Business Profile

Major Appliance Dealers

Conn's Home Plus

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Complaints

This profile includes complaints for Conn's Home Plus's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,127 total complaints in the last 3 years.
244 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:08/23/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 19, 2024 I made a double payment to my account. One payment for ****** and another ******. When I was balancing my bank account t on July 24, I noticed my error. I immediately called the company and explained to them what had occurred. The customer service agent was receptive and told me that my refund would be credited to my account. Fast Forward August 23, one month and five (5) phone calls later. I still have not received my refund. When I call customer service I keep getting the same story as if they are reading a script." I'm so sorry this has happened and I will put a note on this account to expedite the process, we will send you an email confirming when your refund is debited to your account. I explained to the agent that I have not received an email or refund. I explained to them that I have received emails explaining they are going out of business and email about my payment has posted as I'm still paying them as I should. I just don't understand why I cant get my money. PLEASE HELP ME AS THAT 500. WAS MEANT FOR MY OTHER BILLS ***** ********** Please look at the paperwork I uploaded The number that was given to was *******( reference)
Business Response
Date: 09/27/2024
Conns HomePlus (Conns) appreciates the opportunity to respond to Ms. *********** concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. ********** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??

Ms. ********** stated in the complaint:
1. On July 19, 2024, she made two payments to her account. She realized the mistake on July 24, 2024, and contacted us for a refund. Despite being told that the refund would be processed and that she would receive a confirmation email, she has not yet received her refund; and
2. She is requesting a refund.
Our investigation reveals that:
1. On July 19, 2024, Ms. ********** authorized two separate payments of $250 and $499.53. However, she reached out on July 24, 2024, to report a double charge on her account and requested a refund for the $499.53 payment. The refund was requested but due to the bankruptcy announcement, we could not process the refund; and
2. Unfortunately, we cannot issue a refund at this time. The Chapter ********************************** place during the court proceedings.
According to our records, on July 11, 2022, Ms. ********** purchased a Frigidaire side-by-side refrigerator on invoice ********, which came with a limited 1-year manufacturers warranty. It was confirmed that Ms. *********** refrigerator was delivered on July 13, 2022.
We investigated Ms. *********** concerns and found that she set up and authorized two payments for $250 and $499.53 to be processed on July 19, 2024. Ms. ********** contacted us on July 24, 2024, and indicated that her account had been double charged, and requested a refund for the $499.53 payment. As a goodwill gesture, we submitted a refund request on July 25, 2024. However, the recent bankruptcy announcement halted the request, and we could not refund the amount. Since we could not issue the refund of $499.53, the amount was applied to her account to close.
If Ms. ********** believes she is owed a refund, she may visit ************************************************ regarding the case. The Company has also established an Information Line at Toll-Free **************, and for local callers, please use **************. Parties may also email ************************************* for more information.
Conns values Ms. ********** as our customer and appreciates her for bringing her concerns to our attention.

Sincerely,
Customer Relations
*********************************************
Customer Answer
Date: 09/30/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

Please look at the attached ledger on page 2, where I was denied my refund before the filed bankruptcy. I'm in the process of getting my phone records to show that i called before bankruptcy and the numerous letters and phone calls. The company did even offer a credit. They still owe me 300.00

Regards,

Business Response
Date: 10/01/2024
Thank you for the opportunity to respond to Ms. ************ additional concerns. We acknowledge that Ms. ********** refund request were denied prior to filing bankruptcy. Please keep in mind that both payments were authorized by Ms. ********** and we were not obligated to issue a refund. However, after reviewing her concerns, we agreed to issue the refund as a goodwill gesture. Unfortunately, before the refund was processed, we filed for bankruptcy. The Chapter ********************************** place during the court proceedings, therefore, we are unable to process a refund.

If Ms. ********** believes she is owed a refund, she may visit ************************************************ regarding the case. The Company has also established an Information Line at Toll-Free **************, and for local callers, please use **************. Parties may also email ************************************* for more information.
Customer Answer
Date: 10/01/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. Conns when I caught my mistake i contacted your company immediately and requested per the invoice it was denied on July 19,your company filed bankruptcy July 23. 2024. I can only assume this is the reason your company is going out of business because of your tactics.. How can you( a business) write and state that I was not owed a refund because I over paid. The *** ***** gives you your money back if you over pay on taxes . the audacity of your company to state " It would have been a curtesy to give me back my money" knowing that the bill was paid in full and money was owed. When I called your company you promised me a refund before the 23rd, I was a happy and was very thankful because the money was earmarked for my electricity. Yes I had my service cut off because i could not up with the money, . You can sit in your office and laugh at me. Yes I will file for my money in bankruptcy court and I hope you still have your job and you don't have to come home to the dark because you have electricity as i would not want to wish this on anyone.

Regards,
*****

Business Response
Date: 10/02/2024
Ms. ********** has been made aware that and we were not obligated to issue a refund. Before the refund was processed, we filed for Chapter ******************************************* place during the court proceedings, therefore, we are unable to process a refund.

If Ms. ********** believes she is owed a refund, she may visit ************************************************ regarding the case. The Company has also established an Information Line at Toll-Free **************, and for local callers, please use **************. Parties may also email *************************************************** for more information.
Initial Complaint
Date:08/22/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
8/29/2023 I purchased a sofa from Coins on credit with extender warrenty. I have been trying to get service because support team is broken, cushions flat less than 1 year old. Calling into Coins I'm lied to saying service **** has technical difficulties, and call one who just says retailer is responsible. I'm still paying for this sofa and its trash! They won't email because they don't want to document their lies and plan to ignore and defraud clients seeking services paid for!
Business Response
Date: 08/28/2024
Conns HomePlus (Conns) appreciates the opportunity to respond to Ms. ****** concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. ***** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??

Ms. ***** stated in the complaint:
She contacted us to report an issue with her sofa and was informed that we were having technical difficulties; and
She is requesting contact from us (Conns) and to have her furniture repaired.
Our investigation reveals that:
On July 24, 2024, Ms. ***** contacted us to report an issue with her sofa. Ms. ***** was informed that due to Conns filing bankruptcy, there was a temporary hold on all service; and
Ms. ***** may contact our service department at ************** or complete a service request online at **********************.

Our records show that on August 6, 2023, Ms. ***** purchased the Bristol sofa, loveseat, and chaise with a 36-month FurnitureGard plan, an *************, an ** dishwasher with a 48-month ************** Agreement Plan, a vacuum and delivery totaling $6,572.90. Ms. ***** was financed through ************** on a 48-month Deferred Payment plan. His appliances were all delivered in good order on July 21, 2024. Her items were delivered in good order on August 29, 2023.

We investigated Ms. ****** dispute and discovered that she contacted us on July 24, 2024, for service on her sofa. However, due to Conns filing for Chapter 11 bankruptcy, all services were temporarily ceased, and we were unable to set up a service inspection at that time.

Although we are unable to honor Ms. ****** request to credit her ************** account for $6,572.90, we have resumed services and will be able to schedule an inspection. Ms. ***** may contact our service department at ************** or complete a service request online at **********************.

Conns HomePlus values Ms. ***** as a customer and appreciates her bringing her concerns to our attention. We apologize for any inconvenience Ms. ***** experienced during this process.

Sincerely,

Customer Relations
**********************
Initial Complaint
Date:08/20/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 7/9/2024 I purchased two pieces of furniture from Conn's HomePlus in *********, in which I also purchased the warranty protection plan for $200.00 each. I was told that if within 30 days of purchase I felt as though I did not need the protection plan, I could request to cancel for full refund. Therefore, on 7/28/2024 I went back to the location I purchased from and filled out their Service Agreement Cancellation Request form at the desk and they said they would submit it for me there. Before leaving the location I took a photo of the form as the representative did not offer to make me a copy. Since then, I have called the Conns HomePlus location as well as their warranty department multiple times and have not been able to receive any clear information on whether or not they submitted and or received my cancellation form and if and when I will be receiving my full refund. I have not requested any warranty service and I did my part in filling out the cancellation request form 12 days prior to the end of my 30 grace ******* All I want is my full refund for the protection plans.
Business Response
Date: 09/03/2024
Conns HomePlus (Conns) appreciates the opportunity to respond to Ms. ******* concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. ****** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??

Ms. ****** stated in the complaint:
She requested the cancellation of the two-warranty protection plans on July 28, 2024. Despite several phone calls, she has been informed that the coverage has not yet been canceled; and
She is requesting a refund.

Our investigation reveals that:
Ms. ******** signed cancellation request was confirmed as received and was sent to the relevant department for processing. Cancellation request may take up to 30 days for processing; and
As of August 28, 2024, Ms. ******* two 36-month Furnituregard Plans have been canceled.
According to our records, on July 9, 2024, Ms. ****** purchased an ***************** ******* sectional that consisted of an ********** and an LAF sofa, both with a 36-month Furnituregard Plan on invoice ********. We confirmed that Ms. ****** elected to pick up her sectional pieces from her local Conns HomePlus.
Upon investigating Ms. ******** concerns, we confirmed that she had reached out to request the cancellation of her 36-month Furnituregard Plans for her sectional pieces which has since been canceled as requested.
Due to Conns filing bankruptcy, we were unable to process the refund.
For additional information about the cases please visit ************************************************. The Company has also established an Information Line at Toll-Free ************** and for local callers please use **************. Parties may also email ************************************* for more information.
Conns values Ms. ****** as our customer and appreciates her for bringing her concerns to our attention.
Sincerely,
Customer Relations
*********************************************
Initial Complaint
Date:08/20/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 17 Aug I purchased a TV and delivery for said TV. The total value was ******* Delivery window was scheduled between 6-9pm on 19 August. Near the middle of the window I tried calling the delivery center, they did not respond because it was after hours. About an hour before the end of the window I tried calling the store **************. At which point they initially refused to check, and then lied to me that the delivery was "two stops away" to get me off the phone at around 2120.Upon calling the next day, the delivery center tried again to lie to me that I wasn't available for delivery, despite I had taken the entire afternoon off to sit in my house waiting for their delivery. They then said that the soonest they could reschedule was the following Thursday, requiring more time off work and disrupting my wifes work as she works from home. Based on that interaction, I lack confidence that they will accomplish the job on time and/or with the purchased item
Business Response
Date: 09/02/2024
Conns HomePlus (Conns) appreciates the opportunity to respond to Mr. ******* concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mr. ****** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??

Mr. ****** stated in the complaint:
1. On August 19, 2024, he was scheduled to receive a delivery between 6 pm and 9 pm. However, when he called to check on the status of his delivery, he was denied any information, and the delivery did not arrive. When he reached out the next day, he was told that his delivery would be rescheduled for the following Thursday; and
2. He is requesting to have his merchandise delivered and a billing adjustment.

Our investigation reveals that:
1. Mr. ******** delivery was scheduled for August 19, 2024, between 6 pm and 9 pm. However, upon calling to check the status, he was informed that the delivery team was delayed and still en route. Regrettably, the team could not complete their deliveries for the day, and Mr. ******** delivery had to be rescheduled; and
2. Although we are unable to honor Mr. ******* request to authorize a billing adjustment, we confirmed that his television was successfully delivered on August 22, 2024, in good condition.
According to our records, on August 17, 2024, Mr. ****** purchased a ******* 85 QN90D NEO QLED 4k that came with a limited 1-year manufacturers warranty on invoice ********. We confirmed that he elected to have his television delivered.
After investigating Mr. ******** concerns, we confirmed that his delivery was originally scheduled for August 19, 2024. However, due to the team's late start, there was a delay. Mr. ****** reached out to us regarding his delivery status and was informed that the delivery team was still on their way. Regrettably, the team was unable to complete all scheduled deliveries that day, resulting in the need to reschedule Mr. ******** delivery. We can confirm that as of August 22, 2024, *********************** was delivered successfully and in good condition.
Conns values Mr. ****** as our customer and appreciates him for bringing his concerns to our attention.
Sincerely,
Customer Relations
*********************************************
Initial Complaint
Date:08/19/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We bought a living room set on August 16. Picked it up August 17. They promised a 1 year Manufacturer Warranty. The couch was damaged with the arm falling off after the store employees loaded the furniture. They will not do anything to provide a resolution. We have tried to get the Manufacturer to replace it but they said there was no warranty. Conns employees told us there was a Warranty. We have contacted the store and the corporate service to try to resolve the matter. They keep telling us to call the other party. I just want my money back since they sold me a lie. I would have never bought it without a Manufacturer Warranty. Store manager said there was nothing they could do. The corporate office said since we contacted them in 72 hours we needed to talk back to the store that sold it. No resolution has been offered. No refund of any amount has been offered.
Business Response
Date: 09/03/2024
Conns HomePlus (Conns) appreciates the opportunity to respond to Mr. ****** concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mr. ***** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??

Mr. ***** stated in the complaint:
1. He purchased a living room set from us on August 16, 2024, and discovered that the sofa was damaged. Therefore, he contacted us to report the damage and was informed to contact the manufacturer for assistance, as the furniture came with a limited warranty. However, the manufacturer has advised that he would need to contact us (Conns) to have the matter resolved; and
2. He is requesting a refund.

Our investigation reveals that:
1. On August 18, 2024, Mr. ***** reached out to report damage to his sofa, which had been received a few days earlier. The representative addressed his concerns and observed that Mr. ***** had personally picked up his product from our local therefore he assume responsibility for any damage observed after that fact.
2. We cannot approve Mr. ******* request for a refund. He bought his speakers and the ****** living room set during our liquidation sale, where all sales are final. He picked up his items from the local Conns store. Once the merchandise has left the store or warehouse, we are unable to determine when, where, or how the damage could have occurred.
According to our records, on August 16, 2024, Mr. ***** purchased a Bose surround speaker and a ****** Furniture ****** living room set that consisted of a reclining sofa, reclining loveseat, and glider recliner on invoice ********. It was confirmed that Mr. ***** elected to pick up (take) his items from his local Conns store.
We investigated Mr. ****** concerns, and it was discovered that he reported the damage to his furniture two days after retrieving his merchandise on August 18, 2024. Once any merchandise has left the store or warehouse, we are unable to determine when, where, or how any damage may have occurred. Furthermore, it is essential to note that Mr. ***** made his purchases during our liquidation sale, during which all sales are considered final.
Conns values Mr. ***** as our customer and appreciates him for bringing his concerns to our attention.
Sincerely,
Customer Relations
*********************************************
Initial Complaint
Date:08/18/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was charged $200.000 for insurance that I did not authorize....I would like this money credited to my balance!
Business Response
Date: 09/02/2024
Conns HomePlus (Conns) appreciates the opportunity to respond to Ms. ***** concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. **** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??

Ms. **** stated in the complaint:
1. She was charged $200 for insurance without her knowledge; and
2. She is requesting a billing adjustment.

Our investigation reveals that:
1. We respectfully disagree with the assertion that Ms. **** was charged for insurance without her knowledge. Ms. **** signed her invoice and contract, acknowledging that she had read and agreed to all the items purchased and the terms, including Conns property insurance, credit life insurance, and warranty.; and
2. Although we are unable to honor Ms. ***** request for a billing adjustment, she may fill out and return the forms that we have included in our response.
According to our records, on May 25, 2021, Ms. **** purchased a GE high-efficiency top load washer with a 48-month ************** Agreement on invoice ********. We confirmed that Ms. ***** washer was delivered on May 27, 2021.
We investigated Ms. ****** concerns, we discovered that she reached out to us on June 9, 2023, reporting that her washer was not functioning correctly. Our technician evaluated the appliance and concluded that a new wire harness was required. While the technician intended to order the parts for repair, Ms. **** expressed her dissatisfaction, and indicated that she did not wish to proceed with the repair and requested an exchange. We confirmed that her exchange request was processed and approved on June 23, 2023, in accordance with her ************** Agreement. Ms. **** was informed of her exchange approval and made aware that she was issued a credit of $799.99 to select a new washer.
On June 29, 2023, Ms. **** initiated an exchange for invoice ********. She selected a ******* high-efficiency front load washer with a new 36-month ************** Agreement, a ******* 27 pedestal, and an accessory (washer hose). It's important to note that once Ms. **** processed her exchange, the original 48-month ************** Agreement on invoice ******** was fulfilled. Ms. **** chose a washer priced at $849.99, which was $50 more than the approved credit of $799.99. Additionally, the new ************** Agreement Plan was $279.99, and the accessory was $42.99, along with applicable sales tax. As a result, Ms. **** financed $728.49 through Conns credit (YesMoney) to cover the price difference. The new washer and pedestal were successfully delivered and installed on July 3, 2023.
Further investigation revealed that Ms. **** reached out to us on June 17, July 22, and July 26 of 2024, seeking cancellation of the insurance linked to her account. We confirmed that an email with the Request to **************** form was sent to ************************ along with instructions for canceling the coverage. However, as of August 28, 2024, we have not received the signed Request to **************** form or any supporting documents proving she has her own homeowners or renters insurance. Due to the lack of proper documentation, we are unable to fulfill Ms. ****** request to cancel the insurance on her account.
At this time, we cannot honor Ms. ***** request to authorize a billing adjustment. If Ms. **** wish to have the insurance and the ************** Agreement (********) canceled, she may fill out and return the Request to **************** and Service Agreement Cancellation Request we have included in our response.
Conns values Ms. **** as our customer and appreciates her for bringing her concerns to our attention.
Sincerely,
Customer Relations
*********************************************
Customer Answer
Date: 09/03/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

[Provide details of why you are not satisfied with this resolution.]

Regards,
I want Conn's Corporate to know and acknowledge that .....on June 29,2023
I was not shown a contract agreement... for my new washing machine that was an even exchange! I was not told there would be $299.00 worth of extended warranty....and i was definitely not told I would be charged *****% interest on this loan that was supposed to be an even exchange! When I want everyone to know that my credit rating is very good! I'm not sure that ***** interest is even legal? All I owed Conn's that day was for a base for my new washer $279.99 ....and after all this ridiculous financing....This $279.99 washing machine base ending up costing me $1193.28. Does this sound reasonable to anyone? on an even exchange? So no I am not satisfied with Conn's response!
I also have already sent Conn's all the paperwork that they received on July ****** to remove all insurance on all my loans which they have not done and are now requesting for me to send paperwork again! Which I will not do as Conn's customer service informed that they received all the paperwork!

If Conn's **************** not (customer service) is not willing to contact me then I will have to take care of this on my own!
Please ask Conn's customer service to not telephone call me about these contracts ever as I will not speak with them!!
I also have 2 other loans with Conn's that also has discrepancies! If Conn's **************** is not interesting in contacting me to resolve this ...then it's their choice!
Conn's has copies on all my loan contracts which I do not need to resend through you BBB ...It took me weeks to get copies of these contracts when I requested them....much less that I did not receive copies when I purchased these items....for me to be able to dispute this right away!
To whom it may concern...
****** Lynn *************************************************
Business Response
Date: 09/06/2024
Thank you for the opportunity to respond to Ms. ****** additional comments. We respectfully deny that Ms. **** was not provided with her new contract. We show the contract was emailed to the address she provided us *************************** Additionally, Ms. **** did not initiate an even exchange. She was approved with an in-store credit of $799.99 but elect a model retailed at $849.99. She also added a pedestal for $279.99 and elected to purchase an extended warranty on the exchanged model for $299.99, totaling $1,594.48 (with tax). After the in-store credit of $865.99 (includes tax) was applied, she was left with a remaining balance of $728.49. As Ms. **** did not pay the remaining balance out-of-pocket, she agreed to finance the amount through Conn's on a 12-month no interest loan. Ms. **** made monthly payments toward this account; however, she did not pay all monthly payments by the due date resulting in interest being accrued on her account as listed under the terms of her contract.

Ms. **** stated that she has previously provided us the paperwork to remove the insurance on her account, but we have no records of her documents. Ms. **** has been provided the information needed to remove the coverage. Without the requested documents, we are unable to proceed further.

We do show that Ms. **** has three active accounts with ******************. All accounts have been reviewed and found to be accurate. As Ms. **** requested, we have removed her contact information. If she has any further question or concerns, Ms. **** will need to contact us at **************.

Initial Complaint

Date:08/16/2024

Type:Service or Repair Issues

Status:

Answered

Resolved:: The complainant verified the issue was resolved to their satisfaction.
Unresolved:: The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:: The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:: The business failed to respond to the dispute.
Unpursuable:: BBB is unable to locate the business.

I have contacted Conn's since 07/06/2024 regarding my purchase. Item purchased 07/02/2024, delivered 07/04/2024, became inoperable 07/06/2024. Repair services requested for the item to be repaired and no one arrived. I was later contacted by text stating the scheduled repair was canceled due to unforeseen circumstances. I have called since 07/06/2024 to be transferred several times to companies that are not affiliated with Conn's in no way whatsoever. I continue to go back and forth to the location of purchase to be told there's nothing I can do. I am extremely frustrated at this point. I received a call on Monday 08/12/2024 from an agent stating "go to the store with your ID, select another product, once the new item is delivered, the delivery technicians will remove the defective item. 08/16/2024 @ 10:15a I went to the store to be told "there's nothing we can do" call *********** *********** for assistance. Wishful thinking led me to call as instructed, and to no avail I received the same results:transferred to different departments and passed off to companies NOT affiliated with Conn's. I need a resolution now. I have done all I was instructed to do and I will not expect the lack of concern regarding my complaint. See attachment indicating an email was sent on this same exact matter.

Customer Answer

Date: 08/20/2024

Submitting requested documents

Business Response

Date: 09/03/2024

Conns HomePlus (Conns) appreciates the opportunity to respond to Ms. ****** concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. ***** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??

Ms. ***** stated in the complaint:
1. On July 2, 2024, she purchased furniture from us, which was delivered on July 4, 2024. However, on July 6, 2024, her service appointment was canceled;
2. On August 12, 2024, she was advised to visit her local Conns store with her identification and reselect different items; and
3. She is requesting an exchange.

Our investigation reveals that:
1. Ms. ***** bought a reclining sofa and a recliner on June 25, 2024, which were delivered on July 4, 2024. She reached out on July 6, 2024, to report a malfunction with her furniture. She was directed to contact our service center to schedule a service appointment. Unfortunately, we no longer are rendering services due to the bankruptcy filing her appointment was canceled. But an exchange only was approved.
2. We have no documentation showing Ms. ***** visited the store.
3. As of August 12, 2024, an exchange has been approved to replace Ms. ****** ****** P2 reclining sofa and recliner.

According to our records, on June 25, 2024, Ms. ***** purchased a Man *** ****** P2 reclining sofa and recliner, both with a limited 1-year manufacturers warranty on invoice ********. We confirmed that Ms. ****** ****** living room furniture was delivered on July 4, 2024.

After investigating Ms. ****** concerns, it was determined that an exchange was approved to replace her Man Wah reclining sofa and recliner. We confirmed that Ms. ***** was contacted and made aware of her exchange approval and informed that she was issued a credit of $1649.99 and $999.99 to reselect two new furniture pieces.

