Conns Appliance, Inc.

Review: I purchased a full set of furniture the week of Thanksgiving. I was advised at that time that we would not receive our furniture until [redacted] and both my husband and I accepted that delivery date. Our Sales Rep ([redacted]) called the evening of Thanksgiving and advises that our furniture would be delivered on the [redacted] (friday). The delivery men called at 9 am on Friday and advised they would be at our house between 12 and 3. I took off from my job 4 hours early and was at my house at noon and they got to the house at 430. They delivered a couch, loveseat and two end tables. I now am missing a recliner and a coffee table. I received a call on Sunday advising they would ber delivering [redacted]. I did not receive a follow up call on [redacted] so I called and was then advised that that had been moved to the [redacted] - they neglected to call me again taking off 1/2 a day of work. So on the [redacted] again received no call and had to call and was advised that it hd been moved to the [redacted]. So I called this morning and low and behold it is moved to the [redacted]. I am disgusted with the level of service that Conn's has given. I have called several times and asked for a Manager call me and was told they would. I hae never received a call. Our couch we have has a defect in the cushion and have only had it for less than 2 weeks and we have to wait untul [redacted] for a "tech" to come and look at it. I work in a service industry and we make mistakes and my job is to make sure we take care of our customers. Heck, I can't even get someone to call me back How sad is that!Desired Settlement: I want my furniture...all of it. Conn's needs to be held accoutable when there is an issue. Their managers need to call customers back. It is not acceptable for a customer to request to speak to a manager and then the manager does not call the customer. I did this several times and never received a call. I was actually put on hold for one of their I want my new couch exchanged for a different couch. Same one but a new one without defect and I just want "all" my furniture. Compensate

Consumer

Response:

I have my furniture and Conn's sent a repair man to look at our couch and that has been resolved. My biggest issue right now is how this was handled. The left hand does not know what the right hand is doing. I have never been able to speak to a Manager about the issues and that's frustrating. they have lost a customer and in the big scheme of it all I'm sure it doesn't matter to them. I have never experienced such poor cusotmer service in my life. Close the case ... Me filing a Revdex.com complaint did not assist in getting any of the matters resolved.

Thanks for the follow up. Close the case.

Review: A payment for 81dollars and some change was taken out of our bank account in April. We were told this was not even going to be pulled out of our account. It was. It was not applied to our con's acct however, instead they applied it to someone else's account. We have spent the last three months trying to get them to transfer the money back into our account. Our bank has faxed three bankstatements to the company and they still have not moved the money. Supervisor after supervisor have assured us it will be taken care of and it never is. The person who has the money on their account has even called in telling them to move it. Nothing has been done.Desired Settlement: We want the money applied to our acct like it should have been before

Business

Response:

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

stated she made a payment for $81 on the account but it was applied to someone

else’s account.

According to our records, Mrs. [redacted] submitted a payment

in the amount of $81.19 on April 25, 2014. That payment was applied to another

customer’s account in error. As of June 16, 2014, the

misapplied payment has been corrected and has been applied to account

#[redacted].

We have reversed the late fee that was assessed on

the account, and reinstated the 12-month no interest financing

promotion.

We value Mrs. [redacted] as a customer and sincerely apologize for

any inconvenience she experienced due to this matter.

Consumer

Response:

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

while that is an account that I have, That was not the account the payment was supposed to go on. I have called them for three months now, Explaining repeatedly that the payment was for my Installment loan account, not my cash option account. Now they have placed the money on my cash option account and it is making me late on my installment loan account. I have had the worst time with this companies incompetence and it is now effecting my credit score. I have even started receiving phone calls about being late once again. It had already gotten to the point of ridiculousness with them calling my husbands phone that we had to place a ceise and desist on his phone because they called ten time a day or more. I need for them to place it on the correct account.

Regards,

Business

Response:

Thank you for the additional opportunity to respond to Mrs. [redacted] concerns regarding her accounts. Mrs. [redacted] stated the payment of $81.19 has been applied to one of her accounts; however, it was applied to the incorrect account. She stated the credit was to be applied to her installment account and not her cash option account.

