Complaints

• Initial Complaint

  01/10/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I pawned some items and made payments on it and the store put my items on display when I am not behind on my payments and they are unwilling to take my items off display unless I give them $300. I had 5 months to get my items out and I wasn&#**;t behind on any payments and they are blaming it on a computer issue but that is not my fault. I would like my items taken off display and for the money I have already paid to be taken into account.

  Business response

  01/23/2025

  Thank you for the opportunity to review this complaint.  The customer is referring to a layaway contract that forfeited due to non-payment. It was not a ****.

• Initial Complaint

  12/09/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Had my PlayStation 4 and ** on **** with them. I was late for one renewal but had called and spoke to an employee who said it was fine and to make it in and pay the renewal by Wednesday (3 days later). He assured me they still had all my property and everything was fine. When I went to pay off my **** and receive my property they had sold my ** and accessories. They then gave me the ** set up that they had for sale on the shelf in which I reluctantly accepted as it was not as in good of condition as mine was. **** the store manager that I dealt with told me it was the **2 (the newer model) and was better than what I had pawned. After looking up specs for the **2 I find it is not compatible with PS4 so I called back then **** said "it's not the **2, it's just the newer version of the **" which is literally the exact same as what I had pawned. A while after I hook up the ** and it does not work so I ordered a new USB hub giving the benefit of the doubt that maybe it my equipment. I finally get the new USB hub and the ** still does not work so I called them today (12/3/24) and he told me he is not going to do anything about it so I am now stuck with a non functioning ** set up. They messed up and sold my property so I feel it is their responsibility to remedy the situation and replace this non functional ** with a working one.

  Business response

  12/06/2024

  ********* dba All That Glitters Jewelry & Loans sold the business to SMART Financial in January 2023.  In August 2023, Firstcash, Inc. acquired SMART Financial.

  The contact information for Firstcash is:
  ******************
  **********, *******; 76102
  **************
  

  Please forward this complaint to Firstcash. 
  

• Initial Complaint

  11/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I pawned my computer a while ago. So I went there to see if my laptop was still there. So the *** said to give him a second to give me a buy out. He told me it would be $66 and some change. I pulled out my card and he said they only do cash, I went to get cash, handed him $80 and he gave me change. As he was typing everything in, he accidently hit put back in ****. Then he said it would be $80 to get the computer back and then went to talk to the manager. Then they said I needed $80 more to get the computer out. I told him he told me it would be $66. The manager came from the back and told me to the same thing again and looked very mean at me like he was going to hit me. Then I said just give me back my money. The manager chuckled and gave me back my money. I came up with the money, was respectful and polite until the manager threatened me. I would like my computer returned back to me.

  Business response

  11/15/2024

  Thank you for the opportunity to review this complaint.  The customer's **** forfeited due to nonpayment.

  Customer response

  11/16/2024

  Complaint: 22532101
  
  I am rejecting this response because: The transaction for the buyback of my laptop was already completed. The agreed upon amount of $66.72 was paid and i received my change. During the process of removing my laptop from the system, the employee informed me that they accidentally marked the transaction as a re-pawn instead of a buyback.

  Following this mistake, the employee consulted with the manager, who came out to address the situation. The manager stated that the buyback would be honored "this one time" but I would not be allowed to **** items at this store in the future. I agreed to those terms.

  The manager then asked if I had the original ticket. I explained that I did not have it with me but could retrieve it. At this point, the manager abruptly stated that they would no longer honor the transaction. This decision contradicted both the employee's confirmation and the fact that the buyback confirmation was already completed, including me receiving the correct change. 

  When I reiterated that the transaction had already been finalized and the amount paid, the manager responded aggressively, stating, "I dare you to say that again". This response was unprofessional and threatening, as it appeared the manager was attempting to intimidate me. When I asked for clarification on what I allegedly said to cause offense, the manager failed to provide an explanation and instead offered me two options: accept a refund or leave without the laptop.

  This situation has caused significant distress and inconvenience. The laptop is essential for my studies in criminal justice, and I cannot afford to lose it due to errors and inconsistent decisions made by your staff. 

  Given that the buyback transactions was fully processed and paid for, I am requesting the immediate return of my laptop. I trust that this matter will be resolved fairly and promptly. 
  
  Regards,
  
  ****** *********

• Initial Complaint

  11/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed a gas remote control car on ******* the contract stated i was given full opportunity to verify quality of product; this was not true because product did not have gas I could not start the car nor test to see if it is drivable. I came back to state that I received work notification to deploy out of state and would not be able to maintain layaway and would like full refund as I was never allowed to fully test vehicle. I was charged a restocking fee when the item never left the store.

  Business response

  10/23/2024

  Enclosed is layaway contract with Cancelled layaway details. There is a 10% restocking fee on cancelled layaways which was explained to the customer at time of refund.  There was no mention of any complaint at the time. 

  Customer response

  10/23/2024

   
  Complaint: 22391046
  
  I am rejecting this response because:
  Customer did not have opportunity to inspect item. There was no nitro fuel available for customer to run item and determine that it was in working order. Customer advise would return with fuel and full payment to take ownership. However, employer gave purchaser orders to new state to assist with emergency hurricane assistance.  I came into store to advise employment changed work location and I had been unable to locate fuel to ensure product worked fully before paying off entire layaway. 
  Sincerely,
  
  **** ******

  Business response

  11/04/2024

  Thank you for the opportunity to review the complaint.  The terms of the layaway are detailed on the layaway contract.

  Customer response

  11/04/2024

  Complaint: 22391046
  
  I am rejecting this response because:
  This is the solution the business advised. I'm contesting the entire fee should have been returned 
  Regards,
  
  **** ******

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I worked at Riverside **** for a few years before it was sold to First Cash. While working at *********, I got sick and was in the hospital so I had to **** some of my jewelry, I had just about gotten everything out, when I was told I no longer worked there one morning when I arrived. I was told I had been let go bc of a technical issue, I was later called to ask where my **** was(, it was there when I was let go) when I called to make payments on my **** and layaways I was informed my layaways had been pulled and sold, would not return my money and that I couldnt make a payment on my jewelry bc they never found it, it had disappeared into then air. I have contacted the ** multiple times.about my jewelry missing and every time after about 5 or 6 times of contacting her she finally will respond and every time she gives me a different answer. Im very upset about this. Not only has my jewelry gone missing, other people who have pawned jewelry there has also gone missing. We are lied to about where it has gone, the last I contacted her, I was told it defaulted. That is incorrect as I told her. I want my 300 worth of jewelry and Im not giving up. They lie on top of lie and forget the first lie they told. I filed for unemployment and they tried to say I wrote 40 some pawns to myself, that never happened bc I never pawned anything while working for first cash. I want my jewelry or the money for it.

  Business response

  10/29/2024

  Thank you for the opportunity to review this complaint.  The layaway and **** forfeited due to non-payment.  

  Customer response

  10/30/2024

  Complaint: 22446947
  
  I am rejecting this response because:
  When I called to make a payment, I was told first they couldnt find my **** therefor it had been written off. Then I called back and said I wanted my jewelry again they said it couldnt be found. After months of going back and forth I was then told it had been pulled. I said that was a lie, I was told by 3 employees that it had not been pulled, they couldnt find it and if I was told any different they had lied
  Regards,
  
  ***** *******

• Initial Complaint

  10/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  So today October 17, 2024 I reached out to First cash pawn. About an item on layaway that I have been making payments since April 2024 I was informed in July That my Payment was not due until October 2024 when I originally set up the layaway it was with national **** Not First cash when I called to try to make a payment they informed me that two days ago my layaway was forfeited after I had already spent hundreds of dollars without notice or any inquiry that a payment was due. They forfeited my layaway for a laptop then informed me that if I dont come up today after arguing with them by 6:30 pm Eastern standard time, I would have to read finance the laptop for the full price meaning all my money that I have already given them would just go to them when I signed my contract for this layaway item. I was informed that I would receive a phone call or enquiry on when payment was due or coming up , I was also informed that I could make a payment over the phone however when I spoke to the manager after her being snooty and rude over the phone I was able to talk her into it allowing me to come up there today and pay them what is owed on the laptop However, there is no guarantee that it will be honored Meeting the item is forfeited it is back on the shelf. They will not remove it from the public In order for me to try to buy the laptop.

  Business response

  10/17/2024

  Thank you for the opportunity to review this complaint.  The layaway forfeited due to insufficient payments; however, as a courtesy, the company has contacted the customer to visit the store today for an amicable resolution.

• Initial Complaint

  10/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was told that an **** I previously looked at was now working because I pointed out it appeared to be stolen from a medical company. To my knowledge, they reached out to the company from their ***************** location as I was told by ******* it is now working. I drove 3 hours from ***** to pick it up, excited it was now working. Not only was it not working when I was there, it was now missing the keyboard and mouse as well. The staff half was less than friendly about the situation, I remained calm and asked a few questions and no one wanted to help. I finally was given the number of the regional manager and he told me the computer would be ready Monday/ I'd receive a phone call. I didn't.I shop here an insane amount of times during the week at several of their stores, this store is so disorganized and not run well. The excuse is that they don't have a manager but the team shouldn't need one to communicate properly, especially when I'm looking to pay $800 and I'm not a customer who negotiates.

  Business response

  10/15/2024

  Thank you for the opportunity to review this complaint.   We believe that the customer may be contacting the wrong company as we do not have any information that he has made prior purchases at any of our stores.  

• Initial Complaint

  09/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  An item was pawned on 01/16/24 at this location. It was being paid on until 7/10/24 when I lost my job. I have been in contact by phone and going to the store since that point. The item pawned was my girlfriends nursing pin from when she graduated from nursing school. I spoke with the staff on 9/20/24 and was informed the item was put in scrape which, according to staff, was going out at the end of the month. I informed the staff I would be in by 9/24/24 to make full payment. I phoned the store at 10:34 am on 9/23/24 to let them know i would be in to make a full payment to retrieve the item but was told it was already sent out.

  Business response

  10/04/2024

  Thank you for the opportunity to review this complaint.  The pawn forfeited due to non-payment.

• Initial Complaint

  09/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently purchased two laptops from First Cash Pawn (Cash America) at the Mt. ***** Station in *******, **********, and both were sold in defective condition. As a certified technician, I found that both laptops had faulty heatsinks, damaged fans, poor battery life, and signs of tampering (e.g., missing screws, a loose back panel). One of the laptops overheated after a single gaming test, to the point where it was too hot to touch and almost caught fire.I purchased a return policy to protect myself in case of issues, but when I returned to the store to address these problems, they refused to honor it. Instead, they accused me of damaging the laptops, even though I had barely used them. The staff claimed that they didnt need to run a stress test on the laptops and refused to let me do one myself due to a lack of WiFi. Their only test was installing Windows, which is not sufficient to identify hardware problems.I also received poor customer service, with the staff questioning my credentials as a certified technician and refusing to provide any clear explanation for why the laptops were sold in such a condition. Despite their promise of a return policy, they refused to accept the laptops for return after I encountered issues.**Desired Resolution:**- I am seeking a full refund for both defective laptops.- I urge this business to properly test their electronics before selling and train their staff to provide better customer service and honor their return policies.I am filing this complaint to bring attention to these practices and to prevent future customers from experiencing similar issues.

  Business response

  09/10/2024

  Thank you for the opportunity to review this complaint.  The customer was given a refund prior to receiving the complaint and we consider this matter resolved.

• Initial Complaint

  08/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Dear Corporate Office,I am writing to formally lodge a complaint concerning the conduct and unprofessionalism of ****, the area manager overseeing the First Cash stores in ***********, ********. I was previously employed by First Cash until 2020, and during my time with the company, an unfortunate disagreement occurred between **** and me. This altercation, which I believe has been influenced by personal vendettas, resulted in **** unjustly banning me from all First Cash stores in the area.Despite my numerous attempts to resolve this issue through the appropriate channels over the past few years, I have yet to receive any meaningful assistance or resolution. It is clear that ****'s personal grievances are clouding his judgment and affecting his ability to fulfill his professional responsibilities. His refusal to address my concerns and his continued lack of response are both deeply troubling and inconsistent with the values and standards that First Cash prides itself on.Given the circumstances, I respectfully request that my case be escalated to a different area manager within the *********** region who can objectively and fairly address my concerns. The ongoing disregard for customer service and the unprofessional behavior displayed by **** is unacceptable and does not align with the principles that First Cash should uphold.I trust that this matter will be taken seriously and that steps will be taken to ensure that my concerns are addressed appropriately and expeditiously. I appreciate your attention to this issue and look forward to a prompt resolution.Thank you for your understanding and assistance.Sincerely,*****************************

  Business response

  08/13/2024

  Thank you for the opportunity to review this complaint.  The customer needs to contact the store manager to receive a full refund on a current layaway. The company will no longer conduct any new business with the customer.   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