Conn's Home Plus

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on2/7/16, Mrs. [redacted] purchased the [redacted] sofa and loveseat and elected to purchase a 36-month FurnitureGard Plan. We researched Mrs. [redacted] service history and found she contacted...

our service department on two separate occasions regarding repairs to her furniture. After further review of Mrs. [redacted] service needs, Conn’s has agreed to issue an exchange for her sofa and loveseat. Mrs. [redacted] may visit her nearest Conn’s to initiate the exchange. 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]

Thank you again for the opportunity to respond to [redacted]'s concerns regarding account [redacted].  [redacted] stated she purchased the repair service agreement (RSA) because she was told if the product became damaged or stolen that it would be repaired or replaced.[redacted] was notified that the item could not be repaired.  We offered her an exchange on the item up to the purchase price of $429.99.  The RSA is what allowed [redacted] the option to exchange the item.  Conn's no longer sold the specific item and [redacted] opted not to pay the difference for a similar product..  [redacted] received a full credit to her account for the purchase price of $429.99.  The RSA agreement had been fulfilled; therefore that amount is non-refundable.  According to our records, [redacted] contact our customer service department on June 12, 2015 to inquire about the return of the item.  The customer service agent informed [redacted] that the credit would post to her account and the account would close.  Conn's respectfully disagrees that we took her money without her consent.  We have attached a copy of [redacted]'s payment history as documentation that the credit was applied to the account as stated.  We value [redacted] as a customer and appreciate her for bringing her concerns to our attention.   Thank you, Cheryle S[redacted]

Thank you for the
opportunity to respond to Mrs. [redacted]’s complaint Our records show on
11/25/24, Mrs. [redacted] purchased two Catnapper Danbury recliners which both
came with a limited manufacturer’s warranty; no additional coverage was
purchased.
 
We reviewed Mrs.
[redacted]’s service...

history and found she contacted our service department on
four separate occasions regarding her recliners.
·        
On 12/11/14- Mrs.
[redacted] called service stating the handle broke off on one of her recliners
(serial number GS#-[redacted]). During inspection the serviceman found a new handle
was needed to complete repairs. On 1/14/15, we verified Mrs. [redacted] received
the handle and was able to self install.
·        
On 2/13/15- Mrs. [redacted]
called service stating the back keeps going down when in reclining position. A
service appointment was schedule on 3/2/15; the serviceman was able to render
minor repairs by adjusting the rocker base.
·        
On 4/3/15- Mrs. [redacted]
called service stating the handle broke off one on her recliners (serial#
GS#-[redacted]). Mrs. [redacted] was shipped a new handle and was able to self install
to complete repairs.
·        
On 4/20/15- Mrs. [redacted]
called stating the armrest was broken and stitching coming undone. During
inspection the serviceman found one recliner with a broken arm frame and the
other had a bent mechanism. Although only the mechanism qualifies for repairs
under the manufacturer’s T&C’s, as a gesture of goodwill Conn’s has agreed to
repair both recliners. Our records show parts have been ordered and Mrs.
[redacted] is currently scheduled to complete repairs on 6/2/15.
 
At this time Mrs.
[redacted]’s recliners does not meet the qualifications for an exchange however;
we will continue with any repairs that are covered under the Terms and
Conditions of the manufacturer’s warranty.
 
If we may be of further
assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252.
 
 
 Kind regards,
 
[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. As mentioned in our previous response, Mrs. [redacted]’s washer does not meet the qualification for an exchange at this time. An exchange cannot be approved until the unit has been inspected by a technician and deemed non-repairable. Mrs. [redacted] has been informed on several occasions that she would need to contact our service department to schedule an appointment to have her washer re-assessed. Again, the washer must be assessable for the technician to inspect and properly diagnose the repair needs; the unit cannot be in a storage facility. Our customer service manager attempted to contact Mrs. [redacted] on 8/19/16 as requested but was unsuccessful. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513  Kind regards, Dyeisha [redacted]Customer Relations

[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 hate that I had to go to this extreme to contact the Revdex.com in order to get any type of assistance with this.  I do appreciate Revdex.com's help and thank Conn's for exchanging the laptop.

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. We provided a copy of Mrs. [redacted]’s delivery ticket in our previous response. As shown, there was no mention regarding any damages caused by Conn’s delivery team at the time of delivery. However; the delivery team did report that there was no outlet pipeline on the garbage disposal to attach the drain hose during the delivery. Mrs. [redacted] informed the delivery team and the manager that this was pre-existing issue with the unit and she would correct the problem and self install. Again, at this time we are unable to honor Mrs. [redacted]’s request to replace her garbage disposal; there was no reported damages during the delivery. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513.  Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint regarding a purchase made under [redacted].  Our records show on October 17, 2015, Mr. [redacted] purchased a [redacted] queen mattress that came with a limited manufacturer’s warranty and a [redacted] queen...

adjustable base with a 36-month Furnituregard Plan; no additional Furnituregard coverage was purchased on his mattress.  Mr. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase which states:No Returns/Exchanges on -Furniture, mattresses, décor &accessories unless inspected by a Conn’s Service Technician and found to have a manufacturer’s defect ** Mr.[redacted] elected to have his items delivered; which was completed onOctober 18, 2015.   We researched Mrs. [redacted]’s complaint and found Mr. [redacted] contacted us onMay 4, 2016regarding his mattress; stating the unit displayed sagging in the middle.  After reviewing his service history we found an exchange was approved for Mr. [redacted] to replace his mattress; he was issued a credit up to the original amount paid which was $1,374.99 to reselect a new mattress.  As ofSeptember 8, 2016, Mrs. [redacted]’s issue has been escalated with upper manager and we agreed to exchange the mattress and the adjustable base.  We attempted to contact Mr. [redacted] & Mrs. [redacted] onSeptember 8, 2016 regarding their approval; however we were unsuccessful in our attempts.  A credit of $3,074.99 for both mattress and adjustable base has been approved for Mr. [redacted] to reselect.  Mr. [redacted] will need to visit his nearest Conn’s location to reselect and schedule delivery.  We sincerely apologize to Mr. [redacted] & Mrs. [redacted] for any inconvenience that has been experienced during this process.   If we may be of further assistance, Mr. [redacted] & Mrs. [redacted] may contact our Customer Service Department at1-877-358-1252.     Kind regards,     Jana A[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  Our records show on 11/11/15, Mrs. [redacted] purchased a [redacted] a [redacted] plush queen mattress, [redacted] box spring, a [redacted] sofa, and a [redacted] recliner.  Mrs. [redacted]’s signed invoice indicates at the time of purchase she was provided a copy of Conn’s Return & Exchange Policy which states: No Returns/Exchanges on- Furniture, mattresses, décor & accessories unless inspected by a Conn’s Service Technician and found to have a manufacturer’s defect **and that a consumer have 30-days to return or exchange (appliances and electronics) with the required 15% restocking fee.Mrs. [redacted] elected to have her items delivered. We researched Mrs. [redacted]’s complaint and found at the time of delivery Mrs. [redacted] received her TV in good order on 11/12/15; however during delivery it was discovered the sofa and box spring was not available and the mattress and box spring were damaged therefore the units were refused and delivery was rescheduled.  We show Mrs. [redacted] received her new mattress and box spring on 11/13/15 in good order; however it was discovered the sofa and recliner Mrs. [redacted] purchased were out of stock the items were cancelled from her invoice and a credit of $2,251.48 was applied to Mrs. [redacted]’s Conn’s account. In regards to Mrs. [redacted] returning or exchanging her mattress; Conn’s have a No Return/Exchange Policy on mattress.  We also confirmed with our merchandising department who confirmed Mrs. [redacted]’s mattress does not qualify for the [redacted] Comfort Guarantee.  Therefore, we are unable to honor Mrs. [redacted]’s request to return or exchange her mattress.  If we may be of further assistance, Mrs. [redacted] may contact our Customer Service department at 1-877-358-1252 Kind regards,  Jana A[redacted]











2/27/2016






Complaint

A little over a month ago I purchased a couch and chair from conn,s. I was told it would be delivered in three days and that they would call the night before and let me know the 3 hour window so I would be home. I donated my old furniture so I would have room for new furniture. Day before...

delivery got call around 7 P.m. like they said and set a 3 hour time frame for the next day. The day came and passed. I called and was told chair wasnt in so they cancelled order. A week later got email saying wait for call which came around 7 p.m. letting me know the three hour window the next day again. Made my self available and again no show. Called and got same thing chair wasnt in and cancelled the delivery without notification. Then about 8 days later same thing, this would be third time. I wasnt able to have football party at my house because no furniture. They called like before set appointment for sunday 30 minutes after game started. So I called to see if they could narrow the window of delivery so I could still watch game with brother and friends. Again was informed order was cancelled for third time. Again no call only way I found out was calling them. I them contacted corporate and explained situation to them. Nothing came of that I was passed back to management at local store who I already had been communicating with. As a promotion I was offered a tv or free delivery. If I would have known this was their delivery methods I would have took the tv and borrowed a truck. I feel by now I should get the free tv and the delivery of the couch, chair, tv. I paid a deposit of $247.50 which has been taken from my account a month ago. I hope you can help with this matter im a 100 percent disabled veteran and have no living room furniture to sit on.







Desired Resolution

I would like to receive my furniture asap. Not an appointment which has me at the house for 3 hours with no call no show. and receive the promotional t.v. since the delivery has cost me time and anguish.

Consumer Business Dialog

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, April 17, 2017 11:27 AM Subject: RE: You have a New Message from Revdex.com Regarding Complaint #[redacted]They just told me the very thing that I had mentioned in my complaint about when interest will apply on my account.  They told me if payments are made on time interest is only applied to the balanced owed after my 12th payment.  I would like to no what my balance is to this date? In addition to that I want 1person to finish out my account with not customer service. They said my balance is 1033.00 or less

Thank you for the
opportunity to respond to Mrs. G[redacted]’s additional comments. Our records show
Mrs. G[redacted] was contacted on 5/22/15 to discuss her concerns; during the conversation
she informed us that her dryer was working properly and no longer required
service. We sincerely apologize for any inconvenience Mrs. G[redacted] experienced
during this process; as a gesture of goodwill we will mail Mrs. G[redacted] a $50
gift card.
 
If we may be of further
assistance, Mrs. G[redacted] may contact Customer Service at [redacted]
 
 
Kind regards,
 
Dyeisha W[redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns you have regarding account(s) [redacted]. We have a more than 120-year history of quality customer service and satisfaction, and I would not want anything to impair that record. Our contact information is located...

on Mr. [redacted]s retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letter. As a reminder, he may contact Conn’s regarding questions about his purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.     Mr. [redacted] stated in his complaint that: He paid his account balance in full, but the account did not close; and he would like the account closed. Our investigation reveals that: Mr. [redacted] paid his account balance in full on April 27, 2017; and the account is now closed. According to our records, Mr. [redacted] paid his account balance in full on April 27, 2017; however, due to a system issue his account did not close.    As of July 5, 2017 Mr. [redacted]s account is closed.  We have included a copy of his payment history as verification that the account is closed and no negative information was reported to the credit bureaus. Conn’s values Mr. [redacted] as a customer and sincerely apologizes for any inconvenience he experienced due to this matter.

Thank you for the opportunity to respond to Mrs. [redacted] concerns regarding an account.  We are unable to locate an account with the information that was provided by Mrs. [redacted].  If Mrs. [redacted] would like to provide and account number or an invoice number, we will be glad...

to research her concerns further. Thank you, Cheryle S[redacted]

Revdex.com:
This letter is to inform you that Conns Appliance, Inc. has carried out to my satisfaction the resolution it proposed for my complaint, filed on 6/9/2016 and assigned ID [redacted].
Regards,[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. We mentioned in our original response that the serviceman notated that the customer mentioned a hole in the fabric but was unable to find any rips or damages to the area upon inspection. During the last service appointment dated 4/20/17, we sent out a different serviceman who reported that he successfully installed the new mechanism to complete the repairs. However; no rips or further damages were reported at the time. Again, Mrs. [redacted]’s furniture does not meet the qualifications for an exchange. If Mrs. [redacted] has any additional concerns she may contact our Service Department at 1-855-266-6349 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]’s concerns
regarding account #[redacted].  [redacted]
stated she purchased a computer and a bed; however, the bed was not in
stock.  She signed a replacement contract
removing the bed and she kept the...

computer.
 
According to our records, [redacted] signed a 24-month replacement
contract on July 25,
2014.  That contract stated the
first payment was due on September 4, 2014. 
[redacted] began receiving collection calls when her payment became past
due. 
 
[redacted] made a down payment of $190.00 for the total amount of the
contract including the bed.  When the
replacement contract was implemented, the $190.00 transferred to the new
contract. 
 
The payoff balance on the account as of September 30, 2014 is
$1142.53.  This includes a past due
payment of $63.77.  If [redacted] would
like to pay the account balance in full, we ask that she call the day she plans
to submit the payment for an up-to-date payoff quote.
 
We value [redacted] as a customer and appreciate her bringing this
matter to our attention.

Thank you for the opportunity to respond to [redacted] complaint.  We appreciate [redacted] bringing her concerns to our attention.  We spoke with [redacted] and agreed to locate the hardware to complete the installation to her hutch.  We re-delivered and re-installed the...

bottom portion of [redacted] dining buffet and sideboardon December 31, 2015 and confirmed everything was to her satisfaction.  We sincerely apologize for any inconvenience [redacted] has experienced during this process.   Kind regards,Jana A[redacted]

Thank you for the opportunity to respond to [redacted] complaint.
Our records show on 12/5/14, [redacted] purchased Samsung
dishwasher with a...

36-month Repair Service Agreement Plan.
 
We received [redacted]
complaint and found she contacted our service department on two separate
occasions regarding repairs on her dishwasher.
·        
On 12/27/14- [redacted]
called service stating her dishwasher was not draining and the door would not
close. A service appointment was scheduled on 12/29/14; upon inspection the
technician did not find any mechanical failures with the unit and reported the
door was closing as should.
·        
On 1/1/15- [redacted]
called for service stating the dishwasher door was not locking and opens during
cycle. A service appointment was scheduled for 1/3/15; during inspection the
technician found parts were needed for repair. Our records show parts became
available on 1/26/15 and [redacted] was scheduled to install parts on
1/31/15 however due to serve weather condition the technician had to
re-schedule the appointment. On 2/4/15; the technician installed all parts and
tested the unit; unit tested ok.
At this time we are unable to
honor [redacted] request for an exchange; repairs has been completed
on the unit. On 2/5/15, our service manager contacted [redacted] to
follow-up on the repairs; [redacted] informed him the dishwasher was
now working properly and was satisfied with repairs.
 
We sincerely apologize for any
inconvenience [redacted]  [redacted]
experienced during this process.
 
 
 
If we may be of further assistance, [redacted]
may contact customer
service at 1-877-358-1252.
 
 
Kind regards,
 
[redacted]

Thank you again for the opportunity to respond to Mr. [redacted]'s concerns regarding account [redacted].  After further review, we found that the repair service agreement (RSA) Mr. [redacted] purchased on the sound bar was not credited at the time of his return.  We have credited the RSA and are in the process of closing the account and reversing the negative credit marks assessed on the account.  We ask that Mr. [redacted] please allow 30-60 business days for the credit bureaus to update their records.  Conn's values Mr. [redacted] as a customer and sincerely apologizes for any inconvenience he has experienced due to this matter.   Thank you, Cheryle S[redacted]

Thank you for the opportunity to respond to Ms. [redacted]’s concerns regarding account [redacted]. Ms. [redacted] stated she agreed to pay a settlement amount to close the account and would like the account removed from her husband’s credit report.   According to our records, Mr. [redacted] signed a...

32-monthr retail installment contract on October 9, 2015.  That contract created account [redacted] and he agreed to have the minimum monthly payment due on the 23rd of each month.    On September 5, 2016, Mr. [redacted] signed a 36-month retail installment contact.  That contract created account [redacted] and included the remaining balance from account [redacted].  Account [redacted] was closed on September 19, 2016.    On October 3, 2016, we received a charge back from Mr. [redacted]’s credit card company for a payment in the amount of $103.78 for account [redacted].  Due to the credit card chargeback, account [redacted] reopened.  On November 23, 2016, Mrs. [redacted] accepted a settlement offer on the account.   Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove the negative credit marks assessed on the account due to payments not being made timely.  If Mr. [redacted]’s credit report reflects something other than settled for less than the amount owed, he will need to fax a copy of his credit report for further review.   Conn’s values Mr. and Mrs. [redacted] as customers and appreciates them for bringing their concerns to our attention.

[redacted] has been contacted regarding his additional concerns
and Conn’s has agreed to exchange his washer due to the delay.  [redacted] was advised that he has a
credit of $[redacted] to use toward a new washer; he will need to visit his
nearest Conn’s to reselect and schedule delivery.
 
If we may be of further assistance, [redacted] may contact
Customer Service Department at [redacted].
 
 
Kind regards,


Sincerely,
 
[redacted]