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101 Reviews & Complaints
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Posted by Moodle on 05/24/2007
ARLINGTON, TEXAS -- Consumers shopping at Conn's Appliance & Electronics stores need to beware. I purchased over $1,500 in appliances and was very unhappy with Conn's service. I was never told at the time of purchase about a 15% restock fee that they tack on if you return the item. I purchased a beverage dispenser and freezer and paid a $50 delivery charge. At the time of delivery the original packaging was torn off and discarded by the delivery men. After 7 days, I decided the beverage dispenser was not what I anticipated. I had not attached or used the appliance at all. Everything was in its original box except for the big box that covered the appliance.

When I called the store I talked to the manager. He told me it did not matter what happen, they would still have to charge me a 15% restocking fee because it was not in the original box. When I tried to explain to the manager that the delivery men took the original box he was very rude. I was also told that I would have to pay another delivery fee for them to come and pick up the appliance. The manager then told me it would be better to bring the item to the store. He did offer to at least take the appliance out my SUV when I returned it to the store. I thought that was very big of them especially since I paid $1,500 the week before for a freezer and beverage dispenser.

The manager was very rude, unconcerned and arrogant. I will never purchase another item from this store. I just want all consumers to beware of some of the hidden issues when returning an item to this store. Ask questions, especially on returns. In all fairness to the salesman, he was a very nice and respectful fellow. As for the manager, he definitely needed an attitude adjustment and needed to be retrained on how to treat his customers.
     
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Posted by Anonymous on 2007-05-24:
I dont know how Cons works,but on the bottom of our invoices(where we have the customer sign)it clearly states that there is a retocking fee,so there is no confusion on the customers part.
As far as the manager of that store I think he should have tried to work with you,and not be so rude about it.

Posted by Anonymous on 2007-05-24:
For a smaller regional retailer Conn's Appliances sure seems to get a lot of complaints around here?
Posted by rhondam718732 on 2007-05-24:
I have never had to order appliances from a store yet but even I know from word of mouth (not this website) that you can be charged a restocking fee for alot of things and to always ask. And I definitely know to ALWAYS keep all packaging regardless of who delivers, etc. Valuable lesson learned here I guess.
Posted by Slimjim on 2007-05-24:
That appliance has now been out in the field. Of course they have to charge a restocking fee, especially if they special ordered something unique like that. To be honest, some places wouldn't take it back at all.
Posted by i_love_texas on 2007-08-07:
You got a Red and White sleeve with your invoice and on the back is the Return and Exchange policy. you should have read it. you cant have your hand held all through life.
Posted by conned by conn artist on 2008-05-05:
Conns is a shady company i was charged $180.00 to deliver a 42 in FUNAI plasma t v from there baton rouge, louisiana store to new orleans. t v cost $1400 warranty $975 the return policy was only 30 days .Televion broke within 3 months Did not purchase warranty so i'm stuck with a broken tv .
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Never Buy From Conn's. Ever!
Posted by Hugs and rainbows on 11/15/2007
BEAUMONT, TEXAS -- I have been witness to two horrific accounts of rude customer service, overcharged billing, unwillingness to cooperate with existing warranties, and just overall poor business ethics.

My first encounter occurred when I was working at a Lamar State College Port Arthur's theatre department's office. We had ordered two huge flat screen plasma TV's and mounts for our stage, and they were to be delivered the next day. They promised they would charge us 899 each for the TV's and 200 each for the mounts. It didn't arrive the next day, it arrived four days after the order. We needed the TV's for a show that was opening soon, and that four days stressed us.

When we unpacked the TV's, one was broken. It would not turn on. So we called and they said they would be out the next day to bring a new one and replace it. They arrived a week later. We got it up just in time. (Note: each time we called, we never got speedy, friendly service; we were always put through the ringer.) Then our financial office called us a month later. CONN'S charged us $999 each for the TV's, not $899.

We called everyday for three days straight to get them to fix it. We didn't understand, we wanted to pay them, but no one would help us. We got the ringer, no one knew who could fix the problem. We left messages with everyone. The last day, we were transferred around for an hour and a half. No one was in to help us, everyone had left, or was still at lunch, or on vacation- (it was 2:30 on a Wednesday). We finally got through to someone who said it wasn't her job to help us, but she would because she felt sorry for us. We made it clear that our department would never buy from them again.

My parents had purchased a washing machine about a year and a half ago, and a warranty. So when it stopped spinning, we called them to come fix it. A few days later they came to fix it. They said it couldn't be fixed, and we could get it replaced. The next week (and lots of dirty laundry and trips to the laundromat later), they called and told us to come in tomorrow to find a replacement. They were treated to a money hungry, commission seeking, totally disrespectful sales person, who refused/ignored my parents request to see a copy of the original warranty and receipt. The girl told them at one time that the machine was less than a year old, and another that it was a year and a half. She protested when my mother implied that they would haul off the old machine, saying, "why would Conn's want a broken machine." Without giving them a copy of the original receipt, she stated that my parents paid $300 to for the old machine. My parents paid over $500. She tried to blow it off by saying that it was like a car, "it depreciated in value over time, so that's why it was less." Then later she said that was what they paid, it didn't depreciate. Without an original receipt or warranty, how were they to know if that was true? This situation just happened today, and we have still not completely resolved it. We will be reporting them to the better business bureau, and it has become my job to post this all over the internet. They are an awful company, who don't care about quality or service. The way I see it, it's my duty to complain to everyone.

Moral:
NEVER BUY FROM CONN'S. EVER.
     
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Posted by hugs and rainbows on 2007-11-15:
Correction: With my parent's washing machine, they came out four times, never fixed it, all the repair people would say is, "We'll call you later." It was yesterday they finally got a call to come in and get a new one.
Posted by MRM on 2007-11-16:
The name of the business should have given you a clue of what they're all about as well as other complaints about this business.
Posted by Anonymous on 2007-11-16:
Is this Conns a "rent to own" place?
Nothing but complaints about these kooks
Posted by darth_salesman on 2008-04-06:
dude, for 999 you probably got the 42PC5D (42in LG Plasma) or the HPT4254 (42in Samsung Plasma) either way, Plasma sucks. you shouldnt have done that. i work for conns and i have never sold either of those tvs. i always step them up to the bigger LCD tvs. and that is not alot of money that conns is making, and it is all about money.
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Rude Employees and no service after the fact
Posted by Defrosted on 01/24/2006
BATON ROUGE, LOUISIANA -- If I could get this message out to everyone looking to buy a new appliance before they shop at Conn's then I have save you a headache! I bought a new Frigidaire refrigerator two years ago from Conn's. No I didn't take out the extended warrenty as I thought the produce would last longer then two years ( expecting it to last about ten years or more. The compressure went out November of 2005 and it was down hill after that. They took a week to fix and would not compensate me for the lost of food, even though the compressor was still under factory warrenty!
I proceeded to call the Human Resouce department( in Beaumont, TX) to complain only to get a very rued woman who was quick to tell me that only GOD made perfect things. Still trying to figure out how that comes into play on my dilemma. So if you decide to buy an appliance from any one, please get in writing what the company is responsible for if your produce fails to hold up! By all means don't shop at Conn's!!!!
     
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Posted by Anonymous on 2006-01-24:
Did you try sweeping out the coils?
Posted by Slimjim on 2006-01-24:
Conn's has nothing to do with the warranty and whether it does or doesn't include food spoilage. Compressors aren't stocked so a week isn't really bad. As far as bad food, that's to be taken up with Fridigaire, which I doubt had such coverage. Only freezers generally have a spoilage benefit. Reatailers sell the products, not warranty them (outside of sponsored extended warranties).
Posted by Anonymous on 2006-02-07:
slim, your googles are laughable.
Posted by sugaries on 2006-03-04:
I purchased a new washer and dryer from Conn's at the Beaumont, TX Parkdale location and had it delivered within the week. As soon as the delivery guy left, I decided to try it out. The washer started making LOUD squealing noises. I immediately called the Conn's Service Center and explained the problem. The customer service rep could hear the noise in the background and told me the number I needed to call for service. Conveniently for them, they were already closed.

The next day I called after they opened (I was already at work) and was told I needed to speak with the service manager, who, conveniently again, was out of the office but they would have him call me. No return call.

I waited three days and when he hadn't returned my call I called him again. He was out to lunch this time but would return my call when he returned. No call.

The next day I called again and spoke with a woman who told me she had explained the situation to the service manager who told her to tell me that he would send someone out to look at the washer and make the necessary repairs. I told her I did NOT want it repaired....it was brand new and I'd not even been able to use it yet. I wanted a replacement.

The service manager would not talk to me, but kept relaying messages through other people in the service center. This went on for nearly two weeks.

I then called the girl who had initially sold me the washer/dryer set and she said she would take care of it. She finally called me back several days later and told me she had already been planning to quit Conn's because of the bullsh*t, and now she was even more sure she would do so because of the same hassle she got from the service manager.

In the meantime my first payment became due. I had to start making payments and hadn't even been able to use my new washer yet. I was still doing the laundromat thing.

After 3-1/2 weeks I FINALLY got a new washer, but had to take off of work to be home for the delivery. During the hassle of trying to get a replacement washer, I was having to make calls from my job and my boss was not happy with all of my personal phone calls to get this taken care of, but the service department hours were not compatible with times I was at home.

Conn's customer service people are not helpful and their service mananger is a royal butthole. I will never darken their doors again.
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Unprofessional is an Understatement
Posted by Horrendous on 12/14/2005
AUSTIN, TEXAS -- We have been struggling with Conn's for the last 2 weeks to have our top of the line KitchenAid appliances delivered and installed correctly. Here's a history of the nightmare we've been through with them:

12/2/05- Range delivered and installed. Would have been great, though I noticed a dent on the stainless steel front. Problem: They have none in stock to replace so they leave the dented range for us to use until one comes in. They only offered a $100 price concession for the dent on a $1600 range.

12/3/05- We arrived from out of town to a house full of gas. The gas company came out, turned off the gas and told us the range was not installed properly (they broke the fitting where the gas line connects to the stove). Fortunately our house didn't explode. Conn's came out the next morning to correct the problem by installing a new gas line, but said that's all they could do without replacing the range. It still leaks.

12/5/05- A new range comes in. We had also ordered a dishwasher that would be in stock this week, so we scheduled delivery to have the range traded out and a dishwasher installed on 12/9.

12/9/05- I took the day off work to expect delivery since they can't be more exact than a 3 hour time block. After not receiving a call making us aware of the delivery time, I call the warehouse. They inform me that the dishwasher hasn't come in yet, so they will not be delivering anything. I have wasted my day and my frustrations mount. I call the salesman to find out why we didn't get a call in advance. He was going to contact the "district manager" (who I am now convinced does not exist) and let us know what is going on, but our calls were not returned.

12/12/05- Salesman calls and says our range can be swapped out at our convenience, so we set it up for the following afternoon.

12/13/05- STRAW THAT BROKE THE CAMEL'S BACK:
Salesman shows up in his beat-up pick-up truck with our $1600 range in the bed. He comes with no one to help him unload it, so he expects me to help him drag it into my house! Then he goes to disconnect the original dented range, but after pulling it out and trying to unhook the gas line, he tells us he's not authorized to touch gas lines. How did he expect to swap them out in the first place?? He leaves us with two stoves and calls the install guys to set up a time to come by the next day to install the new stove and take out the old one.

I call Conn's to speak with the manager to let them know the situation and they freak out and tell us that we can't have two stoves in our house since we only paid for one (even though we also paid a comparable amount for our dishwasher that still has not come in) and says she'll have to send him back out to pick up the new one they just dropped off. We told them we wouldn't be home.

12/14/05- The install guys call and even though they get my voicemail, they come by anyway at 9am (even though the salesman told them we would not be available until 4pm--luckily my husband was working from home and here when they came by). The install guys unwrapped the new range and noticed that it is not just dented, but the entire side is caved in. Hmmm...couldn't have been a result of unprofessional delivery, now could it?

Then they tell us that they can't take either of the stoves away because they were only asked to install the new one. They tell my husband they can come back in the afternoon after getting permission to take the range away, but they never do.

I call the salesman who returns my call an hour later. He tells me he can have the new stove and dishwasher installed on Friday...it's a fairly pleasant conversation and I say okay. I also let him know that if there is any kind of problem with the appliances, we will be returning both for a full refund.

Then it goes downhill...
He asks if he can come by tonight at 7pm to pick up the range. I tell him that it's not a convenient time since we have plans, so he suggests coming the next day telling me that they are adamant that we not have two ranges in our house (do you think we want both?). Then he asks if he can come by at 6am before we go to work and I tell him that I don't want to deal with this before my day even begins. He mumbles something about his manager calling us, says he understands what I'm saying, and hangs up on me.

Next time we're going to Sears.
     
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Posted by crewboy on 2005-12-15:
You are a lot more patient that I would have been! By this point I would have demanded that they cancel both the range and the dishwasher and refund all of your money. If they refuse, I would take them to small claims court since you have the documentation. Enough is enough already.
Posted by Anonymous on 2005-12-15:
I was in appliances as a manager for awhile. It's difficult to hire, keep and schedule help to do the work for that wage. I'd suggest you call the company and let them know your problem. Call and call again. Some of us regulars have pull, and can maybe make a phone call.
Posted by KateM on 2005-12-15:
You could have sued their asses for the gas leak alone. I say give them one more chance to rectify the situation and let them know your lawyer is getting involved. After all their BS and the VERY dangerous gas leak they should be giving you the damn thing for free.

Oh and Pirate your advice is stupid. Keep calling? Yeah right, no wonder you work in a dead end job at an appliance store you have no sense.
Posted by spiderman2 on 2005-12-15:
I can't believe that after the gas leak thing they didn't bend over backwards to take care of you. Can you image the lawsuit if they had blown your house up. Remind them of this.
Posted by Slimjim on 2005-12-15:
Kate, like everyone else, cares less what you want pirate. She certainly has more right than you to post her opinion here, especially when it's so drop dead true.
Posted by fletcmo on 2006-03-05:
After receiving 4 defective refrigerators in less than a week from Conns Lakeline mall store and constant dissatisfaction from the managers, I called for the CEO, TOMMY FRANK.Suppose to get my money back but, still working on food spoilage.Never to return or recommend. Free advertising. Good luck. BBB,ATTORNEY GENERAL AND CHANNEL 7 ON YOUR SIDE ARE GOOD SORCES TOO.
Posted by LoveyOne on 2006-08-13:
i know this great attorney out of san antonio, texas that can help if they are herassing you or destroying your property in any way. they also handle the debitors, collectors, and herassers from companies give them a call! the Law Offices of David Schafer. they can help with NO UPFRONT COST!!! 1.210.348.0500
Posted by darth_salesman on 2008-04-06:
yeah, but the salesman took time out of his day to get back to you, i work for this company. it can be a little hecktic sometimes.
Posted by jewely1781 on 2009-01-06:
I have the same problem! I paid an exorbitant sum for my washer and dryer. I also purchased the extended warranty. My dryer did not work for approximately the first month and a half! Any calls to the customer service line was useless! I even went as far as contacting the VP of Service-Farah, and the VP of Customer Service-Allen Sheppard-who basically wanted me off his phone as soon as possible. When Farah contacted service in Dallas-they even gave her issues. Now my machine is broken-again-even though they originally replaced major parts-motor and heating elements-multiple times-not to mention replacing the whole unit. I did NOT buy bad machines-my in-laws are from overseas-and they are some of the best selling-most requested machines over there! The problem here is the fact-and the latest service repairman admitted to it-they do NOT know much about these machines. Why sell them-with a warranty-if you don't have trained technicians to repair them? I have even offered to pay the manufacturer to come out and repair them-at my cost and have Conn's re-imburse me. The manufacturer can't because Conn's has to give them the approval to repair-and even after asking Conn's multiple times to give the manufacturer approval-they still haven't. Now-they were supposed to overnight a part last Friday-to be installed last Saturday. It is now monday-and I haven't even received a call back. And when I call in-I get the run-around. And this is after waiting over a week for them to come out to even look at the machine. Do NOT let them fool you-the Service manager would have you believe that their repairmen don't work after 6pm-the service team has no problem working late when it serves their purpose-we once waited all day on a Saturday for a service guy that was supposed to be there before 12pm-he didn't show up until approximately 8:30pm. This is not my only issues with this company. When they delivered-we paid for next day delivery-it didn't arrive. Also, we once waited over 3 1/2 hours for a salesperson to help us in store-cash in hand to buy a sofa and 37 inch TV. We stayed only because my husband and I-newly wedded had searched far and wide for a sofa and this was the only one we could agree on. This was of course-the day after we bought the washer and dryer-it hadn’t delivered yet-other wise I would have rather sat on the floor than to give them any more of our money! I use to be a loyal customer-as was my entire family-we will never shop there again. We would rather pay more-and have good service!
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Customer Service
Posted by Kdmidence on 03/07/2006
DALLAS, TEXAS -- Conn's Appliances will never be visited by my husband and I again despite the fact that we have in the past spent over $2,000.00 at their stores. We most recently purchased a kitchen gas range from their stores which was to be delivered and installed in our home the following day. Upon delivery, the delivery men broke the stove, and the side portion of the oven door was hanging off. They promised to return it to the store, put a new stove on the truck and return to install it. We later received a call saying the store didn't have any more of that model and that we would have to go back and pick out a stove of lesser quality for the same price. As this was unacceptable, I contacted a manager who informed us that she had found 6 more stove exactly like ours in a warehouse and that they would be delivered on the following day. The following day, my husband and I stayed home waiting for our delivery. We received a call at 11:00 a.m. saying they would arrive with our stove at 3:00 p.m. At 8:30 p.m. they still had not arrived and we had received no call. I contact the store at 9:00 p.m. and was told by a man who represented himself to be the manager that they would be there no later than 10:00 p.m, and that they would refund us both the $50.00 delivery fee, but an additional $50.00 for the inconveniences which should show up on our account by the end of that week. Due to my work schedule, I could no longer wait up for the delivery man, and my visually impaired husband had to wait for the man to install our stove. Several days later I went to use the oven and discovered that they had delivered and installed the EXACT stove which the delivery men had broken and returned to the store the day before. When I called to complain, the manager not only denied have ever spoken to me, he even denied that the stove had been delivered at 10:00 p.m. and refused to refund us the $100.00 as promised. The only recourse offered was for them to come out and FIX the stove which they originally broke and then dishonestly returned to us. This was approximately 3 1/2 weeks ago. To date, I have contacted customer service approximately 4 or 5 times, and have not yet received any recompense for our troubles with the company. I have also filed a complaint with the Better Business Bureau and I highly suggest that anyone with similar problems with this company do the same. This company currently has an exemplary standing with the better business bureau that they clearly do not deserve. DO NOT BUY FROM THIS COMPANY!
     
