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.

close

Find a Location

Big Sandy Superstore has 26 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Big Sandy Superstore

  8375 Gallia Pike Franklin Furnace, OH 45629-8989

  
• 

  Big Sandy Superstore

  730 10th Street Portsmouth, OH 45662-4033

  
• 

  Big Sandy Superstore

  124 Polymer Dr Franklin Furnace, OH 45629

  
• 

  Big Sandy Superstore

  31 Ohio River Plaza Gallipolis, OH 45631

  
• 

  Big Sandy Superstore

  330 Southridge Blvd South Charleston, WV 25309

  

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:11/20/2022

  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.

  Purchase from pikeville ky store in or around August 2022. Bedroom suit. Delivery took way longer than explained to me. When delivered all materials weren’t with it. Had to personally drive to pick up other hardware when it was suppose to have been delivered. Company was suppose to install and put everything together and did not. There’s still parts missing from installation and company can’t seem to find any at their store nor know where any could be obtained. I’m requesting resolution to this matter. Either finish the job, reimburse me for delivery that I had to drive myself and pick up, or discount the price or remaining balance for all the problems they are causing me and my family. We have a new baby and other children in the house and can’t keep running to them to fix their problems. As as of now we are still unable to sleep in our own bed or have everything put away properly. Pieces missing are side rails to connect the headboard to the footboard. Also slats to lay across railing for the boxspring and mattress to lay on

  Business Response

  Date: 12/13/2022

  Big Sandy would like to apologize for the inconvenience this may have caused. After reviewing the customer's account it looks like everything has been taken care of and the customer has all the correct pieces. 

  If for some reason the customer is still having issues please give Big Sandy a call 1************* and ask to speak with *****

   

  Again Big Sandy would like to apologize. 

• Initial Complaint

  Date:11/19/2022

  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.

  Hello I purchased a TV from Big Sandy last October/November. Come late July the screen appeared to have broken and on 7/28/22 the service process was started. Some time after 8/15/22 the team came to repair it under warranty, during the repair they accidentally broke the screen. Big sandy ordered a new screen to repair it after some time the parts came in. On 10/10/22 they returned with the screen, began repairs and after 45 minutes the new screen broke in the service tech hands. He cut himself and said it was absurd they had them trying to replace this piece in my home as it’s so big and should be taken to the shop to be fixed. Since then I’ve asked them in person and text for status updates on repair or as I believe I deserve at this point a replacement TV as this has been a 2 month issue from the original repair date. They gave me the run around of waiting for manufacturer approval for the replacement and a woman called me on 11/10/22 stating they were looking into the issue and would call me back. I’ve had no message Or correspondence since. I would just like a working TV of equal spec and size after paying $2,500 plus nearly $500 for a 5 year service plan that I think at this point should kick in and replace the TV. I’m very upset with the company and they’re customer service always gives me the run around.

  Business Response

  Date: 11/22/2022

  Dear Mediator,

   We have sent the information to the store for them to replace the television. We have been waiting on ** to answer but feel that we should not keep the customer waiting any longer. The store will be in touch with the customer soon.

   

• Initial Complaint

  Date:11/14/2022

  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 bought the ****** Cloud Sectional, one section came ripped, one ottoman came completely broken, one section came discolored, the middle console that you can open and store items in came with no bottom piece and if you put your hand down in the hole where the bottom piece should have been you were nearly touching the ground. We called big sandy immediately to fix each issue, they sent out service men who explained the issues were not repairable and we would need all new pieces. How is it possible you spend $2500 on a couch that comes delivered to your house broken? As anyone would be we were extremely disappointed and spoke to a manager at the store named Lamont, he stated once we get our final piece delivered for the 2nd time that he will talk to us about compensation for all the trouble we have had. The final piece was delivered and I called Lamont immediately. Lamont refused to get on the phone with me every time I called after he promised some sort of compensation. You have 3 days to ask for a full refund so I said fine if you are not going going to keep your word please refund my money and come get this couch and they refused of course. So then I ask for the corporate office phone number to try and get help, the lady on the phone told me they aren’t aloud to give out corporates number and that they would email them themselves (she lied!) a few days later I still had not heard anything so I called again and spoke to the guy who sold me the couch and he said she was not being honest and that they are aloud to give out corporates number and he finally gave it to me and said that he’s rooting for me as he himself is not a fan of this couch. I called the corporate office and they said they would help us as this situation is not right and that they would call us the following day with an update… that was 1 week ago, still no update and we have called every single day since… oh and there’s more, my husband just sat on the couch yesterday and it broke once again.

  Business Response

  Date: 12/17/2022

  Big Sandy would like to apologize for the inconvenience this may have caused. Everything for **** ******* has been completed.  The rebuilt ottomans were delivered yesterday afternoon and everything was perfect and she was very happy. 

   

  Again Big Sandy would like to apologize. 

  Customer Answer

  Date: 12/19/2022

  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:11/11/2022

  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 mattress from Big sandy ******* pkwy on 10/30/22 and it was delivered on 11/05/22 and when purchasing the mattress they told me if I wasn’t happy with the mattress, I had a 120 trial period to test it out. The mattress is way to hard and makes mine and my spouses body hurt really bad. We’re not getting good rest at all. I called the store to tell them, they said I needed to try the mattress for 2 weeks there’s absolutely no way I can sleep on the mattress that long. I then called the store on 11/10/22 to speak to a manager at that point, they then tell me I didn’t purchase a mattress protector from them so they can’t do a replacement and the lady that sold us the mattress asked if we wanted their mattress protector, my husband then told her we had one and she said that would be ok to use ours. she then speaks to the general manager which advises they’ll do a return on Mattress if I agree to pay $800 dollars in total which includes delivery and a restock fee. It’s not fair that I should have to pay the restock fee when we told the lady we could not have a firm mattress. We were set to a medium mattress. They should do their part and make it right when I’m spending over $3,454.

  Business Response

  Date: 11/23/2022

  Big Sandy would like to apologize for the inconvenience this may have caused. Big Sandy has agreed to exchange the mattress. This customer is set for delivery on 11/26/22 the drivers will delivery the new and pick up the old the same day. 
  
  Again Big Sandy would like to apologize. 

  Customer Answer

  Date: 11/24/2022

  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. 
  
  We would like to thank Big Sandy Superstore’s general manager Ben C**** for making this issue right with us. We really appreciate you working with us on this issue.
  
  
  
  Regards,
  
  
  
  ******* *******
  

• Initial Complaint

  Date:11/10/2022

  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.

  Me and my wife bought a mattress and adjustable base from big sandy on ******* **** and we told the sales lady we wanted a medium bed and and the lady asked us if we wanted to purchase a mattress protector we told her no because we already had a mattress protector, we ended up with a firm bed that we never agreed on, after we were told we had 120 if we didn’t like it we could swap it out it’s been 5 days and the mattress is so hard that we can’t even stand to sleep on it waking up in pain and discomfort, then to be told that to swap it we had to buy there mattress protector when that was never said when we were buying it and was told by mangers that since we didn’t buy mattress protector we could pay a restocking fee and delivery fee after spending $3600 just 5 days ago we would like to have this mattress swapped out for a medium bed like we originally agreed on not a firm mattress and not paying another $800 to swap out this mattress

  Business Response

  Date: 11/23/2022

  Big Sandy would like to apologize for the inconvenience this may have caused. Big Sandy has agreed to exchange the mattress. This customer is set for delivery on 11/26/22 the drivers will delivery the new and pick up the old the same day. 

   

  Again Big Sandy would like to apologize. 

  Customer Answer

  Date: 11/24/2022

  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:11/07/2022

  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 bed, nightstands, rugs, bedspread, mattress cover and sheets on sept 4,2022. My bed was delivered on Oct 27,2022. I opened box to put bed together on Oct 29th and found damaged pieces and damaged box. After putting my bed together found that the bed was the wrong size as my box springs and mattress didn’t fit appropriately. Prior to this the manage already had to make an adjustment as the rug received was not the correct colors online therefore my comforter purchased didn’t match. Since box springs didn’t fit I went Oct 29th to purchase wood so I at least had a bed to sleep on that day. Contacted the manager and now am being told that they can credit 50 percent of wait another how ever many weeks got a new bed to arrive which means sleeping on the floor as I had to get rid of old bed to make room for the new bed. This is totally unacceptable as I should receive full credit as the fact remains I had to glue the **** bed back to get from there damages, also had to spend $50 on wood as a make shift box spring and now three going to have to purchase new box springs as mattress doesn’t fit proper without box springs as bed wasn’t made for no box springs. I’m looking for full credit for all of my headache do yo these multiple errors and issues . I’ve literally had to continue following up each day and express my issues so this has gone on since first arrival of items so since Oct 7th . A whole month of communication on and off is completely rediculous and then told basically they can do minimal to fix the issues. I’m completely finished this was my first and definitely my last from this company.

  Business Response

  Date: 11/21/2022

  Big Sandy would like to apologize for any inconvenience this may have caused.  After reviewing Big Sandy has agreed to refund the bed in full back to the customer for the trouble this has caused. The customer will receive a refund back the same way they paid. 

   

  Again Big Sandy would like to apologize for the inconvenience. 

  Customer Answer

  Date: 11/22/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that in would like the amount of credit and verification of credit in order for acceptance please.  thank you 
  
  
  Regards,
  
  
  
  ***** *****
  

  Business Response

  Date: 12/13/2022

  The refund was processed back to the account on 11/30/22 in the amount of $ 1059.98. 

   

  Big Sandy would like to apologize for the inconvenience this may have caused. 

  Customer Answer

  Date: 12/13/2022

  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 bed was $1300.00 please adjust the remaining added original copy of invoice

  Business Response

  Date: 01/04/2023

  I have attached a copy of the sales invoice from Big Sandy. The amount paid for the bed $1059.98 has been refunded. 

  Customer Answer

  Date: 01/05/2023

  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.
  
  
  
  My paperwork I provided to you from snap showed differently.  However, I’m finished talking about this.  Overall, yes you credited the bed but, for all of the time dealing with this , trouble and issues with your company.  I feel you should have went over and beyond to try to keep me as a customer meaning more than just a bed credit as you state.  Something additional for all of the hassle I don’t discount to remaining items or something but, since you chose to do bare minimum I definitely will never shop here again and encourage my friends, family or anyone else who I come in contact with to discuss this matter.  You are a big corporation and I feel you should of credited complete purchase for all of the mistakes and issues with this order.

  
  

  
  

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

• Initial Complaint

  Date:11/01/2022

  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.

  Over the last several years we have bought alot of things from big sandy and were always encouraged to buy a warranty also being told that if you don't use the warranty you get it back after a set amount of time depending on what it was on usually between3-5years so we bought warranties on everything just incase but being told we would get it back if we didn't use it was a big reason we finally agreed to buy the warranty. We even ask if it was like store credit and was told yes nothing else months ago we were told we had close to 1400 maybe more in warranties we could use so a few months ago we went over to buy a couch we found the couch we wanted and was gonna use our"store credit" towards the couch we were then for the first time after years that we had to spend a certain amount to use any of our warranty "store credit" as a example for me to use 1400 on a couch I had to spend 3000 but then they said only a portion of the 1400 could go towards the couch not all of it so in order to use the money they said we could get back if we didn't use our warranties we have to spend double what we have and only a percentage of it could go towards the couch. So after years of buying warranties on everything we bought from them being lied to about getting it back as store credit there are now a ton of stipulations and you have to spend double to use the money for something you bought and didn't use so now they have 1400+ of our money in unused warranties and if we don't wanna have to match it with cash to buy something else or finance it and pay fees and interest they keep it which I feel they shouldn't be allowed to do. they promise as store credit then give you stipulations or you have to spend more then you have to use it. They are not being honest and I feel it's a scam to sell warranties then when you go to use it you have to spend more money so theybget another large sale. I definitely think it should be looked into. Should be a store credit or returned.

  Business Response

  Date: 11/23/2022

  Big Sandy would like to apologize for any inconvenience this may have caused. The policy is listed on our website for the warranty. Big Sandy has had this same policy for years. Again Big Sandy would like to apologize. 

  Customer Answer

  Date: 11/23/2022

  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. If it is on the web site does not mean that ls what employees are telling people and we have been customers for 10 years and the web site and policies have probably been updated since this is a issue for others as well we bought a warranty and never used it but they get to keep the money spent why should a customer have to buy something else to use and spend double the amount of credit available to use it? We have years worth of warranties that we bought on every thing now the warranty is out on everything and is available to use but we have to spend even more money to use money for something we purchased and didn't use. 1400$ in warranties and if we don't buy something else big sandy just keeps all that money for nothing since they didn't provide the services we purchased it for. So why do they keep it? The employees lied to get the sell and made it a issue later cause customers weren't told the truth just to buy it. 
  
  
  Regards,
  
  
  
  ****** ******
  

• Initial Complaint

  Date:10/22/2022

  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.

  Bought a leather sofa Luv seat reclining. It was over $3000
  We paid it off n it was 17 months old. Bugs were coming out of the headrest we had exterminator spray it but my husband had to take it out n burn it n there were thousands of bugs in the headrest we went to Big Sandy un ***** **** to get another sifabthe manager would give us nothing off. We paid I er three thousand dollars and had it 17 months so we r mad. We r gou g to file a law suit if you can't help the bugs were nowhere in our house but i. The sofa.please help us it's a lot of money it was paid off. Thanks

  Business Response

  Date: 11/12/2022

  Big Sandy would like to apologize for any inconvenience this may have caused. Bed bugs coming out of a sofa would happen right away this isn't something that would take 17 months to happen. However the customers went into the store to redeem their extended warranty to make another purchase for a sofa. The store explained how the credit worked and how much the credit was and the customers got upset that the credit wasn't for the whole amount of the sofa. The customers paid 519.99 plus tax for the extend warranty. The customer still has this credit available. 
  
  
  Again Big Sandy would like to apologize for the inconvenience. 

  Customer Answer

  Date: 11/14/2022

  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,
  
  
  
  ****** ****
  

  Customer Answer

  Date: 11/16/2022

  We had the sofa and loveseat 17 months before the bugs came out of it. They said the bugs would have showed up sooner but the sofa and loveseat had headrests which reclined one of them wasn't working so my husband took it apart and thousand of bugs came out we had to burn it immediately we had paid it off $3800. We bought a new one from.a different store $2500 and I told Big Sandy send out a person to our home not one bug in our home or the new sofa. We want a refund for at least part of that $3800 those bugs were in the headrest where there was cooton fluffy filling ful of bugs. Thank you

• Initial Complaint

  Date:10/20/2022

  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.

  Three years ago I purchased a couch. While it was under warranty, I had a technician sent by Big Sandy come to my house for the couch because the UV cup holder wasn’t lighting and the cushion was sinking due to the lack of stuffing. The technician fixed the UV cup holder and then over stuffed the couch causing the zipper to break off of the cushion. The tech said that he would have to order parts and then would have to come back out. I have a text message that states that they no longer carried the parts for the couch and instead offered me a low dollar amount for an issue that they created. Another UV cup holder went out as well. To this day, the zipper is still broke and the uv cup holder is still out as well. After filing so many complaints with Big Sandy, they said that they would fix the cup holder, fix the zipper and offer me a $50 in store gift card. After fighting with them while it was under warranty, Big Sandy could not do anything for me and the parts were no longer “made” for the couch. How all of a sudden do they have a zipper that they can put on the couch? Now they state since it’s out of warranty, they will only offer a $50 gift card instead of a larger amount. Big Sandy just wants to take peoples money; they do not care about the customer. I wanted help from them when the issue arose and now that I don’t want the couch anymore, is when the part comes out of nowhere and they want to do something. I don’t want this couch anymore and Big Sandy would only give an instore credit if they purchased it. I don’t want in store credit because I, as a matter of fact would not like to give Big Sandy my business. I need a new couch and Big Sandy should help their customers after treating us poorly for so long. The location I purchased from hasn’t helped and corporate has been a nightmare to speak with and to even get ahold of. The customer comes first and unfortunately in the eyes of their business, money comes first and that’s all that matters.

  Business Response

  Date: 10/26/2022

  Dear Mediator,

   We offered the customer a refund of the purchase price and we would pick up the product. We also offered them to pick up and repair in the shop or they could keep the furniture and have an instore credit of $1935.37. The customer and the customer's daughter talked to corporate 5 times in 2 days. The customer had advised corporate that they decided to retain the furniture and opted for the in store credit. 

  Customer Answer

  Date: 10/27/2022

  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.  I will go to the store to use in store credit that has been offered and keep existing couch. 
  
  
  
  Regards,
  
  
  
  ***** *******
  

• Initial Complaint

  Date:10/18/2022

  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.

  Around the beginning of August 2022 I had a sectional delivered to my vacant home ( nearly ready to move in) , the delivery driver ripped my floating flooring while moving the furniture into my home. He said he would make a report, which he did ( he was so distraught over this, my husband felt so sorry for him).
  I was contacted via text message within days for photos. I sent them within 48 hours. Big Sandy then asked me to schedule an appointment with a ***** tech (manufacturer of the sectional) to inspect the feet of the sectional to make sure there wasn't something on them that tore the flooring.
  He came out within 2 weeks and found the feet were fine.
  I waited another 2 weeks or so for Big Sandy to review the report and call me with what they were going do about it. When I didn't hear anything I called them and talked to Devon in the *********** office, he said they were waiting me to provide an estimate for the flooring.. of course I had no clue as to this because i wasn't contacted about it.
  I shopped around at several local flooring companies and found a similar match ( not exact, I have an open floor plan, so this piece will NOT MATCH the flooring in the kitchen and hallway BTW) .. I then called a flooring installer and they will be nearly 6 months before they can install.. Since this is FLOATING Linoleum, my husband said he can replace it and save Big Sandy money, and replace our flooring that continues to tear further due to wear. I submitted this receipt 2x in the past 6 weeks via the email Big Sandy told me to send it to and I have heard absolutely NOTHING! I am so upset in Big Sandy! I paid over $4k for this sectional, over $175k for my home and they delivered to a home that had not even been moved into yet.. .. Here I am trying to tiptoe around this tear so it doesn't get larger.. all I want is to replace this for 1/2 of what an installer would replace it for! Big Sandy , please step up to the plate and make this right!

  Business Response

  Date: 11/21/2022

  Big Sandy would like to apologize for any inconvenience this may have caused. After reviewing the customer complaint the customer would have to file a claim with the homeowners insurance or file a claim directly with the Manufacturer.

   

  Again Big Sandy would like to apologize for any inconvenience this may have caused. 

  Customer Answer

  Date: 11/22/2022

  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 was told that the business itself would send a check for the damages!  If I report to my Home Owners Insurance then my rates will go up. 

  I have contacted everyone I was told to contact regarding this situation and have never heard back from anyone.  No one has ever told me any of the details Big Sandy has reported. 

  I want Big Sandy to handle this issue as they should since it was their negligence that caused the damage.

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