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: My husband and I purchased a set of couches back in [redacted] After a couple of weeks one of the couches started dipping(1st piece) and then noticed that one sinks(2nd piece) in and the other arm rest is loose (3rd piece). I had called in a service, all they ever did was take pictures of the item and never fixed the issue. After the last visit of technician not fixing the sets I went to the store located on [redacted], the manager [redacted] helped us out and were approved on [redacted] to get an exchange. Since then we have not received our couches both the store and the distribution center seem to be on different pages. One manager ([redacted]) from the store location says one thing and then the distribution center say something else. We have been getting the run around. The manager [redacted] laughed at my as on was on the phone with me, told him that was very rude customer service actual words I said was "[redacted]" customer service and he then hung up on me. I then called him back and said he didn't have to be rude and hang up for me telling him the truth... how can he laugh at a customer for asking her money back when all I have been receiving is rude customer service. The only ones who have helped me was the manager [redacted] and [redacted]Desired Settlement: We just want our money back and not have to deal with them. They stated they can credit us but I don't want to deal with them ever again. I don't think they deserve our money for all the issues we have been through and for all the rude customer service from other staff.

Business

Response:

Thank

you for the opportunity to respond to [redacted] complaint regarding a

purchase made under [redacted]. On [redacted],

we contacted [redacted] to discuss her concerns during the conversation she

informed me the issue was resolved prior to receiving a call. [redacted]

was informed her recliner was now available and she was scheduled for delivery

on [redacted].

We sincerely apologize to [redacted] for her experience and any inconvenience

that has been caused.

If

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

Kind regards,

Customer Relations

Review: Conns Knowingly and deliberately filed a fraudulent credit application under my social security number. When I called to contest the account the sales person that handled the sale c0onfirmed that it was fraudulent and Conns still filed the account with collections and did NOTHING to assist me with the fraudulent claim. When I refused to pay the account I was harassed by Conns in house collections dept having to explain my situation time and time again. Now I have learned that Conns closed the account and sent it to a private collections agency. My credit score was near perfect a year ago and is now down to the 640's....... These actions are criminal at the very least. they are not looking out for any of their customers best interest. They are doing nothing to protect consumers from fraud. there are no security measures in place on their website to prevent unauthorized credit accounts from being opened. This account never would have been opened if there had been standard security questions in place as with most other credit applications online. This is unacceptable. They had everything they needed to pursue a criminal case against the individual that walked into their Spring store and fraudulently purchase $11,000.00 worth of their merchandise. To add insult to injury they allowed this merchandise to be picked up at their Warehouse by an individual other than the person who purchased it in the store.......Desired Settlement: I would like conns to refute the claim on my credit... IMMEDIATELY !!! and do everything they can to have my credit repaired to is former status. I would like to work with them to make this happen, and to also pursue charges against the person responsible for this mess.....

Business

Response:

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

concerns regarding an account. Mr. [redacted] stated there was an account opened

fraudulently in his name and it is now being reported negatively on his

credit.

Conn’s has many data and privacy measures in place when

credit accounts are established. We take the privacy and protection of our

customer information very seriously.

We look forward to working with Mr. [redacted] to resolve

this matter; however, he will need to contact our fraud department directly for

further information.

Mr. [redacted] can contact our fraud department at ###-###-#### ext.

3374.

We thank Mr. [redacted] for bringing this matter to our

attention so we may investigate it further.

Review: My wife and I went into Conn's on [redacted]. The first time we went in we were looking at Tv. First off the customer service was horrendous. When we found what we were looking for we sat down to fill out all of the appear work. There is a section where they offer different types of insurance. My wife checked no, signed and we moved on. Then they have a section where they offer extended warrantees. We didn't want to do it but conns has a 24 hour return policy so we agreed to applying the warranty on our tv incase something was wrong with it. The salesman named [redacted] said to call after 30 days and cancel the warranty. We finished everything up and were told we had to drive to their warehouse to pick everything up. When we got there [redacted] had given us the wrong paper work. None of it showed out contract. We waited and finally received our tv and free tablet. The next week I went back in and bought a labtop through [redacted] as well. I checked no on the insurance and the extended warranty. After the 30 days had gone by I called conns to cancel the warranty for the tv we bought. Come to find out they told use we have to fax I'm paperwork stating why we want to cancel. While I was on the phone we find out they added the insurance on my wife's account and the extended warranty on the free tablet. It added another 1,200 to her account. They said it was an accident but when I had them look up my account they had done the same thing to mine. We have faced paper work in twice and they still haven't taken off the warranty. We refused to pay her account until they fixed our contracts and now they have added a 25% interest rate to her account because they changed our accounts and added 1,200 worth of warrantees we can't get taken off. I contacted their legal department and they mailed us her contract. On it it shows she signed no on everything they added and still won't change it. I have 5 different people so far that iv found who have had problems just like ours.Desired Settlement: They fraudulently changed our contracts so they should be void. My wife's credit has been affected negatively and we have had to pay interest payment on her account because they changed our contract. This company is a fraud and needs to be held accountable for all of the people they are screwing over. This has been hell for us and still is hell. We need someone to help us resolve these issues and help the other peoples issues who I have been in contact with.

Business

Response:

Thank you for the opportunity to

respond to Mr. [redacted] concerns regarding his account. Mr. [redacted] stated he and his wife did not want

additional insurance coverage on their contracts and they have tried to cancel

the repair service agreements on the television and on the tablet.

According to our records, Mr.

[redacted] signed a 30 month retail installment contract on January 24, 2014 which

created account #[redacted]. That

contract also included a 12-month no-interest promotion. Mrs. [redacted] signed a 32-month retail installment

contract on January 18, 2014 which created account #[redacted]. This contract also included a 12-month

no-interest financing promotion.

Property insurance was added to the accounts due to this

being a secured retail installment contract; the merchandise must be insured

until the loan is paid in full. In the

event the customer has an alternative insurance policy, they are able to send

that policy in to our insurance department to receive full credit as long as

the declaration page shows coverage from the date of purchase to the present

date. Optional insurance coverage

includes credit life, credit disability and involuntary unemployment. We are able to cancel the optional coverage

with a written request from Mr. and Mrs. [redacted].

We are able to cancel the property insurance coverage as soon as Mr. and

Mrs. [redacted] provide their insurance declaration page from their home owner’s or

renter’s insurance policy. They can fax

that request to [redacted] We are

also able to cancel the repair service agreements on the television and the

tablet with written request from Mr. and Mrs. [redacted].

As a one-time good-will gesture, we will reinstate the

12-month no-interest financing promotion on Mrs. [redacted]’s account. We have not reported any negative credit

information to the credit agencies regarding Mrs. [redacted]’s account.

We value Mr. and Mrs. [redacted] as customers and sincerely

apologize for any inconvenience they have experienced due to this matter.

Review: The entire reason of which we chose Conn's was because they were offering NO INTEREST for a number of months on our purchases. Upon filling out the paperwork and being approved, we found on not our first, but second monthly bill that interest had been charged! That very day we spoke with the manager at the Arlington, TX location and he said not to worry that our salesman, [redacted], must have simply entered the promotional code into the system incorrectly. He then said that they would take care of it that our next bill should reflect no interest. Month after month we called back and nothing had been changed. After speaking with GE, the credit company who handles the actual bill, they said that if the store could simply fax over what the correct promotional code was supposed to be that they could update their system. Though admitting to the mistake, Conn's refused to send over any promotional code for the fact that the time period had passed of which the contract could be altered under. GE did not request that the contract be altered on Conn's end... all they wanted to know was what I had signed up for in the very beginning. Conn's was supposed to send me a copy of my contract because the paperwork that was given to me at the store did not reflect the information needed. Months and months have passed of being tossed around from person to person who says they are taking care of their mistake yet now i'm told that nothing can be done. I paid every single bill on time and made more than minimum payments, yet I am still stuck with $620 left to pay in interest. I will NEVER return to this business and I will let everyone know in the area to stay away through every review site possible... unless someone who says they can help actually follows through. It's amazing that the salesman and manager can admit to the mistake but can't fix it.Desired Settlement: I would like for Conn's to contact the credit company and provide them with the correct promotional code that I was initially offered thus removing as much interest charged as possible.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. After further review

and research, we confirmed that Mrs. [redacted]’s purchase did meet the

qualifications for a 24-month cash option account with GE. We spoke to Mrs.

[redacted] on 9/2/14 to inform her that Conn’s will honor the cash option terms

however; Mrs. [redacted] was unable to provide her GE account number at this time

for processing. Once we receive Mrs. [redacted]’s GE account number we will submit

the correct documents to GE for processing. We sincerely apologize for any

inconvenience Mrs. [redacted] experienced during this time.

