Conns Appliance, Inc.

Review: On [redacted], T purchased a dinette set from Conn's, located at [redacted](Store No. [redacted]). At the time I was considering the purchase [redacted] was my salesman. Twas uncomfortable with the purchase price of$833.27. I told **. [redacted] that I was not going to take the dinette set. He said, "Just a minute" and called over a gentleman who said he was the [redacted]. He stated that ifT would go ahead with the sale, he would give me a form to mail in which would

rebate my delivery charge of$129.00. He stated that ifi applied thi.s amount to the sale price of

$833.27, this would leave me paying only $704.27 for the dinette. I agreed to the sale and he gave me

a form to till out. My dinette was delivered on [redacted].

I mailed in the rebate form but after several weeks I did not rece.ive a check for the $129.00. I went back into the store and talked to a man who said he was an [redacted]. He told me that the store had no control over whether I received the rebate or not but gave me a phone number to the customer service department. I called the customer service dept. and was told they had received my rebate form but that my purchase did not qualify for the rebate(she did not explain why my purchase did not

qualify). I explained that the store [redacted] had told mel would receive it. The customer service agent

them stated she was going to go ahead a.nd send me the check under those circumstances and that I would receive it in seven to ten days. I never received anything from them. I eventually called [redacted] (my salesman) who said he remembered what the [redacted] had said but that it was out of his hands. I have called the store back on two different occasions and have been told that the store had no control over whether I received the check or not.Desired Settlement: I feel I was tricked into purchasing the merchandise. J would not have bought the dinette if not for the [redacted]'s assurance of the$129.00 rebate. Of course, now the store, the [redacted], and the salesman say that they have no control over whether I get the rebate-,1•. I feel that Conn's is dishonest with their customers.

Business

Response:

Review: I purchased a refrigerator in Conn's in Houston in October 2013. The sales person told me that there was a shipping mail in rebate of $79, so I would pay the $79 shipping charges the day of the purchase, and then I should send the request for the rebate to get the refund of those $79. This advertisement is all over the store as well and placed with signs, specifically on those appliances or products that are elegible for such rebate.They say it takes around 8-10 weeks for the customer to get the check.I was supposed to get it on January ** at the latest. I never got it so I called to the rebate department and they cancelled the check (supposedly) and sent a new one, which has not yet arrived(more than 8 weeks after my first complain). I called near February and they told me the processing started again when they cancelled the first check (in January) and it would take another 8 weeks to arrive. So I called again and they told me that the check was re-processed only until February the [redacted] and would take another 8-10 weeks to get to me.I believe it is enough time and I feel like they have been kidding me with this false advertisement.It has been more than 4 months since this 8-10 weeks rebate started and I am afraid they will continue with excuses of lost checks and long processing times.

Product_Or_Service: RefrigeratorDesired Settlement: DesiredSettlementID: Other (requires explanation)

I want my rebate of $79, not because is a lot of money, but because is what they advertised. I am not asking for more or less. I want Conn's to comply with their advertisement and prevent other customers from falling into their lie.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. We deeply apologize for any inconvenience this issue may have caused. We have reviewed [redacted] complaint and found her rebate is currently still in processing status with the rebate department. [redacted] complaint has been escalated and Conn’s has agreed to honor the rebate and expedite the check refund. [redacted] should receive her refund within 7-10 business days.

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

Kind regards,

Customer Relations

Review: I purchased a new LG refrigerator at the Baytown, TX location less than 2 months ago. Saturday, July 12 I realized that everything in the freezer had thawed out. I called the 1800 number for service and was told I would receive a call on Monday, July 14 to schedule service. I never received a call so I called them that evening and was told that they had scheduled my service for the next day which would be July 15. On Tuesday the service technician came out and said that the compressor had gone out and it would take 3-5 for the part to come in but since it was a refrigerator part he would try to have his manager expedite the part. The service technician was also supposed to bring us the food loss form but failed to do that. He promised he would bring it the next day, Wednesday, July 16. He also failed to do that and quit answering our phone calls. After hearing the news from the technician on Tuesday that the compressor had gone out I called the customer service again and requested that they replace my refrigerator seeing as I just bought it and it is already broken. I have only made 1 payment on the appliance and I am paying for a brand new fridge...not a refurbished one. Not only are the customer service representatives very unhelpful, but they are also very rude. I have called every number I can find and I have called the store. No one can seem to get me a manager to speak to. They promised me a manager would be calling me back but I have yet to hear from one. I did however find out yesterday(July 16) that the part will not even be in until July 23. I have small children and I cannot even keep food in my house to feed them. One of my children is still a toddler which needs to drink milk still and I cannot keep that in the house for her. Waiting a week without a refrigerator for a part just so I can continue to pay full price for a repaired refrigerator that I haven't even had for 2 months is unacceptable. I also had to unplug it because it smelled like it was burning, and now it stinks.Desired Settlement: I would like them to either replace my refrigerator immediately so that I can supply food for my children or allow me out of my contract will full refund so that I can go purchase a new one somewhere else. I also would like to be given the food loss claim form and reimbursed immediately for the food loss we incurred so that I can replace our food.

