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:11/09/2024

  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 want into Conn's 162 in ******* , ***** on October 13, 2024. I went in search of trying to purchase a dresser and vanity . Since I knew they were going out of business and heard they had 50% off. I ended up purchasing a dresser on my credit card in the amount of ****** and then a buffet on my debit card in the amount of ******. They made it very clear that they could not deliver the items since they were going out of business. They also made it very clear that they were going to stay open until October 31, 2024. So therefore, I told them I would pick up my items on the 29th of October. When I called that morning there was not an answer. I called multiple times. When i got out of work to my surprise it was already permanently closed. I immediately called the customer service number to tell them I wanted a refund for items I did not get to pick up. The lady I spoke to told me I was not the only person who had called stating the same thing. I then called my credit card company, then my bank. My bank as a courtesy issued me a credit of ****** on November 1, 2024. I then noticed that on November 7, 2024 Conn's took out the ****** from my account. I called my bank again , the gentleman from the bank said they withdrew it because I had there property. I then called Conn's again and ******** told me since they were in bankruptcy that it could take a couple months before I could get my refund back. i then told her you all did not hesitate to keep my furniture and my money. She said they would send me an email in reference to my refund. I have yet to receive an email about my refund. I asked to speak to a supervisor and was told they did not have one till Friday the 8th of November. I then called again the next day. I spoke to ****** and she told me they could have to send me a check in the mail. I told her why. I did not pay with a check. I paid with a credit card and my debit card since there was 2 different items purchased. I want my refund back. I do not have the items

  Business Response

  Date: 11/13/2024

  Conns HomePlus (Conns) appreciates the opportunity to respond to Ms. ******** concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. ******* may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??
  
  
  Ms. ******* has stated in the complaint:
  1. On October 13th, she made two purchases for a dresser and buffet. She was told the store would remain open until October 31st, so she arranged to pick it up on October 29th. However, when she went to the store, it was permanently closed;
  2. She called for a refund since she did not pick up the items but was told we could not issue a refund due to filing for bankruptcy;
  3. She is requesting to receive a refund.
  
  Our investigation reveals that:
  1. Ms. ******* made two separate purchases on October 13th. Both invoices show that the items were taken from the store on the date of purchase;
  2. Ms. ******* was informed that we cannot issue a refund as the items show to have been received;
  3. We cannot honor Ms. ******** request.
  
  
  Our records show that on October 13, 2024, Ms. ******* made two separate purchases with us. She purchased a dresser with mirror on invoice ******** and an ********** sideboard on invoice ********. Both invoices show that the items were taken (TK) from the store on the date of purchase.
  
  Although we cannot honor Ms. ********* request for a refund, she may provide us with the original invoice and pick-up slip for further review. Once we receive these requested documents, we can determine what additional actions are required.
  
  
  We appreciate Ms. ******* for bringing her concerns to our attention.
  
  
  Sincerely,
  
  
  ****************
  *********************************************

  Customer Answer

  Date: 11/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   I went to Conn's 162 on October *******. I made 2 separate purchases. They could not deliver but I was told I could pick up the items until Oct 31. When I called Oct 30 there was no answer. I went and it was permanently closed. I have called customer service multiple times to get a refund. They have denied it saying I picked up the items. I never picked them up. I just want my money back. I don't have anything that belongs to them. They closed before I could pick them up. I was not the only one this was done to either. Please help me.
  

  Customer Answer

  Date: 11/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   I went to Conn's 162 on October *******. I made 2 separate purchases. They could not deliver but I was told I could pick up the items until Oct 31. When I called Oct 30 there was no answer. I went and it was permanently closed. I have called customer service multiple times to get a refund. They have denied it saying I picked up the items. I never picked them up. I just want my money back. I don't have anything that belongs to them. They closed before I could pick them up. I was not the only one this was done to either. Please help me.
  

  Business Response

  Date: 11/14/2024

  We appreciate the opportunity to respond to Ms. ********* additional concerns. Both invoices show that the items were taken (TK) from the store on the date of purchase. To further review Ms. ********* concerns, she may provide us with the original invoice and pick-up slip. Once we receive these requested documents, we can determine what additional actions are required.

