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

  11051 Northwest Fwy Houston, TX 77092-7311

• 

  Conn's Home Plus

  13337 Interstate 10 E Houston, TX 77015-5801

• 

  Conn's Home Plus

  2800 Broadway St Pearland, TX 77581-9502

• 

  Conn's Home Plus

  4465 N Expressway Ste 77-83 Brownsville, TX 78520-8491

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:09/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Conn's customer service repair to report that my ** window unit had stopped workingdandue to it still being under warranty they scheduled for a technician to come and repair it on Wednesday of last week a guy came out and checked it and said that it was the control panel board and the display control panel that needed to be replaced and the parts would be ordered he then instructed me to contact the customer service number to find out how long this process would take I contacted customer service as soon as he left and they could not provide me any information so I had requested that a supervisor contact me because this air conditioner was the main source for air for our entire home due to the hot weather in South Texas this could be a health hazard and I needed to know if it would be so long that we would have to need to go **t a hotel I did not receive a call from a supervisor Thursday or Friday I then called back and requested another supervisor call I did not receive any supervisor call Friday Saturday or Sunday so I then called back on Monday and requested another supervisor call it is now Tuesday a supervisor has still not contacted me however they did send a technician over yesterday to try and repair the air conditioner because the parts did arrive that they were waiting for the technician could not lift the air conditioner which made no sense on why they only had one person to repair knowing how big the AC unit was he broke my window frame trying to pull the air conditioner out and then became frustrated and left leaving all the screws and the air conditioner wires and the air conditioner dangling out of my window with the window frame barely hanging on I am still waiting on a supervisor to contact me so I may file a formal complaint for the service technician and the destruction that he did to my property of my window frame of our house are AC is still not fixed and we still have not received a call from asupervisor

  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 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 that:
  1. He contacted us to report that his ac unit stopped working and we sent out a technician who advised him parts were needed. When the technician returned to install the parts, he could not lift the unit and broke his window frame
  2. He requested to have a supervisor contact him but never received a call; and
  3. He is requesting to be contacted regarding the repairs and damages to the window.
  
  Our investigation reveals that:
  1. Mr. ******* contacted us for service on 9/21/22 and we sent a technician out on 9/22/22 who found parts were needed. Prior to our technician returning to install the parts, Mr. ******* reached out to the manufacturer who sent their own technician out on 9/26/22. Mr. ******* has been made aware that he would need to contact the manufacturer directly regarding any possible damages that may have occurred by their technician as our technician did not handle the repairs;
  2. Mr. ******* contacted us on 9/26/22 requesting to speak with a manager regarding the damages to his window. We verified that a supervisor contacted him the following day and informed him that a Conn’s technician was scheduled that day but informed him to contact the manufacturer regarding any damages; and
  3. Mr. ******* was contacted and made aware that his ac unit was approved for an even exchange. We confirmed Mr. ******* initiated the exchange and picked up his new ac unit on 9/30/22.
  
  
  Our records show on 7/3/22, Mr. ******* purchased a GE 24K BTU Cool/Heat Window unit and elected to purchase a 48-month Repair Service Agreement Plan. Mr. ******* elected to pick up his window unit from his local Conn’s that same day.
  
  We researched Mr. *******’s complaint and found that he contacted us on 9/21/22, stating that his window unit will not turn on. A service inspection was scheduled for 9/22/22. During the inspection, the technician found a new control board was needed to complete the repairs. We show Mr. ******* contacted us on 9/25/22 to get an update on the repairs and was advised that we were still waiting on the parts which were scheduled to arrive on 9/26/22 and he was currently on our schedule to have the parts installed on 9/27/22.
  
  After further review, we show Mr. ******* contacted us back on 9/26/22, requesting to speak with a manager stating that a technician came out that day to repair the window unit but broke his window frame. At that time, an incident ticket was created to review the damage claim and to have a manager contact him. We show Mr. ******* was contacted by a supervisor the following day (9/27/22) and informed that our technician was scheduled to come out that day and install the parts that were received on 9/26/22. However, we were able to verify that the manufacturer sent their service technician out on 9/26/22 therefore; Mr. ******* was made aware that he would need to contact the manufacturer directly regarding any possible damages that may have occurred during the service visit by the manufacturer. We did confirm that our service technician returned to Mr. *******’s residence on 9/27/22 but, we did not install the parts since the window unit was previously serviced by the manufacturer.
  
  Our records show on 9/29/22, Mr. *******’s window unit was approved for an even exchange. We show Mr. ******* initiated the exchange on 9/30/22 and picked up his new window unit from his local Conn’s that same day.
  
  Conn’s values Mr. ******* as a customer, and we appreciate him for bringing him concerns to our attention.
  
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

• Initial Complaint

  Date:09/26/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Harrison collection reclining loveseat that was delivered on 4/15/22. When I went to the store to shop, the floor model was soft on one side and difficult to close. I figured that it's only the floor model - I'll get a new one without these issues. What was delivered had the very same problems: no support in cushion and extremely difficult to close the reclining mechanism.
  I contacted Conn's in May to fix the issue. I should have immediately called the next day, but life intervened.
  Since then, there has been a repair technician here THREE TIMES. One time, the reclining mechanism was replaced -- but it was bent and even harder to close. This last time, the tech told me that a cushion gets in the way of the mechanism so I just need to push it out of the way. Or I should sell this piece and get something else.
  I am supposed to fix the manufacturer defect?? On a loveseat I've had for 6 months? At this point, Conn's has purchased THREE reclining mechanisms and one replacement cushion. All I wanted was a new loveseat that works- which likely would have cost Conn's the same amount as it's all been covered by warranty. I've made my desire clear in every communication to the repair/warranty center and am out of options.

  Business Response

  Date: 10/04/2022

  Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to Ms. ****’ 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, 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. On April 15th, the loveseat she purchased was delivered and she noticed the unit was difficult to close. Therefore, in May she contacted us to fix the issue;
  2. She has multiple repairs and during the last visit, she was informed the cushions were getting in the way of the mechanism;
  3. She is requesting a replacement.
  
  Our investigation reveals that:
  1. On April 15th, Ms. **** accepted her loveseat in good order with no issues reported. However, she contacted us on May 19th, and requested service as the unit was hard to open and close;
  2. On June 16th, Ms. ****’s loveseat was successfully repaired. However, she contacted us again and it was discovered that parts were needed. The technician returned on September 22nd to install the parts, and found the true issue was with the seat cores obstructing the mechanisms;
  3. As of September 26, 2022, an exchange has been approved to replace Ms. ****’s loveseat.
  
  Our records show on April 13, 2022, Ms. **** purchased a Catnapper Harrison reclining loveseat with a 36-month Repair Service Agreement. We show Ms. ****’s loveseat was successfully delivered on April 15, 2022.
  
  Conn’s Return & Exchange Policy states No Returns & Exchanges on furniture, mattresses, décor & accessories unless inspected by a Conn’s Service Technician and found to have a manufacturer’s defect. If your product fails while under manufacturer's warranty or Conn's RSA, Conn's Factory Authorized Service will repair your product according to these warranties. Conn’s Return & Exchange Policy is displayed throughout the store locations and can be found on Conn’s website at https://www.conns.com/terms-and-conditions/returns-and-exchange.
  
  We researched Ms. ****’s service history and found:
  
  · May 19, 2022- Ms. **** contacted us, stating the left side of her loveseat was hard to open. On May 26, 2022, the technician inspected Ms. ****’s loveseat and found the RSF recliner was defective and a new one was needed for repair. The technician ordered a new mechanism, which was shipped directly to Ms. **** on June 6, 2022 and installed on June 13, 2022. On June 16, 2022, we received an email from Ms. **** advising that the unit was even harder to close. Ms. **** was made aware that new mechanism is a little stiff when they are first installed, but with time would become easier to operate.
  · July 15, 2022- Ms. **** contacted us again, stating the mechanism was broken. On July 22, 2022, the technician inspected Ms. ****’s loveseat and found both LSF and RSF mechanisms were broken and needed to be replaced. The technician also
  notated the RSF seat cores had started to sink. We confirmed parts were ordered and on September 9, 2022, we received confirmation from Ms. **** that the parts had been received. On September 22, 2022, the technician installed the mechanisms, but found the cores were the true issue; as they were obstructing the mechanism. The technician replaced the core that was sinking and adjusted the other core to complete Ms. ****’s repairs. On September 25, 2022, we received an email from Ms. ****, stating the repairs were complete, but felt this would be an ongoing issue. Therefore, a new claim was created to have a second opinion but was later canceled as we agreed authorize an exchange.
  
  On September 27, 2022, we attempted to contact Ms. **** regarding her concerns and to advise of her exchange approval, but we were unsuccessful. Ms. **** has been issued a credit up to the original amount paid of $999.99 to reselect one furniture piece. Ms. **** may visit her local Conn’s HomePlus store to reselect and schedule delivery.
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus
  

  Customer Answer

  Date: 10/05/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  "On September 27, 2022, we attempted to contact Ms. **** regarding her concerns and to advise of her exchange approval, but we were unsuccessful." 

  -- I do not see any communications from Conn's on 9/27. There was an email from the repair service on 9/26, and my response then was that I was contacting the BBB to lodge a full complaint. There are no voicemails, emails or text on 9/27 so I was not notified of their decision to replace the defective loveseat. 

  I will accept an exchange, but want it to be known I did not receive this information until this response here. 

  
  
  
  
  
   

  
  

• Initial Complaint

  Date:09/26/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was sent an pre approval invitation to get a Conns credit card. I attempted to do everything online but had nothing but problems. So I contacted the customer service number and ordered what I wanted, which was a twin over a FULL bunk bed. It Took about two weeks to finally get my order delivered and set up. When the guys got here they went straight to work in my back bedroom, which is my children’s room. And I did not go in there until they were finished. The guys did a great job we’re quick about it, but I had no idea that it was a twin over twin bunk bed until they were done. I told them oh my goodness it’s supposed to be a twin over full, he looked at his paperwork and said no this is what is supposed to be and left. So I contacted the company and let them know that I received the wrong item. They proceeded to tell me no this is what you ordered. I contacted them several different times and every single time they tried to tell me that that’s what I ordered. Well I May have received a twin over twin but I asked for a twin over full. Not only that I just received paperwork in the mail that says I have a personal property collateral insurance that is about $100. I had no idea about this either. This company is very shady and I want either my money back or the bunkbed I intended to order but was ordered wrong by THEIR *** ******* ******** employee. I have 4 children who have to sleep on that bed. I got the full because two of my older kids plus the baby could sleep on the full and one on the twin. Can you explain to me how four kids are supposed to sleep on two twins?? They can’t, so two of my kids have to sleep on the floor every night because of this this isn’t cool and I want something done. I feel helpless

  Business Response

  Date: 10/04/2022

  Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to Ms. *****’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, 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 attempted to place her order online but was experiencing an issue. Therefore, she contacted us and to have the order placed;
  2. After the delivery team setup her bunk bed, she discovered the merchandise was incorrect and contacted us to make aware;
  3. She has contacted us multiple times and have been advised she received what she ordered;
  4. She was charged $100 for property insurance and was unaware of the charge;
  5. She is requesting an exchange.
  
  Our investigation reveals that:
  1. There are no records on file that reflect an agent assisted Ms. ***** placing her order. Also, we were unable to locate any calls in the system on Ms. *****’s behalf when her purchase was made;
  2. We show Ms. *****’s delivery receipt was signed acknowledging, that she inspected her items and the merchandise was received in good order. In addition, there were no issues reported during Ms. *****’s delivery;
  3. Ms. ***** contacted us after delivery was completed on September 2nd and September 7th, and advised the incorrect merchandise was received. After reviewing her invoice and delivery receipt, we confirmed the merchandise received matched the model number associated her invoice;
  4. Conn’s require that all financed merchandise covered under insurance whether the coverage is by Conn’s or the consumers homeowners or renter’s insurance. In addition, Ms. ***** signed her invoice, contract, and additional documentation indicating she agreed to the terms;
  5. We are unable to honor Ms. *****’s request to authorize an exchange.
  
  Our records show on August 26, 2022, Ms. ***** submitted an online order and purchased a Kith Furniture Sutton T/T bunk bed model 171TTDC. We confirmed Ms. *****’s bunk bed was delivered on September 2, 2022. We show Ms. *****’s delivery receipt was signed acknowledging, that her merchandise had been received in good order and up to her satisfaction.
  
  Conn’s Return & Exchange Policy states No Returns & Exchanges on furniture, mattresses, décor & accessories unless inspected by a Conn’s Service Technician and found to have a manufacturer’s defect. If your product fails while under manufacturer's warranty or Conn's RSA, Conn's Factory Authorized Service will repair your product according to these warranties. Conn’s Return & Exchange Policy is displayed throughout the store locations and can be found on Conn’s website at https://www.conns.com/terms-and-conditions/returns-and-exchange.
  
  We researched Ms. *****’s concerns and found that she contacted us after delivery was completed on September 2, 2022 and September 7, 2022, stating that the incorrect item was
  received. Ms. ***** indicated that she should have received a twin over full bunk bed, but instead we delivered a twin over twin. The representative reviewed Ms. *****’s invoice and delivery receipt and confirmed the item delivered matched the model number associated with her invoice. Therefore, Ms. ***** was made aware that we were unable to authorize a return or exchange.
  
  At this time, we are unable to honor Ms. *****’s request to authorize a return or exchange. It has been confirmed the bunk bed that was delivered to Ms. *****, matches the model number associated with her invoice. In addition, Conn’s has a No Return & Exchange Policy on furniture unless inspected and found to have a manufacturer’s defect. As of October 2, 2022, there are no records on file that reflect Ms. ***** has attempted to contact us regarding a service issue she has experienced with her Sutton bunk bed.
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

  Customer Answer

  Date: 10/09/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  
  
  
  
   
  

  Business Response

  Date: 10/11/2022

  No further action required.

• Initial Complaint

  Date:09/24/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and kids bought me a Samsung 75 inch color TV from this company for Father’s Day in about a week or two after purchasing it the TV cycles on and off on and off on and off. So we called Conns and they sent a technician out. My wife and I were at work and we couldn’t get it off so we had my daughter-in-law here. We gave instructions for her to have him call us. This was a month ago and he still hasn’t called us. I called the company that sent him at least five times and they said they would have him call me still no phone call so as of now , I still don’t really understand what’s wrong with this TV because the man hasn’t called me not only that but they set us up for a repair on Monday of this week. The guy never showed up and he didn’t call. I took the day off work and missed a whole day at work for nothing , then they said it to Friday yesterday they didn’t show up. They left a message on my voicemail saying next Saturday, October 1 so now it’s been about a month and a half that this TV has been sitting there and we haven’t been able to use it and I just want to exchange it for a new one I’ve called Conns repeatedly and they refused to help me telling me it’s at the technicians discretion when the technician won’t even call me and let me know what’s wrong , so we’ve been paying for a TV for a month and a half now that doesn’t even work and nobody will help me. All I wanna do is exchange it for a new one I want the TV I just want one that works. And I don’t want that company to come in my house again I don’t trust him simply because the man won’t call me. I don’t want to deal with them anymore and for paying what we are for this TV we shouldn’t have to we should be able to go get a TV that works and enjoy it, instead of all the stress and anxiety even time off work, so lost money even and still the TV don’t work and they don’t care because I’ve called him and told him this

  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 contacted us for service on her TV. We sent a technician out and she asked to be contacted by the technician but never received a call;
  2. They were scheduled for repairs twice but no one showed up; and
  3. She is requesting an exchange
  
  Our investigation reveals that:
  1. Ms. *******’ service repairs were scheduled through the manufacturer as she is still under their first-year warranty. Although Ms. ******* mentions their service technician did not contact her as requested, our records show our service department remained in contact with Ms. ******* throughout her service repair and updated her regarding the repair process;
  2. Ms. ******* was scheduled to have parts replaced on 9/19/22 and again on 9/23/22. However; both parts were lost during transit which caused a delay; and
  3. Ms. *******’ television does not meet the qualifications for an exchange at this time.
  
  Our records show on 6/18/22, Ms. ******* purchased a Samsung 75” UHD TV which comes with a 1-year limited manufacturer’s warranty. We show Ms. ******* elected to pick up her television on 6/23/22 and signed acknowledging the item was received in good order.
  
  We researched Ms. *******’ complaint and found that she contacted us for service on 8/31/22 stating that her TV goes off and on by itself. We show Ms. ******* was contacted and made aware that a service inspection was scheduled through the manufacturer for 9/12/22. During the service inspection, the technician found a new panel was needed to complete the repair and placed a part order. We show Ms. ******* was contacted on 9/16/22 and made aware that the technician was scheduled to return to complete the installation on 9/19/22. On the scheduled date, Ms. ******* was contacted and notified that the part did not arrive as scheduled therefore, she was rescheduled for 9/23/22. On the day of the scheduled installation, we confirmed the part was lost in transit and needed to be reordered. Ms. ******* was contacted that same day and made aware that the installation was again rescheduled for 10/01/22, due to the part delay. Based on the manufacturer’s report, they were able to successfully install the new part on 10/01/22 to complete the repairs.
  
  After further review, we show we attempted to contact Ms. ******* on 10/3/22 to confirm if her television repairs were completed but were unable to reach her. Although we are unable to honor Ms. *******’ request to receive an exchange, based on the manufacturer her television has been successfully repaired.
  
  Conn’s values Ms. ******* as a customer, and we appreciate her for bringing her concerns to our attention.
  
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

• Initial Complaint

  Date:09/23/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a couch and loveseat on or around August 4th and it was delivered on August 15th. Less than a month after delivery of the couch and loveseat we noticed that the arms of both the couch and loveseat started making some loud popping noise when you put any sort of pressure on them. And the right side of the couch makes a loud popping sound when you sit or get up off of it. I called conns and they sent a repair guy out to look into it. The repair guy attempted to fix it but just muffled the sound on the arms. He also said he couldn’t do much with the couch seat as conns denies any opening to access the underside. I had to wait for the repair to be closed before I could call again. When I did it appears that they only have one service tech in my area. When I informed them he would not be able to fix it and he wouldn’t fix it cause of the policy from conns they informed me we had to have them come out again to look again. I don’t mind having them come out and fix it but with their policy’s he will not be able to and I don’t feel that it would be necessary for me to take another day off for the same tech to come out and say the same thing. I just want a couch and loveseat that doesn’t make these sounds after paying $1400 for it.

  Business Response

  Date: 09/27/2022

  Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to Ms. ****** 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, *** **** may contact Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252 or online at www.conns.com.?
  
  *** **** stated in the complaint that:
  1. On August 4th, she purchased a sofa and loveseat and after less than a month, she noticed the both pieces were making a popping noise. Therefore, she contacted us for assistance;
  2. The technician attempted to fix the issue but just muffled the sound on the arms and was informed that he was unable to fix the sofa;
  3. She is requesting a replacement.
  
  Our investigation reveals that:
  1. On September 7th, *** **** contacted us and requested service on her sofa and loveseat due a popping noise and she was scheduled for inspection on September 12th;
  2. The technician inspected Ms. ****** sofa and loveseat and no issue with was found with the frame, wood support, or the springs. However, the technician added poly foam and fleece to muffle the sound she previously experienced;
  3. We are unable to honor Ms. ****** request for a replacement.
  
  Our records show on August 4, 2022, *** **** purchased a United Furniture Acadia slate sofa and loveseat both with a limited 1-year manufacturer’s warranty. On August 15, 2022, Ms. ****** sofa and loveseat were delivered and received in good order. We confirmed Ms. ****** delivery receipt was signed acknowledging, that her merchandise was received in good order and up to her specifications.
  
  Conn’s Return & Exchange Policy states No Returns & Exchanges on furniture, mattresses, décor & accessories unless inspected by a Conn’s Service Technician and found to have a manufacturer’s defect. If your product fails while under manufacturer's warranty or Conn's RSA, Conn's Factory Authorized Service will repair your product according to these warranties. Conn’s Return & Exchange Policy is displayed throughout the store locations and can be found on Conn’s website at https://www.conns.com/terms-and-conditions/returns-and-exchange.
  
  We researched Ms. ****** complaint and found that she contacted us on September 7, 2022, regarding both furniture pieces. *** **** indicated that her sofa and loveseat were making a popping sound when sitting down and getting up. On September 12, 2022, the technician inspected Ms. ****** furniture and found there was no issue, with the frame, wood support, and all springs were securely held in place by the brackets along with the tension bands. Although, no defects were found, the technician added poly foam and fleece roll to help muffle he sounds of the cardboard backing successfully. On September 16, 2022, *** **** was made aware that her sofa and loveseat did not meet the qualifications for an exchange, and her service claim ************* was submitted for close.
  
  After further review, we show that *** **** contacted us on September 16, 2022, and indicated that she could feel the springs on the sofa shifting. Our records show a new service claim *********** was created and *** **** is currently pending a service date.
  
  At this time, we are unable to honor Ms. ****** request for a replacement. Conn’s has a No Return & Exchange Policy on furniture unless inspected and found to have a manufacturer’s defect. Ms. ****** sofa and loveseat have been inspected and no defect was found. We show that a new service claim was created to inspect Ms. ****** sofa. She is currently pending a service date, once the unit has been inspected and we have the technician’s report we will be able to determine what further action is required.
  
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

  Customer Answer

  Date: 09/29/2022

  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. 
  

  first off let me start by saying that I am not a female and if they cannot determine the gender of a customer they should not use Mr or Ms and being called ms is very insulting. Secondly I have attached videos of the way the technician stated he fixed it for the arm of the couch and then what he refused to fix because he can’t cut open the bottom of the couch to fix the springs. I agree to one statement and one statement only and that is that I did sign the information that it was delivered satisfactorily on 8/15 however that was basic appearance and not functionality of the couch as they do not have time to set there and for me to test it out a few days to make sure nothing is wrong with it. I had requested for a different tech to come out however they only have one tech in my area and Conn’s is wanting a 2nd opinion however this would not be a 2nd opinion if the same tech is coming out to look at it. That’s like going to a doctor to see what’s going on and then when the doctor tells you what it is going on and you want a 2nd opinion you go back to the same doctor. I want it fixed but since the tech cannot do so because of their policy I would like it replaced. This issue is in conns hands. I also want to state that after my last conversation with the call center I tried to call the tech to see when they can schedule again and that has been 3 times I have contacted without them calling me back to schedule. 

  
  
  
  Regards,
  
  
  
  
  

  
  

  Business Response

  Date: 10/01/2022

  We are unable to honor Mr. ****** request for a replacement. Conn’s has a No Return & Exchange Policy on furniture unless inspected and found to have a manufacturer’s defect. Mr. ****** sofa and loveseat have been inspected and no defect was found. We show that a new service claim was created to inspect Mr. ****** sofa. He is currently pending a service date, once the unit has been inspected and we have the technician’s report we will be able to determine what further action is required.

• Initial Complaint

  Date:09/23/2022

  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.

  Very poor customer service surrounding the purchase on a refrigerator on Aug 6th 2022 that was from an insurance claim. I submitted an insurance claim for Samsung refrigerator and they delivered the new fridge on the Aug 8th and the fridge started leaking from the water supply and wasn't operational. The store has given me 3 different delivery dates for the replacement fridge all with no-show! No driver, flat tire, and another claim that I wasn't home when I was home all day. Lack of empathy and consideration of my time even after I've paid money for the new fridge, yet I still have no active refrigerator after almost 3 weeks.

  Business Response

  Date: 10/04/2022

  Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to Ms. ******’ 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, 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 submitted an insurance claim and elected a new refrigerator on August 6th, which was delivered on August 8th. However, the unit started leaking and was not operational;
  2. She has been provided with three delivery dates for her replacement refrigerator, but three weeks has passed, and she is still without the unit;
  3. She is requesting a refund.
  
  Our investigation reveals that:
  1. On August 6th, Ms. ****** took advantage of her insurance claim and elected a Samsung French door refrigerator that was delivered on August 8th. We show that she later contacted us on August 22nd and requested service due to the unit leaking water;
  2. We confirmed multiple attempts have been made to delivery Ms. ******’ refrigerator, but she has not been available to accept the unit. Therefore, Ms. ******’ delivery has been rescheduled or postponed;
  3. We are unable to honor Ms. ******’ request to authorize a refund.
  
  Our records show Ms. ****** was submitted an insurance claim and once the claim was approved, she was given the option to replace her refrigerator or have the credit applied to her account. We show Ms. ****** elected to replace her refrigerator. On August 6, 2022, Ms. ****** initiated her insurance claim and elected a Samsung French door refrigerator model RF27T5501SG with a 36-month Repair Service Agreement on invoice ********. We show Ms. ******’ new refrigerator was delivered on August 8, 2022.
  
  We researched Ms. ******’ concerns and found that she contacted us on August 22, 2022, stating the unit was leaking water. Our records show that Ms. ****** requested to have a morning inspection. Therefore, she was scheduled to have a technician access her refrigerator on August 25, 2022, but we were advised that an exchange would be approved for Ms. ****** to replace her refrigerator. On August 30, 2022, Ms. ******’ exchange was approved, and she was scheduled to receive her refrigerator on August 31, 2022, but she was not home and unavailable to receive delivery. Therefore, Ms. ******’ delivery was rescheduled to September 7, 2022. However, there was a delay completing Ms. ******’ delivery, due to the delivery truck being down.
  
  After further review, we show that Ms. ******’ delivery was rescheduled to September 11, 2022 and September 13, 2022, but she was not home and unavailable to receive delivery. Due to the multiple delivery attempts, Ms. ******’ delivery was removed from the system and she was contacted and made aware to contact us when she is available to receive the merchandise.
  
  On September 26, 2022, we attempted to contact Ms. ****** regarding her concerns and to advised that she was scheduled for delivery on September 28, 2022, but we were unsuccessful. Our records show that Ms. ****** contacted us on September 27, 2022, and requested to have her delivery rescheduled to October 2, 2022, as no one would be available on September 28, 2022, to receive delivery. However, Ms. ****** failed to confirm her delivery for October 2, 2022, which caused her to be removed from the delivery schedule.
  
  At this time, we are unable to honor Ms. ******’ request to authorize a refund. Multiple attempts have been made to delivery Ms. ******’ new refrigerator, but she has not been available to accept the delivery. We ask that Ms. ****** contact our delivery department at 1-844-894-0717 to schedule her delivery at her earliest convenience.
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

  Customer Answer

  Date: 10/06/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:09/21/2022

  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.

  The account ran longer than the duration it should of due to financial hardship on my part. I did make payments not always the full amount during that time frame. However when my financial situation improved I made payment of the full amount for twelve months concetively. I thought that I had paid of the account when conns called me and told me that I still owed them money. I explained to the bill collector for the period of time I been paying on the account that it should have been paid of. He told something about slow payment. I told him that I need to see an itemize recite and if I owed I will pay he refused to send me that receipt. He However put my account in the credit berau and flaged it as a charge of. Which is unfair to me.

  Business Response

  Date: 09/28/2022

  Conn Appliances, Inc. (“Conn’s”)
  appreciates the opportunity to respond to the concerns Mr. Thomas has regarding
  account(s) *****7870. 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. Thomas’ 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. Thomas stated in the
  complaint that:
  He paid his account balance in full; and
  He would like a correction to his credit report.
  

  Our investigation reveals that:
  Conn’s respectfully disagrees that Mr. Thomas paid his account balance in full; and
  The account is reporting correctly to the credit reporting agencies.
  

  According to our records, Mr. Thomas signed a 36-month promissory
  note and security agreement on April 30, 2018 and he agreed to pay the minimum
  monthly payment of $301.56 which was due on the 1st of each month.
  
  Mr.
  Thomas received a total of eleven deferments on the account to assist him in
  bringing the account current. 
  
  Mr.
  Thomas financed a total of $7,307.91.  A total
  of $6,700.73 in interest accrued on the account.  There were several late fees assessed on the
  account due to payments not being made timely.  One $30.00 NSF fee was assessed on the account.  Mr. Thomas paid a total of $9,863.24 on the account;
  however, the paid amount did not fulfill the account balance.
  
  The
  account charged off on August 31, 2022 due to payments not being made timely.
  
  Conn’s
  is obligated to report factual information to the credit reporting agencies,
  and we are unable to remove the account from Mr. Thomas’ credit report.  We have included a copy of Mr. Thomas’ signed
  documents for his records.
  
  Conn’s
  appreciates Mr. Thomas for bringing his concerns to our attention.  

• Initial Complaint

  Date:09/21/2022

  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've tried to solve this problem with Conn's HomePlus and A&E service multiple times. I have sent my proof showing my lg stackable washer and dryer doesn't work I'm disabled due to 2 brain aneurysms and a stroke I have 3 children 6 and 5 year old twins. All girls. They too have disabilities. Twice we've had covid and one round of strep and school just started. That's a lot of hand washing and line drying for a family of 4. I've sent pictures. I've bought 2 used washers. They still take money from my account but won't come get the product they offered an exchange and now included a $1599.00 upgrade as there"good will gesture". I trusted them with my credit and my money and they took advantage of me. I don't want to do business with them anymore. I'd like a refund so I can take my business elsewhere. Shame on you Conn's HomePlus. After submitting pictures I also had to get dryer and line put in ground for washer to run out of back window because I can only wash in cold water.

  Business Response

  Date: 09/22/2022

  Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to *** ******** 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, *** ****** may contact Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252 or online at www.conns.com.?
  
  *** ****** stated in the complaint that:
  1. She has tried to have her issues resolved with us and A&E; and
  2. She is requesting a refund.
  
  Our investigation reveals that:
  1. *** ****** has been made aware on several occasions that an exchange has been approved to replace her GE 27” laundry stack pair; and
  2. We are unable to honor *** ******** request for a refund.
  
  Our records show on March 2, 2021, *** ****** purchased a GE 27” laundry stack pair with a 48-month Repair Service Agreement. We confirmed *** ******** merchandise was delivered on March 11, 2022.
  
  Conn’s Return & Exchange Policy states 30 days for appliances, fitness, and items not included in the 14-day exchange list above, or the No Returns/Exchanges list below. There is a 15% restocking fee. * If your product fails while under manufacturer's warranty or Conn's RSA, Conn's Factory Authorized Service will repair your product according to these warranties. Conn’s Return & Exchange Policy is displayed throughout the store locations and can be found on Conn’s website at https://www.conns.com/terms-and-conditions/returns-and-exchange.
  
  We researched *** ******** concerns and found that she contacted us on July 7, 2022, stating the control panel on the dryer was malfunctioning and not working. Our records show that *** ****** was informed that she would be scheduled with a third-party service technician to inspect her dryer, and once a service appointment is available, she would be contacted and advised. On July 13, 2022, a technician was assigned to inspect *** ******** laundry stack pair, but she refused service. We show that we attempted to look for another provider to inspect *** ******** laundry stack pair and on July 17, 2022, A&E was assigned, and she was scheduled for inspection on August 3, 2022. On the day of *** ******** service appointment, the technician was unable to locate her residence and unable to make contact for assistance. It was discovered the next available date for inspection was August 25, 2022. Due to the delay of not inspecting and serving *** ******** laundry stack pair, an exchange request was submitted and approved on August 5, 2022. *** ****** was issued a credit up to the original amount paid of $1599.99 to reselect.
  
  After further review, we show that *** ****** contacted us on August 22, 2022 and September 21, 2022, stating she was moving and requested to have the laundry stack pair picked up, and a refund issued. *** ****** was made aware that we were unable to authorize a refund.
  
  At this time, we are unable to honor *** ******** request for a refund. *** ******** laundry stack pair has been approved for an exchange as of August 5, 2022. We show that *** ******** exchange approval is valid through March 11, 2025. We ask that *** ****** visit her local Conn’s HomePlus to initiate her exchange.
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

  Business Response

  Date: 10/25/2022

  At this time, we are unable to honor *** ******** request for a refund. *** ******** laundry stack pair has been approved for an exchange as of August 5, 2022. We show that *** ******** exchange approval is valid through March 11, 2025. We ask that *** ****** visit her local Conn’s HomePlus to initiate her exchange.

  Customer Answer

  Date: 10/29/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:09/20/2022

  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.

  This is the 2nd complaint in reference to complaint submitted previously . As of 12/16/2021 I signed up for a 12 months no interest promotions with cash out option at the end of 12 months. As per the contract I am not to be charged interest unless I continue payments after 12 months without using the cash out option. Attached is the payment history showing that I am in fact being charged interest monthly. Conn's originally updated my credit to show the correction after my 1st complaint but are now charging me interest. again. I now am seeking legal action due to incorrect credit and balance reporting. I have attached the link to my credit report showing that they in fact did try to correct my credit because they are charging me incorrectly. If I am paying $234 monthly and my balance started at $5168.02 in December then why is my credit showing a balance of $4759 as of 8/31/2022. I have paid more than $1872 so my balance should be less than what is reporting. If this can not be corrected and stay corrected then I will have my lawyer reach out. Attached are PROOF that they tried to fix it 6/23/2022 and then 8/4/2022 started back charging. My credit is being affected which is affecting my livelihood and causing me stress and anxiety trying to get this resolved. If you are having this issue POST ON SOCIAL MEDIA #ScammedbyCONNS I will gladly share my experience and hope everyone else gets what they deserve as well.

  Business Response

  Date: 09/20/2022

  Conn Appliances, Inc.
  (“Conn’s”) appreciates the opportunity to respond to the concerns Ms. W**** has
  regarding account *****2270. 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. W****’ 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. W**** stated in the
  complaint that:
  Her account has 12-months no-interest;
  Conn’s is charging her interest; and
  She would like a billing adjustment.    
  

  Our investigation reveals that:
  Ms. W****’s account has an active 12-month
  no-interest financing promotion;
  Interest is not being assessed on the
  account as of September 20, 2022; and
  The account balance is correct.  
  

  According
  to our records, Ms. W**** signed a 36-month proissory note and security
  agreemetn on December 16, 2021 and she agreedd to pay the minimum monthly
  payment of $234.96 which is due on the 27th of each month.
  The account includes Conn’s 12-month no-interest financing
  promotion (cash-option).  Per the terms
  of the cash-option, the cash-option will be void if the minimum monthly payment
  of $234.96 is not paid within 10-days of each month’s due date, or the total
  cash-option price of $5,168.02 is not paid within 10- days of the expiration
  date of December 27, 2022.
  
  The cash-option on the account is currently active and interest is
  not being assessed on the account.
  
  As of September 20, 2022, Ms. W**** has paid a total of $1,879.68.
  The payoff on the account as of September 20, 2022 is $3,239.05. Please note,
  the payoff quote is valid for 10-days. 
  We as that Ms. W**** 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 reports the total of payments to the credit reporting
  agencies, and not the cash-option balance. If any monthly payment is late or if
  the promotional balance is not paid in full by the expiration date, the cash-option
  is void and the terms and conditions found in the original promissory note and
  security agreement remain in force.
  
  Please note, the payment history reflects a 36-month month term
  and payoff.  The payment history also reflects
  the cash-option payoff. 
  
  Conn’s appreciates Ms.
  W**** for bringing her concerns to our attention
  

  
  

  Business Response

  Date: 10/17/2022

  No further action is required. 

• Initial Complaint

  Date:09/19/2022

  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 will never recommend you guys or ever buy anything again. I paid cash for my washer and dryer put warranty and now that is not working you guys won’t cover it.
  
  I am a cancer patient and it wasn’t easy to buy this model I have. Had me going from one department to another. If it got hit or damage and I didn’t catch it on delivery I am sorry because I couldn’t see it. that doesn’t mean to just wash your hands and just don’t care. This also goes for LG. So now because they are saying cosmetic LG won’t cover that it was delivery problem. So Conn’s supposedly says is up to headquarters to approved or not approved.
  
  More then 3 weeks and nothing. Haven’t even had my stackable washer and dryer for a year yet. Pay more then $2000.00 plus extra $209.00 for it and one of them said we could try and give me the refund of warranty back. Really??
  
  Janet **** *******

  Business Response

  Date: 09/22/2022

  Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to Ms. **** *******’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, 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 her washer and dryer in-cash with warranty, and the unit is not working and now she is being told that we will not cover it; and
  2. She is requesting to have her washtower replaced.
  
  Our investigation reveals that:
  1. On August 26th, Ms. **** *******’s washtower was inspected and the technician found the unit displayed several impact/accidental damages, which is not covered under her warranty terms; and
  2. We are unable to honor Ms. **** *******’s request to authorize a replacement. The damages caused to Ms. **** *******’s washtower is not covered.
  
  Our records show on November 22, 2021, Ms. **** ******* purchased an LG washtower with a 24-month Repair Service Agreement that was retailed at $1799.99. We confirmed Ms. **** *******’s washtower was delivered on November 26, 2021, to her Portsmouth, VA residence as requested.
  
  Conn’s Return & Exchange Policy states 30 days for appliances, fitness, and items not included in the 14-day exchange list above, or the No Returns/Exchanges list below. There is a 15% restocking fee. * If your product fails while under manufacturer's warranty or Conn's RSA, Conn's Factory Authorized Service will repair your product according to these warranties. Conn’s Return & Exchange Policy is displayed throughout the store locations and can be found on Conn’s website at https://www.conns.com/terms-and-conditions/returns-and-exchange.
  
  We researched Ms. **** *******’s concerns and found that she contacted us on August 23, 2022, stating that his washer is not functioning. Based on Ms. **** *******’s newly updated address in Cookeville, TN, which was different from the previous Portsmouth, VA address; she was advised that she would be scheduled with a certified third-party service provider to inspect her unit. On August 26, 2022, the technician inspected Ms. **** *******’s washer and found the unit had drum fall off hangers, which strike the side of the unit and the rear right corner shows signs of impact damage. We show the technician also notated the suspension came disengaged and damaged door boot. Once the technician’s report was and received and reviewed, it was determined the damages caused to Ms. **** *******’s washtower was not covered. Therefore, she was advised that we were unable to render repairs or authorize an exchange.
  
  At this time, we are unable to honor Ms. **** *******’s request for a replacement. The damages that have been found on Ms. **** *******’s washtower is not covered. Ms. **** ******* may reference her Repair Service Agreement Terms and Conditions No. (6) Exclusions – Letter (G) special, consequential or indirect damages, whether by contract, tort, or negligence, (K) damage caused by accidents from liquid spills, drops, falls, initial TV installation, moving TVs to another location or other collisions. In addition, Ms. **** *******’s delivery address and service address are different, and the damages reported are consisted with the unit being moved improperly.
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus