Conn's Home Plus

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,
 Since I still have not received my check and also I did not get the overdraft fee of 37.00 dollars either from them this matter is not closed.

Thank you...

for the opportunity to respond to Mrs. [redacted]’ complaint
regarding a purchase made under the name [redacted].  Our records
show on 3/05/15, Mr. [redacted] purchased
a Canon EOS Rebel camera and a Happy Leather (Westfield) furniture set which
consisted of four pieces (armless chair, wedge, loveseat, and power
recliner).  We spoke with Mr. [redacted] on 4/28/15 and his concerns have been addressed
and resolved.  Mr. [redacted] is scheduled to receive delivery on 4/29/15.  We sincerely
apologize to Mrs. [redacted] and Mr. [redacted] for the experience and any
inconvenience that has been caused regarding this matter.
 

If we may be of further assistance, Mrs. [redacted] may contact our
Customer Service Department at 1-877-358-1252.

     


 
Kind regards,
 
 
[redacted]










5/9/2015

Thank you for the
opportunity to respond to Mr. [redacted] additional comments.  Mr. [redacted] stated in his additional
comments that the display shown in the store has the same As imperfections.  However, Mr. [redacted] elected to
purchase the furniture set.  Mr.
[redacted] is unsatisfied with the design and comfort of his furniture.  Comfort is a preference which is not guaranteed
and not covered under the Terms and Conditions of the manufacturer
warranty or Furnituregard.  Mr.
[redacted] still has the option to purchase the additional pieces if needed.  As mentioned Mr. [redacted] has been
informed on several occasions we are unable to honor his request for
exchange; Conn’s has a No Return/Exchange Policy on Furniture items
unless inspected by a Conn’s Service Technician and found to
have a manufacturer’s defect.
 
If we may be of further
assistance, Mr. [redacted] may contact our Customer Service department at
1-[redacted].
 
Kind regards,
 
 
Jana A[redacted]
Customer Relations









           




 



















8/14/2015






Complaint

Made several calls to Conns extended warrenty center and keep getting run around. Repair man was told on ticket to call my phone at [redacted] and he never does. He calls one of several other numbers that the rep says is not even on the work order. the problem the number they call is not...

monitored [redacted] is. Repair man has made several trips to the home and orders a part with running diagnostics. then he comes back and orders more parts as the one he ordered first did fix the Range/dish washer. Repair is incomplete as dishwasher still not clean dishes and range does not light without a match. Flame on range is not adjusted corrently and is waisting gas. When you call the service center you get transfered and then may get transfered back. One rep says one thing and then the service tek say something else. It has been over a month and the reange and dishwasher is still not working correclty.







Desired Resolution

I just want my dish wasger and range to work as it should and as conns promoted it when I bought it. I paid a lot of money for the extended service and at this point it looks like I waisted my money.

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.  
My husband had already made arrangements prior to the several fraudulent attempts accessed to my account. Obviously,that's why I filed this complaint in the first place, knowing of the prior NSF.I would have NEVER allowed access FOUR more times that added fees. "Conn's" is a name that suits your company well.
Regards,
  [redacted]

Thank you for
the opportunity to respond to Mr.
[redacted]’s concerns regarding his account. 
 
According to our records Mr. [redacted] signed a 24-month retail
installment contract on December 14, 2014. 
This contract included a Tempurpedic (Cloud Supreme) queen...

mattress,
Tempurpedic (Up) queen adjustable base, and a Jackson Furniture set which
consisted of three pieces (left sectional, armless sofa, and ottoman) totaling
$6,021.14.  Mr. [redacted]’s signed invoice indicates at the time of
purchase he acknowledged he was provided a copy of Conn’s Return and 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. 
Mr. [redacted] opted to have his items
delivered. Mr. [redacted] signed his delivery ticket and delivery receipt
acknowledging all items were delivered and received on December
15, 2014 in good order.  Mr. [redacted]’s signature on his delivery
ticket and delivery receipt acknowledges he thoroughly inspected his
merchandise for damages and made aware that an exchange or price concession
would not be authorized for damages discovered after the delivery. 
 
Mr. [redacted] has not made an attempt to
contact our service department regarding the furniture.  We reviewed Mr.
[redacted]’s retail installment contract and found he signed acknowledging he
was aware property insurance was added to his account at the time of
purchase.  Mr. [redacted] provided a copy of his homeowner’s declaration
page and received an insurance credit in the amount of $919.36.  Pleases note, an insurance credit will not
reduce the minimum monthly payment due.
 
Mr. [redacted]’s retail installment contract
also provides detailed information regarding each item that was purchased, the
prices of each item, the total amount financed, and his monthly payment amount.
We have included a copy of the signed retail installment contract, payment
history and delivery ticket for his records.
 
We value Mr. [redacted] as a customer and appreciate him bringing his concerns to our attention. If we may be of further assistance, Mr.
[redacted] may contact our Customer Service Department at 1-877-358-1252.

Thank you
for the opportunity to respond to [redacted] complaint. We have researched [redacted] concerns and found during the week of Sunday, November 30th
–...

Saturday, December 6th the [redacted] was advertised in the weekly
Ad and online showing it was for 2 days only at $1,999.99. 
We contacted
[redacted] on 12/17/14, to discuss
her concerns and she was able to provide a screen shot showing there had been
an error online during that time but it had been since corrected. Conn’s has agreed
to honor the $1,999.99 price and [redacted] has completed her purchase.
We sincerely
apologize to [redacted] for the experience she had.  If we may be of further assistance, [redacted] may contact us at [redacted].
 
Kind
regards,
 
Kathryn
J[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 [redacted] and find that this resolution would be satisfactory to me.  
I called the number provided and was told I can go to any Conns store and pick up the rails I will be going to Thornton store to request the Rails for Java Bed. I have had problems in the past with a previos bed and I was told they don't carry rails so I would like to request that if this happens like it did in the past and I got the run around than I would like a full refund of this specific Bed

**. [redacted] originally purchased a 55” [redacted] 3D Smart LED TV with a
(49-month Repair Service Agreement w/Accidental Damage) totaling $1,831.18 on 1/23/14 see invoice [redacted].   **. [redacted] contacted us on 5/13/14, stating the TV screen was cracked and that his pet may
have tipped it over.  Under the Terms and
Conditions of the Repair Service Agreement/Accidental Damage coverage, **. [redacted] was
approved to replace his television up to the original amount paid fulfilling his coverage agreement as stated in the terms and conditions.  We show **. [redacted] initiated his replacement
on 5/20/15 as shown on invoice
[redacted].  **. [redacted] upgraded his TV by selecting a 65” 3D
Smart LED TV and 49 month Repair Service Agreement w/ Accidental Damage
Coverage totaling $2,635.48.  **. [redacted] was not
charged an additional $1,416.98,
because it was previously financed on the original invoice [redacted]; which had
not been paid in full.  **. [redacted]
financed the difference of $1,218.50 on
a separate account.  The $1,218.50 was
for the $697.89 difference for the upgraded TV, $419.99 for a new RSA/AD, and
$100.61 toward taxes.  As previously stated we are unable to honor **. [redacted]'s request.  We have attached a copy of both signed invoice and contracts.  This information was also provided to **. [redacted] at the time of purchase.Kind regards,[redacted]Customer Relations

Thank you for the opportunity to respond to Mrs. Huff’s additional comments. In attempts to resolve this matter Conn’s has agreed to issue an exchange on Mrs. Huff’s furniture. Mrs. Huff may visit her nearest Conn’s and re-select three furniture pieces up to the original amount purchased. If we may be of further assistance, Mrs. Huff may contact us at 1-866-765-1513. Kind regards, [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,
Unfortunately [redacted] Your response comes across very canned. Please understand that after questioning some others who have dealt with Conns (lack of) service department and also speaking with a few front end delivery people that  work at Conns, it is my observation that my experience is the rule, NOT the exception.  I should NEVER ever had to file this complaint with the Revdex.com, I should NEVER have had to send a formal complaint into your "special complaint department"
If I was to behave in the manner of your (lack of) service department I would simply let this Revdex.com isue close instead of rejecting it. But see Ms [redacted] I am doing what your company pretty much failed on all accounts to do. tell me what the heck was going on! 
So as annoying as this is. my issue is NEVER going to be resolved -- I will let this Revdex.com eventually close however, you and your department (unfortunately mainly you because you have chosen to be the spokesperson for your department) really need to actually determine what the words "customer"  and "service" actually mean.
1 - A customer is someone who buys a product from your store and in doing so, expects in good faith that you will provide them with help should something go awry. they are NOT simply a person to take money from
2 - Service is a much broader thing.... however, in a nutshell it involves the following....
     A - Setting realistic expectations if something needs to be fixed how long it might take (to his credit when the repairman knew the part was going to take a while, he told me... )
     B - Contacting the Customer at the very least the day before to let them know a service person was coming out (this NEVER happened... the 2 times your repair man came out it was un announced and I had to give him a code to get into my house)
     C - If a part comes in, or something is going to be delayed, Call the customer and give them a STATUS UPDATE.
     D - keep accurate record if/when a customer calls in so they do not have to start from the beginning each time AND your agents can refer back to the timeline of what is happening (there were at least 3 calls where agents did NOT take notes, I know, because I asked)
sorry for the lecture [redacted] but, I do not think that Conns really gives a rats patootie about my awful experience nor do I think Conns as a whole really cares about their service side of things.
I will give you ONE small ounce of credit, at least (it would seem) that you have a US based service crew as opposed to sending those jobs to an offshore company.
The company you work for has a sucky service department. If you are the head of it, and TRULY care. Step up your game.
[redacted]

Thank you again for the additional opportunity to respond to [redacted] concerns regarding account [redacted]. The product purchased as well as the credit have to qualify for the no-interest financing promotions.  In [redacted] case, the product did not qualify; therefore, we are unable to comply with his request for 12-months no-interest financing.  The television [redacted] purchased would have had to have been over $999.99 to qualify for the 12-months no interest financing promotion.  Again we are unable to add the 12-months no-interest financing promotion to the signed retail installment contract. Thank you,[redacted]

Thank you for the opportunity to respond to Mrs. Radford’s complaint. We contacted the sales representative who stated he did not promise Mrs. Radford a time-frame for delivery but informed her she could find out if the time she needed is available once she is contacted by the delivery department....

Our records show the delivery department contacted Mrs. Radford on 4/19/17 and informed her that we are unable to offer a preferred time frame. Mrs. Radford is currently scheduled for delivery on 4/20/17between the time-frame of 10:30am – 1:30pm. If Mrs. Radford needs to re-schedule her delivery for a more convenient time, she may contact our delivery department. Conn’s does offer delivery in Mrs. Radford’s area 7-days a week. If we may be of further assistance, Mrs. Radford may contact our Customer Service Department at 1-877-358-125  Kind regards, D[redacted] W[redacted]

Thank you for the opportunity to respond to Ms. [redacted]’s complaint.  Our records indicate that on 1/21/17 Ms. [redacted] purchased a ** washer and dryer each with a 36-month Repair Service Agreement (RSA); she also purchased a [redacted] king sized bed set, dresser, mirror, and...

nightstand and a [redacted] king sized mattress each with a 36-month [redacted] service agreement and two [redacted] xl box springs which included a ten year limited manufacturer’s warranty.  Ms. [redacted] also signed his invoice acknowledging that he received a copy of Return and Exchange policy.  Our Return and Exchange Policy 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 and if your product fails while under manufacturer’s warranty or Conn’s RSA, Conn's Factory Authorized Service will repair your product according to these warranties.  No returns or exchanges on furniture.  If your product fails while under manufacturer’s warranty or Conn’s [redacted] Service Plan, Conn's Factory Authorized Service will repair your product according to these warranties.  Ms. [redacted]’s products were delivered on 2/11/17 as requested. After further review we show that Ms. [redacted] notified the delivery technician that the washer was not working properly and he advised her to contact ** for troubleshooting.  She then contacted us on 2/25/17 stating that the washer was making loud noises, the control panel lights were on and it stops in the middle of the washing cycle.  Service was scheduled with ** for 3/7/17; on 3/7/17 Ms. [redacted] was approved for an exchange under her RSA due to the washer failure within 24 days of purchase. At this time Ms. [redacted] has been contacted and she is aware that she is currently scheduled for delivery on 3/11/17 for the new washer. If we may be of further assistance, Ms. [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards, Kristal W[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.  From: [redacted] Sent: Thursday, [redacted], 2014 1:12 PM To: [redacted] Subject: complaint #[redacted] I received this message stating that the late fees would be reversed. My case was recently closed but I never received a credit for the $25 that was charged to me and I ended up paying the $25 out of my pocket. This case has still not been resolved as they never gave me a credit for $25 on my account and I had to pay the $25 in late fees. I would just like a reimbursement for the $25 that I paid as a credit on my account. 
Regards,

Thank you for
the opportunity to respond to [redacted]’s concerns regarding account #
[redacted].  [redacted] stated Conn’s
breached her contract and split her bedroom set up onto two contracts. 
According to
our records, [redacted] signed a 32-month retail installment contract...

on May 23,
2014.  [redacted]’s credit limit on her
Conn’s account was $3,000.00 with a $300.00 deposit.  This available credit limit would not allow
[redacted] to purchase all the items she needed. 
[redacted] also has a Conn’s GE card with a credit limit of
$2,000.00.  [redacted] used the GE credit
to purchase the remainder of her items. 
This is why she has two different contracts. 
We have
attached copies of [redacted]’s signed documents from both Conn’s credit and GE
credit for her records.  We have also
included a copy of her payment history for her records.  We have also attached a copy of the invoices
for each account to insure her she was not double charged for her items.  She has merchandise charged with Conn’s
credit and merchandise charged with GE credit. 
We value [redacted] as a customer and appreciate her 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 2/26/15, Mrs. [redacted] financed a
[redacted] French Door refrigerator with a...

48-month Repair Service Agreement
through RAC Acceptance and was originally scheduled for delivery on 2/28/15. However;
due to serve weather conditions all scheduled deliveries in Mrs. [redacted]’s area
were cancelled and re-scheduled for a later delivery date. Our records show
Mrs. [redacted]’s refrigerator was delivered and received in good order on 3/3/15.
We sincerely apologize for any inconvenience
Mrs. [redacted] experienced as a result of delivery delay and will mail her a
$25.00 gift card for customer satisfaction.
If we may be of further assistance, Mrs. [redacted]
may contact customer service at 1-877-358-1252.
Kind regards,
 
Dyeisha W[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 sent, via email, the requested form and also included a copy for record purposes. Until I receive notification that this RSA agreement is cancelled and I receive an updated contract reflecting the new balance and payment book, then and only then will I warrant this as resolved.
Regards,
 [redacted]

Thank you for the opportunity to respond to [redacted]’
complaint. Our records show on 10/09/14; [redacted] purchased the [redacted] furniture set which consist of three pieces (sofa, chaise, and ottoman)
with a 1-year limited manufacturer’s warranty. [redacted] delivery...

was
scheduled and received in good order on 10/09/14.
 
We received [redacted] complaint and found she contacted our
Customer Helpdesk department stating she did not receive the legs on her sofa
upon delivery. After further review and research, we confirmed that the legs
were not installed on [redacted] sofa during delivery. We attempted to locate
the correct legs for [redacted] sofa
however; we were unsuccessful in our attempts to locate the legs locally
therefore, we placed a special order to receive the proper legs. Our records
show there was a delay receiving the legs from the manufacturer. Once we
received the legs, Conn’s delivery team was scheduled on 11/24/14 to install
the legs on her sofa.
 
We contacted [redacted] on 12/8/04 to discuss her concerns;
during the conversation we confirmed [redacted] legs have been properly
installed on her sofa. As a gesture of goodwill, Conn’s offered to refund [redacted] delivery fee and credit a partial payment to her account. As agreed
upon, we have processed a credit in the amount of $151.54 to [redacted]’
account and the partial payment of $151.54; please allow 7-10 business for
credits to reflect on the account. We sincerely apologize for any inconvenience
[redacted] experience as a result of Conn’s delivery.
 
 
If we may be of further assistance, [redacted] may contact us at
[redacted]
 
Sincerely,
 
[redacted]

Thank you for the opportunity to respond to **. [redacted] additional comments.  As previously stated at **. [redacted] request he elected to receive a refund in lieu of his exchange.  A credit of $2,999.99 plus tax was applied to his account which closed his account.  Our records indicate once the credit was applied to **. [redacted] account he was issued a check refund in the amount of $286.33 for an over-payment. Although, we have initiated his refund and closed his account; **. [redacted] furniture and television is still in his possession.  At this time no additional credit is owed.  In regards to **. [redacted] OTR microwave he purchased on 2/11/13; we show his last service call with Conn’s was on 4/22/13.  Our records indicate **. [redacted] service on his OTR microwave was completed on 5/02/13; we have no records showing **. [redacted] attempted to contact us regarding a service issue with his OTR microwave once service was completed.   If we may be of further assistance, **. [redacted] may contact our Customer Service Department at [redacted].     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.  
The error was on the salesperson and mgr and I told them on the first delivery that they needed to come get the bed since someone errored and they assured me they would make it right but they needed me to sign for the other base so we could sleep in our new bed. The promise was that they was going to get with corporate to discount for the error and that corporate would probably only discount for $500.00 and I told them that would not be acceptable because they quoted me a price and beat the price [redacted] have us. The sales person said the mgr would take the $300.00 difference that I WAS agreeable to from his store. I checked back before the bed came twice and was promised they were working on it. If that correspondence did happen between the store and corporate, why was this not in this first letter. Conns corporate has been told this over 20 times by phone and they do not want to settle by phone but keep dunning me 3-4 times till I finally blocked all communications because they have been rude and transferred me several times to have me repeat the situation just to say,"I'm sorry, but you'll have to straighten that out with the store." The store passes the buck back to corporate and also tells me the sales person no longer works for Conns and the mgr is no longer at this store.
Regards,[redacted]