Conn's Home Plus
reviews and complaints

Please do NOT purchase any goods from Conn's - I wish I had read all of the complaints and the BBB file, prior to making our purchase, so please consider this a WARNING! Conn's has received, over the last three years, in excess of 1500 complaints to the Better Business Bureau in Beaumont, TX. Additionally, simply google "Conn's" and you will find a host of horror stories posted online at consumer awareness sites.
Simply put, Conn's sold us a broken 50" Plasma screen TV. When we arrived to pick it up, employees brought the TV out from the back (incidentally, it took 4 days and three visits just to finalize the transaction). The box, containing the TV, was badly damaged. We were assured by three Conn's employees that they had checked the TV and found it to be free of damage, but if WE found damage or the TV to be defective, we could simply exchange it - they made it quite clear that they were aware of the damage to the box and would quote, "take care of us", if we found anything wrong with the TV. One of the employees was actually an Assistant Store Manager and he provided additional assurance that we would be able to return the TV without difficulty.
First mistake, we BELIEVED the employees and took the TV home on good faith.
Fast forward, we open the box, find that the TV has two large cracks in the TV panel and is completely inoperable. We call the store and the nightmare begins.
#1 - Four calls over three days to the Burleson Store Manger went unreturned
#2 - After three days, finally speak to the Manager. He states his employees furnished us with bad information and that he could not exchange the TV without authorization from "repair". I advised the Manager that the TV had never been used and that this was not a "repair" problem. It should be a RETURN (note: we were within the 10 day return timeframe outlined on the receipt). The manager stated that was all he was willing to do and hung up the phone. I called back and asked for his supervisor's contact information. He stated he did not have a supervisor and hung up a second time.
#3 - Sent three written emails to Customer Service at the corporate office - NO RESPONSE
#4 - Call the corporate "Customer Service" Contact listed with the BBB in Beaumont - NO RESPONSE
#5 - Called corporate customer service, was advised that the only assistance they could provide was to fill out a "complaint worksheet" and have a manager return the call. The rep went on to say, and I quote, "they get so many of these a day that we cannot guarantee a call back anytime soon". CAN YOU BELIEVE THAT? And, true to her word, NO RETURNED CALL.
#6 - Called the "service center" to schedule a "repair" appointment for damaged TV. Employee told me that she would send a technician out, but that she could, and again I quote, "tell me what they were going to say...that we had damaged the TV on the way home and that it would not be repaired or replaced". I was absolutely appalled - I explained to this particular employee that the box was notably damaged AT THE STORE and that STORE EMPLOYEES had acknowledged the damage prior to our transporting the TV the 2 miles home. Furthermore, that the STORE EMPLOYEES had LOADED and TIED down the television & refrigerator (yes, we also bought a refrigerator from these people - hope it doesn't break). Upon this realization, she said she would send someone out to look at our television.

To date, no one has looked at our television. We cannot reach anyone from the store level up through the corporate level that will assist us. All of our previous communication attempts have gone unanswered. The employees we have spoken with are flat rude and being that I've spoken with employees at the store, the corporate office, and the service center - all three seperate locations, I have to conclude that this is Conn's Culture. All of the employees were equally unhelpful, insulting, and incompetent.

Conn's is what it's name indicates " A CON!" - all of the self-imposed customer service standards are simply a front. Conn's does NOT stand behind the merchandise it sells or the promises it makes to attract your business. Steer clear - the small savings is definately not worth what you'll lose in time, money, and sanity, should you ever experience a problem with your product.

Conn's falsely advertise that they have lowest price guaranteed. On 12-09-09, I had the cash on hand to by a Samsung LN52b550 which was in stock at the 3143 Southeast Military Drive, San Antonio, TX [protected] ‎ location. Best Buy which is just a few feet away had the best price of $1147.99 and Conn's price refused to meet that price.

Please note that I have bought many appliances at Conn's for my new home. I have bought at the min. the following appliances. Washer and dryer, refriderator freezer, stove, dish washer and a 60 in Mitshubishi T.V. I am discusted that I trusted Conn's with my business. I had the cash to buy this Samsung T.V. that I wanted to buy today. But because of their corporate management decision not to honor Best Buy's price, I left the store.

Bought a samsung washer and dryer on 0115/2010.they were delivered washer connected ./working properly/connected the the dryer .well the dryer didn't turn on it is computerized no lights serviceman were still trying to see what's going on okay.the decision was the dryer is defective take it back. okay they unhooked the washer to take it out of the way .after took them both back i asked them to put my old set back so i could used them while i wait for the new set which would be a day or so.that same day i received a call from my son dryer is not working(i am at work now ) i called conn's sd sending a electrician to look at it that sat 01/16/2010. the electrician happen to be the same delivery driver that took them(washer&dryer)he told me as he was coming into the door i don't know anything about electricity.so he check it /also checked the breaker box.just like my husband did.the night before i told my family to wash and dry because i was getting the new set tomorrow and it would be a while til i read the instruction book to operate being top of the line (samsung)therefore the dryer was working.the power on that plug was working/spoke to the assnt mgr morjol-gulf frwy-i explained i sd why would i buy expensive washer and dryer if my outlet was not working/and on sat. 01/16/2010 i went again spoke to james the mgr of gulf fwy store my son was present the mgr even sd himself "well the only way anyone could of shorted out your plug is by yanking and pulling it out." then i said thank you that is what happened. mr james-mgr of store called service assistant mgr in warehouse called mr isaac, which is the same person who sent the delivery driver who didn't know anything about electricity.which i spoke to him directly and he told me i would have to get that fixed myself.my 240 plug was working we used the washer and dryer the night before when the 1st delivery driver !

Conns was charge with marketing and using warranties in an illegal manner. Since that time, nothing has changed. My mother was sold a 24 month extended warranty that runs concurrent with the 12 month warranty alread provided by the manufacturer.

Regardless, she specifically asked when she purchased the TV if the extended warranty extended the 12 month another 24 months and was told YES.
Of course that wasn't the case, the dated it on the contract for only 24 months from date of purchase, and Alan Sheppard the customer service manager for this company said she should have been smart enough to read the contract before she left. Great way for Conn's to treat a 70 year old lady, lie to her then call her stupid for not reading the small print on the contract.
Luckily Conn's stock is down almost 70% and the companies financials look sick. The warranties their scamming people with might not be any good anyways since it looks like the stock market and customers are starting to see how crappy the management treats customers. They don't care about people, famiies, mothers, or friends, all they do is trick people into buying warranties that don't help people.
Watch their stock and tell everyone to see what they are doing.

Samsung dishwasher has been down more than its been operable. last service all, it malfunctioned before the service man left the neighborhood! called service center, no answer; called store where it was purchased, manager promised to call back, but didn't. called his again, he took name and number AGAIN, and never called. Finally got him on phone two days later and he had forgotten he had spoken with me, told me he could only pass it on to svc. center. Water would not drain and foul ordor emmitted thouughout home and was told by tech to use a cup of vinegar on cycle. malfunctioned before cycle was complete and now Conn's will not respond. Purchased all appliance via cash and purchased extended warranty. WILL NEVER, EVER, PURCHASE ANYTHING FROM CONN'S AND WILL INFORM ALL FAMILY, FRIENDS, ENEMIES, OR ANYONE THAT WILL LISTEN!

Very aggravated with Conn's. I purchased a 50" lg plasma tv and within the 10th day of having it in my home it started to mess up, so I went to the store and spoke to the manager about getting it exchanged, he stated I was still within my 30 days that hew would exchange it but that I would need to contact customer service first to make sure it wasn't customer damage. It took 2 weeks to get a tech out to look at it. Then a second tech came the next day to inaspect it again he comwes back a week later and says he fixed it. Now 1 1/2 month later another tech calls and sys my part is in that he needs to aschedule a day to come install it. Bottom line is I shouldn't of had my tv repaired in the first place because I was wqithin my thirty days and conns does not satisfy the customer and are very misleading. I have contacted the BBB due to a poastcard I had received saying they have been having many customer complaints. So if you have. A problem with conns don't waste your time contact BBB. I hate conns!

I purchased a Whirlpool refrigerator, and the icemaker has not worked in two months. I called Conns, who gave me the [protected] Service Center number. The Service Center set-up a service appointment with A&E, and I took a vacation day to be at home when they arrived. An hour before my appointment, I was notified by A&E their tech had taken a 'last minute' vacation day! I asked for the manager who further stated their techs are allowed to take last minute vacation days, without prior notice...And they do not keep techs on stand-by for this reason. This was the only tech servicing my area, so my vacation day was wasted. I have had (3) 'Conns techs' visit my home, none of them were unable to repair my icemaker. I made several calls to the “Resolution Center”, and was informed after the third tech could not repair my icemaker they would replace….NOT! My replacement was denied. When consumers purchase extended warranties, they expect them to be honored. My treatment throughout this process has been unacceptable, to say the least. I have yet to be given a resolution for my problem.

I have a long purchase history with this company that has nothing to do with the service. You cant take their salespeople at thier word, get it in writing or do your homework. They promise rebates through the mail in 6-8 weeks that usually take in excess of three months, and you have to call and call to get it sent to you (They hope you will forget). They have your phone number on file and they call and call (Repeatedly in one day) for you to come in and add to the account. If you request they remove your number they politely tell you they will, but they dont do it. The service contract are a joke, but plenty of people have already explained that. They have good prices, but you have to haggle and expect delays and hassles. You get jumped from the second you walk in and they follow you around the store like you are going to steal from them or something. Not a pleasant experience, dont plan on doing business with them anymore.

4/23/11 - my husband & I purchased a King mattress & box spring set from Conn's. We had been shopping all day & went there last. All the companies we had been to had a return/exchange policy that if we were not happy with the mattress we could exchange for another. (i.e, firm, soft, etc.) Since the policy was never mentioned to us we assumed that it was the same. We were never offered delivery either. We were told to go pick it up.
4/30/11 - I returned to the store to speak with a manager. The salesman, Frank Lenormand, intercepted instead. I told him that both my husband and myself were experiencing a lot of back pain and that we're not comfortable on the mattress and would like to get a different one that was softer. It was only then that I was informed of the policy. I was very upset. He went to the back, spoke with a manager, came back to me and said they would have a technician come out to see if there were defects in the mattress that could be causing the discomfort. He gave me the "I'm your salesman and I'm here to make you happy and do right by ya" speech. He took copies of my paperwork, verified my phone number and PROMISED me he would call me with info. He never did.
5/4/11 - someone called to set up an appt. to come out for a 'service call'. They couldn't come until Saturday the 14th! She said they would call me on Thursday the 12th or Friday the 13th to set a time. No one ever called. 5/14/11 - spent all morning sitting at home waiting for a service person to show up. Finally I called to see what time they were coming. She informed me that I had been taken off the schedule because there was a family emergency and they wouldn't be able to reschedule me until Thursday the 19th! I then asked her when I was going to be informed of such cancellation and she said "I'm sorry ma'am, it doesn't appear that anyone was supposed to call you". (What?!) I then went back to Conn's to speak with a manager. I spoke with Chris James. I explained the situation start to current. He called service and I could hear the woman on the other end of the phone, she was pretty rude. Told him to have me wait there in the store and would call back to see if they could expedite the service call. She told him to ask me, very rudely, what I was going to do if they didn't find a problem with the product. I replied that "I guess I'm stuck with $1500 worth of crap that I can't use!" I also told him I'd be filing a complaint with the BBB and their corp. office. I waited more than 30 minutes, she didn't call back. Chris verified my number and assured me he would call me that day, so I didn't have to sit there any longer. Chris called me back more than 24 hours later, on the 15th. They cannot expedite the service call he said. I asked "what if it's not convenient for me" and he said he was sorry. I said me too. I also asked him if I had stayed there the day before would I have spent the night...he said "I'm afraid so, she just now called back". So they were yanking my chain again!
By the time they come do their "service call" we will have had the bed for almost a month. I am completely, 100%, unsatisfied with my experience through this company. You have terrible customer service. Salesmen don't go over the policies in full with purchasing customers. I'm curious as to why the salesman didn't go over the return/exchange policy with us at the time of purchase. I can guarantee that if we had known we couldn't exchange it we would not have bought it. It's $1455! I would never purchase something so expensive with NO return policy included. I wish I had made my purchase from another company and paid the extra $200 or $300!

I have filed my complaint with the BBB. I feel that Conn's should make this right with me regardless of whether there are defects in the mattress or not. We should not be stuck with something that causes us pain every single day.

HAH! No wonder Conn's is battling a lawsuit!
I bought an air conditioning unit from them along with an extended warranty and they sure "Conned" me too. They came and picked up the unit and had it in their warehouse for a full month "repairing" it. Then they would make a date for delivery and not show up or even call. So finally they show up, install it, turn it on and it makes this horrible grinding noise and smells like it's burning. I tell the guys that it's not repaired, but they wouldn't take it back to their warehouse. They just left it. So, not only have I been without air conditioning for a month, but they brought it back MORE broken than when it left! After they left, the unit finally crapped out and wouldn't even turn on. I call and tell them this, so they decide to send a third party repairman out. He says that it is completely broke and it would cost the price of TWO new units to repair this one, so he says he is going to report that to Conn's and see what they wanted to do. So, I call to see what they are doing about it, they say I "refused service" (at this point, I am literally crying because I didn't refuse service and it is so hot in my house, chocolate is melting) so they want to send ANOTHER guy out. This guy comes to the same conclusion ("YUP it's broken!" DUHHHH it won't even TURN ON!) and they STILL haven't given me a new one, which is what my warranty says! They should have given me a new one from the beginning, but they are lazy and do not care at ALL about their customers. So, I am turning them into the Better Business Bureau. I might even file a lawsuit against them, because this is just ridiculous! Anyone who has problems with Conn's (and I'm sure you do, because they have the worst customer service in HISTORY) I would suggest doing the same, because no matter how patient you are or how long you wait, THEY WILL NOT HONOR THEIR WARRANTY AND WILL NOT HELP YOU OUT! It takes a lot to get me THIS pissed off...I am making it my mission for the rest of my life to put them out of business...I am telling everyone I know this story and I am warning people that they should buy from Best Buy instead. I have NEVER had a problem with Best Buy. Maybe Conn's should take some pointers from them and actually do what they say they are going to do. So thanks for being complete and total ###S Conn's and prepare for war, because you shouldn't be allowed to deal with people, let alone be in business anymore...

A dishwasher, purchased new from Conn's had hoes that sprayed water in back of cabinet. When I caught it I called for service. Besides their not taking responsibility for the installation or lack of, which is not longer under warranty, which was their fault in the first place, unless I should go into the appliance repair business. They also ripped new holes in the flooring that was originally ripped by them on the original installation of the dishwasher. They also tore hoes in the counter top. Insulation was hanging out, the dishwasher never cycled correctly because it was not cleanly installed. This was when I bought the dishwasher 2 years ago. When I called on the damage the first time I just gave up.

Now, with the recent service call on the hoes leaking from scrapes to the hoes, the dishwasher pulled out and put back, is more sloppy than the Conns original installation, enlarging the tears in the flooring in front of the dishwasher, tearing the counter and it does not properly fit with a piece of the dishwasher poking out. The service man blamed it on the dishwasher being larger. I do not believe that. The dishwasher replaced by Conns was purchased from a reputable appliance store, not Conns, and none of these problems occurred from Sears who had the warranty on that product.

And I paid for that installation, the product, the repair, and the interest. And it looks terrible.

A dishwasher along with other appliances were bought on credit, new, including costs of installation costs separate on appliances. I happened to open under sink door for soap and saw water spraying from some four hoes in hoes to dishwasher. Spray was going toward back of cabinet under sink and behind the dishwasher. It appeared that the hoes was hitting on rough hole that hoes was fed through but I really did not know. I read the instructions for installation and they included requiring smoothing off rough hole or other protection for the hoes. When I called service I was told if Conns made problem, they would not charge. The service man blamed in on mouse. He put in new hoes and I had the removed hoes. The hoes in the hoes were definitely not a mouse, or any other creature. The hoes were scrapes against the hole that was not properly prepared for plastic hoes, as the instructions said. They refused to No Chg. The Manager refused to let the svs man properly prepare hole for the new hoes. If I had known that this problem would have occurred, like I am a service person (?), I would have done as I have done just recently, taped off the hole, according to the instructions. I have also discovered that the sub flooring is damaged from the water spraying for no telling how long because it was just a freak accident that I opened the door under sink and found the leak that sprayed to the back of the cabinets. And they refused to install correctly, or service correctly. I was lucky the old hoes was left or I would never have known the truth. Conn's would never have told me the truth.

I bought a window air conditioner that was paid for and brought out of the store by employee and hand truck. When I got home and paid someone not Conns to put a/c in window I noticed that a big footprint was on the silver material on the outside on a/c. I also checked box and the box and water marks that looked like box sat in high water. Box was not wet. When I called store, the salesclerk said I should have caught this before taking product with me. She was rude and blamed me. After a year or so when the next problem occurred which was going to cost me more than the a/c cost, I delivered the a/c to the store, which they would not take back after several attempts. Of course I did not get a refund or any other help from them, so I left the a/c in front of the store. The Manager tried to stop me. If this were the only problem, bad merchandise I bought from Conn's I would call it a saleswoman problems. No way, this is standard procedure for Conn's, their Managers especially, and the employees.

I have had an account with Conn’s Appliances for about 4-5 years. I have never been late with any payment and today conn’s called and said, I was past due since august; I tried to explain to them that the payment was made and they did not want to hear it.

They yelled transferred my call without letting me know and on top of all that, they told me not to worry about the account, cause I wasn’t going to have an account with them anymore and hung up on me. They make seem like they are the only electronic store, with this experience I will not purchase anything from them again with cash or credit and they will be lucky if I even pay the account.

Conn’s does not even have a number or anything for that matter if you run across anything like this situation, hopefully it changes for customers in the future.

I have a fridge that I purchased from Conns and even purchased the warranty. The fridge is not working and have called many times to try and get it fixed. I have been given many excuses and have been told that I need to WAIT for the parts to arrive. It has been three months and today the service guy calls and cancels my apppointment stating that the truck arrived and the parts weren't on it. I called upper management and told them about the issue and I was told that they can not control mother nature and that the truck had "broken down". I asked for an exchange (the same product) or a refund and was turned away. I was told that there is nothing I can do. All that is left it to wait for the parts meanwhile all my food is going to waste!

In 2007 I consigned a purchase on credit for my son and his wife for computer equipment, the total charge was somewhere in the $3, 500 range. For the first year and a half my son paid religiously until he and his wife split up and then the payments got behind. I received a call from Conn's and for over 2 years I had $25.00 a week electronically taken out of my account and paid to Conn's. Last October I called Conn's customer service and asked them for the balance, it was still over $200.00 so I paid the amount that the Customer Service Representative gave to me over the phone.

A couple of weeks ago I went through my bank to purchase a new vehicle and to my surprise there was a blemish on my credit report from Conn's showing that I owed $7.40. The $7.40 was worth 100 points on the Credit Score.

I called Conn's Customer Service and was told that I could not talk to anyone in the department that actually deals with reporting to the Credit Agencies, the communication had to go through their Customer Service to their Credit Department and then back to me. I paid the $7.40 and asked for a return call. Two weeks have gone by and the $7.40 is still on my Credit Report and I have not received a call back.

This afternoon I called Conn's Customer Service and went through the same routine. In addition I have put a call into Conn's Senior Vice President in charge of Credit ( Mr. De La Fuente) but have not received a call back.

I am sure that computers automatically turn customers over to the Credit Agencies no matter how low the balance is and how good the payment history has been, that is ashame and how we lose customers. Within the last 2 years I purchased my home entertainment equipment from Conn's, spent over $4, 000. This is just one of the purchases I have made from Conn's over the years and have enjoyed doing business with them.

For $7.40 Conn's lowered my credit score, in return they lost a good customer and someone who has a large network of friends and associates. Not good business.

My mother-in-law and I have had an ongoing problem at Conn's for the past several months. We purchased an HP pavillion laptop at Conn's on 4999 NW loop 410 in October of 2009. After a high pressure sales pitch, my mother-in-law opted to purchase the extended warranty for an extra $300. The total with the laptop and warranty topped $1100.

The extended warranty contract states that hardware issues are covered and if the laptop has a continuous problem that is unfixable within 3 visits at the Conn's service center, it will be replaced with a similar laptop of equal value.

Our problem started in November of 2010. The HP crashed and was having blue screen followed by a prompt to restore the laptop. We took it into Conn's and within about 2 weeks they called that it was fixed. It unfortunately still didn't work. Since November of 2010 it has still not been fixed after 6 visits to the service center. We have been told it's everything from a faulty hard drive to a virus, and every "fix" they try is unsuccessful. The service center was refusing to submit the laptop for an exchange even though we had brought it in over 3 times with the same problem. After much debate and the service center receiving calls from a manager at Conn's whom we had told our problem, the shop manager Pablo finally agreed to send it off for an exchange.

Well, today i found out that the exchange has been denied by a corporate manager named Cody. They did not give me a reason, BUT the woman at the customer resolution center told me that it was because the receptionist (aka Connie) who checked the laptop in did not write a full explanation of the laptop's problems on each work order, therefore it seems to corporate office that the laptop was not taking in for a continuous problem, but many separate ones.

I feel like we paid an extra $300 for the security of knowing that a reputable corporation such as Conn's would be there for us if and when any hardware problems occured with the laptop. It is very upsetting to know that we paid hard earned money for a warranty that will not be honored. Not one person i have spoken to at Conn's has displayed sincere concern at our problem including Shop Manager Pablo and receptionist Connie at the Service Center and Bernice and Nancy and the Beaumont corporate office.

We recently became aware of the Attorney General charging Conn's with failing to honor warranty agreements. Conn's was forced to pay $4.5 million in restitution and were ordered to reform their business practices. I am here to tell you that they ABSOLUTELY DID NOT reform their practices and are still taking customers money and not holding up their end of the bargain.

We have always been devoted Conn's customers, purchasing numerous televisions, a refrigerator, stove, camera, and two computers. In all the years of shopping at Conn's, we have never had to use the warranty until now. All we are asking for is Conn's to honor their warranty and exchange our broken laptop for one of equal value. I don't believe that is too much to ask a multi million dollar company to simply respect their customers and give us our money's worth!

DO NOT SHOP AT CONN'S! You are better off at Best Buy, Walmart, Target or really any other retailer. THE TEXAS ATTORNEY GENERAL agrees that Conn's uses fraudulent practices! TAKE YOUR BUSINESS ELSEWHERE!

I purchased a new front loader & dryer from Conns and was told that my $60.00 delivery fee would be refunded. Several months later, I got an email stating "Purchase did not include the minimum purchase of the required product(s)." These are not cheap at this store and we paid (cash) over $1000.00.

Not to mention the other bad news...during the delivery & installation of my new washer, the crew damaged my hot water pipe and I had to shut off my water for 4 hours before the repair man could come to my house. (This happened on a Sunday morning!) Then, since it was both an emergency & a Sunday, the repairs cost me nearly $200.00.

I was going to purchase a new (all stainless steel) fridge, stove, and microwave this week. I've been saving up to purchase the items (cash) for my wife's birthday and was set on going back to Conn's, that is...before I got the email notification of the rebate (or lack thereof).

i will tell anybody and everybody don't buy ### from conn's. u all have the tendency to lie about the product that u sell.the sales people suck they don't no ### about what they are selling to you. broderick gilmore in the lufkin texas store is a good example of a sorry salesperson. brought a range for 299 and it total up to 719 dollars, how the hell is that. if u want what you pay for don't go to conns. they need to close all conn stores because they aint worth a ###.