ComplaintsforBig Sandy Superstore

Furniture Stores

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Initial Complaint
10/29/2024
Complaint Type:
Product Issues
Status:
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.
(1) We were lied to about how long it would take to get the couches in, (2) We were told they would come from the *********. they came from *****! (3) when they were delivered and the 2 men left, I called them and ask them to comeback and get ONE of them because, I found a place where one of them had been (( PATCHED )). I was told to report it to the store! I did and ask at that time it be replaced or refunded ( I was given you song and dance story ) as always! This REPAIR THING has been going on now over 90 day and I now ask that they come get it and refund me the $1869.99 and or just refund me and I will have ******** pick it up THERE CHOSE !! (4) I was charged $879.99 for a ( 5 year total care protection plan, witch is now only $459. so I would like a refund of $420.99 because I was over charged. I NO LONGER WANT TO DO BUSINESS WITH THEM!! I WILL PAY MY BILL IN FULL AND CLOSE THE ACCOUNT ***** ** *********
Business response
11/01/2024
Dear Mediator,
Big Sandy Service will allow the customer to return the $1869.99 sofa and will return the extended warranty for that sofa, minus a delivery fee. ($440.00 - $60.00 delivery fee = $380.00)

The total of the refund will be $2407.49. (Please see the attached Credit Memo that was written for the return.)
Customer response
11/13/2024
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.

They did pick it up Thursday. I didn't want to call them yet because I know it takes time to get the refunds processed. According to ********* it hadn't been yet. 2407.49 should be removed from my balance on ********* within 30 billing days.

Regards,

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

Business response
11/14/2024
Dear Mediator,
The store has submitted for the $2,407.49 refund to be sent to ********* bank.
The refund will be there sooner, but if the customer receives paper statements, the refund could take up to 2 billing cycles to appear on a statement, depending on what day of the month the billing statement is sent out.
Initial Complaint
10/14/2024
Complaint Type:
Delivery Issues
Status:
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.
I bought the remaining pieces to my bedroom suite and a dining room table and chairs they delivered 3 times and on the last delivery they went to the wrong address and refused to deliver it to me that day because they said they were behind I missed a day of overtime and it didn’t get delivered I lost 675.00 from not going to work and I didn’t get my furniture this is very unacceptable very frustrating and disappointing I will tell everyone about my experience and advise everyone to shop elsewhere this was an absolute disaster on big sandy
Business response
10/18/2024
Dear Mediator,
Big Sandy Superstore apologizes for the error. The store tried to resolve the issue by arranging a special delivery, but the customer decided to cancel the items that were mistakenly scheduled to be delivered at the wrong address.

$1,458.60 was sent back to the customer's credit card on 10/12/24 and should show as refunded in approximately 5 business days.
Initial Complaint
10/08/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
September of 2023, we purchased two "Gold" quality recliners from Big Sandy. We have purchased other items from them in the past and had issues as well. In February of 2024 one of the recliners complete broke. We are pretty average size people, and I couldn't believe for what we paid the recliner was broken to the point we couldn't use it. We contacted Big Sandy, and they had a come out to replace the mechanical part of the chair. It took us almost 3 months to get someone out. The tech replaced the parts and then broke the handle that is used to recline the chair. So, the chair wasn't able to recline for another 2 months while I waited for the handle to come in. Now a year after our original purchase the second chair has broken just the like the first. I'm completely annoyed that two brand new chairs were such poor quality that they didn't even last a year. At this point I would like a refund or a complete replacement of both chairs.
Business response
10/15/2024
Dear Mediator,
We repaired the defect on the 1st chair while it was still covered under MFG warranty. The identical chair, if having the same issues we will do a one time courtesy repair, ordering the same parts we used to repair the other chair. If there are additional issues with the chair, we can have tech advise and quote the customer for the remainder of the repair. We will request the parts for this repair once we receive the model serial tag from the chair experiencing the issue.
Customer response
10/15/2024
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 reached out today to get the pictures and serial tag number. I will send it when I get from work. The chair is exactly the same as the other and does have the exact same issue.
Thank you for your help!

Regards,

****** *****
Initial Complaint
10/03/2024
Complaint Type:
Service or Repair Issues
Status:
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.
The after-sales customer service has been extremely disappointing. I spent $5,000 on kitchen appliances, and this has been the worst experience I’ve ever had with any retail store. I filed a complaint with the corporate office, but it’s been three days, and I’ve yet to receive a response. I was given paperwork for 4 item 400$ discounts, but they sold me a different item, which led to ** denying my rebate claim. Despite having the invoice, I have a video of the store manager refusing my request, Big Sandy still refuses to resolve the issue.
Business response
10/08/2024
Dear Mediator,
The store is working to resolve the rebate issues, and a Corporate Customer Service Manager has made contact with the customer and will be working with him regarding the store complaint.
Customer response
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.
I am still waiting for actual action.
I did receive a call, but no actions have been taken as described during the conversation.

Regards,

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

Business response
10/18/2024
Dear Mediator,
The store reports that they have left messages for the customer to call them.
Unfortunately, even though a claim has been submitted, the time frame to receive the rebate could be up to 12 weeks.
Business response
10/28/2024
Dear Mediator,
The store advised on October 18th that the rebates had been submitted. From that date, 12 weeks would be January 10th.
Initial Complaint
10/03/2024
Complaint Type:
Product Issues
Status:
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.
Icemaker went out again 3rd time can't get the manger to respond to me for replacement this is a lemon please help resolve this issue
Business response
10/15/2024
Dear Mediator,
Parts have arrived, and the customer's repair is scheduled for 10/18/24.
Initial Complaint
10/03/2024
Complaint Type:
Product Issues
Status:
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.
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
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 response
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
09/28/2024
Complaint Type:
Product Issues
Status:
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.
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 response
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
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
09/20/2024
Complaint Type:
Product Issues
Status:
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.
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
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
09/19/2024
Complaint Type:
Service or Repair Issues
Status:
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.
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
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
09/12/2024
Complaint Type:
Product Issues
Status:
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.
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
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.

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