Complaints

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

close

Find a Location

Big Sandy Superstore has 26 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Big Sandy Superstore

  8375 Gallia Pike Franklin Furnace, OH 45629-8989

  
• 

  Big Sandy Superstore

  45 County Road 407 South Point, OH 45680-8987

  
• 

  Big Sandy Superstore

  7800 Montgomery Rd Unit 210 Blue Ash, OH 45236

  
• 

  Big Sandy Superstore

  1000 Liberty Park Dr Hurricane, WV 25526

  
• 

  Big Sandy Superstore

  1404 N Bridge St Chillicothe, OH 45601

  

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:06/21/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Purchased a couch in July 2023, first contacted the business in April 2024 because the couch wouldn’t stay connected due to an error in assembly and due to feathers within the couch coming out indicating there was a defect in construction.
  
  Big Sandy repaired the couch by replacing the connection points on the couch, sewing up the defective parts, and putting feathers back into the couch.
  
  After this was done, the feathers continued to come out, I contacted Big Sandy and they replaced the couch cushions.
  
  Feathers continued to leak and the couches began migrating away from the couch and would slide off. I contacted Big Sandy a third time and they sent someone to look at it who said there’s nothing they can do to fix the defects.
  
  It took 6 weeks or more to address each issue I bought up and I’ve contacted if Sandy 5 times which is why I’m only now asking for BBB’s help.

  Business Response

  Date: 06/27/2025

  Dear Mediator,
  We apologize but this is common for any Manufacturer who uses down feathers in their product.  This is not considered a defect and nothing can be done to keep the feathers from coming out.

  Customer Answer

  Date: 06/28/2025

  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.

  
  

  
  

  Big Sandy will not replace or refund us the money for the couch. Work orders began on this couch when it was less than a year old. It is now just shy of 2 years old and has had at least 6 work orders. When parts are ordered, it takes 6-8 weeks for them to come in and then a couple more weeks for a tech to come to our home. The technicians have stated that the couch is beyond repair but the management will not agree to replace or refund us. The couch continues to deteriorate and looks awful. It appears many years older than 2. The cushions are sagging and migrating off the couch and feathers continue to poke us and come out consistently. 
  The management has been unkind and not understanding of the situation. At one point the manager even spoke poorly of me to the tech who was speaker phone in my home. She was corrected by the tech to stop. 
  We would like a refund for the couch so we can purchase from another company. Big Sandy has been unprofessional and has not put the customers first. 

  
  Regards,
  
  
  
  ***** ******
  
  

  Business Response

  Date: 07/07/2025

  Dear Mediator,
  There have been multiple appointments for the same issues of feather migration, and there is nothing that a technician can do.
  
  As previously mentioned, this is not considered to be a defect, and the extended warranty company did not approve an exchange when the technician advised that the customer wanted the sectional replaced.

  Customer Answer

  Date: 07/08/2025

  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.

  
  

  The couch is barely 2 years old and looks and feels if it is much older than that. I refuse to accept that a couch that we paid over $4000 should look this way and the company continues stands behind the quality of this couch. This couch will not last 5 years and we will continue to make warranty claims due to the poor quality. We have to flip these cushions almost daily so that we are not sinking and hitting the frame of the couch.  This is not just an issue with feather migration, but the quality of the bottom cushions as well. The cushions have already been replaced once and within a month, began to sink. This is a matter of poor quality and craftsmanship and I’m disappointed that Big Sandy is ok with selling this type of product to their customers and is refusing to do the right thing
  

  
  
  
  Regards,
  
  
  
  ***** ******
  
  

• Initial Complaint

  Date:06/19/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  I have a refrigerator I purchased as a result of one before tearing up . I paid extra to upgrade to a better one thinking it would last longer . I bought this one June 4th of 2024 . In may 2025 this one broke . I lost all of my food and my insulin . Called and they sent someone out may 28th . They came out June 3rd ordered parts said it was a switch and compressor . Suppose yo have came out June 10th they canceled . Came back out on Friday June 13th . Replaces switch said he wasn’t going to replace compressor to give the switch 24 hours . Didn’t work so I called back . Came back out June 17th replaced compressor that he had before but chose not to put on . Didn’t fix it so I have been calling to try to get it replaced since it can’t have another compressor put in due to fact the tech said there wasn’t enough room to ever put in another one . Called and spoke with manager John he said it sometimes takes a week to hear from manufacturer of what to do if they will replace it . Said he should hear back from them but I’m tired of getting the run a round . Big Sandy sold me the fridge , sold me the extra extended warranty but yet they have to ask someone else to replace it . It’s been a month of now of not having a refrigerator . I have had to reschedule vacations , no way to keep food or water cold . I paid over 1500 for this and an extra 500 warrany for it to last few days shy of fridge . We live not close so they only come to this area once a week so the longer they take the longer weeks I wait . This is my 4th fridge from them and everyone has tore up .

