Conns Appliance, Inc.

Review: I bought a TV and console years ago and the salesman who sold me the TV said ABSOLUTELY NOTHING about needing home insurance, which I already had because I'm a home owner. So I paid every amount of money to the penny for what I bought. Conn's secretly added a charge for insurance without my knowledge. So I get a call years later and am told I owe money which I cannot believe. So they told me where the extra charge came from and how to clear it up. Once I did what they asked, they did not clear it up. They told me to fax my home owners insurance document that stated I had insurance while I was paying for the TV. They tell me that because the insurance charge was taken off after the 6 month 0% interest, the insurance charge started to accrue interest. I don't know what genius they have working there that decided to credit the charge and not the interest. So now I am being hassled and tormented multiple times a day, every day while I'm working, over this blunder that's Conn's doing. I'm tired of this. I am very stressed out over this, stressed at work and going through a divorce. They should give me a multiple hundred dollar gift card toward a new purchase, or super special financing on another item for this misery they are putting me through. This is not right!!!!!Desired Settlement: I want my balance zeroed out and something extra for the inconvenience!! This is stressing me out so bad, I'm loosing sleep over this and I'm thinking about hiring an attorney and suing Conn's

Consumer

Response:

no comment, still unresolved

Business

Response:

Review: WE bought some mattress in february. We did not get them until march. There is a tore place on them. We have called the store so many times but this still has not been resolved. The managers are aware of this but we cannot get this resolved. They keep saying it will be taken care of but so far it has not. We have beengiven the run around ever since we bought these. We want something done. But they just don't seem to care about the customers.Desired Settlement: We want thee mattress replaced. Or if they don't want to do that we want our money back.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show on 2/**/14,

[redacted] purchased 2 Serta IComfort Savant twin XL mattresses and 2 Serta IComfort

twin XL adjustable bases. On 4/*/14, [redacted] contacted service stating one of

the mattresses was coming loose from the corner. We contacted [redacted] to

offer the option of either a concession the account or to exchange the mattress

and we are currently waiting to hear back from [redacted].

If we may

be of further assistance, [redacted] may

contact us at [redacted]

Kind regards,

Customer Relations

Review: Back in May of 2013, I purchased a new washer and dryer set from Conn's. I had made purchases from them in the past for small electronics and always received great service from the stores. Well, I cannot say that any longer. My washer has not worked properly since I purchased it. Repairmen have come out several times to fix the filter and now they are having to replace the drum because the bearings are not working. Its obvious that I have a defective washer machine, yet they refuse to replace it. I'm going on two weeks without a washer machine and Conn's repair service team could care less, but the funny thing is that If I'm one day late making a payment, I get about a dozen calls. they will not call me back, I don't know when my washer is going to be fixed and they refuse to follow the contract for my warranty or extended warranty that I purchase from them. Even the technician who came out this last time agreed that the machine was defective, apparently the machine was not put together properly from the factory, the service repair man said that he has seen this issue twice with Frigidaire machine, where they did not oil the bearings properly and that causes many issues, several parts will need to be replaced and he does not know when they will be in and no one in the customer service department is willing to do anything to assist me.It really saddens me when companies do not live up to their core values and mission statements. Here is Conn's:Conns offers appliances, electronics, furniture and mattresses, in addition to product repair, service, distribution, financing, insurance and other related services. Though Conn's has changed dramatically over the years, the customer continues to be the focus of attention and the reason for the company's continued success. The basic values and culture of the company continue to support Mr. Conns original goal to make sure "the Customer is Number One."so not true in my case.Desired Settlement: I want a new washer machine that is not defective and I want for it to be delivered to my home soon.

Business

Response:

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

5/**/13, [redacted] purchased a Frigidaire washer and dryer both with a

48-month Repair Service Agreement Plan. Our records show on 12/**/13; [redacted] contacted service stating the washer would not fill will water and would

not start on any cycle. A service call was scheduled on 12/**/13 with a 3rd

party vendor however; [redacted] contacted service stating the unit would not

drain properly and requested a Conn’s technician service the unit. A Conn’s

technician was scheduled for 12/**/13; upon inspection the technician found the

water pump filter had debris clogging it up which prevented the unit from draining.

The technician unclogged the water pump filter and checked the unit’s operations

system which tested ok through the cycles. On 3/**/14, [redacted] contacted

service again stating the unit would not complete a cycle. A service call was scheduled

3/**/14; upon inspection the technician found parts needed to be ordered. [redacted] was scheduled for service on 4/*/14 however; there was a delay for one

of the parts ordered and it is scheduled to arrive on 4/**/14. Once all parts

become available, [redacted] will be contacted to complete service. At this

time we are not able to honor [redacted]’s request for an exchange; we will

need to continue with service.

If we may

be of further assistance, [redacted] may

contact Customer Service at [redacted]

Kind regards,

Customer Relations

Review: Back in Jan 2014, I had 3 separate accounts with Conns that were past due. I clld to make payment arrangements and the rep suggested that I combine 2 of the smaller accounts to reduce my payment which was fine. The 3rd, larger account would not be combined so we made pymt arrangements of $225.15 to be deducted from my checking acct for Feb ** and Mar ** to catch me up. The following week I received the refinance contract and ALL 3 accounts had been combined even though that was not what I agreed to. I did not make a fuss bcuz it was better for me to only have 1 pymt of $172.XX due on Feb [redacted] I also made sure to ask that the 2 previous arrangements of $225.15 be cancelled since the refinance got me caught up AND my pymt was less than the $225. I was truly shocked when on Feb ** I got an email from Conns that they had still processed the previous pymnt arrangement of $225.15. I clld and had words with them and advised them that I would give them 2 business days to return the money and then I would file a fraud claim with my bank. This is just what I ended up having to do. Of course I am speaking to many different reps this last month and getting confirmation that there are NO other pymnts that will be taken out of my checking account. Lo and behold, I get another email today that they have taken another $225.15 out of my account. What the hell? Every rep that I have spoken with including those at the Corporate level have swore up and down that there were no future pymnts that would be debited. Now I will have to file another fraud claim with my bank AND close this account. This is horrible. CONNS is full of liars, scammers, deceivers, and people who are not very competent at their jobs. I have spoken to them almost daily in the last month about my refinancing. I have been buying from them for 10 years and at this point I will no longer do business once these items are paid off. I am filing a complaint formally with their corporate office.Desired Settlement: I would like CONNS to refund my $225.15 and remove my checking information from their systems.

