Conns Appliance, Inc.

Review: In [redacted] we bought a refrigerator and had it delivered. When the delivery people got there they did some damage to our front door and we also notice that the door on the refrigerator had some dents. The head delivery guy call the warehouse and told him of the problems and then my husband talked to them to see what they were going to do to fix it. I believe the guys name was [redacted], he said that he would reimburse the delivery charge, give us a partial credit on the refrigerator if we would keep it and fix our front door. All that has been done at this time is the front door was fixed, that was done in a timely manner. Everything else we have been trying to get and have had no luck. We have gone to the store numbers of time and talked with the manager and was told we should receive a check and still nothing. So the first of [redacted] I started calling the corporate office and same thing, check has been approved and we should get something in 10 days. As of [redacted] we still have not received anything. I have called the corporate 3 times and each time it's the same thing. I told them the last time I talked to them if we did not receive the check by the 1st week of [redacted] I would file this complaint. We and our family will never do business with Conn's again. This was a cash purchase so I'm sure this is why they have not done anything about it. Conn's customer service is the worst I have ever dealt with.Desired Settlement: I would like what they promised us, and for them to be true to their word.

Business

Response:

Review: I purchase a [redacted] Smart Television (flatscreen) 65 inch(??) TV along with a Blue Ray DVD from Conn's in [redacted] a few days before [redacted]. The TV was delivered on [redacted]. On or around [redacted], the TV shut down and stopped working. It would not turn on nor show a picture. I contacted Conn's repair who came out on [redacted], Technician); Mr. [redacted] stated that a board burned out and that he needed to order a part stating that the part should arrive within one week. Within that time, I contacted Conn's to learn that the part would not arrive until [redacted]. Later, customer service in Beaumont, Texas stated that the part would not arrive until [redacted]. On or around [redacted], a [redacted] (who stated that he was a [redacted] for Conn's) noticed that the TV still had not been repaired and indicated that he would request that if the TV was not fixed within 30-days that it would be replaced with a new one. Although, I have made numerous calls to Repair service and spoke to customer service (one in particular who just hung up) and service at the Store where the TV was purchase (the last person being [redacted]), the TV still has not been repaired and they have continued to transfer and put me off each time I call with no knowledge regarding the part to learning on [redacted],that the technician [redacted] was out on vacation who has never tried to reach me since the time he made the diagnosis of the problem. I am paid up through [redacted] and have followed through on my contract part, but Conn has completely breached any efforts on their part. I would not like to forward this complaint to you for your assistance.[redacted]Desired Settlement: I would also like to be discounted for my inconvenience, time and mental state that they have taken me through to get the TV repaired. I also had to upgrade my cable equipment because the previous equipment through [redacted] was not comparable with the new TV delivered. This is a TV that they charged me closed to $3500.00 and it is sitting and serving no benefit to me. Actually, I believe that $1,000 should be taken off the price of this product for all the things that I have gone through.

Business

Response:

Review: We purchased a new living room set from the new store in [redacted] on 8/23/14. We went into another furniture store to look at area rugs only to find the exact set for $1,312.98 cheaper. We called Conn's who said they would price match if advertised. The other furniture store was so helpful and gave us their advertisement that was posted in store. They said they would accept this as part of their price match guarantee and we should take this. We took the in store advertisement to Conn's and they would not honor it. They said it had to be advertised in the newspaper. They won't let us return the furniture nor will they honor the price match guarantee. The web site clearly state "simply bring us the advertisement showing the exact model number, price and proof that it is in store and available." No where does it say it has to be a newspaper advertisment. They will not let us return the furniture nor will they honor the price match guarantee.Desired Settlement: We would just like to return the furniture. We didn't even have the furniture for 12 hours before we happened upon the same furniture for less. We just want to return the furniture and not be associated with Conn's and this horrible experience. $1,312.98 may not be a big amount to a large company like Conn's but to the consumer it's a matter of 12 months of payments.

Business

Response:

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

complaint. Our records show on 8/23/14,

Mr. [redacted] purchased a Belmont sofa, loveseat and recliner with us. At the time of purchase Mr. [redacted] was able to

take advantage of the free 32” television and 36 month no interest that was

being offered. We show Mr. [redacted]

contacted us on 8/26/14 via email and shared his experience regarding our price

guarantee. We requested that Mr. [redacted]

email us a copy of the advertisement to review to determine if the purchase

qualified. We have attached a copy of

the information submitted by Mr. [redacted].

After reviewing the Mr. [redacted]’s invoice and the price list he

provide, we found his furniture set was

not advertised and the competitor did not offer a free TV with purchase or 36-

month special financing. Therefore, we

are unable to honor his request. Conn’s Price Guarantee may be found online at http://www.conns.com/price-guarantee/.

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

at ###-###-####.

Review: I paid off my account in full. A year later, they have decided I did not and are charging me interest.

