Conn's Home Plus

Thank you for
the opportunity to respond to Mrs. [redacted]’ concerns regarding account
#[redacted].  Mrs. [redacted] stated there
was an overpayment processed on her account in January 2015; however, she has
not received her refund check for the overpayment.
 
According to
our...

records, we received a payment in the amount of $120.00 on February 1,
2015.  This overpaid the account by
$120.00.  Mrs. [redacted] called to report
the overpayment and Conn’s issued a refund check in the amount of $120.00 to
Mrs. [redacted] for the overpayment.  Mrs.
[redacted] received the refund check in the amount of $120.00. 
 
Mrs. [redacted]
called and stated she received the check; however, her child damaged the check
and she requested the check be canceled and reprocessed. 
 
We have reprocessed
the check request and the request for a new check has been processed.  Mrs. [redacted]’ new refund check will be
mailed out on June 26, 2015.  We ask that
she please allow 7-10 business days for processing.  If Mrs. [redacted] does not receive the new
refund check within 7-10 business days, we ask that she contact us directly so
we may track the check.
 
We value Mrs.
[redacted] as a customer and apologize for any inconvenience she has experienced
due to this matter.   Thank you,Cheryle [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on1/15/16, Mrs. [redacted] purchased a “floor model” [redacted] refrigerator and elected to purchase a 24-month RSA Plan.We attempted to contact Mr. [redacted] on4/21/16to discuss his concerns but were...

unsuccessful in our attempt. We researched Mr. [redacted]’s complaint and found a credit of $142.03 was posted to Mrs. [redacted]’s account on1/28/16due to damages found on the refrigerator at the time of delivery. Although we are unable to verify that Mr. [redacted] was offered a concession for delivery charge, Conn’s has agreed to issue a credit of $99.98 ($79.99 for delivery fee and $19.99 for water hose) as a gesture of goodwill. We ask to please allow 7-14 business days for the credit to post to Mrs. [redacted]’s account. We sincerely apologize for any inconvenience Mr. and Mrs. [redacted] experienced during this process.If we may be of further assistance, Mr. [redacted] may contact our Customer Service department at1-877-358-1252.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], and find that this resolution would be satisfactory to me.  
  I have decided to accept the credit to my account of the cost of the defective furniture I purchased and received , only because I was told by [redacted] that that was my only option. That I could not get my money ive paid in and getting out of the ridiculous contract I was persuaded to sign with not realizing the sales man [redacted] added an extra 3,000 to my contract for unnecessary accidental insurance and all types of other costs that really weren't needed I was 22 when I originally got lured to sign the contract. I spoke to [redacted] on Thursday she said they were putting the info in their system that they decided to give me the exchange credit and she was to get back to me on Friday the 17th. I received a call from another person telling me that I could go pick out new furniture. I expressed to the person that I had issues with the past due balance I have with conns and she said she couldn't help but she would leave a message or put it in the system. Im guessing neither of those things were done. I have gotten no response since Friday.  Since Friday the 19th I have been calling [redacted] and leaving messages, still no response and it is 4 pm on Wednesday 22nd. My reason for wanting to speak with her is because I have already tried talking to the credit collectors that have been calling my phone 30 times a day since august 26 when I missed my first payment EVER because of the horrible service I was getting from conns after I made my initial complaint about my furniture being defective from day one. I even went to the corporate office in [redacted]. They didn't even want to help me as I have informed you.  So therefor I didn't not pay the bill on august 26 or September 26 because of all the lies they were telling me and the horrible service and no one wanting to see what the problem was they just wanted their money. I thought if I didnt not pay they would actually call me asking what they could do to help and find out why I hadn't paid the bill for the first time ever. That was not the case I have not been able to use my cell phone since august 26 because of all the credit calls. I've explained to the creditors that I would have never missed a payment if I hadn't got DEFECTIVE furniture from their business. I would have never missed a payment if Conns were doing what they should have done to help me get something figured out, instead they continued to not care and lie and give me the constant run around and take advantage of me. I had never missed a payment and never intended to nor have I been late.  My credit is on the line I have over a $6,000.00 contract with this business and they had no intentions of helping me and ruining my credit because they didn't wanna give me my money back and let me be done with alll this stressful mess and unprofessional service I have got since the day I requested help from them for costly furniture that was DEFECTIVE. I feel that I should not be responsible for the past due amount because I would have paid it with no problem as I always have if I would have got the adequate response any paying customer should have! I feel that they should wipe the august and September off of my credit and let me just start paying my bill as usual with no negative effect on my credit and payment history. This situation is out of my hands but its really important, I don't want to be penalized in the future when I would like to purchase a house or new car or anything because conns wanted to ignore me and not do the right thing by just giving me my money back for 2,000 dollars worth of DEFECTIVE furniture and a 6,000.00 contract or at least acknowledging the fact that I received DEFECTIVE furniture from their warehouse. The only time I received any type of breakthrough in ANY way with this company is when I contacted you at the Revdex.com. If I would have not contacted you they would have never done ANYTHING to help me at all and would have just ruined my credit. They had no intention of helping me or exchanging or refunding anything until you contacted them. My future is very important to me and if I would have known they sell merchandise in this manor and treat their paying loyal customers this way I would have NEVER stepped foot in a conns facility! Im disgusted with all that I have been through with this company all the long phone calls and trips to the stores and corporate with nothing but disappointment on my end. I have to work to pay my bills and I have taken way too much time out of my busy life these past 2 months trying to fight and get whats expected of such a known company whether it be me taking off of work for the two different inspectors who came out on two different occasions with no supplies or on the phone trying to get feedback.feedback.  Im wanting to get this matter resolved I have endured so much unwanted stress and headaches from this situation.  I really appreciate everything that the Revdex.com has made possible and all your help. There would have been nothing positive if it werent for the Revdex.com.  Thank you
                                                                                                                                                                               [redacted]

Thank
you for the opportunity to respond to Mr. [redacted] complaint. Our records show
on 1/17/15, Mr. [redacted] purchased a ** High Efficiency washer and dryer and an ** stacking...

kit.
 
We
received Mr. [redacted] complaint and found there was a sales error regarding the
stacking kit he received. We confirmed with the store manager that Mr. [redacted]
has received the correct stacking kit that is compatible with the washer and
dryer he purchased. We appreciate Mr. [redacted] for bring this matter to our
attention and we sincerely apologize for any inconvenience he experienced
during this process.
 
 
If we may be of further assistance, Mr. [redacted] may contact customer
service at [redacted].
 
 
Kind
regards,
 
Dyeisha
W[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  Per offer from Conn's the wedge was NOT delivered on [redacted]. We had to take off from work to wait on delivery of wedge and no one called nor did they come by. This has been my problem for day of purchase with Conn's. No one follow-up and take care of the situation. If they are going to deliver a wedge someone needs to call us and let us know when so we can again take off from work. This is an inconvenience to us. [redacted] keeps making an offer and is getting in touch with the delivery team nor any other Conn's representative.Revdex.com please ask them to refund our money. This is harassment. We keep waiting and they keep changing their stories and NOW again we still have a damaged wedge in our home. No delivery on [redacted]. This is truly unacceptable that we as customers has to be treated in this manner. I just wanted what they had on their showroom floor or I need a REFUND now.[redacted]
Regards,

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on 5/9/15, Mr. [redacted] purchased the [redacted] furniture set which consist of two pieces (left sofa and right chaise) both with a 1-year limited manufacturer’s warranty only; no additional coverage...

was purchased. We researched Mr. [redacted]’s complaint and found he contacted our service department on 5/30/15, stating the back snapped on the sofa. A service appointment was scheduled for 6/4/15; during the inspection the serviceman found the back wood frame support was broken. The serviceman was able to repair the sofa by re-installing the wood frame with two wooden screws. The serviceman also reported the seats appeared to be sagging on the right chaise although it was not initially reported and we created a new work order to add additional foam. On 6/23/15, the serviceman returned to Mr. [redacted]’s residence and added three layers of 1” foam between the seat core and springs to complete repairs. Our records show Mr. [redacted] contacted our service department again on 7/24/15, stating the right chaise has a tear on the seat cushion and the sofa has a tear between the arm and cushion. A service appointment was scheduled for 8/4/15 to have a serviceman assess the reported damages. Once we received the serviceman’s report we can determine what further actions are required. At this time Mr. [redacted]’s furniture does not meet the qualification for an exchange under the Terms and Conditions of the manufacturer’s warranty, we will continue with any covered repairs; no additional warranty was purchased with Conn’s. If we may be of further assistance, Mr. [redacted] may contact our Customer Service department at [redacted]. Kind regards,  Dyeisha W[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaintI have emailed and faxed over the bank statements showing a running balance and that was still not good enough.  Not sure what else they are needing considering they have all the bank statements showing a running balance showing there are no return payments.  They also have their own confirmation numbers from their website where you make payments.  This is getting out of hand and needs to be resolved ASAP!  I have provided all payment records to Conns and still nothing.  
Regards,
Dustin [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.  
If they truly looked at the unit in the store, they would no that the piece is actually 5 pieces, not three.   And the sectional at the store has all 5 pieces connected and the two end pieces still slant to the outside.   Please see the attached picture.  Adding the additional piece (s) will not solve the problem.  If they are not willing to exchange our piece for a different piece we will have no other option than to hire an attorney.  All we want is a sofa we can sit on.  
Regards,
  [redacted]

Thank you for the opportunity to respond to [redacted]
concerns regarding account #[redacted].  [redacted] stated he was told he would have 12-months same as cash on his
purchase.
 
According to our records [redacted] signed a 32-month
retail installment contract on [redacted] 2,...

2014.  His purchase did qualify for the 12-months
no-interest financing promotion; however, it was not added to his
contract.
 
We have submitted the request to add the 12-months
no-interest financing promotion to [redacted] contract.  Please allow
7-10 business days for the process to be complete.
 
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 Mr. [redacted]’s complaint. After further
reviewing his complaint, we found there was an error cancelling his original
contract with...

Conn’s.
 
On
3/6/15, we submitted a request to cancel Mr. [redacted]’s account with Conn’s and
verified no negative credit activities has been reported to the credit bureau.
We will mail Mr. [redacted] a letter once the account has closed for his records; we
ask Mr. [redacted] to please allow 7-10 business days for processing. We sincerely
apologize for any inconvenience Mr. [redacted] experienced as a result of the miscommunication.
 
If we may be of further assistance, Mr. [redacted] may contact customer service at 1-877-358-1252.
 
 
Kind
regards,
 
Dyeisha
W[redacted]

Thank you for the opportunity to respond to [redacted]
concerns regarding account #[redacted].  [redacted]
stated she was not aware the account was past due because she had not received
any calls or mail regarding the account.  She also
stated she mailed in money orders to pay on...

the account; however, these payments
have not been credited to the account.
 
According to our records, [redacted] signed a [redacted]
retail installment contract on February 14, 2015.  The first
payment was due on the account on March 14, 2014.  A welcome letter was mailed to the verified
address on file on March
5, 2014. 
Another letter was mailed to [redacted] on March 15, 2014
reminding them if the payment was not made timely, they would lose their
no-interest financing promotion.  We began call attempts on March 17,
2014. 
Another letter was mailed to the verified address on
March 18,
2014. 
Call attempts continued each day until May 20, 2014 when we
were able to speak with [redacted].  He stated on the recorded call that he had a
late check and would go into the store to make the payment on May 23,
2014. 
That promise to pay was broken and the payment was
not made. 
Call attempts resumed on May 24, 2014. Another
letter was mailed to the verified address on June 11, 2014 regarding
the past due balance on the account.  Call attempts continued until June 12, 2014, when
[redacted] called our collection department.  Per the
recorded call [redacted] was informed that the account was past due for $74.15.
[redacted] paid the $74.15 and there was no mention of payments made by money
order that she had not received credit for.
 
During the call on June 12, 2014, [redacted] stated she should have two accounts, a dryer and a
refrigerator. 
[redacted] called back in on June 26, 2014 to find
out why the refrigerator was not listed on her account.  . 
Due to an error on our part, the account that had the
refrigerator on it was canceled; therefore, [redacted] has a refrigerator, which
she is not making payments on. 
 
Collection efforts resumed on July 16, 2014 and we
were able to reach [redacted] on July 23, 2014 and he stated he would go in the store that
Friday July 29,
2014 to make a payment.  [redacted] did not make the payment on July 29, 2014 as
promised and collection efforts resumed on July 30,
2014. 
An additional letter was mailed to the verified
address on file on August 27, 2014.  Another letter was mailed on September 14, 2014 and
again on October 9,
2014 as collection efforts continued.  A legal
demand letter was mailed to the verified address on file on November 14, 2014. Then
an email was sent to [redacted] on December 10, 2015 as collection efforts continued. In
addition two emails were sent to the verified email address on file on December 29, 2014 and
again on January 5,
2015.
 
[redacted] called in on January 30, 2015 to
find out the balance on the account. [redacted] stated that a dozen payments have
been made on the account at this time.  [redacted]
stated she watched her husband make a dozen payments on the account.  [redacted]
asked to speak with a manager during this recorded call. [redacted] stated that
she would find her receipts.  The manager attempted to let her know that
we could credit the account if she could locate the receipts.  [redacted]
disconnected the call before the manager could communicate that to her. On January 31, 2015, we
mailed [redacted] and [redacted] a copy of their payment history to the verified address
on file. Additional emails were sent on February 1, 2015 and
another legal demand letter was mailed on February 3,
2015.
 
According to the recorded calls on February 9, 2015, [redacted] stated she received a delinquent letter in the mail and she would like to
speak with someone about the account.  [redacted]
then stated she personally sent in $150.00 payments for 3 or 4 months and her
husband sent in 3 or 4 payments of $50.00 each.  [redacted]
then stated she knew she was behind but was not sure how much.  The agent
asked if she could send in bank statements to prove the payments were
made.  [redacted] stated she would look for the bank statements. We attempted to
call [redacted] again on February 10, 2015 and on February 11, 2015;
however, [redacted] stated she is not paying on the account and disconnected the
calls.
 
When we spoke with [redacted] on February 12, 2015, she
stated she made several payments by money order and she does not have the
receipts. 
[redacted] also stated she called each time she made
the payment to make sure it posted to the account; however, all of our calls are
logged and recorded and we do not have verification of those calls.
 
Collection efforts have continued to attempt to collect
the past due balance of $458.61.  We have attached a copy of [redacted]’s
payment history for his records.  If **. and [redacted] still believe their
balance is incorrect, they will need to fax in proof of the payments they are
stating they have made on the account. 
 
We value [redacted] and [redacted] as customers and appreciate
them bringing their concerns to our attention.  Thank you,[redacted]

Thank you for contacting us
regarding Ms. [redacted]’s additional comments. 
We attempted to contact Ms. [redacted] on 10/16/15 on both
numbers provided and were unable to reach her. 
We called the number listed on her Revdex.com complaint 10/23/15, and a female
answered stating we had the wrong number. 
We understand Ms. [redacted]’s frustration regarding losing her data we have
made every effort to locate her hard drive and have been unable to do so.
If Ms. [redacted] would like to further discuss her
concerns she may contact me directly at [redacted] ext [redacted].
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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
 
What this company has written as a response is a blatant lie. I was told IF they decided to issue a refund it would be 30 days, which is totally unacceptable as well as 7- 10 days. If I return an item ANYWHERE else I am issued a refund immediately. I am now owed interest as well as veterinary bills and boarding bills on my dogs who suffered due to Conns negligence.

Thank you for the opportunity to respond to [redacted]’
complaint.  Our records show on [redacted], [redacted] made two
separate...

purchases.  [redacted] purchased a [redacted] cocktail
table set, a [redacted] cocktail table set, and [redacted]
furniture set on invoice [redacted].  [redacted] also purchased a Home
Stretch Maverick furniture set and received a free [redacted]” television on
invoice [redacted].  [redacted] elected to have her items delivered; her
delivery was scheduled for [redacted].  Upon delivery
[redacted]’ delivery requested for the delivery team to leave all items in their
original packaging.
 
We show on [redacted], [redacted] contacted
our service department regarding her end tables stating her end tables were
damaged.  Upon scheduling [redacted] for service we found she had relocated
to [redacted].  [redacted]’ service appointment was scheduled through
a 3rd party certified provider; during the inspection the
serviceman found both end tables were cracked from the tables being crushed
together.  The serviceman reported the end tables were non-repairable and
also notated the glass for the end table was never received as stated by [redacted].
[redacted].  We spoke with [redacted] and informed her that the reported damages
were not covered under the Terms and Conditions of the manufacturer warranty or
Furnituregard Plan.  Please refer to Terms and Conditions Number (15) What
Is Not Covered: Letter (c) and Letter (q).
 
At this time we are unable to honor [redacted]’ request to
return/exchange her furniture; [redacted] delivery tickets were signed
acknowledging all items were delivered and received in good order.  As
listed on the signed delivery ticket please thoroughly inspect your merchandise
for damage; an exchange or price concession will not be authorized for damage
discovered after the delivery.  We are unable to determine when or how the
reported damages may have occurred after delivery was completed.  
 
If we may be of further assistance, [redacted] may contact Customer
Service Department at [redacted].
 
 
Kind regards,
 
 
[redacted]

Thank you again for the opportunity to respond to Ms. [redacted]' concerns regarding accounts [redacted] and [redacted].  We have attached a copy of the payment histories for each account.  The insurance credit was applied to account [redacted] on January 8, 2016.  Ms. [redacted] also received a credit to each account for the delivery charge in the amount of $139.99.  These credits add up to the $279.98 that was agreed upon. Conn's values Ms. [redacted] as a customer and appreciates her for brining her concerns to our attention.

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: Monday, December 28, 2015 8:39 PM Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]I would like to thank Conn's for clearly stating their return/exchange policy in bold print. It clearly states return/exchange if found defective by a service technician. Nowhere does it state exchange only. Since they were clearly stating their policy, nowhere does it say  additional insurance is required nor was I ever offered any additional insurance except for homeowners which I did purchase.  I have never been given an explanation why the 45 day sleep guarantee was also never honored. Yet when I purchased the mattress I was told it came with 120 day sleep guarantee.  In Sept when I received the 2nd defective mattress I tried then to just exchange the mattress and box spring for a different name brand mattress but they also at that time refused to do that stating that the bed frame did not meet manufacturer's standards. Yet the1st defective mattress sitting on the exact same frame did.  They did nothing to resolve this problem until Nov 30th. I will agree to exchange the mattress and box spring only if Conn's accepts responsibility for taking so long to resolve this problem an waivers all late charges an interest and the account still has 12 months same as cash with no interest charged if paid in full by July 28th of 2016..exactly as it was when I purchased it.  I am not responsible for causing this problem or their negligence in resolving it..so I certainly shouldn't be expected to pay for it. Thank you again for resolving this matter.[redacted]









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Thank you for the opportunity to respond to Mrs. [redacted] complaint.  We researched Mrs. [redacted] complaint and found her issue has been addressed and resolved.  Our records show an exchange was approved for Mrs. [redacted] to replace her refrigerator.  As of 8/28/15, Mrs. [redacted] new...

refrigerator has been delivered and received in good order.  We sincerely apologize to Mrs. [redacted] for his experience and any inconvenience that has been caused regarding this matter.        We have included supporting documents in our response.If we may be of further assistance, Mrs. [redacted] may contact Customer Service at[redacted].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.  
Thank you for your fast response. however I disagree with the records in your system. the last time that phone number was called was 04/01/2015- she received a hang up call and called the phone number back because she did not recognize the phone number.I ask again to please Delete that phone number from my account so your company no longer has access to it
Regards,
[redacted]

Thank you for the
opportunity to respond to [redacted] complaint. Our records show on 11/08/14;
[redacted] purchased a 50” Samsung television with a 25-month Repair Service
Agreement Plan and received delivery on 11/20/14.
 
We contacted [redacted] on 12/17/14 to discuss her...

concern; during the conversation [redacted]
expressed her dissatisfaction with her entire sales experience. [redacted] also
stated that she was not aware the television she purchased was a clearance item
and wanted to exchange the unit for a new television without paying a
restocking fee. After further review of [redacted] complaint, Conn’s has
agreed to honor her request to exchange her television only without paying the
15% restocking fee. [redacted] is aware that she may visit her nearest Conn’s
to re-select another television up to $797.00 
which is the original amount paid. [redacted] will be responsible for
any difference in price if she selects a television of greater value.
 
Although [redacted]
has exceed the time-frame to return or exchange her sound bar; Conn’s is
willing to extend her the option to return or exchange the unit with a 15%
restocking fee. We sincerely apologize for any inconvenience [redacted]
experienced during this process.
 
If we may be of
further assistance, [redacted] may contact us at [redacted].
 
Sincerely,[redacted]

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 8/30/14, Mr. [redacted] purchased a GE dishwasher with
a 1-year limited manufacturer’s warranty. Mr. [redacted] dishwasher was scheduled
for delivery on 8/31/14 and received in good order; he did not...

elect to receive
Conn’s installation on his unit.
 
We received Mrs. [redacted] complaint and found she contacted our
service department on 9/27/14 stating the door is falling off on the
dishwasher. A service appointment was scheduled for 10/3/14; upon inspection
the technician found parts were needed to replace the door. Our records show
there was a delay receiving all the parts for repair therefore Conn’s submitted
a request to the manufacture for a possible exchange however; the manufacture
denied the exchange due to the reported issue was not a functional failure.
Once we received all the parts Mrs. [redacted] service appointment was scheduled for
11/11/14 however; Mrs. [redacted] informed the service representative that they no
longer needed service at this time due to the dishwasher was being replaced
through their homeowners insurance therefore, the service order was cancelled.
 
At this time we are unable to honor Mrs. [redacted]’s request for an
exchange; we will need to continue with repairs if service is still needed. We
sincerely apologize for any inconvenience Mr. And Mrs. [redacted] experienced as a
result of the service delay and we will mail out a $50 gift card as a gesture
of goodwill. 
 
 
 If we may be of further
assistance, Mrs. [redacted] may contact us at [redacted]
 
 
[redacted]