Complaints

• Initial Complaint

  02/01/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We purchased a sofa up-front from Big Sandy Superstore's ******* location in mid December. We were told we would receive delivery in January, however it is now February and I have not received the couch nor a date that it would be delivered.

  Business response

  02/04/2025

  Dear Mediator,

  Please be advised that the product has arrived, and the customer's delivery is scheduled for 2/6/25.

  Customer response

  02/06/2025

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

• Initial Complaint

  01/27/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a ******* washer & dryer set from Big Sandy Superstore in ************ ** in mid to late November. Its been two months now for sure that we've had them. Out of the two months, my dryer has only work one month. Big Sandy was contacted right after it stopped working. They put a work order in. At that point, they ordered a part without sending a technician to look at it. I had to call 3 more times to get the service manager to send someone out then. On jan 13, the first tech came out. He was supposed to diagnose the problem and order the parts. So on jan 18th the second tech brought the parts the first tech ordered to assemble on the dryer. Come find out, he informed us that they had ordered the wrong parts again. So the second tech claimed he ordered the correct parts this time to fix it.On jan 24 big sandy sent a tech out again the third time. He put the two parts they had order the secind time around on the dryer. That still did not fix the issue going on. ******* had also sent a tech out on jan 23rd. They were also unsuccessful at fixing it. Now not only do i not have a working dryer, but i also have one that has been damaged with scratches and dents and dings all over it. My washing machine even has a dent in it when it should have never been messed with. Ive requested a replacement but have been denied it every step of the way in the process from both ******* & big sandy. We paid over $2,000 for the set at the time. Both companies wanna do the finger pointing game. I know theres a warranty, but at this point they havent been succesful at fixing it & ******* dont wanna replace it. Big sandy says its up to ******* to provide the replacement. Im to the point i dont want another tech period messing with my machines and attempting to fix it & damaging it even more than it has been already. Im requesting again either a REPLACEMENT or OUR MONEY BACK to go elsewhere and get a new set.

  Business response

  01/28/2025

  Dear Mediator,

  An exchange was approved and is scheduled for 1/30/25.

  Customer response

  01/28/2025

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

• Initial Complaint

  01/27/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sunday 10/13/2024, I purchased a washer and dryer from Big Sandy *********** ****.Delivery was scheduled and completed for the following Wednesday, 10/16/2024. Washer was defective. The following day I called Big Sandy and told them what had happened with the new washer. They said they would send a repair person out to check the washer. On Friday 10/18/2024 two men showed up at my house around 5 pm. Two days passed between the original installation and the second visit on Friday. There was not a water leak from the shut off valve from Wednesday to Friday evening. 10/16/24 to 10/18/24. The men who came on Friday evening asked for a bucket, and I gave them one. They moved the washer out to get to it. They unhooked the hose from the washer to the shut off valve. They let the cold water run in the bucket and discussed out loud their findings that the water was cold, and they could not figure out why the clothes would come out hot. They put everything back together. This is when they broke the shut-off valve, and the water leak occurred. They also turned the washer on and told me it was defective and needed replacement. They stated that the “struts” were bad. They called Big Sandy from my house and told them the washer needed replaced. On Saturday 10/19/2024 I noted water. I started looking around and told my son who checked the area and traced the water back to the shut off valve (cold). Water damage in the laundry room, dining room, pantry, and kitchen area. I notified Big Sandy on Monday 10/21/2024. No one called and after two more calls to the corporate office, I put a claim in with ***** **** homeowners to get the process of repair in progress. On 10/23/2024 the plumber I contacted came to my home to replace the shut off valve. He said the cold one had been broken. He charged me $235.00 of which I was not compensated. Big Sandy has refused to take responsibility and I am out $1,000 deductible as ***** **** covered the repairs minus deductible.

  Business response

  01/31/2025

  Dear Mediator,
  
  Per the delivery company, who Big Sandy Superstore contracts with, the customer can have her insurance company contact the insurance company through which the claim was denied about subrogation, using the claimant information from the denial letter or from the following.
  
  ******* claim#: *******
  
  ******* Financial Services, Inc.
  O: ###-###-####
  F: ###-###-####
  ** *** ***** ********** ** *****
  
  

• Initial Complaint

  01/24/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I went to Big Sandy in ********** ** on January 15 2025 and purchased a ****** Mattress. Included in that purchase was a Mattress, an upgraded base to an adjustable base, sheets, blanket and mattress cover. It was to be delivered to my home on January 23 2025. January 23 Big Sandy delivered all items except the base. The delivery drivers said the base was not included. I contacted Big Sandy whom said it was not included in my order. I spoke to the salesperson I bought my bed from whom lied and said that I told her I did not want a base, when we picked out a specific base. The store manager later said it was a clerical error and I had to pay $200 additional. I advised him that’s not the price that was agreed upon. He then lied and told me that I was only paying 1/2 of the cost. I told him I was told it would be free because of my veteran voucher. The people behind the desk McKenna were extremely rude with the manager

  Business response

  01/29/2025

  Dear Mediator,
  
  Please see the attached invoice that the customer signed at the time of purchase.
  
  In the comments, it explains what free items the customer was receiving and it mentions the $100 Military voucher.  The $100 was left as an open balance for the store to adjust off of the account for the customer being Military.

• Initial Complaint

  01/09/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a samsung fridgerator here less than a year ago. It is having issues with keeping temp we had to throw away a whole freezer full of food. We contacted the store and they told us theyd send us a loss check for a $150 for the food which is fine but the amount of time it takes them to issue the check is unnaccaptable. Plus they were supposed to send out a tech to look at the fridge and they scheduled that for a week out, also unnacaptable, it snowed and they said they couldnt make it out for another week deft unnacceptable considering I can get out and go anywhere I need to so they can also. We also purchased a 3 year extended warranty and they tried telling me its only a 3 year service warranty which is fraud bc I was told it was a 3 yeat extended warranty. Our fridge section is now also going out and not keeping temp. This fridge is less than a year old and needs replaced A.S.A.P.

  Business response

  01/15/2025

  Dear Mediator,

  The Service Technician inspected the refrigerator on 1/14/25.

  Parts have been ordered and are expected in the next 3-5 business days.

  Once the parts arrive, the repair will be scheduled.

   

  Customer response

  01/17/2025

  Better Business Bureau:
  
  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, reasons for rejection are included below.

  
  

  
  

  (PLEASE TYPE YOUR REASONS HERE)
  
  I advised the fridge is also going out the tech did not address this my fridge is now sitting at 42 degrees and a 200$ vile of medication  and 1000$ worth of birth control that has to stay cold are gonna be lost. They are not taking this as an urgent matter. So the parts that might fix my fridge was order he even said he doesn't even know what is wto g he's just gonna try and replace things till it works.

  This is not OK 
  Regards,
  
  ********* *******
  

  Business response

  01/23/2025

  Dear Mediator,

  The parts are available for the refrigerator repair.  

  Per customer request, the repair is scheduled for 2/4/25.

• Initial Complaint

  01/02/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have purchased a faulty chair and they refuse to speak to me about it i cant get any managers to even speak to me despite multiple efforts and messages left. I was awaiting a repair then they told me i would be eligible for a possible credit when i enquired on how the credit worked if i decided to do that i was again declined an answer and told they would send yet a 4th email for information and i never heard back again. Then i recieved a text message as unprofessional as that is that my credit was approved when in fact i never agreed to return my chair as they dont have a replacement for it id have to choose a different chair entirely that i have no idea what chair it would be. I have questions and no one will speak to me about this its been a huge hassel and very poor customer service i paid 399 plus tax for this chair and at this point just want a full cash refund including tax and i will keep my broken chair! I never want to experience this again its been incredibly stressful and disrespectful to someone who just paid over 5000 dollars for furniture here!

  Business response

  01/08/2025

  Dear Mediator,
  
  We apologize for any confusion, but the customer will be exchanging for the same recliner.
  
  Delivery is currently scheduled for 1/14/25.

• Initial Complaint

  12/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a complaint regarding ********* power reclining sofa, power reclining chair and 5 year total protection warranty purchased from Big Sandy Superstore in April 2023. On 11/25/2024, I called Big Sandy to open a work order for the sofa due to a huge gap in the seat and the power closing mechanism no longer closing completely causing a major defect. The chair wiggles side to side and leaning to one side with a defect in the power reclining footrest area. I took the soonest appointment of 12/18/24. The technician stated he could see the defect in chair with the leaning and could order a part. The technician stated the sofa was “broken down” and would continue to “break down”. He stated that is what these sofas do and it would not be able to be fixed but would see what Big Sandy wanted to do. I purchased the 5 year total protection to prevent being left with broken items. I received a text from Big Sandy on 12/20/24 stating parts had been ordered and would be delivered to my home. I called and inquired about an update on the sofa. I was told, from what she could tell, that parts were ordered. I find this strange as the technician stated the “broken down” sofa could not be fixed. On 12/30/2024, I received another text stating MFG is making the parts with an estimation of 16-22 weeks for the part alone. I responded asking to speak with a manager but have yet to receive a response. That will be 5 months with broken furniture not including the wait to schedule service once the part is made and the time already spent waiting. A reputable company should not be okay with the customer having broken furniture that is only a year old with little use and costing well over $4000 at purchase and asking them to wait over 5 months for repair in hopes that it will fix the issue. I want Big Sandy to issue me an in store credit for the sofa and chair. I will purchase another set from them and they can take these and repair them on their time and sell in their outlet store.

  Business response

  01/03/2025

  Dear Mediator,

  A Service Department Manager has spoken to the customer.

  Currently, the recliner repair is scheduled for 1/17/25, and the sofa repair will be scheduled as soon as possible.

  Customer response

  01/03/2025

  Better Business Bureau:
  
  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, reasons for rejection are included below.

  
  

  
  

  The company called today to schedule repair for recliner. I then asked for update on sofa. The lady told me it would be awhile, I asked to speak with a supervisor again. So I was finally connected to a supervisor. Who stated the sofa will be awhile for repair. I explained that the technician had stated it was not repairable! I also explained that the company is not withholding the 5 year protection plan as stated. I also stated concerns of being without furniture for over 5 months being unacceptable. I asked for the store to take the sofa and provide and in store credit. The supervisor stated she would reach out to technician and warranty department regarding concerns. She stated she would call back by Monday. So NO the company has not offered a resolution to this matter and the only reason I spoke with a supervisor is because I asked again. 
  
  
  
  Regards,
  
  ******** ***
  

  Business response

  01/15/2025

  Dear Mediator,

  The Service Supervisor has called the customer.

  The recliner repair is currently scheduled, and the sofa will be scheduled as soon as possible.

   

   

• Initial Complaint

  12/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Defective rails were delivered, were not checked before they left . We have without bedrails since 12/20. Was told today 12/27 that new correct ones have arrived but soonest delivery 12/31. Refused to deliver today. Was told i could pick them up my self at the warehouse an hour away if i wanted them today.

  Business response

  12/31/2024

  Dear Mediator, 
  We apologize that the delivery company, who Big Sandy contracts with, was unable to deliver the rails sooner.  The customer exchanged at the store, in lieu of waiting on the delivery company.

  Customer response

  01/03/2025

  Better Business Bureau:
  
  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, 

  I have not received a response from place of business.

  
  
  
  Regards,
  
  ***** ****
  

• Initial Complaint

  12/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my ***** ***** washer with a warranty from Big Sandy in ***********. I have an issue with the washer and have had to quit using it. A repairman came, said that he didn't have all the correct parts and said he would then be back today. He never came. I called the service number and was told they don't have my parts but the repairman said they would have them and had ordered them. I have been without my washer since Friday December 6th and there is no resolution in sight. I am having to use a friends appliances and am 76 years old. This is not easy for me and I would like the entire washer replaced as the repairman said I "would not like to hear what he feels is causing this issue."

  Business response

  01/01/2025

  Dear Mediator,

  Please be advised that the customer's washer repair is scheduled for 1/2/25.

  Customer response

  01/02/2025

  Better Business Bureau:
  
  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, reasons for rejection are included below.

  
  

  
  

  They called and cancelled the repair and visit stating they still do not have the parts.  I have been waiting now since December 6.  They should not offer this brand nor the service contracts if they are unable to fulfil their obligations to consumers.  
  
  
  
  Regards,
  
  **** *********
  

  Business response

  01/09/2025

  Dear Mediator,

  We apologize for any delay. The parts have been received, and the repair is currently scheduled for 1/15/25.

  Customer response

  01/09/2025

  Better Business Bureau:
  
  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, reasons for rejection are included below.

  
  

  I will update this if the washer is fixed.  I am willing to purchase another washer if we can come to some sort of fair agreement because it is creating a major harship for me to not have this in my home and working.  I was also put on a cancellation list in case I can have my washer repaired earlier than next week.  I have been without my appliance now for over one month.  

  
  
  
  Regards,
  
  **** *********
  

  Customer response

  01/17/2025

  
  [copy/paste from duplicate complaint]

  I have an ongoing complain I would like to add to. My case number is ********. My washer issue began around Thanksgiving of 2024, my first service appointment could not be scheduled until December 6. Today was the most recently scheduled appointment and again, it was cancelled because they ordered the wrong parts. I understand that I have manufacturer's warranty on my washer and could have called ***** ***** who would have dispatched a repairman and repaired my washer. However, I purchased a service contract from Big Sandy and chose to use that purchase in order for them to administer that warranty coverage for me. I am 77 years old and still without an appliance that I use daily and have little faith that they will show up to the next appointment OR fix the washer. I would like to purchase a new one and would be willing to consider a fair deal to do so.

  Business response

  01/23/2025

  Dear Mediator,

  This washer is being exchanged.

  The delivery for that exchange is scheduled for 1/28/25.

   

   

• Initial Complaint

  12/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 13th, 2024, I purchased an adjustable bed base and Mattress from Big Sandy. I went to see the DREAM CLOUD bed, but was told the package I wanted was not available in a double. After asking several questions, the very nice salesperson suggested a hybrid mattress from another manufacturer. The bed was delivered on the 20th, and I loved it, but noticed a sagging on one side. I was told to give it time to be sure it was a sag, not a defect. After a few weeks, a service call was made after I sent pictures. According to him, I had not measured right. I told him you couldn't sit on the bed without sliding off. He stated beds were not made to sit on. I don't know anyone who doesn't sit on the side of their bed to put on socks. I was told the dip wasn't 1.5 inches, therefore was not defective. By this time, you couldn't lay on that side on the bed without sliding toward the side. They said to give it 30 more days, then I could request another service call for $49. I explained to them that I had purchased a foam topper, and slept on the other side of the bed where I have no place for a lamp or clock. They also told me that hybrid mattresses weren't great on adjustable frames. Why wasn't I told that during purchase? They had management review then tell me according to manufacturer's requirements, the mattress did not meet the qualification. I told them my requirement was to lay on a bed without sliding off. I told them I would not drop the matter. The manufacturer does not do the adjustments, the store does. I think the store should recognize that despite the dip not being 1.5 inches, therefore not defective, there is something seriously wrong with a brand new mattress of any kind slanting like this. I even told them I would pay up and get a more expensive mattress. I was assured that something would be arranged, now I get the run around. It will take me the next 9 months to pay this bed off. this is a very bitter pill to swallow. Sincerely, ***** ******

  Business response

  12/27/2024

  Dear Mediator,

  Big Sandy Service has contacted the customer to advise that although there is no defect an exchange has been approved, as long as the customer is willing to upgrade and pay an additional $200 for a better mattress.  

  The customer will receive credit for the full $799.99 that was paid at purchase of the original mattress and will be responsible for paying the difference.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