Complaints

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

close

Find a Location

Big Sandy Superstore has 26 locations, listed below.

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Big Sandy Superstore

  8375 Gallia Pike Franklin Furnace, OH 45629-8989

  
• 

  Big Sandy Superstore

  45 County Road 407 South Point, OH 45680-8987

  
• 

  Big Sandy Superstore

  7800 Montgomery Rd Unit 210 Blue Ash, OH 45236

  
• 

  Big Sandy Superstore

  1600 Garfield Ave Parkersburg, WV 26101

  
• 

  Big Sandy Superstore

  1000 Liberty Park Dr Hurricane, WV 25526

  

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:01/20/2024

  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 bought a kitchen appliance package from this store for around $5000 a little over 3 years ago. Last Aug (2023) i had to have the dishwasher repaired and again in Oct 23 i had to call them again. They tried to tell me that the dishwasher was out of warranty but it had a 5 year warranty on the control panel which was bad, they came out to look at it and charged me over $130. After argueing with the repair department they finally agreed it was warriented under the manufacture's warranty. They ordered me the part and once again tried to charge me over $300 for the part. Again they finally gave in and honored the warranty and came back out but it was the wrong part, they went back and reordered the correct part and several weeks later they came back out and told me they had the right part but wanted to charge me for the wrong part they had origionally ordered. Once they installed the part they brought it burnt up the complete wiring harness and promised to get back with me on fixing it but its been about 3 weeks now and wont return m calls or come out to repair unless i pay them for the wiring harness their part burnt up. I just want it fixed as the warranty shows without more damage.

  Business Response

  Date: 01/25/2024

  Dear Mediator,

   We have refunded the customer what they paid on the service order. The customer is free to choose another servicer of their preference.

  Customer Answer

  Date: 01/25/2024

  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.
  
  
  Regards,
  
  
  
  ******* *****
  

• Initial Complaint

  Date:01/18/2024

  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 purchase a kitchen appliance set for our new home. The refrigerator quit. I contacted the manufacture (**) who informed me the warranty was expired, which it was not. I contacted the store where I purchased (Big Sandy) and they informed me that the warranty was still valid however I would need to pay the service charge of $450, which I agreed to. They have been to my house 9 times for a repair. every time they say they have the wrong parts or do not have any parts. This has been a huge inconvenience where I have had to take time off work to meet with them. It has been going on over 5 months and left me without a refrigerator over the holidays. I have called in requesting to talk to a manager multiple times and every time I was put on hold to only be disconnected or told that someone would call back and never receive a return call. I was forced to purchase another refrigerator for $2600 over the holidays. A repairman showed up today just to say that he order the wrong parts again! I'm not sure how this company makes any money sending repairman out 9 times to only say I've got the wrong part again. Since I had to take multiple days off work and purchase a new refrigerator, Cost of original unit $3000, service call $450, cost of new Unit $2600, lost work time $4000, total $10,550. I think they owe me no less than $5000 and need to remove the old unit that isn't working. They can take it to their shop and do what they want with it.

  Business Response

  Date: 01/25/2024

  Dear Mediator, 

  We have a technician scheduled to the home today. We will follow up after the repair.

  Customer Answer

  Date: 02/01/2024

  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 repairman showed up with the incorrect parts and once again they need to reorder and reschedule. This is a reoccurring process for them. I called and asked to speak to the service manager, and I was told that they would call me back. I never received a call back. I asked the repairman to call in and put me in touch with his service manager, he would not. For whatever reason they refuse to repair my refrigerator, nor will a manager even talk to me. This has been going on for 5 months now. I have been over accommodating and went above and beyond taking time off of work for their repair visits, only to have a repairman show up 9 times to tell me he had the wrong parts. This incompetence is unacceptable. I want the broken refrigerator removed and I want full refund for the full price.
  
  
  Regards,
  
  
  
  ***** ******
  
  

  Business Response

  Date: 02/09/2024

  Dear Mediator,

   Our records indicate that the repair is complete and the unit is operating at MFG specifications.

  Customer Answer

  Date: 02/19/2024

  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. The repairman, "Dakota" showed up, removed the cover from the back of the refrigerator and the next thing I knew he was gone? He didn't let me know if he completed the repair or anything, he just left without my knowing. The cover was hanging from the back of the refrigerator and screws are missing. I called the repair center and they told me they knew nothing at this point and would call me back. I have called them and still can't get an answer. I still have a broken refrigerator, now with a cover hanging off the back. It is obvious at this point that they are going to do nothing about it. I expect a refund.
  
  
  Regards,
  
  
  
  ***** ******
  

  Business Response

  Date: 02/21/2024

  Dear Mediator,

   Our records indicate that an approval for exchange was sent over yesterday. The store should make contact and arrange the details with the customer.

  Customer Answer

  Date: 03/01/2024

  Better Business Bureau:
  
  
  
  I have been in contact with the business in reference to complaint ID ********, we have come to an agreement and as long as they follow through with their end the issue will be resolved.
  
  
  
  Regards,
  
  
  
  ***** ******
  

• Initial Complaint

  Date:01/11/2024

  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.

  We bought a refrigerator in July of 2021. Last Thursday 01/04/24 the compressor went out so the fridge is completely out and not working. I called that day and it’s still under warranty they ordered the part. It came in today 01/09/24. I called to get an appt set up for someone to come out. They tell me they can’t send anyone out for another week 01/17/24. I’ve called and my husband has called to get someone out sooner because our 1 year old has surgery in ********* (2 1/2 hours away on Tuesday 01/16/23). They only tell me there’s nothing they can do except put me on a cancellation list. There is no reason is should take them 2 weeks to fix a refrigerator that is only 2 years old that should have never gone out in the first place. They are not helping at all.

  Business Response

  Date: 01/19/2024

  Dear mediator, 

  The warranty company has authorized an exchange on this unit. The store will be in contact with the customer soon.

• Initial Complaint

  Date:01/10/2024

  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 dinning room set on November 13 2023 at the ***** ****** location. Upon delivery, the delivery men broke a piece off of the island. I really didn’t want a broken item but they assured me they’d have a replacement piece within days. I waited a week-no replacement piece. I’ve made many calls and just wanted to return the item, but they stated I could not as it was past their 4 Day return policy. The days I was told to wait for a replacement piece.
  I’ve called many times, been given several different dates. It’s now January, and I still have to use books to prop up that side of the kitchen island. And I get no response.
  The entire dinning room collection is also very cheaply made and you have to be very careful sitting on it, as to not break, I realized as I owned it for a week. For the $1600 I paid, including insurance, you’d think it would be better made AND I’d have a functioning piece of furniture.
  I would like some assistance on this matter.

  Business Response

  Date: 01/17/2024

  Dear Mediator,

   We have the part on order from the MFG. The work order number is ******* We have contacted the MFG for an upate and will advise the customer very soon.

   

  Customer Answer

  Date: 01/17/2024

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

  I’ve been told several times that the part was on order, even given several delivery dates. Still no part. The response from the company doesn’t even give a date of delivery. I waited 4-5 days after delivery for the part, as the company stated. When I didn’t receive it, I just wanted to return the broken furniture. Was then told I couldn’t, because it was outside the 4 Day Window…which THEY told me to wait. I now have broken furniture. I want to be able to return the furniture. 

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

  Business Response

  Date: 01/19/2024

  Dear Mediator,

   The mfg warranty is a repair warranty. The MFG advised the part has shipped, we should have it soon and can resolve this issue for the customer.

• Initial Complaint

  Date:01/05/2024

  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.

  We purchased a leather sectional couch for $3000 plus insurance from Big Sandy Superstore in ******** **. We told them specifically that we had pets and wanted the insurance that covered pet damage. There was employee error and we were charged for the one that didn't include pet insurance. This was an expensive couch and we wanted coverage for it. We were very specific about that. The leather is cracking and fading and that is not caused by pets which they also are refusing to cover. I would happy if they would fix the error and give us the correct insurance that we said we wanted and willing to pay the difference. We did not know there was a mistake until we sought to use the insurance for pet damage otherwise we would have contacted them earlier.

  Business Response

  Date: 01/09/2024

  Dear Mediator,

  We apologize for any error with the extended warranty coverage that the customer was sold, but unfortunately we are unable to sell the customer the 5 year extended warranty plan that includes the 1 time, 1 piece pet forgiveness.  The change to the customer's coverage would have needed to have been made during the 1st year that the customer owned the sectional.

  Customer Answer

  Date: 01/09/2024

  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 was an error made by the employee. The fact that we could get the pet insurance is one of the main reasons we decided to purchase form big Sandy’s.  We have made multiple purchases through the years and I just saw a commercial about big Sandy’s about how well they supposedly treat their customers but their response to this issue does not align with that.  
  Regards,
  
  
  
  ****** ********
  

• Initial Complaint

  Date:01/04/2024

  Type:Delivery 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 ordered a kitchen package made by Whirlpool on or about the 29th of November. I paid in full.
  I also ordered the 5yr protection plan. The first delivery date the company never showed up and never called to let me know there were running late. They delivered three of the four appliances
  I ordered. I was told I would have my electric range by the middle of December. I was alerted on 1-3-24 that my electric range would be delivered would be delivered on 1-4-24 between 12 and 4PM.
  I tried to check where the delivery was to approximate the delivery time better as to not miss too
  much time at work. I look at the link and this delivery has been cancelled. Now I am being told that the Electric range I purchased is on backorder from the manufacturer. Big Sandy was having a huge sale on the kitchen combination packages and that sale is no longer going on. With regards to that any refund would not be enough to purchase the same product elsewhere.
  I only want what I paid for as I believe this is a fair and just transfer of funds for products and
  services to be rendered. Communication with them is non-existent.

  Business Response

  Date: 01/05/2024

  Dear Mediator,
  
  We apologize for any miscommunication and for the delay in the next shipment from the Manufacturer. 

  At this time, there is an estimated wait time of 2-3 weeks for the range to arrive at the Big Sandy Distribution Center.

  If the customer would prefer the floor model instead of waiting on that shipment, Big Sandy will make arrangements to get that delivered as soon as possible. Otherwise, the salesperson will contact the customer as soon as the new range is available to deliver.
  

  
  

• Initial Complaint

  Date:01/01/2024

  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 11/19/23, I purchased a mattress for $2632.90 and was told that the return policy is that I would get a full refund with purchase of mattress protector within 100 days. After not liking the mattress, I returned it and purchased a new one on 12/7/23 for a price of 2156.52. The refund was not originally given to me. I had to call and they were unsure at the time why I wasn’t refunded. She told me she would call me back the next day. After not hearing back after a week, I visited the store on 1/1/24 where they told me I wouldn’t get a refund, rather I would get a store credit. Not only is this different than what I was told, I had to advocate to even get this refund in the first place. This is terrible business and unacceptable. If I did not go in, I would have never gotten the store credit. Yet, I would also have much more preferred a refund as that was what was told to me at the time of purchase and when I called the first time after not receiving it.

  Business Response

  Date: 01/02/2024

  Dear Mediator,

  We apologize for any miscommunication, but it is standard policy to leave a credit on the account as in store credit for future use, when a customer doesn't exchange for a product of equal value. 
  
  This credit was on the account immediately following the exchange for a firmer mattress and will remain on the account for the customer's future use.
  

  
  

  Customer Answer

  Date: 01/02/2024

  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. 
  

  I would like to add that I was verbally told by the business that I would be refunded that amount on two different occasions but was never told it would be a store credit. While I eventually did have to go into the store to get this resolved, I was able to, at that point, understand that I would only be getting store credit. Prior to that, I was told my card would be refunded. I was only given the amount that I would be refunded after three different attempts to get my refund. While I understand it is the business’s policy, I am still frustrated by the fact that the business was not upfront about what type of refund it would be and that the only time I was ever given this information was when I called. 
  

  The business also stated that my “account” was credited immediately but it was not. I do not have an account nor do I have access to the account they referred to. When I called at the end of December, the woman I spoke to had no idea how much I would be refunded, another reason why I know there was no such account refunded. I just realize that the business is not going to budge but I feel it is not right to not let other potential buyers know that this is how they operate. 
  
  
  
  Regards,
  
  
  
  ******* *****
  
  

• Initial Complaint

  Date:12/28/2023

  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.

  We purchased a ** **** dishwasher with the extended warranty in July 2023. It tore up after thanksgiving and they came out examined it and ordered the parts. They then came back and repaired it. 15min later it tore back up and they said they will be out 12/29/23 to fix it again. They just called 12/28/23 and said they weren’t fixing it bc there was mouse droppings under the dishwasher. The service man also went on tell us the wiring used on dishwasher attracts mice. I find all of it upsetting bc I paid over $1300 for dishwasher and extended warranty that they don’t want to uphold!

  Business Response

  Date: 01/01/2024

  Dear Mediator,

   When there are pests present, they tend to chew, defecate and urinate on wires and control boards. Warranties do not cover products that have signs of infestation. Please see the picture from the technician. 

  Customer Answer

  Date: 01/03/2024

  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. There was no signs that any mouse chewed on anything I had one mouse and it was promptly killed! There was none when he left after he claimed to fix it and didn’t when it worked for 15 min! I have done large transactions with big sandy! 
  
  
  Regards,
  
  
  
  ****** *****
  

• Initial Complaint

  Date:12/27/2023

  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.

  Company delivered wrong piece of furniture twice. Company is holding a deposit without delivering the product. Would like a refund of all money paid until correct product is delivered. Would like 5% interest on all funds they have held since date of purchase without delivering product.

  Business Response

  Date: 01/01/2024

  Dear *********

  We apologize for the issues in getting the customer his furniture, but he does now have possession of what he purchased.  The customer was delivered on 12/29/23.

  Customer Answer

  Date: 01/01/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  Jim H******
  

• Initial Complaint

  Date:12/21/2023

  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 set April 2021 I am quit sure I purchased a warranty as a set I spoke with someone name Deveon on 12-16-23 and he said Ted I do have a warranty but on the washer and not the dryer then he stated the washer is showing on the invoice 3 times for a warranty so it’s possible whomever did the order enter the washer multiple times and meant to enter the dryer i called back 12-18-23 spoke with a different person who told me I only see the invoice showing one time for a warranty on the washer only ..when clearly someone went into their system an removed the original information.. now they are telling I never purchased a warranty on the dryer and I keep asking them why would I buy a washer and dryer set and only buy the warranty on one

  Business Response

  Date: 12/26/2023

  Dear Mediator,

  Upon review of this complaint, whether the customer intended to or not, only the washer warranty was added to the cart at the time of the internet order.  Therefore, the customer only paid for warranty for the washer, as indicated on the attachment of the internet order confirmation.