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:07/01/2024

  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.

  I received an electric range on the 26th day of June. The range was delivered by supposed installers that only plugged it in and because the plug was not the right one the range protruded to the middle of the kitchen. My sister who is blind and the range was bought for is unable to use it because it presents many hazardous scenarios and is not compatible with the plug or her blindness.. I reached out to the store for return and was given a bogus number to call for ***** or ***** and since then the store doesn't answer my calls that I have made 3 times a day since. My sister is blind and can not use the range not to mention, navigate the dangers to her from it. I am trying to return the range and get one compatible to her so that she can prepare food and eat it. This range is incorrect for her and needs to be returned so she can eat,it needs a special plug that we don't have and they didn't install. I will not pay for this range and it should be picked up and credited to my account.

  Business Response

  Date: 07/10/2024

  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 bought a range from us, delivered on June 26, 2024. When installed, it protruded, posing a risk. He contacted us for help with returning the unit, but could not find a solution; and
  2. He is requesting a refund.
  
  Our investigation reveals that:
  
  1. On June 26, 2024, Mr. ******** signed his delivery receipt, accepting his electric range in good order. On June 27, 2024, and July 2, 2024, he contacted us and requested to return the range. Mr. ******** was informed that he was within the Return & Exchange timeframe and could return or exchange his range with a 15% restocking fee; and
  2. As of July 10, 2024, a return has been authorized, and Mr. ******** is scheduled to have his electric range picked up on July 15, 2024.
  
  According to our records, on June 23, 2024, Mr. ******** purchased a ******* slide-in electric range with a limited 1-year manufacturers warranty on invoice ********. We confirmed that Mr. ********* range was delivered on June 26, 2024. We show that Mr. ********* delivery receipt was signed, acknowledging that his range was received in good condition with no reported issues or defects.
  
  We investigated Mr. ********** concerns and discovered that he contacted us on June 27, 2024, and July 2, 2024, asking for the return of the electric range that he had received on June 26, 2024. We reminded Mr. ******** about Conn's Return & Exchange Policy for appliances and informed him that he was still within the return timeframe. We also let him know that he could proceed with a return or exchange, but a 15% restocking fee would apply.
  
  After receiving Mr. ********* complaint, we confirmed that a return was approved for his electric range. On July 10, 2024, Mr. ******** returned to his local Conns HomePlus store to process the return. Our records show that Mr. ******** is scheduled to have the electric range picked up and returned on July 15, 2024. Once the return is finalized, a credit of $1327.05 will be applied to his Conns account.
  
  Conn values Mr. ******** as a customer and appreciates him bringing his concerns to our attention.
  
  Sincerely,
  
  Customer Relations
  *********************************************

• 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.

  on April 25th, 2021, we lost our refrigerator due to old age. I went to Conns and was approved for ******* dollars in credit. I found a refrigerator and they said they had it in stock *********************** ************. They said if you have a truck, you can pick it up the same day and not wait on delivery or pay delivery fee. I was like ok I'll do that because we have no working refrigerator. On May 10, 2024, the new ** refrigerator went out due to a bad storm and fried the compressor and we lost all our food and all the ice in the freezer drained into our floors. I called Conns service and they scheduled a tech to come out that flowing Monday the 13th. Tech showed up with no parts to tell me the compressor was bad, and we needed a new one. Well, I told this to the service operator when I called them. The tech ordered parts in front of me and said it will be 2 days and we will call back to come put parts on ***** the 17th. I get a call on Thursdays the 16th telling me parts were not shipped and would have to reschedule. Week went by and still no parts or call from anyone. I call back and they tell me parts were never ordered and I ask for a manager and I get a call from *** to tell me he ordered parts and should have them by the end of week. I get parts call Agin for tech to come out, take time off work again and the refrigerator still not cooling. I have to call back again and schedule again a tech and take time off work and was told by tech if this don't fix it, we will exchange your refrigerator. Its 7/1 and I still have a broken fridge. We are told now we (ME) have to load it in my truck take it to Conns and they will exchange it. Poor customer service and the lack of empathy for their customers. They are now saying since I picked it up, I am responsible for doing the exchange and I was never notified of this on the day I purchased it and drove 30 miles to pick it up.

  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. In April 2021, he bought a refrigerator from us. After a severe storm, the compressor in the refrigerator stopped working. Therefore, he contacted us on May 10, 2024, and we scheduled a technician to visit on May 13, 2024. The technician was supposed to return on May 17, 2024, but he later informed the customer that the parts had not been ordered and it would take longer to receive them;
  2. He contacted us again and was informed that the unit would be exchanged if it could not be fixed. On July 1, 2024, he is still without a functioning refrigerator. Now he has been told that since the original refrigerator was picked up, he is responsible for returning the defective unit to initiate the exchange; and
  3. He is requesting an exchange.
  
  Our investigation reveals that:
  
  1. In April 2021, Mr. ******* purchased a refrigerator. On May 24, 2024, he contacted us to report that his refrigerator was making a loud noise. A technician inspected the unit and found that the compressor had failed and needed to be replaced. The technician ordered the necessary parts. On May 30, 2024, we received a notification from the manufacturer stating that the parts were on backorder and would take longer to arrive. It was confirmed that the parts became available on June 8, 2024, and were installed on June 11, 2024;
  2. On June 14, 2024, Mr. ******* contacted us to report that his refrigerator was not cooling. After an inspection, the technician found that the compressor and drier needed to be replaced. A request for an exchange was then submitted and approved on June 25, 2024. Mr. ******* was notified of the approval and inquired about the delivery of the new unit. He was informed about the exchange process and was told that once he returned the defective unit, he could initiate the exchange and pay for the new refrigerator to be delivered; and
  3. On June 25, 2024, an exchange was approved to replace Mr. ******** refrigerator. We confirmed that his new refrigerator was successfully delivered on July 6, 2024.
  
  According to our records, on April 5, 2021, Mr. ******* purchased an ** French-door refrigerator with a 48-month ************** Agreement on invoice ********. We show that Mr. ******* elected to pick up his refrigerator from his local Conns HomePlus. Therefore, installation and setup were completed by someone other than Conns HomePlus.
  
  We have thoroughly investigated Mr. ******** concerns and service history and have found:
  
  May 24, 2024- Mr. ******* reported that his refrigerator was making a loud noise and not cooling. On May 27, 2024, a technician inspected Mr. ******** refrigerator and discovered that the compressor had failed and needed to be replaced. The technician ordered the necessary parts that same day. However, on May 30, 2024, we received a notification from the manufacturer informing us that the parts were on backorder and that it may take longer
  for the parts to be received. On June 8, 2024, Mr. ******* contacted us to report that the parts had been received. On June 11, 2024, the technician returned to Mr. ******** residence and installed the compressor and drier.
  June 14, 2024- ******* contacted us again to report that his refrigerator was not cooling. A technician inspected the refrigerator on June 19, 2024, and found that the compressor and drier needed to be replaced for the second time. Following the technician's findings, a request for an exchange was submitted. Mr. ******* was informed that the approval of the exchange would take 3-5 business days. On June 25, 2024, Mr. ********* exchange was approved, and he was promptly notified of the approval. He received credit up to the original amount paid ($2699.99) to choose a new refrigerator. During this time, Mr. ******* asked about the delivery of the new refrigerator. He was briefed on the exchange process and informed that since the original refrigerator was picked up, he would need to return the unit before initiating the exchange and paying for the delivery of the new refrigerator.
  
  Since receiving Mr. ******** complaint, we confirmed that he initiated his exchange on July 3, 2024, on invoice ********. Mr. ******* selected a GE French-door refrigerator model GNE25JYKFS with a 48-month ************** Agreement and delivery. We confirmed that Mr. ******** new refrigerator was successfully delivered in good condition on July 6, 2024.
  
  Conn values Mr. ******* as a customer and appreciates him, bringing his concerns to our attention.
  
  Sincerely,
  
  Customer Relations
  *********************************************

• Initial Complaint

  Date:07/01/2024

  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.

  Purchased a washing machine ($649.99) in June 2022; the salesman (******) gave me a signature pad and stated that my total was only just over $700 ($711-720) and that since there was a cash purchase option if paid within 12 months I should just do that and save the money I had to purchase. There was no option for me to view the invoice and the salesmans stated the correct amount for invoice total to not raise any red flags. I received no contact from Conn's - no payment book, invoice, "contract". I would only receive an email AFTER the payment was due. I began calling customer service requesting the invoice and asking why no contact. After making a payment after the "final" payment I called and on August ******* I FINALLY received a copy of the invoice and promissory note. I then learned that the invoice total was over $1,100 due to being charged for a warranty contract (******) and hoses for (*****) neither item was requested or authorized. I was instructed to complete form for cancellation of warranty. Was led to believe the matter was resolved and the account balance was corrected. I began receiving emails in February 2024 stating payment was past due. I was once again contacting them about this account. I was informed that the payments that I had made through June 2023 ($885) was reapplied and that put my account ahead and that payments were now due again. I have not received any documentation, payment book, anything from them. In the past 2 weeks I have received 2 calls from Corporate: 2 weeks ago - account is closed under cash option purchase please allow for credit cycle to complete to verify closed. Earlier today - the balance remains correct and you owe but will apply for ***** refund for hoses. I was charged just under $400 fraudulently and they refuse to do the right thing and support/stand behind the sales staff fraudulent behavior! The payments should not been reapplied and the account should have been paid in full before I even received the invoice!!

  Business Response

  Date: 07/12/2024

  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:
  
  In June 2022, she bought a washer for $649.99.  She claims she was not able to see the full invoice before signing on the signature pad and thought the total cost was around $711-$720;
  She indicated that she did not receive a copy of her invoice, contract, or payment booklet;
  In August 2023, after making her final payment, she discovered she was charged for warranty and was instructed to fill out and return a warranty cancellation form to cancel the coverage.  She also states that she should not have been charged for the hoses; and
  She is requesting a billing adjustment.
  
  Our investigation reveals that:
  
  We respectfully disagree with Ms. ********* claim that she was not given the option to view her full invoice before finalizing her purchase.  Ms. ******** must review and initial several documents, which are presented in sequence on an iPad, before her final signature is accepted.  It has been confirmed that Ms. ******** signed her invoice and contract acknowledging that she agreed to the terms and all items financed, which included the washer, washer hose, a 48-month ************** Agreement, and the Conns Property insurance;
  We have confirmed that Ms. ******** chose to receive her documents electronically at the email address provided during the purchase, ************************ In addition to this, a payment booklet was sent to the address associated with Ms. ********'s purchase on or about June 16, 2022, or usually within 7-10 business days after her account was originated: a total of four (4) more coupon books have been sent to Ms. ******** on July 19, 2022, September 21, 2022, August 30, 2023, and September 6, 2023. Furthermore, Ms. ******** requested a copy of her contract on September 20, 2022.  Therefore, an incident ticket, *******, was created, and an email was sent to ************************ which included a copy of her signed contract;
  On August 29, 2023, Ms. ******** requested a copy of her invoice, contract, and payment history.  In response, incident ticket ******* was created, and she was provided with the requested documentation.  After reviewing the documents, Ms. ******** pointed out that she should have been charged only for the washer and hoses.  As a next step, Ms. ******** was given a Service Agreement Cancellation Request and instructions on how to cancel the warranty coverage.  Additionally, she asked about the status of her cash option.  Ms. ******** was informed that ,due to missed payments, late fees had been assessed to her account, resulting in the voiding of the cash option and the addition of interest to her account as stated under the terms of the Cash Option Addendum signed on the date of purchase; and
  We cannot honor Ms. ********* request to authorize a billing adjustment.  Ms. ********* account balance is accurate, and her current payoff as of July 12, 2024, is $793.11.
  
  According to our records, on June 14, 2022, Ms. ******** purchased a GE washer with a 48-month ************** Agreement and accessories (washer hose) on invoice ********, totaling $1105.41.  It has been verified that Ms. ******** signed a 34-month Promissory Note and Security Agreement, agreeing to pay the minimum monthly payment of $59.56, due on the 14th of every month.  We confirmed that Ms. ******** elected to pick up her merchandise from her local Conns HomePlus store on June 15, 2022,which was received in good order.
  
  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. The unpaid cash-option price is paid within ten (10) days of the expiration date of June 14, 2023 (i.e., final expire date of June 24, 2023).  If the minimum monthly payment is not paid within ten (10) days of each due date and the total cash-option price is not paid within ten (10) days of the expiration date, the cash-option will be voided, and the original terms and conditions found in the promissory note and security agreement will replace the cash-option addendum. If the cash option is voided, all payments made prior to default will be applied to the contract to pay finance charges and other amounts in accordance with the terms of the promissory note and security agreement.  However,due to a late fee being assessed to her account on April 3, 2023, Ms. ********* cash option was voided due to her not paying the March 24, 2023, payment on time.  Interest was added to her account as outlined in the terms and conditions of her signed contract and cash option addendum page.   
  
  We investigated Ms. ********* concerns and found that she contacted us on September 20, 2022, and inquired about a copy of her contract.  As a result, incident ticket ******* was created, and she was sent an email to *********************** with a copy of her signed contract.
  
  On August 29, 2023, Ms. ******** contacted us and requested a copy of her invoice, contract, and account payment history.  We confirmed that incident ticket ******* was created, and an email with the requested documentation was sent to ************************ Once Ms. ******** received the documentation, she alleged that she should not have been charged for the warranty and mentioned that she should have only been charged for the washer itself and the hoses.  Due to this information, Ms. ******** was made aware at the time of her purchase; she signed her invoice acknowledging that she was aware of and agreed to all items purchased, which included the 48-month ************** Agreement.  Ms.******** was also informed that she could cancel the coverage by filling out and returning the signed Service Agreement Cancellation Request form.  We confirmed that Ms. ********* signed Service Agreement Cancellation Request was received.  The coverage was canceled on August 30, 2023,and a pro-rated credit of $217.32 was applied to the principal balance of her account.  Additionally, Ms. ******** also inquired about the cash option.  Ms.******** was informed that late fees were assessed to her account, and her cash option was voided on April 3, 2023, due to her not paying March 24, 2023,payment on time.  As a result, interest was added to the account as stated in the terms and conditions located in the Cash Option Addendum.
  
  Upon further review, we discovered that Ms. ******** contacted us on February ******, February 2, 2024, and February 9, 2024, regarding her account balance.  She stated that her account should be closed and paid in full.  On February 21, 2024,we attempted to contact Ms. ******** to discuss her concerns, but we were unsuccessful.  Since we could not reach Ms. ******** via phone, we sent her an email informing her that the 12-month no-interest promotion had expired on April 3, 2023, due her not paying the March 24, 2023 payment on time, and once it expires, we cannot reinstate it. As per her agreed-upon documents, interest was now added to the account from the date of purchase.  The total cash option price of $1,204.86 needed to be paid by the expiration date of June 14, 2023.  Our records show Ms. ******** paid $885.60 into the account, which did not satisfy the cash option.  She was also informed that the payoff amount at that time was $693.34.  We also provided her with a copy of her account payment history.  On March 12, 2024, Ms. ******** contacted us and asked to have property insurance removed from her account.  We provided her with the necessary form and steps to cancel the coverage.  It has been verified that Ms. ********* property insurance was successfully canceled,resulting in a credit of $83.45 being applied to the principal balance of her account.
  
  At this time, we cannot honor Ms. ********* request to authorize a billing adjustment.  We confirmed that late fees were assessed to Ms. ********* account.  Additionally, she did not fulfill the total cash option price of $1204.86 by the expiration date of June 14, 2023.
  
  Conn values Ms. ******** as a customer and appreciates her bringing her concerns to our attention.  We have included all supporting documentation in our response, which includes Ms. ********* signed paperwork and account payment history.
  
  
  Sincerely,  
  
  Customer Relations 
  ********************************************* 

• Initial Complaint

  Date:06/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 29th my husband and I purchased a cooktop and paid with our credit card totaling $1,527.39. The product was defective and when we called the store to ask what we can do to get this fixed or returned the store stated they would be unable to help us. We showed up to the store and requested a refund but were told they would hold a $180 restocking fee. When we asked why they stated they had to. Stating they went over all this information when we were purchasing. Which is false. They went over the warranty if something were to happen months from now not if we had issues within a day. The product was fine, in the box, and yet they still held $180.

  Business Response

  Date: 07/10/2024

  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. On June 29th, she purchased a cooktop that was defective. Therefore, she contacted her local Conns store to have the issue fixed and was told we could not help;
  2. She returned to her local Conns and requested a refund. She was informed that the restocking fee of $180 would be deducted; and
  3. She is requesting a refund.
  
  Our investigation reveals that:
  
  1. On June 30th, we were notified that Mr. ****** was not satisfied with his cooktop and requested for the unit to be returned. Mr. ****** was advised that he was still within his Return & Exchange period and had the option to initiate a return or exchange with a 15% restocking fee;
  2. Once Mr. ****** returned to his local Conns store, he stated that the cooktop was not functioning properly and requested a refund. We asked if we could set up a service appointment to have the unit inspected, but the offer was declined. As a result, Mr. ****** was reminded of the Return & Exchange Policy and was informed that he could return the cooktop with a 15% restocking fee; and
  3. We cannot honor Mrs. ******* request to authorize a refund.
  
  According to our records, we confirm that Mrs. ****** has concerns regarding a purchase associated with ******** ******. On June 29, 2024, Mr. ****** purchased a Frigidaire 30 induction electric cooktop model GCCI3067AB with a 24-month ************** Agreement on invoice ********. We show that Mr. ****** elected to pick up his cooktop from his local Conns HomePlus store.
  
  We investigated Mrs. ******* concerns and found that we were contacted on June 30, 2024. Mr. ****** indicated that he was unsatisfied with his cooktop and requested that the unit be returned. Based on this information, Mr. ****** was informed that he was within his Return & Return timeframe and could initiate a return or exchange with a 15% restocking fee of $180. He was directed to his local Conns store for assistance with the return.
  
  Upon further review, we discovered Mr. ****** visited his local Conns store to return his cooktop. During his visit, Mr. ****** reported that the cooktop was not working properly. We offered to schedule a service call to inspect the cooktop, but he declined. As a result, Mr. ****** was reminded of Conns Return & Exchange Policy and was informed that he could return the cooktop with a 15% restocking fee. Mr. ****** expressed dissatisfaction and emphasized that the restocking fee should be waived due to his long-term customer status. Unfortunately, Mr. ****** was informed that we could not authorize the return without the restocking fee. Therefore, Mr. ****** paid the required restocking fee of $180, and the return was processed, resulting in a refund of $1527.39 being issued to his original payment method, his Discover card.
  
  At this time, we are unable to approve Mrs. ******* request for a refund. We suggested scheduling a service call to inspect the cooktop, but this offer was rejected. As a result, Mr. ****** was advised that a 15% restocking fee would be necessary to process the return.
  
  Conn values Mrs. ****** as a customer and appreciates her bringing her concerns to our attention.
  
  Sincerely,
  
  Customer Relations
  *********************************************

  Customer Answer

  Date: 07/11/2024

  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.  
  
  Aside from the obvious restock fee this company charges. The store failed to express the return policy/ restocking fee during closing/ purchasing of the item. 
  

  My husband requested a technician come see the item urgently as it was purchased as a present and the item did not work. Sadly, we were mislead and were told previously by multiple friends and family members not to purchase from this store. 
  

  as loyal customer with good experience and NOT A SINGLE PREVIOUS RETURN, we expected nothing but great customer service but were told lies and false promises. 

  
  Regards,
  
  
   

  
  

  Business Response

  Date: 07/11/2024

  At this time, we are unable to approve Mrs. ******* request for a refund. We suggested scheduling a service call to inspect the cooktop, but this offer was rejected. As a result, Mr. ****** was advised that a 15% restocking fee would be necessary to process the return.

  Business Response

  Date: 07/30/2024

  As stated, we are unable to approve Mrs. ******* request for a refund. We suggested scheduling a service call to inspect the cooktop, but this offer was rejected. As a result, Mr. ****** was advised that a 15% restocking fee would be necessary to process the return.

  Customer Answer

  Date: 08/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  This company has filed bankruptcy and its no surprise why. When we went into the store requesting an exchange the team members were adamant that a service member can go out and check the product. There was nothing to check. IT WAS NEW IN BOX. Why couldnt the store provide an exchange which we requested but they refused??? Did they sell us a defective item? Why charge a restocking fee on an item that was not even 1 day old. 
  
  Regards,
  
  
   
  

  Business Response

  Date: 08/07/2024

  As stated, we are unable to approve Mrs. ******* request for a refund. We suggested scheduling a service call to inspect the cooktop, but this offer was rejected. As a result, Mr. ****** was advised that a 15% restocking fee would be necessary to process the return.

• Initial Complaint

  Date:06/28/2024

  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.

  There is no where on the Conns website where I make payments. I would like to be able to see my running balance every time I make payments. I am unable to see that. There is no where to find that. Further more they do not mail statements, so you never know what you still owe. But if you are a day or 7 days behind, they are calling my cell and my place of business. They actually would call 2 days before the payment is due. Since I told them to stop contacting me by phone I cannot find how to get my balance on the account. And the physical building does not have a clue as to how to help me get this information. Why would I continue to pay on something and cannot see when it will end.

  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, ********** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.?? 
  
  Ms. Jenkins stated in the complaint:
  
  She mentioned that there is no place on our website to make payments or check her running balance each time a payment is made to her account;  
  Account billing statements are not provided, so she is unaware of the amount she owes for the account;
  She indicated that if she is a day or seven days behind on her payment, we will start calling her cellphone or her place of business; and
  She is requesting to have monthly statements sent to her.
  
  Our investigation reveals that:
  
  We respectfully disagree with Ms. ******** claim that there is no access to our website to make payments or view her account balance.  Ms. ******* can access her balance and make payments towards her account at the following link on our website: BillPay - Conn's HomePlus Financing Account Lookup ******************************************************;
  Ms. ******* signed a Retail Installment Contract for a 36-month term closed-end (i.e., not a credit card) account.  The agreement included a promotional offer of Conns 12-month deferred-interest financing promotion (cash option).  It has been confirmed that Ms. ******* received her payment booklet by mail 7-10 days after her account was created, and because her account is not a credit card, Conns is not required to provide monthly statements but has provided account-level access online to make payments, chat with an agent, or to speak with an agent to answer her billing questions;
  Standard practice involves contacting our consumer using the telephone numbers provided and linked to their account when payments are due to ensure that all payments are made in a timely manner; and
  We cannot honor Ms. ******** request to provide her with monthly billing statements.
  
  According to our records, on August 20, 2023, Ms. ******* purchased a ******* high-efficiency top-load washer and electric dryer, both with a 24-month ************** Agreement on invoice 41805011. It has been verified that Ms. ******* signed a 36-month Retail Installment Contract, agreeing to pay the minimum monthly payment of $114.98,due on the 20th of every month. On August 23, 2023, Ms. ******** appliances were delivered in good condition.
  

  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 August 20, 2024 (i.e., final expire date of August 30, 2024). If the minimum monthly payment is not paid within ten (10) days of each due date and the total cash-option price is not paid within ten (10) days of the expiration date, the cash-option will be voided, and the original terms and conditions found in the Retail Installment Contract 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.  However, due to a late fee being assessed to her account on April 30, 2024, Ms. ******** cash option was voided, and interest was added to the account, as outlined in the terms and conditions of her signed contract and cash option addendum page.
  

  At this time, we cannot fulfill Ms. ********* request for monthly billing statements because that is a service which is not offered due to the type of financing offered by Conns.  Specifically, she entered into a 36-month Retail Installment Contract closed-end contract, which differs from a credit card agreement wherein billing statements are required. Instead, we provide payment books for the accounts financed by **********************.  Furthermore, it has been confirmed that the seven most recent payments to Ms. ********* account were processed using our online bill payment portal.  She may find it helpful, should any billing questions arise, to reach our **************** department online at *************************************************.
  
  Conn values ********** as a customer and appreciates her bringing her concerns to our attention.  We have included all supporting documents in our response, including Ms. ******** signed paperwork and payment history.
  
  
  Sincerely,  
  
  
  Customer Relations 
  ********************************************* 

• Initial Complaint

  Date:06/27/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a bedroom set from this company and they told me the retail price was ***** and after agreeing to the amount. They charged me ***** and that's not what we discussed . They will not take this furniture back and I want a refund.

  Customer Answer

  Date: 07/03/2024

  Once again let me explain my problem here I have a complaint against this company because I went into their facility and made of purchase for a bedroom set for *********************************************************************************************************************** $2,200 plus the tax once I received my bill it was $3,400 and they presented two separate payments to my credit card company one for the 2200 plus tax and one with the ************************************************************ the item for $2,200 without any finance charge I gave them half of the $2,200 the moment that I made the purchase and they turned and sent me a bill for steel 23 or 2400 more dollars so if I could have someone to call me physically to make sure that I'm giving you everything you need I would appreciate it you have my contact information and I would like to speak to someone physically at your earliest convenience I'll reach back out to your place next week which would be after the 8th of July whereas today is the 3rd of July thank you for your help in time talk soon

  Customer Answer

  Date: 07/24/2024

  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 6/27/2024 and assigned ID ********.
  
  Regards,
    Hello like stated I didn't receive a contract from the store and I haven't heard from them at all. I'm just finding out that they are filing for bankruptcy and going out of business in my city.

• Initial Complaint

  Date:06/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ************** from Conns home plus on 11/25/2023 in the amount of $2,482.19. The beginning of May 2024, my washer started to make a very loud howling sound on the spin cycle and it progressively got worse. I called Conns on May 14th to have a technician come out to my house to repair my washer. The technician came out on 05/21 & ordered a part that needed to be replaced. The technician came back on 6/04 to repair said piece however, the part was not the correct part to fix the washer. The technician then ordered a whole new drum for the washer, to which this replacement part would be sent to the warehouse or technicians *********** would call us back when it arrived to schedule the repair. I called around 6/12th requesting an update that no one could give me. I was getting the run around & eventually was told that my ticket has been escalated and someone would call me back in 24/48 hours. No one called me back so I called again on 6/17 to find out that my part had been delivered however they have been having a hard time getting a service technician out to my house because they are based elsewhere. Finally someone called me later that week to schedule a repair. We scheduled them to come out to my house on 6/22, when they arrived, they arrived without the replacement part therefore, could not fix my washer. Today, 6/27 no one has contacted me to schedule a repair. I have been calling daily or every two days, I keep getting the run around that someone will call me back and no one has contacted me. I requested a refund and was informed that is something they are unable to do. I asked for a washer replacement and was told a technician needs to come out to my house to deem it unrepairable before they are able to replace it, however a technician isnt assigned to come out to my house to even repair the washer. last spoke to Maie ************************************** tomorrow. Between my husband and I, we have taken 4 days off work due to this issue.

  Business Response

  Date: 07/08/2024

  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 bought a washer and dryer in November 2023. Recently, she noticed that the washer was making a loud noise. She contacted us, and we inspected the unit. It was discovered that parts were needed. However, on June 4, 2024, it was reported that the incorrect part was received;
  2. On June 27, 2024, she contacted us because she had not been contacted about the repair of her washer. She requested a refund or a replacement. We informed her that the unit must be deemed unrepairable before an exchange request could be submitted; and
  3. She is requesting a replacement.
  
  Our investigation reveals that:
  
  1. On December 2, 2023, Ms. ********** washer and dryer were received in good order. On May 14, 2024, she contacted us to report that her washer was making a loud noise. The technician assessed the unit and found that a new motor and stator were needed. On June 4, 2024, the technician installed the necessary parts but discovered that the back tub bearing/basket was also bad and needed replacing;
  2. On June 25, 2024, a new service ticket was created, and a third-party authorized provider was assigned to complete the repair of Ms. ********** washer. She was informed that her scheduled appointment was on July 2, 2024. However, on the day of her appointment, she informed the technician that the previous technician had not installed the part correctly. As a result, the technician did not feel comfortable working on the unit and canceled the service appointment; and
  3. As of July 4, 2024, an exchange was approved to replace Ms. ********* washer.
  
  According to our records, on November 25, 2023, Ms. ******** purchased a ******* high-efficiency front-load washer and high-efficiency front-load electric dryer, both with a 48-month ************** Agreement on invoice ********. We confirmed that Ms. ********* appliances were delivered on December 2, 2023, in good condition.
  
  We investigated Ms. ********* concerns and service history and found:
  
  May 14, 2024- we received a report about Ms. ********** washer making a loud noise. The technician inspected the washer on May 23, 2024, and found that it was making a sound similar to that of an airplane. Upon inspection, it was determined that a new motor and stator were required. On June 4, 2024, the technician installed the necessary parts but discovered that the back tub bearing/basket also needed replacement. Ms. ******** was scheduled to have the additional parts installed on June 22, 2024, but her appointment had to be rescheduled due to the unavailability of the parts.
  June 25, 2024- a new service ticket was created to be assigned to one of our third-party authorized service providers to repair the unit. Our records indicate that a technician was scheduled for July 2, 2024. However, Ms. ******** informed us that the technician had not installed the part previously. As a result, he did not feel comfortable working on the unit and subsequently canceled the service appointment. It was later found that an exchange request was submitted on July 3, 2024, and was approved on July 4, 2024, to replace her washer. Ms. ******** was issued a credit of $760, which was the original amount she paid, to replace her washer.
  
  We confirmed that Ms. ******** was notified of her exchange approval on July 4, 2024. She was informed that she could visit her local Conns HomePlus store to reselect and schedule delivery.

  Conn's 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.  
  
  
  Dear Conn's HomePlus,
  
  I am writing to bring to your attention the series of unfortunate events that have unfolded regarding the service provided by your technicians. I would like to provide a detailed account of the timeline for your reference.
  
  On May 23rd, a Conn's technician made the first visit to address the issues with my appliance. Parts were ordered and replaced on June 4th, but it was discovered that another part needed to be replaced. Additional parts were ordered, and I was informed that I would be contacted within the week to schedule the next visit.
  
  On June 12th, I reached out for an update but did not receive any information. I was assured that my inquiry would be followed up on and that I would receive a call back.
  
  Subsequently, on June 17th, I called again to inquire about the status of the repairs. It was during this conversation that I was informed that I would be referred to a third-party vendor due to the distance between my location and Conn's technicians based in *******. This was explained as the reason for the delay in finding a technician to come to my home.
  
  On June 22nd, a third-party vendor arrived to replace the ordered parts. However, they did not bring the necessary parts to fix my washer. The technician explained that they were unaware they were supposed to bring the parts and that Conn's would need to reach out to reschedule the appointment.
  
  Frustrated by the lack of progress, I called again on June 27th for an update but received no response. I was promised a call back, but it never materialized. Eventually, I received a call scheduling ***** Appliance to come to my home on July 2nd. However, I received a text message from ******* on the morning of July 2nd stating that my ticket had been canceled. I contacted ***** to inquire about the cancellation, and they explained that it was due to Conn's still having an open ticket for a technician to come to my house. ***** directed me to contact ******* for further assistance.
  
  Upon reaching out to *******, I discovered that ***** had canceled the appointment due to the open ticket with Conn's. ******* assured me that they would contact Conn's directly to arrange a new appointment. Subsequently, ******* informed me that Conn's Appliance would be reaching out to schedule a new appointment.
  
  On July 3rd, Cones contacted me and scheduled a technician to come to my house between 11am and 3pm. However, no technician showed up during this time. I made multiple attempts to contact Cones leaving voicemails, but received no response. At 4pm, I finally received a call from a Cones  technician stating that they would be arriving at my house in 10 minutes. I explained that the appointment was scheduled from 11am to 3pm, and since no one had shown up, my father had to leave. I requested to reschedule the appointment.
  
  It is important to clarify that I never reported any incorrect part replacement by a technician. Only the initial Conn's technician on May 23rd and June 4th worked on my washer. No other technician has touched my appliance or entered my house.
  
  Additionally, I was informed that I could receive a replacement washer. However, when I visited the Conn's HomePlus store in *********, *******, I was told that my extended warranty, which I had purchased, would not be refunded despite never using it. I expressed my desire to speak with a manager regarding this matter. On Sunday, July 7th, I called Conn's HomePlus customer service and was placed on hold for 45 minutes by ********** who was at the Conn's HomePlus store. I encountered resistance from ********* when I requested to speak with a manager. Unexpectedly, she transferred me to the Homefront store of Conn's where I was physically present. The store manager then contacted ********* directly and emphasized the need for us to speak with a manager due to the situation at hand. ********* stated that someone would call us back, but I have not received any response to date. I even called on July 16th and spoke to a service representative who had to send another email requesting a callback, but I still have not received any follow-up communication.
  
  I have found it extremely difficult to get in touch with any supervisor at Conn's. Furthermore, I have noticed that false information is being documented regarding my interactions with the repair technicians. 
  
  I would like to request a refund for the extended warranty I purchased, especially considering that I have not used it. I kindly ask that the refund be processed or applied to the new unit I select. Alternatively, I would also consider a refund for my dryer so that I can choose a different matching washer and dryer set, thereby avoiding any potential issues in the future.
  
  My primary request is for a manager to contact me to address these concerns and find a resolution
   

  
  

  Business Response

  Date: 07/24/2024

  On July 4, 2024, Ms. ******** was notified of her exchange approval, which is valid for 30-days. She was informed that she could visit her local Conns HomePlus store to reselect and schedule delivery. If she would like to cancel the 48-month ************** Agreement she purchased on her washer, she may fill out and return the Service Agreement Cancellation Request that we have included in our response. Additionally, we are unable to authorize a refund for her dryer. Therefore, are no records on file that reflect she has contacted us to report any issue she has experienced with her dryer. Therefore, the unit does not meet the qualifications for an exchange or a refund. 

• Initial Complaint

  Date:06/27/2024

  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 ordered a couch from conns it came and was broken the delivery man took the couch back out to bring one that wasn't broken I never received the couch! I called and reported the issue several times over the course of two years until I literally gave up! My credit report was updated and the prices they are reporting are completely fictional amounts!

  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, ********** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at *******************************?? 
  
  Ms. Perkins stated in the complaint:
  
  She bought a couch which arrived broken.  The delivery team took the unit back, as she was going to receive a replacement.  However, the new couch was never received; and
  She is requesting to update her credit bureau, as there are two separate charges on the report, and her merchandise was not received. 
  
  Our investigation reveals that:
  
  Ms. ******* purchased a reclining **** and a television from us on December 1, 2022, and it was delivered on December 4, 2022.  On April 11, 2023, she contacted us to report that the **** was damaged and requested an exchange.  Upon checking our records, we found no indication that she had previously contacted us about the issue.  Therefore, we informed Ms. ******* that we could not authorize an exchange; and
  We are unable to fulfill Ms. ********* request to update her credit report.  We confirmed that all items associated with Ms. ******** invoices ******** and ******** were delivered in December 2022.  However, payments were not made in a timely manner, and both accounts were charged off in late 2023.  It is our obligation to report factual information to the credit reporting agencies, and we cannot remove delinquent credit marks from the account due to untimely payments.
  
  According to our records, on November 26, 2022, Ms. ******* placed an online and purchased two Skyworth USA 65 4k UHD smart Android TVs model 65UC6200 and Man Wah Spartan reclining **** model 50208L32M156882 on invoice ********, which totaled $1577.38.  However,it was discovered that the TV models she selected were no longer available.  As a result, Ms. ******** invoice was canceled in full on December 1, 2022.
  
  On December ******, a new online order on invoice ******** was placed for Ms. ******* so she could reselect a different TV model.  This invoice consisted of a Man Wah Spartan reclining **** model 50208L32M156882, a ******* 65 4k UHD smart TV model UN65TU7000FXZA, and delivery, totaling $1957.97.  This purchase resulted in an account ending in ****2931.  Our records show that ************ **** and television were delivered on December 4, 2022.  We confirmed that she signed her delivery receipt, acknowledging that she inspected her items for damage.  An exchange or price concession would not be authorized after delivery.  It was also discovered due to Ms. ******** invoice being rewritten so she could reselect, a price concession was completed on the ****, and it was reduced from $1199.99 to $599.99.  Therefore, a credit of $660 was applied to the principal balance of her account with an effective date of December 1, 2022.  Furthermore, we found that a delivery was scheduled on December 10, 2022, and a new television model, UN65TU7000FXZA, was delivered to Ms. ********
  
  On December ******, Ms. ******* placed another online order and purchased two Hisense 50 4k UHD smart TV model 50A6GV, both with a limited 1-year manufacturers warranty on invoice *********  This purchase resulted in an account ending in ****2930. Our records show that Ms. ******** televisions were delivered on December 11, 2022.  Ms. ******* signed her delivery receipt, acknowledging that her merchandise was received in good condition.
  
  Upon further review, we found that Ms. ******* contacted us on April 11, 2023, stating that she had received her **** and that she was expecting to receive an exchange due to the unit being broken and falling apart. She also indicated that she filed a police report because the merchandise was delivered to the incorrect address.  Ms. ******* was made aware that we had not received any prior report that there was an issue with her **** or that her merchandise had been delivered to the incorrect address.  Therefore, Ms. ******* was informed that we could not authorize an exchange.
  
  At this time, we cannot honor Ms. ******** request to authorize a billing adjustment or update her credit bureau.  It has been confirmed that all items related to her invoices were delivered to the correct address at *************************************, which is also the address associated with her BBB complaint. Additionally, we could not locate any previous request from Ms. ******* contacting us to report any alleged damage to her **** prior to April 11, 2023.  Conns is required to report accurate information to the credit reporting agencies, and we cannot remove late payment marks from the account(s) due to untimely payments.
  
  Conn's values ********** as a customer and appreciates her bringing her concerns to our attention.  We have included all supporting documentation in our response.
  
  
  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.  
  
  I alerted them SEVERAL times the couch was delivered BROKEN and I sent it right back the same day! I have not ever been told something couldnt be exchanged or changed they had only been saying they would get back with me transferring me from this person to that person for months not just April 11! I am asking the bbb to pull all the information! I never said I didnt receive the couch the couch was broken on delivery and I was not going to keep a broken couch! The fact that they are comprising all these lies instead of just either sending a fixed couch or updating my credit report is a violation in its own! If I was given written notice the company should be able to provide this! 
  
  Regards,
  
  
   
  

  Business Response

  Date: 07/22/2024

  We are unable to fulfill Ms. ********* request for a billing adjustment, credit bureau update, or an exchange authorization. There is no record of Ms. ******* reaching out to us to report any alleged damage to her sofa before April 11, 2023. Furthermore, Ms. ********* account was charged off later in 2023.

  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 sent over emails I had with the company that were PRIOR to April of 2023. I am now requesting ALL CORRESPONDENCE between me and conns be presented to the BBB. 
  Regards,
  
  
   
  

  Business Response

  Date: 07/31/2024

  We are unable to fulfill Ms. ********* request for a billing adjustment, credit bureau update, or an exchange authorization. There is no record of Ms. ******* reaching out to us to report any alleged damage to her sofa before April 11, 2023. Furthermore, Ms. ********* account was charged off later in 2023. Also, Ms. ******* has not attached or included documents to support her claim. 

• Initial Complaint

  Date:06/26/2024

  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 have been waiting over a month for my furniture and every week all i get is next week well next week never comes and i called the warehouse in ******** fl they told me Daytona had two of my pieces and they had the other and that a transfer needed to be done by the store the ****** **** is a very rude person i would think you would want better customer service. No one in this company can answer any questions. You just keep getting put off. I just want my furniture and I dont think I should have to keep waiting for it if they have to make a special delivery then thats their fault not mine as a customer I should be treated better.

  Business Response

  Date: 07/08/2024

  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. Sullivan stated in the complaint:
  
  She has been waiting for over a month to retrieve her furniture. She has been informed that two of the pieces are available, but we would need to initiate a transfer to obtain the last remaining piece of furniture. Despite making several attempts to get a final resolution regarding her furniture, she continues to receive the runaround; and  
  She is requesting to receive the items she purchased.
  
  Our investigation reveals that:
  
  After Ms. ******** placed her order, we found out that the Serene furniture she wanted was not available to pick up at the warehouse. We tried multiple times to get the furniture and submit a transfer request, but we were unable to do so due to unavailability. We confirmed that Ms. ******** had been in touch with her local Conns store and had been given the following options: to wait for the items to arrive, take the floor model Serene set, choose different furniture, or cancel her order for a full refund; and
  We confirmed that Ms. ******** was contacted and agreed to take possession of the floor model Serene furniture set we had available. As of July 1, 2024, all pieces have been successfully picked up from her local Conns store.
  
  According to our records, on May 23, 2024, Ms. ******** purchased a Style Line Serene living-room set with a sofa,chaise, and loveseat, which came with a limited 1-year manufacturers warranty on invoice ********. We show that Ms. ******** elected to have her furniture picked up from her local Conns HomePlus store.
  
  After looking into Ms. ********* concerns, we discovered that she was informed that it would take a couple of days for the Serene furniture set to become available for pickup. However, we later received notification that the Serene set was no longer available. Despite our efforts to transfer the furniture pieces from a different warehouse, we were unable to do so because of the unavailability. As a result, we contacted Ms. ******** and presented her with several options: waiting for the items to arrive, taking the floor model Serene set, choosing different furniture, or canceling her order for a full refund.
  
  Since receiving Ms. ********* complaint, we confirmed that she had spoken with her local Conns HomePlus store on July 1, 2024, and agreed to take the floor model Serene set. We also confirmed that Ms. ******** successfully retrieved the furniture set that same day.
  
  Conn's 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 experienced during his time.
  
  Sincerely,  
  
  
  Customer Relations 
  ********************************************* 

• Initial Complaint

  Date:06/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a blue velvet sofa in January 2024. In May of 2024, I contacted the store and spoke with manager *****. I asked if I could return my sofa due to the following: I am a disabled veteran and the merchandise was uncomfortable for my back. I also explained that I had to leave my home because I had three deaths in my family with one being a murder. That was the reason for my delay in notifying the store about the return request. ***** said he understood my situation and would arrange for a pick up. ***** informed me that the delivery people would come out to get the sofa June 20, 2024. However, no one showed up. I called ***** at the store and told him that no one came and he said that someone would be out June 25. Again, no one showed up. June 26, I called the store and was told that someone named **** ***** would contact me. No one contacted me. I asked the store associate for ****** phone number, they said they could not give it to me, but they could give me the customer service number. I called CS, only to be transferred four times and then told I needed to call the store to arrange for a pick up. I explained to CS that the store gave me their number. Then I was told that a supervisor named Meri would contact me. I have not heard from anyone.

  Business Response

  Date: 07/08/2024

  Conns HomePlus (Conns) appreciates the opportunity to respond to *** ********** concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, *** ********* may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at *******************************??
  
  *** ********* stated in the complaint:
  
  1. In May 2024, she contacted her local Conns store to inquire about the return of her sofa. She was informed that we would arrange to have the sofa picked up, which has not happened; and
  2. She is requesting a refund or an exchange.
  
  Our investigation reveals that:
  
  1. We have no records indicating that we were contacted in May ********************************************** ********** However, on June 26, 2024, she reached out to request the return of her sofa. *** ********* was reminded of Conns No Return & Exchange Policy on furniture and informed that her return request could not be honored; and
  2. We cannot honor *** ********** request to authorize a return or exchange. Conns has a No Return & Exchange Policy on furniture. Furniture is considered a service-only item and will only be repaired according to the warranty coverage, if any. As of July 5, 2024, we have had no service calls on behalf of *** **********
  
  According to our records, on January 21, 2024, *** ********* purchased a ********************** Hampton blue sofa and four ********************* ****** blue velvet counter chairs on invoice ********. We confirmed that *** ********** Hampton sofa and counter height chairs were delivered in good condition on January 23, 2024.
  
  We investigated *** ********** concerns and found that she contacted us on June 26, 2024, stating that she wanted to have the sofa returned. *** ********* was educated and reminded of Conns No Return & Exchange Policy on furniture and informed that we could not honor her request.
  
  At this time, we cannot honor *** ********** request to return her sofa. Conns has a No-Return-and-Exchange Policy on furniture, which is considered a service-only item and will only be repaired according to the warranty coverage, if any. Furthermore, while *** ********* noted that the sofa is uncomfortable, comfort is considered a preference and not a covered service issue.
  
  Conn's values *** ********* as a customer and appreciates her bringing her concerns to our attention.
  
  Sincerely,
  
  Customer Relations
  *********************************************

  Customer Answer

  Date: 07/08/2024

  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 spoke directly to the store with a gentleman named *****.  I have attached a copy of my phone bill call history which will show my initial call to the store in May.  My complaint indicates that my communication was with the store.  When I called customer service and given the run-around, I ended up calling back to    the store.  The phone history is not available at this time. 

  Your response implies that I did not speak to anyone, which is not true.  
  

  I was offered a return due to my disability, and an exception was verbally made by ***** that I could return the sofa.  To add to this situation, ***** told me that all they needed was for the sofa to be in the store in order for them to complete the return. 

  Therefore, on July 6, I went in to the store to confirm this and I spoke with a male named ****.  He reiterated that if I brought the sofa in to the store since the delivery team was not being supportive of the situation that his team would get it off the truck for me and that he would do the return.  (He indicated that he was in charge.)

  I left the store and returned with the sofa on the back of a 18 wheel tractor trailer.  While in route to the store, I called Conn's again and spoke with **** to find out where the trailer should park, and **** indicated that the tractor trailer should pull in the front of the store so they could easily see it upon arrival.  Once I got to the store, I informed **** that I had the sofa, but he ignored me.  Another associate named ****** came over to me and said, they would not be assisting me with getting the sofa off of the truck because they are not allowed.  I told her I would get it off and asked where did she want it.  She ignored me.  After the sofa was taken off the truck by two bystanders, it was placed in the store entrance. 

  I then proceeded to ask ****** who was going to do the return since **** was assisting another customer.     That is when ****** said they could not do the return.  I explained to her what **** had told me, and I asked to speak with ****.  While speaking with ****, he began telling me he spoke with the Vice President of Conn's, he later recanted his statement and said, a conversation was had with the VP.  **** denied the fact that he told me to bring in the sofa, and he denied the fact that he said he would do the return.  He lied about the entire conversation he had with me as if it never happen.  He also mentioned that I had been calling the store for two months (which was his only truthful statement), but he added a comment about me cursing out ****** during one of my phone calls as he stated, "we are not refunding you because you cussed her out" as he pointed to ******.  
  

  I asked ****** what was he talking about and if she was cursed out by me, and she said, NO.

  A female associate/Ms. ******** came in to the store and said, she was in charge.   I explained the situation to her and asked her if she could call *****, or the VP.  She stepped away and returned to tell me that ***** said, for me to come in the following day to receive a store credit in the amount of $200.00 - $500.00.  She put this in writing.  She wrote everyone's name on the letter, but **** took it upon himself to tear his name off of the letter and personally write his name out with a sweetheart next to it.  

  I took the note from her, and proceeded to retrieve my sofa. 

  The customer service that I received was completely unprofessional.  I have never been insulted this way ever before in my life by a store associate.  **** demonstrated unethical behavior, and a corrupt mindset.

  Please see the attached photo of the associates involved and the letter telling me to return to the store. 

  As stated I am a disabled Veteran, and this has impacted my mental health.    

  Regards,
  

  ******* *********
  
  
   

  
  

  Business Response

  Date: 07/11/2024

  At this time, we cannot honor Ms. ********** request to return her sofa. Conns has a No-Return-and-Exchange Policy on furniture, which is considered a service-only item and will only be repaired according to the warranty coverage, if any. Furthermore, while Ms. ********* noted that the sofa is uncomfortable, comfort is considered a preference and not a covered service issue.

  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.  
  

  It is evident this company refuses to acknowledge the gist of my complaint.  The additional details I added were to support my complaint.  However, this company is simply telling me what they will not do, despite addressing what I was told.  

  An employee told me I could return the sofa.  Therefore, the company should honor their word.  

  Regards,

  ******* *********
  
  
   

  
  

  Business Response

  Date: 08/01/2024

  We cannot honor Ms. ********** request to return her sofa. Conns has a No-Return-and-Exchange Policy on furniture, which is considered a service-only item and will only be repaired according to the warranty coverage, if any. Furthermore, while Ms. ********* noted that the sofa is uncomfortable, comfort is considered a preference and not a covered service issue.

  Customer Answer

  Date: 08/16/2024

  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.  
  
  As stated in my previous response the company refuses to acknowledge what was told to me.   This demonstrates the level of unprofessionalism from this organization.  I am not surprised that they are going out of business. 

  It is evident this company refuses to acknowledge the gist of my complaint.  The additional details I added were to support my complaint.  However, this company is simply telling me what they will not do, despite addressing what I was told.  
  An employee told me I could return the sofa.  Therefore, the company should honor their word.  
  Regards,
  ******* *********

   

  
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 08/19/2024

  We cannot honor Ms. ********** request to return her sofa. Conns has a No-Return-and-Exchange Policy on furniture, which is considered a service-only item and will only be repaired according to the warranty coverage, if any. Furthermore, while Ms. ********* noted that the sofa is uncomfortable, comfort is considered a preference and not a covered service issue.