• Initial Complaint

  Date:11/09/2024

  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 purched a bedroom suite for my son. It was delivered extremely damaged. I immediately contacted Conns customer service. They requested I send photos of the damaged items. I sent them the photos and they said they would be in contact with me as soon as they had a resolution. I requested that the damaged items be replaced. They contacted me a couple of days later and told me that ALL SALES WERE FINAL and they were not going to replace any items. I requested that they come get the furniture. No one contacted me again. I made several attempts to contact management and was told that I was in contact with management. So I emailed the salesman that sold me the furniture. I still havent heard anything back from anyone,until recently. They are requesting payment. Again I told them I would pay only if they replaced the damaged furniture. I told them that I had requested they pick up the furniture less than 24 hours after it was delivered. They act as if they didnt hear me and continue to request payment. I understand that sales can be final but theres no way they can deliver damaged merchandise and demand it get kept and paid for. I didnt buy used or scratch an dent furniture. As a matter of fact it was on back order and took a month to get delivered.

  Business Response

  Date: 11/13/2024

  Conns HomePlus (Conns) appreciates the opportunity to respond to Ms. ***** concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. **** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??
  
  
  Ms. **** has stated in the complaint:
  1. She purchased a bedroom set that was delivered damaged. She immediately notified us and was asked to provide photos but was later told all sales are final;
  2. She is requesting to receive an exchange.
  
  Our investigation reveals that:
  1. Ms. **** contacted us two days after receiving the delivery to report damages. She has been informed that due to no issues being reported during delivery, we cannot approve an exchange;
  2. We are unable to honor Ms. ***** request for an exchange.
  
  
  We researched Ms. ***** complaint and found that on March 29, 2024, she purchased the Rhapsody bedroom furniture that consists of seven pieces. Ms. ***** furniture was delivered and accepted in good condition on April 29, 2024.
  
  After further review of Ms. ***** concerns, we see that she contacted us on May 1, 2024 (2 days after delivery), stating that the bedroom furniture was damaged and requested to receive an exchange or return the items. She was advised that we could not approve a return or exchange since the items were accepted during the delivery, and no issue was reported. As listed on the signed delivery receipt: ** Attention Customers ** By signing below, you are agreeing that you have thoroughly inspected your merchandise for damage. An exchange or price concession will not be authorized for damage discovered after the delivery**
  
  
  We appreciate Ms. **** for bringing her concerns to our attention.
  
  
  
  Sincerely,
  
  
  ****************
  *********************************************

  Customer Answer

  Date: 11/20/2024

  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,
  
  
   The salesman was made aware that my son was out of town and a neighbor excepted the furniture. As soon as my son got home and took the photos he called me and I directly called Conns after that. My son is who I bought the bedroom for he was with his fianc in ********. Her father was sick And I didnt sign anything. I wasnt there for the delivery so they cant say I signed it.  But I did make the salesman aware that no ones home. I have never even seen the delivery forms. I dont think they left anything with them. 
  

  Business Response

  Date: 11/21/2024

  We appreciate the opportunity to respond to Ms. ****** additional comments. Since the merchandise was accepted and signed for at the time of the delivery with no issues being reported, an exchange cannot be authorized after the delivery. Additionally, we are unable to authorize a refund. 

• Initial Complaint

  Date:11/04/2024

  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.

  On September 24, 2024 I had mailed out my Badcock/ Conns Home Plus payment in FULL to the ** Box provided by them. I had sent this via priority mail. The mail was signed for in ****************** when picked up at the ******. I had been in contact with Badcock checking on the payment status not being posted to my account after I had received multiple calls stating I had a past due balance. I made a ticket with **** in ****** ***** regarding the letter and they have provided proof that the letter had been signed for. I contacted my bank that had issued the check and they have also advised me that the funds have in fact cleared on October 3rd, still to this day the funds are not posted to my account and the balance has gone up due to late fee's. I have contacted Badcock and Conns Home Plus and provided all my information regarding this issue I email and I also have sent all documents priority mail and I have not heard back from anyone regarding this issue. I keep calling and nothing is has been resolved. They have had my payment in the amount of ******* since October 3rd almost one month the answer from them is they are reviewing the information. This is not a couple hundred dollars we are talking thousands of dollars. It has not been yet reported on my credit but I assume it will being that it looks like I still have a past due balance. This needs to be resolved and they seems to not be taking this issue into consideration.

