CONN'S

So, (1/2/2012) I go to Conn's in Lewisville, TX to purchase a new washer and dryer that will be stacked. Whirlpool had discontinued a model which they had in stock - a washing machine and matching gas dryer. Gloria was the salesperson (DO NOT USE HER). Needed a gas dryer, she checked stock, there were 2 .. great, asked for whatever was needed for the stacking part of this and she waved her hands and said they didn't have this in stock and I would need to get it elsewhere ... Wanted to sell me an extended warranty, which I declined and she was shocked and thought I should reconsider. Made a delivery date for 1/11/2012. About a week later I receive a call from Gloria ... she tells me that I need to come in and select another washing machine - Why, I ask ... well she says, I sold it ... EXCUSE ME? .. so she further explains - "you know, it's first come first served" ... EXCUSE ME? So I ask for the phone number for the CEO - she slaps me on hold and next thing I know Ozzie (the Assistant Manager) is on the other end, asking if he can help me ... I am a tad angry & very confused. He says that he will get on top of this and get back to me ... 2 days later and I have not heard from anyone (did I mention that I PAID in full for this purchase) It's a Friday and I go to the store. Gloria is not there (lucky girl), Ozzie is, I wait for him. He asks, didn't Gloria tell you? What, NO, have not heard from her at all ... Ozzie said that he found another washer in another store and is having that sent here along with an electric dryer they insisted he had to take, but not for me to worry I will be getting the gas dryer. Ozzie was off on vacation, Andy would be there to be sure that all went smoothly. Set up a new delivery date for that Sunday (1/15/2012). On Saturday morning I realized the workers would not be done in the room, so I rescheduled for delivery on Monday (1/16/2012) morning delivery. at about 12:45 p.m. Monday ... no call .. no washer ... no dryer, nothing ...; I called the store and said I had to leave and they would need to contact me to reschedule. Never did hear back (just shocking!). On Tuesday morning I called and found the manager-DARRELL, assistant manager-OZZIE and ANDY not there ... spoke to Alonzo he checked the records and called me back with the following .... there was nothing for them to deliver - no gas dryers at all! Alonzo explained that they are not a warehouse and that I should have had these delivered when purchased, which is also what Ozzie had mentioned way too late. When the purchase was made there was no mention of this - as a matter of fact Gloria said she would immediately go and place sold on them. Also I learned that the salespeople do not receive commissions until the units are delivered - therefore I am sure this is what Gloria was thinking when she sold the first washer to someone else. Alonzo would see what he could find and would call me back. When he did call, he was unable to find a matching set that included a gas dryer. I was done with this store and placed a call to Mr. Theo Wright's office ... left a message for them to call me back - did not get one that day; called again twice more, and finally connected with Melissa in his office. She said that I would need to speak with Kathryn in their consumer relations department. Related my sorry tale to her and she said the usual canned line that she was sorry and would look into this and see what could be done. A day and half later she did call to say they were still working on it. In the meantime I received a call from Gloria, who left a message on voice mail that I needed to come in and reselect another washer and dryer or they would be issuing me a refund, she further stated that she had told me a couple of weeks ago that I would need to do this due to the unavailability of the product. (really - a couple of weeks ago ????? - did I mention that I had PAID for these units?) I did not respond to this call from her. Then the next day Ozzie called and said that he was still working on finding units for me ... He did have a Frigidaire set that would be less money ... (I was offended ... so you are downgrading me? Am sure he would have offered a refund on the difference ...) Also he was continuing to look for compatible units ... told him matching only, he was not encouraging. Told him to forget looking I had turned this over to corporate for their handling, I was tired of the run around and lack of action/results. FINALLY there is a Samsung washer and dryer unit that Kathryn has found that is similar to the Whirlpool set and a little more money, Conn's will offer without additional cost to me, also she added in the necessary stacking kit for this set. Delivery is set up for Monday, 1/30/2012. Jeremy comes and sees that prior to installation, a plumber needs to extend the gas line which was not close enough to where it needs to be due to the stacking. They leave the washer and dryer and I get the plumber and then call to get a new date of install which will be 2/1/2012. The new installers come and do their installation. Now the final step, make sure they work properly ... he runs the washer & dryer ... opens the washer door and oops - takes out the soaked owners manual, he says, 'sorry' ... ask him to get another for me, he shrugs his shoulders .... So, I call Samsung ... they say I can download a copy at their site or they would send me one for a price. Then, I call the delivery office for Conn's - speak with Charlie ... he had a few options, none of which included any action on his part; among them I should call the store I made the purchase in and have them see if they could get one ... I asked him to please handle this and see that I receive a manual and to please call and let me know. I did not get 'that' call, but about 15 or 20 minutes later he called to inquire about the installation - a courtesy call! When I reminded him that we had just spoken, he back tracked and said he was checking on this! He never did call ... I did call him a few hours later, he said that they found one and would have it delivered the next morning ... it was not. So then I e-mail Kathryn and this is her response on Thursday, 2/2/2012 --- I am sorry to hear that. I will follow-up with the delivery manager this morning. In the mean time I have attached a copy of the manual found on the Samsung website. I have not heard back or received a manual. HONESTLY, this is totally ludicrous. I do want to say that no one at Conn's was rude or unpleasant - just did not really seem to care about the customer and offered the most minimal customer service and zero follow-up. There is really no action necessary other than my receiving an owners manual for the installed washing machine. A good friend and I were chatting about this and her recent experience with Best Buy. She purchased a floor model refrigerator with a tiny scratch, when it was delivered there were many more scratches and not acceptable. She refused the delivery and spoke with the store's manager - they immediately arranged for her to receive a new inbox appliance and a $100 store card. While I would rather the purchase and delivery go smoothly, in the event it did not, I would want to know that my business is appreciated. I will be shopping at Best Buy in the future, where it seems they value the customer.