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.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:08/02/2024
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.
Bought washer on 2/2/24 and on 7/2/24 quit working have 3 different service appointments they keep bringing wrong part 8/2/24 was most recent service appointment again brought wrong part been a month without washing machine and keep getting run around was told in order to get a replacement has to be approved by supervisor which always not available
Business Response
Date: 08/02/2024
Dear Mediator,
We will approve for the customer to reselect- the store will make contact soon.
Initial Complaint
Date:07/29/2024
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.
04/01/2024 we placed an order online for a sectional. We did not see the couch in person prior to ordering. Once receiving the sectional, we realized we did not like what we purchased. The return policy with big sandy is 3 days. We contacted our sales rep and couldn’t reach her, we spoke to someone in the sales dept and let them know PRIOR to the return window ending that we would like to exchange the couch or return it. We were told they would start the process and someone would contact us. No one ever contacted us. I have called and called big sandy and talked to numerous people. We talked to a manager Scott who threatened us. Said they would only help us if we took our one star review off of ******. After having the couch a month, it is falling apart. It is only my boyfriend and i. The couch is literally garbage. The pillows are bowing, the couch is sinking in, the stitching is coming out, the cushions do not stay on the couch. Talked to someone else in sales, they said we cannot return it and they would send someone out to inspect it. This was in late june. We were told our cushions would be replaced. It’s been over a month and that has not happened. We paid over $1200 for a couch that big sandy doesn’t even sell anymore. We are unhappy with the couch. We are stuck with a bill of $1400 for a couch that we tried getting exchanged in the first place. We contacted big sandy well before the window closed and they have stonewalled us. We need help with this. This couch is horrible and we don’t deserve to be stuck with it.
Business Response
Date: 08/02/2024
Dear Mediator,
Please see the attached pictures. The damage on this furniture is consitent with pet damage not a MFG defect.
Customer Answer
Date: 08/06/2024
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.

Big Sandy advised us at the end of june they would be replacing a cushion but we have still not received that. We tried to work with them and they are saying we aren’t eligible for a refund or exchange. They have made no offer for a resolution, other than we are SOL basically. I have asked for managers to call me, when i call back to talk to them no one is available to help me. A tech advised us that there’s no issues via the manufacturer and that the problems we are having are our fault and not big sandy’s.
Regards,

***** *****

Customer Answer
Date: 08/12/2024
Do you have an email i can send these to? It is saying my attachments are too large.. or i submitted once can you let me know if you see it on your end. i attached 3 pictures
Initial Complaint
Date:07/20/2024
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 am writing to express my profound dissatisfaction with a recent purchase from Big Sandy’s. I find the employee Laurie discriminatory and corporate manager Donna extremely rude.

My family purchased a massage chair ($4,100) and two three-seater couches (almost $6,000). Upon delivery (after following up for 3 months), the furniture arrived damaged. The delivery crew took pictures as proof. The massage chair had two huge dents, and one of the couches had a hole in the leather.

Dealing with corporate has been extremely difficult. The store manager, David, and our second sales rep, Zach, in ******** were amazing and tried to help us by offering a $100 discount or a replacement chair. However, our first sales rep, Laurie, was extremely rude and questioned if we had even paid for the items, which felt discriminatory since we are an African American family. We immediately requested to stop working with her and opted for a replacement.

When the new massage chair arrived, it was even more damaged than the first. We rejected it and reached out to corporate again, requesting a refund for the chair. My parents and husband spoke with Donna, who seemed not to understand our issue and rudely said, "You need to be quiet and let me speak." When my dad called again, she said she would talk to the Big Sandy’s store in ******** and call us back, but we never heard from her. Despite calling back three times, we still haven't received a call back.

We now have three pieces of damaged furniture and cannot get our refund. We have only had the furniture for three days, and this situation is intolerable.
Business Response
Date: 07/26/2024
Dear Mediator,
We apologize for the dissatisfaction. The complainant's father has been contacted, and a resolution is in process. The massage chair was returned on 7/26/24, and the sofa will be repaired.
Initial Complaint
Date:07/15/2024
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.
Bottom of oven enamel baked off leaving large grey dull area in bottom of oven when self cleaning used, Sent repair men to look at it but will do nothing about. Brand new stove and inside looks terrible. Afraid to use it. Bought complete set of 4 appliances but just sick about oven
Business Response
Date: 08/09/2024
Dear Mediator,
This is outside of the manufacturer 7-day cosmetic warranty and Frigidaire will not cover this.
Customer Answer
Date: 08/09/2024
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,

***** ******
Bought appliances on March 13, 2024. Had no reason to use self cleaning till June 5th when chicken I was baking ran over. If warranty only good for seven days that is absurd. Don't use self cleaning till necessary. Appliances are suppose to have a one year warranty we were told from Big Sandy's and we bought extended 5 year warranty .....what a joke !
Talked to a salesman at big Sandy's right a way and he said sounded like a bad surface on inside of oven and he did not blame us for complaining. Had pictures with us. We feel ripped off and being our first new appliances in 35 yrs. we are sick about it. They say you get what you pay for and we thought the money was quite an investment since we are retired individuals. Big mistake , should of stayed with Whirlpool that did us good for so many years. We bought all 4 appliances and have to worry about whats next. SAD.
Initial Complaint
Date:07/15/2024
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.
We bought a ***** ***** front load washer from the Big Sandy Superstore on 6/29/24. We paid $2,454.93 in total. They delivered on 7/3/24. They removed our old washer. The ***** ***** washer that they delivered was broken. It had a broken latch on the door. We called that same day to get it fixed. They ordered the part and said they’d have to wait until the part came in to schedule to fix it. On Friday, 7/12/25 the part came in and they said they wouldn’t be able to fix it until 7/23/24. On Friday, 7/12/24 I requested a return because that’s too long without a washer for me and my family. They told me a supervisor would be in on that coming Monday to talk to them about a possible return and they would send an email. On Monday, 7/15/24 I called and they told me a supervisor was not in today but possibly tomorrow. I really need to be able to wash my families clothes and I would just like them to either fix it this week, deliver a new washer or give me a return this week so I can buy a new washer.
Business Response
Date: 07/19/2024
Dear Mediator,
The washer was exchanged today, 7/19/24.
Customer Answer
Date: 07/19/2024
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.

Regards,

****** *******
Initial Complaint
Date:07/14/2024
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 purchased an adjustable bed frame, queen size mattress, waterproof mattress protector, and an extended warranty service from Big Sandy Superstore in ********* ** on 2/20/2024. The items were delivered and set up by the delivery men on 3/2/2024. Upon applying the mattress protector that evening, I noticed one of the end cap attachments was missing on the bed frame. These end cap attachments protect against the metal frame snagging the mattress or mattress protector. I contacted the store the following day to report the missing attachment. I was given a phone number to call to file a work order, which I did on Monday 3/4/2024. The work order number is 529308. On 3/8/2024, I received a text message requesting pictures of the defective part and model/serial numbers. I sent pictures/information as requested. The business verified via text message on 3/11/2024 the appropriate information was received and would be reviewed. On 3/22/2024 I was informed the ETA of my part would be 1-2 weeks and the store would reach out when it was delivered to them. After that time period passed and I received nothing nor heard from the business, on 4/16/2024 I again contacted the store by phone to inquire about the situation. I was then informed the ETA of my part would be 2-5 business days. After that time period passed and I still received nothing nor heard anything from the business, I again made phone contact to inquire about the situation. I was told they would expedite the situation and get me the part even if they had to take the piece from another unit in the warehouse. The following months of May and June passed by with no response from the business. It is now 7/14/2024, and I still have not received my missing part of the bed frame. I have been beyond patient in dealing with this business for 5 months in attempt to receive a missing part, and they obviously have no intention of correcting the issue. Therefore, I am reaching out for further help to get this matter resolved.
Business Response
Date: 07/26/2024
Dear Mediator,
We have the part available for the customer. We pulled one from a stock unit so the customer would no longer have to wait on the MFG.
Customer Answer
Date: 07/31/2024
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. Thank you for your assistance in this matter.

Regards,

***** ******
Initial Complaint
Date:07/07/2024
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.
Buyer beware. We purchased from this location in December. Be bought a sectional totaling $3362.21 and we had an expected delivery date of 2/15/24. Our sectional was not delivered until 4/13. It was delivered stained. Seeing as this is a "stain resistant fabric" I assumed it would not be hard for them to remedy, although it was admittedly a bad stain. It took a couple weeks for them to service our brand new sectional and they were unable to remove the stains. Now we were told they would replace the stained item. Fast forward almost 2 more months, new scheduled service date 6/24, they never showed up/called/messaged when they decided to no show on the date set (so my husband missed out on a day of work- unpaid.) We both received confirmation texts the day before. I called the store and was assured I would hear from management in a day or two. That they would "squeeze me in another day for service" as if they were doing me a favor. I did not receive a phone call. I called again and at this point have no desire to deal with the company. The service manager said she would have another member of management call me the same day 7/3 guess what did not happen. I work 10-10 at a busy hospital so I can not call them every day, there are "no managers available on the weekend"
I would never recommend this company to anyone and would like to be done dealing with them forever.
Business Response
Date: 07/08/2024
Dear Mediator,
The repair is scheduled to day 7/8/2024

Thank you
Customer Answer
Date: 07/12/2024
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.
The business showed up for the repair with the wrong item.
They have since decided they would issue a refund and return the couch. That is scheduled for 7/19. I would like the complaint to remain open until it is resolved. Just to assure they fullfill their end of the agreement and a refund for the full amount is issued.
Regards,

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

Customer Answer
Date: 07/28/2024
I recieved a full refund for my purchase.
Initial Complaint
Date:07/05/2024
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.
I bought a refrigerator at Big Sandy in ***** ****** ** less than a year ago, bought an extended warranty, and it has quit working…called and was told to send a picture of the model number and explanation of what was wrong…explained that the fan had stopped working. Big Sandy Customer Service agreed and scheduled a repair person to come out a week later (mind you we have no refrigerator for that week to use) once the repair person looks he says yes it’s the fan and that he would order a new one…advised us it take 3-4 days to get a new one and he would come back to install…we have now waited another week. Today we received a call that the fan will be delivered on 6/12 and the repair person will call to fix the refrigerator on 7/15…2 more weeks! My husband explained that we have already went 2 weeks and the repair man said it would only take 3-4 days to have the parts…Customer Service and their scheduling department said there is nothing to be done and they are sorry. We can buy a completely new fridge and have it before we can get this one repaired! Again it’s less than a year old!
Business Response
Date: 07/08/2024
Dear Mediator,
The parts are in transit adn the repair is scheduled for 7/15/2024.
Initial Complaint
Date:06/25/2024
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.
I bought a condo with an over the range ******* microwave. The previous owners paid to have it fixed, Bid Sandy keeps stating more parts are needed. Seems to be a money making tactic. The microwave isnt even 3 yrs old yet. They want me to pay approx $90 to get parts and cant guarantee it will work. I feel they sell crap and need to replace the microwave. If I add another $100 to what they are requesting to fix their crap I could buy a new microwave. If this isnt resolved without me spending almost $100 then I know BIg Sandy and ******* dont stand behind their products and sell junk.
Business Response
Date: 06/28/2024
Dear Mediator,
SInce no parts have been installed and left in the unit. I can refund the customer $292.30 that was paid for parts and labor. SInce this is not the origional owner of the product, I would not be able to refund electronically but I can have a check mailed to the address on file so they can purchase a new microwave if they would like to do so.

Customer Answer
Date: 06/28/2024
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. If you look at Big Sandys reviews you will see they often sell junk that doesnt last ( then the games begin). The game is they send their incompetent service people to your home, rhe service person orders the wrong part multiple times to drag out their horrible customer service game. Appliances should last at a minimum of 5 years ( this microwave will be 2 yrs in Dec 2024). or the business needs to replace the product with no charge to the customer. Big Sandy accepted payment for the repair from the previous condo owner so they are a thief is they dont return her money and I will report them to the Attorney General.

Regards,

****** ******
Business Response
Date: 07/26/2024
Dear Mediator,
We offered to refund the money, in our last reply
Initial Complaint
Date:06/24/2024
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 purchased a custom-made couch chair and ottoman from Big Sandy’s in ***********, **** in March 2024, we paid well over $5000. We were Assured by the sales Person that any Promotions or sales that occurred prior to us obtaining the delivery of the furniture could be applied. When I searched routinely, I found a promotion that gave a $100 discount for every Thousand dollars spent. I contacted the sales representative and she agreed to take care of it. The discount was never applied to the purchase price and we never received any resolution after contacting the store.
Upon delivery, the furniture was missing two protective caps on the legs and large nails were exposed on the bottom of the couch legs and when slid across the living room wood floor They created extensive damage. Two 13 inch large deep scratches are in our wood flooring We contacted customer service and the store about the damage. We were told that they were not responsible for the damage That occurred to the floor but agreed to send out Someone to fix the Incorrectly made couch legs.
We never heard from them again. No one showed up. We’ve gotten no resolution from either of our issues after many attempts to deal with the store
We spent a lot of money on this furniture and we felt like we’ve really been given a the run around ??
Business Response
Date: 07/01/2024
Dear Mediator,
Please accept our apologies. We are working on getting all issues resolved.

A work order has been opened to get what is needed to cover the bottom of the legs, and the customer will be contacted by the Service Department for the additional information needed to get the parts ordered.

The request has been submitted for the Synchrony account to be refunded for the discounts. $515.10 will be refunded and will show on that account in the next 1-2 billing cycles.

We are investigating the floor damage claim and will be in contact with the customer.

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Big Sandy Superstore is BBB Accredited.