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

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  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:08/31/2022

  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.

  Our tv had physical damage to it and I called in to see if we had an extended warranty I was advised we did and that it would be covered and fixed and we only needed to send in pictures to have a technician come out and fix it. Once the pictures were submitted we never received a call back from anyone. I ended up calling back later on that day to confirm if my pictures were received and when would someone call me to come out and fix the TV. The rep said someone would be contacting me shortly before the end of the day to set up the appointment and if I didn't hear back then someone would call me first thing tomorrow morning to set up a time to come out. Next thing you know it's well past 8 pm no call or anything. The next day still no call was received by them. I called them back and they advised that based on my pictures they wouldn't be able to fix the TV. Mind you I explain what happened with my TV and you would think based on my explanation the previous rep would have been able to tell me the TV wouldn't have been able to be fixed but nope she said on a recorded line that they would fix my tv because I had an extended warranty. I took off work for them to just not come or try to fix it nor did anyone communicate that with me. Then after spending most of the day trying to come to some type of resolution with them they decided to assign a technician to come out and look at the tv. The technician comes out and says they can't fix it which I don't even understand why a technician even decided to come out especially after they already had advised me the extended warranty wouldnt cover it. I'm very upset about this entire process. Conns why do you have people answering calls and giving customers incorrect information and misleading customers into believing they'll be able to get things fixed when they won't? I was also lied to and mislead to believe that my extended warranty would fix this tv. This most definitely falls under *** ********* ***** ********* ****

  Business Response

  Date: 09/05/2022

  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. Her TV has physical damage and she called to see if she had a warranty and if it was covered. She was informed it was and she needed to provide photos but once the photos were received she was never contacted back;
  2. She called us back to check on when her service appointment was scheduled and was then informed the issue was not covered;
  3. She is requesting either to have her TV repaired, exchanged, or receive a refund.
  
  
  Our investigation reveals that:
  1. After reviewing Ms. ****** service call, we verified she contacted us to report damages on her TV. Ms. ***** mentioned that a remote hit the TV but stated there were no physical damages to the outside of the screen only lines showing on the screen. Therefore; a service inspection was set up to review the claim and Ms. ***** was also asked to provide photos of her TV;
  2. Ms. ***** was made aware that she was scheduled to receive a call from the technician the following day after reviewing her photos. However; she contacted us back numerous times before the technician reviewed the photos. Once the photos were reviewed she was made aware that the screen displayed physical damages which are not covered;
  3. We are unable to honor Ms. ****** request to repair, replace or refund her for the television as the reported damages found are not covered under the warranty.
  
  Our records show on 9/12/2020, Ms. ***** purchased a Samsung 85” QLED TV and elected to purchase a 48-month Repair Service Agreement Plan. We show Ms. ****** television was delivered in good order on 9/15/2020.
  
  We researched Ms. ****** complaint and found that she contacted our service department on 8/25/22, stating that a remote hit her TV causing damage to the screen. Ms. ***** was asked if there were any physical damages to the screen but stated no physical damage only lines were going across the screen. Therefore; the agent set up an inspection review for the following day (8/26/22) and informed Ms. ***** that she would need to send in three photos of the TV showing the screen on, screen off, and also displaying the serial number. Ms. ***** was made aware that once the photos had been received and reviewed, a service technician would contact her to schedule a time frame based on the findings. Prior to reviewing the photos, we show Ms. ***** contacted us back stating she was informed that a technician would be out to repair her television. At that time, Ms. ***** was informed that the technician was able to review the photos she provided but the damages to the TV are not covered as physical damages such as a cracked screen are not covered under the warranty. Therefore; her service claim was closed.
  
  After further reviews, we show Ms. ***** contacted us back multiple times seeking a different resolution since she was told that her TV would be repaired. Ms. ***** also mentioned thatwhen she turns her TV off, there is no physical damage to the TV screen. As a gesture of goodwill, we agreed to send a technician out on 8/30/22, to determine if the damage to the screen is covered under the warranty. Based on the technician’s finding, the TV displays a clear sign of psychical damage resulting in a cracked screen. Ms. ***** has been made aware on numerous occasions that physical damages are not covered under the terms of the warranty.
  
  At this time, we are unable to honor Ms. ****** request to repair, replace, or issue a refund for her TV due to the damages found is not covered under warranty.

  We have included supporting documents with our response. 
  
  
  
  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:08/31/2022

  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 had this computer over a year only have one 30 day late this company have over charge people for years I paid at least 1,200 on this account how every time they are reporting to the ****** ****** it’s more money on the account the amount is 4,448 now the amount to pay was 3,000 and something they lied to me telling me I only will pay 100 a month I’m tried of this company and others getting alway with this they say they helping you build your credit but they are lying to customers and making you pay more then tell u if you give it back they have to sell it first and whatever they can’t get for it they make you pay please look into conn’s way of messing over the people that’s trying to build there credit the APR is out the wolf it’s a rip off to the people that’s trying to make they are reporting and whole different amount for my balance on my credit file this have to stop

  Business Response

  Date: 09/01/2022

  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 was told she would only pay $100.00 a
  month; and
  She would like an explanation of the charges.
   
  

  Our investigation reveals
  that:
  Conn’s respectfully disagrees that Ms. ******
  was told her minimum monthly payment would be $100.00; and
  Conn’s has provided a copy of Ms. ******’s
  signed documents and payment history for her records.
  

  According
  to our records, Ms. ****** signed a 24-month promissory note and security
  agreement on June 5, 2021 and she agreed to pay the minimum monthly payment of
  $223.87 which is due on the 5th of each month. 
  

  On January
  29, 2022, Ms. ****** requested that the due date be changed to the 15th of each month.  Conn’s honored that request.
  The account is past due from June 15, 2022.
  

  There have
  been seven deferments processed on the account in order to assist Ms. ****** in
  bringing the account current. 
  

  The annual
  percentage rate is outlined on page two of Ms. ******’s signed agreement. 
  

  Ms. ******
  has had three payments returned by her financial institution due to insufficient
  funds which causes the account to back-date.
  

  Conn’s
  respectfully disagrees that Ms. ****** was told her payment would be $100.00 a
  month.  The minimum monthly payment
  outlined on Ms. ******’s signed agreement is $223.87.
  

  Ms. ******’s
  financed amount is $3,872.84. If she paid only the minimum monthly payment for
  the 24-month term, she would pay a total of payments equaling $5,372.88. Please
  note, the total of payments does not include any late fees, NSF fees or
  deferment fees that maybe assessed on the account.  The total of payments is the amount reported
  to the credit reporting agencies.
  

  Conn’s has
  included a copy of Ms. ******’s signed documents and payment history for her
  records.
  

  Conn’s appreciates Ms.
  ****** for bringing her concerns to our attention.
  
  

  
  

• Initial Complaint

  Date:08/30/2022

  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 furniture for my college apt. My mom had me do it on my own to build credit. The salesperson told us that the financing was 18 months same as cash. However this month only makes 12 months and they have applied all the accrued interest. My mom had me make the payments for the past year and told me she would pay the remaining balance before the interest hit the account. All of the interest hit the account and my mom was livid. When i reached out to the company they said there was nothing that could be done even though the salesperson lied to me because i signed the contract. My mom said that they preyed on a young college student and took advantage. They are unwilling to work with me even though i could pay the balance pre-interest today.

  Business Response

  Date: 08/31/2022

  Conn Appliances, Inc.
  (“Conn’s”) appreciates the opportunity to respond to the concerns Ms. Lewis has
  regarding account *****8831. 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. Lewis’ 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. Lewis stated in the
  complaint that:
  

  She was told the account was interest free
  for 18-months; and
  She would like the interest removed from
  the account.
  

  Our investigation reveals
  that:
  

  The account included Conn’s 12-month
  no-interest financing promotion; and
  Conn’s is unable to remove the interest
  from the account.
  

  According
  to our records, Ms. Lewis signed a 36-month retail installment contract on August
  1, 2021 and she agreed to pay the minimum monthly payment of $174.86 which is due
  on the 1st of each month.    
  

  The account
  included Conn’s 12-month no-interest financing promotion (cash-option). Per the
  term of the signed cash-option addendum, the cash-option, the cash-option will
  be void if the minimum monthly payment is not paid within 10-days of each month’s
  due date, or the total cash-option price is not paid within 10-days of the
  expiration date.
  

  The cash-option
  on Ms. Lewis’ account was void because the full cash-option price was not paid
  within 10-days of the expiration date of August 1, 2022.
  

  Although
  Conn’s is unable to confirm a conversation that took place at the store
  location, we are able to confirm that Conn’s was not offering 18-month
  no-interest financing at the time of Ms. Lewis’ purchase.
  

  A
  cash-option letter was mailed to the address Conn’s has on file for Ms. Lewis
  on June 30, 2022 informing her of the remaining balance owed on the account and
  the cash-option expiration date in order to fulfill the cash-option requirements.
  

  Conn’s is
  unable to honor Ms. Lewis’ request to remove the interest from the account. As
  of August 31, 2022, the payoff amount on Ms. Lewis’ account is $2,933.14.
  Please note, the payoff quote is valid for 10-days.  If Ms. Lewis would like to pay the account
  balance in full, we ask that she please contact Conn’s billing department for
  an up-to-date payoff quote. We have included a copy of Ms. Lewis’ signed documents
  for her records.
  

  Conn’s appreciates Ms.
  Lewis for bringing her concerns to our attention.
  
  

• Initial Complaint

  Date:08/30/2022

  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 first problem was my stove was not delivered as promised I waited 2 months then finally got the stove. Secondly the sales person ordered the wrong stove, I can't see the temp on the back, the stove I ordered had knobs on the front for safety reasons. Thirdly I get a detailed statement and was over charged more than 3,000 dollars she told me I was getting both for 5,000. Fourth issue came when I called to make a payment and I was informed that I was not on the interest free program. The sales person stated that if I paid off my account with in 12 months that there wouldn't be any interest added for me to pay. The sales person pushed papers infront of me to sign and I told her that I needed to go home and get my glasses so I could read it. And she said if I left and came back then I couldn't get the same deal. She directed me to sign the papers without being able to read or see what I was signing. This company has taken advantage of my situation and I have called multiple times and each time I find out that I have been lied to by the sales person Merab. Please help me to find resolution with this company before it completely ruins my credit. Thank you for your assistance in this matter.

  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 had to wait two months to have her stove delivered;
  2. The salesperson ordered the wrong stove;
  3. She received a statement and noticed that she was overcharged by $3000;
  4. She is requesting to have her range replaced and have the 12-month cash option honored.
  
  Our investigation reveals that:
  1. Ms. ****** was initially scheduled for delivery on her range for April 30th, however, the unit was still on backorder with the manufacturer. Therefore, Ms. ******’s delivery was postponed;
  2. We confirmed the model number for the electric range is the same model listed on Ms. ******’s initial invoice and second invoice created for the unit;
  3. Ms. ******’s items were initially financed with a 12-month cash option. However, when the new invoice(s) were created the cash option was not captured in error, which caused the merchandise to be financed on an interest-bearing account;
  4. Although we are unable to honor Ms. ******’s request to authorize an exchange on her range, we have agreed to honor the 12-month cash option.
  
  Our records show on April 12, 2022, Ms. ****** purchased a Samsung electric range model NE63A6751SG with a 48-month Repair Service Agreement, a Samsung Bespoke French 4-door refrigerator model RF29BB89008M with a 48-month Repair Service Agreement, and accessories on invoice 40016613, which was financed with a 12-month cash option. However, it was discovered that the selected range was on backorder with the manufacturer. Therefore, Ms. ******’s invoice 40016613 was canceled and two new separate invoices 40024326 (refrigerator) and 40024422 (electric range) were created to have individual deliveries completed. We show Ms. ******’s refrigerator was delivered on April 16, 2022, and we successfully delivered her electric range on May 29, 2022.
  
  We researched Ms. ******’s concerns and found that she contacted us on August 3, 2022, regarding her payment and advised the representative that her account should be close to $5000 and not $8000. We show Ms. ****** was educated on the terms of her account and informed that we were unable to make any adjustments.
  
  After further review of Ms. ******’s concerns, we found that when the new invoices were created, the 12-month cash option was not captured in error, which caused the merchandise to be financed on an interest-bearing account. Due to this error, we have agreed to honor Ms. ******’s request for 12-month cash option. On September 21, 2022, we have attempted to contact Ms. ****** on two separate occasions to advise that her account needs to be in a current status, and we will activate the cash option. Also, we will remove any late payment fees and late marks that have assessed to Ms. ******’s credit bureau.
  
  Although, we are willing to honor Ms. ******’s 12-month cash option, we are unable to authorize an exchange on her electric range. Prior to receiving Ms. ******’s complaint, there are no records on file that indicated she attempted to contact us to report an issue, with the range received. In addition, Ms. ******’s Return & Exchange period has expired as of June 28, 2022.
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

• Initial Complaint

  Date:08/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a mattress march of this year along with a queen bed set and tv. I purchased the extended warranty as well. The mattress started to sink in. I made my claim in July and sent the best measurements I could get. It wasn’t enough information for they so they scheduled an inspector to come out. The inspector didn’t come until august 10. He arrived at 8PM. 2hours outside if the arrival time I was given. I was told that the mattress has a defect however it can NOT be replaced because it has a stain on it. And that I should have had it removed before having the inspector came out. I stuck with paying for a mattress that has caused back pain and discomfort. Even with paying for the extended warranty.

  Business Response

  Date: 09/05/2022

  Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to Ms. Garrison’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, Ms. Garrison may contact Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252 or online at www.conns.com.?
  
  Ms. Garrison stated in the complaint that:
  1. She called for service in July due to her mattress sinking but a technician did not come out until August;
  2. She was told the mattress had a defect but could not be replaced due to a stain found on the item; and
  3. She is requesting to have her mattress repaired.
  
  Our investigation reveals that:
  1. Ms. Garrison contacted us for service on July 14 and was sent a Self Inspection Package form to complete and return. Once we received the requested documents, she was scheduled for the first available date on August 10;
  2. Based on the technician’s report, the mattress displayed a body impression measuring less than 1 ½” which is considered normal and not covered under warranty; and
  3. Ms. Garrison’s mattress does not meet the qualification for repairs at this time.
  
  Our records show on 3/8/22, Ms. Garrison purchased the ****** Queen Upholstered bedroom furniture which consists of three pieces (headboard, footboard, and rails), the ********** Queen mattress and box spring, a mattress protector, an LG 55” TV, and received a free tablet with her qualified purchase. We show Ms. Garrison’s items were delivered and signed acknowledging all items were received in good order on 3/12/22.
  
  We researched Ms. Garrison’s complaint and found that she contacted us for service on her mattress on 7/14/22, stating that her mattress is sinking in. A service inspection was scheduled for 8/10/22. During the inspection, the technician found the mattress sinking on the left side with a 1” body impression and contouring. The technician also notated that there were stains found on the left side where the contouring occurs as well as the border leaning due to the customer sitting on the edge. Ms. Garrison was contacted and made aware that her claim was denied based on the depression measuring less than 1 ½”. Per the manufacturer’s warranty, body impressions that measure less than 1 ½” are considered normal body impressions. Please refer to the manufacturer’s warranty guideline (https://simmons.com/pages/warranty)
  Ms. Garrison was also made aware that the stains found on the mattress are not covered under the warranty.
  
  At this time, we are unable to honor Ms. Garrison’s request to repair her mattress. Ms. Garrison has been advised that the body impressions found on the mattress do not meet the warranty requirements to be considered a defect.
  
  
  Conn’s HomePlus values Ms. Garrison as our customer and appreciates her for bringing this matter to our attention.
  
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

• Initial Complaint

  Date:08/29/2022

  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.

  HI THIS WHOLE ORDEAL WITH CONNS HOME PLUS HAS BEEN A NIGHTMARE I AM DIDIAGNOSE WITH MANIC DEPPRESSION ,BIO POLAR AND PTSD ALSO PROSTATE CANCER ON JULY 28 2022 I DROVE FROM VERO BEACH TO OCALA FOR MY CLOSING ON A HOME I PURCHASED THRU VETERANS UNITED I WENT INTO CONNS AFTER CLOSING I WAS VERY EXCITED UPON MY FIRST HOME AT 62 YEARS OLD I KNOW I WAS TAKEN ADVANTAGE OF BY THE STORES EMPLOYEESI NOT ONLYI NEVER SIGNED OR RECIEVED ANY DOCUMENT OF THIS PURCHASE I WAS STILL LIVING IN VERO BEACH AND HAD TO DRIVE HERE TWICE IN ORDER TO GET THE DRESSER AND CHESS THAT I SO WANT CONNS TO COME AN GET IT INWHICH THEY REFUSED TOO I FILLED A DISPUTE WITH SYNCHRONY BANK,A COMPLANT WITH CONNS CORPERATE OFFICE AN NOW A COMPLAINT WITH BBB BECAUSE CONNS REFUSE TO COMPLY TO GET THEIR MERCHANDISEI GOT IT FROMTHE STORE TO BE DELIVERED 0N THE 28 JULY THEY SAID DELIVERY WILL BE ON THE 30 JULY BETWEEN 1100 AM -1PM I ALSO HAD APPOINTMENT WITH ADT SECURITY ON THE SAME DAY AT900 AM -1100 AM HE CALLED ME AT 930AM STATING HE WAS AT THE HOME I EXPLAINED I LEFT VERO AT 630 AM AN I WAS 60 MILES AWAY HE SAID HE WOULD WAIT HOWEVER CONNS SHOWED UP AT 10 MINUTES TO 1100AM( EARLY) AN LEFT HAVING ME TO RESCHULE DELIVERY I GOT THERE AT 1100AM THEY SCHULED ME A WEEK AWAY HAVING ME DRIVE BACK FROM VERO WHERE I WAS CURRENTLY LIVING UNTIL THE 28 JULY BECAUSE I HAD TO CHANGE ALL MY BUSSINESS TO NEW ADDRESSI DOVE BACK AUG 13 2022 THEY SAID THEY WOULD BE THERE ONTHE 14 AUG AFTER 1100AM SO I COULD ATTEND CHURCH THEY CALLED AT 915 AM SAYING THEY WERE GOING TO BE EARLY I SPECIFICALLY TOLD THEM I NEEDED TO GO TO MY CHURCH I MISSED CHURCH THIS WHOLE ORDEAL HAS BEEN HORIFICLLY STRESSFUL AND CAUSING ME GREAT DEPPRESSION( HELP) ALL I WANT IS FOR CONNS TO COME GET THIS STUFF OUT IAM NOT SATISFIED WITH THE SERVISE OR MERCHENDISE I WAS ABLE TO CLEAR EVERYTHING UP IN VERO EARLY I MOVED INTO MY HOME AUG 20 STILL CONNS REFUSE TO COMPLY TO MY CALLS NEVER USED ALL I WANT IS TO RETURN I REFUSE TOTO ALLOW ANYONE TO FORCE ME

  Business Response

  Date: 09/05/2022

  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. At the time of purchase, he never signed or received copies of his documents for his purchase;
  2. He has filed several complaints requesting to have his items returned but we will not comply;
  3. His item was supposed to be delivered on July 28 but then he was told delivery would not be until July 30. The delivery team arrived early and said they would wait but they did not and he had to reschedule his delivery;
  4. He was told we would return on August 14 after 11:00 am but called him to inform him that we would be early; and
  5. He is requesting for us to pick up his items as he is not satisfied with his experience.
  
  Our investigation reveals that:
  1. Mr. ******** signed all his documents at the time of purchase and received a copy of his document via email at the address he provided (KENNY********[email protected])
  2. Mr. ******** has been reminded of our return and exchange policy and has been informed on numerous occasions that we are unable to authorize a return;
  3. Mr. ******** made his purchase on July 28 and was made aware that we do not offer same-day delivery therefore; his delivery was scheduled for July 30 between the hours of 10:30 am and 1:30 pm. The delivery team did arrive early and was willing to wait to begin the delivery during the normal time frame but Mr. ******** informed us that he would not be there until around noon therefore; the delivery was rescheduled;
  4. We returned and completed Mr. ********’s delivery on July 31. There are no records of a new purchase or delivery attempt that was scheduled for August 14; and
  5. We are unable to honor Mr. ********’s request to return his furniture pieces for a refund as listed under our return and exchange policy.
  
  
  Our records show on July 28, 2022, Mr. ******** purchased the Bryant Park dresser and chest which both came with a 1-year limited manufacturer’s warranty. We show Mr. ********'s delivery was initially scheduled for July 30, 2022, between 10:30 am to 1:30 pm. On the day of the delivery, the team arrived early (10:12 am) and contacted Mr. ******** for the delivery. He advised the team that he would not be available until around noon and asked if they could wait until he arrived. Mr. ******** was advised that the delivery team is only allowed to wait 15 minutes from the start of the scheduled delivery. Therefore; he agreed to have his delivery rescheduled for July 31, 2022. Our records show the delivery team returned on July 31, 2022, and was able to successfully deliver both the dresser and chest in good order. In addition, Mr. ******** received a post-delivery call to ensure his items were delivered to
  his satisfaction and informed us that he had a wonderful delivery experience, the delivery team was very courteous and respectful.
  
  After further review, we show Mr. ******** contacted us on August 18, 2022, stating that he is dissatisfied with his furniture and wants to return the items. Mr. ******** was reminded of the no return or exchange policy on furniture items and made aware that we were unable to issue him a refund.
  
  At this time, we are unable to honor Mr. ********’s request to return his furniture pieces and receive a refund. Conn’s has a no return or exchange policy on all furniture.
  
  
  Conn’s HomePlus values Mr. ******** as our customer and appreciates her for bringing this matter to our attention.
  
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

• Initial Complaint

  Date:08/29/2022

  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.

  Unfortunately, I bought a $2,000 couch a few months prior and have taken all proper actions to have my issue resolved. I placed a work order days within receiving the delivery.
  
  * Called Conn's got a repair team to inspect the issue.
  *Scheduled another repair man to confirm there was an issue with the couch.
  *Got the replacement part requested.
  *Waited TWO months. Didn't receive any information. Called again and was approved for a couch swap (Which should've BEEN done). The 1800 number told me to contact a local Conn's to schedule couch delivery.
  *Called local Conn's, they told me to come up to the store to sign paperwork for swap.
  *Went to Conn's and was told there weren't any couches in stock in San Antonio's warehouse, nor Houston's nor Dallas. newest shipment is in December.
  
  *Was told by ***** (Store Manger in Shertz, TX) that she would contact me by 8/23 after she reached out to the Store manager. (haven't' heard a response).
  
  Conn's refuse to refund my money despite their inability to replace my broken couch.
  
  Due to this SEVERELY inconvenient experience, I would like to get my money refunded and this couch picked up.

  Business Response

  Date: 09/05/2022

  Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to Mr. H*******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 made a work order days after receiving his new furniture but had to wait over two months to get repairs. We finally approved an exchange but he was told the couch would not be in stock until December; and
  2. He is requesting to receive a refund.
  
  Our investigation reveals that:
  1. Mr. ******* contacted us 12-days after receiving his furniture to report an issue with the sofa. We schedule an inspection and found a part was needed but there was a delay in receiving the part from the manufacturer, therefore; an exchange was in-store credit was approved to reselect any item up to the original amount;
  2. We agreed to return the sofa and issue a full refund.
  
  
  Our records show on 5/28/22, Mr. ******* purchased a Corinthian Optima Reclining sofa and elected to purchase a 36-month Repair Service Agreement Plan. Mr. H*******s sofa was delivered and signed as received in good order on 5/30/22.
  
  We researched Mr. H*******s complaint and found that he contacted us on 6/11/22, stating that he was having issues with his sofa. We show Mr. ******* had a delivery for a separate purchase scheduled that same day, therefore; we agreed to have the delivery team look at the sofa to determine if there were minor repairs or if a service appointment was required. Based on the delivery team, the switch was broken. Mr. ******* was informed that we would need to schedule an appointment to have a technician come out for further repairs as the delivery team was not capable of repairing on-site. We show a service claim was open and Mr. ******* was scheduled for inspection on 6/21/22. During the inspection, the technician found a new control panel, and both the left and the right switch were needed to complete the repairs. We show the parts were ordered from the manufacturer to be shipped to Mr. H*******s residence however; we confirmed there was a part delay. Therefore; on 8/22/22, Mr. ******* was contacted and made aware that we approved an even exchange.
  
  After further review, we show Mr. ******* reached back out to us on 8/24/22, requesting to receive a refund since the same model will not be available until December. Mr. ******* was informed that although we were unable to issue a refund, we could issue an in-store credit up to the original amount to reselect any item however, he declined the offer and requested a refund.
  
  In an attempt to resolve Mr. H*******s concerns, we agreed to return the sofa and issue him a full refund. Our records show we returned and picked up the sofa on 8/30/22. We have made attempts to contact Mr. ******* to return to his local Conn’s to have his refund processed back to his Visa card used at the time of purchase however; as of 9/5/22, he has not returned to receive the refund.
  
  Mr. ******* may visit his local Conn’s at his earliest convenience to have his refund processed back to his Visa card. We apologize for any inconvenience Mr. ******* may have experienced during this process.
  
  
  Conn’s HomePlus values Mr. ******* as our customer and appreciates her for bringing this matter to our attention.
  
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

• Initial Complaint

  Date:08/26/2022

  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.

  Conns is charging my account interest on their mistake. I was charged for insurance when it wasn’t needed. After 3 months, the charge was removed, but the interest on the mistake was not credited. In addition to that, I am consistently receiving wrong balance amounts and charged fees. No one helps, they just transfer you to different departments. I spoke with 6 reps today with no resolution.

  Business Response

  Date: 08/29/2022

  Conn Appliances, Inc.
  (“Conn’s”) appreciates the opportunity to respond to the concerns Ms. T******* 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. T*******’ 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. T******* stated in the
  complaint that:
  She is being charged interest by mistake;
  and
  She would like a refund.
  

  Our investigation reveals
  that:
  Conn’s respectfully disagrees that Ms.
  T******* is being charged interest in error; and
  Ms. T******* is not due a refund.
  

  According
  to our records, Ms. T******* signed a 34-month promissory note and security
  agreement on June 14, 2021 and she agreed to pay the minimum monthly payment of
  $110.33 which is due on the 14th of each month. The account is past
  due from August 14, 2022.
  

  Conn’s
  respectfully disagrees that Ms. T******* is being charged interest in
  error.  Ms. T*******’s account is an
  interest-bearing account; therefore, the interest cannot be removed from the
  account.  We have included a copy of Ms.

  T*******’s
  signed documents and payment history for her records.
  

  Conn’s appreciates Ms.
  T******* for bringing her concerns to our attention.
  
  

• Initial Complaint

  Date:08/25/2022

  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 had purchased a set of furniture and the time of delivery the gentlemen asked to approve drop off by signing the tablet. After a day or two notice the recliners were not working properly we contacted the store Conns and we’re told they couldn’t do anything for me cause I did purchase the warranty and that I need to reach out to the factory so that they can send a repair person to look at furniture. After repair guy showed he found that the love seats frame was bent and the sofa recliner’s were not able to open without kicking it to pop open.. Claim was sent to insurance they requested for Conns to replace furniture so we got another set the same ones and same result as the first set. I called to speak to Manager gave her the details she said only thing we could do is for me to select another piece of furniture equal which I looked and their was nothing in the store to meet my criteria.. After talking to Corporate they gave me this same thing that they can not refund the furniture did I had to purchase another set even if it cost more that I would have to pay the difference.. They mentioned they were picking up old furniture on August 25, 2022 and if I didn’t pick out furniture by October 1, 2022 that they would close that order and that I was still liable for the furniture that was purchased over 2800.00 with or without furniture. I told them I wasn’t paying for the furniture if I didn’t have any furniture.

  Business Response

  Date: 09/01/2022

  Conn’s
  HomePlus (“Conn’s”) appreciates the opportunity to respond to Mr. T****’s
  concerns. We have a more than 120-year history of quality customer service and
  satisfaction, and we would not want anything to impair that record. As a
  reminder, Mr. T**** may contact Conn’s regarding questions by calling our
  Customer Service Helpdesk at 1-877-358-1252 or online at
  www.conns.com.  
  
  Mr. T****
  stated in the complaint that: 
  After a day or two of having his furniture, he noticed the recliners were not working properly;
  He was approved for an exchange but advised the manager that nothing in-store met his criteria and requested a refund. However, he was informed that we could not authorize a refund;
  He is requesting a refund.
  
  Our
  investigation reveals that: 
  Mr. T**** originally received delivery on July 23rd, but an exchange was later approved, and he receive a new sofa and loveseat on July 25th;
  On August 22nd, we were notified that Mr. T**** indicated that the furniture available did not meet his expectations and requested a return. We show he was reminded of our Return Policy and advised that we were unable to authorize a return;
  Mr. T****’s furniture was successfully returned on August 29th, and a full credit has been applied to his account.
  
  Our
  records show on July 19, 2022, Mr. T**** purchased a ********* ****** *** flat
  reclining sofa and loveseat both with a limited 1-year manufacturer’s warranty.
  We confirmed Mr. T****’s furniture was delivered on July 23, 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
  disp***ed throughout the store locations and can be found on Conn’s website at https://www.conns.com/terms-and-conditions/returns-and-exchange.
  
  We
  researched Mr. T****’s concerns and found that an exchange was authorized on
  his ****** reclining sofa and loveseat. We show that Mr. T****’s new furniture
  set was delivered on July 25, 2022. 
  
  After
  further review, we show that Mr. T**** contacted us on August 2, 2022,
  regarding both furniture pieces. Mr. T**** indicated that the sofa was very
  hard to open and the loveseat RSF recliner is not releasing, and the LSF
  recliner is hard to open. On August 9, 2022, the technician inspected Mr.
  T****’s furniture and found that he was very unsatisfied with the fabric and
  found that both units were hard to open. The technician notated the issue, with
  the mechanisms could be due to the furniture being new and the mechanisms
  needed to be loosened. However, the technician recommended an exchange. Our
  records show that an exchange was approved on August 17, 2022, and Mr. T****
  was issued a credit of $1149.99 (x2) to reselect two furniture pieces. We show
  on August 22, 2022, we were notified that Mr. T**** attempted to initiate the
  exchange, but there was nothing that met his expectations and wished to the
  furniture picked up and returned. We show he was reminded of our policy and
  informed that we were unable to render a return.
  
  On August
  26, 2022, Mr. T****’s complaint was further investigated, and we agreed to
  authorize an exchange. We show that Mr. T**** was scheduled for pick up on
  August 27, 2022, but when the delivery team arrived, he refused delivery and indicated
  that he was not contacted and informed that a return would be initiated. On
  August 29, 2022, Mr. T**** was successfully contacted and made aware of our
  return resolution. He was also informed that he was in the scheduled to have
  the merchandise returned on today (August 29th). In addition, Mr.
  T**** was advised that once the return is complete, a full credit of $2673.73
  will be applied to his Conn’s account*5070. As of September 1, 2022, we
  confirmed that Mr. T****’s account is in a closeout status.
  
  Conn’s
  values Mr. T**** as a customer, and we appreciate him for bringing his concerns
  to our attention. Also, we want to extend our sincerest apologies for the
  inconvenience Mr. T**** has experienced during this time. 
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

• Initial Complaint

  Date:08/25/2022

  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 ****** ****** **** Mattress at Conns on 8/18/2022. After I brought it home from the store, I rolled it out and waited for it to inflate. After it inflated I noticed one corner wasn’t fully inflated. Look under the cover and it was ripped and visibly damaged. It looks as if there is also mold underneath.
  
  I contacted the store and they stated they cannot refund since it’s furniture and need to start a replacement order. I also called ****** and they stated that Conns need to place the request. So I called conns again and emailed them the pictures for the claim. They said someone would get back to me. And no one ever did. Every time I tried to contact conns no manager was available and I have yet to hear back.
  
  I finally contacted the furniture repair department at conns and they are now stating that they have to send someone out to inspect it, which will take 2 weeks! I’ve already sent them the pictures and yet they still want to come out and see it. ****** even stated that they can replace it but Conns has to be the one file the claim.
  Conns is ma**** me jump through hoops to get the mattress I purchased how I expected it.

  Business Response

  Date: 09/05/2022

  Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to Ms. *****’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, 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 mattress but after inflating it the mattress did not fully inflate and she notice a rip. She contacted her store for a refund but was told since its furniture we could not issue a refund;
  2. She contacted us numerous times and provided photos of the damaged mattress but has been told that we will have to send a technician out which will take two weeks; and
  3. She is requesting either to receive a refund or a replacement.
  
  Our investigation reveals that:
  1. Ms. ***** contacted us 5-days after pic**** up her mattress stating that the item did not inflate all the way and the item appears to have mold and a rip and requested to return for a refund. She was advised that we would have to send a technician out to determine the issue before a return or exchange can be authorized;
  2. Ms. ***** contacted us multiple times on 8/25/22 requesting a manager to get the mattress returned immediately and each time she was reminded that we could not approve a return before the mattress has been inspected;
  3. As a gesture of goodwill, we agreed to issue an exchange on the mattress
  
  
  Our records show on 8/18/22, Ms. ***** purchased a ****** Premier Cooper **** mattress which comes with a limited manufacturer’s warranty. We show Ms. ***** elected to pick up her mattress from her local Conn’s that same day.
  
  We researched Ms. *****’s complaint and found that she contacted us on 8/23/22, requesting to return her mattress for a refund stating that her mattress did not inflate all the way, the item is ripped, and also appears to have mold on the item. Ms. ***** was informed that due to the timeframe, we would need to send our service technician to inspect the mattress before we could authorize a return or exchange. We show a service claim was created that same day to schedule a technician to assess the mattress. We show that between 8/23/22 and 8/25/22, Ms. ***** contacted us on numerous occasions requesting to only speak with a manager in an attempt to get her mattress returned without having to wait for a service technician. During those calls, Ms. ***** was informed that once a technician assesses the mattress we will be able to determine what further actions may be required.
  
  After receiving the photos Ms. ***** provided and further reviewing her concerns, as a gesture of goodwill we agreed to issue an exchange on the mattress in an attempt to resolve her concerns. We show Ms. *****’s new mattress was delivered and received in good order on 9/4/22 at no additional cost.
  
  We sincerely apologize 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