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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,I refuse to accept the fact that you are allowing your employees to tell customers one thing and do another. I see that there is no good ending to this problem. I will be making sure we never shop at your store again and my friends and family will also be avoiding Conns also. I am very sad for your business that you treat customers one way, tell them something and do another.  I refuse to be a part of this nonsense.  I will be filing a complaint with the company also. I know nothing will be done, as evidenced by this conversation, but I promise I will never shop at Conns again.  
 











10/31/2015






Complaint

On 8/31/15 Conn's delivered a ** washer and dryer. on 9/2/15 I called conn back because the dryer was making a loud rubbing noise. on 9/7/15 the repair man came an said that the drum was rubbing against something. They said that they would send another dryer on 9/14/15. On that mon. they...

delivered the dryer and when they took the dryer out of the box it was bend up and damaged like it had been drop. they said that I would have to wait until the next Monday for deliverer but I called them and said that if they could not deliever before then, to please pick it up.
A dryer was delivered on 9/15/15 but the light on the dryer did not come on. by that time I discover that the super cycle on the washing machine did not work. we called and a repair man did come out and he came out on the 24 and said that the super cycle on the washing machine was a little off but if she put it on the regular cycle it is really washing on the super cycle. the dyer is still not working light and the washing machine has the same problems. they wont replace either one and they are expecting me to pay for it. they said the only way that would pick it up is under a repossession status.







Desired Resolution

repair the bulb in the dryer and replacement the washer.

Consumer Business Dialog

Thank
you for the opportunity to respond to [redacted]’ complaint regarding a
purchase made under the name of [redacted].  Our records show on 11/22/13,
[redacted] purchased a [redacted] All-In-One computer from us with
a 37-month Repair Service Agreement. ...

We show [redacted] elected to pick up
his computer from our [redacted], ** location; [redacted] signed acknowledging his
computer was received in good order.
 We
received [redacted]’ complaint and found she had two completed service calls
regarding her computer.
 
·         On 8/22/14, [redacted] contacted
us; stating the computer would turn off by itself and would not turn on. 
Based on [redacted] problem description it was suggested he bring his computer
into service.  On 8/24/14, service received
his computer; the technician inspected the computer and found the hard drive
needed to be replaced; the technician ordered the replacement hard drive on 8/30/14.  The hard
drive became available on 9/02/14 and installed on that
same day; the technician tested the unit and tested ok.
·         On 9/09/14, [redacted] contacted
us; stating the computer would not turn on.  [redacted]’ computer was
received by service on 9/16/14.  The
technician powered on the computer and no problems were found; the technician
was unable to duplicate the alleged issues [redacted] reported.
 
At
this time [redacted]’ computer does not qualify for an exchange.  Based on
the last service call completed the computer powered on and was working
properly no defects were detected.   
 If
we may be of further assistance, [redacted] may contact us at [redacted].
 Kind
regards,
 
[redacted]

Thank you for the
opportunity to respond to [redacted] complaint. Our records show on 6/21/14, [redacted] purchased a
[redacted] encourage queen mattress which came with a 10...

year limited manufactures
warranty.
 
We show [redacted] contacted us on 1/5/15, stating the foam appears
to be sticking out on one side.  We
reviewed [redacted] complaint as well as the technicians report and it shows
the side border wire is bulging.  This
type of issue is typically caused by sitting on the bed.  This type of direct pressure caused by
sitting on the edge of the bed.  The
picture and technician report indicates damage that is typically caused by
sitting on the side of the bed.  Using
the side of the bed as a seat will cause the side to quickly wear down.
Mattresses are made to support weight but only when it is evenly distributed
while lying in the bed. As outline in [redacted]’s warranty card, abnormal use is
not covered by the warranty.  I have included
a copy of the [redacted]’s warranty information, inspection sheet, and pictures to
support our findings.
 
 
Kind regards,
 
Kathryn J[redacted]

Thank you
for the opportunity to respond to [redacted] additional comments.  Our records indicate [redacted] bedroom set
was delivered on 11/25/14.  However we show
[redacted] did not attempt to contact us until 12/03/14.  The issue was not immediately reported and we
are unable to determine were the damages occurred therefore we are unable to
honor [redacted] request.  We appreciate
[redacted] business with us and offered him the $50.00 gift card as a goodwill
gesture to use toward another comforter.     
If
we may be of further assistance, [redacted] may contact our Customer Service
Department at [redacted].
Kind regards,
Kathryn J[redacted]

Thank you for the
opportunity to respond to Mrs. [redacted]’ complaint. Our records show on 10/08/14,
Mrs. [redacted] purchased the [redacted] Metro Chocolate living room set which consist
of two pieces (sofa and loveseat) both with a 1-year limited manufacturer’s
warranty. Mrs. [redacted]’ delivery was...

scheduled on 10/11/14; upon delivery the
sofa and loveseat was damaged by Conn’s delivery team. Mrs. [redacted] was offered
and accepted a 20% concession on both the sofa and loveseat due to damages during
delivery. On 11/06/14; Mrs. [redacted] received a credit to her account in the
amount of $280.00 as agreed for delivery damages ($142.00 concession for sofa
and $138.00 concession for loveseat).
We received Mrs.
[redacted]’ complaint and found she contacted our service department on 10/29/14
stating the frame was broken, staples were sticking out and material was torn from
the bottom of her sofa. A service appointment was scheduled for 11/13/14; upon
inspection the serviceman found the right armrest with scrape a mark on the
back and the right seat casing with a small hole. The serviceman also found the
left side of the sofa only had 7 staples across a 20” space and a tear on the
bottom corner; the serviceman was able to re-staple and re-stretch side covers
on the left side to complete repairs. After further review of the serviceman
findings and photos provided, Conn’s furniture specialist determined the scuff
marks and tears reported on the sofa was not covered under the Terms and
Condition of the manufacturer’s warranty.
In regards to Mrs.
[redacted]’ complaint regarding her contract, our records show on 12/09/14 a new
contract was created with the effective date of 11/05/14 and her original
contract was voided; no negative activities has been reported to Mrs. [redacted]
credit report.
After further review
and research of Mrs. [redacted] complaint, Conn’s has agreed to exchange both the
sofa and loveseat as gesture of goodwill. Mrs. [redacted] may visit her nearest
Conn’s location to initiate the exchange. We sincerely apologize for any
inconvenience Mrs. [redacted] experienced during this process.
If we may be of
further assistance, Mrs. [redacted] may contact us at 1-877-358-1252.
 
Sincerely,
 
Dyeisha [redacted]

Thank you for the opportunity to respond
to [redacted] complaint. Our records show on 4/18/15, [redacted] purchased
an [redacted] Notebook and a [redacted] Vacuum and elected to pickup her items
from our Conn’s location in [redacted], TX. 
Conn’s Return and Exchange policy was provided to...

[redacted] at the
time of purchase.
 
We reviewed [redacted] concerns and
found the vacuum she purchased was sold as a new factory sealed model however;
she received the unit at a discounted price. We have confirmed with the store
manager that [redacted] dropped off her vacuum without an approved
authorization and refused to pay the 15% restocking fee.
 
We have confirmed the vacuum had not been
opened therefore, Conn’s has agreed to return the vacuum and waive the
restocking fee as a one-time courtesy.  We
ask that [redacted] please allow 3-5 business days for the credit to post to
her Conn’s account.
 
If we may be of further
assistance, [redacted] may contact Customer
Service at [redacted].
 
Kind regards,
 
Dyeisha W[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. We responded to Mrs. [redacted]’s concern through the Revdex.com on 1/12/16, 1/25/16,2/4/16 and 2/16/16 notifying her on each occasion that her washer was approved for an exchange on 1/5/16. Mrs. [redacted] was also made aware that she was approved for a credit up to the original amount paid of $599.99 and had the option to use the credit towards the same model or reselect a different model. In Mrs. [redacted]’s last response she stated she wanted to keep the same model originally purchased therefore we scheduled her delivery for 2/27/16 to receive a new washer. However; during the pre-call Mrs. [redacted] informed Conn’s delivery team that she was not available for delivery therefore her delivery was been re-scheduled for 3/6/16.   Also, our records show that our Customer Relations Officer has attempted to contact Mrs. [redacted] on several occasions but was unsuccessful and left her direct contact information to address her concerns. We apologize for any inconvenience Mrs. [redacted] experienced during this process. If we may be of further assistance, Mr. [redacted] may contact Customer Service at1-877-358-1252. Kind regards, Dyeisha W[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.  
Replacement furniture was delivered today the dresser did have one spot on it where the stain was slightly faded but overall everything was much more acceptable and I made my payment as promised.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 7/02/15, Mrs. [redacted] purchased a [redacted] washer and dryer and elected to purchase a 48-month Repair Service Agreement Plan. We researched Mrs. [redacted]’s service history and found that she has...

contacted us on eight separate occasions for service on her washer;8/18/16- Technician adjusted door to complete repair; no parts were required·         8/25/16- No problem found with unit·         9/03/16- No problem found with unit·         9/29/16- Service order was cancelled due to no response·         12/12/16- No problem found with unit·         12/27/16- No problem found with unit·         12/31/16- Technician replace senor; unit tested ok·         3/01/17- No problem found with unit We show Mrs. [redacted] currently has an appointment schedule for 3/29/17 to have a technician re-assess her washer. Once the technician inspects the unit we can determine what further actions are required. At this time Mrs. [redacted]’s washer does not meet the qualification for an exchange; we have only replaced parts once on the unit. However; we will continue with any covered repairs as listed under the Terms and Conditions. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha [redacted]Customer Relations

Revdex.com:
This letter is to inform you that Conns Appliance, Inc. has carried out to my satisfaction the resolution it proposed for my complaint, filed on 12/7/2016 and assigned ID 11865753.
Regards,

Thank you for the
opportunity to respond to Mrs. [redacted]’s complaint. Our records show on
6/18/15, Mrs. [redacted] purchased the [redacted] Reclining living room
furniture which consists of three pieces (sofa, loveseat and recliner) and
elected to purchase a 48-month FurnitureGard Plan....

Mrs. [redacted]’s furniture
was delivered and received in good order on 6/19/15.
We researched Mrs. [redacted]’s complaint and found
she contacted our service department on 7/1/15 stating the seams were coming
apart on her rocker recliner. A serviced appointment was scheduled for 7/8/15;
during the inspection the serviceman found the seam coming undone on the seat
cushion. A new seat cushion was ordered through the manufacturer however; there
was a delay receiving the part from the manufacturer. Prior to receiving the
part, the serviceman returned to Mrs. [redacted]’s residence on 9/9/15 and was
able to hand sew the seams as a temporary repair until parts became available.
Mrs. [redacted] contacted our service department again on 9/14/15 stating the seams
were coming apart again and losing support. A service appointment was scheduled
on 9/18/15; during the assessment the serviceman found the previous stitching
coming undone. Mrs. [redacted] was advised that once the seat cushions arrive
from her prior service order; the serviceman would return to install the new
part. Our records show on 9/30/15; the serviceman return to Mrs. [redacted]’s
residence and installed the new seat cushion. The serviceman also notated after
installing the part he found the footrest bent and placed an order for a new
mechanism. Once we received the part from the manufacturer Mrs. [redacted] will
be contacted to schedule installation.
Due to the time taken to obtain the parts needed
to repair Mrs. [redacted] recliners Conn’s has agreed to exchange them for a new
set.  Mrs. [redacted] may contact her
nearest Conn’s to schedule delivery.  We
sincerely apologize for any inconvenience Mrs. [redacted] experienced as a result
of the delay.
If we may be of further assistance, Mrs.
[redacted] may contact Customer Service at [redacted].
 
Kind regards,
 
Dyeisha W[redacted]

Thank you for the opportunity to
respond to Mr. [redacted] complaint. Our records show on 8/22/15, Mrs. [redacted]
purchased a [redacted] washer and gas dryer both with a 1-year...

limited
manufacturer’s warranty. Mrs. [redacted] delivery was scheduled on 8/23/15; however
due to a 72 hours failure reported on the gas dryer a new unit was delivered
and received in good order on 8/25/15.
 
After researching Mr. [redacted]’s
complaint we were unable to find where he has contacted our Customer Service or
Service Department to report any issues he was experiencing with the new gas
dryer since delivery was completed on 8/25/15. Our records show on 9/16/15, Mrs.
[redacted] requested to return both the [redacted] washer and dryer because they were
unhappy with the units and was required to pay the 15% restocking fee of
$203.99. Conn’s delivery team picked up the washer and dryer on 9/21/15 and
submitted a credit of $1531.82 to be applied to Mrs. [redacted] account. We ask to
please allow 10-14 business days for the credit to reflect on Mrs. [redacted]’s
Conn’s account.
 
We have included supporting
documents with our response.
 
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 8/08/14, [redacted] purchased a [redacted]” [redacted] with a 49-month Repair Service
Agreement w/Accidental Damage.  [redacted] signed invoice indicates
at the time of purchase he acknowledged he was provided a copy of the RSA
& ACCIDENTAL DAMAGE brochure and that he understood the coverage
associated with the product; [redacted] also signed acknowledging he was
given a copy of Conn’s Return and Exchange Policy.  [redacted] elected
to take his television from our [redacted] location store #[redacted].
 

After researching [redacted] complaint we found he contacted our
service department; stating his television would not power on.  [redacted] has verified his serial number and was scheduled for service through
a local certified 3rd party
service provider on 4/21/15;
however [redacted] was out of town and informed the service provider that he
would contact them once he returned to schedule another appointment
date. 

 

If we may be of further assistance, [redacted] may contact our
[redacted]

     


 
Kind regards,
 
 
[redacted]










5/7/2015

Thank you for the opportunity to respond to Mr. [redacted]’ complaint.  Our records show that on 2/16/14 Mr. [redacted] purchased a ** French door refrigerator with a 48-month Repair Service Agreement.  Mr. [redacted]’ received a copy of the Return and Exchange Policy at the time of...

purchase.  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.  Mr. [redacted] also signed his invoice acknowledging that he received a copy of Return and Exchange policy.  Mr. [redacted]’ appliances were delivered on 2/17/14 as promised.After further review we show that Mr. [redacted] first contacted us on 11/15/16 stating that the refrigerator had an error code.  Service was scheduled on 12/2/16 and parts were order on 12/6/16 to repair the refrigerator; on 1/5/17 the parts were installed and the repair service was completed.   On 1/23/17 Mr. [redacted] contacted us once more stating that the refrigeration was not cooling and service was scheduled for 1/26/17.  Upon inspection it was determined that this type of issue is to be handled by the manufacture. ** attempted to repair the product on 2/20/17, however, it could not be repaired. At this time Mr. [redacted] has been approved for a replacement; the new product as been selected and was delivered on 2/24/17If 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 5/30/16, Mr. [redacted] purchased a ** French Door refrigerator which was delivered and signed as received in good order on 6/16/16.We reached out to the Dallas warehouse and were advised that Mr. [redacted]...

contacted the warehouse on 7/7/16 stating some of his possession went missing around the same time delivery was made. The alleged incident has been investigated by both Conn’s warehouse and [redacted] (3rp party delivery team) however; we are unable to confirm that Mr. [redacted] personal items were taken by the delivery team at the time of delivery. Our delivery manager attempted to contact Mr. [redacted] on 8/31/16 to discuss his concerns but was unsuccessful and left a voice message to return the call.If we may be of further assistance, Mr. [redacted] may contact us at 1-866-765-1513Kind regards,Dyeisha [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  Our records show on 11/22/16, Mrs. [redacted] purchased a [redacted] side by side refrigerator that came with a limited 1-year manufacturer’s warranty.  Mrs. [redacted] declined to purchase additional RSA coverage through Conn’s...

HomePlus.  Mrs. [redacted] received a copy of Conn’s Return & Exchange Policy at the time of purchase.  Our Return & Exchange Policy state: 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.  Mrs. [redacted]’s refrigerator was delivered on 11/23/16 as requested. We researched Mrs. [redacted]’s dispute, and found that she contacted us on 11/25/16; stating the ice-maker was not making ice.  A service call was scheduled for 11/30/16; during the inspection the technician found a new water line and fill tube was needed.  On 12/01/16, the technician ordered the part needed.  On 12/02/16, the dispatcher attempted to contact Mrs. [redacted] to schedule an appointment; however the call was disconnected and dispatcher sent Mrs. [redacted] a text message regarding service.  On 12/05/16, the dispatcher called all number associated with Mrs. [redacted] to schedule an appointment to install the parts and also sent a text message.  On 12/06/16, the dispatcher called Mrs. [redacted] and she disconnected the call.  Mrs. [redacted] later contacted us on 12/06/16; stating she did not want to continue with service, therefore her service order was canceled.   Although we are unable to honor Mrs. [redacted]’s request to exchange her refrigerator; Conn’s is willing to continue with repairs.  If we be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252.   Kind regards,  Jana [redacted]Customer Relations

Revdex.com: What Ms. [redacted] has written is not what I agreed to. I included an email of what I did agreed to. As far as the pick up goes I had a drs appointment and had no idea they were coming. I tried to call to set up a time but never got a response. Before they pick this couch set up I want my cashier's certified check. I do not trust this company. I want my check in my hand not the mail and not on any account. I do not want any credit with this company. I have been waiting over a yr. I am under drs orders and I dont need this stress. I want my refund. Once I recieve my cashier's certified  check I will attempt to set up a time to pick up. 
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 Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Ms. [redacted] concerns. We have a more than 120-year history of quality customer service and satisfaction, and we 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 the items she purchased were not setup during delivery; 2)      the door handles on her refrigerator was improperly installed; 3)      she did not receive her rug and had requested to have the item canceled; and 4)      she is requesting a refund for her entire purchase.   Our investigation reveals that: 1)       Ms. [redacted] did not elect to purchase Conn’s assembly for her items. Conn’s delivery includes basic unpacking and setup service; additional charges may apply to assemble and install same items. 2)       We have no records showing that Ms. [redacted] has contacted us regarding issues with her refrigerator. 3)       We have canceled the rug from Ms. [redacted]’s invoice as requested and a credit of $313.91 has been applied to her account. 4)       Ms. [redacted] has 30-days from the date of purchase to return or exchange any electronics or appliances with a 15% restocking fee as long as they are in new condition.  However; we have no return or exchange on all furniture.   Our records show on 5/27/17, Ms. [redacted] purchased a [redacted] side-by-side refrigerator, [redacted]” curved TV, [redacted] curved soundbar, two large mounts, a chocolate zigzag rug, a Z-line chair and desk, and a [redacted] 65” fireplace console. Ms. [redacted] did not elect to purchase Conn’s optional assembly and installation services at the time of purchase.   We researched Ms. [redacted]’s complaint and found that her items were scheduled for delivery on 5/30/17. During the delivery, Ms. [redacted]’s refrigerator was installed, but the remaining items were placed in a secure location for self-assembly and installation. We show Ms. [redacted] signed her delivery ticket acknowledging that she received her items in good order.   Our records show Ms. [redacted] later contacted us that same day stating she did not receive her rug at the time of delivery. We were able to verify that the rug was not received and Ms. [redacted] has informed that we could re-delivery the item on 6/6/17.   Ms. [redacted] requested to pick up the rug from her local Conn’s instead of waiting for delivery.  We show there was a system error which caused a delay when Ms. [redacted] attempted to pick up the rug. Therefore, she requested to cancel the item from her invoice.   As requested, the rug has been canceled from the invoice, and credit has been submitted to Ms. [redacted]’s account. We sincerely apologize for any inconvenience Ms. [redacted] may have experienced during this process    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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  I [redacted] and my wife [redacted] would like to be refunded of the proctection plan we purchased and would also like the protection plan to me terminated from contract. I have not spoken with any one from conns customer service I was informed by the manager at conns that handle was not covered under warranty however the sales associate Caleb stated that we where protected that's why we purchased. I would like fridge repaired or picked up as I don't want to pay for fridge or continue to deal with conns as I feel like I was lied to upon purchase

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. We researched Mrs. [redacted]’s complaint and found that her issue is listed under a different customer’s account. Although we are unable to discuss any account with Mrs. [redacted], we will mail the account holder our response regarding...

this matter to the address we have listed on file. If we may be of further assistance, Mrs. [redacted] may have the account holder contact us at1-866-765-1513. Kind regards, Dyeisha W[redacted]