Business Profile

Furniture Stores

Big Sandy Superstore

Headquarters

Complaints

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

Customer Complaints Summary

312 total complaints in the last 3 years.
104 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:03/31/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a washer and dryer set from Big Sandy Superstore on 3/18/25, it was out of stock and delivered on 3/28/25. It was not hooked up by the delivery person, so I hooked it up on Saturday myself. Neither the washer or dryer work. I contacted the store and was told that since I ordered it online that I would have to call customer service this morning. I then received a text from someone at the store about exchanging the set for something else and it didn't seem to be an issue. Today I get a text message from the company that they need the serial number and model number of the washer and dryer I bought from them so that they can have someone come out and repair them. I told them I talked to someone yesterday about exchanging it for a different set of a different brand and that it didn't seem to be an issue and that's when I was told that she would send it to a manager and someone would call me. I called the customer service department and was told the salesperson would call me back. I sent another text to the number that has been communicating with me and was told a manager would be in touch in 48-72 hours. Meanwhile I have a washer and dryer that I can't use, and I am not getting any info from the store to resolve this.
Business Response
Date: 04/03/2025
Dear Mediator-
Our records indicate that the store resolved this issue for the customer.
Customer Answer
Date: 04/03/2025
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.

There has been an offer made for resolution but it has NOT been resolved. I still have the non functioning appliances in my basement, I am currently awaiting a delivery of a working replacement.

Regards,

******* *******

Customer Answer
Date: 04/09/2025
I did receive a replacement. The washer works great. Unfortunately instead of an electric dryer I was sent a gas dryer so I am again waiting on a replacement.
Business Response
Date: 04/16/2025
Dear Mediator,
This is resolved.
The washer was exchanged on 4/5/25, and the dryer was exchanged on 4/9/25.
Customer Answer
Date: 04/16/2025
Better Business Bureau:

After many mistakes made by the company the management of the ******* **** store went above and beyond to make the mistakes right. The management for the online system was absolutely no help and repeatedly ignored my calls and texts to correct the issue, and it took me leaving a bad review and filing a complaint with the BBB for the problem to be addressed.

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:03/25/2025
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 ******* refrigerator at the end of January 2025. The first service call was early February 2025. There have been two more service calls without resolution of the service issues. Each service call requires extensive waiting time of 4-5 hours and the customer does not find out until the night before whether you are scheduled for the morning or afternoon. A fourth service call is tentatively scheduled but there is no guarantee all refrigerator problems will be resolved with a fourth service call. I am absolutely exhausted trying to get this resolved on my own. The sales people at the store really don’t care despite the fact that I purchased FOUR ******* appliances for my kitchen remodel in late January 2025. The store manager thinks I just need to be patient and keep scheduling more and more repair appointments. The service manager is trying to be helpful. I just want the new refrigerator I purchased to either be repaired properly in a timely fashion without wasting my time any further OR to be sold a refrigerator that does not have all these issues they seem to be unable to repair.

I also want paper copies of my sales paperwork with appliance ID numbers without having to drive 50 miles to the store and back. I also do not have any repair paperwork. The sales people require me to come to the store in person to get paper copies. Apparently they have no postage stamps.

BSS, Please treat your customers better. The only person who has spoken to me kindly has been John Martin, the service manager.
Business Response
Date: 03/28/2025
Dear Mediator,
An exchange was approved for the customer and is scheduled for 4/4/25.

The store will provide the customer with copies of the invoices.
Initial Complaint
Date:03/18/2025
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 and the ice maker stopped working and flooded the freezer. The technician came and spent 10 minutes and said the ice maker was cracked. He came back a second time and spent another ten minutes and replaced a part. We left for dinner and when we returned the kitchen was full of water where the water valve was not shutting off. We found out about the water valve when the second technician came and actually troubleshooted the problem. The first tech came back and put on the water valve. BUT, the second tech CUT OFF a zip tie that held on the down spout hose to check position of the down spout. THAT CLIP WAS NOT REPLACED when the water valve was replaced. I want a complete repair. I have missed over two days work because it has not been repaired correctly and now looking at more time to correct the problem.
Business Response
Date: 03/27/2025
Dear Mediator,
A Service Manager contacted the customer to discuss the situation and to advise that although that zip tie wasn't necessary, a service technician could be sent back out to replace it.
The customer declined.
Customer Answer
Date: 04/04/2025
Better Business Bureau:

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

I was told by the service manager that in his opinion the zip tie was an installation matter and not necessary and it would not affect the ice maker. I asked for a written statement, email or something, documenting the conversation and that he said furtyoptions were to replace the refrigerator, under warranty, if necessary. The company will not respond to requests to speak with supervisors unless a complaint like this is filed. I will take the managers word that it is fixed, even though it is not like it was when I bought it, BUT I want something in writing documenting the conversation. There was very poor diagnosis of the problem initially and talking to someone who said he was a manager does not give me any confidence.

Regards,

******** *****

Business Response
Date: 04/16/2025
Dear Mediator,
The Service Manager, who the customer spoke with, emailed the customer verification of the conversation on 3/26/25.
The email was sent to the email address associated with the purchase and work order. (**********************)
Customer Answer
Date: 04/27/2025
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 checked my email and did not receive the email business said was sent. I do not trust that the zip strip is just an installation item. I was told originally that the ice maker was fixed just to come home and find the kitchen flooded. I have had them in my home 4 times now. I am uncomfortable leaving with the ice maker on. And now, the ice is freezing in the tray like it was before which indicates to me that water is leaking into the tray and freezing. So, is the zip tie unnecessary. In my opinion this ******* refrigerator sold by Big Sandy is defective.

Regards,

******** *****

Business Response
Date: 05/06/2025
Dear Mediator,
An exchange has been approved, and the customer has been notified.
The store will contact the customer to schedule the exchange.
Customer Answer
Date: 05/13/2025
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:03/13/2025
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 ** washer and dryer set from Big Sandy had issues with the dryer not drying it needed a new board and drum but the parts where on back order so they sent me a new ** dryer. The dryer has had the same issues as the old one since I received it and the washer will not spin the water out of the clothes. Big Sandy will not help I cannot get anyone to call me back now I can’t use the set and I have a big family. I just want a refund so I get something different other than **.
Business Response
Date: 03/18/2025
Dear Mediator,
A work order for the washer was opened on 3/10/25.

If the customer would allow repair on the washer, we would also open a new work order on the dryer and inspect both at the same time.
Initial Complaint
Date:03/11/2025
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.
My dishwasher broke in September under warranty. The service man has been out multiple times to work on it. he came out the last of February and it worked for 2 cycles and then quit again. I have called numerous times and they keep telling me they are trying to reach out to the company. I have been without a dishwasher for 6 months now.
Business Response
Date: 03/14/2025
Dear Mediator,
The customer's dishwasher was exchanged on 3/14/25.
Initial Complaint
Date:03/05/2025
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.
The Elec Range works great, BUT has now developed stain/dirt/vapor between the glass of the oven door - this started after 5 months.
I called Big Sandy, and a service tech came out and said this is normal; that there is no way to clean it except by taking door apart; That this is not a manufacture defect; that this will get worse; that ALL ovens do this - and the home owner has to live with it or figure out a way to clean between the glass..
I then called LG service who also sent an LG tech out. This tech said the same thing and that LG would NOT cover this or do anything about it.

It is hard to believe this high end oven has a lifetime cleaning issue that seems to involve removing the door and/or taking the door apart to clean between the glass. NONE of this was told to us or explained when we made the purchase.

After purchasing from BIG Sandy a refrigerator (2 years ago); and now a Washer, Dryer, and Elec Range - We would NOT make another purchase from Big Sandy in the future as they seem to have no desire to rectify this issue.
Business Response
Date: 03/11/2025
Dear Mediator,
While we apologize for the issue, please be advised that Big Sandy Service follows manufacturer guidelines for what is considered normal.

With that being said, if the customer wants to pay for it, a service technician can be scheduled to take the door apart and provide the cleaning.
Customer Answer
Date: 03/11/2025
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 a very poor response and resolution.
NEVER were we informed during the purchase process about this "normal" issue with the glass in the oven door.
NEVER were we shown how to remove and clean the oven door.
So it seems Big Sandy is either "hiding" this issue from customers OR sales people are NO fully trained when selling ovens - BOITH of which is terrible business practice.

If this is the only response and resolution from Big Sandy, I will post a very negative review of Big Sandy and NEVER purchase from them again.

Regards,

***** ********
Initial Complaint
Date:02/25/2025
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.
We ordered a new couch for 12/12/24 delivery. The couch was delivered damaged, and brought to our attention by the delivery driver. The driver said we would need to call customer service to have the piece replaced. Both the driver and customer service said this would not affect the warranty. I called customer service the same day of delivery to open a work order and was told they would get back to me to discuss repair or replacement options. I had to then follow up with customer service multiple times before finally scheduling for replacement. We agreed to schedule replacement on 2/14/25. I changed my work schedule in order to be home for the replacement delivery. The morning of delivery I was notified that the replacement was also broken and they will have to reschedule. Now on 2/25/25 I am receiving texts from Big Sandy’s asking if I would accept a percentage off instead of my replacement. I stated no, I still want my replacement and feel I still deserve the percentage off due to the poor experience with customer service and was then told they weren’t aware the replacement was already promised. I am very upset that I paid so much for a new couch that was delivered damaged and now being told they can’t guarantee replacement.
Business Response
Date: 03/03/2025
Dear Mediator,
We apologize for any confusion.
The exchange invoice has been written, and once the new sectional is available, the customer will be contacted to schedule.
Initial Complaint
Date:02/25/2025
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.
The washing machine isn’t even 2 months old and they won’t get it fixed the parts are available directly from the manufacturer I’ve spoken with the manufacturer. Everyone just seems to not care we have barely used it yet and it’s not a cheap machine
Business Response
Date: 03/03/2025
Dear Mediator
Big Sandy Service approved an exchange on the washer and has notified the customer.
Initial Complaint
Date:02/24/2025
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.
January 25 my washer broke and the valve they had to order a valve and they’ve been looking for the part and looking and looking and looking and then they finally called me and told me that they could not fix it until February 25. I pay good money for a washer and a dryer and the five-year warranty. I feel like they should fix it like sooner than the 25th.
Business Response
Date: 02/26/2025
Dear Mediator,
When the customer called in to schedule on 2/11/25, she was given the first available date of 2/25/25.
The technician installed the valve and completed the repair on 2/25/25.
Initial Complaint
Date:02/20/2025
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 sectional back on August 23rd 2024/We have had a total of at least 5 visits, 2 regarding replacing a part of the bolts and piece for a recliner that would not extend out and this was fixed. Now we have had a total of 3 visits and all wrong parts or color to replace the fabric on another recliner that was damaged. I want his taken care of.
Business Response
Date: 02/25/2025
Dear Mediator,
Parts have been reordered, and the customer was sent a text message with the update.
Customer Answer
Date: 02/25/2025
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 will now be the 4th time, are we sure this will be the correct parts ordered and not have to go thru this again for a 5th time or more.

Regards,

******* ******

Business Response
Date: 03/14/2025
Dear Mediator,
Per the manufacturer, the part is correct and is the same color as the furniture was when it was purchased.
The fact that the product is being used has caused it to appear darker. This material (of the new part) will adjust accordingly with use as well.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Big Sandy Superstore is BBB Accredited.