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

  330 Southridge Blvd South Charleston, WV 25309

  
• 

  Big Sandy Superstore

  1180 Polaris Pkwy Columbus, OH 43240

  
• 

  Big Sandy Superstore

  3528 Maple Ave Zanesville, OH 43701

  
• 

  Big Sandy Superstore

  6825 Dublin Center Dr Dublin, OH 43017

  

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:08/30/2022

  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 ********* leather power reclining sofa, model#******, (order#***********)We paid 3000$ march 23, 2022. Was delivered in April 12,2022. We had just moved into our home and were distracted when delivery came.Upon inspection of sofa, there were obvious gaps between cushions that should not have been there, we tried to use reclining aspect and the left side was inoperable. We called Big Sandy right away and we were transferred to several different people who were not helpful. Finally on an online chat we were told it needed parts ( i don't know how they knew this since no one came to look at it). We were told parts were on backorder until May, it is now almost September. We called for an update and they told us nothing has changed, they're still on back order ( what parts i still don't know) and they would contact us.
  While this has been going on, we tried other options- to get a new sofa all together and they said we only had three days to make that decision. We weren't even asking for our money back we just wanted a functioning sofa.
  Also, in this time the functioning part of the sofa must be compensating for the half that isnt working, because its making noises, so we decided not to use it, so now we have a three thousand dollar sofa that doesn't work .

  Business Response

  Date: 09/01/2022

  Dear Mediator,

   The authorization to exchange this sofa was sent to Dublin Big Sandy Superstore. They will be in touch to facilitate the exchange

  Customer Answer

  Date: 09/01/2022

  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:08/28/2022

  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 purchased a ********* Living Room Suit that all there pieces were both leather and reclining from Big Sandy Superstore in September 2020. The recliner and loveseat had some mechanical issues and the interior stuffing of the loveseat was looking very worn. This occurred within the first year of purchase and the representative that was sent out to check it and replace/fix it was named "Joe". Joe came, ordered the parts, and returned to fix the recliner mechanics and the loveseat stuffing in the seating and back. He said the parts for the Loveseat would take longer due to Covid 19 and transportation problems with *********. He told us it would be a few months longer on the loveseat. While at our home on one of his visits and repairs, Joe looked at the loveseat wear/tear issues (pictures are provided below) and said this needs repaired as well and should not be defected as such with the material and is under warranty (Aug. 2021). He made an order to repair both sides of the loveseat (mechanical parts) and leather seating on both sides, top, bottom, and leg areas due to the wear/tear in the material.
  
  We have text messages (included below) from Big Sandy Superstore where parts were ordered and are being delayed. Meanwhile, I would make phone calls as well trying to keep up on the matter. Then this month (July 2022) I receive a message that the leather material is no longer made and would not be repaired. Basically, "sorry about your luck". I have reached out to both Big Sandy Superstore and ********* via a snail mail letter, phone calls, and email messages. Basically, I get the same story. Either the warranty is now out (due to their delays), or material can't be replaced now because they no longer make it (however, I have put as evidence they are still selling the same product since I found it on line with a simple ****** search), or we can let you buy something else in the store for 40% off (why would I purchase another defective product from them?).

  Business Response

  Date: 07/21/2022

  Dear Mediator,

   We have approved this for an exchange. The store should be in touch soon.

  Thank you

  Customer Answer

  Date: 07/22/2022

  
  
  Complaint: ********
  Please read the attachments.
  

  I am rejecting this response because: the business BSS has stated they would “exchange” the product(s) in mediation. However, their wording of “exchange”in their email to me means an in-store credit. In other words, BSS will give me the purchase price that I paid for the *********, leather, reclining three pieces (sofa, loveseat, and chair). This credit would go toward products they have to offer.  However, when I went to the BSS website to check my options, there are zero (0) options in-stock! There may be two or three similar ********* suits that MAY work due to being leather, reclining, and in the correct color that I need. However, these are “special orders” and the pieces are double or triple in cost to what I paid.  In other words, BSS wants me to “exchange” my set for something of much less value in stock or pay double or triple what I paid to get back a similar set. This does not seem to be an “exchange in good faith” but a way to exploit thousands of more dollars from me instead. 

  I am willing to “exchange” my set for a “similar” set (*********, Leather, Reclining Sofa, Loveseat, and Chair) in a color that matches my decor. I don’t think their response to you through mediation was explained!   An “exchange” means “fair and equitable” to what I currently have. I should not be asked to pay thousands more for an “exchange”. BSS rep, Amy A**** has responded that all she can do is give the in-store credit OR 40% off my new purchase. I offered to work with BSS and perhaps if they reduce the products by 40% AND refund the cost it may come out to be a true “exchange” and we could then search for a color that would work with my decor.  I don’t believe BSS has any plans of an “exchange” but instead me paying thousands (upwards of around $8,000.00 according to their website prices) for my “exchange” to get a similar product.  This is not an acceptable resolve. 

  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 08/17/2022

  Dear Mediator,

   The customer is correct that "exchange" means an instore credit for what they paid to re-select, they would have to surrender the furniture in their home making it an "exchange". We are willing to discount the group that the customer re-selects to by 20%. They would get an instore credit for what they paid and 20% off of the new furniture.

  Customer Answer

  Date: 08/24/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: in order to "exchange" my current set which is a *********, **** ******** Collection (Leather, Power Reclining Loveseat, Sofa, and Recliner Chair) (purchased new in October 2020) to a similar set in-stock at BSS or via "special order" would mean me being out thousands and thousands (upwards of $4,000.00 to $7,000.00 out of pocket) to "exchange" with today's current pricing, my in-store refund and 20% off as Big Sandy Superstore has offered.  I am including a very lengthy detail with photos and explanations to this year long battle with BSS and *********, along with documentation of their unkept promises to repair the loveseat, and my reasons for rejection of their unreasonable offer to "exchange" at MY cost for their defective loveseat that they sold me and lack of being able to honor a warranty that they and ********* should honor!
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 08/29/2022

  Dear Mediator,

   

  We will pick up the loveseat and refund the customer the purchase price.

   

  Business Response

  Date: 09/01/2022

  Dear Mediator,

   The customer's desired settlement stated

  Desired Settlement:
  Replacement
  Repair, Replacement, or Refund of the Loveseat $1799.00 plus KY tax

   

  We have made several offers to accommodate her request.

  Those offers include

  *Re-select with 20% of new group

   

  *return the loveseat and refund the purchase price(this was the "desired settlement" listed in her complaint)

   

  *or we can refund her 40% of the purchase price of the loveseat to keep it as is.

   

   

   

   

   

  Customer Answer

  Date: 09/01/2022

  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.

  Revised rebuttal dated 9/1:

  
  ---------- Forwarded message ---------
  From: ****** ***** <***********************>
  Date: Thu, Sep 1, 2022 at 11:02 AM
  Subject: Re: BBB Complaint #******** Response
  To: [email protected] <[email protected]>
  Cc: <**********************>
  
  
  To Whom It May Concern:
  
  I attempted today 9/1/2022 to respond to the mediation last offered from Big Sandy Superstore regarding the defective *********, Leather, Reclining/Power Console Loveseat. However, the site immediately uploaded the prior “very long” response to their last mediation offer and then wouldn’t allow me to add a “new response” to the last message dated 8/29/2022.  Therefore, I am emailing this response to you.
  
  BSS has now offered to “pick up the loveseat and refund the customer the purchase price.”  I do not accept this offer because:
  -This proposal does not allow me to opportunity to match up a loveseat with the other two pieces that I purchased together from BSS. I would have to purchase a non-matching piece to replace this loveseat once refunsed which I am not willing to do.  
  -Their prior offer through BBB was to “exchange” the entire three pieces plus give 20% off of new purchase price.  However, this would cost me to out of pocket in addition to the refund on my furniture upwards of thousands and thousands of more dollars (explained earlier in my lengthy response) to purchase or replace the same type of set that I have (*********, Platinum Quality, Leather, Power, Reclining Sofa, Loveseat w/Console, and Recliner). Remember, I’ve been waiting on the repair/replacement for a year and prices have increased! 
  
  I propose that in order for Big Sandy Superstore to stand behind their products and warranty and do one of the follwing:
  - 1. Exchange my entire set for a similar set nothing more/nothing less (*********, Leather, Power Reclining Console Loveseat, Sofa, and Recliner Chair) that matches my decor/colors of my choice.  I would be willing to do an “exchange” in that manner.  I would also even be willing to pay out a few hundred dollars (less than $500.00 additional with my trade-in refund) if they would also agree to a five year in-store and  the ********* warranty to ensure this doesn’t happen again with the new furniture products.  There was some “potential” ********* sets outlined in the prior “very long email” that may work as an “exchange”. 
   OR
  - 2. Repair my current console loveseat as promised with the left and right mechanisms that have been re-ordered recently again (as of August 2022) and replace the leather casings/seat and back and leg areas (both left and right) that have been reordered again (as of August 2022).  IF the leather parts of the loveseat can not be replaced as stated, attempt to do a color dye to repair the leather satisfactory AND refund me the $1,420.00 plus $85.20 taxes for a total of $1,505.20 cash so that I can purchase from another company when I am prepared to do so a replacement.
  
  I believe if they do one of the last two things proposed above that would be fair to me the customer who has lived with this defective loveseat for a year waiting on them to repair/replace. I DO NOT believe that I the customer should be out thousands and thousands of more dollars to reconcile a defective piece of furniture that was under warranty when this process began a year ago by BSS and *********.
  
  Thanks,
  ****** ** *****
  BBB Complaint # ********
  

   

  Business Response

  Date: 09/01/2022

  Dear Mediator,
   The customer's desired settlement stated
  Desired Settlement:
  Replacement
  Repair, Replacement, or Refund of the Loveseat $1799.00 plus KY tax
  
  We have made several offers to accommodate her request.
  Those offers include
  *Re-select with 20% of new group
  
  *return the loveseat and refund the purchase price(this was the "desired settlement" listed in her complaint)
  
  *or we can refund her 40% of the purchase price of the loveseat to keep it as is.

   

  9/8/2022 - response from business:

  The customer is scheduled for a repair.  All parts were checked in.

   

   

  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.

  The FULL repair for the ********* Console Loveseat was scheduled for Monday, September 12, 2022 between 9:00-12:00PM. The rep (Joe) arrived on this date in the afternoon time to make the repairs. However, he stated when he arrived to our home that the wrong parts had arrived to BSS to repair both of the damaged sides. He had ordered the correct materials to repair both sides but they (*********) did not send the correct materials to repair the left upper top side (right side facing the piece). right upper top side (left side upper top --facing the piece). He made the repairs that he could with the materials that he had received and said he would re-order the missing part(s).  

  I am declining this mediation as the promise was that on "Monday, September 12, 2022 the ********* Console Loveseat" would be completely repaired. It is not completely repaired and the missing part(s) will need to be reordered through *********, arrive to BSS, and be repaired before this mediation is completed as promised!  IF/WHEN this occurs, BSS will have delivered on their warranty and promise.  However, it's only been a year in the waiting so I can not accept this business response until they actually deliver and complete the job! 
  
  Regards,
  
  ****** *****

   

  Business Response

  Date: 09/26/2022

  Dear Mediator,

   The manufacturer will not be able to provide us the parts needed for this repair. They have advised us that the "cover" is not available. We will offer the customer to return the loveseat for a refund, which was previously requested.

  Customer Answer

  Date: 09/28/2022

  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.

  Again, Big Sandy Superstore is lying. After waiting almost a year and fighting with them over this very statement that ********* no longer makes the fiber for the loveseat I have. Not true. In fact, in August after returning the material to make the repairs the service guy came out and reordered the parts. In September the parts he ordered came in and he has already repaired the right facing side of the loveseat. The facing left side upper part was mistakenly received as a right side twice so he had to reorder that section (facing left upper part cover). He told me did this on the day he was here which was September 12,2022. So, again they lie because they can order and receive my cover color and make the repair. It was just fine on the one side and it was ordered and completed within a month. Fix the dang loveseat! Refund my purchase price for the ridiculous amount of time I have spent begging BSS to repair it. I am terribly sick of this cat and mouse game for over a year. Fix the dang chair NOW! Photos show how the chair looked prior to the repairs and how they looked in September after he repairs the right side and left bottom side. Only the upper left facing side cover is now needed. So they can get the cover needed to make the final repair they just have to do it. Tell them to get with Joe the service guy and he can make it happen. Good grief!  
  
  
  Regards,

  
  
  
  ****** *****
  
  

  Business Response

  Date: 10/11/2022

  Dear Mediator,

   We advised ********* that the customer feels that we are lying and should be able to get the part needed. Please see attached for their reply.

  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.
  
  
  This is exactly what they were saying in early spring 2022 about the loveseat that got this BBB process complaint going in the first place. After a year of frustrations going back and forth about this repair and reporting to BBB, on Monday, September 12, 2022 the Big Sandy Superstore customer representative “Joe” arrived at our house for the scheduled appointment to repair the loveseat with said “impossible to get parts from *********”. He repaired the facing right side upper and lower parts. He repaired the lower facing left part of the loveseat, as well. He couldn’t repair the upper facing left because ********* had sent two rights instead of one of each. In other words, the parts that Big Sandy said couldn’t be received was received! We are lacking only one part now! Joe, the repairman said he would reorder the corrected part.  He did!  I received a text via Big Sandy that the part still needed was ordered and I would be contacted when it arrived. It had a long delay date on the text which the one in August 2022 did as well but parts were received quickly and in by September 2022 when ordered in august 2022 by Joe

  
  

  Again, the parts can be received if they would talk to “Joe” who seems to be the only person with any sense in the whole business. Now, the facing right side is making a mechanical noisy when it reclines so yet another repair is needed for that. Nevertheless, parts can be received since they indeed have been received before me as recent as September 2022. 

  
  

  This is the most incompetent business I have ever dealt with. I want a full refund on the loveseat!  I will not return it as it matches my set so I can’t get a replacement loveseat. I want them to honor the warranty on the loveseat and other pieces (if any additional occur) by making repairs needed. 

  
  

  Attached files show photos of loveseat prior to September repairs and then after. Remaining facing left side needs repaired and now facing right mechanism needs repaired. Joe ordered these parts AGAIN in August 2022 and for them in in September 2022. Let Joe order the necessary parts as he knows what to order. Also, the receipt of the cost of the loveseat when purchased is attached and this is the refund I want (without returning my loveseat). And finally a copy of the text is attached showing the last repairs as indicated in the message above. I’m being truthful about this mess and Big Sandy Superstore is not being truthful. I want the loveseat repaired and it can be!  I want a refund of the loveseat for the year of distress this has caused. I don’t want to ever purchase anything from this company. 

  
  

  Regards,

  
  
  
  ****** *****
  
  

  Business Response

  Date: 10/27/2022

  Dear Mediator, 

   We are not being untruthful. The MFG has advised us that the parts are not available for this loveseat. We will offer to pick up the loveseat and refund the purchase price.

  Customer Answer

  Date: 11/04/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  This conversation is just going back and forth with zero resolve. Is anyone even looking at the documents I have uploaded as evidence that this business is not being truthful or is just clueless?. After a year of waiting on ordered parts I was told they couldn’t get the parts any longer from *********. Warranty promise means nothing basically. Then after contacting Better Business Bureau suddenly the parts could be received and a rep was sent out to reorder the parts to make the needed repairs. In August the rep “Joe” ordered the parts AGAIN and received them within weeks with the exception of one part that was sent wrong. He came and made the repairs with the parts he received. THESE SAME PARTS YOU CLAIM CAN’T NO LONGER GET FROM ********* !  There is now only one missing part that needs repaired on the loveseat and Joe the service guy has ordered that part with an expected date of arrival. The date is currently months away for the part according to the last text from BSS but this happened in August and ordered parts arrived earlier then expected and were repaired by Joe once received.  Again, “Joe” seems to be the only one with a clue in this circus you all call BSS.  This nonsense has  been going on now for over a year! I will keep my loveseat but I want a full refund since you, BSS can’t repair it or replace it with a match to my living room suit purchased together as a set.  

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

  Business Response

  Date: 11/18/2022

  Dear Mediator,

   We can pick up the loveseat and refund the purchase price, or they can keep the loveseat and we will refund 50% of the purchase price. Joe is a service technician and would fully be able to repair this IF the parts were available. ********* has advised us the parts are not available and we have provided the documentation.

  Customer Answer

  Date: 11/21/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution of me “keeping the loveseat and receive 50% of the cost of the purchase price plus taxes” is satisfactory to me IF:

  1. BSS will repair the current loveseat IF the ordered parts do indeed come in from ********* and BSS promises not to cancel said work order(s) or close said work order(s) for any reason.

  2. BSS and ********* stands behind the warranty remaining on ALL three pieces purchased (the *********, leather, reclining loveseat, sofa, and chair recliner) pending any future repairs are needed and under warranty since we have only owned the three pieces less then two years. 
  
  
  
  Regards,
  
  
  
  ****** *****
  
  

  Customer Answer

  Date: 12/15/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.  

  Per our last correspondence regarding my complaint with Big Sandy Superstore. They have yet to complete their end of the final agreement. There has been no payment or communication regarding the payment of half of the purchase price (plus taxes and fees) of the damaged loveseat. It has now been almost a month which should be enough time to write a check and mail it out. They may need a friendly reminder from BBB since this has been an ongoing issue with them for a year now that is yet to be really resolved.   

  
  

  Regards,
  

  ****** ***** 

   

  Business Response

  Date: 12/28/2022

  Dear Mediator,

  We apologize over our previous confusion as to whether or not the customer had accepted a monetary offer. Big Sandy has contact the customer, has verified the mailing address, and has advised that the check will arrive within 10 business days.

  Customer Answer

  Date: 12/29/2022

  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: 01/09/2023

  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.

  Good morning. Once again Big Sandy Superstore has said they would mail a check within ten days and yet they have not sent it or I have not received it. Can you reopen the complaint again? 

  
  Thanks,
  ****** *****

   

  Business Response

  Date: 01/10/2023

  Dear Mediator,

  We apologize for the delay, but the refund check has been mailed.  The check was mailed on 1/5/23, so the customer should get it within the next 3-5 business days.

• Initial Complaint

  Date:08/27/2022

  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.

  Bought a 20 ft cubic ft upright feeezer on 8/02 hasn’t been 3 weeks and it already won’t get cold. I called and they won’t return it. They are sending out a technician on Tuesday all the food is bad and the freezer is junk. If they can’t fix it they said they will give me store credit. I don’t want to ever purchase from them again. I’m
  Just now finding out their return policy on appliances is 3 days

  Business Response

  Date: 08/29/2022

  Dear Mediator,

   The service order we have was reported 8/26/2022. The customer is scheduled 8/30/2022 for a technician. Once a product is in the customers home, the MFG warranty goes into effect. We are  contracted to uphold the repair warranty. 

  Customer Answer

  Date: 08/30/2022

  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 repairman came today and said the back of the freezer had erosion because the flex  tube and something else. He said they will send him out three times to fix it but it won’t ever work properly not to put anything in it. So that means I have to keep this freezer in my house and it won’t work. I appreciate the repair man’s honesty. He said he was replacing the condenser, compressor and temp something so more or less everything but warned me to not put anything I it but ice cream to show it doesn’t work. It’s still not fixed he just came to look and has to order the parts so I have a broken freezer less than 3 weeks old 

  Business Response

  Date: 09/01/2022

  Dear Mediator, 

  I am sorry that the repair attempt was unsuccessful. I have sent the information to the store approving a re-select. The store will be in touch to facilitate this.

  Customer Answer

  Date: 09/06/2022

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

   

  if that means they plan on giving me another freeZer or my money back I would be happy.I needed a freezer asap and bought this one hoping it would last.I got a black cell text message from big Sandy’s but it didn’t say anything how long do I give for them to contact me and make it right. 

  Customer Answer

  Date: 09/09/2022

  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.

  Per phone call from *** ****: 

  I originally accepted the businesses offer for a new freezer or my money back however as of today, I have not heard back from the business.  I have a side of beef waiting for the freezer. 

  I really would just prefer my money back after all this point.  
  
  
  Regards,
  
  
  
  ******* ****
  
  

  Business Response

  Date: 09/09/2022

  Big Sandy would like to apologize for the inconvenience this may have caused. After reviewing with the store, Big Sandy has agreed to refund the customer back. The refund will go back to the credit card the purchase was made on. 

   

  Again Big Sandy would like to apologize for the inconvenience. 

  Customer Answer

  Date: 09/09/2022

  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:08/25/2022

  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.

  Purchased 01/04/17. Mattress has 10 year warranty it has a 1 1/2 inch or more indentation which is not acceptable under the warranty which they are refusing to replace it only after 5 years. Purchase price $2,849 invoice # ***********

  Business Response

  Date: 08/29/2022

  Dear Mediator,

   We last inspected the mattress on 7/18/2022 and the measurements were 3/4in on lsf 7/8in on rsf.

  The MFG requires a 1+1/2 inch dip(minimum) to be considered defective. We are currently scheduled 8/31/2022 to re-measure. 

  If the product qualifies for an exchange, we will facilitate that. As of our last measurement, this did not meet the MFG requirements.

  Customer Answer

  Date: 08/29/2022

  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:08/24/2022

  Type:Delivery 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 picked out a sectional and was told they could not deliver until September 2022 so I stated I would look elsewhere. The salesman said wait let me do some changes and changed my address to the county next to me and said they will deliver on August 24. I was concerned the delivery people would catch it and he said no worries and if a problem occurred to call him and guaranteed delivery. Of course they called and said couldn’t deliver. I have called corporate and spoke to everyone I could concerning this issue. I’m still waiting for a return call and yet have received one. The salesman deliberately lied to me just to get a sale. Still have no furniture and keep getting pushed aside. This is bad customer service. I will not go to big Sandy’s again. You have lost my trust and business. And as I’m writing this complaint I received a call that they can’t deliver until the 31st. What a shame for this company

  Business Response

  Date: 09/12/2022

  Big Sandy would like to apologize for the inconvenience this may have caused. The Big Sandy store has reached out to the customer in regards to the situation and the customer reported to be satisfied.

   

  Again Big Sandy would like to apologize for the inconvenience.

  Customer Answer

  Date: 09/12/2022

  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:08/14/2022

  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.

  In June of 2021, we purchased a sectional and ottoman from Big Sandy superstore in ******. The day after it was delivered we moved the furniture around on our hardwood floor and the furniture gouged a large area of the floor. We did not realize at the time that the sofa had been delivered with a damaged bottom and a screw sticking out. Within a month of owning the sofa we started to notice the upholstery pulling apart and away in various places on the sofa. We took pictures and reported it to the store which started the process of trying to get the piece repaired. When we were told it would take several months to get the repair we asked to exchange it out for new pieces and the store declined saying repair was our only option. While we were waiting for repairs that sofa continued to fall apart. The upholstery continued to pull away and apart from other places and two of the six pillows that we purchased just shredded apart. Finally in April 2022 a tech named Aaron came to repair the sofa. He discovered more places that were damaged and suggested he file a new repair request and come back with all the parts needed to repair the sofa. I had texts from the company saying they would send someone out on 7/29/2022 to fix it. No one came, I have spoken with Griffin, Josh, James Parsons and Travis and asked them to take the sofa back and return our money. None of these gentlemen have returned my calls after saying they would. I have texts and photos to show conversations and damage to the sofa that is not because of use.

  Business Response

  Date: 08/24/2022

  Dear Mediator, 

  We have the parts needed for the repair. We have attempted to reach to the customer for scheduling and will continue to try to reach them. The MFG has a repair warranty, we are contracted to uphold this warranty and the parts are available for repair.

  Customer Answer

  Date: 08/28/2022

  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.

  I have asked for a refund for the purchase. They want to come out on a work day for more than 8 hours and basically reupholster the entire sectional. They want to do this on a work day.  Weds 8/31/2022.  Myself or my spouse would have to miss an entire workday to have the work done.  Costing us more time and money. There was an email sent to corporate from the manager at the ******, ** store on my behalf asking for a refund and they can have the sofa back. That email has not been responded too. How I can be assured that once they fix it, it won't start coming apart again?  And in a few months I will be in this same position.  I am done having this hang over our heads for over a year now.  I would like a refund for this lemon of a couch and they can come take the sofa back.  

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

   

  Business Response

  Date: 09/01/2022

  Dear Mediator,

   We have a service appointment scheduled 9/12/2022 for the repair. We have allocated a 2nd repair technician so the job can be completed in a more timely manner. 

• Initial Complaint

  Date:08/07/2022

  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 purchased a new refrigerator on May 14, 2022. It stopped working around the first of July. The first technician came on July 12, 2022. There have been five attempts made to repair the refrigerator and it is still not working at all. I have been without a refrigerator for six weeks now and they still refuse to give me another one. Three of these visits were from Big Sandy and two were from Factory Warranty.

  Business Response

  Date: 08/09/2022

  Dear Mediator, 

  We (Big Sandy Service) contacted the customer to schedule for the repair and were advised that the store is exchanging this unit. The customer was aware as  they advised us.

• Initial Complaint

  Date:08/02/2022

  Type:Delivery 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.

  Hello! We purchased a ****** * ****** Integrated Refrigerator & Freezer on or around 01/05/2022 from Big Sandy Superstore, **** ****** ****** ****** ******* ** ***** for roughly $12,000+. We were aware of supply chain issues with appliances like this. No problem. The problem arises when 6 months later the supposed “installation” consisted of three guys and a truck (******* ********* ***) delivering a $12,000 refrigerator that had missing water filters, couldn’t connect the water line to make ice and was missing the trim. We tried repeatedly to contact Ben H******* at Big Sandy at ******* **. Well, there was no response from Ben H*******. So we contacted the executive level regarding a $12,000+ refrigerator that was not complete. As of 08/01/2022, we still have an incomplete $12,000+ refrigerator that is not completed. The employees at ******* ******* *** told us to be “easy” while opening the doors because it’s not fastened correctly.

  Business Response

  Date: 09/14/2022

  Dear Mediator,

   We have received the remaining parts for the repair. They will be sent from the distribution center to the technician and someone will be reaching out to the customer to schedule the appointment to complete this repair.

  Customer Answer

  Date: 09/14/2022

  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. As long as it gets completed like they suggest.  As of 09/14/2022, 06:01 P.M. EST, I'm still waiting....
  
  
  
  Regards,
  
  
  
  ******* ******
  

• Initial Complaint

  Date:07/28/2022

  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.

  We bought a oven in 2021 and we have had multiple problems with it not heating up. Big sandy has replaced parts and it still keeps breaking. I am currently without a working oven. It has been broke for going on 1/2- 2 months! They just keep replacing the same parts and not fixing it.

  Business Response

  Date: 08/02/2022

  Dear Mediator, 

   The warranty is a repair warranty. We are obligated to repair at this time. The technician contacted the manufacturer and was advised to replace ignitor and thermostat. We are currently trying to reach out to the customer to schedule the repair.

   

• Initial Complaint

  Date:07/25/2022

  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 in May, 2022
  Called store 13 days later, because the furniture had bugs in it.
  June 2, James P manager finally contacts corporate office.
  June 21, had exterminator check furniture and rest of house.
  Found out on June 21st that Big Sandy contacted the bank and said the dispute was closed due to no evidence.
  June 25th. Still nothing back from Big Sandy.
  Spoke with ***** at corporate office and text invoice again.

  Business Response

  Date: 09/10/2022

  Big Sandy had the delivery team pick the furniture up on 8/24 and the customer told the store to give her a week to come in to reselect. The Dublin Big Sandy is just waiting on the customer to come in the store and reselect furniture. 

   

  We apologize for any inconvenience this may have caused.