Conn's Home Plus

Thank you for the opportunity to respond to Mr. [redacted]
complaint.  Our records show on11/01/14, Mr. [redacted]
purchased a...

[redacted] Dual reclining furniture set which consisted of six
pieces; sofa, console, (2) recliners, left side front recliner, and right side
front recliner with a 48-month [redacted] Plan on all six pieces.  Mr.
[redacted] elected to have his furniture delivered. 
 
Mr. [redacted] was scheduled for delivery and received his two
recliners on 11/02/14 in good order; however during delivery Mr.
[redacted] refused the additional furniture pieces because he found the
furniture pieces were damaged.  Mr. [redacted] delivery was rescheduled
for the remaining furniture pieces.  On 11/04/14, Mr. [redacted] received his furniture console in good order;
however he refused delivery on the   Mr. [redacted] received his
console furniture piece left side front recliner, right side front recliner,
and sofa due do damages.  Mr. [redacted] received his sofa on11/09/14 in good order and due to damages on the left side front
recliner and right side front recliner he refused delivery and delivery was
rescheduled. 
 
After researching Mr. [redacted] complaint we found multiple
attempts were made to delivery Mr. [redacted] his left and right recliners;
however after many failed attempts the furniture pieces were no longer available
on back order.  As of 12/09/14, Mr. [redacted]
delivery has been completed.  We attempted to contact Mr. [redacted] on 12/16/14 regarding his last delivery, but we were unsuccessful. 
We sincerely apologize to Mr. [redacted] for the experience and any
inconvenience that has been caused as a result of delay. 
 
If we may be of further assistance, Mr. [redacted] may contact our
Customer Service Department at1-877-358-1252.
 
 
Kind regards,
 
 
[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.  The technician came back out on Tuesday and replaced the part and so the next day I went and bought groceries since we had to throw away everything because it was spoiling and the refrigerator still isn't cooling  we have it one the lowest setting of 33 degrees and it's still not cold. I called back on Friday June 24, 2016 and told the repair dept this and he said he was escalating this to a manager as an emergency and still no response or technician. Now I'm thinking we need our refrigerator replaced.  They have 30 days from our initial call to get our refrigerator fixed. Plus I believe we need a new food claim form seeing as the food I just bought is about to spoil. 
Regards,[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,
Conn's has continued to refuse to honor their word of their managers, and customer support agents and will not do what they said they will do. At this point I am not sure what else I can do. They are not reporting true information to the credit companies as it is IMPOSSIBLE to be 30 days late on any of the payments I made, especially the February's payment, when it was made March 5th. That is NOT 30 days late.  I have attached the payment history and the pages from my credit report and when they were pulled.  Kind Regards,  [redacted]

Thank you for
the opportunity to respond to [redacted]. [redacted]’s concerns regarding account
#[redacted].  [redacted]. [redacted] stated she made a
payment in the amount of $[redacted].00 on her account and the next day a draft in
the amount of [redacted].00 was debited from her bank account.
 
According to
our...

records, we received [redacted]. [redacted]’s payment in the amount of $[redacted].00 in cash
paid at store **.  We do not show that a
payment of $[redacted].00 was debited from her checking account the next day.  We have provided a copy of [redacted]. [redacted]’s
payment history for her records. 
 
If [redacted]. [redacted]
believes this is an error, she will need to fax a full running bank statement
for us to research the payment further. 
[redacted]. [redacted] can fax that bank statement to [redacted] for further
review. 
 
We value [redacted].
[redacted] as a customer and appreciate her bringing her concerns to our
attention.  Thank you,[redacted]

We sincerely apologize to Mrs. [redacted] for the experience
regarding the delay.  We confirmed Mrs.
[redacted]s check was mailed via [redacted] on 12/23/14 tracking # [redacted].
 If we may be of further assistance, Mrs. [redacted] may contact
Customer Service Department 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.   As long as everything is taken care of before sat because the sale for the set I already chose changes then also I never received stacking kit I paid for so I expect to receive the money back or stack kit or a [redacted] stack kit included in

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending iti do accept Conns response but I am asking if they can mail me out the payoff letter as soon as they can. Like I said my payment was made over 30days ago and their customer service reps NEVER mention anything about the settlement being voided If they did we wouldn't be in this situation. My credit is on the line because you didn't properly advice me about the Void . Please send me my pay off letter that is all I ask . 
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.

line-height:115%;font-family:"Cambria","serif";mso-ascii-theme-font:major-latin;...⇄ /> mso-fareast-font-family:Calibri;mso-fareast-theme-font:minor-latin;
mso-hansi-theme-font:major-latin;mso-bidi-font-family:"Times New Roman";
mso-bidi-theme-font:minor-bidi">Thank you for the opportunity to respond to
Mr. [redacted] complaint regarding a purchase under the name Socorro
[redacted].  Our records show on 11/22/14, Mrs.
[redacted] purchased a [redacted] 3D Blu-Ray HTIB with a (36-month Repair Service
Agreement).  We spoke with Mrs. [redacted] on 4/29/15 and her concerns have been addressed
and resolved.  Mrs. [redacted] will visit her nearest Conn’s location on 4/30/15.  We sincerely
apologize to Mr. [redacted] and Mrs. [redacted] for the experience and any
inconvenience that has been caused regarding this matter.
 
If we may be of further assistance, Mr.
[redacted] may contact our Customer Service Department at 1-877-358-1252.
     


 
Kind regards,
[redacted]








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Thank you again for the opportunity to respond to Mrs. [redacted].  We record all of our calls for quality assurance.  We reviewed the recorded call from December 10, 2014 and confirmed Mrs. [redacted] was given a payoff quote of $2319.27.  These calls are for internal use only and cannot be released to the customer.  Again,  we value Mrs. [redacted] as a customer and appreciate her bringing her concerns 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.  
Conn's was told to cancel the other payment. The payoff was made for the 20th not the 22nd. They would not cancel it on thier own, yes I am aware of this. That is why I asked them to cancel the payment. The whole point of paying off early was to save money on the fees. All they did was keep an additional $11 over what what stated on the payoff and cost me fees in overages. As I said before they are responsible for the extra fees I incured due to thier sneaky practices. It does not take 3 days for a computer to realize that there is a zero balance on an account. They state a payoff even on thier form and they did not even honor it. Otherwise I would have gotten the entire 288 back instead of the 277 which they finally sent me a month late.
Regards,[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.  
[redacted]I was not informed this before the transaction. I was told completely something different in the store. Fix the situation. It is NOT  my fault that I was not made aware of this because I was told different. A contract does NOT disclose that I will have to pay for 2 accounts. I went to [redacted] and asked how they do there financing and even they said that wasn't right to treat there customers. I will do EVERYTHING I can to show customers my personal account information to show them how you run your business. Websites, [redacted], [redacted], and a [redacted] showing everything and I will make a auto bot that tags everyone in [redacted], [redacted], [redacted] and EVERYTHING I can because of yalls lack of information to disclose to customers. I will do EVERYTHING in my power to hold this grudge to make it last as long as I can to do what I can and make it public. How does smashing a television in front of the store to show customers my hatred toward your customer service. I will do it.
Regards,

[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.  
Still watching my credit reports to see make sure the balance shows nothing and no late or missed payments. Checking credit karma every week and counting down to the 30 day mark where I will be disputing any charges or anything negative. I no longer trust this company and recommended this company to no one. This was the first and the last time I will ever purchase anything from Conn's.

Thank you for the opportunity to respond to [redacted] complaint. Our records show on 3/21/16, **. [redacted] purchased the [redacted] living room furniture which consist of three pieces (sofa, loveseat and recliner), [redacted] Trayer TV console and fireplace, a [redacted] 55” Smart TV and...

received a free 32” [redacted] TV with his qualified purchase. [redacted] delivery was scheduled for 3/26/16 however; upon confirming delivery time **. [redacted] informed the delivery team that the address was incorrect. **. [redacted] was made aware he would need to return to the store to provide the correct address and sign a new contract. **. [redacted] returned to the store on 3/28/16 to correct his information and was re-scheduled for delivery on 4/2/16. Upon delivery, the living room furniture and 32” TV was signed acknowledging the items were received in good order. However; the TV console and fireplace were reported damaged and **. [redacted] stated the 55” TV was the incorrect model purchased. We confirmed **. [redacted] refused the TV, console and fireplace which were returned to the warehouse. The sales representative cancelled the items from his invoice and a credit of $3367.19 was applied to his account.   After reviewing [redacted] complaint we have no records showing he contacted our service department regarding any issues with his furniture since the items were delivered on 4/2/16. **. [redacted] requested to have his furniture picked up and was made aware the furniture would be returned and processed as a voluntary repossession. We verified **. [redacted] agreed to the Terms and Condition of the voluntary repossession and his furniture was picked up by Conn’s delivery team on 6/10/16. Although **. [redacted] returned his furniture as a voluntary repossession; he is still be responsible for any residual balance. If we may be of further assistance, **. [redacted] may contact us at 1-866-765-1513 Kind regards, Dyeisha [redacted]Customer Relations

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 3/13/13, Mr. [redacted] was approved for an exchange
on his furniture and reselected the Albany Winston sectional set which
consisted of two pieces (right arm and left arm sofa) with a 48-month...

Repair
Service Agreement Plan.
 
We received Mrs. [redacted] complaint and found she contacted the
service department on 9/30/14 stating the seat cushions was cracking on the
left arm of the sectional. A service appointment was scheduled for 10/18/14;
upon inspection the serviceman found the seat cushion cover was cracking in
several areas and submitted information for review. A Conn’s furniture claims
representative contacted Mr. [redacted] on 10/27/14 and informed him that based
on the serviceman’s finding and photos, cracking and peeling of the material is
not covered under the Terms and Conditions of the FurnitureGard Plan. Please
refer to your Terms and Condition Number
(15) What Is Not Covered; Letter (M); cracking
or peeling of the leather topcoat or finish (except where cracking or peeling
to the leather topcoat has occurred despite application by You of leather
maintenance products as recommended that fails to perform as intended.
 
Although the
reported damages are not covered by the FurnitureGard Plan, as a gesture of
goodwill Conn’s has agreed to order replacement cushions and ship the material
to Mrs. [redacted] resident to complete installation. We sincerely apologize for
any inconvenience Mr. and Mrs. [redacted] experienced during this process.  
 
 
If we may be of further assistance, Mrs. [redacted] may contact us at
1-877-358-1252.
 
 
[redacted]

Thank you for the opportunity to respond to Mrs. S[redacted]’s
complaint.  We researched Mrs. S[redacted] complaint and found her issue has
been escalated to upper management for further review.  After reviewing
the ph[redacted]s provided Conn’s agreed to honor Mrs. S[redacted] request to exchange...

her
mattress; she was issued a credit up to the original amount paid which was
$699.99.  Mrs. [redacted] will need to visit her nearest Conn’s location to
initiate her exchange and schedule delivery. 
 
In regards to Mrs. S[redacted] sofa we show her last service call was
placed on 3/31/15; stating she had a snag in the leather.  A
service call was scheduled for4/22/15; during the inspection the serviceman found the
sofa had a tear on the left sectional seat cushion.  Mrs. [redacted] had the
part available to be installed from a previous service order; however the
serviceman was not able to install same day due to additional time was needed
to complete repair.  Our records show Mrs. S[redacted] service was completed on 5/21/15; the serviceman installed a new seat core and cover. 
 
At this time Mrs. S[redacted] sofa does not meet the qualifications for
an exchange under the Terms and Conditions of the manufacturer warranty or the
Furnituregard Plan.  If Mrs. [redacted] is in need of service on her remaining
furniture pieces she may contact our service department at 1-855-266-6349 to schedule an appointment.
 
If we may be of further
assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252.
 
 
Kind regards,
 
Jana A[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. On 9/11/15, we spoke to Mrs. [redacted] and their issue has been addressed. Mrs. [redacted] is aware they would need to return the chair to their local Conn’s to initiate the refund to Mr. [redacted]’s GE account. We sincerely apologize for...

any inconvenience Mr. and Mrs. [redacted] experienced during this process. If we may be of further assistance, Mr. [redacted] may contact Customer Service at [redacted].Kind regards,Dyeisha W[redacted]Customer Relations

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. We contacted the store manager where Mrs. [redacted] made her purchase and was advised that the refrigerator was mis-tagged and had two price tags by the unit; one belonging to a ** French door refrigerator for $2099 that Mrs. [redacted] original...

wanted to purchase and the other belonging to a ** Side-by–Side for $1084 that was purchased on her invoice. Prior to delivery, Mrs. [redacted] was contacted and informed that she was scheduled to receive the ** side-by-side refrigerator that is listed on her invoice and contract; however the ** French door refrigerator she was interested in purchasing was a difference in price. Mrs. [redacted] was advised that we are unable to honor the price of the French door refrigerator but she could return to the store to re-select a different refrigerator for equal or lesser value. Our records show on 9/10/15, Mrs. [redacted]’s invoice was completely cancelled and no account was created with Conn’s. Although we are unable to honor the price of the French door refrigerator, Conn’s has agreed to offer 50% off the difference in price of the French door refrigerator Mrs. [redacted] was originally interested in purchasing. We have verified that the ** French door refrigerator is still available if Mrs. [redacted] wishes to make a new purchase. We sincerely apologize for any inconvenience Mrs. [redacted] experienced as a result of the miscommunication.  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

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. Our records show we mailed Mrs. [redacted]’s $100 gift card to her residence twice via certified mail in (October 2015 and November 2015). However; the gift cards were returned to Conn’s due to no one was available at the time of delivery. We will re-issue Mrs. [redacted] another gift card and mail it to the address provided in her complaint; we ask to please allow 7-10 business days to receive. We sincerely apologize for any inconvenience Mrs. [redacted] experienced during this process. If we may be of further assistance, Mrs. [redacted] may contact us Customer Service at 1-877-358-1252.  Kind regards, Dyeisha [redacted]

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding account
[redacted].  Ms. [redacted] stated she
scheduled a payment on August 5, 2015 in the amount of $107.23, but there was
and additional payment in the amount of $107.23 that posted on August 13, 2015
as...

well.
According to
our records, Ms. [redacted] scheduled a payment in the amount of $107.23 on August
1, 2015 to post to her account on August 5, 2015.  Additionally, Ms. [redacted] scheduled an additional
payment on August 12, 2015 to post on that date.  We have attached a copy of Ms. [redacted]’s
payment confirmations for her records. 
Conn’s as of
September 16, 2015 the check refund request was processed.  We will overnight the check via [redacted] to Ms.
[redacted] once it has been completed. 
We value Ms.
[redacted] as a customer and 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 have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]you're company back dated the contract. ..and today I received 10 phone calls,a voice mail. .and you call that normal business practice. ..I did not ask for a date change you did that yourself. ..I did not sign a contract on July 14th as a matter of fact I exchanged the old one for a new one on the 4th of July. .your customer service at [redacted] refused to write it that day. ..that's why it took me till October to get one written. .so you are incorrect on several items you claim to know about. ..quit stalling and honor what you're [redacted] store should have done in the first place. .waiting to hear from you
Regards,