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Posted by Danny on 2013-10-13:
(Before you buy) Hello. Welcome to Conn's! (where we'll con you out of your money). (After you buy) Thank-you (for my commission) and have a very nice day! (And oh by the way, if you happen to have a problem with your new purchase, well that's not our problem). That's when you know you have been CONNED!
Posted by b7809 on 2014-03-03:
I purchased a washer and dryer and a laptop from them in May last year. The sales rep told me that I had 12 months same as cash my purchase was about 2000.00 dollars. I feel ill in December and was in the hospital for 46 days. I let them know I was ill. As soon as I came home I called to get my account straight, I was informed that my account balance had almost tripled. I asked how could this be? I could have paid cash for the same items or I could have went to the other predatory lending places like RAC if I wanted to play 5 times the amount for items. They transferred me to a supervisor and she stated that it may not be in the contract I signed but their policy is if you are late over 10 days that your account no longer qualify for same as cash. I explained what the sale rep in the store told me and I should not be responsible for a amount I did not agree too, nor would I have made a agreement to commit to those terms, she told me to "get over it and she was not responsible for any agreement given verbally and that they do not issue the same as cash in writing, but my contact applies all interest". This company is a fraud and they are smart with it because they did not give me the same as cash in my contract so I was tricked into signing for items at more than 5x the value. I am filing a complaint with the AG office because the practices are illegal and predatory. In addition I pulled a credit report and it shows a line of credit for that amount and besides me telling them and sending them hospital records they reported me 30 days late. For this company to say they are a part of family and have shady practices that take advantage of the consumer is illegal and WRONG.
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No Interest scam, three ways.
Posted by Deborah_Krueger on 09/04/2009
MCALLEN, TEXAS -- A couple of years ago, we got a front loader Whirlpool Washer and Dryer from Conn's in McAllen, Texas. They were promoting a "No Interest" payment plan. So, like naive idiots, we jumped in with both feet, since our washer was on the fritz. They had the monthly payment price figured so the interest would kick in, so we asked the salesman to figure the payments so we would have everything paid off in full by the final payment, with no interest. He did (supposedly) and we made our payments of $118 on the due date, or during their 10 day grace period, though they released the hounds on you, calling you with extremely harassing calls if you were in the "grace period". We were never, ever late.
Well, we were getting down to the last payment, and I noticed that if I made my last payment of $118, I would be $3 short of having the total amount paid off, and the $500 of interest would kick in. I realized that despite our request to have the entire amount paid off before the interest kicked in, they were making it a few bucks short so if we didn't catch it, they would still make their money from us off the interest. Feeling good that we didn't get caught in their little deceptive trap, I knew I had to pay $121 on my last payment (August 2009), and I'd have it paid off, and would be saved from having to pay $500 in interest. I went in a Conn's store on Monday, August 3rd to make my final payment, and was told that because I didn't make the final payment the day before on Sunday August 2nd, that I was going to have to pay ALL the interest. I told the checker that I didn't even know they were even open on Sundays to take payments, which she said they were. I asked her what about the 10 day "grace period" to make the payment, and she said that it doesn't apply on the last payment. She said that all the interest was accrued at midnight on August 2nd, and even though I was paying just a few hours after that, I would have to pay ALL the interest, and not just some of it for being a few hours "late."
So, we got the people on the phone at Conn's "Customer Service" and they gave me the same old lines they probably tell all the other "suckers" like me that had been screwed over by Conn's on this deceptive "no interest" program. So, I asked for a manager, and she explained to me that she could put in a request for "forgiveness on the cash option," and that it would be reviewed by senior management, and that I would be notified within a week.
Never heard from anybody after a week, so I called them up, and was told that the request was on file, but it had not been reviewed yet. She said that there were so many of these requests, that they were taking a long time to get through all of them. I guess a lot of other people were getting screwed over too. She finished the conversation by saying that I should call by the end of the month. So, I called at the end of the month, and was told the same thing (hadn't been reviewed due to huge backlog of similar requests, and to call again next week). Well, today, on September 4th, we started getting harassing calls from their collection people wanting us to pay up. So, I called to talk to the customer service, and was told the same thing, it hadn't been reviewed and to call back later. I told her if I did that, the payment would be late, if it wasn't "forgiven." She said that's all she could do, so I talked to her manager. This person, who was talking so ghetto, I could barely understand her, started out saying the same thing. She said I could fax in the receipt with an explanation, and that would be reviewed by Senior Management, which had never been mentioned by any of the previous people I had dealt with at Conn's. Then after going around and around with her for about 10 minutes, she finally came out and said, "No one is going to even look at this, because you were supposed to make the payment on that Sunday, and even if you didn't know we were open, and made your payment a few hours later on Monday, all the interest is now due. There's no way out of it, and there's no use in waiting any more, because you will be denied." Then, when I tried to explain the situation, she wouldn't even let me explain, she would just butt in during the middle of my sentence, saying we had nothing else to talk about! When I told her I would appreciate it if I could finish my sentence, she started getting really rude! She said there was nothing more for us to talk about and I had to pay the extra five hundred bucks, and there was no way out of it. That she was the highest level of management I could talk to, since senior management did not take phone calls. I asked her, so why she told me to fax the receipt to them then, and she just kept telling me how I just needed to make the payments, and then she hung up on me.
So, beware of Conn's "no interest" program, because if you make every payment in full, and on time, they'll figure the payments deceptively so you'll have to pay the interest anyway. And, they'll set it up for you to make your final payment on a Sunday, (which isn't a typical day I pay bills since I'm in church and spending the day with my family), so you'll hopefully pay a day late. Then, they'll tell you to keep jumping through hoops and giving you hope after the fact, and wasting your time by telling you they're going to review the situation, which they were never planning to do from the start. None of the things that they said was true, and all they are out for is a one-time customer, and not return customers.
Our next purchase after getting this washer/dryer paid off is for a 52 to 55 inch LCD flat screen TV, and Conn's would have been one of the companies we would have shopped. But after their deceptive practices, we will NEVER, EVER step foot in a Conn's store again!!!! Somebody else will be getting our business. And with a family of four young children, we will be buying a lot more appliances, computers and furniture that Conn's could have been considered for. But not now. Plus, we own a photography business, which uses camera and computer equipment which Conn's sells. Sorry Conn's, after this little rip off scheme you pulled on us, you burned the one and only bridge between us! You, Conns, are the losers in the long haul. And it's kind of a bad time to be alienating and ripping off your customers that have made on time payments over two years, when the economy is this bad. As a business owner, we know it's much easier to keep an existing client, than to go beat the bushes to find another faithful client. We'll make sure to tell all our friends and family (which are a bunch), and will post this all over the web and on Facebook, on which we have hundreds of friends. The good thing is we have come out a little wiser (though this lesson cost us $500) to these types of schemes and will hopefully be able to not fall for this sort of thing in the future. We just hope this helps someone else out, and can keep someone else from getting ripped off by Conn's (which is such an appropriate name!!!)!!!!
Lance and Deborah Krueger
McAllen, Texas
Read Company Response
Company Response on 1/29/2010:
Dear Conn’s customer,

We would like to apologize for the problem you have had with our company and would like to resolve your complaint for you. Please contact us at:

1-877-358-1252 or via the web at http://support.conns.com

Thank you

Conn’s customer support
     
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Posted by saj80 on 2009-09-04:
First, if you are in the "grace period", you are late. Second, why didn't you figure how much to send each month to ensure it was paid in full before maturity. I have used these plans before, and always figure a payment based on one or two months shorter than the full term, so I know it will be paid in full. Third, one minute, one hour, one day, one week; it doesn't matter on the last payment. If not paid on or before the actual date due, accrued interest for the entire term will kick in. You made a gamble in waiting until the day payment was due (actually, a day later), and lost.
Posted by bargod on 2009-09-04:
I think allowing the salesman to do the math for you on the payments was your downfall. It's in their best interest to make sure you don't complete all the payments before the due date.
Posted by Anonymous on 2009-09-04:
Since you spend your Sundays in church and so are unable to pay your bills then, you should have paid the bill that Friday or Saturday instead.

And how dare you say you were "screwed over by Conn's on this deceptive "no interest" program." You screwed yourself trying to work a plan for which you couldn't do the math.
Posted by MaggieMcT on 2009-09-04:
You knew the due dates, you didn't meet them, and not just the last one either apparently. There's nothing deceptive about it.
Posted by PepperElf on 2009-09-04:
i agree... you knew the rules but chose to "hope" they wouldn't apply to you
and found out the hard way that they do indeed apply
Posted by BokiBean on 2009-09-04:
What a ridiculous way to get that interest...late on the last payment and because of that, all interest for the duration of the loan is due now? What a ripoff.

Sorry you learned the hard way and thanks for putting your experience out there. You might be able to save someone else the trouble.

Posted by Slimjim on 2009-09-04:
How is it a rip off? The terms clearly state you must pay all the balance ON TIME within the year to get the interest waived, and the poster knew this. They learned a lesson here about cutting things close and also that being past your due date, is in fact, late. An unfortunate ending for the poster which would have been nice if it turned out differently, but when the day is done, it was their error. No rip off, no scam. Everything was up front and disclosed.
Posted by Anonymous on 2009-09-04:
They got you good dude. Sounds like they're pros at it. slim, it is a scam if Conn's set it up to be $3 short at the final payment.
Posted by PepperElf on 2009-09-04:
slim - exactly. the rules were clearly written out in plain English.
Posted by BokiBean on 2009-09-04:
Deborah, what rate of interest did they charge you in the end?
Posted by rsflores9 on 2009-09-22:
grace period=late.

if you could not make your payments on time, you should not have opened an account with ANY store.

any store, not just conn's, has this policy. that is why LATE CHARGES exist.

Posted by iFAM30US on 2013-08-28:
My experience with CONN'S has been by far the worst experience yet!!

PART 1: I went into the store Friday with a friend who was purchasing some merchandise. After listening to the sales pitch I thought to myself this isn't a bad place maybe I should see if I get approved. Of course I was approved for the $2000 amount (which I'm not finding is a norm). I picked out a couch and a camera. For whatever reason the transistion couldnt be completed that night and I was asked to return the next day.

PART 2: Saturday morning I'm getting calls from Conn's to come by the store and finish my purchase. I arrived Saturday afternoon and was sitting around the store for several hours not doing anything. I left went and sat down at a deli, ate and came back and STILL had to wait some more. When I finally told the sales man TAI I was leaving and I wanted to just say forget the whole thing he hurried and followed me to the car with his manager SHAWN who would assist me from there. All the sudden everything went really fast. He told me to sign some papers not really explaining them and told me to sign two of each and I recieved neither. He gave me the camera and set up a delivery date for Monday and because I work it would be before 11am but he didnt know an exact time. Mind you I havent paid for anything yet.

PART 3: I leave the store with my friend who orignially went in to make a purchase. She had to pay a deposit and it was really weird that I didn't have to. We were in the car and Conn's hadn't collected any money from me nor did they have a way to. I considered not worrying about it but then thought that was really the dishonest thing to do. So about an hour after leaving the store I called back and made them aware of the STORE MANAGER'S mistake and paid over the phone. I was told that I would recieve my receipt and some important documents Monday during my delivery.

PART 4: Monday comes around and I'm sleeping in waiting for my delivery. I've taken off of work so I'm losing money but I don't mind you have to do these things some times. At about 8am I recieve a call and it's the warehouse. The guy on the phone lets me know he'll be there to deliver my couch anytime between 1pm and 4pm. Uh hello sir just like you I have job that I need to go to and I live alone. I was told in the store before 11am. I would've taken off work but I had an important meeting right at 1pm. I was then informed that I would get another call on Tuesday and that the time would be unknown again. I was told by the CSR that they would make sure it would be before 11am this time.

PART 5: Tuesday comes along and so does 8am. No phone call from Conn's. So I finally decide to call about 9am and talk to the warehouse. I'm now informed over the phone that my delivery will come between 3 and 6pm. WTH I'm sitting at home waiting because you said 11am. Okay oh well. I go into work (late mind you) and tell my company president I'll have to leave early at 3pm. Thankfully it wasn't a big deal. I asked to get a 30 minute call pprior to getting my furniture so I could leave work and meet them. 3pm comes and no call so I keep working and working. At 4pm I decide to leave work and go home and wait for my delievery. I'm sitting at home at a 5pm I decide to call Conns right when I decide to call them and cancel the whole order literally as the man on the phone was pulling up my account the delivery man calls and states that he's lost outside.

PART 6: The delivery man was beyond rude on the phone and this would later continue in person. It was at this time about 5pm so traffice was kind of bad and it had just finished raining really bad. I gave him perfect directions to my building but because he had to make a sharp uturn and then an immediate right in a large truck he wasn't able to get to me which I completely understand. On the phone he has an attitude with me like it's my fault though. He ended up parking his truck 2 building over from mine which meant they would have a little bit of a distant walk. I tried to get him to come into the back parking lot but he had an attitude at this time and was rude and irritated. They decided to dolly the furniture from the truck pass two buildings and up to the 3rd floor where I live. LOL bad idea but hey whatever. SO they finally get the furniture to my apartment and he asks me to sign a paper confirming I recieved the delivery. I did. I asked for my reciept and paperwork and of course he had no clue what I was talking about ugh!

PART 7: I'm not worried about the paperwork at this time i'm just finally happy to have my new couch. Now I can move around and worry about other things in life lol. As I'm touching my couch on the back end of it it's a huge metel piece sticking out the end. WTH?! It's small enough not to see if you're not looking for it but big enough to see now that you know it's there. Being that I didn't know it was there I cut my thumb really really bad. Majority of my thumb was sliced across this metal piece which caused bad bleeding and is restricting my typing right now (I'm sure you can tell) lol.

PART 8: The next morning (today) I called Conn's to get my paperwork and tell them about the metal piece. Here is where the fun begins. I call the (877) 358-1252 number and get an immediate answer after like 1 one ring which was really weird to me for such a huge company. The girl who answered the phone was beyond rude and ghetto (ugh I hate using that word because it can be as good thing but it was bad in her case... very very very bad lol). I was informed for the first time ever that paper I signed with the delivery man was stating the we inspected the couch and that it was perfect therefore I wouldnt get an exchange. Then when I said I wanted to return the couch I once again hear for the first time that there is a no return policy which was NEVER mention to me. She called the store manager who told her he told me all this when he took my payment and gave me a receipt and some booklet brochure type thing. Hello?!? How can I get that if I didn't pay in the store. Remember I paid over the phone being stupid honest Billy?!? Anyways she argued with me, refused to allow me to speak and then hung up on me.

PART 9: I called back. (Wow this story is getting long, let me speed it up). I called back talked to a nice guy named DANIEL in collections he said oh no worries we'll help you out it hasn't even been 24 hours yet let me get you to the right department for a return. He transferred me to another lady who wsa equally as rude as the first. I'm at this point hot and want to return the cramp because I now HATE this company with a passion. Her attitude was off the chain and I couldnt deal anymore so I asked to speak to a supervisor. She told me she was the supervisor. After going back and forth for a while she finally transfers me. The next lady, CRYSTAL I speak to was very calm, polite and helpful (so I thought). She informed me I couldn't return the cramp but I could do a volunteer repo. At this point that's exactly what I want to do. I don't care what it does to my credit I just don't want to deal with Conns anymore. She tells me to go to the store and they will help me with the volunteer repo and they will come pick up the furniture. I'm finally happy and can breath. Mind you ALL these phone calls are while I'm at work.

PART 10: Less than 5 minutes after happily ending my last phone call. I get a call from SHAWN the store manager to find out what's going on. I tell him the whole very long story and he tells me I was informed wrong. I was told NOT to come back to the store ever again if I planned on returning the stuff. If I wanted to return it I needed to speak the customer help line that I just hung up with and that I would have to find a way to return the material myself. I didn't want to stay on the phone with him long because he too was very rude so I hung up the phone and called back the helpline. I now get a chance to talk to GERALDINE. I'm learning names very well lol. She tells me this whole long story about the last lady was wrong and that they wont pick up the furniture but I can still do the volunteer repo. She transfers me. I'm on hold for 20 minutes and nothing. So I call on my other line. Now I'm on hold for the repo department on TWO PHONE LINES. The second line I had been on hold for about 5 minutes when a lady answers I tell her what im waiting for and she puts me back on hold. About two minutes later geraldine answers the phone surprised that its me. I know this because she says "Oh I think I talked to you earlier". I told her I'm still on the hold she puts me on and she transfers me again. I held on for a few more minutes and hung up.


Now I'm completely stuck. I have no clue what to do. I don't want anything to do with Conn's. I'm willing to take the loss of the deposit and even rent a truck to deliver the furniture but I can't get a hold of anybody or help from the people I talk to. This has been the worst experience ever. All of the employees from in store, delivery and CSR are all extremely rude!! I'm at a lost of what's the next step to do from here. #UGH

I would NEVER recommend this company to anybody!! Not even my worst enemy.
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Extremely Poor Service Department
Posted by Isletiger on 02/26/2008
BATON ROUGE, LOUISIANA -- I purchased an ice maker from Conn's and also purchased the extended warranty. The appliance broke about three weeks before Christmas and we called for service. It took one week for someone to come to our house to tell us they would need to take it to the shop. It was removed from our house the week before Christmas and we were told it would take about a week to repair.

After about two weeks, I called for a status and was told they would have to order a part and it would take about a week to come in and repair. I called a week later and was told the same thing. I asked to speak to the manager and was told he would call. Of course, he did not. I continued to call to check the status on a daily basis and was told the same thing. When I asked to speak to a manager, I was told he would call. Of course, no one did and I am convinced that the person answering the phone are told to lie.

After about a month of this, I finally talked to someone who admitted they did not have anyone to work on the item, but that it would be repaired that week.

I finally received a call that it has been repaired after two and a half months, however, I now have to miss work and be available when they are ready.

Needless to say, this has been the worst customer service I have ever experienced. You cannot trust a word they say and they do not care about customer service. I will never buy another item from Conn's. This incident occurred in the Lafayette, Louisiana region.

If anyone wants to sue this outfit, I will gladly participate.
     
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Posted by Fee on 2008-03-22:
I have had to deal with Conn's supposed Award Winning Service for two items and both have been terrible service.
The first was my LG washer. It gave us a code "LE" meaning motor problem. Called Conn's service. They only come out to my area on certain days so it took them a week before they came. We had told them what the code was so that they could have the part with them. Service center, which is in Beaumont, Tx said they'll have the part on the truck. Well, they just looked at the washer and said they had to order the part and I was told it should be in in a week. A week later I called, no part yet. Finally after 3 1/2 weeks and talking with Otis, service manager in Lafayette, LA my washer was finnally fixed. Then it broke again.Same part. This time it took about 1 1/2 weeks because they brought the part with them.
Now the other item. Our push lawn mower. It's been at the shop since January 21, 2008. They keep telling my husband it'll be ready next week. Or then they say they are waiting on a part. First it needed a battery. Now it's the starter. My husband went by the Lafayette service dept. today 3-22-08 and so they are waiting on more parts. They have had the lawn mower for 2 months. We have decided to buy a mower from Sears so that we can cut our grass and if and when we get the mower back from Conn's, we'll sell it so that we don't have to deal what so ever with Conn's. I do not know how they can claim to have Award Winning Service. I would gladly be involved in a lawsuit as well. It seems that they have truly lost the meaning of Customer Service. I will NEVER purchase any item from Conn's simply because of my experiences with them and I will tell anyone to do so as well.
Posted by saltydawg on 2008-07-26:
I have a an air conditioner/ heater window unit for my appartment that the air mover motor failed two years ago.
conns service piced up the unit and lept it for 7weeks to repair and when it was return "fixed" they installed it and advied that it would start to cool, 30 mins later electrical smoke apeared and the unit was burning inside. the unit was unplugged and service came out 3 days later and kept it for another 3 weeks. No smoke this time but it never cooled like it should. this June it wasn't cooling at all and service was called again. Service tech advised the wife that the unit would be picked up in several days and needed cleaning inside for a charge of $130. We have an extended waranty/ service plan that we pay $350 a year for.
When I got home I pulled the unit out to look at what he was talking about and the unit was clean but the condenser coil fins were smashed flat on the inside from when they last worked on the unit repacling the fan shroud for the air mover. when the technitian was advised of this when he picked up the unit he agreed that the coil needed repalced.
it is now 7 weeks again and no word from service. Our phone calls asking about the unit are redirected to a opperator who advised that they will leave a message with the manager and he will call back. We never get a call back.
An attempt was made calling for a district manager and all they show on the work invoice is for a cleaning which I told them I did not want nor need the cleaning that the machine needed a new coil.
I then asked if it was just needing a a cleaning why was it taking 7 weeks in the middle of the summer to clean. The reply was it should never take that long and the service manager would be contacted for clarification, and I would get a call the next day. I gave tem my cell phone # and verified a read back to make sure they had my right number and again it has been a week and no phone call, no air conditioner.

Of course when the store manager is approached with the problem he advised that that is a service problem and he cannot do anything about it that I have to contact the service Dept. The unit is 6 yrs old I have paid $350 a year for extended waranty I could have bought two new air conditioners by now.

Any suggestions on how to get this resolved when a person cannot even get intouch with management
Posted by ELISA on 2008-09-30:
I AM DEALING WITH 16 MONTHS OF THE SAME HASSLES..NO REFUND, NO REPAIR, AND SORRY ASS CUSTOMER SERVICE ALL THE WAY UP TO ALLEN SHEPPARD IN BEAUMONT, TX. I AM WORKING WITH THE BBB TO SET UP A MEDIATION BUT I REALLY WANT TO FILE A CLASS ACTION SUIT AGAINST THEM AND ANY ONE WILLING TO DO THE SAME AND HELP ME CAN EMAIL ME AT ENIETO60@MYLC.LEE.EDU I'VE GOT A LETTER IN LINE FOR PUBLISHING WITH THE BAYTOWN SUN ABOUT HOW UNETHICAL THEY ARE. I'VE ALSO ASKED CNN TO RUN A STORY ON CONN'S. EVERYONE FEELING AS SCREWED AS ME SHOULD DO EVERY THING TO STOP THEM. CONTACT THE BBB AND YOUR LOCAL NEWSPAPERS AND TV STATIONS. EVENTUALLY IT WILL GIVE. THE TRICK IS TO STICK WITH IT UNTIL IT PAYS OFF. MOST PEOPLE GET TIRED OF DEALING WITH THEM BECAUSE IT'S SO FRUSTRATING. (I SHOULD KNOW 16MONTHS AND COUNTING)
Posted by jktshff1 on 2008-10-01:
ain't no one going to win in a class action suit 'cept the lawyers.
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Forgot to send my payment book
Posted by Purpleswan on 11/06/2007
HOUSTON, TEXAS -- I just want to add my complaint about Conn's Appliances to this to help warn people about this shady operation. I bought a refrigerator from Conn's and they forgot to send me the payment book. When It came time for me to make my first payment, I called them and asked them for the amount and to send me a statement. They told me they would send me the payment book. In the meantime, they asked me to make a payment over the phone which I agreed to do but the problem is that they went into my bank account and took not only the amount we agreed upon but something they called a late fee.

We never talked about a late fee since it was their fault they did not send me the payment book. The point is I never agreed to any addition amount beyond the specific amount of the monthly payment. In the meantime, they reported me to the Credit Bureau as a late payment in spite of the fact that I agreed and made the payment. It seems they had some kind of internal mix-up inside the screwed up Conn's operation where the right hand did not know what the left hand was doing or something like that.

I have been disputing this with them for five months now. They refuse to admit they were wrong to go into my bank account and take more money than I authorized. I notified them to never go into my bank account again as I was rescinding any and all authorization giving Conn's any access to my bank account. They have retaliated by refusing to correct the bad marks they put on my credit. They refuse to admit they were wrong to take money I did not authorize from my bank account. I have had at least a couple of dozen phone calls with them and they are rude and disrespectful.

They make all kinds of threats that stop very short of being illegal. They have called my house at all times of the day, numerous times to try and inconvenience me. They call on Saturdays and Sundays. They call early in the morning and late at night. They harass and threat by leaving messages on my answering machine that give the impression of being from "Conn's Corporate Offices" or from "Conn's Legal Department". In their message they lead me to believe they are going to work this issue out with me but when I talk to them they refuse to say specifically that they will correct and resolve anything specific. They use pressure tactics.

They even sent me a bill saying I am being penalized by raising the total amount of the refrigerator up an additional $275.00. The past Sunday ("Sunday") they left a flier on my door threating more legal action leading to repossession. They did this while I was inside my home hosting company.

This CONN's APPLIANCES is a mean, vile, dirty, vicious and ruthless company. The name Conn's fits them perfectly because they ought to be behind bars somewhere. Now that I am researching complaints against them on the internet, I want to warn other potential victims to take these complaints seriously. Like they say, let the buyer beware when dealing with the cons at Conn's Appliances.
     
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Posted by jktshff1 on 2007-11-06:
I am sorry, but apparently you knew when the payment was due.
Posted by Sparticus on 2007-11-06:
How late are we talking here? Sounds like it was more than a few days if they reported you to collection and tried leaving notices on your door??
Posted by msnanny on 2007-11-06:
There must be more to this story. Are you current with your monthly payments now?
Posted by Slimjim on 2007-11-06:
It sounds like you decided to stop paying for your refrig 5 months ago because they hit you with that late charge. Honestly, you may have gone about this quite incorrectly. Since you haven't made your agreed payments, they ARE going to report such and trash your credit. The next thing that is going to happen is they are going to show up with a sheriff and take that box back. No frig and an R9, all over a $25 late fee.
Posted by heaven17 on 2007-11-06:
Why do people always use the excuse of "I didn't get a bill"? Whether or not you had a payment book, you should have made sure you knew how much your first payment was and when it was due.
Posted by Aerocave on 2007-11-08:
Companies do not call you when you are late to tell you, "Now Mr Customer, you are late on your contract so we are charging you a late fee"--you owed the money regardless of whether you got your payment book. Once again, another case of the "Blame the company--I'm not accountable for anything" mentality.
Posted by txchick74 on 2007-11-11:
I assumed you signed a contract which stated your due date so even if you did not get a payment book you knew when the due date was going to be. If you didn't pay on time of course there is going to be a late fee! So if you haven't paid in 5 months you are just hurting yourself and your credit. If they are sticking notes on your door then they are probably getting ready to sue you and repo your fridge. Just get over it and pay up. Jeez!
Posted by darth_salesman on 2008-05-22:
Do you need your hand held? really, cuz thats what it sounds like. You knew the payment would be due, you have no one to blame but yourself.
Posted by hard times happen on 2009-02-23:
Next time you can file fraud at your bank and reverse the charges. They did the same thing to me in a way. I authorized a 900 payment in one month. The next month, without me calling or them calling me, they took out another 900 which was not even due on the bill. I filed fraud charges, closed the account, and all money was put back in my account. They too threatened me. I got divorced and he got all the conn's in his name, and me in mine. They called and threatened me from their "legal dept" and said they were serving me papers and I could lose my nursing license. WE weren't even married when he made two of the purchases. However they were still going to sue me, so they said. The first $900 payment was made on HIS accounts out of fear. The second was just taken without permission so I filed fraud on ALL of it. You may not be able to get it removed from your credit report but you can put a comment about why it is on your credit report!
Posted by Ramon5563 on 2012-01-13:
Sounds like you should take some responsibility for your financial life. I've dealt with Conn's before. Its a great place to get your credit established or rebuild your credit. You are the kind of people they hope walks through the door. When you sign the contract, it tells you exactly when your first payment is due. Its a reoccurring payment so it will be on the same day every month. Why do you need a payment book to keep up with that? It's not their responsibility to tell you when to pay them
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Bad Customer Service
Posted by Wgrant32 on 09/09/2008
FORT WORTH, TEXAS -- Please read this letter I sent to SVP, it explains it all:

Mr Brucehart,

I would like to first thank you for reading this email. I feel it very necessary to tell you about my recent experience with your store manager at the Cherry Lane Fort Worth Texas Store. After many purchases made at this store and receiving wonderful customer service each time, my husband and I decided to purchase an HD TV. On January 7th 2008 we went to the store and Jonathan Key was our salesman. He was a nice young man and we looked at several TVs but Jonathan pointed out that he had a TV on clearance that should be just fine for us. This was an AKIA 32" Flat screen HD TV. I told him that I felt unsure because I had not heard of this brand before but he assured me that it was a really good brand and your store had been carrying it for quite some time and never had any problems. So we purchased this TV for $499.99.

Well sometime in July 08' while watching TV it just turned off. After looking around and trying to plug it into a different outlet, I determined that it was the TV. I asked my husband to take it to Conn's and find out what we should do (we had purchased a service warranty). When my husband got to the store he approached a salesman and explained the problem. The man directed him to a phone, dialed customer service and handed my husband the phone and walked away. After waiting on hold for about 10 minutes my husband got frustrated, hung up and left. So then a few days later I went to the store myself and requested to speak to the store manager. This was Mr Van Woods and at the time he was busy so I patiently waited for him.

When he approached me I pleasantly told him of my deli ma and requested he tell me what I need to do to fix the situation. Well this is where it gets good. Mr Van Woods, in a VERY condescending way said: "Mrs. Grantham, just as we probably explained to your husband, this TV is no longer carried in this store so there is nothing we can do to fix it. Now what we CAN do is sell you a more expensive TV as long as you are willing to pay the difference in cost.".. This confused me a little since I purchased a warranty so I said: "Can we not send the TV to get repaired?" and his response was this "Mrs. Grantham, we could send it to our service department but MOST likely the problem will turn out to be customer abuse so it would be in your best interest to let me see what we have in stock and you can upgrade as I said before."

All of these things were said to me in a very condescending way with him standing over me as if I was some really stupid little girl. So I stood up and told him that there is no way it could be customer abuse because the TV has not been moved and then he says (I cant believe this one), he says: "Ma'am have you ever heard of a power surge!".... At this point I am so stunned by his tone with me and his inability to just simply say "Mrs. Grantham, here at Conn's we try to make sure that every one of our customers have a wonderful experience with their purchases and I am very sorry that this has happened to you. I will be happy to refer you to our service department or you could upgrade your TV today its up to you." These are very easy and non confrontational words but Mr. Van Woods is VERY incapable of such. I ended up leaving very upset (to the point of tears) and calling the AKIA warranty department.

This of course brought me nothing because AKIA no longer exists (which may explain why the TV was on clearance and Jonathan was so eager to sell it to us and With a boss like Van Woods, who has no integrity, I would not be surprised that his employees are the same way.) Anyway the warranty company had some man come and pick up my TV and they kept it for 6 weeks before giving it back to me the same way he took it. AKIA is not shipping out power supplies and so any AKIA unit can not be repaired. So here I am back to square one... Well the point of this email is really to let you know how horribly I have been treated by Van Woods at this store so I will get to it.

My next trip to the store was Friday September 5th. I had been speaking to Cathy Brown in Beaumont, she said that she would call Mr Woods and tell him to get me a new TV. When I arrived at the store he said he had not talked to her and then he starts calling service. (this is of course after he made sure to condescend me some more by explaining that he couldn't possibly remember me since he deals with so many customers everyday) Well this email is already to long and I am just going to say that he humiliated me in front of other customers and my husband and refused to satisfy me as a customer of Conn's. He had a Toshiba 32" Flat Screen HD TV for 569.99, which is only $70.00 more than what I paid but he refused to write off $70.00 and exchange my TV.

As he and several other employees at your company explained to me, Conn's does not and will not ever write off $70.00 in order to keep a customers business. The funny thing is that all the times I was on hold with your customer service department, I get to hear a recording that says that Conn's has been doing everything in its power to make sure every customer is satisfied since 18 something. What a joke! The interest that I have paid on this TV that does not work is $109.75 so why is it that I can not have the Toshiba for $70.00 more. That does not include the interest that I paid from purchasing a dishwasher, dryer, stove, 2 laptops, 3 I-Pods, a flat screen monitor, microwave, pots and pan set, freezer, sweeper and a futon.

I think that my service to Conn's is well worth $70.00 and I am so very disappointed by the way that I have been treated that at this point it is all principle. I will never ever purchase anything from Conn's again and I will definitely let everyone I talk to know how I was treated. Strangers and friends alike will hear my story since I plan to contact the local television station here who loves to catch businesses practicing unethically.

I am very sorry that you had to be bothered by this as I really did make GREAT attempts to reach Bill Ward who is the District manager in this area. However after being told by several of his managers at others stores that he would not help me anyway, I finally gave up. (I did leave many messages for him with no response) I would strongly advise that you remove Van Woods from contact with customers as I can not see how there would be any way he can manage this store that is in a very bad location without running it into the ground.

I appreciate your time,

Wendy Grantham
     
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Posted by BenSteph118 on 2008-09-10:
I can empathize with every part of your letter. I too received the same kind of treatment from not only the manager but assistant managers and the salesman who initially sold me a faulty laptop and a love seat that never came. This was from a different store in Texas, no surprise. I am eager to find out if your letter was ever responded to so that I may make the same effort.
Posted by 2SickAndTired on 2008-10-30:
This is apparently Conn's Standard Operating Procedure. I received the same treatment, but my product was still within its 30 day from receipt window. Does anyone know if there is a class actions being pursued?
Posted by mom2six on 2009-02-12:
I'm wondering the same. It seems that they sell defective products, pocket service fees and try to get you to spend more money upgrading your appliance as a standard way of doing business. They use their service representatives to mollify and stall so that items are no longer available. And we've all been put on hold to listen to the free upgrade recording that they have no intention of honoring. Interesting.
Posted by LuccyLuu on 2009-02-27:
I had the same problem with my dishwasher it was broken when they delivered it and they told me they would be back in 2 weeks well they say you have 10 days from delivery to get it replaced how can you do that they came back in 2 weeks my 10 days was up
Posted by LuccyLuu on 2009-02-27:
I dont care who you know you will not get this problem resolved I have family that live in Vidor and knew the Mr Conn personally and if you mention that to the people at conns they laugh. They do not care about you or your situation. You are waisting your time, energy, and voice. If you want my advice get a lawyer! All costomers of Conns need one.
Posted by registeremail on 2009-06-20:
I'm afraid that it's probably too late to help Ms. Grantham, but I had a similar experience with Van Woods at Conn's that I was finally able to resolve. Perhaps my experience will help the next reader.

We bought a lower priced Whirlpool clothes washer at the Conn's on Hulen Street, and were immediately dissatisfied. It was way too loud and although the timer dial had a "delicate" setting (that to us implied a 2-speed motor), if you set it to delicate, it would just run at full speed, pause, and then run at full speed again. That isn't delicate! Initially we tried to make-do by closing the utility room door and doing delicates by hand, but after having the washer for less than a week and a half it broke down due to a manufacturer's defect in the timer.

We bought the washer at a local brick-and-mortar store for service after the sale and because Conn's has a 30-day return policy. (After all, you can't "try out" a washer in a store). We contacted the then-store manager to return the washer or exchange it for a different model and were told that she could not process a return because the washer was broken! She said that we had to go through the service department for a return. The service department told us that they could not handle a return, only a repair. We weren't interested in keeping the washer, since we were dissatisfied with it before it ever broke, so we again contacted the store. The managers had since changed to Van Woods and asst. manager Billy Brink, and they said the same thing- no returning the washer (even during the 30-day return period) because it was broken!

After multiple attempts to contact Conn's corporate customer service by phone (no help there), speaking to Conn's DFW service manager Greg Leblanc (no help there), trying to contact Conn's district manager Clay Roberts (wouldn't even return phone calls, so no help there), we finally got a response to an email sent to Conn's customer service. Never mind that the response to the email came after THREE MONTHS!

It turns out that Conn's is apparently being investigated by the Texas Attorney General's Office for their handling of extended warranties, and in response to that investigation and other issues they have recently created a "Customer Help Group" that dug up our old thus far ignored email and contacted us. The Customer Help Group really seems to want to help, and is actually EMPOWERED to help. They not only resolved my problem to my satisfaction (took the washer back, refunded ALL of my payments including delivery fees, waived the re-stocking fee, etc.) but they also arranged to have district manager Clay Roberts and store manager Van Woods call me to apologize for their lack of help.

I would encourage anyone with a customer service issue to speak with the store manager and try to resolve the problem. But failing that, try calling Conn's customer service department at 1-877-472-5422 and ask for help. If the customer service agent can't or won't help (or just transfers you around aimlessly or cuts you off), ask for the Customer Help Group. If you have a legitimate concern and are willing to be persistent, I'll bet that you'll eventually get the help you'll need from them.

Hope this helps.
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They Do Not Live Up To Their Price Guarantee
Posted by Eric.H on 01/26/2008
I purchased a refrigerator from them and 2 weeks later Fry's advertised the same fridge for $130 less. They wouldn't match, wouldn't refund and wouldn't return my calls.

I am extremely frustrated by their lack of customer service and false advertising.
     
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Posted by Slimjim on 2008-01-26:
I'm sure that price match guarantee is at time of purchase. Logic should dictate you can't expect them to continue an offer like that after the fact. No foul here. NH.
Posted by Eric.H on 2008-01-27:
Actually, you are quite mistaken and dont know your facts. Here is Conn's "Everyday Low Price Guarantee" copied directly from their website.

Conn's promises for 30 days (10 days on digital cameras, camcorders Plasma & LCD TV's) from the date of purchase that our product prices are the best in town. If you purchase a product from Conn's, then find a lower price on the identical item in stock and available for immediate delivery from an established merchant (excluding warehouse clubs and internet competitors), simply bring us the advertisement showing the exact model number and price and proof that it is in stock and available for immediate delivery. Conn's will match that price plus give you 15% of the difference. This product price guarantee, where applicable, will additionally apply to the total invoice including all delivery/installation charges for the product when you bring us proof from an established merchant presenting this information.
Posted by doogie on 2008-02-08:
Your experience is unfortunate, but we've had great experiences with Conn's. Stores are a little dowdy inside and the selection can be spotty, but we would completely recommend them based on 2 purchases: a ceramic flattop range and a fridge. Fast, personal service as they rang us up (vs. Fry's and Best Buy, where salespeople would disappear for 20 minutes and help other people when they were supposedly answering our questions). Professional, next-day delivery and setup in both cases. And very reasonable on price--when I mentioned that Sears was offering free delivery, they matched it. When I complained that I thought charging extra for the electric cord required to operate the range was a scam, they removed it from my bill. I'm a tough customer, and if they have what you're looking for in stock I would highly recommend them.
Posted by Anonymous on 2008-12-25:
Ed, do you believe every single person within the M3C's community works for Conn's? Have you noticed that you are making posts that are almost a year old? I don't think at this point in time the OP will be rushing to get to your public protest.
Posted by Slimjim on 2008-12-25:
And Edward Williams appears to be a lunatic. Hey, we all call em as we see em, right?
Posted by Anonymous on 2008-12-25:
LOL Slim! RIGHT! :)
Posted by Phil C on 2009-01-17:
Eric,
I found the same situation with Conn's here. They did not honor their low price guarantee and did not even give a reason that held water according to their contract as you stated. I, like you, find the Slim Jim character not correct in his poor understanding of their contract. I also found him on other opposing view points elsewhere! Hmmm. I just wonder who he really represents. Enough with that, I have filed a complaint with the Texas Attorney General's Office but don't expect much. Really outside of small claims court, which is still an oiption, not much will be done unfortunately. In years past government agencies really came down hard on these practices, but lately they have passed their responsibilies on to the lawyers and civil courts. But that is a whole other issue when it comes to government and lawyers.

Phil
Posted by Eric.H on 2009-01-28:
Phil,

I've been voting with my feet. I wont be spending any of my money with Conns anymore. I've made some significant purchases since at Fry's and been extremely satisfied with their service and price match policy.

I didnt make a formal complaint with the AGO, but I did write to the Conns CEO twice, and never had any response.

Just goes to show their disdain for their customers.
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