Complaints

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

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  Conn's Home Plus

  2445 Technology Forest Blvd. Ste 800 Spring, TX 77381

• 

  Conn's Home Plus

  9700 N North Fwy Houston, TX 77037-1345

• 

  Conn's Home Plus

  15235 Southwest Fwy Sugar Land, TX 77478-3873

• 

  Conn's Home Plus

  706 Dixieland Rd Harlingen, TX 78552

• 

  Conn's Home Plus

  19611 Highway 59 N Humble, TX 77338-3512

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:08/15/2024

  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.

  On 7/8/2024 a ticket was created and escalated for a microwave I did not receive. On 7/16/2024 an order confirmation text was sent to me about the microwave. Pickup was scheduled for 9 am at ******************************************. Store 252 did not receive the microwave and offered to give me the display microwave from their store. The microwave did not include the vent covers or hardware. I originally placed my order on 6/20/2024 in store and I was told I couldnt purchase my appliances for the price advertised on their online website. At the register during check out I was told that I had to pay approximately an additional $1,000.00 for the same items in store as the ones online. Those same items that are now 50% off in store due to the ongoing bankruptcy. Nearly 2 months later customer service states that there is no resolution to this ongoing issue and that I must deal with the local store to find a resolution. **************** said I could not speak to a supervisor and that they did not have information for the corporate office. Please advise.

  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:
  1. An escalation ticket was issued for a microwave that was not received. The new unit was scheduled for pickup on July 16, 2024. However, the floor model offered lacked the vent covers and hardware, leading to its refusal. To date, the correct microwave has still not been received;
  2. The appliances she bought are now available at a 50% discount in-store, and she paid an extra $1000; and
  3. She is requesting a billing adjustment.
  Our investigation reveals that:
  1. On July 16, 2024, an exchange was initiated for Ms. ********** OTR microwave. She visited her local Conns store to pick up the unit, but it did not include the vent covers and hardware. As a result, Ms. ******** declined the unit, and the model was removed from her invoice. A credit of $406.06 for the microwave was then applied to her Conns account;
  2. Before filing for bankruptcy, Conn's HomePlus would match the prices on ************************** for in-store purchases at the time of sale, which was not applicable to Ms. ********** order. Furthermore, prices have been lowered as part of our liquidation to sell off inventory while supplies last; and
  3. We cannot honor Ms. ********* request to authorize a billing adjustment.
  

  According to our records, on June 20, 2024, Ms. ******** purchased an ** top control dishwasher with a 48-month ************** Agreement, an ** side-by-side refrigerator with a 48-month ************** Agreement, an ** electric range with a 48-month ************** Agreement, and an ** OTR microwave model MVEL2033F with a 48-month ************** Agreement on invoice ********. It was verified that Ms. ******** signed a 36-month Retail Installment Contract, agreeing to pay the minimum monthly payment of $270.22, due on the 20th of every month. We confirmed that Ms. ******** elected to have her appliances delivered, which was completed on June 24, 2024.
  

  We investigated Ms. ********** concerns, and it was discovered that she reached out after her delivery was received. She reported purchasing a black stainless steel OTR microwave but received a stainless steel one instead. Ms. ******** was directed to discuss the exchange with her local Conns store. On July 11, 2024, she contacted our delivery department to report the incorrect item and requested the correct microwave be delivered promptly. She was told that the delivered OTR microwave matched the model on her invoice and was advised to seek further assistance from her local Conns store for the exchange. On July 16, 2024, Ms. ******** visited her local store, and an exchange was processed. However, the exchange was keyed as a pickup. Ms. ******** was informed that she would be responsible for retrieving her newly selected OTR microwave model MVEL2033D from her local Conns store. Unfortunately, the newly selected OTR microwave did not meet her expectations, as it did not include vent covers or hardware. As a result, she changed her mind, and the unit was canceled from her invoice, and a credit of $406.06 was applied to her Conns account.
  

  Upon further review, it was determined that Ms. ******** reached out with a request to cancel all the 48-month ************** Agreements she had purchased for her appliances, effective August 1, 2024. It has been verified that Ms. ********** request for cancellation was submitted beyond the 30-day period following her purchase date of June 20, 2024. Therefore, the coverage was canceled under the warranty guidelines, and a pro-rated refund amounting to $906.92 was credited to her account on August 6, 2024.
  

  At this time, we are unable to fulfill Ms. ********** request for a billing adjustment. Additionally, before filing for bankruptcy, Conns HomePlus matched ************************** prices on in-store purchases at the time of sale, which did not apply to Ms. ********** order. The prices have now been lowered as part of our liquidation sale to clear inventory while supplies last.
  

