch. Now the sofa has one cushion lighter then the other.At one point a second Technician was sent over to take pictures and his comments were, "This sofa needs to be replaced".Customer Service Department refuses to solve this issue.I have made several attempts, but no one seems to listen or care.Here we are 2014 and I am still trying to resolve this problem.

Product_Or_Service: Jackson Furniture Sofa

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

I would like for my sofa to be replaced please.

Business

Response:

Thank you for the opportunity to

respond to [redacted] complaint. Our records show on 6/**/12, [redacted]

purchased a Oxford furniture set which consisted of two pieces; sofa and

loveseat with a 48-month FurnitureGard Plan. Our records show on 12/**/12, [redacted]

contacted us regarding her loveseat; stating the seam was coming undone on the

bottom cushions. A service call was scheduled for 1/**/13; the

technician repaired the loveseat’s seam. [redacted] contacted us on2/**/13, regarding

her sofa; stating the spring sprung out and was protruding from the sofa.

A service call was scheduled for 2/**/13; upon

inspection the technician found a staple was popping out the sofa, and the

staple had tore the seat cover; the technician pulled out the staple and advise

[redacted] would order seat cover for the sofa. On 3/**/13, [redacted] sofa was repaired the technician installed new seat casing. The

technician did notate the new seat casing was slightly lighter in color.

On 4/**/13, [redacted]

seat casings were re-ordered due them being ripped, however the service order

was cancelled due to [redacted] not being available. On 10/**/13, [redacted]

contacted us again stating the color of her sofa was different from her

loveseat. [redacted] was reminded of her FurnitureGard Plan which states

“We cannot guarantee exact color matches and natural grains. [redacted]

contacted us once again regarding her sofa on 4/**/14 stating the right side cushion is too

large and is not fitting properly. [redacted] is currently pending for a

service date for a technician to come and assess her sofa. [redacted]

spoke with a customer service manager and although the warranty does not cover

the exact color match as stated in her FurnitureGard Plan Section (B). A

service call is pending a service date to assess the repair needs.

If we may be of further

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

Kind regards,

Review: In December 2013 I purchased a top loader washer and dryer and was not happy with them so in order to exchange them I was told I had to pay a $200 restock fee which I paid. I then chose another set which I also was not happy with and again had to pay a $200 restock fee, by this time I was really not happy because the manager of the Corpus store said he could not waive the fee even after I have had good paying history for 4 yrs. At this point I had already paid $1,206.65 into this account, the manager said upon us returning the merchandise and paying the $200 restocking fee we would get a refund from the Corporate store within 11 business days, we have the receipt where the local store accepted the merchandise on February **, 2014. At the end of February we started calling the local store manager and all he would say is that it was being taken care of from the corporate office so we would give it more time but then when we'd call him again and he would never return calls so we started calling the corporate office and they just give the run around stating that its still being researched, or that the request has been forwarded to a higher level, Well I'm still out $1,206.65 for returning their merchandise which I also paid so they could take back? The store name sure suits them perfectly - 'Conn's' where they Conn people.Desired Settlement: I would like my $1,206.65 that I paid into an account which should no longer exist because I No longer have the merchandise and I would like the $400 they charged me to restock both washer/dryer sets as settlement for the aggravating frustration I've had to endure by being told lies about us getting our refund in 11 business days and for the hours we have spent on the phone trying to get a straight answer but receiving nothing.

Business

Response:

Thank you for the opportunity to respond to [redacted] concerns regarding account #[redacted]. According to our records, [redacted] purchased a top loader washer and dryer he was not happy with. He exchanged the items to the store and paid a $200.00 restocking fee. He then returned the second washer and dryer for the same reason and paid an additional restocking fee.

Our records indicate [redacted] was issued a refund of $1120.06 on 04/**/2014. This refund was for the total amount of the two payments he made less the delivery fee. We are unable to refund the restocking fees per our return exchange policy.

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

Review: I was promised a refund of 10% of my purchase price plus the $129.99 delivery fee for a total of $527.48.

On [redacted] I purchased $4,301.72 worth of products from Conn's. I was promised a delivery date of [redacted]. On [redacted] they showed up without all of my order. I was promised the rest would be delivered [redacted], they no showed that evening. I spoke to the store on [redacted] and again they promised I would have the mattress on [redacted]. Again, the mattress did not show up. On [redacted] I spoke with the assistant manager who said he would personally deliver the mattress on the morning of Saturday [redacted]. He promised that for my trouble and lack of follow through, the store would reimburse me 10% of my purchase price plus the $129.99 delivery fee by taking the total amount of $527.48 off of my account. I have filed 2 complaints with the Conn's help desk, promised calls within 72 hours both times and have NEVER received a call from them. I have spoken with the manager at Conn's, the assistant manager and several employees regarding this issue. None have followed through with the refund. The manager, Chase has promised me himself at least twice that he would take care of it. He is very rude and still has not taken care of this.Desired Settlement: I am seeking a refund of $527.48 by way of check made payable to myself or by taking it off the total of my account.

Business

Response:

Review: I have been receiving harassing phones calls 10-15 times a day for weeks on end about a debt that belongs to someone else [redacted].

I have been continually harassed by debt collectors representing Conn's for a debt that is not mine and the person they are seeking does not reside at my address [redacted]. I have explained this on several occasions but the calls continue many times per day. Today we received at least six of these harassing calls and probably more that we did not answer. I am tempted to file a complaint with the Federal Trade Commission and seek legal counsel to file a lawsuit as they are continually violating The Fair Debt Collection Practices Act.Desired Settlement: I want Conn's to never call my residence again. I have never conducted business with them and they need to honor my wishes to stop calling.

Business

Response:

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

regarding phone calls he has received regarding a Conn’s account. We have

determined this account belongs to another customer and Mr. [redacted] phone

number was linked to the account in error. We have

placed a cease & desist on the telephone number provided by Mr. [redacted] In the event Mr. [redacted] receives any further calls

from Conn’s we ask that he contact us immediately so we may address this matter

further.

We sincerely apologize for any inconvenience Mr. [redacted] experienced concerning this matter.