Conn's Home Plus

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint regarding a purchase made under the name Herbert [redacted].  Our records show on 9/06/16, Mr. [redacted] purchased a Samsung high-efficiency washer and front load electric dryer with a 24-month Repair Service Agreement and...

(2) Samsung pedestals.  Mr. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase.  He also signed his invoice acknowledging that was given a copy of the Repair Service Agreement brochure and that he understood the coverage associated with the covered product(s).  Mr. [redacted] elected to have his items delivered; which was completed on 9/08/16. After researching Mr. [redacted]’s complaint we found the delivery team confirmed Mr. [redacted]’s dryer had failed within 24 hours.  An exchange request was submitted however, there was a delay processing the request.  Mr. [redacted] was informed on 9/14/16 that his exchange had been approved and his new dryer was delivered and received on9/16/16in good order.  We sincerely apologize to Mr. & Mrs. [redacted] for any inconvenience that was experienced during this process.   If we may be of further assistance, Mr. & 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.  
I immediately contacted the store where I purchased the items the day the console was delivered they do not have my signature on that piece because I knew it was damaged and never would have signed it was delivered in a personelized vehicle unprotected dropped in door way and the man left instantly. I was on the phone with sales rep while he was still in my drive way. I have contacted them fo months starting the day of delievery. When they originally set the repair person to come out randy I believe he said both pieces were to be fixed so why all of a sudden after 5 canceled repair dates they r lie in and saying only dining table is beyond me. But I have called conns store, corporate, csr, and delivery people a total of over 20 times since jan. I do not want touch ups I want new like I ordered. I see they also did not include the signed forms when I bought console that clearly states ZERO damages to floor model I bought signed by myself and store manager. 5 months and they broke contract they did not deliver what I am paying for and they have not done any where near enough in 5 months to correct their errors. 5 missed appointments and 5 months later I am still stuck with damaged pieces also a sales rep came to my home to have me resign paperwork for loan a few days after deliver and he was shown damages in person and he agreed that they needed fixed and gave me corporate number as well as delivery number again to call. I do not want repairs I want undamaged items that I paid for or a full refund for every single item ony order. U breached the contract not me. And I have witnesses of the deliveries and the calls I made that day within minutes of the console being delivered
Regards,

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on 11/23/12, Mr. [redacted] purchased a 55” [redacted] TV and elected to purchase a 24-month Repair Service Agreement with Accidental Damage which was financed through [redacted]. At the time of...

purchase Mr. [redacted] signed his contract with [redacted] acknowledging he was aware of the purchase and agreed to their terms. We show on 1/13/15, Mr. [redacted] television was approved for an exchange and he elected a 55” [redacted] 4K [redacted] TV and purchased an additional 37-RSA with Accidental Damage Plan which was again financed through [redacted]. We researched Mr. [redacted]’s complaint but were unable to find that he has attempted to contact us regarding the cancellation of his warranty since his product was purchased. However; we show Mr. [redacted] did contacted us via social media on 7/8/16 stating he submitted a property insurance claim due to theft and wanted to check on the status. Mr. [redacted] was advised that his television was financed through [redacted] and not on a Conn’s Retail Installment Contract. Therefore, his television is not covered under Conn’s Property Insurance. Mr. [redacted] was made aware that the warranty he purchased only covers repairs or replacement of the product due to functioning failures however; theft is not covered. At this time we are unable to honor Mr. [redacted]’s request; his television wasfinanced through [redacted] and NOT on a Conn’s Retail Installment Contract which offers property insurance on the financed items. Mr. [redacted] may contact his home owner or renter’s insurance provider for further assistance. Mr. [redacted] may cancel his warranty at any time by completing and returning that attached cancellation request. If we may be of further assistance, Mr. [redacted] may contact us at 1-866-765-1513. Kind Regards,Dyeisha [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.  
This exchange will consume my additional warranty purchased and the item was deemed non-repairable while it was still under manufacturers warranty. Conn's did not provide [redacted] with the needed information to approve the exchange. Accepting this exchange will consume an additional warranty I purchased. I will not consume my warranty due to their negligence in handling the requests from [redacted] to their technician. [redacted] was in direct contact with the technician and he did not provide their requests. He showed me the emails at his last visit. They never once forwarded the emails to me for me to handle it, which I would have gladly done had they forwarded me the information. They have my email address on file. Also, at that exchange value, I cannot get a comparable product without coming out of pocket. At 1297.88, I will still have to spend more money to get a 65" 4k television (which is what I have) after taxes. I will accept this exchange if they refund my warranty. I will not consume my warranty for their failure to work with the manufacturer. I would take the offer if they were to extend my warranty as well, but after this 9 month nightmare, I do not want to have to deal with them in the future.I have spent countless hours dealing with customer service to no resolve. I have gone into the local store. It took filing this complaint and going into the local store to get any sort of action. This is simply not how good business is done.
Regards,
[redacted]

Thank you again for the opportunity to address Mrs. [redacted]'s concerns regarding her account. We have provided the information requested to prove her insurance was refunded to her account.  Mrs.  [redacted] has also stated concerns about a table that was in the add, but not in stock.  Mrs. [redacted] chose another table to purchase and signed the retail installment contract for the table she purchased.    Thank you, Cheryle S[redacted]

Thank you for the opportunity to respond to [redacted] complaint. Our record show on 6/22/16, [redacted] purchased the [redacted] Reclining sofa and loveseat and elected to purchase a 36-month FurnitureGard Plan. [redacted] furniture was delivered and signed acknowledging the items were...

received in good order on 7/8/16. We confirmed with the sales representative and delivery team that the furniture [redacted] received is the same model she elected to purchase in the store. We have verified with our merchandiser as well as the manufacturer that different lighting may change the color variations in the product. However; this is not a manufacturer’s defect and does not warrant a return or exchange. We spoke to the store manager who stated he contacted [redacted] and offered to exchange the furniture for the model on the showroom floor at a discounted price since she stated that was her color preference however; she declined the offer. We have attached several photos (inside customer home, inside store and outside store) of the same furniture [redacted] purchased to provide an example of how different lighting may alter the appearance of the product. At this time we are unable to honor [redacted] request for a return or exchange; the furniture she received is the same model elected at the time of purchase. If we may be of further assistance, [redacted] may contact us at 1-866-765-1513 Kind regards, Dyeisha [redacted]Customer Relations

Thank you for the opportunity to respond to Ms. [redacted]’s concerns regarding account [redacted].  Ms. [redacted] stated she would like a copy of her payment history that reflects the late payments on the accounts.    According to our records, Ms. [redacted] signed a 30-month retail...

installment contract on October 23, 2015.  She agreed to have her minimum monthly payment due on the 23rd of each month.  We have attached a copy of Ms. [redacted]’s payment history that reflects the late fees for the past due payments.    Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention. Thank you, Cheryle [redacted]

Thank you again for the opportunity to respond to Mr. [redacted]'s concerns regarding collection calls.Again, we have no record of calling the telephone number Mr. [redacted] provided.  If he would like to provide an additional number we will be happy to research his concerns further.  Mr. [redacted] may also contact his telephone service provider to see if there is an additional number being forwarded to the number provided.   Thank you, Cheryle [redacted]

Thank
you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on
2/7/15, Mr. [redacted] purchased a [redacted] King mattress and received two free
box...

springs with his qualifying purchase. Mr. [redacted]’s elected to have his
products delivered on 2/8/15; Mr. [redacted] signed his delivery ticket and
inspection sheet acknowledging he received his products in good order.
After
further review and research of Mr. [redacted]’s complaint, we found at the time of
purchase Conn’s had a promotional offer to either receive a free HDTV or free
delivery on all furniture set purchases over $1999.99; promotions may not be
combined. Mr. [redacted] elected to have his products delivered therefore he was
unable to also receive the free television with his purchase.
Although
Conn’s has a No Return or Exchange Policy on mattresses, Serta offers consumers
120-day Comfort Guarantee In Home Trial. As stated in the Serta Comfort
Guarantee Policy: Once your iComfort Sleep System is delivered and
set up in your home, sleep on it for a minimum of 30 nights to adjust to a new
level of comfort and support.  If you are not completely satisfied after
the first 30 nights, contact your Serta retailer to discuss your options. *Policies set by local retailer. See store for
details. Excludes delivery and set up fees. Offer does not apply to
Serta® Motion Perfect® Adjustable Foundations, iComfort Pillows and other
iComfort accessories.
At this time we are unable to honor
Mr. [redacted]’s request to receive a free television because he was able to take
advantage of Conn’s free delivery promotion. If Mr. [redacted] is not satisfied with
his mattress; he may exchange the mattress under the Serta 120-day Comfort Guarantee
once.
If
we may be of further assistance, Mr. [redacted] may contact customer service at
1-877-358-1252.
 
Kind
regards,
 
Dyeisha
W[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding account [redacted].  Mr. [redacted] stated he paid more than he was supposed to pay on the account and he would like a refund.   According to our records, Mr. [redacted] signed a 32-month retail installment...

contract on December 29, 2015.  That contract included our 12-month no-interest financing promotion (“cash-option”).  The total “cash-option” price was $6806.09.  This amount included $6406.03 for the product and $399.36 for property insurance.  Mr. [redacted] paid a total of $3806.09 and his account closed on December 21, 2016.    Conn’s respectfully disagrees that the account was overpaid as Mr. [redacted] paid the total “cash-option” price of $6806.09.  We have included a copy of his payment history for his records.   Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.

[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.  
I appreciate the acknowledgement that it was poor communications on Conn's part and that I will receive a full refund on my deposit (less restocking fee).  I would hope this will be a heads up for salespeople to follow up with their customers and inform them on delivery issues.  Also, when you reach out to customers, don't call their home when you know they work and you have their work no. to call them there.  I have been receiving numerous telephone calls from your District Manager leaving messages on my home phone when I am at work.  If you really wanted to contact me you have all my numbers and could have spoken to me at work.  However, I do appreciate the effort to call.Sincerely,[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on2/21/13, Mr. [redacted]’ purchased a [redacted] washer and dryer and two [redacted] pedestals which come with a 1-year limited manufacturer’s warranty that expired on2/22/14; no additional coverage was purchased with...

Conn’s. Mr. [redacted]’ items were delivered and received in good order on2/22/13; there were no reports regarding any damages at the time of delivery. We researched Mr. [redacted]’ service history and found he has three completed service call with Conn’s dated3/7/13,3/28/13and4/5/13.·3/7/13- Contacted service due to unit shaking. The service technician secured the pedestal to the unit, tested unit and reported working properly; no parts required.·3/28/13- Contacted service stating unit leaking. The technician tighten the hose to repair the unit; no part were required.·4/5/13- Contacted service stating unit still leaking. The technician found lint in the gasket which is causing back up. The technician cleared the lint in the unit to complete repair; no parts were required. At this time we are unable to honor Mrs. [redacted]’s request; we have no records showing that Mr. [redacted] or Mrs. [redacted] has attempted contacted our service department regarding any further repair needs since the unit was last serviced on4/5/13. As of2/22/14, Mr. [redacted] washer is no longer covered under the manufacturer’s warranty. If we may be of further assistance, Mrs. [redacted] may contact us at1-877-765-1513.  Kind regards, Dyeisha [redacted]

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

complaint. Our records show
on 11/9/2014, [redacted] purchased
a HE washer and dryer with us.  No
additional warranty was purchased at that time.  [redacted] did elect the property
insurance coverage, which is covered through [redacted] as stated on her general information page.
 
[redacted] contacted our service department on 3/9/16, stating
her dryer caught on fire and then caught the washer on fire.  [redacted] was informed that her
manufacturer’s warranty had expired and she was provided the number to
[redacted] to file a claim as stated on her general information page.  As a gesture of goodwill Conn’s agreed to
inspect both washer and dryer and waived the diagnostic fee.  Upon inspection on 3/10/16; the
technician found the fire started in the exhaust vent and might have been
caused by lint build up in the wall. 
He checked the unit and there were no signs of a fire in the
dryer.  The technician further
reported the washer and dryer could be repaired.  The dryer needs a fuse and fuse holder
and the washer needed a new drain hose and retainer clip. The inspection
report and pictures were sent to [redacted] on 3/16/16; after the claim forms
were received.   
 
Although [redacted] did not approve to replace the items our
records show as of 3/28/16; they have approved the repairs.  The parts are being ordered; once
received a technician will contact [redacted] with an appointment date to
complete the repairs.  Conn's does not determine if or how a claim will be fulfilled.
 
For questions regarding [redacted] coverage [redacted] will need to
contact [redacted] directly at [redacted]




 







Kind regards,
 
Kathryn J[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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  As I stated before this will be an "unresolved issue" between me and Conn's. I do not want to have any dealings with a company whose policies for a refinance does not make sense and is not reasonable to a consumer. I  will be closing the account out early in [redacted] 2015 so I will no longer have to do business with this company again.

Thank you for the opportunity to respond to Mr. [redacted]
concerns regarding his account. 
Mr. [redacted] stated he would like us to reinstate his cash
option and close the account.
 
According to our records, Mr. [redacted] signed a 18-month
retail installment contract on [redacted]...

[redacted]  That contract also included a 6-month no interest financing
promotion.
 
