Conn's Home Plus

Thank you for the opportunity to respond to Mrs. [redacted]’ account regarding a purchase under [redacted]. Our records show on 4/18/15, Mr. [redacted] purchased a [redacted] dishwasher and elected to purchase a 48-month Repair Service Agreement. We researched Mrs....

[redacted]’ complaint and found on 11/29/16, Mr. [redacted] was approved for an exchange for up to $397.00 (which is the original amount paid) due to the unit was deemed uneconomical to be repaired. Our records show Mrs. [redacted] contacted our customer service department stating that she was unable to find a dishwasher within the price range. Mrs. [redacted] was advised that the credit was approved for the original amount paid as listed under the Terms and Conditions of the RSA Plan; any additional fees will be an out-of-pocket expense. Please see Terms and Conditions- Number (9): [redacted] Mr. [redacted] may visit his nearest Conn’s to re-select a different unit for up to $397.00, or he may elect to receive a refund of $397.00 instead of the exchange. If Mr. [redacted] elects to receive a refund instead of the exchange, we will make arrangements to pick up the dishwasher to process the credit to his account.  If we may be of further assistance, Mr. or Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards, Dyeisha W[redacted]

Thank you for the
opportunity to respond to [redacted] complaint. Our records show on 6/21/14, [redacted] purchased a
[redacted] encourage queen mattress which came with a 10...

year limited manufactures
warranty.
 
We show [redacted] contacted us on 1/5/15, stating the foam appears
to be sticking out on one side.  We
reviewed [redacted] complaint as well as the technicians report and it shows
the side border wire is bulging.  This
type of issue is typically caused by sitting on the bed.  This type of direct pressure caused by
sitting on the edge of the bed.  The
picture and technician report indicates damage that is typically caused by
sitting on the side of the bed.  Using
the side of the bed as a seat will cause the side to quickly wear down.
Mattresses are made to support weight but only when it is evenly distributed
while lying in the bed. As outline in [redacted]’s warranty card, abnormal use is
not covered by the warranty.  I have included
a copy of the [redacted]’s warranty information, inspection sheet, and pictures to
support our findings.
 
 
Kind regards,
 
Kathryn J[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 11/19/2016 and assigned ID [redacted]. Sent: Wednesday, November 23, 2016 2:44 PM Subject: Re: Complaint #[redacted] Good afternoon,...

I just returned from Conn's and they exchanged the mattress, box spring and frame.  [redacted]. reached out to Conn's to exchange. I had to purchase the queen size in the extra firm. I paid the difference. I think this mattress is the right one. It's too bad I had to go to the extent I did to get satisfaction. Thank you for being there to help consumers. [redacted]

Thank
you for the opportunity to respond to [redacted]'s complaint. Our records show
[redacted] purchased a television and wall mount on 9/16/14 with manufacturer's
warranty only. [redacted] elected to pick up her products from the local
store. 
[redacted] contacted our customer service...

department on 9/24/14 stating when took
the television out of the box the TV screen was cracked.  We have reviewed [redacted]’s invoice and
found at the time of purchase she signed acknowledging she received her
products in good order.  We attempted to
contact [redacted] on 9/24/14 and 10/3/14, but were unable to reach her.  [redacted] called us back on 10/6/14; the
customer service agent requested that she bring the TV with the original box to
the store for inspection, based on the inspection we could determine if there
was concealed damage and would agreed to exchange.  [redacted] advised the agent that she did not
have the box. 
Because
the television was picked and transported by someone other than Conn’s we are
unable to determine when the damage occurred. 
Therefore, we are unable to honor [redacted]'s request for a
return/exchange.   [redacted]'s signed invoice has been included in our response.
 
