Conn's Home Plus

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  We sincerely apologize to Mr. [redacted] for his experience and any inconvenience that has been caused regarding this matter.  Mr. [redacted] has been contacted and agreed to our resolution.  Again, we sincerely apologize to...

Mr. [redacted] for his experience. We have included supporting documents in our response. If we may be of further assistance, Mr. [redacted] may contact Customer Service at 1-877-358-1252.  Kind regards, Jana [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.  At this point it is obviously seen here that Conn's is making a point to not take care of this matter all of these documents are just standard documents and none of these support anything! There delivery guy took a picture of the dishwasher that was delivered that sat in my kitchen at the time I was on the phone with his manager that told me he was going to take care of this whole situation who has just pawned it off on to other people who in return everyone else has done the same thing and no one has DONE ANYTHING TO RESOLVE IT AND STILL HASN'T! a serial number on the dishwasher isn't going to verify that it was brought out to my house in new or used condition. If you get online and [redacted] and Revdex.com and look at your complaints I am not the only one dealing with these types of problems and Conn's refuses to handle their customer service issues.Secondly, why would we waste another day of a works pay to sit here and wait a Conn's to send another service tech out to look at this dishwasher after we have already called [redacted] ourselves! I am not sure where you are getting your information from and I am not seeing any documents attached here either. As far as the stove range goes it was the first VIABLE COMPLAINT made with Brian the day after delivery of all three pieces we purchased and if it wasn't a VIABLE COMPLAINT we wouldn't have received a credit on the price of it! This company really has a lot of work to do and the CUSTOMER SERVICE HAS THE MOST IMPROVEMENT. This is the last opportunity honor us to exchange this dishwasher immediately or else I am going to take this to the next level, because I WILL NOT PAY FOR A USED NOT PROPERLY FUNCTIONING DISHASHER THAT I AM BEING CHARGED A NEW FULL PRICE FOR!!! I have went above and beyond, I have been kind and patiently waited for this ridiculous company to handle my situation in a fair professional manner and now its the end of the straw. It just amazes me that a NEW COMPANY in the area would stoop this low and risk this negative publicity  for something this small with someone hey have no idea who I am or know in this town. A company should never be willing to not solve their customer complaints to a positive outcome for all their customers not matter the circumstances, because their customers are the life of their business. This is a statement I always train my employees with and we have always been successful company!We strive to go above and beyond to please our customers and I guess I feel that I should get the same treatment wherever I go.I look forward to Conn's response.
Regards,
[redacted]
 











9/28/2015






Complaint

My grandmother called in to Conn's on August 3rd, 2015 to make a payment to her account. The representative she spoke to somehow accessed my account, which is under a different name and accounts numbers, and made an unauthorized payment to my accounts with her credit card number. The representative...

also set up automatic payments to my account using her debit card. Since then, she has been getting harassing collection calls every day because the payments have been getting applied to the wrong account. She has also gotten charged late fees by the company. Conn's has so far been unable to correct the issue and hasn't given an explanation as to how she was able to call in and access my account over the phone when my grandmother didn't have my account numbers.







Desired Resolution

I would like the payments that were applied to my accounts on 8/3 and 9/1 in the amounts of $56.84 and $58.93, respectively, credited to her account so her account can be brought current and she will stop receiving collection calls. She also needs to be credited back for any late fees incurred.

Consumer Business Dialog

Thank you
again for the opportunity to respond to **. [redacted]’s concerns regarding his
account.
 
On [redacted], [redacted]. [redacted]
called our automated system and obtained a payoff balance of $1834.68.  On [redacted], [redacted]. [redacted] made a payment
of $1684.68.  This left an outstanding
balance of $150.00 remaining on the account. 
**. [redacted] called out automated system again on [redacted], [redacted] and
[redacted], [redacted] and was notified both times that there was an outstanding
balance of $150.00 remaining on the account. 
**. [redacted] called the automated system once more on [redacted], [redacted] and
received a payoff quote of $164.62 because the account had begun to accrue
interest.
 
**. [redacted] financed a total of
$3639.40. This included $3171.70 for the product and $467.70 for property
insurance. He paid $3183.06.  The
insurance would have been prorated if he paid the account off with in the
12-month promotion; however he shorted the quoted payoff by $150.00.  **. [redacted] called the automated system on
several occasions after he submitted the payment for $1684.68 and was aware
there was still an outstanding balance on the account.  
 
**. [redacted] stated he faxed in a
copy of his homeowner’s insurance on two different occasions; however, we have
not received proof of insurance. 
 
We are unable to process **.
[redacted]’s request to reinstate the no-interest financing because the account
balance was not paid in full before the end of the 12-month no-interest
financing promotion.

Thank you for the opportunity to respond to Ms. Holiday’s concerns regarding receiving flyers. Ms. Holiday stated she no longer wishes to receive promotional offers from Conn’s.   We have removed Ms. Holiday’s information from our promotional offers.  Please note, Ms. Holiday may receive...

a promotional offer within the next 14-21 days as some offers may have already been sent.  We ask that Ms. Holiday please ignore any offers she may receive in that time.   Conn’s appreciates Ms. Holiday 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.  ----I ABSOLUTELY DO NOT AGREE WITH CONN'S RESPONSE TO MY COMPLAINT AND COMPLETELY REJECT IT!!!I did not find out that Conns was even going to come out with the correct parts until THAT DAY!!!! AND I ALREADY WENT OUT OF TOWN ON VACATION.  2- Mr. [redacted] has been contacted by a member of management regarding his concerns; ----- THIS IS AN ABSOLUTE LIE!!! NO MANAGER HAS EVER CALLED ME BACK AT ALL AND THE REASON I WAS ABLE TO SPEAK TO A MANAGER IS BECAUSE I WENT TO THE ACTUAL STORE AND SAT THERE UNTIL A MANAGER HELPED ME!!! 3- Mr. [redacted]’ dryer does not meet the qualification for an exchange at this time due to the reschedules initiated by the customer. ----THIS IS AN ABSOLUTE LIE !!! I HAVE NEVER EVER RESCHEDULED ANY TYPE OF REPAIR WITH CONNS!!! EVER !!!! HOW DARE A COMPANY LIKE THIS IS LYING ABOUT A VETERAN OF THE US THAT SERVED IN THE ARMY AND I AM COMPLETELY DISABLED.  I HAVE NO REASON TO LIE AND I AM ALWAYS HOME.  The technician “Jerry rigged” the timer for it to work. All the dryer did was spinning the drum and not producing heat to dry the clothes. I AM PAYING MORE FOR MY SERVICE CONTRACT - WARRANTY THAN I DID ON MY DRYER ALL TOGETHER.  CONN'S REPAIR MEN HAVE TOLD ME THAT THEY COULD NOT GET THE PARTS AND THEY DID NOT KNOW WHAT TO DO.  I AM A DISABLED VET AND I DESERVE TO HAVE THE SERVICE THAT I PAID FOR!!!! I have been with Conns for over 7 years!!!ALSO, PER CONNS THEY STATED THAT A WOMAN BY THE NAME OF MS [redacted] CALLED AND CANCELED MY APPT FOR REPAIR THAT DAY!!! THAT IS JUST A STRAIGHT LIE ... I AM NOT MARRIED, OR HAVE A GIRLFRIEND OR ANY WOMAN IN MY HOME...WHEN I CALLED THE REPAIR TECH HE SAID THE ---HE---- CALLED THE WRONG NUMBER!!! I HAVE BEEN TREATED VERY POORLY AND I BELIEVE DISCRIMINATED AGAINST DUE TO MY AGE OR WHO I AM.  I CALLED AND CALLED CORPORATE TOO AND ACTUALLY LET THE PHONE RING OVER 30MIN WITH OUT ANYONE ANSWERING THE PHONE  Our records show on 4/27/16, Mr. [redacted] purchased a ** washer and dryer and elected to purchase 48-month Repair Service Agreement Plan. We researched Mr. [redacted]’ complaint and found that he first contacted our service department on 6/22/16 stating his dryer is making a squeaky noise. A service appointment was scheduled for 6/25/16.  During the inspection, the technician found the vent was blocked and was able to remove the blockage to complete minor repairs. Our records show on 4/27/16, Mr. [redacted] purchased a ** washer and dryer and elected to purchase 48-month Repair Service Agreement Plan. We researched Mr. [redacted]’ complaint and found that he first contacted our service department on 6/22/16 stating his dryer is making a squeaky noise. A service appointment was scheduled for 6/25/16.  During the inspection, the technician found the vent was blocked and was able to remove the blockage to complete minor repairs. Mr. [redacted] contacted our service department again on 9/8/16 regarding the same issue. A new service appointment was scheduled for 9/9/16. During the inspection, the technician found parts were needed to complete the repair. Once we received the parts, Mr. [redacted] was scheduled for installation on 9/16/16. The technician installed a new bearing top, sleeve bearing and drum to complete repairs. Our record show Mr. [redacted] last service call with Conn’s was received on 6/5/17 stating the dryer is not drying his clothing. A service appointment was scheduled for 6/13/17. During the inspection, the technician found parts were needed for repair. Once we received the parts, Mr. [redacted] was scheduled for installation on 7/6/17.  However; upon installation, the technician found the incorrect parts were received and had to re-order the correct parts. We received the correct parts from the manufacturer, and Mr. [redacted] was scheduled to have all parts installed on 7/21/17.  On the day of service, someone called in and identified herself as Mrs. [redacted] and requested to reschedule for the following weekend.  Mr. [redacted] called 7/22/17 and requested to reschedule service for the morning of 8/4/17 because he was going to be out of town. At this time Mr. [redacted]’ dryer does not meet the qualifications for an exchange. We will continue with any covered repair needs and listed under the Terms and Conditions of the repair Service Agreement Plan. We sincerely apologize for any inconvenience Mr. [redacted] may have experienced as a result of the delay.                 Conn’s values Mr. [redacted] as a customer and appreciates him for bringing this matter to our attention.2)    Mr. [redacted] has been contacted by a member of management regarding his concerns; and3)    Mr. [redacted]’ dryer does not meet the qualification for an exchange at this time due to the reschedules initiated by the customer. Our records show on 4/27/16, Mr. [redacted] purchased a GE washer and dryer and elected to purchase 48-month Repair Service Agreement Plan. We researched Mr. [redacted]’ complaint and found that he first contacted our service department on 6/22/16 stating his dryer is making a squeaky noise. A service appointment was scheduled for 6/25/16.  During the inspection, the technician found the vent was blocked and was able to remove the blockage to complete minor repairs. Mr. [redacted] contacted our service department again on 9/8/16 regarding the same issue. A new service appointment was scheduled for 9/9/16. During the inspection, the technician found parts were needed to complete the repair. Once we received the parts, Mr. [redacted] was scheduled for installation on 9/16/16. The technician installed a new bearing top, sleeve bearing and drum to complete repairs. Our record show Mr. [redacted] last service call with Conn’s was received on 6/5/17 stating the dryer is not drying his clothing. A service appointment was scheduled for 6/13/17. During the inspection, the technician found parts were needed for repair. Once we received the parts, Mr. [redacted] was scheduled for installation on 7/6/17.  However; upon installation, the technician found the incorrect parts were received and had to re-order the correct parts. We received the correct parts from the manufacturer, and Mr. [redacted] was scheduled to have all parts installed on 7/21/17.  On the day of service, someone called in and identified herself as Mrs. [redacted] and requested to reschedule for the following weekend.  Mr. [redacted] called 7/22/17 and requested to reschedule service for the morning of 8/4/17 because he was going to be out of town. At this time Mr. [redacted]’ dryer does not meet the qualifications for an exchange. We will continue with any covered repair needs and listed under the Terms and Conditions of the repair Service Agreement Plan. We sincerely apologize for any inconvenience Mr. [redacted] may have experienced as a result of the delay.                 Conn’s values Mr. [redacted] as a customer and appreciates him for bringing this matter to our attention.
Regards,

Thank you for the opportunity to respond to Mr. H[redacted]s
complaint. We received Mrs. [redacted]’s complaint and found that her issue has
been addressed. Our records show on 1/9/16, Mrs. Huff-[redacted] was delivered
and received a new sofa. We attempted to contact Mrs....

Huff-[redacted] on 1/21/16
to verify if she is satisfied with her new sofa but were unsuccessful and
left a voice message.

We sincerely apologize for any inconvenience
Mrs. Huff-[redacted] experienced as a result of the delay.

If we may
be of further assistance, Mrs. Huff-[redacted] may contact Customer Service at
1-877-358-1252.
 
Kind regards,
 
Dyeisha W[redacted]

Thank you for the opportunity to respond to [redacted] additional comments. Upon delivery; [redacted] refused delivery stating
the refrigerator was not in the same condition as inside the store and
requested the item be returned. The refrigerator was returned and a full credit
of $4,070.70 was submitted to cancel [redacted]’s invoice; no account has been
setup due to merchandise was never received.  As mentioned in our previous
response(s), [redacted] purchased a floor
model refrigerator and has been advised that we no longer have another “floor model” refrigerator available. As
previously stated, we are unable to offer [redacted] a new factory sealed
refrigerator for the same price she was offered for the floor model she
originally selected.
 
As of 4/11/15; [redacted] credit application with
Conn’s has been cancelled due to the application has gone unused for more than
45 days. If [redacted] would like to make an additional purchase with Conn’s she
would need to submit a new credit application.
 
[redacted] has rejected our offer to receive $100
gift card to use towards a new purchase; at this time we are unable to offer
any additional compensation.
 
 
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 Mr. [redacted]’s concerns regarding account [redacted].  Mr. [redacted] stated he would like a price match on his television, the insurance removed from his account and his “cash=option” reinstated.    According to our records, Mr. [redacted] signed...

a 32-month retail installment contract on January 9, 2016.  That contract included our 12-month no-interest financing promotion (“cash-option”).  Per the terms of the “cash-option,”  the “cash-option is void if the required monthly payment is not paid within 10 days of each month’s due date or the unpaid portion of the Total Cash Option is not paid within 10 days of the expiration date of January 9, 2017.  Mr. [redacted]’s total “cash-option” price was $6600.54.  This amount included $6565.98 for the merchandise and $34.56 for property insurance.  Mr. [redacted] paid a total of $6231.59 on the account on or before the “cash-option” expiration date.  Since the “cash-option” terms were not met, the original terms and conditions found in the retail installment contract replaced the “cash-option” addendum.  We have included a copy of Mr. [redacted]’s payment history and signed “cash-option” addendum for his records.    Mr. [redacted] also stated he was charged an additional $200.00 for property insurance.  The total amount charged for property insurance was $92.10.  Due to this being a secured retail installment contract, the merchandise must be insured with property insurance, either purchased through Conn's or provided by the customer under their own homeowner's or renter's policy until the contract is paid in full. In the event the customer has an alternative insurance policy, they are able to send that policy into our insurance department to receive full credit if presented within 30 days of the purchase date or prorated if after this time as long as the declaration pages shows coverage from the date of purchase to the present date. Our records do not indicate that we have received proof of insurance from Mr. [redacted].  He may fax a copy of his homeowner’s or renter's insurance declaration page to our insurance department at 855-593-5465. We ask that Mr. [redacted] please note his account number on the fax for faster processing.   Additionally, Mr. [redacted] stated he inquired about a price match on his television and it was denied.  Our records indicate that the television Mr. [redacted] purchased went on clearance.  Our Low Price Guarantee excludes clearance offers.    Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  As stated in our previous response our records indicate that his signed invoice verifies that he received a copy of Conn’s return and exchange policy. We have also confirmed that Mr. [redacted] signed a voluntary repossession form and returned the television to our Conn's located in Gastonia, NC. At this time Mr. [redacted] is will still be responsible for any residual balance remaining on the account.    Kind regards, Kristal [redacted]

Mr. [redacted] will receive a written response, mailed to the address we have on file within 30 business days of the investigation being completed.

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.  Sent: Sunday, January 17, 2016 3:01 PM Subject: Re: You have a New Message from Revdex.com Regarding...

Complaint #[redacted]Dear [redacted] : This message is in regard to your complaint submitted on 12/28/2015 against Conns Appliance, Inc..  Your complaint was assigned ID [redacted]. You recently filed a complaint on the above mentioned company.  The last we heard from you the issue was not resolved.  Please provide us with an update and advised which items (if any) remain unresolved. Please complete and return it as soon as possible. Are the issues resolved?   No If no, what issues remain outstanding? No one has tried to reach out to me concerning a replacement mattress, but I'm sure they will be calling for a payment very soon. Did you ever file your case through the court system?  No I have no filed a case through the courts.   Signature: [redacted]  Date: January 17, 2016

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding account [redacted]. Mr. [redacted] stated he paid his account balance in full, but the account remains opened.   According to our records, Mr. [redacted] signed a 34-month promissory note and security agreement on February 21,...

2017.  He paid the account balance in full on March 20, 2017.  Due to a system issue, Mr. [redacted]’s account did not immediately close.  As of April 10, 2017, Mr. [redacted]’s account has been closed with no late fees or delinquent credit marks.   Mr. [redacted] will receive a close-out letter in the mail within 30-days of the account closing date.   Conn’s values Mr. [redacted] as a customer and apologizes for any inconvenience he experienced due to this matter.

Thank you for the opportunity to respond to Mr. [redacted]'s concerns regarding collection calls he has received.  According to our records, the telephone number Mr. [redacted] provided was linked to a Conn's account in error.  We have placed a cease communication on the telephone number...

provided.We appreciate Mr. [redacted] for bringing his concerns to our attention and sincerely apologize for any inconvenience he may have experienced due to this matter.   Thank you, Cheryle S[redacted]








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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.  
[This agreement was signed before the store employees handled my tv and put it in my vehicle I have no way of know that the tv was not broken by the handling by store employees after being expected by me. I feel that this is bad business etiquette and I have been doing business with Conns for a few years now and until this experience I was very satisfied with the service I receive.
Regards,

Thank you for
the opportunity to respond to **. [redacted]’s concerns regarding account
#[redacted].  **. [redacted] stated he was
charged double for his products and for the Repair Service Agreement.  He also stated we picked up the product and
he was not credited in...

return.
 
According to
our records, **. [redacted] signed a 32-month retail installment contract on
[redacted].  This contract included
a [redacted] Sofa, a [redacted] Loveseat, the repair service agreement on both
items, a [redacted] cocktail table, two [redacted] end tables, a 32” tv that he
received for free due to a promotion, and delivery.
 
**. [redacted]
received an invoice credit in the amount of $[redacted] for the cocktail table and
the end tables on [redacted].  He
received another invoice credit in the amount of $391.73 for the pro-rated amount
of the repair service agreements on [redacted], as well as a delivery
credit in the amount of $139.99 on [redacted]. 
 
After further
review, we credited **. [redacted]’s account an additional $58.25 for repair
service agreement as a one-time offer and a goodwill gesture. 
 
We are
obligated to provide accurate information to the credit bureaus and are unable
to remove any credit marks earned by **. [redacted].  We have provided a copy of his signed retail
installment contract as well as his payment history for his records. 
 
We value **.
[redacted] as a customer and appreciate him bringing his concerns to our
attention.  Thank you,[redacted]

mso-fareast-font-family:"Times New Roman"">Thank you for the opportunity to
respond to [redacted]’s complaint.  We researched his concerns and found
his refrigerator was repaired on [redacted].  We followed up with **.
[redacted] on [redacted]; during the
conversation Conn’s offered to credit his account $[redacted] due to the service
delay and food loss.  We asked that [redacted] please allow 7-10 business
days for the credit to post to his Conn’s account.  We sincerely apologize
to [redacted] for the experience and any inconvenience that was caused as a
result of a part and service delay.   
 
If we may be of further
assistance, [redacted] may contact our Customer Service Department at [redacted].


 
Sincerely,
 
[redacted]










2/13/2015






Complaint

We bought two power recliners and a power recliner love seat from Conn's in [redacted] ([redacted]). The initial delivery date was set for [redacted]. We received a telephone call from the store manager, [redacted], to see if Conn's could deliver the furniture sooner. We agreed to have the...

furniture delivered on [redacted]. On [redacted], Conn's delivered three pieces of furniture, two power recliners and a loveseat. One of the recliners was damaged (it had a large stain on the back cushion.) We told the driver we would not accept the chair because it was damaged. He called the warehouse and an unknown person asked if we would take a discount for the chair. We stated we wanted a new chair. Conn's agreed to deliver another chair the following day. On [redacted], Conn's again delivered a replacement chair. However, this chair did not have a power cord to connect to the wall. The chair was a "power recliner" and needed to be plugged into an outlet. Once again, the driver called the warehouse and Conn's stated they would deliver a power cord the following day. However, we ultimately decided we did not want the chair. Conn's did not deliver the power cord the next day, [redacted]. We called Conn's and requested that they come pick up the chair because it did not have a power cord and therefore, we could not use the chair. Conn's has refused to come pick up the chair or deliver a power cord. We have a chair that we can not use and Conn's is refusing to return and pick up the chair. We spent a substational amount of money for the chairs and loveseat. We have called the store manager, [redacted], multiple times, however he stated he would have to contact the District Manager. We have called the warehouse and spoke to the manager, [redacted], who also stated she would look into the matter and call us back. We have contacted Conn's Corporate offices as well, trying to resolve this matter. All we receive as feed back is someone will call you. No one seems to want to help us.
Product_Or_Service: [redacted] power recliner (2) and power loveseat
Order_Number: [redacted]







Desired Resolution

DesiredSettlementID: Other (requires explanation)
We want Conn's to return to our home and pick up the chair that does not work. We have a $[redacted] chair in our basement that we can not use because it does not have a power cord. We want the $[redacted] credited to our account.

Consumer Business Dialog

Based on the additional information provided we were able to
confirm a purchase was made under [redacted] and a credit was applied to
the original card on 8/3/15.  If the credit
has not posted to Ms. [redacted] credit card we ask that she contact her bank
directly for more information.  We have
included a copy of the credit slip dated 8/3/15.
Kind regards,
Kathryn [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on5/28/16, Mrs. [redacted] purchased a [redacted] French door refrigerator which comes with a 1-year limited manufacturer’s warranty; no additional coverage was purchased. Mrs. [redacted] refrigerator was...

delivered on5/29/16and signed acknowledging she received the items in good order.   We researched Mrs. [redacted]’s service history and found she contacted our service department on6/22/16stating her refrigerator is not working properly. A service appointment was scheduled for6/23/16, the technician reported multiple issues were found with the refrigerator and submitted a request through the manufacture to have the unit exchange. However; the request was denied and we were advised to continue with service needs. Mrs. [redacted] service appointment was scheduled with a 3rdparty service provider ([redacted]) to continue with repairs. We show Mrs. [redacted] called in stating the technician from [redacted] showed up without notice and she is unhappy with provider as they have bad review. Mrs. [redacted] requested an exchange but was informed the unit did not meet qualifications at this time. On8/10/16, Mrs. [redacted] contacted our service department again stating the refrigerator is making a loud noise. A service appointment was scheduled with a Conn’s technician on8/11/16. The technician stated he contacted the manufacturer while at Mrs. [redacted]’s residence in attempts to get the unit as they were not satisfied with repair needs. However; the manufacturer denied the request again and scheduled an appointment with their service technician to re-assess the unit. Our records show on8/29/16, the manufacturer approved an even exchange which was scheduled to be delivered on 8/30/16.  When we spoke with Mrs. [redacted] she requested to reschedule delivery for 9/2/16. We sincerely apologize for any inconvenience Mrs. [redacted] experienced during this process.   If we may be of further assistance, Mrs. [redacted] may contact us at1-866-765-1513   Kind regards,   Dyeisha W[redacted]

Thank you for the opportunity to respond to [redacted]
complaint.  Our records show on 7/29/14, [redacted] purchased a [redacted]...

microwave with a (limited 1-year
manufacturer warranty) which does not cover installation.  [redacted]
declined to purchase any additional RSA coverage on his OTR microwave.  The
OTR microwave was delivered and installed on 7/31/14.
 
Our records show [redacted] has been contacted and Conn’s has
agreed to reinstall her microwave as a gesture of goodwill. We show the
microwave was re-installed on 5/31/15
and [redacted] signed her delivery/installation receipt acknowledging the microwave
was reinstalled in good order.
 
Although we are unable to honor [redacted] request to exchange
her microwave; we have completed the reinstallation as a courtesy. 
 
If we have be of further assistance [redacted] may contact us at
[redacted].
 
We have included a copy of [redacted]'s signed
delivery/installation receipt in our response.
 
 
Kind regards,
 
Jana [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s
complaint.  Mrs. [redacted] has been contacted and her concerns have been
addressed. Our records show an exchange was approved for Mrs. [redacted] on 6/05/15to replace her mattress; Mrs. [redacted] was given a credit up
to the original...

amount paid.  We show Mrs. [redacted] chose a washer instead
which was delivered and received on 6/07/15in good order.  We sincerely apologize for any
inconvenience Mrs. [redacted] has experienced during this time.
If we may be of further assistance, Mrs. [redacted] may contact
our Customer Service Department at 1-877-358-1252.
 Kind regards,
 
Kathryn J[redacted]