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Big Sandy Superstore

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Big Sandy Superstore Reviews (476)

[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]

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 before. I 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 furniture. How 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 entails. I 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 time. The last furniture that I purchased from Big Sandy Furniture was great, I didn’t have issues til way late in the purchase. I just felt that I shouldn’t be having issues with my purchase from month to month.Sincerely,[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]

In reviewing the service history, it appears that this chair may be too difficult for Mr. [redacted]'s mother to operate (getting it closed, etc.). That is not a manufacturer's defect. However, we have discussed it internally and we are willing to let Mr. [redacted] exchange the chair, for another. But we are...

HIGHLY recommending that he choose a lift recliner, that will assist his mother in reclining, closing and getting out of the chair. The store will be in touch, to make arrangements.

We have continued to provide repair service to Ms. [redacted], according to the product's warranty. Ms. [redacted] is refusing to allow us to service the product.

It is my understanding that this matter has been resolved to the customer's satisfaction. We are issuing a monetary refund and allowing them to keep the product in the home.

Our management team at the [redacted] Superstore insists that the only thing discussed with Mr. [redacted] was "exchanging" his product. Never was a return authorized. He asked one of the office staff 'how the return process works', but that was not acknowledging we were refunding his purchase price. We...

are trying to work with Mr. [redacted] on this situation. He spoke with our Director of Stores today and told him that he would be contacting an attorney.

The extended warranty company has approved an exchange, rather than repairs. The local store will contact the customer to make arrangements.

We have admittedly had issues getting the correct part from the manufacturer. It has been shipped to us in the wrong color multiple times. Our current eta on the manufacturer's replacement part is the end of March.

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

[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]

According to our service team, the repair was made on October 13. Our General manager spoke to the Mayhew's today and mutually agreed upon $250 compensation for their troubles.

The necessary repair for Ms. [redacted]s product was scheduled and completed on January 19th.

I don't understand why [redacted] would file a complaint on 9/30. The operations manager printed her a copy of the refund that he processed on 9/28.

[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.  Big Sandy refunded my money after contacting the attorney generals office
Regards,
[redacted]

We are reaching out to Dr. [redacted] (I've spoken to him directly, via email also) to get his situation resolved. We are going to replace his mattress, as this matter was not handled well by our service department. We appreciate his patience and the feedback...it will make us bigger and better!

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]
This is the second refrigerator from Big Sandy..  The first one had a dent in it and the second one did as well. Big Sandy informed us that to get the same refrigerator it would be another 6-8 weeks, so they offered us a rebate of $200.  We accepted that.  Shortly after that Big Sandy came out because of the loud noise from the refrigerator and told us it was from all the glass bottles on the door.  A few weeks later the same issue and they said the refrigerator was not level and that would take care of the noise.  The third time with the same loud noise they said it is the compressor.  Was the compressor damages when the refrigerator got the dent on it.   Big Sandy changed their reason of the loud noise three different times.  First glass bottles, second not level, and third time compressor.  What about the compressor the first time.  I purchased 6 appliances from Big Sandy and have issues with 4 of them which have been replaced and serviced multiple times.  For the price I paid for the premium lg appliances, I should not have to accept a replaced compressor on a refrigerator that is less than 4 months old.

Our team has decided to replace Mr. [redacted]'s product with new. It will fulfill the extended warranty he purchased on the original furniture. The Chillicothe store is going to reach out to him today.Dan [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. 
Regards,
[redacted]

Here is a summary from our service coordinator:We received the customer's original service order request on 3/27/15 stating that the springs were broken in the sofa and that the cushions were breaking down as well. We scheduled a technician out to the customer's home on 3/28/15 for the initial...

inspection. The tech confirmed these issues and placed on order with the MFG, cores and tension wire to repair the springs. Please keep in mind that furniture part orders from the MFG are "made to order" parts and most times have to be manufactured before shipping. Some of these parts even come from over seas on a container causing an even longer time for the parts to be received. We received the tension wire for the spring repair in July but the cores did not ship. The MFG had to reorder them with a rush due to an issue on their end. So to get the customer's spring issue resolved, we scheduled the technician on 7/17/15 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 7/23/15 and we did try to make contact with the customer three times, leaving messages, as the customer stated. Since we were unable to make contact with the customer or receive a call back from the customer, the service order was cancelled. This 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 order. We 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 possession. If 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 9/4/15. If there is still an issue, we have not heard from Ms. [redacted] about it.

We were able to work with the manufacturer and replace Mr. [redacted]'s refrigerator. I believe he is happy with that resolution.

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Address: 1404 N Bridge St, Chillicothe, Ohio, United States, 45601-4101

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