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

  11051 Northwest Fwy Houston, TX 77092-7311

• 

  Conn's Home Plus

  13337 Interstate 10 E Houston, TX 77015-5801

• 

  Conn's Home Plus

  2800 Broadway St Pearland, TX 77581-9502

• 

  Conn's Home Plus

  4465 N Expressway Ste 77-83 Brownsville, TX 78520-8491

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:07/29/2024

  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.

  Bought a tv a month ago and requested to get a repair. They canceled 2 repair request stating I need to go **** manufacture warranty. ******* told me to go thru conns. And back and forth. Cant get any answers just told to go thru each other with no solutions.

  Business Response

  Date: 08/13/2024

  Conns HomePlus (Conns) appreciates the opportunity to respond to Me. Williamss 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. A month ago, he purchased a television and recently requested service. However, two appointments were canceled, and now he is being told that he needs to contact the manufacturer for assistance. ******* is referring him back to us (Conns); and
  2. He is requesting an exchange.
  
  Our investigation reveals that:
  1. On July 3, 2024, and July 22, 2024, Mr. ******** contacted us for television service, reporting that there were lines displayed on the screen. We requested triage images of the television to assess and confirm that the screen was not displaying a cracked screen. Unfortunately, Mr. ******** failed to provide the requested documentation, which led to the cancellation of his service calls; and
  2. We cannot honor Mr. ********* request to authorize an exchange.
  

  According to our records, on June 18, 2024, Mr. ******** placed an online order and purchased a ******* 75 DU7200 *************** which came with a limited 1-year manufacturers warranty on invoice ********. We confirmed that ************************ was delivered on June 20, 2024.
  

  We investigated Mr. ********* concerns and found that he contacted us on July 3, 2024, stating that there were lines displayed on the TV screen. Mr. ******** was asked to provide us with triage photos of the alleged issue with his television. On July 8, 2024, and July 9, 2024, we attempted to contact Mr. ******** to obtain the photos of his television, but our attempts were unsuccessful. As a result of not reaching Mr. ******** and the requested documentation not being received, his service order was canceled. On July 22, 2024, a new service ticket was created for Mr. ******** to have his television inspected. Mr. ******** indicated that there were lines displayed on the TV screen. Again, triage images of his television were requested but not received. As a result, Mr. ******** was informed that his television was covered with a limited 1-year manufacturers warranty and that he could contact the manufacturer (*******) directly at ************** to set up a service call to have his television inspected.
  

  At this time, we cannot honor Mr. ********* request to authorize an exchange. Before an appointment with a technician could be scheduled, we requested triage images of his television to confirm if the unit displayed any damage, such as a cracked screen, and Mr. ******** failed to provide the requested documentation. Due to the current state, we are unable to schedule a Conn technician to physically assess the unit. Currently, Mr. ******** has the option to contact the manufacturer to set up a service call, or he may contact us again at ************** to schedule an appointment with Assurant.
  
  Conns HomePlus values Mr. ******** as a customer and appreciates them bringing their concerns to our attention.
  
  
  Sincerely,
  
  Customer Relations
  *********************************************

• Initial Complaint

  Date:07/29/2024

  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.

  I purchased a refrigerator with a extended warranty now they refuse to service the warranty on the refrigerator. The warranty is valid till July 2025 I have been calling for 6 days but they refuse to send a technician out to service. I have wasted days on the phone sent several emails only to be sent on wild goose chases given several times it would be give a appointment 24 hr 72 hr all lies sent to another company but I have no record at said company they even claim to own that company. Also another lie. Only to be given another wait of ********************************************************************************************* # that changes and they lie and say it was not submitted properly each time. I am at my end I just want a refund for fridge and warranty ( it will cost me more to get a new one now and to fix plus all the spoiled food ) than the money but I'm exhausted with the lies and hoops.

  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:
  
  She bought a refrigerator that came with a warranty and reached out to us for service. However, we have refused to send a technician out;
  She is requesting a refund.
  