If

we may be of further assistance, Mrs.

[redacted] may

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

Kind regards,

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 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 had 4 items delivered on [redacted] (Washer, Dryer, Couch, Chair). The delivery was not made until approximately 9:30pm. The next morning the dryer was inoperable and would not turn on. After several calls they finally sent someone out to repair it and I have no issue with the washer or dryer. On the same date (9/14 and then again on 9/15) I called in a ticket for the sofa and chair ([redacted] - Coffee set). The furniture is very poorly made (non-symmetrical, unevenly sewn, torn lining) and is not what anyone would consider acceptable condition for newly purchased items from a major retailer. It took several lengthy calls and follow up calls for them to send anyone out. The technician came on 9/24 and was unable to alter the furniture in any way since the defects are clearly in the overall production and workmanship. The technician took more than 20 photos of the furniture and also contacted his supervisor via FaceTime to show him the furniture and ask for guidance. They both agreed there is nothing that can be done to modify the poor quality. I was told someone would contact me within 7 days. Today I contacted Conn's approx 7 times and not one single person could help me check the status of the ticket and I was repeatedly transferred to the collections department when I have no payment due at this time. I have made every effort to resolve the issue within a reasonable timeframe and have not gotten anywhere with this business. One of the operators who took an early call even notated that I declined a service appointment which makes absolutely no sense since I wanted the furniture to be seen and possibly exchanged. I have gotten nothing but the run around, delay and stall tactics from Conn's with every phone call I have placed. I have call logs, screenshots and documentation to chronicle my efforts to resolve this and yet I still have no solid response from them. I acted as quickly as possible to comply with their 72hr policy and those efforts still got me no closer to having quality furniture from Conn's.Desired Settlement: At this point I simply want to have this furniture picked up (free of charge) and have it removed from my Conn's account. I am not satisfied with the quality, the efforts made to reconcile the situation or the beyond poor level of customer service and follow-up I have received since the items arrived. I am fine with keeping the washer and dryer as I have used both items and they seem to be working fine. I do not want any furniture from Conn's and do not want to pay any restocking, transport or other fees for getting this furniture out of my possession.

Business

Response:

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

complaint. Our records show on [redacted], Mrs. [redacted] purchased the [redacted] Coffee sofa and chair with a 1-year limited manufacturer’s warranty.

Mrs. [redacted] was scheduled and received delivery on [redacted] in good order.

We received Mrs. [redacted]’s complaint and found she contacted our

service department on [redacted] stating her sofa and chair was uneven and not

aligned correctly. After further review and research of Mrs. [redacted]’s service

needs, Conn’s agreed to honor her request to return the both furniture pieces and

issue a credit to her account. Our records show on [redacted], Conn’s delivery

team picked up Mrs. [redacted] furniture from her residence. On [redacted], we

processed a credit of $1082.48 to Mrs. [redacted]’s account for the sofa and chair.

We sincerely apologize for any inconvenience Mrs. [redacted] experience during this

process.

If

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

Business

Response:

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

complaint. Our records show on [redacted], Mrs. [redacted] purchased the [redacted] Coffee sofa and chair with a 1-year limited manufacturer’s warranty.

Mrs. [redacted] was scheduled and received delivery on [redacted] in good order.

We received Mrs. [redacted]’s complaint and found she contacted our

service department on [redacted] stating her sofa and chair was uneven and not

aligned correctly. After further review and research of Mrs. [redacted]’s service

needs, Conn’s agreed to honor her request to return the both furniture pieces and

issue a credit to her account. Our records show on [redacted], Conn’s delivery

team picked up Mrs. [redacted] furniture from her residence. On [redacted], we

processed a credit of $1082.48 to Mrs. [redacted]’s account for the sofa and chair.

We sincerely apologize for any inconvenience Mrs. [redacted] experience during this

process.

If

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

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: 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: 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: 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: 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: I purchased an extended warranty and insurance policy with Conns Appliance in September 2014. I filed a claim in January due to a home burglary on December 23, 2014. I had to fax additional information to the insurance company February 9, 2015. I received a letter from the insurance company postmarked February 23(I have the envelope).. The letter stated that a payment was made to Conns Appliance.

I went to the [redacted] location April 15th and they told me that my claim was credit back to my account. because I had only 30 days to pick-up my television and computer. Well, at no time was I notified in writing or telephone about this policy. I made a payment on March 24 and the customer service representative did not tell me about the credit on my account.

I learned about the credit when I went to the [redacted] location on April 15.

After speaking to everyone on April 15, I am suppose to continue to pay 130.00 monthly on merchandise I do have. I am assuming they were not going to let me know about the credit of 1,200.00. I was told that I would have to reapply/ re-purchase the items again and to my account. WHY if there is a 1200.00 credit. Also, I was told that if my account is behind Conns Appliance have the right to take my insurance credit and apply it to my account.

At this point I am looking for all of these policies in writing. There was no additional information given to me from Conns Appliance or the insurance company about all of these made up policies.Desired Settlement: I just want my television and computer. I refuse to keep making payment of 130.00 monthly on merchandise I do not have in my home.

Business

Response:

Thank you for

the opportunity to respond to [redacted] concerns regarding account

#[redacted] stated she

purchased an insurance policy with us in September 2014 and the items were

stolen in December 2014 and she would like to pick out new merchandise.

According to

our records, [redacted] signed a 24-month retail installment contract on

October 13, 2014. This contract did

include property insurance. On December

23, 2014 [redacted] notified us of the burglary. At that time we asked [redacted] fill out

a claim form and fax that in along with her police report. Once we received the information from [redacted], we processed her claim.

The insurance

company approved the claim and mailed us a check on February 20, 2015; however,

[redacted] account was past due. We

are unable to replace the items on an account unless it is in current status,

the payment from the insurance company must be credited to the account when it

is in a past due status. [redacted]

account was credited $1234.50 for the stolen items on February 20, 2015. We have attached a copy of [redacted] payment

history for her records.

The account is

past due because the $1234.50 was posted as a property insurance credit. The

current outstanding balance on the account as of April 29, 2015 is

$1,075.46. Please note the payoff

balance updates daily. If [redacted]

would like to pay the balance in full, we ask that she call the day she plans

to make the payment for an up-to-date payoff quote.

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

attention. Thank you,[redacted]

Review: ** Please see attached **Desired Settlement: ** Please see attached **

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show on3/29/14, [redacted] purchased (2) Asus Vivobook notebooks with a (37-month Repair Service

Agreement w/Accidental Damage) on both units totaling $2,699.96; Mr. Amos

financed $2,519.96 on Conn’s credit Installment Loan and paid the difference of

$180.00 with his Visa Credit card. [redacted] signed invoice indicates at

the time of purchase he acknowledged he was provided a copy of RSA &

ACCIDENTAL DAMAGE brochure and that he understood the coverage associated with

the product(s). [redacted] elected to take both notebooks from our

Lafayette, LA.

After researching [redacted] complaint we found he contacted

us on 2/06/15; stating

his notebook screen was damaged while on the bus. [redacted] notebook was

submitted for an exchange under the RSA & ACCIDENTAL DAMAGE Terms and

Conditions. On 2/10/15, [redacted] exchange was approved; he was issued a credit

up to the original amount paid which was $899.99 to re-select a new notebook

because the original model was no longer available. [redacted] initiated

his exchange on 3/11/15; and selected a Toshiba Satellite notebook model

(S75B7248) which was $100.00 more than the approved credit amount given.

[redacted] also purchased a new 37-month Repair Service Agreement w/Accidental

Damage on his new notebook.

As stated in the RSA/ACCIDENTAL DAMAGE Terms and Conditions

once a product has been replaced under the terms of this coverage it is

considered fulfilled. Although, [redacted] had not paid off his account

balance at that time of the agreement he is still responsible for the original

remaining balance OF $1,960.98 in addition to the $507.59 that was financed at

the time of the exchange.

We have included supporting documents in our response which

includes a copy of [redacted] signed contract and a copy of the RSA &

ACCIDENTAL DAMAGE Terms and Conditions.

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

our Customer Service Department at 1-877-358-1252. Kind regards, [redacted]

Review: Went into Conn's to purchase a television stand-[redacted] and a home theater stereo system on [redacted]. Sales person told me that my products would be delivered on [redacted] between 8-11 am. I received no call and waited at home all day. Went into Conn's on [redacted] to talk to [redacted]. He stated that television stand was out of stock and it would be delivered on [redacted]. It was another no show for delivery on Tuesday as promised; again I was not called to be informed of no delivery. The following day I received a call from the warehouse stating that the stand was out of stock and it would not be in until [redacted]. Today,([redacted]) a stand was delivered; however, it was badly damaged. I called to get this situation rectified and was told that I have to wait 48 to 72 hours to talk to someone because that is how they handle business. Part of my purchase was delivered but can not be installed because I don't have the stand to put in on. I have been told that the delivery truck was robbed, all products were damaged in the warehouse and other inconsistent stories. I have not been able to get a Conn's associate to clearly communicate as to why it is so difficult to deliver the television stand -[redacted] as promised and within a timely manner.Desired Settlement: I want the television stand that I purchased without it being damaged. Conn's associate should be accountable and communicate with customers efficiently and in a professional manner. I would like all delivery charges taken off of my bill. I would like a call from a Conn's associate with accurate information ASAP. An apology for the inconvenience ( I gave away I old stand and theater system expecting my new one would be in my home when promised the first time)would be nice!

Business

Response:

Review: We bought our furniture from Conns , A week before our anniversary November the 14 2013, the 8th day of November , Conns said it would be delivered the next Wednesday the 13 th of November , they called that week and said they could not be delivered untill the following friday , being very diappointed thy delivered the furniture , now since the furniture was late I have been trying to get our payment date changed , the manager of the store, [redacted] said that would not be a problem well I been tring to get the payment date changed since the 27 th day of november , I have called Conns just about an heard every story possibly anyone can imagine I still have not been able to get the date changed to the 21st of the month!!!Desired Settlement: All I would like Conns to do is change my payment due date to the 21st of the month on both the accounts ending in [redacted] and [redacted], since they were late delivering our furniture!

Business

Response:

Review: On 2 March, I purchased a bed frame and mattress set from Conn's in Shreveport. The bed was scheduled to be delivered on 4 March. The delivery team called to reschedule delivery for the following day due to issues. The next day I never received a call, nor did anyone show up. I called that next Thursday and eventually the items were delivered on 6 March, after me waiting for them several days in a row. The delivery team did not set up the bed as was agreed. They told me they did not show an order for set up- just delivery and there was no hardware included with the bed frame so I was unable to set the bed up on my own if I had the ability to do so (the bed is too heavy for me to manage alone). I called again, spoke with a manager and was told that they should have set the bed up for me and that they would send someone out to set up the bed for me. I have placed several calls to the store and the 1-800 Customer Service number to Conn's and I have yet to get anyone to call me back, and I still have a bed that is sitting on the floor, unable to use and it has been well over a month. I am highly disappointed with the level and lack of service that I have received from Conn's.Desired Settlement: I am highly upset with the way this issue has yet to be resolved. I would like to be refunded some of the money that I have paid on this piece of furniture that cannot be used as well as the amount of time I have spent in frustration in an attempt to get these issues resolved. If Conn's is unwilling to supply the hardware necessary and set up the furniture I would like to have the furniture returned to them completely so that I may go elsewhere and purchase a usable bed elsewhere.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 3/02/14, Mrs. [redacted] purchased an

Alexandria queen bedroom set which was delivered on 3/05/14. Although we

were unable to reach Mrs. [redacted] today, we did contact the delivery manager who

informed us that on the day of delivery Mrs. [redacted] stated she would set-up the

bedroom furniture herself. The following day, Mrs. [redacted] contacted the delivery

department stating she was missing hardware and could not complete set-up on

her own; Mrs. [redacted] was advised that delivery would come out and complete

set-up. Our system records show a delivery ticket was created and we

attempted to contact Mrs. [redacted] on 3/08/14, 3/10/14, 3/11/14, and 3/13/14 however, delivery was unable to reach her. Therefore, the ticket was cancelled. We

will be glad to assist Mrs. [redacted] and resolve her issue. Mrs. [redacted]

will need to contact delivery at [redacted] to schedule an appointment on a day

that is convenient for her if she still needs her bedroom set assembled.

