4/23/11 - my husband & I purchased a King mattress & box spring set from Conn's. We had been shopping all day & went there last. All the companies we had been to had a return/exchange policy that if we were not happy with the mattress we could exchange for another. (i.e, firm, soft, etc.) Since the policy was never mentioned to us we assumed that it was the same. We were never offered delivery either. We were told to go pick it up.
4/30/11 - I returned to the store to speak with a manager. The salesman, Frank Lenormand, intercepted instead. I told him that both my husband and myself were experiencing a lot of back pain and that we're not comfortable on the mattress and would like to get a different one that was softer. It was only then that I was informed of the policy. I was very upset. He went to the back, spoke with a manager, came back to me and said they would have a technician come out to see if there were defects in the mattress that could be causing the discomfort. He gave me the "I'm your salesman and I'm here to make you happy and do right by ya" speech. He took copies of my paperwork, verified my phone number and PROMISED me he would call me with info. He never did.
5/4/11 - someone called to set up an appt. to come out for a 'service call'. They couldn't come until Saturday the 14th! She said they would call me on Thursday the 12th or Friday the 13th to set a time. No one ever called. 5/14/11 - spent all morning sitting at home waiting for a service person to show up. Finally I called to see what time they were coming. She informed me that I had been taken off the schedule because there was a family emergency and they wouldn't be able to reschedule me until Thursday the 19th!!! I then asked her when I was going to be informed of such cancellation and she said "I'm sorry ma'am, it doesn't appear that anyone was supposed to call you". (What??!!) I then went back to Conn's to speak with a manager. I spoke with Chris James. I explained the situation start to current. He called service and I could hear the woman on the other end of the phone, she was pretty rude. Told him to have me wait there in the store and would call back to see if they could expedite the service call. She told him to ask me, very rudely, what I was going to do if they didn't find a problem with the product. I replied that "I guess I'm stuck with $1500 worth of crap that I can't use!" I also told him I'd be filing a complaint with the BBB and their corp. office. I waited more than 30 minutes, she didn't call back. Chris verified my number and assured me he would call me that day, so I didn't have to sit there any longer. Chris called me back more than 24 hours later, on the 15th. They cannot expedite the service call he said. I asked "what if it's not convenient for me" and he said he was sorry. I said me too. I also asked him if I had stayed there the day before would I have spent the night...he said "I'm afraid so, she just now called back". So they were yanking my chain again!
By the time they come do their "service call" we will have had the bed for almost a month. I am completely, 100%, unsatisfied with my experience through this company. You have terrible customer service. Salesmen don't go over the policies in full with purchasing customers. I'm curious as to why the salesman didn't go over the return/exchange policy with us at the time of purchase. I can guarantee that if we had known we couldn't exchange it we would not have bought it. It's $1455!!! I would never purchase something so expensive with NO return policy included. I wish I had made my purchase from another company and paid the extra $200 or $300!!

I have filed my complaint with the BBB. I feel that Conn's should make this right with me regardless of whether there are defects in the mattress or not. We should not be stuck with something that causes us pain every single day.

A dishwasher along with other appliances were bought on credit, new, including costs of installation costs separate on appliances. I happened to open under sink door for soap and saw water spraying from some four hoes in hoes to dishwasher. Spray was going toward back of cabinet under sink and behind the dishwasher. It appeared that the hoes was hitting on rough hole that hoes was fed through but I really did not know. I read the instructions for installation and they included requiring smoothing off rough hole or other protection for the hoes. When I called service I was told if Conns made problem, they would not charge. The service man blamed in on mouse. He put in new hoes and I had the removed hoes. The hoes in the hoes were definitely not a mouse, or any other creature. The hoes were scrapes against the hole that was not properly prepared for plastic hoes, as the instructions said. They refused to No Chg. The Manager refused to let the svs man properly prepare hole for the new hoes. If I had known that this problem would have occurred, like I am a service person (?), I would have done as I have done just recently, taped off the hole, according to the instructions. I have also discovered that the sub flooring is damaged from the water spraying for no telling how long because it was just a freak accident that I opened the door under sink and found the leak that sprayed to the back of the cabinets. And they refused to install correctly, or service correctly. I was lucky the old hoes was left or I would never have known the truth. Conn's would never have told me the truth.

