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.  
The company seems to think that having a policy justifies treating customers as they treated me.  Both laptops I received from Conn's had the same problem -- a keyboard to which the cursor would not respond without repeated clicking of the touchpad.  I was not willing to have a new machine repaired, and thus the company charged me to return a malfunctioning computer, twice.  I would hope the Revdex.com would note that this company is asking cusotmers to pay a "restocking fee" for defective devices, a practice that is surely unfair to customers.
Regards,

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on2/21/13, Mr. [redacted]’ purchased a [redacted] washer and dryer and two [redacted] pedestals which come with a 1-year limited manufacturer’s warranty that expired on2/22/14; no additional coverage was purchased with...

Conn’s. Mr. [redacted]’ items were delivered and received in good order on2/22/13; there were no reports regarding any damages at the time of delivery. We researched Mr. [redacted]’ service history and found he has three completed service call with Conn’s dated3/7/13,3/28/13and4/5/13.·3/7/13- Contacted service due to unit shaking. The service technician secured the pedestal to the unit, tested unit and reported working properly; no parts required.·3/28/13- Contacted service stating unit leaking. The technician tighten the hose to repair the unit; no part were required.·4/5/13- Contacted service stating unit still leaking. The technician found lint in the gasket which is causing back up. The technician cleared the lint in the unit to complete repair; no parts were required. At this time we are unable to honor Mrs. [redacted]’s request; we have no records showing that Mr. [redacted] or Mrs. [redacted] has attempted contacted our service department regarding any further repair needs since the unit was last serviced on4/5/13. As of2/22/14, Mr. [redacted] washer is no longer covered under the manufacturer’s warranty. If we may be of further assistance, Mrs. [redacted] may contact us at1-877-765-1513.  Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to [redacted] concerns regarding accounts [redacted] and [redacted]  [redacted] stated her payment in the amount of $682.43 was pending with her bank and had not posted.  She stated she would like to pay the accounts with no-interest.  ...

According to our records, on November 1, 2016, [redacted] scheduled a payment in the amount of $682.43 on account [redacted].  This payment brought the account to a zero balance and [redacted] was not charged interest on the account per the terms of her no-interest financing promotion.  On October 26, 2016, [redacted] scheduled a payment in the amount of $1350.77 on account [redacted]  This payment brought the account to a zero balance and [redacted] was not charged interested on the account per the terms of her no-interest financing promotion.    We have included copies of [redacted] payment histories for her records.    Con’s values [redacted] as a customer and appreciates her for bringing her concerns to our attention. Thank you, Cheryle S[redacted]

Thank
you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on
2/7/15, Mr. [redacted] purchased a [redacted] King mattress and received two free
box...

springs with his qualifying purchase. Mr. [redacted]’s elected to have his
products delivered on 2/8/15; Mr. [redacted] signed his delivery ticket and
inspection sheet acknowledging he received his products in good order.
After
further review and research of Mr. [redacted]’s complaint, we found at the time of
purchase Conn’s had a promotional offer to either receive a free HDTV or free
delivery on all furniture set purchases over $1999.99; promotions may not be
combined. Mr. [redacted] elected to have his products delivered therefore he was
unable to also receive the free television with his purchase.
Although
Conn’s has a No Return or Exchange Policy on mattresses, Serta offers consumers
120-day Comfort Guarantee In Home Trial. As stated in the Serta Comfort
Guarantee Policy: Once your iComfort Sleep System is delivered and
set up in your home, sleep on it for a minimum of 30 nights to adjust to a new
level of comfort and support.  If you are not completely satisfied after
the first 30 nights, contact your Serta retailer to discuss your options. *Policies set by local retailer. See store for
details. Excludes delivery and set up fees. Offer does not apply to
Serta® Motion Perfect® Adjustable Foundations, iComfort Pillows and other
iComfort accessories.
At this time we are unable to honor
Mr. [redacted]’s request to receive a free television because he was able to take
advantage of Conn’s free delivery promotion. If Mr. [redacted] is not satisfied with
his mattress; he may exchange the mattress under the Serta 120-day Comfort Guarantee
once.
If
we may be of further assistance, Mr. [redacted] may contact customer service at
1-877-358-1252.
 
