Conn's Home Plus

New Roman";
mso-font-kerning:0pt;mso-fareast-language:EN-US">Thank you for the
opportunity to respond to Mrs. [redacted]s complaint.  Our records show
on 3/25/14, Mrs. [redacted]
purchased a ** French door refrigerator model (LFX25974ST) with a 48-month
Repair Service Agreement totaling $2,327.34 on invoice [redacted].  Mrs.
[redacted]s signed invoice indicates at the time of purchase she acknowledged
she was provided a copy of the Repair Service Agreement brochure and that
she understood the coverage associated with the covered product.  Mrs.
[redacted] elected to pick up her refrigerator from the local warehouse located
in [redacted], TX.

We researched Mrs.
[redacted]s complaint and found she last contacted our service department on 7/02/15; stating the unit was not dispensing
water.  After reviewing Mrs. [redacted]s service history we found an
exchange was submitted and approved on 7/29/15under
the Terms and Conditions of the Repair Service Agreement.  Mrs. [redacted]
was issued a credit up to the original amount paid which was $1,749.99 to
reselect a new refrigerator.  Mrs. [redacted] initiated her exchange on 9/13/15; she elected a [redacted] French door
refrigerator model (RF28HMEDBSR) with a new 48-month Repair Service
Agreement totaling $2,902.09 on invoice 27875922.  Mrs. [redacted]s new
refrigerator was $450.00 more than the approved credit issued and the new
48-month RSA coverage purchased was $449.99.  Mrs. [redacted] was not
charged an additional $1,894.36 because it was financed on her original
invoice [redacted]; however Mrs. [redacted] financed the difference of $1,007.73
for the difference in price of the refrigerator selected and the new RSA
coverage purchased. 

At this time we are unable
to honor Mrs. [redacted]s request to credit her account; Mrs. [redacted] initiated
her exchange and her new refrigerator was delivered on 9/15/15 in good order.

If we may be of further
assistance, Mrs. [redacted] may contact our Customer Service department at 1-877-358-1252.













Kind regards,
 
 
Jana A[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’ additional comments. As mentioned in our previous response, Mrs. [redacted]’ relocated to an area where Conn’s does not currently service. Mrs. [redacted] washer and dryer is covered under the terms and conditions of the manufacturer’s warranty therefore; the manufacturer was contacted for further repair needs.We are happy to hear that Mrs. [redacted]’ dryer has been successfully repaired. Again, 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] 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 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]

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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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 Mrs. [redacted]’s concerns regarding account
#122284760.  Mrs. [redacted] stated she was
offered to pay a settlement amount on the account in the amount of $141.24 and
the account would close.  Mrs. [redacted]
is requesting a letter stating...

the account is closed.
 
The account
has closed and a close-out letter is in the process of being mailed to Mrs.
[redacted].  We have included a copy of her
payment history for her records showing that the account is now at a zero
balance. 
 
Please note, when
an account is closed with a settlement amount it can take up to 30 business
days for the account to process and close and an additional 10-14 business days
for the close-out letter to be mailed to the customer. 
 
We value Mrs.
[redacted] as a customer and appreciate her brining her concerns to our
attention.  Thank you,Cheryle [redacted]

Thank
you for the opportunity to respond to Mrs. [redacted]’s concerns regarding collection
calls she has received. 
We
were unable to locate telephone number [redacted] in our system; however, we
placed a cease and desist on the telephone number at her request.  If Mrs.
[redacted] has...

any additional telephone numbers she would like to provide we will be
happy to investigate further. 
Please
note it takes up to 24 hours for a cease and desist request to update.  If
Mrs. [redacted] receives any additional calls after the 24 hour time frame, we ask
that she contact us directly so we may research further. 
We
value Mrs. [redacted] and apologize for any inconvenience she has experienced due to
this matter. Thank you,Cheryle [redacted]

Thank you for the opportunity to respond to [redacted]’s
complaint.  We researched [redacted]’s complaint and found his...

complaint
has been resolved.  Our records show an exchange was approved on [redacted] for [redacted] to replace his dryer; as of [redacted]’s new dryer has been delivered and received in
good order.  We sincerely apologize to [redacted] for the experience and
any inconvenience that was caused as a result of the part delay.   
 
If we may be of further assistance, [redacted] may contact our Customer
Service Department at [redacted].