Business

Response:

Review: I bought a ice box from Conn's in Janurary 2014. It went out on April 15 2014.

Conn's service department told me it will be a 72 hours intil they can give me a call for a technican to come out. I ask them to replace my food since I am under warranty. They told me they only replace 150.00 of food. I had over 300.00 worth of grocery in my ice box. Me and my family have to eat out everyday this week I feel they should replace my money I have to feed me my 3 kids this week with. They said that could not do that

Business

Response:

Thank you for the opportunity to respond Mrs. [redacted] complaint. Our records show on 1/18/14, Mrs.

[redacted] purchased Samsung refrigerator with a 24-month Repair Service Agreement

Plan. Our records show on 4/15/14, Mrs.

[redacted] contacted us regarding her refrigerator; stating the unit was not

cooling. A service call was set-up through the manufacturer with an

authorized service technician since the refrigerator was still under the manufacture

warranty. The manufacturer attempted to schedule Mrs. [redacted] for service on 4/19/14 however, there was a scheduling issue with the

technician and the manufacturer reassigned Mrs. [redacted]’s work order to another

provider. On 4/22/14, Mrs. [redacted] contacted us requesting to file a food loss

claim and reimbursement for the service technician that she hired to fix her

refrigerator. Mrs. [redacted] was informed that we would send her a food loss

claim form and the Repair Service Agreement covered up to $150.00. See the Repair Service Agreement Terms and

Conditions number (2) Additional Coverage: Appliances – Verified food loss of

up to $150.00 on refrigerators and up to $250.00 on freezers, per occurrence,

over the term of the agreement as a result of a covered failure. Although we are unable to honor her request

for $300.00 reimbursement towards food loss.

As a goodwill gesture we will agree to honor the $150.00 claim as well

as agree to reimburse the trip fee of $60.00.

A check for $210.00 is being

processed and should be received within the next 7-10 business days.

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

Customer Service at 1-877-358-1252.

Kind regards,

Conn’s Customer Relations

Review: in September I purchased a freezer and 3 patio sets. all 3 of the patio sets have issues. I have spoke to my salesperson, have had representatives of conn's to my home to inspect the product and all have told me it will be resolved right away. I have yet to get any resolution to this matter. I have refused to pay for items that are defective, have even spoke with 7 different people at company headquarters regarding all of this and still haven't received any help. I believe I have been overly patient, I mean really, 6 months is being more than fair !!Desired Settlement: apology and replacement of defective items. it would be nice to have some other form of compensation, but I am trying to stay realistic. I have already spoke with my attorney regarding thas , and hoping that I can resolve before taking them to court.

Consumer

Response:

I have not received any resolution regarding this matter. I have not been contacted at all.

Review: I went to the Conn's location on April 1, 2014. While there, I purchased a dining room table set and entertainment center. The sales person looked up the inventory and confirmed that everything was in stock and could be delivered the next day. On April 2nd I received a phone call to let me know that everything would be delivered except the top half of the media center and that if would take about a week to get in. The following week I called Conn's and they told me they would receive it from their Dallas warehouse and deliver it later that week I received a phone call I Thursday evening to schedule the delivery for the next day, Friday morning. When no one called me Friday morning to confirm a delivery time, I called Conn's myself. They said that they didn't have it in stock and would not be delivering. I told them that the previous evening someone had called me and told me that it was in stock now and scheduled a delivery. They just said that they didn't know why I was told that and to call my sales person. It has now been over 3 weeks. No one from the warehouse or delivery has called me. I have no idea if I will ever get the top to the unit. I called last week and told the sales person to at least coordinate to pick up the half that I have of the unit, and no one has even called to schedule that either. I have contacted them multiple times to get this resolved over the past 3 weeks. Today the store manager offered to sell me the floor model, but only at the same full price I paid for a new one in the box.Desired Settlement: I would like the top portion of the entertainment center be delivered as promised.

Business

Response:

Thank you for the opportunity to respond

to Ms. [redacted] complaint. Our records show on 4/2/14, Ms. Esparaza purchased

a Dining Room Table Set and Entertainment System from our Shenandoah location.

We were unable to deliver the complete entertainment system to Ms. [redacted] due

to the hutch not being in stock. Ms. [redacted] was contacted by the store manager

and offered the floor model hutch to complete the delivery. Ms. [redacted] agreed to the floor model hutch

with 30% off plus free delivery refund. A credit of $303.09 is processing to Ms. [redacted] Conn’s account.

We sincerely apologize to Ms. [redacted] for the experience she had and for the inconvenience caused by the delay. If we may be of

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

Kind Regards,

Review: Conn's has the worst business practices of any company I know. I have worked in the collection field for 10 years and I know calling 15 times in one day and leaving 5 voice mails violates the FDCPA Laws.Desired Settlement: no settlement requested

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted] concerns regarding the number of collection calls he has received on his

accounts.

According to our records, Mr. [redacted] has two retail

installment accounts with Conn’s. Account #[redacted] and account

#[redacted].

Mr. [redacted] signed a 32-month retail installment

contract on April 4,

2013 which created account #[redacted]. The monthly payment

due date is scheduled for the 4th of every month on account #[redacted]. He also

signed a 32-month retail installment contract on January 2,

2014.

The monthly payment due date is scheduled for the

2nd of every month on account

[redacted].

When the payments on Mr. Rivera’s accounts are late, we

start call attempts to ensure the payments will be made in a timely

manner. It is a normal practice for our company to begin call attempts the first

day the payments are late.

To prevent the calls, Mr. [redacted] has the option to

pay on-line, in his local Conn’s store, by mail, or over the phone if it is more

convenient before the payments are due. Mr. [redacted] has also listed the phone number associated with his accounts as home, work and

cell. Please note, when a customer has one number listed in multiple telephone

fields, this will result in multiple calls when both accounts become past due.

We ask that Mr. [redacted] confirm his correct phone numbers, and we will adjust our

records accordingly.

If Mr. [redacted] pay cycle has changed, he may benefit

from requesting a due date change on both accounts. We ask that

Mr. [redacted] contact us if he thinks it may be beneficial for him to change the

due date on his accounts.

We value Mr. [redacted] as a customer and appreciate any

feedback he has to offer.

Review: Purchased dryer in October 2013 with 6 month cash option.I paid off the contract amount quoted to me prior to the 6 months.They are charging me extra

Problem Date: 07/03/2014

Purchase Date: 10/01/2013

Model Number: [redacted] Electric Dryer

Sales Rep: [redacted], Mar

Payment Amount 465.00

6 months same as cash.

paid off on 03/28/2014

6 month ended 04/01/2014

Conss is trying to charge me additional fews for insurance that I declined, due to the fact that I have Homeonwer insurance to cover the dryer. I have faxed this information to Conns and they continue to try and charge me 76.00 for a 12.90 insurance fee. I have been contacting conns since April multiple times, I have been given the run around about who can fix the issue. Now they will no longer speak with me about removing the insurance charges.Desired Settlement: I would like the removal of the insurance charges that I do not need, since I have coverage through my Homeowners insurance. Which they are aware of.

Business

Response:

Thank you for

the opportunity to respond to Mrs. [redacted] concerns regarding account

#[redacted] Mrs. [redacted] stated she was

not aware there was insurance coverage on her merchandise and she would like the

insurance removed and the account to be closed.

According to

our records, Mrs. [redacted] signed an 18-month retail installment contract on

October

1, 2013. That

contract also included a 6-month no interest financing promotion. . In addition to signing

the contract, Mrs. [redacted] also signed the General Information page agreeing to

the property insurance on the contract.

Due to this being a secured retail installment contract, the merchandise

must be insured with property insurance, either purchased through Conn's, or

provided by the customer under their own homeowner's or renter's policy, until

the contract is paid in full. In the

event the customer has an alternative insurance policy, they are able to send

that policy in to our insurance department to receive full credit as long as the

declaration page shows coverage from the date of purchase to the present

date.

Mrs. [redacted] called on

May 17,

2014 and was informed at that time that she would need to

fax in a copy of her homeowner’s insurance declaration page in order to cancel

the insurance. The insurance was

canceled and $45.56 was credited to Mrs. [redacted]’s account on June 27,

2014, once we received the proof of insurance. This credit includes the $38.61 for the

insurance and $6.95 for finance charges.

As of July 4,

2014 we have processed a goodwill cash-option reinstatement

and the account will close. Please allow

10-14 business days for the process to be completed and the account to be

closed.

Mrs. [redacted] will receive a

close out letter within 30 business days to retain for her records.

Review: I bought a mac book desktop and had warranty on it and it stopped working so I took it in to be repaired on 10/17/13. In 12/13 they stated that wrong part was ordered on 11/20/13 after calling in and no calls from them at all. On 11/22/13 it was approved for exchange noting that part was not available,it was and confirmed it with manager at the store at the time [redacted] he called repairs and spoke with supervisor and sup. stated that he will try to get part for repairs.I later received a call informing me request was not approved for the part and exchange will stand by repairs supervisor. I then called in and filed a complaint with for the denial of the part request with the escalation line and no response and left messages for manager over sup in repairs,no response.After dead ends with manager for supervisor for repairs or repair supervisor or escalation line on 1/11/14 I went to the store and the manager-[redacted] stated that for what ever reason the desktop was not approved for the part request and that the exchange given previously will stand. He stated that I had 1399.99 credit and to select ANY appliance and the remainder will be refunded as a check in a few weeks. I asked repeatedly and confirmed refund and time frame, he personally processed the transaction with the worker-nasim as training him on procedure. I got a dryer which was 519.98 leaving a remainder of 880.01 which I never got. In 3/14 I go in to ask about refund by this time there is a new manager-oscar merioley he tells me previous manager fired for wrong procedures tells me that he should have not given me dryer or said that I would have credit refunded and stated he will write a letter to corporate. After many calls and left messages which he never returned on 5/14 I go in and he states that there is nothing he can do and that I am out the 880.01 credit and gives me the 1-877 number on my warranty and labels it corporate and tells me to call them for further assistance. I call them and speak with constance on the esalation line after telling her what happened she tells me sorry there is nothing I can do the previous manager-[redacted] was wrong and that I should have use up all the credit at the time of exchange or not I lose credit. I ask to speak with her supervisor she says that she was telling me what supervisor stated I then ask to speak with them directly and then she says she will file claim to investigate this issue and follow up with us if its anything like the one I filed previously im thinking they will never call. So here I am losing out on $880.01 due to a MANAGER error that conns wont correct or even give me the credit for.Desired Settlement: I want my refund of $880.01 as promised.

