Conn's Home Plus

mso-fareast-font-family:"Times New Roman"">Thank you for the opportunity to
respond to [redacted]’ complaint regarding a purchase made under [redacted].  Our records show [redacted],
[redacted] purchased a ** gas range with installation.  [redacted]’
range was sold as a floor model/manager’s special item priced at a discounted
rate.  After researching [redacted]’ complaint we found she received a
$[redacted] concession to her Conn’s account due to delivery delay.  We show
[redacted] received delivery on [redacted];
however the installation could not be completed due to there was no shutoff
valve for the stove.  [redacted] was advised that she would need to
contact her local gas company to fix the valve before installation could be
completed.  Our records show [redacted].  [redacted] has been refunded the
installation charge of $[redacted] to her [redacted].  At this time we are
unable to honor [redacted]’ request to return her range; as listed on her
invoice the range was sold as is and no additional credit is owed. 
 
 
If we may be of further
assistance, [redacted] may contact our Customer Service Department at [redacted].


 
Sincerely,
 
[redacted]








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Thank you for the opportunity to respond to Mrs. [redacted]’s concerns regarding account [redacted].  Mrs. [redacted] stated   she would like her “cash-option” reinstated.    According to our records, Mrs. [redacted] signed a 24-month retail installment contract on...

September 5, 2015. That contract included our 12-month no-interest financing promotion (“cash-option”).  Per the terms of the “cash-option,” the “cash-option” is void if the required monthly payment is not paid within 10 days of each month’s due date or the unpaid portion of the total cash option price is not paid within 10 days of the “cash-option” expiration date of September 5, 2016.  We have attached copies of Mrs. [redacted] signed retail installment contract, signed “cash-option” acknowledgment page and payment history for her records.   Conn’s is unable to reinstate Mrs. [redacted]’s “cash-option” due to payments not being made timely one the account and the unpaid portion of the total “cash-option” was not paid by the expiration date.    Mrs. [redacted] also stated she requested a due date change in August 2016.  According to our records, Mrs. [redacted]’s husband contacted us on September 15, 2016.  The agent offered a goodwill due date change at that time.  She informed him that the account would need to be current in order to process the request.  On September 29, 2016 Mrs. [redacted] had us submit the due date change request and the due date was changed to the 15th of each month.    Conn’s values Mrs. [redacted] as a customer and appreciates her for bringing her concerns to our attention.   Thank you, Cheryle [redacted]

Thank you for the opportunity to respond to Ms. [redacted]’s concerns regarding account [redacted].  Ms. [redacted] stated she began receiving collection calls for her past due balance.  She believes she is being harassed.    According to our records, Ms. [redacted] signed a 24-month...

retail installment contract on November 9, 2014.  She agreed to have her minimum monthly payment due on the 20th of each month.    When a payment is late, we routinely begin call attempts to the telephone numbers provided on the credit application, as a reminder to ensure payments will be made timely. It is normal practice for our company to begin call attempts to assist consumers from falling behind on their account. Ms. [redacted] may pay on-line, in her local Conn's store, by mail, or over the phone if it is more convenient for her, before the due date. Additionally, if Ms. [redacted]’s pay date has changed, she may benefit from requesting a change of her due date each month. We ask that Ms. [redacted] contact us if she would find this beneficial.     Conn’s respectfully disagrees that it has harassed Ms. [redacted] as we have been unable to reach her regarding the past due balance on her account.  Additionally, Conn’s has no record of collection attempts made on or before the due date.  Although Conn’s would prefer to keep the lines of communication open, we have placed a cease communications on the telephone numbers associated with the account.    Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention. Thank you,Cheryle [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments.  As mentioned in Mrs. [redacted] original response; Conn’s agreed to issue a in-store credit for $1,779.98 ($899.99 and $879.99) for Mrs. [redacted] to re-select ANY item(s) in the store up to the original amount ($899.99 and $879.99). After researching Mrs. [redacted]’s complaint we found that we were contacted on4/11/17; Mrs. [redacted] indicated that she wanted to purchase a bunk bed set.  Mrs. [redacted] was informed that the exchange was approved for ANY two items up to the amount she paid.  Mrs. [redacted] was made aware that if she wanted to purchase an entire bunk bed set that a new invoice would need to be created.  Again, Mrs. [redacted] does have the option to re-select up to the amount she paid.  If additional items and warranty coverage is needed; Mrs. [redacted] is responsible to pay the difference.  If we may be of further assistance, Mr. and Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards, Jana [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  We researched Mrs. [redacted]’s complaint and found her issue has been addressed.  Mrs. [redacted]’s information was forwarded to upper management; after reviewing her service history we able to determine her [redacted]...

