Conn's Home Plus

Revdex.com:
This letter is to inform you that Conn's has carried out to my satisfaction the resolution it proposed for my complaint, filed on 3/20/2015 6:51:55 PM and assigned ID [redacted]. Sent: Monday, April 13, 2015 8:22 PM To: drteam Subject: RE: Complaint #[redacted] Hi I received 79.99 today...the issue is now resolved.. J. [redacted] 
Regards,

[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.   Sent: Monday, April 20, 2015 3:52 PM To: drteam Subject: Re: Complaint case-[redacted] Conn's has still displayed an array of poor customer service. Our bed is still in poor shape due to the lack of support. Conn's did not perceive to be this way in the beginning of our dealings with them. After making payment arrangements with Conn's in the month of January, we were told we did not have to make a payment to them until march because of the issues we were having with a bed. We started receiving calls to pay our bill shortly after that in the february and had to catch things back up in March. This issue is in an addition to the issues with our bed that still lingers to this day. The bigger issue is the fact that I responded to this thread initially and there's no receipt of me doing so. I understand that this is a somewhat different situation than the usual but I would love for it to be honored. I would like to just reopen the complaint to accept Conn's offer. Thanks.

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

New Roman"">Thank you for the opportunity to
respond to [redacted] complaint.  Our records show on 6/18/14, [redacted] purchased a [redacted] sofa with a 48-month Furnituregard Plan.  [redacted] signed invoice indicates at the time of purchase she acknowledged
she was provided a copy of the Furnituregard Plan brochure and that she
understood the coverage associated with the product; [redacted] also signed
acknowledged she was given a copy of the Return and Exchange Policy.
 
After researching [redacted]
complaint we found she contacted our service department on two separate
occasions dated from 7/20/14 and 4/14/15 regarding her sofa; stating the
seams were coming loose.  [redacted] last service call was made on 4/14/15; our records show [redacted] has a
service appointment scheduled for 5/06/15. 
Once we have the serviceman’s service report; we will be able to determine
what further action is needed.    
 
If we may be of further
assistance, [redacted] may contact our Customer Service Department at [redacted]
     


 
Kind regards,
 
 
[redacted]










5/9/2015






Complaint

3/28/15 I purchase a washer and dryer stackable set. It was delivered 3/29/15 it also broke 3/29/15. I contacted Conns on 3/30/15. The Technician came 4/2/2015. Due to no follow up by Conns 4/3/2015 I contacted my salesperson [redacted] who advise me he would call warehouse for my delivery date and call...

me back.4/6/2015 due to no return call I call my salesperson again, again he said he would call me back. 4/8/15 [redacted] a senior representative contacted me offered to replace my washer and dryer stackable with two front loaders for the same price as the washer and dryer stackable and they would be delivered on 4/9/15 and the warehouse would contact me by 7pm. 4/9/15 aprox 1pm Due to not being contacted I've reached out to store again I spoke with supervisor [redacted] who said he was processing my paperwork for the front loaders to be delivered but had to wait for corporate to call him back and he would call me in 15 min. 4/9/15 3:30pm I called Conns again to speak with [redacted], was advised by [redacted] who said he was a senior manager that [redacted] was out to lunch and he would check on my request and call me back. I advised him I had been waiting since 4/2/15 for resolution and he promised he would call me back. [redacted] did not follow up either. 4/12/15 due to the lack of anyone following back up with me I reached out on [redacted], Conns webpage and submitted an e-mail for someone to follow back up with me. 4/13/15 I was contacted by e-mail by [redacted] in our conversation this [redacted] also assured me she would get the situation handle she offered me $100 gift card to apply to the new front loaders that she also said all that I was offered and told me to go into the store and pick up the front loaders and let her know so that she was speak with the manager to apply the hundred dollar gift card. 4/14/15 drove to Conns store in [redacted] Texas representative advised no documentation to replace washer and dryer stackable with front loader. 4/14/15 e-mail [redacted] 7:16pm. No response 4/15/15 still no contact from anyone







Desired Resolution
front loader set/kit at the same price as stackable as promised. Due to the inconvenience by Conns Reps/Managers front loader/kit at discounted price. I deserve more than $200 credit that I would only be able to apply back to Conns. Should have a least a month free And my 90 days same as cash should...

not start until I receive my new front loaders wash/dryer. Hire me to train your reps the value of Phenomenal Customer Service and Appreciation. Hire me as a ghost customer to travel around all your locations to ensure representatives are distributing correct information and products and services in a timely manner





Consumer Business Dialog

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  
Thank you, once again, Revdex.com! Your the customer's best friend!And, also to Conn's ** for settling this matter.This all could have been avoided, if the [redacted] store, had done what, I was originally directed to do by Conn's [redacted].

New Roman"">Thank you for the opportunity to
respond to **. [redacted]’ complaint.  Our records show on[redacted], **. [redacted] purchased a [redacted] 55”
[redacted] TV with a (25-month Repair Service Agreement w/Accidental
Damage) and a [redacted] soundbar with a (limited 1-year manufacturer
warranty).  **. [redacted] signed invoice indicates at the time of purchase
he acknowledged he was provided a copy of Conn’s Return and Exchange Policy
which states: A consumer has 30-days from the date of purchase to return or
exchange (electronics and appliances) with the required 15% restocking
fee.  **. [redacted] elected to take his TV and soundbar from our Charlotte,
NC location store #[redacted]; **. [redacted] signed his invoice acknowledging both items
were received in good order.
 
After researching **. [redacted]’
complaint we found he contacted our service department on[redacted] (2-days) after taken his TV and
soundbar from the store; stating the television picture was distorted. 
We attempted to schedule **. [redacted] for service; however he refused to have
his TV assessed and stated he would return the unit.  After further
research we found **. [redacted] later returned his television and soundbar; **.
[redacted]’ $150.00 down-payment was used towards his 15% restocking fee.  We
confirmed with the Operation Manager at store #[redacted] he assessed the unit while
**. [redacted] was present and was unable to duplicate the problem that he
mentioned in his complaint.  Therefore, we are unable to honor **. [redacted]’
request to refund the $150.00 restocking fee.
 
If we may be of further
assistance, **. [redacted] may contact our Customer Service Department at [redacted].
    


 
Kind regards,
 
 
[redacted]










5/25/2015






Complaint

I have been getting repeat phone calls from Conns representatives asking for a [redacted]. I have explained repeatedly to Conns that I do not know this person or why she is using my phone number and asked them to stop. On [redacted] Conns stated the calls will continue. Any help would be greatly...

appreciated. Thank you







Desired Resolution

I would like Conns to stop calling asking for a person I don't know.

Consumer Business Dialog

Thank you for the opportunity to respond to Mrs.
[redacted]’ concerns regarding her account. Mrs. [redacted] stated that she would like
for us to remove the credit marks from her credit reports.
According to our recorded calls, Mrs. [redacted] was
informed that we would review her account to see...

if it qualified for a goodwill
credit mark removal.  The account did not meet the qualifications, We are
obligated to report factual information to all three major credit bureaus;
therefore, we are unable to remove the two thirty day credit marks earned by
Mrs. [redacted].
We appreciate Mrs. [redacted] bringing her concerns to our
attention. 
We have attached a copy of her payment history for
her records.Thank you,Cheryle S[redacted]

Thank you for the opportunity to respond to [redacted].
[redacted]’s complaint. Our records show on [redacted] purchased
two [redacted] twin XL mattress, a [redacted] adjustable base and
received a free 32” [redacted] with her qualified purchased. [redacted] products
was...

delivered and received in good order on [redacted].
 After researching [redacted]’s complaint, we
found the second adjustable base was not added to her original invoice/contract.  Due to the error [redacted] was contacted
and informed she would need return to the store in order for the representative
to manually add the second adjustable base on her contract. Our records show on
[redacted] signed a new invoice and contract acknowledging she was
aware of the additional item and price of the adjustable base that was manually
added to her contract; we have no record that [redacted] was offered any
additional compensation towards the purchase. We show [redacted] new
adjustable base was delivered and received in good order on [redacted].
 At this time we are unable to honor [redacted]’s
request; [redacted] signed a new contract and invoice which provides
details regarding total amount that would be added to her new contract.
 We have included a copy of [redacted]’s amended
contract and invoice with our response.
 If we may be of further assistance, [redacted]
may contact customer service at [redacted].Kind regards,[redacted]

Thank you for the opportunity to respond to [redacted]
concerns regarding account #[redacted]. 
[redacted] stated she paid off her account but it is still open and
showing an outstanding balance. 
We received a copy of [redacted] renters insurance on
April 6, 2015. ...

We are in the process of
applying an insurance credit to the account. 
Once the insurance credit has been applied, we will close the account.  Any late fees will be reversed.
We ask that [redacted] please allow 7-10 business days
for the credit to post.  Once all the maintenance
has been completed, [redacted] will receive a close out letter in the mail
for her records. 
We value [redacted] as a customer and apologize for any
inconvenience she has experienced due to this matter. Thank you,[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 [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.  
 
I don't know how much clearer I can say this, but here goes yet another try!I HAVE AKSED FOR THE PRODUCT TO BE PICKED UP FOR RETURN! I was told that someone would contact me to schedule a pick up, I have yet to receive that call! Someone please come pick this fridge up ASAP! I called several weeks ago! Actually I have been trying to return this fridge since day 1 of delivery! It will not be my problem if y'all do not pick it up by [redacted]. Y'all have been giving several emails and messages to pick it up for return, all of which I have on file saved on my calling records and emails!

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]'s complaint. Our records show on 6/12/12; Mrs. [redacted] purchased a ** side-by-side refrigerator with a 48-month Repair Service Agreement Plan.
We received Mrs. [redacted]'s complaint and found
there were two service calls on her refrigerator that was...

completed on 10/17/12
and 2/18/15. Our records show on 2/20/15, Mrs. [redacted] contacted our service
department again stating the refrigerator was not cooling. After further review
of Ms. [redacted]'s service needs, Conn's has agreed to exchan** her refrigerator.
Our records show we no longer have the same refrigerator Mrs. [redacted] originally
purchased therefor; she will receive an in-store credit to re-select another
unit for up to $1199.97 which is the original amount paid. Mrs. [redacted] may visit
her nearest Conn's  to initiate her
approved exchange. We sincerely apologize for any inconvenience Mrs. [redacted]
experienced during this process.
We have also attached a food loss claim for
Mrs. [redacted] to fill out and return for processing.
 
If we may be of further
assistance, Mrs. [redacted] may customer service at 1-877-358-1252.
 
 
 
Kind regards,
 
Dyeisha
W[redacted]

Revdex.com:
This letter is to inform you that Conns Appliance, Inc. has carried out to my satisfaction the resolution it proposed for my complaint, filed on 8/6/2015 6:02:49 PM and assigned ID [redacted].
Regards,

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on November 8, 2016, Mr. [redacted] purchased a [redacted] French Door refrigerator and a [redacted] Gas Convention range which was scheduled for delivery on November 12, 2016. We show our delivery department contacted...

Mr. [redacted] on November 11, 2016 and informed him that the range was no longer available and that it was currently on back order from the manufacturer. Our records show on November 15, 2016, Mr. [redacted] went into his local Conn’s and re-selected a ** Gas range; all items were delivered and received in good order on November 16, 2016.   We sincerely apologize for any inconvenience Mr. [redacted] experienced during this process.   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 [redacted]
complaint.  Our records show on11/21/14, [redacted] purchased
a [redacted]...

high efficiency washer and dryer, [redacted] loveseat, and a
[redacted] vacuum.  [redacted] elected to pick up her vacuum from our
[redacted] location and elected to have her washer, dryer, and loveseat
delivered.
 
[redacted] was scheduled for delivery on 11/29/14; however her delivery was not completed due to the products
purchased was on back order.  After researching [redacted] complaint we
found there was a lack of communication regarding her scheduled delivery; [redacted] delivery was postponed because the items were not available and
delivery could not be completed.  [redacted] contacted her sales
representative; during the conversation [redacted] expressed her
dissatisfaction and requested to have her items delivered for the following Sunday.  [redacted] was informed the delivery could not be
completed due to the items still on order; at that time [redacted] requested
to cancel her purchase.
 
[redacted] invoice was cancelled with a 15% restocking fee for
the vacuum she received.  Our records show on 12/03/14 a refund check in the amount of $173.00 was mailed to [redacted].  As a goodwill gesture [redacted] restocking fee of $27.00 will
be refund in 7-10 business days.  We sincerely apologize to [redacted]
for the experience and any inconvenience that was caused due to the lack of
communication.
 
If we may be of further assistance, [redacted] may contact our
Customer Service Department 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: 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 Mr. M[redacted] concerns
regarding a Conn’s account.  Mr. M[redacted]
stated a Conn’s account was opened in his name fraudulently. 
 
Conn’s has many data and privacy measures in place when credit
accounts are established.  We...

take the
privacy and protection of our customers’ information very seriously.  We look forward to working with Mr. M[redacted]
to resolve this matter. The account will be investigated by our fraud
department.  Our Fraud department will
contact Mr. Knight. 
 
If Mr. M[redacted] has any further questions he can contact our Fraud
department directly at 866-817-8177.  Thank you,Cheryle S[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.  
Yes I received a call from conns cooperate office at noon yesterday with the same resolution offer which I'm ok with. I want to use this measure to thank the office of Revdex.com for all effort in resolving this issue.