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:08/24/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought an a/c window unit on July 30, 2022. I was leery about buying it because I couldn't get Internet to work in the store and couldn't read reviews on it. The salesman told me I could use it for a week or so and if it didn't work out for me, I could always return it. I took him at his word and bought it. The unit is so loud when the a/c is on that I can't even use it. I can use the fan but not the air conditioner. I gave it a few weeks then decided to return it. According to Conn's, even if you OPEN something, it can't be returned. I was lied to. The salesman knew this yet told me this anyway to make a sale. This is deceptive practices. This unit wasn't cheap. I paid $699.28 for a non-functional unit and they are standing firm. Corporate told me that it was a clearance item. I found it on their website showing it is NOT a clearance item then I am told since it was opened, I can't return it. I just keep getting lied to. How these people can do this to other people just baffles me.

  Business Response

  Date: 09/05/2022

  Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to Ms. D********* 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. D******* may contact Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252 or online at www.conns.com.?
  
  Ms. D******* stated in the complaint that:
  1. She purchased an ac unit and was told that she could return the item within a week if she was unsatisfied with the model but when she attempted to return it, she was told if the item is opened it cannot be returned;
  2. She was told she purchase a clearance model but found the same item online that was not listed as a clearance model; and
  3. She is requesting to receive a refund.
  
  
  Our investigation reveals that:
  1. Ms. D******* purchased a “sold as is” floor model ac unit and contacted us 16-days after purchase stating she was not satisfied with the item. Ms. D******* was reminded of our return and exchange policy which states that we do not accept returns or exchanges on all floor models;
  2. Ms. D******* has been educated that we do carry the same item as a new factory seal unit, however; she elected to purchase the floor model from her local Conn’s which is listed on her invoice; and
  3. We are unable to honor Ms. D********* request to receive a refund.
  
  Our records show on 7/30/22, Ms. D******* purchased a “sold as is” floor model GE 14K BTU Window unit for the discount price of $520.00 and elected to purchase a 24-month Repair Service Agreement Plan. We show Ms. D******* elected to take her ac unit from her local Conn’s that same day.
  
  We researched Ms. D********* complaint and found that she reached out to us on 8/15/22, stating the ac unit is making a loud noise and she was told she could return the unit within a week if she was not satisfied but now the store refused to return it. After reviewing Ms. D********* concerns, she was informed that we are unable to return the ac unit she since purchased the item as a “sold as is” floor model. Ms. D******* expressed her dissatisfaction stating that her sales representative informed her she could return the item within a week if she was not available. Ms. D******* was educated that even if she did not purchase a floor model, she would be outside the return and exchange period as our return policy only allows returns of ac units within 7-days if the item is used.
  
  At this time, we are unable to honor Ms. D********* request to return her ac unit for a refund. Ms. D******* purchased a “sold as is” floor model which does not meet the qualifications for a return.
  
  Conn’s HomePlus values Ms. D******* as our customer and appreciates her for bringing this matter to our attention.
  
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

  Customer Answer

  Date: 09/09/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  I never told them that I was told I could return it WITHIN A WEEK.  I still have all the emails.  We were hesitant on buying it so he told us to at least try it out for a week or so and if we weren't happy, we could return it.  Never ONCE did he say WITHIN A WEEK nor did I.  We did not purchase a clearance model.  It was new in the box.  It WAS NOT an open box floor model.  I still have the box it came in.  They are saying we elected to purchase the floor model.  That is a flat out lie. Thank goodness I saved the box!!  The reason they discounted it was because we found the exact same model at Best Buy cheaper.  I asked them if they did price matching and he said yes but, apparently, there was one number that was different so they weren't going to offer the price match so we were going to go to Best Buy.  They weren't going to have that!  They gave us 10% off to keep us there and make the sale.  
  
  
  
  Regards,
  
  
  
  Kyle D*******
  
   
  

  Business Response

  Date: 09/22/2022

  At this time, we are unable to honor Ms. D********* request to return her ac unit for a refund. Ms. D******* purchased a “sold as is” floor model which does not meet the qualifications for a return.

• Initial Complaint

  Date:08/23/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a first time ever purchase for a matress from Conns Furniture Store. The matress was a bed in a box that roughly estimated 1499.99. I went into the store because I was approved for 24 month financing with ********* Bank. I felt that the sales associate was very inexperienced with knowledge about merchandise; therefore requested a manager. I worked with store manager Marty, advising I had approved credit through ********* Bank. Marty drafted up documents and I had signed the several page/lengthy documents. I got home and opened the bosed matress and it grew to a full size not the King I had purchased. I called the store and the manager apologized that it was their mistake, they picked up and swaped the next day. I looked a my contract because I was getting suspicious with the service already. I realized they ran credit through the store financing which only had a 12 month interest free financing. I called the store and Manager Marty advised that it was already too late to process with ********* Bank. I was frustrated and decided to just pay off the matress ans vowed never to trust another furniture store. I called in August to pay off everything because Conns would slap another 614.61 of INTEREST. I was told by the phone agent that because a payment was late that it voided the contract and now would need to pay the full amount plus INTEREST. The contract said that INTEREST would be applied if not paid in full by 09/25/2022. I felt like this was a scam and low tactic used to make money for Conns Furniture Company. In this day of people losing jobs and beinf limited on income they have found any loophole to make money and it is UNFAIR. I feel that I have paid the amount of the furniture and have paid to date $1851.71, but still now owe $614.61 in INTEREST for a generic bed in a box matress. Please help me resolve this with Conns Furniture as I feel taken advantage of. My Account # is 58438**** for purchase from Store # 134 on 09/25/2021.

  Business Response

  Date: 08/25/2022

  Conn Appliances, Inc.
  (“Conn’s”) appreciates the opportunity to respond to the concerns Ms. K*** 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. K***’ 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. K*** stated in the
  complaint that:
  The no-interest promotion was void because
  of a late payment fee; and
  The contract said the no-interest promotion
  had to be paid by September 25, 2022; and
  She would like a billing adjustment.
  

  Our investigation reveals
  that:
  The no-interest promotion was void due to a
  payment not being made timely;
  Ms. K***’s signed cash-option addendum
  outlines the terms of the no-interest promotion; and
  As a gesture of goodwill, Conn’s has
  reinstated the voided no-interest promotion.
  

  According
  to our records, Ms. K*** signed a 34-month retail installment contract on
  September 25, 2021 and she agreed to pay the minimum monthly payment of $84.45
  which was due on the 25th of each month.  
  

  The account
  included Conn’s 12-month no-interest financing promotion (cash-option). Per the
  term of 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 minimum
  monthly payment that was due on July 25, 2022 was not paid within 10-days of
  the due date; therefore, the cash-option was void on August 4, 2022.
  

  The terms
  and conditions of the cash-option are outlined on Ms. K***’s signed cash-option
  addendum page. 
  

  As a
  gesture of goodwill, Conn’s has reinstated the cash-option on Ms. K***’s
  account and the account is now closed. 
  We have included a copy of Ms. K***’s signed documents for her records.
  

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

  Customer Answer

  Date: 09/06/2022

  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:08/20/2022

  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 entered into an settlement agreement for $550 on 11/09/2021 with Conns. The agreement which is a legal contract states for my convenience the payments can be scheduled by phone or online.and that until the agreed amount is satisfied the account wil remain past due, once payments are recieved for the amount of $550 Conn's will report my account to all three credit reporting agencies as Account paid In Full for less than the balance. I made a payment of $160 on Nov09 2021 and a payment for$180 Jan28 2022, Then without my Consent Unbeknownst to me they tried to send my last payment through two weeks later that didn't clear. When I called Feb 28th to make payment was told that they were not aware of any agreement and was told a supervisor would call me back, 4 weeks in a row through the month of march I attempted to make payment and was told everytime the same thing.(recorded for quality assurance recorded phone calls) phone log shoud be requested to verify everything I am saying (Jan 28th when I made payment and end of FEB-end of March) Then at the end of March I finally got a call back from them and then all of a sudden my agreement was cancelled, 1) nowhere in the agreement that states they are allowed to Cancel it 2) I made every effort possible to finish paying the agreed amount and yet they made No effort in allowing me to 3) I don't know what in what Country, Continent or Planet that It is alright or Ethical to accept my payment on Jan 28th and When I have one payment left Cancel my agreement because of a payment that I didn't even agree to didn't clear and wasn't going to clear because I am on SSDI(social security disability) and get paid once a month So it makes no sense to think that I would make a payment in the middle of the month. If they don't rectify account I will be seeking punitive damages because of the negative account status reporting on my credit reports

  Business Response

  Date: 08/22/2022

  Conn
  Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the
  concerns you have regarding account(s) *********. We have a more than 130-year
  history of quality customer service and satisfaction, and I would not want
  anything to impair that record. Our contact information is located on your
  retail installment contract or promissory note and security agreement,
  invoice, coupon book, and welcome letter. As a reminder, you may contact Conn’s
  regarding questions about your purchase by calling our Customer Service
  Helpdesk at 1-877-358-1252, or on-line at www.conns.com.  
  
  You
  have stated in your complaint that:
  You
  accepted a settlement offer on November 9, 2021;
  You
  attempted to schedule payments, but could not;
  You would
  like the account to reflect paid in full; and
  You would
  like the account removed from your credit report.
  Our
  investigation reveals that:
  You
  accepted a settlement offer on November 6, 2021;
  The
  settlement offer was void due to failed payments;
  Conn’ is
  unable to honor your request; and
  Conn’s is
  unable to remove the account from your credit report.
  According to our records, you signed a 34-month retail installment
  contract on March 24, 2020 and you agreed to pay the minimum monthly payment of
  $39.01 which is due on the 5th of each month. 
  
  On November 6, 2021, you accepted a settlement offer to pay 60% of
  the account balance as the account was 124 days past due.  You scheduled one payment for $160.00 to post
  on
  
  November 6, 2021 and one payment in the amount of $390.00 to post
  on November 30, 2021 in order to fulfill the settlement agreement.
  
  The payment you scheduled on November 30, 2021 for $390.00 failed
  which void the settlement agreement. 
  
  On December 10, 2021, Conn’s attempted to recollect the payment
  for $390.00 in order to fulfill the settlement; however, the payment was
  returned due to NSF by your financial institution.
  
  Additionally, you scheduled payments to post on December 30, 2021,
  December 31, 2021, and January 14, 2022. These payments were also returned by
  your financial institution due to NSF.
  
  You made one payment on January 29, 2022 in the amount of $180.00;
  however, the settlement offer had already been voided. 
  
  Conn’s is unable to honor your request to close the account.  Additionally, Conn’s is obligated to report
  factual information to the credit reporting agencies, and we are unable to
  remove the account from your credit report.  We have included a copy of your signed documents and payment history for
  your records.
  
  Conn’s appreciates you for bringing your concerns to our
  attention.

• Initial Complaint

  Date:08/17/2022

  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 5/29/22 I purchased the Titan Chocolate Elite Recliner, model #L8140110, Reclining Loveseat, model #L8140140 and Reclining Sofa, model #L8140130 from Conn's store #296 in Daytona Beach, FL for $4344.76, which included $169.99 to uncrate and deliver the furniture. Invoice #*********-001. The furniture was originally scheduled to be delivered on 6/2/22, but it was delayed until 6/4/22. On 6/4/22 an attempt was made to deliver our furniture. But, the sofa had been ripped at some point in the delivery process, and the loveseat had multiple scratches, so I refused all of the furniture. On 6/6/22 a 2nd attempt was made to deliver our furniture and the sofa had multiple scratches, so we refused the sofa, but kept the recliner and loveseat. I was then told that there were no sofas currently available and that none were expected until 7/23/22. 7/23/22 came and went without a word and I went on the store website and it indicated expected delivery was not until 8/12/22. 8/12/22 came and went and I reached out to the store to find out when I will receive my sofa. They said the sofa is showing that it will be available 10/9/22. In a different conversation, I was told it looked like they were not making the sofa any longer. I asked what can be done to remedy this situation, as I have been without a sofa for 2 1/2 months. I offered to return the recliner and loveseat and upgrade my purchase to a similar version that has power, which was not what I really wanted. But, I was informed that once we accepted the furniture, we were not permitted to return it. I was then told that there was a floor model that was available to send to me from an Orlando store. I got the information for the store and drove two hours round trip to Orlando to look at the floor model, but it was obviously used and unacceptable.

  Business Response

  Date: 08/26/2022

  Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to Mr. ******* concerns. We have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mr. ***** may contact Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252 or online at www.conns.com.?
  
  Mr. ***** stated in the complaint that:
  1. On the day of his delivery, the merchandise was received damaged. Therefore, he refused the items and his delivery was rescheduled;
  2. During his second delivery, he kept the loveseat and recliner, and refused the sofa due to damages, and he was later informed the sofa was on order with the manufacturer;
  3. He is requesting an exchange or a refund.
  
  Our investigation reveals that:
  1. On June 5th, we attempted to delivery Mr. ******* living-room set but it was discovered the sofa and loveseat were damaged. Therefore, Mr. ***** refused all items and his delivery was rescheduled;
  2. On June 7th, we successfully delivered Mr. ******* loveseat and recliner, but the sofa was received damaged. We show Mr. ***** refused sofa and was informed the unit was order with the manufacturer, and would become available in mid-July;
  3. Although, we are unable to honor Mr. ******* request for an exchange or a refund, we confirmed the Titan Elite reclining sofa is available for immediate delivery. We show that Mr. ***** is currently scheduled for delivery on August 28th.
  
  Our records show on May 29, 2022, Mr. ***** purchased a Corinthian Titan Elite reclining living-room set that consisted of three pieces (loveseat, sofa, and recliner) all with a limited 1-year manufacturer’s warranty. We show Mr. ***** elected to have his furniture delivered.
  
  We researched Mr. ******* complaint and found on the day of his scheduled delivery on June 5, 2022, the sofa was received damaged (ripped on lower side), and the loveseat was received scratched. Therefore, Mr. ***** refused all three pieces and his delivery was rescheduled. On June 7, 2022, Mr. ******* loveseat and recliner were delivered in good order. However, it was discovered the sofa displayed scratches and was refused. We show Mr. ***** was made aware there would be a delay within delivering a new sofa, as the model was currently on order with the manufacturer, and we were expecting to receive a new shipment in mid-July. Therefore, Mr. ***** agreed to wait for the unit to become available.
  
  After further review, we show that multiple attempts were made to add Mr. ***** to the schedule to have his sofa delivered, but we did not receive selected item from the manufacturer. Due to the inventory not being resolved, this delayed Mr. ******* delivery on his sofa.
  
  As of August 26, 2022, we confirmed the selected Titan Elite sofa is back in-stock and available for immediate delivery. Our records show that Mr. ***** has been successfully scheduled for August 28, 2022, to have his sofa delivered.
  
  Conn’s values Mr. ***** 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. ***** has experienced during this time.
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

• Initial Complaint

  Date:08/17/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased TV with 4yr extended warranty on Aug 9th 2022 (2999.99 + $599.99 ). TV and associated items, sound bar, cables delivered and installed on Aug 12th, 2022. Installers left no manuals or documentation for the TV or it's remote. This TV is a new model for 2022, not on sale, not discounted. Total cost of the invoice is $4340.78. The problems began the evening of the 12th. TV WOULD NOT TURN ON. Called the store immediately, closed. Called on the 13th, talked to assistant manager. No help and not even any concern about the problem. Called again on the 13th. Still no help, no managers available. Problem persists and I go to the store on the 9th. I am given the phone number for the extended warranty technicians. Got hung up on several times, no body able to help fix the power problem. I was then transferred to Conn's Home . More hang ups, No one understood the problem and they did not show concern. Referred me back to the store. This time I talked to the store manager. More lack of concern, told me I had not purchased the extended warranty even though I am looking at my invoice and pointing it out to her. What happened to the regular manufacturer defect warranty? It's less than 7 days old!!! I want this TV replaced and I want it delivered and set up in my house in place of the defective one.

  Business Response

  Date: 09/01/2022

  Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to Mr. ******’s concerns. We have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mr. ****** may contact Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252 or online at www.conns.com.?
  
  Mr. ****** stated in the complaint that:
  1. His television was delivered, but the delivery team did not leave any documentation for the TV or the remote;
  2. On the evening of August 12th, his television would not turn on and he contacted us for assistance, but no one was available;
  3. He is requesting to have his television replaced.
  
  Our investigation reveals that:
  1. Mr. ******’s delivery receipt was signed acknowledging that his merchandise was received in good order. There are no records on file that reflect Mr. ****** reported any issues, after his delivery was completed;
  2. Mr. ****** contacted us on August 17th, to report an issue, he experienced with his television and requested service;
  3. As of August 26th, an exchange request has been submitted to replace Mr. ******’s television.
  
  Our records show on August 9, 2022, Mr. ****** purchased an LG 86” QNED mini LED 85 series with a 48-month Repair Service Agreement, an LG 3.1.2 channel home theater, and an AudioQuest 1.5m Optical audio cable. We show Mr. ******’s merchandise was delivered on August 12, 2022.
  
  Conn’s Return & Exchange Policy states 14 days from the date the item is received for electronics, electronics accessories, computers & computer accessories. There is a 15% restocking fee. * If your product fails while under manufacturer's warranty or Conn's RSA, Conn's Factory Authorized Service will repair your product according to these warranties. Conn’s Return & Exchange Policy is displayed throughout the store locations and can be found on Conn’s website at Returns & Exchange Policy | Conn's HomePlus (conns.com).
  
  We researched Mr. ******’s concerns and found that he contacted us on August 17, 2022, stating his television was not turning on. Mr. ****** was advised due to his area, he would be assigned with a third-party service provider, and be placed in the service locator. We show Mr. ****** was advised to allow up to 3-5 business days to have an appointment scheduled. However, we show that we were unable to locate a service technician to inspect Mr. ******’s television. Therefore, an exchange request was submitted for an exchange. We confirmed Mr. ****** was contacted on August 26, 2022 and was informed of the exchange request and asked to allow time for the exchange approval to be finalized, which may take up to 3-5 business days. Once Mr. ******’s exchange approval is notated in the system, he will be contacted and advised.
  
  Conn’s values Mr. ****** 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. ****** has experienced during this time.
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

  Business Response

  Date: 09/22/2022

  Thank you for the opportunity to respond to Mr. ******'s additional comments. Since our last response that submitted on September 1st, we show an exchange request was submitted to replace Mr. ******'s television. However, the exchange was later rejected by the manufacturer, as we were informed that the manufacturer had been in contact with Mr. ****** and was initiating a direct refund.  
  
  After further review, we show that Mr. ****** contacted us on September 6, 2022, requesting to have the 48-month Repair Service Agreement canceled. Our records show that Mr. ******'s signed Service Agreement Cancellation Request was received on September 15, 2022. We confirmed that Mr. ****** was made aware that his cancellation request was sent to the appropriate department, and to allow time (30-days) for the request to be processed. 

  Customer Answer

  Date: 09/29/2022

  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:08/17/2022

  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 bought a Samsung washing machine & a dryer from this Conns location 900 NE Loop 820 Hurst Tx 76053 on May 3rd. It worked 4 weeks although I’m financing it through ******** ***** It’s been broken since the middle of June. I am going to the laundry mat to wash. When Conns delivered this washing machine and dryer their tech didn’t open the door to it they left parts out of the initial install when it runs it moves & is so loud sounds like it will explode or blow up! I’ve been patient enough it’s been 6 weeks & I have large parts next to it since they sent a tech out that didn’t repair it & it needs 10 parts yo fix. I have asked them for a refund or exchange to a unit that actually works. Although my children have started school I am paying payments & financing on a unit that doesn’t even work. I am furious I have called customer service numerous times & I have even escalated this matter and, I have a reference number which is ******* for my escalation! No refund, no repair, no working unit they have conned me & I may have to file in court or take further legal action! I would give 1 star if I could never buy from them additionally I truly believe this unit was a floor model or reposed unit the parts they pulled out of it look used front loading unit this isn’t legal their customer service and, treatment to me has been completely fraudulent and unethical hence I am voicing my complaint for 9 weeks of 12 weeks owing this it’s worked less time than what it did work yet payments are still due and, I already put money down when I entered the deal and, I’m forced to pay it to protect my excellent credit! Please help me or help me rectify this situation to receive a resolution or refund asap or in a timely manor they are giving me the run around & I still can’t wash how does what was suppose to be a brand new unit need 10 pieces?I have 2 of 2 & their tech came out & left it like this with large pieces all over my wash room floor & it’s not repaired it’s unsightly & awful.

  Business Response

  Date: 08/25/2022

  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 washer and dryer in May and the washer has been broken since the middle of June;
  2. Its been six weeks and her washer has not been repaired; and
  3. She is requesting an exchange.
  
  Our investigation reveals that:
  1. On August 3rd, Ms. **** first contacted us to report an issue with her washer, and request service due to the unit not spinning;
  2. We confirmed that Ms. **** received some parts on August 11th, and the remaining parts were expected to be received on August 17th, but she refused the parts and they were sent back to the service center; and
  3. As of August 21, 2022, Ms. ****’s washer has been replaced.
  
  Our records show on May 1, 2022, Ms. **** purchased a Samsung high-efficiency front load washer and high-efficiency front load electric dryer both with a limited 1-year manufacturer’s warranty. We show Ms. ****’s appliances were delivered on May 3, 2022.
  
  Conn’s Return & Exchange Policy states 30 days for appliances, fitness, and items not included in the 14-day exchange list above, or the No Returns/Exchanges list below. There is a 15% restocking fee. * If your product fails while under manufacturer's warranty or Conn's RSA, Conn's Factory Authorized Service will repair your product according to these warranties. Conn’s Return & Exchange Policy is displayed throughout the store locations and can be found on Conn’s website at Returns & Exchange Policy | Conn's HomePlus (conns.com).
  
  We researched Ms. ****’s concerns and found that she contacted us on August 3, 2022, regarding her washer. Ms. **** indicated that her washer was not spinning. On August 4, 2022, the technician inspected Ms. ****’s washer and found the weight balancers were broken and caused damaged to the tub. Based on the technician’s findings parts were ordered, and Ms. **** was scheduled for August 10, 2022. However, Ms. **** was notified on August 9, 2022, and informed that the parts were now expecting to arrive on August 11, 2022, and we would need to reschedule the appointment to have the parts installed. On August 11, 2022, Ms. **** contacted us to advise that parts had been received, and requested to have her service expedited, but it was discovered not all parts were received. On August 17, 2022, the additional parts were sent to Ms. ****’s residence via FedEx, but she refused the package.
  
  After further review of Ms. ****’s complaint, we show that an exchange request was submitted and approved August 20, 2022. We confirmed Ms. ****’s exchange was initiated and her new washer was successfully delivered on August 21, 2022.
  
  Conn’s values Ms. **** as a customer, and we appreciate her for bringing her concerns to our attention. Also, we like to extend our sincerest apologies for the inconvenience Ms. **** has experienced during this time.
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

• Initial Complaint

  Date:08/17/2022

  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 July 19th 2022, I purchased 3 pieces of furniture totaling $2105.00. Included sofa, love seat. large chair.
  After examining my furniture I noticed all the arm rests on all pieces were defective.
  I went to Conns on July 20th as soon as they opened and spoke to the manager, he informed me that I need to call customer service. After several attempts, and speaking to 2 or 3 different depts they said I needed to have their 3rd part furniture technicians come out and exam the defective furniture.
  On Aug 6th a technician from Tri county Furniture came out and informed me that all six arm rests needed to be replaced and or re done.
  Approximately a week later Conns contacted me and I was informed that Tri county was too expensive and they were sending my complaint to another third party furniture repair.
  I spent several hours in phone calls trying to resolve this.
  I want my money returned and the defective furniture, which has been defective from day 1 to be returned to the store.
  Today will be one month with no resolution.

  Business Response

  Date: 09/05/2022

  Conn’s
  HomePlus (“Conn’s”) appreciates the opportunity to respond to Mrs. *******’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, Mrs. ******* may contact Conn’s regarding questions by calling our
  Customer Service Helpdesk at 1-877-358-1252 or online at
  www.conns.com.  
  
  Mrs. *******
  stated in the complaint that: 
  On July 19th, she purchased three furniture pieces and after examining the furniture, she noticed the furniture was defective. Therefore, she contacted us and was informed to contact customer service;
  On August 6th, the technician inspected her furniture and found all armrest needed to be replaced or re-done. However, she was informed the current service provide was too expensive and we were sending the information to a different service provider for repairs;
  She is requesting a refund.
  
  Our
  investigation reveals that: 
  On July 20th, we were contacted and advised of the dissatisfaction of the qualify of the Marisol furniture set purchased and requested a return. We show Mrs. ******* was reminded of Conn’s Return Policy on furniture and advised that we were unable to authorize a return;
  On August 6th, the technician inspected Mrs. *******’s furniture and found the armrest needed to be repaired. However, Mrs. ******* contacted us on August 12th, stating that she did not wish to proceed with repairs since the furniture was a new purchase. Due to the refusal of repairs; Mrs. *******’s service claim was pending closeout on August 15th;
  Although we are unable to honor Mrs. *******’s request for a refund, we conformed an exchange was approved on August 19th, to replace the Marisol furniture set. As of August 23rd, the new Dominick sofa and loveseat were received in good order.
  
  Thank you
  for the opportunity to respond to Mrs. *******’s complaint. Our records show
  that Mrs. *******’s concerns are regarding a purchase associated with Richard *******.
  We show that Mr. ******* purchased a United Furniture Marisol living-room set
  that consisted of three pieces (sofa, loveseat, and chair & ½) all with a
  limited 1-year manufacturer’s warranty. We confirmed Mr. ******* elected to
  pick up his Marisol living-room set on July 19, 2022, from his local Conn’s
  HomePlus.
  
  Conn’s
  Return & Exchange Policy states No Returns & Exchanges on furniture,
  mattresses, décor & accessories unless inspected by a Conn’s Service
  Technician and found to have a manufacturer’s defect.  If your product fails while under
  manufacturer's warranty or Conn's RSA, Conn's Factory Authorized Service will
  repair your product according to these warranties.  Conn’s Return & Exchange Policy is
  displayed throughout the store locations and can be found on Conn’s website at https://www.conns.com/terms-and-conditions/returns-and-exchange.
  
  We
  researched Mrs. *******’s complaint and found that we were contacted on July
  20, 2022, stating that they did not satisfied the quality of the furniture and
  requested a return. The representative advised of Conn’s Return Policy on
  furniture and informed that we were unable authorize a return. On July 21,
  2022, Mr. ******* contacted us and service claim CX1748479-22B was generated. We
  show that Mr. ******* indicated that his all three furniture pieces armrest
  were loose, could feel the wood underneath, and were making noise when in use. On
  August 6, 2022, the technician inspected Mr. *******’s furniture set and found
  that the cardboard overlays were not tacked down and popping on all three pieces.
  We show the technician notated the issue, found with Mr. *******’s furniture
  could be repaired. On August 12, 2022, Mrs. ******* contacted us, advising that
  she declined to have repairs rendered on her furniture, due to the furniture
  being a new purchase. On August 15, 2022. Mr. & Mrs. ******* received an email
  notification advising due to the refusal of repairs their service claim was pending
  closeout.
  
  After
  further review, we show that an exchange was later approved on August 19, 2022,
  for Mr. ******* to replace his Marisol living-room set. Our records show that
  Mr. ******* was issued a credit of $719.99, $494.99, and $719.99 to reselect
  three furniture pieces. We show that Mr. ******* initiated his exchange; by
  selecting a Style Line Dominick sofa and loveseat, which he elected to pick up
  from his local Conn’s HomePlus on August 23rd.
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

• Initial Complaint

  Date:08/17/2022

  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 television with soundbar like 2 months ago online with Conn’s Furniture. Recently my sound bar has been cutting off automatically I thinking it the extend power cord I using so I purchase a new one but it continues to shut off automatically having to unplug the power cord then plug back in so it will come back on. Also, the remote of the sound bar is not working ( after changing the batteries twice). I attempt to call customer care ( Horrible Mistake ) I was transfer over 10 times to Serivce department back to online department multiple times. I lived 2 hours from a local store customer service claim I have to drive to have a Store Manager determine if I can get a replacement or not ( not guaranteed). I get tired of this ask for a manager to speak with the representative CONTINUE denial my request over speaking me then transfer me again. This has been the worst customer experience I ever had I will not purchase ANY else from this company after I paid this purchase off. I am typing this while STILL on hold for a member of management!!!!!! I will be filing a complaint to the Better Business basis on experience.

  Business Response

  Date: 08/26/2022

  Conn’s
  HomePlus (“Conn’s”) appreciates the opportunity to respond to Mr. ******** concerns.
  We have a more than 120-year history of quality customer service and
  satisfaction, and we would not want anything to impair that record. As a
  reminder, Mr. ****** may contact Conn’s regarding questions by calling our
  Customer Service Helpdesk at?1-877-358-1252 or online at
  www.conns.com.? 
  
  Mr. ****** stated in the complaint that: 
  He purchased a soundbar and television two months ago and he recently started to experience an issue, with his soundbar. Therefore, he contacted us was transferred between different departments;
  He is requesting an exchange.
  
  Our investigation reveals that: 
  Although, Mr. ******** soundbar was received on June 1st, he contacted us on August 17th, to report an issue and was informed that he would need to have a service order created to have the unit inspected by a technician.  We show Mr. ****** declined the disconnected the call;
  Mr. ******** soundbar does not meet the qualifications for an exchange. Therefore, we are unable to authorize an exchange.
  
  Our records show on May 29,
  2022, Mr. ****** placed an online order and purchased a Samsung 70” crystal UHD
  LED TV that came with a limited 1-year manufacturer’s warranty and a Samsung
  2.1 channel soundbar that came with a limited 1-year manufacturer’s warranty. We
  show Mr. ******** merchandise was delivered on June 1, 2022.
  
  Conn’s Return & Exchange Policy states 14 days
  from the date the item is received for electronics, electronics accessories,
  computers & computer accessories. There is a 15% restocking fee. * If your
  product fails while under manufacturer's warranty or Conn's RSA, Conn's Factory
  Authorized Service will repair your product according to these warranties.  Conn’s Return & Exchange Policy is
  displayed throughout the store locations and can be found on Conn’s website at Returns
  & Exchange Policy | Conn's HomePlus (conns.com).
  
  We
  researched Mr. ******** complaint and found that he contacted us on August 17,
  2022, stating that he was experiencing an issue the unit not functioning
  properly. We show the representative, attempted to submit a service order
  through the online portal, but was unsuccessful. Due to the error in placing
  the service order online, Mr. ****** was informed that he could visit his local
  Conn’s HomePlus store to have a service order generated for his soundbar.
  However, Mr. ****** declined and requested to have the unit replaced. Our
  records show Mr. ****** was again educated of the service process and informed
  that we were unable to authorize an exchange. Therefore, he disconnected the
  call.
  
  After
  further review, we show Mr. ****** reached out to us again on August 17, 2022, regarding
  the replacement of his soundbar and incident ticket ******* was created. On August
  18, 2022, Mr. ****** was made aware that his soundbar must be inspected by a
  technician to determine if the unit qualifies for repairs or if the unit meet
  the qualifications for a replacement. Also, Mr. ****** was informed that if he did
  not wish to visit his local Conn’s HomePlus store to drop the unit off to
  service, he could contact the manufacturer directly at ************ to set up
  an appointment to have the unit inspected.
  
  At
  this time, we are unable to honor Mr. ******** request to authorize an exchange.
  Mr. ******** soundbar must be inspected by a service technician to determine if
  parts are needed to be replaced, or if the unit qualifies for a replacement.
  Mr. ****** has the option to visit his local Conn’s HomePlus store to have a
  service order created or contact the manufacturer directly for assistance, as the unit is
  covered by a manufacturer's warranty through June 1, 2023.
  
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

• Initial Complaint

  Date:08/15/2022

  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 purchased a bedroom set from conns it was on the 12 months interest free promotion, I also put a down payment of 296.00 to bring my principal down or so I thought, the monies I put down went to conns insurance even though I specifically told the salesman I don’t want insurance he then told me to sign here opting out of their insurance I recently received my loan ledger from conns, and I am, have been paying for unwanted insurance. I, also per my loan ledger have been paying interest on my 10 month account that is 12 months interest free.

  Business Response

  Date: 08/19/2022

  Conn Appliances, Inc. (“Conn’s”)
  appreciates the opportunity to respond to the concerns Ms. ********** 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 Ms. Washington’ retail installment
  contract or promissory note and security agreement, invoice, coupon book,
  and welcome letter. As a reminder, she may contact Conn’s regarding questions
  about the purchase by calling our Customer Service Helpdesk at 1-877-358-1252,
  or on-line at www.conns.com.  
  
  Ms. ********** stated in the
  complaint that:
  She made a down payment of $296.00;
  Conn’s applied the down payment to the
  insurance;
  She informed the agent she did not want
  insurance;
  She would like the down payment added to
  the principal;
  She would like the insurance removed; and
  She would like the interest removed.  
  

  Our investigation reveals that:
  Conn’s has no record of Ms. ********** making
  a down payment of $296.00;
  The insurance is financed with the
  contract; therefore, down payment would not be applied to just the
  insurance;
  Due to this being a secured promissory note
  and security agreement, the merchandise must be insured;
  We ask that Ms. Washing please provide
  proof of a down payment;
  We ask that Ms. ********** please provide
  proof of insurance; and
  There is no interest being assessed on the
  account at this time.
  According
  to our records, Ms. ********** signed a 36-month promissory note and security
  agreement on October 23, 2021 and she agreed to pay the minimum monthly payment
  of $121.59 which is due on the 7th of each month.  
  
  Due to this being a secured promissory note and security
  agreement, the merchandise must be insured with property insurance, either
  purchased through Conn's or provided by the customer under their own
  homeowner's or renter's policy until the contract is paid in full. In the event
  the customer has an alternative insurance policy, they are able to send that
  policy into our insurance department to receive full credit if presented within
  30 days of the purchase date or prorated if after this time as long as the
  declaration pages shows coverage from the date of purchase to the present date.
  Additionally, Customers have the Freedom to Choose; they can purchase Credit
  Property insurance offered by Conn’s OR provide proof of homeowners/renter’s
  insurance at the time of purchase while in our stores. Conn’s has no record of Ms.
  ********** providing proof of homeowner’s or renter’s insurance; therefore, the
  property insurance cannot be removed at this time. 
  
  Conn’s has no record of Ms. ********** payment a down payment on
  the contract.  We ask that she please
  provide proof of the down payment so we may research her concerns further.
  
  The agreement includes Conn’s 12-month no-interest financing
  promotion (cash-option). Per the terms of the cash-option, the cash-option will
  be void if the minimum monthly payment 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 of November 7, 2022. The cash-option on Ms. Washington’s
  account is still active as of August 19, 2022.  Please note, interest is reflected on the payment history, but is not
  reflected in the payoff.
  
  As of August 19, 2022, the payoff amount on Ms. Washington’s
  account is $1,151.24. Please note, the payoff quote is valid for 10-days. If
  Ms. ********** 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. Washington’s signed documents and payment history
  for her records.
  
  Conn’s appreciates Ms. ********** for bringing his concerns to our
  attention.  

• Initial Complaint

  Date:08/13/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased appliances and a TV from Conn’s #026 on 01/22/22. I coordinated a return of the TV before the delivery date and was told that a refund via check in the amount of $465.46 would be issued.
  
  I called several times in Feb-March to inquire about the status of my check and provide my new address. I was told that an email would be sent to accounting with the updated information and that someone from that department would be in contact with me; no one ever called. I placed several more calls to Conn’s and was bounced between groups (customer service and store team), Customer Service could not help and either suggested that I call the store or blind transferred me to the store.
  
  The store mgr and others provided the same update each time which was they had not received a reply back from corporate, would escalate, and call me back with an update but seemed to always forget to call back. During my follow up calls, the store mgr was never available. He was either at lunch, out of office, or with a customer and his employees always deferred to him. During times when I did speak with the store mgr, mgr, or lead they had shared that corporate had not replied since February and assured me that multiple requests were sent in Feb, Mar, May to update my address, stop payment on the check, and reissue.
  
  On 07/04, I spoke with a mgr who told me that he was going to escalate this issue. I later received a voicemail from the mgr stating that the check was cashed in April. Email correspondence received from the consumer team member, Elva, indicated that Conn’s will not be reissuing a check and I was instructed to call the police to address the identity theft issue….
  
  As of today, I have not received a refund from Conn’s. The store team has shared this is not a store issue and has started hanging up on me, customer service says this is a store issue, and Elva has not replied since 8/4.

  Business Response

  Date: 08/29/2022

  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: 
  She coordinated a return of the TV purchased before the delivery date, and was informed that a refund of $465.46 would be issued;
  She contacted us between February and March regarding her refund check and to provide us with her new mailing address;
  She was informed that the refund check was cashed in April, and we were unable to reissue a new refund check;
  She is requesting a refund.
  
  Our investigation reveals that: 
  On the day of Ms. ******’s delivery on January 23rd, she accepted the appliances but refused the television. We show the TV was returned to the warehouse and a refund request for the television was submitted;
  We show that Ms. ****** first contacted us on July 4th, regarding her refund; stating that it had never been received;
  Although Ms. ****** was advised we show that the check was cashed in April, additional research was required; which delayed a second refund check from being processed;
  As of August 26, 2022, Ms. ******’s refund request has been submitted and processed. We ask that she allow time for her refund check to be mailed and received, which may take up to 3-5 business days.
  
  Our records show on January 22, 2022, Ms. ****** purchased a GE
  top load washer and top load electric dryer, a GE Quad door refrigerator, and a
  Samsung 55” TU7000 4k UHD TV model UN55TU7000FXZA. We show Ms. ****** elected
  to have her merchandise delivered.
  
  We researched Ms. ******’s dispute and found on the day of her
  delivery on January 23, 2022, she received her appliances in good order.
  However, she refused the television. We show that the delivery team returned
  the TV to the warehouse, and a refund request was initiated. Our records show
  that Ms. ******’s refund check of $465.46 was processed on February 24, 2022
  and mailed to the address on file associated with her invoice on February 28,
  2022.
  
  After further review, we show that Ms. ****** contacted us on
  July 4, 2022, stating that she had not received her refund check, and she was
  waiting for the check to be received at her new address. We researched the
  customer’s concerns and found that the refund check that was mailed in February
  was cashed on April 22, 2022, via mobile deposit. However, Ms. ****** indicated
  that she did not cash the check and that was not her signature. Due to this
  information, additional research was required, which delayed a new refund check
  being issued. Our records show that a second refund request was successfully
  submitted to the newly updated address on August 26, 2022. We ask that Ms.
  ****** allow time for the refund check to be sent and received via FedEx, which
  may take up to 3-5 business days.
  
  Conn’s values Ms. ****** as a customer, and we appreciate her
  for bringing her concerns to our attention. Also, we want to extend our
  sincerest apologies for the inconvenience Ms. ****** has experienced during
  this time. 
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

  Customer Answer

  Date: 09/07/2022

  [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 trust that the company will address the delayed handling of my request, the customer service issues I experienced, and the misinformation provided about my first contact being made in July when in fact the conversations with both the customer service team and store personnel started in February and continued through August. I would hate to think that the leadership team at Store 026 lied about the action steps taken of documenting each call (direct or transfer from customer service) and forwarding the information to the appropriate group for immediate review and handling. Additionally, I’d encourage the team to review the ticket that was submitted on July 4th by the Mgr at Store 026 in detail, as the employee handling the case clearly stated that a check would NOT be reissued and stopped responding.

  
  

  I have received a refund check.