Conn's Home Plus

Thank you for the opportunity to respond Mr. [redacted]’s complaint regarding a purchase made under Wendi [redacted].  Our record show on 2/2/17, Ms. [redacted] filled out a Conn’s credit application; due to the credit criteria, the application was declined.  Ms. [redacted]’ purchase was made...

through Acceptance Now; which is a 3rd party financing option.  Although, Conn’s does not have access to Ms. [redacted]’ account or credit application we were able to confirm that he purchased a [redacted] plush power recliner with 36 months RSA, a [redacted] cocktail table with 36 months RSA, and a ** electric dryer with 48 months RSA.  Ms. [redacted]’ items were delivered on 2/3/17 as requested. Ms. [redacted] signed her delivery receipt acknowledging that her products were received in good order and that she thoroughly inspected her merchandise for dama**s for and exchan** or price concession would not be authorized for dama**s discovered after the delivery.  As mentioned above Ms. [redacted]’ products were financed through Acceptance Now; she will need to contact Acceptance Now directly at https://www.acceptancenow.com/RAC-Acceptance-Contact-Us.html or 1-888-672-2411 with any questions or concerns regarding their policies. At this time we are unable to honor Ms. [redacted]’ request; Ms. [redacted]’ purchase was not financed through Conn’s. As stated in Conn’s Return & Exchan** Policy: No Returns/Exchan**s on – Any item purchased under a third party lease and rent-to-own plan, except for manufacturer’s defect. In regards to Ms. [redacted]’ RSA cancellation, we have included a Service Agreement Cancellation Request form to have the RSA removed. Once the form is completed Ms. [redacted] will need to send in the form to process her request.  Any refund due will be issued to Acceptance Now.  If we may be of further assistance, Ms. [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards, Kristal [redacted]

Thank you for the opportunity to respond to Mrs. S[redacted] additional
comments.  Our records show Mrs. [redacted] contacted us again on 6/05/15 regarding her sofa, nightstand, and dresser.  We show
Mrs. [redacted] is scheduled for service on 6/27/15; once we receive the
serviceman service report we will be able to determine what further action is
needed. 
 
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 [redacted] complaint. After further researching
[redacted] complaint we found she went to her local Conn’s after receiving
a promotional offer to receive 10% off plus 36 months Cash Option if purchased
with Conn’s Credit. [redacted]...

[redacted] elected a [redacted] Grill which
retailed for $949.99 however; they received the item at a discounted price of
$854.99. At the time of purchase, Conn’s also had a promotional offer for free
delivery on all grills $799 and up. Prior to completing their purchase
[redacted]  [redacted] was informed that we are
unable to combine promotional offers and they could either receive the 10% off
plus 36-month cash option or free delivery. Conn’s promotional offers are valid
weekly from Sunday-Saturday; all offers expire at the end of business days on
Saturdays.
[redacted] complaint
has been escalated to upper management for review. The district manager has
attempted to contact [redacted] to address her concerns but he has been
unsuccessful reaching her. Although we are unable to discuss discipline action
taken for Conn’s employee, please be aware that this issue is being addressed
with all parties involved. We appreciate [redacted] for bringing this matter
to our attention and we sincerely apologize for any inconvenience she
experienced during this process.
 
If
we may be of further assistance, [redacted] may contact our customer service
department at [redacted].Kind regards,Dyeisha [redacted]

Thank you for the opportunity to respond to [redacted] concerns regarding account [redacted].  [redacted] stated she paid her account balance in full, but the account remains open and has reported to her credit.   According to our records, [redacted] signed a 30-month retail installment...

contract on May 22, 2014.  That contract included our 6-month no-interest financing promotion (“cash-option”).  She contacted us on August 27, 2014 and received a payoff quote of $953.04.  She scheduled that payment; however, the account did not close.  [redacted] made a payment of $150.00 on August 20, 2014 but that payment was returned by her financial institution on August 28, 2014 causing the account to remain open.    [redacted] contacted us on August 19, 2016 and we agreed to reinstate the “cash-option,” close the account, reverse the credit marks and refund any over payment amount that is due.  We ask that [redacted] please allow 10-14 business days for processing and allow the credit bureaus 30-60 days to update their records.    Conn’s values [redacted] as a customer and appreciates her for bringing her concerns to our attention.   Thank you, Cheryle S[redacted]

Thank you for the opportunity to respond to [redacted] complaint regarding the $100.00 concession that he was offered at the time of
delivery.  After researching [redacted] complaint we found his refund check was mailed on [redacted] 21, 2014.  Unfortunately, our system did...

not show the
correct zip code therefore, his refund was mailed to the wrong address.  The postal service returned the check to the sender
because they were unable to forward.  Conn’s
would like to apologize to [redacted] for the error and the delay in
receiving his refund. We have corrected the address and remailed his refund check
to the address as shown on the Revdex.com complaint.
 
If we may be of further assistance, [redacted] may contact us
at [redacted].
 
Kind regards,
 
[redacted]

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 11/14/2016 and assigned ID [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.  
[Provide details of why you are not satisfied with this resolution.]Conn’s employee, Dyeisha W[redacted], reply to my complaint about
the poor service in fixing our [redacted] Top Loading Washer is fairly stated.
What Ms Dyeisha W[redacted] failed to state is the hours and many telephone calls
it took to get the job done in a timely fashion.
In review, the call
went out to Conn’s for a service on July 28th. The Service Tech
showed up as scheduled on Wednesday August 5th. Service Tech [redacted]
did advise that parts had to be orders.
And yes Conn’s did complete the repairs on Wednesday August 12th.
What Conn’s has
failed to state is :
Service Tech [redacted] stated he would be on vacation the week of August 10 thru August 16 Conn’s order the repair
parts on August 10th, 5-days after Service Tech [redacted] schedule call on August 5th..
Conn’s advised me
[redacted] that the ordered repair parts would not be available until
Monday August 17. (August 17th is the scheduled return from
vacation date of Service Tech [redacted]). A Service appointment would be schedule
and repairs to the [redacted] washer would be completed at that time.
Conn’s failed to state
that after many phone calls and e-mails to Conn’s Service (800) 266-6349,
and telephone calls to Conn’s Corp office in the [redacted] we got
action.
The repair parts came in
and  the [redacted] washer was repaired
on August 12th .
Therefore there is no
need to contact Conn’s as the [redacted] Washer
is operating as designed.
Conn’s advise that they
would call back, I’m still waiting for that call back telephone call Conn’s.
Regards,

Thank you for the opportunity to respond to [redacted] additional comments. Our records show on [redacted], a service appointment was scheduled to re-assess [redacted] dryer; during inspection the technician found additional parts were needed for repair. After further reviewing [redacted] repair needs, it was determined the dryer was uneconomical to repair therefore; [redacted] agreed to exchange her dryer. [redacted]'s new dryer was delivered on [redacted] and received in good order.  We sincerely apologize for any inconvenience [redacted] experience 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 Mrs. [redacted]’s complaint. Our records show on9/8/16, Mrs. [redacted] purchased a [redacted] refrigerator and elected to purchase a 24-month Repair Service Agreement Plan. Mrs. [redacted]’s refrigerator was delivered and received in good order on9/10/16....

  We researched Mrs. [redacted]’s complaint and found she contacted our service department on9/22/16stating her refrigerator is not dispensing water. A service appointment was originally scheduled for service with the manufacturer on9/27/16 however; Mrs. [redacted] rescheduled her appointment for9/29/16. During the inspection the technician reported a part was needed to complete repairs. Once the parts arrived, Mrs. [redacted] was contact by the manufacturer to schedule an installation date. Our records show on 10/20/16; Mrs. [redacted]’s refrigerator was approved to be exchanged and her new refrigerator was delivered on 10/21/16.   Mrs. [redacted] may file a claim to be reimbursed up to the covered amount for Food Loss.  We have attached of copy of our Food Loss claim for Mrs. [redacted] to complete.   If we may be of further assistance, Mrs. [redacted] may contact us at1-866-765-1513.   Kind regards,   Dyeisha W[redacted]Tell us why here...

Thank you for the opportunity to respond to [redacted]’ additional comments. As previously mentioned, the promotional offer [redacted]’ received is not an offer promoted at any Conn’s location but is offered directly from the manufacturer. As listed on promotional offer [redacted] provided: Purchases made from the dealer/reseller are subject to the dealer’s/reseller’s shopping terms and restrictions and return policies. In the event of questions regarding claims, program or policy, [redacted] will review all documentation and make the final determination of claim eligibility. All decisions made by [redacted] and/or its agents are final.  [redacted] will need to contact [redacted] with any further questions. After further researching the promotion, we confirmed the camera [redacted] purchased retails with the manufacture for $1549 with a $300 instant rebate totaling $1249; the lens [redacted]’ purchased is not included in the offer. However; [redacted] purchased the camera at Conn’s for $1199.99, saving more than the promotion that is offered through the manufacture.  If we may be of further assistance, [redacted] may contact Customer Service at [redacted].  Kind regards, Jana A[redacted]Customer Relations

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 1/28/14, Mr. [redacted] purchased the [redacted] living room furniture which consists of two pieces (sofa and loveseat) and elected to purchase a 48-month FurnitureGard Plan. Mr. [redacted]’s furniture was...

pickup from our [redacted] warehouse on 2/1/14 and signed as received in good order.The furniture set that was purchased on 3/2/15 was brown in color and not putty as shown in the pictures that we have attached.We reviewed Mrs. [redacted]’s complaint and found she first contacted our service department on 8/18/15 (over a year) stating the thread is unraveling on both the sofa and loveseat. A service appointment was scheduled for 9/12/15; during the inspection the serviceman found both the sofa and loveseat with scuff marks on the back upper corner where the unit is hitting the wall. The serviceman also found unraveling thread on the back lower arm of the sofa and was able to clip the trading to complete repairs. After reviewing the serviceman’s finding and photo’s provide; the back cover on both the sofa and loveseat displays signs of the back rubbing against another object which is not covered under the Terms and Conditions of the FurnitureGard Plan. We show Mrs. [redacted] contacted our service department again on9/24/15 for spot cleaning on both the sofa and loveseat which is currently scheduled for 10/17/15.Although Mrs. [redacted]’s furniture does not meet the qualifications for an exchange at this time; we will continue with any covered repairs.We have also forwarded this complaint to our Furniture Specialist to address the issue regarding the serviceman who assessed Mrs. [redacted]’s furniture.  We sincerely apologize for any inconvenience Mrs. [redacted] experienced during this process.If we may be of further assistance, Mrs. [redacted] may contact Customer Service at [redacted].Kind regards,Dyeisha W[redacted]

Thank
you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show
on 2/11/15, Mr. [redacted] purchased the [redacted] sofa and loveseat, the
[redacted]...

[redacted] Loft Media console and Hutch and a 65” LG Smart television. Mr.
[redacted] signed his invoice acknowledging that he received a copy of Conn’s
Return and Exchange Policy which states to read over the terms and condition
regarding returns/exchanges.
 
We
received Mr. [redacted]’s complaint and found his media console and hutch was
delivered on 2/19/15 however; the remaining items purchased were delivered on
2/22/15. Our records show Mrs. [redacted] contacted our customer service department
the same day stating she was not happy with the lack of communication regarding
the return/exchange policy and was never told she could not return furniture.
We have no record that Mrs. [redacted] was instructed to return the console to the
store.  At Mrs. [redacted]’s request, we
provided her another copy of Conn’s Return and Exchange Policy as well as a
copy of Mr. [redacted]’s signed invoice.
 
At
this time we are unable to honor Mr. [redacted]’ request to return or exchange his
console; Conn’s has a No Return or Exchange Policy on all furniture. Mr. [redacted]
was provided a copy of Conn’s Return or Exchange Policy at the time of
purchase.
 
We
have included a copy of Mr. [redacted]’s signed invoice  and Conn’s Return and Exchange Policy with
our response.
 
If we may be of further assistance, Mr. [redacted] may contact customer service at [redacted]
 
 
Kind
regards,
 
Dyeisha
W[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  The reason for the rejection is that the salesmans was rushing and at that time I assumed that I had coverage on both items which he showed me a price of 179.99 on the computer screen; and that on the contract my information is not correct. He had to go back in several time to update my address and birthdate which I had given over the phone during my application process which was not correct. its evident that he did not do it properly because someone else information is reflecting on my contract.
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.]David who is the district manager over the [redacted]/. store who told me he needed to call [redacted] Corporate Headquarters and if they told him it was OK for to sell me that TV for $449.99 that he would honor that price. I called [redacted] myself and they told me Conn's buys the TV's in bulk and they could care less what Conn's sells them for. David was supposed to call me back the next day, he did not. I finally reached him the following week and he told me he would not be able  to honor the $449.99 because [redacted] told him he could not. David lied to me and went back on his word.
Regards, [redacted]

Thank you for the
opportunity to respond to Mrs. [redacted]’s complaint. Mrs. [redacted] was contact** by
phone as request** through the Revdex.com.  Mrs. [redacted] express** her concerns and
provid** the two estimates that had been forward** to Home Delivery Link.  We do understand...

Mr. and Mrs. [redacted]’s
frustration and typically this type of issue is address in a timelier manner.
Bas** on the information we were provid** the claim was originally deni**
because the damage found was not consistent with damage normally cause by this
type of delivery.  Although we do not show the deliverymen conc[redacted] that
they caus** the damage, the third party delivery company did request two estimates.
 Both estimates provid** by Mrs. [redacted] show they would be able to replace
the flooring with like product in the entry, living room, dining room and
kitchen.  
Until this point Mr. and Mrs. [redacted]’s damage
claim was being handl** by our third party partners.  Due to the delay**
processing Conn's has submitt** the damage claim to our insurance company to
handle.  The claim was submitt** to them today and can take up to 24 hours
for an adjuster to be assign**.  I have provid** the insurance companies
information below.  Once an adjuster has
been assign** Mr. and Mrs. [redacted] will be provid** the adjusters name and
contact information.
[redacted]
Loss No. [redacted]
Sincerely,
[redacted]

Thank you for the opportunity to respond to Mr. [redacted] complaint.  Our records show on 10/05/14, Mr. [redacted] purchased...

a
Sony soundbar with a 24-month Repair Service Agreement.  Mr. [redacted]
elected to pick up his soundbar from our Denver, CO location; Mr. [redacted] signed
acknowledging his soundbar was received in good order.
Mr. [redacted] contacted us on 10/22/14; stating his Sony
soundbar was not compatible with his television and he wanted to exchange the
unit.  Mr. [redacted] was advised he is still within the Return and Exchange
Policy and may return/exchange his soundbar with a 15% restocking fee which
expires on 11/05/14.  We spoke with the Operation manager who
stated Mr. [redacted] may contact his local Conn’s location for assistance with
troubleshooting the soundbar.
 At this time we are unable to honor Mr. [redacted]’s request to waive
the 15% restocking fee.  
 If we may be of further assistance, Mr. [redacted] may contact
Customer Service Department at [redacted]
Kind regards,
 
[redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns you have regarding account(s) [redacted]. We have a more than 120-year history of quality customer service and satisfaction, and I would not want anything to impair that record. Our contact information is located...

on Ms. [redacted]’s retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letter. As a reminder, she may contact Conn’s regarding questions about her purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.     Ms. [redacted] stated in her complaint that: she was told Conn’s was going to take $50 off her first month’s payment; and she would like the $50 deducted from the payment; she would like the late fee removed from her account. Our investigation reveals that: Ms. [redacted] was told she would receive a $50 credit on her account; the $50 credit was applied to the account; however, it will not reduce the minimum monthly payment due; Conn’s is unable to remove the late fee assessed on the account due to the payment not being made timely.   According to our records, Ms. [redacted] signed a 36-month retail installment contract on May 29, 2017.  She agreed to have the minimum monthly payment of $393.81 due on the 12th of each month.    Ms. [redacted] was offered a $50 credit due to a delivery issue.  That credit was applied to the account on August 4, 2017.  Please note, an invoice credit does not change the minimum amount due each month.  Ms. [redacted]’s first payment in the amount of $393.81 was due on July 12, 2017.  She made a payment in the amount of $343.81 on June 20, 2017.  A late $10 fee was assessed on the account on July 22, 2017 due to the full payment amount not being made.    We have included a copy of Ms. [redacted]’s payment history as verification the $50 credit has been posted to the account.   Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  on a side note, Not that someone should ever expect to be in a position like this but the company handled it the way you would expect a good company to do so. Very sorry about how we got to this point but I thank Conns very much for honoring their initial promises. Will gladly shop with them in the future.

Thank you for the opportunity to respond to Mrs. P[redacted]
additional comments.  Mrs. P[redacted] has been contacted by Conn’s regarding
her mattress.  Although we were unable to
validate the log number she provided Conn’s agreed to honor her request as a
goodwill gesture.
 
If we may be of further
assistance, Mrs. P[redacted] may contact our Customer Service Department at 1-877-358-1252.
 
Kind regards,
 
Kathryn J[redacted]









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Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 2/23/16, Mrs. [redacted] purchased a ** Chest Freezer and a [redacted] French Door Refrigerator and she received free delivery with her qualified purchase; no delivery fee was charged. Mrs. [redacted]’s delivery...

was scheduled for 2/24/16; during delivery the refrigerator was damaged and she was offered a $200 concession for the damages. Our records show the concession has been submitted and is currently processing. We ask to allow 7-14 business days for the amount to reflect on Mrs. [redacted]’s account; no further credit is due. 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 directly at 1-866-765-1513. Kind regards, Dyeisha [redacted]