Business Profile

Major Appliance Dealers

Conn's Home Plus

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Complaints

This profile includes complaints for Conn's Home Plus's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,130 total complaints in the last 3 years.
251 complaints closed in the last 12 months.

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Submit a Complaint

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:10/23/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a 12 month warranty on a couch I financed through Conn's. The couch has been coming apart for months in the wooden structure inside of the couch. Conns will not honor this warranty by telling me it is the manufacturer to warranty it. Albany, the manufacturer, says it is Conns responsibility. Meanwhile, I have a couch that I am under contract to pay $3000 for a couch I cannot sit on and Conns is not upholding their end of the contract. Therefore I should not be held responsible for paying this them for this couch. They should come get it and refund me, come fix it, or give me a full refund for all the trouble I have gone through for months being sent in circles. Just because they are going out of business does not make it okay to do this to a customer.
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. She has a 12-month warranty on her couch, but we will not honor the warranty; and
2. She is requesting to receive repairs.

Our investigation reveals that:
1. Ms. ***** furniture is only covered by the 1-year manufacturers warranty. We are unable to offer service as our ****************** has closed;
2. All repairs are the responsibility of the customer to seek a repair provider and pay for those services

We researched Ms. ***** complaint and found that on 11/26/23, she purchased the ****************** furniture that has a 1-year limited manufacturers warranty. Ms. **** did not elect to purchase additional coverage.

After further review, we see Ms. **** contacted us on July 25, 2024, to request service on her furniture. At that time, Conns had announced we were going out of business and could no longer service furniture without an extended warranty.

We are unable to offer service as our ****************** has closed. For furniture/mattresses that need service but did not purchase a FurnitureGard extended warranty plan, all repairs are the customer's responsibility. The customer must seek a repair provider and pay for those services. There is no longer a one-year warranty due to Bankruptcy.

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.
As it shows here on my paperwork where my couch was purchased, is that it has a 12 month warranty. I contacted the manufacturer, ******, as Conns told me they would warranty the couch. I attached the email from ****** stating that they are not the ones responsible for the warranty, that Conns is responsible.

Being that I have been contacting for months within the 12 month warranty to have my couch fixed for something that should most certainly be covered under this warranty, I should not be held responsible to pay for fixing this couch. It is not my fault that the business was going into bankruptcy and I was not made aware at the time of purchase that this was about to happen either. I should be refunded for this couch if the contract cannot be honored. It is on my credit that I still owe $1800 for this couch and I should not be held responsible to pay that money, if you aren't going to honor the warranty on your side of the contract. This should make the contract null and void.

Regards,

Business Response
Date: 11/04/2024
We appreciate the opportunity to respond to Ms. ****** additional concerns. Ms. **** did not elect to purchase additional coverage on her furniture. For furniture that need service but did not purchase a FurnitureGard extended warranty plan, all repairs are the customer's responsibility. The customer must seek a repair provider and pay for those services.
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.]

Again.. The couch comes with a 12 month warranty that I am still within the 12 months of said warranty, as shown in the attachments. Why should I have to purchase extended warranty for you to fix a broken couch that you sold me, when it already has a 12 month warranty... that is still active? You stated that you are not going to warranty the couch because of Conns filing for bankruptcy, no one made me aware of that when I was financed for the couch and it does not state that anywhere in my paperwork... but it does state that I have a 12 month warranty.

Regards,

Business Response
Date: 11/18/2024
Ms. **** did not elect to purchase additional coverage on her furniture. For furniture that need service but did not purchase a FurnitureGard extended warranty plan, all repairs are the customer's responsibility. The customer must seek a repair provider and pay for those services.
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.

Please consider looking at this from my side of things. Imagine you finance $3600 for a couch that is coming apart just after buying it. You clearly are shown that the couch is covered with a 12 month warranty in your paperwork!!!!! The couch is breaking and you spend months trying to just have it repaired, as the paperwork states only to be told that the company is now going out of business so they will not honor the warranty, they will not come get the couch or take returns, will not exchange the couch for another, will not take the amount owed off of your credit that you are still being held responsible for yet the business does not feel that they are responsible to hold their end of the contract because I did purchase an additional warranty. This is unethical and wrong. Here are my solutions..
1. Come get the entire couch and return my money paid and take account off of my credit
2. Trade the couch out for one that is not broken in the store
3. Have someone come and fix the couch
4. Return my money
Any of these would be a suitable answer and/or solution.

Regards,

Business Response
Date: 11/21/2024
We understand Ms. ****** concerns; however, due to Conns filing for Bankruptcy, our service department is now closed, and we can no longer facilitate service claims. Our stores have closed, and we have gone out of business.
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.

There has been no effort of resolution at all. I gave every option and I am being told they will do nothing. I am reporting to BBB because I thought that you would tell the company that they need to do something to make this right, but nothing is still being done. I am just going back and forth as I have been for months and I will have to eat the costs. because they dont care since they are going out of business anyway. This is wrong.
Regards,

Business Response
Date: 12/04/2024
Due to Conns filing for Bankruptcy, Conn's service department is now closed and can no longer facilitate service claims. There is no one to escalate this to who can make a different decision. Our stores have closed, and we have gone out of business.
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.

I have contacted numerous couch repair people and have found no one who will even come and repair the couch. Even the manufacturer, with me self paying, will not repair their own couch. You are going out of business but you are still paying people to make sure I make my payments.... You make sure I have to pay for my part of the deal, yet you don't keep your end... YOU ABSOLUTELY SHOULD REFUND MY MONEY.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Business Response
Date: 12/11/2024
We are unable to issue a refund. Our stores have closed, and we have gone out of business. Due to Conns filing for Bankruptcy, Conn's service department is now closed and can no longer facilitate service claims. There is no one to escalate this to who can make a different decision.
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.
On July ****** I went to the ***************** Store in **********, ** and purchased Furniture through an installment plan with WS Badcock. The interest was a little too high so I went to my Bank -State Employees ************ also located in ********** and acquired a lower interest rate loan and they paid off my balance with **********. The Bank sent them a Cashier's Check on August ******* and the check was cashed/cleared on 9/05/24. They have not credited my account as of today 10/18/24. I have placed over a dozen phone calls to their billing office and I have sent several emails to Conns Home Plus. This was directed me to do by the billing office. To my understanding Conns Home Plus purchased ******* back in December. I don't understand why they are still carrying their Badcock name. So I don't know if they have credited someone else's account or someone has stolen the money. I have paid my account off and I need it to be credited. I have attached the Cashier's check from my bank,memo that was sent with check and the bank gave me copy of transaction history revealing when check cleared. Check number on Cashier's check matches the check on the transaction history. Please note I have been dealing with Florida on the phone, but per their directive my Cashier's check was mailed to W.S. ********************, ***********************************************************************. Again my account number is *********. I have paid them in good faith. Please help me with this matter. If there is any more information please feel free to call me at **************.
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. Her bank sent a Cashiers Check in August to pay off her account, which was cleared on 9/5/24, 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 6, 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 appreciate Ms. ***** for bringing her concerns to our attention.

Sincerely,

****************
*********************************************
Customer Answer
Date: 11/07/2024
[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:10/22/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a fridge from this business and was offered a promotion if I pay it off in 12 months I would get interest free. My first payment was November 2022 and ended in November 2023. I had thought that I was good till my daughter ****** ***** received a call on October 16, 2024, stating the account was past due and needed to make a payment. She wasnt aware that this was paid off so she allowed them to draft $50 from my account. She notified me after and I then called Connss stating this account has been paidas of November 2023. Since then I have attempted to get this resolved but still saying I lost the promotion because of me not paying the total amount by December 2, 2023, which I did. Only amount due is interest that they have added almost a year later. I would like to get the $50 added back to my account and my account to zero balance.
Business Response
Date: 10/24/2024
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. ***** has stated in the complaint:
1. She had a 12-month promotional offer and paid off her balance. However, her daughter received a call regarding a payment owed and paid $50 to the account. She contacted us but was told she did not pay off the balance and has not been able to get assistance,
2. She is requesting a billing adjustment and to receive the $50 back.

Our investigation reveals that:
1. Ms. ****** account qualified for a 12-month cash option promotional balance, which had to be paid in full by November 12, 2023. However, she failed to pay before the *** expired, and interest was added to her account;
2. As a goodwill gesture, we have agreed to honor the *** to close the account. Additionally, we have agreed to process the refund request.

Our records show that on November 12, 2022, Ms. ***** purchased a ******* French-door refrigerator that was delivered in good condition on November 18, 2022. Ms. ******* purchase qualified for a 12-month Cash Option Promotion totaling $1,761.50, which had to be paid in full by November 12, 2023.

We researched Ms. ****** complaint and found that she did not pay the entire *** balance before the expiration date, which caused interest to accrue on her account. We show that she contacted us on October 21, 2024, to dispute her balance. After reviewing her account, we agreed to honor the *** amount and close the account as a goodwill gesture. We also agreed to process a refund for the $50.00 payment made on October 16, 2024. We ask that Ms. ***** allow time for the account to be updated and the refund to be processed.

Conns HomePlus values Ms. ***** as a customer and appreciates her for bringing her concerns to our attention.

Sincerely,

Customer Relations
*********************************************
Customer Answer
Date: 10/24/2024
[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.

Customer Answer
Date: 11/07/2024
Better Business Bureau:

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

[Provide details of why you are not satisfied with this resolution.]

Regards,

Please See Attached
Business Response
Date: 11/11/2024
We appreciate the opportunity to respond to Ms. ******* additional concerns. Since our previous response, we show that Ms. ******* account has been closed as agreed and the $50 refund in currently pending. We ask that Ms. ***** please allow time the refund to be processed and mailed.

We have included a copy of Ms. ******* loan ledger for her records.
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.
I was promised the $50 that was taken out of my account in mid-October. The statement DOES NOT show a credit on my account so I feel like I will not be getting the money back as promised. Though, I am happy this account has finally been closed after dealing with this almost a month from today, I do not understand why it is taking so long to get my money back. I would like to get this account resolved and show proof that the money will be mailed as promised. This is going on almost 30 days and I do not understand why it is taking this so long. I have been told to have patience, but I have never had to deal with a company as this one. Please just send me my money and show a credit on my account instead of zero please.

Regards,
****** *****

Business Response
Date: 11/20/2024
Ms. ******* account is closed as we agreed. The statement provided shows that has not principle balance owed. The $50 refund in currently pending. There is a delay due to the bankruptcy. We ask that Ms. ***** please allow time the refund to be issued.
Customer Answer
Date: 11/27/2024
[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:10/21/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a washer and dryer online with this business. The order was placed on 9/13. The first delivery was cancelled. The items were delivered on 9/28/2024 but the dryer did not work, would not turn on. They left the washer but took the dryer back as refused. I contacted them regading this and here is the history:************ Refund - ******** - 3-5 business days and the refund on the card Name - ***** - call on 9/30 @10:13 follow up call - 10/4/2024 hung up on twice (went to survey), was told ticket was submitted - email to warehouse need some sort of invoice or something - warehouse never responded called back 11:13 - trying to contact warehouse ticket #******* ***** - ****** approximate refund called on 10/21 - 230 cst - still no refund, **** tried to call, they said couldn't talk to him ********* - said they are following up and the upper departments will be calling me. Call to be expected asap - no exact ETA - requested priority notice The first call, ***** stated that we would receive a full refund due to the inconvenience and I even told him that we had the washer. He said it would take 3-5 business days, no refund was received.The second time, ***** said we would receive a partial refund within 3-5 business days and he had no idea why ***** would have said we would get a full refund. This refund was never received.I called back again today, 10/21 and was told they have set this as priority and I would receive a call back. I have been told this before and no one has ever called me. I tried to talk to ***** and ***** and was told that wasn't possible.
Business Response
Date: 10/23/2024
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. ***** has stated in the complaint:
1. She purchased a washer and dryer that was delivered on 9/28/24, but the dryer didnt work and was returned. She was told she would get a refund but still has not received it;
2. She is requesting to receive a refund.

Our investigation reveals that:
1. Ms. ***** washer and dryer was delivered on 9/27/24. The dryer did not work upon installation and was returned. However, we later discovered that the invoice was completed in error. Prior to processing the refund, we filed for bankruptcy and are unable to process refunds at this time;
2. The Chapter ********************************** place during the court proceedings.

We researched Ms. ***** complaint and found that at the time of the delivery, the dryer was found to be defective and returned to the warehouse. We show that Ms. ***** invoice was completed in error, which caused an initial delay in processing the return. However, before we could submit a refund request, Conns had announced we were going out of business and filed for Chapter 11 bankruptcy.

Unfortunately, due to Conns filing bankruptcy and going out of business, we cannot process refunds at this time. The Chapter ********************************** place during the court proceedings. There is no one to escalate this to who can make a different decision, as we are under the rule of the judge presiding over the case. For additional information about the cases, please visit ************************************************. The Company has also established an Information Line at Toll-Free **************, and for local callers, please use **************. Parties may also email ************************************* for more information.

Conns HomePlus values Ms. ***** as a customer and appreciates her for bringing her concerns to our attention.

Sincerely,

Customer Relations
*********************************************
Initial Complaint
Date:10/21/2024
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 10/11/24 We purchased a TV at Conns in *************. paid with our bank card. We took the TV home, plugged it up. TV had a broken screen. We took it back to the store on 10/12/2024. Was told a refund would take 3 weeks. We then bought another TV in a box paid cash, took it home and again the TV was damaged. We took it back to the store the same day. We cant seem to get ahold of the store manager. They had us wait 2 hours and the problem was never resolved. We were told to come back on Monday 10/14/2024 to speak to the Manager at 9am. We got to Conns only to be told to come back tomorrow. The Manager is not in and will not be in. ****** and ***** are the ones weve been talking to. We keep getting the run around with no resolution. Everyone I have spoken to keeps asking for the phone number associated to the account. 1. I dont have an account 2. The store is going out of business. What I have is both receipts for both purchases and my bank statement. I dont believe this matter is being handled in good faith. Its not fair for them to sell damaged or defective product and not willing to make it right.
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. She purchased a TV on 10/11/24, but when she took the item home, it was broken, so she returned it the following day and was told she would receive a refund in three weeks;
2. She decided to purchase another TV, which was damaged. She took it back to the store the same day but has been getting the runaround; and
3. She is requesting to receive a refund

Our investigation reveals that:
1. On 10/11/24, Ms. ***** purchased a TV during our Final Sale liquidation and took the TV from the store in good condition. She returned the following day attempting to return or exchange due to damages but was made aware all sales are final, and we could not approve the return or exchange;
2. On 10/12/24, Ms. ***** agreed to purchase another TV as a Final Sale item and took the TV from the store. Ms. ***** was again informed we cannot authorize a return or exchange as all sales are final;
3. We are unable to honor Ms. ****** request for a refund.

We researched Ms. ****** complaint and found that 10/11/24 she purchased a 75 TV during our Final Sale liquidation. Ms. ***** was able to inspect the TV prior to receiving the item and took it from the store that day in good order. We see she returned the following day, stating that the TV was damaged and that she requested to either return or exchange the item. However, she was reminded that all sales were final, therefore we could not approve her request.

After further review, we see that Ms. ***** decided to purchase a new 85 TV on 10/12/24 and took the item from the store in good condition. She reached out to us on 10/14/24, stating that she returned the ********************************************************* ***** was again informed that we cannot authorize a refund as all sales are final. Once the item has left our facilities, we cannot determine when or how the damages may have occurred.

Conns HomePlus values Ms. ***** as a customer and appreciates her for bringing her concerns to our attention.

Sincerely,

Customer Relations
*********************************************
Initial Complaint
Date:10/20/2024
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.
October ****** The store is going out of business. I went in there and was told to give my credit card to hold a refrigerator and go take measurements at home to see if it would fit. It wasn't gonna fit so I went and asked for my money back. I have receipts and proof they're supposed to give me a refund still have not received a refund. Nobody knows where my refund is, they are playing games at that store. They're trying to s**** me over and keep $1598.23. The money was supposed to go back on my Discover card with in 5 to 7 business days. I've been calling them they don't know where my money is , somebody told me that is gonna take six months for my money to come back honestly I think they're scamming people right before they close down. I have proof emails and receipts that they're supposed to give me my money back and they still haven't.
Business Response
Date: 10/23/2024
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. ******** has stated in the complaint:
1. She purchased a refrigerator but found that the unit would not fit her space so she returned to the store to cancel for a refund, but still has not received it;
2. She is requesting a billing.

Our investigation reveals that:
1. Ms. ******** returned to her local store and canceled her order. We conformed the invoice was canceled a credit refund was pending;
2. As of 10/23/24, we processed Ms. ********* refund to her Discover card.

We researched Ms. ********* complaint and found that she elected to cancel the refrigerator due to the item would not fit her space. We confirmed the invoice was canceled, and a credit refund was pending.

We spoke with Ms. ******** on 10/23/24 and were able to process the refund of $1,598.23 back to her Discover card. We sincerely apologize for any inconvenience Ms. ******** has experienced during this process.

Conns HomePlus values Ms. ******** as a customer and appreciates her for bringing her concerns to our attention.

Sincerely,

Customer Relations
*********************************************
Initial Complaint
Date:10/18/2024
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.
Conns Home Plus just went bankrupt but before they went bankrupt I owed $2,812.00 .I paid them 3.062.00 the check was over the amount I owe by like $250 I call them about the $250 at first they said the was going to mail me a check for the amount. 1 month went by and I never received anything from them not a letter my check or anything so I called them back and they said they not going to be able to give me the money back since they already filed for bankruptcy what do I do how can I get the money they owe me the number I called is ************** also heres another number they can be reached at ************** theyre email address is ****************************************
Business Response
Date: 10/23/2024
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. ***** has stated in the complaint:
1. She overpaid on her account before we filed for bankruptcy and was initially told she would get a refund, but now she is being told we cannot issue a refund.

Our investigation reveals that:
1. On 8/24/24, Ms. ***** paid $3,062.00 to close her account. Once the payment was processed, an overpayment of $129.72 was owed. However, we could not process refunds at that time due to Conns filing bankruptcy and going out of business.

We researched Ms. ****** complaint and found that after making her final payment, she had an overpayment of $129.72 due. The refund was pending due to the automatic stay of Chapter 11 bankruptcy, which caused a delay.

We confirmed that on 10/19/2024, the refund check of $129.72 was mailed out to Ms. ****** address on file. We sincerely apologize for any inconvenience Ms. ***** has experienced during this process.

Conns HomePlus values Ms. ***** as a customer and appreciates her bringing her concerns to our attention.

Sincerely,

Customer Relations
*********************************************
Initial Complaint
Date:10/18/2024
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 went in person to the Conn's Homeplus store in *******************************************************, 3 October with a check for $602.00 to pay of the balance of $375.30, from my ************* to pay my balance off in full. The underwriter went off what was the balance on my credit report at the time, the company did not update their recored on timely manner. NOW, Conn's Home PLus, REFUSE to give me back my refund of $224.70.I did not want anything else to do with this buisness. I have told them since day one of last year. I regret that I ever saw their add on *****. After I sent one furniture back I did not know I start a entire second contract with them, they tried to charge interest on me. More I pay off the more my balance kept going up higher. Every time I talk to customer service, they kept give me a different book to read. Now since there in chapter 11, closing all stores' that not my problem.
Business Response
Date: 10/23/2024
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. ***** has stated in the complaint:
1. She went to the store with a check of $602 to payoff her account and had an overpayment. but is being told that we cannot issue a refund due to filling bankruptcy;
2. She is requesting a refund.

Our investigation reveals that:
1. On 10/2/24, Ms. ***** made a payment of $602.00 to close her account. Once the payment was processed there was an overpayment owed. However, due to Conns filing bankruptcy and going out of business, we are unable to process refunds at this time. The Chapter ********************************** place during the court proceedings.
2. As of 10/23/24, we have processed Ms. ***** refund

We researched Ms. ***** complaint and found that after making her final payment, she had an overpayment of $244.05 due. The refund was pending due to the Chapter 11 bankruptcy automatic stay which caused a delay. As of 10/23/24 and have submitted the overpayment refund of $244.05. We ask to please allow 7-10 business day for processing. We sincerely apologize for any inconvenience Ms. ***** has experienced during this process.

Conns HomePlus values Ms. ***** as a customer and appreciates her for bringing her concerns to our attention.

Sincerely,

Customer Relations
*********************************************
Initial Complaint
Date:10/17/2024
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 requested a ****** BALANCE on September 13, 2024 on the company letterhead. I was told it would sent in 5-7 working days. I also asked if it could be emailed to me sooner.Yesterday, October 16th, I called again and was told it would be mailed in 5-7 working days. I asked if there was someone in their **************** that I could talk to was told no
Business Response
Date: 10/18/2024
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 requested a payoff balance letter on two separate occasions and was told it would be sent in 5-7 business days, but she still has not received the letter and is requesting a copy

Our investigation reveals that:
1. Due to Conns filing for bankruptcy, we can no longer provide goodwill payoff letters.

As of October 18, 2024, Ms. ********* payoff balance is $1,193.96. Although we cannot provide Ms. ******** with an official payoff letter, she may use our response as supporting documents. We have also included a copy of Ms. ********* Loan Ledger for her records.
Conns HomePlus values Ms. ******** as our customer, and we appreciate her bringing her concerns to our attention.

Sincerely,

Customer Relations
**********************
Initial Complaint
Date:10/17/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a couch from Conn's HomePlus on ******************* in *******, *******, on October 14th. At the time of purchase, I was informed that all the recliners worked but they didn't have an outlet for me to try it on. Was also told delivery services were unavailable; however, I was provided with referrals for delivery services. I hired one of them for the pickup and delivery of the couch to my residence, and paid them $150 for the service.Upon the couch's arrival, we discovered that it was not working. Specifically, it is an electric recliner that will not operate manually. I have reached out to the store and Conn's customer service multiple times, but each representative has only provided me with new contact numbers, none of which have resolved my issue. I am now left with a non-functioning huge couch in my living room, and the company has not offered to inspect the item, provide a repair, or issue me a refund. This experience has been exceedingly frustrating, and I find the level of customer service to be unacceptable. I believe that PER LAW I'm entitled to a repair, a replacement or a refund for the major incovenience caused.
Business Response
Date: 10/18/2024
RE:*******, *****
BBB: 22438261

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 purchased a couch and was told all recliners worked, but he could not test it in the store. Once he got the item home, he found that the electric recliner did not work and has contacted us multiple times for a resolution;
2. He is requesting a refund.

Our investigation reveals that:
1. Mr. ******* purchased a recliner, which was picked up the same day. He contacted us three days after the purchase to report that it was not working. He has been made aware that all sales are final, and he did not purchase an extended warranty to review service options;
2. We are unable to issue a refund.

Our records show that on October 14, 2024, Mr. ******* purchased an ************ recliner during our Going Out of Business final sale. We see that Mr. ******* elected to pick up the recliner that same day and signed his invoice, acknowledging the item was received in good order.

After reviewing Mr. ******** complaint, we discovered that he contacted us on October 17, 2024, stating that the recliner was not working.He was informed that we could not approve a return as all sales are final, and he did not elect to purchase a warranty to review service options.

We cannot honor Mr. ******** request for a refund. For all furniture that requires service but did not purchase a FurnitureGard extended warranty plan, all repairs are the responsibility of the customer to seek a repair provider and pay for those services.

Conns HomePlus values Mr. ******* as a customer and appreciates her for bringing her concerns to our attention.

Sincerely,

Customer Relations
*********************************************
Customer Answer
Date: 10/23/2024
Better Business Bureau:

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

First of all, no extended warranty was offered at ANY point of the sale for me to decline it. For me to be able to decline it, it would've had to be offered in the first place. Second of all, I was never made aware of any flaws. In fact, me, my wife and my mom asked if everything worked properly and we were told it absolutely did, but they didn't have an outlet to show us. Also, the store has "ALL
MANUFACTURERS WARRANTIES ARE IN FULL EFFECT" signs hanging, as shown in one of the pictures attached. We also tried contacting them, and were told to contact Conn's. The other document attached is a copy of the receipt of a recliner technician who we had to pay to come take a look at the couch and basically said it will be very expensive to fix it, and he needs pieces that need to be ordered from *****, the pieces will cost us a new couch. The amount of stress and lack of help from Conn's is absolutely unacceptable. I have this huge furniture that no one can use, in the middle of my living room reminding every minute that I made a terrible mistake doing business with this store. I want them to come pick this up (since I'm not paying anyone to come get it, I already lost $150 for a non-working couch!) and refund me my money. Is literally THE LEAST they can do.

Regards,

Business Response
Date: 10/24/2024
Mr. ******** did not purchase an extended warranty on his furniture to review service options. For all furniture that requires service but did not purchase a FurnitureGard extended warranty plan, all repairs are the responsibility of the customer to seek a repair provider and pay for those services. Mr. ******* may reach out to the manufacturer to determine what service is available through their manufacturer's warranty.

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Conn's Home Plus is NOT a BBB Accredited Business.