Big Sandy Superstore

[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 extremly satisfactory to meThe management and sales teams were more than accommodating to finding a mutual resolutionNot only did they offer to replace my mattress, I purchased an even more expensive mattress and paid the difference not just for myself, but also as a gesture of gratitude to Big Sandy SuperstoreLook forward to doing business with again.
Regards,
Brian ***

We had an appointment scheduled for March I am awaiting an update from our service team

We were able to work with MsWard to resolve this issueWe sent a letter of explanation to her bank explaining the situation and they were going to help on their end

[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,
*** ***

According to our service team, the repair was made on October Our General manager spoke to the Mayhew's today and mutually agreed upon $compensation for their troubles

Here is a summary from our service coordinator:We received the customer's original service order request on 3/27/stating that the springs were broken in the sofa and that the cushions were breaking down as wellWe scheduled a technician out to the customer's home on 3/28/for the initial
inspectionThe tech confirmed these issues and placed on order with the MFG, cores and tension wire to repair the springsPlease keep in mind that furniture part orders from the MFG are "made to order" parts and most times have to be manufactured before shippingSome of these parts even come from over seas on a container causing an even longer time for the parts to be receivedWe received the tension wire for the spring repair in July but the cores did not shipThe MFG had to reorder them with a rush due to an issue on their endSo to get the customer's spring issue resolved, we scheduled the technician on 7/17/to repair the springs and use the blue foam inserts to help with the core issue (making the customer a little more comfortable) until the new cores arrived from the MFG. The new cores were received on 7/23/and we did try to make contact with the customer three times, leaving messages, as the customer statedSince we were unable to make contact with the customer or receive a call back from the customer, the service order was cancelledThis is our policy if we are unable to make contact after three days of trying to reach the customer for scheduling, it is cancelled until the customer contacts us back. The last contact attempted with the customer was on 7/27/15, leaving a message for them to contact us for scheduling. The customer contacted us a month later, on 8/28/15 and we have since opened a new service orderWe are currently working to see if we still have the parts from the MFG due to a month passing since service was cancelled. Most of these parts are required to be returned to the MFG if not consumed. When we receive this confirmation from the technician, we will contact the customer for a schedule date if the parts are still in our possessionIf the parts have been returned to the MFG, we will have to reorder the parts and schedule a date for the customer once they have been received. We apologize for the inconvenience to the customer during the repair process however we are doing what we can to get the customer's repair completed.We had a service technician scheduled for service at the customer's home on 9/4/If there is still an issue, we have not heard from Ms*** about it

It appears that our delivery drivers may have pushed the bed against the wall, damaging the electrical outletOur Customer Service Director spoke with Ms*** and let her know that we would gladly pay for the replacement of the electrical outlet, if she would provide us with an invoice for
that workShe was very upset and the call disconnectedMrC*** assumed that she had hung upHe phoned her back to let her know they got disconnected and she did not answerHe left a message for her to call him back and she did not do so

There have obviously been some issues with this customer's purchases, including problems with the products provided by the manufacturer to our team not returning calls as promisedFor that, we are sorryHowever, our policies are not "poor"They represent some of the best in the industry, in
accordance with our manufacturers' warrantiesShould the newest product fail the consumer, we will take into consideration the previous issues and will do all we can within the manufacturers' warranty to resolve any such issues

There is not a manufacturer's defect involved with this issueThe cushions sliding out appear to possibly be caused by two main attributes: 1) The velcro underneath (which is there to help keep the cushions in place) is becoming dirty quickly by their cat's fur and/or dirt (which we have cleaned for the customer, even thought is not covered by their warranty); and 2) the customer may be 'sliding' out of the sofa, thus forcing the cushion forward alsoNeither of these conditions are manufacturing issues and therefore are not covered by a warranty

Our director of stores, *** ***, spoke with Mrs*** todayHe discussed two options with her: 1) We would send a technician out to re-stuff the back cushion (as well as another cushion she mentioned during their conversation); or, 2) We would allow them to re-select to a different furniture group, providing them with full credit including their warranty purchase, less a 10% restocking feeMrs*** refused both of those offersShe insists on returning the furnitureMr*** wasn't able to offer her a third solution, which was to allow the return of the furniture, but would incur a 20% restocking fee.We feel that these three options are within reason and would be happy to extend any of the three to the *** family

I'm unsure why Ms*** is complaining to the Revdex.comAccording to our records, we applied for, and received, approval to exchange her refrigerator from our extended warranty companyThe exchange was written up yesterday by our South Point, Ohio SuperstoreOur service department contacted the
customer at 1:yesterday afternoon, so I don't understand why she would log a complaint with Revdex.com at 1:27am this morning, when she was already approved for what she is asking for..?

Prior to my receiving this notification, the Pikeville store had contacted the customer and have them scheduled for delivery on Saturday, 9/5/15, as the products have arrived at our distribution center

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,
*** ***They were supposed to send someone out last Tuesday, no call no showI called the SouthRidge store on Wednesday and spoke with a manager and he transferred me to delivery and he said he is on vacation, and I said don't you have someone else? They said he is the only oneThey said they didn't know, and they kept saying it's your all's fault because the support wasn't put on there, and they the ones that set it up, but they are blaming usI want my mattress exchanged, I am tired of all this pushing under the rugThe mattress is breaking down it needs to be replaced, it's not our fault the support wasn't put on there. They should also pay us $for all the aggravation we have gone through for the past couple monthsI don't want a store credit either

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
*** *** paid $for the delivery and sof a 65" TV, which included connecting the TV's remote control to the TVThe remote control that was sent at the time of the delivery did not work for the TVNow, a new remote control has been received, but, she believes that this might be the same remote control that did not work at the time of the delivery of the TVIn order to preserve whether or not this remote control will work for this TV, she wants a representative of Big Sandy to schedule an appointment to open this package and install the remote, that way, if the remote does not work, there will be NO question as to whether or not this is the remote that was mailedMsEllis has already paid for this part of the service, therefore, this is not a request for service that has not already been paid for in full
Regards,
*** ***

Our service department has been working diligently on this matter, for Mrs***We absolutely stand behind our products and our warrantiesAs I mentioned in my previous response, we were looking into every way in which we could help in this situationWhile we feel that the experiences Mrs*** is having with her current dishwasher may very well present themselves with a new one, we have gained authorization to exchange the product for herThe store will be reaching out to her, in order to make those arrangements

We were able to speak with Ms***This is a recap of the notes from one of our accounting employees:***, I spoke to *** *** last December I explained to her because of an open credit memothe finalized sale did not go to financing*** understood that and stated
she did have the refrigerator that the invoice coveredShe was concerned because she could not pay this by December She asked if we could get her payment due starting January. I refunded her total invoice and resold to establish her payment in January with a December payoff for her mos deferred interest. I called her back and apologized for the problems, let her know her payment schedule and she was fine with that

We had an appointment scheduled for March I am awaiting an update from our service team

Our team secured an upgraded model that was agreeable with the customerIt is scheduled for delivery on January 11th

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

Our team has reached out to Mr***Per his request, the necessary buttons will be shipped directly to him and compensation has been agreed upon