Conns Appliance, Inc.

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: 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: 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: 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: 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: 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 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 APOLINAR [redacted] WENT TO CONN ON 1/11/2015 AND BOUGHT A WASHER AND IT DID WORK SO I CALLED CONN THE NEXT DAY AND THE SAID WE HAD TO CALL SERVICE SO THEY COULD COME OUT AND CHECK IT SO WE CALL SERVICE AND THEY SAID THEY DONT SERVICE OUR AREA SO I CALLED CONN AGAIN AND [redacted] THE MANAGER KEPT SAYING WE NEED TO WAIT TILL THEY GOT THE OK FOR EXCHANGE AND WE NEVER HEARD FROM THEM AGAIN SO I KEPT CALLING THEM AND THEY TOLD ME [redacted] WAS NO LONGER THE SO THE MANGER SAID WE STILL HAD TO WAIT SO I TOLD HIM THAT I WAS GOING TO PUT THE WASHER IN MY TRUCK AND TAKE TO THEM AND LIVE IT THERE CAUSE IT DIDEN WORK AND HE TOLD ME IT WOULDEN DO ANY GOOD FOR ME TO LEAVE IT THE CAUSE HE COULD NOT DO ANY THING FOR US ANT THAT POINT AND TIME SO TILL THIS DAY HE HAS NOT CALLED US.SO MY WIFE TOLD THEM THAT IF THEY DIDEN EXCHANGE THE WASHER IN A WEEK SHE WAS GOING TO STOP MAKING PAYMENT TO CONN AND SO SHE DID AND THEY CALL FOR THEIR PAYMENT BUT NOT TO DO WITH THE WASHER. I HAVE ALL THE INFO ON THE WASHER AND THE COPY I CAN FAX IT TO WHO EVER .THANK YOUDesired Settlement: I JUST WANT EVERYONE TO KNOW WHAT CONN DOSE THE THEIR CUSTOMERS. AND I AM NOT GOING TO PAY THE BAL I HAVE WITH THEM.

Business

Response:

Thank you for the

opportunity to respond to [redacted] complaint. Our records show on

1/11/15, [redacted] purchased a [redacted] washer with a 24-month Repair

Service Agreement Plan. [redacted] elected to pickup his washer the same day

from our Conn’s located in [redacted]

After further review and

research, we have no records that [redacted] has contacted our service

department regarding any issues he is experiencing with his washer. On 5/4/15,

a service representative attempted to contact [redacted] to schedule a

service appointment however; they were unsuccessful and were unable to leave a

voice message.

Although [redacted]

washer does not meet the qualifications for an exchange at this time; he may

contact our Service Department at [redacted] to schedule an appointment to

have a service technician assess the unit.

If we may be of further

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

Kind regards,

Review: On Nov. 16,2014, I obtained a line of credit through conn;s. I purchased a washing machine,and king size mattress with box springs. I recieved said items on Nov. 22,2014. Delivery crew put box springs and mattress on frame of my bed. I made sure the bed and washer were the brands I had selected. I signed paperwork, and drivers left. Upon retiring to my new mattress,I discovered it was not firm as I had purchased, but soft. I cannot sleep on a soft mattress,as I have lower back problems. Nov.23, delivery man called to make sure everything was to my satisfaction, I then told him no the bed was wrong, right brand wrong type. He told me that is what was on my reciept. My reciept does not say anything about being soft, or firm. I have since discovered the word "plush" is a meaning used for mattresses in the industry meaning soft. Had I known when I recieved the mattress I would of made them take it back. On Nov 24I I went back to the store and confronted my salesman, he stated there was nothing he could do, I asked for manager, not in. I called later that day spoke to a manager explained the salesman put wrong order in for delivery. He pushed issue to corporate office. They contacted me stating they would not give me an exchange because that is what was on the order. So I now have a $1500 bed that I cannot sleep on, I have been sleeping on my couch since. I donot understand why they cannot rectify this problem,I even offered to pay extra for the right bed. I am at my wits end with this,they're salesman made the mistake why do I have to pay for that mistake? All Im asking for is justice

Business

Response:

Thank you for the

opportunity to respond to Mrs. [redacted]’ complaint. Our records show on 11/16/14;

Mrs. [redacted] purchased a [redacted] mattress with a limited

manufacturer’s warranty. Mrs. [redacted]’ delivery was scheduled and received in

good order on 11/22/14.

We reviewed Mrs.

[redacted]’ complaint and found on 11/25/14; she contacted our customer helpdesk

department stating her mattress was too soft. Mrs. [redacted] stated she received

the correct brand of mattress however; it was not the firm mattress she

selected and requested an exchange. After further review and research, we

confirmed with the sales representative and store manager located in Las Vegas,

NV that mattress Mrs. [redacted] received is the correct mattress she elected to

purchase in the store. Mrs. [redacted]’ signed her contract and invoice

acknowledging her purchase with Conn’s which list the model number for the

[redacted] she received. Mrs. [redacted] was notified that

Conn’s has a No Return or Exchange Policy on mattresses unless a manufacturer’s

defect was found and deemed irrepaiable.

At this time we are

unable to honor Mrs. [redacted]’ request for an exchange on her mattress; she has

received the correct mattress that is listed on all documents Conn’s provided

her prior to receiving her mattress.

If we may be of

further assistance, Mrs. [redacted] may contact us at 1-877-358-1252.

Sincerely,

Dyeisha [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10337054, and have determined that this proposed action would not resolve my complaint.

[Provide details of why you are not satisfied with this resolution.]

Regards,

I did not recieve the right mattress, have not slept on mattress, and dont accept response.

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: 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: 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: 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: 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: 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: I bought a washer and dryer on 03-08-2014, the dryer broke down the first week they sent someone to fix it on 03-19-2014 he couldn't fix it he requested to get some pieces they didn't place the order until 03-26-14 all this time I been calling to request to exchange they refused, they have been transferring me from one line to another. They sent someone to my house again on 04-04-2014 he couldn't repair the dryer I called them back they said that they didn't have any information I asked to exchange the dryer again they refused now they said that they will be able t sent someone again on 04-09-2014, all that for a dryer that I had for less than 30 days, I went to the store to make a payment they said that I have to pay for the account even if the dryer wasn't working.Desired Settlement: I got the dryer because I need it and like it, they have to work with their customer to the customer with them. and if the equipment is less than 30 days old they should replace it why anyone have to pay for something that isn't working.

Business

Response:

Thank you for the opportunity

to respond to Ms. [redacted]’s complaint. Our

records show Ms. [redacted] purchased a LG washer and dryer with us on 3/8/14. Ms. [redacted] contacted us on 3/18/14 stating the

dryer was not producing enough heat. A

service call was set-up and upon inspection the technician found the sensor and

thermister, and thermostat assembly needed to be replaced. After researching Ms. [redacted]’s complaint we

found there was a delay ordering and obtaining the parts in a timely

manner. Once all parts were received Ms.

[redacted] was contacted and the repair appointment was scheduled for 4/9/14. Our records show Ms. [redacted]’s dryer has been

successful repaired.

We sincerely apologize to Ms. [redacted]

for the experience she had with us. We

appreciate her for bringing it to our attention to ensure it is not

repeated. As a token of our appreciation

and for the inconvenience Conn’s has processed a credit of $50.00 to Ms. [redacted]’s

Conn’s account. If we may be of further assistance, Ms. [redacted]

may contact us at [redacted]

Kind regards,

Customer

Relations

Review: I requested that my payment date be after the 21st of the month closer to the 25th, because of how I am paid. the sale man did not do my request.

Because the due date I thought I had and the one the sales man arranged are different, I lost the cash value option of the merchandise that I purchased. I even requested several times for the sales man to cancel the contract of the smart tv that I purchased but did not pickup/receive for about the first month. In fact the sales man brought it to my house, I guess because he realized that I did not want it. I convinced myself that because it would be 1 year same as cash, which I heard so many time from Conn's, I truly believed that this was the case!!!! I was not told what cancels this feature, and I was made to believe that the down payment was the same as the first payment on the merchandise. I found out that all of this was not true: The due date I requested is not in effect; this has caused a late payment which is the feature that cancels the 1 year pay as cash. I would HAVE NOT IN MY RIGHT MIND PURCHASED THIS MERCHANDISE WITH 21+% credit. Absolutely no way! Plus the $3,000 loan amount is staying on my credit despite the current payoff being $1900. which includes interest. The "loan amount" is at $3,000 and is as if I am not paying on the merchandise and hurting my credit. The only Conn's lives up to is their name. They really are a true "Conn" game as is their sales people. I believe the sales man makes a greater commission on the loan amount and not on the cash value payoff in one year. On top of every thing customer service tells me different things.. I was told I was reinstated to a cash value 1 year payout, but each time I call back, I find out that it is not so. Also, I have stated many time about my due date not being when I wanted it and after 10 call to Conn's, I just am finding out that I could request a change to this. Customer service acts like they are helping you but it is being in a spin cycle. The same garbage in then same garbage out, just with a pleasant voice on the other side saying set statements and "I am sorry you feel this way, Mam. They send thing to s review" committee' but it is predictably denied. Of course, why would they give up 21% interest on their items. I feel like I am paying double for these two items. I feel conned and taken advantage of. I am not a technology geek or must have the latest gear type of person. In fact I did not have a TV for about 4 years before the purchase. Plus I have a laptop computer that I was managing everything with and did not need a desk computer. I though I was getting a good a fair deal the way the sales man told me, and what he told me and did not indicate any problems. I think he liked that I could get a pretty good level of credit, with Conn's....but really is a high interest loan at an undisclosed %tage, and did not ask becuase I was paying a year without interst!!!!! Do I have any rights hear? At this point I would like my status changed to what I was told and sold, I want my due date I was told. or I would like to take bake the merchandise and get back all my money.Desired Settlement: I want back any interest charged and want what I was told, not interest for 1 year. I want my due date when originally requested. I I cannot have what I was told and sold then Conn's can take back the merchandise and I can go back to being whole again with no TV, and not desk computer. Just a lap top and my books.

Business

Response:

Review: To Whom It May Concern,I am writing this email to voice my extreme frustration and disappointment in Conn's customer service and follow through to resolution. I opened my account with Conn's in August of 2013, I have paid my monthly bills on time even paying more than required.. Within just a couple months my entire furniture set has to be replaced due to a manufacturer defects. The furniture could not be replaced with the same model since it had been discontinued. It makes me wonder if Conns was aware of the issues with the specific living room set but choose to ignore the defects and sell the set any way. In no way was I compensated for the defective furniture, time spent trying to resolve the issue, multiple trips to a store to pick out new furniture, the cost difference between the replacement set and the one initially purchased and multiple instances that I had to take off from work to wait for delivery and maintenance personnel. I was the customer caught in the middle, I was caught between your store and your customer service line, it was left up to me to figure out how an exchange could be done swapping from the defective set to a new set due to the number of pieces and being told that it was systematically impossible even though the new set cost less than the defective set. I was very specific with your personnel after visiting the store multiple times that I did not want to have my furniture delivered in multiple trips. I wanted it all scheduled on 1 day so that I only has to take one day off from work. At this point I had already missed multiple hours at work in an effort to resolve the issues I was having with the living room furniture. To my great disappointment your delivery personnel showed up at my house and did not have all four pieces explaining to me that some pieces were out of stock on backorder and that I would have to wait and once available delivery would be scheduled causing me to miss more time at work!This brings us to today. I have been very disappointed with the quality of furniture that I have received from Conns even more disappointed in the customer service that I have received. I called at the beginning of July and informed Conns that my second living room set showed signs of defect, an appointment was scheduled for a service technician to come out today 3 weeks later between the hours of 1-3. So here I am waiting for your technician taking time off from work once again waiting on Conns. I missed a call from your service department at 12:56pm I returned that call at 1:05pm I was informed that the technician was unable to find my house and would need to reschedule. I am dumbfounded as to how my home could not be found when Conns delivery and service department had been to my home at least 5 times in the past. The service department informed me that the technician could no longer come to home today and would need to reschedule only after 9 minutes! I called back in 9 minutes. So here I am another day with defective furniture, another day waiting for Conns, another day of missing time and pay from my Job the job that I need to pay Conns on a monthly basis. Let me interject this point. Dont let me be late by one day not one day Conns will call me 5-10 times per day looking for a payment being border line harassing with your collection practices. I AM OVERPAYING FOR A PRODUCT THAT I HAVE NOT RECEIVED!! I need my billing, service and product issues addressed ASAP. 1.Defective furniture 2.Multiple delivery dates set up after being told not to3.Multiple trips to the store to resolve issues with defective furniture4.Overpaying for a product that I have still not received5.Harassing phone calls6.Missed service appointments7.Loss of use of my furniture8.Missed time away from work.Very frustrated and disappointed Conns customer.Desired Settlement: I would like to be compensated for the time spent trying to resolve this issue. I would like to be given a credit for the price difference in the furniture I paid for in August 2013 and the furniture received as a warranty exchange for the defective furniture. I would like to be compensated for the multiple missed and required delivery/service appointment that resulted in me missing time away from work through no fault of my own but due to the sub-par service provided by Conn's.

Business

Response:

Thank you for the opportunity to respond to Mrs.

