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:08/06/2024

  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 bought a Washer at Conn's HomePlus. Got it financed for 12 months Intrested free. I'm ok with that financing. After contract was signed and they failed to provide me a copy in person. Sale person stated I'd be getting one by email. I haven't gotten any emails to this date. I created an online account that's how I can see my balanc.Well it also shows extra add-ons fee over 300 dollars for warranty service. Which I called to cancel warranty. I did sign and submitted a form fir warranty cancelation. I have 30 days to do so .After contacting Conn's through phone calls and emails they keep ignoring this matter .Nothing has been done on canceling the warranty service. Bad customer service. I refused on paying this extra fee that I have not Intrested on and I did summit paperwork within 1st week of purchasing the washer.

  Business Response

  Date: 08/20/2024

  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 requested to cancel the warranty on his account and was advised to allow up to 30 days for the cancellation to be processed. However, after several calls and emails regarding the status of the cancellation, (we) Conn's has ignored his concerns.; and
  2. He is requesting a billing adjustment.
  
  Our investigation reveals that:
  
  1. On July 3, 2024, Mr. ***** requested to have the 48-month ************** Agreement he purchased on his washer canceled. He was provided with a Service Agreement Cancellation Request and was informed to allow up to 30 days for the cancellation to be processed. On July 18, 2024, Mr. ***** reached back out to us requesting a copy of his invoice and contract, which he was promptly provided via email that same day; and
  2. As of August 13, 2024, Mr. ****** 48-month ************** Agreement has been canceled, and a credit of $368.04 was applied to his Conns account.
  

  According to our records, on July 1, 2024, Mr. ***** purchased an ** high-efficiency top-load washer with a 48-month ************** Agreement on invoice ********. We confirmed that Mr. ****** washer was delivered on July 2, 2024.
  

  We investigated Mr. ****** concerns and found that he contacted us on July 3, 2024, and requested to cancel the previously purchased ************** Agreement. As requested, we emailed him a Service Agreement Cancellation form to ******************* We advised him to allow up to 30 days to process the cancellation once his signed form had been received.
  

  Upon further review, we found that Mr. ***** contacted us again on August 11, 2024, regarding the status of his warranty cancellation. On August 14, 2024, Mr. ***** was informed that the 48-month ************** Agreement on his washer had been canceled on August 13, 2024. Also, he was told that a credit of $368.04 had been processed to his Conns account.
  

  We appreciate Mr. ***** for bringing his concerns to our attention. It has been verified that Mr. ****** 48-month ************** Agreement was successfully canceled at his request, and a credit of $368.04 was applied to his Conns account with an effective date of July 1, 2024. We have included all supporting documentation in our response.
  

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

• Initial Complaint

  Date:08/06/2024

  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.

  Date of the Transaction: 5/11/2024 Amount of money paid to business: $2471.65 What the business committed to providing for me: I was told I would get my money back in a few days on June 14th, 2024 for a cancelled order that was never received. I did not get this money. The several times I have spoke with someone, I am told the matter would be looked in to and I would be contacted. As far as I can tell, this matter has not been looked in to because they will not contact me, as promised.The nature of the dispute: I was told I would get my refund for cancelled order (did not receive item) in a few days, nearly two months ago. Business is not communicative of when/if I will eventually be getting my money and business is going out of business, so I am worried time is running out. Whether the business has tried to resolve this problem: Not to my knowledge. If there is, they have not contacted me.

  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, ********** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.?? 
  
  Mr. ******* stated in the complaint:
  On June 14, 2024, he was informed that he would receive his refund within a couple of days after he canceled his purchase. However, as of yet, no refund has been received; and
  He is requesting a refund.
  
  Our investigation reveals that:
  
  On June 9, 2024, we received a request from Mr. ******* to cancel his purchase. We confirmed that a request to cancel Mr. ******** invoice was submitted, and a refund to his original payment method was initiated. However, it was later discovered that the refund was rejected. We were informed not to issue a refund in-store and to process a check refund instead; and
  Mr. ******** refund is pending as we are waiting for the bankruptcy court's response on how to proceed.
  
  According to our records, on May 11, 2024, Mr. ******* purchased a Man *** ****** P2 living room set on invoice ********. The set consisted of an LSF recliner, a storage console loveseat, and an RSF recliner, all with a 36-month Furnituregard Plan. We confirmed that Mr. ******* elected to have his furniture delivered.
  

  Upon investigating Mr. ********* concerns, we confirmed that the delivery department was aware of his cancellation request. Mr. ******* informed us he had made an alternative purchase of a living room set from a different company. Therefore, we processed the cancellation and initiated a refund to his original payment method,MasterCard. However, our processor rejected the refund issued to his **********, and we were informed that we could not initiate the refund in-store. As a result, we requested a refund via check. Our records indicate that Mr. ********* refund of $2471.65 was processed on August 8, 2024. However,due to Conns filing for bankruptcy, Mr. ******** refund is pending as we are waiting for the bankruptcy court's response on how to proceed.
  

  Conn values Mr. ******* as our customer and appreciates him bringing his concerns to our attention. We apologize for the inconvenience he has encountered.
  

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

  Customer Answer

  Date: 08/31/2024

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

  No update or effort to resolve the issue has been made. Obviously, receiving my refund for an item I never owned would resolve this issue but Conn's is still refusing to execute this.

  
  Regards,
  

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

  Business Response

  Date: 09/03/2024

  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.

  Customer Answer

  Date: 09/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this reply would not resolve my complaint.  
  
  Company refused to resolve their theft.
  
  Regards,
  
  ******* *******
   
  

  Business Response

  Date: 09/10/2024

  Unfortunately, due to Conns going out of business and filing bankruptcy, we are unable to process refunds at this time. The Chapter ********************************** place during the court proceedings.
  
  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.
  
  

  Customer Answer

  Date: 09/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this reply did not resolve my complaint.  
  
  There was still no effort to fix issue and the phone number and emails provided in business' reply did not have any answers.
  
  Regards,
  
  ******* *******

  Business Response

  Date: 09/27/2024

  Unfortunately, due to Conns going out of business and filing bankruptcy, we are unable to process refunds at this time. The Chapter ********************************** place during the court proceedings.

  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 response would not resolve my complaint.  
  

  Still did not get promised refund.

  Regards,
  
  ******* *******
   

  
  

  Business Response

  Date: 10/02/2024

  The Chapter ********************************** place during the court proceedings. There is no one to escalate this to who can make a different decision, as we are under the rule of the judge presiding over the case. 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.
  