[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 went into their store on 7/16 or 7/17 wanting my wife to open an account to help her build her credit. They proceeded to start the process, then they were requiring a down payment so I told them never mind as I never was required to do so. This pushy salesmen kept saying whats your account number or SS# I'd asked him why several times with no answer, then he says they can just add it to my account which is not the case at all. I told him several times not to run my credit as I'm trying to purchase a home and I CAN NOT have anything hard inquires on my credit. I come into work on Monday I looked at my phone and [redacted] informed me that they hit my credit with an Hard Inquire after being told several times not to run my credit. I also called the Corp office regarding this matter and I explained my situation to one of the rudest customer service individuals I've ever encountered, I kept telling her my story and she kept repeating the same thing over and over and over, finally I got sick of hearing the same thing over and over so I asked for a supervisor. She put me on hold for well over 15 minutes, I couldn't wait any longer as I was at work so I hung up on them. This is not the first time I've had an issue with this company, I thought things would have gotten batter over the years and bring them some new business, but I guess I was wrong.TranslateDesired Resolution / OutcomeDesired Resolution:Correction to a credit reportselectDesired Outcome:I want that inquire removed immediately as this was never supposed to occur as I trying to purchase a home.! I'm beyond upset at the point.

Thank you for the opportunity to respond to [redacted] concerns have been forwarded to the proper department to remove his information for our mailing list. We ask to please allow 7-10 business days for the request to be completed. Please excuse any mailers that may...

have been sent our prior to [redacted] request.If we may be of further assistance, [redacted] may contact us at 1-866-765-1513.Kind regards,Dyeisha W[redacted]

Thank you
for the opportunity to respond to [redacted] additional comments.  Our records indicate [redacted] bedroom set
was delivered on 11/25/14.  However we show
[redacted] did not attempt to contact us until 12/03/14.  The issue was not immediately reported and we
are unable to determine were the damages occurred therefore we are unable to
honor [redacted] request.  We appreciate
[redacted] business with us and offered him the $50.00 gift card as a goodwill
gesture to use toward another comforter.     
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 Ms. [redacted]’ concerns regarding account [redacted]7032.  Ms. [redacted] stated she overpaid her account and has not received her refund.   According to our records, Ms. [redacted] submitted a payment in the amount of $251.80 on January 1, 2017.  This...

overpaid the account by $251.80.  On January 13, 2017 that payment was moved to Ms. [redacted]’ opened account (account [redacted]7070).    Ms. [redacted] has requested that the overpayment amount be refunded to her instead of having it applied to her opened account.  We are in the process of reversing the payment on account [redacted]2070.  Once that payment has been reversed we will submit the request to have the overpayment amount refunded to Ms. [redacted]. We ask that Ms. [redacted] please allow up to 30 days for processing.   Conn’s values Ms. [redacted] as a customer and apologizes for any inconvenience she experienced due to this matter.

New Roman"">Thank you for the opportunity to
respond to [redacted]’s complaint.  Our records show on 1/10/15, [redacted] purchased a ** refrigerator
with a (24-month Repair Service Agreement) and an [redacted]
bedroom set which consisted of four pieces (headboard, footboard, rails, and
dresser).  [redacted]’s signed invoice indicates at the time of purchase
he was provided a copy of Conn’s Return and Exchange Policy 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.  [redacted] elected to have
his items delivered; we show [redacted] signed acknowledging his items were
delivered and received on 1/11/15 in
good order.  
 
After researching [redacted]’s
dispute we found he contacted his local Conn’s location a couple of days
after his delivery was completed; stating he wanted to return his bedroom
furniture.  [redacted] was reminded of Conn’s Return and Exchange Policy
which excludes furniture returns.  Therefore, we are unable to honor [redacted]’s to return his [redacted] bedroom set. 
 
If we may be of further
assistance, [redacted] may contact our Customer Service Department at [redacted]. 


 
Sincerely,
 
[redacted]










2/10/2015






Complaint

on [redacted] my [redacted] and I when to the [redacted] store and got a mana**rs special on a new stove, (which was to be delivered to our [redacted])On [redacted] I call Conn's told them the name of who will be at the [redacted] to receive the stove. Late that night I got a call from...

Conn's saying that they were at the [redacted] and wanted to deliver the stove. I told them that it would have to be delivered at a later day on [redacted].Conn's callback said they would deliver again on [redacted]. Conn's did not show up so call warehouse and found out that my stove had been sold to someone else and that Conn's would try to find me another one. On [redacted] Conn's showed up with another stove but did not have the tools to take old stoves. I left messa**s on [redacted] and [redacted] at Conn's headquarters in Texas. Never got a call back. On [redacted] I finally when back to [redacted] and got a refund for installing of stove.







Desired Resolution

DesiredSettlementID: Refund
I think that Conn's in [redacted] has a delivery, customer service issue and a warehouse issue and I fell that I should of had the whole stove and delivery and install char**s refunded to me and I wish that Conn's headquarters in Texas would of called me back.

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.  The leather pealing is an unfortunate byproduct stemming from inferior material. The problem that I have is indeed structural, which the warranty does cover. The leather is TEARING at the threads. Also, I was SOLD by your salesman that the warranty covered ANYTHING that happened to the furniture. He used an example of kids coloring over with markers. This is obviously an outright LIE and I have three witnesses that were present when the lie was told. They will be more than happy to testify. I want this furniture replaced and I am not above going to small claims court, social media and whatever means I must to get the word out that Conns does not only sell inferior products at inflated prices but also does not stand behind their legal obligations to cover warrantable defects in to the good that they sell.
Regards,[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.  Sent: Monday, April 03, 2017 5:03 PMSubject: Re: Your complaint has been receivedThank you for your prompt reply ! In the interim, Conns has replaced the section of furniture mentioned in my complaint. WOULD like to know if there are avenues to pursue if this is a recurring problem with this particular manufacturer used by Conns.Thank you very much for your interest. I believe they acted quicker once they Realized your agency would be involved in the dispute .Sent from my [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: Wednesday, May 24, 2017 4:25 PMSubject: RE: Revdex.com Complaint ID [redacted]Ok thank you. I rejected their response because they didn't make any kind of resolution. They agreed that the time frame I had was accurate but made no reference to the fact it shouldn't take over 4 months to get a simple thing fixed. They didn't address the lie of the technician or the state he left the last repair in. The lack of care of the technicians and the time frames it takes to get anything fixed makes the warranty pretty much useless. I didn't request to have all my warranties refunded just one in compensation, yet their only offer was to cancel it now, as anyone can, and get the prorated difference back. This is unsatisfactory.Let me know if you need anything else please. Thank you for your time.[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’ complaint.  Our records show that on 2/16/14 Mr. [redacted] purchased a ** French door refrigerator with a 48-month Repair Service Agreement.  Mr. [redacted]’ received a copy of the Return and Exchange Policy at the time of...

purchase.  Our Return and Exchange Policy 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 and if your product fails while under manufacturer’s warranty or Conn’s RSA, Conn's Factory Authorized Service will repair your product according to these warranties.  Mr. [redacted] also signed his invoice acknowledging that he received a copy of Return and Exchange policy.  Mr. [redacted]’ appliances were delivered on 2/17/14 as promised.After further review we show that Mr. [redacted] first contacted us on 11/15/16 stating that the refrigerator had an error code.  Service was scheduled on 12/2/16 and parts were order on 12/6/16 to repair the refrigerator; on 1/5/17 the parts were installed and the repair service was completed.   On 1/23/17 Mr. [redacted] contacted us once more stating that the refrigeration was not cooling and service was scheduled for 1/26/17.  Upon inspection it was determined that this type of issue is to be handled by the manufacture. ** attempted to repair the product on 2/20/17, however, it could not be repaired. At this time Mr. [redacted] has been approved for a replacement; the new product as been selected and was delivered on 2/24/17If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards, Kristal [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 7/02/15, Mrs. [redacted] purchased a [redacted] washer and dryer and elected to purchase a 48-month Repair Service Agreement Plan. We researched Mrs. [redacted]’s service history and found that she has...

contacted us on eight separate occasions for service on her washer;8/18/16- Technician adjusted door to complete repair; no parts were required·         8/25/16- No problem found with unit·         9/03/16- No problem found with unit·         9/29/16- Service order was cancelled due to no response·         12/12/16- No problem found with unit·         12/27/16- No problem found with unit·         12/31/16- Technician replace senor; unit tested ok·         3/01/17- No problem found with unit We show Mrs. [redacted] currently has an appointment schedule for 3/29/17 to have a technician re-assess her washer. Once the technician inspects the unit we can determine what further actions are required. At this time Mrs. [redacted]’s washer does not meet the qualification for an exchange; we have only replaced parts once on the unit. However; we will continue with any covered repairs as listed under the Terms and Conditions. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha [redacted]Customer Relations

Revdex.com: What Ms. [redacted] has written is not what I agreed to. I included an email of what I did agreed to. As far as the pick up goes I had a drs appointment and had no idea they were coming. I tried to call to set up a time but never got a response. Before they pick this couch set up I want my cashier's certified check. I do not trust this company. I want my check in my hand not the mail and not on any account. I do not want any credit with this company. I have been waiting over a yr. I am under drs orders and I dont need this stress. I want my refund. Once I recieve my cashier's certified  check I will attempt to set up a time to pick up. 
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,

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,I refuse to accept the fact that you are allowing your employees to tell customers one thing and do another. I see that there is no good ending to this problem. I will be making sure we never shop at your store again and my friends and family will also be avoiding Conns also. I am very sad for your business that you treat customers one way, tell them something and do another.  I refuse to be a part of this nonsense.  I will be filing a complaint with the company also. I know nothing will be done, as evidenced by this conversation, but I promise I will never shop at Conns again.  
 











10/31/2015






Complaint

On 8/31/15 Conn's delivered a ** washer and dryer. on 9/2/15 I called conn back because the dryer was making a loud rubbing noise. on 9/7/15 the repair man came an said that the drum was rubbing against something. They said that they would send another dryer on 9/14/15. On that mon. they...

delivered the dryer and when they took the dryer out of the box it was bend up and damaged like it had been drop. they said that I would have to wait until the next Monday for deliverer but I called them and said that if they could not deliever before then, to please pick it up.
A dryer was delivered on 9/15/15 but the light on the dryer did not come on. by that time I discover that the super cycle on the washing machine did not work. we called and a repair man did come out and he came out on the 24 and said that the super cycle on the washing machine was a little off but if she put it on the regular cycle it is really washing on the super cycle. the dyer is still not working light and the washing machine has the same problems. they wont replace either one and they are expecting me to pay for it. they said the only way that would pick it up is under a repossession status.







Desired Resolution

repair the bulb in the dryer and replacement the washer.

Consumer Business Dialog

Thank you for the opportunity to respond...

to [redacted] complaint.  Our records show on 8/08/14, [redacted] purchased a [redacted]” [redacted] with a 49-month Repair Service
Agreement w/Accidental Damage.  [redacted] signed invoice indicates
at the time of purchase he acknowledged he was provided a copy of the RSA
& ACCIDENTAL DAMAGE brochure and that he understood the coverage
associated with the product; [redacted] also signed acknowledging he was
given a copy of Conn’s Return and Exchange Policy.  [redacted] elected
to take his television from our [redacted] location store #[redacted].
 

After researching [redacted] complaint we found he contacted our
service department; stating his television would not power on.  [redacted] has verified his serial number and was scheduled for service through
a local certified 3rd party
service provider on 4/21/15;
however [redacted] was out of town and informed the service provider that he
would contact them once he returned to schedule another appointment
date. 

 

If we may be of further assistance, [redacted] may contact our
[redacted]

     


 
Kind regards,
 
 
[redacted]










5/7/2015

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. We responded to Mrs. [redacted]’s concern through the Revdex.com on 1/12/16, 1/25/16,2/4/16 and 2/16/16 notifying her on each occasion that her washer was approved for an exchange on 1/5/16. Mrs. [redacted] was also made aware that she was approved for a credit up to the original amount paid of $599.99 and had the option to use the credit towards the same model or reselect a different model. In Mrs. [redacted]’s last response she stated she wanted to keep the same model originally purchased therefore we scheduled her delivery for 2/27/16 to receive a new washer. However; during the pre-call Mrs. [redacted] informed Conn’s delivery team that she was not available for delivery therefore her delivery was been re-scheduled for 3/6/16.   Also, our records show that our Customer Relations Officer has attempted to contact Mrs. [redacted] on several occasions but was unsuccessful and left her direct contact information to address her concerns. We apologize for any inconvenience Mrs. [redacted] experienced during this process. If we may be of further assistance, Mr. [redacted] may contact Customer Service at1-877-358-1252. 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.  
From: [redacted] Sent: Thursday, April 02, 2015 10:04 AM To: drteam Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]   It has NOT been resolved I was told I got credit to get new lab top for 899.00 and when I went that same day to [redacted] store they didn't have the same lab top. They told me I had credit of 899. to choose another laptop same value which we didn't like and asked if maybe any other Conn's stores had same one they could ship to [redacted]. The said No, so we decided to get a little more expensive one which they said we could but need to check our credit which they did to make long story short the made me wait 2 hours and at the end could make transaction happen something with manager in charge didn't know how. I said ok ask if they can just credit my acct. I spoke to Hector he said he would inform manager. We decided to go to [redacted] and bought another laptop we had been more than understanding and need it to get it . I called Hector at that same night and informed him we only wanted our acct. credited and I would continue paying the rest of my balance on other merchandise bought on our acct.  Then said they would credit my acct. the 899. plus 299. for the insurance purchased for that laptop. I few days later I get a call from [redacted] warehouse saying the wanted to deliver a laptop to my house the same kind. Of course I got upset told delivery I was not accepting anything delivered that I had already purchased one at another store that if they had done that day I spent 2 hours waiting, I would have avoided all of this hassle. I don't know what they where thinking lies and more lies giving me the round around wasting more of my time.  I called store and spoke to manager he said they would credit my account the 899. and 299. total with interest added was 1,298. I said fine and had been waiting for my acct to be credited so I could pay off the balance so I wouldn't have to do business with them.  I called last week since balance is still the same and the manager told me it took 10 - 15 days to appear on line. On Friday the 27th I get a call from young lady at the store stating that they had my laptop ready to pick up the one I had dropped off in Jan.  I was super upset and told her that my account had been credited and to speak to Hector or her manager that I had already been told that my laptop was lost. what the hell excuse my language how is it that it now appears what kind of scam are they running I am sick and tired of them that young lady went as far as to ask me if they gave me receipt. That's not all I have another appliance I purchased and needs repair which I also notified them back in same time as laptop but hadn't complained since it could wait laptop we needed A.S.A.P. for my daughter since she needed for college classes.  My refrigerator freezer door has to be replaced since it started cracking and it wasn't even a year old.  It is separate account under my wife name [redacted]  They came to check it out at home and said that hard plastic couldn't be replace that the whole door needed to be ordered.  Well I'm still waiting this is insane please re-open my complaint. Oh and if my wife needed to open a separate complaint for refrigerator I do it gladly . I am so tired of this run around. Thank you [redacted]   [redacted]
Regards,

Thank you for
the opportunity to respond to Mr. [redacted] concerns regarding account
[redacted].  Mr. [redacted] stated insurance
was added to his account that he did not want. 
According to
our records, Mr. [redacted] signed a 30-month retail installment contract on
January 21,...

2014.  That contract included
a 6-month no-interest financing promotion(“cash-option”).  On April 3, 2014 Mr. [redacted] received an
invoice credit in the amount of $246.75 for the retail service agreement.  On April 15, 2015, Mr. [redacted] received an
additional invoice credit in the amount of $307.33 for the insurance. 
Mr. [redacted]
missed his “Cash-option” payoff amount by $13.00.  On July 30, 2015, Mr. [redacted] made the payment
of $13.00 and we agreed to honor the terms of his “cash-option and close his
account.
As of
September 16, 2015, Mr. [redacted]’s account has been closed with a zero
balance.  We have included a copy of his
payment history for his records.
We value Mr.
[redacted] as a customer and appreciate him for bringing his concerns to our
attention.  Thank you,Cheryle S[redacted]