Conn's Home Plus

Thank you for the
opportunity to respond to Mrs. G[redacted]’s additional comments. Our records show
Mrs. G[redacted] was contacted on 5/22/15 to discuss her concerns; during the conversation
she informed us that her dryer was working properly and no longer required
service. We sincerely apologize for any inconvenience Mrs. G[redacted] experienced
during this process; as a gesture of goodwill we will mail Mrs. G[redacted] a $50
gift card.
 
If we may be of further
assistance, Mrs. G[redacted] may contact Customer Service at [redacted]
 
 
Kind regards,
 
Dyeisha W[redacted]

Thank you for the opportunity to respond to Mrs. [redacted] concerns regarding an account.  We are unable to locate an account with the information that was provided by Mrs. [redacted].  If Mrs. [redacted] would like to provide and account number or an invoice number, we will be glad...

to research her concerns further. Thank you, Cheryle S[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’ concerns regarding a Conn’s credit application.  Mr. [redacted] stated he would like his credit application approved.    According to our records, Mr. [redacted] submitted a credit application through conns.com.  The application is...

currently on hold pending additional information.  Mr. [redacted] may contact our customer service department to find out what additional information is needed to complete the credit application process.    Conn’s values Mr. [redacted] and appreciates him for bringing his concerns to our attention.   Thank you, Cheryle [redacted]

Thank you again for the opportunity to respond to [redacted]'s concerns regarding account [redacted].  [redacted] stated she purchased the repair service agreement (RSA) because she was told if the product became damaged or stolen that it would be repaired or replaced.[redacted] was notified that the item could not be repaired.  We offered her an exchange on the item up to the purchase price of $429.99.  The RSA is what allowed [redacted] the option to exchange the item.  Conn's no longer sold the specific item and [redacted] opted not to pay the difference for a similar product..  [redacted] received a full credit to her account for the purchase price of $429.99.  The RSA agreement had been fulfilled; therefore that amount is non-refundable.  According to our records, [redacted] contact our customer service department on June 12, 2015 to inquire about the return of the item.  The customer service agent informed [redacted] that the credit would post to her account and the account would close.  Conn's respectfully disagrees that we took her money without her consent.  We have attached a copy of [redacted]'s payment history as documentation that the credit was applied to the account as stated.  We value [redacted] as a customer and appreciate her for bringing her concerns to our attention.   Thank you, Cheryle S[redacted]

Thank
you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show
on 2/8/15, Mrs. [redacted] purchased the [redacted] living room furniture which
consists of four pieces (left reclining loveseat, armless chair, right
reclining sofa and wedge) and elected to purchase a 48-month...

FurnitureGard Plan
on all pieces. Mrs. [redacted]’s furniture was delivered and received in good order
on 2/10/15.
 
We
reviewed Mrs. [redacted]’s complaint and found she contacted our service department
on 10/1/15 stating feathers are coming out all furniture pieces, the loveseat
and recliner is making noise and all furniture pieces are not aligning and
attaching. A service appointment was scheduled for 10/14/15; during the
inspection the serviceman found the recliner sofa in separate pieces and was
able to attach the unit together for repairs; no issue was found with the
mechanism or motor. The serviceman also found the loose bolts in the back frame
of the armless chair and tighten the bolts and properly connected the back
support. The serviceman did notate feathers protruding from the furniture
however; this is a normal occurrence with this style of furniture as fiber
migrations are not covered under the Terms and Conditions of the manufacturer’s
warranty or the FurnitureGard Plan. In the mean time, Mrs. [redacted] may brush
away the feathers as they will begin to cease protruding from the furniture
overtime.  
 
At
this time we are unable to honor Mrs. [redacted]’s request for a refund; Conn’s has
a No Return or Exchange on all furniture unless inspected and found to have a
manufacturer’s defect. Based on the serviceman’s report no defects were found
with the craftsmanship of the furniture and only minor repairs were rendered.
 
We
have included a copy of the serviceman’s finding with our response.
 
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 Ms. [redacted] concerns regarding account [redacted]3330.  Ms. [redacted] stated she provided a copy of her homeowner’s insurance and would like the insurance credited back on her account.  She stated she would like a price match for the television she...

purchased as it went on sale for Black Friday, and she would like the difference back.  Additionally, Ms. [redacted] stated she needed service on her television and wanted the television exchanged.   According to our records, Ms. [redacted] signed a 36-month retail installment contract on November 11, 2016. She stated she provided proof of insurance and would like the property insurance credited to her account. An insurance credit in the amount of $272.23 was applied to Ms. [redacted] account on November 30, 2016.    Ms. [redacted] also stated she would like a price match on her television as it went on sale for Black Friday.  Conn’s does not offer price match guarantees for our Black Friday or other holiday sales.    On December 17, 2016, Ms. [redacted] contacted us requesting service on her television.  On January 13, 2017, Ms. [redacted] television was approved for an exchange.  On January 17, 2017, Ms. [redacted] exchanged the television.   Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her cocnerns to our attention.

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. As mentioned in our previous response, Mrs. [redacted]’s washer does not meet the qualification for an exchange at this time. An exchange cannot be approved until the unit has been inspected by a technician and deemed non-repairable. Mrs. [redacted] has been informed on several occasions that she would need to contact our service department to schedule an appointment to have her washer re-assessed. Again, the washer must be assessable for the technician to inspect and properly diagnose the repair needs; the unit cannot be in a storage facility. Our customer service manager attempted to contact Mrs. [redacted] on 8/19/16 as requested but was unsuccessful. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513  Kind regards, Dyeisha [redacted]Customer Relations

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.  The responder obviously did not read the case in its entirety nor did they read all of the tickets in our name with their customer service system. The reason we did not return the service repair calls is because we were lied to regarding the service repair date and time and we were constantly being shuffled around the other departments and warehouses working on a replacement as asking a customer to wait another week (after the almost month of dealing with this company) on a repair was not acceptable and we needed someone else to work with us. All of this is noted in the tickets opened under our names.The story has since developed since I last reported the complaint. After speaking to four additional customer service reps and a warehouse manager, an employee named Glen stated that he would have a replacement dresser out to us the next day and agreed that this is what should've been done from the very beginning rather than all of the departments passing us around with no resolution or claim of responsibility. The next day we were promised a 2:15-5:15 delivery time frame and the delivery team did not show up until 6:45. Once the delivered the dresser upstairs, the noticed the entire top of the dresser was scratched and attempted to convince my husband to keep it with a 10% discount. They colored in the scratches with a brown sharpie - I have photographs - and expected this to be okay. Once my husband told them this was not acceptable, they then took a look at the original damaged dresser to see if they could switch drawers with the second dresser. Upon completely removing the original dresser from the box (which we had not done yet upon seeing drawer damage) the delivery team noted that the entire back paneling was damaged.My husband was then told a third dresser would be delivered on Tuesday, July 12th and that the delivery team would call by 7:30 Monday, July 11th (today) with a time frame. That has not happened. I expect a phone call from someone in your company that is not with the customer service department. Please do not ask me to call your 1-877 number again as My mother and I have spoken with countless representatives who pass us along to another queue with no resolution or assistance. 
[Provide details of why you are not satisfied with this resolution.]
Regards,

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments.  We attempted to contact Mrs. [redacted] on 12/14/16 to discuss her concerns, but we were unsuccessful.  As mentioned in Mrs. [redacted]’s previous response; Mrs. [redacted] contacted us the day after receiving delivery (10/06/16) stating the wrong base was received.  Mrs. [redacted] said that she was expected to receive an adjustable base with a massage option; however, a regular adjustable base was delivered.  After further review we were able to confirm that Mrs. [redacted] was later contacted by Dawn from her local Conn’s; during the conversation the representative apologized to Mrs. [redacted] for the error and offered an exchange.  Also due to the inconvenience we offered Mrs. [redacted] a $100.00 gift card to use towards the purchase of a new adjustable base; however Mrs. [redacted] declined our offer and stated that the adjustable base she wanted was an additional $600.00.  Again, at this time we are unable to honor Mrs. [redacted] request; Conn’s is willing to exchange her adjustable base and provide a $100.00 gift card she may use towards the purchase of the new adjustable base.  As stated Conn’s has a No Return & Exchange Policy on mattresses and to ensure the transparency this information can also be found on Conn’s website at http://www.conns.com/returns-and-exchange/. Mrs. [redacted]’s mattress qualifies for Sealy 120-Day Comfort Guarantee through the manufacture; Mrs. [redacted] may visit her local Conn’s to re-select a new mattress and schedule delivery.   If we are of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252.   Kind regards,  Jana A[redacted]

Revdex.com:
This letter is to inform you that Conn's has carried out to my satisfaction the resolution it proposed for my complaint, filed on 11/13/2014 12:21:43 PM and assigned ID [redacted]
Regards,

Thank you for
the opportunity to respond to Ms. [redacted] concerns regarding accounts
[redacted], [redacted] and [redacted].  Ms.
[redacted] stated she took out a loan to pay off her accounts, but they remained
opened. 
 
According to
our records, Ms. [redacted] called...

our automated system on April 3, 2015 and
received payoff quotes on each account. 
On April 7, 2015, she went to her local Conn’s store and received a
different payoff other than what the automated system gave her. 
 
We will honor
Ms. [redacted] request to close the accounts and remove the any negative
credit marks assessed due to this matter. 
Ms. [redacted] will receive close-out letters in the mail within 30
business day of the accounts closing.  We
ask that Ms. [redacted] please allow the credit bureaus 30-60 days to update
their records. 
 
Conn’s values Ms.
[redacted] as a customer and sincerely apologizes for any inconvenience she has
experienced due to this matter. 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 floor model “sold
as is” ** French door refrigerator with a 36-month Repair Service Agreement
Plan and elected Conn’s delivery.
 We received [redacted]. [redacted] complaint and...

found she contacted our
helpdesk department on [redacted]; stating the refrigerator was damaged during
delivery. After further research and review, we show [redacted]. [redacted] signed her
delivery ticket acknowledging that she received her refrigerator in good order
on [redacted]. As listed on the delivery ticket Conn’s provide our consumers to
ensure their merchandise are received in good condition, “Please thoroughly
inspect your merchandise for damage. An exchange or price concession will not
be authorized for damage discovered after delivery”. On [redacted], we attempted
to contact [redacted]. [redacted] to discuss her concerns however; we were unsuccessful in
our attempt. Although we are unable to honor [redacted]. [redacted]’s request for an
exchange, as a gesture of goodwill Conn’s is willing to offer 10% off her
refrigerator.
 In regarding to [redacted]. [redacted]’s delivery, our records show we mailed
a refund check to her residence in the amount of $104.99 for the delivery
delay. We sincerely apologize for any inconvenience [redacted]. [redacted] experienced as
a result of the delay.
 We have included supporting documents with our response.
 If we may be of further assistance, [redacted]. [redacted] may contact us directly
at [redacted].
 
[redacted]

Thank you
for the opportunity to respond to Mr. [redacted] complaint. Our records show on 11/21/13,
Mr. [redacted] purchased a Samsung Galaxy 3 tablet with a 25-month Repair Service Agreement
Plan.
We
received Mr. [redacted] complaint and found he contacted our service department
on four occasions...

dated from 1/5/14 to 9/16/14; regarding his tablet not
powering on or holding a charge
·         On
1/5/14 Samsung replaced the Jack-Micro USB; unit tested ok·  On
4/3/14 Service technician was unable to duplicate charging issue and replaced
charger cable; unit tested ok·       On
8/25/14 Service technician was unable to duplicate problem; the tablet fully
charge unit tested ok·         On
9/16/14 Service technician replaced the USB cable based on Mr[redacted] problem description and was able to fully charge
the tablet 
 
At this
time Mr. [redacted] tablet does not qualify for an exchange due to the service
technician was unable to duplicate the charging issue he is experiencing. If
Mr. [redacted] continues to have an issue with his tablet, he may contact the
service department at [redacted] to have a technician re-assess the unit.
 
If
we may be of further assistance, Mr. [redacted] may contact us at [redacted]
Kind
regards,
 
[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint regarding a purchase under the name [redacted].   Unfortunately, we are unable to discuss the account holder’s information with 3rd party.  Mrs. [redacted] may have the account holder to contact us directly...

at 1-877-358-1252 in regards to his concerns.    Kind regards,  Jana A[redacted]

Thank you for the opportunity to
respond to Mrs. M[redacted] concerns regarding account # [redacted].  Mrs. M[redacted] stated her contract is wrong, she
was unable to return a smart phone, and she was charged for insurance. 
 
According to our records, Mrs. M[redacted]
signed a 32-month...

retail installment contract on November 8, 2014.  She did purchase a smart phone.  We have a no return or exchange policy on phones; however, Mrs. M[redacted] can
call the manufacture if she is having issues with the phone. 
 
Mrs. M[redacted] also stated she was charged for insurance on the contract;
however, she has home owner’s insurance. 
Mrs. M[redacted] can fax a copy of her homeowner’s declaration page to [redacted]
and receive full credit for the insurance on the contract.  We ask that Mrs. M[redacted] please note the
account number on the fax for a faster response time.
 
Mrs. M[redacted] then stated she believes her contract is wrong.  We have attached a copy of the contract for
Mrs. M[redacted] records.  Mrs. M[redacted] also
received two invoice credits in the amount of $217.01 and one for $3488.22 on
November 13, 2014.  Please note, invoice
credits do not change the minimum monthly payment that is due.
 
Mrs. M[redacted] said she was charged a fee of almost $400.00 on each item for
repairs.  If Mrs. M[redacted] has decided she
does not want the repair service agreements on the items we can cancel them for
a pro-rated refund.  We have also
attached the [redacted] cancelation form for her convenience.
 
We value Mrs. M[redacted] as a customer and appreciate her bringing her concerns
to our attention.

Thank you again for the opportunity to respond to Ms. [redacted]'s concerns regarding account [redacted].  [redacted] did not receive the required documentation from Ms. [redacted] regarding her unemployment claim and the claim was closed.  Conn's is obligated to report factual information to the credit bureaus and we are unable to remove the negative credit marks assessed on the account due to payments not being made timely.  Ms. [redacted]'s account was charged off on March 31, 2016 due to non-payment.  We have attached copies of Ms. [redacted]'s signed documents and payment history with our previous response.  Conn's appreciates Ms. [redacted] for bringing her concerns to our attention.     Thank you, Cheryle [redacted]

**. [redacted] originally purchased a 55” [redacted] 3D Smart LED TV with a
(49-month Repair Service Agreement w/Accidental Damage) totaling $1,831.18 on 1/23/14 see invoice [redacted].   **. [redacted] contacted us on 5/13/14, stating the TV screen was cracked and that his pet may
have tipped it over.  Under the Terms and
Conditions of the Repair Service Agreement/Accidental Damage coverage, **. [redacted] was
approved to replace his television up to the original amount paid fulfilling his coverage agreement as stated in the terms and conditions.  We show **. [redacted] initiated his replacement
on 5/20/15 as shown on invoice
[redacted].  **. [redacted] upgraded his TV by selecting a 65” 3D
Smart LED TV and 49 month Repair Service Agreement w/ Accidental Damage
Coverage totaling $2,635.48.  **. [redacted] was not
charged an additional $1,416.98,
because it was previously financed on the original invoice [redacted]; which had
not been paid in full.  **. [redacted]
financed the difference of $1,218.50 on
a separate account.  The $1,218.50 was
for the $697.89 difference for the upgraded TV, $419.99 for a new RSA/AD, and
$100.61 toward taxes.  As previously stated we are unable to honor **. [redacted]'s request.  We have attached a copy of both signed invoice and contracts.  This information was also provided to **. [redacted] at the time of purchase.Kind regards,[redacted]Customer Relations

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,
Unfortunately [redacted] Your response comes across very canned. Please understand that after questioning some others who have dealt with Conns (lack of) service department and also speaking with a few front end delivery people that  work at Conns, it is my observation that my experience is the rule, NOT the exception.  I should NEVER ever had to file this complaint with the Revdex.com, I should NEVER have had to send a formal complaint into your "special complaint department"
If I was to behave in the manner of your (lack of) service department I would simply let this Revdex.com isue close instead of rejecting it. But see Ms [redacted] I am doing what your company pretty much failed on all accounts to do. tell me what the heck was going on! 
So as annoying as this is. my issue is NEVER going to be resolved -- I will let this Revdex.com eventually close however, you and your department (unfortunately mainly you because you have chosen to be the spokesperson for your department) really need to actually determine what the words "customer"  and "service" actually mean.
1 - A customer is someone who buys a product from your store and in doing so, expects in good faith that you will provide them with help should something go awry. they are NOT simply a person to take money from
2 - Service is a much broader thing.... however, in a nutshell it involves the following....
     A - Setting realistic expectations if something needs to be fixed how long it might take (to his credit when the repairman knew the part was going to take a while, he told me... )
     B - Contacting the Customer at the very least the day before to let them know a service person was coming out (this NEVER happened... the 2 times your repair man came out it was un announced and I had to give him a code to get into my house)
     C - If a part comes in, or something is going to be delayed, Call the customer and give them a STATUS UPDATE.
     D - keep accurate record if/when a customer calls in so they do not have to start from the beginning each time AND your agents can refer back to the timeline of what is happening (there were at least 3 calls where agents did NOT take notes, I know, because I asked)
sorry for the lecture [redacted] but, I do not think that Conns really gives a rats patootie about my awful experience nor do I think Conns as a whole really cares about their service side of things.
I will give you ONE small ounce of credit, at least (it would seem) that you have a US based service crew as opposed to sending those jobs to an offshore company.
The company you work for has a sucky service department. If you are the head of it, and TRULY care. Step up your game.
[redacted]

Thank you
for the opportunity to respond to [redacted] complaint. We have researched [redacted] concerns and found during the week of Sunday, November 30th
–...

Saturday, December 6th the [redacted] was advertised in the weekly
Ad and online showing it was for 2 days only at $1,999.99. 
We contacted
[redacted] on 12/17/14, to discuss
her concerns and she was able to provide a screen shot showing there had been
an error online during that time but it had been since corrected. Conn’s has agreed
to honor the $1,999.99 price and [redacted] has completed her purchase.
We sincerely
apologize to [redacted] for the experience she had.  If we may be of further assistance, [redacted] may contact us at [redacted].
 
Kind
regards,
 
Kathryn
J[redacted]

Thank you for the opportunity to respond to [redacted] complaint.
Our records show on 12/5/14, [redacted] purchased Samsung
dishwasher with a...

36-month Repair Service Agreement Plan.
 
We received [redacted]
complaint and found she contacted our service department on two separate
occasions regarding repairs on her dishwasher.
·        
On 12/27/14- [redacted]
called service stating her dishwasher was not draining and the door would not
close. A service appointment was scheduled on 12/29/14; upon inspection the
technician did not find any mechanical failures with the unit and reported the
door was closing as should.
·        
On 1/1/15- [redacted]
called for service stating the dishwasher door was not locking and opens during
cycle. A service appointment was scheduled for 1/3/15; during inspection the
technician found parts were needed for repair. Our records show parts became
available on 1/26/15 and [redacted] was scheduled to install parts on
1/31/15 however due to serve weather condition the technician had to
re-schedule the appointment. On 2/4/15; the technician installed all parts and
tested the unit; unit tested ok.
At this time we are unable to
honor [redacted] request for an exchange; repairs has been completed
on the unit. On 2/5/15, our service manager contacted [redacted] to
follow-up on the repairs; [redacted] informed him the dishwasher was
now working properly and was satisfied with repairs.
 
We sincerely apologize for any
inconvenience [redacted]  [redacted]
experienced during this process.
 
 
 
If we may be of further assistance, [redacted]
may contact customer
service at 1-877-358-1252.
 
 
Kind regards,
 
[redacted]