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:08/12/2022

  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 called conns service line on June 24th of 2022. My washer was making a high pitched noise. A technician came out the next week and diagnosed the problem and ordered parts. When he came back 2 weeks later he had to reschedule us because the parts were not sent to us. So he submitted the request again and rescheduled us. When he cane out the next week we had only received 1 of the 5 parts requested. He attempted to fix it with what he had and ended up making the washer worse. He then submitted another request and rescheduled us. When he called the morning of to set up a time to come by I asked if he had the parts with him and he advised me that he didn't. He then said he would have to reschedule us again. It is now 8-9-22 and I have called conns to see if they had an updates on anything and was advised that they didn't put I was a day late on making my payment. On this call I also found out that no one was logging my previous calls about the problem. I had also called conns on 5-25-22 to advise that we had moved and supplied my address which on the call for 8-9-22 I found out had also not been completed. They have several departments that are incompetent and less than helpful. And I am still waiting to get my washer fixed and it's been over a month with an unforeseeable date for repair or replacement as I was advised by the customer service department

  Business Response

  Date: 08/22/2022

  Conn’s HomePlus (“Conn’s”)
  appreciates the opportunity to respond to Ms. ******** concerns. We have a more
  than 120-year history of quality customer service and satisfaction, and we
  would not want anything to impair that record. As a reminder, Ms. ****** may
  contact Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252
  or online at www.conns.com.? 
  
  Ms. ****** stated
  in the complaint that: 
  On June 24th, she contacted us due to her washer making a loud pitch noise and a technician came the next week to assess the unit;
  The technician returned two weeks later and found the parts were not been received, therefore, her appointment had to be rescheduled;
  She is requesting a refund or a replacement.
  
  Our investigation reveals that: 
  On June 24th, Ms. ****** contacted us to request service her washer.  We show the technician inspected her washer on June 30th, and found parts needed to be replaced;
  On July 13th, the technician returned to Ms. ****** to render repairs and found that only one part had been received.  Due to not having all parts needed, Ms. ******** appointment was rescheduled;
  Although, we are unable to honor Ms. ******** request to authorize a refund, we have agreed to replace her washer.  We confirmed Ms. ******** new washer was successfully delivered as of August 19th.
  
  Our records show on January
  25, 2021, Ms. ****** purchased an LG high-efficiency top load washer and a
  high-efficiency top load electric dryer both with a 24-month Repair Service
  Agreement.  We confirmed Ms. Medina’s
  appliances were delivered on January 29, 2021.
  
  Conn’s Return & Exchange
  Policy states 30 days for appliances, fitness, and items not included in the
  14-day exchange list above, or the No Returns/Exchanges list below. There is a
  15% restocking fee. *  If your product
  fails while under manufacturer's warranty or Conn's RSA, Conn's Factory
  Authorized Service will repair your product according to these warranties.  Conn’s Return & Exchange Policy is
  displayed throughout the store locations and can be found on Conn’s website at https://www.conns.com/terms-and-conditions/returns-and-exchange.
  
  We researched Ms. ******** service history and found that she contacted us on June 24, 2022, regarding her
  washer.  Ms. ****** indicated that her
  washer was making a noise.  On June 30, 2022,
  the technician inspected Ms. ******** washer and found the inner tub was
  scraping on the side of the outer tub when washing. Therefore, the technician
  ordered parts.  We show that Ms. Medina
  was scheduled to have her washer repaired on July 13, 2022, but it was
  discovered that not all parts had been received; therefore, her appointment was
  rescheduled. On July 28, 2022, we again attempted to repair Ms. ******** washer,
  but all parts were not received, and on backorder with the manufacturer.  Due to the part delay, a repair review was
  submitted for a possible exchange, which was later approved on August 5, 2022.
  We show Ms. ****** was issued a credit up to the original amount paid of
  $1099.99 to reselect a new washer. On August 17, 2022, Ms. ****** initiated her
  exchange; by selecting the same LG model WT7900HBA.  We show Ms. ******** new washer was
  successfully delivered on August 19, 2022.
  
  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

• Initial Complaint

  Date:08/11/2022

  Type:Service or Repair 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.

