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]

Big Sandy has promised to have a replacement chair delivered on Friday 25 September 2015.  However none of their previous promises have come to be, so I request the complaint remain open.

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

I certainly understand Ms. [redacted]'s concern! I have spoken with the [redacted] store and our accounting office at the corporate office. We will expedite the refund to [redacted] today! Sorry for the worry.

I was contacted tonight by the business. Kindest 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]

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 days. Those meaningless calls have been going on over the last month or so while I patiently waited for my couch to be repaired. This complaint won't be resolved until my couch is actually fixed. I hope to hear from your scheduling department soon.
Regards,
[redacted]

Our service department, and management, have reviewed Mr. [redacted] situation and has decided to authorize an exchange of the product. The stores will be contacting Mr. [redacted], to make arrangements.

Ms. [redacted] would not allow us to attempt to deliver an acceptable sofa. She did accept the gift card offered.

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 stovetop was repaired, that is correct, and the inspection fee was applied to the repair labor.  But their system is broke, and as long as I have appliances that are under their poor system, I was always have this trouble when we need service.  There is no excuse EVER for 12-14 contacts with a customer before a repair is made.  They have made a simple thing into a ridiculous, burdensome process.  When repairs are needed, the customer calls, the repair tech comes, and the repair is made.  It is that easy if you have efficient workers and a good system.. We all know this because it is done that way by just about every other repair service.  So no, there is no satisfaction just because they threw me a bone; they only did that because you contacted them and they wanted a good rating; but the resolution is a façade unless they have completely changed their repair system.  We will never again darken the door of a big sandy store, nor buy any of their products, and we have and will continue to tell everyone we know that they should not either.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

We agree. This unit has been repaired too many times. We will get a return authorization from [redacted] and allow Mr. [redacted] to exchange the refrigerator for new.

After 2 months Big Sandy has finally replaced the chair with a new one. 
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.I purchased this furniture 15 months ago. The first sectional was damaged by Big Sandy employees during delivery. Instead of bringing me a new, undamaged sectional, the business failed to communicate regarding the damaged sectional and drug out this mess over the course of 15 months!! My second sectional brought on June 9th came damaged from the warehouse. I refuse to alter our lives any further- missing days of work, etc- so Big Sandy can jerk us around further. Who needs service technicians to FIX BRAND NEW FURNITURE? So again, I'd like a full refund of the purchase price of my sectional and my warranty I purchased (and I'll keep the damaged sectional) or I want a brand new, UNDAMAGED sectional in my home. If this cannot be resolved to my satisfaction, I will be filing in small claims against Big Sandy for the total amount spent at their store. 
Regards,
[redacted]

Better Business...

Bureau:
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 company had no concern for our furniture, nor did they do a good job communicating the status of the order to us. I took time away from my work and family to handle this ordeal, costing me money essentially. I don't need 50% off, but a percentage of the order should be discounted for experiencing this type of customer service.
Regards,
[redacted]

Our team made special arrangements to get Ms. [redacted] taken care of. She should be all set!

Mr. [redacted] has been waiting too long for this part. We are contacting the manufacturer, requesting a Return Authorization. We are fairly sure that we will be able to get this accomplished, which will allow Mr. [redacted] to exchange this product for a new selection. We will contact Mr. [redacted] as soon...

as we hear back from the Manufacturer.

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.
[redacted] paid $69.99 for the delivery and set-up of a 65" TV, which included connecting the TV's remote control to the TV. The remote control that was sent at the time of the delivery did not work for the TV. Now, a new remote control has been received, but, she believes that this might be the same remote control that did not work at the time of the delivery of the TV. In order to preserve whether or not this remote control will work for this TV, she wants a representative of Big Sandy to schedule an appointment to open this package and install the remote, that way, if the remote does not work, there will be NO question as to whether or not this is the remote that was mailed. Ms. Ellis has already paid for this part of the service, therefore, this is not a request for service that has not already been paid for in full.
Regards,
[redacted]

Notes from our Store Operations Manager in Dublin:I spoke with Mr. [redacted]. The part is supposed to be in on the 15th and he said he was aware that.  I also asked him about the delivery of the dining room set he purchased with the credit for the sofa that took place on the 3rd and he said everything was good with that delivery also.

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 been very patient with Big Sandy since this began.  I have been told that my couch would be fixed and I had been given 3 different  dates for that to happen all to which I still have a damaged couch.  So to answer your question  " Has the company addressed the issues?", yes they have told me they would fix it for over six months now and it still is not fixed.  The question of  "why?", is that they obviously feel it is ok for me to live with the damaged couch instead of replacing it.  The third question you asked me is, "has the company met the agreement they outlined?"  No, because I was told it would be fixed on three different dates.  The only response is a new date weeks later each time. due to lack of production of the product.   I have seen the product in their stores since as well as other places.  This is why I would like my couch to be replaced or refunded the money I paid for it.  It has been an issue for far too long for an item that is not a custom order product.
Regards,
[redacted]

We would be happy to help the [redacted] resolve this situation. I apologize that they did not receive a return phone call yet. We try to do so within 24 hours. They spoke to our store yesterday, so I am assuming the message was left with our service department sometime yesterday. We work very...

closely with the mattress manufacturers in handling warranty claims according to their standards. Each manufacturer has a minimum acceptable impression (typically 1 1/2"). The process is to measure the impression to see if it exceeds that standard. It is common practice (and something the manufacturers put in place) for a kit/package to be sent to the consumer, in order to measure the impression. Since the [redacted] do not want to do this, we will schedule a technician-free of charge-to come to the home and do the measurement for them. Our service department will be in contact with them to make those arrangements. Once we have those measurements, the manufacturer's warranty standards will be used in determining whether an exchange of the mattress is warranted.

We are making arrangements to refund Mr. [redacted]'s purchase.