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:09/09/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a dishwasher from Conn's. It was delivered, then installed. When it was finally installed after 2 hours of the installation technician not having the knowledge of installing dishwashers, he left without checking that the dishwasher was not damaged. At that point, I started to try to load the dishwasher and found the top rack was almost falling off and there was not way to use the dishwasher. I immediately contacted Conn's and told them about the damaged dishwasher. They said it would need to be scheduled to be uninstalled, then scheduled again to have a new one installed. At this point, I told them I just wanted them to come and pick up the dishwasher and cancel the purchase. They said they would do that. After many more calls, they finally came and uninstalled the dishwasher, but did not take it. The damaged dishwasher is still sitting in my garage since I have contacted them over and over about picking it up. Now they are charging me for installation. I am not going to pay for installation of a damaged dishwasher that could not be used. I have tried contacting everyone I could in every way possible with no help. Each person just sends me to someone else and no one can help. I should not be expected to pay for installation of a damaged dishwasher that I was never able to use and is still sitting in my garage waiting to be picked up after 6 months.

  Business Response

  Date: 09/26/2022

  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 a dishwasher and when the unit was installed, she discovered her dishwasher was damaged;
  2. She has tried on several occasions to contact us to have dishwasher returned, but have been unsuccessful;
  3. She is requesting a billing adjustment.
  
  Our investigation reveals that:
  1. On February 21st, we were notified that Ms. *******’s dishwasher was damaged during the installation and we agreed to return the unit;
  2. On March 4th, we attempted to pick up Ms. *******’s dishwasher, but she was not available. We show multiple contact attempts have been made to reschedule Ms. ******* to have her dishwasher picked up, but all attempts have been unsuccessful;
  3. We confirmed Ms. *******’s invoice has been canceled and her account is pending closeout.
  
  Our records show on February 18, 2022, Ms. ******* purchased a Frigidaire dishwasher with installation. We confirmed Ms. ******* elected to have her dishwasher delivered.
  
  We researched Ms. *******’s concerns and found on February 20, 2022, her dishwasher was received in good order. We confirmed Ms. ******* was scheduled to have dishwasher installed on February 21, 2022. However, Ms. *******’s dishwasher was damaged during the installation. Therefore, we agreed to return the unit. On March 4, 2022, Ms. ******* was scheduled to have her dishwasher picked up, but she was not home and unavailable. Our records reflect that we attempted to contact Ms. ******* that same day (March 4th) to reschedule her appointment, but we were unsuccessful.
  
  Prior to receiving Ms. *******’s complaint, we show the dishwasher and installation fee were successfully canceled from her invoice and total credit of $1009.47 was processed to her account. Since Ms. *******’s invoice has been canceled, we have made multiple attempts for contact to schedule an appointment to pick up her dishwasher on September 22, 2022, September 23, 2022, and September 26, 2022, but all attempts were unsuccessful.
  
  As of September 26, 2022, we confirmed that Ms. *******’s account is pending closeout. We ask that she contact us at 1-844-894-0717 to schedule an appointment to have her dishwasher returned.
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

• Initial Complaint

  Date:09/07/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened an account with Conns appliance in 2017. I paid off the account in 2020. I was told by a representative that this account would be deleted off my credit report. They did remove the account from ********** but it is still showing on my credit report with ******* *** ********. This needs to be removed immediately

  Business Response

  Date: 09/12/2022

  Conn Appliances, Inc. (“Conn’s”)
  appreciates the opportunity to respond to the concerns Mr. ******* has regarding
  account(s) *********. We have a more than 130-year history of quality customer
  service and satisfaction, and I would not want anything to impair that record.
  Our contact information is located on Mr. *******’s retail installment contract
  or promissory note and security agreement, invoice, coupon book, and
  welcome letter. As a reminder, he may contact Conn’s regarding questions about
  the purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or
  on-line at www.conns.com.  
  
  Mr. ******* stated in the
  complaint that:
  He paid his account off in 2020;
  He was told the account would be deleted from his credit report; and
  He would like the account removed from his credit report.
  

  Our investigation reveals that:
  Mr. ******* settled his charged off account for less than the full balance on January 28, 2021;
  Conn’s respectfully disagrees that Mr. ******* was told Conn’s would delete the account from his credit report; and
  Conn’s is unable to remove the account from Mr. *******’s credit report.
  According
  to our records, Mr. ******* signed a 36-month promissory note and security
  agreement on January 28, 2017 and he agreed to pay the minimum monthly payment
  of $198.02 which was due on the 12th of each month.  Mr. *******’s account charged off on October
  31, 2017 due to payments not being made timely.
  
  On January 28, 2021, Mr. ******* contacted Conn’s billing department
  regarding a settlement offer that was extended to him to pay 20% of the account
  balance owed in order to settle the account.
  
  At that time, Mr. ******* asked the agent if Conn’s would delete
  the account from his credit report if he paid the settlement amount of $998.45.
  The agent informed Mr. ******* that Conn’s does not delete accounts as we are
  obligated to report factual information.  The agent informed Mr. ******* that the
  account would be updated to reflected charged off/settled for less that then
  full balance owed/ closed.
  
  Mr. ******* paid the settlement amount, and the account was
  updated.
  
  Conn’s is obligated to report factual information to the credit reporting
  agencies, and we are unable to remove the account from Mr. *******’s credit report.
  The account is being reported as charged off/ settled for less than the full
  balance/ closed. Conn’s has included a copy of Mr. *******’s signed documents
  for his records.
  
  Conn’s appreciates Mr. ******* for bringing his concerns to our attention.
   

  
  

  Customer Answer

  Date: 09/21/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  
  I was specifically told by the representative that the account would be removed. Please review your audio recording of that phone conversation and it will show what I have stated. 

  Please provide me with a copy of that recording if you feel I am in error. If you are unable to obtain or send me a copy, then this needs to be deleted immediately from my credit reports. 

  
  

  
  
  
  Regards,
  
  ******* *******

  
  
  
  
   
  

  Business Response

  Date: 09/22/2022

  As stated in our previous ressponse, Conn's is obligated to report factual inforamtion to the credit reporting agencies and we are unable to remvoe the account.  

• Initial Complaint

  Date:09/07/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an ac unit in nov 2021, found out needed a different type of outlet had to wait for that... once I got the outlet fixed the ac unit did not work. Contact. Conns and the set appoint with GE, they came out and said ordering the part but will not be in until end of May 22, Mind u its the end of February. Contact conns again told them what was told stated they would replace this one. They exchange ac and this one was broken to! I was extremely mad. Again repair guy came out said had to order part once again now in to march. Starting to warm up in home with my grand son who has asthma. Needed ac a little more faster. Then April or may. So my son in law found me an ac , took out that one and took it back to Conns in burleson tx. He placed it in a cart and pushed it in gave them my name. And walked out.... i have spoke with conns they want me pay for something i dont have and when i spoke with corporate I got different thing to. I did call them and the girl at the othet end had no clue, they dont have the ac unit! Now al most every day they place it on my credit. Yes i told them i was not paying for something thats broken / and dont have. Wanted me to come in a sign a. Volutary repo paper. Done dealing with then but the issue, all i want is this this off my credit .

  Business Response

  Date: 09/22/2022

  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: 
  She contacted us due to her ac unit was not working and when the unit was inspected, parts were needed. However, she was informed the parts were on backorder until the end of May;
  She contacted us again and was informed that the unit would be exchanged. Once the unit was exchanged, however, the replacement ac unit did not work;
  She dropped her ac unit to her local Conn’s after obtaining a different unit, but was advised she was still responsible for her monthly payments; and
  She is requesting that we correct her credit bureau.
  
  Our investigation reveals that: 
  On March 28th, Ms. ****** contacted us and requested service on her ac unit. We confirmed the unit was inspected and the technician was scheduled to complete repairs on April 13th;
  There are no records on file that reflect Ms. ******** ac unit was replaced or where an exchange was approved;
  On April 23rd, we were advised that Ms. ****** had abandoned her ac unit at her local Conn’s HomePlus store; and
  We have agreed to honor Ms. ******** request.   
  
  Our records show on November
  10, 2021, Ms. ****** purchased a GE 11.8k cool/11k BTU heat air conditioner
  that came with a limited 1-year manufacturer’s warranty. We confirmed Mr.
  ******** air conditioner was delivered on November 14, 2021, as requested.
  
  Conn’s Return & Exchange Policy states No Returns &
  Exchanges on air conditioners after 7-days, and the unit must be in new and
  unused condition. 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. ******** concerns and found that she contacted
  us on March 28, 2022, stating that her air conditioner was not cooling. Ms.
  ****** was advised that she would be scheduled for March 30, 2022, with a
  third-party service technician to inspect her air conditioner. However, on her
  scheduled date, she was not available, and her appointment was rescheduled. On
  April 1, 2022, the technician inspected Ms. ******** air conditioner and found
  the motherboard needed to be replaced. We confirmed the technician ordered the
  part needed and was scheduled to return on April 13, 2022. The technician
  arrived at Ms. ******** to complete her repairs, but she was not available, and
  we were unable to reach Ms. ****** to reschedule. Therefore, Ms. Bureau’s
  service claim was closed on April 15, 2022.
  
  After further review, we show that we were notified on April 23,
  2022, that Ms. ****** abandoned her air conditioner at her local Conn’s
  HomePlus store. Our records show that a return authorization was later issued,
  to return Ms. ******** air conditioner and close out her account. However, we
  show there was an error in processing the return, which caused a delay. As of
  September 21, 2022, the return of Ms. ******** air conditioner has been
  completed and a full credit of $649.49 has been processed to her account. Also,
  a correction has been sent to have Ms. ******** credit ****** updated to have
  all negative marks that were assessed removed. We ask that Ms. ****** allow
  time for her credit report to be updated, which may take up to 1-2 billing
  cycles.
  
  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:09/06/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: 9/1/22
  I went to Conn's searching for a sofa to purchase. I was already hesitant when I found a sofa of my liking because of how overwhelming and pushy the sales associates were that kept hounding me the entire time. After making the decision to purchase a sofa I was told it would more than likely be here the next day but that it depended on when I finalized the order. They told me the order would go into a "queue of all other orders placed and the sooner I made the order the sooner the sofa would arrive". SO that's what ultimately made me decide to order it right then and there. I was given a packing slip and invoice paper stating my purchase was expected to be here on 9/2/22 and upon leaving the store's manager Ray Bueno made it a point to address me to ensure I had all the correct paperwork I needed since the sales associates who helped me was "new". I called to check status on Sunday and was told it was there and ready for pickup. I told them I couldn't pick it up that day that I would pick it up on Tuesday and that was it. I then receive a voicemail the next day saying the sofa had arrived along with their pickup hours. NOT ONE TIME DID ANYONE INFORM ME THAT THEIR WAREHOUSE (which is where my sofa would be stored) IS CLOSED ON TUESDAYS & THURSDAYS. I find this information out when I showed up to the store today during the times I was given via voicemail and the times posted on their website, just so Manager- Ray Bueno can hand me a piece of paper with the "Customer Pick-Up Hours" info on it. Then tells me that "they definitely dropped the ball on their end and the only way he could compensate me for their fault was taking $100 off of the $169 delivery fee and have it delivered by Thursday or Friday the earliest OR if I wanted to just cancel the order." Due to their poor management, lack of customer service, and failure to resolve/ compensate this issue I will never be purchasing from Conn's again.

  Business Response

  Date: 09/16/2022

  Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to Ms. ********** concerns. We have a more than 130-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. ******** may contact Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252 or online at www.conns.com.?
  
  Ms. ******** stated in the complaint that:
  1. She purchased a sofa and was told the item would be available to pick up but was never informed that the warehouse was closed on Tuesdays and Thursdays; and
  2. She is requesting to receive free delivery due to the inconvenience.
  
  Our investigation reveals that:
  1. Ms. ********** sofa was initially available for pickup on 9/2/22, however; she was not available to pick it up on that date. She attempted to pick up the sofa on a date the warehouse was closed; and
  2. Ms. ******** was able to successfully pick up her sofa on 9/7/22.
  
  Our records show on 9/1/22, Ms. ******** purchased a Dominick sofa which comes with a 1-year limited manufacturer’s warranty. We show Ms. ******** elected to have her sofa picked up which was scheduled to arrive on 9/2/22.
  
  We researched Ms. ********** complaint and found that she contacted us to find out if the sofa was available. Ms. ******** was made aware that the sofa was available for pickup at her earliest convenience. Upon arrival at her local Conn’s, Ms. ******** was made aware that the warehouse was closed and she would not be able to pick up the sofa on that day. Ms. ******** expressed her dissatisfaction with not being informed of this information prior and requested to receive free delivery. At that time, she was offered a $100 concession off the cost of delivery but declined the offer. We confirmed Ms. ******** was able to pick up her sofa from the warehouse on 9/7/22 and signed her pickup slip acknowledging the item was received in good order. Due to the misunderstanding regarding the pick-up of the sofa, we show a $50 concession was taken off the retail price of the item and a credit of $54.13 was processed back to Ms. ********** Mastercard.
  
  Although we were not able to deliver the sofa at no cost, we confirmed the sofa has been picked up. We sincerely apologized for any inconvenience Ms. ******** experienced during this process.
  
  Conn’s HomePlus values Ms. ******** as our customer and appreciates her for bringing this matter to our attention.
  
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

• Initial Complaint

  Date:09/05/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have paid this account off with Conns, and they even sent a check for the overpayment in April 2022. However for the last 3 months, they have called 35 times a week (Sunday through Saturday) —I have records—-harassing me for more money. I have paid them more money and they still have not gone away.
  
  I have asked for a payment record as well as accounting of money owed multiple times. They have not provided it.

  Business Response

  Date: 09/14/2022

  Conn Appliances, Inc. (“Conn’s”)
  appreciates the opportunity to respond to the concerns Mr. **** has regarding
  account(s) ********** We have a more than 130-year history of quality customer
  service and satisfaction, and I would not want anything to impair that record.
  Our contact information is located on Mr. ********* retail installment contract
  or promissory note and security agreement, invoice, coupon book, and
  welcome letter. As a reminder, he may contact Conn’s regarding questions about
  the purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or
  on-line at www.conns.com.  
  
  Mr. **** stated in the
  complaint that:
  He paid his account off;
  He was sent an overpayment refund in April 2022; and
  He would like an explanation of charges.
  

  Our investigation reveals that:
  Mr. **** paid two previous accounts off;
  An overpayment amount was moved from account ********* to account ********** however, he has not received an overpayment refund for account ********** and
  The explanation of charges is provided below.
  According
  to our records, Mr. **** signed a 36-month promissory note and security agreement
  on February 9, 2020. The agreement created account ********* and he agreed to
  pay the minimum monthly payment of $344.86 which is due on the 24th of each month.
  
  The account also included the remaining balance from account
  *********.
  
  Conn’s has no record of sending Mr. **** an overpayment refund for
  account ********* in April 2022.
  
  Our records indicate that payments were moved from account *********
  to account ********* as Mr. **** was sending his payments to account *********
  in error.
  
  As of September 14, 2022, the payoff amount on account *********
  is $825.08. Mr. **** has paid 29 of the 36 payments owed on the account. Please
  note, the payoff quote is valid for 10-days. We ask that Mr. **** please
  contact Conn’s billing department for an up-to-date payoff quote if he would
  like to pay the account balance in full.  We have included a copy of Mr. ****’s signed documents and payment
  history for his records.
  
  Conn’s appreciates Mr. **** for bringing his concerns to our attention.
   

  Customer Answer

  Date: 09/21/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  So Conn’s is willing to testify in a court of law that it has NOT in the year of 2022 sent a check to ****** ****? Conn’s would be willing to accept all court costs and legal costs if it can be verified that they have issued  a check this year? Put your money where your mouth is. The harassment will stop, whether I need to file a court order or not. 
  
  
  
  Regards,
  
  
  
  
  
   
  

  Business Response

  Date: 09/22/2022

  No further action is required. 

• Initial Complaint

  Date:09/04/2022

  Type:Customer Service 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 never done business with this company. Since Aug, 2022, they have called my phone number continuously from random numbers at various times of the day. My next step is a complaint if the calls do not stop. I've done no business with this company. Please remove me from all of your lists.

  Business Response

  Date: 09/06/2022

  Conn Appliances, Inc. (“Conn’s”)
  appreciates the opportunity to respond to the concerns Ms. ******** has regarding
  collection calls. We have a more than 130-year history of quality customer
  service and satisfaction, and I would not want anything to impair that record. As
  a reminder, she may contact Conn’s by calling our Customer Service Helpdesk at
  1-877-358-1252, or on-line at www.conns.com.  
  
  Ms. ******** stated in the
  complaint that:
  She began receiving collection calls for an
  account that is not hers; and
  She would like the calls to stop.   
  

  Our investigation reveals that:
  Conn’s has placed a cease communications on
  the telephone number Ms. ******** provided.

   

  Conn’s
  has placed a cease communications on the telephone number Ms. ******** provided
  in her complaint.  Conn’s appreciates Ms. ******** for bringing her concerns to our
  attention and apologizes for any inconvenience she experienced due to this
  matter.   

  Customer Answer

  Date: 09/06/2022

  [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:09/04/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I missed a call from this company, I called them back to inform them that I do not have anything with them. Never bought anything, so I had asked for my number to be removed from the account that this is registered to, then asked to speak with a supervisor. The agent declined, I asked 3 maybe 4 times agent refused. Then hung up, then I called back to speak with the supervisor again the second agent hung up as well called back a 3rd time & spoke with an agent who said supervisor is on lunch. And I already know that they are not going to call back.

  Business Response

  Date: 09/06/2022

  Conn Appliances, Inc. (“Conn’s”)
  appreciates the opportunity to respond to the concerns Mr. ******* has regarding
  collection calls. We have a more than 130-year history of quality customer
  service and satisfaction, and I would not want anything to impair that record. As
  a reminder, he may contact Conn’s by calling our Customer Service Helpdesk at
  1-877-358-1252, or on-line at www.conns.com.  
  
  Mr. ******* stated in the
  complaint that:
  He began receiving collection calls for an account
  that is not hers; and
  He would like the calls to stop.   
  

  Our investigation reveals that:
  Conn’s has placed a cease communications on
  the telephone number Mr. ******* provided.
  

  Conn’s
  has placed a cease communications on the telephone number Mr. ******* provided
  in the complaint.Conn’s appreciates Mr. ******* for bringing his concerns to our attention
  and apologizes for any inconvenience he experienced due to this matter.   

• Initial Complaint

  Date:09/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an 85 inch TV for $1,299 + tax on August 20, 2022 from the Conn's at Gulfgate, Houston, TX.
  I took it home the same day in a sealed box and was sold to me as a brand new product.
  I unboxed the TV on the evening of August 23rd and it revealed a cracked screen (see picture attached).
  I went to the store the next day only to be told to call customer service. I called customer service and was told to email them the TV information (model information, etc) and to wait 72 hours for a response. I received no response. Called again and was told to send photos by email of the TV both on and off, then wait another 72 hours for a response. I sent the photos and received no response. I called again on August 30th to be told that the it will not be replaced even though it blatantly has a cracked screen and it is not in working condition. I was told my only option was to call the manufacturer. Just like all your other instructions for the past 5 days, I followed the same.
  
  I spoke to Samsung as directed and the manufacturer stated that because the purchase is less than 30 days old (really less than 10 days) and the store where it was purchased should be replacing the product. The only other option from the manufacturer if the store continued to refuse to do what is right, is to pay for repair of the screen at almost $2,000 with labor. Which is more than the TV costs. They highly suggested to try to talk to the store. I sent another email to Conns service on 09/1st asking for them to replace/exchange the TV. They immediately responded and said they would not because warranty was lost the moment the TV left the premises (their store). Nowhere on the purchase agreement does it state that my sealed box was non returnable/final sale or a damaged product. How would I, as a consumer, know that my $1,300 purchase, which I received in a huge sealed box, was going to be broken and not in working condition? No one at the store even verbally told us to unbox it while at the stor

  Business Response

  Date: 09/12/2022

  Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to Mr. ****** concerns. We have a more than 130-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mr. **** may contact Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252 or online at www.conns.com.?
  
  Mr. **** stated in the complaint that:
  1. He was told he purchased a new TV and took the item from the store in the factory seal but after opening the item he found the screen was cracked
  2. He contacted us and provided photos of the TV and was told he would be contacted back within 72 hours but never received a response;
  3. He is requesting either receive a replacement, repair, or store credit for a new TV.
  
  Our investigation reveals that:
  1. At the time of purchase, Mr. **** signed his invoice acknowledging that the item was received in good order. Once the merchandise has left our facility, we are unable to determine when or how the damages may have occurred;
  2. Mr. **** contacted our customer service department on 8/24/22 to report after opening his TV, lines are going across the screen. The following day he was notified to contact the service department to inspect the TV. Based on the photos he provided, we confirmed the screen was cracked which is not covered;
  3. As a gesture of goodwill, we agreed to issue an even exchange.
  
  
  Our records show on 8/20/22, Mr. **** purchased a Samsung 85” TV which comes with a 1-year limited manufacturer’s warranty. We show Mr. **** elected to take his television from his local Conn’s that same day and signed his invoice acknowledging that the item was received in good order.
  
  We researched Mr. ****** complaint and found that he contacted us 4-days after receiving his TV, stating that after unboxing his TV and turning it on there are lines on the screen. Mr. **** was informed to contact the service department to schedule an inspection to determine if the reported issue is covered. We show Mr. **** contacted the service department on 8/29/22 to schedule an inspection. Mr. **** was informed to provide photos to the service department of the TV before scheduling an inspection. Once we received and reviewed the photos provided, we confirmed that the screen displayed physical damage which is not covered under the manufacturer’s warranty, therefore, the service claim was closed.
  
  After further review, we show Mr. **** contacted us back numerous times in an attempt to get a different response. Mr. **** mentioned that the contacted the manufacturer who stated Conn’s should exchange the TV since the item came out of the box damaged. We show Mr. ****** concerns were escalated to upper management for further review. Although Mr. **** signed his invoice acknowledging the TV was received in good order and contacted us 4-days after receiving his TV, we agreed to honor his request for an exchange as a one-time gesture of goodwill. We show Mr. **** initiated his exchange on 9/3/22 and took his new TV from his local Conn’s that same day.
  
  Conn’s HomePlus values Mr. **** as our customer and appreciates him for bringing this matter to our attention.
  
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

• Initial Complaint

  Date:09/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a computer and furniture set from them back on July 30th, the furniture that was delivered was not as advertised and after a lengthy back and forth they advised me I could return it. I have since returned the set and was told if I go and get a different set to replace it I could merge the two lines of credit on the computer and new set into one account which I am not finding out that isn't possible and according to their customer service they don't even have the records that I had the original set. I'm getting a run around and a "call back later" request from anyone at conns I talk to and their e-commerce department is also telling me there's nothing they can do to make up their managers promise that it would be merged. The managers name at the ***** **** ******* ******** who promised this to me is not answering my calls and I'm not able to get anyone else to help. I'm feeling ripped off and now I'm stuck with two payments a month and no one will help.

  Business Response

  Date: 09/12/2022

  Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to Mr. ******** concerns. We have a more than 130-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mr. ****** may contact Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252 or online at www.conns.com.?
  
  Mr. ****** stated in the complaint that:
  1. He purchased a computer and furniture set but the furniture that was delivered was not as advertised;
  2. He was informed that if he reselects a new furniture set, the purchase could be combined with his original purchase but is now being told that we cannot combine the accounts; and
  3. He is requesting to receive a billing adjustment
  
  Our investigation reveals that:
  1. Mr. ****** elected to purchase a computer and right arm loveseat online. However; after receiving the loveseat, he contacted us stating that he thought he purchased a completed set and requested to return the loveseat. We agreed to return the item as a one-time goodwill gesture;
  2. Mr. ******** items were financed through ******** ***** ******* and he was informed that he would need to reach out to them directly to determine if they offer the option to combine his purchases; and
  3. We are unable to honor Mr. ******** request to receive a billing adjustment.
  
  
  Our records show on 7/30/22, Mr. ****** elected to purchase the Hayes Right Arm Loveseat and an Acer Nitro Bundle from our online website which was financed through ******** ***** *******. Mr. ****** elected to pick up his computer from his local Conn’s on 7/31/22, however; the loveseat was scheduled for delivery.
  
  We researched Mr. ******** complaint and found that he contacted us on 8/5/22, stating that he thought the loveseat purchased online came with the chair and cocktail table. After reviewing the purchase, Mr. ****** was informed that our website list the item he purchased as a “right arm” loveseat and also states that the other pieces are sold separately. Mr. ****** expressed his dissatisfaction and requested to return the loveseat. As a gesture of goodwill, we agreed to honor his request and sent him a return shipping label to send the item back. Once we received the loveseat, the item was canceled from his invoice and a credit of $300.00 was submitted to his ******** ***** ******* account. We show Mr. ****** visited his local Conn’s on 8/6/22 and purchased the ****** ***** ********* ** ******* ******** which was financed through ******** ***** *******. We confirmed the furniture was delivered to Mr. ****** on 8/12/22 in good order.
  
  After further review, we show Mr. ****** contacted us on 9/2/22, stating that he originally purchased his computer and furniture on one account but the furniture was returned and he was told to reapply for credit and his new purchase could be combined with his previous account. Mr. ****** was informed that since the item was purchased on separate invoices and financed through ******** ***** *******, he would need to contact them directly to determine if the account could be combined.
  
  Although we are unable to honor Mr. ******** request to receive a billing adjustment, he may contact ******** ***** ******* at 1-855-721-1188 to determine if his accounts can be combined.
  
  Conn’s HomePlus values Mr. ****** as our customer and appreciates him for bringing this matter to our attention.
  
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

• Initial Complaint

  Date:09/01/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 11th they received a check from to pay off my account, the check amount was for the amount that was pulled off line which was way more then owed because they add the interest even though it was interest free for that 1 year. I called on August 17th and my refund check would be $828. I was told that it would be processed and sent out within 7 to 10 business days. I called again today and customer service stated that it is being processed but could not tell me more then that. I wanted to know was the check cut and mailed. She checked with billing dept who states it can take up to 30 days to process and they had no other information. I asked for their accounting department and was advised they have no phone numbers or way to contact them. I asked for a manager I was told the same thing again. I then said I wanted to speak to the billing department where I was advised they had a manager. I was transferred to the billing department and repeated my story. The woman put me on hold and came back and said that they have no updates and all the manager told her was it could take up to 30 days from the 17th when I called. I asked for the manager and was advised he would be telling me the same thing. I finally was connected to this manager that was down right rude. I simply asked could he see if the check was cut and sent and he started raising his voice and stating he already told me the check was written. "No you said it was processing, there is a difference" He went on to say that there are 1000's of employees all over and he can not walk over to San Antonio Texas to see if my check is in the mail. I simply advised him not to speak to me in that tone especially since I was not being rude to him I simply wanted answers to where my $828 was. It is hard to believe that as a manager he could not make a call to the accounting dept to see if the check went out or how much longer it will be. The manager's name in the billing department was Zack and his ID# ******.

  Business Response

  Date: 09/14/2022

  Conn Appliances, Inc.
  (“Conn’s”) appreciates the opportunity to respond to the concerns Ms. ****** has
  regarding account *********. We have a more than 130-year history of quality
  customer service and satisfaction, and I would not want anything to impair that
  record. Our contact information is located on Ms. ******’ retail installment
  contract or promissory note and security agreement, invoice, coupon book,
  and welcome letter. As a reminder, she may contact Conn’s regarding questions
  about the purchase by calling our Customer Service Helpdesk at 1-877-358-1252,
  or on-line at www.conns.com.  
  
  Ms. ****** stated in the
  complaint that:
  She overpaid her account; and
  She would like the overpayment refund sent
  to her.   
  

  Our investigation reveals that:
  Ms. ******’ overpaid her account; and
  The overpayment refund has been sent to Ms.
  ******.
  

  According
  to our records, Ms. ****** paid her account balance in full on August 17,
  2022.  The account was overpaid by
  $828.41.
  

  Ms. ******
  contacted Conn’s on August 18, 2022 regarding the overpayment refund.  At that time Ms. ****** was informed that he
  overpayment was being processed and to allow 7-10 business days for processing.
  

  On
  September 1, 2022, Ms. ****** contacted Conn’s again regarding the status of the
  overpayment refund.  The agents Ms.
  ****** spoke with informed her that the refund was in process, but they were
  unable to determine if the check had been mailed.
  

  The overpayment
  refund process was completed on August 26, 2022 and the check was mailed to the
  address Conn’s has no file for Ms. ******. 
  We ask that Ms. ****** please contact Conn’s customer service if she has
  not received the check.
  

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