Consumer complaint received 2017-01-26
Company: Conn's, Inc.
State: CO
Product: Consumer Loan
Sub-product: Installment loan
Issue: Managing the loan or lease

Complaint:
On XXXX/XXXX/2016 I purchased a washer, dryer, television, and bed from Conn 's. Since that date, I have experienced nothing but issues/misleadings/inconvenience in my dealings with Conn 's. Now their conduct has become blatantly fraudulent and is impacting me financially. I am requesting assistance with : 1 ) Having them credit my account for the following ( {$380.00} in total ) : a. Next-day delivery charges that I paid for our washer, dryer and bed, totaling {$79.00}. 
i. Due to their failure to update my phone number, despite my repeated requests to their incompetent sales rep XXXX XXXX at the time of purchase, they failed to deliver the items next day as I had paid for. When the items were finally delivered several days later, they delivered a bed frame to us in error. We then had to accommodate their delivery personnel a second time so that they could retrieve the bed frame. 
b. Property insurance totaling {$290.00} i. I informed sales rep XXXX XXXX that we already had renters ' insurance and did not need their insurance. Nontheless, he charged me for property insurance. I did not realize this at the time of purchase. Dealing with XXXX XXXX, who had only been employed with Conn 's for less than a week at the time, was a very tedious and time-consuming process. We were there for approximately 3 hours, which was excessive given that we already knew what products we wanted when we walked in the door. We wanted to purchase a washer/dryer that were moderately priced ; we were clear with XXXX that we did not need the " latest and greatest '' products that he kept trying to direct us to. Once we had made our selections, XXXX told us that those items were not in stock. So we went back and looked at the washers/dryers again, and selected products that were slightly higher in price. Only to be told by XXXX that those items were not in stock either. That went on for approximately 45 minutes ; it was obvious that XXXX was trying to get us to purchase the more high-end washers/dryers, to increase the commission he would make from us. This became very frustrating, so I told XXXX that we would cancel our entire purchase, as the washer/dryer were the critical items that were in immediate need, and that we literally did not have space in our laundry room for the items he was trying to get us to purchase. Then, miraculously, XXXX and his manager ( XXXX, I believe was his name? ) re-checked their systems and found that the washer/dryer that we originally wanted were in stock after all. After being at their store, and watching XXXX fumble and attempt to misguide us for 3 hours, we were very anxious and eager to complete our purchase so we could go home and get on with life. XXXX shoved an Ipad into my hands and quickly skimmed over the various places I was required to initial. I told him that we did not need property insurance on these items, so out of good faith in XXXX 's intentions, and so that we would be done with the process, I signed the purchase agreement without noticing that XXXX had applied property insurance totaling {$290.00} to our purchase. I believe this was a deliberate tactic to wear us down by making the entire process as tedious as possible, so that we would be fatigued by the time we were at the point of completing the purchase and would not question whether or not XXXX had applied any fraudulent charges to our purchase at their profit. To top matters off, after we had completed our purchase and left the store to return home, I received a phone call from XXXX stating that he forgot to have us sign a particular form and that we needed to return to the store. This was a terrible inconvenience that we endured due to XXXX 's incompetence ; we were already XXXX minutes away from the store when XXXX called us, and had to battle Sunday afternoon traffic to return to the store after we had already been there for ap

Company response to consumer: Closed with explanation