Complaints

This profile includes complaints for Conn's Home Plus's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Conn's Home Plus

  2445 Technology Forest Blvd. Ste 800 Spring, TX 77381

• 

  Conn's Home Plus

  11051 Northwest Fwy Houston, TX 77092-7311

• 

  Conn's Home Plus

  13337 Interstate 10 E Houston, TX 77015-5801

• 

  Conn's Home Plus

  2800 Broadway St Pearland, TX 77581-9502

• 

  Conn's Home Plus

  4465 N Expressway Ste 77-83 Brownsville, TX 78520-8491

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/03/2022

  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 bought a TV from Conn's in April. Since then, the TV shuts off randomly when watching it. I have contacted Samsung and Conn's. When I contacted Conn's I was told to not call Samsung and only call them for warranty issues. I then said I understood and was supposed to be set up for an appointment....I was not. So, I ended up calling back and requesting an appointment. A technician came out and stated that I needed parts. He said he would order them and return the following Friday. On the following Friday, I received a voicemail stating the parts were delayed and I would receive a call back...I did not. I had to call in order to find out they had received the parts. Since then, I have set appointments to get the parts installed to no avail. One appointment was cancelled due to the tech quitting, then another appointment was scheduled for the 1st not the 3rd like I asked and now today is the 3rd and I was supposed to receive a call between 7 and 9a giving me an estimate on when the tech would be here. I did not receive a call so I called Conn's and was told he'd be here between 1 and 3. It is now 3:25 and I still have not heard from a tech or Conn's representative. I have tried to get their attention by calling the store, calling their customer service line, and leaving website reviews. I have been ignored and I am a paying customer. I feel as though doing this is the only way I will receive a response from them. I would also like it noted that Samsung said I could take the TV to the store and trade it for another Samsung product to which I declined because I don't want another Samsung product due to the lack of customer service by them and also because I was told by Conn's that that option is not allowed anyway because the tech did not render my TV as unrepairable.

  Business Response

  Date: 08/07/2022

  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. Since purchasing her television in April, she has experienced issues with the unit and contacted us advised to not call Samsung;
  2. Multiple appointments have been scheduled to have her television repaired, but the technician has not showed up;
  3. She is requesting to have her television returned and issued a refund.
  
  Our investigation reveals that:
  1. On June 12th, Ms. ******* contacted us and reported she was experiencing an issue with her television. We show the representative advised Ms. ******* to setup a service call to have a technician diagnose the unit, but no service call was placed;
  2. We confirmed that Ms. ******* has been scheduled on two separate occasions, but due to the technician in her area not being available, we had to locate a new technician, which has caused a repair delay;
  3. We are unable to honor Ms. *******’s request for a return. However, we show that Ms. ******* has been contacted and is scheduled to have her television repaired on August 5th.
  
  Our records show on April 1, 2022, Ms. ******* purchased a Samsung 65” 4k UHD smart television that came with a limited 1-year manufacturer’s warranty. We confirmed Ms. *******’s television was financed through our third-party finance company ACIMA. Ms. ******* elected to pick up her television from her local Conn’s HomePlus store.
  
  Conn’s Return & Exchange Policy states 14 days (about 2 weeks) 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 https://www.conns.com/terms-and-conditions/returns-and-exchange.
  
  We researched Ms. *******’s concerns and found that she contacted us on June 12, 2022, advising the representative that she was experiencing an issue with her television. We show she was informed that she would need to set up a service appointment to have a technician come out to diagnose the true issue, with her television. However, there was no service call was placed. On July 1, 2022, stating that her television would turn on and off. We confirmed Ms. ******* was scheduled for inspection on July 3, 2022 but contacted us to inform us that she would not be available and requested to have her appointment rescheduled to July 11, 2022. During Ms. *******’s inspection, the technician found the power board and panel needed to be replaced. On July 14, 2022, we attempted to contact Ms. ******* regarding a delay in receiving the parts needed, but we were unsuccessful.
  
  After further review, we show that Ms. ******* was scheduled to have the parts installed on July 22, 2022. However, the technician in Ms. *******’s area was no longer available, and we needed to locate a different provider to complete repairs, which caused a scheduling delay. As of August 4, 2022, Ms. ******* has been contacted regarding this matter and advised that she is scheduled to repairs completed on August 5, 2022. Once parts are installed, we will be able to determine if further action is required. Also, we confirmed Ms. ******* was offered and accepted a $100 Conn’s gift card for the inconvenience that she has experienced during this time.
  
  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: 08/08/2022

  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.  
  
  
  
  Contacts with Samsung started in April. I have attached proof. I have called Samsung before I contacted Conn's and was told that it would be fixed on their end. On the initial call, I was under the impression that customer service would schedule the technician. When I called back and found that that did not in fact happen, I set an appointment. I did have a service appointment on Friday, however, later that night my TV went off again. I called and set an appointment for August 8th. I received an email later that the date had been changed. I did not receive notification of this via a call or text asking if rescheduling would be okay. So far, I have missed several days of work due to sitting home waiting for a technician only to find out via a phone call (made by me to them) or an email after the appointment time that the appointment has been changed. As of now, I do not feel valued as a customer of Samsung or Conn's. Also, since it had to be mentioned that the item is "leased" I have attached a copy of the receipt stating that my merchandise was paid in full less than 6 days later. If needed, I can also provide phone records, voicemails, and other emails from Conn's about the problem that I am continually having not only with my TV but also with their communication, lack of customer service, and their unwillingness to rectify this situation. 

   

  
  

  Business Response

  Date: 08/15/2022

  We appreciate the opportunity to respond to Ms. *******'s additional comments. Since our previous response, we show the technician went out to install a new panel on 8/5/22. The technician reported that after installing the new panel, the television was tested and working in good order. However; Ms. ******* contacted us back later that same day stating that she was experiencing the same issue with the TV powering on and off. The technician ordered a new power board which was scheduled to be received on 8/7/22 and Ms. ******* was scheduled for installation on 8/8/22, but the part was not received as expected. Once the part arrived, Ms. ******* was scheduled for installation on 8/9/22. We show the technician installed the new power board to successfully complete the repairs. We have no further records showing that Ms. ******* has contacted us back regarding any additional issues she is expercinging since her television was repaired.
  
  We sincerely apologize for any inconvenience Ms. ******* experienced during this process.
  
  

  Customer Answer

  Date: 09/30/2022

  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 have since spoken with Samsung and they have told me to return the TV to the store for an exchange. Since I am allowed to trade it, I now have this question, when I exchange, do I have to get another Samsung? I would like to know by this afternoon as I plan on taking it back tomorrow morning.
  
  
  
  Regards,
  
  
  
  
  
   
  

  Business Response

  Date: 10/14/2022

  As of October 14, 2022, we have not received any documentation from Samsung that confirms an exchange request was submitted/approved. If an exchange has been approved by the manufacturer, we ask that Ms. ******* to allow time for the paperwork to be received. 

  Customer Answer

  Date: 11/04/2022

  [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:
  
  
  The business did not help me at all I was able to obtain a full refund through Samsung. 
  
  
  
  
  
   
  

• Initial Complaint

  Date:08/01/2022

  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.

  This is absolutely ridiculous. I changed my $2000 refrigerator delivery date from 07/30 to 07/29 - due to a funeral …. But Conn’s system didn’t recognize the change.
  So I changed the date to 07/31 - and I started getting messages to confirm the 07/30 ——-> under the wrong name!!!!

  Business Response

  Date: 08/02/2022

  Conn’s
  HomePlus (“Conn’s”) appreciates the opportunity to respond to Mr. ******** concerns.
  We have a more than 130-year history of quality customer service and
  satisfaction, and we would not want anything to impair that record. As a
  reminder, Mr. ****** may contact Conn’s regarding questions by calling our
  Customer Service Helpdesk at?1-877-358-1252 or online at
  www.conns.com.? 
  
  Mr. ****** stated in the complaint that: 
  He changed his delivery date due to an emergency but once changed, he started to receive delivery confirmations in a different name.
  
  Our investigation reveals that: 
  We confirmed Mr. ******** delivery date was changed for July 31st.  However, a separate invoice was created to install his waterline.  Although, Mr. ******** information was correct, the associate did not use the correct name. 
  
  
  Our records show on July 27,
  2022, Mr. ****** submitted an online order and purchased an LG French door
  refrigerator that came with a limited 1-year manufacturer’s warranty on invoice
  ********.  We show that Mr. ******
  elected to have his refrigerator delivered.
  
  We researched Mr. ******’s
  complaint and found that he was originally scheduled to receive delivery on
  July 30, 2022 but contacted us to request his delivery date be changed to July 29,
  2022, due to a family emergency. 
  However, July 29, 2022, was not available.  Our records show that we spoke with Mr.
  ****** again and he requested to have his delivery date changed to July 30,
  2022.  We confirmed the representative
  honored Mr. ******** request and changed the delivery date to July 31, 2022.
  
  After further review, we
  show there was a separate invoice 40443739 created on July 28, 2022, for a
  waterline connection needed to install Mr. ******** icemaker.  However, it was discovered the associate did
  not use the correct information.  We
  confirmed Mr. ******** refrigerator was successfully delivered and installed on
  July 31, 2022.
  
  Conn’s HomePlus values Mr. ******
  as our customer and appreciates him for bringing this matter to our attention.  We extend our sincerest apologies for the
  inconvenience that Mr. ****** has experienced. 
  
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

  Customer Answer

  Date: 02/20/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  I purchased a new gas dryer that was delivered and installed on 02/16/2024 (#********) - Saturday morning at 10am (02/17/2024) I called customer service to report smelling gas. The “work from home” customer service agent from Conn’s was absolutely clueless on how to resolve my issue! Now I have a gas dryer that is emitting gas and no guidance on how it will be rectified. Thus - a BBB claim has now been filed to hold Conn’s 100% liable until this is resolved - at the cost of an $800 new gas dryer and now my home.
  
  Desired Resolution:
  Contact by the business
  
  
  Regards,
  
  
  
  
  
   
  

  Business Response

  Date: 02/23/2024

  Thank you for the opportunity to respond to Mr. ******'s additional comments. Since our previous response, we confirmed Mr. ****** purchased a GE Gas range that was delivered on February 16, 2024. We show Mr. ****** contacted us the following day (February 17, 2024) to report he smelled gas and believes its coming from his new gas dryer. Mr. ****** was made aware that a ticket was created to have our delivery team return to check his appliance. He contacted us back later that day to report that he contacted the gas company who was able to come out same day and verified a leak. Our delivery team return on to Mr. ******'s home on February 18, 2024 and reported he stayed there 45 minutes testing the dryer and connections but did not locate any leaks or gas bubbles coming from the dryer or connections. 

  We have no further records showing that Mr. ****** contacted us to report any additional concerns since the delivery team reassessed his dryer. We apologize for any inconvenience Mr. ****** experienced during this process. 

  Customer Answer

  Date: 02/23/2024

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

• Initial Complaint

  Date:07/15/2022

  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 bought a Leather sectional in October or November and one of the section and some thread coming apart and I also noticed that where I sat in was caving in, so I called and told them and they came out and checked it and they changed out the one with the thread coming apart. The one that is caving in I have been dealing with this for 9 months, they keep sending out different people and trying to fix it and making it worst, they stuff extra cushion in the seat and it’s all lumpy and uncomfortable and now they are not coming until the end of this month, and they send one company to diagnose the problem, then send another to fix the problem and it has gotten worst. This has been very inconvenience, and they have been out here six times and I still have the problem and now the seat next to it is a recliner and it’s not working anymore, it very frustrating that you buy something and you can’t enjoy it because it’s damage material, and this has been going on for almost a year, and after the technician stuffed all that cushions in the seat the leather stated to crack.

  Business Response

  Date: 07/26/2022

  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:
  1. She contacted to report that one section of her furniture is caving in and has been dealing with this issue for nine months but we keep sending out different technicians who only make the issue worse;
  2. The technician stuffed extra cushions in the seat making it uncomfortable and now the leather is starting to crack; and
  3. She is requesting either to receive an exchange or a refund.
  
  Our investigation reveals that:
  1. Ms. ******* invoice only reflects the purchase of a Luxe Elite armless chair which was exchanged on 4/13/22. The remaining furniture pieces were purchased on a separate invoice and have been repaired per the terms of the warranty;
  2. Ms. ***** reported the cushions were uncomfortable on the same day the new seat cores were installed and was informed to allow time for adjustment. A new service claim was created to reassess the new cores installed and the armless recliner; and
  3. Ms. ******* furniture does not meet the qualifications for an exchange or refund at this time.
  
  
  Our records show on 10/26/21, Ms. ***** purchased a Luxe Elite armless chair on invoice ********, which comes with a 1-year limited manufacturer’s warranty. We show a separate invoice (********) purchased under Kenneth ***** was created the same day which included the Luxe Elite LAF power recliner, armless recliner, console, corner wedge, armless chair, RAF power chaise, and a 36-month FurnitureGard Plan on all pieces. We confirmed Mr. and Ms. ******* furniture pieces were all delivered and installed in good order on 10/29/21.
  
  We researched Ms. ******* complaint and found we have serviced Mr. and Mrs. ******* furniture on five separate occasions since the date of purchase:
  
  · 1/26/22- Call to report that the seams are separating on her armless chair purchased under invoice ******** and that the arm is sinking in on the RAF power chaise purchased under invoice ********. A service inspection was scheduled for 3/7/22. During the inspection, the technician found loose seams on the armless chair and was able to remove the loose threads but notated that the issue would likely occur again, therefore a new seat casing was ordered. The technician also reported that he was unable to find any issues with the RAF power chaise but found the seat core leaning on the LAF power recliner, therefore the service claim was closed for the RAF power chaise.
  · 3/22/22- A new service claim was opened to order the parts to repair the LAF power recliner. Once all parts were received, the technician returned on 4/11/22 to replace the seat casing on the armless chair and seat core on the LAF power recliner. The
  technician was able to install the new seat core on the LAF power recliner to complete the repairs. However; when attempting to replace the seat casing on the armless chair, the staples caused additional damage that was uneconomical to repair. Ms. ***** was contacted and notified that an even exchange was approved for her armless chair which was delivered in good order on 4/13/22.
  · 4/19/22- Called to report that when the previous technician was out, he failed to reconnect the power cord back on the LAF power recliner. The technician returned on 4/20/22 and replaced the cord that was sticking out of the chair.
  · 4/22/22- Called to report that the LAF power recliner has a gap between the frame and is leaning. A service inspection was scheduled for 5/20/22. During the inspection, the technician found the seat core leaning to the right, therefore; a new seat core was ordered. The technician returned to install the new seat core on 6/13/22. Ms. ***** contacted us back that same day stating that the seat core is overstuffed and was not happy with the repairs. Ms. ***** was made aware she must allow time for the new seat cores to adjust before we can send the technician back out to reassess.
  · 7/5/22- Called to report that the previous technician overstuffed the cushions on the LAF power recliner and now the seats are lumpy and cracking. She also reported that the power armless recliner is not working at all. Ms. ***** is currently scheduled to have a technician inspect both furniture pieces on 7/29/22.
  
  

  At this time, Mr. or Mrs. ******* furniture does not meet the qualification for an exchange or to receive a refund. Although comfort issues are not covered under warranty, we are sending a technician out to assess the issues reported for the power armless chair and reevaluate the new seat cushion installed on the LAF power recliner. Once the technician has assessed the furniture, we will be able to determine what further action may be required.

  
  Conn’s HomePlus values Ms. ***** as our customer and appreciates her for bringing this matter to our attention.
  
  
  
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

  Customer Answer

  Date: 08/01/2022

  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,
  
  
  
  
    We have had three different technicians out here regarding this problem, the tech that came out on July 29, said that the chair had a defect and yes it was over stuffed by the previous tech had over stuffed it and the leather is cracking, and the other one the recliner is not working after the previous technician did something to it.  The  button to recline the chair stop working after he left.  We have not had this sofa for a year, we have only had it for 9 months and all of these problems should not be happening.  I want a new sofa or my money back, because I believe it defective.  We bought this sofa for our forever sofa not to have to turn around and have to pay $5000, again for another sofa.
  

  Business Response

  Date: 08/15/2022

  We appreciate the opportunity to respond to Ms. ******* additional comments. Since our previous response, we show the technician inspected the LAF power recliner and armless sofa. During the inspection, the technician notated that LAF power recliner appeared to be overstuffed and removed some of the foam out the casing. The technician also notated that back frame is leaning and the power switch on on armless recliner is not working. We shows parts were ordered to repair the back from on the LAF recliner and a new switch was ordered for the armless recliner. We confirmed both parts were shipped directly to Ms. ******* residence on 8/10/22. We have scheduled a technician to return and installed the parts received. Once the technician has installed all parts, we will be able to determine what further action may be required.
  
  Again, at this time Mr. ******* furniture does not meet the qualification for an exchange however; we will continue with all covered repairs.
  
  

  Customer Answer

  Date: 08/23/2022

  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,
  
  
  
  
    The seat has not been repaired and no cushion was taken out and the seat is leaning to the left and we have had more than 5 technicians out here and every time they give a different reason for the chair being the way it is and the one before the last said the chair was Defective and he was going to tell the company and the one on 08/18/ said he was ordering the seat cover because they ordered the wrong part, how can you get this right when it is always a different tech come and saying some different every time, just replace the chair so you want here from me again and I want this done
  

  Business Response

  Date: 09/14/2022

  Since our previous response, we show the technician was scheduled to installed the parts on 9/9/22. However; the technician notated that the incorrect part was received. Due the part delay, we show Mr. ***** was contacted and made aware that his furniture has been approved for an exchange. Mr. ***** may visit his nearest Conn's to initiate his approved exchange. 

  Customer Answer

  Date: 11/22/2022

  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.]

   

  Yes they ( Conn’s) originally said that they would exchange the furniture for a new sofa, when I talked with the Warranty Department, I was told that they had the sofa in Florida and for me to go to the store and tell them to order the sofa from Florida and I did and the manager (Mr *******)said that he could order it from San ******* and I told him that was find, and he told me he would order it and let me know when it would be in, and let me know when they got it and then deliver it, but I never got a call, so I went back to the store and they manager was never there and, they said that they were hiding from me. And this is very unprofessional basically not trying to get the sofa.  I also bought a piece of furniture to go with the sectional to make it longer. If they are refunding this sofa I don’t need that piece of furniture.  I also need my money back, which the piece was $800 with taxes. No one ever told me or Mr. ***** about them not able to get that furniture and they didn’t tell us to go in and pick something out that added up to the $4000 plus to get something else.

  
  
  
  
  Regards,
  
  
  
  
  
   

  
  

  Business Response

  Date: 11/22/2022

  We confirmed Mr. ***** has been contacted and made aware that as a gesture of goodwill, we agreed to replace all six pieces of his furniture since the LAF recliner was no longer in stock. Our records show Mr. ***** has a credit of $4,349.99 to reselect any new furniture set. Mr. ***** has been made aware that we no longer have the original set he purchased and are unable to order the set as we will no longer carry this particular model going forward. 
  
  Although we are unable to honor Mrs. ******* request to receive a refund, Mr. ***** may visit his nearest Conn's to initiate his approved exchange and reselect any furniture items up to $4,349.99.

  Customer Answer

  Date: 11/28/2022

  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 wish that they Conn’s would payoff the item that my husband bought, a message chair.  Their is nothing else in the store that I want, I bought a leather sectional and there is no leather sectional in the store, si if they could do that I would appreciate it thank you.
  
  
  
  
  
  
  
  
   
  

  Business Response

  Date: 11/28/2022

  Although we are unable to honor Mrs. ******* request to receive a refund, Mr. ***** may visit his nearest Conn's to initiate his approved exchange and reselect any furniture items up to $4,349.99.

  Customer Answer

  Date: 11/30/2022

  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,
  
  When I went into your store and I picked out a leather sectional and that is what I bought, if I had wanted clothes material I would have brought that, but because I wanted leather, that’s what I got, now you are trying to make me buy something that i don’t want.  You don’t have leather, so I am making a suggestion, my husband has since went into your store and bought a leather message chair if he could payoff the chair and what’s leftover I would use to buy an oven and pay that out. But I am. It goi g to get something that I don’t and that a material sofa.  I am seeing that you don’t value me as a customer, because if you did you would not have sent 5 different people out here seven time to stuffed two cushions in the recliner and now the chair is lopsided and you cant set on it,  if you just had changed the recliner out in the beginning we would not be having this problem.  There is no the customer is right anymore. And I don’t feel like a valued customer.
  
  
  
   
  

  Business Response

  Date: 11/30/2022

  We are unable to honor Mrs. ******* request to receive a refund, Mr. ***** may visit his nearest Conn's to initiate his approved exchange and reselect any furniture items up to $4,349.99.