  Business Response

  Date: 06/26/2025

  Dear Mediator,
  The Service Technician called the Manufacturer techline while he was at the customer's home on 6/25/25. 
  
  Please be advised that this is in Manufacturer warranty, and they are still reviewing the claim. 

• Initial Complaint

  Date:06/18/2025

  Type:Product 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.

  Date purchase: 5.25.25
  Date delivered: 6.6.25
  
  Amount: $3,399.99
  
  Issue: purchased mattress, upon delivery the bed did not fully rise, resulting in mattress dipping in lot middle. Contact support started a claim next day on 6.7.25. Today 6.18.25 they have made the decision to only provide a return with in store credit of only $3,049.00. Upon talking with them they will not honor the 30 day sleep guarantee and will not allow the difference of a less expensive mattress to be combined with any other items resulting in loss of money and keeping the same amount owed.
  Company is not standing by their guarantee and is stealing from their customers who are blue collar and not rich - if we were we would not be going to big sandy.

  Business Response

  Date: 06/19/2025

  Dear Mediator,
  
  Please be advised that the Service Department made the offer of keeping the existing mattress as is with a store credit of $3,049 OR exchanging for the mattress with the full credit paid of $3,399.99. (see attached text)
  
  The exchange is scheduled for 6/21/25, and the customer was given the credit of $3,399.99. (see attached credit memo and new invoice)

  Customer Answer

  Date: 06/20/2025

  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.

  Looking into the fine print there was no way around this settlement. 
  
  
  
  Regards,
  
  
  
  ******* ******
  
  

• Initial Complaint

  Date:06/11/2025

  Type:Product 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.

  We bought a bed May 24. It was delivered June 7. The delivery guys left we noticed a crack in the side rail and some scuffs on the headboard. They forgot our free sheets and pillow, came back to deliver those. We called our salesperson and have a work order for someone to assess the damages. After sleeping in bed over weekend and this week we have decided we no longer want the bed or mattress. We are having to wake up in middle of night to go to our old bed because the new bed hurts our back so much. Our receipt says returns are available 3 days after delivery. Monday June 9 was the 3rd day and we called the store to start the refund process. Our salesperson was on vacation and we spoke to someone else. My husband called first around 10:30 Monday and asked to speak to a manager a lady got on phone and was very rude and short and said they do not do returns only exchanges and that we would have to use our own vehicles to bring the items back but that we had to keep the bed for 30 days to see if we end up liking it. He ended up hanging up on her. I called around 2 that same day, asked to speak to a manager. They were with another customer and would call me back. After a few hours I called back to speak to manager because no one has called me back yet. The gentleman said that only 3 people was working and that he was the only manager working and he was an appliance manager and couldn’t really help me to wait til Friday when my salesperson came back or to call corporate. Which raises the question, was the girl portraying she’s was a manger and actually a salesperson. We feel that they are delaying us on purpose to void any warranty or time available to return. This is not the first run around with this store. We bought a dishwasher awhile ago “new out of box” when we got home water had leaked out all over my car and when we called the store again they were on vacation. We have spoke to corporate and they also wasn’t much help and only want us to exchange.

  Customer Answer

  Date: 06/13/2025

  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,
  
  
  
  ****** *******
  

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Date of transaction: 2/18/2025
  Amount of transaction: $4,592.16
  
  1st Range Hood damaged during installation by vendor's outsourced delivery company; 2nd Range Hood damaged upon delivery and delivery was not accepted by customer.
  Wall and Range damaged by vendor's outsourced delivery company that in my opinion lacks skill and/or training.
  
  On 6/10/2025 **** ******, *** Sales Manager, told me he only had the power to issue CREDIT for install of vent hood in the amount of $150 and I would receive copy of CREDIT via email by end of day. I did NOT receive that CREDIT. *** ****** indicated he had to contact Travis for any additional CREDIT, due to four deliveries so far and damage mounting. Also, **** committed to order the 3rd Range Hood and start a claim for damage to our home's wall. I sent *** ****** all the photos he requested.
  
