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 has 26 locations, listed below.

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  Big Sandy Superstore

  8375 Gallia Pike Franklin Furnace, OH 45629-8989

  
• 

  Big Sandy Superstore

  1000 Liberty Park Dr Hurricane, WV 25526

  
• 

  Big Sandy Superstore

  3528 Maple Ave Zanesville, OH 43701

  
• 

  Big Sandy Superstore

  2048 Marion-Mt Gilead Rd Marion, OH 43302

  
• 

  Big Sandy Superstore Dayton

  2400 Miamisburg Centerville Rd. Dayton, OH 45459

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:03/01/2023

  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 dishwasher from Big Sandy Superstore in September and paid them $1,446.78. Six months later, I still do not have a working dishwasher. The company has sent service technicians out on five different occasions and each time the group tells me that the last group didn't know what they were doing, that the current group cannot fix it, but that the next one will be able to. The first time they came out they broke a valve that I had to hire a plumber to replace with no apologies.
  
  Throughout this painful six-month process the company has been incredibly unprofessional and unresponsive. They continued to promise me that there was nothing wrong with the dishwasher, even though the techs were telling me something different. The dishwasher was installed improperly and because of that, the motor burnt out immediately.
  
  For the past six months, I have had to wash dishes by hand, gave up 5 full days of my life to make room for their 8 hour windows and proactively reach out over and over and over again with little response. For a month, I was stuck with an extra dishwasher sitting in my dining room because they didn't have the capacity to pick things up and deliver when they said they would.
  
  After six months of them continuing to kick the can I had had enough and pushed for a resolution yesterday at which time I found out that they no longer are allowed to even carry the appliance that I had paid them for so they were never going to replace it. Clearly skilled at evading responsibility I have not received a single apology or admittance of guilt. I just wanted them to finish the job that I paid them for but per their last communication yesterday they are not planning to do that. A refund seems minuscule to me after everything this has cost me. They are rude, disrespectful and if I am being honest - this entire thing feels like a scam. I do not believe a business like this deserves an A+ credit rating.

  Business Response

  Date: 03/02/2023

  Dear Mediator, 

   

  We have offered *** ******* a full refund, an exchange(reselect) or service on her existing unit. None of the offers have been satisfactory to her.

  The offers on the table are

   

  refund for the dishwasher and installation

  Reselect to a different product, installation would be included

  Service the existing dishwasher

   

   

   

  ***** ******* Tue, Feb 28, 5:46?PM (2 days ago)
  
  
  to me
  
  
  
  
  
  
  
  Ma’am- I don’t understand why I am being contacted via phone, text and email by different people this all feels like a weird scam but I want one person to deal with. I just got a text that I can’t get a **** and I can get a different BRAND? I’ve been dealing with this nightmare for 6 months for one reason - to get a **** appliance that matches the rest of my kitchen and after dragging this out for six months you’re just going to tell me too bad deal with it? I need you to figure this out - I don’t care where you buy a replacement from but I need you to the right thing whatever that means. 
  
  --
  ***** *******
  
  
  ###-###-####
  
  
  
  
  
  Jennifer B**** <*****************************> Mar 1, 2023, 10:39?AM (22 hours ago)
  
  
  to *****
  
  
  
  
  
  
  
  *** *******,
   I am sorry that you have received multiple forms of communication. Our protocol is to text/call to advise customers of approvals/eta's etc. I assure you that we are not scamming anyone. I understand wanting to have matching products in your home. The sales team has advised me that the **** products are no longer available for purchase. I, too, understand that the sales team has offered a refund for the product. If you prefer to keep this dishwasher in your home, we can continue with a service repair. This process would consist of a service technician coming to your home and diagnosing the issue. If service parts are needed, they would order parts for the repair. Once the parts arrive we would schedule you for a follow up appointment to complete the needed repair.
   Please advise if you would like for me to schedule a service tech to your home.
  
  Jennifer B****
  Call Center Service Department Supervisor
  Big Sandy Service Department
  ***************************** 
  ###-###-####

• Initial Complaint

  Date:02/27/2023

  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 purchased a set of 3 appliances on Bigsandysuperstore.com on 2/11/2023 and that were delivered on 2/20/2023. The Samsung range, model *********** has a defective cooktop as all four induction elements display an error code. I called and then chatted online with Big Sandy after installing the range and finding the error but have not received a response indicating what will be done. I called the number on their website to be told that it is in-fact a store in Owosso and they claim no connection to the website, **********************. They referred me to Big Sandy Headquarters who claims that they are not responsible.

  Business Response

  Date: 03/02/2023

  Dear Mediator,

   Samsung MFG warranty is a repair warranty. Once a product is in the home, a service technician would be dispatched to resolve any issues that arise. Big Sandy is a self servicing dealer but this customer lives outside of our service area. Mr. ***** contacted Big Sandy and was advised of the need to have a local servicer come out. They declined assistance with generating the work order, stating that they had already contacted someone.

   

  ***** ****** Tue, Feb 28, 7:51?PM (2 days ago)
  
  
  to ****** ******** ******** me, ASM, ***** Corporate
  
  
  
  
  
  
  
  CCSR that spoke to Mr. ***** offered to open a work order and see if Samsung had a local service provider.
  He told her nevermind, he'd already done that.  

  Customer Answer

  Date: 03/10/2023

  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. I am willing to have the appliance repaired if it can be done in a reasonable amount of time.  I am only rejecting this offer because Big Sandy Superstores have not called or emailed with a repair option, which I am interested in.

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

  Business Response

  Date: 03/13/2023

  Dear Mediator, 

  We attempted to reach the customer, we left him a message but have dispatched his information to Superior Service. They have advised me that they will contact the customer this afternoon to schedule an appointment. The contact information for Superior Service is below:

  Superior Service Appliance Repair

  Monday - Friday 9AM-5PM | *Saturday and Sunday - CLOSED*

  Contact Us
  Owner: Stan S
  Questions, comments or requests?
  Feel free to reach out, we’d love to hear from you.
             ************ or ************
             [email protected]

• Initial Complaint

  Date:02/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a table and chairs, a couch and a chair. My only complaint is that when I made this personalized order was that it had a battery in the couch. My furniture is in the middle of my living room and I stated to the salesman that I would have to have it. He assured me that he could do that and he went on to explain the life of the battery and how that worked. I ordered the couch in November and received it in January. Upon setting the couch in my living room, we noticed it didn’t have a battery but rather a plug into an outlet. I immediately messaged the salesman and he said that remembered talking about us needing a battery and that sometimes he forgets things and that he would check it out. Several days went by with no word. I messaged him again and no word. That was on 2/8/23.

  Business Response

  Date: 02/22/2023

  Dear Mediator,

  We apologize for the error and the delayed correspondence from the salesperson.  The salesperson has been reminded that he needs to contact the customer regarding this issue during his next day at work.

• Initial Complaint

  Date:02/17/2023

  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 bought a dining room suite on 9-15-22 from Big Sandy Superstore on ** ** in ******** **. I paid $799 on sale. On December 21,22, my grandson sit on one of the chairs and the leg broke completely off. I called, sent pictures as the requested and it is now 2-17-23 and I still haven’t gotten a replacement. They said they couldn’t give me a new chair, a replacement leg had to come from the manufacturer and of course, they blame them.

  Business Response

  Date: 02/21/2023

  Dear Mediator,

   The MFG warranty is a repair warranty. We are contractually obligated to repair. Our records indicate that the part was received today and we are trying to schedule for repair.

  2/21/23 8:52 CH: chckd in a FRONTLEG (******) (HoldLoc: 31)
  2/21/23 8:53 CH: texted rqst to online schedule

   

• Initial Complaint

  Date:02/09/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a Dream Cloud queen sized mattress from Big Sandy Superstore on December 27th, 2022. Our salesman, Scott G, asked what kind of base we have, and we stated that we have a 4-inch foundation. He proceeded with the sale stating this was sufficient for this mattress. Our mattress has caved in in the middle and has zero edge support. We filed a warranty claim with Big Sandy and provided every picture as requested. We have since been denied our claim stating that we do not have sufficient support. We have a 4-inch steel foundation in between the mattress and an oak wood bed frame with middle support, I do not see how this is our fault considering Scott G our salesman was told what we had and made no mention of insufficient middle support. Originally store credit and a return of this mattress for another mattress would have been sufficient however, at this point we simply would like our money back and the mattress returned. This has been nothing but a hassle, poor sales, and poor customer service.

  Business Response

  Date: 02/14/2023

  Dear Mediator,

  BBB-Per the pictures sent to us, the customer does not have middle supports with extension legs that touch the floor.  All bedding mfg requires supports with legs on any queen or king size mattress purchased.  
  The 4" foundation and the Oak frame would be sufficient if the frame had the support legs that touch the ground.  If the customer adds the support legs, the mattress would more than likely go back to its normal form.   And if it does not, we could reevaluate the mattress in 30 days.  The leg support is what keeps the mattress from sagging, and even though they have supports going side to side, they also must have supports that touch the ground.  We are confident if they add this, then they will not continue to have mattress issues.  

  Customer Answer

  Date: 02/14/2023

  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. This mattress was sold to us knowing what support system we have. It was poor salesmanship, I will be gifting the bed to someone in need 
  
  
  
  Regards,
  
  
  
  ****** ******
  

• Initial Complaint

  Date:02/02/2023

  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 a daybed from Big Sandy Superstore in *********** **** October of 2022, a piece broke a couple of days and they said they’d replace it. They said no later than January 9, 2023. I’ve tried calling them and texting them and no answer.

  Business Response

  Date: 02/08/2023

  Dear Mediator,

  We have a service appointment scheduled for tomorrow 2/9/23 for repair. The MFG warranty is a repair warranty, we apologize for the delay the customer experienced. Parts are taking us longer to receive than expected.

  Customer Answer

  Date: 02/14/2023

  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:01/31/2023

  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.

  ***** ***** washer and dryer were purchased March 2022 and is under warranty through Big Sandy Superstore where it was purchased. The beginning of January 2023 the dryer stopped heating. After the holidays my husband contacted our local store about the issue to have someone come out. 2 weeks later the tech came, with the wrong parts. New parts had to be ordered and now, 2 weeks later they were supposed to come out today. They canceled and said the soonest someone can now come is Friday 2/ 3/23. I’ve been without a dryer for a month and spent over $100 at a laundromat while having to take my 3 and 8 year old boys along. They have not been helpful in any way as far as taking care of the problem or speeding up this process.

  Business Response

  Date: 02/03/2023

  Dear Mediator,

   We are sorry that the Hick's family experienced an issue with the ***** ***** dryer they purchased. We do attempt to triage so the technician will come to the home with parts and hopefully be able to repair the appliance with one visit. We apologize that this service request required an additional trip. The Service Technician was ill for several days. We are not able to predict illness or injury. Our records do show that technician was out today and the appliance is functioning as intended. 

• Initial Complaint

  Date:01/31/2023

  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 order all the appliances for my new home from Big Sandy. My closing was on January 12th. I have been keep following up on the delivery and receiving incorrect and miss leading information from the kitchen inspired sales team,
  
  Items received on January 19th delivery
  1. Dish washer
  2. Microwave
  3. Refrigerator
  4. Washer (Damaged - customer refused to accept)
  5. Dryer (Damaged - customer refused to accept)
  
  Items received on January 30th delivery
  1. Washer
  2. Dryer (Damaged - customer refused to accept)
  
  Pending item's:
  1. Range
  2. Range hood
  3. Dryer
  
  The sales rep confirmed at the time of the order that they have plenty of items in the inventory and the delivery should be quick.
  
  1. The primary sales rep is not responding on emails and also not providing clear answers on the in person meetings.
  
  2. Another sales rep was being rude and didn't help in absence of the primary sales rep to reschedule the damage dryer delivery.
  
  3. Spoke with another sales rep on 01/30/23 and she confirmed that the delivery of range and range hood is scheduled for mid march not anytime soon.
  
  4. I requested to talk to the supervisor but sales team is not cooperating. Unable to contact the supervisor to request escalation.
  
  BIG SANDY did not do a good job to handle my new build appliances project.
  
  Looking forward for a quick resolution.
  
  Thanks

  Business Response

  Date: 02/02/2023

  Dear Mediator,

  We apologize for the delivery issues.  A new dryer was delivered on 2/1/23, but we are still waiting on the Manufacturer to fill the order for the range.  A Corporate Customer Service Manager is reaching out to the customer to further discuss the issue.

  Customer Answer

  Date: 02/13/2023

  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.

  With reference to the subject complain. I have not yet received the delivery for both the range and the hood. The retailer is unnecessarily delaying the delivery.

   

   

  ******.

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

  Business Response

  Date: 02/14/2023

  Dear Mediator,

  Since the original complaint, the new dryer has been delivered.  The range is now in stock, but as this is a new build, an inspection is required before the range can be delivered and installed.  The company who is responsible for the inspection has scheduled it for 2/20/23.  When asked if that date could be any sooner, it was confirmed that this is the earliest date possible for the inspection.  Once the inspection shows that nothing else needs to be taken care of, the delivery of the range and range hood will be scheduled.

  Customer Answer

  Date: 02/16/2023

  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.
  
  
  
  The big sandy team was aware from day 1 (i.e., sometime in 2022) when i placed my order that it's a new build. If the inspection was required, the team should be proactive, and this should be scheduled and taken care of during the time of build . Even though the range hood already got deliverd few weeks back and I also request to get the inspection done many times in the last few months but never got any response on that until last Friday to schedule it. It's been 1 whole month, and i am living in my new home without the range and requesting big sandy team to expediate the delivery, but i am very disappointed that none of the team member took any positive action and until today trying to make excuses. I am again requesting Big Sandy to consider this as priority and expediate the process the process to deliver my appliances ASAP.

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

  Business Response

  Date: 02/24/2023

  Dear Mediator,

  We do apologize again for any delays, but we are glad to inform you that the site inspection was completed on 2/20/23. The delivery of the range and range hood is scheduled for 2/28/23, and unless something unforeseen should occur, the customer will have full use of his kitchen at that time.

• Initial Complaint

  Date:01/27/2023

  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.

  I purchased a washer and dryer set in November and took delivery in December. The deal when I purchased the set included a 100.00 **** gift card. I was told I had to receive the items before I was eligible for the gift card, but I paid in full in November. I reached out to the company via their live chat function in early January to inquire and the agent said someone from the local store would contact me. This did not happen. I sent an email through their website and received a response: I was told a message was sent to my sales person to review and reach out to me. That did not happen. I replied to the email to explain I had still not been contacted. I have now reached out several times to receive the rebate that was part of the transaction to no avail.

  Business Response

  Date: 02/03/2023

  Dear Mediator,

  Store Management has reached out to the customer, and this issue has been resolved.

• Initial Complaint

  Date:01/25/2023

  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 ********* furniture December 2022. Received furniture January 2022. Reported cushion material ripping on the seat of one seat cushion in June 2022 work order number ****** created. Service department examined material and claimed it was a manufacturing defect and would be ordered and replaced within a couple of months. Notification was received that the material was ordered, but on back order, so it would be rescheduled. Since the first reschedule, we have been rescheduled 3 more times. The issue with the first little rip has now turned into the zipper being broken and we can't keep the material on the cushion. Contacted service department to verify we were still on the schedule for repair on January 23, 2023. Were assured that we were still on the schedule and this would be taken care of. No call from Big Sandy to reschedule, so on January 24, 2023 we contacted them see what happened, and was told yet again, it was rescheduled. January 25, 2023, called yet again to see if we had any options or what to expect, was told it will be later in February. Contacted *********, hoping for a response. In the past five years or so, we have purchased dining room suites, complete bedroom suites and living room suites from Big Sandy, close to $17,000. After this issue, they have lost a customer. This furniture was not cheap, and was tagged as "Platinum" quality by Big Sandy.

  Business Response

  Date: 02/01/2023

  Dear Mediator,

    The MFG warranty is a repair warranty, we have been waiting on the parts to arrive from the MFG. The MFG has shipped the parts needed for repair. We were able to schedule the customer for repair on February 7th.