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 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.]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,
*** ***

Sirs:Attached is the response I received from the companyI want to make a couple of points and have this correspondence added to my complaint.I have never seen nor received these documents before their recent mailingAlso, they are clearly signed just recently by the sender of this letter
Additionally, this is not the promise I received from the company at the time of purchase.Please move forward with my complaintIf you need additional information, do not hesitate to contact me.Sincerely,
*** ***

Our service department has been to the home many times to make adjustments, etcin order to attempt to improve the comfort of the furnitureMs*** is not happy with the comfort of what she purchasedOur management team offered to allow her to exchange the furniture, for something different
The credit would be for the amount of the purchase, less a 10% re-stocking fee, which is our policy when there is not a manufacturer's defectMs*** rejected that offer to exchangeWe would still honor that offer, if she would like to exchange for something more comfortable

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

I stated the options in my earlier responseWe have no problem issuing a full refund, including the Total Care warranty amount, upon the return on the sectionalWe are not willing to give the customer back the purchase price and allow them to keep the sectionalThat is not reasonable

Our service team was able to move up the service appointment to September 27thThe call was completed and the unit testedAccording to our service department, Ms*** was pleased

[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 made arrangements to try and take care of Mr*** on June 20th, with a new inspection of the mattress in questionOur technician could not reach Mr*** on the phone on June 20th, to make the visit, he left a message for Mr***Our service department called and left messages for Mr*** subsequently on June 21st and 22nd, leaving a message both times, as wellWhen they were still unsuccessful in reaching him on June 23rd, his work order was placed in a status of "Unable To Reach"If the customer won't accept our calls, our team cannot try to assist him

I did receive the gift card

I'm sorry that this repair took longer than normalWe had to order a replacement door in order to repair the microwaveThe repair was completed on June 8th

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.
Regards,
*** ***

[
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,
*** ***

[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,
*** ***

We still have not received parts and were unable to keep our March repair apptwe have decided to exchange the product for Ms***.Dan E***

I have reached out to our Mattress Merchandiser, as well as the company that is to fulfill the Cruise promotionI will have a solid answer for Ms*** on MondayI apologize for the delay and what probably seems as the "run around"I understand the frustration as well as her patience

Our team has sent Mr*** a check for the damages

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 *** ***

Mr*** 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*** 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*** 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*** has spoken to.

Our team has decided to replace Mr***'s product with newIt will fulfill the extended warranty he purchased on the original furnitureThe Chillicothe store is going to reach out to him today.Dan *** ***Director of MarketingBig Sandy Superstore