Conns Appliance, Inc.

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: I ordered furniture which arrive damaged and defective. I called the store 15 days in a row leaving messages for a manager. Went back into the store discussed the issue with my salesperson who offered to have order picked up or exchange for an alternate selection however new item was out of stock. Scheduled an appointment 2X with their repair department. Both times someone came out and concluded that the furniture was " defective and unrepairable" Still waiting for furniture to be picked up. After called this company every day for more than a month I am convinced that they are a total scam. Unfortunately now I read the thousands of complaints online after the fact. BUYER BEWARE !!! All they do is transfer you back and forth to many different departments with no knowledge of each others conversations. This is more than bad customer service, this is trained deceptive practices.Desired Settlement: At this point I would just like the store to come pick up all items from original delivery and process a refund.

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted] complaint. Our records show on 8/23/14, Mr. [redacted] purchased the United Soho

Espresso sectional set which consist of three pieces (left sofa, right chaise

and ottoman) with a 1-year limited manufacturer’s warranty. Mr. [redacted] was

scheduled and received delivery on 8/29/14 in good order.

We received Mr. [redacted]’ complaint and found he contacted our

customer helpdesk department on 9/9/14 stating he was not satisfied with the

furniture set. Mr. [redacted] was educated the he could only exchange the furniture

set within 14 days from the date of purchase with a $129.00 exchange fee. Our record

show on 9/18/14, Mr. [redacted] contacted our service department stating the

cushions were sinking in on the left sofa and right chaise. A serviceman was

scheduled on 9/27/14; upon inspection the serviceman found the complaint was

regarding the difference in the way the cushions felt; the left sectional piece

was softer than the right. On 10/06/14, a service claim representative

contacted Mr. [redacted] and informed him that based on the serviceman findings

there were no defects found with the furniture; the firmness of the sectional

set is a preference that is not guaranteed by the terms and condition of the

manufacturer’s warranty.

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

return the furniture set for a refund; as of 9/12/14 he has exceeded the time

frame to exchange his furniture set. Based on the serviceman’s finding during

inspection, there was no defect found with the sectional set.

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

1-877-358-1252.

Business

Response:

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

comments. Our records show only one service appointment was with our service

department on 9/27/14. Based on the serviceman’s findings, Mr. [redacted] complaint was regarding the difference in the way the cushions felt; the left

sectional piece was softer than the right, no manufacturer’s defect were found.

The serviceman noted the unit was non-repairable due to issues with comfort cannot

be repaired and is a preference that is not guaranteed by the terms and

condition of the manufacturer’s warranty. At this time we are unable to honor

Mr. [redacted] request to return his furniture set for a refund however; Conn’s

is willing to extend Mr. [redacted] the option the exchange his furniture set

with a $129.00 exchange fee.

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

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.

It's obvious, yet not surprising, to see that this company is willing to lie to cover their scam and lack of customer service. All I know is that two individuals were in my home verbally stating that the couch was visibly and physically defective and unrepairable. Not to mention the delivery person pointing out the defect upon delivery !! Store Manager [redacted] stated to me more than once that when the report comes back unrepairable he will have someone pick up the furniture for a refund. I even had the delivery department call to schedule this pickup and then was asked if he could call me back but never did. When I was first willing to exchange for a completely different set due to the fact that the delivery guy and the sales person disclosed that there have been issues with this particular set I went down to the store and selected the exchange. I was then told that the new set was on backorder by [redacted]. This was when I was informed by customer service that they wanted to charge me a $129.00 exchange fee. I explained that I should not be paying this fee when the furniture arrived defective. I was referred back to the store manger and received the daily runaround as detailed in my previous report. I have made 37 phone calls in attempt to resolve this matter with the most horrendous results. As a matter of fact the first time I have ever received any type of professional communication was after I filed my report with the Revdex.com which is very telling! I have zero confidence in Conns as a company not to mention the quality of what they sell. I just want them to pick up their defective furniture set which is sitting here with tags still on it and give me the refund I was promised numerous times.

