Conns Appliance, Inc.

Review: We received a prequalification letter one year ago from Conns, we wanted to purchase an air conditioner , but we were told we were not qualified. One year later we received a telephone call from [redacted] to come in and update our information and we will qualified for the purchase . We went in and updated our information , complete with work phone numbers , but again we were told we were not qualified . At that time , we called the home office and asked to be taken off the mailing list and the calling list . Three weeks after that , we received another prequalification letter and a phone call at my job from [redacted] , that if we came in to the store he could facilitate the purchase of an air conditioner . We went to the store , he was busy with another customer , we waited for him to finish , but then he got too busy to see us .Desired Settlement: Stop Contacting me at work and stop sending correspondance

Business

Response:

Thank you for

the opportunity to respond to [redacted] concerns regarding promotional

letters and calls she has been receiving.

We have placed

a cease and desist on the telephone numbers provided by [redacted], as well

as, removed her name from the mailing list.

Please allow

up to 24 hours for the process to complete.

If [redacted] receives any further mailings or phone calls after the 24

hour period, we ask that she contact us directly so we may address it further.

We value [redacted] and apologize for any inconvenience she has experienced due to this

matter. Thank you,[redacted]

Review: [redacted] I bought a ** refrigerator 18 months ago, paid cash & purchased the extended warranty from Conn,s. My refrigerator went down [redacted] and is still down. We have had 2 service tec's out to look at it, the last one that was here changed out the motherboard and told us if that did not fix it they would have to order and change the compressor. My refrigerator has the "smart diagnostic" system that will tell you what is wrong with it, Conn's does not use that because their cell phone signal from their cheap phone will not pick the signal up from the refrigerator, I have run the diagnostic 2 time now my self and the keep telling me mother board and compressor need to be replaced so today "MAYBE" they will come and do a seal test on the doors as they have not ordered a compressor yet. If I had purchased this appliance from BEST BUY they would have already replaced the refrigerator. So needless to say "Burn me once shame on you, Burn me twice shame on me. I will never buy anything from "CONN'S" again and for sure I will pass this experience on to as many as I can. I was told when I bought the extended warranty that if something were to happen that the product could not be repaired in a reasonable amount of time they would just replace it. I don't know what Conn's call reasonable but I am tired of living out of a ice chest for almost a month now, that is unreasonable. You took my money now its time for you to hold your end of the deal up.Desired Settlement: Replace this refrigerator

Business

Response:

Thank you for the

opportunity to respond to [redacted] complaint. Our records show on [redacted],

[redacted] purchased a ** French Door refrigerator with a 48-month Repair

Service Agreement Plan.

We reviewed [redacted]

complaint and found he contacted our service department on [redacted] stating his

refrigerator was not cooling or freezing. Our records show on [redacted], Conn’s

agreed to issue an exchange under the Terms and Conditions of the Repair

Service Agreement due to there was a delay receiving the necessary parts to

complete repairs. We no longer have the same refrigerator [redacted] originally

purchased therefore; he was contacted and made aware that we will issue an

in-store credit of $2199.99 (original amount paid) to re-select another

refrigerator that meets his expectations. [redacted] may visit his nearest

Conn’s location to initiate the exchange.

We sincerely apologize

for any inconvenience [redacted] experienced as a result of the service delay.

We have also attached a copy of our food loss claim for [redacted] to submit if

any food was loss as a result of the refrigerator malfunctioning.

If we may be of further assistance, Mr. Rolan

may contact Customer Service at [redacted].

Kind regards,

Review: The bed I purchased from Conn's was really loose and would move side to side when I was on the bed. I called the technician to come out and fix it. The tech from Conn's aid they tighten the screws and that's all they could do the bed was still whobbley and did no feel sturdy. I keep calling conns several times and they never send a tech out. One night I was sleeping on the bed with my wife and 5 yr old daughter ,and the bed fell o the floor. I looked at the bed and the frame was bend and the screws were all bend and sripted as of they had been forced in. I called Conn's and they said warranty was over. And we have to continue to pay or the bed. They broke the bed and we could have gotten hurt. And they will not work with us, I need a bed and I have to continue to pay for a broken one. That's horribleDesired Settlement: I need a replacement or I need to stop making payments without affecting my credit or just my money back.

Business

Response:

Thank you for the opportunity to

respond to [redacted]’s complaint. Our records show on 6/12/11, [redacted] purchased a

Trevisio king bedroom set which consisted of eight pieces; headboard,

footboard, rails, (2) accent chest, 7-drawer dresser, 5-drawer chest, and

mirror with a limited 1-year manufacturer warranty which expired on 6/13/12. [redacted] elected to

have his bedroom set delivered; [redacted] signed acknowledging he received

his bedroom set on 6/14/11 in good order.

We received [redacted]’s

complaint and found he contacted our service department on two separate

occasions regarding his headboard.

· On 7/13/11, [redacted]

contacted us; stating the headboard was squeaking, not sturdy, and was

loose. We attempted to contact [redacted] on several occasions to

schedule service, however due to no response his service order was cancelled.

· On 8/09/11, [redacted]’s

service order was re-opened and he was scheduled for service on 8/13/11. During [redacted] inspection the serviceman found the bed was squeaking and the legs on

slat needed to be adjusted. The serviceman adjusted the legs and

tightened loose screws.

Our records show [redacted]

contacted service on 9/04/14 requesting to have service on his

bed rails; [redacted] was advised his items were no longer covered under

warranty. At this time we are unable to honor [redacted]’s request for

an exchange or refund; [redacted] bedroom furniture is no longer covered under

warranty as of6/13/12.

If we may be of further

assistance, [redacted] may contact Customer Service at [redacted].

Kind regards,

Consumer

Response:

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,

Review: In 03/2013 I went into a sore at the Dallas Conn's to pay 2 accounts off in full to avoid any interest being added after promotion period. I paid over $2200+ which is the same amount I verified the balance was 3 weeks prior. I verified with a assistant manager(African female) that this balance was paid in full and no additional fees would be added or accrued. I checked my credit 02/2014 and noticed there was a $700+ balance which showed this account was still open and active and current. From there, I went in the store which the assistant manager no longer works. they gave me the cr to contact someone. I contacted the customer service dept, customer relations department, warranty department, and the collections dept with no resolutions. I was told I should have read the contract which showed a balance of $85.00 for insurance. I was advised a store wouldn't be able to see this charge and it is up to the customer to handle this matter. I spoke with 5 different escalation reps and/or supervisors who were only willing to send me a copy of my contract rather than fix the issue. I was told the $85.00 accrued interest over 1 year and now over $700.00. I inquired why haven't I received past due invoices and/or calls pertaining to this matter. I was told the system showed that I was paid up until 03/2014. This makes no sense. If I was paid up for 1 year then the account should not be accruing interest. I am very disappointed, frustrated and appauld that Conn's would ruin my credit over $700 that is not mistake when I paid the account in full and invested over $4000.00 with their company. I have even met with the store manager who has attempted to help but never returned calls or resolved the issue. this is horrible customer service. I verified before making this payment and went by the store employees and/or the assistant manager. I should not be liable for been given the incorrect information and/or the store not having proper tools which is causing misleading information to the customer.Desired Settlement: This account needs to be paid off by Conns and removed/closed from my credit showing paid in full with no negative comments.

Business

Response:

Review: First, I went in to the store and bought a computer and ordered a bed. They informed me that the bed would not be delivered until the 24th of the month because they did not have all the parts. This was the fourth of the month. They called on the 23rd and said the driver would be calling to set up a delivery time on the 24th. I called on the 24th because I had not heard anything and was told that it would be the 25th before the bed would be there. On the 25th I still received no call, so I called again and was told it would be the 1st before the bed got there. No one ever called and said that no one was coming. I had gotten rid of my children's old beds and was getting the run around on the new bed.

Second, I missed my payment. I will be paying it by the due date next month, but I missed the last one. They call me multiple times a day from multiple different phone numbers. Some leave messages some do not. My voicemail is full right now so they cannot leave messages. The calls started today 9/26/14 at 8:37 am. I have received 6 calls since then and it is 11:59 right now. The calls came in at the following times: 8:37 am, 9:45 am, 10:24 am, 10:39 am, 11:12 am and 11:47 am. They have also been calling my work phone. I had to call them and tell them that they were going to get me fired. No more calls since then. The customer service was terrible and now the collections are violating the Fair Collections Act. My next report is to the AOG about the harassing phone calls.Desired Settlement: I expect collection phone calls, but this is a little out of control. There is no need to call me every 30 minutes. They should stop calling so much. I also received no kind of apology for the ridiculous way I was treated over the bed. I had to cancel the order and did not get the money back that I put down on it. It was instead transferred to the computer contract but does not show up in the balance.

Business

Response:

Thank you for the opportunity to respond to [redacted]’s concerns

regarding account #[redacted]

stated she purchased a computer and a bed; however, the bed was not in

stock. She signed a replacement contract

removing the bed and she kept the computer.

According to our records, [redacted] signed a 24-month replacement

contract on July 25,

2014. That contract stated the

first payment was due on September 4, 2014.

[redacted] began receiving collection calls when her payment became past

due.

[redacted] made a down payment of $190.00 for the total amount of the

contract including the bed. When the

replacement contract was implemented, the $190.00 transferred to the new

contract.

The payoff balance on the account as of September 30, 2014 is

$1142.53. This includes a past due

payment of $63.77. If [redacted] would

like to pay the account balance in full, we ask that she call the day she plans

to submit the payment for an up-to-date payoff quote.

We value [redacted] as a customer and appreciate her bringing this

matter to our attention.

Consumer

Response:

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,

There is no care for customer satisfaction from this company. Still absolutely no regard to the fact that my children had to sleep in the floor due to the fact that Conn's could not get the order together in the time they told me. No regard to the stress it caused and the manager st the store was trained well by corporate in the fact that he didn't give a darn either. Great customer service Conn's. I let everyone that brings you up about how the company is and will continue. As far as the collection calls go, I understand that I am late on the payment, but for your company to call me 6 times in 4 hours is ridiculous and considered harassment. Since you didn't address the complaint and just the fact that I am late on my payment, the next time I feel like you are harassing me, I will contact the attorney general and get it taken care of...

Business

Response:

Thank you for the additional opportunity to respond to

[redacted]’s concerns regarding account #[redacted] stated she

purchased a computer and a bed; however, the bed was not in stock. She signed a

replacement contract removing the bed and she kept the

computer.

According to our records, [redacted] signed a 24-month

replacement contract on July 25, 2014.

That contract stated the first payment was due on

September 4,

2014.

[redacted] began receiving collection calls when her

payment became past due.

We will place a cease and desist on the telephone

numbers associated with [redacted]’s account.

We value [redacted] as a customer and sincerely apologize for

any inconvenience she has experienced due to this matter.

Review: Brand new [redacted] washer has been repaired once. The product is only one year old. Broken again. Have to wait two weeks for repair. This is not t

Wahing machine one year old. Will not spin. they have come to the house oncde and is broken again. This goes on and on.. When I call I will have to wait two weeks for a service appt. I call and get transferred from one person to the next. Same with dish waser. Installed incorrectly and flooded the kitcher. So upset . Conns is horrible.Desired Settlement: I want the applicance fixed and fast

Business

Response:

Review: I paid out an account in [redacted] In [redacted] they started calling me that I still owe then on this account. I have talk to numerous people there and the only thing I get out of them, is that I still owe money. I have ask them to furnish me a 'payment history' which they assure that I would be receiving one in the mail. This was in [redacted]and again in [redacted], to this day nothing. I went the store and had to get my own payment history on [redacted]. I told them I want to dispute the charges and they said they will review it and I still have heard nothing. Yet they are still calling and no one knows nothing, all they know is that I owe them.I am willing to pay this if they prove to me that I owe it. According to my records this is paid out!! They are not willing to meet me half way, all they want is there money and don't bother to check my dispute that I don't owe this.Desired Settlement: Let someone in accounting call me so we can straighten this out cause they don't have good bookkeeping.

Business

Response:

Thank you for the opportunity to respond to **.

[redacted]’ concerns regarding account #[redacted]. **. [redacted]

stated he paid the account balance in full on [redacted];

however, he is still receiving collection calls.

According to our records, **. [redacted] signed a 12-month

retail installment contract on [redacted]. That contract included a 6-month no interest

financing promotion.

**. [redacted] called our customer service department

on[redacted]to obtain a payoff quote for account #[redacted]. We have

reviewed that recorded call from [redacted] and the agent gave **. [redacted] a payoff

quote of $[redacted].

**. [redacted] made a payment in the store on that same

day in the amount of $[redacted].

On [redacted] received an insurance credit in

the amount of $[redacted]

This included the insurance amount of $[redacted] and

$[redacted] for finance charges.

As a one-time goodwill gesture, we will reinstate the

no-interest financing promotion and close the account. Please allow

10-14 business days for the account to close. **. [redacted]

will receive a close-out letter within 30 days of the

account.

We sincerely apologize for any inconvenience **. [redacted] has

experienced due to this matter.

Review: I went in to Conns on 12-4-2013 to pay off my 55inch tv; and decided I would purchase a bedroom set for my wife; I did not hesitate because I did not have any problems with Conns in the past; I picked out the Alexandria King bedroom set; totaling 5,000 dollar; I was told the bedroom set would be delivered on 12-**2013; and this is when the nightmare began; First off one 12-*-13; no delivery was made; The delivery person called me and stated he had the wrong furniture on the truck; so I contacted the store manager regarding the delivery due to the fact I had taken off work; and the end result was the delivery driver did not want to make the trip to [redacted] So I do believe I received the first delivery on 12-**-13; on this delivery the headboard was defective the holes were in the wrong place and was told that they would replace it; a few days later a second delivery was made however upon the second delivery I noticed the bed rail was cracked; this had to happen when the first delivery was may when they tried to force it together; so the second delivery person call dis batch and was told to leave the headboard and they would replace the rails; I have been set up for delivery on the rails three time since and conns never showed up; around 12-18-2013 I was told they did not have the parts; and that they had also close my ticket; I contacted the store again to complain and was told they would issue a gift card which I never received; I don't see how you could close out a ticket on a 5,000 bedroom set that has not been completely delivered nor set up; which I paid for; I have been sleeping on the floor since 12-*-2013 due to the fact that Conns promised delivery on that date so I sold my old bedroom set to make room; Conns only cares about getting you to sign on the dotted line and getting good service reviews; I have really been taken back my this; I have spent thousand of dollars over the years; but never again; I never believed the bad reviews until now.Desired Settlement: I would like for Conn to come and pick this stuff up; It is still in the same place the delivery staff left it; plastic and tags still on it; foam all over my floor; I have not even put my clothes in the drawers; with the delivery nightmare going on now I could not imagine what the service warranty problems are going to be like; 5,000 dollars in debt and sleeping on the floor for the last 30 days; just pick it up!!!!!!

Business

Response:

Review: We bought an OTR microwave at Conn's last November **,2013 and also bought a 24mons repair service agreement. When we open the box and about to install the item we found out that the door was not aligned and the panel assembly lock was broken .so I called the fix department of Conn's for them to fix it. Two person came and they said it's not repairable and they will send a letter for replacement but the request letter was denied.so I called Conn's what they can do? They said they will send again a repair man but no one showed up.So I called again the customer service telling me that the dispatched person said that no parts available and can't get the part to fix! They told me to call the store where I bought it if they can do anything. Was able to talked to the sales manager and he said I can't do anything if the fix department have no letter/ note in my account for replacement.so what is the use of my repair service agreement?i am very disappointed already coz it's been 3months that I called them but no results until now.Desired Settlement: I want Conn's to replace the item if they can't fix it.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show [redacted] purchased a Samsung OTR microwave with us on 11/**/13, which was

picked up and installed by someone other than Conn’s delivery. [redacted] contacted us on 12/**/13 and

stated the door would not close properly and that the panel was broken. A service call was set-up and upon inspection

the technician found the hinge and display cover had been damaged. The service order indicates the customer was

advised the damage was not covered by the warranty. [redacted] contacted us again on 1/*/14, and

stated she called Samsung and they advised her unit was not repairable and

needed to be exchanged. Based on that

information we contacted Samsung on her behalf and they agreed with the technicians

findings that the microwave was not repairable and also agreed that the damage

was not the result of a mechanical or electrical failure therefore, would not

be covered by the manufacture warranty or the repair service agreement.

Conn’s is willing to offer her credit of $199.99

toward another OTR microwave as a gesture of goodwill. [redacted] may visit her nearest Conn’s to

complete the exchange.

Attached is a copy of the signed service order.

If we may be of further assistance, [redacted]’s

may contact us at 1-877-358-1252.

Sincerely,

Customer Relations Officer

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Bought a washer from them with extended warranty. .have been waiting for weeks

for service man to come and repair it...conns makes appt and dont show up

I take off work wait for repair man that dont show up ..called corporate

office they are just as bad as the service center.Desired Settlement: I want the washer fixed. .I will let the first no show go..but I want paid for my day work lost

on the second no show..and I have sent money at laundry matt. .

Business

Response:

Thank

you for the opportunity to respond to [redacted]'s complaint. Our records show on [redacted] purchased a

[redacted] High Efficiency washer and dryer both with a 24-month Repair Service

Agreement Plan.

After researching [redacted]'s complaint

we found she contacted our service department on two separate occasions

regarding repair for her washer. [redacted]'s last service call was

received on [redacted]; stating her washer was leaking oil. Our records show there

was a scheduling conflict with [redacted]'s initial service appointment

which caused her appointment to be delayed until [redacted]. During inspection, the

technician found parts were needed to complete repairs on the washer. Once we

received the parts [redacted] was scheduled for repair on [redacted]; the

technician installed the parts and tested the washer and reported the unit was

working to manufactures specification.

We sincerely apologize for any inconvenience

[redacted] experienced as a result of delay scheduling her initial service

appointment. As a gesture of goodwill, Conn's will mail [redacted] a $[redacted]

gift for customer satisfaction.

If we may be of further

assistance, [redacted] may contact customer service at [redacted].

Kind regards,

Business

Response:

Thank

you for the opportunity to respond to [redacted]'s complaint. Our records show on [redacted] purchased a

[redacted] High Efficiency washer and dryer both with a 24-month Repair Service

Agreement Plan.

After researching [redacted]'s complaint

we found she contacted our service department on two separate occasions

regarding repair for her washer. [redacted]'s last service call was

received on [redacted]; stating her washer was leaking oil. Our records show there

was a scheduling conflict with [redacted]'s initial service appointment

which caused her appointment to be delayed until [redacted]. During inspection, the

technician found parts were needed to complete repairs on the washer. Once we

received the parts [redacted] was scheduled for repair on [redacted]; the

technician installed the parts and tested the washer and reported the unit was

working to manufactures specification.

We sincerely apologize for any inconvenience

[redacted] experienced as a result of delay scheduling her initial service

appointment. As a gesture of goodwill, Conn's will mail [redacted] a $[redacted]

gift for customer satisfaction.

If we may be of further

assistance, [redacted] may contact customer service at [redacted].

Kind regards,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

Review: ON [redacted] MY [redacted] AND I, [redacted] WALKED IN TO CONNS LOCATION: [redacted] TO BUY A LAP-TOP AND [redacted] ONE BUNDLE FOR MY [redacted] AND [redacted] WAS OUR SALES REPT. **. [redacted] WAS BEEN OUR SALES REPT FOR OVER 5+ YEARS SINCE [redacted] XFER TO [redacted],LA. OVERALL WE HAVE BEEN CLIENTS OF CONNS AS FAR AS [redacted]. EVERYTHING WE HAVE TAKEN OUT NOT ONE TIME LATE AND PAID AS AGREED ON OVER 100+ ACCOUNTS, PROOF WE HAVE. GOING TO WHERE I AM TRYING TO GET IS THAT ON [redacted] WE BOUGHT 2 ITEMS LAP-TOP $[redacted] AND [redacted] WITH WARRANTY ON EACH $[redacted] AND $[redacted] ON A 12 MONTHS PLAN WITH A APR OF [redacted]%. PAYMENTS OF $[redacted] ALSO IT LOOKED LIKED THEY THREW IN $[redacted] WITH OUT MY CONSENT AND SIGNATURE. ALSO WE NEVER GET PROPERTY INSURANCE FOR THE REA[redacted] WE HAVE HOMEOWNER INSURANCE. 3 DAYS LATER WE WENT BACK TO THE SAME TO TAKE BACK THE LAP-TOP THAT WE NO LONGER NEEDED. WE GOT CREDITED BACK FOR BOTH THE LAP-TOP AND WARRANTY. $[redacted], TOTAL OF $[redacted] TAX. SO LEAVING THE BALANCE AS OF 1[redacted] AT $[redacted]. WE HAD PLANS TO LEAVE TO [redacted], FL AS OUR USUALLY [redacted] TRIP TO [redacted]. GETTING BACK I TOLD MY [redacted] THAT I AM GOING BACK TO PAYOFF THE ACCT ASAP LIKE WE DO EACH TIME. ON [redacted] WE SHOWED UP TO THE STORE OFF [redacted] TO CANCEL THE WARRANTY OF $[redacted] ON THE [redacted]. THE YOUNG GIRL STATED THAT IT SHOULD TAKE NO LONGER THAN 10 DAYS TO SHOW IN EFFECT. LEAVING THE BALANCE ABOUT $[redacted]. OK SO ON [redacted] WE GOT BACK TO THE SAME STORE OFF [redacted] SPOKE TO THE MANAGER **. ESCAOBAR. NICE GUY BUT SEEM LIKE HE SHOW NO CARE IN OUR CASE, WHEN I ASKED WHY THE WARRANTY HAS NOT BEEN TAKEN OFF. HE STATED THAT HE HAD NO CHARGE OF THE SYSTEM AND WE HAD TO CALL CUSTOMER SERVICE. SO WE DID RIGHT THERE AND THAN, [redacted] OR [redacted] HELPED AND STATED THAT THE GIRL FAXED THE WARRANTY FORM TO THE WRONG NUMBER. SO WE COMPLETE A NEW FORM AND FAXED IT TO THE NEW FAX NUMBER AND [redacted] STATED BY THAT FRIDAY 01/16/2015 IT SHOULD BE REMOVED. ALSO I PAID TOWARDS THE BALANCE THAT I SHOULD HAVE HAD OF $[redacted] IN THE AMOUNT OF $[redacted] PAID. SO I SHOULD HAVE HAD A BALANCE OF $[redacted]. OK SO I CALL CUSTOMER SERVICE ABOUT 2 DAYS LATER TO SEE WHAT THE BALANCE WAS. THE LADY WAS SO RUDE AND STATED THAT THE BALANCE WAS ABOUT $[redacted] AND SOME CHANGE. I SAID WHAT!!!!!!!!!!!! SHE SAID THAT $** AND SOME CHANGE WAS INTEREST ADDED TO THE ACCT. SO CONNS ADDED $** AND SOME CHANGE ON INTEREST FOR ABOUT 30 DAYS ON A BALANCE OF $[redacted]. SORRY I HAVE DEGREE IN FIANANCE AND BEEN IN FINANCE INDUSTRY SINCE 05/[redacted]. ON A BALANCE OF ABOUT $[redacted] WITH A APR OF [redacted]% SHOULD HAVE NOT EARN NO MORE THAN $** IN INTERST. ON TOP OF THAT I WAS STILL BEEN CHARGE FOR THE $[redacted] PLUS TAX AND $[redacted] ON THE ACCT [redacted] STATED ON [redacted] WHEN I MADE ANOTHER $[redacted].** PAYMENT. WE CALLED ON [redacted] MYSELF AND CONNS REPT [redacted] AND MANAGER [redacted] BECUASE THEY WERE EVAN CONFUSE. I SPOKE TO A [redacted] A WOMAN WHO WAS KINF AND STATED THAT SHE WAS CONFUSE HER SELF AND HAD TO TAKE THE ACCT TO A UPPER MANAGERMENT FOR REVIEW. ALSO I FAXED THE WARRANTY AGAIN AS WELL MY HOMEOWNERS POLICY TO TAKE OFF THE $[redacted] PLUS TAX AND $[redacted] OFF THE ACCT TO HER. SHE PROMISE ME THAT SHE WILL CALL ME BACK ON [redacted] TO RESOLVE THIS ISSUE. AS OF TODAY I CALLED [redacted] THE SALE REPT FROM CONNS, [redacted] STATED THAT THEY WERE SO RUDE FROM THE ACCT OFFICE AND HUNG UP THE PHONE ON HIM AND THAT A SUPERVISOR WILL CALL HIM BACK IN REGARDS TO THE ACCT. HE STATED LIKE A TRUE AND HONEST SALES REPT THAT HE WAS JUST GOING TO PAYOFF THE ACCT HIMSELF WITH HIS OWN $ TO CALL IT EVEN. HE AND IS MANAGER [redacted] KNOWS FOR A FACT THATT CONNS IS STEALING $$$$$$ FROM ME. AS OF TODAY THE BALANCE IS ABOUT $[redacted] AND STILL BEING CHARGE INTEREST. I CAN MANN UP AND STATE THAT I AM NOT PAYING $[redacted] AND SHOULD ONLY OWE ABOUT $** REVIEW EACH PAGE I HAVE ATTACHED AS MYH PROOF AND DO YOUR MATH AND HE SHOULD BE A BALANCE OF ABOUT $**. EASY AND SIMPLE $[redacted] PLUS TAX $** PLUS 30-35 DAYS OF INTEREST OF [redacted]% INTEREST ABOUT $**. MINUS BOTH $[redacted].** AND $[redacted] SHOULD LEAVE A REMAINING BALANCE ABOUT $**. ROUGHLY. GIVE OR TAKE SOME CHANGE. I DID SOME RESEARCH ON CONNS AND FOUND NUMBER OF COMPLAINTS IN REGARDS TO THEIR PAYMENT STRUCTURE. I HOPE THIS GETS TO AN AREA WHERE CONNS IS AUDITED AND TAKEN TO COURT ON SOME LAW SUIT FOR IMPROPER FINANCE INSTALLMENT CONTRACTS. I JUST WANT TO CLOSE THIS ACCT AND I PROMISE HAVE NO BUSINESS WITH CONNS NEVER. YOU CAN TELL WE WENT A WHILE WITHOUT BUYING FROM CONNS. ONLY REA[redacted] WE BOUGHT THE [redacted] ONE, IS THAT, THEY WERE THE ONLY CENTER TO HAVE THE [redacted] ONE CALL OF DUTY BUNDLE. TRUST ME IF BEST BUY HAD IT, I WOULD HAVE BOUGHT IT FROM THEM.. LATELY YOU CAN CONTACT BEST BUY AND WE HAVE SWITCH OVER TO BEST BUY FOR PRICE AND SERVICE.Desired Settlement: CLOSE MY ACCT. AND NEVER STEP FOOT IN ANY OF CONNS STORE AGAIN. CLIENT OF CONNS FOR OVER 20 YEARS.

Business

Response:

Thank you for

the opportunity to respond to **. [redacted]’s concerns regarding account #

[redacted]. **. [redacted] stated the account

should be closed.

According to

our records, **s. [redacted] signed a 12-month retail installment contract on [redacted](. On [redacted] the

laptop was returned to the store and a credit of $[redacted] was applied to the

account. An additional credit in the

amount of $[redacted].** was applied to the account on [redacted]. **. [redacted] submitted a payment in the amount

of $[redacted] on [redacted] which closed the account.