Kind regards,

Consumer

Response:

This letter is to inform you that Conn's has carried out to my satisfaction the resolution it proposed for my complaint, filed on 4/14/2014 12:01:30 PM and assigned ID [redacted]

Regards,

Review: My payment was due on July 4, 2014. I went into the store and brought a tv. The sales rep, added this to my account, which meant that I had no payment for the month of July. My Payment was moved to Aug 15, 2014. The sales Rep told me I might be getting a phone call and for me to let them know that I refinance my contract. I have recd 7 phone calls, and I tell them that I refinance my contract. I was told that they were talking to their manager to stop the calls. Today, I recd another call and I told them the same thing, I ask for a manager, she told me that there no notes about this on my accounts and it would take 30 to combine my account and thats when they would stop calling.Desired Settlement: I would like a phone calls telling that it was taken care of and I would not be rec any more calls.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] concerns regarding her accounts. Mrs. [redacted] stated a payment was due on

account #[redacted]; however, she made an additional purchase and added it to her

account.

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

retail installment contract on July 4, 2014. This contract created account

#[redacted].

It included the remaining balance from account

#[redacted] and Mrs. [redacted] additional merchandise.

When a new contract is signed that includes an add-on

balance from a previous contract, it may take 7-10 business days to update the

information in the system.

Mrs. [redacted] received call attempts on account

#[redacted] since the minimum payment was due on July 4th and we were in the process of establishing

the new contract.

As of July 9, 2014, Account #[redacted] has been paid in full and

has a zero balance due. The first payment will be due on account #[redacted] on August 15,

2014.

Mrs. [redacted] will receive a close out letter for account

#[redacted] within 30 days of the account closing to retain for her

records.

We value Mrs. [redacted] as a customer and sincerely apologize for

any inconvenience she experience due to this matter.

Business

Response:

Review: I received a call from someone calling himself [redacted] with [redacted] on [redacted]. He said he was trying to save my account. I don't dispute my account was behind. But he told me if I could give him a post dated payment over the phone for $[redacted] it would save my account. He said they would issue a new contract and it would drop my payments from $[redacted] per month to $[redacted] per month. He said if I did not do this then they would likely not accept any future payments. Given the circumstances I agreed and gave him a post dated payment for $[redacted]. He said I would be receiving a new contract in the mail, and to sign it and mail it back in. The following week I had not seen the contract in my mail. I contacted them and they responded that the contract will be coming from corporate. I gave it another week and still nothing in my mail. I contacted them again and they said the store issues the contracts. I cannot seem to get an answer. I certainly want to keep my account. [redacted] made me a good offer to save my account yet I have seen nothing or heard anything since I spoke to [redacted]. Today is [redacted]. I did make a recording of the call with [redacted] because the way he was communicating to me I felt he was saying either I give him the payment or else. Bottom line is, are they sending me a new contract? I assume the call from [redacted] at [redacted] was legit since he had my [redacted] account number, and my online payment info. Please help. Again I did record nearly the entire call. Which includes him telling me I would be receiving the new contract in the mail.Desired Settlement: Send me the revised contract so I can sign it. I did as instructed by the [redacted] rep [redacted]., but I have yet to see the new contract.

Business

Response:

Thank you for the opportunity to

respond to [redacted] concerns regarding account #[redacted] stated he received a phone call on

[redacted] regarding a refinancing opportunity for his account; however, as

of [redacted] he had not received the contract to refinance his account.

According to our records [redacted]

signed a 36-month retail installment contract on [redacted]. On [redacted] received a phone

call regarding the past due balance on his account. At that time he was offered the option to

refinance his account, bring the account current and lower the minimum monthly

payment. [redacted] was also informed

that in order to take advantage of the refinancing option; he would need to pay

a down payment of $[redacted]

stated he would not be able to pay the down payment until [redacted] and

scheduled a postdated payment to process on [redacted].

The calculations [redacted] spoke

with the agent about on [redacted] did not include the property insurance on

the account. The refinance option was

re-calculated and the new minimum monthly payment would change to $[redacted]. Due to the recalculations, we needed to speak

with [redacted] for his consent to refinance the account. After several failed attempts, we were able

to reach [redacted] on [redacted] and he agreed to the payment recalculations. The refinance arraignments were noted and the

new contract was mailed to the address we have on file for [redacted] at that

time.

As of [redacted]

has not returned the signed contract for us to proceed with the account

refinance. Once we receive the signed

contract from [redacted], we can move forward with refinancing the account. Please note, once the contract is received,

[redacted] will need to allow 7-10 business days for the contract to be

processed and the refinance to be completed.

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.

As of [redacted] I have not received the contract. Please make note of the address to send it to. In addition we have homeowners liability insurance which covers all contents as well. Therefore I should not be charged for property insurance. There was no mention on [redacted] about adding insurance. Again my [redacted] homeowners covers ALL contents on the property.