Conn's Home Plus

Thank you for the opportunity to
respond to Mrs. [redacted]’s complaint. Mrs. [redacted]’s information was forwarded to
upper management for further review. After reviewing the complaint,...

Conn’s has
agreed to return the recliner without the restocking an issue a full refund of
$1169.06 back to the [redacted] card used to make the purchase. Mrs. [redacted] will need
to return to the store location where she originally purchased the item to
initiate the refund. Conn’s delivery team will contact Mrs. [redacted] to make
arrangement to pick-up the recliner and return to the warehouse. 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 1-877-358-1252.
 
Kind regards,
 
Dyeisha W[redacted]

Thank you for the
opportunity to respond to [redacted]. [redacted]’s complaint regarding a
purchase made under the name...

[redacted].  Our records show on [redacted], **. [redacted] purchased a [redacted] computer with a (25-month Repair Service Agreement
w/Accidental Damage).  **. [redacted]’s signed invoice indicates at the time
of purchase he acknowledged he was provided a copy of the RSA &
ACCIDENTAL DAMAGE brochure and that he understood the coverage associated
with the product.  **. [redacted] elected to pick up his computer from our
[redacted] location.  
 We received [redacted].
[redacted]’s complaint and found **. [redacted] contacted our service department on
five separate occasions dated from [redacted] through [redacted]; however only four
out the five calls were completed. 
·         On [redacted], the hard drive and mouse were replaced; the technician also
restored **. [redacted]’s computer.
·         On [redacted], the technician found his computer had a virus.  The
technician erased the hard drive and restored the unit (No parts were needed).
·          On [redacted], **. [redacted]’s computer was received; after assessing the
computer the technician found the system needed to be restored.  We attempted to contact **. [redacted] on [redacted], [redacted], [redacted], and [redacted].  The service order was cancelled due to no response
and **. [redacted]’s computer was sent back to his local store for pick
up.  
·        On [redacted], after restoring the system to the
manufacture setting the technician found the motherboard also needed to be
replaced.  On [redacted], the technician completed the repairs; he replaced and
installed a new motherboard.
·        On [redacted], **. [redacted]’s computer was received in
service; during the inspection the technician found the motherboard and
operation system had crashed.  The technician determined at that time
the computer was uneconomical to repair; therefore Conn’s agreed to exchange
her computer under the Terms and
Conditions of the Repair Service Agreement.
**. [redacted]’s exchange
was approved on [redacted]; he was issued a
credit up to the original amount paid which was $[redacted] because the original
model was no longer available.  **. [redacted] initiated his exchange on[redacted] he elected a [redacted] notebook model
([redacted]).   
 
If we may be of further
assistance, [redacted]. [redacted] may contact our Customer Service Department at [redacted].


 
 
[redacted]










2/21/2015






Complaint

In the first week of December I purchased a Sectional for my living room. The right side of the sofa was damaged upon delivery. It had a scratch on the leather arm rest. Several attempts have been made for them to repalce the sofa. They have promised to change it over and over but to this day...

they have not done so. I have personally gone to the Arlington Store and spoken to the manager and contacted their costumer services department. They came over and took pictures of the sofa and promised to replace it but it's been a month and I keep getting the runaround.







Desired Resolution

I have purchased before from Conn's and have been a very satisfied customer before. I would like for them to replace my sofa as promised and for them not to keep giving me the runaround.

Consumer Business Dialog

Thank you for the opportunity to respond to [redacted]
complaint.  Our records show on 12/20/10, Mr. [redacted]
purchased a [redacted] refrigerator and a [redacted] double...

oven with a 36-month
Repair Service Agreement on both appliances; our records indicate the 36-month
RSA coverage expired on both appliances as of 12/22/13.  Mrs.
[redacted] also purchased an ** dishwasher with a 24-month Repair Service
Agreement which expired on 4/09/13.  We show
once the RSA coverage expired on all three appliances, Mr. [redacted] purchased
additional warranty coverage through Assurant Advantage.
 
We researched [redacted] complaint and confirmed his
refrigerator and oven has been repaired.  In regards to his dishwasher our
records show the parts were received on 7/31/15.  We scheduled an appointment for 8/3/15; however
Mr. [redacted] informed us that he would be out of town.  The appointment was
rescheduled for 8/10/15
upon request. 
If we may be of further assistance, Mr. [redacted] may contact our
Customer Service department at 1-877-358-1252.
 
Kind regards,
 
 
Jana Andrews










8/13/2015

Thank you again for the opportunity to respond to Ms. [redacted]' concerns regarding her account.  The payment Ms. [redacted] made in November was processed for October's payment. Ms. [redacted]' account was 30 days past due and therefore a credit mark was assessed on the account.Additionally, according to our records, and recorded calls, there was no mention of Ms. [redacted]' credit during her initial call on November 6, 2016.As stated in our previous response, Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove the negative credit mark assessed on the account due to the payments not being made timely. We have included a copy of Ms. [redacted]’ payment history for her records.

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint.
Our records show on [redacted], Mrs. [redacted] purchased a GE dishwasher with a 1-year
limited manufacturer’s warranty and received delivery on [redacted] in good order.
We received Mrs. [redacted]’ complaint and found she...

contacted our
service department on 9/12/14 stating the washer will not start any cycles.
Mrs. [redacted] service appointment was scheduled by the manufacture on [redacted];
upon inspection the technician found parts needed to be ordered to complete
repairs. Our records show parts were scheduled to arrive on [redacted] however; there
was a delay receiving the parts from the manufacture to complete repairs. Once
all parts were received Mrs. [redacted] was scheduled for repair on [redacted]; the
technician installed the parts and tested the dishwasher, the unit tested ok.
As of [redacted], we have no further indications of any issues Mrs. [redacted] has
regarding her dishwasher.
At this time Mrs. [redacted]’ dishwasher does not meet the
qualifications for an exchange; the unit has been repaired and no further
credit is due.
If we may be of further assistance, Mrs. [redacted] may contact us at ###-###-####.

[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.  The gift card is a fair offer.  I never got any phone call requesting delivery confirmation and offered to show them my phone.  When someone makes it crystal clear that a delivery is expected next day maybe conns needs to step outside their outdated delivery protocol

Thank you for the opportunity to respond to Mr. [redacted]'s concerns regarding account [redacted].  Mr. [redacted] indicated he purchased an air conditioner that was too large. He stated he wanted to return the unit but Conn’s would not accept the return.  According to our...

records, Mr. [redacted] purchased a 12,000 BTU air conditioner on July 13, 2016. He was given a copy of our return/ exchange policy at the time of purchase. That policy states we have a no return/exchange policy on air conditioners.   Additionally, our return exchange policy is displayed at each desk and on a large sign in the front of the store that can be seen entering and exiting each location. To ensure transparency, our policy can also be found on our website at conns.com.  When Mr. [redacted] returned to the store with the air conditioner, he was informed that we could not return the item. Mr. [redacted] chose to leave the unit at the store location and it was considered abandoned. As a one-time offer and a gesture of goodwill, we have processed the return on the air conditioner and closed the account. We have included a copy of Mr. [redacted]'s payment history as verification that the account has been closed.  Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.   Thank you, Cheryle [redacted]

Thank you for the opportunity to respond to Mrs. [redacted] complaint.  We researched Mrs. [redacted] complaint and we were able to confirm the week of8/21/16the price of the [redacted] 65” LED TV model ([redacted]) was listed at 1,299.99 which was $100.00 less than the paid at the time of her...

purchase.  As of9/10/16, Mrs. [redacted] concession has been submitted and a credit of $108.15 has been processed to her Conn’s account.  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 at1-877-358-1252.     Kind regards,     Jana [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s additional comments. As previously stated Mr. [redacted]’s contacted us on11/03/15 and11/13/15 regarding one of his of the [redacted] phones requesting service. During the conversation on 11/3/15 Mr. [redacted] informed the Conn’s representative the phone was damaged; Mr. [redacted] was informed no accidental coverage was purchased through Conn’s to cover the physical damage and manufacturer warranty does not cover physical damages.Mr. [redacted] contacted us again on 11/13/15, requesting service stating it was the motherboard. Mr. [redacted] was informed that he would need to contact the manufacture regarding service needs under the terms of their warranty agreement. Mr. [redacted] was provided the number to [redacted] (800-726-7864) to contact them regarding any repair needed under the terms of their warranty agreement.   We have included a copy of Mr. [redacted]’s original invoice showing additional warranty coverage was not purchased.   Kind regards,     Kathryn [redacted]

Thank you for
the opportunity to respond to MS. [redacted]’s concerns regarding her Conn’s
accounts.  Ms. [redacted] stated she
accepted an offer to combine her accounts, but it has not been completed.
According to
our records, Ms. [redacted] accepted the offer to combine her accounts on...

July 3,
2015.  Ms. [redacted] faxed in information needed
to combine the accounts; however, we did not receive the contract at that
time. 
As of
September 24, 2015 Ms. [redacted]’s accounts have been combined. She will receive
the new payment booklet in the mail within 7-10 business days.  Ms. [redacted]’s first payment on her new
account will be due on October 10, 2015 in the amount of $298.89.
We value Ms.
[redacted] as a customer and sincerely apologize for any inconvenience she has
experienced due to this matter. Thank you,Cheryle S[redacted]

Thank you for
the opportunity to respond to Mr. [redacted]’s concerns regarding account
[redacted].  Mr. [redacted] stated he had
an issue with a double posted payment which caused him to lose his “cash-option”
and cause his checking account to overdraft. 
According to
our...

records, Mr. [redacted] submitted a payment on September 20, 2015 through
our webpay system.  Due to a system
error, the payment was processed again on September 21, 2015.  The duplicate payment was reversed and the
items were corrected. 
We are in the
process of reinstating Mr. [redacted]’s “cash-option’, and reversing the late
fee assessed on the account; however, Mr. [redacted] will need to fax over a full
running bank statement before we will be able to reimburse any NSF fees
assessed by his financial institution. 
Once we receive the full running bank statement, we will be glad to
research the matter further. 
We value Mr.
[redacted] as a customer and sincerely apologize for any inconvenience he may
have experienced due to this matter.  As
of November 12, 2015, Mr, [redacted] has not had any negative credit marks
assessed on the account. Thank you,Cheryle S[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’ concerns regarding account [redacted].  Mr. [redacted] stated he paid his account balance in full; however, the account did not close and additional payments were drafted from his checking account.   According to our records, Mr. [redacted]...

received a payoff quote of $1302.29 on August 17, 2016.  He scheduled the payment to post on that day; however, his account did not close.  Mr. [redacted] has automatic payments scheduled on his account. Due to the account not closing, additional payments in the amount of $345.10 were drafted on September 6, 2016 and again on October 6, 2016.  Mr. [redacted] disputed one of those transactions with his financial institution and it was reversed on December 20, 2016.    Mr. [redacted] account has been closed as of December 21, 2016.  He will receive a refund check in the mail in the amount of $345.10 within the next 10-14 business days.  Please note, if Mr. [redacted] disputes the second payment with his financial institution, his account will reopen.   Conn’s values Mr. [redacted] as a customer and sincerely apologizes for any inconvenience he has experienced due to this matter.    Thank you, Cheryle [redacted]

Thank you for
the opportunity to respond to Mr. [redacted]’s concerns regarding collection calls
he has received. 
 
We have found
that Mr. [redacted]’s telephone number was linked to a Conn’s account in
error.  We have placed a cease and desist
on the telephone number...

provided by Mr. [redacted].  We ask that Mr. [redacted] please allow up to 24
hours for the cease and desist to update.
 
If Mr. [redacted]
receives any additional calls after the 24 hours, we ask that he contact us
directly so we may address the matter further.
 
We appreciate
Mr. [redacted] for bringing his concerns to our attention and sincerely apologize
for any inconvenience he has experienced due to this matter. Thank you,Cheryle [redacted]

Thank you
for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show
on 3/5/15, Mrs. [redacted] purchased a ** washer and dryer both with a 24-month
Repair Service Agreement Plan.
 
After
researching Mrs. [redacted]’s complaint we found she contact our...

service
department on 6/10/15 stating the dryer has a burnt smell and has unplugged the
unit. Mrs. [redacted] was originally scheduled for repairs on 6/13/15 however;
due scheduling conflicts, her appointment was re-scheduled. We show on 6/15/15,
a technician was sent to assess the dryer; during inspection the technician
re-installed the vent hose, cleaned the heater coil and instructed Mrs.
[redacted] on proper use of the product.  Mrs.
[redacted] signed off on the technician service report acknowledging the repairs
were completed to her satisfaction. We sincerely apologize for any
inconvenience Mrs. [redacted] experienced during her recent service call. We
value Mrs. [redacted] as a customer and we continue to strive for 100% customer
satisfaction.
 
If we may be of further assistance, Mrs. [redacted]
may contact our Customer Service department at 1-877-358-1252.Kind regards,Kathryn J[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. If Mrs. [redacted] is able to provide documents to support her claim, we would be happy to look further into this matter. However; in our original response we provided a copy of Mrs. [redacted]’s signed invoice which list the reason for returning the unit was because she was not happy with the sound and picture. Mrs. [redacted] agreed, signed her invoice and paid the 15% restocking of $82.50 to return the unit. Therefore; at this time we are unable to waive the required 15% restocking fee to return the unit.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 [redacted] complaint. Our records show on [redacted],
[redacted] purchased a ** French Door refrigerator with a 48-month Repair
Service Agreement Plan.
 
We reviewed [redacted]
complaint and found he contacted our service department on [redacted]...

stating his
refrigerator was not cooling or freezing. Our records show on [redacted], Conn’s
agreed to issue an exchange under the Terms and Conditions of the Repair
Service Agreement due to there was a delay receiving the necessary parts to
complete repairs. We no longer have the same refrigerator [redacted] originally
purchased therefore; he was contacted and made aware that we will issue an
in-store credit of $2199.99 (original amount paid) to re-select another
refrigerator that meets his expectations. [redacted] may visit his nearest
Conn’s location to initiate the exchange.
 
We sincerely apologize
for any inconvenience [redacted] experienced as a result of the service delay.
We have also attached a copy of our food loss claim for [redacted] to submit if
any food was loss as a result of the refrigerator malfunctioning. 
 
If we may be of further assistance, Mr. Rolan
may contact Customer Service at [redacted].
Kind regards,
[redacted]










5/15/2015






Complaint

I visited str [redacted] on 4/16/2015 and made a purchase of a washer and dryer set that day. I was asked what day I wanted my merchandise delivered which was 4/19/2015. I was told the service center would call and confirm the delivery for that day 24 hrs in advance. I didn't receive a call that...

Saturday 4/18 so I just figured they would call the morning of the delivery since I didn't receive a call on the day before. I called the store from where I've made the purchase and was told to call the warehouse at [redacted] opt *. I spoke with SEVERAL different representatives [redacted] just to name a few was told something different by everyone regarding my appliances. I spoke with [redacted] and [redacted] whom I was told was the [redacted] over [redacted] guaranteed my hhusband and myself that he would get our merchandise on the delivery truck for 4/20 and and we would be the last delivery around 7:30pm. Because we stress to him we needed a later delivery because we work late hours. My husband left work today at 5pm so he could be here before 7. No one has called us we have called all day only to learn they messed up AGAIN and put our merchandise on a early morning delivery truck and no one is home everyone is at work or school. I called the [redacted] department again only to be given the run around all over again going into day two of this foolishness and it's 830pm cst. And I still haven't received my merchandise nor not one phone call from ANYONE regarding this matter







Consumer Business Dialog

[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.  Its been a on going problem and No yall didnt try to reschedule. Yall did leave a message on my voicemail stating, Service guy had to cancel on the same day. Yall stated I would have to make another appointment.. Yall didnt try to reschedule. I had to do it.. Its been more than enough time to get the problem fix, here it is 12/18/14 and still no repairs still no parts have arrived. This matter has not been handle by Conn's in a timely manner as I was told it would be. Yall service department have been telling me my parts will be here 2 wks ago. Im not happy with yall products or service at all. I as a consumer pay high dollars for the furniture. This is not what I expect of it. I still ask to be refund or Conn's can credit me on it.. As I stated I bought extra insurance just cause of this..It is embarrassing to have family or friends come over and know what I paid for Conn's Furniture and look all messed up.. That is not high quality.. Also yall dont seem to care a bit about how long it takes or even give a call to give me a update on it.. Not happy and dont want to continue to pay on junk and thats how I feel about it. If my furniture I bought from yall messed up in less than 6 months, I can just imagine what it would look like in 2yrs. I no longer want it fix.. Conn's have had enough time to do so.. I want it sent back and credit... Not my fault yall didnt meet yall agreement on it.. Poor quality at a high cost doesnt rub me right. Thank You.

Thank you for the opportunity to respond to Mrs. [redacted] complaint.  Our records show on 7/27/16, Mrs. [redacted] purchased a [redacted] 55” 4K UHD Curved LED TV that came with a limited 1-year manufacturer’s warranty; No additional RSA coverage was purchased through Conn’s.  Mrs. [redacted]...

elected to pickup her TV from our El Paso, TX location #176.  Mrs. [redacted] signed her invoice acknowledging her TV was received in good order and that she inspected her merchandise for damages for an exchange or price concession would not be authorized for damages discovered after the product leaves the store or warehouse.  We show Mrs. [redacted] contacted us on 7/28/16 a day after receiving her TV; stating when she plugged the TV in she noticed the TV was cracked.  Mrs. [redacted] was advised that she signed acknowledging her TV was received in good order and that once the product leaves the store or warehouse it is unable to determine when or how the damages could have occurred.  Mrs. [redacted] was advised that we would not be able to honor her request for an exchange; Mrs. [redacted] did not purchase any additional RSA coverage to review other options. If we may be of further assistance, 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.
Our records show on [redacted], Mrs. [redacted] purchased a Frigidaire refrigerator
with a 24-month Repair Service Agreement Plan and received delivery on [redacted] in good order.
 
We received Mrs. [redacted]’s...

complaint and found she contacted the
service department on four separate occasions dated from [redacted] to [redacted] stating
her refrigerator was over freezing.
·        
On [redacted] Mrs. [redacted]
contacted service stating the refrigerator was not cooling. The technician
found ice on the duct assembly which was not allowing airflow and removed the
ice; checked refrigerator and unit tested ok no parts were required to complete
repairs
·        
On [redacted] Mrs. [redacted]
contacted service stating the unit is over freezing. The technician removed and
reinstalled the Veggie dampers, educated Mrs. [redacted] on Veggie dampers
temperature; tested unit and unit tested ok no parts were required to complete
repairs
·        
On [redacted] Mrs. [redacted]
contacted service stating the refrigerator was freezing her food. The
technician did not find an issue with the unit over freezing however; he did
find the shelves were broken and informed Mrs. [redacted] that the damaged shelves was
not covered by the Repair Service Agreement Plan. Mrs. [redacted] was given an
estimate on the cost of repairs however; she declined service therefore the
order was cancelled.
·        
On [redacted] Mrs. [redacted]
contacted service stating the refrigerator was freezing her food. The
technician replaced the thermostat and tested unit; unit tested ok  
 
As of [redacted]; Mrs. [redacted] has not contacted us regarding any
further issues she is having with her refrigerator since repairs were completed.
At this time Mrs. [redacted]’s refrigerator does not meet the qualifications for an
exchange; the unit has been repaired. If Mrs. [redacted] is in need of service, she
may contact the service department at ###-###-#### to have a technician
re-assess her refrigerator. On 10/15/14, We mailed Mrs. [redacted] a food loss
claim to fill out and submit back to us for processing.
 
If we may be of further assistance, Mrs. [redacted] may contact us at
###-###-####.
 
 
[redacted]

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

installment contract on October 17, 2015.  She agreed to have the minimum monthly payments due on the 17th 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]’ 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.    Although Conn’s would prefer to keep the lines of communication open, we have placed a cease communications on the telephone numbers associated with Ms. [redacted]’s account.    Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention. Thank you, Cheryle [redacted]