**. and **s.

[redacted] will receive a close out letter within 30 days of the account closing. I have attached a copy of **. and **s. [redacted]’s

payment history for their records,

We value **.

and **s. [redacted] as customers and appreciate them bringing their concerns to our

attention. Thank you,[redacted]

Review: My refrigerator broke on [redacted]. we called the service department and parts were ordered. My husband and I were patient when we were told the parts would take 10 days to get in. We patiently waited and still gave a couple of extra days before we started calling to inquire about the parts. We called almost on a weekly basis to check up on our parts and always got tossed around between departments. We were told several times that we would have a manager/supervisor call but not one ever contacted us. I have spoken with several people at the Beaumont call center but no one was ever able to provide us with a straight answer. The situation was always referred to the service department. [redacted] in the service department was suppose to have contacted us but never did. [redacted] in customer service was suppose to have called us on [redacted] and NEVER did. On [redacted] we were told that the parts were in but they were located in a warehouse in Harlingen, Texas and had to be sent to San Antonio and then sent to the service repair man. I called again after [redacted] but never got any answers. I have a 1 year old and a 7 year old that I have to cook for. Every day for the last month I have had to go to the grocery store to purchase the rations that I am going to cook for the evening. And then toss the left over because my appliance doesnt function. This is COMPLETELY ridiculous. Once an actual month went by we requested we get a replacement refrigerator NOW all of a sudden a repair man is calling saying the parts are in. I need my refrigerator replaced. I no longer feel I should have my appliance fixed and then have to go through this situation again. In the repair service agreement it states that (iv) the total time to repair the product from the date of the initial service call exceeds thrity days, or (iv) it is unable to repair after 3 service attmpts then FWSC WILL PROVIDE a replacement product with equal or similar features and functionality. I need my refrigerator replaced. We have been more than understanding and patient with CONNS and do not deserve to be treated like this. We are not asking for anything else than what we are entitled to.Desired Settlement: I need my appliance replaced. With a product of equal funtionality.

Business

Response:

Review: I purchase a camera during the Christmass Holidays for cash for $455. I was not told that it had to be returned within 15 days for a refund. I bought it Dec 23 and tried to return Jan 1 never opened it. I purchased it from the Northline store [redacted] ,Phone- [redacted].I was told that I couldnt return or exchange for anything else by the saleman and manager.I would like to see how this can be resolved cause I would like my money back. [redacted]Desired Settlement: I would like my money back

Business

Response:

On January 23, 2015 you provided the following information:

Thank you for the opportunity to respond to Mrs. [redacted]

complaint. Our records show on 12/23/14, Mrs. [redacted] purchased a Samsung

Galaxy 2 digital camera with a 24-month Repair Service Agreement Plan.

We received Mrs. [redacted] complaint and found she contacted our

customer helpdesk department on 1/21/15 stating she tried to return her camera

to the store on 1/01/15 but was told could she not return or exchange the unit.

Although Mrs. [redacted] has exceeded the 14-day time frame to return or exchange

her camera; as a gesture of goodwill Conn’s is willing to extend her the option

to return or exchange the camera with a 15% restocking fee. As listed on the

Return and Exchange Policy, the 15% restocking fee is due at the time of the

return/exchange and may not be financed. We apologize for any inconvenience

Mrs. [redacted] experienced during this process.

.

If we may be of further assistance, Mrs. [redacted] may contact us directly

at [redacted].

Customer Relations

[redacted] ext [redacted]

Review: Dear Revdex.com I purchased a Living room set only love seat & couch I arrived and looked around and I advised sales rep I had came in only because I had a snap shot picture of a promotion from the website we ([redacted]) who was with me asked if they honor their online prices he said yes we sure do we went back n forth on a set of coffee tables that I called and canceled a few days later from the order at the time of going over documents I advised [redacted] (rep) I was legally blind and needed everything to be explained he said sure offered an insurance for the couches of $[redacted] plus dollars He never said per couch or unit he never said how much was for delivery he said just sign here and here all the prices are exactly as your promo and we left. Come to find out today weeks later I did not get the set of couches for $[redacted] they gave them to me for $[redacted] they charged over $[redacted] plus warranty per sofa and on delivery almost $[redacted] I told them my home is three blocks away and I could pick them up they said corporate wouldn't allow that because they delivered from the corporate wearhouse in [redacted] on delivery day the two guys said they live and work only in town so I did have the option of picking them up

As you can see I was conned on a sale now they throw the fault back and forth between the store here in [redacted] and corp so I will be sending a copy to the local Revdex.com to have them create a file

Please send a copy to Consumer Affairs & Attorney General as my limited vision limits me on filing complaintsDesired Settlement: I want an apology and the prices honored delivery charged reduced, and the extra warranty charged removed and I will cease on all activity on social networking, reviews and will not contact my legal attorney.

Business

Response:

Thank you

for the opportunity to respond to [redacted]’s complaint. Our records show

on [redacted] purchased the [redacted] furniture set

which consist of two pieces (sofa and loveseat) both with a 48-month

FurnitureGard Plan and delivery totaling $[redacted]. Our records show the sofa

[redacted] purchased retails for $[redacted] however, he received the unit for

$[redacted] and the loveseat retails for $[redacted] which he received for $[redacted] bringing

the total to $[redacted] for both furniture pieces. We currently do not have the

option for our consumers located in [redacted] to pickup merchandise that is

not available inside the local store location. As a onetime goodwill gesture,

Conn’s has agreed to issue a refund in the amount of $[redacted] to [redacted]’s

account for the delivery fee. [redacted] may cancel the FurnitureGard Plan at

any time by faxing a cancellation request to [redacted]. We sincerely apologize for any inconvenience

[redacted] experienced during this time.

If

we may be of further assistance, [redacted] may contact us at

[redacted].

Kind

regards,

Consumer

Response:

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.

Company does not mention double charges as a goodwill gesture is not going to work with me I want the furniture but I want the promo to be honored

I am willing to go thru arbitration if needed

Regards,

Review: I went in to conn's on **-08-14 to buy a Mattresses /box-spring find one label as a firm Mattresses for 699.99 picked that one out to buy when Mattresses was delivered on **-9-14 it was not what I pick out in the store .when back in to the store to find out why was the wrong Mattresses delivered was told buy salesperson that the Mattresses was label wrong and that I could pick out a new Mattresses that was a firm but I would have to get a different one and pay 10.00 to 15.00 dollars. why do I have to pay more if lable was wrong in the store. now conn's refuse to give me a Mattresses for the price I paid but want me to pay 200.00 dollars to get 899.99 MattressesDesired Settlement: I would like the firm Mattresses for the original price of 699.99

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint.

Our records show on **/08/14, [redacted] purchased a [redacted]

Queen mattress and a [redacted] Queen box spring both with a limited manufacturer’s

warranty and received delivery on **/09/14.

We received [redacted] complaint and found she contacted our

Customer Helpdesk department on **/10/14 stating the mattress she received was

not the mattress she selected. [redacted] states she purchased a queen firm

mattress however; upon delivery she received a queen soft mattress. We

contacted [redacted] on **/04/14 to discuss her concerns; during

conversation [redacted] stated she returned to the store to get the correct

mattress delivered but was informed that the mattress she originally purchased

at $499.99 was tagged incorrectly and retails for $899.99 however; we could not

honored the price. [redacted] also stated that the 40” Samsung television

she purchased the same day was on sales for $499.99 however; after reviewing

her contract she notice she was charged the retail value of $599.99.

After further review of [redacted] complaint we confirmed

with the [redacted] that the queen firm mattress [redacted]

originally elected was tagged incorrectly. Although Conn’s does list the model number on all price tags to

verify which model is available for the sale price listed, we have agreed to

honor [redacted] request to receive the queen firm she originally select

for $499.99. Our records show at the time of purchase, the television [redacted] elected was not on sales however; we currently have that model on

sale for $499.99. Conn’s is willing to honor the television for $499.99 as part

of our 30-day Price Guarantee. [redacted] will need to visit her nearest

Conn’s location to complete her purchase. We sincerely apologize for any

inconvenience [redacted] experienced during this process.

If we may be of further assistance, [redacted] may contact us at

1-8[redacted].

Sincerely,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

Review: We bought couch from them 2 weeks ago and the seam is already coming undone called the store and was told very rudely by the GM [redacted] that cause we didn't buy the service warranty I would have to call the manufacture. After 3 days of calling the manufacture they said I had to go back to the store. I called the Conn's help desk and he was able to point me in the right direction.

The GM had no business being in his postion ZERO CS skills and we will never be back to Conn's!Desired Settlement: I want my brand new couch fixed!

Business

Response:

Thank you

for the opportunity to respond to [redacted]’s complaint. Our records show on

[redacted] purchased the [redacted] furniture set which consist

of four pieces (sofa, left/right recliner and console) with a 1-year limited

manufacturer’s warranty and received delivery on [redacted]. Our records show [redacted] is scheduled to have a serviceman assess her sofa on [redacted]. We

appreciate [redacted] for bringing this matter to our attention and we will

address this issue with all parties involved to ensure quality customer

service. We sincerely apologize for any inconvenience [redacted] experienced

during this process.

If

we may be of further assistance, [redacted] may contact us at [redacted].

Kind

regards,

Review: I called Conn's customer service to set up an appointment to have someone come to my home to repair my [redacted] dishwasher thru my extended 5 year warranty plan I purchased. I called on approx. the 14 or 15th of [redacted]. A man called me a few days later stating he would be at my home on [redacted] 20th at 11 am. He did not give his name or phone number. On that day he did not show up or call to cancel. I called Conn's and they said someone in their office cancelled the work order! I then told them I need someone to fix my dw asap and they said I would have a call in a few days. Again no call and I called them daily for a few weeks and got different people and answers that no one in my area...etc etc...all just to put off fixing it. Then I asked for corporate and also emailed them about my problem. Still no help what so ever! Just absurd customer service...said could take *0 days to find someone...then said no one will fix it...then they will give me store credit or different DW and I would have to either take furniture or another brand dw or appliance as they no longer have my brand!!! I am furious, and I explained that I would never purchase another brand DW, only a [redacted]. Then they said they would not honor the warranty as it was stated in my contract and also on the receipt for the FULL Replacement cost of 999.97...said they do not have to although it clearly states in their warranty contract that they MUST refund the full retail replacement value if they cannot repair or exchange it with the same brand and options! I have my contract and the one they emailed to me and both state that is what should be done. At this point I no longer want to buy anything from Conn's again or do business with this company. They person who sold me the dw and the warranty guaranteed that if cannot be fixed or replaced that Conn's will have to refund the FULL RETAIL price of 999.97 so that I may purchase another [redacted] dishwasher with same features as mine. I can go on and on about the poor customer service from the warranty dept as well as the Corporate offices. It is just terrible that I have to be treated this way! I would like my refund handled as urgent, as I need to purchase a new one before the holidays. The amount they have offered is not what the Conn's warranty states and is not the amount needed to purchase another dishwasher with these exact features in the [redacted] product line. I did not purchase this product and their recommended 5 year warranty plan from Conn's, then to be treated so rudely when I need my appliance repaired. Thank you.Desired Settlement: I would like the full amount of the 999.97 refunded to me as stated in the Conn's warranty if they cannot repair, or replace the exact product or one in the same brand and features as mine. The amount paid for dishwasher and tax and warranty is 740.14 per corporate offices due to (as described by the sales person at the store) a type of "bait and switch" ad that Conn's ran at two different times showing one [redacted] dishwasher and price and then when the customer comes to the store to purchase they are told that there is a mistake in the ad so they wont honor their price. Corporate adjusted the price, and also attached the warranty receipt showing the FULL replacement cost of dishwasher if they cannot repair or replace with same model and features. That amount would be 999.97. This was mailed to me directly from the Corporate Offices on *-0*-11.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show on */27/11, [redacted] purchased

a [redacted] dishwasher from us which came with a limited 1-year manufacturer

warranty. [redacted] elected to pick up her dishwasher from our [redacted] City location, where she signed acknowledging her dishwasher was received in

good order. Our records show on */02/11, [redacted] purchased

a 48-month Repair Service Agreement for her dishwasher.

After researching [redacted] complaint we found she contacted

our service department on multiple occasions regarding her dishwasher. [redacted] last service call was placed

on **/20/14; she stated the dishwasher was not cleaning the

dishes properly and the interior/exterior light would not turn off. Due

to excessive service calls [redacted] dishwasher was submitted for an

exchange and approved on **/29/14 under the Terms and Conditions of the

Service Agreement. [redacted] was notified of the approval to select a

dishwasher up to the original amount paid which was $599.97. The original model [redacted] purchased is

no longer available and Conn’s no longer offers [redacted] products. I have

included a copy of the Service Agreement [redacted] received in the mail after

she purchased the additional warranty coverage.

Although, we are unable to honor [redacted] request to refund

the retail value of $999.97 for the dishwasher; Conn’s is willing to refund the

price she paid for the dishwasher as shown on her invoice included in our

response. We ask that [redacted] please

allow 10 business days to receive her refund check $650.19.

If we may be of further assistance, [redacted] may contact

Customer Service Department at [redacted].

Kind regards,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

Review: I [redacted] have purchased a LG washer from Conn's on March 18,2013. It has a 1yr manufacture warranty and I also bought the extended warranty and since I've bought this machine it has given me problems. Conn's service dept. has serviced my washer and replaced the same parts 7 times. And when I bought the product I was told that if at any time my washer broke after the 3rd time of the same part it would be replaced and that has not been the case. I have spoken to several service managers and even corporate manager. managers names( [redacted] and [redacted] with the corporate office. I was told by [redacted] 1month ago that my washer was approved for replacement and service dept would call me with a ticket# so I can take that to the local office. since last repair 3months ago no has done anything but call and harass about payment. I cannot afford to pay $120. a week to wash a Laundromat and to also pay for a washer that does not work. All I'm asking for is for a replacement. As I was told. I have been a loyal customer since 2004when my house was built.I have bought all appliances from there and have paid off several accounts. I will no longer be a customer there again. BAD, BAD, SERVICE AND NOT GOOD ON THEIR WORD!Desired Settlement: All I want is a replacement I believe this washer happened to be a LEMON!

Business

Response:

Thank you for the opportunity to

respond to Mr. [redacted] complaint. Our records show on3/17/13, Mr. [redacted] purchased a LG washer with a 48-month Repair Service Agreement totaling

$1136.56. Our records show as of 8/08/13, Mr.

[redacted] has placed multiple service calls regarding his washer; stating the

washer was not spinning. After further review and research, we found multiple

parts have been replaced and we have been unable to repair. Due to the

excessive service on Mr. [redacted]’s washer an exchange has been approved and

Mrs. [redacted] has been contacted to reselect a new washer. On 4/02/14, Mrs. [redacted] selected a

new washer which is scheduled to be delivered on 4/04/14.

If we may be of further assistance, Mr. [redacted]

may contact Customer Service at 1-877-358-1252.

Kind regards,

Customer Relations

Review: My husband [redacted] and I went into the Lewisville Cons to purchase a bed on 8/2/ 2014.

The bed was delivered on 8/4/2014..

Because of this bad delivery, my husband who is disabled..and a veteran is sleeping on a floor and

at friends homes.

The bed delivered was not the same one we were told would be delivered.

**The one we ordered**

The one we ordered was a split mattress on 2 twin adjustable springs the head and feet both move.

This had legs and stood off the ground a foot.

**The one we got**

What we received was:

Two twin adjustable springs (without legs, AND only the HEAD raises) it sets on the

floor.. and one "Full piece" king size mattress..if you attempt to raise the head on one side the other side is force to roll out of bed onto the floor. (I sprained or broke my thumb when this happened).

Resolve:

We request the correct bed.

1. a springs that adjust on head and foot.

2. split mattress that are individually able to move correctly.

3. softer mattress's this one is hard as a brick.

We tried talking with the Lewisville Conns employees's [redacted] who sold us the bed, [redacted] who is the Manager

and [redacted] who is supposed to be resolving the issue for the last 3 weeks..

I spoke with him 3 times this morning..

I really need this resolved.. I was told by "[redacted]" I would have another bed, the one we ordered here

at my house to sleep in "today", (my Birthday).

We have had to rent hotel rooms and sleep and friends homes for this month.. I expect a bed.

My own bed,,

Thank You [redacted] I would appreciate a call back.Desired Settlement: Resolve:

We request the correct bed.

1. a springs that adjust on head and foot. as ordered

2. split mattress that are individually able to move correctly. as ordered

3. softer mattress's this one is hard as a brick. as ordered

Business

Response:

Thank

you for the opportunity to respond to Mrs. [redacted] complaint regarding a

purchase made under the name of [redacted] Our records show on 8/02/14,

Mr. [redacted] purchased a Serta Genius King mattress. (2) Tempur-pedic UP twin/XL

bases with a 48-month Furnituregard Plan from us. Mr. [redacted] elected to

have his items delivered; Mr. [redacted] was scheduled and received his bedding on 8/04/14.

Mr.

[redacted] was contacted and advised that Conn’s agreed to exchange his mattress

and bases. On 8/29/14,

Mr. [redacted] elected (2) Serta iComfort Insight twin/XL mattresses and (2)

Tempur-pedic Ergo Plus twin/XL bases. Mr. [redacted] has received delivery on

his new mattresses and bases on 9/16/14 in good order. We sincerely

apologize to Mrs. [redacted] for the experience and for any inconvenience that was

caused.

If

we may be of further assistance, Mrs. [redacted] may contact Customer Service

at 1-877-358-1252.

Kind regards,

Review: Conn's is the business to charge people Restocking Fees in the amount of 15%. Also the warranty cost is almost more the product.Desired Settlement: Want my restocking fee to be credited to my account. I had to pay a restocking fee for a defective merchandise.

Business

Response: