Conn's Home Plus

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint.  Our records show on 8/19/15, Mrs. [redacted] purchased a Steve Silver ([redacted]) sideboard with a limited 1-year manufacturer warranty and a Franklin ([redacted]) recliner with a limited 1-year manufacturer warranty; no additional...

Furnituregard coverage was purchased through Conn’s.  Mrs. [redacted] elected to have her items delivered; which was completed on 8/20/15.We researched Mrs. [redacted]’ complaint and found she contacted us on 8/25/15 (5-days) after delivery was completed; stating she discovered a small scratch on the recliner.  Mrs. [redacted] was advised the reported damages were not reported in a timely manner and we would not be able to exchange the unit.  After further research we show a delivery representative attempted to contact Mrs. [redacted] regarding her recliner on (8/27/15, 8/29/15, and 8/31/15) but were unsuccessful in their attempts.  We show the next contact made with Mrs. [redacted] was on10/08/15, a ticket was created to inspect Mrs. [redacted]’ recliner.  Our records we went to Mrs. [redacted]’ residence on 10/09/15; during this visit the delivery team repaired Mrs. [redacted]’ recliner.  We attempted to contact Mrs. [redacted] on 10/10/15regarding the repair made the previous day, but we were unsuccessful in our attempts.       If we may be of further assistance, Mrs. [redacted] may contact our Customer Service at 1-877-358-1252.Kind regards,Jana A[redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Ms. [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, Ms. [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.  Ms. [redacted] has stated in the complaint: 1)       She requested to receive a refund instead of exchange but has been getting the runaround regarding the refund; and   2)       She requested a return call from corporate.       Our investigation reveals that: 1)    Mrs. [redacted]’s refund check was submitted for processing on 7/13/17. We ask to please allow up to 7-14 days to receive check by mail; and 2)    We attempted to contact Ms. [redacted] on 7/25/17 but was unsuccessful in our attempt.   Our records show on 7/3/17 Ms. [redacted]’s was approved for an exchange on her 78” [redacted] TV under the Terms and Conditions of the Repair Service Agreement.   We show Ms. [redacted] requested to receive a refund in lieu of the exchange due to she was unable to find a similar model. Our records show on 7/6/17; we scheduled our delivery team to pick up the damaged unit from Ms. [redacted]’s residence in order to process the check refund. However; Ms. [redacted] was not available during the scheduled time therefore she was rescheduled on 7/13/17. Once we confirmed the unit was returned to our warehouse, we submitted a check refund in the amount of $7577.49 to be mailed to the address listed on file. We ask Ms. [redacted] to please allow up to 7-14 business days for the processing and to receive the refund check.                   Conn’s values Ms. [redacted] as a customer and appreciates her for bringing this matter 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 Mr. [redacted] complaint.  We researched Mr. [redacted] complaint and found his issue has been addressed.  We reviewed Mr. [redacted] service history on his bedroom furniture we found an exchange was submitted and approved...

on 3/14/16.  In regards to Mr. [redacted] furniture ([redacted] armless sofa and LSF sectional) we found there was a delay repairing the units; therefore an exchange request was submitted and approved on 4/29/16 for Mr. [redacted] to replace his furniture.  Mr. [redacted] exchanges were approved under the Terms and Conditions of the manufacturer’s warranty which covers the replacement/exchange of the product and not a refund.  Mr. [redacted] may visit his nearest Conn’s location to initiate his exchange and schedule delivery.  We sincerely apologize to Mr. [redacted] for any inconvenience he experienced during this process.      If we may be of further assistance, Mr. [redacted] may contact Customer Service Department at 1-877-358-1252. Kind regards,  Jana [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  We researched Mr. [redacted]’s complaint and found he has been in contact with our[redacted] manager (Frank) regarding the damage to his countertop.  Our records indicate...

