Conns Appliance, Inc.

Review: I purchased a stackable washer and dryer from Conn's this past week. The unit was delivered on March 15th. It worked for one day. I called on March 16th and explained that the unit was no longer functioning. An exchange was scheduled and a replacement unit was delivered on March 18th. This one never worked correctly and another exchange was scheduled. I received the third unit on the 21st. Again, this unit did not function properly. The delivery men told me that the issue was the electrical outlet and not the washer/dryer and that an electrician would need to come fix it. This seemed a plausible solution due to the fact that three units had been delivered and all three malfunctioned. However, an electrician just left my home after checking the outlet, power supply to the unit and the unit's fuses. All were fine and in working order. He assured me that the problem was indeed the appliance. I called and spoke with the assistant manager at the Conn's on Gessner Road. His name was [redacted] or something similar. He said he will be calling back to schedule a fourth unit to be delivered. He assured me that Conn's would not be reimbursing me for the cost of the electrician's visit, which was $175.00. I am a recent college graduate with a strict budget and was not anticipating this extra cost, let alone the cost of continued laundromat visits after purchasing a new washer and dryer. This has been a fiasco that I should never have had to deal with. The least Conn's could do is make sure they cover the extra expense that they have caused me.Desired Settlement: Reimbursement of cost of electrician $175.00

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 3/13/14, Mrs. [redacted] purchased a GE stack laundry with a 24-month Repair Service Agreement, 3 wire dryer cord, dryer duct with clamps, washer hose, and delivery totaling $1596.56. Our records show Mrs. [redacted] was scheduled for delivery on 3/15/14. Mrs. [redacted] contacted us on 3/16/14, stating the laundry pair was not working. On 3/18/14, laundry pair was exchanged and the new pair was delivered on 3/21/14. On 3/24/14, Mrs. [redacted] contacted us again regarding her laundry pair; stating the washer does not go into its cycle and continue to dispense water even when the tub is full. A service call was scheduled for 3/26/14; upon inspection the technician found the washer had no problems and it was working up to the manufacturer specifications. The technician notated and advised the Mrs. [redacted] that he had tested the power outlet and found the power voltage dropped to 80 when the motor kick in this indicates a problem with the outlet. Therefore, we are unable to honor Mrs. [redacted]’s request for reimbursement.

If we may be of further assistance, Mrs. [redacted] may contact us directly at 1-877-358-1252.

Kind regards,

Customer Relations

Review: I purchased a few items from the Conn's location in [redacted] along with a 4 year warranty for these items (inv [redacted])

I called to have their 3rd party company come look at the power loveseat due to the material ripping on the center console. The gentleman came out, took his pictures and even pointed out another section where the loveseat is in need of repair. A few days later a call is received from Conn's that they are not going to repair the items, I asked for a manager to call because I do not agree with their findings. The item is failing at the location the repair guy pointed out and the material is separating at the other location.

To date no member of management has reached out to discuss thisDesired Settlement: I want the item repaired which is why I purchased a 4 year warranty

Business

Response:

Thank you

for the opportunity to respond to Mrs. [redacted]r’s complaint. Our records show on [redacted] Mrs. [redacted]r purchased a [redacted] power loveseat with a 48-month FurnitureGard

Plan. On [redacted], Mrs. [redacted]r contacted us stating the loveseat is peeling on the

center console. A service call was scheduled on [redacted]; upon inspection the

serviceman found the center console had a tear on top of the lid and scuff

marks on side of the console. The serviceman also found that the left topper

seat casing had a blown out zipper on bolster and submitted documents along

with pictures for further review. On [redacted], a service representative attempted

to contact Mrs. [redacted]r to inform her based on the serviceman findings and pictures,

cracking and peeling of the material is not covered by the FurnitureGard Plan.

At this time we are unable to honor Mrs. [redacted]r’s request to repair the loveseat

due to the reported damages is not covered; please refer to “Terms and

Condition” number 15: “What Is Not Covered” letter (M): cracking or peeling of

the leather topcoat or

finish.

If

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

Kind

regards,

Review: My grandmother, [redacted], had bought furniture and on the invoice she had it stated the furniture would be delivered on Friday, [redacted]. Saturday we still didn't have anything. We had to reschedule doctor's appointments because they said they were coming. It was a complete inconvenience. I called Saturday and by the end of my calling everyone, I had spoke with 6 people. I was beyond infuriated. What I found out Saturday was that the delivery date was changed to the [redacted] and nobody had called to inform us. I also spoke with shipping and receiving and found out that they didn't even have it in the system that we had even bought furniture. The most shocking part of my talking with Conn's was I found out how unprofessional and rude Conn's corporate office was. I spoke with 4 different people there and got hung up on once. I know that I will never shop there or refer anyone to that business. I would honestly rather get furniture out of a dumpster than deal with the amount of ignorance I dealt with within Conn's business circle.Desired Settlement: If we could get a discount on what we bought that would be great. Otherwise we just want to warn other customers of the inconvenience, unprofessionalism, ignorance, and stupidity they will have to deal with if they decide to buy from Conn's.

Business

Response:

Review: Positive or Negative? I recently made a large purchase at the Conn's store in my are (store #[redacted]). The salesman was beyond exceptional. He took his time explaining specifications to my wife and I then helped us pick our "perfect" appliance. As the promo promises our delivery was set for the next day. This is where the situation takes a turn for the worse. I wait all day Sunday for the delivery technicians to get my appliances to me and finally after dark they call they are on their way. At this point the long wait had none of my attention I was just excited for our new appliance. Two men walk in wearing their pants below their butts and proceed to impose poor professionalism and bad attitudes on my wife and I. They decide not to install the appliances for very "shady" reasons. This is after they break my original appliance. I call the store while these men walked out of my house I went to hand them the phone so they could get this matter sorted out and they are already starting to pull out. I knocked on the truck door and the passenger jumped out screaming obscenities at me.They stopped the truck and a few moments later the Police Department shows up at my house responding to a call of destruction to the delivery truck. They took pictures and decided to let the technicians go but stay with my wife and I to assure the delivery drivers weren't coming back in retaliation. I have been on the phone for about 12 hours now and they all still seem baffled and keep passing the blame to other departments. I am a heart patient and have a toddler in my home to which these appliances are vital for. I have spoken to 5 Managers numerous employees and spent almost two thousand dollars. I have taken costly time off of work and have nothing to show for my time never to be given back. This is by far the unprofessional business transaction I have ever dealt with. I find it convenient for the store that the [redacted]) is in Dallas and no one knows when he will return! Terrible business.Desired Settlement: My intentions of this complaint is to educate other hard working people like myself. This issue was never fully resolved by Conn's and that is disheartening knowing how much I have spent and lost. However I will continue to climb the ropes till I get some type of compensation. At least the delivery charge could have been waived since the delivery men caused this fiasco. Maybe a discount small enough to accommodate the taxes on my account...I just feel so taken advantage of!