Regards,

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: They called and asked for a post dated bank debit I said no the did it anyway. Called the day it tried to debit the bank they said they would delete all my bank info. Next day they tried to debit once again. that was twice they tried to debit my bank with out my permission. I was charged fees from my bank do to no funds. They should be charged with fraud and theft.Desired Settlement: Charges field it is backing the law.

Business

Response:

Thank you for

the opportunity to respond to Mr. [redacted]’s concerns regarding account

#[redacted] Mr. [redacted] stated he had a

payment post to his account without his authorization which caused his checking

account to overdraft.

According to

our records and recorded calls, Mr. [redacted] authorized the payment, but stated

he didn’t know if it would clear his bank before his payday.

On [redacted] a refund in the amount of $82.18 was processed and sent for approval. Mr. [redacted] should receive the refund check

within 7-10 business.

We value Mr.

[redacted] as a customer and sincerely apologize for any inconvenience he has

experienced due to this matter.

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: 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: Dear Sir/ Madam,

I am writing to request your assistance in a matter with Conn's Furniture at [redacted]. My name is [redacted]. I purchased furniture from Conn's on [redacted]. I went to Conn's in response to a mailer I had received advertising a '1 year, same as cash' promotion they were running.

I purchased living room furniture totaling $[redacted], which is the cash price listed on the contract. This price fit into my monthly budget, and I was confident that I could pay it off in one year.

As we were going over the contract, I asked the salesman numerous times if this was indeed a zero percent interest deal, and mentioned specifically that I intended to pay off the furniture in one year, avoiding any interest. The salesman assured me each time that, yes, that was what I was signing. He pointed out the cash price on the contract, and even verified the monthly amount of $[redacted] that I would have to pay in order to pay off the furniture in 12 months.

The first indication that something was wrong came in mid-[redacted]. In the process of registering my account online to pay my bill electronically, I noticed that my 'Payoff' balance was higher than I expected. I called Conn's Customer Service and was informed at that time that I did not in fact have a one year same as cash loan, but a standard installment loan. Regardless of when I paid off my furniture, the interest was accruing. After explaining the situation, I was informed that there was nothing Customer Service could do to assist me, and I should take it up with the store.

I returned to the store on [redacted]. The manager at the front desk admitted that a mistake had been made and assured me that it could be corrected. He stated that they simply needed to redo the contract, and there was an additional piece of paper I would need to sign. My file was pulled and I was informed that the store would be calling me by midweek to come in and sign the new contract. I never heard from Conn's Furniture again.

I called the store every other day, beginning [redacted]. Each time, I was put on hold for 15-25 minutes, then an associate would tell me that the manager couldn't be found or wasn't there, and I would get a call back. I never received a call.

In order to make sure that these lying cheats didn't get any more of my money, I paid off the furniture on [redacted], with my credit card. I have estimated that I will end up paying about $[redacted] in interest to my credit card before the amount is paid, but at least it won't be to Conn's Furniture.

This is unacceptable. If Conn's was unwilling, or unable to give me the type of loan they promised me, I should have been told. And they certainly shouldn't have promised to fix their mistake, and then ignore me for several weeks until I got the hint that they weren't going to deal with me. I have been lied to several times, and it has ended up costing me weeks of severe aggravation and several hundred dollars. (See complaint online)Desired Settlement: My first choice would be for Conn's to reimburse all the money I paid them, and take their furniture back, allowing me to start over with a reputable furniture store. At the very least, I feel that Conn's should pay me back the interest that they overcharged me, which comes to $[redacted], and reimburse me some of the interest I am having to pay on my credit card to make up for the mental anguish they put me through.

Any assistance that you could provide in this matter would be greatly appreciated.

Business

Response:

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

[redacted]’s concerns regarding account #[redacted]

stated her account was supposed to have 12-months no-interest financing and it

did not.

