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:07/17/2024

  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.

  [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.  They did replace the refrigerator after the complaint was filed. I appreciate them exchanging it out for a new one. 
  
  
  
   
  

  Business Response

  Date: 07/24/2024

  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 purchased a refrigerator, but the handle was stripped when the item was delivered. She was told the handle would be delivered on two separate occasions, but she still has not received it;
  2. She contacted us to inform us that the ice maker and water pressure are not working, but we have not been able to get assistance;
  3. She is requesting to receive a different refrigerator.
  
  Our investigation reveals that:
  1. Ms. ****** refrigerator was delivered on July 2. During the inspection, it was found that the handle was stripped. Ms. ***** elected to keep the refrigerator, and we will attempt to get another handle to install it. However, there was a delay in receiving the handle from the manufacturer;
  2. On July 14, Ms. ***** notified us that the refrigerator was not cooling. Since we were still pending the shipment of the handle, we agreed to submit an exchange on the refrigerator instead of repairing it;
  3. As of July 19, Ms. ***** received a new refrigerator.
  
  
  Our records show that on June 25, 2024, Ms. ***** purchased an ** French 3-Door refrigerator with a 1-year limited manufacturers warranty. Ms. ****** refrigerator was delivered on July 2, 2024. During the delivery, it was discovered that the left door handle was stripped. Ms. ***** decided to keep the unit as is, and we agreed to send out a new handle, which was ordered through the manufacturer. However, there were several delays in receiving the part.
  
  Before getting the new door handle, we show that Ms. ***** contacted us on July 14 to report that the refrigerator was not cooling. Since we were still awaiting the new door handle, we agreed to issue an even exchange instead of servicing the unit. Ms. ****** new refrigerator was delivered in good condition on July 19, 2024.
  
  
  Conns HomePlus values Ms. ***** as our customer, and we appreciate her for bringing her concerns to our attention.
  
  
  
  Sincerely,
  
  Customer Relations
  *********************************************

• Initial Complaint

  Date:07/17/2024

  Type:Order 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.

  Correction to my credit report,
  I demand this account be removed
  from credit report

• Initial Complaint

  Date:07/17/2024

  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.

  March 202Fl4 I purchased samsung tv with 12 month warranty from Conn,New Port Richey fl .Juli 8 2024 tv stop working.I call Conn's many times for repair service nobody show up.I call supervisor for repair service /Rosy at *** ***** ** two times nobody show up

  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:
  1. He has contacted us several times to repair his television, but no one has gone to his residence to complete the inspection; and
  2. He is requesting to have his television repaired.
  
  Our investigation reveals that:
  1. On July 9, 2024, Mr. ******** contacted us to report that his unit was unable to connect to the Wi-Fi. Initially, we requested triage images. However, after realizing that a technician needed to physically inspect the unit and that triage images were not necessary, the initial service order was canceled, and a new one was created on July 13, 2024. We attempted to reach Mr. ******** to confirm his television's serial number and model and schedule an inspection appointment. However, since we were unable to reach him, the service order was canceled; and
  2. Mr. ******** can schedule an appointment for his television inspection by contacting our service department at 1-855-266-6349.
  According to our records, on February 14, 2024, Mr. ******** purchased a Samsung 85” QLED 4k UHD smart TV with a 36-month Repair Service Agreement on invoice 42272472. We confirmed that Mr. ********** television was delivered on February 15, 2024.
  
  We researched Mr. ********** concerns and found that he contacted us to have the 36-month Repair Service Agreement canceled and removed from television. Our records show that his signed Service Agreement Cancellation Request was received within the first 30 days of his purchase date. Therefore, his coverage was canceled, and a credit of $427.99 was applied to the principal balance of Mr. ********** account.
  
  Upon further review, it was found that Mr. ******** contacted us on July 9, 2024, to report that his television was not connecting to the Wi-Fi. Initially, he was scheduled for troubleshooting over the phone and asked to provide images of the issue. However, it was later determined that a technician needed to inspect the unit physically, and triage images were not necessary, so the initial service order was canceled. On July 13, 2024, a new service order was created. We tried to contact Mr. ******** to verify his television model and serial numbers and to schedule an appointment for an inspection by a technician. Unfortunately, our call attempt was unsuccessful, and as a result, Mr. ********** service order was canceled.
  
  At this time, we ask that Mr. ******** to contact our service department at 1-855-266-6349 to schedule an appointment to have his television inspected by a technician.
  
  Conn’s HomePlus values Mr. ******** as a customer and appreciates him bringing his concerns to our attention.
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

• Initial Complaint

  Date:07/17/2024

  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.

  [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.  
  
  
  
   
  The compressor, filter and condenser need to. Be order and would be replace. The parts were replaced on 7/4/24. Gave 48 hour for fridge to cool and it did not work. Called again for service they came out on 7/12/24 under service order#*******. Tech stated parts were not installed properly. He re serviced. Gave 48 hours and issue was not fixed. Called again asked for a replacement. ************** stated they could not approved unless service tech stated it was not serviceable. I've been without a working fridge since 6/23/24. Same tech came out again under service order# ******* on7/16/24. He stated we need a new compressor. At this point I just want a replacement. The service intake are very rude. Hard to work with. And I still don't have a fridge which is difficult to live without. I also would like compensation for the food that was thrown out when it gave out.

  Business Response

  Date: 07/22/2024

  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. On May 23, 2024, she contacted us to report that the ice maker was not working. It was discovered that the ice maker needed to be replaced. The replacement was installed on June 13, 2024, but it did not resolve the issue;
  2. On June 22, 2024, she reported that her refrigerator was not cooling. It was found that parts were needed, which were later replaced on July 4, 2024. However, the parts did not fix the issue with her refrigerator. Therefore, she reached out to us again, and on July 12, 2024, she was informed that the parts were not installed properly;
  3. On July 16, 2024, she was informed that her refrigerator needed a new compressor; and
  4. She is requesting a replacement and compensation for food loss.
  
  Our investigation reveals that:
  1. On May 23, 2024, Ms. ******* contacted us to report her refrigerator was not producing ice. On May 24, 2024, the technician assessed the unit and found that the compressor was overheating, causing slow ice production in the top ice maker. The technician advised the customer that the cabinet might be causing the unit to overheat as it was blocking proper air ventilation. No parts were needed. On June 4, 2024, Ms. ******* reported that the ice was not dispensing, and the technician reassessed her refrigerator on June 6, 2024. It was determined that a new ice maker was required. As a result, on June 13, 2024, the technician installed a new dispenser assembly;
  2. On June 19, 2024, Ms. ******* contacted us to report that her refrigerator was not dispensing ice. On June 22, 2024, the technician found that parts were needed, and he completed a seal system repair on July 4, 2024. This repair included replacing the compressor, filter dryer, and condenser. However, on July 6, 2024, she contacted us again to report that the unit was still not making ice. On July 12, 2024, the technician reassessed the unit and confirmed that it was functioning up to specifications;
  3. On July 15, 2024, Ms. ******* contacted us again to report that her refrigerator was not cooling. The following day, July 16, 2024, our technician inspected the refrigerator and determined that a seal system repair was needed; and
  4. On July 17, 2024, we approved an exchange to replace Ms. ******** refrigerator. We confirmed that her new ******* Bespoke French door refrigerator, model RF30BB660012, was delivered on July 21, 2024. Additionally, we have included a food loss form in our response, which covers up to $150 for verified food loss.
  

  According to our records, on August 6, 2021, Ms. ******* purchased an ** French-door refrigerator model LRMDS3006D with a 36-month ************** Agreement on invoice ********. We confirmed that Ms. ******** refrigerator was delivered on August 7, 2021.
  
  We investigated Ms. ******** concerns and service history and found the following:
  
  May 23, 2024- we received a report that the ice maker was not producing ice. The next day, on May 24, 2024, a technician inspected Ms. ******** refrigerator and found that both ice makers were cycling and working properly. They pulled the unit forward and discovered that the compressor was overheating,
  which was causing slow ice production in the top ice maker. The technician advised the customer that the cabinet could be causing the unit to overheat, as it was blocking a lot of air from being vented properly.
  June 4, 2024- we received a report that the ice maker was not dispensing ice. Upon inspection on June 6, 2024, Ms. ******* mentioned that the ice maker would only dispense ice when the reset button was pressed but otherwise would not dispense on its own, even though the ice maker option on the control panel was turned on. As a result, it was suggested that he replace the dispenser assembly, which was installed on June 13, 2024.
  June 19, 2024- it was reported that Ms. ******** refrigerator was not dispensing ice. On June 22, 2024, the technician found that it was not cooling properly, the compressor was noisy, and it was not accepting a full charge of 1.98 oz of R600, indicating a deficient compressor and a possible restriction at the condenser or filter drier. The technician recommended that new parts were needed. On July 4, 2024, the technician installed a new compressor, filter dryer, and condenser. After checking for leaks with 125 psi of nitrogen and bubbles, no leaks were found. Then, the unit was vacuumed for 15 minutes and recharged with R-600 (1.98 oz) as per unit request. The technician plugged the unit back in and confirmed that the compressor and condenser fan were running. Ms. ******* was advised to give the unit ***** hours to reach the proper temperature.
  On July 6, 2024- Ms. ******* reported that her refrigerator was not making ice. On July 12, 2024, the technician inspected her refrigerator and found that it was functioning up to specifications.
  July 15, 2024- Ms. ******* contacted us again to report that her refrigerator was not cooling. The next day, on July 16, 2024, a technician examined Ms. ******** refrigerator and discovered that it was not cooling properly. The refrigerator was making craft ice but was not maintaining the proper temperature in the fresh and frozen food compartments, and there was a frost pattern at the evaporator coil. Based on the technicians findings, it was determined that a seal system repair was necessary, and the required parts were ordered. After reviewing ******************** history, a request for an exchange was submitted and subsequently approved on July 17, 2024. As a result, Ms. ******* was issued a credit for the original cost of the refrigerator of $2217 to choose a new refrigerator.
  
  It has been confirmed that Ms. ******* initiated her exchange on July 17, 2024, on invoice ********; by selecting a ******* Bespoke French-door refrigerator model RF30BB660012 with a new 48-month ************** Agreement. We show that Ms. ******** refrigerator was successfully delivered on July 21, 2024, in good condition.
  
  Conns HomePlus values Ms. ******* as a customer and appreciates her bringing her concerns to our attention. We extend our apologies to Ms. ******* for any inconvenience she has experienced during this time.
  
  Sincerely,
  
  Customer Relations
  *********************************************

• Initial Complaint

  Date:07/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/23/2024

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

• Initial Complaint

  Date:07/15/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [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.  
  
  
  
   
  nce and interest on the $7. I need this matter resolved with a zero outcome because i feel everything is their fault. from communication to pricing. ***** **** at **************************************************************************************. ************. I have tried to resolve this with them with no luck because different people call me every day and say different things and I am frustrated and tried. I pay my bills, however i don't want to pay what i don't feel i owe.

  Business Response

  Date: 07/30/2024

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

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

• Initial Complaint

  Date:07/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/17/2024

  Conn’s HomePlus
  (“Conn’s”) appreciates the opportunity to respond to Ms. ********** concerns.
  We have a history of over 130 years of quality customer service and
  satisfaction, and we would not want anything to impair that record. As a
  reminder, Ms. ******** may contact Conn’s regarding questions by calling our
  Customer Service Helpdesk at?1-877-358-1252 or?online?at www.conns.com.?? 
  
  Ms. ******** stated in the complaint:
  Since the stackable washer was delivered, it has not worked.
  We sent three people to come out, but the problem still occurs; and
  She is requesting a refund
  
  
  Our investigation reveals that:
  Ms. ********'s laundry stack was delivered and installed on June 29, 2024. She contacted us four days after the delivery to report an issue;
  Our technician has gone out to inspect the laundry stack twice. Once to relevel, and the second visit, no issues were found during the last assessment, and
  We are unable to honor Ms. ********** request to receive a refund.
  
  
  Our records show
  that on June 17, 2024, Ms.
  ******** purchased a ********** Laundry Center with a 1-year limited
  manufacturer’s warranty. Ms. ********** laundry stack was successfully
  delivered and installed on June 29, 2024.
  
  We researched Ms. ********** complaint and discovered that she contacted
  us on July 2, 2024, stating that the laundry stack was not spinning or
  draining. A service inspection was scheduled for July 10. 2024. During the
  inspection, the technician found the unit unleveled and out of sync with the
  lid lock. After releveling the laundry stack, he tested the unit and found it
  functioning according to specifications. Ms. ******** called back the following
  day to report that the laundry stack would not complete the cycle. The
  technician returned to reassess the unit on July 16, 2024. The technician
  reported that he was unable to duplicate the issue. He also noted that he
  contacted the manufacturer (**********) while at the residence, who walked him
  through all diagnostics but found no problems or faults with the unit were
  detected.
  
  We cannot honor Ms. ********** request to return the laundry stack for a
  refund, as the item is functioning up to specifications. If Ms. ******** is
  unsatisfied with her current model, she has 30 days to return or exchange it
  with a 15% restocking fee.
  
  Conn’s HomePlus values Ms. ******** as a customer and appreciates her
  bringing her concerns to our attention.
  
  
  Sincerely,  
  
  
  Customer Relations 
  Conn’s HomePlus 

• Initial Complaint

  Date:07/14/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/19/2024

  Conns HomePlus (Conns) appreciates the opportunity to respond to Mr. ******* concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record.  As a reminder, ********* may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.?? 
  
  Me. ****** stated in the complaint:
  
  Your wife scheduled her payment for June 25th in the amount of $774.50 using her personal credit card, and you scheduled a payment for June 26th in the amount $774.50 on your personal credit card; however, Conn's charged two payments for the amount of $774.50 each to your shared checking account;
  In effect, you have been charged an additional $774.50 that would have been an additional $1,549.00 had your wife not be able to stop the payment on her credit card.  You are being told that you must wait for a refund request to be reviewed and approved, and if approved that they[Conn's] will mail a check somewhere between 5-10 business days; and
  You request that Conn's refund your cash and charge those payments to the credit cards as intended.
  Our investigation reveals that:
  The payments entered by you or your wife, via our online portal for June 25th and June 26th , were authorized with a checking account, not credit cards, in the amount of $774.50 each; however, a credit card was used for the payment entered and dated for June 27, 2024, in the amount of $774.50;
  The credit card payment dated June 27, 2024, in the amount of $774.50 was reversed and moved the Conns account to a refund status: an email to claim your refund was sent on July 16, 2024, to the email address of *********************** but will expire on July 19, 2024, if not claimed this will result in the mailing of a physical check; and
  Conns is unable to honor your request, but the refund process is in progress.
  

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

• Initial Complaint

  Date:07/12/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 08/20/2024

  Conns HomePlus (Conns) appreciates the opportunity to respond to Ms. ***** concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. **** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??
  
  We appreciate the chance to assist with Ms. ****** concerns. Our records show that she made a purchase on March 24, 2024, and opted to finance her items through our third-party lease-to-own finance company, *********************. For more information regarding her agreement, she can visit their website at *************************************** or contact them directly at ************** to access her account details.
  
  Conns HomePlus values Ms. **** as a customer and appreciates her bringing her concerns to our attention.
  
  
  Sincerely,
  
  Customer Relations
  *********************************************

• Initial Complaint

  Date:07/10/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   
  t put towards amount due. Was told by email it would be done. Email states they applied $100 "concession" to my account. There is still no credit on my account. I have numerous complaint ticket numbers but no resolution. I have waited at the store and been on the phone with this company for hours! multiple days worth of long hours!

  Business Response

  Date: 07/23/2024

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

  Customer Answer

  Date: 07/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  I DO NOT EXCEPT..THEY LIED AND NEED TOO FIX IT thanks
  
   
  

  Business Response

  Date: 07/26/2024

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

  Customer Answer

  Date: 07/31/2024

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

  Business Response

  Date: 07/29/2024

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

  Customer Answer

  Date: 08/09/2024

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

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

  
  

  Business Response

  Date: 07/31/2024

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

  Customer Answer

  Date: 08/27/2024

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

  
  

  
  

  Business Response

  Date: 08/09/2024

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

  Business Response

  Date: 08/28/2024

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