Business

Response:

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

complaint. Our records reflect that Ms. [redacted] purchased a laptop on 11/26/11

via invoice # [redacted] with a 25-month Repair Service Agreement. She contacted

our service department on 10/17/13 for service on the laptop. After the

inspection the unit was determined irreparable and an exchange was approved.

Our Repair Service Agreement covers service and replacement of

products within the guideline of the policy. On 1/11/14, Ms. [redacted] processed

the exchange approval for a dryer via invoice # [redacted] Although the value

was less than the credit amount it was considered an even exchange as the

customer had the option to select any item in the store. Ms. [redacted] has been

contacted and as a goodwill gesture we have agreed to honor her request and refund

the difference of $880.01.

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

us at [redacted]

Kind regards,

Review: In [redacted] I went active duty in the military. During this time I had sent in my [redacted] orders to conns so that I can be protected under the [redacted] LAW for active duty personnel. Since then I have been trying to resolve my correct account balance so that I can pay the appropriate amount under the [redacted]. In [redacted] I had contacted them again and have just been giving the run around since then about their OFFLINE DEPARTMENT being the only department being able to handle this request. I can not get any return calls to resolve this matter. They reported to the credit bureaus of the payment status when the account is supposed to have been blocked because of my active duty status and the [redacted]. I paid the account off even though it was not the correct payoff because of the adjustments the account still needed. I have resubmitted yet another request for a call back and the documentation of the [redacted] status again . The only thing conns representative say is to fax it in to [redacted] . and they will have the OFFLINE REIVEW IT and for me to call back within 48-72 hours. I have done this numerous of times.Desired Settlement: I am requesting for Conns to reverse any negative credit information. The account is paid in full. And request that there be a refund on the interest adjustment that should have been done since day one from when I went active duty under the [redacted] LAW. I have given them plenty of time to respond so it let for me to file this complaint. I also request a management call and a letter stating their error.

Business

Response:

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

concerns regarding account #[redacted]

stated he went on active [redacted] duty in [redacted] and he

sent in his [redacted] orders so he could be protected under the [redacted]

Law. [redacted] would like any negative credit information reversed and he

would like the overpayment of interest refunded.

We have removed the 30-day credit mark. Please allow

30-60 days for the credit bureaus to update their files. We are in

the process of refunding the last payment of $[redacted] and the account will remain

closed. Please allow 7-14 business days to process the refund. [redacted]

should receive the refund check within 7-10 business days after the refund has

been processed.

[redacted] will also receive a close out letter

within 30 days of the account closing.

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

any inconvenience he has experienced due to this matter.

Review: all my furniture was damaged during delivery. I have tried a number of times to resolve this issue. they keep avoiding the problemDesired Settlement: Replace, or refund and remove all items purchased, or remove a large % off of my account

Business

Response:

Thank you for the

opportunity to respond to Mr. [redacted] complaint. Our records show

on 6/22/14, Mr. [redacted] purchased a Harrison king bedroom

set which consisted of eight pieces; headboard, footboard, rails, dresser,

mirror, (two) nightstands, and chest. Mr. [redacted] purchased a Saddle

reclining furniture set which consisted of three pieces; reclining sofa,

loveseat, and recliner. Mr. [redacted] purchased a Serta Aim plush king mattress,

(two) king/twin XL box springs, (three) Kingston center chairs, Tucson TV

console, a 50” Samsung Smart LED TV; with Mr. [redacted] purchase he received

(three) free 32” Haier LED TVs and elected to have his items delivered.

Mr. [redacted] was

scheduled for delivery and received his bedroom furniture, mattress and box

springs, Kingston chairs, TV console, all (four) televisions, Saddle reclining

sofa and loveseat on6/26/14 in good order; however during delivery Mr. [redacted] refused the

recliner because he found the Saddle recliner was damage. Mr. [redacted]’s

delivery was completed on 6/30/14; Mr. [redacted] received his

Saddle recliner in good order. Mrs. [redacted] signed the delivery ticket

acknowledging all items were received in good order.

After researching

Mr. [redacted]’s complaint we found he contacted us on 7/10/14 which was 14-days after his initial delivery; stating one of

his box springs bottom dust cover was torn, his bedroom furniture, his sofa and

loveseat was scratched, and the rails were delivered without screws and falling

off frame. A service call was set-up on 7/30/14; upon the inspection the

serviceman did find multiple items had been damaged. We attempted to

contact Mr. [redacted] on 8/04/14, to advise him the

damages were reported two weeks after delivery and although they were

noticeable we are unable to determine when the damage occurred since they were

received in good order. At the time of purchase Mr. [redacted] received a

copy of Conn’s Return and Exchange Policy which states: A $129.00 exchange fee will

be charged on all exchanged merchandise unless original merchandise has been

inspected by a Conn’s service technician and is found to be defective or the

original merchandise fails within 24 hours of delivery or 72 hours if purchased

with a Retail Service Agreement (RSA). Mr.

[redacted] did not contact us in a timely manner regarding the damages reported

therefore we are unable to honor his request to return or exchange the items

purchased.

If we may be of

further assistance, Mr. [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 have determined that this proposed action would not resolve my complaint.

