Big Sandy Superstore

I'm sorry Ms*** repair has taken so longIt does seem very frustrating that the manufacturer would ship us the wrong partWe are going to take the necessary part off of a piece that we have here, thus being able to make her repair quicklyOur service department has left her a message
regarding that

We have admittedly had issues getting the correct part from the manufacturerIt has been shipped to us in the wrong color multiple timesOur current eta on the manufacturer's replacement part is the end of March

big sandy called on the 9th of june and said someone would be out here to put support under the bed no call or show on tuesday called on wednesday and was told they had to send some one out on the 20th of june they didnt call and let us know they lie to us I am getting tried of all this lieing to us we just want the mattress exchange big sandy said they have called us but they did not they have lied to us and they do not want to do anything called big sandy and they put me on hold and not come back thank you *** ***

I realize this situation is not fully resolved, but wanted to updateWe have taken the part from an in-stock product and sent it to the Parkersburg storeThe service team has spoken to the customer and has the repair scheduled to take place on January 30th

This was an unfortunate combination of issuesWhile we strive to provide an excellent experience for each guestWe obviously fell short in this caseThe products have been picked up and the refund has been processed

Revdex.com:
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, 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,
*** *** my sofa and love seat was purchased under my moms name *** *** ***

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

I don't understand why *** *** would file a complaint on 9/The operations manager printed her a copy of the refund that he processed on 9/

Mr*** has been taken care ofIn addition to finishing the repair, we covered the $charge for the visit

Revdex.com:
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, details of the offer I reviewed appear below.I noticed from the company response was making themselves look good They failed to tell you that from August to January I have been trying to get cushions replaced Now, one of the two is raveled out They didn't mention that they have sent a service man 6-times in less than a year Please review the photos I have enclosed of the cushions and mattress The mattress was never called in for a sagging problem - which you can see is true The serviceman said that the right side of the mattress is stuffed tighter than the left - which can be seen in the pictures I also went into Big Sandy and asked a gentleman if I could photograph anything I liked so I could show my husband The left cushion is taller than the middle cushion just like the one the cushions that they replaced for me (I think Big Sandy sells seconds and I unfortunately bought two of them) Now I need three cushions I am the only one who sits on the couch; my husband has a lift chair - I am not an overweight person, so it certainly isn't from me sitting on it.I would still like to have a refund, and as far as me agreeing to them repairing it - they told me I had no choice. *** ** said to let them know what Big Sandy had to say - So I am Ccing them Here is Big Sandy's response:"It appears there was a min regards to the parts we received to make the repair on the furniture We have received the parts and the customer has agreed to a service appointment on April The mattress has an impression of approximately 1/4" which is well within the manufacturer's guidelines as acceptable."I look forward to another insightful response from Big Sandy! Sincerely *** ** ***(Additional photo - You see how much the left cushion sticks out ***)

Our service department has re-ordered the cushion for Ms***They spoke to her last on July 6th, when she called inWe are trying very hard to accommodate Ms***'s situation, even though this purchase was made from our Tent SaleOur tent sale products are to be sold in the condition in
which they areHowever, our management team promised to assist beyond that and we are trying to get that taken care of for her

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

I have reached out to our service department and the Dublin stores' management teamWe are going to replace the refrigerator for Ms***Our team is reaching out to the customer

Revdex.com:
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, details of the offer I reviewed appear below
Paying for BRAND NEW furniture, watching delivery men damage furniture in process of delivery because it was almost 9pm and they were in a hurry, arranging life MULTIPLE times for service technician to come MULTIPLE times over the course of MONTHS, finally receiving ANOTHER BRAND NEW sectional to replace the damaged one that service FAILED TO FIX MULTIPLE TIMES OVER THE COURSE OF SAID months, and new sectional came DAMAGED FROM FACTORYHelp me to see what part of any of that is in any way, shape or form, REASONABLE!?! I paid for BRAND NEW FURNITURE- what I want is UNDAMAGED furniture, which is absolutely NOT an unreasonable expectationI do not think it is reasonable to have to arrange my life AGAIN for service to come FOR A BRAND NEW sectionalI think it is reasonable to ask that a new UNDAMAGED sectional be delivered to my homeOr a full refund of said furniture and warranty and I'll keep the damaged furniture
Regards,
*** ***

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

Revdex.com:
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, 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,
*** *** Although I have received a phone call, I was given no date or plan to actually fix my furniture.

According to our service department, Ms***'s service was completed on April 14th

Brian C*** met personally with Ms***After their discussion, she acknowledged that the additional charge was warrantedWe certainly could have handled it better, by reaching out to her to discuss when we discovered the error, rather than simply submitting the appropriate chargeIn
addition, Brian did research and found that we were advertising a year-long price guarantee, when she purchasedA $refund was issued to her account, for the difference in priceFinally, there remains an issue concerning a rebate that Ms*** doesn't believe she received, via mailBrian and another on our team are researching that further to follow up with her

Per v/m message from the customer:The business has resolved my complaint to my satisfaction.Thank you,***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

*** Big Sandy Superstore *** * *** ** *** *** *** *** The furniture is defective ,lacks stuffing.