Kind
regards,
 
Dyeisha
W[redacted]

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding account
[redacted].  Ms. [redacted] stated she paid her
account balance in full, but her account remains open. 
 
According to
our records, Ms. [redacted] submitted a payment in the amount of $2482.43...

on
February 24, 2016 to pay her account balance in full.  Due to a system error, the account did not
close.  Conn’s is working diligently to
resolve the issue and we are in process of closing the account. 
 
We ask that
Ms. [redacted] please allow 10-14 business days for the account to close.  She will receive a close-out letter in the
mail within 30 days of the account closing. 
 
Conn’s values
Ms. [redacted] as a customer and sincerely apologizes for any inconvenience she may
have experienced due to this matter.  Thank you,Cheryle [redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mrs. [redacted]’s concerns. We have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mrs. [redacted] may contact Conn’s regarding...

questions by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com. Mrs. [redacted] has stated in the complaint: 1)       She returned to the store to process a refund due to the items purchased were not in stock however; she has not received her refund.   Our investigation reveals that: 1)    A refund was processed back to the [redacted] Card used to purchase on 7/25/17. Credit card refunds normally take between 24-48 business hours to receive. However; depending on the banking institution, refunds can take up to 10 business days.   Our records show 7/23/17, Mr. [redacted] purchased a [redacted] washer and dryer and was scheduled for delivery on 7/25/17.   We researched Mrs. [redacted]’s complaint and found that at the time of purchase the dryer was not available for immediate delivery but was scheduled to arrive from the manufacturer on 7/25/17. We show Mrs. [redacted] was contacted before delivery and informed that the dryer did not arrive from the manufacturer and we would need to reschedule delivery. Mrs. [redacted] expressed her dissatisfaction and requested to receive a different model at no additional cost.   Mrs. [redacted] was informed that we were unable to accommodate her request, therefore, she requested to receive a refund. We show Mrs. [redacted] returned to her local Conn’s on 7/25/17 and a refund of $1,517.59 was processed back to the [redacted] card used to make the purchase.   Our records show Mrs. [redacted] contacted us the following day stating that the refund had not been processed back to her card. Mrs. [redacted] was made aware that we submitted the refund back to her card and to contact her banking institution for further assistance.   We sincerely apologize for any inconvenience Mrs. [redacted] experienced during this process.   Conn’s value Mrs. [redacted] as a customer and appreciates her for bringing this matter to our attention.

[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 appreciate the acknowledgement that it was poor communications on Conn's part and that I will receive a full refund on my deposit (less restocking fee).  I would hope this will be a heads up for salespeople to follow up with their customers and inform them on delivery issues.  Also, when you reach out to customers, don't call their home when you know they work and you have their work no. to call them there.  I have been receiving numerous telephone calls from your District Manager leaving messages on my home phone when I am at work.  If you really wanted to contact me you have all my numbers and could have spoken to me at work.  However, I do appreciate the effort to call.Sincerely,[redacted]

Thank you for the
opportunity to respond to [redacted] complaint. Our records show on 5/19/13,
[redacted] purchased the S[redacted] mattress with a 48-month FurnitureGard
Plan.
 
We reviewed [redacted]
complaint and found she contacted our service department on 5/13/15...

stating her
mattress was sinking in and bulging out to the side. A service appointment was
originally scheduled for 6/13/15 however due to scheduling conflicts [redacted] appointment was re-scheduled for 6/27/15. During the inspection the
serviceman found a ½” body impression and several stains throughout the
mattress. [redacted] was contacted by our Furniture Claim specialist and advised
that based on the serviceman’s finding and the photos provided during
inspection; the mattress displays signs of stains on the same side the bulging
appears. [redacted] was also informed that her mattress only has a 1/2” body
impression which does not meet the qualification for an exchange under the
Terms and Conditions of the manufacturer’s warranty or the FurnitureGard Plan.
 
At this time we are unable
to honor [redacted] request for an exchange; her mattress does not meet the
qualification based on the serviceman’s findings and photos provided.
 
We have included a copy of
Sealy Warranty with our response.
 
If
we may be of further assistance, [redacted] may contact our customer service
department at [redacted]Kind regards,Dyeisha W[redacted]








Read More Customer Complaints:

402
403
404
>
>>


$(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'));
})
});

I spoke with Conn's on 11/22/16 "Akon" and advised him that the wrinkle cycle was still not working and when service technician Mark [redacted] came out on 11/21/16 he put a new panel on the dryer and when I asked him was the wrinkle cycle fixed he said is that was what I was suppose to fix, you don't know how many calls I have had since I last came out.  He left.  "Akon" manager at the Gessner store called me back and said he has requested a service person to come out on 12/01/16 and he assured me that it would not be Mark [redacted].  I took today off (3rd time I took a day off for this issue) and received a call from Mark [redacted] stating that it was nothing he could do with the dryer, I need to call [redacted].  I called conn's and was referred to 1 8773581252 and spoke to Sidney in customer service, I asked for a Manager she put me on hold and I was disconnected.This is the 3rd complaint and the 3rd day I have taken off work.  My dryer has not worked properly since 10/31/16 and I have not missed any payments.  I am requesting a new dryer.hank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on July 27, 2016, Mrs. [redacted] purchased a [redacted] washer and dryer and elected to purchase a 48-month Repair Service Agreement. We show Mrs. [redacted] items were delivered and received in good order on July 28, 2016. We researched Mrs. [redacted]’s service history and found she contacted our service department on  October 31, 2016 stating the wrinkle cycle on her dryer leaves her clothes wet. A service appointment was scheduled for November 3, 2016; during the appointment the technician found parts were needed to complete the repairs. Our records show the part s arrived on November 8, 2016 and Mrs. [redacted] was contacted to schedule repair but we were unable to reach her at the time.  Mrs. [redacted] called back on November 14, 2016 and we confirmed her appointment for November 16, 2016.  Once the technician has installed the new parts we can determine what further actions may be required. Although Mrs. [redacted]’s dryer does not meet the qualifications for an exchange at this time, we will continue with any covered repair needs. 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]’ complaint. Our records show on 11/14/14, Mrs.
[redacted] purchase the J[redacted] Burgundy furniture set which...

consist of
three pieces (sofa, chair and ottoman) all with a 1-year limited manufacturer’s
warranty; no additional coverage was purchased. Our records show Mrs. [redacted]’
signed her invoice acknowledging she received a copy of Conn’s Return and
Exchange Policy at the time of purchase. Mrs. [redacted]’ delivery was scheduled
and received in good order on 11/16/14.
 
We received Mrs. [redacted]’ complaint and found she has
contacted our service department on three separate occasions stating her seat
was cracked and the cushions were sinking in on her sofa.
·        
On 11/29/14- Mr. [redacted] called for service. A service appointment
was scheduled on 12/6/14; during inspection the serviceman found the inside
board and braces were pulled from the staples. The serviceman was able to
re-staple the boards by using L-brackets and screws to complete repairs.
·        
On 1/02/15- Mrs. [redacted] called for service however; the service
order was cancelled due to no response from Mrs. [redacted] when attempting to
schedule an appointment.
·        
On 1/16/15- Mrs. [redacted] called for service. A service appointment
was scheduled on 1/31/15; upon inspection the serviceman removed the cover from
the bottom the sofa but was unable to find any broken boards or cracks on the
unit. The serviceman also notated there were no problems found with the
cushions sinking in however; he reported the back cushions could use more
fillings to take care of the customers concerns. Mrs. [redacted] refused further
service and requested an exchange on her sofa. Our records show on 2/6/15, Mrs.
[redacted] was contacted by the serviceman in attempts to continue with repairs
for the back cushions however; she refused service again stating the sofa was
non-repairable and wanted an exchange. After
further review of the serviceman’s findings and photos taken at the time of
repair, it was determined that Mrs. [redacted] sofa does not meet the
qualifications for an exchange under the Terms and conditions of the
manufacturer’s warranty.
 
At this time we are unable to honor Mrs.
[redacted] request to return her furniture; Conn’s has a No Return or Exchange
Policy on all furniture. Mrs. [redacted] may contact our service department at
1-855-266-6349 to schedule an appointment to complete repairs on the back cushions
of her sofa.
 
If we may be of further assistance, Mrs. [redacted] may
customer service at 1-877-358-1252.
 
Kind
regards,
 
Dyeisha W[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on 11/23/12, Mr. [redacted] purchased a 55” [redacted] TV and elected to purchase a 24-month Repair Service Agreement with Accidental Damage which was financed through [redacted]. At the time of...

purchase Mr. [redacted] signed his contract with [redacted] acknowledging he was aware of the purchase and agreed to their terms. We show on 1/13/15, Mr. [redacted] television was approved for an exchange and he elected a 55” [redacted] 4K [redacted] TV and purchased an additional 37-RSA with Accidental Damage Plan which was again financed through [redacted]. We researched Mr. [redacted]’s complaint but were unable to find that he has attempted to contact us regarding the cancellation of his warranty since his product was purchased. However; we show Mr. [redacted] did contacted us via social media on 7/8/16 stating he submitted a property insurance claim due to theft and wanted to check on the status. Mr. [redacted] was advised that his television was financed through [redacted] and not on a Conn’s Retail Installment Contract. Therefore, his television is not covered under Conn’s Property Insurance. Mr. [redacted] was made aware that the warranty he purchased only covers repairs or replacement of the product due to functioning failures however; theft is not covered. At this time we are unable to honor Mr. [redacted]’s request; his television wasfinanced through [redacted] and NOT on a Conn’s Retail Installment Contract which offers property insurance on the financed items. Mr. [redacted] may contact his home owner or renter’s insurance provider for further assistance. Mr. [redacted] may cancel his warranty at any time by completing and returning that attached cancellation request. If we may be of further assistance, Mr. [redacted] may contact us at 1-866-765-1513. Kind Regards,Dyeisha [redacted]Customer Relations

Thank you again for the opportunity to address Mrs. [redacted]'s concerns regarding her account. We have provided the information requested to prove her insurance was refunded to her account.  Mrs.  [redacted] has also stated concerns about a table that was in the add, but not in stock.  Mrs. [redacted] chose another table to purchase and signed the retail installment contract for the table she purchased.    Thank you, Cheryle S[redacted]

Thank you for the opportunity to respond to Mrs. [redacted] complaint.  Our records show on 2/16/15, Mrs. [redacted] purchased a [redacted] 65” Curved UHD 4K Smart TV model ([redacted]) with a 49-month Repair Service Agreement w/Accidental Damage on invoice [redacted].  After...

researching Mrs. [redacted] complaint we found an exchange was approved on 7/08/16 for Mrs. [redacted] to replace her [redacted] 65” TV.  Mrs. [redacted] exchange was submitted and approved under the Terms and Conditions of the Repair Service Agreement; she was issued a credit up to the original amount paid which was $2,199.99 to reselect.  Our records show Mrs. [redacted] initiated her exchange on 7/10/16; Mrs. [redacted] elected a [redacted] 65” Curved SUHD 4K Smart TV model ([redacted]), a 25-month Repair Service Agreement w/Accidental Damage and a Monster HDMI cable totaling $3,285.86 on invoice [redacted].  Mrs. [redacted] was not charged an additional $2,373.80 because it was previously financed on her original invoice [redacted]; however Mrs. [redacted] did pay $912.06 for the difference in price of the TV, RSA Plan, and Monster cable purchased.  Mrs. [redacted] financed the difference of $912.06 with [redacted].  We show Mrs. [redacted] elected to have her TV delivered; which was completed on 7/11/16. At this time we are unable to honor Mrs. [redacted] request to credit her account.  Mrs. [redacted] was approved for an exchange and the exchange was initiated on 7/10/16.  Mrs. [redacted] Conn’s account was not paid in full; therefore any remaining balance Mrs. [redacted] is still responsible.      If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252. Kind regards, Jana [redacted]

