Conns Appliance, Inc.

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: 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: 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: [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: 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: 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: [redacted] knows I try to be honest and treat others as such. I have contacted Conns 1-800#, customer service on 3 separate occasions and spoke to 7 or 8 different reps, being transferred from this one to that one and now I have to take time out to file this complaint because I was told it was going to be forwarded to the proper department and corrected, even that someone was going to give me a call back, never happened yet. I started paying this loan out as of Jan. 20th, keeping up with the payoff amount being given to me from their(Conns)system. Last payment I made was, what was told to me to pay account off in full ($125.45) . Well months later I go on the website to pay my other conns bill and I see I have a balance $23.53. Which if I had not ran across this lord only knows if from adding more and more fees I would be reported again to credit bureau. Its so unfair to us honest hard working people who have to count our nickels and dimes, to have to go through this. My name has been reported to the credit bureau in the pass, which I have disputed because I know there were errors. of stuff like this and it still affect my credit as of today. I don't want to see this unfair treatment should up on my report again as well.Desired Settlement: I want this to be cleared up and have a $0. balance, as it should be. As well as my other accounts be reviewed again to see what if any thing was in error to have my name placed on the credit bureau of unfair practices as this. I do have a copy of the last payment which is on conns website as showing I have paid off this account.

Business

Response:

Thank you for

the opportunity to respond to [redacted] concerns regarding her

account. [redacted] stated she wanted

her balance cleared and her account closed.

As a one-time

offer and a goodwill gesture we are in the process of closing [redacted]

account. Please allow 7-10 business days

for the account to close. Once the

account is closed, [redacted] will receive a close-out letter in the mail.

We value [redacted] as a customer and appreciate her bringing her concerns to our

attention.Thank you,[redacted]

Review: This has been ongoing since February 2015. My cell phone number is [redacted]. I have been receiving phone calls from [redacted] which is for Conn's Credit Account Information & Payments. However, I am not a customer of Conn's and I have never ever done business with this company. I have called back the [redacted] and have tried to have my number removed from your system but, that never happened. I have tried emailing the company twice asking them to remove the number and they still won't do it. I am at the point to where I would like to file a police report for harassment. I am not a customer of Conn's and never purchased anything from them and all I want them to do is to remove my number and stop calling my cell phone.Desired Settlement: I am not a customer of Conn's and never purchased anything from them. All I want them to do is to remove my cell phone number [redacted] from their system and stop calling my cell phone.

Business

Response:

Thank you for the opportunity to respond to [redacted] concerns regarding telephone calls he has received. [redacted] stated he does not have an account with us; however, we have been calling him.We have found that [redacted] telephone number was linked to an account in error. We have placed a cease and desist on the telephone number provided by [redacted]. We ask that [redacted] please allow up to 24 hours for his telephone number to be removed from our system. If [redacted] receives any additional calls after the 24 hours, we ask that he contact us directly so we may further assist him.We value [redacted] and sincerely apologize for any inconvenience he has experienced due to this matter. Thank you, [redacted]

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]

Review: set up auto bill pay to start at end of May. Conns took mone out of bank account twice in April after telling them not to. I was assured this would stop and told customer service not to take it out anymore. Well as of today March 7, 2015 it has happened a third time causing three overdrafts to my bank account and an extra 87 dollars in overdraft fees.Desired Settlement: Refund of charges and reimbursement of overdraft fees immediately....this is the only acceptable resolution and no more withdrawals from my account henceforth. As going through customer service has been a waste of time on 2 occasions for this.

Business

Response:

Thank you for

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

[redacted] stated she set up auto bill pay to start at the end of May and Conn’s

took the payment in April causing her account to overdraft.

According to

our records, Mrs. [redacted] has not scheduled the automatic payments through

Conn’s webpay service. The last payment

we received on Mrs. [redacted]’s account was a check in the amount of $181.79;

however, that check was returned by her financial institution due to NSF. We are unable to refund the NSF fees Mrs.

[redacted] is requesting. Mrs. [redacted]

will need to contact her financial institution concerning the NSF fees. We have attached a copy of Mrs. [redacted]’s

payment history for her records.

We value Mrs.

[redacted] as a customer and appreciate her bringing her concerns to our

attention. Thank you,[redacted]

Review: On May 17, 2015 while sitting at the Dining Room Table Set I purchased from Conn's on November 19, 2014 (set is less than 6 months old) with my mother and grandmother having breakfast, when all of a sudden, one of the chairs that my mother was sitting in of the Dining Room Set SPLIT INTO causing my mother to fall to the floor where she laid until I was able to help her up. The Chair literally Busted into! We were horrified of this incident that occurred. Turning this Chair over - you can see where it cracked, split and broke into. It remains in my living room hallway. Another thing that concerns me is the fear of the other chairs and table for anyone to sit in because of DEFECTIVE, ROTTEN MATERIAL OF THE DINING ROOM SET and when I purchased this set, I was told it was made right here in the USA. When the Chair was turned over - not realizing the workmen who delivered the set from Conns failed to take off the stickers - it indicated this Dining Set was constructed and Made in China! So I was also deceived of the furniture by the Salesman of Conn's on November 19, 2014 in order for him to make a sale. This Dining Room Set was suppose to be NEW and Made in America! I paid well over 1600 for this Dining Room set plus I pay for insurance on this set and furniture gard. I don't want this Chair Glued back together in which I found out the Chair was glued and the nails came out of it! It is defective materials used, faulty screws and unacceptable Chair being glued!

Product_Or_Service: November 19, 2014

Order_Number: [redacted]-001

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

I want this Chair REPLACED I do not want it REPAIRED as the chairs on this Dining Room Set makes me nervous if this will happen to my other 3 chairs. The other chairs should be inspected for further rotten material and because of deceptive practices telling me it was made in America when it was Made in China - raises HUGH concerns of Deception and I'm paying out over 1600 plus for this Dining Room Set. I have pictures as well! Thank you.

Business

Response:

Thank you for the opportunity to

respond to Mr. [redacted]’s complaint. Our records show on 11/19/14, Mr.

[redacted] purchased a Somerton (West Ave) dinette set which consisted of six pieces;

(table top, table base, (4) chairs) with a 48-month Furnituregard Plan on all

six pieces. Mr. [redacted]’s signed invoice indicates at the time of purchase

he acknowledged he was provided a copy of the Furnituregard Plan brochure and

that he understood the coverage associated with the product. Mr. [redacted]

also signed acknowledging he received a copy of the Conn’s Return and Exchange

Policy which states: No

Returns or Exchanges on: Furniture, mattresses, décor & accessories unless inspected by a Conn’s Service

Technician and found to have a manufacturer’s defect. Mr. [redacted] elected to have his dinette set delivered; we show

Mr. [redacted] signed his delivery receipt acknowledging his dinette set was

delivered and received on 11/21/14 in good order. Mr. [redacted]’s

signature on his delivery receipt acknowledges he thoroughly inspected his

dinette set for damages for an exchange or price concession would not be

authorized for damages after the delivery.

After

researching Mr. [redacted]’s complaint we did not find where he has attempted to

contact us regarding this matter prior to receiving his complaint. We

also have no records showing Mr. [redacted] has contacted our service department regarding

an issue with his dinette set. If Mr. [redacted] is in need of service he may

contact our service department at 1-855-266-6349 to schedule an appointment.

Although, Mr. [redacted] does not qualify for an exchange; Conn’s is willing to

continue with any covered repairs under the Terms and Conditions of the

Furnituregard Plan.

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

our Customer Service at 1-877-358-1252.

Kind regards,

Jana [redacted]

On Sunday April 19, 2015 my husband and I went to Conn's in Amarillo, TX. We had no intention on purchasing anything. We were there to look. We did find a good deal on a couch and on a dishwasher. After a couple of hours talking with [redacted], we decided to purchase both items. [redacted] was very helpful. Our items were to be delivered on the following Friday. On Friday morning, my husband received a call from [redacted] saying that the dishwasher we had purchased was delivered to the WRONG house (it was a floor model). She said there was nothing they could do to get it back. My husband hung up with her and called me. I decided to call her and talk to her myself. Again, when I spoke with her, she was very kind and apologetic. I asked her what could be done to rectify the situation and she told me a few different options. The first option was to get the same dishwasher in stainless steel (which we do not want). The second option (we chose this to begin with) was for [redacted] to try to find something similar at about the same price. The third option was to refund the dishwasher to our DEBIT CARD because we had made a down payment which made it possible. The fourth option was to refund the dishwasher to our CONNS card. [redacted] told me that she would call me or text me if she was able to find a dishwasher. Four hours later, I finally called [redacted] again. She immediately said that she was unable to find a dishwasher. So, I asked her what would happen to our payments if the dishwasher was taken off the CONNS card. She told me that either it would lower our payments $3 a month or we would have 1-2 less months to pay on our card. This is when I started to get angry. We purchased a $300 dishwasher along with the couch. Our payments are going to be around $80 a month for 30 months. By my calculations, if our payment was lowered $3 a month, in 30 months, we would be receiving $90 for a $300 dishwasher. Then, if we were to have 1-2 less months to pay, we would be receiving at the most $160 for a $300 dishwasher. This ABSOLUTELY did not make any sense to me so I decided to call the manager. [redacted]....what can I say about him? When I got on the phone with him to explain my situation, he said, "I know who you are." I asked him about the payments only being lowered $3 a month or only knocking off one to two payments. He said that he was not sure what [redacted] was looking at but that our payments would be $10 lower a month. He then said that he could give us a full refund including taxes onto our DEBIT card instead of lowering our payment amount. I told him that we would like to have the refund placed on our DEBIT card so we would be able to go somewhere else to purchase a dishwasher. He stated that he would put the refund on our DEBIT card the next day (Saturday) and call me when it was finished. I never received a call back from him. Finally, on Tuesday, my husband decided to call and check on the status of our refund. He spoke to [redacted] who stated that the refund had been issued to our CONNS card. My husband asked why it had been done that way and [redacted] pointed the finger at someone else saying that THEY had issued the refund before HE had the chance to do it. My husband asked if it could be changed and [redacted] said he would have to call the district manager to get approval to change it and he would call my husband back in the morning. My husband said he would wait on hold while [redacted] "called" the district manager. Of course, when [redacted] returned to the phone, he again told my husband that there was nothing that he could do about the refund. Now, we don't have a dishwasher that WE PAID FOR, we don't have the REFUND WE ASKED FOR, and we can't go to any other store to buy a new dishwasher because of how the refund was issued.
I honestly do no understand how any of this happened. First, they take OUR dishwasher to someone else's house. Then, they practically tell us we will not be getting a full refund of our purchase. Finally, when we think everything is settled, they put the refund on the WRONG card. I'm not sure if [redacted] even called the district manager. The feeling that I got from him is that he didn't really care about what happened to our account. He was not helpful, friendly, or understanding of our situation at all. He was rude, disrespectful, and unaccommodating. Customer needs do not come first in his books. He doesn't care whether we will be returning customers or not. I have NEVER in my life been treated with such disrespect as I have with [redacted]. We might not be big spenders, but we have spent well over $7,000 at Conn's. Thanks to this last visit and to [redacted], we will not be shopping at Conn's ever again and we will let anybody we know not to shop at Conn's.

Review: We received an advertising from this furniture store stating 10% off plus free delivery. We did not receive the free delivery but were told it had to be rebated. I followed the store personnel directions and was denied. I resubmitted. As of today I have not received the rebate. Called them today. I was told that a check was mailed out for 79.95. This is 50.04 short of the charge. Every time I talk to someone I get an I don't know why or it will take 8 to 10 weeks to process. I made my purchase in Aug 2013 and we are now in Jan. 2014 and I have yet to see any money. This is almost half year later. I feel that they need to send me all of the delivery charges as advertised now. Otherwise I'm feeling that this is a scam to get you in the store with false advertising. Please give me some type of resolution to this issue as I am getting tired of wasting my time, stamps, and energy on this. Thank you.Desired Settlement: DesiredSettlementID: Other (requires explanation)

The full amount of the delivery charges as advertised in the mail out and a change in process. They need to either not charge for delivery or not advertise for free delivery.

Business

Response:

Review: I had a very bad sales experience with Conn's on a mattress I purchased. I purchased it on a Sunday and it was supposed to be delivered the next day (Monday). I received a call Monday informing me that it was out of stock, but they would have it back in stock on Tuesday and would deliver it out later that day. Tuesday came and went, no mattress. Over the next two days, I was given nothing but excuses. Thursday evening I was finally tired of the excuses, went to the store where I purchase it from and cancelled my contract. I immediately drove to another Conn's store, purchased the same mattress and it was delivered the next day (Friday). Although I finally got my mattress, the whole buying experience left a bad taste in my mouth. Along with the mattress purchase, I was given a rebate form for the price of delivery. I completed the rebate from along with the required documentation and mailed it out on the last day of eligibility. Now, when I look on-line at my rebate status, it tells me that I am not eligible for the rebate because my request was not postmarked in time. I know for a fact this isn't true because I took the letter into the post office on the last day of eligibility, hand delivered it to the clerk and watched her postmark it right there in front of me. This is just a dirty trick to not have to pay a rebate claim.Desired Settlement: I want the cost of delivery refunded back to me. My rebate claim number is [redacted] and the amount of the rebate should be $79.99

Business

Response:

Review: I paid my CONNS bill on the [redacted] of March 2014 at 15:18 for both of my accounts. I always pay more than my due and at this time I paid $195.24 which was credited to the wrong account [redacted] to a [redacted] and $124.20 was credited to account [redacted] to a [redacted]. Conns have been calling me 3 to 6 times a day harassing me that my payment is late. I have explained this to them every time and they put a work order in to corrected which they only corrected one wrong transaction. I have been home on bed-rest after having cancer removed and they have continued to harass me for their mistake.Desired Settlement: Refund for the loan and charges for the harassment, by law they can not call me that many times every day.

Business

Response:

Review: Over the course of three years, I purchased items from Conns on three occasions. Each of the purchases was set up on a different account. After a year, I fail 30 days behind on one of the accounts. I inquired about a refinance and consolidating the three accounts. I was told that I had to bring the account current by making a down payment. I made the down payment and about two weeks later they sent out a new contract. Attached to the contract was a life insurance policy. I rejected the policy and they voided the contract. After a month of collection calls, they sent out another contact. I signed and sent the contract in by mail and fax. I begin making my payments based on the contact. Three weeks later, I was told that the contract was sent in past the deadline and they could not honor the contract. In addition, they charged late fees and added interest on the accounts as well as reported negatively to the credit bureau. In an attempt to settle the accounts I contacted corporate office and tried to set up a payment plan. Thirty minutes after setting up a plan, I begin receiving calls informing me that I was delinquent and I needed to immediately make a payment. This continued about every two hours up until nine. Conns have used deceptive collection practices, such as the agreement to consolidate and refinance only to collect a fee. They had no intentions of honoring the agreement made. In addition, they continue to make calls about every hour throughout the day with the same promise of restructuring the loans.Desired Settlement: I would like them to work with me and honor the contract as agreed upon.

Business

Response:

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

concerns regarding his accounts. Mr.

[redacted] has been working with our refinance team to combine his three invoices into

one monthly payment.

According to our records, we mailed Mr. [redacted] a

refinancing contract on October 26, 2013.

Mr. [redacted] refused to sign because

there was life insurance listed on the contract. A second contract was sent to Mr. [redacted] and

was received on November 21, 2013.

The second contract was incomplete and missing signatures. We then sent a

third contract to Mr. [redacted] on December 4, 2013 and we could not honor that contract

because it was received after 30 days. We sent another contract to Mr. [redacted] on

April 15, 2014

and we received that contract on April 21, 2014. The contract is incomplete and missing

signatures. We have mailed the contract back to Mr. [redacted] to obtain the missing

signatures. We also attempted to contact

Mr. [redacted] to let him know he would need to complete the contract to proceed with

the refinance request, but there was no answer.

The current contract will expire on May 14, 2014. It will need to be completed and returned to

us on or before that date to proceed with the refinance request.

We will honor Mr. [redacted]’s request for refinance once we

receive the completed contract within the allotted time frame. We value Mr. [redacted] as a customer and apologize

for any inconvenience he has experienced in this matter.

Consumer

Response:

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

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

Regards,

Review: Well I had to drop my toshiba lap top I purchased 02/14/14. On April 5th I had to take computer back to store for repair because of a issue with screen displaying pink pixelated on entire screen. They finally had computer available for pick up 4/24/14. I went to pick up lap top after work and excited because I was finally getting my computer back. I checked computer for condition of it before leaving at parking lot in front.I noticed pry marks like someone took a tool and pry key board out in process of repairs the keyboard was damaged from them removing and putting back together. The key board had dentz and it was half popped out and half in and dented. They didnt put a screw back in the back and there was deep scratches around keyboard and scratch on outside of lid. I gave them computer in new condition I expected to get it back but repaired in same condition the screeb also had a pixel dot in screen that wasnt there. I brought store manager over on staply dr in mesa az and he saw condition that night he took name and phone and said he would do somthing. I called customer care and explained how computer was sent and requested computer replaced. They refused and said I had to take computer to store and they had to evaluate whether damaged they caused was repairable I advised them that they damaged my computer and wanted computer replaced. They kep insisting it was there protocol to take computer to decide. I get run around when calling customer care to inquire and no one knows anything like this guy [redacted] who swears he put a request for exchange.I call later that day after he called back from prior day to advise me he sent paper work and I should hear back in 2 buissness days. I called satuday 4/26/14 and no one can see notes in computer or any information about [redacted] or what he did. I have this voicemail from [redacted] and its from conns customer care advising of exhange request. My point is they lie to u over phone. They pride on makin cust happy but they really take u in circles. I cam sayDesired Settlement: A replacement computer another new one, I dunno why its so hard for them to make good when they messed up becuasw no one would accep computer in condition they treated my compter. I want a replacement asap not a repair. Toshiba even says warranty doesnt cover poor repairs and negl.

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 5/10/2014 4:15:53 PM and assigned ID [redacted]

Regards,

Review: 05/12/2011 we opened an account with Conns. Never late always paid. The account was scheduled to be paid off on 05/15/2014. To my suprise I was told we had a balance of 120.00 which made no since to me. When I called Conns they said "You had a balloon loan" and that is your final payment. Still not convinced I asked the company to send me a account ledger, they did and when I reserached the issue I discovered they were charging me $30.00 X 4=120.00 for NSF for checks I never wrote (1/2013, 2/2013, 3/2013,4/2013) So I pulled all of my bank statements showing where I paid these payments with my debit card and not a check. I faxed these items over on 06/04/2014 and they responded with "No you had NSF Checks" even though I clearly showed them in my bank statements where I paid them with my debit card. They refuse to help me and every time I call they transfer to me and I have to retell the story over and over then they hang up on me. I do not owe this money and I have been a great customer over the years yet the are reporting late on my credit report and they are calling me 25 times a day, my wife 25 times a day and her business 25 times a day. We have asked them to stop but they refuse. I cannot beleive that we have been so loyal to this company and shown proof that we never were late but yet they refuse to look at the statements.Desired Settlement: They need to remove their fee of $30 X 4 and the account will close. I never had a NSF check as they are stating and update my credit report as never late!

Business

Response:

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

regarding account [redacted]. Mr.

[redacted] stated he was assessed NSF charges on the account when he never had a

payment returned by his financial institution.

According to our records, Mr. [redacted] signed a 36-month retail

installment contract on May 12, 2011. On

February 8, 2012,

Mr. [redacted] sent in written consent to schedule 28 recurring payments of $69.39

from his checking account. On January 8, 2013, Mr.

[redacted] submitted a helpdesk ticket requesting the ACH payment be changed from

one checking account to another. On

January 14, 2013

we contacted Mr. [redacted] to let him know we could not change the ACH

information without a new ACH form being signed and submitted. We never received the updated request from

Mr. [redacted] and could not cancel or change the ACH payments already set up in

the system.

On January

16, 2013 a payment attempted to draft from Mr. [redacted]’ checking account

on file. That payment was returned on

January 21,

2013. On February 15, 2013 a

payment attempted to draft from the checking account on file and was returned on

February 22,

2013. On March 15, 2013 another

payment attempted to draft from the checking account on file and was returned on

March 22,

2013. The final payment attempted

to draft from Mr. [redacted]’’ checking account on April 15, 2013 and was

returned on April 19,

2013. Since the four payments

were returned by Mr. [redacted]’ financial institution, he assessed a $30.00 NSF

fee for each occurrence, and the account was removed from the ACH program as of

April 19, 2013. A

letter was then mailed to the address we have on file for Mr. [redacted] on April 19, 2013 letting

him know that his account was removed from the ACH program due to NSF

fees.

The bank statements Mr. [redacted] provided will not reflect the

payments that attempted to post to his account because they were processed on an

account that was closed. The current

payoff as of June 24,

2014 is $126.94. This includes a

late fee of $3.47; however, as a goodwill gesture, we will waive the four $30.00

NSF fees and close the account. Please allow 10-14 business days for the credits

to be processed and the account to close.

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 the account does get closed out AND my Credit Report shows NO delinq status.

Review: I purchase a waher and dryer at Conn's clearance center on July 11, 2014.When they were delivered on July 13 the washer did not work. I cancelled the order. I should receive a refund of $1331.47. I have been given the run around by the customer service help desk. Every time I call about the said refund I am given a different answer, but nobody tries to help. When I ask to speak to a manager I am either put on indefinite hold or I am told the manager is in a meeting and will call me back. I never receive the call. Last Tuesday a clerk named [redacted] told me a check was issued on 7-23 today somebody else told me a check was issued on 7-29. I am tired of getting the run around. Please help me.Thanks[redacted] 8/1/14Desired Settlement: I just want to receive the check ASAP.

Business

Response:

Thank you for the opportunity to

assist [redacted] regarding a return.

[redacted] stated she purchased a washer and dryer, returned the

products and has not received her refund.

We have made several failed

attempts to reach [redacted] regarding her concerns. [redacted] will need to return to the store

where she made the original purchase in order to receive her refund. She will need to present the original credit

card she used to complete the purchase and the store will apply the refund directly

to that credit card.

If [redacted] has further

concerns regarding her refund, she may contact me directly.

Thank you,

Conn's

[redacted]. | [redacted] | [redacted]

ext. [redacted]

Consumer

Response:

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

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

Review: Purchased sectional sofa may 25, 2014 from the local Conns store. Within one month all cushions were sinking. They looked like we had been sitting on them for years. We contacted our sales person who put us in contact with the store manager. We were told we had to call Conns Fix it. We called hem and were told they would send someone to take pictures of our couch. This took two weeks. Someone came out, took pics and told us we would hear from someone within a week. We never did. We had to call. We were then told that new cushions would be ordered for our couch and delivered to our home then we would need to call to set up a time for installation. Delivery took two weeks, so we were now at almost two months since our purchase. It took two weeks for someone to come out to install. Not all cushions were replaced so we asked him to please take pictures of the wedge that joined the two couches. He did, again we were told we would hear from someone. We never did. Within two weeks of installation of the "new" cushions they too were sinking. My husband then called our local store and spoke with the manager. He said we needed to call Conns Fix it again. My husband did and a complaint was submitted. My husband explained that we wanted to exchange the couches for something different. We were told this was not possible until we gave them three(3) opportunities to remedy the situation. My husband explained that he would like to speak to a manager and was told there was no one else to speak to. My husband expressed his concern to the [redacted]. Person he spoke to that at the rate they moved the couches would be out of the one year manufacturers warranty and asked the gentleman if that's why we had to jump thru so many hoops. We are completely dissatisfied. We paid over $3000 for the furniture and we feel at this point like we have been ripped off. Had we done our homework before the purchase we would have never given Conns our business. Bad review after bad review.Desired Settlement: We would love to have a refund but would settle for being able to pick out a different set that is to our satisfaction.

Business

Response:

Thank you

for the opportunity to respond to Mr. [redacted]’ complaint. Our records show on 5/25/14,

Mr. [redacted] purchased the [redacted] furniture set which consisted of three

pieces (sofa, loveseat, and wedge) with a 1-year limited manufacturer’s

warranty and received delivery on 5/26/14 in good order. After further review

and research of Mr. [redacted]’ repair needs, Conn’s has agreed to issue a store

credit in the amount of $2599.98 to re-select all three furniture pieces. Mr.

[redacted] may visit her nearest Conn’s store to process the exchange.

If

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

Kind

regards,

Consumer

Response:

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

First we would like to say we Will accept store credit, however, before tax the purchase price was $2729.97, with the total including tax being $2921.07. We would like full credit for the amount of the furniture purchased.