  CONN'S WAS CALLED FOR A WARRENTY ISSUE WITH A TOP OF THE LINE 8K TV. TECHNICIANS DROPPED AND BROKE THE TV AND HAVE BEEN GIVING THE RUN AROUND AND I KNOW CORPORATE IS UNAWARE OF THE ISSUES THAT HAS TRANSPIRED AND DESCEPTIVE TRADE PRACTICES DONE WITH PARTIES MENTIONED IN THE WORD DOCUMENT SUPPLY. THE BEAUMONT STORE IS TRYING TO FORCE A DOWNGRADE TV AS A REPLACEMENT WHICH IS UNACCEPTABLE. ITS LIKE SOMEONE RUNNING A VEHICLE THROUGH YOUR BRICK HOUSE AND THEY WANT TO REPLACE IT ALL WITH WOOD, ITS UNACCEPTABLE AND IF THIS CAN'T BE SOLVED IT WONT BE A PROBLEM TO TAKE IT TO COURT. EMAILED THE CEO AND HAVENT HEARD ANYTHING BACK YET. I KNOW THIS COMPLAINT WILL GET TO THE RIGHT PLACE AS WELL.

  Business Response

  Date: 08/25/2022

  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 dropped by the service technician and he has been getting the runaround;
  2. He was forced to replace his television with a downgrade model;
  3. He is requesting to have his television replaced with an 8k TV.
  
  Our investigation reveals that:
  1. During the technician’s visit to install parts, Mr. ******’s television was damaged. Due the damages an exchange request was submitted and approved on August 9, 2022;
  2. Mr. ****** was issued an in-store of $2999.99 to reselect a new television model;
  3. As of August 20th, Mr. ******’s damaged television was successfully replaced with a QN75QN800BFXZA.
  
  Our records show on October 8, 2021, Mr. ****** purchased a Samsung 75” QN800B NEO QLED 8k TV with a 48-month Repair Service Agreement and installation. We confirmed Mr. ******’s television was delivered on October 9, 2021.
  
  We researched Mr. ******’s complaint and found that he contacted us on July 20, 2022. Mr. ****** indicated the sound will not connect to the soundbar. On July 25, 2022, the technician inspected Mr. ******’s television and found the control board needed to be replaced. On July 29, 2022, the technician returned to install the new control board, but during the process there was an accident with the television, and damages were caused to the unit. Due to the damages caused, an exchange request was submitted and approved on August 9, 2022. We show Mr. ****** was issued a credit up to the original amount paid of $2999.99 to reselect a new television. On August 16, 2022, Mr. ****** initiated his exchange and originally selected a Sony 77” 4k HDR OLED TV model XR77A80K, which was delivered on August 17, 2022.
  
  After further review, we show that Mr. ****** reached back out to us regarding the dissatisfaction with the replacement model. We show his concerns were reviewed by upper management and a new model was issued. Our records show Mr. ******’s new television a Samsung 75” QN800B NEO QLED 8k TV model QN75QN800BFXZA was successfully delivered on August 20, 2022.
  
  Conn’s values Mr. ****** as a customer, and we appreciate him for bringing his concerns to our attention.
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

  Customer Answer

  Date: 10/01/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
  
  
  
    Not  satisfied --- did not repair floor damage they caused

  need Suez ****** email address

  ml

• Initial Complaint

  Date:08/10/2022

  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.

  Initial delivery date of my mattress was July 15. After seeing that the mattress was cut I contacted conns. They got back to me on July 22nd asking for additional information. I provided pictures of the cut mattress as well as the initial delivery date. I have not heard back from conns in this time at all. I sent two emails one dated July 31st and one dated August 10th. Inquiring about the status of this issue. I was told his phone conversation on July 13th that they would need information then they would set up to have a new mattress delivered. I paid $1600 for this mattress and it’s unacceptable to have a cut in the mattress.

  Business Response

  Date: 08/22/2022

  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: 
  After receiving his mattress on July 15th, he contacted us once he noticed the unit displayed cuts;
  He provided images of the damages caused, but did not hear back from us; and
  He is requesting a refund or to have to his mattress replaced.
  
  Our investigation reveals that: 
  On July 22nd, we were contacted and informed that Mr. ******’s mattress was damaged.  We show that he was asked to provide images of the alleged issue;
  Once the images were reviewed, we confirmed the unit was damaged and exchange request was submitted.  However, it was later discovered there was an error in processing the exchange, which caused a delay; and
  Although, we are unable to honor Mr. ******’s request for a refund, we have authorized an exchange on his mattress.  We confirmed the unit has been successfully replaced as of August 14, 2022.
  
  
  Our records show on July 10,
  2022, Mr. ****** purchased a Resident Home, LLC Premier 13” king MIB with a
  36-month Furnituregard Plan.  Mr.
  ******’s mattress was delivered on July 15, 2022.
  
  We researched Mr. ******’s
  dispute and found that he reached out to our delivery department, informing
  them the mattress was defective.  We show
  Mr. ****** was asked to provide images of the alleged issue.  On July 22, 2022, we received the images of
  Mr. ******’s mattress, which showed his mattress displayed cuts/rips.  Based on the findings, an exchange request was
  submitted to replace Mr. ******’s mattress. 
  However, it was discovered there was an error processing the exchange,
  which caused a delay.  As of August 13,
  2022, the error was corrected, and the exchange was successfully
  submitted.  We confirmed Mr. ******’s new
  mattress was delivered and received in good order on August 14, 2022.
  
  Conn’s HomePlus values Mr.
  ****** as our
  customer and appreciates him for bringing this matter to our attention.  Also, we like to extend our sincerest
  apologies for the inconvenience that Mr. ****** has experienced during this
  time.
  
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

• Initial Complaint

  Date:08/09/2022

  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.

  Hello my name is Monique ********* and I’m having issues with my account I’ve been having issues with my account for the past couple of months and was not able to get the satisfied customer service through the store they placed me under two accounts which caused me to fall into a hardship, when I went out sick with Covid I was not able to meet two payments a month, when I went to the store to try to get them to merge my accounts together nobody knew How, and they continuously gave me the runaround for months, So now that I lost my job I put due to lack of hours am we getting cove it at the same time, I had to go into a debt consolidation, which calls me to place conns on their also. I can no longer afford two payments a month when it should’ve only been one

  Business Response

  Date: 08/17/2022

  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:
  Her merchandise was placed on two different
  accounts; and
  The merchandise was supposed to be placed
  on one account.  
  

  Our investigation reveals
  that:
  Ms. ********* signed two retail installment
  contract; and
  Conn’s is unable to put the merchandise on
  one contract.
  

  According
  to our records, Ms. ********* signed a 36-month retail installment contract.
  The contract created account ****4230 and she agreed to pay the minimum monthly
  payment of $82.32 which is due on the 13th of each month. The
  account is past due from July 13, 2022.
  

  Ms.
  ********* returned to her local Conn’s store on December 2, 2021. She signed a
  second 36-month retail installment contact. The contract created account
  *****4231 and she agreed to pay the minimum monthly payment of $112.20 which is
  due on the 2nd of each month. 
  Ms. ********* returned some of the merchandise on the account which
  reduced the minimum monthly payment to $107.67. 
  The account is past due from July 2, 2022.
  

  The
  accounts included Conn’s 12-month no-interest financing promotion (cash-option);
  therefore, the accounts could not be combined.
  

  Conn’s is
  unable to combine the accounts at this time. 
  We have included a copy of Ms. *********’s signed documents for her
  records.  
  

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

• Initial Complaint

  Date:08/08/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a bedroom suit on 6/27/22 from CONNS in hickory, NC and paid extra $169 for delivery and SETUP. The furniture was delivered on 7/9/22 the contracted delivery company was TOP HAT DELIVERY. They dropped one nightstand and warped the drawer glide on the other nightstand. They refused to take my dresser and mirror of their truck stating they did not bring enough man power to bring it up my stairs and into my bedroom. They tried to persuade me to keep the damaged furniture and just call CONNS directly with the issue and of course I told them to take the damaged furniture back with them and deliver new nightstands and my dresser and mirror when they brought the appropriate amount of personnel. They left my home and the next day I received an emailed receipt containing my "forged" signature for the furniture. The management at both Conns and Top hat delivery are aware of this issue not to mention they damaged my walls which I have sent pics and spoke with Conbs manager ROBERT to file this claim for them to pay to fix my walks. I received the 2nd delivery on 7/16/22 again both nightstands that were brought were damaged. I was on the phone with store mgr ERIC as delivery team refused to bring dresser and mirror up my stairs during this same time the drivers ran to their truck and drove off leaving the damaged nightstands and damaged dresser and mirror in my entryway. NOTE I never signed for this damaged furniture they stuck me with. I have contacted CONNS and Top hat delivery and keep getting thr run around. I have damaged furniture that I never signed for and that the company forged my signature on. I have asked for higher mgt and corporate numbers to get this issue resolved but they refuse to give me any info. I financed this $5,518.00 purchase thru ********* bank and they are already billing me for damaged furniture I refused and did not sign for. Please help me to obtain what I purchased and for the company to pay for the damages to my home.

  Business Response

  Date: 08/19/2022

  Conn’s
  HomePlus (“Conn’s”) appreciates the opportunity to respond to Ms. ************** concerns.
  We have a more than 120-year history of quality customer service and
  satisfaction, and we would not want anything to impair that record. As a
  reminder, Ms. ************ may contact Conn’s regarding questions by calling our
  Customer Service Helpdesk at?1-877-358-1252 or online at
  www.conns.com.? 
  
  Ms. ************ stated
  in the complaint that: 
  She purchased a bedroom suit and paid $169 for delivery and setup;
  Her dresser, mirror, and nightstands were received damaged, and we refused to take the damaged furniture back;
  Damages were caused to her wall and photos have been provided for TopHat for assistance;
  She is requesting delivery and a billing adjustment.
  
  
  Our investigation reveals that: 
  At the time of delivery, the delivery team was able to deliver Ms. ************’s bed and chest to the desired location in her home.  However, we were unable to bring the dresser up the stairway;
  We confirmed Ms. ************ refused the dresser and notes were made to have the nightstands redelivered due to damages;
  We show a property damage claim has been created and TopHat has tried on several occasions to contact Ms. ************ but have been unsuccessfully.  Ms. ************ may contact TopHat claims directly at 980-215-5946 to further discuss her claim;
  Ms. ************ has been contacted and informed us that the exchange is no longer needed, as she accepted a concession of $453.69 to keep the furniture as-is.
  
  Our records show on June 27,
  2022, Ms. ************ purchased an Austin Group Bryant Park bedroom set that
  consisted of seven pieces (headboard/footboard, chest, dresser, mirror, and two
  nightstands) all with a limited 1-year manufacturer’s warranty.  We show Ms. ************ elected to have her
  bedroom set delivered.
  
  We researched Ms. ************’s
  complaint and found on the day of her scheduled delivery on July 9, 2022, she
  received her Bryant bed and chest in good order.  However, the delivery team was unable to get
  the dresser in the desired location, due to the height of ceiling and the narrow
  stairway.  Therefore, delivery was
  rescheduled to have the dresser delivered and nightstands due to damages.  On July 16, 2022, we show the delivery team
  returned to Ms. ************’s residence and delivered a new dresser, mirror,
  and her nightstands.  However, Ms. ************’s
  dresser was completed as a drop off only, as the delivery team was again
  unsuccessful with getting the unit up the stairway.
  
  After further review, we
  show that an exchange request was submitted on July 18, 2022, to replace Ms. ************’s
  dresser, but it was discovered the dresser was no longer available for immediate
  delivery.  Therefore, the exchange was postponed.
  
  As of August 19, 2022, we
  contacted Ms. ************ regarding her concerns and offer an exchange on her
  dresser and nightstands, but during the conversation, she indicated that he
  concerns had been addressed.  Ms. ************
  advised us that she accepted a concession of $453.69 to keep the furniture
  as-is, and no further assistance was needed.
  
  We thank Ms. ************
  for bringing this matter to our attention, and we extend our sincerest
  apologies for the inconvenience that she has experienced during this time.
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

• Initial Complaint

  Date:08/08/2022

  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.

  During the end of March 2021 I purchased a couch, chair, and ottoman set from Conn's in North Charleston. After a few months we began to always drift towards the middle when sitting on the couch. In February 2022, I placed a repair order through the warranty but I unexpectedly had to be induced at 37 weeks pregnant and was not able to schedule the appointment. Life with a newborn is messing and each of the 4 cushion covers for the couch have a zipper: one for each back cushion and one for each seat cushion. After reading every label on the couch that did not say otherwise, I washed one back cover and one seat cover on gentle. Upon getting the covers from the washer I found that the material had completely unraveled making the 2 covers unusable and unrepairable. It was at this time that I made return call to Conn's. The first technician that came to inspect the couch said that it was the strings and placed an order for new springs and replacement cushion covers. After an extended wait time, the only parts I received were the springs and was told the cushion covers were not covered in the warranty because they were washed. When the second technician came to install the springs, he decided that the problem was the seat cores which he ordered then left with the springs. I have made numerous calls to Conn's and the manufacturer trying to purchase the seat covers myself but keep being met with dead ends. Following another extended wait period I received the seat cores which are so much larger than the original that the one seat cover we have is busting at the seams. I again made a call to Conn's warranty and was told a replacement order for the whole couch would be placed due to how long it has taken to resolve the issues. The replacement was denied because they state the problem is due to washing the cushion covers although said cover was never washed. The fault in material is becoming more evident in each piece of furniture as time goes on.

  Business Response

  Date: 08/18/2022

  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. After reading the labels on her furniture, she washed the seat covers which unraveled and is unusable. She contacted us for service and the technician ordered new springs and replacement covers but she only received the springs. She is now being informed that they are not covers are not covered under warranty since she washed them;
  2. We sent out a second technician who found the seat cores needed to be replaced but the replacement cores are too big causing the seat core to bust at the seam; and
  3. She is requesting either to receive a refund or an exchange.
  
  Our investigation reveals that:
  1. Ms. ***************** contacted us to report that the frame is bowing on the sofa and also mentioned that after washing her seat casing, two of them fell apart. We sent a technician out who found the seat springs were sinking, the left side-frame seat casing missing completely and the left side frame loose inside the back casing are shredded/torn. After reviewing the technician’s report and photos, Ms. ***************** was informed that damages to the seat casing are not covered under warranty, however; we would order the springs to repair the frame;
  2. After the technician installed the springs on the sofa, he notated that the seat cores were flat and submitted a request to order both seat cores, 2 seat casings, and 2 pillow casings. However; all seat casings were again denied due to previous damages not being covered. We confirmed Ms. ***************** received the new seat cores on 7/26/22 for self-installation; and
  3. Ms. *****************'s furniture does not meet the qualification for an exchange or a refund.
  
  Our records show on 3/28/21, Ms. ***************** purchased the Gabrielle Cream Livingroom furniture that consists of three pieces (sofa, ottoman, and chair) which came with a 1-year limited manufacturer’s warranty. We show Ms. ***************** elected to have her sofa and ottoman delivered which were received in good order on 4/9/21, however; the chair was later picked up at her local Conn’s.
  
  We researched Ms. *****************'s complaint and found that she initially contacted us for service on her sofa on 2/14/22, stating that the frame is bowing in the middle. We sent Ms. ***************** a Self Inspection Package to complete and return to begin her service claim. However; no information was received therefore, the service request was closed. We show Ms. ***************** contacted again on 3/22/22, stating that the seat frame is bowing and after washing her seat covers, two of them fell apart. A service inspection was scheduled for 4/12/22. During the inspection, the technician found the sofa's seat springs were sinking, the left-side-frame seat casing missing completely and the left-side-frame loose inside back casing are shredded/torn. After reviewing the technician’s report and photos that were taken at the
  time of the inspection, Ms. ***************** was notified that the seat casings were denied as the damages found are not a covered failure under the terms of the manufacturer’s warranty. However; we agreed to order new springs to repair the frame. We show the springs were shipped to Ms. *****************’s residence on 5/17/22 and we attempted to contact her to schedule installation on numerous occasions but were unsuccessful. Once Ms. ***************** contacted us back she was scheduled for installation on 6/22/22. The technician reported that he installed all 10 new springs to complete the repair but notated that the seat cores have flattened and needed to be replaced. We show the technician submitted a request to replace both the right and left seat cores for the sofa, 2-seat casings, and 2-pillow casing. However; after reviewing the service history, we confirmed the seat casings were previously denied due to the damages found were not covered. Our records show we ordered the left and right seat cores which were shipped to Ms. *****************'s residence on 7/26/22.
  
  After further review, we show our furniture claims specialist contacted Ms. ***************** on 8/1/22 in regards to her concerns. At that time, Ms. ***************** mentioned that the new seat cores she received were too big for the casings she currently has and is causing the seams of the casing to separate. Ms. ***************** was again informed that the seat casings were denied due to the previous damages found were not a covered failure under the terms of the manufacturer. However; we informed Ms. ***************** that we could send our technician back out to install the cores she received but she declined the request.
  
  At this time, we are unable to honor Ms. *****************’s request to exchange her furniture or issue a refund. The manufacturer’s warranty covers product failures as a result of a manufacturer’s defect. However; Ms. *****************’s damages to her seat casings are customer caused as a result of improper care/maintenance.
  
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

  Customer Answer

  Date: 08/29/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 17686777, and have determined that this proposed action would not resolve my complaint.  
  
  
  The business is not being truthful about what has taken place. The springs were never installed in the couch and were taken from our possession. I would have never washed the casings if the couch was labeled with instructions not to do so. There was only one set of casings(a back cushion case and a seat case) washed. The casings that are now busting open from the oversized seat cushions WERE NOT WASHED. We have tried to even contact the manufacturer to purchase new casings with no response. The throw pillows that came with the couch are also busting at the seams which is another explain of the fault in this furniture. At this point I do not want a replacement for the couch as I believe we will have the same problem again and would prefer a refund at this time. 
  
  
  
  Regards,
  
  
  
  
    Alivia ******* 
  

  Business Response

  Date: 09/22/2022

  At this time, we are unable to honor Ms. *****************’s request to exchange her furniture or issue a refund. The manufacturer’s warranty covers product failures as a result of a manufacturer’s defect. However; Ms. *****************’s damages to her seat casings are customer caused as a result of improper care/maintenance.

• Initial Complaint

  Date:08/06/2022

  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 have been without a refrigerator for 2 weeks, and they keep scheduling appointments to fix it and no one shows up I have several emails stating this and no one shows I have requested to have a supervisor call me and no one does. I'm a grandmother of 3 toddlers at my house and I can't have essentials they need to eat

  Business Response

  Date: 08/18/2022

  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 has been without a refrigerator for 2 weeks and keeps getting scheduled for service but no one shows up; and
  2. She is requesting to have her refrigerator repaired.
  
  
  Our investigation reveals that:
  1. We ordered the parts to repair Ms. *******’s refrigerator but due to a system error, the installation date was rescheduled; and
  2. Ms. *******’s refrigerator was approved for an exchange due to multiple parts being ordered.
  
  Our records show on 7/25/18, Ms. ******* purchased an LG Side-by-Side refrigerator and elected to purchase a 48-month Repair Service Agreement Plan.
  
  We researched Ms. *******’s complaint and found that she contacted us for service on her refrigerator on 7/22/22, stating that the ice maker is not working. A service inspection was scheduled for 7/25/22. During the inspection, the technician found the main PCB was needed to complete the repair. We show the part was ordered and received on 7/28/22 and Ms. ******* was scheduled for installation on 8/2/22. The technician reported he installed the new main PCB to repair the issue with the ice maker but the refrigerator did not appear to be cooling. Therefore, additional parts were ordered and Ms. ******* was scheduled for installation on 8/6/22. However; due to a system error Ms. *******’s appointment was rescheduled for 8/10/22. During the installation, the technician notated that additional parts were needed.
  
  After further review of Ms. *******’s service history we show on 8/12/22, an exchange was approved to reselect a new refrigerator up to the original of $1719.99 due to multiple parts being ordered. We confirmed Ms. ******* initiated her approved exchange on 8/15/22 and her new refrigerator was delivered in good order on 8/16/22. We have no further records showing that Ms. ******* has contacted us regarding any further issues she is experiencing since receiving her new refrigerator.
  
  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

• Initial Complaint

  Date:08/04/2022

  Type:Delivery 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.

  It's so many details, but I don't have much space to provide here so I'll keep it short as possible. On Sunday, July 17, 2022 I went into the Dallas (Wheatland Rd.) Conn's Home Plus store and bought a refrigerator. There were two attempts of delivery on Monday, July 18 but the refrigerator was damaged with scratches and paint. On the 3rd delivery Tuesday, July 19, I was left with a refrigerator that had small dents and a wall in my home damaged by the delivery guys. I was told by the store manager and the warehouse manager DURING delivery that I would be compensated for both. As of three days ago it appears that was not the true. Within these 2 weeks I have contacted the store salesperson, the store manager, the warehouse, and Conn's customer relations and everyone is brushing me off and not taking accountability. I have literally called these individuals at least 10 times (if not more) to get this resolved. I will NEVER purchase from Conn's again and I would not recommend them to ANYONE. I had delivery issues with Conn's last year for a washer/dryer set, but it was not to this magnitude. The only error I made was giving them a second chance. Once they have your money, they no longer care about the customer. The terrible experience that Conn's employees has put me through these last 2 weeks have left me in disgust! I have provided a uploaded document with full details of everything that occurred within the last 2 weeks. I also provided photos.
  
  Invoice# *********-001
  Transaction: $2262.39

  Business Response

  Date: 08/18/2022

  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. After three delivery attempts, her refrigerator was delivered damaged as well as there was damage to her wall and she was told she would be compensated but she has not been able to get assistance; and
  2. She is requesting to be compensated for damages to her wall and refrigerator
  
  Our investigation reveals that:
  1. We attempted to deliver Ms. *******’s refrigerator on two separate occasions. Ms. ******* reported that the delivery team damaged the wall in her home and a claim was submitted to investigate. Ms. ******* later reported damages she found on her refrigerator and accepted a concession for damages; and
  2. We confirmed that a concession of $311.99 was applied to Ms. *******’s account for the scratch on the refrigerator. In addition, Ms. ******* has been provided her damage claim and made aware the claim is currently being processed.
  
  
  Our records show on 7/17/22, Ms. ******* purchased a Samsung Side-by-Side refrigerator and elected to purchase a 48-month Repair Service Agreement. Ms. *******’s refrigerator was initially scheduled for delivery on 7/18/22, however; the refrigerator was rejected due to a minor scratch found. We show the refrigerator was returned and scheduled for redelivery on 7/19/22. During the delivery, the refrigerator was signed acknowledging the item was inspected and received in good order. However; Ms. ******* reported damages to her wall as a result of the delivery.
  
  We researched Ms. *******’s complaint and found that she contacted us on 7/22/22 to follow up on the damages to her wall. At that time, Ms. ******* also reported that she found dents in the refrigerator and requested compensation. Ms. ******* was informed that although she signed her delivery receipt acknowledging the refrigerator was received in good order, she could provide photos of the damage for further review. We also submitted a damage claim to have the delivery company begin an investigation into the damages on her walls. After receiving the photos, Ms. ******* was offered and accepted a damage concession for the refrigerator totaling $311.99. We confirmed the concession has been processed and the credit was submitted towards Ms. *******’s Synchrony Bank account which may take up to one billing cycle to reflect.
  
  After further review, we confirmed that Ms. ******* has been in contact with a damage claim specialist and provided a claim number (108530). Once the claim and been thoroughly reviewed, Ms. ******* will be contacted regarding the status of her claim. We appreciate Ms. *******'s patience while the claim is being reviewed.
  
  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

  Business Response

  Date: 09/26/2022

  Thank you for the opportunity to respond to Ms. *******'s additional comments. Since our last response, we show that Ms. ******* has been in contact with her claim specialist and a mutual agreement has been reached. 

  Customer Answer

  Date: 09/29/2022

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

• Initial Complaint

  Date:08/04/2022

  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 2 chests (dressors) on July 10th, They were delivered 7-12-2022 damaged.
  I had to wait for Conns to have someone come pick them up. I called Conn's @ 7-12-2022 and spoke with Jeremy , he advise that they will have delivery/pick up call me to set up time for pickup.
  Finally the items were picked up (returned 2 chests) on 7-21-2022 because they were defective . I have attached photos. and pick up receipt as well.
  
  This has been ongoing issue since the defective furniture was picked up . I am getting the run around from Conn's.
  
  I have yet to get a refund to my ********* home credit card. $1569.19 !!!
  
  I filed a dispute with ********* Home Credit Card on July 14,2022. as well and Conn's has not responded to them either.
  
  I have spoken with Conns on numerous occasions- ive been told Monday 8-1- by Barry (mgmt) @ 343 pm who stated that he can not look at my account to see what Felix has done and Felix is out of the office til Thursday 8-4-. I would need to call back then.
  I did speak ********* @ 1050am today 8-4-2022 Jessica did verify that Conns Home Furniture still has not refunded any monies to them and
  I have been told by mgmt. Felix at Conn's home furniture this was taking care of of 7-25 @ 11am, he said the refund would take 48-72 hours to post and if nothing was credited to my account by Friday 7-29-2022 to call him again. I called to Felix Friday 7-29-2022 @ 512pm and was once again told that they are working with ********* and the monies should be put back to my credit card.
  I called to Conn's again and spoke with Felix 7-29-2022 he told me this should be resolved
  it has yet to be resolved.. I still have not been refunded $1569.19 for furniture that was returned to them.. they came and picked it up and receipt is attached 7-21-2022.
  PLEASE HELP ME GET MY $1569.19 BACK. i can not purchase new items else where until this is refunded back to my credit card and i am not getting any where with CONN'S HOME FURNITURE.

  Business Response

  Date: 08/07/2022

  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: 
  She purchased two chests on July 10th and on July 12th the chests were delivered damaged;
  The chests were returned on July 21st and she was informed that a credit would be applied to her account, but no credit has been received;
  She is requesting a refund.
  
  Our investigation reveals that: 
  On July 12th, Ms. ******** chests were delivered and received in good order.  However, we were later Ms. ******** local Conn’s HomePlus store contacted us, stating the chests were broken and missing pieces;
  On July 21st, Ms. ******** chests were picked up and returned and a credit of $1387.73 was processed to her ********* Bank Account.  However, she was left with a remaining balance of $181.46 for delivery, which was completed on July 12th;
  We confirmed a credit of $1387.73 posted to Ms. ******** ********* Bank Account on August 4th.  We show the remaining credit of $181.46 for the delivery fee has been canceled and processed to Ms. ******** account.
  
  Our records show on July 9,
  2022, Ms. ****** purchased two Holland House Vanguard chests both came with a
  limited 1-year manufacturer’s warranty. 
  Ms. ******** chest were delivered on July 12, 2022. 
  
  We researched Ms. ******** concerns and found that her local Conn’s HomePlus store contacted us, stating
  that they were contacted and informed that the drawer was broken, and pieces
  were missing.  On July 14, 2022, an
  exchange was approved to replaced Ms. ******** chests.  However, we show that changed her mind and
  requested to have the chests returned. 
  Our records show Ms. ******** chests were successfully picked up and
  returned on July 21, 2022.  We show the
  returned was finalized, a credit of $1387.73 was processed to Ms. Coover’s
  ********* Bank Account; which posted on August 4, 2022.  We show there was a remaining balance of
  $181.46 for the delivery fee that was not canceled from Ms. ******** invoice.  We confirmed the delivery fee was
  successfully canceled from Ms. ******** invoice on August 4, 2022.  We ask that Ms. ****** allow time for the
  credit of $181.46 to post to her ********* Bank Account, which may take up to
  1-2 billing cycles.
  
  Conn’s values Ms. ****** as
  a customer, and we appreciate her for bringing her concerns to our attention.
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

  Customer Answer

  Date: 08/13/2022

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

   

  I have atatached the screen shot from ********* so you can see what was credited 

   

  I did NOT receive my payment of $1.387.73. They keep saying they are working on it but I’ve never received it. I’ve contacted ********* and they stated this is not in systems ???   So I don’t understand why this is still not resolved ???? 

  
  

  Business Response

  Date: 08/19/2022

  Thank you for the opportunity to respond to Ms. ******** additional comments.  Our records show that two separate credits were successfully applied to Ms. ******** ********* Bank Account.  We confirmed a credit of $1387.73 posted on August 4th and the remaining credit of $181.46 posted on August 8th. 

• Initial Complaint

  Date:08/04/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a sectional sofa set with ottoman on 7/30 with a delivery date of 7/31. The items received were incorrect, based on the information later obtained the sales individual entered the incorrect SKU number therefore I had two correct pieces of the sectional and the entire middle piece missing. My washer and dryer were delivered with no issues. Our ottoman was broken as it is a storage piece and had a dented hinge inside. I contacted the warehouse and sales individual that day to find out, they needed to come back and deliver the pieces on Monday. Come Monday, they delivered the piece and it was not latching to the left side of the sectional immediately after they left my residence. I called to notify it appeared to be missing the latch on one side which they lied and told me they verified and it was manufactured that way. I called the sales person who provided a photo of the piece and in fact did have a connecting piece to secure the two sectional pieces together. I called back to notify I am pending 2 throw pillows, the sectional needs to have the piece on the side to connect and secure the sectional and the correction of the ottoman. Again, I had to make arrangements for delivery on Tuesday. It took 3 deliveries to get the sofa I ordered and paid on Saturday. I had to return to the store for over an hour to get paperwork corrected for the sale. It was a frustrating and upsetting experience as they just continued to reschedule deliveries and did not allow me to return the item despite my satisfaction with their service. They offered me a “discount” which I later found out they needed to do because the piece that was entered incorrectly was more expensive and an additional discount on the first error which was not satisfactory after the amount of time that was taken on phone calls, returning to the store, two additional deliveries we had to make arrangements for due to their errors.

  Business Response

  Date: 08/18/2022

  Tell us why here...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 sectional sofa set that was delivered on 7/31 but some of the pieces to the furniture were incorrect, the ottoman was broken and some items were missing;
  2. After receiving all furniture, she contacted us to notify us that the latch is missing to attach the furniture piece and 2 throw pillows were missing; and
  3. She is requesting to receive a billing adjustment
  
  
  Our investigation reveals that:
  1. Due to a sales error, the incorrect loveseat was initially delivered but all other items were received in good order. Ms. **** contacted us on 8/1/22 to report an issue with the ottoman which we agreed to issue an even exchange;
  2. Ms. **** contacted us after the delivery team left to report that she was informed the armless loveseat she received came with 2 pillows but she did not receive them as well as one of the latches to attach to the armless loveseat is missing. We returned the following day to attach the armless loveseat to the remaining furniture pieces and deliver the pillows; and
  3. We confirmed Ms. **** received a 15% concession off her furniture pieces due to the inconvenience.
  
  
  Our records show on 7/30/22, Ms. **** purchased a Samsung washer and dryer with a 24-month Repair Service Agreement Plan and the Kirby Livingroom Sectional furniture that consists of four pieces (loveseat, LSF sofa, RSF end wedge, and storage ottoman) which came with a 1-year limited manufacturer’s warranty. We show Ms. ****’s items were scheduled for delivery on 7/31/22.
  
  We researched Ms. ****’s concerns and found on the day of the delivery, all items were delivered in good order except for the Kirby loveseat. The delivery team found that a stand-alone loveseat was ordered instead of the armless loveseat that attaches to the other furniture pieces. Therefore; the loveseat was rejected and returned to the warehouse. We show Ms. **** returned to her local Conn’s on 7/31/22 to have her invoice corrected to include the armless loveseat. Due to the inconvenience, Ms. **** received a 15% concession off the Kirby Livingroom Sectional. We show the armless loveseat was delivered on 8/1/22, however; Ms. **** informed the delivery team that the loveseat should have come with two pillows. We also confirmed that Ms. **** contacted us after the delivery was completed to report that the hinge on the ottoman was bent and that the loveseat is missing a bracket to connect with the other furniture pieces. Our records show we returned to Ms. ****’s residence on 8/2/22 and exchanged the ottoman, delivered the two missing pillows, and installed the missing bracket to secure all furniture pieces.
  
  We sincerely apologize for any inconvenience Ms. **** experienced during this process. Although we are unable to honor Ms. ****’s request to receive any additional credits, we will mail her a $100 Conn’s gift card that can be used towards a future purchase.
  
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus