Big Sandy Superstore

Our team made special arrangements to get Ms*** taken care ofShe should be all set!

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.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-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 systemWe 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,
*** ***

Our team is trying to reach Mrs*** with a resolution for her situationWe are offering to allow her re-select new merchandise

This is an unfortunate circumstanceThere was a pricing error on our website, which does occur from time-to-timeAs part of the use of our website, the Terms Of Use clearly state that pricing discrepancies may happen and we reserve the right to correct them up to and including cancelling a
purchase made at the incorrect pricingThis can be found on our website, www.bigsandysuperstore.com/*** *** ** addresses the pricing policy specifically, "Errors in pricing and/or product specifications may occurWe reserve the right to correct any such errors, up to and including cancelling any orders placed at an incorrect price."In addition, under our "Sale Terms" page, www.bigsandysuperstore.com/terms-and-conditions-local, this pricing policy is also spelled out clearly, "Every effort has been made to ensure the accuracy of the prices, availability and descriptions of the products contained in this websiteHowever, in the event of discrepancy, in-store information will take precedenceObvious pricing errors will not be honored."We stand behind our online pricing policies

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

According to our service department, we were scheduled to go out and trim the cushion cores for the customer, as the ones the manufacturer provided were too longThe issues the customer is concerned about have to do with the quality of furniture purchased, as well as factors of wearWe will
continue to service the product, according to the manufacturer's warrantyBut there is no evidence of a manufacturer's defect, that would warrant replacement

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.]
The part for the dryer was finally put in on January 19th however this did not correct the problemThe serviceman serviced it then and couldn't find anything wrong so he leftThe next *** the first load of laundry I put in it did not dryI called the service center, the repairman came out said it is the control panel ordered yet another part, he stated in the meantime to dry my clothes on timed dry since the control panel was bad, the clothes would dryThey did not in fact that was even worse! Finally on February 2, yet another part arrivedHe installed the part and said that will fix the problemIt has notThe dryer is still intermittently drying my clothesI am having to dry my clothes twiceI have yet again called the service center to have them come out again and figure out why it is not drying my clothes! This is the 5th time the dryer has been serviced for this issue.
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***They were supposed to send someone out last Tuesday, no call no showI called the SouthRidge store on Wednesday and spoke with a manager and he transferred me to delivery and he said he is on vacation, and I said don't you have someone else? They said he is the only oneThey said they didn't know, and they kept saying it's your all's fault because the support wasn't put on there, and they the ones that set it up, but they are blaming usI want my mattress exchanged, I am tired of all this pushing under the rugThe mattress is breaking down it needs to be replaced, it's not our fault the support wasn't put on there. They should also pay us $for all the aggravation we have gone through for the past couple monthsI don't want a store credit either

This message is from our Director of Stores, Brian C***:I talked to *** *** 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-***-and let me know

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

I certainly understand Ms***'s frustration with not being called back in a timely mannerFor that, there is no excuse, and I do apologize for any apparent lack of concern on our part.In regards to the dryer, this is a purchase from 2011, and while it is still covered under the extended warranty,
we must rely on the manufacturer for the necessary partsBeing an older unit, the part was not "in stock" at the manufacturerThat, coupled with this occurring over the holi***s, has required some additional time to acquire the partWe have rushed this and the manufacturer is expeditingAs soon as the part is received, we will make the needed repair, as covered by the extended warranty

The extended warranty company has authorized us to exchange Mr***' sectionalHe should have been contacted to arrange his re-selection

The return has been completed and the customer was given a table, free, as compensation for the dishwasher confusion

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[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 ***, and find that this resolution is satisfactory to me.
Regards,
***l ***

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. I have NOT received any gift cards.... I feel the they should have checked the merchandise on the 2nd sofa before attempting to deliver. They wasted a lot of time
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***my cat or dirt had nothing to do with the couch cushions it has done it since I have bought it the sofa and love seat new the repair man even tried to stuff the cushions in the back of the couch and love seat and that didnt work and even put new Velcro and he came back off on the love seat and now they put sliders under the cushions and it still come out to were it shows the zipppers on the cushions

hi big sandy has sent a technician out again this is the the third time he has been here, I don't think that keep fixing the furniture is working because it is already starting to fray again on of the cushions and on the inside of one of the arms