Complaints

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

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• 

  Conn's Home Plus

  2445 Technology Forest Blvd. Ste 800 Spring, TX 77381

• 

  Conn's Home Plus

  9700 N North Fwy Houston, TX 77037-1345

• 

  Conn's Home Plus

  15235 Southwest Fwy Sugar Land, TX 77478-3873

• 

  Conn's Home Plus

  706 Dixieland Rd Harlingen, TX 78552

• 

  Conn's Home Plus

  19611 Highway 59 N Humble, TX 77338-3512

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/28/2022

  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 ordered 6 appliances with "free next day" delivery on November 9th. At the last moment the cart changed to November 19th delivery instead of Nov 10th. This was fine because it was still by the time my daughter needed to move in. I realized immediately this was a Saturday and called asked for a week day delivery and was told no problem for Monday the 21st. I heard nothing and received nothing. Monday I called and they confirmed with the warehouse it would be Wed the 23rd. I explained the deadline. The online status changed to Shipped so I thought all was good. Finally nothing showed up. NO communications. I've been trying to reach someone ever since and can't get through to a person. Delivery center just transfers to Online Sales which does not answer. Warehouse number is disconnected. So free next day delivery turned into weeks later and I have no appliances and no communication. I can't reach anyone through email, phone, online chat or any other means. Online order status shows "In progress" now.

  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 www.conns.com.? 
  
  Mr. ******* stated
  in the complaint: 
  He placed an order for six appliances on November 9th and was expecting delivery for November 10th. However, his delivery date was changed to November 19th;
  He later contacted us to have the delivery date changed to November 21st, but no showed and he was later advised that his delivery would be scheduled for November 23rd; and
  He is requesting to have his items delivered.
  
  Our
  investigation reveals that: 
  On November 9th, Mr. ******* placed an online order and once his order was processed on November 10th, he was notified that his delivery was scheduled for November 19th;
  We confirmed Mr. ******* changed his delivery date to November 21st. However, on the day of his delivery it was discovered one or more items were no longer available and on backorder. Therefore, Mr. *******’s delivery was postponed; and
  Currently three of Mr. *******’s selected models are on backorder with the manufacturer. Therefore, we are unable to render his delivery.
  
  Our records show on November 9, 2022, Mr. ******* placed an online order and purchased a Samsung Bespoke French
  door refrigerator, an LG high-efficiency top load washer and high-efficiency electric
  dryer, a Samsung dishwasher, a Samsung OTR microwave, and a Samsung slide-in
  electric range on invoice 60003315. We confirmed Mr. *******’s invoice was processed
  on November 10, 2022, and he was notified that his appliances would be
  delivered on November 19, 2022.
  
  We researched Mr. *******’s concerns and found
  that he later contacted us requesting to have the delivery date changed to
  November 21, 2022. However, on the day of Mr. *******’s scheduled delivery, it
  was discovered that one or more items he purchased (dishwasher, range, and
  refrigerator) were no longer available and on backorder with the manufacturer. Therefore,
  Mr. *******’s delivery was postponed.
  
  At this time, we are unable to honor Mr. *******’s
  request to delivery his appliances, as three of the selected models are
  currently on backorder and will not become available until January 10, 2023.
  Currently, Mr. ******* has the option to cancel the models that are on
  backorder (dishwasher, range, and refrigerator) from his invoice to have the
  remaining appliances (washer, dryer, and OTR microwave) delivered, reselect
  different models, cancel the purchase and receive a full refund, or wait until
  the appliances become available to receive delivery on all items purchased.
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

• Initial Complaint

  Date:11/28/2022

  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.

  In Nov. of 2021 I made a purchase. I chose 12 months same as cash. I received a letter dated Oct. 27.2022 showing the amount of my purchase $1991.05 final payment of 125.06 due no later than Dec. 7th. I paid that amount on 11/23/2022. Now they are saying I owe 8.05 I called an was given the run around. I would like this removed an my account to show a zero balance as I have paid in full

  Business Response

  Date: 11/30/2022

  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:
  She received a letter stating her payoff
  was $125.06 due no later than December 7, 2022;
  She made the payment on November 23, 2022,
  but the account did not close; and
  She would like the account closed.  
  

