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

  45 County Road 407 South Point, OH 45680-8987

  
• 

  Big Sandy Superstore

  7800 Montgomery Rd Unit 210 Blue Ash, OH 45236

  
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  Big Sandy Superstore

  1600 Garfield Ave Parkersburg, WV 26101

  
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  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:09/18/2023

  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.

  Purchased a couch on April 3 of 2022. This couch was sold to us by a salesman who said this was the best couch available. Good better best this was the best. Bought it because I expected it to last. Also bought the extended warranty, the salesman told us we got a full replacement first five years this included if it broke or started to wear with the warranty we purchased. It was torn up when they delivered it. The delivery guys broke a leg knocked a hole in the underneath. I did not turn it in because I knew I only got one full replacement in five years.(according to sales team) Then it started to wear and squeak and look really bad, and get lint balls all over it stain from blue jeans. So I Scheduled for a service tech to come out, then was rescheduled or canceled on multiple times within three months. Finally got them back out here today. Repairman was not prepared and did a horrible job. Unprofessional and not courteous. I called big Sandy’s and told them I was gonna turn them into the Better Business Bureau. They did not seem concerned. I now own a couch just over a year old that looks like it’s 10 years old. Can’t get big Sandy’s to do anything. They did say the salesman lied to me. Not sure how that’s my fault. So frustrating to spend your hard earned money and trust people that big Sandy’s hired. Even admit they lied to us and I’m stuck with the $5000 couch that I couldn’t sell it a yard sale for 100 bucks. This is just a summary there’s much more to the story, but I only have so much room. After telling my story, there’s lots of people that I know that have way worse horror stories of big Sandy’s than myself. They should be held accountable for the way they treat folks. Worst customer service I’ve ever had. Everyone I’ve dealt with doesn’t seem to care. Take care of people and they will take care of you Big Sandy’s.

  Business Response

  Date: 09/21/2023

  Dear Mediator,

  Big Sandy Service has another technician available to go on 9/25/23 to inspect and correct any mistakes made during the 1st repair attempt. We apologize for any issues with that repair including that technician's attitude.
  
  Please be advised that extended warranties are repair warranties and don't guarantee that there will be an exchange. All efforts to repair will be exhausted first and will take into consideration any recommendation from the Manufacturer regarding what they consider to be normal wear and tear.

  Customer Answer

  Date: 09/26/2023

  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.

  The technician came on 9/25/23 and did repair the couch.  The issue I still have is time and energy I have had to exhaust and my wife has taken of work multiple times only to be cancelled on.  This cost us valuable time. Also I understand they have made an attempt to repair a couch that was broken from the first day.  Over a year ago.  I was also lied to about this extended warranty when purchased.  Was even told by other big sandy employees at different stores it was a lie but in some instances big sandy would offer a refund.  But I would have to call and make them aware.  I did that multiple times and was not taken seriously until a BBB complaint was entered.  In order for me to be satisfied.  If that is big Sandy's true "intention". To satisfy a customer who was lied to, put off and cancelled on and now has in their words the "best" couch for the money.  Im requesting a refund for a couch that yes is now safe to set on.  Still needs constant maintenance and have to set on a blanket to make sure my jeans don't bleed onto the cushions.  Just seems like them making it safe to set on is the very bare minimum they can do.  But that seems to be the norm with companies today.  I do want to thanks them for finally making it safe to set on though.  
  
  
  Highest Regards,
  
  
  
  ***** ******
  
  

• Initial Complaint

  Date:09/18/2023

  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.

  I purchased the washer and dryer set in November 2022. I was delivered December 1, 2022. The washer was damaged upon delivery. I contacted the salesman and the manager at the Big Sandy Superstore in Marion, OH. I was informed that they would send a service technician out to take a look at it. I explained that the metal body is damaged and the bleach tray. I was offered 10% off my purchase. I declined. I did not purchase scratched and dented. I was informed that since it was delivered damaged it must have been delivered from the manufacturer damaged. Therefore it can be sent back to manufacturer and I will receive a new one. I did not follow up until the dryer broke 9/3/2023. I contacted them again. Was informed that the salesman no longer works for the company. With that being said the “ticket” to replace my washer was never submitted by him or management. I informed them that the dryer is now not heating. They scheduled a service appointment that they called and had to reschedule because the repairman was actually not available that day. Rescheduled for the following week. Was given a time between 9am and 1pm. At 12:58 no repairman. Called the number waited for 15 minutes for someone to put me on hold to tell me they cannot get ahold of the repairman. At 1:21 the repairman texts that he is on his way should arrive in 15 minutes. I explained I had prior commitments at my sons school I need to leave by 2pm. I watched the service man pull up to the house and sit in his vehicle typing on his cell phone. I approached him and asked that he please take a look at the dryer. Repairman looked at dryer proceeded to leave without explaining what was wrong. I had to ask which he said was heating element and parts had to be ordered. He could not give me a time frame on how long. Contacted local store general manager. Waiting to hear back on exchanging units.

  Business Response

  Date: 09/22/2023

  Dear Mediator,

  After review, Big Sandy Superstore will provide an exchange for this customer. The store will be in contact to get the customer taken care of.

  Customer Answer

  Date: 09/22/2023

  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. 
  

  Exchange of both the washer and dryer.  

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

• Initial Complaint

  Date:09/17/2023

  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.

  On 1/30/23 I purchased an entire set of appliances. The appliances are *******, and part of their ******* collection.
  When my appliances were delivered (as scheduled), the fridge was missing two of the panels. When I was contacted by my sales representative, they told me that the panels were on backorder and were due to arrive in-store and to call back mid-March. I called back mid-March and they still were not available. I was told to call back in mid-April. We called back and were told they had no idea what we were talking about. An hour later I was contacted by my sales rep who said that the panels are in and we can come pick them up.
  On April 26th, we were told to come to the store between 12PM and 6PM to pick up my panels. I went to the front desk to tell them we were there to pick up the panels. We waited 30 (!) minutes for my sales representative to come and get us the panels. We were then escorted to the clearance section where a similar (not the same fridge, but another ******* fridge) had two Tuscan panels. This fridge was the floor model that had been sitting there for months. My husband and I looked at each other and said there is no way these are the same panels because this was not the same size fridge that was ordered. We requested someone to get a measuring tape to confirm. They were going to send us home anyways with these panels that WE had to point out didn't fit. They then acknowledged that these were not the right size and that they would get back to us.
  Fast forward to September 2023 - I receive an email from my sales representative that informed us that the panels were never coming in stock and that we had two options: pick other color panels (that wouldn't match) OR! We could have the same clearance model that they showed us back in April. At no point have I been met with any other options that would benefit us as the customer. I asked for a full refund OR a whole new set in a color that matches. I will NEVER go back. This is a nightmare.

  Business Response

  Date: 09/19/2023

  Dear Mediator,

  We apologize for any inconvenience as it was never our intention to mislead the customer. We had been assured that the panels would eventually be shipped to us.

  The store has contacted the customer to advise of other refrigerator options that Big Sandy is offering the customer, including an upgraded refrigerator.

  Customer Answer

  Date: 09/24/2023

  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. 
  
  
  
  The resolution included:

  1. Receiving an upgraded appliance (a $900 value).

  2. Promised prompt delivery time of 5 business days.

  To summarize: 

  I am still displeased with the overall service that I received and will not be visiting Big Sandy in the future for any further purchases. This experience with their lack of customer service is something that has deterred me from wanting to purchase from them in the future. I appreciate the attention to detail from their store manager, but feel that this complaint was the only way to get the attention that I felt was deserved, which is unfortunate.

  Thank you to the BBB for the prompt response and helping me in a way that Big Sandy as an organization refused to do.

  Planned delivery is scheduled for Wednesday, 9/27. I will alert the BBB if there is any challenges with my delivery.

  Thanks!

  ****** ****

• Initial Complaint

  Date:09/12/2023

  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 new set of appliances at Big Sandy Superstore in South Point OH. I paid $175 to have my new dishwasher installed. The installation company came to my house on 3 occasions and said they could not install the dishwasher. Because they refused to install the dishwasher, I asked for my money back on the installation. I had to pay a private vendor that I found $200 to install my dishwasher. Big Sandy refuses to refund my money for the installation and offered no explanation as to why. I called my salesman three times and left messages requesting information and received no reply. My salesman name was Paul T*****, phone number ###-###-####.

  Business Response

  Date: 09/13/2023

  Dear Mediator,

  We apologize for any lack of follow up from the salesperson and any confusion over the billing process.

  Attached are invoices for the appliances that were purchased.  The invoice with the installation was voided, as indicated on ************, so that $149.99 + tax charge should not be reflected on the ********* billing statements and would thus not show as a refund.
  
  According to paperwork, the charges to ********* are as follows.
  
  $3,132.71 would show as a charge for 8/18/22 for invoice ***********
  $4,397.23 would show as a charge for 8/22/22 for invoice ************
  
  The only credit from Big Sandy to the Synchrony account would be in June 2023 for the $69.99 water kit.

   

   

  Customer Answer

  Date: 09/26/2023

  Big Sandy can repeat themselves saying exactly the same thing each time but it doesn't change the fact that I was never credited the installation fee for the dishwasher. The refund wasn't needed until I had already made three whole payments and yet you want your customers to believe that you have ESP and knew that you should credit my account three months before it was even needed. I went statement by statement from the loan company and the only credit I ever received was for the refrigerator line that was not delivered. There was NO modification of the balance on ANY of the statements. The dollar figure on the first statement matches exactly the total purchase price INCLUDING the $150.00 installation fee for the dishwasher. The amount was never credited or modified in any way. If Big Sandy is going to respond for the fourth time with the same waffle then post the complaint as unresolved and let the customers that want to research this company decide for themselves.

  Business Response

  Date: 09/28/2023

  Dear Mediator, 

  In order to further assist the customer, Big Sandy will need to see the customer's ********* statements, as we have no access to that information otherwise.  A Corporate Customer Service Manager will contact the customer to see if that is how the customer wants to proceed.

• Initial Complaint

  Date:09/08/2023

  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.

  My husband & I purchased an entire set of ** appliances at Big Sandy approximately 4 years ago. We bought the extended warranty. Our refrigerator has had several problems & parts replaced through the years. Five weeks ago the refrigerator died. All of my food was ruined. We called Big Sandy immediately. They came out, told us the motor board & compressor needed to be replaced. We have now been six weeks without a refrigerator. Big Sandy has been the most incompetent, unprofessional company that I have ever dealt with.

  Business Response

  Date: 09/12/2023

  Dear Mediator,

   We apologize that this unit is not cooling. The MFG warranty is a repair warranty. Without a return authorization from the MFG we are contractually obligated to service the appliance. The parts needed for the repair are in and we have an appointment reserved for the customer tomorrow. 

• Initial Complaint

  Date:08/21/2023

  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.

  On July 30, 2023 I called Big Sandy’s customer service to see if my washer and dryer were still under warranty. They in fact were and are not very old in the first place. My washer was throwing an error code stating drain pump failure F9,E1 and would not drain. We were able to manually drain it and remove laundry from it. They could not get anyone out until August 4th. The technician named Steve called on that Friday stating he was running early and asked if he could go ahead and come ahead of schedule. I said yes. He was in and out within 5-10 minutes. He stated that it was the drain pump and he wouldn’t have to order the part. I was not made aware since that’s the code it was throwing that he wouldn’t already have the part with him. I followed up with customer service because Steve left standing water in my washer and the lid was locked and unable to open. Pretty sure he should have drained the washer. He told me it would take 3 days to receive the part. NOT THE CASE! I called multiple times to inquire about the part being there and it did not arrive until August 17th. So 10 business days, but 14 days total! They couldn’t get a technician out until today, Monday August 21st even though we had already gone without this long. Technician comes today and states it is NOT the drain pump but the COMPUTER and he is going to have to order a new computer. He asked me if the prior technician was in and out quickly and I told him yes, 5-10 minutes. He stated that the prior technician did not PROPERLY FINISH HIS DIAGNOSIS AND RUSHED THE PROCESS! So NOW I am 3 weeks without a washer and he stated a computer will take ANOTHER 5-7 business days to come in! He told me I needed to call and speak to a manager to see if anything else could be done, I was met with THEY ARE OUT TO LUNCH and asked why I wanted to speak to a manager. I have yet to receive a call back! This is absolutely ridiculous when we paid so much money for a warranty and their technician didn’t do his job!

  Business Response

  Date: 08/25/2023

  Dear Mediator, 

  We apologize for any delays in getting this customer taken care of, but we are happy to report that the washer has been repaired as of 8/25/23.
  
  Upon review of the request for a manager to call the customer, please be advised that a technician supervisor attempted to call the customer and left voicemail messages on 8/21/23 and 8/23/23 and attempted again to follow up with the customer after the technician completed repair on 8/25/23.

• Initial Complaint

  Date:08/16/2023

  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 issue happened this year; however, I will provide context. A large purchase was made 12/26/21 $2042.47 for a new washer and dryer. Since I am dealing with a disabling illness, I have to do everything over the phone or internet. I had many questions about which washer dryer set would be appropriate, I called and spoke with a nice young (newer) salesperson named Justin M*****. The products were delivered 12/31/21. I noticed multiple issues with the washer. It was leaning forward. He was notified 1/3/22 via text. My clothes were not being washed appropriately. It was a simple fix. THE BACK 2 LEGS OF THE WASHER NEEDED TO BE ADJUSTED LOWER. Please see attached files as this forum only allows so many words. I contacted the rep again on 1/4/23 and stated I’ve waited this whole time. The repair rep came February and he had no idea what he was doing. See attached. Not only have my clothes and towels been shredded but I was sold a washer that is extremely aggressive with an agitator. The situation was made far worse.
  . Their system to arrange an appt is problematic. I tried repeatedly to schedule via txt and phone. Then It got to the point where they were harassing me after I told them I was going to file a formal complaint. I was bedbound for several months this year and could not speak on the phone. Hence, there was silence from my end and all the emails stopped. I asked Justin to elevate to his boss and then nothing. No one cared. If they had done their jobs right after installation, this would have never gotten to this point. This needs to be escalated to Executive level. I don’t want the hassle of people not knowing how to rectify. I want a brand new washer and not this type. Jason mentioned this in email 3/12. The amount of money I will spend to replace items is significant. Also, I was told that I should be concerned about mold. There’s water under the washer that I can’t get to.
  I would be grateful for HELP!! Thank you.

  Business Response

  Date: 08/22/2023

  Dear Mediator,

  We do apologize that we have not gotten the issue resolved, but please be advised that Big Sandy Service had an open service request on the washer until the customer advised, through the BBB In April 2023, for communication via texts and calls to stop. At that point, the work order was closed. We will be glad to open a new service request, but we will have to communicate with the customer via phone and/ or text. A service representative will be reaching out to the customer to start the process.

  Customer Answer

  Date: 08/22/2023

  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.  IT APPEARS BIG SANDY DID NOT UNDERSTAND.  I DO NOT WANT SERVICE DONE ON THIS WASHER, I WANT A NEW REPLACEMENT PER THE BBB COMPLAINT.    I CAN TYPE UP EVERYTHING THAT HAPPENED ALL OVER AGAIN DUE TO THE VERY FEW WORDS I AM ALLOTTED ON THIS FORUM.   THEIR SERVICE GUY CAME OUT A YEAR AFTER i REPORTED THE INSTALL ISSUE.  THE WASHER IS PROPPED UP BY WOOD BY THEIR SERVICE REP.  HE USED WOOD FROM MY HOME.  I HAD TO ADD MORE WOOD UNDERNEATH AS THE MACHINE HAS MOVE AWAY FROM THE WALL AS IT WAS NOT SERVICE CORRECTLY THIS YEAR.  MY LAUNDRY HAS BEEN TORN TO SHREDS.

  I RESPECTFULLY ASK AGAIN THAT BIG SANDY ESCALATE UP TO EXECUTIVE LEVEL TO REPLACE WITH A NEW WASHING MACHINE THAT I CHOOSE.   THE SERVICE FAILED ME.  AFTER WAITING A YEAR AND THEN SENDING SOMEONE WHO DIDN'T KNOW WHAT THEY WERE DOING.  ALL THAT SHOULD HAVE BEEN DONE WAS TO LOWER THE BACK 2 LEGS SLIGHTLY. 
  

  PLEASE READ THE COMPLAINT AGAIN.  I AM SAVING ALL THE ITEMS THIS WASHER HAS DESTROYED DUE TO THERE BEING NO BALANCE.  THIS MACHINE IS NOT SALVAGEABLE.  I NEED A NEW WASHER>  PLEASE READ ATTACHMENTS.  I WOULD LIKE TO RESOLVE VS GOING THROUGH THE ATTORNEY GENERAL'S OFFICE.
  
  
  Regards,
  
  
  
  ***** ******
  
  

  Business Response

  Date: 08/24/2023

  Dear Mediator, 

  The obligation of Big Sandy Service is to repair the product. We are unable to replace the washer unless it has an issue that can not be repaired, and that can't be determined unless we are given the opportunity to go back to the customer's home.  For the previous service request opened March 2023, we were not able to do an inspection or evaluate the work that the technician completed during the first service call, because the customer requested that we stop our communication attempts. In addition, this week we opened a new service request and attempted to contact the customer by calling and leaving a phone message, but the customer has not returned the phone call to let us schedule for the technician to go out.

  Attached is the invoice for this December 2021 purchase. As indicated on the invoice, the customer has a 5 year manufacturer warranty.  If desired, the customer can reach out to ********* directly at phone ###-###-#### to see if there is anything they would be willing to do. 

  Customer Answer

  Date: 09/01/2023

  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.   That is a false statement made by Big Sandy about the recent call.  I did return a phone call on 8/22?23 (same day) and spoke with Terrence.  He told me there was NO open order.  I explained the whole thing all over again and he told me to contact the sales rep.  That's been done over and over.  After placing me on hold, he came back and stated this situation was not a Big Sandy issue and it was a manufacturer issue.   I disagree for many reasons.  The same Terrence called back again and left a vmail on 8/30 trying to schedule an appt.  I called back the same day and spoke with John.  I advised him I would be working with the manufacturer as his dept advised. 
  

    In the meantime, I have contacted the manufacturer.  I must say that I was treated with the utmost respect and professionalism.  They care coming out in the very near future to assess.   They will be wearing a mask unlike Big Sandy.   They want to work with me as my clothes are shredded and water coming out from underneath the machine.  I am very pleased with the interaction with *********.  I wish I would have contacted right after the install. 
  
  
  Regards,
  
  
  
  ***** ******
  
  

  Business Response

  Date: 09/12/2023

  Dear Mediator, 

  We apologize for the customer being ill advised, but after review, there was a service request for the washer opened on 8/22/23.  The phone call the customer was returning was from the supervisor who opened the request. After that was noted, the next history notes are where Terence left the voicemail and the customer called back and spoke to John.

  
  With that noted, Big Sandy is glad that the manufacturer is able to assist the customer and hopes they are able to come to a resolution that the customer is satisfied with.

  Customer Answer

  Date: 09/18/2023

  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.  The manufacturer rep actually carried tools, unlike Big Sandy Rep who did not have a leveler and made things far worse.  The problem remains.  I was advised I was oversold and the washer is too large for a single person, especially someone who is home bound.  I specifically told the rep, Jason, I wanted HIGH EFFICIENCY, and the large bin, large agitator, LONG CYCLES have driven water and electricity cost sky high.  With that being said, my items have been damaged.  I was hoodwinked and Big Sandy won't return even though this stems from a faulty install and a faulty service call?

  I would pay extra to get this large washing machine out and get the proper machine replaced.  Let me know how much.  I am also writing ********* but this stems from a mistake Big Sandy made, not *********.  You oversold me!!  That's what happens when you can't go into a store and you speak over the phone.  It is unfair and unethical. You took advantage of me and my situation.
  
  
  Regards,
  
  
  
  ***** ******
  
  

  Customer Answer

  Date: 09/21/2023

  You have not read any of the information I sent over.  The problem still exists.  Even thought the mfg rep (who came prepared unlike your incompetent svc), it is fixed temporarily.   Been in this house almost 30 years and other washing machines were able to function.  I'm being told I have to hire a contractor to pour a cement block (which is going to cost at least $1000) becuase the legs on this machine are unlike the ones from before.  ALSO, YOUR SALES REP SOLD ME A MACHINE WITH AN AGITATOR AND A VERY LARGE TUB WITH LONG CYCLES.  That is not what i needed.  I want to trade in for another smaller one with a "plate" vs agitator.  I will pay extra for that even though your sales rep deceptively OVERSOLD me.  Again, I have a disability and I cannot go into dept stores as this was done over the phone.  I made my wishes very clear.  Your machine costs more to run, water and electricity and I wanted HE.

   

  You need to listen to what I am saying.  I am happy to report this to ATTY GEN as this was deceptive in how you didn't come out for 14 months to fix the install issue.  Then when you sent your rep he was NOT properly trained (no leveler-that was the whole point) and caused more issues with water coming from the bottom and the washer shaking violently and "walking" from the wall.   You need to make this situation right.

   

   

  Date Sent: 9/18/2023 10:24:54 AM
  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 manufacturer rep actually carried tools, unlike Big Sandy Rep who did not have a leveler and made things far worse.  The problem remains.  I was advised I was oversold and the washer is too large for a single person, especially someone who is home bound.  I specifically told the rep, Jason, I wanted HIGH EFFICIENCY, and the large bin, large agitator, LONG CYCLES have driven water and electricity cost sky high.  With that being said, my items have been damaged.  I was hoodwinked and Big Sandy won't return even though this stems from a faulty install and a faulty service call?
  
  I would pay extra to get this large washing machine out and get the proper machine replaced.  Let me know how much.  I am also writing ********* but this stems from a mistake Big Sandy made, not *********.  You oversold me!!  That's what happens when you can't go into a store and you speak over the phone.  It is unfair and unethical. You took advantage of me and my situation.
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  Date:08/15/2023

  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.

  At this point we bought furniture in November of last year and everything has been damaged on arrival or broke within days of having it. We had a table delivered and broke within a week. We had a love seat delivered with damage stiching that took Weeks to get repaired. When we finally did get our couch months later it was delivered broken and had to be replaced. Now our love seat is damaged one tech came out looked at it waited weeks for repair then come to find out the part he replaced was not the actual problem. Big Sandy's tech told us he would talk to his manager and get the right parts ordered. That never happened when I called in the tech closed the workorder saying it was repaired even though it was not. Called in got a second tech to come out and he ordered the parts to repair it. We went on vacation for 3 weeks come back to voice-mail to repair the couch and I call and they sent the parts back and we have to start the process all over again. This is the biggest joke of a company I have called in multiple times asking for a manager and told we will get a call back that never happens or hung up on. I have been paying for furniture that has been broken or damaged longer than I have actual had it. They do not return calls and attempts to talk to a manager leads to me being hung up on.

  Business Response

  Date: 08/21/2023

  Dear Mediator:

  Upon further review of this complaint, Big Sandy Superstore will replace the loveseat.  The salesperson from the store will be contacting the customer to schedule the exchange.

• Initial Complaint

  Date:08/07/2023

  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 purchased a ***** appliance package from big Sandy's. Back in March. First they didn't send the legs with the stove. I had to wait on those. Then they didn't order the panel to go with the dishwasher so I had to wait on that. Then I realized they didn't send the top pieces to the burnes on my stove so I have been calling and messaging for over a month trying to get the missing pieces. I am unable to cook on my stove and I paid around $13,000. Cash for these appliances.

  Business Response

  Date: 08/07/2023

  Dear Mediator, 

  We apologize for the delay, but upon follow up with the manufacturer, Big Sandy Superstore has been advised that the missing pieces/ parts for the range are being shipped to the customer's address on 8/8/23.

• Initial Complaint

  Date:08/03/2023

  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 a washing machine it was delivered July 18,2023. I hadn't moved into my home, so I didn't use it until July 30, 2023. My first time using the washer, there was water spilling out from the bottom of the unit. I called the service center so they could assist me; they came August 1,2023. They informed me that was a hole in the washer. I called the store seeking a replacement, they said once the washer is in my home I am responsible and have to use the service plan I purchased. I requested a call from the manager and keep getting routed to the service department. I would like the washer; which I purchased new to be replaced with the same model. They have offered offered to repair the until using my service plan. Due to my inability to use the original product I purchased,I believe I have the right to a new product that is equal to what I purchased.

  Business Response

  Date: 08/07/2023

  Dear Mediator, 

  Since the washer was purchased in July, it is still under the manufacturer's warranty, and the manufacturer would be the party responsible for approving any exchange.  However, our records indicate that a service technician was in the customer's home to repair the washer and completed the repair on 8/4/23, replacing the drain pump and hose.