Conn's Home Plus

I took the risk and went to a Conn's Home store to purchase new couches on Monday June 15th. During this time the staff was friendly and assisted me with choosing a living room set. At this time, I also talked to a floor manager, James McFadden if the floor models could be sold at a discounted price as the chair and ottoman that came with the set was discontinued. They stated that they could only sell the items if they were clearanced or discontinued. Assured that the new couches would match the showroom floor chair, I agreed to pay full price for the chair even though it was discontinued and also slightly damaged. I went the next day to sign the paper work during lunch.I was told it would only take 10 mins which resulted in a 2 HOUR wait. (late returning back to work). The delivery was confirmed and I received the couch, love seat, chair, and ottoman. After the delivery was inspected my assumption of the colors in the store were in fact correct, they did not match. The floor models were faded due to sitting on the showroom floor for over 3 years and the lighting caused the discoloration. The loveseat had a huge hole on the side panel. I asked for them to be retunred and I would keep the chair. The following day no one from the store contacted me regarding the return. I contacted the store mid morning to follow-up regarding the delivery and the receptionist stated a manager would contact me around noon. Since the manager never called back regarding my return, I followed up with a phone call. The manager at the time Julissa heard my complaint and wanted to assure me that this would be resolved and a 15% discount could be applied to purchase the floor model once approved. Julissa contacted me back an hour later and stated that all of the paperwork would be ready for me to sign the next day and the amount came to $2700. Unfortunately, I had prior engagements o attend and was out of town and that I would return the store on Sunday to sign the paperwork. I made yet another trip to the store only to be told hey we have a new promotion and all you need to purchase is $150 more to extend your time frame from 24 months to 36 months and I would also get one of the following promotional items: 55' TV, I-pod, or HP laptop for my inconvenience. Great you say? Well I chose the tv. Now it is 1 hour later and the Manager, James McFadden comes back to state that the total price is now $4700 please note that the original price for the new couches were $3700 with protection plan and taxes. Julissa's discounted ticket I was there to sign was $2700. So I questioned a lamp that was listed at $149 caused this spike in price and your manager stated it was because of the protection plan? Perplexed yet? I am not, I am a corporate account and know when numbers do not add up correctly. I informed the manager that the price was to be reduced and that the total sale should not be more than 3k if the discount was applied correctly. Manager James McFadden then checked his email and called Julissa to confirm and came back stated ok we have applied the discount and that the total is now $3400 with everything. After reviewing the 3rd set of paperwork I see that the promotional item that was being given for inconvenience was taken off along with the lamp I wanted to purchase. We are now at 2 HOURS ! I stated I'm appalled at the fact that my time is not valued and I am sitting here waiting for multiple managers try to fix the paperwork on a simple sale. The Assistant Manager Chris then asked me again are they taking care of you? I said I should hope so because I have been sitting here for 2 hours on Father's Day. I explained how the promotional item was taken off and your own assistant manager stated that the quality of the giveaway is not very good and that I wouldn't be missing out on anything great. WOW! At this point I am ready to cancel all sales but wanted to help your new associate and really liked the couches even if they were faded and slightly damaged. I was assured that the delivery was to be set up next day. Well its next day! No Delivery! The sales associate calls me at 11am to ask me if I wanted the delivery to be pushed back a week and I said NO. I have a confirmation email from Conn's stating my delivery is scheduled for today, his words well let me call you back because you are not on the schedule and if I had taken the steps to set up the delivery properly. At this point I am laughing. I stated that is the couches could not be delivered TODAY to cancel my order. Needless to say I talked to the Assistant Manager Chris again about this situation and sale because I love repeating myself and wasting my time that a HOT SHOT Delivery service could be used if they wanted to provide customer service and make things right and he said he would escalate the issue and for me to text him a screenshot of the email I received from Conn's. I submitted the photo. I waited and waited until 6pm when I followed up with a text to receive any updates? Nothing. I am now calling the location to see if the order is cancelled or a resolution could be made? I have another delivery set up for tomorrow night, not morning, but night! If this is the type of customer service and training your associates and management are given then this does reflecting poorly for business My concern is that your customers are mainly Spanish speaking and it concerns me that the paperwork may not be true to the sale that they understood, example my paperwork price changed four times. Way to go for making this FIRST experience for me the WORST. This company should be audited.