  I continue receiving texts from the vendor's Artificial Intelligence (AI) that contain misinformation. When I've called Big Sandy Superstore - Service I am placed on hold by an agent, disconnected, returning to a phone queue and waiting for over an hour again. Also, they have blind scheduled.
  
  The delivery company has been to our home four times, causing damage to our personal property and real property. I want the Range repair done by a real appliance repair company, NOT by the vendor's outsourced delivery company. I want installation of the 3rd Range Hood done by a real appliance install company, NOT by the vendor's outsourced delivery company.
  
  In my opinion, this entire purchase/delivery/installation has been carried out clumsily and incompetently by Big Sandy Superstore and its agents. I did nothing wrong and none of this mess is my fault.
  
  The business has tried, but failed to resolve the aforementioned issues, along with other issues not referenced in this communication. These issues include but are not limited to being given misinformation on multiple occasions by the salesperson and failure to level the Range upon installation.

  Business Response

  Date: 06/17/2025

  Dear Mediator,
  Big Sandy is working to ensure that issues are resolved.
  
  The vent-hood installation fee of $161.69 was refunded from Big Sandy on 6/10/25, but would typically not reflect as being available on the credit card / bank account for 3-5 business days.
  
  The property damage report was filed with the Delivery company, and they will contact the customer to resolve those issues.
  
  An appliance installation company was contacted to assist with the vent hood installation and with resolution of the range issues. They will schedule the appointment with the customer.
  
  
  In addition and for clarification, all customer service calls are routed through our Call Center. We apologize for any delays or issues from where the customer called in.

  Business Response

  Date: 06/17/2025

  Dear Mediator,
  Big Sandy is working to ensure that issues are resolved.
  
  The vent-hood installation fee of $161.69 was refunded from Big Sandy on 6/10/25, but would typically not reflect as being available on the credit card / bank account for 3-5 business days.
  
  The property damage report was filed with the Delivery company, and they will contact the customer to resolve those issues.
  
  An appliance installation company was contacted to assist with the vent hood installation and with resolution of the range issues. They will schedule the appointment with the customer.
  
  
  In addition and for clarification, all customer service calls are routed through our Call Center. We apologize for any delays or issues from where the customer called in.

  Customer Answer

  Date: 06/24/2025

  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.

  
  

  
  
  Big Sandy Superstore has not yet addressed the issues of this dispute as follows:

   - Failure to provide an estimated date of arrival into their warehouse of the 3rd ** Range Hood that is to be installed by ****** ********* ************ (***).

   - Failure to provide an estimated date to repair my ** Range that was damaged by *** ********* *** that is an agent of the store. This is dependent on ***** installation of the 3rd Range Hood, which will take place at the same time.

   - I spoke with Travis H*********, Store Manager, on Sunday, June 22. During that call he committed to go to his boss, communicating my request for some sort of credit for the four days I've taken off work so far to deal with challenges caused by the store and/or its agents. I have not heard back from Mr. H*********. This credit would be separate from the $161.69 they refunded for the vent-hood installation that was attempted twice, both times resulting in damage to my personal property (** Range) and/or real property (wall beneath Range Hood).

   

  I spoke with **** ******, *** Appliance Manager, today. He committed to provide an estimated date of arrival on the 3rd ** Range Hood no later than the end of this week. Also, I asked if Mr. H********* had consulted the "Big Sandy Gods," regarding a CREDIT for all of the inconvenience caused by their company, but he did not seem to have any update.
  
  
  Regards,
  
  
  
  ***** *****
  
  

  Customer Answer

  Date: 06/24/2025

  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.

  
  

  
  

  (PLEASE TYPE YOUR REASONS HERE)
  
  Big Sandy Superstore has not yet addressed the issues of this dispute as follows:

   - Failure to provide an estimated date of arrival into their warehouse of the 3rd GE Range Hood that is to be installed by Custom Appliance Installation (CAI).

   - Failure to provide an estimated date to repair my GE Range that was damaged by CJG Logistics LLC that is an agent of the store. This is dependent on CAI's installation of the 3rd Range Hood, which will take place at the same time.

   - I spoke with T***** H*********, Store Manager, on Sunday, June 22. During that call he committed to go to his boss, communicating my request for some sort of credit for the four days I've taken off work so far to deal with challenges caused by the store and/or its agents. I have not heard back from Mr. H*********. This credit would be separate from the $161.69 they refunded for the vent-hood installation that was attempted twice, both times resulting in damage to my personal property (GE Range) and/or real property (wall beneath Range Hood).

   

  I spoke with G*** H****** A&E Appliance Manager, today. He committed to provide an estimated date of arrival on the 3rd GE Range Hood no later than the end of this week. Also, I asked if Mr. H********* had consulted the "Big Sandy Gods," regarding a CREDIT for all of the inconvenience caused by their company, but he did not seem to have any update.
  
  
  Regards,
  
  
  
  ***** *****
  
  

• Initial Complaint

  Date:06/09/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  I was having knee replacement surgery on May 6th, 2025. I went to Big Sandy's to purchase an adjustable bed to help with the healing process and needed a new bed. I went on May 1, 2025 and dealt with Hunter L**** the salesperson (L***********). Picked out the bed after going back and forth between the split king and a queen.. Attached you will see most of the conversations that were said. After the VM from David J**** I called back and told him to have Jake the manager go up the food chain due to smoke and screens from them to eat the restocking fee. He said he would and that was the last time I heard from them. I have the screen shots from the message threads but the file and picture that would help are to big to send. Also part of this was financed through ********* Bank per their request and Jake assured me that I would not have to make the first or any payments because he would take care of it. The first payment is due June 6, 2025 which I already missed based on them... Please let me know how I can send you the message threads and info you requested. I cannot get them down to 5mb..

  Business Response

  Date: 06/13/2025

  Dear Mediator,
  
  With the purchase of the mattresses and the adjustable bases, the customer was made aware of our bedding policy. (See attached)
  
  The mattresses qualified for a comfort exchange after the customer tried them in her home for 30 days, but the personal items including the adjustable bases were not eligible for a return.
  
  The store was going to allow an early comfort exchange, before the 30 days had expired, but the customer decided she wanted to return.
  
  The store agreed to allow the return with a 30% restocking fee and a delivery fee to send the contracted delivery company back to her home.
  
  We apologize for any discontent and discomfort, but as previously mentioned Big Sandy was going outside of policy to allow that return.
  
  In regard to the financing and any sort of refund, please be advised that refunds will not be provided to customers/ financing companies until a return is completed and the merchandise is checked back into Big Sandy inventory.

  Customer Answer

  Date: 06/14/2025

  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.

  
  

  As stated in the previous complaint.  I was in contact with Big Sandys the 2 days after the delivery with the problem with the mattress and the reason for the return.  After the sales associate talked with management they agreed to waive the 30 days and take care of the situation before the 30 days was up.  They also said that they would cancel the financed part and that I would not have to make a payment to them.  Well here were are five weeks later and they keep passing the buck.  They suggested trying a new mattress but with the way they were dragging it along made no sense to get a new mattress (remind you I had just had surgery also and still am trying to recover from it, this mattress does not help.) I was not going to go through that again with them.  What there contract says and the conversation between Jake one of the managers was going to get this taken care of over 4 weeks ago.  Well here we are.  I also Jake was very misleading saying one thing and then not following through, along with David J***** and Hunter L****.  I also requested that due to them not following through with the pickup when they said it would be as also cause some pain and discomfort which they stated they understood.  As I have stated with them due to that I believe they should waive the 30% fee and part ways, so that I can get on with healing and find a more reputable company that cares about their customers.  They did reach out and want to come and get the bed and a refund would take 1 to 2 months to process.  That would mean in the meantime I would still have to pay for a bed that I no longer would have.  They wanted their money upfront before the bed was delivered and I would like the ********* Bank Loan closed and reimbursed before the bed it picked up.  I talked to a Cortland the other day and told her to take this up the  food chain.  She said she would call back but that has been days ago.  So here we are still in a bed when I can sleep in it.  I have been forced to bounce between this bed, couch and chair just to get some comfort.  The stress of all this is also affecting my health and do not appreciated them dragging this out longer then it needs to be.  I understand the contract but I also understand they agreeing to something else.  

  
  
  
  
  
  Regards,
  
  
  
  ****** *****
  
  

  Business Response

  Date: 06/24/2025

  Dear Mediator,

  The mattress was delivered on 5/6/25.
  On 5/13/25, well before the 30 day trial period was up, the customer was given permission to exchange the mattress and was asked when she was coming in to reselect.
  
  The next week, the customer decided to return, which resulted in the restocking fee charge.
  
  The delivery date for the product return on 6/10/25 was cancelled by the customer due to the expectation that a refund could be given before the return.
  
  For any refund, as previously mentioned, merchandise has to be returned before a refund can be processed.
  
  With financing, customers are advised that it could take 1 - 2 billing cycles for a refund to reflect on a paper statement, depending on the day of the month that the bill is processed.

• Initial Complaint

  Date:06/06/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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.

  Big sandy outlet. ******** **
  The employee that helped me while I was in store, Starr, called me thirty minutes after we left telling me she messed up the paperwork, and I would need to be refinanced for more than the agreement that I signed in the store. I had already signed all agreements, got approved for financing, ran my card for initial payment, got everything set up for automatic weekly withdrawal, signed and initialed multiple times on multiple different pieces of paper for everything, made copies, etc.
  I told her I was not interested in doing another contract, was not comfortable doing anything like that, and I wanted to stick to the one we had JUST done in the store.
  I spoke to the manager, Garrett, on Monday and he did not know what his sales person had done and kept trying to get me to help him figure it out. I told him I had no idea what was going on or what they were trying to do but this was very frustrating and completely unprofessional!
  Garrett was yelling and cussing at me, trying to bully me and illegally coerce me into canceling the valid contract that I have copies of in my possession.
  
  I want the company to take responsibility for their employees actions and uphold their obligation to the valid contract that I signed in store. Their employees were trying to bully me into cancelling a valid and legally binding contract. I think they continued to cancel without any verbal agreement or signature. That is illegal in itself!
  Their employees negligence or mistake is none of my responsibility whatsoever and they have treated me terribly for their own employee’s mistake!

  Business Response

  Date: 06/10/2025

  Dear Mediator,
  
  Please accept this response to the complaint, based upon our review of the situation.
  
  We apologize for the error that the store made on 5/31/25 and that the credit paperwork was written for the wrong amount.
  
  On 5/10/25, the customer was notified of the exchange approval and that the exchange credit from the extended warranty company was for 50% of the original retail price. (Audio attached) 
  
  Due to the fact that the customer was notified prior to entering the store, the paperwork would have to be corrected to proceed.
  
  In addition, please be advised that although the Manager spoke loudly to the customer to get her to listen, he didn't curse.

  Customer Answer

  Date: 06/10/2025

  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.

  
  

  
  The fact that the employee made a mistake is not my responsibility. 
  

  We had a signed contact and an initial first payment started. 
  The company cancelled the contract without any signature or agreement from me, which is illegal. I did not agree to cancel the contract. 
  The company is responsible to uphold the contract whether their employee made a mistake or not it is not my problem. 
  The manager was incredibly rude. He did cuss and yell at me and did not return my call or have his boss who he supposedly spoke to regarding the issue call me back like he said he would, either. 
  Nothing has been resolved. I would like for the company to adhere to the original contract especially after how I was treated by the manger. I spent hours in the store, I signed  contract, I started a financial agreement, I made an initial payment, set up weekly withdrawal, and then they call me 30-45 minutes after I leave the store because their employees are incapable of doing their jobs correctly they took it upon themselves to illegally cancel the contact without my approval, signature, or consent. 
  
  
  Regards,
  
  
  
  *** ******
  
  

  Business Response

  Date: 06/11/2025

  See attached documents

  Customer Answer

  Date: 06/11/2025

  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.

  They have not reached out or done anything to rectify the situation they have created. They illegally cancelled the contract without any signature or consent from me. There is clearly some shady business practices in place at this location. 
  I want the company to adhere to the original contract that was obtained and signed while I was in the store for hours with plenty of time to catch any mistakes before contract was signed on Saturday May 31, 2025. 

  
  
  Regards,
  
  
  
  *** ******
  
  

• Initial Complaint

  Date:06/04/2025

  Type:Product 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.

  I purchased a washer and dryer in January 2024. The washer has developed scrud in the tub. I think the design of the washer pulsator cap allows most (if not all) of the scrud through to the inside of the tub. But from research, I think the main problem is that the drain hose was too far down in the standpipe which causes scrud to siphon back up. The hose was too far down because it wasn't secured when it was installed. The installation was performed by Big Sandy. They have denied my request for an exchange/store credit.

  Customer Answer

  Date: 06/04/2025

  I forgot to add in the original complaint that I purchased the 5-year extended service plan from Big Sandy. The tech came Monday (06-02-25) and said this is normal. It is absolutely not normal for scrud to come in the washer tub. Also, I have run multiple tub clean cycles with multiple products. 

  Business Response

  Date: 06/09/2025

  Dear Mediator,
  
  Big Sandy follows the Manufacturer guidelines over what is considered a defect.  The owner's manual provides instructions for the customer to know how to clean and remove any mineral buildup (see attachments).

  If the customer would like to call the Manufacturer, the phone number for ** is ###-###-####.

  Customer Answer

  Date: 06/09/2025

  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.

  
  

  
  

  The tub was cleaned before this happened as well as after. This was installed (by Big Sandy) without the drain hose being secured so the drain hose was too far in the standpipe. This causes a siphoning effect. The washer cap itself had three openings that allowed the scrud to easily come back in the tub.

  
  
  
  
  Regards,
  
  
  
  ***** ******
  
  

  Business Response

  Date: 06/17/2025

  Dear Mediator,
  Per a Service Manager, this is not a defect and is not due to the drain hose being in too far.  The pump has a backfill flap to prevent that.
  
  Also, once a drain hose gets low enough, gravity naturally takes over and water runs out, not in.

  Customer Answer

  Date: 06/18/2025

  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 believe this an excuse for poor installation. I had to get rid of the washer. The least this company could do is refund what I paid for the extended service plan.
  
  
  
  
  Regards,
  
  
  
  ***** ******
  
  

  Business Response

  Date: 06/26/2025

  Dear Mediator,
  Big Sandy will refund the extended service plan.
  
  The customer will be contacted to verify the correct mailing address for the check.

  Customer Answer

  Date: 07/01/2025

  Better Business Bureau:
  
  
  
  I accept the refund of the cost of the extended service plan. I have not been contacted for my address yet.
  
  
  
  Regards,
  
  
  
  ***** ******
  

• Initial Complaint

  Date:06/03/2025

  Type:Product 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.

  I bought this item didn't have it a week developed problem with squeaks and recliner leaning toward left side called before 2 weeks were up took two weeks to come look at it and took 4 weeks to get part to replace frame. Had the same problem contacted them right away took 2 weeks to come look at it and they stuffed foam in the seat as a patch. this has been on going problem for 2 months still not solved not getting any kind of results from big sandy's paid 500 dollars for 5 year warranty and still not fixed want it replaced with one with no problems. I had the same problem with a mattress that I purchased and no fix there either. They are by far the worst company I have ever dealt with. I worked as manager in retail before if I would have ever treated a customer with this disrespect i would have been fired. I hope you can reach them i can't thank you for your time.

  Business Response

  Date: 06/05/2025

  Dear Mediator,
  Since the Manufacturer warranty is a repair warranty, a request was submitted to the Manufacturer to review the claim. From that, the Manufacturer approved an exchange.
  
  The store will contact the customer to work out the details of that exchange.

  Customer Answer

  Date: 06/07/2025

  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,
  
  
  
  ******* *****
  

• Initial Complaint

  Date:05/28/2025

  Type:Product 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.

  I ordered a living room set from Big Sandy containing two 3 seat couches (reclining), and 2 single recliners.
  
  The order was delivered on 12/18/2024.
  
  I had an issue with with one of the 3 seat recliner that was sinking from one side and doesnt look right compared to the other one which is identical to it. The model # is ******** Dove Gray.
  
  On 12/30/2024 a repair was made after several attempts to keep up with where my claim stood, and ended up having to escalate by going back to Big Sandy @ ********** ** in person. The repair was replacing the mechanism of the side that was sinking. After a week or two the same issue started to occur again, so I called and placed another claim, and after someone came to inspect it, he said he couldnt see what I am seeing and the best that can be done is replace the mechanism again, which was replaced on 03/04/2025. Of course after escalating in person at Big Sandy location.
  
  I have requested several times for a service department manager to call me and it never happened. This time the issue is re-occurring and I didn't file another claim as this seems to be going no where, and I never get calls back from a manager to escalate and figure out a permanent solution.
  
  I am attaching new photos taken on 05/28 - And i want to add there we found two broken screws one under the couch that was repaired twice, and 1 under the one of the single recliners (they seem to be screws holding the mechanism to the couch).
  
  I am also including the last claim number under this complaint. I need a manager and someone who could work and fix this permanently to call to discuss options. Same repairs are no longer an option.

  Business Response

  Date: 06/03/2025

  Dear Mediator,
  A Service Manager contacted the customer and advised that since this is a repair warranty, the only option other than repair would be for Big Sandy to submit a request for the Manufacturer to review the claim.  

  The request was submitted, and the customer was made aware that he will be contacted once Big Sandy receives the response as to whether or not the Manufacturer approved an exchange.

  Customer Answer

  Date: 06/03/2025

  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. 
  

  please note I would like proper communication and not similar to my initial two tickets. 
  
  
  
  Regards,
  
  
  
  ***** ****