I purchased a new [redacted] in [redacted] with the agreement of 1 year no interest. I made prompt payments ($70 a month via online bill pay from my bank) adhering to the contract. In [redacted], I called, as instructed on every page of the payment booklet, to obtain my pay off balance (roughly $25.) I promptly paid the amount, assuming my account was paid off. A week ago - [redacted]. Conn's began calling me 5 times a day saying that my account was past due. I spoke with several people - [redacted] - all who informed me that when I paid the account I was $3.51 short plus a $3 processing fee. Because of that I was being charged back all of the interest on the account - approx. $284. I offered to pay the $6.51 , but was assured the agent would file a ticket to have the account closed. For a week, I received calls 4 - 5 times a day telling me my account was past due. I answered the phone every time trying to get answers on my pending request (ticket # [redacted]). I was met with confusion, hang ups and several department transfers. I did make the $6.51 payment. Finally on [redacted] I spoke with [redacted] who informed me that even though he could see in the computer system that I did call and obtain a pay off amount, and did promptly pay off the amount, it was my responsibility, to add up all the totals on my contract, add up all my payments - and some how override the system to allow me to pay more than I owed. I asked to speak with someone in the department that made the decision and he told me there are no incoming calls to that department. I asked if I should file a law suit or if there was some one my lawyer could speak with there and he gave me the # to the legal department. [redacted]. I have bought many things from Conn's over the last 12 years, I have always been a good customer and never had a problem. I am absolutely shocked that they think they have no liability in giving me the wrong pay off amount or waiting almost a year to inform me of it.Desired Settlement: I just want my account closed as paid in full and I want any negative reports to my credit removed.

Business

Response:

Review: purchased a dishwasher on aug 30 2014..due to the renovation of our house we did not not install the dishwasher until sept.14,2014.A week later sept 27 and a half later as I was putting the dishes away the door start pulling apart..I called Conns baytown and suggested I call Service dept..Oct 3 service come out and I was told it would takes a week to order the parts..so I waited..almost a month later on Oct 27 2014 service came back and pull the door apart then told me he doesn't have the parts with him.Why did he come to my house?I dont know!I cancelled all appointments that day for the service guy only to find out that he doesn't have the parts..I called monday to find out when are they gonna come back..they said it could take up to a 2 wks or month ..depends if GE have the parts..I have 4 boys I spend all my time on the sink washing dishes..thank you so much hope this will help speed up the process..I just want my dishwasher.Desired Settlement: replace it if they cannot fix it..

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 8/30/14, Mr. [redacted] purchased a GE dishwasher with

a 1-year limited manufacturer’s warranty. Mr. [redacted] dishwasher was scheduled

for delivery on 8/31/14 and received in good order; he did not elect to receive

Conn’s installation on his unit.

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

service department on 9/27/14 stating the door is falling off on the

dishwasher. A service appointment was scheduled for 10/3/14; upon inspection

the technician found parts were needed to replace the door. Our records show

there was a delay receiving all the parts for repair therefore Conn’s submitted

a request to the manufacture for a possible exchange however; the manufacture

denied the exchange due to the reported issue was not a functional failure.

Once we received all the parts Mrs. [redacted] service appointment was scheduled for

11/11/14 however; Mrs. [redacted] informed the service representative that they no

longer needed service at this time due to the dishwasher was being replaced

through their homeowners insurance therefore, the service order was cancelled.

At this time we are unable to honor Mrs. [redacted]’s request for an

exchange; we will need to continue with repairs if service is still needed. We

sincerely apologize for any inconvenience Mr. And Mrs. [redacted] experienced as a

result of the service delay and we will mail out a $50 gift card as a gesture

of goodwill.

If we may be of further

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

Review: I bought a computer from [redacted] 4 months ago. The screen would not repsond and then it scrolls back to the beginning. I have had this computer back for service 4 times in 2 months. They cannot fix the problem and are not honoring giving another one. They have been rude, unhelpful to the point of hanging up on me, and just uncaring after the sale.Desired Settlement: I would like for them to give me a replacement computer. they have no problem taking my money every month. If this is unacceptable, I just want a refund so that I can buy from someone who appreciates my business.

Business

Response:

Review: I went into the store location 140 and my salesperson, [redacted], informed me that the tv I was purchasing was a smart tv that came with a magic remote. I was excited about the sale and when the tv was delivered, I had received a regular tv with a regular remote, not as I was informed. I called the store location and spoke w/ mngr [redacted] whom informed me that the actual tv was not a smart tv, but the demo showed that it was a smart tv. I was upset and felt that the tv had been false advertised. I wanted to return the tv but was later informed by the manager, [redacted], that without the box I could not return nor exchange the tv. I informed the mngr that the delivery team took the box and I also contacted the delivery manager who also informed me that the delivery team always takes the box with them. I'm very upset and wants to know what he can do as far as exchanging the tv without the box since the delivery dept took it. I do not feel that I should have to pay the $129 exchange fee since I have been in the run arounds with the store. I filled out a complaint with Customer Service but they have told me that it was my fault and that if I want to return it I would have to pay the fee. Their emails also state that an LG rep was there in store and I switched the sales info on the tv. They have yet to mention if they spoke with my sales rep.Desired Settlement: At this point I will keep the tv but I request to have the 80 dollar delivery fee credited to my account since I would have taken the 55" smart tv that was in stock if I knew that the 60" I purchased was not a smart tv. I would also like a credit of 50 dollars for the roku I purchased to turn my tv into a smart tv.

