Conn's Home Plus

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 again for the opportunity to respond to Mr. [redacted]'s concerns regarding his account.  We were unable to validate the payment confirmation numbers provided by Mr. [redacted].  We also conferenced Mrs. [redacted] and the financial institution to confirm the payments.  The financial institution was unable to locate the transactions in question and could not confirm that they cleared the account.  We would be happy to research this matter further; however, we will need the financial institution to forward bank statements confirming the payments in order to proceed.  Again, we value Mr. [redacted] as a customer and appreciate him for bringing his concerns to our attention.    Thank you, Cheryle [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  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]’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]

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  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 [redacted] concerns regarding telephone calls he has received.  [redacted] stated he does not have an account with us; however, we have been calling him.We have found that [redacted] telephone number was linked to an account in error.  We...

have placed a cease and desist on the telephone number provided by [redacted].  We ask that [redacted] please allow up to 24 hours for his telephone number to be removed from our system.  If [redacted] receives any additional calls after the 24 hours, we ask that he contact us directly so we may further assist him.We value [redacted] and sincerely apologize for any inconvenience he has experienced due to this matter. Thank you, [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding account [redacted]  Mr. [redacted] stated his account should be paid in full but it remains open.    According to our records, Mr. [redacted] signed a 32-month retail installment contract on November 24,...

2013.  That contract included our 12-month no-interest financing promotion (“cash-option”).  The “cash-option” amount was $4103.53.  Per the terms of the signed “cash-option” agreement, the “cash-option is void if  the minimum monthly payment is not paid within 10 days of the scheduled due date or the unpaid portion of the “cash-option” is not paid within 10 days of the “cash-option” expiration date. Mr. [redacted] submitted a request to cancel the property insurance on his account on June 24, 2014 we complied with that request. This brought the “Cash-option” amount to $39.29.41.  Credits in the amounts of $79.99 and $50.00 were applied to Mr. [redacted]’s account for the delivery fee.  This brought the “cash-option” amount to $3799.42.  Mr. [redacted] paid a total of $2998.82 on the account during the “cash-option” leaving a remaining balance of $800.60 due on or before the “cash-option” expiration date.  We are unable to honor Mr. [redacted]’s request to close the account because the total “cash-option” amount was not paid in full on or before the “cash-option” expiration date     On April 17, 2015 we received a request from Mr. [redacted] to cancel the retail service agreements (RSA) he purchased.  Since the request was made after 30 days of purchase, he received a pro-rated refund based on the time expired from the original date of purchase, less the cancellation fee and less the cost of any claims paid prior to the cancelation request.  A credit of $339.26 was applied to the account for the RSA’s on April 21, 2015.  We have attached copies of Mr. [redacted]’s signed retail installment contract, signed “cash-option” acknowledgement page and payment history for his records.    Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove the negative credit marks or the charge-off status assessed on the account due to payments not being made timely.    Conn’s appreciates Mr. [redacted] for bringing his concerns to our attention.   Thank you, Cheryle [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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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]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on 11/20/16; Mr. [redacted] purchased a Whirlpool French Door refrigerator and a Frigidaire Gas range both with a 1-year limited manufacturer’s warranty.  Mr. [redacted] did not purchase additional coverage with...

Conns HomePlus.  Our records show Mr. [redacted]'s scheduled delivery for 11/21/16; during the delivery, the delivery team installed both units and tested the range on high flames to ensure the unit was functioning properly.  No problem was found or reported during that time. The delivery team notated that Mr. [redacted] used the range immediately after the installation without any problems. Mr. [redacted] contacted our warehouse later that evening stating when he turned on the burners a plastic film melted on the range.  He also mentioned the drivers did not install the water filter and plastic was left on the refrigerator as well.  We requested photos of the incident from Mr. [redacted] to review.  Our warehouse manager contacted Mr. [redacted] after considering the picture provided by Mr. [redacted] and the photos taken by the delivery team at the time of delivery and made aware that we were unable to exchange the unit. The warehouse manager stated that based on both photos, the flames would not have been able to reach the location where the incident occurred, and a different object may have cause the damages. At this time we are unable to honor Mr. [redacted] request to exchange his range.  Although Mr. [redacted] has a manufacturer's warranty, typically the manufacturer's coverage does not provide coverage for cosmetic issues.We have included supporting documents with our response. 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 [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.

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 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 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 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.  Why the same response word for word as twice before. The store provided a credit invoice in the amount of $139.79 as a price guarantee 2 days after my purchase. They (corporate) have that credit invoice as well as I have provided a copy of it to them and the Revdex.com. Why are they not acknowledging it and crediting it? I paid my account in full during the no interest period. My balance is -0-. 
Regards,[redacted]

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]

Thank you for the opportunity to respond to Mr. [redacted] complaint. Our records show on7/24/16, Mr. [redacted] purchased a [redacted] side-by-side refrigerator, [redacted] dishwasher, [redacted] washer and dryer, [redacted] gas range and a [redacted] over-the-counter microwave which was scheduled for delivery...

on7/28/16.   We contacted the store manager where Mr. [redacted] made his purchase regarding this matter we were advised that prior to delivery Mr. [redacted] was contacted and informed that the microwave was not available for immediate delivery. Mr. [redacted] was offer the option to re-schedule delivery once all items were available or cancel the microwave from the invoice to keep delivery scheduled for the same day (7/28/16). Mr. [redacted] elected to cancel the microwave and purchase at a later date. Our records show on7/26/16, the microwave was cancelled from Mr. [redacted] invoice and a credit of $460.00 was processed towards his account. The store manager stated he contacted Mr. [redacted] when the microwave became available to return to the store and rewrite his invoice to include the microwave but he did not want to come back to the store.   We show that the microwave is currently available. Mr. [redacted] will need to return to his nearest Conn’s to purchase the microwave; the unit purchased was cancelled from his original invoice and credited to his account.   If we may be of further assistance, Mr. [redacted] may contact us at1-866-765-1513.   Kind regards, Dyeisha [redacted]

I am accepting this response because I'm giving them the benefit of doubt that they are working on it. Howecer, this has been the most horrendous customer service I have ever experienced. If I had waited 2 months to make paymentsor respond to them, they would have probably came and took my purchases back, but it's OK for them to wait 2 months because of computer issues? The only contact they made with me is to say I owed more money, which I paid the same day and responded with the confirmation number. Never heard a word about them receiving the payment and submitting it for closure. If they're having that many problems with this new computer system, maybe they should've switched back to the old by now.
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.