Complaints

• Initial Complaint

  12/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a Samsung Front Loader washer in September of 2023. I’ve already had it serviced once while under warranty and now it’s 3 months out of warranty and it’s broke down again. Big Sandy wants to charge me to send a tech to diagnose the problem and charge me. I disagree and feel this problem stems from the first one.

  Business response

  12/26/2024

  Dear Mediator,

  Big Sandy Service will offer the customer a free inspection to determine what the issue is. 

• Initial Complaint

  12/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought appliances at Big Sandy in ***** *****. The oven broke under warranty and they can't get the part and it has already been 2 months. they talked to the company and they said to replace the oven. well big sandy has none that is compatible to mine in stock or the same price. if I ordered the exact oven back it will cost me over $400 more. But they do have some for around $1800 in stock but I would not get any money back if i picked one of those. I asked since they don't have what i want in stock can i get a refund and i can find one else where in stock. so I can order on and pay $400 out of pocket and wait a month for it to come in or pick an oven half the price of what I paid and get no money back. they already recieved credit from the company so why can't they just give my money back.

  Business response

  12/17/2024

  Dear Mediator,
  
  The Manufacturer approval was for Big Sandy Superstore to exchange the oven.
  
  The oven on order is the same price as what the customer paid for the original.
  The difference in the price is due to the customer's purchase of a 5 year warranty.

  Customer response

  12/17/2024

  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

  12/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 9/11/2024 purchased two end tables from Big Sandy's Superstore in ********* ****. we have been told they havnt arrived. Yet. We were originally told to weeks to relieve items. It has been almost 3 months since then. We have talked with them numerous times but no answers. Other then we can cancel your order. We want what we paid for.

  Business response

  12/11/2024

  Dear Mediator,
  
  After inquiry, per the Manufacturer, the container transporting the end tables is supposed to be at port on 12/20. 

  It will take approximately 2 weeks for the shipment to arrive at our distribution center, and once it does, the customer pick up can be scheduled.

  A Corporate Customer Service Manager will contact the customer to further discuss the situation.

  Customer response

  12/17/2024

  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 

  Bg Sandy Supper Store new that we would not receive are merchandise in a timely manar and did not notify us one time when we would receive it. This is not acceptable we still have to wait until mid Jan to receive It. We should aleast be compensated for the delay of over 3 months. This Company should be fined for this kind of practice.They need to be taught that they have to be honest to there customers. You should not allow a business to sell a product and promise a delivery in two weeks and not produce the product till 3 months latter.with no resource or actions against them.

  
  
  
  
  
  ***** ******
  

  Business response

  01/01/2025

  Dear Mediator,

  The shipment of the end tables has arrived, and the customer's delivery is scheduled for 1/7/25.

  We apologize for any miscommunication and for the delay from the manufacturer.

  Customer response

  01/09/2025

  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

  11/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In 2020 my husband and I bought a ************ mattress from big sandy in ********** **. The mattress was lost three times and then they would not deliver the mattress to us after waiting for it to show up we went to the store to figure out what we needed to do with it being lost. All of a sudden the mattress was found and we were told that we could pick it up from the store but that it could not be delivered. Upon getting the mattress home we could not find a tag on it anywhere, we thought this was odd so we contacted the store. They told us that the tag was needed only if something happened to the mattress and we wanted it covered under warranty and if that happened to just contact the store. We had owned the bed for three when the edges of the mattress started dipping in. We called the store and they said that without the tag they couldn’t do anything for us. We were told by two different people in the store that if there was an issue we could call them and they would help us with the warranty and getting the mattress replaced. We are now 4 years into having a mattress that we were told would last at least 10-15 years and we simply cannot sleep on it anymore. We have reached out to the store on several occasions and are brushed off every single time. We have contacted other locations and they told us that we needed to contact the store that we bought the mattress from. We paid thousands for this mattress that had a warranty and not we are unable to use it because of a tag that was never on the mattress to begin with.

  Business response

  12/05/2024

  Dear Mediator, 
  We apologize that the customer is having issues, but for issues with *********** mattresses, the customer would have to call the manufacturer directly at ###-###-####.

• Initial Complaint

  11/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a couch with mechanical parts that broke within 3 days of my purchase. I contacted the store and they sent out a technician to look at it, the tech came and ordered us a part to fix the recliner. It took 2 weeks to get the part in that it needed and now I’ve been waiting for 2 weeks for them to come fix it. We’ve had them cancel on our repair date once and the rescheduled date for them to come back out was 12/12, after expressing my concerns they have moved the repair date to 12/6. So at this point I’ve had a broken couch for 6 weeks as I’m writing this. I ordered a bed with matching nightstands also. The nightstands were on back order so in order to get the nightstands to my house my options were to pick them up or to pay ANOTHER $150 delivery fee. I opted to pick them up to save the money because I feel I shouldn’t have had to pay another delivery fee. I waited almost a month to get the nightstands and when I got them home and upstairs I noticed that they are 2 different nightstands, 1 which is the right one and 1 which is wrong. Now they want ME to bring them back in to the store and pick up the right one. I feel they should come pick the wrong up and bring the right one back. This is absurd in my opinion. I am a disabled veteran that can not be moving furniture around like that. I have contacted the store several times over my concerns and the only remedy they have been able to offer is a forced apology. This issue has gone on long enough! At this point I am so disappointed with the customer service and the quality of the products that I just want a refund for the couch, nightstands and delivery fees.

  Business response

  12/11/2024

  Dear Mediator,
  
  We apologize for any delay in getting the customer taken care of., but the customer received the correct (color) nightstand on 11/26/24 and repair on the sofa was completed by the Service Department on 11/27/24.

   

• Initial Complaint

  11/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Worst customer service I’ve ever experienced. I bought a sectional for my new home on October 16th from the *********** ** location, in order to have it for Thanksgiving. It was delivered a few days later, broken in 2 places. I had also paid for a $500 warranty in on this already $3500 sectional, because I was assured it would be repaired in a timely manner if something happened. I contacted them on October 28th (when I found the damage) and was instructed to take pictures and send them. I did as instructed. They said they couldn’t get someone out to us until November 22 (3 weeks after my request). I was upset, but figured it would at least be completed by Thanksgiving. So yesterday the guy came, spent about 3 minutes taking (more) pictures and then told me it couldn’t be repaired until AFTER CHRISTMAS, which defeated the whole purpose of me buying it. We called them and they were extremely un-helpful. I will never buy anything there again.

  Business response

  12/05/2024

  Dear Mediator,

  This is resolved. Big Sandy Service completed repair on 12/5/24. 

• Initial Complaint

  10/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  (1) We were lied to about how long it would take to get the couches in, (2) We were told they would come from the *********. they came from *****! (3) when they were delivered and the 2 men left, I called them and ask them to comeback and get ONE of them because, I found a place where one of them had been (( PATCHED )). I was told to report it to the store! I did and ask at that time it be replaced or refunded ( I was given you song and dance story ) as always! This REPAIR THING has been going on now over 90 day and I now ask that they come get it and refund me the $1869.99 and or just refund me and I will have ******** pick it up THERE CHOSE !! (4) I was charged $879.99 for a ( 5 year total care protection plan, witch is now only $459. so I would like a refund of $420.99 because I was over charged. I NO LONGER WANT TO DO BUSINESS WITH THEM!! I WILL PAY MY BILL IN FULL AND CLOSE THE ACCOUNT ***** ** *********

  Business response

  11/01/2024

  Dear Mediator,

  Big Sandy Service will allow the customer to return the $1869.99 sofa and will return the extended warranty for that sofa, minus a delivery fee. ($440.00 - $60.00 delivery fee = $380.00)
  
  The total of the refund will be $2407.49. (Please see the attached Credit Memo that was written for the return.)

  Customer response

  11/13/2024

  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 did pick it up Thursday. I didn't want to call them yet because I know it takes time to get the refunds processed. According to ********* it hadn't been yet. 2407.49 should be removed from my balance on ********* within 30 billing days. 
  
  Regards,
  
  ***** **********
  

  Business response

  11/14/2024

  Dear Mediator,

  The store has submitted for the $2,407.49 refund to be sent to ********* bank. 

  The refund will be there sooner, but if the customer receives paper statements, the refund could take up to 2 billing cycles to appear on a statement, depending on what day of the month the billing statement is sent out. 

• Initial Complaint

  10/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought the remaining pieces to my bedroom suite and a dining room table and chairs they delivered 3 times and on the last delivery they went to the wrong address and refused to deliver it to me that day because they said they were behind I missed a day of overtime and it didn’t get delivered I lost 675.00 from not going to work and I didn’t get my furniture this is very unacceptable very frustrating and disappointing I will tell everyone about my experience and advise everyone to shop elsewhere this was an absolute disaster on big sandy

  Business response

  10/18/2024

  Dear Mediator,

  Big Sandy Superstore apologizes for the error.  The store tried to resolve the issue by arranging a special delivery, but the customer decided to cancel the items that were mistakenly scheduled to be delivered at the wrong address.
  
  $1,458.60 was sent back to the customer's credit card on 10/12/24 and should show as refunded in approximately 5 business days.

• Initial Complaint

  10/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Purchase apartment size washer and dryer having problems with washer. Cincinnati location sent ** ******* out. Thought item was fixed but month or so later same issue occurred called for service almost one month and a half later received a meager on my phone stating that they did not approve my repair. I called the store was told that service man said it was safety issue and did not want to return. I told agent I don’t know what he was referring to my kitchen had recently been completely redone everything is new. Requested supervisor she called me few weeks later stating they had no pictures or no further information. I requested either a return refund or a full refund of my extended warranties that I had purchased for the 6 appliances I had purchased. This was after she stated that they would not be sending anyone out to ever repair any of my appliances. I asked that a supervisor or someone come out and see the area in question. I offered to send pictures. The repair people come in my house from the side door, and enter the kitchen from a hall. It is a completely different entrance then the front door where the delivery people come in through my house.

  Business response

  10/15/2024

  Dear Mediator,

   The contracted service company would not return to the home due to the conditions. The delivery team also notated on the delivery instrument  "Driver Notes: Really dirty wouldn’t come back again
  Order Notes:". Our director of customer experience advised that we would send a technician from our location providing that we were able to get pictures of the current condition of the home. We texted the daughter requesting this information as she was the one contacting us about this situation. I have attached a picture of the message that was not responded to regarding the request.

  Business response

  11/12/2024

  Dear Mediator,

   

  We will refund the customer for the service policies they purchased on their appliances.

• Initial Complaint

  10/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  September of 2023, we purchased two "Gold" quality recliners from Big Sandy. We have purchased other items from them in the past and had issues as well. In February of 2024 one of the recliners complete broke. We are pretty average size people, and I couldn't believe for what we paid the recliner was broken to the point we couldn't use it. We contacted Big Sandy, and they had a come out to replace the mechanical part of the chair. It took us almost 3 months to get someone out. The tech replaced the parts and then broke the handle that is used to recline the chair. So, the chair wasn't able to recline for another 2 months while I waited for the handle to come in. Now a year after our original purchase the second chair has broken just the like the first. I'm completely annoyed that two brand new chairs were such poor quality that they didn't even last a year. At this point I would like a refund or a complete replacement of both chairs.

  Business response

  10/15/2024

  Dear Mediator,

   We repaired the defect on the 1st chair while it was still covered under MFG warranty. The identical chair, if having the same issues we will do a one time courtesy repair, ordering the same parts we used to repair the other chair. If there are additional issues with the chair, we can have tech advise and quote the customer for the remainder of the repair. We will request the parts for this repair once we receive the model serial tag from the chair experiencing the issue.

  Customer response

  10/15/2024

  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.  They reached out today to get the pictures and serial tag number. I will send it when I get from work. The chair is exactly the same as the other and does have the exact same issue. 
  

  Thank you for your help! 
  
  Regards,
  
  ****** *****
  

*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. ↩