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

retail installment contract on [redacted]. That contract did not include a 12-month

no-interest financing promotion. We have verified that the product and the

credit would have both qualified for the 12-month no interest financing

promotion.

We are in the process of doing a manual Cash-option

calculation and will reimburse the interest [redacted] paid on the

account.

We ask that [redacted] allow up to 30 business days

for this process to be completed. She will receive a reimbursement check for

the amount of interest she paid on the account.

We value [redacted] as a customer and sincerely

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

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.

Dear Sir/Madam, Good afternoon. I received your letter today with the response from Conn's Furniture. They have admitted their oversight, and have stated that they will be refunding the interest I paid on the contract. I am very happy with this news, and so appreciative of the help I received from your company. As long as the promised check from Conn's arrives in 30 business days as stated, I will be completely satisfied with the outcome, and will consider the matter closed. I will contact you if the check fails to materialize. Many thanks, [redacted]

Regards,

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 a computer ([redacted]) from Conn's in [redacted] of this year ([redacted])... I have had to take it back 3 separate times for issues it had and the last time I took it in to the store was on [redacted]. I have not had it back since then. I have called the service center and the store many times. I have been working with [redacted] at the [redacted] store and he's said he is "researching" to see where my computer is. It's lost. Plain and simple. The tech service center said it was returned to the store around [redacted]. They even told me it was signed for at the store. The store says they reviewed their cameras and it didn't appear to be returned. The bottom line is it's been over a month and I don't have my computer nor do I have any indication that anyone within Conn's even knows where it is. I talked to the corporate office several times and one time they said they would contact the store, they didn't. I was told about 2 weeks ago that it was believed to be in a warehouse in [redacted] and was being sent back to the store. Even if they walk with it down from [redacted] to [redacted] it wouldn't take over 2 weeks to get here!Desired Settlement: At this point I have no idea if they even know where my computer is. I want a new one. I want it or a replacement and I want it NOW. Not another week from today, not once more "Researching" is conducted, now. Today.

Business

Response:

Thank you

for the opportunity to respond to [redacted]’s complaint. Our records show on [redacted],

[redacted] purchased a [redacted] with a 37-month Repair

Service Agreement Plan. After further review and research we show [redacted] had

three completed service calls on his computer; the last service call was

received on [redacted] stating the computer displayed a message saying Windows

failed to configure update. The computer was received in the service center on

[redacted]; upon inspection the technician found the computer had a corrupt

install of Windows. The technician reset unit to factory settings, activated

Windows, and installed updates with no issues; unit tested ok and was

transferred back to the store for pickup. Our records show [redacted]’s computer

was scheduled to arrive at the store for pickup on [redacted] however; the unit

was never received and unable to be located therefore, Conn’s approved to

exchange the computer. As of [redacted] re-selected a [redacted]

all-in-one desktop computer and received in good order. We sincerely apologize

for any inconvenience **. and [redacted] experienced during this process.

If

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

Kind

regards,

Review: On [redacted], I received the sectional of my dreams! I fell in love with it at the store and even though the 15% off coupon I had received in the mail (and is what originally drew me in), couldn't be used with my $[redacted] sectional purchase (I'm still not clear why...), I really thought this couch was everything I wanted. After being told I would receive it on [redacted], it became [redacted] and then [redacted]. That was okay, too. As soon as the delivery men left, I received a call from their supervisor asking how everything went. At that moment, I noticed a small rub in the bottom corner of the couch where the fabric was missing either from transit or delivery. Because of the money I was spending, I asked if I could return it or have it repaired.

[redacted] (supervisor) asked if the guys were gone and said it really needed to be returned right at that moment and offered $** off the price. Well they were going to another job, I had to go to work & I had no intention of keeping a flawed couch that cost so much. So he called me and said the driver who delivered lives close by and would take a look at it on his way home that night. He arrived at my house around [redacted] and said, "I can't fix that, just return it. We can just switch out that piece." I had to call [redacted] the next day and asked if there was something else we could do because at this point he's telling me the entire thing has to go back! Meaning I wait another week for a couch... so I asked what else could be done. Could we not get the single piece like the delivery guy had offered? He again offered $[redacted] off and I asked him to talk to his supervisor and see what we could do about getting me that piece of the sectional without sending the entire thing back. I did not want the $ off.

Again, note the total price of this sectional after tax. The offer of $[redacted] off was a slap in the face. Furthermore, did you know that they take this money from the delivery guys paycheck when you accept this offer?? What a way to take care of your employees... At this point, it's into the next week and I call [redacted] again since I hadn't heard from him. He says, "since you accepted the offer of $[redacted] off, there's nothing we can do." I tell him since I never accepted this offer, he needed to speak with his supervisor again and see when we could have my couch repaired or replaced. He says he will call me back. 3-4 days go by with no call so I call delivery again. At this point, I'm initiating all contact. A girl picks up the phone and [redacted] is not in.

I tell her story (later I find out that this is [redacted]), and for the first time I hear someone sounding sympathetic to my sob story, but mostly because she says, "I am so sorry. I shouldn't say this, but [redacted] definitely dropped the ball on this. It's too late for us to do anything now. Now you'll have to deal with the service department. Had it been handled properly, this would have already been resolved." Nice. So now I have an 800# to call. I tell them my story and their response is that I will be called back within 72 hours. I wait 72 hours, then 24 more just in case they didn't count the weekend... at this point, I want nothing more than to give them their couch back and wipe my hands of this mistake I've made by ever dealing with Conn's in the first place. I do get someone on the phone who says so sorry no one called you, let me transfer you. I talk to a woman whose name I did not understand. She begs me not to send the couch back, that she wants to take care of me and that she will make this right. But I would need to wait more than a week for a service appointment.

I got off the phone feeling completely duped and taken advantage of and not listened to at all--like I was just guilted into saying yes to something I no longer wanted. I then realized that the service date is so close to my first payment date, but there's no way I'm paying for something flawed! And I'm so irritated that no one fixed my problem timely enough so now I'm spending hours out of my life stressing over this! Not to mention that I have to take the morning of the [redacted] off work to deal with this yet again, and I'm just done! At this point, I actually called [redacted] who sold this thing to me thinking maybe he had more pull somewhere. He actually felt sorry for me being pulled around and was optimistic that I could return it. He even said "I bet I know who you have been dealing with." Like this isn't the first time this has happened. He promises to get to the bottom of it all and call me back with a time for them to pick up their sectional. Well he didn't call. But guess who did? [redacted]. The man who drops the ball.

[redacted] acts like he is simply checking on me. :) I thought he was calling to set up a time to pick this couch up. Nope. He says Ill need to talk to [redacted] for that. I mean, I knew that. So why did he call me almost two weeks later? By the way, it hadn't even been two weeks, so why couldn't I return it? I actually called [redacted] today! Now he says he's sorry, it is out of the window of time for them to take the couch back. However if [redacted] were doing his job, it wouldn't have even gotten to this point. He wanted me to trust him that he would get it fixed. I don't want it fixed. Please hear me say that. I want Conn's to take their sectional back so I can move on with my life. I see now how they've stayed in business despite these awful reviews that I wish I would've read prior to entering their store. They do not allow you to return their merchandise even in a timely manner if you are unhappy with it.

They work slowly and push you through to different departments making you wait unreasonable amounts of time for answers to simple requests until you are just out of that window and your hands are tied. It's a great "Conn". I run a business with my family that's over ** years old. If I were to treat customers with as much disregard as Conn's, Maybe I would be a millionaire like the Conn family. But I just couldn't bring myself to step on good people on my way to the top. For shame. Please come get your couch, so that we can just part ways amicably. I also heard just today that ** has a law that allows customers to send something back after 3 days without question, even if you've signed a contract. Very smart of [redacted] to not call me back in the beginning and wait that window out so that I would be forced to use the outside service department. I'm sure that wouldn't be hard to prove with phone records. Does this company really want to force someone like me who is so extremely unhappy with them to keep their goods?Desired Settlement: I would like Conn's to simply come get theIr couch so that we can part ways amicably.