Business

Response:

Thank you for the opportunity to respond to Ms. Ortiz’s

complaint. Our records show on 6/28/14,

Mr. [redacted] purchased 60” LG LED television with a 1-year limited manufacturer’s warranty.

After receiving delivery on 6/29/14, Mr. [redacted] contacted us stating he was

informed by the sales representative that the television he purchased was a

smart TV however; he received a regular 60” LED television. After further

review and research, we confirmed the television Mr. [redacted] selected had an

incorrect demo installed displaying the television as a smart TV however, it

was not. We have contacted Mr. [redacted] to discuss his concern; Conn’s has agreed

to honor Mr. Ortiz’s request to refund the delivery charge of $79.99 and issue

a credit of $50 to his account for the Roku device he purchased. We sincerely

apologize for any inconvenience Mr. [redacted] experienced during this process.

If we may

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

Kind regards,

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.

Review: I [redacted] Purchased several items from conns on or around the [redacted]. as of [redacted] I still have not received my Head board. I have called, and visit the conns store, and have not received my merchandise. As of [redacted] I went to conns and have received any information of when the head board will be arrivingDesired Settlement: I would like for conns to deliver the head board, are allow me to receive another bed room furniture for same price.

Business

Response:

Review: We bought a dish washer from Conn's on February 11, 2014. We used it twice, by the second time we used it we noticed the dishwasher was leaking and my wood floors were wet. I contacted Conn's and they said the earliest they could get someone out to look at the dishwasher will be on February 25, 2014. I explained my concern about the wood floor in the kitchens getting damaged and needed them to fix it as soon as possible before it damaged my wood floors in the living room as well.On February 25, 2014, Mr. [redacted] came over to look at the dishwasher and he stated that the water line on the dishwasher was not tight during installation. He also stated that Conn's will pay for the damaged floors. He took pictures and videos and said that he will forward them to Conn's and that they will contact me in 24 hours. He also stated that he couldn't turn the hot water valve to the dishwasher because there was a leak, which was damaged during the installation of the dishwasher. He said we needed to fix it before they could do anything. That was fixed the same day, since we were promised contact within 24 hours. However, the dishwasher continued to leak. Waited until March 3rdand we had still not heard from anyone. Called Conn's to find out what was going on. All they could tell me was that my ticket was closed on February 26th, without even contacting me, because they said it wasn't a service issue and it was a delivery issue. Expressed my concern again about my kitchen and living floors getting damaged. The employee stated that all she could do was open another ticket and they will contact me within 72 hours. On March 6th, contact Conn's again and was told by the representative to have patience. I explained that I was told 72 on March 3rdand I really needed the dishwasher fixed, because my floors kept getting damaged. The representative asked me again to have patience and they will try to expedite the issue and to allow 24-72 hours again.Once again gave them enough time and contacted them on Friday, March 14th. At this time they tell me they can't do anything because it wasn't a delivery issue and it wasn't a service issue. I explained how I was being bounced around and nothing was getting done and all was asking is for them to fix my dishwasher and now fix my floors. The representative asked me to allow 72 hours and that all they could do was open another ticket. By this point I was very frustrated, I asked to speak to a manager and I was told that they couldn't let me speak to a manager because it was a service issue. Then she said she'll transfer me to a supervisor in Austin, TX and they should be able to help me. I spoke to Mr. [redacted] stated since it was the end of the week he didn't have anyone available, but will make sure to send someone by the beginning of the following week. He also stated that he will send me an email over the weekend to let me know if someone will be over to look at the dishwasher. I expressed my concern about the floors to him as well and asked him to please expedite the issue. He provided me with a direct number.On Wednesday March 19thcontacted Mr. [redacted] since I had not heard from him by email or by phone. I explained to him that I didn't know what to do anymore. We have gone through so many towels trying to keep the floors from getting more damaged. His reply was that he will have someone come over the very next day, Thursday March 20th. On Friday March 21stcontacted Mr. [redacted] once again and explained how frustrated I was with the whole situation and couldn't believe that my floors were so damaged already and they were still not taking any actions. Mr. [redacted] then pretty much started screaming at me and pretty much saying that we were using the dishwasher on purpose. I stated we only used it twice and I've been actively calling and every single time I have mentioned my concerns about the floors, but they had not made an attempt to fix or even come take a look at the dishwasher. Mr. [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

What I will like Conn's to do is:-Take the dishwasher back-Return the full purchase price including the warranty and-Fix my wood floors in the kitchen and the living roomPlease help us file this complaint and resolve the issues.

Business

Response:

Our records show on 2/11/14, Mrs. [redacted] purchased a Samsung dishwasher with a 48-month Repair Service Agreement from us. Our records show Mrs. [redacted] was scheduled for delivery and received her dishwasher on 2/12/14. Our records show on 2/21/14, Mrs. [redacted] contacted us regarding her dishwasher; stating the unit was leaking water from underneath. A service call was set-up for 2/25/14; during the assessment the technician found the dishwasher line was not connected properly and the unit could not be cut off completely due to the valve under the sink could not be turned off completely. After reviewing Mrs. [redacted]’s complaint we are unable to determine if the valve was damaged during the initial delivery or the days prior to Mrs. [redacted] contacting us for service therefore, her claim was denied.

Review: all my furniture was damaged during delivery. I have tried a number of times to resolve this issue. they keep avoiding the problemDesired Settlement: Replace, or refund and remove all items purchased, or remove a large % off of my account

Business

Response:

Thank you for the

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

on 6/22/14, Mr. [redacted] purchased a Harrison king bedroom

set which consisted of eight pieces; headboard, footboard, rails, dresser,

mirror, (two) nightstands, and chest. Mr. [redacted] purchased a Saddle

reclining furniture set which consisted of three pieces; reclining sofa,

loveseat, and recliner. Mr. [redacted] purchased a Serta Aim plush king mattress,

(two) king/twin XL box springs, (three) Kingston center chairs, Tucson TV

console, a 50” Samsung Smart LED TV; with Mr. [redacted] purchase he received

(three) free 32” Haier LED TVs and elected to have his items delivered.

Mr. [redacted] was

scheduled for delivery and received his bedroom furniture, mattress and box

springs, Kingston chairs, TV console, all (four) televisions, Saddle reclining

sofa and loveseat on6/26/14 in good order; however during delivery Mr. [redacted] refused the

recliner because he found the Saddle recliner was damage. Mr. [redacted]’s

delivery was completed on 6/30/14; Mr. [redacted] received his

Saddle recliner in good order. Mrs. [redacted] signed the delivery ticket

acknowledging all items were received in good order.

After researching

Mr. [redacted]’s complaint we found he contacted us on 7/10/14 which was 14-days after his initial delivery; stating one of

his box springs bottom dust cover was torn, his bedroom furniture, his sofa and

loveseat was scratched, and the rails were delivered without screws and falling

off frame. A service call was set-up on 7/30/14; upon the inspection the

serviceman did find multiple items had been damaged. We attempted to

contact Mr. [redacted] on 8/04/14, to advise him the

damages were reported two weeks after delivery and although they were

noticeable we are unable to determine when the damage occurred since they were

received in good order. At the time of purchase Mr. [redacted] received a

copy of Conn’s Return and Exchange Policy which states: A $129.00 exchange fee will

be charged on all exchanged merchandise unless original merchandise has been

inspected by a Conn’s service technician and is found to be defective or the

original merchandise fails within 24 hours of delivery or 72 hours if purchased

with a Retail Service Agreement (RSA). Mr.

[redacted] did not contact us in a timely manner regarding the damages reported

therefore we are unable to honor his request to return or exchange the items

purchased.

If we may be of

further assistance, Mr. [redacted] may contact Customer Service at 1-877-358-1252.

Kind regards,

Consumer

Response:

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

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

Regards, As Conns service center is aware, I had my son open the house to allow the delivery of the Items. My Mother was admitted to the hospital and was in ICU. I had to leave immediately to go see her. This was in South Carolina. Upon my return is when I found the damage to the items and called them to exchange these items. They was the one to set up inspection date not me. the have delayed the exchange and repair. They offered me 200 discount . I informed them I did not buy scratch and dent items and I refuse to pay for these items. They will exchange or come get these items. I have continued to pay to protect my credit ,however if this issue is not resolved buy October I will stop future payments and contact an attorney. Best regards, [redacted]

Review: I bought a toshiba laptop with Conns back in February after a month or less then a month of use the mouse pad on the laptop stopped working and I had to take it back to the store for repair, The store said it would take 2-3 weeks for the laptop to be repaired after the time frame they gave me I went back to the store to ask what was going on with my laptop.For which the store replied by telling me I had to call the Customer Helpdesk, I then called the Helpdesk and they told me they hadn't done anything so they had me call the Technical Helpdesk, I then called them and they said they couldn't do anything because it was under manufacture warranty and that they had order the parts from manufacture and that the manufacture had canceled the request and that they would request it again. This was back mid March at this time if I call them they keep saying they requested the part from Toshiba. (It is now JUNE)I have been to the store and called all the phone numbers Conns has and they keep telling me that they cant help me manager just ignores me and is no help at all, I have been told I would get a 50 dollar gift card for the time this has taken to be resolved, They also requested my email address because they were going to replace my item and all kind of stories, but when I call them again and ask them what is going on they just tell me they do not have any notes on the ticket for the mentioned lies about 50dls credit/replacement. Ever since I have been calling Conns to request a replacement for the laptop since its been almost 3 months and I still do not have my item or store credit or my money back but they are quick in calling me to request last months payment.So I am just being lied to and no one resolves my issue or takes ownership and by now I just feel like they are just making fun of me.Desired Settlement: I just need a replacement or my money back, but I need someone to help me

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 6/8/2014 1:22:51 PM and assigned ID [redacted]

I thank you for all your help

Review: 5/31/2014Conns department storesCustomer ServiceOffline Dept.This is the second time I have sent a copy of the invoice showing zero balance on my account and a recite showing the restocking del. fee paid. (Reference FedEx office Fax 5/13/14 sent to your office.)Please remove any thing showing I owe you money, and remove the information you have sent to my credit bureau show I was delinquent. This should have been handled by your department in March of this year. The next phone call I get should be telling me it has been taken care of. The follow is a recap of my doing business with your company.On February 27th I purchased a Samsung washer and dryer set from Conns Department Store in the Cottonwood Mall in Albuquerque. Sale was a promotion for 6 month same as cash delivery with set up included. The units were delivered to my home and set up on February 28th and my wife followed up by using he machine to wash some cloths. After trying to use the machine we found it would not wash the clothes clean and did not fill with water enough to cover the cloths. After numerous attempts on the 27th and 28th we called customer service and explained the problem. They told us we were using the wrong soap. I explained we were using the soap stated in the service manual from Samsung and the problem was not filling with water. We again tried everything they suggested short of filling a bucket full of water and dumping it in the machine. Then I called the store and told them I would like to exchange the units for their top of the line units that would work at my expenses of over $1000.00. They told me to call customer service they could help me. I then called customer service on 28th of February and explained I was not satisfied with the units I had bought and would like to return them and purchase units which worked and was willing to pay for the higher priced units. I was told I would need to pay a $170.00 restocking and delivery them the store at my expenses. I return the productDesired Settlement: I returned the product and got a invoice showing zero balance and paid the $170.00 to cover the restocking and del. charge which I should not have been charged. Now they have been calling for two months first to pay for the product I do not have and second pay for a delivery fee which the store said the 170.00 would zero all balance. This is the worse company I have every dealt with, customer service is zero and it seem their are no one with the company who can make a decision.

Business

Response:

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

concerns regarding account #[redacted]. Mr. [redacted]

stated he purchased a washing machine that he was not happy with and paid a

restocking fee of $170.00 but account is still opened.

According to our records Mr. [redacted] signed a 30-month

retail installment contract on February 27, 2014. Mr. [redacted]

returned the merchandise on March 6, 201; however there is an outstanding invoice

balance of $85.59 for a delivery fee.

We will concession the delivery fee of $85.59, reverse

the two late fees assessed on the account, reverse any negative credit marks Mr.

[redacted] received and close the account. We have also

placed a cease and desist on the phone numbers associated with Mr. [redacted]’

account.

Mr. [redacted] will receive a close our letter within 30

days of the account closing. Please note, it can take 30-60 days for the

credit bureaus to update the information.

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

any inconvenience he has experienced due to this matter.

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. It was amazing to me it took this long for Conn's to make the right decision. I can't express how satisfied I am with the professional way the action was taken by the Revdex.com except to say, thank you so very much. :-)

Review: the sales person as well as the manager failed to provide me any information about their 24 hr policy or of their 15% restocking fee

I had the tv for 2days witch was picked up on Saturday night after 7;00pm on [redacted] Sunday [redacted] I worked from 10am to 6pm set it up that same night

went to bed on Monday the 09/29/2014 when I got off work at 6pm I finally got to sit down and watch the tv and I notice a blur that would come and go on the

faces of the people on the tv I spoke with Andrew fist thing in the morning and he said that I had to bring tv in on 09/30/2014 so he could exchange it when I got to the store

with the tv I when to watch the same tv they had up as display while they where connecting my tv the display tv was doing the same with the blur in the faces they offered me to exchange and I had said that I didn't want an exchange but since the other tv was doing the same thing I would rather reselect. that was the first time I was told about the 15% restocking fee and there 24hr return policy I was so upset that they wouldn't work with me I left the tv and paid the 300.00 dollars restock fee I really feel like I was taken advantaged of.

I feel that I shouldn't of had to pay the 300.00 dollars re stock fee when I was never properly informed of all their policies .Desired Settlement: I would like to have my 300.00 dollars returned. thank you

Business

Response:

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

complaint. Our records show on [redacted], Mr. [redacted] purchased a 70” [redacted] 3D TV with a 48-month Repair Service Agreement Plan. Mr. [redacted] elected to

pickup his television from our E. Broadway location in [redacted] on [redacted].

Mr. [redacted] signed his pickup slip/invoice acknowledging he received his item

in good order and that the Return/Exchange Policy was discussed prior to

pickup. Our customers are given the opportunity to

inspect their product prior to leaving the store. As listed on the pickup slip/invoice provided to

Mr. [redacted] “Please thoroughly inspect your merchandise for damage prior to

loading. An exchange or price concession will not be authorized for damaged

discovered after the product leaves the warehouse or store. A restocking fee

may apply to Return and/or Exchanges”.

We received Mr. [redacted]’s complaint and found on [redacted], Mr.

[redacted] brought his television back to Conn’s where he made his purchase

stating there was a blur on the screen when the television is turned on. We contacted

the sales associate and store manager who assisted Mr. [redacted] upon return and

was informed that the television was tested inside the store and was unable to

detect a blur on the screen. Mr. [redacted] was informed he would be required to

pay a 15% restocking fee if he no longer wanted the television due to no

problem was found with the unit. At this time we are unable to honor Mr.

[redacted]’s request to refund the restocking fee charge due to no problem was

found with the television when returned to the store.

We have included supporting documents in our response.

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

###-###-####.

Consumer

Response:

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

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

Regards,

Consumer

Response:

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

From: [redacted] [mailto:[redacted]]

Sent: Wednesday, [redacted]

To: drteam

Subject: Re: Conns [redacted]

totally not true I was never informed of the any 15% restocking fee and the 24 hr returned policy I even asked for a reselection nothing is resolved I will like a refund of my 300.00 thank you

Regards,

Review: I went to the Conn's location on April 1, 2014. While there, I purchased a dining room table set and entertainment center. The sales person looked up the inventory and confirmed that everything was in stock and could be delivered the next day. On April 2nd I received a phone call to let me know that everything would be delivered except the top half of the media center and that if would take about a week to get in. The following week I called Conn's and they told me they would receive it from their Dallas warehouse and deliver it later that week I received a phone call I Thursday evening to schedule the delivery for the next day, Friday morning. When no one called me Friday morning to confirm a delivery time, I called Conn's myself. They said that they didn't have it in stock and would not be delivering. I told them that the previous evening someone had called me and told me that it was in stock now and scheduled a delivery. They just said that they didn't know why I was told that and to call my sales person. It has now been over 3 weeks. No one from the warehouse or delivery has called me. I have no idea if I will ever get the top to the unit. I called last week and told the sales person to at least coordinate to pick up the half that I have of the unit, and no one has even called to schedule that either. I have contacted them multiple times to get this resolved over the past 3 weeks. Today the store manager offered to sell me the floor model, but only at the same full price I paid for a new one in the box.Desired Settlement: I would like the top portion of the entertainment center be delivered as promised.

Business

Response:

Thank you for the opportunity to respond

to Ms. [redacted] complaint. Our records show on 4/2/14, Ms. Esparaza purchased

a Dining Room Table Set and Entertainment System from our Shenandoah location.

We were unable to deliver the complete entertainment system to Ms. [redacted] due

to the hutch not being in stock. Ms. [redacted] was contacted by the store manager

and offered the floor model hutch to complete the delivery. Ms. [redacted] agreed to the floor model hutch

with 30% off plus free delivery refund. A credit of $303.09 is processing to Ms. [redacted] Conn’s account.

We sincerely apologize to Ms. [redacted] for the experience she had and for the inconvenience caused by the delay. If we may be of

further assistance, Ms. [redacted] may contact Customer Service at [redacted]

Kind Regards,

Review: I have a laundry machine that broke over a month ago. Their customer service promised call backs that did not happen, replacements that still have yet to happen. Their customer service is AWFUL. This company has delayed with excuse after excuse... (started with the part is a specialty part and has finally gotten to the point of...... "well it has been a month, we will have the service manager call you Thursday to set up a replacement machine" (that call still has not happened). Prior to this their service people that have come to look at and/or try to repair the machine do so "unannounced" that is, they call me essentially while standing at my front door to check on the issue RATHER than calling the day before to let me know they are coming and schedule a time.

We once got a message out of the blue telling us the repair man was "injured" and he wasn't coming, when we didn't even know he was coming in the first place. When he did finally come (about 27 days after the machine broke) he found he was sent the "wrong part". Customer service repeatedly told me about how every time a call comes in they are supposed to put notes in the case - but when the next agent gets my call there are no notes. I honestly feel they have Conned me.

Pretty much 99% of all contact with Conn's service has been instigated by us simply attempting to get this month old issue resolved. it NEVER should take a month to repair a laundry machine,

Again, theoretically, I am "supposed" to be getting a replacement machine but at this point I am confident it will be weeks before that ever happens. this is based on how poor their service has been up to date.

Because of their ABYSMAL delay, we have spent our own money now to do laundry (about 27 dollars) and may need to do so again if this matter is not resolved immediately.Desired Settlement: Immediate (as in on MONDAY) the machine is either replaced or repaired...NO excuses!

Compensation for the laundry bills on laundry I will have to pay for simply because they are slow (at this point 27.00 but if this is not resolved by tuesday I will have to run another Huge pile of laundry to the laundromat)

An apology letter from the company for their Abysmally Awful service.

Business

Response:

Thank you

for the opportunity to respond to Mr. [redacted] complaint regarding a purchase

made under the name [redacted]. Our records show on 2/13/13, Mrs. [redacted] purchased a

Samsung high efficiency washer with a 48-month Repair Service Agreement and a

high efficiency dryer with a limited 1-year manufacturer warranty. Mrs.

[redacted] elected to have her appliances delivered; we show on 2/18/13 Mrs. [redacted] signed acknowledging her

washer and dryer was received in good order.

We received

Mr. [redacted]’s complaint and found Mrs. [redacted] contacted our service department on 8/25/14; stating the washer was

leaking water. After reviewing Mrs. [redacted]’s service history we found there

was a delay in getting the part needed for repair. Therefore, Conn’s

agreed to exchange her washer; Mrs. [redacted] was given a credit of $799.99 which is

the original amount paid to re-select a new washer. As of 9/29/14, Mrs. [redacted] has elected

model WT1201CV and was scheduled for delivery on 9/30/14. We have confirmed

Mrs. [redacted] received her washer in good order. We sincerely apologize to

Mrs. [redacted] for the experience and any inconvenience that has been caused as a

result of delay.

If we

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

Kind

regards,

Business

Response:

Thank

you for the opportunity to respond to Mr. [redacted] additional comments. We would like to apologize to Mr. [redacted] for the lack of communication and service delay he experienced.

We received Mr. [redacted] Revdex.com complaint on 9/29/14; however his exchange had already been processed on 9/26/14 due to the 30-day service repair

delay. We appreciate Mr. [redacted] for bringing his concerns to our attention

this matter was discussed with the people involved to ensure it is not repeated.

If

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

Department at [redacted]

Kind

regards,

Consumer

Response:

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

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

Regards,

Unfortunately [redacted] Your response comes across very canned. Please understand that after questioning some others who have dealt with Conns (lack of) service department and also speaking with a few front end delivery people that work at Conns, it is my observation that my experience is the rule, NOT the exception. I should NEVER ever had to file this complaint with the Revdex.com, I should NEVER have had to send a formal complaint into your "special complaint department"

If I was to behave in the manner of your (lack of) service department I would simply let this Revdex.com isue close instead of rejecting it. But see Ms [redacted] I am doing what your company pretty much failed on all accounts to do. tell me what the heck was going on!

So as annoying as this is. my issue is NEVER going to be resolved -- I will let this Revdex.com eventually close however, you and your department (unfortunately mainly you because you have chosen to be the spokesperson for your department) really need to actually determine what the words "customer" and "service" actually mean.

1 - A customer is someone who buys a product from your store and in doing so, expects in good faith that you will provide them with help should something go awry. they are NOT simply a person to take money from

2 - Service is a much broader thing.... however, in a nutshell it involves the following....

A - Setting realistic expectations if something needs to be fixed how long it might take (to his credit when the repairman knew the part was going to take a while, he told me... )

B - Contacting the Customer at the very least the day before to let them know a service person was coming out (this NEVER happened... the 2 times your repair man came out it was un announced and I had to give him a code to get into my house)

C - If a part comes in, or something is going to be delayed, Call the customer and give them a STATUS UPDATE.

D - keep accurate record if/when a customer calls in so they do not have to start from the beginning each time AND your agents can refer back to the timeline of what is happening (there were at least 3 calls where agents did NOT take notes, I know, because I asked)

sorry for the lecture [redacted] but, I do not think that Conns really gives a rats patootie about my awful experience nor do I think Conns as a whole really cares about their service side of things.

I will give you ONE small ounce of credit, at least (it would seem) that you have a US based service crew as opposed to sending those jobs to an offshore company.

The company you work for has a sucky service department. If you are the head of it, and TRULY care. Step up your game.

Review: In December of 2014 I bought an over the range [redacted] and shortly after started having problems with it. I had techs come out to try to fix it and they were unable to. I was approved for a new unit but conns refused to come out to exchange it without being paid again. I was told that if anything happened they would exchange with no problem.

Product_Or_Service: [redacted]Desired Settlement: DesiredSettlementID: Replacement

I would like the new unit installed without having to pay again

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show on 12/22/14, [redacted] purchased a [redacted] with a 24-month Repair Service Agreement Plan. We

show [redacted] elected to pickup his [redacted] from our Conn’s warehouse

located in [redacted]; no installation service was purchased.

We received [redacted] complaint and found on

4/7/15, Conn’s approved an exchange on his microwave. Our records show we no longer had the

original [redacted] purchased therefore; we issued an in-store credit

for $379.97 (the original amount paid) to re-select a different [redacted] that

meet his expectations. [redacted] will need to return the old [redacted] to his

nearest Conn’s location to initiate the exchange.

