Conns - Given the Run Around
Furniture - Complaint
LUFKIN, TEXAS -- In March of 2011 my husband and I bought a bedroom set with mattress and box springs. We had to have it delivered/setup, the delivery guys would not come into our home and did not set up our bedroom set. We noticed when we were setting the bed frame up that the head board and foot board had some problems the head board had a crack all the way down the back of it (like someone stepped onto it) and the foot board had spots were someone had touched it with glue on there hands then tried to stain over it letting the stain run all the way down the foot board. I called Conn's and spoke with my salesman about it he said hold and got the manager on the phone then the manager told me we will order you a new head and foot board it will be here in 3 days. 4 days later I called to check on the bed and found out it was never ordered, the salesman then ordered it and hand delivered it plus set the whole thing up for nothing for all the problems I had with the bed and the manager.
In February 2012 I called to set up service for my mattress I had purchased in March 2011 due to the mattress starting to sag and push out the sides it was set up for March 2012 the service tech came out took his pictures and measurements and sent in his report, I called 2 weeks after the service tech was out and check the status of the report I found out that it was closed due to "nobody was home to do a service call for" I gave them the name of the person who came out the time they arrived and the time he left they then informed me he no longer works for them and they will set me up for another service call in 6 months since I missed the last service call. In October 2012 the service tech came out and took pictures and measurements again (this time it the sagging was much worse then before) the guy said he would file the report and I could call in 3 days if I have not heard anything 3 days came and I was about to call them and a voice mail came in telling me to go pick out a new mattress they were replacing it.
In early November of 2011 my husband and I purchased a living room set from Conn's, had to pick it up because it was going to be after Thanksgiving before they could set up delivery. We picked it up and set it up at home, on the loveseat the whole chair started falling toward the left and it was becoming noticeable when you looked at it. In March of 2012 I called and set up service the first of 4 (8 if you count the 4 for pictures and then 4 for the service) service people came out did his pictures and said we need to order parts they will be shipped here and a tech will come out and replace the parts. The parts arrived and set in my living room for a week before I called service to ask when they were coming out I was told there had been no request for a tech to come out and they would schedule one, he came out replaced the parts and that was that about a 2 weeks later I had to call service again for the same problem (this time you would just fall to the arm of the chair) The service guy came out took pictures and ordered the same parts and told me the same thing about "when the parts arrive the service tech will be out here to fix/replace the parts" I waited 3 days and called to make sure a service guy would be coming (he was) he came out and fixed it again and told me the same thing "if there is anymore problem just call service".
In July of 2012 I called for service to come back out for the same problem they again did the same service and I ended up call for them again In September 2012 when the tech came out to do the pictures and all that he does I let him do it waited a few days called to check on the service was told the man was going to be there Monday between 8am-11am to fix the problem I said that was fine the guy arrived with the part fixed and was about to leave when UPS dropped off the part he told us to keep the extra part if we wanted to which we did. I called in again but told them this was going to be replaced because they have already been out to fix the same issue 4 times they told me I could not get it replaced because I did not buy the warranty I then told them that I have not even had this a year and it was sold to me broken they said all they can do is keep sending out service techs to fix the issue and I could only have it serviced 6 times before I was charged the service fee. I told them that there would be no reason to setup service because I was going to the press about this and would be bring the furniture back to there front door, I hung up with that person got on the computer and sent emails to the local paper about what was going on I also called BBB and Cat napper (the maker of the living room set).
I was called in September 2012 by Conns head office saying that a new loveseat was ordered and I could pick it up when ever I wished. I went to pick it up and the store manager told me that I would have to load it myself that her employees would not touch that couch, I said that was fine with me I went to go find it and she told me I was not allowed to go in the back room that she would have it brought to the front door for me then I must load it myself, 2 really nice young men brought it to the front and loaded it for me and told here she could not do that to a customer (they were both fired 2 weeks later). In April 2013 we had to buy a microwave due to ours catching on fire, so I went to Conn's and picked it out. I had to do an in house credit for personal reasons, got everything done and even showed them my homeowners insurance. I was going to have a 11.00 a month payment for 12 months. I went in on May 19, 2013 and made a payment of 11.00. Before I made the payment my balance due was 105.33 so, when I made the payment my payoff should have dropped to 94.33 which I thought it had. I went in on May 21, 2013 to go ahead and pay it off the new pay off was 106.48 after the 11.00 was taken off for a payment, the cashier called customer service they told her the computer was right and the customer was wrong. I asked to speak with them she then told me that because I was paying it off sooner then the 12 months that there is interest that is were the balance of 106.48 comes in.
When asked why my sale slip says 105.33 due in full she said it was and error and Conn's is not responsible for errors like that. I told here my payment book tells me that I owe Conn's 94.33 and that is what I will pay if there is any problem then Conn's can take me to court. She then told me that I was being rude and not giving here a chance to fix the mistake/misunderstanding.
I asked her if she could please tell me why there was and additional 5.00 charge on this account and she said it was for insurance. I told her she was wrong because the salesman took my papers and made copies of them showing my home owners insurance. So I asked her " so I was being charged for insurance which I already had, plus I'm being charged more for paying it off early." She said, "No, you are going to pay the 106.48 owed on the account or it will be turned over to collections." I said, " I will not give you a dime. You can turn me over to collections and I will contest this and see you and Conn's in court." I then hung up.
Two hours later, my cell phone rang and Conns was calling me to tell me there was a misunderstanding and my balance due is 95.00. My husband went and paid it off, even after telling him not to.