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Conn's Home Plus Reviews (1644)

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]’s complaint. Our records show on 2/23/16, Mrs. [redacted] purchased a ** Chest Freezer and a [redacted] French Door Refrigerator and she received free delivery with her qualified purchase; no delivery fee was charged. Mrs. [redacted]’s delivery...

was scheduled for 2/24/16; during delivery the refrigerator was damaged and she was offered a $200 concession for the damages. Our records show the concession has been submitted and is currently processing. We ask to allow 7-14 business days for the amount to reflect on Mrs. [redacted]’s account; no further 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 directly at 1-866-765-1513. Kind regards, Dyeisha [redacted]








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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]

Thank you for the opportunity to respond to Mr. [redacted]s complaint. Our records show on10/30/16, Mr. [redacted] purchased the [redacted] Youth bedroom furniture which consists of five pieces (upper head/footboard, lower head/footboard, ladder rails, slats and trundle) which come with a...

1-year limited manufacturer’s warranty. Mr. [redacted] elected to pickup his items from our warehouse located in Dallas, TX the same day. However; upon arrival the ladder rails were not available for immediate pickup. Mr. [redacted] was advised that he would be contacted once the ladder rails became available for pickup. We show Mr. [redacted] picked up his remaining items and signed his pickup slip acknowledging the items were received in good order.   Mr. [redacted] has been contacted and we have addressed his concerns. If we may be of further assistance, Mr. [redacted] may contact us at1-866-765-1513.         Kind regards, Dyeisha W[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,
  first of all I  never stated that  i was a ware it was as is I [redacted]  [redacted]  was never told or made aware  that it was as is.  In fact after calling another  Conn's store we found out Conn's had 4 still  in the box at there warehouse.  Myself and miss [redacted] where led to believe  it was the last television  in that model  period.  I would like to know  where is prof written  or verbally  told or give to Miss [redacted] or [redacted]. a copy  of Miss [redacted]'s receipt indicating  notthing stating  a as is  item or to be sold as is.  In my mind and Miss [redacted]'s mind, this issue  is not resolved. What we both are looking for at this time is written  apologies from corporate office  the store managers  and the sales person, to include  the hdmi cable and the 4 3D glass that come in the box with the television set.

Thank you for the
opportunity to respond to Mrs. [redacted] concerns regarding account
#[redacted].  Mrs. [redacted] stated
she agreed to pay a settlement amount on her account for less than the balance
owed. 
 
According to our records
and recorded calls, Mrs....

[redacted] was offered a settlement amount of
$276.31.  On February 27, 2015 Mrs.
[redacted] made a payment of $247.54 on the account, which did not fulfill
the amount of the agreed settlement.  The
account remained opened due to the settlement amount not being fulfilled.
 
On June 24, 2015, as a
one-time offer and a goodwill gesture we offered Mrs. [redacted] the option
to pay the remaining $28.77 for the original settlement amount offered and Mrs.
[redacted] agreed. 
 
As of June 25, 2015, the
settlement offer on the account has been approved and the account is in the
process of closing.  Within 30 days of
the account closing, Mrs. [redacted] will receive a letter confirming the
settlement amount has been paid in full and the account will reflect a zero
balance.
 
Please note, we are
obligated to report factual information to the credit bureaus; therefore, we
are unable to remove any credit marks earned prior to the settlement agreement
and the account will be reported to the three major credit bureaus as
charge-off settled less than full balance.
 
We value Mrs. [redacted] as a customer and
apologize for any inconvenience she has experienced due to this matter.Thank you,Cheryle S[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]

Thank you again for the opportunity to respond to [redacted]s concerns regarding her payment.[redacted] faxed over her bank statement on three different occasions; however, on two of those occasions, the bank statement was not legible and could not be used to track the payment. [redacted] has not received any negative credit marks due to the missing payment.    Again, we have located the payment and it will credit to the account within 5-7 business days. We have pushed out the call date so [redacted] should not receive any additional collection calls while we are in the process of crediting her account. Please note, it takes up to 24 hours for the calls to stop once we push out the call date.Again, we sincerely apologize for any inconvenience [redacted] has experienced due to this matter. Thank you,[redacted]

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

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint.  Our records show on6/18/15, Mrs. [redacted] purchased a [redacted] side by side refrigerator with a 48-month Repair Service Agreement.  Mrs. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of...

purchase and she also signed acknowledging that she was provided a copy of the Repair Service Agreement brochure and that she understood the coverage associated with the covered product.  Mrs. [redacted] elected to have her refrigerator delivered; which was completed on6/19/15.   We researched Mrs. [redacted]’ complaint and found she contacted us on10/19/16; stating her refrigerator was not cooling or freezing and leaking water.  A service call was scheduled; during the inspection the technician found that parts needed to be ordered.  After reviewing Mrs. [redacted]’ service order we found that the parts were ordered from the manufacturer; however the parts were on back order.  Our records show Mrs. [redacted]’ service was completed on11/18/16.  The technician installed a new tube and starter; once the parts were installed the technician tested Mrs. [redacted]’ refrigerator and found the unit was working properly.    In regard to Mrs. [redacted]’ food loss claim; we show on11/25/16her claim was submitted and approved for the max amount of $150.00.  As listed in Mrs. [redacted]’ Repair Service Agreement Terms and Conditions (No.2)Additional Coverages: Appliances: Verified food loss of up to$150 on refrigeratorsand up to $250 on freezers, per occurrence, over the term of the Agreement as a result of a covered failure.  This information can also be found on Conn’s website online athttp://www.conns.com/rsa-tc.   At this time we are unable to honor Mrs. [redacted]’ request for additional credit towards her food loss claim.  Mrs. [redacted]’ food loss claim was approved under the Ts & Cs of the Repair Service Agreement.   If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at1-877-358-1252.        Jana [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 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.

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,

Thank you for the opportunity to respond to [redacted]’s
concerns regarding her accounts. 
[redacted] stated she received a negative credit mark
on one of her accounts and she would like it removed. 
 
According to our records, the credit mark assessed on
account #[redacted]...

was removed on October 9, 2014. 
Please note, it may take 30-60 days for the credit
bureaus to update their information. 
 
We value [redacted] as a customer and sincerely apologize
for any inconvenience she has experienced due to this matter. Thank you,[redacted]

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]

Thank you for the opportunity to respond to Mrs. [redacted]’s concerns regarding account [redacted].  Mrs. [redacted] stated she made a payment on the account in error and would like the funds sent to her.    We have contacted Mrs. [redacted] and informed her that the check will be sent overnight to...

the address provided.  If Mrs. [redacted] does not receive the check on or before Friday August 19, 2016 we ask that she contact us so we may track the check.    Conn’s values Mr. and Mrs. [redacted] as customers and apologizes for any inconvenience they experienced due to this matter.    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.  
[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 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]

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 [redacted] complaint.  Our records show on 6/11/16, [redacted] purchased a [redacted] bedroom set which consisted of four pieces (headboard, footboard, rails, and chest) with a limited 1-year manufacturer’s warranty on all...

four pieces.  [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase which states: No Returns/Exchanges on – Furniture, mattresses, décor & accessories unless inspected by a Conn’s Service Technician and found to have a manufacturer’s defect **  [redacted] elected to have her items delivered; which was completed on 6/12/16.  [redacted] signed her delivery receipt acknowledging all her items were received in good order and that she thoroughly inspected her merchandise for damages for an exchange or price concession would not be authorized for damages discovered after the delivery.We researched [redacted] complaint and found she contacted us our Customer Service Department via email; regarding the [redacted] dresser which was not available.  After further review we found the purchase of the [redacted] dresser was purchase under another party (Shanett [redacted]).  [redacted] invoice consisted of an [redacted] dresser that came with a limited 1-year manufacturer’s warranty.  Mrs. [redacted] elected to pick up the dresser from our Charlotte warehouse #150.  We show [redacted] contacted us on 7/04/16; stating the draw was broken on the dresser and the left hinge had broken off.  Our records indicated that we attempted to contact [redacted] and Mrs. [redacted] on multiple occasions dated from 7/05/16, 7/07/16, and 7/08/16 to schedule an appointment; but due to no response/no contact the service order was closed.At this time we are unable to honor [redacted] request to refund her delivery fee of $149.99; we have no records on file indicating the items purchased on 6/11/16 were delivered damaged and we have no service calls on file regarding those items.  In regards to the dresser that was purchased under Mrs. [redacted]; she will need to contact our service department at 1-855-266-6349 to schedule an appointment and have the dresser assessed.  If we may be of further assistance, [redacted] may contact Customer Service Department at 1-877-358-1252.  Kind regards,    Jana [redacted]Customer Relations

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Address: 5704 E Independence Blvd, Charlotte, North Carolina, United States, 28212-0512

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