Conn's Home Plus

After
receiving Mr. [redacted]’s last rebuttal we have made several attempts to contact him
by phone however we have been unsuccessful in our attempts.  Since his original complaint was filed we
have offered and honored the following request to resolve each of his concerns.
 
1.   
Due to a chip that was found on Mr. [redacted]'s dresser at the time of
delivery we offered and applied a damage concession of $89.00 to his account
which he agreed to keep. (See attached)
2.   
At the time of delivery Mr. [redacted] refused the sofa due to the
damage that was found.  Because the items
were originally close out pieces we were unable to complete the set therefore, Conn’s
agreed to return both items and credit his account.  A credit of $714.50 was applied to his
account. (See attached)
3.   
We offered Mr. [redacted] the option to re-select another furniture set
and gave him 50% off the new items as shown on the invoice attached.
4.   
We confirmed the lamp was also damaged upon delivery therefore we
credited Mr. [redacted]’s account $73.20 which was the cost of the lamp.  We were later able to locate the same lamp in
another market; Conn’s agreed to ship the lamp directly to Mr. [redacted] for free
and did not charge him for the new lamp.
5.   
Mr. [redacted] was contacted by a general contractor regarding the
damage to his home; the contractor has since reported the repairs to his home
have been completed and no further contact has been made.
 
Regarding
Conn’s Price Guarantee when we spoke with Mr. [redacted] in June we informed him that
we do honor our Price Guarantee as it is stated on our website (See
below).  We asked Mr. [redacted] to please
provide a copy of the weekly print ad from an established retailer that showed
the exact item; if his purchase qualified we would honor the Price
guarantee.  Our records show as of
9/17/15 we still have not received a copy of the advertisement.  Conn’s Price Guarantee can be found on our
website.
 
We want you to be
confident in your purchase from Conn’s. If you find the same item advertised in
the weekly print ad at an established retailer (excluding Internet-only
competitors) within 30 days of your purchase, we’ll match it*. No questions, no
hassles. It’s that easy.
*Includes in-stock products only and those
without other promotional, finance or clearance offers. Price match policy does
not apply to computers.
Conn's cannot be held liable for any
typographical or pictorial errors that may occur on this website.
 
If Mr. [redacted] has any additional questions he may
contact me directly at 1-800-280-1514 ext 3277.Kind regards,Kathryn J[redacted]

Also here is the copy and pasted return policy from Conn's website.... we have had a Conn's Service Technician at our house and found to have a manufacturer's defect as per exclusion criteria for return:14 days from the date the item is received for computers, computer equipment & accessories,...

camcorders, tablets, gaming systems and digital cameras. There is a 15% restocking fee.* 30 days for electronics, appliances and items not included in the 14 day exchange list above, or the No Returns/Exchanges list below. There is a 15% restocking fee.* The item(s) will be picked up by a Conn’s delivery team, or products purchased via the website can be returned to the mailing address provided or your nearest Conn’s location.For ALL returns & exchanges, any free promotional items tied to the purchase must also be returned.No Returns/Exchanges on:Furniture, mattresses, décor & accessories unless inspected by a Conn’s Service Technician and found to have a manufacturer’s defect ** See exclusion below.All air conditionersMobile smartphonesMobile Prepaid CardsAny item purchased under a third party lease and/or rent-to-own plan, except for manufacturer’s defects.Any Beats by Dre® products in store without a Conn’s RPP plan. Customers will need to go through Beats customer service at 1 (800) 442-4000 for all Beats product-related issues.Requirements for ALL Returns/ExchangesProof of purchase.Merchandise must be in new condition as determined by Conn’s.Merchandise must include original box, packaging, all manuals and accessories (value of missing items will be deducted from the credit amount). All free promotional items tied to the purchase must also be returned.Delivery and installation charges will not be refunded on any returns.A second delivery fee will be charged on all exchanged merchandise unless original merchandise has been inspected by a Conn’s service technician and is found to be defective or the original merchandise fails within 24 hours of delivery or 72 hours if purchased with a Retail Service Agreement (RSA).Shipping and handling is nonrefundable on any return. The customer is responsible for all shipping charges and shall assume all risk of loss or damage to product while in transit to Conn’s. The customer must ship the item with an approved RA slip. RA slips are valid 14 to 30 days as appropriate.*15% restocking fee is due at the time of the return/exchange and may not be financed on your Conn’s Credit Card (GE Money) or Conn’s Credit (Yes Money). 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. If your product fails while under the Conn’s Replacement Product Program (RPP), it will be replaced under the terms of the RPP. Charges for installation and delivery services are nonrefundable after the services have been performed. All refund checks will be processed within 10 calendar days.**The iComfort® Sleep System by Serta® 120 Day In-Home TrialYou can feel confident when you switch to a new iComfort® Sleep System by Serta® with their 25-Year Limited Warranty and their 120-Day In-Home Trial. This trial program is offered exclusively by Serta to their retail partners, allowing you to experience your new iComfort sleep system in your home for up to 120 days - and still exchange or return it if you are not completely satisfied*. Once your iComfort Sleep System is delivered and set up in your home, sleep on it for a minimum of 30 nights to adjust to a new level of comfort and support. If you are not completely satisfied after the first 30 nights, contact your Serta retailer to discuss your options.*Policies set by local retailer. See store for details. Excludes delivery and set up fees. Offer does not apply to Serta® Motion Perfect® Adjustable Foundations, iComfort Pillows and other iComfort accessories.

