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

In regards to this matter I purchased the additional insurance for this piece of furniture it indicates that after repairs or service calls the manufacturer can authorize a exchange the timeline once again started in May with a replacement for a cover after 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 wear and tear although the other 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 *** ***

I will need *** *** 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

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

Our team in Lancaster reached out to the customer and they are going to reselect another chair

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,
*** *** after coming to my house the last visit, I found a bed bugI took picturesI asked if the furniture could be picked up and taken to the warehouse to be fixed completelyThis was declinedI offered to help carry tools in, this was declinedI am not refusing to have my furniture fixedI am refusing to get bed bugs from the repairman bag and/or person.

Our team will be contacting Ms*** to make arrangements to pick up the product and make the repair in our repair shop and then return to her

Our service department contacted *** *** this week and agreed to issue a $1,in-store credit, allowing her to select new products, while keeping the original

Our team made repairs on January 29th, for the parts we had receivedThere is one part that has not yet arrivedWe have asked the manufacturer to expedite this and will contact the customer to schedule, as soon as we can confirm its arrival

[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 We picked out an exchange sofa that will be delivered next week I do feel the business only made this offer due to the Revdex.com complaint, but am happy this has finally been resolved We did come to find out the sofa/love seat we purchased was pulled from the sales floor after months, and this was never mentioned to us Our new sofa will not have a warranty so hopefully their won't be issues
Regards,
*** ***

Our service department, and management, have reviewed Mr*** situation and has decided to authorize an exchange of the productThe stores will be contacting Mr***, to make arrangements

[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,
*** ***

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.Please advise status of my complaint I originally accepted the business response but Big Sandy has not provided a date when I would receive a replacement This has been going on for sometime now Thank you for your help in this matter
Regards,
*** ***

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,
*** ***

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 noticed from the company response was making themselves look good They failed to tell you that from August to January I have been trying to get cushions replaced Now, one of the two is raveled out They didn't mention that they have sent a service man 6-times in less than a year Please review the photos I have enclosed of the cushions and mattress The mattress was never called in for a sagging problem - which you can see is true The serviceman said that the right side of the mattress is stuffed tighter than the left - which can be seen in the pictures I also went into Big Sandy and asked a gentleman if I could photograph anything I liked so I could show my husband The left cushion is taller than the middle cushion just like the one the cushions that they replaced for me (I think Big Sandy sells seconds and I unfortunately bought two of them) Now I need three cushions I am the only one who sits on the couch; my husband has a lift chair - I am not an overweight person, so it certainly isn't from me sitting on it.I would still like to have a refund, and as far as me agreeing to them repairing it - they told me I had no choice. *** ** said to let them know what Big Sandy had to say - So I am Ccing them Here is Big Sandy's response:"It appears there was a min regards to the parts we received to make the repair on the furniture We have received the parts and the customer has agreed to a service appointment on April The mattress has an impression of approximately 1/4" which is well within the manufacturer's guidelines as acceptable."I look forward to another insightful response from Big Sandy! Sincerely *** ** ***(Additional photo - You see how much the left cushion sticks out ***)

[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,
*** ***

I certainly can understand why Ms*** would be frustratedThe delay in getting the parts for her has been longer than usualHowever, furniture factories close for two weeks ac*** the Christmas and New Year's holidays, which adds time to the process alsoI apologize if our team was rude in any
way towards Ms***They are working very closely with the manufacturer to rush these parts in here, as quickly as possibleIn fact, they have called and left a message for her this afternoon, with an eta on those partsWe appreciate her patience while we expedite this matter for her

The manufacturer shipped us the wrong door on the first orderThe correct door has been received and will be shipped to the Lancaster store Wednesday nightCustomer service will be contacting the customer to schedule the replacement this week

[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 The business did allow me to select a new set due to the first two being broken but would not let us get a full refundSo far we are happy with this third couch but we just don’t want this process to happen again if it breaks due to the poor quality of the couchIf this one breaks as quickly as the others we just want to do a full refund and not have to re selectIt’s hard to schedule times to select a new one and the steps big sandy has to take to get us a new one.
Regards,
*** ***