According to our records, Mrs. [redacted] does have two accounts, both of which are retail installment contracts. Account #[redacted] does not have the Cash Option, but account #[redacted] is the account that has the 12-month no interest financing Cash Option promotion

Mrs. [redacted] and her husband refinanced two of their accounts in order to combine them into one monthly payment. Account #[redacted] and account #[redacted] were refinanced. This refinance created account #[redacted]. This is the account we have applied the $81.19 payment to, which is account [redacted]. If Mrs. [redacted] would like the payment applied to a different account other than the two we have listed, we ask that she provide the account number so the payment can be applied accordingly.

We value Mrs. [redacted] as a customer and sincerely apologize for any inconvenience she experienced due to this matter.

Thank you,

Review: Purchased a table and 6 chairs on */30/14. I currently only have a table and * chairs. They have repeatedly delivered the same broken chairs over and over. I have several pictures of the same chairs they keep bringing. I refused the chairs on ten separate deliveries! I have waited at home for three hour window delivery time. I have called the store and spoke with [redacted] and [redacted] several times to resolve this. I have dates recorded of deliveries and how I have tried to get my merchandise. My [redacted] requested a [redacted] number and are not given and info. I went to the store on [redacted] 1,2014 as requested by [redacted] and [redacted] at the store. They said they will take apart chairs and make one that is not damaged. Once at the store we met [redacted] and the chairs do not come apart. We requested the two chairs we paid for months ago and the refund that we had been promised of delivery fee and two chairs. **-10-14 heard nothingDesired Settlement: I want two undamaged chairs I paid for, a refund on the delivery fee and two chairs that I was promised. I have sat at home for over 30 hours waiting for deliveries. I have taken a Sat and drove to the store as I was instructed to be told that I will again not have my chairs. That was a waste of my time and gas

Business

Response:

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

Our records show on */30/14, [redacted] purchased a [redacted] dining set which consist of seven pieces (table and six chairs) with a 1-year

limited manufacturer’s warranty and was scheduled to receive delivery on */1/14.

We received [redacted] complaint and found on */1/14; she received

the table and four chair however; two of the chairs were damaged during

delivery. Conn’s delivery team attempted to re-delivery two new chairs to [redacted] however; the chairs were damaged upon delivery. Our records show we no

longer have the chairs [redacted] originally purchased in her area for

immediate delivery therefore; we have placed an order for two new chairs to be

delivered. Once we received the chairs [redacted] will be contacted to

schedule delivery.

Conn’s has agreed to honor [redacted] request to concession

$400.00 and refund her delivery charge due to the delay. Please allow 7-10

business days to receive. We sincerely apologize for any inconvenience [redacted] experienced as a result of delivery.

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

###-###-####.

Sincerely,

Review: Set up account for autopay... Conn's calling for payment. Apparently malfunction with their system and blaming me for their incompetence.

I have two accounts with Conn's (big mistake... I will be paying these accounts off at the 6 month mark, closing both accounts and never dealing with company again) one is thru GE Capital (which there is never a problem with), the other is Conn's Retail with which there is always an issue with each month regarding the payment. I have set this account up to be deducted each month from my Chase bank account, yet the money is not coming out and Conn's is calling. I don't appreciate it! Don't pester over me a measly $62.00 payment when I have done my part to ensure that you get it each month. As I explained to Conn's very unhelpful agents and their manager, [redacted], it's not my problem if Conn's system software is outdated and can't process the autopay request. [redacted] proceeds to tell me that yes she sees my banking information and online enrollment (which I have the confirmation email from yours truly Conn's Home Plus stating that indeed I am enrolled... hmmm... go figure); however I need to "set it up to come out of my bank account each month or better yet set it up thru Chase. Heeelllloooo, is that not what I have done twice already? Same issue last month and I went in and set it yet again. Not going to keep doing that... shouldn't have to. Don't offer autopay if you actually don't have it. I have every last one of my credit cards, loans, car payment, LA Fitness and etc. set to come out of my bank account each month and guess what... it actually comes out, even GE Capital Conn's.. no bill collectors calling, oh except the lovely Conn's Retail... imagine that! I want this issue fixed!!! I'm the only one here who's credit rating is taking a hit because Conn's can't seem to get their act together and process a payment. I set it up online for a reason people! And the customer service agent [redacted] or whatever her name was is a real royal wise one, and so is manager [redacted]. I asked the wonderful [redacted] for the corporate number and she gives me their customer service help desk number... real smart as if I couldn't get the real corporate number with a little legal help. And then there's [redacted] or whoever; I asked her for the address to corporate and who was in charge so I could speak to them, like in the normal world, Ms. [redacted] informs me that even if I drove to Beaumont, which I indent to do, I will only be able to speak with yet another wonderful customer service manager. Yay me another call center person with a Ph.D. and everything... goody! Sarcasm is a form of very low intelligence. I said this because three of the five CRS's including the "manager", used sarcasm, so I hope they get a chance a read this and see how ridiculous it makes you look. Don't "try" and be smart... be educated, intelligent and truly smart. I also asked to speak to someone in technical support to see if they could resolve my issue... this got a big guffaw, then I was told they couldn't do anything about it either. I will not pay one single solitary dime to Conn's until they fix this issue. I intend to place my payment into an escrow account until said issues is fixed to protect my credit rating. In conclusion, I have no issue with any other company taking money out of my bank account; therefore, Conn's Retail need to get their act together and get with the program! I will also be contacting Fox News to see if Conn's has a history of conducting business this way.Desired Settlement: I just want to be able to have my payment come out of my bank account each month like I have set it up to do. I also want Conn's Retail Credit to STOP calling me!!! September 20th of 2014 will mark the six month payment history for this account and I will be closing both of my Conn's Accounts so it won't even matter after that; however, for the next two months I want to be able to pay and be left alone! With that being said, I'll get a GE Capital account for furniture and appliance with someone

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] concerns regarding account #[redacted]. Mrs. [redacted] stated she has enrolled in auto-pay several times but the payment is not being

drafted from her checking account.

According to our records, Mrs. [redacted] was enrolled in our

web-pay service; however, she had not completed all the steps to enroll in our

automatic payment program.

As of June 23, 2014 Mrs. [redacted] has completed all the steps to

enroll in the automatic payment program. She has

scheduled her first payment to be drafted from her checking account on July 20,

2014.

There have not been any negative credit marks assessed

on Mrs. [redacted]’ credit reports. If Mrs. [redacted] would like to place a cease

and desist on the phone numbers associated with her account, she would need to

send a written request to [redacted] or fax it to [redacted]

In the event, the payment is not processed automatically

on July 20, 2014;

Mrs. [redacted] can contact our customer service department at [redacted] for further assistance.

We value Mrs. [redacted] as a customer and sincerely apologize for

any inconvenience she experienced due to this matter.

Review: When I looked to veify Payoff amount on my Conns Account, the Dollar amount increased from $802 to $1044. There was no explanation of the change, or where the additional charges came from. I contacted the Call center, and the Advised me that they "Think" that My Zero % promotional Rate had expires. They do not know why. After I asked to speak to somebody that DOES know why my account total increased $242, he then stated that It was because of a Late Payment. However, he wasnt sure. I have not received any statements that say I have late payments, nor ones that say I will lose my promotional rate if there is a late payment. I made a payment and hung up the phone since clearly he wasnt sure, nor was he going to transfer me to someone that would help. The kicker is I told him I was willing to pay the total in Full. Now they have found a way to get me on the hook for another year and a half, and a extra $500 in interest on a $1200 purchase. I have heard that Conn's was a company that prey'd on people, but I thought that was just rediculous. I was Clearly incorrect.Desired Settlement: I want the ability to pay off my purchase at the correct promotional amount before they added a additional $242.

Business

Response:

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

stated he called to verify the payoff amount on his account and the dollar

amount owed increased without explanation.

Mr. [redacted] signed a 30 month retail

installment contract on July 6, 2013. That contract included a 12-month

no-interest financing promotion. Per the no-interest promotional offer

on the contract, if Mr. [redacted] agreed to pay $1300.43 by the expiration date

of July 6, 2014,

he would not be required to pay the finance charges and the account would

close. The offer, also states that if Mr. [redacted] remits a monthly payment 10

days or more past the due date of the 6th of every month, a late fee will be assessed,

the no-interest offer will be void and the finance charges will be assessed on

the account.

Mr. [redacted] submitted a payment on his account on June 20, 2014;

however, the payment was due on June 6, 2014. Since the payment was not made within 10

days of the payment due date, Mr. [redacted] assessed a late fee on the account on

June 16,

2014.

The no-interest offer was void according to the terms

of the promotional offer not being met and the monthly payment being submitted

more than 10 days past the scheduled due date.

Over the history of the account, several letters have been mailed to Mr. [redacted] with the last one being mailed on June 7, 2014 restating

the terms of the no-interest financing offer, and that the offer would be void

if a payment was not submitted within 10 days of the due date. As of June 24, 2014, the

payoff balance on the account is $985.55. Please,

note, the payoff balance is updated daily. If Mr. [redacted] would like to pay the account in full, we ask that he call the day he

plans to remit the payment for an up-to-date payoff

quote.

Review: I purchased a Samsung refrigerators with Conn's on 07/27/2013. At the time of purchase I was advised that the item qualified for a 12 month no interest plan. I call about 3 weeks ago to pay the balance off on the 12 month plan and was advised that my contract was not set up that way.I spoke with store manager [redacted],he advised that he wasn't sure why the system didn't reflect but the item did qualify for that option.Was ready to pay the item off,I replied yes,he stated he would need to e-mail the finance department,I believe, to make he correction and to call back within a week or so.Two weeks went by,no reply.I contacted him again,he advised e-mail had been sent and that they were waiting on one other person to sign off.I gave it another week,called back,and he advised that [redacted] with corporate,was dealing with my contract and provided the corporate number to call her,which I did. When called,she was not available,talk to another person about the issue she noted the account and said that someone would be contacting me by phone or mail and neither has happened. [redacted] in customer service,noted my account advising that I am requesting someone to please give me a call to let me know what was going on and how much longer this would take and I have still heard from no one.That was on 3/6/14. I have paid more than the monthly payment amount and has never been late on a payment.

Product_Or_Service: Samsung SXS Refrigerator(black)

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

That my account be adjusted to the amount of the 12 month option which was offered at the time of purchase so that I can resolve this issue before the interest is applied. Conn's pride it's company on providing 100% customer satisfaction and service yet here I am having to involve thisservice to try and get what was promised to me.

Business

Response:

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

7/27/13, Mrs. [redacted] purchased a Samsung refrigerator with a 48-month Repair

Service Agreement Plan on a Conn’s installment account. After further review

and research, we have verified that Mrs. [redacted] credit application was approved

for a 12-month cash option account as well as the product purchased was a

qualifying item therefore; Conn’s has agreed to honor Mrs. [redacted] request to

adjust her account to reflect a 12-month cash option account. We attempted to

contact Mrs. [redacted] on 3/28/14 to discuss her complaint, but we were unsuccessful

in our attempt. We value Mrs. [redacted] as a customer and appreciate her for bringing

this issue to our attention.

If we may

be of further assistance, Mrs. [redacted] may

contact Customer Service at 1-877-358-1252

Kind regards,

Customer Relations

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.

Review: I made a cash purchase at the Conn's located in Baton Rouge, LA in February of 2014. At the time, I presented a coupon which offered a 10% discount on items purchased. The sales person (her name was [redacted] did not total the items with the applicable discount. I only had one check at the time (which I had already filled out once she gave me the incorrect total) and I offered to return with another in order to complete the purchase. However, I was assured by her that she could process the discount on the back end. I waited several weeks and this still was not done. I returned to the the store and was told again that this would be done. It was not.I called the corporate office in Texas seeking resolution, which I still did not receive. I went back to the local store twice and spoke with a manager; still no resolution. I have now been to the local store 3 times and spoken with the corporate office twice, and I have yet to receive the money that is due to me. I have been in this process now for 4 months. I would think that the processing of this coupon would be simple, as they frequently send out this mailer and the purchase can be easily verified.Please provide assistance.Desired Settlement: I would like the money that I am owed after redemption of coupon.

Business

Response:

Thank you for the opportunity to respond to Mrs.

[redacted]’ complaint. Our records show on 1/15/14, Mrs. [redacted] went into Conn’s in

Baton Rouge, LA after receiving a promotional offer for 10% off the purchase of

any single item $599 and up. As listed on the promotional offer Mrs. [redacted]

received, offer is valid on any single item $599 and up made with Conn’s Credit.

Our records show Mrs. [redacted] purchased a Sante Fe console with fireplace and a

Samsung 51” television via check which voids the promotional offer. After

further review, Conn’s has agreed to concession Mrs. [redacted]’ single item $599

and up as a good will gesture. As of 6/17/14, a refund has been processed in

the amount of $109; please allow 7-10 business days to receive refund check.

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

may contact me directly at [redacted]

Sincerely,

Review: I purchased a refrigerator from this store location. Was approved for 6 month same as cash terms (no interest). The price quoted was good for 6 months, which was [redacted]. I went to pay the bill off on [redacted] and they told me that I had interest to incur during the time of the 6 months because I skipped monthly payments. There was never an agreement to pay monthly payments, I only paid monthly payments during the 6 month so that I would have a lower amount to pay off at the 6 month period. I was penalized and charged interest during the 6 months.

Additionally, the [redacted] added an extra protection for the product on my account even that I stated I did not want the coverage.Desired Settlement: I am wanting to write a check for the 6-months same as cash as I agreed to. The interest they are charging is outrageous and should be against the law! They are trying to charge me interest from 6 months ago. Additionally, I have asked them numerous times to remove the protection from the product that I did not authorize.

Business

Response:

Thank you for the opportunity to respond to [redacted]

concerns regarding account [redacted]

stated she would like her six-month no-interest financing promotion

reinstated.

According to our records, [redacted] signed a 30-month

retail installment contract on [redacted] 2014. This contract included a 6-month no-interest

financing promotion which expired on [redacted] 2014. [redacted]

submitted two payments totaling $300.00 which did not pay the invoice balance in

full before the 6-month cash-option expired.

[redacted] also stated she did not want the repair service agreement on the

product she purchased.

She was informed on [redacted] 2014 that

she would need to fax in a service agreement cancellation request. We have not

yet received that request.

Once the service agreement cancellation request has

been received, [redacted] will receive a pro-rated credit for the repair service

agreement. [redacted] can fax that request to ###-###-####.

As of [redacted] 2014 the payoff balance on this account is

$1486.54.

Please note the payoff balance updates

daily. If [redacted] would like to pay the balance in full, we ask that she call

the day she plans to submit the payment for an up-to-date payoff quote.

We value [redacted] as a customer and appreciate her

bringing this matter to our attention. Thank you,[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: 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: Went in to Conns store [redacted] and purchased mattress and box springs. Signed paperwork for financing and sales person promised delivery date of [redacted]. Noon of [redacted] I was informed there was no way it was going to get delivered today because they dont deliver in this area until Fridays. My husband had already gotten rid of our old mattress so now we are left without anything to sleep on. Spoke to sales person, store manager, warehouse, corporate office and NO HELP!! Desired Settlement: Refund Credit account needs to be cancelled, hit on credit report removed and down payment refunded.

Business

Response:

Review: On or about the second of Oct my refrigerator stopped working, they sent someone out who didn't how to fix it. Well on October 7 they sent the same man out today, long story short I don't know when it will be repaired. I bought it on Sept 12 2014 with a warranty but I was told to replace it I would have to pay a 15% restocking fee.This is horrible in the mean time my family has no cold facilities. And I have talked to 20 people.Desired Settlement: Exchange defective merchandise

Business

Response:

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

Our records show on 9/12/14, Mr. [redacted] purchased a Frigidaire French door

refrigerator with a 36-month Repair Service Agreement Plan. Mr. [redacted]

refrigerator was scheduled for delivery on 9/13/14 and received in good order.

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

service department on 10/02/14, stating the refrigerator was not cooling.

Conn’s attempted to locate a service provider in Mrs. [redacted] area however; we

were unsuccessful locating a provider who was able to complete in home service

therefore, a request for an exchange was submitted. On 10/10/14, Conn’s agreed

to issue an exchange on the refrigerator. Our records show on 10/16/14, Mrs.

[redacted] was scheduled and received her new refrigerator in good order. Mrs.

[redacted] was also approved for $150.00 for her food loss claim. We sincerely

apologize for any inconvenience Mr. and Mrs. [redacted] experienced as a result of

the delay.

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

at [redacted]

Review: On July 27, 2014 I went to Conn's at [redacted] and purchased a bedroom set and mattresses. On August 2, 2014 my furniture was delivered at 11am and when the delievers started assembling my furniture they noticed the slats to the bed frame were missing. They said they would come back to finish assembling my bed frame, but when they came back they brought back very light carpentery wood and started drilling holes into my wooden bed rails. I asked them if those were the slats that came with my bed frame and he stated they no longer had any so they were going to make these work. I asked him to stop drilling holes into my wooden rails and try to find me the slats that came with the set I purchased. He became upset and stated he needed to call a manager so he contacted Store Manager [redacted]. The delivery guys said they would check other stores and see if they could find me the slats. At 7pm one delivery guy came back with the wrong size of slats for my bedroom set. He assured me it would get taken care by the following day. Well I didn't hear from anybody Sunday or Monday so I called [redacted] on August 5 and asked him about my slats and if they were planning on bringing me any and he assured me it would get taken of by the following day. Again the following day I didn't hear from anybody so I called [redacted] and the sales associate stated he was busy with another customer and would call me back but he nevver called me back. So today is August 11 and I have yet to hear from anybody. I have called Corporate serveral times wanting to speak to the District Manage to get my issue addressed but apparently I have to request to speak to he/she and I have had two different work numbers issued out and have yet to hear from the District Manager as well.Desired Settlement: At this point I would like Conn's to pick up their furniture without a pick-up fee due to the inconvience and hassle. [redacted] stated he could arrange a pick up of furniture but he is asking me to pay for the pick up fee. I do not understand why I have to pay for the pick up fee if the furniture was incomplete and not properly assembled. Plus I never signed the delivery form so technically that furniture is not mine yet. Nobody is taking responsibilty and I need this furniture out.

Business

Response:

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

appreciate Mrs. [redacted] for bring this matter to our attention. Conn’s has agreed

to honor Mrs. [redacted]’s request to return the furniture with no fee. On 8/20/14,

the furniture set was returned to Conn’s and we have processed a credit of

$129.99 back to Mrs. [redacted]’s MasterCard. We sincerely apologize for any

inconvenience Mrs. [redacted] experienced during this time.

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

Customer Service at [redacted]

Kind 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: My account has been reported delinquent when I am current. They are not wanting search their account for my payment that was taken out of my account. I paid 142.48 on [redacted] however they are still reporting my account as delinquent.I work full time and dont have time to play auditor and secretary for them.They need to audit themselves and look over their bank staments cause I have paid. They want me to find their money. They have it if they search their records fully or audit themseves. There is 142.48 floating around their account somewhere.Desired Settlement: Remove delinquent report that they sent to credit buearu falsely.Those damages cant be undone..Lying to the credit agency should be an offense. Something needs to be done.

Business

Response:

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]

Review: I am inquiring about a contract with conn's furniture. I understand the terms and conditions that were dated on the documentation at point of sale January *, 2013. The first time contacting customer service was January **, 2014, all payments were done through their commercial website. I called to verify the initial payoff before interest applied. I was also quoted $967.35 with the payoff date February **, 2014 to avoid charges. Making a regular payment online I noticed an increase on my pay off. Speaking to few customer service representative on 2/*/13, who we're not pleasant, understanding nor empathetic. There was no knowledge or notation that we called in February **, 2014 on there records. I advise my cell phone records date I called January **, 2014 at 4:30 PM. Referring back to my initial contract I did not sign or initial the binding contract. On 2/*/14, I called the conn's store and was advise I can pick up a copy & it should not be an issue. 2/*/14 I contacted conn's store in Albuquerque to verify if I can pick up a copy of my contract and I was advised to contact corporate. My question is the contract "customer's copy" given to me at point-of-sale has no signature/initialing verifying I am not legally responsible for anything faded on the contract.Desired Settlement: All communication was done through their standard one 800-number My desire settlement would involve. Full responsibility of the contract that was dated but not signed. The only signature that validates the document was signed was by the salesperson person. There is no reference to me understanding the binding contract via signature or initial : other than what was stated at the point of sale per salesperson. I was quoted a pay off of 1/**/14 $967.35 by February **, 2014 to avoid interest rate.

Business

Response:

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: I came in the store to pay Conn's $[redacted]. The woman in the store assured me my account was up to date and nothing aside from the [redacted] would be taken out. The very next day they take out a payment of [redacted] from my bank account. I called and the customer service rep said it would take 72 hours for the money to be returned. It never was. When I called back to try to resolve the issue again,I get the same textbook answer of "oh it was supposed to be 7-10 business days with no willingness to help or understand the problem. I was told I wasn't allowed to speak to the refund department and then put on hold for 20+min every 5 min that I asked a question or to speak with a supervisor. My bank account is now overdrawn because of this as well as my rent check bounced because not only did they take money that they weren't supposed to, they won't put it back on time or anytime and can't tell me when I will get it back.Desired Settlement: I expect my payment to be refunded as well as the overdraft fee from my bank in the amount of $24, the bounced check fee from my rental office of $50, the late fee from my rental office in the amount of $75, and $10 per day from the 4th-10th (7th business day) for everyday it has been late, $70. I had the money to cover all of this until they screwed up after I verified this wouldn't happen and then again verified that it should have been put back on time.

Business

Response:

Thank you for

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

#[redacted] stated she made a

payment in the amount of $[redacted].00 on her account and the next day a draft in

the amount of [redacted].00 was debited from her bank account.

According to

our records, we received [redacted]’s payment in the amount of $[redacted].00 in cash

paid at store **. We do not show that a

payment of $[redacted].00 was debited from her checking account the next day. We have provided a copy of [redacted]’s

payment history for her records.

If [redacted]

believes this is an error, she will need to fax a full running bank statement

for us to research the payment further.

[redacted] can fax that bank statement to [redacted] for further

review.

We value [redacted].

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

attention. Thank you,[redacted]

Consumer

Response:

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

I have followed all necessary outlets and procedures to apply for my refund after I was told by conns to fax in my bank statements and any necessary documentation to resolve the insufficient funds fees that resulted in this problem. No one even bothered to call and tell me my refund was denied. I had to call back and I constantly get the run around and get talked in circles to. I have never experienced such terrible customer service for paying my account so far in the green. Each person I talk to gives some excuse as to why I can't even get a straight answer or that basically I screwed up by trying to pay off account sooner. I was told I should have tried to cancel my payment, I did. I should have made sure that it wouldn't be a double payment, I did. I authorized a payment for the [redacted] of [redacted] not the first of [redacted] and no one told me that it could take up to 10 days otherwise I never would have made the agreement. The business practices are so backwards and shady and no employee or manager even cares to try to resolve this issue and keep trying to pass you off to someone else and get you off the phone. I just want my money back that was wrongly taken.

Regards,

Business

Response:

Thank you again for the opportunity to respond to [redacted]'s concerns regarding her account. We have no record of receiving [redacted]'s bank statement showing the payment and the NSF fee. If [redacted] will fax the full running bank statement to the fax number provided in our first response, we can address her concerns further. Please note the account number on the fax for a faster response.Thank you,[redacted]

Consumer

Response:

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

[Provide details of why you are not satisfied with this resolution.]I faxed my bank transactions, as my current statement has not been released yet, and my rental office description of fees that resulted in the nsf to the number provided ( with my account number and att refund dept) and I was told my refund got denied, so was it or was it not received because I will happily resend it if that's what it takes.

Regards,

Business

Response:

Thank you again for the opportunity to respond to [redacted]'s concerns regarding a refund. [redacted] has provided the additional information needed.As a one time goodwill gesture, we are in the process of refunding the payment of $[redacted].50 authorized by [redacted] on [redacted]. Please allow 7-10 business days to process the request. Thank you,[redacted]