Conns Appliance, Inc.

Review: I bought a ice box from Conn's in Janurary 2014. It went out on April 15 2014.

Conn's service department told me it will be a 72 hours intil they can give me a call for a technican to come out. I ask them to replace my food since I am under warranty. They told me they only replace 150.00 of food. I had over 300.00 worth of grocery in my ice box. Me and my family have to eat out everyday this week I feel they should replace my money I have to feed me my 3 kids this week with. They said that could not do that

Business

Response:

Thank you for the opportunity to respond Mrs. [redacted] complaint. Our records show on 1/18/14, Mrs.

[redacted] purchased Samsung refrigerator with a 24-month Repair Service Agreement

Plan. Our records show on 4/15/14, Mrs.

[redacted] contacted us regarding her refrigerator; stating the unit was not

cooling. A service call was set-up through the manufacturer with an

authorized service technician since the refrigerator was still under the manufacture

warranty. The manufacturer attempted to schedule Mrs. [redacted] for service on 4/19/14 however, there was a scheduling issue with the

technician and the manufacturer reassigned Mrs. [redacted]’s work order to another

provider. On 4/22/14, Mrs. [redacted] contacted us requesting to file a food loss

claim and reimbursement for the service technician that she hired to fix her

refrigerator. Mrs. [redacted] was informed that we would send her a food loss

claim form and the Repair Service Agreement covered up to $150.00. See the Repair Service Agreement Terms and

Conditions number (2) Additional Coverage: Appliances – Verified food loss of

up to $150.00 on refrigerators and up to $250.00 on freezers, per occurrence,

over the term of the agreement as a result of a covered failure. Although we are unable to honor her request

for $300.00 reimbursement towards food loss.

As a goodwill gesture we will agree to honor the $150.00 claim as well

as agree to reimburse the trip fee of $60.00.

A check for $210.00 is being

processed and should be received within the next 7-10 business days.

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

Customer Service at 1-877-358-1252.

Kind regards,

Conn’s Customer Relations

Review: In August 2012, I allowed my son to purchase a refrigerator on my Conns account. The terms were 6 months, no interest. The account was pain off in January 2013. On March 8, 2014, Conns collection dept. called and said that my account was past due. I explained that I did not have an active account with them that it was paid off. These people called me 3 and 4 times a day! I spoke to a supervisor and was told that they reviewed my complaint and that the balance of 16.32 was for insurance.1st. I did not get insurance.2nd. Conns gave my son the payoff quote in January 2013.3rd. Why did they wait over a year to notify me that there was a balance on the account?4th. Conns (being the ripoff that they are) considered it not being paid off within the 6 mos. and added 24% interest to the purchase price of 595.00. and claim that I now owe them a total of 196.50!!!!!I was told if I did not provide them with proof of Homeowners Insurance from the purchase date,or pay the balance they would report me to the Credit Bureau.Desired Settlement: I don't want this on my credit. I don't feel that I should have to pay for their error.

Business

Response:

Review: It all started on 12-**-2013. I called and established a service repair ticket with Conn's concerning my Samsung 60" LED TV. The initial call was well handled. Again, at this point all of the phone conversations have been pleasant and professional. I was told that I should hear something from the service provider to schedule the repair within 24 hours. I know it was around the holiday season, so that was not unreasonable.I called back on 12-**-2013 because I had not heard anything from a service provider. I initially spoke with [redacted] in the service department. She told me that they were still waiting on a "third-party provider" to perform my warranty work. She told me that I should call the manufacturer to find a service person. I told her that I paid Conn"s to do this very task and I didn't think I should have to call them directly. [redacted] was adamant that there was nothing she, or anyone else at Conn's could do to get my TV fixed. We argued for a few more minutes about the inconvenience, and I asked her to transfer me to someone who was more willing to ensure I stay a loyal and satisfied Conn's customer. She said she was transferring me to the Resolution Department, but instead just sent me to Customer Service. I spoke with [redacted] and explained that I needed someone who could help me resolve my problem. She said she would do her best. I explained the issue at hand, and the conversation I had just had with [redacted]. She explained that since she was in the Customer Service deaprtment, there was nothing she could do. She did see where there was a service date scheduled for 12-**-2013, and the tech would call me two hours prior. I asked who the tech was and she couldn't answer. I waited until 12-[redacted] 12-** came and went. I called at 1650hrs on 12-** to find out where the tech was. I spoke with [redacted] in the Service Department. She said they are still waiting on a provider. I asked her why I was lied to, it was to get me off the phone. It got worse when I got [redacted]Desired Settlement: At this point Conn's should simply replace my defective television, or get it serviced to my satisfaction. I am still expected to pay for this defective television, even though Conn's has violated the contract via service deficiencies. I do not believe that I am asking anything unreasonable here. I paid for an extended warranty, I want the service performed as promised. If the service cannot be performed, then a replacement is appropriate. I am not asking for anything more than fair.

Business

Response:

Review: I purchased a tv which I got the insurance and extended warranty on. This included accidential damage. So when the damage acured I contacted conns like I was prompted to do they sent a tech which stated someone will contact me in 24 hours which never happened so I contacted them and then was told 48 to 72 hours still no call so once I spoke to someone they say parts are being ordered and never heard from them again till I call and this time I was told they never spoken to us. Then when I was transferred to speak to someone and they say parts were never ordered and need to be replaced now ii just spoke with them and now they saying 5 to 7 days now and the payment is due on the first and my tv is still not fixedDesired Settlement: I want a phone call saying we are sending someone now to bring and replaace the tv that's what I am paying extra for so I want my stuff fixed

Business

Response:

Review: I paid off my a Television and warranty before six months in Sept 2012. Now Conns has credit collection calling me and reporting against my credit a year later. I have not ever received a call from them until now when I spoke to the first level customer service representative they saw too where my account had been paid but stated they would have to transfer the call to another level. The call was transferred and they are asking me to verify the last 4 digits of my social and I refused. I have never received any written communication or anything from CONN. My television was paid off in 2012 why am I receiving a call now? They need to quit calling my house and hatrassing meDesired Settlement: They need to reflect Positively on my credit because they never should be representing negatively.

Business

Response:

Review: [redacted] dryer was purchased on [redacted] of this year. On [redacted] it made a loud noise & stopped working. Called there service dept. on [redacted] to have somone come out. Two technicians came out on [redacted]. They said that the blower was shredded. Something had gotten down there, but they couldn't find anything. Part was ordered & a new technician came out on the [redacted] to put the blower in. He then said that the motor & the part that holds the motor was boken. Called the manager yesterday & he said that the part was ordered. I told him that I wanted a new one. He said that I would have to call [redacted]. Called [redacted] & they said that there technician would have to come out & confirm that it was defective before it could be replaced. That was going to be next week sometime. I called CONNS service dept. back & asked for there corporate so I could speak to a supervisor. I was give 5 different numbers and just passed around. inally I got through to a manager & she said the part was going to be here today. I called this morning & they set me up for a 3:00-5:00 appointment. I then get a call dfrom the technician clueless of what's going on. He said no the part was not in & it was just ordered. I then called corporate again, & they said the part did come in & it was the wrong one so it will be another week. It was reordered. I was starting to get a panic attack from this situation so I called my [redacted] to get involved. He then called the service department back & [redacted] was looking into it & will callhim back.

Consumer

Response:

I would like to get reimbursed for one day of work for me and one day for my [redacted] I would like CONNS to take off this months payment. I am having to go to the laundromat every few days because I have 4 boys. At $[redacted] a visit it is getting too expensive for us. I need to be reimbursed for those visits. Finally I need a new dryer. It is not even 2 months old and three major parts broke!! I would like a dryer replacement.

Business

Response:

Thank you

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

[redacted] purchased a [redacted] washer and dryer with a 1-year limited

manufacturer’s warranty. On [redacted] contacted us stating the dryer is

making a loud noise and will not turn on. A service appointment was scheduled

for [redacted]; upon inspection the technician found the fan and assembly duct needed

to be replaced and ordered the parts. Once the parts became available [redacted]

was scheduled for [redacted]; upon installation the technician found the strap had

broke since the last service call and determined more parts were needed to

complete the repairs. Our records show some of the parts needed for repair were

not immediately available therefore on [redacted]; we submitted an exchange

request to the manufacture for a possible exchange. Although we are still

waiting on a response from the manufacture, Conn’s has agreed to expedite the

process an issue an exchange on the dryer as a goodwill gesture; no further

credit are due. [redacted] may contact his nearest Conn’s location to initiate

the exchange. We sincerely apologize for any inconvenience Mr. and [redacted]

experienced during this process.

If

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

Kind

regards,

Review: I went to Plano store and I purchased a [redacted] refrigerator on [redacted]. My sales rep gave me a LONG speech on your "PRICE MATCHING POLICY" during his presentation. I was "sold" insurance without any discussion of it, even though I have home owners insurance.This situation was finally rectified after several phone calls. Then on [redacted] I say your ad for the same refrigerator for $1599. The store manager at Plano asked me for my phone # and reviewed my acct. and then advised me it didn't apply to black Friday but said my sales rep would watch the price and call me Sunday [redacted]. Well the price went back to 2099 but [redacted] had the same price. Again I traveled to Plano and spoke with a manager "[redacted]?" who again reviewed my acct and said "go get their circular and I will match the price" I went to [redacted] and got the circular and brought it back as requested. Then [redacted], advised me that I had 0 interest and it did not apply to me. I explained I was approved for 36 month repayment and had received a 36 month repayment book. He said "Sorry your rep didn't tell you this but you signed it"! What? He didn't disclose this information or the "insurance" YET he used it heavily in his sales pitch. Your commissioned sales reps are really sneaky.I want my price match of $500 credited to my acct and I would also like the 10% price match refund. I have plans to utilize my credit limit but will not purchase again from Conn's unless you honor what your representatives tell your customers. My other option at this point is to just return the unit and go buy one at home depot. This complaint is filed [redacted] within my 30 day window of returning the unit. Your prompt reply is appreciated.Desired Settlement: $500 and the 10% price match I was told by YOUR sales rep.

Business

Response:

Review: I PURCHASE A [redacted] SECTION FROM CONN'S ON [redacted].I CONTACT CONN'S IN [redacted] TO TELL THEM MY CUSIONS AND PILLOWS WHERE FLAT LIKE PANCAKES, I ALSO WANTED TO KNOW WHY MY BALANCE WAS NOT CORRECT.IN REFERENCE TO THE SECTIONAL.I WAS TOLD I NEEDED TO CONTACT MANUFACTOR DIRECTLY BECAUSE I DID NOT BUY A WARRANTY FROM CONNS.I ASKED CONNS CUSTOMER SERVICE FOR THE NUMBER THEY SAID THAT I NEEDED TO GO TO THE COMPANY WEBSITE.I GO TO THE WEBSITE.THE COMPANY ONLY HAD AN ADRESS.I CALLED CONNS BACK MANY TIMES ONLY TO BE TOLD THEY DID NOT HAVE THE NUMBER.NEVER GOT ANY WARRANTY INFO PERIOD.THE NEXT ISSUE WAS FINANCING.MY CREDIT SCORE IS 735.IT WAS EXPLAINED TO THAT WAS GETTING 6 MONTHS WITH NO INTEREST.THEN INTEREST WOULD START AFTER 6 MONTHS.SO FOR THE FIRST 6 MONTHS EVERYTHING WAS FINE.IN NOVEMBER MY RECORDS SHOWED I PAID $1,100.00.THERE RECORDS SHOWED I PAID ONLY $400.00.I WAS TRYING TO FIGURE OUT WHAT HAPPENED.I WAS TOLD THAT I ONLY HAD 6 MONTHS TO PAY THIS FURNITURE OFF.I WAS CONFUSED CAUSE I HAVE BOUGHT A TV AND A GRILL AND NOTHING LIKE THIS HAPPENED BEFORE.IF MY PAYMENT WAS $85 A MONTH.HOW WOULD I PAY THIS SECTIONAL OFF IN 6 MONTHS.BECAUSE OF MY CREDIT CONN'S CONTINUE TO SEND ME PRE APPROVE LETTER FOR 1YR TO 2 YRS WITH NO INTEREST.I WAS TOLD IT WAS THERE POLICY TO RUN MY CREDIT THREW GE CAPITAL AND THEN THREW STORE.I WAS INFORMED THAT MY CREDIT WAS NEVER RAN THREW GE CAPITAL WITCH WOULD HAVE GOT ME LOWER AND LONGER PAYMENTS.IN WITCH MY CREDIT QAUILIFIED ME FOR 0 INTEREST.I HAVE CALLED CONN'S MORE THAN THIRTY TIMES.WITH NO RESLOVE.THERE HELP DESK MAKE A MILLION NOTES AND NO ONE WILL CALL YOU BACK.I EVEN WENT IN THE STORE AND TALK THE STORE MANAGER EDWARD AND HE TOLD ME HE WAS GOING TO THE BACK TO LOOK UP INFO.HE NEVER RETURNED TO HELP ME. I CALLED CORP OFFICE FROM INSIDE THE CONN'S STORE TO COMPLAIN.CONN'S WAITED UNTIL MY WARRANTY EXPIRED BEFORE THEY CAME UP WITH THE MANUFACTOR'S NUMBER.THEY FINALLY GAVE ME THE NUMBER ON [redacted] OFFER TO REPLACE ALL PILLOWS AND CUSIONS.DEFECTIVE.Desired Settlement: I WOULD LIKE A REFUND OR EXCHANGE OF FURNITURE NOT MADE BY THIS [redacted] COMPANY.EVEN THOW THEY ARE WILLING TO REPLACE PILLOWS AND CUSIONS IM NOT SURE THE SAME THING WON'T HAPPEN AGAIN.I ALSO WANTED TO PULL MY CREDIT AND CORRECT MY FINANCING.

Business

Response:

Thank you for the opportunity to respond to Mr.

[redacted]’s complaint regarding his [redacted] sectional and ottoman

that was purchased with us on [redacted].

According to our records, Mr. [redacted] purchased a [redacted] section and ottoman that came with a 1- year limited manufactures warranty

which expired [redacted]. Our records show Mr. [redacted] contacted us on [redacted] needing service and was advised his warranty had expired and we would

not be able to honor his request for service or an exchange. Our records do not show any previous service

calls on file and we are not aware of a known defect. We have contacted the manufacturer in

reference to the known defect as Mr. [redacted] had previously mentioned and we

were informed by the manufacturer that they are not aware of a defect. We were

advised however, that when Mr. [redacted] spoke with Ms. [redacted] with [redacted] she referred him to the retailer because we are a servicing dealer had the

warranty not expired. Conn’s offers service on furniture items while still

covered by the manufactures warranty or the [redacted].

In regards to Mr.

[redacted]’s financing we show Mr. [redacted] signed a 32-month retail

installment contract on [redacted]; the contract included a 6-month no

interest financing promotion. Our records do not show a GE application was

requested or submitted at the time of purchase. The account has been

established for approximately 14 months; therefore we are unable to change the

terms of the agreement.

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.

