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Big Sandy Superstore

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Big Sandy Superstore Reviews (476)

HORRIBLE- Knowledgeable techs apparently not a requirement to work at Big Sandy's
Knowledgeable technicians are apparently not a requirement to work for Big Sandy. Washer made a horrible and loud grinding sound from the day it was delivered to my home. Service called, tech 1 ordered parts. Weeks later, no call that parts were in. I had to call, check, and schedule myself. Tech 2 questioned why tech 1 ordered what he did. Tech 2 ordered new parts. Weeks later, no call that parts were in. I had to call, check, and schedule myself. Tech 3 questioned why tech 1 and tech 2 ordered what they did. Tech 3 ordered a new motor and some other parts. Once again, had to call and check on parts and schedule. Tech 4 shows up and is same person as Tech 3. He replaced parts that he ordered. Grinding sound gone after running an empty load of water. He leaves. Later the same night, I run a small load of clothes...grinding sound back and then received an error (LE) on my LG washer and can no longer wash clothes (and no...the washer wasn't overloaded). Keep in mind, I could wash clothes this whole time...but was always getting the grinding sound. Called again for service. Decided to send me to "triage" for my problem. Whatever the hell that is?!?! Was told someone would call..no one did. Called again, told me they ordered parts. This is comical. No one came out, no one called...but "we ordered parts." Um...what parts? Waited for parts to come in again. No call, of course. I called them to verify parts came in and of course scheduled a tech. Tech 5 shows up with unknown ordered parts. Spends hours investigating. Tells me tech before him took the rubber grommet that should have been left on the motor that he replaced and thats causing the problem. Of course tech 5...ordered more parts. Now I wait again, 4 weeks and counting of not being able to wash clothes now and officially over 1 year of dealing with nothing but one tech after another attempting to fix originally a grinding problem, but now...unable to even wash clothes. So thank you for that! Called store manager in Dublin... no help there of course, trying to talk to a manager in operations...playing phone tag, of course. I have been nothing but patient through this entire experience, but after tech 2, I have nothing but disgust for this company. Bottom line is...this entire experience has become comical. I was told they wouldn't replace my washer until "deemed unfixable." Who decides this and at what point do they make that call? Based on how many techs have been out and how much they get paid an hour and the amount of unnecessary parts ordered...Big Sandy probably would have been better off replacing the washer. Thank you, Big Sandy...you will NEVER get my business again. And you have some real "winner" technicians. đź‘Ť

Terrible Customer Service
Ordered furniture on 6-28 and received on 9-1. Delivery scheduled for 2-6 pm. Delivery arrived at 8 pm. I watched one of the delivery guys try to unload the oversized power recliner by himself, and he dropped it on the road. My husband then started filming to have a record if anything else happened. They brought in the furniture (total bill was $2803.38)and set it up. At first look everything appeared ok. We did not try the power headrest that first night. The next day when we tried it out, there was a clanking noise and the headrest did not work. We examined it further and noticed a sharp piece of metal sticking out on the back corner of the chair; both of these I'm sure were a result of the chair being dropped off the truck. We called the store that day 9-2. Long story short, they finally agreed to refund the charge, except for a 10% restocking fee. Outrageous because the problem wasn't our fault, it was the delivery guys. After several complaints, they agreed to refund the 10% restocking fee on 11-17. After that, there was still a $79.99 charge. They told me it was the charge for the truck to come and pick up the defective furniture! Are you kidding me? THEY broke the chair and then charged us $79.99 to come and pick it up! I will never do business with them again. I'm STILL trying to reach corporate to file a complaint about it! Also: after closer inspection that next morning, we found several problems we didn't expect to see on that high priced furniture. Pictures below.
Terrible Customer Service

Big Sandy was suppose to be here today to fix our loveseat they called and cancelled yet again to tell us that they can fix the loveseat on a weekend has to be during the week and would we be available during the weekMy husband told them we would be home on the 28th but that is itThey are suppose to come back on 3/I dont want case closed until we see if they come out on 3/ [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.]I have been very patient with Big Sandy since this began I have been told that my couch would be fixed and I had been given different dates for that to happen all to which I still have a damaged couch So to answer your question " Has the company addressed the issues?", yes they have told me they would fix it for over six months now and it still is not fixed The question of "why?", is that they obviously feel it is ok for me to live with the damaged couch instead of replacing it The third question you asked me is, "has the company met the agreement they outlined?" No, because I was told it would be fixed on three different dates The only response is a new date weeks later each timedue to lack of production of the product I have seen the product in their stores since as well as other places This is why I would like my couch to be replaced or refunded the money I paid for it It has been an issue for far too long for an item that is not a custom order product Regards, [redacted]

Their signs DO NOT clarify that to begin with and no matter what they do not stand behind their price match guarantee and no matter what since I found the washer and dryer at a cheaper price they should make their deal work, the gift card has nothing to do with it, that is their fault they didn't? have the ***st price when they made the buy a washer get the dryer at half cost and the gift card just means that their furniture? is marked up high enough they still are making money! Why would I still pay them for a washer they should sell at and by the way I ended up finding the washer and dryer at [redacted] with 10% of each one for $which their rude disrespectful vice president said I was a liar, really how a vice president should handle a business!!!! And nothing was ever addressed about their rude and disrespectful employees me and my family had to deal withI want those rude disrespectful employees reprimanded? for our families treatment, my kids should not have to see some speak to their parents the way we were spoken too!

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ? The reason I do not accept their response is because there is no time limit on the offerThey may not be in this area for a year or moreI want this problem resolved and they don't say anything about fixing it free of chargeThey evidently have not read the complaint well because the gasket I referred to was on the ice maker and they have replaced it twice already and it only last for months at the most.?

There are a couple of things mentioned here, so I'll try to make sure I address both.The purchase of a mattress pad is to protect the mattress from stainsIf a mattress becomes stained, the manufacturer's warranty is automatically voidedThe mattress pad doesn't change the warranty policies of the manufacturerIt protects that investment, so that a stain doesn't void their warrantyIt is very much worth the purchase, for that protection.The second issue is the customer's complaint about the mattress saggingEach manufacturer determines what is their acceptable level of body impressions, typically 1/4" to 1/2", depending on the manufacturerAs the mattress conforms to your body, there will be impressionsHowever, if the impression reaches an unacceptable depth, then it is determined to be defective and will be replacedAs the attached photos indicate, the depth of impressions on this customer's mattress are only 1/4"Here is the warranty information directly from [redacted] :"Compression of upholstery materials of ½” or less should not be considered as sagging of the mattressCompression of upholstery layers is not covered under this limited warrantySagging occurs when the mattress has a depression greater than ½”Two people sleeping on a queen or king mattress may notice that the head-to-foot center of the mattress is raisedThis is a occurrence and indicates that the upholstery layers in the sleeping areas are conforming to each sleeper’s body."

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ? Although I have received a phone call, I was given no date or plan to actually fix my furniture.?

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: We will accept Option #as we see it as our only choice We strongly disagree with the restocking fee of 20% as we are not returning the sofa due to no longer liking it or because it doesn't work in our room We are asking, however, to be refunded the $for the extended service agreement we purchased.How and when will the money be refunded?Please ask Big Sandy to give us notice of when they will pick up the sofa Regards, [redacted] ***

Here are the notes from our Store Operations Manager in [redacted] :They have a table that was approved through the manufacturer for an exchange for the finish peeling off on 5-We keyed up the exchange and let her know we have to order it because it isn't a stock pieceWe let her know it would take to weeks to come inI just pulled up the order and looks like the PO is coming much sooner and is already showing for 5-I'll ask buyers to confirm that's a good date and let the customer know

[redacted] We exchanged Mr [redacted] ' refrigerator with a new one on September 29th[redacted] ***Director of MarketingBig Sandy Superstore

[? Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.? Regards, [redacted]

I have read the compliant, and I do agree that they have been to the house numerous times since my purchase but no one has ever offered me an exchange beforeI see where I would have to pay the 10percent restocking fee, which I disagree with because it’s not my fault that I got bad furnitureHow does the restocking fee work, would I have to pay that up front, added to my bill or what? Are they saying that I can return all my furniture for something new or just my recliners? Since they have never contacted me to offer this I am unsure what this deal entailsI do appreciate the speedy reply, and I don’t mean to sound rude or cause problems, but money is hard to come by for me and when I purchase something I am in hopes that it will last a long timeThe last furniture that I purchased from Big Sandy Furniture was great, I didn’t have issues til way late in the purchaseI just felt that I shouldn’t be having issues with my purchase from month to month.Sincerely, [redacted] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint I am glad they sent pictures but they failed to send all the picturesThe gentleman they sent to my home told me there were manufacturer defects in my mattressHe also took pictures of the springs coming through on the mattress but my box springs is perfectThey make no mention of this when speaking with them or responding ro this complaintI have spent a lot of money at this location ( bought three queen size mattresses anf box springs, living room suites, kitchen appliances and a washer and dryerI paid good money for all of it and never expected it free but I do expect them to stand behind what they sell meI have researched and found that I am not the only one that has been done like thisHowever, when their employee stands in my house and tells me the bed is defective I want them to fix it and I feel that's fairThe pictures I took above is one of the two springs breaking through the mattressI also took a pic of the box springs to show it is in good condition and isn't the causeIt was difficult to get the picture by myself holding the bed and the cameraI can have my son help me when he gets home and send additional pictures if needed but I wanted to respond as I just saw this Regards, [redacted]

The extended warranty company has approved an exchange, rather than repairsThe local store will contact the customer to make arrangements

Mr [redacted] purchased a washer and dryer that was part of our Half Price Dryer promotion...buy the washer and get the matching dryer half priceThe washer was purchased for $and the dryer for half of its tagged sale price, $In addition, the purchase of that pair earned Mr [redacted] a $Gift Card, which he applied towards his furniture purchaseOur competition has had those items tagged as low as $each piece and as high as $each pieceMr [redacted] found a competitors' price of $for each pieceHowever, his issue is that we would not give him the dryer for half of THEIR priceThe tagging in-store is clear...Purchase the washer for $and get the dryer for $550, plus a Free $gift cardIt is not reasonable to expect us to give him half price off of someone else's price and the $furniture/mattress gift card that our competitor cannot even offer.The President of our company is aware of this complaint, as is the Vice-President, with whom Mr [redacted] has spoken to.?

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.]I feel that? this response is unacceptable.? I was told two different times that the part was in stock.? ? In regards to them stating the part was expedited, ? According to Big Sandy the part was expedited only after I called in on January 8, eight ***s after not hearing anything and according to the service department the part was supposedly ordered on December 31st.? ? As of to***, still no dryer for a total of ***S!!!!!? In my opinion this is not expediting or rushing an order or offering any solution to a customer with a family of four, with two small children? being without an appliance for ***sThis is completely unacceptable Regards, [redacted] ***

While we apologize for the inconvenience, Ms [redacted] 's request for "half off" is not reasonableWe made a mistakeA wedge was mislabeled by our warehouseWe corrected that matter as quickly and efficiently as we couldHer delivery is now complete, including her two end tables

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] [redacted] This issue began of course in May with the need for replacement of a cover that came apart,replacement ordered,placed no problem,again same piece came apart again call made,ordered technician made call to my home replaced at which time I brought to his attention of a cushion needing replaced due to core breakdown was told normal,didnt think so called manager of that department who reviewed the sofa at which time he agreed cores were breaking down on the sofa and that it would be replaced,now this is in November.In November I purchased an additional cushion at my cost for interchangeable option,placed order, paid at main store,have yet to receive,but after speaking with Tyler(In January about the problems with the couch cores etc and excercising my purchased Total Care warranty and reviewing the facts that once the core cushion was replaced and basing on the conversation with Joe,manager of the service department it was agreed that all cushions would be replaced for purpose of wear, several calls were made back and forth with me being told that the other cushions were ordered ,then prior to the service call on January 29th technician made call to confirm that parts were in I asked at this time what parts,was told that a core for the right side, that I paid for was in ,the chaise and additional cushion were in ,informed him that I did not pay for a core explained that I paid for a cushion in November was told that I only paid for core explained purpose and was told OK service call scheduled for 29th of January,technician here placed core to chaise,was told at that time that the other cushions was sent back thought it was a mistake.I have not received a call from ANYONE in regards to this,Now to sum it all up the Total Care Warranty clearly states that foam,material and breakdown are covered up to years.So this being said I should never have had to have this many questions or problems with a sofa that is under warranty,or this much problem with service attempting to decide whats needed when in fact all cushions have resulted in breakdown,now this couch is year old has had cushions replaced with need for more and another cover is coming apart ,I understand that mistakes are made ,delays etc but unfortunately I believe their response to your agency and what I am being told are different things.So after a course of months several problems could have been resolved with following the purchased total care warranty Regards, [redacted] ***

We would be happy to help the [redacted] resolve this situationI apologize that they did not receive a return phone call yetWe try to do so within hoursThey spoke to our store yesterday, so I am assuming the message was left with our service department sometime yesterday.? We work very closely with the mattress manufacturers in handling warranty claims according to their standardsEach manufacturer has a minimum acceptable impression (typically 1/2")The process is to measure the impression to see if it exceeds that standardIt is common practice (and something the manufacturers put in place) for a kit/package to be sent to the consumer, in order to measure the impressionSince the [redacted] do not want to do this, we will schedule a technician-free of charcome to the home and do the measurement for themOur service department will be in contact with them to make those arrangementsOnce we have those measurements, the manufacturer's warranty standards will be used in determining whether an exchange of the mattress is warranted

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Address: 1404 N Bridge St, Chillicothe, Ohio, United States, 45601-4101

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