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.If the part was suppose to be in on the 15th it is the 16th why has anyone not called us to schedule? We have heard this before that the part is in then the day they are suppose to come fix it they cant find the partI dont want this case closed until we are contacted to schedule the service call and it is actually fixedThis is the 3rd time we have been told the part is in and scheduled a service call and then we get a call saying sorry there is no part to fix your furniture Regards, [redacted]

[redacted] is a representative for Acceptance Now, which operates from within each of our locations, as a Lease To Own option for our customers.She is not a Big Sandy Superstore employee.We have notified ***'s supervisor to take care of this issue

We were able to speak with Ms [redacted] This is a recap of the notes from one of our accounting employees:***,? I spoke to [redacted] last? December ? I explained to her because of an open credit memothe finalized sale did not go to financing [redacted] 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.?

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 belowI 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] ***

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

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 [redacted] about it

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 remarks the ladies at the front desk told me to bring it back and I would get a full refund stopped and talked to of the ladies on 8/11/and she said to bring it back took it back on 8/12/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 to business 8/25/i recieve a call from big sandy [redacted] at 5:talked to [redacted] he was very rude and said no one said for me to bring them back and I wouldn't know the 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 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 storei 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] ***

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]

Ms [redacted] has been taken care ofShe received a 10% discount to keep the sofa as it is

Our service department contacted Ms [redacted] last week, making arrangements to exchange the merchandise, per our extended warranty company's agreed terms

I was contacted tonight by the businessKindest Regards, [redacted] 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]

Our Director of Stores, Brian C [redacted] is going to reach out to Ms [redacted] ? personally about this matter.?

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 yesterdayI have two work orders inOne for the washer and one on a recliner that I bought an extended warranty onThe service repair for Tuesday is the one scheduled for the recliner not washerIt 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 sickI 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 thatWhen I spoke with there service deptyesterday 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 spotAfter I was told they wouldn't be here till Monday on the washer I got a second call from service deptto schedule a date for my recliner to be worked which was the one scheduled for TuesdayI 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 apptwas for the recliner not washer and was scheduled for TueadaySo they need to report what is in their comment section of their notes about moving me up the list for my washerEven 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 TuesdayI did not in any shape form or fashion tell anyone that I didn't want the Monday appt to make it for TuesdayIf 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 washerAnd complaining about the smellIt 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 sickAnd 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 WASHERI AM UPSET AND MAD BECAUSE IT IS TAKING SO LONG TO GET ANYTHING DONE OR EVEN GET ANYONE HERE TO LOOK AT IThow 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 deptwhere they asked for my number for their management deptto contact me and several times I have given that number but no phone callI asked for their number several times and still they wouldn't give it to meWhy 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 pm till past pmHow is their management deptin 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??????

Per v/m message from the customer:The business has resolved my complaint to my satisfaction.Thank you, [redacted] 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] after coming to my house the last visit, I found a bed bugI took picturesI asked if the furniture could be picked up and taken to the warehouse to be fixed completelyThis was declinedI offered to help carry tools in, this was declinedI am not refusing to have my furniture fixedI am refusing to get bed bugs from the repairman bag and/or person

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.]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, [redacted]

The repair on the furniture is scheduled for 8/The part has been received and confirmed at the Pikeville store.Dan E [redacted] ***Director of MarketingBig 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? The business did allow me to select a new set due to the first two being broken but would not let us get a full refundSo far we are happy with this third couch but we just don’t want this process to happen again if it breaks due to the poor quality of the couchIf this one breaks as quickly as the others we just want to do a full refund and not have to re selectIt’s hard to schedule times to select a new one and the steps big sandy has to take to get us a new one.? 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 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, [redacted]

I certainly understand Ms***'s frustration with not being called back in a timely mannerFor that, there is no excuse, and I do apologize for any apparent lack of concern on our part.In regards to the dryer, this is a purchase from 2011, and while it is still covered under the extended warranty, we must rely on the manufacturer for the necessary partsBeing an older unit, the part was not "in stock" at the manufacturerThat, coupled with this occurring over the holi***s, has required some additional time to acquire the partWe have rushed this and the manufacturer is expeditingAs soon as the part is received, we will make the needed repair, as covered by the extended warranty