Conns Appliance, Inc.

Review: I bought furniture from this company and as we were going through the contract before signing, I was told by the salesman I had 30 days to return the furniture if I chose too. It happened that I needed to return the furniture, and just happened that it was on the 30th day from when it was purchased. They proceeded to tell me the return policy wasn't in effect any longer. So I proceed to tell them I was told by my salesman I had 30 days to return it and all I needed to do was pay a 15% restocking fee, they're response was " I guess he was new and didn't know the policy". I was also told by 3 people on the phone in their credit division that I had 30 days as well. It seems no one at this company knows what policy is in effect at any given time. I was under the impression that they make up the rules as they go. Finally after waiting 5 day for them to come to a conclusion as to what they were going to do, a lady called me from Beaumont and stated they were not going to honor the contract I was given and the verbal contract I had with my salesman at the time of purchase.Desired Settlement: I would like them to pickup their still brand new furniture. I told them I would pay the first payment and the 15% restocking fee.

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted] complaint. Our records show on9/16/14, Mr. [redacted] purchased a

Paloma bedroom set which consisted of five pieces, headboard, footboard, rails,

chest, and night stand; Mr. [redacted] also purchased a Sealy Longmeadow queen

mattress and a Sealy Posturepedic queen foundation, a Nolan recline sofa and

recliner, a Rafael cocktail table and end table. Mr. [redacted] signed

acknowledging he received a copy of Conn’s Return and Exchange Policy at the

time of purchase. Mr. [redacted] elected to have his items delivered; we show

on 9/19/14 Mr. [redacted] received all items in good

order.

After reviewing Mr. [redacted]’ complaint we found he had 14-days to

only exchange his furniture and 30-days to only exchange his mattress with a

$129.00 exchange fee. Our records show Mr. [redacted] exceeded his 14-days to

exchange his furniture; but he was still within his 30-day time frame to

exchange his mattress.

Although, we are unable to honor Mr. [redacted]’ request to return his

furniture and mattress; we are willing to extend Mr. [redacted] the option to

exchange his mattress with a $129.00 exchange fee which applied at the time of

purchase. We have included supporting documents in our response.

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

Customer Service at [redacted]

Kind regards,

Review: Bought furniture 2 months ago and our love seats right arm is falling off been given run around put on hold never got back to, been hung up on, have been lied to with proof of the lies, been sent all over the place on the phone no one has helped. My [redacted] and I are tired of the lies and the hassle of this company. They have changed our fix it date 3 times. We want our new furniture fixed, replaced or picked up.Desired Settlement: We want our new furniture fixed replaced or picked up and close our account.

Business

Response:

Thank

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

show on[redacted], **. [redacted] purchased an

[redacted] reclining furniture set which consisted of two pieces, sofa

and loveseat with a 48-month Furnituregard Plan on both pieces. **. [redacted]

made his purchase and elected to pick up his items; which was picked up and

received in good order.

**.

[redacted] contacted service on [redacted] regarding his loveseat; stating

the right arm had broken off. **. [redacted] was scheduled for service on [redacted],

which was the next available date for service in his area. **. [redacted]

expressed his dissatisfaction with the service date given and ended the

call. We attempted to contact **. [redacted] on several occasions [redacted],

and [redacted] to see if service was still

needed, but we were unsuccessful in our attempts; due to no response **.

[redacted]’s work order was cancelled on [redacted].

On [redacted], **. [redacted] work order was

re-opened and assigned to a different service provider ([redacted]). The

service provider attempted to contact **. [redacted] for service on [redacted];

contact was made however; **. [redacted] declined service. At this time we are

unable to honor **. [redacted]’s request to return/exchange his loveseat; **. [redacted]

must allow a serviceman to assess the reported damages to determine the repair

needs. **. [redacted] may contact our service department at [redacted] to schedule a service appointment.

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.

In the response submitted by [redacted], there are 2 false statements in the first paragraph alone and I have the documents from the date of purchase to prove this. She stated we purchased the furniture on [redacted]. Our purchase was made on [redacted]. She also states that "**. [redacted] made his purchase and elected to pick up his items; which was picked up and received in good order". We paid $[redacted] for standard delivery and the furniture was to be delivered on [redacted]. We can provide a copy of the invoice with the date and cost of delivery, as well as the service plan we purchased.

Review: A couple of years ago, I was given an extension on my bill payment per a cionversation with the costomer service rep. Several months later (@6 mos) I noticed that my payments were a month late for quite some time. After speaking with a customer service rep, I was informed that the extension wasn't handled properly and my payments were late although I thought that they were on time. The rep stateed that the extension wasn't put in the system whic made every payment that I payed to post a month late.Desired Settlement: I would appreciate Conn's assistance in making the necessary corrections to my account and credit file.

Business

Response:

Thank

you for the opportunity to respond to [redacted] concerns regarding account

[redacted] stated he was

given an extension on his account and the extension was not processed

correctly. He would like the account

fixed and the credit marks removed.

According to our records, [redacted] signed a 36-month

retail installment contract on [redacted]. He has

received a total of 4 extensions on the account for a total of 9 additional

months.

All extensions offered to [redacted] were processed

correctly.

We have attached a copy of [redacted] payment

history showing the extensions for his records.