In 2007 I consigned a purchase on credit for my son and his wife for computer equipment, the total charge was somewhere in the $3, 500 range. For the first year and a half my son paid religiously until he and his wife split up and then the payments got behind. I received a call from Conn's and for over 2 years I had $25.00 a week electronically taken out of my account and paid to Conn's. Last October I called Conn's customer service and asked them for the balance, it was still over $200.00 so I paid the amount that the Customer Service Representative gave to me over the phone.

A couple of weeks ago I went through my bank to purchase a new vehicle and to my surprise there was a blemish on my credit report from Conn's showing that I owed $7.40. The $7.40 was worth 100 points on the Credit Score.

I called Conn's Customer Service and was told that I could not talk to anyone in the department that actually deals with reporting to the Credit Agencies, the communication had to go through their Customer Service to their Credit Department and then back to me. I paid the $7.40 and asked for a return call. Two weeks have gone by and the $7.40 is still on my Credit Report and I have not received a call back.

This afternoon I called Conn's Customer Service and went through the same routine. In addition I have put a call into Conn's Senior Vice President in charge of Credit ( Mr. De La Fuente) but have not received a call back.

I am sure that computers automatically turn customers over to the Credit Agencies no matter how low the balance is and how good the payment history has been, that is ashame and how we lose customers. Within the last 2 years I purchased my home entertainment equipment from Conn's, spent over $4, 000. This is just one of the purchases I have made from Conn's over the years and have enjoyed doing business with them.

For $7.40 Conn's lowered my credit score, in return they lost a good customer and someone who has a large network of friends and associates. Not good business.

My wife and I purchased a queen size mattress. I have slept on the mattress two nights. Both mornings, when I woke up, I had a lot of back pain. When I called the store and customer service line, they told me they can't take returns on mattresses. So even though I am unable to sleep on the mattress, they will do nothing for me. This is very bad customer service. They should be concerned that customers are happy with their product and especially if their product is causing health problems. This is unacceptable customer service. On my receipt it says, "Conn's, Award Winning Service, Since 1890." But the only part of that you should pay attention to is the first part, because that is obviously what they are, deemed by their level of customer complaints, and obviously there quality of products. Take my advice and shop somewhere more expensive but where you will get better products and customer service from people that care about their customers.

In July a family member purchased three new kitchen appliances for my first home. I selected a refrigerator, range, and dishwasher. All three items were on sale at very good prices. The range was the best deal at nearly half off the regular price. It was also the last one and not being replaced. The sales clerk assured us my items would be safe in the back until my house was ready (flooring was still being installed). We called a couple of times during the next few weeks leaving messages to keep in touch with the sales clerk. We spoke to him once after a family emergency on our side pushed our work on the house back a bit. He again assured us our merchandise was fine and to call when we were ready. We started calling shortly after that to set up delivery of our items. Every time we called the store, we were told the sales clerk was busy, in a meeting, on the phone, helping another customer, not in... We left message after message. We eventually started asking for someone, anyone else to help us set up a delivery. We were then told we could only talk with our sales clerk. We continued to leave messages with detailed information about the situation and call back numbers. We never heard from our sales clerk, but were assured by others everything was fine. Finally, in December we were told our clerk had been moved to another site as an assistant manager. We called that store and left messages. Finally someone told my husband on one call that our range was no longer available. I thought they were referring to the fact that the range was not being manufactured any longer, but they meant that Conn's no longer had MY range. It had been sold! The person couldn't explain how it happened and said we had to talk to our sales clerk. We had to keep calling and telling them we would take our money elsewhere to get the clerk to call us back. I then found out on the 17th that our range and dishwasher had both been removed from our package and resold! That's right folks, two of my paid appliances were stolen from my package and resold without ever calling us first. Apparantly we were getting the run around while they were trying to cover tail ends! Now all the sales clerk wanted to do was offer a substitution for the two items. That would be fine if the new items were of equal or better quality. Unfortunately the substitutions are of lesser quality than the original items. Every consumer is looking for a good deal, and I thought I had found one. If you buy a Mercedes for the price of a Kia you still expect to leave with your Mercedes, NOT the Kia. Well I bought the Mercedes for the Kia's price and now Conn's is trying to stiff me, deplete the amount of savings my original package items had created, and send me home with a Kia! They messed up. They stole my items and don't seem to be terribly concerned about it. Since they work on commission, noone wants to step on anyone else's toes to help. I have since called the corporate office along with another large appliance retailer to see if someone else can help. Christmas is rapidly approaching and I can't even cook my kids dinner!