Big Sandy Superstore

Per v/m from customer:Please close my complaint as resolved at this timeThank you! 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 sorry for the confusion in this matterMsJackson 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 coveragePerhaps our sales professional didn't explain it clearlyHe had been with us for many years, prior to his death last year, and we did not have this situation occur with any other customersPerhaps we failed to provide MsJackson with the proper paperwork at the time of purchaseEither of those situations could have led to this confusionHowever, 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

[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]

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 daysThose meaningless calls have been going on over the last month or so while I patiently waited for my couch to be repairedThis complaint won't be resolved until my couch is actually fixedI hope to hear from your scheduling department soon 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 [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 wellBig Sandy informed us that to get the same refrigerator it would be another 6-weeks, so they offered us a rebate of $ 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 appliances from Big Sandy and have issues with 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 months old

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 weekMy husband told them we would be home on the 28th but that is itThey are suppose to come back on 3/I dont want case closed until we see if they come out on 3/28.? [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.We did receive a store credit for the couch however we have not taken delivery of ? other furniture this is what happened last time and they cancelled our orderDelivery suppose to be on 2/3.? We still have outstanding issue with thelove seatSame problem reported the same dayWe were told they finally had the part on 1/6/they would be out to replace that part and they called the morning of 1/said they did not have the part and would be in touch to figure out another solutionStill we have not heard what they are doing for that piece of furnitureMy guess they dont make this either so they are stalling because there are no replacement partsThey keep telling us they will be out then the call the day of and say they cant find itWhen my husband spoke to the store manager about the couch he asked him what he planned on doing about the other piece that was also damagedHe said he would call him back and he never didThis was $1,also plus the [redacted] Warranty for years guarantee we paid $on this furnitureNone of this has been addressed.? ? Just because they might have made right the couch still leaves problem with the love seat which was looked at in along with the couchSame issue color is coming off the leather Regards, [redacted]

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

This message is from our Director of Stores, Brian C***: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. 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]

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

[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] ***

There is not a manufacturer's defect involved with this issueThe cushions sliding out appear to possibly be caused by two main attributes: 1) The velcro underneath (which is there to help keep the cushions in place) is becoming dirty quickly by their cat's fur and/or dirt (which we have cleaned for the customer, even thought is not covered by their warranty); and 2) the customer may be 'sliding' out of the sofa, thus forcing the cushion forward alsoNeither of these conditions are manufacturing issues and therefore are not covered by a warranty

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** 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 feel that this response is unacceptable. I was told two different times that the part was in stock. In regards to them stating the part was expedited, According to Big Sandy the part was expedited only after I called in on January 8, eight ***s after not hearing anything and according to the service department the part was supposedly ordered on December 31st. As of to***, still no dryer for a total of ***S!!!!! In my opinion this is not expediting or rushing an order or offering any solution to a customer with a family of four, with two small children being without an appliance for ***sThis is completely unacceptable
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Big Sandy just don't seem to get it - the pictures sent in from their showroom, show how the cushion was higher on one end The cushions on my couch are listed below:- Facing the couch - Left side - the left is x inches on the side toward the middle- The middle one is on one side and on the other side- the right is x inchesI want three cushions that are the same height and NOT lumpy from excess foam rubber I am sure not one of them would want a couch that looks like thisA good quality couch would not have cushions shaped like this It looks worse than when new!I asked to bring in pictures or for someone to come here, when I spoke to the Whitney at the store (service department), she refused They have no respect for the inconvenience they cause when servicemen do not call the morning of to give a three hour time frame - as they say are supposed to (the guy said he would call - he had to have lunch with his boss and forgot to call) He called at 2:and wanted to come at 2:p.m We had physical therapy and he pushed us off until 8:p.mthat night We were already ready for bed The last service call was at 5:in the evening. I think they are just harassing us because we want a couch that looks like a new couch for $ I expect the new cushion that is needed, yet again (it has already been replaced) am waiting on had an ETA of 5/(per Ellen), today is 5/and I have heard nothing! God only knows when they will get here!Hopefully people check Revdex.com complaints and save themselves the aggravation of dealing with Big Sandy!Sincerely,*** ** ***

First, let me apologize to Ms***It should not have taken us as long as it did to get her a satisfactory couchI checked with our team and here is what I have learned.When she received the damage sofa, Ms*** disputed the charges with Synchrony FinancialOur accounting department
refunded the amount for the damaged pieceOnce we got her a good one delivered, the account was recharged for that pieceThere was some delay in processing the agreed-upon refund amount, due to charge/refund/re-charge that took placeThere is a $refund that is being processed for her today, which should post to her Synchrony Financial account within business days.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint I am glad they sent pictures but they failed to send all the picturesThe gentleman they sent to my home told me there were manufacturer defects in my mattressHe also took pictures of the springs coming through on the mattress but my box springs is perfectThey make no mention of this when speaking with them or responding ro this complaintI have spent a lot of money at this location ( bought three queen size mattresses anf box springs, living room suites, kitchen appliances and a washer and dryerI paid good money for all of it and never expected it free but I do expect them to stand behind what they sell meI have researched and found that I am not the only one that has been done like thisHowever, when their employee stands in my house and tells me the bed is defective I want them to fix it and I feel that's fairThe pictures I took above is one of the two springs breaking through the mattressI also took a pic of the box springs to show it is in good condition and isn't the causeIt was difficult to get the picture by myself holding the bed and the cameraI can have my son help me when he gets home and send additional pictures if needed but I wanted to respond as I just saw this.
Regards,
*** ***

Ms***' gift card was processed through our system and was mailed out in yesterday's outgoing mail, from our corporate office

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