Thank you for the opportunity to respond to Mrs [redacted] ’s complaintOur records show on 2/12/16, Mrs [redacted] purchased a Samsung washer and dryer and elected to purchase a 24-month Repair Service Agreement PlanWe researched Mrs [redacted] ’s complaint and found that she contacted our service department on 4/04/stating that her dryer is making noise and has a whole in the drumA service appointment was originally scheduled with our 3rd party service provider [redacted] for 4/6/however; there was a glitch in their system which caused Mrs [redacted] ’s work order to show the repairs as being completedTherefore; we setup a new service appointment to have a Conn’s technician assess the dryer on 4/12/During the inspection the technician found a new drum assembly is needed to complete the repairsMrs [redacted] has been contacted and made aware that we have rushed the part order to expedite repairsOnce we received the part we will contact Mrs [redacted] to schedule installationWe sincerely apologize for any inconvenience Mrs [redacted] experienced as a result of the delayIf we may be of further assistance, Mrs [redacted] may contact Customer Service at 1-877-358- Kind regards, Dyeisha [redacted]
Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Mrs***’s concernWe have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that recordAs a reminder, Mrs [redacted] may contact Conn’s regarding questions by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com Mrs [redacted] has stated in the complaint: She put in a service request online and was notified the service date was for 2/6/but was later informed it was for technical assistance; She received a phone call asking for the serial number to replace the television but has not heard back regarding replacement; andShe is requesting a replacement for a different television Our investigation reveals that: Mrs***’s requested service through our online website and her appointment she was scheduled for 2/6/to have a technician diagnose repair needs remotely; Mrs [redacted] was contacted by her sales representative to correct the serial number that was entered incorrectlyHowever; an exchange was not approved at that time; andAt this time Mrs***’s television does not meet the qualifications for an exchange Our records show on 11/24/17, Mr [redacted] purchased a 65” [redacted] 4K TV and elected to purchase a 24-month Repair Service Agreement PlanMr [redacted] elected to pickup his television from his local Conn’s and signed his pickup slip acknowledging the item was received in good order We researched Mrs***’s complaint and found that she contacted our service department on 11/29/stating that the television keeps turning off and the software is not updatingA service appointment was scheduled for 11/30/During the inspection the technician found parts were needed to complete serviceOnce we received the parts Mrs [redacted] was scheduled for installation on 12/6/The technician reported he installed a new PCB main board and function switch to complete the repairs Our records show Mrs [redacted] submitted a service request online and was scheduled to have a technician attempt diagnoses on 2/6/However; Mrs [redacted] stated she was informed a technician would be out to her home to assess the unitWe scheduled a technician to go out on 2/12/During the inspection the technician found parts were needed to repair the televisionWe show that parts arrived on 2/21/and Mrs [redacted] is currently scheduled for installation on 2/22/Once the technician installs the new parts we can determine what further actions may be required Although Mrs***’s television does not meet the qualifications for an exchange at this time, we will continue with any covered repairs Conn’s value Mrs [redacted] as our customer and appreciates her for bringing this matter to our attention Sincerely, Conn’s Inc
Thank you for the opportunity to respond to [redacted] complaintOur records show on 3/21/16, ** [redacted] purchased the [redacted] living room furniture which consist of three pieces (sofa, loveseat and recliner), [redacted] Trayer TV console and fireplace, a [redacted] 55” Smart TV and received a free 32” [redacted] TV with his qualified purchase [redacted] delivery was scheduled for 3/26/however; upon confirming delivery time ** [redacted] informed the delivery team that the address was incorrect** [redacted] was made aware he would need to return to the store to provide the correct address and sign a new contract** [redacted] returned to the store on 3/28/to correct his information and was re-scheduled for delivery on 4/2/Upon delivery, the living room furniture and 32” TV was signed acknowledging the items were received in good orderHowever; the TV console and fireplace were reported damaged and ** [redacted] stated the 55” TV was the incorrect model purchasedWe confirmed ** [redacted] refused the TV, console and fireplace which were returned to the warehouseThe sales representative cancelled the items from his invoice and a credit of $was applied to his account After reviewing [redacted] complaint we have no records showing he contacted our service department regarding any issues with his furniture since the items were delivered on 4/2/** [redacted] requested to have his furniture picked up and was made aware the furniture would be returned and processed as a voluntary repossessionWe verified ** [redacted] agreed to the Terms and Condition of the voluntary repossession and his furniture was picked up by Conn’s delivery team on 6/10/Although ** [redacted] returned his furniture as a voluntary repossession; he is still be responsible for any residual balanceIf we may be of further assistance, ** [redacted] may contact us at 1-866-765-Kind regards, Dyeisha [redacted] Customer Relations
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12388740, and have determined that this proposed action would not resolve my complaint We never wanted to buy a mattress in the first place, the sales man told me about the $charge when I asked him to look at the invoice after my credit card was already charged for it We never asked for a mattress, he gave us the delivery price for mattresses instead of what we were actually buying then claimed he made a mistake after my card was already charged but he did not rectify his mistakethank you
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, Conns in fact does have the [redacted] dvd player since I was there personally two day agoI think this should no longer take much more time since it is very simple as the ad does not say floor model onlySince the begining there has been nothing but lies from first saying there was no ad of such in the store when in reality there wasTo have gone through being hung up twice when I called is of poor customer servicesAnd now on top of that you dont want to honer the ad as it does not say the price is for the used one and having more in stock in a boxThis is not my as the customers fault as to Conns not teaching the specific employees to set out ads while not stateing specifics as this is pure advertisment!!
Thank you for the opportunity to respond to ***’s complaintOur records show on 9/22/15, Mr [redacted] purchased a [redacted] side-by-side refrigerator and elected to purchase Conn’s Installation to connect the waterlineMr***’s refrigerator was delivered and signed acknowledging he received his items in good order on 9/23/ We contacted Mr [redacted] on 11/13/to discuss his concerns; during the conversation he stated the installer was unable to go into attic to complete the installationTherefore; Conn’s has agreed to issue a refund for the installation fee of $We ask Mr [redacted] to please allow 7-business days for the refund to process on his account We appreciate Mr [redacted] for bringing this matter to our attention and we sincerely apologize for any inconvenience he experienced during this process If we may be of further assistance, Mr [redacted] may contact Customer Service at [redacted] Kind regards, Dyeisha W [redacted]
Thank you for the opportunity to respond to Mrs [redacted] complaintAfter further researching Mrs [redacted] complaint we found there was a sales error regarding the dryer she receivedWe confirmed with the store manager that Mrs [redacted] dropped both the washer and dryer at the store location in good orderDue to the error, Conn’s has agreed to return both units and process the credit to her accountOur records show as of 8/18/16, a credit of $(both units and warranty) has been applied to Mrs [redacted] account We appreciate Mrs [redacted] for bringing this matter to our attention and we sincerely apologize for any inconvenience she experienced during this processIf we may be of further assistance, Mrs [redacted] may contact us at 1-866-765-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 As stated in my dozen phone calls and letters, and my initial complaint, we specifically asked if this washer would water hammer at the ***e pf purchase, and were told that NO it would not, that the manufacturer has taken care of that issueThat is the ONLY reason we purchased this machine! Otherwise we were looking at the older style washersWe feel that we were told this in order to get us to purchase a more expensive machineHad we been told that honestly the washer DOES water hammer, we would NOT have purchased it! By offering to keep it and have the issue fixed, it would have saved Conn's a return, and therefore they would have made more moneyYou would think they would be more than happy to fix the problemBut we will NOT pay any fees incurred in a return, since it is the stores fault for LYING to us about this machines performanceIf they do not fix the issue or accept the Washer/Dryer (since it is a matching set) back WITHOUT incurring ANY fees on our part, then this complaint will NOT be resolved Regards, [redacted] & [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 Conn's was told to cancel the other paymentThe payoff was made for the 20th not the 22ndThey would not cancel it on thier own, yes I am aware of thisThat is why I asked them to cancel the paymentThe whole point of paying off early was to save money on the feesAll they did was keep an additional $over what what stated on the payoff and cost me fees in overagesAs I said before they are responsible for the extra fees I incured due to thier sneaky practicesIt does not take days for a computer to realize that there is a zero balance on an accountThey state a payoff even on thier form and they did not even honor itOtherwise I would have gotten the entire back instead of the which they finally sent me a month late Regards, [redacted]
Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Mrs [redacted] ’s concernsWe have more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record As a reminder, Mrs [redacted] may contact Conn’s regarding questions about your purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or online at www.conns.com Mrs [redacted] has stated in his complaint: She was not informed that her replacement television did not have coverage for cracked screens; and She is requesting an exchange on the television since she was not informed of warranty changes Our investigation reveals that: Mrs [redacted] signed her invoice acknowledging that she was aware and understood of the coverage associated with the productWe also provide the terms and condition of the warranty on our website at; http://www.conns.com/repair-service-agreement/We are unable to honor Mrs [redacted] ’s request We researched Mrs [redacted] ’s request and found that she initiated an exchange on her television on 12/13/Mrs [redacted] re-selected a [redacted] 43” 4K TV and elected to purchase a 48-month Repair Service Agreement PlanMrs [redacted] picked up her television from her local Conn’ s that same day in good condition Our records show Mrs [redacted] contacted our service department on 3/20/stating her television is crackedMrs [redacted] was informed that the warranty does not cover accidental damagesTherefore, we are unable to repair the unit At this time we are unable to honor Mrs [redacted] ’s request to exchange her televisionMrs [redacted] has been made aware that the warranty does not coverage cracked screensHowever; Mrs [redacted] may contact our service department at 1-855-266-to get an estimated cost of repair for an out-of-pocket expense We sincerely apologize for any inconvenience Mr [redacted] experienced during this process Conn’s values Mrs [redacted] as a customer and appreciate her for bringing his concerns to our attention Sincerely, Customer Relations Conn’s Inc
Thank you for the opportunity to respond to Mr [redacted] ’s concerns regarding account [redacted] Mr [redacted] stated he received a payoff quote on his account but that amount has changed According to our records, Mr [redacted] signed a 30-month retail installment contract on August 7, He agreed to have his minimum monthly payment due on the 7th of each month Mr [redacted] has paid payments on the 30-month contract Mr [redacted] ’s account is an interest bearing account; therefore, the payoff amount will differ If Mr [redacted] would like to pay his account balance in full, we ask that he contact us the day he plans to remit payment for an up-to-date payoff quote Conn’s values Mr [redacted] as a customer and appreciates him for bringing his concerns to our attention
Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to the concerns you have regarding account(s) ***We have a more than 120-year history of quality customer service and satisfaction, and I would not want anything to impair that recordOur contact information is located on Mr***’s retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letterAs a reminder, he may contact Conn’s regarding questions about his purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com Mr [redacted] stated in her complaint that: he was offered 24-months no-interest financing; and he would like the interest removed from his accountOur investigation reveals that: Mr [redacted] was offered 12-months no-interest financing; and Conn’s is unable to remove the interest from the account as he did not meet the terms of the no-interest financing promotion According to our records, Mr [redacted] signed a 32-month retail installment contract on March 18, He agreed to have his minimum monthly payment of $due on the 18th of each month Per the terms of the “cash-option,” the “cash-option” is void if the minimum monthly payment is not paid within days of the payment due date or the unpaid portion of the total “cash-option” is not paid within days of the expiration dateThe “Cash-option” was void on Mr***’s account due to late fees being assessed on July 28, 2016, January 28, 2017, and February 28, We have included Mr***’s signed “Cash-option” addendum, signed retail installment contract and payment history for his records Conn’s is unable to reinstate the “Cash-option” and remove the interest on the account due to payments not being made timely Conn’s appreciates Mr [redacted] for bringing his concerns to our attention
Thank you for the opportunity to respond to Ms [redacted] ’s concerns regarding account *** Ms [redacted] stated she overpaid her account by $and has not received her refund According to our records, Ms [redacted] submitted a payment in the amount of $ on November 17, The payment was credited to account *** This brought account ***to a zero balance and the remaining amount of $ was transferred to account ***on November 27, This credit overpaid account ***by $ A refund in the amount of $was processed on December 11, We ask that Ms [redacted] please allow 10- business days for processing If Ms [redacted] has not received her refund check on or before January 4, 2015, we ask that she contact our customer service department at 877-358-so we may track the refund check We value Ms [redacted] as a customer and appreciate her for bringing her 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 In response to the Negative Marks on my CreditI disagree as I stated to your company ahead of time that If your company did not repair the chair or replace it in a timely matter, I would no longer pay on it as the product you sold was defectiveYour company caused this problem not meI should have never had to pay for something that was sold to me defectiveYour company should have made this right months ago.Secondly I received a Partial Refund check on 11/14/for short by Its extremely frustrating that your company cannot get things rightI would like a full RefundI have never been so stressed out over a productPerhaps I should secure an attorney for emotional damages Regards,
Thank you for the opportunity to respond to Mrs [redacted] ’ complaintOur records show on 2/24/17, Mrs [redacted] purchased a 65” Samsung 4K Smart TV and elected to purchase a 49-month Repair Service Agreement with Accidental Damage CoverageMrs [redacted] ’ television was scheduled for delivery on 2/26/17; upon delivery the unit was removed the box and inspected for damages; no installation or swas requestedMrs [redacted] signed her delivery ticket acknowledging the item was received in good order; no issues were reportedAs listed on the signed delivery ticket “By signing below you are agreeing that you have thoroughly inspected your merchandise for damageAn exchange or price concession will not be authorized for damage discovered after the delivery”We researched Mrs [redacted] ’ complaint and found that she contacted our service department the following day (2/27/17) stating the TV screen is cracked on the insideA service appointment was scheduled for 3/2/17; during the inspection the technician found the unit was cracked internally and was deemed non-repairableThe technician stated that Mrs [redacted] informed him that the unit was damaged when attempting to installMrs [redacted] was contacted and informed that her television was approved for an exchange under the Terms and Conditions of the [redacted] with Accidental Coverage PlanOur records show Mrs [redacted] ’ re-selected a 65” [redacted] and purchased 25-month [redacted] Plan with her new unitAt this time we are unable to honor Mrs [redacted] ’ request; the unit was signed as received in good order and no issues were reported at the time of deliveryWe are unable to determine when or how damages may have occurred once the delivery is completeMrs [redacted] ’ exchange was approved under the T&C’s of the [redacted] w/Accidental Plan which fulfills the plan entirelyIf we may be of further assistance, Mrs [redacted] may contact us at 1-866-765-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 [Conn's does not value me as a customer, the NSF has not been removed as I was promised so until that is done the issue will not be resolved.] Regards,
Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Mr***’s concernsWe have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that recordAs a reminder, Mr [redacted] may contact Conn’s regarding questions by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com Mr [redacted] has stated in the complaint: His dishwasher has only worked two times since the unit was delivered Our investigation reveals that: Mr [redacted] is currently scheduled for service on 8/24/ Our records show on 7/04/17, Mr [redacted] purchased an ** dishwasher with a 48-month Repair Service Agreement Mr***’s dishwasher was delivered on 7/10/as requested Mr [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase Our Return & Exchange Policy states: A customer has 30-days from the date the item is received to return or exchange (appliances and electronics) with a 15% restocking fee 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 We researched Mr***’s complaint and found that he contacted us on 7/24/stating his dishwasher was not draining properly and would not power on A service call was scheduled through a 3rd party authorized service provider During the inspection, the technician found that parts needed to ordered and they would take up three-four weeks to arrive Our records show Mr [redacted] is currently scheduled to have the parts installed on 8/24/ Once the parts were installed, if Mr [redacted] continues to experience his dishwasher malfunction, we will reevaluate his complaint We appreciate Mr [redacted] for bringing his concerns to our attention Sincerely, Conn’s Inc
Thank you for the opportunity to respond to Mrs [redacted] ’s complaintOur records show on11/11/16; Mr [redacted] purchased the [redacted] which consists of four pieces (console, hutch and pier base and pier top) and a 65” [redacted] 4K Smart TV We spoke to Mrs [redacted] on 12/21/and agreed to exchange the television and hutch that was initially damaged during deliveryMrs [redacted] was informed that the hutch would be assembled with the remaining items that were previously accepted during deliveryWe were able to verify during the re-delivery on12/23/16; our delivery team could not assemble the complete entertainment center due to additional damage found, therefore; Conn’s agreed to honor Mrs [redacted] ’s request to return the entertainment center only and issue a credit to Mr [redacted] ’s accountMrs [redacted] will be contacted by our delivery team to schedule an appointment to pick up the itemsOnce we receive the unit, we will process the credit to Mr [redacted] ’s account We sincerely apologize for any inconvenience Mrand Mrs [redacted] experienced during this process If we may be of further assistance, Mrs [redacted] may contact us at1-866-765- Kind regards, Dyeisha [redacted] Customer Relations
Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Mrs***’s concernWe have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that recordAs a reminder, Mrs [redacted] may contact Conn’s regarding questions by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com Mrs [redacted] has stated in the complaint: When her refrigerator was delivered it has scratches and dents on the unit;She was scheduled for service on 12/21/but no one showed up; andShe is requesting to have the refrigerator exchanged or receive a refund Our investigation reveals that: At the time of delivery no issues were reported and all items were signed as received in good condition;Mrs***’s initial service appointment was rescheduled due to a scheduling conflict with our 3rd party technician; andMrs***’s refrigerator was approved for an exchange Our records show on 5/20/16, Mr [redacted] purchased a [redacted] French Door refrigerator and elected to purchase a 48-month Repair Service Agreement PlanMr***’s refrigerator was delivered on 5/21/and signed acknowledging the item was inspected and no issues were found After researching Mrs***’s complaint we found that she first contacted our service department on 7/22/stating that the refrigerator is not coolingA service appointment was scheduled for 7/24/During the inspection the technician found the unit was not cooling due to a leak in the drierThe technician reported that he replaced the drier and the unit was functioning properly We show Mrs***’s contacted our service department again on 12/16/stating the refrigerator is not cooling or freezingA service appointment was original scheduled with a 3rd party technician for 12/21/17; however, due to a scheduling conflict the technician was unable to inspect the unit that day and Mrs***’s appointment was rescheduled for 12/27/During the inspection, the technician found the seal system was not functioningMrs***’s was contacted and informed that the refrigerator was approved for an exchange under the terms and condition of the Repair Service Agreement Plan Our records show Mrs***’s initiated her approved exchange on 1/1/and re-selected a [redacted] French Door refrigerator which was delivered in good condition on 1/2/ Conn’s value Mrs [redacted] as our customer and appreciates her for bringing this matter to our attention Sincerely, Conn’s Inc
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 seems to be a deliberate effort to minimize the burden of being without a refrigerator that, correctly stated, had a year service agreementThat statement also states that if not able to be serviced the exchange would take placeWhat is being left out is that the fact that for more than weeks after the exchange was approved by CONNS, they still declined to make it happen regardless of my numerous calls to different departments and personnelThey claim that I made an agreement with **, and yes I did, but only after this whole ordeal had turned ridiculously and unnecesarily delayedI saw no other option being in that position!Furthermore, the only reason that I made the mistaken decision of purchasing another refrigerator at CONNS is because, unfortunately my budget is extremely limited and they are the only company that would offer me credit after my identity was stolen.At this point I feel that downplaying the seriousness of being in this situation and a simple, indifferent apology is insulting.Regards,
Thank you for the opportunity to respond to Mrs [redacted] ’s complaintOur records show on 2/12/16, Mrs [redacted] purchased a Samsung washer and dryer and elected to purchase a 24-month Repair Service Agreement PlanWe researched Mrs [redacted] ’s complaint and found that she contacted our service department on 4/04/stating that her dryer is making noise and has a whole in the drumA service appointment was originally scheduled with our 3rd party service provider [redacted] for 4/6/however; there was a glitch in their system which caused Mrs [redacted] ’s work order to show the repairs as being completedTherefore; we setup a new service appointment to have a Conn’s technician assess the dryer on 4/12/During the inspection the technician found a new drum assembly is needed to complete the repairsMrs [redacted] has been contacted and made aware that we have rushed the part order to expedite repairsOnce we received the part we will contact Mrs [redacted] to schedule installationWe sincerely apologize for any inconvenience Mrs [redacted] experienced as a result of the delayIf we may be of further assistance, Mrs [redacted] may contact Customer Service at 1-877-358- Kind regards, Dyeisha [redacted]
Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Mrs***’s concernWe have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that recordAs a reminder, Mrs [redacted] may contact Conn’s regarding questions by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com Mrs [redacted] has stated in the complaint: She put in a service request online and was notified the service date was for 2/6/but was later informed it was for technical assistance; She received a phone call asking for the serial number to replace the television but has not heard back regarding replacement; andShe is requesting a replacement for a different television Our investigation reveals that: Mrs***’s requested service through our online website and her appointment she was scheduled for 2/6/to have a technician diagnose repair needs remotely; Mrs [redacted] was contacted by her sales representative to correct the serial number that was entered incorrectlyHowever; an exchange was not approved at that time; andAt this time Mrs***’s television does not meet the qualifications for an exchange Our records show on 11/24/17, Mr [redacted] purchased a 65” [redacted] 4K TV and elected to purchase a 24-month Repair Service Agreement PlanMr [redacted] elected to pickup his television from his local Conn’s and signed his pickup slip acknowledging the item was received in good order We researched Mrs***’s complaint and found that she contacted our service department on 11/29/stating that the television keeps turning off and the software is not updatingA service appointment was scheduled for 11/30/During the inspection the technician found parts were needed to complete serviceOnce we received the parts Mrs [redacted] was scheduled for installation on 12/6/The technician reported he installed a new PCB main board and function switch to complete the repairs Our records show Mrs [redacted] submitted a service request online and was scheduled to have a technician attempt diagnoses on 2/6/However; Mrs [redacted] stated she was informed a technician would be out to her home to assess the unitWe scheduled a technician to go out on 2/12/During the inspection the technician found parts were needed to repair the televisionWe show that parts arrived on 2/21/and Mrs [redacted] is currently scheduled for installation on 2/22/Once the technician installs the new parts we can determine what further actions may be required Although Mrs***’s television does not meet the qualifications for an exchange at this time, we will continue with any covered repairs Conn’s value Mrs [redacted] as our customer and appreciates her for bringing this matter to our attention Sincerely, Conn’s Inc
Thank you for the opportunity to respond to [redacted] complaintOur records show on 3/21/16, ** [redacted] purchased the [redacted] living room furniture which consist of three pieces (sofa, loveseat and recliner), [redacted] Trayer TV console and fireplace, a [redacted] 55” Smart TV and received a free 32” [redacted] TV with his qualified purchase [redacted] delivery was scheduled for 3/26/however; upon confirming delivery time ** [redacted] informed the delivery team that the address was incorrect** [redacted] was made aware he would need to return to the store to provide the correct address and sign a new contract** [redacted] returned to the store on 3/28/to correct his information and was re-scheduled for delivery on 4/2/Upon delivery, the living room furniture and 32” TV was signed acknowledging the items were received in good orderHowever; the TV console and fireplace were reported damaged and ** [redacted] stated the 55” TV was the incorrect model purchasedWe confirmed ** [redacted] refused the TV, console and fireplace which were returned to the warehouseThe sales representative cancelled the items from his invoice and a credit of $was applied to his account After reviewing [redacted] complaint we have no records showing he contacted our service department regarding any issues with his furniture since the items were delivered on 4/2/** [redacted] requested to have his furniture picked up and was made aware the furniture would be returned and processed as a voluntary repossessionWe verified ** [redacted] agreed to the Terms and Condition of the voluntary repossession and his furniture was picked up by Conn’s delivery team on 6/10/Although ** [redacted] returned his furniture as a voluntary repossession; he is still be responsible for any residual balanceIf we may be of further assistance, ** [redacted] may contact us at 1-866-765-Kind regards, Dyeisha [redacted] Customer Relations
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12388740, and have determined that this proposed action would not resolve my complaint We never wanted to buy a mattress in the first place, the sales man told me about the $charge when I asked him to look at the invoice after my credit card was already charged for it We never asked for a mattress, he gave us the delivery price for mattresses instead of what we were actually buying then claimed he made a mistake after my card was already charged but he did not rectify his mistakethank you
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, Conns in fact does have the [redacted] dvd player since I was there personally two day agoI think this should no longer take much more time since it is very simple as the ad does not say floor model onlySince the begining there has been nothing but lies from first saying there was no ad of such in the store when in reality there wasTo have gone through being hung up twice when I called is of poor customer servicesAnd now on top of that you dont want to honer the ad as it does not say the price is for the used one and having more in stock in a boxThis is not my as the customers fault as to Conns not teaching the specific employees to set out ads while not stateing specifics as this is pure advertisment!!
Thank you for the opportunity to respond to ***’s complaintOur records show on 9/22/15, Mr [redacted] purchased a [redacted] side-by-side refrigerator and elected to purchase Conn’s Installation to connect the waterlineMr***’s refrigerator was delivered and signed acknowledging he received his items in good order on 9/23/ We contacted Mr [redacted] on 11/13/to discuss his concerns; during the conversation he stated the installer was unable to go into attic to complete the installationTherefore; Conn’s has agreed to issue a refund for the installation fee of $We ask Mr [redacted] to please allow 7-business days for the refund to process on his account We appreciate Mr [redacted] for bringing this matter to our attention and we sincerely apologize for any inconvenience he experienced during this process If we may be of further assistance, Mr [redacted] may contact Customer Service at [redacted] Kind regards, Dyeisha W [redacted]
Thank you for the opportunity to respond to Mrs [redacted] complaintAfter further researching Mrs [redacted] complaint we found there was a sales error regarding the dryer she receivedWe confirmed with the store manager that Mrs [redacted] dropped both the washer and dryer at the store location in good orderDue to the error, Conn’s has agreed to return both units and process the credit to her accountOur records show as of 8/18/16, a credit of $(both units and warranty) has been applied to Mrs [redacted] account We appreciate Mrs [redacted] for bringing this matter to our attention and we sincerely apologize for any inconvenience she experienced during this processIf we may be of further assistance, Mrs [redacted] may contact us at 1-866-765-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 As stated in my dozen phone calls and letters, and my initial complaint, we specifically asked if this washer would water hammer at the ***e pf purchase, and were told that NO it would not, that the manufacturer has taken care of that issueThat is the ONLY reason we purchased this machine! Otherwise we were looking at the older style washersWe feel that we were told this in order to get us to purchase a more expensive machineHad we been told that honestly the washer DOES water hammer, we would NOT have purchased it! By offering to keep it and have the issue fixed, it would have saved Conn's a return, and therefore they would have made more moneyYou would think they would be more than happy to fix the problemBut we will NOT pay any fees incurred in a return, since it is the stores fault for LYING to us about this machines performanceIf they do not fix the issue or accept the Washer/Dryer (since it is a matching set) back WITHOUT incurring ANY fees on our part, then this complaint will NOT be resolved Regards, [redacted] & [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 Conn's was told to cancel the other paymentThe payoff was made for the 20th not the 22ndThey would not cancel it on thier own, yes I am aware of thisThat is why I asked them to cancel the paymentThe whole point of paying off early was to save money on the feesAll they did was keep an additional $over what what stated on the payoff and cost me fees in overagesAs I said before they are responsible for the extra fees I incured due to thier sneaky practicesIt does not take days for a computer to realize that there is a zero balance on an accountThey state a payoff even on thier form and they did not even honor itOtherwise I would have gotten the entire back instead of the which they finally sent me a month late Regards, [redacted]
Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Mrs [redacted] ’s concernsWe have more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record As a reminder, Mrs [redacted] may contact Conn’s regarding questions about your purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or online at www.conns.com Mrs [redacted] has stated in his complaint: She was not informed that her replacement television did not have coverage for cracked screens; and She is requesting an exchange on the television since she was not informed of warranty changes Our investigation reveals that: Mrs [redacted] signed her invoice acknowledging that she was aware and understood of the coverage associated with the productWe also provide the terms and condition of the warranty on our website at; http://www.conns.com/repair-service-agreement/We are unable to honor Mrs [redacted] ’s request We researched Mrs [redacted] ’s request and found that she initiated an exchange on her television on 12/13/Mrs [redacted] re-selected a [redacted] 43” 4K TV and elected to purchase a 48-month Repair Service Agreement PlanMrs [redacted] picked up her television from her local Conn’ s that same day in good condition Our records show Mrs [redacted] contacted our service department on 3/20/stating her television is crackedMrs [redacted] was informed that the warranty does not cover accidental damagesTherefore, we are unable to repair the unit At this time we are unable to honor Mrs [redacted] ’s request to exchange her televisionMrs [redacted] has been made aware that the warranty does not coverage cracked screensHowever; Mrs [redacted] may contact our service department at 1-855-266-to get an estimated cost of repair for an out-of-pocket expense We sincerely apologize for any inconvenience Mr [redacted] experienced during this process Conn’s values Mrs [redacted] as a customer and appreciate her for bringing his concerns to our attention Sincerely, Customer Relations Conn’s Inc
Thank you for the opportunity to respond to Mr [redacted] ’s concerns regarding account [redacted] Mr [redacted] stated he received a payoff quote on his account but that amount has changed According to our records, Mr [redacted] signed a 30-month retail installment contract on August 7, He agreed to have his minimum monthly payment due on the 7th of each month Mr [redacted] has paid payments on the 30-month contract Mr [redacted] ’s account is an interest bearing account; therefore, the payoff amount will differ If Mr [redacted] would like to pay his account balance in full, we ask that he contact us the day he plans to remit payment for an up-to-date payoff quote Conn’s values Mr [redacted] as a customer and appreciates him for bringing his concerns to our attention
Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to the concerns you have regarding account(s) ***We have a more than 120-year history of quality customer service and satisfaction, and I would not want anything to impair that recordOur contact information is located on Mr***’s retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letterAs a reminder, he may contact Conn’s regarding questions about his purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com Mr [redacted] stated in her complaint that: he was offered 24-months no-interest financing; and he would like the interest removed from his accountOur investigation reveals that: Mr [redacted] was offered 12-months no-interest financing; and Conn’s is unable to remove the interest from the account as he did not meet the terms of the no-interest financing promotion According to our records, Mr [redacted] signed a 32-month retail installment contract on March 18, He agreed to have his minimum monthly payment of $due on the 18th of each month Per the terms of the “cash-option,” the “cash-option” is void if the minimum monthly payment is not paid within days of the payment due date or the unpaid portion of the total “cash-option” is not paid within days of the expiration dateThe “Cash-option” was void on Mr***’s account due to late fees being assessed on July 28, 2016, January 28, 2017, and February 28, We have included Mr***’s signed “Cash-option” addendum, signed retail installment contract and payment history for his records Conn’s is unable to reinstate the “Cash-option” and remove the interest on the account due to payments not being made timely Conn’s appreciates Mr [redacted] for bringing his concerns to our attention
Thank you for the opportunity to respond to Ms [redacted] ’s concerns regarding account *** Ms [redacted] stated she overpaid her account by $and has not received her refund According to our records, Ms [redacted] submitted a payment in the amount of $ on November 17, The payment was credited to account *** This brought account ***to a zero balance and the remaining amount of $ was transferred to account ***on November 27, This credit overpaid account ***by $ A refund in the amount of $was processed on December 11, We ask that Ms [redacted] please allow 10- business days for processing If Ms [redacted] has not received her refund check on or before January 4, 2015, we ask that she contact our customer service department at 877-358-so we may track the refund check We value Ms [redacted] as a customer and appreciate her for bringing her 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 In response to the Negative Marks on my CreditI disagree as I stated to your company ahead of time that If your company did not repair the chair or replace it in a timely matter, I would no longer pay on it as the product you sold was defectiveYour company caused this problem not meI should have never had to pay for something that was sold to me defectiveYour company should have made this right months ago.Secondly I received a Partial Refund check on 11/14/for short by Its extremely frustrating that your company cannot get things rightI would like a full RefundI have never been so stressed out over a productPerhaps I should secure an attorney for emotional damages Regards,
Thank you for the opportunity to respond to Mrs [redacted] ’ complaintOur records show on 2/24/17, Mrs [redacted] purchased a 65” Samsung 4K Smart TV and elected to purchase a 49-month Repair Service Agreement with Accidental Damage CoverageMrs [redacted] ’ television was scheduled for delivery on 2/26/17; upon delivery the unit was removed the box and inspected for damages; no installation or swas requestedMrs [redacted] signed her delivery ticket acknowledging the item was received in good order; no issues were reportedAs listed on the signed delivery ticket “By signing below you are agreeing that you have thoroughly inspected your merchandise for damageAn exchange or price concession will not be authorized for damage discovered after the delivery”We researched Mrs [redacted] ’ complaint and found that she contacted our service department the following day (2/27/17) stating the TV screen is cracked on the insideA service appointment was scheduled for 3/2/17; during the inspection the technician found the unit was cracked internally and was deemed non-repairableThe technician stated that Mrs [redacted] informed him that the unit was damaged when attempting to installMrs [redacted] was contacted and informed that her television was approved for an exchange under the Terms and Conditions of the [redacted] with Accidental Coverage PlanOur records show Mrs [redacted] ’ re-selected a 65” [redacted] and purchased 25-month [redacted] Plan with her new unitAt this time we are unable to honor Mrs [redacted] ’ request; the unit was signed as received in good order and no issues were reported at the time of deliveryWe are unable to determine when or how damages may have occurred once the delivery is completeMrs [redacted] ’ exchange was approved under the T&C’s of the [redacted] w/Accidental Plan which fulfills the plan entirelyIf we may be of further assistance, Mrs [redacted] may contact us at 1-866-765-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 [Conn's does not value me as a customer, the NSF has not been removed as I was promised so until that is done the issue will not be resolved.] Regards,
Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Mr***’s concernsWe have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that recordAs a reminder, Mr [redacted] may contact Conn’s regarding questions by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com Mr [redacted] has stated in the complaint: His dishwasher has only worked two times since the unit was delivered Our investigation reveals that: Mr [redacted] is currently scheduled for service on 8/24/ Our records show on 7/04/17, Mr [redacted] purchased an ** dishwasher with a 48-month Repair Service Agreement Mr***’s dishwasher was delivered on 7/10/as requested Mr [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase Our Return & Exchange Policy states: A customer has 30-days from the date the item is received to return or exchange (appliances and electronics) with a 15% restocking fee 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 We researched Mr***’s complaint and found that he contacted us on 7/24/stating his dishwasher was not draining properly and would not power on A service call was scheduled through a 3rd party authorized service provider During the inspection, the technician found that parts needed to ordered and they would take up three-four weeks to arrive Our records show Mr [redacted] is currently scheduled to have the parts installed on 8/24/ Once the parts were installed, if Mr [redacted] continues to experience his dishwasher malfunction, we will reevaluate his complaint We appreciate Mr [redacted] for bringing his concerns to our attention Sincerely, Conn’s Inc
Thank you for the opportunity to respond to Mrs [redacted] ’s complaintOur records show on11/11/16; Mr [redacted] purchased the [redacted] which consists of four pieces (console, hutch and pier base and pier top) and a 65” [redacted] 4K Smart TV We spoke to Mrs [redacted] on 12/21/and agreed to exchange the television and hutch that was initially damaged during deliveryMrs [redacted] was informed that the hutch would be assembled with the remaining items that were previously accepted during deliveryWe were able to verify during the re-delivery on12/23/16; our delivery team could not assemble the complete entertainment center due to additional damage found, therefore; Conn’s agreed to honor Mrs [redacted] ’s request to return the entertainment center only and issue a credit to Mr [redacted] ’s accountMrs [redacted] will be contacted by our delivery team to schedule an appointment to pick up the itemsOnce we receive the unit, we will process the credit to Mr [redacted] ’s account We sincerely apologize for any inconvenience Mrand Mrs [redacted] experienced during this process If we may be of further assistance, Mrs [redacted] may contact us at1-866-765- Kind regards, Dyeisha [redacted] Customer Relations
Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Mrs***’s concernWe have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that recordAs a reminder, Mrs [redacted] may contact Conn’s regarding questions by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com Mrs [redacted] has stated in the complaint: When her refrigerator was delivered it has scratches and dents on the unit;She was scheduled for service on 12/21/but no one showed up; andShe is requesting to have the refrigerator exchanged or receive a refund Our investigation reveals that: At the time of delivery no issues were reported and all items were signed as received in good condition;Mrs***’s initial service appointment was rescheduled due to a scheduling conflict with our 3rd party technician; andMrs***’s refrigerator was approved for an exchange Our records show on 5/20/16, Mr [redacted] purchased a [redacted] French Door refrigerator and elected to purchase a 48-month Repair Service Agreement PlanMr***’s refrigerator was delivered on 5/21/and signed acknowledging the item was inspected and no issues were found After researching Mrs***’s complaint we found that she first contacted our service department on 7/22/stating that the refrigerator is not coolingA service appointment was scheduled for 7/24/During the inspection the technician found the unit was not cooling due to a leak in the drierThe technician reported that he replaced the drier and the unit was functioning properly We show Mrs***’s contacted our service department again on 12/16/stating the refrigerator is not cooling or freezingA service appointment was original scheduled with a 3rd party technician for 12/21/17; however, due to a scheduling conflict the technician was unable to inspect the unit that day and Mrs***’s appointment was rescheduled for 12/27/During the inspection, the technician found the seal system was not functioningMrs***’s was contacted and informed that the refrigerator was approved for an exchange under the terms and condition of the Repair Service Agreement Plan Our records show Mrs***’s initiated her approved exchange on 1/1/and re-selected a [redacted] French Door refrigerator which was delivered in good condition on 1/2/ Conn’s value Mrs [redacted] as our customer and appreciates her for bringing this matter to our attention Sincerely, Conn’s Inc
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 seems to be a deliberate effort to minimize the burden of being without a refrigerator that, correctly stated, had a year service agreementThat statement also states that if not able to be serviced the exchange would take placeWhat is being left out is that the fact that for more than weeks after the exchange was approved by CONNS, they still declined to make it happen regardless of my numerous calls to different departments and personnelThey claim that I made an agreement with **, and yes I did, but only after this whole ordeal had turned ridiculously and unnecesarily delayedI saw no other option being in that position!Furthermore, the only reason that I made the mistaken decision of purchasing another refrigerator at CONNS is because, unfortunately my budget is extremely limited and they are the only company that would offer me credit after my identity was stolen.At this point I feel that downplaying the seriousness of being in this situation and a simple, indifferent apology is insulting.Regards,