  Our investigation reveals that:
  Ms. ***** received a letter stating he
  cash-option balance of $125.06 needed to be fulfilled by December 7, 2022
  in order to fulfill the cash-option balance;
  Ms. ***** made a payment of $125.06 on
  November 3, 2022; and
  The account has been closed.  
  

  According
  to our records, Ms. ***** signed a 34-month retail installment contract on
  November 26, 2021 and she agreed to pay the minimum monthly payment of $103.62
  which was due on the 27th of each month.
  

  On October
  26, 2022, Conn’s sent Ms. ***** an email stating he cash-option balance of
  $125.06 needed to be paid by December 7, 2022 in order to fulfill the
  cash-option. 
  Ms. *****
  made a payment of $125.06 on November 23, 2022; however, additional insurance
  had been assessed on the account in the amount of $8.05. 
  

  Conn’s has processed
  a concession of $8.05 and closed the account. We have included a copy of Ms.
  *****’s signed documents and payment history as verification that the account
  has been closed.
  

  Conn’s appreciates Ms.
  ***** for bringing her concerns to our attention and apologizes for any inconvenience
  she experienced due to this matter.
  
  

• Initial Complaint

  Date:11/28/2022

  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.

  I'm been charged additional fees. I was told its late fees and interest I'm being charged. I paid it off well within the first 12 months of purchasing. Then an entire year later, I'm being told I owe and its from interest and late fees. I have asked several times what was my balance due from the last payment I made and I don't get a direct answer, only what I'm claimed to owe. I have uploaded the emails per conversations trying to get the original balance due since they claim I still owed over $600. This is not a true fact. I just moved into my new place so I'm trying to locate my receipts that I have. Thank you for assisting me in this matter.

  Business Response

  Date: 11/30/2022

  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 is charging her late fees and
  interest in error;
  She paid her account balance in full within
  the first 12-months; and
  She would like an explanation of charges.
  

  Our investigation reveals that:
  Late fees have been assessed on the account
  due to payments not being made timely;
  Conn’s 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 August 31, 2020 and she agreed to pay the minimum monthly payment
  of $89.71 which is due on the 1st of each month. The account is past
  due from May 1, 2022.
  

  Ms. *******
  financed $1,938.19. If Ms. ******* paid only the minimum monthly payment for
  the 34-month term, she would pay a total of $1,111.95 in finance charges bringing
  the total of payments to $3,050.14.
  

  The account
  did not include Conn’s 12-month no-interest financing promotion (cash-option). Please
  note, the total of payments does not include any late fees that have been assessed
  on the account due to payments not being made timely.
  

  Ms. *******
  has paid a total of $1,750.00 on the account. 
  As of November 30, 2022, the payoff amount is $493.23. Please note, the
  payoff quote is valid for 10-days. We ask that Ms. ******* please contact Conn’s
  billing department for an up-to-date payoff quote if she would like to pay the
  account balance in full.
  

  Conn’s is
  obligated to report factual information to the credit reporting agencies, and
  we are unable to remove the delinquent credit marks assessed on the account due
  to payments not being made timely. We have included a copy of Ms. *******’s
  signed documents and payment history for her records.
  

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

  Business Response

  Date: 12/05/2022

  No further action is required. 

  Customer Answer

  Date: 12/05/2022

  [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. With no further action taken results in my washer and dryer has zero balance. Thank you. 
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:11/27/2022

  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.

  First Conns has not documented payments properly and has caused my credit score to plunder 43 points. I have had to dispute several times with my credit bureau. They have said that I have been past due on my account 3 times but I have documentation. Second due to the lack of proper documentation on their part I have received several past payment notices but my bank as well as documentation on my part shows I was indeed on time. Due to their lack of proper documentation I am now told my conns that my same as cash deal with them is no longer applicable. Not only this but today I received a message from ******** ***** ****** which is associated with conns where I did not authorize any credit or soft credit pull. I would like conns to fix my credit and honor there same as cash policy since they have lacked in keeping proper documentation on their end I would also like for them to not run my credit if they are attempting as I have not authorized them to do so.

