Conn's Home Plus

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  I have worked with [redacted] in regards to the return and while they approve it - CONNS continues to fail to do what needs to be done on their end to resolve the situation.  They will not work with me at all due to complaints and the threat of Legal representation.  The call me every three hours harassing me looking for payment.
This company needs to be investigated.  Their 'business' practices are horendous!
Regards,
B[redacted] P[redacted]

Thank you for the opportunity to respond to [redacted]’s additional
concerns.  We have confirmed [redacted]’s new sofa was successfully delivered on [redacted].  Although we are unable to honor [redacted]’s
request to credit her account for two payments, we do understand her concern
and have agreed to credit her $[redacted] for the delayed delivery and inconvenience.  The credit is currently processing and will
reflect on her account within the next billing cycle. 
   
If we may be of further assistance, [redacted] may contact
Customer Service Department at [redacted].
 
 
Kind regards,
 
[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.  
It would seem that the online payment system made both payments to a single account instead of the two separate accounts as selected. Since this has been resolved by speaking with CS, both accounts are now in good standing and so, I have since then asked that both accounts be combined into a single account. Here's to continuing to doing business with Conn's....Thank You.

Thank
you for the opportunity to respond to Mrs. D[redacted] complaint.  After researching her concerns we found she
was misinformed by an agent before the inspection report had been
reviewed.  We contacted Mrs. D[redacted] on
12/16/14 and advised her that the photos from the report displayed...

an
accidental blood stain that we were unable to removed therefore an exchange was
approved under the terms and conditions of the Furnituregard coverage.  We confirmed oppose to Mrs. D[redacted] using the
credit toward replacing her mattress she selected a 3D blue ray player which
was picked up on 12/21/14.  We sincerely apologize
to Mrs. D[redacted] for the delay and any inconvenience caused.
 
Sincerely,
 
Kathryn J[redacted]

Thank you for the opportunity to respond to [redacted]
complaint. Our records show on [redacted] purchased a [redacted]
electric washer and dryer with a 24-month Repair Service Agreement Plan.
We received [redacted] complaint and found she contacted
our service...

department on [redacted] stating her dryer was making a loud humming
noise and would not start. A service appointment was scheduled on [redacted]; the
technician found parts were needed to complete repairs. Our records show there
was a delay receiving all necessary parts to complete repairs from the
manufacture. On [redacted], we contacted [redacted] to notify her that we
have received all parts and a service representative will contact her with the
first available date to complete the repairs.
[redacted] offered [redacted] a credit in the amount of
$** to her account as a goodwill gesture. Our records show on[redacted], we also
submitted a request for a $** gift card to be mailed to her residence. We
sincerely apologize of any inconvenience [redacted] experience as a result
of the service delay.     
If
we may be of further assistance, [redacted] may contact us at [redacted].
 
 
[redacted]

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding account
[redacted].  Ms. [redacted] stated she
called to have her payment due date changed to the first of each month. 
 
According to
our records, Ms. [redacted] signed a 30-month retail...

installment contract on
July 18, 2015.  She agreed to have her
minimum monthly payment due on the 25th of each month.  On October 19, 2015 Ms. [redacted] called to
schedule the payment that was due on September 25, 2015.  At that time she requested the payment due
date be moved to the 1st of each month.  We were unable to honor that request because
the account was considered past due at that time. 
 
Once September’s
payment posted to the account, we were able to honor Ms. [redacted]’s request
and her due date has been moved to the 1st of each month with the
next payment being due on November 1, 2015. 
As of November 5, 2015, a late payment fee has not been assessed on the
account for the October payment.  We have attached a copy of Ms. [redacted]'s payment history for her records. 
 
We value Ms.
[redacted] as a customer and appreciate her for bringing her concerns to our
attention.  Thank you,Cheryle [redacted]

Revdex.com:
I have reviewed the response made by the business in r[redacted]rence to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  I purchased [redacted] Laundry Stackable 5-2-2015 It was delivered 5-3-2015. Attempted to use the appliance and the dryer began knocking and stopped working. Contacted Service department. 5-4-2015 tech came to site and advised was not able to fix and would need to be replaced. Tech contacted service department explained issue, rep advised would be approved for replacement in 72hrs and to go back into store to pick "different" appliance due to issues with [redacted] Stackable. Also advised damage my be due to having to lift appliance up multiple stairs. 5-5-2015 I contacted [redacted] rep in [redacted] who assisted me and advised would be back in store to chose different appliance. The [redacted] Store manager [redacted] and rep [redacted] were extremely helpful. Store manager [redacted] attempted to contact the Corporate office numerous times between 5-5-2015 till 5-12-2015 with no success. I then reached out to previous rep [redacted] who assisted me with previous issue and on 5-16-2015 11:25am I was contacted by [redacted] who asked me to send pictures of the damaged exterior of the appliance. I replied back by email on 5-16-2015 11:37am and advised rep the exterior of equipment was fine and per the notes on the account by service tech and service department the appliance malfunctioned. rep advised she would forward info to delivery manager. I have contacted service department and corporate and each time advised someone will call back. Last conversation I spoke with rep who advised she was from corporate. I asked her to just come and pick up appliance and credit me back. she advised she would follow back up with me. Today is 5-28th-2015 and I still have not heard from Corporate or the Delivery servicePick up appliance and refund account back
Regards,

Thank you for the opportunity to respond to Mr. [redacted]’s additional comments.  At the time of Mr. [redacted]’s purchase, Conn’s were offering:0 interest for 24-months on all furniture & bedding purchases $1999+ Free HDTV or Free Delivery. After reviewing Mr. [redacted]’s credit application that was submitted with Conn’s; we were able to confirm that it was approved for 18-month no interest.  The sales associates did attempt to run an application through [redacted], but Mr. [redacted] was not approved.  Mr. [redacted]’s account is a MAX 36-month term but not a 36-month cash option.   We were also able to confirm with Mr. [redacted]’s sales associate that he Mr. [redacted] chose to go with two sofas.  The [redacted] set can be(sofa/loveseat, sofa/sofa, or loveseat/loveseat to make a sectional)because it gives the consumer two more massage seats and it was only an inch different in length.  The sales associate also helped Mr. [redacted] with the furniture measurements.    In regards to Mr. [redacted]’s claim that he did not receive or was unaware of Conn’s Return & Exchange Policy; we respectfully disagree with that notion.  Mr. [redacted]’s signed invoice acknowledges that he was provided a copy of the Conn’s HomePlus Return & Exchange Policy envelope. In addition, to receiving a copy of our policy it also displayed at each desk and on a large sign in the front of the store that can be seen entering and exiting each location.  To ensure transparency, this policy can be found on Conn’s website athttp://www.conns.com/returns-and-exchange/.  Once the consumer’s invoice is printed, they are given a copy of the policy along with a copy of their invoice.  Mr. [redacted] should have also received a copy of his invoice via email.   Again, at this time we are unable to honor Mr. [redacted]’s requestto return or exchange his furniture.  Mr. [redacted] signed his delivery receipt acknowledging his furniture was received in good order.  As previously stated; Conn’s has a No Return/Exchange Policy on furniture unless inspected by a Conn’s Service Technician and found to have a manufacturer’s defect.   If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252.      Kind regards,     Jana A[redacted] Customer Relations

Thank you for the
opportunity to respond to [redacted]’s additional comments.  [redacted] has been contacted and
her concerns have been addressed.
 
If we may be of
further assistance, [redacted] may contact our Customer Service Department
at ###-###-####.
 
 
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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  Conn's option to charge me a restocking fee for a faulty washer is an unacceptable resolution. If they had not accepted that the washer was faulty they wouldn't have agreed to exchange it in a previous correspondence. They initially sent out a delivery person not a repairman to address my complaint with both units. I went to the store and played a video for my salesperson of the unusual noises the washer was making. I was advised to check to make sure the shipping rods had been removed because the unusual sounds were evident to him also. I'm disappointed that they are blaming me for a delivery scheduling issue as they gave me hours to try to get approval to miss work from my employer. I would be happy to provide dated and time-stamped emails, texts, videos and pictures. I still believe my initial request is reasonable as I also acted in good faith by shopping at Conns for my appliances.

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,
 Revised: August 29, 2016  June 9, 2016 To Whom It May Concern: My name is [redacted] and my husband and I visited your Conn’s Store in Southaven, MS that opened on Friday, May 27, 2016. We visited the store on Saturday, May 28.2016. We purchased a mattress and sofa sleeper. I WAS SO PLEASED WITH THE CUSTOMER SERVICE EXPERIENCE I HAD WITH [redacted] that I went back on Monday, May 30, 2016 and purchased the recliner. All this was thru your amazing credit program. I went and told my family members how pleased I was and that you had some amazing sales associates working for you. So here comes the part that is now a bitter/sweet situation. I was told that my delivery would be here on Tuesday, June 7, 2016 (which it was). I was told that I needed to make sure to inspect everything (which my husband did). Only to find out that the recliner and the mattress was perfect. The sofa however had scratches at the bottom and then there was a hole on the arm and the inside filling was coming out. My husband advised the driver to return the sofa. The driver did and a supervisor came out and spoke with my husband about the concern of the sofa. Well the supervisor didn’t know about the hole on the arm at the time and made a statement to my husband (“that the scratches were at the bottom and you can’t see them)! This to me was an insult to even say! THIS WAS NOT SOME USED AS IS FURNITURE AND WHY SHOULD I ACCEPT OR PAY FOR SOMETHING DAMAGED? So I received a call and text that said I would have another one delivered to me on June 8, 2016 between the hours of 4:15p and 7:15p. I so called the store and spoke with [redacted] (my sales associate) she said she would look into my concern and let me know what is going on (she made sure to apologize for my concern). When she called me back she advise me of the same information that I had received a call and text about. So again I’m on Cloud 9 and telling my family and friends how you guys turned what could have been a BAD situation into an amazing experience (only to later be let down and eat my words). So on June 8, 2016, I rushed home from work and cancelled my plans I had to go to [redacted] So time passes and it’s 5:49pm and no call has come in or text so I called the [redacted] number and spoke with [redacted] informed me that she called the store the night before and let the store manager know that they DID NOT have another leather sofa sleeper in stock and that the system did not show when another sleeper would be in. She said I should call the store and speak with the manager to see what kind of solution they had for me. I advised her that she should do the leg work not me (I’m being inconvenienced). So I sat and waited for someone call and 30 minutes went by and I said let me call. I called the store and asked for the manager. [redacted] (I think was his name) got on the phone and I explained to him my concern. He said give me a moment and he looked in the system and saw that another sleeper would not be available till June 27, 2016. He said I can give you a credit for your sleeper and you can go somewhere else and get one (I said no, I brought the matching recliner, so that is not an option) He said well we have another sleeper you can get. I said that will not match neither my recliner, nor will it match what I already have in my home. I advised him that I had several events that I had planned to host at my house and that I had given away my sofa and had nothing for my guest to sit on. So he asked “WHAT WOULD YOU LIKE FOR ME TO DO”? I advised him to give a credit or something for the inconvenience. “He advised me that that wasn’t going to happen and he couldn’t do that”. So at this point because I really want the sofa sleeper my back is up against the wall and I am stuck without a couch and I can’t sit in my living room for 20 days. He said that the sofa sleeper would be in on the 27th of June and he will schedule for it to be delivered on the 28th of June. So this letter is just to express my FRUSTRATION for this inconvenience. I now have another issue with your company. I overpaid my account on July 15, 2016 and was told that it will take 7-10 business days for it to be processed and me to receive the refund. The person in the store advised my husband to also call the customer service office and let them know that this has been paid so when the check comes in they will already have a head start on the process. I called the customer service department and let them know and the lady I spoke to advised me the same thing. I called back on July 20th and spoke with a representative who advised me that it will take 4 to 6 weeks. I would like someone to look at my account. Because some are saying 7-10 business days and some are saying 4-6 weeks. When calling to find out about the status of my refund I have been hung up on, I have been provided miss information. I have been denied the ability to speak with a manager, I have been denied information on who is the district manager. My last visit to the store was a nightmare. The store manager ([redacted]) talked to me like I was nobody. He threated to call the police on me. He advised me that I would have to wait till they send my check and there is nothing that he will do about it. He refused to give me his manager. He said he is the head and I would need to call and speak with customer service if I wanted any other information. He just frustrated me even more rather than find a resolution to the situation. $942.63 is no small change. I have paid several other bills and they were overpaid and they were paid after I paid this account off and I have received my refund with no problems. I would like to be heard and I would like to speak with someone in "Corporate to advise of the employee's you have working for you. To me if it was my company I would care and want to know these things. These things are important because it can cause you your business. Now if the situation was reversed and I owed you money, I would have reported to the credit bureau and you would have been blowing my phone up.   Best Regards, [redacted]            [redacted]
 [redacted]e: [redacted]o: [redacted]w: [redacted]

Thank you for the opportunity to respond to Mr. [redacted] additional complaint. Conn’s does not waive restocking fees for products returned within 24-hours; please see Return/Exchange Policy http://www.conns.com/returns-and-exchange/. Mr. [redacted] restocking fee was waived as a gesture of goodwill due to he stated the item was an older version and wanted to re-select a current model. Mr. [redacted] re-selected the [redacted] 13” [redacted] Pro Retina and signed acknowledging he received the item in good order on 7/22/16. As previously mentioned; Conn’s does list the specifications on our shelf tag for all [redacted] laptops as well as provide display models for the consumer to interact with before making a purchase. Mr. [redacted] acknowledges that he currently has a 2015 model which is what he requested in his original complaint (Desired Settlement:  I would like a full refund and or exchange for a 2015 model [redacted] Pro as describe). Therefore; we are unable to honor Mr. [redacted] request to exchange his unit again without the required 15% restocking fee. Mr. [redacted] has been advised that he has until 8/5/16 to return/exchange his unit with the required restocking fee before the time-frame expires. If we may be of further assistance, Mr. [redacted] may contact us at 1-866-765-1513.   Kind regards, Dyeisha [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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  What they stayed above is a lie I did reach out to them I did through 3 different attempts through gateway store in Bmt through assist manager in Port Arthur  they did Not call me I called the tech because he failed to call on this last trip stating he got side trackedE back state he would have to order parts and they never called me to come back out and to show up unscheduled mistake not mine I did when second schedule was made the tech stated he was running late after my four hour window as I called 20 mins after the set window time so they again did not show up on time. But again I see the truth doesn't matter  so I will resolve this but want the. I would like my complaint of service to remain I want the complaint of poor customer service to remain and I will be sure to handle my issue legally!! please any one reading this. complaint do not do service with CONN'S save your funds go to any other appliance location  because they 100 % lie and give no service warranty or NOT and FYI I DO HAVE A WARRANTY BUT THEY WOULD RATHER RUN IT OUT BECAUSE THEY GAVE A defective PRODUCT.

Thank you again for the opportunity to respond to Mr. [redacted]'s concerns regarding credit reporting.  Again, we only have record of one credit inquiry being processed.  Mr. [redacted] may fax over a copy of his credit report for further review.  We ask that Mr. [redacted] fax his credit report to 877-404-2434 for further review.   Thank you, Cheryle [redacted]

Thank you for the opportunity to
respond to [redacted]’s complaint.  Our records show on 6/12/11, [redacted] purchased a
Trevisio king bedroom set which consisted of eight pieces; headboard,
footboard, rails, (2) accent chest, 7-drawer dresser, 5-drawer chest, and
mirror with a...

limited 1-year manufacturer warranty which expired on 6/13/12.  [redacted] elected to
have his bedroom set delivered; [redacted] signed acknowledging he received
his bedroom set on 6/14/11 in good order. 
 We received [redacted]’s
complaint and found he contacted our service department on two separate
occasions regarding his headboard. 
·         On 7/13/11, [redacted]
contacted us; stating the headboard was squeaking, not sturdy, and was
loose.  We attempted to contact [redacted] on several occasions to
schedule service, however due to no response his service order was cancelled.
·         On 8/09/11, [redacted]’s
service order was re-opened and he was scheduled for service on 8/13/11.  During [redacted] inspection the serviceman found the bed was squeaking and the legs on
slat needed to be adjusted.  The serviceman adjusted the legs and
tightened loose screws.
 
