Conn's Home Plus

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]








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Thank you for the opportunity to
respond to Mr. [redacted]’ complaint.  Our records show on 5/16/14, Mr. [redacted] purchased a ** high efficiency
washer...

and dryer.  Mr. [redacted] declined to purchase additional (RSA)
coverage on his washer and dryer.  Mr. [redacted] elected to have his
appliances delivered; we show Mr. [redacted] signed acknowledging his washer and
dryer was delivered and received on 5/17/14 in
good order. 
We show Mr. [redacted] contacted our
service department however we have been unsuccessful in our attempts to contact
him to install the parts that were needed to complete the repairs. At this time
Mr. [redacted]’ washer and dryer does not meet the qualifications for an exchange
under the Terms and Conditions of the manufacturer’s warranty.  Therefore,
we are unable to honor Mr. [redacted]’ request to return/exchange his washer and
dryer.  Based on the technician’s report the repairs have been completed
and both washer and dryer are working up to the manufacturer specifications.     
Service History is as follows:·        
6/13/14 Mr.
[redacted] contacted us; stating the washer was not spinning or draining.  We
attempted to contact Mr. [redacted] on 6/20/14,
6/27/14, 6/28/14,
and 6/30/14, to confirm his
appointment but due to no response his work order was cancelled.·        
8/10/14 Mr.
[redacted] contacted us; stating the washer was not spinning or draining.  A
service call was scheduled for 8/14/14;
during the inspection the technician found he was trying to wash an oversized
comforter that was too big for the machine.  The technician educated Mr.
[redacted] and informed him no problem was found and everything was working up to
the manufacturer specifications.·        
8/24/14 Mr.
[redacted] contacted us; stating the washer
was still not spinning.  A service call was scheduled; based on the nature
of the complaint the technician ordered a main and PCB board.  The parts became available on 9/12/14.  We attempted to contact Mr. [redacted] on 9/12/14, 9/13/14, 9/18/14, 9/19/14, and
9/20/14; however due to no response his
work order was cancelled.·        
8/24/14 Mr.
[redacted] contacted us; stating the dryer
was not working during the steam cycle.  During
the inspection the technician checked the dryer operating system and found the
vent was clogged.  The technician adjusted the dryer settings and advised
Mr. [redacted] to unclog the vent; the technician notated the dryer was working
properly. ·        
10/09/14 Mr.
[redacted] contacted us; stating the washer
was not draining.  The technician went to Mr. [redacted]’ residence to install
parts from previous work order; but Mr. [redacted] was not available and his service
was post pone.  We attempted to contact Mr. [redacted] to install parts needed
on 10/24/14,
10/25/14, 10/27/14, 10/28/14, and 11/07/14;
due to no response Mr. [redacted]’ work order was cancelled.·        
10/20/14
Mr. [redacted]
contacted us; stating the dryer was
not working.  Based on the problem description the technician ordered a
new PCB board.  The part became available on 11/12/14 and
Mr. [redacted] was scheduled for service on 11/17/14
to install the parts needed for the washer and dryer.  The
technician was unable to get passed the gate; he attempted to contact Mr. [redacted]
and was unsuccessful in those attempts.  The service department made
multiple calls to re-schedule on 11/19/14, 11/20/14, 11/21/14, 11/22/14, and 11/24/14;
however due to no response Mr. [redacted]’ service order was cancelled. ·        
11/29/14 Mr.
[redacted]’ work orders were re-opened for his washer and dryer.  A service
appointment was schedule; however at Mr. [redacted]’ request his service appointment
be re-scheduled for 12/19/14.  We
show on 12/23/14; the technician replaced and installed a new main board and
PCB board on the washer.  He also found the
vent pipe was crushed; the technician straightened out and adjusted the
unit.  After adjustments were made the technician tested the dryer and the
unit tested ok. If we may be of further assistance,
Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252. Kind regards, 
Jana
A[redacted]

Thank you for the opportunity to respond to [redacted]
complaint.  Our records show on 1/10/13, [redacted] purchased
a...

[redacted] queen mattress and a [redacted] queen box spring
with a (both with a limited manufacturer warranty).  [redacted] elected
to have her items delivered; we show on 1/11/13 [redacted]
mattress and box spring were delivered and installed on her existing bed frame.
We show [redacted] made another purchase on 7/21/13; she purchased a [redacted] queen mattress, a [redacted] queen box spring, and a [redacted] [redacted] queen bed frame (all with
a (limited manufacturer warranty).  [redacted] elected to pick up here
items from the local warehouse in [redacted]. 
 
We reviewed [redacted] service history and found the
manufacturer approved for [redacted] to exchange her [redacted] mattress
in February 2013.  [redacted] contacted us on 7/28/14; stating the [redacted] mattress was sinking in.  A
service call was scheduled; during the inspection the serviceman found the
mattress had a 1 ¼ inch body impression and the box spring was broken.  On 8/08/14, the manufacturer approved an exchange on her box spring; however
the mattress was up to the manufacturer specifications therefore the mattress
claim was denied.  On 10/03/14, [redacted] contacted
us again; stating her [redacted] mattress was sinking in and had a spring
sticking out.  A service call was scheduled; during the inspection the
serviceman found left side on mattress has a large yellow stain, the left
side on mattress shows a 1 ½ inch contour due to the box spring was bent, and
 reported he could also feel springs in the mattress that have
shifted.  The serviceman also noted the box spring left side top
border wire was bent down due to an improper frame and reported the bed frame
is too wide causing the box spring to warp.
 
At this time we are unable to honor [redacted] request to
return/exchange her [redacted] mattress; based on the serviceman’s
report her pre-existing bed frame is too wide for her mattress and box spring
which is causing the reported damages. 
 
 
If we may be of further assistance, [redacted] may contact our
Customer Service Department at [redacted].
  
 
Kind regards,
 
 
Jana A[redacted]

Thank you again for the opportunity to respond to Ms. [redacted]'s concerns regarding her account.  We have attached a copy of Ms. [redacted]'s payment history as verification that the concession has been applied to her account.  Again, we apologize for any inconvenience Ms. [redacted] has experienced in this matter.    Thank you, Cheryle [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
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,

According to
our records, Ms. [redacted] signed a 32-month retail installment contract on July
3, 2015.  Ms. [redacted] received free
delivery at the time of purchase.  On
July 4, 2015 Conn’s attempted to deliver the product; however, the product
would not fit through the door.  On...

July
5, 2015 the delivery was attempted once more. 
Our delivery team had to find an alternate way to bring the product into
Ms. [redacted]’s home, as it would not fit through the front door.  The delivery team had to hoist the sofa over
the balcony to get the product into the home. 
Ms. [redacted]’s patio table was damaged in the process and the sofa pillows
fell on the ground.  Ms. [redacted] received
compensation from delivery for the damaged table and new pillows were ordered. 
 
Ms. [redacted] was
offered a $100 gift card for her experience and received the gift card on
August 11, 2015 via FedEx.
 
We are unable
to reinstate the “cash-option” or remove the negative credit marks assessed on
the account as Ms. [redacted] has not made any payments on the account.  We are obligated to report factual information
to the credit bureaus and cannot remove negative credit marks assessed due to
payments not being made timely. 
 
Conn’s
respectfully disagrees that Ms. [redacted] was offered a 10% discount off her
purchase, as we have no record of a 10% discount being extended to Ms.
[redacted]. 
 
We value Ms. [redacted] as a customer and appreciate
her for bringing her concerns to our attention.Thank you,Cheryle [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)       That her bed was not installed correctly, and screws were missing; 2)       She contacted us to receive new screws and was told she would be required to purchase the items; 3)       She wants the hardware replaced, and a credit applied to her account.   Our investigation reveals that: 1)    Ms. [redacted] signed her delivery ticket acknowledging that her items were inspected and installed in good order; 2)    Ms. [redacted] contacted us six months after delivery requesting new screws and was informed that we do not provide additional screws; 3)    We are unable to honor Ms. [redacted]’s request as we do not offer additional hardware, and credit is not due at this time. No credit is due at this time   Our records show on 12/29/16, Ms. [redacted] purchased the [redacted] Bedroom furniture which consists of five pieces (headboard, footboard, rails, dresser and TV chest). We show Ms. [redacted] declined to purchase additional warranty coverage for repairs.   We researched Ms. [redacted]’s complaint and found that her items were delivered and she signed acknowledging they were inspected and received in good order on 1/7/17. As listed on the signed delivery receipt; “By signing below, you agree that you have thoroughly inspected your merchandise for damage. An exchange or price concession will not be authorized for damage discovered after delivery.”   Ms. [redacted] contacted our service department on 7/19/17 (6 months after delivery) stating she is missing screws from her bed. Ms. [redacted] was informed that we have no records showing that any issues were reported in a before July 19th and that we were unable to provide additional screws. Ms. [redacted] has been informed that the manufacturer’s warranty does not cover consumable items and she did not elect to purchase additional coverage to review further options.   At this time we are unable to honor Ms. [redacted]’s request to provide additional hardware as we do not supply these additional items.   Conn’s value 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 complaint. Our records show on 2/22/15, Mr.
[redacted] purchased the [redacted] living room furniture which...

consist of
three pieces (sofa, loveseat and recliner) and a [redacted] recliner
all with a 48-month FurnitureGard Plan. Mr. [redacted] signed his delivery
ticket acknowledging he received his furniture in good order and all items was
thoroughly inspected; no issues were reported at the time of delivery.
We review Mr. [redacted]’s complaint
and found he contacted our service department on 4/2/15 stating the cushions
were collapsing on the sofa and the recliner was not closing correctly. A
service appointment was scheduled on 4/22/15; during the inspection the
serviceman found the sofa and recliner was up to the manufacturer’s
specification. The serviceman reported no loss of resiliency was found with the
sofa and demonstrated the use of the recliner. Our records show on 5/4/15, Mr.
[redacted] contacted our service department on stating the backrest is sagging
and the cushions was sinking on the sofa and the recliner does not close all
the way. However; Mr. [redacted] refused to schedule a service appointment
therefore; the service order was cancelled. Mr. [redacted] contacted our service
department again on 5/21/15 regarding the same issue. Due to scheduling
conflict, Mr. [redacted] was scheduled for 7/1/15; during the inspection the
serviceman found the frame popped loose and the cushions was going flat on the
sofa and the recliner was hard to close. After reviewing of the serviceman’s
finding and photo’s, Conn’s approved an exchange only on 7/3/15 for the sofa
and recliner under the T&C’s of the manufacturer’s warranty. As of 9/9/15;
Mr. [redacted] has not initiated the approved exchange. We no longer have the
sofa and recliner Mr. [redacted] originally purchased therefore; as a gesture
of goodwill Conn’s has agreed to issue an exchange on all three pieces (Suffolk
sofa, loveseat and recliner) to re-select three different furniture pieces for
up to $2299.97.
Although we are unable to honor Mr.
[redacted]’s request to return the furniture for a refund; he may his nearest
Conn’s to initiate his approved exchange and scheduled delivery.
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] concerns regarding a Conn’s
account. 
 
According to
our records, Ms. [redacted] is not a signer on the account she is inquiring
about.  Conn’s has many data and privacy
measures in place when credit accounts are...

established.  We take the privacy and protection of our
customers’ information very seriously; therefore, we are unable to discuss the
account with anyone except the account holder. Thank you,[redacted]

Thank you for the opportunity to
respond to Mr. [redacted]s complaint. Our records show on 5/30/15, Mr. [redacted]
purchased the [redacted] dining furniture which consists of...

eight pieces
(table top, table legs and six chairs) and elected to purchase a 48-month
FurnitureGard Plan on all pieces. Mr. [redacted]s delivery was scheduled and
received in good order on 5/31/15.
We researched Mr. [redacted]s complaint
and found he contacted our service department on 6/10/15 stating the table top
has a hump on the wood and the varnish is coming off. Mrs. [redacted] also reported
the material was coming off the seat cushion of his chairs exposing the wood. A
service appointment was scheduled for 6/17/15, during the inspections the
serviceman found the table with several scratches and nicks and the vainer
lifting. The serviceman also reported that two chairs had fabric coming off.
After reviewing the serviceman finding and photos provided, Conn’s agreed to
issue an exchange for the table and order additional fabric and pads for the
two chairs. Mrs. [redacted] new table was delivered and received in good order on
6/24/15. Our records show prior to receiving the parts to repair the chairs,
Mr. [redacted] contacted our service department again on 7/1/15, stating the new
table he received is doing the same as the previous table.  Instead of sending a serviceman out to
reassess the table, on 7/2/15 Conn’s agreed to issue an exchange only under the
Terms and Condition of manufacturer’s warranty to re-select and also included
all six chairs as a gesture of goodwill. Mr. [redacted] received a store credit in
the amount of $820.00 (which is the original amount paid) to re-select any
furniture prices.
We attempted to contact Mr. [redacted]
on 8/31/15 to discuss his concern but we were unsuccessful and left a voice
message to return our call. After further reviewing Mr. [redacted] service history,
Conn’s has agreed to return the dining set an issue a full refund. Mr. [redacted]
is currently scheduled to have his item picked up by Conn’s delivery team on
9/1/5. Mr. [redacted] may visit his nearest Conn’s to process the refund back to
the [redacted] Card used to make his initial purchase. We sincerely apologize for any
inconvenience Mrs. [redacted] experienced during this process.
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 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]

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]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our record show on 3/12/17, Mrs. [redacted] purchased a [redacted] washer and dryer and two pedestals. On 3/13/17, Mrs. [redacted]’s items were delivered and signed acknowledging as received in good order; no issues were...

reported. The delivery team did notate that they were unable to move the units into the washroom and install due to the faucet was leaking. Therefore; the units were left in the kitchen until leaks were corrected and would be installed by someone other than Conn’s. After further research we show Mrs. [redacted] contacted our service department on3/21/17 stating the washer is making a squeaking noise. A service appointment was schedule with the manufacturer on 3/27/17; the technician reported the issue was due to the pedestal being damaged which is not covered under the Terms and Conditions of the warranty. It was also observed that someone other than Conn's had moved the washer from the kitchen into the laundry room.  Although the damages to the pedestals were not covered under warranty, Conn’s agreed to exchange the pedestal in attempts to resolve this matter as a gesture of goodwill. Our records show as of 4/5/17, Mrs. [redacted] new pedestal was delivered in good order. We have no further records showing that Mrs. [redacted] has contacted our service department regarding any further issues. If we may be of further assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252  Kind regards, Dyeisha [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] complaint.  Our records show on 4/13/14, [redacted] purchased an [redacted] which comes with a limited 1-year
manufacturer warranty that expired on 4/13/15; [redacted] also
purchased a 25-month Repair Service Agreement w/Accidental Damage for
his [redacted].  [redacted]’ signed
invoice acknowledges at the time of purchase he was provided a copy of
the RSA & ACCIDENTAL DAMAGE brochure and that he understood the
coverage associated with the product. 

 
We researched [redacted]’
complaint and found he contacted us on 8/18/15; stating the [redacted] not
functioning properly.  Based on
the problem description we suggested for [redacted] take his [redacted] into
service.  [redacted] was received
on 8/20/15; the technician inspected the unit and found it had a bad
motherboard which was causing the [redacted] to freeze and shutdown.  Therefore, an exchange request was
submitted and approved on 8/21/15 under the Terms and Conditions of the
Repair Service Agreement.  [redacted] was issued a credit up to the original amount paid which was
$429.99 to re-select. 
 
Although, we are unable to
honor [redacted] request for an even exchange; as a gesture of goodwill Conn’s is willing to offer [redacted] a $50.00 gift card to use towards the new purchase.  If [redacted]
declined to re-select; he may receive a refund in lieu of the exchange
under the Terms and Conditions of the Repair Service Agreement or [redacted] may choose to receive a store credit to re-select any (1) item
up to $429.99 under the Terms and Conditions of the Repair Service
Agreement.  Please be mindful
choosing this option will fulfill the warranty and will not be refunded
or transferred. 
If we may be of further
assistance, [redacted] may contact our Customer Service department at
1-877-358-1252.
 
Kind regards,
 
Jana A[redacted]
Customer Relations









           




 



















9/6/2015






Complaint

After having a queen mattress and box spring for over 8 years with no problems just old we were visiting this store not there for a mattress but they're having a managers sale on a queen set as is so we decided that the price looked right for the set. We take it home and set it up with our brand new...

bedding and it's looking really good and comfortable. After a week my wife developed this rash on her arms and eventually I did too. We kept trying to figure out what was biting us and this went on for a while until one night I was watching TV in bed and called my wife from downstairs and told her I killed a bug in the bed and we ignored it until it happened again when I saw bugs crawling on the bed and I called her again so that she could see them crawling on the new comforter, so we took all the bedding off and threw it away put clean bedding on and the same thing happens, so we look up bed bugs to see what they looked like and my wife took a picture of what was found in the bed and they were bed bugs so I called customer service and explained what was going on and they told me they didn't cover infestation and that my claim had been resolved via an email so I was to call and see what the resolution was so I did and they told me there was nothing that they could do. I was very upset with them and told them I was having to pay for something that I couldn't use mind you I just paid the second payment and have quite a few more to pay. I also told them that I would continue to pay only because I didn't want to mess up my credit but that I would take the mattress set and leave it at the door and they could dispose of it. Now we're forced to put our old set back on our bed so we can sleep back in our bedroom and not in our guest room good thing we had stored it and not disposed of it. No one told me when I bought the set that bed bugs was a possibility. I certainly wouldn't have purchased it had I known. I think it should be against company policies to sell floor models because of this possibility. I have purchased several items from Conns over the years and right now I'm very displeased with this store, customer service and the resolution. This account will be paid off and closed never to purchase another item from Conns.







Consumer Business Dialog

Thank you for the opportunity to
respond to Mrs. [redacted]’s complaint. Our records show on 7/14/15, Mrs. [redacted]
purchased the Element Henley Eggplant furniture set which consist...

of two pieces
(sofa and loveseat) and elected to purchase a 48-month FurnitureGard Plan on
both pieces.
After further reviewing Mrs.
[redacted]’s service needs, Conn’s has agreed to process an even exchange her sofa
and loveseat. We attempted to contact Mrs. [redacted] on 8/10/15 to notify her of
the approved exchange however; we were unsuccessful a left a voice message to
return our call. Mrs. [redacted] may visit her nearest Conn’s location to initiate
her exchange. 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]

The [redacted] is advertised as heavy grain leather Seating which ismanufactured and produced for Conn’s with TOP
GRAIN GRADE 20 LEATHER on all front facing pieces (seat front, seat back,
pillowtop arm, arm front panels, chaise footrest) and VINYL match on outside
arms & backs.Please see the information tag that was provided in our previous response. Kind regards,Kathryn J[redacted]

Thank you for the opportunity to respond to [redacted]’s dispute.  We
researched [redacted]’s concerns and found it has been resolved.  
Our records show on 
Narrow","sans-serif";
mso-fareast-font-family:"Times New Roman";color:darkblue">[redacted], [redacted]’s [redacted] recliner was returned and
a credit of $[redacted] was processed to his account. We sincerely apologize to
[redacted] for the experience and any inconvenience that has been caused
regarding the return of his recliner.
If we may be of further assistance, [redacted] may contact our
Customer Service Department at [redacted]. 
 
Sincerely,
 
[redacted]








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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 received a delivery email confirmation at 8:49 pm Thursday, December 8, 2016. The delivery was scheduled for Friday October 10,2016 (1:00pm-4:00pm). Conn's scheduled a delivery without any authorization from me. They also left me with less than 24 hours notice to make sure I could miss work to accept the delivery. Due to the continued lack of communication and poor customer service I feel I am justified in asking for my original request, which is to terminate the contract and for Conns to pick up the original washer and dryer. I am not open to an exchange. I shopped at Conns in good faith and they have not treated me respectfully and professionally. I've yet to receive an apology and I feel continuing a relationship with Conns will cause more undo stress and frustration.
[Provide details of why you are not satisfied with this resolution.]
Regards,

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.  
  What I don't understand is, if y'all are offering a 10% discount if we keep the junk, then y'all are agreeing that it's somewhat your fault for something that went wrong, BUT, if I return the product and pay 15%, then I get nothing out of this at all. I still wanna return it, but I find it quite annoying how your customer service doesn't help someone who is a potential returning customer who has spent THOUSANDS of dollars there. In the past when purchasing items, I've never once heard of this new policy of restocking fees. There should definitely be a new sheet In returning customers contract work, due to the changes being made and us not being aware of it. Anyway, why is it that when I called the number provided, to have this item returned, that no one bothered mentioning to me that I must pay the store. Even more of miscommunication and poor customer service. I need someone to call me and get paid over the phone for the restocking fee that y'all insist being paid on.