Consumer complaint received 2017-11-13
Company: Conn's, Inc.
State: TX
Product: Debt collection
Sub-product: Other debt
Issue: Took or threatened to take negative or legal action
Sub-issue: Threatened or suggested your credit would be damaged

Complaint:
On XXXX/XXXX/XXXX I went into Conn 's to purchase furniture and the furniture was delivered on XXXX/XXXX/XXXX. The amount of the furniture to finance was {$2900.00} for a sofa and loveseat. I was told by XXXX ( sales associate ) the furniture I was interested in was real leather material. When the furniture was delivered 2 days later, the furniture I received was not true leather. The furniture was of inferior quality and had a sticky feeling to them. I immediately called the following morning on XXXX/XXXX/XXXX and spoke with XXXX who sold me the furniture to have the furniture picked up. He informed me I could go back to the store to see if there was any other furniture I would be interested in. I live an hour away from the store and could not go until XXXX/XXXX/XXXX. I went to the same Conn 's store to look and did not find anything I liked. XXXX was ff that day and another salesperson assisted me. I was informed XXXX would be in the next day. I called XXXX on XXXX/XXXX/XXXX to inform him I did not see anything else I liked. XXXX informed me I could not return the furniture. I asked to speak to the store manager whom was XXXX. I explained to XXXX the issues with the furniture and he informed me I could return it but I would have to pay {$120.00} for them to come pick up the furniture. I informed him I would pay the pick up fee. XXXX asked me if he could call me back with a date the furniture would be picked up. XXXX never did call me back with this information. I tried excessively to call XXXX back and left numerous messages for him as well as explain to each person that this furniture was not what I was told it was and needed to be picked up. I also asked to speak to the district manager on several occasions and but Conn 's refused to give me the name and phone number for there district manager. At one point, I called and  asked for XXXX and was told he was in a meeting with the district manger and was unavailable. I also requested the name and number for the CEO of the company and they refused to give that information to me. Each time I would call, I was told someone would be contacting me at a higher level but no one ever did. I was also told that they would contact the service repair department and have them contact me regarding the quality and sticky feel of the furniture. No one ever did. After calling numerous times, I was told I could no longer return the furniture because it was beyond the 14 day return policy. So I was getting conflicting information as XXXX had told me in one of our conversations that I could not return it but could exchange it for something different if I found anything. The payment came due and I did not pay it due to furniture not being what I ordered. Instead I was harassed for a year on a regular basis with 5-8 phone calls per day from Conn 's for payment. Each time I would explain the situation and the calls I was supposed to receive from service which never happened and that I was told I could pay {$120.00} to have furniture picked up and b=never happened. Every call was like starting over and no where despite promises to the contrary. From the beginning of this purchase, I have done everything I was told to do to return the furniture and continued to insist the furniture be picked up. I have also attempted to contact the corporate office through their website but was redirected back to customer service. I did see on the website that there were what appeared to be hundreds of similar complaints as I was having. Based on the fact that what I received did not match what I ordered, Conn 's told me they would allow me to return it. I have been working to get this resolved to no avail, I have been refuting any and all charges or damages against my credit. They have reported this negative to all 3 credit bureaus. I have copies of all my phone bills of all the times I called them and all the harassing calls from them.

Company response to consumer: Closed with explanation