Our records show [redacted]
contacted service on 9/04/14 requesting to have service on his
bed rails; [redacted] was advised his items were no longer covered under
warranty.  At this time we are unable to honor [redacted]’s request for
an exchange or refund; [redacted] bedroom furniture is no longer covered under
warranty as of6/13/12.
 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 Mr. [redacted]’s complaint.  Our records show that on 12/10/15 Mr. [redacted] purchased the [redacted] brand king sized bed set, dresser, mirror and two nightstands all with 36-month FurnitureGard Service warranties.  Mr. [redacted]’s...

received a copy of the Return and Exchange Policy at the time of purchase.  Our Return and Exchange Policy states: No returns or exchanges on furniture.  If your product fails while under manufacturer’s warranty or Conn’s FurnitureGard Service Plan, Conn's Factory Authorized Service will repair your product according to these warranties.  Mr. [redacted] also signed his invoice acknowledging that he received a copy of Conn’s Return and Exchange policy.  Mr. [redacted]’s [redacted] bedroom furniture was delivered on 02/03/17 as requested. After further review we show that Mr. [redacted] first contacted us on 02/03/17 stating that the footboard drawer was cracked, the dresser was damaged and missing hardware.  On 2/7/17 Conn’s contacted Mr. [redacted] to inform him he had been approved to have the dresser and footboard replaced.  Upon receiving the replacement footboard it was damaged as well and no longer in stock. Conn’s delivery team has been in contact with Mr. [redacted] and made arrangements to redeliver the new footboard during the week of 2/20-25/17 once be becomes available.   Also as a gesture of goodwill we will send Mr. [redacted] a $200 gift card for all of his inconveniences. If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards, Kristal [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 7/23/2016 and assigned ID [redacted]  Sent: Wednesday, July 27, 2016 1:16 PMSubject[redacted]
 Thank...

you for your assistance,  my washer was replaced yesterday evening.  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.  
[redacted] did go to the store where the store mgr told her do not pay first he would email to push the consolidation. Then on [redacted] the asst mgr said corporate wants to redo the contract. Here are my issues:1) You didn't even bother to notify me. I had to notify you.2) Not only do I have a contract and a payment book you sent at end of November but on [redacted] I even have a Thank you for your purchase letter that says what we agreed to. (Attached)3) on [redacted] a new Conns account was entered on my credit report. --Does that not solidify a contract agreement?4) Now the first one is past due and in collections-- Why? I was under assumption of the consolidation and so were you guys. Resolution yes I want resolution and an apology! And how about a phone call from a person who has all the answers instead of being transferred from one person to another. [redacted] from Conns was supposed to be researching this matter but I still have yet received a call from her. Everytime I talk to some one it is ALWAYS conflicting information. How about I pay first contract, you remove any derogatory mark on that account. And you guys can pick up the TV/soundbar/cable and retract the open new account on my credit report. Then we do not have to worry of a second contract. As a repeated customer to your store --you just lost one.  
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  [redacted] was at my house on 10-10-16 to finish repairs that took took a month and a half to complete.  [redacted] may be contacted for confirmation at [redacted].  This work was done with my new service contract that I am presently paying for.

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding account [redacted].  Mr. [redacted] stated he paid his account balances in full but the accounts did not close.   According to our records, Mr. [redacted] paid his account balances in full; however, due to a system issue the...

account remains open.    Conn’s is working diligently to resolve the issue and close Mr. [redacted]’s accounts.  Once the accounts close, Mr. [redacted] will receive close-out letters in the mail.   Conn’s values Mr. [redacted] as a customer and sincerely apologizes for any inconvenience he experienced due to this matter.