Business Profile

Major Appliance Dealers

Conn's Home Plus

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Complaints

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

Customer Complaints Summary

1,125 total complaints in the last 3 years.
244 complaints closed in the last 12 months.

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

Initial Complaint
Date:10/22/2022
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.
date:12/11/2021 Purchase at conn at 2021 N town East Blvd. Mesquite 75150.This day I pay 300$ for first payment.In January for a Samsung refrigerator which value was $2199.99 continue payment, and all payment made o tine and some mounth I pay more that the regular amount, generally 104 and paid$ 220.Every month call over the phone to pay and realize that instead the amount decreased, was increase and I been hear all the time that is inters. First day the sale rep ,told me was interest free, and I hear all over the conn that they give 1 year free interest and I had been charge all the time with Hight interest,. The payment one should be add as first payment and the sales rep wrote as a down payment. that why apparently. I owe them 3004 and the bill continue high and Hight, plus he adds an insurance saying that because I don't have home/apt insurance, they will collect around 200$ for the amount of payment moths .They reject to removed that insurance. over the phone and till today, oct 22,they continue Chargin which made the bill higher every month even I made more. My purchase should be reflect as a cash option and is appear on conn system as down payment. The sales rep name is Leonel Dias, employee num:*****.store num084, located at and now he is in another store. I asking you to investigate the situation and make them correct the correct price an payment. and refund whatever money was collected extra out the prices .I feel so disappoint that they want to sales and lye to customers .Never missed payment, and every time i call to pay, they record the calls, so you can use our conversation to Analize my complaint feel free to contact me at **********.Hope they remove all the interest money for the bill
thank so much
Business Response
Date: 10/26/2022
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 made a $300.00 payment the day she
purchased the merchandise;
The account was supposed to include the one-year
interest free promotion;
The sales associate added insurance to the
account; and
She would like a refund.
Our investigation reveals that:
Ms. ****** made a $300.00 down-payment;
Ms. ******’s account did not qualify for
Conn’s one-year-no-interest financing promotion;
Due to this being a secured promissory note
and security agreement, the merchandise must be covered by insurance either
through Conn’s or homeowner’s/renter’s insurance; and
The account balance is correct.
According
to our records, Ms. ****** signed a 36-month promissory note and security
agreement on December 11, 2021 and she agreed to pay the minimum monthly
payment of $104.16 which is due on the 22nd of each month.
Ms. ******
paid a $300.00 down-payment on the date of purchase. Please note, accounts are not established on
the date of purchase; therefore, payments to accounts cannot be paid one the
date the purchases are made.
Ms. ******’s
account did qualify for Conn’s 12-month no-interest financing promotion;
therefore, we are unable to add it to the account.
Due to this
being a secured promissory note and security agreement, the merchandise must be
insured with property insurance, either purchased through Conn's or provided by
the customer under their own homeowner's or renter's policy until the contract
is paid in full. In the event the customer has an alternative insurance policy,
they are able to send that policy into our insurance department to receive full
credit if presented within 30 days of the purchase date or prorated if after
this time as long as the declaration pages shows coverage from the date of
purchase to the present date. Additionally, Customers have the Freedom to
Choose; they can purchase Credit Property insurance offered by
Conn’s OR
provide proof of homeowners/renter’s insurance at the time of purchase while in
our stores. Conn’s has no record of Ms. ****** providing proof of homeowner’s
or renter’s insurance; therefore, the property insurance cannot be removed at
this time.
As of October
26, 2022, the payoff amount on Ms. ******’s account is $739.77. 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 appreciates Ms.
****** for bringing her concerns to our attention.

Customer Answer
Date: 10/27/2022
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.]an not satisfy with this response was told by the saler agent that i will have 1 year at not interest on the purchase..plus When I paid never said donw payment,i said first payment to have less to pay on the future.The agent seller lye to me. I feel like not respect for customer, You don't need to lie to make sales. and Don't understand why he put it as a don payment of interest in other location of Conn,any way,that why I purchase the fridge. Lie to customer is not the solution even if the first language is not English, the guy said One year without interest in clear Spanish. That why I purchased.If he did opposite on paper,was not my fault.
Rgds.,
aleida

Regards,


Business Response
Date: 11/16/2022
Ms. ******’s account did qualify for Conn’s 12-month no-interest financing promotion; therefore, we are unable to add it to the account. Conn's provided a copy of Mr. ******'s signed documents with our previous response.
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,

If I have 12 mothns free interest as your responss,why eveey month you charge interes?How this can be added to the rest of the rest of payments? Oe I miss understantand the english answer!

Business Response
Date: 11/29/2022
Ms. ******’s account did not qualify for Conn’s 12-month no-interest financing promotion; therefore, we are unable to add it to the account. Conn's provided a copy of Mr. ******'s signed documents with our previous response.
Initial Complaint
Date:10/21/2022
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.
We paid for a full size bed and received a twin we immediately ask them to come get it on the date of delivery and two months later nothing my bank reimbursed my money to my debit card but 1200 on the credit card has not because they will not come get their products that we being asking them to do now two months ago
Business Response
Date: 10/25/2022
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 full-size bed but received a twin-size bed instead;
2. She contacted us on the same day of delivery to pick up the bed but we still have not picked up the product; and
3. She is requesting to receive a refund.

Our investigation reveals that:
1. Ms. ******** received the correct size bed that is listed on her signed invoice and contract;
2. Ms. ******** contacted us after accepting the bed during the delivery to report that she received the incorrect item. She was reminded that we have a no-return or exchange policy on all furniture items; and
3. We are unable to honor Ms. ********’s request to receive a refund.

Our records show on 8/11/22, Ms. ******** purchased the Frontier Twin Bedroom furniture that consists of four pieces (headboard, footboard, rails, and dresser) which came with a 1-year limited manufacturer’s warranty. We show Ms. ********’s bedroom set was successfully delivered and assembled in good order on 8/12/22.

We researched Ms. ********’s complaint and found that reach out to the delivery department after the delivery was completed stating she received the wrong product. After checking Ms. ********’s invoice, we confirmed that she received the correct models that were listed on her invoice/contract. Ms. ******** was informed that since the bed was assembled and accepted at the time of the delivery, we are unable to authorize a return or exchange as there is no return or exchange policy on all furniture items.

At this time, we are unable to honor Ms. ********’s request to receive a refund. Ms. ******** received the correct models that are listed on her signed invoice and contract. In addition, the bedroom furniture was accepted at the time of the delivery and no issues were reported.

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

Sincerely,

Customer Relations
Conn’s HomePlus
Initial Complaint
Date:10/20/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a new tile floor from Conns. They purchased the flooring from ***** *******. Chris S***** is the Insulation Manager. Conns informed me the floor carried a ten year warranty and one year on installation services. The floor cracked. I took four pictures as instructed and texted them to Conns. I was told to send pictures to ************************. This was on Friday, April 8th. They responded as follows:

Thank you for taking the time to contact us regarding your concerns. We take this matter very seriously and the details have been escalated to one of our experienced Customer Relations team members for review and resolution. This person will reach out to you directly to discuss further and ensure each concern is addressed. We aim to resolve all issues in less than 72 hours, but if it is likely to take longer we will discuss with you in advance. In the meantime, if you have any additional questions or comments please provide additional details by replying to this email or provide us with a number to call you on and the best time to speak to you.

Kind regards,

Customer Relations

Conns stated when I purchased the floor that if any problems did arise, they would either have ***** ******* make the repairs/replacement or they would be responsible. Today is September 28th and there have been no steps taken on the part of Conns to replace the damaged tile in my kitchen. I believe this company wants the installation warranty, which is in effect for only one year to expire. Then, they can say it is not their problem. I paid for product and services. I kept my end of this bargain. I want them to act on this warranty immediately. They refuse to return my calls and therefore leave me no choice but to file this notice.

The location I did business with is on ************ near *** grocery.
Customer Answer
Date: 10/20/2022
Better Business Bureau:

On October 20th @ 1:22 pm. A repair person can out to remove the damaged tile on the kitchen floor and replace. The individual that the problem was caused by the installer. That the installer, laid the floor on top of a large piece of debris. The debris resulted from the tile being cut to fit by the contractor. That it was due to no fault on the homeowner. That a report would be written to notify the company he worked for that the work was poorly performed. During this time, I did not hear from Conn's. No one from their management team contacted me. I was contacted by a telephone rep from Conns stating they needed more time. Whereas, I am grateful for the income achieved. I give no credit to Conns. * ********* *
Initial Complaint
Date:10/19/2022
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.
This complaint stems from the exchange of our original mattress, a Beauty Rest King size mattress purchased from Conn’s Home Plus, Dowlen Rd, Beaumont, TX. in 2019. This mattress which was still under warranty, was evaluated by one of Conn’s contracted representatives and found to be defective, and a credit was issued. We went into the store on Dowlen on 09/07/2022, exchanged the olde mattress and upgraded to an L Class X Firm king Tempurpedic Adapt mattress, and two 9’ Tempurpedic TWXL box springs which were scheduled to be delivered to our home on the following week. After the exchange the remaining balance was: $737.17 which was paid via Visa credit card.
The following week, our mattress and two box springs were delivered, however, they were not the box springs we purchased and twice they have delivered to our residence, the wrong model number and Stearn and Foster box springs, not Tempurpedic. This issue still remains unresolved, and I was informed by the store manager (Gus) that the correct box springs are currently in their store and that it was decided at the corporate level, the delivery manager (Don) and the Customer Relations Manager, who are aware, and that once we brought in the other box springs, they would give us the correct box springs at that time.
I informed the store manager and customer service reps. of my husband’s disability status and difficulties with moving and lifting heavy items, and have notified customer service team @ 877-358-1252 over 15 times since 9/07 of this unresolved customer issue. Each time the representative supposedly takes all of our information, claims that someone will call us within 24 to 48 hours to address, and we never receive a follow-up call.
All we ask is that they will deliver the correct merchandise, and if they are unable to do so, then were are requesting a full refund. Thank you for your time and assistance with addressing these reported concerns/issues.
Best Regards,
P. *******
Business Response
Date: 10/28/2022
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 received an exchange and reselected a king Tempurpedic mattress and two 9” Tempurpedic box springs but we delivered Stern and Foster box springs instead;
2. He was informed by the store manager that the correct box springs are at the store but he would have to bring the current box springs to the store to exchange; and
3. He is requesting to receive the correct box springs.

Our investigation reveals that:
1. Mr. ******* processed his exchange on 9/7/22 and elected a Tempurpedic mattress and two box springs which were delivered on 9/9/22. He contacted us on 9/15/22, stating that he received the incorrect box springs. We show an exchange was approved and the new box springs were delivered on 9/19/22;
2. Mr. ******* was made aware that the box springs he received are the correct model. However; as a gesture of goodwill, he was made aware that we would agree to issue an exchange if he returned the current box springs and pick up the new ones from the store; and
3. Mr. ******* received the correct box springs that are listed on his invoice.

We researched Mr. *******’s complaint and found on 9/7/22, he was approved for an exchange to replace his mattress and box springs. We show Mr. ******* initiated his approved exchange that same day by selecting a Tempurpedic Adapt King mattress and two Tempurpedic 9” TWXL box springs. We show Mr. *******’s new mattress and box springs were successfully delivered on 9/9/22.

After further review, we show on 9/25/22 Mr. ******* reached out to his local Conn’s stating that he received the incorrect box springs. Mr. ******* stated that he purchased Tempurpedic box springs but received Stern and Foster box springs. We show an exchange was submitted that same day and the Tempurpedic box springs were scheduled for delivery on 9/19/22. We show the box springs were successfully delivered, however, Mr. ******* contacted us after the delivery to report that the box springs were still incorrect. After reviewing the invoice and photos taken at the time of the delivery, we show Mr. ******* was contacted and informed that the box springs he received were the correct models. Mr. ******* also verified that the model numbers for both box springs matched the model numbers on his invoice.

In an attempt to resolve Mr. *******’s concerns, we offered him the option to return both box springs to his local Conn’s and pick up new box springs that we had available in store but he declined to take the box springs to the store to process an exchange.

We attempted to contact Mr. ******* on 10/20/22 and 1024/22 to gather further details but were unsuccessful. Although we are unable to honor Mr. *******’s request to deliver new box springs since we show the correct models were received, we ask that Mr. ******* please provide photos of the law tag and model number on the box springs to further review his concerns. Once we have received and reviewed the photos, we will be able to determine what further action may be required.

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: 11/21/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.
The issue with Conn's home plus have not been resolved at this time. Conn's home plus still have our box spring Pempurpedic, and will not deliver it to our residents. This issue has went on much too long.

Regards,

Business Response
Date: 11/22/2022
At this time, we are unable to honor Mr. *******’s request to deliver new box springs since we show the correct models were received, we ask that Mr. ******* please provide photos of the law tag and model number on the box springs to further review his concerns. Once we have received and reviewed the photos, we will be able to determine what further action may be required.
Initial Complaint
Date:10/16/2022
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.
Conns Credit has my Loan. I called and requested multiple times for a payoff amount and never got a returned call back. The customer service experiance has been horrible from store to customer service. After multiple calls I finaly got to speak with a rep who informed me that my payoff period has ended. I was floored and suprised. How can my payoff period be over when I was never informed of the payoff amount nor told that I had a pay off period ending. I told her I was never made aware of the pay off amount nor that I had an ending period. She told me that my representative in the store failed to let me know that he placed me on a 1 year payoff period with zero interest and that period had ended. She also told me that I had already paid the equivalent of the original loan amount in the payments I had already made, and that if the zero interest was in place I would owe nothing on the account. I asked her to escalate this and have a supervisor call me to resolve this and adjust my account to paid in full status. I waited several weeks & again never recieved a call. After Conns failed to call me back again to resolve my issuie, I called again the week of 10/15/2022 & spoke yet to another agent. This agent told me they have opened a ticket to get my pay off issue resolved. At this point I do not have any faith that Conns upper managment will call me back as they have failed multiple times putting me in this situation with misinformation from the sale of the product to customer service. To make matters worst Conns placed a late mark on the account that I was waiting for a supervisor call back. I held off on payment to confirm the account paid in full but paid it when I recieved no call back. I am reaching out to BBB to help me resolve this concern with Conns. My resolution is to remove any late mark from my credit & then adjust my account to zero interest balance paid in full or inform me the balance to pay it in full, at zero interest, which is what I was set up on.
Business Response
Date: 10/26/2022
Conn Appliances, Inc.
(“Conn’s”) appreciates the opportunity to respond to the concerns Mr. ***** has
regarding account ********* and *********. 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. Aguwa’s 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 requested a payoff quote several times,
but never got a call back;
He was not aware the one-year promotion had
ended; and
He would like a correction to his credit
report.
Our investigation reveals
that:
Mr. ***** called Conn’s IVR system several
times and received payoff quotes on both accounts;
The one-year no financing promotions were
voided due to payments not being made timely; and
The accounts are reporting correctly to the
credit reporting agencies.
According
to our records, Mr. ***** signed a 36-month promissory note and security agreement
on September 6, 2020. The agreement created account ********* and he agreed to
pay the minimum monthly payment of $164.63 which is due on the 21st of each month. The account is past due from October 21, 2022.
On April
25, 2021, Mr. ***** signed a second 36-month promissory note and security agreement.
The agreement created account ********* and he agreed to pay the minimum
monthly payment of $193.68 which is due on the 25th of each
month. The account is past due from
October 25, 2022.
The
accounts included Conn’s 12-month no-interest financing promotion (cash-option).
Per the terms of Mr. Aguwa’s signed cash-option addendums, the cash-option will
be void if the minimum monthly payments are not paid within 10-days of each
month’s due date, or the total cash-option balances are not paid within 10-days
of the expiration dates.
The cash-option
on account ********* was void on July 1, 2021 due to payments not being made
timely. The cash-option on account ********* was void on June 4, 2021 due to
payments not being made timely.
Conn’s
respectfully disagrees that Mr. ***** was unable to obtain payoff quotes on the
accounts as he called Conn’s IVR system several times and received payoff quotes
for each account.
Conn’s is
obligated to report factual information to the credit reporting agencies, and
we are unable to remove any delinquent credit marks that have been assessed on
the accounts due to payments not being made timely. We have included a copy of
Mr. Aguwa’s signed documents and payment histories for his records.
Conn’s appreciates Mr.
***** for bringing his concerns to our attention.
Initial Complaint
Date:10/10/2022
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 opened an account in May 2019, in July 2022 I paid the account in full and the account was paid off and closed. In the months of August and September 2022, Conns reported late payments to the Credit Bureau causing a great impact on my credit score. I've been in contact with Conns to resolve the issue for 2 months now and the issue is still not resolved. Conns have acknowledged their error and have told me numerous times it would be corrected with the Credit Bureau which it has not been.
Business Response
Date: 10/19/2022
Conn Appliances, Inc. (“Conn’s”)
appreciates the opportunity to respond to the concerns Mr. Lewis has regarding
account(s) *****4270. 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. Lewis’ 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. Lewis stated in the
complaint that:
Delinquent credit marks were assessed on the account in error; and
He would like a correction to his credit report.
Our investigation reveals that:
Delinquent credit marks were assessed on the account in error; and
Conn’s has processed a manual AUD to update the credit reporting.
According to our records, Mr. Lewis signed a 36-month promissory note
and security agreement on May 15, 2019. He paid the account balance in full on July 29, 2022.

Delinquent
credit marks were assessed on the account in error. Conn’s has processed a manual
AUD in order to remove the delinquent credit marks and update the account with the
credit reporting agencies. We ask that Mr. Lewis please allow the credit reporting
agencies 30-45 days to update their records. We have included a copy of the manual AUD as verification that the
corrections have been processed.

Conn’s
appreciates Mr. Lewis for bringing his concerns to our attention and apologizes
for any inconvenience he experienced due to this matter.
Initial Complaint
Date:10/09/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Bought new appliances, delivery crew crew broke brick steps going up to front door. Sent pictures of the steps along with the broken pieces still in front. They have drug this out a month in a half with me having to call weekly but no one has tried to fix issue.
Business Response
Date: 10/19/2022
Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to Mr. ****’s concerns. We have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mr. **** may contact Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252 or online at www.conns.com.?

Mr. **** stated in the complaint that:
1. During his delivery, the delivery team caused damages to his residence, and he has sent photos of the alleged damage, but nothing has been done; and
2. He is requesting repair.

Our investigation reveals that:
1. Mr. ****’s appliances were delivered on September 4th, and he contacted us on September 7th, to report damages. We show Mr. **** provides images of the damages but has failed to provide the video footage he states would prove the delivery team caused the damages; and
2. At this time, we are unable to honor Mr. ****’s request

Our records show on September 2, 2022, Mr. **** purchased a Samsung French door refrigerator, a Samsung dishwasher, a Samsung electric range, and accessories. Mr. ****’s appliances were delivered on September 4, 2022, as requested. Mr. ****’s signed his delivery receipt acknowledging, that his merchandise was received in good order.

We researched Mr. ****’s concerns and found that he contacted us on September 7, 2022 (3-days) after receiving delivery and reported damages to his residence that was caused during his delivery. We confirmed incident ticket ******* was created that same day. Our records show that we have spoken with Mr. **** on several occasions regarding this matter. Mr. **** has provided images of the alleged damages caused. However, Mr. **** has not provided the video footage he indicated would confirm the delivery team caused the damages.

At this time, we are unable to honor Mr. ****’s request for repairs. We ask that Mr. **** provide us with the requested documentation (video footage) to assist further. Mr. **** may send the documentation to the following email address [email protected].

Sincerely,

Customer Relations
Conn’s HomePlus
Customer Answer
Date: 10/19/2022
Better Business Bureau:

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

I contacted the sales person who gave the company number. It was Labor Day and I waited til next business day to file claim. When I filed the claim their insurance company assured they would fix it. I submitted requested pictures and a month later after me calling weekly they ask for video. I have sent a request for video company to retrieve it because on my end it doesn’t allow that far back.
the damage is obviously a certain width to match their products, bricks still laying there. There have been no other deliveries made her in over 10 years. They are welcome to come look at damage and I will even let them look in my house to see no other items could of caused it. They can even look at appliances and see the marks from the steps.
I have tried to work with them but they aren’t doing the same. My next recourse is too file a lawsuit which I am trying not to.
if they refuse to help resolve situation can they proved names of people and company (they contracted) so they can be added.

Regards,

Business Response
Date: 10/19/2022
At this time, we are unable to honor Mr. ****’s request for repairs. We ask that Mr. **** provide us with the requested documentation (video footage) to assist further. Mr. **** may send the documentation to the following email address [email protected]. Once the requested documentation is received, we will be able to determine what action is required.
Customer Answer
Date: 10/19/2022
Better Business Bureau:

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

I responded about the delay for clarity delivered Saturday allied in their message says closed on weekend. Monday was a holiday, so I called Tuesday which is next business day. I have exhausted all avenues to peacefully resolve and will now proceed to small claims court since Conns does not honor their word. I just need the name of the contracted delivery company because the contractor wouldn’t provide it when I filed the police report. Since Conns hired them they are both liable.

Regards,

Business Response
Date: 10/28/2022
Since our previous response, we show Mr. **** has been contacted and advised that the delivery company (TopHat) is requesting to receive a copy of the video footage in order to move forward with a claim. Since the damages were not reported in a timely manner, the delivery company is unable to verify when or how the damages may have occurred. Once Mr. **** has provided the requested documents, we will be able to move forward with a damage claim.
Initial Complaint
Date:10/07/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I started financing a washer machine from Conn’s home plus yesterday, October 6th, 2022… Delivery was about 2:45/3:00PM on October 7th, 2022 (Today) when the delivery drivers showed up they unplugged the washer machine electrically and tried to disconnect the old cold water hose that puts cold water into the washer but stated that they couldn’t get the old hose off and didn’t want to break the water pipe… so they put the new hose on for the hot water and left the old one for the cold water and turned back on the water to start up the washer. When they turned the water back on my wall with the piping started flooding my floors. They proceeded to claim I had a clog in the pipe that drains the water out of the washer and that it was leaking in my wall, not long after they said they couldn’t do anything more for me and left. I took the wall panel off and checked it out myself and the pipe to the cold water valve was snapped clean in half (the same one they claimed they were going to leave alone so they don’t break it) mind you my house was fine previously, my washer was old and I wanted a new one…. I sat on the phone with 30 to 45 min. With a man named Oliver. Oliver proceeded to tell me that they should’ve never touched anything when it came to disconnect in the washing machine because they are not plumbers and are not certified. Oliver also told me that he was going to be making a report and somebody would be getting back to me within an hour and here it is 10 o’clock at night and I have yet to hear from anybody and I am still left with a leaking pipe. What floors a hole in my wall and now I have to leave the water turned off to my entire house until I can get it fixed. Which means I cannot cook, shower, nor wash the clothes with the washing machine that I just purchased from this company. I need someone to pay for the damages to my house and to compensate for the incredible inconvenience that this has caused. Even though I bought the supplies to fix it,it didn’t work
Business Response
Date: 10/19/2022
Conn's HomePlus ("Conn’s”) appreciates the opportunity to respond to Ms. ******’s concerns. We have over a 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. When her washer was delivered, the delivery team could not disconnect her old hose from the wall, so they used them to connect to the new washer. However, when they turn the washer on, it caused the pipping in the walls to flood her floors;
2. She was informed that she would be contacted within an hour, but she was never contacted; and
3. She is requesting to receive compensation for the damages.

Our investigation reveals that:
1. Ms. ****** contacted us after the delivery was completed to report that the delivery team broke the pipe and flooded her home. An incident ticket was created the same day to review the damage claim;
2. Ms. ****** was made aware that she would be contacted within 24-48 business hours regarding her claim;
3. A damage claim has been submitted to investigate, and Ms. ****** has been contacted with her adjuster's information.

Our records show on 10/6/22, Ms. ****** purchased a Samsung washer with a 1-year limited manufacturer’s warranty. Ms. ******’s washer was delivered on 10/7/22.

We researched Ms. ******’s complaint and found she contacted us after the delivery, stating the delivery team broke her pipe when attempting to remove the old hose from her and flooded her home. We show an incident ticket was created the same day, and Ms. ****** was informed she would be contacted within 24-48 business hours. We confirmed the claim was received, and the process began investigating the damages and cause. Ms. ****** was contacted on 10/11/22 and updated on the process; she was provided the claim adjuster’s direct contact information. Once the claim has been thoroughly reviewed, Ms. ****** will be contacted regarding any possible compensation.

We sincerely apologize for any inconvenience Ms. ****** experienced during this process.

Conn’s HomePlus values Ms. ****** as a customer and we appreciate her for bringing this matter to our attention.

Sincerely,

Customer Relations
Conn’s HomePlus
Initial Complaint
Date:10/07/2022
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.
8/7/22 #************* Store 084 Salesman ****** I purchased a Hadley day bed, mattress, and grey chest. Before I purchased them, I asked the salesman was he sure they were in stock because I needed then right away for my son because he was coming to stay with me on 8/10 because I was having major surgery and needed a bed/ dresser. On 8/8 the delivery guys came to my house to deliver the items. They told me they had bad news, saying some of the parts were missing for the bed…they would let the warehousing know…someone would call back to deliver the parts before my surgery. No one called and never showed back up. My son had to sleep uncomfortably on a leather sofa for multiple days. I sent my son to Conn’s before the 30 days limit for a refund to let them know I wanted a refund. Someone said they would left the manager and salesperson know because the salesperson would be in charge. I sent my son again. A manager gave him a number to the warehouse ( ************.) Alex, the manager said she would email my info to the manager at Conn’s. No help no phone call back. I went myself. Jorge ******* called them. They told him it was past the 30 days. Yet, I complained, saying my son came there before the 30 days, and we kept getting the run around. The person speaking to the manager said they would have to write the ticket up as a new one to get my refund. He gave me his name. He wrote my number down and said he would call me once the new ticket was made to get my refund. I called him back 3 times. A lady named Angelica said she would make sure he called me back. It didn’t happen. I went back again. He said they said no refund even after their promise and not returning my calls and lying. I need my money refunded back and these items removed from my home right away. No one, I mean no one called me ever from the beginning. I have all the documentation even the emails because the manager George allowed me to take pictures. This company is not reliable and highly dishonest.
Business Response
Date: 10/21/2022
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 daybed but when the item was delivered, the team was unable to assemble the bed due to missing parts. She advised that they would return before she had surgery but was never contacted;
2. She requested to receive a refund before the 30-day timeframe but was given the runaround between the store and the delivery department; and
3. She is requesting to receive a refund.

Our investigation reveals that:
1. Ms. ********’s was delivered on 8/8/22. However, upon assembling the bed, we found screws were missing and needed to be ordered. We had to order the missing parts from the manufacturer which would be shipped directly to Ms. ********;
2. Ms. ******** was reminded that Conn’s has a no-return or exchange policy on all furniture; and
3. We agreed to issue a refund for the bed

Our records show on 8/7/22, Ms. ******** purchased a Hadley Ivory Day bed, a Quincy Firm Twin mattress, and a “sold as is” clearance model Dove Manor Chest which was scheduled for delivery on 8/8/22.

We researched Ms. ********’s complaint and found that during the delivery, the team was unable to complete the assembly of the bed due to screws for the side rails. We show incident ticket 1395653 was created for the missing screws however, the screws were not immediately available and needed to be ordered through the manufacturer.

After further research, we show Ms. ******** reached back out to us on 8/18/22, stating that her bed has still not been assembled. Ms. ******** was informed that we have the missing screws and can send the delivery team back out to complete the assembly, but she stated that she no longer wanted the bed and requested to receive a refund. Ms. ******** was informed that although we were unable to authorize a refund, we can return to assemble the bed.

In an attempt to resolve Ms. ********’s concern, we spoke with her on 10/19/22 and offered the option to return the bed for a refund. However, Ms. ******** requested to return all items and receive a full refund. Although we are unable to honor Ms. ********’s request to return all items since the chest was purchased as a “sold as is” clearance model, we are willing to return the bed and unopened mattress. Once we have received the bed and mattress, we can process the refund back to Ms. ********’s Visa card used at the time of purchase.

Conn’s HomePlus values Ms. ******** as a customer and we appreciate her for bringing this matter to our attention.

Sincerely,

Customer Relations
Conn’s HomePlus
Customer Answer
Date: 11/01/2022
[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.

I still have not received my refund for the purchase and the furniture was picked up last Thursday morning on October 27th, 2022. I am not satisfied and do not agree with the end results and disputing them. George *******, the manager at Conn’s told me I would be receiving a full refund of $1748,03. The pick up guys told me and wrote in their notes that all parts had been delivered and nothing was missing. I also have 2 recordings of both saying the guys did not put the bed together when they delivered it because they did not know how to do so. Therefore, they lied to me and the delivery store saying parts were missing and this occurs frequently. I spoke with a Dyeisha ******** at 346-762-3846 and told her I expected a full refund. She got highly belligerent and told me she would only refund me part of the delivery back of $82.40 in which I stated I do not agree and would speak to someone higher up because the delivery guys lied and did not know how to set the bed up. I am not responsible for their lack of assembling parts of a bed. My Visa debit card still has not been credited back of $1,000 nor have I gotten the other funds credited back to my Discover card. I am not responsible for the fuel charge nor the delivery of $169.00 because of their delivery guys lack of skills. Plus, my son has to go to Conn’s twice. I had to go there as well 3 times to get action taken. This has been a horrible experience and very unprofessional for a business. Dyeisha ******** said I was responsible for the delivery of the tiny chest in which I told her I could have put it in my Pathfinder. I expect to be credited back the delivery charges and the gas surcharges because I had to visit Conn’s over 3 times and my son twice to get this issue settled and I still have not been refunded my money for the purchases.
Initial Complaint
Date:10/07/2022
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.
In all of my years being an consumer I have never been disrespect and treated less than human during my experience with Conns.

I came in the store that's located on ***** **** ****** to put a TV I wanted on layaway in the month of August 2022. I specifically told the store man I didn't want the base model ******* * *** but the mid model which is a ***. I put the TV on layaway and paid it off on September 29th 2022.

When they brought out the TV I looked at the box and it was the wrong model. When I told the store manager it wasn't the right model, all the store employees got into a huddle and then told me "there's nothing they can do" I said there's no way to exchange the model. They said no. I told them to call corporate and the answer was they have to wait to what needs to be said. I then ask for a refund and I was told no for that as well. I cal*** corporate myself later that day and was told from the customer support that I can get a refund but have to work out the arrangements with the store manager. Waited an hour on the phone to be transferred to a manager and once connected with one, was told there can't be a refund.

Moving forward until Oct 7 there has been no refund. I have alerted my bank that this is a theft case because I don't want anything from conns except my refund.
Business Response
Date: 10/19/2022
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. At the time of purchase, he informed his sales representative that he did not want the base model ******* **** but the mid-model **. However, when he went to pick up the TV, he found it was the incorrect model;
2. He requested to have the TV exchanged or receive a refund but was informed nothing could be done; and
3. He is requesting to receive a refund

Our investigation reveals that:
1. After paying off the remaining balance owed on his layaway purchase, Mr. ****** mention that the TV he received was incorrect during the exit interview process;
2. Mr. ****** was given the option to pay the price difference to receive the model he stated he originally wanted to purchase but did not want to pay any additional fee; and
3. Although there is typically a cancellation fee; we have agreed to waive the fee and issue a full refund as a gesture of goodwill.

Our records show on 8/16/22, Mr. ****** elected to purchase a Samsung 65” **** TV *************** through our layaway process totaling $1082.49. We confirmed Mr. ****** put a $200 down payment with cash and an additional $108 on a **** ****, leaving his remaining balance owed of $774.49.

We researched Mr. ******* complaint and found that he returned to pay the remaining balance owed on his layaway and pick up his television on 9/30/22. Based on the store representative, after paying off the remaining balance Mr. ****** was able to inspect his TV and no issues were reported. However, after conducting the exit interview with the manager, Mr. ****** mentioned that the TV was the incorrect model. At that time, Mr. ****** was asked to show them the model he wanted to purchase, and he provided model number ************* which was $300 more than the TV listed on his layaway purchase. Mr. ****** was informed that we could exchange the TV for the new model, however; he would be responsible for the price difference, but he declined to pay the difference and left the store.

After further review, we show Mr. ****** returned to the store the following day (10/1/22), requesting to receive a refund, and stated that he already ***** a fraud dispute with his bank. Mr. ****** was informed that since he ***** a fraud dispute with his bank, we were unable to process a refund at that time and would proceed with the fraud claim once it was received.

Our records show we have not received a fraud or chargeback claim regarding Mr. ******* purchase. Therefore, in an attempt to resolve this matter, we have agreed to waive the cancellation fee and issue a full refund. We show Mr. ****** was contacted on 10/18/22 and informed to return to his local Conn’s to process the partial refund back to his **** **** and
the remaining balance that was paid with cash would be issued in the form of a check. Mr. ****** mentioned that he would visit his local Conn’s on 10/19/2022 to process the refund.

We sincerely apologize for any inconvenience Mr. ****** experienced during this process.

Conn’s HomePlus values Mr. ****** as a customer and we appreciate her for bringing this matter to our attention.

Sincerely,

Customer Relations
Conn’s HomePlus
Customer Answer
Date: 10/20/2022
[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.

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