Conns Appliance, Inc.

Review: I paid Conn's appliance the total amount I was quoted, faxed over my renters insurance they claim to never have received it, they did not close out my account after last payment was made they haven't contacted me in 9months to let me know it wasn't taken care of, I was under the impression everything was paid for & done. Now being told I owe over a thousand dollars in interest on something that was supposed to be closed & paid off as of July 22, 2014Desired Settlement: I want the account closed like it was supposed to be as of July 2014.

Business

Response:

Thank you for the opportunity to respond to [redacted]

concerns regarding account #[redacted].

[redacted] stated she paid off her account but it is still open and

showing an outstanding balance.

We received a copy of [redacted] renters insurance on

April 6, 2015. We are in the process of

applying an insurance credit to the account.

Once the insurance credit has been applied, we will close the account. Any late fees will be reversed.

We ask that [redacted] please allow 7-10 business days

for the credit to post. Once all the maintenance

has been completed, [redacted] will receive a close out letter in the mail

for her records.

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

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

Review: I purchased a new washing machine from Conn's on 3/5/15 with a warranty plan, but the machine did not work the first time I tried it. It took two weeks to get a technician to come service the machine, and he said he did not know why it didn't work. He called the manufacturer tech support, who didn't know the cause of the problem either, and said it would be better to replace the machine. Unfortunately, he said the store's protocol is to "guess" what part is malfunctioning, order a replacement for that part, and hope the order gets placed. After waiting for almost another two weeks and making several phone calls, the people in the service department said that the part came in and the technician would come this past Friday (3/27). My wife waited at home all day and the technician never came. When I called him he said that the part hadn't come in and was not scheduled to come that day, but hopefully would come out on Monday (3/30). I called the store manager today (3/31)for clarification, but I was told he wasn't available and would call me back within minutes. I never received that call, but called him back several hours later. He just repeated what the service people said, that the part came in and to just wait for the technician to come replace it. When I told him that I knew that wasn't true because I already talked to the technician, he didn't have a reply. I told him that I was not satisfied with my purchase because the machine was defective, not satisfied with the service because it takes too long, and not satisfied with the how the situation was being handled and how I was being treated. I told him that I would like the machine to be replaced, as the technician recommended, or I would return the defective machine, terminate the contract and take my business elsewhere. He said that he could not do anything about it, and that there was nothing I could do either. I asked for the number of a district manager, but he said there wasn't one and I had to call the "headquarters." The number he gave me was not to the head office, but instead to a machine in the service department that said I could not leave a message because the inbox was full. This store's management is very unprofessional, and now they are refusing to replace the defective machine they sold me.Desired Settlement: I think the store manager should acknowledge that the machine I purchased is defective and honor the warranty by replacing it.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. We researched [redacted] complaint and found his issue has been and addressed and resolved. We show [redacted] issue was escalated to upper management and an exchange was approved for [redacted] to replace his [redacted] washer. We spoke with [redacted] on 4/07/15, and made aware of his exchange; however [redacted] refused the exchange and requested to return his washer and receive a refund. Conn’s agreed to honor [redacted] request and return his washer without a 15% restocking fee. [redacted] was advised he would need to return the washer and once the washer has been received a credit for his washer will be processed to his Conn’s account. We sincerely apologize to [redacted] for the experience and any inconvenience that has been caused regarding this matter. If we may be of further assistance, [redacted] may contact customer service at[redacted] Kind regards, [redacted]

Review: Conn's was told that we have medical issues and need adjustable beds that individually worked and to fit our [redacted] bedstead that has a wood headboard, footboard and siderails. There was confusion on the saleswomans part when she took it to her manager and he told her how to write the product up. She quoted us the price of $[redacted] and we were extastic since it was a bit less than what [redacted] had quoted us previous to going to Conns. That is ther reason we bought from them, than [redacted]. We did not get delivery when promised because one of the mattresses came in damaged but were never told about the real issue we later had when delivered. When it came approximately 1-2 weeks later, we had removed our mattresses and stored them. The delivery guy explained to me there was an adjustable base missing that all he had was one XL Twin adjustable base and two XL Twin mattresses. Before I would let them unpack them I called the store and the sales person was in a meeting and could not be disturbed, is what I was told. The delivery man said to allow them to set up what they had and maybe she would call by the time they were through. They were just moving to pull out of my driveway when she called and I tapped on the side of the truck. The driver stopped and the sales person said I should refuse the whole order, the driver just waved at me and drove off. She called me the next day and convinced me to come in and sign another contract to get the other piece and would write a credit for the error. I called several times to see when the credit was coming and got blew off and decided I needed to go by the store. I was put off again and said it was going to be put in the mail. Never came. I went by in 2 more weeks, and low and behold, the sales person no longer worked for Conns and the manager that approved the transaction to straighten the mess out, no longer worked in THAT store. I could not find out if he still worked for Conns. The mgr there said I would have to call Corporate. I did, no resolution.Desired Settlement: As agreed by the sales person and that manager that approved it for the first contract or take all of it back for full refund.

Business

Response:

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

[redacted]’s complaint. Our records show on [redacted] purchased

two [redacted] twin XL mattress, a [redacted] adjustable base and

received a free 32” [redacted] with her qualified purchased. [redacted] products

was delivered and received in good order on [redacted].

After researching [redacted]’s complaint, we

found the second adjustable base was not added to her original invoice/contract. Due to the error [redacted] was contacted

and informed she would need return to the store in order for the representative

to manually add the second adjustable base on her contract. Our records show on

[redacted] signed a new invoice and contract acknowledging she was

aware of the additional item and price of the adjustable base that was manually

added to her contract; we have no record that [redacted] was offered any

additional compensation towards the purchase. We show [redacted] new

adjustable base was delivered and received in good order on [redacted].

At this time we are unable to honor [redacted]’s

request; [redacted] signed a new contract and invoice which provides

details regarding total amount that would be added to her new contract.

We have included a copy of [redacted]’s amended

contract and invoice with our response.

If we may be of further assistance, [redacted]

may contact customer service at [redacted].

Fridge has not been cooling properly, I called on June 28, 2015 to make a service request for the 2nd time in less then 2 months (3rd service call this year). It has been almost 2 weeks and my fridge still isn't working. I've called just about everyday and I am being told the same thing every time. They can't find a service tech in area. I've been transferred to managers and all I've gotten is their voice mail. I find it hard to believe that they are having trouble finding a service technician. I WOULD NOT RECOMMEND CONN'S TO ANYONE! HORRIBLE CUSTOMER SERVICE!!

Review: I entered into a contract with Conn's on [redacted]. My payments started that following [redacted] ([redacted]). Along with other items I purchased from Conn's, 2 (two) [redacted] ready HDTVs were also purchased. One of the two TVs does not work and has not worked since [redacted]. On [redacted], [redacted], Conn's sent out a technician ([redacted]) to my home- listed on the contract. [redacted] informed my [redacted] and I that the TV would cost more to repair since the TV had audio and no video. I was instructed by [redacted] that I would have to take this 39" TV back up to the store from which I purchased it from ([redacted] Conn's, [redacted], ([redacted]) [redacted]). The following [redacted], [redacted], I packed the TV in its original box and attempted to exchange it with another item of same cost. Problem was, Conn's had absolutely nothing in the price range of the 39" [redacted] HDTV I purchased in [redacted]. I then asked the store manager if I could just get the amount credited on my account, in which he appeased me by informing me that he would contact the Corporate Office. I spent [redacted], [redacted], and [redacted] trying to resolve the issue with Corporate's customer service by calling ([redacted]. Each customer service representative I "met" basically said the same thing: "There was no notation that I would receive a credit for the TV." In fact, I can recall a couple of representatives projecting that a credit won't be initiated. For example, the very last time I called on [redacted]5- my first attempt at 5:45pm answered by a [redacted] resulted in him hanging up on me before I had finished explaining my situation! I called back and received a more warming person, [redacted] who finally gave me a Reference Number (which I'm sure doesn't matter, because none of the representatives prior could never locate one). I have paid Conn's every month, on time- according to my payment records online and bank statements(and per [redacted]).

Product_Or_Service: 39" [redacted] Ready led HDTVDesired Settlement: DesiredSettlementID: Refund

I would like for Conn's to apply the full credit of the 39" [redacted] HDTV and the useless insurance and warranty that supposedly was mandatory for the purchase of the non working TV to my account. I realize that I received the TVs in [redacted], however due to Conn's disregard to customers' satisfaction (based on my experience and others' reviews), I have had the non-operational 39" [redacted] HDTV packed in its original box (while paying monthly for it) and stored in my garag

Business

Response:

Thank you for the

opportunity to respond to [redacted]’s complaint. Our records

show on [redacted], [redacted] purchased a (2)

[redacted] 39” LED TVs with a (limited 1-year manufacturer warranty) on both units

and a [redacted] with a 36-month Repair Service Agreement.

After researching

[redacted]’s complaint we found she contacted our service department

on [redacted] regarding one of her [redacted] TVs with serial

number ([redacted]); stating the TV was not displaying a

picture. A service call was scheduled through the manufacturer; during

the inspection the technician found [redacted]’s TV was deemed

uneconomical to repair. Therefore, the manufacturer provided a Return

Authorization to exchange/replace her television. [redacted]

was issued a credit up to the original amount paid which was $297.88 to

re-select a new television because the original model was no longer available.

[redacted]’s exchange was approved through the manufacturer which

covers the replacement/exchange of the product only. As of [redacted], [redacted] has not initiated

the exchange.

