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

  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:09/16/2022

  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, Part Number: ********** on 7/30/20. It's now 9/16/22 and the Refrigerator has never been correct, and still isn't. We've tried multiple resolutions through the Big Sandy Service Department (and at times they have send out a 3rd party) to no avail and have wasted months at a time trying to get service. All we have wanted over the past 2 years is to have our refrigerator fixed or repaired and we're 26 months in, and I've paid $4300 for a lemon with horrible service and delays. At this point, I'd like a refund and they can have their refrigerator back, or a replacement refrigerator and they can fix this on in their time and on their dime. It's been under a 5-year warranty the entire time, but no progress has been made. Here's the chain of events:
  - Purchased on 7/3/20
  - Delivered on 8/11/20 (over a month later)
  - Refrigerator had a dented right door upon delivery
  - Filed claim for dented right door on 8/12/20 with Debbie @ 10:20AM
  - 10/13/20 - Called on status, no update, still on order (2 months later)
  - 12/7/20 - Ditto 10/13/20 call (4 months later)
  - 2/5/21 - New door delivered, it was the WRONT color inside
  - 2/5/21 - Re-ordered a new door
  - 2/8/21 - Text received, said it will take another 6-8 weeks (6 months in with 6-8 weeks to wait)
  - Received door sometime in April 2021 (don't have exact date) - 8 month total wait!
  - 6/29/22 - Called on door seal bad AND Ice Maker no longer working
  - 7/26/22 - Came out to repair seal and Ice Maker (1 month later)
  - 7/26/22 - Didn't fix seal properly, didn't know about the Ice Maker AND damaged the "Freezer" door with a heat gun trying to replace the refrigerator door seal!
  - 7/26/22 - Filed complaint on 3rd party repairman
  - 8/8/22 - Called, no update, found out Ice Maker still wasn't ordered
  - 8/8/22 - Ice Maker Work Order #: 401435
  - 8/12-9/16/22 - Multiple calls, no status update, other than the Seal ONLY is due in on 9/30/22
  - 9/14-9/16/22 - Escalating, want Replacement or Refund.

  Business Response

  Date: 09/21/2022

  Dear Mediator, 

   We would like to offer the customer to reselect. They can have a credit for what they paid to select another unit. If they would like to keep the model they have we can continue with repair and offer $300.00 for the delay.

  Customer Answer

  Date: 09/23/2022

  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.
  
  
  i need clarification before approving or rejecting this at this point.  I understand if I purchase a new refrigerator for more I have to pay the difference.  However, refrigerators have changed in price and there won’t be one for the same price.  If we purchase one for less price, I want to clarify that we will get a check, or Visa refund for the difference and that we won’t lose it or it’s an additional store credit.  If so, the first option to refund us is acceptable, if not, I reject the offer for this reason.

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

  Business Response

  Date: 09/26/2022

  Dear Mediator, 

  The $300.00 would be a cash refund to keep the unit and wait for the service parts. The re-select option would be credit for what they paid to use in store. If they reselect to a less expensive unit- the balance would remain as a credit in the store.

  Customer Answer

  Date: 10/01/2022

  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 will accept the store credit for the full price that I paid for the refrigerator ($4301.37), but we need to keep the refrigerator until the new one is both delivered AND accepted in new/working condition).

  Please state this price and these terms in a new offer and I will accept it.  I want to be sure both sides are clear on what is being offered and accepted.  Let me know, I’ll accept and then go into the local store to pick out a new one.

  10/10/2022 - also please provide a contact name that I can reference to avoid any confusion.

  Thanks.

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

  Business Response

  Date: 10/10/2022

  Dear Mediator,

   On the purchase invoice, there is a "haul off" that is included in the total *** ****** is requesting. That $19.99 plus the applicable taxes associated would not be included in the amount for the reselection. I have attached the purchase invoice for your record.

  The unit currently in the home would be picked up when the new selection is delivered. If the store has any questions they can contact Jenny or a CCSM.

  Customer Answer

  Date: 10/21/2022

  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 have accepted the resolution of an exchange and already engage in it with Big Sandy.

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

  Customer Answer

  Date: 10/21/2022

  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 have accepted the resolution of an exchange and already engage in it with Big Sandy.

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

• Initial Complaint

  Date:09/16/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  9/16/2022 Update:
  Service tech here unsuccessfully for the second time yesterday. Still blows the dedicated breaker. Not sure where we are with a proper fix or when I’ll know.
  I was able to use an extension cord to my garage to run my new $1400 washer (that’s safe?) but since he left yesterday, I cannot. Tried to do a load this morning with the extension cord and now it stops washing and errors out. Apparently the thing that was supposed to fix the electric didn’t and has stopped me from using it at all.
  I’m completely without use of my washer now with no idea of what’s going on or when it will be fixed. I am just a cog in the Big Sandy machine.
  9/10/2022
  Be real careful for ANY level of service expectation from this store you buy something. Purchased a W&D ***** ***** set from Richard L. Nice guy. When they delivered, the washer was dented. Ok, stuff happens. This was a Tuesday. They wouldn't be able to redeliver a new one until the following Monday which was ridiculous. They should prioritize deliveries for cases of damaged items . I escalated with the delivery company and they were able to get me booked Friday instead. Before I worked it out myself I called the store and they were ZERO help. Friday the new washer was delivered and installed and about 10 minutes into the run they started it kicks my breaker - delivery guys had left. I called the store and told them, but only thing they could do was schedule a service call. So then I called ***** ***** and apparently we need a GFCI kit. **please know we have a dedicated 20 amp breaker that has supported a washer for years and years. The issue isn't with our electricity** Who knows when that'll come in. I called the store again and asked for the GM and he was at lunch. I left my name and number and haven't heard a peep. This is why I say best of luck after you purchase something, if the GM has this level of professionalism, he's only passing it to his team I have no washer usage and no idea when the part is comin

  Business Response

  Date: 09/16/2022

  Dear Mediator,

   We have authorized an exchange for this appliance. The store will be in touch soon.

  Customer Answer

  Date: 09/21/2022

  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:09/13/2022

  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.

  Made a purchase on 6/27/22. The initial delivery team caused damage to all 4 pieces. They even so much as pushed, pulled, and dragged the washer and dryer on concrete. All 4 pieces were damaged with scratches and dented the washer. I submitted photos. Eventually the washer & 1 pedestal was exchanged. The delivery team that delivered the exchanged washer & pedestal, caused scratches and damage to the washer and pedestal. Again, I sent in photos as proof. Big Sandy sent out a technician, to examine the pieces. The technician informed me that he would take photos, and explain that replacements of the washer, dryer, and pedestals are needed. The technician also explained to me that side panels can not be order for either piece, he would not suggest painting the damages, and Big Sandy will be replacing. The dryer has since been approved for an exchange. As for the washer and two pedestals, no one at Big Sandy can give a clear answer as to an exchange occurring. I’ve been offered a percentage off, as well as a paint job. Declined both. Via text message, I was informed that panels were being ordered for the washer and two pedestals. I called in the week of the 21st and was informed that the front panel for one of the pedestals was being ordered and that a different technician would be out to examine the other pieces. I asked the representative if he had information as to the washer and other pedestal, he said no. He stated that there was repair information for one of the pedestals. I explained to the representative that a technician had been out previously to examine. What’s odd is that it was explained to me by two different people, that side panels could not be ordered. Due to variations in stories from different employees, and the length of this issue, I’ve since attempted to contact a corporate manager by the name of Jayda for a resolve. Jayda will not under any circumstance, take my calls or return them. Big Sandy can come get the appliances and refund me in total.

  Business Response

  Date: 09/16/2022

  Dear Mediator,

   We will be exchanging this laundry set for the customer. The store will be in touch soon.

  Customer Answer

  Date: 09/16/2022

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

  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.

  Unfortunately I’m having to file another complaint against Big Sandy and also the internet sales team agent Ashleigh B*****. As stated in the previous complaint, the Dryer was approved for exchange, but no one would communicate with me as to the damage on the exchanged washer and pedestal. After my initial complaint, Jayda with corporate did communicate with me, which I appreciate. But here we are 1 month later and the exchange that was approved by Big Sandy has yet to occur. After 1 month later Ashleigh B***** finally sends me a text stating that the dryer and pedestals were approved for exchange, but not the washer. I’ve dealt with Big Sandy, and Ashleigh B***** long enough with their lack of communication and miscommunication. Obviously Big Sandy is not making good on their word. In my initial claim, I stated that I wanted a refund due to the length of this process, constant run around and frustration dealing with the internet sales team. I no longer want to deal with this situation. I am requesting a full refund.
  
  Desired Resolution / Outcome
  
  Refund
  

  
  

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

  Business Response

  Date: 11/21/2022

  There was some confusion with this customer and what was going on and that has all been taken care and in the clear.  However the exchange for this customer is for everything. Big Sandy agreed to exchange both units as there was damage to both of them. Big Sandy did not agree to return/refunding. The only agreement made was to exchange the units out due to the damage.

   

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

  Customer Answer

  Date: 11/28/2022

  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.
  A refund/return was discussed with Jayda in corporate. This has been a very unpleasant experience all the way around. Here it is almost December and the issue continues to remain. In speaking with Jayda I explained to her my displeasure in dealing with the internet sales team that includes Ashleigh B*****, Evan S*******, and Scott M*****, and also the delivery team. Once a sale is sealed, the consumer is completely disregarded. Calls, text messages, and voicemail messages go unanswered until it’s made aware to them that they may possibly lose the sale. My delivery experiences have been horrid. Jayda stated that if I agreed to the exchange, that she would rest assure that the appliances would arrive brand new in boxes and once the items were unpackaged, she would instruct/leave notes for the delivery team to wrap the appliances with moving covers to prevent any damage again. Well guess what, that did not happen. The delivery team showed with the appliances not brand new in the box, nor did they have moving covers to prevent any damage. Also the delivery driver Tyler lied to my face when he requested that I sign, and stated that the signature was for the removal of the old equipment. Low and behold an email immediately came through to me stating that a delivery was made. No delivery was made. I’m still left with the same damaged appliances. As for there being a misunderstanding with the exchange, I attempted to explain to Ashleigh that all four pieces were approved for an exchange. She was very rude and nasty in our conversation. It also came off as though she was hell bent on telling me that I didn’t know what I was talking about. I went as far as to show Ashleigh the conversation that I had with Jayda pertaining to the exchange. Ashleigh went on to let me know that the person I was conversing with didn’t know what they were taking about and I was wrong. Again, this experience has been utterly awful. Being that I initially spoke with Jayda about a refund, I’d like nothing more that to be refunded. I unfortunately regret doing business with Big Sandy and the internet sales team. 
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:09/13/2022

  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 ********* loveseat, chair, and total care plus warranty on 7/27/2022. The total was $6,453.85. The furniture was delivered on 8/2. As soon as they completed the delivery, I sat in the chair and noticed it would lean forward in such a way that I felt the item was damaged on delivery. I contacted Big Sandy the very same day on 8/2 to let them know about the issue. They stated that since it was delivered they would need to have an inspector come out and look at it. The inspector stated that they would order a new glider mechanism, and he did not think this was the issue. He even went to the store to see if the chair on display sat differently than the one delivered. Apparently, the company does have a note where the inspector states that the chair delivered does lean forward compared to the floor model. I find this unacceptable as this is clearly not a chair that I would have found comfortable, or would have ever bought.
  
  The glider mechanism arrived, but the wrong part was ordered. The individual who attempted to install the mechanism stated that he also didn’t think this mechanism was the issue, and said that I would most likely be stuck with this expensive uncomfortable chair. I am assuming a new part is on order, that will absolutely do nothing but delay a resolution to this matter.
  
  I have tried to contact them several times about this issue, and the people I have talked to refuse to provide me with supervisor/manager contact. Also, the store manager at ********** was supposed to contact me regarding this matter, and it has been over 2 weeks without them reaching out. Furthermore, they have consistently been dishonest about this process. Originally, they stated that I never contacted them on the day of delivery to inform them of the issue, I have proof that I did. Secondly these products are not made in America as they claimed. I have text messages with delivery dates etc. I also have proof of sale. They did not provide any warranty information

  Business Response

  Date: 09/14/2022

  Dear Mediator, 

  We do a service request for this customers furniture. I show that the MFG did not send the correct base but has since sent us the correct part. We attempted to contact the customer to schedule the repair, yesterday. We will reach out to the customer again today. 

  Customer Answer

  Date: 09/14/2022

  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.

   

  I am aware and have not denied that the part has been reordered for the chair. How does this address any of my other concerns that I have listed? Furthermore, every employee that has been sent to either inspect or replace the part has agreed that the chair doesn't sit correctly and that the ordered part will not fix the issue. For my part I have called and scheduled the installation.  

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

  Business Response

  Date: 09/16/2022

  Dear Mediator,

   I have attached a warranty flier. The technician that was at the house, placed an order for parts. The tech did not make notation that he felt this would not correct the issue. The appointment is scheduled Monday 9/19/2022. We will revisit this once that service call is complete.

• Initial Complaint

  Date:09/09/2022

  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.

  Purchased a couch and a love seat around 5 months ago from there had it about two month and the love seat recliner completely broke we called them they sent a guy out to look at it and he told us everything underneath was broken down and it all needed new parts to be fixed so they ordered them and we started sitting on the couch instead of the love seat and now it’s doing the same exact things i don’t want these for free i have no problem returning them for my money back but i do not want a replacement of these because it’s clear to me they are very poorly made

  Business Response

  Date: 09/12/2022

  Dear Mediator,

   I will have a team member reach out to the customer, the warranty is a repair warranty though. Once a product is accepted into the home we are contractually obligated to repair. Someone will be in touch with the customer to generate service requests on the additional issues and we will work to resolve this for the customer.

   

  Customer Answer

  Date: 09/12/2022

  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 have no desire to have it worked on anymore i just want to return them
  
  
  Regards,
  
  
  
  ********* *******
  
  

  Business Response

  Date: 09/15/2022

  Dear Mediator,

   The warranty is a repair warranty. We are obligated to continue with repair.

  Customer Answer

  Date: 09/16/2022

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

  im fine with that you all are more than welcome to fix the love seat if you are obligated to do so i don’t want to seem rude I’m not trying to be but i still owe over $2000 on these and they have already broken down sure fixing the issue at hand will fix it for the mean time but i don’t want to continue paying payments on something that is just going to continue to break down they are very cheap quality the resolution I’m looking for is to return them I’m not even looking for the money back I’ve already paid on them you can keep that for the trouble 

   

  thank you 

  Business Response

  Date: 09/22/2022

  Dear Mediator, 

  Per our contract with the MFG and in accordance to the MFG warranty , we are going to repair this to MFG specifications. We are not able to return the merchandise. The MFG has advised us that the parts were shipped and per tracking show that they have been delivered to the customers home. A scheduler will be reaching out to set an appointment.

  Customer Answer

  Date: 09/27/2022

  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 have no problem what so ever with you all repairing it that is complexity fine my issue is I’m stuck paying over $2000 for couches that broke down in less than 6 months and i think that should be a issue that big sandy would want to help with I’m a repeat customer and plan to do all of my furniture business with big sandy i just think something should be done about it 
  Regards,
  
  
  
  ********* *******
  
  

  Business Response

  Date: 10/11/2022

  Dear Mediator,

   We understand that the customer is upset that the furniture needed repair. The MFG warranty is a repair warranty and they do not compensate for serviceable issues. Big Sandy employs factory trained technicians that are prepared to resolve any issues that arise during the warranty period. We are ready to schedule the repair. 

  Customer Answer

  Date: 10/12/2022

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

   

  im going to keep rejecting because we had agreed to you guys coming and fixing the broken down couch before this complaint was ever filed i know whoever is responding to these is just a big sandy employee so not trying to be rude to you but the couch should be fixed but I’m not going to sit on it another 5 months and have the same issue like i said you are more than welcome to send someone out to work on it anytime you want but i will not accept a solution on here unless it is a return for a refund i don’t want the couches they are cheap junk that isn’t worth half what i paid for it like i said i know you are just a employee and i know big sandy sells quality couches but the Ashley brand is not that it’s cheap Chinese made junk that won’t last for what they cost they should be made much better than they are once again I’m not accepting a solution unless it’s a return for a refund but you are welcome to come fix it 

  Business Response

  Date: 10/24/2022

  Dear Mediator,

  Based on the Mfg warranty, Big Sandy will be happy to assist in the repair of any issue Mr. ******* has with his furniture.  Unfortunately, the warranty is a repair warranty and we are contracted by the Mfg to complete these repairs.  If Mr ******* will allow us to come out and repair the furniture, we will be happy to send a different technician out that can complete the repair based on the Mfg warranty.  

• Initial Complaint

  Date:09/09/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Aug 12,2022, we purchased a fridge from Big Sandy for $2899.25 and scheduled the delivery for Sept 1. Sept 1st came and no one called and we found out they sold the fridge to someone else. It was a discontinued model so there was not another. After a frustrating experience dealing with manger, **** and the salesperson, ****, we selected another fridge in the same price range. When finally delivered yesterday, the fridge did not work (electrical problem). Called ******** Sept 8th and Sept 9th and they said to come in and select another fridge. We cannot keep playing this game. We have been without a fridge and I want the original fridge we purchased but they in error sold to someone else (even though it was already sold). If they cannot give us that fridge, I expect they give the next model or better since they made the error and we are being inconvenienced by their repeated errors.

  Business Response

  Date: 09/12/2022

  Big Sandy would like to apologize for the inconvenience this may have caused. Big Sandy has agreed to return the unit and process a full refund back to the customer. The unit is scheduled to be picked up on 9/17 once the unit is picked up the refund will be processed. 

   

  Again Big Sandy would like to apologize for the inconvenience. 

  Customer Answer

  Date: 09/21/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******** *****
  

• Initial Complaint

  Date:09/09/2022

  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.

  One year ago, I purchased a top-of-the-line ******* dishwasher and paid extra for extended warranty. The dishwasher failed two months ago and has not yet been repaired. We were told that parts had to be ordered. After weeks of waiting, they scheduled the repair but the parts were damaged. We have waited 4 more weeks and repair was scheduled again but they called to say that the parts were incorrect. We asked if they would give us a discount on a new dishwasher of a different brand but they said no. We asked about replacement under the lemon law and they said as long as parts are made for an item, they will not replace it. We are a household of super seniors and rely on the dishwasher to prevent the spread of germs. At this time, we have no idea when or if the dishwasher will ever be repaired.

  Business Response

  Date: 09/09/2022

  Dear Mediator,

   Earlier today the warranty company authorized an exchange on this dishwasher. The information was sent to the store just moments ago and someone will be in touch soon to make the arrangements.

  Customer Answer

  Date: 09/15/2022

  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:09/08/2022

  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.

  On July 7, 2022, I paid Big Sandy Superstore $80 to price hold a couch- the ******* Slate Sofa Chaise. On July 27, 2022, I purchased this couch from Big Sandy Superstore. My invoice number is ***********. The total cost was $806.23, with the remaining $726.23 paid in full at the time of purchase. I worked with Brittney ******, an Internet Sales Specialist with Big Sandy Superstore. She quoted the timeframe as 4-6 weeks for delivery, but per her email on 7/27/22, said that products had been coming in more quickly and that current time frames were commonly 2-3 weeks. My purchase was predicated on the 4-6 week timeframe. During that time period, I have inquired several times for an estimated delivery date and have not been given one. I called customer service who referred me back to Brittney. I emailed Brittney again on 9/7/22- the completion of 6 weeks since my purchase. In her response to me, she is still unable to provide me with a delivery date.
  I feel like Big Sandy Superstore and their sales staff simply provided me with whatever information they thought would complete the sale. Now that they have my money, I am no longer a priority for the organization. I am seeking expedited delivery of the sofa that, by their standards, should have already been delivered. Alternatively, I am willing to discuss a new, acceptable substitution that will arrive more quickly.

  Business Response

  Date: 10/06/2022

  Big Sandy would like to apologize for any inconvenience this may have caused. The customer was delivered on 9/16 the delivery tracker has been checked and the customer is satisfied. 

   

  Again Big Sandy would like to apologize. 

• Initial Complaint

  Date:09/02/2022

  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 made a purchase with this company and made an exchange in a timely manner. The exchange items was then delivered to my previous address after explaining to the company my new address and directions on how to get there. At that time, when I discovered the item was sent to the wrong address I cancelled my order and requested a refund. I was told that they would need the merchandise returned before processing a refund. I explained that I did not receive the items. At that time they set up for an employee to pick it up and return it. After 10 days I called back, and the item still had not been picked up and returned. I didn’t explain to them that this was not my problem, that I never received the items that I needed my refund. They did send someone to pick up the item… And I am currently still waiting on my refund in which case they keep giving me the runaround!

  Business Response

  Date: 09/10/2022

  Big Sandy would like to apologize for the inconvenience this may have caused. A refund check was sent out and sent to the incorrect address so Big Sandy has stop payment on that check and sent a refund of $139.41 back on a master card.

   

  Again Big Sandy would like to apologize. 

• Initial Complaint

  Date:08/30/2022

  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 living room suit 2 years ago and delivered to our home. The delivery crew set it up and stated it was all working and left. As I sat in the recliner with electrically controlled head rest adjustment I found it did not work. I called the store and asked for a replacement. I was told they do not replace items without trying to fix the problem first. That was 2 years ago. Four attempts were made to fix the problem with no results. Today the repairman again could not fix the problem. We bought it in 2000.

  Business Response

  Date: 09/01/2022

  Dear Mediator,

   This work order has been open since the day of purchase. We appreciate the consumer allowing us the opportunity to repair this. The repair attempts have been unsuccessful. We will have the sales team reach out and facilitate an exchange on this product.