Complaint Review: Conn's Home Plus - Mesa Arizona

On Saturday April 11th of 2015 my partner Craig Smith purchased a couch and a set of end tables (INVOICE # 027006692-001) that came with a coffee table, from the Conn's store at 1655 South Stapley Drive Mesa, Arizona 85204. It was myself my partner our roommate and her boyfriend who were looking at furniture. We were approached by Deborah Powers, and she became our sales rep; she was very pushy and annoying. She forced us to purchase a set of side tables and coffee table, by saying we either had to purchase them or pay $140.00 to have the couch delivered to our home in Prescott Valley.

A few things have come up about the sale that really ticks us off. Deborah never discussed the terms of her companies warranty until after the contract was printed and signed. #2 She failed to mention the warranty or the return policy. #3 not once were we informed about her putting "life insurance" on our loan: I have never nor would I agreed to that. On 4/13/15 our delivery arrived at our door at about 3pm, Craig received the furniture delivery by Alex and Gill and not once did they ever tell us we had 72 hours to return the furniture if we weren't happy or if the furniture had defects or issues. After the delivery drivers had left we had noticed the tables were very unstable and the glass kept sliding on the supports, we can not have this in our house due to a toddler lives with us and safety is utmost IMPORTANT to us.

On 4/14/15 I called over to Deborah to let her know that I wanted to return the tables due to the manufacturers defect and that's when she told me about the return policy, in a smug condescending tone says," I told you there is NO RETURNS!" She said she would talk to her manager and call us back. Later that night at about 8:30pm she said that we would have to call service a total of 3 times before we could get credit for the tables and exchange them for something else. On 4/15/15 I called service at 7:30 am our time and spoke with a representative that told me that we had 72 hours to return the tables if we were not happy or if they ha a defect. She also mentioned that we needed to contact the store manager. I called at 10:30am and asked for a manager, and they told me that they would call me back. I waited to about noon then called back and spoke with Manager Chris Hernandez. He said that he would call the warehouse and get back to me....never received a return phone call. Our roommate Deseree called at about 1pm and spoke with someone higher up then the woman she was talking to. The higher up rep asked who our sales rep was at the store and when Deseree told her Deborah Powers the woman knew exactly who she was and wasn't surprised. She told us to drive the tables to 7313 West Thomas Road in Phoenix, which I might mention was the wrong address it was supposed to be 7333 West Thomas Rd. So, Craig and myself packed up the tables into my van and drove them to the phoenix location. Keep in mind we drove over an hour from Prescott Valley to do this.

We walked in and spoke with a rep that had no clue what we were talking about and told us to go back to the Stapley Store in Mesa and speak with the manager. In the mean time Craig was on the phone with customer service and must have spoke to about 3 reps including Crystal. Crystal was still fighting us tooth and nail, because none of the other representatives made notes in our account. Crystal transferred us to her manager Meredith in which went to voice mail in which I left a voice mail to call me back. I have yet heard from her. We arrived at the Stapley store in Mesa and spoke directly with the Manager Chris Hernandez and he was a complete rude ***** Basically. Chris refused any help to remedy the issues at hand, he said we would have to wait for the warehouse to come back up to our home in Prescott Valley. We told him we were tired of being ran around and that we would personally drive now to a third place dealing with Conn's. We then headed over to the warehouse located at 1100 North 127th Ave Avondale, Arizona; which I would like to add was over and hour away in traffic from the Mesa store. Once there was were being helped by a man named Bill, he was doing all he can including calling the store we purchased the furniture and tables from and calling corporate for us. He called the Mesa store and spoke to the manager Chris Hernandez, Mr. Hernandez was a real jerk to Bill, he told Bill the same garbage he told us. Bill agrees that because of the defect in the furniture we should be able to return it. Bill was the most helpful person all day!!! Bill got us on to customer service in which the rep was able to created a 72 Hour Help ticket which number is # 414483. So, after driving around Phoenix (wasting time, gas, and energy) to try to resolve the issue, it has not been resolved. I have never been treated so rudely and passed off as meaningless by a company who obviously is not in the business of Customer Service what so ever. You have the most unprofessional and rude employee's I have ever had the displeasure of dealing with.

4/16/15 Tiffany from Conn's help desk called and said we had to do a service call to get the item looked at. She was very rude and snickered as she told us no to the return. Called Service who said we would have to wait for approval.