We obligated to report factual information to the credit

bureaus; therefore, we are unable to remove credit marks [redacted] earned on

the account.

As of [redacted] the payoff amount is $[redacted]. Please note,

the payoff amount is updated daily. We ask that [redacted] call for an

up-to-date payoff quote on the day he plans to submit the

payment.

We value [redacted] as a customer and appreciate him

bringing his concerns to our attention. Thank you,[redacted]

I had a very pleasant experience with Conn's. My sales was very nice and very helpful to me.

Review: I went to conns on [redacted] to order a mattress set I seen online. I placed the order to be delivered on [redacted]. my husband was home when they delivered it and sign for it. I got home that evening and realized that it was the wrong mattress ( we order a pillow top and it was a firm mattress )so I called and spoke to someone and they said that the manager would call me back. So he did call me back and said that he would look into it and he called me back on [redacted] and said he had email the delivery dept and that they had not responded back to him. So he gave , there # and said that if he didnt call me back tomorrow to call them.So the manager didnt call me back on [redacted] or [redacted]. So on [redacted] I called the delivery dept and they took my # and said a manager would call me back so no one has called me back from the delivery dept. So on [redacted] around 2:52pm I called the conns where I bought it and spoke to someone and they said the manager was busy and he will call be back . The manager called me back around 9:17 pm and stated that they were still looking into it and that they were looking into where my mattress went and didnt know when it would be resolved. as of today [redacted] at 8:48pm , I still havent gotten a call on when I would get my mattress I paid for.Desired Settlement: Refund

I would like a refund for my delivery charge and get the mattress I paid for or they can pick up what they delivered and I can get a mattress somewhere else.

Business

Response:

Review: 12/18 I called and made arrangements for Conn's to take 43.15 on account [redacted] out of my account on 12/23. I was assured the payment would not come out sooner. I have been very ill and lost my job in June, but I have still made my payments. On 12/19 they attempted to take 46.15 out of my account which there was no money in there and I was charged 35.00 nsf fee. Then, they tried again on 12/20 for 46.15 and I was charged another 35.00 nsf fee. Then on 12/23 they tried for a third time and because I already had 70.00 in nsf fees at my bank it was returned again and I was charged another 35.00 nsf fee for a total of 105.00. I have called at least 5 times and sent 3 letters with copies of the nsf charge and the amount attempted to withdraw. I have also sent a letter to corporate HQ. I received an email today saying that they did attempt to take it out early, but they would not refund my fees. Last week when I called I was told my account [redacted] had been paid and I did not owe the payment. Now, today I'm late for this payment which was a 12 month no interest special purchase. I was determined not to get behind on this account. Now they have screwed me on the account, on my bank account. I have two accounts, [redacted] and [redacted] I paid it on 12/27. I would have paid [redacted] but I was told I did not owe a payment on it. I have been lied to several times. It was their fault because they tried to take the money early. Please help me. I have no more unemployment coming in. I had 3 back surgeries and contract staph in my spine this summer, but still managed to keep these accounts current. I have provided them proof from the bank of the charges that the bank sent me. I don't feel I need to send them my bank statement. The proof came directly from the [redacted].Desired Settlement: I want the payment of 43.15 be credited to my account [redacted]. I want the nsf fees of 105.00 be credited back to my bank account.Please help me.

Business

Response:

Review: On 5/19/14 my wife went into Conn's in Phoenix, AZ with a picture of a pricetag/sku that she had taken a couple months earlier when we were in the same store. The sales associate stated that although they no longer had them on display they were still in the warehouse and available for delivery. The name of the mattress she showed a picture of was "Serta i-series Celebration plush." The next day they delivered the mattress and I checked that the mattress tag matched the receipt which it did. Unfortunately what I did not realize is that the sales associate did not ring up the mattress we had asked for. The paperwork I was looking at said "Celebration King Fi" He sold us the "Celebration FIRM" and we did not realize this until the next day after trying to sleep on it. We called them back and the associate on the phone said come back in. We then spoke with manager [redacted] and told him we just wanted them to give us the mattress we asked for. He said they didn't have it and we would just have to pick out another one and pay whatever the difference was. I didn't feel this was a fair option, we did not want to pay more and we do not want a different mattress from what we asked for. I then called their customer support number and told them the same thing. Their reply was that we would have to pay an exchange fee since we accepted delivery. My wife gave them a sku number and they sold her a different mattress. I believe this was an intentional bait and switch; they offered a great deal on a mattress and then wrote the paperwork up for something else. My wife is pregnant and is having trouble sleeping on this mattress, this is why we replaced our old mattress in the first place. Unfortunately we disposed of that one to make room for the new one. My cell phone automatically records and saves all conversations so I have them available for reference if needed.Desired Settlement: We simply want the mattress that we were told that we were purchasing. SKU# [redacted] Serta i-series Celebration Plush. There should be no other fees on our part as this was a clear bait and switch attempt.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 5/19/14, Mrs. [redacted] purchased a

Serta Celebration king firm mattress, a Serta Elite mattress protector, and

delivery totaling $1,144.75. After researching Mrs. [redacted]’s complaint we

found there was miscommunication. Conn’s has agreed to exchange Mrs.

[redacted]’s mattress as an even exchange and waive the exchange processing

fee. Mrs. [redacted] may contact her local Conn’s store to process exchange.

