Business Profile

Furniture Stores

Big Sandy Superstore

Headquarters

Complaints

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

Customer Complaints Summary

314 total complaints in the last 3 years.
107 complaints closed in the last 12 months.

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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:04/30/2024
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 bought a recliner from big Sandy thru the ***** program they have. I bought a camo chair. June of 2023. Within the month the chair had broke. They took forever to repair. It broke again back in I want to say February or march. I finally got them to repair it they came April the 12 of 2024 for the 3rd repair. I just want my money back and them to take this chair. I don’t want to owe any more money for something that has broke yet once again. Please help me bbb. They just want to keep repairing it. This is the 3 rd time it’s broke down now.
Business Response
Date: 05/07/2024
Dear Mediator,
The current Work Order on this recliner was opened due to a bolt being out of the handle. A technician is scheduled to service the recliner on 5/13/24.
Customer Answer
Date: 05/07/2024
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.
All they have said is they will keep fixing it until the manufacturer says no more. & replace it. I want a full refund & the chair picked up.
Regards,

**** *****
Business Response
Date: 05/14/2024
Dear Mediator,
Please be advised that the technician was able to fix the handle during the 5/13/24 service visit.

We apologize if the customer is unhappy with the purchase. However, as previously mentioned, the warranty is a repair warranty until the Manufacturer deems the recliner unrepairable.

Big Sandy has a 3 day return policy, as indicated on the invoice, and will not return this recliner. The customer took possession of the recliner on 6/21/23.
Customer Answer
Date: 05/15/2024
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 just want a full refund and the chair removed from my home.
Regards,

**** *****
Initial Complaint
Date:04/29/2024
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 am utterly disappointed with the service provided by Big Sandy. My refrigerator broke down on April 11th, 2024, and as of today's date, April 29th, it remains unrepaired despite having a protection plan.

We have been left without proper refrigeration for nearly three weeks now, which is absolutely unacceptable. In addition to the inconvenience, I have a medically fragile child who requires refrigeration for formula and medication. The fact that I've had to purchase a mini fridge to ensure my child's health and safety is appalling.

Despite numerous calls and promises of a quick resolution, there has been no tangible progress. I've been forced to spend extra money on eating out and purchasing items I would typically store in my fridge, all because Big Sandy has failed to fulfill its obligation to repair my appliance in a timely manner.

The lack of urgency and disregard for customer satisfaction is appalling. I expected better service from a company of their stature. I demand immediate action to resolve this matter.
Business Response
Date: 05/06/2024
Dear Mediator,
Big Sandy Service repaired the refrigerator on 4/30/24.
Initial Complaint
Date:04/29/2024
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’m buying a kitchen table and chairs and when I got them home and my husband bought them in and was putting it together we seen all these holes that look like somebody took a stapler to it and I contacted them first thing by tha next morning and told them about it and I wasn’t happy with it and I said when my husband loaded it back up that we would bring it back and I told them I had recently had chemo so I didn’t have the energy to do it and they said that was fine so about a week to two weeks we took it back and let them know that I had talked to someone and they said to bring it back and they said all they could do was send a service technician out to look at it so he come out and he filled in holes with some chalk stuff and it looked somewhat better but you can still see the holes and he said that they were worm holes and he sees it all the time and I told him that people wouldn’t buy that if it looked like that at the store and there was one chair that had a lot of holes in it and he said that they would replace it cuz all the holes might make it split in the middle and then within the week I get a message saying that they wouldn’t replace it and the last 2 pictures are the display model and the price sitting on table is only for the table and the chairs were separate and all together my price was over $3000 but I got a chaise lounge that was $950 and they said they knocked a $100 off my chair
Business Response
Date: 05/06/2024
Dear Mediator,
We apologize for any confusion, but with the wood of this dining group, worm holes are considered a normal characteristic, and no two chairs are potentially the same. If the customer would be interested in exchanging for a barstool from the sales floor, the store will help her determine which barstool is in the best shape.
Initial Complaint
Date:04/28/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In December I purchased appliances from Big Sandy, *******, my second choice. The salesman said this package was just as nice as the original one I was going to get, and cheaper. I get a 600$ rebate (2 $300 gift cards, 1 from ******* and one from brand source) and a $1000 in store credit. I switched and paid 4000$ on 90 days same as cash. Supposed to receive the gift cards in 6-8 weeks. I paid the account down to 600$ waiting for the gift cards to come, but no gift cards. I go back to the salesman who submitted the rebate info for me and he checked on the progress. Said it was approved but weeks later I had to call the number he gave me and beg for the rebate, they sent it right then to my email. Virtual card. I immediately called big Sandy and paid the 300$ towards my final 600$ balance. I waited the few days longer hoping I would get the other one but nothing. I paid it myself because it was the last day with no interest. That was March 8th, since then I’ve called and called and called Big Sandy they basically say it’s not their problem. Call and call and call ******* they said Big Sandy didn’t fill the rebate out right. Big Sandy said they split the receipt for billing???? I don’t understand or care. I did what I was supposed to do, and I don’t think I should have to beg for the rebate promised for buying their product. Even brandsource gave me their portioned of the promised rebate, but the manufacturer won’t.
Business Response
Date: 05/06/2024
Dear Mediator,
We apologize for the delay, but the rebate was successfully submitted to ******* on 3/22/24, per a confirmation email. The $300 rebate, in the form of a gift card, will be mailed to the customer 8-12 weeks from the 3/22/24 date of submission.
Initial Complaint
Date:04/24/2024
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.
Delivery was on Saturday, April 13th; we had painters coming to do some touch ups so asked if the furniture could stay wrapped up. The delivery crew said that was a common request.
We opened the sofa the following Friday and found one of the pieces very damaged. I called the company and they requested multiple pictures and said someone would call me back, I requested a replacement as soon as possible.
Monday afternoon I still had not received a call so I called again. They shared it was being processed and triage would call to come look at the sofa. I shared it is not fixable and either I wanted a new piece or a full refund. I was told we will add it to the notes.
I sent a message as well that afternoon and the reply was the same.
On Tuesday no one contacted me so I sent an email opened another claim and left a voicemail. I received a text asking once again for pictures of the damage piece. There was no other contact from the company.
Business Response
Date: 05/01/2024
Dear Mediator,
Big Sandy is going to replace the damaged sofa. The Internet Sales Department will contact the customer to discuss the details of the exchange.
Customer Answer
Date: 05/07/2024
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:04/19/2024
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 purchased a washer and dryer from big Sandy about 3.5 - 4 years ago. I purchased an extended warranty that would last for five years. On April 6th, I reached out to Big Sandy letting them know that my dryer had broken and needed it serviced and that I have a 5 year warranty.

They were not able to get a scheduled for anyone to come out until 19 April, so I’ve been without a dryer up into this point. They did make it out here on the 19th only to tell us that a part needed ordered and they don’t know when it would be when they would be back to fix our dryer.
I have already been out of a dryer for 12 days. I feel that my warranty is useless to me right now, given the amount of time it’s taken for them to actually get out here to even fit us in for our dryer to be serviced.
In addition to that, I’m requesting for my warranty money to be refunded.
With both employees that I spoke to, there was no solution to this issue or my problem. I just kept being told that there were no managers available on the weekends and no one in the service center. This is horrible customer service. In the time that I’ve been waiting for my dryer to be serviced I could’ve gone out and purchased another one. My frustration also lies with the fact that they said that they have no managers on the weekends at the ****** location and they don’t have anyone that works in the service center over the weekend in the ****** location. Therefore, if my part even comes in this weekend it does not even matter because they don’t work on the weekends and it will be of no help to me. I will never purchase anything from Sandy ever again. Their customer service is absolutely horrible. I asked for the number to corporate, and they said that they would not give it to me because the only people that were allowed to have that were employees. I’ve never heard of a business that does not allow their customers to have their corporate number. Most likely as a result of all the complaints that they are getting.
Business Response
Date: 04/24/2024
Dear Mediator,
Our records indicate that the extended warranty company has approved an exchange on this unit. The store will be in contact to make the arrangements.
Initial Complaint
Date:04/17/2024
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.
I purchased a kitchen suite ( stove, refrigerator, Microwave, and dishwasher). It was scheduled to be delivered on 4/13/2024. Once everything was everything was delivered and installed except the microwave, I was told it was okay to use the appliances. I placed all my perishable food back into the refrigerator assuming it would be fine. Later, I went to the freezer to get something to drink and the refrigerator and freezer was blowing hot air. I read the manual and troubleshooted as it stated and nothing helped. As I was trouble shooting I notice a big scratch on the freezer door. I call the store first thing Sunday and told them about the refrigerator. They stated they would get a technician to come out. I stated that I also have a scratch on the door. I then told them about all the food that I lost due to the refrigerator and freezer not working properly and that I would like a new refrigerator. They stated they would send another refrigerator and scheduled the delivery for Saturday April 20th. I stated I need to be compensated for food lost. As well as having to eat out for the week because I don't have anyway of refrigerating nor freezing my food. My dog had food in the refrigerator that was perishable as well. They have constantly put me on the back burner about compensation for my food. I'm saving receipts. I'm just asking for what is fair. I did not buy a scratch or dent product but that's exactly what I got.
Business Response
Date: 04/24/2024
Dear Mediator,
The customer's refrigerator was exchanged on 4/20/24.
With regard to the food loss, since the damaged refrigerator was still in the Manufacturer's warranty, the manufacturer would be responsible for any type of reimbursement for food loss. Therefore, the customer would need to speak directly with the manufacturer to provide them with the proper documentation. The phone number for ** is ###-###-####.
Initial Complaint
Date:04/16/2024
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 ordered a couch and chair it was delivered Nov. 8th and I called Nov. 9 th. To return it and they will not take it back I have done everything they asked me to do. It is poorly made it had flat seating cushion and the back cushions one was bigger then the rest of them.l Itried to communicate with the sale man and the company there was lack of communication between myself and the sales man and the company
The price is $ 3,539.44 dollars I just want Big Sandy Store to come and get it please I feel the online sales person mislead me

The tags are still on the furniture and I don't sit on itI live by myself and I keep it covered up so when I have company nobody sits on it and I have no pets or smoke All I want is to return it
Business Response
Date: 04/18/2024
Dear Mediator,
Please be advised that this was a Special Order purchase that was custom made for the customer. The customer has been advised that, as per the Return Policy that is listed on the Big Sandy Superstore Website, custom order items are not eligible for return.

If the customer needs repair on the sofa or chair, she can contact the Service Department to ask for a work order to be opened, or she can submit the request through our website.
Customer Answer
Date: 04/29/2024
[BBB Transcription via Phone]
I didn't special order it. The cushions are flat on the bottom. Its very uncomfortable. I was mislead the entire time.
Business Response
Date: 05/07/2024
Dear Mediator,
The sofa and chair are not products that we keep stock of or order on a regular basis. When this customer made her purchase, we ordered these specifically for her.

The invoice (see attached) reflects that this was a Special Order, because it includes the following information.
Sku: CUSTOM ORD and description: 30% NON-REFUNDABLE DEPOSIT
Business Response
Date: 05/14/2024
Dear Mediator,
A Special Order product is custom made for the customer, and the CUSTOM ORD sku is put on the invoice to let the customer know that the product is being made for them.
The 30% NON-REFUNDABLE DEPOSIT description is to inform the customer that if they cancel the special order before they receive the product, then there is a 30% restocking fee that will be taken out of the deposit/ payment that the customer made.

Customer Answer
Date: 05/24/2024
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.

Regards,

****** *****

[Entered manually by BBB complaint handler ****** for *** *****]
To the question, was there any resolution to the complaint, There was none
T tried to offer the 30 percent fee to get the furniture returned but I didn't get an answer so therefore was no resolution
I have done everything in my power and still nothing has been done
The only documents I have I sent them to you and that was for the delivery people
I don't have anything else
****** *****

Business Response
Date: 05/30/2024
Dear Mediator,
The 30% fee would have been charged if the customer had canceled the special order before she had received the product.

As previously mentioned, custom order items are not eligible for return once the customer accepts them in the home.

The sofa and loveseat are still under warranty, so the Service Department can open a Work Order on each item, if the customer would like.
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.

Regards,

****** *****

No the company did not resolve the issue
The furniture was delivered November 8th I sat on it for about 20 minutes my legs and hips started hurting really bad and I haven't ever sat on the furniture again,I live alone no pets or smoke or bugs . I started calling to return the furniture but nobody would talk to me about it.
The Big Sandy Store says their customers are like family members but they are treating me terrible I have done everything they asked me to do but I get no response. I have asked to return this furniture for 8 months I keep it covered up and the tags are still attached.
I pray this company gets a heart and comes and get the furniture. All I do is pray and cry and hope someone will hear me and help PLEASE
I am to old for all this stress and sorrow
My old age I should be enjoying myself

Business Response
Date: 06/13/2024
Dear Mediator,
Please accept my apology for not realizing that an offer was made to the customer in November that she refused.

Upon review, the salesperson reported that after the customer discussed filing a dispute with ********* Bank, he did offer to exchange for something of equal or greater value or refund the entire order with a 30% restocking fee. He tried several times to resolve this, but the customer didn't want to exchange and refused to pay the restocking fee. If she had paid the restocking fee, this would have been resolved in November.
Customer Answer
Date: 06/24/2024

It's still under warranty It isn't made right I would like to have the couch and chair looked at by the maintenance please. And the seat is really narrow and my hips hurt really bad when I set on the furniture the back cushions are uneven
Business Response
Date: 07/01/2024
Dear Mediator,
If the customer will send current pictures of the furniture, we will review and decide whether or not we will allow a return with the 30% restocking fee, as this is the offer that was made to the customer in November.
Customer Answer
Date: 07/11/2024
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.

Regards,

****** *****

Here are the pictures of the furniture
The tags are still attached it is covered up now.

Business Response
Date: 07/18/2024
Dear Mediator,
Since the furniture is in good condition, we will allow the return but there will still be a 30% restocking fee.

Even with tags on it, the furniture will have to be sold as open box merchandise.
Customer Answer
Date: 07/30/2024
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,

****** *****
Business Response
Date: 09/03/2024
Dear Mediator,
The customer was sent a text asking her to respond that she understands the return conditions.

Customer Answer
Date: 09/06/2024
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:04/12/2024
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 the electric range for $1499 and over the range microwave for $699 both on 12/13/23. The range oven door is faulty with the glass being unattached. We contacted Big Sandy for a repair. The initial response was prompt. However, it has been downhill from there. There were 2 scheduled appts in Jan cancelled last minute due to weather. We were given a 10% discount for our trouble at that point. We did finally have a technician come on the 3rd scheduled visit but he was unable to fix it and said he would order a new door for the range. We waited for the parts to come in and finally in March we were told the parts were in. Service scheduled for March 8. After taking the day off to be there, we were contacted that day that the parts were in fact lost and had to be reordered. Service was rescheduled for April 1 after parts were in. I was home and ready but walked away from the phone and therefore missed the call from the technician. I immediately contacted them back to say I was ready. The technician immediately sent me a reschedule text. I contacted the service dept who was not at all helpful. Within 10 min of my call, I was told the technician had moved on to his next location. Abby told me I could not talk to a supervisor but she would email her supervisor and that person would contact me regarding my concerns. I have received no contact from a supervisor to date. I therefore rescheduled the service for April 11. Again, took a day off work to be home. I was contacted that day that the technician would not be coming because the wrong part was ordered and we would need to reschedule. I have yet to be contacted to reschedule this service. To date, we have attempted service on 6 different days with lost wages on those days and our range remains broken and faulty.
Business Response
Date: 04/18/2024
Dear Mediator,
We apologize for the delay in repair.

Big Sandy Service has a technician scheduled to repair the range on 4/24/24.
Initial Complaint
Date:04/11/2024
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.
date of purchase date is 03/30/2023, amount ????? not sure, they have tired to fix it has replace several parts, still will not work ,,,,, gearcase, mode shifter, clutch,shifter spring, roter, clutch, also ordered a basket, basket had a bend in it, a sendor was ordered,
Business Response
Date: 04/18/2024
Dear *********
Big Sandy Service has a technician scheduled to repair the washer on 4/18/24.
Customer Answer
Date: 04/19/2024
Better Business Bureau:

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

Regards,

****** *****

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