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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]l [redacted]

[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 [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.  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]

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.We did receive a store credit for the couch however we have not taken delivery of  other furniture this is what happened last time and they cancelled our order. Delivery suppose to be on 2/3.  We still have outstanding issue with thelove seat. Same problem reported the same day. We were told they finally had the part on 1/6/2018 they would be out to replace that part and they called the morning of 1/6 said they did not have the part and would be in touch to figure out another solution. Still we have not heard what they are doing for that piece of furniture. My guess they dont make this either so they are stalling because there are no replacement parts. They keep telling us they will be out then the call the day of and say they cant find it. When my husband spoke to the store manager about the couch he asked him what he planned on doing about the other piece that was also damaged. He said he would call him back and he never did. This was $1,221.99 also plus the [redacted] Warranty for 3 years guarantee we paid $509.99 on this furniture. None of this has been addressed.  Just because they might have made right the couch still leaves problem with the love seat which was looked at in 2017 along with the couch. Same issue color is coming off the leather.
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 pictures. The gentleman they sent to my home told me there were manufacturer defects in my mattress. He also took pictures of the springs coming through on the mattress but my box springs is perfect. They make no mention of this when speaking with them or responding ro this complaint. I 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 dryer. I paid good money for all of it and never expected it free but I do expect them to stand behind what they sell me. I have researched and found that I am not the only one that has been done like this. However, 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 fair. The pictures I took above is one of the two springs breaking through the mattress. I also took a pic of the box springs to show it is in good condition and isn't the cause. It was difficult to get the picture by myself holding the bed and the camera. I 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]

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[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 [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.  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]   Big Sandy is making false remarks  the 2 ladies at the front desk told me to bring it back and I would get a full refund stopped and talked to 1 of the ladies on 8/11/2015 and she said to bring it back took it back on 8/12/2015 I talked to a different lady and she said to unload it in the dock and come back to customer service and she would give me credit back where I financed and  refund me a check in 7 to 10 business   8/25/2015 I recieve a call from big sandy [redacted] at 5:28 talked to [redacted] he was very rude and said no one said for me to bring them back and I wouldn't know the 2 woman I  had talked to at  big sandy I told him I could meet him there tomorrow and point them out to him he said only  he said only way he would give me a refund is if I took 10% off of 1520.79 he said tough luck eithier pay that or you will have to continue paying for it even though big sandy has the furniture at there store. I told him I didn't feel I should pay 10% when they have the furniture that I would be contacting the attoney generals office and filling a complaint Brain told me Revdex.com nor the Attorney  generals office could not do anything and if I changed my mind and wanted to pay 10% call back at [redacted]

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

Per v/m from customer:Please close my complaint as resolved at this time. Thank you!
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]

The Refrigerator  had been picked up by Big Sandy on 9/24/16.   I filed a complaint with the Revdex.com because every time I called Big Sandy asking about my refund they would tell me that they did not have my visa number and therefore could not issue a credit to my account  I called them on Mon. 9/26/16 and no Credit had been issued.    I gave them my card number 2 times ( on Mon. 9/26 and again on Wed. 9/28 ) and they still had not issued a credit and that is when I filed the complaint with the Revdex.com. Later that day, on September 30th I went back to the store and that's when they printed out a form showing that my account had been credited.    It is not true about the date they are saying that they notified me about the credit being issued.  Please post my complaint about BIG SANDY on line so others can see the issues I had with them.

Brian C[redacted] met personally with Ms. [redacted]. After their discussion, she acknowledged that the additional charge was warranted. We certainly could have handled it better, by reaching out to her to discuss when we discovered the error, rather than simply submitting the appropriate charge. In...

addition, Brian did research and found that we were advertising a year-long price guarantee, when she purchased. A $500 refund was issued to her account, for the difference in price. Finally, there remains an issue concerning a rebate that Ms. [redacted] doesn't believe she received, via mail. Brian and another on our team are researching that further to follow up with her.

[redacted] has an exchange in our system. The replacement refrigerator is on backorder until July 13.Dan E[redacted]Big Sandy Superstore

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]
         It is not true that I requested a later date as I told them in their service department yesterday. I have two work orders in. One for the washer and one on a recliner that I bought an extended warranty on. The service repair for Tuesday is the one scheduled for the recliner not washer. It doesn't make sense that I would complain and go as far as to report to the Revdex.com about it being over a week with a washer that doesn't work with smelly standing water in it that is smelling up my whole house and making my family sick. I got a phone saying the soonest they would be in my area to look at the washer was Minday and I told them I needed it sooner than that. When I spoke with there service dept. yesterday the lady stated yes that doesn't make sense why you would want it on an even later date when also it is written in the comments from since you have been calling that if there are any cancellation to move you up into the spot. After I was told they wouldn't be here till Monday on the washer I got a second call from service dept. to schedule a date for my recliner to be worked which was the one scheduled for Tuesday. I told them someone was suppose to be here to work on my washer before then and I wanted to make sure that this wasn't a call back about the washer and I was advised no that it was two different workers coming for each item and this appt. was for the recliner not washer and was scheduled for Tueaday. So they need to report what is in their comment section of their notes about moving me up the list for my washer. Even the lady yesterday stated it must have been a mistake on our part stating you didn't want the appt for Monday for the washer and requested Tuesday. I did not in any shape form or fashion tell anyone that I didn't want the Monday appt to make it for Tuesday. If I accepted and requested the Tueaday date why would I be so angry and upset and reporting it to the Revdex.com because it was taking over a week for them to come fix this washer. And complaining about the smell. It is now at the point my children are having to stay with family because of the foul odor and my husband and I are going to have to also because it is making us sick. And also we are out of any clean items in our home to be able to live here.      So in response NO I DIDNT NOT DENIE ANY DATE AND REQUEST A LATER ONE FOR THE WASHER. I AM UPSET AND MAD BECAUSE IT IS TAKING SO LONG TO GET ANYTHING DONE OR EVEN GET ANYONE HERE TO LOOK AT IT. how can you order a part to fix something when no one has been out to look at it to diagnose the problem? Also I have copies of messages sent to their management dept. where they asked for my number for their management dept. to contact me and several times I have given that number but no phone call. I asked for their number several times and still they wouldn't give it to me. Why can't I talk to a human instead of sending messages? Plus these messages I am getting are very late at night from the hours of 9 pm till past 11 pm. How is their management dept. in at those hours to respond and once again why keep telling me you are going to call and do not and refuse to give me a number to call??????

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

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.
We have a 40 pound dog that does not get on the furniture!  Big sandy has never discussed pets with us. Where are they getting their information?  We do not accept this as resolved!
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.  For your...

reference, details of the offer I reviewed appear below. I have NOT received any gift cards....  I feel the they should have checked the merchandise on the 2nd sofa before attempting to deliver.  They wasted a lot of time.
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.  For your reference, details of the offer I reviewed appear below.
The writer for Big Sandy mentions 3 options at the end of his letter.  IF the 3rd option is to return the sofa, I will accept that offer.  I'm not completely certain what the 3 options are as only #1 and #2 are listed specifically.  I do not think we should have to incur a 20% restocking fee as it is a merchandise defect not just that I decided I didn't like the couch.  Please let us know what option #3 is and I can make a decision.
Regards,
[redacted]

The repair on the furniture is scheduled for 8/24. The part has been received and confirmed at the Pikeville store.Dan E[redacted]Director of MarketingBig Sandy Superstore

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]