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.

close

Find a Location

Conn's Home Plus has 196 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:12/05/2022

  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.

  PURCHASED TV ON 11/22 FROM CONNS. SALES ASSOCIATE TOLD ME THAT I HAD 24 HOURS TO CALL BACK OR BRING ITEM BACK IF THEY NOT WORKING. HAD TO PICKUP TV AT WAREHOUSE ON THE 23RD. THEY HAVE YOU INITIAL A FORM IF YOU WOULD LIKE TO OPEN ITEM AND REVIEW. BOX LOOKED FINE. AGAIN ASSOCIATE SAID YOU HAVE 24 HOURS TO CALL BACK WITH ANY PROBLEMS. THURSDAY THEY WERE CLOSED . I CALLED FIRST THING WHEN THEY OPENED ON FRIDAY. SALES ASSOCIATE SAID I WAS COVERED BECAUSE THEY WERE CLOSED ON THURSDAY. AT FIRST HE WAS SAYING THAT HE WOULD BE ABLE TO EXCHANGE TV. THEN HIS MANAGER CALLED AND SAID HE WOULD NOT BE ABLE TO DO ANYTHING BECAUSE IT WAS BROKEN. I CALLED THE HELP NUMBER. THEY SAID I NEEDED TO CALL WAREHOUSE. I CALLED WAREHOUSE, AND THEY SAID THEY ONLY ARE THERE FOR PICKUP. I ENDED UP TALKING TO SOMEONE AND THEY SAID THAT SOMEONE WOULD CALL ME. LADY NAMED ELVA CALLED AND SAID SHE WOULD NOT BE ABLE TO DO ANYTHING. I KEPT CALLING AND REPS WOULD TAKE NOTES. CONTRACT SAYS I HAVE 14 DAYS TO RETURN ITEM AND TWO ASSOCIATES SAID I NEEDED TO CALL WITHIN 24 HOURS. ELVA SAID THAT SHE WOULD LOOK INTO IT. ASKED PICTURES TO BE SENT OF BOX AND TV. BOX WAS NOT DAMAGED. PROTECTIVE FOAM WAS NOT DAMAGED. SHE ASKED FOR THE PICTURES ONLY TO SAY THAT IT DIDN'T MATTER . THAT SINCE I DIDN'T CHECK THE ITEM WHEN IT WAS PICKED UP SHE WAS NOT GOING TO EXCHANGE IT. WHY ASK AND DRAG ALONG AND STILL NOT UPHOLD THEIR OWN POLICIES

  Business Response

  Date: 12/12/2022

  Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to Mr. *****’s 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, Mr. ***** may contact Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252 or online at www.conns.com.?
  
  Mr. ***** stated in the complaint:
  1. He purchased a TV and was informed by the sales representative that he could return the item within 24 hours if it was not working or had any problems. However; when attempting to return the TV he was told there was nothing that could be done since the item was broken;
  2. His contract states he has 14-days to return; and
  3. He is requesting to receive an exchange.
  
  
  Our investigation reveals that:
  1. Mr. ***** was informed that he could return his television within 24 hours if the item was in new condition. However; we found Mr. *****'s television displayed screen was cracked;
  2. Mr. ***** received a copy of his signed documents acknowledging he was aware of Conn’s Return and Exchange policy which states you have 14 days to return with a 15% restocking fee. In addition, we require the merchandise to be in new condition upon return; and
  3. We are unable to honor Mr. *****’s request to receive an exchange.
  
  
  Our records show on 11/22/22, Mr. ***** purchased a Samsung 50” TV, a Samsung 65” TV, and a Bose Soundbar which all come with a 1-year limited manufacturer’s warranty. We show Mr. ***** elected to take the 50” TV and soundbar from his local Conn’s that same day and signed his invoice acknowledging the items were received in good order. We show Mr. ***** elected to have the 65” TV picked up from the local warehouse and authorized a person by the name of Enrique ***** to pick up the item. We confirmed the television was picked up from the local warehouse on 11/23/22 and signed as received in good order.
  
  We researched Mr. *****’s complaint and found that contacted us on 11/25/22, stating that the 65” TV was damaged upon pick up and requested to receive an exchange. Mr. ***** was made aware that we were unable to authorize a return or exchange since the TV was signed for and accepted at the time of pick-up. Mr. ***** was not satisfied with the resolution and mentioned that since his sales representative informed him that he could return the TV within 24 hours if there were any issues, we should honor the return. Mr. ***** was informed that he could send photos of the television for further review. Once we received Mr. *****’s photos, there were clear signs that the screen was cracked and the panel was damaged.
  
  After further reviewing Mr. *****’s concerns, we were able to confirm that at the time of pick-up, Enrique ***** who was authorized to retrieve the item sign the release form declining the option to inspect the television for any possible damages. In addition, we confirmed that during the loading process, he elected to lay the television down sideways into the vehicle against advisement as large TVs are typically transported standing up to avoid possible damages.
  
  At this time, we are unable to honor Mr. *****’s request to receive an exchange. Once the product has left our facility, we are unable to determine when or how the damages may have occurred.
  
  We have included supporting documents and photos with our response
  
  Conn’s HomePlus values Mr. ***** as a customer and appreciates him for bringing this matter to our attention.
  
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

  Customer Answer

  Date: 12/14/2022

  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,
  
  
  
  
    1. Image 6, is that supposed to be my signature with the R or initials RP are not mine. My brother enrique picked up item since i was at work. his initials would be EP. 

  they probably threw forms away and just forged some new one. this the business practice that i am talking about.

  2. image 7, the man in picture is the one who works for conns. he is the one that loaded up tv. he said to place item with the front of tv facing up. my brother never touched tv

  3. the images that i provided are the one that Elva had requested. once i provided those were it shows do damage to box or foam protecting tv at top were not damaged. after receiving she once again that it did not matter. item could not be exchanged.

  4. the day i purchased item the sales person said i had 24 hours to report anything wrong with any item

  5. the day my brother picked up item. the lady that took picture of tv laying down told him that i had 24 hours to call back if there were any damages. 

  i called on thursday and both store and warehouse were closed due to it being thanksgiving. i called friday and the sales person said i was covered because they were closed.

  i called warehouse and they said they don't handle returns to call store where i bought tv

  i called sales person and he said that he would talk to manager. a manager called back and said he couldn't do anything. neither the sales person or manager will no longer accept calls or return calls. again what great business practice.

  6. kept calling and calling. elva would respond saying that she wouldn't do an exchange. i told her what her sales person said and the lady at the warehouse. she said let me call them both. later sent an email that she would not be exchaning anything. she never acknowledged calling them or what happened

  7. could you advise on them forging a signature 

  Business Response

  Date: 12/15/2022

  Thank you for the opportunity to respond to Mr. *****'s additional comments. We respectfully deny that anyone other than that person Mr. ***** authorized to pick up his television, signed the release form. As Mr. ***** acknowledges that he was not present at the time of pick up but rather his brother was there. We were able to verify that Enrique *****, declined to inspect the TV while at the warehouse, loaded the TV into in the vehicle and signed acknowleing the item was received in good order. As listed on the signed release form, "you assume all responsibility for safe and secure transport of the merchandise" Once the item has left our facilities we are unable to determine when or how the damages may have occurred therefore; we are unable to honor Mr. *****’s request to receive an exchange 

  Customer Answer

  Date: 12/16/2022

  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,
  
  
  
  
    Please provide proof, he signed EP

  maybe it’s time to talk with a lawyer 

  
  

  Business Response

  Date: 12/23/2022

  We provided all signed documents with our previous response. Our team will not release any merchandise without an authorized signature as this is our everyday standard practice. In addition, Mr. ***** acknowledged in his original complaint, that he was aware a form needed to be signed " HAD TO PICKUP TV AT WAREHOUSE ON THE 23RD. THEY HAVE YOU INITIAL A FORM IF YOU WOULD LIKE TO OPEN ITEM AND REVIEW".  
  
  We also confirmed that we were offering free delivery on TV's at the time of Mr. *****'s purchase but he elected the option to pick up instead. It is Mr. ***** responsibility to ensure his merchandise is received in working condition. Mr. ***** opted to have a family member retrieve his TV and was not present during the pick up process. The person he authorized to pick up his TV declined the option to inspect the TV at the warehouse and transported the item in his vehicle. Once the merchandise has left our facilities, we are unable to confirm when or how the damages may have occurred. 

  Once again, we are unable to honor Mr. *****'s request for an exchange.

  Customer Answer

  Date: 01/03/2023

  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.]
  
  So you have a form that does not have my name nor was i the one who printed my name of the form as you say which says paul. Clearly the wrong name and not my signature which my brother would not initial my name nor my signature or print my name. So in your policies it says if im not satisfied i have the option to return or exchange yet no matter what you find ways to negate the policy terms. We in no way damaged the tv as we have also showed proof we did not damage it. If yall cant exchange it then i want to return the item as stated in your contract. If you cant honor the terms of your contract why should i honor them and pay you. How can you enforce your contract when you cant follow them.yourself. yall say yall have 130 of satisfying customers. I seriously doubt it. Check your website as their is plenty of bad reviews of yall decieving and conning people out of their money. Instead of resolving an issue so you can have returning loyal customers yall.do this. That release form.should not pertain to me as it is not in my name and i want to return the tv and contract adjusted. Paul *****? Seriously? The names raul! Stop engaging in perverted business practices. 
  
  Regards,
  
  
  
  
  
   
  

  Business Response

  Date: 01/04/2023

  The form Mr. ***** reference does have a misprint of the first name however, Mr. *****'s invoice number for his purchase is also included on the release form as well as the customer's signature/initials line (ER-Enrique *****) whom Mr. ***** authorized to pick up his merchandise.
  
  Our policy states if a customer is not satisfied with their product,  they have the option to return or exchange within the time frame with a 15% restocking fee. Our policy also states that a return or exchange item must be in new condition. We have included a copy of Mr. *****'s signed return and exchange policy he received. 
  
  Once again, we are unable to honor Mr. *****'s  request to return or exchange his TV as the unit is damaged. Once the merchandise has left our facilities, we are unable to confirm when or how the damages may have occurred. 

• Initial Complaint

  Date:12/04/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased items in June 2021. At the moment we qualified for a promotion that allowed us to pay off the balance before our balance tripled with interest. The sales representative said we would get notified that our promotion was expiring 60 days before it expired. Fast forward to today, we didn't get notified and when I called to ask when my promotion would be expiring I was belittled and spoken to rudely. This company's employees should be properly trained to not give false information and to have better service. My balanced increased from $1,600 to about $6,000 with interest because we were not notified that the promotion was expiring.

  Business Response

  Date: 12/14/2022

  Conn Appliances, Inc.
  (“Conn’s”) appreciates the opportunity to respond to the concerns Ms. ******** has
  regarding account *****2970. 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:
  She was not notified that the no-interest
  promotion had expired;
  The agent she spoke with was rude; and
  She would like the interest removed.
  

  Our investigation reveals that:
  A letter was sent to Mr. **** on May 26,
  2022 regarding the promotion expiration;
  Conn’s respectfully disagrees that the
  agent Ms. ******** spoke with was rude; and
  Conn’s is unable to remove the interest
  from the account.
  

  According
  to our records, Mr. ***** signed a 36-month promissory note and security
  agreement on June 4, 2021 and he agreed to pay the minimum monthly payment of
  $306.98 which is due on the 27th of each month.
  

  The account
  included Conn’s 12-month no-interest financing promotion (cash-option). Per the
  terms of Mr. *****’ signed cash-option addendum, the cash-option will be void if
  the minimum monthly payment is not paid within 10-days of each-month’s due
  date, or the total cash-option price of $6,974.97 is not paid within 10-days of
  the expiration date of June 4, 2022.
  The
  cash-option on Mr. *****’s account was void because the total cash-option price
  was not paid within 10-days of the expiration date. 
  

  A
  cash-option reminder letter was sent to Mr. ***** on May 26, 2022 informing him
  of the remaining balance owed on the account in order to fulfill the cash-option
  requirement.  
  Conn’s
  respectfully disagree that the Agent Ms. ******** spoke with was rude. 
  

  Conn’s is
  unable to remove the interest from the account as the cash-option has
  expired. 
  

  As of December
  14, 2022, the payoff amount is $4,728.72. Please note, the payoff quote is
  valid for 10-days. We ask that Mr. ***** please contact Conn’s billing
  department for an up-to-date payoff quote if he would like to pay the balance
  in full.  We have included a copy of Mr.
  *****’s signed documents and payment history for his records.
  

  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.  
  

  I respectfully, once again, would like to state that when the items were sold to me the sales agent mentioned we would get a letter/email 60 days before the promotion expired. If a letter was sent in the last few days of May that would give me less than a week to receive the letter and pay off the balance. Which is a systems set for customers to fail to pay off the balance before the promotions expire. A contract was signed since it is procedure to have a contract in place but there was miscommunication from the sales agent by stating we would be notified 60 days prior to the promotion expiring. Your reply clearly states the letter was sent out the last week of May but the promotion expired in June, not giving customers a real chance to pay off the balance.

  Now, regarding the conversation I had with the manager of customer service. The manager did not want to give me options because, and I quote "I had no options and even if I did I did not have the money to pay off the balance." That is rude customer service and that can be heard in the recording of the call. If that is not rude service then I am extremely sorry for the rest of the customers because no one as a human being should be spoken to like that.

   

  Overall this has been a very stressful experience since I was misinformed since the beginning. Especially since I clearly stated to the sales rep that my intentions were to pay off the balance before the promotion expired. 

   

  I'm sure the recording of the call can be shared with BBB where they will be able to tell the type of service I received and keep receiving.

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

  
  

  Business Response

  Date: 12/15/2022

  As stated in the previous response, the cash-option has expired and we are unable to remove the interest from the account. 

  Customer Answer

  Date: 12/16/2022

  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.]

   

  As stated before, a promotion expiring on June 4th and notifying a customer on May 26th is not a 60 day notice as stated by YOUR employee. 

  Your respond does not clarify nore justify the rude manager from customer service. Our contract was shared with BBB, I'm sure the call recording can also be shared. 

   

  Please provide a way to resolve this issue and my husband and I will pay off the balance and close the account. However it has to be a fair way to resolve this issue since a 60 day notice was clearly not given, as stated in your previous reply. 

  
  
  
  Regards,
  
  
  
  
  
   

  
  

  Business Response

  Date: 12/23/2022

  As stated in the previous response, the cash-option has expired and we are unable to remove the interest from the account. 

• Initial Complaint

  Date:12/03/2022

  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 have a contract with Conn's where I purchased a freezer on a payment plan for $78.29 per month. This past couple of months I contracted COVID twice and the financial responsibilities from getting the virus was higher than I ever expected. Not to mention having the illness itself was horrible. I was late the month of Novembers payment and was only able to pay 24.00 on the 78.29 monthly bill to Conn's. But I contacted Conn's thru their website to let them know I could not pay the rest until the 1st of December.
  
  It is The collections department at conns that I am making my complaint upon.
  
  I believe that Conn's home plus Customer service has violated the laws that are in place under the **** **** ******** *** *** *** ******** ********* ****** by repeatedly harassing me in an unprofessional and is considered illegal.
  Conn's had repeatedly harassed me by making continuous phone calls to me which harassed me to the point to where they thought I would pay the bill right then and there (Even though I've already paid it) and I was already in contact with them through text messaging, email and I provided them proof that I had made the payment.
  
  They also misrepresented the amount that I still owed for the month of November. They stated that I was behind in my payment of 78.29 and I had to correct them that I only owed 56.49. I had already paid 24.00.
  Just the negligent way they did not ck on what I owed or paid as of yet is unprofessional and against the law under the fair debt and practice act.
  
  I still have my phone records proving when they called
  
  November 25th they contacted me 10 times even though I had already been in contact with them over text messaging to let them know when the payment was going to be there of $56.49
  Nov 25th:
  @ 728 p.m.
  @ 5:44 p.m.
  @ 4:48 p.m.
  @ 4:10 p.m.
  @ 3:30 p.m.
  @ 2:45 p.m.
  @ 1:46 p.m.
  @ 12:52 p.m.
  @ 11:27 a.m.
  @ 9:33 a.m.
  
  On December 2nd they have contacted me 9 times over the phone thru out the day....even though I've been in contact with them through text messaging. And I had paid the bill in full along with December's payment already that morning and texted them proof of the payment.
  Dec 2nd :
  @ 7:20 pm
  @ 5:24 pm
  @ 4:30 pm
  @ 2:23 pm
  @ 1:39 pm
  @ 12:50 pm
  @ 11:52 am
  @ 10:58 am
  @ 9:09 am
  
  Along with getting phone calls everyday between these dates about the $56.49 past due bill that I owed .....even though I had already contacted the customer service thru text messaging about when my payment was going to be made.
  
  I am asking for an adjustment on my bill or some type of store credit for being harassed and feeling oppressed from their office.

  Business Response

  Date: 12/07/2022

  Conn Appliances, Inc.
  (“Conn**”) 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. ******** retail installment
  contract or promissory note and security agreement, invoice, coupon book,
  and welcome letter. As a reminder, she may contact Conn** 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:
  

  She began receiving collection calls when her
  account became past due;
  

  She believes she was being harassed;
  

  She would like a correction to her credit
  report; and
  

  She would like to receive compensation.  
  

  Our investigation reveals that:
  

  Ms. ****** began receiving collection calls
  when her account became past due;Conn** respectfully disagrees that it
  harassed Ms. ******;

  The account is reporting correctly to the
  credit reporting agencies; and

  Conn** is unable to honor Ms. ********
  request to receive compensation.
  

  Conn** respectfully disagrees that the
  account balance has been paid in full; and
  

  The account balance is correct.  
  

  According
  to our records, Ms. ****** signed a 34-month promissory note and security agreement
  on June 13, 2021 and she agreed to pay the minimum monthly payment of $78.29
  which is due on the 13th of each month.
  

  When a payment is late, Conn**
  routinely begins call attempts to the telephone numbers provided on the credit
  application, as a reminder to ensure payments will be made timely. It is normal
  practice for our company to begin call attempts to assist consumers from
  falling behind on their account. You may pay in your local Conn's store, by
  mail, over the phone, or online where we also offer the option to schedule
  recurring payments if it is more convenient for you before the due date. Conn**
  appreciates Ms. ****** for bringing her concerns to our attention.
  
  Conn** respectfully disagrees that
  it harassed Ms. ****** as we were unable to reach her regarding the past due
  status of her account.
  
  Conn** is obligated to report
  factual information to the credit reporting agencies and there have been no
  delinquent credit marks assessed on the account.
  
  Conn** is unable to honor Ms.
  ******** request to receive compensation.  We have included a copy of Ms. ******** signed documents and payment
  history for her records.
  
  Conn** appreciates Ms. ******
  for bringing her concerns to our attention.

  Customer Answer

  Date: 12/09/2022

  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.  
  
  
  I am respectfully declining the response that Conn's has given to the better business bureau just for the simple fact that I am going by my records which are my phone records and my text messaging records and my emailing records that I have with Conn's and on those records I can prove that I was in contact with them over text messaging, over phone conversations, and email conversations. I do not need to be harassed and have nine and 10 phone calls per day in order to pay my past due amount which was $56.49.  
  
  I have had a past due balance on this account one time..... And that was this time of the 56.49.  This company has not had to contact me any other times because my account has never been past due except until this month because I had COVID.  Per the law under the ******** ******* this was harassment this was absolute harassment.  I was already in contact with them through text messaging and emailing there was no reason for them to call me 9 and 10 times per day. 
  
  Regards,
  
  
  
  
  
   
  

  Business Response

  Date: 12/09/2022

  No further action is requried at this time. 

• Initial Complaint

  Date:12/02/2022

  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.