laundry stack pair was defective.  On 8/25/16, an exchange was submitted and approved for Mrs. [redacted] to have her unit replaced.  Mrs. [redacted] is currently in the schedule for Friday (8/26/16) to have her new unit delivered.  Again, we sincerely apologize to Mrs. [redacted] for any inconvenience she experienced during this process.  If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards,  Jana [redacted]Customer Relations

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.  Still waiting for negative mark to be removed from credit report.  
Regards,

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

[redacted] purchased a [redacted] recliner with a limited 1-year
manufacturer warranty.  [redacted]. [redacted] elected to have her recliner
delivered; on [redacted]. [redacted]
signed acknowledging her recliner was received in good order.
We received [redacted]. [redacted]’ complaint and found
she contacted our service department on[redacted];
stating the recliner was not staying closed and hard to open.  We
attempted to contact [redacted]. [redacted] on [redacted], [redacted], and [redacted] to
schedule an appointment, but due to no response her service order was cancelled
on [redacted].  On [redacted], [redacted]. [redacted]’ service ticket was
re-opened.  [redacted]. [redacted] was scheduled for service on [redacted].  During [redacted]. [redacted]’ inspection;
the serviceman found the recliner mechanism bent and no longer locking into
place.  The part was ordered on [redacted] and
some parts became available on [redacted]. 
[redacted]. [redacted] was scheduled for service on [redacted];
the serviceman removed and secured side arms, installed new pull release, and
found [redacted]. [redacted] did not receive the replacement mechanism.  On [redacted], another mechanism was re-ordered and
scheduled to be delivered 7-10 business days.  Once [redacted]. [redacted] receives
the mechanism we ask that she contact our service department at [redacted] to schedule an appointment
to complete repairs.    Our records do not indicate there
is a known defect with the [redacted] recliner.  The problem [redacted]. [redacted] is having is common
with use and the manufacturer warranties the mechanism for “lifetime” meaning
normal, useful like as determined by the manufacturer.   Therefore, we are unable to honor [redacted].
[redacted]’ request for an exchange at this time. 
If we may be of further assistance, [redacted].
[redacted] may contact Customer Service at [redacted].
Kind regards,
 
[redacted]

Thank you for
the opportunity to respond to [redacted] concerns regarding account
#[redacted].  [redacted] stated he paid
off his account with Conn’s in September 2014; however the account is still
opened.
 
According to
our records, [redacted] requested a payoff...

quote on September 26, 2014.  The payoff quote [redacted] received
stated the payoff amount was $1613.67 and that payoff quote was good for ten
days from the date received.  Conn’s did
not receive the payment for the account until October 14, 2014.  Since the payment was received more than ten
days after the payoff quote was given, additional charges were assessed on the
account which left [redacted] with an outstanding balance.
 
As of June 22,
2015 the current payoff amount on the account is $84.13; however, as a one-time
offer and a goodwill gesture, we will concession the account the remaining
balance and close the account. 
 
[redacted]
will receive a close-out letter within 30-days of the account closing. 
 
We value [redacted] as a customer and appreciate him bringing his concerns to our
attention.  Thank you,Cheryle S[redacted]

Thank you again for the opportunity to respond to Mr. [redacted]'s concerns.  Again, As of August 12, 2016 [redacted] has not received the requested information.  Mr. [redacted] will need to contact [redacted] to discuss the his concerns further.    Thank you, Cheryle S[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.   This is in regards to my case # [redacted]Conns again has screwed up my service scheduled for today [redacted], Once again I was left waiting for someone to call and come fix my messed up furniture!!!! The lady at the service department that called me last week told me they would have someone come out and fix my furniture on [redacted] and that the technicians would call me to set a time. We have waited all day for this tech to come to my house its 3:35 pm my time and NO ONE has called so I called Conns service department and spoke to [redacted]. He said he sees that on his side and he would call to see what the holdup is, he came back on the phone and said he spoke to [redacted] at the Headquarters and that they messed up the service is not until [redacted]. That they don’t know why they keep messing up with my service dates….. Really AGAIN waiting at home for no one to show up!!! Please just have Conns come by and pick up their furniture I am done with this incompetent furniture store… I have been sitting at home waiting for the service tech to come by because I was told Monday [redacted] 9th and this the wrong date AGAIN… Waste of day just waiting for nothing…Please I am done being nice I want nothing to do with this store and their piece of crap furniture they sell…..
Regards,

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint. Our records show on10/18/15, Mrs. [redacted] purchased the [redacted] living room furniture which consists of three pieces (sofa, loveseat and recliner chair) and elected to purchase a 36-month FurnitureGard Plan. After...

further review of Mrs. [redacted]’ service needs regarding her recliner chair, Conn’s has agreed to issues an in-store credit for up to $629 to re-select a different item due to the unit being deemed uneconomical to be repaired. Mrs. [redacted] may visit her nearest Conn’s to initiate her approved exchange. We sincerely apologize for any inconvenience Mrs. [redacted] may have experienced as a result of the delay. If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-125  Kind regards, Dyeisha [redacted]

Thank you for the opportunity to
respond to [redacted] complaint. Our records show on 3/3/15, [redacted]
purchased the [redacted] bedroom furniture which consists...

of three
pieces (headboard, footboard and rails) and elected to purchase a 48-month
FurnitureGard Plan on all pieces.
We researched [redacted] complaint
and found she contacted our service department on 7/1/15 stating her rails fell
apart. We show the service provider attempted to contact [redacted] on 7/3/15
to schedule an appointment but was unsuccessful and could not leave a voice
message on the primary contact number due to the mailbox was full however; they
were able to leave a voice message on an alternate number. We show the service
provider attempted to contact [redacted] again on 7/6/15 but was unsuccessful
and could not leave a voice message. [redacted] later contacted the service
department on 7/6/15 and was provided the first available service appointment
for 8/2/15 but she refused to schedule a date. [redacted] was advised that if a
sooner date becomes available she would be contacted. Our records show the
service provider contacted [redacted] on 7/9/15 and 7/11/15 in attempts to
schedule an appointment for a sooner date but was unsuccessful in their attempt
therefore; the service order was cancelled.
We attempted to contact [redacted]
on 8/10/15 and 8/12/15 to discuss her concerns but were unsuccessful and left a
voice message to return our call. Although we are unable to honor [redacted]
request, Conn’s has agreed to exchange [redacted] rail under the Terms and
Conditions of the FurnitureGard Plan in attempts to resolve this matter. [redacted] may contact her local Conn’s to initiate the exchange. 
If we may be of further assistance,
[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.  While this is some true with a few details left out.  This dishwasher has not worked since we received it on December 14, 2014.  The first call for service was in December and due to the holidays they could not come out until January.  My cabinet was not concaved but the top of the dishwasher was concaved and the repairman pushed on the top to try to get the door latch to close.   And the same part has been replace 5 times and now we are scheduled for a 6th repair, the issue isn't with this same part being replace but with the dishwasher being a lemon.  I would think even without the extended service agreement Conns would replace a dishwasher that they sold us that has NEVER worked more than one cycle after the repairmen leave.   I honestly believe this is a 'lemon' dishwasher and Texas has laws against selling appliance.  I hope to work Conns on a solution. 
Regards,
[redacted]

[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.]
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.   For the record there is the one accusation that I still disagree with in Conn's response to Revdex.com is that there was "liquid damage". I've been working with computers since early 1980's (data input & technical), so I know better than to have any liquid near anything electronic, especially computers.
I want to thank you for your assistance in this matter
Sincerely,
[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  Our records show onOctober 2, 2016, Mrs. [redacted] purchased a [redacted] firm mattress with a 36-month Furnituregard Plan and a Tempurpedic [redacted] plus queen adjustable base with a 36-month Furnituregard...

Plan.  Mrs. [redacted] signed her invoice which provides a detailed list and price of the items she elected to purchase.  Mrs. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase which states:No Returns/Exchange on – Furniture, mattresses,décor & accessories unless inspected by a Conn's Service Technician and found to have a manufacturer's defect **Mrs. [redacted] elected to have her items delivered; which was completed onOctober 5, 2016.  Mrs. [redacted]’s delivery receipt was signed acknowledging that her items were received in good order.   We researched Mrs. [redacted]’s complaint and found she contacted us the day after receiving delivery October 6, 2016; stating the wrong base was received.  Mrs. [redacted] stated that she was expecting to receive an adjustable base with the massage option; however a regular adjustable base was delivered.  After further review we show Mrs. [redacted] was later contacted by her local Conn’s and offered the option to exchange the base for the base with the massage feature but she would need to pay the difference.  As a gesture of goodwill Mrs. [redacted] was offered a $100.00 gift card to use towards the purchase of a new adjustable base; however Mrs. [redacted] declined our offer and stated that the adjustable base she wanted was an additional $600.00 and she did not want to pay the difference.    Although we are unable to honor Mrs. [redacted] request to exchange the adjustable base at no additional charge; Conn’s is willing to extend the offer to exchange her base and provide a $100.00 gift card.   In regard, to Mrs. [redacted]’s statement about her mattress not being comfortable.  Although Conn’s has a No Return & Exchange Policy on mattresses; the mattress Mrs. [redacted]’s purchased qualifies for Sealy 120-Day Comfort Guarantee which will allow her the option to a one time exchange.  Mrs. [redacted] may visit her local Conn’s to re-select a new mattress and exchange the adjustable base that was delivered if she desires.    If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at1-877-358-1252.      Kind regards,     Jana A[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,I refuse to accept the fact that you are allowing your employees to tell customers one thing and do another. I see that there is no good ending to this problem. I will be making sure we never shop at your store again and my friends and family will also be avoiding Conns also. I am very sad for your business that you treat customers one way, tell them something and do another.  I refuse to be a part of this nonsense.  I will be filing a complaint with the company also. I know nothing will be done, as evidenced by this conversation, but I promise I will never shop at Conns again.

