Conn's Home Plus

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 9/16/15, Mrs. [redacted] purchased a [redacted] washer and dryer and elected to purchase a 48-month Repair Service Agreement Plan. We researched Mrs. [redacted]’s service history and found she contacted service...

on 7/3/16 stating her washer is not washing or draining her clothes. A service appointment was scheduled for 7/6/16; during the inspection the technician found a part was needed to complete repairs. Once the part became available Mrs. [redacted] was scheduled for service on 7/13/16 however; she re-scheduled for 7/15/16. On 7/13/16, the technician reported no one was available during the scheduled appointment. The technician reported he contacted Mrs. [redacted] several times while at her residence and each time she would state she was on the way. The technician did inform Mrs. [redacted] that he was unable to wait any longer and she would need to re-schedule her appointment. Mr. [redacted] appointment was re-scheduled again for 7/18/16 however; she stated she was moving and would be unavailable for service as the unit would be in storage. Mrs. [redacted] requested an exchange but was informed the unit did not meet the qualifications at this time as repairs must be attempted before an exchange can be approved. Although we are unable to honor Mrs. [redacted]’s request for an exchange, she may contact our service department at 1-855-266-6349 to schedule an appointment to have her washer re-assessed. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513 Kind regards, Dyeisha [redacted]

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.  Sent: Monday, January 09, 2017 2:19 PMSubject: Complaint # [redacted]Thank you for response to my email.I read CONNS response to my complaint.  I've explained to them repeatedly that their refrigerator is DEFECTIVE and I wanted to exchange it but they refused.  Their warranty clearly states that I have 30 days to return or exchange my purchase.  I signed a contract for a new and working refrigerator  not a defective one.  What is so hard for them to understand?  They continuously and rudely ignore my request for a new refrigerator.   They simply want to fix it and force me to keep it and pay for it.  If I wanted a defective fridge I would've purchased one.  Regards,

[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.]
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, as long as conn's holds up their end and marks my account paid on full upon receipt of $193 and change as well as an additional copy of my insurance policy.

Thank you for the opportunity to respond to Mr. [redacted] complaint. We contacted the store manager where Mr. [redacted] attempted to make his purchase and was advised that Mr. [redacted] came into the store on 7/11/15 to purchase a television. Mr. [redacted] expressed his interest in purchasing a 75”...

Samsung Smart TV model (UN75J6300) which was advertised at Conn’s for $2399.99. Mr. [redacted] attempted to take advantage of Conn’s Price Guarantee for the television which he stated was advertised at [redacted] for $2299.99. However; we were unable to honor the price due to the television was not listed in the competitors weekly printed ad. Please see Conn’s Price Guarantee Policy: If you find the same item advertised in the weekly print ad at an established retailer (excluding Internet-only competitors) within 30 days of your purchase, we’ll match it. In regards to the floor model television, the store manager stated he advised Mr. [redacted] that he would verify with the buyers if the price could be adjusted. When Mr. [redacted] returned to the store the following day (7/12/15) he was informed that we were unable to reduce the price for the television due to the unit was already reduced to the lowest price. We show Mr. [redacted] contacted our Customer Service department the same day 7/12/15, to express his dissatisfaction regarding both the floor model television and the 75" Samsung he originally wanted to purchase. Mr. [redacted] was offered and accepted $100 gift card to be used towards the purchase of any item. Mr. [redacted] contacted our Customer Service department via email on 7/18/15 stating he went to the store to try an purchase the 75” Samsung Smart TV but it is no longer on sale and wanted the original sales price honor. Mr. [redacted] was advised that we are unable to honor the price if the television was not purchased when advertised for the sales price. Conn’s has been in contact with Mr. [redacted] on numerous occasions via email and phone regarding this matter. On 8/2/15, the store manager contacted Mr. [redacted] and advised him that the 75” Samsung was on sale this week for $2299.99. If Mr. [redacted] is still interested in purchasing the television, he may visit his nearest Conn’s location. Please be advised this sale will end on8/8/15; we will not honor the sales price once the offer expires.  If we may be of further assistance, Mr. [redacted] may contact our Customer Service department at 1-877-358-1252. Kind regards,  Dyeisha W[redacted]Customer Relations

