Conns Appliance, Inc.

Review: Conn's was suppose to delivered a bed complete with headboard on Saturday, November 22nd. One of the wooden base pieces was broken and they said they would come back with a replacement on Sunday, November 23rd at 10 am, they didn't show up, I called and they said they would call me later to let me now the exact time the were coming they never called. I called back around 4pm and was on hold for 25 minutes when they finally answered they again said they would call me back letting me know what time they were coming if they were coming at all. After seeing they kept giving me the run around I requested they come pick up what they had deliver which was just the mattress and headboard and they never came. Today at around noon they call to tell me they will deliver the base between 2PM and 4PM and I reminded them that I didn't want the bed anymore because of their dishonesty they said ok and gave me the number to warehouse to get the items picked up, when I call warehouse they say I'm breaking a contract and will have to pay a fee, I let her know I never sign the papers because the base was broken and she says to call the store, I call the store once more and they tell me to call the warehouse once more they continue to have me call both once more after that and then I get a call from [redacted] from warehouse saying they were about to deliver the base form 3PM to 4PM I tell him I need them to come pick up the items and he screams at me that if I don't want the bed I need to call the store. Not only are they unprofessional but they don't listen. I don't understand why they say I broke a contract when they were the ones the repeatedly lied about bringing the base. Does that mean they could have keep their lying cycle, deliver the base a week from now and I don't have a say over the matter. I wouldn't have requested the items be picked up if they had been honest from the beginning and let me kbow the items weren't going to be delivered until dayslater. I don't trust doing business with them anymore.Desired Settlement: All I want is for them to come pick up the mattress and headboard and leave it as that. It's absurd how they want to do things at whatever time they like but a customer can't do the same when the monthly bill comes, the customer should also be allow to make payment when and if they want to, if Conn's can why can't their customers do the same?

Business

Response:

Conn’s would like to apologize to [redacted] for the

experience she had with us.

Unfortunately, we have been unable to research [redacted]’s

complaint based on the information she has provided. To better assist her, we

will need her invoice number or the phone number that was used at the time of

purchase.

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

Customer Service Department at [redacted].

Kind regards,

Review: I made a payment on my account and was told my account was current on 6/14/2014. On 6/30/2014 a person named [redacted] showed up to my place of employment to collect a payment. [redacted] at Conns sent this guy to my job. [redacted] went right into details about my account in front of a supervisor within my company about my personal business matter. Keep in mind my account had been paid this month so I did not understand one why he was at my job and two he was discussing my account in front of another employee (Supervisor) at the company. This was not my supervisor and this was not his concern. I felt harassed, threatening, intimidated, and embarrassed. This was all due to a payment that they could have called me about. I in turn contacted the store and [redacted] admitted she sent [redacted] to my job and did not care if I got fired. Please tell me what is the next course of action for this? Thank you.Desired Settlement: I would like a formal apology in front of the same Supervisor as well as I would not like to do business with these people ever again. This means but is not limited to Conns taking a loss.

Business

Response:

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

concerns regarding her account. Upon further review, we have determined Mrs.

[redacted]’ transaction was initiated and completed with Rent-A-Center.

Mrs. [redacted] will have to contact Rent-A-Center to address

her concerns further.

Review: I recently purchased over $3,000 worth of new living room furniture and a 39' flat screen tv from CONN'S located in Arlington, Tx which is near The Parks Mall. Everything was delivered this past Saturday Mar 8 and was all assembled except the tv which remained in the box. I later removed the tv from the box, disconnected my old tv from the cable and connected the new one and discovered it did not work. I live in Arlington but I pastor a Baptist Church in East Tx and couldn't do anything about this problem until yesterday Mar 10. I therefore stated to the person who sold me this furniture that this tv did not work and could I possibly come in and make an even exchange, but she said this was not possible because 24 hours had expired and I elected not to purchase the $300 warranty. I'm stuck with a tv that has never worked from the time it was delivered up to now with my first installment is due in April; and I don't believe this is fair regardless of their store policy.whatever happened to a factory warranty? Whatever happened to making the customer satisfied and their business valued? They sent at least 4 letters offering me a line of credit and when I decided to inquire about this and was approved, they texted and called me a number of times encouraging me to come to their store and shop; but now I'm not getting any satisfaction regarding my concerns. I have voiced my concerns with [redacted] of the Dallas Morning news and got a response stating that there has been other issues with CONN'S that got the attention of the attorney general and therefore I have been given some instructions on what my next step should be. I'm writing you as well to make you aware of what CONN'S is doing to their customers. I'm of the opinion that this is BAD BUSINESS!!

Thanks for this moment

Rev [redacted] Sent from my iPhoneDesired Settlement: Unspecified

Business

Response:

Thank you for the

opportunity to respond to Mr. [redacted] complaint. Our records show on 3/8/14, Mr. [redacted] the United Furniture Melody set, Catnapper

recliner, and a 39” Haier TV. Mr. [redacted] contacted us stating his television

will not recognize a signal. On 3/11/14, Mr. [redacted] received

an exchange for his television because the item failed within 72 hours of

original purchase. We attempted to contact Mr. [redacted] on 3/27/14 to discuss

his complaint, but was unsuccessful in our attempt.

If we may be of

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

Kind regards,

Customer Relations

Review: I have spent over $4,000 in the past 6 months at Conn's. I regret it everyday. The bad enough the sales person sold me an item that had no use to me, and the store wanted to charge me more to return it than what the item cost.

I purchased a warranty for a ** inch television. The television is broken. I called Conn's over a month ago to have my television repaired. As of today, I call Conn's 1-*00 number everyday (sometimes 2-3 times a day). Each day I call, they tell me a different story. Sometimes they tell me that the part is not in. Ot[redacted] days they tell me the part is in. Everyday they tell me they escalated it problem and someone will call me. NO ONE EVER CALLS ME BACK.... WHICH IS THE REASON I HAVE TO CALL EVERYDAY.

It has been over a month! I want my television replaced. It makes no sense that I have to call everyday, and that I am told a different story every time I call.

I WILL NEVER EVER SHOP AT CONN'S AGAIN!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!Desired Settlement: REPLACE MY TELEVISION TODAY!!!!!!!!!

Business

Response:

Thank you for the opportunity to respond to [redacted]

complaint. Our records show on */29/14, [redacted] purchased a **” [redacted] television with a 49-month Repair Service Agreement Plan and elected to pickup

[redacted] television from our [redacted], TX location.

We received [redacted] complaint and found she contacted our

service department on **/06/14 stating t[redacted]e were vertical lines in [redacted]

television. A service appointment was scheduled for **/11/14; upon inspection

the technician found parts were needed for repair. Our records show t[redacted]e was a

delay receiving the necessary parts to complete repair. Once we received the

parts [redacted] was scheduled service on **/11/14; the technician installed a

new panel and tested the unit; unit tested pk.

At this time [redacted] television does not met the qualifications for

an exchange; repairs have been completed on the unit.

[redacted] was contacted by our [redacted] and confirmed [redacted]

television has been repaired and is working properly. She mentioned the TV stand that was purchased

did not fit [redacted] TV and they she didn’t feel she should pay the difference for a

bigger stand due to the error. [redacted] has informed us that she no longer needs the stand and has mounted the

TV to the wall. Conn’s has agreed to

pick up the television stand and issue [redacted] a full credit of $227.2* to

[redacted] Conn’s account.

We sincerely apologize for any inconvenience [redacted]

experienced as a result of [redacted]

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

Sincerely,

Review: Bought a SB16 Harmon Kardon Sound Bar System, floor model. When I tried to hook up I realized optical port was broken and sub is not compatible with sound bar. Multiple attempts to resolve. No response or calls back. Zero.5/23 Tried to hook up system for first time and realized optical port was Broken5/24 Call [redacted] TX store and [redacted] told me he cannot return the item, the unit works according to him, and there is nothing I can do other than call service.5/24 I called service and they told me they could not assist but any store could help.5/25 I visited Plano store and they said I would need to go to Manufacturer for help.5/25 I called customer service and opened a ticket for someone to investigate and call me.5/25 I realized sub was not even compatible with sound bar so I called customer service to notify them. The rep told me a ticket wasn't opened from my prior call so I opened a new one.5/25 I called the [redacted] TX store, spoke with [redacted]. He asked me why I didn't bring the product into the store as he asked before, but I reminded me he said he could not do anything in the store. He promised me he opened a ticket. Never received a call about that ticket.5/27 Called customer service and they said ticket I opened on 5/24 was closed even though I didn't receive a call back and I needed to call service.5/27 I called [redacted] TX store, [redacted] was not working but another manager promised to call me back in 20 minutes. No call back.5/29 Called [redacted] TX store, spoke to [redacted]. He said he would speak with the regional manager and call me the next day.5/30 I called the [redacted] TX store. Learned [redacted] was not even working today.5/30 Called customer service. Transferred to service manager, Marilyn Hernadez. Explained situation and emailed history of issues.6/4 Called store, [redacted] not working, asked for manager on duty. Manager said he did not have contact info for regional manager.6/4 Called customer service for an update on my ticket. They stated the last update they had was Friday the 30th around 10am when the service department tried to call me and I didn't answer their call. Even though I spoke to someone that evening.Desired Settlement: I will be returning the 60" television, end tables, and TV stand I purchased due to the lack of customer service I have received. I cannot bring myself to make monthly payments to a company that has treated me so poorly. In addition, I would like to receive a return approval for the sound bar described above.

