ComplaintsforBig Sandy Superstore

• Initial Complaint

  08/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Went to Big Sandy's too buy washer + dryer also refrigerator. Satisfied washer + dryer. But not refrigerator. Ordered Stainless Steel they delivered a black one while unpacking with carton knife they put dent and scrape on it. Went to store with complaint too late should have come back within three days. ********* location; **** ** *** *** *****

  Business response

  08/09/2024

  Dear Mediator,
  Upon review, the picture taken by the delivery company, at the time of delivery, shows a black refrigerator. If the customer had contacted the store at delivery to say that the color was wrong, then Big Sandy would have been able to give the customer the credit they paid towards the other color.
  
  The return policy is included on Page 2 of the customer's invoice. (see attached screenshot)

  Unfortunately, Big Sandy will not be able to exchange this.

• Initial Complaint

  08/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 4 appliances from Big Sandy in 2017. The items were brought to my home in 2018. We have reached out multiple times as there have been issues with the fridge, oven, and microwave. The company said we are out of their service area. The knowingly sold me products and warranties on those products that they were not willing to service. I would like a refund for those warranties since they did not hold up to their end of it.

  Business response

  08/09/2024

  Dear Mediator,

  If a customer purchases extended warranty and is outside of the area where the Big Sandy Service technicians travel to, Big Sandy Service will reimburse the customer for charges to a Servicer in the customer's area.
  
  In October 2021, Big Sandy Service advised the customer of this via text, to phone ************, after a service request was opened on the customer's range.
  
  The extended warranty through Big Sandy is a 5 year warranty, and the warranties for this customer would have expired on 1/31/2023.

  Customer response

  08/11/2024

  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 may have told us they'd reimburse, but there were no companies near us that would service the oven. So we've been stuck only being able to use it when it will actually work. I feel like reimbursing me for all my warranties would be cheaper than them paying someone to come from Columbus or wherever multiple times to diagnose and repair it. Previously the oven would work on convection bake and not regular bake or vice versa. Now I'm lucky if it'll work once a week on either. 

  
  Regards,
  
  ********* ******
  

• Initial Complaint

  08/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We went to big Sandy's to get a new fridge and it has been a total nightmare. We was told the unit had small dents and scratches and we didn't have an issue with that but on there website it states "ask about next day delivery" we was told it could be several days upto weeks before they could deliver the fridge so we opted to bring it home ourselves and took every precaution to make sure it was secure and protected in transport. We got home and when we took the doors off to get it into the kitchen the bottom right door fell and snapped a wire I put in a service request and was told it was caused by customer so they couldn't do anything. We also noticed error code 84 on the screen and yet again put in a service request and they told us yet again it was customer fault they couldn't or wouldn't cover it by the warranty ($800 extra for 5 years) we had a ******* tech come out and they fixed the door and told us that the compressor was locked up. When I contacted big Sandy's again they told us it was put fault and it had happened by us so it wasn't covered in the warranty. ******* is going to attempt to fix the compressor but was told it "might" fix it. We requested a new unit because of the compressor and big Sandy's are still refusing to do anything about it. They have been unprofessional and refuses to uphold the warranty and giving me every form of run around they can while also wanting me to continue to pay for a $2,000 fridge that has yet to work from the moment it left the store. We took every precaution in securing the unit and make sure it was tied and protected in transport we even has the guy working in the loading dock wrap it in plastic for extra security to hold the furniture blankets to the fridge

  Business response

  08/09/2024

  Dear Mediator,

  The customer's refrigerator was exchanged on 8/8/24.

  Customer response

  08/09/2024

  Better Business Bureau:

  Big sandys did finally make everything right after fighting with *******. We are happy with our new product and they did what was needed to make everything right for us
  
  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

  08/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought the bed frame and box springs and ottoman on 6/14/2024 the box springs and their metal frame was delivered on 6/19/2024 The ottoman was too big I called and asked if they had a smaller ottoman to exchange I hadn’t had it 24 hours they said they had no exchange policy and too get the smaller one I had to pay more money!The box springs they delivered do not match!The mattress that I had to pay 2200$ for kills my back and came in a box,That was the whole purchase of me going to big sandy and you’d think buying from there you’d get a higher quality of furniture and I’ve been waiting 6 weeks on the bed frame that I’m already paying on and they say a few more weeks,They need to exchange the mattress and I’m not paying them any more money I’m already paying and still haven’t received my bed I’m completely unsatisfied with this company!!

  Business response

  08/07/2024

  Dear Mediator,
  An even exchange has been written for the customer and can be scheduled as soon as she is ready to schedule.

• Initial Complaint

  08/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  08/02/2024

  Dear Mediator,

   We will approve for the customer to reselect- the store will make contact soon.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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 response

  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

  07/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  08/09/2024

  Dear Mediator,

  This is outside of the manufacturer 7-day cosmetic warranty and Frigidaire will not cover this.

  Customer response

  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

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  07/19/2024

  Dear Mediator,

  The washer was exchanged today, 7/19/24.

  Customer response

  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

  07/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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,
  
  ***** ******
  

*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. ↩