Business

Response:

Thank you for

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

on 5/26/14, Mrs. [redacted] purchased a LG refrigerator with a

24-month Repair Service Agreement, installation, and delivery totaling

$1,405.64. Our records indicate Mrs. [redacted] was scheduled for delivery

and received her items on 5/27/14. On 7/13/14, Mrs. [redacted] contacted us regarding her refrigerator;

stating the freezer was not cooling. A service call was scheduled for 7/15/14; upon the

inspection the technician found the thermistor needed to be replaced. The

part was ordered and once received the repair was scheduled for 7/24/14; on the day of

service the technician found the part did not repair the refrigerator. An

exchange request was submitted and approved on 7/26/14. Mrs.

[redacted] was contacted on 7/28/14, and she was informed of her exchange approval and

will be going to her Conn’s store this week. We sincerely apologize to

Mrs. [redacted] for the experience and the inconvenience as a result of

delay.

If we may be of

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

Kind regards,

Review: We went to Conns back in [redacted] to purchase a stove. When we were going to purchase the stove my wife voiced some concerns she had regarding the brand they had. The sales associate assured her that if she had any issues with the product for her to let him know and that he would replace the item with another brand. He also said that they had never had any issues with that brand. We bought the stove in [redacted] and in [redacted] we had our first issue. We called him and he set up a service call. They came in and said it was because it was brand new and they addressed the issue. One if the ovens stopped working in [redacted]. They came in on [redacted] and the service tech said they had to replace the motherboard. My wife called the sales guy and he said to go into the store where he sent an email to his corporate office. He said there was not much he could do but wait . He assured my wife is that if we had any issues he would personally see to it being taken care of with a replacement from another brand . Now that we are in the situation everyone is just giving us the run around. They should not make false statements just to get the customer to buy their products. I just don't want to deal with a broken stove if it was recently purchased . I would understand if it was years old but it has only been months!Desired Settlement: To be replaced by another new stove from a different brand or for them to take it back if they are not wiling to replace it without it being put as vouluntary repo as they said it would be if we took it back. It is not our fault that they make false statements to sell products. The customer service rep said I had ten days to make a payment without it being counted late and that the issue would be addressed ASAP but I have not heard anything one person says to call the other. Thank you.

Business

Response:

Review: Conn's has the wrong phone number for one of their customers. I tried explaining that the number was incorrect for years now but they refuse to update the phone number and continue to call my phone and send me text messages. When I called today to ask them to update the customer's information I was told no and hung up on. I almost feel harassed with all of the calls and text messages.Desired Settlement: I just want my phone number removed completely from their system. I don't want a message saying not to contact me because that isn't working.

Business

Response:

Thank you for

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

Mrs. [redacted]

stated she has received phone calls regarding an account that is not hers.

According to

our records, the phone number provided by Mrs. [redacted] was linked to a Conn’s account

in error.

We have placed

a cease and desist on the telephone number provided by Mrs. [redacted]. If she should receive any additional calls,

we ask that she contact us directly so we may address the matter further.

We sincerely

apologize for any inconvenience Mrs. [redacted] experienced due to this matter.

Review: On 29th of December I bought a living room set at Conn's. The next day the delivery team came with missing items. I also noticed that one of the sofas was defective. I realized after I had signed for it and the people had left. The following day the team came back to finish the delivery and I told him what I had noticed about the defective sofa. He checked and confirmed it was defective and decided not to finish the delivery. So I stayed with 2 pieces from the set waiting for a change because we decided we did not want a factory defective item. Conn's said they would send a technician who showed up till the seventh of January. He fixed it but said that it came defective from the factory and we never received a call from them so I began calling them and went to the store where I bought the set. They made excuses and pretty much laughed in our faces saying that since we signed they are not liable and we cant do anything about it. After Calling them a lot and begin for an answer finally someone answered. A gentleman Named [redacted] from Conn's headquarters finally talked to my wife and told her that they were going to make the exchange because we had called the first day we received the set and because it is in their policy. then we get a call from the assistant manager of [redacted] and told us that he had good and bad news. saying that we can only get the same type of set but in the policy it doesn't say that plus we don't want the same items. then he started threatening us telling us that he would give us higher interest rates and less time to pay the set. we told him that we talked to [redacted] and he began to calm down but told us that regardless all he would give us something with a different color. On the 23rd they told us they was going to bring us the last piece of the set but I don't want it because they refuse to give us the exchange .Desired Settlement: We want an exchange to something totally different or just to cancel the whole thing and we dont worry about it.

Business

Response:

Thank you for the opportunity to respond to Mr.

[redacted] complaint. Our records show on 12/29/14, Mr. [redacted] purchased the Corinthian

Lowery furniture set which consist of three pieces (sofa, loveseat and

recliner) all with a 48-month FurnitureGard Plan. [redacted] sofa and

recliner was scheduled and received in good order on 12/30/14 however; the

loveseat was not available for immediate delivery and was rescheduled for a

later delivery date.

After further review of Mr. [redacted] complaint, Conn’s has agreed to honor his request for an exchange for

a different furniture set as a gesture of goodwill. Mr.

[redacted] received an in-store

credit on his sofa and recliner in the amount of $1724.98 (which was the

original amount paid) to re-select different furniture. Also, we show the

loveseat has not been delivered therefore; Mr. [redacted] may re-select another

furniture piece for this item up to $874.99 (which is the original amount paid)

totaling $2599.97 for all three furniture pieces.

On 2/10/15, we spoke to Mrs. [redacted] and informed her of the approved exchange. Mr. [redacted] may visit his

nearest Conn’s to initiate his approved exchange. We sincerely apologize for

any inconvenience Mr. [redacted] experienced as a result of delay.

If we may be of further assistance, Mr.

Alvarez

may

contact customer service at [redacted].

Kind regards,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

Review: sales people do not know product or rules. the first day I was told if I did not want the mattress I purchased I could return it, then was told I could not return it for 30 days (product rules), I had to keep the mattress for 30 day even though it was causing my back to hurt, then a mananger said I could get my money back, came right back & said I could not. also told old mattress would be taken away, they came back & said no they cannot take away, sales person said they were taught in training the old mattress would be taken away, they had the wrong price on the mattress I purchased, I caught the mistake, not the sales person. was told I could only exchange mattress, not return it. spoke to 3 managers all telling me diffent rules, one manager discourged me from calling the company to complain,he said it was not going to do me any good to complain, (he was right)i called anyway from the store, they took the complaint, said I would receive a call from the main office, that was June 26th, no call yet. I just received a call from conn's stating I owe $88.00 in restocking fees (because I exchanged mattress)that is 38 days past due, this is the first I am hearing of that. They tell everything after the fact, do not answer questions truthfully, they just want to make a sale and do not care what they tell you, proof is the manager told me it would not do any good to complain and I see that is true. the have signs up stating 100% customer satisfaction, but could care less. they have the worst customer service ever, no knowledge of product, procedures or policy. I did ask up front from the sales person about returning the product, she said I could. I received the return policy as a jacket cover for the signed paperwork, after I signed all the paperwork, but I had no reason to question the policy because I had already asked what I wanted to know. I could go on and on about my experience there. all they do is apologize after every mistake as if that is the solution to clearing their lies.Desired Settlement: I want my account closed, they can have the product back.

Business

Response:

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

show on 5/26/14, Mrs. [redacted] purchased a Serta Queen mattress and box

spring with a limited manufacturer’s warranty. After further review, we show on

6/26/14, Mrs. [redacted] was approved to exchange her mattress without the

$129 exchange fee. Mrs. [redacted] re-selected a Serta Genius Queen mattress

and received delivery in good condition on 6/28/14. At this time, we are unable

to honor Mrs. [redacted]’s request to return the mattress and close her

account due to Conn’s Return and Exchange Policy for mattress’ which states;

Mattresses can only be exchange within 30-days for a mattress set of equal or

greater value with a $129 exchange fee. We sincerely apologize for any

inconvenience Mrs. [redacted] experienced during this process.

If

we may be of further assistance, Mrs.

Hollingsworth 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,

I did not expect a resolution as the manager at Conns did state that nothing would be done about my complaint. He knows the company he works for. My complaint is the standard business practice of Conns lying to customers to make a sale and when confronted they simply apologize for the lie as if that makes it all better. There is no disclosure of the truth, they say what is necessary to make the sell. The first mattress was returned because I had no choice as the sales person stated I could return it for refund if not satisfied, but when I attempted to do so I could not. They are taught to lie as a standard business practice to make the sell and apologize later.

Review: My [redacted] and I purchased a washing machine in [redacted] of [redacted] (this year...6months ago). We paid in cash for the machine and even purchased an extended service plan through Conn's for it (paid $[redacted] for it). A few months later, the machine breaks down...it does NOT wash on any cycle. We go in to the local store to ask what can be done, the RUDE manager (a male) says "we can't do anything about it, you have to call customer service and schedule a repair through the manufacturer (**). We call customer service and they state that they have a "policy" that states that we, the consumer, have to go through the manufacturer for repairs first throughout the first year of ownership before Conn's gets involved (in which case, why the heck did we buy an extended service plan with Conn's?). Since then, ** repair people have gone to our home several times to "FIX" the issue which to this day, has not been resolved. Parts have been ordered, installed and NOTHING! I'm still going on the weekends to wash in the laundry mat (I have a [redacted] whose clothes must be washed weekly and I am having to pay for child care every weekend so that I can go and also waste money at the laundry mat to wash my family's clothes when it should be done with the brand new machine I paid in full for at Conn's...RIDICULOUS!!!). I was soooo frustrated with this ridiculous policy of Conn's I called customer service again and demanded something be done (replace the defective item or give me my money back that I paid in full for) immediately. On [redacted]) a service man from Conn's comes out to my home and promises to call my [redacted] back with word on what will resolve our situation and he never called. Upset, I called customer service AGAIN and they tell me that the service man ordered a part for our machine YET AGAIN it will be here by the 22nd of this month!!! No promises that it will make the machine work. I asked complaint department yet again if I can just have the machine replaced or to give me my money back and they said "at this time ma'am we just have to wait for your machine to get serviced by our technician before he deems it irreplaceable". I am not asking for a handout. I just want what is fair...a replacement machine of equal value (new) or my money back so I can go to a REPUTABLE business that will work for the customer NOT against us. I WILL NEVER DO BUSINESS WITH CONN'S EVER AGAIN!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!Desired Settlement: I NEED THESE PEOPLE AT CONN'S TO UNDERSTAND THAT THEY'RE CUSTOMER SERVICE SKILLS ARE QUESTIONABLE AND I NEED MY MACHINE REPLACED ALREADY (too many parts ordered with no resolution and too many weeks have gone by and my machine is still inoperable) OR MY MONEY BACK SO THAT I CAN BUY FROM A BUSINESS THAT WON'T GIVE ME THE RUN AROUND AND RESOLVE MY ISSUE RIGHT AWAY IN A COMPETENT MANNER!!!

Business

Response:

Thank

you for the opportunity to respond to [redacted]’s complaint regarding a

purchase made under the name [redacted]. Our records show on [redacted],

[redacted] purchased a ** high efficiency washer from us with a 24-month

Repair Service Agreement which he elected to pick up from our East Expressway

location in [redacted].

[redacted] contacted our service department on [redacted];

stating his washer would stop in the middle of the cycle. We contacted

the manufacturer on [redacted] behalf and they scheduled an appointment with a

service provider in his area. [redacted] contacted us on [redacted];

stating his washer was malfunctioning again. A service call was scheduled

with a Conn’s technician due to a delayed response. On [redacted],

the Conn’s technician completed [redacted] washer repair; the technician

replaced main board and control. We spoke with [redacted] on [redacted];

[redacted] confirmed the washer has been repaired and is operating

properly. We sincerely apologize to [redacted] for the experience and

any inconvenience that was caused as a result of delay.

If

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

Kind

regards,

Review: I purchased a stove on the notion it did something that was advertised. I asked the salesman 3 seperate times if this particular stove offered the advertised feature. He said yes all 3 times. I purchased the stove and when it arrived at my house. I discovered it did not. They will not accept my return without a 15% restocking fee, even though they sold me the wrong item.Desired Settlement: I want a full refund with no stocking fee.

Consumer

Response:

This letter is to inform you that Conn's has carried out to my satisfaction the resolution it proposed for my complaint, filed on [redacted]/2014 1:26:47 PM and assigned ID [redacted].Regards,

Review: I purchased a [redacted] computer from Conn's in [redacted]. It only worked for me for about a month. I didnt have a chance to return until the first week of [redacted]. I took the computer to have service repair. It was returned to me on [redacted]. I went home and it still did not work!! The very same day I picked it up from having been serviced it didnt work. Unbelieveable. I went to the [redacted] on [redacted]. He said maybe its the battery.I had to go home and get the battery charger, they tried to work on it in the store for about an hour. It still did not work. They said they will send back to service. I waited for about a week and went on [redacted].The computer is still not here they told me "waiting for a part." On [redacted] I called the service center....they told me "waiting for a part". So, I said this is riduculous. I need my computer. [redacted] (a [redacted]) in service said "well we can try to get an exchange." He said he will call me on Friday [redacted] and Nothing. So I went to Conns in Arlington and spoke to [redacted] on [redacted].. He said..."let me find out something I will call you MOnday". NOTHING. I went to the store on [redacted] spoke to [redacted]..he said I will call you tomorrow...which is [redacted]..NOTHING!CAN SOMEONE PLEASE HELP ME !!!!!!Desired Settlement: I would like a refund or some type of credit for all of this nonsense and time and gas wasting.

Business

Response:

Review: I purchased a washer/dryer 2 months ago and just recently my dryer has started melting clothes items set on low heat then it started to shut off we would have to unplug then plug back in to get it to work my fiance was seriously shocked by this dryer. We continue to contact conns for a new dryer, we have a manufacturers warranty and are paying for an additional warranty but all that happens is a customer service rep will apologize and say that someone will call me back and they never do finally I was able to schedule an appointment and the service tech showed up stating that if it were up to him I would get a new dryer that the dryer I have is faulty and dangerous but its not up to him because he works for conns and they will not do that! so unfortunately he would have to leave dryer (that is dangerous) and order a drum and whole new memory board but because it is before thanksgiving and [redacted] it would take 3 to 4 weeks or longer to get part and wwe would have to use a faulty dryer mind you that has already melted clothing and shocked my fiance and could possible start fire to home with childrenDesired Settlement: I would like a new working non faulty dryer asap

Consumer

Response:

This letter is to inform you that Conn's has carried out to my satisfaction the resolution it proposed for my complaint, filed on [redacted] and assigned ID [redacted].

Regards,

Review: I had a delivery from Conns twice in November 2013, the 2nd set of delivery men damaged our floor.I have been reaching out and I have sent pictures like they have requested and no response. **This was a brand new home and nothing was in the room til Conns delivered the merchandise.Desired Settlement: The deposit to the home is 1275.

Business

Response:

Thank you for the opportunity to respond to Ms. [redacted] complaint. Ms. [redacted] has been contacted

regarding her concerns and a settlement agreement has been reached. If Ms. [redacted] has any additional questions or

concerns she will contact me directly.

Kind regards,

Kathryn James

Review: Purchased a ** receiver opened it a week later as it was a present and it didn't work. Contacted the store and they said they could return it fir a 15% restocking fee that's over $150 they asked me to pay so they can take back a Broken product. Finally after they agreed to repair it at their expense I got it back still broken "the manager checked it before I took it home". Sent it back again and they said nothing is wrong with it. 7 weeks later [redacted] they still have the broken unit they won't replace it and every time I call to get something resolved I argue and get hung up on for hours to end up with nothing.Desired Settlement: All I want is a replacement at no cost.

Business

Response:

Review: I purchased a sofa from Conns on [redacted]. After delivery we discovered that a electrical part was missing which caused the loveseat not to function/recline. I called Conns to report the problem and discovered that the love seat was part of a sectional, and further more they could not replace the missing electrical part. I was also informed that all items sold could not be returned and were sold as is. If I was informed about the store policy in advance; I would not have purchased the loveseat at all. Now I am stuck with a non-functioning loveseat that I have no use for. I feel the store is responsible for resolving this problem in efforts of providing good customer service and for not informing me of the store policy at the time of purchase.Desired Settlement: I would like to see this matter resolved by either returning the sofa for a refund or at least paying $350.00 totally without the finance charges applied. The total price without interest was $591.25 after interest was added the total was $948.72. Conns is also charging an additional cost of $75.00 insurance.

Business

Response:

Thank

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

records show on 7/27/14,

Mrs. [redacted] purchased a [redacted] left side facing sectional from our [redacted] location in [redacted] as a floor model. Mrs. [redacted] made her purchase

and elected to take her sectional from that location on the same day.

Mrs.

[redacted] contacted our service department on [redacted];

stating the sectional was not reclining, the wires were cut, and the motor was

missing. A service call was scheduled for [redacted];

during the inspection the serviceman found the sectional was missing an outlet

plug and all the cables were torn.

After

reviewing Mrs. [redacted]’s complaint Conn’s has agreed to honor her request to

return or exchange the sectional up to the original amount paid on her invoice

$591.25. Mrs. [redacted] has been contacted

and is aware of the approval. We

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

that has been caused.

If

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

Kind regards,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.

Sent: Tuesday, [redacted]

To: drteam

Subject: RE: Referrence Number [redacted]

I would like to thank you for your assistance. I received a phone call from Conn’s on yesterday and they have agreed to resolve the issue by allowing me to return the sofa.

Thank you again!

Review: Over a month ago, I sent my [redacted] laptop to be serviced. It still worked, just needed some cosmetic work. 2 weeks later they called and said the laptop was ready but while servicing, they had found a minor issue that they could take care of by ordering a new part, it would just take a few more days. I thought since it was already there, why not. 2-* weeks had passed and I didn't hear anything back. I gave the service line a call at the end of the first full week of November and they tell me that the laptop was actually going to be replaced and was approved on [redacted]. No one called to tell me. The rep on the phone told me it was a full replacement of the se product. When I get to the store, they bring me an HP laptop that is a serious downgrade from what I had originally purchased. The processor is much slower, it doesn't have blu-Ray capabilities, and the quality is far from the Sony laptop I paid in full and had purchased a warranty for. I was upset and requested that I get the laptop I paid for. The man at the store simply said, this is what they approved you for there is nothing I can do, I can call Customer service to try to get it resolved. When I called customer service, first, they took over 20 mins to even begin to give me a resolution. After waiting over a month for the laptop, they tell me I must submit a "help desk ticket". And the answer would come back in two days. I accepted this and called back. When I called they said they were not going to replace it bc I have the laptop in my possession. I tried to leave the laptop at the store before taking it home and the man said that if I left my laptop yet are not responsible. So I took it with me in hopes of a possible resolution. After going back and forth and explaining that the laptop yet provided is a serious downgrade from what I paid, they still refused any sort of trade, credit or refund. They only offered to place another "help desk ticket" I was even more frustrated at this point and requested it be escalated to have some resolution bc this was extremely poor service from the start. They refused and I accepted putting in another ticket for the exact same reason knowing it would come with the same outcome. I thought maybe the [redacted] at the store could be a little more helpful, so I went back to the store with the laptop and explained to the [redacted]. He was no help, not sympathizing or offering any kind of assistance. As a matter of fact he seemed bothered it was there and just passed me back to the customer service line. I requested at least a trade for a laptop that would be the same, I was even willing to pay the difference if I had to. He refused. He was very cold in his response and seemed unwilling to help. Altogether my experience with Conns has been unsatisfactory as well as unacceptable. I paid for a Sony Vaio with specific features and great processing power. I paid a warranty for it as to ensure it would be ok. They gave me back a laptop that is so much a downgrade it's ridiculous. It claims to have the same price point but is nowhere near what I paid for as far as quality. They failed to call me to say they were going to replace my laptop and as far as I've been educated, there was nothing wrong with the way my laptop was operating so there wasn't even a need for replacement. I just want the laptop I paid for or my money back at this point. I'm so done with conns and their lack of customer service.Desired Settlement: I would like a replacement of either the laptop I paid for, or a full refund. Not credit.

Business

Response:

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

Our records show on [redacted] purchased a [redacted] laptop with

a 25-month Repair Service Agreement.

We received [redacted] complaint and found she contacted our

service department on two separate occasions regarding her laptop.

Review: I purchased a living room suite in January 2014 from Conn's, The rocker recliner had to be replaced 3 times, due to quality issues.Within two months the sofa started to fade from brown to a light gray, and was flaky looking, this is a leather sofa. I had started calling Conn's to see about a replacement, in February 2014. They finally sent some one to look at leather sofa in May 2014. The furniture is poor quality and the service is really poor, I had talked to about 20 different personnel with Conn's. I finally had to stop making my payments, just to get Conn's to reply to my request to replace the sofa.This has taken almost six months, completely unacceptable.I will never purchase another item from them again.Desired Settlement: Replace sofa, with a new sofa or come pickup all items I purchased from Conn's

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted] complaint. Our records show on 12/18/13,

Mr. [redacted] purchased a Corinthian Lowery reclining furniture set which

consists of three pieces (sofa, loveseat and recliner) with a 48-month

FurnitureGard Plan. On 4/29/14, Mr. [redacted] contacted us stating leather on the

sofa is turning white. A service call was scheduled for 5/15/14, upon

inspection the technician found seat cushions covers were discoloring. Although

discoloration is not covered under the Terms and Condition with the

FurnitureGard Plan that was purchased, Conn’s agreed to exchange Mr. [redacted] sofa as a good will gesture. Our records show on 6/13/14, Mr. [redacted] was

scheduled for delivery and received his sofa in good condition. We sincerely

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

If

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

contact Customer Service at [redacted]

Kind regards,

Review: I purchased a dishwasher from Conns ([redacted]) on [redacted] and was not given a invoice/contract. Two months later and I still have no documentation.

On [redacted] I went to the Conns on [redacted] and purchased a dishwasher ([redacted]). Upon delivery I was told the washer was too big to fit in my house. I would have to find another. So I went back to the same location on [redacted] to sign the new contract on another dishwasher ([redacted]). At that time I asked if I needed a copy of the new paperwork and I was told no. Yesterday when the installation man finished and asked me to sign the paperwork again I was told I didn't need a copy. SO, I have absolutely NO documentation, not even a receipt for this new dishwasher. Do you think maybe y'all could mail me a copy for my records please? Please mail me this documentation as soon as possible. Also, please feel free to contact me if you have any questions.

This is a copy of my original email to Conns. They have sent me the wrong invoice(s), hand written invoices with prices marked through - I have a mile long paper trail of them promising to send it - and I either get the wrong invoice or nothing at all. I have given them TWO months - and I do not have the invoice. I've even been drilled by their customer service as to why I even needed the paperwork. Plain and simple - I want a PRINTED (not handwritten) invoice for my ** dishwasher (NOT the [redacted] that I originally bought), an invoice that shows the price adjustment - and the serial number and the model number. I have no idea WHY they cannot do this. I have LOST my opportunity to file for a energy rebate with my light company ($50) - and I feel like Conn's now owes me this $50 for their inability to do something as simple as give a customer an invoice - for TWO MONTHS! I paid BIG MONEY for a service policy on this dishwasher and I have nothing to show for it. I don't want them calling me at work again - it just makes me angry - I've lost my patience with them.Desired Settlement: I want the CORRECT invoice for the ** dishwasher that is NOT handwritten - that contains the serial and model number. I also want an account credit issued for $50 for my lost opportunity to file a energy star appliance with my light company.

Business

Response:

Review: They had an advertised price on the shelf of $349.99 but when we went to check out it was $799.99.. So Im asking them to honor this pricing of $349.99 [redacted] Mar 23 07:44 PM

My name is [redacted], I was in your Conns Store today around 2:30pm, we were looking at your home theater systems. You had a salesman by the name of [redacted] that was helping us, very nice kid. We found the one that we wanted so we asked [redacted] to show it to us already set up on one of your TV's, so he did, it was awesome. The price was $354.99, and [redacted] confirmed this by looking at the price with me that was posted on the shelf with the box. But when we went to finalize the payment and everything the price was $799.99.... I asked the assistant manager to honor the price that was advertised but she gave me a very LAME excuse that corporate wouldn't approve it, I told her that corporate nor Conns wants a customer that shops here a lot to gripe and give ya'll a bad rating. So I'm asking for your help in this situation. Also FYI once I made the demand for Conns to honor that price the sales people came and pulled the wrong advertised price and put the correct one. So I actually saved you from someone else doing this also. I would like for Conns to honor the price as advertised.... That is the right thing to do here. So please will someone call me so we can discuss. Thx [redacted].......................Desired Settlement: I would like Conns to HONOR their priced as advertised on there shelf, PERIOD...........

Business

Response:

Thank you for the opportunity to respond Mr. [redacted] complaint. On 3/23/14, Mr. [redacted] went into the Central Expressway location in Dallas, TX to purchase a home theater system. The manufacturer of the home theater system Mr. [redacted] was inquiring about makes several models that appear to be the same. All home theater systems are displayed in one area. The model numbers are listed on the sales tag for items that are marked down. We have reviewed Mr. [redacted]’s complaint with upper management, and have determined that there was no error on the sales tags. We will not be able to honor Mr. [redacted]’s request and honor the price.

If we may be of further assistance, Mr. [redacted] may contact Customer Service 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. For your reference, details of the offer I reviewed appear below.

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

Regards,

The upper management has made a decision based on the wrong facts and I'm sure it was facts that there own employees told them.... I was looking at two separate models of surround sounds.. I choose the one that sounded best... They were two total different brands... The display tag had a price of $346.99 but when we checked out it came up $799.99 and your (Conns) own employees and a assistant manager seen this price as noted... They went to the main manager and he said he could not honor that pricing... I said that was wrong to lead a customers on like this.... I didn't make a scene or anything we just left the store... But the two Conns employees that seen the pricing was [redacted] and [redacted]. They seen this pricing as I stated. If you want to be dishonest than do be it..... Your upper management do nothing but say no.... Thanks , waiting for your response....

Business

Response:

Thank you

for the opportunity to respond Mr. [redacted] rebuttal. Mr.

[redacted] spoke with our Customer Relations department in March and was advised we

are unable to honor his request. We

researched his concerns immediately and did not find an error on the sales

tags. Conn’s sales tags list the price

and had model number below.

If we may

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

Review: We purchased a [redacted] washing machine from the Conns dealer on [redacted] in Katy, Tx. The machine was purchased in [redacted]. We have had Conns repair out 3 times plus one time no call/no show for service. Each time they have come out to service the machine it has been for the same thing and they have tried to fix 3 different things. The washer doesn't spin on the spin cycle. The tub gets off balance and shuts off. The machine will then start to fill with water again and try to re-spin. It will continue to do this until the machine gets turned off. In the contract that we received from Conns, it clearly states that after 3 service attempts, if repair can't be made then they will replace the machine with one that is the same or equal in value. We have tried getting [redacted] involved because they need the work orders to grant a replacement. [redacted] has not been able to get the work orders from Conns either. We have a family of 7 and do about 2 loads of laundry a day and have been borrowing machines or going to the laundromat. We are very dissatisfied with Conns service and want nothing more than a new machine. We will never buy anything from Conns again. I will notify all my friends and family to not buy anything from Conns and will put my message on social media as well. -

Product_Or_Service: Washing MachineDesired Settlement: We want a complete reimbursement for the machine. We don't want store credit since we will never walk into another Conn's store again.

Business

Response:

Review: [redacted] I WENT INTO CONN'S AND SPOKE TO SALESMAN,ROBERT [redacted]. TOLD HIS I WANTED TO ADD FURNITURE TO MY EXISTING ACCOUNT ([redacted]) WHICH I WAS PAYING $131/MONTH, AND I DIDN'T WANT TO GO OVER MY NEW PAYMENT BUDGET OF $250/MONTH. THE TRANSACTON WAS APPROVED AND FURNITRE DELIVERED. A MONTH LATER I GOT A SEPARTE BILL FOR A NEW ACCOUNT ([redacted]) WHICH HE OR CONN'S OPENED UNDER MY NAME WITHOUT MY APPROVAL. NOW I AM OVER BUDGET AND HAVE TO PAY $131 AND $250 EACH MONTH. VARIOUS CONTACTS WITH CONN'S AND THEIR MANAGERS STATES THAT THEY ARE SORRY ABOUT THEIR MISTAKE BUT CAN'T HELP ME. THEY WILL NOT TAKE SOME OF THE FUNITURE BACK TO DECREASE MY BILL. THEY STATE FOR ME TO NOT PAY AND HAVE IT AS A LOSS IN MY CREDIT. I DON'T THINK I SHOULD HAVE TO PAY FOR THEIR (ADMITTED) MISTAKE AND BETTER EMPLOYEE INSERVICING IS NEEDED. CONN'S ALSO STATES I SHOULD HAVE COMPLAINED WITH IN SEVEN DAYS, YET THE NEW STATEMENT BOOK DOES NOT ARRIVE FOR 30 DAYS. THIS MISTAKE HAS COST ME TO START BEING LATE ON OTHER ACOOUNTS BECAUSE THEY MADE ME GO OVER BUDGET. UNABLE TO SCAN SUPPORTING DOCUMENTS BUT I CAN DELIVER THEM OR MAIL THEM.

The best way to contact the consumer is via email [redacted]Desired Settlement: I WOULD LIKE FOR CONN'S TO TAKE RESPONSIBILITY FOR THEIR ASSOCIATES ACTION(S) AS OTHER BUSINESSES DO. I WOULD LIKE FOR THEM TO COMBINE BOTH ACCOUNTS AND EXTEND THE TERMS OF THE LOAN (MONTHS) SO WHICH I CAN PAY THE ORIGINAL AGREED $250/MONTH. I WOULD LIKE TO KEEP MY CREDITE WITH CONN'S AND MY GENERAL CREDIT SCORE HIGH. THEIR SOLUTION OF 1) JUST NOT PAYING AND NOT TAKING PART OF THE FURNITURE BACK, ALLOWING MY CREDIT SCORE TO TAKE THE HIT AND

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted]'s concerns regarding the 32-month installment contract that he signed [redacted] for the purchase of furniture. The purchase price on invoice 23017862 was $5643.63, and the total financed amount including insurance and finance charges was $8497.28. The monthly payment designated on the contract is $265.54.

Prior to this contract, Mr. [redacted] signed a 32-month installment contract on [redacted] for the purchase of a washer, dryer, and twin bedroom furniture. The purchase price on invoice [redacted] was $2776.38, and the total amount financed including insurance and finance charges was $4172.80. The monthly payment designated on the contract is $130.40.

Based on the information provided above, we would have been unable to accommodate Mr. [redacted]'s request to have a monthly payment of $250.00/month for both accounts combined. Mr. [redacted] signed each contract and has a contractual obligation to fulfill the terms of each contract.

Furthermore, on the date of purchase, our salesperson provided Mr. [redacted] with a copy of our Return and Exchange Policy that states that we do not take returns on furniture. If Mr. [redacted] returns this merchandise, it will be a voluntary repossession and will report on his credit as such.

We will send Mr. [redacted] a copy of the signed contract and account ledger to review and retain for his records.