Conn's Home Plus

Thank you for
the opportunity to respond to [redacted]’s concerns regarding account #
[redacted].  [redacted] stated Conn’s
breached her contract and split her bedroom set up onto two contracts. 
According to
our records, [redacted] signed a 32-month retail installment contract...

on May 23,
2014.  [redacted]’s credit limit on her
Conn’s account was $3,000.00 with a $300.00 deposit.  This available credit limit would not allow
[redacted] to purchase all the items she needed. 
[redacted] also has a Conn’s GE card with a credit limit of
$2,000.00.  [redacted] used the GE credit
to purchase the remainder of her items. 
This is why she has two different contracts. 
We have
attached copies of [redacted]’s signed documents from both Conn’s credit and GE
credit for her records.  We have also
included a copy of her payment history for her records.  We have also attached a copy of the invoices
for each account to insure her she was not double charged for her items.  She has merchandise charged with Conn’s
credit and merchandise charged with GE credit. 
We value [redacted] as a customer and appreciate her bringing her concerns to our
attention.  Thank you,Cheryle S[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint.
Our records show on [redacted], Mrs. [redacted] purchased a GE dishwasher with a 1-year
limited manufacturer’s warranty and received delivery on [redacted] in good order.
We received Mrs. [redacted]’ complaint and found she...

contacted our
service department on 9/12/14 stating the washer will not start any cycles.
Mrs. [redacted] service appointment was scheduled by the manufacture on [redacted];
upon inspection the technician found parts needed to be ordered to complete
repairs. Our records show parts were scheduled to arrive on [redacted] however; there
was a delay receiving the parts from the manufacture to complete repairs. Once
all parts were received Mrs. [redacted] was scheduled for repair on [redacted]; the
technician installed the parts and tested the dishwasher, the unit tested ok.
As of [redacted], we have no further indications of any issues Mrs. [redacted] has
regarding her dishwasher.
At this time Mrs. [redacted]’ dishwasher does not meet the
qualifications for an exchange; the unit has been repaired and no further
credit is due.
If we may be of further assistance, Mrs. [redacted] may contact us at ###-###-####.

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.  
I do not believe that a hard plastic feeling seat is subjective to perception particularly when anyone who sits in it states there is no cushion. This is a bad business practice. It is poor consumer relations esp. when I am a returning customer in good standing. I did not ask for a refund, but an exchange and the electric recliner I wanted to exchange it for one that costs more with one of the selling points being a comfort coils system in the seat. This is esp. poor customer relations for local retirees and total disrespect for good returning customers. In addition, more disrespect is shown when the clearly indicates [redacted] and I am referred to as "Ms. [redacted]" - this demonstrates  poor customer care and not paying attention to the consumer and their needs, I had originally chosen another chair and called to see if it was in stock. When I got to the store I was told that the chair was erroneously marked as power online and that I would have to choose another chair. This chair was very important in my recuperation from shoulder replacement surgery that I had two days after it was delivered on Dec 12th and returned from the hospital a few days later. I was in extreme pain but was in a bind and had to endure one problem after another while trying to purchase a chair. I did not want a lift chair but had to settle as that was all they had that wasn't leather. Even after the contract was drawn up and I watched all sorts of add ons etc adding more and more fees - then I find out that I did not buy enough to get the no interest and deferred - two reason why I chose Conn's and was told I would get the specials over the phone, then assured again whilst speaking with the salesman before trying out the chair and then once again after signing parts of the contract. However, after signing the all of the contract the salesman could not input the price and terms discovering that I am $100 short of getting the special!!! That is the regular price - if all the fees and delivery fees (which I was told was free), taxes and other fillers were counted in the price I would have gotten the special. I should have got up and walked out right there but I was under duress and stressed that I would not have a much needed chair to recuperate in - a chair I was supposed to sleep in for the  first week or two to stabilize my operative shoulder. This was not a vanity purchase but a necessary part of my recuperation.  There was so much back and forth between the salesman (whim I found out was new at around this point) and not one, but two managers I soon found myself not being able to follow what was or wasn't going on to the point of confusion , which apparently the staff was also because they kept having to consult each other. During that time, again I am signing papers, "forgot to sign here", "forgot to give me paper that I have to sign" etc, my head was spinning; not once was I told that there was a no return policy, although apparently it is in the contract I was rushed through, being given a brief synopsis to save time.  Had I not been so ill, I would have sat there and not trusted Conn's, taking hours to fine comb through it.  More time was spent explaining the damage insurance (and why it was mandatory ) I had to purchase than anything else. I was glad to get it over with and thought the task of obtaining a suitable chair was over. Not so. I am stuck with a terrible chair as a symbol of Conn's utter disregard and disrespect for excellent repeat customers who honor their debts and are in good standing. I would think with so many of these complaints they would either makes exceptions or change their policy to other local furniture stores and have at least an exchange policy - a company who stands behind the quality of their furniture would have no probem exchanging the merchandise. This no exchange policy is indicative of a business who knows their products are inferior and too bad for the customer. Buyer Beware of Conn's.
Regards,[redacted]
 









