Thank you for the opportunity to respond to Mr [redacted] ’s complaintOur records show on6/10/16, Mr [redacted] purchased the [redacted] sofa and loveseat and elected to purchase a 36-month FurnitureGard PlanMr [redacted] signed his contract and invoice which list the description the products he agreed to purchaseWe show on6/13/16, Mr [redacted] ’s items were delivered and signed as received in good order; no damaged were reported regarding the furniturePrior to receiving Mr [redacted] ’s complaint, we have no records showing that he has contacted us regarding incorrect furniture received at the time of delivery We researched Mr [redacted] ’s service history and found that he contacted our service department on8/6/16stating the cushions were sinking in on the sofa and the wood is making a popping noiseA service appointment was scheduled for8/17/16however; no one was available during the service appointment, and Mr [redacted] could not be reached therefore the order was canceledWe show Mr [redacted] contacted service again11/11/16stating the loveseat cushion was sinking inMr [redacted] was originally scheduled for11/22/16but re-scheduled for12/21/Before the appointment, Mr [redacted] was contacted and made aware that the serviceman was injured on a previous job and would have to re-scheduleOur records show Mr [redacted] is currently scheduled to have a serviceman assess his sofa and loveseat on 1-17-due to the cushions sinking on both unitsOnce the serviceman assesses the furniture, we can determine what further actions are required Although Mr [redacted] ’s furniture does not meet the qualification for an exchange at this time; we will continue with any covered repair needs We have attached supporting documents with our response If we may be of further assistance, Mr [redacted] may contact us at1-877-325- Kind regards, Dyeisha W [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.] Regards, Revised: August 29, June 9, To Whom It May Concern: My name is [redacted] and my husband and I visited your Conn’s Store in Southaven, MS that opened on Friday, May 27, We visited the store on Saturday, May We purchased a mattress and sofa sleeperI WAS SO PLEASED WITH THE CUSTOMER SERVICE EXPERIENCE I HAD WITH [redacted] that I went back on Monday, May 30, and purchased the reclinerAll this was thru your amazing credit programI went and told my family members how pleased I was and that you had some amazing sales associates working for youSo here comes the part that is now a bitter/sweet situationI was told that my delivery would be here on Tuesday, June 7, (which it was)I was told that I needed to make sure to inspect everything (which my husband did)Only to find out that the recliner and the mattress was perfectThe sofa however had scratches at the bottom and then there was a hole on the arm and the inside filling was coming outMy husband advised the driver to return the sofaThe driver did and a supervisor came out and spoke with my husband about the concern of the sofaWell the supervisor didn’t know about the hole on the arm at the time and made a statement to my husband (“that the scratches were at the bottom and you can’t see them)! This to me was an insult to even say! THIS WAS NOT SOME USED AS IS FURNITURE AND WHY SHOULD I ACCEPT OR PAY FOR SOMETHING DAMAGED? So I received a call and text that said I would have another one delivered to me on June 8, between the hours of 4:15p and 7:15pI so called the store and spoke with [redacted] (my sales associate) she said she would look into my concern and let me know what is going on (she made sure to apologize for my concern)When she called me back she advise me of the same information that I had received a call and text aboutSo again I’m on Cloud and telling my family and friends how you guys turned what could have been a BAD situation into an amazing experience (only to later be let down and eat my words)So on June 8, 2016, I rushed home from work and cancelled my plans I had to go to [redacted] So time passes and it’s 5:49pm and no call has come in or text so I called the [redacted] number and spoke with [redacted] informed me that she called the store the night before and let the store manager know that they DID NOT have another leather sofa sleeper in stock and that the system did not show when another sleeper would be inShe said I should call the store and speak with the manager to see what kind of solution they had for meI advised her that she should do the leg work not me (I’m being inconvenienced)So I sat and waited for someone call and minutes went by and I said let me callI called the store and asked for the manager [redacted] (I think was his name) got on the phone and I explained to him my concernHe said give me a moment and he looked in the system and saw that another sleeper would not be available till June 27, He said I can give you a credit for your sleeper and you can go somewhere else and get one (I said no, I brought the matching recliner, so that is not an option) He said well we have another sleeper you can getI said that will not match neither my recliner, nor will it match what I already have in my homeI advised him that I had several events that I had planned to host at my house and that I had given away my sofa and had nothing for my guest to sit onSo he asked “WHAT WOULD YOU LIKE FOR ME TO DO”? I advised him to give a credit or something for the inconvenience“He advised me that that wasn’t going to happen and he couldn’t do that”So at this point because I really want the sofa sleeper my back is up against the wall and I am stuck without a couch and I can’t sit in my living room for daysHe said that the sofa sleeper would be in on the 27th of June and he will schedule for it to be delivered on the 28th of JuneSo this letter is just to express my FRUSTRATION for this inconvenienceI now have another issue with your companyI overpaid my account on July 15, and was told that it will take 7-business days for it to be processed and me to receive the refundThe person in the store advised my husband to also call the customer service office and let them know that this has been paid so when the check comes in they will already have a head start on the processI called the customer service department and let them know and the lady I spoke to advised me the same thingI called back on July 20th and spoke with a representative who advised me that it will take to weeksI would like someone to look at my accountBecause some are saying 7-business days and some are saying 4-weeksWhen calling to find out about the status of my refund I have been hung up on, I have been provided miss informationI have been denied the ability to speak with a manager, I have been denied information on who is the district managerMy last visit to the store was a nightmareThe store manager ( [redacted] ) talked to me like I was nobodyHe threated to call the police on meHe advised me that I would have to wait till they send my check and there is nothing that he will do about itHe refused to give me his managerHe said he is the head and I would need to call and speak with customer service if I wanted any other informationHe just frustrated me even more rather than find a resolution to the situation$is no small changeI have paid several other bills and they were overpaid and they were paid after I paid this account off and I have received my refund with no problemsI would like to be heard and I would like to speak with someone in "Corporate to advise of the employee's you have working for youTo me if it was my company I would care and want to know these thingsThese things are important because it can cause you your businessNow if the situation was reversed and I owed you money, I would have reported to the credit bureau and you would have been blowing my phone up Best Regards, [redacted] *** [redacted] [redacted] ***e: [redacted] o: [redacted] w: [redacted]
Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to the concerns you have regarding account(s) [redacted] 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 Ms [redacted] ’s retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letterAs a reminder, she may contact Conn’s regarding questions about her purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com Ms [redacted] stated in her complaint that: her dishwasher could not be delivered and was credited to the account; the contract was not updated reflecting the return; and she would like the account corrected to show the correct balanceOur investigation reveals that: Ms [redacted] ’s dishwasher was not delivered and was credit to the account; the contract would not be re-written due to the return; and all items have been credit to the account and the account balance is correct According to our records, Ms [redacted] signed a 36-month retail installment contract on January 19, That contract included our 18-month no-interest financing promotion (“Cash-option”)Ms [redacted] ’s contract included a 78” television for $3999.99, the 25-month repair service agreement (RSA) for $499.99, a dishwasher for $449.97, installation for the dishwasher at $119.99, a dishwasher kit for $and standard delivery for $ Ms [redacted] did not accept delivery of the dishwasher and a credit in the amount of $was applied to the account on February 1, That credit included the $for the dishwasher, the $for the installation charge and any applicable taxes An additional credit in the amount of $was applied to the account on February 1, This credit was for the delivery fee of $and any applicable taxes Ms [redacted] requested to cancel the RSA coverage on the television and a credit in the amount of $was applied to your account on March 6, This amount included the $for the RSA coverage and any applicable taxes In reviewing Ms [redacted] ’s account, we noticed she had not received credit for the dishwasher kit We processed a credit in the amount of $on May 31, That credit includes $for the kit and any applicable taxesConn’s respectfully disagrees that the account balance is incorrect Although the promissory note and security agreement was not re-written, all credits and payments have been applied to the accountWe have included a copy of Ms [redacted] ’s payment history for her recordsConn’s values Ms [redacted] as a customer and appreciates her for bringing her concerns to our attention
Revdex.com: This letter is to inform you that Conns Appliance, Inchas carried out to my satisfaction the resolution it proposed for my complaint, filed on 12/7/and assigned ID Regards,
Thank you for the opportunity to respond to Mr [redacted] ’s complaint Our records show on [redacted] top load electric dryer with a 48-month Repair Service Agreement Mr [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase which states:A consumer has 30-days from the date the item is received to return or exchange (appliances and electronics) with the required 15% restocking fee and if your product fails whileunder manufacturer's warranty or Conn's RSA, Conn's Factory Authorized Service will repair your product according to these warranties.Mr [redacted] elected to have his dryer delivered; which was completed onSeptember 7, We researched Mr [redacted] ’s complaint and found he contacted us onOctober 26, 2016; stating the dryer was making a strange humming noise We show Mr [redacted] was scheduled for service onOctober 31, 2016; however at Mr [redacted] request the service order was rescheduled OnNovember 1, 2016andNovember 2, 2016we attempted to contact Mr [redacted] to reschedule but we were unsuccessful and due to no contact Mr [redacted] ’s service order was cancelled OnNovember 8, 2016, a new service order was created and Mr [redacted] is currently scheduled for service on Monday November 14, 2016.Our records indicate we have a part on hand (idler pulley) if the pulley is defective; repairs are scheduled to be completed onNovember 14, If we may be of further assistance, Mr [redacted] may contact our Customer Service Department at 1-877-358- Kind regards, Jana [redacted]
Revdex.com: This letter is to inform you that Conns Appliance, Inchas carried out to my satisfaction the resolution it proposed for my complaint, filed on 7/23/and assigned ID [redacted] Sent: Wednesday, July 27, 1:PMSubject [redacted] Thank you for your assistance, my washer was replaced yesterday evening Regards,
Thank you for the opportunity to respond to [redacted] ’ concerns regarding account [redacted] Ms [redacted] stated she would like a payoff per item listed on her account According to our records, Ms [redacted] signed a 32-month retail installment contract on July 9, That contract included the remaining balance from account [redacted] Conn’s is unable to give Ms [redacted] a payoff quote by item listed The contract is for the entire balance of the account and payoff quotes per item are not available We have included a copy of Ms [redacted] signed retail installment contract and payment history for her records Conn’s values Mr [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] concerns regarding collection calls she has received We have found that [redacted] telephone number was linked to an account in error We have placed a cease and desist on the telephone number provided by *** [redacted] Please note it may take up to 24-hours for the cease and desist process to be completed If [redacted] receives any additional calls after the hour period, we ask that she contact us directly We would like to apologize for any inconvenience [redacted] has experienced due to this matter Thank you,Cheryle S [redacted]
Thank you for the opportunity to respond to [redacted] concerns regarding account [redacted] [redacted] stated he believes his cash-option should be honored due to a delay in delivery According to our records, [redacted] signed a 32-month retail installment contract on June 14, That contract included our 12-month no-interest financing promotion (“cash-option”)Due to a delivery delay, [redacted] received his product on August 6, Conn’s has agreed to honor [redacted] request to honor the “cash-option” and close the account We ask that [redacted] please allow 10-business days for processing [redacted] will receive an account close-out letter once the maintenance has been completed and the account is closed Conn’s values [redacted] as a customer and sincerely apologizes for any inconvenience he has experienced due to this matter Thank you, Cheryle S [redacted]
Thank you for the opportunity to respond to Mrs***’s concerns regarding account # [redacted] Mrs [redacted] stated she and her husband purchased merchandise and was told the inquiry would be a soft hit on their credit and they would get 24-months same as cash She also stated she asked for the due date to be on the 21st of every month and she also requested we not contact her or her husband’s employer regarding the account According to our records, Mrand Mrs [redacted] signed a 30-month retail installment contract on January 11, This contract was approved for our 12-month no-interest financing promotion; however, it did not qualify for the 24-month no-interest financing promotion at the time of purchase Mrs [redacted] stated she was told the inquiry would be a soft pull on her and her husband’s credit In order to qualify for credit, a credit check is required to determine eligibility This is reflected on the credit reports as a credit inquiry We have placed a cease and desist on the phone numbers associated with the place of employment at Mrs***’s request We have also processed a good-will due date change and moved the monthly due date to the 21st of each month Mrs***’s next payment will be due on July 21, Mrs [redacted] has requested that she be able to return the fireplace We are unable to return the fireplace because it is outside our return/exchange policy We have attached a copy of Mrand Mrs***’s signed contract, invoice, Cash-option acknowledgement and our return/exchange policy for their records We value Mr and Mrs [redacted] as customers and appreciate Mrs [redacted] for bringing her concerns to our attention Thank you,Cheryle [redacted]
Thank you for the opportunity to respond to Mrs [redacted] complaintOur records show on12/18/13, Mrs [redacted] purchased a [redacted] washer and dryer and elected to purchase a 48-month Repair Service Agreement Plan We researched Mrs [redacted] complaint and found she contacted our service department on8/4/16stating her dryer was not drying her clothesMrs [redacted] service appointment was scheduled with a 3rd party certified technician due to her locationThe service provider stated they attempted to contact Mrs [redacted] on several occasions using the phone number on file but was unsuccessfulOur records show Mrs [redacted] contacted the service department on8/17/16to get an update regarding her appointment but was advised the technician was unable to reach her on the number listedMrs [redacted] provided an alternate contact number and the information was forwarded to the service provider to schedule an appointmentWe show Mrs [redacted] is currently scheduled for service on 8/30/16; once the technician assess the dryer we can determine what further actions are required We sincerely apologize for any inconvenience Mrs [redacted] experienced as a result of the delay If we may be of further assistance, Mrs [redacted] may contact us at1-866-765- Kind regards, Dyeisha [redacted]
Thank you for the opportunity to respond to Mrs [redacted] ’ additional commentsAs mentioned in our previous response, during the last completed service inspection dated 2/19/the serviceman found pet damages, burn marks, and a hole is the seat casing of the sofa where Mrs [redacted] used glue in attempts to self-repair causing further damagesThe serviceman also found the mattress solid; the shape coiled out and a gun clip lodged into a hole in the springs where the mattress failedMrand Mrs [redacted] have been advised that the reported damages would not have been covered under the Terms and Conditions of the FurnitureGard Plan during the coverage periodAs of as of September 17, 2015, Mr [redacted] warranty has expired on his furnitureTherefore, we are unable to continue with further repair needsAgain, we have no records showing that Mror Mrs [redacted] contacted our service department regarding any further repairs between the date of the last inspection 2/19/ before the warranty expiration date of 9/17/We have attached a copy of the FurnitureGard Plan during Mr [redacted] purchase period If we may be of further assistance, Mror Mrs [redacted] may contact Customer Service at 1-877-358- Kind regards, Dyeisha W [redacted]
Thank you for the opportunity to respond to Mrs [redacted] ’s complaint We researched Mrs [redacted] ’s complaint and found her issue has been addressed and resolved We show Mrs [redacted] has been contacted and the correct furniture piece ( [redacted] ) was delivered and received in good order on 8/19/ Again, we sincerely apologize to Mrs [redacted] for the inconvenience she experienced during this process If we may be of further assistance, Mrs [redacted] may contact our Customer Service department at 1-877-358-Kind regards, Jana A [redacted] Customer Relations
Thank you for the opportunity to respond to Mrs [redacted] complaint Our records show on11/19/14, Mrs [redacted] purchased a [redacted] high-efficiency washer and electric dryer with a 24-month Repair Service Agreement on both, a [redacted] dishwasher that came with a limited 1-year manufacturer’s warranty, and a [redacted] electric range that also came with a limited 1-year manufacturer’s warranty Mrs [redacted] declined to purchase any additional RSA coverage on her dishwasher and range; we confirmed Mrs [redacted] manufacturer’s warranty for her dishwasher and range expired on11/21/ Mrs [redacted] elected to have her appliances delivered; which was completed on11/21/ After researching Mrs [redacted] complaint we found she contacted us on 10/11/16; requesting to have service on her dishwasher and range Mrs [redacted] was advised that the appliances were no longer covered under warranty as of November Mrs [redacted] was informed of Conn’s trip charge fee ($146.06) if she wanted to have her items assessedAt this time we are unable to honor Mrs [redacted] request to credit her account, exchange, or repair her appliances at no cost Mrs [redacted] manufacturer’s warranty expiredNovember 2015and no additional RSA coverage was purchased through Conn’s to review other options If Mrs [redacted] is in need of service it will be an out of pocket expense If we be of further assistance, Mrs [redacted] may contact our Customer Service Department at1-877-358- 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 If they truly looked at the unit in the store, they would no that the piece is actually pieces, not three And the sectional at the store has all pieces connected and the two end pieces still slant to the outside Please see the attached picture Adding the additional piece (s) will not solve the problem If they are not willing to exchange our piece for a different piece we will have no other option than to hire an attorney All we want is a sofa we can sit on Regards, [redacted] ***
Thank you for the opportunity to respond to Mrs***’s complaintWe contacted the store manager and were informed that the chairs were displayed incorrectly in the store at the time of Mrs***’s purchaseThe store manager ordered the pillows directly from the manufacturer on three separate occasions, however; each time Mrs [redacted] stated the incorrect pillows were receivedThe store manager also stated that he offered Mrs [redacted] the pillows that were displayed on the showroom floor with the chairs since they had the patterns/texture which Mrs [redacted] desired however; she declined the offer Conn’s is willing to offer the following options in an attempt to resolve this matter: · Mrs [redacted] may keep the pillows she received at the time of delivery, and we will process a 10% concession to her account for each chair or; · We can re-order the pillows from the manufacturer to be shipped to Mrs***’s residencePlease be mindful orders may take up to 3-weeks to receiveWe were able to obtain pictures from the store manager showing the correct pattern/texture of the pillows We sincerely apologize for any inconvenience Mrs [redacted] experienced during this processIf we may be of further assistance, Mrs [redacted] may contact us at1-866-765- Kind regards, Dyeisha [redacted]
Thank you again for the opportunity to respond to Mr***’s concerns regarding account [redacted] Mr [redacted] stated there were added charges on his account he was not aware ofcording to our records, Mr [redacted] signed a 36-month promissory note and security agreement on December 21, He agreed to have his minimum monthly payment of $due on the 21st of each month Mr [redacted] made one payment of $on February 9, 2017; however, his minimum monthly payment is $ Mr [redacted] stated he is also receiving collection calls When a payment is late, we routinely begin call attempts to the telephone numbers provided on the credit application, as a reminder to ensure payments will be made timelyIt is practice for our company to begin call attempts to assist consumers from falling behind on their accountMr [redacted] may pay in his local Conn's store, by mail, over the phone, or online where we also offer the option to schedule recurring payments if it is more convenient for him, before the due dateAdditionally, if Mr***’s pay date has changed, he may benefit from requesting a change of his due date each monthWe ask that Mr [redacted] contact us if he would find this beneficial.Mr [redacted] stated he was not aware of the insurance charge on his account Our records indicate, Mr [redacted] filled out his credit application through conns.com The approval email Mr [redacted] received instructed him to bring a valid ID, and proof of property insurance (renters or homeowners insurance policy) if applicable The email also states Customers are required to have property insurance covering the products they purchase from Conn’s and financed by Conn’s Customers have the Freedom to Choose; they can purchase Credit Property insurance offered by Conn’s OR provide proof of homeowners/renters insurance at the time of purchase while in our stores Due to this being a secured promissory note and security agreement, the merchandise must be insurance 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 as long as the declaration pages shows coverage from the date of purchase to the present dateMr [redacted] signed the Notice of Proposed Insurance page and the Freedom to choose page regarding the insuranceMr [redacted] may fax a copy of his homeowners’ or renter’s insurance declaration page to our insurance department at 855-593- We ask that he notate her Conn’s account number on the fax for faster processing.Conn’s respectfully disagrees that Mr [redacted] did not receive a copy of his contract as it was emailed to the address on file on the day of his purchase as he gave consent to receive the documents electronically We have included copies of his documents for his records We are unable to honor Mr***’s request to return he merchandise as it is outside of the return exchange period Mr [redacted] was given a copy of our return/ exchange policy at the time of his purchaseAdditionally, our return exchange policy is displayed at each desk and on a large sign in the front of the store that can be seen entering and exiting each locationTo ensure transparency, our policy can also be found on our website at conns.com.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 Mrs [redacted] ’ complaint After researching Mrs [redacted] ’ complaint we confirmed; she was contacted by a UST manager on 8/18/ During their conversation Mrs [redacted] informed him that she was going to contact her floor installer to get a quote to fix the repairs that were not completed properly Once the estimate has been obtained; Mrs [redacted] will contact the UST manager for further assistance to resolve her issue If we may be of further assistance, Mrs [redacted] may contact our Customer Service Department at 1-877-358- 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 I didnt leave a reasonThere was no place to leave one all I want is for the bed frame to be returned that is allthe description that you had mentioned only stated that it was a wood bed frame and when I asked the sales rep about it he stated that he beleved it was solid wood and in a since he was correct it is made of woodAs for me not buying extra insurance no I did notwhy should I have had to spent more money for extra converge when there was a major issue within daysI have been on the phone with your call center newmerus times and they stated that they were not going to rerurn the bed only fix the part that failed well that don't work for me anymoreYou see I was not delt with in a timley maner slept on the floor for weeks then I built another frame for my bed that is much stronger and way cheeper then your 1300$ish so please dont insult meYour help desk stated that they would only replace the brokin part not replace the bed and since your company does not have a solid wood bed frame there is no point in exchanging it just take it back and remove it from my payment and we can continue to do business [Provide details of why you are not satisfied with this resolution.] Regards,
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint From: [redacted] Sent: Thursday, June 11, 10:PM To: drteam Subject: Re: Complaint # [redacted] I rejected their response as it did not rectify the problemI tried calling and emailing their customer service and had no luck in communicating and they even hung up on me on the last phone callPerhaps they kept the recording of that callMy main complaint is the store took advantage of a senior citizen ( my husband ***) and did not verbally explain the financing, or warranty charges, and they sold him merchandise he did not needWhen my husband told me about the bill, the days had indeed passedwhich brings me back to their callous handling of my complaint and their unwillingness to accept the [redacted] sold to him even though it was unusedI would like to have the [redacted] returned, and I would like them to pay any and all finance interest charges, since they told my husband they were financing for zero percent interest
Thank you for the opportunity to respond to Mr [redacted] ’s complaintOur records show on6/10/16, Mr [redacted] purchased the [redacted] sofa and loveseat and elected to purchase a 36-month FurnitureGard PlanMr [redacted] signed his contract and invoice which list the description the products he agreed to purchaseWe show on6/13/16, Mr [redacted] ’s items were delivered and signed as received in good order; no damaged were reported regarding the furniturePrior to receiving Mr [redacted] ’s complaint, we have no records showing that he has contacted us regarding incorrect furniture received at the time of delivery We researched Mr [redacted] ’s service history and found that he contacted our service department on8/6/16stating the cushions were sinking in on the sofa and the wood is making a popping noiseA service appointment was scheduled for8/17/16however; no one was available during the service appointment, and Mr [redacted] could not be reached therefore the order was canceledWe show Mr [redacted] contacted service again11/11/16stating the loveseat cushion was sinking inMr [redacted] was originally scheduled for11/22/16but re-scheduled for12/21/Before the appointment, Mr [redacted] was contacted and made aware that the serviceman was injured on a previous job and would have to re-scheduleOur records show Mr [redacted] is currently scheduled to have a serviceman assess his sofa and loveseat on 1-17-due to the cushions sinking on both unitsOnce the serviceman assesses the furniture, we can determine what further actions are required Although Mr [redacted] ’s furniture does not meet the qualification for an exchange at this time; we will continue with any covered repair needs We have attached supporting documents with our response If we may be of further assistance, Mr [redacted] may contact us at1-877-325- Kind regards, Dyeisha W [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.] Regards, Revised: August 29, June 9, To Whom It May Concern: My name is [redacted] and my husband and I visited your Conn’s Store in Southaven, MS that opened on Friday, May 27, We visited the store on Saturday, May We purchased a mattress and sofa sleeperI WAS SO PLEASED WITH THE CUSTOMER SERVICE EXPERIENCE I HAD WITH [redacted] that I went back on Monday, May 30, and purchased the reclinerAll this was thru your amazing credit programI went and told my family members how pleased I was and that you had some amazing sales associates working for youSo here comes the part that is now a bitter/sweet situationI was told that my delivery would be here on Tuesday, June 7, (which it was)I was told that I needed to make sure to inspect everything (which my husband did)Only to find out that the recliner and the mattress was perfectThe sofa however had scratches at the bottom and then there was a hole on the arm and the inside filling was coming outMy husband advised the driver to return the sofaThe driver did and a supervisor came out and spoke with my husband about the concern of the sofaWell the supervisor didn’t know about the hole on the arm at the time and made a statement to my husband (“that the scratches were at the bottom and you can’t see them)! This to me was an insult to even say! THIS WAS NOT SOME USED AS IS FURNITURE AND WHY SHOULD I ACCEPT OR PAY FOR SOMETHING DAMAGED? So I received a call and text that said I would have another one delivered to me on June 8, between the hours of 4:15p and 7:15pI so called the store and spoke with [redacted] (my sales associate) she said she would look into my concern and let me know what is going on (she made sure to apologize for my concern)When she called me back she advise me of the same information that I had received a call and text aboutSo again I’m on Cloud and telling my family and friends how you guys turned what could have been a BAD situation into an amazing experience (only to later be let down and eat my words)So on June 8, 2016, I rushed home from work and cancelled my plans I had to go to [redacted] So time passes and it’s 5:49pm and no call has come in or text so I called the [redacted] number and spoke with [redacted] informed me that she called the store the night before and let the store manager know that they DID NOT have another leather sofa sleeper in stock and that the system did not show when another sleeper would be inShe said I should call the store and speak with the manager to see what kind of solution they had for meI advised her that she should do the leg work not me (I’m being inconvenienced)So I sat and waited for someone call and minutes went by and I said let me callI called the store and asked for the manager [redacted] (I think was his name) got on the phone and I explained to him my concernHe said give me a moment and he looked in the system and saw that another sleeper would not be available till June 27, He said I can give you a credit for your sleeper and you can go somewhere else and get one (I said no, I brought the matching recliner, so that is not an option) He said well we have another sleeper you can getI said that will not match neither my recliner, nor will it match what I already have in my homeI advised him that I had several events that I had planned to host at my house and that I had given away my sofa and had nothing for my guest to sit onSo he asked “WHAT WOULD YOU LIKE FOR ME TO DO”? I advised him to give a credit or something for the inconvenience“He advised me that that wasn’t going to happen and he couldn’t do that”So at this point because I really want the sofa sleeper my back is up against the wall and I am stuck without a couch and I can’t sit in my living room for daysHe said that the sofa sleeper would be in on the 27th of June and he will schedule for it to be delivered on the 28th of JuneSo this letter is just to express my FRUSTRATION for this inconvenienceI now have another issue with your companyI overpaid my account on July 15, and was told that it will take 7-business days for it to be processed and me to receive the refundThe person in the store advised my husband to also call the customer service office and let them know that this has been paid so when the check comes in they will already have a head start on the processI called the customer service department and let them know and the lady I spoke to advised me the same thingI called back on July 20th and spoke with a representative who advised me that it will take to weeksI would like someone to look at my accountBecause some are saying 7-business days and some are saying 4-weeksWhen calling to find out about the status of my refund I have been hung up on, I have been provided miss informationI have been denied the ability to speak with a manager, I have been denied information on who is the district managerMy last visit to the store was a nightmareThe store manager ( [redacted] ) talked to me like I was nobodyHe threated to call the police on meHe advised me that I would have to wait till they send my check and there is nothing that he will do about itHe refused to give me his managerHe said he is the head and I would need to call and speak with customer service if I wanted any other informationHe just frustrated me even more rather than find a resolution to the situation$is no small changeI have paid several other bills and they were overpaid and they were paid after I paid this account off and I have received my refund with no problemsI would like to be heard and I would like to speak with someone in "Corporate to advise of the employee's you have working for youTo me if it was my company I would care and want to know these thingsThese things are important because it can cause you your businessNow if the situation was reversed and I owed you money, I would have reported to the credit bureau and you would have been blowing my phone up Best Regards, [redacted] *** [redacted] [redacted] ***e: [redacted] o: [redacted] w: [redacted]
Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to the concerns you have regarding account(s) [redacted] 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 Ms [redacted] ’s retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letterAs a reminder, she may contact Conn’s regarding questions about her purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com Ms [redacted] stated in her complaint that: her dishwasher could not be delivered and was credited to the account; the contract was not updated reflecting the return; and she would like the account corrected to show the correct balanceOur investigation reveals that: Ms [redacted] ’s dishwasher was not delivered and was credit to the account; the contract would not be re-written due to the return; and all items have been credit to the account and the account balance is correct According to our records, Ms [redacted] signed a 36-month retail installment contract on January 19, That contract included our 18-month no-interest financing promotion (“Cash-option”)Ms [redacted] ’s contract included a 78” television for $3999.99, the 25-month repair service agreement (RSA) for $499.99, a dishwasher for $449.97, installation for the dishwasher at $119.99, a dishwasher kit for $and standard delivery for $ Ms [redacted] did not accept delivery of the dishwasher and a credit in the amount of $was applied to the account on February 1, That credit included the $for the dishwasher, the $for the installation charge and any applicable taxes An additional credit in the amount of $was applied to the account on February 1, This credit was for the delivery fee of $and any applicable taxes Ms [redacted] requested to cancel the RSA coverage on the television and a credit in the amount of $was applied to your account on March 6, This amount included the $for the RSA coverage and any applicable taxes In reviewing Ms [redacted] ’s account, we noticed she had not received credit for the dishwasher kit We processed a credit in the amount of $on May 31, That credit includes $for the kit and any applicable taxesConn’s respectfully disagrees that the account balance is incorrect Although the promissory note and security agreement was not re-written, all credits and payments have been applied to the accountWe have included a copy of Ms [redacted] ’s payment history for her recordsConn’s values Ms [redacted] as a customer and appreciates her for bringing her concerns to our attention
Revdex.com: This letter is to inform you that Conns Appliance, Inchas carried out to my satisfaction the resolution it proposed for my complaint, filed on 12/7/and assigned ID Regards,
Thank you for the opportunity to respond to Mr [redacted] ’s complaint Our records show on [redacted] top load electric dryer with a 48-month Repair Service Agreement Mr [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase which states:A consumer has 30-days from the date the item is received to return or exchange (appliances and electronics) with the required 15% restocking fee and if your product fails whileunder manufacturer's warranty or Conn's RSA, Conn's Factory Authorized Service will repair your product according to these warranties.Mr [redacted] elected to have his dryer delivered; which was completed onSeptember 7, We researched Mr [redacted] ’s complaint and found he contacted us onOctober 26, 2016; stating the dryer was making a strange humming noise We show Mr [redacted] was scheduled for service onOctober 31, 2016; however at Mr [redacted] request the service order was rescheduled OnNovember 1, 2016andNovember 2, 2016we attempted to contact Mr [redacted] to reschedule but we were unsuccessful and due to no contact Mr [redacted] ’s service order was cancelled OnNovember 8, 2016, a new service order was created and Mr [redacted] is currently scheduled for service on Monday November 14, 2016.Our records indicate we have a part on hand (idler pulley) if the pulley is defective; repairs are scheduled to be completed onNovember 14, If we may be of further assistance, Mr [redacted] may contact our Customer Service Department at 1-877-358- Kind regards, Jana [redacted]
Revdex.com: This letter is to inform you that Conns Appliance, Inchas carried out to my satisfaction the resolution it proposed for my complaint, filed on 7/23/and assigned ID [redacted] Sent: Wednesday, July 27, 1:PMSubject [redacted] Thank you for your assistance, my washer was replaced yesterday evening Regards,
Thank you for the opportunity to respond to [redacted] ’ concerns regarding account [redacted] Ms [redacted] stated she would like a payoff per item listed on her account According to our records, Ms [redacted] signed a 32-month retail installment contract on July 9, That contract included the remaining balance from account [redacted] Conn’s is unable to give Ms [redacted] a payoff quote by item listed The contract is for the entire balance of the account and payoff quotes per item are not available We have included a copy of Ms [redacted] signed retail installment contract and payment history for her records Conn’s values Mr [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] concerns regarding collection calls she has received We have found that [redacted] telephone number was linked to an account in error We have placed a cease and desist on the telephone number provided by *** [redacted] Please note it may take up to 24-hours for the cease and desist process to be completed If [redacted] receives any additional calls after the hour period, we ask that she contact us directly We would like to apologize for any inconvenience [redacted] has experienced due to this matter Thank you,Cheryle S [redacted]
Thank you for the opportunity to respond to [redacted] concerns regarding account [redacted] [redacted] stated he believes his cash-option should be honored due to a delay in delivery According to our records, [redacted] signed a 32-month retail installment contract on June 14, That contract included our 12-month no-interest financing promotion (“cash-option”)Due to a delivery delay, [redacted] received his product on August 6, Conn’s has agreed to honor [redacted] request to honor the “cash-option” and close the account We ask that [redacted] please allow 10-business days for processing [redacted] will receive an account close-out letter once the maintenance has been completed and the account is closed Conn’s values [redacted] as a customer and sincerely apologizes for any inconvenience he has experienced due to this matter Thank you, Cheryle S [redacted]
Thank you for the opportunity to respond to Mrs***’s concerns regarding account # [redacted] Mrs [redacted] stated she and her husband purchased merchandise and was told the inquiry would be a soft hit on their credit and they would get 24-months same as cash She also stated she asked for the due date to be on the 21st of every month and she also requested we not contact her or her husband’s employer regarding the account According to our records, Mrand Mrs [redacted] signed a 30-month retail installment contract on January 11, This contract was approved for our 12-month no-interest financing promotion; however, it did not qualify for the 24-month no-interest financing promotion at the time of purchase Mrs [redacted] stated she was told the inquiry would be a soft pull on her and her husband’s credit In order to qualify for credit, a credit check is required to determine eligibility This is reflected on the credit reports as a credit inquiry We have placed a cease and desist on the phone numbers associated with the place of employment at Mrs***’s request We have also processed a good-will due date change and moved the monthly due date to the 21st of each month Mrs***’s next payment will be due on July 21, Mrs [redacted] has requested that she be able to return the fireplace We are unable to return the fireplace because it is outside our return/exchange policy We have attached a copy of Mrand Mrs***’s signed contract, invoice, Cash-option acknowledgement and our return/exchange policy for their records We value Mr and Mrs [redacted] as customers and appreciate Mrs [redacted] for bringing her concerns to our attention Thank you,Cheryle [redacted]
Thank you for the opportunity to respond to Mrs [redacted] complaintOur records show on12/18/13, Mrs [redacted] purchased a [redacted] washer and dryer and elected to purchase a 48-month Repair Service Agreement Plan We researched Mrs [redacted] complaint and found she contacted our service department on8/4/16stating her dryer was not drying her clothesMrs [redacted] service appointment was scheduled with a 3rd party certified technician due to her locationThe service provider stated they attempted to contact Mrs [redacted] on several occasions using the phone number on file but was unsuccessfulOur records show Mrs [redacted] contacted the service department on8/17/16to get an update regarding her appointment but was advised the technician was unable to reach her on the number listedMrs [redacted] provided an alternate contact number and the information was forwarded to the service provider to schedule an appointmentWe show Mrs [redacted] is currently scheduled for service on 8/30/16; once the technician assess the dryer we can determine what further actions are required We sincerely apologize for any inconvenience Mrs [redacted] experienced as a result of the delay If we may be of further assistance, Mrs [redacted] may contact us at1-866-765- Kind regards, Dyeisha [redacted]
Thank you for the opportunity to respond to Mrs [redacted] ’ additional commentsAs mentioned in our previous response, during the last completed service inspection dated 2/19/the serviceman found pet damages, burn marks, and a hole is the seat casing of the sofa where Mrs [redacted] used glue in attempts to self-repair causing further damagesThe serviceman also found the mattress solid; the shape coiled out and a gun clip lodged into a hole in the springs where the mattress failedMrand Mrs [redacted] have been advised that the reported damages would not have been covered under the Terms and Conditions of the FurnitureGard Plan during the coverage periodAs of as of September 17, 2015, Mr [redacted] warranty has expired on his furnitureTherefore, we are unable to continue with further repair needsAgain, we have no records showing that Mror Mrs [redacted] contacted our service department regarding any further repairs between the date of the last inspection 2/19/ before the warranty expiration date of 9/17/We have attached a copy of the FurnitureGard Plan during Mr [redacted] purchase period If we may be of further assistance, Mror Mrs [redacted] may contact Customer Service at 1-877-358- Kind regards, Dyeisha W [redacted]
Thank you for the opportunity to respond to Mrs [redacted] ’s complaint We researched Mrs [redacted] ’s complaint and found her issue has been addressed and resolved We show Mrs [redacted] has been contacted and the correct furniture piece ( [redacted] ) was delivered and received in good order on 8/19/ Again, we sincerely apologize to Mrs [redacted] for the inconvenience she experienced during this process If we may be of further assistance, Mrs [redacted] may contact our Customer Service department at 1-877-358-Kind regards, Jana A [redacted] Customer Relations
Thank you for the opportunity to respond to Mrs [redacted] complaint Our records show on11/19/14, Mrs [redacted] purchased a [redacted] high-efficiency washer and electric dryer with a 24-month Repair Service Agreement on both, a [redacted] dishwasher that came with a limited 1-year manufacturer’s warranty, and a [redacted] electric range that also came with a limited 1-year manufacturer’s warranty Mrs [redacted] declined to purchase any additional RSA coverage on her dishwasher and range; we confirmed Mrs [redacted] manufacturer’s warranty for her dishwasher and range expired on11/21/ Mrs [redacted] elected to have her appliances delivered; which was completed on11/21/ After researching Mrs [redacted] complaint we found she contacted us on 10/11/16; requesting to have service on her dishwasher and range Mrs [redacted] was advised that the appliances were no longer covered under warranty as of November Mrs [redacted] was informed of Conn’s trip charge fee ($146.06) if she wanted to have her items assessedAt this time we are unable to honor Mrs [redacted] request to credit her account, exchange, or repair her appliances at no cost Mrs [redacted] manufacturer’s warranty expiredNovember 2015and no additional RSA coverage was purchased through Conn’s to review other options If Mrs [redacted] is in need of service it will be an out of pocket expense If we be of further assistance, Mrs [redacted] may contact our Customer Service Department at1-877-358- 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 If they truly looked at the unit in the store, they would no that the piece is actually pieces, not three And the sectional at the store has all pieces connected and the two end pieces still slant to the outside Please see the attached picture Adding the additional piece (s) will not solve the problem If they are not willing to exchange our piece for a different piece we will have no other option than to hire an attorney All we want is a sofa we can sit on Regards, [redacted] ***
Thank you for the opportunity to respond to Mrs***’s complaintWe contacted the store manager and were informed that the chairs were displayed incorrectly in the store at the time of Mrs***’s purchaseThe store manager ordered the pillows directly from the manufacturer on three separate occasions, however; each time Mrs [redacted] stated the incorrect pillows were receivedThe store manager also stated that he offered Mrs [redacted] the pillows that were displayed on the showroom floor with the chairs since they had the patterns/texture which Mrs [redacted] desired however; she declined the offer Conn’s is willing to offer the following options in an attempt to resolve this matter: · Mrs [redacted] may keep the pillows she received at the time of delivery, and we will process a 10% concession to her account for each chair or; · We can re-order the pillows from the manufacturer to be shipped to Mrs***’s residencePlease be mindful orders may take up to 3-weeks to receiveWe were able to obtain pictures from the store manager showing the correct pattern/texture of the pillows We sincerely apologize for any inconvenience Mrs [redacted] experienced during this processIf we may be of further assistance, Mrs [redacted] may contact us at1-866-765- Kind regards, Dyeisha [redacted]
Thank you again for the opportunity to respond to Mr***’s concerns regarding account [redacted] Mr [redacted] stated there were added charges on his account he was not aware of
cording to our records, Mr [redacted] signed a 36-month promissory note and security agreement on December 21, He agreed to have his minimum monthly payment of $due on the 21st of each month Mr [redacted] made one payment of $on February 9, 2017; however, his minimum monthly payment is $ Mr [redacted] stated he is also receiving collection calls When a payment is late, we routinely begin call attempts to the telephone numbers provided on the credit application, as a reminder to ensure payments will be made timelyIt is practice for our company to begin call attempts to assist consumers from falling behind on their accountMr [redacted] may pay in his local Conn's store, by mail, over the phone, or online where we also offer the option to schedule recurring payments if it is more convenient for him, before the due dateAdditionally, if Mr***’s pay date has changed, he may benefit from requesting a change of his due date each monthWe ask that Mr [redacted] contact us if he would find this beneficial.Mr [redacted] stated he was not aware of the insurance charge on his account Our records indicate, Mr [redacted] filled out his credit application through conns.com The approval email Mr [redacted] received instructed him to bring a valid ID, and proof of property insurance (renters or homeowners insurance policy) if applicable The email also states Customers are required to have property insurance covering the products they purchase from Conn’s and financed by Conn’s Customers have the Freedom to Choose; they can purchase Credit Property insurance offered by Conn’s OR provide proof of homeowners/renters insurance at the time of purchase while in our stores Due to this being a secured promissory note and security agreement, the merchandise must be insurance 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 as long as the declaration pages shows coverage from the date of purchase to the present dateMr [redacted] signed the Notice of Proposed Insurance page and the Freedom to choose page regarding the insuranceMr [redacted] may fax a copy of his homeowners’ or renter’s insurance declaration page to our insurance department at 855-593- We ask that he notate her Conn’s account number on the fax for faster processing.Conn’s respectfully disagrees that Mr [redacted] did not receive a copy of his contract as it was emailed to the address on file on the day of his purchase as he gave consent to receive the documents electronically We have included copies of his documents for his records We are unable to honor Mr***’s request to return he merchandise as it is outside of the return exchange period Mr [redacted] was given a copy of our return/ exchange policy at the time of his purchaseAdditionally, our return exchange policy is displayed at each desk and on a large sign in the front of the store that can be seen entering and exiting each locationTo ensure transparency, our policy can also be found on our website at conns.com.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 Mrs [redacted] ’ complaint After researching Mrs [redacted] ’ complaint we confirmed; she was contacted by a UST manager on 8/18/ During their conversation Mrs [redacted] informed him that she was going to contact her floor installer to get a quote to fix the repairs that were not completed properly Once the estimate has been obtained; Mrs [redacted] will contact the UST manager for further assistance to resolve her issue If we may be of further assistance, Mrs [redacted] may contact our Customer Service Department at 1-877-358- 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 I didnt leave a reasonThere was no place to leave one all I want is for the bed frame to be returned that is allthe description that you had mentioned only stated that it was a wood bed frame and when I asked the sales rep about it he stated that he beleved it was solid wood and in a since he was correct it is made of woodAs for me not buying extra insurance no I did notwhy should I have had to spent more money for extra converge when there was a major issue within daysI have been on the phone with your call center newmerus times and they stated that they were not going to rerurn the bed only fix the part that failed well that don't work for me anymoreYou see I was not delt with in a timley maner slept on the floor for weeks then I built another frame for my bed that is much stronger and way cheeper then your 1300$ish so please dont insult meYour help desk stated that they would only replace the brokin part not replace the bed and since your company does not have a solid wood bed frame there is no point in exchanging it just take it back and remove it from my payment and we can continue to do business [Provide details of why you are not satisfied with this resolution.] Regards,
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint From: [redacted] Sent: Thursday, June 11, 10:PM To: drteam Subject: Re: Complaint # [redacted] I rejected their response as it did not rectify the problemI tried calling and emailing their customer service and had no luck in communicating and they even hung up on me on the last phone callPerhaps they kept the recording of that callMy main complaint is the store took advantage of a senior citizen ( my husband ***) and did not verbally explain the financing, or warranty charges, and they sold him merchandise he did not needWhen my husband told me about the bill, the days had indeed passedwhich brings me back to their callous handling of my complaint and their unwillingness to accept the [redacted] sold to him even though it was unusedI would like to have the [redacted] returned, and I would like them to pay any and all finance interest charges, since they told my husband they were financing for zero percent interest