Conn's Home Plus

Revdex.com:
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.  
In my requested resolution, I SPECIFICALLY stated that I did NOT want a gift card that could be used only on future purchases. I did not ask for any additional recompense beyond the agreed upon $150.  Furthermore, I requested that that $150 be issued to me in the form of a refund check seeing as how I have been LIED to for 3 months about the concession having been posted to my account.  If it had actually been posted each time I was told it was, I would have very little balance remaining to pay off.  If Conn's wishes to show me a gesture of goodwill and customer service, then a visa or master card gift card would be preferred, as it would allow me to choose where to spend my hard earned income. 
Regards,

Revdex.com:
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 was told by the collection manager that they would reinstate my cash option if I paid the remaining 200 some balance and I did, and now your stating that you will not honor that. Your customer service practices are a disgrace. You are welcome for my past business and I will never use your company again. Have a nice day 
[Provide details of why you are not satisfied with this resolution.]
Regards,

Thank you for
the opportunity to respond to Mrs. [redacted] concerns regarding account
#[redacted].  Mrs. [redacted] stated insurance
was added to her contract and she provided proof of insurance. She also stated
we offered her a discount on her product because it was scratched. She also
stated...

she signed a new contract, but it has not been put in place.
 
According to
our records, Mrs. [redacted] signed a 32 month retail installment contract on
February 3, 2015.  Mrs. [redacted] signed a
replacement contract on March 7, 2015 removing the insurance and added the
discount she was to receive; however, the signature on that contract was not
able to be verified. 
 
We have
attempted to contact Mrs. [redacted], but she has not returned our calls.  We will be glad to implement the second
contract; however, Mrs. [redacted] will need to provide a copy of her driver’s
license.  Once that has been received, we
can send her a new contract to sign through our online Docusign system. 
 
We value Mrs.
[redacted] as a customer and appreciate her bringing her concerns to our
attention.  We have provided a copy of
both retail installment contracts as well as the payment history for her
records.  Once we have received a valid
signed contract, and it has been processed, the credit mark Mrs. [redacted] has
received can be removed.  Thank you,[redacted]

Thank you for the opportunity to respond to Mr. [redacted]'s concerns regarding a Conn's account.  Mr. [redacted] stated he has been receiving collection calls for an account that is not his.  According to our records, Mr. [redacted]'s telephone number was linked to a Conn's account in error. ...

We have placed the telephone number provided by Mr. [redacted] in a cease communication status.  We value Mr. [redacted] and apologize for any inconvenience he has experienced due to this matter.    Thank you, Cheryle [redacted]

Thank you for the opportunity to
respond to [redacted] complaint.  We researched [redacted] complaint
and found his issue has been addressed and resolved.  We spoke to the
store...

manager at location [redacted] and the warehouse manager who confirmed [redacted]
dishwasher has been installed and functioning properly.  We sincerely
apologize for any inconvenience [redacted] experienced during this process.
 
If we may be of further assistance,
[redacted] may contact our Customer Service Department at [redacted].
 
Kind regards,
 
Jana A[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint.  We appreciate Mrs. [redacted] for bringing her concerns to our attention.  We researched Mrs. [redacted]’ complaint and found her issue has been addressed.  On 1/19/16, an exchange was approved for Mrs. [redacted]...

to replace her refrigerator.  We spoke with Mrs. [redacted] on 1/20/16, she was advised her exchange approval and informed she is currently scheduled for delivery on Thursday(1/21/16).  Again, we sincerely apologize to Mrs. [redacted] for any inconvenience she experienced during this process.If we may be of further assistance, Mrs. [redacted] may contact our Customer Service department at 1-877-358-1252Kind regards,Jana A[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  Our records show on 3/03/16, Mrs. [redacted] purchased a [redacted] 55” LED TV with a 25-month Repair Service Agreement w/Accidental Damage, a [redacted] 75” LED TV with a 49-month Repair Service Agreement w/Accidental Damage, and a...

Milestone XL Full Motion TV Mount.  Mrs. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase which states: A consumer has 30-days from the date the item is received to return or exchange (appliances and electronics) with the required 15% restocking fee.  Our records show Mrs. [redacted] elected to pick up her [redacted] 55” and TV mount from our Arizona location #141 on3/03/16 and 3/04/16. After researching Mrs. [redacted]’s complaint we found at the time of purchase she was advised the [redacted] 75” LED TV was on back order and was expected to arrive within 1-2 weeks.  After further research we found Mrs. [redacted]’s TV became available on 3/22/16.  Once the unit became available; Mrs. [redacted] advised the store she did not have transportation to retrieve the TV.  Mrs. [redacted]'s television was delivered to her residence as a gesture of goodwill.  Mrs. [redacted] received her TV on 3/22/16 in good order.  We sincerely apologize to Mrs. [redacted] for any inconvenience she experienced during this matter.     If we may be of further assistance, Mrs. [redacted] may contact Customer Service Department at 1-877-358-1252. Kind regards, Jana [redacted]

