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Big Sandy Superstore

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Big Sandy Superstore Reviews (476)

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

[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 [redacted]'s supervisor to take care of this issue.

[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:
The business says they had an appointment scheduled for March 10, but I am unaware of any such appointment. They have failed to notify me of ANYTHING until today, 3-14-16. They finally called  and said they have decided to replace the chair. We have set up a date for delivery on 3-31-16. I hope they keep their word and make the exchange.  If they don't follow through, I will let you know.
Regards,
[redacted]

In regards to this matter I purchased the additional insurance for this piece of furniture it indicates that after 3 repairs or service calls the manufacturer can authorize a exchange the timeline once again started in May 2015 with a replacement for a cover after 2 months the cover had to be replaced yet again at this time it was brought to the attention of the technician that a cushion was defective at which time he states that it was normal wear and tear although the other 5 cushions did not look as such after a supervisor visited to assess the problems it was agreed that indeed that it was defective and a new one was ordered in addition to a chaise cushion core now there are  cushions on this couch with numerous calls stating that one is on backorder I paid for a cushion to place where the chaise is but was told I only paid for a core one cushion has yet to be replaced and again numerous back and forth calls as to where the parts are botton line is that if the cushions are replaced they need to be all replaced otherwise the uneven wear can not be unexpected the cover has yet another defect that will need to be replaced again brought to their attention on a previous visit but they continue to say that these parts are my responsibility or not covered I will fax a copy of the original insurance and coverage.I do not expect a refund for this but an equivelent exchange would be a resolution to the problem,start fresh sort of concept thank you so much look forward to your response                             [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 do not agree. I remember clearly what I was told. Why would I make it up? I'm not aware of any offers given for over a decade; the store wad new to the area at the time. And, unfortunately for me, the only person that could corroborate my story is not with us. I was not given the enclosed paperwork at the time of sale or this wouldn't be an issue. It was a verbal offer. 
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

We had her service appointment scheduled for March 20th. However, she had to go out of town and she requested 4/14 for the rescheduled appointment. Thank you,Dan

While we apologize for the inconvenience, Ms. [redacted]'s request for "half off" is not reasonable. We made a mistake. A wedge was mislabeled by our warehouse. We corrected that matter as quickly and efficiently as we could. Her delivery is now complete, including her two end tables.

Our team secured an upgraded model that was agreeable with the customer. It is scheduled for delivery on January 11th.

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]

We have contacted the service department and instructed them to take the part required from s stocking piece, in order to get Ms. [redacted] taken care of asap. The part will be shipped tot he Lancaster, Ohio Superstore and service will contact her to make arrangements to complete the 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:
We will accept Option #3 as we see it as our only choice.  We strongly disagree with the restocking fee of 20% as we are not returning the sofa due to no longer liking it or because it doesn't work in our room.  We are asking, however, to be refunded the $135 for the extended service agreement we purchased.How and when will the money be refunded?Please ask Big Sandy to give us notice of when they will pick up the sofa.
Regards,
[redacted]

Information from our service department;7/11 - Work order was created on Saturday7-13 - part was ordered and customer notified7-15 - part was received7/15 - Scheduling called the customer and offered 7/20 for the repair... customer requested 7/21 instead.7/20 was the earliest appointment...

available. Ms. [redacted] chose 7/21 instead.

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

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