THE CONNS REPRESENTATIVE IS LYING.I CALLED IN [redacted], BECAUSE AFTER THE 6 MONTH 21% INTEREST WAS APPLIED TO MONEY I PAID OVER THE 6 MONTH THAT I WAS TOLD WOULD BE INTEREST FREE. WITCH I WAS SUPPOSE HAVE 0 INTEREST BECAUSE OF MY CREDIT.THATS HOW THE SERVICE REPRESENTATIVE EXPLAINED TO ME.I WOULD GET 6 MONTHS NO INTEREST. THEN 21% WOULD STARTIN THE 7 MONTH.MY PAYMENT WAS SET AT $85.00 MONTH. THE PRICE OF THE COUCH IS $2090.00 .($85 x 6 = $510.00). (NOW $2090 / 6 = $384.33).IF I WAS TOLD MY PAYMENT WAS TOLD MY PAYMENT WAS $384.33 I WOULD NOT HAVE SIGN CAUSE I KNEW SOMETHING WAS WRONG.CAN YOU PLEASE ASK CONNS FOR A COPY OF THE CONTRACT.ITS IN WRITING WHAT THEY DID.CONNS REPRESENTATIVE TOLD ME THAT THEY WOULD CORRECT MY CONTRACT OVER THE PHONE.I SPOKE WITH THERE CREDIT DEPARTMENT.THE REPRESENTATIVE TOLD ME THE SALEMAN WHO WROTE UP MY CONTRACT DID NOT FOLLOW CONN'S RULES.I WAS TOLD THAT ALL CREDIT WAS RAN THREW G E CAPITAL FIRST,THEN IN STORE CREDIT FOR THOSE WHO HAVE BAD CREDIT.I WAS DIRECTLY GIVEN IN STORE CREDIT.WITCH IS WHAT I FOUND OUT WHEN I CALLED.SINCE NOVEMBER OF 2013 I HAVE PAID $680.00. I CALLED AND I WAS TOLD MY BALANCE WAS $2700.00 BECAUSE IT WAS NOT PAID OFF IN 6 MONTHS. I ASKED WHAT KIND OF CONTRACT IS THIS. MY FURNITURE WAS ONLY $2090.00. I WAS TOLD THAT I WOULD BE CONTACTED IN 24 HOURS BY A REPRESENTATIVE.NO PHONE CALL.WHILE ON THE PHONE I ASKED ARE THERE ANY KNOWN ISSUES WITH THIS [redacted] SECTIONAL CAUSE WHEN YOU SIT DOWN ON THE CUSHIONS THEY GO FLAT LIKE PANCAKES .YOU COULD NOT SIT OR LAY IN ONE PLACE TO LONG CAUSE YOU COULD FEEL THE BOTTOM OF THE COUCH.I WANT BE CLEAR.I SPOKE WITH EVERYY DEPARTMENT AT CONN'S AND NO HAS EVER CALLED ME BACK. THERE REPLY SAYS THERE WAS NO WORK ORDER THAT WENT IN DURING THE WARRANTY PERIOD.WELL THATS BECAUSE THEY TOLD ME THEY WHERE NOT RESPONSIBLE BECAUSE I DID NOT BUY A WARRANTY FROM CONN'S.IT WAS A MANUFACTOR ISSUE AND I WOULD HAVE TO CONTACT THE MANUFACTOR.SO I GO ONLINE TO FOUND [redacted].COM AND THERES NOTHING BUT A ADRESS IN MISSISSIPPI WHILE ONLINE I SAW COMPLAINTS ABOUT [redacted] FURNTURE ON THE FIRST HEADING. THERE WHERE SO MANY PEOPLE HAVING THE SAME EXACT PROBLEM I WAS SHOCKED BECAUSE I WAS NOT EVEN LOOKING FOR THAT.I CALLED CONN'S CUSTOMER SERVICE BACK THEY TOLD ME THEY HAD NO CONTACT INFO AND TO LOOK ON THE RECEIT.NO INFO. I ALSO EXPLAINED TO THEM WHAT I JUST SAW ONLINE THAT OTHER PEOPLE WHO BOUGHT FROM [redacted] OR HAVING THE SAME ISSUE WITH THERE FURNITURE.I WAS TOLD I WOULD GET A CALL BACK IN 24 HRS.NO RETURN PHONE CALL.I CALLED AGAIN THEY TOLD ME THEY HAD NO INFORMATION ON THE COMPANY.I HAVE TALKED TO TRESH, FELECIA, [redacted], JANA, TRESHA, ALL EMPLOYEES FOR CONN'S.THEY ALL TOLD ME A MANAGER WOULD BE CALLING ME BACK IN 24 HOURS.THE ONLY CALL I GOT WAS WHEN I DID NOT PAY THE BILL OR MESSAGE SAYING PLEASE CALL CONN'S. I PUT THE PAYMENT IN MY SAVING UNTIL THIS ISSUES IS RESOLVED.SO KNOW WHEN THEY CALL I TELL THEM I NEED TO SPEAK TO A SUPERVISER.I HAVE NEVER MISSED OR BEEN LATE ON PAYMENT.ONLY THE PATMENT I HELD BACK TO GET A RESPONSE.I WOULD ALSO LIKE TO ADD THAT RIGHT AFTER MY WARRANTY EXPIRED THEY TRIED TO PLAY GAMES WITH ME.THEY REQUESTED MY EMAIL ADDRESS TO PRETEND LIKE I WAITED UNTIL AFTER MY WARRANTY EXPIRED TO CONTACT THEM.IN THE EMAIL I MADE IT CLEAR THIS WAS NOT OUR FIRST CONVERSATION,THIS IS JUST THE FIRST EMAIL.IM NOT CRAZY AND I KNOW WHAT YOUR TRYING TO DO ITS NOT GONE WORK.WHEN I CALL CONN'S I KEEP ASKING THE FIRST POINT OF CONTACT BY PHONE THEY WILL NOT ANSWER THE QUESTION.SO IF PAY CLOSE ATTENTION TO THERE REPLY IT SAYS NO WORK ORDER.CUSTOMER SERVICE AND WORK ORDER DEPARTMENT ARE TWO DIFFERENT DEPARTMENTS.IN THE WORK ORDER DEPARTMENT THEY ASK YOU TO PAY A $95.00 SERVICE FEE.WHY AM I GONE PAY A SERVICE FEE WHEN IM UNDER WARRANTY AND MY FURNITITURE IS DEFECTIVE.THE CUSTOMER SERVICE DEPARTMENT AND CORPOPRATE OFFICE ARE TWO DEPARTMENTS I HAVE SPOKEN WITH THEM OVER 20 TIMES OR MORE.SO I HAVE BEEN CALLING SINCE [redacted].I FINALLY GET THE MANUFACTORS NUMBER ON [redacted].I CALLED,A LADY NAMED [redacted] ANSWERS [redacted].SHE TELLS ME ON( [redacted]) THAT THEY WOULD STILL REPLACE THE CUSHIONS ALL THE WAY AROUND THE SECTIONAL AT NO CHARGE AND THAT CONNS SHOULD HAVE CALLED HER AND IT WOULD HAVE ALREADY BEEN DONE. MY ISSUE NOW ARE THESE CUSHIONS ANY BETTER THAN THE OTHERS BECAUSE I BUY FURNITURE ABOUT EVERY 8 TO 9 YRS AND IT STILL LOOKS BRAND NEW WHEN I PASS IT ON TO SOMEONE ELSE.I RATHER THEM REPLACE IT WITH SOMETHING OF BETTER QAULITYBECAUSE I SEE THEY DON'T DO RIGHT BY THER COUSTMERS AT ALL. APPLY MY MONEY TO SOMETHING THATS NOT DEFECTIVE.FIX MY CONTRACT THEY MESSED UP.LET ME PAY IT OFF AND THEY DON'T HAVE TO WORRY ABOUT ME BUYING THERE AGAIN.IF YOU ARE WORKING FOR THE Revdex.com PLEASE DO TWO THINGS FOR ME IF YOU CAN.REVEIW MY CONTRACT, CALL [redacted] ,AND LAST GOGGLE [redacted] SECTIONAL AND SEE HOW MANY PEOPLE HAD TO THROW THERE FURNITURE AWAY AND HAVE NO WAY OF CONTACTING [redacted].MY MAIN ISSUE WITH CONN'S IS THEY BLOCKED ME FROM CONTACTING THE MANUFACTOR DURING MY WARRANTY PERIOD.THEY DID NOT WANT ME TO CONTACT THE MANUFACTOR BECAUSE THEN I WOULD FOUND OUT CONNS HAD TOTAL CONTROL OF REPAIR OR REPLACMENT OF MY DECTIVE SECTIONAL.SO THEY THEY PLAYED THE BLAME GAME UNTIL WARRANTY EXPIRED.THE ONLY REASON IM CONTACTING THE BETTER BUSINESS THIS LATE IS BECAUSE I REALLY DID NOT KNOW THEY RESOLVE PROPBLEMS LIKE THIS.MY MOTHER TOLD ME ABOUT THE Revdex.com 3 WEEKS AGO BECAUSE I HAD BEEN TELLING HER WHAT HAS BEEN GOING ON.THE LAST STRAW FOR WAS WHEN I WENT INTO CONNS DEPARTMENT STORE AND SPOKE TO EDWARD THE STORE MANGER @ [redacted] STORE IN ARLINGTON TEXAS.I EXPLAINED TO HIM WHAT WAS GOING ON .THIS MAN WALKED TO THE BACK OF THE STORE AND NEVER CAME BACK.LEFT ME AT THE FRONT DESK LOOKING CRAZY.THE OTHER STAFF LOOKING ON.I WAS NOT RUDE OR ANYTHING I DON'T KNOW WHAT THE PROBLEM WAS. I CALLED CORPARATE FROM THE FRONT DESK TO COMPLAIN.HE WALKED BACK TO FRONT BREIFLY. DID NOT SAY A WORD AND LEFT WALKED TO BACK AGAIN.I TALKED TO [redacted] BY PHONE THAT DAY TO FILE THE COMPLAINT.I WAS TOLD I WOULD GET A PHONE CALL IN 24 HOURS GUESS WHAT.NO PHONE AT ALL.NO PHONE CALLAS PEROID ONLY FOR PAYMENT.SO THERE REPLY IS NOT ACCEPTABLE.I COULD NOT MAKE A SERVICE CALL BECAUSE CONNS TOLD ME THAT [redacted] WAS RESPONSIBLE.KNOW THAT I HAVE CONTACT WITH [redacted] AT [redacted] SHE SAID YOU HAD CONTROL OF THIS ISSUE ALL ALONG.I MADE IT CLEAR TO HER THAT IT WAS AFTER MY WARRANTY BECAUSE CONNS TOLD ME THEY HAD NO CONTACT INFORMATION FOR [redacted].SHE TOLD ME TO HAVE CONNS TO CALL HER SHE WOULD REPLACE ALL OF MY CUSIONS FOR FREE..SO I CALLED THEM AGAIN .[redacted] HAS NOT HEARD FROM THEM AND NEITHER HAVE I.

Review: I am in the process of having my home refinanced, but was having some problems because of the paid off account that I had with Conn's showed in the comments field "customer disputes." I contacted Conns on [redacted] and spoke with [redacted] and she gave me a ticket number and told me that someone would contact me within a few days. I waited for almost a week and no one called me back. I called on [redacted] and the representative informed me that Conn's never received a fax from me. I gave her the fax # I was given and that I had a confirmation on my side. She asked me to refax. I refaxe and waited. On [redacted] I called and got the same response. No one had received my fax. I asked to speak with a supervisor and she gave me her personal fax number and said she would stay on the line with me and ensure that the correct person received the fax. She told me she had received and was about to walk down the hall. On [redacted] I called Conn's back because I had recived a response from [redacted] and it stil showed "customer disputes." When I called Conn's on [redacted] I spoke with a [redacted] and she informed me that the fax had never been received and I needed to refax it to her and she would personally make sure it was did. I asked to speak with a Supervisor or someone in authority because I was highly upset that a supervisor had lied and I needed some reprimand since I had missed one lock date on my house and was about to miss another one. She informed me that they were doing new employee training and no one was available, but I could call back later.Desired Settlement: I would like Conn's to take the time to remove the comments "customer disputes" from my credit file and if they do not know how to do it, then they should contact [redacted]. I also provided them with the number that [redacted] gave me to give them in case they had questions. I also think they should refund me $500.00 fee I had to pay for this refinance process. It is because of them that I have not been able to get my home refinanced and I am still unable to until this matter is resolved.

Consumer

Response:

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

Regards,

Review: We purchased sofas from Conns furniture in Centennial, Colorado. Within 3 weeks the cushion covers began to fray. A technician came out to inspect the sofas and ordered new cushion covers and then came back and replaced the cushion covers. This whole process took over 1 month. Within another 2 weeks, the new cushion covers began to fray. We called Conns service again and they sent the technician out. He was not very happy that he had to go for the same problem. We got a call from Conns letting us know that we can exchange our sofas. We went to the store to find out that they're only giving us the same sofas. These sofas are defective and should not even be sold. Even the show room sofas (same sofas) have the same issue and we pointed it out to the sales associate. I've made over 20 call to Conns corporate offices and I can not get a resolution. They will not do anything else except give us the same sofas. We are paying over $1500 for these sofas (financing) and they will not admit that this particular sofa model is defective. Can you please help us get a resolution?Desired Settlement: I would either like different sofas of the same value or the money back that we have invested. If we get back the money that we have paid, I want them to take the sofas and wipe out the remainder of the financing. But I would rather have better sofas.

Consumer

Response:

This letter is to inform you that Conn's has carried out to my satisfaction the resolution it proposed for my complaint, filed on 11/13/2014 12:21:43 PM and assigned ID [redacted]

Regards,

Review: This also contains customer services on visit to Conn's. I went in to see about my preapproval offer. I was approved and I purchased a dining set. I purchased a 850.00 set. I was offered free delivery upon I pay 129.99 and I would receive a rebate of that amount. I told the salesman that I could pick it up my self. He states that it would be assembled and delivered if I chose to have it delivered and that I would get my rebate of the delivery charge. He insisted that I choose this. I went along with the offer. I was told to fill out the rebate form and send it in. After a few days I got a message that I did not qualify for the rebate. The company said that I didn't purchase a single item of 499.99 so this disqualified me on the rebate. I called the store and talked to a couple of managers and they stated I should get the rebate. It was resent by one of the managers and again I was declined. I feel that I was just lied to get me to drop the complaint. I feel that the salesman should have said something about the fine details and not try to push the delivery. The price of delivery is not worth 129.99, this was a local delivery. This is price gouging and misleading the customers. I deserve to get my rebate.Desired Settlement: I deserve to get the rebate due me.

Consumer

Response:

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

Review: I went to Conns to pick out stove, fridge and tv for my home I was moving into. Delivery was set up for the following Saturday. Saturday came heard nothing from Conns. I called Conns and they informed me the stove I picked out was not avasilable to come back 100 + miles to pick out another one which I did. I picked out another stove and took my tvs home with me for delivery of stove and fridge on Wednesday. I tried at that time because I had driven back the 100+ miles to get free delivery which they informed me they could not do. Wednesday came no word from Conns so again I called to be informed that the fridge I ordered was not in stock. They wanted me to drive the 100+ miles again to pick out another one!! I called the delivery and he said they should have one in by Friday for Saturday delivery. I called Friday and was informed that the fridge did not come in. I called the store and spoke to [redacted] the assistant manager although very nice informed me that she would hold one off the floor that was being clearanced but I would have to bring my truck to bring it home. I am unable to unload a fridge by myself so this is NOT an option!! I asked her [redacted] to take the fridge off my invoice so at least the stove could be delivered. She did that for me. On Saturday when the stove was delivered it had a dent in the side of the stove. I was livid. The delivery guy was very nice and from what I understand does not work for Conns and is contracted out. He called the warehouse and they gave me 15% off which only takes off the tax. I've tried for over a week to get in touch with a district manager but to no avail. I have a ticket # [redacted] that they gave me to log when I first tried to contact the district manager.Desired Settlement: I would like at least some taken off my bill for all the aggravation this has caused me. I will not do business with Conns after this ordeal is over with!!

Business

Response:

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

7/05/14, Mrs. [redacted] selected a GE refrigerator and electric range to be

delivered however; due to range not being available for immediate delivery Mrs.

[redacted] was asked to re-select a new model. On 7/12/14, Mrs. [redacted]

re-selected a Frigidaire electric range and received delivery on 7/19/14

however; the GE refrigerator was no longer available. Mrs. [redacted] requested to cancel the refrigerator

and a credit of $632.19 was applied to her account. After researching Mrs. [redacted]’s complaint we

found during delivery a dent was discover on the range, Mrs. [redacted] was

offered and accepted a 15% discount which has been processed to her account.

Mrs. [redacted] was contacted by the district

manager to discuss her concerns; due to her experience in addition to the

damage concession; Conn’s has refunded Mrs. [redacted]’s delivery charged and

mailed her a $50 gift card.

We sincerely apologize to Mrs. [redacted] for her

experience and any inconvenience. We

appreciate her for bringing her concerns to our attention. The matter has been addressed with those

involved to ensure it is not repeated.

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 respond to Mrs. [redacted] additional concerns. Our records show on 8/11/14, a $50.00 gift

card was mailed to [redacted] We attempted to contact Mrs. [redacted] on

10/1/14 to verify her mailing address but were unable to reach her at the time.

Although the gift card has not been returned

to sender we will gladly send out another gift once we have confirmed her

mailing address.

Mrs. [redacted] may contact us directly 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.

They sent me a gift card which you can not use towards your payments and can only use in Conn's store. I will not ever be going to Conn's again so this card is useless to me.

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

Regards,

Review: Conn's has is charging me for a fraudulent insurance policy, that I neither signed off on or agreed to. They had to redraw my contract 3 separate times for the same items. They still screwed it up.

I have a cash option, and every time I call in they are trying to charge me interest.

I've been told twice I paid this contract in full and yet they provide no account summary or line by line break down of charges and are coming after me now for $722.36.

Their office stated that it is company policy to always implement an insurance policy on purchases.

That'd be fine is the consumer was aware of it at the time of purchase.

I want my account closed and showing paid in full. I want a line by line breakdown of the charges.

I've had to call 35 different times on this. Enough is enough.Desired Settlement: I want my account to be closed out and show "paid in full", as I have I already paid for this merchandise, submitted everything y'all have asked and never signed off on an insurance policy.

Business

Response:

Thank you for

the opportunity to respond to [redacted] concerns regarding account

#[redacted] stated she

should have had a cash-option promotion on her account.

According to

our records, [redacted] signed a 32-month retail installment contract on

October 1, 2013. There was supposed to

be a 12-month no-interest financing promotion on the account. We submitted a manual cash-option to correct

[redacted] contract.

was made aware that when a cash option promotion is calculated manually, She

would need to call in for the manually calculated payoff before the cash-option

ends on October 7, 2014.

[redacted] is

also stating her account should be paid in full. [redacted] paid a total of $2900.00 and her

cash option amount is for $3093.21. This

leaves an outstanding balance of $193.21 that will need to be paid before the

cash option expires on October 7, 2014.

stated she was not aware she had insurance on the account. We have attached a copy of [redacted] signed contract showing that she signed and accepted the insurance as well as

the General Information Page explaining the terms of the insurance.

Business

Response:

Thank you again for the opportunity to respond to [redacted] concerns regarding her account.

[redacted] will need to fax in a copy of her renters insurance

policy in order or that to be canceled.

[redacted] will also need to submit in writing that she would like the

credit life, credit disability and involuntary unemployment insurance

canceled.

The 12-month cash option on the account will have to be manually

calculated. Please have [redacted] call

for the manually calculated payoff before the cash-option ends on October 7,

2014.

[redacted] may fax her insurance information and cancelation

requests to our insurance department at [redacted]. Please notate the account number on the fax

to expedite the process.

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, as long as conn's holds up their end and marks my account paid on full upon receipt of $193 and change as well as an additional copy of my insurance policy.

Review: On [redacted] 15 I purchased appliances from Conn's. 24 hours later one of the appliance broke. They replaced. On [redacted] 15 2 of my new appliances broke. They sent a repair tech out he looked at units and ordered parts. He came out when parts arrived replaced and appliances still did not work. He told us they were not repairable and they would be replaced. My [redacted] called the service center to check the status on replacement, but was told they had nothing on file. I contact the [redacted] at the store he told me they have nothing to do with the service but to call the service hotline and ask to speak to [redacted]. I did, [redacted] told me I could not speak to [redacted]. I told her I needed to speak to [redacted]. Several minutes later she came back told me [redacted] was on the other line. I asked her to transfer me to her voice mail and I would leave a message. I left a message and she has not returned my call. It is now [redacted] 6 and my appliances broke on [redacted] 15 and I cannot get anyone at Conn's to return my call, or replace my appliances.Desired Settlement: I want a refund for at least a month payment, and be able to pick a different set of appliances at no additional charge.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show on */09/14, [redacted] purchased a [redacted] refrigerator and a [redacted] washer and dryer all with a

36-month Repair Service Agreement Plan. [redacted] was

scheduled for delivery on **12/14; he received his refrigerator and washer in

good order however, the dryer would not heat up properly therefore the unit was

exchange and re-delivered on */15/14 in good order.

We received

[redacted] complaint and found he contacted our service department on [redacted]15/14

regarding his washer and on [redacted]16/14 regarding his refrigerator.

Review: We purchased a sofa in January from them that was suppose to be all leather. By the End of February I noticed that the material was starting to flake. I called and reported this the first week in March. As of today, Conn's still has not fixed, replaced or done anything with this sofa. We have called every week for the last two months and still nothing.Desired Settlement: I have tried to resolve this matter with Conn's however, nothing has been done. I would like a full refund so that I can go somewhere else an buy a sofa that is not going to come apart with 2 months of us having it.

Business

Response:

Thank you for the opportunity to

respond to Mrs. [redacted] complaint.

Our records show on 1/18/14, Mr. [redacted] purchased a Catnapper Nobel

loveseat with a 1-year limited manufacturer’s warranty. On 5/19/14, Mr.

[redacted] contacted us stating the staples are coming out of the loveseat and

the leather is flaking on the armrest. A service call was scheduled for

6/14/14; upon inspection the technician found the arm covers and bottom casing

cover needed to be ordered for repair. The parts were ordered however; we found

there was a delay in getting the covers.

We have contacted the manufacture on Mrs. [redacted]’s behalf and we are

committed to getting the parts needed to complete the repair as quickly as

possible. We have been advised the

covers have been shipped and are scheduled to arrive on 8/5/14. Once we receive the parts, Mrs. [redacted] will

be contacted to schedule a repair date. Although

we are unable to honor Mrs. [redacted]'s request for a refund at this time, Conn’s

will agreed to replace Mrs. [redacted]’s loveseat if the cover is not received as

scheduled.

If we may be of further

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

Kind regards,

Customer Relations

Consumer

Response:

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

First, I have been trying to get this matter resolved since MARCH, not May. I contacted the service department in March requesting someone to come and look at my sofa. No one showed up until June 17, 2014 after many many phone calls requesting someone to look at it. There is more wrong than just the arm casings and the staples coming out. The service guy that came out noted that on the bottom of the foot rest, it was rubbing up against the arm casing and therefore the leather is ripping ever time you recline the sofa. Replacing just the arm casings is not going to fix the leather all over the sofa. There is flakes missing all over the sofa. I am really tried of getting the run around. I have been a customer of Conn's for many years and I have always paid my payments on time. Therefore, I feel that Conn's should take care of this issue and replace this sofa that is falling apart.

Regards,

Review: We purchased a bed set and received a free tv. The tv has quit working, so we contacted the manufacture. After 6 weeks, we finally received a return authorization to return the tv to conn's in exchange for another one. The manufacturer has assured us several times that conn's has been credited the return. We have had the run around on this saying they don't do returns or exchanges, and so on. After getting the authorization last week. We went in as instructed to get our replacement. [redacted] helped us, and said he wasn't able to change my address in the computer and they don't carry the tv in store, so he would have delivered to store the following tue or thur and we could pick up then. He had us leave the broken tv at that time. Well the time passed, no one called, spent all day yesterday playing phone tag with them and getting the run around. Now they can't deliver tv to the store, but he can change my address and have delivered. This was after several hours of them even saying I don't have an account with them. Supposed to call today to confirm, and agin no phone call. Tired of getting the run around on a $229 tv, I just want what they have already been credited for. Thats like stealing if they were paid by the manufacturer for the tv I have yet to receiveDesired Settlement: I want the tv or a tv same size(32") and value delivered or available for me to pick up in store with no issues.

Business

Response:

Thank you for the opportunity to

respond to Mrs. [redacted] complaint. Our records show on 5/10/14, Mrs. [redacted]

purchased a Tempurpedic Queen mattress and box spring both with a 48-month

FurnitureGard Plan and receive a free 32” Haier television with her qualified

purchase.

We received Mrs. [redacted]’ complaint

and found on 10/15/14; we received a return authorization from the manufacture

to exchange her television. Our records show we did not have the television in

stock at the store location Mrs. [redacted] original made her purchase. We have

submitted a transfer request to have the unit available for pickup at the store;

the television will be available for pickup on 11/12/14. We sincerely apologize

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

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

Service at [redacted]

Kind regards,

Review: I purchased a TV from Conn's 3/28/2014 I was signed up for insurance I didn't ask for and was in a cash option program so I had 1 year no interst well if you fail to make a payment 10 days past your due date you are knocked out of the program well in September of 2013 I made a payment over the phone and they took my card info an applied my payment to someone else's account then they started calling me saying they haven't received my payment well by the time I proved I made the payment 10 day went by and I was knocked out of the cash option program well on 2/**/2014 I made another payment and found out I was knocked out of the program well I called them was on the phone over an hour I talked to a manager and then finally a lady name [redacted] who suppose to be th VP she promise me they would call me the next day an reinstate me but I never received a call well I on 2/**/ 2014 and ask to speak to her today and couldn't get her and my 1 year is up on 3/**/2014 and they're gonna try to make me pay interst on the account and I never missed a payment these are the issues I'm having with Conn's Electronics please help.Desired Settlement: Well on Tuesday after I found out the insurance I didn't want I had to go to the store and fill out a form to dismiss the insurance but had to go back and get a copy of my home owner's insurance to show proof I have insurance which they never explained to me and now on the phone everyday trying to check on my reinstatement I think I need some kind of credit for all the time and effort I'm putting in and i'm still getting blown off.