  Business Response

  Date: 11/07/2024

  Conns HomePlus (Conns) appreciates the opportunity to respond to Ms. ********** concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. ********* may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.?? 
  
  
  Ms. ***** has stated in the complaint:
  1. She mailed a check in September to pay off her account, which was cleared on October 3, 2024, but the funds have not been applied to her account;
  2. She is requesting a billing adjustment.
  
  Our investigation reveals that:
  1. Due to the check missing verifiable information, it was placed in pending status awaiting documentation;
  2. We have processed the payment to Ms. ********** account.
  
  
  Upon reviewing Ms. ********** concerns, we found that when the check was initially sent to the ** Box, it did not include verifiable information, such as an account number to locate an account. This caused a delay in locating the payment so that it could be processed in a timely manner.
  
  As of November 7, 2024, we applied the check to Ms. ********** account to close. We sincerely apologize for any inconvenience Ms. ********* experienced as a result of the delay. We have included a copy of Ms. *********** loan ledger for her records. 
  
  
  We appreciate Ms. ********* for bringing her concerns to our attention.
  
  
  
  Sincerely,
  
  ****************
  *********************************************

  Customer Answer

  Date: 11/08/2024

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

• Initial Complaint

  Date:11/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new ** refrigerator from this company on 7/16/24. Within the last month, we have noticed that the food in the fridge is not as cold as it was at the beginning. We started tracking the temperature and it's now staying between ***** degrees, even though we have now put it at it's lowered setting. I've been trying to get in contact with someone with the company for a week, and no one answers the phone, email or chat. I need them to send a service tech or refund me ASAP so I can get a new fridge. I'm already losing food in there.

  Business Response

  Date: 11/05/2024

  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. **** has stated in the complaint:
  1. She purchased a refrigerator in July and noticed that the item was getting cold. She has been trying to contact us for weeks but has not received a response;
  2. She is requesting to have the refrigerator repaired or to receive a billing adjustment.
  
  Our investigation reveals that:
  1. We have no record of Ms. **** contacting us regarding any concerns. Although the chat line of communication has been deactivated, both the **************** and email channels are still active;
  2. We are unable to honor Ms. ***** request.
  
  
  We researched Ms. ***** complaint and found that on 7/16/24, she purchased an ** refrigerator that has a 1-year limited manufacturers warranty. Ms. **** did not elect to purchase additional coverage.
  
  After further review of Ms. ***** concerns, we cannot honor her request to repair the refrigerator or issue a billing adjustment. Conns HomePlus has gone out of business and filed for bankruptcy. We are unable to offer service as our ****************** has closed. For Appliances/Electronics with a manufacturers warranty only, please contact the manufacturer for repairs according to their warranty terms.
  
  
  We appreciate Ms. **** for bringing her concerns to our attention.
  
  
  
  Sincerely,
  
  
  ****************
  *********************************************

  Customer Answer

  Date: 11/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I am within the 1 year warranty. But if the service department is shut down, a refund should be issued if you can't fix an issue that is under warranty. 
  
  Regards,
  
  
   
  

  Business Response

  Date: 11/06/2024

  We appreciate the opportunity to respond to Ms. ****** additional concerns. For Appliances/Electronics with a manufacturers warranty only, please contact the manufacturer for repairs according to their warranty terms.

   

  Customer Answer

  Date: 11/20/2024

  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 do not think it is fair that I purchased a refrigerator from this company, and within a few months it breaks, and they aren't liable to service it. I am still paying for the item, but it's broken. 
  
  Regards,
  
  
   
  

  Business Response

  Date: 11/21/2024

  Ms. ****** appliance is only covered under the manufacturer's warranty. We are unable to offer service as our ****************** has closed. For Appliances/Electronics with a manufacturers warranty only, please contact the manufacturer for repairs according to their warranty terms.
  

  Customer Answer

  Date: 11/27/2024

  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.  
  
  Please note that I will not be making any further payments towards this item on my account. 
  
  Regards,
  
  
   
  

  Business Response

  Date: 12/04/2024

  If Ms. **** is in need of service, she may contact the manufacturer directly as they are the warranty administrator. Ms. **** will still be responsible for any remaining balance owed on the account.

• Initial Complaint

  Date:11/04/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made two purchases from Conns one purchased for a gas top stove and another for a washer and dryer. At the point of sale 11/22/2023 the same as cash was listed on my invoice #*********-001 is $1926.75 for 12 months. I called today to ask about the payoff amount shown online as *******. For the last 11 months I have paid ***** per month totaling to *******. I was told by their insurance department I owe ******* which is not shown anywhere for insurance that was placed on my account. When I told the associate I have no record of the insurance payments or that insurance would be charged the *** told me its my fault I failed to read the full contact in the store! I want the insurance coverage amount removed so I can pay off my loan at the price I agreed to in my invoice. I wish I took down the associates name I spoke to because after I said I would make a complaint he put me on some form of hold where the call was still going but he stopped speaking to me! I will never shop with Conns again and will tell everyone I can of their deceitful practices. My payoff should be ******.

  Business Response

  Date: 11/06/2024

  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. ***** has stated in the complaint:
  1. At the point of sale, the same-as-cash was listed on her invoice for $1926.75 for 12 months. She has been making her regular payments of $91.06, but when she recently called, she was told her balance was $ 1027.40;
  2. She was told she owed $1207.40, which is not shown anywhere on her account, and she wants to have the coverage removed;
  3. She is requesting a billing adjustment
  
  Our investigation reveals that:
  1. At the time of purchase, Ms. ***** was provided with a copy of her signed contract and addendum page that shows the Cash Option price of $2,021.23 to be paid by 11/22/2024;
  2. We apologize if Ms. ***** was misinformed. The insurance charge was $185.63 and is listed on her signed contract. To remove the coverage, Ms. ***** will need to submit a copy of her declaration page;
  3. We can make the necessary adjustments once we receive the cancellation form and requested document.
  
  
  Our records show that on November 22, 2023, Ms. ***** purchased a GE washer and dryer with a 24-month ************** Agreement Plan and accessories. Ms. *****'s purchase met the qualification for a 12-month Cash Option Promotion of $2,021.23, with monthly payments of $91.06 due on the 22nd of each month, which expires on November 22, 2024.
  
  After reviewing Ms. ****** concerns, we see that she signed her documents, acknowledging that she was aware of all the charges associated with her account. Although insurance coverage is required on all financed merchandise, Conns Insurance is optional. Ms. ***** can submit a request to remove Conns Insurance and receive a pro-rated credit to her account at any time by completing a cancellation request and submitting a copy of her declaration page. Once we receive the documents, we can adjust her account as necessary.
  
  
  We appreciate Ms. ***** for bringing her concerns to our attention.
  
  
  
  Sincerely,
  
  ****************
  *********************************************

  Customer Answer

  Date: 11/16/2024

  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.  
  

  The loan was paid in full before your response was received. 
  

  regardless of this being mentioned in the contact that is signed in the middle of the store floor/showroom, while speaking with the associate which can be distracting. The fact that almost $200 is added on the the bill should be specifically mentioned! Especially if you actually carry your payment through the full life of the loan, who knows how much that could really add up to. This is stealing. If the item is lost in a Flood or fire I am still responsible for the bill. So explain why I paid you an insurance payment for an item I am fully financially responsible for? 
  
  
  
  
   

  
  

  Business Response

  Date: 11/18/2024

  We appreciate the opportunity to respond to Ms. ******* additional concerns. We apologize for any inconvenience Ms. ***** experienced. The insurance provide coverage on the merchandise in the event of theft, fire, or flooding and is valid through the length of the contract. As Ms. ***** mentioned she paid the account off, we would be unable to issue a credit. 

  Customer Answer

  Date: 11/19/2024

  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.  
  
  Understood a credit cant be applied to the account however a refund of the insurance payment can be made. The check can be mailed to the address listed on the account.
  
  
  
  
   
  

  Business Response

  Date: 11/20/2024

  Cancellation request for refunds must take place before the account is paid off.  A credit or refund cannot be authorized once an account has been paid in full as the insurance terms has been fulfilled. 
  
  

  Customer Answer

  Date: 11/27/2024

  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.  
  
  I was told no action at all. Now only of the account is active. I was constantly lied to. This complaint will remain until a refund is issued! 
  
  Regards,
  
  
   
  

  Business Response

  Date: 12/04/2024

   We cannot issue a refund once an account has been paid in full as the insurance terms has been fulfilled. 

  Customer Answer

  Date: 12/09/2024

  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. 
  

  As Previously mentioned with no refund no resolution can be made. If I would have left the account open to resolve this issue I would have ended up paying interest on my balance which you already know. The complaint is valid and will remain.

  
   

  
  

  Business Response

  Date: 12/11/2024

  Ms. ***** is not due a refund. Her account is closed and the insurance has been fulfilled through the terms of the contract. 

  Customer Answer

  Date: 12/16/2024

  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 no one should pay for insurance in case of fire or flood when 1. They are not in a flood zone 2. Are fully financially responsible for the item. You stated in previous message I could get a refund if my account was open. Which contradicts your claims that a refund is not due. You have all the information you need to make the refund even if the account is paid off. 
  
  Regards,
  
  
   
  

  Business Response

  Date: 12/17/2024

  The Insurance covers the merchandise in the event an issues occurs such as theft, flood and fire (not just flood) similarly to car insurance coverage in the event of an accident. The insurance premium covered the merchandise while it's being financed. Since the account is paid in full, there are no further payments being made for insurance coverage. Again, we cannot issue a refund for the premium that has already been paid while the merchandise was covered. We did not receive a request to cancel the insurance while the policy was in effect. 

  Customer Answer

  Date: 12/20/2024

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

• Initial Complaint

  Date:10/29/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had ordered XL twin mattress & got a king size. Paid $1950 Cancelled order.Ordered dining room set paid $2148 mismatched & Damaged Canceled order. Contacted Conn's numerous times formy refund. No response whatsoever

  Business Response

  Date: 11/04/2024

  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. ********* has stated in the complaint:
  1. He ordered an XL mattress but received a king size and canceled the order;
  2. He ordered a dining set but received a mixed-match and damaged items, so he canceled;
  3. He has requested a refund numerous times but has not received a response.
  
  Our investigation reveals that:
  1. Mr. ********* purchased two XL mattresses that were delivered on June 8, 2024. We have no records showing that he elected to cancel this order;
  2. Mr. ********* ordered a dining room set but refused all items during delivery. His order was canceled. A check was mailed on September 19, 2024, but we found it was sent to the incorrect address and has been reissued;
  3. Mr. ********* received a refund back to his original payment method for both online purchases.
  
  We reviewed Mr. ********** complaint and found that he made two separate online purchases on invoices ******** and ********. We show both invoices have been canceled. Mr. ********* received a refund of $862.74 on ******** and a refund of $364.14 on invoice 60187824.
  
  Upon further review, we see that Mr. ********* made an in-store purchase for a dining room set on invoice ********. During the delivery, he refused all items and canceled the order due to damages found on two chairs. We confirmed the invoice was canceled, and a refund of $143.44 was processed back to Mr. ********** **** card. The remaining balance of $2,000 was submitted as a check refund since the original payment method was cash. The check was mailed on September 18, 2024, to the address listed on file.
  
  Since receiving Mr. ********** complaint, we have verified that the information in the system was incorrect, causing a delay in receiving the check. We have since corrected the address and reissued the check. We ask that Mr. ********* to allow 5-7 business days to receive the payment. We apologize for any inconvenience Mr. ********* experienced as a result of the delay.
  
  
  We appreciate Mr. ********* for bringing his concerns to our attention.
  
  
  
  Sincerely,
  Customer Relations
  *********************************************

• Initial Complaint

  Date:10/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 28 October 2024, I ordered a refurbished washer and dryer through Conn's Home Plus, with employee *******, employee ID *********. He told us the washer and dryer would be delivered on 29 Oct 2024 at 0900. He has since, blocked us from contacting him and we have not received the washer and dryer.

  Business Response

  Date: 10/31/2024

  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. ***** has stated in the complaint:
  1. She purchased a washer and dryer and was told the items would be delivered on October 29, but she has not received the items, and the sales representative has since blocked her calls;
  2. She is requesting to receive a refund.
  
  Our investigation reveals that:
  1. We were unable to locate a purchase for Ms. ************ We ask that Ms. ***** please provide us with proof of purchase.
  
  
  We have researched Ms. ****** complaint but were unable to find any purchase in our system based on the information provided in the complaint. Additionally, the employee number listed is not associated with any Conns representative. If Ms. ***** has any documents of her purchase, such as a sales receipt or invoice, we will be happy to review her concerns further.
  
  
  We appreciate Ms. ***** for bringing her concerns to our attention.
  
  
  
  Sincerely,
  
  Customer Relations
  *********************************************

• Initial Complaint

  Date:10/28/2024

  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.

  This complaint is from Conn'splus in ***************, **. I had made a purchase of mattress and floor lamp for my 97 year old mother. I paid ****** and the merchandise was never delivered. I called the store spoke with the salesman that helped me when purchasing the merchandise and he could not resolve the issue. He connected me with the manager and I was told that it was nothing they could do about it and to call customer service. After calling customer service the refund or problem about my money was not resolved. **************** gave me another number and that number did not work. I need help with getting my money back. I have all my receipts and invoice. I also spoke about the invoice had another name it was sold to instead of mines. I also addressed this issue as well.

  Business Response

  Date: 11/04/2024

  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. ****** has stated in the complaint:
  1. She purchased a mattress and lamp in-store but never delivered the items. When she called the store and customer service, they could not resolve her issue
  
  Our investigation reveals that:
  1. We cannot locate a purchase for Ms. ********************* reviewed Ms. ******* complaint but could not locate a purchase with her name, phone number, or email address. We have reviewed the documents Ms. ****** provided; however, the information is regarding a different consumer. Additionally, the document (invoice) reflects that the items were taken (TK) from the store on the day of purchase.
  
  At this time, we are unable to honor Ms. ******* request for a refund. However, if she can provide supporting documents of her purchase, we will be happy to review them further.
  
  
  We appreciate Ms. ****** for bringing his concerns to our attention.
  
  
  
  Sincerely,
  
  Customer Relations
  *********************************************

  Customer Answer

  Date: 11/19/2024

  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, Because I have.

  Not got my refund back, I feel that it was fraud 
  

  
  
   
  

  Business Response

  Date: 11/20/2024

  We are unable to honor Ms. ******* request for a refund. However, if she can provide supporting documents of her purchase, we will be happy to review her concerns.

• Initial Complaint

  Date:10/25/2024

  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.

  My Conns Appliances remaining account balance increased without additional purchases from $404.00 to $635.00 this month (October 2024), dropping my credit score 26 points. I have made every payment on time since I opened the account for one television, but they have changed the overall debt amount without notice.I called customer service and they said that they changed the interest rate amount. I asked to speak to a supervisor and the ***resentative said she was unable to transfer the call. She said she could put the account into review but it would take several days for them to get back to me. Conn's has filed Chapter 11 and I know that this will not be expedited. I also asked where the customer service call center was located; the *** said India. I asked to be put in touch with someone in the ************* as that is where Conn's headquarters is located. She refused to give me an alternative number or contact, ***eated that she could have the account reviewed, but indicated that is my only option. She also mentioned that there are several accounts open in my name, which is a concern because the only thing I've purchased is a television. Again she could offer no help in investigating it further. I would like to be able to pay off the original amount, without a mysterious extra $231.00.

  Business Response

  Date: 11/01/2024

  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. ********** has stated in the complaint:
  1. His remaining account balance increased without additional purchases from $404.00 to $635.00;
  2. He was told that there are several accounts open in his name;
  3. He is requesting a correction to his credit report, a billing adjustment
  
  Our investigation reveals that:
  1. Mr. *********** account qualified for a 12-month Cash option promotion which had to be paid in full by September 10, 2024. However, he did not pay the full balance, which caused interest to accrue as listed under the contract;
  2. Mr. ********** only has one open account with **********************;
  3. Mr. ************ credit is being reported accurately, and we are unable to approve a billing adjustment.
  
  
  We researched Mr. ************ complaint and found that he purchased a 75 TV on September 10, 2023. His purchase qualified for a 12-month Cash Option Promotional (***) of $1,113.19, which had to be paid in full by September 10, 2024.
  
  After further review of Mr. *********** payment history, we show that he only paid $773.04 to his account before the *** expired. However, the amount was not sufficient to complete the *** terms, which caused interest to accrue on his account.
  
  At this time, we are unable to honor Mr. *********** request to receive a billing adjustment. As of November 1, 2024, Mr. *********** payoff amount is $590.67.
  
  We appreciate Mr. ********** for bringing his concerns to our attention.
  
  Sincerely,
  
  Customer Relations
  *********************************************

• Initial Complaint

  Date:10/23/2024

  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.

  **************** sent Conn's a check to pay off my account. The check was in the amount of 575, an overpayment. Conn's cashed the check on October 11th but they never applied it to my account. I've made a three way call to Conn's with **************** on the line and we are still getting the run around. Conn's keep saying to call back within 24, 48, 72 hours, or that their team will reach out to me. They keep telling me to send them proof, I never touched the check, so I can't. The check was sent to them straight from ****************. **** from **************** sent them an email showing proof that the check was cleared, that Conn's cashed it. They still claim that they don't have anything. When asked to speak to someone that has access to the checks and things, they say that they don't have a number and that a supervisor doesn't have access to it. Please feel free to give **** or ******* at Republic Finance a call, ************.

  Business Response

  Date: 10/30/2024

  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. ******* has stated in the complaint:
  1. Her bank sent us a check to pay her account, which has been cashed, however, the payment has not been applied to her account;
  2. She is requesting a billing adjustment
  
  Our investigation reveals that:
  1. We have been unable to locate any missing payment. Ms. ******* has been made aware that we need supporting documents to further review her concerns;
  2. Once we receive the requested documents, we will be able to make adjustments as necessary.
  
  
  To further research Ms. ********* concerns, we would need her to submit a copy of the check that was sent (front and back) and a full running bank statement showing that payment has cleared your bank. The document must show the bank account holder's name and address, bank account number, and bank name. No scratch-outs or marks can be seen on the statement. Ms. ******* can request this information from her bank.
  
  
  Conns HomePlus values Ms. ******* as a customer and appreciates her for bringing her concerns to our attention. 
  
  
  
  Sincerely,
  
  Customer Relations
  *********************************************

  Customer Answer

  Date: 10/30/2024

  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.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  As I have stated the many times that I have called Conn's, I never touched the check. I did a debt consolidation with **************** and they sent the check to Conn's. On October 11th, Conn's cashed that check at a bank. The check was in the amount of 575. I have had Republic Finance on the phone with me while I spoke with Conn's, and **************** have also told them the very same thing. Conn's wanted emails showing that the check was sent and cashed, **************** sent them emails showing them the proof. However, employees from Conn's keep saying that they don't have access to the emails or the department that deals with checks. I've asked for a number and to speak to a supervisor and I'm always told that the supervisors don't have access and that they don't have a number to reach said department. Part of Conn's email is zendesk and if they look, they will find that check. This is the first time that I have had an issue with Conn's out of the two times that I have had products from them. My account is collecting unnecessary interest because someone did not apply that check to my account. **** or ******* can be reached at Republic Finance at ************. 
  
   
  

  Business Response

  Date: 11/04/2024

  We appreciate the opportunity to respond to Ms. ********* additional concerns. We have forwarded the document to our accounting department to further review this matter. Once we have additional information, we will be able to determine what further actions are required. 

  Customer Answer

  Date: 11/14/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I'm just waiting on the refund from what was left over from the check that was paid because it was an overpayment. Everything else has been solved and I'm thankful for that.