Complaint Review: Conn's Appliances

I purchased a Serta Jubilee mattress from Conn's store in Addison. During the sale the salesperson, Phil assured me that Conn's and Serta stood behind the product. At that time I also purchased a washer & dryer. I was also told delivery was free. However, when I finalized the purchase they tacked on a $69 delivery charge and said I would receive rebate documents. (Never to be seen.)

The delivery men showed up with the mattress and asked what I wanted to do with my old mattress. I told them I thought they were taking them. The delivery man then began to cite federal law on how they could not take an old mattress. When I decided to refuse the mattress all of the sudden they were willing to violate federal law and take my old mattress.

After they left my apartment was muddy from dirt on their shoes and smelled funny. I thought they just hadn't bathed and spayed some Fabreeze. However, the odor remained. After washing linens and looking for other sources of the odor I realized it was coming from the mattress. It reeked! I contacted attempted to contact Phil. He was off and I spoke with the store manager Gill. She was going to call me back but never did. I then contact Phil and they sent out a technician to come SMELL my mattress! He confirmed the odor and said it was from too much Scotch Guard being sprayed. I asked what he was going to do and he didn't have an answer. He didn't bring a replacement mattress. No follow-up came from the store. No answers, no solutions.

I called Phil and asked what was going to be done. He asked if Gill called. I said no. He didn't have an answer. I told him I wanted a refund or a new mattress that the one they sold me was not usable. He couldn't/wouldn't do anything. I was referred to Allan Sheppard their Customer Service Manager in Beaumont.

He too has been nonresponsive. He asked if the technician called. Again, I said no. No one from Conn's initiates or returns calls. He stated that the technician said the odor was a normal odor from the fabric. I informed him that was news to me and reminded him of the Scotch Guard overspray. He became argumentative. I asked him what they were going to do. Essentially nothing was his response. They won't exchange or take the mattress back. He would not provide a superior's name or contact information. If they weren't going to remedy this matter why did they send a technician to smell the mattress? Just so I could lose more time from work?

Quite frankly, I beginning to wonder with all the complaints if a Class Action lawsuit asserting Deceptive Trade Practices can't be brought against these Conn Artists.

I contacted Serta and they referred me back to Conn's.

I wonder how these people sleep at night? Obviously, not on a smelly Serta mattress. With all the complaints against this company I can't believe they're still in business.

Susan
Addison, Texas
U.S.A.