Conn's Home Plus

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.

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 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]

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 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 [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 [redacted] concerns regarding her account.  [redacted] stated she applied for credit;
however, the application was approved for less than the amount she needed to
purchase all the items she intended to purchase.  She stated she was going to...

pay off an
account and come back for the additional items. 
 
According to
our records, [redacted] signed a 30-month retail installment contract on June28,
2015.  This contract included the balance
from [redacted] previous account.  When an
account payoff balance exceeds $500.00, that balance is required to be added on
to the new retail installment contract. 
The net pay-off balance of [redacted] previous account was $1949.50, therefore,
the balance was added on to [redacted] new account in order to qualify for
credit. 
 
[redacted] also
stated she was supposed to have the 12-month cash-option, but her account was
not set up to include the cash-option.  The
product purchased did not qualify for the 12-month no-interest promotion (“Cash-option”)..  Additionally, since account [redacted] was not
originally a “Cash-option” account, account [redacted] would not have qualified
for the “Cash-option.”
 
We are unable
to honor [redacted] request to remove the interest from the account.  We have attached a copy of [redacted] signed
retail installment contract for account [redacted] for her records. 
 
We value [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 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.

[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.

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]

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 [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 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 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 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 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 Mrs. [redacted]s concerns regarding account
#[redacted].  Mrs. [redacted] stated she
returned her laptop and paid the 10% restocking fee; however, her account did
not close.
According to
our records, Mrs. [redacted] did return the laptop and...

pay the 10% restocking
fee.  Due to a processing error the account
remained opened.  We have corrected the
error and the account will close within 7-10 business days. 
Mrs. [redacted]
has not received any credit marks due to the delay in the account closing and
she will receive a close out letter within 30 days of the account closing.
We value Mrs.
[redacted] as a customer and sincerely apologize for any inconvenience she may
have experienced due to this matter. Thank you,Cheryle S[redacted]

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.

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 again for the opportunity to respond to Ms. Lipford's concerns regarding her account.  As stated in our previous response due to the contract terms being different on each account and account [redacted]7431 being an active “cash-option” account, we are unable to honor her request to combine the accounts at this time. We have included copies of Ms. Lipford’s signed retail installment contracts for her records. Conn's respectfully disagrees that Ms. Lipford has been penalized as she accepted the terms of her contracts at the times of purchase.Conn's values Ms. Lipford as a customer and appreciates her for bringing her concerns to our attention.