Business Profile

Major Appliance Dealers

Conn's Home Plus

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Complaints

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

Customer Complaints Summary

1,127 total complaints in the last 3 years.
244 complaints closed in the last 12 months.

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

Initial Complaint
Date:09/21/2024
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 made this purchase in middle of March 2024, A dining table set and a Sectional set, within month three the couch had a slit inside where we can sit without sinking in. The dining table had one wobbly chair (display chair) added to the set. I have ever since been attempting to reach Conns as I pay for the additional insurance I was notified that the furniture is under warranty. Since June I have been trying to submit a request for repair and I get sent in circles with I cant help you in this department heres this number heres this other number. Everyone tells me the same. At this point I am withholding payment in hopes to get attention and sent to the right people. I will pay as soon as Im provided the help for the damaged furniture I have had for less than 6 months. I either need to be rescinded from the contract if no repairs will be made and my money returned or a solution to the repairs. The last straw was me calling corporate being placed on hold and hung up on again. Once again I just need help with the claim or please let me out of my contract I will seek legal advice if necessary.
Business Response
Date: 09/27/2024
Conns HomePlus (Conns) appreciates the opportunity to respond to Ms. ****** concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. ***** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??

Ms. ***** stated in the complaint:
1. She purchased a dining set and sectional with a warranty and has been trying to contact us for service since June, but she has not been able to get assistance; and
2. She is requesting repairs

Our investigation reveals that:
1. Conns had announced it was going out of business and we are not offering service repairs. However, service requests have been reestablished on all merchandise covered under an extended warranty plan; and
2. Ms. ***** may file a claim by contacting the **************************** directly at ************ or **********************

We investigated Ms. ****** complaint and discovered that on March 7, 2024, she purchased the Malibu livingroom furniture and Bristol counter-height dining room set, all with a 36-month FurnitureGard Plan. Ms. ****** merchandise was delivered in good order on March 9, 2024.
After further review, we show that Ms. ***** reached out to us on August 19, 2024, for service on her sofa and dining set. At that time, we had announced we were going out of business and was not offering service repairs. Although Conns cannot provide service as our ************ has closed, customers who purchased the FurnitureGard extended warranty plan can request service by contacting the **************************** at ************ or filing a claim online at **********************. We confirmed Ms. ***** has a FunritureGard plan on her merchandise until March 2027 if service is needed.

Conns values Ms. ***** as a customer, and we appreciate her for bringing her concerns to our attention.

Sincerely,

Customer Relations
*********************************************
Initial Complaint
Date:09/18/2024
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.
On September 13, 2024 I order item **** B02255C ******* Chest, the item was delivered on September 16, 2024 upon further checks it was noted that the incorrect item was delivered by the company to my home. The **** B961NNC. I immediately contacted the company speaking with their customer service Team on several occasion they indicated that the all sales are final. Given that the incorrect item was delivered that is not applicable. Several contact with customer service and there is still no resolution. The item received was the ******* ****** Chest, which is different from the Acacia finish for the product ordered. I need the original item ordered
Business Response
Date: 09/20/2024
Conns HomePlus (Conns) appreciates the opportunity to respond to Ms. ****** concerns. We have a history of over 130 years of quality customer service and satisfaction,and we would not want anything to impair that record. As a reminder, Ms. ***** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??

Ms. ***** stated in the complaint:
On September 13, 2024, she purchased a ******* chest and received delivery on September 16, 2024. However, the chest received was the incorrect model and color. Therefore, she contacted us to report the issue. However, no resolution has been provided; and
She is requesting an exchange.

Our investigation reveals that:
On September 16, 2024, Ms. ***** received her chest. However, it was discovered that the model she received was incorrect and the wrong color. An incident ticket was created to review and obtain the correct model; and
It has been verified that the desired ******* chest model B02255C is no longer available. As a result, to rectify Ms. ****** concerns, an in-store credit for the cost of the unit, $238.80, has been issued.
According to our records, on September 13, 2024, Ms. ***** placed an online order and purchased an Avalon furniture ******* chest model B02255C with delivery on invoice ********. We confirmed that Ms. ***** elected to have her chest delivered.
We investigated Ms.****** concerns and found on the day of her delivery on September 16, 2024, it was discovered that the chest she received was the incorrect model and color.Due to this error, an in-store credit for the cost of the unit, $238.80, has been issued. Ms. ***** may visit her nearest Conns HomePlus to reselect.
Conn values Ms. ***** as a customer and appreciates her bringing her concerns to our attention. We apologize to Ms. ***** for any inconvenience that she has experienced during this time.
Sincerely,
Customer Relations
*********************************************
Customer Answer
Date: 09/23/2024
[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:09/16/2024
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 tried calling to speak with a supervisor regarding a service request that was placed last month. The 1st ***** wouldnt listen and I called back and spoke with ****(******) and she refused to let me speak with a supervisor. I need know why I have a large balance when the item I brought was only $999
Business Response
Date: 09/20/2024
Conns HomePlus (Conns) appreciates the opportunity to respond to Ms. ******* concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. ****** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??

Ms. ****** stated in the complaint:
1. She has contacted us for service and requested service. However, she has not been able to get assistance;
2. Her balance exceeds what she anticipated; and
3. She is requesting a billing adjustment.

Our investigation reveals that:
1. Before receiving Ms. ******* complaint, we could not locate where she had attempted to contact us to report any issue she has experienced with her Apollo sleeper sofa;
2. On September 16th, Ms. ****** contacted us to inquire about the balance on her account. She was informed that due to a late fee being applied to her account, her cash option was voided, and interest was added to her account, as outlined in the terms and conditions of her signed contract and cash option addendum page; and
3. We cannot honor Ms. ******* request and authorize a billing adjustment. Since we are going out of business, we no longer conduct inspections or repairs on items that are not covered by a Furnituregard Plan. Any repairs needed for non-covered items would be the responsibility of the consumer. Additionally, Ms. ******* cash option has been voided due to a late fee being assessed to her account, and interest has now been applied to her account as a result.
Our records show that Ms. ****** purchased a Corinthian Apollo sleeper with a limited 1-year manufacturers warranty on October 25, 2023. The sleeper sofa was confirmed to have been delivered to Ms. ****** on October 27, 2023.
We have investigated Ms. ******* concerns, and we were unable to locate any record of her contacting us regarding an issue with her Apollo sleeper. Unfortunately, we are closing down due to unforeseen circumstances and will no longer be able to perform inspections or repairs for furniture items that are not covered by a Furnituregard Plan. Any repairs required for items not covered by the plan will be the responsibility of the consumer.
Regarding Ms. ******* concerns regarding her account, we show that she contacted us on September 16, 2024, to inquire about her account balance. She indicated that the balance appeared to be higher than expected for the items she had purchased. During the conversation, Ms. ****** was informed that a late fee had been applied to her account on September 4, 2024, due to her August monthly payment not being received on time. Therefore, her cash option was voided, and interest was added to her account in accordance with the terms and conditions outlined in her signed contract and cash option addendum page.
At this time, we cannot honor Ms. ******* request to authorize a billing adjustment. We have included all supporting documentation in our response.
Conns values Ms. ****** as a customer, and we appreciate her for bringing her concerns to our attention.
Sincerely,
Customer Relations
*********************************************
Initial Complaint
Date:09/16/2024
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.
On 5/2/2024 I purchased a leather reclining sofa and love seat and also purchased warranty insurance about 2 months after I purchased the sofa the stitching is coming loose Ive call the insurance company and they said it needs to be repaired by the manufacturer then the manufacturer says the insurance company needs to fix it so nobody is repairing my sofa I spent a total of ******* and after finance charges it will be ******* I have tried everything to get it repaired I only had it 2 months when I started calling the manufacturer of sofa and love seat is ****** I have begged and begged to just repair it they transferred my to 3 different places and it seems nobody would help me please,please help me
Business Response
Date: 09/20/2024
Conns HomePlus (Conns) appreciates the opportunity to respond to Ms. ******* concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. ****** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??

Ms. ****** stated in the complaint:
1. She has contacted us several times for service on her recliner and reclining sofa. However, she has not been able to get assistance; and
2. She is requesting to have her furniture repaired.

Our investigation reveals that:
1. On August 9, 2024, Ms. ****** contacted us and requested service on her sofa. Ms. ****** was informed that we were working to reestablish service to inspect and service her sofa; and
2. We are prepared to service Ms. ******** ****** reclining sofa as part of the 36-month ************* Plan.

According to our records, on May 2, 2024, Ms. ****** purchased a Man *** ******* ****** reclining loveseat and reclining sofa, both with a 36-month ************* Plan on invoice ********. We confirmed that Ms. ******* furniture was delivered on May 7, 2024.
We investigated Ms. ******* concerns and discovered that she had reached out to us for service on her sofa. During that time, ************* services were halted but have since resumed.

For customers that have purchased the ************* Plan; Service Options are available.

Here are the ways you can contact the ************* Service Center to reopen your claim:

Call Conns ************ at ************ and press option 3
Call the ************* Service Center directly at ************ Go to **********************

Sincerely,
Customer Relations
*********************************************
Customer Answer
Date: 10/04/2024
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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Business Response
Date: 10/04/2024
We sorry to see that Ms. ****** is not completely satisfied. Service has been reestablished on items that include an extended warranty. If Ms. ****** needs service, she may contact the **************************** directly at ************ or go to ***********************.

Customer Answer
Date: 10/05/2024
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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Still not willing to repair sofa.keeps putting the responsibility on manufacturers and manufacturers puts blame on Conns all I know is I purchased an extended warranty and nobody wants to keep up their end of the deal I have mine I keep paying and my sofa is not fixed yet
Thank You,
**** ******

Business Response
Date: 10/07/2024
We do not have access to the **************************** inspection information. Ms. ****** will need to reach out to the **************************** directly for questions regarding what is covered or excluded from repairs based on their findings.
Customer Answer
Date: 10/08/2024
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.

[Provide details of why you are not satisfied with this resolution.]
I purchased the extended warranty so if something happens to my furniture I could get it fixed Furniture Guard says it is a manufacturer defect the manufacturer says it on Conns regardless of that the Manufacturer will not do anything so I have an extended warranty so I should be able to get it fixed I will send my phone records to show how many times I have called(not just one phone call has been made regardless of what is being said) I want my furniture fixed and Ive paid for the warranty so I should be able to get that done!!
Regards,
**** ******

Business Response
Date: 10/08/2024
We do not have access to the **************************** inspection information. Ms. ****** will need to reach out to the **************************** directly for questions regarding what is covered or excluded from repairs based on their findings
Customer Answer
Date: 10/21/2024
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.

[Provide details of why you are not satisfied with this resolution.]
I understand that Conns cant see what going on at FurunitureGard but I purchased everything at Conns I also understand that the sales associate was PUFFING but at this point I cant get FurnitureGard or the manufacturer to do anything so now Im looking at the place I purchased the furniture at to actually stand behind what they sell

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

Business Response
Date: 10/22/2024
Ms. ****** will need to reach out to the **************************** directly for questions regarding what is covered or excluded from repairs based on their findings.
Initial Complaint
Date:09/13/2024
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 contacted Conns to cancel part of my order on 9-8-2024. It was for a chest of drawers and a matching nightstand. I received the nightstand, but they told me that I had to pickup the chest of drawers from a warehouse in ******, ** nearly two hours away. After trying to verify that the item was actually ready to be picked up prior to driving all the way there, I wasnt able to get anyone to answer my calls at the warehouse. I finally called back to the online sales center and requested the order to be cancelled and a refund issued for the chest of drawers. I was told that the order was cancelled and they were issuing me a refund in the amount of $384.30. After not receiving any refund, I called to check on the status on 9-13-2024 and I was told that I picked up the order, which is an outright lie. After trying to get the issue resolved, they just continuously transfer me around without helping whatsoever. I am furious.
Business Response
Date: 09/27/2024
Conns HomePlus (Conns) appreciates the opportunity to respond to Mr. ******** concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mr. ******* may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??

Mr. ******* stated in the complaint:
1. He requested to have the chest removed from his invoice and was told that it would be taken off and a refund would be issued. However, he was later informed that the unit seemed to have been picked up, and we were unable to authorize a refund; and
2. He is requesting a refund.

Our investigation reveals that:
1. Mr. ******* requested the cancellation of the ******* 5-drawer chest from his invoice. He was informed that the request would be processed. However, it was later found that the pickup had been completed in error, which led to a delay in the refund being submitted; and
2. Due to a system error, Mr. ********* refund is pending.
According to our records, on August 2, 2024, Mr. ******* placed an online order and purchased an August ***** ******* nightstand and a ******* 5-drawer chest on invoice ********. It was confirmed that Mr. ******* elected to have his nightstand delivered and pick up the chest from his local Conns HomePlus.
We investigated Mr. ******** concerns and found that he received delivery on his nightstand on August 14, 2024, in good condition. However, he contacted us and requested that the chest be canceled from his invoice. Mr. ******* was informed that the request would be submitted. Upon the cancellation of the chest, it was discovered that the pickup had been completed in error. The error caused the cancellation delay, and the refund request is pending. Once we have corrected the invoice, we will contact Mr. ******* directly to refund back to his original payment method. We sincerely apologize for any inconvenience Mr. ******* has experienced due to the delay.
Conns values Mr. ******* as our customer and appreciates him for bringing his concerns to our attention.
Sincerely,
Customer Relations
*********************************************
Initial Complaint
Date:09/12/2024
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 ordered a refrigerator from Conns and upon delivery I saw a dent in the stainless steal and reported it to the employees that delivered it. It was agreed upon that I would be given a credit of $450. However, Conn's prolonged paying this out and has sense filed bankruptcy and states that they are unable to provide me with the credit and/or refund.
Business Response
Date: 09/22/2024
Conns HomePlus (Conns) appreciates the opportunity to respond to Ms. *********** concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. ********** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??

Ms. ********** stated in the complaint:
1. The refrigerator she purchased was delivered damaged. She was informed that she would receive a $450 credit. However, she has yet to receive her credit/refund; and
2. She is requesting a refund.
Our investigation reveals that:
1. During Ms. *********** delivery, her refrigerator was delivered damaged (dented). As a result, Ms. ********** was offered and accepted a damage concession to keep the refrigerator as-is; and
2. Ms. *********** refund is pending as we await the bankruptcy courts response on how to proceed.
According to our records, on June 16, 2024, Ms. ********** purchased a ******* French-door refrigerator with a limited 1-year manufacturers warranty on invoice ********. We confirmed that Ms. ********** elected to have her refrigerator delivered.
We investigated Ms. *********** concerns and found on the day of her delivery on June 17, 2024, her refrigerator was received dented. Ms. ********** was offered and accepted a damage concession of $450. We verified that the refund request was submitted and is pending.

Conns values Ms. ********** as our customer and appreciates her for bringing her concerns to our attention.
Sincerely,
Customer Relations
*********************************************
Initial Complaint
Date:09/12/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have had multiple problems with this transaction. The newest problem with this transaction is the fact that i'm being *************** charges on something that I am not supposed to be per the contract.I have twelve months to pay it off. My account needs to be adjusted to reflect an accurate balance with no finance charges for twelve months per the agreement. If this is not done I will be seeking legal counsel.
Business Response
Date: 09/22/2024
Conns HomePlus (Conns) appreciates the opportunity to respond to Mr. **** concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mr. *** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??

Mr. *** stated in the complaint:
1. He is being billed for a finance charge and his balance is not accurate; and
2. He is requesting a billing adjustment.
Our investigation reveals that:
1. Mr. *** signed all necessary documentation at the point of sale, which verifies that he read and agreed to all terms. This included his account having a ******** deferred-interest financing promotion (cash option), valid through July 27, 2025. Additionally, he was aware that he had a finance charge of $526.97, which is the dollar amount the credit would cost him; and
2. We are unable to honor Mr. **** request to authorize a billing adjustment. Mr. **** account balance is accurate. His current account payoff is $849.61.
According to our records, on June 17, 2024, Mr. *** purchased a Holland House dresser, chest, and nightstand, all with a limited 1-year manufacturers warranty on invoice ********. It was verified that Mr. *** signed a 36-month Retail Installment Contract, agreeing to pay the minimum monthly payment of $50.14, due on the 17th every month.
Mr. **** account included ******************************* deferred-interest financing promotion (cash-option) as described on the Cash Option Addendum Page of her signed documents (attached with this response). Under the terms of the cash option, the account will not accrue any finance charges if all scheduled monthly payments are paid within ten (10) days of the due date and the unpaid cash-option price is paid within ten (10) days of the expiration date of July 27, 2025 (i.e., final expire date of August 6, 2025). If the minimum monthly payment is not paid within ten (10) days of each due date and the total cash-option price is not paid within ten (10) days of the expiration date, the cash-option will be voided, and the original terms and conditions found in the Retail Installment Agreement will replace the cash-option addendum. If the cash option is voided, all payments made prior to default will be applied to the contract to pay finance charges and other amounts in accordance with the terms of the Retail Installment Agreement.
We investigated Mr. **** concerns and verified that his account balance is accurate, and his current payoff is $849.61. At this time, we cannot honor Mr. *** s request to a billing adjustment. We have included all supporting documentation in our response.
Conns values Mr. *** as our customer and appreciates him for bringing his concerns to our attention.
Sincerely,
Customer Relations
*********************************************
Initial Complaint
Date:09/11/2024
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.
On July 4, 2024 I purchased a fridge, a microwave, and a dishwasher. The items were delivered a week later. Upon delivery the team realized the fridge had a few dents in the side. They notified us and then called their manager, *****. ***** offered us a discount 25% then 30%. We told him we would prefer to get a fridge that wasn't damaged. He said okay. We asked if we could keep the fridge until they came to deliver a new one since we have 3 small kids. And could not go another week without a fridge. He said okay and the delivery would be about next Wednesday, July 17. We said okay. We went on vacation, but made sure someone would be here to receive the fridge. When we returned no one had come and the fridge was inoperable. We called ******* and they sent a repair person. The repair left us a receipt informing us that our fridge was defective and probably came from the warehouse like this. We again called Conns because not only do we still not have fridge, but we also were left with the wrong microwave, color and model. When we also informed them of this they said my bad it was in the wrong box and the one we purchased was out of stock. We decided to settle with just getting the discount from Conns because we could not get in contact with the warehouse. We tried to call the store and they told us the warehouse shouldn't have left the damaged fridge, but they did. Every time we call they give us the run around and say only the warehouse can give you the discount and they aren't answering us either. We did already consult with an attorney, but we just want the situation to be rectified. A lawsuit means prolonging something that has already gone on way too long. We have the receipts, the diagnosis from *******, the emails, and the contractual agreement where Conns agreed to a 30 day return policy. When we just tried to return the items within the time frame they told us due to them going out of business they were unable to uphold their side of the contract.
Business Response
Date: 09/20/2024
Conns HomePlus (Conns) appreciates the opportunity to respond to Ms. ******* concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. ****** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??

Ms. ****** stated in the complaint:
1. She purchased several appliances, and during delivery, it was found that her refrigerator was damaged. She was offered a discount to keep the unit but has not received any credit. Additionally, it was found that the microwave received was the incorrect model;
2. She contacted ******* because her refrigerator was not working properly and was informed that the unit was defective. Therefore, she tried to return the refrigerator but was told that the return could not be accepted; and
3. She is requesting a billing adjustment.

Our investigation reveals that:
1. During Ms. ******* delivery, it was discovered that her refrigerator was damaged. She was offered and accepted a concession for the damaged unit. Additionally, it was found that Ms. ****** received the incorrect model and color of the microwave. As a result, an incident ticket was created to review and obtain the correct model;
2. Prior to receiving Ms. ******* complaint, we could not find any record of her contacting us to report a service issue with her refrigerator, as there are no service calls on file. Furthermore, the unit must be in good working condition to qualify for a return or exchange within the 30-day time frame. Ms. ****** has indicated that the unit was not functioning, which does not meet the qualifications for a return. Additionally, due to unforeseen circumstances, we are closing all locations and will not be accepting any returns; and
3. We are unable to honor Ms. ******* request to reinstate her cash option. Ms. ****** had additional items associated with her account and failed to make timely payments. Therefore, two late fees have been assessed to her account, and in accordance with her signed contract and cash option addendum page, interest was added to her account. However, it was confirmed that on September 19th, a concession of $570.47 was processed for the damage sustained to her refrigerator. Also, it was discovered that the desired microwave is no longer available. As a result, an in-store credit for the cost of the unit, $269.18, will be issued.
According to our records, on July 4, 2024, Ms. ****** purchased a ******* French-door refrigerator with a 24-month ************** Agreement, a ******* OTR microwave with a 24-month ************** Agreement, and a ******* Bespoke smart dishwasher with a 24-month ************** Agreement, on invoice ********. We confirmed that Ms. ******* appliances were delivered on July 10, 2024.
We investigated Ms. ******* concerns and found that her refrigerator was damaged (dented) during her delivery. Ms. ****** was offered and accepted a concession to keep the unit as-is. It was also found that the microwave she received was the incorrect model and color. Due to this finding, an incident ticket was created for review and to obtain the correct model. Unfortunately, there was an error processing the concession and this caused a delay with the credit being applied to Ms. ******* account.
Since receiving Ms. ******* complaint, it was confirmed that the concession offered was successfully processed, and a credit of $570.47 is pending to her account. We ask that she allow time for the credit to post, which may take up to 5-10 business days. It was also verified that the correct microwave model is no longer available. To rectify this matter, we have agreed to issue an in-store credit for the cost of the microwave for Ms. ****** to reselect. Ms. ****** may visit her local Conns store to reselect.
At this time, we cannot honor Ms. ******* request to authorize a billing adjustment. Despite the delay in providing the correct model microwave and initiating the concession, Ms. ****** still had an obligation to make her monthly payments. However, she failed to make her payment on time, which resulted in two late fees being assessed to her account. In accordance with her signed contract and cash option addendum page, her cash option was voided, and interest was added to her account.
Conn values Ms. ****** as a customer and appreciates her bringing her concerns to our attention.
Sincerely,
Customer Relations
*********************************************
Customer Answer
Date: 09/30/2024
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 have called the billing and customer service, both departments see no credit pending on my account. In fact they say the only thing they can see is something in review from August. If the issue was notified to the company in July, it's now October to return $570, for a mistake I didn't make. I should not be responsible for it. I am again on the phone with customer service trying to get this resolved. It is deplorable to hold a customer to an agreement when a company probably worth millions of dollars is unable to uphold their end. Providing someone a product that is different from the product we agreed upon, then telling me I have to pay for it isn't okay. Me agreeing to keep it, but asking for a discount is more than fair.

[no credit applied. Late fees assessed. Interest added.]

Regards,

Business Response
Date: 10/04/2024
We apologize for the delay with the pending credit. As of October 4, 2024, the credit of $570.47 has been applied to Ms. ******** account. Please allow ******** for the credit to reflect towards the balance.
Initial Complaint
Date:09/10/2024
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.
Back in April I bought a dining room table and chairs and a complete bedroom set costing me over ***** on two tickets,but the reason for my complaint is about the bed in the bedroom set,I purchased a adjustable bed with a frame and head board,but the headboard and frame would not fit so the delivery put the frame unassembled under the bed and took the headboard back and told me they were sending me a refund of 834 and some cents,but I never received it and I have made weekly calls to no avail, they said they mailed me a check over 3 months ago but I never received it and I have told them that every time I called.I even e-mailed the CEO ****** ****** at his two e-mail addresses with no response,I am disabled and had to retire so I am on a fixed income and cannot afford to lose this money,if they dont send me my money I believe it is fraud and theft so could you please help me recover this money?Thanks sincerely,****** ***** Phone # *****************
Business Response
Date: 09/22/2024
Conns HomePlus (Conns) appreciates the opportunity to respond to Mr. ****** concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mr. ***** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at *******************************??

Mr. ***** stated in the complaint:
1. On July 1, 2024, he made a mistake and paid the payoff amount on his account. He contacted us and requested a refund. Despite being told that the refund would be processed, he still has not yet received his refund; and
2. He is requesting a refund.
Our investigation reveals that:
1. On May 5, 2024, we delivered Mr. ****** Rhapsody bedroom set and adjustable base. However, we found that the headboard was damaged, so we took it back to the warehouse. On May 12, 2024, we tried to deliver a new headboard to Mr. ****** but he refused it and asked for a full return of all items. We explained our return and exchange policy to Mr. ***** and informed him that we could take back the headboard, but as the previous furniture pieces were accepted, we could not process a return for them. It was confirmed that the Rhapsody headboard had been removed from his invoice. Furthermore, we verified that the refund request had been confirmed and initiated; and
2. Mr. ****** refund is pending as we await the bankruptcy courts response on how to proceed.
According to our records, on April 27, 2024, Mr. ***** purchased an ******************************** Rhapsody bedroom set and a ************** Clarity II queen adjustable base on invoice ********* It was confirmed that Mr. ***** elected to have his items delivered.
We investigated Mr. ****** concerns and determined that on May 5, 2024, all items from his delivery were received in good condition except for the Rhapsody headboard, which was found to be damaged. Mr. ***** refused the damaged headboard and scheduled a new delivery to receive a replacement. On May 12, 2024, the delivery team attempted to deliver the new headboard, but Mr. ***** refused to accept it and requested to return all items. Since the other furniture pieces had been accepted previously, Mr. ***** was reminded of Conns Return & Exchange Policy and informed that we could not authorize a return for the accepted items, but we could take back the headboard. The Rhapsody headboard was returned, and its cost of $824.94 was later refunded to Mr. ****** We verified that the refund request was submitted and is pending.
Due to Conns filing bankruptcy, we were unable to process the refund.
For additional information about the cases, please visit ************************************************* The Company has also established an Information Line at Toll-Free *************** and for local callers, please use *************** Parties may also email ************************************* for more information.
Conns values Mr. ***** as our customer and appreciates him for bringing his concerns to our attention.
Sincerely,
Customer Relations
*********************************************
Customer Answer
Date: 09/25/2024
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.

[Provide details of why you are not satisfied with this resolution.]
I never wanted to return my bedroom set, and never stated that to anyone.The delivery people that set up my bedroom set said that the frame for my adjustable bed would not fit so they took the frame pieces and put them under my adjustable bed instead of taking it with them when they took my headboard and as today it still sits under my bed,but I was willing to keep that since the morons at conns do not except that they dont know how to treat their customers that is why they filed bankruptcy,but I bought this in good faith and it was never on an account,I paid cash for all of it and they took my head board so if they are not going to send my money back to me even though this happened way before bankruptcy than they need to deliver me that headboard back to me.
p.s if they do not send me my money back on the headboard or return it to me than I will call the attorney general and get them for fraud and theft,I am sick and tired of getting the run around by this company!
Regards,
****** *****

Business Response
Date: 09/26/2024
We appreciate the opportunity to respond to Mr. ******* additional comments. Unfortunately, due to Conns going out of business and filing bankruptcy, we are unable to process refunds at this time. The Chapter ********************************** place during the court proceedings. Additionally, we do not have the headboard available to complete delivery as inventory is being liquidated.

For additional information about the cases please visit ************************************************. The Company has also established an Information Line at Toll-Free **************, and for local callers, please use **************. Parties may also email ************************************* for more information.
Initial Complaint
Date:09/09/2024
Type:Sales and Advertising 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 went to Conn’s Home Plus store going out of business sale and purchased a sectional sofa for $2,033.70 because I was told we could not apply for store credit. She asked if I wanted to do $150 plus for shipping, because she told me they didn’t have any in stock and had to order it but it would come to the store. The delivery price is expensive for our area. It is usually $50. I said no because I was told it would still come to this store. She said it would arrive by Wednesday. I got a text the same day Asking me to set up pickup in Birmingham and I knew I wouldn’t be able to do that because of the distance and me getting off work at 4pm and later. That’s a 2.5 hour drive. I called and asked about why I wasn’t told that and she stated that text gets sent to everyone and to disregard it. The item would still come to this store. On Friday I had not received confirmation that it had arrived. I went to the store 9/7/2024 to check to make sure that the item was there and was told after checking and her and the other salesman talking that I would have to take the floor display, that is all they have because all of their trucks were stopped Wednesday and they would not receive anymore merchandise. I asked her if I would get something off the floor display, since I was promised new, and she said no. I took a picture of the floor model and it has feet covers missing and I’m not sure what else because it’s not new and I have nothing to compare it to. This was an ALL SALES FINAL on my receipt and also states expected delivery date 9/3/2024. This is my first time that I bought furniture and nothing went as I was told. I am so disappointed. I told her okay for the floor model and she said I would have to pick it up in 3 days. I have to get something for my money, but even out of business sales should be bound to contract. This verbal and receipt was breached totally. Nothing that I was told was done. I’m glad I didn’t pay for shipping because that would have been a loss too.
Business Response
Date: 09/22/2024
Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to Ms. ******s concerns. We have a history of over 130 years 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:
1. She purchased a sectional and was asked if she wanted the furniture delivered, but she declined. She was advised that her items would become available that following Wednesday. However, she was later advised that we were unable to have the sectional pieces sent to the store and was offered the floor model; and
2. She is requesting a billing adjustment.
Our investigation reveals that:
1. During Ms. ******s purchase, she chose the Sorrento Elite sectional and was asked if she wanted to have the furniture delivered. She declined, as she did not wish to pay the delivery fee. Ms. ***** was informed that her furniture would be available by a certain date. However, we were unable to complete the transfer. As a result, Ms. ***** was offered and accepted the floor model. Unfortunately, during the pickup, she noticed there was an issue with one of the pieces and requested compensation. Ms. ***** was advised that we could not provide additional compensation; and
2. We cannot honor Ms. ******s request to authorize a billing adjustment. The furniture purchased by Ms. ***** was part of a liquidation sale due to our going out of business, and as a result, the merchandise was heavily discounted. Therefore, we are unable to offer any additional credit.
According to our records, on September 2, 2024, Ms. ***** purchased a Corinthian Sorrento Elite sectional as part of our liquidation sale. Her sectional consisted of five pieces and all items received a price reduction. This led to Ms. Hardy's purchase total, before the applicable sales tax, being reduced from $3249.99 to $1852.54. We confirmed that Ms. ***** chose to have her furniture picked up from her local Conn’s store instead of paying the $149.99 delivery fee. Our standard delivery fee for furniture is $199.99, but we reduced the fee during her purchase by $50. This information can be found on our website at Conn's Delivery, Shipping & Pickup (conns.com).
We investigated Ms. ******s concerns and found that the items were being shipped from the warehouse to her local Conn’s for pickup. Unfortunately, due to unforeseen circumstances, we could not have the merchandise transferred. As a result, Ms. ***** was offered and accepted the floor model Sorrento sectional. However, when she retrieved her items, she noticed an issue with the foot of one of the sectional pieces and requested compensation. At that time, Ms. ***** was informed that the prices had been reduced due to the liquidation, and we could not authorize additional compensation.
We cannot honor Ms. ******s request to authorize a billing adjustment.
Conn’s values Ms. ***** as our customer and appreciates her for bringing her concerns to our attention.
Sincerely,
Customer Relations
Conn’s HomePlus

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