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:07/08/2024

  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 have a refrigerator that's still under warranty and the refrigerator stopped working and come does not want to honor the warranty and I still owe $300 in the refrigerator and it's a 2-year-old refrigerator they said due to that was roaches in the house that and that's not true cuz I have exterminator come every other month exterminate the house and also had another technician come to look at the refrigerator and it said the refrigerator has a bad motor I asked **** to give me a contract on the warranty to show what I can make that warranty boy and annoying they have not sent me nothing they'll keep harassing me about their money I would be gladly to pay them their money if they're coming fix the refrigerator this is my second complaint at the same issue and nobody has done anything about it yet and it threatened to put on my credit report

  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, Mr. ******* may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??
  
  Mr. ******* stated in the complaint:
  
  1. He reached out about his refrigerator not working, but we cannot honor the warranty due to alleged roaches in the home;
  2. He has started to receive calls regarding his payment, but still no one has attempted to resolve the issues he is experiencing with his refrigerator; and
  3. He is requesting to have his refrigerator repaired.
  
  Our investigation reveals that:
  1. On June 7, 2024, Mr. ******* contacted us to report that the freezer on his refrigerator was not working. On June 17, 2024, a technician inspected his refrigerator and discovered that the unit displayed a ***** infestation. As a result, he was informed that the repair was not covered, as infestation was not covered under the terms of his warranty;
  2. Standard protocol requires contacting our consumers to ensure all payments are made promptly. Mr. ******** remains liable for any outstanding balance on the account; and
  3. We cannot honor Mr. ******** request to proceed with service.
  
  According to our records, on November 29, 2021, Mr. ******* purchased a GE top-mount refrigerator with a 48-month ************** Agreement. We confirmed that Mr. ******** refrigerator was delivered on January 1, 2022.
  
  We investigated Mr. ******** concerns and found that he contacted us on June 7, 2024. Mr. ******* mentioned that his freezer was not working. On June 17, 2024, a technician inspected Mr. ******** refrigerator and found the motor for the unit was defective. He also noted that he discovered that Mr. ******** refrigerator displayed ***** infestation. Based on the technicians findings, Mr. ******* was informed that the repairs would not be covered, as infestation is excluded and not covered under the terms and conditions of his ************** Agreement.
  

  At this time, we cannot honor Ms. ******** request to proceed with service. Mr. ******** refrigerator has been inspected, and an insect infestation was found. Infestation is excluded and not covered under the terms and conditions of his ************** Agreement. Mr. ******* may reference his ************** Agreement Terms and Conditions No. (6) Exclusions: This Agreement excludes (a) damages caused by failure to maintain proper operating fluid levels, insect/rodent infestations or by other improper or negligent use of the Products. This information can also be found on our website at ************** Agreement Terms & Conditions (**************************).
  

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

• 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 purchased a repair service aggreement (RSA) on 24 May 2024 from Conn's for $480.97 when I bought $3000+ worth of furniture. I returned the furniture a few days later and submitted all the required doumentation to be reimbursed my $480.97 but Conn's has not refunded my money. Please help! I have emails that I have submitted along with heir sporatic replies.

  Business Response

  Date: 07/15/2024

  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. He purchased furniture along with an RSA plan but later returned the furniture. Despite providing all necessary documents for reimbursement for the warranty, he has not yet received a refund; and
  2. He is requesting a refund.
  
  Our investigation reveals that:
  
  1. On May 24, 2024, Mr. ****** purchased a Utopia furniture set, which was received on May 25, 2024. However, on June 1, 2024, he requested that the furniture be replaced due to an allergic reaction to the material. Additionally, he asked if the warranty could be canceled. Mr. ****** was provided with the necessary steps to cancel the warranty coverage. However, due to a pending exchange request, we were unable to initiate the cancellation of the 36-month Furnituregard Plan; and
  2. As of July 13, 2024, a refund of $520.65 has been initiated to the original payment method used by Mr. ****** at the point of sale: his MasterCard.
  
  According to our records, on May 24, 2024, Mr. ****** purchased a Man Wah Utopia P2 reclining sofa and recliner with a 36-month Furnituregard Plan and a ***** Silver Roma lift cocktail table on invoice ********. We confirmed that Mr. ******* Utopia living room set and Roma lift cocktail table were delivered on May 25, 2024.
  
  We investigated Mr. ******* concerns and determined that he contacted us on June 1, 2024. Mr. ****** reported experiencing an allergic reaction to the fabric of the Utopia furniture set, resulting in hives. As a result, he requested an exchange of the furniture. Mr. ****** was advised that the exchange would require authorization from his local Conns store. During this time, Mr. ****** also asked if he could cancel the 36-month Furnituregard Plan purchased on the Utopia set. He was provided with a copy of the Service Agreement Cancellation Request and the steps to cancel the coverage.
  
  After further investigation, we confirmed that Mr. ****** was granted approval to replace the Utopia furniture set. We show that he selected a ******** *************** reclining sofa and recliner, both covered by a 36-month Furnituregard Plan. These items were delivered on July 9, 2024.
  
  Since receiving Mr. ******* complaint, we confirmed that his signed Service Agreement Cancellation Request was received on June 10, 2024. However, there was a delay in initiating the cancellation of the coverage due to his pending request for an exchange. Once the exchange was finalized, we canceled Mr. ******* 36-month Furnituregard Plan on the newly selected ******** Brentwood living room set. We have initiated a refund of $520.65 to the original payment method used by Mr. ****** at the point of sale: his MasterCard.
  
  Conn values Mr. ****** as a customer and appreciates him bringing his concerns to our attention.
  
  Sincerely,
  
  Customer Relations
  *********************************************

• Initial Complaint

  Date:07/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a couch 2-17-23 and it was delivered 3/25/23 Order #:41204276 Price: $3756.00 with extended warranty We are lodging a complaint because the cushions to the couch, specifically the corner piece and piece directly left of it, when facing the couch, are failing. The cushion collapses so you are sitting on the frame and your **** ends up below your knees. We have issues multiple complaints and ticket with the warranty company and were told they couldnt help us. So we reached out to Conns customer service directly and have gotten no help. We have spend over 4.5 hours being transferred and reopening closed tickets and no one has offered solutions. 4/17/24 a technician was sent out to our house to look at the couch, he confirmed the cushions were failing and could tell from looking at couch. They, Conns, have been contacted: 4/29 email from Conn saying they received technician report 5/1 ******* ************** Claim CX1885029-248 stating we are unable to service problem: meets manufacturer standards 5/3 we call talk to MiKyla, she is unable to reopen ticket

  Business Response

  Date: 07/17/2024

  Conns HomePlus (Conns) appreciates the opportunity to respond to Ms. ******* concerns.We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. ****** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.?? 
  
  Ms. ****** stated in the complaint:
  She contacted us several times to report that her couch was failing. We sent out a technician in April who confirmed the cushions were failing, but she was later advised that the technician reported the furniture met expectations;
  She spent several hours on the phone being transferred to a different department, but no one helped, and she was told we could not reopen her ticket and
  She is requesting to either receive an exchange or a refund.
  
  
  Our investigation reveals that:
  Ms. ****** has had two completed service inspections on her furniture. During both assessments, the furniture was found to have normal wear and tear but was up to the manufacturer's specifications;
  Once Ms. ****** was made aware that her claim was closed due to the furniture being up to specifications, she contacted us numerous times through several departments in an attempt to get a different response;
  Ms. ******** furniture did not meet the qualifications for an exchange, and we cannot issue a refund.
  
  
  Our records show that on February 11, 2023, Ms. ****** purchased the Crestview Sectional, which consists of four pieces, five vases, three stools, and a three-piece Blue Cloche bottle set. ********* elected to have her furniture delivered, which was received in good order on March 23, 2023, and the remaining items were taken from the store the same day.
  
  We researched Ms. ******* complaint and found that she has contacted us for service on her furniture on two separate occasions:
  4/15/24- Call to report that the cushions are sinking on the left side chaise, armless loveseat, and wedge. A service inspection was scheduled for April 29, 2024. During the inspection, the technician reported three pieces appeared to be losing resiliency and sinks once seated on due to normal wear and tear. After receiving the technicians report and photos taken during the inspection, Ms. ****** notified us that her claim was denied as the furniture was up to the manufacturers specifications.
  5/3/24- Ms. ****** called back to dispute the denial, and a new claim was opened to reassess all three pieces on May 17, 2024. Upon the inspection, the technician noted that all three pieces are losing some resiliency and mishaps, and the seat casing is pulling on the left side seat casing and wedge. Once we received the technician report and photos of the furniture, it was concluded that the fabric-pulling/fraying was not covered under the warranty terms. In addition, the loss of resiliency found in the cushion cores was as previously reported and deemed up to the manufacturers specifications.
  
  After further review, we show that Ms. ****** has been contacted numerous times between June 6, 2024, and July 9, 2024, in attempts to receive a different outcome. On each occasion, Ms. ****** has been made aware that we are unable to honor her request for an exchange as the furniture has been found to be up to specifications. Ms. ****** has also been informed that we cannot open a new service claim for the same issue.
  
  Conns HomePlus values Ms. ****** as our customer, and we appreciate her bringing her concerns to our attention.
  
  
  Sincerely,  
  
  
  Customer Relations 
  ********************************************* 

• Initial Complaint

  Date:07/03/2024

  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 bought an LG refrigerator from Conn's in September 2023. It has not been operational for the last two months. Conn's service person replaced some parts, but it is still not operational. I need help here. My family is struggling to keep food in this summer without a refrigerator.

  Business Response

  Date: 07/17/2024

  Conn’s HomePlus
  (“Conn’s”) 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 Conn’s regarding questions by calling our Customer Service
  Helpdesk at?1-877-358-1252 or?online?at www.conns.com.?? 
  
  Mr. **** stated in the complaint:
  He bought a refrigerator in September 2023, and it has not been working for the past two months despite replacing some parts; and
  He is requesting a replacement.
  
  Our investigation reveals that:
  Mr. Raju first contacted us on May 16, 2024, to report that the ice dispenser was not working, which was replaced on May 27, 2024. He contacted us two additional times for service in which, we ordered parts to repair. However, Mr. **** canceled the last appointment with us and stated that he contacted the manufacturer, and they sent their technician to complete the repair; and
  We cannot honor Mr. ****** request to authorize a replacement.
  
  According to our
  records, on September 4, 2023, Mr. **** purchased an LG French-door refrigerator on invoice 41852729, which
  came with a limited 1-year manufacturer’s warranty. We confirmed that Mr.
  ****** refrigerator was delivered on September 9, 2023.
  
  We investigated Mr. ****** concerns and service history and have
  discovered the following:
  
  May 16, 2024- Mr. **** contacted us to report that the craft ice maker was not working, and that the unit was making a noise. On May 27, 2024, a technician inspected Mr. ****** refrigerator and found that the craft ice maker was defective. The unit is hooked up to Wi-Fi and should have been updated, but it did not update. The technician verified that the ice maker was not making ice and was making strange noises. As a result, the technician replaced and installed a new craft ice maker from the truck stock.
  May 31, 2024- we received a report that Mr. ****** refrigerator was displaying an error code. A technician inspected the refrigerator on June 7, 2024, and found that the unit was displaying an FFE error code and there was a freezer evap issue. On June 13, 2024, the technician returned to Mr. ****** residence and installed a new grille assembly (fan) and PCB assembly (mainboard). After the parts were installed, the technician tested the refrigerator and verified the water flow. He also noted that his refrigerator had never filtered and came from the factory with a cover cap and no filter.
  June 14, 2024- Mr. **** reached out to us again, reporting that his freezer stopped working just a day after repairs were completed. On June 18, 2024, our technician inspected Mr. ****** refrigerator and checked all the work done on the 13th. The technician found nothing out of place, no broken or pinched wires, and no issues with the refrigeration lines. Additionally, there was zero frost pattern, and the compressor was running at .2 amps and 214 volts. Based on these findings, the technician ordered parts for a seal system repair. However, on June 24, 2024, Mr. **** informed us that he had contacted LG and arranged for a technician to service the unit. On June 25, 2024, we contacted Mr. **** and informed him that we would send a technician to retrieve the ordered parts so that they could be returned to the service center. Due to Mr. ****** decision not to proceed with service by our technician, his service order was canceled.
  
  At this time, we
  are unable to fulfill Mr. ****** request to authorize a replacement. Although
  we made an effort to repair Mr. ****** refrigerator and ordered the required
  parts, he informed us that the service was not necessary because he had
  arranged for the manufacturer to send a technician to inspect and service the
  unit. As a result, the parts were returned, and his service order was canceled.
  
  Conn’s HomePlus
  values Mr. **** as a customer and appreciates him bringing his concerns to
  our attention.
  
  Sincerely,  
  
  Customer Relations 
  Conn’s HomePlus 

  Customer Answer

  Date: 07/23/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  [Provide details of why you are not satisfied with this resolution.] They are not considering the pain and trouble created because of faulty device and improper service done by Conn’a they have. I would like get money for the food wasted because of the problematic fridge and their support.
  
  
  
  Regards,
  
  
  
  
  
   
  

  Business Response

  Date: 07/24/2024

  A food loss claim form has been attached. Mr. **** is requested to complete the form and return it to the address provided in the attachment.

  Customer Answer

  Date: 08/01/2024

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

  I have submitted attached food claims, so far i ddint get any acknowledgement from Conn's 
  

  
  
  
  
  
  Regards,
  
  
  
  
  
   

  
  

  Business Response

  Date: 08/01/2024

  We have received Mr. ****** completed food loss claim, and it has been forwarded to the warranty department for review.

  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.  
  
  
  I don't know  what is happening 
  
  
  
  Regards,
  
  
  
  
  
   
  

  Business Response

  Date: 08/15/2024

  We have received Mr. ****** completed food loss claim, and it has been forwarded to the warranty department for review.
  

• Initial Complaint

  Date:07/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The interest rate should be illegal. I was told I had a year to pay this off before getting charged with interest. They also included an insurance premium in the amount I was supposed to finance, but I have requested to have that removed. They have yet to remove the $746.50.

  Business Response

  Date: 07/15/2024

  Conns HomePlus (Conns) appreciates the opportunity to respond to Ms. ******* concerns. We have a history of over 130 years of quality customer service and satisfaction,and we would not want anything to impair that record.  As a reminder, Ms. ****** *** contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.?? 
  
  Ms. ****** stated in the complaint:
  She was told she had one year to pay her account before getting charged interest;
  We included an insurance premium that she has requested to have removed, but we have not removed the $746.50; and
  She is requesting a billing adjustment.
  
  
  Our investigation reveals that:
  Ms. ******* account initially qualified for a 12-month Cash Option to be paid in full by August 5, 2023. However, Ms. ****** did not fulfill the cash option amount; therefore, interest was applied to her account as listed under her contract;
  We received Ms. ******* request to cancel Conns Insurance and her supporting documents on June 30, 2024. The insurance has been canceled, and she received a pro-rated refund of $241.48 for her account as listed under the terms; and
  Ms. ****** has received credit to her account for the insurance cancellation; no further adjustments are required.
  
  
  Our records show that on August 6, 2022, Ms. ****** purchased the ******* Sectional with a 36-month FurnitureGard Plan and a ******* French-door refrigerator. On August 8, 2022, Ms. ******* items were delivered and signed as received in good order.
  
  We researched Ms. ******* concerns and discovered that her account initially qualified for a 12-month Cash Option promotion. Per the promotion terms, the total balance of $7,185.88 must be paid by August 5, 2023. In a review of Ms. ******* payment history, she paid $6,270.19, which did not meet the requirements to fulfill the promotional offer. Therefore, interest was added to her account as listed under the terms of her contract.
  
  Concerning the insurance premium, we show that Ms. ****** initially contacted us on August 30, 2022, inquiring about how to remove the optional insurance coverage. We sent Ms. ****** a cancellation form and instructed her to return it with a copy of her declaration page to remove the insurance.However, we did not receive the requested documents.
  
  Upon further review, we found that on June 30, 2024, Ms. ****** submitted her insurance cancellation form and declaration. Once the coverage was removed, Ms. ****** received a pro-rated refund of $241.48 to her account as listed under the terms. She expressed her dissatisfaction with receiving a partial credit but has been advised that she may provide supporting documents showing she submitted the cancellation and declaration page earlier to review her concerns further.
  
  
  
  Conns HomePlus values Ms. ****** as a customer, and we appreciate her for bringing her concerns to our attention.
  
  Sincerely,  
  
  Customer Relations 
  ********************************************* 

• Initial Complaint

  Date:07/02/2024

  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 ordered a TV online it was delivered to my house on 06/28/24. Open delivery the delivery team refused to take the tv in my house and insisted on testing ot on my front porch. I then took the TV inside my house with mo help. I had to take my son to the hospital immediately after the delivery and dhe was admitted for an infusion treatment for his kidney disease so I was not able to setup the TV until the night of 06/30/25. The TV looked fine until I removed the screen protector and that is when I noticed a crack on the top if the TV. Conn's refuses to help me and exchange the TV. I did not drop or damage the TV in anyway. They are extremely rude over the phone and the supervisor refused to escalate my call.

  Business Response

  Date: 07/11/2024

  Conn’s HomePlus
  (“Conn’s”) 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 Conn’s regarding questions by calling our Customer Service
  Helpdesk at?1-877-358-1252 or?online?at www.conns.com.?? 
  
  Mr. ****** stated in the complaint:
  
  On June 28, 2024, the television he purchased was delivered. During the delivery, the team refused to take the unit into his home and insisted on testing the unit on his front porch. He noticed the television was damaged after setting it up on June 30, 2024, and we are refusing to exchange the unit; and  
  He is requesting an exchange.
  
  Our investigation reveals that:
  
  On June 28, 2024, Mr. ****** received his television. We confirmed that the television was inspected and tested in the area of his choice. Mr. ****** signed the delivery receipt to acknowledge that the unit was inspected and found free of damage or issues. On July 1, 2024, Mr. ****** contacted us to report that his television was damaged. We requested images of the alleged damage, and upon review, it was determined that the television had sustained accidental damage, resulting in a cracked screen with a point of impact. Based on our findings, Mr. ****** was informed that the damage was not covered, and we could not authorize an exchange; and
  We cannot honor Mr. ******** request to authorize an exchange.
  
  According to our
  records, on June 24, 2024, Mr. ****** placed an online order. He purchased a
  Hisense 65” mini ULED 4k Google TV with a limited 1-year manufacturer’s
  warranty and a Hisense 200W 2.1 channel soundbar on invoice 60175952. We
  confirmed that Mr. ******** television and soundbar were delivered on June 28,
  2024, in good condition. We show that Mr. ****** signed his delivery receipt
  acknowledging that his merchandise was inspected for damage. An exchange or
  price concession would not be authorized for damage after delivery. During Mr.
  ******** post-call, he indicated that his delivery had been received with no
  damage.
  
  We investigated
  Mr. ******** concerns and found that he contacted us on July 1, 2024, to report
  that his television was damaged and had a cracked screen. Based on Mr. ******’s
  concerns, an incident ticket was created, and we requested images of the
  alleged damage. Once we received and reviewed Mr. ******'s photos, we
  determined that his television displayed accidental damage that resulted in a
  cracked screen and a point of impact. Based on these findings, Mr. ****** was
  informed that the damage was not covered under the terms and conditions of his
  manufacturer’s warranty, and we could not approve an exchange.
  
  At this time, we cannot honor Mr. ******** request to authorize an
  exchange. It has been verified that Mr. ******** television was inspected during
  his delivery, and no damage or issues were found. Mr. ******** television
  displays a cracked screen, which is not covered under the terms of his warranty
  coverage.
  
  Conn values Mr. ****** as a customer
  and appreciates him bringing his concerns to our attention.
  
  Sincerely,  
  
  Customer Relations 
  Conn’s HomePlus 

• Initial Complaint

  Date:07/02/2024

  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 bought a dishwasher and refrigerator from Conns on June 4, 2024. The dishwasher was in stock at the warehouse so I picked it up. I was told that the fridge is a special order so I would need to set a delivery date for two weeks later in order for them to get the fridge in and delivered. I did that. Placed the delivery date for June 20, 2024. So the 18th of June came around and I received a called from them stating the refrigerator is supposed to show up on the 22nd of June and would be delivered the following Tuesday, the 25th. Since then *** had to call the store 1-2 per week to try and figure out why I havent gotten the refrigerator. Every time I call the manager rushes me off the phone saying, Ill email the distribution center and call you back. I have YET to receive a call back. My first payment is due on July 4th, *********************************************************************** my possession. Im at the point of ********* everything! The only reason I went to Conns is because I was told I could have this fridge within two weeks. At this point I could have gone through ********** and had it delivered already.

  Business Response

  Date: 07/15/2024

  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. On June 4, 2024, he purchased a dishwasher and a refrigerator. He picked up the dishwasher on the same day. He was informed that the refrigerator, being a special-order item, would be delivered within two weeks. However, on June 18, 2024, he was told that the refrigerator would now be available on June 22, 2024. However, the refrigerator did not arrive. He called his local Conn's store to inquire about the delay but has not received an update; and
  2. He is requesting a billing adjustment.
  Our investigation reveals that:
  1. On June 4, 2024, Mr. ******* bought a dishwasher and a refrigerator. He chose to pick up the dishwasher from his local Conns. However, the refrigerator was a special-order item, and the delivery was rescheduled to June 20, 2024. Unfortunately, the refrigerator wasn't available by the expected delivery date, so the delivery team couldn't complete the delivery; and
  2. As of July 5, 2024, Mr. ******** refrigerator has been canceled and removed from his invoice. We confirmed a credit of $3322.04 was processed to Mr. ******** account. Additionally, his monthly payment has been reduced from $180.56 to $21.92.
  

  According to our records, on June 4, 2024, Mr. ******* purchased a ******* Bespoke smart dishwasher, dishwasher kit, and ******* Flex French door refrigerator with a 24-month ************** Agreement on invoice ********. It was confirmed that Mr. ********* invoice included special order items. Therefore, he was informed at the time of purchase that it would take a couple of weeks for the merchandise to become available for delivery. As a result, the delivery of his refrigerator was postponed to June 20, 2024, as mentioned on his signed invoice. We confirmed that he successfully picked up his dishwasher from his local Conns HomePlus, which was received in good condition.
  

  We investigated Mr. ******** concerns and found that he was contacted on June 18, 2024, regarding his delivery. Mr. ******* was informed that his refrigerator was still not available, and it was now expected to become available on June 22, 2024.
  

  Upon further investigation, it was discovered that on July 1, 2024, Mr. ******* was notified that the desired refrigerator from the manufacturer was still pending. Mr. ******* expressed dissatisfaction due to the delivery delay. We apologized for the inconvenience caused by the delay and provided Mr. ******* with the option to cancel the refrigerator from his invoice to receive a credit to his account, wait for the refrigerator model to become available, or choose a different available refrigerator model for immediate delivery. It was confirmed that Mr. ******* canceled the refrigerator from his invoice on July 5, 2024, and a credit of $3322.04 was applied to the principal balance of his account. As a result, Mr. ******** monthly payment was reduced from $180.56 to $21.92. Additionally, Mr. ******** first payment due date was updated to August 4, 2024, to reflect the credit received.
  

  Conns values Mr. ******* as a customer and appreciates his bringing his concerns to our attention. We extend our apologies to Mr. ******* for the inconvenience that he encountered during this time.
  

  Sincerely,
  

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

  Customer Answer

  Date: 07/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Conns has completely lied about this. I have yet to call and cancel my order for the refrigerator. Ive complained numerous times, but I never once said Cancel my order for the refrigerator, or anything along those lines. Im honestly in disbelief. After reading this, I most definitely do not want the fridge. The fact that this company lied on the reply to my complaint as well as providing false information to the BBB is unbelievable. 
  
  Regards,
  
  ******* *. 
  
   
  

  Business Response

  Date: 07/24/2024

  According to our records, Mr. ******* was informed on July 1, 2024, that the refrigerator model he desired was unavailable. He was presented with options to either wait for the model to become available, cancel the refrigerator from his invoice for a credit, or choose an alternative model ready for immediate delivery. Mr. ******* chose to cancel the refrigerator from his invoice. Therefore, the refrigerator was canceled and a credit of $3,322.04 was applied to his account's principal balance with an effective date of June 4, 2024. This adjustment reduced his monthly payment from $180.56 to $21.92, with the new payment schedule starting on August 4, 2024. As of July 24, 2024, Mr. ********* account payoff is $403.32.

• Initial Complaint

  Date:07/01/2024

  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 couches and a washer and dryer from Conn's. I signed up to have zero interest if paid within 12 months. I paid the debt off in February of 2023, which was the 12th month. They continue to try to collect from me stating that the payment was made in February, however there is interest that collected and is now in default. I spoke with the manager at the location where I did the purchases and he said that as long as the payment was made by the end of the month, there were no penalties. That location has closed. I have tried to get resolution from other stores and they refer me to the corporate office, which no one answers at and there is not a voicemail set up. Their toll free number only routes me to collections and when I ask to speak to a manager or someone that is not in collections, they say that I HAVE to speak to collections, because that is where the account is. One supervisor told me that she would have been able to fix it, except now that it is in collections, they have to do it. No one there will fix this error. It is now affecting all 3 credit bureaus, as they are reporting this as a late payment of over 90 days. I want this corrected on my credit and a zero balance letter.* I have attached a copy of the payment coupons, showing that the 121th payment was not due until March and I paid it in February

  Business Response

  Date: 07/15/2024

  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. Schneider stated in the complaint:
  
  She paid off her account in February 2023, but Conns is still trying to collect and stating that there is a remaining balance with interest; and
  She is requesting to have her credit bureau updated.
  
  Our investigation reveals that:
  
  On February 25, 2023, Ms. ********* paid $1,500.00 on her account. Unfortunately, the payment was made 13 days after her cash option had expired on February 12, 2023. Therefore, instead of closing out her account, the payment put the account in a "paid ahead" status. Because the cash option had expired, interest was added to her account in accordance with the terms and conditions of her signed contract and cash option addendum page; and
  We have honored Ms. ********** request for a billing adjustment to update her credit bureau. It has been confirmed that, although Ms. ********** account was paid 13 days after the cash option's final expiration date, February 12, 2023, we have honored her request as a courtesy goodwill exception to close out the account under the terms of the cash option.
  
  
  According to our records, on February 2, 2022, Ms. ********* purchased a ******* Furniture ********* four-piece living-room set and a ******* high-efficiency top0load washer and top-load electric dryer, both with a 36-month ************** Agreement on invoice ********. It has been verified that Ms. ********* signed a 36-month Retail Installment Contract, agreeing to pay the minimum monthly payment of $228.25,due on the 2nd of every month. We show Ms. ********** living-room set and appliances were delivered on February 3, 2022.
  

  Ms.********** account included a ******************************* deferred-interest financing promotion (cash-option) as described on the Cash Option Addendum Page of her signed documents (attached with this response).Under the terms of the cash option, the account will not accrue any finance charges if all scheduled monthly payments are paid within ten (10) days of the due date and the unpaid cash-option price is paid within ten (10) days of the expiration date of February 2, 2023 (i.e., final expire date of February *******). 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 Retail Installment Contract. Unfortunately,Ms. *********** cash option was voided because the total cash option price of $4,938.61 (as originally stated on the Cash Option Addendum but later reduced to $4,915.94 after the credit property insurance was cancelled) was not fulfilled by the expiration date of February 12, 2023. Due to this, interest was added to Ms. ********** account as per the terms and conditions of her signed contract and cash option addendum page.
  

  We investigated Ms. *********** concerns, and it was discovered that she made a $1,500.00 on her account that was posted on February 25, 2023. Unfortunately, this payment was received 13 days after the expiration of her cash option on February 12, 2023. This led to interest being added to the account from the original date of purchase. In addition, Ms. ********** account was set to a paid-ahead status, meaning that the payment of $1,500.00 paid approximately six in a half (6 ) additional payments of $228.25 paying the account in advance under the original terms of her agreement, and her next monthly payment of $228.25 was not due until March 2, 2024.
  
  Upon further investigation, we attempted to contact Ms. ********* on March 3, 2024, and March 4, 2024, as her payment for March 2, 2024, was not received on time. Our aim was to assist her by making payment arrangements to bring her account up to date. Our records indicate that she returned our call on March 6, 2024. During the conversation,Ms. ********* mentioned that she had made her last payment to the account in February 2023 and believed that her account should be closed. On April 3, 2024,Ms. ********* contacted us again regarding her account status. We explained her account terms, informing her that on February 25, 2023, her payoff balance was $2,609.07.   When she had paid $1500.00, this left a remaining balance of $1,109.07 under the original terms of the contract due to the cash option not being paid by the expiration date. We also notified her that her cash option had expired on February 12, 2023, and interest had been added to the account due to the total cash price not being fulfilled. We provided Ms. ********* with the breakdown of her account as follows: a $1,109.07 balance, a $10.00 late fee, $24.14 for insurance, and $1,211.97 in interest,totaling a payoff amount of $2,355.18 at that time.
  
  After careful consideration, we have made a goodwill exception to close out her account under the terms of the cash option. Even though Ms. *********** last payment of $1,500.00 was made and posted to her account thirteen (13) days after the cash option expired on February 25, 2023, we are pleased to honor her request as a courtesy goodwill exception close out. We will be submitting an Automated Universal Update (AUD) form to Experian, Equifax, and ********** to update their reports.Please allow thirty (30) to forty-five (45) days for the updates to appear on your Conns account with each bureau. Lastly, the honoring of the account closeout, under the terms of cash option, has resulted in a refund to Ms. ********* in the amount of $613.79.  Please allow approximately thirty (30) to forty-five (45) days for the processing and transmittal of the refund payment.    
  
  Conn values Ms. ********* as a customer and appreciates her bringing her concerns to our attention.
  
  Sincerely,  
  
  Customer Relations 
  ********************************************* 

  Customer Answer

  Date: 07/16/2024

  [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:07/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I purchased a dryer in February from this company that just randomly shuts off during the cycle. They were notified of this May 20th,2024. We didnt realize thats what was happening until that time. I have been fighting now for months to get a dryer exchange and to have money removed from the price owed since we have not had a working dryer since day 1. Ive had 2 different technicians come to my home. The first one on June 4th ordered a part that was incorrect to the problem. The 2nd one put on the part and just left didnt even check if it was fixed. I chased him down and he came back inside to claim it was a circuit board. He never ordered a part and I waited days thinking someone would call. I called only to be told they werent aware of this and theyd have to send someone else out to look. They then schedule a 3rd party service called D3S who Ive waited on all day today July ******. I call them and they said they need to reschedule that the technician cant make it today. This issue has caused me physical chest pains and emotional turmoil Im at the part of feeling like Im about to have a heart attack. Repairs department sends me to customer service when I tell them the issue and that they need to take money off the price and customer service just sends me back to repairs. Nobody will help me and we still dont have a working dryer but they expect us to keep paying. They need to exchange the dryer and take money off of the price owed. Enough is enough and they just keep giving us the run around Im physically and emotionally exhausted of this situation. I have even contacted the local store in ******, Tx who has contacted higher up people and still have gotten no where.

  Business Response

  Date: 07/15/2024

  Conns HomePlus (Conns) appreciates the opportunity to respond to Mrs. *********** concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mrs. ********** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??
  
  Mrs. ********** stated in the complaint:
  
  1. In February, she and her husband bought a dryer. However, in May, the unit started turning off by itself. She has been struggling to have the dryer exchanged, and it has not been working since the day she bought it;
  2. She had an appointment with a third-party service technician for inspection on July 1, 2024, but she later received a call saying that the technician had to reschedule due to unavailability; and
  3. She is requesting an exchange.
  
  Our investigation reveals that:
  
  1. On February 16, 2024, Mr. ********** bought a ******* dryer, which was delivered on February 21, 2024. Our records show that we were first contacted on May 20, 2024, when Mr. ********** reported that the dryer would turn off by itself. On June 4, 2024, a technician inspected the unit and found that the thermistor needed to be replaced. The replacement was installed on June 10, 2024;
  2. Mr. ********** had an inspection scheduled with a third-party certified technician on July 1, 2024. Unfortunately, the technician had an accident and was unable to complete the inspection. Therefore, a new appointment was scheduled for July 22, 2024; and
  3. We cannot honor Mrs. *********** request to authorize an exchange.
  
  According to our records, Mrs. *********** concerns are related to a purchase associated with ******* **********. On February 16, 2024, Mr. ********** purchased a ******* top-load washer and electric dryer, both of which came with a limited 1-year manufacturers warranty on invoice ********. We confirmed that Mr. *********** appliances were delivered on February 21, 2024.
  
  We investigated Mrs. *********** complaint and discovered the following:
  
  May 20, 2024- We received a report that Mr. ************ dryer was not turning off. We confirmed that Mr. ********** was initially scheduled to have his dryer inspected on May 29, 2024. However, he requested that his appointment be rescheduled. On June 4, 2024, the technician inspected Mr. *********** dryer and discovered that the unit was turning off before completing its cycle. It was determined that the thermistor needed to be replaced. On June 10, 2024, the technician returned to Mr. *********** residence and successfully installed a new thermistor. Once the part was installed, the technician tested Mr. *********** dryer and found that it was functioning properly.
  June 18, 2024- we received another complaint from Mr. ********** about his dryer randomly turning off. We had previously scheduled a third-party certified service provider to inspect the dryer, but unfortunately, the technician had an accident and
  could not complete the inspection on July 1, 2024. As a result, a new inspection appointment was set for July 22, 2024. Due to a service delay, we submitted a request for an exchange, but it was rejected by the manufacturer, who instructed us to proceed with the service. We informed Mr. ********** about the service process on July 12, 2024, and July 13, 2024, and reminded him about the inspection scheduled for July 22, 2024.
  
  At this time, we cannot honor Mrs. *********** request to authorize an exchange. Mr. *********** dryer is currently being serviced under the terms and conditions of his manufacturers warranty. He is scheduled to have his dryer inspected on July 22, 2024. Once the inspection is complete and we obtain the technicians report, we will be able to determine what further action is required.
  
  Conn values Mrs. ********** as a customer and appreciates her bringing her concerns to our attention.
  
  
  Sincerely,
  
  Customer Relations
  *********************************************

  Customer Answer

  Date: 07/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  There was more than one visit by conns. The one where the thermistor was replaced the technician did NOT make sure the dryer was working. I chased him down in my driveway and was then told it was the circuit board. He NEVER ordered the part. When I called days later when I was waiting for a call for them to schedule to fix it AGAIN. The agent told me they werent aware it wasnt working. So yet again their tech did not do their job! Im expected to still make payments yet I STILL dont have a working dryer! It has been doing the same thing since getting it which I explained from the get go. This is the worst customer service experience I have ever experienced. None of the agents on the phone know what they are doing and just kept bouncing me back and forth to different departments. Either conns can make this right or I will be moving forward with turning them into the Texas attorney general for malpractice along with my efforts with the better business bureau. This company is not honoring the warranty and making it right for the customer. We make our payment every month and are still without a dryer. It is unacceptable.

  Regards,
  
  **** **********
   

  
  

  Business Response

  Date: 07/29/2024

  Thank you for the opportunity to respond to Mrs. ************ additional comments. It has been verified that Mr. ********** was scheduled for service on July 22, 2024. Due to incident, the technician was unable to complete the call. As a result, Mr. ************ service appointment was rescheduled. On July 25, 2024m, we were notified that Mrs. ********** had missed a call, she was provided with the serviceman and manufacturer's contact information for further assistance. 

  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 am still yet without a working dryer after 5 going on 6 months. You have not held up a good standard of service. I then received a call stating that conns has filed bankruptcy and wont be assisting in the repair process anymore which is utterly ridiculous. I purchased the dryer from conns. You all will be held responsible even if that means getting an attorney. Im tired of being toyed with as is my husband. Make this right on your own before we take legal action. My husband and I have both had enough of the games. Your company sold us a faulty product and is refusing to make it right. We want to be compensated for the stress this has caused along with loss of use on the dryer for the 5 months since we purchased it. 
  
  Regards,
  
  
   
  

  Business Response

  Date: 07/31/2024

  As stated, t has been verified that Mr. ********** was scheduled for service on July 22, 2024. Due to incident, the technician was unable to complete the call. As a result, Mr. ************ service appointment was rescheduled. On July 25, 2024m, we were notified that Mrs. ********** had missed a call, she was provided with the serviceman and manufacturer's contact information for further assistance. Furthermore, we are unable to authorize compensation. 

• Initial Complaint

  Date:07/01/2024

  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 placed an order for furniture from this company and it was supposed to be delivered on June 29th however called to verify that they would be here the day before and I found out they were not going to be delivering on that day and they just did not reach out to tell me that it was gonna be delivered on on July 1st however, now Im being told that it will not be delivered on July 1st which is today and ithey would try to get it to me on July 5th. I got rid of my furniture on June 27th because they told me they were delivering on June 29th. Now they are telling me July 15th. I have stenosis and I have lupus so I have to have somewhere to sit because of this. I have nothing downstairs to sit on and none of this is acceptable. Theyre not trying to help me. They just keep saying were calling the warehouse and then thats how they can do and then they told me just go ahead and file my complaint due to my health issues furniture and would not have gotten rid of my furniture had told me they were not going to deliver. I feel I need to be reimbursed for the movers that Ive paid to come and move my furniture out and I need to have my furniture here as soon as possible but customer service with this company is horrible.

  Business Response

  Date: 07/10/2024

  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 placed an online order and was supposed to receive delivery on June 29, 2024. However, she later found out that her delivery would not be completed on that day;
  She was given several delivery dates for her furniture, but they kept changing, and we have not offered any assistance; and
  She is requesting to have her furniture delivered.
  
  Our investigation reveals that:
  
  On June 18, 2024, Ms. ****** placed an online order. After finalizing her purchase, she received a delivery notification stating that her delivery would be scheduled for July 13, 2024. However, she contacted us and asked us to reschedule the delivery for an earlier date. As a result, on June 20, 2024, Ms. ******** delivery was rescheduled to June 25, 2024;
  Ms. ****** was notified that the furniture she wanted was not available, and a request had been made to transfer the items from a different warehouse in an attempt to get the furniture sooner. However, she was informed multiple times that we could not reschedule her delivery to an earlier date, and we informed her the soonest availability was July 15, 2024; and
  As of July 2, 2024, Ms. ******* invoice has been canceled as requested.
  
  According to our records, on June 18, 2024, Ms. ****** placed an online order. She purchased a Man *** ****** living-room set consisting of a reclining loveseat and reclining sofa, both with a limited 1-year manufacturers warranty on invoice ********. Once Ms. ******* order was finalized, incident ticket ******* was created, and she was sent a delivery notification via email at ******************** advising her that her delivery was scheduled for July 13, 2024.
  
  We investigated Ms. ******** concerns and discovered that she contacted us on June 19, 2024, after receiving a delivery notification. She informed us that she would not be available to accept the delivery as she would be out of *******. ****** asked if it was possible to reschedule her delivery to an earlier date. In response to her request, we submitted alternative dates for her delivery: June 24th, June 25th, June 26th, or June 28th. On June 20, 2024, the delivery date was changed to June 25, 2024. On the scheduled delivery date, ********* contacted us, mentioning that she did not receive a call and was not aware of the status of her delivery. After investigating, we found that her delivery had been rescheduled for July 1, 2024, as we were awaiting inventory to complete her order. Our delivery department had informed Ms. ****** that her requested dates (June 26th and June 28th) were impractical due to the unavailability of the desired models, and we were pending a transfer from a different warehouse.
  
  On June 29, 2024, Ms. ****** contacted us, expressing dissatisfaction with the rescheduled dates. We apologized for the inconvenience and explained that we were waiting for the merchandise. We offered to schedule her delivery for July 15, 2024, but Ms. ****** declined, requesting an earlier date.Unfortunately, due to the pending transfer, scheduling the delivery for an earlier date was not feasible.
  
  Upon further review, it was found that Ms. ****** contacted us again on June 30, 2024, and July 2, 2024, regarding the status of her delivery. ********* was informed once more that the desired models were still in transit,causing delays and inconvenience. Therefore, Ms. ****** requested to cancel her purchase. Per her request, her order was fully canceled on July 2, 2024. A credit of $1200 was processed to her Conns account, and a refund of $276.58 was issued to the original payment method.
  
  Conn values Ms. ****** as a customer and appreciates her bringing her concerns to our attention. We apologize to Ms. ****** for the inconvenience that she has encountered during this time.
  
  
  Sincerely,  
  
  Customer Relations 
  *********************************************