Thank you for the opportunity to respond to [redacted] complaint. After further review of [redacted] concerns, Conn’s
has agreed to honor his request to return the...

refrigerator and receive a
refund.  [redacted] will be contacted by
Conn’s delivery team to schedule a date to pickup his refrigerator to return to
Conn’s. Once we receive [redacted] merchandise we will process the credit to
close his account.
 
We appreciate [redacted] for bringing this
matter to our attention and we sincerely apologize for any inconvenience he
experienced.
 
 
If we
may be of further assistance, [redacted] may contact customer service at
[redacted]
 
 
Kind
regards,
 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  
Thanks for such a quick response and I look forward to continuing doing business with you all...
[redacted]

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on11/12/16, Mrs. [redacted] purchased two [redacted] Black sofas and elected to purchase a 36-month FurnitureGard Plan. We show on11/20/16; Mrs. [redacted] elected to pick up her furniture from our warehouse...

located in San Antonio, TX. Mrs. [redacted] signed her pickup clip acknowledging that items were received in good order. As listed on the signed pickup slip“Please thoroughly inspect your merchandise for damage before loading. An exchange or price concession will not be authorized for damage discovered after the product leaves the warehouse or store”.   We researched Mrs. [redacted] complaint and found that she contacted our customer service department stating when she unwrapped the items at home she noticed the legs on the sofa was damaged and requested an exchange. Mrs. [redacted] was informed that we are unable to process an exchange as we are unable to determine when or how damages may have occurred once the item(s) have left the warehouse. We attempted to contact Mrs. [redacted] on12/28/16but were unsuccessful and left a voice message to return our call.   Although Mrs. [redacted] furniture does not meet the qualifications for an exchange; Conn’s has agreed to ship Mrs. [redacted] new legs for her sofa as a gesture of goodwill.   If we may be of further assistance, Mrs. [redacted] may contact us at1-866-765-1513.   Kind regards,   Dyeisha [redacted]

Thank you for the opportunity to respond to Mrs. [redacted] additional comments. Our records show on 1/18/17, Mrs. [redacted] refrigerator was approved for an exchange for up to $1699.99 due to the unit was deemed non-repairable. We show on 1/21/17, Mrs. [redacted] visited Conn’s and...

re-selected a ** Side-by-Side refrigerator which comes with a 1-ear limited manufacturer’s warranty. Mrs. [redacted] new unit was deliverd and signed acknowledging the item was received in good order on 1/22/17. We sincerely apologize for any inconvenience Mrs. [redacted] experienced during this process. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha [redacted]

Thank you for
the opportunity to respond to Mr. [redacted]’s concerns regarding account [redacted].  Mr. [redacted] stated this account is supposed to
be closed; however, he is receiving collection calls regarding the
balance. 
 
According to
our records, account [redacted] is in...

process of closing.  We ask that Mr. [redacted] please allow 7-14
business days for processing.  We have
placed a temporary cease communications on the telephone numbers associated
with the account to prevent further collection efforts. 
 
Conn’s values Mr.
[redacted] as a customer and sincerely apologizes for any inconvenience he has
experienced due to this matter.  Thank you,Cheryle [redacted]

Thank you for the opportunity to
respond to [redacted] complaint. Our records show on 4/26/14, [redacted] purchased the [redacted] living room set which consisted of
four pieces (sofa, loveseat, chair and ottoman) all with a 1-year limited
manufacturer’s warranty. [redacted]...

delivery was scheduled and received in
good order on 5/10/14.
We received [redacted]
complaint and found on 8/13/14; the manufacture approved an exchange only on
[redacted] sofa, loveseat and chair due to the units were deemed
irreparable by serviceman. [redacted] was scheduled and received delivery in
good order for her new sofa, loveseat and chair on 8/18/14. [redacted]
contacted our service department on 11/24/14 stating the seams were coming
apart on the sofa and loveseat. A service appointment was scheduled on
12/20/14; during inspection the serviceman found the arm, center seat cushion
and the cushion core piping was peeling and also the loveseat’s leather was
peeling around the piping. Although no damages were reported on the chair and
ottoman, the serviceman also inspected both units and found the leather was
peeling around the piping. Based on the serviceman’s report, the manufacture
approved to continue with service on the furniture and parts were ordered to
complete repairs on all furniture pieces. Our record show the parts arrived on
1/05/15; we have attempted to contact [redacted] on numerous occasions and
have left voice messages to schedule a repair date but we have been
unsuccessful in our attempts to schedule a repair date.
After further review and research
of [redacted] complaint, Conn’s has agreed to honor her request to
exchange her furniture set with a different brand of her choice. [redacted]
may visit her nearest Conn’s location to imitate the exchange process. We
sincerely apologize for any inconvenience [redacted] experienced during this
process.
 
 
If we may be of
further assistance, [redacted] may contact customer
service at [redacted].
 
 
Sincerely,
 
Dyeisha W[redacted]

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding account
[redacted].  Ms. [redacted] stated Conn’s
continued to draft payments once the account was closed.
 
According to
our records, Ms. [redacted] had her monthly payments set up to draft from...

her
financial institution.  Conn’s mailed Ms.
[redacted] the following refund checks:
 
Date              Check Amount
2/23/2015         $216.49
3/6/2015           $216.49
4/3/2015           $216.49
5/8/2015           $216.49
6/5/2015           $216.49
7/3/2015           $216.49
8/7/2015           $216.49
 
According to
our records, none of the refund checks have been negotiated; therefore, we have
placed a stop payment on the above refund checks.  We have reissued new refund checks and Ms.
[redacted] should receive them within 14-21 business days. 
 
We value Ms.
[redacted] as a customer and sincerely apologize for any inconvenience she has
experienced due to this matter.  Thank you,Cheryle S[redacted]

Thank you for
the opportunity to respond to Mrs. [redacted] concerns regarding account
#[redacted].  Mrs. [redacted] stated she was
supposed to receive a 12% discount off damaged items she received and she was
supposed to receive 24-months no-interest financing.
 
According...

to
our records, Mrs. [redacted] signed a 32-month retail installment contract on July
21, 2014.  This contract included a
12-month no-interest financing promotion. 
 
Mrs. [redacted] also
received invoice credits totaling $1,889.58. On July 29, 2014 a credit in the
amount of $1,740.79 was credited to the account.  On August 7, 2014 Mrs. [redacted] received two credits
on her account, one in the amount of $71.99 and one in the amount of $76.80.
 
Please note invoice
credits do not change the minimum monthly payment due on the account each
month.  We have attached a signed copy of
the contract, the payment history, as well as the invoice credit for Mrs. [redacted]’s
records.
 
We value Mrs.
[redacted] as a customer and sincerely apologize for any inconvenience she may have
experienced due to this matter. 
Thank you,
[redacted]

Thank you for the opportunity to respond Mr. [redacted]’s
complaint. Our records show on 10/18/15, Mrs. [redacted] purchased a LG Top
Load washer and dryer and elected to purchase a 48-month RSA Plan. We show Mrs.
[redacted] items were delivered on 10/21/15 however; there was a defect with
the...

washer which was exchange and re-delivered on 10/28/15.
 
We researched Mrs. [redacted]’s service history and found she has
two completed service calls on her dryer.
·        
11/16/15- Technician assessed dryer and reported the unit is
working to the manufacturer’s specification. The technician removed and
reattached the water dispenser port to ensure water was flowing through the
unit correctly and educated customer on use.
·        
12/7/15- Technician tested dryer and reported unit is working to
manufacturer’s specification and also contacted the manufacturer who confirmed
the dryer’s steam function is working properly. The technician advised the
customer of the operations system in the owner’s manual and how the unit
creates steam through the heat and temperature; not a spray steam.
 
At this time Mr. [redacted]’s dryer does not meet the qualification
for an exchange; the dryer is working up to the manufacturer’s specifications
and no functional failures were found with the unit. Although Mr. [redacted]
has exceeded the time frame to return/exchange his dryer; Conn’s is willing to
extend the option to return or exchange the unit with the required 15%
restocking fee as a gesture of goodwill.
 
If we may be of
further assistance, Mr. [redacted] may contact Customer Service at
1-877-358-1252.
 
Kind regards,
Dyeisha [redacted]

Thank you for
the opportunity to respond [redacted] concerns regarding credit approval
 
[redacted] will
receive a letter in the mail within 30 business days letting him know the
reason his credit application was declined at this time.  Many factors go into a credit decision...

and
are explained in this latter. 
 
If any
additional questions arise, we ask [redacted] to contact Conn’s at the number
provided on that letter. Thank you,[redacted]

Thank you for the
opportunity to respond to [redacted]’s additional comments.  [redacted] has been contacted and
her concerns have been addressed.
 
If we may be of
further assistance, [redacted] may contact our Customer Service Department
at ###-###-####.
 
 
Kind regards,
 
[redacted]











6/6/2015






Complaint

After my furniture was delivered on [redacted]. I noticed a slight defect I notified Conns a service member was sent out and he took pictures of the damages. I was told the furniture would be replaced due to the damages was a manufactured defect. I have called the store twice, and revisited the...

store no one knows anything about the replacement or the damages. however they do not accept returns; and no one has returned my calls. I contact customer services and they stated I will have to complete a form which will be emailed to me. I have not received that email.
Product_Or_Service: [redacted] sofa, love seat
Account_Number: [redacted]







Desired Resolution

DesiredSettlementID: Refund
Although this furniture was a beauty in the show room. I would like a full refund. This have been a very uncomfortable purchase.

Consumer Business Dialog

Thank you
for the opportunity to respond to [redacted] complaint.  Our records
show on 4/05/14, [redacted] purchased a
[redacted] queen bedroom set which consisted of six pieces...

(headboard,
footboard, dresser, rails, mirror, and nightstand) with a 48-month
Furnituregard Plan on all six pieces; [redacted] also purchased a [redacted] queen mattress with a (limited manufacturer warranty) and a
[redacted] queen box spring with a (limited manufacturer warranty). 
 
After
researching [redacted] dispute we found he contacted our service department
on two separate occasions.
 
·         On 1/16/15 [redacted]
contacted us regarding his bed rails; stating the rails were broken.
  A service call was scheduled for 1/27/15; during the inspection the serviceman found the
rails were damaged and needed to be replaced.  The manufacturer provided
an exchange authorization to replace his rails.  [redacted] exchange
was approved on 2/2/15 he was
issued a credit up to the original amount paid which was $100.00; [redacted]
initiated his exchange and his new rails were delivered on 2/08/15 in good order.
·         On 2/24/15, [redacted] contacted us again on 2/24/15 regarding his dresser and box spring;
stating the dresser track was bent and the box spring was broken.  A
service call was scheduled for 3/03/15 to inspect [redacted] box spring; during
the inspection the serviceman inspected the box spring and found the center
head to toe rail board broken in multiple places and non repairable.  An
exchange request was submitted to the manufacturer for a possible
exchange.  On 3/06/15, an exchange for [redacted] was approved
to replace his box spring; he was issued a credit up to the original amount
paid which was $150.00 to re-select a new box spring.  On 3/17/15, the serviceman inspected [redacted]
and found the dresser had a bent guide rail.  The serviceman ordered the
parts needed to repair [redacted] dresser and he was contacted and informed
the parts would be available within 2-3 weeks. 
 
After reviewing [redacted]  [redacted] dispute we have confirmed his box spring
has been approved for an exchange.  We
attempted to contact [redacted] in regards to his concerns but we were unable
to reach him at the time.  We have scheduled
delivery for Thursday 4/16/15.  If this
is not a good day for [redacted]; he may contact the delivery team to
reschedule the appointment.  Conn’s
delivery can be reached at [redacted]
 
 
If we may be of
further assistance, [redacted] may contact our Customer Service Department at [redacted]Kind regards,[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on9/7/16, Mrs. [redacted] purchased a 49” [redacted] TV and elected to purchase a 49-month Repair Service Agreement with Accidental Damage Coverage. Mrs. [redacted] was advised that her television did not meet...

the qualifications for free delivery however; Conn’s could deliver the unit for the standard delivery fee of $79.99    Mrs. [redacted] elected to take the unit from the store the same day and signed her pickup slip acknowledging she received her item in good order. As listed on the signed pickup slip“Please thoroughly inspect your merchandise prior to loading. A price concession or exchange will not be authorized for damages discovered once the merchandise leaves the store/warehouse”.   We researched Mrs. [redacted]’s complaint and found that she contacted our service department on9/13/16(7 days after purchase) stating the LED screen is cracked and the unit has no sound. A service appointment was scheduled for 9/15/16; during the inspection the serviceman reported the screen was cracked and unable to be repaired. Therefore on9/16/16, Mrs. [redacted] was approved to re-select another television for up to $399.99 which as the original amount paid under the Terms and Condition of the RSA with Accidental Damage. Mrs. [redacted] will need to return her television to her local Conn’s to initiate the exchange. Mrs. [redacted] may elect to have her new television delivered by visiting her nearest Conn’s to pay the $79.99 standard delivery fee.   Although we are unable to honor Mrs. [redacted]’s request to refund her down payment; she may visit Conn’s to initiate her approved exchange.    If we may be of further assistance, Mrs. [redacted] may contact us at1-866-765-1513.   Kind regards,   Dyeisha W[redacted] Customer Relations