[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.]
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.  A new washer was delivered on 1/20/2017. I accept their resolution of the problem with the washing machine. But I suggest to them to revisit their service repair procedures because when something as important as appliances needing repair and they cant get there until a week or more is very bad service.  This was so bad I have resigned to not purchase any appluances from them

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 9/19/14, Mrs. [redacted] purchased a Sealy Avila
Vista full mattress with a limited manufacturer’s warranty. Mrs. [redacted] delivery was scheduled for 9/20/14 and she signed her delivery...

ticket
acknowledging she received her mattress in good order.
We received Mrs. [redacted] complaint and found she contacted our service
department on 10/01/14 stating there was tear in her mattress. A service
appointment was scheduled for 10/16/14; upon inspection the serviceman found there
were snags in the mattress and the stitching was coming loose. Our records show
on 10/22/14; a furniture coordinator attempted to contact Mrs. [redacted] to
notify her that the reported damages were not covered however; they were
unsuccessful in their attempt.
At this time we are unable to honor Mrs. [redacted] request for an
exchange; based on the serviceman’s findings and the photos provided, the
reported damages are not covered by the manufacturer’s warranty. We have included
a copy of Mrs. [redacted] signed delivery ticket and inspection report in our
response.
 If we may be of further
assistance, Mrs. [redacted] may contact us at [redacted]
 
 
[redacted]

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.  
Please review the fax number [redacted] sent over. There are too many numbers. I will fax it over if a good number is provided. 
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.   Sent: Thursday, May 26, 2016 11:53 AM Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]I just talked to the resolutions dept and they said they honored my request. I called back to ask a question and the csm said they records showed no one or no notation of this call. I then asked them how did delivery get setup? They said they do not know. I said I will not agree to the items until notation on my account reflects in fact what they agreed to and that is that I only get charged for the items I purchase. Delivery is set up for tomorrow however no one can explain how tht was done and they also said I couldn't speak to someone in resolutions tht they would have to call me back Sent from my [redacted]

Thank you for
the opportunity to respond to Mrs. [redacted] complaint. Our records show on 11/14/10,
Mr. [redacted] purchased a LG refrigerator with a 48-month Repair Service
Agreement.
 We received
Mrs. [redacted] complaint and found she contacted the service department on
9/15/14...

stating the refrigerator was not cooling, the freezer was not freezing,
and the icemaker was not making ice. A service appointment was scheduled for
9/17/14; upon inspection the technician found a new compressor and dryer
assembly needed to be ordered for repair. On 9/24/14, the parts became
available and Mr. [redacted] was scheduled for repair on 9/29/14. On 9/29/14,
the technician installed the compressor and dryer however; the unit started
making a loud humming noise. The technician contacted our tech line and
determined the compressor was bad and needed to reorder a new compressor and condenser
coil; all parts were ordered. The technician also created a vacuum pump of the
unit to remove the restriction in the line. On 9/30/14, the technician went
back to Mrs. [redacted] home to re-vacuum the unit however; the refrigerator
still did not function properly. Our records show we received some parts
however, the compressor did not arrive. On 10/3/14, Mr. [redacted] was
scheduled to install the available parts; during installation the technician
installed the dryer and attempted to shoot nitrogen in the unit to possibly
push the restriction out however; the unit still had restriction through the
inner wall that was unable to be remove. The service technician submitted a
request for a possible exchange due to the unit was unable to be repaired.
 On 10/8/14,
Conn’s agreed to issue Mr. [redacted] an in store credit in the amount of
$1199.99 to re-select a new refrigerator. Our records show on 10/8/14; Mr. [redacted] re-select a GE side-by-side refrigerator with a 1-year limited
manufacturer’s warranty and received delivery on 10/9/14 in good order. We
sincerely apologize for any inconvenience Mr. and Mrs. [redacted] experienced
during this process.
 If we may be of further
assistance, Mr. [redacted] may contact us at 1-877-358-1252.
 
 [redacted]

Thank you for the opportunity to respond to Ms.
[redacted]’s concerns regarding account [redacted]. 
Ms. [redacted] stated she made a payment on the account more than two weeks
ago; however, she continues to receive collection calls. 
 
According to our records, Ms. [redacted] posted...

a
payment to account [redacted] on July 17, 2015; however, the last payment
received on account [redacted] was June 23, 2015. 
 
