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Big Sandy Superstore

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Big Sandy Superstore Reviews (476)

Their signs DO NOT clarify that to begin with and no matter what they do not stand behind their price match guarantee and no matter what since I found the washer and dryer at a cheaper price they should make their deal work, the gift card has nothing to do with it, that is their fault they didn't have the [redacted]st price when they made the buy a washer get the dryer at half cost and the gift card just means that their furniture is marked up high enough they still are making money! Why would I still pay them 999 for a washer they should sell at 749 and by the way I ended up finding the washer and dryer at [redacted] with 10% of each one for $674.10 which their rude disrespectful vice president said I was a liar, really how a vice president should handle a business!!!! And nothing was ever addressed about their rude and disrespectful employees me and my family had to deal with. I want those rude disrespectful employees reprimanded for our families treatment, my kids should not have to see some speak to their parents the way we were spoken too!

I will need [redacted] to provide additional information on his purchase, as I do not find his name in our system anywhere?Please provide a copy of the sales order, or the name, address, phone number that are associated with the actual purchase.

[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]

The General Manager has contacted Ms. [redacted] and scheduled a new delivery for her. She was also extended a gift card for her trouble.

First, let me apologize to Ms. [redacted]. It should not have taken us as long as it did to get her a satisfactory couch. I checked with our team and here is what I have learned.When she received the damage sofa, Ms. [redacted] disputed the charges with Synchrony Financial. Our accounting department...

refunded the amount for the damaged piece. Once we got her a good one delivered, the account was recharged for that piece. There was some delay in processing the agreed-upon refund amount, due to charge/refund/re-charge that took place. There is a $300 refund that is being processed for her today, which should post to her Synchrony Financial account within 3 business days.

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]

[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]

Our service department has been to the home many times to make adjustments, etc. in order to attempt to improve the comfort of the furniture. Ms. [redacted] is not happy with the comfort of what she purchased. Our management team offered to allow her to exchange the furniture, for something different....

The credit would be for the amount of the purchase, less a 10% re-stocking fee, which is our policy when there is not a manufacturer's defect. Ms. [redacted] rejected that offer to exchange. We would still honor that offer, if she would like to exchange for something more comfortable.

Sirs:Attached is the response I received from the company. I want to make a couple of points and have this correspondence added to my complaint.I have never seen nor received these documents before their recent mailing. Also, they are clearly signed just recently by the sender of this letter....

Additionally, this is not the promise I received from the company at the time of purchase.Please move forward with my complaint. If you need additional information, do not hesitate to contact me.Sincerely,
[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] - This solution is fine as long as they have furniture we like! And we want full credit on the money we spent including the re-stocking fee on the recliners we sent back! We will go to the store and try to select the replacement . THANKYOU!

This message is from our Director of Stores, Brian C[redacted]:I talked to [redacted] this am.  I have offered him to fix it at no expense to him.  Or offered to restock it with a 10% charge and in store credit onlyHe is to get with his wife-[redacted]-and let me know

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 part. I dont want this case closed until we are contacted to schedule the service call and it is actually fixed. This 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]

We were able to work with Ms. Ward to resolve this issue. We sent a letter of explanation to her bank explaining the situation and they were going to help on their end.

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.]  *  This issue began of course in May 2015 with the need for replacement of a cover that came apart,replacement ordered,placed no problem,again same piece came apart again call made,ordered technician made call to my  home replaced at which time I brought to his attention of a cushion needing replaced due to core breakdown was told normal,didnt think so called manager of that department who  reviewed the sofa at which time he agreed cores were breaking down on the sofa and that it would be replaced,now this is in November.In November I purchased an additional cushion at my cost for interchangeable  option,placed order, paid at main store,have yet to receive,but after speaking with Tyler(In January about the problems with the couch cores etc and excercising my purchased Total Care warranty  and reviewing the facts that once the core cushion was replaced and basing on the conversation with Joe,manager of the service department it was agreed that all cushions would be replaced for purpose of normal wear, several calls were made back and forth with me being told that the other cushions were ordered ,then prior to the service call on January 29th technician made call to confirm that parts were in I asked at this time what parts,was told that a core for the right side, that I paid for was in ,the chaise and additional cushion were in ,informed him that I did not pay for a core explained that I paid for a cushion in November was told that I only paid for core explained purpose and was told OK service call scheduled for 29th of January,technician here placed core to chaise,was told at that time that the other cushions was sent back thought it  was a mistake.I have not received a call from ANYONE in  regards to this,Now to sum it all up the Total Care Warranty clearly states that foam,material and breakdown are covered up to 3 years.So this being said I should never have had to have this many questions or problems with a sofa that is under warranty,or this much problem with service attempting to decide whats needed when in fact all cushions have resulted in breakdown,now this couch is 1 year old has had 4 cushions replaced with need for 2 more  and another cover is coming apart ,I understand that mistakes are made ,delays etc but unfortunately I believe their response to your agency and what I am being told are 2 different things.So after a course of 9 months several problems could have been resolved with following the purchased total care warranty.
Regards,
[redacted]

Mr. [redacted] purchased a washer and dryer that was part of our Half Price Dryer promotion...buy the washer and get the matching dryer half price. The washer was purchased for $999 and the dryer for half of its tagged sale price, $550. In addition, the purchase of that pair earned Mr. [redacted] a $500 Gift...

Card, which he applied towards his furniture purchase. Our competition has had those items tagged as low as $749 each piece and as high as $1199 each piece. Mr. [redacted] found a competitors' price of $749 for each piece. However, his issue is that we would not give him the dryer for half of THEIR price. The tagging in-store is clear...Purchase the washer for $999 and get the dryer for $550, plus a Free $500 gift card. It is not reasonable to expect us to give him half price off of someone else's price and the $500 furniture/mattress gift card that our competitor cannot even offer.The President of our company is aware of this complaint, as is the Vice-President, with whom Mr. [redacted] has spoken to.

[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]

We are aware of Mrs. [redacted]'s situation. Multiple members of management have been involved and discussed the matter. We have extended two options, in order to resolve the situation: 1) We can make the necessary repairs, bringing the sectional back to, or above the manufacturer's standards; or 2)...

Mrs. [redacted] may return the sectional for a full refund.Dan E[redacted]Director of MarketingBig Sandy Superstore

According to [redacted] director of stores, he was not rude to Mr. [redacted]. He was very matter of fact, as he was explaining  our policy regarding the situation. Perhaps that was perceived as rude by Mr. [redacted]. Mr. [redacted] also says he did not make any statement about the Revdex.com or Attorney General not being "able to do anything about" the situation. Mr. [redacted] brought up contacting and attorney and Mr. [redacted] mentioned that he should be sure to share his copy of his invoice with his attorney, so they could see our policy concerning a restocking fee on any return past 7 days from receipt of the product. Mr. [redacted] is welcome to pick up the product that he returned, or pay a 10% restocking fee, as is our policy, in order to receive the balance of his refund.

I stated the options in my earlier response. We have no problem issuing a full refund, including the Total Care warranty amount, upon the return on the sectional. We are not willing to give the customer back the purchase price and allow them to keep the sectional. That is not reasonable.

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

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