ComplaintsforConn's Home Plus

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Me and my wife went to store and purchased a bunk bed on May 27, 2024. The very next day I returned to store for a refund and canceled the order because I found a better deal elsewhere. I paid with cash $500 and put $266 on my debit card. I was refunded the $266 but was told they were unable to refund the $500 in cash because their policy states they can not pay customers out of the register. I was told I would receive a check in the mail in 7-10 business days for the remaining $500. It is now June 18, 2024 and I have not received a refund. I have called the store manager several times and I am being told they are contacting the treasury department, but the treasury department wont respond to the store manager's request. The store manager have informed me several times that he will call me back once the treasury dept. contact him, but I never receive a call back. I requested an email to the treasury dept and to the HR Dept so I myself can try to contact them, but the emails returned unable to be sent. I have spoken to the customer service several times and the representative states they cant do anything on their end and it doesn't show in their system an estimated time I will be refunded. No one is trying to assist me with a refund. Honestly I feel like Conns have robbed me. I dont believe the store manager have contacted anyone on my behalf. There was no exchange of money for goods. They only have my money.

  Customer response

  06/24/2024

  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 6/18/2024 and assigned ID ********. I received a check for the owed amount on June 21, 2024 per UPS. 
  
  Regards, Bianco ******
  

• Initial Complaint

  06/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had an order place with Conns on June 09th 2024. Delivery date was set for Monday June 10th 2024. Come Monday the new the delivery date is Wednesday June 12th 2024. Conns didn’t notify me of any change in delivery date. I called customer service who says they have no idea what I’m talking about regarding said delivery date. I rescheduled my delivery to Thursday June 13th as I was unavailable to accept the delivery on June 12th. On Thursday June 13th 2024 I received a call from the delivery team asking if I was home. I said no and that an adult was available to accept the delivery( I stay in an apartment complex my front desk lady was aware of the delivery and prepared to sign and provide identification for the delivery) the driver proceeded to tell me that she didn’t live in my apartment with me so she couldn’t accept the order. When did this become a policy? Policy online states someone over 18 has to be there. I was then FORCED to reschedule my delivery to Sunday June 16th. Upon calling because I had not received any confirmation of delivery. I was told the order got rescheduled to June 19th OR the 22nd she wasn’t sure. Then she tells me that the loveseat from the order isn’t in stock. How was it not in stock when it was on truck for delivery and I’ve never received anything saying it was not into stock? Conn’s has not attempted to rectify the issue what so ever. They had a Father’s Day gathering scheduled at my place on Sunday! Now I have to cancel the entire party because guest will have no where to sit! All the money I spent on food and decor is just wasted. The customer service at Conn’s has be deplorable to say the very least.

  Business response

  06/25/2024

  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. **** has stated in the complaint:
  
  She made an online purchase on June 9, 2024, with a scheduled delivery date of June 10, 2024. However, the delivery date was changed without notifying her;
  On June 13, 2024, she received a call from the delivery team, informing her that they were on their way and asking if she was home to receive the delivery. She told them that she was not at home but could arrange for someone from her office to accept the delivery on her behalf. The delivery team asked whether the designated person lived at the address, to which she answered no. The delivery team informed her that they could not leave the delivery with the specified person and would need to reschedule it; and
  She is requesting that her merchandise be delivered or that she receive a refund.
  
  Our investigation reveals that:
  
  On June 9, 2024, Ms. **** placed an online order. Initially, she was scheduled to receive her delivery on June 10, 2024. We later found out that the loveseat she ordered was not available. To ensure she received the desired model, we arranged for a transfer. We tried to call Ms. ****, but the call was sent to voicemail. Therefore, we sent her a text and email to let her know that her delivery date had been rescheduled to June 12, 2024. However, she returned our call and informed us that she would not be available and requested to have her delivery rescheduled to June 13, 2024;
  On June 13, 2024, the delivery team contacted Ms. **** to inform her that they were on their way and to confirm if she was at home. Ms. **** responded that she was not home. She was offered the option to reschedule due to her unavailability. Ms. **** contacted the delivery team and informed them that she could have someone from the office accept the delivery on her behalf. When asked if the designated person lived at the same address, she replied, "No." The team clarified that the delivery could not be accepted by someone from the office. It was also communicated to Ms. **** that either she or another resident of her home, aged 18 or older, must be present to accept the delivery; and
  We have confirmed that Ms. ****'s delivery of her Serene grey loveseat was completed on June 19, 2024. Unfortunately, upon delivery, it was discovered that the Serene grey sofa did not fit the space as intended. Therefore, the unit was refused and returned to the warehouse.
  
  According to our records, on June 9, 2024, Ms. **** placed an online order and purchased a Style Line Serene grey sofa and loveseat, both with a limited 1-year manufacturer’s warranty, on invoice ********. We show that Ms. ****’s furniture was financed through our third-party finance company, ******** ***** *******. We confirmed that Ms. **** elected to have her sofa and loveseat delivered.
  
  We investigated Ms. ****’s concerns and found that once her order had been confirmed, she was originally scheduled to receive delivery on June 10, 2024. However, we later received notification from the warehouse that the Serene grey loveseat was unavailable. As a result, we arranged a transfer from another warehouse, rescheduling her delivery for June 12, 2024. We tried contacting Ms. **** on June 10, 2024, to inform her of the change, but the call went to voicemail. Therefore, we followed up with a text message to ***-***-**** and an email to ********@gmail.com, respectively, to notify her of the new delivery date. Our records show that Ms. **** contacted us back on June 10, 2024, to advise us that she would not be available to accept her delivery and asked to have the appointment rescheduled. We show that an incident ticket was created to submit Ms. ****’s request, and she was added to the delivery schedule for June 13, 2024.
  
  Upon further review, we discovered on June 13, 2024, our delivery team contacted Ms. **** to let her know they were on their way to her residence. Unfortunately, she informed us that she was not home and had no one there to accept the delivery. We offered to reschedule her appointment to ensure she would be available to receive the merchandise. However, she later said she could have someone from the office sign and accept her items. When asked if the designated person lived at the same address, she replied, "No." We explained that we could not have anyone from the office accept her delivery.  She was also informed that she or someone living at her residence over the age of 18 would need to be available to receive the merchandise. As a result, Ms. ****'s delivery was rescheduled to June 19, 2024.
  
  On June 19, 2024, during Ms. ****’s delivery, the delivery team encountered narrow stairways and main areas at her residence. As a result, Ms. **** was asked to sign a release of liability waiver before the furniture could be delivered. After signing the document, the team managed to place the Serene grey loveseat in the specified location. However, it became apparent that the sofa was too large for the intended space. As a result, Ms. **** declined to keep the sofa, and it was returned to the warehouse. As of June 25, 2024, the Serene grey sofa has been canceled from Ms. ****** invoice, and a credit of $809.99 was submitted to her ******** ***** ******* *******.
  
  
  Conn values Ms. **** as a customer and appreciates her for bringing her concerns to our attention. We apologize to Ms. **** for the inconvenience that she has experienced during this time.
  
  
  Sincerely,
  
  
  Customer Relations
  Conn’s HomePlus

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 5/11/2024 I purchased a refrigerator at Conn's for $1,700. I turned down all warranty and other options due to final cost restraints. I never received an email receipt. When the Payment Book for the Conns financing arrived in the mail, that account balance was $2,800. After numerous calls where I was only offered to be resent the contract I then contacted the store directly and they were able to tell me I was charged a warranty and delivery (they left out the payment protection plan). I was told no cost delivery. Then I received in the mail the documents for Payment Protection Plan. I called the number to cancel this per the verbiage in the letter and the customer service rep could not understand that I wanted to cancel and just kept telling me I haven't missed a payment and can't use the coverage. After reading and researching on my own, today I emailed in the the cancellation for the Payment Protection Plan, Property Insurance, and Warranty. I would like my account to be fully reviewed to ensure that I am only paying for the refrigerator and the tax on that. Delivery and all warranty/insurance type add-ons need to be removed. I have made many purchases through Conns and have never had things added that I specifically said I didn't want. I also still do not have a copy of my contract and will not be able to make my first payment due to the amount due being TWICE the amount told in store

  Business response

  06/24/2024

  Conn’s HomePlus (“Conn’s”) 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 Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252 or?online?at www.conns.com.?? 
  
  
  Ms. ***** has stated in the complaint:
  
  She bought a $1,700 refrigerator and declined all additional warranties and add-ons due to budget constraints;
  She was charged for delivery after being told it was free;
  She contacted us to request the cancellation of the warranty, but the representative did not understand that she wanted the coverage canceled.  Instead, the representative only advised her that she had not missed a payment towards her account; and
  She is requesting a refund.
  
  Our investigation reveals that:
  
  We cannot corroborate the claim that Ms. ***** declined the warranty [CW1] and additional features on the date of purchase.  Our records show that Ms. ***** bought a French-door refrigerator for $1,699.99, with an additional $35 for waterline correction, $99.99 for delivery, and a 48-month RSA Plan for $419.99.  Furthermore, Ms. ***** signed her invoice and contract by selecting those elections on a Conn’s iPad and by acknowledging her agreement to all purchased items, including Conn’s Property and Life Insurance as she did not provide her Homeowner’s or Renter's insurance declaration page at the point of sale to not have Conn’s Property Insurance added to her account;
  Unfortunately, it has been confirmed that Conn’s was not offering free delivery at the time of Ms. ******* purchase as attested and acknowledge on her signed invoice;
  On June 7, 2024, Ms. ***** contacted Conn’s to request the removal of the Repair Service Agreement from her account.  Due to her concerns, we created an incident ticket and emailed her a Service Agreement Cancellation Request along with the steps she needed to take to cancel the coverage; and  
  We have confirmed the cancellation of Ms. ******* 48-month Repair Service Agreement and Conn’s Property and Life Insurance as per her request.  All credits have been successfully applied to her account.
  
  
  Our records show that on May 11, 2024, Ms. ***** purchased an LG French-door refrigerator along with a 48-month Repair Service Agreement under invoice 42478916.  It has been verified that Ms. ***** signed a 36-month Promissory Note and Security Agreement, totaling $4,331.16.  She agreed to make a minimum monthly payment of $120.31, due on the 16th of every month.  The refrigerator was delivered in good condition on May 13, 2024.
  
  Ms. ******* account included a Conn’s 12-month 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 May 16, 2025 (i.e., final expire date May 26, 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 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.
  
  We have investigated Ms. *****'s concerns and determined that she contacted us regarding her account on May 29, 2024, and June 3, 2024.  We responded by offering to send her the signed paperwork and a copy of her account loan statement.  Our records show that we promptly sent these documents to the email address she provided, ***********@YAHOO.COM.  Also, Ms. ***** stated in this complaint that she had never received a copy of her contract.  Our records indicate that on the date of purchase, an email was sent to ***********@YAHOO.COM: please see the attached pdf titled 3273_*****,******signed documents on page 27.  However, we understand her concern and are researching this further to determine if any delivery failure occurred on the date of purchase when attempting to send the contract package via email.
  
  On June 7, 2024, Ms. ***** asked us to remove the Repair Service Agreement from her account.  In response to her request, we created an incident ticket and emailed her a copy of the Service Agreement Cancellation Request along with instructions on how to cancel the coverage.  We confirmed receiving Ms. ******* signed Service Agreement Cancellation Request on June 10, 2024, and proceeded to cancel the coverage in line with the warranty terms.  Additionally, we processed a full credit of $454.64 to her account and attached the pdf titled Conn's Transaction History (24) wherein this credit was applied retroactively as of May 11, 2024.
  
  On June 13, 2024, we received confirmation that Ms. *****'s insurance cancellation request and insurance declaration page had been received.  As a result, the Conn's Property Insurance was fully canceled, and a credit of $239.82 was applied to Ms. *****'s account, with the effective date of May 11, 2024.  In addition, the Life Insurance has been cancelled in the full amount of $39.36 with the effective date of May 11, 2024.  Including the warranty cancellation credit and both insurance credits being applied to the principal balance, Ms. *****'s monthly payment was reduced to $90.69.
  
  Lastly, all credits have been successfully applied to her account.  In our response, we have enclosed all supporting documentation, including Ms. *****'s signed documentation and account payment history.
  
  Conn values Ms. ***** as a customer and appreciates her bringing her concerns to our attention. If any further questions arise, please contact our office with the information found in this response.
  
  
  Sincerely,
  
  
  Customer Relations
  Conn’s HomePlus
  

  Customer response

  06/26/2024

  [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

  06/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  09/2021 Brought LG Washer and Dryer from Conn's in Metairie, La. I started having problems with the dryer and then a month after the washing machine parts order to repair both appliances. once again month later still experience problems with both appliance. Service Tech have been to my home more than seven times. I called Conn's Customer Service for same issues and they response we will send a tech and refuse to give me my money or an exchange. But at this point I will like my money back and I will take my business somewhere. When I brought these appliance I did purchase the extend warranty. Have emails in my archives how many times a will call and parts were order

  Business response

  06/14/2024

  Conn’s HomePlus (“Conn’s”) 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 Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252 or?online?at www.conns.com.?? 
  
  Mr. ****** has stated in the complaint:
  
  In September 2021, he bought an LG washer and dryer from us. He has been having problems with the dryer, and a month later, the washer also began having issues. Parts were ordered to fix both appliances, but even after the repairs, he is still encountering problems with both of them;
  A service technician has been out to repair his appliances several times for the same issue, and yet, we are refusing to provide him with a refund or exchange the appliances; and
  He is requesting a refund or an exchange.
  
  Our investigation reveals that:
  
  We have confirmed that Mr. ****** last contacted us about his electric dryer on February 27, 2024. The technician inspected the unit and found that the dryer was functioning up to the manufacturer’s specifications. Mr. ****** was informed that the vent needed to be cleaned. During the same time, Mr. Quinn also contacted us about his washer. It was found that parts were needed, which were replaced and installed on March 6, 2024;
  Mr. ****** has reached out to us multiple times about the service for his washer and dryer. We have confirmed that both appliances have been inspected and fixed as per the terms of his warranty. Additionally, Mr. ****** has been informed that his appliances need to be declared non-repairable before a request for an exchange can be made; and
  Before receiving Mr. ******** complaint, he had not contacted us again since February 27, 2024, to report an issue with his electric dryer. Therefore, we cannot authorize an exchange for the unit. However, we have confirmed that an exchange has been successfully processed and approved for his washer, and he is scheduled to receive the new washer on June 21, 2024.
  
  According to our records, on August 13, 2021, Mr. ****** purchased an LG high-efficiency top load washer and high-efficiency top load electric dryer, both with a 48-month Repair Service Agreement, on invoice 38865915. We confirmed that Mr. ******** appliances were delivered in good condition on August 15, 2021.
  
  We investigated Mr. ******** service history on his washer and found:
  
  October 23, 2023- we were contacted and informed that his washer was making a loud whistling noise. On October 24, 2023, the technician inspected Mr. ******** washer and found that the gearcase and associated parts needed to be replaced, which were installed on October 30, 2023.
  February 23, 2024- we were informed that the washer was stopping mid-cycle and making a beeping noise. Three days later, on February 26, 2024, the technician checked the basket rotation, rotor tightness, and drain pump operation, which all tested good. The technician found that the drain hose was shoved inside the standpipe without an air gap, potentially causing a siphon issue. As a solution, the technician pulled the hose out slightly to allow for an air gap.
  February 27, 2024- we received a call about Mr. ******** washer stopping mid-cycle. On February 29, our technician inspected the washer and found that the shifter needed to be replaced. The parts were installed on March 6, 2024.
  May 7, 2024- we received a notification about Mr. ******** washer making a loud noise. On May 10, 2024, the technician inspected Mr. ******** washer and found that the shock absorbers were making noise during spinning and the gearcase was squealing during wash and spin. As a result, he indicated that the transmission and shocks needed to be replaced. It was scheduled for Mr. ****** to have the parts installed on May 28, 2024, but he requested to reschedule his appointment as he was not available. On June 4, 2024, we tried to reach Mr. Walker, but we were unable to complete the installation of the parts ordered. On June 7, 2024, it was confirmed that Mr. ****** was approved for an exchange to replace his washer. He was issued a credit up to the original amount paid of $949.99 to select a new unit. Mr. ****** initiated his exchange on June 11, 2024, and selected an LG high-efficiency top load washer model WT7900HBA on invoice ********. He is currently scheduled to receive the delivery on June 21, 2024.
  
  We investigated Mr. ******** service history on his dryer and discovered:
  
  January 30, 2023- we were informed that Mr. ******** dryer was displaying an error code D80, the sensor light came on, and the unit would stop its cycle. On January 31, 2023, the technician found that the sensor was needed, which was replaced on February 6, 2023.
  March 14, 2023- we were contacted and informed that Mr. ****** was experiencing the same issue with his dryer displaying error code D80. On March 23, 2023, the technician diagnosed the unit and found a vent issue. The technician informed Mr. ****** that the vent needed to be cleaned by a professional.
  April 7, 2023- Mr. ****** indicated that his dryer was displaying an error code. On April 8, 2023, the technician inspected his dryer and found that the heating element needed to be replaced. On April 28, 2023, the technician replaced the heating element.
  June 28, 2023- we received a report that Mr. ******** dryer was displaying an error code. His inspection was originally scheduled for June 30, 2023, but he requested to reschedule. The technician inspected Mr. ******** dryer on July 6, 2023. The technician found that the unit was working within specifications and advised Mr. ****** to remove debris from the vent.
  February 27, 2024—Mr. ****** contacted us again to report that his dryer was not heating. Our technician inspected Mr. ******** dryer and discovered that it was displaying error code D80, indicating an airflow issue. The technician determined that the unit was working fine when the vent was disconnected. After pushing back against the vent to restrict the vent flow, the technician informed Mr. ****** that if the problem persisted, the vent would need to be cleaned.
  
  We are unable to honor Mr. ******** request to exchange his dryer. Our records do not show that Mr. ****** has reported a new issue with his dryer since the last service call on February 27, 2024. It has been confirmed that Mr. ****** has been approved to replace his washer, and his new unit is scheduled to be delivered on June 21, 2024.
  
  
  Conn values Mr. ****** as a customer and appreciates him bringing his concerns to our attention.
  
  
  Sincerely,
  
  
  Customer Relations
  Conn’s Home, Plus

• Initial Complaint

  05/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a refrigerator from them and when they delivered it it was scratched. They said they would give me a discount but never did.

  Business response

  06/14/2024

  Conn’s HomePlus (“Conn’s”) 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 Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252 or?online?at www.conns.com.??
  
  Mr. ***** has stated in the complaint:
  
  1. His refrigerator was delivered scratched, and he was offered a discount. However, no credit has been applied; and
  2. He is requesting a billing adjustment.
  
  Our investigation reveals that:
  
  1. After his delivery was completed on March 2, 2024, Mr. ***** contacted us to report damage to his refrigerator. He provided images of the alleged damage. We offered a 15% ($299.55) concession off the cost of the unit, which was $1997. Mr. ***** mentioned that he would speak with his local Conn’s HomePlus store to inquire about exchanging the damaged unit for a comparable one with a restocking fee. However, after that, we did not have any further correspondence with Mr. *****, which delayed the initiation of the concession; and
  2. As of June 12, 2024, Mr. *****'s concession has been processed and submitted to his Synchrony Bank Account.
  
  According to our records, on February 25, 2024, Mr. ***** purchased a Samsung French-door refrigerator with a 48-month Repair Service Agreement on invoice 42300634. Mr. ******* refrigerator was delivered on March 2, 2024.
  
  We investigated Mr. ******* concerns and confirmed that he contacted us after the delivery was completed, reporting that his refrigerator was delivered with scratches. In response to Mr. ******* concerns, we created an incident ticket and requested images of the alleged damage. After reviewing the photos provided by Mr. *****, we confirmed the reported damage. As a result, we offered Mr. ***** a 15% concession to keep the unit as-is. However, Mr. ***** indicated his intention to speak with his local Conn’s HomePlus store to explore the possibility of exchanging the damaged unit for a similar model with a restocking fee. Unfortunately, we did not receive any further communication from Mr. ***** about the refrigerator damage, which led to a delay in processing the concession. As of June 12, 2024, Mr. ******* concession has been successfully processed, and a credit of $299.55 has been submitted to his Synchrony Bank Account. We ask that Mr. ***** allow time for the credit to be posted, which may take up to 1-2 billing cycles.
  
  
  Conn values Mr. ***** as a customer and appreciates him for bringing his concerns to our attention.
  
  
  Sincerely,
  
  
  Customer Relations
  Conn’s HomePlus

• Initial Complaint

  05/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We felt misled by the salesmen and managers at Conn's in Lewisville, TX. We have bought multiple things from them before, spending roughly $5,000 over the years there on furniture, electronics, and appliances. When it was time to replace our couch, we bought two recliners and a centerpiece wedge. The salesman told us that the delivery people would take away our old couch, only to learn when they arrived that they would not. We had to arrange our own appointment with a junk company to get rid of the couch. They also told us that we could return the center piece once we realized it wouldn't fit the space, only to learn, deeply buried in the contract, that they did not take back furniture. In addition, we had a discount card that should have taken 10% off our bill, but they have not honored the card and continue to refuse to honor it. For these reasons, we are filing a complaint against a company we used to like, but now consider most appropriately named.

  Business response

  06/10/2024

  Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to Mr. ******’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, Mr. ****** may contact Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252 or?online?at www.conns.com.??
  
  
  Mr. ****** has stated in the complaint:
  
  1. He purchased two recliners along with a centerpiece and was advised by the sales associate that the delivery team would haul away his old furniture. However, during his delivery, he was informed that this could not be fulfilled;
  2. He was told that he could return the centerpiece if it did not fit the space, but later he was informed that we could not take the furniture back;
  3. He had a discount card that entitled him to 10% off on his bill, but we declined to honor the discount; and
  4. He is requesting a billing adjustment.
  
  Our investigation reveals that:
  
  1. During Mr. ******’s purchase, he requested to have his old furniture hauled away. As a result, the request was noted on his invoice. However, due to liability and sanitation policies, the hauling away of furniture is not a service that we offer. Therefore, the delivery team informed Mr. ****** that we could not haul away his old furniture;
  2. Mr. ****** was advised at the point of sale to refuse the furniture during delivery if it did not fit or meet his expectations. However, Mr. ****** signed his delivery receipt, accepting all furniture pieces. He later returned to his local Conn’s HomePlus store several weeks later, attempting to return the wedge, and was reminded of Conn’s No Return & Exchange Policy on furniture. He was informed that they could not accept the return;
  3. After Mr. ****** received his delivery, he received a 10% discount card which he asked to use towards his purchase. However, he was informed that the discount must be presented at the time of purchase to be honored. As a result, he was notified that we could not honor the discount, but he could use it on a future purchase; and
  4. We cannot honor Mr. ******’s request to authorize a billing adjustment.
  
  According to our records, on March 11, 2024, Mr. ****** purchased Peak Living, INC Octane P2 theater seats, which consisted of two HT recliners and an HT wedge, all with a 36-month Furnituregard Plan on invoice 42336191. We confirmed that Mr. ******'s furniture was delivered on March 14, 2024. Mr. ****** signed the delivery receipt, acknowledging his items were delivered and accepted to his satisfaction and in good condition.
  
  We investigated Mr. ******’s concerns and determined that he reached out to us on April 3, 2024, April 26, 2024, and April 29, 2024, to request the return of the wedge. Each time, Mr. ****** was informed that he signed his delivery receipt accepting his furniture was received in good condition on March 14, 2024, and that we could not authorize a return. Additionally, Mr. ****** was reminded of Conn’s No Return & Exchange Policy on furniture. Furniture is considered service-only items and will only be repaired according to the warranty coverage, if any.
  
  We have found that Mr. ****** reached out to us again on April 30, 2024, and May 21, 2024. He stated that he had received a 10% discount card from us in the mail and requested to have the discount applied to his account. We informed Mr. ****** that all discount cards (coupons) must be presented at the point of sale to be honored. We explained that we were unable to apply the 10% discount to his account, but he could use the discount towards a future purchase.
  
  At this time, we cannot honor Mr. ******’s request to authorize a billing adjustment or a return on the Octane HT wedge.
  
  
  Conn values Mr. ****** as a customer and appreciates him for bringing his concerns to our attention.
  
  
  Sincerely,
  
  
  Customer Relations
  Conn’s HomePlus

• Initial Complaint

  05/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a portable air conditioner from Conn’s online on May 23, 2024. We elected to pick it up from the El Paso distribution center on May 24, 2024. We purchased a unit that said online that it cooled 550 sf. It was supposed to be 11,000 BTUs, 7,800 BTU SACC. The SKU and UPC both matched what my invoice showed and I took it after asking the loading doc personnel about 11,000 btu since the box only said 7,800 because the website referenced 7,800 and the sku and upc matched. At the time I didn’t see that the box clearly said it cooled 350 sf and not 550 sf as advertised. I saw this when I got home. I immediately called the distribution center and was told they couldn’t help me and I have to call the 877 number. I called and explained everything to the agent multiple times! She continued to reassure me it was 550 sf because the website says so, even though the box clearly says 350 sf. I noticed and informed her that the website also referenced 450 sf and 550 sf. When the agent told me that if I returned it I still had to pay a 15% restocking fee in CASH, I said absolutely not and asked for a supervisor. The supervisor never came to the phone. It is unfair to have to pay a 15% restocking fee when the website gave an inaccurate description. I only have 7 days to return it but I should not have to pay 15% in any form. I want to return the unit that is unopened and certainly not used or unpackaged for a full refund of $573.71.

  Business response

  06/13/2024

  Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to Mr. ******s’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, Mr. ******s may contact Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252 or?online?at www.conns.com.??
  
  
  Mr. ******s has stated in the complaint:
  
  1. He bought an air conditioner, thinking it could cool a 550-square-foot area. However, upon reading the packaging after getting the unit, he found out that it was designed for areas up to 350 square feet. As a result, he reached out to us for a return and was informed that he could initiate the return with a 15% restocking fee; and
  2. He is requesting a refund.
  
  Our investigation reveals that:
  
  1. On May 24, 2024, Mr. ******s contacted us and requested a return of his air conditioner. He believed the unit had a cooling capacity of up to 550 square feet, but the packaging indicated a capacity of only up to 350 square feet. After investigating, we informed Mr. ******s that the 11,000 BTU cooling capacity of the unit is indeed suitable for rooms up to 550 square feet. However, he insisted on a return and was advised that he could proceed with a return or exchange with a 15% restocking fee; and
  2. As of June 5, 2024, Mr. ******s was authorized to return his air conditioner.
  
  According to our records, on May 23, 2024, Mr. ******s placed an online order and purchased a GE 11k portable air conditioner with a limited 1-year manufacturer’s warranty on invoice 60165491. We confirmed that Mr. ******s elected to pick up his air conditioner from his local Conn’s HomePlus on May 24, 2024.
  
  We investigated Mr. ******s’s concerns and found that he contacted us after receiving his air conditioner because he believed that the unit should have a cooling capacity of 550 square feet. However, the packaging indicated a cooling capacity of up to 340 square feet. Upon investigation, we informed Mr. ******s that the 11,000 BTU cooling capacity of the unit is indeed suitable for rooms up to 550 square feet. Despite this clarification, Mr. ******s still wanted to return the air conditioner due to the discrepancy in the information. We informed him that he could return or exchange the unit, but there would be a 15% restocking fee, which he declined to pay. Mr. ******s was informed that we could not waive the restocking fee.
  
  After reviewing Mr. ******s's complaint and inspecting the air conditioner's labels and descriptions, we have agreed to approve his return request. The approval for the return was documented on Mr. ******s's invoice dated June 5, 2024. We tried to reach out to Mr. ******s to communicate our decision on June 5, 2024, and again on June 7, 2024, but unfortunately, we were unable to get in touch with him. Mr. ******s is encouraged to visit his nearest Conn’s HomePlus store to proceed with his return. Please note the return approval is valid through June 20, 2024.
  
  Conn values Mr. ******s as a customer and appreciates him for bringing his concerns to our attention. We apologize to Mr. ******s for any inconvenience that he has experienced during this time.
  
  
  Sincerely,
  
  
  Customer Relations
  Conn’s HomePlus

  Customer response

  07/05/2024

  [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.  
  
  I would like to note, however, that I was not contacted by Conn’s. I was informed of the timeline through the BBB. Also, when I returned the item to the store, I was told that there is no restocking fee if the item hasn’t been opened!  Conn’s needs to communicate effectively. 
  
  
   
  

• Initial Complaint

  05/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a washer from the conns home plus at the Mesquite Texas store. My expected delivery date was showing for May 21, 2024 and the only notification that I have received was on May 24 2024 stating that my delivery window will be between 3:45 pm and 6:45 pm. However, customer services is saying something else. Major problem. It looks like Conns need to hire someone for their Dallas warehouse that knows how to schedule these deliveries. My delivery is two days late and I'm being charged for this. What a rip off. This is the customer service i guess customers are receiving now.

  Business response

  06/10/2024

  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. ******* has stated in the complaint:
  
  1. She purchased a washer from us and was scheduled to receive delivery on May 21, 2024. However, she only received a delivery notification on May 24, 2024, stating that her delivery was scheduled between 3:45 PM and 6:45 PM; and
  2. She is requesting to have her washer delivered.
  
  Our investigation reveals that:
  
  1. We dispute Ms. *******'s statement that she was supposed to receive her delivery on May 21, 2024. Our records show that her purchase was made on May 21, 2024, and Conn’s does not offer same-day delivery. However, she was originally scheduled to receive delivery on May 23, 2024. Her washer was located at her local Conn’s HomePlus store, as it was sold as a clearance item, so the delivery team had to retrieve the unit from the store. This led to Ms. *******’s appointment being rescheduled to complete her delivery; and
  2. As of May 24, 2024, Ms. *******’s washer has been successfully delivered.
  
  According to our records, on May 21, 2024, Ms. ******* purchased an LG top-load washer with a limited 1-year manufacturer’s warranty on invoice 4250412. We confirmed Ms. *******’s washer was sold as a clearance item as-s at a discounted price of $499. Ms. ******* elected to have her washer delivered and was initially scheduled to receive delivery on May 23, 2024.
  
  We investigated Ms. *******’s concerns and discovered that our Dallas warehouse sent our delivery team to her local Conn’s HomePlus store to pick up her washer, which was still there because it had been sold as a clearance item. Once our delivery team retrieved Ms. *******’s washer, we tried to add her to the delivery schedule for May 23, 2024. However, the route had already reached its maximum capacity. Therefore, we rescheduled her for May 24, 2024. We show that Ms. *******’s washer was delivered on May 24, 2024, and received in good condition.
  
  Conn values Ms. ******* as a customer and appreciates her for bringing her concerns to our attention. We extend our apologies to Ms. ******* for the inconvenience that she experienced during this time.
  
  Sincerely,
  
  
  Customer Relations
  Conn’s HomePlus

• Initial Complaint

  05/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a Ottoman I called and told the salesman as soon as i arrived home that it was not the correct pattern ,I was told by a female representative that she sent a email and the ticket was not closed then I spoke to my salesman Charles and his manager Leonard ,I was told they would take care of me and to bring it the next day, well i did only to find Charles was not there all day and Leonard was off, The lady who sent the email said she could not make the exchange now because the warehouse is now saying the ticket has been closed. Just bad business all around ,I called and was given several Bad numbers and it was impossible to get anyone to give me a corporate number even from a lady who out of nowhere claimed to be corporate her name was Rain . I am so disappointed with the treatment because I am a Conns Fan and I purchase items regularly

  Business response

  05/16/2024

  Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to Mr. *****’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, Mr. ***** may contact Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252 or?online?at www.conns.com.?? 
  
  
  Mr. ***** has stated in the complaint:
  He purchased an ottoman from us, but when he got home, he noticed that the pattern was incorrect. He reached out to us and was informed that we would take care of it. However, when he attempted to return the unit, he was told that the return could not be accepted; and
  He is requesting a refund.
  
  Our investigation reveals that:
  On May 6, 2024, Mr. ***** purchased and picked up his Bristol cocktail ottoman from his local Conn’s HomePlus. On May 7, 2024, he contacted us to report that the pattern shown on the ottoman was incorrect and requested a return. Mr. ***** was reminded of Conn’s Return & Exchange Policy on furniture. Despite being educated about the policy; an incident ticket was created to review his concerns; and
  As of May 9, 2024, Mr. *****'s Bristol cocktail ottoman has been returned. A refund of $595.35 was processed to his Visa card.
  
  
  Based on our records, on May 6, 2024, Mr. ***** purchased an Albany Industries, INC Bristol cocktail ottoman with a 36-month Furnituregard Plan on invoice 42464375. We confirmed that Mr. ***** elected to pick up his ottoman from his local Conn’s HomePlus warehouse.
  
  We have investigated Mr. *****’s concerns and found that he contacted us on May 7, 2024, to report that the ottoman he picked up the day before was not the same model he saw in the store. Although Mr. ***** was reminded of Conn’s Return & Exchange Policy for furniture, we still created an incident ticket to review his concerns.
  
  Upon further review, we found that approval was given to return Mr. *****’s Bristol cocktail ottoman on May 8, 2024. Mr. ***** was informed of the return approval on the same day, and on May 9, 2024, the ottoman was successfully returned, and a refund of $595.35 was processed back to the original payment method.
  
  Conn’s appreciates Mr. ***** as our customer, and we appreciate him for bringing his concerns to our attention. We apologize to Mr. ***** for any inconvenience that he has experienced during this time.
  
  Sincerely,
  
  
  Customer Relations
  Conn's HomePlus

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Company has false information in thier letter regarding pick up of items. Order was placed for same day pick up. Pick instructions state you will need a printed copy of this email confirmation and your state issued ID to pick up merchandise. I drove over an hour and a half from Maricopa city for pick up and employee states this letter does not count. I need a confirmation letter and besides my order is not ready.

  Business response

  05/15/2024

  Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to Mr. ******’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, Mr. ****** may contact Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252 or?online?at www.conns.com.?? 
  
  Mr. ****** stated in the complaint:
  He was given incorrect information to retrieve the merchandise he had purchased online; and
  He is requesting to be contacted by our company.
  
  Our investigation reveals that:
  Mr. ****** submitted an online purchase after our business hours at 6:05 PM. As a result, he only received his order confirmation but did not receive his pick-up confirmation until the next business day on May 1, 2024, when his purchase was finalized; and
  On May 1, 2024, we tried to contact Mr. ****** but could not reach him. We can confirm that his order was processed successfully, and a pick-up confirmation was sent to him on the same day. However, as of May 11, 2024, Mr. ****** contacted us and requested to have his purchase canceled.
  
  According to our records, on April 30, 2024, Mr. ****** placed an online order and purchased a PS5 Spiderman 2 bundle with a limited 1-year manufacturer’s warranty on invoice 60158125.
  
  We have investigated Mr. ******'s concerns and determined that his order was submitted and received at 6:05 PM, which is after our business hours. As a result, Mr. ****** only received an order confirmation, and his purchase was not finalized until the next business day, May 1, 2024. On that day, he received his pick-up confirmation. We can see that Mr. ******'s item is still in the pick-up state. To obtain his merchandise, he can visit his designated pick-up location at 1100 N. 127th Ave #300 Avondale, AZ, between 11 AM and 6 PM.
  
  Upon further review, we found that Mr. ****** contacted us on May 11, 2024, and requested to have his purchase canceled. His purchase was canceled at his request, and a full credit of $1087.99 was processed to his Conn’s account.
  
  Conn's HomePlus values Mr. ******, and we appreciate him bringing his concerns to our attention. 
  
  Sincerely,  
  
  
  Customer Relations 
  Conn’s HomePlus 

  Customer response

  05/18/2024

  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.  
  
  The order was not placed at after business hours as you can see from the confirmation email timestamped from my email stating that it was 401 p.m. still under business hours. Upon placing the order it states that item would be ready before the end of the business day that day. After numerous attempts online to cancel my order I was able to get a hold of customer service during a business day and transferred three different times to cancel my order. I would still like to see my experience on the website as a reflection of the business and how they operate.
  
  Regards,
  
  
   
  

  Business response

  06/12/2024

  Mr. ******'s online order was received after business hours at 6:05 PM, and as a result, the purchase was not finalized until the next business day, May 1, 2024. On that day, Mr. ****** received a pick-up confirmation. However, on May 11, 2024, Mr. ****** contacted us to request the cancellation of his purchase. At his request, the purchase was canceled, and a full credit of $1087.99 was processed to his Conn’s account.

  Customer response

  06/24/2024

  [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.  
  
  
  
   
  

*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. ↩