Business

Response:

Thank you for the opportunity to

respond to Mr. [redacted] complaint. Our records reflect that Mr. [redacted] purchased a

Sound Bar as a Floor Model via invoice [redacted] on 5/18/14. The product was

sold as is and was not delivered or installed by Conn’s.

As a goodwill gesture we are offering

the option to return or exchange the Sound Bar at no cost to him within the 30

day return and exchange policy. If Mr. [redacted] wishes to return the television on

this invoice a $129 exchange fee will be charged and must be completed within

the 30 day return and exchange policy. Furniture which includes the end tables

and television stand are exchange only. If Mr. [redacted] would like to have a

technician assist him with installing (at additional charge) the Sound Bar, he

should contact his local store for arrangements.

We apologize for the

inconvenience Mr. [redacted] has experienced.

If further assistance is

required, Mr. [redacted] may contact us at [redacted]

Kind regards,

Review: I applied for credit on Conn [redacted] website and received a call from on of the sale a reps[redacted]. When I purchased the items, which included a Television, Blu-ray player and a Sound bar, the salesman told me I was signing up for a 12 month same as cash option. I checked my balance the other day and realized that it was not decreasing a whole lot each month so I called customer service and found out I was under a 30 month contract. I explained to the situation to the Rep and she reviewed my contract and told me I was in fact on a 12 month contract and she would send my paperwork over to the right department to be corrected and to call back in 72 hours. I called back today, [redacted] 14, 2014 and they told me that I got denied for the 12 month same as cash option because the salesman never set it up when I purchased the items. I called the store and they informed me that it was a mistake on their part and I should call customer service and they could resolve the problem. After being transferred three different times, I was told there is nothing they can do. All I ask of them is that I received the contract I was told I had in the beginning. I will add that I did not fully read the contract because I trusted [redacted] in good fate and he did admit that he made a mistake and I should not have to endure the repercussions.Desired Settlement: I love the merchandise I received and the customer service was excellent, I just would like Conn to adjust my contract to the 12 month same as cash contract that I was to receive initially.

Business

Response:

Thank you for the opportunity to respond to [redacted] concerns regarding account #[redacted] stated he was supposed to have 12-months no-interest financing on his

account.

[redacted] signed a 30-month retail installment

contract on [redacted] 15,

2014.

The items purchased did not qualify for the 12-months

no-interest financing promotion at the time of

purchase.

We are unable to add the 12-months no-interest financing

promotion to [redacted] contract.

We value [redacted]t as a customer and appreciate him

bringing this matter 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.

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

Regards,

When I purchased the items, the salesman never informed me the the items did not qualify for a 12 month interest free option. He insured me numerous times that as long as I paid off my balance within 12 months, I would not incur any interest fees.

Business

Response:

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

The product purchased as well as the credit have to

qualify for the no-interest financing promotions. In [redacted] case, the product did not qualify; therefore, we are unable to comply

with his request for 12-months no-interest financing. 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.]

Regards,

I feel like I was cheated because the Salesman[redacted], told me whatever item(s) I choose to purchase was 0 interest for 12 months. Had I known I had a certain type or amount of merchandise I could choose from, I would have just got the Television because that was all I wanted to purchase until I found out anything I wanted was interest-free.

Business

Response:

Thank you again for the additional opportunity to respond to [redacted] concerns regarding account [redacted]. The product purchased as well as the credit have to qualify for the no-interest financing promotions. In [redacted] case, the product did not qualify; therefore, we are unable to comply with his request for 12-months no-interest financing. The television [redacted] purchased would have had to have been over $999.99 to qualify for the 12-months no interest financing promotion. Again we are unable to add the 12-months no-interest financing promotion to the signed retail installment contract. Thank you,[redacted]

Review: bought item on July 1 at store in [redacted], were suppose to deliver next days but instead took 3 days cause of error with the delivery service of delivery to the point they were going to reschedule 1 month ( without my knowledge or OK) after I bought the items. (at the time buying the items I was assured that delivery would had been the next day) After all those mistake I was told by Store supervisor and my salesperson that the delivery fee (129.99) were to be remove from my billing. Then on the 3rd of July went in store I cancelled the installation ( 379.99) and delivery already late 3 days and move my payment date to the 4th instead of the 1st of the month. ( store manager himself did the transaction for the change date and the credit to my account. 1st month came date was not change and credit not applied after emailing main office 4 times about the problem the said that my issue was resolve ( they did nothing) back to store in person 1 month later assistant manager herself submit again but no change but the date that I had to call main office and discus problem with customer service. still no change or no answer from store and main officeabout the credit that was to be applied. called again store and main office. Delivery person [redacted] resubmit the credit to be applied for the 3rd time to main office and 1 month later still no change or no response or answer from neither office or store. I spent time going in person emailing and hours on phone which I pay my minutes, I work night shift and my sleep time is daytime so to be able to go to store or contact anyone by email or phone cause me to get sleep deprivation on those days ( 6 days at least) to a point that I almost lost my job. Not considering all the stress that those situation are causing me< I have no clue as what to do to get my credit and it is not like I am bringing back material, all I did is cancel in person ( July 3rd)the installation and store manager did cancel the delivery fee I give them so many chances to resolve the issue but they keep ignoring me and I did refer them customer without expecting anything in return after all the problem they are causing me . ( I am not complaining about 50.00 but 500.00 on credit that I get charge interest on and my monthly payment should also be reduce for the total of the credit plus finance charge.) I am at a point that I do not want to make payment till they resolve issue, but I am an honest person and just want to resolve the issue. I don't know what to do no more.Desired Settlement: I want my bill to be corrected, the current payment to be credited and my payments lowered according to the credit due on my account, and Check of 550.00 for lost time, sleep deprivation which almost cost me my job since I sleep daytime, cellphone minute use, gas use to go 5 time to store, time spent and length of time to resolve the issue which after all the attempt on phone, email and in person. not counting that my payment should be lower

Business

Response:

Thank you

for the opportunity to respond to Mrs. [redacted]’ complaint. Our records show on 7/01/14,

Mrs. [redacted] purchased a [redacted] furniture set, 55” LG television, and a

[redacted] queen mattress and received delivery on 7/4/14. After further

review and research, we confirmed Mrs. [redacted] did request to have the

installation cancelled from her invoice and was offered free delivery due to

delay. On 9/15/14, we processed a credit in the amount of $552.04 to Mrs. [redacted]’

account for the delivery and installation charge. Once the credit applies to

Mrs. [redacted]’ account the balance due will be lowered however; the monthly

payments will remain the same. Our records show Mrs. [redacted] did utilize Conn’s

12-month cash option account and no interest has accrued to her account. At

this time we are unable to honor Mrs. [redacted]’ request; no additional credit is

due. We sincerely apologize for any inconvenience Mrs. [redacted] experienced as a

result of the delay.

If

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

Kind

regards,

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 initially signed a contract with conn's that was supposed to combine 3 of my accounts into 1 account. After I signed the contract with conn's at the [redacted] store location I assumed that there wouldn't be any issues. Especially if the [redacted] was involved. After a month I started receiving almost 30 calls a day saying I was late on my payments. I called corporate to tell them what happened but the calls never stopped. After several failed attempts to fix the situation with the store and multiple calls and emails with the collections department I asked them what can we do to stop the calls and fix everything. They offered me an extention program (Which should never have been needed in the first place) to set up auto draft on all three accounts for the next 2 months and it would bring me current. I agreed, even though this put me in a bad position, since I shouldn't have had to succumb to this in the first place, but none of Conn's agencies talk to one another at all. So I go ahead with the program and end up paying off over 4000 the next two months just to be done with Conns. I initially opened accounts with Conn's to build my credit. I don't have an issue making payments. I just want them to honor the signed contract that both parties entered into. I made several attempts to talk to [redacted] on the issue but I always got sent to another [redacted]. This is an oppressive and abusive system that they hold. I was receiving almost 30 calls a day from all over the country, for months. I am a full time student, and a retired [redacted]. I also have 4 children and my [redacted] is a [redacted] at a restaurant. I have enough on my plate as it is and I have to deal with a companies petty collection tactics to take advantage of their consumer. How terrible that they would do this. Especially since I know this has happened to others. Not to mention they sent people to my house that put my [redacted] bedroom set backwards and then delivered a washer that was already broken and flooded my house. These issues are exactly why I have paid my accounts off in a hurry. I just want them to fix my credit remarks...I don't see how that is too much to ask.Desired Settlement: Repair credit

Business

Response:

Thank you for the opportunity to respond to [redacted] concerns regarding credit marks received on his accounts.

According to our records [redacted] refinanced his accounts

in [redacted] 2014.

There was a delay in the process due to paperwork not

being returned.

At that time we agreed to remove the credit marks

received due to the delay in the refinancing process.

We have removed all but one 30 day credit mark assessed

on the accounts.

The one 30 day mark was earned and we are obligated

to report factual information to the credit bureaus.

Please allow 30-60 days for the credit bureaus to update

their information.

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

inconvenience he has experienced due to this matter. Thank you,[redacted]

Review: I have received numerous phone calls from Conn's after being a day late. The continous phone calls at least four is a bit much after being late for one day. I thought this kind of pratice is illegal, I have never received a statement in the mail for being late, and all these phone calls make me want to return their items to them and I can go elsewhere.Desired Settlement: I would like my account to be cleared of all amounts owed, if not some type of credit towards my account

Business

Response:

Thank you for the opportunity to

respond to Mrs. [redacted]’ concerns regarding the collection calls he has

received on his account. Mr. [redacted] stated he begins to receive collection

calls when his account becomes one day past due.

When the payment is late we have

to start call attempts to ensure a payment will be made timely. It is a normal

practice for our company to begin call attempts the first day the payment is

late. To prevent the calls Mr. [redacted] has the option to pay on-line, in his

local Conn's store, by mail, or over the phone if it is more convenient for him,

before your due date.

Additionally, if Mr. [redacted] pay

date has changed, he may benefit from requesting a change of his due date each month. We ask that Mr. [redacted] contact us if he

would find this beneficial.

We would like to thank Mr.

[redacted] again for bringing this situation to our attention. We value him as a

customer and appreciate his feedback.

Review: Conn,s refuse to honor the price of the recliner I brought on 10/4/2014 for 899.00 said the price should have been 999.00 and will not honor contract and deliver the Recliner I have the contractDesired Settlement: I want the chair for the price that was on the chair when I brought it on 10/4/2014 and for my trouble I want the delivery fee waved

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 10/04/14, Mrs. [redacted] purchased the Franklin

Trent lift recliner with a 48-month FurnitureGard Plan and delivery totaling

$1204.17.

We received Mrs. [redacted]’ complaint and found the Franklin Trent

lift recliner she purchased was priced and retails for $899.99. We contacted

Conn’s located in Jackson, MS where Mrs. [redacted] made her purchased and

confirmed with the store manager that the recliner Mrs. [redacted] is requesting

to price match is a different model recliner than what she purchased. Mrs.

[redacted] was educated at the time of purchase that we could not price match a

different model and if she would like to select another model, she would be

responsible for any difference in price. Mrs. [redacted] was provided a copy of

her retail contract as well as a copy of her invoice which provides the model

number and price of the recliner she purchased.

At this time we are unable to honor Mrs. [redacted]’ request; no

further credit is due at this time.

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

Kind regards,

Business

Response:

Thank

you for the opportunity to respond to Mrs. [redacted] additional comments. After

further review our records show on 10/21/14; Mrs. [redacted] invoice was

completely cancelled for the Trent lift chair and no purchase has been made

with Conn’s. We sincerely apologize for any inconvenience Mrs. [redacted] experienced during this time.

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

Kind regards,

Consumer

Response:

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

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

Regards,

I will never do business with conn:s because I do not trust them because they do not honor their sales prices and I am going to tell everyone I know how I was treated and advised them not to do business with conns I am doing business with another furnture store and they honor the price;s of their munchdise .

Review: My name is [redacted] and I have an account at Conn's. Saturday Febuary [redacted] there was $600.00 taken from my checking account without my authorization. I was not aware of this until I went into a store to buy gas and food and my debit card was declined. I then called my bank to figure out what was going on and they told me there was an amount of $600.00 pending from Conn's. I was very upset because no one called me to run this by me, no one asked for my card information, no one gace me a reference number for this unauthorized payment of $600.00. I have had to suffer for FIVE days now with ONE DOLLAR in my bank account. My rent was due on Febuary 3rd and I was unable to make this payment due to Conn's processing this payment without my knowing. I have called them numerous times to get this situation straightened out. I have requested to speak with a manager or a supervisor, I have requested for someone to call me back and give me an update of where my refund is at. No one called me back. They continue to tell me that my refund is still in review. I am very upset. This is an unauthorized payment that should not have been processed without my permission. I am a full-time employee and a full-time college student, every dollar, and every cent makes a difference to me. I work very hard for my money and having $600.00 taken from me really irritates me. I am suffering, I have been stressed out because of this. This situation to this day Febuary still has not been solved. I have been told that my money would be refunded back into my account within 72 hours from Saturday Febuary [redacted] I would like this situation resolved.Desired Settlement: The refund amount should be $600.00.

Business

Response:

Review: I visited str [redacted] on 4/16/2015 and made a purchase of a washer and dryer set that day. I was asked what day I wanted my merchandise delivered which was 4/19/2015. I was told the service center would call and confirm the delivery for that day 24 hrs in advance. I didn't receive a call that Saturday 4/18 so I just figured they would call the morning of the delivery since I didn't receive a call on the day before. I called the store from where I've made the purchase and was told to call the warehouse at [redacted] opt *. I spoke with SEVERAL different representatives [redacted] just to name a few was told something different by everyone regarding my appliances. I spoke with [redacted] and [redacted] whom I was told was the [redacted] over [redacted] guaranteed my hhusband and myself that he would get our merchandise on the delivery truck for 4/20 and and we would be the last delivery around 7:30pm. Because we stress to him we needed a later delivery because we work late hours. My husband left work today at 5pm so he could be here before 7. No one has called us we have called all day only to learn they messed up AGAIN and put our merchandise on a early morning delivery truck and no one is home everyone is at work or school. I called the [redacted] department again only to be given the run around all over again going into day two of this foolishness and it's 830pm cst. And I still haven't received my merchandise nor not one phone call from ANYONE regarding this matter

Business

Response:

Thank you for the opportunity to respond to [redacted]

complaint. Our records show on 4/16/15, Mrs. [redacted]

purchased a [redacted] high efficiency washer and dryer with a (24-month Repair

Service Agreement) on both units. After further research we found there

was a delay with completing [redacted] delivery due to the items being

delivered at a new address which was not listed on her invoice and [redacted] not being available; however as of 4/20/15 [redacted]

received her washer and dryer. [redacted] signed her delivery ticket

acknowledging her washer and dryer were delivered and received in good

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

inconvenience that was caused as a result of the delayed delivery.

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

[redacted] Department 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 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: On Feb. 17, 2014, Conn's delivered a new cooktop that my wife and I purchased from Conn's on [redacted] The (2) installers which were the same delivery people took out the old cooktop which was being replaced. My wife dropped a pan on the corner of the glass top but the cooktop was still working at the time. The installers wired the plug using the same cord & plug from the old cooktop but when they plugged it in there was a pop at the receptacle that both my wife & I heard. When the installers turned on the cooktop it did not work so they decided to take it back and bring back a new one because they thought it was defected. On Feb. 18, 2014, another set of installers came back with a new cooktop, wired the plug using the same cord & plug & again plugged it in to the receptacle. When they turned on the cooktop it did not work so they left the cord & plug hanging there & told my wife to hire an electrician to fix the problem. I called Conn's warehouse [redacted] on Feb. 19, 2014 and told them about the problem, one of the receptionist said "we'll send a guy that's real handy with electrical work" to fix it. My house cost $300,000 and there was no way I was going to have an unlicensed electrician try to fix the problem. I spoke to the manager, [redacted] & he said to get it fixed out my pocket & I would get reimbursed. On Feb. 22, 2014, I hired a licensed electrician, C&C Elect., & he fixed the problem which I paid $125; the installers had wired the plug wrong & tripped the breaker. Conn's is hiring these contractors to install their appliances & most of them are not licensed electricians & it's a miracle they didn't burn my house down. I called [redacted], the installers supervisor, & Conn's corporate office in Beaumont and to date have not been reimbursed for the $125 that I faxed a invoice copy to both. It has been about 2 months & I have just been given the run-around.Desired Settlement: I would like for Conn's to reimburse me for the electrical work and to be given a discount for the cooktop for all the aggrievation Conn's has caused me.

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted] complaint. Our records show on 2/10/14, Mr. [redacted] purchased a cooktop

from us which was delivered on 2/18/14.

Our records show Mr. [redacted] spoke with the

delivery manager regarding his concerns and he agreed to reimburse him the $125

for the electrical service. We attempted to contact Mr. [redacted] today to

ensure his concerns were addressed, but was unsuccessful in our attempts to

reach him. We would like to apologize to

Mr. [redacted] for the experience he had with his delivery. As a goodwill gesture, Mr. [redacted] has been

mailed a $100 Conn’s gift card to use toward his next purchase. If we may be of further assistance, Mr. [redacted] may contact us at [redacted]

Kind regards,

Review: Purchased a washer a dryer under false presentation from the sales rep. Tried 7 days to get assistance from the store manager and not once did he make an attempt to resolve the issue.Desired Settlement: Expect an apology and product exchange.

Business

Response:

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

[redacted]’ complaint. We researched [redacted]’

complaint and found her issue has been addressed and resolved. We

appreciate [redacted] bringing her concerns to our attention and

the matter has been discussed with the person(s) involved to ensure this does

not happen again. As of [redacted].

[redacted]’ extended RSA coverage has been cancelled and a credit of

$[redacted] has been processed to her Conn’s account. We ask that [redacted].

[redacted] allow 5-7 business days for the credit to post to her

account. We sincerely apologize to [redacted] for the

experience and any inconvenience that has been caused regarding this matter.

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

[redacted] may contact customer service at[redacted].

Kind regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. I originally complained about the horrible service and lack of interest from the store manager. Also, the sales rep selling and promoting false information regarding their appliances.

Early [redacted], I specifically requested a washer and dryer that obviously washes and dries clothes extremely well, QUIET, steam, different loads sizes, doesn't use too much water and color. I knew exactly what I wanted and yet the sales rep sold me a product that is so noisy it is louder than my television. Mind you that the volume control is on 36. That's pretty loud and the washer and dryer is louder than that.

I tried over and over to contact a manager and the store manager and yet not once did he want or tried to take my calls or even return them. I have never received an apology from the Store Manager.

I called the very next day from when I received and used my washer and dryer. I informed them that, the items I purchases is not what I wanted and they were very loud. I requested to have them exchange but the company wanted to charge me a 20% restocking fee.

I felt this was completely wrong and I shouldn't have to pay for merchandise I was not happy with and was lied to by the sales rep. The sales rep assured me that the appliances I purchased had all the features I requested and that I was going to be very happy with them. The appliances were each over $[redacted].

I express my concerns and told the customer service department that I was not happy with their terms. After several attempts to contact a manager both at store level and customer service I could never get it resolved.

The credit I received was because I chose to cancel the warranty; however I purchase another warranty with more years and less money. Conns didn't do a thing to resolve the issue. They didn't give me a credit. I requested the credit as it is my right to cancelled and receive full credit because I cancelled within the 30 day period of purchasing the appliances.

I will fulfill my commitment and pay the appliances; however, I will never ever purchase anything from this company. I am very displease with their services, hospitality and merchandise!

that t and the sales rep. Provide details of why you are not satisfied with this resolution.]Regards,

Review: I have a account with this company and have always made my payments on time but the past week I have gotten about 10-15 phone calls from them. There reasoning for this was that they got my name mixed up with another customer named [redacted]" we share the same name so they are calling me to collect his debt. I supposedly got this problem fixed everyday multiple times. Today I get a call from these people before they go on about there issue with my account I explain to them that it isn't me and that they have me mixed up so I ask for a supervisor and this employee starts talking very poorly of me using expletives and other inappropriate words to the supervisor thinking I cannot hear her. When I told the person on the phone Ii can hear everything they said he jumps on the phone nervously saying he would take care of the issue.So I asked this man named [redacted] for headquarters number he gives me a false number and hangs up on me. Later I find out when I was called again for the same reason they said was resolved I asked to speak to a supervisor once again and they tell me this man [redacted] is not listed as a supervisor at any of there offices and he left no notes to my account for them not to contact me. It does not end there after being called a third time I get on the phone with someone and once again ask for a supervisor and explain my self once again. This supervisor goes ahead and tells me all of this man there trying to get a hold of personal information including the end of his social, his phone number his home address and his date of birth without me asking just to tell me that's not me and its a mix up. Being concerned for my own safety seeing they just hand out to that kind of person information to anyone I ask to return my merchandise and close my account and I am told I'd be held accountable and that I'd need to pay for it regardless if I returned it or not. I ask for a number to corporate office and they just send me back and forth between held desk and customer service in this time they never fixed my issue I actually got a call from there collection as I'm on the phone with a manager in customer service. So finally I am told I need to speak with there legal department so I get there number and give them a call I explain the situation they hang up on me. I call back and tell them they hung up on me they say hold on and transfer me to customer service who goes ahead and tells me I need to have a lawyer to speak to customer service and the reason they gave me all this mans information was because we have the same name. Finally I ask to speak with her supervisor since after all I did get the number for the Legal Department from them to begin with. This was the first lady who was actually helpful in this ordeal and she informs me that there closed. At that point I realize they just didn't want to speak with me because they were getting ready to go home. After this entire ordeal the last supervisor I spoke with gave me the number to corporate where I can talk to someone beside there customer service. After all is said and done I made over 25 phone calls to there people at over 10 different numbers that all brought me back to the customer service department that couldn't help me. My issue is still not resolved and I am in fear for my personal information to be with these people.Desired Settlement: I want my information removed from these people and my account removed due to there incompetent employees and my new found lack of trust for my sensitive information.

Business

Response:

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

regarding an account. [redacted] stated

he has been receiving collection calls regarding an account that is not his.

We have determined this account belongs to another customer and [redacted] telephone number was linked to the account in error. We have placed a cease and desist on the

telephone numbers provided by [redacted].

In the event [redacted] receives any further calls from Conn’s we

ask that he contact us immediately so we may address the issue further.

We sincerely apologize for any inconvenience [redacted] has

received 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.

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

Regards,

The reasoning behind this is not because the calls like I have told there employees several times it is the lack of personal security. The fact they gave me another mans personal information to me knowing that it was not in fact me. Is the reason I am requesting a refund and the closure of my account. Not only that after trying to get this issue resolved and see how unprofessional and rude these people are to there customers.

Review: December 13th 2013 the delivery people damaged the floors and wall of my home. WHen I finally got in contact with right people in May 2014, They had us fill out a claim settlement form. We filled it out and emailed it on june 19th. The agreement was for $350. It is now july 29th and we have yet to receive the refund. I have contacted them through email and by phone with no answer. This is step one.Desired Settlement: I would like my $350 dollars for the damage YOUR company did to my home.

Business

Response:

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

complaint. Our records show on 11/29/14,

Mr. [redacted] purchased a Corinthian Ulyses furniture set and received delivery on

12/13/13. Mr. [redacted] contacted us stating upon delivery his floors and wall was

damaged by the delivery team. Mr. [redacted] concerns were submitted to Risk

Management for further review and research. Our records show as of 8/5/14, Mr.

[redacted] check was mailed in the amount of $350 as agreed upon. We sincerely

apologize for any inconvenience Mr. [redacted] experienced as a result of the delay.

If we may

be of further assistance, Mr. [redacted] may

contact Customer Service at [redacted]

Kind regards,

Review: I certainly hope you can help me. I purchased a 3 piece sectional in January and have had numerous issues. It is now 3 months later and none of my issues have been resolved. And thus far, no one at Conns has helped me resolve it. What I want a full refund on my order, and the damaged pieces currently in my home picked up. I have made 14 phone calls to your company and no one seems to help me. Here's the history: 1/26: Ordered furniture on invoice #[redacted] through Indian Bend store in Scottsdale, , working with sales rep [redacted], rep #[redacted]. Was promised my furniture would be delivered in 4-5 weeks, likely 2/21 - 2/28 timeframe. I paid $500 down, applied for and was approved for a Conn's charge card through GE Capital. Total order on invoice: [redacted] 2/21: no word, so called [redacted] who checked on order 2/25: was called, told furniture was in, could we schedule week of 3/5-3/12: Several phone calls, telling us order was in, ready to schedule. Followed by another call saying that it was a mistake, not really in, still waiting. At least 6 calls with [redacted] getting conflicting information. 3/12: [redacted] introduces us to his manager, [redacted], whom we had numerous conversations with, attempting to schedule delivery. [redacted] tells us that there was a mistake, the first time they called us, it was not our furniture at all, but now they have found a set for us and can deliver it in next few days. Throughout this entire ordeal, [redacted] and [redacted] have been very courteous and attempted to help us, but apparently, they have no control over this. 3/15: Partial delivery made, 2 of 3 pieces, both are damaged. 3/17-3/26: Numerous calls requesting damaged furniture be replaced. No response, so requested to cancel order. I was told to call corporate. 4/5: Called, filed ticket, requested refund and damaged furniture removed. Told I'd get 72 hr response.4/12: Called again. no resolution, said still working4/19: called again, no resolution, no status updateDesired Settlement: I have now spend at least 12 hours of my time over 3 months with this hassle, and no one has been able to resolve any of the issues. I still can't get an answer from anyone. What I request is: 1) Response to this email. 2) Pick up the two damaged pieces and (bonus) TV that came with the order. 3) Cancel any pending order (I have no idea if this has been done)4) Refund my entire order, 3,368.46 I have already purchased a replacement set from another company.

Business

Response:

Thank you for the

opportunity to respond to Ms. [redacted] complaint. Our records show on 1/26/14, Ms. [redacted]

purchased the Dakota Java Furniture set (sofa, loveseat, and wedge) from us.

Our records indicate that Ms.[redacted] was scheduled for delivery between 2/21 – 2/28. On 2/21/14 Ms. [redacted] contacted

us regarding her delivery; stating that she had not been contacted with a time

frame for delivery. According to our records the furniture was a special order

and there was a delay in receiving the furniture from the manufacture. Once we received

the furniture we attempted to deliver it on 3/15/14, at

that time we

discovered a piece was damaged

and another had not been received. We

contacted Ms. [redacted]’ in regards to her concerns and Conn’s has agreed to

return the delivered items and cancel the item that had not been received. We show Ms. [redacted]’ furniture was picked up

on 5/3/14 and a credit of $1,567.81 is processing to her GE account. As a gesture of goodwill Ms. [redacted]’ was offered

a $100 Conn’s gift card to use toward a future purchase. We

sincerely apologize to Ms. [redacted] for the experience she had and for any

inconvenience caused as a result of the delay.

If

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

Kind

regards,

Conn’s Customer

Relations