Conns Appliance, Inc.

Review: I bought over 6000.00 of appliances and my washer came with a crack on the glass and been getting the run around since july and now it is august do not get any customer service no phone call back from the manager lupe so unprofessional and so uncourteous this is the worst customer service that I have ever seen . I feel like your are forgotten after conns makes a sell .This IS THE WORST EXPERIENCE THAT I EVER HAD WITH A BUSINESS. AND IF YOU USE A THRID PARTY TO DELIVER PRODUCTS CONNS IS STILL LIABLE .Desired Settlement: REPLACEMENT LIKE THEY SAID THEY WERE GOING TO DO ON DELIVERY .

Business

Response:

Thank you for

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

on 7/17/14, [redacted] purchased a [redacted] high efficiency

washer from us with a 48-month Repair Service Agreement. [redacted] washer was delivered on 7/18/14, although it was accepted we show the damage was

noted at that time.

After

researching [redacted] complaint we found he was offered a 10% concession

for damages which he refused and requested an exchange. Due to a lack of

communication the washer was not exchanged in a timely manner. Mr.

Saucedo was contacted on9/25/14 regarding his concerns and Conn’s agreed to

exchange his washer. We show the new washer was delivered on 9/27/14 and

received in good order. We sincerely apologize to [redacted] for

the experience he had with us. This

matter has been discussed with those involved to ensure it is not repeated.

If we may be of

further assistance, [redacted] may contact us at [redacted]

Kind regards,

Review: on [redacted] I bought a xbox from conns to help our credit since the had the cash option to pay off in six months I told the saleman I had to have the 15 th for payments he said kno problem I went on every month and paid up until aug 14 was my last payment went back on [redacted] bought two laptops wwhen it came to making my other payment I notice my other acct should I owed $73.00 dallors I called om sept 9th to find out what was going on spoke to nacy from customer service nancy told me I had over paid and see wont send it in to fix I told her just put it on new acct I called back on the 24th of sept and was told by brain that I was short $2.01 ask way he said that intrest had accured so I paid the payment he said he would try to renistate my cash option callled back on sept 29th spoke to daneille was told my payment was not made so I made it again said I would have to wait 72hrs before the could reinstate my cash option called back on oct 2, was told because I made my payment on the 14th of august I was not able for cash option my contract said payment date was the 16th they said they tried calling my husbands phone once but they had my number and my email and never got anything in the mail if I owed more money I should of been told on the 9th of september when I called

cDesired Settlement: I want them to honor the cash option policy no one ever said the [payment had to be paid on the 1st of august I was told it had to be paid in full in august

Business

Response:

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

concerns regarding his account.

Mr. [redacted] stated he would like us to reinstate his cash

option and close the account.

According to our records, Mr. [redacted] signed a 18-month

retail installment contract on [redacted] That contract also included a 6-month no interest financing

promotion.

As of [redacted], the cash-option will be reinstated and the

account will be closed. Please allow 7-10 business days for the account maintenance to be

completed and the account to close.

We vale Mr. [redacted] as a customer and sincerely apologize for

any inconvenience he has experienced due to this matter.

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: 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]

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: After calling in to make a payment my fiance and I were greeted with the automated system advising us that we had a zero dollar balance. At that point, on January 8th of 2015, we asked to speak with a customer service representative. The representative told of that the store we had made our purchase at had not actually sent the bill over to them yet so there was no balance to pay. I had asked, after having my fiance give the representative permission to put my on the account so I may speak on the accounts behalf, how we could make the payment. At that point the employee told us to not pay our bill until February. At this point I had made sure she clarified that if we were to not pay our bill, that we would receive no late fees or notices. I had even stated that we had a check book saying our first payment was due on the 18th of January. She again assured me that we would not need to make a payment until February. At this point we disconnected the call and budgeted for the bill for the next month. After about a week or so we received a call stating we were late on our payment. I tried to explain to them what had happen with the representative but was getting no where. No one seemed to want to help. The issue was escalated to a manager who again told me the same thing. "We are sorry you were misinformed but the contract still states you need to make that payment." So I told them I tried to make the payment and was told not too, and I again just got a sorry but that doesn't matter. I had the matter escalated again asking, or more like pleading with someone, only asking to not make my first payment until February, when we were told, since we no longer had those fund set aside. Still nothing, so I gave them the exact date and time of the call and asked them to pull the call to hear there employee say not to pay until the following month, but even after pulling the call, they just said in more words or less, "all we can do is try to train better, but the bill is still due." I again tried to explain that I now didn't have the funds because of what I was told, but no one will help me. I am exhausted with this matter. I have anxiety and there are causing my symptoms to worsen. I have never dealt with a company so uncaring towards there customersDesired Settlement: I want them to make my first bill due on February 19th of 2015 like the original representative had stated. I understand this would add that month to the end of my contract, but I want them to ensure no negative reporting onto mine, or my fiances credit report and that same agreement with their "same as cash policy" special that we were given be honored. I would also like a apology that they have no policies in place in order to fix mistakes made by their own company, and the stress they put onto myself and my fiance, who is the primary account holder.

Business

Response:

Thank you for

the opportunity to respond to Ms. [redacted] concerns regarding a Conn’s

account.

According to

our records, Ms. [redacted] is not a signer on the account she is inquiring

about. Conn’s has many data and privacy

measures in place when credit accounts are established. We take the privacy and protection of our

customers’ information very seriously; therefore, we are unable to discuss the

account with anyone except the account holder. Thank you,[redacted]

Business

Response:

Thank you for

the opportunity to respond to Ms. [redacted] concerns regarding a Conn’s

account.

According to

our records, Ms. [redacted] is not a signer on the account she is inquiring

about. Conn’s has many data and privacy

measures in place when credit accounts are established. We take the privacy and protection of our

customers’ information very seriously; therefore, we are unable to discuss the

account with anyone except the account holder. Thank you,[redacted]

Review: I have called a number of times, every time I call I get a different answer on why I haven't been contacted back or why they don't have a answer for me on why I was charged the amount I was for my product. I financed $ 1,653.43 for a washer and dryer, was put on a 12 month cash option payment with $0 interest. I bought in May 2014 and payed off on December 2014. I payed off the washer and dryer in December 2014 in the amount of $1,469.36. Not realizing I came across my contract and just happen to be happy I had gotten it payed off and looked at it and realized a couple of issues. So the calling began. I have been getting the run around from them now since I paid it off. I get told that they will take care it and send it to their offline help, and to give them 2-3 days and some will contact me back. I wait about 4-5 days and still nothing so I then again call back and get the same run around. I have been spoke to very disrespectfully I have been hung up on as well as called a liar to they dont understand why I have not gotten a refund, why I was charged the amount I was to we will definitely get this problem fixed for you. I have over payed them and they are aware of the situation and are doing nothing about it. I just would like to get the refund that I am owed and to be contacted by some one who can actually help me with my situation.

Business

Response:

Thank you for

the opportunity to respond to [redacted] concerns regarding account

#[redacted] stated she

overpaid on the account because it was supposed to be a no-interest

account.

According to

our records, [redacted] signed a 30-month retail installment contract on May 9,

2014. This account included a 12-month

no-interest financing promotion. [redacted] forfeited the no-interest financing promotion in November 2014 due to a

late payment. The payment was due on

[redacted] and was not paid until [redacted].

The account

balance was accurate at the time [redacted] called to pay the balance in

full. We have attached a copy of [redacted]’ payment history for her records. Thank you,[redacted]

Review: Our dryer hasn't been working for over a month. The repair guy has been out twice and had to order parts each time. When I call in to the service center they always make an apt for when I won't be home. They should at least give a discount or loaner dryer. I bought a 2 year service warranty for nothing.Desired Settlement: I want people to know that [redacted] is just that-A CON!!!!!!!!!!

Business

Response:

Thank you for the opportunity to respond to [redacted]

complaint. Our records show on [redacted] purchased a [redacted]

electric washer and dryer with a 24-month Repair Service Agreement Plan.

We received [redacted] complaint and found she contacted

our service department on [redacted] stating her dryer was making a loud humming

noise and would not start. A service appointment was scheduled on [redacted]; the

technician found parts were needed to complete repairs. Our records show there

was a delay receiving all necessary parts to complete repairs from the

manufacture. On [redacted], we contacted [redacted] to notify her that we

have received all parts and a service representative will contact her with the

first available date to complete the repairs.

[redacted] offered [redacted] a credit in the amount of

$** to her account as a goodwill gesture. Our records show on[redacted], we also

submitted a request for a $** gift card to be mailed to her residence. We

sincerely apologize of any inconvenience [redacted] experience as a result

of the service delay.

If

we may be of further assistance, [redacted] may contact us at [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 reject this response because a technician came out again [redacted] and now a belt has to be ordered for the dryer. The $** gift card came in and was a [redacted] gift card that cant be used as a payment on the account. I also havent seen the $** credit on the account. [redacted] hasnt been willing to get me an appt that is after [redacted] when I get off work. I have a two year warranty on the dryer and it makes no sense that it should take this long to fix my dryer. I regret purchasing anything from [redacted] and I should have known the name [redacted] is exactly that. I have purchased a total of * items from them and Im not pleased at all with the service. I purchased a washer and dryer so I wouldnt have to go to a laundromat. I have been to the laundromat at least 6 times since the dryer stopped working. Im not satisfied at all because [redacted] isnt resolving this issue adequately.

Regards

Business

Response:

Thank you for the opportunity to respond to [redacted] additional comments. Our records show on [redacted], a service appointment was scheduled to re-assess [redacted] dryer; during inspection the technician found additional parts were needed for repair. After further reviewing [redacted] repair needs, it was determined the dryer was uneconomical to repair therefore; [redacted] agreed to exchange her dryer. [redacted]'s new dryer was delivered on [redacted] and received in good order. We sincerely apologize for any inconvenience [redacted] experience during this process.If we may be of further assistance, [redacted] may contact us at [redacted]. Sincerely, [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 Ithis resolution.]

I dont accept this solution. [redacted] required me to pay the difference in the ineffective dryer and the replacement dryer. I paid $** with no warranty. They wouldnt honor the warranty I had left on the defective dryer. They also wouldn't allow me to use the [redacted] gift card they mailed me. These gift cards expired in [redacted]. They dont communicate well, have poor management and didnt try to assist me in a timely manner. They also wouldnt honor my warranty or try to help me since I was without a dryer for 2 months. I should be compensated for going to the laundromat and my account should be paid off. [redacted] is a con and I never should have stepped foot in their doors

Regards,

Business

Response:

Thank you for the opportunity to respond to [redacted] additional

concerns. Exchange was approved on

[redacted] for the full credit of the original amount paid which was

$[redacted]. The replacement of her original

dryer fulfilled the repair service agreement as stated in the terms and

conditions therefore; [redacted] warranty coverage did not transfer to the

new dryer. The dryer [redacted]

selected was $**.00 more than the credit approved therefore she was required to

pay the difference.

We attempted to contact [redacted] on [redacted], to discuss her

concerns but were unable to reach her at that time. [redacted] has agreed to utilize the gift card Mrs.

Montgomery received in [redacted] toward the difference. [redacted] may contact me directly or

visit her nearest [redacted] to receive the credit back to her [redacted] card. We appreciate [redacted] for bringing

her concerns to our attention. The

matter has been addressed with those involved to ensure the errors that were

made are not repeated.

If

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

[redacted].

Review: I purchased a Samsung dishwasher DW80H930US on December 5, 2014 in the amount of $699.99 in addition to a repair service agreement in the amount of $109.99. The dishwasher was installed on December 6th. On December 20, 2014, the dishwasher began to beep and was draining repeatedly and given an "LE" message. At the time of purchase, my salesman [redacted] said to call him if we had any issues with the appliances I had purchased. I called [redacted] and he said he was going to look up the code and call me back. He never did. I called him again and he said he would contact service repair for me and never did. I called the service department myself and scheduled a repair for December 22, 2014. The representative indicated that someone would call me between 9-11 am to confirm the time for the service repairman to arrive. Service never called me back and at 3:35 pm the serviceman called to say that he was at my home. I explained that I was not home as I never received a confirmation call. He said that the serviceman scheduled was sick and instead they asked him to come. After several more calls and visits to the Broadway store, a serviceman [redacted] finally arrived on December 29, 2014 to repair my dishwasher. I explained that the door was not closing properly and that the dishwasher kept beeping with an "LE" message. Before he left he said that there was evidence of door damage and I would need to wait a couple of days for him to submit the report so I could request a replacement. When he left the dishwasher no longer had the "LE" message but it is not rinsing the dishes properly as it is not draining the dirty water. I called the Broadway store on January 1, 2015 and explained that [redacted] asked me to follow-up with them on a replacement dishwasher. The sales representative I spoke with said that according to [redacted] repair the service request was closed as his supervisor had denied the replacement. She connected me with another service repair and [redacted] called me on January 3, 2015 and said he was going to submit another request to have the dishwasher replaced. I received a survey call from Samsung as to the quality of my repair and gave them all of the information I have indicated here. I still have yet to receive a follow-up call from Conn's as to the status of my request to replace the defective dishwasher.Desired Settlement: I want the Samsung dishwasher replaced with a new one that is not defective.

Business

Response:

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

Our records show on 12/5/14, [redacted] purchased Samsung

dishwasher with a 36-month Repair Service Agreement Plan.

We received [redacted]

complaint and found she contacted our service department on two separate

occasions regarding repairs on her dishwasher.

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]

Review: I purchased a TV last year at Conns on [redacted] in [redacted]. The panel was cracked and the tv did not work. I took it back to the store and they said they would send it to the service department to get it fixed and it would take about 2 weeks or so. Two weeks went by and I followed up with the store and they told me I would need to call the Service department. I called the service department and they said the store never put in the order so the TV was still at the store. I went back and forth with both the store and service department and finally received my TV back in about 3 months. When I picked up the tv they did not give me the power cord. Finally I went picked up the power cord and went back to my home and tried the TV. The panel was still cracked so they never fixed it at all nor was I told they had not fixed it. I took the TV back to the store and the next day I was told the warranty was out and would need to contact the Service department I have now left 3 voicemails for 3 supervisors and have not received a call back. I then called the store to speak with a manager by the name [redacted] and she was extremely rude and did not seem to want to help me. She basically told me " I have a customer right now if you want I can call you back if not you call back". Overall they have done nothing to try and help me nor communicate with me. I am very disappointed with their service.Desired Settlement: I would like for it to be exchanged for a working tv or for it to be fixed.

Business

Response:

Thank you for the

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

[redacted]. [redacted] received a free 32” [redacted] television as a promotion with her

qualified living room purchase. [redacted]’s television came with a 3-month

limited manufacturer’s warranty which expired on [redacted]; no additional

coverage was purchased.

After further review and

research regarding [redacted]’s complaint, we found her television was

inspected by a Conn’s technician on [redacted]. Upon inspection the technician

found the television’s panel was cracked which is not covered under the Terms

and Conditions of the manufacturer’s warranty.

[redacted]. [redacted] did not elect to purchase accidental coverage to cover

the damages therefore we were unable to continue with repairs.

At this time we are

unable to honor [redacted]’s request for an exchange; [redacted] did

not have accidental coverage on her television to cover the reported damages.

As of [redacted], [redacted]’s manufacturer’s warranty has expired and she no

longer has coverage.

If we may be of further

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

Kind regards,

Review: I WENT INTO CONNS TO PURCHASE A BEDROOM SET AND THE SALEPERSON SAID OK WHAT ARE YOU LOOKING FOR I SAID A GOOD BED BECAUSE I AM DISABLE WITH LOWER CHRONIC BACK PAIN ,HE SHOWED ME A BEDROOM SET AND WE AGREED UPON A GOOD FIRM MATTRESS ON MAY 5,2015 AND IT WAS DELIVERED ON MAY 6,2015 INTO MY SON CARE BECAUSE I WAS NOT HOME AND WHEN I GOT HOME IT WAS THE WRONG MATTRESS ON MAY 7,2015 I BEGAN CALLING TO NOTIFY THE PEOPLE IT WAS THE WRONG MATTRESS IT HASNT BEEN 24 HOURS AND THEY WILL NOT ACCEPT IT BACK CAN YOU ALL PLEASE HELP ME THANK YOU SO VERY MUCHDesired Settlement: JUST BE DONE WITH THIS COMPANY

Business

Response:

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

complaint. Our records show on5/05/15 Mrs. [redacted]

purchased a Sealy (Tropic Waters) plush queen mattress with a 48-month

Furnituregard Plan. Mrs. [redacted] elected to have her mattress delivered; we

show Mrs. [redacted]’ delivery ticket and delivery receipt were signed acknowledging

Mrs. [redacted]’ mattress was delivered and received on 5/06/15 in good order. The signature on Mrs. [redacted]’ delivery

ticket and delivery receipt acknowledges that Mrs. [redacted]’ mattress was

thoroughly inspected for an exchange or price concession would not be authorize

after the delivery.

After researching Mrs. [redacted]’ complaint we found she contacted us

on 5/07/15; stating she was not satisfied with the

mattress and requested to have the unit exchanged. Mrs. [redacted] was

reminded of Conn’s Return and Exchange Policy which states: No Return or

Exchanges on Furniture, mattresses,

décor & accessories unless inspected by a Conn’s Service Technician and

found to have a manufacturer’s defect.

Mrs. [redacted] signed her invoice and contract

confirming/acknowledging the Sealy (Tropic Waters) mattress is the mattress

that she selected and purchased. Therefore, we are unable to honor Mrs.

[redacted]’ request to return/exchange her mattress.

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

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

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.

Complaint Detail / Problem

Review: I have been trying to get warranties cancelled for quite sometime now. Since I was given the wrong information at the time of purchase the salesman told me 299 for each which I took $2.99, however it was not. Once I found out this information I then followed the proper protocal that I was given to cancel the warranties. This was in [redacted] it is now [redacted] and Conn's has yet to do what I asked and what I was told they would do instead I constantly get calls from the collection dept to which I very nicely reply to each one of them the same exact story and ask them every time to please put all this information in my account notes. Since they say that this call may be recorded then they should have all this info over 50 times for sure. I was told by a lady named [redacted] with Conn's that Conn's has recieved my request and that they want to cancel the warranties and also close the entire account. Well that has yet to be seen. I am now being threatened with Conn's saying that they will report this on my credit. They are saying that I owe them $600.00 the warranties that I tried to have cancelled after purchase total up to a total of $600.00 which would mean that the account woule be paid in full.Desired Settlement: I would like to see a letter of apology from Conn's for dragging thier feet and I would like to see the warranties cancelled and the account closed. I would like to see the letter of apology for one main reason, that reason being: if you owe someone money they are quick to call to collect but when the company is at fault for their mess up they drag their feet as Conn's has been doing since [redacted]

Business

Response:

Review: I purchased a Samsung Washer & Dryer pair from Conn's on 03/02/2014. This is the first dryer I have purchased to be put on a pedastal. I had to wait until the contractor could come to drill the hole and run the dryer vent after I picked up the dryer, since we did not know the height of the dryer vent. I wanted to run it straight through the wall and not use a flex hose. The first day I tried to use the dryer it did not work. It ran for about 30 seconds and stopped. I contacted Conn's Manager ([redacted]and their service department. They scheduled a technician to come out. That was a few days of waiting. The technician determined a board to be bad after a consult with his office technician. The part was ordered and came in about the 3rd of April. The technician came out and installed the part today, 04/08/14. That part did not fix it either. It is still doing the same thing. They are oredering the part again plus another board that may be bad also. I contacted Conn's service department and was told they can not replace the machine until after 30 days from the first service call. In the meantime, I have no way to dry my laundry. This has been a major inconvenience, but this does not matter to Conn's. I was originally told by [redacted] that I do not have a warranty because I did not buy the dryer cord from them, and I should take it up with the store I purchased the cord from. I will not do business with this store again. I found out after the sale had been made, they do not keep any stock on hand, so I had to wait until the next week to get it. I was also told they do not deliver to my location. It has been a very poor experience for me and has had me so angry I was shaking. Shame on Conn's for advertising 100% customer satisfaction.Desired Settlement: I would like to have a new dryer delivered to my home and for them to pick up the one that does not work this week.

Business

Response:

Thank you for the

opportunity to respond to Ms. [redacted] complaint. Our records reflect on 3/2/14, Ms. [redacted] purchased a Samsung washer, dryer and pedestals with a manufacturer’s warranty

only. Ms. [redacted] contacted us on 3/25/14, stating

her dryer was not working and started smoking.

A service call was set up with a factory authorized technician and after

replacing 2 recommended parts he reported the dryer was still not

repaired. Ms. [redacted] has been contacted

regarding her concerns and Conn’s has agreed to expedite the exchange on the

dryer as well as the matching washer and pedestals. In addition we have agreed to waive the

delivery charge to pick up the old set and deliver the new one. The exchange

has been keyed, and Ms. [redacted] may visit her closet store to reselect at this

time.

We apologize for the

inconvenience this caused her. If we may be of further assistance, Ms. [redacted] may contact us at [redacted]

Kind regards,

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be the only option open to me. While I do appreciate another washer & dryer, I did have to pay more more for a product that I did not really care for. There was not enough selection to choose something I would like, so I feel as though I had to settle. In my opinion, I should not have had to pay more money for a less desirable product. I asked the salesman to see if they could reduce the price to be comparable to what I paid for the Samsung pair, but was told they could not lower their price. I have no complaint with the salesman, just the store manager, their policies and Samsung. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I purchased a 60" LED TV from Conn's on [redacted]. Once I set up the TV I noticed a brown rainbow at the bottom middle of the screen. I had never had a TV this size or LED before, so I wasn't sure if this was normal or not.The first chance I could get back into the store to see the TV that was on display was the following Saturday. The brown rainbow was not on that TV. My salesman said he had never seen this before and would have a technician come out and look at the TV.The technicians came out the following Tuesday. He said that the entire LED screen needed to be replaced. We called the [redacted]. store and spoke with [redacted]. He told the technician and myself that they would just switch out the TV since it had not been 30 days and that he would have my salesman [redacted] call me back. I had not heard from [redacted] and called him the end of the week and he said that he had the switch approved at their level but they were waiting on some other approval and I should hear something back Friday the [redacted] at the latest. I still have not heard from him by late Saturday and called him back. He said that he was still waiting on some approval and that it would be a couple of more days.I called the main office today Monday [redacted] and was told that they were not going to switch out the TVs because it was not reported within 24 hours and that all they could do is repair the TV and that the part should be in by [redacted]. They did not give me an explanation as to why I was repeatedly told that it would be switched out.Had they told me that they could not switch the TV out when the technician initially called then I would have accepted it and moved on but I feel they should have lived up to their agreement to just switch the TV out since I had been told that on multiple times.Desired Settlement: I think they should stand behind their word and allow me to switch out the TV for a new one. I had only have the TV 5 days when I went into the store and told them about the problem.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted]'s complaint. Mrs. [redacted] has been contacted regarding her concerns and we appreciate her for bringing them to our attention. Her concerns were addressed with those involved to ensure they are not repeated. Conn's agreed to honor Mrs. [redacted]'s request to exchange her television. Mrs. [redacted] is aware and will be in the store to reselect.

If I may be of further assistance, Mrs. [redacted] may contact me directly at ###-###-####.

Review: I was told by sales associate that I could return adjustable bed repeadedly only to find out later that this was not the case. I have contacted Conn's headquarters, district manager, store manager and have had NO response from anyone. This has caused a great hardship on me in the amount of $1500. for a bed which actually hinders the mobility of my father. My father suffers from Parkinsons Disease and is recovering from a stroke and I thought the adjustable bed would help him but it is of no aid to him at all and therefore is of no use.Whether the sales associate knowingly mislead me or simply did not know the policy, I don't know, but I am the one left owing this significant amount.It seems that common courtesy and good customer service would at least warrant a response from company headquarters.Desired Settlement: I would like to return adjustable bed and purchase a box springs and mattress that accommodates my father's condition better.

Business

Response:

Review: I entered an purchase agreement with Conns for a total amount of $2864.22 (includes insurance. I have paid $2876.22 and still have a balance of $72.38

I have a year same as cash agreement with Conns. Today is the last day for this option or I will owe $1500 for insurance cost. I have been on the phone with customer service twice a week for the last two months and can't solve this problem. I'm told someone form billing will contact me within 24 hours. Have yet to get a call. They won't send me an itemized list of charges nor will they inform me as to what this cost is for. My contract states that I have borrowed $2,617.31 and upon payoff a charge of $246.91 for insurance. On [redacted] I spoke with [redacted] from customer service saying that if I paid $12 my account would be closed for filling my obligations. She also made a note in my account stating that I wanted a call from billing to confirm the status. As soon as I hung up with her I made the payment by phone so Conns would receive payment that night. I waited the 72 maximum time limits they have and called back. I was told they reviewed my account with no changes. I asked for an explanation for their decision. The customer service rep did not have any info just that he would mark my account for investigation and someone would be calling me with in 24 hrs. Still have yet to get a call and once again I called back. I just got off the phone and was thrown through the loop again and was told someone would be investigation my account again. This employee could not give me any more information as to what the cost is for. I'm stuck and need help to solve this problem as in getting nowhere dealing with Conns. I have printed all my payment information from the bank and have read the contract over and over and cannot find any additional cost I could owe. Today is the last day before they charge insurance so I hope we can find a solution as soon as possible.Desired Settlement: I don't want a refund I just want what was promised on the terms of the contract. I have paid for the purchase and now it's time for Conns to fulfill the obligation and close my account. I just want this to be solved and I don't have to waste any more time waiting for someone to call or help a customer and give or find the answers they are looking for.

Business

Response:

Review: I bought furniture from Conns 30 months ago on a 36 month contract , conns said to have proof of insurance, as for as Homeowners Ins. I told I have insurance on house since I bought it in [redacted]. So I recently faxed Conns all my declaration pages from [redacted] to present. To see how much it would reduce my final payment, they cant seem to find it so I faxed Conns again That was a week ago, They have yet to acknowledge receipt of the fax even thou I can show proof. They will not accept my Homeowners ins. I guess, Everyone I talk to gives me a different answer.One person from Conns did tell me it wouid reduce my final payment by approximately $15.40 a month for the last 30 months thats over 450.00 off my final of 755.00Desired Settlement: Conns should remove or take off their amount of ins. off my balance

Business

Response:

Review: I purchased a Whirlpool stainless steel refrigerator on 5/2012. I make my payments on time every month. I even purchased the extended warranty they offer. I have called Conn's since 5/**/2013 about my refrigerator acting up. The icemaker wasn't working, then it started freezing our food in the refrigerator side. Conn's has come at least once a month to "fix" our fridge and still it is not working. I have lost money on groceries terribly. I went from buying groceries weekly to going to the store everyday to get something to cook. I have complained to them, told them to exchange it, and still that fridge is in my home. My husband has asked for a district manager and is refused the information. The customer service and service department do not even answer our calls because we have complained so much. They transfer us back and forth as in a joke. My husband has been on hold for up to 30 minutes on a complaint call. He has spoken to [redacted] who is the manager in service department and [redacted] who is his boss. We have been refused last names, phone numbers, and extensions. Please help us with this issue! I have four kids at home and do not have the time to go to the store everyday to figure out what I can cook each day. I also have a diabetic daughter on insulin who needs to have it refrigerated. I do not want to have negative things on my credit or I would have already stopped paying it. Thank you again.Desired Settlement: I would like my money back or be allowed to choose another refrigerator. I prefer to get my money and go elsewhere to purchase another refrigerator. I am done shopping at Conn's.

Consumer

Response:

I spoke to [redacted] service department manager on Saturday, 1/**/14, he stated they put in request to exchange my refrigerator and someone from corporate would call me on Monday,1/**/14. I have yet received no call.

Business

Response:

Review: My 82 year old mother, [redacted] purchased a flat screen TV last December for my Christmas present. It did not work and was returned to the store in the box and with the protective plastic still on the screen. I spoke to the store Manager [redacted]. He was able to pull up the purchase on his computer and found everything he needed. He was first going to determine what was wrong with the TV and contact me by the following Wednesday. Two week went by no call. When I finally reached him, he could not locate the TV. [redacted] gave me no paperwork so this seemed very convenient. I spoke to an attorney friend and was instructed to write a demand letter which I did. I have the Certified Mail Receipt. No responce from letter. Called [redacted], Vice President of Conn's - The Woodlands, Texas 866/540-3229 - left messages 3-4 times a week in November with his Ast. [redacted] This has been extremely upsetting to my mom - thus ME! Having her ask me almost daily for almost a year - why nothing is happening! THEY SHOULD BE ASHAMMED!PLEASE HELP US - Their name is very discriptive for how they run their business!My mother has been concerned that she paid all this money for nothing. The manufacture sent an extended warranty offer to my mother this month stating the TV's warranty expired December **, 2013 - So why did Conn's not honor the original manufacture's warranty?Desired Settlement: They need to refund this money to my mother's credit card. They have all of her information. Truth be told they should be made to pay for all the time I have spent trying to get them to do the right thing!

Business

Response:

Thank you for the

opportunity to respond to [redacted] complaint regarding her mother [redacted] refund. [redacted] has been

contacted regarding her concerns and we have confirmed the television has been

returned. We sincerely apologize to [redacted] and her mother for the delay and any inconvenience they may have been

caused. [redacted] refund has been

processed and a check for $378.86, will be mailed to [redacted] at [redacted] request.

Please allow 7-10 business days for processing.

If I may be of further

assistance, [redacted] may contact me directly at [redacted] ext [redacted].

Sincerely,

Customer Relations