Big Sandy Superstore

We were able to speak with Ms***This is a recap of the notes from one of our accounting employees:***, I spoke to *** *** last December I explained to her because of an open credit memothe finalized sale did not go to financing*** understood that and stated
she did have the refrigerator that the invoice coveredShe was concerned because she could not pay this by December She asked if we could get her payment due starting January. I refunded her total invoice and resold to establish her payment in January with a December payoff for her mos deferred interest. I called her back and apologized for the problems, let her know her payment schedule and she was fine with that.

[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,
*** ***

As I understand, from our service team, we are scheduled to go out this week and make the repairs we currently have the parts forThe additional repairs will be scheduled upon our receipt of the necessary parts, which are estimated 7-business days from nowThese repairs are being made, based on
the warranty coverage for the product

Mr*** repairs were completed on April 24th

We are aware of Mrs***'s situationMultiple members of management have been involved and discussed the matterWe 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*** may return the sectional for a full refund.Dan E*** ***Director of MarketingBig Sandy Superstore

It is my understanding that this matter has been resolved to the customer's satisfactionWe are issuing a monetary refund and allowing them to keep the product in the home

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 have been very patient with Big Sandy since this began I have been told that my couch would be fixed and I had been given different dates for that to happen all to which I still have a damaged couch So to answer your question " Has the company addressed the issues?", yes they have told me they would fix it for over six months now and it still is not fixed The question of "why?", is that they obviously feel it is ok for me to live with the damaged couch instead of replacing it The third question you asked me is, "has the company met the agreement they outlined?" No, because I was told it would be fixed on three different dates The only response is a new date weeks later each timedue to lack of production of the product I have seen the product in their stores since as well as other places This is why I would like my couch to be replaced or refunded the money I paid for it It has been an issue for far too long for an item that is not a custom order product
Regards,
*** ***

Our team has reached out to Mr*** and scheduled an appointment for tomorrow

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 have always responded to your calls and emailsAs I told you before, I turn my phones off in the morning due to my husband who has cancer doesn't rest goodWhen I called the service dept back they wouldn't even try to helpThey said I don't have an open claim although I explained what's going on so I then sent responses to your email trying to get in contact with you but was ignoredI need my dishwasher replacedI have a sick husband who has just gone through treatment and I depended on the dishwasher for sanitizingThis company does not stand behind their warranties
Regards,
*** ***

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

[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 aaccordingly.]nd 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11129980, and find that this resolution is satisfactory to me They have decided to allow me to use my extended warranty and replaced the refrigerator with a new oneThank you so much.
Regards,
Anita ***

*** Big Sandy Superstore *** * *** ** *** *** *** *** The furniture is defective ,lacks stuffing

The General Manager has contacted Ms*** and scheduled a new delivery for herShe was also extended a gift card for her trouble

Our service team was able to move up the service appointment to September 27thThe call was completed and the unit testedAccording to our service department, Ms*** was pleased

The necessary repair for Ms***s product was scheduled and completed on January 19th

[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,
*** ***

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

[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 aaccordingly.]nd 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11129980, and find that this resolution is satisfactory to me They have decided to allow me to use my extended warranty and replaced the refrigerator with a new oneThank you so much.
Regards,
Anita ***

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.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 partI dont want this case closed until we are contacted to schedule the service call and it is actually fixedThis 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,
*** ***

Per phone call from the customer:The business is resolving my complaint I picked out a new mattress and they will deliver it next week Please close my complaint as resolved.Thank you,*** ***
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,
*** ***