Hi! In December my husband and I purchased a TV (Conns credit) and Samsung home theatre system (Cash/Debit Card) from your Irving, TX store. On January 8 we returned to the Ridgmar (Cherry Lane, Fort Worth) store to return the home theatre system because it was not compatible with the TV we purchased. While at the store Mastin the cashier and Billy the manager on duty both tried to figure out if it was in fact compatible and tried to up-sale us a Bose home theatre system once realizing the Samsung system wouldnt work. Because the Bose system was much more expensive than the one we had purchased we wanted to extend our credit line. This took forever and we had to leave for my daughters soccer game. We asked Mastin to call us when the credit results came back and we left our Samsung system there, behind the counter with Mastin. This all took place around 11 am. About 12 pm, Mastin called my husband to let him know the credit was not extended. At that time we explained being in Keller for my daughters game and not being able to return to pick up our merchandise until later that afternoon. We live in Keller, which is a 30-45 minute drive from Cherry Lane, because of this fact we didnt make it over that day to pick up our Samsung system and then forgot about it. We returned on April 11 to process the return and although the two above mentioned employees remembered us, they couldnt remember where our merchandise was. We were basically told the policy was not to leave paid for merchandise and they couldnt help us. Billy, the store manager refused to locate (by serial number) our merchandise, replace our merchandise or refund our money even though this was Mastins mistake and the store should be held liable for misplacing a customers property. We have also contacted customer service and left a message for the district manager to contact us and this hasnt happened.in addition, we contacted Amanda Rumsey, admin the Mr. Wright and Mr. Trehan and still have not received a returned phone call. What is amusing is while I was on hold and transferred several times I kept hearing a recording that said Conns values its customers. I guess not so much if this is how they are treated. THIS IS UNACCEPTABLE! That is OUR merchandise and money which in every sense of the word means stolen. If the role was reversed and Conns was trying to collect payment or merchandise you would get one or the other and we expect the same. We want a refund immediately.
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