Business

Response:

Review: I got behind on my conns account. In January of 2014 I set up an arrangement to get it back on track. They required a pre authorized payment set up in mid February to get my account back on track. On February [redacted] 2014 I called and told the associate I was paying off the account and I would like to cancel the automatic payment. That day I paid $6405.12 in cash which made my balance $0. On the [redacted] of February they hit my account for $309.96. Now after almost a week I am told they are gonna mail me a check in 7 to 10 days for $306.95 my payment amount minus a $3.01 processing fee. I don't understand how they can take a payment when the account has a 0 balance, and how they think they should keep the processing fee on a payment that I called to have cancelled. All I can say is you live and you learn. I will NEVER deal with Conns again. Guess the name should have been a hint. I have also referred friends and family and because of what is happening to me non of them will be returning to conns either.Desired Settlement: Every time I call I am told it is being processed and that department doesn't take calls from the public. [redacted]

Business

Response:

Review: I purcharsed a sofa, and loveseat on tuesday august 19th,2014.( it came with a free tv)

Iniatially it was supposed to be delivered on sunday August 24th.

Sunday 24th around 9am, someone from the delivery department or group called me saying the sofa was damaged and they wanted to know if I was willing to take it like that and get a 10%off the price or if I wanted to order a new one. Not know all that was coming, I said "let me take a look a it and I will let you know".

When they arrived to my apartment, the driver said he was bringing the loveseat down the truck first because it was in good conditions, (i live on a second floor apartment) while trying to get to the stairs, they guy holding my loveseat did not see the first step and fell! Of course my loveseat got damaged too! Them again offered me the 10% to keep it. I said no, of course I want new merchandise.

Called the delivery people and scheduled for the next day, which luckly I was getting off early from work.

Monday afternoon delivery showed up to where I live, brought loveseat upstairs, saying they had already inspected at the warehouse, while they were bringing the sofa upstairs I found an almost 1inch whole on the back of the loveseat and a huge discoloration spot on the front.

Again we contacted the delivery people and they say they were taking it back with them. I committed the biggest error of keeping the sofa with me, because a few minutes later they left I notices thin scratches all over the sofa.

Called the store this time and spoke with salesman[redacted], not even an hour after the delivery left my apartment.

Salesman said he was contacting delivery ppl so they could come back and pick it up.

Just to clarify the sofa they brought me, looks older than the one sitting on the floor of the store( by salesman, that one has been there for more than 10 months).

Anyways, since tuesday I have been calling store and delivery place morning and afternoon, trying to find out when are they coming to pick up this sofa! I even visited the store to choose another living room, so they could juat bring me a new one and take this one.(trying to give conn's a second chance)

Salesman said no, they had to como and get this one first, I tottaly understood because due that I got this furniture via credit. But what I dont understarnd is the fact that today, wednesday Aug.28, Store manager [redacted] said I have to wait two more days for them to process the ticket to even try to schedule a pick up. Ridiculous!!!

I even offered to take this sofa back to the store, beacuse I dont want it sitting in my living room! I want a living room not just an old sof! Manager denied my proposal and said she was gonna call me tomorrow. Honestly I dont beleive it anymore, the have said that so many times and I end up calling them.

It is very dissapointing that they cannot do an ecxeption after all Ive gone thourgh. I gave away my old furniture a week ago, because I was getting a new one. Now I have been without one for more than a week and still manager asks me to wait 2 more days!!Desired Settlement: I need them to come and get this sofa ASAP and refund the credit card credit!! I just need for this to get resolved!

Business

Response:

Thank you

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

on 8/19/14, Mrs. [redacted] purchased the Franklin Nolan furniture set which

consist of two pieces (sofa and loveseat) and was scheduled to receive delivery

on 8/24/14. After further review and

research, we show after several attempts to delivery Mrs. [redacted]’s

furniture set, Conn’s delivery team was unsuccessful delivering all the

furniture pieces in good order. Conn’s

has agreed to return Mrs. [redacted]’s furniture set and issue a refund; as of

9/13/14 Mrs. [redacted] invoice has been cancelled. We sincerely apologize for

any inconvenience Mrs. [redacted] experienced as a result to delivery.

If

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

Kind

regards,

Review: 2 months ago filed a work order with conns to fix my furniture and it took them 2 months to even make the work order then 2 weeks ago the furniture tech from quality furniture come to fix one of the chairs he said the love seat need some parts they needed to order and it been 2 weeks since they repaired the chair and put order in for parts for love seat , just this last week I spoke to [redacted] from corp of conns and she said she was sorry for my inconvience and that they can give me 50 dollars for my inconvience and now today they are just giving me the run around I just don't want to deal with this no more and I talked to a lady named [redacted] in corp that told me if I want to return my merchandise that I need to fill out a form to go to conns and fill that out , when I did they said it would mess up my credit , im just tired of this and don't know where to turnDesired Settlement: I would like some kind of credit to my account and the 50 $ that was promised to me !

