Conn's Complaint - Unprofessional is an Understatement
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.