Conn's Home Plus

Thank you again for the opportunity to respond to Mr. [redacted] concerns.  As a gesture of goodwill, we have canceled the credit application that was processed and removed the credit inquiry.  Please note, it may take the credit bureaus 30-60 days to update their records.  Conn's values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.    Thank you, Cheryle S[redacted]

Thank you for the opportunity to
respond to Mrs. [redacted]’s complaint. Mrs. [redacted]’s information was forwarded to
upper management for further review. After reviewing the complaint,...

Conn’s has
agreed to return the recliner without the restocking an issue a full refund of
$1169.06 back to the [redacted] card used to make the purchase. Mrs. [redacted] will need
to return to the store location where she originally purchased the item to
initiate the refund. Conn’s delivery team will contact Mrs. [redacted] to make
arrangement to pick-up the recliner and return to the warehouse. We sincerely
apologize for any inconvenience Mrs. [redacted] experienced during this process.
 
If we may be of further assistance, Mrs.
[redacted] may contact Customer Service at 1-877-358-1252.
 
Kind regards,
 
Dyeisha W[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: Friday, January 27, 2017 3:36 PM Subject: Re: #[redacted]conns has never even called in attempt to pick up the entertainment center. I have tried to call the number attached in the message send back from them and it says its no longer in service/

Thank you for the opportunity to respond to [redacted]’s concerns
regarding account #[redacted].  [redacted]
stated she purchased a computer and a bed; however, the bed was not in
stock.  She signed a replacement contract
removing the bed and she kept the...

computer.
 
According to our records, [redacted] signed a 24-month replacement
contract on July 25,
2014.  That contract stated the
first payment was due on September 4, 2014. 
[redacted] began receiving collection calls when her payment became past
due. 
 
[redacted] made a down payment of $190.00 for the total amount of the
contract including the bed.  When the
replacement contract was implemented, the $190.00 transferred to the new
contract. 
 
The payoff balance on the account as of September 30, 2014 is
$1142.53.  This includes a past due
payment of $63.77.  If [redacted] would
like to pay the account balance in full, we ask that she call the day she plans
to submit the payment for an up-to-date payoff quote.
 
We value [redacted] as a customer and appreciate her bringing this
matter to our attention.

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.  
My husband had already made arrangements prior to the several fraudulent attempts accessed to my account. Obviously,that's why I filed this complaint in the first place, knowing of the prior NSF.I would have NEVER allowed access FOUR more times that added fees. "Conn's" is a name that suits your company well.
Regards,
  [redacted]

Thank you for the opportunity to respond to Mrs. Huff’s additional comments. In attempts to resolve this matter Conn’s has agreed to issue an exchange on Mrs. Huff’s furniture. Mrs. Huff may visit her nearest Conn’s and re-select three furniture pieces up to the original amount purchased. If we may be of further assistance, Mrs. Huff may contact us at 1-866-765-1513. Kind regards, [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  We researched Mr. [redacted]’s complaint and found his issue has been addressed and resolved.  After reviewing his service history, we found due to a system error there was a delay processing his exchange.  Our records...

show Mr. [redacted]’s exchange was approved on 8/19/15; he was issued a credit up to the original amount paid to re-select one item.  On 8/21/15, Mr. [redacted] initiated his exchange; he selected a Samsung side-by-side refrigerator model (RS25J500DWW) and purchased a 24-month Repair Service Agreement for his new refrigerator.  Again, we sincerely apologize to Mr. [redacted] for any inconvenience that he experienced during this process.                                    ...⇄ we may be of further assistance, Mr. [redacted] may contact our Customer Service department at [redacted].Kind regards,[redacted]Customer Relations

Thank you for the opportunity to
respond to [redacted] complaint regarding a purchase made under the name
[redacted].  Our records show on 
Roman";mso-hansi-theme-font:major-latin;color:darkblue">3/05/15, [redacted] purchased a [redacted] 40” Smart LED TV with a
(49-month Repair Service Agreement) and a [redacted] player with a (limited
1-year manufacturer) totaling $1,136.58.  [redacted]’s purchase was
financed through [redacted] Bank on a 36-month Fixed Payment Reduced APR; [redacted] signed his invoice and authorization page acknowledging his agreement
with [redacted] Bank.  [redacted]’s signed invoice also indicates at the
time of purchase he acknowledged he was provided a copy of the Repair Service Agreement
and that he understood the coverage associated with his [redacted] 40” TV. 
 
After researching [redacted]
complaint we found [redacted] faxed a Service Agreement Cancellation Request
Form to have the warranty on his TV cancelled on5/24/15.  Our records show on 5/26/15, [redacted]’s warranty was cancelled at a pro rata amount and a
credit of $201.54 was processed to his [redacted] account.  The total
warranty cost with taxes came to $238.14 less the $23.81 cancellation fee
$12.79 pro rata amount totaling $201.54 which was credited to [redacted]’s
account leaving him a remaining balance of $898.44.
 
After further research we
confirmed at the time of [redacted]’s purchase on 3/05/15; Conn’s were offering 0%
interest for 24-months on ALL ELECTRONICS $999 and up.  [redacted]’s TV
was purchased/sold at $699.99 which excluded him from the promotion we were
offering at the time of his purchase.  Therefore, we are unable to honor
[redacted] request.
 
In regards to [redacted]
returning his [redacted] player; his 30-day time frame to return or exchange his
unit with the required 15% restocking expired as of 4/05/15.  Therefore, we are unable
to honor [redacted] request to return the [redacted] player under our Return
and Exchange Policy.
 
We have included supporting
documents in our response.
 
If we may be of further
assistance, [redacted] may contact our Customer Service Department at [redacted].
 
 
Kind regards,
 
 
Jana A[redacted]

Thank you...

for the opportunity to respond to Mrs. [redacted]’ complaint
regarding a purchase made under the name [redacted].  Our records
show on 3/05/15, Mr. [redacted] purchased
a Canon EOS Rebel camera and a Happy Leather (Westfield) furniture set which
consisted of four pieces (armless chair, wedge, loveseat, and power
recliner).  We spoke with Mr. [redacted] on 4/28/15 and his concerns have been addressed
and resolved.  Mr. [redacted] is scheduled to receive delivery on 4/29/15.  We sincerely
apologize to Mrs. [redacted] and Mr. [redacted] for the experience and any
inconvenience that has been caused regarding this matter.
 

If we may be of further assistance, Mrs. [redacted] may contact our
Customer Service Department at 1-877-358-1252.

     


 
Kind regards,
 
 
[redacted]










5/9/2015

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.  From: [redacted] Sent: Thursday, [redacted], 2014 1:12 PM To: [redacted] Subject: complaint #[redacted] I received this message stating that the late fees would be reversed. My case was recently closed but I never received a credit for the $25 that was charged to me and I ended up paying the $25 out of my pocket. This case has still not been resolved as they never gave me a credit for $25 on my account and I had to pay the $25 in late fees. I would just like a reimbursement for the $25 that I paid as a credit on my account. 
Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
 Since I still have not received my check and also I did not get the overdraft fee of 37.00 dollars either from them this matter is not closed.

Thank you again for the opportunity to respond to Ms. [redacted]' concerns regarding her account.  The payment Ms. [redacted] made in November was processed for October's payment. Ms. [redacted]' account was 30 days past due and therefore a credit mark was assessed on the account.Additionally, according to our records, and recorded calls, there was no mention of Ms. [redacted]' credit during her initial call on November 6, 2016.As stated in our previous response, Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove the negative credit mark assessed on the account due to the payments not being made timely. We have included a copy of Ms. [redacted]’ payment history for her records.

Thank you for the opportunity to respond to Ms. [redacted]’s concerns regarding account [redacted]. Ms. [redacted] stated she agreed to pay a settlement amount to close the account and would like the account removed from her husband’s credit report.   According to our records, Mr. [redacted] signed a...

32-monthr retail installment contract on October 9, 2015.  That contract created account [redacted] and he agreed to have the minimum monthly payment due on the 23rd of each month.    On September 5, 2016, Mr. [redacted] signed a 36-month retail installment contact.  That contract created account [redacted] and included the remaining balance from account [redacted].  Account [redacted] was closed on September 19, 2016.    On October 3, 2016, we received a charge back from Mr. [redacted]’s credit card company for a payment in the amount of $103.78 for account [redacted].  Due to the credit card chargeback, account [redacted] reopened.  On November 23, 2016, Mrs. [redacted] accepted a settlement offer on the account.   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.  If Mr. [redacted]’s credit report reflects something other than settled for less than the amount owed, he will need to fax a copy of his credit report for further review.   Conn’s values Mr. and Mrs. [redacted] as customers and appreciates them for bringing their concerns to our attention.

[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 [redacted] and find that this resolution would be satisfactory to me.  
I called the number provided and was told I can go to any Conns store and pick up the rails I will be going to Thornton store to request the Rails for Java Bed. I have had problems in the past with a previos bed and I was told they don't carry rails so I would like to request that if this happens like it did in the past and I got the run around than I would like a full refund of this specific Bed

Thank you for the opportunity to respond to [redacted] additional comments. We provided photos in our previous response showing how different lighting may alters the appearance of the furniture. We have also confirmed that Conn’s does not offer this furniture set in a different color and the product [redacted] received is the same items found in store and listed on her invoice. Although Conn’s has a NO return/exchange policy on all furniture, we are willing to return the sofa and loveseat and issue a credit to her account in attempts to resolve this matter. [redacted] may contact us directly at 1-866-765-1513 to schedule a date for Conn’s delivery team to pick up the merchandise. Once the items have been received we will process the credit to [redacted] account. Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. Mrs. [redacted]’s concerns were addressed directly with the district manager under Conn’s guidelines. Again, we sincerely apologize for any inconvenience Mrs. [redacted] experienced during this process and we are happy that her issue has been resolved. We appreciate Mrs. [redacted] business and we value her as a Conn’s customer. 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 concerns regarding his account. 
 
According to our records Mr. [redacted] signed a 24-month retail
installment contract on December 14, 2014. 
This contract included a Tempurpedic (Cloud Supreme) queen...

mattress,
Tempurpedic (Up) queen adjustable base, and a Jackson Furniture set which
consisted of three pieces (left sectional, armless sofa, and ottoman) totaling
$6,021.14.  Mr. [redacted]’s signed invoice indicates at the time of
purchase he acknowledged he was provided a copy of Conn’s Return and Exchange
Policy which states: No Returns/Exchanges on: Furniture, mattresses, décor & accessories unless inspected by a
Conn’s Service Technician and found to have a manufacturer’s defect. 
Mr. [redacted] opted to have his items
delivered. Mr. [redacted] signed his delivery ticket and delivery receipt
acknowledging all items were delivered and received on December
15, 2014 in good order.  Mr. [redacted]’s signature on his delivery
ticket and delivery receipt acknowledges he thoroughly inspected his
merchandise for damages and made aware that an exchange or price concession
would not be authorized for damages discovered after the delivery. 
 
Mr. [redacted] has not made an attempt to
contact our service department regarding the furniture.  We reviewed Mr.
[redacted]’s retail installment contract and found he signed acknowledging he
was aware property insurance was added to his account at the time of
purchase.  Mr. [redacted] provided a copy of his homeowner’s declaration
page and received an insurance credit in the amount of $919.36.  Pleases note, an insurance credit will not
reduce the minimum monthly payment due.
 
Mr. [redacted]’s retail installment contract
also provides detailed information regarding each item that was purchased, the
prices of each item, the total amount financed, and his monthly payment amount.
We have included a copy of the signed retail installment contract, payment
history and delivery ticket for his records.
 
We value Mr. [redacted] as a customer and appreciate him bringing his concerns to our attention. If we may be of further assistance, Mr.
[redacted] may contact our Customer Service Department at 1-877-358-1252.

Thank you for the opportunity to respond to Ms. [redacted]’s complaint.  Our records indicate that on 1/21/17 Ms. [redacted] purchased a ** washer and dryer each with a 36-month Repair Service Agreement (RSA); she also purchased a [redacted] king sized bed set, dresser, mirror, and...

nightstand and a [redacted] king sized mattress each with a 36-month [redacted] service agreement and two [redacted] xl box springs which included a ten year limited manufacturer’s warranty.  Ms. [redacted] also signed his invoice acknowledging that he received a copy of Return and Exchange policy.  Our Return and Exchange Policy states: A consumer has 30-days from the date the item is received to return or exchange appliances and electronics with the required 15% restocking fee and if your product fails while under manufacturer’s warranty or Conn’s RSA, Conn's Factory Authorized Service will repair your product according to these warranties.  No returns or exchanges on furniture.  If your product fails while under manufacturer’s warranty or Conn’s [redacted] Service Plan, Conn's Factory Authorized Service will repair your product according to these warranties.  Ms. [redacted]’s products were delivered on 2/11/17 as requested. After further review we show that Ms. [redacted] notified the delivery technician that the washer was not working properly and he advised her to contact ** for troubleshooting.  She then contacted us on 2/25/17 stating that the washer was making loud noises, the control panel lights were on and it stops in the middle of the washing cycle.  Service was scheduled with ** for 3/7/17; on 3/7/17 Ms. [redacted] was approved for an exchange under her RSA due to the washer failure within 24 days of purchase. At this time Ms. [redacted] has been contacted and she is aware that she is currently scheduled for delivery on 3/11/17 for the new washer. If we may be of further assistance, Ms. [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards, Kristal W[redacted]

[redacted] has been contacted regarding his additional concerns
and Conn’s has agreed to exchange his washer due to the delay.  [redacted] was advised that he has a
credit of $[redacted] to use toward a new washer; he will need to visit his
nearest Conn’s to reselect and schedule delivery.
 
If we may be of further assistance, [redacted] may contact
Customer Service Department at [redacted].
 
 
Kind regards,


Sincerely,
 
[redacted]

Thank you again for the opportunity to respond to Mr. [redacted]'s concerns regarding account [redacted].  After further review, we found that the repair service agreement (RSA) Mr. [redacted] purchased on the sound bar was not credited at the time of his return.  We have credited the RSA and are in the process of closing the account and reversing the negative credit marks assessed on the account.  We ask that Mr. [redacted] please allow 30-60 business days for the credit bureaus to update their records.  Conn's values Mr. [redacted] as a customer and sincerely apologizes for any inconvenience he has experienced due to this matter.   Thank you, Cheryle S[redacted]