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

313 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:10/03/2024
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 ****** MATTRESS IN 2020. TURNED IN A SERVICE REQUEST ON SEPT 2, 2024. THEY ASKED FOR PICTURES OF THE MATTRESS, MANUFACTURER TAG AND THE MID SUPPORTS UNDERNEAT THE BED. SENT ALL OF THE PICTURES BACK. THEY REPLYED WITH "IN REGUARDS TO THE SERVICE ORDER WE WOULD LIKE TO GIVE YOU AN IN STORE CREDIT OF 75% OFF OF WHAT YOU PAID FOR IT IN 2020 TO KEEP THIS MATTRESS. IF YOU DO NOT ACCEPT THIS OFFER WE CAN EXCHANGE. REPLY BACK HOW YOU WOULD LIKE TO PROCEED" I REPLIED BACK SAYING "EXCHANGE" THEY CALLED AND SAID WE NEEDED TO STOP BY THE STORE TO SEE WHAT MATTRESS WE WANTED. I CLAIMED I WANT THE SAME ONE I HAD. THE SALES LADY SAYS MOST MATTRESS COMP CHANGE THE NAMES SO THEY COULDNT DO AN EXCHANGE WE WOULD HAVE TO PAY THE DIFFERENCE. NEW MATTRESS WAS $3968.24 I PAID $2144.99 FOR OURS BACK IN 2020 WITH A 10 YEAR WARRANTY BELIEVING THEY WOULD REPAIR OR REPLACE MINE. WALKED OUT WITH A BILL OF $1823.25 NOT ONCE DID THEY EVER SAY I WOULD HAVE TO PAY THE DIFFERENCE THEY SAID EXCHANGE, MY BELIEF WAS THEY WAS GOING TO TAKE MY MATTRESS AND BRING ME ONE, WITH NO PAYMENTS. I CALLED ****** MATTRESS CO AND ASKED THEM WHAT THEY COULD DO TO HELP, THEY SAID THAT WAS EXTREME PRICING, THEY TRIED TO GET AHOLD OF BIG SANDY AND THEY COULDNT REACH THEM IN A TIMELY MANNER. I HAVE CALLED AND ASKED WHY THEY WAS CHARGING ME FOR A 10 WARRANTY AND THEY SAID IT WAS INFLATION.
Business Response
Date: 10/08/2024
Dear Mediator,
The ****** mattress that the customer purchased previously was discontinued, so with the Service exchange, Big Sandy Superstore allowed the customer to exchange with the full credit of $2144.99 that he originally paid.
He could have chosen any mattress in that same price range, but since he chose to reselect to a different ****** mattress, he had to pay the difference. (See Attached Invoices.)
Customer Answer
Date: 10/08/2024
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 text that was sent was to exchange the mattress and was not offered a ****** for the same amount. ****** Corporate said they was price gouging talked with them personally on this matter
Initial Complaint
Date:09/28/2024
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.
First off I want to let you know this all stated when one of my couch cushions went bad. It was for the chase lounge well the company said well it be so much money to replace it and get it fix. I said I bought a warranty that is suppose to cover this. Well anyway I filed a complaint with you all and got it took care. The technician from big sandy said the couch couch beside it need to be fix because he said someone didn’t set in it right which no one has set there. So yesterday I sent a text to big sandy sand try to get this fixed based on the warranty and they do the same stuff tell me it is out of warranty when it isn’t. I am tried of dealing with this company when it comes to warranties. I want my stuff fixed and at this point I am ready to get a lawyer and sue them for what I paid to cover any warranty that is on the couch. When I went and bought this I paid for top of the line warranty.
Customer Answer
Date: 09/30/2024
Let’s see long story short they said my warranty was out of date when I contacted them to take care of my chase lounge couch cushion. They sent a technician here and while he was inspecting that cushion he said the one right nice to it. It look like someone didn’t set in it right and basically just slide out. I ask him if he could just replace it without creating another work order to get that couch cushion replace. So I contacted big sandy and ask them to replace that cushion and sent them all the information need and then they said well it is out of warranty which it is not and they want to charge me. I also want to note that no one even sets in that couch
Business Response
Date: 10/15/2024
Dear Mediator,
The seat core for the chaise arrived and was sent to the store for the customer to pick up, and the seat core for the other chair has been ordered. It will be shipped to the store once it arrives at the Service Department.

As a reminder, the Manufacturer will cover the parts but will not cover any of the labor costs should the customer need a technician.
Initial Complaint
Date:09/20/2024
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 freezer from Big Sandy and a 5 year warranty. We had the freezer for 2 months and the door stopped working. We called and they sent someone up to fix it and he had to order parts!? This was three months ago. Came home to find a hole door settling in the side walk. And they asked my 83 year old mother to open it to see if it was damaged?!! They still can not get to it for another two week! I’m afraid my mom will trip over it.
Business Response
Date: 09/26/2024
Dear Mediator,
We apologize that the customer was inconvenienced when the shipping company left the part but are happy to report that the repair was completed on 9/25/24.
Initial Complaint
Date:09/19/2024
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.
We bought a recliner chair from ***********, Oh on 6.6.24. When it was deliverd the back was tilted to far back, and the button would not bring it up. The first tech came out, took measurements, and ordred parts. He returned and repaired it with old parts, but it didn't fix the issue. He returned a second time, and couldn't fix it. It wasn't fixed. He returned a third time, and said it was fixed.
It was not fixed. My 80 year old husband sat in it last night, and I could hardly get him out of it. It was terrible.
the store manager said we could bring the chair into them, and be charged a 20% restocking fee, and they might apply the difference to a new chari. That is not right or fair. The delivered a defective char to an elderly couple.
Business Response
Date: 09/24/2024
Dear Mediator,
Big Sandy Superstore will allow the customer to exchange for another recliner without charging a restocking fee. The customer will receive full credit of what they paid to use towards the new recliner.
Initial Complaint
Date:09/12/2024
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.
New couch purchased on 10/5/2023, the delivery they dropped a recliner off the back of the truck and broke it. We were told they would order a new one. The couch was also missing the consoles. The consoles arrived on 04/11/2024. Came to check couch warranty claim on 05/13/2024, warranty part was supposedly ordered. 06/03/2024 the part that was ordered was wrong. We were told they will get a new part out to us ASAP. Called 8/20/2024 to inquire about part, we were told the piece should be out in a few days. Called again for update 08/24/2024 and were told part should be in the week of the 26th. 08/28/2024 Got message stating they will get the new part to us in 16-22 weeks. Called back on 08/28/2024 waiting on supervisor call. 08/30/2024 still waiting on supervisor call. Supervisor called and stated the part would be delivered on 9/12/2024. Today the third trip the wrong part was ordered again. Currently awaiting a solution from the company but, at this time they seem completely inept at ordering and installing the correct part. We have been waiting over a year for the couch to be completed.
Business Response
Date: 09/17/2024
Dear Mediator-
The part needed to complete the repair is in transit. We will be reaching out to schedule the service appointment soon.
Initial Complaint
Date:09/09/2024
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 got a washer through big sandy but used ***** leasing to purchase it . We got the washer but had to wait for pedestal to come in before we could hook it up . Once we got everything and started the first load the washer leaked all over my floor and then took 8 hours to dry 4 towels and a pair of jeans . I called big sandy and asked about returning it and getting something different since this clearly had a issue and they told me it was to late ( 3 days after I got everything ) . Their website stated 30 days was return policy but of course they kept stating it was 3 days . They told me to return it I had to have it serviced first . Why would I need something serviced that I clearly want to return . Anyways now it's been about two weeks and big sandy and ***** both keep giving me a run around and threatened to pull money out of my bank account even after I told them to turn autopay off . It seems like they are trying to push doing anything so I go past my 30 day return
Business Response
Date: 09/18/2024
Dear Mediator,

We apologize that the customer is having issues with the washer, but a Work Order was opened, and the Service Department has parts ordered for the washer repair.
As for the return policy, please see the attached documents from the Big Sandy Superstore website and from the sales invoice that indicate the 3 day policy.
Business Response
Date: 09/19/2024
Dear Mediator,
The customer picked up both the washer and pedestal and was responsible for the installation of both.
Business Response
Date: 09/19/2024
Dear Mediator,
The washer was picked up on 8/22/24 (see previous attachment for *************, and the pedestal was picked up on 8/27/24 (see previous attachment for ***********).

Business Response
Date: 09/19/2024
Dear Mediator,
The washer on ************ was picked up on 8/22/24.
The pedestal on *********** was picked up on 8/27/24.
The 3 day return was effective on the date the customer took possession of each piece.
Business Response
Date: 09/20/2024
After review of the pictures, Service Management have deemed that the customer had to lay the washer on it's back to attach the pedestal and in doing so, potentially damaged the unit.

We will allow a return, but in doing so, will charge a 20% restocking fee in the amount of $349.80. Not only will we have to repair this, but we will have to sell this for a discounted price due to its condition.
Customer Answer
Date: 10/14/2024
This is still a ongoing issue , even the service guy said it's a manufacturer issue that we didn't do anything to cause the damage. So I should not have to pay anything to return something. Also if the store is saying it was put on its back then they need to pull the video from when we picked it up and THEIR EMPLOYEES laid it down when loading , not us
Business Response
Date: 10/15/2024
Dear Mediator,

The Service Department will allow a return without a restocking fee. However, the return is contingent on there not being any additional damage from being loaded and taken to the store.
When the customer arrives, the store will inspect for any additional damage based upon what the unit looks like in the work order pictures.

If the customer wants to pay for delivery to pick up in lieu of the customer loading and taking back, then that would be an option. The delivery fee would be $149.
Once the customer advises on how they will return, the store will be advised of the return approval

Customer Answer
Date: 10/16/2024
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.

We will return the product to the store . Is there someone I need to ask for when I get there with the product ?

Regards,

****** ******
Customer Answer
Date: 10/31/2024
I have been trying to return this all in one washer dryer that big sandy said they would return . ***** which is the leasing company even called them yesterday for me and they keep saying I can not return it to the store . This is becoming a huge hassle and I am tired of fighting to return this thing. The last time I spoke with you they agreed to return it and if I took it to them it would be no charge which is what I've been trying to do . I'm not sure what to do at this point . ****** ****** ********** is my cell
Business Response
Date: 11/13/2024
Dear Mediator,
This has been resolved.

Per an ***** Representative, the washer dryer combo was returned to ***** on 11/12/24.
Customer Answer
Date: 11/14/2024
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. They finally picked it up and told me I would not owe anything and they would send a email to us showing that it was returned and that we owe a zero balance to them .
Regards,

****** ******
Initial Complaint
Date:09/02/2024
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.
My husband, ***** ** ********* and I bought a refrigerator, stove, dishwasher, and microwave package on August 24, 2024 at the store in ********** **. The store did not have a model of a refrigerator I wanted on their display floor. I had an ** that quit working and did not want another one for that reason. I did want a refrigerator that was the same size though. The salesman looked up models online and finally found one I agreed to buy but only after being assured at least three times that it was the same size as the LG in the store. The appliances were delivered on August 29th I arrived home just as the delivery truck was leaving. When I entered my kitchen, I was shocked to find a refrigerator that was much smaller than the LG. I immediately called the store to report that the wrong appliance had been delivered. I was told someone would call me back right away, After 3 hours of waiting, I called the store again. I was transferred to someone in customer service who assured me that she would either call me back that evening or the next day. I told her I would be in a meeting on Friday all day so she said she would leave me a message. No one has called!

I called the store on Saturday and was told that the person I had talked to in customer service worked from home and was unreachable at that time. When I asked for a manager, I was told that they did not work weekends.

I have been without a refrigerator for 3 weeks now. All of my food spoiled and I had to store insulin and other medical injections for myself and my husband elsewhere which is very inconvenient and could compromise our health .

We were also told about a rebate we were eligible for and that the delivery men would have the paperwork necessary to apply. They left nothing with my husband.

Big Sandy is not dealing with us in good faith. To me, no response means NO satisfactory solution will be offered and we are stuck to deal with this dilemma on our own.
Business Response
Date: 09/05/2024
Dear Mediator,
We apologize for any delay, but the store has been in contact with the customer to advise that the customer can exchange the refrigerator.
After the customer reselects, the store will schedule delivery for the soonest available delivery date.
Initial Complaint
Date:08/26/2024
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 the beginning of 2023 I bought a couch, with matching recliner, and another recliner from big sandy. We were told about the warrenty in store and they said it covered anything and everything and they would even cover if the dog ate it once. Back in December of 2023 I called the warranty service because the couch was ripping at the seam. They replaced the cushion that was ripped. The man who came out to fix it told us that because we had dogs(the issue was not due to dogs it just ripped from being used as a couch), that we'd have trouble with the warrenty after this. In July of 2024 I called to have the same cushion fixed again, a hole in an arm piece(due to my dog), and a broken spring in the middle cushion. After a while they came back and said they will not fix the cushion unless I paid for it because they had just fixed it. But they'd cover everything else. I asked to speak to a supervisor about the issue. She called me back a few days later and said that was the decision of the warrenty people and wouldn't let me talk to anyone from there. She said they have no customer contact. I told her I wanted the money back for My warrenty because I can't use it when I need to. After repeatedly telling me theyd say no, she got off the phone. Shecame back and said that they'd do that but would take the price of the delivery fee out of it. I told her no. I said no they aren't taking that out because they refuse to fix an issue that has nothing to do with pets and they just refuse to fix it. It's been over a week and I've not heard anything. I would have never got the warrenty had I known I couldn't use it. They explain in the store it's for anything. Pet issues only get fixed once. Which is understandable. This is a seam issue and they refuse to fix it. All because they already fixed it.
Business Response
Date: 09/02/2024
Dear Mediator,
The customer is being refunded the full amount she paid for the extended warranty.
The customer has been in contact with a store representative and is aware that a check will be mailed to her for $470.79.
Initial Complaint
Date:08/25/2024
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.
Good Afternoon,
I ordered a living room sectional towards the end of June. I was told it would be in on the 29th of July. I called multiple times towards the end of July and no one had an answer for me on when it would be in. I also was told that the general manager would contact me for more information and that never happened. My dad went to the actual store to talk to the general manager and after waiting 20 mins, she never came down from her office to speak to him, so he left. It took me 3 times to call Big Sandy to only be told it was on backordered and wouldn’t be in until August 18th. I was told I would get some type of compensation and yet again, nothing happened and no one higher up would call me back to get a resolution. I paid about $2400 for my sectional and I would like a reasonable compensation for it being on backordered 3 weeks after the original due date and because no one ever called me back to give me any information.
Business Response
Date: 09/02/2024
Dear Mediator,
The store contacted the customer, and the customer has been delivered her sectional.
Customer Answer
Date: 09/04/2024
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 didn’t get any type of compensated for the lack of communication and not receiving my product until weeks later.

Regards,

******* ********
Business Response
Date: 09/18/2024
Dear Mediator,
Our standard procedure is to defer compensation until the customer has received their order and no other issues arise.
As this has been achieved, we are in the process of mailing a gift card to the customer.
Customer Answer
Date: 09/20/2024
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.
Seller did not inform me what kind of gift card will be sent to me and how much was on the gift card. I cannot accept a resolution without that information.

Regards,

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

Business Response
Date: 09/20/2024
Dear Mediator,
The gift card is a $200 gift card to the store.
Customer Answer
Date: 09/23/2024
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 don’t want a store credit as I had issues with getting my product from the store. I don’t want to be made to buy something else in the future. I also spent like $2400 on the living room set that was a month late and I had to call many times to find out when I would get it. The store did not contact me.

Regards,

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

Customer Answer
Date: 09/25/2024
Yes the communication was not there at all. I had to call multiple times to find out where my couch was. Although, I know things get delayed, it was delayed for several weeks and was not communicated to me. This is not appropriate communication at all. Being compensated by an in-store credit is not sufficient because it’s making me come back and buy something and spend more money that I don’t need to.
Customer Answer
Date: 10/06/2024
Hello,
I am responding back to the complaint of my furniture being almost a month late and not having any form of communication from the store, unless I reached out. In a settlement, I’m asking 15% refunded of my $2200 product that I bought which is $330. I’m asking this to be refunded to my credit card, which was my form of payment that I used. That is 5% every week it was late and not communicated with me about where my product was.
Initial Complaint
Date:08/18/2024
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.
Recently purchased a ******** electric dryer from here. Within about 5 weeks of purchase it stopped running. The tech came out 4 weeks after contacting the service dept and miraculously said it was fixed. Fast forward 2 months, same problem. Except this time I had to contact a repairman outside of the company to come out due to the repair dept never returning my call. The repair guy found a wire inside that had melted into. Said it was very dangerous and changed the wire for us. Fast forward again 3 months later and same issue. Dryer won’t heat or run and no service repair help. I’ve asked for replacement or a different product in place of this fire hazard that they sold us. The store manager hung up on while speaking with him after the second issue. I want my dryer wither replaced or my money back.
Business Response
Date: 08/20/2024
Dear Mediator,

During the first repair attempt, opened 4/22/24, the technician noted that the issue was with power incoming to the unit and until it was corrected nothing more could be done for the dryer.. Another WO was opened 6/16/24 and parts are available for repair, but the customer won't respond to the Service Department attempts to schedule for the technician to go back out.

The warranty is a repair warranty and with parts being in, Big Sandy Service will need to continue with repair.
Customer Answer
Date: 08/20/2024
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 incorrect. They said their was a power issue on our behalf. We paid an electrician to completely require an entire new setup. Once that was completed the same issue remained. This last time that we reached out which they are referring to us not responding is a lie. The manager hung up on me while on the phone and the service dept has never returned my call. I’m still currently awaiting someone to come back out for the third time to assess this issue. I had to reach out to ge myself the last time and have someone come out that I was partly responsible for paying for. Their was a wire completely burnt into that the repair tech found and said this is very common with these types of dryers and that I should be eligible for replacement of something else or a refund before it caused my home to burn down.

Regards,

******* *******
Business Response
Date: 09/17/2024
Dear Mediator,
We have not been to the home since May 2024. We have been trying to schedule an inspection to see what the unit requires to repair.
Until we can diagnose the issue we are not able to determine the next step.

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