  Business Response

  Date: 11/30/2022

  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 has not documented payments properly
  on her account;
  Her credit score has dropped because of the
  error;
  The cash-option was void due to the error;
  and
  She would like the account corrected.   
  

  Our investigation reveals that:
  Conn’s has processed each payment we have received;
  
  Conn’s is reporting the account correctly
  to the credit reporting agencies;
  The cash-option was void due to payments
  not being made timely; and
  The account is correct.
  

  According
  to our records, Ms. ********* signed a 34-month retail installment contract on January
  16, 2016 and she agreed to pay the minimum monthly payment of $70.78 which was
  due on the 16th of each month.
  

  The account
  included Conn’s 12-month no-interest financing promotion (cash-option). Per the
  terms of the cash-option, the cash-option is void if the minimum monthly
  payment isn’t paid within 10-days of each month’s due date, or the total
  cash-option price is not paid within 10-days of the expiration date. The cash-option
  on Ms. *********’s account was void due to payments not being made timely.
  

  Conn’s respectfully
  disagrees that Conn’s has not properly documented the payments received on Ms.
  *********’s account as we have posted each payment received.
  Ms.
  ********* has had several failed payments on the account.  If Ms. ********* believes payments are
  missing, we ask that she please provide proof of payment. 
  

  Conn’s is
  obligated to report factual information to the credit reporting agencies, and
  we are unable to remove the delinquent credit marks that have been assessed on
  the account due to payments not being made timely.
  

  We have
  included a copy of Ms. *********’s signed documents and payment history. Additionally,
  we have included a list of the failed payments for her records.
  

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

• Initial Complaint

  Date:11/27/2022

  Type:Customer Service 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.

  At the end of July, I purchased a dishwasher from Conn's HomePlus in Amarillo, Texas (store #139). At the time, I paid cash for my purchase (NOT rent-to-own) and included an installation for the dishwasher ($179). Before the dishwasher installation could occur, we decided to go ahead and install the dishwasher ourselves. I called the store and called the Conns Home Plus customer service number to cancel the installation. No one came to install the dishwasher. We did it ourselves. Conns refuses to contact me in regards to the installation fee of 179.00. I started calling in August about a refund, made 2 trips to the store in Amarillo (appx. ** mile drive) and was told that I had to contact the Customer Service number. I have been calling every couple of weeks since August, but only got an "official" ticket with a ticket number on October 29. No one from Conns has been in contact with me. I called again this weekend and still have received no response or contact from anyone from Conns. We are now nearing the end of four months since I purchased the dishwasher, and I am unable to get Conns to issue a refund for the dishwasher installation.

  Business Response

  Date: 12/02/2022

  Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to Ms. ********’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, 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 dishwasher from us including installation, and prior to the unit being installed she changed her mind and completed a self-install;
  2. She has contacted us on several occasions to have the refund issued, but has not received a response;
  3. She is requesting a refund.
  
  Our investigation reveals that:
  1. We confirmed Ms. ******** originally opted to have her dishwasher installed, however, she later contacted us and requested to have the installation canceled;
  2. On October 29th, Ms. ******** contacted us regarding a refund of $179.99 and was informed that her invoice was completed in error, and she would need to visit her local Conn’s HomePlus store to have the refund processed;
  3. As of November 30th, a refund of $194.84 has been processed back to Ms. ********’s original payment method used, her Visa card.
  
  Our records show on July 21, 2022, Ms. ******** purchased an LG top control dishwasher with installation and dishwasher kit. We confirmed Ms. ********’s dishwasher was delivered on July 25, 2022, as requested. We confirmed Ms. ******** was made aware that her dishwasher would be installed at a later date.
  
