Conn's Home Plus
reviews and complaints

I want to file this complaint due to multiple managers offering refinance on my account and me asking and me being 30 days late in the first place and then an agent did a skip to pay and now I am ineligible for the option and every time I file a case they gave me the same resolution when multiple managers told me that I could redo this for it to be late and it would resolve in 72 hours and I would have a manager call me back I never got a call back every time I ask for the call back they don't call and every time I do call the agents are super rude asking what do I want or doing things on my account without my permission and I feel like that's a part of cpni is it's my personal information they are using yet but got told that it was just the system the other managers told me that it was a agent I want all my calls pulled due to the fact that I don't understand that managers cannot do callbacks they have lied and completely didn't do anything to that agent that touch my account without my knowledgment you guys put so much stress on me and my family due to the fact that you guys keep calling me when I'm just requesting one call back for me to be able to refinance it like the manager told me to auntie be able he promised the amount that was promised and I would like the 300-plus calls Friday to pay my bill when I'm asking for a manager to fix my account but they can't even call me back about that I have answered all their calls and said hello and it's someone do every single time I have contacted the billing department customer service customer relations and they've all said the same thing besides billing

You know you’ve lost your way when your own staff prioritizes the needs of your DRIVERS over the needs of your CUSTOMERS. Your delivery drivers are the FACE of your company and the last step in the purchase experience. When they show up LATE, or EALRY or LEAVE early, and your dispatch staff is UNWILLING to intervene for the sake of your CUSTOMERS, you get comments and feedback like this.

EVERY staff member at Conn’s, from the sales staff to warehouse, to dispatch needs to have a CUSTOMER FIRST mentality – they DON’T!

Then your leadership sits around the table and wonders what’s happening to your company and why so much negative feedback and complaints. Sad.

We applied to get a loan for a TV I have been wanting upgrade for about two years but just had to replace my wife's TV last year so we waited. I had been studying to know exactly what I wanted. We got approved for $5,500.00, we applied online. Then Shaq from the Forum in Selma, TX sent us a text to see if he could help we said yes and he told us to come in after 2pm. We got there right about 3pm, waited about 10 to 15 mins for him to finish helping another person. He then came to help is pick a TV out. We decided on the NEO QLED Samsung 75" there was the floor model that was marked down to $2,700.00 $299.00 off original price. I asked do you have a new one, he said yes. I said I'll take it he said that will be $3,400.00 I said it clearly says on the tag original price is $2,999.99. He said hmmm, let me get my manager, so young guy ce out and said it's $3,400.00. I said it's marked as original price as of 02/18/2022 at $2,999.99. He said well that was a typo and removed the tag. I said we'll I guess ypu lost a sell, I didn't come to look at tvs I came to buy one. Then I think the real manager came out and asked them what happened as they were arguing and we walked out the door. No one tried to talk to us to see if they could clear things up or apologize for false advertisement in their own store. I guess I'll have to go buy it somewhere else now. Pretty sad I wasted all this time, excitement, energy for a huge disappointment and just feel gross now. I guess the name fits the description there at Conn's. I have pictures of the tag before they could remove it. The tag was made on 02/18/2022 it's 02/24/2022. Sad the original price of an old TV a 2021 model which will replaced in two weeks with a 2022 model went up $400.00, I really wanted that tv. I would have loved for them to honor there original price marked as of 02/18/2022 on 02/24/2022 on their 2021 line up while I was in the store. Sad to see it was so empty as usual I go to the forum a lot I'm surprised they didn't sell me the new one for $2,700.00 since it doesn't look like they sell anything in the forum location

I was sick due to Covid-19’s and Conns manager refused to waive the whole amount 2/11/2022 I have bad experience with Conns I won’t be shopping at Conns again I’m un happy customer

