Conn's Home Plus Reviews (1644)
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Conn's Home Plus Rating
Address: 5704 E Independence Blvd, Charlotte, North Carolina, United States, 28212-0512
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[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
[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 again for the opportunity to respond to [redacted]'s concerns regarding her account. Conn's only makes one attempt to debit the funds from your checking account, as noted in your payment history that was attached for your records in the first response. It is the customer's responsibility to verify the funds availability before submitting a payment. The account was overdrawn before the Conn's payment processed, therefore, we are unable to refund any NSF fees you received due to the account balance. Your financial institution has the option to try to process the authorized payment you submitted up to four times. If you have concerns regarding the overdraft fees, you will need to consult your banker at your financial institution. Thank you, [redacted]
Thank you for the opportunity to respond to Ms. [redacted]’s complaint. As mentioned in our previous responses we no longer carry the [redacted] 3D Blu-Ray player she is requesting, the product has become obsolete. However we may happen to have a floor model at a different location, that she can purchase at the discounted price ($67.88). 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 [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 [redacted]s complaint.
We received [redacted]s complaint and found on */30/**; he purchased a [redacted]
washer with a *4-month Repair Service Agreement Plan and received delivery in
good order on */05/**. Our records show [redacted]s Repair Service...
Agreement
Plan with Conn’s expired on */05/1* however; he extended covera** on his washer
with [redacted].
Prior to [redacted]s first service call received on */*0/14; we
have no indications of any issues he experienced with his washer since the unit
was delivered. On [redacted]0/14; a representative from [redacted] contacted our service
department on behalf of [redacted]tating the washer makes a knocking sound at
the end of the rinse and spin cycle, the unit would not drain and the clothes
have a sour smell. A service appointment was scheduled on */*4/14; upon
inspection the technician checked the washer through each cycle and no problems
were found. On **30/14, another [redacted] representative contacted our service
department on behalf of [redacted] regarding his washer stating the unit was not
spinning. A service appointment was scheduled for */05/14; during the
inspection the technician found parts were needed for repairs. Once we received
the parts, [redacted] was scheduled for repairs on **/14/14; the technician
replaced the drum ASM rear tub and ASM motor and the unit tested ok. On **11/14; we received another call from [redacted] regarding [redacted]s washer
stating the unit was not draining. A service appointment was scheduled for */1*/14; during inspection [redacted] contacted [redacted] for assistance with
repairs and they recommended [redacted] run sanitized cycles and vinegar more
often for repair. Conn’s service technician was unable to resolve the reported
issue based on the manufacture’s recommendations and informed [redacted] to
contact [redacted] for further repair needs.
In regards to [redacted]s complaint regarding his stools, our
records show on */18/13; he purchased the [redacted] table top and base
and four [redacted] stools each with a 48-month [redacted] On */*9/14, [redacted] contacted our service department stating the finish was
coming off all stools and there were dents around all the legs. A service
appointment was scheduled for */05/14; upon inspection the serviceman found
nicks and scratches all over stools with areas fading from use. The serviceman offered
to fill and touch up all stools to repair however; [redacted] declined service
and requested an exchan**. [redacted] was informed that service would need to
continue under the Terms and Condition of the [redacted] On */18/14,
[redacted] contacted our service department again regarding the same issue with
all stools. A service appointment was scheduled for **/04/14; upon inspection
the serviceman found the finish flaking off the sides and tops of the stools.
The serviceman also notated that a small dog chewed the stretcher bars and he
explained that he was unable to sand down and refinish the stools. Based on the
serviceman’s finding and photos provided, the reported dama**s are not covered
under the Terms and Condition of the [redacted] Plan; please refer to
Section (15) What Is Not Covered.
Our records show on */*9/11, [redacted] purchased a [redacted] Theater system. At the time of purchase [redacted] purchased Conn’s
Property Insurance for $54.9* however; once we received his request to remove
the insurance after he provided a copy of his homeowners insurance, we credited
the balance towards his Conn’s account. [redacted]s account was paid in full
[redacted] of *01*; no insurance char**s were included when account was paid off. Also,
we show we received [redacted]s request to cancel the warranty on his [redacted] mattress and box spring he purchased on */04/14. On [redacted]0/14, we
submitted a request to refund the pro-rated amount of $145.*9 to his **
account.
At this time we are unable to honor [redacted]s request for an
exchan** on his stools or due to the reported dama**s are not covered by the
[redacted] may contact [redacted] at
###-###-#### for any further repair needs. We have included supporting
documents with our response.
If we may be of further assistance, [redacted] may contact us at
###-###-####.
Sincerely,
[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.
As proof of the obvious incompetence of Conn's staff, throughout their response they addressed me as [redacted] when clearly it states [redacted] on my contract and in this complaint. When I went to the store to process my replacement [redacted] The store manager actively avoided me and then instructed me to go home and return the following [redacted] Because "the supervisor of the exchange department had left for the day". I left and came back on [redacted] the [redacted], I received the same response and then the store manager walked off to sell a TV to another customer before telling me that I had to bring my lease as a proof of an address change because his "system won't allow a different address". When is the last time anyone had to bring a legal document such as a lease in order to process an exchange of a defective mattress? As I obviously could not get any assistance from anyone in the store coupled with a blatant disregard for the well being of myself or my [redacted], a complete lack of empathy and lack of ownership. I had to call customer service for the 17th time in three weeks. The customer care clerk responded and called the store. He then came back on line to say that the store manager was not cooperating and "did not want to take a loss" ( I recorded it). This is still the worst experience I have ever had on any purchase. And they still had the audacity to call me to make a payment on a product that I haven't been able to use for over a month.
Regards,
[redacted]
Thank you for
the opportunity to respond to [redacted] concerns regarding his
accounts. [redacted] stated he paid
off his accounts; however, one account that was included with his bankruptcy
was also paid off.
According to
our records, Mr. we received [redacted]...
[redacted] payment of $11,294.00. That amount was distributed between his
accounts to pay them off. In error, we
also applied funds to account #[redacted].
We are in the
process of refunding the overpayments on the accounts. [redacted] will receive a refund in the
amount of $2,611.15 from account $[redacted]5 and a refund in the amount of $1,254.25
from account #[redacted]. This is a total
refund amount of $3,865.40.
Please allow
10-14 business days for the refunds to process and be mailed out. We value [redacted] as a customer and
sincerely apologize for any inconvenience he has experienced due to this
matter. If [redacted] does not receive the refund checks, we ask that he contact us directly so we may track the checks for him. Thank you,[redacted]
Thank you
for the opportunity to respond to Mrs. [redacted] complaint. Our records show
on 3/21/15, Mrs. [redacted] purchased a [redacted] refrigerator and gas range
both with a 24-month Repair Service Agreement Plan. Mrs. [redacted] delivery
was scheduled for 4/15/15; during delivery it was...
found the range was damaged
on the side by [redacted] (our third party delivery team). Mrs. [redacted] was offered
and accepted a 20% price concession for the damage to the range which resulted
in a credit of $119.98 that was applied to her account on 4/17/15.
Our
records show Mrs. [redacted] later contacted our delivery department stating the
countertop was cracked during delivery; her information was forwarded to [redacted]
for further review. The manager from [redacted] sent a certified contractor to the
residence where the alleged damages occurred for evaluation. Based on the
contractor, the estimated cost to repair was $200.00 however; [redacted] offered the
property owner $250.00 due to the inconvenience. We contacted [redacted] and was
informed they have been in contact with the property owner in attempts to
resolve reimbursements for the countertop.
At this
time we are unable to honor Mrs. [redacted] request to return the range; she
was offered and accepted a price concession for the damages on the unit during
delivery. Please see documentation attached.
If we may
be of further assistance, Mrs. [redacted] may contact our C[redacted]omer Service
department at 1-877-358-1252.Kind regards,Dyeisha W[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]
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 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 the [redacted] furniture set which consist
of three pieces (sofa, loveseat and...
chair) and elected to purchase a 48-month
FurnitureGard Plan on all three pieces.
After
reviewing Mr. [redacted]’s complaint we found he contacted our service department
on 7/11/15 stating the seams are coming undone on all three furniture pieces.
Mr. [redacted] expressed his dissatisfaction with the quality of the furniture and
requested an exchange. However; Mr. [redacted] was informed that we will need to
have a serviceman assess all three furniture pieces to determine what further
actions are required. We show Mr. [redacted] was originally scheduled for 7/31/15
but was contacted by the service provider to scheduled a sooner date. We show
on 7/23/15, the serviceman inspected all three pieces and found parts were
needed to complete repair. Once the parts arrive, Mr. [redacted] will be contacted
to schedule installation.
Although
we are unable to honor Mr. [redacted] request to return his furniture for a refund;
we will continue with any necessary repairs that are covered under the Terms
and Conditions of the manufacturer’s warranty and FurnitureGard Plan.
If
we may be of further assistance, Mr. [redacted] may contact our Customer Service department
at 1-877-358-1252.Kind regards,Dyeisha W[redacted]
Thank you for the opportunity to respond to Ms. [redacted]’s Concerns regarding account [redacted]. Ms. [redacted] stated she did not want her accounts combined at the time of her last purchase. According to our records, Ms. [redacted] signed a 32-month retail installment contract on April 30, 2016. Ms. [redacted]’s balance on account [redacted] was combined with account [redacted] at the time of purchase. Due to the outstanding balance on account [redacted] being greater than $500.00 the balance had to be added on to account [redacted] in order to qualify for credit. Ms. [redacted] signed accepting the add-on balance. We have included a copy of Ms. [redacted]’s signed retail installment contract for her records. Conn’s is unable to separate the accounts, as the credit approval was contingent on the accounts being combined. Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention. Thank you, Cheryle [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 Mrs. [redacted]’s complaint. We researched Mrs. [redacted]’s complaint and found her issue has been addressed and resolved. We show Mrs. [redacted] has been contacted and the correct furniture piece ([redacted]) was delivered and received in good...
order on 8/19/15. Again, we sincerely apologize to Mrs. [redacted] for the inconvenience she experienced during this process. ...⇄ we may be of further assistance, Mrs. [redacted] may contact our Customer Service department at 1-877-358-1252. Kind regards, Jana A[redacted]Customer Relations
Thank you for
the opportunity to respond to [redacted] concerns regarding account #[redacted]. [redacted] stated he has received
collection calls on his account before the payment was due.
According to
our records, [redacted] signed a 32-month retail...
installment contract on
March 6, 2015. His first payment was due
on April 17, 2015. We placed a courtesy
call to [redacted] on April 14, 2015.
At that time [redacted] called back and requested that he does not
receive courtesy calls on his new account.
On April 15,
2015 a cease and desist was placed on the telephone numbers provided by [redacted]. It typically takes up to 24
hours for a cease and desist to process and remove the telephone numbers from
the system. According to account notes,
[redacted] has not received any additional calls since the cease and
desist was placed on his account.
We value [redacted] as a customer and appreciate him bringing his concerns to our
attention. Thank you,[redacted]
Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [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, Mr. [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. Mr. [redacted] has stated in the complaint: 1) The range was delivered damaged; 2) He contacted us to report issue with range, and the serviceman confirmed the unit was damaged; 3) He was advised he had to pay $93 to pickup unit; and 4) He is requesting to return the range for a full refund. Our investigation reveals that: 1) Mrs. [redacted] range was delivered and signed acknowledging the item was received in good order; 2) The delivery team returned to level the range, however; no damages were reported; 3) Mr. [redacted] declined to have the range inspected by a technician and was informed that he would be required to pay a 15% restocking fee to return the unit; and 4) We have agreed to return the [redacted] range. Our records show on 6/24/17, Mrs. [redacted] purchased a [redacted] electric range which comes with a 1-year limited manufacturer’s warranty. Mrs. [redacted]’ range was delivered and signed acknowledging the item was received in good order on 6/26/17. We researched Mr. [redacted]’ complaint and found that they contacted our delivery department stating the range was not leveled. Our delivery team returned to Mr. [redacted]’ residence the following day (6/27/17) and properly leveled the range. Our records show Mrs. [redacted] contacted delivery again that same evening stating that the top of the range was hot when the oven was being used, and smoke was coming out. We attempted to schedule a service technician out to assess the unit, however; Mrs. [redacted] declined and requested to return the unit. Mrs. [redacted] has been informed that an inspection would be needed to waive the restocking fee. We have received Mr. [redacted] credit card dispute and agreed to allow him to return the range. We attempted to contact Mr. [redacted] to schedule our delivery team to pick up his range however we were unable to reach him at the time. Mr. [redacted] may contact us at 1-866-765-1513. Conn’s values Mr. [redacted] as a customer and appreciates him for bringing this matter to our attention.
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 and resolved. Mrs. [redacted]’s complaint was escalated
to upper management and Conn’s has agreed to exchange her...
refrigerator.
Mrs. [redacted] was contacted and advised of her exchange approval; she was
issued a credit up to the original amount paid which was $899.99 to re-select a
new refrigerator. Mrs. [redacted] was advised to visit her nearest Conn’s
to initiate the exchange and schedule delivery. Again, we sincerely
apologize to Mrs. [redacted] for any inconvenience she has experienced during
this process.
In regards to Mrs. [redacted]’s property damage; she has been
informed a member from our Risk Management Team will be contacting her within
the next 24-48 business hours.
...⇄ /> If we may be of further assistance, Mrs. [redacted] may contact our
Customer Service department at 1-[redacted].
Kind regards,
[redacted]
Thank
you for the opportunity to respond to [redacted] concerns regarding account
[redacted]. [redacted] stated he was
given an extension on his account and the extension was not processed
correctly. He would like the account
fixed and the credit marks removed....
According to our records, [redacted] signed a 36-month
retail installment contract on [redacted]. He has
received a total of 4 extensions on the account for a total of 9 additional
months.
All extensions offered to [redacted] were processed
correctly.
We have attached a copy of [redacted] payment
history showing the extensions for his records.
We obligated to report factual information to the credit
bureaus; therefore, we are unable to remove credit marks [redacted] earned on
the account.
As of [redacted] the payoff amount is $[redacted]. Please note,
the payoff amount is updated daily. We ask that [redacted] call for an
up-to-date payoff quote on the day he plans to submit the
payment.
We value [redacted] as a customer and appreciate him
bringing his concerns to our attention. Thank you,[redacted]