Conn's Home Plus

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  Our records show that on 12/10/15 Mr. [redacted] purchased the [redacted] brand king sized bed set, dresser, mirror and two nightstands all with 36-month FurnitureGard Service warranties.  Mr. [redacted]’s...

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 Conn’s Return and Exchange policy.  Mr. [redacted]’s [redacted] bedroom furniture was delivered on 02/03/17 as requested. After further review we show that Mr. [redacted] first contacted us on 02/03/17 stating that the footboard drawer was cracked, the dresser was damaged and missing hardware.  On 2/7/17 Conn’s contacted Mr. [redacted] to inform him he had been approved to have the dresser and footboard replaced.  Upon receiving the replacement footboard it was damaged as well and no longer in stock. Conn’s delivery team has been in contact with Mr. [redacted] and made arrangements to redeliver the new footboard during the week of 2/20-25/17 once be becomes available.   Also as a gesture of goodwill we will send Mr. [redacted] a $200 gift card for all of his inconveniences. 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 additional opportunity to respond to [redacted]' concerns about her account.  [redacted] stated she is having difficulty paying this account online.
[redacted] can contact our customer service line and they can walk her through the web-pay, she can pay the account with on one of our agents, use our automated phone system, or make the payment in the store.
If she has any further questions she can contact our customer service line at [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.  I look in the future seeing them change their business practice. Given the facts and given the hassle and inconvenience, no customer should experience that or experience issues with returns in general. There are many complaints that reflect the same issues and in order to retain good customers, you have to be willing to work with a customer in those unfortunate circumstances like mine. I very much feel I may not purchase anything else from conns just based on the issues I had with the company and the lack of understanding and poor customer service in general. I understand that they have to protect themselves, but when a store manager is indicating I did what was necessary, I should not have been subjected to this for as long as I had to be.

Also here is the copy and pasted return policy from Conn's website.... we have had a Conn's Service Technician at our house and found to have a manufacturer's defect as per exclusion criteria for return:14 days from the date the item is received for computers, computer equipment & accessories,...

camcorders, tablets, gaming systems and digital cameras. There is a 15% restocking fee.* 30 days for electronics, appliances and items not included in the 14 day exchange list above, or the No Returns/Exchanges list below. There is a 15% restocking fee.* The item(s) will be picked up by a Conn’s delivery team, or products purchased via the website can be returned to the mailing address provided or your nearest Conn’s location.For ALL returns & exchanges, any free promotional items tied to the purchase must also be returned.No Returns/Exchanges on:Furniture, mattresses, décor & accessories unless inspected by a Conn’s Service Technician and found to have a manufacturer’s defect ** See exclusion below.All air conditionersMobile smartphonesMobile Prepaid CardsAny item purchased under a third party lease and/or rent-to-own plan, except for manufacturer’s defects.Any Beats by Dre® products in store without a Conn’s RPP plan. Customers will need to go through Beats customer service at 1 (800) 442-4000 for all Beats product-related issues.Requirements for ALL Returns/ExchangesProof of purchase.Merchandise must be in new condition as determined by Conn’s.Merchandise must include original box, packaging, all manuals and accessories (value of missing items will be deducted from the credit amount). All free promotional items tied to the purchase must also be returned.Delivery and installation charges will not be refunded on any returns.A second delivery fee will be charged on all exchanged merchandise unless original merchandise has been inspected by a Conn’s service technician and is found to be defective or the original merchandise fails within 24 hours of delivery or 72 hours if purchased with a Retail Service Agreement (RSA).Shipping and handling is nonrefundable on any return. The customer is responsible for all shipping charges and shall assume all risk of loss or damage to product while in transit to Conn’s. The customer must ship the item with an approved RA slip. RA slips are valid 14 to 30 days as appropriate.*15% restocking fee is due at the time of the return/exchange and may not be financed on your Conn’s Credit Card (GE Money) or Conn’s Credit (Yes Money). 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. If your product fails while under the Conn’s Replacement Product Program (RPP), it will be replaced under the terms of the RPP. Charges for installation and delivery services are nonrefundable after the services have been performed. All refund checks will be processed within 10 calendar days.**The iComfort® Sleep System by Serta® 120 Day In-Home TrialYou can feel confident when you switch to a new iComfort® Sleep System by Serta® with their 25-Year Limited Warranty and their 120-Day In-Home Trial. This trial program is offered exclusively by Serta to their retail partners, allowing you to experience your new iComfort sleep system in your home for up to 120 days - and still exchange or return it if you are not completely satisfied*. Once your iComfort Sleep System is delivered and set up in your home, sleep on it for a minimum of 30 nights to adjust to a new level of comfort and support. If you are not completely satisfied after the first 30 nights, contact your Serta retailer to discuss your options.*Policies set by local retailer. See store for details. Excludes delivery and set up fees. Offer does not apply to Serta® Motion Perfect® Adjustable Foundations, iComfort Pillows and other iComfort accessories.

Thank you for the opportunity to respond to Mr. [redacted]’s additional comments.  At the time of Mr. [redacted]’s purchase, Conn’s were offering:0 interest for 24-months on all furniture & bedding purchases $1999+ Free HDTV or Free Delivery. After reviewing Mr. [redacted]’s credit application that was submitted with Conn’s; we were able to confirm that it was approved for 18-month no interest.  The sales associates did attempt to run an application through [redacted], but Mr. [redacted] was not approved.  Mr. [redacted]’s account is a MAX 36-month term but not a 36-month cash option.   We were also able to confirm with Mr. [redacted]’s sales associate that he Mr. [redacted] chose to go with two sofas.  The [redacted] set can be(sofa/loveseat, sofa/sofa, or loveseat/loveseat to make a sectional)because it gives the consumer two more massage seats and it was only an inch different in length.  The sales associate also helped Mr. [redacted] with the furniture measurements.    In regards to Mr. [redacted]’s claim that he did not receive or was unaware of Conn’s Return & Exchange Policy; we respectfully disagree with that notion.  Mr. [redacted]’s signed invoice acknowledges that he was provided a copy of the Conn’s HomePlus Return & Exchange Policy envelope. In addition, to receiving a copy of our policy it also displayed at each desk and on a large sign in the front of the store that can be seen entering and exiting each location.  To ensure transparency, this policy can be found on Conn’s website athttp://www.conns.com/returns-and-exchange/.  Once the consumer’s invoice is printed, they are given a copy of the policy along with a copy of their invoice.  Mr. [redacted] should have also received a copy of his invoice via email.   Again, at this time we are unable to honor Mr. [redacted]’s requestto return or exchange his furniture.  Mr. [redacted] signed his delivery receipt acknowledging his furniture was received in good order.  As previously stated; Conn’s has a No Return/Exchange Policy on furniture unless inspected by a Conn’s Service Technician and found to have a manufacturer’s defect.   If we may be of further assistance, Mr. [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 Mr. [redacted]’s concerns regarding account #
[redacted].  Mr. [redacted] stated he made an
in-store payment towards his Conn’s account in October 2012.  The payment was applied to a [redacted]
account and he never received credit for the...

payment.
 
According to
our records, a $1000.00 payment was moved from a [redacted] account to Mr. [redacted]’s
Conn’s retail installment contract on October 25, 2013 and Mr. [redacted]’s
no-interest financing promotion was reinstated due to the error. 
 
We have
attached a copy of Mr. [redacted]’s payment history for his records so he may see
when the payment was credited to his account. 
 
We value Mr.
[redacted] as a customer and appreciate him bringing his 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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  Conn's option to charge me a restocking fee for a faulty washer is an unacceptable resolution. If they had not accepted that the washer was faulty they wouldn't have agreed to exchange it in a previous correspondence. They initially sent out a delivery person not a repairman to address my complaint with both units. I went to the store and played a video for my salesperson of the unusual noises the washer was making. I was advised to check to make sure the shipping rods had been removed because the unusual sounds were evident to him also. I'm disappointed that they are blaming me for a delivery scheduling issue as they gave me hours to try to get approval to miss work from my employer. I would be happy to provide dated and time-stamped emails, texts, videos and pictures. I still believe my initial request is reasonable as I also acted in good faith by shopping at Conns for my appliances.

Thank you for the opportunity to
respond to [redacted]’s complaint.  Our records show on 6/12/11, [redacted] purchased a
Trevisio king bedroom set which consisted of eight pieces; headboard,
footboard, rails, (2) accent chest, 7-drawer dresser, 5-drawer chest, and
mirror with a...

limited 1-year manufacturer warranty which expired on 6/13/12.  [redacted] elected to
have his bedroom set delivered; [redacted] signed acknowledging he received
his bedroom set on 6/14/11 in good order. 
 We received [redacted]’s
complaint and found he contacted our service department on two separate
occasions regarding his headboard. 
·         On 7/13/11, [redacted]
contacted us; stating the headboard was squeaking, not sturdy, and was
loose.  We attempted to contact [redacted] on several occasions to
schedule service, however due to no response his service order was cancelled.
·         On 8/09/11, [redacted]’s
service order was re-opened and he was scheduled for service on 8/13/11.  During [redacted] inspection the serviceman found the bed was squeaking and the legs on
slat needed to be adjusted.  The serviceman adjusted the legs and
tightened loose screws.
 
Our records show [redacted]
contacted service on 9/04/14 requesting to have service on his
bed rails; [redacted] was advised his items were no longer covered under
warranty.  At this time we are unable to honor [redacted]’s request for
an exchange or refund; [redacted] bedroom furniture is no longer covered under
warranty as of6/13/12.
 If we may be of further
assistance, [redacted] may contact Customer Service at [redacted].
 Kind regards,
 
[redacted]

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding her
account.  Ms. [redacted] stated she was
supposed to have no-interest financing for a year, and she was not aware she
had insurance on her account.  She would
like the interest and the insurance removed...

from the account.
 
According to
our records, Ms. [redacted] signed a 30-month retail installment contract on July
22, 2015. This contract included our 12-month no-interest financing promotion
(“Cash-option.”)  The “Same as Cash”
credit offer is withdrawn on a date being the earlier of  the failure to make required minimum payments
within 10 days of the scheduled due date or twelve months from the date of
purchase. The “Cash-option was void due to payments not being made timely on
the account. 
 
Ms. [redacted] stated
she sent extra money and not just her minimum monthly payment.  Ms. [redacted] made payments that exceeded her
minimum monthly payment due in August, September, October and November of
2014.  In December of 2014, Ms. [redacted]
made the minimum monthly payment of $82.47. 
We did not receive any additional payments on the account until May
2015.  The amount Ms. [redacted] paid over
her minimum monthly payments for the four months put the account in a paid
ahead status which brought the account current until April 27, 2015. 
 
Ms. [redacted]
also stated she was not aware she had insurance on the account and would like
it removed.    This contract includes
property insurance.  Due to this being a
secured retail installment contract, the merchandise must be insured until the
account is paid in full. In the event the customer has an alternative insurance
policy, they are able to send that policy in to our insurance department to
receive full credit as long as the declaration page shows coverage from the
date of purchase to the present date. Additionally, Ms. [redacted]’s signed the
General information page and the Freedom to choose page regarding the
insurance.  If Ms. [redacted] would like to
remove the property insurance from the account, she may fax or email a copy of
her homeowner’s or renter’s insurance declaration page.  We ask that she note the account number on
the document to prevent processing delays. 
 
We have
included a copy of Ms. [redacted]’s payment history, signed retail installment
contract, “cash-option” acknowledgement page, Freedom to choose page and
general information page regarding the property insurance for her records.  We are unable to honor Ms. [redacted]’s request
to reinstate the “cash-option”; however, she may receive credit for the
property insurance once she submits her declaration page. 
 
We value Ms.
[redacted] as a customer and appreciate her for bringing her concerns to our
attention.  Thank you,Cheryle S[redacted]

Thank you for
the opportunity to respond to Mrs. [redacted]’s concerns regarding account
#[redacted].  Mrs. [redacted] stated we
attempted to process a payment from her checking account.
 
According to
our records, the account belongs to [redacted]. The last payment posted...

to
Mr. [redacted]’s account was on September 5, 2014. 
There have been no additional payments processed on the account since
September 2014.  We have attached a copy
of the payment history for Mr. [redacted]’s account for his records.
 
We value Mr.
[redacted] as a customer and appreciate Mrs. [redacted] bringing her concerns to our
attention.  Thank you,Cheryle S[redacted]

Thank you for
the opportunity to respond to Mr. [redacted] concerns regarding account
[redacted].  Mr. [redacted] stated he paid the
account balance in full; however, the account is still opened.
 
According to
our records, Mr. [redacted] signed a 30-month retail installment contract...

on
December 16, 2013.  That contract included
a 12-month no-interest financing promotion (Cash-option). 
 
On October 3,
2014 Mr. [redacted] called our automated system and received a payoff quote of $835.53.  Mr. [redacted] submitted a payment for $713.09
on that same day. 
 
Mr. [redacted] stated he was not aware of the insurance on his account.  Due to this being a secured retail
installment contract, the merchandise must be insured until the account is paid
in full. In the event the customer has an alternative insurance policy, they
are able to send that policy in to our insurance department to receive full
credit as long as the declaration page shows coverage from the date of purchase
to the present date. Additionally, Mr. [redacted] signed the General Information
page explaining the insurance options on the account. 
 
We are unable
to reinstate the Cash-option on the account because the invoice balance was not
paid in full before the Cash-option expiration date of December 16, 2014.
 
We have attached a copy of Mr. [redacted] payment
history, signed retail installment contract and signed General information page
regarding the insurance.

Thank you for the opportunity to respond to Mr. [redacted] additional complaint. Conn’s does not waive restocking fees for products returned within 24-hours; please see Return/Exchange Policy http://www.conns.com/returns-and-exchange/. Mr. [redacted] restocking fee was waived as a gesture of goodwill due to he stated the item was an older version and wanted to re-select a current model. Mr. [redacted] re-selected the [redacted] 13” [redacted] Pro Retina and signed acknowledging he received the item in good order on 7/22/16. As previously mentioned; Conn’s does list the specifications on our shelf tag for all [redacted] laptops as well as provide display models for the consumer to interact with before making a purchase. Mr. [redacted] acknowledges that he currently has a 2015 model which is what he requested in his original complaint (Desired Settlement:  I would like a full refund and or exchange for a 2015 model [redacted] Pro as describe). Therefore; we are unable to honor Mr. [redacted] request to exchange his unit again without the required 15% restocking fee. Mr. [redacted] has been advised that he has until 8/5/16 to return/exchange his unit with the required restocking fee before the time-frame expires. If we may be of further assistance, Mr. [redacted] may contact us at 1-866-765-1513.   Kind regards, Dyeisha [redacted]Customer Relations

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.  
My credit is monitored daily by [redacted] and properly shows that an account was opened with Conn's in May 2015. On June 4th and June 5th 2015 Conn's properly reported information on my new account to [redacted] and [redacted].
However a separate and new inquiry was placed on my credit on June 15, 2015 without my knowledge or authorization. I have confirmed this unauthorized inquiry with [redacted] and have been made aware that it, along with future unauthorized inquiries by Conn's Corp will negatively impact my credit score. This specific inquiry, dated July 15, 2015 needs to be removed immediately and all future unauthorized inquiries must cease.
Regards,

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 2/29/16, Mr. [redacted] purchased a Sealy [redacted] mattress and two Sealy XL box springs which all come with a limited manufacturer’s warranty; no additional coverage was purchased with Conn’s....

Mr. [redacted] items were delivered and received in good order on 3/2/16.  At the time of delivery Mrs. [redacted] requested the drivers to leave the items in the plastic therefore we did not set-up the bed and would not have known Mrs. [redacted] did not have proper support.   We researched Mrs. [redacted] complaint and found she contacted service on 8/15/16 stating the mattress is sagging. A service appointment was scheduled for 8/30/16; during the inspection the serviceman found the mattress measured ½” body impression and both box springs bowed. The serviceman also notated that no frame was present at that time of inspection. After reviewing the serviceman’s report and photos provided, it was determined that the reported issue was not covered under the Terms and Conditions of the manufacturer’s warranty. Body impression less than 1 ½” or foundations without a bed frame to provide continuous support does not qualify for an exchange.  The pictures provided in the report indicate the damage to the box spring was caused by lack of support on the sides.  We have attached a copy of the manufacturer’s warranty and pictures that were taken at the time of inspection.   At this time we are unable to honor Mrs. [redacted] request; based on the serviceman’s report and photos provided, the reported issue is not covered. We recommend that Mrs. [redacted] purchase a bed frame to add the proper support for better comfort and to avoid additional damage.   If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513.   Kind regards,   Dyeisha [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint. We reviewed Mrs. [redacted]’ complaint and found her issue has been addressed directly with the store and the district manager. We appreciate Mrs. [redacted] for bringing this matter to our attention and we sincerely apologize for any...

inconvenience she experienced during this process. If we may be of further assistance, Mrs. [redacted] may contact us at1-866-765-1513 Kind regards, Dyeisha [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  What they stayed above is a lie I did reach out to them I did through 3 different attempts through gateway store in Bmt through assist manager in Port Arthur  they did Not call me I called the tech because he failed to call on this last trip stating he got side trackedE back state he would have to order parts and they never called me to come back out and to show up unscheduled mistake not mine I did when second schedule was made the tech stated he was running late after my four hour window as I called 20 mins after the set window time so they again did not show up on time. But again I see the truth doesn't matter  so I will resolve this but want the. I would like my complaint of service to remain I want the complaint of poor customer service to remain and I will be sure to handle my issue legally!! please any one reading this. complaint do not do service with CONN'S save your funds go to any other appliance location  because they 100 % lie and give no service warranty or NOT and FYI I DO HAVE A WARRANTY BUT THEY WOULD RATHER RUN IT OUT BECAUSE THEY GAVE A defective PRODUCT.

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.  
There has been no resolution to horrible customer service and complete indifference to my wasted time and energy, trying to have something taken care of that I paid extra for.  I didn't even hear from the business nor did they attempt to resolve the ongoing customer service issues until moments before they contacted the Revdex.com to claim this was resolved. Other consumers have a right to know there is no accountability in the Conn's Customer Service and Service Department as well as complete indifference from their so called management team (phone calls are never returned and no one is accountable for employees hanging up on you, swearing at you and lying to you).   
Regards,

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  Our records show on 6/08/14, Mr. [redacted] purchased a [redacted] with a 49-month Repair Service Agreement w/Accidental Damage.  Mr. [redacted] was provided a copy of Conn’s Return &...

Exchange Policy which 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.  Mr. [redacted] also signed his invoice acknowledging he was provided a copy of the RSA & ACCIDENTAL DAMAGE brochure and that he understood the coverage associated with the covered product.  Mr. [redacted] elected to pick up his TV from our Arizona location #123; Mr. [redacted] signed his invoice acknowledging his TV was received in good order.    We researched Mr. [redacted]’s complaint and found he contacted us on 2/12/16; stating the TV had red lines displaying on the screen.  After reviewing Mr. [redacted]’s service history we found Mr. [redacted]’s TV was deemed uneconomical to repair, therefore an exchange request was submitted and approved on2/23/16 under the Terms and Conditions of the Repair Service Agreement.  Mr. [redacted] was issued a credit up to the original amount paid which was $1,997.00 to re-select a new TV, because the original model was no longer available.  Mr. [redacted] was advised if he elects a TV that is more expensive than the approved credit given ($1,997.00) he would be responsible for the difference; Mr. [redacted] was also advised since the originally TV was picked up from his local Conn’s he was responsible for bringing the defective unit back to the store before the exchange could be initiated.  Mr. [redacted] was made aware that if he wanted his new TV delivered a delivery fee would be assessed, because he did not originally pay to have his TV delivered.  Our records show Mr. [redacted]’s initiated his exchange on 2/26/16; he elected a [redacted] 65” 4K Ultra HD Smart LED TV model ([redacted]) with a limited 1-year manufacturer’s warranty and no additional RSA coverage was purchased through Conn’s.  As listed in the Terms and Conditions of the Repair Service Agreement Section (7) of the Repair Service Agreement terms and conditions state, “…limit of liability is the replacement value of the covered product, which shall be the cost of replacing the covered product with a product of equal or similar features and functionality, not to exceed the original purchase price of the covered product.”  Therefore, at this time we are unable to honor Mr. [redacted]’s request to credit his account.  Mr. [redacted]’s exchange has been initiated and his new TV was received in good order on 2/26/16. If we may be of further assistance; Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252.     Kind regards,  Jana [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding ccount [redacted].  Mr. [redacted] stated he believes his account should be closed.    According to our records, Mr. [redacted] signed a 32-month retail installment contract on Februrary 5, 2016.  He agreed to...

have his minimum monthly payment due on the 20th of each month.  Mr. [redacted]’s television was defective and we did not have a replacement model.  Mr. [redacted] returned the television and the repair service agreement and a credit in the amount of $4113.48 was applied to his account on May 27, 2016. On July 20, 2016 a finance charge recalculation was processed.   Mr. [redacted] is responsible for the remaining  balance owed on the account, as all credits were applied to the account.  We have attached a copy of Mr. [redacted]’s payment history for his records.   Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove the negative credit marks assessed on the account due to payments not being made timely.    Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.

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.  
They said they have given the 179.99 discount which is the 20 % and said they took off insurance. They state that my pay off cash balance is now 1337.73 which would be correct