Armstong’s complaint. Our records show on

8/5/13, Mrs. [redacted] purchased a Franklin Parsons furniture set which consist

of three pieces (sofa, loverseat, and recliner) with a 1-year limited

manufacturer’s warranty. On 12/6/13, Mrs. [redacted] contacted us stating the

recliner seat cushions had lumps and material is bunching together. A service

call was scheduled for 12/17/13; upon inspection the technician found the seat

cushions were bunched up and looked mis-shaped on all three furniture pieces

therefore, Mrs. [redacted] was approved for an in-store credit amount of

$2499.97 to reselect all three pieces of furniture. Mrs. [redacted] reselected

the Jackson Brantley furniture set for $2404.97 which consisted of three piece

(sofa, loveseat, and chair) and received delivery in good order for the sofa

and loveseat on 12/28/13 however; due to the chair not being available for

immediate delivery, Mrs. [redacted] received the chair in good order on 1/9/14. Our

records show on 1/10/14, a credit of $102.83 was applied to Mrs. [redacted]’s

account for the price difference of the furniture she re-selected and on

2/10/14; a credit of $50 was applied to her account due to delivery delay.

On 6/16/14, Mrs. [redacted] contacted us stating

something was sticking out of the back of the sofa. Our records show we

attempted to contact Mrs. [redacted] on several occasion to schedule an

appointment however, we were unsuccessful in our attempts which caused Mrs.

[redacted]’s appointment to be delayed until 7/16/14. On 7/16/14, Mrs. [redacted]

was contacted by the service technician to verify address because he was unable

to locate her home however; he was unsuccessful contacting Mrs. [redacted] at

the number provided therefore she was notified the service appointment would be

rescheduled for 7/30/14. At this time we are unable to honor Mrs. [redacted]’s

request for additional compensation; no additional credit is due.

If we may

be of further assistance, Mrs. [redacted] may contact Customer

Service at [redacted]

Kind regards,

Customer Relations

Review: I completed a voluntary return to the conns location at [redacted] on 12/*/2013 due to a service issue. I contacted the conns customer service line ad was told by one of the reps. that I need take product back and have inspected by the Store manager and ask for a voluntary return form. They also told me to ensure that I have the store manager fax paperwork over to the corporate office and they would reconcile y account. The store manager told be that I would have a small remaining balance of 100.00 are less and I told him ok. I took pictures of the product to verify the state of the return conditions to ensure that conns did not get over on me. Needless to say 48 days later I am still receiving harassing calls from conns daily stating that I owe them 704 dollars for product that I have not had. They also asked me to go back into the store and get a copy of the ROM because they cannot get it from the store manager. This is not my job and Conns should be held accountable for there poor customer service and actions. I am furious and would like to file a complaint against conns. They have also reported late payments statuses to the credit reporting agency.Desired Settlement: I would like Conns to settle out my account within the next 5days and also pay me for the harassing phone calls and for my time of having to run around to get paperwork due to them saying that they cannot get report from one of there stores.

Business

Response:

Review: [redacted] Conns Credit Corp

P.O. BOX 2358

Beaumont, TX 77704

02/02/2015

To Whom This May Concern,

There Is An Unauthorized Credit Inquiry by Your Company on my Credit Reports

While checking my personal credit report, which I acquired from Equifax, I noticed an inquiry made by your company.

I did not authorize anyone employed by your company to make an inquiry and view my credit report. You have violated the Fair Credit Reporting Act Section 1681b(c). You are not legally entitled to make the inquiry. This is a serious breach of my privacy rights.

I request that you either mail me a copy of my signed authorization form that gave you the right to view my credit within five (5) business days so that I can verify its validity. Mail it to the address listed above.

If you can not provide me with proof that I authorized you to view my credit report then I am demanding that you contact the credit bureaus immediately and have them remove the unauthorized hard inquiry immediately.

Please send me a written confirmation that you have complied with my requests.

Your failure to comply with my requests within five (5) business days will be my evidence used in Federal Court of your willful noncompliance [ 15 U.S.C. § 1681n ] and I will be seeking statutory damages, punitive damages and the cost of the action and reasonable attorney fees.

Sincerely,

[redacted]Desired Settlement: Remove unauthorized inquiry

Business

Response:

Thank you for

the opportunity to respond to [redacted]’ concerns regarding a credit inquiry.

We ask that

[redacted] fax a copy of her full credit report so we may research her concerns

further.

She may fax

the credit report to [redacted] for further review. [redacted] will receive a response to our

research by mail within 30 business days of receiving her credit report.

We appreciate

[redacted] bringing her concerns to our attention. If she has any additional questions or

concerns she may call our customer service department at [redacted].Thank you,[redacted]