Conn's Home Plus
Reviews and Complaints

Customer Complaint:

JC Treadway & Annie Thedford-Treadway
1820 Green Gable Road
Terry, MS 39170

My husband and I began with the opening of individual accounts with your company. We have truly valued our experiences from the in store customer service in Jackson, Mississippi which were excellent. We as consumers are encouraged to select the best companies that fit our budgets and are worthy of valuing customers. During the first week when the furniture was brought into our home, the sofa bed was broken. The delivery guys noticed while setting up and decided to return it. They brought it back prior to it being broken stating that repairs were complete. The next following week the sofa was still broken. We invited family over for dinner when my brother had taken a seat and the entire sofa fell through. Imagine the embarrassment we felt. My husband generously completed the repair out of pocket himself.
The next event occurred after several months with making payments. It was explained to the both of us that we could make payments online on our account. For a couple of months I attempted to make the online payments and contacted the customer service online and gave them details of the issues that we were having to make payments. The online services were not working well because our contact information were incorrect. Well I proceeded to make the corrections every time I called. When I spoke to a customer service rep. I had to explain and I did and made payment as intended.
(It is extremely difficult to make payments over the phone because I myself works 8am to 5pm with six children that keep us extremely busy. This is why I requested the online payment information.)
It was explained to us that we entered into a 12 month same as cash plan. The details were not explained thoroughly. When we called in December 2018 to get a payoff. The customer service agent explained that we could not get the payoff for the same as cash for 12 months because there were late payments on the accounts. I called and called and informed several agents about having trouble making payments because the phone numbers and my birth date were incorrect, in which I corrected every time I talked with someone.
Along with my husband and I being held accountable for attempting to make payments correctly and on time. The dryer, the sofa bed, and refrigerator were all needing repairs where my husband were making them himself. In place of creating more hassles.
Which brings me to this last incident. Where I made a payment on this account over the phone with a live representative. On the next morning, I received another call from another agent who verifies that the payments were received the day before but had no idea what happened to the payment. Also, I updated that current information again, phone number, birthdate, etc… again.

It is unfair, that my husband and I must endure such careless business. We are very unhappy with the billing process along with giving out our personal information over the phone and with our personal account information for someone to say they have no idea where the payment was.
I have truly had enough. It is because my husband and I have spent well over the monies that were expected in this account. We would like to resolve this issue ASAP.
With all the faulty practices going on in businesses. What level of management would I need to proceed with some actions being taken moving forward before seeking legal counsel?

This is truly unfair and we have spent too much money with this company to deserve such awful services.

Rene Majano 6/26/2019

Service Claim was placed on March 12, 2019 and it is now June 26, 2019 and there has been absolutely no resolution to my service claim.
Claim # CX1513750-19B
I sent the pictures as requested at the start of the claim on March 13 and I have email confirmation of when the Technician showed up to my house to evaluate. A week or so went by and I called Conn's to find out about any update and I was told that they had not received the Techs report so pretty much if I hadn't called for an update nothing would have been followed up on and there was the first delay.
I have a queen and a full mattress that requires replacement because the springs are sunk in on both beds and the spring box on the full bed is broken but the service department supervisor LeAsia Reed makes it seem like I failed to report the problem when in actuality that's what I thought the Technician's job was to do! There have been many emails and phone calls with the customer service, service department and also the 3rd party repair company Fast furniture and no one has been able to correct this problem. Fast furniture just called me to confirm an appointment that was set up for the 28th but they made a mistake and set it up for the 27th even though they acknowledge there mistake if I wouldn't have corrected them they would have shown up and blamed me for not being at home which wouldn't be the first time that's happened. Fast furniture is not doing their job and Conn's service department is doing a worst job in correcting this problem. In all my phone conversations with Conn's Customer service to try to elevate this to someone that would be able to resolve it all they do is apologize for this situation and confirm that it definitely shouldn't take this long but that they are not part of the service department. So now 3 1/2 months later I'm still paying for broken beds that both my children have to sleep on all because Conn's keeps giving me the run around.
I will be filing a complaint with the BBB about this entire situation.

I purchased a Refrigerator from you all and Had a noise sound coming from it and called about it and 1st tech came out did Nothing! called back said that the tech that was sent did nothing . The Customer service rep said to me they would send out another tech. The other one came and also did nothing but he informed me that my ticket would remain open. He lied ! My warranty expired on 5/29/19 and today is 6/21/19 and they will Not help me . I would never buy anything from conn's ever again. I will let everyone I know as well NOT to .

Approved for loan, bought bed, 2 days later wanted a TV. Told sails person that total monthly payment needed be at or below a specific monthly amount. Sales person said not problem but would need to resign all documents with the TV included. Later found out they had me sign for a second loan that made my monthly payment way above what I wanted.

When I tried to setup a Conn's online portal, I could signup for online bill pay but could not review documents or payoff information on line. Talked to 6 people from Conn's web support and corporate office promised the moon but no follow through.

Hello,
My husband and I were Conn's customers and purchased a Sony TV on a payment plan. We have only had to TV for 3 years and the screen has gone out. We purchased the warranty for the TV but once we were done paying for it the warranty was out. Needless to say I am very disappointed that such an expensive product that your company sales would break down so quickly and we were told that you would not be able to help resolve this matter. I would really appreciate our help in resolving this issue . I was under the impression that you value you customers and this was not the way we were treated. We would like to have the TV replaced wit h your assistance. Thanks so much

Sincerely
Rochel and Corey Richardson
[protected]

My mom, purchased a washer from conn's on 2/4/2019, since then she had continued to contact conn's multiple times to advise that the washer is not working properly.
The washer is leaving small holes in the clothes and a film/residue - resulting in damaged clothes. It's damaging everyone's clothes, including her grandchildren that live with her that are having to wear the damaged clothing to school.

She has been reporting this issue over and over. One of the tech's that came out, andrew, even told her that since technically the washer is "working/running" he has to indicate that it is "working" although it is damaging the clothes... She showed him what it was doing to the clothes. He said that other customers have complained about the same thing but he has to mark down as "working." he agreed with the damaging of the clothes that the washer was causing.

Just recently, my mom called in again and she was that told someone had to come out 1 more time before anything else could be done. Someone is scheduled to come out on 4/29/19.

I contacted conn's on thursday 4/25 and a ticket was set up to have the request for an exchange reviewed. I asked that I be contact me directly since my mom is stressing on this whole situation. No one should have to have to deal over stress over a washer.

On saturday morning, 4/27, my mom forwarded me an email (attached) that conn's had sent her. I called the number on the email.

I spoke to serenity, who advised me that my mom accepted the 4/29 appointment and a technician has to come out 3 times before they can do an exchange and the technician would have to indicate that it is un-repairable.

I asked to be transferred to a manager. I was transferred to a service manager. I spoke to alicia. She said that we would have to continue with the service request. She said my mom should receive a phone call on 4/29 between 8-10am with a timeframe of the appointment. She said this was out of her hands. She also explained that when the technician comes out if they indicate it is non-repairable then they can submit for an exchange. During my conversation with alicia she continued to say she couldn't hear me, so I asked her to write my number down and call me back if our call was disconnected... It sounded as if she was trying to find a reason to disconnect the call.

I asked to be transferred to her manager. I spoke to jimmy. I again, explained the entire situation... He went on to explain the manufacturer warranty. I explained that all we are asking is for conn's is to do the right thing and exchange the washer. My mom has been put through enough with this situation. Our call was disconnected... After 10 minutes I received a call back. Jimmy indicated he accidently hit the power button which disconnected the call. At this time I just asked for a phone number to corporate and an email. I was directed to the same # I had already called: 1-877-358-1252 option 3.

I called "corporate" at 1-877-358-1252 option 3 and spoke to representative you provided me this email address of support@conns. Zendesk.com

During the conversations with the representatives above it continued to be brought up that its been 2 months... And I continued to remind them that my mom had been bring this up to them for 2 months with no resolution.

They talked about the manufacturer warranty and steps that need to be taken, but all we are requesting is that conn's do the right thing and the fair thing. Today, not 1 or your representatives showed empathy or provided any customer service.

Conn's is a big company and willing to have bad/negative feedback on the media/social media and lose business rather than exchange a washer?! I find that ridiculous.

I explained to the representatives that we have a pending appointment with the new station that will be coming out to record a washing in a washer that conn's sold to my mother from beginning to end and they can air on television for all to see what you all are selling to people. I also will be sharing our experience with social media if this does not get resolved asap. All we are asking is this be resolved asap.

Please, do the right thing and exchange the washer.
Online I see you have:
Ge 4.2 doe cu ft stainless steel capacity washer
This is what she was looking for originally, however, of course the sales person pushed/convinced her into the more expensive newer type of washer.

Please contact me.
This is what I sent conn's and have not heard a response. They were supposed to send out a tech to a scheduled appointment yesterday and the tech never showed.

Thank you,
Connie parra
[protected]

The salesperson talk me into getting all this insurance on a tv, well I went to pay off the tv within 90 days, I thought the balance was $900.00, it ended up being over $2400.00 to pay off with all that dam insurance he pushed on me the, tv was $1200 dollars, I am so pissed, never again, they have the correct name (conn artist) it is a dam con pure rip off..

When we purchased our faux leather furniture around Dec of 2015, the salesman at Conn's in Webster, TX stated, specifically, that peeling/cracking of the surface of the furniture would be covered. Sure enough, within 2 years it started peeling and the back of the sofa had an issue as well. We set up an appointment for repair. The tech fixed the back of the couch, but repairs for the peeling pleather were denied. The technician did state that, "those salesmen will say anything to make a sale". If that's the case, the salesman should be held accountable. Since then, the furniture has gotten so ugly that it would almost not be worth repairing. We've paid off financed Conn's furniture in the past and paid off referenced account early. We WERE customers, but never again. The furniture covering is clearly defective but Conn's wouldn't repair it as they clearly should have. If you still won't honor the warranty, you've lost good customers forever.
Adam Spencer, Sr. [protected]. [protected]@comcast.net

We bought a washer dryer and a fridge.
I only financed the fridge it, I had a 12 month no interest coupon that I used I left with my bill being a little over $1100. I come in the next month to make a payment it's almost $1800 now because they added insurance. Even though we had 30 days to send our proof in. Another month has passed and i'm still dealing with the insurance issue. The manager is no help and said idk why it's on there I wasn't here the day of the purchase. He has offered 0 help and said there's nothing they can do here for me. Even though I purchased at this location. Now i'm stuck on hold waiting for someone to pick the line up. I'm highly disappointed in this and completely regret giving this location another chance after being screwed over on my computer purchase. Once this is paid off I will not be coming back or reccomend this place to anyone since I can't seem to receive any help and conns is not here for the customers! Like their paper says "we're committed to being there for you before, during, and after the sale." what a joke!

After the fridge was delivered, I read in the manual that the fridge had to be leveled however the delivery was already completed so I wrote on the survey that this was not done upon completion of the delivery. I was called a few hours later by a manager "I suppose" asking me that if I was going to be home so they could send a technician to level the refrigerator (another issue I told him was that, because that fridge wasn't leveled the right door was opening too harshly and seemed that it would damage the hinge" thereby negating the warranty. again the manager assured me that that would be taken care of. well, I waited all weekend and to this day I never heard from Conn's again. Now another thing has emerged... there seems to be noise from the back of the fridge when the fan kicks in. Now I am very disatisfied with not only the product but the service.
I will copy this same complaint Registration Form and am sending it to LG's corporate headquarters addressed to CEO of LG USA: Seog-Jin Jo. by now I just want to return this item and purchase a Whirlpool from Home Depot.

I purchased a furniture sofa set in may of 2018. I filed a claim in december 2018 to repair my couch.in december 2018, they sent out an employee to take measurements. That was the last time I heard from them.

Fast forward to march of 2019, I called the conn's furniture service department in my area. Webster, tx store #266. I was told parts were ordered. Nobody told me these parts would be shipped to my home address and that I would have to call them to set up a repair appointment. 3 days later, I received what appeared to be packaging and foam wrapped in tape from somebody we did not know. My wife tore through the foam looking for something and eventually threw it out. 2 days later, my wife received an email stating the "part" had been delivered or would be delivered soon. Are you kidding me!? Now I get notified!?

Because of the lack of communication of the behalf of conn's furniture service department, they ordered and sent a part without communicating to the customer after 4 months of last contact.

"part" was thrown away because it looked like a piece of packaging. Long story short, melissa our service manager laughed when she heard this and treated this with the highest unprofessional disregard for how we felt and informed us we were now responsible to order the part ourselves.

I will never be doing business with conn's ever again because of this treatment.

That's a complete shame conn's customer service skills and communication to their customers is less than par. Shame on you!

I purchased an extended warranty, some joke that is. I have spoken to several people since 12-2018, I have had a service tech out 3 different times only for my appliances to still not be repaired. Yesterday the servive technician came out to my house to repair my gas stove now my house smells like gas. I spoke with melody rep I'd # 45325 who stated that she would have claudia the Sr manager call me back in 45 min. That did not happen
I called back and spoke to Diana 36429 who said that claudia came in late to work today . She said that I need to read my service contract because I am not qualified to get a new appliance . This has been over 2 months of hell and no end in sight . Highly disappointed that I ever did business with such an unethical non customer service oriented company!

In December 2018 a 65 inch TV was bought at Conns Home Plus, It was damage by failing off a TV stand. The design support legs is a poor design. When stepping on the floor from one step the TV fail. I was advise by Conns it well not pay for the damage as Conns insurance does not support the phyasical damage. Howevery a isurance contract was bought at the store with MY understanding that the item will be cover. If I hand known that the insurance only cover for
electrical failure I whould not have bought the extra insurance as the TV was covered by the factory for any electrical failures I contact the factory. The factory is willing to replace the TV but it need the contract form Conns. Conns has not provide me a copy of that contract. In fact when I contact Conns of the issue I got a run around and I am being block in trying to get in my account because they are not allowing my e-mail to be accepted by their system

I have living furniture I have asked 20 times for them to come out and fix and has not been done to thei day. My recliner back is broke and set sideways. My couch one cousin has springs coming out of bottoms and sink in and other side will not recline and the love set both coshionsnhave sages in. have not made payments in my account due to this and now trying to put in my credit and this is not wright due to y'all not holding up to your agreement to fix my furniture. I do not mind paying but do need my furniture fixed .

I review my credit regularly.
I noticed my points had fallen 25 points and my balance increased $72.00 for my Conn's account.
I proceeded to contact Conn's and gentleman who assisted me had to contact Customer Service as he did not see any evidence of account being in arrears or behind.
Customer Service didn't even take the time to speak with me, yet had him inform me that late payment charges immediately after Hurricane Harvey were being assessed to my account!
I was laid off due to the disaster and was unable to pay, however, agreed to make 3 monthly payments to catch the account up and even provided predated checks!
Conn's DID NOT even communicate their intentions, yet hit me with late charges and it dropped my credit points!
I paid the $72.00 and will NEVER use Conn's again.
This is unethical business practice as their representatives enter into agreements with customers that Conn's has no intention of honoring.
Lost a Customer for life.
Thieves!

Conns is harassing me to make a payment when I no longer have an account. Bought a tv and paid for it back in May 2018 and they have called and sent e mails trying to collect when I owe them nothing. In addition to harassing calls employees asked for my social security number over the phone. I was put on hold and talked to 6 different people and this harassment has not stopped. I have contacted the better business bureau and will file official complaint with them. I also have two checks that were mailed to me for overpayment on the t.v. I purchased.absolutely the worst experience I have ever had with any company. Conns should be held accountable for their sorry practice

I have been making my payments on time since I had credit with Conn's and just recently about a few months ago, I turned my credit cards over to Debthelper and I pay them once a month to pay those bills including Conn's. I've had no problems paying my bills on time because I believe in doing the right thing and also keeping my credit right. Now all of a sudden my credit score has dropped tremendously because of Conn's. And if you check your history with my older account with Conn's, you should that I paid them off before time so that should tell you something there. So this isn't fair and if necessary I will contact my attorney to pursue further.

Thank you.
Rose Kirkpatrick

I purchased my stove from you all a couple of years ago and I almost immediately started having problems with it. The stovetop have had to be replaced, the electrical have had to be addressed, and now the oven locking mechanism has been worked on.

This passed THANKSGIVING 2018 I was unable to prepare my dinner for my family due to the oven being locked and unable to open.

I am a very disappointed customer who feels that her concern is not being taken seriously. The safest thing to do at this point would be to replace the stove. This is a situation that cause great harm to my family with carbon monoxide poisoning.