Complaints

This profile includes complaints for Big Sandy Superstore's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Big Sandy Superstore

  8375 Gallia Pike Franklin Furnace, OH 45629-8989

  
• 

  Big Sandy Superstore

  45 County Road 407 South Point, OH 45680-8987

  
• 

  Big Sandy Superstore

  7800 Montgomery Rd Unit 210 Blue Ash, OH 45236

  
• 

  Big Sandy Superstore

  1600 Garfield Ave Parkersburg, WV 26101

  
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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:10/18/2022

  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 purchased a refrigerator on November 5 2021. About 6 weeks ago it stopped working. We contacted big Sandy who said it was under warranty and would send a tech out. The tech said they needed to order parts. We have been given 2 different dates for the parts. We have since asked for a refund or replacement. We are being told it is a whirlpool problem because it’s under warranty and whirlpool says it is a big Sandy problem. We can’t get anyone to call us back. They keep saying they will give us a loaner. We paid $1300 for this and just want it replaced or refunded. We feel like they are trying to push us past the date for our warranty. Whirlpool actually sent us a request to extend our warranty!! The refrigerator is not even a year old. The cheapest warranty was over $300! My husband has went through 4 surgeries this year and could not go up and down the stairs to the spare we have in the basement. It has been very frustrating and we can’t get answers. $1300 is a lot of money for us. Please help us get this taken care of. Thank you

  Business Response

  Date: 10/19/2022

  Dear Mediator,

   We have offered the customer a loaner to use while their unit is being repaired. We also offered them an exchange for a like unit that has minor cosmetic damage (the last one in the company). We offered them a different unit to exchange with, they declined. There is a size restriction and we only have 2 units in stock that would fit the space. This refrigerator is under manufacturer warranty. The warranty is a repair warranty. We have made the offer of a loaner as a concession and have offered an exchange as well. We are trying to be fair and equitable in this situation. The last remaining option is to wait for the parts and repair the unit that is in the customers home.

  Customer Answer

  Date: 10/21/2022

  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.  We do not have any place to put a rep
  Loaner fridge and we are limited on soace. And the fridge we paid $1300 for has no cosmetic defects why would I wa t to replace it with one that does?  We have been now almost two months and no resolution. I have been waiting for a call back from big Sandy for two days
  Regards,
  
  
  
  ********* *******
  

  Business Response

  Date: 10/26/2022

  Dear Mediator,

   We have offered to pick up the unit and refund the purchase price.

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

• Initial Complaint

  Date:10/17/2022

  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.

  My refrigerator was under extended warranty and after five attempts to fix they said they would replace mine. However, they were only will to credit $800 towards a similar model which would cost $1499. How is that a replacement?? When I asked for the 800 in cash they stated it was only available as a store credit. Next step is court if not resolved

  Business Response

  Date: 11/21/2022

  Big Sandy would like to apologize for the inconvenience this may have caused. After reviewing the customers account the customer purchase a open box item and those items do not get exchanged for brand new product. However Big Sandy does issue a credit of what the customer paid on the item as a instore credit and can use that credit towards something else but if the new item the customer is choosing is more than the customer would be responsible to pay the difference.  It does look like this issue has been taken care of and the customer is now set for delivery 11/29/22 to get the old one picked up and the new one delivered.

   

  Again Big Sandy would like to apologize for the inconvenience. 

• Initial Complaint

  Date:10/10/2022

  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 sectional from Big Sandy Superstore in Hurricane, WV in August of 2021 for an amount totaling to $3466.20 with an extended warranty that was $620 (included in the 3466.20) a few months later (may of 2022) we made a service claim, big sandy sent a tech out and he said it was beyond repair and also noted that it was to damaged for them to take back with them to the warehouse (they generally take the old product back when they do a replacement).... as a result of tech saying it was unrepairable we were authorized a credit totaling for $3466.20 to use on anything that wasn't a mattress or electronic.... we used this credit at a different store (Dayton ohio big sandy) for several different things (receipt attached) totaling to $3793.15 and we payed the difference (327.15) and placed our order. Fast forward 4 MONTHS OF WAITING FOR THE STUFF TO COME IN and they tell us there is an issue with our credit and they will not be honoring the whole amount but only $2014 and with no explanation!!!! The only reasoning they have about it is because the "warranty we paid for shouldn't be credited" now in my opinion seeing as they put in writing a credited amount of $3466.20 that's there problem especially since it's been 5 months since the credit was wrote and over 4 months since the credit was used. However even if they did deduct the $620 warranty that should still leave 2846.20. They still have no explanation, and i don't see how after 5 months they can make any changes PERIOD. IF THEY MESSED UP 5 MONTHS AGO THATS THERE PROBLEM NOT MINE!!!!!

  Business Response

  Date: 12/13/2022

  Big Sandy would like to apologize for the inconvenience this may have caused. After reviewing the customers account only 2 pieces of the sectional was approved for an exchange however the 3rd piece has now been approved for the exchange. 

  The TOTAL available credit for this customer is $2809. 

  Total Care is the only reason the customer is receiving credit on these pieces, and is fulfilled by the exchange; 
  no credit is to be given on that amount.  The $620 is NOT eligible for credit.

   

  Again Big Sandy would like to apologize. 

• Initial Complaint

  Date:10/09/2022

  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.

  bought appliances at Big Sandys Superstore in ****** ****. When appliances were delivered the delivery people dropped microwave on the floor and damaged side of unit. Stove was put in and gas and electric connected. The oven in stove would not work. A code came up when first turned on. Called store and they said the code was that the oven circuit board was defective. They sent someone out to fix. When he got here, he said he saw a bug and refused to fix it. (Bug had to come from cardboard box that stove came in if there was one) He left the new part and told us we could fix it ourselves. When we called about the microwave being damaged (which took weeks to get exchanged) we were told by the customer service center that we would also be getting our stove fixed as it is under warranty. We were given a date and was told they would call on that date to give us a 4 hr window of arrival. When they never showed up, I called the store and their service person said " we changed our minds we aren't going to fix it now, we have done enough for you already. (Referring to having to exchange the microwave that their delivery people damaged. These items were brand new, and the store was aware numerous times and refuse to make this right and I believe it is because I live in a poorer part of town. So, they bring me their junk.

  Business Response

  Date: 10/11/2022

  Dear Mediator,

  Our records indicate that the microwave was replaced.

  The range, we are unable to repair due to the roaches. When there is an infestation, the bugs cause a lot of damage to the electrical systems inside a unit. Please see pictures attached that show the roaches on the control board. This actually, technically voids the manufacturer warranty. We did provide the part to the customer(at no charge) and the technician appointment should not have been made. We apologize for that miscommunication.

   

• Initial Complaint

  Date:10/06/2022

  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.

  Back in June, we purchased an appliance set from Big Sandy. About a month or so in, the stove blew— we thought it was the outlet, but come to find out, the stove had caught fire in the inner workings (per the repair guy). At that moment, we wanted a replacement due to safety issues but they told us they had to repair if they could. So they repaired. A little over a month goes by, we’re using a pot on the stove and the whole glass top cracks. We call them— this time I am adamant on a replacement. Obviously, this is a quality issue, and becoming more of a safety hazard. They tell me that someone will come out to repair and further than that they cannot replace it at this time, that they must repair it first. I am uncomfortable using this stove further as it continues to be a safety hazard. They refuse to assist us further than repair.

  Business Response

  Date: 10/11/2022

  Dear Mediator,

   The manufacturer warranty is a repair warranty. We are contractually obligated to uphold the warranty. In order for us to obtain authorization to exchange, a technician has to contact ******** from the customers home. The MFG will advise if this is to be repaired or give us authorization to submit for the replacement. We have an appointment scheduled 10/13/2022 for the technician to contact the MFG from the customers home.

• Initial Complaint

  Date:10/04/2022

  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.

  Ripped my new flooring during delivery , just had it installed yesterday ! And never hooked up the water and ice !

  Business Response

  Date: 11/12/2022

  Big Sandy would like to apologize for the inconvenience this may have caused.  I've reached out to our property damage claim department and the customer accepted a check for compensation. That check was mailed out on 10/10/22.

   

  Again Big Sandy would like to apologize for the inconvenience 

• Initial Complaint

  Date:10/03/2022

  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 bought a new washer dryer repair with an extended warranty in April 2022. In June 2022 the dryer heating element went bad. They would not replace and sent a technician. The technician came without parts and had to order (visit 1) he came back and replaced but damaged the top of both the washer and dryer, (visit 2)they had me scheduled 4 different times and I made arrangements to miss work and they cancelled all 4 times (visits 3-6). I had a few months of silence and called to check back and they said they were waiting for both good tops before they sent a tech. They called to schedule another appointment. The tech arrived today with only one top (visit 7). I called the service center and asked them what happened and that I was filing a BBB complaint. They said I would have to wait for the parts. Only 5 minutes after that call they sent me a message to reschedule for Wednesday. I want paid for the work time I missed and the inconvenience I encountered with Big Sandy Chillicothe Ohio.

  Business Response

  Date: 10/10/2022

  Dear Mediator, 

  Our records show that both of the work orders have been completed. The warranty is a repair warranty(service policy) and offers no compensation for incidental/consequential damage or loss. 

  Customer Answer

  Date: 10/11/2022

  I am asking for an apology from corporate, and action plan on how they will prevent this from happening to others, and store credit for the original purchase price of the washer and dryer set.

• Initial Complaint

  Date:09/29/2022

  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 bought a mattress with a 10 year warranty, it broke down and they are now denying the warranty coverage because of a stain on the mattress. I just want to exchange my mattress as was promised by my warranty.

  Business Response

  Date: 09/29/2022

  Dear Mediator,

   A stain on a mattress compromises the integrity of the mattress. A stain voids the manufacture's warranty As you can see by that attached picture, the stains are visible where the dips are. As a courtesy Big Sandy Superstore offered the customer to keep this mattress and have a 50% credit of the purchase price to use instore, towards another mattress. This offer was made by the store not the MFG and we feel is very fair and equitable.

• Initial Complaint

  Date:09/28/2022

  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.

  On 6/24/2022 we purchased a mattress and paid $1179.73 We purchased a floor model mattress from Big Sandy. The sales person informed us of the warranty. Stating if the mattress ever had a 1 inch dip, they would replace it. The mattress is 3 months old and now has a dip. The staff came to our home, took pictures and measured the dip. It measured 1 1/4 inch dip. The following day, they contacted us indicating the warranty was voided due to stains and no mid support. We were never informed of any stipulations, not even provided an informational sheet regarding warranty. When the mattress was purchased, we also purchased the mattress protector, which has been on the mattress since bought. There are 2 small spots on the edge, which was on the mattress when purchased, because it was a floor model. As far as no mid support, we have a wooden framed bed and the mattress sits on box springs, giving it support. We told the Chillicothe, OH, how we were unsatisfied and they told us there was nothing they would do. I contacted Corporate and I was informed again that they voided the warranty and would not make it right.
  
  I have been diagnosed with arthritis and our previous mattress had a dip, causing body pain. That is why we purchased a new mattress and in less than 4 months, I'm dealing with the pain again.
  I feel they did not inform of us properly of their warranty stipulations. We are seeking assistance in resolving this issue, hopefully in our favor. Thank you

  Business Response

  Date: 10/11/2022

  Dear Mediator,

   For a warranty claim to be approved, Queen size mattresses and larger- require a mid support in addition to the box spring. Stains void mattress warranties. When something causes a stain, there is a potential for the integrity of the mattress to be compromised.  The invoice specifically says that all sales are final on this as well. 

   

  Customer Answer

  Date: 10/11/2022

  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.
  

  It is unclear, apparently, what is considered mid- support. Our bed does have the wooden slats, supporting the box spring that is supporting the mattress. I am submitting a picture. The Big Sandy staff should also have pictures to verify this is not a recent add on. If all sales are final, then why is there a warranty? Again, the mid-support should not be an issue.  The small stains were there when bought (since it was a floor model). As the receipt shows, a mattress protector was purchased and has been on mattress the entire time.  What would be the purpose of a mattress protector if it doesn't protect? 

   I am not asking for money back. I just want a replaced mattress so I can for once have a good nights sleep. 

  I will continue to share my story with potential customers as long as this is not made right.  
  Regards,
  
  
  
  ****** *****
  
  

  Customer Answer

  Date: 10/12/2022

  I thought this was attached to previous reply. This is showing the bed frame support that Big Sandy states were lacking. 

  Business Response

  Date: 10/19/2022

  Dear Mediator,

  All bedding mfg require all queen and king size mattresses to have proper support.  Proper support includes an adjustable base, wood supports with supports that touch the ground, and or a metal frame that also has supports that touch the ground.  Here is what Nectar says about their warranty.  
  
  
  Deterioration causes the Mattress to have a visible indentation greater than one and one half inches (1.5”) that is not associated with an indentation or sag which results from use of an improper or unsupportive foundation or bed base. Normal wear requires that a Mattress be continuously supported by a matching foundation or adjustable bed base with a proper bed frame sufficient to support the collective weight of the Mattress and any user(s)
  
  
  
  
  The reason the wood slats are not sufficient, is that they will bow and cause the mattress and box to also bow in the middle.  As you can see in the picture attached, the wood support with not leg from the support to the floor is showing a pretty significant bow.   This is the reason that the mattress is showing an impression over 1.5".   If the customer would add supports to the wood slats, then the mattress over time would rebound back to the original state and not have an impression over 1.5".   Until this is done, we are not able to do anything else as the issue is not a warranty issue. 

  Customer Answer

  Date: 10/20/2022

  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 can clearly see that this is not going to be made right for a long time customer.  I refuse to accept the response because there was not any information provided about the warranty. I am not a bed frame or mattress expert and as far my knowledge, the mattress is supported.  I recommend that Big Sandy train staff to include stipulations on the warranty as they big talk the sale and the "great" warranty. This is a lesson learned and we will never shop Big Sandy again and we'll be sure to encourage others not to shop there. As we have been going through this, others have discussed their nightmare services, so we're not alone.  

  So much for providing top notch customer service. I guess that's a thing of the past. 
  Regards,
  
  
  
  ****** *****
  
  

• Initial Complaint

  Date:09/27/2022

  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 September 3rd, we purchased a table and 6 chairs, one was to be replaced with a new one as the floor model was damaged per the furniture department manager
  
  Upon delivery on September 16th the damage chair was never replaced and a 2nd chair was damaged.
  As of this writing September 27th no resolution and no phone calls from any member of management as promised daily. I have attached a lengthy history of my efforts and pictures of the damaged chairs.
  Big Sandys has deplorable customer service once you have purchased they have clearly demonstrated their complete competence. Both my husband and I work in the customer service industry in upper management and I have never ever dealt with a total lack of effort to correct their errors or the damage as a result of their mishandling merchandise.

  Business Response

  Date: 09/29/2022

  Dear Mediator, 

   The service department received the work order requests and sent the information to the store to exchange the damaged chair. The scratched chair is repairable. However we did send the information to the store to exchange that one as well. Someone will be in touch soon to work out the details.

  Customer Answer

  Date: 10/05/2022

  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, Please see the attached documentation made by the company which depicts a clear problem within this organization. The right hand doesnt know what the left hand is doing. Extremely disstressing and unncessary. At this point this is one month from the purchase date. Hours of my time including time off from work, calls during the business day and additional undo stress. It seems fair to have some sort of compensation for the amount of time I have expended to getting this resolved and still do not have the chairs replaced. 

  Extremely frustrated

  Per phone call from the customer on 10/5/2022 @ 2:34PM.   I also keep getting different stories from the business either from texts and phones calls.  They are all different stories and they don't know why I am calling them.  Their staff does not seem to know what is going on.   I am requesting they give me one contact person to deal with and one phone number   

  This is the message I received from the BBB website that shows:

  "Date Sent: 9/29/2022 5:50:30 PM
  Dear Mediator, 
  
   The service department received the work order requests and sent the information to the store to exchange the damaged chair. The scratched chair is repairable. However we did send the information to the store to exchange that one as well. Someone will be in touch soon to work out the details."
  
  
  
  * ********** ******
  
  

  Business Response

  Date: 10/11/2022

  Dear Mediator, 

  The service department has approved the exchange on the 2 chairs. The information was sent to the ****** Big Sandy Superstore.  The contact names for the ****** store are James and Andrea. There is a possibility that the customer will be routed to the call center when they call in, in which case they would need to ask to be directed to the ****** store to speak to James or Andrea.