Conns Appliance, Inc.

Review: I have been getting repeat phone calls from Conns representatives asking for a [redacted]. I have explained repeatedly to Conns that I do not know this person or why she is using my phone number and asked them to stop. On [redacted] Conns stated the calls will continue. Any help would be greatly appreciated. Thank youDesired Settlement: I would like Conns to stop calling asking for a person I don't know.

Business

Response:

Thank you for the opportunity to respond to [redacted]' concerns regarding collections calls. We have found that [redacted]' telephone number was linked to an account in error. We have placed a cease and desist on the telephone number provided by [redacted]. Please note, it may take up to 24 hours for the cease and desist process to be completed. We ask that [redacted] contact us directly if he should receive any additional calls after the 24 hour period. We value [redacted] and sincerely apologize for any inconvenience he has experienced due to this matter. Thank you,[redacted]

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: 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: 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 Sharp sound bar for a Christmas gift at the Thanksgiving day sale for my mother-in-law at the Scottsdale AZ store. After Christmas she set it up and the sound was going in and out and making a buzzing sound so I took it back to the store and the sales person [redacted] and his boss tested it on one of their TV's and it repeated the same problem. I asked for a exchange or a refund and they looked and said they did not have any more it was a one time buy for them just for Christmas. Then they said that they would send it in to Sharp for me to have them fix or replace it, so I agreed to have them do that. They said it would take about 2 weeks and they would let me know when it came back. 3 weeks went by and I did not hear back form them so I called them and they called me back and said that they do not send product back and I was to come in and pick it up and send it in myself. I said no and that I wanted a refund at this point and they said they could not give me a refund because too much time had gone by. So I called the customer service and told them what happened and had the run around from them for 3 more weeks finally asked for a manager and was told that there was no one above this phone person I hung up and called back and got someone new and asked for a manager and got someone who said that there would be no refund. I asked for a supervisors number and he said he did not have any numbers for anyone above him. I went on the internet and looked around and found a number for the corporate office in Texas and talked to a [redacted] who said he was not the right person and took my info and said that he would pass it on and if I did not hear back from them to give him a call back. I waited 3days and did not hear from anyone so I called [redacted] back and they said that he was in a meeting and took my number and name and said that he would call me back. I waited 2 more days and just called [redacted] back and he is in a meeting again. I am tiered of the run around and need refund.Desired Settlement: Would like my refund ASAP so I can get a new gift for my mother-in-law.

Business

Response:

Case # [redacted]

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

Our records reflect that [redacted] purchased a sound bar via invoice #

[redacted] on 11/**/13. The return for this

product has been approved at this time. [redacted] should visit the

purchasing store to process the credit back to his Visa Credit Card. A message was left with [redacted] regarding this matter.

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: Approx 8 months ago I purchased a secotional sofa from Conns. The chaise portion is coming apart it is ripping and fraying. I have made numerous calls to Conns , the manufacturer, the service center each time I have been greeted with extreme rudeness from mgmt right down to customer service I even called the corporate office trying to have this repaired since this was not our fault, we paid $3000.00 for this furniture and we now have one major piece that is no good.Desired Settlement: I want this piece either replaced or repaired at no cost to me.

Business

Response:

Thank you for the opportunity to respond to

Mr. [redacted] complaint. Our records show on 7/20/13, Mr. [redacted] purchased

a Jackson Axis sectional with us and has a 1 year limited manufactures’

warranty. Mr. [redacted] contacted us on 2/8/14,

stating a seat cushion was sinking. Upon inspection the serviceman found the

daybed cushion had major sagging and the casing was mangled. The serviceman

also found the damage was due to improper usage and customer abuse. (Pictures

available upon request). Although Mr. [redacted]

did not report his chair on the initial work order the service man also noted

it was sinking as well. Under the terms

of the manufactures warranty authorization was given to address and repair the sinking. A service call was scheduled for 3/5/14 and

the serviceman added foam to the chair cushion and tightened the webbing and

reassembled the daybed.

Mr. [redacted] has been informed he only has

manufacturer’s warranty which does not cover his damage claim. Therefore, we are unable to honor Mr.

[redacted]’s request to repair or replace his sectional.

If we may be of further assistance, Mr.

[redacted] may contact us 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. This is satisfactory as long as it is replaced, thank you

Review: This complaint is for a delivery rebate issue. I followed the instructions of the rebate form as requested by Conn's. I have all documentation and delivery confirmation of date rebate form was delivered with original forms submitted. I was denied on the first request for the reason stated - Purchase date not valid for this offer.Went to the store and was told I followed the correct procedure and purchase was made within the correct time period and to call customer service. I called customer service and was told to resubmit forms. Resubmitted forms and still have not received my rebate. I have called customer service 3 times to request a call back from a district or regional manager. To date I have received no phone call from either. Conn's wants to charge a delivery charge but will not issue a rebate.My second issue is for a water line that I was told was required for installation. This item was not required and they will not issue a refund. I have spent over $25 to resolve these issues to no resolveDesired Settlement: I just want my rebate and refund for item they told me I needed for installation + postage and fax fees.

Business

Response:

Thank you for the opportunity to respond Mr. [redacted] complaint. Our records show on 4/21/14, Mr. [redacted] purchased a Frigidaire refrigerator, a GE ice-maker kit, and elected to have his items delivered. Our records show Mr. [redacted] submitted his rebate form and the rebate claim was denied due to his purchase date was not valid. Although our records indicate Mr. [redacted]’s rebate form was resubmitted and is currently being processed, Conn’s has agreed to concession his delivery fee and apply a credit of $86.59 to his Conn’s credit account. In regard to Mr. [redacted]’s ice-maker kit Conn’s has agreed to return or exchange unit. Mr. [redacted] will need to visit his local Conn’s store for processing.

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

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.

Review: On [redacted] I went into the store to do an exchange on a mattress set. The expected delivery date stated on invoice was for [redacted]. Then I received a call on [redacted], from the delivery department to confirm the delivery address. Was advised that my address was not changed to my current address, I was advised to call the store. When I called the store they advised me that the department was closed and they would handle it on Monday. Did not receive a call from the store went into the store on [redacted] spoke with a manager he check on the address and stated they would call back after 20 to 30 minutes, I asked the manager how much longer he stated the delivery department would call on Thursday to set up the time. I advised him of the bad service, and asked for his card and the 1-800 number he stated he did not have a card and gave me the number on a piece of scrape paper. As of this date [redacted] I have not received the delivery or a call.Desired Settlement: Deliver bedset

Business

Response:

Review: On [redacted], I went to Conn's with sole purpose to get a riding mower. They also told me the more I got the less my monthly would be but they had a new one which was delivered on [redacted] and was non functional when delivered. I called the day they delivered this and advised them only to have them tell me they would get with mgmt and call me back and nothing. After several calls an getting the run around, they picked up the unit 4 days later on [redacted]. Was told was sent to Dallas for servicing. I called few dsys afterwards to chech status an told no tech was assigned an to check back in 3 to 5 business days. So I allowed the time an nothing was done. So I went to store location on either [redacted] or [redacted] an spoke with a mgr. which they had no information. I get call few days later that should be returned an delivered between Wed an Friday an recevied no call. I went back to store and mgr. told me was delivered there but could not send to me because had no invoice. Not sure about that because if had no invoice how could receiving sign for it. Anyway, the [redacted] called and requested them to email an invoice an never received one. I received a call during the week from another mgr and they told me could not deliver this because the mower still was non-functional. Dont they test this before sending back out? At this point, I advised the mgr that because of this I was returning all items. Now we were already barely over 3 weeks and still I had no mower. So, I returned the other items on [redacted] at which point I felt not paying a 15% restocking fee on all items was not justified which mgr. [redacted] told me this was a self/voluntary repo an will go against credit. I informed him that because nothing was resolved and cust. service was horrible I am having to pay some outside party to mow my yard now. At no time was there an offer made to replace the item. I have much more details but there is not enough room so I tried to include as much info an detail as possible.Desired Settlement: Based on the numerous attempts I made to get this addressed and resolved, I am looking to have this cleared to where this is not reported against and affect my credit. I am now going to have to obtain financing now from another source to get a functional riding mower for my original intended purpose. The amount of time that had elapsed was an unacceptable time frame.

Business

Response:

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: 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: 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: 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 went to conns to look around for a cloth dryer because mine had stop working, the sales person ([redacted]) talk us into getting a matching front load set form conns, which was really nice. I was so excited to have this nice expensive looking set. On [redacted] conns deliver and set up the washer and dryer. they put it on clean basket, 1 hr later my wash room was flooded, I call to let conns know what happen, they told us to go make sure the drain door on the dryer was completely close, so I did that, but next day went I put a load to wash it did the same thing. I was so upset that I call conns to come pick it up because I was very disappointed so I want them to come and take it back. they was suppose to come in a couple of days to pick it up. on the [redacted] two guys show up from ge said that they came to find out what was wrong, I told them that they was suppose to pick it up not fix it. The went and look said it was defected and had to be replaced. so the call cooperate whiles at my house to find out what they need to do, they told me that conns will be contacting me to make arrangement to come pick the washer and dryer. No one did not contact me, so I call cooperate [redacted] 10.30am spoke to [redacted] because I wanted to know when the will be picking it up, I didn't want to do business anymore with then, I call every week . then on [redacted] a truck show up. two guys said that they were from the warranty company with my replacement I told them that I was not suppose to get any replacement, I told them the need to take every thing with them, they said I need to take it up with conns because they are just the delivery people. I call cooperate spoke to [redacted], said she is creating a ticket so that someone can pick it up. so in the mean time whiles I waited I try to use the washer but the new one was not working either, I call and conns connected me to service the advise me that I may have hard water in my area and that can make the smart washer was not work. she schedule a service person to come out. some one came on the 24, he said that conns did not hook up the cold water which cause the machine to damage and he needed to order a part. on the [redacted] someone from warranty came to install the new part, the machine still not working. the part were the liquid detergent and fabric softener goes in is filling with water. I feel like I'm being force to keep this washer and dryer. I am so frustrated and depress, I have about twenty loads of cloths piled up because since [redacted] I was not able to wash my family cloths. these are the dates and people I spoke to at conns including calling my sales rep ([redacted]) every other day: [redacted]. I spoke with [redacted] on [redacted] in cooperate said that their waiting on upper management to give the approval for the washer and dryer to be pick up without looking as though it's voluntary surrendered. [redacted] at [redacted] ticket #[redacted]Desired Settlement: I would like conns to honor their company policy and pick up the washer and dryer without it looking as though it's a repossession because I have ask them within the 30 days time since beginning in [redacted] to please pick up the washer and dryer. they have been ignoring me and no one ever calls. I have to be the one calling all the time

Business

Response:

Review: I when to the store on Oct-**-2013, and after walk around the store my wife and I decide about a Living room set, a sales person [redacted] ask us what we need, I told him, we want to purchase a Living room set we have credit with the store and I don't want an other credit card,he told me that he will check this,after a few minutes he comeback and told me he will try to give 24 months with out interest purchase just need some information from me,he left and come back with a credit application on my name, that I don't request, He rum my credit with out my approval. When I receive the letter from the GE credit service several days after I notice the APR is too high, something that He don't even mention to me that dayI made a purchase on Oct-04-2013 living room set, a few days later warehouse call me and told me my set will be incomplete and a day after this was promise be the sales person ([redacted]), after spoke with the delivery manager, doesn't had and answer about when my delivery will be complete, spoke to the store ([redacted])and she told me the delivery will be complete the next day,The next day I receive an incomplete and wrong set,send it back, spoke to the store again, and [redacted] promise I will be receive my delivery complete the next day early on the morning, again I lost an other day to wait for my delivery, the next delivery wasn't early or complete, I receive only 2 pieces on the afternoon and nobody give an answer of when my set will be complete, after several day, I had a phone call, from delivery service on (I believe Oct 20 )the morning when I was at work, to try to make the deliver on the next hour, of course I can't, I told the delivery service to send it after 6:00 pm, and his words was "well let me check with my manager to see if we can do it today, I call you on the next hour", after several days, I still waiting for that phone call till today.The communication and follow up of the service I had receive is an example of BAD customer service, and worse experience that I never reDesired Settlement: restoration of my credit,36 months with out interest and billing day start on the next month

Business

Response:

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: 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: 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: 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