Thank you for the additional opportunity to respond to [redacted]' concerns about her account.  [redacted] stated she is having difficulty paying this account online.
[redacted] can contact our customer service line and they can walk her through the web-pay, she can pay the account with on one of our agents, use our automated phone system, or make the payment in the store.
If she has any further questions she can contact our customer service line at [redacted]

Thank you for
the opportunity to respond to Mrs. [redacted]’s concerns regarding account
#[redacted].  Mrs. [redacted] stated we
attempted to process a payment from her checking account.
 
According to
our records, the account belongs to [redacted]. The last payment posted...

to
Mr. [redacted]’s account was on September 5, 2014. 
There have been no additional payments processed on the account since
September 2014.  We have attached a copy
of the payment history for Mr. [redacted]’s account for his records.
 
We value Mr.
[redacted] as a customer and appreciate Mrs. [redacted] bringing her concerns to our
attention.  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.][redacted]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 for this issue.

Thank you for the opportunity to
respond to [redacted]’s complaint. Our records show on 6/25/14, Mrs.
[redacted] was approved for an exchange to re-select two furniture...

pieces and
elected the [redacted] Reclining sofa and loveseat both with a 48-month
FurnitureGard Plan. Mrs. [redacted]’s furniture was delivery and signed
acknowledging the items were received in good order on 6/29/14.
We researched [redacted]’s
complaint and found they first contacted our service department on 5/20/15
stating the cushion was ripped on the loveseat. A service appointment was
scheduled for 6/5/15, during inspection the serviceman found a large slice on
the left seat casing. We order a new seat casing from the manufacturer which
was shipped directly to [redacted]’s residence on 7/21/15. Mrs. [redacted]
was contacted on 7/24/15 and verified parts were received however; she declined
to schedule a repair date at that time and informed the representative she was
requesting an exchange. Our service department attempted to contact Mr. and
Mrs. [redacted] to schedule a repair date again on 8/5/15 but was unsuccessful in
their attempt therefore; the service order was cancelled. Our records show on
9/9/15, Mrs. [redacted] contacted our service department again stating both the sofa
and loveseat cushions are sinking in, both are losing support and they could
feel the frame when sitting. [redacted] are currently scheduled to have
a serviceman assess both units on 9/21/15. Once the serviceman inspects both
units we can determine what further actions are required.
At this time we are unable to honor
[redacted] request for an exchange; we will continue with any necessary
repairs that are covered under the Terms and Conditions of the FurnitureGard
Plan.
If we may be of further assistance, Mr.
and Mrs. [redacted] may contact Customer Service at [redacted].
Kind regards,
Dyeisha W[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
There has been no resolution to horrible customer service and complete indifference to my wasted time and energy, trying to have something taken care of that I paid extra for.  I didn't even hear from the business nor did they attempt to resolve the ongoing customer service issues until moments before they contacted the Revdex.com to claim this was resolved. Other consumers have a right to know there is no accountability in the Conn's Customer Service and Service Department as well as complete indifference from their so called management team (phone calls are never returned and no one is accountable for employees hanging up on you, swearing at you and lying to you).   
Regards,

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding ccount [redacted].  Mr. [redacted] stated he believes his account should be closed.    According to our records, Mr. [redacted] signed a 32-month retail installment contract on Februrary 5, 2016.  He agreed to...

have his minimum monthly payment due on the 20th of each month.  Mr. [redacted]’s television was defective and we did not have a replacement model.  Mr. [redacted] returned the television and the repair service agreement and a credit in the amount of $4113.48 was applied to his account on May 27, 2016. On July 20, 2016 a finance charge recalculation was processed.   Mr. [redacted] is responsible for the remaining  balance owed on the account, as all credits were applied to the account.  We have attached a copy of Mr. [redacted]’s payment history for his records.   Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove the negative credit marks assessed on the account due to payments not being made timely.    Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.

Thank you for the opportunity to respond to Ms. [redacted]'s concerns regarding account [redacted]. Ms. [redacted] stated she does not believe the correct financed amount is being reported to the credit bureaus.  According to our records, Ms. [redacted] signed a 36-month retail installment...

contract.  That contract created account [redacted] and included our 12-month no-interest financing promotion ("cash-option").  Ms. [redacted]'s total "cash-option" price is $2770.71 if paid within the promotional period.  Per the terms of the "cash-option," the "cash-option" is void if the minimum monthly payments are not paid within 10 days of the due date or the unpaid portion of the total "cash-option" is not paid within 10 days of the "cash-option" expiration date.  If the "cash-option" is void, the original terms and conditions found in the retail installment contract ill replace the  "cash-option."  Per the retail installment contract, the total amount financed (if the "cash-option" is void) is $3072.76. If only the minimum monthly payment of $136.02 is paid each month, the total of payments will equal to $4896.72 which is the amount reported to the credit bureaus as Ms. [redacted] is only required to meet the minimum monthly payment requirements.  Conn's respectfully disagrees that the incorrect amount is being reported to the credit bureaus as $4896.72 is what is reported per the terms of Ms. [redacted]'s signed contract.  We have included a copy of Ms. [redacted]'s signed documents for her records.  Conn's appreciates Ms. [redacted] for bringing her concerns to our attention.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I look in the future seeing them change their business practice. Given the facts and given the hassle and inconvenience, no customer should experience that or experience issues with returns in general. There are many complaints that reflect the same issues and in order to retain good customers, you have to be willing to work with a customer in those unfortunate circumstances like mine. I very much feel I may not purchase anything else from conns just based on the issues I had with the company and the lack of understanding and poor customer service in general. I understand that they have to protect themselves, but when a store manager is indicating I did what was necessary, I should not have been subjected to this for as long as I had to be.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 1/02/17, Mrs. [redacted] purchased a [redacted] console and piers and elected to purchase a 36-month FurnitureGard Plan. Mrs. [redacted]’s console was delivered and signed acknowledging the item...

was received in good order on 1/03/17. We attempted to contact Mrs. [redacted] to discuss her concerns however; the number provided is currently not in service. After further review of Mrs. [redacted]’s complaint, Conn’s has agreed to issue an exchange on the [redacted] fireplace console in attempts to resolve this matter. Mrs. [redacted] may visit her nearest Conn’s to initiate the exchange.   We sincerely apologize for any inconvenience Mrs. [redacted] experienced during this process. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha [redacted]

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding her account.  Ms. [redacted] stated she was not aware property
insurance was added to her account and would like it removed.
 
According to
our records, Ms. [redacted] signed a 32-month retail installment...

contract on June
13, 2015.  This contract included
property insurance.  Due to this being a
secured loan, the merchandise must be insured until the loan is paid in full. In
the event the customer has an alternative insurance policy, they are able to
send that policy in to our insurance department to receive full credit as long as
the declaration page shows coverage from the date of purchase to the present
date. Additionally, Ms. [redacted] signed the General information page and the
Freedom to choose page regarding the insurance. 
 
