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:12/20/2023

  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.

  11/8/2023 placed an online order for a dining set. The website lists items as Brown. Before delivery, 11/11/2023 we drove to Big Sandy to review and the dining unit is Grey. Canceled the order to reorder a brown dining set. A bench of the set was on backorder we were told until the week of Thanksgiving. Delivery of set was 11/12/2023 table was damaged we refused the order. The replacement order was delivered on 11/20 but another damaged table. Due to the holiday and a need for the table, Big Sandy had us keep the damaged unit and stated via email 25% off the order and they would send a repair tech. After the holiday I followed up as Big Sandy is not good at checking in. I was told 20% off the table and no repair. I refused and they scheduled a tech. Tech came to repair it and stated could not repair it and would need a new table top. New table delivery 12/19 damaged unit they took a marker to repair scratches - we refused. Called Big Sandy no replies. 12/20 The manager emails he will reorder a 4th replacement and it will be another 4-6 weeks. Frustrated is an understatement. Still have yet to receive 25% off the order that was promised. Ordered additional chairs from a competitor store and got them for 1/2 Big Sandy rate. Just need a undamaged table top and credits for all this hassle.

  Business Response

  Date: 12/26/2023

  Dear Mediator,

  Please accept our apologies for all of the delivery damages.  Currently, Big Sandy is waiting on a new replacement table top to be sent from the Manufacturer.  As soon as it arrives, the salesperson will contact the customer to schedule the delivery.
  
  As for the 25% off credit, the store has submitted for that refund to be sent back to the financing company. The credit will show up on the account within the next billing cycle.

• Initial Complaint

  Date:12/18/2023

  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 an Electrolux Washer & Dryer Pair on Monday November 27, 2023 from this Big Sandy Store. Delivery Date was set for the following Wednesday December 6, 2023. I took in pictures of the area where the appliances w/b installed to be sure there would be enough room and was assured "plenty of room", not the case. sales person was Greg Jackson. The installers did a lot of shoving to make it fit and connected each appliance to the water and outside air source. The installer turned on the washer and opened the door to make sure water was flowing into the drum confirmed yes and they left. I ran 5 loads of laundry. The following AM I hear this sound that sounds like dripping water. Water had been dripping from the silver connectors to the plumbing water source. I called Big Sandy immediately and they said they w/put me on at the end of the day and delivery personnel could come by and fix. They looked at the water situation and stated that it was a plumbing issue and they are not plumbers. Water all over my wood floor and dripping in the basement. Their suggestion I call a plumber the problem was not in their install area. I called Amanda Plumbing in Delaware and they came out Friday December 8th. and said it WAS NOT a plumbing problem at all just failed to connected the water source to the valves.
  The plumber was here 10 minutes and I received a bill of $160.00 for an issue that should have been addressed when the install took place.
  I went into the Big Sandy store personally to give them a chance to give them a chance to apologize and give a right the wrong credit. They looked at me like I had two heads and looked at the pictures and said the problem was not in their install area.
  Invoice #***********. I am deserving of credit to my ****** **** (original form of payment) for the 160.00 plumbing charge.

  Business Response

  Date: 12/26/2023

  Dear Mediator,

  Upon review, when the delivery company went back the next day, it was deemed to be a pre-existing issue (see attached picture).  That is why it was suggested that the customer obtain a plumber.
  

  
  

  Customer Answer

  Date: 12/27/2023

  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:12/12/2023

  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.

  In August 2023 we purchased a sectional from Big Sandy Superstore ***** ******* **. It arrived from the warehouse by delivery personnel with dirt and black stains on it. Pictures were obtained at that time. The couch is white. We contacted the store who then contacted the Service Dept because we bought the extended warranty. We were told they would send a technician out to attempt to clean the couch. The technician showed up with a can of Resolve and a blue sponge. He was unable to successfully clean the areas. Instead of then offering a professional cleaning service, he decides to start ordering new parts for the couch and told me they would be in by the end of October! In November, another technician showed up to replace the entire back side of one-half the couch with new fabric. In the interim, a technician had to come back out to fix a board that broke in the back of the couch. They have also replaced a cushion cover because the seam separated.
  
  The original black spot remains on the couch because not all parts were ordered correctly. I have had 3 different technicians in my home on 4 different occasions since August!! I have called to complain, spoke with a Supervisor and attempted to get the entire couch replaced. The Supervisor also forwarded my complaint to the Manager. They have informed me that only half the couch can be replaced….the part with the original black stain. Oh, and offered someone to come out to see about cleaning the couch because the fabric doesn’t seem to match.
  
  I feel this is unacceptable and want reimbursement or to exchange the couch for something different because there is no guarantee that the new half of couch will not be dirty/damaged on delivery.

  Business Response

  Date: 12/19/2023

  Dear Mediator, 

  We will approve the other side as well. The information will be sent to the store and someone will reach out to the customer.

   

  Customer Answer

  Date: 12/19/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and would prefer to completely exchange the couch for another one. I do not want to have to potentially deal with this again with another white couch. Is this possible? 
  
  
  Regards,
  
  
  
  **** ********
  

  Business Response

  Date: 12/29/2023

  Dear Mediator,

  The customer would be able to used the credit from the exchange on another color sectional of equal value or could pay the difference on a sectional of greater value.

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

• Initial Complaint

  Date:12/11/2023

  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 GE set around 2.5 /3 years ago when I purchased them we were offered an extended warranty for 5 additional years so we took it. So my dryer stopped working over the weekend and I called Big Sandy for my warranty, to my surprise they proceeded to tell me only the washer was covered under warranty not the dryer, when I asked how this could of happened they stated maybe the salesman keyed it in wrong or something but regardless there's nothing they can do now. So I asked to speak with a manager and got the same result, To me this is not an acceptable response or outcome.

  Business Response

  Date: 12/12/2023

  Dear Mediator,

   Please see the attached invoice. The invoice reflects only one warranty was purchased. We would still service the unit if the customer would like to pay the out of warranty fees. 

  Customer Answer

  Date: 12/12/2023

  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:12/09/2023

  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.

  Couch from big sandy keeps on tearing up even after they have “ fixed it” multiple times we simply want a exchange and they are making it very difficult

  Business Response

  Date: 12/13/2023

  Dear Mediator,

   The extended service comapny has authorized an exchange on this furniture. Someone from the store will be in touch with the customer to make the arrangements.

  Customer Answer

  Date: 12/21/2023

  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:12/01/2023

  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 ordered my special craft master, living room furniture in September 2022. It was delivered in February 2023. One of the chairs provided was the wrong style. ( That issue has been resolved) The correct chair and ottoman had the incorrect style of legs. And my couch was delivered broken. Not just a tiny break. The actual wood frame and leg were broken off of it. Big Sandy assured me that they could repair it to be better than new as their Website decrees. Also, they would get me the correct legs within 4 to 6 weeks. It is December 2023, and I’ve still not received the correct legs. They have been ordered three times, each time with the incorrect legs. I have sent pictures, I have sent emails, I have stopped into the stores to show the correct legs, and for some reason, the same ones that are incorrect keep being delivered.
  The technician attempted to fix the broken couch, but was not successful. At first glance, yes it had all four legs and wasn’t sitting on end. However, a tool or a broken wooden piece was left inside the attempted repaired couch. It is now wobbling. The dust cover is pulling down and almost off, and the material around the corners is fraying.
  I have all of the text and emails from talking to the various customer support agents and supervisors. Most recently, Jada was supposed to get back to me in August, and I have still not heard from her yet. And it is December 1, 2023. I have given reasonable solutions to fix the problem. I have been patient. But no one wants to fix their mistakes and help me. I have suggested for a complete refund and they can come pick up the furniture, or I’ve asked for a store credit so I remain a customer with them and give them a chance to make this horrible situation right. A repair will not suffice because I had given them the chance to do a correct repair and it has not been done. Attached is a fraction of the compilation of documents I have.

  Business Response

  Date: 12/07/2023

  Dear Mediator,

  A Corporate Customer Service Manager has called the customer to discuss the situation. 

  The legs for the chair and ottoman have arrived, and the customer has agreed to schedule for the technician to put those on.  In addition, during the same visit the technician will put a new dust cover on the sofa.

  If the repair isn't satisfactory, per the conversation with the Corporate Customer Service Manager, the customer will be allowed to reselect.

• Initial Complaint

  Date:11/21/2023

  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 an LG refrigerator 2.5 years ago with an extended warranty. Since September at times the freezer has not worked. It's cold enough for items to remain partially frozen but not enough to make ice. Repair came yesterday for the 4th time, replaced the condenser for thw 2nd time and it's still not working. Coils and other items have also been replaced. They are scheduled to come for the 5th time Nov 28. I di believe I have a bad frig and want a new one. I have lost so much food because it's been 3 months and it's not fixed. I keep hearing they will fix it. I don't think it can be fixed. I was assured yesterday that it was fixed. NOT!

  Business Response

  Date: 11/28/2023

  Dear *********

  After review of the previous repair attempts, Big Sandy will exchange the refrigerator for this customer.  The store will contact the customer to make the arrangements.
  

  
  

• Initial Complaint

  Date:11/20/2023

  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.

  In May 2023, we bought a tv, freezer and tv wall mount kit. Spent 2495.21
  Didn’t really need the mount but salesman kinda pushed it on us bc we already had a wall mount. Anyhow salesman told us we could bring it back whenever never said nothing about 72 hour return policy and no one ever explained anything like that to us. The tv wall mount they sold me and said would work for my tv doesn’t even fit the tv and now I have a $125 tv wall mount they won’t accept back and I have no use for I y

  Business Response

  Date: 11/28/2023

  Dear Mediator, 

  We apologize if the policy wasn't made clear, but Big Sandy is unable to return an item from a purchase made that long ago.  
  
  Attached is a copy of the invoice that would have been provided to the customer at the time of purchase. 

  Customer Answer

  Date: 11/28/2023

  No resolution has been offered no one has reached out etc
  
  

• Initial Complaint

  Date:11/17/2023

  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.

  I bought all new appliances for my Kitchen and a loveseat from Big Sandy at Liberty Square in ********* Wv, approximately 2 months ago with and additional 5 year warranty. My dishwasher began to leak which I called and they schedule a service man to come look at took him about week due to scheduling, I also had a small spot appear on the top cooking part of my new double oven which worsen it seemed like each day. It is now 5 inch in area spread out kinda spherical but long. When the repairman got here checked out the dishwasher had to order parts I had him look at my cook top he immediately said I have seen this before that is material defect call the store have them add this to my work order that needs changed. He said send a picture and he took pictures which I did, but when I contacted the store they put me on hold then came back said that they felt it was cosmic and they where not going to fix it I got pretty upset and told them I wasn't going to pay for it and would bring it back they said I couldn't. So I am reaching out to you to see if you can help me get this new appliance fix.

• Initial Complaint

  Date:11/16/2023

  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.

  The Remnant House Living purchased an Upright Fridge/Freezer that was delivered July 16th 2022
  
  The first issue was the heat seal was not properly installed and we lost a freezer full of food and supplies on 9/17/2022. They repaired it, but did not compensate the loss. WORK ORDER # ****** 
  The second issue on 8/22/2023 in freezer mode the motor was screaming and shutdown. We lost another freezer full of food & supplies we notified the store again and they stalled the repair for 2 weeks then asked us to pay for the repairman before they arrived to fix the knock-off Hotpoint Freezer so we called CHOICE HOME WARRANTY and they came out for $85 and examined the fridge/freezer and told us the motor was build inside, the parts were not Hotpoint and the appliance and could not be repaired, only replaced. They refused the claim

  Business Response

  Date: 11/16/2023

  Dear Mediator,

   The unit that was sold on this invoice *********** is a Frigidaire upright freezer manufactured by Elelctrolux Home Products. This is not a Hotpoint freezer. The 1st work order that was called in during the MFG warranty, was noted by the technician

  9/21/22 15:55: DS there 9/21 WED, 13:15 to 13:45, Diag...frosting up inside and food thawed due to package on shelf sticking out too far not allowing door to seal all the way. Wp...heated gasket to seal to cabinet and instructed customer on design. ; Job Cmpltd, snapped 1 QuickPics (via SDM)

  The next work order was called in 11 months later and was out of warranty. We never went out to look at the unit. Big Sandy did not install parts in this unit, the parts that are in it would be genuine original equipment from the MFG.

  The customer did not purchase an extended service policy. The foodloss reimbursement is a benefit of the extended service policy. The customer should contact the MFG since the third party servicer advised that the unit is not repairable. There is a possiblity that the MFG will offer a concession to the customer. The frigidaire customer care line information is as follows *************** Mon-Fri, 8:30am - 8pm.

  Thank you

  Customer Answer

  Date: 11/23/2023

  They sent the repairman out the first time and he used a hair dryer or some type of hand held heat machine to seal the rubber around the freezer.  The repairman said it was a common problem assemblymen forget when putting them together. It was the recent repairman from Home Choice warranty that suggested some of the parts used are often hotpoint, but they are correct it is a Frigidaire.  Choice home warranty declined to repair that was $85 I'm not sure whos' worse the companies or the repairman? You can't believe a word coming out of there mouths. I REPEAT: The repairman used a hair dryer or some type of hand held heat machine to seal the rubber around the freezer. It never happened again. The second time it was the motor says Choice Warranty, but who knows because you can't trust what they say. We want it replaced or our money back. Its sitting at the garage door waiting for pick-up. They both stall claims, call-backs and timely responses to avoid repairs and customer engagement.    

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