Conn's Home Plus

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]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Ms. [redacted]’s concerns. We have a more than 120-year history of quality customer service and satisfaction, and I would not want anything to impair that record. As a reminder, Ms. [redacted] may contact Conn’s regarding questions...

by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.  Ms. [redacted] has stated in the complaint: 1) that her beds broke within a week of purchase; 2) she was informed that she needed bunkie boards but have not been able to get assistance; and  3) she continues to have issues with the unit.   Our investigation reveals that: 1) we issued an even exchange on both bed rails and; 2) we informed Ms. [redacted] that bunkie boards could be added for additional support but they are not included with her purchase; and 3) the unit has been repaired as listed under the Terms and Conditions of the Warranty.   Our records show 6/5/16, Ms. [redacted] elected to purchase two separate [redacted] full bedroom sets which include the headboard, footboard, rails, dresser and mirror. Ms. [redacted] elected to purchase a 36-month FurnitureGard Plan on her bedroom furniture.    We researched Ms. [redacted]’s service history and found that she contacted our Service Department on 6/7/16 stating the rails and slates are broke on both bed sets. A service appointment was scheduled for 6/10/16.   During the inspection, the serviceman found the slats were broken in the center and notated the units did not have a box spring or bunkie boards for support. The serviceman reported that he was able to add lumber to repair the center support leg, but the rails were broken beyond repair. The serviceman notated that he advised Ms. [redacted] to add bunkie boards to the beds for additional support. However, Ms. [redacted] was informed that we are unable to provide additional support for the units as it is not covered under warranty.   We show Ms. [redacted] was approved for an even exchange on both rails which were re-delivered and assembled on 6/16/16. Our records show Ms. [redacted] contacted service again on 6/27/16 stating one of the bedroom rails and slate broke again. A service appointment was scheduled for 6/30/16 in which the serviceman found the rails and slates broken. Ms. [redacted] was advised that we will issue an exchange on the rails and footboard as a gesture of goodwill but was advised again to add additional support. Ms. [redacted] new rails and footboard was delivered and installed on 7/14/16.   Our records show Ms. [redacted] contacted our Service Department again on 4/10/17 stating the rails broke again on one of the bedroom sets. A service appointment was scheduled for 4/14/17.  During the appointment, the serviceman found that the right inside rail broke apart and the left inside rail pulled apart from the brads beyond repair. The serviceman notated that the rails will continue to break without the support of a box spring or bunkie boards. Ms. [redacted] was notified that her rails were approved for an exchange under the Terms and Conditions of the FurnitureGard Plan purchased as a one-time exchange. Ms. [redacted] new rails were delivered on 4/19/17.   Since the new rails were delivered, Ms. [redacted] contacted us on 4/29/17 stating the rails broke near the headrest. We scheduled an appointment for 5/3/17 in which the serviceman found the top bed slate broke in half. The serviceman added support wood and screws to complete the repairs but again suggested adding bunkie boards to give additional support.  Ms. [redacted] has been advised on several occasions that she will need to add bunkie boards for additional support to avoid this issue.   Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.

Thank you once more for the opportunity to respond to [redacted]'s concerns regarding her accounts.  The interest recalculation has been completed.  [redacted] will receive a refund of $107.67 within 7-10 business days.   Thank you, [redacted]

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]

Roman","serif";
mso-fareast-font-family:"Times New Roman"">Thank you for the opportunity to
respond to Mrs. [redacted] complaint.  Our records show on 4/23/15, Mrs. [redacted] purchased a Jackson
(Everest) furniture set which consisted of three pieces (armless sofa, left
front sectional, and right front chaise) with a limited 1-year manufacturer
warranty. 
 
After researching Mrs. [redacted]
complaint we cannot confirm what was said during Mrs. [redacted] visit
at the store, the pieces selected specifically state the designated
position.  The product is not interchangeable, but can be customized to
meet the consumer needs.  However, we show that Mrs. [redacted] contacted
us on the date of delivery with her concerns. Therefore, Conn's has agreed to
honor her request for an exchange.  Mrs. [redacted] has been issued a
credit up to the original amount paid which was $2,674.97 to select a new
furniture set.  Mrs. [redacted] may visit her nearest Conn’s location to
initiate the exchange and schedule delivery. 
         
If we may be of further
assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252.
    


 
Kind regards,
 
 
Kathryn [redacted]










5/22/2015






Complaint

My husband and I bought a brand new [redacted] 70 inch 4k television from Conns on March 4, 2015 and after about 2 weeks of having it, it started acting up. We tried plugging the cords to different outlets as well as moving all of the aords around before we called Conns to let them know about the issue....

I called Conns to tell them about the issue and they sent out a technician 2 days later. The guy came and looked at the television and said the mother board needed to be replaced. The technician was very nice and my issue is not with him, but I feel like this television being brand new, we should not have to have it fixed. we should be able to exchange the television for a new one. If the television is already having problems then more than likely it will keep going out. Conns will not let us exchange the television what so ever. I feel like every time I call to complain or talk to a manager I am given then run around and I am talked to like I am stupid. My husband and I am very big fans of the store and have made many many many purchases from them. If we are sold a defective product we should be able to exchange the products especially seeing we spent $3000 on the television. I feel like we are being treated unfairly. I am to my wits end with Conns and have no idea what can be done. I am told that the television needs to be fixed and it has to malfunction again with the SAME problem in order for us to exchange the product. I feel like if they come and take the television apart to change the mother board out they could cause further damage to the television. If that were to happen I am sure they would say we did it. I am not a happy customer at all!!!







Desired Resolution

I want to be able to exchange my television for a new one or a different brand of television. I want something close to what I have paid for it even if it is a little less and/or a different television all together.

Consumer Business Dialog

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.  Again, the statements made are not accurate or truthful  I certainly provided my address and once again, I have active accounts with them at a newer address.  Simply due diligence on their part would have revealed that to them.  Today is 8/15/16. I still have not received the insurance reimbursement.  I received the Warranty refund on 8/6/16, days after filing the complaint  it was postmarked 8/2/16.  Conn's had made some sort of error in sending me my money. I have been damaged in that I have not been able to secure a residence for want of said money. They continue to ask me to be patient. On 8/12/16 I left work early do that I might speak with them inside their business hours  I called at 4:40 PM and was told they had closed. They are supposed to be open until 5:00 PM.I will not keep chasing them for what is due me. They need to send me my money as quickly as possible without any further delay or excuse .Thank you kindly.
[Provide details of why you are not satisfied with this resolution.]
Regards,

Thank you again for the opportunity to respond to Mrs. [redacted]'s concerns regarding her son's account.  The telephone number provided by Mrs. [redacted] in her original complaint is not listed in our system.  Mrs. [redacted] will need to fax over proof from her bank regarding the payment she stated has been debited from her account without her permission.  We have no documentation of that fax being received. Again, we have provided copies of the payment history on Mr. [redacted]'s account.  If Mr. [redacted] believes there is an error, he will need to fax a copy of his full bank statement regarding the payment in question.

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,

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]

[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

Thank you for the opportunity to respond to [redacted] concerns regarding account [redacted]. Ms. [redacted] stated she has made all of her payments but her account reflects a past due amount.   Conn’s is working diligently to assist Ms. [redacted] regarding her concerns.  Ms. [redacted] submitted bank...

statements for July, August, and September; however, we will need Ms. [redacted] to submit her bank statements for May and June to be able to research her concerns further.   Conn’s values Ms. [redacted] as a customer and apologizes for any inconvenience she has experienced due to this matter.   Thank you, Cheryle [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint.  
The company says that they did not receive my forms in the 30 day period, however they mailed me a copy of my completed forms that were faxed to them.  I have completed the second set of forms and signed them electronically.  I received them yesterday, two weeks after the second refinance was discussed. The calls, emails, and letters are still continuing.  I was called 7 times yesterday alone.  I have not received any hard copies of the forms, nor have I been told how much I need to pay this month.
 
Regards,
*** ***

Thank you for the opportunity to respond to Mrs.
[redacted]’s complaint.  Since receiving her
complaint our delivery driver has taken pictures of the [redacted] unit that was
in the garage; we found the screw to the door handle and roller for the pull
out drawer needed to be replaced and the part...

was available.  The drawer part would need to be ordered from
the manufacture.  Since 12/18/14 we have
made several attempts to contact Mrs. [redacted] to discuss a resolution but we
have been unsuccessful in our attempts. 
We are committed to addressing Mrs. [redacted] concerns but will need to
speak with her directly.  She may contact
Adam C, delivery manager directly at [redacted] or contact me directly at
[redacted].
 
Kind regards,
 
Kathryn J[redacted]

Thank you again for the opportunity to respond to Mrs. [redacted]' concerns regarding account #[redacted].  As a one-time offer and a good-will gesture, we are processing a goodwill due date change to bring Mr. [redacted]' account current due to the confusion regarding the account.  We value Mr. and Mrs. [redacted] as customers and apologize for any inconvenience they have experienced due to this matter.  If Mr. or Mrs. [redacted] have any additional concerns or questions we ask that they contact us directly. Thank you, Cheryle S[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID 10341449, and find that this resolution would be satisfactory to me.

Since our last response Mrs. [redacted] sofa and loveseat has been
inspected.  The serviceman determined
parts were needed which were ordered and shipped directly to Mrs. [redacted] residence.
Once we received confirmation that the parts were left at the home we attempted
to contact Mrs. [redacted] on 4/29/15 and 5/6/15 but we were unable to reach her
therefore the service orders were cancelled. 
We show Mrs. [redacted] contacted us on 5/17/15 and a service call has been
set-up for 6/18/15.  We contact Mrs.
Steele on 6/4/15 to try to schedule a sooner date 6/11/15 however Mrs. [redacted]
stated that would not be a good day therefore we are schedule for 6/18/15.  Once the parts have been installed we will
follow up with Mrs. [redacted] to ensure her sofa and loveseat has been
successfully repaired.  Conn’s has agreed
to exchange Mrs. [redacted] cocktail table, she will be contacted on 6/10/15 to
schedule a delivery appointment.  
 
If we may be of further assistance, Mrs. [redacted] may contact
customer service at [redacted]
 
 
Kind regards,
 
Kathryn J[redacted]

Thank
you for the opportunity to respond to Mr. [redacted]’s compliant. We received Mr.
[redacted]’s compliant and found that his issue has been addressed by the...

district
manager. Conn’s has agreed to honor Mr. [redacted]’s request and will refund his
original delivery fee of $79.99 to his GE account due to the delivery delay. We
appreciate Mr. [redacted] for bringing this matter to our attention and will
address this issue with all parties involved to continue improving the
communication between our store locations and delivery team. 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 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.  
As you can see by [redacted] response, all they do is say they are unable to reinstate the cash option, even after I clearly said I will be paying the full amount this week. This is a prime example of this companies robotic treatment of customer concerns and escalations. They do not care. There is no personal touch to their customer service and there is no offer for alternative methods of resolving an issue.From the beginning, it's always been "I'm sorry but we are unable to.." As a go-to response for everything from missed deliveries, to defective equipment, to price adjustments. That's always their first response. If you want to get anywhere with this company, I've learned that it takes exhaustive amounts of persistence before anyone cares enough to actually do something. While I don't have the time or energy to continue calling as I usually would, I will not mark this complaint as resolved until someone from [redacted] actually at least pretends to care. As stated before, the full amount will be paid this week and [redacted] will no longer receive business from me. I understand that [redacted] is unwilling to reinstate the cash option. 
Regards,

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: Friday, September 30, 2016 1:52 PM To: drteam <[email protected]> Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]   Conn has had over 7 months to make the required repairs. I am no longer accepting their excuse that a serviceman is not in the area, Conn sent a serviceman from Texas to try and repair and he could not, at that time it was turned over to the Oklahoma service man who has canceled every service call we have sit up.  I work out of the country and cons was informed of this, and they also told me from a Mr. Hernandez that due to my situation that conns would work with my schedule and service the issues on Monday after repeated canceled dates and repeated having family members miss work to meet the serviceman, I was informed that conns could not meet the agreement set forth by Mrs. Hernandez. Therefore this issue has now became a 7 month train wreck. Like I said earlier conns has had 7 months to make this right and I have been turned away, fingers pointed to other departments and brick walls. The ONLY thing conns has been consistent with is the billing dept. calling me non stop if payment is 1 minute late past due date. So I am sticking with my decision.there will not be another payment made on this account and when the CEO or someone in upper management contacts me to workout a return on their merchandise then there is no reason for conns to talk to me. I AM DONE WITH THEIR FALSE PROMISES AND LIES!!! I made every payment on time to them even when my merchandise was broken with the promise it would be fixed and never was! I AM DONE WITH THIS COMPANY!!!!!                      [redacted]