Mr. [redacted]’s countertop was assessed and repairs were completed on9/29/15.  In regards to Mr. [redacted]’s dishwasher; an exchange request was submitted and approved on 10/02/15.  Mr. [redacted] may visit his nearest his Conn’s location to initiate his exchange and schedule delivery.  We sincerely apologize for any inconvenience Mr. [redacted] has experienced during this process.   If we may be of further assistance, Mr. [redacted] may contact Customer Service at [redacted].Kind regards,Jana A[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]

Thank you for
the opportunity to respond to Mr. [redacted]’s concerns regarding accounts
[redacted] and [redacted].  Mr. [redacted]
stated he signed a new contract in March and his old account was supposed to be
combined with his new account. 
 
According to
our records, Mr....

[redacted] signed a 32-month retail installment contract on
March 10, 2016.  That contract included the
balance from account [redacted]. 
 
The new retail
installment contract created account [redacted]. 
Account [redacted] was closed on April 1, 2016.  We have included a copy of Mr. [redacted]’s
payment history for account [redacted] for his records. 
 
Conn’s values
Mr. [redacted] as a customer and appreciates him for bringing his concerns to our
attention.  Thank you,Cheryle [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.  Our records show an exchange was approved for Mrs. [redacted] to replace her bed rails; however as a gesture of goodwill we agreed to exchange...

Mrs. [redacted]’s bed frame which includes (headboard and footboard).   Mrs. [redacted] was issued a credit up to the original amount she paid which was $384.00 ($80.00 rails, $130.00 footboard, and $174.00 headboard) to re-select a new bed.  Again, we sincerely apologize to Mrs. [redacted]r for any inconvenience she experienced during this process.  Mrs. [redacted] may visit her nearest Conn’s location to initiate her exchange and schedule delivery.                      If we may be of further assistance, Mrs. [redacted] may contact Customer Service Department at 1-877-358-1252. Kind regards,  Jana [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  Our records show on 4/21/15, Mrs. [redacted] purchased a [redacted] living room set which consisted of three pieces ([redacted] sofa, daybed, and corner sofa) with a 36-month Furnituregard Plan on all three...

pieces.  At the time of purchase Mrs. [redacted] was provided a copy of Conn’s Return & Exchange Policy 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 ** Mrs. [redacted] also signed her invoice acknowledging she was provided a copy of the Furnituregard Plan brochure and that she understood the coverage associated with the covered products.  Mrs. [redacted] elected to have her items delivered; which were completed on 4/25/15. We researched Mrs. [redacted]’s complaint and found an exchange was approved on 9/22/15 for Mrs. [redacted] to replace her corner sofa.  Our records show Mrs. [redacted] initiated her exchange and her new corner sofa model ([redacted]) was delivered and received in good order on 10/23/15.  After Mrs. [redacted]’s exchange was completed in October 2015; she contacted our service department on 2/08/16 regarding her [redacted] sofa; stating the unit was sinking in.  A service call was scheduled; during the inspection the serviceman found the lower back seat frame broken.  The serviceman repaired Mrs. [redacted]’s [redacted] sofa on 3/07/16; by replacing the lumber and installing new screws and metal brackets.  He drilled, screwed, and braced the seat frame.  Mrs. [redacted] contacted us again regarding her [redacted] corner sofa and daybed; stating the sectional had a hole in it.  A service call was scheduled; during the inspection the serviceman the seat decking torn beyond repair, the [redacted] and RSF loose seat cores collapsed beyond repair.  Under the Terms and Conditions of the warranty an exchange was approved on the item that was non-repairable model ([redacted]).  However, as a gesture of goodwill we have agreed to exchange the remaining pieces models ([redacted] and [redacted]).  Mrs. [redacted] has been issued a credit up to the original amount she paid which was $2,499.99 to reselect a new furniture set.  Mrs. [redacted] may visit her nearest Conn’s location to initiate the exchange and schedule delivery.   If we may be of further assistance, Mrs. [redacted] may contact Customer Service Department at 1-877-358-1252. Kind regards,  Jana [redacted]

Thank you for the opportunity to respond to Mr. [redacted] additional comments. Mr. [redacted] has been contacted and we have come to a mutual agreement that has addressed his concerns.    Kind regards, Kathryn [redacted]

Thank you for the opportunity to respond to Mr. [redacted] complaint.  Our records show onJune 24, 2014, Mr. [redacted] purchased a ** French door refrigerator with a 48-month Repair Service Agreement.  Mr. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase;...

he also signed his invoice acknowledging that he received a copy of the Repair Service Agreement brochure and that he understood the coverage associated with the covered product.  Mr. [redacted] elected to have his refrigerator delivered; which was completed on June 25, 2014.   We researched Mr. [redacted] complaint and found prior to receiving his complaint there was two service calls on file.  August 3, 2015 Mr. [redacted] contacted us stating his refrigerator was not cooling.  A service call was scheduled and upon inspection the technician found the unit was working up to manufacturers’ specifications.  The second service call was set-up one year later on August 24, 2016.   Mr. [redacted] stated his refrigerator was not functioning properly.  After reviewing his service history; we confirmed repairs were completed onSeptember 13, 2016.  The technician replaced the duct ASM, multi main PCB ASM.  We show Mrs. [redacted] contacted us the following day stating the unit was not freezing.  We attempted to schedule Mr. [redacted] for service; however he indicated that he did not want to continue with service and stated he was bring the unit back to his local Conn’s. Mrs. [redacted] was advised an exchange or return was not approved at that time.   OnSeptember 15, 2016, the service department was notified by Mr. [redacted] that he had dropped off the refrigerator to our local Conn’s #061.  The store was contacted to schedule a technician however we were inform that when Mr. [redacted] dropped off the refrigerator it fell from the back of Mr. [redacted] truck which caused physical damage which is not covered under the Terms and Conditions of the Repair Service Agreement.  OnSeptember 16, 2016, Mr. [redacted] was contacted and informed that Conn’s could no longer offer service on his refrigerator and that the unit was non-repairable and not covered by warranty.    At this time we are unable to honor Mr. [redacted] request to credit his account or exchange his refrigerator.  We have included a photo copy of Mr. [redacted] refrigerator to confirm why the unit cannot be service and not covered under the Terms and Conditions of the Repair Service Agreement.   If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at1-877-358-1252.     Kind regards,     Jana [redacted]

Thank you for the
opportunity to respond to [redacted]’s complaint. Our records show on
[redacted], [redacted] purchased two 65” ** Smart television’s both with a
1-year limited manufacturer’s warranty; no additional coverage was purchased.
[redacted] elected to pick up both...

televisions from our Conn’s warehouse
located in [redacted].  [redacted]
signed his pickup slip acknowledging he received both televisions in good
order.
 We reviewed [redacted]
[redacted]’s complaint and found he contacted our service department on
[redacted] for service on one of his television. However; when asked to verify the
serial number associated with the unit that required service [redacted]
refused to provide the information stating the television was mounted on the
wall therefore; we were unable to create a service order. [redacted] contacted
service again on [redacted] stating half the screen on his television was not
showing the picture. A service appointment was originally scheduled for [redacted]
but after verifying the service location we found [redacted]’s television
was located at a place of business. A service representative contacted [redacted]
[redacted] to inform him that we are unable to service item(s) that are used
for commercial use as this void the contract therefore; the service order was
cancelled. As a gesture of goodwill, Conn’s agreed to send a technician to [redacted]
[redacted]’s business address to assess the reported damages on [redacted]. During
inspection the technician found the television’s panel was cracked which is not
covered under the Terms and Conditions of the manufacturer’s warranty and [redacted]
[redacted] did not purchase accidental coverage to cover the damage.
 We attempted to contact
[redacted] on several occasions ([redacted], [redacted] and [redacted]) to discuss
his concerns however; we have been unsuccessful. Although we are unable to
determine when the damages to [redacted]’s television occurred, Conn’s is
willing to exchange the television if [redacted] is able to provide the
serial number and original packaging associated with the television to verify
there is no physical damage.
 If we may be of further
assistance, [redacted] may contact Customer Service at
[redacted].
 