  Purchased an item on November 6, 2022. Item was delivered. Item has failed within 30 days. Store is not allowing me to return defective item.

  Business Response

  Date: 12/07/2022

  Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to Mr. ****** 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, Mr. ***** may contact Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252 or online at www.conns.com.?
  
  Mr. ***** stated in the complaint:
  1. He purchased an item that has failed within 30-days but the store will not allow him to return the defective item; and
  2. He is requesting an exchange
  
  Our investigation reveals that:
  1. Mr. ***** purchased and washer and dryer which was delivered on 11/7/22. He contacted us regarding issues with his washer on 12/1/22 and requested to return the item. Mr. ***** was informed that we would have to assess the washer to determine if there is a defective;
  2. Mr. ****** washer does not meet the qualifications for an exchange at this time.
  
  
  Our records show on 11/6/22, Mr. ***** purchased a ** washer, dryer, and two tall pedestals which all came with a 1-year limited manufacturer’s warranty. We show Mr. ****** items were scheduled for delivery on 11/7/22. During the delivery, both pedestals were refused due to the items being too big to fit in the space. We also show that the washer had minor paint damage after removing the tape and Mr. ***** accepted a $100 concession to keep the item.
  
  We researched Mr. ****** complaint and found that he contacted us for service on his washer on 12/1/22, stating that the washer turns itself off and requested to return the unit. Mr. ***** was made aware that we are unable to process a return of the washer but we would schedule an inspection to determine if there is a defective. Our records show Mr. ***** is currently scheduled to have his washer inspected by the manufacturer on 12/12/22. Once the washer has been inspected by the manufacturer, we will be able to determine what further actions may be required.
  
  Although Mr. ****** washer does not meet the qualifications for an exchange at this time, we will continue with all covered repair needs.
  
  Conn’s HomePlus values Mr. ***** as a customer and appreciates him for bringing this matter to our attention.
  
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

• Initial Complaint

  Date:12/02/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 2nd of 2022 i got approved for $2,800 credit. With that amount i got a stove and bunkbeds. The day of the delivery which was on November 6th i received stive and bunkbeds. But the bunkbeds where broken and they took them back. They rescheduled a second delivery. When I receive the bunkbeds the drawers where damaged. After that they reschedule me a third delivery, but when I received the bunkbeds they where different color they delivered me something different, again they took them back. And after that i was upset and asked to speak to a manager. All manager tells me is his going to fix the problem and send me the correct furniture. So they schedule me a fourth delivery and once again they delivered me damaged furniture. I spoke to manager again to cancel order but he told me they couldn’t do that due to policy and he also said all the merchandise they had in warehouse was sent damaged to them by provider. So he schedule me a fifth delivery because this time they were going to send me something good. And all I receive is damaged furniture again. This is very ridiculous i called customer service and i filed 2 complaints and i never heard back from them. Company has not done anything to cancel my order. They should consider canceling my order since this issue of damage furniture comes from provider. The last time i spoke to manager he told me i have to wait with the damaged furniture at my house till provider send them good condition furniture. That is a waste of time for me. And now manager avoids me and dont answer my calls. I dont want to have broken furniture at my house plus drawers dont work they dont open all i wanted since the beginning is to cancel the order. Five deliveries is a ridiculous number. They can not be doing this to customers. All i want is to cancel my order for the bunkbeds! I want this issue solved please! I will provide proof of all deliveries and some pictures where furniture is broken. Also will provide proof where manager does nothing to help. I dont have receipts they never gave my receipt but this purchase was a month ago. My time is not worth $99

  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:
  1. She purchased a stove and a bunk bed but when the items were delivered, the bunk bed was broken. Once she received the bunk bed the drawers were broken we have attempted to deliver new drawers four times but each time they were damaged;
  2. Due to the multiple delivery attempts, she contacted us to cancel the order but was told she could not return the items and would need to wait until we received new models; and
  3. She is requesting to cancel her order and receive a refund.
  
  
  
  Our investigation reveals that:
  1. During Ms. *****' original delivery, there was damage found on some of the bunk bed pieces. We redelivered the bunk bed set but the staircase has been refused on multiple occasions;
  2. Ms. ***** was informed that we are unable to authorize a return of the products that have been received as listed under the return and exchange policy; and
  3. We have agreed to return the bunk bed items and credit the account.
  
  
  Our records show on 11/2/22, Ms. ***** purchased a ** *** ***** with a 48-month Repair Service Agreement, and the ****** **** Bunkbed set which consists of four pieces (headboard/footboard, staircase, rails/slats, and full extension) with a 36-month ************* Plan. We show Ms. ****** items were scheduled for delivery on 11/4/22.
  
  We researched Ms. ****** complaint and found that during the delivery, the range was delivered and installed in good order but the extension was cracked and the staircase displayed minor scratches. Ms. ***** refused the bunk bed and was advised that we would redeliver a new bunk bed on 11/6/22. We show the new bunk bed set was delivered on 11/6/22 however, Ms. ***** refused the staircase stating that the drawers were not the same color. We show we attempted to redeliver a new staircase on 11/8/22 but Ms. ***** again refused the item and was rescheduled to receive another staircase on 11/12/22. During the delivery, the staircase was accepted and signed as received in good order however; Ms. ***** later contacted us stating that the delivery team did not assemble the bunk bed and reported that the staircase was damaged after further inspecting the item. We agreed to return to complete the bunkbed assembly and delivery a new staircase. At that time, Ms. ***** requested to cancel her order and receive a refund due to multiple issues with her delivery. Ms. ***** was informed that we are unable to authorize a return of the products that have been received as listed under the return and exchange policy.
  
  After further review, we show Ms. ***** was scheduled to have the new staircase delivered on 11/17/22. Upon inspection at the warehouse, we found all models with structural damages therefore, Ms. ***** was made aware we would redeliver once we received a new inventory of the staircase. We show the delivery team did return on 11/20/22 to complete the assembly of the bunk bed using the pre-existing staircase. Once we received the new staircase, we contacted Ms. ***** to schedule the delivery, but she refused the exchange stating that she wants to cancel her order.
  
  In an attempt to resolve Ms. ****** concerns, we have agreed to return the bunk bed set only and issue a credit to her account. We are currently scheduled to pick up the bunk bed on 12/16/22. Once the bunk bed has been returned, we will process the credit of $1714.64 to Ms. ****** account.
  
  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

  Customer Answer

  Date: 12/15/2022

  [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:12/01/2022

  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.

  Purchased a Dishwasher and installation on 11/13/2022. Order number: ********  Purchased the installation and haul away of the old unit. The salesperson didn’t mention that the install and the delivery is not on the same day, so when they delivered the unit on the 22nd, we were surprised that they won’t install it. The delivery manager called and told me that he checked the paperwork and they will come to install it on 11/23 (day before Thanksgiving). So I took a day off as he mentioned that it could be between 8 and 6, but no one called or came. We’ve waited another week, but still no word from Conn’s installation. Today I went into the store we bought the unit and talked with the manager and told him that this was unacceptable and I wanted to return the unit and get a full refund, including delivery fee. He was adamant that I pay a 15% restocking fee, which in my view is not reasonable as the unit is not opened and I lost two vacation days because of them. I simply don’t want to do anything with Conn’s ever again and I want to buy this unit elsewhere.
  
  Attached is a screenshot from the voicemail the delivery manager left on my phone telling me that the installation was scheduled for the 11/23

  Business Response

  Date: 12/12/2022

  Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to Mr. ***********’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, Mr. *********** may contact Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252 or online at www.conns.com.?
  
  Mr. *********** stated in the complaint:
  1. He purchased installation services but was not informed that the installation would not take place at the same time as the delivery;
  2. He was informed that the delivery was scheduled for 11/23/22, but no one showed up and his dishwasher still has not been installed;
  3. He attempted to return the item and get a full refund but was told he would have to pay a 15% restocking fee; and
  4. He is requesting to receive a refund.
  
  
  Our investigation reveals that:
  1. Mr. *********** purchased an installation service for his dishwasher and was informed he would be contacted regarding the date of installation;
  2. Mr. ***********'s installation was initially scheduled for 11/23/22 however; the installation technician was unable to complete the installation on the scheduled date;
  3. Mr. *********** requested to return his dishwasher since the installation was not completed as scheduled. He was informed that we could cancel the installation for a full refund but there was a 15% restocking fee to return the dishwasher; and
  4. We spoke with Mr. *********** who stated that he would allow us to complete the installation.
  
  
  Our records show on 11/13/22, Mr. *********** purchased an LG Dishwasher with Conn’s Dishwasher Installation service and a dishwasher kit. We show Mr. ***********’s dishwasher was delivered and signed as received in good order on 11/22/22. Mr. *********** was informed that his installation would be later scheduled for 11/23/22.
  
  We researched Mr. ***********’s complaint and found that on his scheduled installation date, the technician was unable to complete the services. We attempted to locate a different installation technician but were unsuccessful. We show Mr. *********** was rescheduled for 12/6/22 but requested to have the installation rescheduled. Mr. *********** is currently scheduled to have his installation completed on 12/14/22. Once the dishwasher has been installed, we will be able to confirm if any further actions are required.
  
  Due to the delay with installation, we have agreed to issue a $100 concession off the installation fee. We ask that Mr. *********** please allow 7-14 business days to receive the concession refund in the mail. We sincerely apologize for any inconvenience Mr. *********** experienced as a result of the delay.
  
  
  Conn’s HomePlus values Mr. *********** as our customer and appreciates him for bringing this matter to our attention.

• Initial Complaint

  Date:12/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a dishwasher and a stove. The dishwasher doesn't work properly and finally got them to schedule a repair or replacement on December 5th. I have not received my cord to install my stove since delivery now it's time to make a payment on my merchandise in which I have explained to customer service, the Conn's store that I'm not going to pay for items that don't work or have completed merchandise for my stove 4 wire 6 amp cord. I have contacted the store several times with no response to the issue as well as the customer service department and delivery department. My delivery was on November 10, 2022 and I'm still waiting on a response from the Conn's company to resolve the issue

  Business Response

  Date: 12/02/2022

  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. Her dishwasher is not functioning properly, and she is scheduled for repair on December 5th;
  2. She did not receive the cord for her range, and she contacted her local Conn’s HomePlus on several occasions, but has not received a response;
  3. She is requesting to have the range cord delivered and her range successfully installed.
  
  Our investigation reveals that:
  1. On November 29th, Ms. ***** contacted us and requested service on her dishwasher. We confirmed Ms. ***** has been scheduled with a third-party technician for inspection on December 5th;
  2. On December 1st, Ms. ***** contacted us advising that all items were not received. We show Ms. ***** was advised the range cord was completed in error and would be corrected to have the cord delivered;
  3. Ms. ***** is currently scheduled for December 4th, to have the range cord delivered and have the unit properly installed.
  
  Our records show on October 28, 2022, Ms. ***** purchased a Samsung electric range with a 24-month Repair Service Agreement and a Frigidaire gallery dishwasher with a 24-month Repair Service Agreement. We show Ms. ***** opted to have her appliances delivered, which was completed on November 10, 2022, as a drop off only.
  
  We research Ms. ******* concerns and found that she contacted us on December 1, 2022, the range cord was not received when her appliances were delivered. After reviewing Ms. ******* delivery, we confirmed all items except for the range cord model WX09X10035 were received. We confirmed the model was completed in error and as of December 2, 2022, the error has since been corrected. Our records show that Ms. ***** is scheduled to have her range cord delivered and range successfully installed on December 4, 2022.
  
  Conn’s values Ms. ***** as a customer, and we appreciate her for bringing her concerns to our attention. Also, we like to extend our sincerest apologies for the inconvenience that Ms. ***** has experienced during this time.
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

• Initial Complaint

  Date:11/30/2022

  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.

  Date of Transaction/Service: Tuesday, November 22, 2022
  Prepaid Service Call: $108.00
  Conn's Service Dept Promised Provision: The service man diagnosed that my washer had a stripped gear and that the part would be ordered. He also told me that the cost is $500 plus $200 for labor. I agreed that I would pay the cost after installation. He said I would receive a call after parts come in.
  Nature of Dispute: After calling to check status of the ordered part, I learned that the service man reported that I did not want to complete the service and therefore cancelled my order. Also, a lady who said her name is Misty left me on hold for 24 minutes and returned to the phone to tell me that I would have to pay all money prior to completion of service. She also told me that Alfredo would be returning my call at a later time for payment because her service line or computer was down. Additionally, I had to be transferred to four different phone representatives before someone could talk with me. Misty was also rude because she hung up on me without listneing to my last question.
  Transaction Number: Conn never gave me a transaction number. Conn emailed me a thread of emails regarding 3-minute feedback on how they had performed. I have not responded to such because I am still waiting on completion of service. The only thing I have is my sales transaction #*************; Invoice Date of 12/02/2018 and store #129. Please get me some help with good service.

  Business Response

  Date: 12/07/2022

  Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to Mr. *******’s 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, Mr. ******* may contact Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252 or online at www.conns.com.?
  
  Mr. ******* stated in the complaint:
  1. He paid $108 to have a technician come and assess his washer and was advised that parts were needed;
  2. He was advised of the cost of labor and agreed to pay after services were rendered;
  3. He is requesting a repair.
  
  Our investigation reveals that:
  1. On November 18th, Mr. ******* contacted us and requested service and was informed that the warranty on his washer had previously expired and a trip fee of $99.95 plus tax would be required to schedule a technician to inspect his appliance. We sent out a technician who found parts were needed to complete his repairs;
  2. Mr. ******* has been educated on the service procedure and informed all payments for parts/labor would need to be paid in full prior to installation (repairs);
  3. We are unable to honor Mr. *******’s request to continue with repairs due to infestation/rodent damages found during the initial inspection.
  
  Our records show on December 2, 2018, Mr. ******* purchased a Maytag washer and electric dryer both with a 24-month Repair Service Agreement. We confirmed Mr. *******’s appliances were delivered on December 3, 2018, as requested.
  
  We researched Mr. *******’s concerns and found that he contacted us on November 18, 2022, regarding his washer. Mr. ******* indicated that his washer not filling up with water. Our records show Mr. ******* was made aware that his appliances were no longer covered under warranty, as his Repair Service Agreement expired on December 3, 2020. Mr. ******* was informed that a trip fee of $99.95 plus tax would be required to schedule an appointment to have a technician inspect his unit. We show once the payment was received, Mr. ******* was scheduled for inspection on November 22, 2022. During the inspection, the technician found signs of rodent damage to the wire harness and also to the gearcase. The technician notated that the gearcase and wire harness would need to be replaced. However, the technician did not submit a part order, as the parts were not approved or paid in full.
  
  After further review, we show that Mr. ******* contacted us again on November 30, 2022, inquiring about the parts and was informed that the parts would need to be paid in full before the part order was submitted. Mr. ******* was educated on the service protocol and made aware that we were unable to place a part order before being paid in full.
  
  At this time, we are unable to honor Mr. *******’s request to authorize repairs. After reassessing the technician’s initial findings, Mr. ******* has been educated that we will no longer service the washer due to an infestation being found.
  
  Conn’s HomePlus values Mr. ******* as our customer and appreciates him for bringing his concerns to our attention.
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

• Initial Complaint

  Date:11/28/2022

  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.

  We called Conns home plus to try to have a leaky washer replaced that is still under a purchased service agreement. We were told that per their procedure, there would have to be 3 service calls within 12 months that show the machine cannot be fixed. So we informed Conns that we have family members who are prone to getting sick because of medical reasons. They insisted that per procedure they had to send out a technician. So reluctantly, we agreed to have a technician come out on November 16 of 2022. When the service technician came inside our home he was coughing incessantly. He explained that he just got out of the hospital a week prior to showing up to our house. The technician was in our home for just over two hours where he was coughing without a mask into his hand. He then took it upon himself to walk into the kitchen and use our kitchen faucet without our permission. Then before leaving the technician also opened the door to our food pantry without permission looking for the trash can. I reiterate that he had been coughing into his bare hands and touching all the things I just mentioned without permission after we expressly told Conns home plus that we had people within the household who are prone to illness. We called and complained the same day after the service technician left our home. Conns home plus then proceeds to schedule the same technician that the complaint was leveraged against to return to our home. All 5 customer service representative we have spoken to gave us a fight to talk to the managers. Now having spoken to 3 customer service managers, and 1 service manager; the experience has just gotten worse. Two service tickets unanswered. We spoke to the service manager on November 28 of 2022. The service manager told my wife while she was explaining the severity of the concern that he did not have to listen to her and that there was nothing she could tell him. He was not listening to her and speaking over her; then got loud and ended the call.

  Business Response

  Date: 12/01/2022

  Conn’s
  HomePlus (“Conn’s”) appreciates the opportunity to respond to Mr. ********’s 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, Mr. ******** may
  contact Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252
  or online at *************.? 
  
  Mr. ******** stated
  in the complaint: 
  He contacted us to have his washer replaced under his purchased service agreement;
  After the technician inspected his washer, he contacted us to file a complaint regarding the technician’s behavior and requested to have his washer replaced;
  He is requesting to have his washer replaced.
  
  Our
  investigation reveals that: 
  On November 15th, Mr. ******** was educated on the Return & Exchange Policy and made aware of the service protocol, and that we were unable to authorize a replacement;
  We respectful disagree that the technician displayed poor behavior during Mr. ********’s inspection;
  Mr. ********’s washer does not meet the qualifications for an exchange. Therefore, we are unable to honor Mr. ********’s request for a replacement.
  
  Our records show on July 14, 2021,
  Mr. ******** purchased a GE high-efficiency front load
  washer and high-efficiency front load electric dryer both with a 24-month
  Repair Service Agreement. We confirmed Mr. ********’s appliances were delivered
  on July 16, 2021. Conn’s
  
  Return & Exchange
  Policy states 30 days for appliances, fitness, and items not included in the
  14-day exchange list above, or the No Returns/Exchanges list below. There is a
  15% restocking fee. *  If your product
  fails while under manufacturer's warranty or Conn's RSA, Conn's Factory Authorized
  Service will repair your product according to these warranties.  Conn’s Return & Exchange Policy is
  displayed throughout the store locations and can be found on Conn’s website at https://*******************************************************.
  
  We researched Mr.
  ********’s concerns and found that he contacted us on November 15, 2022, stating
  that his washer was leaking, and damages were to his floor and requested to
  have the unit exchanged. We confirmed Mr. ******** was educated on our Return
  & Exchange Policy and made aware that his washer must be inspected to
  determine if the unit meets the qualifications for a repair or an exchange. Our
  records show a service order was created for Mr. ********’s washer that same
  day and he was scheduled for inspection on November 16, 2022. On the day of Mr.
  ********’s inspection, the technician completed the diagnostic with GE tech
  support and discovered the mainboard was defective, which caused the water to
  not dispense during the rinse cycle. We show the technician placed the part
  order and Mr. ******** was scheduled to have parts installed on November 21,
  2022. However, we show that we were notified on November 21, 2022, that Mr.
  ********’s appointment needed to be rescheduled since he would be out of town
  and unavailable. We show that we attempted to contact Mr. ******** on November
  23rd, November 25th, and November 28th to
  reschedule his appointment to have parts installed, but we were unsuccessful.
  In addition, a text message was sent to Mr. ******** on November 28, 2022,
  advising due to no contact his service order was pending closeout/cancellation.
  We confirmed Mr. ******** contacted us later that day on November 28, 2022,
  requesting to speak with a manager regarding his previous service call
  appointment. Mr. ******** indicated that the technician used his kitchen sink
  without his permission; by dumping excess water/soap residue from the
  washer.  Mr. ******** also requested to
  have the washer exchanged instead of having repairs completed. Again, Mr.
  ******** was made aware that we were unable to authorize an exchange and that
  his washer was being serviced under the terms and conditions of his Repair
  Service Agreement.
  
  Although, we are unable
  to honor Mr. ********’s request for a replacement on his washer, we are willing
  to proceed with service as outlined in his Repair Service Agreement. Mr.
  ******** may contact our service department at 1-855-266-6349 to schedule an
  appointment to have the parts installed.
  
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

  Customer Answer

  Date: 12/07/2022

  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.]
  
  
  This complaint is not in regards to your business history, nor is it about your return policy. As to why you are reminding me about your atrocious customer service line which if you actually cared to have read the complaint shows that we spoke with 5 or more of your customer service reps about the issues, but you all have a knack for not listening or reading. First off, your technician did not just dump excess water or soap down our sink. He used our kitchen faucet without our permission and let himself into our food pantry, again without permission. Not to mention your technician who spent over two hours in our home coughing into his bare hands then going into the kitchen to use our sink and faucet without permission. Your technician was a week out of the hospital for issues unknown to us at the time. We spoke to your service manager on November 28th of 2022 who proceeded to ask why we did not coach his employee on hygiene and sanitation. This is after Conns Home plus was alerted to there being people within the household who are prone to illness.  Then using his germ covered hands to let himself into our food pantry instead of asking where the trash was. I told Conns Home Plus reps that I would call you about possibly rescheduling because we were not able to schedule a repair at that time. Conns Home plus then proceeded to call us on the days they stated to schedule the same technician we complained about to return to our home. We are trying to avoid having any more of Conns Home Plus’s unsanitary service technicians in our home as a protection to the health of the people within our household. Had Conns Home Plus not shown blatant disregard for our health concerns by sending that sick technician to our home and after we reminded their customer service reps of the issue on more than one occasion only for them to schedule the same technician to come to our home again, then it may have been handled differently. Your service manager was also disrespectful to my wife by saying there was nothing she could tell him and that he did not have to listen her and ended the call. I’m not sure how you have done things over your 130 year history but we do not find the actions of your service manager, the technician you sent to our home, nor the lack of response from your customer service department to be acceptable. Conns Home Plus told us each time we called that we would have a response within two business days, yet we had to call again after that time had passed because no one had gotten back to us about the tickets that were escalated. Of course you disregard all the things we point out in our complaint just as you disregarded our health when you sent a sick technician into our home and have a service manager act as if it was our job to coach your sick employee on hygiene and safe practices. Why would you investigate yourself and find any evidence of wrongdoing? 
  
  Regards,
  
  
  
  
  
   
  

  Business Response

  Date: 12/09/2022

  Thank you for the opportunity to respond to Mr. ********'s additional comments. Conn's continues to follow the guidelines in place by the CDC. Although masks are optional, our technicians are equipped with the proper protection gear to use during service inspections upon customer's request. We verified with the service technician that at the time of  Mr. ********'s inspection, he did not request protection gear to be worn at any point during his service visit and was not made aware of anyone with potential illness inside the home.
  

  
  Although Mr. ********'s washer does not qualify for an exchange, we are willing to continue with repairs as listed under the terms and conditions of his Repair Service Agreement. To better assist Mr. ********, we can service his washer in an alternate location at his home that is more suitable based on his needs. If Mr. ******** has access to a garage or storage area, we can move the washer to complete the assessment and repair accordingly.

  Customer Answer

  Date: 12/26/2022

  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.  
  
  
  
  I notice that Conns Home Plus is still disregarding everything that their technician did wrong. You are offering to repair the machine when we have already stated through this complaint that repairs were not a sufficient solution. It is also noted that while you may have followed CDC guidelines, those guidelines do not authorize your employee to let himself into our food pantry while spreading his germs in our home nor did we agree for your employee to use our kitchen sink or faucet as part of his diagnostics. There is such a thing as curtesy and regardless of CDC guidelines your employee and Conns Home Plus should have taken better care to not enter someone’s home given his condition at the time. We alerted Conns Home Plus to the fact that there are members of the household that are prone to illness through your customer service department. Why did they not pass that information on to your service department? We were shocked and appalled that Conns Home Plus would irresponsibly send someone to our home in this manner and didn’t even know what to say at the time that the technician was here. And going into our food pantry is not part of his job nor is using our kitchen sink and faucet part of his job or what he was authorized to do whilst in our home. Also, the disrespect shown towards my wife by your service manager who called us and told my wife he did not have to listen to her in regard to our issues and that there was nothing she could tell him needs to be addressed as well. Repairs are no longer a viable solution in our eyes especially since Conns Home Plus keeps disregarding any wrongdoing by them or their employees. Conns Home Plus continues to try to send emails stating that they have scheduled service even though no resolution has been accepted on our part. Also, Conns Home plus was in violation of the agreement that all responses to this complaint is to be done in writing when they called us to schedule service and told us it was in response to the Better Business Bureau Complaint.
  
  
  
  Regards,
  
  Jameel ********
  
  
  
   
  

  Business Response

  Date: 01/04/2023

  We value Mr. ********'s concerns and have provided him with an alternate service option. While it is standard for a technician to use nearby resources to dispose of material and empty sitting water as in Mr. ********'s case, if at anytime a customer express disapproval of using these sources, our technicians will comply with their request. However; at no point while the technician was at Mr. ********'s residence did he inform the technician of any concerns he had regarding the service process.
  
  Since our previous response, we have canceled Mr. ********'s service request until further notice. Although Mr. ********'s washer does not meet the qualifications for an exchange under the terms of the warranty, we can offer the following options in attempt to resolve:

  
  1. We will continue with repairs by moving the washer to a different location based on Mr. ********'s needs
  2. Mr. ******** may elect to have the washer repaired by someone other than Conn's and we will reimburse him at a reasonable cost; or
  3. We can cancel Mr. ********'s Repair Service Agreement plan and issue a full refund for the warranty since repairing the product(s) is not a viable option as he mentioned.  
  

  
  

  Customer Answer

  Date: 01/14/2023

  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.  
  
  
  Per the purchased service agreement, Conns Home Plus is to continue servicing my washer in the place that it currently sits. Their technician that will be sent out will be made aware of parameters upon arrival. Your technician opening my pantry with his germ filled hands is part of your normal operations? And my sink and faucet were not used to dispose of standing water or whatever lie you try to come up with. Also DO NOT, under any circumstance send Richard C to my home again. I was made aware that this is the only technician you have in my area, so you will find a third party technician to service my equipment at no cost to me. Send a sick technician to my home and then want to act justified? Because I did not coach your employee for you? Blame the customer. What about me telling your customer service reps about the situation and them sending someone a week out of the hospital coughing in my home for almost two hours? Then when i complained, scheduling the same technician I complained about. That’s my fault too I guess right? I also called for service and expressly told them I did not want the same technician in my home again on Tuesday January 10, 2023 and they scheduled the same technician again. So it seems it is my fault that your customer service department does not communicate with your service department. Should I coach your employees on how to do all of their jobs? Again my washer still needs servicing because at this point it has been almost two months since all of this has started and quite frankly I am getting rather tired of Conns Home Plus just repeating themselves and disregarding what their employees have done wrong. Again, my washer is to be serviced per the service agreement and where it sits and in a timely fashion. And I will write here that any technician sent to my home should have on a mask, gloves, and shoe coverings. I will reiterate to the technician upon arrival as well. Conns Home Plus still has not addressed any of the things their technician or service manager did wrong in disrespecting my wife, entering my food pantry, sending a sick technician into my home, using my sink and faucet without permission while sick, nor have they addressed any wrong doing on their behalf through their service department not passing along the information which was given to them on multiple occasions letting them know there are people in the home prone to illness.
  
  
  
  Regards,
  
  
  
  
  
   
  

  Business Response

  Date: 02/06/2023

  Thank you for the opportunity to respond to Mr. ********'s additional comments. Since our last response that was received on January 23rd, we confirmed an exchange request was submitted and approved on February 6th. We show Mr. ******** was issued a credit up to the original amount paid of $1049.99 to reselect a new washer. Mr. ******** may visit his local Conn's HomePlus store to reselect and schedule delivery.

• Initial Complaint

  Date:11/28/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband & I walked into Conn's on 10/8 to browse. We tried out some massage chairs on our way out & was told that there was one of the high end display ones on sale so we went to look at it. The mgr said that if we were interested that we should go ahead & do the paperwork so that it could be held. I asked how long & she said 30 days. I agreed to go ahead & sign the paperwork & let them hold it but decided that I might as well get a new chair so that I could get a warranty on it as well if I should decide to actually purchase it. I told the salesman that I would call when I decided when & if I wanted it to be delivered but as we left, he said "I'll set that up for you for Wed." I reminded him that I was supposed to CALL them when I decided on delivery. On Tues. 10/11 I began to receive text messages asking me to confirm a delivery time, which I DID NOT. By that night though, the last text went ahead & sent a delivery window for the next day between 12-3pm. I called the warehouse the next morning to let them know that this chair was NOT to be delivered as I DID NOT confirm via the text & I wanted it to be put on HOLD. She said no problem & told me to just call whenever I wanted it delivered. I hung up thinking this was the end of it but the chair was delivered that afternoon & my daughter happened to be at my house while I was at work & signed for it, not knowing that it wasn't supposed to be delivered. Once I got home, I immediately called the warehouse & spoke w/someone who said that she saw where that HOLD ticket had been created so she didn't know why it had been delivered but advised me to call the store so that they could schedule a pickup. I called the store & actually spoke with the salesman that did the paperwork & he said he'd have to speak with his mgr & get back with me. That was the beginning of the REAL lying & giving me the run around. I have corresponded via email & calls throughout Oct & now Nov. They are only willing to exchange, not pick up.

  Business Response

  Date: 12/07/2022

  Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to Mrs. *************’s 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, Mrs. ************* may contact Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252 or online at www.conns.com.?
  
  Mrs. *************’s stated in the complaint:
  1. At the time of purchase, she agreed to sign the paperwork for a massage chair but informed the sales representative that she would call when and if she wanted the item delivered;
  2. She contacted us on the day of the scheduled delivery to inform us that the chair was not to be delivered but put on hold however, the chair was still delivered when she was not home; and
  3. She is requesting to have the chair picked up since she did not authorize the delivery.
  
  Our investigation reveals that:
  1. At the time of purchase, Mrs. *************’s signed her invoice acknowledging she was aware her delivery was scheduled for 10/12/22
  2. Mrs. *************’s contacted us the morning of her delivery requesting to put the delivery on hold. We confirmed an email was sent to the warehouse to hold the delivery however, the delivery truck had already been preloaded for all scheduled deliveries which caused the item to still be delivered; and
  3. We agreed to return the chair which was picked up on 12/5/22.
  
  
  Our records show on 10/8/22, Mrs. ************* purchased a Morris Massage Chair and elected to purchase a 36-month FurnitureGard Plan. We show Mrs. *************’s chair was delivered and signed as received in good order on 10/12/22.
  
  We researched Mrs. *************’s complaint and found that she contacted us after her chair was received stating that she did not authorize the item to be delivered and requested to return the chair. Mrs. ************* was made aware that we are unable to return the chair since the item was accepted during the delivery and no issues were reported. Mrs. ************* was also reminded that Conn’s has a no-return or exchange policy on all furniture items.
  
  After further review of Mrs. *************’s concerns, we were able to verify that she reached out to the delivery department on the morning of her scheduled delivery to request the delivery be put on hold. We show an email was sent to the warehouse. However, all routed deliveries for that day had already been preloaded and sent out for delivery which resulted in Mrs. *************’s chair being delivered.
  
  Due to the chair being delivered after Mrs. ************* requested to hold off on her delivery, we agreed to return the product and issue a full credit to her account. Our records show we returned to pick up the chair on 12/5/22 and the full credit of $2616.11 has been processed to Mrs. *************’s account to close.
  
  We sincerely apologize for any inconvenience Mrs. ************* experienced during this process.
  
  
  Conn’s HomePlus values Mrs. ************* as a customer and appreciates her for bringing this matter to our attention.
  
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

  Customer Answer

  Date: 12/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I would also like to have it noted that this is all I was trying to get them to do in the first place but I was told from the very first conversation with the manager that this COULD NOT be done because it was against company policy. Even after I explained that I had never given the authorization for the delivery nor did I ever confirm it on my phone. I was given the run around time after time. Their response states that they acknowledge that I contacted them concerning the matter but I was actually told that there was no record of it on the account at one point. The copy of the invoice that was sent showing the chair as being delivered & signed as received in good order, did not mention that the signature was that of my daughter that I have stated many times, signed for it not realizing that it wasn't authorized to be delivered. They state as well, that after further review, due to the chair having been delivered AFTER I requested that it NOT BE.... they agreed to return the product & issue a full credit to my account and that their records show that they returned to pick up the chair on 12/5/22... which they did, but I'd like it noted that they DID NOT agree to do this until AFTER I filed a complaint with the Better Business Bureau. I wholeheartedly believe that they would not have budged on this issue without it. It took 54 days of me calling, going by the store to talk to different managers, emailing, contacting their headquarters & around & around & around to resolve an issue that should have taken no more than 24 hours if they intended to resolve it in the first place. This is not how honest people do business. People work too hard for their money for businesses to just take advantage of those that allow it or simply don't know how to get justice when they've been wronged.