Conn's Home Plus

Thank you for the
opportunity to respond to [redacted]. [redacted]’s complaint.  Our records show on[redacted], [redacted]. [redacted]
purchased a [redacted] computer with a 25-month repair Service
Agreement w/Accidental Damage coverage.  [redacted]. [redacted]’s signed invoice
indicates at the time of...

purchase she acknowledged she was provided a copy of
the RSA & ACCIDENTAL DAMAGE brochure and that she understood the coverage
associated with the product.  [redacted]. [redacted] elected to pick up her
computer from our [redacted], TX location; [redacted]. [redacted] signed acknowledging her
item was received in good order.
 
We received [redacted].
[redacted]’s complaint and she contacted our service department on two separate
occasions dated from [redacted] through [redacted] regarding her computer; stating the unit was not booting up and
keyboard was not syncing with the unit.  After reviewing [redacted]. [redacted]’s
service history we found [redacted]. [redacted]’s computer was deemed uneconomical to
repair, therefore Conn’s agreed to exchange her computer.  [redacted]. [redacted]’s
exchange was approved on [redacted]; she was issued a
credit up to the original amount paid which was $[redacted] to select a new
computer because the original model was no longer available.  [redacted].
[redacted] initiated her exchange on[redacted] she elected a [redacted] notebook model
([redacted]).  We sincerely apologize to [redacted]. [redacted] for the experience
and any inconvenience that has been caused as a result of delay.   
 
If we may be of
further assistance, [redacted]. [redacted] may contact our Customer Service Department
at [redacted].
 
 
[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 Mr. [redacted]’s complaint. Our records show on8/29/16, Mr. [redacted] purchased the [redacted] living room furniture which consist of two pieces (sofa and loveseat) which comes with a 1-rear limited manufacturer’s warranty; no additional coverage was...

purchased with Conn’s. We researched Mr. [redacted]’s complaint and found that his delivery was scheduled and signed acknowledging the items were received in good order on8/31/16. Our records show Mr. [redacted] contacted the delivery department on9/4/16stating the loveseat cushions are not leveled. The delivery team returned to Mr. [redacted]’s residence on9/5/16to assess the unit. During the inspection the delivery team reported the frame was crooked and submitted a request for an exchange. Conn’s agreed to exchange the loveseat and Mr. [redacted] was re-scheduled for delivery for9/13/16however; upon delivery the new unit was damaged. There was a delay re-scheduling Mr. [redacted]’s delivery due to the unit being damaged during transit. We show Mr. [redacted]’s new loveseat was delivered and received in good order on9/27/16. We sincerely apologize for any inconvenience Mr. [redacted] experienced as a result of the delay. If we may be of further assistance, Mr. [redacted] may contact us at1-866-765-1513. Kind regards, Dyeisha W[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I hate that I had to go to this extreme to contact the Revdex.com in order to get any type of assistance with this.  I do appreciate Revdex.com's help and thank Conn's for exchanging the laptop.

Thank you for the opportunity to respond to [redacted]
complaint.  Our records show on 11/26/14, [redacted] purchased
a...

[redacted] vacuum with a (limited manufacturer warranty only) and a [redacted]
high-efficiency dryer with a (48-month Repair Service Agreement).  [redacted] elected to pick up her vacuum from our [redacted] location store [redacted] and
elected to have her dryer delivered.
 
We
have researched [redacted] complaint and found she brought her vacuum in for
service on 5/19/15; unfortunately Conn’s does not repair vacuum cleaners under
the manufactures warranty therefore the service order was cancelled on
6/4/15. 
 
In regards to [redacted] dryer our records show Conn’s service
department was contacted on 6/3/15; stating the timer was out and not
drying.  We show [redacted] contacted us
again on 6/6/15 and stated the dryer was now working therefore the service
order was cancelled.
 
[redacted] has been contacted regarding her concerns.  Conn’s as provided [redacted] a copy of her [redacted]
vacuum Owner’s Guide showing her warranty information and the number to contact
for assistance with repairs.  Although
[redacted] stated her dryer was now working, we scheduled a service call to
assess the unit to be sure it’s not an intermitted problem.
 
We sincerely apologize to [redacted] for the experience she had
with her vacuum.  If we may be of further
assistance, [redacted] may contact our Customer Service Department at [redacted].
 
Kind regards,
 
Kathryn J[redacted]

Again my couch cushions are sinking. Yes it was repaired and STILL sinking. I want this fixed or a refund. I am prepared to go to the media with my complaint. It very sad that this company is treating me this way. Definitely never shopping you again.

