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:12/08/2022

  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 from this location and received it in December 2021. With this purchase I also purchased the extended warranty. The washer quit working in October 2022. I contacted the service department and they sent someone out to look at the service man told me it was the motherboard and the splurge unit that needed replaced and ordered the parts. The next service trip the parts were replace and the washer still was not working and needed a capacitor. Parts were order service guy came back and the new part was bad and also now the motor needs replaced. A different service man came back and replaced the capacitor and motor and still not working and said the previously replaced mother board was wrong. After making a complaint they finally decided to replace my washer but want to charge me for the delivery $60. I have spent on average $30 a week for two months waiting for them to fix or replace this washer and I do not feel it is appropriate that I should pay a delivery fee for something that is not my fault. They keep telling me they have to email someone and get back with me and this is poor customer service and just wrong that I have to put more money out of my pocket for a defective product.

  Business Response

  Date: 12/08/2022

  Dear Mediator,

  This claim was entered within the 1 year manufacturer warranty period. This would not have been covered by the Manufacturer to exchange, so Big Sandy Service elected to approve the exchange as well as approve that the extended service plan be transferred to the new washer. The only cost to be incurred by the customer would be the delivery fee which was also discounted by $40.

  Customer Answer

  Date: 12/08/2022

  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. 

  This response still does not completely make me whole and they had quoted me $60 previously on the delivery fee.  The $40 delivery fee is still more money out of my pocket after almost two months of spending money at the laundromat.  I feel that Big Sandy should be able to cover the delivery fee.  This issue was not caused by anything on my part.  This issue is due to faulty equipment being sold to me.  I could understand if I broke the washer or did anything to damage it.  If they could have resolved this more quickly I would not be so adamant about not paying delivery.  I have already lost about $150 from my pocket going to the laundromat while they failed to fix the issue.
  
  
  Regards,
  
  
  
  ******* *****
  
  

  Business Response

  Date: 12/15/2022

  Dear Mediator,

  Upon review, it appears that the customer paid the $40 delivery fee for the 12/14/22 delivery of the new washer.

  Customer Answer

  Date: 12/15/2022

  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 still feel that I should not have had to pay a delivery fee for a defective piece of equipment that was not able to be repaired in a reasonable time frame.  I only paid the fee because I did not want to have to make another trip to the laundromat while waiting to get this resolved.  I feel that Big Sandy should refund me the delivery fee because this has been a horrible experience.  I will not patronize their establishment in the future.

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

• Initial Complaint

  Date:12/08/2022

  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 lift chair from Big Sandy Superstore at the ********* location, from an employee named Avery M****** he told me that the chair had a setting for heat and when the chair was delivered I asked the delivery person to make sure that the heat setting worked and they told me that this chair does not have heat, so I asked them to put the chair back on the truck and they advised me to keep the chair and contact the store. I contacted the store that day (which has now been over 3 weeks) and spoke to Avery and his supervisor several times and ask them to come and pick up the chair and that I want my money back. To this day I have contacted them at least once a week to pick up chair and send me my money back, not only have they done either one of these things but have told me I will have to pay $270.00 for them to come and pick up the chair. I am letting you know this no way to run a business nor should I be charged for their lies. Avery told me the chair had heat and I now believe he only told me this just to make a sell. I would like the entire amount $2,204.79 refunded and to let everyone know about the bad business practice of this store.

  Business Response

  Date: 12/31/2022

  Big Sandy would like to apologize for the inconvenience this may have caused. After reviewing  the customers account Big Sandy has agreed to return without restocking fee. This is set for 1/4/23 to be returned. 

   

  Again Big Sandy would like to apologize. 

• Initial Complaint

  Date:12/06/2022

  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.

  We purchased a ***** dishwasher from Big Sandy Superstore located at **** ************ *** ***** ******* ** ***** phone ###-###-#### on 11/7/2022. Chad was our salesman The list price was$1099.99. When asked if a better price would be available he told us if we purchased a5 year service plan he would lower the price $20 Told us we needed to purchase a dish-kit a junction box, a power cord, installation, haul off our old unit. Total price $1646.24. He told us that if any competitor in the area would offer it lower or have any deals that they would match it and that we had until the end of 2022 for them to honor any difference. 11/11/22 unit was installed. The power cord and other items they required us to purchase were not used. The installers work for Big Sandy. The 1st time we used it that evening, water leaked out from the bottom front of the unit. I called Chad and sent him text and he assured me that it would be corrected. This was Sat. 11/22/22 text sent to him were responded that he would have it serviced and corrected on Tue I called Big Sandy and no request had been made. Big Sandy sent a service tech over to correct the problem. I brought the cords,hoses,etc to the store and Chad stated I would get a credit within 4-8 business days. NO CREDIT YET. Meanwhile a Black Friday ad was run by them with a$50 difference off the price. The Black Friday ad ran until 12/3. Chad did not return messages left for him. I talked to the store manager who identified himself as Steven this was Saturday 12/3. He assured me that he would look into this and take care off credits for parts the installers said we didn’t need and the $50. Today I left 2 phone calls for him to call me. I was told he would after helping a customer he was helping. He also told me Chad Is out with Covid. NO RETURN CALL. NO REFUND.They are great at selling and stretching unkept promises and policies. We need help. They don’t return calls or text though they ask you to contact them this way VERY UPSET

  Business Response

  Date: 01/18/2023

  Big Sandy would like to apologize for the inconvenience this may have caused. After reviewing the customers account this refund was sent back to **** card in the amount of $76.80 on 12/26.

   

  Again Big Sandy would like to apologize. 

• Initial Complaint

  Date:12/06/2022

  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 sectional couch in 2019 from Big Sandy and the three year extended warranty. Within six months the electrical outlets on the USB quit working so we had them come out. Three months later the threads were ripping and the cover was fading. They came out again. in 2020 the chair began grinding whenever the recliner is moved out and when I called no one could come out due to covid. We had a technician come out again later that year to fix the grinding. He sprayed oil and that is it. The couch is still grinding, the middle piece broke and is lopsided. I am tired of calling someone out every three months to fix something that should never have been faulty to begin with, I would like to replace the furniture but no one wants a broken couch.

  Business Response

  Date: 12/08/2022

  Dear Mediator,

  Our records that the last service request was completed in August 2021.  If the issue had continued past 2021, the customer should have reported it, and we would have corrected it prior to the warranty expiring in November 2022.

  Customer Answer

  Date: 12/08/2022

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

   

  the warranty on structure is lifetime and a complaint was made.  I would like this resolved 

  Customer Answer

  Date: 12/15/2022

  It has only been three years and we have had multiple repairs and now the bottom has broke making the whole set look horrible.  Not what a 3k dollar couch should be so quickly.   This is absolute garbage.  

• Initial Complaint

  Date:12/05/2022

  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.

  Big Sandy installed my dishwasher in May 2022. The drain hose was installed incorrectly and caused a water leak. We have mold and water damage in the kitchen including damage to the drywall, cabinets, hardwood floors as well as drywall damage in the basement from the water leaking.

  Business Response

  Date: 12/26/2022

  Big Sandy would like to apologize for the inconvenience this may have caused.  After reviewing the customers account, the property damage claim department has said a check is being issued to the customer. 

   

  Again Big Sandy would like to apologize. 

  Customer Answer

  Date: 01/03/2023

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

   

  I have not received a check from Big Sandy as of 1/3/2023.
  
  

  Business Response

  Date: 02/06/2023

  Dear Mediator,

  After Big Sandy Superstore's previous response, it was decided that the customer would turn a claim into his homeowner's insurance, and then, they would subrogate to our insurance once the repairs were complete.

• Initial Complaint

  Date:12/05/2022

  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.

  10-21-22: ***** ***** mattress ordered from this Big Sandy Superstore in ****** ****.
  10-28-22: ***** ***** mattress delivered.
  10-31-22: mattress formed a deep depression in center. Customer Service called
  and was transferred to Repair Department.
  11-16-22: Repairman came to home, took measurements and pictures of mattess
  Stated mattress was defective from manufacture. New mattress order.
  11-23-22: Replacement mattress delivered. I watched as delivery men removed
  plastic. Mattress was folded in half and had a deep fold in center.
  Sent message asking how long it would take for mattress to fill. Was
  told usually thirty minutes to a few hours. My mattress did not fill.
  11-23-22: called Customer Service and was transferred to floor salesperson,
  John R***. Reviewed my concern’s. Mr. R*** stated that only one
  change of a mattress was allowed. Also stated he would speak with
  General Manager and review my situation. He would then call me
  back.
  12-03-22: No call to date

  Business Response

  Date: 12/26/2022

  Big Sandy would like to apologize for the inconvenience this may have caused. After reviewing the customers complaint the store is reaching out to the customer and they are offering the customer an exchange on the mattress. 

   

  Again Big Sandy would like to apologize. 

  Customer Answer

  Date: 01/05/2023

  I received a message from Big Sandy’s wanting to exchange mattress. I sent a text back stating the only thing I wanted was a refund for the total amount. They ask for a date to pickup te second defective mattress and would provide a check at that time. A date of January 10th would be acceptable with me. Big Sandy’s responded they would pickup mattress and give me a check at this time.

  I pray it happens! ***** *******

  Business Response

  Date: 01/18/2023

  This mattress was picked up on 1/10/23 and the refund was sent back on 1/12/23 in the amount of $965.24

• Initial Complaint

  Date:12/01/2022

  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.

  This is going to show as a charge off on my credit report. They are requesting us to pay over $700 but still refuses to pick up the broken recliner which is the whole issue.
  Because we have waited over six months for furniture to be fixed and this still hasn't been done, we just want to furniture picked up. We purchased new furniture from a different company. We will not buy furniture from Big Sandy ever again.

  Business Response

  Date: 12/26/2022

  Big Sandy would like to apologize for the inconvenience this may have caused. The customer has had 2 work orders on the recliner and the parts have been ordered and came in both times the service department has contacted the customer to get this scheduled for a tech to fix the issue. The first time the customer never returned the service departments phone calls to get scheduled. The second time the customer is refusing to let service come out. The service department has the part need to repair this is a repair warranty and it has to be repaired. 

   

  Big Sandy would like to apologize again. 

   

   

• Initial Complaint

  Date:12/01/2022

  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.

  On August 28, 2022, I went into the Big Sandy Superstore and purchased 3 appliances, a range, a dishwasher, and a refridgerator. These items were delivered on September 16, 2022. Upon delivery, it was discovered that the refridgerator and dishwasher were previously installed in the wrong home. The dishwasher was left upside down in my garage and full of water. The dishwasher also had scratches on it. The refridgerator was brought into my home. The delivery guys damaged the refridgerator while bringing it into my house. The freezer door was pulled off and banged into the brick on my porch, leaving a scratch and a dent. Big Sandy replaced the dishwasher immediately. Big Sandy assured me that they would order the parts to fix the refridgerator as this particular one was on back order. One door (should have been 3) was brought out one time but when it was opened, it had a scratch in it. after numerous phone calls and visits to the store, Big Sandy advised me that the parts were now on back order and nobody could tell me when they would be in. I advised them that this was unacceptable. Big Sandy agreed to give me a replacement refridgerator. This was delivered on November 1, 2022. When the new refridgerator was delivered, it had 2 left handles??? i was assured that a new handle would be ordered and replaced. We are now at December 1, 2022 and I am still waiting. I recieved an email this morning from Big Sandy service department this morning thanking me for allowing them to service me??? The service WAS scheduled for today. Now I am being told that the part came in damaged and they have to reorder the part. I'm being told that someone from parts should have called me...they didn't. Now all I'm being told is that someone will be emailed and someone will call me????

  Business Response

  Date: 12/05/2022

  Dear Mediator,

  We apologize any delay with parts, but this customer is now scheduled for repair on 12/13/22.

• Initial Complaint

  Date:11/30/2022

  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 went into Big Sandy’s in ***** ******* **** to purchase a complete kitchen set and a standing chest freezer. I placed my order and got the floor model freezer. After having issues with the delivery personnel, I finally got everything delivered except for the chest freezer and I was supposed to get a promotional small refrigerator and I got the promotional small freezer instead. I have talked to Buck, the store manager, on two occasions and both times he assured me he would get back with me within 2 days about the freezer and each time I never heard from him. I ordered the appliances on August 5, 2022 and here it is almost 4 months later and they have my money but I do not have the product I paid for. After dealing with their delivery personnel stating they couldn’t deliver because my house smelled of cats (which is totally untrue because my home has a revolving door of nurses, family and friends, all of which say they don’t smell a thing). But still, what justifies not delivering due to a smell? Just lazy delivery guys that didn’t want to deal with all the appliances. Even after the first incident, they sent the same guys out a second time, of which insults continued and he tore apart under my kitchen cabinet even after I told him I would take care of it for him. He lied and said he couldn’t hook up my fridge water because it was too corroded…funny how the other delivery guy said he had no clue what the guy was talking about, it was fine. I had to kick the delivery guys out of my house because I couldn’t take the continued remarks and insults from someone there to just drop off some appliances. I have never been so appalled in my life especially from a delivery driver. After all of that, I trusted Buck when he said he would send a third delivery team out with my products instead of just saying screw it and going over to another appliance store. I will never buy from Big Sandy’s again! I spent over $10,000 and this is the way that I get treated! Poor Management!

  Business Response

  Date: 12/31/2022

  Big Sandy would like to apologize for the inconvenience this may have caused. After reviewing with the store, the store is reaching out to schedule the larger upright freezer now and just wait on the swap on the small freezer/ refrigerator once the other comes in. 

   

  Again Big Sandy would like to apologize. 

• Initial Complaint

  Date:11/29/2022

  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.

  Bought a base and Mattress from Big Sandy ***** ***** ****, Two different items wasn't bought as a bundle got a discount on Base , The Mattress also had a 10% discount, if I paid over a Thousand which I did , They said at I did qualified for the 10% , but they would not give it to me because I got a discount from the Base. I do not think this is fair I bought two different items.

  Business Response

  Date: 12/26/2022

  Big Sandy would like to apologize for the inconvenience this may have caused. After reviewing the complaint,  you can not combine promotions, it is one or the other also the base upgrade saved them an extra $160 vs the 10%. It had nothing to do with buying more than 1 item. The customer received $400 off the base with the purchase of the mattress. That was a promotion itself. It was explained to the customer that the base upgrade was the better deal as it saved them $400. If we had done the 10% off instead they would've only received a discount of $241.09. on the qualifying items as to qualify for the 10% the base would have to be charged to full price. 

   

  Again Big Sandy would like to apologize. 

  Customer Answer

  Date: 12/29/2022

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

  Not True I was told when I bought the frame ,I got a markdown But The mattress I bought was not marked down at the time I bought it I was told when the Black Friday sale came If the mattress was mark down I would get the Black Friday discount.There changing words around to benefit there own concern,

  Business Response

  Date: 02/06/2023

  Dear Mediator,

  We apologize for any confusion, but we do guarantee the choice of the best discount.  When the customer purchased, the best discount was to get $400 off of the powerbase.  As far as our Black Friday sale, we were running the same option to get $400 off of the powerbase. The mattress itself didn't go on sale any cheaper, so it didn't qualify for the Black Friday guarantee.

  Customer Answer

  Date: 02/07/2023

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

  Customer Answer

  Date: 02/08/2023

  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 see this is going no where I am getting no help here so There is no need to continue ,Three month ago I was suppose to got a $200.00 gift card for buying a refrigerator  at this store Still have not receive it and a small ref still have not receive it I assume big business can do what they wants now. I should have got my 10 % off . Stupid for this company to say we offered him a $400.00 of or a $110.00 which one would anybody take, not satisfied with the help receive here which is none
  

  
  

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