Thank you again for the opportunity to respond to Mr. [redacted]'s concerns regarding collection calls.Again, we have no record of calling the telephone number Mr. [redacted] provided.  If he would like to provide an additional number we will be happy to research his concerns further.  Mr. [redacted] may also contact his telephone service provider to see if there is an additional number being forwarded to the number provided.   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 exchange will consume my additional warranty purchased and the item was deemed non-repairable while it was still under manufacturers warranty. Conn's did not provide [redacted] with the needed information to approve the exchange. Accepting this exchange will consume an additional warranty I purchased. I will not consume my warranty due to their negligence in handling the requests from [redacted] to their technician. [redacted] was in direct contact with the technician and he did not provide their requests. He showed me the emails at his last visit. They never once forwarded the emails to me for me to handle it, which I would have gladly done had they forwarded me the information. They have my email address on file. Also, at that exchange value, I cannot get a comparable product without coming out of pocket. At 1297.88, I will still have to spend more money to get a 65" 4k television (which is what I have) after taxes. I will accept this exchange if they refund my warranty. I will not consume my warranty for their failure to work with the manufacturer. I would take the offer if they were to extend my warranty as well, but after this 9 month nightmare, I do not want to have to deal with them in the future.I have spent countless hours dealing with customer service to no resolve. I have gone into the local store. It took filing this complaint and going into the local store to get any sort of action. This is simply not how good business is done.
Regards,
[redacted]

Thank you again for the opportunity to respond to Ms. [redacted]'s concerns.  As stated in our previous response we will need a full running bank statement in order to research the matter further.  Again,  Conn's values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.

Thank you for the opportunity to respond to Mr. [redacted]’s
concerns regarding his Conn’s account. 
I have spoken to Mr. [redacted] regarding his concerns and I
have assured him his concerns are being addressed.  Once Mr.
[redacted]’s account has been processed in our system, we will...

process a $25 credit
to his account.
We value Mr. [redacted] as a customer and sincerely apologize for
any inconvenience he has experienced due to this matter. Thank you,Cheryle S[redacted]

Thank
you for the opportunity to respond to Mrs. [redacted]’s complaint. We researched
Mrs. [redacted]’s complaint and verified that the pillows and mattress protector
was returned to Conn’s in Albuquerque, NM and Mr. [redacted]’s account has been
cancelled. We forwarded Mrs. [redacted]’s complaint...

regarding her customer service
experience to upper management for review to ensure this does not happened in
the future. We sincerely apologize for any inconvenience Mr. and 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,
 
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,I refuse to accept the fact that you are allowing your employees to tell customers one thing and do another. I see that there is no good ending to this problem. I will be making sure we never shop at your store again and my friends and family will also be avoiding Conns also. I am very sad for your business that you treat customers one way, tell them something and do another.  I refuse to be a part of this nonsense.  I will be filing a complaint with the company also. I know nothing will be done, as evidenced by this conversation, but I promise I will never shop at Conns again.

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 immediately contacted the store where I purchased the items the day the console was delivered they do not have my signature on that piece because I knew it was damaged and never would have signed it was delivered in a personelized vehicle unprotected dropped in door way and the man left instantly. I was on the phone with sales rep while he was still in my drive way. I have contacted them fo months starting the day of delievery. When they originally set the repair person to come out randy I believe he said both pieces were to be fixed so why all of a sudden after 5 canceled repair dates they r lie in and saying only dining table is beyond me. But I have called conns store, corporate, csr, and delivery people a total of over 20 times since jan. I do not want touch ups I want new like I ordered. I see they also did not include the signed forms when I bought console that clearly states ZERO damages to floor model I bought signed by myself and store manager. 5 months and they broke contract they did not deliver what I am paying for and they have not done any where near enough in 5 months to correct their errors. 5 missed appointments and 5 months later I am still stuck with damaged pieces also a sales rep came to my home to have me resign paperwork for loan a few days after deliver and he was shown damages in person and he agreed that they needed fixed and gave me corporate number as well as delivery number again to call. I do not want repairs I want undamaged items that I paid for or a full refund for every single item ony order. U breached the contract not me. And I have witnesses of the deliveries and the calls I made that day within minutes of the console being delivered
Regards,