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.  
I sent pictures of my refrigerator 3 x's to Jana's Manager's phone per request as I had to prove myself worth.  I was advised Jana's Manager would review the photo's and determine whether or not I get my missing door shelf's and missing Deli drawer which was included in the refrigerator we looked at Conn's and purchased and is also present in the refrigerator's own provided manual. I have included n a provided attachment of the refrigerator we purchased from Conn's. Conn's Manager Kathryn did ship the missing shelf but advised me their was no deli drawer for the refrigerator we purchased even though we purchased one on display having a deli drawer and the manual shows our model with a deli drawer in the main compartment. After an extremely long waiting period and many of my own personal hours working for many months to get what was due to us, Jana and Manager Kathryn of Conn's as a gesture of good will provided us with door shelf's so we can now use our refrigerator door more efficiently. We still have a huge empty space in our main portion of refrigerator we can not put to use, as they refuse to provide us with what should have come with any refrigerator (Deli drawer/Shelf). We are required to purchase the drawer if we need it. Looking through the paperwork we also discovered we are also being charged interest when the original program we were approved for was 12 months interest free financing. More surprises!  Our days doing business with Conn's is over. I will worn everyone I know of their poor customer service and poor treatment and dishonesty toward those who keep them in business. I plan to pay this debt off asap as to prevent more loses in the way of extremely high interest charges from Conn's.
Regards,[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s
complaint. Our records show on 12/28/14, Mr. [redacted] purchased
the [redacted]...

[redacted] living room furniture which consists of three pieces
(sofa, loveseat and rocker recliner) and elected to purchase a 48-month
FurnitureGard Plan. Mr. [redacted] furniture was delivered and received in good
order on 1/8/15.
 
We researched Mr. [redacted] complaint and found he contacted our
service department on 1/11/16 stating the leather is tearing on the
loveseat. A service appointment was scheduled for 1/20/16; during the inspection the serviceman found the leather is
cracking on the right inside back and also on the right inside/outside of the
arm casing. After reviewing the serviceman’s findings and photo’s provided at
the time of inspection, Mr. [redacted] was contacted and made aware that the
issues found on the headrest and armrest is a result of normal wear and tear,
which is not covered under the T&C’s of the FurnitureGard Plan. Please
refer to FurnitureGard T&C’s (Number 15: What Is Not Covered).
 
At this time we are unable to honor Mr. [redacted]’s request for an
exchange; based on the serviceman’s report and photo the reported damages are a
result for normal wear and tear from everyday use.   
 
 
If we may be of further assistance, Mr. [redacted]
may contact Customer Service at1-877-358-1252.
 
Kind regards,
 
Dyeisha W[redacted]

Thank you for
the opportunity to respond to Mrs. [redacted] concerns regarding account
[redacted].  Mrs. [redacted] stated her
husband scheduled a payment to post to the account on July 28, 2015; however,
Mrs. [redacted] called on July 24, 2015 and stated she was going to go into the
store and...

make the payment, but the payment as drafted from her account on July
28, 2015 anyway.
According to
our records, Mr. [redacted] called on July 21, 2015 and scheduled a payment to post
on account [redacted] on July 28, 2015. 
Mrs. [redacted] was contacted on July 24, 2015 regarding the payment that
was due on account [redacted].  Mrs.
[redacted] stated she was going to go into the store to make the payment on account
[redacted]; however, there was no mention to cancel the payment that was
scheduled to post on account [redacted]. 
On July 29,
2015 Mrs. [redacted] called and stated she did not authorize the payment to process
on July 28, 2015.  The information was
forwarded over for research.  On August
21, 2015, Mrs. [redacted] requested the refund be canceled and to let the payment
to post to the account. 
We value Mrs.
[redacted] as a customer and appreciate her for bringing her concerns to our
attention. We have attached a copy of Mrs. [redacted] payment history 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.  
Problem:I had previously filed a complaint against Conn's in 2015 (Case #[redacted]) when I purchased an oven from them which they refused to return. When installing my oven, they broke my counter and their solution was a $250 reimbursement, which is when I contacted the Revdex.com. A year later, they still have not paid the reimbursement for me having to replace all of my kitchen counters and I cannot get anyone to respond. It's been over a year now and this nightmare is still continuing. I just want what I was promised as part of their resolution in their Revdex.com response.TranslateDesired Resolution / OutcomeDesired Resolution:Refund
Regards,
 











7/10/2015






Complaint

From the beginning this has been a customer service / product issue debacle. I purchased a bed from Conns (via the phone after shopping and choosing in persone - with a helpful service agent) I had to go in the next day to sign paperwork and set up delivery. When I arrived the Manager was upset...

that the order had not been set up. He then did this and we went over the paperwork. The extended warranty that I was told was no more than $100 was now $250 - therefore we had to redo that as I declined it. The 2 year no interest financing I was told I was getting was now a 1 year deal. I dealt with the frustration and signed the paperwork. I then received a call confirming delivery of the product - only it was the wrong product. I then had to start the process over - extending the time it took to get the bed (while being charged more for the bed I originally wanted) As I had out of town guest coming in this was not ideal. The bed was then delivered with no bed frame. When I called to check on this I was told that they do not come with fr[redacted] - when I stated that I was never told this (had it been mentioned I would have purchased one) - J[redacted] the store Manager then told me that he would get one to me within a day (as my out of town guests were now sleeping on a bed on the floor) - This never happened - weeks later I am still waiting. Also the bed delivered is NOTHING like the bed in the show room. No one will help me with a return. I am being told I HAVE to keep the product for 30 days (which then conveniently brings us into a payment period) and then will only be able to exchange - most likely not return. I have reviewed this store poorly via [redacted] and when I tried to give a poor review to their corporate website - it was censored and not posted. I have now been told (weeks into this - and after I threatened to get a lawyer involved) that due to the fact that I said the word 'lawyer' that corporate instructs the employees to not have any contact with me.
Product_Or_Service: [redacted] Matress
Order_Number: [redacted]-001
Account_Number: account under [redacted]







Desired Resolution

DesiredSettlementID: Refund
I am asking the store to pick up the bed that is nothing like what I ordered - and refund me in full for this. I just want to be finished with wasting my time dealing with this horrendous company.

Consumer Business Dialog

Thank you for
the opportunity to respond to Mrs.[redacted]'s additional concerns. Mrs.[redacted]has been
contacted regarding her concerns and Conn's has agreed to replace her refrigerator
that was purchased with us on 9/8/14. In addition, we have agreed to reinstall
the door handle and gasket on her older refrigerator. The parts have been
ordered; once received Mrs.[redacted]will be
contacted to schedule an appointment to install the part.
 
Kind regards,
 
Kathryn J[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 tried calling this business to move forward with getting TV Swapped out and no one knows what I am talking about and no one knows the rep who posted this resolution.I want conns to do 3 things to happen.1. Conns to come and swap TV with no more jumping through hoops2. Reset the financing 3. Apologize Thank you kindly Please respond with a time to exchange the TV I will be there [redacted] 
Regards,

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding account [redacted]9732
and [redacted]9733.  Ms. [redacted] stated she has
automatic payments scheduled on her two Conn’s accounts.  On Sunday September 20, 2015 a payment was
processed for each account and on September 21,...

2015 a second payment was
processed on each account in error. 
According to
our records, a payment was processed on each of Ms. [redacted]’s accounts on
September 20, 2015.  Additionally, a
second payment was processed on each account on September 21, 2015.  On September 24, 2015 one payment was
credited to each of Ms. [redacted]’s accounts due to the error.  We ask that Ms. [redacted] please allow 3-5
business days for the credit to process. 
We have
attached a copy of Ms. [redacted]’s payment confirmations for each account as well
as the payment credit confirmation for each account. 
We value Ms.
[redacted] as a customer and sincerely apologize for any inconvenience she may have
experienced due to this matter.  Thank you,Cheryle S[redacted]

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 exchange was made on 7/20/15 and as of today (7/21/15) is working.  However,  I still believe that having to take my complaint to the Revdex.com to get action says a lot about the type of company they are and the type of customer service they provide.  Thank you Revdex.com for helping to get my situation with Conn's Home Plus taken care of.  If it hadn't been for your help I truly believe that I would still be at battle with this company.

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 serviceman that came out told us he was new with the company. I explained to him one of the scratches was in fact from my dog. The peeling on the recliner is obviously not dog related. You can tell by looking at it. He said he would turn in the pictures and I could call to let them and explain what the others scratches and peeling is from. I called and explained what they were but they had already closed out the call. I spoke with Rhino, the store manager and he also said that it should be covered. I know that pet scratches are not covered. I would never have called and did a claim if they were pet related. I purchased this expensive set of living room furniture based on the covert for the warranty we purchased. I want the furniture fixed. I got tired of getting the run around from the store manager that I contacted Revdex.com and other sources as well. If the damages to my furniture was pet related I would not have started a claim. I am aggravated with being told its pet damage and it's not. 
[Provide details of why you are not satisfied with this resolution.]
Regards,

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on6/7/15, Mrs. [redacted] purchased a [redacted] side-by-side refrigerator and elected to purchase a 48-month Repair Service Agreement Plan.   We researched Mrs. [redacted] complaint and found she contacted...

our service department on9/14/16stating her refrigerator is leaking from the bottom and the ice maker is not working. A service appointment was scheduled for9/19/16; during the inspection the technician found parts were needed for repair. Once the parts became available the technician returned to Mrs. [redacted] residence on9/27/16and installed a new run capacitor and starter to complete repairs. We show Mrs. [redacted] contacted service again on10/1/16stating the unit it not cooling and ice maker still not working. A service appointment was scheduled for10/3/16; during the inspection the technician found a new part was needed. However; due to the delay Mrs. [redacted] refrigerator was approved for an exchange for up to $999.97 which is the original amount paid. Our records show Mrs. [redacted] re-selected a ** side-by-side refrigerator for $1299.99 which is scheduled for delivery on10/21/16. We also verified that Mrs. [redacted] food loss claim was received and approved for $132.00 based on the information she submitted.   We sincerely apologize for any inconvenience Mrs. [redacted] experienced during this process.    If we may be of further assistance, Mrs. [redacted]  may contact us at1-866-765-1513     Kind regards,   Dyeisha [redacted]

Thank you for the
opportunity to respond to Mr. [redacted]’s additional comments.  In our previous response we offer to credit one
monthly payment in the amount of $292.67 and also apply a $50.00 credit to Mrs.
[redacted]’s account.  We asked that Mr.
[redacted] contact us directly if he agreed...

to the terms.  Our records show we were not contacted
regarding the credit prior to 6/23/15. 
Once we received confirmation both credits were applied to Mr. [redacted]’s
account on 6/24/15.
 
We have included a
copy of Mr. [redacted]’s general loan ledger confirming the credit has posted.   
 
 
 
Sincerely,
 
Kathryn J[redacted]

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 6/27/16, Mrs. [redacted] purchased a Hewlett Packard Envy Touchsmart notebook and elected to purchase a 37-month Repair Service Agreement Plan. We researched Mrs. [redacted] complaint and found she brought...

her notebook into service 7/23/16 stating the unit would not turn on. Mrs. [redacted] notebook sent to the service center on 7/25/16; during the inspection the technician found a part was needed for repair. Upon installing the part, the technician found another issue with the motherboard and had to order additional parts to complete repairs. Due to the time-frame the parts would become available, Conn’s agreed to issue an even exchange on the unit. Mrs. [redacted] was contacted and made aware that she may return to Conn’s to initiate the approved exchange. Our records show on 8/11/16, Mrs. [redacted] processed her exchange and signed acknowledging she received her new unit in good order. We sincerely apologize for any inconvenience Mrs. [redacted] experienced as a result of the delay. If we may be of further assistance, Mrs. [redacted] may contact us at [redacted] Kind regards, Dyeisha [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 ID [redacted] find that this resolution would be satisfactory to me.

Thank you for the opportunity to respond to Mr. [redacted] concerns regarding collection calls.  Mr. [redacted] stated he has been receiving collection calls since June 10, 2015.We were unable to locate telephone number [redacted] provided by Mr. [redacted] in our system.  We have attempted...

to contact Mr. [redacted] to see if he would like to provide an additional telephone number for further inquiry; however, we were unsuccessful.  If Mr. [redacted] would like to provide any additional telephone numbers, we will be glad to investigate further.   Thank you, [redacted]

Thank you for the opportunity to respond to [redacted] concerns regarding his
credit application.   
Upon further review, we understand that [redacted]  received a "pre-approval"
offer.  As explained in our previous reply, many factors are reviewed before an
offer of credit is decisioned as approved or denied.   
It appears at the time of [redacted] credit application, we did not
receive his "pre-approval" status and apologize for that inconvenience.   
In order to fully decision his request, we ask that [redacted] contact his local
store to assist us in gathering more details. 
We value [redacted] as a customer and sincerely apologize for any inconvenience
he has experienced due to this matter.   Thank you, [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. After further review of Mrs. [redacted]’s complaint, we confirmed that the stairs were refused at the time of delivery and sent back to the warehouse. There was a delay processing the credit to Mrs. [redacted]’s account due to the invoice...

was completed in error. However; We spoke to Mrs. [redacted] on12/18/16regarding her complaint and informed her that we processed a credit of $256.19 to her [redacted] account. We ask to please allow 3-5 business days for the credit to reflect on the account.   We sincerely apologize for any inconvenience Mrs. [redacted] experienced as a result of the delay.   If we may be of further assistance, Mrs. [redacted] may contact us at1-866-765-1513.     Kind regards,   Dyeisha W[redacted]

Thank you for
the opportunity to respond to [redacted] concerns regarding an account. 
 
[redacted]
account is financed with [redacted]. 
Conn’s does not have access to [redacted] accounts. 
 
[redacted] will
need to contact [redacted] to have...

her concerns addressed further.Thank you,[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 am DONE arguing about this, as I said in my previous responses, clearly Conn's refuses to do the right thing in this matter, and refused to do the right thing from the start.  They can try to hide behind their policies and continue to ignore the other details, facts, and such that were mishandled from the beginning and continue to try to make it seem like I am not making a justified complaint. I extended the opportunity through the Revdex.com for Conns to have mad with right as the mistakes that were made at the start of this purchase and continued when,  in good faith,  contacted them about the problem with full expectation that it would have been handled properly. I will continue to pursue legal and other remedies available to me, and I definitely do have the documentation and other evidence that I need to support my position. Conns was given the chance to make it right here and they refuse and their responses continue to demonstrate they feel they have no accountability or other responsibility to do right by their customers. I have received this message loud and clear. This complaint can be closed but it sshouldnot, under ANY circumstances, be considered or marked as having been satisfactorily resolved and I would. Like to further have it noted here that not once has conns extended am apology for the rudeness I have dealt with especially at the start of this nightmare experience, nor has this company done anything to attempt to make this right. The only thing they have done is insist they are totally innocent and hide behind a policy which I had not been rightfully informed of and then attempt to make it look as if I have been unreasonable or trying to get something over on them. I simply and still only want the product I contracted to buy... And the TV I received from them was broken... It is sheer nonsense they feel I should be okay with having gotten a TV broken and that they think I should be happy with that had to be repaired straight out of the box. It is just shame full and I am done trying to get them to do the right thing. I will pursue other remedies as mentioned to protect my rights as a consumer. And make sure everyone knows the company looks to protect its own backside instead of doing the right thing by its customers. 
Regards,

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on6/4/16, Mrs. [redacted] purchased a [redacted] Convertible Notebook and elected to purchase a 37-month Repair Maintenance Agreement Plan.   We reviewed Mrs. [redacted]’s complaint and found she contacted our...

service department on 6/13/16stating her notebook boots to hard disk failure error. Mrs. [redacted] notebook was sent to Conn’s service center on6/17/16; during the inspection the technician found parts were needed for repair. The parts were ordered through the manufacturer however; there has been a delay receiving the parts to complete the repairs. Therefore; Conn’s has agreed to issue an even exchange on Mrs. [redacted]’s notebook due to the delay. Mrs. [redacted] may visit her nearest Conn’s to initiate the approved exchange.   We sincerely apologize for any inconvenience Mrs. [redacted] experienced as a result of the service delay.   If we may be of further assistance, Mrs. [redacted] may contact us at1-866-765-1513.   Kind regards,   Dyeisha [redacted]

Thank
you for the opportunity to respond to Mr. [redacted]’s complaint.  Our records
show on 11/17/14, Mr. [redacted] purchased a
[redacted] high efficiency washer and dryer with a (48-month Repair Service
Agreement).  Mr. [redacted]’s signed invoice indicates at the time of purchase
he acknowledged...

he was provided a copy of the Repair Service Agreement brochure
and that he understood the coverage associated with the product(s).  Mr.
[redacted] elected to have his washer and dryer delivered; prior to completing Mr.
[redacted]’s delivery he requested to have his old washer and dryer relocated to a
different area in his home.  Mr. [redacted]’s delivery was completed on 11/19/14.We
researched Mr. [redacted]’s complaint and did not find where he has made any attempts
to contact us regarding the alleged damages to his previously owned washer
prior to receiving his complaint. Therefore, we are unable to honor Mr. [redacted]’s
request to fix his previously owned washer; we cannotdetermine
when the reported damages may have occurred since it was not brought to our
attention at the time of delivery.If
we may be of further assistance, Mr. [redacted] may contact our Customer Service
Department at [redacted].Kind
regards,
Jana A[redacted]