Big Sandy Superstore

Even though this issue is not a manufacturer's defect, we will authorize an exchange of the mattress. We will work it out with the manufacturer on our end.Our store should contact the customer next week, to make arrangements.

Yes. The Big Sandy employee did deliver the remote and install same to the TV. The remote and TV are both working well. Thanks to everyone who helped facilitate this resolution.

We are sorry for the confusion in this matter. Ms. Jackson is questioning an advantage that we have offered our customers for over a decade, that of receiving credit for the amount of their warranty purchase, if they do not use the protection within the period of coverage. Perhaps our sales professional didn't explain it clearly. He had been with us for many years, prior to his death last year, and we did not have this situation occur with any other customers. Perhaps we failed to provide Ms. Jackson with the proper paperwork at the time of purchase. Either of those situations could have led to this confusion. However, it does not overturn what has been a documented policy (brochures, handouts, even a peace-of-mind coupon explaining it clearly). We will most certainly honor the agreement according to our written policy.

I certainly can understand why Ms. [redacted] would be frustrated. The delay in getting the parts for her has been longer than usual. However, furniture factories close for two weeks ac[redacted] the Christmas and New Year's holidays, which adds time to the process also. I apologize if our team was rude in any...

way towards Ms. [redacted]. They are working very closely with the manufacturer to rush these parts in here, as quickly as possible. In fact, they have called and left a message for her this afternoon, with an eta on those parts. We appreciate her patience while we expedite this matter for her.

Mr. [redacted] has been taken care of. In addition to finishing the repair, we covered the $79.95 charge for the visit.

There are a couple of things mentioned here, so I'll try to make sure I address both.The purchase of a mattress pad is to protect the mattress from stains. If a mattress becomes stained, the manufacturer's warranty is automatically voided. The mattress pad doesn't change the warranty policies of the...

manufacturer. It protects that investment, so that a stain doesn't void their warranty. It is very much worth the purchase, for that protection.The second issue is the customer's complaint about the mattress sagging. Each manufacturer determines what is their acceptable level of body impressions, typically 1 1/4" to 1 1/2", depending on the manufacturer. As the mattress conforms to your body, there will be impressions. However, if the impression reaches an unacceptable depth, then it is determined to be defective and will be replaced. As the attached photos indicate, the depth of impressions on this customer's mattress are only 1/4". Here is the warranty information directly from [redacted]:"Compression of upholstery materials of 1 ½” or less should not be considered as sagging of the mattress. Compression of upholstery layers is not covered under this limited warranty. Sagging occurs when the mattress has a depression greater than 1 ½”. Two people sleeping on a queen or king mattress may notice that the head-to-foot center of the mattress is raised. This is a normal occurrence and indicates that the upholstery layers in the sleeping areas are conforming to each sleeper’s body."

I did receive the gift card.

The extended warranty company has approved the exchange, for new. Our team should be in touch with Ms. [redacted] shortly, if they have not already contacted her.

[redacted]We exchanged Mr. [redacted]' refrigerator with a new one on September 29th.[redacted]Director of MarketingBig Sandy Superstore

I am awaiting an update from our service department. I anticipate further information this week and will advise.

Big Sandy was suppose to be here today to fix our loveseat they called and cancelled yet again to tell us that they can fix the loveseat on a weekend has to be during the week and would we be available during the week. My husband told them we would be home on the 28th but that is it. They are suppose to come back on 3/28 I dont want case closed until we see if they come out on 3/28. [redacted]

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

The options available are as follows:1) We would send a technician out to re-stuff the back cushion (as well as another cushion she mentioned during their conversation)      If they prefer, we would order a replacement back cushion this time, rather than refill cushioning material, in hopes that it would not occur again.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 fee.3) We would allow them to return the furniture for a full refund, less a 20% restocking fee.Our service team, in conjunction with the manufacturer, do not see this issue as a manufacturer's defect.

The remote control was shipped via [redacted] from our store to Ms. [redacted]. However, it was returned to us due to having additional postage due. We are fixing that and sending it to her today. I apologize for the inconvenience.

We have just finished discussing this internally and was able to get the manufacturer involved. The product purchased was definitely "new". The manufacturer has agreed to issue a return authorization for this mattress. Our people will be reaching out to the customer shortly.

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I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
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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.
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[redacted] after coming to my house the last visit, I found a bed bug. I took pictures. I asked if the furniture could be picked up and taken to the warehouse to be fixed completely. This was declined. I offered to help carry tools in, this was declined. I am not refusing to have my furniture fixed. I am refusing to get bed bugs from the repairman bag and/or person.

I have reached out to our service department and the Dublin stores' management team. We are going to replace the refrigerator for Ms. [redacted]. Our team is reaching out to the customer.

Our General Manager from the South Point, Ohio Superstore, [redacted] is reaching out to Ms. [redacted] to see how we may proceed.

Our team has reached out to Mr. [redacted] and scheduled an appointment for tomorrow.