Kind regards,
[redacted]

Thank you
for the opportunity to respond to Mr. [redacted] complaint regarding a purchase
made under the name [redacted].  Our records show on 2/13/13, Mrs. [redacted] purchased a
Samsung high efficiency washer with a 48-month Repair Service Agreement and a
high efficiency dryer with a...

limited 1-year manufacturer warranty.  Mrs.
[redacted] elected to have her appliances delivered; we show on 2/18/13 Mrs. [redacted] signed acknowledging her
washer and dryer was received in good order.
We received
Mr. [redacted]’s complaint and found Mrs. [redacted] contacted our service department on 8/25/14; stating the washer was
leaking water.  After reviewing Mrs. [redacted]’s service history we found there
was a delay in getting the part needed for repair.  Therefore, Conn’s
agreed to exchange her washer; Mrs. [redacted] was given a credit of $799.99 which is
the original amount paid to re-select a new washer.  As of 9/29/14, Mrs. [redacted] has elected
model WT1201CV and was scheduled for delivery on 9/30/14.  We have confirmed
Mrs. [redacted] received her washer in good order.  We sincerely apologize to
Mrs. [redacted] for the experience and any inconvenience that has been caused as a
result of delay. 
 If we
may be of further assistance, Mr. [redacted] may contact Customer Service at [redacted]
 Kind
regards,
 
[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. We researched Mrs. [redacted]’s complaint and found that she was approved for Conn’s Retail Installment Loan for up to $2500 with a down payment of $520.00 Our records show on 11/18/16, Mrs. [redacted] purchased a [redacted]...

[redacted] sofa and recliner and also purchased a “sold as is” floor model [redacted] Queen bedroom furniture which consist of four pieces (headboard, footboard, rails and nightstand). Mrs. [redacted]’s delivery was scheduled for11/19/16; upon delivery, the living room furniture was accepted and signed acknowledging the items were received in good order. However; Mrs. [redacted] informed the delivery team that she no longer wanted the bedroom furniture and refused the items at the time of delivery. Mrs. [redacted] was informed that the bedroom furniture would be removed from her invoice and credited back to her account. Our records show the bedroom furniture was completed in error, however; we have canceled the items from Mrs. [redacted]’s invoice and processed a credit to her account. We ask to please allow 7-10 business days for the credit to post to the account. Our records show Mrs. [redacted] contacted our Customer Service Department on12/27/16 stating she returned all her merchandise and was told she would receive a refund for her down payment. Mrs. [redacted] was informed that we only showed she refused delivery of the bedroom furniture, however; she accepted delivery for the living room furniture. Mrs. [redacted] was also informed that the down payment of $520.00 was required during her initial purchase, therefore; we are unable to refund the down payment. In regards to the Conn’s property insurance, we show Mrs. [redacted] signed her contract agreeing to purchase insurance coverage with Conn’s. Mrs. [redacted] may fax a copy of her home/renters insurance declaration page to 1-855-593-5465 to have the property insurance removed and credited to her account. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
When I initially took the TV to get repaired it took them about three months for it to get "fixed" if the TV which I received with the crack panel was not covered under the insurance why was I not informed immediately then. Instead they kept my tv without contacting me until so much time has elapsed just for them to tell me " your TV is ready for pick up". Never was I told it was never fixed in the first place! It is horrible for me to receive a TV for the amount I have spent at Conns which was given with the crack panel and for the company to refuse to resolve this issue. I'm shocked at the type of service I am being given after being a loyal customer! 
Regards,
[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.  
  Thank you, for this reasonable outcome, looking forward to receive furniture that works. We will be going to the conn's store on [redacted], [redacted] .. this Monday or Tuesday to select another set of furniture, as it is stated the [redacted] sectional is out of stock. I hope this will be much smoother transition then previous experience, I did speak with conn's Rep today and system not showing credit at this time 10/21/2016. But I will take emails and show agreement made through the Revdex.com communication between us,Conn’s. Thank you for your assistance in this matter. Sincerely,[redacted]and[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. Since our previous response, Mrs. [redacted] contacted our service department on 6/24/16 stating her refrigerator is not cooling properly. A service appointment was scheduled for 6/30/16; during the inspection the technician informed Mrs. [redacted] that her vents were frozen from low temperature and she would need to allow the vents to defrost for 24-hours so the unit would cool properly; no repairs were required. We have no records showing Mrs. [redacted] has contacted our service department regarding any further issues since her unit was assessed on 6/30/16. At this time Mrs. [redacted]’s refrigerator does not meet the qualification for an exchange. Food loss reimbursements are only provided for covered failures to the merchandise therefore; a new food loss claim will not be processed at this time.     If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
These people are liars and  a fraud, We did not receive any copy of a contract until Feb. 18th. We have copies of this contract and the post mark date it was sent. As we stated all insurance documents were presented at the time we purchased this TV ,I told the sales clerk I did not want any extended warranty and I had a homeowners policy to cover the product. The sales clerk added the insurance any way, Thus bringing my payment and balance way beyond what was discussed. We never received a copy of any contract until Feb. 18th 2017 We can send that in as proof. Also on January 3rd I spoke to a rep. in the collection Dept. she sad after that payment posted on Jan.9th the contract would be re written and the monthly payment would go down to $100.00 per month. SHE LIED THERE, THAT NEVER HAPPENED. ALSO THE COMPANY SAID THERE WAS A 15% RESTOCKING FEE, DURING THAT 30 DAY RETURN PERIOD, tHEY SAID I SAID A FORM AGREEING TO SUCH, bUT AS OF THIS WRITING NO FORM HAS BEEN PRODUCED, tHEY LIED ABOUT THAT JUST TO GET OUT OF THAT 30 DAY RETURN PERIOD. THIS COMPANY IS A FRAUD, LIARS, CHEATS. THEY CONNED ME INTO KEEPING THIS PAST THE 30 DAY RETURN BY THREATNEING TO IMPOSE A 15% RESTOCKING FEE. NOW I DO NOT WANT TO DO BUSINESS WITH CROOKS, IHAVE THE ORIGINAL BOX THIS TV XAME IN ALLOW ME TO RETURN THIS TV AND KEEP THAT 100.00 AS RESTOCKING, I JUST DO NOT WANT TO DO BUSINESS WITH CROOKS. THEY ARE BOLD FACE LYING IF THEY SENT THOSE CONTRACTS ON DAY OF PURCHASE. WHY NOT GIVE THEM TO THE CUSTOMER AS OUTLINED BY THE LAW.
Regards,

Thank you for the opportunity to
respond to Mrs. [redacted] complaint. Our records show on 5/10/14, Mrs. [redacted]
purchased a Tempurpedic Queen mattress and box...

spring both with a 48-month
FurnitureGard Plan and receive a free 32” Haier television with her qualified
purchase.
 
We received Mrs. [redacted]’ complaint
and found on 10/15/14; we received a return authorization from the manufacture
to exchange her television. Our records show we did not have the television in
stock at the store location Mrs. [redacted] original made her purchase. We have
submitted a transfer request to have the unit available for pickup at the store;
the television will be available for pickup on 11/12/14. We sincerely apologize
for any inconvenience Mrs. [redacted] experienced as a result of delay.
 
 
If we may be of further assistance, Mrs. [redacted] may contact Customer
Service at [redacted]
 
 
Kind regards,
 
[redacted]

Thank you again for the opportunity to respond to Mr. [redacted]'s concerns regarding his accounts.  We placed a cease and desist on the telephone numbers associated with Mr. [redacted]'s accounts on March 23, 2015.  We asked that Mr. [redacted] allow 24 hours for the cease and desist to become active in our system.  According to our records, Mr. [redacted] has not received any additional calls after March 23, 2015. Thank you, Cheryle S[redacted]