Conns Appliance, Inc.

Review: My husband and I applied on 6/23/2014 for conn's credit, we got approved for 3,500 credit.That same day we went out to shop for a bedroom set and we requested to get the bedroom set deliver on tues 6/24/14 after 4pm because both of us work and we are not available in the morning for the delivery. The delivery guys called my phone around 10 and confirm with me that they were going to deliver the room set between 12 I advise them that no one is home and if they can deliver it after 4 they mentioned they couldn't because they had one more deliver and they were done for the day. I told them to reschedule the delivery for thursday 6/26/14 on my day off,this lady from conns delivery warehouse called to confirm appt and she told me they were going to deliver by 2-5. The delivery showed up at 5 they didnt call me before to make sure if I was home, and they deliver every thing except when they were installing the headboard they broke and they lie saying that it was a manufacture defect. We confirm with the lady at the warehouse that they could bring the headboard the next day after 4 because no ones going to be home in the morning and no they didnt bring it the next day.My husband went back to the store talked to [redacted] the manager and he told him he couldnt do anything.My husband told him he has to escalate the delivery and they need to go deliver it by sat 6/28/14 he is home the whole day. He called the manager and he said that the delivery guys were not going to deliver it but he was going to get one of his employees to get the headboard from the warehouse and get it to our home. That didnt happen delivery guys dropped it off at the store. My husband called manager and he told my husband that we have to go and pick up the headboard. That is not right we payed for the delivery and they didnt deliver it.We dont want the room set anymore they can come and pick it up, the manager told my husband that we need to pay $129 for the delivery guys to pick up the room set.We are not paying anything for pick up.Desired Settlement: We are frustrated that they couldnt deliver one missing piece of furniture the headboard, we want CONN'S delivery guys to go and pick up funiture from our house and we will not be applying for credit at that store. We will go to a different store to get our bedroom set.

Business

Response:

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

6/23/14, Mrs. [redacted] purchased an Austin Georgetown king bedroom set with a

48-month Repair Service Agreement Plan. Mrs. [redacted] received delivery on

6/26/14; however upon delivery the headboard was damaged and needed to be

replaced. On 6/29/14, Mrs. [redacted] was scheduled and received delivery for a

new headboard in good order. At this time we are unable to honor Mrs.

[redacted]’s request to return the bedroom set due to Conn’s has a No Return

Policy on furniture. As listed on Conn’s Return and Exchange Policy; Furniture

can be exchange only within 14 days for furniture of equal or greater value

with a $129 exchange fee. We sincerely apologize for any inconvenience Mrs.

[redacted] experienced during this process.

If we may

be of further assistance, Mrs. [redacted] may

contact Customer Service at [redacted]

Kind regards,

Customer Relations

Review: Purchased an lg 3d 55 inch tv, Has a one year warranty. Contacted the company and they sent a repair man to repair the tv. The repairman said the tv is unrepairable. It basically had all new parts put in and did not corrected the problem. Dealt with conns for 3 weeks to replace or give an in store credit. The store has refused to honor the one year warranty.Desired Settlement: The other tv is no longer in stock. So we want an In store credit to purchase another tv.

Business

Response:

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

4/*/13, [redacted] purchased a LG 55”TV with a limited 1-year manufacturer’s

warranty. On 3/**/14, [redacted]

contacted service stating the television was causing interference with the

blue-ray and the picture was distorted. A service call was scheduled for

3/**/14 however; [redacted] contacted the service on 3/**/14 to cancel the

scheduled date and stated she will setup a service call with the manufacturer. On

4/*/14, we were contacted by the manufacturer with an approved exchange

authorization for [redacted] to reselect a television. Our records show on

4/*/14, [redacted] reselected a television however, as of 4/**/14 the

television is currently pending pickup.

If we may

be of further assistance, [redacted] may contact Customer

Service at [redacted]

Kind regards,

Customer Relations

Review: On [redacted], my [redacted] and I went into the [redacted] Conn's store to purchase two bedroom suites. I was approved for a Yes Money account to make payments over time and we proceeded to pick out the furniture sets and pieces we wanted to be delivered. At that time I was advised by the store manager/[redacted] that one nightstand for the queen [redacted] bedroom suite was missing and the foot board for the [redacted] king bed was missing. The manager advised this would take about two more weeks to get the missing pieces in for delivery. A few days after we purchased the furniture, we received most of the two bedroom suites, minus the missing pieces of 2-nightstands, and 1-King bed set. Following that initial delivery I was notified that the missing pieces was coming into the warehouse and I would received them the next day, but after waiting all day for the delivery, I had to call to find out the missing pieces were not there yet and still on back order. Went through this same process several times with me being the one to wait all day and finally having to make contact to find out still no furniture or delivery. Now that we are soon to be 5-months out of still not having all of my purchase I am livid and at my wits end. No one should have to go through this type of [redacted] from any retailer. I have talked to the Corporate office, store manager, district warehouse manager, and would else would listen but still no resolution to this problem. I even ask them to check with other stores in other states, the furniture manufacturer/[redacted], and to forget trying to find a foot board for the bed in the warehouse and order a complete new bed will all pieces included so I can have everything due me according to the terms of our contract agreement. Should I contact an attorney, the local media, the state attorney general, or continue to let this go to the point it really should not have to. Any help will be wonderful. I also filed a complaint with Consumers Affairs and am waiting for their response. All I want is what is rightfully mine that I am paying for; it shouldn't be this difficult. Thanks!Desired Settlement: I would love for Conn's to locate all three pieces of furniture and deliver it to my residence. I would like this problem to be resolved prior to the end of this month.

Business

Response:

Thank you for the opportunity to

respond to [redacted]’s complaint. Our records show on [redacted] purchased the [redacted] Queen Bedroom set which consisted of seven pieces (headboard, footboard,

rails, dresser, two nightstands and mirror) and the [redacted] King

Bedroom set which consisted of eight pieces (headboard, footboard, rails,

dresser, two nightstands, chest and mirror). [redacted]’s delivery was

scheduled on [redacted]; all items were received except for the two [redacted]

nightstands and King [redacted] footboard due to the item not being available

for immediate delivery.

After further review and

research of [redacted]’s complaint, Conn’s agreed to exchange her complete

[redacted] King Bedroom set due to the footboard currently being on backorder

with the manufacture. We did receive both of [redacted]’s nightstands and

scheduled her for delivery on [redacted]. Our records show [redacted] re-selected

the [redacted] King Bedroom set which was delivered and received

on good order on [redacted]. As a gesture of goodwill, we submitted a $[redacted] gift

card to be mailed to [redacted]’s residence for her inconvenience; please

allow 7-10 business days to receive ([redacted] tracking number [redacted]).

We sincerely apologize for any inconvenience [redacted] experienced during

this process.

If we may be of

further assistance, [redacted] may contact customer service at [redacted].

Sincerely,

Review: During 2014 I purchased furniture from Conn's. I have never been late on my payments and during October 2014 I sent a bank draft to Conn's to pay the debt in full. They cashed the draft on 15 October 2014 and never credited my account. Since 03 November 2014 I have received two calls a day from Conn's at [redacted] and [redacted] trying to collect my payment. I have faxed a copy of the paid bank draft to Conn's "off line department" as I was told to do; however, the telephone calls keep coming which is borderline harassment. No one at Conn's believes the debt is paid and I am being treated like a deadbeat even though I have never been late and have proved that I have paid the debt in full. Every time a call comes I am told that I need to make a payment and the "off line department" is still looking into my claims; however, no one from the "off line department" has called me nor am I allowed to be transferred to that department to speak with someone.

Product_Or_Service: Two couches

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

I would like Conn's to acknowledge my payment and clear this debt as paid in full and on time as I paid it off several months prior to the contract. Additionally, I would like the harassing telephone calls to stop and written letter of apology from Conn's.

Business

Response:

Thank you for

the opportunity to respond to [redacted] concerns regarding account

#[redacted] stated he sent a

bank draft in October 2014 to pay off the account; however, the payment was not

posted to the account.

According to

our records, we received [redacted] payment on November 21, 2014. We have updated the account to close. [redacted] overpaid the account by $375.28

so he will receive a refund check in the mail.

Please allow

10-14 business days for the account to update and close. The refund check will be mailed to the address

on file. In the event [redacted] does

not receive the refund check, we ask that he call so we may track it.

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

experienced due to this matter. Thank you,[redacted]

Consumer

Response:

Bette r Business Bureau:

Review: Received an email advertisement for a 65" Samsung + Samsung 3D Bluray for $399.00. Went to store to purchase and they tell me that was incorrect and they could not do anything and I would have to contact their Corporate Office. I called twice and Customer Service Reps telling me no Manager there Available. Then after a while a call back and lord and behold a Manager comes on and they refuse to honor this that they will send a corrective email and they have 24 hours to send that. They are not responsible for any errors sent out. Very dissatisfied!Desired Settlement: I feel this should be honored with the lack of Customer Service from the Store to the Corporate Office.

Business

Response:

Thank you for the opportunity to

respond to Mrs. [redacted] complaint. On

6/19/14, there was a newsletter email that was sent out for a 65" Samsung TV with Free Blu-Ray Player. The

price of the television was incorrect. A

retraction letter was emailed the same day informing our customers of the

incorrect pricing on the 65” Samsung television. As stated on the newsletters “Conn’s cannot

be help liable for any typographical or pictorial errors. Any such errors are subject to correction

with a retraction. We are unable to honor

the price of $399.99; however we are able to offer Mrs. [redacted] a $100 gift

card to use towards any purchase at Conn’s.

We sincerely apologize for any confusion or

inconvenience this may have caused. If we may be of further

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

Kind regards,

Customer Relations

Review: Conn's called me February **2014 for a payment. I didn't have the money till the [redacted] of February. The lady said do you have a credit card I can put in on file so the collect calls will stop.I said I have a reloadabl [redacted] card. I asked if the card was going to be charged she said no.so I gave her the cardnumber. I went in the store and made a payment on February the [redacted] and on the ** of February they took a payment off my card as well.Desired Settlement: 212.15 February the. [redacted] taken off my card.

Business

Response:

Review: On [redacted], I received an email from Conns stating Conns was running a sale for a ** washer and dryer. The email advertisement read $1399.99 for a ** washer and dryer. It also said you would save $280 for the pair. Furthemore it said you would receive a [redacted] free when you purchased this item. The email does not say $1399 each but $1399. Now another section of the email does have another set of washer and dryer for [redacted] and it clearly says $799.99 each. So I went to the Conns location at [redacted] and [redacted] and I told a sales person I was interested in buying the washer and dryer from ** for $1399.99. He said it was $1399.99 apiece. I showed him the email I received from Conns and he said it was still $1399.99 apiece. I asked to speak to his manager and he brought me the manager for the appliance department. I believe his name is [redacted] or [redacted]. He said the email is wrong and he just got off a conference call about it. He said they were going to send an email out changing the advertisement. I asked him if they were going to honor the email I received and he said they were not. I told them that this was extremely misleading and is false advertising. I spoke to another salesperson via phone at the Conn's on [redacted] and he said the ad is a "little confusing." This unacceptable and as a business claiming they are part of the Revdex.com they should honor their advertisements whether it is their mistake or not.Desired Settlement: I would like to purchase the ** washer and dryer for $1399.99 for the pair and receive my free [redacted] as advertised. Not for 2799.98, which is never disclosed anywhere on the email. They knew their mistake as told to me by their manager.

Business

Response:

Review: On [redacted] I purchased 2800.00 dollars worth of furniture from Conn's Lake Charles location.([redacted])Within less than a two week period, I called Conns and informed them that the furniture which included a [redacted] reclining sofa, loveseat, and chair had pockets of foam missing and that the furniture looked defective. It was sagging where no one sat on it. They assured me that the matter would be taken care of asap. Within a couple of days I received a phone call from there representive [redacted] repair. They scheduled a appointment to take pictures of the furniture which they did and they summitted them to Conns and in which conns said that they would repair the furniture. I waited several weeks about 4 weeks and received no time for the [redacted] repair to be done, so I called back Conns and spoke with them a second time and they appoligized for the mixup and said they would have to start the process all over again. I said that was fine and within a couple of days [redacted] had called me again. After the second visit thet stated the same as the first and then now they are refusing to fix saying that its normal wear and tear after only two weeks of owning the furniture. I have called several times trying to resovlve this and they keep telling me there is no returning and the insureance that I also pruchased is no good. They keep thelling me they will fix it and ignoring my calls and not calling me back when they say they will. I have spoken with there complaint department and was told they would get back but have received no return call.

Product_Or_Service: [redacted] Sofa, Loveseat, and Recliner

Order_Number: [redacted]Desired Settlement: I would just like for them to repair the furniture like they said they would. I was assured that it would be taken care of 2800.00 dollars worth of furniture should last more than 2 weeks. I was also talked into the furniture insurance saying that it would cover anything by the [redacted] named [redacted] on the date of sale. I want the furniture to be like the one I purchased in the store [redacted]. Thats all I want.

Business

Response:

Review: I purchased a couch from Conn's last year. When it was delivered, one end of the couch was flat, the cushion was not up at all, the man said, it is due to the fact, we had some things sitting on top of it in the truck, give it a week, and it will begin to fluff back out. Well, it did not.I called my sales person, [redacted] at the store, the say it came, and she said do not worry about it, you have the Furniture Guard Insurance on it, we will fix or replace it, if it does not come back up.Well, it never did, I began calling in December of 2013, was told someone will call you back, no one ever did. I kept calling, kept sending letters, no response. You could not sit on half of the couch, it was so low and so hard to sit on. I called Customer Service, they said in April, finally that someone would come out and look at it, after all this time.Well, the man did, he said it was a factory defect, the boards were not put in it correctly, and that he would put in for me to get a new couch just like it. I said okay.Well, weeks went by, no calls, no one came out to get this one and to bring a new couch, then customer service told me to go pick out a new couch, so I called [redacted] the manager at my store, he said I could not do that yet, no notes telling him to allow me to do that.So, he started calling and emailing everyone he told me, over and over, well a month went by, and no calls, I called him again, he said [redacted] would call me back and handle it and take care of it right away.Well, to this day, she still ahs not called or emailed me at all.I called for her 4 times today, no calls back, and then I called Customer Service, and then the Warehouse to try to get someone to just come and pick it up, which is what Mr. [redacted] was suppose to have been doing.When I called him today, I was told he was on a 3 week vacation.I am moving this Friday, I need the couch picked up on 08/28/14 by noon, or I will give to the good will.Desired Settlement: I want the couch picked up this Thursday by noon 08/28/2014.I am moving to Montana permanently, and I do not have room to take a defective couch.I have tried since 12/2013, with no one single call or email about it to me.I would like the 338.00 that I have paid on this to be credited to my other account, for my Canon Camera, it should pay it off I full, since I have paid on it for a year now as well.

Business

Response:

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

complaint. Our records show on 9/11/13, Mrs. [redacted] purchased a Lakewood Capp

sofa and 48 month Furnituregard plan with us.

We show Mrs. [redacted] sofa was delivered on 9/12/13 and received in good

order.

Mrs. [redacted] contacted the store on 8/6/14, stating she was

approved for an exchange however, our records do not indicate an exchange was ever

approved. Furthermore, our records do

not show Mrs. [redacted] has contacted our service department to schedule an appointment

regarding her sofa. Therefore we are

unable to honor her request for an exchange.

If

Mrs. [redacted] is in need of service she may contact our service department at

[redacted] to schedule an appointment for a serviceman to assess the repair

needs. If we may be of

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

Review: I purchased a ** touchscreen computer from the Mesa, AZ location on [redacted]. I did not open the box for one week because I did not have my computer desk set up. When I opened it and removed the monitor cover, it was quite damaged. I was told to return it to the store. The store informed me that because it was one week after purchase it would need to be sent out for service even though they doubted it could be repaired. Two weeks later I found out it hadn't even left the store yet. I made a request for a refund or credit to my account prior to the 14th day. After a month, my computer arrived at the service location (because the Operations manager in Mesa, AZ didn't have a box to ship it in). The service center contacted me and told me they were shipping it back to AZ because it should have been exchanged in the store because it was damaged straight out of the box. I have purchased another computer from another store in the meantime and just want a full credit to my account prior to the due date of my first payment on [redacted]. I should not be charged any restocking fees either after this long and still unresolved ordeal.Desired Settlement: Full credit to my account with no restocking fee.

Business

Response:

Review: I paid off my account in [redacted] and they started calling me in [redacted] saying I still owed a little over 200 Dollars. I told them I paid it off and they had it in their notes that I paid it off from the date I paid it off, But they continue to call and harass me because they fail to fix it in their system. I feel they are harrassing me by constantly calling me and I have to tell them to look in their system the account is paid off and closed. There is no telling what is on my credit report from the error they have made in their system.Desired Settlement: I want my account cleared and closed like it was supposed to be the day I paid it off.

Business

Response:

Review: On */22/2018 I went into the Conn's in McAllen Texas to buy a refrigerator/freezer for my office. My [redacted] explained to the sales man that it was the office and that we needed a good quality item because it stores our vaccines that need to be held at a certain temperature range. We purchased the item, had it delivered to the office where our old refrigerator was taken away, and purchased extra warranty for the unit. We were never told that they do not warrant an item in a commercial business. We had an issue with the item on */4/2014 and requested service. We were advised that our warranty wasn't valid because of the issue. My [redacted] spoke with the store [redacted] who said she would contact corporate. Corporate called and stated they would only refund part of the warranty in which they were told that sold the unit and warranty under deceptive trade practices since not only did they sale the unit and the warranty they even delivered it knowing it was a commercial office. They refused to reimburse the entire warranty amount of $229.99 and they were also advised that the unit was not holding the temperature in the necessary range. They stated they would call back and never did. After receiving a survey and filling it out unsatisfied we received a call from the service manager which stated he would get to the bottom of it and call back which he never did. Our service ticket number was 374636 and to date we are not satisfied with the product and can't get it repaired even though we paid $229.99 for repairs.Desired Settlement: Would like a refund for the $229.99 for the service agreement that they cannot honor and exchange the unit for a unit with a separate thermostat for refrigerator and freezer which we now know that is what they should have sold us even though we told the salesman that the temperatures needed to be controlled.

Business

Response:

Thank you for the opportunity to respond to [redacted]

complaint. Our records show on */22/14, [redacted] purchased

a ** refrigerator with a 48-month Repair Service Agreement. [redacted]

elected to have her refrigerator delivered; we show [redacted] signed

acknowledging her refrigerator was delivered on **23/14 in good order.

Our records show [redacted] contacted our service department on */03/14; stating the refrigerator was not freezing and not holding its

temperature. A service call was scheduled for */04/14; during the inspection the technician found the refrigerator was

working up to the manufacturer specifications. The technician also

notated on his service report which [redacted] signed; [redacted] informed

the technician she wanted the freezer to be at zero degrees at all times.

[redacted] was informed that the freezer will go into defrost mode every 8-10

hours for 20-30 minutes and that the refrigerator was working as designed.

At this time [redacted] refrigerator does not meet the

qualifications for an exchange; Based on the technician’s service report [redacted] refrigerator is working properly up to the manufacturer

specifications. Although, we are unable to honor [redacted] request

to return/exchange her refrigerator; as a gesture of goodwill Conn’s is willing

to honor her request for a full refund for the warranty purchased. [redacted] may visit her local Conn’s location with [redacted] used to make her

purchase to have warranty refunded.

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

[redacted] at [redacted]

Review: I purchased a bed frame for my wife on her birthday, she picked it out and everything. It was out of stock and she was bummed but she understood. We purchased the order on her birthday [redacted] the sales lady said we could pick up our order [redacted]th. [redacted] my wife received a call it was here she said we would come by later. Before we left she called to verify and Conns said the order was not there and it was a mistake call; but that it would be here the very next day. So I went during my lunch break and the salesman said my order was not here and then he slipped up and said it was never ordered. Needless to say I was upset but not as upset as my wife was going to be because we have been sleeping on our mattress on the floor. Sure enough my wife called the customer care corporate line and the lady "[redacted]" didn't seem to care she said our stuff was in Dallas and we just needed to wait. Every day since then we have called the store and corp line and still no order. Basically I find it the sales associates job to call me with the status of my order not the other way around. Secondly my wife finally had enough and stressed her concerned with the corporate individual and they said "we will refund your product but you have to pay a restocking fee" hahah my wife is just plain angry her birthday present is ruined and next time I should just drive to Dallas to shop their distribution center. Today is [redacted] and still no orderDesired Settlement: I want a rework up on my order with a discount plus a prorated rate of the entire month I have not had my order that I'm paying for.

Business

Response:

Review: I bought a fridge from Conns last month and my mother in law was at our house when they delivered it. They were in such a rush and pushing her to inspect it so quickly that she just glanced over it and they left before she could get a really good look. That SAME night I came home and we realized the rubber stripping on the inside of the door was completely detached and the door was not getting good suction to close. The whole door is also not put on straight the gap between the two doors is about an inch smaller at the top of the fridge than the bottom. We called the next day (within 48 hours) and they said they would send someone out to fix it the next day. They never showed up or called and It took over a week and MULTIPLE calls before they actually came out. They came out and looked at it for about a minute and said they would need to replace the whole things because they could not fix it. The Conn's worker said he needed to call the store and confirm that they could replace it and so he called them and they spoke to me on the phone. They said they would replace the fridge and that someone would call me tomorrow to discuss a delivery time. They never called so we called them every couple days to try and figure out when we would be getting a new fridge. They would keep saying that someone would contact us tomorrow. It was always "tomorrow" and we never got a call. We always had to contact them. Then after all this time they end up telling us that they are not going to replace it because we didn't tell them there was a problem within 48 hours which is a total lie. If that was true, they would have said something before they sent the first service member out. We have spoken to our salesman, manager, and corporate MANY times. I Would say over 20. No one is willing to do anything. They say they will be its been over a month and no one has done anything. I talked to a manager today who said, "I'm sorry I can't help you." No one seems to be concerned or willing to help.Desired Settlement: I want a bran new fully functioning fridge or I want my money back. They are not owning up to their word. We called within the 48 hours and they told us over and over for weeks that they would deliver a new one and they never did. Weeks later they decided to say that they were not replacing it because we did not contact them during the 48 hour grace period, but if that was the case, why wouldn't they have said something from the beginning?

Business

Response:

Review: Purchased extended warranty for 55" [redacted] Television where they were supposed to come to house to repair. Have approved for exchange, but want me to drive 16 hours at my expense to exchange it. If I would have know this I would have never purchased the extended warranty. It will cost me almost as much to exchange the television as it will to buy a new one on my own.Desired Settlement: I would like to ship them the non-working television back and have the exchanged television shipped to me. Having me drive over 16 hours is ridiculous.

Business

Response:

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

Our records show on */27/13; [redacted] purchased a [redacted] 55” Smart television

with a 49-month Repair Service Agreement Plan and elected to pickup her product

from our warehouse located [redacted], TX.

We received [redacted] complaint and found that since the time of

purchase, Mr. and Mrs. [redacted] relocated to [redacted] On **/14/14; Mr. [redacted] contacted our service department stating the television turns on and off on its

own. After further review of Mr. [redacted] repair needs, Conn’s agreed to exchange

the television due to the unit was uneconomical to repair.

On **/20/14, we contacted Mr. [redacted] to offer him the option to

apply the replacement value to his account in lieu of an exchange. As agreed

upon, Conn’s will apply a credit in the amount of $1,190.74 to his ** account. Mr. [redacted] has agreed to dispose his television

that was irreparable. We sincerely

apologize for any inconvenience Mr. and Mrs. [redacted] experienced during the

exchange process. We have attached a

copy of his invoice showing the credit has been processed to his account.

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

Sincerely,

Review: Conn's brags about 100% customer service, well that's a lie. In the this last year I've about over ten complaints with them and every time they really never get resolved. I always make my payments on time. First it was always they could never find my payments and I would get phone calls saying my payments was late, now They applied my payments to the wrong account and I was told they would fix it and still getting phone calls weeks later saying my payment is late. I've been told my warranty on a product was a certain date and then it really wasn't. I get hung up on by managers on the phone because I am upset and telling them there people don't know how to do there jobs. Its just ridiculous.I have two accounts and always made my payments on time. I never hear from a regional manger, just emails. and they just say sorry. That isn't customer service at all. look at my account and see all the complaints I've made and see more into detail all of them.Desired Settlement: I would like to hear from and higher up manager. Not a district manager or regional but a higher up like a are or vp. See if this is how they want their company ran. I would also like to have a manager take my payment from now on, because obvious regular employees are to incompetent make sure it gets to the right account or give could customer service now a days

Business

Response:

Review: Conn's has called at least 30 times in the past week after repeated instructions to not call my house. They are looking for a [redacted]-wrong number.

Business

Response:

Thank you for the

opportunity to respond to [redacted] concerns regarding an account. [redacted] stated he has been receiving

collection calls regarding an account that is not his.

We have determined

this account belongs to another customer and [redacted] telephone number was

linked to the account in error. We have

placed a cease and desist on the telephone numbers provided by [redacted].

In the event [redacted] receives any further calls from Conn’s we ask that he contact us

immediately so we may address the issue further.

We sincerely apologize

for any inconvenience [redacted] has received due to this matter.

Review: I suffer from a serious chronic back problem. Doctors suggested that I use an adjustable bed so I decided to give Conn's a try. I went to their store in Round Rock, Texas and found a bed that would be perfect. After spending around a half hour with [redacted] (salesman) and trying the beds on display I chose a king size [redacted] that would work great for my back. The one that was on display was exactly what I wanted with the exception that the one displayed was a single mattress and I requested a split mattress. The salesman told me that it would cost $5,097.99 for the bed exactly like the one that I tested with the exception of being a split mattress. To be sure I asked the salesman what I would get for that price. His response was that it would be exactly what was on display, except split. I agreed, by the time he added all of the items he had not mentioned the total for the bed was $5,687.96, but I accepted anyway and we did the contract. When they arrived to deliver my bed, it was nothing like what I purchased. It was a low quality bare bones version of the one on display and would not help my back at all. When I contacted the salesman I was told to come back in and they would make it right. They informed me that I would have to give them almost $3,000 more to get the bed that [redacted] told me I had already purchased. They admitted that they made a mistake, but they were not willing to do anything at all to make it right. I offered to accept the much less expensive single mattress instead of what I purchased as a way to help them out. I was told no and that the only way to get what I had purchased would be to pay them the additional money that they wanted. I tried working with them and they would not do anything to make the problem right. Since the bed they were trying to give me would be of no help to me I was forced to cancel the sale even though it may harm my credit.Desired Settlement: I really need this bed so that I can make my living. I just want what I was told I was purchasing for the price they told me it would cost. I am still willing to accept the less expensive single mattress as a concession, but accepting what they were trying to give will only cost me $6,000 for something that I can not use.

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted] complaint. Our records show on 10/18/14, Mr. [redacted] purchased a Tempurpedic Supreme Breeze King mattress with a 48-month Furnituregard Plan, (2) Tempurpedic twin XL adjustable bases with a 48-month Furnituregard Plan on both bases, and a Maverick recliner with a 48-month Furnituregard Plan totaling $7,169.35. Mr. [redacted] was scheduled for delivery on 10/30/14; upon delivery Mr. [redacted] declined his order. Per our records Mr. [redacted] requested a head and foot adjustable base, initially he purchase (2) head only adjustable bases. Mr. [redacted] was unwilling to pay the cost for the double head/foot adjustable bases; therefore he cancelled his entire order. Mr. [redacted]’s application for credit is still valid and may be used at any local Conn’s location. If we may be of further assistance, Mr. [redacted] may contact Customer Service Department at [redacted] Kind regards,

Review: My husband and I recently purchased a Samsung Dishwasher from Conns's Store in Baytown, Tx. on January [redacted] 2014.After only one week of using the dishwasher it failed to work and wouldn't operate. On 01/**/14 My husband called the service department to discuss the broken dishwasher. He asked for an exchange but was denied and informed that the unit had to be repaired.On 01/**/14 the repair technician came to our home to assess the dishwasher and determined it needed a part that would have to ordered and we were advised that it would take 3-5 days to receive the part.While the repair technician was assessing the unit, he bent the front stainless steel panel causing a crease and causing the whole front panel of the unit to appear warped. I have made numerous phone calls to customer service and the local store and I was either told too bad, or promised a returned phone call from a manager. I have yet to receive a phone call from anyone at Conns' in 27 days!!i was informed on 02/[redacted]14 that the part that was ordered had arrived and the repair technician scheduled an appointment to repair the unit on 02/**/14. He called late that evening to inform us that he could not repair it unitl the following day.on 02/**/14 the repair tech came to fix the unit and told us that he did not have all of the correct parts and would have to again, order more parts, including the damaged front panel. We requested, again, to have the unit exchanged and were, again, denied. We were also informed that the delivery date of these parts could take up to a month or longer to receive.We are extreemely disatisfied with Conns' customer service, repair, and exchange policy. I was able to use the dishwasher for approximately one week. and I have been without it for 27 days with no end in sight!!!Desired Settlement: I would like the damaged unit exchanged.I bought and paid for a brand new dishwasher. When and if this unit is finally repaired I will have a reconditioned dishwasher, yet I will be paying for what should be a brand new one.Not to mention the complete inconvenience of being without the unit for a completely unreasonable amount of time.My husband and I have spend MANY thousands of dollars with Conns over the years and consider ourselves VERY GOOD customers and desire to be treated as such!

Business

Response:

Thank

you for the opportunity to respond to [redacted] complaint. Our records show on 1/**/14, [redacted]

purchased a Samsung dishwasher with us and 24-month repair service

agreement. We show the dishwasher was originally

picked up and installed by someone other than Conn’s delivery. [redacted] contacted us on 1[redacted]/14, and

stated lights were flashing and the control panel was not responding. A service call was set-up for 1/**/14, and

upon inspection the technician determined the Sump assembly better needed to be

replaced. [redacted] contacted us on

2/**/14 and stated while the technician was assessing the dishwasher the front

panel was damaged. Conn’s agreed to order and replace the front

panel as well. Our records show there

was a delay obtaining the necessary parts to repair [redacted] dishwasher

therefore, an exchange was approved. We

sincerely apologize to [redacted] for the delay and the experience she has had

with us. For the inconvenience, Conn’s

agreed to deliver the new dishwasher with no additional charge. We show [redacted] dishwasher was delivered

on 3/*/14.

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

Kind regards,

Customer Relations

Review: I am writing this complaint hoping that this can be escalated to someone that can honor what was advertised. I am upset and very disappointed in the service that I received. I went into your store 03\/31\/14 at 59 Sw Freeway and Williams Trace in Sugarland Texas and my plan was to purchased A 3 piece living room set.\r\n\r\n I had received correspondence in the mail advising me that I was approved for a credit limit increase,10% off my purchase and free delivery. I went into the Store and after looking around [redacted] helped me. I advised her of the mail I received and the discount's that were offered and she said ok I will give you no interest for 1 year but I could not give you the 10% and the no interest.. I advised her that it did not say that on the flyer that I had to choose either or but I would take the 1 year no interest. That was not a big deal because I found exactly what I wanted. I found a TV that was marked down to $398.00 a Dresser that was on clearance for 307.00 and a 3 piece living room set for 2299.00.\r\n The sales rep walked around the store with me looked at what I wanted and grabbed the sales tags off of the clearance items and sat down with me and got me approved.Had me sign my contracts , took my down payment and closed the sale. \r\n\r\nI paid my 10% down and advised her that I would like take my TV home and everything else can be delivered. She said that would be fine. She called a gentleman from the back to bring the TV to my car and the gentleman said that the tv was a 60 in and not a 51 inch. [redacted] came to me and told me that the TV was miss marked and she could not give it to me at that price even though the tag was clearly on that TV and she didn't even realize it until she sold it to me. I advised her since that is what the managers special tag said that she should honor it.And she has already sold that TV to me at the Price. She and I talked to her manager and they both said they could not.Desired Settlement: I would like there corporate office to call the store and have them honor the price that was marked on the TV and sell me my merchandise at the price it was advertised.Of course by this time I am extremely disappointed that the manager did not even try to reach out to anyone else to explain that this is what he had it marked as and he should honor it . especially since they had already sold it to me and I was about to walk out the door. Well needless to say He refuse to honor what was advertised and I advised him if he could not honor the price than I would like to cancel all of my purchase.\r\n\r\nI am sending this complaint because I would like to buy all of my items and I want Your corporate office to forward this request to who ever can honor the price for the TV that was advertised. If you advertise it for 398.00 than that is what you should sell it for.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Unfortunately we have been unsuccessful in our attempts to

contact Mrs. [redacted] to discuss her concerns. After further review and research, we

discovered that the manager’s special sales tag was on the floor between 2

televisions when Mrs. [redacted] was inquiring on purchasing a television. The

television Mrs. [redacted] attempted to purchase was not the correct television

advertised as the manager’s special. Mrs. [redacted] was educated that we were not

able to honor her request to purchase the television for that price due to the

sales tag was not actually located on the unit. Conn’s attempted to contact

Mrs. [redacted] to offer alternate options to resolve this matter however; we have

been unsuccessful in our attempts. Mrs.

[redacted] may contact the store manager [redacted] or contact us directly at

1-866-765-1513 for assistance.

Kind

regards,

Customer Relations

Business

Response:

Thank you for the opportunity to

respond to Mrs. [redacted] additional comments.

Although Mrs. [redacted] was not contacted directly by [redacted], we

(Conn’s) did attempt to contact her as previously stated in our response. Mr. [redacted] was able to reach Mrs. [redacted] and

offered $250.00 discount as a goodwill gesture.

Although we are unable to honor Mrs. [redacted]’ request for a 60” television

for $398.00, we are still willing to offer $250.00 toward a new purchase. Mrs. [redacted] has been mailed $250.00 in Conn’s

gift cards and should receive them within 7-10 business days.

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.