When a payment is late, we routinely
begin call attempts as a reminder to ensure payments will be made
timely.  It is a normal practice for our company to begin call attempts
the first day the payment is late to assist consumers from falling behind on
their account.  You may pay on-line, in your local Conn's store, by mail,
or over the phone if it is more convenient for you, before the due date. 
Additionally, if your pay date has changed, you may benefit from requesting a
change of your due date each month.  We ask that you contact us if you
would find this beneficial.   Please note the account must be brought
current before we can adjust the due date according to Conn’s policy.   
 
Ms. [redacted] stated she had already made the payment.  If Ms. [redacted] would like to provide proof of
payment we will be glad to investigate further. 
 
We value Ms. [redacted] as a customer and appreciate her
for bringing her concerns to our attention. 
Thank you,Cheryle [redacted]

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 have reviewed what Conn's has said however, I am a Christian and so when we had the miss hap with my grandchild and the candle I didn't call to get any resolution, until the couch and the rest of the set started breaking down structurally. I had found my warranty and it did in fact in fact cover accidents, from your kids, pets etc. Even though there was no damage on the couch from a pet. A puppy that I kept had chewed on the leg of my coffee table and I didn't say anything because it was are fault. However, the couch should not of sunk in the middle, and the recliner shouldn't of fallen apart and most definitely should all of them the material should not be falling off so bad that I literally have patches of it on the floor everyday. I showed the adjuster because it was just starting and he ignored it.The mattress was 4 years old or less and mattress should last at least 8 years. Most of the time 1 grown adult of 200lbs slept in a king size bed. There was no soil but what you would normally find. Until I realized it was under warranty we had slept with that side of the bed broken down and put pillows, underneath to raise it up. The gun got pushed under the broken coils by pushing pillows under there to lift the sunken bed up because at the time we couldn't get another mattress. The adjuster saw us pull the pillows out and I believe one of the pictures showed them because after the refusal to stand behind the warranty I called and talked to a lady who told me she could see it.  This is not a case of trying to get free merchandise but rather wanting Conn's to stand behind what they sell. I have purchased a lot of furniture and NEVER seen such a thing. I have a bedroom suit I bought 17 years ago, from another place and it still looks brand new. We have been a loyal customer and you can spend thousands on advertising, but nothing beats Word of Mouth. As soon as the adjuster left I knew, we wouldn't get a resolution by the way he acted, I am not saying he is prejudice but as soon as he saw this was a mixed family his attitude changed. You should be for your customer and not against them. 
Regards,

In our previous response, we
provided information regarding [redacted] last service call with Conn’s. [redacted]
has not provided any additional information regarding his washer which has been
repaired. We have no records that [redacted] has contacted us regarding any
further issues he is experiencing with his washer since repairs were completed
on 8/12/15. If [redacted] is in need of any further service, he may contact
our Service Department to schedule an appointment.
 
If we may be of further assistance,
[redacted] may contact Customer Service at 1-877-358-1252.
 
Kind regards,
 
Dyeisha W[redacted]

Thank you for the opportunity to respond to Mr. [redacted]'s concerns regarding a Conn's account.  Mr. [redacted] stated his banking information was linked to a Conn's account in error and he assessed NSF fees at his financial institution due to the error.  According to our records, Mr. [redacted] notified us...

that his bank account had been debited in error.  We asked Mr. [redacted] to fax over a copy of a full running bank statement so we may research the matter.  Mr. [redacted] faxed over a copy of the bank statement; however, the statement he submitted did not have his name or account number listed.  We would need Mr. [redacted] to fax over a copy of his full running bank statement that includes his name, address, and full account number so we may research the matter further.  He may fax the requested information to 877-404-2434 for further review.  We appreciate Mr. [redacted] for brining his concerns to our attention.  We sincerely apologize for any inconvenience he has experienced due to this matter.    Thank you, Cheryle S[redacted]

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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  A consumer should be able to expect to get more than two years out of a piece of furniture that cost $750.00 with no indication that the furniture was misused or abused.

Thank you for the opportunity to respond to [redacted] concerns regarding account #[redacted].  [redacted]
stated we debited her checking account without her
permission.
According to our records, [redacted] had automatic
payments in the amount of $200.00 set up on our webpay...

service.  [redacted]
will need to go in and cancel the automatic payment in order to stop the payment
from processing. 
We are in the process of refunding the overpayment
amount of $200.00. Please allow 2-3 weeks for processing.  The refund
check will be mailed to the address on file. 
We value [redacted] as a customer and appreciate her
bringing her concerns to our attention.  If [redacted] would like help canceling the automatic payment, she may contact our
customer service department for assistance. Thank you,Cheryle S[redacted]

Thank you for the opportunity to respond to [redacted]
[redacted] complaint. After further
review and research of [redacted] concerns, we were able to confirm that...

her
recliner was reported damaged upon delivery. Conn’s has agreed to honor [redacted]
[redacted] request to exchange the recliner; her new recliner is scheduled for
delivery on 1/30/15. We sincerely apologize for any inconvenience [redacted]
experienced as a result of the delay initiating her exchange. As a gesture of
goodwill, we will mail [redacted] a $50 gift card for customer satisfaction.
 
 
If we may be of further assistance, [redacted] may contact customer
service at 1-877-358-1252.
 
 
Kind regards,
 
 
[redacted]








Read More Customer Complaints:

512
513
514
>
>>


$(function () {
$('.complaint-block a[data-toggle=collapse]').click(function () {
$(this).text($(this).text() == $(this).attr('data-close-text') ? $(this).attr('data-open-text') : $(this).attr('data-close-text'));
});
$('.complaint-block .collapse').collapse({
toggle: false
});
$.each($('.complaint-block a[data-toggle=collapse]'), function (index, value) {
$(value).text($(value).attr('data-close-text'));
})
});

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on 6/29/15, Mr. [redacted] purchased a Samsung washer and dryer and elected to a 36-month Repair Service Agreement. We reviewed Mr. [redacted]’s complaint and found he had four service calls regarding his washer dated from...

8/10/15 to 9/14/15. After further reviewing Mr. [redacted]’s service needs, we show he was approved for an exchange on 9/15/14 under the Terms and Conditions of the manufacturer’s warranty. Mr. [redacted]’s new washer is currently scheduled for delivery on 9/17/15 and Conn’s RSA will continue on the exchanged unit for the remainder of the Agreement term. As listed under the T&C’s of the RSA Plan: THIS AGREEMENT IS EFFECTIVE DURING THE TERM OF THE MANUFACTURER’S WARRANTY, AND THEREAFTER UNTIL THE END OF THE AGREEMENT; IT DOES NOT REPLACE THE MANUFACTURER’S WARRANTY, BUT PROVIDES CERTAIN ADDITIONAL BENEFITS DURING THE TERM OF THE MANUFACTURER’S WARRANTY.   We sincerely apologize for any inconvenience Mr. [redacted] experienced during this process.  If we may be of further assistance, Mr. [redacted] may contact Customer Service at 1-877-358-1252.Kind regards,Dyeisha [redacted]Customer Relations

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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  Conns in fact does have the [redacted] dvd player since I was there personally two day ago. I think this should no longer take much more time since it is very simple as the ad does not say floor model only. Since the begining there has been nothing but lies from first saying there was no ad of such in the store when in reality there was. To have gone through being hung up twice when I called is of poor customer services. And now on top of that you dont want to honer the ad as it does not say the price is for the used one and having more in stock in a box. This is not my as the customers fault as to Conns not teaching the specific employees to set out ads while not stateing specifics as this is pure false advertisment!!

Thank
you for the opportunity to respond to Mrs. [redacted]’s additional comments. Mrs.
[redacted]’s complaint has been escalated to upper management for further review;
Conn’s has agreed to void the original $50.00 concession that was offered on
the table and issue a refund for her delivery charge for $139.99. We have
submitted a check request for the refund to be mailed to Mrs. [redacted]’s
residence; we ask to please allow 7-10 business days to receive. We sincerely
apologize for any inconvenience Mrs. [redacted] experienced as a result of
delivery.
 
 
If we may be of further assistance, Mrs. [redacted] may contact customer service at [redacted].
 
 
Kind
regards,
 
Jana
[redacted]

Thank you again for the opportunity to respond to [redacted]'s concerns regarding her accounts.  We have provided documents signed by [redacted] for the Conn's account as well as the GE account.  [redacted] was well aware of the Conn's account and the GE account as per the signed documents attached to the first response.  We do not have access to [redacted]'s GE account.  [redacted] would need to contact GE regarding that account.