  Our investigation reveals that:
  On July 29, 2024, Ms. ******** reached out for service on her refrigerator, which was not producing ice. Unfortunately, due to unforeseen circumstances, we were unable to dispatch a Conn's technician for the inspection, leading to the cancellation of her service request. We made an attempt to inform Ms. ******** on July 31, 2024, that all service issues would be managed by a factory-authorized service technician. However, we were unable to connect with her;
  Although we are unable to honor Ms. ******** request for a refund, she can contact us at ************** to have our service team schedule a service appointment with a factory-authorized service technician to inspect her refrigerator.
  

  According to our records, on July 16, 2021, Ms. ******* purchased a ******* French-door refrigerator with a 48-month ************** Agreement on invoice ********. We confirmed that Ms. ******** refrigerator was delivered on July 18, 2021.
  

  Upon investigating Ms. ********* concerns, it was determined that she reached out on July 29, 2024, about her refrigerator's inability to produce ice. Unfortunately, due to prevailing circumstances, we could not dispatch a Conns service technician to evaluate the appliance. As a result, ********************* request was canceled. We attempted to contact Ms. ******* on July 31, 2024, to notify her that her refrigerator required inspection and servicing by a factory-authorized service technician, but our call attempts were not successful.
  
  At this time, we cannot honor Ms. ******** request to authorize a refund. She may reach out to our service department at ************** to arrange a service appointment with Assurant.
  
  Conns HomePlus values Ms. ******* as a customer and appreciates her for bringing her concerns to our attention.
  
  Sincerely,  
  
  Customer Relations 
  ********************************************* 

• Initial Complaint

  Date:07/29/2024

  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.

  Purchsed refrigerator with approved financing on Jully *********** suppoes to be next day between 5pm to 8 ****** call stating truck broke down.On jully 27 called sales person who promised me he will check and get back. Never heard again.Called today to warehouse to find out that my ticket was cancelled.Called store and talked with Mr ********** told me that due to some bussines changes they can not honor the ******* option now to make a purchase without financing.Cant upload the invoice dont know how.If needed will fax it

  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. On July 25, 2024, he bought a refrigerator and was supposed to get it delivered the next day. However, the delivery truck broke down, and he was told that someone would contact him. Unfortunately, nobody reached out, and he later discovered that his order had been canceled;
  2. He has been informed that we are unable to proceed with the sale and that his only choice is to make another purchase without financing; and
  3. He is requesting to have his merchandise delivered.
  
  Our investigation reveals that:
  1. On July 26, 2024, Mr. ********* scheduled delivery was impacted by a truck accident, causing the delivery team to be unable to complete the delivery. Mr. ******* was promptly informed of the situation and advised that his delivery would be rescheduled. Upon unloading the merchandise from the truck, it was found that Mr. ********* refrigerator had been damaged;
  2. Upon learning about the damage to Mr. ******** refrigerator, the local Conns store canceled his invoice and issued a full credit. Unfortunately, unforeseen circumstances prevented them from honoring the sale and creating a new invoice under ************** financing; and
  3. We are unable to proceed with Mr. ******** delivery request as his purchase was canceled on July 26, 2024. A credit of $1396.40 has been processed to his ************** Account.
  

  According to our records, on July 25, 2024, Mr. ******* purchased an ** side-by-side refrigerator on invoice ********, which came with a limited 1-year manufacturers warranty. We confirmed that Mr. ******* elected to have his refrigerator delivered.
  

  We have investigated Mr. ******** concerns and determined that the scheduled delivery on July 26, 2024, was impacted by an accident involving the delivery truck. Consequently, we contacted Mr. ******* to inform him that the delivery truck had broken down, resulting in the inability of the delivery team to fulfill his delivery for that day. We assured him that his delivery appointment would be rescheduled. Mr. ******* expressed dissatisfaction and requested that the unit be delivered on the same day. We apologized for the inconvenience and informed him that the delivery would be rescheduled for the following day, July 27, 2024.
  

  Upon further review, it was discovered that when the delivery team was unloading the merchandise from the delivery truck that had previously broken down, Mr. ******** refrigerator sustained some damage. As a result of our findings, we notified Mr. ******** local Conns store. Later that day, on July 26, 2024, Mr. ******** invoice was canceled, and a credit of $1396.40 was processed to his ************** Account.
  

  At this time, we are unable to fulfill Mr. ********* request to complete his delivery. It has been confirmed that his invoice has been fully canceled. Unfortunately, unforeseen circumstances prevent us from honoring the sale and creating a new invoice under ************** financing.
  

  Conns HomePlus values Mr. ******* as a customer and appreciates him bringing his concerns to our attention.
  
  
  Sincerely,
  
  Customer Relations
  *********************************************

• Initial Complaint

  Date:07/29/2024

  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 had our backyard done and spoke with ******* ******. She was a representative that walked us though the process of having our backyard done. We were told that they (Conn's ) were going to take up our grass and weeds, put tarp down, and also replace with gravel. We were also told that the grass/weeds wouldn't come back due to the product the company was using. This was initially done 3/11/2024. A month later, we had weeds and grass poking back through. Now that it's July, it looks as if my yard was never professionally done. I would like a refund for a job that was not well done. I have tried to call ******* ****** at ************, but the number does not work. I have also sent her an email to which there has been no response.

  Business Response

  Date: 08/15/2024

  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 the installation of the artificial turf was completed, he encountered an issue with the turf lifting and weeds, as well as grass, emerging from underneath. He reached out to us for assistance but has yet to receive a response; and
  2. He is requesting a refund.
  
  Our investigation reveals that:
  
  1. On August 2, 2024, Mr. ***** contacted us to report an issue with the turf that was installed months earlier. Due to the current state, we were unable to file a warranty claim on his behalf. Therefore, Mr. ***** was informed to file a claim with the vendor at ************************; and
  2. We cannot honor Mr. ****** request to authorize a refund.
  

  According to our records, on February 19, 2024, Mr. ***** purchased artificial turf and installation on invoice ********. We confirmed that Mr. ****** installation was completed the following month.
  

  Mr. ******* contacted us on August 2, 2024, regarding a problem with his turf installation. Unfortunately, Conn's no longer offers or provides services for Home Improvement purchases. 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. At this time, we are unable to assist in this matter. Mr. ***** may reach out to the vendor, ************************, directly to see if they are willing to help.
  
  Sincerely,
  
  Customer Relations
  *********************************************

• Initial Complaint

  Date:07/29/2024

  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 am having issues getting an order I placed on the 19th delivered or even given a verified order date. By the way I placed this order online in your Stone Mountain GA Store because they did not have the refrigerator in ******** you can see below, it was to be delivered on 1: 07/22, 2: 7/24, and 3: 7/27. Note that nobody ever called to inform me that the order date was changing; I've called today to find that the order will not come today but on 07/30. This is unacceptable and not the way to run a business. If you cannot help me, please pass this along to who can! I am leaving town on July 29th. If my order is not here on or before that date, I wish to cancel it. I can be reached at :************.Note: As of today no call regarding delivery. Attached, Ive emailed all persons I could find with the company on linked in for assistance.***** **** Order #: ******** Placed: July 19, 2024 Delivery In-Progress Delivering to ************************************************* ************ Shipping Method Conn's Delivery Expected Delivery Date July 22, 2024 FRENCH DOOR REFRIG (SS)$2899.99 Qty: 1 36 Months Protection Plan $389.99 Buy it again |Write a review I BRAIDED THE WATER LINE $35.99 Qty: 1

  Business Response

  Date: 08/13/2024

  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 placed an online order on June 19, 2024, and has been attempting to receive her merchandise since then. Despite being given multiple delivery dates, she has been informed that the merchandise is not available; and
  2. She is requesting delivery and/or a billing adjustment.
  
  Our investigation reveals that:
  1. Ms. **** made an online order on July 19, 2024, with the original delivery date set for July 20, 2024. However, due to the route being over capacity, her delivery was rescheduled to July 24, 2024. Unfortunately, on the rescheduled delivery day, the delivery truck broke down, causing a further delay, and the delivery date was set for July 27, 2024. However, Ms. **** asked to reschedule the delivery from July 27, 2024, as she will not be available; and
  2. On July 29, 2024, we attempted to deliver Ms. ***** refrigerator, but she refused the unit. Due to her refusal, the refrigerator was returned, and a total credit of $3560.85 was processed to Ms. ***** Conns account.
  

  According to our records, on July 19, 2024, Ms. **** placed an online order and purchased a ******* French-door refrigerator with a 36-month ************** Agreement, waterline connection, and delivery on invoice ********. We confirmed that Ms. **** elected to have his refrigerator delivered.
  

  We investigated Ms. ***** concerns and found that she was initially scheduled to receive delivery on July 20, 2024. Due to the route being over capacity, her delivery was rescheduled to July 24, 2024. Unfortunately, on the rescheduled delivery day, the delivery truck broke down, causing a further delay, and the delivery date was set for July 27, 2024. However, Ms. **** asked to reschedule the delivery for July 27, 2024, as she will not be available. At her request, the delivery date was rescheduled to July 29, 2024.
  

  Upon further review, we have confirmed that the delivery team attempted to deliver Ms. ***** refrigerator on July 29, 2024. However, during the delivery, Ms. **** asked for her old refrigerator to be hauled away. Unfortunately, the haul-away service was not included in her purchase. Therefore, we could not fulfill her request to haul away the old unit. Upon being informed of this, Ms. **** refused the refrigerator and asked for her purchase to be canceled. The refrigerator has been returned to the warehouse and her invoice has been successfully canceled. A credit of $3560.85 has been processed to her Conns account.
  
  ********************************************* values Ms. **** as a customer and appreciates her bringing her concerns to our attention.
  
  
  Sincerely,
  
  Customer Relations
  *********************************************

• Initial Complaint

  Date:07/26/2024

  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 furniture from the Conn's in ****************, **. I paid a $200 delivery fee for the furniture to be delivered however I received a call the next day stating one of the pieces of furniture I received was damaged and it would be a month or 2 before I would receive the other part of the sectional. I informed them that this was unacceptable and they could come and get all the furniture pieces. The store manager **** agreed to refund the $200 delivery fee. The letter is attached. I contacted Conn's on a weekly basis regarding my refund and I was informed that the refunds are processed through another department and I would receive the refund within 2-4 weeks. I have since called which is now way beyond the two weeks and spoke with the lady who sold me the furniture and claimed to be a supervisor. She then stated that **** wasn't available and that they don't offer refunds. I contacted the corporate office last month. ******* stated she noted my complaint and provided ticket #*******. She stated I would receive a call within 24 hours. No one has contacted and I still have not received my refund. I want my $200 cash refund immediately.

  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. She was notified that one of her furniture items was damaged and would take about a month to become available. Consequently, she was told she would receive a $200 refund for the delivery charge. Despite contacting us multiple times about her refund, she was informed that we no longer provide refunds;
  2. She is requesting a refund.
  
  Our investigation reveals that:
  1. Ms. ***** was initially set to receive her delivery on May 31, 2024. However, due to the unavailability of one or more selected furniture pieces, her delivery was postponed. She received all her items except the ****** P2 recliner on June 2, 2024. For the inconvenience caused, Ms. ***** was offered and accepted a concession of $199.99 on her delivery. The ****** P2 recliner was delivered to Ms. ***** on June 7, 2024, and the delivery concession was successfully processed, with the $199.99 credit being applied to her Conns account;
  2. We are unable to honor Ms. ****** request to authorize a refund. It has been confirmed that Ms. ****** delivery concession was processed and applied to her Conns account ****7930, with an effective date of May 30, 2024.
  

  According to our records, on May 30, 2024, Ms. ***** purchased a Man *** ****** P2 living-room set on invoice ********. The set consisted of a recliner, LSF recliner, RSF recliner, storage console, and reclining sofa, all with a 36-month Furnituregard Plan. We show that Ms. ***** paid $2500 in cash and financed $2646.56 through Conns credit (YesMoney). We confirmed that Ms. ***** elected to have her living-room set delivered.
  

  We investigated Ms. ****** concerns and found that she was originally scheduled to receive delivery on May 31, 2024. Unfortunately, one or more items were out of stock, so her delivery was rescheduled for June 2, 2024. On the day of Ms. ****** delivery, she received all items in good condition except for the ****** P2 recliner. She was informed that the delivery of the ****** P2 recliner would need to be rescheduled. Due to the inconvenience that Ms. ***** encountered, she was offered and accepted a delivery concession of $199.99.
  

  Upon further review, it was confirmed that Ms. ****** ****** P2 recliner was successfully delivered on June 7, 2024. Additionally, it was confirmed that Ms. ****** concession was processed, and a credit of $199.99 was applied to her account with an effective date of May 30, 2024.
  
  On July 9, 2024, Ms. ***** contacted us, stating that she was promised reimbursement for her delivery fee due to facing some delivery issues. In response, an incident ticket was issued to examine Ms. ******* situation further. After reviewing her case, it was verified that the concession was granted and applied to her account.
  
  At this time, we cannot honor Ms. ****** request to authorize a refund. We have verified that the delivery concession of $199.99 was successfully processed and credited to her Conn's account ending in 7930. Enclosed is the supporting documentation to substantiate our conclusion.
  
  Conns HomePlus values Ms. ***** as a customer and appreciates her for bringing her concerns to our attention.
  
  
  Sincerely,
  
  Customer Relations
  *********************************************

• Initial Complaint

  Date:07/26/2024

  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 an item in the store for a certain price the sales *** told me that they could finance it for 0% interest. We did all this transaction through a tablet. When it was all set and done he gives me my paper work so I can pick up the item the next day in the factory. Weeks pass by and I get a receipt on the mail with a complete different amount of what the sales *** had mentioned. When I call customer service I find out that there is a $100 "administration fee" to finance the product and a $69 "asset protection home insurance" both of these charges that I had no idea about before leaving the store. Also the sales *** put a completely made up email on my account probably for me bot to be ***** to see the receipt or invoice until later date. This is a very unprofessional way to do business. In total I was expecting to pay $298 plus tax and now I have a bill for $478.77

  Business Response

  Date: 08/07/2024

  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 contacted customer service after receiving the receipt of his purchase in the mail and was informed that there was a $100 administrative fee and $69 for insurance. He alleged that he was not aware of the charges;
  2. He alleged that the sales associate had entered an incorrect email address on his account to prevent him from receiving the receipt or any information about his purchase; and
  3. He is requesting a billing adjustment.
  
  Our investigation reveals that:
  1. We respectfully disagree with Mr. ******* claim that he was not aware of the administrative fee and insurance added to his account. Mr. ****** must review and provide his initials on several documents, which are presented in sequence on an iPad, before his final signature is accepted. It has been confirmed that Mr. ****** signed his invoice and contract acknowledging that he agreed to the terms and all items financed, which included the ****** bunkbed, a 36-month Furnituregard Plan, and the Conns ******************* and the $100 administrative fee;
  2. We have verified that the sales associate included Mr. ******* email address ************************* which he provided at the point of sale. Additionally, it has been confirmed that the same email address is also included in his BBB complaint; and
  3. We cannot honor Mr. ******* request to authorize a billing adjustment.
  According to our records, on June 13, 2024, Mr. ****** purchased a Kith Furniture ****** twin over twin silver bunk bed with a 36-month Furnituregard Plan, totaling $389.69 on invoice ********. It has been verified that Mr. ****** signed a 36-month Promissory Note and Security Agreement, agreeing to pay the minimum monthly payment of $20.55, due on the 27th of every month. We show that Mr. ****** elected to pick up his bunkbed from his local Conns HomePlus store.
  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 June 27, 2025 (i.e., final expire date of July 7, 2025). 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.
  Upon investigating Mr. ******** concerns, we noted that he reached out on July 26, 2024, requesting a copy of his invoice. In response, we immediately generated an incident ticket and dispatched an email with the invoice copy on the same day. Subsequently, Mr. ****** contacted us again regarding the cancellation of property insurance. A second incident ticket was issued, and he received a "Request to ***************** form along with instructions for canceling the coverage. Mr. ****** was also advised to submit his proof of insurance, such as the declaration page from his homeowner's or renter's policy, via email at ********************************************************** or by fax at **************. As of August 5, 2024, our records do not show receipt of Mr. ******** documentation.
  
  At this time, we cannot honor Mr. ******* request to authorize a billing adjustment. We have included all supporting documentation in our response.
  
  Conns HomePlus values Mr. ****** as a customer and appreciates him for bringing his concerns to our attention.
  
  
  Sincerely,
  
  Customer Relations
  *********************************************

  Customer Answer

  Date: 08/07/2024

  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.  
  

  Look at the ****** reviews I am not the only person they have scammed with these fees they don't tell you about.  The reason they have my actual email is because I called and provided the correct one to get the documentation I needed to place the complaint.  The salesman did have an iPad and told me to initial but then again he never told me about any insurance or any fee to finance the product.  Those are very sketchy ways of doing a sale no wonder they are going out of business, nobody wants to go back and get scammed

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

  
  

  Business Response

  Date: 08/08/2024

  At this time, we are unable to fulfill Mr. ******** request for a billing adjustment. By signing his invoice and contract, Mr. ****** acknowledged his agreement to all the terms, including the Furnituregard Plan, Conn's ******************* and the Administrative fee.

• Initial Complaint

  Date:07/26/2024

  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 65 LCD from Conns in June 2023 with a 2yr extended warranty. The tv stopped working on July *******. Conns sent out a technician to look at tv, it was none repairable. I went to Conns on July 17, 2024 to pick out a new replacement tv. They had me to pick out a 75 LCD which cost $1599. I was told that the 75 would be delivered on July ******* and they would take the old 65 off the wall. On July 19, 2024 they refused leave the 75 and take the 65 off the wall. They rescheduled the delivery for the 75 to Monday July ******* with install on July *******. I had to pay ($40) an outside company to take 65 down. The 75 was delivered on July 22 and the installer came on July 23 but in the process of installing broke the 75 so they had to deliver again July 24th with new install on today July 26. I was told this morning Conns filed bankruptcy and I have get tv installed myself and if any problems contact the manufacturer. I have a 75 tv sitting in the middle of the floor. Im a female disabled veteran that suffers with ptsd, I dont have the money or the energy to deal with this. And I still owe Conns $4500 for everything else I purchased last year. The original balance was $10,000 so Ive been payments faithfully monthly for over a year.

  Business Response

  Date: 08/09/2024

  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. In June 2023, she bought a 65-inch television from us. Unfortunately, it stopped working on July 13, 2024. She reached out to us, and we found that the unit couldn't be repaired. Therefore, she was able to exchange the television for a 75-inch model. During the installation of the replacement unit, the television was damaged;
  2. Upon receiving her replacement television, she was notified that the installation was scheduled for July 26, 2024. However, due to unforeseen circumstances and the current situation, she was later informed that the installation could not be completed; and
  3. She is requesting a billing adjustment.
  
  Our investigation reveals that:
  1. Ms. ****** purchased an ** 65 television from our store on June 21, 2023, and it was delivered in good condition the following day. She reported an issue with the television on July 13, 2024, and after inspection on July 15, 2024, it was declared nonrepairable. An exchange was arranged, and the replacement television was delivered on July 22, 2024. The installation was set for July 23, 2024, but unfortunately, the television was damaged during the process. Therefore, another exchange was processed, and Ms. ****** received her second replacement on July 24, 2024;
  2. Ms. ****** was informed that her television would be installed on July 26, 2024. However, due to the current situation, she was advised that the installation could not be completed. As a result, Ms. ****** scheduled appointment was canceled;
  3. We have agreed to honor Ms. ******* request to authorize a billing adjustment due to the inability to complete the installation of her replacement television.
  

  According to our records, on June 21, 2023, Ms. ****** purchased an ** 65 C2 series **** EVO 4k TV with a 36-month ************** Agreement and installation on invoice ********. We confirmed that ********************** was delivered on June 22, 2023.
  

  We investigated Ms. ****** contacted us on July 13, 2024, regarding her television, stating that the unit was automatically turning on and off. On July 15, 2024, the technician inspected ********************** and found the unit had no power due to the **** module panel being defective. Due to the technicians findings, it was recommended that ********************** be replaced. On July 17, 2024, Ms. ****** was issued a credit up to the original amount paid of $1699.99 to reselect a new television. We confirmed that Ms. ****** initiated her exchange that same day on invoice ******** and selected an ** 75 AI-Powered QNED85T TV, which was received on July 22, 2024.
  

  Upon review, it was found that Ms. ******** replacement television was scheduled for installation on July 23, 2024. However, the television incurred damage during the process, leading to a cracked screen. Therefore, a new exchange was requested. Ms. ****** received her second replacement television in satisfactory condition on July 24, 2024, and was informed that the installation was set for July 26, 2024. Unfortunately, due to unforeseen circumstances, we were unable to proceed with the installation, and thus her appointment had to be canceled.
  As of August 8, 2024, a credit of $270.61 for the installation fee has been submitted to Ms. ******* account.
  

  ********************************************* values Ms. ****** as a customer and appreciates her for bringing her concerns to our attention. We extend our apologies to Ms. ****** for the inconvenience that she has encountered during this time.
  
  
  Sincerely,
  
  Customer Relations
  *********************************************

• Initial Complaint

  Date:07/26/2024

  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 an extended warranty Through Conn's, and I called on Monday to schedule a repair. Was given a repair date of 07/26/2024. I was supposed to receive a call between 7a-9a for service. I received no call so at about 9:35 I called and was told someone was still coming. Approximately ***** minutes later, my husband received a call from Conn's advising they were out of business and filed chapter 11 and we would have to call Assurant. The person from Conn's couldn't provide me any info other than to call ************ which is Conn's number. After an hour or so going back and forth was told by Conn's my contract# and to call ************, however they still referred me back to Conn's. Why do I the consumer have to contact these people, Conn's should have done this. I took off from work to wait and have spent 2 hours of my wasted time going back and forth between Conn's and Assurant. The money paid for the warranty needs to be refunded back to me.

  Business Response

  Date: 08/20/2024

  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, ******************** *** contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??
  
  ******************** stated in the complaint:
  
  1. On July 26, 2024, they were scheduled for a repair, but no one showed up. When they contacted us, they were informed that we could not proceed with the service and were advised to contact Assurant for all service needs. However, when they spoke with Assurant, they were referred to us (Conns); and
  2. They are requesting a refund.
  
  Our investigation reveals that:
  1. On July 21, 2024, we received a report of a washer malfunction displaying an error code. We scheduled an inspection for July 26, 2024. However, due to the current situation, we had to cancel the inspection and advised that Assurant would handle all service needs; and
  2. We are unable to honor *** and **** ****** request to authorize a refund. We confirmed that *** ***** is scheduled to have his washer inspected on August 13, 2024.
  

  According to our records, we show that *** and **** ****** concerns are related to a purchase associated with ***** *****. On January 12, 2021, *** ***** purchased a ******* high-efficiency top-load washer with a 48-month ************** Agreement on invoice ********. We confirmed that *** ****** washer was delivered on January 13, 2021.
  

  We investigated *** and **** ****** concerns and found that we were contacted on July 21, 2024, and informed that the control panel on his washer was malfunctioning and the unit was displaying error code UB. It was discovered that *** and **** ***** were informed that they would be scheduled for July 26, 2024, to have their washer inspected. Unfortunately, due to unforeseen circumstances, the service order was canceled, and they were informed that their service needs would be directed and handled through Assurant.
  

  Upon further review, we have confirmed that *** and **** ***** have been successfully scheduled through Assurant to have their washer inspected by a technician on August 13, 2024. Once the unit has been assessed, the service provider assigned through ******** will be able to determine what further action is required.
  
  Conns HomePlus values *** and **** ***** as customers and appreciates them bringing their concerns to our attention. We apologize for any inconvenience they have experienced.
  
  
  Sincerely,
  
  Customer Relations
  *********************************************

• Initial Complaint

  Date:07/25/2024

  Type:Customer Service 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 sofa, armless loveseat and chaise lounge from Conn's, in ******, ***** on 11/26/202. I also purchased the furniture warranty. Claimed was placed on June *******. I received a reply from ********* ************** ********** and **** was the repair person who came to my home. **** came to my house twice attempting to repair the furniture. He reinforced the sofa, but it still dipped in the middle, and he said he couldn't repair it. He stated it needed to be replaced and would inform them. He also said the pillows needed to be replaced and said he would be back when they approved everything. He stated he didn't know why they sent him back, since he told them it was unrepairable. **** had also taken pictures of the furniture. On 7/16/2024 I received a letter from the service center, stating my claim had been denied citing: non-covered damage-The information provided to use indicates that the damage reported to use is not part of the coverage provided you under terms of your protection plan. On 7/16/2024, I talked to ***** at **********, service center. Who said I needed to talk to someone in Customer Relations at **********. First, I talked to *** who verified my information. He stated he would expedite my claim after I explained everything to him. I called back on 7/23/2024 and talked to Nat who said it had been referred to internal team at ********** and my number was *******. I was again transferred to the service center. She read me what was in the letter. I asked her for corporates phone number. I was transferred back to Customer Relations. ******* Relations then transferred me back to the *************** What is the previous of a warranty if they don't use it. I guess I am still making warranty payments. I just received a bill from them for a furniture payment. At this point in time, I would like for them to take their furniture back and say paid in full. So, It does not reflect negatively on my credit.

  Business Response

  Date: 08/07/2024

  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. In November 2022, she bought furniture from our store. On June 10, 2024, she contacted us to report an issue with the furniture. A technician visited her home and tried to reinforce the sofa, but it did not resolve the issue. The technician concluded that the sofa could not be repaired and recommended its replacement. However, she later received a letter informing her that her claim was denied because the damage was not covered; and
  2. She is requesting a replacement or store credit.
  
  Our investigation reveals that:
  1. On June 10, 2024, Ms. ****** contacted us to report that the cushions on her sectional were sinking. A technician inspected Ms. ******** sectional and observed signs of normal wear and tear. After reviewing the technician's report, it was determined that the damages/issues with her sectional pieces were not reported within the required 15-day period and had developed over time. Therefore, she was informed that normal wear was not covered under her warranty terms, and her claim was denied; and
  2. We cannot honor Ms. ******* request to authorize a replacement or issue store credit.
  According to our records, on November 22, 2022, Ms. ****** purchased a Corinthian Boulevard sectional, which consisted of an armless loveseat, LSF corner sofa, and RSF chaise, all with a 36-month Furnituregard Plan on invoice ********. We confirmed that Ms. ******* sectional was delivered on November 26, 2022.
  After investigating Ms. ******** concerns, it was discovered that she had reported sinking in her Boulevard sectional furniture pieces. A technician inspected the sectional and observed signs of normal wear and tear, which were in line with the length of use. Upon examining the technician's report and the inspection images, it was determined that the damages/issues with her sectional pieces were not reported within the required 15-day period and had developed over time. Ms. ****** has been notified that her claim was rejected. Furthermore, she was reminded that any specific incidents involving her furniture need to be reported within 15 days of occurrence, as damage resulting from extended use is considered normal wear and is not covered under warranty.
  
  At this time, we are unable to fulfill Ms. ******** request to authorize a replacement or provide store credit. Upon inspection of Ms. ******** sectional, we found normal wear from usage over a period of time. Unfortunately, normal wear is not covered under the terms of Ms. ******** warranty.
  
  
  Conns HomePlus values Ms. ****** as a customer and appreciates her for bringing her concerns to our attention.
  
  Sincerely,
  
  Customer Relations
  *********************************************