Conn's Home Plus

Revdex.com:
This letter is to inform you that Conns Appliance, Inc. has carried out to my satisfaction the resolution it proposed for my complaint, filed on 4/19/2016 and assigned ID [redacted]
Regards,Thank you      [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. After further review of Mr. [redacted]’s complaint, we were able to confirm that the chairs were refused at the time of delivery due to damages. We verified with the store manager that the chairs were sold as new items for a discounted...

price and were not floor models. Therefore; we have agreed to re-deliver Mr. [redacted] four new chairs. We sincerely apologize for any inconvenience Mr. [redacted] experienced as a result of the delay. If we may be of further assistance, Mr. [redacted] may contact us at 1-866-765-1513.  Kind regards, Dyeisha [redacted]

Thank you for the opportunity to
respond to Mrs. [redacted] complaint. 
Our records show on 7/26/14, Mr. [redacted] purchased a Samsung washer...

and
dryer both with a 1-year limited manufacturer’s warranty.
 
We received Mrs. [redacted]-[redacted]’s
complaint and found she placed one service call with Conn’s on 10/10/14,
stating the dryer is not heating. A service appointment was scheduled for
10/25/14; however Mr. [redacted] informed the technician that another company was
scheduled to complete repairs therefore the service order was cancelled. We
have no indications of any issues Mrs. [redacted]-[redacted] is experiencing with her
washer.
 
At this time Mrs. [redacted]-[redacted]’s washer
and dryer does not meet the qualification for an exchange. Mr. and Mrs. [redacted]
have been made aware that a Conn’s technician would need to come out and assess
the dryer to determine if the unit can be repaired or if an exchange is necessary
under the Terms and Condition of the manufacturer’s warranty. Mrs. [redacted]-[redacted]
may contact Conn’s service department at [redacted] to schedule an
appointment to have a technical assess her dryer.
 
 
 
If we may be of further assistance, Mrs. [redacted]-[redacted] may contact
Customer Service at [redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Ms. [redacted]’s concerns. We have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. [redacted] may contact Conn’s regarding...

questions by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.  Ms. [redacted] has stated in the complaint: 1)       her furniture has not been repaired promptly; and 2)       she wants to have her furniture replaced.   Our investigation reveals that:               1)       Ms. [redacted]’s furniture has been repaired; however additional parts were ordered to complete her repair. 2)       Ms. [redacted]’s furniture is being repaired under the Terms and Conditions of her warranty coverage.   Thank you for the opportunity to respond Ms. [redacted]’s complaint.  Our record show 2/07/17, Ms. [redacted] applied for Conn’s YesMoney; due to the credit criteria, the application was declined.  Ms. [redacted]‘s elected to purchase through Acceptance Now..  Although, Conn’s does not have access to Ms. [redacted]’s account with Acceptance Now we were able to confirm that she purchased a Corinthian Flick furniture set which consisted of three pieces that all came with a limited 1-year manufacturer’s warranty.  Ms. [redacted]’s furniture was delivered on 2/09/17 as requested. Ms. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase.  Our Return & Exchange Policy states: No Returns/Exchanges on – (1) furniture, mattresses, décor & accessories unless inspected by a Conn’s Service Technician and found to have a manufacturer’s defect (5) Any item purchased under a third party lease and/or rent-to-own plan, except for manufacturer's defects.  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. After researching Ms. [redacted]’s complaint, we found that she contacted us on 5/18/17 stating the RSF recliner had a metal bar sticking out and the backrest cushion flat.  Ms. [redacted] indicated that the LSF recliner handle mechanism cable was loose.  A service call was scheduled according to the warranty coverage with a certified service provider.  During the inspection the serviceman the RSF recliner leg-rest compressed and he could feel the wooden frame on the backrest.  The serviceman ordered padding (polyfill) to correct the concerns.  He also inspected the LSF recliner and found the seat padding compressed and a broken cable at the pull handle.  The serviceman was able to repair the cable by replacing with a part from the truck stock.  He also added padding (polyfill) to correct the issues with the seat padding.  The certified craftsman advised us that this should correct all the concerns that were found.  We show additional parts have been ordered to complete Ms. [redacted]’s repairs.  Once the parts are approved, a service representative will contact Ms. [redacted] regarding the time frame on the parts arrival. At this time we are unable to honor Ms. [redacted]’s request.  Ms. [redacted]’s furniture is being repaired under the Terms of her warranty coverage. Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.

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.  The resolution is not completely satisfactory.  I did mention in several of the phone calls to the service department that water damage was occurring to my floor.  It was also brought to the attention of the technicians at my house.  If the technicians were interviewed, I am sure that they would remember seeing the damage that I pointed out to them.   I did take pictures of the water on the floor to show the technicians where the water was appearing in front of the unit.  The damage was mentioned but no reply was made.  I still have a damaged floor that was caused by the technicians not fixing the problem.  We are also out $49.80 to have another repair service technician come take a look at the refrigerator.  That technician informed me that a tap was placed on our refrigerator to adjust the freon by a Conn's technicians.  The unit is a sealed unit and should not have a tap.  Since the tap was installed, no one else will work on the unit because of the liability due to the tap.  I do not believe that the repairs have not been handled properly from the first call to report the problem.I do appreciate Conn's willingness to send out a technician and reimburse for part of our food losses; however it should have been done without other parties being involved.  I am very displeased with the way we have been treated and serviced during this ordeal.

New Roman"">Thank you for the opportunity to
respond to [redacted] complaint.  Our records show on 6/18/14, [redacted] purchased a [redacted] sofa with a 48-month Furnituregard Plan.  [redacted] signed invoice indicates at the time of purchase she acknowledged
she was provided a copy of the Furnituregard Plan brochure and that she
understood the coverage associated with the product; [redacted] also signed
acknowledged she was given a copy of the Return and Exchange Policy.
 
After researching [redacted]
complaint we found she contacted our service department on two separate
occasions dated from 7/20/14 and 4/14/15 regarding her sofa; stating the
seams were coming loose.  [redacted] last service call was made on 4/14/15; our records show [redacted] has a
service appointment scheduled for 5/06/15. 
Once we have the serviceman’s service report; we will be able to determine
what further action is needed.    
 
If we may be of further
assistance, [redacted] may contact our Customer Service Department at [redacted]
     


 
Kind regards,
 
 
[redacted]










5/9/2015






Complaint

3/28/15 I purchase a washer and dryer stackable set. It was delivered 3/29/15 it also broke 3/29/15. I contacted Conns on 3/30/15. The Technician came 4/2/2015. Due to no follow up by Conns 4/3/2015 I contacted my salesperson [redacted] who advise me he would call warehouse for my delivery date and call...

me back.4/6/2015 due to no return call I call my salesperson again, again he said he would call me back. 4/8/15 [redacted] a senior representative contacted me offered to replace my washer and dryer stackable with two front loaders for the same price as the washer and dryer stackable and they would be delivered on 4/9/15 and the warehouse would contact me by 7pm. 4/9/15 aprox 1pm Due to not being contacted I've reached out to store again I spoke with supervisor [redacted] who said he was processing my paperwork for the front loaders to be delivered but had to wait for corporate to call him back and he would call me in 15 min. 4/9/15 3:30pm I called Conns again to speak with [redacted], was advised by [redacted] who said he was a senior manager that [redacted] was out to lunch and he would check on my request and call me back. I advised him I had been waiting since 4/2/15 for resolution and he promised he would call me back. [redacted] did not follow up either. 4/12/15 due to the lack of anyone following back up with me I reached out on [redacted], Conns webpage and submitted an e-mail for someone to follow back up with me. 4/13/15 I was contacted by e-mail by [redacted] in our conversation this [redacted] also assured me she would get the situation handle she offered me $100 gift card to apply to the new front loaders that she also said all that I was offered and told me to go into the store and pick up the front loaders and let her know so that she was speak with the manager to apply the hundred dollar gift card. 4/14/15 drove to Conns store in [redacted] Texas representative advised no documentation to replace washer and dryer stackable with front loader. 4/14/15 e-mail [redacted] 7:16pm. No response 4/15/15 still no contact from anyone







Desired Resolution
front loader set/kit at the same price as stackable as promised. Due to the inconvenience by Conns Reps/Managers front loader/kit at discounted price. I deserve more than $200 credit that I would only be able to apply back to Conns. Should have a least a month free And my 90 days same as cash should...

not start until I receive my new front loaders wash/dryer. Hire me to train your reps the value of Phenomenal Customer Service and Appreciation. Hire me as a ghost customer to travel around all your locations to ensure representatives are distributing correct information and products and services in a timely manner





Consumer Business Dialog

Apple
did not introduce the [redacted] into the marketplace until April 2013 and we did
not start selling them until later that year. 
Ms. [redacted] was only 1 year old at the time of purchase not 5
years as she has stated. 
Kind regards,
Kathryn [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 resolution of the credit to my account is great but the copies of documents were not attached.  In addition, one of the major points I'd like to address is that the staff will need to be trained.  We have made multiple purchases in the past and I'm sure paid for this insurance and not ONE TIME has this ever been discussed.  I would like to ensure this is made public and the staff trained to discuss with consumers because they are unaware.  I felt this was a deceptive practice.  Also, the email was sent on July 11th, 2015 and still had not been processed until this complaint was filed.   I appreciate the response and the credit which is wonderful but as stated above, the staff will need to be trained to discuss with consumers as this would be a deceptive practice. 
Regards,

Thank you for the opportunity to respond to [redacted] complaint. We confirmed [redacted] dishwasher was not installed at the
time of delivery and installation charge was...

completed in error. On 4/04/15; we
submitted a check request to issue a refund to [redacted] of $119.99 for the
installation fee. Our records show there has been a delay processing the
request however; our Accounting Department received [redacted] information on
4/13/15. We ask [redacted] to please allow 7-14 business days to receive the
refund check in the mail.
 
We sincerely apologize for apologize for any
inconvenience [redacted] experienced as a result of the delay
.
 
If
we may be of further assistance, [redacted] may contact customer service at
[redacted]
 
 
Kind
regards,
 
[redacted]

Thank you for the opportunity to respond to [redacted]
concerns regarding account #[redacted]. 
[redacted] stated she paid off her account but it is still open and
showing an outstanding balance. 
We received a copy of [redacted] renters insurance on
April 6, 2015. ...

We are in the process of
applying an insurance credit to the account. 
Once the insurance credit has been applied, we will close the account.  Any late fees will be reversed.
We ask that [redacted] please allow 7-10 business days
for the credit to post.  Once all the maintenance
has been completed, [redacted] will receive a close out letter in the mail
for her records. 
We value [redacted] as a customer and apologize for any
inconvenience she has experienced due to this matter. Thank you,[redacted]

New Roman"">Thank you for the opportunity to
respond to **. [redacted]’ complaint.  Our records show on[redacted], **. [redacted] purchased a [redacted] 55”
[redacted] TV with a (25-month Repair Service Agreement w/Accidental
Damage) and a [redacted] soundbar with a (limited 1-year manufacturer
warranty).  **. [redacted] signed invoice indicates at the time of purchase
he acknowledged he was provided a copy of Conn’s Return and Exchange Policy
which states: A consumer has 30-days from the date of purchase to return or
exchange (electronics and appliances) with the required 15% restocking
fee.  **. [redacted] elected to take his TV and soundbar from our Charlotte,
NC location store #[redacted]; **. [redacted] signed his invoice acknowledging both items
were received in good order.
 
After researching **. [redacted]’
complaint we found he contacted our service department on[redacted] (2-days) after taken his TV and
soundbar from the store; stating the television picture was distorted. 
We attempted to schedule **. [redacted] for service; however he refused to have
his TV assessed and stated he would return the unit.  After further
research we found **. [redacted] later returned his television and soundbar; **.
[redacted]’ $150.00 down-payment was used towards his 15% restocking fee.  We
confirmed with the Operation Manager at store #[redacted] he assessed the unit while
**. [redacted] was present and was unable to duplicate the problem that he
mentioned in his complaint.  Therefore, we are unable to honor **. [redacted]’
request to refund the $150.00 restocking fee.
 
If we may be of further
assistance, **. [redacted] may contact our Customer Service Department at [redacted].
    


 
Kind regards,
 
 
[redacted]










5/25/2015






Complaint

I have been getting repeat phone calls from Conns representatives asking for a [redacted]. I have explained repeatedly to Conns that I do not know this person or why she is using my phone number and asked them to stop. On [redacted] Conns stated the calls will continue. Any help would be greatly...

appreciated. Thank you







Desired Resolution

I would like Conns to stop calling asking for a person I don't know.

Consumer Business Dialog

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Thank you for the opportunity to
respond to Mrs. [redacted]’ complaint.  Mrs. [redacted]’ has been contacted
and her concerns have been addressed.  If
we may be of further assistance, Mrs. [redacted]’ may contact our Customer
Service Department at ###-###-####.
    


Kind regards,
 
 
Kathryn [redacted]
Customer Relations










9/28/2015






Complaint

I have three consumer accounts with Conn's and was offered a consolidation, paperwork was sent out to me on 7/13/15, various documents requiring my signature, including a new contract with new payment date and payment amount (but not a new account number). The directions stated to sign, date and FAX...

back to them which I did on 7/23/15 at 8:45am in the morning. I did not hear a thing from them as to the status and on 8/5/15 I called customer service (knowing the payment for the consolidation was due on the 8th of every month) inquiring on the status and what my new account number was, I could not get this information, all that anyone has been able to tell me is that my account was in the Consolidation department and I should hear something soon. This does not stop the collection calls, every day, 7 to 10 times a day on the three accounts that were showing past due, but NO ONE could give me an update on the Consolidation and with it being in that department you do not have to make a payment till the consolidation is complete. Last week I get a call that the Consolidation was canceled because I did not get it to them in a timely manner. (please look back at my dates above and I have paper proof) and I owed all back payments, late fees and interest and until that was done I could not be considered for a consolidation. Well, as of Tuesday September 15th, I was offered an amount to get caught up and current and would like to start the consolidation process again but all the phone numbers I have been given have been bogus, two of them went to full mailboxes and the other to a poor guy in their IT department named Mike who had no clue on to who I needed to call. It is very obvious this company has no concern for it's customers, really does not care how we are treated or mistreated, I did requested to talk to supervisors when I would answer one of the relentless collection calls, they were of no help as well, this should have been a simple matter, all documents including a new contract were signed and sent back per their instruction and request. I am starting to think there is no such thing as a Consolidation Department.







Desired Resolution

I would like to be contacted by someone in the Consolidation Department who will take care of the following: I want my account to be consolidated and my monthly payment reduced as per the original contract and give me their direct line and email information so I can communicate with them.

Consumer Business Dialog

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,
 Again I will say, no one informed me that the money would be credited to my account, when I choose to receive the refund. I  was led to believe that I  would receive a $429 refund in the mail. I called Conn's several times inquiring about the refund. At no time did anyone inform me that the refund would be credited to my account. I became aware of this after it was done. Even then a female representative said she was working to get the rest of my money refunded to me. I chose not to add $100 to my account for a newer [redacted]. That was my choice. Conn's then tried to bully me into getting a Tv or appliance that I  really didn't need. When I choose not to accept any of those things, they referred me over to the coporate office. I told the guy the situation and he said to me that it was no problem because I qualified for a full refund. He said nothing about that refund being credited to my account. Nor did the other three persons whom I talked to throughout this ordeal.Conn's does not do honest business.

Revdex.com:
This letter is to inform you that Conn's has carried out to my satisfaction the resolution it proposed for my complaint, filed on 3/20/2015 6:51:55 PM and assigned ID [redacted]. Sent: Monday, April 13, 2015 8:22 PM To: drteam Subject: RE: Complaint #[redacted] Hi I received 79.99 today...the issue is now resolved.. J. [redacted] 
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.  There seems to be a deliberate effort to minimize the burden of being without a refrigerator that, correctly stated, had a 4 year service agreement. That statement also states that if not able to be serviced the exchange would take place. What is being left out is that the fact that for more than 3 weeks after the exchange was approved by CONNS, they still declined to make it happen regardless of my numerous calls to different departments and personnel. They claim that I made an agreement with **, and yes I did, but only after this whole ordeal had turned ridiculously and unnecesarily delayed. I saw no other option being in that position!Furthermore, the only reason that I made the mistaken decision of purchasing another refrigerator at CONNS is because, unfortunately my budget is extremely limited and they are the only company that would offer me credit after my identity was stolen.At this point I feel that downplaying the seriousness of being in this situation and a simple, indifferent apology is insulting.Regards,

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. As mentioned in Mrs. [redacted]’s original response; Mrs. [redacted] originally selected a mattress that came with a 120-DayTrial Comfort Guarantee which is offered by the manufacturer. However, Mr. [redacted] informed the sales representative that he was not comfortable with the price of that mattress and selected a different mattress ([redacted] Plush Queen) which is not included in the 120-day trial. Our records show the mattress was delivered and received in good order on5/7/16; no issues were reported at the time of delivery. On6/28/16, we were contacted by Mr. [redacted];stating the mattress had springs popping and black residue on both sides. A service appointment was scheduled for7/2/16; during this inspection the serviceman found the mattress was soiled and had a ¼” body impression.Conn’s agreed to issuean in-store credit for up to $719.99to re-select.Mrs. [redacted] has been made aware that she may visit her nearest Conn’s to initiate the exchange.In regards to Mrs. [redacted]’s concerns for her furniture; we show on6/23/16she purchased the [redacted] living room furniture which consists of three pieces sofa, loveseat and wedge. Mrs. [redacted]’s delivery was scheduled for6/24/16; on the day of delivery Mr. [redacted] was contacted and made aware that delivery was running behind the scheduled time but would still be completed. However; Mr. [redacted] requested to have the delivery re-scheduled for6/26/16. Upon delivery all items were signed acknowledging they were received in good order.We show Mrs. [redacted]s contacted our delivery team on6/28/16stating there is a hump in the sofa.Conn’s delivery team returned to Mrs. [redacted]’s home on7/1/16to inspect the sofa.Although no damages were found we agreed to issue an even exchange on the sofa as a gesture of goodwill however; Mr. [redacted] declined the offer and requested to return all furniture piece.Mrs. [redacted] has been reminded that Conn’s has a NO Return & Exchange Policy on all furniture however; we are willing to exchange the sofa only.Again, we are unable to honor Mrs. [redacted]’s request to return all furniture; Conn’s has a NO Return & Exchange Policy on furniture. Mrs. [redacted] may visit her nearest Conn’s to initiate the exchanges.Conn’s has made several attempts to address the various concerns that Mr. & Mrs. [redacted] has brought to our attention. If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at1-877-358-1252. 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 find that this resolution would be satisfactory to me.  I went to the store on June 6th and scheduled to have the rest of my furniture delivered on June 9th, tomorrow. I will inform you when the transaction is complete, thank you for your assistance in this matter. I believe you made the difference.

Thank you for the opportunity to respond to Mrs.
[redacted]’ concerns regarding her account. Mrs. [redacted] stated that she would like
for us to remove the credit marks from her credit reports.
According to our recorded calls, Mrs. [redacted] was
informed that we would review her account to see...

if it qualified for a goodwill
credit mark removal.  The account did not meet the qualifications, We are
obligated to report factual information to all three major credit bureaus;
therefore, we are unable to remove the two thirty day credit marks earned by
Mrs. [redacted].
We appreciate Mrs. [redacted] bringing her concerns to our
attention. 
We have attached a copy of her payment history for
her records.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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  Conn's continues to say the same thing over and over and not address why they are not responsible for what thier sales associate does to the customers nor do they care ! If they were decent people working there they would apologize for what thier sales associate did and make it right but then again they would have to have some decency to them. The jury is out on that one but we will see. I will never give it up because I have been treated wrong. I'm paying money every month that the salesman told me I would not be paying. I'll go to my grave saying Conn's owes me for this interest and if I can I'm going to see about placing an add in the newspaper warning people of what to expect when you walk through thier doors and I'm sure thier is plenty I can do on computer to warn everyone about how they do business. And I want to make sure that the Revdex.com knows that all the months that I have called them, that they never told me that I shouldn't have got the interest. Matter of fact they told I did qualify but they always kicked it down the road that someone else would have to chan** the code.they NEVER said any of the things that they have said to Revdex.com. God knows all  about it. I wish I could get to the store and confront the face to face but that is impossible for me right now, but if I could ever get someone to bring me  to the store I'll see how much guts they will have to my face, to say I'm lying and that I shouldn't mind giving my money away every month because of them. I'm going to expect that they will re I burse me for what I've paid so far and STOP the interest every month for me . Waiting for an answer.......

Thank you for the
opportunity to respond to Mrs. [redacted]’s complaint.  Our records
show on 3/17/15, Mrs. [redacted]
purchased a Man Wah ([redacted]) living room set which consisted of four pieces
(sofa, left recliner, right recliner, and console) with a 48-month
Furnituregard...

Plan on all four pieces.  Mrs. [redacted]’s signed
invoice indicates at the time of purchase she acknowledged she was provided a
copy of the Furnituregard Plan brochure and that she understood the coverage
associated with the products.  Mrs. [redacted] elected to have her
furniture delivered; which was completed on 3/21/15.
We researched Mrs.
[redacted]’s complaint we found she contacted us on8/06/15; a service inspection was
completed on 8/28/15.  During the
inspection the serviceman found left recliner and right recliner were missing
the peg brackets for the left side console.  After the parts were ordered
through the manufacturer we were notified the parts would not be available
until the end of October.  Due to the part delay a repair review was
submitted to the manufacturer for a possible exchange.  Mrs.
[redacted]'s exchange was approved on 9/29/15under the Terms and Conditions of the manufacturer warranty which
covers the replacement/exchange of the product and not a refund.  Mrs.
[redacted] has been contacted and informed of her exchange approval on the
left recliner, right recliner, and console.  As of 10/15/15, Mrs. [redacted] new
furniture has been delivered.
If we may be of further
assistance, Mrs. [redacted] may contact our Customer Service at ###-###-####.
Kind regards,
Jana [redacted]