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.

If you've experienced an issue

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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:03/06/2024
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 the wrong size matress and base only had this 6 days why can’t I return it you will be able to re sell it
Business Response
Date: 03/12/2024
Dear Mediator,
We apologize that the customer purchased the wrong size, but these items are not eligible for return, as per our return policy.

At the time of purchase, the customer was given a measurement form so that she could measure to ensure that the purchased mattress was the correct size.

Attached is the sleep solutions form that provides the measurements and the form that the customer signed verifying that they were given those measurements.
Initial Complaint
Date:03/05/2024
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.
Purchased a King size bedroom ensemble February 15, 2024. Product was in stock. A delivery date was set for February 28, 2024.
On delivery date noted above items arrived, while the delivery drivers are assembling the bed they noticed that other box spring would not fit. Upon their investigation they had realized the wrong “Z” shaped brackets that connect the rails to the head and foot boards. Since the wrong size brackets were sent, the split box spring will not fit properly. With improper figment the mattress cannot be fitted on the bed.
Delivery driver made note of this issue and stated he would advise warehouse of the issue. Since the day the bedroom ensemble was delivered I have spoken to customer service representatives every day or every other day about resolving this issue. I have
been given the run around with no results.
Tomorrow makes a week since delivery and I have yet to sleep in the bed. I have no bed to sleep in and have been sleeping on my couch. I am very frustrated and aggravated with this whole situation.
I would appreciate any help in resolving this issue with Big Sandy Superstore.
Thank you!
Business Response
Date: 03/07/2024
Dear Mediator,
We apologize for the issue and inconvenience. Big Sandy Superstore is sending delivery back to the customer's home to exchange the rails on 3/13/24.
Initial Complaint
Date:03/04/2024
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.
I bought a couch and loveseat in August and have had to make many calls because it is breaking down. This has been going on since November. All the stuffing in the couches keeps sagging down the the foot rest and it feels like your setting on the wood and metal there is no support at all. After being told ********* was one of the best products they sale they have sent a few service men out and they order stuffing to put back in it for one of the couches, didn't order it for the other and even the service men have told us that this set we bought was known for this and they really shouldn't be selling it nomore. We're still waiting on them to come back out with more stuffing. And the stuffing they did put in is already starting to sink down. And when the service guy told us how awful this set was he went on to try to tell us to order stuff off of ****** for it because it was cheaper then getting it from them. This is the worst set of furniture I have ever bought
Business Response
Date: 03/14/2024
Dear Mediator,
We have left a message with the customer to schedule for the foam. The other issues were pet related and we quoted the customer for the parts.
Customer Answer
Date: 03/19/2024
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.

Noone has called to schedule to replace the foam. The guy was supposed to call with a estimate no one never did. And even the tech that came out to look at the furniture said even if it is restuffed it's just going to keep happening so what are we supposed to do when the warranty is up or you guys get tired of coming out every other month to restuff it?
Regards,

******** ****
Business Response
Date: 03/22/2024
Dear mediator,
Our records indicate that we have called and texted the customer to schedule the appointment. We sent a link so they could schedule the appointment themselves as well. We will attempt contact again.
Customer Answer
Date: 03/29/2024
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.
No one has called or sent any link for us to schedule. Who did you call or where was the link sent?
Regards,

******** ****

Business Response
Date: 04/04/2024
Dear Mediator,
These are the latest attempts to contact the customer
03/12/2024 (08:34:12 AM) - NICHOLE -> CC/LM TO GET SCHEDULED- PLZ LET JENNY KNOW SCHEDULED DATE WHEN THEY CALL BACK IN
03/14/2024 (03:07:20 PM) - DAYTON -> SMS TEXT SENT TO ********** FOR SUB-CODE: 116
03/22/2024 (12:51:57 PM) - JBLAKE -> SMS TEXT SENT TO ********** FOR SUB-CODE: 116
03/22/2024 (01:19:13 PM) - NICHOLE -> CC/LM TO GET SCHEDULED
04/03/2024 (01:21:42 PM) - ALISHA -> SMS TEXT SENT TO ********** FOR SUB-CODE: 100
Initial Complaint
Date:03/01/2024
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.
7 weeks to fix a dryer. Made two trips still not fixed. Two more weeks waiting for an appointment. I have all the emails back and forth. I paid for the extended warranty and got a line of what they would do for me. On their website they state how great their service is and that it will be fixed . So far there has not been a charge. I really don't think they care about any inconvenience that they cause you. I have since looked at your website about this company and many, many complaints and it seems they have no desire to fix the service they provide. Also the Atty Generals website is full of complaints. Not sure but maybe they need to lose their accreditation. with you
Business Response
Date: 03/07/2024
Dear Mediator,
We have the technician scheduled to the customers home tomorrow to complete the repair on the washer.

Customer Answer
Date: 03/07/2024
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:02/29/2024
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 purchased a stove, refrigerator and dishwasher in the summer of 2022 from the Southpoint OH location. I've had nothing but trouble with them. They replaced the motherboard on the stove, but it doesn't work now. The refrigerator makes a bad humming noise. Samsung sent a tech who replaced the ice maker but the frig still sounds like a lawnmower. The silver coating on the dishwasher is peeling off. I have contacted Big Sandy who refers me to Samsung, show refers me back to Big Sandy. They are all under an ext4ended 5 year warranty. I would like them all replaced.
Business Response
Date: 03/07/2024
Dear Mediator,
Big Sandy is working with the customer to resolve the issues. A repair technician is scheduled to go to the customer's home on 3/12/24.
Initial Complaint
Date:02/28/2024
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.
purches date 11/29/2023 delivery date 12/05/2023
This washer dryer combo unit broke on 2/16/2024 we called Big Sandys we was told to call ** and schedule a repair because we did not buy the extended warranty. So, we scheduled a repair appointment on 2/20/24. Then ** change it to 02/27/24 and then yesterday it was change again to 03/04/24. Then we called the credit card company to get help. They sent us back to Big Sandys they said they would get a tech repair appointment right away. Still don't have a repair date. We want our money back on this lemon washer and they can pick it up. Plus 2199.99 plus tax is a lot of money to pay for a washer combo that didn't last 3 months. Plus, we were misled on it about the wash and dry time it would take 4 hours for one load not 2hours.** just keeps give us the run round on the washer dryer combo they clearly don't stand behind their products. I put a video of the washer to show you what it is doing it cannot be used.
Business Response
Date: 03/05/2024
Dear Mediator,
Big Sandy Service is working to get the customer scheduled with a technician.
Customer Answer
Date: 03/09/2024
Better Business Bureau
** came out and fixed the unit.
The ** tech told me the ** combo units are having multiple issues. Plus, Big Sandys salesperson lied about the Washer combo washing and dying a load in 2 hours. It's more like 3 to 3 1/2 hours on a small load.
I want an exchange or a partial refund and a free extended warranty.

Regards,

***** *******

Business Response
Date: 03/19/2024
Dear Mediator,
We are pleased that ** was able to fix the unit.
Since this is a working unit, we will not exchange or offer a partial refund.
The comment from the salesperson over a 2 hour time frame was not meant to be a lie. According to the *********** Owner's Manual, there are loads that could be completed in the 2 hour time frame. (see attached)
****************.*********.*********.1*****************************
Customer Answer
Date: 03/28/2024
Better Business Bureau:

I bought the washer had it three months it broke down. I had to wait four weeks for it to be repaired without a washer for four weeks. You need to honor the fact that I was out of washer for that many weeks and I paid $2199 per washer they broke down within three months I want partial refund. I haven’t left a review for your company because I thought your company was a legit company that backed the items they sold. So please honor the partial refund
Regards,

***** *******
Business Response
Date: 03/29/2024
Dear Mediator,
We would like to apologize for any inconvenience in having to wait on the washer repair. However, Big Sandy is unable to offer a partial refund.

If the customer would accept a small gift card to the store, a Corporate Customer Service Manager can contact the customer to further discuss that.
Initial Complaint
Date:02/21/2024
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 November 11th 2023 I purchased a new fridge from Big Sandy Superstore in ***********. The Fridge worked well for about a month before throwing out an error code on December 18th 2023 and no longer keeping food cool. Big Sandy was notified and a tech came out to inspect it a week later. A part was ordered and the fridge was attempted to be fixed another week later. The fridge worked for 24 hours and then started flashing the same error code and Big Sandy was contacted. They then sent the same repairman out for a second time to investigate and then ordered the same pieces. Once the pieces were ordered the fridge was fixed a second time, but this time all the error codes on the fridge began flashing and the repairman called in to have the fridge replaced as it would not work. Several weeks went by and my husband called to find out whether or not the manufacturer had approved the replacement or not. Big Sandy then sent out the repairman again and the repairman called the manufacturer on location to find out what was going on. Samsung was confused as to why our replacement was already broken. Big Sandy had never informed us that we were approved to get a replacement. This was on February 9 2024. We are still without a working fridge and we can not get Big Sandy to give us any answers as to when this whole thing is going to be resolved. Every time we call we are told that an email will be sent to management but that's all they can do.
Business Response
Date: 02/21/2024
Dear Mediator,
Our records indicate that the exchange approval went through today. The customer should be contacted to make the arrangements soon.
Initial Complaint
Date:02/16/2024
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.
So we started having issues with washer and dryer around 12-20-23. They have came out and replaced parts on washer 4 times and three times on dryer. We are waiting on parts for washer and dryer now for 4th and 3rd time. My warranty runs out March 1st of 24. We have asked to just replace washer and dryer they are saying warranty department is saying no. I had to go to laundromat for 2months spending about 180 at laundromat. I am just saying it should have been replaced as much time trouble and expense it has cost us. I paid for warranty so I would have peace and mind if anything happened. The tech should have been able to figure out what is wrong order parts and be done with it.
Business Response
Date: 02/21/2024
Dear Mediator,
The extended service company has authorized an exchange for this laundry set. The arrangements will be made with the customer.

Customer Answer
Date: 02/29/2024
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:02/09/2024
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 brand new ******* *** ****** mattress on 12.18.2021. Four months after it was purchased, it developed a 1 inch sink hole in the middle of the mattress. Big Sandy came to my home and evaluated the mattress and denied my claim because the sink hole needed to be 1.5 inches, not 1 inch in order for anything to be done. Fast forward 3 years and it's gotten worse. The pictures to not show the problem. The problem is when you lay on the bed. There's a sink hole in the middle of the bed and I have a video showing the Big Sandy tech laying on my bed. You can see his body angled due to the hole in the bed and he admits he feels it yet there's no mention of it in the latest denial to my claim. I was told and I have documentation that reads this bed is warrantied for 10 years. I have had nothing but problems with this mattress since I purchased it and I would like a refund or replacement. I don't like throwing my money away and that's what I feel like I did when I bought this mattress because they won't make it right.
Business Response
Date: 02/20/2024
Dear Mediator,
After review, the customer has been notified that she will be able to exchange for another ******* *** ****** mattress. The store will work with her to get this taken care of.
Customer Answer
Date: 02/25/2024
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 went to Big Sandy Superstore in ***** ******* ** on Saturday, February 25th, to pick out a mattress for the exchange that I had been informed was approved. I picked the ******* *** ****** *** ****** because the Big Sandy sales associate said it was the closest to the model I had originally purchased 3 years ago however I was informed I would have to pay $741.00 in addition to $100.00 delivery fee. Exchange does not mean I have to pay. I was willing to pay $100.00 for the delivery fee although I should not have to. This is all part of replacing a defective product that has already been paid for and delivered. I will never give Big Sandy Superstore or ******* *** ****** any more of my hard earned money. I've already given $2600 and you see where I am. Now they want more. If they are not willing to exchange my mattress for a replacement at no cost to me then I will take a full refund in the form of a check and I will go somewhere else and buy a new mattress however it won't be a ******* *** ******, *****, or ****** product and it most certainly will not be purchased from Big Sandy Superstore.

Regards,

******* ******

Business Response
Date: 03/05/2024
Dear Mediator,
The customer was approved for an exchange of the full value that they had previously paid. The store will be able to advise as to which ******* *** ****** mattress is closest in price and will contact the customer to further discuss this.
Customer Answer
Date: 03/12/2024
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 believe I included in my last response why this is not satisfactory. The only ******* *** ****** mattress that fits in the price range I spent 3 years ago is a much cheaper mattress and I'm not going to exchange a better mattress for one that is less than what I bought three years ago. It is not my fault they no longer make my mattress and it's not my fault the prices of the mattresses have increased. I started having issues with my mattress four months after purchasing it. Maybe had they replaced it then, we wouldn't be in this position now. The mattress was supposed to be replaced with something that is comparable to what I have now. I will not be spending any more money on ******* *** ****** products and I will not be spending anymore money at Big Sandy Superstore, ever. They can send me a full refund in the form of a check and I will buy a new mattress elsewhere if they're not going to exchange the mattress at no cost to me.

Regards,

******* ******

Business Response
Date: 03/21/2024
Dear Mediator,
There are standards that qualify the mattress for an exchange. The requirement is that a defect would have to measure 1.5 inches or more. The mattress measurements didn't meet the defect requirement. (The latest measurement was just 1" on the top, 1/2" at the middle and 1" on the bottom.)
However, after this complaint originated, Big Sandy went back to the Manufacturer and received approval to exchange the customer's mattress for another ******* *** ****** mattress. Big Sandy was not given approval to return this mattress for a refund and was not given approval for this mattress to be exchanged for any other brand.
If the customer wants to exchange, she will have to exchange for another ******* *** ****** mattress, and if she chooses a more expensive model, then she will be responsible for paying the difference.
Customer Answer
Date: 03/22/2024
3/22/24 customer called and the mattress has been replaced. Complaint resolved. Thanks to BBB for their help.
Initial Complaint
Date:01/26/2024
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 ***** ** **** ******** ****** *** medium plush mattress and an adjustable base October 31, 2023. The delivery date was to be November 13-15. Big Sandy called November 6, 2023, and told me the base they ordered had been discontinued and the replacement for it would be $200.00 more. I called Big Sandy November 15, 2023, asking when I would receive my mattress and adjustable base. Big Sandy then said I still owed $2000.00. My brother paid the $2000.00 with a credit card on the phone with the office personnel on October 31, 2023. However, unbeknownst to us Big Sandy did not get the payment and did not call us. My brother called Big Sandy and spent an entire afternoon on the phone with the office personnel and the payment finally went through and they delivered the mattress and base November 22, 2023. The mattress that I received is nothing like the one on the showroom floor, it is hard and very uncomfortable. I have had the mattress two months and there has been no change in comfort at all. Big Sandy suggested that I jump on the bed to make it softer. I have a bone on bone knee and I am having surgery February 14, 2024, and I am sleeping on the couch because of that horrid bed. I do not have the money to buy a more expensive mattress that may not be any better than the one I have. Further, I do not want another mattress. I researched for weeks before I made my selection. I am not a satisfied customer, I did not receive the comfortable mattress that I selected. I want a full refund for the mattress and adjustable base from Big Sandy. In twenty days I am having a knee replacement and I have no bed. I called the Corporate Office ###-###-#### on 1/22/24 and 1/24/24 and the district manager was left emails to call me and has not. My sales invoice#***********.
Business Response
Date: 01/31/2024
Dear Mediator:
We apologize to the customer for any discontent over the comfort of the bedding. However, when the customer's brother signed the invoice for the purchase, he also would have been given a copy of the invoice which does specifically mention the terms and conditions.

Due to the personal nature of the items, Big Sandy Superstore is unable to allow a return.

Customer Answer
Date: 02/05/2024
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.

Regards,

**** ******
Customer Answer
Date: 02/05/2024
No, the company has not addressed the issue of the dispute. First, my brother lives in *** *********** *******. The only paper work that he received was a confirmation email that the payment was received. Second, I am not sure that ********* ******** even read my complaint thoroughly. The issue is I did not receive a ***** mattress that in any way compares to the one I selected after laying on the mattress at two different Big Sandy showrooms before I made my selection. The mattress that I received is definitely xtra firm. Third, I bought a three inch gel memory foam pad and a pillow top mattress cover. I already had a quilted mattress cover on the mattress and the mattress was still unbearable to sleep on. In closing, I have been sleeping on my couch for weeks. I am having a great deal of pain and suffering due to not having a comfortable bed to sleep in. I am having a complete knee replacement surgery on February 14, 2024. I can only hope that the doctor will order a hospital bed for me to use during my recovery as I have no bed that I can comfortably sleep in. As a result of Big Sandy Superstore’s failure to provide the mattress that I selected I want a full refund for the mattress and adjustable base.

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