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

314 total complaints in the last 3 years.
106 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:02/19/2025
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.
My couch was delivered 5 weeks ago. It came from the delivery company missing a plug in cord so the recliner didn’t work. I asked that the cord be delivered to the store in ********* and I could pick it up there instead of waiting another half day on it (they were rude and acted like that was a big deal). I also don’t have some components of the sectional and have not been updated on when it will be available.

I contacted Big Sandy and asked that they come pick up the couch because I had heard nothing from them (last week it was one month). They responded that they had gotten my complaint but (one week later now) no one has contacted me to resolve it.
Business Response
Date: 02/25/2025
Dear Mediator,
The customer has been contacted by the store.

A cord for the recliner is being sent to the customer via ******, and the delivery on the remaining pieces of the sectional is scheduled for 3/6/25.
Customer Answer
Date: 02/26/2025
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.

Until the sectional pieces have been delivered and attached to my sectional and the correct/working cord comes in, I do not want to close out my complaint. The manager who called me was respectful, competent and told me how he was going to resolve these issues. Since I have to make a written response before the issue has fully resolved, I want to keep it open in case I run into any issues with the follow through. The person who sold me the couch was also kind and competent. It's unfortunate that the follow up was poor for whatever reason. I am excited to be fully finished with this issue and will write a happy follow up acceptance as long as it all works out as laid out by the manager at Big Sandy in ***** ******* **.

Regards,

***** ******

Business Response
Date: 03/11/2025
Dear Mediator,

Delivery has been completed.

The 2 remaining pieces of the sectional were delivered on 3/6/25, and per tracking via *****, the cord was delivered to the customer's home on 3/3/25.
Customer Answer
Date: 04/02/2025
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. It is a shame it took me sending in a complaint but the manager did excellent.

Regards,

***** ******
Initial Complaint
Date:02/14/2025
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 washer and dryer from big Sandy super store in ********* **.
I started having problems with the dryer right away. They came and worked on it several times while it was under the manufacture warranty,but quick as it switched over to the 5 year extended warranty I purchased for$200.they decided it couldn’t be fixed. Gave me a new dryer without the extended warranty I had purchased for the first dryer. I asked if I could get my money back or just put the extended warranty on the new dryer. So I’m basically out $200 for extended warranty that I don’t have.
Business Response
Date: 02/20/2025
Dear Mediator,
Once a customer is outside of the 1 year Manufacturer warranty, the extended warranty company makes all of the decisions on whether a product can be repaired or should be exchanged.
With the approval for this exchange, the extended warranty was fulfilled, and that is why the customer didn't receive any credit for it.
The $200 extended warranty made it possible for the customer to get a new dryer and without that extended warranty, the customer would not have had the option of getting a new dryer 15 months after his original purchase without having to pay full price for it.
Customer Answer
Date: 02/20/2025
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.

One of the reasons i was 3 months out of manufacturing warranty was it took them weeks sometimes months before it was repaired from the time it was called in till fixed. I don’t have any service records to prove this , I asked big Sandy service department for copies but they never sent them. May you can get them to provide the service records.

One of the reasons i was 3 months out of manufacturing warranty was it took them weeks sometimes months before it was repaired from the time it was called in till fixed. I don't have any service records to prove this, I asked big Sandy service department for copies but they never sent them. May you can get them to provide the service records.

Regards,

**** ********
Initial Complaint
Date:02/14/2025
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.
Sagging cushions-
My husband and I moved to ** in July 2023. We had a sofa, but I wanted another one to fill my living room. We purchased a sofa among other things in August 2023 (invoice #1). We purchased the Warranty. The cushions started sagging after a couple of months later. So we just used the other sofa as a primary sofa.
I got rid of the old sofa and purchased another one a year later (Invoice #2). The woman was talking about the warranty. I mentioned to her that I previously bought a sofa and it's sagging. She said, " if you have the warranty, call the repairman, they come out to look and they cover the cushions. I was OVERJOYED! So I purchased the warranty for $199. the 2nd sofa. I called about the first sofa and they scheduled for the service. The repairman came out twice. He didn't take the correct pictures the first time. (see Repair Inv 1&2). Both repair invoices are saying $0 as for the cost. When I Big Sandy, they say the manufacturer said it's wear and tear. How is that possible?? I pay $899. for a sofa that lasts 8 months?? The customer service at the store is HORRIBLE!!! I just want cushions that I can sit on! I have no kids, no pets, it's just me and my husband.
Please help me get new cushions without paying. I am soo upset that you pay $149. for warranty
and they still want you to pay??
Business Response
Date: 02/20/2025
Dear Mediator,
Seat cores have been ordered at no cost to the customer.
Once those are available, the customer will be contacted to schedule the repair.
Initial Complaint
Date:02/10/2025
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.
I bought a new frig from Big Sandy and an extended 5 year warranty in July 2024. The frig was $1800 and the warranty was $300. A week ago, the water and the ice started tasting like chlorine and smelling like ammonia out of the blue. I changed the air AND water filters and have been running water and ice through them for a week. I have run gallons and gallons of water thru it and hundreds of ice cubes. I still have the smell and the odor. I called Big Sandy and was told the warranty did not cover "cosmetic" problems. This has nothing to do with how it looks. This is an operational problem. I was told to get a repairman out or pay their hourly charges since the warranty did not cover this. They wouldn't even come out and look at the problem - what good is the warranty? I want them to honor the warranty I paid for and determine the problem and fix whatever is wrong and do so asap.
Business Response
Date: 02/13/2025
Dear Mediator,

The service request was opened and a technician is scheduled to look at the refrigerator on 2/19/25.
Initial Complaint
Date:02/07/2025
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 bought a power reclining sofa and love seat on Dec. 6, 2024 at Big Sandy. I paid $1529.99 for the sofa and $1444.99 for the love seat, also paid $699.99 for a Total Care Plus warranty 20-MFG Defect 5yrs+Frame+Pet. They were delivered on Dec. 23, 2024. On Dec. 24, 2023, I noticed the Love Seat arm was leaning outward and the footstool was rubbing a hole in the leather. I examined under the sofa and discovered the frame was broken on the leaning armrest side of the Love Seat. I called Big Sandy on Dec. 26, 2024 and explained the situation. They said they would send a technician out and did so on Jan. 10, 2025. Upon his inspection, he said the Love Seat is damaged probably from being dropped somewhere, and he would order parts for repair. I asked about it being replaced instead of being repaired and he said once I accepted it in my house it could not be replaced. He said it would take about 2-6 weeks to get parts to repair it. I later called Big Sandy and asked them about replacing the Love Seat since it was damaged before it was delivered to me and they told me the same story about me accepting it into my home without inspecting it first. I emailed the manufacturer about replacing the Love Seat and they said "Any refunds or replacements are between the original purchaser and the dealer from which the furniture was purchased". I have called Big Sandy 2 times to speak with a manager and both times the service person operator said they will call me back within 24 hours. They have not! The last service person operator said a manager called me, BUT she did not. The last service person operator said my parts will be in sometime in March 2025 (Feb.7, 2025). In summary, I believe I should have my Love Seat replaced or refunded since it was damaged before it entered my house. I am very frustrated with being put off by stories that I should have inspected it before accepting it. Do people wash clothes or refrigerate foods before accepting those appliances into their homes?
Business Response
Date: 02/13/2025
Dear Mediator,
We apologize for any delay, but parts are available to complete the repair.

The technician is scheduled for 2/17/25.

Customer Answer
Date: 02/17/2025
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.

Big Sandy called me on Thursday, Feb. 13, 2025 and said they would have the service tech come on Feb. 17 with parts and repair my damaged Love Seat. The tech came on Feb. 17 to look at my Love Seat but did not have parts to repair it. (The parts are a piece of leather to cover the armrest and a piece of plywood to repair the broken frame). He made a temporary repair until parts will arrive. Parts were originally ordered on Jan. 10, 2025 but still are not here. I wanted the Love Seat replaced not repaired since it was damaged before entering my home. I will accept a repair if it is done correctly and the leather matched the original leather. My furniture was delivered on Dec. 23, 2024 and I am still trying to get a resolution to my broken furniture. Thank you.

Regards,

***** ******

Customer Answer
Date: 02/21/2025
I sent this message on Feb. 17, and the technician did arrive on Feb. 17 but did not have the parts to repair my Love Seat. He said he did not know why they sent him to my house then but he would make a temporary repair to the frame until the parts arrive. (leather for the Love Seat armrest and plywood to repair the frame). He notified Big Sandy to make sure my parts were ordered. Big Sandy called me later in the day on Feb. 17 to let me know parts were arriving, Big Sandy called me Feb. 20 to set up my next appointment with the technician to repair the Love Seat for March 3. Let's hope the parts are correct and the technician completes the repair. I still think I should have had a replacement Love Seat since it was damaged before being delivered to my house. Thanks.
Business Response
Date: 03/11/2025
Dear Mediator,
The Work Order for this customer has been closed.
The technician completed the repair on 3/3/25.
Customer Answer
Date: 03/11/2025
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:02/03/2025
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.
At the end of December, my wife and I purchased $5000 worth of couches from the Big Sandy Superstore at **** ****** ** *** ************* **. The salesman that helped us is Dustin whom was great throughout the purchasing process. My issue with the furniture we received. During the original delivery on December 28th, two of our furniture pieces were missing legs. We had to wait another week I believe for those to be replaced. On the night of original delivery, we also noticed one of the recliners did not open or close freely, then it wouldn’t close at all. I asked for this recliner to be replaced since it was delivered damaged and not working. I was told that since we accepted into the home that it will now be fixed under a service warranty and Big Sandy is contractually obligated by the manufacturer to service the item and not replace it. We had a service repair man come and look at the furniture. He determined that the reclining mechanism on the end of our sectional couch needed to be replaced and it had also torn the cover of the chair next to it which will also need to be replaced. A week later, I received a message that it will be 10 to 12 weeks before that parts would be in to fix our furniture. I shouldn’t have to wait for furniture to be fixed when it was delivered damaged and defective. I bought new furniture, not broken furniture.
Business Response
Date: 02/06/2025
Dear Mediator,
Big Sandy Superstore is going to exchange the recliner and the chair next to it. The exchange is scheduled for 2/14/25.
Customer Answer
Date: 03/13/2025
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.

December 28th, two of our furniture pieces were missing legs. We had to wait another week I believe for those to be replaced. On the night of original delivery, we also noticed one of the recliners did not open or close freely, then it wouldn’t close at all. I asked for this recliner to be replaced since it was delivered damaged and not working. I was told that since we accepted into the home that it will now be fixed under a service warranty and Big Sandy is contractually obligated by the manufacturer to service the item and not replace it. We had a service repair man come and look at the furniture. He determined that the reclining mechanism on the end of our sectional couch needed to be replaced and it had also torn the cover of the chair next to it which will also need to be replaced. A week later, I received a message that it will be 10 to 12 weeks before that parts would be in to fix our furniture. I shouldn’t have to wait for furniture to be fixed when it was delivered damaged and defective. I bought new furniture, not broken furniture. We filed a BBB complaint and biG sANdY SUperStORe replaced the furniture quickly on 2/14/25. 3 weeks later, the same thing is happening. The reclining mechanism has cut and ruined the cover on the armless chair next to it. One of the bolts on the armless chair that secures the armless chair to the reclining chair is bent as well. I’m not sure if I want an exchange again or a full refund and we take our business elsewhere.

Regards,

**** *******

Business Response
Date: 03/24/2025
Dear Mediator,
The customer is currently on the schedule for 3/25/25 for a service technician to take support legs for another recliner.

While the technician is there, he will also inspect the recliner and armless chair and submit for management review.
Initial Complaint
Date:02/01/2025
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.
We purchased a sofa up-front from Big Sandy Superstore's ******* location in mid December. We were told we would receive delivery in January, however it is now February and I have not received the couch nor a date that it would be delivered.
Business Response
Date: 02/04/2025
Dear Mediator,
Please be advised that the product has arrived, and the customer's delivery is scheduled for 2/6/25.
Customer Answer
Date: 02/06/2025
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:01/28/2025
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.
Two issues with both our couch and washer. Both with bad communication from them and feel like they cat fished us for more money. went in august 2024 for a couch. Salesperson told us since we hadn't used our washers warranty we could apply the credit for it to a couch. The manager did the paperwork and we purchased that day. delivery was set to be delivered in 1 month. The couch then never came. We never got any communication as to why delivery was canceled. we called quickly to find out what was going on. We were then told the order was canceled because we still owed $800. The Manager then apologized, stating he didn't catch the fact that the warranty shouldn't of actually been applied to discount the couch and he was sorry no one reached out. We went ahead with the purchase after paying the difference. The couch was delivered a week later. Then ~6 weeks later-- couch recliners start malfunctioning and the reclining mechanism is obviously bent in both recliners. We call. Repair man comes out 3 weeks later. States we need some new parts to fix the recliners. States someone will be in touch to schedule soon.a month later. Again, No communication. I Call again and was told parts would be in in a week and someone would call to schedule me for repair by the 20th The 20th comes, no word. I call, have a repair for 10 days later. The recliners won't even close now and stick straight out. Huge tripping Hazzard for our toddler.
The washer: As stated above we have a warranty. given we can now use the warranty, we call about a balance issue with it. repair man comes out. States we need a whole new transmission and someone will be back out to replace. A different repair man comes with the parts a few weeks later. Starts the job. Comes up about 5 minutes in and States the original repair man didn't order a particular bolt that is necessary for the repair and he doesn't know why. States someone will be in touch when the bolt comes in. This was a week ago. No word.
Business Response
Date: 02/04/2025
Dear Mediator,
A service technician was at the home on 1/30/25 for the furniture repair and additional parts are being ordered.

The washer repair is scheduled for 2/7/25.
Customer Answer
Date: 02/06/2025
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.

They reported the couch was fixed. It broke again less than a week since it was "repaired". We called big sandy again on 2/5 at 1030am. Spoke with a male manager who stated someone would call us back in a few hours. It's been a 1.5 days. Continue to get the run around on a lemon couch that we spent more money on than intended.

Regards,

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

Business Response
Date: 02/17/2025
Dear Mediator,
After the technician was at the home on 1/30/25, additional parts were ordered to complete the repair. The customer will be contacted to schedule as soon as the parts are available.
Initial Complaint
Date:01/27/2025
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 ******* washer & dryer set from Big Sandy Superstore in ************ ** in mid to late November. Its been two months now for sure that we've had them. Out of the two months, my dryer has only work one month. Big Sandy was contacted right after it stopped working. They put a work order in. At that point, they ordered a part without sending a technician to look at it. I had to call 3 more times to get the service manager to send someone out then. On jan 13, the first tech came out. He was supposed to diagnose the problem and order the parts. So on jan 18th the second tech brought the parts the first tech ordered to assemble on the dryer. Come find out, he informed us that they had ordered the wrong parts again. So the second tech claimed he ordered the correct parts this time to fix it.On jan 24 big sandy sent a tech out again the third time. He put the two parts they had order the secind time around on the dryer. That still did not fix the issue going on. ******* had also sent a tech out on jan 23rd. They were also unsuccessful at fixing it. Now not only do i not have a working dryer, but i also have one that has been damaged with scratches and dents and dings all over it. My washing machine even has a dent in it when it should have never been messed with. Ive requested a replacement but have been denied it every step of the way in the process from both ******* & big sandy. We paid over $2,000 for the set at the time. Both companies wanna do the finger pointing game. I know theres a warranty, but at this point they havent been succesful at fixing it & ******* dont wanna replace it. Big sandy says its up to ******* to provide the replacement. Im to the point i dont want another tech period messing with my machines and attempting to fix it & damaging it even more than it has been already. Im requesting again either a REPLACEMENT or OUR MONEY BACK to go elsewhere and get a new set.
Business Response
Date: 01/28/2025
Dear Mediator,
An exchange was approved and is scheduled for 1/30/25.
Customer Answer
Date: 01/28/2025
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:01/27/2025
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.
Sunday 10/13/2024, I purchased a washer and dryer from Big Sandy *********** ****.Delivery was scheduled and completed for the following Wednesday, 10/16/2024. Washer was defective.
The following day I called Big Sandy and told them what had happened with the new washer. They said they would send a repair person out to check the washer. On Friday 10/18/2024 two men showed up at my house around 5 pm.
Two days passed between the original installation and the second visit on Friday. There was not a water leak from the shut off valve from Wednesday to Friday evening. 10/16/24 to 10/18/24.
The men who came on Friday evening asked for a bucket, and I gave them one. They moved the washer out to get to it. They unhooked the hose from the washer to the shut off valve. They let the cold water run in the bucket and discussed out loud their findings that the water was cold, and they could not figure out why the clothes would come out hot. They put everything back together. This is when they broke the shut-off valve, and the water leak occurred. They also turned the washer on and told me it was defective and needed replacement. They stated that the “struts” were bad. They called Big Sandy from my house and told them the washer needed replaced.
On Saturday 10/19/2024 I noted water. I started looking around and told my son who checked the area and traced the water back to the shut off valve (cold). Water damage in the laundry room, dining room, pantry, and kitchen area.
I notified Big Sandy on Monday 10/21/2024. No one called and after two more calls to the corporate office, I put a claim in with ***** **** homeowners to get the process of repair in progress.
On 10/23/2024 the plumber I contacted came to my home to replace the shut off valve. He said the cold one had been broken. He charged me $235.00 of which I was not compensated. Big Sandy has refused to take responsibility and I am out $1,000 deductible as ***** **** covered the repairs minus deductible.
Business Response
Date: 01/31/2025
Dear Mediator,

Per the delivery company, who Big Sandy Superstore contracts with, the customer can have her insurance company contact the insurance company through which the claim was denied about subrogation, using the claimant information from the denial letter or from the following.

******* claim#: *******

******* Financial Services, Inc.
O: ###-###-####
F: ###-###-####
** *** *****
********** ** *****

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