THE WOODLANDS, TEXAS -- I am or should I say I was a long time customer of Conn's. I purchased numerous TVs, lawn mower, TV mounts, refrigerator, but my complaint is on the computer that I purchased in January 2013. The computer stayed in the box for 3-4 months due to office remodelling and once we opened and started using it the computer crashed after about 6-10 hours of use! It didn't even last a week!
I took it to Sugar Land to get it fixed and when it was being fixed I contacted the store I purchased it from, which was in The Woodlands, and spoke to manager. The manager agreed to replace it and if there was a cost difference I would pay. It took me some time to go over to The Woodlands. I live about an hour plus away from there, and when I was ready to head over I called to let him know and he said it was too late!
Apparently there was an expiration on the replacement! Too bad he failed to mention that the first time he spoke. Why he wouldn't, I have no idea. We argued over the phone and I gave up. So I went to Sugar Land to pick it up and spoke to the manager there, he suggested that I contact Conn's directly. So I left the computer and tried with no success to get it resolved, no returned calls, nothing! All the while, I had paid my bill every month for a computer that I did not have and did not even work!
I finally went back to the store to go pick up my computer, and even though it was in the store (yes I said in the store) Conn's refused to let me pick it up because their computer showed it was "in transit." So I left again with no computer and extremely angry. What a waste of my time and money! I am finally at the point where I refuse to pay for this computer. I get 3-4 calls a day on my payment, but NO calls on the lack of their customer service, no calls on the repair or replacement of my computer that they have!
Today the last straw I spoke with Conn's and they show in the computer that I picked it up! NO, Conn's you still have or lost or sold or whatever you did to it, I don't! I am not a complainer. I typically don't write review or anything online, but this is just ridiculous! I will tell everyone I know about this experience and tell them to never to go Conn's! Don't waste your money at this store.
HUMBLE, TEXAS -- On 6/1/2014 went with Humble Conn's because they stated if we did Not like the mattress we could exchange it for $129 fee. Bought the set for $1515.00. Brought it home... HATED it. Woke up stiff with achy hips. Called our sales lady. She told us she would talk to manager and call us back.
3 hrs later she called and said we would have to sleep on mattress for 7 nights then we could proceed with exchange or we could call customer service and they would come and inspect the less than 24 hr old mattress and decide if it was in a exchangeable condition. Are you kidding me? Their policy states "You May Return/Exchange Mattress Within 14 Days Of Purchase!!"
LEWISVILLE, TEXAS -- We bought a table from Conn's and have been making monthly payments. Somewhere along the line they changed to Bank of America for card processing. Bank of America is supposedly charging them $3 for every payment processed and rather than consider it a cost of doing business they passed the charge on to their customers. I have a hard time believing that such a big company could not negotiate a better deal on processing and feel that they are actually charging more for this than they are being charged. I will not purchase from them again. I can't bring myself to do business with a company that charges you to pay your bill.
TUCSON, ARIZONA -- My mother went to this place to get a refrigerator, (she is on a fixed income) bought one with cash. They offered free delivery and set up on a rebate type system ($80.00) so they dropped off the unit inside the front door. That's no setup and it wouldn't fit. I called Conns the next day to see what the return policy is and the salesperson told me we will get a call from the salesman who sold it. Of course, no call.
I took it to their store and they said they don't take back returns at the store and laughed at us, and this is a manager. I informed them that they will take it back and give the money back and we will not be doing business with them. They informed us that we will be charged for delivery and setup and restock fees will apply. So, they conned us out of $250.00. Very bad service. Please never do business with this company. May they end up like all the other companies that go against the big box stores.
DALLAS, TEXAS -- We went to purchased a big screen TV and stove top. We were going to pay cash but the representative talked us into starting a same as cash credit account. We made our payments and a few months later went back and paid cash for a washer/dryer, and camera during a black Friday sale. We were still making payments on the TV and stove top when we were notified that we weren't sending in enough money. When we called to check this out we were notified that our purchases made on black Friday were also added to our credit account. We argued, sent in copies of receipts and did everything else within our power but they still would not remove it.
When we withheld payment, they took the voided check we had to give at the start of the account and began removing money from the acct. We tried doing stop payments but they changed the check number and dollar amount every time. And it was legal because of the authorization you have to sign when writing a check to them.
We ended up having to change our banking info because everything the bank did to stop them... they were a step ahead. To this day the account is unpaid and with the money taken from my account the TV and range has been paid for twice with interest.
CONROE, TEXAS -- Conn's - Ashley Leather Couch Set. We bought an Ashley set of leather couches at Conn's three years ago. Within a month or two the leather was peeling on the Reclining Love Seat left side. I didn't know REAL leather peeled. We called in for repairs and they came and the repairman from Kelly's Furniture Service in San Antonio told us that the leather was no good and he's have to order a new cover.