Thank
you for the opportunity to respond to Mr. [redacted] complaint. Our records show
on 12/26/14, Mr. [redacted] purchased a [redacted]
[redacted]...

with a 25-month Repair Service Agreement/Accidental Plan. Mr. [redacted]
elected to pickup his [redacted] from our Conn’s located in Houston, TX and
signed his invoice acknowledging he received a copy of the RSA/Accidental
contract and understood the coverage associated with the product.
 
We
show on 5/11/15; Mr. [redacted] contacted our Customer Service Department stating
at the time of purchase the sales representative informed him if he had an
issue with his [redacted], Conn’s would provide a loaner until there was a
resolution with the defective merchandise. Mr. [redacted] was reminded of the Terms
and Conditions of the RSA/ Accidental Plan which does not offer loaner on any
product(s) while items are being serviced.
 
As
of 5/18/15, Mr. [redacted] has not brought his [redacted] in for service to assess
the repair needs. Although we are unable to honor Mr. [redacted] request for an
exchange; he may bring his [redacted] to the nearest Conn’s location to send to
our service center and determine any necessary repairs. 
 
We
have included a copy of Mr. [redacted] signed invoice with our response.
 
If
we may be of further assistance, Mr. [redacted] may contact Customer Service at
[redacted]
 
 
 
Kind
regards,
 
Dyeisha
W[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. we were told by assistant manager [redacted], that a refund could not be processed in the store and that he would have to send an email to the corporate office requesting a refund and that within 7 to 10 days they would send us a check.we are willing to make one more attempt to get our refund in the store but we do not believe that they will honor it. If they could have processed a refund to our [redacted] in the store why didn't they do that a month ago when we first requested it? if we are not satisfied with the outcome of our attempt to get our refund in the store we will file another complaint.  additionally we find it an inconvenience to be expected to return to the store, wait around for them to find the manager, if he's in, and then put up with their excuses and false apologies while they dilly dally processing our refund. we don't actually find the solution very acceptable because it is a waste of our time and energy and resources but if this is all the store can manage we will make one more attempt.
 
 
[redacted]

Thank
you for the opportunity to response to Mr. [redacted]’s complaint. We apologize for
any inconvenience Mrs. [redacted] experienced during this process. After
researching Mr....

[redacted]’s complaint, we show he was approved for Conn’s 12-month
Special Financing offer with a qualifying purchase. Mr. [redacted] may
take advantage of Conn’s Low Price Guarantee if he is able to provide the
advertisement from the competitor and his purchase qualifies under the
guidelines. Conn’s Low Price Guarantee states:
Low Price Guarantee: Conn’s promises for
30 days from the date of purchase that our product prices are the best in town.
If you purchase a product from Conn’s, then ?nd a lower price on the identical
item in stock and available for immediate delivery from an established merchant
(excluding warehouse clubs and internet competitors), simply bring us the advertisement showing the exact model number, price
and proof that it is in stock and available for immediate delivery. Conn’s
will match that price plus give you 10% of the difference. This product price
guarantee, where applicable, will apply to the amount shown on the invoice for
the specific product only (excluding all delivery/installation, warranty or any
other charges that may be related to such product) when you bring us proof from
an established merchant presenting this information. Exclusions from this guarantee include computers and computer
equipment, camcorders, digital cameras, video game peripherals consoles and
handhelds, ?oor samples, “limited to stock on hand,” a product’s price if utilizing a Conn’s special ?nancing offer,
competitors’ ?nancing offers, free offers, manufacturer rebates, instant
rebates, in-store rebates, giveaways and clearance/close-out/retail liquidation.
Although
we are unable to honor Mr. [redacted]’s request; Conn’s will match competitors
pricing when the requirements are meet under the Low Price Guarantee Policy.
Mr. [redacted] may locate Conn’s Low Price Guarantee Policy by visiting [redacted] for details.
If
we may be of further assistance, Mr. [redacted] may contact customer service at
[redacted]
 
Kind
regards,
 
Dyeisha W[redacted]

Thank you for the opportunity to respond to **.
[redacted] concerns regarding a credit inquiry. [redacted] stated she has a credit inquiry on her
credit reports from Conn’s, but she did not authorize the credit check. 
According to our records, [redacted] opened a
31-month...

retail installment contract on May 15, 2015.  In order to open the account, a credit check
is processed to determine the credit limit and financing
terms.
We are obligated to report factual information to the
credit bureaus; therefore, we are unable to remove the credit inquiry.
We have attached a copy of [redacted] signed retail
installment contract for her records.  Thank you,
Cheryle S[redacted]

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

on Mr. [redacted]’s retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letter. As a reminder, he may contact Conn’s regarding questions about his purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.   Mr. [redacted] stated in his complaint that: he had automatic payments scheduled on is account; he contacted customer service to see if the payment had posted; he was informed we are using a new payment system; at the direction of customer service, he scheduled another payment not knowing if the original payment posted; both payments posted so he placed a stop payment on one of the payments through is financial institution; Conn’s charged him a $30 NSF fee for placing a stop payment on one of the debits; and he would like the $30 NSF fee reversed.  Our investigation reveals that: Mr. [redacted] had automatic payments scheduled on is account; he contracted customer service to see if the payment had posted; he was informed that we were using a new payment system; we were unable to see the scheduled payment so Mr. [redacted] was instructed to schedule the payment; both payments posted to Mr. [redacted]’s account and he placed a stop payment on one of the payments through his financial institution; a $30 NSF fee was assessed on the account; and the $30 NSF fee has been reversed.  According to our records, Mr. [redacted] scheduled a payment in the amount of $386.49 to post to his account on April 20, 2017.  He scheduled an additional payment in the amount of $386.49 to post to the account on April 25, 2017.  Mr. [redacted] placed a stop payment through his financial institution for the payment that posted on April 25, 2017.  A $30 NSF fee was assessed on the account due to the stop payment.  On June 8, 2017 that fee was reversed.  We have included a copy of Mr. [redacted]’s payment history as verification that the NSF fee was reversed.   Conn’s values Mr. [redacted] as a customer and apologizes for any inconvenience he experienced due to this matter.

CASE ID: [redacted]
On March 20, 2015 you provided the following information:
Thank
you for the opportunity to respond to Mrs. [redacted]’s additional
comments. We verified with our Accounting Department that Mrs.
[redacted]’s check was processed however; there was an error made when
entering her mailing address. We attempted to contact Mrs. [redacted] to
verify her mailing address but was unsuccessful and left a voice message
to return our call.
 
We will process another check request and mail it via [redacted] to expedite the process. We show Mrs. [redacted]’s current address is:
[redacted]. [redacted]. *
[redacted], [redacted].
 
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 1-877-358-1252.
   
Kind regards,
Dyeisha [redacted]
Customer Relations
1-866-765-1513

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 stated in my dozen phone calls and letters, and my initial complaint, we specifically asked if this washer would water hammer at the [redacted]e pf purchase, and were told that NO it would not, that the manufacturer has taken care of that issue. That is the ONLY reason we purchased this machine! Otherwise we were looking at the older style washers. We feel that we were told this in order to get us to purchase a more expensive machine. Had we been told that honestly the washer DOES water hammer, we would NOT have purchased it! By offering to keep it and have the issue fixed, it would have saved Conn's a return, and therefore they would have made more money. You would think they would be more than happy to fix the problem. But we will NOT pay any fees incurred in a return, since it is the stores fault for LYING to us about this machines performance. If they do not fix the issue or accept the Washer/Dryer (since it is a matching set) back WITHOUT incurring ANY fees on our part, then this complaint will NOT be resolved.
Regards,
[redacted] & [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,
  I'm sorry to inform them if they think I'm paying even a penny for an item they now have then they'll still be waiting long after I'm gone. I'm not paying for something I don't have. I knew I wasn't the only one being conned and after reading literally thousands of bad reviews on the Revdex.com website as well as Yelp and others, I just want to know one thing. How can you look you children in the eyes knowing how bad you've conned fellow American citizens? The best thing conn's can do for America is disappear. Its sad that I can go to Aaron's and get the same tv a week after I saw conn's wasn't going to hold up their end of the deal and the tv from Aaron's still works.

Thank
you for the opportunity to respond to [redacted] complaint.  After researching
his concerns we found there was an error when the concession was submitted which
has caused a delay.  The error has been corrected and the concession is
currently processing.  We ask that [redacted]...

[redacted] please allow 7-10 business
days to receive his refund in the amount of $196.00.  We sincerely
apologize to [redacted] for any inconvenience he has experienced during this
process.
 
If we
may be of further assistance, [redacted] may contact our Customer Service
department 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.   Sent: Monday, April 17, 2017 11:27 AM Subject: RE: You have a New Message from Revdex.com Regarding Complaint #[redacted]They just told me the very thing that I had mentioned in my complaint about when interest will apply on my account.  They told me if payments are made on time interest is only applied to the balanced owed after my 12th payment.  I would like to no what my balance is to this date? In addition to that I want 1person to finish out my account with not customer service. They said my balance is 1033.00 or less

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding account
[redacted].  Ms. [redacted] stated she
would not have to pay February’s payment on her account and she would like the
collection calls to stop.
 
According to
our records, Ms....

[redacted] signed a 32-month retail installment contract on
December 13, 2014. Ms. [redacted]
agreed to have the minimum monthly payment due on the 27th of each
month. 
 
Ms.
[redacted]’s a good-will due date change was supposed to be processed due to
a delivery issue. 
 
We have
processed a good-will due date change and removed any negative credit marks
assessed on the account due to the error. 
 
Ms.
[redacted] also stated she would like her furniture repaired.  We do not have record of Ms. [redacted]
requesting service once the items were replaced.  If Ms. [redacted] would like to request
service she may contact us at 855-266-6349 and a technician will inspect the
product to determine service needs. 
 
Although Conn’s
would prefer to keep the lines of communication open, we have placed a cease
communications on the telephone numbers associated with Ms. [redacted]’s
account.
 
Conn’s values Ms.
[redacted] as a customer and sincerely apologizes for any inconvenience she
has experienced due to this matter.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. After researching Mrs. [redacted]’s complaint we found her issue has been addressed directly with the district manager. We appreciate Mrs. [redacted] for bringing this matter to our attention and we sincerely apologize for any inconvenience she...

experienced during this process. If we may be of further assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252.  Kind regards, Dyeisha [redacted]

Thank you for the opportunity to
respond to Mr. [redacted]’s complaint.  Our records show on 5/09/15,
Mr. [redacted] purchased a Samsung 75” 4K Ultra HD Smart TV with a (37-month Repair
Service...

Agreement).  Mr. [redacted] elected to pick up his television from our
Port Arthur, TX location store 005; Mr. [redacted] signed his invoice acknowledging
his TV was received in good order.
 
After researching Mr. [redacted]’s
complaint we found after he made his purchase on 5/09/15 he received a 10% off promotional offer to use towards his next
purchase.  Mr. [redacted] went into his local Conn’s in attempts to use his
promotional offer to receive a Price Guarantee on his previous purchase. 
Mr. [redacted] was informed that Conn’s Price Guarantee excludes promotional offers;
however he could use his promotional offer towards a new purchase.  After
reviewing his purchase we confirmed the price of his television has not changed
since the time of purchase.  At this time we are unable to honor Mr.
[redacted]’s request to credit his account.
 
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 Mrs. [redacted]’s complaint. Our records show on
10/14/11, Mrs. [redacted] purchased the [redacted] Double Reclining sofa and...

love
seat both with a 48-month FurnitureGard Plan which expires on 10/25/15. We show
Mrs. [redacted] financed her purchase through [redacted] Acceptance.
 
We received Mrs. [redacted]’s complaint and found she contacted our
service department on 1/09/15 stating headrest on the sofa and love seat was
c[redacted]king and peeling. A service appointment was originally schedule on 1/16/15
however; Mrs. [redacted] re-scheduled her appointment for 1/23/15. During the
inspection the serviceman found the right and left backrest on the sofa was
c[redacted]king and peeling however; no problem was found with the loveseat. Based on
the serviceman’s finding and photos taken at the time of inspection, it was
determined that the reported damage on the sofa is a result of normal wear and
tear from everyday use which is not covered under the Terms and Conditions of
the FurnitureGard Plan. The FurnitureGard Plan does cover accidental tears and breaks
in mechanical failures as mentioned by the sales associate however; damages
resulting from daily use are not covered; please refer to Terms and Conditions Section (15):
What Is Not Covered Letter (j).  After researching the material used on the
furniture, we found that body oils in leather may be easily transferred into the
leather by direct contact with hair or bare skin. These body oils are naturally
absorbed by the leather and will slowly begin to build up in the leather itself
causing dark areas in the finish of the leather at first. If this condition is
allowed to persist, the leather will eventually begin to turn hard and brittle.
Bits of the finish will begin to “flake off” and the leather will begin to
c[redacted]k, causing large areas of damage to form.
 
At this time Mrs. [redacted]’s sofa does not meet the qualification
for an exchange under the Terms and Condition of the FurnitureGard Plan. We
sincerely apologize for any inconvenience Mrs. [redacted] experienced due to
miscommunication regarding the Terms and Conditions of the FurnitureGard Plan.
 
If we may be of further assistance, Mrs. [redacted] may customer
service at 1-877-358-1252.
 
Kind
regards,
 
Dyeisha
W[redacted]