 
Sincerely,
 
[redacted]










2/13/2015






Complaint

I purchased a new couch from Conn's 9/14/2014 and received a free 32" LCD TV due to the promotion. The TV's sound was broken and I returned it to the store in [redacted], AZ on 12/12/14. They said I was still under warranty. Since that time I have called their customer service almost daily an have...

yet to have any resolution on my TV. First the cancelled the service ticket then reopened it and then lost my TV till about 1/15/15. I was told that after 30 days I would automatically receive a new TV if the service issue was not resolved. I have been given the run around for aver a month now and I was told on the 15th that they approved a new TV for me and will get back to me a soon as their corporate office authorized it. To this day have not heard back. I have called them but they said they have not heard back fro their corporate office yet. Their service manager [redacted] in Arizona is of no help and will not take any calls from me, every time I call the customer services number I go though the same questions each and every time. I am very tired of this and just want a working TV. They do not care for their customer's and were very accommodating when I purchased a $4000 couch but now they do not care about my level of service. I would like a new TV that works ASAP and if I could since I am so upset with them I would give the couch back for a full refund. This is the worst customer service I have ever had from a company. I will never purchase from them again and have told and will tell anyone I come in contact with how horrible they treat their customers.







Desired Resolution

A replacement TV of better quality then I first received. An apology from someone who actually cares about their customer's, and a discount off of the couch I purchased which started this whole thing.

Consumer Business Dialog

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: Tuesday, October 06, 2015 1:31 AM To: drteam Subject: ID: [redacted]Hi,I just got the message that my complaint has been closed however I missed the previous email with the businesses response. I can not believe that Conns completely destroyed my laptop and all of the hard work and memories that I have on there! I am so upset and am not happy at all. In their statement, they said, "Ms. [redacted]’s request to return her hard drive was forwarded to the service manager for review. However; we confirmed prior to receiving Mrs. [redacted]’s request, her laptop was already shipped off for disposal. Once the unit has been disposed, we have no way of retrieving the parts." This is a lie! I was never informed that my laptop was completely destroyed, this is why I kept calling hoping that it would not happen. I called Devin and left him a voicemail asking him about saving my hard drive just 15-30 minutes after he told me they couldn't repair my laptop. I don't believe that they have done their due diligence on this matter, when I was calling around nobody knew how to direct me or where my laptop was. I don't believe that my laptop has been destroyed. I have so many important documents and cherished media on there. Is there anything else that I can do? This is not right at all.[redacted]

Thank you for
the opportunity to respond to [redacted] complaint regarding a purchase made
under the name [redacted].  Our records show on 11/09/14, [redacted] purchased a [redacted] 65” Curved [redacted] from us.  [redacted] elected
to have his television delivered; we show [redacted]...

[redacted] signed acknowledging her
television was received in good order.
 
We received [redacted] complaint and found [redacted] went into their local Conn’s location
on 11/28/14 to take advantage of Conn’s Price Guarantee; however [redacted] was informed we were unable to honor the sale price due to the Black Friday
Promotion which is excluded from the Price Guarantee.
 
After
researching [redacted] complaint we confirmed the television was listed for
$1,999.99 from 11/23/14 to 11/29/14 and was not advertised for Black Friday
only.  We sincerely apologize to [redacted] for the experience and any
inconvenience that has been caused due to the lack of communication; Conn’s has
agreed to honor [redacted] request to honor the $1,999.99 sale price plus 10%
of the difference.  As of 12/16/14, a credit of $550.00 has been processed
to [redacted] account; again we sincerely apologize to [redacted] for the experience and inconvenience that has been caused.
 
If we may be of
further assistance, [redacted] may contact our Customer Service Department at
[redacted].
 
 
Kind regards,
 
 
Kathryn J[redacted]

Thank you for the
opportunity to respond to Mr. F[redacted] complaint. Our records show on 6/28/14;
Mr. F[redacted] purchased the Catnapper [redacted] Reclining living room set which
consist of four pieces (two sofas, wedge and recliner) all with a 48-month
FurnitureGard Plan. Mr. F[redacted] delivery was...

scheduled and received on 7/01/14
in good order.
 
We received Mr. F[redacted]
complaint and found he contacted us on four separate occasions regarding
service for both sofa pieces and recliner. Mr. F[redacted] last service call was
received on 9/26/14 stating the furniture pieces looked lumpy and was hard. A
service appointment was scheduled on 10/04/14; the service man found all
seating areas on both sofa pieces and the recliner was out of shape, hard and
uncomfortable. The serviceman also found the knee rest on both sofa pieces and
recliner was bunching and lumpy. Our records show Mr. F[redacted] furniture is currently
under the manufacturer’s warranty therefore; we submitted a request to the
manufacture for a possible exchange. On 10/09/14; the manufacturer approved an
exchange on Mr. F[redacted] entire furniture set. Mr. F[redacted] expressed his
dissatisfaction with the quality of the furniture and requested an exchange for
a different furniture set. On 10/20/14; the manufacture approved Mr. F[redacted]
to re-select any furniture set (living room, dining room or bedroom) for up to
$3399.99 which was the original amount he paid.
 
At this time we are
unable to honor Mr. F[redacted] request to return his furniture set for a
refund; Mr. F[redacted] has been approved to exchange his furniture set under the
Terms and Conditions of the manufacturer’s warranty. Mr. F[redacted] may visit his
nearest Conn’s location to initiate the exchange. 
 
 
 
If we may be of
further assistance, Mr. F[redacted] may contact us at 1-877-358-1252.
 
Sincerely,
 
Dyeisha W[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted] and have determined that this proposed action would not resolve my complaint.  
again, I am being penalized ! If the information was provided to me prior to me signing the second contract, I would not feel this way. Again, my question is "how would the consumer / customer know that the account couldn't be combined". Your sales person didn't know, so how would I have known. We can go back and forth on this issue all day, month and / or year. I am done!  I came in and made the payment, however the Manager @ the River dale location(male with braces) not sure of his name, but I told him I was coming to pay regular payment amount of $62 ish and I ask him to have the late fee(s) waived/removed, but your incompetent collection people keeping calling and harassing me about the full payment. I was in the ER on yesterday and told the un-trained rep that I was in the ER and that I couldn't talk and she said it's only going to take a minute. Really, no morals /customer service , not sure who trained these people.
Regards,
C[redacted] Lipford

Thank you for the opportunity to respond to [redacted] complaint.  We researched [redacted] complaint and found his issue has been addressed and resolved.  Our records indicate [redacted] received a new ** 4-door French refrigerator on 7/02/16 in good order.  We also show [redacted]...

[redacted] was contacted on 7/23/16; during the conversation [redacted] informed the representative that his previous delivery issue had been resolved.  Again, we sincerely apologize to [redacted] for any inconvenience he experienced during this process. If we may be of further assistance, [redacted] may contact our Customer Service Department at 1-877-358-1252. Kind regards, Jana [redacted]Customer Relations

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: Tuesday, May 24, 2016 12:15 PM Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]Dear Revdex.com of HoustonI received an e-mail from Dyeisha [redacted] from Conn's Customer Service and she also left a voice mail on my phone asking me to call the customer service department in regards to the Revdex.com complaint that I filed. I have been on the phone for forty-five minutes and transferred ten times. I'm being told that there is no one with the name Dyeisha [redacted] working for Conn's. I'm also being told that the voice mail left on my phone was not left on my phone. This is the inept service that I'm dealing with.To address Dyeisha [redacted] response to my complaint I do not accept it because I went to the store and confirmed on video that this mattress is not firm.Sincerely,[redacted]

Thank you for the opportunity to respond to Mrs. P[redacted]
additional comments.  Mrs. P[redacted] has been contacted by Conn’s regarding
her mattress.  Although we were unable to
validate the log number she provided Conn’s agreed to honor her request as a
goodwill gesture.
 
If we may be of further
assistance, Mrs. P[redacted] may contact our Customer Service Department at 1-877-358-1252.
 
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 purchased what I needed when I purchased the sectional if conns going to get another push button within 24 hrs I might accepted it if it is up to my standard and as for as the  TV they can have it back because I have already had to take it back to the store and have it replaced because it was no good so all they have to do is refund my money and remove there  furniture  and also you charged me for a  4 year warranty separate from the price of the sectional,at this time you no longer carry what I need so I am asking you to pick up your furniture I have already checked your store and you don't have anything close to what I need and I am not going to continue paying for something that is no good to  me
[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 on8/22/15, Mrs. [redacted] purchased a [redacted] high-efficiency washer and dryer with a 48-month Repair Service Agreement on both units.At the time of purchase Mrs. [redacted] signed her invoice acknowledging she received...

a copy of the Repair Service Agreement and understood the coverage associated with the covered products. Mrs. [redacted] elected to have her items delivered; which was completed on 8/24/15.   We researched Mrs. [redacted]’ complaint and found she contacted us on 7/24/16regarding her dryer; stating the unit was making a grinding noise. After reviewing Mrs. [redacted]’ service history we confirmed an exchange was submitted for Mrs. [redacted] to replace her dryer; due to the part needed not being available. Our records show Mrs. [redacted] selected a new dryer and scheduled delivery on 8/14/16. On the day of the delivery the drivers tested the dryer and found it was not functioning therefore it was returned to the warehouse. Mrs. [redacted] was advised that she would need to visit the store to reselect another model.   Mrs. [redacted] has been in contact with our District Manager; and has requested that we exchange her washer as well. Mrs. [redacted] has been informed that we are unable to honor her request. The repair service agreement covers the item that is inoperable. As of8/30/16, Mrs. [redacted] has the option to reselect a new dryer up to the approved credit issued which is ($699.00) or use the repair service agreement in lieu of the exchange and have the credit applied to her account. If Mrs. [redacted] accepts the offer to receive a refund in lieu of the exchange; a credit of $699.00 plus tax will be credited to her Conn’s account.   If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at1-877-358-1252.   Kind regards,   Jana A[redacted]

CASE ID: [redacted]
 
On [redacted] you provided
the following information:




...

Thank you for the opportunity to respond to
[redacted]’s complaint regarding a purchase under the name [redacted].
Our records show on [redacted] purchased the Jackson Allie
Chocolate furniture set which consist of four pieces (sofa, loveseat, chair
and ottoman) all with a 48-month FurnitureGard Plan. [redacted]’s delivery
was scheduled on [redacted]; as instructed on the delivery ticket the living
room set was left in the garage. [redacted] signed her delivery ticket
acknowledging she received her products 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 delivery”.
 
Our records show on [redacted], a sales
representative from our [redacted] location contacted the customer helpdesk
department on [redacted]’s behalf stating she just opened her living room
set that day and the feet were missing. Our furniture claim specialist placed
an order through the manufacture for the missing feet to be shipped directly
to [redacted]’s residence but there was a delay processing the request with
the manufacture. Before the legs were received, [redacted] contacted our
service department stating the sofa was ripped. A service appointment was
originally scheduled on [redacted] however the serviceman was unable to meet
the time commitment therefore [redacted]’s appointment was re-scheduled for
[redacted]. On [redacted], the serviceman found the sofa with two missing legs and
the inside back, outside back and front band on the sofa was damaged. After
review of the serviceman’s finding and photos provided, we submitted another
request to the manufacture to order the missing legs for the sofa however; it
was determined that the reported damages to the sofa was not covered under
the Terms and Conditions of the manufacturer’s warranty or the FurnitureGard
Plan purchased. The photos received displayed signs of the sofa colliding
with another object possibly while in transit to another location which is
not covered by the FurnitureGard Pland, please refer to Terms and Condition Number
(15) What Is Not Covered. Our records show [redacted] received the incorrect
legs from the manufacture however; we have replaced the order for the correct
legs which is scheduled to arrive to [redacted]’s residence on [redacted].
 At this time we are unable to honor Mrs.
Almanza’s request to return or exchange the sofa; no damages were reported at
the time of delivery.  [redacted]
signed her delivery ticket acknowledging she received her products in good
order and requested the furniture set be placed in the garage; we are unable
to confirm when or how the damages occurred after delivery.
 We have included a copy of [redacted]’s signed
delivery ticket along with the inspection sheet with our response.
 
 If we may be of further assistance, [redacted]
may contact customer service at [redacted].
 
 Kind regards,
 
Dyeisha
Williams
Customer
Relations
[redacted] 












2/9/2015






Complaint

Conns Furniture phone representatives are constantly harassing my household regarding a late payment.After speaking with the manager about the payment issue, my bank account was fraudulently access four times! and added insufficient funds charges, as well as taking their payment! A death in our...

family was the reason for the late payment, which we have NEVER been late before. It is overwhelmingly frustrating, trying to mourn in peace with out our phone ringing off the hook form Conns.







Desired Resolution

I believe my bank account overdraft fees, and next two payments should be covered by Conns Furniture.

Consumer Business Dialog

Thank you for
the opportunity to respond to Mrs. [redacted]’s concerns regarding account
[redacted]1430.  Mrs. [redacted] stated she
paid for the Repair Service agreement on her laptop, the laptop was damaged,
but the laptop has not been replaced.
According to
our records, Mrs....

[redacted] signed a 30-month retail installment contract on
March 10, 2014.  Mrs. [redacted] brought
the unit in for repair on March 31, 2015. 
The unit could not be repaired and Mrs. [redacted] was offered an
exchange up to the purchase price of the computer.  The unit was outside the manufacturer’s
warranty; therefore the exchange was processed under the repair service
agreement.  Since Mrs. [redacted]’s
original computer was more than a year old, Conn’s no longer had that model
number in stock. 
On April 11,
2015, Mrs. [redacted] contacted our customer service department stating she did
not want to pay the difference for a new computer and opted not to have the
credit posted to her account. 
As of August
10, 2015 the payoff balance is $1136.97. 
This amount includes a past due balance of $176.50.  Please note, the payoff balance updates daily.  If Mrs. [redacted] would like to pay the
account balance in full, we ask that she contact us the day she plans to submit
the payment for an up-to-date payoff quote. 
If Mrs.
[redacted] chooses, we can apply the credit of $1099.99 to the account and the
account will close; however, we are unable to remove the negative credit marks
earned on the account due to non-payment. 
We have
attached a copy of Ms. [redacted]’s payment history for her records.  We value Mrs. [redacted] as a customer and
appreciate her for bringing her concerns to our attention. 
Thank you,Cheryle [redacted]