Conn's Home Plus

On May 28, 2015 you provided the following
information:
 
Thank you for the opportunity to respond to [redacted] complaint.  We have researched and [redacted] complaint and
found his issue has been addressed and resolved.  Our records show on 5/25/15, a check...


request was submitted in the amount of $187.00 for the remaining balance of his
insurance credit.  We ask that [redacted] allow 5-7 business days to receive
his refund check.  We sincerely apologize to [redacted] for the experience
and any inconvenience that has been caused regarding this matter.   
 
If we may be of further
assistance, [redacted] may contact our Customer Service at [redacted]
 
Kind regards,
Kathryn [redacted] [redacted]

Thank you for the opportunity to respond to [redacted]
complaint.  Our records show on 4/16/15, Mrs. [redacted]
purchased a...

[redacted] high efficiency washer and dryer with a (24-month Repair
Service Agreement) on both units.  After further research we found there
was a delay with completing [redacted] delivery due to the items being
delivered at a new address which was not listed on her invoice and [redacted] not being available; however as of 4/20/15 [redacted]
received her washer and dryer.  [redacted] signed her delivery ticket
acknowledging her washer and dryer were delivered and received in good
order.  We sincerely apologize to [redacted] for the experience and any
inconvenience that was caused as a result of the delayed delivery.
 
If we may be of further assistance, [redacted] may contact our
[redacted] Department at [redacted].
 
Kind regards,
 
[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments.  We researched Mrs. [redacted]’s complaint and found her issue has been addressed and resolved.  We show there was a scheduling conflict which delayed the process of picking up Mrs. [redacted]’s washer and dryer; however as of10/15/15 both units have been returned and a credit of $2,332.70 was processed to Mr. [redacted]’s Conn’s account.  We sincerely apologize for any inconvenience Mr. [redacted] & Mrs. [redacted] experienced during this process.       If we may be of further assistance, Mrs. [redacted] may contact our Customer Service at [redacted].Kind regards,Jana A[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
Complaint Type:Contract IssuesselectProblem:On 11/20/2016 I purchased a washer, dryer, television, and bed from Conn’s. Since that date, I have experienced nothing but issues/misleadings/inconvenience in my dealings with Conn’s. Now their conduct has become blatantly fraudulent and is impacting me financially. I am requesting assistance with: 1) Having them credit my account for the following ($388.66 in total): a. Next-day delivery charges that I paid for our washer, dryer and bed, totaling $79.99. I. Due to their failure to update my phone number, despite my repeated requests to their incompetent sales rep Mark [redacted] at the time of purchase, they failed to deliver the items next day as I had paid for. When the items were finally delivered several days later, they delivered a bed frame to us in error. We then had to accommodate their delivery personnel a second time so that they could retrieve the bed frame. b. Property insurance totaling $293.67 I. I informed sales rep Mark [redacted] that we already had renters’ insurance and did not need their insurance. Nontheless, he charged me for property insurance. I did not realize this at the time of purchase. Dealing with Mark [redacted], who had only been employed with Conn’s for less than a week at the time, was a very tedious and time-consuming process. We were there for approximately 3 hours, which was excessive given that we already knew what products we wanted when we walked in the door. We wanted to purchase a washer/dryer that were moderately priced; we were clear with Mark that we did not need the “latest and greatest” products that he kept trying to direct us to. Once we had made our selections, Mark told us that those items were not in stock. So we went back and looked at the washers/dryers again, and selected products that were slightly higher in price. Only to be told by Mark that those items were not in stock either. That went on for approximately 45 minutes; it was obvious that Mark was trying to get us to purchase the more high-end washers/dryers, to increase the commission he would make from us. This became very frustrating, so I told Mark that we would cancel our entire purchase, as the washer/dryer were the critical items that were in immediate need, and that we literally did not have space in our laundry room for the items he was trying to get us to purchase. Then, miraculously, Mark and his manager (Adam, I believe was his name?) re-checked their systems and found that the washer/dryer that we originally wanted were in stock after all. After being at their store, and watching Mark fumble and attempt to misguide us for 3 hours, we were very anxious and eager to complete our purchase so we could go home and get on with life. Mark shoved an Ipad into my hands and quickly skimmed over the various places I was required to initial. I told him that we did not need property insurance on these items, so out of good faith in Mark’s intentions, and so that we would be done with the process, I signed the purchase agreement without noticing that Mark had applied property insurance totaling $293.67 to our purchase. I believe this was a deliberate tactic to wear us down by making the entire process as tedious as possible, so that we would be fatigued by the time we were at the point of completing the purchase and would not question whether or not Mark had applied any fraudulent charges to our purchase at their profit. To top matters off, after we had completed our purchase and left the store to return home, I received a phone call from Mark stating that he forgot to have us sign a particular form and that we needed to return to the store. This was a terrible inconvenience that we endured due to Mark’s incompetence; we were already 15 minutes away from the store when Mark called us, and had to battle Sunday afternoon traffic to return to the store after we had already been there for approximately 3 hours. c. Late fees totaling $15.00 I. Due to the incompetence of Mark [redacted], it appears that Conn’s never updated our address in their systems. That resulted in my never receiving the payment booklet containing my account number required to make a payment to my account. My first payment was due 12/20/2016; it took approximately 3 weeks of circular e-mails with their technical support staff, and a complaint with the Revdex.com, before anyone provided me with my account number so I could make a payment. On 1/6/2017 they informed me via e-mail (attached) that they had no record of my account being set up, and that I should check back in a few weeks. I have since made my first payment, but they charged me a $15.00 late fee. This was due to their error, not mine, as my account was not even set up at the time that my first payment was due. Their website offers very little information on my account, so I fear that they may have removed the 0% financing for 12 months due to my not making my first payment on time. Again, this was due to their error, not any omission on my part. To the contrary, I spent several weeks dialoguing with them in an effort to make a timely first payment. 2) Repair/replacement of my dryer. a. I purchased a service agreement (see attached) on the dryer. On 1/22/2017, the dryer caused a fuse to blow after running for approximately 15 minutes. When I tried to re-start the dryer, the start button came off rendering they dryer completely inoperable. I reported this to Conn’s on 1/22/2017 and requested service on the defective item they sold me. They have since closed my service ticket (see attached) without sending anyone to repair/replace my dryer. I don’t understand how they can blatantly deny their obligation to service my dryer, since I purchased the service agreement with them. Please help me as I have no further recourse with Conn’s in addressing these items. They are guilty of consumer fraud.TranslateDesired Resolution / OutcomeDesired Resolution:Other (requires explanation)selectDesired Outcome:I would like 1) a billing credit of $388.66; and 2) replacement dryer delivered within 5 business days of this complaint submission.

Thank you for the opportunity to respond to [redacted]’ complaint.  Our records show on 11/22/14, [redacted] purchased a [redacted]” media chest with a limited 1-year manufacturer warranty.  [redacted] did not purchase...

additional [redacted] Coverage and elected to pick up her media chest from the local warehouse in Houston, TX; signed acknowledging her media chest was received in good order and that an exchange or concession would not be authorized for damages discovered after the model leaves the warehouse of store. [redacted] contacted our service department on 11/25/14 three days after picking up her media chest; stating the unit doors were uneven.  A service call was scheduled for 11/29/14; during the inspection the serviceman found the media cabinet frame was broken in half and appeared to have been dropped on concrete.  We contacted [redacted] on 12/05/14 and informed the damages reported were not covered under the Terms and Conditions of the manufacturer warranty.  Therefore, we are unable to honor her request to return/exchange the media chest.        If we may be of further assistance, [redacted] may contact our Customer Service Department at[redacted].  Kind regards,  Kathryn J[redacted]

Thank you for the opportunity to respond to Ms. [redacted] complaint.  Our records indicate that on 1/22/15 Ms. [redacted] purchased a [redacted] Initiative Firm King and two King Twin Xl Box springs, each with a 48- month FurnitureGard Repair Service agreement.  She also received a copy of the...

Return and Exchange Policy at the time of purchase.  Our Return and Exchange Policy states: No returns or exchanges on furniture.  If your product fails while under manufacturer’s warranty or Conn’s FurnitureGard Service Plan, Conn's Factory Authorized Service will repair your product according to these warranties.  Ms. [redacted] also signed her invoice acknowledging that she received a copy of the Return and Exchange policy. On 1/23/15 Ms. [redacted]’s furniture was delivered as promised. 1.       After reviewing Ms. [redacted] complaint, we show that on Ms. [redacted] contacted us on 3/1/17 stating that her mattress was sinking in the middle. A service call was scheduled for 3/8/17. Our service report and photo's indicates multiple stains throughout the mattress and only a 1/2 inch body indention. Unfortunately, body impressions less than 1.5 inches are not covered. As outlined the [redacted] warranty terms and conditions, warranty coverage may be denied if the sleep set exhibits stains or soiling of unknown origin. Allowing water or other liquids to penetrate the mattress may damage the layers of upholstery, which voids the warranty. At this time we will not be able to honor Ms. [redacted]’s request due to the damages not being covered.  If we may be of further assistance, Ms. [redacted] may contact our Customer Service Department at1-877-358-1252.  Kind regards, Kristal [redacted]

Thank you for the opportunity to
respond to Mr. [redacted]’s complaint.  Our records show on 11/19/14, Mr.
[redacted] purchased a Somerton (West Ave) dinette set which consisted of six...

pieces;
(table top, table base, (4) chairs) with a 48-month Furnituregard Plan on all
six pieces.  Mr. [redacted]’s signed invoice indicates at the time of purchase
he acknowledged he was provided a copy of the Furnituregard Plan brochure and
that he understood the coverage associated with the product.  Mr. [redacted]
also signed acknowledging he received a copy of the Conn’s Return and Exchange
Policy which states: No
Returns or Exchanges on: Furniture, mattresses, décor & accessories unless inspected by a Conn’s Service
Technician and found to have a manufacturer’s defect.  Mr. [redacted] elected to have his dinette set delivered; we show
Mr. [redacted] signed his delivery receipt acknowledging his dinette set was
delivered and received on 11/21/14 in good order.  Mr. [redacted]’s
signature on his delivery receipt acknowledges he thoroughly inspected his
dinette set for damages for an exchange or price concession would not be
authorized for damages after the delivery.
 
After
researching Mr. [redacted]’s complaint we did not find where he has attempted to
contact us regarding this matter prior to receiving his complaint.  We
also have no records showing Mr. [redacted] has contacted our service department regarding
an issue with his dinette set.  If Mr. [redacted] is in need of service he may
contact our service department at 1-855-266-6349 to schedule an appointment. 
Although, Mr. [redacted] does not qualify for an exchange; Conn’s is willing to
continue with any covered repairs under the Terms and Conditions of the
Furnituregard Plan.
 
If we may be of further assistance, Mr. [redacted] may contact
our Customer Service at 1-877-358-1252.
 
Kind regards,
 
 
Jana [redacted]

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

TV stand from our [redacted] Clearance Center.   After further review, Conn’s has agreed to
honor [redacted]. [redacted] request
to return the TV stand and dishwasher.  We
confirmed the installer was unsuccessful in his attempt to complete the
installation.  [redacted]. [redacted] has been
contacted and is aware of the approval. 
A delivery team is scheduled to pick up the items [redacted].  Once returned a full refund in the amount of
$[redacted] will be applied to close [redacted]. [redacted]’ account. We sincerely
apologize to [redacted]. [redacted] for any inconvenience this experience may have
caused.
 
If we may be of further assistance, [redacted]. [redacted]’
may contact customer
service at [redacted].
 
 
Kind regards,
 
[redacted]

Thank you for the opportunity to respond to [redacted]
complaint. Our records show on **/12/14, [redacted] purchased a [redacted] mattress with a 48-month FurnitureGard Plan. [redacted] signed her
invoice and delivery ticket acknowledging she received a copy of Conn’s...

Return
and Exchange Policy and she her mattress in good order on **/18/14.
 
We received [redacted] complaint and found she contacted our service
department on two separate occasions regarding her mattress.
·        
On **/23/14- [redacted]
called for service stating she could feel the spring when lying on the
mattress. A service appointment was scheduled on **/01/14; upon inspection [redacted] found ½” body impression on the left side and center of the mattress
which is normal based on the manufacturer’s specifications.
·        
On**/17/14- [redacted]
called for service for the same issue and requested a different [redacted] to
re-assess her mattress. A service appointment was scheduled for **/21/14
however; [redacted] vehicle broke down and we were unable to find another technician
within [redacted] area.  We attempted
to re-schedule another appointment however; [redacted] declined further
service and requested to return the unit.
 
Although Conn’s has a No Return or Exchange Policy on mattresses,
we were able to confirm that [redacted] was advised of the [redacted] comfort guarantee
in error.  Therefore; as a gesture of
goodwill Conn’s has agreed to honor [redacted] request to return her
mattress due to the incorrect information she received regarding Conn’s Return/Exchange
Policy. [redacted] may visit her nearest Conn’s to return the mattress. Once
we confirmed the mattress was returned in good order, we will process the
credit towards her account; no further credit is due at this time. We sincerely
apologize for any inconvenience [redacted] experienced during this process.
If we may be of further assistance, [redacted] may contact us at
###-###-####.
 
Sincerely,
 
[redacted]

Thank you for the opportunity to respond to Mrs.
[redacted] concerns regarding her accounts.  Mrs. [redacted]
stated she was offered gift cards by the sales associate in the store as well as
a price match. 
 
According to our records, Mrs. [redacted] signed a 30-month
retail...

installment contract on April 18, 2015 and a 32-month retail installment contract on
April 19,
2015. 
Although Mrs. [redacted] credit did not qualify for
the 24-month no-interest financing promotion, both of these signed contracts
qualified for our 12-month no-interest financing promotion. 
 
Conn’s does not offer gift card incentives to our
customers for referrals or for survey results.  These
concerns are being addressed with members of management as well as with the
store associates. 
 
We value Mrs. [redacted] as a customer and sincerely
apologize for any inconvenience she has experienced due to this
matter.  We are sending her a $25 Conns gift card due to the
misunderstanding.  Thank you,Cheryle S[redacted]

Thank you for the opportunity to respond to [redacted]
complaint regarding a purchase under the name [redacted].  Our records
show on 
Roman";color:darkblue">2/14/12, [redacted] purchased a [redacted] 80” LED TV (with
a 49-month Repair Service Agreement).  [redacted] elected to have his
television delivered; [redacted] signed acknowledging his television was
received in good order.
 
[redacted] contacted our Service Department on two separate occasions
regarding his television. 
·         On 9/08/14, we were contacted
regarding his television was not connecting to the WiFi and the volumes down on
its own.  A service call was scheduled; after the inspection the service technician
ordered a main board and WiFi module. 
The technician reported on 9/16/14, he replaced the main
board and WiFi module; tested the television and the unit tested ok.
·         On 9/25/14, we were contacted by [redacted] stating the audio connector was broken.  A service call was
scheduled; during the inspection the technician confirmed the audio connector
was broken from the main board.  The service
technician attempted to order the parts; however the main board was no longer
available. 
 
An exchange request was submitted under the Terms and Conditions
of the Repair Service Agreement on 10/18/14.  [redacted] was issued a credit up to the original amount paid which was $4,499.99
due to the original television not being available.  On 11/26/14, [redacted] elected model [redacted] which was $500.00 more than
the approved credit given and a 49-month Repair Service Agreement priced at
$649.99; [redacted] financed the difference of $1,244.86 with Conn’s Credit on
a 12-month Cash Option Term.
 
After researching [redacted] complaint we are unable to confirm
what happened to the audio connector however; we did confirm it was attached to
the main board that had been previously serviced.  We spoke with [redacted] on 12/15/14,
regarding her concerns.  We offered to
cancel the warranty on [redacted] new television and issue her a refund to
her account.  Then transfer the warranty
from the [redacted].  [redacted] rejected the offer to ensure she had coverage until 2018.  She requested a refund of the $500.00
difference that was paid toward her new television.  Conn’s has agreed to honor her request; and the
credit has been processed and will post to [redacted] account within 3-5
business days.
 
Sincerely,
 
[redacted]

Thank you for the
opportunity to respond to Mrs. [redacted]’ complaint. Our records show on
12/20/14, Mrs. [redacted] purchased a 70” [redacted] television with a 49-month Repair
Service Agreement Plan and a [redacted] television stand with a 1-year
limited manufacturer’s warranty. Mrs. [redacted]’...

delivery was scheduled and
received on 12/22/14 in good order.
We received Mrs.
[redacted]’ complaint and found she contacted our customer helpdesk department on
12/29/14 stating she received her TV stand from Conn’s delivery team already
assembled except for the shelves and when she went to insert the shelves they
did not fit. Mrs. [redacted] informed the representative that she spoke to the
store manager regarding her issue however; she has not been able to get a
resolution. Our records show our delivery team went back to Mrs. [redacted]’
residence on 12/30/14 to properly install the shelves. On 1/19/15, we contacted
Mrs. [redacted] to confirm if her issues were address; we spoke to Mr. [redacted]
who stated the delivery team was able to use additional screws to install the
shelves on the stand.
As a gesture of
goodwill, Conn’s agreed to submit a $50 gift card to Mrs. [redacted] for her inconvenience;
please allow 7-10 business days to receive.
If we may be of
further assistance, Mrs. [redacted] may contact us at 1-877-358-1252.
 
Sincerely,
 
Kathryn J[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,
The action that was taken to repair the refrigerator was finally done - now noise has started - and I have called again for a second repair. The attached file has note and correspondence with both Conn's and [redacted].  Currenlty waiting on reimbursement of food claim - covered by extended warranty - and additional repair.

Thank you for the
opportunity to respond to [redacted] additional comments. We researched
[redacted] complaint and found her dining set was cancelled from her
invoice and refunded due to the table top was no longer available. We apologized
for the miscommunication regarding the availability of this product and appreciate
[redacted] for bring this matter to our attention and will address this
issue with all parties involved to ensure this does not happen in the future.
 
We confirmed that [redacted] was not charged the delivery fee of $139.99 and the $180 price
concession that was offered was applied to her account on 4/29/15. We have no
record that [redacted] has contacted our service department regarding any
issues she is experiencing with her furniture. If [redacted] is in need of
service, she may contact our Service Department at [redacted]. Again, we
sincerely apologize for any inconvenience [redacted] experienced during
this process.
 
 
If we may be of further
assistance, [redacted] may contact Customer Service at [redacted]
 
 
 
Kind regards,
[redacted]









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I would like to get reimbursed for one day of work for me and one day for my [redacted] I would like CONNS to take off this months payment. I am having to go to the laundromat every few days because I have 4 boys. At $[redacted] a visit it is getting too expensive for us. I need to be reimbursed for those...

visits. Finally I need a new dryer. It is not even 2 months old and three major parts broke!! I would like a dryer replacement.

Thank you again for the opportunity to respond to Ms. [redacted]'s concerns.  As stated in our previous response, Conn’s is working diligently to resolve the issue and close Ms. [redacted]’s account.  We have taken measures to prevent collection attempts while we are in process of closing the account. Again, Conn's values Ms. [redacted] as a customer and sincerely apologizes for any inconvenience she experienced due to this matter.

Thank you for
the opportunity to respond to [redacted] concerns regarding her
account.  [redacted] stated her account
was supposed to be interest free; however, interest has been added to her
account.
 
According to
our records, [redacted] signed a 32-month retail...

installment contract on
September 26, 2014.  The contract did not
include our 12-month no-interest financing offer.  Although the
product purchased may have qualified for the 12-month no-interest financing
promotion, [redacted] credit did not qualify at the time of purchase. 
 
We are unable
to honor [redacted] request to remove the interest from the account.  We have included a copy of Ms. [redacted]
signed retail installment contract for her records. 
 
We value [redacted] as a customer and appreciate her brining her concerns to our
attention.  Thank you,Cheryle S[redacted]

Thank you for
the opportunity to respond to Ms. Trevino’s concerns regarding account [redacted].  Ms. Trevino stated she accepted an offer to
refinance her accounts, but continued to receive collection calls.
 
According to
our records, Ms. Trevino accepted an offer to...

refinance her accounts on March
16, 2016.  The refinance retail
installment contract was emailed to her on March 19, 2016. She requested
additional changes and a new contract was emailed to her on March 24,
2016.  We received the signed retail
installment contract on April 4, 2016.  The
contract was processed and the new account was established on April 11,
2016.  No additional collection efforts
were made once the completed contract was received.  Ms. Trevino’s next payment on account
[redacted] is due on April 24, 2016 in the amount of $82.97.
 
We received a
copy of Ms. Trevino’s renter’s insurance policy on April 5, 2016.  The contract was already in process and could
not be modified at that time.  We are in
the process of removing the property insurance from Ms. Trevino’s
accounts.  We ask that Ms. Trevino please
allow 10-14 business days for processing. 
 
Conn’s values
Ms. Trevino as a customer and appreciates her for bringing her concerns to our
attention.  Thank you,Cheryle S[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.  
 









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So according to conns they say they sent slats to my house but never did. I have all the emails and not one of them say they were ordering slats for me. I have already looked into a  attorney and they will be handling this situation from here on out. Thanks