Conns HomePlus is a SCAM – Buyer Beware!!

Conn's HomePlus is a SCAM - Buyer Beware

Send complaint emails to: support@conns.zendesk.com

TWITTER: @connsinc

I looked up dozens of reviews before purchasing my Samsung Family Hub, but didn't check into reviews of Conns HomePlus. I'm not sure why. Maybe I was in a rush to buy my fancy new fridge (which turned out to be a huge piece of crap), or maybe I just trusted them because their commercials say they have the best customer service. Either way, now I'm left with a piece of junk $4,000 fridge and a bad taste in my mouth from Conns running a scam.

Last week, I spoke with Marc at the Mesa, Arizona location. I told him I was sold on the Samsung Family Hub if he could answer a few questions I had. If not, I was going to go with the 30 cubic foot LG refrigerator. It was less pricey, and didn't have the technology I wanted, but was a great size. Marc talked me into the Samsung Family Hub rather easily. My main question was the functionality of the ice maker. He assured me it made ten pounds of ice a day – twice as much as the LG, he said. Marc also told me about the technology on the Samsung Family Hub and I was eager to check it out.

My Samsung Family Hub was delivered on Sunday. The tech said it could take 24 hours or more for ice to start being made, so not to be concerned if it wasn't producing right away. When we hit the 24 hour mark, I tried to get some ice and none came out. I looked in the ice maker and there were three cubes. I was a bit worried, because we use a LOT of ice… but I remembered that he said to wait a little longer so I was trying to be patient. 48 hours in, it had made maybe a cup of ice. I called Conns HomePlus on Tuesday and they said Marc wasn't available so I'd need to call back the next day. I called today, Wednesday, and they said Marc wasn't available (he was with a customer) and I should call back. I kept calling back until he was available.

Send complaint emails to: support@conns.zendesk.com

I explained to Marc what the problem was, he directed me to his manager, Jeff Caldwell, who was very unprofessional. I explained my situation and that I wanted to exchange my fridge for the other model. He informed me I'd have to pay more than $600 as a “restocking fee” to do so. I understand restocking fees, and I reassured him I was fine with paying one – but not a $600+ one. I reminded him I was willing to spend $3,000 with their store on another refrigerator and he didn't seem to care. I told him I understood how things worked, and that I'd appreciate it if he would call someone – a supervisor perhaps – to see if there was any way we could get a discount on the restocking fee considering the circumstances. The salesman had lied to my face about one of the main features, and I called almost immediately to switch the models out. His response was “Oh, you know how things work? How long have you worked here?”

Excuse me? That's not how you talk to customers. I concluded my phone call with him – him being condescending the entire time – and I called the main customer service line.

Long story short, I spoke with several reps and got nowhere. I finally got to speak with a rep named Linda. She opened a support ticket (#554609) and said she'd help me get it resolved. I then posted on Facebook and Conns HomePlus contacted me through PM.

“Corporate” called me and said they were aware of my situation and, while she sounded like she was reading from a cue card, kept repeating that the restocking fee was nonrefundable, she wasn't going to waive it, she wasn't going to give me a discount, etc. Her name was Jacquaia, and she was extremely unprofessional as well.

I told Jacquaia I was not satisfied with that “resolution”, as she called it, but I would go ahead and return the refrigerator and get my money back – less the restocking fee. She said “it doesn't work like that. We have to send a tech out first.” – so she transferred me to a tech. Talked to the tech and he said that because I did not pay the $300+ for the Conns warranty, that I had to have a Samsung tech come out. “Transferred” me to Samsung and hung up on me. Calling back and getting ahold of Conns customer service is nearly impossible.

I'm now stuck with the refrigerator unless I can get ahold of someone to come pick it up. This was a large purchase, not one I would usually make, but I've worked so hard this year I put my faith in Conns and thought I would get a great refrigerator in exchange. I was wrong. Customer service is STILL telling me I need to get the refrigerator serviced first, which I can't do because NOBODY WILL CONNECT MY PHONE CALLS. I think this is their way of making sure I go past the time I'm allowed to return the refrigerator!

Dear Conns,

This is not how you treat customers, Conns HomePlus. I've learned that I should listen to Yelp reviews and shouldn't give the benefit of the doubt based on commercials. I've learned that $616 is worth losing a customer over. I've learned that you're out for a quick buck and nothing else.

HELP! Please tweet this, share it to your Facebook pages, let everyone know that Conns is scamming people and everyone should steer clear!

TWITTER: @connsinc

Conns HomePlus SCAM

Conns HomePlus SCAM

Send complaint emails to: support@conns.zendesk.com

Conns HomePlus SCAM

Conns HomePlus SCAM

Conns HomePlus SCAM

Conns HomePlus SCAM

Send complaint emails to: support@conns.zendesk.com