Conn's Home Plus

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding accounts
[redacted], [redacted], and [redacted].  Ms.
[redacted] stated she paid off her accounts; however, Conn’s debited payments
from her account after the accounts were paid in full. ...


 
According to
our records, Ms. [redacted] spoke with one of our credit agents on August 7,
2015.  She asked that payments be
scheduled to process in September, October, and November of 2015.  On September 2, 2015 we received payments in
the mail that brought each account to a zero balance.  Ms. [redacted] did not call back to cancel the
payments she scheduled in August. 
 
As of
September 18, 2015 we have submitted refunds for $75.20 for account [redacted]
and $143.27 for account [redacted].  We
ask that Ms. [redacted] please allow 10-14 business days for processing.  If Ms. [redacted] has not received her refund
checks on or before October 7, 2015 was ask that she contact our customer
service department at 877-358-1252 so we may track the refund checks. 
 
We value Ms.
[redacted] as a customer and sincerely apologize for any inconvenience she has experienced
due to this matter.  We have attached
copies of Ms. [redacted]’s payment histories for her records. Thank you,Cheryle [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 do not believe that a hard plastic feeling seat is subjective to perception particularly when anyone who sits in it states there is no cushion. This is a bad business practice. It is poor consumer relations esp. when I am a returning customer in good standing. I did not ask for a refund, but an exchange and the electric recliner I wanted to exchange it for one that costs more with one of the selling points being a comfort coils system in the seat. This is esp. poor customer relations for local retirees and total disrespect for good returning customers. In addition, more disrespect is shown when the clearly indicates [redacted] and I am referred to as "Ms. [redacted]" - this demonstrates  poor customer care and not paying attention to the consumer and their needs, I had originally chosen another chair and called to see if it was in stock. When I got to the store I was told that the chair was erroneously marked as power online and that I would have to choose another chair. This chair was very important in my recuperation from shoulder replacement surgery that I had two days after it was delivered on Dec 12th and returned from the hospital a few days later. I was in extreme pain but was in a bind and had to endure one problem after another while trying to purchase a chair. I did not want a lift chair but had to settle as that was all they had that wasn't leather. Even after the contract was drawn up and I watched all sorts of add ons etc adding more and more fees - then I find out that I did not buy enough to get the no interest and deferred - two reason why I chose Conn's and was told I would get the specials over the phone, then assured again whilst speaking with the salesman before trying out the chair and then once again after signing parts of the contract. However, after signing the all of the contract the salesman could not input the price and terms discovering that I am $100 short of getting the special!!! That is the regular price - if all the fees and delivery fees (which I was told was free), taxes and other fillers were counted in the price I would have gotten the special. I should have got up and walked out right there but I was under duress and stressed that I would not have a much needed chair to recuperate in - a chair I was supposed to sleep in for the  first week or two to stabilize my operative shoulder. This was not a vanity purchase but a necessary part of my recuperation.  There was so much back and forth between the salesman (whim I found out was new at around this point) and not one, but two managers I soon found myself not being able to follow what was or wasn't going on to the point of confusion , which apparently the staff was also because they kept having to consult each other. During that time, again I am signing papers, "forgot to sign here", "forgot to give me paper that I have to sign" etc, my head was spinning; not once was I told that there was a no return policy, although apparently it is in the contract I was rushed through, being given a brief synopsis to save time.  Had I not been so ill, I would have sat there and not trusted Conn's, taking hours to fine comb through it.  More time was spent explaining the damage insurance (and why it was mandatory ) I had to purchase than anything else. I was glad to get it over with and thought the task of obtaining a suitable chair was over. Not so. I am stuck with a terrible chair as a symbol of Conn's utter disregard and disrespect for excellent repeat customers who honor their debts and are in good standing. I would think with so many of these complaints they would either makes exceptions or change their policy to other local furniture stores and have at least an exchange policy - a company who stands behind the quality of their furniture would have no probem exchanging the merchandise. This no exchange policy is indicative of a business who knows their products are inferior and too bad for the customer. Buyer Beware of Conn's.
Regards,[redacted]
 









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Thank you for the opportunity to
respond to [redacted] complaint regarding a purchase made under the name
[redacted].  Our records show on 
Roman";mso-hansi-theme-font:major-latin;color:darkblue">3/05/15, [redacted] purchased a [redacted] 40” Smart LED TV with a
(49-month Repair Service Agreement) and a [redacted] player with a (limited
1-year manufacturer) totaling $1,136.58.  [redacted]’s purchase was
financed through [redacted] Bank on a 36-month Fixed Payment Reduced APR; [redacted] signed his invoice and authorization page acknowledging his agreement
with [redacted] Bank.  [redacted]’s signed invoice also indicates at the
time of purchase he acknowledged he was provided a copy of the Repair Service Agreement
and that he understood the coverage associated with his [redacted] 40” TV. 
 
After researching [redacted]
complaint we found [redacted] faxed a Service Agreement Cancellation Request
Form to have the warranty on his TV cancelled on5/24/15.  Our records show on 5/26/15, [redacted]’s warranty was cancelled at a pro rata amount and a
credit of $201.54 was processed to his [redacted] account.  The total
warranty cost with taxes came to $238.14 less the $23.81 cancellation fee
$12.79 pro rata amount totaling $201.54 which was credited to [redacted]’s
account leaving him a remaining balance of $898.44.
 
After further research we
confirmed at the time of [redacted]’s purchase on 3/05/15; Conn’s were offering 0%
interest for 24-months on ALL ELECTRONICS $999 and up.  [redacted]’s TV
was purchased/sold at $699.99 which excluded him from the promotion we were
offering at the time of his purchase.  Therefore, we are unable to honor
[redacted] request.
 
In regards to [redacted]
returning his [redacted] player; his 30-day time frame to return or exchange his
unit with the required 15% restocking expired as of 4/05/15.  Therefore, we are unable
to honor [redacted] request to return the [redacted] player under our Return
and Exchange Policy.
 
We have included supporting
documents in our response.
 
If we may be of further
assistance, [redacted] may contact our Customer Service Department at [redacted].
 
 
Kind regards,
 
 
Jana A[redacted]

Again,  we are in the process of correcting the accounts.  We are not showing any negative credit marks associated with either account; however, if **. [redacted] has received negative marks due to this matter, we will remove the marks.  **. [redacted] stated he sent the contract back this morning.  Pleas allow 7-10 business days to process the contract as well as remove any applicable insurance on the accounts if he has sent in proof of homeowner's insurance.

Thank you for the opportunity to
respond to Mrs. M[redacted] concerns regarding account # [redacted].  Mrs. M[redacted] stated her contract is wrong, she
was unable to return a smart phone, and she was charged for insurance. 
 
According to our records, Mrs. M[redacted]
signed a 32-month...

retail installment contract on November 8, 2014.  She did purchase a smart phone.  We have a no return or exchange policy on phones; however, Mrs. M[redacted] can
call the manufacture if she is having issues with the phone. 
 
Mrs. M[redacted] also stated she was charged for insurance on the contract;
however, she has home owner’s insurance. 
Mrs. M[redacted] can fax a copy of her homeowner’s declaration page to [redacted]
and receive full credit for the insurance on the contract.  We ask that Mrs. M[redacted] please note the
account number on the fax for a faster response time.
 
Mrs. M[redacted] then stated she believes her contract is wrong.  We have attached a copy of the contract for
Mrs. M[redacted] records.  Mrs. M[redacted] also
received two invoice credits in the amount of $217.01 and one for $3488.22 on
November 13, 2014.  Please note, invoice
credits do not change the minimum monthly payment that is due.
 
Mrs. M[redacted] said she was charged a fee of almost $400.00 on each item for
repairs.  If Mrs. M[redacted] has decided she
does not want the repair service agreements on the items we can cancel them for
a pro-rated refund.  We have also
attached the [redacted] cancelation form for her convenience.
 
We value Mrs. M[redacted] as a customer and appreciate her bringing her concerns
to our attention.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 3/07/17, Mrs. [redacted] purchased a 55” [redacted] Curved TV and elected to purchase a 25-month Repair Service Agreement with Accidental Damage Coverage. We show Mrs. [redacted]’s television was delivered in good order...

on 3/25/17; the unit was unpackaged, plugged in and inspected for damages at the time of delivery and no issues were reported. Mrs. [redacted] did not elect to purchase Conn’s installation service therefore; the unit was placed in a secured location to be installed by someone other than Conn’s. After further review of Mrs. [redacted]’s complaint, we show she contacted our warehouse after delivery was completed stating that the unit appeared distorted and provided photos of the damaged television. However; after reviewing the photos taken with the unit turned on at the time of delivery and the photos provided by Mrs. [redacted], we were able to confirm that there were no damages to the unit at the time of delivery. Mrs. [redacted] was informed that she would need to contact our service department to setup an appointment. Our record show, Mrs. [redacted] is currently scheduled to have a technician assess her unit on 4/7/17. Once we receive the technician’s report, we can determine what further actions are required. If we may be of further assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252  Kind regards, Dyeisha [redacted]

Thank you for
the opportunity to respond to Mrs. [redacted] concerns regarding her GE
account.  Mrs. [redacted] stated she should
have had 12-months no-interest on her account.
 
According to
our advertisement for the week of Mrs. [redacted]’ purchase, we were not offering
12-months...

no-interest financing.  We have
attached a copy of the ad for Mrs. [redacted] to review.
 
We value Mrs.
[redacted] as a customer and appreciate her bringing her concerns to our
attention.  Thank you,Cheryle S[redacted]

Thank you again for the opportunity to respond to Mr. [redacted] concerns.  As a gesture of goodwill, we have canceled the credit application that was processed and removed the credit inquiry.  Please note, it may take the credit bureaus 30-60 days to update their records.  Conn's values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.    Thank you, Cheryle S[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. Mrs. [redacted]’s concerns were addressed directly with the district manager under Conn’s guidelines. Again, we sincerely apologize for any inconvenience Mrs. [redacted] experienced during this process and we are happy that her issue has been resolved. We appreciate Mrs. [redacted] business and we value her as a Conn’s customer. If we may be of further assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252.  Kind regards,Dyeisha [redacted]

Thank you again for the opportunity to respond to Ms. [redacted]'s concerns regarding account [redacted].  [redacted] did not receive the required documentation from Ms. [redacted] regarding her unemployment claim and the claim was closed.  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.  Ms. [redacted]'s account was charged off on March 31, 2016 due to non-payment.  We have attached copies of Ms. [redacted]'s signed documents and payment history with our previous response.  Conn's appreciates Ms. [redacted] for bringing her concerns to our attention.     Thank you, Cheryle [redacted]

[A default letter is [redacted] here which indicates your acceptance of the business's response.  If you wish, you may [redacted] 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 [redacted] to me pending the credit to my account in 7 to 10 business [redacted].[redacted]

Thank you for the opportunity to respond to [redacted] additional comments. We provided photos in our previous response showing how different lighting may alters the appearance of the furniture. We have also confirmed that Conn’s does not offer this furniture set in a different color and the product [redacted] received is the same items found in store and listed on her invoice. Although Conn’s has a NO return/exchange policy on all furniture, we are willing to return the sofa and loveseat and issue a credit to her account in attempts to resolve this matter. [redacted] may contact us directly at 1-866-765-1513 to schedule a date for Conn’s delivery team to pick up the merchandise. Once the items have been received we will process the credit to [redacted] account. 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.  I would assume that everyone involved can see a common theme, Conn's is never wrong.Who in there right mind would not have returned to the showroom to exchange a brand new refrigerator and continue to make payments on it?  No one.The service inspector that came to my home stated that the mattress needed to be replace only to have Conn's report what they want.The second time they claim to have called on 3 different occasions follows in line with them stating they call and you have no missed calls, messages or they say the "mail box was full" which, in my case never happens.  Conn's claimed they called me on many different occasions during this most recent exchange and I can provide phone records reflecting there inability to tell the truth.  They also change your your phone number on record to reflect numbers from the past.  The only reason I received the most recent report was due to my persistence in calling for updates.  Keep in mind I have the most recent visit by the Conn's representative recorded and he openly admits that it needs to be replaced but "they" will not listen to him.Cn's will continue to lie to consumers, steal from them and abuse the public until someone stops them.  Is is deceptive and I believe the only way to fight back is through legal action.
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.]
I don't agree with the response because the extended warranty had been expired 4 weeks only and its the same issue as before according to the tech 
Regards,

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint regarding a purchase under the name [redacted].   Unfortunately, we are unable to discuss the account holder’s information with 3rd party.  Mrs. [redacted] may have the account holder to contact us directly...

at 1-877-358-1252 in regards to his concerns.    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.  
When I purchased the mattress set no one every told us in person, by phone or in writing that a certain type of bedframe was needed.  You would think this information would have at least come from the guys that delivered and set up the mattress set.  It is not good business practice to all of a sudden tell me about a special bedframe being needed after I contact them to use my warranty.  I have since found and reveiwed my contract,  I do see that we even purchased a bedframe and no where on the contract is stating that a center bar is need to valiadate the warranty.   Conns should realize the ball was drop on their side and honor their warranty.  They should act like a company that value and wants to keep their customers. 
Thanks
[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.]          I [redacted] do not agree that the matter is solved. From the very start my [redacted] and I have had problems dealing with the washer /dryer combo, them (Conns) had problems **tting it to my home, it needing repairs, a month of waiting for the unit to be fixed, the day comes for it to be fixed and not enough parts were ordered, waiting another week or so for an approval on an exchan**, calling to make sure they (Conns) have a unit to beable to exchan**, being told one thing but when my [redacted] and I **t to the store ( I was distracted/ not paying attention and wrote it down wrong), Then go talked to both mana**rs at that store and they were both not very nice at all ( just give them a refund to be done with this and them and **t them out of my store).          Through all the problems with Conns they offer a $100.00 Conns gift card thats it take it or leave it thats all we will do... Really! of course its no problem for them because they are not out of pocket nothing its just going to come right back to them.  Im now out of pocket for having to go to the laundry mat to do my laundry for a month, out of pocket hundreds for financing the first washer/dryer combo and now Im out of pocket hundreds for the new one aswell!  How is that in any shape or form fair or just?

Thank you
for the opportunity to respond to Mr. [redacted] complaint. Our records show on 11/21/13,
Mr. [redacted] purchased a Samsung Galaxy 3 tablet with a 25-month Repair Service Agreement
Plan.
We
received Mr. [redacted] complaint and found he contacted our service department
on four occasions...

dated from 1/5/14 to 9/16/14; regarding his tablet not
powering on or holding a charge
·         On
1/5/14 Samsung replaced the Jack-Micro USB; unit tested ok·  On
4/3/14 Service technician was unable to duplicate charging issue and replaced
charger cable; unit tested ok·       On
8/25/14 Service technician was unable to duplicate problem; the tablet fully
charge unit tested ok·         On
9/16/14 Service technician replaced the USB cable based on Mr[redacted] problem description and was able to fully charge
the tablet 
 
At this
time Mr. [redacted] tablet does not qualify for an exchange due to the service
technician was unable to duplicate the charging issue he is experiencing. If
Mr. [redacted] continues to have an issue with his tablet, he may contact the
service department at [redacted] to have a technician re-assess the unit.
 
If
we may be of further assistance, Mr. [redacted] may contact us at [redacted]
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.  Sent: Friday, January 27, 2017 3:36 PM Subject: Re: #[redacted]conns has never even called in attempt to pick up the entertainment center. I have tried to call the number attached in the message send back from them and it says its no longer in service/

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  We researched Mr. [redacted]’s complaint and found his issue has been addressed and resolved.  After reviewing his service history, we found due to a system error there was a delay processing his exchange.  Our records...

show Mr. [redacted]’s exchange was approved on 8/19/15; he was issued a credit up to the original amount paid to re-select one item.  On 8/21/15, Mr. [redacted] initiated his exchange; he selected a Samsung side-by-side refrigerator model (RS25J500DWW) and purchased a 24-month Repair Service Agreement for his new refrigerator.  Again, we sincerely apologize to Mr. [redacted] for any inconvenience that he experienced during this process.                                    ...⇄ we may be of further assistance, Mr. [redacted] may contact our Customer Service department at [redacted].Kind regards,[redacted]Customer Relations