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

Regards, As Conns service center is aware, I had my son open the house to allow the delivery of the Items. My Mother was admitted to the hospital and was in ICU. I had to leave immediately to go see her. This was in South Carolina. Upon my return is when I found the damage to the items and called them to exchange these items. They was the one to set up inspection date not me. the have delayed the exchange and repair. They offered me 200 discount . I informed them I did not buy scratch and dent items and I refuse to pay for these items. They will exchange or come get these items. I have continued to pay to protect my credit ,however if this issue is not resolved buy October I will stop future payments and contact an attorney. Best regards, [redacted]

Review: We bought a dish washer from Conn's on February 11, 2014. We used it twice, by the second time we used it we noticed the dishwasher was leaking and my wood floors were wet. I contacted Conn's and they said the earliest they could get someone out to look at the dishwasher will be on February 25, 2014. I explained my concern about the wood floor in the kitchens getting damaged and needed them to fix it as soon as possible before it damaged my wood floors in the living room as well.On February 25, 2014, Mr. [redacted] came over to look at the dishwasher and he stated that the water line on the dishwasher was not tight during installation. He also stated that Conn's will pay for the damaged floors. He took pictures and videos and said that he will forward them to Conn's and that they will contact me in 24 hours. He also stated that he couldn't turn the hot water valve to the dishwasher because there was a leak, which was damaged during the installation of the dishwasher. He said we needed to fix it before they could do anything. That was fixed the same day, since we were promised contact within 24 hours. However, the dishwasher continued to leak. Waited until March 3rdand we had still not heard from anyone. Called Conn's to find out what was going on. All they could tell me was that my ticket was closed on February 26th, without even contacting me, because they said it wasn't a service issue and it was a delivery issue. Expressed my concern again about my kitchen and living floors getting damaged. The employee stated that all she could do was open another ticket and they will contact me within 72 hours. On March 6th, contact Conn's again and was told by the representative to have patience. I explained that I was told 72 on March 3rdand I really needed the dishwasher fixed, because my floors kept getting damaged. The representative asked me again to have patience and they will try to expedite the issue and to allow 24-72 hours again.Once again gave them enough time and contacted them on Friday, March 14th. At this time they tell me they can't do anything because it wasn't a delivery issue and it wasn't a service issue. I explained how I was being bounced around and nothing was getting done and all was asking is for them to fix my dishwasher and now fix my floors. The representative asked me to allow 72 hours and that all they could do was open another ticket. By this point I was very frustrated, I asked to speak to a manager and I was told that they couldn't let me speak to a manager because it was a service issue. Then she said she'll transfer me to a supervisor in Austin, TX and they should be able to help me. I spoke to Mr. [redacted] stated since it was the end of the week he didn't have anyone available, but will make sure to send someone by the beginning of the following week. He also stated that he will send me an email over the weekend to let me know if someone will be over to look at the dishwasher. I expressed my concern about the floors to him as well and asked him to please expedite the issue. He provided me with a direct number.On Wednesday March 19thcontacted Mr. [redacted] since I had not heard from him by email or by phone. I explained to him that I didn't know what to do anymore. We have gone through so many towels trying to keep the floors from getting more damaged. His reply was that he will have someone come over the very next day, Thursday March 20th. On Friday March 21stcontacted Mr. [redacted] once again and explained how frustrated I was with the whole situation and couldn't believe that my floors were so damaged already and they were still not taking any actions. Mr. [redacted] then pretty much started screaming at me and pretty much saying that we were using the dishwasher on purpose. I stated we only used it twice and I've been actively calling and every single time I have mentioned my concerns about the floors, but they had not made an attempt to fix or even come take a look at the dishwasher. Mr. [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

What I will like Conn's to do is:-Take the dishwasher back-Return the full purchase price including the warranty and-Fix my wood floors in the kitchen and the living roomPlease help us file this complaint and resolve the issues.

Business

Response:

Our records show on 2/11/14, Mrs. [redacted] purchased a Samsung dishwasher with a 48-month Repair Service Agreement from us. Our records show Mrs. [redacted] was scheduled for delivery and received her dishwasher on 2/12/14. Our records show on 2/21/14, Mrs. [redacted] contacted us regarding her dishwasher; stating the unit was leaking water from underneath. A service call was set-up for 2/25/14; during the assessment the technician found the dishwasher line was not connected properly and the unit could not be cut off completely due to the valve under the sink could not be turned off completely. After reviewing Mrs. [redacted]’s complaint we are unable to determine if the valve was damaged during the initial delivery or the days prior to Mrs. [redacted] contacting us for service therefore, her claim was denied.

Review: We purchased a new living room set from the new store in [redacted] on 8/23/14. We went into another furniture store to look at area rugs only to find the exact set for $1,312.98 cheaper. We called Conn's who said they would price match if advertised. The other furniture store was so helpful and gave us their advertisement that was posted in store. They said they would accept this as part of their price match guarantee and we should take this. We took the in store advertisement to Conn's and they would not honor it. They said it had to be advertised in the newspaper. They won't let us return the furniture nor will they honor the price match guarantee. The web site clearly state "simply bring us the advertisement showing the exact model number, price and proof that it is in store and available." No where does it say it has to be a newspaper advertisment. They will not let us return the furniture nor will they honor the price match guarantee.Desired Settlement: We would just like to return the furniture. We didn't even have the furniture for 12 hours before we happened upon the same furniture for less. We just want to return the furniture and not be associated with Conn's and this horrible experience. $1,312.98 may not be a big amount to a large company like Conn's but to the consumer it's a matter of 12 months of payments.

Business

Response:

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

complaint. Our records show on 8/23/14,

Mr. [redacted] purchased a Belmont sofa, loveseat and recliner with us. At the time of purchase Mr. [redacted] was able to

take advantage of the free 32” television and 36 month no interest that was

being offered. We show Mr. [redacted]

contacted us on 8/26/14 via email and shared his experience regarding our price

guarantee. We requested that Mr. [redacted]

email us a copy of the advertisement to review to determine if the purchase

qualified. We have attached a copy of

the information submitted by Mr. [redacted].

After reviewing the Mr. [redacted]’s invoice and the price list he

provide, we found his furniture set was

not advertised and the competitor did not offer a free TV with purchase or 36-

month special financing. Therefore, we

are unable to honor his request. Conn’s Price Guarantee may be found online at http://www.conns.com/price-guarantee/.

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

at ###-###-####.

Review: It been already one month conns has failed in repairing my washer 3 technicians have come each of them find something different they order the part come back after a week . And same story repeats and nothing has been done call many times to costumer service they have not help me at all they just hang up on me or make up things that parts have arrived and it's not trueDesired Settlement: Fix washer or replace washer

Business

Response:

Thank

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

records show on [redacted],

Mr. [redacted] purchased a GE high efficiency washer and dryer from us with a

48-month Repair Service Agreement on both items. Mr. [redacted] elected to

have his items delivered. We show on [redacted],

Mr. [redacted] signed acknowledging his washer and dryer were received in good

order.

Mr.

[redacted] contacted our service department on [redacted] regarding his washer; stating his

washer was making a loud noise. A service call was scheduled; during the

inspection the technician found five parts were needed to be replaced.

The technician ordered the parts and all parts became available on [redacted].

The technician completed the repairs on [redacted];

the technician replaced the rotor, mode shifter ASM, stator, (4) rod springs,

and hall sensor.

Mr.

[redacted] contacted service again on [redacted];

stating his washer was once again making a loud noise. A service call was

scheduled; during the inspection the technician found additional parts were

needed to be replaced. The technician ordered the parts and all parts

became available on [redacted].

The technician completed the repairs on [redacted];

the technician replaced the hub nut, insert, platform, tub, and basket.

After the repairs were completed the technician tested the unit and the unit

tested ok.

At

this time Mr. [redacted]’s washer does not qualify for an exchange.

Therefore we are unable to honor his request to return/exchange his

washer. We do not show Mr. [redacted] has contacted us since the repair was

completed on [redacted].

If Mr. [redacted] feels his washer is not functioning properly, he may contact our

service department to have a technician re-evaluate his washer for a possible

exchange.

If

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

Kind

regards,

Review: Conn's set up a delivery of my items I purchased, they delievered them and as they were bringing in my refrigerator they hit the stainless steal door on my door when they were bringing it in. This caused a large dent on the left upper door and a smaller dent in the lower freezer door. The delivery gentleman said no problems, if your wife doesn't want it, just call and we will take care of it. Well I have been calling and refusing to pay and they still haven't fixed it. I have been lied to so many times I can't count anymore. There are notes all in my records about it. I told them numerous times that the only way I can get someone to call me back is if I don't pay the bill. Collections even told me they would be able to get it fixed if I payed the bill so I paid and no one called me back until I didn't pay for it the next month. This has almost been a year with no resolve. So I am seeing if I have any recourse.They also debited my debit card one month without my permission. This is an awful place to do business with. Please help meDesired Settlement: I''m to the point where I just want them to pick it up. I believe I bought it 10-3-2013 I have the paperwork at home and not with me. There may be some incorrect data with the details of the product due to the paperwork isn't with me. But I believe this to be correct

Business

Response:

Thank you

for the opportunity to respond to [redacted]’ complaint. Our records show on 10/09/13,

[redacted] purchased a ** French door refrigerator with a 1-year limited manufacturer’s

warranty and received delivery on 10/11/13 in good order. Although no damages

were reported on the delivery ticket when the unit was delivered, Conn’s has

agreed to repair the door. On 8/14/14; [redacted] also received a 10%

concession in the amount of $260.99 for the refrigerator. We attempted to

contact [redacted] on 10/01/14 to verify which door needs repaired to order

the correct parts however; we were unsuccessful in our attempt. [redacted]

may contact us at [redacted] and reference helpdesk ticket number [redacted] to

provide requested information to order parts for repair. We sincerely apologize

for any inconvenience [redacted] experience during this process.

If

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

Kind

regards,

Review: I have a laundry machine that broke over a month ago. Their customer service promised call backs that did not happen, replacements that still have yet to happen. Their customer service is AWFUL. This company has delayed with excuse after excuse... (started with the part is a specialty part and has finally gotten to the point of...... "well it has been a month, we will have the service manager call you Thursday to set up a replacement machine" (that call still has not happened). Prior to this their service people that have come to look at and/or try to repair the machine do so "unannounced" that is, they call me essentially while standing at my front door to check on the issue RATHER than calling the day before to let me know they are coming and schedule a time.

We once got a message out of the blue telling us the repair man was "injured" and he wasn't coming, when we didn't even know he was coming in the first place. When he did finally come (about 27 days after the machine broke) he found he was sent the "wrong part". Customer service repeatedly told me about how every time a call comes in they are supposed to put notes in the case - but when the next agent gets my call there are no notes. I honestly feel they have Conned me.

Pretty much 99% of all contact with Conn's service has been instigated by us simply attempting to get this month old issue resolved. it NEVER should take a month to repair a laundry machine,

Again, theoretically, I am "supposed" to be getting a replacement machine but at this point I am confident it will be weeks before that ever happens. this is based on how poor their service has been up to date.

Because of their ABYSMAL delay, we have spent our own money now to do laundry (about 27 dollars) and may need to do so again if this matter is not resolved immediately.Desired Settlement: Immediate (as in on MONDAY) the machine is either replaced or repaired...NO excuses!

Compensation for the laundry bills on laundry I will have to pay for simply because they are slow (at this point 27.00 but if this is not resolved by tuesday I will have to run another Huge pile of laundry to the laundromat)

An apology letter from the company for their Abysmally Awful service.

Business

Response:

Thank you

for the opportunity to respond to Mr. [redacted] complaint regarding a purchase

made under the name [redacted]. Our records show on 2/13/13, Mrs. [redacted] purchased a

Samsung high efficiency washer with a 48-month Repair Service Agreement and a

high efficiency dryer with a limited 1-year manufacturer warranty. Mrs.

[redacted] elected to have her appliances delivered; we show on 2/18/13 Mrs. [redacted] signed acknowledging her

washer and dryer was received in good order.

We received

Mr. [redacted]’s complaint and found Mrs. [redacted] contacted our service department on 8/25/14; stating the washer was

leaking water. After reviewing Mrs. [redacted]’s service history we found there

was a delay in getting the part needed for repair. Therefore, Conn’s

agreed to exchange her washer; Mrs. [redacted] was given a credit of $799.99 which is

the original amount paid to re-select a new washer. As of 9/29/14, Mrs. [redacted] has elected

model WT1201CV and was scheduled for delivery on 9/30/14. We have confirmed

Mrs. [redacted] received her washer in good order. We sincerely apologize to

Mrs. [redacted] for the experience and any inconvenience that has been caused as a

result of delay.

If we

may be of further assistance, Mr. [redacted] may contact Customer Service at [redacted]

Kind

regards,

Business

Response:

Thank

you for the opportunity to respond to Mr. [redacted] additional comments. We would like to apologize to Mr. [redacted] for the lack of communication and service delay he experienced.

We received Mr. [redacted] Revdex.com complaint on 9/29/14; however his exchange had already been processed on 9/26/14 due to the 30-day service repair

delay. We appreciate Mr. [redacted] for bringing his concerns to our attention

this matter was discussed with the people involved to ensure it is not repeated.

If

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

Department 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,

Unfortunately [redacted] Your response comes across very canned. Please understand that after questioning some others who have dealt with Conns (lack of) service department and also speaking with a few front end delivery people that work at Conns, it is my observation that my experience is the rule, NOT the exception. I should NEVER ever had to file this complaint with the Revdex.com, I should NEVER have had to send a formal complaint into your "special complaint department"

If I was to behave in the manner of your (lack of) service department I would simply let this Revdex.com isue close instead of rejecting it. But see Ms [redacted] I am doing what your company pretty much failed on all accounts to do. tell me what the heck was going on!

So as annoying as this is. my issue is NEVER going to be resolved -- I will let this Revdex.com eventually close however, you and your department (unfortunately mainly you because you have chosen to be the spokesperson for your department) really need to actually determine what the words "customer" and "service" actually mean.

1 - A customer is someone who buys a product from your store and in doing so, expects in good faith that you will provide them with help should something go awry. they are NOT simply a person to take money from

2 - Service is a much broader thing.... however, in a nutshell it involves the following....

A - Setting realistic expectations if something needs to be fixed how long it might take (to his credit when the repairman knew the part was going to take a while, he told me... )

B - Contacting the Customer at the very least the day before to let them know a service person was coming out (this NEVER happened... the 2 times your repair man came out it was un announced and I had to give him a code to get into my house)

C - If a part comes in, or something is going to be delayed, Call the customer and give them a STATUS UPDATE.

D - keep accurate record if/when a customer calls in so they do not have to start from the beginning each time AND your agents can refer back to the timeline of what is happening (there were at least 3 calls where agents did NOT take notes, I know, because I asked)

sorry for the lecture [redacted] but, I do not think that Conns really gives a rats patootie about my awful experience nor do I think Conns as a whole really cares about their service side of things.

I will give you ONE small ounce of credit, at least (it would seem) that you have a US based service crew as opposed to sending those jobs to an offshore company.

The company you work for has a sucky service department. If you are the head of it, and TRULY care. Step up your game.

Review: the sales person as well as the manager failed to provide me any information about their 24 hr policy or of their 15% restocking fee

I had the tv for 2days witch was picked up on Saturday night after 7;00pm on [redacted] Sunday [redacted] I worked from 10am to 6pm set it up that same night

went to bed on Monday the 09/29/2014 when I got off work at 6pm I finally got to sit down and watch the tv and I notice a blur that would come and go on the

faces of the people on the tv I spoke with Andrew fist thing in the morning and he said that I had to bring tv in on 09/30/2014 so he could exchange it when I got to the store

with the tv I when to watch the same tv they had up as display while they where connecting my tv the display tv was doing the same with the blur in the faces they offered me to exchange and I had said that I didn't want an exchange but since the other tv was doing the same thing I would rather reselect. that was the first time I was told about the 15% restocking fee and there 24hr return policy I was so upset that they wouldn't work with me I left the tv and paid the 300.00 dollars restock fee I really feel like I was taken advantaged of.

I feel that I shouldn't of had to pay the 300.00 dollars re stock fee when I was never properly informed of all their policies .Desired Settlement: I would like to have my 300.00 dollars returned. thank you

Business

Response:

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

complaint. Our records show on [redacted], Mr. [redacted] purchased a 70” [redacted] 3D TV with a 48-month Repair Service Agreement Plan. Mr. [redacted] elected to

pickup his television from our E. Broadway location in [redacted] on [redacted].

Mr. [redacted] signed his pickup slip/invoice acknowledging he received his item

in good order and that the Return/Exchange Policy was discussed prior to

pickup. Our customers are given the opportunity to

inspect their product prior to leaving the store. As listed on the pickup slip/invoice provided to

Mr. [redacted] “Please thoroughly inspect your merchandise for damage prior to

loading. An exchange or price concession will not be authorized for damaged

discovered after the product leaves the warehouse or store. A restocking fee

may apply to Return and/or Exchanges”.

We received Mr. [redacted]’s complaint and found on [redacted], Mr.

[redacted] brought his television back to Conn’s where he made his purchase

stating there was a blur on the screen when the television is turned on. We contacted

the sales associate and store manager who assisted Mr. [redacted] upon return and

was informed that the television was tested inside the store and was unable to

detect a blur on the screen. Mr. [redacted] was informed he would be required to

pay a 15% restocking fee if he no longer wanted the television due to no

problem was found with the unit. At this time we are unable to honor Mr.

[redacted]’s request to refund the restocking fee charge due to no problem was

found with the television when returned to the store.

We have included supporting documents in our response.

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

###-###-####.

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,

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.

From: [redacted] [mailto:[redacted]]

Sent: Wednesday, [redacted]

To: drteam

Subject: Re: Conns [redacted]

totally not true I was never informed of the any 15% restocking fee and the 24 hr returned policy I even asked for a reselection nothing is resolved I will like a refund of my 300.00 thank you

Regards,

Review: purchased a dishwasher on aug 30 2014..due to the renovation of our house we did not not install the dishwasher until sept.14,2014.A week later sept 27 and a half later as I was putting the dishes away the door start pulling apart..I called Conns baytown and suggested I call Service dept..Oct 3 service come out and I was told it would takes a week to order the parts..so I waited..almost a month later on Oct 27 2014 service came back and pull the door apart then told me he doesn't have the parts with him.Why did he come to my house?I dont know!I cancelled all appointments that day for the service guy only to find out that he doesn't have the parts..I called monday to find out when are they gonna come back..they said it could take up to a 2 wks or month ..depends if GE have the parts..I have 4 boys I spend all my time on the sink washing dishes..thank you so much hope this will help speed up the process..I just want my dishwasher.Desired Settlement: replace it if they cannot fix it..

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 8/30/14, Mr. [redacted] purchased a GE dishwasher with

a 1-year limited manufacturer’s warranty. Mr. [redacted] dishwasher was scheduled

for delivery on 8/31/14 and received in good order; he did not elect to receive

Conn’s installation on his unit.

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

service department on 9/27/14 stating the door is falling off on the

dishwasher. A service appointment was scheduled for 10/3/14; upon inspection

the technician found parts were needed to replace the door. Our records show

there was a delay receiving all the parts for repair therefore Conn’s submitted

a request to the manufacture for a possible exchange however; the manufacture

denied the exchange due to the reported issue was not a functional failure.

Once we received all the parts Mrs. [redacted] service appointment was scheduled for

11/11/14 however; Mrs. [redacted] informed the service representative that they no

longer needed service at this time due to the dishwasher was being replaced

through their homeowners insurance therefore, the service order was cancelled.

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

exchange; we will need to continue with repairs if service is still needed. We

sincerely apologize for any inconvenience Mr. And Mrs. [redacted] experienced as a

result of the service delay and we will mail out a $50 gift card as a gesture

of goodwill.

If we may be of further

assistance, Mrs. [redacted] may contact us at [redacted]

Review: We were searching for a gas range, and had trouble finding one in stainless steel that wasn'tdented or badly scratched outside or with deep gouges inside. We told the salesman about this,and he never mentioned that if we had the same problem at their store we would be charged a 15%restocking fee. We ordered the same model of range, and checked out three units only to findscratches, and on the third unit we felt pushed into accepting it. When I went to wipe out theinterior I found deep scratches that could rust when using the steam clean mode. I sent photosto Corporate, but it is hard to take clear photos and email them. They told me it looked to beonly cosmetic. I talked with [redacted], and [redacted] too only to be told I had tokeep it or pay the extra fee to return it. They didn't even send someone out to check the damageso they could see it was NOT just cosmetic. A customer should not have to pay to restock a product that is defective. Even their warranty and service departments told me it would rust.At one point a [redacted] told me the interior could be replaced, but the warranty department saidthat was not true. I knew I would have to lose the installation fee of $69.99, but I don't thinkI owed the restock fee of $129.00 for damaged goods. Thank you.Desired Settlement: All I ever wanted was to get back the restocking fee which was charged to me for a productthat was defective, and could not be repaired. They would not exchange it for that samemodel range, and they still would have charged to exchange the unit. We believe the wronglycharged fee of $129.00 should be refunded to us. Thank you.

Business

Response:

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

Our records show on */16/14, [redacted] purchased a ** gas range with a

36-month Repair Service Agreement Plan. [redacted] requested delivery on */2/14 and signed her delivery ticket acknowledging she received her range in

good condition.

We received [redacted]’s complaint and found she contacted

our Customer Helpdesk department stating the range was delivered with deep

scratches on the inside of the unit. [redacted] was asked to provide

photos of the reported damages; based on the photos provided it was determined

the reported damages was a cosmetic which is not covered by the manufacturer’s

warranty or the Repair Service Agreement Plan. [redacted] expressed her

dissatisfaction with the range and requested to return the unit. [redacted]

was advised that she could return or exchange her range within 30-days with a

15% restocking fee. Our records show as of */22/14, [redacted] elected

to return her range with a Return/Exchange fee and received a credit in the

amount of $1179.18 to her [redacted] Card use to make the purchase.

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

refund the Return/Exchange fee of $129.00; the range was received in good order

with no reported damages on the delivery ticket.

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

us at [redacted].

Sincerely,