Conn's Home Plus

Thank you for the opportunity to respond to Mr. [redacted]’s
complaint. Our records show on 12/28/14, Mr. [redacted] purchased
the [redacted]...

[redacted] living room furniture which consists of three pieces
(sofa, loveseat and rocker recliner) and elected to purchase a 48-month
FurnitureGard Plan. Mr. [redacted] furniture was delivered and received in good
order on 1/8/15.
 
We researched Mr. [redacted] complaint and found he contacted our
service department on 1/11/16 stating the leather is tearing on the
loveseat. A service appointment was scheduled for 1/20/16; during the inspection the serviceman found the leather is
cracking on the right inside back and also on the right inside/outside of the
arm casing. After reviewing the serviceman’s findings and photo’s provided at
the time of inspection, Mr. [redacted] was contacted and made aware that the
issues found on the headrest and armrest is a result of normal wear and tear,
which is not covered under the T&C’s of the FurnitureGard Plan. Please
refer to FurnitureGard T&C’s (Number 15: What Is Not Covered).
 
At this time we are unable to honor Mr. [redacted]’s request for an
exchange; based on the serviceman’s report and photo the reported damages are a
result for normal wear and tear from everyday use.   
 
 
If we may be of further assistance, Mr. [redacted]
may contact Customer Service at1-877-358-1252.
 
Kind regards,
 
Dyeisha W[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’ concerns regarding account [redacted].  Mr. [redacted] stated he paid his account balance in full; however, the account did not close and additional payments were drafted from his checking account.   According to our records, Mr. [redacted]...

received a payoff quote of $1302.29 on August 17, 2016.  He scheduled the payment to post on that day; however, his account did not close.  Mr. [redacted] has automatic payments scheduled on his account. Due to the account not closing, additional payments in the amount of $345.10 were drafted on September 6, 2016 and again on October 6, 2016.  Mr. [redacted] disputed one of those transactions with his financial institution and it was reversed on December 20, 2016.    Mr. [redacted] account has been closed as of December 21, 2016.  He will receive a refund check in the mail in the amount of $345.10 within the next 10-14 business days.  Please note, if Mr. [redacted] disputes the second payment with his financial institution, his account will reopen.   Conn’s values Mr. [redacted] as a customer and sincerely apologizes for any inconvenience he has experienced due to this matter.    Thank you, Cheryle [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.  
Problem:I had previously filed a complaint against Conn's in 2015 (Case #[redacted]) when I purchased an oven from them which they refused to return. When installing my oven, they broke my counter and their solution was a $250 reimbursement, which is when I contacted the Revdex.com. A year later, they still have not paid the reimbursement for me having to replace all of my kitchen counters and I cannot get anyone to respond. It's been over a year now and this nightmare is still continuing. I just want what I was promised as part of their resolution in their Revdex.com response.TranslateDesired Resolution / OutcomeDesired Resolution:Refund
Regards,
 











7/10/2015






Complaint

From the beginning this has been a customer service / product issue debacle. I purchased a bed from Conns (via the phone after shopping and choosing in persone - with a helpful service agent) I had to go in the next day to sign paperwork and set up delivery. When I arrived the Manager was upset...

that the order had not been set up. He then did this and we went over the paperwork. The extended warranty that I was told was no more than $100 was now $250 - therefore we had to redo that as I declined it. The 2 year no interest financing I was told I was getting was now a 1 year deal. I dealt with the frustration and signed the paperwork. I then received a call confirming delivery of the product - only it was the wrong product. I then had to start the process over - extending the time it took to get the bed (while being charged more for the bed I originally wanted) As I had out of town guest coming in this was not ideal. The bed was then delivered with no bed frame. When I called to check on this I was told that they do not come with fr[redacted] - when I stated that I was never told this (had it been mentioned I would have purchased one) - J[redacted] the store Manager then told me that he would get one to me within a day (as my out of town guests were now sleeping on a bed on the floor) - This never happened - weeks later I am still waiting. Also the bed delivered is NOTHING like the bed in the show room. No one will help me with a return. I am being told I HAVE to keep the product for 30 days (which then conveniently brings us into a payment period) and then will only be able to exchange - most likely not return. I have reviewed this store poorly via [redacted] and when I tried to give a poor review to their corporate website - it was censored and not posted. I have now been told (weeks into this - and after I threatened to get a lawyer involved) that due to the fact that I said the word 'lawyer' that corporate instructs the employees to not have any contact with me.
Product_Or_Service: [redacted] Matress
Order_Number: [redacted]-001
Account_Number: account under [redacted]







Desired Resolution

DesiredSettlementID: Refund
I am asking the store to pick up the bed that is nothing like what I ordered - and refund me in full for this. I just want to be finished with wasting my time dealing with this horrendous company.

Consumer Business Dialog

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. If Mrs. [redacted] is able to provide documents to support her claim, we would be happy to look further into this matter. However; in our original response we provided a copy of Mrs. [redacted]’s signed invoice which list the reason for returning the unit was because she was not happy with the sound and picture. Mrs. [redacted] agreed, signed her invoice and paid the 15% restocking of $82.50 to return the unit. Therefore; at this time we are unable to waive the required 15% restocking fee to return the unit.If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513. Kind regards,Dyeisha [redacted]

Thank you for the opportunity to respond to Mrs. [redacted] complaint.  We researched Mrs. [redacted] complaint and we were able to confirm the week of8/21/16the price of the [redacted] 65” LED TV model ([redacted]) was listed at 1,299.99 which was $100.00 less than the paid at the time of her...

purchase.  As of9/10/16, Mrs. [redacted] concession has been submitted and a credit of $108.15 has been processed to her Conn’s account.  We sincerely apologize to Mrs. [redacted] for any inconvenience she experienced during this process.    If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at1-877-358-1252.     Kind regards,     Jana [redacted]

Thank you
for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show
on 3/5/15, Mrs. [redacted] purchased a ** washer and dryer both with a 24-month
Repair Service Agreement Plan.
 
After
researching Mrs. [redacted]’s complaint we found she contact our...

service
department on 6/10/15 stating the dryer has a burnt smell and has unplugged the
unit. Mrs. [redacted] was originally scheduled for repairs on 6/13/15 however;
due scheduling conflicts, her appointment was re-scheduled. We show on 6/15/15,
a technician was sent to assess the dryer; during inspection the technician
re-installed the vent hose, cleaned the heater coil and instructed Mrs.
[redacted] on proper use of the product.  Mrs.
[redacted] signed off on the technician service report acknowledging the repairs
were completed to her satisfaction. We sincerely apologize for any
inconvenience Mrs. [redacted] experienced during her recent service call. We
value Mrs. [redacted] as a customer and we continue to strive for 100% customer
satisfaction.
 
If we may be of further assistance, Mrs. [redacted]
may contact our Customer Service department at 1-877-358-1252.Kind regards,Kathryn J[redacted]

Thank you for
the opportunity to respond to Mrs. [redacted] concerns regarding account
[redacted].  Mrs. [redacted] stated her
husband scheduled a payment to post to the account on July 28, 2015; however,
Mrs. [redacted] called on July 24, 2015 and stated she was going to go into the
store and...

make the payment, but the payment as drafted from her account on July
28, 2015 anyway.
According to
our records, Mr. [redacted] called on July 21, 2015 and scheduled a payment to post
on account [redacted] on July 28, 2015. 
Mrs. [redacted] was contacted on July 24, 2015 regarding the payment that
was due on account [redacted].  Mrs.
[redacted] stated she was going to go into the store to make the payment on account
[redacted]; however, there was no mention to cancel the payment that was
scheduled to post on account [redacted]. 
On July 29,
2015 Mrs. [redacted] called and stated she did not authorize the payment to process
on July 28, 2015.  The information was
forwarded over for research.  On August
21, 2015, Mrs. [redacted] requested the refund be canceled and to let the payment
to post to the account. 
We value Mrs.
[redacted] as a customer and appreciate her for bringing her concerns to our
attention. We have attached a copy of Mrs. [redacted] payment history for her
records.  Thank you,Cheryle [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 couches were both damaged further by your service technician when he hastily, forced the zipper on the cushion causing the zipper to get caught in the stuffing & as a result the case does not close. This is not a warranty or defect as our warranty describes, it is damaged caused by your warranty station & therefore not categorized as a warranty issue. I come home daily & have to pick up white stuffing from all over my living room, get on my back, go under the couch, & stuff it back in. The springs I understand your position with regard to the warranty even though I am disgusted with the quality of these couches. They protrude to the point of being painful when lying on them. I've never paid 4 figures for a product that is an absolute lemon of craftsmanship. I have faithfully paid you folks on time & know what good companies do. Despite what you have in writing on the contractual warranty if you sell the customer a piece of junk you replace it because you take pride in your work & want your customer to be proud of doing business with you. Its intrinsic & a best practice, unspoken policy in all companies I've run to get my customer happy within reason. Right now I have 2 pieces of furniture in my home that I cant even use, We use blankets on the floor. Your timeline to repair what your tech destroyed is not reasonable. Thank you for your reply, I hope to get this issue behind me.    
Regards,
[redacted]
  [redacted]

Thank you for the opportunity to respond to *** *** concerns regarding account ***.  *** *** stated she accepted an offer to refinance her account.   According to our records, *** *** accepted an offer to refinance her account on June 6, 2016.  On June 7, 2016 the...

refinance offer was rejected because additional information was needed.  We made several attempts to contact *** *** to obtain the additional information needed, but were unsuccessful.    On June 20, 2016 we were able to reach *** *** and obtain the additional information needed and the refinance was processed.  On July 5, 2016 the refinanced contract was emailed to *** *** and she returned it on July 8, 2016.  On July 15, 2016 the new account was established.    *** *** will receive a new payment booklet in the mail reflecting her new account number and minimum monthly payment amount.  Additionally the credit mark assessed on the account due to the refinance process will be removed.  We ask that *** *** please allow the credit bureaus 30-60 days to update their records.    Conn’s values *** *** as a customer and appreciates her for bringing her concerns to our attention.     Thank you, Cheryle ***

Thank you for the opportunity to respond to Mrs. [redacted] complaint.  We researched Mrs. [redacted] complaint and found her issue has been addressed and resolved.  Our records show an exchange was approved for Mrs. [redacted] to replace her refrigerator.  As of 8/28/15, Mrs. [redacted] new...

refrigerator has been delivered and received in good order.  We sincerely apologize to Mrs. [redacted] for his experience and any inconvenience that has been caused regarding this matter.        We have included supporting documents in our response.If we may be of further assistance, Mrs. [redacted] may contact Customer Service at[redacted].Kind regards,Jana [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 have I have contacted my local store where I made my purchase within 72 hours of my purchase to get a replacement or anything else they was to offer the local store manager and a sales associate told me I was unable to do so in the contract it states I have 72 hours to return merchandise if something was wrong with it this effective or whatever within 72 hours without having to pay a restocking fee of 15% but yet again I went ahead and did a service for the laptop after consulate calling the customer service line I took it into my local store they shipped it out and I received my laptop back with new software installed on it but same day I received it was having similar issues with the computer contact my local store again and was informed that to get another service on my laptop I will have to pay $50 to get it serviced again within one year a lady from the service center called and asked me if I had any complaints I told her of the issues before I had took it into the store but she did not let me be aware of those that I had to pay a $50 service fee to get it serviced about paying the insurance on the merchandise that giving service would be free but they informed me at my local store you only get one free service per year on each product

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.  
Thank you for your fast response. however I disagree with the records in your system. the last time that phone number was called was 04/01/2015- she received a hang up call and called the phone number back because she did not recognize the phone number.I ask again to please Delete that phone number from my account so your company no longer has access to it
Regards,
[redacted]

Revdex.com:
TThe company ended up making me take a lesser product in order to receive items.  Then also tried to make me pay delivery char**s until I agreed to buy end tables. This company is a bait and switch company.  
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,

Thank you for the opportunity to respond to Ms. [redacted]’ complaint.  Our records indicate that on4/02/17 Ms. [redacted] purchased a [redacted] Refrigerator with a 24- month Repair Service Agreement. Ms. [redacted]’ signed invoice acknowledges that he received a copy of the 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.   On 4/3/16 Ms. [redacted]’ refrigerator was delivered as promised.  After reviewing Ms. [redacted]’ complaint, we show she contacted Conn’s Delivery Dept. on 4/6/17stating that the refrigerator never cooled.  A service call was set up on 4/6/17, however after reviewing Ms. [redacted]’ account we show she has a 24- month Repair Service Agreement, which allows Conn’s to replace a defective product if it fails within 72 hours of the delivery.  On 4/18/17Ms. [redacted] was approved for a replacement and has been contacted with information regarding her exchange. If we may be of further assistance, Ms. [redacted] may contact our Customer Service Department at1-877-358-1252.  Kind regards, Kristal [redacted]

Thank you again for the opportunity to respond to Ms. [redacted]'s concerns regarding her account.  We are unable to process a return on the product as she is outside our return exchange policy.  Although Ms. [redacted]'s account is not interest free, her minimum monthly payment due has not changed.Again, Conn's values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on 5/9/15, Mr. [redacted] purchased the [redacted] furniture set which consist of two pieces (left sofa and right chaise) both with a 1-year limited manufacturer’s warranty only; no additional coverage...

was purchased. We researched Mr. [redacted]’s complaint and found he contacted our service department on 5/30/15, stating the back snapped on the sofa. A service appointment was scheduled for 6/4/15; during the inspection the serviceman found the back wood frame support was broken. The serviceman was able to repair the sofa by re-installing the wood frame with two wooden screws. The serviceman also reported the seats appeared to be sagging on the right chaise although it was not initially reported and we created a new work order to add additional foam. On 6/23/15, the serviceman returned to Mr. [redacted]’s residence and added three layers of 1” foam between the seat core and springs to complete repairs. Our records show Mr. [redacted] contacted our service department again on 7/24/15, stating the right chaise has a tear on the seat cushion and the sofa has a tear between the arm and cushion. A service appointment was scheduled for 8/4/15 to have a serviceman assess the reported damages. Once we received the serviceman’s report we can determine what further actions are required. At this time Mr. [redacted]’s furniture does not meet the qualification for an exchange under the Terms and Conditions of the manufacturer’s warranty, we will continue with any covered repairs; no additional warranty was purchased with Conn’s. If we may be of further assistance, Mr. [redacted] may contact our Customer Service department at [redacted]. Kind regards,  Dyeisha W[redacted]

Thank you for the opportunity to respond to Mrs.
[redacted]’s concerns regarding account #[redacted].  Mrs.
[redacted] stated she faxed over her paperwork for a refinance; however, it has
not been processed.
According to our records, Mrs. [redacted] did fax over
the required paperwork...

in December 2014 to have her account refinanced, unfortunately
the bottom part of the contract was cut off and we were not able to process the
refinance.
Mrs. [redacted] faxed over the refinance contract again
on January 10,
2015; however, the declaration page she submitted with her paperwork has
expired. 
We will need an updated copy of Mrs. [redacted]’s
homeowner’s or renter’s insurance to proceed with the refinance request.
We value Mrs. [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. After further review of Mrs. [redacted]’ service needs, Conn’s has agreed to issue an even exchange on her dryer due to the delay scheduling her initial service appointment. Our records show Mrs. [redacted] was contacted and informed...

that her new dryer is schedule for delivery on 12/21/16. We sincerely apologize for any inconvenience Mrs. [redacted] experienced as a result of the delay. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513.  Kind regards, Dyeisha [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.  
  Thank You so much Revdex.com. I truly appreciate y'all . Conns would Not corporate with me until I got y'all involve.

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding account [redacted].  Mr. [redacted] stated he overpaid his account and wants his refund expedited.    According to our records, Mr. [redacted] made a payment in the amount of $10,005.00 on December 12, 2016.  This...

overpaid his account by $3,729.22.  When an account has been overpaid, it takes approximately 30 business days for the refund to be generated.   On January 6, 2017, Mr. [redacted]’s refund was approved and the check was mailed to the address on file on January 9, 2017.  If Mr. [redacted] has not received his refund check he may contact our customer service department so we may track the check.   Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.   Thank you, Cheryle [redacted]