Complaints

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

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Big Sandy Superstore has 26 locations, listed below.

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  Big Sandy Superstore

  8375 Gallia Pike Franklin Furnace, OH 45629-8989

  
• 

  Big Sandy Superstore

  730 10th Street Portsmouth, OH 45662-4033

  
• 

  Big Sandy Superstore

  124 Polymer Dr Franklin Furnace, OH 45629

  
• 

  Big Sandy Superstore

  31 Ohio River Plaza Gallipolis, OH 45631

  
• 

  Big Sandy Superstore

  1600 Garfield Ave Parkersburg, WV 26101

  

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:07/23/2022

  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 bough a chair from them .It broke. They have been out two time to "fix" it.
  I want a new chair

  Business Response

  Date: 07/25/2022

  Dear Mediator,

   The Manufacturer warranty is a repair warranty. We are contractually obligated to repair unless the Manufacturer authorizes an exchange. We are currently scheduled to repair this furniture on 8/2/2022.

  Customer Answer

  Date: 07/27/2022

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

  Customer Answer

  Date: 07/27/2022

  When I bought my chair. The warranty was explained to me .If there was a problem with the chair it would be replaced.

  My chair has been broke for two plus months.

  they sent someone out to "fix it". He tried to rig something up to fix it.

  He showed up with nothing. I had to give him screws out of my garage.

  Total incompliance

   

  Business Response

  Date: 08/09/2022

  Dear Mediator, 

  The warranty is a repair warranty and we have the customer scheduled for repair on 9/23/2022.

   

  We had an appointment scheduled 8/2/2022 but the customer was not available during the time frame

   

  see notes from the day of service

   

  7/11/22 15:33 MA: schdld for 8/2 TUE ! S3 [**]
  8/1/22 13:26 MA: Auto-TimeFrame-Scheduled as 1-4 (for S3)
  8/1/22 16:11 MA: SMS to cnfm appmnt (8/2 TUE 1-4)
  8/2/22 8:31 XX:  Dsptchd to S3 (via SDM)
  8/2/22 12:56 NR: tech called in- he called ahead and no answer?
  8/2/22 12:58 NR: appmnt cncld (customer is na during time frame)
  8/2/22 12:58 NR: cc for tech- he advised he will not be home until after 4- I told him we would have to reschedule him then and he began cussing and I asked again if I could please reschedule him and he yells- " I will fix it my ******* self!" and hung up on me!!
  8/5/22 17:20 TL: texted rqst to online schedule
  8/6/22 11:57: schdld on-line by ***** T *****t (9/23 Fri !)

   

  Customer Answer

  Date: 08/10/2022

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

• Initial Complaint

  Date:07/23/2022

  Type:Customer Service 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.

  The quality of the the furniture is horrible. It smells like throw up like it’s used, the small sofa is in perfect condition while the big sofa has become flat. I asked for service from big sandy. They came out and assumed that I sat more on the big couch than the small. Which is not true. I say more on the small sofa to even out the firmness of the sofas. They are refusing to fix without additional charges. It hadn’t even been a couple months and this couch has been giving me problems. I called the company after it was delivered and nothing was done about it until several months later they sent someone out to look. They just looked and didn’t want to fix. This is the worst quality furniture I’ve ever seen. It’s embarrassing. My guests can smell the throw up smell and it is soo uncomfortable to sit on. Why is the other sofa in perfect condition while this one has fallen apart and smells? It is a difference in quality that I’m very disappointed in.

  Business Response

  Date: 07/25/2022

  Dear Mediator,

   We have parts in for repair. We covered this repair as a courtesy. We have been trying to reach the customer since 6/20/2022 to set up the repair.

  6/20/22 14:32 R1: texted rqst to online schedule
  6/29/22 14:21 ER: Added QuickPic
  6/30/22 8:43 TB: texted rqst to online schedule
  7/7/22 8:27 JH: texted cstmr to cntct us for schdlng
  7/12/22 14:23 JH: emld cstmr to cntct us for schdlng

   

  I will have the scheduling team reach out to the customer again.

• Initial Complaint

  Date:07/22/2022

  Type:Sales and Advertising 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 March 2022 I sent a text message to a big sandy team member to order chairs that were list on the website. The team member asked that I come in to pay for the chairs and place the order. I sent a picture of the chairs from the website including pricing. I went into the store and paid for and ordered the chairs. I was told at that time that the chair would take 2 months to get to the warehouse. While waiting for the chairs to be delivered to the warehouse I got a phone call from the team member and he stated that the price for the chairs had gone up and since it had gone up he didn’t think that I wanted to continue with the purchase and he cancelled the order and refunded my money. I called the store and corporate office and I am told that even though the chairs were on the website for $319.99 per chair to $549.00 per chair and they buyer simply would/could not purchase them for the sale price. After some negotiations the corporate office stated that they would pay $250 of the $450 dollar difference in the price of the chairs if I would like to reorder. I agreed and went back into the store and placed a second order for the chairs. The chairs get delivered. To the warehouse and after a couple of phone calls to the store I am told that they honor sales prices. However they haven’t honored the sale price for my original order. I try to schedule picking up the chairs and then I’m told that my balance is now the full $450. I’ve called several times to the store and to corporate however I am not getting a call back or any resolution. I believe that since the amount I have paid already will satisfy the purchase at the original price listed on the website at the time of my order. I would be happy with just picking up my chairs.

  Business Response

  Date: 08/16/2022

  Big Sandy would like to apologize for the inconvenience this may have caused. Upon further review Big Sandy has approved to adjust the pricing on the chairs. This customer doesn't have a balance owed with Big Sandy all pricing has been adjusted. 

   

  Again Big Sandy would like to apologize for the inconvenience. 

• Initial Complaint

  Date:07/20/2022

  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 06/14/22 I had a sectional delivered to my home from Big Sandy. During delivery my hard wood floors were damaged. I spoke to Gray at Big Sandy ***** ***** then Spoke with Adam the store manager the following day. He advised a damage claim would be started. Still have not heard a word about my damaged floors as of this date. This should have already been taken care of. Communication with this store and buyer are horrible

  Business Response

  Date: 08/04/2022

  Big Sandy would like to apologize for the inconvenience this may have caused. All the information was sent in to our property damage claim department and they sent in the following: 

  It was determined a manufacturer issue, Screw was not put in all the way from manufacturer and when customer moved around on hardwood floors scratch them corner chair
  
  Customer would need to contact the manufacturer directly. 

   

  Again Big Sandy would like to apologize for the inconvenience. 

• Initial Complaint

  Date:07/19/2022

  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 washer off the floor. It was guaranteed only a scratch and dent, not refurbished. It was delivered and hooked up. I put a small load in and water was shooting out onto the floor in three places.
  
  Please see attached for full details.

  Business Response

  Date: 08/25/2022

  Big Sandy would like to apologize for the inconvenience this may have caused.Big Sandy is trying to reach out to the customer to make an offer. If the customer would like to call in and speak with ****, she will be able to assist with the offer. The best number for the customer to call is ###-###-####.

   

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

  Customer Answer

  Date: 09/15/2022

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

   

  Customer called BBB 9/15/22 stating she has spoken with Jada but nothing has been resolved to date.

  Business Response

  Date: 09/29/2022

   I spoke with her when she first called in about this before it came to the BBB. I've tried to reach her to give her the offer Big Sandy is offering.  But I can't get a hold of her. I'm going to send an email to her as well. 

  Thank you,

  ****

  Customer Answer

  Date: 09/29/2022

  Better Business Bureau:
  
  II have not received a response yet from **** , I called but can't reach her , they left her a message , if she has an offer , I know I nothing about it , I'm not good at computers so I messed up filling g this out! Please resend me this so when she gets hold of me I can fill this out ! Thank you.   I can reached at ###-###-####, my email is:  ****************************  If I am not home my answering machine is always on.

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

  
  

  Business Response

  Date: 10/06/2022

  This customer has agreed to the offer that was given of a $ 400 gift card. This gift card is being mailed to the customers home.

   

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

  Customer Answer

  Date: 10/17/2022

  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: 10/17/2022

  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. 

  
  Per(Phone conversation) ******* she has re'cd the gift card from Big Sandy for 400.00 re'cd it today 10/17/2022
  
  
  
  Regards,
  
  
  
  ******* *******