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.  
Again, the cash option should not be the original cost of merchandise including what was cancelled. It should be based on what I actually purchased. 
Regards,

Thank you for the opportunity to respond to Mr. [redacted]s complaint.  Our records show on July 9, 2016, Mr. [redacted] purchased a [redacted] reclining sectional set which consisted of three pieces (sofa, loveseat, and wedge) with a 36-month Furnituregard Plan on all three...

pieces.  Mr. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase which states:No Returns/Exchanges on -Furniture, mattresses, décor &accessories unless inspected by a Conn’s Service Technician and found to have a manufacturer’s defect ** Mr.[redacted] elected to have his furniture delivered; which was completed on July 11, 2016.   We researched Mr. [redacted]s complaint and found he contacted us on July 18, 2016regarding the [redacted] reclining sofa and loveseat; stating the stitching was coming loose, the middle console had a gap, the cushions were lower, and the units were broken.  We attempted to schedule Mr. [redacted] for service; however we were unable to locate a provider in Mr. [redacted]s area therefore his sofa and loveseat were submitted for a repair review for a possible exchange.  On July 20, 2016, Mr. [redacted]s exchange was approved under the Terms and Conditions of the manufacturer’s warranty.    On July 27, 2016, Mr. [redacted] contacted us regarding the third sectional piece (the wedge); Mr. [redacted] requested to have the wedge exchanged.  Mr. [redacted] was advised on July 29, 2016, that an exchange was only approved for the sofa and loveseat, because no issue was reported with the wedge.  Therefore, we were unable to honor his request to have the wedge exchanged.  As ofSeptember 8, 2016, we confirmed both pieces the [redacted] sofa and loveseat model numbers ([redacted] and [redacted]) are in stock and available for immediate delivery.    At this time we are unable to honor Mr. [redacted]s request to exchange his wedge.  Mr. [redacted] may visit his nearest Conn’s location to initiate his exchange and schedule delivery.   If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at1-877-358-1252.     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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
when they took the money they overdrew my account in the amount of 37.00 dollars which I feel they still owe me. I did get the one hundred and seven dollars and twenty three cents on 10/02/2015. They say they don't owe me the thirty seven dollars I say they do [redacted]

Thank you again for the opportunity to respond to [redacted]'s concerns regarding phone calls received on her account.  As stated in our last response the telephone number in question has been removed from our system. 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.  The couches were both damaged further by your service technician when he hastily, forced the zipper on the cushion causing the zipper to get caught in the stuffing & as a result the case does not close. This is not a warranty or defect as our warranty describes, it is damaged caused by your warranty station & therefore not categorized as a warranty issue. I come home daily & have to pick up white stuffing from all over my living room, get on my back, go under the couch, & stuff it back in. The springs I understand your position with regard to the warranty even though I am disgusted with the quality of these couches. They protrude to the point of being painful when lying on them. I've never paid 4 figures for a product that is an absolute lemon of craftsmanship. I have faithfully paid you folks on time & know what good companies do. Despite what you have in writing on the contractual warranty if you sell the customer a piece of junk you replace it because you take pride in your work & want your customer to be proud of doing business with you. Its intrinsic & a best practice, unspoken policy in all companies I've run to get my customer happy within reason. Right now I have 2 pieces of furniture in my home that I cant even use, We use blankets on the floor. Your timeline to repair what your tech destroyed is not reasonable. Thank you for your reply, I hope to get this issue behind me.    
Regards,
[redacted]
  [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. We researched Mr. [redacted]’s complaint and found that his issue is being addressed directly with the service manager. Conn’s has agreed to order a new bottom door from the manufacturer due to the damages Once we received the...

parts, Mr. [redacted] will be contacted to schedule a date of installation. We appreciate Mr. [redacted] for bringing this matter to our attention and we sincerely apologize for any inconvenience experienced during this process. If we may be of further assistance, Mr. [redacted] may contact us at 1-866-765-1513.  Kind regards, Dyeisha W[redacted]

Thank you for the additional opportunity to respond to Mr. [redacted]’s concerns regarding his account.  Mr. [redacted] received one check for returning his Repair Service Agreement.  The other check that was sent to Mr. [redacted] was for an insurance reimbursement.  These checks came from two different departments; therefore, he would not have been notified, because they came from two separate requests.  Additionally, the insurance check was mailed to the address Conn’s had on file for Mr. [redacted].  He did not provide the updated address until he called to check the status of the insurance refund.  Again, if Mr. [redacted] has not received his refund check, we ask that he contact us so we may track the check.   Thank you, Cheryle [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.  
I have paid off my account. I would like to say that the history of payments attached in the last email was incorrect, and I verified that at the store and against my receipts, but that's besides the point. The amount due matched what I had calculated. I appreciate that this matter was finally taken care of.Sincerely,[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments.  As of August 31, 2016, Mrs. [redacted] has received the additional slats offer.    If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha W[redacted]

Thank
you for the opportunity to respond to Mr. [redacted] complaint. Our records show
on 8/17/14, Mr. [redacted] purchased an Asus Touchscreen Laptop with a 25-month
Repair...

Service Agreement Plan.
We
reviewed Mr. [redacted] complaint and found on 3/9/15; Mr. [redacted] brought in his
ac adapter to his local Conn’s stating the laptop would not charge however; the
technician notated that the laptop was also needed to accurately diagnose the
issue he was experiencing with the unit. We apologize for the miscommunication
Mr. [redacted] received regarding the items needed to complete the assessment. In
attempts to expedite service, we contacted the manufacture in attempt to order the cord
without sending in the laptop but we were unsuccessful. The manufacture
requires the product to be shipped directly to them in order to assess the
laptop as well as the power cord to determine the cause of failure. Although
Mr. [redacted] purchased Conn’s Repair Service Agreement, the agreement is effective
during the terms of the manufacturer’s warranty and does not replace the
manufacturer’s warranty but provides certain additional benefits during the
term of the manufacturer’s warranty. 
Mr. [redacted] has been
made aware that our Conn’s store locations are unable to assess and repair the
laptop locally; the unit must be assessed by a certified technician. Mr. [redacted]
may choose to bring his laptop and power cord to his nearest Conn’s to be sent
to service or he may contact the manufacture directly at [redacted] to
receive information on shipping the laptop directly to them for service. We
sincerely apologize for any inconvenience Mr. [redacted] experienced during this
process.
If
we may be of further assistance, Mr. [redacted] may contact customer service at [redacted].
 
Kind
regards,
 
Kathryn
J[redacted]

Thank you for the opportunity to respond to Mr. [redacted] concerns regarding account [redacted].  Mr. [redacted] stated he is being charged double interest on his account when it was supposed to be interest free.   According to our records, Mr. [redacted] signed a 32-month retail installment...

contract on August 27, 2015.  That contract included our 12-month no-interest financing promotion (“cash-option”).  Mr. [redacted] agreed to have the minimum monthly payment due on the 6th of each month.  On October 3, 2015, Mr. [redacted] requested to have his due date changed to the 15th of each month.  That request was completed.  On May 19, 2016, Mr. [redacted] requested his due date be changed to the 18th of each month.  As a gesture of goodwill, the second request to change Mr. [redacted] due date was processed.   Per the terms of the “cash-option,” the “cash-option” is void if the minimum monthly payment is not paid within 10 days of each month’s due date or the unpaid portion of the total cash-option price is not paid within 10 days of the expiration date. Mr. [redacted] ‘cash-option” was void due to payments not being made timely on the account.  We have included a copy of Mr. [redacted] signed “cash-option acknowledgment page and payment history for his records.    Conn’s respectfully disagrees that Mr. [redacted] is being charged double the interest on the account.      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.  Our records show on 10/07/16, Mrs. [redacted] purchased a [redacted] side by side refrigerator with a 48-month Repair Service Agreement.  We were able to confirm Mrs. [redacted]’ refrigerator qualified for FREE DELIVERY;...

therefore the cost of $79.99 was concession from her invoice at the time of purchase.  Mrs. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase which 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.  She also signed her invoice acknowledging she was provided a copy of the Repair Service Agreement brochure and understood the coverage associated with the covered product.  Mrs. [redacted] elected to have her refrigerator delivered; which was completed on 10/10/16. We researched Mrs. [redacted]’ complaint and found she contacted her local Conn’s on 10/11/16; which contacted our delivery department.  The representative stated; Mrs. [redacted]’ refrigerator was making a loud noise.  The representative was advised that we would need to have a technician come out and assessed the unit before we could issue an exchange.  On 10/14/16, a service call was created.  Our records indicate we have attempted on several occasions to schedule Mrs. [redacted] for service to have her refrigerator assessed, however we have been unsuccessful.  We show as of 10/31/16, Mrs. [redacted] is currently scheduled for 11/02/16.  Once the unit has been assessed and we have the technician’s report we will be able to determine what further action is needed.  At this time we are unable to honor Mrs. [redacted]’ request to exchange her refrigerator.  If we be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252.   Kind regards,  Jana [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 called the same day and spoke with a gentleman by the name of Warren [redacted] about the refrigerator issue and the set up. He then told me he would call me back and is getting in contact with someone to have this resolved. He never called me back. I had to call back when I realized my rug was not delivered he than put me on hold and told me that his manager by the name of dawn told him she would have to request for the ticket to be opened and in 24 hours I could come get the rug. So 48 hours latter I tried to get the rug and was told it was still not opened and they were still waiting for it to be opened. A WEEK passed by and it was still not opened I called an 800 number to be told they didn't even try to open it yet and they would do it. I told the lady I spoke with I just want it cancelled and I will get a rug somewhere else. Also when speaking with warren about the fridge I asked about the set up and he said he thought it was easy enough to do on our own so we were not offered the set up fee. HE MADE THE CHOICE ON HIS OWN. HE APOLOGIZED FOR THAT AND THAT IS FINE. BUT WHEN YOUR EMPLOYEE TELLS A CUSTOMER THEY NEED TO FILE A COMPLAINT WITH Revdex.com AND [redacted] requesting money back FOR THE WAY THEY WERE TREATED AND PROCEEDS TO SAY HE IS RESIGNING BECAUSE HE IS ASHAMED you should know you did wrong! Needless to say, I did call and report my issues as well as checked for a week about my rug and was told by an EMPLOYEE I was treated worse than anyone they have seen and I need to request my money back. and they were resigning there is a HUGE PROBLEM with how Conns does business.  I can also get my job to pull the recorded phone calls if I need to go that far. I can take this further than just Revdex.com no problem if needed (perks of being family to a news producer) 
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,
 1) nobody ever said I had a 30 day exchange, if that were true we would not be in this situation!   I was told 24 hours from leaving the store was the exchange policy.  I did call the 2nd day of bringing the unit home and spoke with a Store Supervisor, Richard, who told me I can will have to set up a service ticket and they will have to approve the exchange at the store.  I called Service and they told me I would have to pay for the tech to come out, i advised that is not going to happen that I just bought the TV they apologized and stated to have my internet connection checked or upgraded.  I became irrate and they disconnected the call.   This issue has been on going since I brought the TV, I upgraded my internet, wirless router and my modem, still the TV is not working, I have called numerous  with several departments.  Currently another service call is set up for this Sat 8/15/15 due to their Service Tech not showing up and wasitng my time last week.  This company is truly playing games and passing the buck to many different departments and not taking responisbility for their poor customer service discrepencies and ill service.  I have statements from an ex employee who wishes to remain annonoymous that says this store in particular re packages returned items and sells them as new.  I will be speaking to a lawyer if this is not approaitely resolved.  I am the consumer and should not be treated with such disrespect.

Thank you for the opportunity to respond to Mr. [redacted] complaint. Our records show on 5/6/16, Mr. [redacted] purchased a “sold as is” clearance model ** Black Top Mount refrigerator and elected to purchase a 24-month Repair Service Agreement Plan. Mr. [redacted] elected to pickup his...

refrigerator and signed acknowledging the item was received in good order. We reviewed Mr. [redacted] complaint and found he contacted our service department on 5/10/16 stating when he close the bottom door on the refrigerator, the top door opens. A service appointment was scheduled for5/11/16; during the inspection the technician found the refrigerator did not have any damper adjustments but was able to adjust the front feet down to lean back the refrigerator in order to help the unit self close; no parts were required. We show Mr. [redacted] contacted our service department again on 5/27/16regarding the same issue. A different service technician was scheduled for5/19/16 and found the unit was functioning up the manufacturer’s specification; no problems were found. We confirmed with the store manager that Mr. [redacted] dropped off his refrigerator at our Conn’s located in Harlingen, TX without authorization and abandoned the unit. Mr. [redacted] has been reminded that his refrigerator was purchased as a “sold as is” clearance model and all sales is final. At this time we are unable to honor Mr. [redacted] request, Conn’s has a No Return or Exchange on clearance items. We verified that Mr. [redacted] refrigerator is still at the location where the unit was abandoned. Mr. [redacted] will need to pick up his refrigerator before it is disposed. If we may be of further assistance, Mr. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint. After further review of Mrs. [redacted]’ service needs, Conn’s has agreed to issue an even exchange on her dryer due to the delay scheduling her initial service appointment. Our records show Mrs. [redacted] was contacted and informed...

that her new dryer is schedule for delivery on 12/21/16. 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 1-866-765-1513.  Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to Ms. [redacted]’s complaint.  Our records indicate that on 3/18/17Ms. [redacted] purchased [redacted] Furniture, [redacted] Table, and six [redacted] Grey Chairs each included a one year limited manufacturer’s warranty. Ms. [redacted]’s signed...

invoice acknowledges that she received a copy of the Return and Exchange policy.  Our Return and Exchange Policy states: No returns or exchanges on furniture.  If your product fails while under manufacturer’s warranty or Conn’s FurnitureGard Service Plan, Conn's Factory Authorized Service will repair your product according to these warranties.  On 3/20/17 Ms. [redacted]’s furniture was delivered as promised. After reviewing Ms. [redacted] complaint, we show that upon delivery one of the chairs was unbalanced. On 3/22/17 we went back out to delivery an undamaged chair. Upon delivery Ms. [redacted] informed the delivery team that two other chairs were experiencing issues. Our delivery team has since reached out to Ms. [redacted] to go out to repair the chairs with new hardware.  If we may be of further assistance, Ms. [redacted] may contact our Customer Service Department at1-877-358-1252.  Kind regards, Kristal [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.  
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]











2/9/2015






Complaint

On [redacted], my [redacted] and I went into the [redacted] Conn's store to purchase two bedroom suites. I was approved for a Yes Money account to make payments over time and we proceeded to pick out the furniture sets and pieces we wanted to be delivered. At that time I was advised by the store...

manager/[redacted] that one nightstand for the queen [redacted] bedroom suite was missing and the foot board for the [redacted] king bed was missing. The manager advised this would take about two more weeks to get the missing pieces in for delivery. A few days after we purchased the furniture, we received most of the two bedroom suites, minus the missing pieces of 2-nightstands, and 1-King bed set. Following that initial delivery I was notified that the missing pieces was coming into the warehouse and I would received them the next day, but after waiting all day for the delivery, I had to call to find out the missing pieces were not there yet and still on back order. Went through this same process several times with me being the one to wait all day and finally having to make contact to find out still no furniture or delivery. Now that we are soon to be 5-months out of still not having all of my purchase I am livid and at my wits end. No one should have to go through this type of [redacted] from any retailer. I have talked to the Corporate office, store manager, district warehouse manager, and would else would listen but still no resolution to this problem. I even ask them to check with other stores in other states, the furniture manufacturer/[redacted], and to forget trying to find a foot board for the bed in the warehouse and order a complete new bed will all pieces included so I can have everything due me according to the terms of our contract agreement. Should I contact an attorney, the local media, the state attorney general, or continue to let this go to the point it really should not have to. Any help will be wonderful. I also filed a complaint with Consumers Affairs and am waiting for their response. All I want is what is rightfully mine that I am paying for; it shouldn't be this difficult. Thanks!







Desired Resolution

I would love for Conn's to locate all three pieces of furniture and deliver it to my residence. I would like this problem to be resolved prior to the end of this month.

Consumer Business Dialog

Thank you
for the opportunity to respond to Mrs. [redacted] complaint. Our records show on
8/21/14, Mrs. [redacted] purchased a GE gas range with a 48-month Repair Service
Agreement Plan an elected Conn’s Installation service; Mrs. [redacted] range was
delivered and installed on 8/22/14 by Conn’s...

Installation team.
After
further review and research of Mrs. [redacted]’s complaint, we found there was a problem
with the original installation.  As of
10/10/14; we have verified that Mrs. [redacted]’s range has been re-installed by our
Houston delivery team and no further issue has been reported.  We sincerely apologize for any inconvenience
Mrs. [redacted] experienced as a result to the installation.
 
If
we may be of further assistance, Mrs. [redacted] may contact us at [redacted]
 
Kind
regards,
 
[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on 7/07/16, Mr. [redacted] purchased a [redacted] bed which consisted of three pieces (headboard, footboard, and rails) with a 36-month Furnituregard Plan on all three pieces, a [redacted] Tropic Water queen...

mattress that came with a limited manufacturer’s warranty, a [redacted] queen box spring that came with a limited manufacturer’s warranty, a [redacted] mocha reclining loveseat and recliner that came with a limited 1-year manufacturer’s warranty on both pieces, and a [redacted] power recliner with a 36-month Furnituregard Plan. Mr. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase which states:No Returns or Exchanges on -Furniture, mattresses, décor & accessories unless inspected by a Conn’s Service Technician and found to have a manufacturer’s defect. **Mr. [redacted] elected to have his items delivered; which was completed on 7/09/16. After researching Mr. [redacted]’s complaint we found he contacted us on 7/20/16 regarding his [redacted] power recliner; stating the unit was damaged during delivery. After reviewing Mr. [redacted]’s service history we found an exchange was approved to replace his recliner. Our records indicate Mr. [redacted]’s new recliner was delivered and received on8/10/16in good order. In regards to Mr. [redacted] returning his bed frame; Conn’s has a No Return & Exchange Policy on Furniture, mattresses, décor & accessories. Therefore, we are unable to honor Mr. [redacted]’s request to return his bed frame. If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252. Kind regards, Jana [redacted]Customer Relations