• Report: #1162371

Complaint Review: Conns Inc.

  • Submitted: Tue, July 15, 2014
  • Updated: Tue, July 15, 2014

  • Reported By: Jenn — Chandler Arizona
Conns Inc.
3295 College St Beaumont, Texas USA

Conns Inc. Conns Appliance Conns Furniture Defective/Used products and horrible customer service Beaumont Texas

*UPDATE Employee: Response to Report #1162371

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Had a couch delivered Monday July 7 at 11 AM, I did not notice the problem area(s) until after the delivery.  On the back of the couch (where the back panels meet in the corners) its peeling back on most of the corners and you can see screws and staples.  There is also material that has been rubbed off on the corners, like its been dragged on the ground.

 I was told by delivery that I had 72 hours to call if there was an issue. I called 623-882-2400 at 830 am on July 10 (NOT YET 72 hours).  Once I received a call back  @ 1:53 PM (now after 72 hours) I was told that it’s over 72 hours (because Conn's counts days not hours) and they will send someone out to repair it. Why do the delivery drivers say 72 hours if it's not really 72 hours?

I called customer service and no one can help you, they tell you to call the store, the store tells you to call customer service and they in turn transfer you to the "correct" department, but it's never the correct department.  They open tickets and then close them as resolved without ever communicating what the resolution is.  They tell you oh I am waiting for corporate let me call you back and they never call.

On Saturday July 12, I finally called the manager at the Chandler store, Joe, and he told me that they were going to replace the defective section of the couch. The delivery people called that same day to set up a time to come out and replace the defective couch.  Sunday, July 13, the delivery driver is at the house and tells me that Conn's ordered the wrong one. You deliver a couch that is already falling apart and then when you try to correct the problem you mess that up too. 

I had other items that we purchased (oven, rug and microwave) that have not been delivered and I have already cancelled those.  On Monday July 14, I called customer service yet again and asked them to come pick up their defective couch and to close the credit account..  I was told they could come get the couch, for a $129.00 fee and then I could exchange it for something else, or I could do a voluntary repo but I am still responsible for payment.  

When you make a big purchase, such as a couch, you are not only paying for quality merchandise, you're paying for quality customer service.  Since the couch was delivered defective and then you sent the wrong couch out to "fix" my issue and the complete lack of customer service, I would like for Conn's to come pick up their defective couch, which still has all the tags on, and close my credit account with no negative impact on my already good credit.


This report was posted on Ripoff Report on 07/15/2014 08:08 PM and is a permanent record located here: http://www.ripoffreport.com/r/Conns-Inc-/Beaumont-Texas-77701/Conns-Inc-Conns-Appliance-Conns-Furniture-DefectiveUsed-products-and-horrible-customer-1162371. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

Response to Report #1162371

AUTHOR: Conn''''s Support - ()

Dear Consumer,

Thank you for the opportunity to respond to this complaint. Unfortunately, we were unable to research your concerns because the complaint did not include identying information. However, we will be happy to look into this matter for you. Please contact us by email at socialmedia@conns.zendesk.com and include your contact and/or account information.

Kind regards,

LaKena

Conn's Customer Relations

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