Waited weeks for the parts to arrive. By that time the couch was doing the same thing, and the reclining mechanism on the right side had quit working properly. Called to complain and once again they sent out a different guy from Kelly's repeat of the same story, had to order parts, waited waited waited. After four months another repairmen showed up with the correct cover to fix the love seat left side, by then the right side was peeling too, needless to say ordered more parts. I asked about the reclining part of the couch and was told it was back ordered due to a rush of the same problems.
Months went by called to complain more times than I can count, same story. Finally the furniture was in such bad shape I had to replace it with real leather furniture from a real furniture company. Told Conn's I refuse to pay the balance for furniture that they failed to repair and wasn't even real leather as it was represented.
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, Conn's, 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!!!)!!!!
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
Conn's customer support
HOUSTON, TEXAS -- I am a customer of Conn's and have been for over 10 years. I have bought every major appliance I own plus smaller items from Conn's. When I need anything electrical, I go to Conn's before anywhere else. I am extremely shocked and appalled with the way Conn's has been treating me. After YEARS of never missing one payment on my Conn's accounts, I have begun receiving numerous phone calls from an automated system from Conn's reminding me to make my payment. This wouldn't be so bad if it was once, but is numerous phone calls for several days on every phone number which belongs to me, even if I have already made the payment!
When these phone calls started in August, I called their customer service department to ask why I was suddenly receiving these calls. The representative gave me a stock answer that it was just a simple system set up to remind the customers about payments. He agreed with me when I pointed out my excellent payment history with Conn's and he told me that he'd get the system to stop calling me.
Imagine my surprise when just TWO days after Hurricane Ike badly affected my area, Conn's automated system called every phone I own 5-7 times each day again. Did they honestly believe that in the middle of recovering from a hurricane my family needed the added burden of dealing with these relentless phone calls?? Again, a one time reminder would have been sufficient, IF they felt the need that you had to it all, which I still cannot comprehend. How about after a natural disaster, they just turn the system off for a few days?
This morning I took the time out of everything else I had to contend with to actually make the payment to my Conn's account (via the telephone so it would be immediate) just so that Conn's would stop tying up my phones with these relentless reminders. Imagine my disgust, when Conn's called three more times to remind me that my payment is due.
I have just called the customer service number again after the THIRD time they have called today, only to be told by their representative that "that's just the way the system is set up..." I asked the representative to please only deal with those customers who are delinquent with payments and leave me alone, or suggesting to call just ONE time if they really felt the need to call all loyal customers. I told him that I had actually MADE the payment this morning and could he please get the calls to stop?
He gave me a verbal shrug and just kept repeating that "that's the way it's set up."I asked him who could fix it and who I could talk to. He then gave me the number of a "corporate office"713-676-1153guess what? It's not a working number. Can I now call and harass Conn's several times a day to "remind" them to give customers working numbers?
You'd think a company who could come up with a system who could "speak" my name every time it called, could at least have a working phone number for a corporate office or have a representative who could give me the correct number. I didn't dare call him back again to actually get the correct number and waste more of my precious time.
I am going to find every public forum I can to let the public know of the insensitive and shameless methods Conn's uses of "getting" money, especially during this trying time. It's bad enough when families are not recovering from life changing disasters, but to have this happen only two days after my family has suffered losses, is trying to reach family members, and is trying to get life back to normal is absolutely unforgivable.
I also feel that the system should be "set up" in a much more accommodating manner. It should not call customers who are not delinquent or late with payments and it should not call so many times, for so many days, on so many phone numbers.
For heaven's sake, we have NEEDED our phone lines the last three days for more dire purposes. I am sorry I ever did business with them and I am even more sorry that I was such a good customer who gave them all my business and who made my payments on time each month, as I've been given no accommodations for that whatsoever. I've only been harassed.
FORT WORTH, TEXAS -- 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 ** was our salesman. He was a nice young man and we looked at several TVs but ** 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, dialled 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 ** and at the time he was busy so I patiently waited for him.
When he approached me I pleasantly told him of my dilemma and requested he tell me what I need to do to fix the situation. Well this is where it gets good. Mr **, in a VERY condescending way said: "Mrs. **, 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. **, 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 cannot 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. **, 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. ** 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 ** was so eager to sell it to us and with a boss like **, 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 ** at this store so I will get to it.
My next trip to the store was Friday September 5th. I had been speaking to ** in Beaumont. She said that she would call Mr ** 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 too 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 customer's 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 cannot 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 ** 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 ** from contact with customers as I cannot 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.
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 TVs and 200 each for the mounts. It didn't arrive the next day, it arrived four days after the order. We needed the TVs for a show that was opening soon, and that four days stressed us.
When we unpacked the TVs, 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 wringer.) Then our financial office called us a month later. CONN'S charged us $999 each for the TVs, 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 wringer, 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.