Conn's Home Plus

[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 10407889, and find that this resolution would be satisfactory to me.  
Conn's did in fact honor my request for a refund/exchange and did issue an in store credit of $799.99.  I then purchased the Bose systems at $1499 and financed the remaining balance after the store credit on my account.  Thank you for your assistance regarding this matter.[redacted]480-309-6845[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint. Our records show on 12/19/15, Mrs. [redacted] purchased two [redacted] Queen mattresses, two [redacted] Queen box springs and received two free mattress protectors with her qualified purchase. Mrs. [redacted] elected to purchase a 36-month...

FurnitureGard Plan on her items. We show Mrs. [redacted]’ items were delivered on 12/20/15 and installed on a previously owned bed frame. After reviewing Mrs. [redacted]’ complaint we show she contacted our service department on 2/09/17 stating one of her mattresses was sinking in. A service appointment was scheduled for 2/27/17; during the inspection the serviceman found the mattress with a 1 ¾’ body impression on the right head area. The serviceman also notated that the slats on the unit did not have center legs to properly support the mattress. After reviewing the report and photos provided by the serviceman, our furniture claim specialist found that that the reported issue is not covered under warranty due to not having the proper support on the bed frame. The manufacturer requires a rigid bridge bar with a supporting leg and at least 5 legs or 5 equally spaced hardwood cross-slates to provide continuous support. At this time Mrs. [redacted]’ mattress does not meet the qualifications for an exchange however; we recommend Mrs. [redacted] add the proper support on her mattress as outlined under the manufacturer’s guideline. Once the proper support has been added, if Mrs. [redacted] is still in need of service she may contact our Service Department at 1-855-266-6349 to have a serviceman re-assess her mattress within 90-days of the last inspection. We have attached the manufacturer’s warranty information with our response. 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 [redacted] complaint.  We researched [redacted] complaint has been addressed and resolved.  Our records show [redacted] was scheduled for delivery on 7/10/15; however due to an installation issue [redacted] refused delivery and...

all appliances were refused.  After further research we found [redacted] invoice was completed in error and as of 7/20/15 this error has been corrected.  [redacted] has been issued a full credit of $5,269.58 has been issued to [redacted] account.  We sincerely apologize to [redacted] for any inconvenience she experienced during this matter. If we may be of further assistance, [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 [redacted]
complaint.  Our records show on */07/14, [redacted] purchased
a...

[redacted] queen mattress with a 48-month [redacted] Plan and a
[redacted] Sleeper queen box spring with a 48-month [redacted]
Plan.  [redacted] elected to pick up her mattress and box spring from
her local Conn’s warehouse in [redacted], TX; we show [redacted] signed
acknowledging her items were received in good order.    
 
We show [redacted] contacted our service department on **08/14 regarding her mattress; stating the mattress was sinking in
the middle and making a cracking noise.  A service call was scheduled for */18/14; during the inspection the serviceman found the mattress had a ¾
inch body impression in the center.  The serviceman also inspected the box
spring and found the middle cross beam was broken; the serviceman notated the
box spring had no center support which is not the proper support.
 
At this time [redacted] mattress and box spring does not meet
the qualifications for an exchange, therefore we are unable to honor [redacted] request.  Although, the serviceman found [redacted] mattress
had a ¾ inch body impression this is considered normal with use.  [redacted]
Mattress Warranty Information Guide states: sagging and body impressions that
measure 1 ½ inches or less are not covered; [redacted] also requires for a queen
size bed to have an appropriate frame with a rigid center support that extends
to the floor. 
 
We have attached a copy of [redacted] Mattress Warranty Information
Guide in our response.
 
 
If we may be of further assistance, [redacted] may contact [redacted] at ###-###-####.[redacted]

Thank you for the
opportunity to respond to Mrs. [redacted]’s complaint. Our records show on9/24/15, Mrs. [redacted] purchased a
** gas range with a 24-month Repair Service Agreement and a [redacted]
refrigerator with a 24-month Repair Service Agreement. We confirmed Mrs. [redacted]’s...

appliances
were purchased as floor models (unsealed merchandise) sold as is at a
discounted price. Mrs.
[redacted] elected to have her appliances delivered; which was completed on9/27/15.
We researched Mrs.
[redacted]’s complaint and found she contacted us on10/09/15; stating she was missing
the grill pans for gas range and the waterline on the refrigerator was not
installed. We spoke with
Mrs. [redacted]’s sales representative who confirmed; as of10/10/15Mrs. [redacted] received the grill pans for her range. In regards to the waterline
installation; at the time of delivery it was found that there was no water
valve available. Therefore,
we are unable to complete the waterline installation to Mrs. [redacted]’s
refrigerator.  
    
If we may be of further
assistance, Mrs. [redacted] may contact our Customer Service at [redacted].
Kind regards,
Jana A[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’ complaint.  Our records indicate that on7/18/15 Mr. [redacted] purchased an [redacted] Reclining Loveseat and Sofa, each with a 48-month FurnitureGard Plan.   Mr. [redacted] received a copy of the Return and...

Exchange Policy at the time of purchase.  Our Return and Exchange Policy states: No returns or exchanges on furniture.  If your product fails while under manufacturer’s warranty or Conn’s FurnitureGard Service Plan, Conn's Factory Authorized Service will repair your product according to these warranties.  Mr. [redacted] also signed his invoice acknowledging that he received a copy of the Return and Exchange policy. On 7/20/15 Mr. [redacted]’ furniture items were delivered as promised.  After reviewing Mr. [redacted]’ complaint, we show that on 9/28/16 Mr. [redacted] contacted Conn’s Service Dept. stating that left side springs came loose on the seat of the reclining sofa and a work order was created to schedule for service; we were unable to contact Mr. [redacted] to confirm a date and the order was canceled. Mr. [redacted] contacted us on 10/10/16 stating the same issue mentioned above. Service was scheduled for 10/21/16 and the service man determined that the leg and front portions of the seats were smashed in and he adjusted the filling in the legs and placed an order for the filling for the cushions. On 11/12/16 the cushions were filled and repaired.  On 11/17/16Conn’s service was contacted once again stating that seats were flat and the zippers were broken. Upon service we discovered that the seat cores needed replacing and as well as the zippers. On12/8/16 Mr. [redacted] was contacted to be informed we were ordering the seat cores but the zippers aren’t covered under the warranty.  According to our records the seat cores arrived, however Mr. [redacted] needed service scheduled in March because he was renovating his home. At that time we were not able to schedule that far in advance.  The service order was canceled and he was advised to contact us when he was ready for his service to be complete. He called back on 2/27/17 to get service completed and we determined that we could order the chaise cushion to have it replaced for the defective zippers, however it will take 6-8 weeks for arrival from the manufacturer. At this item we will not be albe to honor Mr. [redacted]’ request and we have to continue with service. If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at1-877-358-1252.  Kind regards, Kristal [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. As mentioned in our previous response, Mrs. [redacted]’s was approved for an exchange under the Terms and Conditions of the FurnitureGard Plan for her rails, headboard and footboard for up to the original amount paid. Since our previous response, Mrs. [redacted] has contacted our customer service department and requested to receive a refund in lieu of the exchange for the headboard, footboard and rails. Conn’s has agreed to honor Mrs. [redacted]’s request and issue a credit to her account for $384.99; we ask to please allow 7-14 business days for the credit to reflect on the account. If we may be of further assistance Mrs. [redacted] may contact us at 1-866-765-1513.  Kind regards,Dyeisha [redacted]

Thank you again for the opportunity to respond to **. [redacted]'s concerns regarding his account.  We do not have record of **. [redacted] authorizing pick up of the merchandise, nor do we have documentation that the items were picked up.  If **. [redacted] can provide that documentation, we will be glad to investigate further.  Thank you,[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 will never accept the lies that is coming out of the mouths of Conn's. Every word they are saying are lies !!.  They should have to present the salesman that sold me my purchase , to the Revdex.com. They fired him shortly after the sale. They should have to tell what they fired him for.How does a business stay open that has hundreds of complaints ?  Also, I have called ** several times and they tell me that Conns store is the one that has to chan** the code, and when I call the store they tell me one thing and tell Revdex.com something else. I have been done wrong and they know it but the little person doesn't have  a chance ! If  this isn't made right I promise I will tell everyone I know and every stranger  I meet until the  day I die about CoNN'S. About what crooks they are  and if they will do thiis to an old sick widow ,they will do it to anyone !I have told CONNc that I will never go away , they thought I would.

Thank you for the opportunity to respond to Mr. [redacted] complaint.
After further review and research, we found Mr. [redacted] complaint is regarding
a 60” television that was purchased by different consumer. We are unable to
disclose any information to a 3rd-party regarding this...

consumers.
Our records show on 10/19/14, Mr. [redacted] contacted us via social
media stating he purchased a 60” plasma television and Conn’s Repair Service
Agreement Plan under his ex-girlfriend’s name and the warranty is not be
honored. Mr. [redacted] was educated that he would need to have the original owner submit
a written request to transfer the warranty into his name to utilize the
coverage under the terms and conditions of the Repair Service Agreement. Refer
to your Terms and Condition of the Repair Service Agreement SECTION (8)
Transfer: This Agreement is transferable upon FWSC or its Administrator
receiving a written request from the original owner. The written request may be
sent to Conn’s at [redacted] or by email as provided at
[www.conns.com].
Conn’s is willing to honor the Repair Service Agreement Plan once
we have received the requested documents. We a copy of the Repair Service
Agreement in our response.
If we may be of further assistance, Mr. [redacted] may contact us at [redacted]
 
 
[redacted]

New Roman"">Thank you for the opportunity to
respond to [redacted]’s complaint.  Our records show on 1/10/15, [redacted] purchased a ** refrigerator
with a (24-month Repair Service Agreement) and an [redacted]
bedroom set which consisted of four pieces (headboard, footboard, rails, and
dresser).  [redacted]’s signed invoice indicates at the time of purchase
he was provided a copy of Conn’s Return and Exchange Policy which
states:  No Returns/Exchanges on: Furniture, mattresses,
décor & accessories unless inspected by a Conn’s Service Technician and
found to have a manufacturer’s defect.  [redacted] elected to have
his items delivered; we show [redacted] signed acknowledging his items were
delivered and received on 1/11/15 in
good order.  
 
After researching [redacted]’s
dispute we found he contacted his local Conn’s location a couple of days
after his delivery was completed; stating he wanted to return his bedroom
furniture.  [redacted] was reminded of Conn’s Return and Exchange Policy
which excludes furniture returns.  Therefore, we are unable to honor [redacted]’s to return his [redacted] bedroom set. 
 
If we may be of further
assistance, [redacted] may contact our Customer Service Department at [redacted]. 


 
Sincerely,
 
[redacted]










2/10/2015






Complaint

on [redacted] my [redacted] and I when to the [redacted] store and got a mana**rs special on a new stove, (which was to be delivered to our [redacted])On [redacted] I call Conn's told them the name of who will be at the [redacted] to receive the stove. Late that night I got a call from...

Conn's saying that they were at the [redacted] and wanted to deliver the stove. I told them that it would have to be delivered at a later day on [redacted].Conn's callback said they would deliver again on [redacted]. Conn's did not show up so call warehouse and found out that my stove had been sold to someone else and that Conn's would try to find me another one. On [redacted] Conn's showed up with another stove but did not have the tools to take old stoves. I left messa**s on [redacted] and [redacted] at Conn's headquarters in Texas. Never got a call back. On [redacted] I finally when back to [redacted] and got a refund for installing of stove.







Desired Resolution

DesiredSettlementID: Refund
I think that Conn's in [redacted] has a delivery, customer service issue and a warehouse issue and I fell that I should of had the whole stove and delivery and install char**s refunded to me and I wish that Conn's headquarters in Texas would of called me back.

Consumer Business Dialog

Thank you for the opportunity to
respond to Mr. [redacted]’s complaint regarding a purchase under [redacted]. Our
records show on 8/10/15, Mr. [redacted] purchased two pair of [redacted]...

[redacted] headphones
(white and black) and elected to take his items home the same day.
We contacted Mr. [redacted] on 9/8/15 and
advised him to send a copy of the printed ad he received for review. After
reviewing the advertisement from [redacted], we found the [redacted] headphones
did meet the qualification for Conn’s price Guarantee. Therefore; Conn’s
honored the advertised price of $169.99 and adjusted Mr. [redacted]’s invoice for
both headphones. We have processed a credit of $69.90 to Mr. [redacted]’s ** account; please allow 7-10 business days for the credit to post to his account.
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 [redacted].
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.  
[Provide details of why you are not satisfied with this resolution.]
This is a quote for a previous email sent my you "  All call attempts are noted on the account with a date and time stamp.  Our records indicate the last call attempt on July 10, 2015 was placed to Mr. [redacted] at 8:52pm Eastern Standard Time.  Mrs. [redacted] returned the call and spoke with an agent at 9:54pm Eastern Standard Time."  When I proved to you that this was not true you are saying you are investigating. Yes it is harassing someone when you call them at almost 10 pm at night as a matter of fact it is against the law. The payment was made well before that call was placed also. You need to admit what you did was wrong and you need to make some sort of amends because you BROKE THE LAW!!! This going back an forth with you is getting old and if it takes calling the Corp offices and going higher then that is what I will do or if it takes filing a report with the government agencies that govern this sort of thing then I will go that route. I am not the one in the wrong here and if you think I will let this go then you are wrong. I have been a good customer with your company but I will never shop with your company again. When I am in the wrong I admit it. It's apparent your company can not do the same. You wake someone up in the middle of the night and you just want to brush them off and let it go with a "We are investigating it" there is no investigating it. You have the records I have the records now do whats right..  My next course of action will be with the governing bodies because I am tired of the brush offs. 
Regards,
[redacted]

Thank you for the opportunity to respond to [redacted] complaint.  We researched [redacted] complaint and issued has been addressed and resolved.  Our records show on 9/21/15, [redacted] delivery was completed; she received her Visions bunk bed set and mattresses in good...

order.  Also, [redacted] has been contacted and advised a concession in the amount of $635.60 has been processed to her Conn’s account.  We ask that [redacted] allow 7-10 business [redacted] for the credit to post to her account.  We sincerely apologize to [redacted] for any inconvenience she has experienced during this process.     If we may be of further assistance, [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards,  Jana A[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.  Sent: Monday, April 03, 2017 5:03 PMSubject: Re: Your complaint has been receivedThank you for your prompt reply ! In the interim, Conns has replaced the section of furniture mentioned in my complaint. WOULD like to know if there are avenues to pursue if this is a recurring problem with this particular manufacturer used by Conns.Thank you very much for your interest. I believe they acted quicker once they Realized your agency would be involved in the dispute .Sent from my [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  Our records indicate that on 11/04/15 Mr. [redacted] purchased a [redacted] Dishwasher with a 48- month Repair Service Agreement and installation. Mr. [redacted]’s signed invoice acknowledges that he received a copy of...

the Return and Exchange policy.  Our Return and Exchange Policy states: A consumer has 30-days from the date the item is received to return or exchange appliances and electronics with the required 15% restocking fee and if your product fails while under manufacturer’s warranty or Conn’s RSA, Conn's Factory Authorized Service will repair your product according to these warranties.   On 11/05/15 Mr. [redacted]’s dishwasher was delivered and installed as promised. After reviewing Mr. [redacted] complaint, we show he contacted Conn’s Service Dept. on 1/4/16 stating the dyrer's spin came off and the unit was not drying; parts were ordered and the product was repaired.  On 3/31/16 he contacted service stating the unit keeps powering on.  Upon inspection we discovered the leak sensor was corroded; we cleaned corrosion from the leak sensor to repair the product.  Most recently we show Mr. [redacted] contacted us on 2/25/17 stating the display was flashing and would not shut off without flipping the breaker; on 3/22/17 service the main board was replaced and the customer was instructed on proper use.  Mr. [redacted] contacted Conn’s the same day as repairs (3/22/17) stating the product was not repaired and needed additional service we went out and installed a drain pump to repair. At this time we have determined that the dishwasher does qualify under the warranty and Mr. [redacted] has been contacted with instructions to exchange his dishwasher.  If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards, Kristal [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on 1/02/17, Mr. [redacted] purchased a 75” [redacted] 4K Smart TV and elected to a 24-month Repair Service Agreement Plan. We show Mr. [redacted] received free delivery with his qualified purchase. After further...

researched of Mr. [redacted]’s complaint, we were able to confirm that Mr. [redacted]’s invoice was completed in error. We have verified that Mr. [redacted] refused the television at the time of delivery and the unit was returned to Conn’s warehouse. We have cancelled the television from Mr. [redacted]’s invoice and issued a credit of $2903.58 to his [redacted]. Also, we will mail Mr. [redacted]’s invoice to the address we have listed on file as requested. 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 Customer Service at 1-877-358-1252  Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to [redacted] complaint.  Our records show on 5/18/15, [redacted] purchased a [redacted] high-efficiency washer and dryer with a 24-month Repair Service Agreement.  [redacted]signed invoice indicates at the time of purchase she...

acknowledged she was provided a copy of the Repair Service Agreement and that she understood the coverage associated with the product.  [redacted] elected to have her washer and dryer delivered; which was completed on 5/22/15. We researched [redacted] complaint and found a service call was placed on 7/13/15 for their washer and 8/12/15 for their dryer; stating the washer was not cleaning the clothes and the dryer was turning off on its own.  After reviewing the service history we found multiple attempts were made to schedule [redacted] for service, but we were unable to find a service technician in their area.  Therefore, [redacted] (the manufacturer) approved an exchange to replace their washer and dryer.  We attempted to contact [redacted] regarding her approval, but we were unsuccessful in our attempt.  [redacted] was issued a credit up to the original amount paid which was $2,599.98 to re-select a new washer and dryer.  [redacted] may visit her nearest Conn's location to initiate her exchange and schedule delivery.                                           ...⇄ we may be of further assistance, [redacted] may contact our Customer Service department at 1-877-358-1252. Kind regards,  Jana A[redacted]Customer Relations

Thank you for
the opportunity to respond to [redacted] concerns regarding her
account.  [redacted] stated she wanted
her balance cleared and her account closed.
 
As a one-time
offer and a goodwill gesture we are in the process of closing [redacted]...

[redacted]
account.  Please allow 7-10 business days
for the account to close.  Once the
account is closed, [redacted] will receive a close-out letter in the mail.
 
We value [redacted] as a customer and appreciate her bringing her concerns to our
attention.Thank you,[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 did not agree to a voluntary reposession. What I agreed too was for them to take their merchandise back because as they are doing now, refused to make the situation right. As far as the paper that I signed when I requested they come get the furniture, their shady delivery men told me I would receive a letter in the mail containing my copy after they had "inspected" the merchandise. The only letters I have received from them are ones demanding payment for merchandise I sent back because it was UNSATISFACTORY. Regards,
[redacted]