Conn's Home Plus

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  
  I have decided to accept the credit to my account of the cost of the defective furniture I purchased and received , only because I was told by [redacted] that that was my only option. That I could not get my money ive paid in and getting out of the ridiculous contract I was persuaded to sign with not realizing the sales man [redacted] added an extra 3,000 to my contract for unnecessary accidental insurance and all types of other costs that really weren't needed I was 22 when I originally got lured to sign the contract. I spoke to [redacted] on Thursday she said they were putting the info in their system that they decided to give me the exchange credit and she was to get back to me on Friday the 17th. I received a call from another person telling me that I could go pick out new furniture. I expressed to the person that I had issues with the past due balance I have with conns and she said she couldn't help but she would leave a message or put it in the system. Im guessing neither of those things were done. I have gotten no response since Friday.  Since Friday the 19th I have been calling [redacted] and leaving messages, still no response and it is 4 pm on Wednesday 22nd. My reason for wanting to speak with her is because I have already tried talking to the credit collectors that have been calling my phone 30 times a day since august 26 when I missed my first payment EVER because of the horrible service I was getting from conns after I made my initial complaint about my furniture being defective from day one. I even went to the corporate office in [redacted]. They didn't even want to help me as I have informed you.  So therefor I didn't not pay the bill on august 26 or September 26 because of all the lies they were telling me and the horrible service and no one wanting to see what the problem was they just wanted their money. I thought if I didnt not pay they would actually call me asking what they could do to help and find out why I hadn't paid the bill for the first time ever. That was not the case I have not been able to use my cell phone since august 26 because of all the credit calls. I've explained to the creditors that I would have never missed a payment if I hadn't got DEFECTIVE furniture from their business. I would have never missed a payment if Conns were doing what they should have done to help me get something figured out, instead they continued to not care and lie and give me the constant run around and take advantage of me. I had never missed a payment and never intended to nor have I been late.  My credit is on the line I have over a $6,000.00 contract with this business and they had no intentions of helping me and ruining my credit because they didn't wanna give me my money back and let me be done with alll this stressful mess and unprofessional service I have got since the day I requested help from them for costly furniture that was DEFECTIVE. I feel that I should not be responsible for the past due amount because I would have paid it with no problem as I always have if I would have got the adequate response any paying customer should have! I feel that they should wipe the august and September off of my credit and let me just start paying my bill as usual with no negative effect on my credit and payment history. This situation is out of my hands but its really important, I don't want to be penalized in the future when I would like to purchase a house or new car or anything because conns wanted to ignore me and not do the right thing by just giving me my money back for 2,000 dollars worth of DEFECTIVE furniture and a 6,000.00 contract or at least acknowledging the fact that I received DEFECTIVE furniture from their warehouse. The only time I received any type of breakthrough in ANY way with this company is when I contacted you at the Revdex.com. If I would have not contacted you they would have never done ANYTHING to help me at all and would have just ruined my credit. They had no intention of helping me or exchanging or refunding anything until you contacted them. My future is very important to me and if I would have known they sell merchandise in this manor and treat their paying loyal customers this way I would have NEVER stepped foot in a conns facility! Im disgusted with all that I have been through with this company all the long phone calls and trips to the stores and corporate with nothing but disappointment on my end. I have to work to pay my bills and I have taken way too much time out of my busy life these past 2 months trying to fight and get whats expected of such a known company whether it be me taking off of work for the two different inspectors who came out on two different occasions with no supplies or on the phone trying to get feedback.feedback.  Im wanting to get this matter resolved I have endured so much unwanted stress and headaches from this situation.  I really appreciate everything that the Revdex.com has made possible and all your help. There would have been nothing positive if it werent for the Revdex.com.  Thank you
                                                                                                                                                                               [redacted]

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 8/30/14, Mr. [redacted] purchased a GE dishwasher with
a 1-year limited manufacturer’s warranty. Mr. [redacted] dishwasher was scheduled
for delivery on 8/31/14 and received in good order; he did not...

elect to receive
Conn’s installation on his unit.
 
We received Mrs. [redacted] complaint and found she contacted our
service department on 9/27/14 stating the door is falling off on the
dishwasher. A service appointment was scheduled for 10/3/14; upon inspection
the technician found parts were needed to replace the door. Our records show
there was a delay receiving all the parts for repair therefore Conn’s submitted
a request to the manufacture for a possible exchange however; the manufacture
denied the exchange due to the reported issue was not a functional failure.
Once we received all the parts Mrs. [redacted] service appointment was scheduled for
11/11/14 however; Mrs. [redacted] informed the service representative that they no
longer needed service at this time due to the dishwasher was being replaced
through their homeowners insurance therefore, the service order was cancelled.
 
At this time we are unable to honor Mrs. [redacted]’s request for an
exchange; we will need to continue with repairs if service is still needed. We
sincerely apologize for any inconvenience Mr. And Mrs. [redacted] experienced as a
result of the service delay and we will mail out a $50 gift card as a gesture
of goodwill. 
 
 
 If we may be of further
assistance, Mrs. [redacted] may contact us at [redacted]
 
 
[redacted]

Thank you for the
opportunity to respond to [redacted] complaint. Our records show on 11/08/14;
[redacted] purchased a 50” Samsung television with a 25-month Repair Service
Agreement Plan and received delivery on 11/20/14.
 
We contacted [redacted] on 12/17/14 to discuss her...

concern; during the conversation [redacted]
expressed her dissatisfaction with her entire sales experience. [redacted] also
stated that she was not aware the television she purchased was a clearance item
and wanted to exchange the unit for a new television without paying a
restocking fee. After further review of [redacted] complaint, Conn’s has
agreed to honor her request to exchange her television only without paying the
15% restocking fee. [redacted] is aware that she may visit her nearest Conn’s
to re-select another television up to $797.00 
which is the original amount paid. [redacted] will be responsible for
any difference in price if she selects a television of greater value.
 
Although [redacted]
has exceed the time-frame to return or exchange her sound bar; Conn’s is
willing to extend her the option to return or exchange the unit with a 15%
restocking fee. We sincerely apologize for any inconvenience [redacted]
experienced during this process.
 
If we may be of
further assistance, [redacted] may contact us at [redacted].
 
Sincerely,[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’
complaint. Our records show Mr. [redacted] purchased a living room group with
manufacturer’s warranty on 6/17/15. At the time of delivery all of the pieces
were not available.  Mr. [redacted] agreed to
take the floor models as oppose to waiting...

for the product to restock. The
floor models were delivered.
Mrs. [redacted] has been contacted regarding their
concerns and we have agreed to discount the floor model set that was received
and refund the delivery charge.  We sincerely
apologize to Mr. and Mrs. [redacted] for the experience that have had regarding their
recent purchase with us. 
 
If we may be of further assistance please contact us
at [redacted].
 
Kind regards,
 
Kathryn [redacted]

Thank you for the opportunity to respond to [redacted]’
complaint.  Our records show on [redacted], [redacted] made two
separate...

purchases.  [redacted] purchased a [redacted] cocktail
table set, a [redacted] cocktail table set, and [redacted]
furniture set on invoice [redacted].  [redacted] also purchased a Home
Stretch Maverick furniture set and received a free [redacted]” television on
invoice [redacted].  [redacted] elected to have her items delivered; her
delivery was scheduled for [redacted].  Upon delivery
[redacted]’ delivery requested for the delivery team to leave all items in their
original packaging.
 
We show on [redacted], [redacted] contacted
our service department regarding her end tables stating her end tables were
damaged.  Upon scheduling [redacted] for service we found she had relocated
to [redacted].  [redacted]’ service appointment was scheduled through
a 3rd party certified provider; during the inspection the
serviceman found both end tables were cracked from the tables being crushed
together.  The serviceman reported the end tables were non-repairable and
also notated the glass for the end table was never received as stated by [redacted].
[redacted].  We spoke with [redacted] and informed her that the reported damages
were not covered under the Terms and Conditions of the manufacturer warranty or
Furnituregard Plan.  Please refer to Terms and Conditions Number (15) What
Is Not Covered: Letter (c) and Letter (q).
 
At this time we are unable to honor [redacted]’ request to
return/exchange her furniture; [redacted] delivery tickets were signed
acknowledging all items were delivered and received in good order.  As
listed on the signed delivery ticket please thoroughly inspect your merchandise
for damage; an exchange or price concession will not be authorized for damage
discovered after the delivery.  We are unable to determine when or how the
reported damages may have occurred after delivery was completed.  
 
If we may be of further assistance, [redacted] may contact Customer
Service Department at [redacted].
 
 
Kind 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.]
Regards,
I don't like dishonesty.  I was in fact contacted and talked with someone from Conn's on 6/16/15 at 12:26pm.  At this time I was told that they were looking for another headboard.  He then found one.  I answered 3 different calls and was transferred to a live person who confirmed the appointment for delivery.On the 17th I received a prerecorded call that the delivery drive would be there in 10 minutes.  After two hours I called them direct and asked where the driver was.  The driver scheduled to deliver did not have it on his truck.  No one called to let me know.  I had someone sitting there waiting.II then received a call from a driver who had my product.  He was very kind and let me know when he would arrive.There is a lot of confusion in Conn's organization that cause others time and money.I now have my headboard but in order to get it I had to go thru a lot of disorganization.Thanks for your help. [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on 7/07/16, Mr. [redacted] purchased a [redacted] bed which consisted of three pieces (headboard, footboard, and rails) with a 36-month Furnituregard Plan on all three pieces, a [redacted] Tropic Water queen...

mattress that came with a limited manufacturer’s warranty, a [redacted] queen box spring that came with a limited manufacturer’s warranty, a [redacted] mocha reclining loveseat and recliner that came with a limited 1-year manufacturer’s warranty on both pieces, and a [redacted] power recliner with a 36-month Furnituregard Plan. Mr. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase which states:No Returns or Exchanges on -Furniture, mattresses, décor & accessories unless inspected by a Conn’s Service Technician and found to have a manufacturer’s defect. **Mr. [redacted] elected to have his items delivered; which was completed on 7/09/16. After researching Mr. [redacted]’s complaint we found he contacted us on 7/20/16 regarding his [redacted] power recliner; stating the unit was damaged during delivery. After reviewing Mr. [redacted]’s service history we found an exchange was approved to replace his recliner. Our records indicate Mr. [redacted]’s new recliner was delivered and received on8/10/16in good order. In regards to Mr. [redacted] returning his bed frame; Conn’s has a No Return & Exchange Policy on Furniture, mattresses, décor & accessories. Therefore, we are unable to honor Mr. [redacted]’s request to return his bed frame. If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252. Kind regards, Jana [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 complaintI have emailed and faxed over the bank statements showing a running balance and that was still not good enough.  Not sure what else they are needing considering they have all the bank statements showing a running balance showing there are no return payments.  They also have their own confirmation numbers from their website where you make payments.  This is getting out of hand and needs to be resolved ASAP!  I have provided all payment records to Conns and still nothing.  
Regards,
Dustin [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint.  Our records show on 10/07/16, Mrs. [redacted] purchased a [redacted] side by side refrigerator with a 48-month Repair Service Agreement.  We were able to confirm Mrs. [redacted]’ refrigerator qualified for FREE DELIVERY;...

therefore the cost of $79.99 was concession from her invoice at the time of purchase.  Mrs. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase which 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.  She also signed her invoice acknowledging she was provided a copy of the Repair Service Agreement brochure and understood the coverage associated with the covered product.  Mrs. [redacted] elected to have her refrigerator delivered; which was completed on 10/10/16. We researched Mrs. [redacted]’ complaint and found she contacted her local Conn’s on 10/11/16; which contacted our delivery department.  The representative stated; Mrs. [redacted]’ refrigerator was making a loud noise.  The representative was advised that we would need to have a technician come out and assessed the unit before we could issue an exchange.  On 10/14/16, a service call was created.  Our records indicate we have attempted on several occasions to schedule Mrs. [redacted] for service to have her refrigerator assessed, however we have been unsuccessful.  We show as of 10/31/16, Mrs. [redacted] is currently scheduled for 11/02/16.  Once the unit has been assessed and we have the technician’s report we will be able to determine what further action is needed.  At this time we are unable to honor Mrs. [redacted]’ request to exchange her refrigerator.  If we be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252.   Kind regards,  Jana [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 I am willing to accept the credit of $50 but in the future would like Conn's to be better at repairing the issue instead of just sending the unit back in a condition that cannot be used. I did not buy it in that condition and while under warranty should not have it in a non working order.

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]











2/9/2015






Complaint

On [redacted], my [redacted] and I went into the [redacted] Conn's store to purchase two bedroom suites. I was approved for a Yes Money account to make payments over time and we proceeded to pick out the furniture sets and pieces we wanted to be delivered. At that time I was advised by the store...

manager/[redacted] that one nightstand for the queen [redacted] bedroom suite was missing and the foot board for the [redacted] king bed was missing. The manager advised this would take about two more weeks to get the missing pieces in for delivery. A few days after we purchased the furniture, we received most of the two bedroom suites, minus the missing pieces of 2-nightstands, and 1-King bed set. Following that initial delivery I was notified that the missing pieces was coming into the warehouse and I would received them the next day, but after waiting all day for the delivery, I had to call to find out the missing pieces were not there yet and still on back order. Went through this same process several times with me being the one to wait all day and finally having to make contact to find out still no furniture or delivery. Now that we are soon to be 5-months out of still not having all of my purchase I am livid and at my wits end. No one should have to go through this type of [redacted] from any retailer. I have talked to the Corporate office, store manager, district warehouse manager, and would else would listen but still no resolution to this problem. I even ask them to check with other stores in other states, the furniture manufacturer/[redacted], and to forget trying to find a foot board for the bed in the warehouse and order a complete new bed will all pieces included so I can have everything due me according to the terms of our contract agreement. Should I contact an attorney, the local media, the state attorney general, or continue to let this go to the point it really should not have to. Any help will be wonderful. I also filed a complaint with Consumers Affairs and am waiting for their response. All I want is what is rightfully mine that I am paying for; it shouldn't be this difficult. Thanks!







Desired Resolution

I would love for Conn's to locate all three pieces of furniture and deliver it to my residence. I would like this problem to be resolved prior to the end of this month.

Consumer Business Dialog

Thank you for
the opportunity to respond to Mrs. [redacted]’ concerns regarding account
#[redacted].  Mrs. [redacted] stated there
was an overpayment processed on her account in January 2015; however, she has
not received her refund check for the overpayment.
 
According to
our...

records, we received a payment in the amount of $120.00 on February 1,
2015.  This overpaid the account by
$120.00.  Mrs. [redacted] called to report
the overpayment and Conn’s issued a refund check in the amount of $120.00 to
Mrs. [redacted] for the overpayment.  Mrs.
[redacted] received the refund check in the amount of $120.00. 
 
Mrs. [redacted]
called and stated she received the check; however, her child damaged the check
and she requested the check be canceled and reprocessed. 
 
We have reprocessed
the check request and the request for a new check has been processed.  Mrs. [redacted]’ new refund check will be
mailed out on June 26, 2015.  We ask that
she please allow 7-10 business days for processing.  If Mrs. [redacted] does not receive the new
refund check within 7-10 business days, we ask that she contact us directly so
we may track the check.
 
We value Mrs.
[redacted] as a customer and apologize for any inconvenience she has experienced
due to this matter.   Thank you,Cheryle [redacted]

Thank you for the
opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 10/28/13;
Mrs. [redacted] purchased a [redacted] refrigerator with a 24-month Repair Service
Agreement Plan and financed her purchase through RAC Acceptance.
We received Mrs.
[redacted]’s complaint and...

found she contacted our service department on 12/09/14
stating the icemakers container broke on her refrigerator. A service
appointment was scheduled for 12/18/14; during inspection the technician found
parts were needed for repair. Our records show there was a delay receiving the correct
parts due to the model number was entered incorrectly on the service order when
the service call was initially set-up. The error has been corrected and we have
ordered the correct parts needed to repair Mrs. [redacted]’s refrigerator. Once we
receive the parts Mrs. [redacted] will be contacted to schedule a repair date.
As a gesture of
goodwill Conn’s will send Mrs. [redacted] a $50 check in the mail; please allow 7-10
business days. 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 [redacted].
 
Sincerely,
 
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.  Per offer from Conn's the wedge was NOT delivered on [redacted]. We had to take off from work to wait on delivery of wedge and no one called nor did they come by. This has been my problem for day of purchase with Conn's. No one follow-up and take care of the situation. If they are going to deliver a wedge someone needs to call us and let us know when so we can again take off from work. This is an inconvenience to us. [redacted] keeps making an offer and is getting in touch with the delivery team nor any other Conn's representative.Revdex.com please ask them to refund our money. This is harassment. We keep waiting and they keep changing their stories and NOW again we still have a damaged wedge in our home. No delivery on [redacted]. This is truly unacceptable that we as customers has to be treated in this manner. I just wanted what they had on their showroom floor or I need a REFUND now.[redacted]
Regards,

Thank you again for the opportunity to respond to Ms. [redacted]' concerns regarding accounts [redacted] and [redacted].  We have attached a copy of the payment histories for each account.  The insurance credit was applied to account [redacted] on January 8, 2016.  Ms. [redacted] also received a credit to each account for the delivery charge in the amount of $139.99.  These credits add up to the $279.98 that was agreed upon. Conn's values Ms. [redacted] as a customer and appreciates her for brining her concerns to our attention.

Thank you for contacting us
regarding Ms. [redacted]’s additional comments. 
We attempted to contact Ms. [redacted] on 10/16/15 on both
numbers provided and were unable to reach her. 
We called the number listed on her Revdex.com complaint 10/23/15, and a female
answered stating we had the wrong number. 
We understand Ms. [redacted]’s frustration regarding losing her data we have
made every effort to locate her hard drive and have been unable to do so.
If Ms. [redacted] would like to further discuss her
concerns she may contact me directly at [redacted] ext [redacted].
Kind regards,
Kathryn J[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’ complaint.  We researched Mr. [redacted]’ complaint and found his issue has been addressed and resolved.  Our records show on 7/17/15, Mr. [redacted] returned his [redacted] 8,000 BTU portable ac unit with the required 15%...

restocking fee.  We sincerely apologize to Mr. [redacted] for any inconvenience he experienced during this process. If we may be of further assistance, Mr. [redacted] may contact our Customer Service department at 1-877-358-1252. Kind regards,  Jana [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 7/30/16, Mrs. [redacted] invoice was cancelled and no account has been created under a Conn’s Installment contract. We have attached documents showing each item purchased was cancelled and a total refund of...

$3014.61 was submitted. We sincerely apologize for any inconvenience Mrs. [redacted] experienced during this process. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha [redacted]Customer Relations

Thank you
again for the opportunity to respond to **. [redacted]’s concerns regarding his
accounts.
 
**. [redacted]
signed a 30-month retail installment contract on January 23, 2014.  This contract included property insurance and
our Retail Service agreement. 
 
On May 22,
2014 **. [redacted] replaced the television due to damages that were covered by the
RSA agreement.  This replacement fulfilled
the terms of the RSA agreement.  The
second retail installment contract reflects the credit amount of $1416.98.  **. [redacted] received this credit amount for the
value of the damaged TV. 
 
**. [redacted]
received the credit for the television on the second contract; therefore, the
amount is still owed on the first contract. 
The RSA agreement is what allowed **. [redacted] the option to exchange the
television due to the damages and the amount for the RSA is also still owed on the
first account. 
 
**. [redacted] has
not been charged double for the television. 
The RSA agreement has been fulfilled on the first contract; therefore,
he was given the option to purchase the RSA to cover the new television. 
 
**. [redacted] may
opt out of the property insurance by providing a copy of his homeowner’s or renter’s
insurance declaration page.  **. [redacted]
may submit proof of insurance to [redacted].  We ask that he note the account number on the
fax for a faster response time. 
 
We have attached copies of
both contracts for **. [redacted]’s records. 
If **. [redacted] has any additional questions he may contact us directly.Thank you,[redacted]Credit Helpdesk SpecialistConn's Inc.[redacted]

Thank
you for the opportunity to respond to Mrs. 
Reaves-Bey’s
Synchrony Dispute which was received on 9/14/15; listing her complaint was
regarding service quality.  Our records
show on 7/02/15, Mrs. Reaves-Bey purchased a LG French door refrigerator and
elected to purchase a...

24-month Repair Service Agreement totaling
$2,190.87.  Mrs. Reaves-Bey’s signed
invoice indicates at the time of purchase she acknowledged she was provided a
copy of the Repair Service Agreement brochure and that she understood the coverage
associated with the product; Mrs. Reaves-Bey also signed acknowledging she
received a copy of Conn’s Return & Exchange Policy which states: A consumer have 30-days from the date of
purchase to return or exchange (electronics and appliances) with the required
15% restocking fee.  Mrs. Reaves-Bey
elected to have her refrigerator delivered; which was completed on
7/04/15.   We
researched Mrs. Reaves-Bey’s dispute and found she contacted us on two separate occasions dated on 7/06/15 and 8/25/15; stating the refrigerator’s ice-maker
was not working, water wasn’t dispensing, and the unit was not cooling.  After reviewing Mrs. Reaves-Bey’s service
history Conn’s agreed to exchange her refrigerator due to multiple repairs.  Mrs. Reaves-Bey was contacted on 9/23/15
regarding her exchange approval and advised her new refrigerator is scheduled
to be delivered on Thursday (9/24/15). 
We sincerely apologize for any inconvenience Mrs. Reaves-Bey has
experienced during this process.  If
we may be of further assistance, Mrs. Reaves-Bey may contact our Customer
Service department at 1-877-358-1252.Sincerely, Jana
A[redacted]Customer
Relations
Conn’s
Inc.