Conns Appliance, Inc.

Review: We paid our account in full via of telephone with a representative of Conn's. She gave us the payoff amount and we paid it. Months later we received a bill for over $2000.00 saying we now owed the interest because the account was not paid off timely. I contacted the corporate office many, many times with no help at all. I asked them to go back and listen to their recording of the conversation with me on the date the account was paid off. Nothing!!! I went into the store. The sales rep at the store said that it was the insurance on the invoice in the amount of $262.98 that they did not tell me about that they had added interest to. I again talked to corporate office. I did authorize insurance and relayed this to the corporate office. Still no help!!! We began getting at least 5 collection calls a day for months. I did pay a few payments because of their threat to turn us over to the Credit Bureau. This was against my better judgment but we were in the process of buying a house and did not want our credit ruined. We have had approximately 5 accounts with Conn's and have always paid them in full without paying interest. This has been a nightmare! I now found out they did turn us over to the Credit Bureau and we are very upset. We are still receiving calls everyday from a Debt Collection Agency.Desired Settlement: We want this removed from our Credit Report!

Business

Response:

Review: WE HAVE HAD NOTHING BUT PROBLEMS FROM CONN'S. THE FURNITURE IS FALLING APART, AND THEY REFUSE TO FIX IT. WE PURCHASED THE FURNITURE GUARD, AND STILL WILL NOT REPLACE THE BROKEN FURNITURE. THEY WILL NOT HONOR THE AGREEMENTS THEY MAKE ON THE ACCOUNT. THEY CONTINUE TO HARASS ME AND MY WIFE ABOUT PAYMENTS THAT ARE NOT DUE. IT HAS BEEN A NIGHTMARE. THEY HAVE RUINED MY CREDIT AND HAVE MADE MY LIFE MISERABLE. THEY WILL NOT HONOR THEIR CONTRACTS, OR PAYMENT ARRANGEMENTS.Desired Settlement: THE ACCOUNT FIXED. THE PAYMENTS REDUCED LIKR THEY ARE SUPPOSED TO BE. THE FURNITURE REPLACED. THE CREDIT BUREAU CORRECTED.

Business

Response:

Review: To whom it may concernI have been a customer of cons for years and have always paid my accounts . Last year I paid off an account that had cash option which I could pay within 12 months without being charged intrest , so called in [redacted] for my payoff and they told me it $ [redacted] which I went into the store on [redacted] and paid it off. Last week after a year and half I receive a call from cons refrnece to this account stating that I have a late payment. I was like what are you talking about . First thing in my mine, was someone is using my identity . When she told she said they were going to investigate and that I need to pay $[redacted] . They have been calling every single day at all hours , they have also been calling my [redacted] When my [redacted] spoke to them he was very upset and they finally told him ,oh no she actually owes more than [redacted] because all the interest have been accumulating . Again when I spoke them they did not mention that detail at all nor even tried to explain the acount status . I told them how is it possible after a year in half they come back and say you owe us this much after they gave me a payoff and I paid off the account based on the information they gave me . I don't think is fair for the consumer that they do this if I owed something they should have told me when I called or send something by mail not wait more than a year so they can make profit. In my record I have that I paid it off , I never received anything by mail nor a phone call until last week , please investigate . I was told this is not the first time they do this to their customers. Desired Settlement: I pay my pay off balance by conn s requested date. as the date my account balance was a cero I have no late notifications or valance inquired or open account to the best or my knowledge give by conn s on [redacted]

Business

Response:

Thank you for the opportunity to

respond [redacted]’s concerns regarding account #[redacted] stated her account has been paid

in full; however, she has started receiving collection calls. She also stated she received a letter stating

the account was paid in full.

According to our records, [redacted].

[redacted] signed a 32-month retail installment contract on [redacted]. That contract also included a 12-month

no-interest financing promotion. [redacted].

[redacted] forfeited her 12-month no-interest financing promotion due to two late

payments assessed on the account. On

[redacted] called our customer service department after she

made a payment in the store of $[redacted].

She was informed at that time that she had lost her no-interest

financing, the payment would not cover the outstanding balance and the account

would not close.

[redacted] did not receive

additional correspondence on the account because it was in paid ahead

status. This pushed the next payment due

date to [redacted].

[redacted] stated she received a

letter stating the account was closed.

We ask that she fax that letter to [redacted] for further review.

The payoff balance as of [redacted] is $[redacted] which includes a past due balance of $[redacted]. Please note the payoff balance is updated

daily. If [redacted] would like to pay

the balance in full, we ask that she contact us the day she plans to submit the

payment for an up-to-date payoff quote.

Review: I have been having problems with items I purchased. I called at the beginning of Dec. 2013 to have maintance done again but this time its on all of the items purchased. I called for service and was refused service. So I called the Furniture department manager at the store where I purchased the items and told him about my problems he advised me not to worry my items were covered the first year thru Conn's and he referred me to Conns Customer resolutions dept. to have it taken care of. So I spoke with [redacted] at the [redacted] and she advised me that yes my furniture is covered for the first year thru Conn's and that she would ensure I would receive service so in the next couple of days I received a call for a service appointment on 12/** but I would be out of town so it was scheduled for 12/** I received a call on 12/** that due to a emergency I was being rescheduled to 1/**.The tech came out and advised that the problems were due to poor workmanship the sleeper sofa and love seat had multiple staples coming through the furniture from the inside covered so he pulled some out but stated when the parts came in they would have to be fixed from the inside. He looked at the recliner and stated there was no foam cushion between the wood and fabric which was causing the fabric to crack on both sides. He told us the would have to redo the back of the recliner by putting in the foam backing and recover it.The tech stated he would order the parts & call me to schedule a day to come out to repair once the parts were in.Desired Settlement: I received a call from Conns saying they wouldn't fix the recliner even though it's a workmanship problem. I pay my bill I have had multiple problems with this furniture I just want my recliner fixed and Conns to honor their word and fix it

Business

Response:

Review: We went into our agreement with the understanding that we were doing a 12 months same as cash. When I went down to pay off the account 10 months in was told that it was set up as a full interest account charging interest from day one. We complained to the manager [redacted] who told us he would fix the issue and get back with us. After 3 weeks of my wife calling and begging anyone that would listen to assist, we finally were given a reference number to a gentleman at their corporate office who proceeded to apologize and tell us the account was set up incorrect but they would not fix it. If we were to pay off today the difference is $900. Due to a mistake made by their employee

All we want is what we were promisedDesired Settlement: To either have the amount adjusted to what we agreed to or to have the sectional picked up and refunded back to us.

Business

Response:

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

Mr. [redacted] stated he was of the understanding that he

would have 12-months no interest on his account, only to find out it was an

interest account.

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

retail installment contract on October 31, 2013.

The items listed on the contract did not qualify for

the 12-months no-interest financing offer at the time Mr. [redacted] signed the

contract.

We have attached a copy of Mr. [redacted]’s contract for his

records. Due to the

items not qualifying for the 12-months no interest financing, we are unable to

honor Mr. [redacted]’s request at this time.

We value Mr. [redacted] as a customer and appreciate him

bringing this matter to our attention.

Review: I paid 600 for a repair service with conn's for my laptop. My laptop crashed due to a faulty fan causing the laptop to overheat. I sent the laptop for repair. When I got it back it worked for a while and stopped working once again . I opened the laptop and saw that the fan was never replaced the first time. So I took it back again. It took 1 week before they even looked at the laptop. now three weeks have passed and I still have not received my laptop back. It seems as if they are taking their time on purpose. I have called many times and no one seems to want to help me.Desired Settlement: I would like a refund for the service plan.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show 2 service orders on file regarding [redacted] notebook that was purchased with us on 2/18/12. [redacted] contacted us on 3-9-13, stating his computer was going to a black screen. Upon inspection the technician found the notebook needed to be restored, no parts were replaced and the notebook tested OK. [redacted] contacted us again on 12/9/13, upon inspection the technician found the fan needed to be replaced, the part was ordered and installed on 12/26/13, while testing the notebook it continued to freeze. Due to the repair delay an exchange request was submitted and approved on 1/4/14. [redacted] has been contacted and is aware of the approval. We sincerely apologize to [redacted] for the delay, if we may be of further assistance, [redacted] may contact us at [redacted]

Review: On [redacted] the day that my payment is due, my mother walked into Conns located in [redacted] to pay my 80.00 cash on my account. The very next day I was called approximately 3 times about lack of payment. At which I had thought because my mother paid after 5p.m. it did not post immediately. However the next day after that [redacted] I was still being harassed about this situation. As of today [redacted] it was reported on my credit report that I have missed a payment. I have spoken with over 20 different representatives who all claim that they left it in their notes about the misunderstanding and mysterious payment. In one conversation with a representative she asked if I could mail in a copy of my receipt in which I paid. Because it had been months since the whole ordeal began, the receipt was extremely faint, so I had no choice but to send the original. To my surprise Conns Headquarters in [redacted] never received it. Back in July after speaking to maybe three representatives, I provided the confirmation number to the rep believing she could simply pull up the confirmed payment. Wrong. I do understand their system of even printing receipts if the confirmation number dont mean crap. Now they have sent my credit score flying down and I am in the process of purchasing a home.Desired Settlement: Repair my credit score (remove mark)

Pull video footage of my mother paying

Credit my account for the 80 dollars I have paid

Business

Response:

Thank you for

the opportunity to respond to Mrs. [redacted]’s concerns regarding her

account. Mrs. [redacted] stated she made

a payment on her account; however it never posted to her account.

According to

our records, the missing payment was located and applied to Mrs. [redacted]’s

account on [redacted]. We have also

corrected any negative credit marks Mrs. [redacted] has received due to this

error.

We value Mrs.

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

due to this matter.

Review: I've received calls 6 in one day, from Conn's in regards to a debt that is not mine. It's not unusual for them to call 3-6 times in one day. I've let them know on multiple occasions that the number they have is not correct, that it is not my debt and I have nothing to do with it. I've spoken to a supervisor "[redacted]" and she stated as well as others operators that the number would be removed from the system within 24 hours. Yet, here they are again calling me at all hours of the day and night. They are interruping my workday, interrupting family time, and I'm just about at the end of my rope.Desired Settlement: I want an apology. This is not my debt, this is not my problem. Get your records straight and stop harassing people.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] concerns regarding phone calls she has received regarding a Conn’s

account. We have determined this account

belongs to another customer and Mrs. [redacted] phone number was linked to the

account in error. We have placed a cease

& desist on the telephone number provided by Mrs. [redacted]. In the event Mrs. [redacted] receives any

further calls from Conn’s, we ask that she contact us immediately so we may

address the matter further.

We sincerely apologize for any

inconvenience Mrs. [redacted] experienced concerning this matter.

Review: Had a couch delivered Monday July 7 at 11 AM, I did not notice the problem area(s) until after the delivery. On the back of the couch (where the back panels meet in the corners) its peeling back on most of the corners and you can see screws and staples. There is also material that has been rubbed off on the corners, like its been dragged on the ground.I was told by delivery that I had 72 hours to call if there was an issue. I called [redacted] at 830 am on July 10 (NOT YET 72 hours). Once I received a call back @ 1:53 PM (now after 72 hours) I was told that its over 72 hours (because Conn's counts days not hours) and they will send someone out to repair it. Why do the delivery drivers say 72 hours if it's not really 72 hours?I called customer service and no one can help you, they tell you to call the store, the store tells you to call customer service and they in turn transfer you to the "correct" department, but it's never the correct department. They open tickets and then close them as resolved without ever communicating what the resolution is. On Saturday July 12, I finally called the manager at the Chandler store, [redacted], and he told me that they were going to replace the defective section of the couch. The delivery people called that same day to set up a time to come out and replace the defective couch. Sunday, July 13, the delivery driver is at the house and tells me that Conn's ordered the wrong one. You deliver a couch that is already falling apart and then when you try to correct the problem you mess that up too. I had other items that we purchased (oven, rug and microwave) that have not been delivered and I have already cancelled those. On Monday July 14, I called customer service yet again and asked them to come pick up their defective couch and to close the credit account.. I was told they could come get the couch, for a $129.00 fee and then I could exchange it for something else, or I could do a voluntary repo but I am still responsible for payment.Desired Settlement: When you make a big purchase, such as a couch, you are not only paying for quality merchandise, you're paying for quality customer service. Since the couch was delivered defective and then you sent the wrong couch out to "fix" my issue and the complete lack of customer service, I would like for Conn's to come pick up their defective couch, which still has all the tags on, and close my credit account with no negative impact on my already good credit.

Business

Response:

Thank you for

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

on 7/06/14, Mrs. [redacted] purchased a Catnapper Nobel furniture set

which consisted of three pieces; sofa, loveseat, and wedge with a 48-month

Furnituregard Plan on all three pieces. Mrs. [redacted] also received a free

Haier 32” LED TV and elected to have items delivered. Our records

indicate Mrs. [redacted] was scheduled for delivery and received her items on 7/07/14. Mrs.

[redacted] contacted us on 7/10/14 which is 72 hours after receiving delivery; Mrs.

[redacted] stated the back of her couch was peeling and the staples and screws were

visible. After researching Mrs. [redacted]’s complaint we found an exchange

was approved to replace her sofa. Mrs. [redacted] was scheduled to receive her

sofa on 7/18/14; upon delivery Mrs. [redacted] stated the sofa was the

wrong item it was the loveseat that was defective and needed to be

replaced. As of 7/22/14, Mrs. [redacted]’s new loveseat has been delivered and

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

experience and the inconvenience as a result of delay.

If we may be of

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

Kind regards,

Customer

Relations Officer

Review: We purchased a television and were also convinced to buy a sound bar of the same brand. We were told it would enhance our experience and that because they were the same brand they were compatible and we would be able to set it up wirelessly through Bluetooth. After having the product for a couple of months and trying to configure the connections in different ways we called customer support to find out the TV we purchased was not even Bluetooth compatible! I feel I was hustled and taken advantage of. Now I can't return the sound bar with out re qualifying and making a purchase of close to $400 AND I would still have to pay a restocking fee.Desired Settlement: Either replace it for a television that's Bluetooth compatible and the same amount as the one we purchased or provide us with a cable so that we can even be able to use the additional component. The sound bars only current purpose is a wall decoration :(

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint regarding a purchase that was made by [redacted] on 3/16/14. Mrs. [redacted] has been contacted by the local store manager regarding her concerns. As a gesture of goodwill Mrs. [redacted] was provided the audio cable needed and received an in home installation at no additional charge. 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: Received the wrong merchandise after waiting over an 1:30 for delivery at the pickup warehouse. I got home to find the wrong table and the Memphis [redacted] refused to discuss the issue... called corporate and waited another 1:40 mins and still no fix to the issue.Desired Settlement: I want the correct items, and additionally, two (2) chairs for my time and rudeness of the [redacted]. I want to know why the [redacted] fells its not his problem. why he felt the need to blame the [redacted] who wrote the same item numbers I did and thus is blameless in the issue. Why it took so long to correct and why or how a company has 1600+ complaints with unsatisfactory resolution can maintain an A rating... is it true that you pay your dues and maintain an A?

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show on **/26/14, [redacted] purchased the [redacted] Dining set which consisted of seven pieces (table and six

chairs) all with a 48-month [redacted] Plan and financed his account with [redacted] Acceptance.

We received [redacted] complaint and found he contacted our

[redacted] department stating after he picked up his merchandise from

our [redacted], TX warehouse, he realized he received the wrong table upon setup. We

confirmed with the [redacted] that [redacted] did receive the incorrect

table therefore an exchange was approved to pick up the correct table. Our

records show as **/17/14; [redacted] has received the [redacted] table he

originally purchased with his dining set.

Although we are unable to honor [redacted] request to receive

two additional chairs, as a gesture of goodwill we will mail [redacted] a $50

gift card for his inconvenience; please allow 7-10 business days to receive. We

sincerely apologize for [redacted] experience during this process.

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

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. I had to take two days off work and I make a lot more than fifty dollars... after numerous attempts Conn's [redacted] continued to lie and failed to process the correct paperwork. I suffered late fees on my payment and harassment from your employees. Should Conn's need further information they can call ME!

Review: My wife and I purchased a rocker/recliner, chair, and matching sofa about 6 months ago. The spring in the chair broke last week and there are tears in the seams of the couch. We called to have warranty fix it. The earliest date available is December 26 for them to even look at it. Then if they can't fix it on the spot it will be at least another month before it gets fixed. When we purchased the warranty, our salesman made it sound like if we had any problems it would be taken care of in days. We need it fixed sooner than December 26th. We have spoken to Conn's several times. The last time their Customer Service center hung up on my wife--she wasn't even being rude. They keep telling us that is all they can do, and shipping us to [redacted] has told us that Conn's can do more that "there are other options". [redacted] has also been rude to my wife on the phone. Conn's keeps saying that is all they can do. We went into the store. The manager emailed his supervisor, and told us he would try to get it fixed on December 5th because [redacted] was going to be in the area. Conns Customer service called and then connected us with [redacted] said they weren't going to be in that area and the manager or Conn's had no say in when it would get fixed. We called the manager to let him know what they had said, at his request. He said he hadn't heard anything from his boss, and he would let us know something on Friday or Saturday. We haven't heard back from him. We feel all we've done is deal with rude people and been sent in circles trying to get our furniture fixed. We need it fixed before Christmas. We don't need to sit around and wait until they call saying their on their way because they cannot give us even a window of time yet. We have plans on the 26th, but we were told if they didn't come on that date it would at lest be another month.Desired Settlement: 1. Get our furniture fixed quickly within a week or two by a local company not coming to [redacted] from [redacted]. We need furniture for the holidays.

or

2. Replace our furniture. It is only 6 months old. We shouldn't be dealing with broken furniture this quickly anyway. We need furniture for the holidays.

or

3. Come get the furniture and pay off what is owed, so it will not hurt our credit and we don't have to deal with a company that is rude and gives customers the run around. Then we can get furniture from somewhere else because we need furniture for the holidays.

Business

Response:

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

Our records show on 6/21/14; [redacted] purchased a [redacted]

recliner, a [redacted] sofa, and a [redacted] Beige chair and

ottoman all with a 48-month FurnitureGard Plan.

We received [redacted] complaint and found he contacted our

service department on 11/22/14 stating the springs were coming out of his

recliner and the cushion seams were coming apart on his sofa. [redacted]

service appointment was originally scheduled on 12/26/14 with US [redacted] who

currently provides service repairs on furniture purchased from Conn’s. [redacted] expressed his dissatisfaction with the date of service and requested a

sooner appointment. We were able to schedule [redacted] service appointment

with Montage on 12/09/14; who also provides service repairs for Conn’s

furniture in some regions. During the inspection, the serviceman found parts

were needed for repairs. Once we receive the necessary parts, [redacted] will be

contacted to schedule a date to complete the repairs.

We sincerely apologize for any inconvenience [redacted] experience

as a result of delay scheduling his initial service appointment.

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

Sincerely,

Review: On 2/20/2014 I purchased a Sharp Sound Bar and a window a/c unit that was off the floor. While doing the paperwork for the sale I specifically asked the sales person what their return policy was on the a/c unit, since it was a floor model and not in a box. I was informed, quit confidently, that if it did not work it could be exchanged but not refunded. I said that would be fine. I went home and and installed both the sound bar and the a/c unit. Had problems with the soundbar and noticed that it was not packaged correctly and was missing instructions. Since the weather had been very cold, there was no reason to try the a/c. I returned the sound bar the next day and received a new one since the one I was given was obviously one that had been returned before.I was still having issues with the soundbar and decided to I would return it on my next day off, which would be the following weekend.That Saturday it was very warm, so I decided to try my new a/c unit. It would not cool below 73 and started making noises. So I packed the sound bar up and removed the unit from my window and took them back to the store. When I got to the store, I was informed that they had a 24 hour return policy and that they would not take back or exchange my products. I explained that when I asked for the return policy, I was informed that I could exchange the window unit if it did not work and was never informed of a 24 hour policy. If I had been, I would have never purchased anything from the store, let a lone a floor model a/c unit that I was not going to use right away.We did check the sound bar and it did work at the store but they would do nothing for me about the a/c unit and that I would have to contact their coporate office for an okay to be put in my file to exchange the unit. On Monday March 3rd I started contacting the customer service help desk. I have had nothing but a run around with them. They did attempt to call me and I returned their call only to be sent to voice mail. When I called back I was told thatDesired Settlement: After being told that a decision had been made before anyone had spoken to me, I would like them to replace my unit or give me a refund. They can have both items back so I do not have to owe them anything. I feel that I should not have to recheck a refund policy when I specifically ask what the policy is and then to be given the run around when I am trying to get the problem resolved. When you try and return a call to what is supposed to be the coporate office, you are sent back to the helpdesk.

Business

Response:

CASE ID: [redacted]

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

complaint. Our records reflect that Ms. [redacted] purchased a sound bar and

Window AC Unit via invoice # [redacted] on 2/20/14 as a Floor Model. Our return

and exchange policy does not permit the return of window AC units. Ms.

[redacted]’ signed invoice indicates that the return and exchange policy was

received. Ms. [redacted] may contact the service department at 1-855-266-6349 for

assistance with the unit. I have attached the Return and Exchange Policy given

to our customers.

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

us directly at 1-877-358-1252.

Kind regards,

Conn’s Customer Relations

Consumer

Response:

My issues are still not completely resolved. On Monday March 17th 2014, I returned my items to the Burleson Texas store, as I had told one of the many customer service personal the previous Thursday I was going to do. After dropping the items off, I was called and told that the store could not accept my items and I needed to come back and get them. I once again called their customer service line and spoke again with another person. He informed me after a long conversation that it did show that I was approved to return my items, at no time did he tell me that I needed to fill out any forms or that I would still be responsible for any payment. I also requested a full copy of all the conversations that I have had with customer service, especially the one showing that my items have been dropped off at the store and it was approved to do so. Since that day, I have received several phone calls a day from Conn's telling me that my payment is due. I have told each person that I know longer have the items and that they were returned to the store. The last conversation I had on Monday March 24th 2014, I was told that even know that I had returned the items, it was considered to be a voluntary repossession and that I was still responsible for 50% of the total balance.I informed the customer service rep that I was not responsible and that I had it approved to return my items and not at any time was I informed that I would be required to pay for the items that I no longer had. Supposedly there is another case open and a manager is supposed to contact me about me being able to get a copy of all my conversations in regards to this matter. As of today, March 26th 2014, I have not spoken with anyone nor have I received my requested copies of said conversations.

Business

Response:

Conn’s would

like to apologize to Ms. [redacted] for the experience she has had with us. Upon further review Conn’s has agreed to

honor Ms. [redacted] request and return the sound bar and air conditioner. A credit of $298.73 has been applied to her

account and a credit of $11.93 is due to her via her Visa card. Ms. [redacted] will need to visit her nearest Conn’s

for them to apply the credit to her credit card. If we may be of further assistance, Ms.

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

Sincerely,

Customer Relations Officer

Review: First, I would like to say that I have never experienced worse customer service than I have from this company.

I contacted Conns to pay off the amount on my account so as not to be charged interest. When I contacted Conns, I spoke with a gentleman who had asked if I wanted to make my monthly payment by card or check. I then told him that I would like to completely pay off the balance today by card. He said ok, and told me that my balance was $1,659.25. I then asked why it was that amount as the letters that I've received from Conns states that $1650.80 is due by 10/28/2014 so I asked if he could tell me as to what this extra $9 is pertaining. He said that there is a 10 day grace period so the $9 couldn't be interest, maybe the balance changed since my last payment. Then he said that he would transfer me to another department for review. I was then transferred to a woman (explained the concern about the charge again) who told me that the charge doesn't look like it was interest or anything and could be some insurance because that is usually added on at the end. I asked if she could take a look and just verify that this is what the charge was concerning. She said that she doesn't have access to view that information and that she is transferring me to Billing. I asked if billing should be able to verify the charge, she said that she doesn't know and that they have a different computer system.

I was then transferred to a man (explained the situation again) who just repeated the balance in the account. When I asked him to verify the $9 charge, he asked me to hold for a transfer.

I was then transferred to a salesman. I explained my situation again. He then gave me this long explanation about how I should pay off my account as soon as possible to avoid the interest charges. I then repeated for the second time that I intend on paying the balance, I just need to know what the addition charge is and why it contradicts the information on the letter that I've received. He then says that my monthly payments just change every month and the amount was higher because the letter was dated in September and my payment amount went up. I then informed him that I have a payment booklet and my payments are the same each month, they do not change. And it they do I would like to know why. I then explained that the letter received was produced after my payment was processed anyway so this does not make much sense. He then interrupted me and said that I will need to speak to his manager. His manager, I believe the name was [redacted], was then put on the line. He asked me to explain my situation. I stated that I've talked to several different people and I just want to know why I am being charged this additional $9. He then talks about the $9 charge as if I am worried about affording the additional $9... I am not. I wanted a simple answer to my question that has apparently taken over 45 minutes to receive. He then states that the charge is Interest for not paying off my account by 10/18/2014... 2 days ago. I then said that's great, but I receieved this letter from Conns clearly stating that my Cash Option will expire 10/28/2014 (not 10/18/2014) and has $1650.80 as the amount that is due. The manager said that it doesn't matter what the letter said, that it could have just been an advertisement and that they have to go by what it says in my contract. I asked his where the information was located on my contract and he said it was at the bottom of the contract, no specifics. He also said that it would be impossible to reverse the interest charged because my account would just remain open and I would continue to be charged interest. He then wanted payment, I said that is fine... He then told me that an additional $3 fee will be applied for processing the payment. I asked how this was different from the automated system as I have never been charged this fee. He said that it is the vender and it has to be charged. At this point I just sighed and told him to process the payment. He then said that my payment wouldn't go through and said that I have a limit on my card. I informed him that I do not have a limit and that it is probably due to a fraud issue but I will call my bank later. He said that he will move the payment to the next day 10/21 because of this. I asked if I will be charged a late fee or more interest. He then repeated that my payment wasn't processed because of the limit issue. I then states that I understand that you think there is a limit issue but it is not. I then repeated the question to which he answered no, my account will be fulfilled and I should not receieve any additional charges.

I then asked him to verify the due date on my other account which he stated 10/28/2014. I told him that I would like this issue escalated because the letters I received have the incorrect dates. He then just gave me a fax number and said there was no other way to reach the corporate office.

The call concluded.

I have never had worst customer service from a company and I do not trust this company.Desired Settlement: I would like your company to improve your training courses for your employees as it is clear no one actually knows what they are supposed to do not where their resources are to access the information. It took several people and over 45 minutes to halfway answer my question. I was also never provided with a break down of the interest charge or why the letter states different information concerning the date due.

I would also like an explanation as to why when I paid with the manager over the phone, why there was an additional charge. He also had no idea that I would not need to pay the additional charge through the automated system. I would like someone to investigate all of these charges and investigate the letters received concerning my Cash Option ending and explain what happened and why.

Business

Response:

Thank you for

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

#[redacted] stated she received a letter in

the mail stating her payoff balance was $1650.25; however, when she called to

schedule the payment the agent stated the payoff was $1659.25

According to

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

April 18, 2014. That contract included a

6-month no –interest financing promotion.

We are in the process of refunding $12.45 back to [redacted]. She should receive the refund check within

10-14 business days.

We ask that she contact us directly if she does not

receive the refund check so we may track it for her.

We value [redacted] as a customer and sincerely

apologize for any inconvenience she may have experienced due to this matter.Thank you,[redacted]

Consumer

Response:

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

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

I would also like to say that the company should still review the information that is being printed on letters mailed out to consumers. The information on the letters can be misleading

Review: Purchased mattress with 5 year warranty. The mattress has a warrantable issue and will not honor an even exchange. They require we pay extra. Late in [redacted] we contacted Conn's Appliances about a problem with our [redacted] that we purchased in [redacted]. We were told someone would come out and evaluate the mattress and see if it was covered under warranty. Conn's sent out a third party evaluator and they looked over the mattress and took photos and said they would report back to Conn's their findings. About a week later we get a call from Conn's saying that our mattress was covered for the defect that the evaluator documented. We were told to contact the store and they would give us the details of the warranty process. We called the nearest store and were told that we needed to come and pick out a mattress and they would pick up the old mattress and deliver the new mattress and we must do this within 30 days. That was on [redacted]. We made an attempt to go to the closest Conn's on [redacted] but that store is closed during the week. We then went to the Plano Texas store this past Saturday [redacted] and met a sales rep who told us that we were given credit for what we paid for the mattress and would have to pay additional money to get the same mattress. This is where we have the problem, we went there expecting to get a replacement mattress comparable to ours in an even exchange. We were not picking something more expensive, in fact they did not even have any mattresses comparable to ours in the store and we later found out they do not have any online either. We asked for the store manager, [redacted], told us the same thing that although we bought the mattress they would only reimburse our purchase price and not an even exchange for a comparable product. That does not make sense so I asked for his direct supervisor contact information and it was provided. This morning I tried to contact [redacted] at the telephone number he provided (877) 358-1252. I talked to the service agent and was told I could not talk to [redacted], I also asked if this was being recorded because I want them to. I asked for the agents supervisor and was transferred to [redacted] and she too said that they would only replace the original cost of the mattress because they cannot provide a more expensive product. I am not asking for a more expensive product just the same product or comparable one. I thanked her for her time and ended the call. I then called [redacted] and reached [redacted] who again recorded the call and listened to my story and provided me with [redacted]'s warranty information and also gave me another number for Conn's customer service. I called the new number and spoke with [redacted] and was told I need to contact the Resolution Department at [redacted]. I called that number and spoke with [redacted] and again explained my issue and explained what the warranty documents say from [redacted] and was told "we are warranting the Mattress not [redacted]" I said that does not make sense when the Warranty information from [redacted] clearly states the mattress should be replaced for no cost if it is still in the 5 year warranty period. All this is going on and this claim must also be settled by [redacted] or I lose the claim altogether.Desired Settlement: I am asking for a replacement mattress similar or exactly the same as the [redacted] in King size. [redacted] warranty specfically states that within the 5 years from purchase the warranty cover repalcement at no cost.

Business

Response:

[redacted],

Conns would like to thank you for the opportunity to respond to [redacted] complaint. Our records show on [redacted] purchased a [redacted] Mattress with us. I have spoken with [redacted] and he is requesting an even exchange although we no longer carry the mattress he currently owns. [redacted] has provided a copy of [redacted]s warranty information in regards their coverage. The information he provided is the same information we have on file. [redacted]s warranty states, "If the [redacted] product you purchased is discontinued at the time of the repair or replacement, a current model of comparable quality or value will be selected". Conn's does not currently have a model of comparable quality or value for [redacted] to select. Conn's is willing to extend [redacted] the same 2 offers as mentioned in our previous conversation. [redacted] has been extended a credit of $439.00 which is the original amount paid for his mattress, he is welcome to use that credit toward another mattress, if the mattress exceeds his credit amount [redacted] will be responsible for the difference. If [redacted] is unable to find a mattress that will meet his needs within the credit amount approved, Conns is willing to offer him a full refund of $475.22. [redacted] may visit his nearest Conn's once he has made a decision. Supporting documentation have also been included and I will mail copies to [redacted] as well.

Review: I purchased a [redacted] laptop computer from this store on [redacted], and upon turning it on at home discovered the touchpad was defective. We called [redacted] and were told to try rebooting the system, but this did not fix the problem. I called Conn's, explained the situation, and had to convince the machine should be replaced rather than repaired. I went to the store on [redacted] and received another of the same laptop, whose touchpad was also defective. When I informed the store manager of this, he said I could either get a different computer from them or get a refund minus a 15% "restocking fee." This is what I had to do to get a partial refund. In effect, the store extorted money from me. I paid $[redacted] to return a defective laptop, twice.Desired Settlement: I wish to receive the remainder of my payment for the laptop, since they now have the computer. I should note that the store representative wrote on the refund invoice that I returned the computer because I was "unhappy" with the product. This is not accurate. Neither computer worked properly.

Business

Response:

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

complaint. Our records show on [redacted], **. [redacted] purchased a

[redacted] notebook with a limited 1-year manufacturer warranty.

**. [redacted] elected to pick up his notebook from our [redacted] location, and

signed acknowledging his notebook was received in good order.

After researching **. [redacted]’s complaint we found he contacted his

local Conn’s location the next day; stating the notebook was not powering

on. Due to a 24-hour failure **. [redacted]’s notebook was approved for an

exchange. **. [redacted] exchanged his notebook with the same model.

However, **. [redacted] later contacted his local Conn’s; stating the notebook

keyboard was malfunctioning. Based on the problem description we

suggested for **. [redacted] to bring his notebook in for service. **. [redacted]

refused to have a service technician assess the unit; due to **. [redacted]

refusing to have his notebook assessed we offered **. [redacted] the option to

return or exchange his notebook with a 15% restocking fee. As of 10/24/14, **. [redacted] returned his notebook with a 15% restocking of

$150.00.

At this time we are unable to honor **. [redacted]’s request to refund

his restocking fee; the notebook was set to service upon the return and there

was no problem found..

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

Customer Service Department 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 have determined that this proposed action would not resolve my complaint.

The company seems to think that having a policy justifies treating customers as they treated me. Both laptops I received from Conn's had the same problem -- a keyboard to which the cursor would not respond without repeated clicking of the touchpad. I was not willing to have a new machine repaired, and thus the company charged me to return a malfunctioning computer, twice. I would hope the Revdex.com would note that this company is asking cusotmers to pay a "restocking fee" for defective devices, a practice that is surely unfair to customers.

Regards,

Review: I spoke with someone in Jan to set up payment arrangements to pay 2 of my Conn's accounts off so I scheduled the money to come out on Feb ** and asked the gentleman what I should do if I get money sooner than that. He said if I called after I made the payment they could cancel the automatic draft. On Feb * I paid both accounts off and called to cancel the automatic draft and was insured it was done. I double checked the week after that and saw there was a payment coming out and called them once again and was again assured it wouldnt come out because the accounts were closed. yesterday I get letters saying both accounts have been paid yet I get an email saying the payment was being drafted but because I didnt have funds it didnt go through. They did manage to take a $246.76 out of my account. I called them and they are rude and said it will take 48-72 hours for the account to be reviewed/investigated for their mistake and now im stuck without buying groceries for my kids. They wont give me contact information for managers and will keep me on hold to wait for one until im too tired to hold anymore.Desired Settlement: I would like my money $246.76 back as I havent owed them anything since Feb * asap and to compensate would like them to take some of the late payments off my credit report.

Business

Response:

Review: I am e-mailing you because I have yet to receive a response from your organization that is satisfactory regarding the repairs that were supposed to take place regarding a bed that I had bought and fully paid for that was under warranty. I contacted your company January of this year regarding my bed being defective the frame has basically cracked and the bed sags in the middle as a result. I called the customer service line, they took my info said the repair department that handled this would call me.. They did they set up an appointment and sent someone to my home to take pictures of the bed etc etc... During his visit there the gentleman told me that the people that did the initial install should have advised me that because I have wooden floors that the legs would not stay because of the rubber bottom and that is what they would always slide... He told me that once it was repaired I would have to buy something additional from home depot to keep it more stable.. However he said that he would send in the info .. someone would contact me ordered the parts and once the parts were in for my bed I would need to call again and reschedule for someone to come out and fix it... I was given a two week eta... More than two weeks went by .. I called the customer service line AGAIN... was given a number to a distribution center in Dallas after I explained my situation the lady acted as if I was calling the wrong department ... She placed me on hold came back to the line and said she would call me prior to the end of the day to let me know when to expect my items for repair.. This was 6 weeks ago and I have still yet to hear back from anyone in your organization... I need for this to be resolved immediately... If you look at my pay history you will see I have always paid you on time and early.. I expect the same level of service in return from you... Please resolve this matter...Desired Settlement: I need for my bed to be replaced ASAP... and installed correctly..

Business

Response:

Thank you for the opportunity to respond Mr. [redacted] complaint. Our records show on 2/09/13, Mr. [redacted] purchased a London queen bedroom set which consisted

of six pieces; footboard, headboard, rails, mirror, nightstand, and dresser

with a limited 1-year manufacturer warranty on all six pieces. Our

records indicate Mr. [redacted] was schedule for delivery and received his items

on 2/20/13 in good order. Our records show on 1/25/14, Mr. [redacted] contacted us regarding his bed

rails; stating his mattress was caving in the middle. We attempted to

contact Mr. [redacted] on 1/27/14, to set-up a service

appointment but we were unsuccessful in our attempt; Mr. [redacted] called back

later that day and scheduled a service appointment for 2/22/14. On 2/22/14, a serviceman went to assess Mr. [redacted]’s bed and found the feet

that connected to the slats were stripped out. Mr. [redacted]’s bed was

forwarded to the manufacturer for a repair review; on 2/26/14 an exchange was approved for Mr. [redacted] to

replace his bed rails. An even exchange was keyed on 5/26/14, for Mr. [redacted]’s bed rails and is scheduled to

be delivered on 5/28/14. Although we were

unsuccessful in our attempt to reach Mr. [redacted] today if he is not available

for tomorrow delivery he may contact the Dallas delivery department to

reschedule. Dallas delivery can be

reached at 1-972-225-9970. Conn’s would

like to apologize to Mr. [redacted] for the experience he had and for the inconvenience

as a result of the day.

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

Customer Service at 1-877-358-1252.

Kind regards,

Customer Relations Officer

Review: I purchased a large amount from Conn's in [redacted] on 6/18/2014. everything was delivered BUT THE bed was to high. I am disabled can not walk they saw and knew this when I was at the store BUT THEY SENT THE WRONG BOX SPRING! Because of my disability I can not move my legs, I feel off of the bed TWO times! I emediatly called the store on 06/19 and after a lot of arguing they finally said they would replace the boxspring with a shorter one. I had to contact the media to finally get some action from them but once again everthing came to an end. The delivery people also damaged my wood floors , they sent a private contractor out to look at the damage and they agreed to repair the floors. But I have not heard anything back from them about the floors. I am totally disabled and I do not like being taken advantage of.I have had M.S. for 32 years , I tollerate a lot both my wife and I have had a lot of situations that we have had to deal with. I should have paid attention to the word CONN'S and I did not need to know I should take that word seriously.Desired Settlement: I want my BOX SPRING , if they can not get it for me then do not charge me for the items. I will have to put up with the box spring and my damaged floors

Business

Response:

Thank you for the opportunity to respond to Mr.

[redacted]’ complaint. Our records show on 6/18/14, Mr. [redacted] purchased a [redacted] Queen box spring and received delivery on 6/24/14. On 7/17/14, Mr. [redacted]

contacted us stating his box spring was too high. A service call was scheduled

for 7/31/14; upon inspection the technician determine the box spring was not suitable

for Mr. [redacted] and recommended a low profile box spring. As a gesture of

goodwill, Conn’s special ordered a low profile box spring. On 8/24/14, we

received the low profile box spring and attempted to contact Mr. [redacted] to

scheduled delivery however; we have been unsuccessful in our many attempts. Mr.

[redacted] may contact the warehouse in [redacted] directly at ###-###-#### to

schedule a delivery date.

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

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

Sincerely,

Review: see Attached documentDesired Settlement: see Attached document

Business

Response:

Thank you for the

opportunity to respond to [redacted] complaint. We reviewed [redacted]

concerns and found that he returned his gas cook top and received a full refund

including the RSA totaling $974.22 which was applied towards his account. We

did confirm the $126.00 refund check entered by the sales associate was

submitted in error due to the full refund was posted on his account. Due to the

sales associate’s error and signed document Mr. Walker provided showing a

refund was offered, Conn’s has agreed to honor his request an issue a refund

check in the amount of $126.00; we ask [redacted] to please allow 7-10 business

days to process and receive.

We appreciate [redacted]

for bringing this matter to our attention and we sincerely apologize for any

inconvenience [redacted] experienced during this process.

If we may be of further

assistance, Mr. Walker may contact Customer Service at 1-877-358-1252.

Kind regards,