At this time we are unable to honor [redacted]

request; the previous [redacted] was picked up and installed by someone other

than Conn’s therefore, we will not be able to deliver and install [redacted]

new unit at no additional cost.

We have included [redacted] signed pickup slip

at the time of his original purchase.

If

we may be of further assistance, [redacted] may contact customer service at

Kind

regards,

Review: In [redacted] I went active duty in the military. During this time I had sent in my [redacted] orders to conns so that I can be protected under the [redacted] LAW for active duty personnel. Since then I have been trying to resolve my correct account balance so that I can pay the appropriate amount under the [redacted]. In [redacted] I had contacted them again and have just been giving the run around since then about their OFFLINE DEPARTMENT being the only department being able to handle this request. I can not get any return calls to resolve this matter. They reported to the credit bureaus of the payment status when the account is supposed to have been blocked because of my active duty status and the [redacted]. I paid the account off even though it was not the correct payoff because of the adjustments the account still needed. I have resubmitted yet another request for a call back and the documentation of the [redacted] status again . The only thing conns representative say is to fax it in to [redacted] . and they will have the OFFLINE REIVEW IT and for me to call back within 48-72 hours. I have done this numerous of times.Desired Settlement: I am requesting for Conns to reverse any negative credit information. The account is paid in full. And request that there be a refund on the interest adjustment that should have been done since day one from when I went active duty under the [redacted] LAW. I have given them plenty of time to respond so it let for me to file this complaint. I also request a management call and a letter stating their error.

Business

Response:

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

concerns regarding account #[redacted]

stated he went on active [redacted] duty in [redacted] and he

sent in his [redacted] orders so he could be protected under the [redacted]

Law. [redacted] would like any negative credit information reversed and he

would like the overpayment of interest refunded.

We have removed the 30-day credit mark. Please allow

30-60 days for the credit bureaus to update their files. We are in

the process of refunding the last payment of $[redacted] and the account will remain

closed. Please allow 7-14 business days to process the refund. [redacted]

should receive the refund check within 7-10 business days after the refund has

been processed.

[redacted] will also receive a close out letter

within 30 days of the account closing.

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

any inconvenience he has experienced due to this matter.

Review: I went to conns in Round Rock, Tx and I was looking to get a vacuum and [redacted]. I speak with someone and they tell me I got approved for $3000 credit. I would just have to put portion of balance on these items down. So I agree and put money down on the vacuum and [redacted]. The vacuum was about $450 and [redacted] $400. It was Sunday afternoon when this occurred . The sales associate printed me a receipt stating my vacuum would be in Wednesday they were getting it in from another warehouse. So I pay the money down and leave. Wednesday comes around and I call before I go just to make sure my vacuum is there. The man on phone says he doesn't see it in system. I ask to speak to a manager. The manager gets on the phone and I explain to him the situation. I told him I put the money down and the printed me a pick up receipt for this product. He then places me on hold so he can look into this. He gets back on the phone and is very rude, stating there was a mistake on their behalf and then he places me on hold again and hangs up. I was very offended that a manager would react this way to something that was his company's fault. So I go in person to speak with this manager. When I approach him I ask him "why he hung up on me that's bad customer service". I told him "I have a pick up slip and the product isn't here". He then explained they no longer have that product. So I ask him "why would you sale me it and make me put money down on it. Also give me a pick up slip for something that wasn't available"? He then ignored the question and handed the pick up slip to another sales associate. The sales associate looked lost and gave him a look. The manager then told him to handle it. The sales associate stated he was with another client and we would have to wait. I told the manager he needed to handle it he's in management. He ignored me and walked away. My wife was with me she called 3 different numbers and people kept giving her run around, she was trying to make complaint to someone and they never got back to us.Desired Settlement: I expect a full apology from the manager, my money refunded! The managers name was [redacted].

Business

Response:

Review: You are harassing me by calling numerous times. I receive no less than 10 calls daily. I have already advised an agent verbally to quit calling my work phone number in [redacted].Desired Settlement: I simply wish you to cease all communication (mail, phone calls or other) with me or any member of my household. This includes my place of employment.

Business

Response:

Review: in September I purchased a freezer and 3 patio sets. all 3 of the patio sets have issues. I have spoke to my salesperson, have had representatives of conn's to my home to inspect the product and all have told me it will be resolved right away. I have yet to get any resolution to this matter. I have refused to pay for items that are defective, have even spoke with 7 different people at company headquarters regarding all of this and still haven't received any help. I believe I have been overly patient, I mean really, 6 months is being more than fair !!Desired Settlement: apology and replacement of defective items. it would be nice to have some other form of compensation, but I am trying to stay realistic. I have already spoke with my attorney regarding thas , and hoping that I can resolve before taking them to court.

Consumer

Response:

I have not received any resolution regarding this matter. I have not been contacted at all.