Consumer complaint received 2021-03-30
Company: Conn's, Inc.
State: TN
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Problem when making payments

Complaint:
XX/XX/2021 : I completed an online credit application and immediately received a call from a salesperson at a local store. When I informed him I would not come to the store if I'm required to wear a mask, he hung on me. I had no intention on shopping in the store in first place and planned on completing my purchase online, Order XXXX. I had to submit my home owner 's policy and Driver 's License three different times. XX/XX/2021 : I receive the contract, but the 12 month same as cash addendum was withheld. I contacted customer service and they claimed I didn't opt for it. There was nothing to Opt in to, and the notification was included with my approval. I was told they could cancel my current order and allow me to submit another order, but I wouldn't be eligible for the promo and would have to pay the difference. XX/XX/2021 : Customer Service is slow to respond to email. After sitting on hold for an extended period of time I spoke with a representative. She resubmitted the order, included the same as cash addendum in my contract, honored my original promo, but for the inconvenience gave me a better promo offer, XXXX. However, there was a chair left off from the original order, but I figured it's an easy fix and I can just order another one. I didn't realize the change until my order was delivered. XX/XX/2021 : I receive an email stating my order is delayed until XX/XX/XXXX. I respond, " No problem, I can wait. '' XX/XX/2021 : I receive an email stating my order will be delivered on XX/XX/XXXX. XX/XX/2021 : The delivery is made, but I am dissatisfied. The chairs wobble, the side bar wobbles, and the marble top appears to have pre-existing damage that was repaired on both the table and side bar. Not what I expected. The delivery team was professional, listened to my concern, and explained to me I'd receive a call from customer service to be addressed. I received a call within 15 minutes. The representative offered a concession, but I declined and wasn't accepting damaged furniture. He advised me to speak with a department he referred to as " Conn 's Montage '' XXXX. They'll address the damage and take care of any repairs or replacement. Unfortunately they weren't available so I had to wait until Monday. XX/XX/2021 : I call into " Conn 's Montage '' to speak to a representative. I'm placed on hold for almost 20 minutes until she returns to inform me she reached out to the Delivery Team and Store and stated I received a floor model and all sales are final. I told her that's a mistake I placed my order online, but it dawned on me, that's why my purchase was suddenly ready to be delivered the day after I received the delay notification. She instructs me to take it up with online sales XXXX. I immediately called online sale and the representative stated since it's been more than 72 hours, and since I accepted the delivery she wouldn't do anything. I disagreed and demanded to speak to a manager stating the issue was reported the day of delivery. I spoke with a manager by the name of XXXX XXXX he seemed concerned, and said he'd look into it. He returned my call later that day and apologized for my experience, but he would make it right. He scheduled for a repair team to inspect the furniture and make repairs if possible, but would replace it if I'm not happy, stating he has procedures and policies that need to be followed. Me being in management understood, and was willing to cooperate. However I explained to him about my concerns of following procedure just for someone to tell me there's nothing they're going to do. He assured me not to worry. XX/XX/2021 : Instead of a repair team, the delivery driver shows up stating he was instructed to return and tighten a couple of screws. I responded with confusion and asked, " Are you going to stop the furniture from wobbling? '' He spoke with whom I assumed was his manager then told me he would take some photos for customer service, then they would reach out to me. I had to finger my signature on his phone before he left. There was nothing to read so I asked what I'm signing. He states there's nothing to read, it just confirms he was here.15 minutes later a receive and email stating the sale is final and there would be no concession or return will be accepted. I called XXXX XXXX back. He called me from his cellphone last time we spoke, so there was no issue getting in touch with him. I could tell during our call he was frustrated, but he said he'd do the best he could when he returns to work on Sunday. That didn't sound very assuring. A complaint was filed with the XXXX  on XXXX, XXXX, 2021. Conn 's was supposed to replace the merchandise on XX/XX/2021. The merchandise has not been replaced and it appears the item has been removed from Conn 's website indicating it is no longer available.

Company response to consumer: Closed with explanation