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

  
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  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

  1404 N Bridge St Chillicothe, OH 45601

  

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:03/27/2023

  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 have added the only picture of a receipt that I received. They never sent any type of contract at all. My issue is ai bought a Samsung refrigerator online on March 12 it was delivered on March 15 on March 18. We realize that it wasn’t cooling correctly so we tried to turn it down. I honestly never paid any attention to it for the next couple of days and then on Monday the 20th I called big Sandy and told him the issues, and they told me to call Samsung and do troubleshooting.
  I called and spoke with Samsung did the troubleshooting and Samsung instructed me to wait for six hours to see if it called it did not so I called big Sandy back and they scheduled a technician to come out for today which is March 27. The technician said the motor was bad and that he would have to order one and it would be 4 to 5 business days before it would arrive so this leaves me nearly 2 weeks without a refrigerator whenever I bought the refrigerator brand new.. I have asked big Sandy to replace the refrigerator and they will not. I’ve asked for an exchange and they will not and they said that it had been in my home for longer than three days and there was nothing they could do. In the state of Ohio, it states that you have 30 days to return an item, and whenever I brought this up to big Sandy, the gentleman I was spoke with his name was *****. He told me to take it up with the Better Business Bureau . I have lost 100’s of dollars with of food and have no way to buy food to cook for my family. This is very frustrating .and they will not do anything to expedite the process or to make this right. I have even asked do a loaner in the meantime and they refused. This has left me in a horrible spot and I have no true resolution in sight. I am hoping you can help. I could have bought a used appliance and gotten better customer service than this. I believe big Sandy should be held responsible for the appliances. They sell when they come in to a home nonworking. Thanks so much

  Business Response

  Date: 03/28/2023

  Dear Mediator,

   We are a self servicing retailer and the MFG warranty is a repair warranty. We are contractually obligated to repair the unit if it is repairable and parts are available. We received the service request on 3/23/2023, had a technician out on 3/27/2023 to diagnose the issue. We have the customer scheduled for part installation on Friday 3/31/2023. In order for us to get authorization to return it, we would have to have a technician contact Samsung from the customers home and Samsung has to deem it non repairable. 

• Initial Complaint

  Date:03/21/2023

  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.

  On 08/24/2022, my wife and I purchased a kitchen appliance bundle (invoice# ***********) from Big Sandy Superstore (Pikeville, KY store). Delivery was on 09/06/2022. We paid $7180.34 for this bundle package.
  During delivery the crew from Big Sandy was attempting to climb the staircase in my home that leads to my kitchen with the purchased refrigerator/freezer. Half-way up the stairs they lost control of it. The refrigerator slammed into the wall and then onto my stairway rail and banisters. Major damage occurred to my stair posts, banisters, stair treads and wall. The refrigerator was destroyed.
  I contacted the store immediately. Management assured me that a new refrigerator would be ordered and delivered and damage to my house would be repaired. Photos were taken by the company as well as myself. As of this date, I still have not been contacted.
  The new unit was delivered on 09/13/2022 without further incidence. However, the damage to my home has not been repaired. Multiple contact attempts with Big Sandy Superstore management both written and in- person has yet to produce any results- with the exception of being instructed to get a repair estimate. On 10/31/2022 I paid $200.00 for a written repair estimate from a local contractor. The estimated damage to my home is $2215.00. I presented this estimate to the store the next day.
  On 01/20/2023, I sent a certified letter to the corporate offices of Big Sandy Superstores to remind them that they have not contacted me concerning these damages. I stated that I would begin to take action against them if I haven't received some kind of communication by 02/22/2023. I still have not been contacted. Can you help me resolve this matter?

  Business Response

  Date: 03/23/2023

  Dear Mediator,

  We apologize for the delay in getting this resolved.  We have contacted the delivery company that is responsible for the repair, and they are still working on the resolution in getting a contractor scheduled.  Per that supervisor, the customer is being contacted to let him know what the issue is.

  Business Response

  Date: 05/31/2023

  Dear Mediator,

  Since Carl J****** J****** is at a stand still due to not having that 2nd contractor estimate, a Corporate Customer Service Manager from Big Sandy Superstore will be contacting Mr. ********** to see if he is open to discussing the settlement amount. 

  Customer Answer

  Date: 06/07/2023

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

  Big Sandy Superstore and I have agreed to a settle this issue. Big Sandy Superstore has agreed to mail me a check in the amount of $1000.00. I agree to close this complaint with a reopen option if a check in the amount of the agreement is not received    Thank You. 

• Initial Complaint

  Date:03/21/2023

  Type:Sales and Advertising 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 6/21/22 we purchased furniture $3998.41 and was presented a total care warranty for an additional $839.99, which we also purchased, with the option; (if not used after a few months, we could get furniture for $839.99 or redeem for 839.99. This was the “selling point” by the manager, not the salesperson. He pushed this option. Now we’re told we have to spend 2 x $839.99 = $1679.98 in order to redeem. This was not acknowledged, recorded anywhere.
  See Attachments
  Purchase at: Big Sandy, **** ************ ***** ***** ******** ** *****

  Business Response

  Date: 03/21/2023

  Dear Mediator,

  The customer contacted Big Sandy Superstore and spoke with Corporate Customer Service Management on 3/14/23.  The policy for redeeming extended warranty is as the customer has stated.  To redeem the full amount, the customer would need to spend double that amount on the new purchase. We apologize that the policy was not explained better and that the customer wasn't given anything in writing regarding the total care warranty and conditions.  One of the immediate benefits of purchasing the extended warranty, however, was free delivery.  After reviewing the situation, we offered to refund the customer his warranty minus what he would have been required to pay for delivery.  The customer agreed, and Big Sandy Superstore mailed a $710 refund check to the customer on 3/15/23. 

   

• Initial Complaint

  Date:03/17/2023

  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 sectional and when delivered it was too big for the living room so we scheduled for a switch out and I picked out a different sectional and customized it to where it was the same price with Samantha. She worked the numbers and I placed my order for the new sectional. When the delivery drivers came to pick the old one up and put in the new one they said it was two different materials and that they messed the order up and that we would be stuck with the old one till the right one came.
  Samantha called me the next day apologizing for the mess up and that she ordered the wrong piece and wanted me to pay $533 more or can ask for an increase on my big Sandy card. Meaning my credit would get hit again.
  
  I think it’s ridiculous I have to pay for your guys screw up. After we doubled checked the papers before making the purchase. Plus the 100 dollars I paid for at the store for the difference.
  
  The first couch I paid for I paid 340 dollars at the store on top of the card charge. I’m beginning to think y’all are trying to scam me out of money.

  Business Response

  Date: 03/21/2023

  Dear Mediator,

  In review of this complaint, the error with the covering of the chaise wasn't intentional.  The salesperson wrote up fabric instead of the leather that the customer had chosen, but since the color was correct, the error in the covering wasn't detected when the invoice was reviewed.  Also, the price difference is due to leather being more expensive than polyester fabric. Big Sandy Superstore is not trying to scam or deceive the customer, only trying to get him the product that he truly wants. Please accept our apologies.
  
  

• Initial Complaint

  Date:03/15/2023

  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 a sectional couch and the sales associate talked us into purchasing an extended warranty which cost over 300.00. She told us if anything were to happen to the couch they would clean it, repair or replace it. I contacted Big Sandy about having my couch cleaned over 4 months ago to clean it. I received a call today stating that from the pictures I sent they needed to order new cushions for the couch and realized they no longer manufacture the couch I purchased and they cannot order any parts for this couch. I want reimbursed the money I paid for the warranty or a new couch since I paid almost 3,000 and have no warranty.

  Business Response

  Date: 03/16/2023

  Dear *********

   We have a professional cleaner at the customers home to clean the stain that was reported.

  Business Response

  Date: 03/21/2023

  Dear *********

   We will cancel the service request for the cleaner and refund the cost of the service policy. Someone from the store will be in touch with the customer.

  Customer Answer

  Date: 03/21/2023

  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. 
  
  I will update as soon as I am reimbursed.
  
  Regards,
  
  
  
  ******** *******
  

• Initial Complaint

  Date:03/10/2023

  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.

  Had refrigerator delivered. Have damage to my original hardwood floors from 1933. Walls, floor damaged!!!

  Business Response

  Date: 03/13/2023

  Dear Mediator,

  We do apologize that the delivery team had unforeseen issues.  The customer property damage report was filed, and upon further review, the repairman is scheduled to be at the customer's home on 3/15/23.

   

  Customer Answer

  Date: 03/13/2023

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

   

  They offered a 5% or 10% discount on the product.  But it is damaged with nicks & dings & scratches now.  Not acceptable in the least bit!  Big Sandy has done nothing but say “it’s not our fault”.  I still have damages to linoleum floors, hardwood floors, walls, cabinets, trim and zero resolution!

  Business Response

  Date: 03/15/2023

  Dear Mediator,

  Big Sandy Superstore is returning the refrigerator due to damages and will refund the customer once the refrigerator has been picked up.  Also, the delivery team that Big Sandy Superstore contracts with is still sending a repairman to the customer's home and, as previously noted, that scheduled date is 3/15/23.

• Initial Complaint

  Date:03/08/2023

  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 purchase a new Maytag washer and dryer pair from Big Sandy Superstore on March 12, 2019. This is listed as a commercial grade washer. Model ***********. We usually only run maybe 1-2 loads per day. I spent $2065.17 and also purchased an extended warranty for the products. Within the first three months of having the washer it stopped working. I waited a few weeks for Big Sandy to come and assess the problem. The repair tech told me that the repair parts he ordered for the repairs were actually more than I had paid to purchase the washer. I contacted Big Sandy to possibly get a replacement and was told that MAYTAG will not allow them to replace but only repair appliances. He and another repair tech completely rebuild the washer in our garage once the parts came in. I waited almost a month to have these parts installed. In Dec. of 2022 the washer started acting up again. I contacted Big Sandy for another repair. I waited three weeks for an appointment and the original repair man stated that he was going to order the same parts again to rebuild the washer. This time it took another two weeks for parts and when a different guy came he stated that the wrong parts had been ordered. I waited almost a month for the parts to come in and finally had it repaired towards the end of February. We have only had a working washing machine for the last two weeks since the middle of December. I have a family of 5 and that is unacceptable. The washer has leaked grease/oil all over our floors and all over our laundry room trim. Heaven forbid they try to clean up the mess that it made. I am now waiting 3 more weeks for another repair technician to come back out for another service. The washer lid is now cracked, I'm guessing from being taken apart so many times and will not lock. It now is giving an F5 code which is either the washer safety lock or main computer board has gone bad. Really! I unplugged the unit and for some reason it was still storing power and beeped for 5 minutes.

  Business Response

  Date: 03/09/2023

  Dear *********

   The extended service company has authorized an exchange on this washer. Someone from the sales team will be reaching out to make the arrangements with the customer.

   

  Customer Answer

  Date: 03/09/2023

  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:03/03/2023

  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 bought a fridge, stove, dishwasher and microwave from big Sandy’s in ******** **** the end of 2021. This was around 6,000 plus I bought a warranty. After many visits to my home, due to wrong stove and getting my microwave installed under my cabinets that no one was ever able to do. I have a microwave that is hanging forward looking like it’s going to fall out for over a year. I was so fed up with it I told them not to send one more person to my home and they listened to that. So it is now 2023 and it’s still hanging. My fridge wasnt getting cold so they came out to fix on 3/2/23 but of course they have to order a part and have to wait for them to call me. I spoke to a supervisor who went by the name Jen who said she would take of it and get my microwave installed correctly! Great I thought.. they sent a delivery guy today 3/3/23 for a repair! Guess what.. he didn’t have a bracket. This guy said he will put in for a new microwave and install when he calls the office. I get a call today because I texted them and this lady says they don’t have a work order for this!! I also bought a leather couch and chair a few years ago and bought warranty. When the couch got discolored where your head hits, I called and was told I only bought the warranty on the chair. I told “Jen” about this too and sent her pictures along with my hanging microwave. I received a text later asking if I was sure I bought it from them. I want my fridge and microwave fixed now!

  Business Response

  Date: 03/06/2023

  Dear Mediator,

   The parts for the refrigerator are in transit. The customer will be receiving a call to schedule. We have authorized an exchange on the microwave. Someone will be in touch to schedule the exchange. Jenny and a corporate manager both were unable to find a purchase invoice for furniture under the names/phone numbers and address provided. It does appear that the furniture may have been purchased from a different retailer.

• Initial Complaint

  Date:03/03/2023

  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.

  On 1/14/2023 we put money down on a furniture set at Big Sandy Superstore in ********** **. They gave us a delivery date of 3/2/2023 granted that the furniture came in. They called and confirmed the furniture had came in on 2/17 and the next day we went to the store and paid the renaming balance for a total of $4300 and locked in a promise delivery date of 3/2/23. On 3/1/2023 we called the store to ask about a time window and couldn’t get anyone to talk to us. The next morning on 3/2/2023 my wife called at 10:00am when the store opened to confirm a delivery time window and was told a few different excuses why our furniture wouldn’t be there on that date and later blamed it on a computer glitch. I had to miss out on a day of wages due to having to be here to remove doors to enable them to get the furniture in without damaging my property. On 2/26 we removed our old furniture so that our end of the deal was completed before delivery. We spoke to 2 different managers that could not give us another delivery date. One time they said Saturday 3/4 then was told Monday 3/6 and was promised a return call to confirm. No one called back and the store stopped answering our calls. Today 3/3 I called and asked a different manager if he could confirm a delivery date and was told he would check with the delivery and call me right back, 2 hrs later no call and when I called back I was told he was busy with a customer. I have never been treated this poorly on service and feel completely neglected. I was originally offered a $100 gift card for inconvenience but feel that is unfair. I feel that I should receive $100 cash each day that my furniture is not delivered. I have had to cancel a family gathering due to not having my couches and as of now we have been without furniture for 6 days as of today 3/3/2023. I’m am asking for your help to please resolve this issue. This is by far the most unprofessional business I have ever dealt with personally.

  Business Response

  Date: 03/06/2023

  Dear Mediator,

  Please accept our apology for the error. Upon review of this complaint, we find that the store has already arranged for this customer to be delivered on 3/7/2023.

• Initial Complaint

  Date:03/02/2023

  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 new refrigerator from Big Sandy in ****** **** in the second week of December of 2022. About 5 weeks later I seen a bug crawling from under the fridge. Told my Husband about it and put seven dust on a paper plate under the fridge. About 10 days later, a swarm of coaches came rolling out of the back of the fridge!!!. We contacted the store and the customer service phone number. Was told a technician would be there to look at it. The tech never showed up, absolutely no response from anyone in anyway at all. We paid around 970 dollars for the fridge and I refuse to have it in my house.

  Business Response

  Date: 03/06/2023

  Dear Mediator,

   When the customer called in a service order was generated. There has not been a technician scheduled to the customers home as this is not something a technician can service. The customer would need to contact an exterminator.