As of [redacted], the cash-option will be reinstated and the
account will be closed.  Please allow 7-10 business days for the account maintenance to be
completed and the account to close.
 
We vale Mr. [redacted] as a customer and sincerely apologize for
any inconvenience he has experienced due to this matter.

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding account
[redacted]2330.  Ms. [redacted] stated she
overpaid her account by $214.00 and has not received her refund. 
According to
our records, Ms. [redacted] submitted a payment in the amount of $1047.00...

on
November 17, 2015.  The payment was
credited to account [redacted]2331.  This
brought account [redacted]2331 to a zero balance and the remaining amount of $608.67
was transferred to account [redacted]2330 on November 27, 2015.  This credit overpaid account [redacted]2330 by
$214.86. 
A refund in
the amount of $214.86 was processed on December 11, 2015.  We ask that Ms. [redacted] please allow 10-14
business days for processing.  If Ms.
[redacted] has not received her refund check on or before January 4, 2015, we ask
that she contact our customer service department at 877-358-1252 so we may
track the refund check. 
We value Ms.
[redacted] as a customer and appreciate her for bringing her concerns to our
attention.  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.  
[Provide details of why you are not satisfied with this resolution.]We did come to a mutual agreement, I picked out a different couch and chair since even though it was on the floor there was no time on when it would be available.  So I picked out a different couch which showed to have four in stock.  This was friday morning the 22nd working with Kyeisha.  They were generous and gave me the promotional tv and delivery plus 15% off.  I received two calls that night letting me know the delivery time window just like the other three times.  It was for the next day saturday between 2 to 5 p.m.  Around 4:45 no delivery I called the number provided and was informed the order had been cancelled again.  I asked why I at least didnt get a call informing me of this,  She said I should have that it was common policy.   This being my fourth time no call no show I doubt that.  I then asked why it was cancelled she had to ask the supervisor who cancelled it because her computer still showed 4 couches in stock like the salesman had seen.   Apparentley they could not be located, was a crap way of doing business to say the least and putting it as delicately as possible.  Still waiting  a settlement of mutual parties turned out to cost me my saturday waiting at the house again.  Sincerely [redacted]
Regards,

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. Thank you Revdex.com.

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.  
The company seems to think that having a policy justifies treating customers as they treated me.  Both laptops I received from Conn's had the same problem -- a keyboard to which the cursor would not respond without repeated clicking of the touchpad.  I was not willing to have a new machine repaired, and thus the company charged me to return a malfunctioning computer, twice.  I would hope the Revdex.com would note that this company is asking cusotmers to pay a "restocking fee" for defective devices, a practice that is surely unfair to customers.
Regards,

I spoke with Conn's on 11/22/16 "Akon" and advised him that the wrinkle cycle was still not working and when service technician Mark [redacted] came out on 11/21/16 he put a new panel on the dryer and when I asked him was the wrinkle cycle fixed he said is that was what I was suppose to fix, you don't know how many calls I have had since I last came out.  He left.  "Akon" manager at the Gessner store called me back and said he has requested a service person to come out on 12/01/16 and he assured me that it would not be Mark [redacted].  I took today off (3rd time I took a day off for this issue) and received a call from Mark [redacted] stating that it was nothing he could do with the dryer, I need to call [redacted].  I called conn's and was referred to 1 8773581252 and spoke to Sidney in customer service, I asked for a Manager she put me on hold and I was disconnected.This is the 3rd complaint and the 3rd day I have taken off work.  My dryer has not worked properly since 10/31/16 and I have not missed any payments.  I am requesting a new dryer.hank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on July 27, 2016, Mrs. [redacted] purchased a [redacted] washer and dryer and elected to purchase a 48-month Repair Service Agreement. We show Mrs. [redacted] items were delivered and received in good order on July 28, 2016. We researched Mrs. [redacted]’s service history and found she contacted our service department on  October 31, 2016 stating the wrinkle cycle on her dryer leaves her clothes wet. A service appointment was scheduled for November 3, 2016; during the appointment the technician found parts were needed to complete the repairs. Our records show the part s arrived on November 8, 2016 and Mrs. [redacted] was contacted to schedule repair but we were unable to reach her at the time.  Mrs. [redacted] called back on November 14, 2016 and we confirmed her appointment for November 16, 2016.  Once the technician has installed the new parts we can determine what further actions may be required. Although Mrs. [redacted]’s dryer does not meet the qualifications for an exchange at this time, we will continue with any covered repair needs. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513.  Kind regards, Dyeisha [redacted]