Read More Customer Complaints:

322
323
324
>
>>


$(function () {
$('.complaint-block a[data-toggle=collapse]').click(function () {
$(this).text($(this).text() == $(this).attr('data-close-text') ? $(this).attr('data-open-text') : $(this).attr('data-close-text'));
});
$('.complaint-block .collapse').collapse({
toggle: false
});
$.each($('.complaint-block a[data-toggle=collapse]'), function (index, value) {
$(value).text($(value).attr('data-close-text'));
})
});

Thank you for the opportunity to respond to **. [redacted] additional comments.  As previously stated at **. [redacted] request he elected to receive a refund in lieu of his exchange.  A credit of $2,999.99 plus tax was applied to his account which closed his account.  Our records indicate once the credit was applied to **. [redacted] account he was issued a check refund in the amount of $286.33 for an over-payment. Although, we have initiated his refund and closed his account; **. [redacted] furniture and television is still in his possession.  At this time no additional credit is owed.  In regards to **. [redacted] OTR microwave he purchased on 2/11/13; we show his last service call with Conn’s was on 4/22/13.  Our records indicate **. [redacted] service on his OTR microwave was completed on 5/02/13; we have no records showing **. [redacted] attempted to contact us regarding a service issue with his OTR microwave once service was completed.   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.  
[Provide details of why you are not satisfied with this resolution.]          I [redacted] do not agree that the matter is solved. From the very start my [redacted] and I have had problems dealing with the washer /dryer combo, them (Conns) had problems **tting it to my home, it needing repairs, a month of waiting for the unit to be fixed, the day comes for it to be fixed and not enough parts were ordered, waiting another week or so for an approval on an exchan**, calling to make sure they (Conns) have a unit to beable to exchan**, being told one thing but when my [redacted] and I **t to the store ( I was distracted/ not paying attention and wrote it down wrong), Then go talked to both mana**rs at that store and they were both not very nice at all ( just give them a refund to be done with this and them and **t them out of my store).          Through all the problems with Conns they offer a $100.00 Conns gift card thats it take it or leave it thats all we will do... Really! of course its no problem for them because they are not out of pocket nothing its just going to come right back to them.  Im now out of pocket for having to go to the laundry mat to do my laundry for a month, out of pocket hundreds for financing the first washer/dryer combo and now Im out of pocket hundreds for the new one aswell!  How is that in any shape or form fair or just?

Thank you for the opportunity to respond to Mrs. Radford’s complaint. We contacted the sales representative who stated he did not promise Mrs. Radford a time-frame for delivery but informed her she could find out if the time she needed is available once she is contacted by the delivery department....

Our records show the delivery department contacted Mrs. Radford on 4/19/17 and informed her that we are unable to offer a preferred time frame. Mrs. Radford is currently scheduled for delivery on 4/20/17between the time-frame of 10:30am – 1:30pm. If Mrs. Radford needs to re-schedule her delivery for a more convenient time, she may contact our delivery department. Conn’s does offer delivery in Mrs. Radford’s area 7-days a week. If we may be of further assistance, Mrs. Radford may contact our Customer Service Department at 1-877-358-125  Kind regards, D[redacted] W[redacted]

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding accounts
[redacted], [redacted], and [redacted].  Ms.
[redacted] stated she paid off her accounts; however, Conn’s debited payments
from her account after the accounts were paid in full. ...


 
According to
our records, Ms. [redacted] spoke with one of our credit agents on August 7,
2015.  She asked that payments be
scheduled to process in September, October, and November of 2015.  On September 2, 2015 we received payments in
the mail that brought each account to a zero balance.  Ms. [redacted] did not call back to cancel the
payments she scheduled in August. 
 
As of
September 18, 2015 we have submitted refunds for $75.20 for account [redacted]
and $143.27 for account [redacted].  We
ask that Ms. [redacted] please allow 10-14 business days for processing.  If Ms. [redacted] has not received her refund
checks on or before October 7, 2015 was ask that she contact our customer
service department at 877-358-1252 so we may track the refund checks. 
 
We value Ms.
[redacted] as a customer and sincerely apologize for any inconvenience she has experienced
due to this matter.  We have attached
copies of Ms. [redacted]’s payment histories for her records. Thank you,Cheryle [redacted]

[A default letter is [redacted] here which indicates your acceptance of the business's response.  If you wish, you may [redacted] 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 [redacted] to me pending the credit to my account in 7 to 10 business [redacted].[redacted]

Thank you for the
opportunity to respond to [redacted]. [redacted]’s complaint regarding a
purchase made under the name...

[redacted].  Our records show on [redacted], **. [redacted] purchased a [redacted] computer with a (25-month Repair Service Agreement
w/Accidental Damage).  **. [redacted]’s signed invoice indicates at the time
of purchase he acknowledged he was provided a copy of the RSA &
ACCIDENTAL DAMAGE brochure and that he understood the coverage associated
with the product.  **. [redacted] elected to pick up his computer from our
[redacted] location.  
 We received [redacted].
[redacted]’s complaint and found **. [redacted] contacted our service department on
five separate occasions dated from [redacted] through [redacted]; however only four
out the five calls were completed. 
·         On [redacted], the hard drive and mouse were replaced; the technician also
restored **. [redacted]’s computer.
·         On [redacted], the technician found his computer had a virus.  The
technician erased the hard drive and restored the unit (No parts were needed).
·          On [redacted], **. [redacted]’s computer was received; after assessing the
computer the technician found the system needed to be restored.  We attempted to contact **. [redacted] on [redacted], [redacted], [redacted], and [redacted].  The service order was cancelled due to no response
and **. [redacted]’s computer was sent back to his local store for pick
up.  
·        On [redacted], after restoring the system to the
manufacture setting the technician found the motherboard also needed to be
replaced.  On [redacted], the technician completed the repairs; he replaced and
installed a new motherboard.
·        On [redacted], **. [redacted]’s computer was received in
service; during the inspection the technician found the motherboard and
operation system had crashed.  The technician determined at that time
the computer was uneconomical to repair; therefore Conn’s agreed to exchange
her computer under the Terms and
Conditions of the Repair Service Agreement.
**. [redacted]’s exchange
was approved on [redacted]; he was issued a
credit up to the original amount paid which was $[redacted] because the original
model was no longer available.  **. [redacted] initiated his exchange on[redacted] he elected a [redacted] notebook model
([redacted]).   
 
If we may be of further
assistance, [redacted]. [redacted] may contact our Customer Service Department at [redacted].


 
 
[redacted]










2/21/2015






Complaint

In the first week of December I purchased a Sectional for my living room. The right side of the sofa was damaged upon delivery. It had a scratch on the leather arm rest. Several attempts have been made for them to repalce the sofa. They have promised to change it over and over but to this day...

they have not done so. I have personally gone to the Arlington Store and spoken to the manager and contacted their costumer services department. They came over and took pictures of the sofa and promised to replace it but it's been a month and I keep getting the runaround.







Desired Resolution

I have purchased before from Conn's and have been a very satisfied customer before. I would like for them to replace my sofa as promised and for them not to keep giving me the runaround.

Consumer Business Dialog

Thank you again for the additional opportunity to respond to [redacted] concerns regarding account [redacted]. The product purchased as well as the credit have to qualify for the no-interest financing promotions.  In [redacted] case, the product did not qualify; therefore, we are unable to comply with his request for 12-months no-interest financing.  The television [redacted] purchased would have had to have been over $999.99 to qualify for the 12-months no interest financing promotion.  Again we are unable to add the 12-months no-interest financing promotion to the signed retail installment contract. Thank you,[redacted]

Thank you for the
opportunity to respond to Mr. [redacted] additional comments.  Mr. [redacted] stated in his additional
comments that the display shown in the store has the same As imperfections.  However, Mr. [redacted] elected to
purchase the furniture set.  Mr.
[redacted] is unsatisfied with the design and comfort of his furniture.  Comfort is a preference which is not guaranteed
and not covered under the Terms and Conditions of the manufacturer
warranty or Furnituregard.  Mr.
[redacted] still has the option to purchase the additional pieces if needed.  As mentioned Mr. [redacted] has been
informed on several occasions we are unable to honor his request for
exchange; Conn’s has a No Return/Exchange Policy on Furniture items
unless inspected by a Conn’s Service Technician and found to
have a manufacturer’s defect.
 
If we may be of further
assistance, Mr. [redacted] may contact our Customer Service department at
1-[redacted].
 
Kind regards,
 
 
Jana A[redacted]
Customer Relations









           




 



















8/14/2015






Complaint

Made several calls to Conns extended warrenty center and keep getting run around. Repair man was told on ticket to call my phone at [redacted] and he never does. He calls one of several other numbers that the rep says is not even on the work order. the problem the number they call is not...

monitored [redacted] is. Repair man has made several trips to the home and orders a part with running diagnostics. then he comes back and orders more parts as the one he ordered first did fix the Range/dish washer. Repair is incomplete as dishwasher still not clean dishes and range does not light without a match. Flame on range is not adjusted corrently and is waisting gas. When you call the service center you get transfered and then may get transfered back. One rep says one thing and then the service tek say something else. It has been over a month and the reange and dishwasher is still not working correclty.







Desired Resolution

I just want my dish wasger and range to work as it should and as conns promoted it when I bought it. I paid a lot of money for the extended service and at this point it looks like I waisted my money.

Consumer Business Dialog

Thank you for the opportunity to respond to Mrs.
[redacted]’s complaint. Our records show 2/26/15, Mrs. [redacted] financed a
[redacted] French Door refrigerator with a...

48-month Repair Service Agreement
through RAC Acceptance and was originally scheduled for delivery on 2/28/15. However;
due to serve weather conditions all scheduled deliveries in Mrs. [redacted]’s area
were cancelled and re-scheduled for a later delivery date. Our records show
Mrs. [redacted]’s refrigerator was delivered and received in good order on 3/3/15.
We sincerely apologize for any inconvenience
Mrs. [redacted] experienced as a result of delivery delay and will mail her a
$25.00 gift card for customer satisfaction.
If we may be of further assistance, Mrs. [redacted]
may contact customer service at 1-877-358-1252.
Kind regards,
 
Dyeisha W[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. We mentioned in our original response that the serviceman notated that the customer mentioned a hole in the fabric but was unable to find any rips or damages to the area upon inspection. During the last service appointment dated 4/20/17, we sent out a different serviceman who reported that he successfully installed the new mechanism to complete the repairs. However; no rips or further damages were reported at the time. Again, Mrs. [redacted]’s furniture does not meet the qualifications for an exchange. If Mrs. [redacted] has any additional concerns she may contact our Service Department at 1-855-266-6349 If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-125  Kind regards, Dyeisha [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.  
The error was on the salesperson and mgr and I told them on the first delivery that they needed to come get the bed since someone errored and they assured me they would make it right but they needed me to sign for the other base so we could sleep in our new bed. The promise was that they was going to get with corporate to discount for the error and that corporate would probably only discount for $500.00 and I told them that would not be acceptable because they quoted me a price and beat the price [redacted] have us. The sales person said the mgr would take the $300.00 difference that I WAS agreeable to from his store. I checked back before the bed came twice and was promised they were working on it. If that correspondence did happen between the store and corporate, why was this not in this first letter. Conns corporate has been told this over 20 times by phone and they do not want to settle by phone but keep dunning me 3-4 times till I finally blocked all communications because they have been rude and transferred me several times to have me repeat the situation just to say,"I'm sorry, but you'll have to straighten that out with the store." The store passes the buck back to corporate and also tells me the sales person no longer works for Conns and the mgr is no longer at this store.
Regards,[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.]
I don't agree with the response because the extended warranty had been expired 4 weeks only and its the same issue as before according to the tech 
Regards,

Thank you for the opportunity to respond to [redacted]’
complaint. Our records show on 10/09/14; [redacted] purchased the [redacted] furniture set which consist of three pieces (sofa, chaise, and ottoman)
with a 1-year limited manufacturer’s warranty. [redacted] delivery...

was
scheduled and received in good order on 10/09/14.
 
We received [redacted] complaint and found she contacted our
Customer Helpdesk department stating she did not receive the legs on her sofa
upon delivery. After further review and research, we confirmed that the legs
were not installed on [redacted] sofa during delivery. We attempted to locate
the correct legs for [redacted] sofa
however; we were unsuccessful in our attempts to locate the legs locally
therefore, we placed a special order to receive the proper legs. Our records
show there was a delay receiving the legs from the manufacturer. Once we
received the legs, Conn’s delivery team was scheduled on 11/24/14 to install
the legs on her sofa.
 
We contacted [redacted] on 12/8/04 to discuss her concerns;
during the conversation we confirmed [redacted] legs have been properly
installed on her sofa. As a gesture of goodwill, Conn’s offered to refund [redacted] delivery fee and credit a partial payment to her account. As agreed
upon, we have processed a credit in the amount of $151.54 to [redacted]’
account and the partial payment of $151.54; please allow 7-10 business for
credits to reflect on the account. We sincerely apologize for any inconvenience
[redacted] experience as a result of Conn’s delivery.
 
 
If we may be of further assistance, [redacted] may contact us at
[redacted]
 
Sincerely,
 
[redacted]

Thank you for
the opportunity to respond to Mrs. [redacted] concerns regarding her GE
account.  Mrs. [redacted] stated she should
have had 12-months no-interest on her account.
 
According to
our advertisement for the week of Mrs. [redacted]’ purchase, we were not offering
12-months...

no-interest financing.  We have
attached a copy of the ad for Mrs. [redacted] to review.
 
We value Mrs.
[redacted] as a customer and appreciate her bringing her concerns to our
attention.  Thank you,Cheryle S[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.  
I have sent, via email, the requested form and also included a copy for record purposes. Until I receive notification that this RSA agreement is cancelled and I receive an updated contract reflecting the new balance and payment book, then and only then will I warrant this as resolved.
Regards,
 [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 3/07/17, Mrs. [redacted] purchased a 55” [redacted] Curved TV and elected to purchase a 25-month Repair Service Agreement with Accidental Damage Coverage. We show Mrs. [redacted]’s television was delivered in good order...

on 3/25/17; the unit was unpackaged, plugged in and inspected for damages at the time of delivery and no issues were reported. Mrs. [redacted] did not elect to purchase Conn’s installation service therefore; the unit was placed in a secured location to be installed by someone other than Conn’s. After further review of Mrs. [redacted]’s complaint, we show she contacted our warehouse after delivery was completed stating that the unit appeared distorted and provided photos of the damaged television. However; after reviewing the photos taken with the unit turned on at the time of delivery and the photos provided by Mrs. [redacted], we were able to confirm that there were no damages to the unit at the time of delivery. Mrs. [redacted] was informed that she would need to contact our service department to setup an appointment. Our record show, Mrs. [redacted] is currently scheduled to have a technician assess her unit on 4/7/17. Once we receive the technician’s report, we can determine what further actions are required. If we may be of further assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252  Kind regards, Dyeisha [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.  I would assume that everyone involved can see a common theme, Conn's is never wrong.Who in there right mind would not have returned to the showroom to exchange a brand new refrigerator and continue to make payments on it?  No one.The service inspector that came to my home stated that the mattress needed to be replace only to have Conn's report what they want.The second time they claim to have called on 3 different occasions follows in line with them stating they call and you have no missed calls, messages or they say the "mail box was full" which, in my case never happens.  Conn's claimed they called me on many different occasions during this most recent exchange and I can provide phone records reflecting there inability to tell the truth.  They also change your your phone number on record to reflect numbers from the past.  The only reason I received the most recent report was due to my persistence in calling for updates.  Keep in mind I have the most recent visit by the Conn's representative recorded and he openly admits that it needs to be replaced but "they" will not listen to him.Cn's will continue to lie to consumers, steal from them and abuse the public until someone stops them.  Is is deceptive and I believe the only way to fight back is through legal action.
Regards,[redacted]