Conn's Home Plus

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

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  Our records show on 1/15/16, Mrs. [redacted] purchased a ** gas range that came with a limited 1-year manufacturer’s warranty; no additional RSA coverage was purchased through Conn’s.  Mrs. [redacted] was provided a copy of...

Conn’s Return & Exchange Policy which states: A consumer has 30-days from the date the item is received to return or exchange (appliances and electronics) with the required 15% restocking fee.    Mrs. [redacted] elected to have her range delivered; which was completed on 1/18/16.  We researched Mr. [redacted]’s complaint and found the day of delivery; she contacted the store regarding the range.  Mrs. [redacted] stated when she visited the store on 1/15/16 the range was on the showroom floor with a griddle accessory.  We cannot confirm a griddle was on the displayed model.  However, this can occur by sales representatives and or customers during presentation.  At this time the manufacturer has been contacted to determine combatable and availability; LG has confirmed that model [redacted] does not include a griddle component and is not combatable.  If she requires additional information regarding her product she may visithttp://www.lg.com/us/cooking-appliances/lg-[redacted]-gas-range.  We attempted to contact Mrs. [redacted] on 3/11/16 to discuss her concerns, but we were unsuccessful.  At this time Conn’s willing to offer Mrs. [redacted] one of two options (1) 20% discount for the cost of the range which is $749.99 ($150.00) (2) Exchange her range and waive the 15% restocking fee.  If Mrs. [redacted] agrees to exchange her range; she will be given a credit of $749.99 to reselect.  If the range she chooses is more expensive; Mrs. [redacted] is responsible for the difference.      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 Ms. [redacted]'s concerns regarding her account.  We have attached a copy of her payment history for her records.  The payment history will verify that the insurance came off the overall balance on the account and not just interest.   Tell us why here...

Thank you for the opportunity to respond to Mrs. [redacted] additional comments. We have no records indicating that Mrs. [redacted] was offered an exchange for a different mattress during delivery. As previously mentioned, our records show Mrs. [redacted] contacted us after the delivery was completed and was offered a 10% damage concession as a courtesy which she accepted. We show a credit of $169.99 was processed to Mrs. [redacted] account on October 11, 2016.   Again, we are unable to honor Mrs. [redacted] request to return her mattress; Conn’s has a No Return or Exchange on all mattresses. However; as mentioned in our previous response, Mrs. [redacted] mattress does qualify for an exchange only under the 120-day Comfort Guarantee trial offered by the manufacturer. Mrs. [redacted] may visit her nearest Conn’s location to initiate this one-time offer.   We have attached a copy of Mrs. [redacted] delivery ticket with our response.   If we may be of further assistance, Mrs. [redacted] may contact us at 1-877-765-1513.     Kind regards,   Dyeisha [redacted] Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10337054, 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 did not recieve the right mattress, have not slept on mattress, and dont accept response.

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]

[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 Revdex.com's service to the business and consumer communities. Sincerely,Mark A [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 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 for the opportunity to respond to Mr. [redacted]’ complaint. Our records show on 12/6/16, Mr. [redacted] purchased a [redacted] built-in dishwasher which comes with a 1-year limited manufacturer’s warranty and elected to purchase Conn’s dishwasher replacement installation service. Mr....

[redacted]’ dishwasher was installed and signed as received in good order on 12/8/16; no issues were reported at the time of delivery. We contacted the delivery manager regarding Mr. [redacted]’ complaint and were advised that on 12/14/16, Mr. [redacted]’ contacted delivery stating the unit was not leveled. Our delivery team returned to Mr. [redacted]’ residence and found that the dishwasher is not wide enough for the space it was installed inside. Mr. [redacted] requested a second opinion, therefore; we sent a different team to assess the unit. The second delivery team confirmed that the space was too wide for the unit and suggested that Mr. [redacted] purchase a trim kit to help fill the space. Our records show on 12/22/16, Mr. [redacted] contacted our service department stating the dishwasher is leaking water, and the unit is unbalanced. A service appointment was scheduled for 12/26/16; during the inspection, the technician re-installed and mounted the unit to complete the repairs; no parts were required. We researched the dishwasher Mr. [redacted] purchased and confirmed that the unit is the standard size for a dishwasher (24” W x 25” D x 33-1/2 -35” H) depending on the cabinets and counters. Therefore; we are unable to honor Mr. [redacted]’ request, he has been advised that he may purchase a dishwasher trim kit to help fill the space. If we may be of further assistance, Mr. [redacted] may contact us at 1-877-325-1252. Kind regards, Dyeisha [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]








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Thank you for
the opportunity to respond to Mrs. K[redacted] concerns regard[redacted] account # [redacted].  Mrs. K[redacted] stated she was given an incorrect
payoff quote which caused her to assess interest on her account.
 
Accord[redacted] to
our records, Mrs. K[redacted] signed an 18-month retail...

installment contract on
September 7, 2013.  That contract
included a 6-months no-interest financ[redacted] promotion. 
 
Mrs. K[redacted]
called our automated system on March 20, 2014 and received a payoff quote of
$123.23.  She submitted a payment for
$72.11.  Mrs. K[redacted] called again on April
15, 2014 and received a payoff quote of $113.79. 
 
Mrs. K[redacted]
6-month no-interest financ[redacted] expired on March 7, 2014; therefore the account
started to accrue interest.  Mrs. K[redacted]
faxed over proof of insurance on March 20, 2014 and received an insurance
credit in the amount of $60.32 on March 21, 2014.
 
We value Mrs.
K[redacted] as a customer and appreciate her br[redacted] this matter to our
attention.  We have attached a copy of
Mrs. K[redacted] contract as well as her payment history for her records. Thank you,Cheryle S[redacted]

Thank you for
the opportunity to respond to Mr. [redacted] concerns regarding account
[redacted].  Mr. Wooten stated he would
like his 12-months same as cash offer reinstated. 
 
According to
our records, [redacted] signed a 30-month retail installment contract...

on
December 26, 2015.  That contract
included out 12-month no-interest financing promotion (“Cash-option”).
 
Per the terms
of [redacted] signed “Cash-option” Addendum page, the minimum monthly payments
of $52.86 are due by the 26th of each month during the “cash-option”
period.  If the required minimum monthly
payment is not paid within 10 days of each month’s due date, the “cash-option”
is void.  We have attached a copy of [redacted] signed “cash-option” addendum page for his records. 
 
Mr. [redacted] accrued
several late fees causing the “cash-option” to be void.  We are unable to reinstate Mr. [redacted] “cash-option”
due to payments not being made timely. 
We have also included a copy of Mr. [redacted] signed retail installment contract
and payment history for his records. 
 
We value Mr.
[redacted] as a customer and appreciate him for bringing his concerns to our
attention.  Thank you,Cheryle S[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’ additional comments. As mentioned in our previous response, we confirmed the dishwasher Mr. [redacted] purchased is the standard size for a dishwasher. Mr. [redacted] has been advised that he may purchase a dishwasher trim kit which may help fill the space. Mr. [redacted] may check [redacted] or [redacted] for trim kit/gap fillers. If we may be of further assistance, Mr. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha [redacted]

I have attached the contract and the invoice and the [redacted] Manufacturer's warranty.PLease do not hesitate to contact me with any questions via Phone at [redacted] or  [redacted], or via email.

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns you have regarding account(s) [redacted]. We have a more than 120-year history of quality customer service and satisfaction, and I would not want anything to impair that record. Our contact information is located...

on Ms. [redacted]' retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letter. As a reminder, she may contact Conn’s regarding questions about her purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.     Ms. [redacted] stated in her complaint that: Conn’s took a payment that was not authorized; and she would like the payment refunded. Our investigation reveals that: Ms. [redacted] processed the payments through our webpay system; and one payment in the amount of $87.26 was mailed to Ms. [redacted] on May 17, 2017. According to our records, Ms. [redacted] scheduled a payment in the amount of $87.26 to process on her account on April 28, 2017.  On April 30, 2017, Ms. [redacted] processed a second payment to the account in the amount of $87.26 through our webay system. One payment in the amount of $87.26 was refunded to Ms. [redacted].  The check was mailed to the address on file on May 17, 2017.  If Ms. [redacted] has not received the refund check on or before June 6, 2017, we ask that she contact our customer service department so we may track the check. Conn’s respectfully disagrees that the payment was unauthorized as Ms. [redacted] scheduled the payments through the webpay system.  Conn’s appreciates Ms. [redacted] for bringing her concerns to our attention.

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]

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.

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mrs. [redacted] 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 has contacted us numerous times for repairs to her refrigerator but has not received assistance; and 2)       She is requesting to return the refrigerator for a refund and have the account closed.       Our investigation reveals that: 1)    Mrs. [redacted]’s refrigerator has been repaired; and 2)    We are unable to honor Mrs. [redacted]’s request.     Our records show on 7/26/16, Mr. [redacted] purchased a ** side-by-side refrigerator which comes with a 1-year limited manufacturer’s warranty. Mr. [redacted] declined to purchase additional coverage with Conn’s.   We researched Mrs. [redacted]’s complaint and found that she first contacted our service department on 11/15/16 stating that the icemaker would not shut off. A service appointment was scheduled for 11/21/16. During the inspection the technician found parts were needed for repair. Our records show we received the parts on 11/29/16 and Mrs. [redacted] was scheduled for installation on 12/5/16 as requested. During the installation the technician found additional parts were needed to complete the repairs. The parts were ordered and received on 12/12 /16 and Mrs. [redacted] was scheduled to install on 12/15/16. The technician reported he installed all parts, tested all functions on the unit and the refrigerator was working up to specifications.   We show Mrs. [redacted] contacted our service department again on 5/24/17 stating that the refrigerator’s freezer was freezing over. A service appointment was originally scheduled for 5/31/17 but had to be rescheduled for 6/5/17. During the inspection the technician found the fan motor needed to be replaced. We show the part arrived on 6/13/17 and Mrs. [redacted] was scheduled for 6/15/17. However the incorrect part was received and had to be re-ordered. Once the part was received Mrs. [redacted] was scheduled to install on 7/4/17. The technician reported he installed the new fan motor and controller to complete the repairs. The technician also notated that he damaged the shelving in the freezer when installing the parts.   Mrs. [redacted] has spoken with our service claims department regarding her concerns and Conn’s has agreed to replace her refrigerator up to the original amount paid.  Mrs. [redacted] is aware that she will need to visit her nearest Conn’s to reselect and that the approval is only valid for 30 days.   Conn’s values Mrs. [redacted] as a customer and appreciates her for bringing this matter to our attention.

I am sorry but I am not going to accept this response because it is not true!Conns fail to inform that Dinning set that I order was canceled by Conns and they did even care to inform me.I also want to bring up to your attention the one of your delivery guy come inside my house and disrespect my nanny and later myself when I walk in to ask them to remove the attachment of one of my sofa set.The part that should have been connect to from my lounge chair and the sofa is loose , I specifically order the end of the sofa for my child safety and when I ask to remove that he refuse .I said to the delivery guy if something happen to my son and he hit his head on that part I would not think twice to sue Conns ... his response was I don't care you will be dealing with Conns not him.The other guy end up taking this part of but he said you will have wholes on the sofa.I did agree with the resolution because my sons safety is my number one .However I also want to let you know that I did pay for warranty on my furniture ( and let me be honest it was not cheap at all ) and the sales guy said that if anything happen to my furniture it would be replace...When Conns finally contact me to address this issues I stated all this information and I request the update amount that I own with Conns because I really don't want to deal with them any longer.This information was not provide to this day...The store stated that they would adjust my charges and give me some credit but no one knows about this!!!The delivery that was informed that would not be charge were charged.The amount that I pay for the warranty on the furniture it's just another way to scam the customer because when comes the time to use they don't come up to their end . Also for all the ones interest on the Conns store and their furniture I would like to inform you that store manager told me that they are having issues to get the furniture so you buy the furniture but it is not sure that your purchase will be completed and if that happens your deal will be canceled and you will not even be informed.Way to go Conns , this was by far the worst experience that I could ever have...Thank you Regards [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,