Thank you for the opportunity to respond Ms. [redacted]’s concerns regarding account [redacted]. Ms. [redacted] stated she was offered a match pay program and it was not honored.    According to our records, Ms. [redacted] signed a 30-month retail installment contract on August 23, 2014. She agreed...

to have her minimum monthly payment due on the 23rd of each month.  On December 8, 2016, we contacted Ms. [redacted] and offered her a program to help assist her in bringing her account current.    Conn’s is in the process of honoring that agreement.  We ask that Ms. [redacted] please allow 10-14 business days for the concession to be applied to her account.   Conn’s sincerely apologies for any inconvenience Ms. [redacted] has experienced due to this matter.

Thank you for the opportunity to respond to [redacted] concerns regarding accounts [redacted] and [redacted]  [redacted] stated her payment in the amount of $682.43 was pending with her bank and had not posted.  She stated she would like to pay the accounts with no-interest.  ...

According to our records, on November 1, 2016, [redacted] scheduled a payment in the amount of $682.43 on account [redacted].  This payment brought the account to a zero balance and [redacted] was not charged interest on the account per the terms of her no-interest financing promotion.  On October 26, 2016, [redacted] scheduled a payment in the amount of $1350.77 on account [redacted]  This payment brought the account to a zero balance and [redacted] was not charged interested on the account per the terms of her no-interest financing promotion.    We have included copies of [redacted] payment histories for her records.    Con’s values [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 to **. [redacted]’s complaint. Our records show on [redacted], **. [redacted] purchased the [redacted] Furniture [redacted] Dark Brown living room set which consist of four pieces (sofa, loveseat, chair and ottoman all with a 48-month FurnitureGard Plan. **. [redacted] signed his...

delivery ticket acknowledging all items were received in good order on [redacted]. We reviewed **. [redacted]’s complaint and found he contacted our service department on [redacted] stating all four furniture pieces were sinking. A service appointment was scheduled on [redacted]; during inspection the serviceman was unable to find any defects in the workmanship on all furniture pieces and reported each item was up to the manufacturer’s specifications. At this time we are unable to honor **. [redacted]’s request for an exchange; based on the serviceman’s report **. [redacted]’s furniture set does not meet the qualifications for an exchange under the Terms and Conditions of the manufacturer’s warranty or the FurnitureGard Plan. If we may be of further assistance, **. [redacted] may contact Customer Service at [redacted].   Kind regards, [redacted]Customer Relations[redacted]

Thank
you for the opportunity to respond to Mrs. [redacted]’s complaint regarding a
purchase under the name [redacted]. Our records show on 12/28/14, Mr.
[redacted]...

purchased a LG High Efficiency washer and dryer both with a 24-month
Repair Service Agreement and two LG pedestals. Mr. [redacted] signed his invoice
and contract acknowledging he was aware of all merchandise and prices listed at
the time of purchase. We show Mr. [redacted] picked up his products the
following day, 12/29/14 from Conn’s located in Chandler, AZ.
 
After further researching Mrs. [redacted]’s compliant, we found Conn’s
did have a promotional offer to receive two free pedestals with the purchase of
a select washer and dryer pair and receive free next day delivery (where
offered). However, the washer and dryer Mr. [redacted]’s elected did not meet
the qualification to receive two free pedestals. Mr. [redacted]’s purchase did qualify
for free next day delivery however; Conn’s delivery team schedules appointments
based on availability and we were unable to scheduled Mr. [redacted]’s
appointment the following day therefore he elected the option to pickup his
merchandise.
 
At this time we are unable to honor Mrs. [redacted]’s request; Mr.
[redacted]’s contract he received at the time of purchase provides details
regarding all items purchased, his monthly payments and the due date for each
payment. 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 [redacted].
 
 
 
Kind
regards,
 
Dyeisha
[redacted]