Conns Appliance, Inc.

Review: I am writing you to express my displeasure with Conn's regarding my furniture that I just recently purchased 3 months ago. I purchased a sofa/recliner set in October. The motor on the recliner blew out with flames and smoke coming from the recliner which almost had my wife's robe on fire. I called Conn's service center 2 weeks ago to get a service technician to come out and fix the problem but Conn's service center said that they do not deal with furniture and that they are contracted with an outside agency which is US Air. Now keep in mind, this was part of my so called furnituregard plan. This was not elaborated or stated to me in the contract that I have. Conn's service enter had to place a work order which takes 24 to 72 hours to show in US Air system. Over a week has passed, I did not hear from anybody so I called back to Conn's service center and the representative said that they sent off the work order and gave me US Air phone number but I called US Air and they said they have not received the work order. I called back to Conn's service center and the most that can be done is to resend the ticket. 2 days later, I called US Air and they received the work order and told me that a service technician will not be able to come out till February 28 2014. I do not believe that is not right and that is not how you treat your customers who pay for a warranty to have them wait 1 month to be serviced. Both Conn's and US Air representatives say that they not have control and it is out of their hands and I find that unacceptable. All I want is the situation to be expedited with either an exchange of my sofa/recliner set or my recliner fixed because I have been waiting 2 weeks now for a resolutionDesired Settlement: I am to the point that I want my product exchanged or would want my refund sooner than what I was told waiting until 2/28/14.

Business

Response:

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

10/28/13, Mr. [redacted] purchased a Man Wah reclining sectional with us. Mr. [redacted] contacted us on 1/16/14 and stated

the recliner would not recline. A

service call was set-up however it was cancelled in error. We spoke with Mr. [redacted] again on 1/23/14 and

confirmed his service call was scheduled for 2/28/14. Mr. [redacted] was contacted on 1/27/14 and

offered a sooner date of 1/29/14 which they accepted. Upon inspection the technician found the AC

Adapter plug wire had been pinched. Mr.

[redacted] was contacted on 2/3/14 and an exchange was submitted and approved. We would like to apologize to Mr. [redacted] for

the experience he had with scheduling the service call on his recliner

purchased with us.

If we may

be of further assistance, Mr. [redacted] may

contact us at 1-877-358-1252.

Kind regards,

Customer Relations

Consumer

Response:

As of 3/11/14, I have not heard a response from Conn's. I am writing you to express my displeasure with Conn's regarding my furniture that I just recently purchased 3 months ago. I purchased a sofa\/recliner set in October. The motor on the recliner blew out with flames and smoke coming from the recliner which almost had my wife's robe on fire. I called Conn's service center 2 weeks ago to get a service technician to come out and fix the problem but Conn's service center said that they do not deal with furniture and that they are contracted with an outside agency which is US Air. Now keep in mind, this was part of my so called furnituregard plan. This was not elaborated or stated to me in the contract that I have. Conn's service enter had to place a work order which takes 24 to 72 hours to show in US Air system. Over a week has passed, I did not hear from anybody so I called back to Conn's service center and the representative said that they sent off the work order and gave me US Air phone number but I called US Air and they said they have not received the work order. I called back to Conn's service center and the most that can be done is to resend the ticket. 2 days later, I called US Air and they received the work order and told me that a service technician will not be able to come out till February 28 2014. I do not believe that is not right and that is not how you treat your customers who pay for a warranty to have them wait 1 month to be serviced. Both Conn's and US Air representatives say that they not have control and it is out of their hands and I find that unacceptable. All I want is the situation to be expedited with either an exchange of my sofa\/recliner set or my recliner fixed because I have been waiting 2 weeks now for a resolution.\r\n\r\n \r\n\r\n \r\n\r\n \r\n\r\n \r\n\r\nThis has gone on for far too long. I managed to have a Conns representative call me to finally get a service technician to look at the sofa set. The service technician said that I will need the right sectional piece for the sofa to be replaced. On 2\/4\/14, I had a customer service representative from Conns call me and told me to go to the store where I brought the sofa and she would leave notes in the computer for to sofa sectional to get exchanged. On 2\/4\/14, I spoke to the manager on duty [redacted] and he told me that the sofa sectional was out and somebody would call me in a week to deliver the sectional piece to me for an exchange. As of 2\/12\/14, I still did not hear from anybody so I took it upon myself to go to the Conns store and asked again for [redacted] the manager. He told me that the reason nobody called me is that the right section sofa set is on backorder till the end of March. Of course, I was furious because nobody never told me. I asked if I could get the whole sofa set exchanged for something else since I have been having problems with this situation for months now. [redacted] told me that I have to call Conns Customer Service. I called Conns Customer Service and explained the situation to Bob as far as trying to get the sofa set exchanged for another sofa set and he told me that he had no authority so he transferred me to Conns service center. I spoke to [redacted] at Conns Service Center and she told me that since the sectional was on order that I would have to wait till the end of March to get the sectional exchanged which I feel is unacceptible and [redacted] transferred me back to Conns Customer Service. [redacted] transferred me back to Conns Customer Service and I spoke to Jaime and she told me the same thing that [redacted] told me regarding to wait on the sofa sectional and that there is nothing I can do about it. I am really frustrated and all I want now is either a whole new sofa set in exchange for the current sofa set or my money back because this is ridiculous how long I had to wait just to get a sectional part of a sofa replaced and I paid a lot of money for this to be getting this type of service and treatment

Business

Response:

Our records show Mr. [redacted] right side recliner

was approved to be exchanged on 2/3/14 as previously stated. After researching his complaint I found the

replacement was not available in his area and had to be ordered. Our records show the piece was successfully

delivered on 3/14/14. Again we sincerely

apologize to Mr. [redacted] for the delay and experience he has had with his furniture

purchase. We appreciate Mr. [redacted] business with us and as a token of our appreciation a gift card for $100 has

been mailed to the address on file.

If we may

be of further assistance, Mr. [redacted] may

contact us at 1-877-358-1252.

Kind regards,

Customer Relations

Review: We have not had our television fixed for over a month. Technicians came in the first time to fix, but as they went to the vehicle to make sure they had the right equipment, they said that the panel was broken. After that the technician said because he knew we had been waiting for almost a month, he was going to go ahead and put it in for an exchange. Then I went ahead and waited a week and still nothing. The man had still not submitted the slip. Then when he finally did he put it in for a repair and not for an exchange. Then the parts where taking a long time, and I called weekly more then 2 times a week. All the people on the phone could not tell me the same thing. When I called corporate they said they did see an input of exchange, when I called the help desk and service center they said nothing was showing an exchange. They kept transferring me to corporate because supposedly they were able to escalate the exchange and corporate said NO. That a service manager could only, but the service manager chuck NEVER GOT IN CONTACT WITH ME. I went ahead and waited for the part to come in which was 4/21/2014, and they were going to get here by 11am-1pm 4/23/2014 to fix it. Instead I received a call that the panel that came in was also broken. So once again no fixture or exchange and its about to be 2 months. And i'm still paying my bill on time and paying warranty. Also I was only waiting for 1 part which was the panel to come in, but then I had to wait longer because they said their was an extra 2 parts that were not even advised to me that they were going to order that came in 4/21/2014. And even at that the part was promised to come in on the Thursday f last week. So this is just beyond ridiculous and also customer servise, because I've been hung up at a few times while on the phone and they placed me on hold. Not only that it seemed like they did not keep up with any of my complaints . because if I talked to one person one day the next day the other person would say they do not see anything.Desired Settlement: I want the exchange I was being promised the first time!! And that's it. Hope to never have to go through this issue with them again.

Business

Response:

Thank

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

show on 9/14/13,

Mrs. [redacted] purchased a 58” Toshiba and 25-month Repair Service Agreement from

us. Our records show on 3/5/14,

Mrs. [redacted] contacted us regarding her television; stating there was a blue

screen and no audio. A service call was

set-up for 3/12/14;

upon inspection the technician found the panel needed to be ordered.

After further review and research

we found there was a delay obtaining the necessary part needed to complete the

repair. Due to the repair delay Mrs. [redacted]’s television was exchanged on

4/30/14. Conn’s would like to apologize

to Mrs. [redacted] for the experience

she had and for any inconvenience caused as a result of the delay. We appreciate Mrs. [redacted] for bringing her

concerns to our attention. Her concerns

were addressed with those involved to ensure it is not repeated. As a token of our appreciation, Mrs. [redacted]

will receive a $100.00 Conn’s gift card that can be used toward her next

purchase with us.

If

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

Kind

regards,

Customer

Relations

Review: I purchased a table and chairs in April 2013. I noticed cracks around the edge of the table that are increasing daily. I have continuously called Customer Service, Service, the store in Hurst,Texas (where I purchased it)and the Corporate office and no one has helped me and no one will call me back. I have been calling for months. This is clearly a manufacturers defect and its under manufacturers warrant for one year. I contacted the manufacturer and sent pictures and was told they couldnt deal with me that I'd have to go through Conn's - Conn's tells me I have to go through the manufacturer and neither can contact the other. I stopped paying the payments on the table until I get this resolved yet I continue to get phone calls from collections. I want this resolved.Desired Settlement: I either want a replacement with a guarantee I wont have this same problem again or a refund in full.

Business

Response:

Thank you for the opportunity to respond to Mrs.

[redacted]’ complaint. Our records show on

3/14/13, Mrs. [redacted] purchased a Steve Silver Hamlyn dining room set which

consist of a table and 4 chairs with a limited manufacturer’s warranty totaling

$703.61. On 12/30/13, Mrs. [redacted] contacted us stating her tabletop was coming

apart. Mrs. [redacted] was informed that she only had manufacturer’s warranty and

the reported problem was not covered. As a good will gesture Conn’s has agreed

to schedule a service appointment to have a technician come and assess the

reported damage(s). We contacted Mrs. [redacted] on 3/26/14 and notified her that a

service technician will contact with the first available date. At this time we

are unable to honor Mrs. [redacted]’ request for an exchange however; we will

reevaluate her request after a technician inspects her unit.

If we may

be of further assistance to Mrs. [redacted], please contact Customer Service at 1-877-358-1252.

Kind regards,

Customer Relations

Consumer

Response:

We were told by the first person who contacted us regarding this Revdex.com complaint that we would be contacted by their Service department within 72 hours to schedule a date and time to look our table. We were not contacted for more than a week. Service finally contacted my husband last week and scheduled the appointment for this past Wednesday 4/10. My husband was not able to be there on that day due to an unforeseen doctors appointment. We called the Service Tech on the cell phone # we had for the Tech and he said he was on the road and didn't have his calendar with him but that he would call me back within a couple of hours to reschedule. I requested it be for the following Friday 4/12/14. Today is 4/14/14 and he nor anyone else at Conn's has called to reschedule.

Business

Response:

Our records show we contacted Mrs. [redacted] on

3/26/14 and notified her that a service technician will contact with the first

available date. Notes indicate the

service repair company (USQ) attempted to contact Mrs. [redacted] as follows:

3/27/14- 16:29 Left Message

3/28/14- 8:18 Left Message

3/28/14- Mr. Called and scheduled appointment for

4/9/14. Called with time frame.

4/9/14- Service call was cancel due to not at home.

Although I have been unable to confirm with whom

Mr. [redacted] spoke with, we are willing to schedule another service call as a

goodwill gesture. US Quality Furniture will

contact Mr. or Mrs. [redacted] by May 12 to schedule an appointment.

If we may

be of further assistance to Mrs. [redacted], please contact Customer Service at 1-877-358-1252.

Kind regards,

Customer Relations

Review: We bought a microwave, along with a fridge, dishwasher, and range on 2/14. It started arcing and sparking shortly afterward. We've had 3 technicians (2 from Conn's-Mr Germany and Mitchell) and one from LG come look at our microwave and all 3 technicians immediately suggested it be replaced. The LG tech's supervisor told the tech that was at my house on speaker phone that he should tell me to just throw the metal rack on the BBQ grill and not use it. My microwave has attempted to catch fire a few times and has several holes in it but Conn's is saying LG should replace it and LG is ignoring my email requests for replacement. I'm afraid my new $600 microwave is going to burn my house down and I can't get a replacement or any help with repairs from Conn's, who've always been helpful with past purchases. Please help!Desired Settlement: I'd like my microwave that is all burned up inside to be replaced.

Business

Response:

Thank you for the opportunity to respond Mr. [redacted] complaint. Our records show 2/13/14, Mr. [redacted] purchased an LG OTR microwave with a limited 1-year manufacturer warranty from us. Our records indicate Mr. [redacted] was schedule for delivery and received his items on 2/14/14 in good order. Our records show on 4/10/14, Mr. [redacted] contacted us regarding his microwave; stating the microwave is sparking when it is in use. A service call was set-up on 4/17/14; during the inspection the serviceman found parts were needed to be ordered to complete the service repair. On 4/25/14, Mr. [redacted]’s service order was cancelled at his request; Mr. [redacted] stated he contacted the manufacturer and request a replacement and declined to have additional service on his microwave. On 4/30/14, Mr. [redacted] contacted us stating his microwave was sparking when in use and had burn damage on the inside. Mr. [redacted] information was sent to the manufacturer for a service review for a possible exchange. On 5/27/14, an exchange was approved for Mr. [redacted] to replace his microwave. As of 5/28/14, Mr. [redacted] has elected a new microwave and is scheduled for delivery on 5/30/14. Conn’s would like to apologize to Mr. [redacted] for the experience he had and for any inconvenience caused as a result of the delay.

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

Kind regards,

Review: The dryer I purchased from [redacted] a year ago is broken and can't be fixed by [redacted]. Because of no model or serial number. [redacted] Says that when an appliance does not have the model and serial # it is considered scrap. I've talked to [redacted] I've even spoken with corporate and issue still has not been resolved. I keep **tting the run a round. The lady in corporate a [redacted] was suppose to call me back on [redacted] to let me know what had been resolved but did not. I'm tired of **tting nothing doneDesired Settlement: Refund for the month the dryer was out.

Business

Response:

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

[redacted] purchased a ** Gas dryer with a 48-month Repair Service Agreement

Plan. After receiving [redacted]’s complaint,

we researched and confirmed at the time of purchase [redacted] was sold and

received a new dryer. The dryer had not

been previously owned. On [redacted].

[redacted] contacted us stating the unit was not drying and is making a loud noise.

[redacted]’s product was still under manufacturer’s warranty for the first

year therefore; a service appointment was scheduled on [redacted]4 with a **

service technician. Upon inspection, the technician found the unit was missing

the original tag which provides the model and serial number therefore; service

could not be completed on the unit and the service order was cancelled. [redacted].

[redacted] was informed that without this information, the manufacturer could not

service the unit and the missing tag also voids the warranty. Due to the tag

missing on the unit, [redacted]’s service repair needs were delayed because

the manufacture could not verify the information on the unit. Although the

unit’s tag are missing which voids the warranty, as a good will [redacted]’ has agreed to schedule a service appointment to have a [redacted]’s technician assess

[redacted]’s repair needs. We notified [redacted] that parts have been

ordered for repair however; the parts may not be the correct parts needed to

complete the repairs due to not having the full model and serial number version

to order the accurate parts. [redacted] will be contacted once the parts are received to schedule an appointment.

If we may

be of further assistance, [redacted] may

contact Customer Service at [redacted].

Kind regards,

Customer Relations

Review: On May 11,2014 I contacted Conn'd that my smart tv was broken and to file a claim against the protection plan. I was told someone would contact me within 72 hours. That came and went and turned into 3 weeks of me calling only to find out that it was no technician in my area. I waited another 2 weeks for a 5 digit approval code to return the TV for credit towards an account I opened to replace the TV. Only to take the damaged TV and Beats bundle back to the store where I was told the only way to leave the damaged merchandise was to sign a volunatry release of merchandise invoice where the manager assured me that it would be taken care of only to find out a month later I should not have signed it and am now responsible for over 1400.00 in merchandise.Desired Settlement: Credit to my account.

Business

Response:

Thank you

for the opportunity to respond to Ms. [redacted] complaint. Our records reflect

that Ms. [redacted] purchased a television with a 49-month Repair Service Agreement

on 2/2/14 via invoice #[redacted]. Ms. [redacted] contacted our service department on

5/11/14 stating that her son broke the screen. The replacement authorization

request was submitted to the manufacturer. Ms. [redacted] purchased another

television on 5/12/14 with invoice #[redacted]. The exchange was approved on

5/23/14. On 7/24/14 we received a call from Ms. [redacted] requesting the exchange

credit be applied to her account. The exchange credit of $865.99 was submitted

on 7/24/14 and posted to the account on 7/28/14.

If we may be of further

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

Kind regards,

Consumer

Response:

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

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

Regards,

From: [redacted]

Sent: Wednesday, August 20, 2014 5:12 PM

To: drteam

Subject: Conn's

In regards to the credit for the television which I gladly appreciate there is still an issue with the Beats bundle tablet that has been at the store since June 26th, 2014. I have been given a ticket number for service and have had that number for more than 3 weeks almost a month and still no one seems to know where the ticket is or that the ticket was not crated and to expect a call from Conn’s and I have not received a call for the broken merchandise just collection calls for something that has been broken for almost four months. Then I owe over $1,000.00 for a purchase between $219 and $299.00 I am not sure. They had revoked the no interest for six months and this is going towards my credit. I am not pleased at all with Conn’s as this issue has been ongoing since May 2014.

Sent from Windows Mail

Business

Response:

We

have researched Ms. [redacted] additional concerns regarding the Beats Bundle

that was purchased with us. Our records

show on 2/2/14, Ms. [redacted] purchased the bundle which came with a 12 month manufacturer’s

warranty. Our records do not show Ms.

[redacted] contacted us regarding her tablet not working properly prior to 6/27/14. We found Ms. [redacted] did visit the store on

6/27/14, stating her tablet was not holding charge. Although Ms. [redacted] only has a manufacturer’s

warranty we offered to send the tablet in for service however, she

refused. Ms. [redacted] was aware of our

Return and Exchange policy and decided to Voluntary Release the

merchandise. Once the voluntary release process has been

completed the residual balance will be applied to her account. Ms. [redacted] will be responsible for any

remaining balance on the account.

Attached is a copy of the signed Voluntary Release form that was obtained when Ms. [redacted] left her tablet at the store.

If we may be of further

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

Kind regards,

Customer Relations

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: 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 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: 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 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: 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: PLEASE NOTE: Complaint is regarding store located at [redacted] NOT the location on [redacted] in [redacted] as selected when I originated this complaint. The location on [redacted] does not appear in the drop down menu of choices.

I purchased an HP Spectre 2-in-1 Laptop from Conn’s Home Plus on 5/11/14. I used the laptop once when brought home to set up my preferences. Did not use laptop again until late July and noticed laptop was running very slow, screen would freeze up; screen would not change when scrolling.

I took laptop into the Conn’s store located at [redacted] on 8/3/14 so it could be sent to their service department. Approximately two weeks later, I receive a call from [redacted] at the store stating they could not duplicate the problem but did update the software. This concerned me as I did not want a computer returned to me that did not work. I called back to the store and talked to [redacted] and told him of my concern. After putting me on hold for quite some time, he returned to the phone and stated I was misinformed and the problem was duplicated and they updated the software. This “change in mind” about the repair of my computer concerned me but I returned to the store and picked up my computer.

I did not attempt to use the computer until 8/23/14 and the problem continued, only worse. Locks up, freezes up, cannot scroll through screens, touch screen works intermittently, cannot switch between Windows 8 Start-Up Window and standard desktop.

I called the store on 8/23/14 and spoke to a manager named [redacted] Expressed my concerns and [redacted] stated he would contact Customer Service and get back to me. I stated my concerns over Conn’s delays in responding and he advised “he was not like that” and would contact me. A week goes by and nothing from [redacted].

I return to the store on 8/30/14 and speak to [redacted] and he immediately attempts to brush me off without hearing my full concern and wants to send laptop out for service again. Although [redacted] remembers his previous conversation with me, it becomes very obvious at this point that this is standard for Conn’s – sell the product but offer no customer service, no guarantee on the product and do not stand behind what they sell. It is further obvious that [redacted] is well versed in pushing off the customer – his answers were rehearsed, he was smug, would not release name of store manager and was condescending.

Bottom line here is I have received run around from this company. Paid $1358.27 for a laptop that does not work. Service not able to repair and Conn’s will do nothing…..no exchange, no refund. I initially would have been fine with an exchange but now have no trust in this company after my experience and reading about the nightmares experienced by other customers / complaint from Texas Attorney General. I have paid faithfully monthly but now will no longer make monthly payments and expect Conn’s to take laptop back, refund the money I have paid to date, not charge me a re-stocking fee and close out my account / void contract.Desired Settlement: I have paid faithfully monthly but now will no longer make monthly payments and expect Conn’s to take laptop back, refund the money I have paid to date, not charge me a re-stocking fee and close out my account / void contract.

Business

Response:

Thank

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

records show on 5/11/14,

Mr. [redacted] purchased a Hewlett Packard PC/Tablet 2-N-1 with a limited 1-year

manufacturer warranty.

Mr. [redacted] contacted our service department on 8/03/14;

stating the screen was freezing and would not go to programs when

selected. On 8/11/14,

the service department received his PC/Tablet; the technician tested the unit

and unit tested ok. Our records show the technician updated all software updates/firmware

and the PC/Tablet was working properly and no issues were detected. Mr. [redacted] contacted service again on 9/07/14;

stating his PC/Tablet screen is freezing, wouldn’t scroll, and would not go

into the programs. We had another technician assess Mr. [redacted]’s

PC/Tablet on 9/18/14 and again no problem was found therefore we are unable to

honor Mr. [redacted] request to return the PC/Tablet.

If

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

Kind

regards,

Business

Response:

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

comments. Our records show

on 5/11/14, Mr. [redacted] purchased a

Hewlett Packard PC/Tablet 2-N-1 with a limited 1-year manufacturer warranty. Conn’s offer a 14 day Return & Exchange

policy on computers, computer equipment & accessories. Our return and exchange policy is given to

each customer at the time of purchase.

We had another technician assess Mr. [redacted] PC/Tablet on

9/18/14 and again no problem was found therefore we are unable to honor Mr. [redacted] request to return the PC/Tablet.

Mr. [redacted] warranty coverage is through Hewlett Packard, if he is not

satisfied with our technicians’ assessment and findings he may contact them directly

regarding the tablets performance.

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

Kind regards,

Consumer

Response:

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

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: 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: 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: Three days after I purchased my washer and dryer was delivered, I notified Conn's that I wanted to exchange the products because I was having service issues with both items. I have had four service calls. With my washer the service man told me that they are having issues with this particular wash, but they cannot do anything about it not cleaning my cloths or the washer becoming unbalanced and water levels not filling up to appropriate levels. The first service man told me not to mention exchanging the product to Conn's because they would not, but he want me to give him an Excellent Service evaluation so he could get a Christmas bonus. He also said that my dryer needed new rollers and I let them know three days after they delivered my second washer. The first washer they delivered to me started to make noises on the very first day they delivered and I called the service department an the guys who delivered my first washer came and brought me back the current washer I have that does not work properly. One service call the service man call me and told me he would not be able to make due to icy road conditions. On another occasions the service men were parked in my apartment complex, called me from there and did not come up to repair my washer and dryer or look at, but after I took a picture of them in the van and left, then they called me back. I do have the picture of the van at my apartment complex. I have stopped paying on my account with Conn's until they replace my washer and dryer. Instead of them replacing, they have threatened to just charge my card they have on file, told me that they will just charge off the account and it will remain on my credit for seven years, threaten me with legal services, constantly calling me at least three times per day for payment and will not replace my washer and dryer. I would like to file a lawsuit against Conn's and I will need some assistance or they just come and get all of the items I purchased and they refund me all of my money that I paid.Desired Settlement: I do not want to do any additional business with Conn's. I want them to come and pickup all of the items that I purchased and it returned to Conn's and all of the money that I have paid on my account refunded in full to me. I would also like a letter of apology from the president of the company. If I need to file a lawsuit please advise.Thanks,[redacted]

Business

Response:

Thank you for the opportunity to respond to [redacted]

complaint. Our records show on 11/07/13, [redacted] purchased a GE washer and

dryer both with a 24-month Repair Service Agreement Plan. [redacted] delivery

was scheduled and received in good order on 11/09/13.

After further review of [redacted] complaint, we found he

contacted our service department on two separate occasions for repairs on his

washer. [redacted] washer was assessed on 12/6/13 due to the unit not agitating

and again on 3/24/14 due to the unit not washing clothes properly. During both inspections

the technician checked all operations of the washer and was unable to find a

functional failure with the unit. The technician reported the washer was

working up to the manufacturer’s specifications however [redacted] was unhappy

with the unit.

[redacted] only contacted our service department once for

repairs on his dryer. On 11/13/13, [redacted] contacted service stating his

dryer was making thumbing noise. A service appointment was originally scheduled

for 11/26/13 however; [redacted] called to re-scheduled his appointment for the

next available service date which was on 12/5/13. Due to the weather the

technician was unable to meet the time commitment therefore [redacted]

appointment was rescheduled for 12/6/13. On 12/6/13, the technician found parts

were needed to complete repairs on the dryer. Our records show there was a

delay receiving the necessary parts to complete the repairs therefore; on

1/24/14 we agreed to exchange [redacted] dryer due to the repair delay.

As of 1/28/15, we have no records that [redacted] initiated

his exchange on his dryer since it was approved on 1/24/14. Our records show

[redacted] account with Conn’s was charged off on 12/31/14 therefore; the

option to exchange the dyer is no longer available. At this time we are unable

to honor [redacted] request to return or exchange his washer due to no

problems were found with the unit at the time of inspection; no additional

credit is owed to [redacted].

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

contact customer service at 1-877-358-1252.

Kind regards,

Review: I received a call from Conn's about an overdue account which I told them was incorrect. I explained we have never shopped in the store. The employee reaponded and said if I'd give my husbands date of birth then they could see if it was a mistake. I declined to give this personal information and she suddenly got incredibly rude and said if I refused to give the info then they would just keep calling back. So I asked to speak to a manager because I felt this was basically a threat. I explained this to the manager who had nothing else to say except "ok". The threatening nature of her comments were very upsetting and I think it is unethical to scare people into divulging personal information. I assured her she had the wrong person. I understand that there are those they need to collect on, but innocent people with the same name should not be harassed.Desired Settlement: I think employees need to be trained about the time they take with people. I most certainly will never do business with Conn's based on their treatment of me!

Business

Response:

Thank you for the opportunity to respond to [redacted] concerns regarding telephone calls she has received. The telephone number provided by [redacted] was linked to an account in error. We have placed a cease and desist on the telephone number. We ask that [redacted] allow up to 24 hours for the telephone number to be removed from our system. We value [redacted] and sincerely apologize for any inconvenience she has experienced due to this matter. If [redacted] receives additional calls after the 24 hours we ask that she contact us directly so we may research the matter further. Thank you, [redacted]

Review: We bought furniture from Conn's and paid for an extended warranty in the last year the bed rail has broke, the dresser and my box spring... it took a month to get the bed rail and when they sent the part to fix the dresser they sent the wrong part... and now they are saying I have to pay extra money to get my box spring... why do I have to pay extra money when I paid for a warranty... the customer service people are rude and they don't listen... they talk over you and refuse to get a manager when asked... I have been dealing with broken furniture for 3 plus months and pay 230 a month on broke furniture and they refuse to assist me or replace my stuff..Desired Settlement: I just want my furniture replaced like they told me they would do and they still have not. They told me last week it would be delivered today which is Monday and I called the store at 5pm and they said they can't deliver unless I pay a fee first... I just want my furniture fixed or replaced why have an extended warranty... if they won't do anything about it...

Business

Response:

Thank you

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

show on 4/05/14, [redacted] purchased a

[redacted] queen bedroom set which consisted of six pieces (headboard,

footboard, dresser, rails, mirror, and nightstand) with a 48-month

Furnituregard Plan on all six pieces; [redacted] also purchased a [redacted] queen mattress with a (limited manufacturer warranty) and a

[redacted] queen box spring with a (limited manufacturer warranty).

After

researching [redacted] dispute we found he contacted our service department

on two separate occasions.

· On 1/16/15 [redacted]

contacted us regarding his bed rails; stating the rails were broken.

A service call was scheduled for 1/27/15; during the inspection the serviceman found the

rails were damaged and needed to be replaced. The manufacturer provided

an exchange authorization to replace his rails. [redacted] exchange

was approved on 2/2/15 he was

issued a credit up to the original amount paid which was $100.00; [redacted]

initiated his exchange and his new rails were delivered on 2/08/15 in good order.

· On 2/24/15, [redacted] contacted us again on 2/24/15 regarding his dresser and box spring;

stating the dresser track was bent and the box spring was broken. A

service call was scheduled for 3/03/15 to inspect [redacted] box spring; during

the inspection the serviceman inspected the box spring and found the center

head to toe rail board broken in multiple places and non repairable. An

exchange request was submitted to the manufacturer for a possible

exchange. On 3/06/15, an exchange for [redacted] was approved

to replace his box spring; he was issued a credit up to the original amount

paid which was $150.00 to re-select a new box spring. On 3/17/15, the serviceman inspected [redacted]

and found the dresser had a bent guide rail. The serviceman ordered the

parts needed to repair [redacted] dresser and he was contacted and informed

the parts would be available within 2-3 weeks.

After reviewing [redacted] dispute we have confirmed his box spring

has been approved for an exchange. We

attempted to contact [redacted] in regards to his concerns but we were unable

to reach him at the time. We have scheduled

delivery for Thursday 4/16/15. If this

is not a good day for [redacted]; he may contact the delivery team to

reschedule the appointment. Conn’s

delivery can be reached at [redacted]

If we may be of

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

This was by far the best moving company I've ever dealt with. They showed up on time, actually a few minutes early,and got right to work. They worked so efficiently I couldn't believe it. They had my house emptied in an hour! When we got to the new house they had everything in place and put together in record time. They worked well with each other, they had a great system going. They even offered to let us plug stuff in before they moved the furniture back where we might not get access to the plug. No ruined or broken furniture, of which mine had glass pieces. I was superbly impressed and have not one negative thing to say.