If we may be of further

assistance, Mrs. [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. Assuming that the mattress that they are offering when we get to the store as an even exchange is the one that we originally attempted to purchase.

Review: There are 6 major complaints regarding this case:Delivery - Nov 29 2013 My 74 year old mother purchased a brand new ** refrigerator with new water lines for $1364.92 from Conns at [redacted] . When the delivery men came they told her she did not need the new lines and did not replace them. She was not happy about this but 74 year old newly widowed women don't argue with servicemen who they believe have professionalism and work ethics. *June 2014 original water lines broke and flooded floor.Refund/Exchange - My mother was not given the refund for the uninstalled Nov 2013 purchased water lines until MARCH 201. The money was given from their cash box after MANY attempts at calling and personally going into Conns store #** and them promising it would come in the mail which it never did. Product - July 25 2014 (Friday)brand new 8 month old ** refrigerator stared making a strange sound and completely broke down.Guarantee/Warranty - My mother immediately calls Conns warranty dept. and they misguide her to a third party business ([redacted] in [redacted]) instead of the ** warranty company. July 28 no service follow up. July 29 no service follow up. July 30 After 2 days of calling [redacted] service man came out and said a part would need to be ordered and would take a week. Aug 6 no service follow up.This was a repair third party business Conns warranty dept. gave my mother. Customer Service - I personally spoke with Conns store #** assistant manager [redacted] and told him entire story of neglect, disconcert, incompetence and most of all unresolved repair regarding my mother's new refrigerator and her case. I did not use profanity and addressed him as Mr. [redacted]. He took down my information and NEVER called back, even after I called 5 hours later asking for him. A disheartening repeated practice from Conns sore #** and their third party repair affiliates. Repair - 9/**/2014 No repairs have been done to refrigeratorDesired Settlement: I believe my mother is entitled to compensation for all the food that had to be thrown away and could no longer keep after almost 3 weeks in an ice chest. estimation $275.00 in refrigerated goods that were no longer perishable and 3 weeks of daily purchased ice bags.

Business

Response:

Thank you for the opportunity to respond to Mrs.

[redacted]’s complaint. Our records show on 11/29/13, Mrs. [redacted] purchased a **

refrigerator with a 1-year limited manufacturer’s warranty. On 7/**/14, Mrs.

[redacted] contacted us stating the refrigerator was making a loud humming noise. We

contacted the manufacture on Mrs. [redacted]’s behalf to schedule a service

appointment with a certified technician in her area to assess the unit on

7/**/14; upon inspection the technician found parts needed to be ordered for

repair. Our records show there was a delay receiving the necessary parts to

complete repairs therefore; on 8/22/14 ** approved to exchange Mrs. [redacted]’s

refrigerator due to the delay. Mrs. [redacted] is scheduled to receive her new

refrigerator on 8/**/14. At this time we are unable to honor Mrs. [redacted]’s

request to receive $275.00 for food loss due the manufacturer’s warranty does

not cover food loss however; as a goodwill gesture Conn’s is willing to

reimburse Mrs. [redacted] $75.00 for her food loss.

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

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

Sincerely,

Kathryn James

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 to pay Mrs. [redacted] $75.00.

Review: This is a complaint against Conns and Conns Credit business practices. Conns contacted me regarding debt that was payed. Conns misplaced my payment funds and have sent my contact information to be mass called 3 times an hour from collectors keep requesting payment for a debt already paid. Conns informed me to fax proof of payment and they would only then stop calling. Proof of my personal bank statement was faxed to conns but yet I still get calls requesting payment.

Conns is also calling my business numbers after being told they can't call the number because it could affect my employment. Conns disregards all of my efforts and have loss my funds. Now I plan to seek legal action if this matter isn't fixed immediately!Desired Settlement: Stop contacting,

Credit account,

Business

Response:

Thank you for

the opportunity to respond to [redacted] concerns regarding payments applied

to her account. [redacted] stated she

made two payments that have not applied to her accounts. [redacted] also stated she faxed in a copy of

her bank statement as proof; however, she has not received credit.

According to

our records, we received a fax regarding [redacted] accounts; however, the statement

provided did not have [redacted] name or bank account number listed. We ask that [redacted] fax in a copy of her

full running bank statement so we may verify the information and research the

payments further.

[redacted] can

fax that information to [redacted].

Once we receive the full bank statement that includes her name and

account number, we will research the matter further.

As requested

by [redacted], we have placed a cease and desist on her employer’s telephone

number. If she should receive any

further calls at her employment, we ask that she contact us immediately so we

may address this issue further.

We value [redacted] as a customer and sincerely apologize for any inconvenience she has

experienced due to this matter.

Business

Response:

Thank you for

the additional opportunity to respond [redacted] concerns regarding payments

that have not been credited to his account.

We appreciate [redacted] attaching a copy of his bank statement so we

could research the accounts further.

We were able

to locate the missing payments in the amounts of $60.04 and $69.82. We are in the process of crediting the

payments to [redacted] accounts. Please

allow 3-5 business days for the payments to process.

We value [redacted] as a customer and sincerely apologize for any inconvenience he has

experienced due to this matter.

Thank you,

Credit Help Desk Specialist

Conn's

Consumer

Response:

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: In April I went and purchased a sectional recliner sofa and end tables n cocktail. Its value of $4530.15 n with insurance n stuff came out to $6614.72.

In Sept. I noticed the love seat recliner had came apart at the seams. I called Conns service n they scheduled a service call for Oct. On the day of the service guy was suppose to show up. Service guy cancelled. So I was told to make another service call. I Called back n made another one. Well I was told that serve tech only comes our way once a month so the schedule it for Nov.19 or so.

Service guy comes out looks at it n says its a manufacturers defect. Took 2 pictures n said they will order the part n have it sent to my address n when it arrives. Then I need to call them n set another service call then they will set a time to come out n have it fix. I have a witness on the day the service guy came over. N stated it was a defect.

Conns told me on the phone that service guy didn't write that on his notes.

Here it is Dec. 1, 2014

N still no repairs fixed. I called today on Dec1 and ask to speak to a manger or supervisor. I spend all day talking to like 10 different ppl. I wanted to return furniture n get a refund cause of poor unsatisfactory products.. Less than 6 months n it has come apart n its been about 3 months since I've placed a service call n still no repairs done.. Poor quality products, that didn't even hold up 6 months n poor service calls n repairs not even done.. They are not holding up there side of service in a timely manner.. Its under warranty n I purchased insurance for it..

I would be happy to send it back n get a refund..Desired Settlement: For Conns to give me a refund for total amount and they can take it all back.

Business

Response:

Thank you for the opportunity to respond to [redacted]

complaint. Our records show on 4/16/14; [redacted] purchased the [redacted] furniture set which consist of three pieces (sofa, loveseat, and wedge)

all with a 48-month [redacted] Plan, and received delivery in good order on

4/24/14.

We received [redacted] complaint and found she contacted

us on two separate occasions stating the back of the sofa was coming apart on

the right side.

Review: Bought a new [redacted] TV from Conn's on [redacted] in [redacted], on [redacted]. TV is defective out of box. Called Conn's next day, [redacted] to notify store. Was told I need to call back and speak to my salesperson who was off. I called back the next day [redacted], salesperson off again, asked to speak to manager, put on hold, no one came to the phone. I called again on [redacted] and ask for salesperson, [redacted]. Was told he's with a customer. Called back later and he answered, told him issue with TV, he said I would have to pay 15% restocking fee to exchange or call Conn's help desk. Called help desk in [redacted], was told they have to send a service tech to my house. Service couldn't come to my house until [redacted]. Service ([redacted]) showed up on [redacted] and determined TV was indeed defective and stated the LED panel and mother board needs replacing. He said that Conn's has a 24 hour product failure exchange guarantee and wondered why they didn't just exchange it. I told him they put me off for three days when it was too late to exchange. He stated that Conn's do that to a lot of customers, he said they will lose a lot of customers but don't seem to care. Anyway he said he have to order parts for it. Didn't hear back from Conn's service until [redacted] in which [redacted] stated that he has the LED panel but the mother board is on back order. He said will have to wait until the mother board comes in to fix the TV. He said he didn't know how long it would take. I told him I will be on vacation from [redacted] to [redacted]. Conn's called and left messages on [redacted] and [redacted]. I called them back in [redacted] and they said since they couldn't get ahold of me they cancelled my repair order. They stated they have to reorder the parts. On [redacted], Conn's came to house to fix TV. Service tech ([redacted]) said he didn't know I also needed a mother board so he didn't have the part. [redacted] called me on [redacted] and said he's sorry, he was mistaken but the mother board was In the van hidden under other parts. We agreed for him to come back on [redacted]. He came and replaced the LED panel and mother board. When we plugged in the TV, screen was cracked on inside and he admitted the other part was not a mother board when I questioned him. He claimed he didn't know what was going on because he took over the route for another tech, [redacted]. I noticed on the part boxes that they already had defective stickers on them, I took pictures of them. He called his boss and he told him to put back in my original parts and he will submit for an exchange, it will take 4 to 5 days to process. After 7 days, I called Conn's and was told my exchange request was denied and they will continue the repair and order parts again. I spoke to Conn's corp. and they claimed it was [redacted] who denied my claim. I spoke to [redacted]'s Executive Customer relations dept on [redacted] in which they stated Conn's never contacted them about my issue. On [redacted], I will have this TV for 3 months and it's still defective.Desired Settlement: Exchange or money back. I bought a new TV and should have a working TV out the box.

Business

Response:

Thank

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

**” [redacted] Smart television which comes with a 1-year limited manufacturer's

warranty.

We received **. [redacted]'s complaint and found

he has contacted our service department on two separate occasions regarding his

television stating, the unit turns on and off by itself. Our record show on

[redacted], Conn's agreed to exchange **. [redacted]'s television due to the delay

receiving the necessary parts to complete repairs. A service claim

representative contacted **. [redacted] on [redacted] to inform him of the approved

exchange. As of [redacted], we have no records indicating **. [redacted] has processed

the exchange on his television. **. [redacted] will need to return his old

television to his nearest Conn's to initiate his exchange. We sincerely

apologize for any inconvenience **. [redacted] experienced as a result in service

delay.

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.

Review: This company's service is very poor ! from making payments to speaking with costumer service to getting their defective products fixed horrible costumer service even to speak with corporate manager is a headache their policies suck you need verification to make a payments.

Just sent one of my computers to be serviced and it came back worse than what it was ! even going into the actual store the employees are rude and not very helpful conns is the perfect name for this company they get you to buy their products charge you an arm and a leg harass you when you a little late on a payment due to life issues! thats the only time you'll ever get to speak with a manager of this company the call you a million times to get a payment but when you call them for service well theres no such thing at this companyDesired Settlement: would like a replacement laptop that really doesn't do all that i'm paying for it to do!

Business

Response:

Thank you for the

opportunity to respond to Mrs. [redacted]’s complaint. After further review of Mrs.

[redacted]’s service history; Conn’s has agreed to issue an exchange under the Terms

and Conditions of the Repair Service Agreement. Mrs. [redacted] has been contacted and

made aware that she may go into her local Conn’s a re-select another notebook

up to $1099.99 which is the original amount paid.

We sincerely apologize

for any inconvenience Mrs. [redacted] experienced during this process.

If we may be of further

assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252.

Kind regards,

Consumer

Response:

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 have purchased several items from Conn's and up until recently, had never really had any problems with them. However, I have recently experienced some terrible customer service from Conn's and I feel compelled to write to notify you of my experience. I have purchased a laptop, a television, a mattress, and my partner purchased a couch from Conn's. So as I mentioned before, we have purchased several items from Conn's and had full intention of purchasing more items in the future. In [redacted], I purchased a laptop from the Conn's store in Roundrock, TX and I bought the full warranty to cover accidental damage and repair. The computer that I purchased was a display model and it was the last computer that they had of the model that I wanted to purchase. The sales associate couldn't find the box that belonged to the display model laptop that I was purchasing, so he gave me a box that belonged to a different computer instead. At the time, I didn't notice that he made a mistake when entering the information into the computer, but I found out later that he entered the serial number that was on the box (which belonged to a different computer) instead of looking at the bottom of the laptop and entering the serial number from there. The warranty that I purchased was for two years, and I paid $200 for it.

Almost a month ago, I accidentally spilled water on my laptop and took it to the Conn's store in Arlington to be sent off for repair. I took the laptop to Conn's in Arlington onAugust 30th. I was told that it would take up to 10 business days and that the technician would contact me to let me know if it would be able to be repaired or if we would have to replace it. I never received a call from the technician and I never received a voice mail from anyone in the service center.

A week and a half after taking the computer to the store, I got a voice mail on my phone saying that the computer was back in the store. I called the store to see if they had been able to repair it. I work a job that does not allow me to have access to my cell phone unless I am on break. My lunch break is the only time during the day when I am able to take care of these matters as Conn's is closed by the time that I get off of work. So when I called on my lunch break, I was placed on hold. I waited for 10 minutes before I hung up and called back. I was placed on hold yet again for another 10 minutes without even speaking to anyone regarding the computer.

Since my 30 minute lunch break was nearly over at that point, and I had gotten nowhere by calling the store, I hung up and called the service center. They informed me that the serial number that was in the Conn's Computer system did not match the serial number on the laptop, and that as a result, they had sent the laptop back to the store without repairing it. The woman that I spoke with told me that there was nothing I could do but that I could go pick my computer up from the store. By this time, I was somewhat upset, so I asked to be transferred to the corporate office. The woman I spoke to there was also very unhelpful. She told me that I would have to go into the store to verify the serial number. I tried to explain that by the time I get off work, the service center is closed and I asked if this was something that the customer service department could try to take care of. Again she told me I would have to go into the store. So I had to take off from my job early to go to the store to take care of the situation and I did not receive pay for the time that I missed from work.

When I got to the store I asked to speak with Bill Ward (since he had helped us previously) but he was out for the day. I was told that David Cobb (the assistant manager) was on his lunch break, and so I was sent to speak with Martha, the store operations manager. I began to explain the situation to her and I told her that I was very frustrated that I had to take time off from my job to come in and get this situation worked out. While I was telling her everything that we had gone through to that point, a store associate walked up to her and she started talking to him, while I was still in the middle of explaining what had happened. So I made a comment, "And now you are ignoring me." She turned around and was EXTREMELY confrontational with me and said, "I wasn't ignoring you but if you want me to ignore you, I will just walk away and THAT will be ignoring you." I couldn't believe how rude she was. At that very moment, David Cobb walked in the door from his lunch break, so he came over to assist with the situation. He looked it up in the computer and realized the mistake with the serial numbers and said that they would arrange to take care of getting it sent back to the service center. So they updated the serial number in the computer and told us that it would be sent back to the service center on Thursday and that the technician would call us when they looked at it. We left the store and thought that finally they would take care of it. The following week after I hadn't received a call from the service center, I called to check on the status of the work order. I was informed that the computer had never been sent to the service center and that it was still at the store.

So I had to take time off of work AGAIN, once again losing money from not being able to do my job to take care of something that I shouldn't have had to do. I went to the store and found out that instead of creating a new work order, they had updated the old work order which had already been cancelled by the technician back when they sent the laptop back to the store. So of course it was never sent back to the service center. We then took the laptop and drove it to the service center in Dallas and dropped it off ourselves, since the staff at Conn's are too incompetent to perform even a simple task of sending my laptop back to the service center. I finally was able to speak with Bill Ward and I explained everything that I had gone through and out of everything that I told him, he kept focusing on how this was an error that was made at the Roundrock store when the associate entered the wrong serial number. And yes I agree that the original error happened at that store, but I feel that the Arlington store completely dropped the ball when it came to sending my laptop back in for repair. And I received some of the worst customer service that I have ever experienced in my life from the Arlington store. So in my opinion that does not excuse Bill Ward and his store.

When I took the laptop to the service center, the manager Chris was out sick for the day, so I spoke with Jeff who said that he would make sure the laptop would be looked at first thing the next morning. I received a call the next morning from the technician who stated that the laptop repairs are too extensive and that he was going to submit it for an exchange instead. He told me that it will take three to five business days for the corporate office to determine how much of a credit they will give me back for the computer. After waiting 5 business days, I called the help desk and spoke with a supervisor Kim. She informed me that they were still waiting for approval from the corporate office for the credit. After two weeks, I was finally told that I had been approved for a credit of $477. I was told that they could not give me a cash refund, but that it could be used for an in store credit or that I could apply it to my existing account. The supervisor Kim from the help desk said that she submitted the credit to be added to my existing account balance on Sept. 25. She told me it would take 7-14 business days for it to show on my account. So I waited two weeks and called to follow up, This time I was told it would not show on my account until the next billing cycle which would be October 25. I asked to speak to a higher up supervisor, but the woman told me that Dana is the highest supervisor available at the help desk and the person above her is the CEO and she did not have a phone number for the corporate office. She finally told me that when it was initially submitted for review, that it was sent to the wrong department, and that they were going to re-submit it to the management, and it should be added to my account in 24-48 hours. She told me that I could follow up in two days and ask to speak to Dana or Kim.

I called back two days later and spoke with Kim (the supervisor at the help desk) and she informed me that a check had been mailed out to my old address for a total of $483. I found it odd that they had sent me a check, especially since I had been previously told that they couldn't send me a check for the refund, and also that they had sent it to my old address since I had repeatedly been asked to verify my current address and I knew that they had my correct address in the system. So I don't know why it was sent to my old address. Anyway, she told me as of yesterday (October 14) that they had issued a stop payment on the old check and that a new check is being mailed to my current address. I have repeatedly asked for them to send me something in writing by email to verify that this credit is being sent to me, and even though Kim and Dana, who are both supervisors at the Conn's help desk have said that they will send me an email to verify that they are sending me a check, I have received NOTHING. I do not trust this company, they have done nothing but give me the run around. This letter is being written on October 15. I still have not received a credit or a check for the amount of $477. I initially took the computer to Conn's on August 30. It is absurd to me that I keep getting a run around, and every person I talk to at Conn's has told me something different.

I have worked in customer service for over 10 years, and if I ever talked to a customer the way that representatives of your company have spoken to me, I am sure that I would have found myself out of a job. I have never experienced anything like this in my life. I've been hung up on, I have been talked down to, I have been given conflicting stories, I have had to take time off of work without pay TWICE to deal with this, and it has been nearly two months and I still haven't been able to get this situation resolved. I have lost time, money, and patience dealing with Conn's. Just so you are aware, I have contacted the Revdex.com and I am sending this letter to them as well as to the Corporate office of Conn's. I do not know if this letter will help resolve anything at all, but I am extremely unhappy with my experience at Conn's, and based on how I have been treated as a customer, I have no intention of spending another penny at Conn's. I just want you to be aware of my experienceDesired Settlement: I still have not received a credit or a check for the amount of $477

Business

Response:

Review: I was told my delivery of my furniture would be on [redacted] and I would get a call with a three hour window. I got a call, but the delivery was never made. Finally when the delivery arrived, the furniture was damaged.I called Conns to [redacted] and the manager told me that I would get my furniture on Sunday [redacted]. The furniture never arrived. I called the store at [redacted] and was told that my furniture would arrive on Monday [redacted].Desired Settlement: I need a reduction on my total bill for all the lies said to me and deception of delivery of my furniture.

Business

Response:

Review: I purchased a washer and dryer from Conn's. We also purchased the stands to go with the washer and dryer. A couple of months later the washer broke down. Conn's sent out a repairman on 6 seperate occasions. The first said he needed to replace a part, the other repairmen did not have the right part. They stated that the wrong parts was ordered. Although we have a warranty, Conn's refused to replace the machine because they stated that the machine is no longer 899.00 which is the price we paid for it. They wanted us to pay an additional 400.00 because they stated that it was no longer on sale for 899.00 but was 1299.My wife and I explained that it is not our fault that they sold us a defective product. This has been going on for months with no resolve. Conn's told us that they will cancel the contract and have someone pick up the washer, dryer and stands due to the fact that we bought it all as a group. To this day, no one has picked up the product. We have been calling every day. Now we are getting harassing collection calls from Conn's. They have reported this on our credit as a derogatory account and are constantly adding late pay for something that they failed to comply with. This experience with Conn's has been a nightmare.Desired Settlement: I want Conn's to pick up this defective product and give me all of my money back. I also want them to remove the false deragotory statements that they reported on my credit. They have defamed my character. I don't want to see anyone else experience the horror that my family did with Conn's. This is horrible customer service

Business

Response:

Review: I purchased livingroom funiture, a leather couch and two leather chairs, in [redacted]. in m[redacted] the leather on all three items was fading. I called and they sent somebody out to look at the funiture. at that time I was told I could return the items for store credit. I purchased new furniture and was billed for the new furniture as well as the originaly purchased items. I paid for both sets of furiture for a couple months before I realized it. I called again to straighten it out and they took the original items off but did not honor the store credit. I am being overcharged and mislead. my credit score has been negativly effected by their mistakeDesired Settlement: I expect a full refund

Business

Response:

Review: I purchased a couch, washer, and dryer from this company. I was told at the purchase time that if I found the items at a cheaper price just to bring in the proof and they would match it as well as and extra 10%. I did find both the washer and dryer for $80.00 less than Conn's at Best Buy. I took screen shots of the same exact model as mine with the price on it. I took this to them. They said it had to be on paper, changing again what I was told, so I walked two stores over to the Best Buy and walked to the appliance department. I took pictures of the floor models of the same exact washer and dryer as well as I had to Best Buy employee print out something showing that it was cheaper. They again said they wouldn't accept that because it wasn't a weekly ad in the paper. This is ridiculous if you say you'll price match something then do it. Also, when I was in the store waiting for the manager he was out to lunch. I was on the phone with the corporate office, they called the store while I was on hold and I was within ear shot of the phone call and listened as another worker answered the call claiming to be the manager and that he was on lunch and would be back shortly. I never did get to speak to the manager. Also, when the "manager", the guy who claimed he was to the corporate office, and a sales rep came over to talk to me after more than 30 mins. both of them looking very desheveled and reeking of alcohol and looked like they slept in their clothes. I called the corporate office back to complain and again I got the run around about the policy. If you really expect me to continue doing business with your company you shouldn't be splitting hairs about a weekly ads over the actual price tag showing proof. I am a disabled combat veteran and I am unable to work so I'm on a fixed income. I make it a point to try and cut my costs as much as possible so I got excited when I found this. The company should honor what the sales rep promised and quit being shady. I'm not the only person to complain of this.Desired Settlement: They need to match the price that Best Buy advertised plus the 10% that the company promised. I also want the company to look into their employees being drunk while dealing with customers. These are very poor business practices and I will not recommend them to ANY of my family and friends.

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted] complaint. Mr. [redacted] has been contacted by the Oklahoma district manager regarding his concerns and Conn's has agreed to honor his request as a goodwill gesture. If I may be of further assistance Mr. [redacted] may contact me at 1-800-280-1514 ext 3277.

Kind regards,

Customer Relations

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. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

I haven't been contacted about refinancing for the lower payment. I already have a contract for a lower payment. My balance was lowered due to taking more than one thousand dollars in forced 4 year warranty plans. Then I had to spend more than a week messing with that instead of it not bring made part of my plan from day one. Than after making complaints about them not price matching two of the products I purchased they finally did. Something I didn't say anything about just because I finally got them to do their jobs. The policy is that they will price match plus 10%. I had to fight with them just to price match that I left that part out because this has been one of the biggest pains to get a company to take care of what THEIR policy says. They need to contact the Tulsa store and speak to [redacted] the store manager and he can provide the information on the already updated contract. And I can produce that contract but I've been dealing with the company since October. If they want me to scan and email the contract I will but I refuse to spend any more hours upon hours on the phone with this company trying to get them to do their job. If you could ask them who they want me to email to correct contract to I would appreciate it but every time I call in and they claim they're going to help me I get transferred over and over. I get transferred at least three or four times only to be told it was my responsibility to make their store manager give the new contract to the corporate office. They refuse to contact the store for themselves. I will provide that contract but I will not spend another minute on the phone to end up not being helped and told I have to pay the balance that it was before I had the price matching from. I don't owe 4400. I owe less than 2100. So this is my answer. I will email a copy of the contract to who they want but I will not spend anymore time on the phone.

Business

Response:

Review: I BOUGHT A LIVING ROOM SET FROM CONNS AND I NEEDED REPAIRS. I HAD A TICKET FOR REPAIRS IN SEPTEMBER, AND THEY DIDN'T FINISH THE JOB UNTIL NOVEMBER. THAT TICKET WAS NOW CLOSED, AND THERE STILL NEEDED TO BE REPAIRS FINISHED, SO THEY OPENED ANOTHER TICKET IN DECEMBER. AND TO THIS DAY I HAVE NOT RECEIVED PARTS TO FINISH THE FIRST JOB! I CONTACTED CONNS AND THEY TELL ME ITS "QUALITY FURNITURE'S" FAULT. WHEN TRYING TO RESOLVE THIS MATTER, WHEN SPEAKING TO CONNS THEY PUT THE BLAME ON QUALITY, THEN WHEN SPEAKING TO QUALITY THEY PUT THE BLAME ON CONNS. ITS JUST A CIRCLE THAT KEEPS GOING ON.Desired Settlement: ALL I WANT IS FOR EITHER QUALITY OR CONNS TO FIX MY LIVING ROOM SET. ISN'T THAT THE MAIN REASON FOR BUYING EXTENDED WARRENTY? IF THEY CAN'T FIX THE PROBLEM THEN CONNS NEEDS TO REPLACE MY LIVING ROOM SET.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show on

10/**/11, [redacted] purchased a Catnapper Cortez furniture set with us and

48 month Furnituregard plan. [redacted] contacted us on 9/**/13 stating the arm rest was tearing on his

loveseat and the head rest was bubbling on the sofa. A service call was set-up and upon inspection

the technician found the headrest bubbling was a result of wear and tear which is

not covered by the warranty because the furniture set had not been properly

maintained. The technician also found the

tack strip was coming off he reattached the strip and ordered covers to repair

the tearing. [redacted] contacted us

again on 12/*/13 and stated he was having a new issue with the loveseat and

sofa. After researching [redacted] complaint

I found there was a miscommunication and a delay with the parts needed to

complete the repair. [redacted] was

contacted on 1/**/14, and Conn’s agreed to exchange the sofa and loveseat due

to the availability of the parts needed to complete the repair. In addition Conn’s has offered [redacted] a

discount on the new furniture set they selected. [redacted] will be in the store to complete

the exchange and pick up his new sofa, loveseat and recliner. We would like to apologize to [redacted]

for the experience he had with us.

If I may

be of further assistance, [redacted] may

contact me at [redacted]

Kind regards,

Customer Relations

Review: I purchased a dinning room set for my wife in December 2012. One of the chairs broke on Feb ** 2014. We call the store in Arlington where the purchase was made and we are still paying on this merchandise. Spoke with a salesman named [redacted] who informed us that we would need to speak to Customer Service they would send someone out to look at the chair to see if was repairable if not we would receive credit. We were not looking for credit just the chair to be repaired or replaced as it is now broken and can't be used. We started the calling at 6:30 PM spoke with [redacted] at customer service who stated the warranty was up in December 2013 and we were transferred to the Customer Service Center spoke with someone named [redacted] who stated we would have to pay for someone to come out and then transferred us a furniture store that was closed. At 7:30 called back to the store and spoke with [redacted] who informed us there was nothing he could do and to have a nice day and hung up. My wife called back at 7:35 and again spoke with [redacted] who then put her in contact with her supervisor [redacted] who informed my wife that she knew what she wanted but that was not going to happen. She transferred my wife back to the Customer Service Center in which she spoke to someone named [redacted] who informed my wife they would not send anyone out to look at the chair and it would not be repaired. We are STILL paying for this table and 4 piece chair set which is now a 3 piece chair set because this chair is broken. I feel that something should be done about this as I am making monthly payments. If this is the case then Conn's does not guarantee their products or customer service. I would appreciate a response as a paying customer who is VERY unhappy and to know my legal rights after an hour of calling and speaking with several people

Product_Or_Service: December 2013

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like the chair repaired or replaced by Conn's as this is what I was informed when we called the store.. If I have to pay for it out of pocket, then I should be able to use of the $ 120. that I pay to Conn's to have the chair replaced or fixed.

Business

Response:

Thank

you for the opportunity to respond to [redacted]’ complaint. Our

records show on 12/**/12, [redacted] purchased Crown Mark Miranda dinette set

with a limited 1-year manufacturer warranty, and delivery totaling $804.98. Our records show [redacted] contacted us on

2/**/14, regarding his counter stool; stating the back of the chair of broken.

[redacted] service order was cancelled because his warranty expired on 12/**/13

and he did not purchase any additional FurnitureGard.

If we may be of further assistance, [redacted]

may contact us at [redacted]

Kind regards,

Customer Relations

Review: On December [redacted] 2013 I purchased a 60" Samsung Smart Tv from Conns that is located on [redacted] in Austin, Texas. It was marked at $1,899.99 plus tax. During that time, I also purchased the warranty for $329.99. I was required to put $190.00 down for the purchase. So the amounts above added, deducting the $190.00 given as down payment left me with a balance of $2223.00. I was told on that day by [redacted] that if I took a copy of my renters insurance I would not be charged the additional insurance covering theft on the tv. That amount would be $286.36. The next day, I took the copy of my [redacted] policy and gave it to the Store manager so that he could give it to [redacted] As per my contract/invoice from Conns it states that I would be under the 12 months no interest if I paid the $2223.00 within 12 months, 1st payment beginning February **, 2014. On January [redacted] 2013, I made an online payment of $109.14. Two days later, I checked my account and noticed that my balance AFTER payment was showing for $2189.86. Of the $109.14 payment I paid on 1/**/14 only $39.09 was applied toward my balance. I contacted customer service and they told me that they did not know what was going on and they would submit a ticket to have the insurance company look into the matter. They I contacted the store and they had no idea what I was talking about. During that time I notice that the tv was now for $1799.00 so **, store manager gave me a credit for $119.08 for the 30 day price guarantee. With my payment and now this credit amount should have left me with a balance of $1995.73. I called and checked on my balance and not it is showing that I have a balance of $2673.71. I have spoken to corporate, to [redacted], New Store Manager, [redacted], who told me that all I wanted was immediate gratification on my account on the issues and I was even told today by a [redacted] that I was no longer under the 12 months interest error. I don't know what to do anymore. Please help!!!Desired Settlement: I want my account to be corrected and have them stop making excuses. I should be credited something for all the time I have spent trying to resolve this matter. I have been dealing with this for like about a month already and have in good faith I have tried to work out a resolution with Conns with no resolution or correct answer. Or for that matter, a response as to why my account is reflecting a higher amount of $600.00 added to my account.

Business

Response: