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

  6888 Gulf Fwy Houston, TX 77087-2556

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  Conn's Home Plus

  20051 Katy Fwy Katy, TX 77450-2238

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  Conn's Home Plus

  1420 N Loop 336 W Conroe, TX 77304-3504

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  Conn's Home Plus

  8201 S Gessner Rd Houston, TX 77036-7450

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:09/08/2024

  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 purchased the one couch from Conns in 2023. The couch my son received wasn't the one I actually wanted but son signed for it because he had no furniture. I made monthly payments of *****. I lost my job due to medical issues months after getting furniture. I reached out countless of times to Conns to get pay off amount while I could pay off. Run around of course, so I continued to pay what I could monthly. It became hard in January of 2024. I reached out run around again weeks later they tackled on interest of balance giving it wasn't paid off within 12 months. Had they responded to my countless messages I would have had it paid off. They are crooks, I've been fighting this for months. The furniture broke with 1 month maybe 2 of buying. It wasn't new according to my son due to stain on the couch. I've paid over if not 900 for the couch that was only 699 I think. Conns want me to pay additional 800 for the furniture. I'm currently fighting for disability and they don't care. They admitted to see me reaching out prior to Feb 2024 ( this is when interest got added) they say it's system generated unfortunately can't back date it. This isn't fair. I've paid through July 2024. I can't no longer afford to pay anymore. I've reached out to then. They are so crooked. Please help me . What they did is not right. They admitted to see my messages but unwilling to remove interest fees. As I looked before interest added the balance was around 300 but currently they asking for almost 900. I have paid in 900. They basically charging me 1800 for a couch that was 699 I think or maybe 799. One couch that's thrown away months ago. They should be shut down completely. This is pathetic. Look at their reviews for yourself.

  Business Response

  Date: 09/13/2024

  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 couch in 2023, but her son was the one who received and signed for it. However, it was the incorrect item, was not new, and broke within a few of being received;
  2. She reached out countless times to get the payoff amount but was given the runaround. We admitted to seeing her reaching out before February 2024 (when interest got added), but have tacked on and are unwilling to remove interest fees;
  3. She is requesting a billing adjustment.
  
  Our investigation reveals that:
  1. Ms. **** purchased a sofa that was delivered in new and good condition in February 2023. She called 16 days after the delivery to return the item and was informed of the no-return or exchange policy. We have no service calls on file;
  2. Ms. **** last reached out on February 21, 2024 (after the *** expired for a payoff). Before that, she requested a payoff in September 2023 and was given the amount and a copy of her Cash Option Promotion (***) terms. We sent her reminders of the *** balance and expiration date before the terms ended. However, she did not fulfill the *** balance, causing interest to accrue on her account;
  3. We are unable to honor Ms. ***** request for a billing adjustment.
  
  
  Our records show that on February 4, 2023, Ms. **** purchased a ****** sofa that came with a 1-year limited manufacturers warranty and delivery. Ms. **** signed a 34-month Promissory Agreement with payments of $50.55 due on the 6th of each month. Ms. ***** account qualified for a 12-month ***, which states that the balance of $1,147.10 must be paid by February 6, 2024. We show Ms. ***** sofa was delivered on February 5, 2023, and signed, acknowledging the item was inspected and received in good condition.
  
  We have reviewed Ms. ***** complaint and found that her last phone request for a payoff amount was received on September 8, 2023. At that time, Ms. **** was informed that her payoff balance was $843.80, which had to be paid in full by February 16, 2024, to avoid interest. We also emailed Ms. **** a copy of her contract and *** addendum page for her records that same day. Before Ms. ***** cash option was voided, we show that reminders regarding the *** balance and expiration date were sent to her on December 16, 2023, January 5, 2024, and January 16, 2024. The *** balance was not fulfilled by February 16, 2024, causing interest to accrue on her account from the beginning of the loan as listed under the terms. Ms. **** began receiving automated payment reminders again on February 18, 2024. She replied back to the automated system on February 21, 2024, requesting a balanced review and payoff amount. However, the automated reply system is an unmonitored account, and the request was not completed.
  
  After further review, we show that Ms. **** contacted us again on March 19, 2024, regarding her account and was made aware that her *** had expired and could not be reinstated. Although we are unable to honor Ms. ***** request for a billing adjustment, we show she was contacted and offered to settle her account for $671.69, but she declined this option. Ms. **** has been informed that we cannot reinstate the *** terms, but the settlement offer is valid until September 30, 2024.
  

  Conns values Ms. **** as our customer and appreciates her for bringing her concerns to our attention.
  
  Sincerely,
  

  Customer Relations
  *********************************************

  Customer Answer

  Date: 09/17/2024

  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.  
  
  [They giving false information. The dates listed for Dec, twice in Jan .. I reached out to them...run around, excuses saying they couldn't transfer me...they never reminded me nothing but monthly payment due. Look at the dates why would they send the *** like that. I'm glad they finally admitted to those dates. I reached out to them. They only acknowledge Sept 2023, one in Jan. *** would I be tackled on interest if I reached out. I was waiting for higher up. One manger admitted to see me reaching out. They put in to reserve but got denied. They Emailed that in March of 2024. These ppl are crooks. Look at reviews. How can I still owe over 800. If they said balance in September 2023 was 800 too. I didn't miss any payments until recently. After I fuss they decided to lower to 600 something gave me 3 months. If not deal off. Again I should not be owing this much. They are lying. The furniture definitely was damaged I called local store immediately was directed to call center they took message and then I got notified once furniture is left there is no return or anything. The couch was tossed. When he would sit the middle would cave in. It was used and wrapped in plastic. My son was only 18. At that time I was in the hospital so I didn't get to see it. They knew that ...conn's I let it be known. I am sorry but the couch was 799 plus 199 delivery fee. I am asking for fairness. I'm glad to see the dates above, those were from me reaching out not them sending me nothing. .]
  
  Regards,
  
  
   
  

  Business Response

  Date: 09/17/2024

  We appreciate the opportunity to respond to Ms. ****** additional concerns. We reviewed Ms. ****** call history but did not find that she contacted us regarding her payment before the *** expired. She was sent *** reminders on three separate occasions before the expiration date. Although the *** date listed on the contract shows February 6, 2024, we allow a 10-day ***** period before a late fee and interest is applied on the account. Ms. **** did not reach out until February 21, 2024, by replying to an automated message, seeking assistance. However, the *** had already expired. Ms. **** failed to pay the full balance of the *** before the expiration date resulting in interest being added. She has been informed that we are unable to reinstate the ***. She has been offered to settle her account for $671.69, which is valid until September 30, 2024.

  Customer Answer

  Date: 09/23/2024

  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.  
  
     [ It appears the left hand doesn't know what the right is doing. These people aren't speaking the truth at all. The previous manager from back in spring time attempted to back date given they saw that I reached out. They Emailed me the results of denial. In the previous correspondence they mentioned the 16th, now they are saying the 6th. This company has history of getting over on ***. I was in the hospital when I ordered for my son. My son sent images , I called them was told once the delivery drivers pulls off can't return although I paid ****** for delivery. ****** learned for sure. The couch got tossed out didn't last 90 days. They sell used products. Please look at the reviews . They aren't being fair. How is it that they claim i owed 800 back I Sept of 2023, and still owe such this year. They are rude. They aren't trying to listen to me. These ppl are crooks and they wonder why they have horrible reviews . I'm asking for fairness.  I let it be known back last year that I'm unemployed.  I'm fighting for disability.  They don't care. I did what I could through July of 2024. They set ppl up for failure.  They know that I reached out. I reject what they are saying. I don't want to keep going back and forth. If I need to take them to court I will. I've reached out to legal aid and they gave me advice on what to do. I think I'm getting to that point. But they don't treat customers fair. They send out used furniture but claim to be new. I'm not alone.  Look at the company reviews please.]

  
  ****** Bell 
  
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 09/23/2024

  As stated, we are unable to reinstate the **** She has been offered to settle her account for $671.69, which is valid until September 30, 2024.

  Customer Answer

  Date: 09/26/2024

  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.  
  
  [Please know that I wasn't treated fairly.  Know that yall are crooks.  I know what I did. Just take me to court because as yall already know since last year I am unemployed.  Medical reasons.  I paid up through July 2024, while fighting for fairness.  Guess take me to court.  I have proof on my phone records I've called.  One manager saw it. Why would they request it to be reversed.  They got denied. They apologize to me. Saying system generates... I cant give anymore.  I have nothing to give. *** paid you over 800 i think dollars already. If need be ill go to corporate office in *****]
  
  Regards,
  
  
   
  

  Business Response

  Date: 09/27/2024

  As previously stated, we are unable to reinstate the **** She has been offered to settle her account for $671.69, which is valid until September 30, 2024.

  Customer Answer

  Date: 10/01/2024

  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.  
  
  [They are being unfair, and they know it, im guessing take me to court at this point. I have exhausted myself with this. They cant tell the truth for nothing. I will contact free legal aid as well. These peopl are crooks. I will not continue to be bullied by this company. They aren't helpful and i have proof of the furniture being used. My son has the images. I will justhave togo to court because this is crazy. Ive called in countless times prior to Feb. They didn'tsend me anything. I wouldlike to see where did they send such information...because they aren't being truthful]
  
  Regards,
  
  
   
  

  Business Response

  Date: 10/02/2024

  Ms. **** may provide us with any supporting documents to further review her claim. 

• Initial Complaint

  Date:09/08/2024

  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 bought furniture from Conns in November and since then the frame of my couch has broken in 3 separate areas. I am a family of 3, myself and 2 adult children of mine. The furniture is very under utilized as we are hardly home and have yet to entertain any company in our new home. When the furniture was delivered the couch appearance was different from the other pieces in the set and over time it settled in the middle and begin to sag and when I contacted Conns they had me contact the manufacturer and when they came out to look at the couch they took the fabric off the bottom of the couch and did not replace it and said someone would contact me which never happened. I called and emailed for approx 2 weeks and finally received an email stating they were not going to repair the couch and I needed to contact Conns. When i contacted Conns they stat they are going out of business and are not handling any repairs. So I have a couch that is less then a year old with a broken frame. I would have never purchased a couch that was this unreliable at this cost.

  Business Response

  Date: 09/09/2024

  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 furniture in November, and when the item was delivered, she noticed the couch was different from the other pieces;
  2. She contacted us for service but was referred to the manufacturer, who came out and took the fabric off the bottom of the couch but did not replace it. She is now being told they will not repair it, and Conns will not fix it due to going out of business; and
  3. She is requesting that the item be repaired or that a billing adjustment or refund be received.
  
  
  Our investigation reveals that:
  1. Ms. **** furniture was received on December 1, 2023, with no issues being reported;
  2. Ms. *** contacted us for service on her furniture on August 25, 2024. She was informed that Conns is going out of business and no longer offers repair services on merchandise that does not have an extended warranty; and
  3. We cannot honor Ms. **** request for repair, a refund, or a billing adjustment. 
  
  
  Our records show that on November 8, 2023, Ms. *** purchased the ****** Livingroom furniture that consists of four pieces (sofa, loveseat, ottoman, and chair), and a 70 ********* with a 1-year limited manufacturers warranty. Ms. **** items were delivered and signed, acknowledging that all items had been inspected and received in good condition on December 1, 2023.
  
  We researched Ms. **** complaint and found that she contacted us via chat on August 25, 2024, for service on her sofa. Ms. *** was informed that Conns is no longer servicing furniture for merchandise that does not include the FurnitureGard plan. We show Ms. *** contacted us back on September 3, 2024, stating that the manufacturer had gone out, but they declined to repair the sofa and informed her to reach out to Conns. Ms. *** was educated that we are not covering repair needs for merchandise that are only covered under the manufacturers warranty due to Conn's going out of business.
  
  We cannot honor Ms. **** request to repair, credit, or refund her account. We apologize for any inconvenience Ms. *** has experienced at this time.
  

   

  Conns values Ms. *** as our customer and appreciates her for bringing her concerns to our attention.

   

  Sincerely,

  Customer Relations

  *********************************************

  Customer Answer

  Date: 09/11/2024

  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 would like to quote your website as well as what was told to me while purchasing this furniture from this company: I was told by your sales person that "if for ANY reason you are not satisfied with your purchase you may cancel your loan and have the furniture returned back to the store".  Also per your website: Cancellation: You have the right to cancel at any time by contacting Conns at a retail store or by writing to Conns at ***************************************** or by email as provided at Conns at ******************************. If You cancel Your Agreement within 30 days of receipt of Your Agreement, You can return to the Retailer for a full refund. If You cancel after 30 days of receipt of Your Agreement, please contact the Administrator. You will receive a pro-rata refund based on the time expired less a $25 cancellation fee, or 10% of the purchase price (whichever is less), less the cost of claims paid. We may not cancel this Agreement except for fraud or material misrepresentation by You in obtaining this Agreement or in presenting a claim for Product replacement, or non-payment by You; or if required to do so by a regulatory authority. Notice of such cancellation will be in writing and given at least 30 days prior to cancellation. If We cancel, the return premium is based upon 100% of the unearned pro-rata premium.  I have followed the instructions and gave my written statemnet to do so, to the email address provided, and the only response I received was the same "As you may have heard we are going out of business" and in conclusion will not be honoring what was stated to me or written and expressed to me prior to purchasing this merchandise.   I paid for what I believed to be "quality " furniture, but that is not the case if the couch is already less than a year old and the frame is breaking in several areas.  There are several false statements in the contract for my loan with this company, including my payment date which changed, my date the cash option expires as well as the cancelation of the loan, now that this companybis going out of business, with that being said if you all will not hold up your policies that were in place when i signed this loan then I will have to assume the entire loan is no longer valid on both parties end.  I have attempted to comply with what was expressed to me and this company does not seem willing to do the same.  I will give you the opportunity to retrieve the property from me within a reasonable timeframe 30 days, and if this is not done then I will assume the property forfeited over to me.  
  [Provide details of why you are not satisfied with this resolution.]

   
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 09/13/2024

  We appreciate the opportunity to respond to Ms. ***** additional concerns. We respectfully deny that Ms. *** was informed she can cancel her loan and have the furniture returned back to the store if she was not satisfied with her purchase. Conn's has always advertised and maintained a No Return or Exchange policy on all furniture. 
  
  In regards to the "cancellation" information Ms. *** is quoting from our website, that information is regarding the warranty cancellation, which she did not purchase, and does not pertain to her contract agreement.   
  
  Ms. *** also mentioned that there are several false statements in the contract for her loan such as, her payment date being changed, the date the cash option expires, as well as the cancellation of the loan. Ms. ***** signed contract has not been altered at any point from the date of purchase. We do show she elected to cancel the insurance, and received full credit to her account which reduce her monthly payments. All information is valid and remains in affective as per the terms. We have included a copy of Ms. ***** contract agreement for her records.
  
  We are unable honor Ms. *** request to retrieve her merchandise as we have a no return or exchange policy on all furniture. Ms. *** only has a manufacturer's warranty, and does not have an extended warranty to explore service needs. Conn's is no longer offering services on merchandise that does not include a FurnitureGard Plan. 
  
  

  Customer Answer

  Date: 09/26/2024

  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.  
  This company has frauded me as well as 100s if not 1000s of consumers and that is probably the main reason for its currently bankruptcy status.  ************ 100% did not practice good business practices while in operation and unfortunately for me I did not do my do diligence prior to my purchase, which I will forever regret, however, I have uploaded my 3 documents that were sent to me after begging your company for over 2 months to supply to me because they were NEVER supplied at the store,upon delivery nor upon my initial request.   These documents will show, my original payment date I was lead to believe i was agreeing to, of the 8th of each month, it will show my financed amount change from document to document, it will show the wrong calculated tax amount for one of the misc documents because NONE of them have my original signature on any of them, and it will show my sales persons name, incorrectly on all documents other then 1 and the incorrect signature of the sales person as well.
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   
  

  Business Response

  Date: 09/26/2024

  As previously mentioned, Ms. ***** signed contract has not been altered at any point from the date of purchase. She elected to cancel the insurance, and received full credit to her account which reduce her monthly payments. All information is valid and remains in affective as per the terms. 

  Customer Answer

  Date: 10/01/2024

  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 will be moving forward with the arbitration process from here forward.
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   
  

• Initial Complaint

  Date:09/07/2024

  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 9/3/24, my wife went to ***************** going out of business sale at their warehouse in ***********. My wife bought a stove and microwave for $1106.33. She was told they were in stock at their warehouse and could deliver on Monday 4/9/24. They advised her to call for a delivery time. When she called on Saturday 4/7/24 for a delivery time, she was told they didnt have any in stock in their warehouse or at any store. After voicing her displeasure she advised the agent on the phone just to refund the money. The agent told her they arent taking returns. My wife advised the agent that we never had the product to return and we just want the many back that we paid for something we didnt receive. My wife talked to a supervisor and manager who told her the same thing, we are out of luck and not getting our money back. This is nothing short of grand larceny.

  Customer Answer

  Date: 09/13/2024

  Better Business Bureau:
  
  This letter is to inform you that Conn's Home Plus has carried out to my satisfaction the resolution it proposed for my complaint, filed on 9/7/2024 and assigned ID ********.
  
  Regards,
  
  

• Initial Complaint

  Date:09/07/2024

  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.

  August ******* my husband and I purchased a washer/dryer from H313938***13135393735H in ***********. Store #*** with the pedalstools brand new. The mgr. Informed us that our merchandise would be delivered to us that upcoming Saturday. Well Saturday came and no delivery. I tried calling the store,and no one picked up. I drove out to the store to talk face to face with the mgr. She informed me that she had been trying to get a hold of the Warehouse to see why our washer/dryer havent been delivered. No answer,so she email the ware house and cc all her bosses in the email. So Monday Sept 1st came around I went back to the store, because I had called the store and no one answered.I talked to the store manager once again she havent heard anything, and couldnt give me any more information as to why We havent received,or heard from the store or warehouse. Today is Saturday Sept. 7th The store in ***********. Says close on the website. I have the store managers cellphone number shes not answering nor texting me back. Its been over a week. I have call their customer service number numerous times. Ive put in at least 5 different claim forms with them and nothing. Theyre giving people the runaround, Ive paid over ******** for washer/dryer that I havent received. I feel like they have taken my money and have no plans on giving it back. Im highly disappointed and frustrated at this point.

  Business Response

  Date: 09/18/2024

  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 expected to receive the merchandise she purchased, but after several calls, her items have yet to be delivered, and she is only receiving the runaround; and
  2. She is requesting a refund.
  Our investigation reveals that:
  1. On August 31st, Ms. **** contacted us to inquire about the status of her delivery date. Unfortunately, it was discovered that Ms. ***** invoice was completed in error. This error was corrected on September 12th, and Ms. ***** delivery date was rescheduled for the next available date of September 20th; and
  2. We cannot honor Ms. ***** request to authorize a refund. We show that Ms. **** is currently scheduled to receive delivery on September 20th.
  

  According to our records, on August 25, 2024, Ms. **** purchased an ** high-efficiency front-load washer and front-load electric dryer, both with a limited 1-year manufacturers warranty on invoice ********. We confirmed that Ms. **** chose to have her appliances delivered.
  

  We investigated Ms. ***** concerns and found that she contacted us on August 31, 2024, to inquire about her pending delivery. Ms. **** was informed that she should expect to receive a notification regarding her delivery and timeframe between 8 PM and 9 PM. On September 3, 2024, and September 4, 2024, Ms. **** contacted us and indicated that her appliances had not been received and requested additional details. Based on Ms. ***** concerns, an incident ticket was created to review further. Upon our investigation, it was discovered that her invoice had been completed in error. Our records show that this error was corrected on September 12, 2024, and Ms. ***** delivery was rescheduled for the next delivery date of September 20, 2024.
  

  Conns values Ms. **** as our customer and appreciates him for bringing his concerns to our attention. We apologize to Ms. **** for the inconvenience she has experienced during this time.
  

  Sincerely,
  

  Customer Relations
  *********************************************

• Initial Complaint

  Date:09/06/2024

  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 had made a purchase,ultimately for one loveseat and one recliner, equaling to a total of $1947 with *****. I was told with my contract at the time of purchase that I had from 12/23 to 12/24 0% interest fee free. I have never been given the correct amount since last November(date of purchase) Its noted all the issues and rewrites of my contract because of this companies inability to process the correct information,fairly. I have been asking over and over for email confirmation of my ledger as this company will not allow me to verify my past payment history. I have not been given my contract, I was given the incorrect ledger back on 4/4/2024 at 4:11pm. I went through a divorce and was a couple days late in July and have made every payment on time with paying extra ontop each time. Now, they take away my interest free promotion and No one from this company can or will provide me my contract. It is STILL being withheld since January 2024. This company had added on $5k with to my credit,which I had to fight to get them to correct their mistake! My account shows ******* have made atleast $600 total payments towards my account and I still owe $1607?? Absolutely not. I want my promotion reinstated, along with my CORRECT loan ledger,contract, and all payments made since your company will not allow me to view online. This is all I have received from this company!

  Business Response

  Date: 09/13/2024

  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. At the time of purchase, she was told she had 12 months of no interest, but she was never given the correct amount since the date of purchase
  2. She has made several requests for her ledger to review her payment history but was provided incorrect information;
  3. She has made every payment on time, paying extra each time, but now her interest-free promotion has been taken away, and no one can or will provide her with the contract; and
  4. She requested the promotional offer be reinstated, along with her correct loan ledger, contract, and all payments made.
  
  Our investigation reveals that:
  1. Ms. ******* account qualified for a 12-month Cash Option Promotion which was processed. Ms. ****** has been provided with her correct balance on numerous occasions.
  2. We have provided Ms. ****** with a copy of the payment history each time she has requested. However, she continued to dispute the balance, which has been verified accurately
  3. Ms. ******* cash option promotion was voided due to late payment. Per the terms of the promotional offer, interest will be added to the beginning of the loan if payments are not received timely; and
  4. We agreed to reinstate the cash option promotion as a one-time courtesy. Ms. ****** has been informed that a new contract will not be provided. We have attached a copy of her loan ledger for her records.
  
  
  Our records show that on November 24, 2023, Ms. ****** purchased the Riverdale Reclining Livingroom furniture, which consists of three pieces (sofa, loveseat, and recliner), a rug, a 3-piece set, and a candle holder on invoice ********. We show that the candle holder and 3-piece set were taken from the store that same day, and the remaining items were scheduled for delivery on December 14, 2023. The loveseat and recliner were received in good order during delivery, but the rug was not received, and the sofa was damaged and returned.
  
  After further review, we show Ms. ****** returned to her local Conns the following day (December 15, 2023) and decided to purchase a different sofa. Her original invoice, ********, was canceled in full, and a new invoice, ********, was created. This invoice reflected the candle holder, 3-piece set, and Riverdale loveseat and recliner that was previously received in addition to the Riverdale P2 sofa. However, before the new sofa was delivered, Ms. ****** requested to cancel the item. We show the Riverdale P2 sofa and delivery fee were canceled from her invoice, and a credit of $1,352.10 was applied to her account. Once the credits were applied, Ms. ******* payment of $156.37 was reduced to $92.29.
  
  Further review shows that Ms. ****** contacted us in January 2024, requesting a copy of her contract. Once received, she requested to dispute the contract balance mentioning that the **** was returned and she should not been charged. Ms. ****** was informed that the contract would not be written to reflect the changes made to the invoice, but rather, the credit for the returned item was applied to her account, reducing her overall balance. However, Ms. ****** contacted us numerous times to request a new contract that did not include the ****, which could not be provided. We have discussed Ms. ******* account balance with her in detail on several occasions and provided all requested documents.
  
  Although we are unable to rewrite Ms. ******* contract, she has received credit toward her account balance for the returned sofa and delivery fee. We recently spoke with Ms. ****** and agreed to reinstate her cash option promotion (as a one-time courtesy. Ms. ****** knows that as of September 12, 2025, her cash option promotion balance is $1,208.64 and expires on December 25, 2025. We have included an updated copy of her loan ledger for her records.
  
  Conns values Ms. ****** as our customer and appreciates her for bringing her concerns to our attention.
  
  Sincerely,
  
  Customer Relations
  *********************************************

• Initial Complaint

  Date:09/06/2024

  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.

  Yes this goes back till 2021 i purchased furniture and the employee was put 12 months same as cash ,I had a card sent it mail .Thats why dealt with the store .But when i asked review contract she said emailed too me .Well i didnt think nothing about it till .I could never pull it up and called customer service gave me run around .But by time finally got the contract it was too late.Get get contract right or else return furniture .Well they brought furniture and couple days later the rocker recliner broke and than the 2 recliner on the couch quit working .I tried so many times get service out .But they said i have too wait till someone in my area and i was still under warranty .Well finally my warranty expired no service showed up .And the price asking now for this furniture outrageous and i was paying on account and got behind .And they put last payment may and i paid in july ******* and i want Conns homeplus honor my warranty get furniture fixed but thats impossible .i decide quit paying and see if i can get any help .With this whole matter .contract and warranty .But furniture has just fell apart and amount saying im owing .not even right .Now turn me over too collection late payment showing on credit report and they the one in default cause never made efforts send service person fix furniture .Im so tired of paying this high amount .When contract was never received or it been cancel .But you cant work with these ppl without getting toss around .I want a resolution too this matter .Their in default but they can take this furniture .Amount i never agreed on .The employee fraud me concerning the amount for furniture .It been paid for what the cost should of been .Conns Homeplus worse company buy furniture from they dont honor a warranty or try work with you .This furniture i really cant tell you what the cost was and paid on a while and never amount comes down .They just like hurting your credit .Which i think very wrong when they are the one in default .

  Business Response

  Date: 09/13/2024

  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 made a purchase back in 2021 and was put on a 12-month same-as-cash plan. She was not able to view the contract that was emailed to her, and when she called us, she was given the runaround;
  2. Two days after receiving her furniture, the rocker recliner broke, and the two recliners on the couch quit working. She tried to call multiple times for service but was told to wait until someone was available in her area. Now, she no longer has coverage;
  3. Her account has been turned over to collection, and late payments on her credit report; and
  4. She requests a billing adjustment, store credit, and an explanation of the charges.
  
  Our investigation reveals that:
  1. Ms. ****** purchase from September 2021 did not meet the qualification for a cash option promotion (12-month same-as-cash). All documents were emailed to her at the address she provided: ************************* Additionally, we have no records of Ms. ***** contacting us to receive another copy of her papers;
  2. Ms. ****** furniture came with a 1-year limited manufacturers warranty that ended in September 2022. During her warranty period, there are no records showing she contacted us for service;
  3. Ms. ****** account is currently in a past-due status, in which collection efforts are in place to keep the account current. We report factual account status to the credit bureau; and
  4. We are unable to issue a billing adjustment or store credit. We have included Ms. ****** payment record.
  
  
  Our records show that on September 21, 2021, Ms. ***** purchased the Titian Chocolate Reclining Livingroom furniture comprising three pieces (sofa, loveseat, and recliner). Ms. ****** furniture was delivered and signed, acknowledging that all items had been inspected and received in good condition on September 30, 2021.
  
  We have reviewed Ms. ****** complaint but could not find where she contacted us regarding any issues she experienced with her furniture while under the manufacturers warranty. Ms. ***** does not have coverage on her furniture to explore service options.
  
  Regarding Ms. ****** account, we have confirmed that her balance is accurate and is being reported factually to all major credit bureaus. In reviewing the payment history, we see that Ms. ***** has had several late payments and extension offers throughout her loan. We have included a copy of Ms. ****** loan ledger, which details her payment history for her records.

  
  Conns values Ms. ***** as our customer and appreciates her for bringing her concerns to our attention.
  

  Sincerely,
  Customer Relations
  *********************************************

• Initial Complaint

  Date:09/05/2024

  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 bought a sectional and rug from this company March 12, 2024. Decided to move the sectional and saw that there is grease on my rug and hardwood floors from the sectional. When I called customer service they informed me theres nothing they can do about the damage done to my rug and floors. I cant get the grease off my rug or floor so I have to call someone to come and attempt to fix the damage. This is completely unacceptable that Im stuck with paying for new furniture I had to remove out of my house and a rug thats ruined.

  Business Response

  Date: 09/10/2024

  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 bought a sectional and rug on March 12, 2024. When she moved the sectional, she saw that there was grease on the rug and hardwood floors from the sectional. She called but was told there was nothing we could do; and
  2. She is requesting a billing adjust
  
  Our investigation reveals that:
  1. Ms. ******* furniture and rug were delivered in March. She contacted us in September to report grease stains being found and has been educated that this is not considered a defect that would have been covered; and
  2. We are unable to honor Ms. ******* request for a billing adjustment.
  
  
  We reviewed Ms. ******* complaint and found that on March 9, 2024, she purchased the Bristol Livingroom furniture and ****** ***** rug with a 1-year limited manufacturers warranty. Ms. ******* items were delivered and received in good condition on March 12, 2024.
  
  After investigating Ms. ******* concerns, we found that she contacted us on September 5, 2024, stating that grease from the sofa stained her rug and hardwood floor. Ms. ****** was informed that the reported issue is not a defect that would qualify for repair under the terms of her manufacturers warranty. She was also informed that since Conn's is going out of business, service is no longer being offered on furniture that does not include the FurnitureGard Plan and she did not purchase extended coverage to explore further options. Therefore, we are unable to honor Ms. ******* request for a billing adjustment.
  
  Conns values Ms. ****** as our customer and appreciates her for bringing her concerns to our attention.
  

  Sincerely,
  Customer Relations
  *********************************************

• Initial Complaint

  Date:09/04/2024

  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.

  My account number is ********* with **********************. The prices have been increased and added under false pretense. I have been with conns since March 2024 and I had been trying to get in touch with them they have been giving me a run around since then. I had paid $1362.52 since then. I never purchased any insurances or warranty which they added under my contract.

  Business Response

  Date: 09/09/2024

  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 an account, and the price has increased and added under false pretense;
  2. She has been trying to get in touch with us but has been giving me a run around; and
  3. She never purchased any insurance or warranty, which were added under her contract.
  
  Our investigation reveals that:
  1. We respectfully deny that pricing was added under false pretenses. Ms. ***** account initially qualified for a 12-month cash option, but the cash option has been voided due to late payment(s);
  2. We have remained in contact with Ms. **** and have spoken to her on numerous occasions regarding her account; and
  3. Although Conns Insurance is optional, property insurance coverage is required on all financed merchandise. Ms. **** did not provide proof of coverage at the time of purchase and was aware that coverage was added but could be removed. She also agreed to the warranty on all items. She later elected to cancel all the warranties and insurance coverage and received a pro-rated refund to her account.
  

  According to our records, on March 1, 2024, Ms. **** purchased the ******* Reclining living room sectional with a 36-month FurnitureGard Plna, a floor model ************** set with a 36-month FurnitureGard Plan, and a 75 ***** with a 48-month ************** Agreement Plan on invoice ********. Ms. **** signed a 34-month Promissory Note and Security Agreement, agreeing to pay the minimum monthly payment of $429.25, due on the 15th of every month. Ms. ****** account included a ******************************* deferred-interest financing promotion (cash-option) as described on the Cash Option Addendum Page of her signed documents (attached with this response). Ms. **** elected to take the ************** from the local Conns that same day, and the remaining items were scheduled for delivery on March 3, 2024. We see two pieces of the ******* furniture were refused during the delivery. Therefore, both items were returned, and a credit of $1082.48 was applied to Ms. ***** account.

  
  We reviewed Ms. ***** complaint and found that her cash option promotion was voided due to late payments on the account. As listed under the terms of the contract, 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 promissory note and security 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 Promissory Note and Security Agreement.

  
  In regards to the warranty and insurance coverages, our records show that Ms. **** elected to cancel the warranty on the ******* living furniture and received a pro-rated refund of $791.06 to her account. She provided us with proof of insurance to remove Conns Insurance and received a pro-rated refund of $598.63 to her account. In addition, the Credit Life and ******************** were canceled, and a pro-rated refund of ($305.26 and $80.82) was credited to her account. We have included a copy of Ms. ***** loan ledger for her records.
  
  Conns values Ms. **** as our customer and appreciates her for bringing her concerns to our attention.

  
  Sincerely,
  Customer Relations
  *********************************************

• Initial Complaint

  Date:09/02/2024

  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.

  On July 22, 2024 I went into Conn's on Veterans in ********. I purchased a refrigerator through Conn's financing I had to put down $400 which I did with my debit card. The remainder was supposed to be financed. The refrigerator was supposed to be delivered on August 3. On August 1 someone from conn's called to verify the order and said the delivery team would call me with the time for the 3rd. No one called so I called them and was told my order was cancelled to contact the store. I did and when I asked about my refund on that Friday August 2, I was told by ******* that he did not know how I was going to get my money. I went back the next day August 3rd and spoke to ********. She told me that a refund had been issued to my debit card on August 2. I waited about a week and no money was refunded to my account. I am still waiting and no money. ******** has told me she contacted corporate and the ******************* but to this day I still have not received my $400!!!

  Business Response

  Date: 09/03/2024

  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. On July 22, 2024, she purchased a refrigerator from us and was scheduled to receive delivery on August 3, 2024. However, her order was canceled and she was informed that a refund would be issued, but no refund has been received; and
  2. She is requesting a refund.
  
  Our investigation reveals that:
  1. Ms. ******** order was automatically canceled because we had not received all signed documents for the installment agreement.
  2. Due to Conns filing for bankruptcy, Ms. ******** refund has not been issued.
  

  According to our records, on July 20, 2024, Ms. ******* purchased an ** top-mount refrigerator along with a 24-month ************** Agreement. Ms. ******* paid a down payment of $400 with her Mastercard and financed the remaining $975.79 through Conns credit (YesMoney).

  Ms. ********* was informed that her order had been canceled on August 1, 2024, and Conns credit account was not set-up. Unfortunately, Conns is going out of business, have filed for bankruptcy Chapter 11.
  

  For additional information about the cases and Ms. ******** remaining refund, 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.
  

  Sincerely,
  

  Customer Relations
  *********************************************

• Initial Complaint

  Date:08/30/2024

  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.

  Conns Accidentally, I paid an installment twice but Conns has never refunded me the surplus. On June, I tried to make a payment online, however, one digit of my card was wrong so the payment wasnt processed. In order to avoid further problems, on the following day I went personally to the store and paid off my debit. However, on the following day, Conns debited the same amount from my banking accounting that had been registered earlier on another occasion. They said they would refund me the surplus in up to 4 weeks, its been 10 weeks and I havent seen this money back yet.

  Business Response

  Date: 09/03/2024

  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:
  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
  He is requesting a refund.
  Our investigation reveals that:
  On July 1, 2024, Mr. ********** arranged and authorized two payments of $448.81 each. However, he contacted us to report that one of the payments was made in error and requested a refund. The refund request was confirmed and initiated; and
  Mr. *********** refund is pending as we await the bankruptcy courts response on how to proceed.
  

  According to our records, on June 21, 2023, Mr. ********** purchased a ****************************************** Tempur Adapt medium king mattress with a 36-month Furnituregard Plan on invoice ********. We confirmed that Mr. *********** mattress was delivered on June 23, 2023.
  

  We investigated Mr. ************ concerns and confirmed that he approved two payments of $448.81 each to be processed on July 1, 2024. However, after the payments were made, Mr. ********** reached out,stating that one of the payments was a mistake and requested a refund. 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: 09/04/2024

  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.  
  
  Since Conns filled bankruptcy and it seems theres no deadline to pay my refund, I would like to propose Conns to pay me in products. I may go to a store and buy a product by the value of the debit. 
  Regards,
  
  
   
  

  Business Response

  Date: 09/11/2024

  Unfortunately, we are unable to reverse the refund request that was previously processed and cannot approve the use of a store credit.

  Due to Conns filing bankruptcy and going out of business, we are unable to process refunds at this time. The Chapter ********************************** place during the court proceedings. There is no one to escalate this to who can make a different decision, as we are under the rule of the judge presiding over the case. 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.
  

  
  

  Customer Answer

  Date: 09/20/2024

  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.  
  
  Whats the forecast for paying? Cons can not retain my money. Its like its stealing me. What if I had left any balance without payment? I request interest over this refund.
  
  Regards,
  
  
   
  

  Business Response

  Date: 09/23/2024

  Unfortunately, we are unable to reverse the refund request that was previously processed and cannot approve the use of a store credit.
  

  Due to Conns filing bankruptcy and going out of business, we are unable to process refunds at this time. The Chapter ********************************** place during the court proceedings. There is no one to escalate this to who can make a different decision, as we are under the rule of the judge presiding over the case. 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.