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

  
• 

  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:06/12/2023

  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.

  Bought a ** refrigerator in December, 2022 for $3000 along with extended warranty. Problems started right away with the ice maker not working. Parts ordered and replaced after weeks. Problems continuing with freezer thawing causing meat to ruin. Up to present time, parts were ordered 5 times, worked on. Waiting on parts at this time.Rep said they would furnish form for replacement of spoiled meat (including 1/4 beef), they never did. I have asked for a new replacement refrigerator several times but they keep trying new parts. This has been worse than buying a used unit and sometimes I wonder if I did. I want a new refrigerator, spoilage compensated and the general public to be alerted about this unprofessional and unfair business.

  Business Response

  Date: 06/14/2023

  Dear Mediator,
   The MFG has approved an exchange on this refrigerator. The store will be in contact with the customer soon to make the arrangements.

   

• Initial Complaint

  Date:06/11/2023

  Type:Billing 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 December of 2022 I bought approx $6000 worth of appliances and furniture. I was told I would receive gift cards and a **** card rebate of $900 to spend any way I choose. I received the gift cards but never received the ****. I have called on numerous occasions and was told I would get it the original promise of receipt was supposed to be 3 weeks. I want the **** or all my money back which ever they choose.

  Business Response

  Date: 06/15/2023

  Dear Mediator,

  Big Sandy Superstore obviously wants *** **** to receive any rebate he is due.  A Corporate Customer Service Manager will be contacting *** **** to assist him with this matter.

• Initial Complaint

  Date:06/08/2023

  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 and I purchased living room furniture from Big Sandy Superstore back in September of 2022. It is the worst furniture we have ever purchased! The fabric on the furniture pills and snags to the point that I have to use a sweater shaver on it to make it look presentable. We had a gentleman from the store (subcontractor) to look at it a few months after purchase and he told my daughter that it was normal to have pills and snags on new furniture. The backs of the sofa and loveseat cushions were breaking down already as well. He put in a service call to have the cushions repaired. In order to do that the fabric on the back of the sofa had to be removed and then tacked back on once the replacements were inserted. It has helped with the sofa but the loveseat was not repaired even though it was the same way. When they schedule you for a service call it is all done through an automated text service and you cannot request a block of time during the day to have a repair person come. For instance it they schedule you for a morning appointment and you have to work you just have to keep rescheduling until you can get a block of time that works with your work schedule. That can go on for months! I called to complain and spoke to someone that was at a call center and she was snappy with me and said she scheduled me for an afternoon service call on such and such a day but I never received any notification and no one showed up. I have sent pictures as requested by the call center lady and it went nowhere! I have such buyers remorse over this purchase. We haven't even had it a year yet and it looks terrible. I wish I could return it to the store for a full refund but I doubt that would happen. Big Sandy has not been helpful or interested in my concerns. Buyers beware!!

  Business Response

  Date: 06/12/2023

  Dear Mediator,

   Fabric has a natural characteristic to pill. I have included some information on the pilling. We do offer customers the ability to schedule via a link. We also have schedulers in the call center that are able to assist. We only schedule the day, though. The timeframe is auto generated based on the technicians route. The timeframes are sent out to the customers the evening before service and they get a 3 hour window. The only thing we require is that the person that is there with the technician be 18 or older. This could be anyone that the customer knows loves or trusts to be in the home if they personally are not available for the appointment. Our records indicate that we have an  appointment scheduled 6/30/23

  Customer Answer

  Date: 06/16/2023

  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:06/07/2023

  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.

  We purchased a stove and a refrigerator from Big Sandy's both of them have went out we also purchase a warranty and extended warranty they did not honor it and they canceled our warranty and the warranty did not state that if we had any past or anything in our home that it would cancel the warranty we have older home and we take care of that problem but that's not what cause the refrigerator nor the stove to break down they did not honor the warranty agreement

  Business Response

  Date: 06/13/2023

  Dear Mediator,

   The MFG warranty and the extended service policy alike, become null and void if there are pests present in the appliances. Some pests chew on wires while other pest excrement can short out electronic parts etc. I have attached the policy details that are available on the website. Here is a link to the information as well. ******************************************************* I have also attached some of the pictures from the service order. 

   

• Initial Complaint

  Date:06/05/2023

  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.

  Bought washer 6/15/22. Tech came 3x’s not fixed. Returned. Left me with a $1,061.76 store credit. With credit got a mattress, delivered 4/21/23, wrong mattress. Called them. They brought another mattress 4/22/23 still wrong mattress.purchased another mattress, very strong chemical smell and crunchy plastic in mattress tech came detected smell and head plastic, returned. Sent another mattress #4 very strong chemical odor and crunchy plastic. I called Corporate and was sent an emal from Big Sandy Chillicothe stating 20% restocking fee& $79.99 plus tax to return #4. They said mattresses have “off “gasing” odor “. Was not told this upon purchase. Have tried sleeping on it and wake , have burning throat and eyes. When #3 & #4 arrived we aired them both outside, have sprinkled with baking soda. Nothing helps. Many nights of sleeping on couch and blow up mattress. This mattress is now in our garage. I have been misled by this company about mattress odors, And now they are wanting “my” money for return. I would discourage anyone from purchasing an item from this store They will not refund my money or now give me my full credit of $1,061 .76. This is a defective mattress with chemical odor and plastic.

  Business Response

  Date: 06/06/2023

  Dear Mediator,

  We do apologize for any miscommunication.  After reviewing this, Big Sandy Superstore will offer full credit back on either a different mattress or as in store credit.  A Corporate Customer Service Manager will contact **** ******** to further discuss this resolution.

• Initial Complaint

  Date:05/24/2023

  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.

  4/28-I was considering the purchase of a bedroom package in the Big Sandy in ******. Jenna W***** asked for my cell # and texted me her bus. card and price for package ($2,923.60 incl tax and free delivery for bed, dresser, mirror, chest, 2 nightstands).
  4/29-I responded to text accepted offer/paid in full/scheduled delivery.
  5/6-Package delivered. Dresser chipped, Mirror cracked. Wrong headboard. Jenna ordered replacement.
  5/12-Correct headboard delivered, but cracked. Jenna send a tech to look at it. Received text from unknown # stating it was Big Sandy Service Dept. and asking for photos of damage. Sent photos.
  5/20-Receive text from same unknown # offering 40% off to keep the damaged headboard. Then stating $120.97 was 40% off. Texted Jenna to advise of the odd text.
  5/21-She states she can either "get you a new one or you can keep the one you have for a discount". She then quotes a refund of $112.80. I request new headboard, state my disappointment in the hassle and request compensation. She states she will "send out an email and see what I can do".
  5/23-No response from Jenna so I follow up. She responds "...you can call into the store and ask to speak to a manager"
  5/24-Another text from the same unknown # asking what my decision is. I explain the situation and am told they can "...do 40% or we can exchange the headboard".

  Business Response

  Date: 05/31/2023

  Dear Mediator,

   Our records show that the customer received delivery of replacement headboard on 5/30/23. The service department did offer a discount to keep the damaged headboard as is. 

  Customer Answer

  Date: 05/31/2023

  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.

  There was no attempt to reach me. They offered $119 to keep a broken headboard for a $2,900 purchase of a bedroom suite via a text message. I hardly consider that an appropriate offer. No one has reached out to me directly. No phone call, no email. Only a random text offering $119 to keep a broken headboard. Not the kind of service anyone would be pleased with. 

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

  Customer Answer

  Date: 06/01/2023

  Yes. I received a new headboard on 5/30. Thank you. 

  Customer Answer

  Date: 06/06/2023

  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. 

  Yes. I received a new headboard on 5/30. Thank you. 
  
  
  
  Regards,
  
  
  
  ******* *******
  
  

• Initial Complaint

  Date:05/15/2023

  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.

  Washer had to be replace as they said it would take too long for the part and would send the same washer. They washer is different doesn’t match the dryer nor does it fit on the pedstal. Talk to Donna in customer service and she was very rude. I will never buy from them again. I bought a matching set and now I have a mismatch set!!!

  Business Response

  Date: 05/31/2023

  Dear Mediator, 

  As was advised to *** ********, the extended warranty approval was only for the washer, and we are unable to exchange the dryer. We do apologize for any discontent from that conversation.  However, since this review was posted, the store offered, to *** ********, a pedestal that would match and that the washer would fit better on. The pedestal was delivered on 5/25/23.

  Customer Answer

  Date: 05/31/2023

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

  Customer Answer

  Date: 06/01/2023

  They are still giving me a mismatch set as I bought a matching set washer and dryer as well as they are telling me I have to buy another extended warranty as since they replaced the washer r the warranty is gone. I would have rather had them bring me a washer to use until the parts arrive and not replaced the washer or replace the dryer with the matching one!!!!! I hate to say this but if this doesn’t get fix I’ll never buy another thing from them as I have spent a lot of money with them and I’ll tell everyone I talk to not to go to Big Sandy’s!!!

  Business Response

  Date: 06/15/2023

  Dear Mediator,

  As previously discussed, the extended warranty on the damaged washer was what qualified *** ******** for a new washer, and once the washer was exchanged that extended warranty was voided. We apologize that the washer and dryer don't match, however, the extended warranty company will not approve an exchange for just that reason. If *** ******** would like Big Sandy Superstore to discuss the pricing of the matching dryer with him, then we will have a store representative reach out.

  Customer Answer

  Date: 06/16/2023

  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. I should not have to rebuy another warranty and again I bought a matching set and now I don’t have one. And why should I have to pay for a dryer to match it they should have fixed the original washer.
  
  
  Regards,
  
  
  
  *** ********
  

  Customer Answer

  Date: 06/20/2023

  Hello I am sorry to say I don’t have the invoice or the warranty as it was all on file with Big Sandy. I did buy a five extended warranty on both the washer and dryer that I purchased from them about 2 years ago. Sorry 

  Business Response

  Date: 06/27/2023

  Dear Mediator,

  The extended warranty company made the decision to replace instead of continuing to try to repair, as this was the 2nd work order on this washer.  As with any extended warranty approved exchange, warranties do not carry over to the new unit, but the customer has the option of purchasing a new warranty. In addition, if the customer wants a matching set but doesn't have approval from the extended warranty company to do so, the customer can purchase the other item, in this case, the dryer.
  
  
  A copy of the original invoice is attached.

• Initial Complaint

  Date:04/27/2023

  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.

  We purchased a bed, mattress, and mattress cover from big Sandy of south point online. The bed was delivered but the mattress cover had to be picked up in Charleston. As we were putting the bed together, we realized one of the parts were broke. We took it with us to the Charleston store and they keep telling us we can’t bring it back they will send a new part. We have almost been waiting 6 months. I have contacted them numerous times, only to be told there is nothing they can do.

  Business Response

  Date: 05/04/2023

  Dear Mediator,

   We contacted the MFG and the part that is needed to repair this bed is on backorder. We have been in contact the the customer and we are going to send a tech to pick up the parts and have our furniture shop manager replicate it. We attempted to reach the customer for scheduling and left a message.

  Customer Answer

  Date: 05/04/2023

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

• Initial Complaint

  Date:04/24/2023

  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.

  Went to look for a new fridge on Tuesday 4-18-23 ended up going with a floor model fridge for 1400 plus tax and was given free delivery. Paid that same day in full and was told delivery would be Thursday. Come Wednesday we called and was told it was the following week on Thursday and we told them that we were told Thursday with no Daye so we thought it was that coming Thursday. They said they could get us in on Saturday. Come Saturday they are coming between 12 and 4. We sell our current fridge at 11 am. Delivery get there at around 2:30 on 4-22-23 but there's dents all over it. My wife called the store to find something out because when we bought it we were given paperwork that showed it was a floor model and no scratches or dents were present. Before my wife could get off the phone the delivery guys loaded up the fridge and left. The manager stated we could get our 1400 that we paid in store credit and go purchase a new one for 2000 if we didn't want the dented one and that even jf we called corporate thats all that could be done.We asked for a loaner fridge and the manager stated there was nothing they could do unless we went in and bought another fridge and took it home ourselves. The manager told my wofe that if we didn't buy a new one that nothing would be dome and no fridge will be getting delivered. That tells me they have new ones but they wanted to give us a dented beat up one when we have paperwork showing none of that was present. Now all of the food we had in our fridge will be going bad because they couldn't hold up there end of the deal and provide the fridge in the shape we paid for it to be in. I will be getting a lawyer if they do not fix the issue and I will be going after money to replace all the food that will be going bad and for the hassle of not having a fridge and also the expenses of all meals incurred to my family due to not having a fridge do to their neglect and error. They would not let us take money off for the dents if we accepted.

  Business Response

  Date: 04/25/2023

  Dear Mediator,

  Big Sandy Superstore has reached out to the customer to resolve this.  If the replacement option isn't suitable, Big Sandy Superstore will refund the customer.

  Customer Answer

  Date: 04/25/2023

  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. They gave me what I paid for the appliance but did not reimburse me for any losses. They are committing fraud and should be investigated for such. They think they are untouchable. The way they run business I don't think they will be in business for very much longer nor do they deserve to be.
  
  
  
  Regards,
  
  
  
  **** ********
  

• Initial Complaint

  Date:04/10/2023

  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 ******* washer and dryer set in Dec 2022. When the set was delivered the dryer did not work and it had to be returned and replaced . I called and requested service to the washer because when the washer was in the spin cycle it sounded like the washer was walking through my house. The service tech came out to inspect and advised the panels were bent and making the drum off balance. He advised they panels would need replaced. Weeks later I received a text message offering me 30% off the price to keep the washer as is. I declined and requested they fix it or provide a replacement. Again weeks went by, a sales rep called and offered a replacement, I accepted. The sales rep called back and advised he could not replace it , but offered me 30% off to keep as is since it was sold / purchased as is, he advised they don’t have any replacements, and the only replacements identical to my washer is also damaged in a different store. This is not good business. I was not aware it was sold as is or I would not have purchased the extended warranty. I just want the washer fixed . I don’t want any money I just want my investment, the washing machine fixed and to work properly. I still have not received an update or resolution as of today since March 2023.

  Business Response

  Date: 04/13/2023

  Dear Mediator,

   We attempted to contact the customer but had to leave a message. They are not aware of this yet. We have ordered the parts to repair the washer and we can schedule the install when we make contact.