On July 11,
2015 Ms. [redacted] called our customer service department to request the property
insurance be removed.  At that time, Ms.
[redacted] was given the fax number and email address to the insurance department
to send her homeowner’s or renter’s insurance declaration page.  On July 24, 2015 we received an email from
Ms. [redacted] with the requested information. 
On July 24, 2015 Ms. [redacted] received an insurance credit in the amount
of $411.34.  This amount included the $311.62
and $99.72 for any applicable taxes or finance charges. 
 
We have
attached a copy of Ms. [redacted]’s payment history showing the insurance credit as
well as a copy of her signed retail installment contract, the General
information page and the freedom to choose page for her records. 
 
We value Ms.
[redacted] as a customer and appreciate her bringing her concerns to our
attention.  Thank you,Cheryle [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 complaintThey have stated my account is delinquent because of NSF, when in actuality the credit card information to that was given to them was entered INCORRECTLY multiple times by their customer service agents, and the lack of communication from departments. I have requested the insurance information , and have yet to receive it. I would like a phone call from from an account supervisor in escalated matters. 
Regards,

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.  
They said they have given the 179.99 discount which is the 20 % and said they took off insurance. They state that my pay off cash balance is now 1337.73 which would be correct

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.  Mrs. [redacted] made one attempt to call me one day, when I asked her why she did not leave a voice mail, her response was " There was no name on the voicemail". 6/15/15 was the one and only day she "supposedly" called me. This is unacceptable, when I've gone out of my way almost everyday seeking answers. I left an alternate number with CSR's and also left my email. Her attempt to reconcile this situation is beyond on me. She insist that by pushing the payment back I've am being compensated, I've been the one to go through all the trouble to get this issue resolved and had I not been proactive I wouldn't be where we are today with ANSWERS. The payment push back is a given I've more than deserve that. Had everything gone smoothly from the get go we'd be in the same predicament 12 months to pay X amount of dollars, so here we are we this lame resolution X amount of dollars for 12 months with the simple fact I don't have to make the first payment till August, all because CONNS could figure out what to do. I'm asking for some discount for my troubles. No one every called me to tell me I was being taken care of or who was handling my issues, except I get a text message saying when my love seat would be delivered. Conns will not dictate to me when io have to be home to receive my product, I think I deserved a phone call to let me know what went wrong, and how it was resolved and was never not once shown any empathy  for my troubles. Mrs. [redacted] has no grounds to tell me or Revdex.com that I'm not the account holder when these were purchased by MY husband for OUR family, had she been more proactive in this matter she'd she I've been the only one handling this matter, CONNS unfortunately doesn't give the option to add an authorized representative, or at least that's what I've been told. However CONNS policy changes from one agent to an other. Everyone has argued back when as if they made the ultimate decision in this matter when they in fact had to answer to someone else themselves, it was never a maybe with these people it was always a no. I have pushed and pushed every door getting to where I need to get and here we are. I know there is a board or panel that handles this matter, and they aren't at arms reach to their clients who will pay to have them in their seats. 
Regards,
[redacted]wife of [redacted](person who has been handling this matter on his behalf)Hope that serve Mrs. [redacted] well as she didnt think I had any rights to file a complaint!!!!!!!!!!!!

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  Our records show on 6/08/14, Mr. [redacted] purchased a [redacted] with a 49-month Repair Service Agreement w/Accidental Damage.  Mr. [redacted] was provided a copy of Conn’s Return &...

Exchange Policy which 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.  Mr. [redacted] also signed his invoice acknowledging he was provided a copy of the RSA & ACCIDENTAL DAMAGE brochure and that he understood the coverage associated with the covered product.  Mr. [redacted] elected to pick up his TV from our Arizona location #123; Mr. [redacted] signed his invoice acknowledging his TV was received in good order.    We researched Mr. [redacted]’s complaint and found he contacted us on 2/12/16; stating the TV had red lines displaying on the screen.  After reviewing Mr. [redacted]’s service history we found Mr. [redacted]’s TV was deemed uneconomical to repair, therefore an exchange request was submitted and approved on2/23/16 under the Terms and Conditions of the Repair Service Agreement.  Mr. [redacted] was issued a credit up to the original amount paid which was $1,997.00 to re-select a new TV, because the original model was no longer available.  Mr. [redacted] was advised if he elects a TV that is more expensive than the approved credit given ($1,997.00) he would be responsible for the difference; Mr. [redacted] was also advised since the originally TV was picked up from his local Conn’s he was responsible for bringing the defective unit back to the store before the exchange could be initiated.  Mr. [redacted] was made aware that if he wanted his new TV delivered a delivery fee would be assessed, because he did not originally pay to have his TV delivered.  Our records show Mr. [redacted]’s initiated his exchange on 2/26/16; he elected a [redacted] 65” 4K Ultra HD Smart LED TV model ([redacted]) with a limited 1-year manufacturer’s warranty and no additional RSA coverage was purchased through Conn’s.  As listed in the Terms and Conditions of the Repair Service Agreement Section (7) of the Repair Service Agreement terms and conditions state, “…limit of liability is the replacement value of the covered product, which shall be the cost of replacing the covered product with a product of equal or similar features and functionality, not to exceed the original purchase price of the covered product.”  Therefore, at this time we are unable to honor Mr. [redacted]’s request to credit his account.  Mr. [redacted]’s exchange has been initiated and his new TV was received in good order on 2/26/16. If we may be of further assistance; Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252.     Kind regards,  Jana [redacted]

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 2/29/16, Mr. [redacted] purchased a Sealy [redacted] mattress and two Sealy XL box springs which all come with a limited manufacturer’s warranty; no additional coverage was purchased with Conn’s....

Mr. [redacted] items were delivered and received in good order on 3/2/16.  At the time of delivery Mrs. [redacted] requested the drivers to leave the items in the plastic therefore we did not set-up the bed and would not have known Mrs. [redacted] did not have proper support.   We researched Mrs. [redacted] complaint and found she contacted service on 8/15/16 stating the mattress is sagging. A service appointment was scheduled for 8/30/16; during the inspection the serviceman found the mattress measured ½” body impression and both box springs bowed. The serviceman also notated that no frame was present at that time of inspection. After reviewing the serviceman’s report and photos provided, it was determined that the reported issue was not covered under the Terms and Conditions of the manufacturer’s warranty. Body impression less than 1 ½” or foundations without a bed frame to provide continuous support does not qualify for an exchange.  The pictures provided in the report indicate the damage to the box spring was caused by lack of support on the sides.  We have attached a copy of the manufacturer’s warranty and pictures that were taken at the time of inspection.   At this time we are unable to honor Mrs. [redacted] request; based on the serviceman’s report and photos provided, the reported issue is not covered. We recommend that Mrs. [redacted] purchase a bed frame to add the proper support for better comfort and to avoid additional damage.   If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513.   Kind regards,   Dyeisha [redacted]

Thank you for
the opportunity to respond to Mr. [redacted]’s concerns regarding account #
[redacted].  Mr. [redacted] stated he made an
in-store payment towards his Conn’s account in October 2012.  The payment was applied to a [redacted]
account and he never received credit for the...

payment.
 
According to
our records, a $1000.00 payment was moved from a [redacted] account to Mr. [redacted]’s
Conn’s retail installment contract on October 25, 2013 and Mr. [redacted]’s
no-interest financing promotion was reinstated due to the error. 
 
We have
attached a copy of Mr. [redacted]’s payment history for his records so he may see
when the payment was credited to his account. 
 
We value Mr.
[redacted] as a customer and appreciate him bringing his concerns to our
attention.  Thank you,[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 somewhat satisfactory to me. and I said somewhat because they are really not replacing my machine, they are giving me credit in the amount I paid for this machine in [redacted] to use towards a new machine which will cause me an expense of at least $[redacted] (as they have the new model on sale for [redacted]) plus I would have to go to the store to choose a new one since my model is no longer available. I do agree that this solution works better for me instead of having to deal with more repairs to my existing machine thus saving me and Conn's money[redacted] told me I should have this credit valid for at least 30 days and to call her if it needs to be reinstated.    
 









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Thank you for the opportunity to respond to Mrs. [redacted]’ complaint. We reviewed Mrs. [redacted]’ complaint and found her issue has been addressed directly with the store and the district manager. We appreciate Mrs. [redacted] for bringing this matter to our attention and we sincerely apologize for any...

inconvenience she experienced during this process. If we may be of further assistance, Mrs. [redacted] may contact us at1-866-765-1513 Kind regards, Dyeisha [redacted]