Complaint Review: Conn's Customer Service And Service Dept.

I purchased a refrigerator and 2 year service agreement from Conn's on May 3rd, 2009. On May 5th it was delivered to my home, but that is where the nightmare begins. On May 6th I noticed that the outside of the refrigerator was sweating. I looked in the manual provided by the delivery guy (which by the way was not the manual for my refrigerator), but it did say that sometimes if it is humid outside or you don't get the door shut good that it will sweat on the outside. So thinking this might be my error, I kept the air low in the house and made sure I shut the door well after each opening. Well needless to say it was still sweating...so I remember I purchased this 2 year warranty so I called their service dept. in Dallas, TX.

The lady on the phone set up a service call for May 14th and told me that the service tech. would call me on the morning of service to set a 2 hour window for him to come out. Well he called at 8:30 and gave me a 3 (1:00-4:00) hour window and since I work I stated that the lady who set up the apt. told me it would be a 2 hour window. He said, "Ok then 2-4 (2:00-4:00)". I said, "ok".

I left work that day at 1:30 to make sure I would be there at 2:00 and I am not exactly sure why I bothered. I waited and waited and waited, finally, around 4:30 I called the customer service dept. and was told that David (the Sevice Tech) was running 45 min. behind. I said, "Ok" and thought to myself it would've been nice if I would have gotten a call. Then, around 5:30 still no one showed, so I called again. This time I was told he was running 2 hours behind and still no one called me. So...I called customer service again only to be treated like I had no reason what so ever to be upset by this. The C.S. rep. stated that she would contact him and give me a call back as to his status on the job he was working on. I never got a call, a big surprise huh? So I called them again shortly after 6:00 and found out that the C.S. dept. closed at 6. I wasn't sure if anyone was coming so I called the Burleson store where I purchased the refrigerator and asked to speak to a manager. A gentelman got on the phone and I asked him if he was a manager and his reply was, "I am right now". Seems a bit fishy to me. Never the less I spoke to him about my issue and he told me he would find out what was going on and give me a call back. Guess what? Right...no call back.

After several more calls and speaking to a gentelman by the name of Greg, who also stated he was a manager, I was told that he was not going to be able to make it out to the house at all that day and that someone would call me the next morning to reschedule. Imagine my unbelievable dissappointment after having taken off of work and standing around my house for hours and then they tell me he is not coming out. I probably would have never even known this if I hadn't called them because they never once bothered to call me. I even had to call the next day and set up my own rescheduled apt.. They wanted to come during work hours the next day, but I was not able to take off work again on the hopes that they would actually show up. So I asked for an early Sat. apt. and even after Greg assured me they would be out Sat. or Sun. if needed to fix the refrigerator the C.S. dept. specifically Estella, who is also a supervisor, stated that they did'nt have anything available this Sat. and that it would have to be next Sat., Oh and by the way...she wanted to call me back to reschedule the apt. because she was on her way out the door to lunch. Are you kidding me, I thought. After all that I was put out you would think that a C.S. supervisor would be a little more flexible with her lunch hour to help a customer who had been treated so poorly the day before, but I could tell by most everyone I talked to that they really don't care about their customers. I finally did get Estella to have a technician call me on Sat. to see if he would be able to fit me in to his schedule that day, but I sort of doubt it will happen. I will let you know if I actually get the refrigerator fixed anytime in the next year.

My advice to anyone thinking about buying anything from Conn's is "DON'T DO IT" and absolutely do not buy the warranty because it doesn't actually do you any good if you can't get a repairman to come out and fix anything when they are scheduled to. This is absolutely the worst experience I have ever had with any company in my life. What a disgrace.

Sophia
Burleson, Texas
U.S.A.