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

  Sincerely,
  

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

• Initial Complaint

  Date:08/14/2024

  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.

  This business **** me a refund. I did a refinance on my home and my lender paid off all my creditors on July ******* I took conns I check and I over paid them and I still haven't received my refund check from this business.

  Business Response

  Date: 08/23/2024

  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 overpaid on her account and still has not received her refund; and
  She is requesting a refund.
  
  Our investigation reveals that:
  
  Ms. ******* made a payment of $1135, which was posted to her account on July 16, 2024. However, during our procedural review for potential overpayment, it was discovered that she overpaid by $40.77. Due to the current circumstances, her refund is currently pending; and
  Ms. ******** refund is pending as we are waiting for the bankruptcy court's response on how to proceed.
  

  According to our records, on February ******, Ms. ******* purchased a ******* side-by-side refrigerator with a 24-month ************** Agreement on invoice ********. It was verified that Ms. ******* signed a 36-month Retail Installment Contract, agreeing to pay the minimum monthly payment of $100.03, due on the 8th of every month. We confirmed that Ms. ******** refrigerator was delivered on February 21, 2022.
  

  We investigated Ms. ******** concerns and found that she made a payment of $1135 to close out her account, which was posted on July 16, 2024. During our procedural review for potential overpayment and/or refund scenarios, accounts that result in a potential refund status are reviewed after approximately twenty (*****) business days to ensure that a payment has not been returned or disputed by a customer or the customers banking institution. Then, manual processes are initiated to close out prior to processing the refund.
  

  Upon further review, we found that Ms. ******* contacted us on August 19, 2024, to inquire about an overpayment on her account. After looking into this matter, it was confirmed that she overpaid by $40.77, and a refund was owed. Due to Conn's filing for bankruptcy, Ms. ******** refund is pending as we are waiting for the response from the bankruptcy court on how to proceed.
  

  Conn values ********** as our customer and appreciates her bringing her concerns to our attention.
  

  Sincerely,  
  
  Customer Relations 
  ********************************************* 

• Initial Complaint

  Date:08/14/2024

  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 purchased some items and it was to be 12 months no interest. I have paid 10 months of payments and then last month right before they announced that they were going to be going out of business they added interest to my account. However the amount that they are now charging is more than double and I have asked 3 times for the amount of interest being charged to be sent to me and I am still waiting. When you talk with customer service they say that they cannot get that information. I want to pay this off but I do not feel that the amount of interest that they have charged is correct. If it is then they are charging 150% interest. This company has been a nightmare from day one and it does not surprise me that they are failing. I have already paid $2400 on a $4671.65 loan and now they are saying I still owe $4459.32.

  Business Response

  Date: 08/23/2024

  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 made a purchase with us, which included a 12-month no-interest promotion. However, she noticed last month that her balance had increased, and interest had been charged to her account; and
  2. She is requesting a billing adjustment.
  
  Our investigation reveals that:
  1. On June 3, 2024, a late fee was applied to Ms. ******** account because her May monthly payment was not received on time. This caused her cash option promotion to be voided and interest to be added to her account, as stated in the terms and conditions of her signed contract and cash option page; and
  2. We cannot honor Ms. ******* request to authorize a billing adjustment.
  

  According to our records, on October 24, 2023, Ms. ****** purchased a ******* smart gas range and a ******* side-by-side refrigerator on invoice ********. It has been verified that Ms. ****** signed a 34-month Retail Installment Contract, agreeing to pay the minimum monthly payment of $125.02, due on the 24th of every month. We confirmed that Ms. ****** elected to pick up her appliances from her local Conns store on October 28, 2023.
  

  Ms. ******* account included ******************************* deferred-interest financing promotion (cash-option) as described on the Cash Option Addendum Page of her signed documents (attached with this response). Under the terms of the cash option, the account will not accrue any finance charges if all scheduled monthly payments are paid within ten (10) days of the due date and the unpaid cash-option price is paid within ten (10) days of the expiration date of October 24, 2024 (i.e., final expire date of November 3, 2024). If the minimum monthly payment is not paid within ten (10) days of each due date and the total cash-option price is not paid within ten (10) days of the expiration date, the cash-option will be voided, and the original terms and conditions found in the Retail Installment Agreement will replace the cash-option addendum. If the cash option is voided, all payments made prior to default will be applied to the contract to pay finance charges and other amounts in accordance with the terms of the Retail Installment Agreement. Due to a late fee being assessed to Ms. ******* account on June 3, 2024, as her payment for the month of May was not received on time, her cash option was voided. This led to interest being added to her account, as outlined in the terms of her signed contract and cash option addendum page.
  

  We investigated Ms. ******* concerns and found that she contacted us on August 7, 2024, to inquire about the balance of her account. Ms. ****** mentioned that the total balance owed had increased. Ms. ****** was educated on her account and contract terms and informed that the promotion (cash option) on her account had been voided due to late fees being assessed to her account on June 3, 2024, and August 3, 2024. As a result, interest was now assessed to the account.

  At this time, we cannot honor Ms. ******* request to authorize a billing adjustment. It has been confirmed that Ms. ******* cash option was voided on June 3, 2024, due to a late fee being applied to her account. As outlined in the terms of her signed contract and cash option addendum page, interest was added to her account. As of August 22, 2024, Ms. ******* account payoff is $2439.60.
  

  We have included all supporting documentation in our response, which includes her signed documentation and account payment history.
  

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

  Sincerely,
  

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

• Initial Complaint

  Date:08/14/2024

  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.

  I purchased a one seat recliner, and a three seater recliner sofa (where the two end seats recline) in march 2024. The single recliner - I did not purchase extended warranty. The 3 seater I did. The left side of my recliner SOFA is no longer working. I reached out to conns they directed me to the manufacturer. The manufacturer says I have to go through CONNS for the service, what they would do is provide the replacement part after conns goes out.Conns then said oh. Contact assurant Assurant tells me I have to go through conns. I have called 4 times been on hold over an hour and a half collectively and nobody can help.I reached out to conns on FB and they flat out told me they cant do anything to help me because theyre going out of business.I refuse to pay or be penalized for not paying if I have a defective item they refuse to ****** one seater recliner is lopsided when closed because it was c*** material and needless to say they wont even hear about that one because I did not purchase extended warranty on it as if it mattered because the one I DID purchase it on they still refuse to help.

  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. She has contacted us several times for service on her recliner and reclining sofa. However, she has not been able to get assistance, and
  2. She is requesting a billing adjustment and/or an exchange.
  
  Our investigation reveals that:
  1. Ms. ******** contacted us on August 8, 2024, and requested service on her Onyx P2 recliner and reclining sofa. She was advised that we would not be able to service the recliner as ************* did not cover it, and we were working to reestablish service for her covered reclining sofa.
  2. Although we cannot authorize a replacement or billing adjustment for Ms. ********** request, we are ready to provide service for the Onyx P2 reclining sofa under the 36-month ************* Plan. Since we are going out of business, we no longer conduct inspections or repairs on items that are not covered by *************. Any repairs needed for non-covered items would be the responsibility of the consumer.
  
  Our records indicate that Ms. ******** placed an online order for a Man Wah Onyx P2 reclining sofa with a 36-month ************* Plan on March 15, 2024, under invoice number ********. The delivery of Ms. ********** reclining sofa was confirmed for March 18, 2024.
  Additionally, Ms. ******** placed a second online order on March 20, 2024, detailed on invoice ********. The recliner was delivered to Ms. ******** on March 25, 2024.This order included a Man Wah Onyx P2 recliner with a one-year limited manufacturer's warranty where the ************* coverage was not purchased.
  

  We investigated Ms. ********** concerns and discovered that she reached out to us on August 8, 2024, regarding service for her Onyx P2 recliner and reclining sofa. During that time ************* services were halted but have since resumed.
  For customers that have purchased Furituregard Plan. Service Options are available.
  
  Here are the ways you can contact the **************************** to start a claim -
  
  Call Conns ************ at ************ and press option 3
  Call the **************************** directly at ************ Go to **********************
  
  This is for FurnitureGard-covered repairs only, which pertains to Ms. ******** reclining sofa but not the recliner.
  

  Sincerely,
  

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

• Initial Complaint

  Date:08/14/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 purchased two sofas in January 2022. I also purchased insurance and an extended warranty good until January 2025. These sofas are motorized, charging capabilities and blue tooth speakers capable. First 1 stopped working and I filed a claim. I had an appointment for it to be repaired but that was abruptly canceled with no explanation. Ive spent hours on the phone and online trying to resolve it but no one can tell me when or if they will be repairing my sofa. I contacted the insurance company (number given to me by Conns) and was told that they have no record of me having insurance with them. So Ive been paying for something that I do not have. Since this started my other sofa has stopped working but I am unable to file a claim on it.

  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:
  After she reached out for service on her sofa, we scheduled an appointment for the repairs. Unfortunately, the appointment was canceled without providing any explanation; and
  She is requesting a replacement.
  
  Our investigation reveals that:
  An appointment had been set for August 5, 2024, to complete repairs on Ms. ********* reclining sofa, initially scheduled on July 17, 2024. Regrettably, due to our filing for bankruptcy, we were unable to carry out the service request, leading to its cancellation; and
  While we are unable to authorize a replacement for Ms. ********* request, we are prepared to proceed with repairs. After establishing the furniture service provider, we will promptly arrange an appointment to complete the necessary repairs.
  

  According to our records, on January 16, 2022, Ms. ******* purchased a *********************** reclining sofa and console loveseat, both with a 36-month Furnituregard Plan on invoice ********. We confirmed that Ms.******** furniture was delivered on January 30, 2022.
  

  Our investigation into Ms. ********* concerns revealed that she reached out on May 14, 2024, regarding electrical issues with her Optima reclining sofa. A technician inspected the sofa and ordered the necessary parts. An appointment was set for the technician to install these parts at Ms. ********* home on August 5, 2024. However, due to unforeseen circumstances leading to our bankruptcy, we were unable to fulfill the service request, resulting in its cancellation.
  

  At this time, we cannot honor Ms. ******** request to authorize a replacement. We are in the process of setting up a furniture service provider and will contact Ms. ******* with an update once the new process has been established.
  

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

  Sincerely,  
  

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

  Customer Answer

  Date: 08/27/2024

  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.  
  
  This response is what they have been telling me for over a month now.  Ive called that number numerous times since beginning this process only to be told call back in 7 days which Ive done. Meanwhile I still have couches that do not work.  My husband has had several hip surgeries and needs to be able to recline and is unable to do so. My warranty terms were repair or replace. Since they cant seem to repair in a timely matter then they should replace it!
  
  
  Regards,
  
  
   
  

  Business Response

  Date: 08/28/2024

  At this time, we cannot authorize a replacement. She can reach out to our **************************** at ************ or file a claim online at **********************.

  Customer Answer

  Date: 09/04/2024

  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.  
  

  i called the number provided and was told - by an automated system - to go the the mentioned website to file a claim. When I clicked on a new claim it went a page that says no results found. I will attempt to attache a photo of that page. 
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 09/05/2024

  Thank you for the opportunity to respond to Ms. ********* additional comments. We have verified that both the FurnitureGard contact number ***************), and website **********************************;are active and available to take service request.

  The quickest and easiest way to setup a furniture claim is using the online claim. However, if Ms. ******************* to call the FurnitureGard contact number, please be sure to listen to the full menu options to speak with a representative. 

  Customer Answer

  Date: 09/18/2024

  [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 to be satisfactory as long as the appointments are not canceled.  
  Thank you
  
  
   
  

• Initial Complaint

  Date:08/11/2024

  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.

  I went to Conn's store in ****************, ** to purchase 2 bunkie boards on July 28, 2024 - 1 twin size and 1 full size. I had help from 3 people for this transaction have the paid receipt and pick up slip in hand. They said it would take 2 to 5 days for the items to arrive from the warehouse in *******, **************. It has now been two weeks. I have called 3 times. 1st time (Saturday after purchase), I was told it would be there on Monday or Tuesday. I called Tuesday was told it was not there and should be there Thursday. Waited til the following Monday to call due to storm. Was told on this 3rd call that they did not know where my items were - could be in the warehouse, could be on a truck, but was definitely not in their store for pick up. At this point, I feel like the store has no communication with their warehouse, no communication with their customers (as they said they would call me, but didn't). I found the warehouse location and even tried calling them, got no answer, left a message on their machine, and still have not received any news or calls.

  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 28, 2024, she purchased two bunkie boards and has been calling to inquire about the status of her order. However, she still has not received a response; and
  2. She is requesting her merchandise.
  
  Our investigation reveals that:
  1. Since Ms. ************ purchase, we have made several attempts to local the items for transfer but were unsuccessful as inventory is moving fast.
  2. Ms. ********** order has now been completed.
  

  Our records indicate that on July 28, 2024, Ms. ********** purchased a twin bunkie board and a full bunkie board under invoice number ********. It was confirmed that she chose to pick up her bunkie boards from her local Conns store, and she was notified that they would be available within the next few days.
  

  Since filing her complaint Ms. ********** has been in contact with her local store. She was provided the floor model boards to complete her order to which she is now satisfied.
  

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

  Sincerely,
  

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

• Initial Complaint

  Date:08/09/2024

  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.

  I purchased a MacBook Pro from the Staples Connss roughly Dec 2022. I paid an additional $700 for insurance. About 5 months later the laptop broke and Conns sent it out for repair. The laptop got lost and was just found March 2024. I continued to pay on my credit for about 6 months but then refused to pay anything else until Conns either gave me a refund or a replacement laptop. It is now Sept. 2024 and conns still has not given me a refund or a repaired laptop and they are filing bankruptcy. Conns was able to collect $2400 and destroy my. Credit without ever giving me any product.

  Business Response

  Date: 08/23/2024

  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 purchased a MacBook in December 2022, which stopped functioning within five months. Therefore, the unit was sent to Conns service, where it was lost but eventually located in March 2024. Despite this, she has been denied a refund or repair for the MacBook; and
  2. She is requesting a refund.
  
  Our investigation reveals that:
  1. In November 2021, Ms. ******* purchased an Apple MacBook Pro. When contacted about her account's delinquency on August 24, 2023, she stated that her MacBook was functioning correctly. A settlement offer for her account and a service number to arrange a service call for her MacBook were extended, but she declined both. On December 30, 2023, Ms. ******* reached out again, stating she had returned her MacBook to her local Conns store. She was notified that she was beyond the Return & Exchange period, had not received an approved return authorization for initiating a return, and her MacBook was now deemed abandoned unclaimed merchandise; and
  2. We cannot honor Ms. ******** request to authorize a refund.
  

  According to our records, on November 27, 2021, Ms. ******* purchased an Apple MacBook Pro M1 with a 37-month ************** Agreement with Accident Damage on invoice ********. It was verified that Ms. ******* signed a 36-month Retail Installment Contract, agreeing to pay the minimum monthly payment of $127.41, due on the 11th of every month. We show that Ms. ******* elected to pick up (take) her MacBook Pro from her local Conns HomePlus store.
  

  Ms. ******** account included a ******************************* deferred-interest financing promotion (cash-option) as described on the Cash Option Addendum Page of her signed documents (attached with this response). Under the terms of the cash option, the account will not accrue any finance charges if all scheduled monthly payments are paid within ten (10) days of the due date and the unpaid cash-option price is paid within ten (10) days of the expiration date of December 11, 2022 (i.e., final expire date of December 21, 2022). If the minimum monthly payment is not paid within ten (10) days of each due date and the total cash-option price is not paid within ten (10) days of the expiration date, the cash-option will be voided, and the original terms and conditions found in the Retail Installment Agreement will replace the cash-option addendum. If the cash option is voided, all payments made prior to default will be applied to the contract to pay finance charges and other amounts in accordance with the terms of the Retail Installment Agreement. However, it was discovered that Ms. ******** cash option was voided due to a late fee being assessed to her account on September 21, 2022, due to her monthly payment not being received in a timely manner. As a result, interest was added to her account, as outlined in the terms and conditions of her signed contract and cash option addendum page.
  

  We investigated Ms. ******** concerns and found that we contacted her on August 24, 2023, regarding her account being delinquent. During this time, Ms. ******* mentioned that she was in a bad place with everything; her MacBook was broken, and she could not work without it. Ms. ******* was provided with a settlement offer to bring her account current and advised that she could contact Conns service at ************** to set up a service appointment to have her MacBook assessed. However, Ms. ******* declined the settlement offer and declined to submit a service call.
  

  Upon further review, it was discovered that we reached back out to Ms. ******* regarding the status of her account being past due on December 16, 2023, but the attempt was unsuccessful. On December 30, 2023, Ms. ******* reported that she returned her MacBook to her local Conns HomePlus store. Ms. ******* was informed that she was outside of the Return & Exchange timeframe and that there were no service calls on file or incident tickets in the system. Additionally, Ms. ******* was informed she did not obtain approval for a return authorization and that leaving her MacBook at her local Conns store would cause the unit to be considered abandoned and unclaimed merchandise. Furthermore, it was determined that Ms. ******** account was fully charged off due to non-payment on December 31, 2023.
  

  At this time, we are unable to fulfill Ms. ******** request to authorize an exchange. We have no service calls on file, and it was reported that Ms. ******* abandoned her MacBook at her local Conns store. Due to non-payment, Ms. ********* account was charged off on December 31, 2023.
  

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

  Sincerely,
  

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

• Initial Complaint

  Date:08/08/2024

  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.

  Purchased ** French Door Refrigerator from Conns on July 7, 2022 for $3,499.99 and included an **************** Contract for $559.99 (plus tax for both items). On May 4, 2024, reported leak from water filter housing and a technician came out May 6, 2024. The technician ordered a part and returned on May 13, 2024 to complete the repairs. The leak did not ***** although we changed filters multiple times (only using OEM filters). Contacted Conns again and scheduled an appointment for July 25, 2024. The morning of the appointment, received a text message from ***** with Conns service" and stated their system was down and dispatchers would reach out to reschedule. Never heard from Conns again. Contacted Conns ************ at ************ on August ****** and was told to call ************. Was told there was no number to call, so requested a supervisor. Staff would not connect to supervisor, then instructed to call ************. This number led back to the same exact original employee that answered the first number, who also refused to transfer to a supervisor and advised to call the second number again, then transferred and dump the call on that number. Employee at that number also refused access to a supervisor. No one at Conns would connect me to someone who could reschedule repair appointment or allow me to complain to a supervisor.

  Business Response

  Date: 08/23/2024

  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:
  He reached out for service and was scheduled for an inspection on July 25, 2024. However, on the morning of the appointment, he received a call informing him that due to system outages, his appointment needed to be rescheduled. Since then, he has not received any further communication from us; and
  He is requesting an exchange.
  
  Our investigation reveals that:
  On July 22, 2024, we received a report of *** ******** refrigerator leaking and making a loud noise. We scheduled an inspection for July 25, 2024. Due to unforeseen circumstances, we were unable to carry out the service request, resulting in its cancellation. We attempted to contact *** ******* to advise that factory-authorized technician would handle all future service needs, but our call attempts were unsuccessful; and
  We cannot honor *** ******** request to authorize an exchange.
  

  According to our records, on July 7, 2022, *** ******* placed an online order and purchased an ** French-door refrigerator with a 48-month ************** Agreement on invoice ********. We confirmed that *** ******** refrigerator was delivered on July 10, 2022.
  

  We investigated *** ******** concerns and service history and found the following:
  

  April 30, 2024- we were contacted and informed that *** ******** refrigerator was making a loud noise, not making ice, and leaking water. On May 6, 2024, the technician inspected *** ******** refrigerator, completed a test cycle, and found that the filter head assembly was defective. On May 13, 2024, the technician returned to *** ******** residence and installed a new filter head. Once the parts were installed, the technician tested *** ******** refrigerator and found the unit to be functioning correctly.
  June 22, 2024- we were advised that *** ******** refrigerator was making a loud noise and leaking water. Conn's no longer offers repair services as we are going out of business and have filed for bankruptcy. The Chapter ********************************** place during the court proceedings. Therefore, ******************** request was canceled. We tried to inform *** ******* on July 25, 2024, July 30, 2024, and July 31, 2024, to advise him of the current situation and that all future service needs would be handled directly through a factory-authorized technician. However, our attempts to reach *** ******* were unsuccessful.
  

  At this time, we cannot honor *** ******** request to authorize an exchange. ********** may contact our service department at ************** to schedule service with a factory-authorized technician.  Once the unit has been assessed, the service provider will be able to determine what further action is required.
  

  Conns values *** ******* as our customer and appreciates him for bringing his concerns to our attention.
  

  Sincerely,  
  

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

  Customer Answer

  Date: 08/26/2024

  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.  
  
  Their claims are false - they never attempted to reschedule as they said they would, and did not attempt to contact me. I triple-checked for voicemails, missed calls and text messages but received nothing from them. I called ALL the phone numbers they gave me and was literally transferred in circles, sometimes getting the EXACT SAME AGENT WHO BEGAN THE TRANSFERS!

  Also, are they saying that they will connect me to a factory-authorized technician that will charge me for the repairs?? Unacceptable. 
  

   
  Regards,
  
  ******* *******
   

  
  

  Business Response

  Date: 08/28/2024

  At this time, we cannot honor Mr. ******** request to authorize an exchange. Mr. ******* may contact our service department at ************** to schedule service with a factory-authorized technician.  Once the unit has been assessed, the service provider will be able to determine what further action is required. 

  Customer Answer

  Date: 09/04/2024

  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.  
  
  I will NOT repeat the insanity of trying to call Conn's only to be transferred around and never helped - AGAIN. Conn's can actually make an effort to contact me like they lied and said they did in their first response!
  Regards,
  
  
   
  

  Business Response

  Date: 09/05/2024

  The service department is currently active and accepting service request for all covered products. If Mr. ******* is still in need of service, he may contact the service department at ************** to setup an inspection. Once the unit has been assessed, the service provider will be able to determine what further action is required. 

  Customer Answer

  Date: 09/29/2024

  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.  
  
  NO! The business MUST contact me to schedule repairing what they've already assessed. I have tried and tried to contact them to get them to do as they are contractually obligated but they refused to assist me REPEATEDLY and transferred me around over and over. They have NEVER responded to me or called as they said they would, so I finally had to get BBB involved. They can do SOMETHING to attempt to take care of the customer! This is exactly why their business failed.
  
  Regards,
  
  
   
  

  Business Response

  Date: 09/30/2024

  Currently, we are unable to offer service as our ****************** has closed. However; customers who purchased the ************** Agreement extended warranty plan may contact the ******************* at ************** & press option 3 to schedule service with Assurant.
  
  
  
  
  

  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.  
  
  I am tired of repeating myself - the basis of this complaint is that I tried that repeatedly! Whoever is responding to my complaint can reach out to whomever can help me at whichever company and get them to contact me. I'm not going to keep getting bounced around. Take action to take care of the customer!

  Regards,
  
  
   

  
  

  Business Response

  Date: 10/02/2024

  Conn's is no longer offering service and do not have access to review service request. Mr. ******* will need to contact the ******************* at ************** & press option 3 to schedule service with Assurant to schedule a service appointment. We cannot proceed further.

  Customer Answer

  Date: 10/02/2024

  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.  
  
  Conn's had someone responding to these complaints so Conn's has someone that can reach out to Assurant and have them contact me since I spent way too much of my time doing exactly as they stated and got nothing but the run-around. Had it been as simple as they stated, I never would have filled a complaint. DO THE RIGHT THING!
  
  Regards,
  
  
   
  

  Business Response

  Date: 10/02/2024

   Mr. ******* will need to contact the ******************* at ************** & press option 3 to schedule service with Assurant to schedule a service appointment. We cannot proceed further.

  Customer Answer

  Date: 10/09/2024

  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.  
  
  The business will need to do something useful and not just keep replying and saying they can't make a phone call . I'm not going to accept that. 

   
  Regards,
  
  
   

  
  

  Business Response

  Date: 10/09/2024

  We cannot proceed further. Mr. ******* will need to contact the ******************* at ************** & press option 3 to schedule service with Assurant.

  Customer Answer

  Date: 10/09/2024

  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.  
  
  Copying and pasting your refusal to assist me will not result in me accepting your response. DO SOMETHING! I'm not sure how many ways I can explain that I've done what you suggested and been transferred around, not received return calls, etc. 
  
  Regards,
  
  
   
  

  Business Response

  Date: 10/10/2024

  We are unable to proceed any further with Mr. ********* request. Conn's ****************** had closed and we do not have access to the ************** platform to setup a service request. 

  For customers who purchased the ************** Agreement extended warranty plan may contact the ******************* at ************** to schedule service with Assurant. ******** is currently the warranty administrator for the ************** Agreement and will be the point of contact for all service needs.
  

  
  

  Customer Answer

  Date: 10/10/2024

  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.  
  
  And yet they have staff available to respond to my complaint repeatedly without actually doing anything! Repeating instructions that I've already attempted will not result in me closing this complaint. Do something helpful as I've reasonably requested multiple times and that's all it will take to be able to say you helped one of the customers who put money in your bank account.
  
  Regards,
  
  
   
  

  Business Response

  Date: 10/16/2024

  Mr. ******* has been made aware how to set up a service call on numerous occasions. We cannot proceed any further.

  Customer Answer

  Date: 10/16/2024

  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.  
  
  The business has been made aware that Mr. ******* has attempted their suggestion and not gotten any assistance. The business must prices farther to close this complaint. The business can get someone to call me to set up my repairs as all of my calls have been unsuccessful.
  
  Regards,
  
  
   
  

• Initial Complaint

  Date:08/08/2024

  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.

  Ordered an item in may 2024 and told conns *** i needed my due date on a certain day of the month due to when i get paid. i was told it wasn't a problem and could be changed once the item was delivered and i receive 1st bill. I have been trying to change my due date for the past 3 months with no resolve. every time i call im told i have to make a payment before due date change can be done. i make the payment and they still dont change the due date. i have spoken to management and wrote cooperate but still getting no help. my account is not late at all. i get paid on the 1st of the month and need due date changed from the 15th of the month close to the 1st as possible. this is a terrible business to spend money with. wish i had did better research on this company before buying from them. TERRIBLE customer service.

  Business Response

  Date: 08/23/2024

  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:
  In May, he made a purchase with us and requested that his payment due date align with his payday. He has been trying to change the due date for months but has not received any assistance; and
  He is requesting to have his due date changed.
  
  Our investigation reveals that:
  On May 16th, Mr. ********* placed an online order and was sent his contract for review before providing his signature, agreeing to all terms of his purchase, including the monthly payment due on the 15th. He initially contacted us on June 17th, requesting a due date change to July 1st. Unfortunately, he was informed that we could only extend his due date by 10 days. This request was denied because Mr. ********** account was less than 45 days old; and
  As a goodwill gesture, we have updated Mr. ********** due date to the 25th of each month.
  

  According to our records, on May 16, 2024, Mr. ********* placed an online order and purchased **************** Timecutter 42in 22HP Z-Turn riding lawn mower, which came with a limited manufacturers warranty. It has been verified that Mr. ********* signed a 36-month Promissory Note and Security Agreement, agreeing to pay the minimum monthly payment of $187.96, due on the 15th of every month.  On May 17, 2024, Mr. ********** lawn mower was received in good condition.
  

  We investigated Mr. *********** concerns and discovered that he reached out to us on June 17, 2024, unhappy with his payment due date of the 15th, and requested a change to the 1st of July. Regrettably,we informed Mr. ********* that postponing his payment to July 1st was not possible, but we could attempt to extend the due date by ten days. This request was promptly submitted on his behalf. On July 18, 2024, the request was denied due to Mr. *********** account being less than 45 days old.
  

  Upon further review, it was determined that Mr. ********* reached out on July *******, requesting a change to his due date to the 25th of each month. He was informed that his request was denied because his account had been active for less than 45 days. Mr. ********* contacted us again on August 8, 2024, with a similar request. At that time, he was advised that a payment on his account was necessary before the request could be processed. However, Mr. ********* declined to make the payment.
  

  Since receiving Mr. ********** complaint, we have agreed to honor his request to update his monthly due date to the 25th of each month.
  

  Conns values Mr. ********* as our customer and appreciates him for bringing his concerns to our attention.
  

  Sincerely,  
  

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

• Initial Complaint

  Date:08/08/2024

  Type:Order 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.

  7/12/2024 Purchased washer and dryer set. Washer stopped working within a few days. Contacted Conns to return per the contract have 30 days to return and just have to pay restocking fee. They are refusing to pick up stating they are going out of business and that I have to stick with the broken washer and still pay on the appliances. I want to return the faulty appliances as they do not work and per contract states I have 30 days to return.

  Business Response

  Date: 08/20/2024

  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 12, 2024, she purchased a washer and dryer, but the washer stopped working within days. She contacted us to request a return but was informed that under the current circumstances, we could not accept a return; and
  2. She is requesting to have her contract canceled and have her washer and dryer picked up and returned.
  
  Our investigation reveals that:
  
  1. On July 29, 2024, Ms. ********** contacted us to request the return of her washer and dryer. Unfortunately, due to unforeseen circumstances, we informed her that we could not accept the return. On August 9, 2024, she contacted us again to request service on her washer. We advised her that Conn's no longer offers repair services and that her washer is covered by the limited one-year manufacturers warranty. We suggested that she contact ** directly to schedule an appointment to have the washer inspected; and
  2. We are unable to honor Ms. *********** request to authorize a return. Her washer and dryer are still under the one-year manufacturer's warranty, and she may contact the manufacturer directly for an inspection of her appliances.
  

  According to our records, on July 12, 2024, Ms. ********** placed an online order and purchased a GE Profile front-load washer and Profile high-efficiency electric dryer, both came with a limited 1-year manufacturers warranty on invoice ********. We confirmed that Ms. *********** appliances were delivered on July 13, 2024.
  

  We investigated Ms. *********** concerns and found that she contacted us on July 29, 2024 (16 days) after receiving delivery. Ms. ********** indicated that she wanted to have her appliances returned. Due to the current circumstances, we are going out of business and have filed for bankruptcy. The Chapter ********************************** place during the court proceedings. As a result, we are no longer accepting returns or exchanges.
  

  Upon further review, we found that Ms. ********** contacted us again on August 9, 2024, requesting service on her washer. Unfortunately, Conn's no longer offers repair services as we are going out of business. Therefore, we advised Ms. ********** that her washer was under its one-year manufacturer's warranty and that she could arrange an inspection by calling ** directly at ************ or set up a service appointment online at ********************************************************************.
  

  At this time, we cannot honor Ms. *********** request to authorize a return and void her contract. In her complaint, she mentioned that her washer had stopped working. However, the unit would not have met the qualifications for a return, as all returns must be in new working condition. Ms. *********** washer is still within her one-year limited manufacturers warranty. Ms. ********** may contact ** directly to set up a service appointment to have the washer inspected.
  

  Sincerely,
  
  Customer Relations
  *********************************************