Ms. ***** may visit her local Conns HomePlus store to reselect up to the credit issued of $1649.99 and $999.99. Ms. ***** is aware that our stores are closing, and inventory is being liquidated and only available while supplies last.

Conns values Ms. ***** as our customer and appreciates her for bringing her concerns to our attention.

Sincerely,

Customer Relations
*********************************************

Customer Answer

Date: 09/03/2024

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
Message notes there was no record of me returning to the store. Why would there be any record when no one was willing to assist. I spoke with the sales representative (******) that assisted with the purchase and was told to speak with manager who only provided phone numbers that were already given. The young man did not take any contact information from me, he only gave phone numbers that I also listed in my emails.

Customer Answer

Date: 10/21/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

[Provide details of why you are not satisfied with this resolution.]

Complaint Type:

Refund / Exchange Issues

*****************************************************************************************************************************************************************************************************************

Problem:

Date of transaction: Initial purchase date: 6/25/2024 Initial complaint ID: ******** submitted 08/16/2024 1. On July 2, 2024, she purchased furniture from us, which was delivered on July 4, 2024. However, on July 6, 2024, her service appointment was canceled; 2. On August 12, 2024, she was advised to visit her local Conns store with her identification and reselect different items; and 3. She is requesting an exchange. Our investigation reveals that: 1. Ms. ***** bought a reclining sofa and a recliner on June 25, 2024, which were delivered on July 4, 2024. She reached out on July 6, 2024, to report a malfunction with her furniture. She was directed to contact our service center to schedule a service appointment. Unfortunately, we no longer are rendering services due to the bankruptcy filing her appointment was canceled. But an exchange only was approved. 2. We have no documentation showing Ms. ***** visited the store. 3. As of August 12, 2024, an exchange has been approved to replace Ms. ****** ****** P2 reclining sofa and recliner. According to our records, on June 25, 2024, Ms. ***** purchased a Man *** ****** P2 reclining sofa and recliner, both with a limited 1-year manufacturers warranty on invoice ********. We confirmed that Ms. ****** ****** living room furniture was delivered on July 4, 2024. After investigating Ms. ****** concerns, it was determined that an exchange was approved to replace her Man Wah reclining sofa and recliner. We confirmed that Ms. ***** was contacted and made aware of her exchange approval and informed that she was issued a credit of $1649.99 and $999.99 to reselect two new furniture pieces. Ms. ***** may visit her local Conns HomePlus store to reselect up to the credit issued of $1649.99 and $999.99. Ms. ***** is aware that our stores are closing, and inventory is being liquidated and only available while supplies last. Conns values Ms. ***** as our customer and appreciates her for bringing her concerns to our attention. T

Desired Resolution / Outcome

Desired Resolution:

Replacement

*******************************************************************************************************************************************************************************************************

Regards,

Business Response

Date: 10/22/2024

We appreciate the opportunity to respond to Ms. ******* additional comments. We have no records showing that Ms. ***** processed her approved exchange. Ms. ***** may visit her local Conns HomePlus store to reselect up to the credit issued of $1649.99 and $999.99. Ms. ***** is aware that our stores are closing, and inventory is being liquidated and only available while supplies last.

Initial Complaint
Date:08/16/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made a purchase of a product on the conns website (Order # ********). According to the active price match guarantee policy on the Conns Website (***********************************************************************************************************************), I qualify for a price match gurantee because I am within my 30 day return period and the decreased price is not during a black friday sale/thanksgiving sale/cyber monday sale. The decreased price is on the Conns website as well. There is nothing in their online policy that should prevent me from getting my price match. After calling conns customer service multiple times, call being dropped once, and being transferred around departments and eventually talking to the same people again, i am told that Conns is no longer providing price match guarantee. That is not a policy on their website, it seems to be an internal policy not documented anywhere. At time of purchase I did see their price match guarantee policy and purchased it because of that. The difference in price from what I paid to what the price is now on the Conns website is $440, I would like a refund of that amount to my credit card that i made the purchase with.
Business Response
Date: 09/03/2024
Conns HomePlus (Conns) appreciates the opportunity to respond to Ms. ******* concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. ****** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??

Ms. ****** stated in the complaint:
1. After making her purchase, she noticed that the price of her items had been lowered. She reached out to us, asking for a price adjustment. However, she was informed that we could not offer the price reduction, and
2. She is requesting a billing adjustment.

Our investigation reveals that:
1. We were contacted on August 16, 2024, after it was observed that the price drop for the Rylan dinette set that was purchased and sought a price adjustment. Prior to filing Bankruptcy. Conns HomePlus would match ************************** prices on in-store purchases only at the time of purchase, which did not apply to this order. In addition, Prices were reduced as a part of our liquidation to sell inventory while they last.
2. We are unable to honor Ms. ******* request to authorize a billing adjustment.
According to our records, Ms. ******* complaint is related to a purchase associated with ****** ****. We show that on July 22, 2024, Ms. **** placed an online order and purchased an ********************* Rylan dinette set on invoice ********. The set consisted of a bench, two barstools, and a table, all with a limited 1-year manufacturers warranty. We confirmed that all items were delivered on August 15, 2024.
Regarding Ms. ******* request for a price match, prior to Conns announcement that our store was closing, prices were reduced to liquidate our current inventory. We were contacted on August 16, 2024, to report a price drop for the recently purchased ****** dinette set and seek a price adjustment. However, the request was denied.
At this time, we cannot honor Ms. ******* request to authorize a billing adjustment.
Conns values Ms. ****** as our customer and appreciates her for bringing her concerns to our attention.
Sincerely,
Customer Relations
*********************************************
Initial Complaint
Date:08/15/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In 2022 we purchased a stove and refrigerator from Conn's in ***********, **. We returned both the next day as we found a stove and refrigerator at another store for a better price. We recently received collection notices stating we owed Conn's for this purchase. Both were returned and we do not owe any money to Conn's for this purchase.
Business Response
Date: 08/28/2024
Conns HomePlus (Conns) appreciates the opportunity to respond to *********************** concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, ********************** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??

********************** stated in the complaint:
1. They returned the stove and refrigerator a day after delivery. However, they received collection notices indicating that a balance was still owed; and
2. They are requesting a billing adjustment and to have their credit report updated.
Our investigation reveals that:
1. *** and Mrs. ******* have been notified that their appliances were left at the local Conns HomePlus store without an approved return authorization and without paying the 15% restocking fee of $210 to initiate a return, resulting in the merchandise being deemed unclaimed and abandoned. Furthermore, they have been advised that they are still liable for any outstanding balance accrued on their account; and
2. We cannot honor *********************** request to authorize a billing adjustment or submit a correction to the credit bureau.
According to our records, on June 7, 2021, *** ******* purchased a GE electric range with a 24-month ************** Agreement and a GE top-mount refrigerator with a 24-month ************** Agreement on invoice ********. We confirmed that *** ******* signed his delivery receipt acknowledging that his appliances were received in good condition on June 11, 2021.
Our investigation into ************************ concerns revealed that we were first contacted on March 19, 2024. They reported that the account ending in *****8170 should be marked as closed since the merchandise was returned the day after delivery and requested an update to their credit report. To further investigate, we created incident ticket *******. We found that *** ******* had left his appliances at the local Conns HomePlus store without an approved return authorization and without paying the required 15% restocking fee of $210. The merchandise was left at the store on July 8, 2021. Therefore, we tried to inform *** ******* that his appliances were deemed unclaimed, abandoned merchandise due to the unpaid restocking fee and that his credit report would remain unchanged. Our attempts to reach him by phone were unsuccessful. Therefore, we sent an email to ************************* on March 27, 2024, detailing our findings.
Upon further review, it was discovered that Mrs. ******* reached out on April 29, 2024, seeking the removal of account *****8170 from *** ******** credit report. She was informed that the appliances were left at the store without an approved return authorization and the required 15% restocking fee. Therefore, the items were deemed abandoned. Furthermore, she was notified that certified letters had been mailed to the address associated with *** ******** account, outlining the consequences should the appliances not be collected before the account's charge-off. Additionally, Mrs. ******* was informed of the accuracy of *** ******** credit report and that her request to void or amend the account could not be accommodated.
At this time, we are unable to honor *********************** request to authorize a billing adjustment or update *** ******** credit bureau.
Conns values ********************** as our customers and appreciates them for bringing their concerns to our attention.
Sincerely,
Customer Relations
*********************************************
Initial Complaint
Date:08/15/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have two accounts with Conn's. In May 2024, I requested that they cancel all drafts on both accounts #********* and #********* because they drafted more than they should have which caused my other drafts to be overdrafts which caused bank charges on my bank account. The next month I paid them manually and later found that they drafted my account after being told to cancel automatic drafts. I have also asked that they stop charging me for insurance on these accounts because I have renters insurance. They continue as of today to draft my bank account for payments. I have called several times and they still drafting my bank account. Is this legal to continue to take money from an account when you have asked to cancel auto drafts? Seems to me there may be some theft going on within this company. I see I'm not the only one complaining about payments. There needs to be an audit of their books.
Business Response
Date: 08/27/2024
Conns HomePlus (Conns) appreciates the opportunity to respond to Ms. ******** concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. ******* may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??

Ms. ******* stated in the complaint:
In May 2024, she requested the cancellation of all scheduled payments. However, we have continued to draft payments from her account without her permission;
She asked for us to stop charging her for insurance, as she had renters insurance; and
She is requesting that the automatic payment drafts be stopped.
Our investigation reveals that:
On January 12, 2024, and March 21, 2024, Ms. ******* contacted us and spoke with a representative to schedule payments for her accounts. However, on April 17, 2024, she contacted us about account *****8071, stating that two payments had been processed in error and requested a refund for the duplicate payment. She also asked to cancel all scheduled payments associated with account *****8071, and this request was processed on the same day;
On June 27, 2024, Ms. ******* contacted us to inquire about the cancellation of insurance on her account *****8072. Ms. ******* was informed that her account did not include property insurance or any additional insurance that we offer. She was also advised that the property insurance associated with account *****8071 had been canceled and that a credit of $123.40 was applied to the account with an effective date of December 10, 2021; and
We have verified that Ms. ********* request to stop the automatic payments has been honored, and all future scheduled payments have been discontinued.
According to our records, on December 10, 2021,Ms. ******* purchased a Frigidaire side-by-side refrigerator that came with a 48-month ************** Agreement on invoice ********. It has been confirmed that this purchase generated account *****8071. Additionally, we show that she made another purchase with us on November 4, 2023, on invoice ********. This invoice consisted of a GE top-load washer and electric dryer,which generated account *****8072.
We investigated Ms. ********* concerns, it was discovered that she reached out on January 12, 2024, concerning account *8072. She requested a due date change to the 15th of each month, coinciding with her unemployment check, as she was currently unemployed. Ms. ******* was advised that her request could be processed once her account was up to date. On January 16, 2024, she spoke with a representative and arranged for automatic payments of $62.04, scheduled from March 15, 2024, through December 15, 2024.
On March 21, 2024, Ms. ******* reached out concerning account 8071 and conversed with a representative who arranged for automatic payments of $53.67, linked to account 8071, to be processed from April 15, 2024, until August 15, 2024.However, she reported on April 17, 2024, that her account was debited ********. ******* requested a refund for the duplicate payment and requested the cancellation of all future scheduled payments for account 8071. In response to her concerns, we initiated a refund request and canceled all future payments linked to account 8071.
Since receiving Ms. ********* complaint, we discovered that she reached out on August 15, 2024, reporting an unauthorized payment from her account and stating her prior request to cancel all scheduled payments. Upon investigation, we confirmed the cancellation of the scheduled payment for account 8071. However,the cancellation of the scheduled payments of account 8072 was not found. ********** was notified that as of August 15, 2024, we would process the cancellation of the remaining scheduled payments for account *8072. As of August 26, 2024, we can confirm that all scheduled payments have been successfully canceled.
Conns values Ms. ******* as our customer and appreciates her for bringing her concerns to our attention. We apologize for any inconvenience that Ms. ******* has experienced during this time.
Sincerely,
Customer Relations
*********************************************
Customer Answer
Date: 08/28/2024
Better Business Bureau:
I want consumers to know Conn
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

These are half truths., When I called I was very upset because I said DONOT DRAFT MY ACCOUNT FOR ANY MORE PAYMENTS. That meaning both accounts. Your customer service needs to be trained to verify by repeating what the customer is wanting. I have proof of what was discused because the following month I made a payment for the other acct #**** and Conn's took a payment out, Why would I make a payment if I authorized Conn's to draft that payment. I'm still waiting for the insurance department to refund payments made for insurance when I already have renters insurance.. I want consumers to *** BE AWARE doing business with this company. I have spent too much time calling Conn's and calling my bank to get things straighten out. ************ is all I've gotten. I pray I will never do business again with this company. The stress and time I've spent to correct this has been way too much..

On March 21, 2024, Ms. ******* reached out concerning account 8071 and conversed with a representative who arranged for automatic payments of $53.67, linked to account 8071, to be processed from April 15, 2024, until August 15, 2024. However, she reported on April 17, 2024, that her account was debited twice. Ms. ******* requested a refund for the duplicate payment and requested the cancellation of all future scheduled payments for account 8071. In response to her concerns, we initiated a refund request and canceled all future payments linked to account 8071.

Since receiving Ms. ********* complaint, we discovered that she reached out on August 15, 2024, reporting an unauthorized payment from her account and stating her prior request to cancel all scheduled payments. Upon investigation, we confirmed the cancellation of the scheduled payment for account 8071. However, the cancellation of the scheduled payments of account **** was not found. Ms. ******* was notified that as of August 15, 2024, we would process the cancellation of the remaining scheduled payments for account *****. As of August 26, 2024, we can confirm that all scheduled payments have been successfully canceled.[Provide details of why you are not satisfied with this resolution.]

Regards,

Business Response
Date: 08/28/2024
As of August 26, 2024, we can confirm that all scheduled payments have been successfully canceled.

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Conn's Home Plus is NOT a BBB Accredited Business.