Complaint Review: Conns - Dallas Texas

I purchased a dryer at Conns on Wheatland Rd. Dallas on October 28 - not a top of the line just basics. My old dryer had quit blowing hot air and it was going to be easier to replace than repair. Scheduled delivery for Saturday, November 7. Delivery was made but was not hooked up as "I didn't have the proper vent parts". Delivery took my old dryer and left. I went ahead and plugged dryer in - nothing but a buzzing. Checked electrical hookup, made sure drum was rotating properly still nothing. I spent the reminder of the day (first delivery was made at 1:40pm) calling the store, warehouse delivery, service, help desk and any other number I had.

Finally spoke to Issac at the warehouse who was here from Houston, who scheduled a delivery team to bring a 2nd dryer out that evening. Second dryer was delivered at 7:30pm and again, the second dryer did not work either! The delivery guys suggested that maybe it was my electrical plug that was the problem however my old dryer worked fine but ok. Monday, I had maintenance come check the plug, amps,volts and breaker box - all work fine. Dryer still does not work. Called Hotpoint and it seems there is a problem with that dryer and stores have received a notice/bulletin about it but they are still selling them.

I followed Conns "rules" and had service come out on November 12 and he indicated that it was a defective product and he would file his report and would have service/store whoever contact me for replacement-no call received. November 16 I went back to the store to find out what they were going to do to fix the problem and that I wanted to cancel the first contract and/or get a replacement dryer. At this point I had already called numerous people including the store manager who was supposed to have called me back but never did so it was easier to see them in person.

Now we are 18 days in and being told that a "return" was in the works was not music to my ears -I needed a working dryer! So we came up with a plan until the "ticket for return and cancellation of the original contract" was processed I would go ahead and purchase another dryer as all the problems with the first dryer were resolved. Ok papers were signed and now third dryer was delivered November 17 grant you it was more expensive but it worked the minute it was plugged in. But, delivery guys couldn't take first dryer and moved into the kitchen until it was "processed" through the system.

Now between November 17 and December 10 I initiated no less than 15-20 calls to Conns to find out when they were picking up the first dryer to be told they had no record of a "pickup". They did however show an open ticket for a "repair" of my dryer and that the part should be in soon. Repair? I I never ordered a repair on a brand new dryer so I told them they were mistaken. I had a working dryer now and they were to cancel the first contract and come pick the dryer up. Hmmm, had no clue what I was talking about but they would "check into it". What a joke.

December 11 the collections calls start - no less than 5 a day payment due on the 10th when am I going to pay? Same story, every day sometimes talking to the same person three times a day. My payment on my WORKING dryer is not due until the 27th-I'll be in to pay when the payment is due. I have spoken with 31 different people - some seem to "apologize" and will "expedite and escalate" a ticket to get this resolved, others don't even know how to transfer a call. Don't ever ask for a particular person because they don't have a clue who you are talking about. By the way, it is now December 22...

Went back to the store yesterday where the store manager decided I wasn't worth his time or trouble and handed me over to another "manager" and while sitting in the store, received a call from collections. I told them where I was and that they could speak with the manager DeAngelo, who I was speaking with and neither would talk to each other. Now I have another service ticket but was not "allowed" to have a copy of the details-just a service ticket number and that "someone" would contact me within 72 hours so at 3pm Tuesday I should be receiving one of their phantom phone calls.

Their records are really funny in some ways - i have had three people tell me I am going to have my washer/dryer SET repossessed and they need to "schedule" a time and day to come pick them up. Ok come on - I am going to start charging storage fees on the dryer taking up space in my kitchen. I have visited two other Conns stores in this district who proceeded to tell me this was ridiculous and none of this should have ever happened. 

I purchased a defective product they sold and then purchased a second. All I have asked for all along is for them to cancel the first contract and come pick up the non-functional product. How hard is that to comprehend or even to do? I have been in customer service for over 30 years and it is beyond me how they seem to "Conn" people (yes, pun intended). This is not over but will update if this EVER is resolved.