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show on 4/**/13, [redacted] purchased a Catnapper Torino Gliding loveseat and Catnapper Power

Gliding Recliner with a limited 1-year manufacturer warranty on both

furniture pieces, Hamlyn table, four Hamlyn side chair, and 43” Samsung TV

totaling $2922.70. Our records show on 1/**/14,

[redacted] contacted us regarding his loveseat and recliner; stating his

loveseat is not reclining and the recliner is tilting to the side when he is

reclining in it. On2/**/14, a service

call was scheduled and upon the inspection the technician found parts needed to

be ordered for [redacted]’s loveseat and found the recliner was missing a bolt

from its inside board; the bolt was replaced on the recliner. There was a

delay getting the parts needed for the loveseat due to them being on back order

with the manufacturer. [redacted] parts for the loveseat have arrived and he

is scheduled for service on 3/**/14.

We sincerely apologize to [redacted] for the delay obtaining the necessary part

needed to repair his loveseat. For the inconvenience [redacted] was mailed a

$50.00 gift card on3/**/14.

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

contact Customer Service at [redacted]

Kind regards,

Customer Relations

Review: I sent back the service cancellation forms to Conn's around 7/12/201......and according to their email "quotes"....

"Your cancellation request has been received. It is in process. Please allow 14-21 business days for this to be processed.

Thanks,

Warranty Receivables

But I never receive no proof that they cancelled the service agreements yet, over 3 months now.Desired Settlement: Change my "retail installment contract" for 32 months in the amount of $142.00 a month to the amount less the 3 service contract and less the property insurance charges.

Business

Response:

Thank you for

the opportunity to respond to [redacted] concerns regarding account

#4[redacted] stated he has

requested to cancel the insurance and the warranties on the accounts.

According to our

records, [redacted] signed a 32-month retail installment contract on June 18,

2014. That contract also included the

Repair Service Agreements on his merchandise as well as property insurance. We have attached a copy of [redacted]’s

payment history to validate that the service agreements and the insurance have

been canceled and credited to his account.

The invoice

credits applied will not reduce the minimum monthly payment due on the account.

The next payment of $142.34 will be due on October 18, 2014.

We value [redacted] as a customer and appreciate the opportunity to assist him with this

matter.

Thank you,

Consumer

Response:

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

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

Review: I bought a computer $497.88, warranty $249.99, Linksys $169.99..Total $917.86. Taxes $110.00, Finance $193.00..Grand total $1220.86. I have made a total of $1313.02 payments. I show they owe $92.16.I have made numerous phone calls trying to get this settled. Now they are saying my account is 0 balance but they say they do not owe me any credit.If you do the math 1220.86 - 1313.02 = 92.16Please settle this dispute.Desired Settlement: I would like a check for a refund of $92.16

Business

Response:

They don't keep up with promises. They "strong" arm you. They are rude condescending ,lie about where drivers are and are not. Time frames are never consistent. The pieces are supposed to be delivered or not delivered appropriately with the appropriate pieces to put the product together for you. They are in home until way past 11:30pm. No calls to say they are going to be late. When I call I get the run around. Wait all day to get a table for the third time. Extreamly angry.

Review: We ordered a sofa from Conn's and when delivered on February [redacted], 2014, the delivery men got the sofa half way into our living room and noticed they had scratched the back, I told them it was fine, it would be against the wall, and the scratches were minimal. They then told me they could not leave the couch, so they left with our sofa, stating it would not fit. (as I stated earlier, it was half way into the door) I went into the store on Monday and selected a new sofa and added an air conditioner to our order. It was supposed to be delivered to us on February [redacted] 2014. We receive a call that morning stating the delivery men had damaged our chaise lounge, but would bring half the sofa and the other half the following week. I told them I wanted it delivered all at once. The following Saturday, March [redacted], 2014, they stated they tried calling three times to set up delivery date. We never received a phone call. Conns has not tried to resolve the issue, they stated they would call and have never returned our calls. We have wasted three Saturdays waiting on our furniture, and no resolution.Desired Settlement: We ordered a sofa from Conn's and when delivered on February [redacted] 2014, the delivery men got the sofa half way into our living room and noticed they had scratched the back, I told them it was fine, it would be against the wall, and the scratches were minimal. They then told me they could not leave the couch, so they left with our sofa, stating it would not fit. (as I stated earlier, it was half way into the door) I went into the store on Monday and selected a new sofa and added an air conditioner to our order. It was supposed to be delivered to us on February [redacted] 2014. We receive a call that morning stating the delivery men had damaged our chaise lounge, but would bring half the sofa and the other half the following week. I told them I wanted it delivered all at once. The following Saturday, March [redacted] 2014, they stated they tried calling three times to set up delivery date. We never received a phone call. Conns has not tried to resolve the issue, they stated they would call

Business

Response:

CASE ID: [redacted]

On March [redacted] 2014, you provided the following information:

Thank you for the opportunity to respond to [redacted] complaint. Our records reflect that [redacted] purchased a sofa and

chaise via invoice #[redacted] on 2/**/14.

Upon delivery due to the design of her home we were unable to push the sofa

past the wall located immediately within the door way. The customer was

informed that they would need to reselect. [redacted] contacted the store to cancel

the reselect on 3/*/14 and purchased an AC Unit today3[redacted]14 as a separate

transaction. We apologize for the inconvenience the [redacted] experienced. A

customer gift card is being sent to the customer as a goodwill gesture.

Kind regards,

Conn's Customer Relations

Review: On 07[redacted]/2014, I purchased a dining room set at the Plano location. The entire dining room set was on display and included a sideboard. Conn's was running a special that day. The contract included the sideboard, and at the time of sale, I was given the impression that the entire set would be available. At no point did the salesperson mention that the availability of any piece of the set was "unknown." I have never heard of a furniture store doing anything like that. The day before the set was to be delivered, we received a call that the sideboard was not with the shipment, so the manager said that since they could not deliver PART of the order, to keep us from having to delay the delivery, they could take the sideboard off the contract on the "back end" and let us know when it's available and add it back on. So, I said OK, but asked them to please let us know ASAP when the sideboard would be available. I have requested an availability date multiple times and the salesperson has not given me any availability dates. Second, our payment is THE SAME even though they took the sideboard off the contract. However, a new contract was NOT drawn up and the copy I have STILL has the sideboard... Bottom line: I would NOT have bought this set if the sideboard was not included, and now I don't know if it will ever be available, nor do I understand how they plan to add it back on "on the back end." I have communicated my frustration to the salesperson but have not been offered any satisfactory response - in fact, my last communication went unanswered.Desired Settlement: We entered into a contract for a dining room set that includes a sideboard. I want that sideboard and I want a SPECIFIC date on which it is going to be here. If the store did not know about availability of the product, it should not have been FOR SALE. If the store still has a sideboard on display, they can give me that one, plus a refund for it being "used." If they can't do that, then I want a complete refund and cancellation of the contract at their expense for failure to fulfill.

Business

Response:

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

complaint. Our records show on 7/**/14, Mr. [redacted] purchased a [redacted] dinette set which

consisted of eight pieces; (six) side chairs, sideboard, and table. Mr.

[redacted] also purchased a [redacted] console and elected to have his

items delivered. We have received Mr. [redacted]'s complaint and confirmed prior

to Mr. [redacted]'s delivery the sideboard he purchased was on back order. On 7/[redacted]14, Mr. [redacted] received his dinette set excluding the

sideboard; we show the sideboard was cancelled from his invoice and a credit of

$649.99 was applied to his account on 7/**/14. We have confirmed the sideboard is now available, Mr.

[redacted] may visit his nearest Conn's to purchase the sideboard and sign a new

contract. We sincerely apologize to Mr. [redacted] for the experience and any

inconvenience that has been caused.

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

contact Customer Service at ###-###-####.

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.

The sideboard was delivered to me on 08/**/2014.

Review: We bought a LG oven from Conn's on 2/14/13. The oven was a lemon and LG gave us a refund of $974 via Conn's about 4/30/14. We had a $974 in store credit. Conns took a week to send the refund to our local (Harlingen Tx store 5/7/14) Conns store. We were notified 5/7/14 by our local store we went down to pick up another oven and dropped off the broken stove. We picked out another stove which was $1129, we were told could pick it up the next day 5/8/14. (the oven was in San Antonio, Tue/Thur were their shipping days. We had been without a working stove for 2 wks which salesman knew.) She said, no problem, tomorrow is Thurs so it will be on the truck and you can pick it up after 2 pm. Your stove should be here by 12noon but just to make sure, call first before we come to pick it up. I called, (2:30 pm) was told No, but you can pick it up on Sat. The saleman then said, because of the mix up the oven will be delivered for free 5/10. We asked if we could pick it up, now we have been without a oven for nearly 3 weeks, we again were told No and that the oven would now be delivered on Tuesday! We talked to sales person,local managers,corp managers. A corp manager told us on Fri 5/9/14, she would call the deliver center as well as the local store and have one delivered to us on Sat 5/13/14 because of all the mix ups. She told us she would expedite a oven to us! 5/10/14 we get a call from the salesman informed us that will NOT be getting our stove today, it will be delivered on Tues. We called the corp office again, They NEVER called the deliver center! No ONE has done anything but give us the run around. We have asked for a refund were told the corp office could only do that. the refund would take a week! We were also told we are NOT allow to pick up it, it had to be delivered due to policy change! Funny how NONE of the sales or lower managers KNEW about this policy change! We got, gee they must have been off when the changes were put out. Ending promises and still NOTHING! We could have picked up thisDesired Settlement: oven at home depot/best buy bought the oven and walked out the door with it the same day. Conn's has done NOTHING to get us this oven. They didn't offer a refund. They have promised It's NOT easy to cook food for a family of 5 on a electric skillet for 3 weeks! Conns website SAID it was available locally! They LIED, they did NOT have the stove in house! They have NOT offered anything to help us out! I am angry at this point, I just want my OVEN! Conn's simply does NOT care!

Business

Response:

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

2/14/13, Mr. [redacted] purchased a LG electric range with a 1-year limited

manufacturer’s warranty. Our records show on 5/6/14, Mr. [redacted] was approved

for an exchange through LG to re-select a new range. As of 5/13/14, Mr. [redacted] has select and received a Samsung electric range. We sincerely

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

process.

If we may

be of further assistance, Mr. [redacted] may

contact Customer Service at [redacted].

Kind regards,

Customer Relations

Review: First off they called me 3'days.before my due date.to harress me and also disrespect me and belittle me. I found out the phone they sold me that was suppose to be.new was black listed and I told them and they do.nothing.to.make ir... they call all.day.long.from.ABOUT 2 0Desired Settlement: To take.the.cell.phone.back and.call.it evem. evenK

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Conn's provides our consumers with courtesy calls as a

reminder of their due date; these calls are never intended to harass consumers

and are friendly reminders of approaching payments. Our records show on

3/29/14, Mrs. [redacted] purchased a Samsung Galaxy S3 Prepaid Cell Phone Bundle

with a limited 1-year manufacturer's warranty. At the time of purchase, Mrs. [redacted]

signed her invoice acknowledging she received a copy of Conn's Return and

Exchange Policy which states No Returns or Exchanges on Mobile Smartphones. Mrs.

[redacted] contacted us on April 4, 2014 via email and stated the phone she

purchased was not 4g and did not have a case, sim card, or memory card. Mrs. [redacted] was reminded at the time of the

Return and Exchange Policy that she had received at the time of purchase. After further research, we confirmed Mrs.

[redacted] received a new phone which was included in the bundle package. At this

time we are unable to honor Mrs. [redacted]'s request to return the phone due to

Conn's Return and Exchange Policy.

If we may be of further assistance, Mrs.

[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.

[Provide details of why you are not satisfied with this resolution.] I READ OVER THE RESPONSE GIVEN TO ME BY CONNS, AND THE PROBLEM I HAD WAS NOT EVEN MENTIONED. I HAD SEVERAL COMPLAINTS ABOUT HOW I WAS TREATED AND ALL THE HARASSING PHONE CALLS BEFORE MY DUE DATE WAS EVEN DUE.. I.DID NOT CALL ABOUT IT NOT BEING A 4G AT ALL, NEVER DID THAT HAPPEN. I WENT INTO THE BUSINESS LOCATION TO SPEAK TO THE SERVICE CENTER ABOUT CANCELING THE TO EXPENSIVE INSURANCE. AND WAS TOLD THAT IF I WANTED TO RETURN BOTH ITEMS THAT I WOULD HAVE TO PAY A RESTOCKING FEE AND WHEN I FOUND OUT THROUGH ANOTHER COMPANY THAT THE PHONE WAS BLACKLISTED AND REPORTED STOLEN. ALSO WHEN I CALLED "G.E. CAPITAL" THENPEOPLE THAT HANDLE THEIR PAYMENTS OVER THE INTERNET, I WAS ASKED FOR MY S.S. # AT THAT TIME I WAS TOLD THAT I WAS NOT USING TMY CORRECT S.S. # AND THAT THEY HAD ANOTHER PERSON WITH MY S.S. # THAT HAD AN ACCOUNT WITH THEM FOR SEVERAL YEARS??!! I MADE CONNS AWARE OF THIS AND THAT I WANTEDNTO KNOW WHAT WAS GOING ON? AND THEY HAVE NEVER CALLED BACK OR EVEN ATTEMPTED TO RETURN MY CALL PERTAINING THIS CONCERN. I GET CALLS ABOUT 6 TIMES A DAY FROM A COMPUTER AND A LIVE REP. AND IF I MISS THE CALL, THEY ALWAYS LEAVE A MESSAGE, A COMPUTERIZED WOMAN, BUT EVERYTIME A CHECK THE LIVE MESSAGE FROM A [redacted]- ----# ITS ALWAYS THE SAME PERSON FROM THEIR COMPANY, THEY NEVER SAY ANYTHING JUST SIT THERE AND REMAIN QUIET. I DONT UNDERSTAND WHY THEY DO THAT ALL DAY AND EVERYDAY. FROM SUN UP TO ALMOST 9 P.M. AT NIGHT. ALSO I GOT A.EMAIL SAYING THAT THEY TRIED OPENING A NEW ACCOUNT JUST LAST MONTH THEMSELVES??? I DON'T UNDERSTAND WHY WOULD DO THAT.. ? THAT IS ALL I CAN SAY FOR NOW BUT WILL BE IN TOUCH. THANKS SO MUCH FOR YOUR HELP WITH THIS PROBLEM AND COMPLAINT. I APPRECIATE YOUR HELP EXTREMELY.

Review: We had an account at Conns. We bought a car the end of last [redacted] We included in our car deal extra money to pay off some bills, Conns being one of them. We got our check from car dealer about the second week of December. We went to the Conns on [redacted] in Oklahoma City to pay-off our account in FULL. We did so. Sometime around [redacted] of this year([redacted]) we start getting phone calls from Conns. We get anywhere from 3 to 4 phone calls a day, including Sunday. They seem to think we owe them still on our account. We walked into the store and paid it in full JUST as I explained. These phone calls NEED TO STOP!!!!!!!!!!!!Desired Settlement: NO MORE PHONE CALLS, ACCOUNT IS PAID IN FULL

Business

Response:

Review: Complaint of service. We made a purchase that required a legally binding contract. The item that we bought was a sectional sofa. We decided to treat ourselves and buy what we thought was quality, which did not turn out that way. The couch was built poorly. We've had numerous people come out to check the couch. Until they finally had to replace it. We had been dealing with this issue 6 out of the 8 months we had the couch, which the replacement is still having the same issue. It sinks when you sit down. Called CSR. they created a ticket..told us to wait...48-72 hrs. No call. When I called they cancelled the ticket, stating no repair needed. NO ONE contacted us, to come to some type of resolution for a couch that clearly is an issue for them.Desired Settlement: I want them to show us the same respect we have shown them by making out payments every month. I want either a refund or credit.

Business

Response:

Thank you for the opportunity to respond Mr. [redacted] complaint. Our records show on 9/20/13, Mr. [redacted] purchased

a Jackson Axis sectional set which consist of three pieces (left sofa, left

corner sofa and sectional daybed) with a 1-year limited manufacturer’s

warranty. After further review of Mr. [redacted] service needs, on 4/21/14 Conn’s

agreed to exchange all three furniture pieces. Our records show on 5/24/14, Mr.

[redacted] received all furniture pieces in good order. On 7/8/14, Mr. [redacted]

contacted us stating the foam on the sectional daybed lost resiliency to the

cushion. A service call was scheduled for 7/26/14; upon inspection the

technician did not find any issue with the daybed however, he found the left

sofas large cushion core is deformed and frame is starting to come apart. Our

records show parts were ordered and shipped to Mr. [redacted]’s residence; once

parts were received Mr. [redacted] was scheduled to complete repairs on 8/23/14. On

8/23/14, the technician installed parts and screwed frame back together. At

this time we are unable to honor Mr. [redacted]’s request to receive a refund or

credit due to the furniture has been repaired and meets manufacturer’s

specification.

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

Service at [redacted]

