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:11/06/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. I ordered an LG washer WM3600HWA and LG dryer DLE3600W on 10/25/22. I paid $1,049.99 per unit.
  2. I was also told the Conn's would credit me on my cc if the price was reduced. All I would need to to was call back within 30 days of my purchase.
  3. My online lady also changed my GE universal hose on this 10/25/22 order to rubber hoses. I asked SPECIFICALLY for steel mesh braided washer hoses only.
  4. The washer and dryer were delivered on 11/2/22 WITHOUT the washer hoses, dryer duct and clamps and dryer electrical cord. I am looking straight at my order and these 3 items have always been on my order.
  5. The delivery guys called the warehouse and the lady said there was a glitch in their computer.
  6. She said Conn's would deliver these items on 11/3/22. I never received a tracking number like she said I would. I called back and was told they would deliver on 11/4/22.
  7. I had tracking, but no one ever delivered the 3 items on 11/4/22.
  8. Then, I called back to schedule again was told they would be delivered on 11/6/22. So, I called and cancelled the 3 items because that is too long. We need a washer/dryer.
  9. We have an elderly mother with us, so we had the washer/dryer installed with a charge of $120.00
  I have been called, emailed, and texted excessively all day since I cancelled the 3 accessories.
  I have yet to find any employee that can credit my credit card for the price reduction of the product.
  I have been promised a 10% off ESETDB, Price matching to Costco at $1599.99, $100 credit for all of my excessive trouble, and a refund of $120 for money I had to spend to get the washer/dryer working.
  I have spent up to 5.6 hours now on hold with the different Conn's employee.
  
  I have been called all day long and texted all day long since 11/4/22

  Business Response

  Date: 11/10/2022

  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 ordered an LG washer and dryer and paid $1049.99 per unit;
  The online representative changed her GE universal hose;
  The accessories were not delivered during her initial delivery and was informed that delivery would be rescheduled to November 4th, but no one showed up;
  She contacted us to have the accessories canceled and to have the price reduced on her appliance, but was unable to get with anyone to have the credit processed;
  She is requesting a billing adjustment.
  
  Our investigation reveals that: 
  Ms. *****’s washer and dryer were originally $1049.99; however, she received a 10% discount at the time of purchase and both items were reduced in price to $944.99;
  We respectfully disagree that the eComm representative changed the model numbers on Ms. *****’s invoice. We confirmed Ms. *****’s invoice(s) were placed through our online portal and the accessories models on each invoice are the same;
  During Ms. *****’s initial delivery, the accessories were not received, and she was rescheduled for installation on November 4th. However, she was contacted that day and advised due to the weather we were unable to complete the installation, and her appointment would be again rescheduled;
  On November 6th, Ms. ***** was advised the accessories were canceled from her invoice, the price guarantee was honored, and the concession offered by delivery was refunded to her original payment method used;
  We are unable to honor Ms. *****’s request for a billing adjustment. We confirmed all approved discounts/concession have been processed.
  
  Our records show on October
  21, 2022, Ms. *****  placed an online
  order that consisted of an LG high-efficiency top load washer model WT7405CW and
  high-efficiency top load electric dryer model DLE7400WE, with the washer and
  dryer accessories models (PM14X10002 , WX09X10020 , and PM8X73  on invoice 40761547. However, Ms. *****
  contacted us on October 25, 2022, and requested to have her purchase canceled
  to reselect different washer and dryer models.
  
  We researched Ms. *****’s
  concerns and found that she placed her new online order on October 25, 2022, an
  LG high-efficiency front load washer model WM3600HWA and front load electric
  dryer model DLE3600W, along with the washer and dryer accessories (PM14X10002, WX09X10020,
  and PM8X73) on invoice ********. Our records show that Ms. ***** received a 10%
  discount on the washer and dryer selected. We confirmed the models selected
  were retailed at $1049.99 each and once the discount was applied, Ms. *****
  received both washer and dryer were reduced to $944.99. We show that Ms. *****
  elected to have her appliances delivered.
  
  On November 2, 2022, Ms. *****’s
  washer and dryer were received. However, the delivery team was unable to
  install and setup the appliances due to the accessories (connections) were not
  available. Therefore, the installation of Ms. *****’s appliances was
  rescheduled to October 4, 2022. On this day, we show Ms. ***** was contacted
  and informed due to the weather, the delivery team was unable to return to her residence
  to complete the installation. Ms. ***** advised the representative and she
  understood and would reschedule her appointment. Due to the delay, Ms. *****
  was offered and accepted a $100 concession for the inconvenience caused.
  
  After further review, we show
  that Ms. ***** contacted us on November 6, 2022, requesting to have the
  accessories canceled from her invoice and refunded as the installation of her
  appliances were completed by someone other than Conn’s HomePlus. Also, Ms.
  ***** inquired about a price match on her appliances. Our records show that Ms.
  ***** was advised that the accessories were successfully canceled from her
  invoice and a credit of $92.53 was processed. Ms. ***** was also informed that
  the price match of $799.99 was approved processed along with the $100 concession
  offered by delivery. Ms. ***** was informed that a total refund of $514.71 was applied
  to her original payment method.
  
  At this time, we are unable
  to honor Ms. *****’s request for a billing adjustment. There are no records on
  file that reflect Ms. ***** was offered or promised a refund of $120. We
  confirmed all discounts/concession were applied back to Ms. *****’s original
  payment method. Ms. ***** receive a total refund of $514.71 for the accessories,
  price match, and delivery concession.
  
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

  Customer Answer

  Date: 11/15/2022

  [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:11/02/2022

  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.

  I have an entry on the Credit Report from Conns that is time barred and no longer collectable pursuant to State law.
  When I called and spoke with someone about this account, I spoke with Soyi ***** ID number ****** on August 9, 2022 at 558 pm Mountain Daylight TIme who informed me that no account from Conns existed with my name and Social Security Number.
  I then spoke to Gilbert ******** ID number ****** at 800 am Mountain Daylight Time and he told that no account was found under my first and last name or social security number.
  I was then transferred to another department who told me that I did have an account that generate with the same information that I had given to the previous two employees listed above.
  
  I then called the credit department and spoke with 8 individuals from the credit department, who transferred me to someone else in the same department, who then transferred me to the E commerce Department. I then ended the call, and immediately called back and was transferred by the credit department who transferred me to the fraud department, who then transferred me to the servicing department, who then transferred me to the collections who then wanted to transfer me to another department at which time I ended the phone call.
  
  This level of customer service is horrendous and the amount of transfers that I went through is obscene.
  The misinformation provided to me by one person versus the other person is mind boggling.

  Business Response

  Date: 11/03/2022

  Conn Appliances, Inc.
  (“Conn’s”) appreciates the opportunity to respond to the concerns Mr.
  ********** has regarding account *****5930. We have a more than 130-year
  history of quality customer service and satisfaction, and I would not want
  anything to impair that record. Our contact information is located on Mr.
  ************ retail installment contract or promissory note and security
  agreement, invoice, coupon book, and welcome letter. As a reminder, he may
  contact Conn’s regarding questions about the purchase by calling our Customer
  Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.  
  
  Mr. ********** stated in the
  complaint that:
  He believes the account is no longer collatable;
  
  He was transferred to several departments;
  and
  He would like a correction to his credit
  report.  
  

  Our investigation reveals
  that:
  Conn’s has not contacted Mr. ********** for
  collections;
  Mr. ********** spoke with three agents in
  August 2022; and
  The account is reporting correctly to the
  credit reporting agencies.
  

  According
  to our records, Mr. ********** signed a 30-month retail installment contract on
  January 5, 2016 and he agreed to pay the minimum monthly payment of $114.12
  which was due on the 27th of each month. The account charged off on
  October 31, 2016 due to payments not being made timely.
  

  Conn’s is
  obligated to report factual information to the credit reporting agencies, and we
  are unable to remove the account from Mr. ************ credit report.  Please note, the account will report as
  charged off for seven years from the charged off date.  We have included a copy of Mr. Fitzgerald’s
  signed documents for his records.
  

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

• Initial Complaint

  Date:10/27/2022

  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.

  Back in July 2022, I called about getting someone out to repair our couch. They gave us a date for them to look at our couch to determine the damage. They showed up a week prior to the date we agreed upon and with no one being home they rescheduled to a couple weeks later. They showed up and we were told he was going to contact us on the date they were going to come and repair it. It’s been almost 3 months since then and I have called several times and received attitude about my situation. I called again and explained what’s been going on and they scheduled a date for next month to repair it. I called and told them it couldn’t wait because I have family coming from out of town and our couch has been broken for several months. The other part of our couch is breaking from us using it more since the one side is broken and they got someone to come out and look at the couch Tuesday the 25th. I was told on the phone that they were coming to repair it, so again, nobody is telling me the right information. So he looks over the couch and says that Conns was supposed to send a spring board, however when the first guy came, he said he’d have to just go to Lowe’s and get the materials to repair the couch. He said nothing about a spring board. So the gentleman came out and flipped our couch to check the damage to the bottom of it and our 5ft by 4ft heavy mirror was knocked out of the wall, pulling one of the anchors and nail out leaving a hole in the wall. We are not able to put this mirror back up on our wall. So not only has our couch not been repaired, they caused damage to our wall. I’m beyond mad and at this rate, I want to get rid of this couch and get a new one. They’re making this extremely difficult because they have to have the warrenty people say we can swap it out. I should not be having to wait for almost 3 months for someone to repair our furniture and the fact that they damaged my wall while they were here.
  WE ALSO RENT THIS HOUSE.

  Business Response

  Date: 11/02/2022

  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. ******** stated in the complaint:
  1. In July she contacted us to have her couch inspected and we showed up a week prior to her scheduled appointment, and no one was home;
  2. She was advised over the phone that we were coming out to repair the unit;
  3. She is requesting an exchange and a compensation due to wall damage.
  
  Our investigation reveals that:
  1. On July 11th, we were contacted, and service was requested. Mr. ******** was scheduled for service on August 2nd, but he was not home. Therefore, a new appointment was later scheduled for September 4th, but again Mr. ******** was not available, and his service claim was closed;
  2. Mr. ******** was advised was made aware that the initial visit is to determine the issue caused to merchandise and determine if parts are needed;
  3. We are unable to honor Mrs. ********’s request.
  
  Thank you for the opportunity to respond to Mrs. ********’s complaint. We show that Mrs. ********’s concerns are regarding a purchase associated with Daniel ********. Our records show on November 16, 2020, Mr. ******** purchased a Style Line Olympus LSF arm sofa and RSF sochottoman both with a 36-month Furnituregard Plan. We confirmed Mr. ********’s items were delivered on November 22, 2020.
  
  Conn’s Return & Exchange Policy states No Returns & Exchanges on furniture, mattresses, décor & accessories unless inspected by a Conn’s Service Technician and found to have a manufacturer’s defect. 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://www.conns.com/terms-and-conditions/returns-and-exchange.
  
  We researched the service history and found:
  
  · June 14, 2021- We were contacted regarding Mr. ********’s LAF arm sofa. We were advised the frame was broken. Our records show that Mr. ******** was asked to fill out and return a SIP (Self-Inspection Packet) within 10-days. However, we show the requested documentation (SIP) was not received within the approved time frame allowed. Therefore, Mr. ********’s service claim was closed on July 1, 2021, due to inactivity.
  · July 11, 2022- We were contacted regarding Mr. ********’s LAF arm sofa and advised the frame was broken. We show a technician was assigned to inspect Mr. ********’s sofa and scheduled for inspection on August 2, 2022, but he was not home. On August 6, 2022, correspondence was sent to Mr. ******** inquiring if service was still needed, which we were advised yes. Therefore, the technician was reassigned, and Mr.
  ******** was scheduled for inspection on September 4, 2022, but again he was not home, and the service claim was closed.
  · October 7, 2022- A new claim was open for Mr. ********’s LAF arm sofa, and he was scheduled for inspection on October 25, 2022. During the inspection, the technician found the LAF section frame was broken where the springs clip on, the board was broken in half, and it also separated away from the back frame. We confirmed the technician placed a part order with the manufacturer on October 28, 2022. We are currently pending parts, and once the parts arrive Mr. ******** will be contacted to schedule a date to have repairs completed.
  
  Regarding Mrs. ********’s claims that the technician caused damage to her wall, we respectful disagree. We have spoken with the technician that inspected the sofa on October 25, 2022, and he indicated that Mr. ******** removed the mirror from the wall prior to the sofa being thoroughly inspected by the technician
  
  At this time, we are unable to honor Mrs. ********’s request to authorize an exchange or compensation for the alleged wall damages. We confirmed parts have been ordered. We ask that Mrs. ******** allow time for the parts to be received.
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

• Initial Complaint

  Date:10/27/2022

  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.

  I purchased a couch and dining table from Conns in ***** ******* ****** They delivered part of the three piece couch but have not delivered the remaining pieces because they claim to have lost them. They did not give me the couch I agreed to and signed off on. The dining room chairs snd table are broken and they refuse to repair. They refuse to take back the products. I’ve been asking for this to be corrected for 16 days. Now I want to cancel the order and they will not. They took my money but have not given me the product. Pictured is the only piece of the couch they gave me. You can see that the attachment for piece two is on the couch but they have not given me the piece because they lost it. I want them to take back the partial couch they gave me and refund me.

  Business Response

  Date: 11/02/2022

  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*************** ** ****** ** *************** 
  
  Mr. **** stated in the complaint: 
  He purchased a dinette and couch from us, but only part of the couch was delivered and have not delivered the remaining pieces due to being lost;
  The dinette chairs he received are broken and we refuse to render repairs;
  He is requesting to have the couch received returned and issued a refund.
  
  Our investigation reveals that: 
  On the day of Mr. ****** initial delivery on October 14th, he received the dinette set and sofa in good order. However, Mr. **** refused the armless loveseat and *** *** ***** due to a manufacturer’s defect. Therefore, Mr. ****** delivery was rescheduled;
  As of November 2nd, there are no records on file that reflect Mr. **** has attempted to contact us to request service or report any issue that he has experienced with his dinette chairs;
  As of October 27th, the armless loveseat was successfully delivered. However, Mr. **** refused the *** *** ***** and as of November 2nd, the wedge has been successfully canceled from his invoice and a credit of $757.74 was applied to his account.
  
  Our records show on October
  12, 2022, Mr. **** purchased a ****** ********* ***** *********** *** that
  consisted of three pieces **** ***** ******* ********* *** *** *** *****) and a
  ***** **** ****** ******* *** that consisted of seven pieces (table and six
  chairs). We confirmed Mr. ****** living-room set was purchased as a floor model
  as-is. Mr. **** elected to have his merchandise delivered.
  
  Conn’s Return & Exchange
  Policy states No Returns & Exchanges on furniture, mattresses, décor &
  accessories unless inspected by a Conn’s Service Technician and found to have a
  manufacturer’s defect.  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 **************************************************************** 
  
  We researched Mr. ******
  complaint and found on the day of his scheduled delivery on October 14, 2022,
  he accepted the sofa and dinette set in good order but refused the armless
  loveseat and *** *** ***** due to a manufacturer’s defect. Therefore, Mr.
  ****** delivery was rescheduled to October 16, 2022. Our records show during
  this delivery attempt, Mr. **** again refused the armless loveseat and RSF end
  wedge indicating the items were not what he ordered. Again, Mr. ****** delivery
  was rescheduled to October 27, 2022. We show Mr. **** accepted the armless
  loveseat; however, he refused the *** *** ***** due to the unit not fitting the
  space acquired. As of November 2, 2022, the *** *** ***** has been successfully
  canceled from Mr. ****** invoice and a credit of $757.74 was processed to his
  Conn’s account *****.
  
  After further review of Mr.
  ****** concerns, we were unable to find where he has attempted to contact us
  regarding any issue, he has experienced with his ****** ******* **** If Mr.
  **** would like to have his chairs assessed by a technician, we ask that he
  contact our service department at 1-800-643-8085. Once Mr. ****** dinette
  chairs have been inspected and we have the technician’s report, we will be able
  to determine what further action is required.
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

  Business Response

  Date: 11/17/2022

  Thank you for the opportunity to respond to Mr. ****' additional concerns. Since our previous response, our records show we returned to pick up the ***** *** ***** ***** ******* ********* *** *** ******* **** ***** on 11/12/22 and processed the credit of $1374.79 to Mr. ****' account. We ask to allow 5-7 business days for the credit to reflect on the account. 
  

  Customer Answer

  Date: 11/17/2022

  [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:10/25/2022

  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.

  I bought a TV from Conn's in Sept. 24 . I gave it to my son for his birthday on Oct. 6. When we took it out of the box it was broken I took it back to the store that day. ( They have a 14 day return policy.) . They said they would repair it and sent a Samsung repair man a week later. He said the damage was not covered by warranty. So they said they would send their repair man a week later. He came and said he would have to order parts for it. Then came back yesterday to fix then realized the screen had a crack in it. And said it could not be repaired. Now they are saying they will not exchange it or refund my money. So I am stuck with a $400.00 TV that has never worked.

  Business Response

  Date: 10/31/2022

  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 *************.? 
  
  Ms. ****** stated
  in the complaint: 
  On September 24th she purchased and television and when the unit was unpackaged on October 6th, it was discovered the unit was damaged. Therefore, she contacted us and advised her that the television needed to be inspected;
  A repairman was sent out a week later and advised her the damages were not covered by warranty; and
  She is requesting to have her television exchanged.
  
  Our investigation reveals that: 
  On October 6th, Ms. ****** visited her local Conn’s HomePlus store to report an issue, with her television. We show Ms. ****** was informed that the unit would need to be inspected, but she refused to setup a service call;
  On October 18th, the technician inspected Ms. ******’s television and found parts needed to be replaced. On October 24th, the technician installed a new VSS board and mainboard and when he tested the unit, it was discovered the unit displayed accidental damages. Based on the accidental damages, Ms. ****** was informed the damages were not covered under the terms of her manufacturer’s warranty; and
  We are unable to honor Ms. ******’s request for an exchange.
  
  Our records show on September
  24, 2022, Ms. ****** purchased a Samsung 55” TU7000 4k UHD TV that came with a
  limited 1-year manufacturer’s warranty. We show Ms. ****** declined to purchase
  additional coverage (RSA) through Conn’s HomePlus. We confirmed Ms. ******
  elected to pick up her television from her local Conn’s HomePlus.
  
  Conn’s Return & Exchange Policy states 14 days from
  the date the item is received for electronics, electronics accessories,
  computers & computer accessories. 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://*************/terms-and-conditions/returns-and-exchange.
  
  We researched Ms. ******’s dispute and found that she
  contacted us on October 12, 2022 (18-days) after receiving her television,
  stating the unit would not turn on and requested a replacement. Ms. ****** was
  made aware that her television would need to be inspected by a technician to
  determine if parts were needed or if the unit needed to have parts replaced. We
  confirmed Ms. ****** was scheduled for inspection on October 18, 2022, and
  during the inspection, the technician found mainboard and VSS board were
  damaged and needed to be replaced. On October 24, 2022, the technician returned
  to Ms. ******’s residence and installed the new mainboard and VSS board. After
  the parts were installed, the technician was able to turn the television on and
  discovered the unit displayed accidental damage that resulted in a cracked
  screen. Based on the finding, the technician advised Ms. ****** that the
  repairs were no longer covered due to the accidental damages an removed the new
  VSS board and mainboard to see back to the service center.
  
  At this time, we are unable to honor Ms. ******’s
  request to authorize an exchange. The damages that have been found with Ms.
  ******’s television is not covered under the terms and conditions of her
  manufacturer’s warranty. 
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

  Customer Answer

  Date: 11/01/2022

  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,
  
  
  
  lLet me stat by saying this TV was broken when you sold it to me . I bought it on Sept.24 and gave it to my son for his birthday on Oct. 6 that was the first time i took it out of the box. They did open the box before i left the store to make sure all the accessories were  in the box, And check to see if the screen was cracked. The crack in the screen was in a corner that was covered by foam which was never removed . No one pluged it in to see if it worked. The repair man(Martin M ) Conn's sent out to fix the TV stated that the damage only being on the inside with no damage to the outside could not have been caused by the customer and with no power to the TV the small crack in the screen would not have been noticed. I did take the TV back to the store 0n Oct. 6 where the store manager did inspect the TV and saw the damage to the power plug , But refused to let me return or exchange it , And said i would have to get it fixed under the manufactures warranty. she called and scheduled them to come out. not me. All i want from you is what i paid for a TV that works. if you can not do that then refund my money. I will state again this TV was broken when you sold it to me.

  
  
   

  
  

  Business Response

  Date: 11/10/2022

  Thank you for the opportunity to respond to Ms. ******'s additional comments. We confirmed Ms. ******'s television was inspected and the time of purchase on September 24th. Ms. ****** contacted us on October 12th (18-days) after receiving her television, stating the unit would not turn on. Due to the problem description the technician inspected Ms. ******'s television; by removing the back of the unit and found the mainboard and VSS board were damaged and needed to be replaced. The technician returned to Ms. ******'s residence and installed the parts and turned on the unit, where he found the screen displayed accidental damage that resulted in a crack screen. Due to the technician discovery. Ms. ****** was informed the repairs were no longer covered. 
  
  Once again, we are unable to honor Ms. ******'s request to authorize a return or exchange. The damages that have been found with Ms. ******’s television is not covered under the terms and conditions of her manufacturer’s warranty. 

  Customer Answer

  Date: 11/17/2022

  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,
  
  
  
  
    The TV was not plugged in before I left the store with it and the foam covering the crack in the screen was not removed before I left the store. And I tried to exchange the TV at the store on October 6 and the manager would not let me. Not October 12 as they said. The TV was broken when I bought it I tried to return it within the 14 day return policy and they would not let me.
  

  Business Response

  Date: 11/30/2022

  We are unable to honor Ms. ******'s request to authorize a return or exchange. The damages that have been found with Ms. ******’s television is not covered under the terms and conditions of her manufacturer’s warranty. 

  Customer Answer

  Date: 12/01/2022

  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,
  
  
  
  This TV was broken when you sold it to me. It is illegal to represent a product as new and undamaged when it is broken. If you will not exchange it or refund my money I will have to take legal action against Conn's.  Thank you.
  
   
  

  Business Response

  Date: 12/07/2022

  We respectfully deny that we sold Ms. ****** a damaged TV. As mentioned in our previous response, Ms. ****** was allowed to inspected her television at the time of purchase on September 24th and no damages were found or reported. Once the TV has been inspected at the store, we are unable to verify when or how the damages may have occurred after the item has left our facilities. Ms. ****** did not contact us until October 12th (18-days) after receiving her television.
  
  Once again, we are unable to honor Ms. ******'s request to authorize a return or exchange. The damages that have been found with Ms. ******’s television is not covered under the terms and conditions of her manufacturer’s warranty.

• Initial Complaint

  Date:10/25/2022

  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.

  I purchased my refrigerator this Christmas will be 2 years I've been having problems with it so I've had the person come out and and work on it it's supposed to be a brand new refrigerator it's a tight that has all the digital stuff where you can watch TV and listen to the radio and stuff like that on the side so it's expensive refrigerator it has 10-year warranty on it but I didn't know it but I purchased a 3-year warranty on it so when I call them this month a last month to come out and fix it they can only give me this month that they can come and do it so my refrigerator stopped working last month but the technician can come out this month when he came out he said that I need to have it pulled out *** he's not going to do it so he left they gave me another date my son is on the road I only have two small children and it's just me so when he came I pulled it out try to get it out *** I didn't want him to come and see it's not out and turn around and leave again I hurt my back doing that when he came in and he looked at it he said that something was wrong with my floor I said nothing wrong with the floor this man pushing almost 300 pounds he jumping up and down on my floor and I told him big as you is I said you haven't fell through the floor there's nothing wrong with my floor I think he just didn't want to work on it so he had me take the stuff out of the the freezer I did and then he got down there and looked on it he ordered four items and then it took about 2 months or 3 months for it to come when it came I called them and told them to send me another technician out because he was very combative with me and that he didn't help me anyway I needed somebody that's going to help me with this refrigerator so when he came when he came I told him that they were sending me another technician so later that day he called me and said that his boss said for him to pick up what he ordered Western making a sense to me because I know that the technician need this stuff to fix the refrigerator so the refrigerator the refrigerator is still not fixed so Monday the new technician supposed to came I called them found out there was nobody coming I call them today and found out they still was nobody coming but he also said that the floor has sunk until the refrigerator had made the floor sunk into the floor which made no sense because there's nothing wrong with my floor so I just hung up from them I was on the phone with you talking to you when I was talking to them this is my complaint I paid for the refrigerator in full I got warranties on it I didn't have anybody to come out and help me I had to do it myself I injured my back trying to pull that heavy refrigerator out by myself and he said ***** ***** he wasn't going to do it so I didn't want him coming back out here *** like I said he was very combative with me and they said they were going to send a new repair person out they did they lied he lied to them and told them that the refrigerator had something to the floor I'm sending a picture to them so they can see there's nothing wrong with my floor that's a complaint I would never never buy anything from cons again but I need some help if you can help me I really appreciate it because that's wrong I have children I have to fix food that I can't even put put food in the refrigerator I already throwed a bunch of food away I'm buying food everyday to feed my kids it's very expensive and they act like they don't really care about it they tell me they're going to get me some help but when they don't call me I call them and then I get to run around so I need somebody to help me if they can thank you PS do not do not buy anything from Conn's Plus they have the worst customer service ever all I wanted them to do is to fix my refrigerator and they keep giving me the runaround now I want my money back and they can have the refrigerator

  Business Response

  Date: 10/31/2022

  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: 
  She purchased a refrigerator two years ago and have been experiencing issues with the unit;
  She contacted in September and had to wait until October to have a technician inspect her refrigerator; and
  She is requesting a refund.
  
  Our investigation reveals that: 
  On September 18, 2020, Ms. ******** refrigerator was successfully delivered. We show that she first contacted us to report an issue with her refrigerator on June 4, 2021;
  On September 23, 2022, she contacted us for service and on September 28, 2022, the technician advised Ms. ****** that he was unable to properly diagnose the refrigerator as it needed to be pulled away from the wall; and
  We are unable to honor Ms. ******** request to authorize a refund.
  
  Our records show on August
  22, 2020, Ms. ****** purchased a ******* French door refrigerator with a
  36-month Repair Service Agreement. We confirmed Ms. ******** refrigerator was
  delivered on September 18, 2020.
  
  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 ****************************************************************
  
  We researched Ms. ******** service history and found:
  
  June 4, 2021- Ms. ****** contacted us, stating the unit was over freezing. On June 7, 2021, the technician inspected Ms. ******** refrigerator and found the unit was being overloaded and was causing a blockage from the freezer compartment
  August 15, 2021- Ms. ****** contacted us, stating the unit needs a filter. On August 18, 2021, the technician inspected Ms. ******** refrigerator and found the water filter was clogged and causing lack of airflow. Ms. ****** was made aware the filter needed to be replaced and flush the cartridge.
  August 20, 2021- Ms. ****** contacted us, stating the freezer was not freezing and leaking water. On August 23, 2021, the technician inspected Ms. ******** refrigerator and found the water filer holder assembly was cracked and needed to be replaced. On August 30, 2021, the technician installed a new water filter housing and advised Ms. ****** to contact a plumber to replace the cracked water shutoff under sink that was discovered.
  May 29, 2022- Ms. ****** contacted us, stating her refrigerator was making noise and the icemaker was not working. On June 3, 2022, the technician inspected Ms. ******** refrigerator and found the unit was leaning 5-10 degrees due to soft (rotten) flooring. He also indicated that he was unable to check rear of the refrigerator for clogged vents due to severe liability issues. The technician informed Ms. ****** that her refrigerator was severely overloaded, which caused the ice to buildup around the freezer door. Based on the findings, Ms. ****** was advised to remove some of the food to stop the overload to help assist with having better airflow.
  September 23, 2022, Ms. ****** contacted us again, stating her refrigerator was not cooling. On September 28, 2022, the technician was unable to properly diagnose Ms. ******** refrigerator, as the unit needed to be moved. We show the technician advised Ms. ****** that the unit must be moved for proper inspection and that she was rescheduled for the following day. On September 30, 2022, the technician along with assistance from a ******* technician found the main PCB, damper, freezer door shaft was all defective and needed to be replaced. On October 21, 2022, we contacted Ms. ****** regarding the parts needed and to schedule an appointment to have the parts installed. However, reviewing the photos that were provided by the technician, Ms. ****** was informed that we were unable to come back out her residence due to liability, as her flooring was weakened, the refrigerator was shown to be leaning to the side, sinking in the floor, and the front legs were also were sinking in the flooring.
  
  At this time, we are unable to honor Ms. ********
  request to authorize a refund. Due to the current conditions of Ms. ********
  home, we are unable to successfully repair her refrigerator.
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

• Initial Complaint

  Date:10/25/2022

  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.

  I purchased an ottoman at the ********* ***** on 10/22/22. The manager Josh told us the ottoman was $399 then when we went to buy it he said he didn’t have his glasses on and it was $599. While wrapping it up we noticed a leg was broken and he said we could just turn it (which wasn’t the case) we did get 10% off. When we got it home there were roaches under the stickers of the bottom and a pull on the top. I immediately called the store to say I wanted to return it. I have called the store, called corporate, emailed and they say no returns. There was no sign or anything on my receipt that said no returns. I don’t want another piece of furniture from this store. I want my money back.

  Business Response

  Date: 10/28/2022

  Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to Ms. ****** concerns. We have over 130-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. **** may contact Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252 or online at www.conns.com.?
  
  Ms. **** stated in the complaint:
  1. She purchased an ottoman and was initially told the item was $399 but during the purchase, she was informed the item was $599;
  2. When she got home she found a roach under the sticker on the bottom of the unit and a pull on the top and immediately called the store to return it but was informed she could not return the item; and
  3. She is requesting to return the ottoman and receive a full refund.
  
  Our investigation reveals that:
  1. We respectfully deny Ms. **** was informed the ottoman purchased retailed for $399. In addition, the model numbers and prices are listed on all display tags;
  2. At the time of purchase, Ms. **** was able to inspect her ottoman before packaging the item and did not report any insects being found. She contacted us later that same day to return the item and was reminded that we have a no return or exchange on all furniture;
  3. We are unable to honor Ms. ****** request to return the ottoman for a refund.
  
  
  Our records show on 10/22/22, Ms. **** purchased a floor model ******* ****** **** ottoman which comes with a 1-year limited manufacturer’s warranty. Ms. **** was given the option to inspect the ottoman before being wrapped. We show at the time of inspection, the leg on the ottoman was found damaged therefore, Ms. **** was offered and accepted a 10% concession of $65.56 which was processed back to her **** **** used at the time of purchase. We confirmed Ms. ****** ottoman was wrapped in packaging and she took the item from her local Conn’s that same day.
  
  We researched Ms. ****** complaint and found that she contacted us later that same day, stating that after unwrapping the ottoman at home she found a roach under the sticker and a pull on the top fabric of the item. Ms. **** was informed that since no issues were reported at the time of pickup, we are unable to authorize a return as we have a no-return or exchange policy on all floor models and furniture items. Ms. ***** requested to return the item stating that she never signed any documents regarding the return and exchange policy. Ms. ****s was reminded that our return and exchange policy is displayed inside all our Conn’s locations as well as this information can be found on our website at ****************************************************************
  
  After further review of Ms. ****** complaint, we were able to confirm that she reached out directly to her local store regarding her ottoman and was offered the option to receive an exchange as a gesture of goodwill. However; Ms. **** declined the exchange and request to return the ottoman for a full refund.
  
  Although we are unable to honor Ms. ****** request to return her ottoman for a refund, we are still willing to issue an exchange as a goodwill gesture.
  
  Conn’s HomePlus values Ms. **** as a customer and appreciates her for bringing this matter to our attention.
  
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

• Initial Complaint

  Date:10/24/2022

  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.

  On 07/20/2018 I entered into a 36 month, 30.85% contract with Conns home plus, during the course of my contract I requested 5 "one month extension". I requested a copy of both my contract and loan ledger, which states my maturity date is 10/27/2022 however I have a Payoff Amount of $1,453.47. I'm not sure how a $177.75 last due payment would be able to complete the payoff amount. I contacted customer service on 10/10/2022 that stated it appears that my balance payoff amount is incorrect and requested a balance review and stated someone would call me. I never received a call. On 10/12/2022, I contacted the payment dept requesting if a balance review had been completed and was told yes, the remaining amount is due to interest. However, I was very confused on how I owed additional interest when it had been calculated into a monthly payment amount due, I was transferred to customer service, and then transferred to a manager that I requested we go line by line for an explanation on where the money I paid was being distributed, we made it 9 transactions down when she was unable to explain why every bit of my payment was going towards interest, and stated that it appeared to be applied incorrectly, when I question why multiple payments had all been applied directly towards interest she stated "I am unable to explain that, I will need to create a ticket to our internal team and they will contact you." I was never contacted. I reached out on 10/17 and was told I received an email with the resolution, however I did not. I was told again that a ticket request will be put in for the internal team to contact me. Much to my surprise I was never contacted. I called again today, 10/24/2022, and was told yet again the only solution they have is to put in another ticket, send me a loan ledger or request a balance review (all which have been done previously without resolution) However she was sure to inform me that my payoff was still $1453.47. I need to know where my money went to!!!

  Business Response

  Date: 11/03/2022

  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. *******’ 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 signed a 36-month contract;
  She requested five one-month deferments;
  and
  She believes her account balance is incorrect.
  
  

  Our investigation reveals that:
  Ms. ******* signed a 36-month promissory
  note and security agreement;
  Five regular deferments were placed on the account;
  however, additional deferments **** ****** ** *** ******* *** ** *****;
  and
  The account balance is correct.  
  

  According
  to our records, Ms. ******* signed a 36-month promissory note and security
  agreement on July 20, 2018 and she agreed to pay the minimum monthly payment of
  $177.75 which is due on the 27th of each month.
  

  Ms. *******
  accepted five deferments on the account to assist in bringing the account
  current; however, additional deferments **** ******* ** *** ******* *** ** *****.  The additional deferments
  extended the term from 36-months to 51-months.
  

  The new maturity
  date on Ms. ********* account is June 27, 2023.
  

  Conn’s has
  included a copy of Ms. ********* signed documents and payment history for her
  records.
  

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

• Initial Complaint

  Date:10/24/2022

  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.

  I purchased a new 75" television December 2021. When I purchased the TV I was sold a $400 warranty to make sure it was protected by the sales man. Now my TV has failed and Conns has been out 3 times replacing every part of the tv and it still won't work. Now we are 5 weeks in, they want me to contact ******* directly and schedule with their technicians to see if they can fix it. So I am paying for a 75" paper weight that sits in my living room and continue to have to take off from work because they don't want to replace the TV. I have accommodated all their request given them ample opportunity and now told to contact the manufacturer after paying them for a warranty.

  Business Response

  Date: 10/28/2022

  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. His TV failed and we have sent a technician out three separate times but the item still has not been repaired;
  2. He was told to contact the manufacturer for further repairs on his TV; and
  3. He is requesting to receive an exchange.
  
  Our investigation reveals that:
  1. Mr. ********* television was initially inspected on 10/6/22 and we found parts were needed. We returned to install the parts on 10/11/22. However; we confirmed additional parts were needed which were installed on 10/18/22 but did not successfully repair the item;
  2. After our last service attempt Mr. ******** request an exchange but was advised that since his television is currently covered under the first year's manufacturer warranty, we would need to proceed with service under their advisement; and
  3. As of 10/26/22, Mr. ********* television has been approved for an exchange up to the original purchase price.
  
  
  Our records show on 12/5/21, Mr. ******** purchased a ******* 75” *** **** TV and elected to purchase a 48-month Repair Service Agreement Plan. Mr. ******** elected to take his television from his local Conn’s that same day and sign his invoice acknowledging the item was received in good order.
  
  We researched Mr. ********* complaint and found that he contacted us on 10/4/22, stating that his television will not turn on. A service inspection was scheduled for 10/6/22. During the inspection, the technician the power board needed to be replaced. Once the part was received, Mr. ******** was scheduled for installation on 10/11/22. After installing the part, the technician found that additional parts were needed. We show the parts were delivered to Mr. ********* residence on 10/14/22 and he was scheduled for installation on 10/18/22. Upon installation, the technician reported that the TV was still not working. While at Mr. ********* home, the technician contacted the manufacturer to submit a claim to review for an exchange. However; we were advised by the manufacturer to continue with the repairs and order additional parts.
  
  After further review, our records show we reached out to the manufacturer on 10/21/22 to submit another claim for a possible exchange. Mr. ******** was provided *** **** ****** ************ and informed that once the claim reviews were completed by the manufacturer, we would be able to determine what further actions are required. We confirmed that the manufacturer approved an exchange up to the original purchase price on 10/26/22.
  
  Mr. ******** may visit his local Conn’s to initiate the exchange. Since the original television was picked up from the store, Mr. ******** will need to bring his current television into the store to process the exchange.
  
  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

• Initial Complaint

  Date:10/24/2022

  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 received a promotional offer from them due to being previous customer. I was told free shipping on appliances that were 899.99 and more. This is also stated on website under the shipping where is talks about **** ***** ***** ******** in my state. The offer states that I was eligible for 150 off 599 and up. I went into store and placed order and then they charge me for standard shipping which is 99.99, not *** ***** ***** ********. They then go on to tell me because of the promotion offer for 150 off it made the amount less than 899.99 so I didnt get free shipping. The website does not state this nor do the offer I received. I call to speak with corporate office and they advise that free shipping was in fact for anything 899.99 before any discount applied so even with the offer I should still get **** ***** ***** ******** since the appliance was 899.99 before offer applied. They transfer me to the store, the sales rep tells me she don't know who I am and send me to someone else, I speak to store manager Jerrica who tells me not able to adjust shipping per corporate policy and accuses me of trying to "double dip", so I cancel the store and place new order via website and the **** ***** ***** ******** is applied, I speak to someone about applying 150 off promo received and am told to email offer to them which I do, they say they will contact manager to apply discount to new order, then they tell me they can't apply discount because its in store only coupon. This is insane,I don't want to deal with the store and all I want is to order and get the appliance, with **** ***** ***** ******** and my 150 0ff. I have attached the website info on shipping, its also states **** ***** ***** ******** for my state and nothing indicated about final purchase price having to be over 899.99 or not subject to other discounts or any other exclusions being noted. Just needed to be 899.99 which it was. ***** ******* ********* ** ***** ****** ***** ******* ******** -Online Order

  Business Response

  Date: 10/28/2022

  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 received an offer to receive $150 off the purchase of $599 and we also advertised free delivery for appliances for $899 but when he went to purchase in-store he was charged a $99 delivery fee;
  2. He was informed that the free shipping applies to anything $899 before the discount is applied; and
  3. He is requesting to receive both free delivery and $150 off his purchase.
  
  Our investigation reveals that:
  1. Mr. ****** purchased a refrigerator retailed at $899 which originally met the qualification for free delivery. However; he also elected to advantage of an offer to receive $150 off a purchase of $599 or more which lowered the cost of the refrigerator to $749.99 therefore; the purchase no longer met the qualifications for the free delivery promotion;
  2. Mr. ****** has been made aware on numerous occasions that if the $150 offer lowers the price of the appliance below $899, the purchase would no longer qualify for free delivery; and
  3. We are unable to honor Mr. ******** request to receive both free delivery and $150 off.
  
  Our records show on 10/20/22, Mr. ****** purchased a ********** ****** **** ************ retailed at $899.99 and elected to purchase a 24-month Repair Service Agreement Plan on ******* ********* At that time, Mr. ****** wanted to take advantage of a promotional offer he received to take $150 off the purchase of $599.99 or more. Once the discount was applied, this lowered the retail cost of the refrigerator to $749.99. Mr. ****** was informed that a delivery fee of $99.99 would be applied since the purchase no longer met the qualification to receive free delivery.
  
  We researched Mr. ******** complaint and found that he contacted us on 10/23/22, stating that our website shows we offer free delivery of appliances $899.99 or more but the store would not honor the free delivery. After contacting the local store and reviewing Mr. ******** invoice, he was informed since the discount he received lowered the price of the appliance below $899.99, it would no longer qualify for free delivery. We show Mr. ****** was not satisfied and elected to cancel his order.
  
  After further review, we show Mr. ****** made a new online purchase on ******* ******** for the same refrigerator on 10/24/22. We confirmed the order did qualify to receive Conn’s free delivery, however; Mr. ****** wanted to apply the $150 offer to his online order. Mr. ****** was again informed that the promotional offer he received would lower the cost of the appliance below the free delivery promotional offer, therefore; the purchase would no longer qualify. We show Mr. ****** elected to cancel his online order since we would not honor both the free delivery $150 discount.
  
  Although we are unable to offer free delivery and apply the $150 discount off the current refrigerator Mr. ****** elected, he can still take advantage of both the $150 discount and free delivery as long as once the discount offer is applied it does not lower the retail price of the appliance below $899.99.
  
  
  Conn’s HomePlus values Mr. ****** as a customer and appreciates him for bringing this matter to our attention.
  
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus