Conn's Home Plus

Thank
you for the opportunity to respond to Mr. [redacted]’s complaint.  Our
records show on 12/21/14, Mr....

[redacted] purchased a [redacted] E330LP
Barbecue Grill with a limited 1-year manufacturer warranty.  We show Mr.
[redacted] elected to take his grill from our Houston, TX location; Mr.
[redacted] signed acknowledging his grill was received in good order.
 We
researched Mr. [redacted]’s complaint and found he contacted our Customer
Service Department on 1/24/15; 33-days after picking up the grill stating the grill
was leaking gas.  We reviewed Mr. [redacted]’s purchase and verified he
only had manufacturer warranty and Conn’s service does not service outdoor
cooking products.  Mr. [redacted] was instructed at that time he would
need to contact the manufacturer.  Although we were unable to confirm
the unit had failed, Mr. [redacted] was offered the option to return/exchange
the grill with a 15% restocking fee. 
 If
we may be of further assistance, Mr. [redacted] may contact our Customer
Service Department at [redacted].
 Kind
regards,




 


Jana A[redacted]










2/23/2015






Complaint

01/04/2015 - Made furniture of purchase and scheduled delivery for wednesday 01/07/2015 promised by salesman
01/06/2015 - received phone call confirming delivery on Wednesday 01/07/2015 from dispatch
01/07/2015 - Took day off from work and moved existing furniture in house to make room for new...

furniture to be delivered. At 5pm with no delivery or notification; called store and delivery dispatch. Learned my product would not be in houston until 01/09/2015. WORK DAY WASTED - Salesman said he called me to notify delivery of goods would not happen prior, NO MISSED CALLs on cell or work phone. Scheduled new delivery for Sunday 01/11/2015 guaranteed by salesman.
01/11/2015 - Moved furniture again awaiting arrival of new furniture. At 3:00 without delivery or notification, called Dispatch and Store. Learned that my goods would not arrive until 01/17/2015 from Dispatch. ANOTHER DAY WASTED. Called store asking to speak with manager, told manager was not present on Sunday and that Frank the assistant manager is the manager on duty. Spoke with Frank about the unprofessionalism and days wasted, Frank agreed about the unprofessionalism and would get the manager to give me call to see if they can wave delivery fee and deliver the other two smaller items that were in stock for the multiple inconveniences and unprofessional behaviors. Pleaded that my goods would be in stock 01/17/2015 and delivered 01/18/2015 and that I would be contacted by the store manager Monday 01/12/2015.
01/28/2015 - I have NOT been contacted by the Store Manager - I have NOT been contacted by my salesman - I have NOT been contacted by Dispatch - My furniture that I purchase has NOT been delivered.







Desired Resolution
I wish to have my furniture delivered asap!
I wish to receive a formal apology.
I wish to have the delivery fee removed from my bill.
I wish to received a discount and a future discount on more goods that I need for my home. I am needing to purchase new appliances and more furniture soon,...

If not, I can take my business to a more professional company.





Consumer Business Dialog

Thank you for
the opportunity to respond to [redacted] concerns regarding promotional
letters and calls she has been receiving.
 
We have placed
a cease and desist on the telephone numbers provided by [redacted], as well
as, removed her name from the mailing list....


 
Please allow
up to 24 hours for the process to complete. 
If [redacted] receives any further mailings or phone calls after the 24
hour period, we ask that she contact us directly so we may address it further.
 
We value [redacted] and apologize for any inconvenience she has experienced due to this
matter. Thank you,[redacted]








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Thank you for the opportunity to respond to Mr. [redacted]’ complaint. We reviewed the photos provided by Mr. [redacted] and have agreed to issue an exchange on his living room furniture under the Terms and Conditions of the FurnitureGard Plan purchased. Mr. [redacted] may visit his nearest Conn’s location...

to initiate the approved exchange. We sincerely apologize for any inconvenience Mr. [redacted] experienced during this process. If we may be of further assistance, Mr. Belvins may contact us at 1-866-765-1513. 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.  
I was told in the store that they could not replace my mattress after visiting the [redacted] location on two separate occasions.  They told me I could only get a mattress that was cheaper than the one originally purchased on the first visit. The manager then told me he was able to provide me with the exact same mattress and I visited the store for the second time, upon arrival I was told he was wrong and if I wanted a mattress comparable to the one I had I would have to shell out at least another $200.00 plus taxes and delivery.  My husband and I were furious after hearing their proposed outcome. The manager was very rude and uneducated to the problems we had been having, he told us that we would have to use the credit provided on a single item of equal or lesser value if we did not want to finance something more expensive.   After a great deal of consideration we decided to find something that would not cause us to finance anything and be done with Conns Corporation completely. I have been asked to send over a copy of my credit report to address the personal information breach, after speaking with my lawyer I have been advised not to share this kind of information.  I continue to have issues with this and probably will for a long time, I can talk to Conns til I am blue in the face and still come out with no resolve to this issue.  The other accounts at Conns that are accessed with my social security number should be looked over and have anything pertaining to my identity removed.  I am now hoping they report to the three major credit bureaus of my outstanding payment history and the fact that the account has been paid in full. 
Regards,
[redacted]

Roman","serif"">Thank you for the
opportunity to respond to **. [redacted] complaint.  Our records show on11/16/14, **.
[redacted] purchased a [redacted] furniture set which consisted of four pieces
(armless chair, wedge, left loveseat, right recliner) with a 48-month
[redacted] Plan on all four pieces; with **. [redacted] qualifying purchase
he received a free 32” LED TV.  **. [redacted] signed invoice indicates
at the time of purchase he acknowledged he was provided a copy of the
[redacted] Plan brochure and that he understood the coverage associated
with the product(s).  **. [redacted] elected to have his items delivered;
we show **. [redacted] delivery was completed on 11/18/14.
 

After
researching **. [redacted] complaint we found he had two open service calls on
file regarding his loveseat and recliner.  The service history we
found there was a delay getting all parts needed to repair his loveseat and
recliner; therefore Conn’s agreed to exchange his furniture set.  **.
[redacted] exchange was approved on 4/24/15; he was given a credit
up to the original amount paid which was $2,999.99 to re-select four
furniture pieces because the original models were no longer
available.  **. [redacted] may visit his nearest Conn’s location to
initiate the exchange and schedule delivery; **. [redacted] exchange approval
will be valid until 6/08/15. 
We sincerely apologize to **. [redacted] for the experience and any inconvenience
that was caused as a result of the delay.

 

If we may be of further assistance,
**. [redacted] may contact our Customer Service Department at [redacted]

     



 
Kind regards,
     


 
 
Jana A[redacted]

Thank you for the opportunity to respond to [redacted] concerns regarding account [redacted].  [redacted] stated she received calls outside our normal calling hours.    Due to a system issue, some customers received calls outside the normal calling hours of 8am-9pm on June 29,...

2016.  Conn’s sincerely apologizes for any inconvenience [redacted] experienced due to this matter.  We worked diligently to correct the system issue to insure this will not happen in the future.    Conn’s values [redacted] as a customer and appreciates her for bringing this matter to our attention.  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.  
Once again, Conn refuses to address my points of contention.  It isn't  reasonable to have a delivery two weeks early, nor to receive four deliveries instead of one, and to sit on the floor for two weeks because of their actions.  Not too mention the unreasonable number of phone calls to and from this highly unorganized company with poor customer service. I have not been compensated appropriately. My time missed from work was due to their actions and or nonactions.
Regards,

Thank you again for the opportunity to respond to [redacted] concerns regarding account #[redacted].  [redacted] stated she would like to have her account refinanced so she can lower her monthly payment. Unfortunately [redacted] account does not qualify for any of our refinancing options at this time.  In order to refinance an account it must meet certain criteria.  [redacted] account does not meet that criteria at this time. Thank you,[redacted]

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding account
[redacted]5034.  Ms. [redacted] stated she paid her
account off on August 3, 2015; however, the account remains open.
According to
our records, Ms. [redacted] called our automated system and received a...

payoff
quote of $201.86 and she made a payment on August 4, 2015.  Due to a system issue, the account remained
opened.  We are in the process of
correcting the error and closing the account. 
Ms. [redacted]
will receive a close-out letter within 30 business days of the account closing
for her records. 
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]

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.

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 4/22/16, Mr. [redacted] purchased a [redacted] dishwasher which comes with a 1-year limited manufacturer’s warranty; no additional coverage was purchased with Conn’s. We researched Mrs. [redacted] complaint...

and found on 8/1/16, the manufacturer approved Mr. [redacted] for an exchange on his dishwasher due to repair delay. Our records show we no longer carried the same model Mr. [redacted] originally purchased therefore; he was approved an in-store credit for up to $799.97 (which is the original amount paid) to re-select a new dishwasher. We show Mr. [redacted] elected a different [redacted] dishwasher for $699.97 which was delivered and received in good order on 8/5/16. Although Mrs. [redacted] is outside of our Return and Exchange policy period, Conn’s has agreed to issue a refund for the difference as a gesture of goodwill. We have submitted a credit of $108.25 to be processed to Mr. [redacted] account; please allow 7-14 business days for the credit to post. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513 Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  We researched Mr. [redacted]’s complaint and found his issue has been addressed.  Our records indicate Mr. [redacted]’s complaint was escalated with upper management and we agreed to exchange his dryer model ([redacted]). ...

Mr. [redacted] was contacted on 7/26/16 and informed of his approval.  Again, we sincerely apologize to Mr. [redacted] for any inconvenience he experienced during this process.  Mr. [redacted] is scheduled to receive his new dryer on Wednesday (7/27/16).  If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252. Kind regards, Jana [redacted]Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
ATTENTION Revdex.com - Conns did not set up delivery of wedge.  Therefore I cannot ACCEPT their offer.  As requested I called the store to set up delivery of my wedge and spoke with [redacted], Assistant Manager of [redacted] Store. [redacted] does not  have information regarding this matter to assist me.  He said he could not see any information regarding delivery of a wedge and my request has been DENIED. This has been my response since [redacted]. No one at Conn's has been able to take care of this matter. They all say one thing to me and makes no notes on my file for the other Representatives to view and handle this situation. Conn's is also not truthful about damaged wedge when I have a video copy of two of their Reps saying the wedge is damaged. Revdex.com, Conn's wrote a statement to close this complaint but has NOT told you the TRUTH. I  DO NOT want to deal with CONN's ever again. Please have them to refund my money because again they DID NOT do as the letter they wrote to you. I need help in this situation immediately.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 2/12/16, Mrs. [redacted] purchased a Samsung washer and dryer and elected to purchase a 24-month Repair Service Agreement Plan. We researched Mrs. [redacted]’s complaint and found that she...

contacted our service department on 4/04/17 stating that her dryer is making noise and has a whole in the drum. A service appointment was originally scheduled with our 3rd party service provider [redacted] for 4/6/17 however; there was a glitch in their system which caused Mrs. [redacted]’s work order to show the repairs as being completed. Therefore; we setup a new service appointment to have a Conn’s technician assess the dryer on 4/12/17. During the inspection the technician found a new drum assembly is needed to complete the repairs. Mrs. [redacted] has been contacted and made aware that we have rushed the part order to expedite repairs. Once we received the part we will contact Mrs. [redacted] to schedule installation. 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 Customer Service at 1-877-358-1252  Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to Ms. [redacted]’ concerns regarding account [redacted]. Ms. [redacted] stated a payment was processed on her account in error.  She would like the payment refunded as well as NSF fees that were assessed by her financial institution.    A refund in...

the amount of $208.21 was processed on April 24, 2017.  Additionally, we have sent Ms. [redacted] a refund for the NSF fees she incurred in the amount of $166.00.  We ask that Ms. [redacted] please allow 7-10 business days for processing.   Conn’s values Ms. [redacted] as a customer and apologizes for any inconvenience she experienced due to this matter.

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.  
This information provided by the business is inaccurate information and it shows a reflection of the same customer service that we have been dealing with the whole time. We have persistently been contacting the store manager, the delivery manager and corporate customer service and have had to constantly repeat our problem and frustration of our dishwasher and just as I mentioned the first thing was a damaged stove we received also, so you should be able to understand our frustration, not to mention the person who responded to this complaint obviously didn't read the full complaint. The inaccurate information starts when the second dishwasher was delivered it was not a NEW dishwasher it was used! it had water in the water line it had water in the inside of the dishwasher and it smelt like mol water on the inside also the blue plastic film wasn't on the front of the stainless steel both of the delivery drivers noticed this as well and I was refusing it and they called their manager at the delivery dept and told me to make sure and tell him everything and they gave me the phone that day August 4th 2015 when the 2nd USED dishwasher was delivered that was suppose to be new. I told him everything and he told me to keep it and he would handle it and have me a new one delivered by the weekend and that he was very sorry for all of our problems with our stove and dishwasher. Well we never heard back from him and that's when all of this mess started I called him back after a few days past and he wasn't there and I talked to Scott and he was going to call Brian and find out and get back with me and he never did so I called back and talked to Clark and Clark put me on hold and called Brian but he wouldn't answer so Clark apologized and me he would find out and he would get us that dishwasher out by that Thursday and that they would call us with a delivery time well guess what that never happened . So I called the 800 number on the Conns paper we had a filed a complaint and he told me they would be contacting me and guess what they never have! So I decided I was going to the store and that's when Markus the store manager said he was told we was taken care of and he told me he was going to take care of it and call me by Monday and he never called me back so I gave him till Friday and I went back to the store and he wasn't there and I talked to another manager who said he had to set up a service call and which was not what was suppose to be done. We received a 2nd USED dishwasher that doesn't work properly to dry our dishes and leaves a horrible odor on all of the dishes and thy are expecting us to pay NEW RETAIL price plus the EXTENDED warranty we purchased even after we contacted the manufacturer our self who clarified that the dishwasher had a defect with the drying option that they were working to correct and that the Jet Dry has nothing to with making the dishwasher dry the dishes! The tech came out and he basically laughed and said these dishwashers were most of his service calls and that we needed to use Jet Dry and he didn't even know about the dishwasher he wanted to know where our manual was. It was an absolute joke. SO then I went back to the store to see the store manager and Markus was there but he would refuse to come and talk to me and kept sending the salesman out to talk to us and the salesman was so embarrassed by the way we had been treated and had not been taken care of. I refused to leave the store until Markus, the manager came and talked to me himself and in the meantime I called corporate customer service and got a manger and she was just flabbergasted at the way I had been treated with the whole situation and spoke with Markus and then spoke back with me and they were suppose to be getting in touch with Markus's regional manager for him to call me in 3-5 days well this has been about 3 weeks and of course I haven't heard from anyone and everytime I speak to someone they say 3-5 days and you never hear from them so this is why I finally filed the Revdex.com complaint because with all of the almost 1600 Revdex.com complaints they seem to settle with their customers when they file a Revdex.com complaint in which it should never have to go that far they should take care of their customer before it gets that far especially being a brand new store in [redacted].I refuse to pay a 15% restocking fee when I have done everything correctly on my part. I have received a USED faulty dishwasher that they expect me to pay full new price for that doesn't properly work and I have persistently done everything on my part to get this taken care of and reported this problem the day it was delivered when both of the delivery guys were in my house and the same 2 guys came to my house both times!It is so sad that a company will take advantage of people like this and just refuse to make things right. My wife and I both are CUstomer Service managers and work with the public everyday just like I told Markus and this is not how you treat you customers especially a brand new store that just opened!We just want to come in and return this dishwasher and get a different brand that will work properly and dry the dishes and will not be penalized a 15% restocking fee for Conn's lacking of following through to get this taken care of in a timely manner and to be done dealing with this company!
Regards,[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on 4/11/14, Mr. [redacted] purchased the [redacted] Reclining sofa and elected to purchase a 48-month FurnitureGard Plan. We researched Mr. [redacted]’s complaint and found he has contacted our...

service department on five separate occasions dated (3/15/15 until 2/9/16) for repairs regarding his sofa. During Mr. [redacted] lasted service appointment on 2/27/16; the serviceman found the left seat mechanism was not functioning properly and a new mechanism was needed for repair. We show the part was ordered through the manufacturer and shipped to Mr. [redacted]’s residence on 3/3/16 however; Mr. [redacted] contacted service stating both the left and right mechanism needed to be repaired. After further researching Mr. [redacted]’s service needs, Conn’s approved an exchange under the Terms and Condition of the FurnitureGard Plan for up to $989.99 (which is the original amount paid) to re-select. Mr. [redacted] may visit his nearest Conn’s location to initiate his exchange. We sincerely apologize for any inconvenience Mr. [redacted] experienced during this process.   If we may be of further assistance, Mr. [redacted] may contact Customer Service at1-877-358-1252. Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to Ms. [redacted]’s concerns regarding account [redacted] Ms. [redacted] stated she made a payment on her account in October 2016, but it was posted to her daughter’s account in error.  According to our records, a payment was scheduled on October 18,...

2016 and was posted to another account in error. We are in the process of moving that payment to Ms. [redacted]’s account. Once the payment has posted, we will remove the negative credit mark that assessed on the account due to the error. We ask that Ms. [redacted] please allow 7-10 business days for the payment to process. Additionally, we ask that Ms. [redacted] please allow the credit bureaus 30-60 days to update their records.  Please note, Ms. [redacted] will need to resume making payments on the account to avoid additional credit marks from being assessed, as the account is currently past due from October 15, 2016.  Conn’s values Ms. [redacted] as a customer and sincerely apologizes for any inconvenience she has experienced due to this matter.  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,
  I HAVE SIGN A CONTRACT ON DEC 17 2014 WITH ALL THREE ACCOUNTS AND PLUS A NEW PURCHASE ON DEC 17 2014 AND HAD SIGN ALL NECESSARY PAPERS FOR THE NON-INTEREST WAIVERING. AND TO DO THAT SALES PERSON RITA JO TANTA  HAD TO CALL CORP OFFICE AND GET THE MANGER TONY DONSOL TO SIGN IT AND RITA JO TANTA ALSO TO SIGN THE AMOUNT ON CONTRACT WAS 5772.74. I HAD PAID IN JANUARY 27 2015 ON NEW BOOK THAT WAS SENT TO ME I GOT A CALL IN FEB OF 2015 SAYING I NEVER PAID ON THE ACCOUNT 0[redacted]  DUE ON 1ST. BUT NO ONE CALLED IN JAN2015  ON THAT ACCOUNT. WHEN THEY CALL IN FEB. THEY SAID THEY WANT ME TO SIGN ANOTHER CONTRACT WITH INCREASE OF 860.80 BECAUSE THEY DIDNT ADD INTEREST TO THE CONTRACT IN DEC 2014 AND DID NOT FILE THE WAIVERING PAPERS.THEY CALL ME 7 TIMES A DAY ON MY WORK PHONE WHEN IM AT WORK .

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 am grateful they honored the refrigerator agreement of 50% off that was written and that I am ok with. Though the manager did know he was sending me a damaged one because he stated that they had none of those refrigerators and they had a damaged one and some way he found one and it was the damaged one. It was not the delivery men that damaged it like you said. So I have been lied too again. But thank you for honoring that part. And I accept that part of the agreement.Now about the 65" [redacted] television; original bought this on 1/9/15 and the invoice was redone on 1/14/15 because of they messed up the order. The sale person Caleb  [redacted] was a horrible sales person, he kept disappearing on us and didn't have the answers to my questions. I was lied too about having parts for dishwasher & refrigerator and had to go back and I saw they had them instead of saying "oh I am sorry" they redid my invoice and added them on. When I purshase these items I wanted all the large items delivered including the TV because I had nowhere to put it with out the stand that I purchased. When I went to the front they had my tablet, sound bar and the Television waiting for me and I said I didn't want to take the tv right now..and before I knew it they were loading it on my truck...since I was so mad at them about the service I just let it go. IT WAS NOT MY CHOICE TO TAKE THE TV! I felt I was forced to take it and not it makes me think that they knew something was wrong with the tv. I also would of purchsed the extented warranty if I was offered to me. I was not offered this service. Now Conn's customer service was trying to sale me an extented warranty to cover the TV. And I stated it would not cover it because it is a pre-existing condition.. I did not damage this tv..it worked for almost 2 weeks and then lines showed up. I beleive this was cracked during the making of this tv because it was so small I couldn't even see it. If it worked at factory then they would of just boxed up and sent it on its way to consumers. The ** repair man when I asked him if he thought it could of been done there while being made he said yes it looks and seems like it could of been and he thought ** would cover this..he was just as surprised as I was that they did not unless I have an extended warranty.. So he stated that the place I purchased it from should exchange for us. And at my surprise I have been calling and leaving messages have records of dates and times with no return calls or messages. And once they called me at 6am and no message left!! I just want my TV repaired or exchanged.. I did nothing to this tv it was like this when I purchased it, I truly beleive in good customer service that Conn's as a new company here in [redacted] would take care of me and I am still fighting to get this resolve. I am not going away if I have to post to social media, TV stations and what ever I need to do I will. My last step is taking Conn's to court over something so simple that could be fixed. I am paying $1299.00 for something that does not work and it is a faulty screen. I did not do this, I would be willing to take a lie detector test over this I just do not feel this is good business practice to treat your buyers this way. I am not a bad person just want something I purchased to work and I feel it shouldn't be so hard and such a headache that clearly it was damaged already. Please help me make this right. Someone at Conn's has to be able to help me with this.
Regards,
[redacted]