Conn's Home Plus

Thank you for the opportunity to respond to [redacted] concerns regarding her accounts.  [redacted] stated her accounts were supposed to be combined; however, this
process has not been completed yet.
 
According to our records, we received incomplete
paperwork and...

the cash-option letter was not filled out correctly.  We emailed
[redacted] a new form to fill out and send back through our docusign
method, and we have not received it back as of April 17,
2015.
 
Once we the documents are returned to us, we will
proceed with the combining of [redacted] accounts.
 
We value [redacted] as a customer and appreciate
her bringing her concerns to our attention.  Thank you,[redacted]

Than you again for the opportunity to respond to Mr. [redacted]'s concerns regarding account [redacted]6853.  Conn's is unable to reimburse any NSF fees charged by Mr. [redacted]'s financial institution, as Mr. [redacted] authorized the payments posted to his account.  Mr. [redacted]'s next payment due date is January 14, 2016.  Again we value Mr. [redacted] as a customer and appreciate him for bringing his concerns to our attention.    Thank you, Cheryle S[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
I am only rejecting this last offer because the 139.00 delivery fee credit was not listed this time.  I feel that we are at a standstill and I just want this to be over.   I will accept the exchange of furniture and the 10% credit offered by Conn's and resolve this matter, but I did not want to accept an offer that did not include everything, because clearly I am still at a loss.  Unfortunately Ms. W[redacted] stated that Conn's would come out on Sunday 11/09/14, but no one from Conn's delivery contacted me to make delivery of the entire bedroom set.  I spoke to Conn's delivery manager Ted on Friday 11/07/2014 and he wanted to come and bring slats and exchange the rails.  He said he would be calling me back after speaking with someone in corporate and I have not heard from him as of yet.
Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
they sale this product in there store and they should stand behind it. they knew that this furniture was knot right when they sold it to me all we are asking of them is to replace it with one that IS NOT BAD.

Thank you again for the opportunity to respond to [redacted]'s concerns regarding account [redacted]  Again, we are unable to reinstate the "cash-option" and close the account because the invoice balance was not paid in full before the "cash-option" expiration date of November 16, 2014.  We attached the signed retail installment contract and the "cash-option" acknowledgement page with our previous response.  Once again, we value [redacted] as a customer and appreciate 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 feel like I was cheated because the Salesman[redacted], told me whatever item(s) I choose to purchase was 0 interest for 12 months. Had I known I had a certain type or amount of merchandise I could choose from, I would have just got the Television because that was all I wanted to purchase until I found out anything I wanted was interest-free.

Thank you for the opportunity to respond to Mr. [redacted]’s additional comments. We spoke to Tim [redacted] (warehouse manager) who stated Mr. [redacted] was made aware he did not have any warranty to continue with service and would responsible for any out-of –pocket expense. However; Mr. [redacted] never came into the store to pay for service therefore no parts were ordered to continue with repairs. The manager also stated that he was in contacted with Mr. [redacted] personally as he was former employee and notified him that that he was unable to locate the unit as it may have been disposed of after remaining unclaimed in service for several months. He offered to issue a refund for the cost of the unit however; he stated Mr. [redacted] has not contacted him since this issue occurred in 2015. We have no records showing Mr. [redacted] has attempted to contact us regarding this matter prior to receiving his initial complaint dated 7/15/2016. At this time we are unable to honor Mr. [redacted]’s request however; Conn’s is willing to issue a refund for the cost of the unit. Again, if additional coverage was purchased, Mr. [redacted] would ONLY receive the amount he originally paid as an exchange/refund would not exceed the original purchase price of the covered product. We have submitted a concession for $50.00 (which is the original amount Mr. [redacted] paid for his unit) to be mailed to the address listed on file; no additional credit is owed. We ask to please allow 7-10 business days to receive the check.  Kind regards, Dyeisha [redacted]Customer Relations

Thank you for the opportunity to respond to [redacted]
complaint. Our records show on 4/13/14, [redacted] purchased the
[redacted] sofa and recliner and elected to purchase a 48-month
FurnitureGard Plan for the recliner only. [redacted]...

delivery was scheduled
and received in good order on 4/19/14; no damages were reported during
delivery.
We reviewed [redacted] complaint and found she contacted
our service department on 3/14/15 stating the arm on the recliner is coming
undone. A service appointment was scheduled for 4/1/15; during inspection
the serviceman found the rocker base was squeaking due to the back clips not
being attached and the left arm stitching coming undone. The servicemen
tighten the adjusted clips but found a new mechanism and arm cover needed
to be ordered to complete repairs. The parts were ordered through the
manufacture and shipped to [redacted] residence; once received she was
schedule to install parts on 5/13/15. During installation, the serviceman
was able to install the new mechanism but found the arm cover with holes
and needed to re-order a new arm cover though the manufacture. Once [redacted] received the arm cover she was scheduled for 7/8/15; however [redacted] requested to re-schedule her appointment. [redacted] was
contacted on 7/13/15 to re-schedule her appointment however; she refused to
set a date and stated will no longer be needing service therefore; her service order was cancelled.
At this time [redacted] recliner does not meet the
qualification for an exchange; [redacted] has received the additional part
needed to complete repairs. [redacted] may contact our Service
Department at [redacted] to schedule an appointment at her earliest
convenience. We attempt to schedule appointments that are convenient for
our consumers however; due to certain locations we are unable to guarantee
availability for some dates and time frames. We apologize for any
inconvenience [redacted] experienced during this process.    If we may be of further assistance, [redacted] may contact
our customer service department at [redacted].




 







Kind regards,
Dyeisha W[redacted]Customer Relations

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on July 29, 2016, Mr. [redacted] purchased a [redacted] refrigerator and elected to purchase a 48-month Repair Service Agreement.   We researched Mr. [redacted]’s service history and found he contacted us...

on August 18, 2016 stating the third small door did not close all the way. A service appointment was scheduled for August 18, 2016; during the inspection the technician a door gasket and bracket assembly was needed to complete repairs. Once we received the parts the technician was scheduled to install them on September 8, 2016.  After installing the new parts the technician found the door needed to be replaced. Conn’s HomePlus agreed to issue an even exchange due to the multiple repair attempts within 30 days of purchase. Mr. [redacted] has been contacted to scheduled delivery for his new refrigerator. We sincerely apologize for any inconvenience Mr. [redacted] experienced as a result of the delay.   If we may be of further assistance, Mr. [redacted] may contact us at 1-866-765-1513.   Kind regards,   Dyeisha W[redacted]

Thank you for the opportunity to respond to Mrs.
[redacted] concerns regarding her [redacted] account.  Mrs. [redacted] stated she was supposed to have
zero percent interest on her account; however, there is interest being assessed
on the account.
Mrs.
[redacted] made her purchase through...

[redacted]. 
The purchase did not qualify for the no-interest financing promotion
offered through [redacted].  We have
attached a copy of Mrs. [redacted]s signed authorization accepting the terms of the
financing through [redacted].  If Mrs.
[redacted] has any additional questions, we ask that he contact [redacted]
regarding his account, as Conn’s does not have access to any additional account
information.  Thank you,Cheryle Simmons

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.  
Contact Name: [redacted] Email: [redacted] Comments: I have a closed complaint however I'm still getting calls on paying a supposedly resolved and closed account at work. My complaint number was [redacted].
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.   Hello, Good morning,  YES, I did close it by mistake, an honest mistake, I sent a msg. to the Revdex.com as soon as I realized the mistake,  I spoke to a lady by the name of [redacted]  at Conn's and now I'm getting the run around about who is responsible for the Warranty, I truly don't understand why Conn's doesn't step up to the plate and get this problem resolved, This has been ongoing for 33 days as of today. If there is anything the Revdex.com can do or guide me in the right direction please do. Perhaps a persons name & phone # for upper management may help. NO MY COMPLAINT AGAINST CONN'S APPLIANCES INC. IS NOT SETTLED Regards,

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding a Conn’s account.    We are unable to locate a Conn’s account with the information provided.  We ask that Mr. [redacted] please provide an account number or a telephone number that is associated with the...

account in question so we may research his concerns further.    Conn’s appreciates Mr. [redacted] for bringing his concerns to our attention.     Thank you, Cheryle [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 7/7/16, Mrs. [redacted] purchased a [redacted] Upright freezer and elected to purchase a 48-month Repair Service Agreement Plan. Mrs. [redacted]’s freezer was delivered and received in good order...

on 7/9/16. We researched Mrs. [redacted]’s complaint and found she contacted our service department on 7/22/16 stating her freezer is not freezing and is making a loud noise. A service appointment was scheduled for 7/25/16; during the inspection the technician was unable to find a functional failure and reported he informed Mrs. [redacted] on proper operation and care. We show Mrs. [redacted] contacted service again on 8/2/16 regarding the same issue and was scheduled for8/5/16. However; the technician reported Mrs. [redacted] refused serviced and requested an exchange. Mrs. [redacted] was advised we would need to inspect the unit to determine if repair can be made but she refused therefore the service order was cancelled. Mrs. [redacted] contacted service on 8/10/16 to continue with repair needs and was scheduled for 8/12/16. The technician found the blade and fan motor needed to be replaced. The technician has ordered the necessary parts which are scheduled to arrive on 8/16/16. Once the technician installed the new parts we can determine what further actions may be required. At this time Mrs. [redacted]’s freezer does not meet the qualification for an exchange; we will continue with repairs. 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 [redacted] complaint. Our records show on9/20/16, [redacted] purchased a [redacted] 75” 4K Smart TV which comes with a 1-year limited manufacturer’s warranty; no additional coverage was purchased with Conn’s. [redacted] television was delivered and signed...

acknowledging the item was received in good order on9/24/16.   We researched [redacted] service history and found he contacted the service department on9/30/16(6 days after delivery) stating the television is not showing the full picture. A service appointment was scheduled for10/3/16; during the inspection the technician reported that the television panel has impact point damage to the unit. We have contacted [redacted] to discuss and address his concerns.   If we may be of further assistance, [redacted] may contact us at1-877-765-1513.     Kind regards,   Dyeisha W[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’ additional comments. As mentioned in our previous response, the sales representative stated Ms. [redacted] was made aware prior to her purchase that the television was a “sold as is” model. Mr. [redacted] mentioned in a previous response that they were told the television did not have the original box, owner’s manual or accessories included prior to completing the purchase therefore; we are unable to honor Ms. [redacted]’s request. Please be mindful that Ms. [redacted]’s television has been successfully repaired as of 7/26/16 and no further issue has been reported. If Ms [redacted] is in need of further assistance, she may contact our service department at 1-855-266-6349. We sincerely apologize for any inconvenience Ms. [redacted] experienced during this process. If we may be of further assistance, Ms. [redacted] may contact us at 1-866-765-1513 Kind regards, Dyeisha W[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  Our records show on4/01/16, Mrs. [redacted] purchased a [redacted] Furnishings ([redacted]) dinette set which consisted of four pieces (bench, (2) chairs, and table) that came with a limited 1-year manufacturer’s warranty. ...

Mrs. [redacted] was provided a copy of Conn’s Return & 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 **Mrs. [redacted] elected to have her items delivered; which was completed on4/03/16.   We researched Mrs. [redacted]’s complaint and found she purchased her dinette set with us in Arizona.  The proposition 65 label referenced in her complaint is for California residence and do not apply.   At this time we are unable to honor Mrs. [redacted]’s request to return or exchange her dinette set.  As mentioned Conn’s has a No Return & Exchange Policy on Furniture.    If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at1-877-358-1252.     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. Thank you Revdex.com for the mediation between me and Conn's. Hopefully they will honor their offer so we can close this complaint. I greatly appreciate all your help.[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.  
Problem:On [redacted] I purchased a Brand New Refrigerator by brand [redacted] from my local Conn's Appliance store. I purchased what was advertised to me as a new refrigerator for $1, 922.33. As a matter of fact, I even financed the total cost of this new refrigerator on a Conns' Credit card. Once the product arrived, it was not in its original packaging, and did not contain an owners manual, or user's guide. Not even a month after I purchased this merchandise, the product stopped functioning. Conn's Explained to me that they need to send a Conn's Repair Representative out to my home for inspection. Conn's then explained since the product was not purchased with this Conn's store Brand warranty, that the problem was out of their hands; and that I need to call Brand [redacted] to have them come out to inspect the product. In good faith I did so. The [redacted] Repair Representative informed me that the [redacted] Refrigerator that I purchased for almost $2,000 is in fact an old/ aftermarket refrigerator, with after market parts; SOLD AS NEW!!! The Refrigerator was even wrapped in plastic like new. Now it is [redacted], and there has been 2 Conn's Repair Representatives at my home, and a [redacted] Repairman and still I have no functioning Refrigerator. I still am paying over $100 a month for a new refrigerator that does not work. I have reached out to Conn's numerous of times to send me a replacement refrigerator. At this point, all I want is due to me as a paying customer... A FUNCTIONING REFRIGERATOR. ?This was filed with Revdex.com already case number [redacted]. I was still working with Conn's because I was told from a representative over the phone that since it was approved from Corporate all I have to do is go into the location that I purchased the refrigerator from and advise them that I want it picked up and they will schedule a time and date. I asked was she sure there was not going to be a problem and how would they know at the store that corporate okay'd the return she stated that it is noted on my account. Of course, when I got to the store they were unaware and the manager Israel stated they he would email corporate to have the system updated.TranslateDesired Settlement / OutcomeDesired Settlement:selectDesired Outcome:I would like my money back
Regards,

Thank you for the
opportunity to respond to Mr. [redacted]’s complaint. We reviewed Mr. [redacted]’s
complaint and found his food loss claim was approved for $137.24 due to a functional
failure with his refrigerator. The claim was processed and mailed on 7/24/15.  Mr. [redacted] contacted our Customer...

Service
Department stating the name on the check was incorrect.  Once the error was confirmed we ask Mr. [redacted]
to send the check back and a new check was reissued on 9/17/15.  Prior to receiving the new check, Mr. [redacted]
contacted us via social media stating he still had not received his food loss
check. During the conversation we were informed that Mr. [redacted] had moved to a
new residence but the check was already sent to his previous address. Mr. [redacted]
was informed we would stop payment on the check and re-issue another check. Mr.
[redacted] did provide his current address and we submitted another check request to
be mailed. Our records show on 10/14/15, we mailed Mr. [redacted] food loss check to
the address he provided via social media; we ask to allow 7-10 business days to
receive; no further credit is due.
We sincerely apologize for
any inconvenience Mr. [redacted] experienced during this process.
 If we may be of further assistance, Mr. [redacted]
may contact our customer service department at 1-877-358-1252.Kind regards,Dyeisha W[redacted]