Sincerely,

Customer Relations Officer

Review: I PURCHASED A CHAIR FROM CONN'S ON [redacted]. THEY FORGOT TO INCLUDE SOME INFORMATION ON MY CONTRACT WHICH MEANS THAT I HAD TO GO BACK INTO THE STORE ON [redacted] TO RESIGN THE CONTRACT. I WAS TOLD THAT THE WARRANTY FOR THE CHAIR WAS [redacted] AND WOULD BE DELIVERED ON [redacted]. I WAS ALSO INFORMED THAT I HAD 30 DAYS TO DECIDE IF I WANT TO RETURN THE CHAIR. I WAS CONTAC[redacted] ON [redacted] AND TOLD THAT THE CHAIR WAS NOT IN STOCK AND THEY WOULD CONTACT ME WHEN THE CHAIR WAS IN AND TO SET UP DELIVERY. I ASKED THEM AT THAT TIME DOES THAT AFFECT MY PAYMENT DUE DATE AND WARRANTY. I WAS ADVISED THAT THEY WOULD BE HAPPY TO CHANGE MY PAYMENT DUE DATE AND WARRANTY DATES. I WAS CONTACT ON [redacted] TO CONFIRM DELIVERY OF THE CHAIR FOR THE NEXT DAY AND I TOLD THEM THAT NO ONE HAD CONTAC[redacted] ME TO EVEN INFORM ME THAT THE CHAIR WAS GOING TO BE DELIVERED. THE YOUNG LADY SAID THAT IT WAS HER FAULT SHE DID NOT CALL ME. I HAD TO TAKE A DAY OFF WORK TO WAIT FOR THE DELIVERY OF THE CHAIR AND A DISHWASHER. WHEN THE DELIVERY MEN ARRIVED ON [redacted] THEY INFORMED ME THAT THEY WERE TO ONLY DROP OFF THE ITEMS AND NOT PUT TOGETHER. I WAS TOLD AT THE TIME OF PURCHASE THAT THEY WOULD PUT THE CHAIR TOGETHER AND FOR ME TO MAKE SURE THAT THE CHAIR WAS WORKING CORRECTLY BEFORE THEY LEFT. I HAD ALREADY DECIDED THAT I DID NOT WANT THEM TO INSTALL THE DISHWASHER BUT I DID NEED THE CHAIR PUT TOGETHER. AFTER CALLING THE STORE AND SPEAKING WITH THE SALESMAN AND THE WAREHOUSE MANAGER, THE TOLD ME THAT THEY HAD LEFT THAT OFF THE CONTRACT AS WELL AND THAT THEY COULD ADD THE CHARGE TO MY ACCOUNT AND HAVE THEM PUT IT TOGETHER. I DECIDED TO JUST DO MY BEST TO PUT THE CHAIR TOGETHER MYSELF. AFTER RECEIVING MORE PAPERWORK FROM CONN'S ABOUT MY BALANCE AND PAYMENTS, I CONTAC[redacted] THEM ON [redacted] AND WAS TOLD THAT MY BALANCE WAS THREE SEPERATE AMOUNTS AND THEN INFORMED THAT THE CHAIR HAD THREE WARRANTIES. $[redacted] PER SIDE OF THE CHAIR AND $** FOR THE BASE. THIS WAS RIDICULOUS. I TOLD THEM I DID NOT WANT THE THE WARRANTY NOR THE CHAIR. I WAS GIVEN TWO DIFFERENT NUMBERS TO CONTACT TO REMOVE THE WARRANTY AND NEITHER NUMBER COULD FIND ME IN THEIR SYSTEM. I TOLD THEM THAT I WAN[redacted] THE CHAIR PICKED UP AND I WAS INFORMED THAT I WAS DOWN TO THE WIRE TO RETURN THE CHAIR BECAUSE IT WAS THREE DAYS BEFORE TIME WAS TO EXPIRE. ON THE SAME DAY I MADE MY FIRST PAYMENT AS I WAS SUPPOSE TO BUT THAT WAS A CHORE AS WELL. EACH TIME I TRIED TO MAKE A PAYMENT, THE CALLS CONTINUED TO BE ROU[redacted] TO AN AGENT BECAUSE THEY WERE HAVING PROBLEMS WITH THEIR SYSTEM. I WOULD HAVE TO BE CHARGED A CONVIENCE FEE FOR USING AN AGENT EVEN THOUGH IT WAS NOT MY FAULT THAT THEIR SYSTEM WAS DOWN. I TRIED TO MAKE THE PAYMENT THREE SEPERA[redacted] TIMES. FINALLY A SUPPERVISOR DID ALLOW ME TO MAKE THE PAYMENT WITHOUT PAYING THE CONVIENCE FEE. I WENT INTO THE STORE ON [redacted] TO GET SOMEONE TO ARRANGE A PICKUP OF THE CHAIR THAT I NO LONGER WAN[redacted] TO BE BOTHERED WITH. I WAI[redacted] FOR THIRTY MINS AND NO ONE CAME TO ASSIST ME, I HAD TO LEAVE BECAUSE I HAD TO GO AND PICK UP MY [redacted]. ON [redacted] I CALLED THE STORE AND SPOKE WITH [redacted]. I EXPLAINED MY SITUATION TO [redacted] AND HE SUGGES[redacted] A VOLUNTARY REPOSSESSION. I DO NOT WANT A VOLUNTARY REPOSSISION ON MY CREDIT REPORT. I JUST NEED THEM TO COME AND PICK IT UP. [redacted] TOLD ME THAT THERE WOULD BE A [redacted] RESTOCKING FEE AND I TOLD HIM THAT WAS FINE AND THEY COULD JUST CREDIT MY ACCOUNT BECAUSE I HAVE ALREADY PAID [redacted] ON BALANCE. [redacted] ALSO STA[redacted] THAT I HAD 30 DAYS TO RETURN AND I WAS PAST MY 30DAYS. I INFORMED HIM THAT I WAS IN THE STORE ON [redacted] BUT RECEIVED NO ASSITANCE. [redacted] SAID THAT HE WOULD CHECK WITH ME AND CALL ME BACK. I WAI[redacted] UNTIL 3 PM THE FOLLOWING DAY AND DID NOT HERE FROM HIM. I CALLED BACK AND WAS TOLD THAT HE WAS IN THE BACK EATING LUNCH. I LEFT A MSG FOR HIM TO RETURN MY CALL. IN THE MEANTIME, I SENT AN EMAIL TO CONN'S CUSTOMER SERVICE OF THE SITUATION ALSO. I RECEIVED AN EMAIL FROM CUSTOMER SERVICE THAT I ONLY HAD 14 DAYS AND I COULD NOT RETURN THE CHAIR, JUST EXCHANGE. I STILL DID NOT HERE FROM [redacted]. I CALLED [redacted] THE NEXT DAY TO ASKE WHAT HE HAD COME UP WITH AND ASK WHY HE HAD NOT CALLED. [redacted] SAID THAT HE WAS NOT INFORMED THAT I HAD CALLED THE DAY BEFORE, WHICH STILL LEAVES THE QUESTIONS AS TO WHY HE HAD NOT CALLED ME BACK FROM TWO DAYS AGO WHEN I SPOKE WITH HIM. I TOLD HIM THAT I FELT LIKE THEY WERE TRYING TO BLOW ME OFF. HE BEGIN TO TELL ME THAT THE 30 DAY TIME FRAME STAR[redacted] FROM DATE OF PURCHASE, WHICH WOULD NOT BE FAIR SINCE I DID NOT HAVE THE CHAIR IN MY POSSESSION FOR ALMOST TWO WEEKS AT NO FAULT OF MINE. AFTER GOING BACK AND FORWARD WITH [redacted], I ASKED FOR HIS SUPERVISOR. HE TOLD ME THAT HIS SUPERVISOR, [redacted], WOULD BE IN AT 11:30 AM. WHEN I CALLED BACK AND SPOKE WITH [redacted], I GOT MORE OF THE SAME RUN AROUND. [redacted] SAID THAT HE WAS NOT INFORMED UNTIL NOW THAT I HAD BEEN CONTACTING THE STORE TO RETURN THE CHAIR. AFTER GOING ROUND AND ROUND WITH HIM, HE SAID THAT THE COULD PICK UP THE CHAIR AND CHARGE [redacted] RESTOCKING FEE. I TOLD THEM THAT WAS FINE. THEN HE SAID NO HE COULDN'T DO IT BECAUSE IT WAS PAST THE 30 DAYS!!!!! NO MATTER HOW MANY TIMES I TRIED TO EXPLAIN THAT I HAVE BEEN TRYING TO RETURN THE CHAIR FOR ALMOST TWO WEEKS AND GETTING THE RUN AROUND HE WOULD NOT LISTEN AND TOLD ME TO TAKE IT UP WITH CORPORATE. NO CONTATACT INFORMATION FOR CORPORATE WAS GIVEN.Desired Settlement: JUST COME GET THE CHAIR!!!!!

Business

Response:

Thank you for the opportunity to respond to [redacted]'s complaint. Our records reflect that [redacted] purchased a massage

chair on [redacted] via invoice #[redacted] with 48-month Repair Service Agreement

for each piece. The product was delivered on [redacted] signed the

invoice acknowledging the acceptance of the Repair Service Agreements purchased

for each piece. We have attemp[redacted] to reach [redacted] regarding this matter.

At the time of purchase we had a 14-day exchange

only policy with a $[redacted] fee for furniture. Our records indicate that on

[redacted] contac[redacted] our Customer Service Helpdesk regarding the

Repair Service Agreement cancellation. She was advised at that time that the

14-day policy had expired. However, she was forwarded the RSA Cancellation Form

to complete and submit.

We have not received any service request on the

chair at this time. We are unable to honor [redacted]'s request for return and

refund. However, we are willing to offer [redacted] two options to select from

regarding the Repair Service Agreements.

1. We will cancel the Repair

Service agreement and apply the full credit to the balance on her account

without prorating due to time lapse.

2. We will allow [redacted] to

keep the full Repair Service Agreement and credit the account for the amount of

$[redacted] for the coverage of the additional pieces.

Once [redacted] selects an option we will submit

her Revdex.com complaint as documentation for cancellation. We may contact us,

referencing Helpdesk Ticket # [redacted] with the decision regarding the options

available. We apologize for [redacted]'s inconvenience and appreciate her

bringing this matter to our attention.

Consumer

Response:

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

[First, the chair was delivered on [redacted] not [redacted]. Second, 0[redacted] was not the first time I tried to resolve this issue or contact Conn's. I first contac[redacted] them on [redacted] and was told I am almosr pass my 30 day window. I called them to no satisfaction on [redacted] and went into the store on [redacted] and wai[redacted] for over 15 mins for a manager but had to leave. It was not until I emailed their customer service department on [redacted] that they emailed me a form to complete to cancel my service agreement. I keep telling them I do not want the chair, but they keep giving me the run around, in my opinion. I spoke with someone a couple of weeks ago who told me that they would come and pick the chair up and have the store schedule a pickup (which I never got a call from) but less than an hour later another customer service rep called and said they will come get the chair, BUT I WOULD STILL HAVE TO PAY THE FULL BALANCE OF THE CHAIR!! How do they expexct me to pay for something I do not have. I dont mind paying a prora[redacted] amount for the time I have had the chair, but I will not pay the total balance for a chair AND return it.Canceling the service plan us not an option. I DO NOT WANT THE CHAIR. I WILL PAY FOR TIME USED IF THEY WILL JUST LET ME RETURN IT!

Regards,

Review: I financed and put a down payment on a living room set on July 21st and asked for it to be delivered on 8/1. It was never delivered

on 7/21 I selected a furniture set, financed it and put $200.00 down, I asked for it to be delivered on 8/1. On 7/31 I called to ask the delivery time for the next day and they told me that it wasnt being delivered because they were out of stock. I paid for this furniture when it was in stock and never recieved a call that I wasnt getting it and now I am out the money and cant get the store to help at all.Desired Settlement: I want the furniture that I paid for. This is the worst service ever.

Business

Response:

Thank you for the

opportunity to respond Mrs. [redacted]' complaint. Our records show on 7/21/14, Mrs. [redacted]

purchased Winship furniture set which consisted of four pieces; sofa, loveseat,

chair, and ottoman. Mrs. [redacted] received a free 32” Haier LED TV and elected to

have her items delivered bringing her purchase total to $2,563.47; Mrs. [redacted]

paid a $200.00 down payment with her Visa credit card and financed $2,363.47

with Conn's credit. We have received Mrs. [redacted]' complaint and confirmed prior

to Mrs. [redacted]' delivery the furniture set she selected was on back order and

her delivery would have to be rescheduled. Mrs. [redacted] has since cancelled her

purchase and her $200.00 was refunded back to her Visa credit card on 8/02/14. We sincerely

apologize to Mrs. [redacted] for the experience and any inconvenience that has been

caused.

If we may be of

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

Kind regards,

Review: To start I have several issues at hand. Conn's added [redacted] to my bill have I clearly provied them with a home owners policy from [redacted]. They stated they would remove the [redacted] charges but it's been two months and nothing has been removed. Upon delivery the delivery guys bend my lamp shade , dropped my old washer in which I was giving away and broke my railing. All was done and they did not inform me they did so. I had to find the hidden broken items. They also scratched my new washer. Upon conatcting delivery department they offered me a credit on my account. Which two months has still not been applied. After 30 days we were still unhappy with the quality of the mattress that we had bought . The salesman had stated after 30 days it had a sleep guarntee and could be exchanged. Thats how he talked us into a new mattress when we intended to buy a washer and dryer only. When I contacted the store the slaesman said he was sorry but he mis informed us and that one mattress did not have that gaurantee. I spoke with manager and he made me wait weeks while he spoke with different people to decide to switch the mattress out. The manager had us come to the store pick a new mattress and do a new cotract. He added the washer, dryer and new mattress and wrote a new cotract up with a different due date and amount due. He tried to add more [redacted] but I threw a fit so he made me sit one hour !! while he called them to get [redacted] creificate turned in. We went home and waited weeks for delivery because they wanted us to keep the old boxsprings that didnt match the set. I finally gave in and accepted the mattress only but of course it was the wrong thing to do. Now Conn's collection department calls me every day. They want me to pay for two contracts with the same items listed on both contracts , they still have [redacted] charges on both contracts and have not listed my refund or my damage credit on either one. I have emailed store manager almost every day and he never responds. I have asked that he have the district manager contact me but he will not answer me back. I asked he fix this and no response. I have talked to customer service every day and they say the looking into it. But they say I owe for both contracts and will be required to pay both to protect my credit. But I only bought one washer , one dryer and one mattress. I do not have two of both but they have two contracts with the same exact items on them and threaten me to pay both. I spoke with delivery and they confirm only one washer, one dryer and one mattress have been delivered. I need your help I am basically being conned. I also need my damage credit applied, unauthorzed [redacted] they added refunded and one account / contract. I have emails in refernce to the damage credit and stating it will be credited to my account. Please, help very frustrated.Desired Settlement: Damage credit applied, one legal contract, insurance charegs removed.

Business

Response:

Thank you for

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

#[redacted]. Mrs. [redacted] stated insurance

was added to her contract and she provided proof of insurance. She also stated

we offered her a discount on her product because it was scratched. She also

stated she signed a new contract, but it has not been put in place.

According to

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

February 3, 2015. Mrs. [redacted] signed a

replacement contract on March 7, 2015 removing the insurance and added the

discount she was to receive; however, the signature on that contract was not

able to be verified.

We have

attempted to contact Mrs. [redacted], but she has not returned our calls. We will be glad to implement the second

contract; however, Mrs. [redacted] will need to provide a copy of her driver’s

license. Once that has been received, we

can send her a new contract to sign through our online Docusign system.

We value Mrs.

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

attention. We have provided a copy of

both retail installment contracts as well as the payment history for her

records. Once we have received a valid

signed contract, and it has been processed, the credit mark Mrs. [redacted] has

received can be removed. Thank you,[redacted]

Review: We purchased a love seat and couch from Conn's on February 2, 2014. Two weeks (Feb 19th) after we received we called in because the stitching was coming off both pieces and the materiel was already showing big white fading spots. Conn's finally sent a third party person out a month later (March 18th) who inspected and took pictures of both pieces of furniture and declared them to be manufacturer defected and he said he was going to report them as so. Conn's called a few days later and told me that I was to cut the stitching off the couch and that it was normal for the material to fade.(after 2 weeks?) I told them this wasn't acceptable that I knew the furniture had been declared defective and I wanted store credit to pick out something else. They told me They didn't do that. I could have the same furniture. I asked them why would I want the same furniture just to deal with this again. Every time I talked to them they were rude and they would lie to me and change their story. Their refund policy that they gave me stated no refunds on furniture unless it was manufacturer defective. It was. I wanted a refund in store credit to pick out new items...of my choosing. Not their choosing. That would be the right and honest thing to do. They would never read me the report from the inspector and I finally called the company that sent the inspector who verified that he declared it defective. After a month of calling them daily trying to get this resolved they finally told me I could go in and pick out new furniture. They were not giving us store credit but I could go in and I was restricted to two pieces of furniture. They told me I could pick out anything but if it cost less then I would still be charged the original cost. For example my original two pieces cost 2100.00. If I went in and picked out two pieces that cost 1300.00. They were going to mark them up to cost the same as the first. Unacceptable. It is wrong on all accounts to mark up items that much. They refuse to come up with honest resolution.Desired Settlement: I would like a complete store credit refunded for the defective furniture with no restrictions telling me what I can and cannot buy so I may go into the store and pick out items equal to the original money we agreed to pay. I do not want to be restricted to two pieces of furniture that they will up charge. I still want to spend this money in their store. I'm not trying to get out of that. I just want them to do the right thing, let us refund our DEFECTIVE couches and credit our account.

Business

Response:

Thank you for the opportunity to

respond to Mr. [redacted] complaint. Our records show Mr. [redacted] purchased a

Catnapper Portman Sofa and Loveseat from us on 2/5/14 with a 48 month

Furniture Guard Plan. Mr. [redacted] contacted

our service department on 2/19/14 regarding the threading coming out of the

stitching. The

technician found the sofa material was fading, threads coming loose and

unraveling in the seats which were affecting both the sofa and love-seat. Upon further review we determined the damage

was caused by wear and was beyond in home repair. Mr. [redacted] was contacted on 3/21/14 by our furniture department and informed that the

threading that was coming undone was a result of daily usage and the fading is

the design of the sofa and love-seat. As

a good will gesture we agreed to allow Mr. [redacted] to exchange the sofa and love

seat and reiterated that it was not covered by the terms and conditions. Mr. [redacted] was given a credit of $1,099.99 for

the sofa and $1,079.99 for the loveseat.

Although we are unable to honor Mr. [redacted] request for a refund on 4/11/14, we agreed to honor Mr. [redacted] request for an instate

credit. Mr. [redacted] will need to visit

his nearest Conn’s to make his selection.

If Mr. [redacted] has any other questions

or concerns he may contact Customer Service at [redacted]

Kind Regards,