Business

Response:

Thank you

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

on [redacted] purchased the [redacted] furniture set which

consisted of four pieces ( sofa, left sectional, right chaise, and ottoman) and

received a free Haier 32” television. Our records show [redacted] was

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

contacted to follow-up on her delivery; during the conversation she informed

the representative that her left sectional had a scuff mark on the bottom due

to delivery. After further review and research, we show Conn’s agreed to

exchange the left sectional however; [redacted] did not want an exchange and

wanted to return all furniture as a result of the delay. Conn’s has agreed to

honor [redacted]’s request to return the furniture set along with the

television and received a full refund. On [redacted]; all products were returned

to the Conn’s store location in [redacted]. We have submitted a request

to process the refund [redacted]’s account .We sincerely apologize for any

inconvenience [redacted] experienced as a result to the delay.

If we may

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

Kind

regards,

Review: I bought 2 twin size mattresses and box springs a[redacted] with 2 sets of slats. When they were delivered the slats and box springs did not fit, so they were returned analog with the understanding that I could keep the mattresses until they could find box springs to fit. I had slats cut and put the on the beds myself. Today they brought 2 different box springs, which fit better, but not quite, so I suggested they take the plastic off, since they were so close to fitting. I was told they didn't do that because it would fit either way, if it was going to fit, so I told them to take them back and the mattresses, too, they couldn't take mattresses because they didn't have a ticket for them, I would have to call the store. I called the store and was told I could not return the mattresses, I explained what I had been told and told that was not their policy. Since they had told me I could return if the box springs didn't fit, I would like them to honor their word!Desired Settlement: Take the mattresses back

Business

Response:

Thank you

for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on [redacted], Mrs. [redacted] purchased two [redacted] Twin mattress, two [redacted]

twin box springs, and two [redacted] twin slats. Mrs. [redacted] was scheduled

for delivery on [redacted]; upon delivery both mattresses were received in good

order however, the box springs and slats were refused due to they did not fit

onto Mrs. [redacted]’s bed that was not purchased with Conn’s. Our records show on [redacted] both box springs were exchange for two [redacted] twin

foundations and both slats were cancelled from her invoice. Mrs. [redacted] was

scheduled to receive her new box springs on [redacted]; upon delivery Mrs. [redacted]

expressed that she was not satisfied with the fit of the box springs on the bed

and wanted to return both box springs and the two mattresses that were previously

purchased. Mrs. [redacted] was reminded of Conn’s Return and Exchange Policy at the

time of her purchase which states, Conn’s has No Returns on mattresses;

mattresses can only be exchange within 30-days from the date of purchase with a

$129.00 exchange fee. At this time we are unable to honor Mrs. [redacted]’s request

to return both mattresses however; we can refund Mrs. [redacted] for both box springs

due to the delivery was refused and the box springs have been returned to

Conn’s warehouse. Mrs. [redacted] will need to

contact her nearest Conn’s to cancel the box spring and for the credit to be

applied to her Visa credit card.

If

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

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 stated before, when the first set of box springs didn't fit, I was told to keep mattresses and return box springs and Conns would send out ones that would fit! I did that and they didn't fit, so I told them to take back everything! I expect them to pick up the mattresses!

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: 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: My husband [redacted] and I purchased an LG washer and dryer along with a samsung dishwasher on July 5. We requested the 3 appliances be delivered the following weekend. They were delivered and our old whirlpool dishwasher was removed and the new samsung put in place. The Samsung had a broken leg so they removed it and let with both dishwashers. We cooked dinner that Saturday night, washed dishes by hand. The next morning, Sunday Conn's delivery called and would deliver the #2 Samsung dishwasher between 2 and 5. The delivery showed up around 7:30 Sunday evening with no call for a delivery status. When the guys left I reached down and pulled a stitcher from the new dishwasher lower left hand side of the door. There was a dent in the door. My husband called the next day and reported the dent and we didn't hear anything for several days. Two guys in neon vests showed up a couple of weeks later to take pictures of the dishwasher dent. The next Saturday a Conn's serviceman showed up and I asked if he brought me a new dishwasher. He said no he was here to take pictures. I told him 2 guys had already taken pics. He told me know no that he was service and here to take pics. So he also took pics. Several weeks later [redacted] got a call from Conn's and the lady said we were to go back to Conn's and choose a new dishwasher. We went to the same store and spoke with a manager and explained all we wanted was our dishwasher replaced because of the dent or even replace the door. The following week they delivered Samsung #3. I used the #3 probably 6-8 times then I noticed it wasn't going thru the normal cycle and sanitizing cycle. The soap dispenser was not even opened. I've trained it on quick cycle, heavy cycle, and normal again with and without

Sanitizing cycle and still have sticky dirty dishes in #3 dishwasher.

Last night I called Samsung and they took all the serial and model numbers and would call me today to schedule a service appt which they did and offered a 9/4 appt and asked for serial and model numbers which I didn't have at work. I would need to call them with the info and I explained they should have the info that I had given last night. I immediately called Conn's service center from my office and requested they come pick up the dishwasher and refund my money. She transferred me to the help desk and I explained my entire story again, she transferred me to the service dept again. Now I have an appt for them to call tomorrow to call to schedule a service appt. she also told me if I want the #3 picked up and refund my money I needed to go to the store of my purchase and talk to the Manager. I called the store and asked for the manager who should be in at 11:00 (I made the call at 11:15) and asked the guy to please let the manager I would be there at 2:30 and I'm an unhappy customer. I left work today at 2:15 and went to the Conn's at 15th in Plano where we made our purchase on 7/5. The manager, [redacted] was conveniently on his way out but discussed my problem. He told me he could not take the #3 back and refund without service looking at it. I left very mad and frustrated after a 15 minute conversation. I feel I've been sold less than decent dishwashers and now I have a moldy mess under my cabinet due to poor customer service. I want the dishwasher out of my home and a full refund and never see the inside of a Conn's store in my lifetime.

Business

Response:

Thank

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

purchase made under the name [redacted]. Our records show on 7/05/14,

Mr. [redacted] purchased a LG high efficiency washer and dryer with a 24-month

Repair Service Agreement on both items, a Samsung dishwasher with installation

and a 48-month Repair Service Agreement. Mr. [redacted] elected to have his

items delivered; Mr. [redacted] was scheduled for delivery and received all items on 7/12/14.

Mr.

[redacted] contacted service on 7/18/14 regarding his dishwasher; stating

the dishwasher was dented upon delivery. A service call was set-up for 7/26/14;

during the inspection the technician found the dishwasher was damaged and was

non-repairable. Mr. [redacted]’ dishwasher was submitted for an exchange; and

approved on

8/05/14; the

new dishwasher was delivered on 8/17/14 in good order.

Mr.

[redacted] contacted our service department again on 8/28/14 regarding his dishwasher; stating

the dishwasher was not completing the normal cycle. A service call was

scheduled; upon the inspection the technician found the water

valve on the house was not letting enough water into the dishwasher for it to

function properly, but no true issue was found with the dishwasher. Mr.

[redacted] signed off on the technician explanation. Mr. [redacted] contacted us on 9/05/14 regarding his dishwasher; stating

the dishwasher was making a loud grinding noise during the sanitizing

cycle. A service call was scheduled; during the inspection the technician

ran the dishwasher through a cycle with no noises were detected and no problem

was found. Mr. [redacted] signed off on the technician’s report.

At this time Mr. [redacted]’ dishwasher does not qualify

for an exchange, therefore we are unable to honor Mr. [redacted]’ request to

return/exchange his dishwasher.

If

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

Kind

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: In [redacted] I made a purchase with Conn's almost close to $5,000, my intent was to only purchase a refrigerator and stove. I stopped at Conn’s because there newspaper add advised any appliance purchased $799 and up qualified for no interest. When purchasing my appliances with Conn’s I was advised that my refrigerator would not qualify because it was a clearance item (which I was ok with) but my TV, Stand, and Stove qualified. After making my second payment I asked what was the payoff amount for the refrigerator because I wanted to pay this off right away, this is when I was informed that my stove and refrigerator were accruing interest. I asked the store what could be done to correct the mistake because clearly the store, newspaper ad, and sales representative advised me that the stove would qualify for no interest. [redacted] was extremely rude and told me “I’ll see what I can do but I’m sure nothing can be done.” With no response back from the store I contacted customer service several times with no help. Different representatives advised me of different things. I advised them that all I want to do is correct this error. Well after numerous phone calls I was told that the issue could not be resolved and could not be moved off one ticket to another ticket so the stove did not accrue interest. I extremely upset that they were not able to honor there advertised pricing so now I am going to end up paying $2,000 for a $900 stove.Desired Settlement: The only thing I want is for my stove to no longer accrue interest and to be correctly honored as the advertisement said.

Business

Response:

Thank you for

the opportunity to respond to [redacted] concerns regarding account

#[redacted].

According to

our records, [redacted]a signed two 32-month retail installment contracts on [redacted] 18, 2014. One of those contracts

included a 12-month no-interest financing promotion and the other contract did

not. The range was supposed to be added to the contract that included the

12-months no interest financing; however, it was listed on the contract that

did not qualify for the promotion.

We are going

to manually calculate the 12-months no-interest financing offer for account

#[redacted], which did not originally qualify for the promotion.

Please note,

it may take 7-10 business days for the process to be completed.

We value [redacted] as a customer and sincerely apologize for any inconvenience she has

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

Review: I have had ongoing problems with my LG washer purchased from Conn's in March of 2013. Since purchased has represented UE which is uneven error message. Since the first service request techs have been to my home multiple times for the same reason and others caused by this initial issue in which is still an issue today. The washer has basically destroyed itself from being uneven and is now flooding my home. Service was not handled properly from first request until now, phone calls have been ignored by [redacted], denied phone conversation with [redacted] the service department manager after our first conversation on 8/4/2014. Told by [redacted] 8/28/2014 that [redacted] does not have a direct extension and I couldn't speak with her although she is now the only person that can help. Promised replacement twice 7/28/2014 and 8/21/2014through8/27/2014 only to be sent around in circles both times. Forced part replacement instead of full replacement which did not fix the issue.Desired Settlement: I have been told twice now the replacement covered under my purchased warranty is going to take place only to be denied and not honored. I have spoken to all managers to now be told that [redacted] is denying the replacement, but I am unable to speak with her. I was originally told that [redacted] had ultimate decision and he has blessed the exchange and still denied. I have not even been able to turn the washer on since 7/28/2014 due to flooding my home. I was sent to the location by [redacted] in resolutions department to replace the washer and denied by [redacted] the store manager. He spoke to [redacted] in the service department on my cell phone 8/2/2014 who was trying to put through the replacement to the location and said was on hold unable to get through. After this conversation I was told by Forest and [redacted] that the proper paperwork from [redacted] department needed to be submitted. I spoke with [redacted] on 8/4/2014 and he said he was sending the technician out. The Technician arrived 8/5/2014. His name was [redacted]. This tech said that it should be replaced, but had to submit price for all parts he thought might fix it. Issues were the uneven, door latch, shocks/balance system, new tub as it had torn away from unit, and cover ring as it has been worn down to having a whole roughly half way around. He called me 8/6/2014 and told me that [redacted] told him to order the parts instead of replacement in which he tried to have done. The parts weren't ordered until 8/11/2014 and weren't received until 19th. The tech came back out 8/20/2014 and within 20 minutes of him leaving the washer was again leaking, shaking violently, and saying uneven. I called him 3 times, left 2 messages, sent 5 text messages and 2 pictures. My husband spoke to [redacted] in the service department and was told that the technician was not going to be turned around and that it would be replaced instead, since it was serviced 4 times within the same year and for the same reason resulting in still not fixed. Since then I have spoken with [redacted] in the service department every day and she has spoken to [redacted] personally most of them confirming the replacement was happening. As of 8-27-2014 [redacted] calls me and says it has been denied for replacement a second time. She opened another ticket with the notes of our week long conversation awaiting replacement approval. It has been confirmed by almost everyone I have spoken with that this issue from the first service ticket to the last service ticket not being fixed should qualify for replacement under the purchased warranty, but is denied both times as my understanding by [redacted] id number in conn's help desk says that it should qualify. [redacted] Srvc department manager said it was [redacted] decision and he approves. [redacted] in the Beaumont call center said it should be covered under the lemon law and warranty. [redacted] in the Beaumont customer service called the store location to see if they could see the replacement information Saturday 8/23/2014 because she showed [redacted] approval. Only to find out from each of these people that it is pending and denied by [redacted]. I spoke with [redacted] through Conn's consumer affairs 8/27/2014 and she said that the warranty most definitely covers the replacement and after reviewing the notes on my account is unsure why it hasn't been. She submitted a formal complaint on my behalf through a zendesk ticket. I have been requesting copies of the service tickets, notes, sendesk tickets and notes since 8/14/2014 with [redacted] and [redacted] the Beaumont customer service manager. I have still not received them.

Business

Response:

Thank

you for the opportunity to respond to Mrs. [redacted] complaint. Our

records show on 3/09/13,

Mrs. [redacted] purchased a LG high efficiency washer and dryer from us with a

48-month Repair Service Agreement on both items. Mrs. [redacted] was

scheduled for delivery and received her washer and dryer on 3/10/13 In good order.

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

contacted our service department on four different occasions regarding her

washer. The last service call was placed on8/28/14;

Mrs. [redacted] stated her washer was leaking and not leveled. After

reviewing Mrs. [redacted]’s service history Conn’s agreed to exchange her washer;

on 9/01/14 Mrs. [redacted]’s exchange was

approved. Mrs. [redacted] was given a credit of $799.99 which was the

original amount paid to re-select a new washer. On 9/06/14,

Mrs. [redacted] elected model [redacted] and received delivery on 9/08/14.

We sincerely apologize to Mrs. [redacted] for the experience and any inconvenience

that may have been caused as a result of delay.

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

Customer Service at [redacted]

Kind regards,

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: Dishwasher broken, never worked once recieved.Desired Settlement: I want the dishwasher to be exchanged. Unable to get anyone who can help on the phone. Employees will not give out manager contact.

Business

Response:

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

Our records show on **/17/14, [redacted] purchased a [redacted] dishwasher with a

1-year limited manufacturer’s warranty. [redacted] dishwasher was delivered

on **/18/14 in good order.

We received [redacted] complaint and found he contacted our

service department on **/21/14 stating his dishwasher displayed an error code

“OE” and there was a puddle of water at the bottom of the unit. A service

appointment was scheduled for **/28/14; upon inspection the technician found

[redacted] installed his dishwasher incorrectly causing the unit not to drain

and also found an object in the drain hose. The technician removed the object

from the hose and connected the unit correctly; tested the dishwasher and the

unit tested ok.

Based on the technicians findings, at this time [redacted]

dishwasher does not meet the qualifications for an exchange. If [redacted] is in need of service he may

contact our service department at [redacted].

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

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: