Big Sandy Superstore

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,*** ***
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 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

they did not call or leave messages ? they lied to you ? we just want a exchange and this settled ? phone # is 336-338-? ? settled asap ? we had the phone with us all the time ? so they did not call us ? thank you? ?

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,
*** ***

[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 as long as the correct couch is delivered within the next business days
Regards,
*** ***

hi big sandy has sent a technician out again this is the the third time he has been here, I don't think that keep fixing the furniture is working because it is already starting to fray again on? of the cushions and on the inside of one of the arms

It is my understanding that the chandelier is being replaced*** *** *** *** picked out the the replacement this weekend and *** *** is to call them today to work out delivery

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 have already dealt with the phone calls claiming that my part will be here in a few daysThose meaningless calls have been going on over the last month or so while I patiently waited for my couch to be repairedThis complaint won't be resolved until my couch is actually fixedI hope to hear from your scheduling department soon
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
They have been rude throughout the entire processAnd if you'll notice, they didn't even bother to apologize for their inadequate customer service, nor have they attempted to make it rightThe gave me a $Big Sandy gift card, but honestly....after all the trouble we've had trying to get a simple cushion, why would we bother spending any more money in that store?? and there is NOTHING in that store for $or less.? When I tried to order the cushion the first time, I told them my dog chewed a hole in the cushion and that's why I needed to order a new one; I didn't lie or make up some story to try to get a free one, I told them the truth, it was due to our dog, not a malfunction or faulty piece of materialAfter I called the 5th time to try to get an answer as to why it was taking so long and ask for a credit on the shipping b/c it wasn't being shipped to our house, the lady on the phone said, "look, it's not our fault there is a hole, your dog ate a hole in it, you have to pay for the cushion!" (At this point, I didn't even ask for a free cushion).? However.....after being lied to for the last months, making trips to the store to pick up a cushion that wasn't there or the wrong color (they told us to our order was ready and to come get it), the LEAST they could do is replace the cushion for free.? As it stands, we just want the cushion, we want the matter closed and we will NEVER do business with Big Sandy again.? Ironically, our neighbor was complaining this weekend about the poor customer service they are now receiving as they try to resolve an issue with a washer/dryer set that is less than years old and under warranty, as is a friend who tried to order an item online through Big Sandy and they lied to her and told her the price listed on the internet wasn't the correct price and she'd have to pay more for the item she wanted because someone in their store made a mistake.? Big Sandy is THE WORST furniture ever.? We'd have had better luck and treated more fairly had we gone to ***
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
Sorry that is a lieThey called us and said they did not have the part yet again and had to reschedule until the 14thI still dont want this case closedSince our compliant they have rescheduled our service call now three timesEvery time they set an appointment they cancel stating they dont have the partThe same thing they did on our couchthey dont have the part because they dont make the love seat anymorethis is the last time I will try after the 14th I want my money backthis is crazy
Regards,
*** ***

I have been informed that we have located what Ms*** needs and will be contacting her to make arrangements

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,
*** ***

The extended warranty company has authorized us to exchange Mr***' sectionalHe should have been contacted to arrange his re-selection

I spoke to MrC***, our Customer Service Director and he confirmed what Ms***? mentionsIt is apparent that her dog sits on the back cushions of the sofa (clearly evident from the attached photos)The unusual use of the cushions in this way appears to be what is causing the seat
cushions to slide forward, which I'm told is what Ms*** is complaining about with the sofaMs*** does have a one-time pet forgiveness policy, included within our Total Care programThat covers stains from urine, etcand includes clawing or bite marksEven though it doesn't include this type of usage issues, MrC*** offered to replace the cushion cores and re-stuff the back cushions, as a courtesyMrC*** was given the impression that did not like thatIf she would like us to provide that courtesy, we will stand behind it, just as we stand behind the manufacturer's warranty and our Total Care coverageUnfortunately, there is no manufacturer defect involved with this situation

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 have always responded to your calls and emailsAs I told you before, I turn my phones off in the morning due to my husband who has cancer doesn't rest goodWhen I called the service dept back they wouldn't even try to helpThey said I don't have an open claim although I explained what's going on so I then sent responses to your email trying to get in contact with you but was ignoredI need my dishwasher replacedI have a sick husband who has just gone through treatment and I depended on the dishwasher for sanitizingThis company does not stand behind their warranties
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,
*** ***

The extended warranty company has approved the exchange, for newOur team should be in touch with Ms*** shortly, if they have not already contacted her

Mr***'s product is covered under the manufacturer's warranty, which requires us to repair the productThe appointment for repair was scheduled for November 16, but the customer called and rescheduled it for December

[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 will require more specific information, as I do not find a sofa purchased under this name, etcThe only orders I see are several free items that the customer has come in and received, via couponPlease provide the sales information, from the purchase of the sofa...name, address, phone, etc