Conn's Home Plus

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 10/04/14, Mrs. [redacted] purchased the Franklin
Trent lift recliner with a 48-month FurnitureGard Plan and delivery totaling
$1204.17.
We received Mrs. [redacted]’ complaint and found the Franklin...

Trent
lift recliner she purchased was priced and retails for $899.99. We contacted
Conn’s located in Jackson, MS where Mrs. [redacted] made her purchased and
confirmed with the store manager that the recliner Mrs. [redacted] is requesting
to price match is a different model recliner than what she purchased. Mrs.
[redacted] was educated at the time of purchase that we could not price match a
different model and if she would like to select another model, she would be
responsible for any difference in price. Mrs. [redacted] was provided a copy of
her retail contract as well as a copy of her invoice which provides the model
number and price of the recliner she purchased.
At this time we are unable to honor Mrs. [redacted]’ request; no
further credit is due at this time.
If we may be of further assistance, Mrs. [redacted] contact us at [redacted]
 
Kind regards,
 
[redacted]

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]

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 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]’ 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 again for the opportunity to respond to Ms. [redacted]'s concerns regarding her account.  After further review, Conn's has agreed to credit Ms. [redacted]'s account $139.79, honor the "cash-option" and close the account.  We ask that Ms. [redacted] please allow 10-14 business days for processing.Conn's values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
From: [redacted] [mailto:[redacted]]
Sent: Wednesday, [redacted]
To: drteam
Subject: Re: Conns [redacted]
 
totally not true I was never informed of the any 15% restocking fee and the 24 hr returned policy I even asked for a reselection nothing is resolved I will like a refund of my 300.00 thank you
 
 
Regards,

Thank you for the opportunity to respond to Ms. [redacted]’s concerns regarding account [redacted].  Ms. [redacted] stated she requested a payment to be postdated for August 4, 2016 but the payment was processed on July 28, 2016 causing her to assess overdraft fees.   Conn’s will be happy to...

research the matter further; however, Ms. [redacted] will need to provide a full running bank statement for review.  She may fax her bank statement to our customer accounting department at 877-404-2434.  We ask that Ms. [redacted] please put her Conn’s account number on the fax for faster processing.    Although Conn’s would prefer to keep the lines of communication open, we have placed a cease communications on the telephone numbers associated with Ms. [redacted]s accounts.    Conn’s values Ms. [redacted] as a customer and apologizes for any inconvenience she may have experienced due to this matter.

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  Our records show on 11/14/14, Mr. [redacted] purchased (2) [redacted] phones that came with a limited 1-year manufacturer warranty; no additional RSA coverage was purchased through Conn’s.  We researched Mr....

[redacted]’s complaint and found he contacted us on 11/03/15 and11/13/15 regarding one of his of the [redacted] phones requesting service.  During the conversation Mr. [redacted] informed the Conn’s representative the phone was damaged; Mr. [redacted] was informed no accidental coverage was purchased through Conn’s to cover the physical damage and manufacturer warranty does not cover physical damages.  If we may be of further assistance, Mr. [redacted] may contact our Customer Service department at 1-877-358-1252 Kind regards,  Jana [redacted]

Thank you for the opportunity to respond to [redacted]’
complaint. Our records show on 5/25/14, [redacted] purchased a [redacted] freezer with a 1-year limited manufacturer’s warranty. [redacted]
was scheduled and received in freezer on 5/26/14 in good order.
 
We...

received [redacted]’ complaint and found she contacted our
service department on four separate occasions stating her freezer was not
freezing.
·        
On 6/16/14- [redacted] called for service; a service appointment was scheduled with a Conn’s
technician. The technician found the unit had frost buildup that was not
allowing correct air flow. The technician replaced the control board and tested
unit; unit tested ok
·        
On 7/7/14- [redacted]
called for service; a service appointment was scheduled by the manufacture with
a 3rd party technician; the technician found the unit was not
regulating temperature and replaced the control board again; unit tested ok
·        
On 8/4/14- [redacted]
called for service; another Conn’s technician was scheduled for service. The
technician found the thermistor and control board needed to be replaced again.
The technician notified the manufacture this was the third time the control
board needed to be replaced however; he was advised to continue with repairs
and replaced the control board and therimstor.
·        
On 10/13/14-[redacted] called for service; a service appointment was scheduled by the
manufacture with a 3rd party technician on 10/15/14; the technician
has not updated the report on the freezer.
 
On 10/20/14, Conn’s submitted a request to the manufacture for a
possible exchange due to excessive repairs. Although we are still
waiting on a response from the manufacture, Conn’s has agreed to expedite the
process an issue an exchange on the freezer; [redacted]’ new freezer is
scheduled for delivery on 10/25/14. At this time we unable to honor [redacted] request due to the manufacturer’s warranty does not cover the cost of
food lost however; as a gesture of goodwill Conn’s has agreed to issue a credit
to her account for $75 for the delay. We sincerely apologize for any
inconvenience [redacted] experienced as a result of service delay. 
 
 
If
we may be of further assistance, [redacted] may contact us at [redacted].
 
 
[redacted]

Thank you for the opportunity to
respond to [redacted]’s complaint. Our records show on [redacted], [redacted] purchased the [redacted]
[redacted] Queen Bedroom set which consisted of seven pieces (headboard, footboard,
rails, dresser, two nightstands and mirror) and the [redacted]...

King
Bedroom set which consisted of eight pieces (headboard, footboard, rails,
dresser, two nightstands, chest and mirror). [redacted]’s delivery was
scheduled on [redacted]; all items were received except for the two [redacted]
nightstands and King [redacted] footboard due to the item not being available
for immediate delivery.
After further review and
research of [redacted]’s complaint, Conn’s agreed to exchange her complete
[redacted] King Bedroom set due to the footboard currently being on backorder
with the manufacture. We did receive both of [redacted]’s nightstands and
scheduled her for delivery on [redacted]. Our records show [redacted] re-selected
the [redacted] King Bedroom set which was delivered and received
on good order on [redacted]. As a gesture of goodwill, we submitted a $[redacted] gift
card to be mailed to [redacted]’s residence for her inconvenience; please
allow 7-10 business days to receive ([redacted] tracking number [redacted]).
We sincerely apologize for any inconvenience [redacted] experienced during
this process.
 
 
If we may be of
further assistance, [redacted] may contact customer service at [redacted].
 
 
Sincerely,
 
[redacted]








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Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding accounts [redacted]9030 and [redacted]9031. Mr. [redacted] stated he is being charged for a computer that he returned.    According to our records, Mr. [redacted] signed a 32-month retail installment contract on...

August 6, 2016. That contract created account [redacted]9030 and included an [redacted] Laptop and a pair of Beats headphones.  On August 19, 2016, Mr. [redacted] signed a 36-month retail installment contract.  That contract created account [redacted]9031 and included a king head board, foot board, rails, chest, two night stands deliver fee and a 36-month repair service agreement.  This contract also included the remaining balance from account [redacted]9030.    On January 27, 2017, Mr. [redacted] received an invoice credit in the amount of $2134.99 for the price of the laptop.  The invoice credit will reduce the payoff amount owed; however, it will not reduce the minimum monthly payment.    Mr. [redacted]’s current account balance is $3427.14. We have included a copy of his payment history for his records.   Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.

Thank you for the
opportunity to respond to Mr. P[redacted] complaint. Our records show on 4/23/15 Mr. P[redacted]...

purchases a ** 55” 3D Smart TV and a
[redacted] sound bar both with a 1-year limited manufacturer’s warranty. Mr. P[redacted]
elected to take his products from Conn’s located in Lubbock, TX the same day.
Mr. P[redacted] signed his invoice acknowledging he received his products in good
order and that he received a copy of Conn’s Return/Exchange Policy.  A copy of this policy is displayed in the
store, handed to each customer at the time of purchase, available upon request
and can also be found on our website.
 
We reviewed Mr. P[redacted]
complaint and found he contacted our service department on 4/27/15 stating his television makes a popping sound and
shuts off. Mr. P[redacted] service appointment was scheduled through the
manufacturer for 5/4/15 however; the technician
reported Mr. P[redacted] refused service stating he would return the television to the
store for a refund. Our records show on 5/22/15, Mr. P[redacted] returned his television to the store and paid the
required 15% restocking fee of $375.00 as listed on Conn’s Return and Exchange
Policy. Mr. P[redacted] was issued a refund of $2331.24 to his [redacted].
 
After receiving Mr. P[redacted]
complaint we confirmed there was no problem found with the television that was
returned therefore we are unable to honor Mr. P[redacted] request to refund the 15%
restocking fee.
 
We have included a copy
of Mr. P[redacted] signed invoice with our response.
 
If we may be of further
assistance, Mr. P[redacted] may contact Customer Service at 1-877-358-1252.
 
 
Kind regards,
 
Dyeisha W[redacted]

Thank you for the opportunity to respond [redacted] complaint.
Our records show on 12/07/14; [redacted] purchased the [redacted]
furniture set which consist of three pieces (sofa, loveseat and recliner) all
with a 48-month FurnitureGard Plan and received delivery on...

12/13/14.
 
On 1/23/14, we contacted [redacted] to discuss his concerns;
during conversation [redacted] stated he is willing to keep the recliner
however he wanted an exchange on the sofa and loveseat. [redacted] also stated
that he was supposed to receive a partial credit to his account for the
recliner. Conn’s has agreed to honor his request to exchange the sofa and
loveseat. At [redacted] request, his delivery is scheduled for Sunday
1/25/15; a representative from our delivery team will contact him the morning
of delivery with an estimated time of arrival. Our records show on 1/01/15, a
credit was processed to [redacted] account in the amount of $139.99 as
agreed. We sincerely apologize for any inconvenience [redacted] experienced as
a result of delay.
 
If we may be of further assistance, [redacted] may contact us directly
at [redacted].
 
 
[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on 3/11/17, Mr. [redacted] purchased a [redacted] Bundle and elected to purchase a 25-month Repair Service Agreement Plan. We contacted Mr. [redacted] on 3/22/17 and have addressed...

his concerns. We appreciate Mr. [redacted] for bringing this matter to our attention and we sincerely apologize for any inconvenience experienced during this process. 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 Ms. [redacted] complaint.  Our records show on4/30/15, Ms. [redacted]
purchased a Sharp 65”TV with a limited 1-year manufacturer warranty; no
additional RSA coverage was purchase through Conn’s on her television. 
We have reviewed...

Ms.
[redacted] complaint and found she contacted us on 7/13/15 stating her
television would not connect to the internet. 
A service call was set-up however Ms. [redacted] was not satisfied with
the repair date therefore the service order was canceled.  Ms. [redacted] contacted us again on 7/24/15;
a service technician went out on 8/1/15 and found the television needed a new
WiFi board.  Ms. [redacted] refused
service and requested an exchange. (See attached) Ms. [redacted] was reminded
that her purchase exceeded our 30 day Return and Exchange period therefore we
could not honor her request. To better assist Ms. [redacted] we will be glad to
continue with the repair which is scheduled for 8/15/15 upon her last request.
Kind regards,
Kathryn [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s additional. As mentioned in our previous response, based on the serviceman’s report and photos provided before and after installation our furniture coordinator determined the furniture displays normal perception. We show during a follow-up call, Mrs. [redacted] did state that she was not satisfied the repairs however; based on the photos and inspection report the furniture is up to manufacturer’s specifications. Again, as of 12/21/16 Mrs. [redacted] no longer has coverage on her furniture to review other options; no further action is required by Conn’s.  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 Mrs. [redacted]’s complaint. We reached out to our marketing department and were able to confirm that Conn’s did not have a promotional offer for any [redacted] Blu-ray players for $67.88. We also contacted the store manager in our Katy, TX location who stated...

that there were no advertisements for [redacted] Blu-ray players retailed at $67.88. Although we are unable to honor Mrs. [redacted]’s request, if she is able to provide supporting documents we will be happy to look further into this matter.  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 [redacted] complaint. Our records show on 1/01/15,
[redacted] purchased a [redacted] dishwasher with a 36-month Repair Service
Agreement Plan. [redacted] dishwasher was delivered and installed by Conn’s
delivery team on 1/02/15.
 
After...

further review and
research regarding [redacted] complaint we found she contacted our Service
Department on 4/23/15 stating the dishwasher was leaving her dishes dirty and
was not drying. A service appointment was scheduled on 5/1/15; during
inspection the technician was unable to find a mechanical failure with the dishwasher
and reported the unit was up to manufacturer’s specification. We researched the
model number associated with [redacted] dishwasher and found based on the manufacture;
the dishwasher does have the capability to dry dishes as mentioned by the sales
representative. As listed on the manufacturer’s website, [redacted] dishwashers
are energy efficient units which do not have a conventional drying heater.
However; the dishwasher uses condensation dry technology that uses ambient heat
inside of the washer from the hot water, along with air flow, to dry dishes. According
to the owner’s manual some reasons the dishwasher might not dry dishes may
result from not using a rinse aid or the temperature of the water is too low.
[redacted] may visit the manufacturer’s website at [redacted] or the owner’s manual she received at the time of purchase for
troubleshooting step to help ensure proper drying performance.
 
We have no records
showing [redacted] contacted us regarding any issues she was experiencing with
her dishwasher prior to receiving her complaint. As of 2/2/15, [redacted] has
exceeded the 30-day time frame to return or exchange her dishwasher. At this
time we are unable to honor [redacted] request; based on the technician’s
report the dishwasher is working to manufacturer’s specification.
 
 
If we may be of further
assistance, [redacted] may contact Customer Service at [redacted]
 
 
Kind regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.