Conn's Home Plus

[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.  
 
I will contact the Revdex.com if any further action is necessary.

Thank you for the opportunity to respond to [redacted] complaint.  Our records show on5/14/16, [redacted] purchased a [redacted] Kingston dinette set which consisted of seven pieces (table and six chairs) with a 36-month Furnituregard Plan on all seven pieces. ...

Mrs. [redacted] 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] also signed her invoice acknowledging that she was given a copy of the Furnituregard Plan brochure and that she understood the coverage associated with the covered product.  [redacted] elected to have her items delivered; which was completed on5/15/16.   We researched Mrs. [redacted] complaint and found she contacted us on10/12/16regarding her table.  Mrs. [redacted] stated the middle of her table was dipping and the board was falling off.  Our records show on10/14/16, Mrs. [redacted] refused to have service and request to have her table exchanged.  Mrs. [redacted] was informed her table would have to be assessed before we could determine what further action is needed.  [redacted] indicated that she was not satisfied with the dates provided to schedule her service appointment and again refused to have her table assessed.  Our records show we attempted to contact [redacted]on several occasions to schedule an appointment but we were unsuccessful.  We spoke with [redacted] and scheduled her service inspection for Saturday(10/22/16) upon inspection the service man found the table had snapped in half and was unrepairable therefore an exchange has been approved.    [redacted]’s has been contacted and aware of the approval.   If we be of further assistance, Mrs.[redacted] may contact our Customer Service Department at1-877-358-1252.      Kind regards,     Jana [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint. Our records show on10/18/15, Mrs. [redacted] purchased the [redacted] living room furniture which consists of three pieces (sofa, loveseat and recliner chair) and elected to purchase a 36-month FurnitureGard Plan. After...

further review of Mrs. [redacted]’ service needs regarding her recliner chair, Conn’s has agreed to issues an in-store credit for up to $629 to re-select a different item due to the unit being deemed uneconomical to be repaired. Mrs. [redacted] may visit her nearest Conn’s to initiate her approved exchange. We sincerely apologize for any inconvenience Mrs. [redacted] may have experienced as a result of the delay. If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-125  Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s
complaint. Our records show on [redacted], Mrs. [redacted] purchased the [redacted]
[redacted] Coffee sofa and chair with a 1-year limited manufacturer’s warranty.
Mrs. [redacted] was scheduled and received delivery on [redacted] in good order.
We received Mrs. [redacted]’s complaint and found she contacted our
service department on [redacted] stating her sofa and chair was uneven and not
aligned correctly. After further review and research of Mrs. [redacted]’s service
needs, Conn’s agreed to honor her request to return the both furniture pieces and
issue a credit to her account. Our records show on [redacted], Conn’s delivery
team picked up Mrs. [redacted] furniture from her residence. On [redacted], we
processed a credit of $1082.48 to Mrs. [redacted]’s account for the sofa and chair.
We sincerely apologize for any inconvenience Mrs. [redacted] experience during this
process.
If
we may be of further assistance, Mrs. [redacted] may contact us at ###-###-####.
 
 
[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.  As stated before, Conn's has refused to cooperate with us in this matter.  Despite multiple replacements of the couch, all products have been damaged.  The couch was purchased as a set with a matching loveseat & chair.  As a matter of fact, we received a discount on the purchase price for purchasing the items as a matching set.  However, Conn's has refused to cooperate in this matter & have failed to provide any adequate customer service.  Obviously, a conclusion cannot be reached in this situation.  We will not pay for furniture that we returned to the store, regardless of Conn's refusal to accept the return. 
Regards,[redacted] 











6/8/2015






Complaint

I purchased a laptop from Conn's on credit. The laptop was stolen shortly after it was purchased. My account with Conn's required that I have insurance. This insurance was included in the financed amount/my monthly payments. I filed the claim in February of 2014. The insurance company approved...

the claim and paid Conn's directly for the amount of my claim in mid March. I owed Conn's roughly $1,360 and the insurance settlement was approximately $1,547. This resulted in a credit balance of $187. To date, I haven't received my $187. Initially I was told that I needed to go to the store and pick out a new computer to replace it. After asking the right questions I realized that I did not have to buy another computer through Conn's and that I could just get my money (the $187 credit balance) back. So, I purchased a computer elsewhere. I was told (2 or 3 weeks ago) by Conn's that they would apply the insurance payment to my account and then send me my $187. Again, I've yet to receive my money.
I've been checking my account online almost daily. My account still shows that I owe Conn's $1,360 (two + months and they still haven't corrected my account balance?!!?). Anyway, after becoming increasingly frustrated, I contacted Conn's again today. I was told that the insurance payment had been applied to my account and the $187 I owed was going to be applied to another account I have with Conn's?! Do what? First they tell me that I'm going to receive a check and now they are telling me they are going to apply it to my other account? How can they even do that?
After speaking with them about this they now tell me that they will send me my money IF I send them an email saying I want a refund via check rather than having them apply the money to my other account. I sent them an email today and supposedly I will get my check next week. We shall see.
Granted, it is only $187 but how can they be allowed to do this? Why is it ok for them to hold onto my money for over 2 months? Why can they just randomly apply my insurance money on a stolen computer to my other account (that was for a mattress, I believe)? Why did they first tell me they'd refund my money and then just decide to apply it to my other account?







Desired Resolution
I'd like my money refunded ASAP. I'd like for them to change their procedures. And shouldn't they actually owe me some interest for hanging onto my money for over 2 months? Again, yes it is only $187 but I'm just one person. How many customers do they have? How often and how long do they hang...

on to others insurance claim money?





Consumer Business Dialog

Thank you for the opportunity to
respond to [redacted] complaint. Our records show on 3/3/15, [redacted]
purchased the [redacted] bedroom furniture which consists...

of three
pieces (headboard, footboard and rails) and elected to purchase a 48-month
FurnitureGard Plan on all pieces.
We researched [redacted] complaint
and found she contacted our service department on 7/1/15 stating her rails fell
apart. We show the service provider attempted to contact [redacted] on 7/3/15
to schedule an appointment but was unsuccessful and could not leave a voice
message on the primary contact number due to the mailbox was full however; they
were able to leave a voice message on an alternate number. We show the service
provider attempted to contact [redacted] again on 7/6/15 but was unsuccessful
and could not leave a voice message. [redacted] later contacted the service
department on 7/6/15 and was provided the first available service appointment
for 8/2/15 but she refused to schedule a date. [redacted] was advised that if a
sooner date becomes available she would be contacted. Our records show the
service provider contacted [redacted] on 7/9/15 and 7/11/15 in attempts to
schedule an appointment for a sooner date but was unsuccessful in their attempt
therefore; the service order was cancelled.
We attempted to contact [redacted]
on 8/10/15 and 8/12/15 to discuss her concerns but were unsuccessful and left a
voice message to return our call. Although we are unable to honor [redacted]
request, Conn’s has agreed to exchange [redacted] rail under the Terms and
Conditions of the FurnitureGard Plan in attempts to resolve this matter. [redacted] may contact her local Conn’s to initiate the exchange. 
If we may be of further assistance,
[redacted] may contact Customer Service at 1-877-358-1252.
Kind regards,
Dyeisha [redacted]

We
did not find a purchase made under Mrs. Holland’s name or number associated
with her complaint.  We attempted to contact Mrs. Holland at the phone
number provided on the complaint however we were unable to reach her. 
Kind
regards,
Jana
[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  We researched Mrs. [redacted]’s complaint and found her issue has been addressed.  Mrs. [redacted]’s information was forwarded to upper management; after reviewing her service history we able to determine her [redacted]...

laundry stack pair was defective.  On 8/25/16, an exchange was submitted and approved for Mrs. [redacted] to have her unit replaced.  Mrs. [redacted] is currently in the schedule for Friday (8/26/16) to have her new unit delivered.  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 1-877-358-1252.  Kind regards,  Jana [redacted]Customer Relations

Thank you for the opportunity to respond to Ms. [redacted]’s concerns regarding account [redacted].  Ms. [redacted] stated she began receiving collection calls for her past due balance.  She believes she is being harassed.    According to our records, Ms. [redacted] signed a 24-month...

retail installment contract on November 9, 2014.  She agreed to have her minimum monthly payment due on the 20th of each month.    When a payment is late, we routinely begin call attempts to the telephone numbers provided on the credit application, as a reminder to ensure payments will be made timely. It is normal practice for our company to begin call attempts to assist consumers from falling behind on their account. Ms. [redacted] may pay on-line, in her local Conn's store, by mail, or over the phone if it is more convenient for her, before the due date. Additionally, if Ms. [redacted]’s pay date has changed, she may benefit from requesting a change of her due date each month. We ask that Ms. [redacted] contact us if she would find this beneficial.     Conn’s respectfully disagrees that it has harassed Ms. [redacted] as we have been unable to reach her regarding the past due balance on her account.  Additionally, Conn’s has no record of collection attempts made on or before the due date.  Although Conn’s would prefer to keep the lines of communication open, we have placed a cease communications on the telephone numbers associated with the account.    Conn’s values Ms. [redacted] as a customer and appreciates 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.   This is in regards to my case # [redacted]Conns again has screwed up my service scheduled for today [redacted], Once again I was left waiting for someone to call and come fix my messed up furniture!!!! The lady at the service department that called me last week told me they would have someone come out and fix my furniture on [redacted] and that the technicians would call me to set a time. We have waited all day for this tech to come to my house its 3:35 pm my time and NO ONE has called so I called Conns service department and spoke to [redacted]. He said he sees that on his side and he would call to see what the holdup is, he came back on the phone and said he spoke to [redacted] at the Headquarters and that they messed up the service is not until [redacted]. That they don’t know why they keep messing up with my service dates….. Really AGAIN waiting at home for no one to show up!!! Please just have Conns come by and pick up their furniture I am done with this incompetent furniture store… I have been sitting at home waiting for the service tech to come by because I was told Monday [redacted] 9th and this the wrong date AGAIN… Waste of day just waiting for nothing…Please I am done being nice I want nothing to do with this store and their piece of crap furniture they sell…..
Regards,

Thank you for the
opportunity to respond to Mrs. [redacted]’s complaint. After further review of Mrs.
[redacted]’s service history; Conn’s has agreed to issue an exchange under the Terms
and Conditions of the Repair Service Agreement. Mrs. [redacted] has been contacted and
made aware that she may go into her local...

Conn’s a re-select another notebook
up to $1099.99 which is the original amount paid.
 
We sincerely apologize
for any inconvenience Mrs. [redacted] experienced during this process.
 
If we may be of further
assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252.
 
 
Kind regards,
[redacted]

Thank you for the opportunity to respond to [redacted]’s
complaint.  Our records show on[redacted], [redacted] purchased a
[redacted] high...

efficiency washer and dryer with a (48-month Repair Service
Agreement) on both items.  [redacted] elected to have her washer and dryer
delivered; we show [redacted]’s delivery was completed on [redacted].
 
We received [redacted]’s complaint and found she contacted our
service department on three separate occasions regarding her washer dated from [redacted] through [redacted].  After
researching [redacted]’s complaint we found her issue was escalated to upper
management and Conn’s has agreed to honor her request and exchange her
washer.  We attempted to contact [redacted] on [redacted] regarding her exchange approval, but we were unsuccessful in
our attempt.  [redacted] may visit her nearest Conn’s location to initiate
her exchange.  We sincerely apologize to [redacted] for the experience and
any inconvenience that has been caused. 
   
If we may be of further assistance, [redacted] may contact Customer
Service Department at [redacted].
 






 
Sincerely,
 
[redacted]









2/15/2015






Complaint

I have called a number of times, every time I call I get a different answer on why I haven't been contacted back or why they don't have a answer for me on why I was charged the amount I was for my product. I financed $ 1,653.43 for a washer and dryer, was put on a 12 month cash option payment with...

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







Consumer Business Dialog

Thank you for
the opportunity to respond to [redacted]. [redacted]’s concerns regarding account #
[redacted].  [redacted]. [redacted] stated she would
like the interest removed from the account and the account closed. 
 
According to
our records, [redacted]. [redacted] signed a 32-month retail...

installment contract on
[redacted].  This contract also
included a 12-month no-interest financing promotion.  The contract amount included $2110.86 for the
product and $311.27 for property insurance. 
We received [redacted]. [redacted]’s proof of homeowner’s insurance on December 29,
2013 and credited her account $362.24 on [redacted].  This amount included the $311.27 plus $50.97
for taxes and finance charges. 
 
[redacted]. [redacted]
paid a total of $1864.76 on the account. 
This includes twelve payments of $111.00 and one payment of $532.76
which was submitted on [redacted]. 
Her invoice balance without the insurance was $2110.86.  This left an invoice shortage of
$246.10.  This amount would have had to
have been paid on or before [redacted] to fulfill the cash-option
requirements. 
 
We are unable
to reinstate the 12-months no-interest promotion because the invoice balance
was not paid in full before the promotion expired.  We have attached a copy of [redacted]. [redacted]'s contract as well as payment history for her records. 
 
As of January
12, 2015 the payoff balance on the account is $712.14.  Please note that the payoff balance may
update daily.  We ask that [redacted]. [redacted] call
the day she plans to pay the account balance in full for an up-to-date payoff
quote. 
 
We value [redacted].
[redacted] as a customer and appreciate her bringing her concerns to our
attention.  Thank you,[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s concerns regarding account [redacted].  Mrs. [redacted] stated   she would like her “cash-option” reinstated.    According to our records, Mrs. [redacted] signed a 24-month retail installment contract on...

September 5, 2015. That contract included our 12-month no-interest financing promotion (“cash-option”).  Per the terms of the “cash-option,” the “cash-option” is void if the required monthly payment is not paid within 10 days of each month’s due date or the unpaid portion of the total cash option price is not paid within 10 days of the “cash-option” expiration date of September 5, 2016.  We have attached copies of Mrs. [redacted] signed retail installment contract, signed “cash-option” acknowledgment page and payment history for her records.   Conn’s is unable to reinstate Mrs. [redacted]’s “cash-option” due to payments not being made timely one the account and the unpaid portion of the total “cash-option” was not paid by the expiration date.    Mrs. [redacted] also stated she requested a due date change in August 2016.  According to our records, Mrs. [redacted]’s husband contacted us on September 15, 2016.  The agent offered a goodwill due date change at that time.  She informed him that the account would need to be current in order to process the request.  On September 29, 2016 Mrs. [redacted] had us submit the due date change request and the due date was changed to the 15th of each month.    Conn’s values Mrs. [redacted] as a customer and appreciates her for bringing her concerns to our attention.   Thank you, Cheryle [redacted]

Revdex.com:This letter is to inform you that Conn's has carried out to my satisfaction the resolution it proposed for my complaint, filed on [redacted]/2014 1:26:47 PM and assigned ID...

[redacted].Regards,

We are unable to
honor [redacted]’s request to return her refrigerator without paying the 15%
restocking fee. [redacted] will need to visit her local Conn's store to pay the restocking fee and schedule a time for delivery to pick up the refrigerator.    
If we may be of
further assistance, [redacted] may contact us directly at [redacted].
 [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments.  As mentioned in Mrs. [redacted] original response; Conn’s agreed to issue a in-store credit for $1,779.98 ($899.99 and $879.99) for Mrs. [redacted] to re-select ANY item(s) in the store up to the original amount ($899.99 and $879.99). After researching Mrs. [redacted]’s complaint we found that we were contacted on4/11/17; Mrs. [redacted] indicated that she wanted to purchase a bunk bed set.  Mrs. [redacted] was informed that the exchange was approved for ANY two items up to the amount she paid.  Mrs. [redacted] was made aware that if she wanted to purchase an entire bunk bed set that a new invoice would need to be created.  Again, Mrs. [redacted] does have the option to re-select up to the amount she paid.  If additional items and warranty coverage is needed; Mrs. [redacted] is responsible to pay the difference.  If we may be of further assistance, Mr. and Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards, Jana [redacted]

New Roman"">Thank you for the opportunity to
respond to Mr. [redacted]’ complaint.  Our records show on 9/03/15, Mr. [redacted]
purchased a [redacted] 32” LED TV which came with a limited 1-year manufacturer
warranty and a [redacted] player which came with a limited 1-year manufacturer
warranty; No additional RSA coverage was purchased through
Conn’s. Mr. [redacted] elected to pick up his TV and Blu-ray player from
our Houston, TX location store 076.  Our customers are given the
opportunity to inspect their product prior to leaving the store.  Once
the product has left the store we are unable to determine when the damage may
have occurred. 
 
Mr. [redacted] has been contacted and
we have come to a mutual agreement to resolve.  If we may be of further assistance, Mr.
[redacted] may contact our Customer Service Department at ###-###-####.
    


Kind regards,
 
 
Kathryn [redacted]
Customer Relations

Thank you for the opportunity to
respond to [redacted] complaint.  Our records show on 8/01/14,
[redacted] purchased a ** high efficiency washer with a 48-month Repair...

Service
Agreement.  [redacted] signed invoice indicates at the time of purchase
she acknowledged she was provided a copy of the Repair Service Agreement and
that she understood the coverage associated with the product.  [redacted]
elected to have her washer delivered; we show [redacted] delivery was
completed on 8/05/14.
 
After researching [redacted]
complaint we found she contacted our service department on 5/15/15;
stating her washer was displaying error code L-E and the unit stops in mid cycle. 
Our records show there has been a delay locating a provider in [redacted]
area; we have been working with the manufacture to locate an authorized
provider and as of 5/27/15 a factory authorized technician has assessed [redacted] washer and determine parts are needed to repair the washer.  The parts have been ordered and the technician
is scheduled to install them on 6/5/15.  We
sincerely apologize to [redacted] for the delay and any inconvenience as a
result. 
  
If we may be of further assistance,
[redacted] may contact our Customer Service at [redacted].
 
 
Kind regards,
 
Jana A[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.  Still waiting for negative mark to be removed from credit report.  
Regards,