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Conns Appliance, Inc.

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Reviews Conns Appliance, Inc.

Conns Appliance, Inc. Reviews (916)

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: 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 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: 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 am writing this complaint against Conn's Customer Service. I purchased a washing machine from them and also an extra repair warranty. I have called twice for issues with the washing machine. The last call is going on 6 weeks and still no washing machine repair or replacement. I have missed six days of work. I am given 800 numbers one behind the other and given the runaround. Conn's never gives me a direct answer and give me incorrect numbers to contact. They are not communicating with me and their selected repair contract. I find out a service date to come back to look at the washer after I call Conn's and they in turn tell me to contact the repair contract number. They set up repair dates without advising or asking me. It does not make since that I am without a washing machine for 6 weeks going on 8 by the time they can come out on a Saturday that I have to work 1.5 hours away from my home. Conn's is not taking into consideration I am out of money going to laundry mat, taking off from work and paying for something that I haven't used in 6 weeks now. I am constantly given the run around and no consideration on my time and schedule. I am not pleased that I bought an appliance from them and paid over what it is worth. Conn's customer service is not good at all.Desired Settlement: I have been inconvenienced for too long and feel that Conn's should have a new washer installed on a Saturday as soon as possible. I have been without a washer for 6 weeks and now have to wait until July 12th for a repairmen to come. I'm sure it will be more parts that will have to be ordered and less that 3 months the same washer will be broken again.

Business

Response:

Thank you for the

opportunity to respond to Mrs. [redacted] complaint. Our records show on 3/29/13 Mrs. [redacted] purchased a Samsung washer with a 48-month Repair

Service Agreement from us. Our records indicate Mrs. [redacted] was scheduled

for delivery and received her washer on 3/30/13 in good order. Mrs. [redacted] contacted us on 2/24/14 regarding her washer; stating her washing was making a loud

noise and shaking. A service call was set-up for 3/08/14, during the assessment

the technician found two parts needed to be ordered to complete the repair; on 3/12/14 both parts were replaced and the unit was working up to the

manufacturer specifications. Mrs. [redacted] contacted us again on 6/01/14, stating her washer was

displaying error code NF and not running a complete cycle. A service call

was set-up upon the inspection the technician found multiple parts were needed

to complete the repair. After reviewing Mrs. [redacted]’s service history

Conn’s agreed to exchange her washer. On 7/09/14, Mrs. [redacted]’s exchange

was approved and on 7/10/14 she elected model GTDP220EFWW which is scheduled to be

delivered on

7/12/14. We sincerely apologize to Mrs. [redacted] for the

experience and inconvenience she has had as a result of delay.

If we may be of further

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

Kind regards,

Business

Response:

Thank you for the opportunity to address Mrs. [redacted] additional concerns. . On 7/09/14, Mrs. [redacted] exchange was approved and on 7/10/14 she selected a new model which was scheduled

to be delivered on 7/12/14. The

following day if was found the model number listed on the invoice was for a

dryer and not a washer, the error was corrected and Mrs. [redacted] washer is

scheduled to be delivered on 7/19/14.

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

inconvenience she has had as a result of delay.

Sincerely,

Consumer

Response:

This letter is to inform you that Conn's has carried out delivering another washer for my complaint, filed on 6/30/2014 8:58:44 PM and assigned ID [redacted] It was not to my satisfaction but I am closing this matter and will never do business with Conn's.

Regards,

Review: I received my couch in June of 2013. By September I noticed there were staples coming out on the backside of the couch and everytime we would sit some sound from the couch. I had several family emergencies; including a death by suicide in the midst of this and myself calling right away. When I did call someone came out a restappled; but, never really addressed the noise. Any how I called again; several times. In April someone came out and said it would take around 8 hours to repair. It was a manufactures defect and the time to repair would have to be approved; however, I was better off asking for a replacement, he said. He fixed the stapples again. He had to report the problem back and I would receive a call with a resolution. I never received a call, letter or email. It was now time for my son to graduate High School and leave to the Navy and so...once again extremely busy, not time, a ruined couch, frustration,etc. I called back in June 22, 2014. I spoke with a young lady who also stated it was a manufatures defect that the gentleman entered into the system and would see about a repair or replacement. I also advised of my daughter cutting her thigh on the same staples that continued to come undone. She said she would submit a ticket and I would here back via email within 48 hours. Once again never did. I called back again for them to tell me they could not do anything because my warranty expired june 22, 2014 (the day of one my calls) and never informed of this. And I explained the complaint and phone calls to place before June 22, 2014. I ahve spokedn to supervisors and CSAs. I have calls recorded with the different and inconsistent information. Please help me.Desired Settlement: If I have to pay for this items I want a replacement.

Business

Response:

Thank you for the

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

on 6/22/13, Mrs. [redacted] purchased a Corinthian Contender

sofa which came with a limited 1-year manufacturer warranty. Our records indicate Mrs. [redacted] contacted us

on 1/15/14 and stated the staples in the back of the sofa were sticking out and

the back was coming off. A service call

was set-up and the serviceman reattached the loose back strip and restapled the

top strip to the manufactures specifications.

Our records show the next time she contacted us was on 6/27/14 after her

manufactures warranty had expired on 6/22/14, therefore the service call was

canceled. Although the inspection report

does not state there was a manufactures defect Conn’s has agreed as a goodwill gesture

to exchange the sofa due to the inconsistent information she received. Mrs. [redacted] has been contacted and is aware of

the approval.

If we may be of further

assistance Mrs. [redacted] may contact us 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; however, I recently purchased another set and had it dropped off at your store in [redacted], yesterday July 23rd. I was provided a receipt and told it would be removed from my account would be credited. That's all I want now. I will continue to pay for the television once my account and contract has been updated.

For the recored, I contacted my phone carrier and the information is incorrect. There are over 25 calls made since January of 2014 regarding this matter (will be receiving in the mail soon). On June 27th I called to check the status of, Sunday June 22nd's phone call regarding the ticket I had entered on that day. I have asked for all calls and emails to be pulled where it shows I have been contacted regarding this matter. I do believe anytime someone accesses an account wether you enter comments or not it leaves a foot print of who and when the account was accessed. I would still like all the calls and emails for my records.

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: 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: 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 purchased a Samsung washer and Dryer from Conns about 14 months ago. They delivered it and from day 1 it leaked from the bottom of the washer. I asked for a new one since it literally leaked the day I started using it but they told me it had to be serviced. I had them come out on 3 occasions. They came out the same week and found nothing wrong, they came out several months later and said it was some kind of pump. They then took 6 weeks to come out and replace the pump. It still LEAKS. I called conns in Oct to report it as leaking yet again, they told me it was a Samsung problem. I called Samung they tell me its a conns problem. I purchased a lemon and they refuse to fix a simple situation! Just fix my washer please, that is all I ask. Fix it and fix it correctly. I called today, 2-10-2014 and they just outright will not provide any service, they say its a service call and I have to pay for it. REALLY? I have literally thousands of dollars charges with Conns right now not to mention all my past purchases which I assure you is over 10k. This is the SECOND Appliance that I have got from Conns that their service department cant seem to get right.Desired Settlement: It is simple, just please fix my washer that has never worked and continues to flood my laundry room, finish the repair, I mean I am still paying for this machine that I called you out for twice for the same problem. Pretty easy to throw your hands up and say not my problem. If this is not corrected I assure you myself and my husband, which both of us have accounts, will NEVER shop there again.

Business

Response:

Thank

you for the opportunity to respond to Mrs. [redacted] complaint. According to our records on 10/6/12, Mrs.

[redacted] purchased a Samsung washer and dryer with us that came with a 1-year

limited manufactures warranty which expired 10/6/13. Our records indicate Ms. [redacted] washer has

been serviced twice. Prior to Mrs.

[redacted] filing her complaint the last service call on file was dated 6/3/13, Mrs.

[redacted] stated the washer was leaking.

Upon inspection the technician found the PCB board and switch needed to

be replaced. The parts were ordered then

installed on 7/1/13 to complete the repair.

Our records indicate this was the last service call on file.

Mr.

[redacted] was contacted regarding his concerns and as a gesture of goodwill Conn’s

schedule an appointment to assess the repair needs and waived the $97.37 trip charge. Upon inspection the technician found the semi

cover top needed to be replaced. Due to

the delay locating the part needed Conn’s has agreed to waive the $306.00 part

charge and repair Mr. [redacted] washer.

Upon request Mr. [redacted] is scheduled for service on 3/27/14.

If

I may be of further assistance, Ms. [redacted] may contact me directly at [redacted]

Sincerely,

Customer Relations Officer

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: 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: Also involves delivery, customer service & especially contract issues. On 4.6.14 I purchased a NEW bedroom set: bed, mattress, box spring, dresser, mirror, nightstand & chest from Conns. Total cost was $3675.70 with delivery to take place 4.7.14, 4-7p AZ. At 3:26p on 4.7.14 the sales associate ([redacted]) called and said there was an error with the mattress. He said he mistakenly entered a product code for a discontinued mattress that was an old floor model that they had at their store, and the mattress we thought we had purchased costs approximately an additional $1143. Original price we were quoted was $657, but the new price was $1800. TO BE CLEAR, the mattress with the steep discount was the only reason we were purchasing the entire set, and [redacted] knew this! He said that we had to take delivery of the old floor model mattress because they could not do anything to adjust the price of a new mattress. I said that we had made it clear to him at the time of purchase that we did not want a floor model, and I would not accept delivery of a mattress that I had not seen. I reminded him that it was the store manager ([redacted]) that had entered the code for the mattress at his ([redacted]'s) computer. And, yes, the general store manager ([redacted]) did enter the code and applied the discount in front of my wife and I. There was even a discussion among all of us regarding the model of the mattress that we were purchasing. [redacted] had a sheet of prices that he was quoting from and showed it to [redacted]. I asked to speak to [redacted], yes, the manager that entered the code that provided the discount. [redacted] said the same as [redacted],"you have to take delivery of the old floor model or pay the difference for the new model." [redacted] said that when he was entering the code that he "assumed" we knew that we were purchasing the old model. No way there was an error in communication from either my wife or myself! I canceled the order and contacted the corporate customer service. Anxious to hear how Conn's rectifies this!Desired Settlement: I'd like Conn's to make good on the original deal with the mattress we tested. NOT the old floor model! We spent over an hour deciding on this mattress. My wife gave our mattress and box spring to a friend before this problem. Yes, we have no bed! [redacted] and [redacted] referenced a printed copy of the discounts. Most models we tested did not have a discount. [redacted] and [redacted] checked the info. on their printed sheet and entered the codes. This is an egregious error and false advertising!

Business

Response:

Thank you for the

opportunity to respond to Mr. [redacted] complaint. We have researched Mr. [redacted] concerns and found there was a misunderstanding regarding the

mattress [redacted] wanted to purchase and the older model with the same

group name. Mr. [redacted] was contacted

by the area District Manager regarding his concerns and Mr. [redacted] advised

him that he had already purchased a mattress somewhere else. We deeply apologize to Mr. [redacted] for

his experience and appreciate him for bringing them to our attention. As a token of our appreciation Mr. [redacted] will receive a $100 gift card to use toward a new purchase.

If we may be of

further assistance, Mr. [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 given no other choice, this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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: 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: In 9/3/2014, 11/22/2014 and 11/28/2014 I purchased products and have 3 diferrent contracts. In January met with the assistant manager [redacted] and saw the in-store flyer to merge my contarcts into one...I was currrent on my accounts at that time. I signed a new contarct and [redacted] had me sign waivers on my cash purcjase options which he stated was required for merger. My new contarct showed a new due date of 2/27/15. thoughout February I received collections calls stating my accounts were past due. I advised corporate that I have a new merged contract and was told they never recevied my waivers so it wasn't valid. I went back to store 2 more times, complained and met with the store manager [redacted] who had me resign the waivers. [redacted] stated he was emailing, faxing and sending the formas to corporate via [redacted] to ensure receipt. SI askout mai m paym due 2/7...e stated to wait as I'll now get a new contract. More collecionscallss then call and still no honoring the contract. I called and then went back to store and met with the manager from their [redacted] store [redacted] who stated he as fixed this many times and had me resign the contrarct and waivers. Again I asked about making a payment and he also stated I would get a new start date and amount....here we are in April...constantly calling [redacted] but still no new valid contract I can pay on and no resolution, negatively affecting my credit. I constantly call [redacted] now thought April and [redacted] stated he handed it over to his contrarcts escalations manager at corporate [redacted] who was supposed to "fix it" all...still no resolution and still collections calls. I signed and completed all forms over and over, I complied with what the store told me to do. The issue is between the stores and corporate communication but I am now the victm. Once they put that new contract in my hand they should have honored that. They need to resolve their communication problems and honor my contrarct or restart a new one now that months have passed. They also need to correct any negative credit reporting. Bottomline they need to honor the contracts they have customers sign.Desired Settlement: I want a new and valid contrarct with a new date for merging the old three accounts and close them out so I can start making payments or at rthe least reset the due dates on the old contarcts. They also need to correct any negative credit repoting since it was their error.l

Business

Response:

Thank you for the opportunity to respond to [redacted] concerns regarding her accounts. [redacted] stated her accounts were supposed to be combined; however, this

process has not been completed yet.

According to our records, we received incomplete

paperwork and the cash-option letter was not filled out correctly. We emailed

[redacted] a new form to fill out and send back through our docusign

method, and we have not received it back as of April 17,

2015.

Once we the documents are returned to us, we will

proceed with the combining of [redacted] accounts.

