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:10/07/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ON 10/06/2022 I WENT TO CONNS AT 2500 W INTERNATIONAL SPEEDWAY BLVD 32114 TO PURCHASE ITEMS. I HAD GIFT CARDS THAT WERE ACTIVATED FOR CERTAIN AMOUNTS TO USE FOR A PURCHASE, THE GIFT CARDS EXPIRE ON 10/23/2022. THE STAFF ENTERED THE CARDS TO PAY FOR THE PURCHASE AND THEY SAID THAT THE CARDS WERE INVALID. I PURCHASED THOUSANDS OF DOLLARS OF MERCHANDISE FROM THIS COMPANY IN THE LAST FEW MONTHS. I HAVE USED OTHER GIFT CARDS THAT WERE GIVEN ME BY CONNS AND THEY WERE ACCEPTED. I JUST WANT THIS ISSUE RESOLVED SO I CAN USE THESE GIFT CARDS BEFORE THEY EXPIRE. THANK YOU

  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. He received gift cards but when he attempted to use the card, he was informed the cards were invalid;
  2. He is requesting a store credit.
  
  Our investigation reveals that:
  1. When Mr. ********* attempted to use the gift cards on October 6th, the gift cards were registering as invalid; which caused a delay with his purchase;
  2. We are unable to honor Mr. *********’s request for a store credit.
  
  Thank you for the opportunity to respond to Mr. *********’s concerns. Our records show that he contacted us on October 5, 2022, asking if the gift cards he previously received were activated. Mr. ********* was advised to visit his local Conn’s store to proceed with the use of his gift cards. On October 6, 2022, Mr. ********* contacted us again, stating that he attempted to use his three gift cards, but the sales associate received an error code indicating the cards were invalid. Based on this information, we contacted his local Conn’s HomePlus and educated them on the new gift card procedure. Once this was completed, Mr. ********* was contacted and made aware that he could return to his local Conn’s to proceed with his purchase.
  
  Our records show that Mr. ********* initiated his purchase on October 7, 2022, on invoice 40707993. Mr. *********’s invoice consisted of three Steve Silver Chandler 24” center stools that he elected to pick up.
  
  At this time, we are unable to honor Mr. *********’s request to authorize a store credit. We confirmed Mr. ********* was able to successfully use his gift cards on October 7, 2022.
  
  Conn’s values Mr. ********* as a customer, and we appreciate him for bringing his concerns to our attention. We also like to extend our sincerest apologies for the inconvenience Mr. ********* has experienced during this time.
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

• Initial Complaint

  Date:10/06/2022

  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.

  Conns Account Number *********  On 16 August 2022, I had an online chat conversation with a representative from Conn's Home Plus by the name of Kelly. During this conversation, a payment of $117.78 was made in which they were going to be taking two payments and applying to the balance for a deferment. The payment was made. I was advised that the next payment would be due on 19 September 2022.
  
  My credit report is now showing that I am 30+ days past due for the month of September. I have attempted to call and have this addressed on 10 September 2022 when I called and had a 44 minute long phone conversation with an agent. At that point in time we were advised this was resolved.
  
  It has been made abundantly clear to me that they have no intentions of resolving things the proper way. I attempted to get this resolved before credit reporting was done; however, they failed to follow through on their actions.
  
  I have attached the conversation that I had with them on August 16, 2022. I attempted to get them to email me the conversation, but they indicated that they do not have it the ability to send it. That I could make a copy of it when we were done.

  Business Response

  Date: 10/19/2022

  Conn
  Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the
  concerns you have regarding account(s) ********. 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 your
  retail installment contract or promissory note and security agreement,
  invoice, coupon book, and welcome letter. As a reminder, you may contact Conn’s
  regarding questions about your purchase by calling our Customer Service
  Helpdesk at 1-877-358-1252, or on-line at www.conns.com.  
  
  
  You
  have stated in your complaint that:
  You accepted deferments on
  your account;
  The deferments were not
  processed;
  You would like the
  deferments processed; and
  You would like your credit
  report updated.
  

  Our
  investigation reveals that:
  You accepted a deferment
  offer on your account;
  Due to a manual error, the
  deferments were not processed;
  Conn’s has processed the
  deferments on your account; and
  Conn’s has processed a manual
  AUD to update the account with the credit reporting agencies.  
  

  According to our records, you signed a 36-month
  promissory note and security agreement on March 20, 2021 and you agreed to pay
  the minimum monthly payment of $121.99 which is due on the 19th of
  each month.
  

  On August 16, 2021, you chatted with an
  agent regarding the past due status of the account.  The agent extended the option to defer
  payments on the account to assist you in bringing the account current.
  

  Due to a manual error, the deferments were
  not processed.
  

  Conn’s has processed the deferments on the
  account. The next payment due date is October 19, 2022.  Additionally, Conn’s has processed a manual
  AUD in order to update the account with the credit reporting agencies. We ask that
  you please allow 30-45 days for the credit reporting agencies to update their
  records.  We have included a copy of your
  signed documents and manual AUD for your records.  
  

  Conn’s
  appreciates you for bringing your concerns to our attention and apologizes for
  any inconvenience you experienced due to this matter.

• Initial Complaint

  Date:10/06/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Oder via online, furniture was missing instructions and parts. Called over a month to finally speak to someone who can help. Way more to it but basically got the runaround over a month. James who I assume was the district manager, ask for a second chance. He also failed. Just want to give everything back and they won’t let me. Very very poor customer service. I’m a veteran and on a tight budget. They could careless, they wanted to sell me more stuff!!

  Business Response

  Date: 10/16/2022

  Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to Mr. ****’s concerns. We have a more than 130-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mr. **** may contact Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252 or online at www.conns.com.?
  
  Mr. **** stated in the complaint:
  1. He ordered furniture online, but parts were missing the instruction and parts, and he was given the runaround for a month; and
  2. He is requesting to be contacted
  
  Our investigation reveals that:
  1. Mr. ****’s bed was delivered on 8/26/22 and he contacted us on 9/3/22 stating that the hardware and instructions were missing. Due to the length in time reported, he was directed to contact the service department for repairs; and
  2. We have been in contact with Mr. **** and a mutual agreement has been reached.
  
  
  Our records show 8/22/22, Mr. **** made a online purchase which included a Grey Queen Platform bed, an Aurora Plush Queen mattress, and a Samsung 65” TV. We show Mr. ****’s mattress and TV was purchased directly from Conn’s which was delivered in good order on 8/25/22. However, the platform bed was purchased through our vendor selection which was shipped directly to Mr. **** from the manufacturer on 8/26/22.
  
  We researched Mr. ****’s complaint and found that he contacted us on 9/3/22, stating that he just opened the platform bed and found that the hardware and instructions were missing. Due to the length of time the issue was reported, Mr. **** was instructed to contact our service department to have a technician assess the bed for repairs. We show Mr. **** contacted our service department on 9/12/22 to schedule repairs. We attempted to locate a service provider in Mr. ****’s area but were unsuccessful, therefore; an exchange was approved on 10/4/22 due to the repair delay.
  
  After further review, we show Mr. **** was contacted by management and offered the option to exchange the platform bed that he received from the vendor, for a different bed that we currently have available at Conn’s, and we would deliver and assemble the bed at no additional cost. We show Mr. **** agreed to purchase the Xavier Queen bed which was scheduled for delivery on 10/6/22. However, during the pre-call, Mr. **** stated that he wanted to cancel the delivery and have all items picked up.
  
  In an attempt to resolve Mr. ****’s concerns, we have agreed to honor his request to return all items and cancel the account. Our records show the delivery team returned to pick up the platform bed and mattress on 10/8/22, but the television was not returned. Once we have picked up the television, we will process a full credit of $2016.47 to Mr. ****’s account to close.
  
  
  Conn’s HomePlus values Mr. **** as a customer, and we appreciate him for bringing this matter to our attention.
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

• Initial Complaint

  Date:10/05/2022

  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 purchased a slide in range from them in November 2021, In December 2022, it caught on fire and I called the local conns store to report it. They told me that I would have to contact the insurance department, which I did. Although, it took 7 months from the date of the incident for the insurance company to send the payoff to conns, I thought at that point, that it was taken care of. Since July 2022 that the insurance company sent the pay off check to conns, here I am 3 months later and 3 late payments on my credit report. I have a chain of emails where I have asked them to please remove the remarks from my report and every time its the same response, that they have sent the request to the credit department to have it removed and cleared and nothing ever happens, in fact, now I have more late payments from them on my credit report. They claim that they are having issues posting the payment they received 3 months ago and that's why my account can not be closed. I am tired of reaching out and nothing gets done. the only thing I am asking, is that they pay off and close my account and remove all late payments from my report.

  Business Response

  Date: 10/12/2022

  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 filed an insurance claim;
  The claim has been paid; however, Conn’s
  has not posted the payment to her account;
  She would like the account corrected.
  

  Our investigation reveals that:
  Ms. ******* filed an insurance claim;
  Due to a system issue, Conn’s has been unable
  to process the insurance payment; and
  Conn’s has updated the account in order to
  allow additional time for processing and removed any delinquent credit
  marks that have been assessed on the account due to the issue.
  

  According
  to our records, Ms. ******* signed a 36-month promissory note and security
  agreement on November 8, 2021 and she agreed to pay the minimum monthly payment
  of $104.35 which is due on the 23rd of each month.
  

  Ms. *******
  filed an insurance claim. The claim has been processed; however, due to a
  system issue, Conn’s has been unable to complete the claim process. 
  

  Conn’s has
  updated the account to November 2022 and removed any delinquent credit marks
  that may have been assessed on the account.  
  

  Conn’s is working
  diligently to correct the system issue so we can complete the insurance process.  We have included a copy of Ms. *******’* signed
  documents for her records.
  

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

• Initial Complaint

  Date:10/05/2022

  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 purchase electronics September 2021 and I was told what my minimum balance to satisfy the loan and the payoff date before I would charged fees.
  My balance started with $3087 I made 11 payments of 136.34 as of last month and they the balance is $1713. Not sure how that's correct. I was told someone would be calling me regarding a balance review. Never heard back they say I still owe that amount which is incorrect and now I have made a additional payment and no one is calling me back regarding my issue.

  Business Response

  Date: 10/06/2022

  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 purchase in September 2021;
  She made eleven payments of $136.34; and
  She was told her balance was $1,713 but she
  believes that is incorrect.
  

  Our investigation reveals that:
  Ms. ******* made a purchase in September
  2021;
  She made twelve payments of $136.34;
  however, one payment was returned by her financial institution; and
  The payoff amount Ms. ******* received was
  correct.
  

  According
  to our records, Ms. ******* signed a 36-month promissory note and security
  agreement on September 9, 2021 and she agreed to pay the minimum monthly payment
  of $136.64 which is due on the 22nd of each month.
  

  The account
  included Conn’s 12-month no-interest financing promotion (cash-option). Per the
  terms of the cash-option, the cash-option is void if the minimum monthly payment
  is not paid within 10-days of each month’s due date, or the total cash-option
  price of $3,187.00 is not paid within 10-days of the expiration date of September
  22, 2022.
  

  The
  cash-option on Ms. ********* account was void because the total cash-option
  price of $3187.00 was not paid within 10-days of the expiration date.
  

  Ms. *******
  contacted Conn’s customer service on September 2, 2022 to inquire about the
  payoff amount.  She was informed that the
  payoff amount was $1,713.96. She believed the payoff amount was incorrect. The
  agent Ms. ******* spoke with sent the account for a balance review.  It was determined that the balance was
  correct at that time. Ms. ********* total cash-option price was $3,187.00. She
  paid $1,503.04 in payments.  There was an
  NSF fee of $30.00 for a returned payment.  The payoff equaled $1,713.96. 
  

  As of October
  6, 2022, the payoff amount on Ms. ********* account is $2,482.20. Please note,
  the payoff quote is valid for 10-days. We ask that Ms. ******* contact Conn’s
  billing department for an up-to-date payoff quote if she would like to pay the
  account balance in full.  We have
  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:10/04/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the morning of October 4, 2022 I received a call from an *** ***** ******. The caller said he was calling from Conn's about a past due payment. I told him I just made a payment, but he said this is from a few months ago. I told him I needed to go online to review my payment history because I need to see it for myself. Now I'm suddenly locked out of my online account and I'm being forced to call customer service for anything I need to do. When I tried th* ***** ******** ******** I got a bright red email saying my account is past due and I have to call customer service. I find it strange that all of this is taking place now that I have one payment left. I've signed into my account in the past when there wasn't a payment due (just to check my balance) and there was never a past due notification.

  Business Response

  Date: 10/06/2022

  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 received a call stating her account was
  past due;
  She had made a payment on the account;
  She is unable to access the account online;
  and
  She would like the account corrected.
  

  Our investigation reveals that:
  Ms. ******** received a call stating the
  account was past due;
  There was an error in posting Ms. ********’
  payment;
  Ms. ******** account should be accessible
  through Conn’s online webpay portal; and
  Ms. ********’ account has been corrected.
  

  According
  to our records, Ms. ******** signed a 34-month promissory note and security
  agreement on December 28, 2019 and she agreed to pay the minimum monthly payment
  of $87.64 which I due on the 27th of each month.
  

  On
  September 30, 2022, Ms. ******** made a payment of $87.64 on the account;
  however, there was an error in posting the payment to the account.
  

  Ms. ********
  received a telephone call on October 4, 2022 stating the account was past due
  because of the error in posting the payment.
  

  Conn’s has
  corrected the error and posted the payment to Ms. ********’ account. We have
  included a copy of Ms. ********’ payment history as verification that the
  account has been corrected.
  

  As of October
  6, 2022, the payoff amount on Ms. ********’ account is $38.66 Please note, the
  payoff amount 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 and apologize for any inconvenience
  she experienced due to this matter.
  
  

• Initial Complaint

  Date:10/04/2022

  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 made the purchase on September 20th and paid the full price of $606.18 with our ******* ****** ***** Before the purchase. I asked the sale person, what is the return policy because I do not know if this stool would work for our office. I said would there be a problem for me to return the product if it does not work out. He told me there would be no problem. I said what about the stocking fee, do you charge a stocking fee, he also said no. When I went to pick up the stools and took them back to our office. We took one out and put it next to the table we had, it was too small. We were like, oh, it does not work, we can just return it. I couple of days later, I called the store to see how to return the items. They told me that is not returnable. I was like, what, your salesperson just told me there were no problems in returning it. What do you mean by that because he told me before purchase that I can? What kind of business are you running, lie to customers when asked. I just want to return this item and get our money back on our card. We only open one back and the other is still boxed. We put the other stool right back in the box when it did not work out.

  Business Response

  Date: 10/07/2022

  Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to Mr. *********** concerns. We have a more than 130-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mr. ********* may contact Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252 or online at www.conns.com.?
  
  Mr. ********* stated in the complaint:
  1. At the time of purchase, he inquired about our return and exchange policy as well as any restocking fee and was informed that it would not be a problem to return his items and there would not be a restocking fee. However; he tried to return the items he was told we do not accept returns; and
  2. He is requesting to receive a refund.
  
  Our investigation reveals that:
  1. We respectfully deny that Mr. ********* was informed that he could return the stools purchased as Conn’s has a no-return or exchange policy on all furniture. In addition, our return and exchange policy is displayed inside all of our Conn’s store locations as well as listed on our website at https://www.conns.com/terms-and-conditions/returns-and-exchange; and
  2. We are unable to honor
  
  
  Our records show on 9/20/22, Mr. ********* purchased two ********** *** ******* ****** which come with a 1-year limited manufacturer’s warranty. We show Mr. ********* elected to pick up his stools from the local warehouse that same day.
  
  We researched Mr. *********** complaint and found that he contacted us on 9/30/22 (10-days after pickup), stating that he was informed by his sales representative that if the stools did not work out, he could return the items. We attempted to contact Mr. ********* the following day 10/01/22, to further discuss his concerns but were unsuccessful. We show an email was sent to Mr. ********* that same day reminding him of our return and exchange, and informing him that we were unable to authorize a return.
  
  At this time, we are unable to honor Mr. *********** request to receive a refund. Conn’s has a no-return or exchange policy on all furniture items.
  
  Conn’s HomePlus values Mr. ********* as a customer, and we appreciate him for bringing this matter to our attention.
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

• Initial Complaint

  Date:10/01/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The product (tv) was delivered on 08/05 and was not opened. Upon opening the box on 09/17 it was noticed that the tv was cracked at the bottom right side which distorts the image on the tv along with missing parts (both legs). I made formal complaints with the manager the same day and sent my information via email. I also contacted customer service and was told a ticket had been issued. Upon going through my account I see that another person is listed along with their items and the ticket was issued on their equipment. I called customer service again for them to confirm the wrong ticket was put in and would issue a new one on 09/19. I was told that the person’s equipment would be removed from my account when internal accounts realizes the issue. I sent in my reply for the ticket and I have yet to receive any information or contact regarding this issue. This is a horrifying experience and has caused me great stress.

  Business Response

  Date: 10/04/2022

  Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to Mr. *********** 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. His television was delivered on August 5th and when the unit was opened on September 17th, he discovered the unit was cracked at the bottom and missing the legs;
  2. He contacted customer service regarding his matter and later discovered that the incorrect information was listed;
  3. He is requesting to have his television replaced or returned.
  
  Our investigation reveals that:
  1. On August 5th, Mr. *********** television was delivered as a drop off only as requested and he signed his delivery receipt acknowledging that his merchandise was received in good order;
  2. We confirmed two separate incidents tickets were created on September 19th. ******** ****** ******* was generated for the delivery department to advise of Mr. *********** complaint and ******** ****** ******* was generated to have the provide images of the alleged damages;
  3. We are unable to honor Mr. *********** request to authorize a replacement or return.
  
  Our records show Mr. ********* placed an online order on August 3, 2022 and purchased a ******* 65” 4k UHD smart TV that came with a limited 1-year manufacturer’s warranty. We show Mr. *********** television was delivered as a drop-off only on August 5, 2022. Mr. ********* signed his delivery receipt acknowledging, that his merchandise was received in good order and no damages or issues were reported.
  
  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://www.conns.com/terms-and-conditions/returns-and-exchange.
  
  We researched Mr. *********** concerns and found that he contacted us on September 17, 2022 (43-days) after receiving delivery, stating that he recently opened his television that was previously delivered, and the unit was defective. Due to issues with Mr. *********** television being reported after 24-hours of receiving delivery, he was advised to contact service to have his television inspected. However, no service call was setup. On September 19, 2022, Mr. ********* contacted us again, stating the TV legs were missing and the unit displayed a cracked screen. Therefore, ******** ****** ******* was created and Mr. ********* was asked to provide four images of the alleged damage. Once the photos Mr. ********* provided were received and reviewed, we found the television was moved to a different location from when the unit was
  delivered, and the television showed signs of accidental damage; which resulted in a crack screen and visible point of impact that is consistent with the unit being dropped.
  
  At this time, we are unable to honor Mr. *********** request to render a replacement or authorize a return/refund. Mr. *********** television was delivered on August 5th and due to the time, that elapsed prior to any issue being reported, we are unable to determine when, where, or how the damages could have occurred. In addition, the accidental damages that were discovered with Mr. *********** television is not covered under the terms and conditions of his manufacturer’s warranty.
  
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus
  

• Initial Complaint

  Date:09/30/2022

  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 Samsung washer and dryer in November 2020. It was delivered and was damaged with scratches along the top and sides. The delivery men scratched my new floor also and I didn't notice how badly the washer was damaged until drivers had left my home. I called the Conn's store and they sent some out that day and they inspected it and found more damages and I then asked to exchange it and they said no we will give you $95. Off and I said no, I didn't purchase it from scratch and dent. They finally said they would exchange it and charge me a restocking fee and I said no, come get both and I will shop elsewhere. I had to have a repair man to take care of the scratches before the new appliances arrived. I purchased the most expensive Samsung in the store. The one that offers the double washer and dryer. I have been ignored for two years and I waited because I was trying to give them an opportunity to make it right, I have been a customer for over 20 years. I am seeking damages for $500.

  Business Response

  Date: 10/04/2022

  Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to Ms. ******* concerns. We have a more than 130-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. ***** may contact Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252 or online at www.conns.com.?
  
  Ms. ***** stated in the complaint that:
  1. She purchased a washer and dryer in November 2020 and during the delivery, the delivery team scratched her floors and damaged the washer. We sent someone out who found more damages but only offered her the option to receive a $95 concession or to return with a restocking fee;
  2. She had a repairmen take care of the scratches on her floors but she has been ignored for over two years trying to get this issue resolved; and
  3. She is seeking damages for $500
  
  Our investigation reveals that:
  1. Ms. ******* appliances were delivered in good order on 10/29/2020. However; she contacted us after the delivery was completed to report scratches found on the washer. She was initially offered a damage concession which was refused therefore an exchange was submitted but Ms. ***** requested to return all items. We confirmed the appliances were returned without a restocking fee on 11/08/2020;
  2. A damage claim was opened on Ms. ******* behalf for the damage to the floor. Based on the claim, Ms. ***** stated she paid a repairman $150 to repair her floors and was seeking reimbursement. However; Ms. ***** failed to provide a receipt for the repairs after numerous requests therefore; her claim was denied and closed; and
  3. We are unable to honor Ms. ******* request for $500 in damages.
  
  
  Our records show on 10/01/2020, Ms. ***** purchased a Samsung HE Flex washer and dryer with connection accessories. We show Ms. ******* appliances were delivered and signed acknowledging all items were inspected and received in good order on 10/29/2020 as requested.
  
  We researched Ms. ******* complaint and found that she contacted us after her delivery was completed stating that the delivery team removed the door off of the washer and put it back on but now the door is not closing and the item is scratched up. After reviewing the photos taken at the time of the delivery, we were able to confirm that the washer had minor scratches. We show Ms. ***** was contacted the following day (10/30/2020) and offered a 10% concession to keep the item as is but the offer was rejected therefore, an exchange request was submitted. At that time, Ms. ***** also mentioned that the delivery team damaged her floors when delivering the appliances. We show a damage claim was created with our 3rd party delivery team to start an investigation. Our records show the exchange request was approved, however; Ms. ***** no longer wanted the appliances and requested to return all items. We show the washer and dryer were picked up by our delivery team on 11/08/2020 and Ms. ***** received a full credit of $2914.04 ($216.50 and $2697.54) to her Synchrony Bank account.
  
  After further review, we were able to confirm that Ms. ******* damage claim was opened on 11/05/2020 and she provided her claim number (*****). Based on the claim, Ms. ***** was seeking a $150 reimbursement for repairs she stated she paid to a repairman to complete. However; the claim was denied and closed on 1/25/2021 after numerous attempts were made to request supporting documents for the repairs which were never received. Our records show Ms. ***** did not reach back out to the claim department again until 11/05/2021 and a new claim (*****) was opened for review. Ms. ***** was reminded that the requested documents were never received and again informed that this information was needed to reopen and pursue her claim. However; the claim was denied and closed on 12/08/21 as the requested information was not received.
  
  At this time, we are unable to honor Ms. ******* request for $500 in damages. Ms. ***** failed to provide supporting documents such as a receipt and/or invoice from the repairman in a timely manner to further review her concerns. In addition, Ms. Smith's original damage claim was submitted for the reimbursement amount of $150.
  
  
  Conn’s HomePlus values Mr. ****** as a customer and we appreciate him for bringing his concerns to our attention.
  
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

• Initial Complaint

  Date:09/30/2022

  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 television from Conn’s Sept 2021. In July 2022 I had an issue that the tv would not turn on. This issue was repaired in August. Later in August my tv developed a white spot in the bottom corner.
  
  My first service was cancelled by Conn’s with no notification and I took off work and missed hours to meet the repairman that never arrived. When I called I was informed my appointment was cancelled because I did not provide pictures. This was never requested and I was never contacted about the cancellation.
  
  On 22 September Samsung sent a repairman to assess my tv and decided it as damaged internally. He stated the Conn’s repairman in August had not supported the television correctly leading to the damage.
  
  Samsung and Conn’s will not cover the repair because it is physical damage.
  
  My issue is my tv was damaged by the Conn’s repairman but Conn’s keeps telling me they won’t repair it, won’t let me talk to a supervisor or the person making the choice not to cover my television. Each time I call I am told I will get a call back in 72 hours and I never get a call back.
  
  To add insult to injury the television developed the originally problem from July and will not turn on. They refuse to come back for this issue as well because of the screen issue. At least before the television worked with a distortion in the corner. No I have nothing.
  
  All the call center people are from India and tell me they understand my concerns and get off the phone saying 100% customer satisfaction is their goal yet I am unsatisfied. They understand my concerns but can not do anything for me.
  
  I either want them to repair my tv they damaged free of charge or replace it with a like model and I will pay the difference.

  Business Response

  Date: 10/04/2022

  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. In September 2021, he purchased a television with us, and in July 2022 the unit started to not turn on and was repaired in August;
  2. In August his television developed a white spot and his service was canceled without notification because he did not provide photos of the unit;
  3. On September 22, 2022, the technician inspected his television and indicated the unit displayed internal damage, and that the previous technician did not support the unit correctly; which lead to the damages;
  4. He is requesting to have his television repaired.
  
  Our investigation reveals that:
  1. On July 24, 2022, Mr. ***** contacted us and requested service sue to his television not turning on. We confirmed the unit was inspected on July 26, 2022 and parts were installed on July 30, 2022;
  2. There are no records on file that reflect Mr. ***** contacted us in August. However, on September 1, 2022, Mr. ***** contacted us and requested service. Mr. ***** was asked to provide images of the alleged damages but due to the photos not being received, his service order was canceled on September 6, 2022;
  3. Although, we are unable to validate any verbal communication that may have taken place during Mr. *****’s inspection. We confirmed the technician found Mr. *****’s television displayed accidental damage resulting in a crack screen; which is not covered under the terms of his manufacturer’s warranty;
  4. We are unable to honor Mr. *****’s request to render service.
  
  Our records show on September 22, 2021, Mr. ***** purchased a Samsung 85” Q80TA QLED 4K UHD TV that came with a limited 1-year manufacturer’s warranty. We confirmed Mr. *****’s television was sold as a clearance item as-is at a discounted price. Mr. *****’s television was delivered on September 25, 2021 and received in good order.
  
  Conn’s Return & Exchange Policy states no Returns & Exchanges on floor models and clearance items. * 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 Mr. *****’s service history and found:
  
  · July 24, 2022- Mr. ***** contacted us, stating his television powering off by itself. On July 26, 2022, the technician inspected Mr. *****’s television and found the unit would not turn on occasions and had a high count. Based on the findings, the technician ordered a mainboard, which was installed on July 30, 2022.
  · September 1, 2022- Mr. ***** contacted us, stating there was a white bloom at the bottom left corner and a distorted line across the TV screen. Based on the problem
  description, Mr. ***** was asked to provide triage images of the alleged issue. However, Mr. *****’s service order was closed on September 6, 2022, as no triage image was received.
  · September 14, 2022- a new service order was created for Mr. ***** to inspect his television due to a blank screen. We show Mr. ***** was scheduled with a third-party service technician on September 21, 2022. During the inspection, the technician found Mr. *****’s television displayed accidental damage resulting in a crack screen. On September 26, 2022, Mr. ***** was contacted and made aware the damages found to his television are not covered under the terms of his manufacturer’s warranty, and we were unable to repair the unit.
  
  At this time, we are unable to honor Mr. *****’s request to authorize service. Mr. *****’s television was has been inspected and accidental damages have been discovered, which is not covered under the terms of his warranty coverage.
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus
  

  Customer Answer

  Date: 10/05/2022

  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 have to seriously question Conn's claim of 120 years of quality customer service and satisfaction.  The proof of that is in the quantifiable number of negative remarks on this forum with no resolution.  

  That being said Conn's is impairing that record right now.  I am a customer and I am not satisfied.  I have frequently purchased items from Conn's and have praised them in word of mouth conversations and in online forums.  That word of mouth can quickly change and I will take all of my future business elsewhere.

  In regards to Conn's response.  They acknowledge accidental damage to the screen but do not address the repair methods used by their technician.  This is an 85' television.  Conns sent one repairman for the repair and he did not support my television per Samsung's repair guidelines.  It requires two technicians, using two tables to support the size and weight or it will be damaged.  The third party technician said this was the proper way to repair this television per the manufacturer.  He had my television centered on a couch cushion!

  I question why a third party service center was sent out when I requested service directly through Conns and it took over 3 weeks to get a technician out.  I think Conn's knew they had possibly damaged my television, I received multiple texts and calls about my television from Conn's up until the third party tech came out and then total silence.

  I maintain that I was never notified that I needed to submit pictures for "triage" or I would have provided them.  The same day I was informed after I called to inquire where my technician was I sent in the required photos.  I have email records to show that.  Does Conn's have record that that requested triage pictures prior to cancelling my appointment?

  Conn's has posted the 3rd party technicians photo of my television at his visit.  Where are the photos of my television after the Conn's tech finished his work.  Where is a photo of my television on and functioning properly.  Where are the codes taken from my television that told him it was a motherboard instead of the screen.  Samsung's tech felt the screen was bad initially and the Conns repairman made the wrong choice on the repair.

  What are the Conn's technicians qualifications.  Was he qualified to work on my television?

  Conn's says they can not verify any verbal communication with the third party technician.  They may not be able to call me back in the promised 72 hours but I can provide them with the repair technicians phone number so they can verify with him.

  I did not damage my television, looking at the photo Conns provided there is not damage to outside of the television.  The damage was from not properly supporting the weight of the screen.  Period.

  LASTLY THE TECH CAME OUT BECAUSE THE TV WOULD NOT TURN ON.  AFTER ALL THIS ABOUT THE SCREEN....THE TV IS BACK TO NOT TURNING ON SO WHAT WAS ACTUALLY FIXED?  CONNS REPLACED THE WRONG PART AND BROKE MY SCREEN.  ON TOP THAT CONNS WILL NOT EVEN COME REPAIR THE TV TO COME ON AGAIN.  

  I am not requesting Conn's to repair my television under warranty.  I am requesting they repair what their employee damaged.  They acknowledge it was accidentally damaged and I maintain it was damaged by their repairman.  That would make them liable for the repair.  As they stated they have a 120 year history of customer satisfaction, here is a chance to prove that claim.  Take care of a loyal customer...

  
  
  
   

  
  

  Business Response

  Date: 10/14/2022

  At this time, we are unable to honor Mr. *****’s request to authorize service. Mr. *****’s television was has been inspected and accidental damages have been discovered, which is not covered under the terms of his warranty coverage.

  Customer Answer

  Date: 10/17/2022

  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
  
  
    There is no resolution presented by the business.  They did not respond to any of my previous questions. They won’t honor my request for them to cover the damage done by their technician.  They do not have photographic evidence that they didn’t break my television and they cannot provide evidence of their techs qualifications.
  

  Conn’s has invalidated their claim of 120 years of customer satisfaction.  

  Business Response

  Date: 10/19/2022

  Thank you for the opportunity to respond to Mr. *****'s additional comments. As previously mentioned, Mr. ***** initially contacted us for service on July 24th. We confirmed the technician inspected his television on July 26th and parts were installed on July 30th. Mr. ***** later contacted us again on September 1st (33-days) after his television was repaired, stating his unit displayed a white bloom at the bottom left corner and a distorted line across the TV screen. Based on the problem description, Mr. ***** was asked to provide triage images of the alleged issue. Mr. *****'s service order was closed on September 6th; as he failed to provide the requested documentation. On September 14th, a new service order was created for Mr. ***** to have his television inspected. Mr. ***** was scheduled with a third-party service technician on September 21st. During the inspection, the technician found Mr. *****’s television displayed accidental damage resulting in a crack screen. On September 26th, Mr. ***** was contacted and made aware the damages found to his television are not covered under the terms of his manufacturer’s warranty, and we were unable to repair the unit.
  
  Once again, we are unable to honor Mr. *****'s request to render service or exchange his television. Mr. *****’s television has been inspected and accidental damages have been discovered, which is not covered under the terms of his warranty coverage. In addition, due to the time that elapsed from the time Mr. *****'s television was repaired on July 30th to the time he contacted us on (September 1st) to report a new issue experienced, we are unable to determine when, where, or how the damages could have occurred.