  

  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 response would not resolve my complaint.  
  

  Money was stolen from me. I was told I would get it in June and several times since then. Now, they keep telling me to contact **** but **** says they have nothing to do with refunds and to contact Conn's. Since I have been lied to by this company so many times, I have no faith that I will get my stolen money once their bankruptcy affairs are in order.
  
  Regards,
  
  ******* *******
   

  
  

  Business Response

  Date: 10/04/2024

  Mr. ******* has been provided with the bankruptcy information. There is no one to escalate this to who can make a different decision, as we are under the rule of the judge presiding over the case. 

• Initial Complaint

  Date:08/04/2024

  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.

  The details are uploaded below in a copy of a letter to the CEO of Conn's. There is so much more to the story, but I don't want to wear you out reading it all. I was never told that the credit they promised me would expire. I am just asking for the credit. I lost the battle on getting a refund.

  Business Response

  Date: 08/23/2024

  Conns HomePlus (Conns) appreciates the opportunity to respond to Mrs. ****** 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, Mrs. ***** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??
  
  Mrs. ***** stated in the complaint:
  1. She was issued a credit to initiate an exchange on her range but was never informed that the credit would expire; and
  2. She is requesting store credit.
  
  Our investigation reveals that:
  
  1. On September 1, 2021, Mrs. ***** received approval for an exchange to replace her electric range. She tried to initiate the exchange but could not find a suitable replacement that met her expectations. As a result, she requested a refund. However, the approval for Mrs. ******* exchange was processed according to her manufacturer's warranty, which only covered the cost of replacement, not a refund. She was notified that a refund could not be issued, but her exchange remained valid as long as the warranty was in effect; and
  2. We are unable to fulfill Mrs. ******* request for a store credit. She received an exchange for her electric range on September 1, 2021. The appliance is now out of warranty coverage, as the limited 1-year manufacturer's warranty expired on May 27, 2022.
  

  According to our records, on May 26, 2021, Mrs. ***** purchased a GE slide-in electric range that came with a limited 1-year manufacturers warranty on invoice ********. We confirmed that Mrs. ****** range was delivered on May 27, 2021, in good condition.
  

  We investigated Mrs. ****** concerns and found that she contacted us on August 10, 2021. Mrs. ***** mentioned that her range was not functioning correctly. On August 17, 2021, the technician inspected Mrs. ****** electric range and found the unit was not working. He also noted that a heavy object had been dropped on the range display, causing it to crack. He explained to Mrs. ***** that the display would need to be replaced before we could work on the unit, as one of the components underneath the display needed to be replaced. Mrs. ***** mentioned that she had already purchased the part from ** and would look for someone to install the display. Before leaving Mrs. ****** residence, he advised her that the induction, control, and main board needed to be replaced, and he would submit a part order and was subject to return on August 25, 2021, to install the parts. After the parts were installed on August 25, 2021, the wire harness had shorted, and as a result, it was recommended that the main board and wire harness be replaced. Unfortunately, we were informed that the wire harness needed was no longer available. Therefore, an exchange request was submitted and approved on September 1, 2021. We confirmed that Mrs. ***** was contacted and advised of her exchange approval. She was informed that she had a credit of $1597 plus tax to reselect a new range. However, when Mrs. ***** visited her local Conns HomePlus store to take advantage of her exchange, she was unable to find an electric range that met her expectations. Therefore, Mrs. ***** requested a refund. Mrs. ***** was informed that her exchange approval was processed under the terms and conditions of her manufacturers warranty, which covered the cost of a replacement and not a refund. She was also educated that she had not elected to purchase additional coverage *************** Agreement) through Conns HomePlus store to explore other options.
  

  Upon further review, we found that Mrs. ***** contacted us on July 28, 2023, to inquire if the credit she was previously issued was still available. On August 4, 2023, we attempted to contact Mrs. ***** regarding her concerns, but our attempt was unsuccessful. Therefore, an email was sent to ************** that same day, advising Mrs. ***** that her exchange was approved in September 2021 and that the exchange approval and warranty on her electric range had since expired.
  
  Prior to receiving Mrs. ****** complaint, we found that she contacted us on July 13, 2024, requesting to use the credit that was previously issued. We see that incident ticket ******* was created to investigate her concerns further. Again, we attempted to contact Mrs. ***** to address her concerns, but the attempt was unsuccessful. As a result, an email was sent to ************** on July 14, 2024, advising that her exchange had been approved in September 2021 and that the exchange and warranty on the electric range had expired. Therefore, we could not reinstate or honor the exchange.
  
  At this time, we cannot honor Mrs. ****** request to authorize a store credit. Mrs. ***** was informed of her exchange. Unfortunately, she failed to initiate the exchange while the unit was covered by the manufacturers warranty. As of May 27, 2022, the exchange approval and manufacturers warranty on Mrs. ****** electric range expired.
  
  
  Sincerely,
  
  Customer Relations
  *********************************************

• Initial Complaint

  Date:08/02/2024

  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 bought a ** profile all in one back in Aug 2023. It was $1999 + tax. I opted for the 12 mo same as cash deal. I picked up the combo on 8-2-23, first payment was made vis telephone on 8-18-23. At that time, I asked the **** how much I needed to pay per month in order to meet the 12 mo. same as cash offer. They told me 200/mo. with the final payment being 8-15-24. I set it up to auto draft from my account and with the first payment of $111 made over the phone, I have made 10 payments of $200 with the last one made on 7-15-24. Doing simple math shows I've paid $2100 as of July 2024 and when the 'last' payment is made on 9-1-24, this combo should be paid off with some money left over.I get an email on 7-31-24 informing me that Conns is closing and they filed for ch.11 bankruptcy protection. I go online and check my account and it said i owe over $853.00. I called and reached someone in ***** and they told me I lost my promotional offer on July 1st, 2024...how convenient. I was told to contact customer service at ************. That number goes to a call center in the *********** and you get the same thing. I asked for a conns *** that is in the **** and all they could do is .are me ***eat the same info/ conversation I had previously on 7-31-24. They then said they would contact someone to get ahold of me about it, then ended the call.Come on Conns....a little **** help here? I've been true to you and upheld my end of the deal.

  Business Response

  Date: 08/20/2024

  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. After receiving an email regarding the closure of Conns, checked his account through the online portal and discovered that his balance had increased. Therefore, he contacted us and was informed that his promotional offer had expired; and
  2. He is requesting a billing adjustment.
  
  Our investigation reveals that:
  1. On July 31, 2024, Mr. ****** contacted us to inquire about his account balance and was informed that it was $858.83 at that time. He was also reminded of his account and contract terms and informed that his cash option had expired on July 25, 2024. As a result, his cash option was void, and interest was not added to his account, in accordance with the terms of his signed contract and the cash option addendum page; and
  2. We cannot honor Mr. ******* request to authorize a billing adjustment.
  

  According to our records, on July 1, 2023, Mr. ****** purchased a GE ultrafast laundry combo on invoice ********. It has been verified that Mr. ****** signed a 34-month Promissory Note and Security Agreement, agreeing to pay the minimum monthly payment of $111.99 due on the 15th of every month. It was confirmed that Mr. ****** chose to pick up his appliance from his local Conns HomePlus store on August 1, 2023.
  

  Mr. ******* 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 July 15, 2024 (i.e., final expire date of July 25, 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 promissory note and security 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 Promissory Note and Security Agreement. However, it was discovered that Mr. ******* cash option was voided due to the total cash option price of $2352.86 not fulfilled by her expiration date of July 25, 2024.
  

  We investigated Mr. ******* concerns and found that he contacted us on July 31, 2024, to inquire about the balance on his account, which was $858.83 at the time. Mr. ****** was informed that his no-interest promotion had expired on July 25, 2024. As a result, interest had been added to his account, as outlined in the terms of his signed contract and cash option addendum page.
  

  At this time, we cannot honor Mr. ******* request to authorize a billing adjustment. Upon reviewing Mr. ******* account, it was verified that he made payments totaling $2111.99. This amount is $240.87 less than the total cash option price of $2352.86, which was necessary to fulfill the terms of his cash option agreement. Due to Mr. ******* total cash option price not being met, the cash option was void, and interest was applied to the account. As of now, Mr. ******** total payoff balance stands at $705.76.
  

  Conns HomePlus values Mr. ****** as a customer and appreciates him for bringing his concerns to our attention. We have included all supporting documentation in our response, including a copy of his signed documents and account payment history.
  
  
  Sincerely,
  
  Customer Relations
  *********************************************

  Customer Answer

  Date: 08/20/2024

  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.  
  
  Yes, this contract was signed in July, 2023. I actually did not order the item until I went into the store on 7-23-23. Because of logistics within your company, the item was not available until the END of July, 2023. The item was not delivered until I was notified the 1st of August, 2023. I went to the ********, ***** store and took delivery of the item in the store on 8-2-23. BEFORE I signed the electronic document on the associate;s tablet, I specifically stated that it was already August and I would have a payment due on 15 August, and i had just got the item (a GE all in one washer/dryer combo) and that i wasnt keen on the idea of having already wasted a month on waiting to take possesion of the item. The associate told me that the terms, ie the 12 months same as cash didnt start until i signed for the item, ie delivered or picked up (took possession) We also discussed the payment date and, after she made a phone call to whomever, stated that the payments would actually start in Sept, 2023. The records that Conns provided here to the BBB even reflect that and show the payment history. The payment history they have reflects exactly what I said in my complaint. 

  So, what I have learned from this is that:

  1) Conns associates either told me a lie to get the deal, or Conns is not honoring the deal. The associate assured me that the cvontract didnbt start until I took delivery of the item. According to that, The 12 months was not up until Sept 2024 (with that being said- as of Today, 8-20-24, Conns has recieved $2311.00 from me- as per what I was told in order to meet the 12 months same as cash deal, and according to what I was initally told back when this started and my 12 months same as cash deal would be up in Sept of this year-next month- I will have paid Conns $2511.00.)  

  2) Conns has submitted paper work to this BBB complaint that doesnt reflect the 12 months same as cash deal- their payment record on me is set up to show they have been taking interest from me every month and this is why It is not going to be paid off when my offer of 12 months same as cash was made to me when I PICKED UP MY ITEM IN AUGUST OF 2024...NOT JULY.

  3) The associate that did all of the paperwork on this deal to begin with back in July and August of 2023 and also the same associate that assured me of WHEN my payments and 12 months Same as cash deal would actually start (SEPT 2023) no longer works for your company because of your going out of business, BUT, she is still in contact with me and is willing to submit testimony in a court of law to the effect of my claim and that it is true and correct.

  4) IF you do not honor my 12 months same as cash according to my original delivery date, and payment start date of SEPT 2024, than after the SEPT 2024 automatic payment is made in honor of the agreement made by your legal representative, your assossiate that SOLD me the item and according to what she told me after talking on the phone to whomever she spoke with back then, I WILL BE STOPPING ALL AUTOMATIC PAYMENTS TO YOU AND I WILL SEE YOU IN COURT TO SEEK LEGAL REMEDY AND RELIEF. 

  5) You have your records and so do I. Its a shame that you are going out of business but maybe one has to wonder why- folks like me that did honor our good faith in paying end up on the short end of the stick.

  6) All this could have been avoided had you worked with me when I REACHED OUT FIRST, When I recieved the email from you about going out of business, an email dated JULY 23, 2024. I reached out to you then, and got a call center in *****- they couldnt give me ANY answers, they couldnt even answer basic questions and the only answer they could give is 'you owe us'. Their excuse was 'we just collect money'- Yes, they said that, I have the whole conversations recorded. I reached out again, to another **************** number given to me by a local Conns Associate- that time I reached the ***********. They had the same routine. When I asked for someone in *****************, they assured me that they would note my account and have someone call me. THAT CALL NEVER CAME.

  7) ALL of this could have been avoided had you realized that 1) Yes I did apply for credit and sign up on July 1, 2023, but 2) I didnt actually go into the store and order anythng until 23 July, 2023 and 3) I didnt take possession of the item until 8-2-23.

  8) Even though I presented myself as Mr. ******* ******, and you acknowledged that- you still refer to me in this communication as 'her'. That speaks volumes about comprehension and awareness.

   

  
  Regards,
  
  
   

  
  

  Business Response

  Date: 08/21/2024

  At this time, we cannot honor Mr. ******* request to authorize a billing adjustment. Upon reviewing Mr. ******* account, it was verified that he made payments totaling $2111.99. This amount is $240.87 less than the total cash option price of $2352.86, which was necessary to fulfill the terms of his cash option agreement. Due to Mr. ******* total cash option price not being met, the cash option was void, and interest was applied to the account. As of now, Mr. ******** total payoff balance stands at $705.76.

  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.  
  

  There again, the vendor proves my point-

  Yes, this contract was signed in July, 2023. I actually did not order the item until I went into the store on 7-23-23. Because of logistics within your company, the item was not available until the END of July, 2023. The item was not delivered until I was notified the 1st of August, 2023. I went to the ********, Texas store and took delivery of the item in the store on 8-2-23.

  According to the vendor's policy- the terms did not start until I picked up the item. I picked the item up in the store on 8-2-23. That means, according to their associate's own verbal conformation at that time, it was according to Conn's policy- the terms, and 12 month same as cash didnt start until that date- my payments even reflect that.

  So even when I opened up this complaint with BBB, my 12 months Same as Cash offer should have been valid, until 9-15-24. My first payment date was 9-15-2023. and so the 12 months same as cash didnt start untill then. But your call centers have continued to delay me with the excuse you stated here, and that date has now passed. 

  So by 8-15-24 you were paid $2300 - thats the earliest my 12 months same as cash should have ended, because i didnt accept the item until 8-2-23 and my first payment was 8-15-23. 

  On the 15th of this month 9-15-24 you will automatically get another ****** per agreement that made with me by your call center back on 9-18-23 when they told me I needed to pay 200 per month in order to meet that 12 months same as cash deal. When that automatic payment is made on the 15th of this month, that will be the last payment you will recieve from me and i will have paid you back $2500.00 within that 'supposed to be, was told to me, 12 months same as cash. $2500 is well above even what I OWED on per that agreement.

  my bank records of payment dates will reflect my position and my due diligence. So will you records and dates.

  for some reason your 12 months same as cash offer does not coincide with when an item is picked up, nor when the first payment is due. and your records and mine reflect that 

  No wonder you are bankrupt. You should not treat customers this way that not only paid their loan back, but paid on time every time, and you ran a word game on a 12th month same as cash 'deal'

  its as if you built a bussiness on PLANNING for folks not to meet that offer and you did word play and assurance to set them up to NOT meet that offer

  on 9-16-24 any and all automatic payments to you will cease.

  If you do not want to accept this. I will see you in court.

  Regards,
  
  
   

  Business Response

  Date: 09/05/2024

  We are unable to honor Mr. ******* request to authorize a billing adjustment. Mr. ****** total cash option price was not met, which caused the cash option was void, and interest was applied to the account. As of now, Mr. ******** total payoff balance stands at $705.76.

  Customer Answer

  Date: 09/23/2024

  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.  

  
  They keep replying with a canned response even on here in these replies

  I'll stop those payments today and deal with them in court.

   

  
  Regards,
  
  ******* Rogers 
   

  
  

  Business Response

  Date: 09/25/2024

  Again, we are unable to honor Mr. ******* request to authorize a billing adjustment. Mr. ******* total cash option price was not met, which caused the cash option was void, and interest was applied to the account. Mr. ****** signed contract started on the date of purchase, not the date the items were picked or from the date of the first payment. Additionally, Mr. ****** first payment was approved for goodwill due date change since the items were picked up late. However, the cash option date does not change and would remain valid until the expiration date on the contract he was provided.

  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.  
  
  I've already stopped the recurring payments at my bank. I'll see you in court.
  
  Regards,
  
  
   
  

  Business Response

  Date: 10/01/2024

  We appreciate Mr. ****** for bringing his concerns to our attention.  Mr. ******* account and payments will remain active as listed under the terms on the contract. If he has any additional question or concerns, he may contact us at **************.

  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.  
  

  Your records reflect my account as if I never has a 12 months same as cash offer, which is total bunk.

  You even tried to say I was given a one time delayed payment ***** on the first payment. Which is also total bunk. My argument for that is clearly stated in my initial complaint and all of my responses.

  Good luck on this. And yes I have already stopped any further automatic payments from my bank account. Please, *** ME, and let's get this in front of a judge where you can also be held liable in a court of law. 

  Again, good luck on your bankruptcy, and I'm sorry to see Conns go under because of false promises, lies, and tactics like they have used in my case.

  I am done with this complaint involving the Better Business Bureau, and have no further replies to give. Legal remedy will be my next step as I already have an attorney interview next week about this matter.

  
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 10/02/2024

  We appreciate Mr. ****** for bringing his concerns to our attention.  Mr. ******* account and payments will remain active as listed under the terms on the contract. If he has any additional question or concerns, he may contact us at **************.

  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 the issue.

  Oh I can promise you, those payments from me are NO LONGER ACTIVE. I canceled them at my bank, after the same as cash promotion that was discussed with me in the store before i signed for the item, and the same 'same as cash deal payment amout monthly thay was told to me by your associates that accepted my first payment over the phone and they are the one that then told what i needed to pay in order to meet that same as cash 12 monthly payment obligation and by meeting that criteria i have met that ********************************************************* Sept of 2024. THERE WILL NO ***** BE ANY ACJ PAYMENTS FROM ME, so good luck with that while you go out of business and go through bankruptcy. 

  I no longer wish to get replies from Conns through the BBB complaint process, and i will never click 'I agree with any reaponse Conns replies with.
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 10/02/2024

  We appreciate Mr. ****** for bringing his concerns to our attention. We considered this matter as closed as he has requested no further communication.  The account and payments will remain active as listed under the terms on the contract. If Mr. ***** has any additional question or concerns, he may contact us at **************.

• Initial Complaint

  Date:08/01/2024

  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.

  Conns. I purchased a refrigerator in October of 2023 and the ice maker hasnt drop ice since Dec. Conns repair man has been out 3 times until I finally was told its the water filter. Conns store said its the manufacturer problem. After going back and forth with them I purchased a water filter. Now I cant get it put on with out paying someone to do that. Im a invalid and live alone. I needed a ice making refrigerator thats why I purchased it . Now its August and still have no ice or help. I will never buy anything from Conns. They are a bunch of Conn Artists!!!

  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, ********* may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at *******************************?? 
  
  Ms. ****** stated in the complaint:
  
  In October 2023, she purchased a refrigerator. However, since December, the unit has not been producing ice. After contacting us, she had three service technicians out who suggested that it was the filter;
  She is requesting a repair.
  
  Our investigation reveals that:
  We have two complete service calls on file for Ms. ******* During the last inspection, the technician determined that the filter needed to be replaced. Ms. ****** has been informed that the filter is not covered by the warranty and would be an out-of-pocket expense. On August 1, 2024, Ms. ****** contacted us again, but due to the current circumstances, we could not fulfill her service request;
  Ms. ****** may contact us at ************** to have our service team schedule a service appointment with a factory-authorized service provider to inspect her refrigerator.
  

  According to our records, on October 13, 2023, Ms. ****** placed an online order and purchased a ******* side-by-side refrigerator along with a 24-month ************** Agreement on invoice ********* Our records indicate that Ms. ****** chose to finance her refrigerator through our third-party finance company, American First Finance.On October 21, 2023, the refrigerator was delivered to Ms. ****** in good condition.
  

  We investigated Ms. ******* concerns and service history and found:
  

  May 7, 2024- we received a report that Ms. ******* refrigerator was not producing ice. Although Ms. ****** was initially scheduled to have her refrigerator inspected on May 23, 2024, she requested to have her appointment rescheduled. Finally, on May 31, 2024, the technician inspected Ms. ******* refrigerator and found that the unit was frozen. The technician was able to defrost the refrigerator, and once that was complete, Ms. ******* refrigerator was found to be working properly with no leaks detected. Additionally, the technician reset the ice maker.
  June 24, 2024- Ms. ****** reported that her ice maker had stopped functioning. A technician inspected her refrigerator on July 4, 2024, and determined that a new filter was necessary. However, on July 15, 2024, a representative from ********************** (***) reached out to us on behalf of Ms. ****** concerning the need for a replacement water filter for her refrigerator. We informed the representative about the service protocol and clarified that the filter was not covered by the warranty and that the cost of the replacement filter would be an out-of-pocket expense.
  August 1, 2024Ms. ****** contacted us again, stating that her refrigerator was leaking water. Conn's no longer offers or provides service/repairs. We are going out of business and filed for bankruptcy. The Chapter ********************************** place during the court proceedings. We are under the rule of the judge presiding over the case. As a result, we could not dispatch a Conns service technician to evaluate her refrigerator, and her service request was canceled.
  

  Although we are unable to schedule an appointment with a Conns service technician, Ms. ****** can contact us at ************** to have our service team schedule a service appointment with a factory-authorized service provider to inspect her refrigerator. Once the unit has been assessed, the service provider will be able to determine what next step is needed.
  

  Conns HomePlus values Ms. ****** as a customer and appreciates her for bringing her concerns to our attention.
  
  Sincerely,  
  
  Customer Relations 
  ********************************************* 

• Initial Complaint

  Date:08/01/2024

  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 purchased a refrigerator from Conns in May. It stopped working two weeks ago. The technician that was supposed to come out to see whats wrong called and cancelled the appointment the day of service. I want my refrigerator replaced due to Conns going out of business and their failure to rectify this situation prior to going out of business. This is ridiculous to have a new appliance stop working completely two months after the purchase was made. Ive never seen a company behave in such an unprofessional and dilatory way after doing business with them.

  Business Response

  Date: 08/20/2024

  Conns HomePlus (Conns) appreciates the opportunity to respond to Mrs. ****** 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, Mrs. ***** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??
  
  Mrs. ***** stated in the complaint:
  
  1. She purchased a refrigerator in May, but it stopped working two weeks ago. She contacted us for service, but the appointment was canceled; and
  2. She is requesting an exchange.
  
  Our investigation reveals that:
  1. On July 22, 2024, we received notification that her refrigerator was not cooling. An inspection was initially scheduled for July 25, 2024, but due to unforeseen circumstances, we were unable to carry out the service request, resulting in its cancellation. We made an attempt to reach out on July 26, 2024, to inform her that the refrigerator was still under the manufacturer's warranty and that she could directly contact them to arrange an appointment, but the attempt was unsuccessful; and
  2. Although we cannot honor Mrs. ****** request to authorize an exchange, she can Frigidaire directly to arrange an appointment to have her refrigerator inspected.
  

  According to our records, Mrs. ****** concern is regarding a purchase related to ****** *****. We show that on May 18, 2024, *** ***** purchased a Frigidaire top-mount refrigerator with a 48-month ************** Agreement on invoice ********. We confirmed that *** ****** refrigerator was delivered on May 20, 2024.
  

  Upon investigating Mrs. ****** concerns, it was determined that we were contacted on July 22, 2024. It was reported that *** ****** refrigerator was not cooling. Conn's no longer offers repair services as we are going out of business and filed for bankruptcy. The Chapter ********************************** place during the court proceedings. Therefore, ******************* request was canceled. We tried to inform *** ***** on July 26, 2024, that his refrigerator is still under the manufacturer's warranty and that he could arrange an inspection by calling Frigidaire directly at **************, but we were unable to reach him.
  
  At this time, we cannot honor Mrs. ****** request to authorize an exchange. ********** refrigerator is still under its one-year manufacturers warranty. *** or Mrs. ***** may contact Frigidaire directly to set up a service appointment to have the refrigerator inspected.
  
  Conns HomePlus values Mrs. ***** as a customer and appreciates her for bringing her concerns to our attention.
  
  Sincerely,
  
  Customer Relations
  *********************************************

• Initial Complaint

  Date:07/30/2024

  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 a **** set that WAS in stock 7/21. The sales manager and sales guy REITERATED to check all pieces before the delivery team left and to refuse any that were not working properly. The delivery was scheduled for the next day. OF COURSE, the sofas recliner was not working properly and getting snagged on something; it did not decline properly. It was also ripped on the leg rest. I refused that piece and they took it back. The love seat was not assembled correctly and left wobbly. I rescheduled a delivery for 7/30 (as I was going out of town the next day). Delivery team shows up 7/30 with the SAME defective piece with the SAME rip in the foot rest. They brought the same couch out that was refused the first time. I refused again. Cannot get any assistance from the delivery contact at *****************. I spoke with two different agents and was told all they could do was have a new one delivered. I still have not heard from them. I called the store and spoke with a sales manager who states Conns has gone bankrupt and the sofa is not in stock and will not be in the future. He says he has no idea how to help me and will have someone call me tomorrow. I am paying over $7k via financing and $500 down for something I do not have in my possession and have had no solution from Conns.

  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. ***** *** contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at *******************************??
  
  Ms. ***** stated in the complaint:
  1. On July 21, 2024, the customer purchased a **** from us. However, during delivery, it was discovered that the sofa was damaged and not functioning correctly. The customer refused the delivery of the damaged sofa. When we tried to deliver a new sofa, it was also refused because the customer thought it was the same defective piece. After speaking with several representatives, the customer was informed that the furniture piece was no longer available due to the current circumstances; and
  2. She is requesting a billing adjustment.
  
  Our investigation reveals that:
  1. On July 22, 2024, Ms. ***** took delivery of all items except the reclining sofa, which was found to have a manufacturer's defect. As a result, she rejected the piece, and her delivery was rescheduled. On July 30, 2024, a delivery attempt was made with a replacement sofa, but Ms. ***** declined it, suspecting it was the same sofa previously sent. Her delivery has been rescheduled once more; and
  2. Although we are unable to honor Ms. ****** request for a billing adjustment. We have confirmed that ***************** P2 reclining sofa was successfully delivered on August 2, 2024.
  

  According to our records, on July 21, 2024, Ms. ***** purchased a Man Wah Utopia P2 LAF recliner, RAF recliner, console, reclining sofa, and recliner on invoice ********* We confirmed that Ms. ***** elected to have her furniture delivered.
  

  We investigated Ms. ****** concerns and found on the day of her delivery on July 22, 2024, she received all items except for the Utopia P2 reclining sofa. It was discovered that the unit displayed a manufacturers defect. Therefore, the unit was refused and returned to the warehouse, and she was informed that her delivery to receive a new Utopia reclining sofa would be rescheduled. On July 30, 2024, the delivery team attempted to deliver ***************** reclining sofa, but she refused the sofa, stating that it was damaged and the same one that was previously sent out. Due to Ms. ****** refusal, her delivery was again rescheduled. On August 2, 2024, it was confirmed that ***************** reclining sofa was received in good condition, with no issues or damage being reported.
  

  At this time, we cannot honor Ms. ****** request to authorize a billing adjustment. We have provided all the necessary documentation to confirm the successful delivery of all furniture pieces to Ms. ****** As of August 21, 2024, we have no records of Ms. ***** reaching out to us regarding any issues with her Utopia P2 living room set.
  

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

  Sincerely,
  

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

• Initial Complaint

  Date:07/30/2024

  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.

  El 22 de ***** me present a una tienda conns, adquir un sectional sofa , * una cama para nios , el total que sali fue de ******* dlares incluido el deliver* de ****** * ******. No acept la cama de nios porque era diferente a lo que *o esperaba , el da 29 de ***** entr a conns en el internet * mir que el sof que adquir * la cama que haba rechazado ***** en ******** con el deliver* incluido * las taxes tambin , llame a customer service para reclamar porque Ami me haban cobrado ***** dlares ms * en 5 das los precios haban cambiado . Se comunicaron con el departamento de ventas en **** * dijeron que si que haban verificado el cambio de precios * que **** que ir ala tienda para que me Isieron un ajuste de precio .hable con un respresentante de la tienda * dijo que su manager se comunic con un departamento para que me igualaran el precio al , precio que estaba en lnea *a , * le contestaron con que no podan darme ms ********* porque *a la orden **** un ********* aplicado . Llame a customer service * habl con ****** pedi hablar con un manager * me dijo que no haba ningn manager disponible para hablar con migo que un manager llamado Jarren le haba dicho que me iba a llamar para hablar con migo , pero la verdad es que no creo lo que conns me dice cuando dicen que me van a regresar la llamada . Necesito que me igualen el precio . Porque no es justo que otra gente pague menos dinero por lo mismo que *o compr .

   

  Translation:

  On Jul* 22 I went to a conns store, I purchased a sectional sofa, and a children's bed, the total that came out was ******* dollars including deliver* of ****** and ******. I did not accept the children's bed because it was different from what I expected. On Jul* 29, I went to conns on the internet and I saw that the sofa that I purchased and the bed that I had rejected cost ******** with deliver* included and taxes too. I called customer service to complain because Ami had charged me $***** more and in 5 da*s the prices had changed. The* contacted the online sales department and the* said *es, the* had verified the price change and that I had to go to the store to get a price adjustment. I spoke to a store representative and the* said that their manager contacted with a department so the* could match the price to the price that was alread* online, and the* replied that the* couldn't give me more discount because the order alread* had a discount applied. I called customer service and spoke with ******, I asked to speak to a manager and he told me that there was no manager available to talk to me, that a manager named Jarren had told him that he was going to call me to talk to me, but the truth is that he wasn't. I believe what conns tells me when the* sa* the* are going to call me back. I need a price match. Because it's not fair that other people pa* less mone* for the same thing I bought.

  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:
  1. After completing his purchase, he visited our website and noticed that the sofa's price had been lowered. He reached out to us, asking for a price adjustment. However, he was informed that we could not offer the price reduction, as his purchase had already benefited from a previously applied discount; and
  2. He is requesting an exchange or a price match.
  
  Our investigation reveals that:
  1. Mr. ***** reached out on July 30, 2024, observing a price drop for the sofa he bought and seeking 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 Mr. ***** order. In addition, Prices were reduced as a part of our liquidation to sale inventory while they last.
  2. We are unable to honor Mr. ****** request to authorize an exchange or initiate a billing adjustment.
  

  According to our records, on July 20, 2024, Mr. ***** purchased an *********************** ******* *** chaise and *** sofa, a ************************** ****** 6-piece youth bedroom set, and twin/full metal slats on invoice ********. It has been verified that Mr. ***** used a promotional code (NDMRRWRF) at the time of his purchase to obtain 10% off his total purchase. Mr. ***** signed his invoice and Authorization Page acknowledging that he financed $3403.27 through **************. We confirmed that Ms. ***** elected to have his merchandise delivered.
  

  We investigated Mr. ****** concerns, we found that on the delivery day, July 22, 2024, he accepted the *********** chaise and LAF sofa for drop-off only, as he planned to relocate them. However, during the installation of the ****** youth bedroom set, the delivery team encountered an issue with the slats. Consequently, Mr. ***** declined the set, and it was returned to the warehouse. The records indicate that the ****** youth bedroom set was removed from his invoice. Due to Conn's bankruptcy proceedings, Mr. ******* credit of $1,433.13 is on hold pending guidance from the bankruptcy court.
  

  Regarding Mr. ***** request for a price match. Prior to Conns announcing our store were closing and prices have been reduced to liquated our current inventory. Mr. ***** reached out to us on July 30, 2024, to report a price drop for a sofa he had recently purchased, seeking a price adjustment. His request was denied.
  

  At this time, we cannot honor Mr. ****** request to authorize an exchange or a billing adjustment.
  

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

  Sincerely,
  

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

• Initial Complaint

  Date:07/30/2024

  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 11, 2024 I purchased an Empire recliner $799.99 eight service plan for $367.98 and an Empire floor model sofa, delivered for $199.99 on 7/16/2024. Since the delivery date, the recliner had been damaged, damaged to the point of sitting lopsided/uneven on the floor, and the stitching in the seat is coming out. I logged a service request on the day of delivery for the recliner and since then have been doing nothing but getting a runaround about the replacement. I had called numerous times every day to various numbers that has been provided to me to get no resolution on getting the recliner out of my house, picked up, a refund on the recliner sofa and service contract. I get transferred from various people in the *********** to areas of Conns home plus that cannot help me and refer me back to the same scenario of the phone numbers being transferred. They told me to go to the website and schedule service and you cannot schedule service because all of the calendars are grayed out. I understand *************** is filing bankruptcy. Im buried deep in stress and discouraged to the fact that I have made no headway from day one delivery on this furniture and getting it refunded and picked up and out of my house. Who wants to pay that kind of money for something that is broken. Your customer service representatives **** and in the ***********, I have no clue but to be nice on the phone and transfer you to someone who cant even help you or gives you the wrong information. I spent every day making phone calls that get me nowhere. I was a consumer. I paid cash for this set for my 96-year-old mother to have some comfort and it has given us nothing but sclerosis and stress high blood pressure. ******

  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. Since the delivery of her recliner, it has been damaged. She reached out for a replacement and was given the runaround. Despite numerous calls, no resolution has been reached. Therefore, she has requested that the recliner be picked up and returned; and
  2. She is requesting a refund.
  
  Our investigation reveals that:
  1. Ms. ******* signed the delivery receipt on July 16, 2024, confirming that she received her recliner and reclining sofa in good condition. The following day, she reported an issue with the recliner. We asked for images of the problem, and after receiving the photos, we tried to contact her but were unable to reach her. On July 23, 2024, Ms. ******* reached out again, requesting an exchange for her recliner. She was informed that her purchase, being floor model items, was not eligible for return or exchange. We proposed contacting the authorized service provider for an assessment of the recliner, which she declined; and
  2. Although we are unable to honor Ms. ******** request for a refund. We have confirmed that Ms. ******* has initiated an exchange and chose an Empire P1 recliner and reclining sofa, which was received in good condition on August 15, 2024.
  

  According to our records, on July 11, 2024, Ms. ******* acquired a Holland House Empire P1 recliner and a reclining sofa, each with a 36-month Furnituregard Plan, under invoice number ********. Upon signing the invoice, she acknowledged that she understood the Empire P1 recliner and reclining sofa were sold 'as is' floor models, with a strict no return or exchange policy. Delivery of Ms. ******** Empire recliner and sofa was confirmed on July 16, 2024.
  

  We investigated Ms. ******** concerns, and it was determined that she reached out to us on July 17, 2024, regarding a problem with her recliner. In response, an incident ticket was issued, and we requested photographs of the reported issue. Upon receiving and examining the photos provided by Ms. ******** we tried to contact her on July 20, 2024, to discuss the matter further; however, we were unable to connect with her. Consequently, we arranged for a service inspection by a factory-authorized technician. Regrettably, due to an overwhelming number of service inquiries, the initial service request for Ms. ******* was not accepted.
  

  Upon further review, we found that Ms. ******* contacted us again on July 23, 2024, with a request for the replacement of her recliner. Unfortunately, she was advised that her purchase consisted of floor models, which are not eligible for return or exchange. We offered to contact the authorized service provider to arrange an assessment of her recliner, an option she declined. It was also noted that Ms.
  ******* sought to cancel the 36-month Furnituregard Plans for her Empire P1 recliner and reclining sofa. The cancellation was successfully processed. Currently, Ms. **************** warranty cancellation refund of $393.74 is on hold due to Conn's bankruptcy proceedings, pending direction from the bankruptcy court.
  

  Conns values Ms. ******* as our customer and appreciates her for bringing her 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.  
  
  The response is unacceptable due to the research Conns Home Plus said happened! The furniture was delivered damaged, torn and broken! The warranty was purchased under the condition that it would cover damage up to 3 years! I was given a runaround to contact the manufacturer of the Furniture and then I was given false information about the warehouse being under construction! I have received no satisfaction in getting furniture that is undamaged not a floor model and also with the warranty that was provided under the condition that it was brand new unpackaged furniture that was being delivered. It is not my fault that youre filing bankruptcy and that you are unable to refund me the three-year warranty that was purchased ! All invoice items were purchased prior to the bankruptcy proceedings! And besides that the delivery men did not specify that we accepted the furniture as being used! Once again, every time you would call a number that was given to you for service The phone calls went to the *********** only to get more of a runaround! I feel condoms plus its a scam artist ripping people off, and false Advertising! This furniture was purchased brand new and I paid for brand new full price furniture only to get junk! I do not accept this resolution! And to top it off, the store manager in ********* Florida was a very nasty person when we spoke to him about a resolution! Again, giving us a huge runaround on a resolution! 
  
  Regards,
  
  
   
  

  Business Response

  Date: 08/28/2024

  We are unable to honor Ms. ********* request for a return or an exchange. Ms. ******* has been advised that her purchase consisted of floor models, which are not eligible for return or exchange. Prior to the bankruptcy filing, floor models and clearance items were excluded and still did not meet the qualifications for a return or exchange. As noted, we offered to contact the authorized service provider to arrange an assessment of her recliner, an option she declined.

  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.  
  
  The recliner was not a floor model. The recliner was delivered in a box pre-shrunk wrapping around it and was damaged on day of delivery.. Once again, you are making up a story you are getting wrong information and if you look back at all of the requests that I have made prior to the Better Business Bureau being involved, you will see that I made this an issue on day one. The recliner and the frustration and the stress and the aggravation of something that had been damaged when I paid full price, was not floor model. It was a brand new recliner out of the box delivered from the warehouse, unwrapped by your incompetent delivery personnel and jammed together. 
  

  Your research and your claims resolution department needs to investigate the situation further and then I will be satisfied with your solution. For now, I am Looking for a satisfaction on the recliner yes, purchased with a $400 warranty extended,  the sofa was a floor model, but the recliner was a delivered in a box with wrapping around it and damaged upon opening up the box and wrapping taken off. We were never told by the men to inspect it, and that would be our last opportunity to get a replacement. We were never told by anyone that that signature meant that we accepted it upon delivery. They came in, jammed it together, and almost certainly broke the sofa as well, And then immediately wanted the signature of a person accepting the delivery. 
  

  your ignorance in this matter is unacceptable and I refuse to accept any kind of negotiation because the recliner was damaged from day one and the hours spent on stress and frustration, and being transferred to the *********** to the warehouse to be told its under construction to all the other areas of your return policy, consumed a lot of my time and everyone else time and now my 96 year old mother has scoliosis from the issue of the recliner. 
  

  I am asking you to reevaluate the whole situation from looking at your customer service, call logs from day one on July 16 through current. Im so sorry now I did not look through yelp to find out how many dissatisfied people Conns has and how no resolution has been taken. Your bankruptcy proceedings did not occur on the July 16th. It occurred several days later and then now you are using that as a crutch or not refunding my money, returning the recliner or even assisting me in the hours and times spent in navigating your phone system and the process of getting a return.. Your furniture thats on sale because of your bankruptcy and closing the locations in *******, Is a poor excuse for your customer service and unfriendly staff should not be tolerated. We are the customer and we are right and for a store manager to tell us and screaming us on the phone and making accusations to us is uncalled for I have it all backed up on my phone. 
  
  Regards,

  ******** *******
  
  
   

  
  

  Business Response

  Date: 09/05/2024

  Thank you for the opportunity to respond to Ms. ******** additional comments. After reevaluating Ms. ******** claims, we were able to confirm that only the reclining sofa was a floor model and the recliner was a new factor seal model. Ms. ****** acknowledges receiving the recliner brand new out of the box and also acknowledges that the item was unwrapped during the delivery. She was allowed time to inspect all items and signed her delivery receipt accepting that they were received in good condition. As listed on the signed delivery receipt **Attention Customers ** By signing below you are agreeing that you have thoroughly inspected your merchandise for damage. An exchange or price concession will not be authorized for damage discovered after the delivery".
  
  We have reviewed Ms. ******** call history and verified that she first contact us to report an issue with the recliner the day after delivery (7/17/24). We requested that she provide us with photos which were received and reviewed alongside the photos taken during the delivery. As no damages were visible or reported at the time of the delivery, a return or exchange was denied. It is to be noted that the proper procedures were taken when elevating Ms. ******** damage claim. Before Conn's announced we were going out of business and filing bankruptcy, our standard practice was to set up a service request for furniture items that were accepted during delivery, but later reported an issue being found. We had previously offered Ms. ****** the option to set up a service inspection on the recliner, but she declined. ********** has since canceled the extended warranty and now only has a manufacturer's warranty. Conn's is no longer offering service on merchandise that are not covered under an extended warranty.
  
  At this time, we are unable to honor Ms. ********* request to return her items for a refund. All items were signed for an accepted at the time of the delivery without any issues being reported.  
  
  

  Customer Answer

  Date: 09/21/2024

  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. 
  

  Conns, is accusing me of lying! Your delivery men did not say anything about inspecting the furniture and the signature on the day of delivery was an agreement that determined I inspected the damaged furniture. Why would I have known it was damaged on delivery when it was put together incorrectly by jamming the back of the recliner on, by the delivery drivers and the seat tore at the stitching when the delivery drivers told us sign to accept delivery not inspect delivery. 2nd you did nothing to setup an appointment to come inspect the damage, all That was told to me was I had to call the manufacturer of the furniture, which was Holland furniture. Your attempts to assist me in making a service order to come out in inspect it was not refused. You never offered it. It took me numerous days and numerous hours on the phone to get a hold of someone that could possibly help me. I had even contacted a local store to our sales *** who sold us the furniture and I even have text messages from her giving me the wrong information that her manager told her to tell us. I did not refuse any service order for someone to come out to the house. All I was told is your warehouse was under construction only to find out that your filing for bankruptcy. 
  

  Do not put the blame on me, your refusal to make the situation better has been nothing but lies on your part to assist me. Your information, my ***eated phone calls to your customer service ***s in the ***********, My phone calls that were disconnected after being transferred, The hours spent in trying to get a person in ***************** to help, not logging My daily service request calls properly, cause a lot of stress, aggravation, and headaches, along with the duress of trying to get to the right CSR, your phone numbers that were on your website incorrect, and the warranty that was sold, and to this day not refunded of $390.00 is considered consumer fraud. 
  

  I realize I am not a business, and I cannot file bankruptcy over my situation, which might be minor in your frame of mine, but my frame of mine you have committed fraud. What was sold to me as brand new out of the warehouse box and damaged, And after paying full price, I found this Decision is very deceptive. 

  Regards,

  ******** *******
  
  
   

  
  

  Business Response

  Date: 09/23/2024

  At this time, we are unable to honor Ms. ********* request to return her items for a refund. All items were signed for an accepted at the time of the delivery without any issues being reported.  

• Initial Complaint

  Date:07/30/2024

  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 am writing to formally dispute a fraudulent account that has appeared on my credit report. I am a victim of identity theft, and I recently discovered this account was opened without my knowledge or consent. The details of the account are as follows:Creditor Name: CONN APPLIANCES *** Opened Date: 12/1/2018 Account Number: *********Higher Credit: $12,136.00 I have not opened this account and am a victim of identity theft. This fraudulent activity has severely impacted my credit score and financial standing. I request that the Better Business Bureau assist in resolving this matter by initiating an investigation and ensuring that this account is removed from my credit report.

  Business Response

  Date: 08/20/2024

  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 ******************************.??
  
  We appreciate the chance to address Mr. ********** concerns. Unfortunately, we could not find a purchase or account with the details provided in his complaint. Moreover, the phone number given is invalid, preventing us from contacting Mr. ******** by phone to gather more information. Nonetheless, we have reached out via email to ************************** requesting further details such as the telephone number, account number, and a credit report from one of the major credit bureaus to investigate his concerns thoroughly. Mr. ******** can reach us at **************, citing incident ticket 1704745.
  
  Conns HomePlus values Mr. ******** as a customer and appreciates him bringing his concerns to our attention.
  
  
  Sincerely,
  
  Customer Relations
  *********************************************