Complaints

This profile includes complaints for Big Bob's Carpets's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Big Bob's Carpets has 3 locations, listed below.

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  Big Bob's Carpets

  3467 Highland Ave Cincinnati, OH 45213-2611

  
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  Big Bob's Carpets

  3819 Winston Ave Covington, KY 41015-1460

  
• 

  Big Bob's Carpets

  5225 Trabue Rd Columbus, OH 43228

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/13/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2021 I placed some carpet in the layaway plan that big Bob's provides. Unfortunately I became ill in 2021 ended up in Er being treated as a stroke patient, but was discharge, afterwards from 2021-present I have had 3 surgeries, which prohibited me from finishing
  my home improvement project. I am srill have tspinal procedure performed. Since 2021 I had paid $257 toward my layaway with this company. I was going to get the project done before spine surgery, I called to inquire about the gray carpet, a rude person addressed me about my inquiry told me that I would not be getting a refund after 4 years, that he had never seen anyone leave a item for 4 years. I told him he didnt know my situation and to stop shaming me if you weren't aware, I asked him about why they didnt issue me refund, he stated he would work with me on something and he would not ve refunding me what I had paid. He also stated that in the invoice it states they can return to stock in 90 days . I was looking right at receipt didnt say anything to that effect. I asked why didn't they call me. My number is on receipt. The reason I was calling was to pick with the project I had started in 2021 and finish it before the major surgery Im going to have.
  The gentlemen name was Aaron I believe but I felt so disrespected and humiliated by his insults, that I just hung up told him thank you for being so gracious.. i want my money back I paid down on fine silver carpet in March of 2021. A courtesy call as a reminder would have been nice. My phone number is on invoice. What i understand the previous store mgr Paul C****** is no longer working
  there, but it should not make a difference.
  I dont want to have any future dealings with big Bobs carpet. Taking someone's money and not calling or informing them of their actions was not good customer service. I have purchased things and had them installed by their installers. This was no way to treat a customer.

  Business Response

  Date: 06/16/2025

  Thank you for reaching out.
  First and foremost, we want to express our sincere sympathy for the health
  challenges you’ve experienced over the past several years. We truly hope things
  are improving for you.  Regarding your layaway, we understand the circumstances,
  but per our company policy, we’re unable to keep material on layaway for an
  extended period of four years.  You are welcome to reselect new carpeting,
  and we will gladly apply the balance paid toward your new purchase.  If
  you choose not to select new carpeting, we will issue a refund in the amount of
  $257. Refunds are processed within 14 business days.
  Please let us know how you
  would like to proceed, and we’ll be happy to assist you.

  Customer Answer

  Date: 06/16/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  
  I would prefer the refund, I did not like the way the representative treated me when inquiring about the layaway. I know it will not be comfortable me doing business with them in store.
  
  
  Regards,
  
  
  
  ***** *********
  
  

  Business Response

  Date: 06/17/2025

  Hello, 

  We will gladly issue a refund for the disputed amount of $257.  Please confirm your mailing address, and we will mail a refund check to your home.

  Mailing Address on file:  **** ********** **** ******* ** *****

  Thank you,

  Big Bob's Flooring Outlet

  Customer Answer

  Date: 06/18/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ***** *********