Business

Response:

Review: They did not honor insurance to make a repair or replacement of tv

Fail to repair or replacement of [redacted] 39 in tv even when the service man of the company stated that it would be more to repair the tv than to replace it for the same model they failed to do soDesired Settlement: we would like the agreement honored and get a replacement tv as the agreement stated

Business

Response:

Review: I financed a couch through conns. I purchased the additional warranty in case of damage. Within 6 months the couch broke and was deemed not fixable. I was approved for an exchange on the furniture. I was required to return the furniture to conns warehouse and pick up the new couch. I returned the broken couch and refused the exchange because we no longer wanted furniture from conns due to faulty cheap quality. I went into the [redacted] store where I had bought the couch to close out my account. The sales rep contacted the warehouse to confirm the furniture was returned then proceeded to close out and zero out my account and balances. I got my invoice copy and was sent on my way. Everyday since then I've received call after call after call from conns billing about money owed on the couch. I went back to the store in [redacted] and their computers show I have a 40$ unpaid balance and property insurance to pay. According to my invoice and the sales rep before all of my account was cancelled. We then called the corporate to remove the property insurance because I no longer own said property. That service agent could not change or remove my account so it was escalated to their service department. I faxed my invoice and a written request to cancel my account and remove the property insurance and was told it would take 72hrs to complete because not only were we dealing with those issues but corporate also found a credit on my account and their account records did not match the store records where I purchased my couch. I have continued to receive phone calls from collectors to the point of harassment. 72 hrs has passed and the help desk has refused my requests and conns is still charging me monthly and I don't know where they are coming from or why. My account information still does not match and I'm still being charged for furniture I do not own and have an invoice stating I owe nothing on.Desired Settlement: I want my conns account closed. I want the property insurance and charges dropped. I want nothing more to do with conns and their "con" ways of doing things. I want both accounts at the store and corporate matched and closed and I want collectors to stop calling harassing me.

Business

Response:

Thank you for the

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

[redacted], [redacted] purchased a [redacted] sofa with a

48-month FurnitureGard Plan. [redacted] elected to pickup her sofa from our

Conn’s warehouse located in [redacted], TX.

After further research

regarding [redacted]’s complaint we found on [redacted], she was approved for an

exchange on her sofa and received an in-store credit of $549.99 (the original

amount paid) to re-select another furniture piece. Our records show [redacted].

[redacted] returned the damage sofa to the warehouse; a new invoice ([redacted]) was

created on [redacted] for a new [redacted] sofa and a 48-month FurnitureGard

Plan. [redacted] later returned to her local Conn’s and requested to receive

a refund in lieu of the exchange. On [redacted], **. [redacted]’s invoice was

completely cancelled however; the request to apply the credit of $549.99 in

lieu of the exchange was not initially processed. As of [redacted], we have

submitted a request to apply the approved credit of $549.99 to close [redacted].

[redacted]’s account; please allow 7-10 business days for the credit to apply to

her account.

[redacted] has been

contacted and is aware of the approval. Regarding

the property insurance cancellation, [redacted] acknowledges she does not

have homeowners or renters insurance therefore we were unable to honor her request

to cancel the coverage. We can, however,

cancel the other optional insurance coverage that was elected once we receive

[redacted]’s written request. We

sincerely apologize for any inconvenience [redacted] experienced during this

process.

If we may be of further

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

Kind regards,

Review: On March 12, 2015, my Mother purchased a refrigerator from Conn's at about 11 a.m. I, her daughter, returned back in town a few hours after the purchase and realized that we needed to cancel this order. I called, spoke to the salesperson, and cancelled the order. I was told to come to the store to pick up my Mother's check. I went to the store around 4 p.m. and was told by the assistant manager that I could not have the check returned to me (even though my name is on the check)--that their procedure was they would mail her a refund check in three to five days. After two weeks, it became necessary to speak to [redacted], He contacted the Conn's headquarters and was able to get a check issued the following week. We received the check on March 28, and the check was made out in error to my father, [redacted] who [redacted] I went to the [redacted] store on Monday, March 30, with the checjk in hand and was told that their salesperson should have never processed the sale with his name on the invoice (my mother and father had previously purchased an item from Conn's and his name pulled up in the system when the salesperson put in Mom's home phone number). I was advised to take a copy of his [redacted] and a copy of my mother's driver's lisence to the headquarters in [redacted]. I immediately took the requested documents to the office and was required to provide a statement which I signed asking that the check be issued to my Mother since my Father had [redacted] years ago. I was told that Mom would receive the refund check in three to five days. On Friday, April 10, I went back to the store and spoke to [redacted] again. I was told that he was working on it. He tells me that he discussed the situation with his District Manager and that he was now in touch with the correct person. I spoke to him again on Monday, April 13, and was promised a phone call with an update. I still have heard nothing.

I do not understand why my Mother is having to wait more than a month to receive a refund for a refrigerator order that was cancelled only a few hours after the original transaction was completed. She did not put the incorrect name in the computer--her check clearly shows her name and my name. We have complied with every request that Conn's has made. Her original check cleared the bank on March 17, 2015, and now it is April 14, 2015, and she still DOES NOT have her money. I have explained repeatedly to them that she is an 85 year old woman living on a fixed income that needs these funds.

I realize that this might not be a routine procedure to correct their error, but it can and should be handled immediately.Desired Settlement: A refund check should be issued immediately to my Mother. They have had her money for more than a month, and she did NOTHING wrong and did not create this unfortunate situation. Someone at Conn's needs to figure out how to resolve their accounting problems and issue a refund check in her name immediately.

Business

Response:

Thank you for

the opportunity to respond to [redacted] concerns regarding a refund due on

her Mother’s account. We have spoken

with [redacted] and issued a refund for check for the returned

merchandise.

If [redacted]

has any further questions we ask that she contact us directly so we may address

the issue.

We value [redacted] and appreciate her bringing

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