Conn's Home Plus

Thank you
for the opportunity to respond to [redacted] additional comments.  Conn’s has honored our previous agreement to
[redacted] through the Revdex.com.  As
previously stated we processed and mailed two $100.00 gift cards to [redacted].
[redacted]’ residence; the tracking number for the gift cards is
[redacted]. Although we were unable to confirm if [redacted] was
offered $300.00 in gift cards; Conn’s submitted another $100.00 gift card on
1/19/15 which was mailed to her residence; the tracking number
[redacted].  USPS online
tracking shows both a notice was left to pick up both envelopes.  [redacted] will need to contact her local
post office to sign for the certified mail. 
 
At this time
we are unable to honor [redacted] request to further defer her monthly payments.
As listed on the contract she signed at the time of purchase her first payment was
due on 12/01/14; any payments received more than 30-days after the due is may
be subject to negative activities being reported to the credit bureau.
 
If we may be
of further assistance, [redacted] may contact us at 1-877-358-1252.
 
 
 
Sincerely,
 
[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  I have received the check for 96$ but the account has not had the cash option reinstated so that I can settle this out. I just spoke to customer service and was told it has not been done yet. Spoke with them last Wednesday and also Monday the 30th. This has been dragging out for too long and I need someone to actually fix the problem. 
Regards,

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding a pre-approval
letter she has received.  Ms. [redacted]
stated she has received a pre-approval letter for her minor child and would
like the pre-approvals to cease. 
We have
removed Ms. [redacted]’s...

address from our mailing system; however, Ms. [redacted]
will need to follow the OPT-OUT instructions listed on the mailer to remove the
information from the three credit bureaus as well. 
We ask that
Ms. [redacted] please disregard any mailings she may receive within the next 30-60
days due to any mailings that was sent out before her request was received. 
We appreciate Ms. [redacted] for bringing her
concerns to our attention and sincerely apologize for any inconvenience she has
experienced due to this matter.  Thank you,Cheryle Simmons

Thank you for the opportunity to respond to [redacted].
[redacted]’s concerns regarding account #[redacted].  [redacted]
stated she made a payment through our web pay but it was not processed which
caused her to lose her no-interest financing.
 
According to our records, [redacted] attempted...

to make
a payment through our online web pay service on December 2,
2014. 
That payment was returned by [redacted]’s financial
institution due to account number not found.  [redacted]
imputed her banking information incorrectly when making her payment through our
web-pay service. 
Due to the error, [redacted]’s cash option on her
account was voided. 
 
As a one-time offer and a goodwill gesture, we
are extending [redacted]’s cash option to allow her the opportunity to pay the
account balance in full this month (June 2015) without interest.
 
If the account balance is not paid in full this month,
June 2015, the
cash-option will be voided and the accrued interest will be added back to the
account.
 
We value [redacted] as a customer and apologize for any
inconvenience she has experienced due to this matter. Thank you,[redacted]

Thank you for
the opportunity to respond [redacted] concerns regarding credit approval
 
[redacted] will
receive a letter in the mail within 30 business days letting him know the
reason his credit application was declined at this time.  Many factors go into a credit decision...

and
are explained in this latter. 
 
If any
additional questions arise, we ask [redacted] to contact Conn’s at the number
provided on that letter. Thank you,[redacted]

Thank you
for the opportunity to respond to [redacted] complaint.  Our records
show on 4/05/14, [redacted] purchased a
[redacted] queen bedroom set which consisted of six pieces...

(headboard,
footboard, dresser, rails, mirror, and nightstand) with a 48-month
Furnituregard Plan on all six pieces; [redacted] also purchased a [redacted] queen mattress with a (limited manufacturer warranty) and a
[redacted] queen box spring with a (limited manufacturer warranty). 
 
After
researching [redacted] dispute we found he contacted our service department
on two separate occasions.
 
·         On 1/16/15 [redacted]
contacted us regarding his bed rails; stating the rails were broken.
  A service call was scheduled for 1/27/15; during the inspection the serviceman found the
rails were damaged and needed to be replaced.  The manufacturer provided
an exchange authorization to replace his rails.  [redacted] exchange
was approved on 2/2/15 he was
issued a credit up to the original amount paid which was $100.00; [redacted]
initiated his exchange and his new rails were delivered on 2/08/15 in good order.
·         On 2/24/15, [redacted] contacted us again on 2/24/15 regarding his dresser and box spring;
stating the dresser track was bent and the box spring was broken.  A
service call was scheduled for 3/03/15 to inspect [redacted] box spring; during
the inspection the serviceman inspected the box spring and found the center
head to toe rail board broken in multiple places and non repairable.  An
exchange request was submitted to the manufacturer for a possible
exchange.  On 3/06/15, an exchange for [redacted] was approved
to replace his box spring; he was issued a credit up to the original amount
paid which was $150.00 to re-select a new box spring.  On 3/17/15, the serviceman inspected [redacted]
and found the dresser had a bent guide rail.  The serviceman ordered the
parts needed to repair [redacted] dresser and he was contacted and informed
the parts would be available within 2-3 weeks. 
 
After reviewing [redacted]  [redacted] dispute we have confirmed his box spring
has been approved for an exchange.  We
attempted to contact [redacted] in regards to his concerns but we were unable
to reach him at the time.  We have scheduled
delivery for Thursday 4/16/15.  If this
is not a good day for [redacted]; he may contact the delivery team to
reschedule the appointment.  Conn’s
delivery can be reached at [redacted]
 
 
If we may be of
further assistance, [redacted] may contact our Customer Service Department at [redacted]Kind regards,[redacted]

Thank
you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on
6/6/15; Mr. [redacted] purchased the [redacted] Magnum Mocha reclining loveseat which
comes with a 1-year limited manufacturer’s warranty; no additional coverage was
purchased with Conn’s.
 
We
researched Mr....

[redacted]’s complaint and found he contacted our service department on
8/3/15 stating springs are coming out of the seat. A service appointment was
scheduled for 8/28/15; during the inspection the serviceman found springs
coming out both seat cushions and found parts were needed to complete repairs.
However; Mr. [redacted]’s refused service and requested an exchange therefore the
service order was cancelled. Mr. [redacted]’s was informed that his loveseat did not
meet the qualification for an exchange and we would need to continue with
service. A new service order was created on 9/15/15 to order the parts required
to complete repairs however; there was a delay receiving the parts from the
manufacturer. Mr. [redacted] was contacted on 10/29/15 and advised that due to the
delay his reclining loveseat would be exchanged.  Our records show Mr. [redacted]’s re-selected the
[redacted] sofa which was delivered and signed as received in good order
on 11/8/15.
 
We
sincerely apologize for any inconvenience Mr. [redacted] experienced during this
process.  If we
may be of further assistance, Mr. [redacted] may contact Customer Service at
1-877-358-1252.
 
Kind regards,
 
Dyeisha [redacted]

Thank you for the opportunity to respond to [redacted] complaint. After further review of [redacted] concerns, Conn’s
has agreed to honor his request to return the...

refrigerator and receive a
refund.  [redacted] will be contacted by
Conn’s delivery team to schedule a date to pickup his refrigerator to return to
Conn’s. Once we receive [redacted] merchandise we will process the credit to
close his account.
 
We appreciate [redacted] for bringing this
matter to our attention and we sincerely apologize for any inconvenience he
experienced.
 
 
If we
may be of further assistance, [redacted] may contact customer service at
[redacted]
 
 
Kind
regards,
 
[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  Our records show on 3/03/16, Mrs. [redacted] purchased a [redacted] 55” LED TV with a 25-month Repair Service Agreement w/Accidental Damage, a [redacted] 75” LED TV with a 49-month Repair Service Agreement w/Accidental Damage, and a...

Milestone XL Full Motion TV Mount.  Mrs. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase which states: A consumer has 30-days from the date the item is received to return or exchange (appliances and electronics) with the required 15% restocking fee.  Our records show Mrs. [redacted] elected to pick up her [redacted] 55” and TV mount from our Arizona location #141 on3/03/16 and 3/04/16. After researching Mrs. [redacted]’s complaint we found at the time of purchase she was advised the [redacted] 75” LED TV was on back order and was expected to arrive within 1-2 weeks.  After further research we found Mrs. [redacted]’s TV became available on 3/22/16.  Once the unit became available; Mrs. [redacted] advised the store she did not have transportation to retrieve the TV.  Mrs. [redacted]'s television was delivered to her residence as a gesture of goodwill.  Mrs. [redacted] received her TV on 3/22/16 in good order.  We sincerely apologize to Mrs. [redacted] for any inconvenience she experienced during this matter.     If we may be of further assistance, Mrs. [redacted] may contact Customer Service Department at 1-877-358-1252. Kind regards, Jana [redacted]

Thank you for the opportunity to
respond to [redacted] complaint. Our records show on 4/26/14, [redacted] purchased the [redacted] living room set which consisted of
four pieces (sofa, loveseat, chair and ottoman) all with a 1-year limited
manufacturer’s warranty. [redacted]...

delivery was scheduled and received in
good order on 5/10/14.
We received [redacted]
complaint and found on 8/13/14; the manufacture approved an exchange only on
[redacted] sofa, loveseat and chair due to the units were deemed
irreparable by serviceman. [redacted] was scheduled and received delivery in
good order for her new sofa, loveseat and chair on 8/18/14. [redacted]
contacted our service department on 11/24/14 stating the seams were coming
apart on the sofa and loveseat. A service appointment was scheduled on
12/20/14; during inspection the serviceman found the arm, center seat cushion
and the cushion core piping was peeling and also the loveseat’s leather was
peeling around the piping. Although no damages were reported on the chair and
ottoman, the serviceman also inspected both units and found the leather was
peeling around the piping. Based on the serviceman’s report, the manufacture
approved to continue with service on the furniture and parts were ordered to
complete repairs on all furniture pieces. Our record show the parts arrived on
1/05/15; we have attempted to contact [redacted] on numerous occasions and
have left voice messages to schedule a repair date but we have been
unsuccessful in our attempts to schedule a repair date.
After further review and research
of [redacted] complaint, Conn’s has agreed to honor her request to
exchange her furniture set with a different brand of her choice. [redacted]
may visit her nearest Conn’s location to imitate the exchange process. We
sincerely apologize for any inconvenience [redacted] experienced during this
process.
 
 
If we may be of
further assistance, [redacted] may contact customer
service at [redacted].
 
 
Sincerely,
 
Dyeisha W[redacted]

Thank you for the opportunity to respond to [redacted] concerns
regarding account #[redacted].   [redacted] stated his account was supposed to
be financed using the 12-month no-interest financing promotion.  
  According to our records, [redacted]
signed a 32-month...

retail installment contract on June 28, 2014.  
Although the product purchased may have qualified for the 12-month no-interest
financing promotion, [redacted] credit did not qualify for the 12-month
no-interest financing promotion.   We are unable to honor [redacted] request
to remove the interest from the account.    
We have attached a copy of [redacted] retail installment
contract for his records.     We value Mr.
Wheelock as a customer and appreciate him bringing his concerns to our
attention.   Thank you,Cheryle S[redacted]

Thank you for the opportunity to
respond to [redacted] complaint.  We researched [redacted] complaint
and found his issue has been addressed and resolved.  We spoke to the
store...

manager at location [redacted] and the warehouse manager who confirmed [redacted]
dishwasher has been installed and functioning properly.  We sincerely
apologize for any inconvenience [redacted] experienced during this process.
 
If we may be of further assistance,
[redacted] may contact our Customer Service Department at [redacted].
 
Kind regards,
 
Jana A[redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [redacted]’ concerns. We have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mr. [redacted] may contact Conn’s regarding questions by...

calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.  Mr. [redacted] has stated in the complaint: 1)       He was told that the chest would be available for delivery within two weeks but still has not received the item; 2)       He has been getting the runaround on when the item will be available; and 3)       He is requesting immediate delivery.     Our investigation reveals that: 1)    Mr. [redacted] was informed the chest was not available for immediate delivery but schedule to arrive from the manufacturer 2)    The sales associate and store manager has remained in contact with Mr. [redacted] regarding product availability; and 3)    The chest is currently scheduled to arrive on 8/3/17; once received we will schedule for immediate delivery.     Our records show on 4/29/17, Mr. [redacted] purchased two [redacted] full bedroom sets which consist of five pieces (headboard, footboard, rails, trundle, nightstand, and chest). Mr. [redacted] was informed that the chest was not available for immediate delivery but was scheduled to arrive from the manufacturer within two weeks. We show all Mr. [redacted] items were delivered and received in good order on 4/30/17 expect for one of the [redacted] chests.   After further researching Mr. [redacted]’ complaint we found the [redacted] chest has been postponed from the manufacturer on four separate occasions. We contacted our merchandising department and were informed that the item is currently scheduled to arrive on 8/3/17.  We have agreed to offer a 20% concession on the chest due to the delay. Once we receive the item, Mr. [redacted] will be contacted to schedule delivery. We sincerely apologize for any inconvenience Mr. [redacted] experienced during this process.   Conn’s values Mr. [redacted] as a customer and appreciates him for bringing this matter to our attention.

Revdex.com:
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.  
Thanks for such a quick response and I look forward to continuing doing business with you all...
[redacted]

Thank you for
the opportunity to respond to Mrs. [redacted] concerns regarding account
#[redacted].  Mrs. [redacted] stated insurance
was added to her contract and she provided proof of insurance. She also stated
we offered her a discount on her product because it was scratched. She also
stated...

she signed a new contract, but it has not been put in place.
 
According to
our records, Mrs. [redacted] signed a 32 month retail installment contract on
February 3, 2015.  Mrs. [redacted] signed a
replacement contract on March 7, 2015 removing the insurance and added the
discount she was to receive; however, the signature on that contract was not
able to be verified. 
 
We have
attempted to contact Mrs. [redacted], but she has not returned our calls.  We will be glad to implement the second
contract; however, Mrs. [redacted] will need to provide a copy of her driver’s
license.  Once that has been received, we
can send her a new contract to sign through our online Docusign system. 
 
We value Mrs.
[redacted] as a customer and appreciate her bringing her concerns to our
attention.  We have provided a copy of
both retail installment contracts as well as the payment history for her
records.  Once we have received a valid
signed contract, and it has been processed, the credit mark Mrs. [redacted] has
received can be removed.  Thank you,[redacted]

Thank you for
the opportunity to respond [redacted]’s concerns regarding account
#[redacted].  [redacted] stated her bank
account was fraudulently accessed four times and added NSF fees to her account.
 
According to
our records, [redacted] scheduled a payment in the amount of...

$112.45 through
our online bill pay system.  That payment
was returned by [redacted]’s financial institution due to NSF.  We only attempted to process the payment on
the date it was submitted. 
 
We have
attached a copy of [redacted]’s payment history for her records.  If [redacted] received further NSF fees, she
will need to discuss her concerns with her financial institution. 
 
We value [redacted] as a customer and appreciate her bringing her concerns to our attention. Thank you,[redacted]

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding account [redacted].  Ms. [redacted] stated she returned her product,
but continues to receive collection calls and she would like the account from
her credit. 
 
According to
our records, Ms. [redacted]...

signed a 32-month retail installment contract on March
2, 2015.  Ms. [redacted] stated the delivery
drivers damaged her property and did not assemble the product correctly.  We have no record of Ms. [redacted] contacting
Conn’s to file a claim or to have the products serviced. 
 
Ms. [redacted]
stated she returned the product.  We have
no record of the items being returned to Conn’s. 
 
We are
obligated to report factual information to the credit bureaus and are unable to
remove the negative credit marks assessed on the account due to payments not
being made timely. 
 
Ms. [redacted]
also had questions regarding Mr. [redacted]’s account.  Although we are unable to address Mr. [redacted]’s
concerns with Mrs. [redacted], we will send Mr. [redacted] a certified letter to the
address on file to answer any questions or concerns he may have.
 
Conn’s values
Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.  Thank you,Cheryle S[redacted]

Thank you for the opportunity to respond Mr. [redacted]’s
complaint. Our records show on 10/18/15, Mrs. [redacted] purchased a LG Top
Load washer and dryer and elected to purchase a 48-month RSA Plan. We show Mrs.
[redacted] items were delivered on 10/21/15 however; there was a defect with
the...

washer which was exchange and re-delivered on 10/28/15.
 
We researched Mrs. [redacted]’s service history and found she has
two completed service calls on her dryer.
·        
11/16/15- Technician assessed dryer and reported the unit is
working to the manufacturer’s specification. The technician removed and
reattached the water dispenser port to ensure water was flowing through the
unit correctly and educated customer on use.
·        
12/7/15- Technician tested dryer and reported unit is working to
manufacturer’s specification and also contacted the manufacturer who confirmed
the dryer’s steam function is working properly. The technician advised the
customer of the operations system in the owner’s manual and how the unit
creates steam through the heat and temperature; not a spray steam.
 
At this time Mr. [redacted]’s dryer does not meet the qualification
for an exchange; the dryer is working up to the manufacturer’s specifications
and no functional failures were found with the unit. Although Mr. [redacted]
has exceeded the time frame to return/exchange his dryer; Conn’s is willing to
extend the option to return or exchange the unit with the required 15%
restocking fee as a gesture of goodwill.
 
If we may be of
further assistance, Mr. [redacted] may contact Customer Service at
1-877-358-1252.
 
Kind regards,
Dyeisha [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
In my requested resolution, I SPECIFICALLY stated that I did NOT want a gift card that could be used only on future purchases. I did not ask for any additional recompense beyond the agreed upon $150.  Furthermore, I requested that that $150 be issued to me in the form of a refund check seeing as how I have been LIED to for 3 months about the concession having been posted to my account.  If it had actually been posted each time I was told it was, I would have very little balance remaining to pay off.  If Conn's wishes to show me a gesture of goodwill and customer service, then a visa or master card gift card would be preferred, as it would allow me to choose where to spend my hard earned income. 
Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  Sent: Monday, January 09, 2017 2:19 PMSubject: Complaint # [redacted]Thank you for response to my email.I read CONNS response to my complaint.  I've explained to them repeatedly that their refrigerator is DEFECTIVE and I wanted to exchange it but they refused.  Their warranty clearly states that I have 30 days to return or exchange my purchase.  I signed a contract for a new and working refrigerator  not a defective one.  What is so hard for them to understand?  They continuously and rudely ignore my request for a new refrigerator.   They simply want to fix it and force me to keep it and pay for it.  If I wanted a defective fridge I would've purchased one.  Regards,