Conn's Home Plus

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments.  As mentioned in Mrs. [redacted]’s response; a service appointment was scheduled for1/30/16.  However, due to another scheduling conflict Mrs. [redacted]’s service order was cancelled and rescheduled.  As of 2/09/16, Mrs. [redacted] is scheduled to have service completed on 2/27/16.  Mrs. [redacted]’s sofa is ONLY covered by the manufacturer warranty; no additional Furnituregard coverage was purchased to review other options.  As stated in Conn’s Return and Exchange Policy: If your product fails while under manufacturer’s warranty, Conn’s Factory Authorized Service will repair your product according to these warranties.  Once service has been completed and we have the serviceman’s report; we will be able to determine what further action will be needed. If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252. Kind regards,  Jana A[redacted]











2/27/2016






Complaint

Dear Ms. [redacted],
On November 11, 2015, I opened an account with Conn's Home Plus with next day delivery/no interest for 12 months. I purchased a Sofa, Recliner, Mattress set with a free box spring and a TV. Upon arrival of the merchandise which was suppose to be
the next day ended up being...

several days. When they finally delivered the furniture they told me sofa was damaged and could not be delivered, the recliner would not recline and the box spring was also defected. I refused everything. I asked them, "Why
did yall even come if every thing was damaged?"
On November14, 2015, I went back in the store to make another selection and was told the sofa was not in stock. I now believe they knew I would not get next day delivery and they noted they gave me the run around concerning delivery date. I decided to
purchase a Medium [redacted] Set with free box spring which was on sale. A couple of days after the mattress was delivered, l informed Omar, my salesperson the mattress was uncomfortable and too firm
because I suffered from a medical condition [redacted] and Migraines, and could not sleep comfortably. He told me his manager said I had to wait 30 days before I could exchange for a more softer mattress set.
After 30 days, on December 14, 2015, I went into the Conn's Home Plus Store at [redacted] to choose a softer mattress set and was told by Carlos the salesperson (Omar was off) since the same mattress set was not
on sell anymore I would have to pay regular price. I told him I only wanted to exchange for the Soft [redacted] Set , "Why should I have to pay regular price for the same mattress when it was on sale when I opened the
account and why did they tell I could exchange after 30 days? I didn't think it should have mattered since it was on sale when I opened the account. He also said in order to get another mattress I would have to pay regular price run my credit again and get
a new contract. I told Carlos they could arrange to pick the mattress up but he wanted me to talk with the manager Tyrone who wasn't available but would have him call me. The manager never called but Omar, my original salesperson called me on
December 15, 2015 to tell me his manager told him I could not exchange and they would not pick the mattress up. I then called Conn's customer service spoke with Keshonda, she told me the [redacted] manufacturer has a no refund/exchange policy. Spoke
to Samantha with [redacted] 1-800-697-3259 today. She said their policy has nothing to do with Conn's policy. I told Conn's I didn't want a refund because my first payment was due on December 14, 2015 and they had
nothing to refund, all I wanted was a softer mattress after I was told I could do so after 30 days. I feel I have conned and frauded by Conn's Home Plus.
Thank you for reviewing my complaint because I fell I have been conned by Conn's Home Plus.
Sincerely,
[redacted]







Desired Resolution

Unspecified

Consumer Business Dialog

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  Mr. [redacted] has been contacted regarding his concerns which were addressed and resolved.  Our records show Mr. [redacted]’s delivery was completed on 9/23/15; his ** high-efficiency washer, dryer, and (2) pedestals were received...

in good order.  Due to the lack of communication and delivery delay, Mr. [redacted] was offered and accepted a $170.00 (10% concession) towards his washer and dryer.  Mr. [redacted] was advised to visit his nearest Conn’s location to have the $170.00 concession processed to his Visa credit card.  We sincerely apologize for any inconvenience Mr. [redacted] has 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,Jana A[redacted]Customer RelationsConn’s Inc.

Thank you for the
opportunity to respond to Mrs. [redacted]’ additional concerns.  Mrs. [redacted]’ has been contacted regarding
her concerns.  Mrs. [redacted]’ will
discuss our offer with her daughter and give us a call back.
 
If we may be of further
assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252.
 
 
 
Kind regards,
 
Kathryn James

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 issue. The facts they are stating are incorrect. Also, I am not a man. The mattress was delivered on 10/4 to me damaged after I was told I was going to have a new one, different from the one they got at the warehouse on 10/3. After an additional day, I still got a damaged mattress and was told I would've given a discount (word they used) as well as a new mattress after 3 days.  I am not interested in doing business with Conn's and want the mattress off my account completely. The fact that they can't get their business in order is ridiculous. 
Regards,

Thank you for the opportunity to respond to [redacted] additional comments.  As listed in Conn’s Return & Exchange Policy – No Returns/Exchange on: Furniture, mattresses, décor & accessories unless inspected by a Conn’s Service Technician and found to have a manufacturer’s defect ** See exclusion below.  If your product fails while under manufacturer’s warranty, Conn’s Factory Authorized Service will repair your product according to these warranties.  Since [redacted] last response an exchange was approved on 11/30/15; she was issued a credit up to the original amount paid which was $1,099.99 to re-select a new mattress and box spring.   [redacted] exchange was submitted and approved under the Terms and Conditions of the manufacturer’s warranty which only covers the replacement/exchange of the product(s) and not a refund; no Furnituregard coverage was purchased through Conn’s to initiate a refund. At this time we are unable to honor [redacted] request to refund/credit her account; [redacted] exchange is still valid through 1/14/16.  [redacted] may visit her nearest Conn’s location to initiate her exchange and schedule delivery.  If [redacted] has any further questions or concerns regarding her warranty coverage; she may contact [redacted] directly at 1-888-557-3782.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]’s concerns regarding his accounts.  **.
[redacted] stated his accounts were supposed to be combined; however, they were
not.
 
We have...

spoken to **. [redacted] and instructed her to
return to the store to sign a replacement contract.  We have also
contacted the store to ensure both accounts will be combine
properly. Thank you,[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s additional comments. We spoke to Mr. [redacted] on 9/30/15 and addressed his concerns. If Mr. [redacted] is in need of further assistance, he may contact us at 1-866-765-1513. Kind regards, Dyeisha W[redacted]Customer Relations

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 10/17/16, Mrs. [redacted] purchased a [redacted] Top Mount refrigerator and elected to purchase 48-month Repair Service Agreement. We researched Mrs. [redacted]’s service history and found that she has three...

service calls with Conn’s. Mrs. [redacted] contacted service on 10/29/16 stating the seal on the freezer came off and is causing the unit to leak. A service appointment was scheduled for 11/2/16; during the inspection the technician found parts were needed for repair. Once we received the parts, Mrs. [redacted] was contacted on11/8/16, 11/9/16, 11/10/16 and 11/11/16 to schedule installation however; the service order was cancelled due to no contact. A new service order was created on 12/03/16 and Mrs. [redacted] was scheduled for installation on 12/09/16 however; no one was available during the scheduled appointment. Our service department attempted to contact Mrs. [redacted] on 12/14/16, 12/15/16 and 12/16/16 but was unsuccessful therefore; the service order was again cancelled. Our records show on 2/7/17, Mrs. [redacted] contacted our service department stating the door will not open or close on the refrigerator. A service appointment was scheduled for2/15/17 however; upon arrival the technician found that no one was available during the scheduled appointment. Mrs. [redacted] service appointment has been rescheduled and confirmed for 2/25/17; once the technician assess the unit we can determine what further actions are required. Although we are unable to honor Mrs. [redacted]’s request, we will continue with any covered repairs. Conn’s has made every effort to repair Mrs. [redacted]’s refrigerator in a timely manner however; she has not made herself available. 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 Mr. [redacted]’s concerns regarding accounts [redacted] and [redacted].  Mr. [redacted] stated he accepted an offer to combine his accounts; however, it has not been processed.    According to our records, Mr. [redacted] contacted our customer service...

department on April 1, 2016 inquiring about an option to combine his accounts.  The representative informed Mr. [redacted] that the combine process could take 30-60 days to complete and he would have to continue to make his minimum monthly payments on each account until the accounts were combined. She also informed Mr. [redacted] that account [redacted] was going to be due on April 27, 2016 and account [redacted] would be due on April 14, 2016. Mr. [redacted] stated he would visit his local Conn’s store to start the process.    On April 2, 2016, Mr. [redacted] visited his local Conn’s store and signed a retail installment contract in order to combine the two accounts.  The combine offer was rejected because we needed additional information.  We made several attempts to contact Mr. [redacted] to obtain the additional information; however, we were unsuccessful. On April 29, 2016 we mailed Mr. [redacted] a letter requesting the additional information.    On May 23, 2016 we were able to speak with Mr. [redacted] and obtain the additional information needed to complete the combine offer; however, at this time, Mr. [redacted]’s accounts were past due.  On June 11, 2016, Mr. [redacted] brought both the accounts to a current status and the combine offer is in process.    Please note, Mr. [redacted] will need to continue to make the minimum monthly payments on each account until the combine process has been completed.    Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.  Thank you, Cheryle [redacted]

Thank you for the opportunity to respond to Mrs.
[redacted]’ concerns regarding account #[redacted].  Mrs.
[redacted] stated she was supposed to have 12-months no-interest financing on her
account.
 
According to our records Mrs. [redacted] signed a 32-month
retail installment contract...

on May 24, 2014.  The products purchased by Mrs. [redacted] did not
qualify for the no-interest financing offer. 
We have attached a copy of Mrs. [redacted] signed
contract for her records.
 
We value Mrs. [redacted] as a customer and appreciate her
bringing her concerns to our attention.Thank you,Cheryle S[redacted]

Thank
you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records
show on 10/25/15, Mrs. [redacted] purchased a ** washer and dryer and elected to
purchase a 24-month Repair Service Agreement. Mrs. [redacted]’s products were
delivered and received in good order on...

11/1/15.
 
We
researched Mrs. [redacted]’s complaint and found she contacted our service
department on 12/7/15 stating the washer was not agitating or spinning. A
service appointment was originally scheduled for 12/9/15 however; Mrs. [redacted]
re-scheduled her appointment for 12/13/15. During the inspection the technician
found parts were needed to repair. Once the parts were received Mrs. [redacted]
was scheduled for installation on 12/19/15 however; during the installation it
was found that the incorrect parts were received and a new order needed to be
placed to receive the correct parts to complete the repairs. Our records show
there is a part delay therefore Mrs. [redacted] has been approved from an
exchange under the Terms and Conditions of the manufacturer’s warranty.
 
We
attempted to contact Mrs. [redacted] on 1/6/16 regarding her approval but were
unsuccessful and left a voice message. Mrs. [redacted] may visit her nearest
Conn’s location to initiate her exchange. We sincerely apologize for any
inconvenience Mrs. [redacted] experienced during this process.
 
If we may be of further assistance, Mrs.
[redacted]  may contact Customer Service at
1-877-358-1252.
 
Kind regards,
 
Dyeisha W[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. Our records show we mailed Mrs. [redacted] a copy of her general loan ledger on 8/25/15 to the address we have on file. We apologize if the information requested has not been received in a timely manner. We have attached a copy of Mrs. [redacted]’s invoice showing the warranty has been cancelled for the ** washer and dryer, ** French Door refrigerator and ** electric range. We have also attached a copy of Mr. [redacted]’s Loan Ledger which show we processed the following credits: $639.38 (warranty returned), $100 (price concession in lieu of gift card), and $166.86 (finance charge recalculation); no additional credit is due. Again, we sincerely apologize for any inconvenience Mrs. [redacted] experienced during this process. If we may be of further assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252. Kind regards, Dyeisha W[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.  No one from Conn's contacted either of us to discuss this issue, arrangements were in place to pick up the "new" microwave from the Lake Charles store on Tuesday, November 1st after 3 pm.  (He also stated if the microwave was not on the truck he would have someone go pick up)  At 12:20 pm [redacted] received a call from Conn's stating they would be delivering the microwave on Thursday, November 3rd.  Which at that time he stated one was to be picked up that day at the Lake Charles store.I called the Lake Charles store as instructed by the store manager to assure the microwave was sent via Conn's truck.  The manager stated he would call me as soon as he checked.  An hour later I called the store again asking to speak with the manager, but was put on hold for over 10 minutes.  I hung up calling back and asked if they could check the status, after being put on hold again, she stated the microwave had not arrived.  I had made arrangements to take off of work (again) to go pick up the "new" microwave.  After dealing with this issue, repairmen who seemed to not know how to replace parts and told you they had a more important customer to get to and could not and would not wait or accept your assistance to remove the microwave from the cabinet (but wanted to know what time husband would be home to have him assist) - customer service who put you on hold for extreme amounts of time then to transfer your call to a "billing department" which had nothing to do with service or repairs.  [redacted] was highly upset about this and stated he would prefer to return the microwave to Conn's.  They stated this could not be done.  But this was in fact done, Friday October 28th I returned to microwave to the Lake Charles Store and the manager credited/returned the cost of the microwave and the extended warranty to the original invoice.  He then added the new microwave to the invoice (same price as originally cost)Since the first microwave could and was credited/returned to the original invoice then the second could as well.  Also stated the first microwave was delivered only - yes it was and was plugged into existing wall outlet - there were no installation requiredFirst microwave worked for 3 months and stopped heating - first repairman ordered the parts but second repairman would not / did not know how to repariAgain no one from Conn's has called to discuss the issue with either of us
Regards,Suzanne Cormier

Thank you for the opportunity to respond to [redacted] concerns regarding account [redacted] stated he scheduled his payment online but it attempted to process from his closed account.    According to our records, [redacted] scheduled a payment in the amount of $186.34...

on December 5, 2015.  That payment was returned by his financial institution due to the account being closed.  [redacted] notified us on December 6, 2015 that he thought he scheduled the payment from the incorrect account.  We were unable to assist him at that time because the payment had not yet been returned. On December 11, 2015 the payment was returned by [redacted] financial institution due to the account being closed.  On December 20, 2015 [redacted] scheduled a payment for $50.00 and a payment for $136.34.  This left an outstanding balance of $30.00 due to the NSF fee. As a one-time offer and a gesture of goodwill, we will accept the amount paid and close the account.    Conn’s values [redacted] as a customer and appreciates him for bringing his concerns to our attention.   Thank you, Cheryle S[redacted]

Thank you for the opportunity to respond to [redacted]’s complaint. Our records show on [redacted].
[redacted] purchased the [redacted] dining set which consist
of  five pieces ( dining table and four
chairs) with a 1-year limited manufacturer’s warranty.
 
On...

[redacted], we attempted to contact [redacted] to discuss her
concerns however; we were unsuccessful in our attempts. After further review
and research of **. [redacted]’s complaint, Conn’s has agreed to exchange her
dining set. We sincerely apologize for any inconvenience [redacted]
experienced as a result of delay.
 
 
If we may be of further assistance, [redacted] may contact us at
[redacted].
 
 
[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.

Thank you
for the opportunity to respond to Mrs. [redacted]’s compliant. Our records show on
4/28/15, Mrs. [redacted] purchased a [redacted] washer with a 1-year limited
manufacturer’s warranty.
 
After
reviewing Mrs. [redacted]’s service needs, Conn’s has agreed to issue an exchange
on her washer....

Mrs. [redacted] will be contacted by our Conn’s delivery team to
schedule a date to receive her new washer. We sincerely apologize for any
inconvenience Mrs. [redacted] experienced during this process.
 
If we may
be of further assistance, Mrs. [redacted] may contact our Customer Service
department at [redacted].Kind 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.  Reading the response from Conn's, I still do not agree with what they are saying.  According to the ledger they provided, it states the Original Loan AMount: 2559.00.  That is incorrect, according to my receipt my orginial loan amount (including the insurance, which was later removed) was 1964.00.  that is the amounti financed.  The amount provided by Conns, 2559.00, that includes finance charges totaling 595.00, for a 30 month payment plan.  I have already paid 1000, and would have paid it in full had the amount been correct, so why am I being charged for the full amount of the finance charges?  All of my credits and what nots should have been subtracted from teh 1964, not the 2559.  This is unfair to be charged for interest that I have not used, since I would have paid it off within a month, but since my totals are not correct it has moved it from one month to almost 3 months.  Regards,
[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on 9/11/15, Mr. [redacted] purchased a [redacted] King mattress and received two free [redacted] King/Twin XL box springs with his qualified purchased. Mr. [redacted] mattress and box springs were delivered and...

received in good order on9/12/15. Conn’s delivery team assembled the mattress and box springs on a bed frame previously owned by Mr. [redacted]; no frame was purchased with Conn’s. Mr. [redacted] contacted our service department on 2/6/16 stating the mattress is sinking in on one side. A service appointment was scheduled for 2/16/16; during the inspection the serviceman found the mattress had a ½’ body impression and no center support. Mr. [redacted] has been advised that his mattress does not meet the qualification for an exchange under the Terms and Conditions of the manufacturer warranty or FurnitureGard Plan purchased. As outlined in [redacted]’s warranty T & C’s; Queen and King size mattresses must have appropriate frame with center support. Sagging or body impression greater than 1 ½’ will only be covered if the mattress has been continuously supported by matching  or equivalent box springs and used with appropriate frame.   At this time we are unable to honor Mr. [redacted] request for an exchange; based on the serviceman’s report the mattress had a ½’ body impression with no center support. We suggest Mr. [redacted] make the appropriate adjustments on his bed frame to ensure the mattress and box springs or being used properly. Once the adjustments have been made, Mr. [redacted] may contact our service department to schedule an appointment if he continues to have any issues.    If we may be of further assistance, Mr. [redacted] may contact Customer Service at1-877-358-1252. Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on3/4/16, Mrs. [redacted] purchased a 65” ** 4K Curve TV and elected to purchase a 25-month Repair Service Agreement Plan.   We researched Mrs. [redacted]’s service history and found she contacted us on9/26/16stating the...

unit has a black screen. A service appointment was scheduled for10/3/16; during the appointment the technician found a new main board and panel was needed to complete repairs. We show both parts were ordered through the manufacture however; the parts were not scheduled to arrive until10/28/16. Our service department attempted to locate the parts locally in order to expedite repairs but was unsuccessful. We submitted an exchange request to the manufacture  however the part became available and the request was denied. Our service department contacted Mrs. [redacted] to schedule an installation date but Mrs. [redacted] informed the representative that she would need to speak to someone before scheduling.   Although we are unable to honor Mrs. [redacted]’s request; we will continue with any necessary repairs that are covered. Mrs. [redacted] may contact our service department at1-855-266-6349at her earliest convenience to schedule a installation date.   If we may be of further assistance, Mrs. [redacted] may contact us at1-866-765-1513.     Kind regards,   Dyeisha [redacted]