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

  1180 Polaris Pkwy Columbus, OH 43240

  
• 

  Big Sandy Superstore

  1858 N Memorial Dr Lancaster, OH 43130

  
• 

  Big Sandy Superstore

  771 S 30th St Heath, OH 43056

  
• 

  Big Sandy Superstore Huber Heights

  5239 Taylorsville Rd Dayton, OH 45424

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:04/11/2024

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

• Initial Complaint

  Date:04/03/2024

  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.

  Purchased a living room suit the end of December 2023 with a delivery in 4-6 weeks . The order kept getting pushed out where it finally arrived at my house 4/1/24 damaged . The delivery company made notes and said to contact the company we ordered from .Sent email and pictures the same day . I copied and paste a few of there replies .If there unable to exchange,I’m asking for a refund of $1000
  
  Yes i got an email just a little bit ago, they wont authorize any exchanges or returns as the leather will most likely settle and soften and those places will disappear, They are going to refund you $400
  
  I understand. With the paper being signed and the product left, We are unable to do any exchanges or returns as you are out of our area, The only thing we can offer is a refund for the issues. I can go up to $700 for the discount but that would be the max. This has been fully escalated
  
  We are not offering a return, only the refund of $700
  The shipping company is a 3rd party company that we pay to ship your products, They have no way of authorizing a return to us as we have to pay for the return shipping etc. Whether the items were signed for or not by accepting the delivery is the same.
  This is also on the invoice that was emailed to you. If a return is authorized, You would also be responsible for the shipping charges, Which this is from the head of our logistics department that we are not offering any returns or exchanges as the issues will likely go away with use. Unfortunately with the out of area shipping, this would be the options.

  Business Response

  Date: 04/04/2024

  Dear Mediator,

   The MGR of internet sales advise me,

  "I offered $850 today to keep as is and they accepted. Being processed back to *****"

  Customer Answer

  Date: 04/05/2024

  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.  Big Sandy advised me a could also file a clim with the shipping company ( *****)  and that is what I plan on doing. I accept there refund of 850.00 to be credit on my bill which should relefct in 1-2 billing cycles per Scott the online sales manager 
  
  
  
  Regards,
  
  
  
  ********* *****
  

• Initial Complaint

  Date:03/27/2024

  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 purchased a refrigerator on 12/10/23. Since delivery there has been nothing but issues. First of all I had to file a complaint with the store because the delivery guys complained the whole time they were here and ripped my kitchen floor. Since we have had it, a technician has been to my home 5 times, due to ice/water feature not working. Yesterday, 3/26/24 it has just decided to stop working all together. I called and let them know and was told someone would be out today to look at it. I call them this morning because all of my groceries ruined I had to throw away over $500 in groceries that I just purchased a week ago. I called them and told them I have a small child and cannot be without a refrigerator. They told me the manager would have to “jump through hoops” meaning go out of his way to try to have the fridge replaced. Which should have already been done. The technician has changed every part that can be replaced and now I don’t even have a working fridge at all. I asked them if someone could come out and look at it and they told me no. I asked if they had a timeline of when I would have any updates regarding repair or replacement they told me there was no timeline they could give me. They have not cared since the first complaint in December and I don’t know what else to do. They act like it’s no big deal, but I’m sure if it was the manager’s groceries that had to all be thrown away, he wouldn’t like it either. Customer service has been awful, since December. We are paying way too much on this fridge for us to have never been able to use its features once. I’m extremely annoyed and groceries are not cheap. Now due to lack of them caring or actually trying to help, I’m out $500 for groceries, and another $400 for a medication I am on that has to be refrigerated and now is ruined. Please I just want someone to help me, whether it’s repair or replace. But I can’t be left in the dark with no information. I can’t even go buy new food I have nowhere to put it

  Business Response

  Date: 04/04/2024

  Dear *********

   Our records indicate that the appliance was approved for an exchange.

  Customer Answer

  Date: 04/09/2024

  
  
  Hi, I wanted to update and go ahead and close my complaint with Big Sandy. The manager **** made it right with us, and they arranged the replacement to be delivered today. It was delivered and installed properly this time and **** also gave me some cash back yesterday. So I agreed to take my complaint back. 

• Initial Complaint

  Date:03/22/2024

  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.

  Lease number:******** March 7, 2024. I went to get myself a living room suit. I got a couch, chair, recliner, and ottoman. I was told my payments would be $148.00 a payment. They highlighted the places to sign and we were rushed through the process. After I signed, they informed me the payments were weekly and not monthly. They then proceeded to tell me that was just how they had to put it in and I could change my payment plan before the first payment was due. So, I said ok and accepted the terms. They sent me to a rental company named ***** who charged me an additional $3957.00. I didn't receive a contract from neither business until the furniture was already at my house for 2 days. I panicked at the fact that I had a $610.00 a month payment. I called and they told me that the furniture was non-refundable and they couldn't help me.

  Business Response

  Date: 03/22/2024

  Dear Mediator,

  Although there are ***** representatives housed inside our Superstores, Big Sandy has no control over ******* terms, conditions or payment structure.  If the ***** representatives at the store can't help, the customer can call ******* customer support at ###-###-####.

• Initial Complaint

  Date:03/18/2024

  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.

  Starting in October 2023 Big Sandy has made 4 attempts to repair the ice maker in our ******* refrigerator. We purchased the refrigerator from Big Sandy and paid for a 5 year extended warranty. On the third visit a new ice maker and circuit board was installed. However still no ice was being made. The original date for the fourth visit was missed due to a "glitch in their system." On the fourth visit the technician basically had no idea what was wrong. Now they want to install another new ice maker. They are not able to tell us when this will happen. This has been going on since October 2023 and there is no sense of urgency on the part of Big Sandy.

  Business Response

  Date: 03/22/2024

  Dear Mediator,

   Our records indicate that an appointment is scheduled 3/25/2024 for repair.

• Initial Complaint

  Date:03/16/2024

  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 refrigerator from Big Sandy Superstore within the last 5 years. The delivery guys wedged it into a space that was too small, but claimed it was fine. It stopped working. I purchased a replacement from Big Sandy but the old one can not be removed. They will not remove it unless I sign a waiver stating they are not responsible for the damage that will be caused from the removal and are claiming I should have refused delivery of the first refrigerator. I assumed they knew what they are doing.
  I now have to pay someone else to remove my cabinets to get this refrigerator out. It’s a fire hazard.
  They’ve not refunded my money for the 2nd refrigerator and I’m being reported as owing “late payments” for merchandise I do not have, and they will not take responsibility for the damage caused by their delivery department. I have no working refrigerator and now have to worry that the broken one, which I can not even unplug, is going to catch on fire.
  When Shayla sold me the new refrigerator, I explained the situation and was told, “If we got it in we can get it out.” Then when they couldn’t, Shayla told me THEY are not responsible & I should have refused delivery rather than allowing them to force the appliance into the too small space. Again, I assumed they knew what they were doing. I’m want my money for the 2nd refrigerator returned to the credit card. I do not have this item. I want Big Sandy to get the old one removed or pay for its remova and any damage caused to the cabinets as a result of that removal.

  Business Response

  Date: 03/21/2024

  Dear Mediator,

  It is standard procedure for a customer to have to sign a damage waiver with the delivery companies who contract with Big Sandy Superstore, prior to any installation or removal. 
  
  As for the refund, please be advised that the refund has been submitted to the credit company for the 2nd refrigerator.

• Initial Complaint

  Date:03/08/2024

  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.

  Please see supporting doc.
  Purchase Date: 9-23-2022 // Purchase Total: $767.36
  Late June/Early July 2023: Called to advise of A20 error, water in basin. Repaired July 20, 2023.
  November 19, 2023: Called to place work order. A20 error, but no water in basin and we can hear water being pumped out.
  November 21, 2023: Called back due to no contact.
  November 27, 2023: Parts are expected // November 28, 2023: Parts have arrived
  December 11, 2023: Tech visit onsite. Tech said, “not the drain pump” - which was the part that was ordered and we told them it was not. Motherboard issue.
  December 15, 2023: Called, spoke to Jolee. No update in 4 days.
  December 19, 2023: “Parts have been ordered" text / December 21, 2023: Called to see if we could pre-schedule - no. // December 22, 2023:: Received call to pre-schedule.
  December 27, 2023: Some parts delivered at our home. Not all.
  January 3, 2024: Tech installed Motherboard. Upon his leaving, door no longer opens completely. Would order parts.
  January 5, 2024: Called for update on order. // January 17, 2024: Some parts here, they said they already had the rest.
  January 23, 2024: Tech was onsite from 9AM to 11AM. Per tech, previous tech ran hose wrong causing issue w/ door opening.
  February 11, 2024: Called to advise center: 1) A20 Error again. 2) Dishwasher often does not turn on. 3) Water line moved/shortened by tech, now being told it’s our responsibility. 4) Still do not have the bracket clips.
  February 15, 2024: Called for an update. They have had parts for days - scheduled.
  February 29, 2024: Tech onsite with clips only. Repair of clips was incomplete, other repairs not on work order despite call.
  March 4, 2024: John-states he is the supervisor. Went over issues, his goal was replace/exchange. Said he would call by 3/5 mid-day.
  March 7, 2024: No call from John by 3/5. Called. Exchange request not sent over. Said he'd call by 3/8 mid-day.
  March 8, 2024: John has not returned my call.
  ~$125 spent on paper/plastic eatery now.

  Business Response

  Date: 03/14/2024

  Dear Mediator,

   We have approved the customer for an exchange. The store will be in touch to make the arrangements.

   

  Thank you

   

  Customer Answer

  Date: 03/20/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution WILL BE satisfactory to me. However, I would like to note that as a part of the response to the BBB, the company indicated that the local store would be in contact with us regarding the next steps - to date, 6 days after the company's BBB response was received, there has been no communication from the local store regarding this resolution. I had been awaiting the local store's response to determine how to phrase this review. I know my response is due within 7 days, so I'm completing this now, but the response has not been ideal.
  
  Again, I find the resolution itself acceptable (exchange/replacement appliance), but the communication from the company has been unsatisfactory or non-existent despite their knowledge that this just several days short of a 4-month-long ordeal.

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

• Initial Complaint

  Date:03/08/2024

  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.

  Order # 1*********3
  Invoice # ********** 1Amount in dispute $1299.00
  11/20/23
  Sales.person ***** M***** 17
  I placed an online order with this company, and told ***** that I wanted an extra firm mattress. Scott.and I went back and.forth and he guaranteed me this was an extra firm, mattress. I explained that my husband is disabled, due to 8 back surgeries. And it was very important, that it be firm. Well we moved to our new house and everything was delivered fine. The mattress at first, was somewhat firm. But i called customer service and told them I wasn't happy and the person , I spoke to said I , had 120 days to file a return.
  Well this week I contacted the online manager, and was informed, that the previous rep, misinformed me. And that there was no way he would honor, a refund, after 3 months. I told him what the previous rep said about the 120 day return policy,he informed me, Except for mattresses.
  Well if I knew that when I called, earlier, I would of returned it sooner.
  I feel I was lied to/ misinformed, by the rep I called, earlier. And I feel I was scammed with a bait and switch, when I was sold the mattress, saying I was getting an extra firm and than change it to a firm. SERTA PERFECT SLEEPER HYBRID FRIM. WHICH IS NOT WHAT I ORDERED OR WANTED
  NOW I HAD TO GO OUT AND BUY ANOTHER MATTRESS, FROM ANOTHER COMPANY. AND HAVE TO PAY TO HAVE, THE WRONG MATTRESS, REMOVED.

  Business Response

  Date: 03/14/2024

  Dear Mediator,
  
  We apologize for any miscommunication.  The return policy, as listed on the Big Sandy Superstore website, clearly states that mattress and bedding purchases are not eligible for return.
  
  Had this been communicated after the first night to the internet sales department, this situation would have been reviewed and considered.
  
  Unfortunately, since the customer did not purchase a mattress protector and since the mattress has been in the home since 12/7/23, we would not be able to return this mattress.

  Customer Answer

  Date: 03/14/2024

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

  I feel I should still be able to receive a.store.credit. I was never told about the mattress.protection. They shouldnt.have employees.that give incorrect information. As they said,I should not read the.return policy, they should make sure their employees, know the companies policies. I would not of waited, if not for the employee,.telling me that one, I had 120 to return it, 2- they should of food me when I contacted ,then that the mattress, aren t returnable. So by their misleading reps ,the.sales rep that told me, that is was.an extra.firm,maybe he sold it.  And their, employees not ,even knowing the comapnies, own policies that they are working for.

  this is the first time I ever shopped.at this store, so I don't know a lot about them and all their policies.

  I feel I should be given a refund in the amount of the purchase, in a store credit, or at least 70% back. 

   

• Initial Complaint

  Date:03/08/2024

  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 Sept 3, 2023 I purchased seven pieces of furniture for $6,844.47 and paid in full. The furniture was delivered on September 26th, minus the coffee table which was supposed to be delayed by a few weeks. During delivery the back flap of the leather chair was ripped on both sides. The next day I called to report the damage, still within the 3 day return/replacement window. I was given two options: 1) full replacement which takes months. 2) Create a service request to have the backflap replaced which was a 3-4 week wait. (I picked this option) They created the repair and asked for pictures, which I sent same day. A week later, still having heard nothing, I called again and was told the pictures were too zoomed in and I would need to send them again. No updates were provided until the end of October when I personally went to the store. I met with the GM ****** who said they have no service request in the computer and asked me to send the pictures to his personal cell. He told me the request is in and would be 4-6 weeks for repair. On november 22nd I went into the store for the second time. I asked for an update and was told they have no ETA on the repair. At this time I asked for a full refund on the coffee table, as they could not provide me with a delivery date. In December, after waiting 3 months for the chair to be repaired, my wife asked for a full refund and initiated a credit card charge back. The store then called and threatened to take us to collections if we did not pay in full.
  
  Invoice # ***********

  Business Response

  Date: 03/12/2024

  Dear *********

  The part to repair the customer's recliner was received.  However, the customer under phone ************ texted "STOP" in reply to the message that was sent on 2/12/24 advising the customer that the part was in and repair was ready to be scheduled. 
  
  Upon further review of the customer's account, there is a $1099.99 balance for the charge back that was filed against the recliner.  
  
  Due to that balance, we will be unable to continue with repair. 
  
  In addition, it is standard procedure for the store to start the collections process for any customer whose account shows a balance due to a charge back. 

  Business Response

  Date: 03/19/2024

  Dear *********

  We apologize for any delay with our Service Department receiving the fabric from the Manufacturer.  The service request was opened on 9/27/24 and the customer was advised on 10/11/24 that it would be a minimum 10-12 week estimated time of arrival. The chargeback procedure started in December, well before the 10-12 weeks was up.

  With this being a functioning recliner, the customer has been able to use it while the Service Department was waiting on the fabric. Big Sandy will not return the recliner, but if the customer rescinds the chargeback, then Big Sandy will continue with repair. 

  Customer Answer

  Date: 03/20/2024

  Better Business Bureau:
  
  
  The estimate given for repair was 3-4 weeks. I would have returned and fully refunded if 10-12 was the timeframe given. I was promised 3-4 when selecting the repair instead of full return option. Charge back was initiated well after the estimated timeframe. 6 months since delivery and they have done nothing to make this right on my end. 

  
  Regards,
  
  
  
  ***** ****
  
  

• Initial Complaint

  Date:03/07/2024

  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.

  1/21/2024
  $3,364.73
  furniture repair
  Damage recliner no padding and bad motor and slide
  Will not replace recliner
  
  See Attached

  Business Response

  Date: 03/12/2024

  Dear Mediator,

  Big Sandy Superstore will be exchanging this recliner.  The Store will contact the customer to work out the details of the exchange.