Conn’s has agreed

to honor [redacted]’s request under the terms and conditions of the

warranty since a replacement model is not available. We attempted to contact [redacted]

to discuss her concerns but was unable to reach her at the time.

may bring the television into her nearest Conn’s to initiate the return.

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.

[redacted] mentioned that, "As of [redacted], [redacted] has not initiated the exchange." This is not a true statement. According to my initial summary within my complaint to the Revdex.com, I tried to exchange the inoperable TV to the same store I 'purchased' it from in [redacted]. I was not able to take the inoperable TV to the store until I received a Return Authorization from Conn's, which again, was in [redacted]. It was also mentioned that "[redacted] was issued a credit up to the original amount paid which was $297.88 to reselect a new TV because the original model was no longer available." Again, in my initial summary within my complaint to the Revdex.com, I stated there was absolutely nothing in the Conn's store in that price range." This is when I asked the store manager if I could just receive the $297.88 unto my credit with Conn's ([redacted]). "This is when he appeased me by saying he would contact Conn's Corporate office." According to [redacted], "[redacted]'s exchange was approved through the manufacturer which covers the replacement/exchange of the product only" and my only question is, when? According to the customer representatives I talked to, no one ever offered this information to me. This company wants me to have this product replaced. I am not accepting an exchange/replacement that would increase my payments. I am trying to better my credit and do not appreciate the pressure of obtaining something that I know would increase my payments (and worse, my obligation). All I am asking is that Conn's credit my account with $297.88 and whatever manufacturer and product sales relationships they have with other businesses should be resolved between them without placing the customer in the middle. [[redacted] left a voicemail on my phone, [redacted], [redacted] @ 8:57 PM, to contact her at my earliest convenience. At my earliest convenience, I left [redacted] a voicemail the following day, which is today, [redacted] @ approx. 3:20 PM after navigating through few prompts and finally asking a customer representative to transfer me directly to [redacted]' extension.]

Regards,[redacted]

Business

Response:

Thank you for the

opportunity to respond to [redacted]’s additional comments. [redacted] has been contacted and

her concerns have been addressed.

If we may be of

further assistance, [redacted] may contact our Customer Service Department

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

Kind regards,

Review: On [redacted], I purchased a stove/oven from Conn's and it was delivered about the [redacted] The first time I used the oven was on [redacted] for a dinner party with friends. When I tried to turn the light on to look in the oven, the door locked and I got an error code on the control panel. I was able to unlock the door with the "cancel" code and finished my dinner in the toaster oven. The next day I called the salesman and told him what had happened and he told me it would be taken care of. Because this was a warranty issue I had to wait for a third party repair service to call me. To back up to the day we made the purchase, this was a floor model and had an "as is" sign on it. I asked the salesman if that meant there was something wrong with it and he said "no, it was just a floor model and because it would not be delivered in the original packaging, they had to show it "as is". We also discussed the service contract which they wanted me to buy at which time I asked "doesn't it have a one-year warranty" and he said "of course" At no point was I told that because it was a floor model, I would not be covered. The invoice did state "no refunds, or returns" but being the trusting person I am, did I ever question the fact that if it did not work, that would apply. The service man came on [redacted], checked the oven, and said he would have to order a new "control panel" which he did and returned on [redacted] with a new panel. It still gave the error message, so he said he would have to get another control panel. He returned on the [redacted] with another one, it appeared to work well, but on the [redacted], I tried to use the oven and when I tried to turn the oven light on, the door locked and we got the error message. He returned on the [redacted], called the factory to see if they had any suggestions, worked with the tech line, but now has ordered the 3rd control panel. Conn's is telling me that since it was a floor model I have no recourse and I am stuck with it!!! Not acceptable!!Desired Settlement: Originally, after the third service call I asked them to pick it up and allow me to purchase a replacement. (Which will cost more!) However, since they have been so disagreeable, given me the runaround, and have changed their story every time I have calld, I want a refund and I will purchase a stove/oven elsewhere.

Business

Response:

Review: To whom this message reach, I have a delicate compliant against Conn's Appliances. But before I go any further, I would like to explain I have been a customer with Conn's for years now. The nature of the compliant is because of a call I received from a salesman from Conn's for which I made a purchase from. A freezer I purchase because my other freezer stop working and I dont believe I have a warranty for that freezer that stopped working. Not to make this longer than what it should be, [redacted] sold me the freezer over the phone, and faxed over paperwork for that freezer. Today, March [redacted] 2014, [redacted] called me to explain that Conn's took over $ 200 dollars out of his paycheck, because the warranty was faxed back instead it being brought into the store. This is not the first time I faxed over warranty or any other paperwork back to Conn's, like I say Im a long time Customer. Now they are asking me to come into the store and bring the paperwork. I work all day, and attend College therefore theres little time for me to get there on time. [redacted] asks me to come into the store and sign more papers. I will not be muscled by Conn's. Please help with this problem, because truth be told, Conn's is getting over on people, such as myself.Desired Settlement: I would like Conn's to honor their contract.Thank you, [redacted]

Business

Response:

CASE ID: [redacted]

Thank you for the opportunity to respond to [redacted] complaint. Our records do not reflect [redacted] placed a service call on her

freezer that was purchased with us on 11/**/12. However, we do show on 9/**/10

[redacted] purchased a washer with 48 months extended warranty. On 11/**/13

the washer was approved for an exchange after service was unable to repair the

unit.

It is no longer our policy, to allow customers to make

purchases over the phone. When [redacted] contacted us to process her

exchange and schedule delivery the sales associated agreed to accommodate her. [redacted]’* exchange was processed on 11/**/13 and she requested to add a 48

months extended warranty on the new washer.

[redacted] was FAXed a copy of her

contract to sign and return. Once the contract was received it was found illegible.

Therefore, we were unable to setup the

account. After further review it was found that the salesperson did contact **.

[redacted] to obtain a legible copy of the contract in order to establish her

account. Conn’s will honor the invoice and warranty. However, at this time we

are unable to setup the account with the contract provided.

If we may be of further assistance, [redacted] may reach us

at [redacted]

Kind regards,

Conn’s Customer Relations

Business

Response:

[redacted] has been contacted regarding her additional comments,

she now understands that Conn's has agreed to honor the invoice and warranty as

previously stated.

Kind regards,

Customer Relations Officer

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,

From: [redacted]

Sent: Wednesday, April [redacted] 2014 10:35 AM

To: drteam

Subject: Re: [redacted] The Revdex.com (Revdex.com) of Houston and

South Texas has sent you a new message regarding your complaint - PLEASE DO NOT

DELETE THIS EMAIL

This

compliant has been completed, I was contacted by Conn's and the issues was

solved

Review: I purchased a sofa and recliner back on 11/**/2013. I was told by the salesman it would be delivered next day. I then received a call letting me know they didn't have my furniture in stock and would be delivered early December I agreed and let them I know I needed it by the time my party was to take place. Needless to say that didn't happen. The furniture wasn't delivered until late December after my party. I called the store manager to let him know how upset I was and he apologized and told me to come in and he would rewrite my contact to push back the due date and extended the zero percentage. He rewrote the contact on01[redacted]2014. I was told by the store manager and show as per my contact first payment was due on 02/**/2014. Well that's when the nightmare became worse. I started receiving harassing phone calls and letters saying I was late. I explained to the collections agent the situation and she said no problem we just haven't received the new contract from the store manager and she would push the call back date out by 17 days. I made my first payment on my due date of 02/**/2014 and started receiving the harassing calls again. This went on for months of them telling me they were going to fix the problem. I have refax the contact more than twice to the corporate office. Each time they say they will fix the problem but I still show late and my credit is now showing late for 4 months or more. They have taken away my zero percentage and messed up my credit bureau history. I have to taken time away from work to call them back and which time they hung up on me when transfer you to a different department that promises to help. I having been calling almost every day to get this fixed. There is no end in sight please help. To get credit bureau report fixed and my account with them straighten out.

Product_Or_Service: sofa

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

Fix contact to show rewritten as 01/**/2014. Restore my zero percentage and fix my credit bureau history to show all payments made on time. I have been told by several agent of Conn's this is their mistake and should have been fixed months ago.

Business

Response:

Review: After many calls to the store, corporate office,and even a letter to the president of the company, Conn's continues to ignore my plea to solve a problem with the honoring of a warranty. At the time of purchase, we were encouraged to purchase a warranty and was told that if anything happened to the recliner, we would be covered. When the leather on the recliner began to crack less than 2 years into the warranty, Conn's sent someone out to look at it. The person that came said that yes, it needed to be replaced, and that she would order the part. Two weeks later, we got a call from the company stating that the cracks were from normal wear and tear and they would not honor the warranty. Whoever made the final decision not to honor the warranty hadn't even seen the chair. Why would they send someone out to look at the chair and when she told them it needed to be replaced, they decided not to? I suggested to Conn's that there could be a possibility that the chair was defective in some way, but they refused to check into that very real possibility. It appears that Conn's blames their customer rather than do what was promised to me from the very beginning - "if anything happens to your recliner, you will be covered". I feel misled by the company. The salesman assured me that the warranty was the best way to protect my $400 investment, so I purchased the warranty, yet, after it was all said and done, my warranty was not honored by the company. Conn's salesmen are promising protection to their customers, taking their warranty money, yet Conn's apparently has no intention to honor that protection.Desired Settlement: I would like for Conn's to replace the top section of the recliner, which was the recommendation from the person Conn's sent to my home to look at the recliner.

Business

Response:

Thank you for the opportunity to

respond to Mrs. [redacted] complaint. Our records show that Mrs. [redacted]

purchased a Tahoe Recliner from us on 3/22/11 , with a 48 month Furniture Guard Plan. Mrs. [redacted]

placed one service call with us on 8/3/13 and it was completed on 8/23/13. Mrs. [redacted]'s service complaint

was that the headrest was splitting apart. On 8/20/13 the service order

was cancelled due to us not being able to reach her. On 8/23/13 a voice message was left for Mrs. [redacted] advising that

the headrest is bubbling due to the hair and body oils overtime and daily usage

and terms and conditions do not cover cracking, peeling and or bubbling. We

spoke to Mrs. [redacted] on 5/6/14 and explained to

her the terms and conditions and why it is not covered. After further review it appears the cracking

and peeling was in the beginning stages when reported. It is not cost effective to repair the

recliner therefore, Conn’s has agreed to honor Mrs. [redacted]s request for an exchange. An in store credit has been approved and Mrs.

[redacted] may visit her nearest Conn’s to reselect a new recliner. We sincerely apologize to Mrs. [redacted] for

the experience that she has had with her recliner.

If Mrs. [redacted] has any other

questions or concerns she 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. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I purchased a couch through financing through conns less than 2 years ago. I was told I should purchase the insurance to repair the furniture. The EXACT wording from the sales man was it covers EVERYTHING except pet damage. He even gave me an example, that if I sat on the couch and poked a hole in it with a screw driver its covered. I called in a repair, the repair company came out, and told me a new cushion cover would be ordered, and he would get back to us within a week or so. INstead we get a call from a rep at conns saying its not covered?? The couch is less than 2 years old, I have no pets, or children...me and my husband are proffessional workers, who rarely even use the couch....yet one cushion is splitting in several areas....conns is refusing to honor the agreement to repair the couch....I dont understand why I am paying for the insurance? We have never called in a repair on this couch....considering its less than two years old, I am sick that its already falling apart, and conns wont honor the agreement. We have been loyal customers. We always make our payments, have purchased several items through conns. We were even about to go purchase our new washer and dryer through them...but not if this is how they treat loyal hard working people. Too make it worse we have been lied to twice when we ask for a corporate number, and routed to other locations that are not corporate numbers. I finally spoke to the store manager where I have done all of my purchases for the last 5 years....and she was the only one who wanted to help. Her name is Mrs. [redacted] She agreed with me that the cushion should be covered??? Also I wanted to see how sneaky they are being, so I called and spoke to a salesman on the phone. I told him I was interested in a couch, and did he have any insurance, because I wanted to make sure my furniture lasted 4 years, or at least the time I am financing it for.....he very excitedly said yes! Then went on to tell me EVERYTHING it covers....I even specifically asked questions. What about if the leather tears? Yes ma'am! What about if my toddler cuts it up? yes ma'am! The practices occurring with these salesmen are horrible.Desired Settlement: My couch needs to be repaired in a timely manner like conns originally agreed to do.....Conns needs to honor the repair agreement.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 3/13/13, Mr. [redacted] was approved for an exchange

on his furniture and reselected the Albany Winston sectional set which

consisted of two pieces (right arm and left arm sofa) with a 48-month Repair

Service Agreement Plan.

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

service department on 9/30/14 stating the seat cushions was cracking on the

left arm of the sectional. A service appointment was scheduled for 10/18/14;

upon inspection the serviceman found the seat cushion cover was cracking in

several areas and submitted information for review. A Conn’s furniture claims

representative contacted Mr. [redacted] on 10/27/14 and informed him that based

on the serviceman’s finding and photos, cracking and peeling of the material is

not covered under the Terms and Conditions of the FurnitureGard Plan. Please

refer to your Terms and Condition Number

(15) What Is Not Covered; Letter (M); cracking

or peeling of the leather topcoat or finish (except where cracking or peeling

to the leather topcoat has occurred despite application by You of leather

maintenance products as recommended that fails to perform as intended.

Although the

reported damages are not covered by the FurnitureGard Plan, as a gesture of

goodwill Conn’s has agreed to order replacement cushions and ship the material

to Mrs. [redacted] resident to complete installation. We sincerely apologize for

any inconvenience Mr. and Mrs. [redacted] experienced during this process.

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

1-877-358-1252.

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. Thank you for your help

Review: Purchased a new LG home theater system from Conns and the blue ray player periodically freezes up while in play. When this occurs, the remote control and onboard functions on the unit do not work. In order to reset the unit, having to unplug from receptacle. The unit was sent in for repair as prompted by the store manager, [redacted], in an attempt to fix this issue.

The unit still freezes up since the repair attempt as described.Desired Settlement: I am requesting a complete return of the entire unit and receive an in-store credit to purchase a different home theater manufacturer from Conns - preferably a BOSE unit.

Business

Response:

Thank you for the opportunity to respond to **.

[redacted]’ complaint. Our records show

on 11/19/14, [redacted] purchased a LG 3D Blu-Ray Home Theatre System with a

24-month Repair Service Agreement.

After further review of [redacted]’ complaint

we show Conn’s agreed to honor his request for an exchange. [redacted] received

an in-store credit for $799.99 which was the original amount he paid to

re-select another home theatre. Our records show on 2/4/15, [redacted]

re-selected a Bose Cinemate130 Home Theatre System for $1499.99 and financed

the difference on his Conn’s account.

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

service at 1-877-358-1252.

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 10407889, and find that this resolution would be satisfactory to me.

Conn's did in fact honor my request for a refund/exchange and did issue an in store credit of $799.99. I then purchased the Bose systems at $1499 and financed the remaining balance after the store credit on my account.

Review: [redacted], Conn's called and basically badgered me into making an over the phone payment. [redacted] they posted to my account, [redacted], the very check that I told the girl on [redacted] I had issued was cashed. Conn's does not even show the check , which was held by them from [redacted] to [redacted] as being posted to my account. In trying to get my money back, the customer service department, apparently a group of drones, insists upon a full running bank statement. Even though I offered to send one with any information NOT related to this or CONN's black out, apparently company policy dictates that my privacy and TOTAL banking information be revealed. A total invasion. As well, trying to reach anyone higher than the inept dept of drones is highly unlikely as all phone numbers are channeled through the drone center. I have left several messages for the departmental senior manager "[redacted]" who was to call me back. Has not happened. You can not talk to this lady. POOR POOR POOR Customer serviceBasically I am wondering why the Revdex.com has a favorable rating for this company when a person can go on line and google not one but 38 pages of complaints against this company and their poor inept customer service department. Finally, when asked a time frame , no response. However , when I said I would just withhold my next payment until this was resolved, they were very quick to inform me that this would be an adverse part of my credit record. I have also talked with the Attorney General's office and will be filing a complaint with that office as well. A company simply can not hold a gun to customers heads in order to justify invading their privacy.Desired Settlement: Two fold. First I would like a full reimbursement of the amount that Conn's collected twice. Second and more importantly, the company needs to revamp its "policy" of having a full running bank statement being submitted. This is an invasion of the privacy of consumers. The only information that Conn's needs to see is that of any amounts that are directly related to the issue at hand. This does not include Sonic, Walmart or other bills being paid along with the balance of checking accounts.

Business

Response:

Review: I bought a couch and love seat and I have found its to big for my living room and want either return it or exchange it and it has only been 6 days and they tell me I cannot exchange or return and they want me to do a voluntary repo that reflect on my credit and the payment is not due till the [redacted].Also the people that brought it out to me did not understand a word of English and then also I had bought a surround sound and they said they would have someone out the next day not knowing they dont do it unless you buy a tv from them.So the manager Bot had to come o7t and install it.I have decided I do not want this couch and love seat an would like to return with out affecting my creditAnd also they want me to pay to have it come picked up which I will not do.Desired Settlement: I would like to have a sectional couch put in its place for equal value of couch and love seat.

Business

Response:

Review: I purchased a ** washer/dryer on [redacted]. From the very first wash, the fabric softener dispenser was not working properly. I contacted the store and they told me to contact ** because ** had to be the ones to say I could replace them due to malfunction. I did so, a tech came out on [redacted]st and said that I should try using ONLY the heavy duty cycle since it used more water. He also stated that he didn't like these machines, but he neglected to write these things in his report. He only stated that he "educated" me on the machine. I have done everything right from the beginning and it is the machine that is broken. I tried using only this setting and it didn't work. I called ** and service was to come out again on [redacted]th. A tech came but left before I could get home. [redacted] stated I would have at least 30 minutes before tech arrived, he arrived in 20 and left*. I called Conn's to let them know I wanted to exchange the units because I am not getting good service from **. On a trip I took to Conn's on [redacted] to discuss the issues with the washer with the [redacted] (she also sold me the washer) she stated that if I wanted to exchange that when the new units were delivered Conns would pick up the old units. After speaking with Conn's on the **th, I was told I would have to pay a fee to have them picked up AND an additional fee for the new delivery or risk bringing them up to Conns, but if damaged on the way, Conn's would not accept them for an exchange. (Conn's will not let you take items home the day of purchase, you have to have them delivered, in case of accidents) I was also told that my original purchase that I received 36 months no interest would also not be valid, but I would receive 18 months no interest. I have had this unit for ONE MONTH and it has not worked correctly and neither Conn's nor ** are willing to accept responsibility and make it right. Conn's said that they can't do anything because "their computer" won't let them. This is NOT good customer service.Desired Settlement: I want to exchange the washer and dryer of my choice. I DO NOT want to pay for pick up of the old units OR delivery fee of the new units and I want to keep the 36 months, no interest.

Business

Response:

Review: This is the absolute worst experience of my life as a consumer. I bought a television, sound bar and a blue ray player from Conns. I took them home and the blue ray player and sound bar did not work correctly. I returned them to the store and instead of them exchanging them they told me my products had to be shipped out of state to be serviced. Keep in mind I just bought them and they are brand new. Nevertheless, it's been two months and I still haven't received my products back. Meanwhile I have contacted their customer service department 17 times, went to the store 3 times and even found the regional managers phone number and called him. All of these attempts to get some help resulted in either the phone being hung up on me or being told they will call me back but never do. Even had one supervisor tell me there is nothing more they can do for me. On one trip to the store an employee there told me he would "never sell anything from Conns to a friend or family member because these things happen all the time". All the while, I have to keep paying Conns monthly for products I don't even have. I beg everyone to avoid buying anything at Conns. several people I have talked to have nothing but horrible experiences like mine with Conns and will tell you the same thing. Horrible! Horrible! Horrible! Can't even believe they are in business!Desired Settlement: I want Conns to keep there products and refund my money. If not I want my products working properly and compensation for the time I've been without them and all my invested time dealing with all the issues I've had.

Business

Response:

Review: I bought 2 tablets at this place, they sold me an insurance policy for them that was supposed to cover any damage, accidental or defective. One of my tables' screen broke so I called to request a repair and did what I was instructed to do, I dropped the tablet at the store on about [redacted], not sure of the date cause I wasn't provide a receipt or anything. A week after that a technician called me to inform me that he ordered the screen and that it would probably tae him up to 5 days to receive it, and that he would called me back when the tablet was ready to be send back to the store. Never heard back from him so on [redacted] I called their service department and I was told that the technician mark the tablet as un repairable since [redacted] but fail to follow their proper procedure so I can get a new one, I was told that they were filling a report and a ticket was supposed to go back to corporate for their approval and to called back the following Friday, on Friday when I called, the CSR was not able to located the report on their system and I was told again they were doing one while I was on the phone, that someone would call me within the next 24 to 72 hrs. 72 hrs passed and again I didn't hear from anyone, I went to the store to talk to a manager hoping that he was going to be able to help me, nothing! I have made several trips to the store because he keeps promising the tablet would be ready for me to pick it up but instead he keeps giving me excuses, last Friday [redacted] he said that he didn't have one on stock, that I could get another model but he wanted me to pay the difference, he also said that now that I'm getting a replacement my warranty that I bought was being voided and that I needed to buy a new warranty for $200 more. he keeps saying he would call me, but never does. I was there yesterday and he said he was going to have a tablet ready for me to pick up last night, that he would call and here it is, noon on the following day and I still haven't heard from himDesired Settlement: At this point I want to get a replacement and a compensation for the many days that they keep my tablet and the many trip that I have made to the store making me waste my time and my money.

Business

Response:

Review: october [redacted] 2013 I purchased a Samsung French Door Refrigator with Extended warranty. As of 1/**/14 I noticed that the lettering on the front display panel is coming off. The writting for the Ice On, Ice Off lettering is coming off, the letters under Freezer, under alarm, Lighting is coming off. I only had the Refrigerator a little over 3 months. I went and brougt 3 Affresh stainless cleaner/shine to care for the product. I was told by [redacted] 1/**/14 9:53am with Samsung and then [redacted] 1/**/14 at 9:57am that the product was not covered under the warranty. I'm very upset for the simple fact that I paid over $2000. dollars for the Refrigerator and very dissatisfied. Every Appliance that I own is Stainless steel and have been taken care of for 3-11 years and never had a problem. This is the worst product I have ever purchased that could not stand up to the value amount neither the name brand. I want it taken care of or I WILL stop paying for the product and return it to conns. I have a few years invested in this product, If I'm having problems now I hated to see how this product will hold up a few years from now. The sales rep should have told me that the lettering of this display panel will rub off if you wipe the display panel with a dry towel. I didn't do any thing that would damage this product other then caring for it as I do for all my appliances, I would have looked for a different product but to be told I didn't care for the product wiping it to much it will rob off. I wipe the frigerator once a week unless the doors need wiping for prints. I just don't understand by keeping a appliance clean and take care of a refrigerator will damage the display letters on panel. The [redacted] refrigerator is not SENSOR free. So a item will get finger prints for constant touching of use. I had a refrigerdaire stainless steel Refrigetor I purchased in the year of 2000 had no problems and in 10/**/2013 I decided to replace it for a new look I wiped it clean and never had one problem it held up to its name.Desired Settlement: I'm not asking for any money back I just want them to replace the probuct at the same value but a different product with a different display that's not going to wipe off. I was just looking for a Samsung built in microwave and Dishwasher to match my Refrigerator but I will wait.

Business

Response:

From: [redacted]

Sent: Thursday, February [redacted] 2014 3:42 PM

Subject: Re: Revdex.com of Houston and South Texas- Complaint regarding Your

Business #[redacted]

Thank you for the opportunity to respond to [redacted] complaint. Our records show on 10/**/13, **. [redacted] purchased a

Sa**ung French door refrigerator and 48-month repair service agreement.

We have reviewed **. [redacted] complaint and found the problem she described is

cosmetic and not covered by the repair service agreement or manufacturer’s

warranty. Therefore, we are unable to honor her request for an

exchange. We have however, contacted the manufacture and they have agreed

to replace the door panel. Once the door panel has been received Conn’s

will contact **. [redacted] to install at no charge.

If I may be of further assistance, **. [redacted] may

contact me directly at [redacted]

Sincerely,

Customer Relations Officer

Review: I made my monthly October payment. It never got posted. The company told me to fax over a copy of my bank account where the charge was debited out of my account. I have since faxed it over 4 times and one time to an individual that said he received it and he would walk it over to the appropriate department. I have called them at least 15 times and they all say the same thing, that a ticket has been issued but not worked. I talked to a manager in the collections dept. on Tues that said he would look in to it and at least call me back yesterday one way or another. NO CALL, but typical. It is now February and still no resolve, not to mention it went on my credit report. BEYOND FRUSTRATED!!!!!Desired Settlement: I want my payment posted that I paid them and I want it off my credit report.

Business

Response:

Review: A few months ago my wife and I purchased a washer and dryer from Conns. We spent around 6k. Now the washer has an error code. I called the service dept. on 2-22-14 because we have a maintenance agreement, They said a manager would call me back within 24-48 hours and no one ever called me. I called a few days later and they kept transferring me from dept. to dept. and finally transferred me to an automated machine. I was emailed today 2-27-14 and they said someone would contact me and once again no one did. I would like someone to fix my washer at no charge of course and to be compensated for my laundry bill which is around 80 dollars so far.thanks,[redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want the machine fixed at no charge and my laundry bill paid.

Business

Response:

Complaint # [redacted]

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

Our records reflect that Mr. [redacted] purchased product from us via invoice #[redacted] on 3/9/13. Mr. [redacted] contacted us on 2/22/14 for service on the unit stating

he was receiving an error message. On 2/25/14, Mr. [redacted] called in and was

advised that we were assigning his work order to a 3rd party vendor servicing

his area. We made attempts on 2/26, 2/27 and 2/28 to contact Mr. [redacted] for

service with no response and voice mail was not setup on the contact number. On

3/5/14 Mr. [redacted] contacted us again regarding service and the ticket was

completed on 3/7/14. The delay in service was due to not being able to contact

the customer for the appointment. Our repair service agreement does not cover laundry cost (See

attached Repair Service Agreement). If Mr. [redacted] requires further assistance

with the unit he may contact our service department at 1-855-266-6349.

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

directly at 1-877-358-1252.

Kind regards,

LaKena Alexis

Conn’s Customer Relations

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. For your reference, details of the offer I reviewed appear below.

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

Regards,

To whom it may concern:

At least you were honest enough to admit it took Conn's 4 days to make an attempt to contact me. I only saw one or two numbers on my caller id so I know I wasn't called that much. Anyways, I called many times and finally my washer was fixed after almost three weeks. It was fixed by an LG repairman from the LG warranty (Not Conn's). I was very unimpressed by the service I received from the Conn's Service Department. I would like 100 dollars for laundry expenses and a full refund of the useless maintenance agreement I bought from Conn's.

Review: I went into Conns and purchased a Laptop. I financed this piece of equipment and when asked when I wanted the payment due date I gave the 28th of the month making my first payment due on December 28th. During the sale the salesman tried to sell me a $600 extended warranty that I didnt know was included in the price and I paid. After paying and realizing the warranty was there I asked it be removed and the sales person ripped up the paperwork in front of me that I had already signed and recreated everything. When he recreated the contract it apparently defaults to a due date 30 days from the day I Was in the store giving me a due date of the 20th and not the 28th. Conns begin calling me on November 7th 2 weeks before any payment was even due. They also called on the 14th and 19th again way prior to a bill being due. When I called back and I asked why the calls I was told they called randomly to see if I had received mail and my payment is due on the 20th. The made me VERY mad. I have accounts with rent, electric, 2 cars, car insurance, renters insurnace, student loans, clear, sprint, capital one credit card etc. If I were called by everyone I hold accounts with to be told theyve sent mail Id be on the phone all day. I asked to not be called before 7am then I asked to not be called at all. I spoke with 4 people trying to explain that my due date should have been the 28th. I was disrespected and with no consideration told no.Desired Settlement: This is something simple customer service should have fixed. I should not have had to turn you into the Revdex.com and The Texas attorney general. I would like my payment due date to be changed to the 28th and any late fees to be waived for this month.

Business

Response: