Conn's Home Plus

Thank you for the opportunity to respond to [redacted] complaint. Our records show on 6/22/15, [redacted] purchased a [redacted] and [redacted] Queen box spring that comes with a limited manufacturer’s warranty. [redacted] mattress and box spring was delivered and received in...

good order on 6/24/15.We reviewed [redacted] complaint and found he contacted our Customer Service department on 7/16/14 stating he wanted to return his mattress because he was having back pains. [redacted] was informed that although Conn’s has a No Return or Exchange Policy on furniture/mattresses; his mattress does qualify for an exchange under the manufacturer’s 120-day Comfort In-Home Trial. [redacted] was educated as part of the trial offer, the mattress must be in the customer’s home for 30 nights to adjust to the comfort level. As listed on [redacted] 120-day In-Home Trial which can be found on the manufacturer’s and Conn’s website: This trial program is offered exclusively by [redacted] to their retail partners, allowing you to experience your new [redacted] in your home for up to 120 days - and still exchange or return it if you are not completely satisfied*. Once your [redacted] is delivered and set up in your home, sleep on it for a minimum of 30 nights to adjust to a new level of comfort and support. If you are not completely satisfied after the first 30 nights, contact your [redacted] retailer to discuss your options.[redacted] has been informed that he may return or exchange his mattress anytime after 7/24/15 while still under the 120-day trial offer but the box spring is excluded and does not qualify.Although we are unable to honor [redacted] request; he does have the option to return/exchange his mattress only after 30 nights in his home. We sincerely apologize for any inconvenience [redacted] experienced during this process.If we may be of further assistance, [redacted] may contact our Customer Service department at [redacted]Kind regards, Dyeisha W[redacted]
Customer Relations

Thank you for the opportunity to respond to Mr. [redacted]’s additional comments.  We received the requested documents from Mr. [redacted] and the photos have been reviewed.  We spoke with Mr. [redacted] on 2/25/16; during the conversation Mr. [redacted] was informed based on the photos we discovered a door shelf was missing; as a gesture of goodwill two refrigerator door shelves of different sizes were shipped to Mr. [redacted].   Mr. [redacted] also mentioned a deli door was missing; we confirmed with the manufacturer the make/model of Mr. [redacted]’s refrigerator does not come with a deli drawer/shelf.  We have include a copy of the chat transcript from [redacted] as confirmation. Mr. [redacted] can track his shipment at www.[redacted].com with tracking number [redacted]; his package is expected to arrive on Wednesday (3/02/16). If we may be of further assistance, Mr. [redacted] may contact Customer Service Department at 1-877-358-1252. Kind regards,  Jana A[redacted]

Thank you for the opportunity to
respond to [redacted]’s complaint. Our records show on 8/23/12, [redacted]
purchased an ** French door refrigerator with a 48-month Repair Service
Agreement Plan.
 We received [redacted]’s
complaint and found she contacted the service...

department on 8/29/14 stating the
refrigerator was not cooling. A service appointment was scheduled for 9/1/14;
upon inspection the technician found parts were needed to complete repairs. We
show parts became available on 9/11/14 and scheduled [redacted]’s repair date
for 9/12/14. On 9/12/14, the technician installed the parts however; [redacted]
contacted the service department the same day stating the unit is still not
cooling therefore additional parts were ordered for repair. Once the parts
became available, [redacted] was scheduled for repair on 9/27/14; during
installation the technician found the wrong piece was ordered and could not
complete repairs. On 9/29/14, Conn’s agreed to exchange [redacted]’s
refrigerator due to service delay however; we no longer had the same model
available therefore, [redacted] received a store credit in the amount of
$2879.99 to re-select another refrigerator. Our records show [redacted] was
unable to find another refrigerator that was suitable therefore, Conn’s came to
an agreement with [redacted] to receive a full refund in lieu of the exchnage
for the refrigerator and Repair Service Agreement Plan. On 10/13/14, we
submitted a check request in the amount of $3117.59 the cost of the
refrigerator and $378.82 for the Repair Service Agreement Plan totaling
$3496.41.
In regarding to the Food Loss
Claim [redacted] submitted, we show she was approved to receive the maximum
amount of $150 as stated in the terms and conditions of the Repair Service
Agreement Plan. [redacted] also brought to our attention that she never
received her rebate from the initial delivery; Conn’s has agreed to honor her
delivery rebate and mail a check in the amount of $79.99. We sincerely
apologize for any inconvenience Mr. and [redacted] experience as a result of
the service delay. 
 If we may be of further
assistance, [redacted] may contact us at [redacted].
 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
I need someone to call me from corporate office, whomever is responding. My question is not being answered and calling customer service is not going to do the job. I have called and received different responses before.
Regards,

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding account
[redacted]7931.  Ms. [redacted] stated she
authorized a payment in the amount of $75; however, the payment was processed
for $150.00.
According to
our records, Ms. [redacted] authorized a payment in the...

amount of $75.52 to process
on August 14, 2015.  The payment was
processed for $151.00 in error.  As of
September 30, 2015, we have submitted a refund for the amount of $75.48 which
is the difference between what was authorized and what was processed.  We ask that Ms. [redacted] please allow 7-10
business days for processing. 
We value Ms.
[redacted] as a customer and sincerely apologize for any inconvenience she has
experienced due to this matter.  Thank you,Cheryle S[redacted]

Thank
you for the opportunity to respond to Mrs. [redacted]s additional comments. When an
exchanged is approved, the old unit is returned and a new unit is received. As
mentioned in our previous response, Mrs. [redacted] was approved for an exchange to
re-select a refrigerator for up to $1749.99 under the Terms and Conditions on
the RSA on 7/29/15. Mrs. [redacted] initiated her exchange on 9/13/15 and
re-selected a [redacted] French door refrigerator that retailed at $2199.99 and
elected to purchase an additional 48-month RSA Plan for $449.99 totaling
$2902.09. The credit of $1894.36 (1749.99 plus taxes of $144.37 for old unit)
was applied towards the purchase of her new refrigerator and additional
warranty leaving a remaining balance of $1007.73
(the difference in price of the refrigerator
and warranty) that was financed on a separate account. Mrs. [redacted]s
original contract remains in effect because the [redacted] refrigerator replaced
the ** refrigerator which still had a remaining balance, no changes are made in
the monthly payments owed.
Mrs.
[redacted] currently has two open accounts with Conn’s. The account ending in 33 is
for the [redacted] refrigerator which replaced the ** refrigerator and the account
ending in 34 is the difference in price of the [redacted] refrigerator and additional
48-month RSA Plan that was financed; no additional credit is due.
If we may be of further assistance, Mrs.
[redacted] may contact Customer Service at 1-877-358-1252.
 
Kind regards,
 
Dyeisha W[redacted]Customer Relations









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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  I did not sign any document stating that I have reviewed the return policy. I would like my money back because they said they would not replace the tv for a new one and because of the way I was treated poorly with bad customer service and how they handled me on the first tv. I could see if it I had already had the tv for months but it had only been 5 days and my first choice was just to replace the tv with another.. also I've read over the warranty information that was provided to me and it doesn't state anywhere about this 24 or 72 hour return policy you claim to have and when I asked customer relations why isn't that on the warranty papers I have she said that's information that conns doesn't disclose to anyone that its just the way yall do things. Had I known that you only give a 3 day window to return something if it's defective I would have never bought anything from conns to begin with. Conns does not tell you this at the time of purchase. Any other respectable company like [redacted], [redacted], [redacted] ext.. would have exchanged the tv no questions asked but you guys are crooks. I will not settle for this resolution I want my money back and yes the tv is scheduled for repair only because im sitting here with a tv on my wall that im getting no use out of because it's defective... so tell me shouldn't I be compinsated for the time I've has to go without a tv??  I gave conns almost 2000 dollars of my money that im sure you didn't have a problem with my money going to the bank.. so tell me what is this company going to do for me to compinsate me for my troubles and inconvenience?!!!
[Provide details of why you are not satisfied with this resolution.]
Regards,

Thank you
for the opportunity to...

respond to [redacted] complaint.  Our records show
on5/05/14, [redacted] purchased a [redacted] plush queen mattress with a (48-month Furnituregard Plan), a [redacted]
queen box spring with a (48-month Furnituregard Plan), and a [redacted] [redacted] queen bed frame with a (limited 1-year manufacturer warranty) from
us.  [redacted] elected to have her items delivered; we show [redacted]
signed acknowledging her items were delivered and received on 5/06/14 in good order.
 
We
received [redacted] complaint and found she contacted our service department
on11/19/14 regarding her bed frame;
stating her bed was lopsided and coming apart.  A service call was
scheduled for 11/26/14; during the
inspection the serviceman found one caster plastic frame was cracked in half,
the insert that goes into the metal frame was broken off at the bottom, center
cross support was missing a nut and bolt.  The serviceman installed a
plastic insert on the bottom of the frame and installed a nut and bolt, and
added a temporary wood leg until the plastic caster became available to be
installed.  The serviceman attempted to order the plastic caster needed;
however the manufacturer no longer had this part available.
 
After
researching [redacted] complaint we found her issue was escalated to upper
management and Conn’s has agreed to honor [redacted] request to exchange her
bed frame.  We spoke with [redacted] on 1/21/15 and
she was informed of her exchange approval.  [redacted] may go into her
nearest Conn’s location to initiate the exchange and schedule delivery. 
We sincerely apologize to [redacted] for the experience and any inconvenience
that has been caused as a result of delay.   
 
If we may
be of further assistance, [redacted] may contact our Customer Service Department
at [redacted].
 
Kind regards,
 
 
Jana [redacted]

Thank you for the opportunity to respond to  Ms. [redacted]'s concerns regarding credit reporting.  Ms. [redacted] stated the information provided to the credit bureaus is inaccurate. We are unable to verify that Ms. [redacted] is the customer associated with the information...

we have in our system as the last name does not correspond to our records. There is a name discrepancy which requires additional verification such as the last four of her social security number. We ask that Ms. [redacted] contact us so we may validate the information so we may research her concerns further.Conn's appreciates Ms. [redacted] for bringing your concerns to our attention.

Thank you for the opportunity to respond to Mrs. ***’s complaint.  Our records show on9/05/16, Mrs. *** purchased a *** *** *** *** *** that came with a limited 1-year manufacturer’s warranty; no additional RSA coverage was purchased through Conn’s. ...

Mrs. *** was provided a copy of Conn’s Return & Exchange Policy at the time of purchase which states: A consumer has 14-days from the date the item is received to return or exchange (computers, computer equipment, & accessories) in new condition with the required 15% restocking fee.  Mrs. *** elected to pickup (take) her notebook from our Aurora, CO location #***.  Mrs. *** signed her invoice acknowledging that her notebook was received in good order. Our customers are given the opportunity to inspect their product prior to leaving the store/warehouse.  Once the product has left the store/warehouse we are unable to determine when or where damages may have occurred.   We researched Mrs.***’s complaint and found she contacted us on 9/12/16(7-days) after receiving her notebook; stating the screen was cracked.  Mrs. *** was advised that physical damage was not covered by the manufacturer’s warranty.  However, she could big her notebook in for service and by for the repairs.  On9/21/16(16-days) after receiving her notebook a service ticket was created.  After reviewing her service inspection we confirm her notebook has a noticeable impact/puncture mark on front of the screen.  We show Mrs. ***’s issue was escalated to upper management which she was contacted and offered a discount on her repair as a goodwill gesture.  Mrs. *** was given an estimate of $279.00 plus tax that would be for the cost of the parts needed to repair her notebook.   At this time we are unable to honor Mrs. ***’s request to exchange her notebook or repair her notebook at no cost.  As mentioned Mrs. ***’s notebook is only covered by the manufacturer’s warranty which does not cover physical damage (accidental or incidental) and no additional RSA coverage was purchased through Conn’s to review other options.     Kind regards,     Jana A***

Thank you again for the opportunity to respond to Ms. [redacted]' concerns regarding her accounts.  We will mail a copy of Ms. [redacted]' payment histories to the address provided.  The payments have been moved from the closed account to the open accounts; therefore an overpayment has not been processed.

Thank you for
the opportunity to respond to Mrs. [redacted]’s concerns regarding account
#[redacted].  Mrs. [redacted] stated she
needs to know the payoff for her account.
As of February
10, 2015, the payoff amount for Mrs. [redacted]’s account is $318.36.  Please note since the...

no-interest financing
promotion has expired, Mrs. [redacted]’s account is accruing interest.  The payoff amount updates daily. 
If Mrs.
[redacted] decides she would like to pay the account balance in full, we as that
she contact us the day she plans to submit the payment for an up-to-date payoff
quote.
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 Mr. [redacted]’s complaint. We researched Mr. [redacted]’s concerns and found that both Mr. and Mrs. [redacted] applied for credit with Conn’s on 10/24/16 however; Mr. [redacted] requested to cancel his application. Our records show Mrs. [redacted] was...

approved for $2250.00 with a 5% down payment on a Conn’s Retail Installment account based on her approved credit. Mrs. [redacted] did not meet the credit criteria to receive the 36-month No Interest with a $39 monthly payment offer. We show Mr. [redacted] expressed her interest in purchasing a [redacted] 65” TV which retailed for $1399.99 and was informed that she would be required to pay a $70.00 down payment (5%) based on her approval. However; Mrs. [redacted] elected to cancel her credit application and no account was created with Conn’s. At this time we are unable to honor Mr. [redacted]’s request; Conn’s promotional offers are subject to credit approval as well as our advertised prices are subject to state and local sales taxes and fees as stated. If we may be of further assistance, Mr. [redacted] may contact us at 1-877-765-1513.  Kind regards, Dyeisha [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
From: [redacted] Sent: Thursday, June 11, 2015 10:16 PM To: drteam Subject: Re: Complaint # [redacted] I rejected their response as it did not rectify the problem. I tried calling and emailing their customer service and had no luck in communicating and they even hung up on me on the last phone call. Perhaps they kept the recording of that call. My main complaint is the store took advantage of a senior citizen ( my husband [redacted]) and did not verbally explain the financing, or warranty charges, and they sold him merchandise he did not need. When my husband told me about the bill, the 30 days had indeed passed. which brings me back to their callous handling of my complaint and their unwillingness to accept the [redacted] sold to him even though it was unused. I would like to have the [redacted] returned, and I would like them to pay any and all finance interest charges, since they told my husband they were financing for zero percent interest.

Thank you for the opportunity to respond to [redacted] complaint.  We researched [redacted] complaint and found their issue has been addressed and resolved.  Our records show [redacted] was approved for an exchange on 9/03/15; he was issued a credit up to the...

original amount paid which was $579.99.  However, we found a replacement model was not available; therefore [redacted] received a refund in lieu of the exchange.  [redacted] was contacted on 9/22/15; she was informed the refund request was submitted and currently processing.  We ask that [redacted] allow 7-10 business days to receive their check refund.  We sincerely apologize for any inconvenience [redacted] experienced during this process.  If we may be of further assistance, [redacted] may contact Customer Service Department at 1-877-358-1252.  Kind regards,  Jana A[redacted]Customer RelationsConn’s Inc.

Thank you for the opportunity to respond to Mrs. [redacted]’ additional comments. As mentioned in our previous response, Mrs. [redacted] was able to take advantage of the manufacturer’s 120-day Trial and exchange her original mattress. [redacted]’s Comfort Guarantee has a limit of one trial offer per each customer. The Terms and Condition of the [redacted]’s 120-Day Trial is displayed on all qualifying mattresses. Although we cannot confirm verbal communication between Mrs. [redacted] and her sales representative, Conn’s has a NO return/exchange on all mattresses which was provided to Mrs. [redacted] at the time of purchase and can be found online. Any other mattress Mrs. [redacted] re-selected would not qualify to be returned or exchanged a second time. Again, we are unable to honor Mrs. [redacted]’ request to return/exchange her mattress. [redacted]’s 120-day Trial is a one-time offer and Conn’s has a NO return/exchange policy on all mattresses. 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 for the opportunity to respond to Mrs. [redacted] additional comments. As mentioned in our previous response Mrs. [redacted] was contacted on8/31/16by a representative at the corporate office to address her concerns but was unable to reach her on the number list in file. Mrs. [redacted] complaint regarding the store manager has been addressed by the district manager accordingly. We have submitted a $50.00 gift card to Mrs. [redacted] mailing address due to the inconvenience. If we may be of further assistance, Mrs. [redacted] may contact us at[redacted]. Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  Our records indicate that on3/26/17 Mr. [redacted] replaced his original television for a 65" [redacted] 4K Smart Television with a 49- month Repair Service Agreement. Mr. [redacted]’s 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 3/26/17 Mr. [redacted]’s television was picked up from Waco Tx, store location #117.  After reviewing Mr. [redacted]’ complaint, we show that he contacted us on 3/31/17 stating that the television’s picture was freezing and blinking with small lines going through it. On 4/11/17 after troubleshooting over the phone with Conn’s Service Dept. parts were ordered to repair the television. Per Conn’s policy defects and malfunctions have to be reported within 72hrs of purchase with RSA, outside of 72hrs the customer has to go through service. Our records indicate that Mr. [redacted] is scheduled for service on 4/20/17 to install the parts to repair the product. It is recommended that Mr. [redacted] continue with service. At this time we will not be able to honor Mr. [redacted]’s request. If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards, Kristal [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.  
They do not keep good records or record every single phone call. The notes in their file are not kept well. I've called and they've read me back notes that were completely wrong on every level. I corrected them and was told "Well that's what's in the computer" BUT ITS WRONG! The entire company is incompetant.  My main issue now is they tell me everyday it's about to charge off. I need time to call everywhere I've gotten a money or and get the reciepts. They told me I only had a few days and they would do nothing to keep it from charging off even though this is their fault it's delinquent in the first place. The only payments they show record of are the two debit card transactions. Not a single money order. I also get called 6-10 ttimes a day even when I answer and talk to someone each and every time. It's harrassment.
Regards,

Thank you for
the opportunity to respond to [redacted] concerns regarding telephone calls
he has received.  [redacted] stated he
submitted an application online and he received several calls from the sales
associates in the store. 
 
We have placed
a cease and...

desist on the telephone numbers [redacted] provided on his credit
application and noted the application as do not call.  We value [redacted] as a potential customer and sincerely apologize for any inconvenience
he has experienced due to this matter.  Thank you,Cheryle S[redacted]