On Thursday February the third (one day prior to my granddaughter being born) I went into the Baytown location after receiving an auto generated email from Conns siting 50% off certain beds, clearance bedroom suits, free next day delivery if the purchase was over $1000.00 (id soon see that this was falsely advertised) and other great deals. I looked around and I loved some of the items however, I couldn't find the set that was the right color/style combo. The salesman suggested a set that was located in the Humble store that was what I was describing. He called to the Humble location and spoke to Cameron twice to make sure that ALL pieces were available for purchase since Humble carried clearance and discontinued items. After the Baytown salesman confirmed the second time he explained that I would have to purchase it from that location and we made the hour commute to the Humble location. Upon arrival I looked around and found all the employees chatting at the desk and had to ask which one was Cameron, mind you I was the only customer in the store this late. I told him what I was there for and he sat down and reviewed the set information sheet I was given at the Baytown store with all the product numbers and items that were included in the set, the same information that was given over the phone with the Baytown salesman. He stumbled with the system and finally keyed in all information for about 30 min. Financing was approved and he attempted to finalize sale. There was obviously errors because after another hour was having problems locating some items but he never said a word just sat in silence. After another 15-20 minutes he told me that there was a piece of furniture that was discontinued and unavailable. He assured me the stairs/storage were not vital and I could go home and continue to look online at a later date and purchase that or a latter separately. I asked repeatedly why we were told before we drove from Baytown to Humble, and when we gave the same item numbers, it all showed in stock, he simply could not answer. You will find that this is common practice as I go through the series of events. He assured me he would keep looking and when he found one he would contact me immediately. I finalized purchase. He had added the delivery fee in my total that was well over the $999.00 criteria for free delivery. I shown him the email and he stated that I live outside the demographic delivery zone and he could not wave the fee. I shown him the email again and reiterated that no where did it say that if I was sent by my local store to a store outside the demographic area, the promotion does not apply. I was shocked. What could I have done at this point. Then I noticed that the delivery date he had on the ticket read March 3rd. When I brought this to his attention he stated that he was going to speak with the manager and override. I had little faith that that would happen and left very discouraged in my experience. I was told that I would receive a confirmation call the following day (Friday) to verify a delivery date for Saturday. As promised an automated call came in on Friday and I verified my information and answered the COVID protocol questions and selected 1 for confirm. I also went ahead and submitted the confirmation email because the lack of faith I had in this store. On the automated it stated that I would receive a second call. That did not come. At 10:30 AM on Saturday I called the store because there was still no communication and I was told to call the warehouse. The warehouse said to call the store because the ticket was incorrect. I called the store and someone said that there is no way that furniture would be shipping because all the trucks were dispatched and they explained that it was the warehouse that didn't schedule delivery. I received another confirmation call Saturday evening same as above I confirmed and confirmed via email. Sunday again there was no second call. Monday I contacted the store very very very upset and I was told that they didn't know what was happening whos fault it was so "Lexy" Alexis the interim manager while Rudy was away was looping in the district manager to assist and to figure out what was going on. I requested numerous times to speak with him/her and was blatantly denied and told that he/she does not speak to customers at all under no circumstances. At this time I submitted a complaint to [protected]@conns.com a representative who still had nothing to offer but half of the delivery fee (that was supposed to be 100% waived and next day at that) off. This is laughable at this point. She could not put me in contact to anyone who could hear my concerns above a managers paygrade as well. She called me back later that evening and assured me that she had fixed the problem but couldn't tell me what that was. She told me that in no way was my furniture to be delivered on this day, Day 4. She confirmed that she got me on the list for Tuesday's route. I yet again pay someone to come sit at my home and wait for delivery. Upon arrival Jose presented with pieces of beds a dresser and mattresses with no way to install because the stair/storage was the defining structural foundation of the set. They left the fragments of the beds all over because they could not put them together without it. Please remember that this piece was the one in the beginning that was not available and I was reassured was not needed. Jose was distraught and blamed the store and reiterated his frustration. I called the store and again the blame was placed on the warehouse. I called the warehouse and it was said that the store never added it to the order. Here we are again no accountability. I received another confirmation call Monday night that the remaining pieces would be delivered Tuesday day 5. I followed again the automated systems protocols and confirmed delivery. I missed the second call when the time was given and called back and spoke with a representative that confirmed and assured me that I was scheduled. I received a call from Lexy on Tuesday assuring me that there was another mix up and she has no idea how I "fell off" the delivery schedule. I was furious at this point, absolutely beside myself. She kept stating I don't know what happened you just fell off. When I asked her how that could happen she stated that she would call the warehouse. I requested a call back when she figured it out. I just called her back after radio silence all day and she stated that she never said that she would call me back. She doesn't know what happens and shes had the district manager help her today and they couldn't provide any answers. I attempted again to request a call from this person and she said that they would never speak to customers. And that she could guarantee that she was the highest level that I would ever speak with. I explained if she didn't know what happened and it has repeated for 5 days there is a problem. Again I was denied an answer or any further assistance. She confirmed yet another delivery for tomorrow day 6. This has caused myself and my family so much time, energy, money, and efforts. I am sure that you will see me and my story on every platform possible.

The arm rest on the chase purchase this past January collapsed when I leaned on it to adjust my position on the seat.

Called Conns for service the tech arrived and said he could not repair. Tech advised the chase would need to be replaced.

A few days later I received an email from Conns telling me they were not covering the chase. End result 2000$ couch falls apart after less then 2 months.

Conn’s Furniture Fiasco

September, 2021

Received an ad in the mail and went to pick out a living room suit, king bedroom suit and television with soundbar.

After spending most of the day that day, signing the notepad and told the contract would be emailed to us we went home. When we got the contract emailed several items were missing and it would have been over the approved credit amount. We canceled the order.

November, 2021

Received another ad in the mail and decided to give the store another chance, chalking it up to maybe an inexperienced sales man on the first trip.

We spent almost all day there again and did not leave the store until we had a paper copy of the contract. Ordered a living room suit and a king bedroom suit, paid out of pocket $326 for the amount over the approved credit amount. We were told everything would be in stock to deliver on Monday, January 24th, Monday being the day that deliveries are made to Lucedale. We were very patient and understanding and called January 24th after taking the day off from work for delivery and found that delivery was delayed until February 1st. We made sure we told them we lived in Lucedale each time we talked with them.

At this point, all the old furniture was sold to make way for the new furniture and we were sleeping on the mattress on the floor. On January 31st, we called corporate delivery, because again we had received no confirmation of delivery etc and were told they didn’t know why we were told they would deliver on February 1st because they never deliver on Tuesdays. So it was again rescheduled for Monday, February 7th. Each time we have called we have went over everything being delivered and confirming that everything was finally in stock.

We told them we would not call and confirm anything again so finally, Sunday night, February 6th, we received an email and text that the delivery would be made the next day on February 7th. We finally got a call from the original sales person that I’m assuming we were pawned off on to tell us the couch was still on back order. It was the last straw. We asked for the manager, Casey, to call us to discuss if the couch on display could be substituted or to confirm that the payments would not start until the rest of the order was delivered in March. It is now Monday February 7th 2022 4:15 pm and we have yet to hear from the store manager or anybody else for that matter and we know that deliveries are only made on Mondays to Lucedale per store delivery management.

At this point I think we have gone beyond patience and understanding and are aghast at the incompetence and disorganization of the company’s handling of this whole situation. We understand back orders but just gross incompetence is beyond words. We have owned businesses and I can assure you we would not have made it a month with this kind of service or lack thereof.

At this point in time, we want the $326 refunded immediately, no store credit, no six weeks down the road but immediately and hopefully this can lead to severely needed retraining at your location with ethical practices and customer service emphasized.

There is honestly no need for anyone to ask us for a referral ever for this company.

Cc:

Better Business Bureau

Central and South Alabama

150 Government Street, Suite 1004

Mobile, AL 36602

Mobile Area Chamber of Commerce

451 Government Street

Mobile, AL 36602

My ice maker in my LG Refrigerator. My customer # [protected]. I got the refrigerator in march of 2021. In the fall the ice maker stoped working. I called customer service the tech came repaired it and it worked until the week before Christmas. I called customer service they came here, but could not fix it . They ordered parts. They replaced the pc board, the valve to the ice maker, and another part. But it still didn't work. I was told they would have to replace the door. Which was wrong. They ordered the part s they just replaced. This has been repeated 2 more times. It has made one tray in 30 hours. I am waiting for the same parts to come in again. Enough is enough. I am ready to fill with the BBB. HELP IF YOU CAN. I don't want but nothing left to do unless you can help

On 5:/19 /2021 18:25pm I purchased a 75-in TV from cons home plus. The sales people in the store were okay the salesperson Darnella Christal was cool the guy showing that helped me pick out the TV he was pretty cool well before having the TV delivered I made sure that we had an understanding that I was fully insured meaning of anything that fire rain accidental breakage that was covered what I didn't know is that they had sold me an extended warranty anyone ever hear of life of the South insurance company yes but that's not insurance it's an extended warranty anyway I'm at work they deliver the tv I I get home they had unboxed it never put it together but plugged it in to see if it worked from what I understood I'm a busy man I work 7 days a week on the fourth day I plug it in I noticed that the TV was a bit abnormally warm for a LED TV but it's a brand new TV you know it's never been on probably some static electricity whatever well month down the road I call the store and ask the service member if those TVs actually are supposed to get hot is that normal they direct me to Conn's service department tow service department was going on they said they sent a technician out technician never reached my house they told me it's fine don't worry about it it's new you're going to hear a lot of crackling popping it'll be fine couple of weeks after that the crackling and popping decided it was ready to pop the left hand side of my screen cracked all the way down the left hand side I called conns service department and tell them what happened they sent me to Samsung Samsung had advised me to bring the TV back They don't repair anything that has a cracked screen but they were happy to fix it call back the service department they didn't inform me they did not repair cracked screens that was not part of my warranty and the insurance that I had would not cover it so as I'm trying to figure out who covers this I was simply transferred back and forth between the service department of cons until I cracked Samsung and they finally figured it out that I wasn't currently the owner of the TV when the service representative realize where I had got the TV from he had advised me to take the TV back immediately I had advised them it was past that time that was allowed to bring it back then he informed me that "conns had declined to carry panel coverage... However Samsung was happy to fix the TV if I had the panel coverage they had charged me over $3, 900 for this TV but wait there's more being I didn't have the panel coverage I decided to try to get the TV fixed by myself by taking it to a local repair TV shop the guy in the shop was very knowledgeable of what he did and had advised me that there was a thermal internal crack within the TV and that something mechanical within the TV had caused the TV to overheat and there was absolutely no physical damage.. I've been on better Business bureau with conns they sound like robots like they are trained exactly on what to say and constantly repeat the same thing over and over their customer service is absolutely horrible and their sales tactics are horrendous as they're selling any kind of electronics you are not getting insured you are getting warranty warranty you can get from the manufacturer and you are forced and pushed into thinking it is insurance it is not insurance they have completely obliterated their own contract and then will deny
all wrongdoing. When sales associate person darnella christal told me that I was covered fully whether it is accidental damage physical damage breaking burglary fire whatever that means I'm covered and when I'm told that the company needs to stand by their guarantee they're not doing that which is why I'm also aware that snap finance progressive finance and several other companies are dropping conns because of their business practices I mean the guarantees a guarantee to this day the TV has not been fixed and my account is still in good standing condition I would advise people to find somewhere else to shop there are so many people that have messed up washers dryers that work for 2 weeks and then stop working this stuff is supposed to be brand new how do we not know if any of this stuff is refurbished? Their customer service is absolutely horrible especially when it comes to there service department they are rude they are misinformed and no one communicates within the company I was misled as a customer I will never do business with these people ever if anyone decides they want to do business with people who cannot uphold their guarantee on a product that they sell a customer only to be redirected and deflected without stating in their contract which is not covered although your sales representative tells you that you are don't believe it because you're not you will get sold and extended warranty and sent on your way thank you you're covered they charged me $559.54 for extended warranty which brings the total amount of the TV to $3, 999 and this is for a 75-in Qled TV which they refused to repair not only that but when you call the insurance company they have no record of me at all but yet I have the paperwork for it and the receipts to prove it one pissed off customer a good one y'all just lost for life

I stupidly, went into Conn's in North Charleston (tanger outlet) to purchase a dishwasher. I bought a printer as well and was, at the time happy with my service. I WILL NEVER BUY ANYTHING FROM THIS PLACE AGAIN! The installation team NEVER CALLED OR SHOWED UP, THE MANAGERS IN THE STORE THOUGHT IT WAS HILARIOUS! I HAVE BEEN TRYING TO GET THE IDIOTS TO COME AND GET THE CRAP OUT OF MY HOUSE ! THE MANAGERS AT THE STORE ARE ABSOLUTELY USELESS, TO THEM EVERYTHING IS FUNNY ! FORGET ABOUT GETTING A CALL BACK FROM ANYONE! THIS HAS GONE ON FAR TOO LONG AND IT HAS NO END IN SIGHT! DON'T PURCHASE OXYGEN FROM CONN'S, THE NAME SAYS IT ALL!

I purchased a Samsung refrigerator for my mother in Dec 2020. It was delivered 1/25/21. She has had 4 repairs on it since and Conns will not issue her a replacement. The repairs started in March. They have replaced 2 back panels and 1 freezer flapper. Nov 2021 have another problem and now motor needs to be replaced. Notes were placed under wrong refrigerator in March got that corrected. Called today about asking for a replacement the rep could not find the refrigerator under my account after giving the invoice number, serial number and date purchased. As of today I have probably spent over 12 hours on the phone trying to get this right and have to repeat this story over each time I call. Dates of incidents: 3/16/21, 8/10/21, 9/21/21 and 11/29/21.

Purchased washer and dryer less than 2 years ago and continue to pay for warranty and service. GE has issue with this model of dryer because the timing knob strips after little wear and one can no longer start the dryer, even without knob and plier. We have replaced this knob 3 times but continues to strip.
Contacted Conns for service and explained the problem. Scheduled for repair the following week. Over the weekend, received notification that the appointment had been canceled by me. It had not. Called Monday morning, patched around from person to person, all claiming it was cancelled by me. After an hour being on hold and giving the same info to at least 4 different people, agreed to send a repairman the following week.
Repairman came not knowing issue even though it was explained numerous times before arrival.
He said he had to order a part, this was a very common issue with this dryer model, and rescheduled for return 6 days later during Thanksgiving week.
On Tuesday of that week, another notification telling me that the ordered part was sent to the wrong place and therefore I must wait.
Conns doesn't know it's own shipping address?
The part wasn't coming to me. The part was ordered by conns and delivered to conns so how did it get wrongly delivered?
Called the Monday after Thanksgiving since they weren't in over the holiday.
Again, placed on hold for a total of 72 minutes in between being passed from employee to employee. I asked several times to multiple people to speak with a supervisor to resolve this long drawn out issue regarding a part they misplaced.
Again, passed to another employee at same level, not a supervisor, and each time I am explaining all of this to the staff, one by one.
Once I finally reached a supervisor, told they will call me back.
I work and have kids and I can't keep taking off days, especially during the holidays, to be home IN CASE conns decides to fix this. I can't even get a timeline or find out where the part was sent or when it could arrive here.
Very frustrated. Why can't a part be taken from
Another dryer if my part was lost. At this point, anything is better than nothing. The amount of cost in my lost labor as well as the cost of continuing to send repairmen cannot be worth a dryer knob. Conns should replace the dryer if they refuse to work under the warranty I purchased.

I called about a product I didn't get with a bundle I was on hold for a long time and I heard laughing like it wasn't serious and the guy told me what came with the bundle and I nicely said that I didn't received it in the bundle and he said hold on laughed and hung up on me.

NOV 15, 2021 5:30 PM
Wanda Claudio
[protected]@HOTMAIL.com
[protected]
8725 MISTY BLUFF CT DALLAS TX 75249
The reason why I am sending this email is because I had the worse experience With Conns specially with Delivery Department. Last week on Monday 15pm around 5:15pm two young guys arrived to my house. The knock my door, they did not say or asked me if they are in the right place and right customer so I just saw a truck so I guessed that was from Conns. Then one of them asked me if I have a tool to take out a hose because he forgot his tools. After that the took like 25 mins to installed my washer when I look up there they missing the pedestal. They asked me if that comes with that, of course "I already paid it" I said. So they started to install the pedestal while I waiting in the living room I just heard a lot a noise like throwing and hitting my washer. I was so scare and nervous because that was my "new washer". Then around 45 mins after they "finished" the installation I looked up again and I noticed some scratches in the left side of my washer and the guy was standing up in the left side (like hiding something). I told them about the scratchers and they called to someone (did not tell exactly who was calling) so then the guy on the phone asked me about it I told he about the scratches so I offer me $125 discount and I accepted. After they were gone I just went and looked it again and I noticed the left side has some scratches too and a bend screw out of place. I was so upset and I'm still because I called to Delivery Department and no one call me back to resolve the situation and also they did some damage to my wall (the texture came out). Since that happened I called several times to the Deliver department and Im pretty sure that the manager of that department know about the situation because after that I read a lot a bad reviews with the same issues and no one cares. I just need a solution! This is my second purchase and LAST ONE! The customer in the store are awesome but some of your delivery team are AWFUL. When I went to buy something to the store Im expecting excellent service during and after the service. I need a reasonable discount and reinstallation of my pedestal fixing the screw.

I went to Conns on June 17th 2021 my boyfriend and I were greeted by Ramon I then showed him a BEDROOM SET (keyword set) that I wanted. He told my boyfriend and I to sit on some massage chairs and I told him that I wanted to pay upfront. He insisted that we finance because we just moved out here and it'll save us money, so us being naive we listened. We filed out everything and after the paper work was finished I asked if he had made sure he got the correct bed set and if he had my dressers on there and I informed him that I didn't want two nightstands that I only wanted one. He told me that he got all that and that I'll revive my dressers after I make a couple payments so we set up a delivery date for the bed and I went home. On 11/15/2021 I contacted Conns because I haven't received my dressers and they told me they had no knowledge of me supposed to be getting the dressers. So I told them the story and they said sorry there wasn't anything they could do about it so I'm stuck paying a loan for a 3, 000 bed. I would of never got just a 3, 000 bed I've been mislead and tricked.

I purchased a samsung 75 inch T.V. on Saturday nov. 6th I brought it home plug it in on Sunday Nov.7 watched for about 2 hours turned it on Monday the 8th watched it for about 15 mins and a 2 inch white line goes all the way down the T.V. on the right side so after less the 3 hours a T.V. I paid over 1, 000.00 dollars for is broken. Called the store I purchased it told them what happened and that I was bringing it back took it back on Thursday the 11th said they couldn't take it had to call service dept. Called service Dept on the 12th scheduled a service call was told to send 3 pictures to conns.[protected]@conns.com did that since then I have not received a call from anyone I was told a technician would call its now Thursday the 18th. I cannot get anyone to help me Ive been told 5 different stories by 5 different people I am exteremly unhappy when someone doesnt want to talk to me they just hang up. I am not going away I want either a Brand new T.V. of a different brand/model or I want my contract dissolved.