  We researched Ms. ********’s concerns and found prior to her scheduled installation date, she changed her mind and requested to have the installation canceled. Ms. ******** indicated that the installation would be completed by someone other than Conn’s HomePlus. Our records show that we submitted the request to have the installation fee of $179.99 canceled and refunded. However, it was later discovered that Ms. ********’s invoice including the installation charge was completed in error. As of November 30, 2022, the error has been corrected, and a refund of $194.84 ($179.99 plus tax) was processed to Ms. ********’s original payment method used her Visa card.
  
  Conn’s values Ms. ******** as a customer, and we appreciate her for bringing her concerns to our attention. Also, we wish to extend our sincerest apologies for the inconvenience Ms. ******** has experienced during this time.
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

  Customer Answer

  Date: 12/06/2022

  [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 have not yet received the refund, but I will trust that it is in process.  Thank you.
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:11/25/2022

  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.

  RE: SAMSUNG 65” CLASS S95B OLED 4K SMART TV-2022
  MODEL#: QN65S95BAFXZA / SERIAL NUMBER: ***************
  COST: $1,799.99- 48 MONTH SERVICE AGREEMENT: $449.99
  PURCHASED: NOVEMBER 5, 2022
  TV STOPPED OPERATING: NOVEMBER 20, 2022
  LOCATION: CONN’S HOME PLUS- 13337 I-1J0 EAST – HOUSTON, TX 77015/ TEL#: 713 453 0284- SERVICE FROM ASSISTANT MANGER: “CHRIS”- WHO STATED WOULD EXCHANGE AFTER DIAGNOSIS FROM THEIR REPAIR PERSONNEL – AS OF 11/25- NO RESPONSE FROM ASST. MGR. NOR CONN’S CORPORATE OFFFICE REGARDING ISSUE.
  CONN’S SENT REPAIRMAN: NOVEMBER 22, 2022- CONN’S REPAIRMAN CAME OUT- DIAGNOSIS: MOTOR BOARD AND POWER BOARD WENT OUT. WAS INITIALLY TOLD BY CONN’S IF PROBLEM WAS DUE TO DEFECT THERE WOULD BE AN EXCHANGE, BUT INSTEAD THEY WANT TO REPAIR SUPPOSEDLY “BRAND NEW TV”- CONN’S STATED PARTS NOT IN AND NOT SURE WHEN THEY WOULD ARRIVE.
  CALLED SAMSUNG 11/25/2022: SAMSUNG STATED THE MOTOR BOARD AND POWER BOARD WOULD NOT GO OUT ON BRAND NEW TV – CANNOT SCHEDULE SERVICE REQUEST UNTIL MONDAY AFTER HOLIDAY.
  CONN’S SHOULD EITHER EXCHANGE TV AS STATED BY ASSISTANT MANAGER OR REFUND MONIES BECAUSE IT APPEARS WE RECEIVED A “USED TV”.

  Business Response

  Date: 12/02/2022

  Conn’s HomePlus
  (“Conn’s”) appreciates the opportunity to respond to Ms. ***************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, 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 purchased a television on November 5th, and the unit stopped operating. Therefore, she contacted us and was informed that her television would be exchanged on November 20th;
  She was advised if there was a defect, we would exchange the television, but instead we want to repair the unit;
  She is requesting an exchange.
  
  Our
  investigation reveals that: 
  On November 5th, Ms. ***************s replacement television was delivered, and she later contacted us on November 20th, to request service.;  
  Ms. *************’s television is being repaired under the terms and conditions of her warranty coverage;
  A of December 1st, Ms. ***************s television has been replaced.
  
  Our records show on October 31,
  2022, Ms. ************** originally purchased
  an LG 65” G2 Series OLED EVO 4K TV model OLED65G2PUA with a 48-month Repair
  Service Agreement, which was delivered on November 1, 2022. However, we show
  Ms. ************* contacted us on November 2, 2022, stating her television was
  being installed and it was discovered the TV base was missing. Therefore, an
  exchange was later approved, and Ms. ************* selected a Samsung 65” S95B
  OLED 4K smart TV model QN65S95BAFXZA with a 48-month Repair Service Agreement.
  We confirmed this new unit was delivered on November 5, 2022, as a drop off
  only.
  
  We
  researched Ms. ***************s concerns and found that she contacted us on
  November 20, 2022, stating her television would not turn on. On November 22,
  2022, the technician inspected Ms. ***************s television and found the
  unit had no power. The technician also notated the power outage could have been
  due to lightning damage and notated the mainboard and power supply needed to be
  replaced. We confirmed the technician submitted the part order and was notified
  on November 25, 2022, that the VSS power board was successfully delivered; however,
  the mainboard was on backorder with the manufacturer.
  
  After
  further review, we show that a repair review was later submitted for a possible
  exchange on Ms. ************** television, which was approved on November 28,
  2022. We confirmed Ms. ***************s exchange has been initiated and her new
  television was successfully delivered on December 1, 2022.
  
  Conn’s values Ms. ************** as a customer, and we appreciate her for bringing her concerns to our
  attention. Also, we wish to extend our sincerest apologies for the inconvenience
  Ms. ************** has experienced during this time.
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

  Customer Answer

  Date: 12/06/2022

  [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 dispute the fact that the power outage was due to lightning damage-no major weather conditions at my home during this period.

  
  

  Conn’s made the EXCHANGE on November 29, 2022 and I received the new TV
  (EXCHANGE), 65" Class S95B OLED 4K Smart TV (2022)
  December 1, 2022.

  
  
  

  Model code: QN65S95BAFXZA 
  (NEW)

  Serial number: ***************

  
  
  Thank you.

  
  

  
  

  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:11/25/2022

  Type:Customer Service 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.

  10/28/2022 Purchased 2 items online. I was informed online that my order would be delivered by 11/7/2022. I received the tv mount I had ordered but not the speaker that I paid 599.99 for. I have reached out 4 times on the phone with customer service and 2 of the times the employee could not tell me where it was at. Just that they had reached out to the warehouse about the item. I tried to cancel the item I did not receive and they stated they could not since they had no idea where it was at. I tried calling 2 more times on 11/21 and 11/25 and waited at least an hour and no answer. I tried their chat option and was unavailable every time, i emailed twice and no answer back.
  
  I would just like this item cancelled so that it can reflect against the payment option i had set up for these items. I feel I shouldnt have to pay for both items since I only received 1 item and they should take accountability for their mess up. My current monthly payments for these 2 items is 49.61 a month. I have not made a payment yet since I have not received the full order and according to their terms I should not have a payment until both items have been shipped and contract is fullfilled.

  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 purchased two items online and was informed that he would receive delivery on 11/7/22 but he did not receive the speaker;
  2. He reached out to us numerous times but was not able to get assistance regarding the speaker; and
  3. He is requesting to have the item canceled from his invoice and received a billing adjustment.
  
  
  Our investigation reveals that:
  1. Mr. **** purchased an Entertainment center and Bluetooth speak online which showed to be delivered by ***** on 11/1/22 and 11/4/22;
  2. Mr. **** was informed that we would need to verify the delivery since both items were showing to be delivered. After verifying both tracking numbers, we were able to confirm that the speaker was not received during the initial delivery; and
  3. We have canceled the speaker from Mr. ****’s invoice and processed the credit to his account. In addition, we processed a $100 concession due to the inconvenience.
  
  Our records show on 10/27/22, Mr. **** made an online purchase for a Liberty Floating Entertainment center and a Bluetooth Speaker which both came with a limited manufacturer’s warranty. We show Mr. ****’s speaker was delivered via ***** on 11/1/22 and the TV mount was delivered on 11/4/22.
  
  We researched Mr. ****’s complaint and found that he contacted us on 11/21/22, stating that he made a purchase last month but still has not received one of the items. Mr. **** confirmed that he received the entertainment center but has not received the speaker. At that time, Mr. **** was informed that the tracking number via ***** showed the item was delivered but was made aware that we reach out to our delivery department to confirm the status of the product. Mr. **** asked if the item could be canceled from the invoice since there was a delay but was made aware that we would need to investigate the tracking since the item is showing to be delivered.
  
  After further review of the tracking numbers, we were able to confirm that the entertainment center was not delivered to Mr. ****’s address. Our records show we reached out to Mr. **** on 11/30/22 and informed him that we would resend the item but he stated he no longer wanted the speaker. Therefore; we canceled the speaker from Mr. ****’s invoice and processed a credit of $649.49 to his account. In addition, we processed a $100 concession to his account due to the delay in shipping.
  
  We sincerely apologize for any inconvenience Mr. **** experienced during this process.
  
  
  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: 12/08/2022

  [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:11/22/2022

  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.

  I have been waiting on a dishwasher repair or replacement for over a month.

  Business Response

  Date: 12/01/2022

  Conn’s
  HomePlus (“Conn’s”) appreciates the opportunity to respond to Ms. *******’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, 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 has been waiting for over a month to have her dishwasher replaced or repaired;
  She is requesting to have her dishwasher repaired.
  
  Our
  investigation reveals that: 
  On October 17th, Ms. ******* contacted us for service. We confirmed Ms. *******’s dishwasher was inspected on October 31st and it was found parts were needed;
  As of November 23, 2022, an exchange has been approved to replace Ms. *******’s dishwasher.
  
  Our records show on November 5, 2021, Ms. ******* purchased a Frigidaire dishwasher and
  dishwasher kit. We confirmed Ms. *******’s dishwasher was successfully picked
  up from her local Conn’s HomePlus on November 18, 2021. Therefore, installation
  and setup were completed by someone other than Conn’s HomePlus.
  
  We researched Ms. *******’s
  complaint and found that she contacted us on October 17, 2022, stating the
  control panel on her dishwasher was malfunctioning and the door was not
  closing. Due to Ms. *******’s area, she was informed that she would be scheduled
  with a third-part service technician to access her dishwasher on October 31,
  2022. During the inspection, the technician found that parts needed to be
  replaced. We confirmed the technician ordered the parts needed and advised Ms.
  ******* he would take approximately a month for the parts to become available,
  and to install the parts. Due to Ms. *******’s dishwasher not being repaired in
  a timely manner, a repair review was submitted for a possible exchange. Our
  records show on November 23, 2022, an exchange was approved to replace Ms.
  *******’s dishwasher. We confirmed Ms. ******* has been contacted and made
  aware of her exchange approval. Ms. ******* has been issued a credit up to the
  original amount paid of $599.99 to reselect a new dishwasher. Ms. ******* may
  visit her local Conn’s HomePlus store to initiate her exchange.
  
  Conn’s values Ms. ******* as a customer, and we appreciate her for bringing her concerns to our
  attention. We also like to extend our sincerest apologies for the inconvenience
  Ms. ******* has experienced during this time.
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

  Customer Answer

  Date: 12/06/2022

  [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.  
  
  
  
  
  
  
    Conn’s has ordered me a replacement dishwasher that will be in by the end of the week per the store manager Cody. 
  

• Initial Complaint

  Date:11/22/2022

  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.

  Conn's bring me an ice box and the first date it never worked I called him they came out 2 weeks later to fix it and it still didn't work after they left I called him I asked him to replace the ice box and they wanted me to wait another 2 weeks I'm a single father raising two little babies by myself I couldn't wait no longer so I went to ****** and bought a new ice box and took Conn's their ice box back and I asked him to take it off my account that I not responsible for buying a lemon and they're still trying to charge me and they're running my credit and handle hounding me everyday with text messages and emails that I need to make my payment when I don't even have the ice box they do

  Business Response

  Date: 11/28/2022

  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 refrigerator and the unit never worked, and he contacted us, and it took two weeks to have the unit fixed;
  2. He contacted us again and requested to have the refrigerator replaced but was informed he had to wait two weeks. Therefore, he purchased a new refrigerator with a different company;
  3. He is requesting a billing adjustment.
  
  Our investigation reveals that:
  1. Mr. ******’s refrigerator was delivered on May 5th and he contacted us for service on May 9th. We confirmed the unit was inspected and parts were successfully installed on May 20th;
  2. On May 23rd, Mr. ****** contacted us, due to his refrigerator not working and requested to have the unit replaced or have his contract voided. We confirmed Mr. ****** was educated on the return policy and service protocol, and made aware that we were unable to authorize a return/replacement;
  3. As of November 22nd, Mr. ******’s invoice has been successfully canceled and a credit of $1384.85 was processed to his account.
  
  Our records show on May 2, 2022, Mr. ****** purchased an LG top mount refrigerator with a 24-month Repair Service Agreement. Mr. ******’s refrigerator was delivered on May 5, 2022 and received in good order.
  
  We researched Mr. ******’s complaint and found that he contacted us on May 9, 2022, stating that his refrigerator was not cooling. On May 10, 2022, the technician inspected Mr. ******’s refrigerator and found the evaporator fan blade was not running. Therefore, the technician ordered parts. On May 20, 2022, the technician returned to Mr. ******’s residence and installed a new mainboard, fan assembly, and condenser fan motor. Once the parts were installed, the technician tested Mr. ******’s refrigerator and found the unit was operating properly.
  
  After further review, we show that Mr. ****** contacted us on June 15, 2022, stating that he dropped off (abandoned) his refrigerator at his local Conn’s HomePlus due to the unit not working. On June 20, 2022, after reviewing Mr. ******’s concerns we agreed to authorize the return on his refrigerator and notified his local Conn’s HomePlus store to accept the return and cancel the invoice. However, it was discovered there was an error processing the cancellation of Mr. ******’s invoice, which caused a delay in the credit being applied to his account. As of November 22, 2022, the error was corrected, and Mr. ******’s invoice was successfully canceled and a credit of $1384.85 was processed to his account. Once the credit is applied within 3-10 business days Mr. ******’s account will be processed to close, and a credit bureau correction will be sent to the credit agencies.
  
  Conn’s values Mr. ****** as a customer, and we appreciate him for bringing his concerns to our attention. We also like to extend our sincerest apologies for the inconvenience Mr. ****** has experienced during this time.
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

  Customer Answer

  Date: 12/01/2022

  [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:11/19/2022

  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.

  This is an accumulative report of the DISGRACEFUL experience I am experiencing with my Conn's Customer Experience. I already brushed under the rug the treatment I delivery/installation experience I had with my ** washer and dryer purchase less than 7 months ago when my washer was installed WITHOUT putting on my brand new stainless steel braided hoses that came with it, because Quote the response received once I called in the complaint to the Rocky Mount, NC office.." He did not have the tools". Mind you there was no problem removing my old washer and dryer *(that were not too bad just older models) and my WHOLE point was to buy all NEW. So I got a brand new washer with old rubber hoses. Even later on had to call to see why wasn't any of my clothes drying in my new dryer? The young man ran his cycles and tests *( I thought, he stayed there on his cell doing something) But they come out and the exhaust pipe *(the silver springy hose) was not secure to the out -put opening, because it was crimped closed where its connected and tightened with a o-ring. *( so how did the initial tech not realize that?) It was a headache, but I let them pass. Now, here I have a Mattress Set purchased Jan. of 2021 for my son. I just wanted the mattress set and asked for it to be a single purchase because I was already about to be done with an existing account I had there. I wait while its being worked up, about 20 minutes. He comes back with the tablet to show me the price and the taxes and total costs. I sign after each explanation. He says they'll send all the info electronically. I say can I have a printout? *(Because if you visit their site there are no options to see your account in its entirety. You you CANNOT see your purchases, nor any details about anything on your Dashboard. *( Another COMPLAINT/Disappointment ) So I look at the price and tell them THIS IS NOT what you just showed me. He said they ADDED it to the account I JUST said DO NOT *(see email ran out of space here>>>>

  Business Response

  Date: 11/30/2022

  Conn’s
  HomePlus (“Conn’s”) appreciates the opportunity to respond to Ms. Norwood’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, Ms. Norwood may
  contact Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252 or online at www.conns.com.? 
  
  Ms. Norwood stated
  in the complaint: 
  She purchased a washer in November 2021 that was delivered but not connected because the delivery team did not have the proper tools;
  She purchased a mattress and box spring in January 2021 and advised the representative to put the purchase on a separate account since the open account was almost paid off;
  She is requesting that the mattress be replaced, and her credit bureau be updated.
  
  Our
  investigation reveals that: 
  On November 17, 2021, upon delivery, Ms. Norwood’s washer was unable to be installed because the water value was corroded, this information was documented, and the reason was provided at the time of the delivery.
  On January 22, 2021, Ms. Norwood applied for credit, which was approved with the condition that it would be added to her open account.  We confirmed Ms. Norwood signed her contract, acknowledging she read and understood the terms and had made her scheduled payments toward that new account;
  We are unable to honor Ms. Norwood’s request to replace the mattress or update her credit bureau as the information reported is accurate.
  
  Our records show on January 22,
  2021, Ms. Norwood purchased a
  ***** ******* ET queen mattress with a 36-month ************* Plan and a *****
  PS queen box spring with a 36-month ************* Plan, which totaled $695.97
  on invoice 37827178. We confirmed Ms. Norwood signed her invoice and contract acknowledging
  that she financed $673.48 through Conn’s credit (YesMoney) on a Retail
  Installment Contract that generated account *4631. We confirmed Ms. Norwood’s
  mattress and box spring were successfully delivered on January 23, 2021.
  
  We researched Ms. Norwood’s
  service history on her mattress and found:
  
  May 20, 2022- Ms. Norwood contacted us, stating her mattress was sinking in and her box spring was broken. Our records show Ms. Norwood was asked to fill out and return a SIP (Self-Inspection Packet) within 10-days. However, we show Ms. Norwood’s form was not received within the timeframe allowed. Therefore, Ms. Norwood’s service claim was closed on June 5, 2022, due to inactivity.
  October 10, 2022- Ms. Norwood contacted us regarding her mattress and box spring. Again, Ms. Norwood was asked to fill out and return a SIP within 10-days. We show Ms. Norwood’s service claim was again closed due to inactivity on October 24, 2022, as the required documentation was not received.
  October 25, 2022- A new service claim was created for Ms. Norwood’s mattress and box spring. Once Ms. Norwood’s SIP was received, she was assigned to a technician and was scheduled for inspection on November 8, 2022. During Ms. Norwood’s inspection, the technician found the mattress displayed an accumulation of stains and the box spring was completely broken.
  Our records show that on November 11, 2022, Ms. Norwood was notified that the service claim on her mattress and box spring was denied due to improper care and accumulated stains; therefore, we could not authorize an exchange.
  
  After further review, we
  show that Ms. Norwood made another purchase with us on November 17, 2021, on
  invoice 39350753. We confirmed this invoice consisted of an ** high-efficiency
  top load washer and high-efficiency top load electric dryer both with a
  36-month Repair Service Agreement. We confirmed Ms. Norwood’s appliances were
  financed through Conn’s credit (YesMoney) on a Retail Installment Contract with
  a 12-month cash option, which generated account *4632. We show that Ms. Norwood
  opted to have her appliances delivered. Our records show on the day of Ms.
  Norwood’s delivery on November 19, 2021, the delivery team successfully
  installed her dryer. However, they were unable to install the washer due to the
  water valve displaying corrosion. Therefore, Ms. Norwood’s washer was delivered
  as a drop off only and she was made aware to contact a plumber to have the
  valves replaced.
  
  We researched Ms.
  Norwood’s service history on her dryer and found that she contacted us on May
  20, 2022. Ms. Norwood indicated that her dryer was not heating. During Ms.
  Norwood’s inspection on May 27, 2022, the technician recalibrated the control
  board and adjusted the vent tubbing on the back of the unit. As of November 30,
  2022, there are no records on file that reflect Ms. Norwood has attempted to
  contact us regarding a new issue, she has experienced with her dryer.
  
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus