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:07/15/2024

  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 12, I went into the cons to purchase a TV. I worked with the sales associate by the last name *******. I asked her for a specific TV and she was doing all of the paperwork and submitting the order we were working on getting approved for credit. Upon arriving to the third-party warehouse to pick up the TV, we noticed that it wasnt the TV we had asked her for. Upon calling and explaining the situation asking for a refund or an exchange, we were told we had 14 days to Decide whether we wanted to return it or keep it. Today, July 15, 2024 I called to speak to the floor manager to talk about options for exchanging the TV and paying the difference still getting the same discount that we received for the first TV. The sales floor manager mentions that we wont be able to get our return approved because cons is no longer working with the third-party warehouse where I picked up the TV from. Meaning that they cannot honor their own return policy. I feel cheated I feel like the mistake was not ours yet we are paying for the consequences. The whole thing just seems very sketchy. I would like to exchange the TV or to return it. ****** ******* the floor manager is saying that they cannot tell us we dont have any options. We cant return the product even though it hasnt been The 14 days. And we can exchange it either because of this situation with the third-party warehouse.

  Business Response

  Date: 07/23/2024

  Conns HomePlus (Conns) appreciates the opportunity to respond to Ms. ******* concerns.We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. ****** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.?? 
  
  Ms. ****** stated in the complaint:
  She went to the store and requested a specific TV. However, when she arrived at the warehouse to pick up the TV, she noticed it was not what she requested.
  She was told she had 14 days to return or exchange. When she called the following day about options for exchanging the TV, paying the difference, and still getting the same discount that we received for the first TV, she was told we wouldnt be able to get our return approved and
  She is requesting to receive an exchange.
  
  
  Our investigation reveals that:
  During Ms. ******* initial purchase, she requested a specific TV, but that model was out of stock. She was provided with a compatible model with similar desired features and agreed to purchase it. Ms. ****** mentioned that she noticed the TV was incorrect during the pickup. Despite this, she proceeded to take the TV and signed, acknowledging the item was inspected and received in good order;
  Ms. ****** was informed that we no longer accept returns from her market. However, she provided the option to exchange her TV, but she wanted a different model and did not want to pay the price difference;
  Ms. ****** has 14 days from the date of purchase to exchange her TV.
  
  
  We reviewed Ms. ******* complaint and found that on July 11, 2024, she visited her local Conns to inquire about a specific TV. We did not have the particular model in stock, so Ms. ****** worked with her sales representative to find a compatible model. After a thorough discussion, she agreed to purchase a ******* 75 QNED LED TV for the discontinued price of $1049.98. Ms. ****** elected to pick up her television from the warehouse the following day. She signed her pickup form, acknowledging that the TV had been inspected and received in good condition.
  
  Upon investigation, we found that Ms. ****** contacted her local Conns after taking possession of the TV, stating she received the incorrect model and wanted to know how she would be compensated. We verified that Ms. ****** received the correct model on her invoice, but she was still unsatisfied. At that time, Ms. ****** inquired about a different ******* 75 TV that retailed for $1399.99. However, the price exceeded her approved credit, and she did not want to pay the difference. The sales representative broke down the differences between both models and explained that she got a similar TV for a reasonable price with the same specs. At that point, Ms. ****** was satisfied with the resolution and ended the call.
  
  After further review, we show that Ms. ****** called her local Conns again on June 15, 2024, wanting to return the TV. She was informed that she could only exchange the TV for a different model, but we were not accepting returns in this market. Ms. ****** then requested to receive the new TV for the same price as she paid for the discontinued model but was made aware that we could not match the price.
  
  Although we cannot offer a discount for a replacement TV, Ms. ****** can exchange her TV within 14 days of purchase. Once the 14 days have elapsed, we cannot extend the exchange option.
  
  
  Conns HomePlus values Ms. ****** as a customer and appreciates her bringing her concerns to our attention.
  
  
  Sincerely,  
  
  
  Customer Relations 
  ********************************************* 

• Initial Complaint

  Date:07/15/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, my name is ***** **** and I have an issue with Conns Home Plus Billing. I purchased a Bedroom set without the Chest back in May of 2022 for $6430.00 which should have been $6310 according to Ms.Shabekka at Conns. The Loan# ******** Acct# *********. I paid them a total of $6932.82 within 6 months. I called for the payoff in October of 2022 and that is what i paid off. They waited 2 years and said i did not pay off the correct amount and i missed it by $7 and it has accrued over $700 in interest, then they tell me that no it's because of the Insurance on the furniture that i did not prove i had home owners insurance. I have purchased several things from Conns in the past and have always paid them off and proved insurance. I have a dispute with the pricing as you can see on the documents i provided where i was quoted 10% off on each piece as it is in Conn's registry in Burleson Tx right now as they quoted me and the headquarters is trying to charge me full price plus Insurance and interest on the $7. I need this matter resolved with a zero outcome because i feel everything is their fault. from communication to pricing. ***** **** at **************************************************************************************. ************. I have tried to resolve this with them with no luck because different people call me every day and say different things and I am frustrated and tried. I pay my bills, however i don't want to pay what i don't feel i owe.

  Business Response

  Date: 07/30/2024

  Conns HomePlus (Conns) appreciates the opportunity to respond to Mr. ***** concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mr. **** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??
  
  Mr. **** stated in the complaint:
  
  1. He purchased a bedroom set from us in May 2022 and paid off the account within six months. However, he is now being informed that he did not fully pay off the account and that his payment was short by $7. As a result, interest has since accrued on the account;
  2. He was also informed that there was insurance included with the remaining balance owed toward his account. However, he states that he has always provided documentation proving he had his own homeowners insurance; and
  3. He is requesting a billing adjustment.
  
  Our investigation reveals that:
  1. When Mr. ****** last payment was received, his payoff balance stood at $1555.43, and he paid $1547.45, leaving a shortfall of $7.98. As a result, his payment did not clear the total balance, and his account was marked as paid ahead. His next payment is due on May 22, 2024;
  2. We have no records indicating that Mr. **** provided his insurance declaration page before July 2024 to request cancellation of his property insurance. However, we have confirmed that the necessary documentation for canceling the coverage was received on July 2, 2024. Consequently, the coverage was canceled, and a credit of $757.20 was applied to the principal balance of his account; and
  3. We have agreed to honor Mr. ***** request and authorize a billing adjustment. As of July 18, 2024, Mr. ***** account has been closed. We have submitted a correction to have his credit bureau updated to remove any delinquency.
  

  According to our records, on May 22, 2022, Mr. **** purchased an Avalon ****** **** bedroom set and a Frigidaire upright freezer on invoice ********. It has been verified that Mr. **** signed a 36-month Promissory Note and Security Agreement, which is an interest-bearing account. Mr. **** agreed to pay the minimum monthly payment of $389.90, due on the 21st of every month. We confirmed that Mr. ***** merchandise was delivered on May 26, 2022.
  
  We investigated Mr. ***** concerns and found that we sent him a notification on May 22, 2024, May 23, 2024, and May 25, 2024, regarding his account being past due. On June 25, 2024, Mr. **** reached back out to us, stating that he made his last payment to his account in October 2022 and that his account should be closed. After reviewing Mr. ***** account, it was discovered that when he made his payment of $1547.45, the payoff balance at that time was $1555.43. Therefore, the payment did not cover the full balance, as it was $7.98 short. Based on this information, Mr. **** was informed that his account was placed in a paid-ahead state, and his next payment was reflecting due on May 22, 2024. Despite being informed of this information, Mr. **** did not agree and requested to have his account closed.
  
  Upon further review, we discovered that Mr. **** reached out to us on June 28, 2024, to request the cancellation of the insurance associated with his account. We verified that an incident ticket was promptly generated, and he was sent an email containing a copy of the insurance cancellation request along with instructions on how to proceed with the cancellation. Mr. **** was informed on July 1, 2024, that the necessary documents for canceling the property insurance had been received. Subsequently, on July 2, 2024, it was confirmed that the property
  insurance had been successfully canceled, and a credit of $757.20 was applied to the principal balance of his account.
  
  Following Mr. ****** complaint and a detailed review of his account, we have agreed to waive the remaining balance of $759.96. The concession of $759.96 was successfully processed on July 17, 2024, and Mr. ****** account was officially closed on July 19, 2024.
  
  Conns HomePlus values Mr. **** as a customer and appreciates him bringing his concerns to our attention. We extend our apologies to Mr. **** for the inconvenience that he has experienced during this time.
  
  Sincerely,
  
  Customer Relations
  *********************************************

  Customer Answer

  Date: 08/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:07/15/2024

  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.

  Since the stackable washer has been delivered it hasn’t worked the workers who installed it didn’t speak English and advised me to call the service number. I have had 3 people from the company come out and the problem still occurs.

  Business Response

  Date: 07/17/2024

  Conn’s HomePlus
  (“Conn’s”) 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 Conn’s regarding questions by calling our
  Customer Service Helpdesk at?1-877-358-1252 or?online?at www.conns.com.?? 
  
  Ms. ******** stated in the complaint:
  Since the stackable washer was delivered, it has not worked.
  We sent three people to come out, but the problem still occurs; and
  She is requesting a refund
  
  
  Our investigation reveals that:
  Ms. ********'s laundry stack was delivered and installed on June 29, 2024. She contacted us four days after the delivery to report an issue;
  Our technician has gone out to inspect the laundry stack twice. Once to relevel, and the second visit, no issues were found during the last assessment, and
  We are unable to honor Ms. ********** request to receive a refund.
  
  
  Our records show
  that on June 17, 2024, Ms.
  ******** purchased a ********** Laundry Center with a 1-year limited
  manufacturer’s warranty. Ms. ********** laundry stack was successfully
  delivered and installed on June 29, 2024.
  
  We researched Ms. ********** complaint and discovered that she contacted
  us on July 2, 2024, stating that the laundry stack was not spinning or
  draining. A service inspection was scheduled for July 10. 2024. During the
  inspection, the technician found the unit unleveled and out of sync with the
  lid lock. After releveling the laundry stack, he tested the unit and found it
  functioning according to specifications. Ms. ******** called back the following
  day to report that the laundry stack would not complete the cycle. The
  technician returned to reassess the unit on July 16, 2024. The technician
  reported that he was unable to duplicate the issue. He also noted that he
  contacted the manufacturer (**********) while at the residence, who walked him
  through all diagnostics but found no problems or faults with the unit were
  detected.
  
  We cannot honor Ms. ********** request to return the laundry stack for a
  refund, as the item is functioning up to specifications. If Ms. ******** is
  unsatisfied with her current model, she has 30 days to return or exchange it
  with a 15% restocking fee.
  
  Conn’s HomePlus values Ms. ******** as a customer and appreciates her
  bringing her concerns to our attention.
  
  
  Sincerely,  
  
  
  Customer Relations 
  Conn’s HomePlus 

• Initial Complaint

  Date:07/14/2024

  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.

  On June 25th, my wife and I scheduled two payments with Conn's Home Plus to pay-off the remaining balance of an appliance that we financed to avoid interest fees. Up until this point, we used our shared checking account to make regular monthly payments. However,on June 25th we scheduled two payments using our personal credit cards as to avoid spending $1,549.00 in cash. My wife scheduled her payment for June 25th in the amount of $774.50 using her personal credit card. I scheduled a payment for June 26th in the amount $774.50 on my personal credit card. However, Conn's charged two payments for the amount of $774.50 each to our shared checking account. When we called customer service to explain to them that they had charged the payments to the wrong accounts, we were told that since we had made the payments on line we would have had to authorized those payments to our shared checking account. We explained to them that what had prompted our call on June 26th was the fact that on June 25th Conn's had charged $774.50 to our shared checking account and there was a pending charge in the amount of $774.50 on my wife's credit card. There was also pending transaction on our shared checking account for $774.50 on June 26th. Further, on June 27th there was a charge to my personal credit card for the amount of $774.50. In effect, we have been charged an additional $774.50 that would have been an additional $1,549.00 had my wife not be able to stop the payment on her credit card. Conn's actions have caused me financial injury beyond the additional $774.50 that they are currently holding. We are being told that even though we have requested a refund and filed a complaint with the company that we have to wait for an email to claim the refund and after doing so it can take up to 30 days to receive a check in the mail.

  Business Response

  Date: 07/19/2024

  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 ******************************.?? 
  
  Me. ****** stated in the complaint:
  
  Your wife scheduled her payment for June 25th in the amount of $774.50 using her personal credit card, and you scheduled a payment for June 26th in the amount $774.50 on your personal credit card; however, Conn's charged two payments for the amount of $774.50 each to your shared checking account;
  In effect, you have been charged an additional $774.50 that would have been an additional $1,549.00 had your wife not be able to stop the payment on her credit card.  You are being told that you must wait for a refund request to be reviewed and approved, and if approved that they[Conn's] will mail a check somewhere between 5-10 business days; and
  You request that Conn's refund your cash and charge those payments to the credit cards as intended.
  Our investigation reveals that:
  The payments entered by you or your wife, via our online portal for June 25th and June 26th , were authorized with a checking account, not credit cards, in the amount of $774.50 each; however, a credit card was used for the payment entered and dated for June 27, 2024, in the amount of $774.50;
  The credit card payment dated June 27, 2024, in the amount of $774.50 was reversed and moved the Conns account to a refund status: an email to claim your refund was sent on July 16, 2024, to the email address of *********************** but will expire on July 19, 2024, if not claimed this will result in the mailing of a physical check; and
  Conns is unable to honor your request, but the refund process is in progress.
  

  Our records indicate that you signed a 36-month promissory note and security agreement on June 24, 2023, and you agreed to pay the minimum monthly payment of $137.55, which was due on the 24th of each month. This resulted in account number *****6372. 
  
  To begin, we apologize for the difficulties you may have experienced when processing your most recent payments.  We are not aware of any issues that relate to your experience reported in this complaint for customers using our payment portal wherein you selected one payment method but transacted a payment from another (i.e., unselected) payment method. Our review of your complaint reveals that three (3) payments were made in the month of June 2024 through the self-entered option (i.e., not by a Conns agent) of our online payment portal (see attachment titled ACI_Nelson,*****).  Two (2) payments on June 25th and June 26th, each in the amount of $774.50, were transacted by selecting a checking account, while the payment dated June *******, was transacted by selecting a credit card account.  The payment on June 27, 2024, caused the Conns account to be overpaid by $774.50, but has now been reversed creating a refund status of the Conns account.  An email to claim your refund was sent on July 16, 2024, to the email address *********************** but will expire on July 19, 2024, if not claimed electronically, resulting in the mailing of a physical check to the address on file of *********************************
  
  Conns appreciates you for bringing your concerns to our attention.  We have included a copy of your signed documents and payment history for your records and review.
  
  Sincerely,  
  
  Customer Relations 
  ********************************************* 

• Initial Complaint

  Date:07/12/2024

  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 refrigerator and a dining room table from Conns using their 3rd party Financing program ********************** I paid my purchase off on June 20th in store at Conns and I still can not receive my proof that the account is closed and on good standing. Conns answer is we dont work with that company anymore. I need my proof of ownership paperwork. ********************* keep giving me the run around. On top of all that they never could tell me how much I truly owed them. I believe I overpaid by $200.00. I need answers please.

  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 ******************************.??
  
  We appreciate the chance to assist with Ms. ****** concerns. Our records show that she made a purchase on March 24, 2024, and opted to finance her items through our third-party lease-to-own finance company, *********************. For more information regarding her agreement, she can visit their website at *************************************** or contact them directly at ************** to access her account details.
  
  Conns HomePlus values Ms. **** as a customer and appreciates her bringing her concerns to our attention.
  
  
  Sincerely,
  
  Customer Relations
  *********************************************

• Initial Complaint

  Date:07/10/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  5/30/24 I went in to the store with an offer of $150 off and 24 month interest freeI wanted and needed a laptop since *** stopped using Mcafee internet protection. I wanted to add another internet security to the laptop. The store said to come back tomorrow and everything was ok, pick up would be 6/2/2024. I asked why there was 2 different addresses on my paperwork since they took many copies of my Drivers license and credit card. On 6/3/2024 I was at Conns for hours waiting and lost $35.00 worth of frozen food that was in my car. After waiting hours they told me to come back 6/4/2024 and everything would be ready. So again I came back 6/4 only to wait again for hours. I never received my $150 promo. They told me to qualify for Synchrony credit with 24 months interest free I had to add an additional tablet. I was approved for $2000 by Synchrony and somehow they switched my credit from Synchrony to Conns without my knowledge or permission. I called customer service to have my $150 credit put towards amount due. Was told by email it would be done. Email states they applied $100 "concession" to my account. There is still no credit on my account. I have numerous complaint ticket numbers but no resolution. I have waited at the store and been on the phone with this company for hours! multiple days worth of long hours!

  Business Response

  Date: 07/23/2024

  Conns HomePlus (Conns) appreciates the opportunity to respond to Ms. ******** concerns.We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. ******* may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.?? 
  
  Ms. ******* stated in the complaint:
  She had an offer of $150 off but never  received the $150 off;
  She inquired as to why there were two different addresses on her paperwork and requested to have it corrected;
  She was approved for $2000 by Synchrony and was told that the purchase qualified for the 24-month interest-free. She was told she had to add another tablet but later found that her account was switched from Synchrony to Conns without her knowledge or permission;
  She is requesting to have her account moved back to Synchrony with a 24-month interest-free.
  
  Our investigation reveals that:
  Ms. ******* initially visited her local Conns on 5/30/24 and used the $150 promo code on invoice ********. However, she later returned on 6/4/24 and canceled that invoice. A new invoice was created, but we could not reuse the promo code. In return, we processed a discount off the merchandise totaling $159.99;
  At the time of purchase, Ms. ******* was made aware that her previous address was populated from her financing application, and that was the last address the system pulled up from her credit profile. We have since updated Ms. ******** address in our system;
  Ms. ******** original purchase on invoice ******** was approved through ************** on a 24-month interest-free account. However, when she visited the store to cancel her order, Synchrony canceled their credit approval, leaving Ms. ********* only option for financing with Conns. This information was thoroughly explained to Ms. ******* before agreeing to finance with Conns and signing her contract; and
  We cannot honor Ms. ******** request to move her Conns account to a ************** account.  
  
  
  We have investigated Ms. ******** complaint and found that she initially purchased an HP laptop on May 30, 2024, that was financed on a 24-month Cash Option on invoice ********. During the transaction, Ms. ******* opted out of adding internet security, stating she would speak with her internet provider about getting her security first. Therefore, the invoice was placed on hold for pickup. We show ********** returned to her local Conns on June 3, 2024, and elected to cancel the order due to dissatisfaction with her previous sales representative. ********** stated that her invoice was supposed to include a tablet but was never added to the order. Therefore, the invoice was canceled, and Synchrony removed the credit approval.
  
  We show that Ms. ******* returned to her local Conns on June 4, 2024,and wanted to proceed with her purchase but requested a new sales representative. Ms. ******* was helped by another agent and the store manager with her order. It was explained then that ************** canceled her credit approval, but she was educated that she could finance through Conns. After ********** agreed to the offer, we showed she was approved for a 12-month Cash Option through Conns financing on invoice ********. Ms. ********* invoice included an HP laptop, an Apple iPad 10th Gen, and a 3-year internet security. Ms. ******* elected to take her iPad and security system from the store that same day and returned to pick up the laptop on June 7, 2024, in good order.
  
  After further review, we see Ms. ******* contacted our customer service department later that same day (6/7/24) to make a complaint regarding her recent experience. She mentioned that ************** initially approved her for 24 months interest-free, but now its only approved for 12 months interest-free;she lost $35 worth of food while waiting at the store, and they failed to apply the $150 promo code. Ms. ******* was offered a $100 Conns gift card for the inconvenience experienced in-store, but she requested to have $100 concessioned towards her account, which was processed. We confirmed that the $150 promo could not be reused; therefore, a concession was deducted from the merchandise to honor the original offer.
  
  We cannot honor Ms. ******** request to move her account to **************. During the sales transaction, Ms. ******* was informed that ************** canceled their approval once the invoice was canceled, and she agreed to finance her purchase using Conns credit.
  
  
  Conns HomePlus values Ms. ******* as a customer and appreciates her bringing her concerns to our attention.
  
  
  Sincerely,  
  
  
  Customer Relations 
  ********************************************* 

  Customer Answer

  Date: 07/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   
  

  Business Response

  Date: 07/26/2024

  We cannot honor Ms. ******** request to move her account to **************. During the sales transaction, Ms. ******* was informed that ************** canceled their approval once the invoice was canceled, and she agreed to finance her purchase using Conns credit.

  Customer Answer

  Date: 07/26/2024

  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.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  I DO NOT EXCEPT..THEY LIED AND NEED TOO FIX IT thanks
  
   
  

  Business Response

  Date: 07/29/2024

  We cannot honor Ms. ******** request to move her account to **************. During the sales transaction, Ms. ******* was informed that ************** canceled their approval once the invoice was canceled, and she agreed to finance her purchase using Conns credit.

  Customer Answer

  Date: 07/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  unless they honor my Synchrony card for what i have agreed on,then i will just keep taking steps to resolve this....and there harnessing calls about this problem isnt helping to resolve any of this,ever call i am having to spam
  
   
  

  Business Response

  Date: 07/31/2024

  We cannot honor Ms. ******** request to move her account to **************. During the sales transaction, Ms. ******* was informed that ************** canceled their approval once the invoice was canceled, and she agreed to finance her purchase using Conns credit.

  Customer Answer

  Date: 08/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,

  If Conns doesnt let me pay what i owe and the amount that was agreed on with my Synchrony card do to there employeee stuff i will sit here until they make this right........and if they keep calling with there calls and never leaving a message it is harressment when i have tryed to make it all right.....this busness has scamed many people and this senior disabled woman and they are making me more physically sick by not doing the right thing .........fix it conns and hiring people who do right by there custumers
  
  
   

  
  

  Business Response

  Date: 08/09/2024

  We cannot honor Ms. ******** request to move her account to **************. During the sales transaction, Ms. ******* was informed that ************** canceled their approval once the invoice was canceled, and she agreed to finance her purchase using Conns credit.

  Customer Answer

  Date: 08/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   NO it has not been resolved just lots of harrising phone calls daily.....i called and sent email to you last week the seniors vs crime needs a copy of what i have sent you by email
  thanks
  

  
  

  
  

  Business Response

  Date: 08/28/2024

  We cannot honor Ms. ******** request to move her account to **************. During the sales transaction, Ms. ******* was informed that ************** canceled their approval once the invoice was canceled, and she agreed to finance her purchase using Conns credit. No further action is required. 

• Initial Complaint

  Date:07/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charge ****** plus taxes on installation of television and they did not do. They promised me a check about a month ago and still no check. I called them but they ignore me now.

  Business Response

  Date: 07/23/2024

  Conns HomePlus (Conns) appreciates the opportunity to respond to Ms. ***** concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. **** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??
  
  Ms. **** stated in the complaint:
  
  1. She was charged $249.99 plus tax for the television installation. However, the television was not installed. She was assured she would receive a refund, but as of yet, she has not received her refund; and
  2. She is requesting a refund.
  
  Our investigation reveals that:
  1. On May 17, 2024, Ms. **** requested to cancel the installation of her television. As a result, we submitted a request to have the installation charge refunded. Ms. **** was informed that she would need to return to her local Conns store to initiate the refund back to her original payment method, her **** card. However, she declined to return to her local Conns store, and this led to a delay in the refund being received; and
  2. On July 18, 2024, Ms. ****** refund of $270.61 ($249.99 plus tax) has been processed. We kindly request that Ms. **** allow sufficient time for the check refund to be mailed to the address on file, as this process may take up to 7-10 business days for the check to be received.
  

  According to our records, on May 14, 2024, Ms. **** purchased a ******* 75 DU7200 ************** that came with a limited 1-year manufacturers warranty and installation on invoice ********. We confirmed that ******************** was delivered in good condition on May 15, 2024.
  
  We investigated Ms. ***** concerns and found that she was scheduled to have her television installed on May 16, 2024, but when the installer to her residence, she was not home. Therefore, Ms. ***** appointment was rescheduled to May 17, 2024. Unfortunately, before the installer could return to her residence to complete the installation, we received notification on May 17, 2024, stating that Ms. **** had since changed her mind and requested to have the installation canceled. As a result, we submitted a request to have the installation charge refunded. Ms. **** was informed that she would need to return to her local Conns store to initiate the refund back to her original payment method, her **** card. Unfortunately, she declined to visit her local Conns store to have the refund processed. This led to a delay in Ms. **** obtaining her refund.
  

  Since receiving Ms. ***** complaint, we have initiated her refund of $270.61 in the form of a check. It has been verified that Ms. ***** refund was processed on July 18, 2024. We request that Ms. **** allow time for the check refund to be mailed to the address on file, as this process may take up to 7-10 business days for the check to be received.
  

  Conns HomePlus values Ms. **** as a customer and appreciates her bringing her concerns to our attention. We extend our apologies to Ms. **** for the inconvenience that she has experienced during this time.
  

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

• Initial Complaint

  Date:07/10/2024

  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.

  So i initially received and offer for $150 off of a purchase of $650 or more; and when i went in store to redeem my offer the associate i worked with named ********* was having trouble getting my offer applied herself. So after almost a hr of waiting to get the offer applied, **** ********* and the store manager assured me that once i leave the store theyll do everything in their power to ensure my offer is honored and i dont have to follow up on this issue. But yet in the oast year *** contacted customer service over the phone and contacted the store directly about this ongoing issue. And now im at my wits because no one wants to honor my offer after a year of explaining my issue and my order qualifies!!

  Business Response

  Date: 07/17/2024

  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:
  
  He received a $150 discount that could be used towards a purchase of $650 or more. However, there was an issue with applying the discount during the sales process;
  He has contacted us on several occasions to have his $150 discount honored, but no one is willing to honor the request; and
  He is requesting a billing adjustment.
  
  Our investigation reveals that:
  During Mr. ****** purchase, he tried to use a discount coupon he had received, which stated he could get $150 off a purchase of $650 or more. It was found that the selected merchandise did not total $650; instead, it came to $499.99, excluding the $199.99 delivery fee. Therefore, we were unable to honor the discount;
  We do not have any records that show Mr. ***** tried to contact us regarding the $150 discount; and
  We cannot honor Mr. ****** request to authorize a billing adjustment.
  
  According to our records, on June 16, 2023, Mr. ***** purchased ******************* Rotta LDTA ****** queen rails ($100) and ******************* Rotta LDTA ****** ***** headboard/footboard ($399.99), with delivery on invoice ********. We have confirmed that the items were delivered on June 18, 2023.
  
  We have investigated Mr. ******* concerns and reviewed his invoice. It has been confirmed that he provided a discount code (AX673KPF) to receive a $150 discount on his purchase. However, the total cost of the items he selected (****** headboard/footboard and ****** rails) did not reach $650.Therefore, we were unable to apply the discount as it did not meet the required purchase amount.
  
  At this time, we cannot honor Mr. ****** request to authorize a billing adjustment. Mr. ****** selection of merchandise did not total $650. As a result, we were unable to redeem or honor the $150 discount.
  
  Conns HomePlus values Mr. ***** as a customer and appreciates him bringing his concerns to our attention. We have included all supporting documentation in our response.
  
  Sincerely,  
  
  Customer Relations 
  ********************************************* 

• Initial Complaint

  Date:07/09/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a washer/dryer set from the business 6-9-2023. Terms of the contract were ******************************* full. The purchase price should have came to *******. After paying on my purchase a few months and checking my balance the total was higher than it should have been. Further investigation showed the company had added things that were NEVER mentioned or agreed upon. They added 2 service repair agreements for ****** as well as credit unemployment insurance and property insurance. I fought 2 or 3 months to get those charges off my total amount due I received my payoff amount notification late June telling me my payoff amount was ******. Id already paid in 1182 so by my calculations the payoff should have only been ******which is what I paid 6-23.I get notification today Ill be getting a new payment book and my total remaining balance is ****** After speaking with 3 different representatives this morning and being hung up on by 2 of the 3 Im tired. I hope someone there is able to bring a resolution and closure to this NIGHTMARE of a purchase The explanation given to me today is the balance now reflects all the interest accrued since my payoff date was officially July 3 my final payment was made 6-23

  Customer Answer

  Date: 07/22/2024

  Better Business Bureau:
  
  This letter is to inform you that Conn's Home Plus has carried out to my satisfaction the resolution it proposed for my complaint, filed on 7/9/2024 and assigned ID ********.
  
  Regards,
  
  

• Initial Complaint

  Date:07/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for an electric dryer one year ago. A few days ago it gave me a code. Since it was out of manufacturer warranty, I paid for someone to go look at it. I was told that what I received was a gas dryer and not an electric dryer. The gas was never connected and using it over the past year caused it to stop working. I did not order a gas dryer nor do I want it. I spoke with the manager at the store where it was purchased and confirmed the wrong unit was delivered. I filed a complaint with customer service and so far have had no resolution and the dryer still does not work. We are not electricians so we did not know it was the incorrect dryer until just now. I need the dryer replaced with what I ordered. It is paid in full and this needs to be handled immediately. There is no corporate phone number to file a complaint either.

  Business Response

  Date: 07/16/2024

  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. Welch stated in the complaint:
  
  She bought an electric dryer a year ago. When the manufacturer's warranty expired, she had to call someone to examine the unit because it was showing an error. It was then discovered that she received a gas dryer instead of an electric one;
  She filed a complaint with customer service, but no resolution has been provided; and
  She is requesting a replacement.
  
  Our investigation reveals that:
  
  On July 3, 2024, Ms. Welch contacted us to request service for her dryer. She was informed that the unit was no longer covered under warranty, as the limited 1-year manufacturers warranty had expired on June 8, 2024, but she could arrange a service call to have our technician assess the unit on a cash call. She later contacted us back, stating she received the wrong dryer during delivery a year ago. Based on the photos taken at the time of the delivery, we confirmed that Ms. Welch received the right gas dryer she elected; 
  Ms. Welch has been advised numerous times and that we could not authorize a return or exchange as she received the correct model. It has been more than 30 days since delivery on June 9, 2023, with no issues being reported during or after the delivery; and
  We cannot honor Ms. ****** request to authorize a replacement
  
  According to our records, on June 5, 2023, Ms. ***** purchased a ******* high-efficiency top-load washer WA52A5500AV and an electric dryer model DVE52A5500V, both with a limited 1-year manufacturers warranty on invoice ********. It has been confirmed that Ms. ****** dryer was sold as a clearance item as-is at a discounted price of $435. We confirmed that Ms. ****** appliances were delivered on June 9, 2023.
  
  We investigated Ms. ****** concerns, and we confirmed that she reached out to us on July 3, 2024, stating that her dryer was not functioning properly. Unfortunately, we found that Ms. ****** dryer was no longer covered by warranty, which expired on June 8, 2024. Therefore, we informed Ms. Welch that we could send a technician to inspect her unit, but it would be a cash call, and she would be responsible for covering the cost of the necessary parts and labor. However, she declined our offer to set up a service inspection
  
  Upon further review, we discovered that Ms. Welch reached out to us again on July 8, 2024, to inform us that she had received the wrong dryer. She mentioned that she found out from someone else that the dryer she had was gas instead of the electric dryer she had delivered to her on June 9, 2023.  In response to Ms. ******* concerns, we created an incident ticket to investigate the issue further. Based on the tag displayed on the dryer that was taken at the time of the delivery, we were able to confirm that she received the correct electric dryer model (DVE52A5500V). We notified Ms. Welch that we could not authorize a return or exchange. Despite this information, Ms. Welch indicated that she was looking for compensation to purchase a new dryer and had sought legal counsel to resolve the matter in her favor. We show that we made several attempts to contact Ms. Welch to request images of the model number and serial number of the dryer received, but our attempts were unsuccessful.
  
  Since receiving Ms. ****** complaint, we have discovered that she returned to her local Conns store on July 9, 2024,and purchased a new ******* top-load electric dryer model DVE55CG7100V, which was delivered on July 13, 2024, in good condition.
  
  Although we cannot honor Ms. ****** request to authorize a replacement of her original dryer, she may provide photos of the dryers model and serial number if she would like us to review this matter further. We have included supporting documentation in our response, including the sold-as-is paperwork and the dryer's model number.
  
  At this time, we cannot honor Ms. ****** request to authorize a replacement.
  
  
  Conn values Ms. ***** as a customer and appreciates her bringing her concerns to our attention.
  
  Sincerely,  
  
  Customer Relations 
  ********************************************* 

  Customer Answer

  Date: 07/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Please see attached email exchange between Conn's Home Plus and myself. Photos were provided. *****, the manager of the store, confirmed improper installation, which I paid for. There was not "someone else" who checked the dryer. He is actually an engineer. We bought the parts to try to connect the gas to the dryer with no success. And yes, I had to purchase another dryer. I didn't have a choice!!! This is unacceptable. 
  Regards,
  
  
   
  

  Business Response

  Date: 07/24/2024

  Although we cannot honor Ms. ****** request to authorize a replacement of her original dryer, she may provide photos of the dryers model and serial number if she would like us to review this matter further. We have included supporting documentation in our response, including the sold-as-is paperwork and the dryer's model number.
  
  At this time, we cannot honor Ms. ****** request to authorize a replacement.

  Customer Answer

  Date: 07/30/2024

  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 have already replaced the dryer with my own money. I would like some sort of compensation. I have already provided the photos and serial number numerous times and will not frustrate myself with doing so again. They can go look it up. They state the dryer previously sold to me was electric but it was NOT. It was a gas dryer they pawned off on me. 
  
  Regards,
  
  
   
  

  Business Response

  Date: 07/31/2024

  According to our records, Ms. ***** has not provided a photo showing the prior dryer's model and serial numbers. If she wishes for us to continue reviewing this issue, she can submit photos of the dryer's model and serial number, referencing incident ticket *******. We have already included supporting documents in our previous response, such as the sold-as-is paperwork and the dryer's model number. Additionally, we are unable to authorize compensation. 

  Customer Answer

  Date: 08/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  This is just another stall tactic. Yes, I purchased an "as is" but I purchased an electric dryer and what they brought me (regardless of the serial number) was a GAS dryer. This is probably why all their stores are closing. Poor customer service. 
  
  Regards,
  
  
   
  

  Business Response

  Date: 08/15/2024

  According to our records, Ms. ***** has not provided a photo showing the prior dryer's model and serial numbers. If she wishes for us to continue reviewing this issue, she can submit photos of the dryer's model and serial number, referencing incident ticket *******. We have already included supporting documents in our previous response, such as the sold-as-is paperwork and the dryer's model number. Additionally, we are unable to authorize compensation. 

  Customer Answer

  Date: 08/21/2024

  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.  
  
  I have attached 2 of the photos. I had someone come to the house who told me the dryer that was delivered was a gas dryer and not an electric dryer. Not to mention how this unit was installed. It should have been attached to the larger 2 prong socket and not just plugged into the wall like a vacuum cleaner! And I paid for all of the attachments so I KNOW the larger prong plug was supposed to be with dryer. We are not electricians so we took their word that it was installed properly. 
  
  Regards,
  
  
   
  

  Business Response

  Date: 08/22/2024

  At this time, we cannot honor Ms. ****** request to authorize arefund.

  Customer Answer

  Date: 09/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I figured this would be the response. I want it noted, even though they are going bankrupt, that this company does not take care of its customers and definitely does not stand by its products. They should be ashamed of themselves for taking advantage of customers because that's exactly what they did!
  
  Regards,
  
  
    *** *****
  

  Business Response

  Date: 09/05/2024

  We have attempted to rectify Ms. ******* concerns and have requested photos of the dryer's model and serial number numerous times, but have not received the requested information. We have previously provided documents which included the dryer's model and paperwork she received at the time of delivery. Without the model and serial number of the dryer Ms. ***** claim to have received, we are unable to review this matter further. 

  Customer Answer

  Date: 09/18/2024

  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 have provided these people with ALL of this information, both through their customer service and through this complaint with the BBB. Seems that the BBB is just a mediator and no resolution to the consumer will happen. This is why business are able to cheat the buyers. They don't care. They are filing bankruptcy anyway. So so shameful!
  
  Regards,
  
  *** *****

  EXTREMELY UNHAPPY FORMER CUSTOMER

   

  
  

  Business Response

  Date: 09/18/2024

  No further action is needed.