Conns Appliance, Inc.

Review: I purchased an [redacted] at the Conn's [redacted] location a little over a year ago and purchased insurance to go with it so that any issue with my machine would be resolved. I moved to [redacted] late [redacted] and the closest location was in [redacted] Texas when my computer started having issues. I took my PC there sometime in [redacted] and they did tell me it would be about 4 - 6 weeks before I saw it again, to which I agreed because the class that I needed it for did not begin until [redacted]. About 4 weeks later the technician contacted me to say that he could not unlock my hard drive and had replaced it with a new one (after I specifically asked them to please cancel the first request to try to salvage my information because they have you sign a release). Because I had already signed the release it was too late but he did send the original home so that I could "find a more knowledgeable IT person to unlock it" and extract my data. He then asked me if I wanted him to send back my keyboard on which the battery cover had been misplaced. Originally I said 'no' because we found it during the time that they'd had the machine but he insisted that he could order a new one for me, which I said okay to, if he could guarantee me that it would be returned by [redacted] - he agreed. Two more weeks went by but he did manage to get me my computer by [redacted], and the store didn't even bother to contact me when it arrived in their location I just sort of got impatient and called them on my own to which I got "Oh it's been at the store since yesterday." Really people? When I finally got around to turning on my computer the new keyboard was completely un synchronized. I contacted the IT person that I'd been working with and he was nice enough to try to walk me through the process, with no luck and he is in [redacted] (about 7hrs away) so I could not deliver it to him personally. I then called and spoke with the manager at the [redacted] store who assured me that there was a gentleman in his store who was very knowledgeable about computers and that he could fix it on the spot, so I drove there (1 hr away) to deliver my machine. The employee was really nice but he could not figure out how to sync the wireless keyboard to my computer. To which the manager responded by telling me that he'd contact the service manager in a nearby town that they had an IT service department in. I agreed to this because he assured me it could be done within the week because it was such a simple fix and the service department was less that 30 minutes away. He asked me to leave the keyboard there and to take my PC and they'd give me a usb keyboard to work with but because of my previous experience working with an IT department I know that it is better to send the entire bulk of machinery. Here we are going on 3 weeks and nobody can tell me anything other than it's in process and the IT person is working on it and it's 1st come 1st serve, but this was not what management assured me. Oh, and I think my computer ended up in [redacted] or [redacted] again because one customer service agent told me it was en route since a few days ago - FEW DAYS AGO? I thought the place was about 30 minutes away?? Every time I call to speak to the manager of the service department [redacted] is either not available or they send me to voicemail. I've also been told someone will contact me within 24 - 76 hrs., but nobody has. Meanwhile I am having to work on a computer that is ergonomically uncomfortable and they've been getting paid for the product that I purchased for the last 3 months - mind you that this is for a machine that I have not had in my possession for almost that long. They do not offer loaners and even though my computer is insured they will not replace it with a working one unless the service department deems it "unusable"... meanwhile I am struggling to complete assignments on the computer that I have available, not to mention that it's not mine so I cannot rely on my family continuing to allow me to use it. Furthermore, I am moving to back to [redacted] in the next few weeks and these people cannot seem to get organized enough to give me a date on which they'll have it available and I'm scared that I'll move before then and then run into another logistic NIGHTMARE. I've mentioned my concerns to them and all I get it "I understand" from numerous customer service agents, who don't seem to really serve a purpose at this point except for being a buffer so that their precious managers/IT folks aren't bothered with real customers. Please help.Desired Settlement: I would like to have a NEW computer of the same model provided to me ASAP -- before I make the transition to [redacted]. In addition I want a reimbursement for the last 3 months I have not had my machine and for it to be discounted from the remaining amount owed on my machine, since I have not had all the tools available to me that I need to complete the $[redacted] undergraduate course I am taking right now AND I will have to go through the trouble of paying another IT specialist to unlock the information on my old hard drive. Finally, a change in their time delivery practices and for the store management to have a bit more clout when it comes to these issues.

Business

Response:

Thank you for the

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

purchased a [redacted] computer with a 25-month repair Service

Agreement w/Accidental Damage coverage. [redacted]’s signed invoice

indicates at the time of purchase she acknowledged she was provided a copy of

the RSA & ACCIDENTAL DAMAGE brochure and that she understood the coverage

associated with the product. [redacted] elected to pick up her

computer from our [redacted], TX location; [redacted] signed acknowledging her

item was received in good order.

We received [redacted].

[redacted]’s complaint and she contacted our service department on two separate

occasions dated from [redacted] through [redacted] regarding her computer; stating the unit was not booting up and

keyboard was not syncing with the unit. After reviewing [redacted]’s

service history we found [redacted]’s computer was deemed uneconomical to

repair, therefore Conn’s agreed to exchange her computer. [redacted]’s

exchange was approved on [redacted]; she was issued a

credit up to the original amount paid which was $[redacted] to select a new

computer because the original model was no longer available. [redacted].

[redacted] initiated her exchange on[redacted] she elected a [redacted] notebook model

([redacted]). We sincerely apologize to [redacted] for the experience

and any inconvenience that has been caused as a result of delay.

If we may be of

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

at [redacted].

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. Hello: yes, my issue has been resolved. Conn's credited me $[redacted], which I utilized to purchase a laptop from them and close out my account. Thank you kindly for your assistance with the matter and for your prompt response. Regards, [redacted]

Review: I had made a purchase for a washer, dryer, and the complete [redacted] living room set. My initial salesman had told me that the furniture would be delivered to me within a week and I was also told that after signing a new contract with them, I was able to cancel my contract within 30 days and if I didn't like my furniture, I could have it returned. A week and half later had gone by and I had to make a phone call to the business myself to check on my missing merchandise and apparently it wouldn't have made it to my house until 4 weeks after so I was told wrong. I had gone back to the store to discuss this and [redacted], store manager, handed me over to a furniture specialist and I decided on a different furniture set seeing as how I was "handed over to the best". The new furniture specialist is named [redacted] and he informed me that I would constantly be informed on my furniture that was still pending. However, several days go by after the reported "delivery date" of the furniture and I called the store to be informed once again that the furniture would be pending a little while longer. For the inconvenience, I had requested a 12 month no interest instead of 6 month. I signed my new contract on the [redacted] of [redacted] and unfortunately I had gotten into a car accident which had resulted to me losing my car and my job. Since I was informed that I could cancel the contract within 30 days of signing, I had walked into the store on [redacted] requesting to cancel and was told I was "misinformed" and I had asked if I could sign up for my insurance and was advised to call the corporate help desk. Called [redacted] and had asked for the insurance, had spoken to an [redacted] who tried to follow up with my account and told me there was no account in the system for me. She had also informed me that I had grounds to cancel since there was no account. The store manager informed me that I was wrong again. Not knowing what to do, Called corporate again and spoke to a manager that informed me that [redacted] was wrongDesired Settlement: I was told I could return the contract within 30 days after signing the new contract. I have been informed of the "protocol" and rules of no furniture to be returned and I am to late to cancel. However, I have constantly been misinformed since the beginning of purchase; it is just bad taste. I am unable to pay for my merchandise; I am completely unsatisfied with how I've been handled as a customer. At this point, I need this contract to be cancelled and the merchandise to be returned.

Business

Response:

Review: I have a contract with conns that involved a sofa sleeper and love seat sofas broke they sent someone to fix it once about yhree weeks later broke again snd conns wanted again to send some one to fix these sofas wer brand new to me it was already a manufactures defect well after all the hasles and phone call git them to return and pick up sofas well I still have a stove and and two pada on contract cinns was not abke to get me any more sofas ke thevonesbi git in the firts place they wanted to give me in store creditbwich at this time I dont need anything well my payment wuth them was 168.00 a month now I had to go get a sofa sleeper sinewhere else and conns does not want to lower my payment I can explain more if ull give me a callDesired Settlement: There has not been a settlement tell now

Business

Response:

Review: they took my payment and credit someone else acct and I have provide all the information conns needed and was told my credit will not be affected that

no one can help me I will never do business with ConnsDesired Settlement: fix my problem and Fix my Credit

Consumer

Response:

I just spoke with their manager no one has call me from conns I had to call my problem has not been solve no one is still able to give a answer to my problem I spoke with [redacted] suppose to be a manager in credit dept was not able to help their answer some one will call you back I just like to know when someone will call back hopefully this year

Business

Response:

Review: On or around ** December 2013, I called Conn's customer service and asked that my online profile be cancelled because I was having problems logging in. I specifically asked if the payments I had scheduled for ** December 2013 would be cancelled. The customer service representative assured me that all payments for all accounts linked to my online profile would be cancelled. On * January 2014, two payments (that were supposed to have been cancelled) cleared my bank account. $156.57 with confirmation #[redacted] and $136.13 with confirmation #[redacted] Once again, I called Conn's on * January 2014. I was told that my account had not, after all, been cancelled. The person I spoke to assured me that, this time, she had cancelled my online profile and was initiating a refund for BOTH payments. She also told me that it would take 72 hours for my bank account to be credited. On * January 2014 (the third business day), I called Conn's to inquire about the status of my refund. I was transferred several times before I hung up and just called back. The person that I spoke to then told me that my refund was in a "clerical queue" and I should see the credit in my bank account the next day.On * January 2014, I again called to check the status of my missing refund. This time I spoke to [redacted], a customer service manager. She then informed me that they had no record of these payments being made and told me that if I were to even receive a refund, it would be in 7 to 10 business days. I asked her to explain how we went from 72 hours to 7-10 business days. She could not provide me a sufficient answer, so at this point, I have involved my bank in order to dispute the charges.Desired Settlement: I would like two immediate refunds in the amounts of $136.13, and $156.57.

Business

Response:

Review: I purchases a table from Conn's on July **, 2010 with a protection plan offered through Conn's. The sales person told explained that the protection plan covered scratches, stains, defects and structural damage. When I contacted Conn's for surface scratches, they sent a gentleman out to inspect the table. I never received a phone call back regarding the outcome of the claim. When I called their customer service department, I was transferred around from department to department which did not resolve my issue. I was told that the service order was denied due to customer neglect. I would first like to say that the table has not been neglected and I find it offensive that Conn's is stating that I neglect my belongings. There are minor scratches in the top of the table that should be covered under the protection plan. It clearly states in the protection plan contract, "Damage that is covered under this plan are the following: accidental rips, punctures and tears; structural defects, structural damage occurring during normal residential use; surface damage to wood and laminate finishes.." The table is in a residential setting and I did not intentionally damage my table nor did I neglect it. I have made numerous attempts to settle this issue without contacting the Revdex.com but when I was told by a manager in the customer care department that no one can reverse the decision to close the service order, I felt as though I had no other option. As a last resort, I requested to speak to Conn's senior management and was told that was not possible.Desired Settlement: I would like for the table to either be replaced or repaired.

Business

Response:

CASE ID: [redacted]

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

Our records reflect that [redacted] purchased a dining table via invoice #[redacted] on 7/**/10. [redacted] has contacted us regarding service on this item several

times with the same issue. The first service request was on 11/**/10. The technician assigned

reported that the table was covered in personal effects, had fine to heavy

scratches and categorized as customer improper usage. This is not covered under

the warranty. However, Conn’s is willing to give [redacted] an in store credit

for the amount paid for the table. [redacted] may visit his local store to

re-select another table.

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

directly at [redacted]

Kind regards,

Conn’s Customer Relations

Review: I Purchased An All-in-One Computer On 5/28/2013 From The PLano Store And Also Purchased The Three Year Warranty. On January 15, 2014, My Computer Would Not Go Past The Recovery Screen And The Screen Was Cracked. I Took It Into The Plano Store, Received A Receipt Stating The Computer Should Be Repaired In 7-10 Busines Days. My Contract StateS If The Merchandise Is Not Repaired In Thirty Days, I Would Get An Exchange. It Has Been 34 Days. I Have Called Several Times And Was Told The Part Is On Order. The Manager From The Plano Store Called Me Monday Feb. 17 And Said They Were Getting An Approval To Get Me A New Computer And It Takes 24-48 Hours. I Continue To Receive Phone Calls Several Times A Day Asking For A PaymentfoFor Something I Dont Or Havent Had For Over A Month. I Called Today And There Is No Recored Of Any Plans To Exchange My Computer.Desired Settlement: I Would Like A New Computer / Not A Repaired one. I Do Not Wish To Deal With This Company Ever Again. I AmNot Paying For The Months I Have Been without My Computer. I Would Like A Refund For What I've Paid In Order To Purchase A Computer From Another Company. And I Don't Want This Reported Negatively On My Credit.

Business

Response:

Thank

you for the opportunity to respond to Ms. [redacted]’s complaint. Our records show on 5/28/13, Ms. [redacted]

purchased a HP touchsmart computer and 37-month Repair Service Agreement with

Accidental Coverage. Ms. [redacted] contacted us on 1/15/14 and stated, she

could not go past the recovery screen and the unit was cracked on the right

side of the screen. After reviewing Ms.

[redacted]’* complaint I found there was a delay assessing her repair needs. Once the technician inspection her computer

he found the screen needed to be replaced.

The part was ordered however, we later found it was on back order

through the manufacture. We sincerely apologize

for the delayed repair/replacement of Ms. [redacted]’s computer. Ms. [redacted] was contacted on 2/24/14 with the

authorization to replace her computer.

If

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

Sincerely,

Customer Relations Officer

Review: We were told our sofas were going to be delivered on sunday..conns brought the delivery but sofas were broken so now we have to wait another week and we don't get our money back and our sofas were only 300 but if we do not want sofas it is going on our credit bad of 6000 dollarsDesired Settlement: Our deposit back

Business

Response:

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

Based on the information provided in her complaint we have been unable to

locate a purchase with us. We attempted

to reach Ms. [redacted] at the phone number provided and the voicemail was not setup

to leave a message. To better assistance

Ms. [redacted] she may contact our Customer Service department or provide her

invoice number and the best contact number to reach her.

If we may be of further assistance to the customer, please contact

Customer Service at [redacted]

Kind Regards,

Review: Company called and advised me that my delivery was on it's way. so in order to make room I got rid of my couches and a few hours later the delivery showed. at least part of it did. my couches did not. so now my pregnant wife has no where to sit! no one wants to take blame for the mistake. they have rescheduled my delivery 4 times now and still no couches. A manager assured me that this saturday I will get the couches well I call the company to file a complaint and they said they dont see any sign of delivery until May 30th. So the manager in an effort to not have to deal with a dissatisfied customer lied and made something up to get me off his back. I have asked repeatedly for the regional managers name and contact info. they refuse to give it to me and refer me to a 1-800 number. I also advised tthat I will drive to where ever they have the couches in stock and i'll pick it up...they refuse to allow me to do that even though san antonio and houston both are showing that the product is in stock. I want someone to acknowledge that they dropped the ball and make a little more of an effort to get me the product I ordered. My first payment is coming due and I dont even know if i'll ever get the product. I want to speak with regional manager or higher. I had perfectly fine couches that would have lasted as long as it could have taken to get in. but Conn's called and said my delivery was on its way and would be there between 6 and 8pm so at 4pm I threw the couches out to make room. I am in utter shock on how they have been treating us...they dont care and the store manager is useless she has the sales people do the dirty work while she stays hidden.Desired Settlement: I want the product I ordered tomorrow, no more waiting. I do not want to pay a delivery fee, and would like a reduced price on the furniture. If you cant honor that then I expect a full refund including the washer and drier they can have that back because I do not want that company getting a cent of my money.

Business

Response:

Thank you for the opportunity to

respond to Mr. [redacted] complaint. Our records show on3/25/14, Mr. [redacted] purchased a Jackson

Halle furniture set and delivery totaling $1,710.34. Our records show Mr.

Fegan’s delivery was scheduled for 3/29/14 however; the furniture was on back

order and did not arrive as scheduled. We show on 4/8/14, Mr. [redacted] picked up

his furniture set and the delivery fee was removed from his invoice. We

contacted Mr. [redacted] on 4/18/14 to discuss his concern and offered him a $50

gift card for any inconvenience he experienced with delivery.

If we may be of further

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

Kind regards,

Review: I assume the matter of food safe handling could/would be a health issue as well, potentially?____________________________________12/13/13 Purchased Unit LG french door refrigeratorFriday night, Conns Lake WorthSales person didnt sell us a water line, so when delivery came they couldnt hook up ice maker.Sales person said they will provide 3 hour window on delivery.12/16/13 Recd unit within 15 minutes of their phone call to notice/arrive.No water line for ice machine. We had to get back out, go to Lowes and buy a line to hook it up ourselves that evening.Said unit default to correct temperature $ setting on door said 37 I moved it to 34-35 at that time12/17/13 Dumped round of ice in AM and waited for refill & dumped againDumped water as they said, then began moving items info. Fridge, because we kept our old unit, I was taking my time about moving items and had other things going on around the house to do but was off for holiday and getting to it, but moved the majority a day or two prior to Christmas.12/24/13 (Tues. Christmas Eve) bought a tray of raw pork chops and tray of precooked chicken from local grocery & put into unit, also put bottled tea into unit.12/25/13 (Wednesday Christmas Day) pulled tea out and didnt feel very cold, took drink and felt like room temperature.I then moved personal thermometer from old fridge registering at 31 to new LG & placed right inside door as I have for yrs in whirlpool & thermometer flies up to 37,,, I then adjust temp on door down to 33 (this is as low as the LG will permit u to set it). I moved everything at that point back to old Whirlpool. Husband got sick from eating chicken that was in unit, we have since thrown away pork chops, he didnt want to fix after that, and salad dressing that I think I got sick off of and may be sick because it was in there for a couple-two or three days when unit didnt work from get go, etc. and I didnt know until "after" I placed thermometer into it on Christmas Day.12/26/13 (Thursday) I check it first thing in morning and lowest it got on my thermometer was 35 (37 by commercial/digital gun) and only early that morning, had to go work in west ft. worth all day that day and Friday, continued watching unit/checking it, seemed to register more at 37-38 (39-40 on commercial/digital gun) over and over again never pulled down to 33 and only registered at 35 that one morning and began questioning the ice/ice maker productivity. 12/28/13 (Saturday 12:50pm)Called Conns Service (under warranty/bought 2 yr. extended warranty) for repair, thinking they could/would get someone out there Monday and they put me on hold and come back and say, there is no repair company in your area (we live in Burleson, TX there is a Conns in Burleson, TX, etc. we are part of a major metropolitan area just in the outer look, etc.). But, says they will have to have a Service Manager person call me back within 24-48 hours about who/when a repair can be made.12/29/13 Sunday stopped by Conns in Burleson visited w/a couple employees there about issues w/the ice machine and they said we needed to report this issue too and suggested looking into getting a different unit altogether, it was questionable as to whether an LG would a good match for people who go through a lot of ice, anyway. Although at that point, we werent even getting the amount the LG was suppose to produce. Filling a cup and a half of another cup at six pm then nothing from that point to ten pm at night. Had to wait until the next morning around before any more ice would dump or sometime after 10pm. They said the salesperson should have steered us toward the Samsumg bc Samsung produced 3pds an hour, while LG only 10lbs per day, but we werent getting 10lbs out of LG.12/30/13 (Monday morning) 9:30 am & 9:41am - I call them again, because I havent heard anythingMy husband then calls customer service and speaks to someone who said they were a Manager in a Resolution Dept. named Destiny provided us w/a claim number ([redacted]) of some sort, said an outboarding resolution group would be contacting us about getting the unit exchanged (note: no one ever called back). She gives us a confirmation number [redacted] although no one ever called us back from that department and/or followed up. My husband tried calling this dept. again a few days later and continued to get passed around from one person to another.12/30/13 Monday at 1:23pm voice mail message(didnt get signal to receive incoming call) VM [redacted] w Conns says: Service Infinity Solutions at [redacted] will be providing repair and should be contacting me to schedule repair.2:42 say they have ordered parts for LGI asked who are you with? Conns or LG he said LG I explained we may be getting the unit returned, based on resolution dept. discussion, but granted unit will still need to be fixed. He just said hadnt heard about that, but could take a couple of days for parts to come in and when they are in, they would then call me to schedule the appointment.Monday, we also located my husbands commercial graded Raytek brand, temperature device to measure temperature in unit. Further determined, my personal thermometer was off by 2 degrees colder, therefore, when unit was sitting at 37-38 it was actually at 39-40. I since use this unit instead and continue to compare the temp. to Whirlpool. Whirlpool sits consistently at 33 (on Commercial/digital gun) while LG is sitting routinely/consistently at 40 for the most part and measured the ice machine to range from 7 degrees up to 19 I suspect this is why the unit does not produce much ice, etc.12/31/13 Tuesday 8:53 they call and say parts are in! and the soonest someone could be out was Thursday at 1pm I explained to him, I have to return to work and no one will be here, and soonest I can be here is 4:30-5pm. He putts me on hold and eventually returns and says, they can do this Thurs. after 4:30pm and he put us on the repair persons schedule as the lDesired Settlement: Refund/Returned and/or exchanged and only exchanged as long as we are not charged their "restocking" fee into process.

Business

Response:

Thank you for the

opportunity to respond to Ms. [redacted] complaint. Our records show on 12/13/13, Ms. [redacted] purchased

a LG French door refrigerator with us. We

have researched Ms. [redacted]’s complaint and an exchange request was submitted

to the manufacture. We received a return

authorization on 1/16/14 and Ms. [redacted] was notified of the exchange approval. Ms. [redacted] brought her concerns to our

attention regarding reselecting a different model and we agreed to honor her

request. Our records show on 1/23/14, Ms.

[redacted]’s reselected a refrigerator of her choice and it was delivered on

1/25/14. We sincerely apologize to Ms.

[redacted] for the experience she had with us.

If we may be of further

assistance, Ms. [redacted] may contact us at 1-877-358-1252.

Sincerely,

Customer Relations

Conns HomePlus

Review: On May 29, 2014 I went to store location #[redacted] to payoff two accounts. The first account #[redacted] amount $762.00 (balance on account $761.09) and the second account #[redacted] amount of $1,312.00 (balance on account $999.94). I don't understand why I have to wait over 30 days before I receive my refund. Conn's have no department you can speak to about getting a refund. When a customer owes Conn's they will call everyday on the hour for their money, but I have to wait untill they are ready to send me my refund. Conn's should give me they same respect as I give them when they want their payment for products. I have been hassle by this company on more than one time.I would like to receive my refund by the end of June.Thanks,[redacted]Desired Settlement: Just return my refund of $312.06.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] concerns regarding account #[redacted]. Mrs. [redacted]

stated she made a payment on the account in the amount of $1312.00; however, the

payoff balance on the account was $999.92. She would

like her refund expedited and does not want to wait for the refund to go through

processing.

According to our records, on May 29, 2014, Mrs.

[redacted] submitted a payment in the amount of $1,312.00 for account

#[redacted] The account was overpaid by $312.06. She

contacted our customer service department to check the status of the refund due

to her on June 3,

2014 and was informed at that time that it could take up to 30 calendar

days to process the refund on the account. On June 12, 2014 a refund

in the amount of $312.06 was processed on account #[redacted] The final

refund check was mailed to the address we have on file for Mrs. [redacted] on June 18,

2014.

Please note, it can take up to

30 calendar days to process an overpayment refund on an account when it is paid

by check. The payoff amount and account information must be verified before we

can release the refund check. We must also confirm the payment has cleared the

customer's financial institution before a refund for overpayment can be

processed.

If Mrs. [redacted] does not receive

her refund check in the mail within 7-10 business days, we ask that she contact

us directly so we may track the check.

Review: I went to Conn's to purchase leather furniture, I told the salesperson I was interested in purchasing leather furniture he showed me 2 sets he stated were 100% leather he asked me if I would be interested in a blended leather and I again told him no I wanted leather he stated those were the only 2 sets of leather he had in the store. I choose a set and paid cash, the furniture was to be delivered the following Wednesday. I signed for the delivery and then set about arranging it, when I removed the tags from the the first piece it clearly stated on the tag it was bonded leather which is basically vinal. I immediately called the store and asked for the salesperson and was told he was off until Saturday I explained the situation and stated if that was the case they would make it right and he would have his manager call me. After 24 hours of no return call I called again 3 times to speak to the manager and each time he was with a customer or in the bathroom and would return my call which he never did. My husband finally got ahold of him the following day using a false name. The manager assured him he had submitted the paperwork to corp office and it would be refunded but would take a few days. On Saturday we received a call from the salesman stating he never told me it was leather and they would not be refunding our money but would exchange the set for store credit and we would be charged for the pick up I said that was not acceptable and asked for the manager and of course he was busy. I called the corporate office on 4 occasions and was told a district manager would return my call and never received a return call.Desired Settlement: Would like the cash I paid for a product that I was led to believe was something it wasn't refunded and the furniture picked up at no charge. Thank you.

Business

Response:

Thank you for the opportunity to respond Mrs. [redacted] complaint. Our records show on 7/04/14, Mrs. [redacted]l purchased a Brantley Java furniture set

which consisted of three pieces; sofa, loveseat, and a

chair ½ with a 48-month Furnituregard Plan on all three pieces. Mrs.

[redacted]l received a 32” Haier LED TV with her purchase and elected

to have her items delivered. Mrs. [redacted]l was scheduled for delivery and

received all her items on 7/09/14 in good order. Our records show on 7/17/14, Mrs. [redacted]l contacted us stating she was unsatisfied

with her furniture and stated she was misinformed by her salesperson that the

furniture she selected was 100% leather. After researching Mrs. [redacted]l's

complaint we found she had been looking at another furniture set; however she

agreed to the less expensive furniture set which was not leather. Mrs. [redacted]l

was reminded of Conn's Return and Exchange Policy: within 14-days a consumer

can exchange their furniture to equal or greater value with a $129.00 exchange

fee. Although Mrs. [redacted]l has

exceeded the 14-day Exchange Policy, Conn’s has agreed to extend her the option

to exchange her furniture with a $129.00 exchange fee.

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

While I appreciate the response by [redacted] much of her information is incorrect. Ms. [redacted] states my first attempt to contact them was on 7/17/14 this is incorrect my first attempt to contact was in fact 7/10/14 to the store I purchased the furniture from on 7/10 I made 5 attempts to contact the manager with my complaint after each call I was told the manager was in the bathroom or with a customer and would return my call which he never did. Finally my husband called from a different phone and used a different name and was able to get him on the phone, he told my husband he would have to look into and if his sales person did mislead us it would be taken care of on 7/12/14 my husband had still heard nothing back from him so he called him back at that time he told my husband that he had submitted the paperwork to corporate for a refund and would take time to process and he would call him the following week and of course there was no return call from the manager. in all 14 calls were made to the store to try to resolve the issue between 7/10 and 7/14.

On 7/14 my husband called again and was told by the manager that his sales person told him he did not tell me the furniture was leather therefore there was nothing he could do. At that point I made my first call to their Customer Service number on 7/14/14 and explained my complaint to them, the young lady I spoke with was very kind and said she was sure they would refund my money as I had paid cash and was mislead, she would have her supervisor call me back. On 07/17/14 I had still not received a call back and called again and of course had to tell the story all over again and was told that I should have read the fine print they don't give refunds the most they could do was exchange the furniture at that point I said fine but I want to get it from a different store because I did not want to deal with those people any longer she gave me the address of another store. I would also like to say that the reason I did not know the furniture was not leather is the store removes the manufactures tags from the furniture on display and you have to trust your sales person is telling the truth, I explained to her I would not pay the $129.00 exchange fee and she said she could not authorize that it would have to be the District Manager and she would have her call me back guess what no return call. As to me choosing a less expensive set of furniture this is not true it was actually more expensive and I assumed this was because it was 100% leather as I had asked for and that is what the sales person informed me. Also I was never verbally informed of the return policy by anyone at the store. The only place that is even mentioned is on the envelope of papers they give you after you have already made the purchase. I do have phone records of all my calls to the store as proof and also to the customer service line.

In summary no I am not satisfied there is no resolution and to this day no one from there customer service department has called me to resolve this issue. Please fell free to call me anytime.

Thank you

Review: We brought a computer in for service and it was returned to us still broken we returned it when we realized it was still not working. I was told by the service manager he would pick it up the next day and call me with in 48 hours I never recived a phone call, and when I called about it again on Monday September 15th I was told I would recive notice to day September 17th about a exchange for a new computer again no call, and when I called as they instructed the department is not in and had left for the day.Desired Settlement: I would like them to live up to their guarantee and exchange the defective product with a new computer.

Business

Response:

Thank

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

purchase made under the name of [redacted]. Our records show on 11/22/13,

[redacted] purchased a [redacted] All-In-One computer from us with

a 37-month Repair Service Agreement. We show [redacted] elected to pick up

his computer from our [redacted], ** location; [redacted] signed acknowledging his

computer was received in good order.

We

received [redacted]’ complaint and found she had two completed service calls

regarding her computer.

· On 8/22/14, [redacted] contacted

us; stating the computer would turn off by itself and would not turn on.

Based on [redacted] problem description it was suggested he bring his computer

into service. On 8/24/14, service received

his computer; the technician inspected the computer and found the hard drive

needed to be replaced; the technician ordered the replacement hard drive on 8/30/14. The hard

drive became available on 9/02/14 and installed on that

same day; the technician tested the unit and tested ok.

· On 9/09/14, [redacted] contacted

us; stating the computer would not turn on. [redacted]’ computer was

received by service on 9/16/14. The

technician powered on the computer and no problems were found; the technician

was unable to duplicate the alleged issues [redacted] reported.

At

this time [redacted]’ computer does not qualify for an exchange. Based on

the last service call completed the computer powered on and was working

properly no defects were detected.

If

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

Kind

regards,

Review: I purchased a dishwasher and a refrigerator totaling almost $3000 on aug 24th. I used the dishwasher 3 times then it quit starting. I contacted the store requesting it be replaced. I did not want a repair to a brand new appliance that I had only used 3 times. They refused and sent a repair man. the repair company gave me an 8 hour window something in my 53 years have never heard of. Yes a 4 hour window but never an 8 hour window. I waited until 4 ;30 pm after calling them at 8am that morning and being told they would be at my home in 3 hours. I then got another call pushing me back another 3 hours. This cost me $ 200 in a days pay. The repair man was unable to fix it. he had to order a part making it be another week for it to come in and get the repair done. The part came today. I called the customer service 3 times requesting a replacement not a repair. Each time they said they would get back to me and never did. Today they said I would have had to wait 30 days from the first time I reported it broken. Thats crazy! I am supposed to make my first payment today on a credit card I got from them. I have a broken dishwasher and I am supposed to pay them for it. I want a new dishwasher brought to my home and installed or I want them to come get it and credit my account.Desired Settlement: I would like a replacement and a store credit for the $200 I missed in pay

Business

Response:

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

Our records show on [redacted], Mrs. [redacted] purchased a GE dishwasher with a 1-year

limited manufacturer’s warranty and received delivery on [redacted] in good order.

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

service department on 9/12/14 stating the washer will not start any cycles.

Mrs. [redacted] service appointment was scheduled by the manufacture on [redacted];

upon inspection the technician found parts needed to be ordered to complete

repairs. Our records show parts were scheduled to arrive on [redacted] however; there

was a delay receiving the parts from the manufacture to complete repairs. Once

all parts were received Mrs. [redacted] was scheduled for repair on [redacted]; the

technician installed the parts and tested the dishwasher, the unit tested ok.

As of [redacted], we have no further indications of any issues Mrs. [redacted] has

regarding her dishwasher.

At this time Mrs. [redacted]’ dishwasher does not meet the

qualifications for an exchange; the unit has been repaired and no further

credit is due.

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

Review: I bought an High ticket item with the intent to have the zero intrest for a year as told that I qullified for. I noticed later I was decived that I did not get the zero intrest as promessed. I tried to have the problem corrected by Conns but was given nothing but the run around for the last 4 months. My patince has run out playing games with this Company. earlyer last year I bought another high ticket item from thim so I have done buissness with this company before. It just dismays me that they would treat a return customer this way . To decive like this. I still recive the letters for zero intrest. that I did not recive. When Imade this purchace.Desired Settlement: I would like to recive the zero intrest for a year as advertised. I was told I had it at the time of purchace. All I want is this company to stand by there advertised word.

Business

Response:

Thank you for the opportunity to respond to [redacted]

concerns regarding account #[redacted] stated he was told he would have 12-months same as cash on his

purchase.

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

retail installment contract on [redacted] 2, 2014. His purchase did qualify for the 12-months

no-interest financing promotion; however, it was not added to his

contract.

We have submitted the request to add the 12-months

no-interest financing promotion to [redacted] contract. Please allow

7-10 business days for the process to be complete.

We value [redacted] as a customer and sincerely apologize

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

Review: My family with five kids has been without our refrigerator for two months(minus about five days)!!! It is less than three years old and under the extended warranty contract Here are my main complaints:1 The repairmen repeatedly do not show up when scheduled and do not call to say why. When I called the dispatcher, my appointments mysteriously kept disappearing.2 I asked five people repeatedly over the course of about five weeks to hand me or send me a food loss claim form. They kept saying they would send it, yet it never came. Finally got the form and am praying they will reimburse me.3 When I went to the store on [redacted] in San Antonio to try to get help, the manager ordered me out of the store because he said I was getting loud. He said he was calling the police. I didn't yell. My volume was raised because of the stress of having been stood up three consecutive repair appointments He said he would have me arrested. I promise I was polite and did not curse or threaten. I only was asking him to help me. I got pains in my chest from the stress.My freezer broke approx. [redacted]. The technician said he had never seen the freezer broken with the refrigerator section working. He said he thought the refrigerator could not be repaired.The technician's supervisor told him to order a part. The part was installed about [redacted]. The next morning the freezer and refrigerator was hot. He came back and ordered more parts. He returned and installed the parts on about [redacted]. It worked for about five days then went hot again. He came out a third time and said he doesn't know what is wrong with it. He didn't have any tools to test what was going on. He left tonight and I am still using an ice chest for my food.Desired Settlement: I want a full refund in the form of a check payable to me for the amount $2,866. That is what I paid. The contract says my appliance should be repaired within 30 days of the original call; it has been about 61 days. I do not want store credit. I want no dealings with them, just my money refunded, so I can buy a refrigerator from a different company that understands customer service.

Business

Response:

Review: On [redacted] I discovered that Conn's had reported my payments as 30 and 60 days late in [redacted] and [redacted]. Neither of these payments were late. The last payments on these accounts were paid in full and on time in [redacted]. Then, in [redacted] and [redacted], Conn's reported the payments 30 and 60 days late on these accounts.I looked on my bank statements for [redacted] and [redacted] and [redacted] and [redacted] and all these payments were paid on time. I understand that these payments may have been accidently reported to the credit agencies as late payments, however, I called Conn's the same day, [redacted] and spoke with [redacted] in Customer Service. I was given ticket number #[redacted] and asked to call back in 48 hours. On [redacted], I called Conn's back and spoke with [redacted]. I gave [redacted] my ticket number, name, address, and phone number. He assured me I would be receiving my payment history within 7 business days. Needless to say, I did not receive a payment history from Conn's.On [redacted], I called Conn's again and spoke with [redacted]. I explained the situation to her, and she told me the payment history had been mailed to my former address on [redacted]. She, then, assured me that I would be receiving the payment history in the mail within the next 7 business days. When asked, she stated that I didn't need a ticket number. I never received the payment history. On [redacted], I called Conn's Customer Service, again, regarding this matter and spoke to [redacted]. She gave me ticket number #[redacted]and explained that it takes 24-72 hours to process the request for a payment history. I verified my address, phone number and email address with [redacted]. she requested I call back Monday (the Monday after [redacted], I called Conn's and spoke with [redacted] concerning this matter. [redacted] assured me the payment history had been mailed "yesterday" [redacted]. Today is [redacted], and I have not received a payment history.Desired Settlement: I would appreciate Conn's furnishing me with a payment history on these 2 accounts, in order for me to correct my credit report.

Business

Response:

Review: On January 24th 2014 I purchased a front load washer and dryer with pedestals from Conns location on [redacted], total $2066. I was given a mail-in rebate for free delivery $79.99 which I filled out and mailed in. On March 18th(almost 2 months later) I received a letter denying my rebate because 'product was not purchased at a qualifying store'. I called the number on the letter and was prompted to leave a message. I contacted customer service and was transferred then left on hold. I contacted my sales person and she told me that since my purchase, that store had been turned into a clearance store but at the time of my purchase it was not. In fact I purchased my items new..no discounts and no signage saying it was a clearance store. She said she would contact the 'help desk'. As expected..no one has contacted me. I have had mess-ups with this company and still continued to make purchases with them but after years and years of loyalty and multiple large purchases. This is the last time I will ever do business with them and I will tell everyone I know about their shoddy practices.Desired Settlement: I would like my 'delivery refund with purchase' as promised.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. We deeply apologize for any inconvenience this issue may have caused. We have reviewed Mrs. [redacted] complaint and found her rebate was denied due to the product(s) purchased were not purchased at a qualifying store. However, Mrs. [redacted] complaint has been escalated and Conn’s has agreed to honor the rebate and expedite the check refund. Mrs. [redacted] should receive her refund within 7-10 business days.

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

Kind regards,

Customer Relations

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I am placing this complaint for the sheer and utter horrible customer service experience I have been experiencing for over 3 months in trying to have my refrigerator repaired and then ultimately request to have it replaced, but frankly the way that I have been treated, been ignored, and given the run around I want a full refund and I want nothing to do with Conn's or their customer service and customer care department. I purchased a refrigerator from them in February of 2014. The manufacturer and model is Frigidaire [redacted]. Which is a French door model with an icemaker on top and the freezer on the bottom. I purchased a 3 year warranty on the refrigerator as well. After I received the refrigerator and had been running it for about a month, I noticed a puddle of water collecting underneath the refrigerator. In the freezer you can see ice crystals forming because there is warm and moisture entering and condensating inside the freezer. The Freezer door does not close. This causes water to drip out of the freezer and onto the floor. We have to place a towel underneath and change it out every day to keep ourselves from slipping on the kitchen floor. We have been working on having this issue resolved for 5 months now. We have been through horrible customer service, delays and the runs around for weeks. All of this sums up to that the refrigerator is not repairable and was damaged upon delivery as stated by the last 2 repairmen. We keep getting the run around when trying to ask for a refund or an exchange of the refrigerator. We are fed up. We are not getting any resolution. No one should have to go through this hassle and be treated this way let alone dealing with a leaking refrigerator. This is why we are submitting this Revdex.com report.Case# [redacted]. Recent ticket #[redacted]Conns Customer service ###-###-####, Formal complaint sent via email [redacted] July *st, 2014 attached to this complaint.Desired Settlement: A complete return of the refrigerator and all services. FULL REFUND

Business

Response:

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

complaint. Our records show on 2/**/14, Mr. [redacted] purchased a Frigidaire refrigerator with a

48-month Repair Service Agreement and installation. Mr. [redacted] elected

to have his refrigerator delivered and received it on 3/**/14 in good order. Our records show Mr. [redacted]’s

placed six service calls; however only two of the six calls were

completed. Mr. [redacted] contacted us on 4/**/14; stating the rubber seal gasket door was loose and

building ice inside freezer. A service call was scheduled; during the

inspection the technician found the door was out of place. The technician

adjusted the door into place and educated the customer to not fill the freezer

door with too much food because that could cause the door to sag. Mr. [redacted] contacted us again on 5/**/14; stating the freezer door would not close completely and

water was leaking from the icemaker. A service call was scheduled; during

the assessment the technician found three parts needed to be replaced.

The parts were ordered and became available on 5/**/14. The technician completed the repair on 6/**/14; by replacing the slide assembly rim, slide assembly, and

gasket freezer drawer. After reviewing Mr. [redacted]’s complaint as a

goodwill gesture Conn's agreed to exchange his refrigerator; Mr. [redacted]'s

exchange was approved on 8/**/14. As of 8/**/14, Mr. [redacted]’s new refrigerator has been delivered and

received in good order.

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

contact Customer Service 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]. Although, it does not encompass full extent of the request for services and the problems. We accept the response as we are now satisfied with the new refrigerator. Thank you for your assistance Revdex.com and Conn's in helping this matter come to a close.

Review: I have a complaint against the Conn's in [redacted]. On [redacted] my wife and I purchased a sofa, chair and ottoman and paid to have it delivered. The salesman, [redacted] said we were entitled to a free delivery rebate, which I completed and mailed back to Conn's Corporate Office in [redacted]. After about 6 weeks, no rebate. I went back to the local Conn's in [redacted] and talked to Mr. [redacted]. He copied my info. again and said he made a phone call and I should get my rebate in 10-14 days. After another 2 weeks, I went back to the [redacted] store and talked to Mr. [redacted] again. He called the rebate people again and gave me a phone number to call if I did not get my rebate in 10 days. Since I did not get rebate, I called customer service dept. as he suggested. They stated I did not qualify since I did not have one item over $499. I stated that was wrong since the sofa cost $549 (invoice is attached). They then requested I fax them a copy of my invoice, which I did.Desired Settlement: I would like them to pay the delivery charge.

Business

Response:

Thank you for

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

on [redacted], Mr. [redacted] purchased a [redacted] furniture set which

consisted of three pieces; chair, ottoman, and sofa from us.

After

researching Mr. [redacted]’s complaint we found Mr. [redacted] mailed his rebate

submission form and it was received by the rebate department; however, the

rebate department denied his rebate claim due to his purchase not meeting the

minimum purchase requirements. As of [redacted], Mr. [redacted]’s complaint has

been escalated and Conn’s has agreed to honor his rebate and expedite the check

refund. Mr. [redacted] should receive his refund within 7-10 business

days.

If we may be of

further assistance, Mr. [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.