Conns Appliance, Inc.

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

Business

Response:

Thank you for the opportunity to

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

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

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

ticket acknowledging she received her products in good order.

Our records show [redacted]

contacted our Customer Helpdesk stating after removing

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

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

delivery. Once we received the requested

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

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

an exchange. We followed up with

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

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

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

If

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

Kind

regards,

Review: On [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: 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 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: 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: This is a complaint in reference to a purchase that was made on [redacted] in the amount $3,014.64 cash purchase. This was for a front load wash and dryer, which includes the pedestals. Upon arrival of delivery I notice there we dents on all sides of both pedestals. Deliver guy stated he would call it in and expect a call back from someone within minutes. A woman did contact me the same day and I explain where dents were, she than apologize and stated that Conn`s will be send me out a refund check for $100.00 allow 3-4 weeks for processing. Well I noticed about mid [redacted] I haven’t heard or received anything from Conn`s, so I contacted them not certain of dates. Person I spoke with on 4 different phone conversation in [redacted] was [redacted] @ [redacted] in delivery. She was the only who could pull my account and see what happen to refund. She stated that it was kicked out and she will send out another request to check re-issued and sent out within 2 weeks. Today I contact her back and she stated the same problem request was kicked out again from corporate; she will need to send another request. Now that means I will be waiting again for another 3weeks of however long it takes. [redacted] gave me corporate number ([redacted]) and said I can contact them. So I did call corporate and spoke with [redacted] whom did not help me either all she did was she another request asking what was going. She also was asking who I was speaking with in delivery so she can contact them to get more information. At this point I am tired of going back and forth. Conn`s made a promise to send refund check in a timely manner. It has been almost 3 month and no one can seem to find out what the problem or just send out check.

No one ever calls back to follow-up and today is [redacted] and still the issue has not been resolved or does anybody in Conn’s knows what’s going on.

Invoice#[redacted]

Store Number: [redacted]Desired Settlement: Refund check mailed out next day, I do not want to wait another 2 months

Business

Response:

Thank you for the opportunity to respond to [redacted]. [redacted]’s complaint. After further research, we found [redacted]. [redacted] was offered and accepted a concession for damages during delivery. We sincerely apologize for any inconvenience [redacted]. [redacted] experienced as a result of delay processing her concession. As of [redacted], we have processed [redacted]. [redacted]’s check request and will mail her check overnight to the address provided. [redacted]. [redacted] may track that status of her refund at[redacted] (tracking number [redacted]). If we may be of further assistance, [redacted]. [redacted] may contact Customer Service at [redacted]. Kind regards,[redacted]

Consumer

Response:

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

Review: I purchased I washer and dryer from conns about 6 months ago and I have a 1 year warranty. Both products have been giving me problem since I brought them and I constantly called about this issue to the service department they have sent out 4 different technicians to fix the issue and no one knows what's going on and they keep saying that there is no problem but it is detected products . Two people that came out says there is a issue and the others don't have a clue what's going on. I was told by the corporate office that after three time I could get another washer and dryer but that's not the case in the end all I want is a new washer and dryer....Desired Settlement: A new washer and dryer of my chose

Business

Response:

Thank you for the opportunity to

respond to Mr. [redacted]’ complaint. Our records show on 5/16/14, Mr. [redacted] purchased a ** high efficiency

washer and dryer. Mr. [redacted] declined to purchase additional (RSA)

coverage on his washer and dryer. Mr. [redacted] elected to have his

appliances delivered; we show Mr. [redacted] signed acknowledging his washer and

dryer was delivered and received on 5/17/14 in

good order.

We show Mr. [redacted] contacted our

service department however we have been unsuccessful in our attempts to contact

him to install the parts that were needed to complete the repairs. At this time

Mr. [redacted]’ washer and dryer does not meet the qualifications for an exchange

under the Terms and Conditions of the manufacturer’s warranty. Therefore,

we are unable to honor Mr. [redacted]’ request to return/exchange his washer and

dryer. Based on the technician’s report the repairs have been completed

and both washer and dryer are working up to the manufacturer specifications.

Service History is as follows:

Review: Purchased a livingroom set 3 weeks ago ans it is sinking in the middle and the polyfill is bulging,on all 4 pieces.

Product_Or_Service: WINSHIP

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

Replace it

Business

Response:

Thank you for the opportunity to respond to **. [redacted]’s complaint. Our records show on [redacted], **. [redacted] purchased the [redacted] Furniture [redacted] Dark Brown living room set which consist of four pieces (sofa, loveseat, chair and ottoman all with a 48-month FurnitureGard Plan. **. [redacted] signed his delivery ticket acknowledging all items were received in good order on [redacted]. We reviewed **. [redacted]’s complaint and found he contacted our service department on [redacted] stating all four furniture pieces were sinking. A service appointment was scheduled on [redacted]; during inspection the serviceman was unable to find any defects in the workmanship on all furniture pieces and reported each item was up to the manufacturer’s specifications. At this time we are unable to honor **. [redacted]’s request for an exchange; based on the serviceman’s report **. [redacted]’s furniture set does not meet the qualifications for an exchange under the Terms and Conditions of the manufacturer’s warranty or the FurnitureGard Plan. If we may be of further assistance, **. [redacted] may contact Customer Service at [redacted]. Kind regards, [redacted]Customer Relations[redacted]

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 shopped at Conn's on January **, 2014 to purchase a sofa and loveseat. I was then approached by a salesman, [redacted] I explained I was looking for a sofa and loveseat that was 100% leather. I found a brown leather set that I liked and financed it (so I thought). The delivery was scheduled for the next day around 3pm. The delivery truck went to my neighbours, then left. We called and were told they were lost. We called the salesman and he asked us to meet him at the delivery warehouse so he could follow us home to deliver the furniture. It was about 8pm, dark and raining by now. We get to our house and the salesman hauls everything in a matter of 15 minutes and leaves. My husband and I began unwrapping the plastic and I realize this set is wrong. It was also damaged. My husband contacts the salesman at about 8:30pm and left a message. We called the store the next day and complain. The store states that the manager would have to approve an exchange and we would have to call back Monday. I did this and the manager states that we will have to get an exchange approved by corporate. I call corp. in Beaumont, TX and they state that I must make a complaint and wait 48 hours for it to go to the resolution department WITH THEIR DECISION. I demanded a refund which was denied. I wait 48 hours and call back on Wednesday. The resolution department approved an exchange for the same exact set as if we were trying to replace the set because it was damaged. I explained that the set that was delivered was the wrong set. We picked a different set. They say I have to repeat the same process and call back. I called back after a few days and was told this matter was to be handled by the store manager. I spend several days tracking him down and he would only agree to exchange for the same set that I did not pick. I have gotten the run-a-round for 3 weeks and they will not resolve this issue. They have lied to me continuously and are now dodging me.Desired Settlement: DesiredSettlementID: Replacement

The salesman financed the wrong set and all I wanted from the beginning is for Conn's to re-do my financing for the correct set which is 100% leather. They will make more money in commission anyway. They are willing to exchange the set, but not for the set I picked??? If they will not sell me the correct product, I want a refund.

Business

Response:

CASE ID: [redacted]

Thank you for the

opportunity to respond to [redacted] complaint. Our records reflect that [redacted] purchased furniture via invoice #[redacted] on 1/**/14. The customer

received a promotion of a free television with the purchase of a living room

group. Please see attached signed invoice regarding [redacted]’s selections. The

product was delivered by the salesperson that evening due to delivery driver

being unable to locate [redacted]’s home.

[redacted] was contacted

by the store’s district manager, who agreed to exchange the products. The new

product was selected as invoice # [redacted] on 3/*/14 and delivered

on the 3/*/14.

If we may be of further

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

Kind regards,

Conn’s Customer Relations

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 will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: On/or about the 28th of February, I opened an account with Conn's on Hotel Circle in Albuquerque and purchased a washing machine, rug, vacuum cleaner, and a KamadoJoe. Everything was delivered on time, as promised, on the 1st of March which was the day I was moving into my rental house. A couple of days later, we opened the lid of the KamadoJoe to unpack the parts and set it up, and noticed the inside was cracked. In addition, one other piece in a separate box was broken as well. I don't have a complete phone record but I know I called on 3/10, 3/14, 3/17, 3/23, 3/24, and 3/27. On 3/30, they attempted to deliver a new interior for the Kamado but they broke that too and they didn't even know about the second part that was supposed to be replaced. I called again on 3/31 to find out what they were doing. And I called again on 4/7 Last I heard was they were checking to see if they could get a complete replacement or I might get a credit on my account. Extremely poor follow up customer service on the part of this store's management team. I should not have to call for an update.Desired Settlement: Come pick this thing up and credit my account. They also need to pick up the BigJoe Heat Deflector that I purchased to go with this unit as I can't use it if the KamadoJoe is broken/returned.

Business

Response:

Thank you for

the opportunity to respond to Mrs. [redacted] complaint. We have contacted Mrs. [redacted] regarding her

concerns and apologized for the inconvenience. Conn’s has agreed to honor

Mrs. [redacted] request and exchange her [redacted] and Deflector for a

sofa. Mrs. [redacted] has re-selected a new sofa which was

delivered on 4/21/14. We appreciate Mrs. [redacted] for bringing her

concerns to our attention. If we may be

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

Kind regards,

Conn’s Customer Relations

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 was satisfactory and I consider this complaint resolved.

Regards,

Review: I purchased what I thought was a brand new frigidair french door refrigerator at conns less than 30 days ago, purchase price of $1,599.99 with a 2 year service plan for $199.99. Once it was delivered the service /delivery guy told me to wait a little while to let the refrigerator cool before storing food in it. A couple days later I went and purchased over $300.00 dollars in food to load up my brand new refrigerator. The next morning I had to leave for a week of training out of town. Upon returning home I discovered all my food was spoiled and the refrigerator had a foul smell. The next day I called conns service department and they informed me all they would do is call me back within 72 hours with a repair company to come and see what was wrong with the refrigerator. I was very upset only having this product less than 2 weeks I felt I was sold a lemon product! I called the store I purchased the refrigerator from and spoke with the manager and he refused to do anything and said I would need to call corporate . I called the service department back Monday afternoon after not receiving a call from them, they told me they were working on a repair company still. Being frustrated I called the corporate office explaining my issue and that I would appreciate a new refrigerator since that is what I bought. They refused and stated I would have to have a repairman come see what is wrong with it. A few days later the repairman came out and stated I would need a new circuit board. I called corporate back and told them a product I just purchased should not have this big of an issue already , they still refused to do anything for me. I've spoken to multiple employees of conns and everyone refuses to make this right, all I hear is they can expedite my complaint to management and I will get a phone call within 72 hours. I have yet to get a call from management regarding this matter.Desired Settlement: I want a new refrigerator one that actually works and not refurbished. Or I would like 30% off my original purchased price since in all actuality since my Refrigerator is less than 30 days old and already has to have the main component replaced its refurbished.

Business

Response:

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

4/22/14, Mrs. [redacted] purchased a Frigidaire French door refrigerator with a

24-month Repair Service Agreement Plan. On 5/3/14, Mrs. [redacted] contacted

service stating the refrigerator was not cooling. A service call was scheduled

for 5/8/14; upon inspection the technician found the circuit board needed to be

replaced. Once parts became available the circuit board was successfully

installed, unit tested ok. On 6/4/14,

Mrs. [redacted] was contacted by a Service Manager to discuss her concerns and

she informed them that her unit was fully functioning and has not had any

further issues with the unit. At this time, Mrs. [redacted]’s refrigerator does

not meet the qualifications for an exchange due to the unit was successfully

repaired; no credit is due to Mrs. [redacted]’s account at this time.

If we may

be of further assistance, Mrs. [redacted] may

contact Customer Service at [redacted]

Kind regards,

Business

Response:

Thank you for the

opportunity to respond to Mrs. [redacted] additional comments. I have confirmed Mrs. [redacted] was sold a

new refrigerator which was delivered from our warehouse. Most manufactures offer warranty from the

time of purchase because products can fail at any time, which is what happened

with Mrs. [redacted]’s refrigerator. We

regret Mrs. [redacted]’s refrigerator did not meet her expectations. As a gesture of goodwill Conn’s is willing to

discount the refrigerator and credit Mrs. [redacted] GE account $481.29. Conn’s ask that Mrs. [redacted] please allow

7-10 business days for the credit to post.

If we may be of further

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

Kind regards,

Consumer

Response:

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

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

I will accept the the offer given as long as they are still sending me my food voucher for the food lost (approximately $400 worth of good) and the warranty is still in effect that I purchased?

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: 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: Original contract was not signed by me. Contract I signed in Orange was never put into their system correctly.

My wife went to buy furniture at the Conn's store in Beaumont on [redacted] It was originally supposed to be in her name but the manager ran it in mine. The original contract from [redacted] was never signed by me and I did not authorize the purchase. During the delivery process it took 5 attempts over a 3 month period to get the correct furniture delivered, which ultimately was damaged. After many phone calls with Conns in Beaumont, they agreed to offer a lesser price on the furniture for the amount of $1522 but told us to go to the Orange branch and have the Manager handle the new contract. The contract I signed on [redacted] was in the amount of 1522 which was agreed upon as same as cash until [redacted]. The payment towards the furniture from the previous contract that my wife signed for the furniture, which was supposed to be in her name, was agreed to by applied towards the new contract on [redacted]. We made payments until [redacted] when my wife went into the Orange branch to pay off the remaining balance of $1050, she was told we owed $2400. The Manager told us to hold off on our payments until he could get this issue resolved. It is now [redacted] and we still do not have a remedy. We have attempted to contact them 4-5 times a month, either [redacted] or the corporate number. [redacted] has sent emails to his boss about this issue as well. They have never attempted to contact us. This issue is now being reported on my credit report, and is seriously affecting my credit rating. I feel that I have done everything I could do in order to solve this issue.Desired Settlement: The settlement that I would like would be for the negative reporting on my credit rating to cease. Conn's needs to find the contract I have signed in Orange. They need to apply it towards my account so that I can pay off the correct amount owed without worrying that they will attempt to collect more money from me in the future. Conn's also needs to make sure that my credit report does not show that I was delinquent on past payments. I would also like the furniture to be fixed, it is literally fa

Business

Response:

Review: Filed warranty claim on 12/**/13. Was told due to me livong in cleburne Tx it would ne 2-3 weeks before they could come look at my damaged TV. On 12/**/2013 I drove 1 hour to the Dallas Tx service center sp I could have my TV looked at and exchanged per my warranty and extended accidental warranty I purchased with the tv. I was told by [redacted] in service I would have an answer by 12/**/13 on exchange. Well it never happened. Called service center on 01[redacted]/2014 and spome to [redacted] in service and she submitted the exchange and said she would call me by end of day to let me know ofthe exchamge. On 01/**/2014 I called [redacted] again and was told I would be called by the ebd of the day with exchange. Never happened again. On 01/[redacted]2014 I called [redacted] again and was told ywt again she was waotong for exchange number and would call me by end of day. At thia point I amvery upset because I keep getting told stories that arent true and it seems they are being deceptove.Desired Settlement: I want my exchanged tv asi wastold in the first place. Im tired of being lied to. If I had known warranty problems were this bad I would of never bought it from them. They were sued and fined in texas in the past for these same issues.

Business

Response:

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: 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