Conn's Home Plus

Thank you for the opportunity to
respond to Mrs. [redacted]’s...

complaint.  Our records show on 10/01/15, Mrs. [redacted]
purchased a [redacted] sofa that came with a limited
1-year manufacturer warranty; no additional Furnituregard coverage was
purchased through Conn’s.  Prior to completing her purchase she was
provided a copy of her contract and a copy of Conn’s Return & Exchange
Policy which states:No Returns/Exchange on:Furniture, mattresses, décor & accessories unless inspected by
a Conn’s Service Technician and found to have a manufacturer’s defect **
See exclusion below. 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. Mrs. [redacted] elected to have her sofa delivered; which was
completed on 10/04/15. 
 
We
researched Mrs. [redacted]’s complaint and found she contacted us on 11/03/15; stating spikes are
coming through the backrest.  A service call was scheduled for 11/14/15; during the
inspection the serviceman found a loose ISB wood frame on the sofa. 
The wood frame has pierce through the OSB and damaged the wall.  The
serviceman advised Mrs. [redacted] the sofa was repairable by installing a new
cover. Yes
it displays a defect however; the defect can be repaired under the terms
and conditions of the warranty.The serviceman ordered the parts needed on 11/17/15and Mrs. [redacted] was advised was the parts arrive to her
residence to contact our service department to schedule an appointment to
complete the repair.  As of 12/23/15, we have no records indicating Mrs.
[redacted] has attempted to contact us to schedule an appointment. 
 

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





 







Kind regards,
 
 
Jana A[redacted]


Customer Relations

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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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 seems to be a never ending lists inflamatory excuses why no one can help us. We have heard a handful during our calls to customer service. We never really got any consistentcy in reasoning while being ping ponged between customer service and corprate. This latest responce was completely void of any proposed action. I'm sure no one would ever assume the use of a bed to be so narrow and exact. You should hold a training session on how to use your products before lending your credit. We only spend 8-10 hours in our bedroom and only lie on our bed. Even if there was any misuse or over use- the result should not have only effected one half of the bed after  only 2 months. We rotated it and the other side had 4 months of the exact same use without the same effect.Credit our debt to you with $300.00 or more immediatly or we will consider our ontract and debt with Conns complete. This notice shall serve as a cease and desist notice againts any future communications. If no compensation is recieved than no more payments will be made from us to Conns. We will contiually comunicate our dissatisfaction in all availble public forums to warn all potential customers from doing business with Conns.

Thank you for the opportunity to respond to [redacted]’s
complaint. Our records show on 10/11/14, [redacted] purchased a [redacted] Queen Mattress and [redacted] Queen adjustable base both with
a 10-year limited manufacturer’s warranty. [redacted] delivery was scheduled
and...

received in good order on 10/12/14.
We received [redacted]’s complaint and found she contacted our
helpdesk department on 10/15/14 stating she was not satisfied with her mattress
and wanted to return the unit. [redacted] was informed that Conn’s has a No
Return or Exchange Policy on mattresses however; she could return/exchange the
mattress after 30-days in her home as part of [redacted]’s [redacted] 120-Night
In-Home Trail. [redacted] was also informed that the adjustable base she
purchased was excluded from the in-home trial period and she would not be able
to return or exchange the base.
At this time we are unable to honor [redacted]’s request to
return her [redacted] adjustable base for a refund; this base is
excluded from the 120 Night In-home Trail Policy. We have included supporting
documents in our response. We sincerely apologize for any inconvenience [redacted] experienced.
If we may be of further assistance, [redacted] may contact us at
[redacted].
[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 Mrs. [redacted]’ complaint. Our records show on September 20, 2016, Mrs. [redacted] purchased a [redacted] washer and dryer which were delivered in good order on September 25, 2016.   We researched Mrs. [redacted]’ complaint and found she contacted...

our service department on October 26, 2016; for repairs on her dryer. A service appointment was scheduled for October 28, 2016 however; the technician notated that no one was available at the time of inspection and left a tag on the door to re-schedule the appointment. We show Mrs. [redacted] appointment was re-scheduled for November 5, 2016, at that time the technician found the vent was clogged.  He unclogged the vent as a courtesy, tested the dryer and found it was working properly.    We sincerely apologize to Mrs. [redacted] for any inconvenience she may have been caused.  If we may be of further assistance, Mrs. [redacted] may contact us at 1-877-765-1513.     Kind regards,   Kathryn [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,
  [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.

[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 would like to add that Conns charged me 80.00 to deliver the replacement TV to me. Conns only agreed to replace the TV once [redacted] admitted fault and offered a replacement. I would also like to add that I have been a customer of Conns for three years and have never missed a payment. I cant believe I had to pay them to replace something that was faulty from the start. I beleive that it was only the Revdex.com and attorney genereal complaints that I filed that got this taken care of. I thank you for your involvement.As a note of good will Conns should call [redacted] and reference claim [redacted] for the raplacement TV. [redacted] will deliver on Thursday and will not charge them a delivery fee. Im glad I could help them offset any expense. Best, [redacted]

Thank you for the
opportunity to respond to Mrs. [redacted] complaint.  Our records...

show on 3/09/14, Mrs. [redacted] purchased a
Home Stretch (Double Play) furniture set which consisted of three pieces
(reclining sofa, recliner, and reclining loveseat) with a 48-month
Furnituregard Plan on all three pieces.  Mrs.  [redacted] elected to
have her furniture delivered; which was completed on 3/11/14.
We researched Mrs.
[redacted] complaint and found her most recent service call was on 5/08/15regarding her recliner; stating the recliner was tearing on the
front side.  A service call was placed on 6/06/15; during the inspection
the serviceman found the recliner was torn/cut on the right side front and
parts needed to be ordered.  The serviceman ordered the parts and they
were shipped and received by Mrs. [redacted] on 6/19/15.  Our records show
we attempted to contact Mrs. [redacted] on 6/23/15, 6/27/15, and 7/09/15to schedule an appointment to complete the repairs, but we were
unsuccessful in our attempts.  Mrs. [redacted] later contacted us and was
scheduled for service on 8/07/15.  The day of
service our records indicate the serviceman went to complete Mrs. [redacted]
repair; however there were no adults present and the serviceman contacted
dispatch and was advised not to enter the residence.  Mrs. [redacted] was
contacted to confirm and reschedule; she has been scheduled for 9/04/15to complete repairs however we are trying to contact her to
schedule a sooner date.                                     �...⇄ /> If we may be of further
assistance, Mrs. [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 **/11/14, Mrs. [redacted] was
approved...

and made a purchase under [redacted] with a 24-month Cash Option
Term.  Mrs. [redacted] purchased a [redacted] bedroom set
which consisted of (4) pieces; headboard, footboard, QN/KG rails, and dresser
with a limited 1-year manufacturer warranty on all four pieces.
 
We attempted to contact Mrs. [redacted] to discuss her concerns, but
we were unable to reach her at this time. After reviewing Mrs. [redacted]’s
complaint we found she contacted us within 24 hours of her delivery. Although
we did not find where she was intentionally misled Conn’s has agreed as a
gesture of goodwill to honor her request and Return/Exchange her bedroom set
with a 15% restocking fee.  
 
 
 
If we may be of further assistance, Mrs. [redacted] may contact [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.  
[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.]I have seen the response and I actually am ok with the response but did want to point out and make sure that the Revdex.com and others know that they are liars and screw over people.I have attached my documentation that was given to me the clearly list the interest as 42.5 percent on page 5.I then called and was told there was a charge on the phone and I had to go to the store. I took of my job to go the the store and was told they could not help me after an hour. then I call and they say they will remove the fee and my balance will be zero. that is fine and I am happy with that. But the hoops I had to go through and being told I had to go to the store is not cool.Not a place I will ever do business with or recommend that any does business with. They know how the do business and how it is not like other business like home depot or lowes where this would never happen. Just in the time it takes to do business with them. Hours to purchase, return and resolve. Hours.Thanks for your help and I will consider this matter closed with great protest on how this business operates.
Regards,

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,

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 additional opportunity to respond to [redacted] concerns regarding her
account. 
 
We have
processed an interest recalculation on the account.  If [redacted] is willing to pay $385.57 on
the account on or before [redacted] 5, 2014, the account will close out as 90
days same as cash.
 
[redacted]
will receive a close out letter within 30 business days of the account closing
to retain for her records. Thank you,[redacted]

Revdex.com:
I have review** the response made by the business in reference to complaint ID [redacted], and have determin** that this propos** action would not resolve my complaint.  
Sent: Tuesday, December 16, 2014 2:02 PM To: drteam Subject: Complaint #[redacted] Please reopen the above caption** complaint, it has not been satisfi** nor completely address**.  Conn's provid** false information in their response to the complaint; it was for that reason we did not accept nor reject it. The same day Ms. [redacted] fil** the response she provid** false claim information for a claim that was NEVER fil**, it was a claim number for a different issue being handl** by Conn's. I was given the wrong policy number and in turn fil** the claim against the wrong policy, thus having to start the claim process again, another delay.  We are still being treat** with the same stall tactics we have been given since the damage to our floor occurr** 6/21/2014, nearly 6 months ago. We do not have any contracts nor binding relations with the third party partners Ms. [redacted] mentions in her response. We respectfully request this complaint be reopen** to continue the process towards resolution. Best,
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 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,

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]

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]

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.