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:12/09/2022

  Type:Service or Repair 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 17 November 2022, my Samsung TV screen went inoperable. I notified Conns repair of this immediately, and they sent a technician out to tell me my tv screen was going out. Later, they sent the same technician out to repair the screen on 06 December. This technician then attempted to disassemble the tv to replace the screen and broke a 1.5 inch chunk of plastic off of the back panel. He did not tell me this right away, but went out to the repair van and informed his supervisor of this, and then came back in the house and told me the situation. He said he had to order the part/back panel. He then left my house. I went to Conns store in Killeen, Texas to see if they could replace my TV, and was informed that Conns repair had to deem my TV non-repairable before that happened. I and my wife called Conns repair that night, and spoke to Conns repair customer service, and were given a “ticket” number for replacement of our TV, and to call again in 48 hours or more. We called today, 09 December, for resolution of this problem, and Conns repair is insisting on repairing my TV, despite their repairman damaging my TV in the first place, and will not consider replacing it instead.

  Business Response

  Date: 12/16/2022

  Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to Mr. ********’s concerns. We have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mr. ******** may contact Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252, or online at www.conns.com.?
  
  Mr. ******** stated in the complaint that:
  1. He contacted us regarding issues with his TV and we sent out a technician who broke the back panel;
  2. He requested to receive a replacement and received a ticket number but was later told parts would be ordered; and
  3. He is requesting to receive an exchange.
  
  
  Our investigation reveals that:
  1. During the installation, the technician notated that while replacing the front panel the back panel broke;
  2. Mr. ******** contacted us requesting receive an exchange due to the technician damaged the back panel but was made aware that a new panel would be ordered and installed;
  3. As of 12/14/22, Mr. ********’s TV was approved for an exchange.
  
  Our records show on 11/21/19, Mr. ******** purchased a Samsung 65” TV and elected to purchase a 38-month Repair Service Agreement Plan. Mr. ******** elected to pick up his television from his local Conn’s that same day.
  
  We researched Mr. ********’s complaint and found that he contacted us for service on 11/17/22, stating that half of the TV screen is dark. A service inspection was scheduled for 11/22/22. During the inspection, the technician found a new panel was needed to complete the repairs. Once the part arrived, Mr. ******** was scheduled for installation on 12/6/22. Upon installation, the technician notated that while taking the TV apart the back panel broke and needed to be replaced therefore, a new back panel was ordered.
  
  After further review, we show Mr. ******** contacted us that same day requesting to receive a replacement since the technician damaged the back panel. Mr. ******** was made aware that we would need to continue with the repairs and order the back panel. Our records show the panel was scheduled to arrive on 12/13/22, but the part did not arrive as scheduled from the manufacturer and would need to be reordered. Due to the delay in receiving the part, Mr. ******** was approved for an exchange on 12/14/22. We show Mr. ******** initiated his exchange that same day and selected a new Samsung 65” TV which comes with a 1-year limited manufacturer’s warranty. Mr. ******** elected to pick up his TV from his local Conn’s that same day.
  
  We have no further records showing that Mr. ******** has contacted us regarding any additional concerns.
  
  Conn’s HomePlus values Mr. ******** as our customer and appreciates him for bringing this matter to our attention.
  
  
  
  
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

• Initial Complaint

  Date:12/09/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a washer dryer and refrigerator through Conns online service on October 2022. Delivery for everything was scheduled for November 12. Truck never showed, no phone call, no text. I called them, re scheduled for Nov 19th. On the morning of, I receive a phone call from the warehouse stating fridge was damaged and if I would accept a $600 discount, I stated I had to see the fridge. A picture was texted to me followed by a phone call where I explained that I no longer wanted the fridge because of the damage. It is now December 9th. I have no replacement fridge, no credit, no nothing. No answer from conns. They place me on hold and later disconnect my call. I spoke to a “lead” by the name of Desiree Young and she promised me a call back and I haven’t heard from her. It’s been 24 hours since she promised me a call back, I have called her 5 times and left messages and no answer. I went personally into a local showroom where they were unable to help me. It seems there’s no one willing to solve this problem and everyone keeps pointing fingers at the warehouse whom I’ve also not heard from. This has been such a frustrating process for me. I’m in a home with no fridge now and NEED this money to buy a different fridge. $2499 was what I paid for the fridge.

  Business Response

  Date: 12/16/2022

  Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to Ms. *****’s concerns. We have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. ***** may contact Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252, or online at www.conns.com.?
  
  Ms. ***** stated in the complaint:
  1. She ordered a washer, dryer, and refrigerator online and was scheduled for delivery on 11/12/22 but the delivery truck never arrived;
  2. Before her delivery, she was contacted and notified that the refrigerator was damaged and she requested to cancel the item but has not received a replacement or refund; and
  3. She is requesting to receive a refund.
  
  Our investigation reveals that:
  1. Ms. *****’s delivery was originally scheduled for 11/12/22 however, the delivery truck was overcapacity which resulted in some deliveries being rescheduled;
  2. Ms. ***** requested to cancel the refrigerator but the delivery was completed in error which caused a delay in processing the refund; and
  3. As of 12/9/22, the refund of $$2519.99 has been processed.
  
  
  Our records show on 10/18/22, Ms. ***** purchased a Samsung French Door Hub refrigerator, washer, and dryer. We show Ms. *****’s appliances were scheduled for delivery on 11/12/22 however; due to the delivery truck being over capacity the delivery was rescheduled for 11/19/22.
  
  We researched Ms. *****’s complaint and found on the day of the delivery, she was contacted and informed that the refrigerator was damaged and offered a concession. However; after reviewing photos of the damaged unit, Ms. ***** declined the concession and requested to have the refrigerator canceled from her order for a refund. We show the remaining items (washer and dryer) were delivered that day in good order.
  
  After further review, we were able to confirm that the refrigerator was completed in error when the washer and dryer were delivered which has caused a delay in processing the refund. As of 12/9/22, we have corrected the error and submitted the refund of $2519.99 back to Ms. *****’s Visa card used at the time of purchase.
  
  We sincerely apologize for any inconvenience Ms. ***** experienced as a result of the delay.
  
  Conn’s HomePlus values Ms. ***** as our customer and appreciates her for bringing this matter to our attention.
  
  
  
  
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

• Initial Complaint

  Date:12/08/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a computer and completed the purchase last Friday. Originally, my order was supposed to have next day shipping or 2 day shipping. I started inquiring on Monday, and I’ve called everyday. Each representative I speak with gives a different reason as to why I’ve received zero correspondence about my computer. I’ve received absolutely no communication and no one can give me an accurate answer as to why. I signed a lease agreement regarding this purchase, and I believe it’s absurd and unfair that I can’t get any answers.

  Business Response

  Date: 12/14/2022

  Conn’s HomePlus *“Conn’s”)
  appreciates the opportunity to respond to Ms. ************ concerns. We have a
  more than 130-year history of quality customer service and satisfaction, and we
  would not want anything to impair that record. As a reminder, Ms. ********** may
  contact Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252 or online at www.conns.com.? 
  
  Ms. ********** stated
  in the complaint: 
  She placed an order for a computer with 2-day shipping but no one has been able to provide her with any information regarding her order; and
  She is requesting to be contacted
  
  Our investigation reveals that: 
  Ms. ********** placed an order on 12/2/22 for 2-day shipping. However; due to a system error there has been a delay with the shipment;
  We attempted to contact Ms. ********** but were unsuccessful.
  
  
  Our records show on 12/2/22,
  Ms. ********** purchased an HP Pavilion Laptop. We show Ms. ********** signed
  her online contract and returned all requested documents to us on 12/3/22 for
  processing.
  
  After further review, we
  show Ms. ********** contacted us on 12/5/22 to check the order status. Ms. **********
  was informed that the order was still pending shipping and we would update her
  once a tracking number became available. Our records show due to a system
  error, Ms. ************ order was closed and showing that the item had been
  shipped out. As of 12/10/22, the error has been corrected and the laptop was
  shipped via ****** We show Ms. ************ laptop is currently scheduled to be
  shipped to her address on 12/15/22 ********* ****** *************.
  
  We sincerely apologize for
  any inconvenience Ms. ********** experienced during this process.
  
  
  Conn’s HomePlus values Ms.
  ********** as our customer and appreciates her for bringing this matter to our
  attention.
  
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus
  

• Initial Complaint

  Date:12/08/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/23/22, I ordered (Order # ********) a washer online and before I was even able to complete the purchase, a hold was placed on my Conns/********* card for $1,114.94, which was the exact amount of my planned purchase. Between *** and Conns, I had to speak to at least 5 reps before the issue was finally corrected and I could finally complete the order. I completed the confirmation online for the 11/26 delivery but the washer wasn’t delivered and no communication provided. I chatted online that evening, was told I needed to call in. Called in and was transferred twice before I was finally told that there were too many deliveries that day and it would be delivered 11/28. The delivery men were rude, careless, and caused damage. They scratched the washer in two places, dinged my wall and scuffed my floor. My stepson had to sign for it as I was working and I didn’t see the damage until I was on break. I called the next day and I asked to speak to a manager. The rep was nice and tried to de-escalate, which I understand is her job, but I explained that there have been several different issues in this process, and it would easier to explain it all directly with a manager. She placed me on hold to try and connect with one, was unable to and she advised that she would get me in touch with the ‘warehouse’ instead so they could handle the damage issue. Whether it was intended or not, to me, this felt like another “pass the buck” attempt and I was tired of being transferred around. I asked the rep if a manager could call me, and she said “sure, I’ll submit that request for you.” I said thank you, expecting her to ask for my phone number and tell me what the turnaround time was for a callback, but she said, “You’re welcome, have a good day” and disconnected. Lo and behold, I never received a call. Now, on Tues (12/6), I look at my *********/Conns account, and my Available to Spend amount is -$624.00 when it should be in a positive for about $400.00. Chatted with ********* b/c I’m concerned the incorrect overage on the balance will be reported to my credit and yup, I was told again that I need to call Conns b/c they put another hold on my account that shouldn’t be there. Transaction on account is listed at Conns Interest $1114.94 from 11/23. This tells me that the hold was not removed, it was just temporarily lifted long enough for me to submit the purchase on your website. I posted my complaint on your ******** page that day, hoping to find a resolution since chatting and calling in has mainly gotten me nowhere, but a couple of hours later, my post was deleted.

  Business Response

  Date: 12/15/2022

  Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to Ms. ********’s concerns. We have a more than 130-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. ******** may contact Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252 or online at www.conns.com.?
  
  Ms. ******** stated in the complaint:
  1. She placed an online order for a washer and was scheduled for delivery on 11/26/22 but did not receive delivery and was later told the delivery schedule was full;
  2. During the delivery, the team was rude and caused damage to her washer, walls, and floor. She called to speak with a manager regarding the damages and was told that a request was submitted but she never received a call;
  3. After receiving her ********* Bank account, her balance was reported in the negative, and found we placed on hold on her account for the balance totaled;
  4. She attempted to reach out to us on ******** for a resolution but her post was deleted; and
  5. She is requesting to be reimbursed for damages and to have her ********* Bank account corrected.
  
  
  
  Our investigation reveals that:
  1. Ms. ******** originally placed an online order on 11/23/22 but the order was pending process with *********. Once the order was completed, she was scheduled for delivery on 11/26/22 but she did not confirm her delivery date and was rescheduled for 11/28/22;
  2. At the time of the delivery, no damages were reported regarding the product or home. Ms. ******** contacted us the following day to report that her washer and wall were damaged. Ms. ******** was informed of the process regarding damages but requested to speak with a manager to get a quicker resolution. A manager was not immediately available but a callback request was submitted;
  3. We confirmed Ms. ******** had a hold on her original online order but the hold has not been released;
  4. On 12/6/22, Ms. ******** posted on public comment on our ******** page regarding her recent experience. We replied to her comment that same day requesting her to send us a direct message with her information to review her concerns but never received her direct message to further review; and
  5. We have submitted a damage claim for the delivery company to begin their investigation regarding the damages. As of 12/14/22, we have released the pending hold of $1114.94;
  
  
  
  
  Our records show on 11/23/22, Ms. ******** placed an online order for a Samsung washer which was scheduled for delivery on 11/26/22. However; we show the delivery date was not confirmed which caused the delivery to be rescheduled for 11/28/22. On the day of the delivery,
  we show Ms. ********’s washer was delivered and signed acknowledging the item was thoroughly inspected and received in good order.
  
  We researched Ms. ********’s complaint and found that she contacted us the following day stating that after further inspecting her washer, the unit is scratched and the delivery team also damaged her walls. Ms. ******** was informed of the process for the reported damages and made aware that she would need to provide photos of the washer and wall for further review. During the call, Ms. ******** stated she was not worried about the wall and stated the washer did not have any dents, only minor scratches, but she wanted to speak with a manager to express her overall dissatisfaction with her experienced. Therefore; a damage claim was not submitted that day to start an investigation but a manager callback was submitted as requested. A callback attempt was made but we were unsuccessful in reaching Ms. ********.
  
  Since receiving Ms. ********'s complaint, we have submitted a damage claim to have the delivery company begin its investigation into the wall damage. Once the claim has been processed and reviewed, Ms. ******** will be contacted regarding the findings and resolution.
  
  
  Conn’s HomePlus values Ms. ******** as our customer and appreciates her for bringing this matter to our attention.
  
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

  Customer Answer

  Date: 12/21/2022

  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, I do appreciate the correction to my *********/Conns
  account. I see the duplicate amount was removed and the available to spend
  amount is correct. Regarding the delivery confirmation, I have attached a
  screenshot of the automated calls I received on 11/25/22. I received a total of
  four calls, providing the same information each time. I went to confirm the
  delivery for 11/26 as it stated two different times to ensure you had record of
  it. If you did not receive the confirmation, that is a flaw in your system, not
  in my ability to follow through with what was required of me. In reference to
  the manager callback, I received no voicemails from Conns at all. I work M-F, from
  the morning until 8pm at night so I usually reply to any missed calls and voicemails
  the next morning. The only calls I received around that time that I was able to
  answer were disconnected from the other line as soon as I said hello. Lastly, I
  have provided two screenshots of the post where I left my comment on FB after
  my original post was deleted. Every complaint comment on that entry has been
  replied to, except mine.
  
  
  
  Regards,
  

  Hannah ********
  
  
  
   

  
  

  Business Response

  Date: 12/23/2022

  Thank you for the opportunity to response to Ms. ********'s additional comments. In regards to the ******** post, we have attach a screenshot which show we received Ms. ********'s original post on December 6 and responded to the post that same day which is still visible on our website. We do show that Ms. ******** made a public comments on a separate post which was hidden as we already received and responded her original message.
  
  As mentioned in our previous response, we submitted a damage claim to begin an investigation into the damages mentioned in the complaint. Once the claim has been reviewed and investigated, we will be able to determine what further actions are required.

• Initial Complaint

  Date:12/08/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  November 11 2022. An order placed for a 55" Samsung smart tv. Delivery resulted in item falling and breaking. I would like the item returned and replaced with another television so I can move forward with the original agreement of purchase. I have been investigating this company since this incident and have found that they do not stand behind their merchandise. Their customer service department is a joke, and all they do is send you from agent to agent, keep you on the phone for 30 minutes plus, then tell you that they can't replace or return your item. Samsung voids warranty on item if physcial damage. So even if tv is repaired it has NO warranty. So they expect you to pay for something that is useless to you, when it is the result of their unskilled delivery people that caused the damage in the first place. They pulled the tv from the box, put the legs on it and set in on the fireplace. Plugged it in and snapped a picture when it came on and left. Did not set the tv up and placed it so close to the edge of the fireplace that it fell and busted within 5 minutes of their leaving. They didn't even leave the original box. I don't know how you handle claims like this in Texas, but I hope you can get a better outcome of this situation.

  Business Response

  Date: 12/12/2022

  Conn’s HomePlus (“Conn’s”)
  appreciates the opportunity to respond to Ms. ******’ concerns. We have a more
  than 130-year history of quality customer service and satisfaction, and we
  would not want anything to impair that record. As a reminder, Ms. ****** may
  contact Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252 or online at www.conns.com.? 
  
  Ms. ****** stated
  in the complaint: 
  1. The delivery resulted in her television falling and breaking and she is being told that we cannot return or replace the TV;
  2. The TV was not set up and was placed on her fireplace close to the edge and the item fell within 5 minutes after the delivery; and
  3. She is requesting to receive a replacement since the item was delivered improperly causing the unit to fall.
  
  
  Our investigation reveals that: 
  1. We respectfully deny that the television was damaged due to the delivery. Ms. ****** has been made that we are unable to return or exchange her TV due to the damages found are not covered;
  2. Ms. ******’ TV was placed on top of her fireplace as she requested, tested, and signed as received in good order. She did not contact us until 8 days after delivery to report that the TV fell; and
  3. We are unable to Ms. ******’ request to receive a replacement.
  
  
  Our records show on 11/11/22,
  Ms. ****** purchased a Samsung 55” TV which comes with a 1-year limited
  manufacturer’s warranty. We show Ms. ******’ TV was delivered on 11/13/22. At
  the time of the delivery, Ms. ******’ TV was removed from the packaging for inspection
  and installed on top of her fireplace as she requested. We show Ms. ******
  signed her delivery receipt acknowledging all items were inspected and received
  in good order.
  
  We researched Ms. ******’
  complaint and found that she contacted us on 11/21/22 (8 days after delivery),
  stating that during the delivery the team place her TV near the edge of the
  fireplace and the item fell causing the screen to break. Ms. ****** was informed
  that we would not be liable for the damages as the television was placed in her
  desired location and signed off at the time of the delivery.
  
  At this time, we are unable
  to honor Ms. ******’ request to receive an exchange as the damages are not covered
  under her manufacturer’s warranty.
  
  We have included supporting
  documents with our response.
  
  
  Conn’s HomePlus values Ms.
  ****** as our
  customer and appreciates her for bringing this matter to our attention.
  
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus
  

  Customer Answer

  Date: 12/29/2022

  THE RESPONSE TO MY COMPALINT IS BOGUS…I DID NOT SIGN FOR THE DELIVERY  AND CONNS WAS INFORMED OF THE TV FALLING WITHIN 5 MINUTES OF DELIVERY.  I HAVE BEEN TRYING TO DEAL WITH THIS COMPANY EVER SINCE THE INCIDENT OCCURRED.  WITH NO RESULTS.  YOU CAN CLOSE THE CLAIM IF YOU NEED TO, BUT THIS COMPANY SHOULD NOT BE ALLOWED TO GET AWAY WITH TREATING PEOPLE LIKE THIS.  I WOULD TAKE THEM TO SMALL CLAIMS COURT, BUT THE AMOUNT OF TIME IT WOULD COST ME FROM WORK WOULD ALMOST BE THE VALUE OF THE TELEVISION.
  

  Business Response

  Date: 12/29/2022

  At this time, we are unable to honor Ms. ******’ request to receive an exchange as the damages are not covered under her manufacturer’s warranty.

  Customer Answer

  Date: 12/30/2022

  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 SENT THESE PHOTOS OF DAMAGE THE NEXT DAY AFTER DELIVERY AND DID NOT SIGN FOR DELIVERY WHEN RECEIVED.
  

  Business Response

  Date: 01/03/2023

  At this time, we are unable to honor Ms. ******’ request to receive an exchange as the damages are not covered under her manufacturer’s warranty. Based on the photo that was taken at the time of Ms. ******'s delivery, we confirmed the unit was received in good order with no damages reported. 

• Initial Complaint

  Date:12/08/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/11/22 I was making my monthly payment on my account. I usually pay a little more than my monthly payment. My monthly payment is $138.64. But I usually pay $140.00. On this day I paid online like I normally do. But for some reason they took it out of my account times one for the $140.00 and also for $138.64. I called the customer service line to try and get the problem resolved by I was told I would not be getting the $138.64 back I was told that they would back date the payment even though I did not authorize that payment. O don't see how they can legally do this. I have never made 2 payments. It appeared that it was some type of computer glitch. But now I am paying the price.

  Business Response

  Date: 12/14/2022

  Conn Appliances, Inc.
  (“Conn’s”) appreciates the opportunity to respond to the concerns Ms. ****** has
  regarding account *********. We have a more than 130-year history of quality
  customer service and satisfaction, and I would not want anything to impair that
  record. Our contact information is located on Ms. ******’s retail installment
  contract or promissory note and security agreement, invoice, coupon book,
  and welcome letter. As a reminder, she may contact Conn’s regarding questions
  about the purchase by calling our Customer Service Helpdesk at 1-877-358-1252,
  or on-line at www.conns.com.  
  
  Ms. ****** stated in the
  complaint that:
  Conn’s took two payments from her account
  instead of one; and
  She would like a refund.  
  

  Our investigation reveals that:
  Ms. ****** authorized two payments to post
  to her account; and
  Conn’s is unable to refund the payments.  
  

  According
  to our records, Ms. ****** signed a 36-month promissory note and security
  agreement on November 24, 2020 and she agreed to pay the minimum monthly
  payment of $138.74 which is due on the 24th of each month.  
  On November
  10, 2022, Ms. ****** scheduled a payment in the amount of $140.00 to post to
  her account on November 11, 2022.
  

  On November
  11, 2022, Ms. ****** scheduled a payment in the amount of $138.74 to post to
  her account.
  

  Conn’s is
  unable to refund the payments that Ms. ****** authorized.  Additionally, refunding one of the payments
  would back date Ms. ******’s account to a past due status. Ms. ******’s next
  payment is due on December 24, 2022 in the amount of $138.74.  We have included a copy of Ms. ******’s
  signed documents, payment history and payment confirmations for the two payments.
  

  Conn’s appreciates Ms.
  ****** for bringing her concerns to our attention.
  
  

  Customer Answer

  Date: 12/15/2022

  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.  

  Because I didn't not authorize both payments I signed in to make the one payment. Which was on the 10th the time was 2355

  If I was going to make 2 payments why would make them for 3 different amounts.  Then why would  I wait 5 minutes to make another payment for a different amount.  It had to be a computer amount because I would never mske 2 payments.  Im not disputing that i owe any money. Its the fact they took out to payments.  
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  
  
  
  
   

  
  

  Business Response

  Date: 12/15/2022

  As stated in the previous response, Ms. ****** scheduled one payment on November 10, 2022 and one payment on November 11, 2022. We are unable to refund the authorized payments. 

• Initial Complaint

  Date:12/07/2022

  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.

  So I bought 4 pcs of leather living room furniture and purchased a 3 year insurance policy from Conn's HomePlus. I had an issue with the furniture sagging in the seat portion of each pcs. I live alone..so I put in for repair service and a young man came by and placed additional foam on the inside of each piece and then informed me that this particular set has this problem. So now fast forward to the 2nd service request for the same exact sagging issue. Another young man came out and said to me that he knew exactly how to correct the sagging issue but he would have to order the bands as he told me. I never heard anything back from them. So when I called they informed me of an email they sent out denying my claim due to Normal wear and tear. So when I questioned that it's the same complaint as before that you repaired but now it's normal wear and tear? I asked for a corporate number and was told their was no corporate number nor person I could talk to. So when I asked to speak to a supervisor I was left on hold for 45 minutes only for another rep to pick up and put me on yet another hold and no one ever picked up then I was disconnected. How can you repair my set once and then deny the very same repair stating normal wear and tear? If hat were true then the first request should have been denied....but it wasn't and neither should my 2nd repair claim for the EXACT SAME ISSUE!!!...THIS IS CLEARLY FRAUD...I PAID FOR A SERVICE THAT IS STILL VALID SO WHY???

  Business Response

  Date: 12/14/2022

  Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to Ms. *******’s concerns. We have a more than 130-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. ******* may contact Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252 or online at www.conns.com.?
  
  Ms. ******* stated in the complaint:
  1. She contacted us for service on her furniture due to the seats sagging. We sent out a technician who added foam to all seats but when she contacted us again for the same issues, she is now being told that it’s not covered; and
  2. She is requesting to have her repairs completed.
  
  
  Our investigation reveals that:
  1. During Ms. *******’s first service inspection, the technician found the seat cushions were sinking and lost foam resilience due to normal wear and tear. We added foam as a one-time gesture of goodwill. Ms. ******* contacted us again regarding the same issue and was made aware that were are unable to repair it as normal wear and tear is not covered; and
  2. Ms. *******’s furniture does not meet the qualifications for repairs.
  
  
  
  Our records show on 7/28/2020, Ms. ******* purchased the Luxe Elite Livingroom furniture that consists of three pieces (console, LAF power recliner, and RAF power chaise) and elected to purchase a 36-month FurnitureGard plan. We show Ms. *******’s furniture was delivered in good order on 7/31/2020.
  
  We researched Ms. *******’s complaint and found that she contacted for service on her LAF recliner and RAF chaise on 2/11/2022. Ms. ******* stated that the seats a sinking on both furniture pieces. A service inspection was scheduled for 3/8/2022. During the inspection, the technician found that the cushions were sinking and flattening due to normal wear and tear. The technician also notated there was a loss of resiliency to the seats and added 1” foam to the seats that same day as a gesture of goodwill.
  
  After further review, we show Ms. ******* contacted us again on 8/29/2022, stating that the end of the RAF chaise cushion and armrest is sinking in and flattened out. Ms. ******* also reported that cushions sink in when reclined on the LAF recliner and the armrest is flattened. A service inspection was scheduled for 10/8/2022. During the inspection, the technician reported that the issues found were wear-related and parts would be needed to complete the repairs. After reviewing the technician’s report and photos that were taken during the inspection, Ms. *******’s repairs were denied as normal wear and tear are not covered under the terms of the warranty. The furniture displays signs of softening that will occur with use over time but is not a manufacturer’s defect.
  
  At this time, we are unable to honor Ms. *******’s request to continue with the repairs to her furniture as the issues reported are considered normal wear and tear and are not covered under warranty.
  
  
  Conn’s HomePlus values Ms. ******* as our customer and appreciates her for bringing this matter to our attention.
  
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

• Initial Complaint

  Date:12/07/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I PURCHASED A FREEZER FROM CONNS STORE ITS THE ONLY ACCOUNT I HAVE OPEN WITH THEM NOW
  AND I AM FINDING OUT THAT THE PROOF OF MY RENTERS INSURANCE WAS NEVER SENT IN DON'T UNDERSTAND WHEN ITS THE SAME STORE SO THEY ARE CHARGING ME FOR INSURANCE ON MY PURCHASE,TODAY I SENT IN PROOF THAT I HAD INSURANCE BEFORE PURCHASE AND UP TO THIS DATE I STILL HAVE RENTERS INSURANCE,AND TOLD TOLD THIS TO SALESMAN,AT TIME OF PURCHASE MAYBE SHE FORGOT TO NOTATE IT OR WHATEVER SHE HAD TO DO,SHE ALSO LEFT OFF MY APARTMENT NUMBER I REMEMBER WAITING FOR DELIVERY AND FOUND OUT THEY DID'NT HAVE APARTMENT#.SO I PUT IN A REQUEST FOR REFUND AND CANCELLATION I WAS TOLD BY REPRESENTITIVE THAT I COULD ONLY CANCEL BUT NO REFUND..

  Business Response

  Date: 12/14/2022

  Conn Appliances, Inc.
  (“Conn’s”) appreciates the opportunity to respond to the concerns Mr. ***** has
  regarding account *****2371. We have a more than 130-year history of quality
  customer service and satisfaction, and I would not want anything to impair that
  record. Our contact information is located on Mr. Jones’ retail installment contract
  or promissory note and security agreement, invoice, coupon book, and welcome
  letter. As a reminder, he may contact Conn’s regarding questions about the
  purchase by calling our Customer Service Helpdesk at 1-877-358-1252,
  or on-line at *************.  
  
  Mr. ***** stated in the
  complaint that:
  Property insurance was added to his
  account; and
  He would like a refund.   
  

  Our investigation reveals that:
  Due to this being a secured promissory note
  and security agreement, the merchandise must be covered by insurance either
  through Conn’s or homeowner’s/renter’s insurance; and
  The account balance is correct.
  

  According
  to our records, Mr. ***** signed a 34-month promissory note and security
  agreement on March 17, 2022 and he agreed to pay the minimum monthly payment of
  $60.55 which is due on the 16th of each month.
  

  Due to this
  being a secured promissory note and security agreement, the merchandise must be
  insured with property insurance, either purchased through Conn's or provided by
  the customer under their own homeowner's or renter's policy until the contract
  is paid in full. In the event the customer has an alternative insurance policy,
  they are able to send that policy into our insurance department to receive full
  credit if presented within 30 days of the purchase date or prorated if after
  this time as long as the declaration pages shows coverage from the date of
  purchase to the present date. Additionally, Customers have the Freedom to
  Choose; they can purchase Credit Property insurance offered by Conn’s OR
  provide proof of homeowners/renter’s insurance at the time of purchase while in
  our stores. Mr. ***** provided proof of insurance on December 7, 2022 and a
  pro-rated insurance credit of $90.21 was applied to the account at that time.  
  

  The account
  balance on Mr. Jones’ account is correct. We have included a copy of Mr. Jones’
  signed documents and payment history for his records.
  

  Conn’s appreciates Mr.
  ***** for bringing his concerns to our attention.

• Initial Complaint

  Date:12/06/2022

  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 November 21 I signed a contract with Conn's for a gas range. On November 22 the range was delivered without incident. I did not request an installation. So returned to the store to request one. I paid 170.00 for the installation scheduled for November 25th. On my way home from the store I receive a call from the installation company confirming my propane conversion request. I stated that I didn't request a propane conversion only a regular gas installation. The next day I called company back and asked for a quote for a propane conversion versus a regular gas installation. They stated that a gas installation was 107.69. I asked them to send a confirmation email with that information. Instead they send an email changing the installation to December 12th. I was furious and started making calls. Magically the date was changed back to November 25th. On November 25th the hours of the installation came and went. I called the installation company and they said it was setup as a delivery and there was nothing to deliver. So the installation was once again scheduled for December 12th unexcepable. I had the gas range installed myself. I called and canceled the order. Visited the store **** ******* **** ****** ** and the assistant manager George M***** refused to provide a refund. He stated that Conn's had my payment not him.

  Business Response

  Date: 12/12/2022

  Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to Ms. ******* concerns. We have over 130-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. ****** may contact Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252 or online at www.conns.com.?
  
  Ms. ****** stated in the complaint:
  1. She purchased an installation service for $170 and was scheduled for installation on November 25 but later found out that she was being charged more for a propane conversion when she only requested a regular gas installation;
  2. On the day of the scheduled installation no one showed up and she was informed that the service was set up as a delivery;
  3. She returned to the store to cancel the installation service and receive a refund but the manager refused to issue a refund; and
  4. She is requesting to receive a refund.
  
  Our investigation reveals that:
  1. Based on the information Ms. ******* provided the sales representative at the time of purchase, she agreed to purchase Conn’s liquid propane installation;
  2. Due to a sales error, Ms. ******* installation was setup for delivery on 11/25/22 instead of being created as an installation service;
  3. Ms. ****** was informed by the store manager that her installation service had not been canceled in the system, therefore; he was unable to process her refund at that time; and
  4. As of 12/7/22, Ms. ******* installation service has been canceled in the system and she was returned to the store to have the refund processed back to the **** **** used at the time of purchase.
  
  Our records show on 11/20/22, Ms. ****** purchased an ** *** ********** ***** with a 24-hour Repair Service Agreement Plan. We show Ms. ******* range was delivered on ib good order on 11/21/22 as a drop-off only to be installed by someone other than Conn’s.
  
  We researched Ms. ******* complaint and found that she returned to her local Conn’s on 11/21/22, to purchase Conn’s installation service for her gas range. Based on Ms. ******* needs, she agreed to purchase Conn’s liquid propane installation service totaling $170.00 which was scheduled for 11/25/22. However; our records show that due to a sales error, the installation service was created for a delivery instead of installation which caused a delay.
  
  After further review, we show Ms. ****** returned to her local Conn’s stating that she already had the range installed and requested to have the installation service canceled for a full refund. Due to the installation service still showing open in the system, they were unable to process the refund at that time. As of 12/7/22, we have canceled the installation service to process the refund. Ms. ****** has been contacted and made aware that she may return to her local Conn’s at her earliest convenience to have the refund processed back to her **** **** used at the time of purchase.
  
  We sincerely apologize for any inconvenience Ms. ****** experienced during this process.
  Conn’s Home Plus values Ms. ****** as a customer and we appreciate her for bringing his concerns to our attention.
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

• Initial Complaint

  Date:12/06/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been lied to time and time again for almost a month now. I have been called, texted, and emailed stating that I need to be home so that I can receive my dryer that I ordered almost a month ago and each and every time they literally lie and do not deliver the dryer. No excuses. No contact number to anyone that actually has any authority to fix the issue.

  Business Response

  Date: 12/09/2022

  Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to Ms. ******* ******* concerns. We have over 130-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. ***** may contact Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252 or online at www.conns.com.?
  
  Ms. ***** stated in the complaint:
  1. She has been contacted numerous times informing her that her dryer would be delivered but each time we have not delivered the item; and
  2. She is requesting to have her dryer delivered.
  
  Our investigation reveals that:
  1. Ms. *****’s delivery has been rescheduled on numerous occasions due to a system error;
  2. Ms. ***** is currently scheduled to have her dryer delivered on 12/12/22.
  
  
  Our records show on 11/5/22, Ms. ***** purchased a ******* Washer and Dryer, a ******* Gas Range, and two ******* pedestals which all come with a 1-year limited manufacturer’s warranty. We show Ms. ***** elected to pick up both her pedestal from her local Conn’s but the remaining items were originally scheduled for delivery on 11/9/22.
  
  We researched Ms. *****’s complaint and found that she contacted us on the day of the delivery to check on her delivery time frame. However; we show Ms. *****’s delivery was rescheduled for 11/16/22 due to the truck being over capacity on the scheduled date. Ms. ***** requested to have her items delivered sooner as she would not be in town on the rescheduled date but was advised that it was the soonest date available since we only deliver to her area on Mondays and Wednesdays. Due to the inconvenience with delivery, we agreed to make an exception and delivery the appliances on 11/11/22. We show the washer and gas range was delivered and successfully installed but the dryer was not in stock for immediate delivery. We show that once the dryer became available, Ms. ***** was scheduled for delivery on 11/17/22. However; after verifying Ms. *****’s delivery zone, we confirmed the delivery date was initiated in error and not scheduled for the correct zone.
  
  After further review, we confirmed Ms. *****’s delivery has been rescheduled on numerous occasions due to an error with the system processing the delivery on dates that we did not deliver in Ms. *****’s area. Our records show that we have corrected this error and Ms. ***** is currently scheduled to have her dryer delivered on 12/12/22. Due to the delay in delivery, we have agreed to issue a 20% concession ($161.00) off the dryer.
  
  We sincerely apologize for any inconvenience Ms. ***** experienced due to the delay in delivery.
  
  
  Conn’s Home Plus values Ms. ***** as a customer and we appreciate her for bringing his concerns to our attention.
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus