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:10/17/2024

  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 set of leather sofas on 8/20/24. They were to be delivered on 8/26/24. On day of delivery I got a call stating they were cancelling the delivery due to an unforeseen issue and Id have to wait for the warehouse to advise when they would deliver. The next day after not hearing anything I called the store and they informed me that the sofas had been taken to the warehouse in *******, ** by mistake so they would have to transfer them to the warehouse in *********, to then be delivered to me. I waited to till the following day and after not hearing anything I went in person to the store. The manager made some calls and told me it would take another week for delivery but after me expressing that I needed them sooner she made another call and they agreed to deliver them on Saturday the 31st. On Saturday when the delivery truck arrived they alerted us to damage on the sofas and when I went to the truck to look they had rips and tears so I refused the delivery, took pictures of the damage and went to the store. The manager submitted the pictures with a request for a refund. She said as soon as the sofas arrived back at the warehouse the refund would be approved. She even called me later that day to say the sofas were returned and refund was approved and should be issued in the next few days. She gave me a customer service number to inquire on the refund if necessary. After a week of not receiving the refund I started to call customer service and they issued a ticket and told me Id hear back in 72 hours. I never did so I called again and was told someone would call back. Again no call back. I called a 3rd time and again the same answer and no call back. I went into the store and the manager sent a request via email and gave me a different phone number to call. I waited a few days and no response so I called the new number and again they couldnt find anything in the system and said someone would call me back. I finally got an email but no resolution on refund.

  Business Response

  Date: 10/18/2024

  Conns HomePlus (Conns) appreciates the opportunity to respond to Ms. ****** concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. ***** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.?? 
  
  
  Ms. ***** has stated in the complaint:
  1. She purchased a sofa that was damaged when delivered, so she refused the item and requested a refund but still has not received it;
  2. She is requesting a billing adjustment.
  
  Our investigation reveals that:
  1. Ms. ****** sofa was refused during delivery due to damages being found. Her order was canceled, and a credit refund was pending;
  2. As of October 18, 2024, we have processed Ms. ****** refund.
  
  
  After reviewing Ms.****** complaint, we see her order was canceled. However, we could not process refunds then due to the Chapter ********************************************* place during the court proceedings.

  We spoke with Ms. ***** on 10/18/24 and were able to process the refund of $2,610.79 back to her **** card. We ask Ms. ***** to allow 3-5 business days for the refund to reflect to her original payment method. We sincerely apologize for any inconvenience Ms. ***** has experienced during this process.
  
  Conns HomePlus values Ms. ***** as a customer and appreciates her for bringing her concerns to our attention.
  
  
  Sincerely,
  
  
  Customer Relations
  *********************************************

• Initial Complaint

  Date:10/16/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ***** ***** and I have been a long customer with compound Plus for an accessory 20 years I had two accounts that I've been paying on I was giving three different days that my interest would take effect I called and talked to several different people about the different amounts that I have made my payment never been late never missed a payment I went into the store on September 27th and I made a payment on to accounts the young lady ran my card for the washer which I payed five hundred dollars then she boarded mine transaction for my daughter's bedroom set she in my car for 2500 she boarded it then she ran it again when I started to call to inquire about I wasn't aware that it was $2,500 until I call corporate it's a check the balance all I'm asking is everything they say they record the conversations if they record the conversation they should know that I've asked and asked several people and I was given three different days I just want them to apply the money to the principal I wouldn't I would just made the monthly payment of ****** I don't know who pays interest I wouldn't have done that I just hope and pray you can help me rectify the situation I've tried to resolve this all I want them to do is apply the money to my account they took $2,500 which you left me on them ***** instead of 1100

  Business Response

  Date: 10/18/2024

  Conns HomePlus (Conns) appreciates the opportunity to respond to Ms. ****** concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. ***** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.?? 
  
  Ms. ***** has stated in the complaint:
  1.She has two accounts and was given three different days and different amounts to pay her accounts before interest would take effect. She went to the store to make the payment, but interest was still added;
  2. She is requesting a billing adjustment.
  
  Our investigation reveals that:
  1. No records show Ms. ***** contacted us for a payoff before the *** expired; therefore, interest was added to the account as listed under the terms;
  2. We agreed to reinstate the *** as a goodwill gesture.
  
  
  We have reviewed Ms. ****** complaint and found that she did not pay the entire Cash Option Promotion (***) balance of $6699.98 before the expiration date of September 16, 2024, which caused interest to be added to her account. Ms. ***** began contacting us on October 6, 2024, stating that she paid off the account in-store in September and was unaware she had a remaining balance.However, she was informed that the payment did not satisfy the *** terms;therefore, interest accrued, and the payment was applied to her balance.
  
  After further review of Ms. ****** concerns, we agreed to reinstate the ***. We confirmed that Ms. ***** paid the remaining balance of $522.37 on October 17, 2024, to close her account.
  
  
  ********************************************* values Ms. ***** as a customer and appreciates her for bringing her concerns to our attention.
  
  
  Sincerely,
  
  
  Customer Relations
  *********************************************

  Customer Answer

  Date: 10/18/2024

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

• Initial Complaint

  Date:10/14/2024

  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.

  On 9/18/2024 i went into Conn's to purchase living room furniture. They had a display set that I was interested in. It was an Onyx loveseat, and matching recliner. I was told the warehouse would have a new set available for purchase, and i could have it delivered to my apartment. Expected delivery day was 9/25. I went ahead and purchase the set. The total i was charged that day was $1,991.81. I was checked out by ***** *****. On 9/23/24 i received a call and notified by ***** ***** that Conns did not have the matching recliner to go with the loveseat. I did not want to continue with the purchase since the item was not in stock. I asked that the order be canceled and for a refund. ***** ***** went ahead and canceled the order and said I would be refunded. I let a few days go by and still did not receive my refund. I called the store and was given a corporate number and was told corporate would give me the refund. I called corporate and was told that they do not do refunds, that it would have to be the store where I originally made the purchase. I went back to the store asked to speak to a manager. I was told that they were not in at the time. I relayed that corporate told me that the store is responsible for my refund, and was told to call another customer service number to try and process the refund. I have called both customers service, corporate and have not had any resolutions to not being refunded. I went to Conns again in hopes to talk to a manager, the manager i spoke to said assets have been frozen since the store is going through bankruptcy, but I would get my refund when the process was over. This manager also said I should get a lawyer, because he did not have a good when I asked him how long should this refund take. I left the store frustrated and still have no assuring answer to when and if I will get my money back. It's now 10/14 and have yet received any refund. If I call the Conns store, no one will answer the line just continues to ring. Please help.

  Business Response

  Date: 10/18/2024

  Conns HomePlus (Conns) appreciates the opportunity to respond to Mr. ******** concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mr. ******* may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.?? 
  
  
  Mr. ******* has stated in the complaint:
  1. He purchased living room furniture that was supposed to be delivered but was later informed we did not have the matching recliner. He decided to cancel the order and was told he would receive a refund, but he still has not received it;
  2. He is requesting a refund.
  
  Our investigation reveals that:
  1. Mr. ******** furniture was scheduled to arrive from the warehouse, but it was discovered that the recliners were no longer available. Upon request, his order was canceled, and a credit refund was pending;
  2. As of October 18, 2024, we have processed Mr. ******** refund.
  
  
  After reviewing Mr.******** complaint, we see his order was canceled. However, we could not process refunds then due to the Chapter ********************************************* place during the court proceedings.

  We spoke with Mr. ******* on 10/18/24 and were able to process the refund of $1,991.81 back to his **** card. We ask Mr. ******* to please allow 3-5 business days for the refund to reflect his original payment method. We sincerely apologize for any inconvenience Mr. ******* has experienced during this process.
  
  Conns HomePlus values Mr. ******* as a customer and appreciates him for bringing his concerns to our attention.
  
  
  Sincerely,
  
  
  Customer Relations
  *********************************************

• Initial Complaint

  Date:10/14/2024

  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.

  TO WHOM IT MAY COCERN On 09/17/2024, I bought a washer at CONNS store (Store number 017) located on ***************************************************. I paid total sum of $739,77, and delivery included. The order number is ******** and the invoice number is 0********-001. Few days after the purchase I was notified by CONNS delivery department that the washer will be delivered on 09/21/24. I waited and waited for the merchandise to be delivered but it never came. At the expiration of 4 hours delivery window time I was given, I contacted the delivery department but was shockingly told that the merchandize did not exist. The delivery department informed me that the store was notified of this development a day before the delivery date, but I was never contacted by the store. Later that day, I went straight back to the store and demanded to speak with the store manager. After narrating everything that happened to the store manager whose name is *****. I was expecting to him apologize and take responsibility for what happened, instead the manager was extremely rude. In his own words he stated, Ok what do you want me to do? It was a business Do you want me to bow down to you? to kiss? or to hug you? Will that make you happy? I was deeply troubled and disappointed by the manner this store manager treated me. I demanded for my refund but the manager told me that the refund will come from corporate and it will take three to five business days.I waited for five days but did not get my refund from the corporate department. I called CONNS customer support over six times with no resolution and made a formal complaint with incident number (*******) generated. Each time called I was told that corporate personnel would contact me within 48 hours but up-till now no one has called me from the corporate office. Please BBB I need your urgent assistance.Thanks for your anticipated corporation Maximus ****** ************

  Business Response

  Date: 10/16/2024

  Conns HomePlus (Conns) appreciates the opportunity to respond to Mr. ******* concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mr. ****** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??
  
  Mr. ****** has stated in the complaint:
  1. He purchased a washer that was supposed to be delivered on 9/21/24, but no one ever came. He later found out that the item did not exist and returned to the store to cancel for a refund, but the manager was rude;
  2. He was told he would be contacted by corporate to receive his refund but has not received a call and has contacted us multiple times and
  3. He is requesting to receive a refund.
  
  Our investigation reveals that:
  1. Mr. ******** washer was scheduled for delivery on 9/21/24. However, during the delivery pre-check, it was discovered that the model was no longer available. The invoice was later canceled, and a credit refund was pending;
  2. We attempted to contact Mr. ****** on 10/3/24 to process the refund but could not reach him;
  3. As of 10/16/24, we processed Mr. ******* refund to his **** card.
  
  
  We researched Mr. ******* complaint and found that the washer he had elected was unavailable; therefore, we could not complete his delivery. We confirmed the invoice was canceled on 9/25/24, and a credit refund was pending. We attempted to contact Mr. ****** to process the refund but could not reach him by phone and could not leave a message.
  
  We spoke with Mr. ****** on 10/16/24 and were able to process the refund of $739.77 back to his **** card. We sincerely apologize for any inconvenience Mr. ****** has experienced during this process.
  
  Conns HomePlus values Mr. ****** as a customer and appreciates him for bringing his concerns to our attention.
  
  
  Sincerely,
  
  
  Customer Relations
  *********************************************

• Initial Complaint

  Date:10/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May of 2024, I visited Conns in hopes of finding a new living room set that would be to my liking. A floor sales ***resentative approached me and offered to assist me. After a couple of hours, I had finally made my decision on a set that I found admirable. They were able to open a new account for me with a ***** dollar credit. On June 7 of this year, I had planned on moving to another apartment in ******, *****. Upon arriving, I did not find the apartment suitable for move-in. My furniture was already on its way, so my boyfriend and I sat in a U-Haul truck and waited. The delivery man had me sign off on an electronic pad and the furniture was transferred from the delivery truck to my U-Haul truck my boyfriend and I then drove the back to the very same apartment that we had just packed up and moved out of. The furniture was completely covered and wrapped, therefore I did not see the actual furniture that was delivered. Upon arriving home and unloading the furniture and unwrapping it, I discovered that the furniture was not what I had chosen. It was ugly and certainly nothing that I would have ever chosen. I had actually taken pictures of the set that I had chose on the day that I was there and I also took pictures of what was delivered to me. Thinking I was covered and had all the proof that I needed , I visited the the store the very next day and spoke with the same sales *** that assisted that day and the store manager. Both agreed that I was correct about the order and also admitted that the information was entered incorrectly in the system. However they refused to exchange the furniture because I signed off electronically for furniture that was delivered, completely covered. They also still charged me at the higher rate of the original furniture. This now reflecting on my credit. I have already made attempts to escalate this through Conns, but to no avail. Please assist me with getting this resolved. This is very bad business. Almost ***** dollars worth!

  Business Response

  Date: 10/16/2024

  Conns HomePlus (Conns) appreciates the opportunity to respond to Ms. ******** concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. ******* may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??
  

  Ms. ******* has stated in the complaint:
  1. She purchased furniture that was delivered in June. When delivered, the items were transferred from the delivery truck to her U-haul, but she could not inspect them. Once she unpacked the furniture, she found there were incorrect items;
  2. She visited the store the next day and spoke with the same sales representative and store manager, who both agreed that the information was entered incorrectly in the system but were unable to assist with an exchange;
  3. She is requesting to have her credit report corrected.
  
  1. At Ms. ******** request, her furniture was delivered and transferred to her U-hual on April 3rd. She called the following day, stating the furniture was incorrect. We confirmed Ms. ******* received the correct model selected in-store and listed on her signed contract;
  2. We respectfully deny that Ms. ******* was informed she received the incorrect model. She has been made aware that we are unable to return or exchange the furniture; and
  3. Ms. ******** credit is being reported accurately.
  
  
  We researched Ms. ******** complaint and found that on February 29, 2024, she purchased the Riverdale Reclining sofa and loveseat. As requested, the furniture was scheduled for delivery on April 3, 2024. During the delivery, Ms. ******* requested that the furniture be delivered to her U-haul truck since her home was not ready. Once approved, Ms. ******* signed a release of liability and delivery receipt acknowledging that all items were inspected and received in good condition.
  
  After further review, we show that Ms. ******* contacted us the following day, stating that she received the incorrect furniture. Ms. ******* was informed that we could not authorize a return or exchange since she signed and accepted the furniture during the delivery. We also confirmed that the models listed on her invoice were the correct ones she selected in-store and received during delivery. Therefore, we cannot honor Ms. ******** request to correct her credit report.
  
  
  Conns HomePlus values Ms. ******* as a customer and appreciates her for bringing her concerns to our attention.
  
  
  Sincerely,
  
  
  Customer Relations
  *********************************************

• Initial Complaint

  Date:10/09/2024

  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.

  Since March 25th 2024, conns home plus canceled my warranty for my product. I cancelled all my extended warranty since the warranty company gave could not help me . They told me they canceled so I did not have to do anything. Then they tell me that I had to submit forms for cancellation which I submitted. Since then I have not got a refund . Since March its been almost 7 months and since June, when I submitted paper work, its been almost 4. When I called to get it situated I keep getting the same rely that no one can help me, that even if I got you a manger they cannot do anything else, so no extra effort. Last time I called they said they could not refund me because they were going bankrupt, that I was going to get it eventually but no time frame . In total the insurance cost around 700, and I old used a year of the warranty, the rest was supposed to be refunded . I work hard for my money and to buy a warranty that did nothing for me and to take my money is not right . I needed that money a long time ago to repair my fridge they did not fix. If I can please get help with my refund, I feel like Conns conned me for my money.

  Business Response

  Date: 10/17/2024

  Conns HomePlus (Conns) appreciates the opportunity to respond to Mr. ****** concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mr. ***** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??
  
  
  Mr. ***** has stated in the complaint:
  1. He canceled all the warranties in March but has not received a refund. He is now being told that since we filed bankruptcy, there is no time frame on when he will receive his refund; and
  2. He is requesting a refund.
  
  Our investigation reveals that:
  1. We received Mr. ****** warranty cancellation request in June. The refund was initially processed to his account, but it was later discovered that it was closed. Therefore, the refund was reversed and submitted as a check refund. However, before the check was issued, we filed for bankruptcy, which has an automatic stay in place; and
  2. We have submitted the check request.
  
  
  
  We have reviewed Mr. ****** complaint and found that he first contacted us regarding canceling his warranty on March 25, 2024. He was provided a cancellation form to complete and return to us, but we never received the form. We see that Mr. ***** contacted us back on June 25, 2024, to inquire about his refund, stating that he had submitted the form. We verified that the form was received, and a pro-rated credit of $300.38 was processed to his account. However, we later confirmed that Mr. ****** account was closed; therefore, we reversed the credit to the account and submitted a request for a refund check instead.
  
  After further review, we show that before the check was issued, we had announced that we were going out of business and filing for bankruptcy. The Chapter ********************************** place during the court proceedings, resulting in a delay in the check submission. As of October 17, 2024, we have processed the check request. We ask Mr. ***** to allow up to 7-10 business days to receive the refund check by mail.
  
  Conns HomePlus values Mr. ***** as a customer and appreciates him for bringing his concerns to our attention.
  
  
  Sincerely,
  
  
  Customer Relations
  *********************************************

• Initial Complaint

  Date:10/09/2024

  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 made my final payment of 1800$ on September 19th fulfilling my loan obligation to which they did not accept payment and now with interest I owe 3300$. They have charged my account twice in one month in the past but for the only payment that mattered which was my final payment they did not charge.

  Business Response

  Date: 10/16/2024

  Conns HomePlus (Conns) appreciates the opportunity to respond to Ms. ***** concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. **** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??
  

  Ms. **** has stated in the complaint:
  1. On September 19th, she made a final payment of $1800 to fulfill her loan, but the payment was not accepted, and now she has been charged $3000 for interest;
  2. She is requesting a billing adjustment.
  

  Our investigation reveals that:

  1. No records show Ms. **** made a $1800 payment towards her account in September. Since the cash option balance was not paid in full by the due date, interest has accrued on the account as listed under the terms;

  2. We are unable to process a billing adjustment.
  
  
  Our records show that on September 16, 2023, Ms. **** purchased a MacBook with a 37-month ************** Agreement plan, a desk, a chair, and 3-year internet security. She financed her purchase through Conns on a 34-month Retail Installment loan with payments of $200.42 due on the 16th of each month. Ms. ***** purchase also qualified for a 12-month Cash Option Promotion (COP) of $4,213.40, due by September 16, 2024.
  
  After researching Ms. ***** complaint, we found that she did not pay the entire COP balance by the expiration date, which resulted in interest being added to the loan as listed under the terms. Ms. **** mentioned she made a final payment of $1,800 in September, but the payment was not accepted. However, we could not locate any payment attempts from Ms. **** in September. Her last payment of $200.42 was processed on August 30, 2024. If Ms. **** can provide any supporting documents showing her final payment was submitted, we will happily review her concerns further.
  
  
  Conns HomePlus values Ms. **** as a customer and appreciates her for bringing her concerns to our attention.
  
  
  Sincerely,
  
  
  Customer Relations
  *********************************************

  
  

  Customer Answer

  Date: 10/17/2024

  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 the log in verification for the morning I made the payment, unfortunately I was at work and did not screenshot the confirmation, submitted the payment and went back to work. The following document is my bank account that I use as a secondary account for savings from which I made the payment and don't check regularly. Both of which show I logged in to make the payment and had more than enough means to do so. I have called costumer service over 6 times to which they have no solution and barely speak English. Please be for real. They even stated they would extend the date to get the pay off and to call back after 72 hrs to which when I called back they said they wouldnt do. This company is a scam and when you think you finally paid your bill off before the end of the contract theyll conveniently not have records of it. 
  
  Regards,
  
  
   
  

  Business Response

  Date: 10/18/2024

  We appreciate the opportunity to respond to Ms. **** additional comments. Ms. **** did not include documents to support her claim. For further consideration, we ask that Ms. **** please provide supporting documents showing that the payment of $1,800.00 was made in September. 

• Initial Complaint

  Date:10/09/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been attempting to cancel my furniture warranty for the past three months. Despite multiple emails and phone calls to Conn's customer service, Mortgage Furniture, and Assurance, my issue remains unresolved. I have filed numerous tickets in an effort to find a solution, and have repeatedly requested to speak with a supervisor or manager, but these requests have been ignored. I was even transferred to a lawsuit representative, simply because I wanted to cancel a warranty. Each customer service representative has promised to assist me in finding a solution, but I have had to call back repeatedly without any progress. I have received various responses, including assurances that a refund has been issued, requests for more time, the creation of additional tickets, and even the assertion that warranties cannot be canceled. I am at a loss for options and hope that this message will finally provide me with the answers I seek.

  Business Response

  Date: 10/17/2024

  Conns HomePlus (Conns) appreciates the opportunity to respond to Ms. ******** concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. ******* may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??
  
  
  Ms. ******* has stated in the complaint:
  1. She has attempted to cancel the warranty on her furniture for the past three months but has not been able to get assistance, and
  2. She is requesting a billing adjustment.
  
  Our investigation reveals that:
  1. We received Ms. ******** warranty cancellation request in July. At that time, we had announced that we were going out of business and filing for bankruptcy. The Chapter ********************************** place during the court proceedings, which has caused a delay;
  2. Ms. ******** warranty has been canceled, and a pro-rated credit is pending.
  
  
  We have reviewed Ms. ******** complaint and found that we received her warranty cancellation request on July 30, 2024. At that time, we had announced that we were going out of business and filing for bankruptcy, resulting in a delay. We have since canceled the warranty on all furniture pieces, and a pro-rated credit of $191.96 is pending. Once we have further instruction, we can proceed with the credit.
  
  The Chapter ********************************** place during the court proceedings. There is no one to escalate this to who can make a different decision, as we are under the rule of the judge presiding over the case.
  
  
  Conns HomePlus values Ms. ******* as a customer and appreciates her for bringing her concerns to our attention.
  
  
  Sincerely,
  
  
  Customer Relations
  *********************************************

  Customer Answer

  Date: 10/21/2024

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

• Initial Complaint

  Date:10/08/2024

  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 ordered a refrigerator from Conns HomePlus on the 26th of September for delivery. when they delivered my fridge, the delivery drivers did damage to my washer and dryer. When I brought this to Conns attention they were rude and said why did you wait to report I informed them that I called the same day and they were closed and the very next day we were hit with hurricane ****** and had no cell phone signal nor did we have power for almost a week, they then put me on hold and when they came back on the line they told me I signed a liability waiver which I never did, after I informed him that I did not sign that paper I was hung up on. When I called back, I was connected and informed the woman that I only signed one paper for receipt of delivery and she said I actually believe you because there is two different paperworks here, but one has a different signature not like yours (sounding like someone with Conns forged my signature). I then was placed on a brief hold, she then came back on the line, which is recorded, and said I am going to escalate this to an incident report she then told me that someone did indeed forge my name in the liability waiver. This is all on a recorded line. She told me in her own words someone forged my signature so it had to turn into an incident report. I received a response 10/8 stating that there is no damage and they cant do anything about it from a random person at the warehouse that would have no idea if there is or isnt damage. They are now actively trying to explain this away and not compensate me for damage because they committed fraud.

  Business Response

  Date: 10/17/2024

  Conns HomePlus (Conns) appreciates the opportunity to respond to Ms. ******** concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. ******* may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??
  
  
  Ms. ******* has stated in the complaint:
  1. When her fridge was delivered, the delivery drivers damaged her washer and dryer;
  2. She called to report the damages but was told she signed a liability waiver but never did. She later called back and was informed by an agent that there were two different signatures on her paperwork and was told that someone had forged her name in the liability waiver;
  3. She is requesting a refund.
  
  Our investigation reveals that:
  1. Ms. ******* purchased a refrigerator that was delivered on September 26th. During the delivery, no issues were reported regarding any items being damaged. Furthermore, the delivery team took photos of the delivery, which included the washer and dryer, and no damage was visible;
  2. Ms. ******* spoke with an agent on October 4th and mentioned never signing a damage waiver. The agent did agree that the signature on the delivery receipt and liability waiver were different; therefore, an incident ticket was created for review. However, after the review, the damage claim was denied based on the photos taken during delivery, and no damage was reported when the item was delivered;
  3. We are unable to honor Ms. ******** request for a refund.
  
  
  Our records show that on September 20, 2024, Ms. ******* purchased a Bespoke refrigerator and was scheduled for delivery on September 26, 2024. Ms. ********* refrigerator was delivered and signed, acknowledging that the item was inspected and received in good order.
  
  We investigated Ms. ******** complaint and found that she contacted the customer service department later that night after receiving her refrigerator to report that the delivery team damaged the washer and dryer in her home. Ms. ******* was informed that the delivery department was closed but to contact us back tomorrow. However, she did not contact us back until October 4, 2024. During the call, Ms. ******* mentioned that she experienced a hurricane and could not call. At that time, Ms. ******* was informed that we could not proceed with a claim since she had signed a liability waiver and had accepted the merchandise. She mentioned that she did not sign any waiver and only signed for the refrigerator. After speaking with a different agent, Ms. ******* was informed that since the signatures on both documents did not match, an incident ticket would be opened to review her damage claim.
  
  After further review, we show Ms. ******** claim was denied. Based on the findings, the delivery team had Ms. ******* sign a liability waiver due to her entrance space (where the washer and dryer were stored). The delivery team took photos of the refrigerator and the washer and dryer as part of the liability delivery, and no damages are visible on any item. Ms. ******* accepted her delivery at 3:23 P.M. but did not call to report any issues until  7:02 P.M. (over three hours). The delivery team has denied any damage as a result of the delivery. Therefore, we cannot honor Ms. ******** refund request. We will be happy to review further if Ms. ******* has any supporting documents regarding her claim.
  
  
  Conn values Ms. ******* as a customer and appreciates her for bringing her concerns to our attention.
  
  
  Sincerely,
  
  
  Customer Relations
  *********************************************

• Initial Complaint

  Date:10/04/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am hospital director of a large Veterinary Practice that is very, very busy. Starting over a week ago, we began receiving calls from Conns HomePlus **************. When we answer they immediately hang up. There is usually a pause of maybe 10 seconds but then the phone hangs up. These calls are coming at roughly 15 minute intervals - ALL DAY LONG/EVERY DAY.I started calling them back and people who answer are obviously in an Asian country based on the accents and when you ask their name it is **** etc. They then ask, "What is the number you are calling from?", then they say, "We are not calling that number." Conn's has a rating online of 1.1. That means at some point one or two people gave them 2 stars. They have always been a company trying to get people who are without credit, charge them high interest rates for inferior products, then hounding them into the abyss if they do not pay. They are now in Chap. 11 Bankruptcy and it would appear their strategy to get out is to try to hound every client they ever had. Our clinic has NEVER been a customer and I personally would not darken their doorway. I pray they will be forced into Chapter 7. There is NO ******* NUMBER THAT RINGS TO ANYONE ASSOCIATED WITH THE COMPANY HERE IN *******. ALL NUMBERS ARE FORWARDED TO ****. NO ONE ANSWERING THE PHONE THERE HAS ANY CONTROL OVER WHO GETS CALLED BECAUSE THEY ARE USING AN AUTODIALER OR A PREDICTIVE DIALER. PLEASE Ask the current CEO, ***, or *** to show themselves. THEY need to act like adults and they are hiding like scared little children - BECAUSE THEY KNOW THEIR ACTIONS ARE HIGHLY WRONG. THEY ARE THE EPITOMY OF EVIL. We must answer our phones and our team does not have time to check every caller ID. The time wasted on this takes away from caring for sick and injured animals and their families. This is WRONG and it is EVIL.

  Business Response

  Date: 10/09/2024

  Conns HomePlus (Conns) appreciates the opportunity to respond to Mr. ******* concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mr. ****** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??
  
  
  Mr. ****** mentioned in his complaint that his business has begun to receive calls from Conns. After investigating this matter, we could not find any records of calls based on the information Mr. ****** provided in his complaint. However, we take this matter seriously and wish to investigate further. We ask that Mr. ****** provide us with the business contact number being called to ensure the information is removed from further potential calls.
  
  
  We sincerely apologize for any inconvenience Mr. ****** has experienced.
  
  
  
  Sincerely,
  
  Customer Relations
  *********************************************