Conn's Complaint

Conn's Complaint

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Conns fradulant price match policy and terrible customer service


I bought a Samsung refridgerator, GE Washer and GE dryer (invoice # was: 019609437) from Conns store in Richardson TX, but cancelled complete order because I found Conns to be lying and misleading its customer and the totally unprofessional attitude of the store manager and the sales rep (Mathew) who helped me.

Following is the address of Conns location:
1300 East Belt Line Road
Richardson, TX 75081
(972) 690-5034

The Samsung fridge was on sale at Conns for $1200 and after discount it came down to $1079. The following Friday, this fridge was advertised for $900 at local Frys. So I called Conns from my office during work day to check if they do price match. The person on phone told me yes. To make sure my trip to store does not go go waste, I asked the person (on phone) that he is sure they price match Fry. The person told me that I have to bring the news paper advertisement, and they will price-match. After going there I met a sales rep, who called a Conns # and told me that they do not price-match Fry. They waster 1.5hr of my working time as I had to take off from work. I left my phone # with sales rep to have the manager call me back. The manager never called me. So I finally called that afternoon and was put on hold and had to hang-up. I called again a hr later and was able to speak to manager, who told me that they do not price-match Fry. That same day I went to Fry's and bought that Fridge. The next day I called Conns to have my order cancelled. The sales rep took my info. Later I got a call from same Conns manager, who told me not to cancel fridge, while he checks with some manager higher-up (area manager). He said he will call me back soon. I believed his words and waited for him call, but he never called me even 24hrs later. When the delivery folks called me next day, I told them to stop delivery as I have requested to cancel fridge. I then called the sales rep (Mathew) who originally helped me and he asked me to come to store. I then went to store and spent another 1hr waiting for the sales rep and finally had my fridge cancelled. Following is what I learn from this experience:
- Conns price-match is a big fraud
- Sales rep lied to me on phone that they price match Fry
- Manager lied to me that he will price-match through area manager, but never called me back
- The sale reps do not know all the misleading store policies and call customers to store to waste their time
- They ended up wasting more than 4 hrs of my time

Becasue of the fraud price-match with fridge, I changed the delivery date on washer/dryer to a week later as there was going to be big sale the following weekend. I had originally bought washer for $360 after discount. The following weekend, this exact same washer was on sale for $40 less at Lowes (plus not tax). I called Mathew at Conns and asked him if they can price match Lowes or should I go ahead and cancel the order. He said he will get it price matched if I can come to store. So I went to the Conns store, showed the Lowes online ad and even added washer to my online-cart and checked it out to show him the final price and that the item was in stock at Lowes. Mathew was convinced and he went to talk to his manager. But later came back saying that this is much less than their buying prices and they cannot price match. I had already waited for 1hr and this is joke I hear. There was no expression of sorry from manager or Mathew. Mathew suggested that I should cancel washer and buy it from Lowes. Later they started making excuse that they cannot do free shipping on the dryer as the coupon I was had someone else's address and teh dryer was going to some other address. This was not a problem so far, and suddently after cancelling fridge and washer, this became a problem. Observation:
- Mathew lied that they will price match Lowes
- Conns lied that price matching Lowes will take their washer price to be below their buying price
- they ended up wasting 2hrs of my time


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