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:07/29/2023
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.
Overall we have not had a very good experience but more recently our brand new couch has began creaking after only 2 weeks.
We reached out to our salesperson who says this is not covered.
I’m not satisfied with this response or the purchase at this time.
Please get someone to fix our couch
Business Response
Date: 08/02/2023
Dear Mediator,
Big Sandy Service will contact the customer to open the service request and to schedule for the technician's visit to inspect the sofa.
Customer Answer
Date: 08/08/2023
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.
Thank you for taking care of the issue. Please be advised that I wouldn’t have had to make this complaint if our sales person would have just sent someone out originally.

Regards,

****** ******
Initial Complaint
Date:07/19/2023
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 July 4th 2023 I purchased a couch from big sandy superstore. This was a clearance couch so we checked it over and decided it was in good shape with no stains so we bought it. It got delivered on 7/13/23 with a large grease stain on the top of the couch. We tried to clean it with no luck so we called the store to inform them. They said they had to send a tech out to look at it first. The tech came today 7/19/23, Al he did was spray some cleaner wipe it a few times with a rag and left. The stain is still there and no one has been able to give us any real answers. This is completely unacceptable, when I buy a couch whether it’s clearance or not, I expect it to show up in the same condition it was sold to me in. We have reached out to the store on at least 3 occasions and no one we talk to seems concerned. I expect better out of a well known company like Big Sandy Superstore.
Business Response
Date: 07/21/2023
Dear Mediator,
We offered the customer a discount to keep this as is or reselect. The customer chose to reselect. The store of purchase has been advised.

Customer Answer
Date: 07/21/2023
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:07/14/2023
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 LG TV set OCT 16th 2022. This TV stopped working at the end of May 2023. Big Sandy’s has tried to repair it with no success. They refuse to replace the TV set even though we are now will into July. LG had ****** TV pick it up last week and they are trying to order more parts but the parts are on back order. The experience with Big Sandy’s has been less than desirable with rude store MGR and other team members as well. Customer satisfaction obviously is not a concern for this company. At the end I’m buying a TV today due to I give up on the nonsense between LG and Big Sandy’s.
Business Response
Date: 07/21/2023
Dear Mediator,
LG MFG warranty is a repair warranty. Big Sandy had a service call for the customer that was unsuccessful. Per the warranty terms we placed an order for additional parts. In the meantime the customer contacted the MFG directly and they sent a different servicer out. We have been in contact with LG and our corporate management team is working directly with the customer and LG to find resolution.
Customer Answer
Date: 07/21/2023
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:07/13/2023
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.
06/12/2023 purchased dinette set total price was $ 593.48. First dinette was delivered damaged. Second replacement dinette was delivered damaged. Refused damaged items and canceled the order. Requested refund, all took place within a week. Received a partial refund back to my CC on 06/27/2023 in the amount of $539.85. Called to request what I paid, was told sorry that was what my refund was because of a CRM? Asked what kind of fee was that, they could not explain exactly what it was. The items were delivered damaged not once but twice. I am still owed $53.63. I should not be penalized for their damaged goods. Could you please help me get back the total of what I paid. I am asking for nothing more but expect nothing less. I have no product to show for this fee and no reason why I should not receive back what I paid. Have called more than once to try and resolve issue but just getting the same response and the runaround. Thank you
Business Response
Date: 07/14/2023
Dear Mediator,
Upon review of the situation, Big Sandy Superstore confirmed the error in the amount that had been refunded. On July 14, 2023, the customer was refunded the additional $53.63. Please accept our apologies for the delay.
Customer Answer
Date: 07/14/2023
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:07/06/2023
Type:Delivery 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.
We purchased a Samsung Refrigerator on 6/13/2023 from Big Sandy Superstore at the Teays Valley Big Sandy, Invoice # ***********. This was to be delivered and installed with the removal of the old refrigerator on 06/16/2023. The delivery drivers showed up at our house and stated that they were unable to take old refrigerator dur to the doors not being off of it. My wife removed the doors after they drug it into our living room through our dining room. They then refused to hook up the water lines to the refrigerator saying that they did not have the kit that we purchased. The drivers left our home so quickly that they left tools behind and tore off our front storm door. I called the sales manager Jordan M***** and he came to our home himself and hooked up the new appliance. My wife tells him about the incident and the damages and he told her that Big Sandy would make it right. A guy from Michigan called me ###-###-#### saying he was the delivery manager and he has done nothing but given us the runaround about getting our floor repaired. We sent him the estimates that he requested and keep getting road blocks with excuses. I have invoices, texts, video camera footage, pictures and repair estimate availabe if needed.
Business Response
Date: 07/11/2023
Dear *********
Per the delivery company Management, they have attempted to get the customer taken care of but haven't come to an agreement on how that is being done. A Corporate Customer Service Manager from Big Sandy Superstore will contact the customer to further discuss and assist with this matter.
Business Response
Date: 07/13/2023
Dear *********
A Corporate Customer Service Manager has spoken with the customer and has contacted the delivery company to assist in getting this resolved.

Customer Answer
Date: 07/14/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** ********* and still waiting for the issue to be resolved.

Regards,

****** ******
Initial Complaint
Date:07/05/2023
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.
Wont deliver as promised and now corporate and store doesnt know when or if furniture will be delivered and our furniture we gave away in which included 2 new recliners was given away to make room for new furniture promised over a month ago with only a couch being delivered when they were told NOT too deliver unless they could deliver it all at once so we had to give away our other furniture to make room for new furniture w/ living room empty over a month w/ NO knowledge of if or when we will receive rest of furniture. Just wanted to pick out another suite at cost of one weve been paying for but they have refused twice. We need to get this resolved as Im planning on bringing suit for furniture we gave away and delivered to receive furniture we have been paying for but havent received anything but promises and lies.
Business Response
Date: 07/07/2023
Dear Mediator,
Big Sandy Superstore apologizes for the delay and any miscommunication, but at this time, the manufacturer hasn't confirmed when the loveseat and recliner will arrive. Per store management, the customer can reselect to another living room group that is in stock, if that would be better for the customer.
Customer Answer
Date: 07/19/2023
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.
We went to the store on 7/16 to settle this and we did pick out a set and according to the advertisement on the table, it was almost the same price. They said that was just the price for the Sofa only. If they want to settle this I would like the living "set" sofa, loveseat that Spencer and I spoke about for the same price that I originally paid. Spencer knows which set we are referring to. They don't have anything else in stock that match in pricing.
We are still without furniture and they said we need to pay a extra delivery charge and a processing fee. We already paid a $51 processing fee & paid delivery. That's not fair! It's not my fault they don't have the furniture and can't give me a date when it will be in. I would really like to get this resolved.

Regards,

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

Business Response
Date: 07/24/2023
Dear Mediator,
In review of the additional complaint, unfortunately, Big Sandy is unable to provide the sofa and loveseat for the combined price of $1599, when the retail value is that price just for the sofa.
As advised, store management is willing to work with the customer in the reselection. An option is another group consisting of a sofa, loveseat and recliner at the price of $1938.000 with a discount to the recliner to allow a closer match to the original price. (On the original purchase on 6/3/23, the price of the sofa, loveseat, recliner and the Total Care extended warranty was $1798.98. By purchasing that extended warranty, the $100 delivery fee was waived.) Because this invoice doesn't include an extended warranty, there is a delivery charge reflected on this invoice. There is a $139 difference, however, please note, that on 6/23/23, two (2) lamps with a retail value of $169 each were given to the customer for free.

Please see attached.
Customer Answer
Date: 08/11/2023
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.
Please see attached rebuttal dtd 8/8/2023

Regards,

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

Business Response
Date: 08/18/2023
Dear Mediator,
Please be advised that store management spoke with the customer again, and Big Sandy Superstore delivered a sofa, loveseat and recliner to this customer on 8/18/23.
Initial Complaint
Date:07/01/2023
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.
Purchased couch and 5 year warranty plan right before Covid couch broke and parts were ordered took over a year to get replacement parts that came were also broke. More ordered replaced couch still broken repair man said it was twisted due not being repaired or replaced when it broke I the first place. Contacted store and they set a noter repair man that took one look said ya that needs replaced I called the store shortly after and they said they were going to refund me just the warranty cost because it’s MY fault the couch was broken I send a email to the store in ****** telling them I will not accept that they are breaking contract and I will only accept full repair replacement or refund per our warranty agreement that I paid extra for upgraded warranty I have gotten no response. I had even said I would take a in-store credit but seeing this I no longer will accept that it will just be none stop issues if anything happens. This is unacceptable business conduct.
Business Response
Date: 07/07/2023
Dear Mediator,
After further review of the Work Order, Big Sandy Service will be continuing with repair. Once all parts are available, the customer will be notified to schedule the repair.

Customer Answer
Date: 07/07/2023
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 as long is the repair is completely repaired/replaced as should be thanks you for your time and I do regret it had to come to this to resolve.

Regards,

***** *******
Initial Complaint
Date:06/30/2023
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.
Purchased appliance package November 2022. Still have incomplete set. Item now discontinued ( Tuscan panels). Asked to replace package with different set and was denied by corporate. If any appliance breaks there will be no match. No date on missing panels arriving and have been told since delivery that they are on back order.
We want this resolved
Business Response
Date: 07/07/2023
Dear Mediator,
Big Sandy Superstore apologizes for the delay, but at this time, the manufacturer hasn't confirmed when the panels will arrive. The customer was aware prior to the delivery of the refrigerator that two (2) panels weren't available, per customer discussions with the store and a Corporate Customer Service Manager. We will contact the customer and provide resolution as soon as possible.
Customer Answer
Date: 07/11/2023
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,

***** *******
We told Big Sandy NOT to deliver the refrigerator until ALL the panels were in. They went ahead and had it delivered WITHOUT the panels. We want new panels for the refrigerator, stove, microwave and dishwasher, all in a color that has not been discontinued. This has been going on since November 2022. Don’t you think it’s time to make it right?

7/17/2023 - per phone call from the customer to BBB. "Just to clarify, I am willing accept another color that is available for "all, (4)" of my appliances, such as stainless steel, etc." I would panels that all match. Please contact me to confirm when this will be possible. My phone number is: PH: ###-###-####.
Business Response
Date: 08/02/2023
Dear Mediator,
After further review, Big Sandy Superstore will replace the panels on the refrigerator to a color that is in stock and will exchange the stove, microwave and dishwasher, in order for those pieces to match the color of the panels chosen for the refrigerator.
Initial Complaint
Date:06/27/2023
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 an adjustable bed and they offered a service/insurance plan, If anything happened to the bed for five years. Told him I’ve had bad experiences in the past with these types of plans with scheduling and not being fulfilled so I wanted to decline. I was told that I would not have the issues that I had before and went ahead and purchased, the service/insurance plan. After owning the adjustable bed for less than two years, it stopped working and needs replacement parts. I have asked for late afternoon to accommodate my work schedule, because they do not work on the weekends, but they cannot accommodate. The reason they said they cannot accommodate is because it requires “two people“.
They have tried to come out to my house twice to repair, but they have showed up in the morning when I said I would be at work. I am starting to have sleep issues not having my adjustable bed and would like to get it fixed ASAP
Business Response
Date: 06/29/2023
Dear Mediator,
We are tying to reach the customer to set up an appointment that will work for their schedule. Our Scheduling lead left a voicemail asking the customer to return the call.

Customer Answer
Date: 06/30/2023
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:06/22/2023
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 a dishwasher from Big Sandy in ********** ****. I have been waiting on a control panel for over a month. Th technician came today again for the second time to check the dishwasher again. The control panel was supposed to be ordered on June 1st and fixed last week. They canceled last week and scheduled for today. They didn't have the control panel again. I ask for your help on resolving this issue.
Business Response
Date: 06/29/2023
Dear Mediator,
Our records show that the dishwasher was approved for an exchange by the extended service company.

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