BBB Business Review

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BBB Accredited Business since

Conns Appliance, Inc.

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Phone: (877) 358-1252 Fax: (409) 832-1637 View Additional Phone Numbers 4055 Technology Forest Blvd Suite 210, Spring, TX 77381 http://www.conns.com/


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Description

This company sells video, televisions, microwaves, and appliances.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Conns Appliance, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Conns Appliance, Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 1923 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

1923 complaints closed with BBB in last 3 years | 889 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 100
Billing/Collection Issues 244
Delivery Issues 75
Guarantee/Warranty Issues 126
Problems with Product/Service 1378
Total Closed Complaints 1923

Customer Reviews Summary Read customer reviews

3 Customer Reviews on Conns Appliance, Inc.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 3
Total Customer Reviews 3

Additional Information

BBB file opened: January 01, 1978 Business started: 01/01/1890 in TX Business incorporated: 08/26/1957 in TX
Business Management
Mr. Michael J. Poppe, EVP & Chief Operating Officer Mr. Theodore M. Wright, President, CEO & Chairman of the Board Ms. Kathryn James, Customer Relations Officer Mr. David Trahan, President of Retail
Contact Information
Principal: Mr. Tim Frank, CEO
Customer Contact: Ms. Kathryn James, Customer Relations Officer
Principal: Mr. Michael J. Poppe, EVP & Chief Operating Officer
Principal: Mr. Theodore M. Wright, President, CEO & Chairman of the Board
Business Category

APPLIANCES - MAJOR - DEALERS GENERAL MERCHANDISE-RETAIL TELEVISION & RADIO-DEALERS APPLIANCES - SMALL - SERVICE & REPAIR

Hours of Operation
M: 10:00 AM - 9:30 PM
T: 10:00 AM - 9:30 PM
W: 10:00 AM - 9:30 PM
Th: 10:00 AM - 9:30 PM
F: 10:00 AM - 9:30 PM
S: 9:00 AM - 9:30 PM
Su: 10:00 AM - 8:00 PM
Refund and Exchange Policy

Customer Service Helpdesk:
1-877-358-1252 
Sunday- Saturday, 8:00am to 10:00pm (CST)  
Website: http://www.conns.com
   
Additional Complaint Information     
Electronic Communications:  By communicating through the BBB's secured, automated complaint system, the customer AUTHORIZES Conn’s HomePlus to obtain and communicate the customer's personal account information and personal information to the customer and the BBB. 

The customer can log into their account to pay a bill online, report an issue, ask questions, view weekly ads, shop online, and look up local store locations by zip code.  

Customers may visit Conn's website to report a service issue by clicking on the following link or call the Customer Service Helpdesk at 1-877-358-1252.  http://www.conns.com/contacts

Credit Account Information and Payments     
To make a payment the customer can use the automated phone system 24 hours a day, 7 days a week with no convenience fee required.  Call 1-800-511-5750 or visit their website at http://www.conns.com/Pay_your_bill.

For billing questions call 1-877-358-1252 to speak with a customer service representative. 

Delivery Information   
For customers in local markets (parts of Texas, Louisiana, Oklahoma, Arizona and New Mexico), Conn's delivery team will deliver the customer's purchase to their home, remove the old unit and haul it away (excluding mattresses and furniture). This service may also include some basic unpacking and setup services (additional charges apply to product assembly as well as installation of dishwashers and air conditioning units). Delivery is offered seven days a week. Upon receiving a delivery, it is important for the customer to inspect their product to ensure it has been received in good order and condition.  Prior to the delivery team leaving, customers are asked to inspection their product and sign acknowledging they are satisfied with the conditions.     

Conn’s Product Repair Service 
To schedule a service call please contact us at 1-855-266-6349 (1-855-CONN FIX). 

Warranty coverage plans are Furnituregard, Repair Service Agreements and Replacement Plans and are offered on most of the products sold.  The coverage is effective during the term of the manufacturer’s warranty, and thereafter until the end of the agreement term; it does not replace the manufacturer’s warranty, but provides certain additional benefits during the term of the manufacturer’s warranty.  The coverage period starts on the date of purchase and expires on the date shown on the invoice.  A copy of the Terms and Conditions is given to each customer at the time of purchase.  

Additional Information
Pamphlet provided at the time of purchase includes information on Conn's Price Guarantee, Contact Information, and Conn’s Return and Exchange Policy.  This information can also be found online by clicking on the following links:
*  Price Guarantee  http://www.conns.com/price-guarantee 
*  Contact Us http://www.conns.com/contacts/
*  Conn’s Return and Exchange Policy    http://www.conns.com/returns-and-exchange/

Refund/Exchange Policy

14 days from the date the item is received for computers, computer equipment & accessories, camcorders, tablets, gaming systems and digital cameras.  There is a 15% restocking fee.

30 days for electronics, appliances and items not included in the 14 day exchange list above, or the No Return/Exchanges list below.  There is a 15% restocking fee.

The item(s) will be picked up by a Conn's delivery team, or products purchased via the website can be returned to the mailing address provided or your nearest Conn's location.

No Returns/Exchange Policy

No returns/exchanges on Furniture, Mattresses, Decor & Accessories unless inspected by a Conn's Service Technician and found to have a manufactures defect. Also on Window air conditioners, Mobile Smartphones, Mobile Prepaid Cards, any items purchased under a third party lease and/or rent-to-own plan, except for manufacturer's defects.  Any Beats by Dre products in store without a Conn's RPP plan. Customer will need to go through Beats customer service at 1-800-442-4000 for all Beats product-related issues.

Requirement for ALL Returns/Exchanges

Proof of Purchase.  Merchandise must be in new condition as determined by Conn's.  Merchandise must include original box, packaging, all manuals and accessories (value of missing items will be deducted from the credit amount) All free promotional items tied to the purchase must also be returned.  

Delivery and installation charges will not be refunded on any returns. A second delivery fee will be charged on all exchanged merchandise unless original merchandise fails within 24 hours of delivery or 72 hours if purchased with a Retail Service Agreement (RSA).

Shipping and handling is non-refundable on any return. The customer is responsible for all shipping charges and shall assume all risk of loss or damage to product while in transit to Conn's.  The customer must ship the items with an approved RA slip.  RA slips are valid 14 to 30 days as appropriate.

Alternate Business Names
Conn's Conn's HomePlus
Products & Services

Washers, electric and gas dryers, refrigerators, freezers, electric and gas ranges, microwave ovens, sofa, love seat, furniture and accessories, sectionals, laptops, tablet, desktop CPU, LCD TV's, LED TV's, Plasma TV's. Delivery in surrounding areas.  Installation on selected items. Repair Service Agreements, Furnituregard Plan, Product Replacement Plan on selected items, Financing Service on Product we sell.

Industry Tips
APPLIANCE REPAIR TIPS
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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.