We value [redacted] as a customer and appreciate

her bringing her concerns to our attention. Thank you,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. I WAS TOLD THE SAME THING OVER THE PHONE IN EARLY MARCH BY A REP ON THE PHONE AND THAT I WAS EMALED A CONTARCT...I NEVER RECEIVED AN EMAIL AND EVEN CHECKED MY SPAM...I WAS TOLD I WAS BEING MAILED THE DOCUMENTS AS WELL BUT IT TOOK VOER 2 WEEKS TO RECEVIE AS I LIVE IN A REMOTE ARE AND THEN WAS TOLD I MISSE DTHE DEADLINE AND SAID THE OFFER WAS NULL AND VOID....I'VE SIGNED THESE WAIVERS 3 DIFFERENT TIMES AT THE STORE...WHY AREN'T THEY GOING TO THEIR OWN STORES FOR MY DOCUMENTATION? I ONLY GET COLELCTIONS CALL S- WHAY CAN; SOMEONE CALL TO FOLLOWUP TO MAKE SURE I RECIEVED THE EMAIL. NO CUSROER SERVICE HAS BEEN APPLIED AHERE AT ALL. I MADE THEREE CALL STHIS WEEK TO THE MANAGER [redacted] AND HE HAS INFORMED ME THE CONTRACTS ESCALATION MANAGER [redacted] AHS NOW MOVED MY FILE ON THE TIFFANY. STILL NOONE HAS CALLED ME. I WILL ACCEPT AN EMAILED CONTRACT BUT I EXCEPT A FOLLOWUP CALL LETTING ME KNOW WHEN IT WAS EMAIL SO WE CAN COORDINATE TO GET THIS COMPLETED.

Regards,

Business

Response:

Thank you again for the opportunity to respond to [redacted]. We have been in contact with her and received all the additional information needed to combine her accounts. We value [redacted] as a customer and appreciate her bringing her concerns to our attention. Thank you, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. While the company has ersponsed after my continued calls and finally having direct contact with [redacted]...I am awaiting the completion of the contracts merger before I can call this case resolved. Saying it is in process is the same responses I had before then it cancelled. Once I have a new contract with a new payment and payment coupons...I THEN will consider this clase closed but not until then..]Regards,

Consumer

Response:

This letter is to inform you that Conns Appliance, Inc. has carried out to my satisfaction the resolution it proposed for my complaint, filed on 4/16/2015 7:17:32 PM and assigned ID [redacted].

Regards,

Review: The sales person lied to me and told me my tv was 240hz .. and when I got it home it was 120 hz... which had delay on fast movement .. he told me my tv was led and it was lcd..the picture quality is aweful. and the sales price and info said it came with 4 pair of 3D glasses but the ones he gave me were not for my tv so it did not work. .. there was no remote back either.. they offered me another tv which had a dent on the back of it. ..Do not buy from this store. . They are truly conn'sDesired Settlement: Wish I could have them come pick everything up

Business

Response:

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

3/**/14, [redacted] purchased a floor model Sony 60” 120hz 3D LED TV which

included 4 pair of 3D glasses with a 25-month Repair Service Agreement Plan,

which were picked up from the store the same day. [redacted] contacted us within

48 hours stating that the picture on the television turns off after a few

minutes. [redacted] was approved for an

exchange and our record show on 4/*/14, [redacted] replaced her television with

a Samsung 60” 3D Plasma which was picked up the same day. We attempted to

contact [redacted] on 4/15/14 to discuss her concerns however; we were unsuccessful

in our attempt. [redacted] is able to return the television with a 15%

restocking fee if she is not satisfied with the replacement model.

If we may

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

Kind regards,

Customer Relations

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: 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: I bought a Frigidaire refrigerator on Sunday March 23. I got it home and did not work. They would not make it right. They said they would have to repair it and that could take up to two weeks or more. In the men time I had to buy a small one until they fix it, if they can.Desired Settlement: A brand new working replacement

Business

Response:

Thank you for the opportunity to

respond to Mr. [redacted] complaint. Our records show on3/23/14, Mr.

[redacted] purchased a Frigidaire refrigerator with a limited 1-year manufacturer

warranty and two water filters totaling $1818.57. Our records show on 3/24/14, Mr. [redacted] contacted us

regarding his refrigerator; stating the unit was not cooling. An exchange

was not offered within the 24 hour failure because Mr. [redacted] admitted to damaging the fridge by

breaking the handles off and punched the fridge in frustration. As a good will gesture Conn’s has

agreed to exchange Mr. [redacted]’s refrigerator as of 3/29/14 Mr. [redacted] has reselected and replaced

his refrigerator.

If we may be

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

Kind regards,

Customer Relations

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Description: APPLIANCES - MAJOR - DEALERS, GENERAL MERCHANDISE-RETAIL, TELEVISION & RADIO-DEALERS, APPLIANCES - SMALL - SERVICE & REPAIR

Address: 6125 University Dr NW Unit W, Huntsville, Alabama, United States, 35806-1757

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