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.

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  Big Sandy Superstore

  8375 Gallia Pike Franklin Furnace, OH 45629-8989

  
• 

  Big Sandy Superstore

  1000 Liberty Park Dr Hurricane, WV 25526

  
• 

  Big Sandy Superstore

  3528 Maple Ave Zanesville, OH 43701

  
• 

  Big Sandy Superstore

  2048 Marion-Mt Gilead Rd Marion, OH 43302

  
• 

  Big Sandy Superstore Dayton

  2400 Miamisburg Centerville Rd. Dayton, OH 45459

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:06/18/2024

  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 purchased a ** refrigerator form this company they believed the first one and it did not work so they believed a second one a few day later and it worked for about one year and the freezer went out they came repaired it and it lasted one week I told them I wanted it replaced with another refrigerator they said they would contact ** for a replacement and the didn’t so the order another part instead once again I told them I didn’t want it fixed I wanted it replaced ! So they were supposed to come fix it again on 6/18/24 and they rescheduled for 6/20/24 and by now I have been without a freezer for two months they just keep giving me the runaround and I told them today just to come get it ! I was done and they told me they would get a supervisor to call me I am just completely over it I need a working refrigerator!!!! Please help and thank you for your time . ****** *****

  Business Response

  Date: 06/24/2024

  Dear Mediator,

  The repair has been completed. The technician installed parts on 6/20/24 and upon departure, the unit tested good.

  Customer Answer

  Date: 07/02/2024

  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.

   

  This fix works for about a week every time they fix it and it has sense broken again. They keep telling me they have to get ahold of ** to replace the whole fridge but then claim they can never get ahold of them. The first fridge didn't get cold at all. They replaced that very first one without attempting to fix it. Now this one is the replacement to the first fridge and it has broken down easily 4 times and this would be the 4th or 5th time they came to fix this second fridge. I have been more than patient with them. They keep giving me the run around and I just want this replaced. I am going on 3 months with a broken fridge. 
  
  
  Regards,
  
  
  
  ****** *****
  
  

  Business Response

  Date: 07/08/2024

  Dear Mediator,

   

  We have an exchange scheduled to be delivered on 7/10.

• Initial Complaint

  Date:06/05/2024

  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.

  On 7/5/20 we bought furniture from Big Sandy Furniture. The total amount was $4535.18. The couch in question was $1899.99 and the warranty was $839.99. The couch broke. So last summer I called and they sent a repairman. He had to order parts. After several months I called them and they said they were still waiting on parts. Finally I called them, they did not call me, and the parts were in. A different repairman came out and the part didn't fit so he had to reorder. I have called multilpe times and have been told the parts aren't in or that the warranty department is reviewing the claim. I have asked to talk to a manager and was told they would call me back either that day or the next day. I have not received any calls. Our couch was taken apart by the repairman and is in our garage in pieces. It has been a year. I am done.
  The invoice # is ***********

  Business Response

  Date: 06/07/2024

  Dear Mediator,

  The customer has been notified that Big Sandy will exchange the loveseat.

  Customer Answer

  Date: 06/11/2024

  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:06/04/2024

  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.

  Invoice #: **********
  ***** His/Hers Sectional
  Ordered 5/7
  Internet sales person Leanna W*******
  We had an atrocious experience. We the sectional was delivered, the chaise was ripped. When the other piece was brought in, it was found they had sent the wrong furniture. They left it our house and said I needed to call customer service. I called, and they said that they wouldn't be able to ship us the correct sectional for two weeks because they only had drivers come our direction every Wednesday. They also told us that we would have to keep the furniture and that we would be liable for any damages. We have three young kids and nowhere else to put it, so it was a lot of work to keep it safe. I called corporate repeatedly. They would not call me back. And when I did finally talk to customer service, they told me that their manager was on lunch, and that they would call back. This happened at 230 one day and 4 another day, 1 hr before they closed. I never got a call back. And the sales rep started hanging up on me and texting "can I call you back?" That didn't happen either. I asked if we could get a refund on the couch. They told me it would be a 10% restocking fee, even though it hadn't left the warehouse yet. And that I would have to pay 150 dollars for them to come pick up the wrong furniture that they had left at our house.They never called me back and just scheduled deliver anyway. When the couch arrived, it had a small tear in the fabric. I was told they would give me a 10% discount if we decided to keep the furniture. When the refund came through, it was only for that specific part of the sectional that was damaged not the whole order. We received $64. Never once did they offer compensation for all the trouble they put us through. They didn't apologize. And after a week, there is another tear from one of my son's matchbox cars. We have service plan but I was told all they would do is bring needle and thread. I have never been this disrespected in my life.

  Business Response

  Date: 06/10/2024

  Dear Mediator,

  We apologize for any miscommunication and that the new sofa is in need of repair. 

  A representative will be contacting the customer to further discuss the situation and to advise the customer that the repair would be completed through the Manufacturer warranty that the product is under.

  Customer Answer

  Date: 06/10/2024

  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 business only addressed the final rip in the couch. We have a manufacturers warranty and we also have an extended warranty through Big Sandys. If I wanted to call them for a repair I would. They didn't even attempt to respond to the poor customer service and complete disrespect they continue to offer. If this does not get resolved through here, at the very least with a sincere apology and acknowledgement of wrongdoing,  then I will be forced to file a report with the AG.

  Regards,
  
  
  
  **** ***
  
  

  Business Response

  Date: 06/14/2024

  Dear Mediator,

  A Corporate Customer Service Manager spoke to the customer and offered an additional discount.

  In addition, work orders were opened on both pieces of the sectional.

   

   

   

• Initial Complaint

  Date:06/04/2024

  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 have been without a refrigerator going on 6 weeks . It started not freezing and then the fridge stopped cooling . I called and it takes them a week to come out they only service my area on Tuesdays . They came out , said it was compressor , waited 2 more weeks for the parts . Guy came back out and said it was another part inside the freezer so he left and ordered that part . Again another 2 weeks before they came back out . This time different guy came had the part and it was broke but he said it didn’t need it that it was the compressor so he changed the compressor and something else . That day he ripped my floor in several places , burnt 2 holes in my linoleum . Fridge is still doing the same thing won’t stay cool . It heats up you can’t open the doors at all . I’m diabetic have no way to keep insulin cold besides ice for 6 weeks now . Company said where I have extended warranty they have agreed to exchange it if it’s in the sealed system . So they schedules for a guy to come back out today Tuesday . They call and said he broke down it will be next Friday before coming back out . This is just to check to see if it’s the sealed system doesnt work . This doesn’t include how much longer it will take to get a new fridge . I have kids out of school , no fridge for 6 weeks , lost all my food , now my linoleum is also tore up over this !!!!! Everyone we call managers are at lunch !

  Business Response

  Date: 06/04/2024

  Dear Mediator, 

  The refrigerator is being exchanged.

  Customer Answer

  Date: 06/04/2024

  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:05/31/2024

  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.

  4-27-24 bought a sofa & warranty, won $50 discount on Spin & Win promotion, total amount paid $807.98
  5-4 sofa delivered, sofa was softer than the one I sat on in the showroom but thought it would be OK for a couple of years
  5-8 left end cushion (where I typically sit) is colapsing toward the back and middle cushion, enought to make my back hurt. Other end is almost as bad if I don't have my hip on the arm cushion. I called service, scheduled a tech for 5-14
  5-14 Tech came out, said the left cushion was definitely not right. Said they will email mfgr & should hear back 2-3 days, probably 10-12 days to receive and fix. It really bothered me that I'd already had a broken couch for 10 days and they were talking another 10-12 before I could sit on it. Called store, sales person who answered said she would email GM to have him call me.
  5-16 Not heard from GM, called store again, sales person who answered said he would track down GM to have him call. Feeling like store is ducking me
  5-18 Drove 45 min to store, spoke to GM, he said he could not exchange at store level, texted warranty dept & svc dept, later texted me & asked for pics of cushions, 1 sent 4 (without weight on couch, they do not show much)
  5-20 received text from svc dept, waiting on part from mfg, unable to give ETA
  5-23 received text "review on your furniture has been completed. Based on pics supplied, the issue you are experiencing has been determined not to be a defect." Spoke to GM, said he reached out to svc & will let me know what he finds out.
  5-29 spoke to GM, said he would submit a workorder every day until they do something about the couch.
  5-31 have heard from no-one via text, telephone or email. Fed Up with paying for a couch I cannot sit on. At 807.98, the couch cost me 161.60 PER DAY for the 5 days I sat on it. I find that to be ridiculous. I expected the couch to last 3-5 years and would have been happy if it had lasted 2 years. But 5 DAYS is almost criminal.

  Business Response

  Date: 06/04/2024

  Dear Mediator,

  The customer has been notified that she is approved for an exchange.

  Customer Answer

  Date: 06/05/2024

  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 accepted the exchange of the couch BUT the entire $807.58 was not credited to my account AND I had to pay a delivery fee for the new couch.  All in all, it ended up costing me $279 MORE for the exchange - it would have been about even if Service would have been honest and fair about this situation.

  These omissions have left bad feelings toward Big Sandy corporate/service.  The handling of this complaint was completely impersonal and lacking any hint of an apology for the trouble I've been through or the 157 miles (in 2 trips and 2 different stores) I had to drive and the hours I had to use in order to accomplish getting the exchange approved and finding an appropriate sofa.

  That said, the staff in the stores have been very pleasant and helpful through this whole ordeal and I really appreciate that!

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

  Business Response

  Date: 06/10/2024

  Dear Mediator,

   Our technician did not find a defect in the sofa. We offered the exchange as a courtesy as the customer was not satisfied with the product in their home. 

• Initial Complaint

  Date:05/29/2024

  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.

  I have been waiting for a pump for my dishwasher for a month now. I am being told every time I call them that the part still hasn't arrived. The dishwasher is not a year old yet.i paid for the extended warranty. This has happened twice now in the last two years. I just want it fixed. I had to pay a second extended warranty for two dishwashers now.Please help.

  Business Response

  Date: 05/30/2024

  Dear Mediator,

  This customer's repair is scheduled for 6/6/24.

   

• Initial Complaint

  Date:05/17/2024

  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.

  On 11/11/23, we purchased the ****** reclining sectional from Big Sandy. The wedge has 2"+ gaps between it and the pieces next to it and the back piece of the wedge leans back substantially, making it horribly uncomfortable to sit in as there's no back support, it was NOT this way when we viewed it in store.
  
  We've had a technician come out 3x between Jan-April to try and fix the issue. After the 2nd time he came out, I received an automatic text saying the condition of the couch was considered normal, which I did not accept, so the tech came out again, agreed it was not normal and said the wedge needed to be replaced, yet they sent him out again despite there being nothing he could do.
  
  I've requested a supervisor to call but she doesn't call back. I got a text offering 50% off the wedge ($345.66 out of my $3608 purchase) to keep it as is, but this isn't acceptable. I've called the store and spoke to the manager who said the couch is discontinued so the wedge can't be replaced and said he was try to get me approved for a full in store credit for a new couch, but he didn't call back either. I called him today and he said "it wasn't his job to help since it wasn't his department."
  
  Not only did I pay for the couch, but I paid for the 5 year extended warranty that covers all issues (even though this falls under the manufacturers warranty) yet their technician can not fix it, and I am being told they can not order a replacement, even though they offered to via text, since it's discontinued.
  
  A sectional sofa is not any good without the wedge, so since they can't fix or replace it, a full refund for the sofa is needed as I have to get a new one. I'd prefer not to get it in the form of an in-store credit as they've shown they can't take care of their customers anymore, so I don't want to get more products from them and risk this happening again. Such a shame as I've made multiple purchases there and have always had good experiences.

  Business Response

  Date: 05/23/2024

  Dear Mediator,

   We have made an offer for the customer to keep the wedge as is or the customer can reselect the entire sectional. 

• Initial Complaint

  Date:05/14/2024

  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.

  Hi , I’m writing to complain about a Washer/Dryer combo that I bought from Super Sandy back in July of 2023. It has broken down on me 4 times now and we haven’t even been here for 4 months of the year as my husband travels for work I only had it a couple months when it first broke down it just shut down on me and the tech came out and actually took a wet Vac and sucked water out of a compartment in the bottom
  Of the machine and said we needed to do this each month? Then it has broken down 3 more times it will not dry it has an era code 353 and it puts lint all over my clothes and the lint trap is always soaking wet. When I open the door there’s always piles of lint and a pool of water In the rubber Linning. I have to wait for a tech to fix it they only come on Wed I waited a month for parts and for him to come he came and said he fixed it I put a load of laundry in and it broke first load so I called again I’m on my 2nd month more parts don’t know when they will be In or when he can come fix it. I haven’t had this washer/dryer a year and it’s been broken down more than it has worked. I have 2500 in this product and I just wanted to exchange for a regular washer and dryer. I even paid for an extra warranty on it. I’m 63 years old and I should not have to go thru this and I have to hang clothes all thru my house to dry!! What a site. Where I live they would never get out here in the winter to fix it I’m down in a steep holler. Now they can refund my money or give me a washer/dryer of equel value. Please help. Sincerely ***** ******

  Business Response

  Date: 05/16/2024

  Dear Mediator,

  Please be advised that the Manufacturer approved the exchange, and the customer was contacted and has an exchange scheduled for 5/24/24.

• Initial Complaint

  Date:05/07/2024

  Type:Billing 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 went to BigSandy on 3/15, Chuck greeted me and educated on the Grand Opening Specials. If you spend $1,000 then you get 6% off, if you spend over $3,000 then a free TV. I ended up selecting a sectional that was $1,188.99 as well as an ottoman and a protection plan with free delivery. I was then quoted a price of $2,200.
  After my order was entered into the computer I was then told that I owed $2,500. I asked to see a print out of all the charges and realized that I was being well overcharged for every piece of the sectional as well as for the ottoman and a delivery charge on top of the protection plan.
  After discussing this further with the General Manager it was revealed that Chuck had rang it in at full price rather than the Manger Special price. I then also asked about the 6% off as well since we were paying over $1,000, and I was informed that the 6% would not apply since it was a Manager Special and they would be giving Chuck some additional training.
  On 3/22 delivery was attempted at 2PM but I realized that the sectional was facing the opposite direction of what we requested so I refused the delivery and called Big sandy but was directed to a call center. I was advised that they did not have a resolution for me and once they did they would be in touch. So I then went to the store.
  I was advised by the delivery people as well ad the floor manager that this happens a lot and offered me a new delivery date of 3/27. The General Manager also advised that they would be sending a gift card after the furniture was delivered and again stated he would be giving Chuck some training.
  On 3/27 I was provided a delivery window 2:30-6:30, but the delivery did not arrive until 7:23PM. I was advised that they still had 5 more deliveries to make that night and it was almost 8:00!
  
  Bottom line they messed up multiple times and the only thing offered to patch up the disservice was additional training to the Salesperson and a gift card (That we still have not received as of 4/6).

  Business Response

  Date: 05/14/2024

  Dear Mediator,

  We apologize for any issues with the customer getting the correct facing sectional.
  
  The gift card request has now been submitted, and the gift card will be mailed (from Ohio) to the customer within the next 10 business days.

• Initial Complaint

  Date:05/03/2024

  Type:Service or Repair 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 purchased all of our appliances at Big Sandy in ********** ** to include, Washer & Dryer, Refrigerator, Stove, Microwave, and Dishwasher with warranty purchased for each appliance. Our dishwasher has been the only issue that we have had, and it has broken a total of 3 times, and we had a tech sent out to attempt to fix the issue the first 2 times, and this is the 3rd. They were able to send a tech out to fix this issue, even when the tech only comes out 40 minutes from their store 2 times a month...Both times the tech has come out, there had been some sort of delay that was not able to be fixed due to needing to order parts. I understand the parts need to be ordered once the problem is known. And the parts that were replaced were a sensor the first time, and a control board or some kind the 2nd. Each time it has broken was within the first cycle of the machine running after it has been fixed. We have finally gotten approval for a replacement on this dishwasher unit today. Our options are wait until 16th for delivery because they only send someone 2x a month. This has been ongoing for 2-3 months at this point. The request is to have the broken machine ready for exchange, meaning disconnected from water and power supply. Delivery is free however big sandy requesting $199 "install" fee PLUS purchase of new install kit to disconnect old machine and connect new one. Will not disconnect old machine without purchase of install fee. Machine comes with 1 year basic warranty the 5 year warranty that was purchased for the original machine is not transferred to new one. This is not a problem that we caused. We purchased a warranty so that we would be covered when it came to matters like this. The dishwasher has not been ran in any manner that would cause the issues that have happened. Also want another $199 dollars for the new warranty. I just do not see this as fair treatment of someone who has had their equipment break out of their control.

  Business Response

  Date: 05/10/2024

  Dear Mediator,

  The customer is currently scheduled to exchange the dishwasher via pickup at the ********** ** store. 
  
  The extended warranty from the original dishwasher is how the customer was approved for an exchange, so that is why that warranty doesn't transfer to the new dishwasher.

  Customer Answer

  Date: 05/14/2024

  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. Because I had no choice in the matter. I could not wait to have this fixed.
  
  
  
  Regards,
  
  
  
  **** *******