Complaints

• Initial Complaint

  03/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a rocking recliner from Big Sandy Superstore for my then unborn child to be rocked to sleep in on Jan 15, 2022. The day it was delivered to my home on Jan 19, it worked well. About 2 days later, the rocking mechanism broke and the chair is unusable. We called, because we purchased warranty on the chair, to try to get it fixed. The part to fix the chair won’t be delivered until May 31, and then we have to book an appointment for someone to come fix it, probably up in June or July. This information came straight from customer service. Since they claim that the chair CAN be fixed, they will not refund or replace my chair. This chair will be sitting in my living room taking up space for SIX MONTHS or more. All I want is a refund. They can come get the chair.

  Business response

  03/24/2022

  Dear Mediator,

   We have approved this customer for an exchange. The paperwork was sent to the store yesterday. Someone will be reaching out to the customer to make arrangements.

  Customer response

  03/24/2022

  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. 
  Thank you for the prompt response. I appreciate the company making this right  

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

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a fridge that is under warranty and being serviced by Big Sandy Service dept. They have been to the home multiple times and completed multiple repairs. They currently have a new set of parts that is not going to be available to install until next week as I’ve requested it remain the same technician for the reason being each tech has been on a different page and to quickly and efficiently repair the fridge I think it be best we leave the same technician on the work. However, my mother has special dietary needs, specifically, she cannot have much sodium, she has to be very cautious. So this has been ongoing for over a month now. My mothers blood pressure has increased and she is gaining weight. She cannot continue to go without a full sized working fridge. I have tried to work with the service department, however, on Friday 3/18/22 I inquired about a better solution aside from techs coming in and out and ordering parts and nothing working. I requested either the fridge be replaced or a loaner fridge be brought into the home, and the fridge that needs repaired can be taken to a workshop for repairs and returned upon completion. By the time someone actually responded to me, the managers were gone. However, I submitted my request at 2pm, so they had 3 hours to respond, but they left instead. I wait all weekend, being told Monday they will personally speak with the manager. I get an update today the manager is out today. There is only 1 singular manager who can help me. I suggested they get another manager at 11:37am this morning. I advised I would proceed with this complaint with BBB if no response. Almost 1 hour later and they have not even acknowledged my message.

  Business response

  03/24/2022

  Dear Mediator,

   We had a manager on vacation, There is more than one manager and I apologize that the customer was not able to reach one. The appliance manager attempted to reach the customer yesterday, the customer is currently scheduled 3/29/2022 for repair.

  Business response

  04/01/2022

  Dear Mediator,

   The appliance manager has been in touch with the customer. The warranty company is offering the customer an exchange.

  Customer response

  04/04/2022

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

• Initial Complaint

  03/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Very low quality furniture. Also employee lied to me about the durability of product and they refuse to make anything right. Toke me weeks to get a response from them about what was happening about the product just to be told they can't really do anything about the product. These marks are all over table top and chairs and paint peeling of the back of chairs.

  Business response

  03/22/2022

  **** *********

  I have attached a photo from delivery, where the table was on the porch.

  I have also attached a picture of the damage.

   

  This is not a MFG defect as this was caused by a toy car. This is not a covered repair.

   

  Business response

  04/26/2022

  Dear *********

   This table is a platinum rated product. It was presented as such in the sales process. Wood is not indestructible though and the issues this consumer is experiencing are not due to a MFG defect. This is not something that is covered under the warranty. 

  Customer response

  04/26/2022

  ****** ******** *******I tryed to ask them to return it 2 weeks after having it cause the wood is very soft.They said that it's not returnable which I think is really strange if you back the product up as being very durable.And yes that is how I got stuck in purchasing this crap table cause the guy that sold it said it was very durable and would do fine with a kid playing with toys on it and now we don't even trust eating at it cause how easy it is damagable.
  
  
  I have reviewed the response made by the business in reference to complaint I* ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  
  ****** *******
  
  

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a stackable washer and dryer on March 4th 2022. I purchased the appliance online and then immediately went to Big Sandy's superstore in Huber Heights Ohio. I then was told that I needed to purchase a dryer kit which was inclusive also of installation delivery and parts. I was finally able to finalize the delivery date of March 11th 2022. When the two delivery guys arrived at my residence I was immediately told that the appliance wouldn't fit that the space that I was asking for it to go into was too small and the plans was too large but I knew for a fact as I'd already done prior research that it would. So after measurements the appliance was brought into my home delivery guy shook his head and said that he would not be able to hook it in as there was no lip sticking out enough for him to put the hose in and that there was plaster over one of the valves and then I needed to call my maintenance man. I looked at the space I saw no plaster I saw no reason why the hose cannot be inserted but I followed directions. I asked him could he contact someone at Sandy's which reluctantly he did she was very rude told him to leave the appliance and go as he already had other customers waiting and she ultimately ended up hanging up on us. I had to ask the delivery guy to leave because he was red in the face very rude becoming irate and I felt uncomfortable. I did have my maintenance staff come over who installed the appliance and under 5 minutes they said they saw no problem with why it could not be installed by who I purchased it from but it was not. I began to contact Big Sandy's and try to get managers on the line with me or just to voice my concern I was in tears I felt discriminated against I have left feeling like my money was not good enough. I am a teacher I worked hard to save up that $1,500 and I will never purchase anything from Big Sandy superstore again or refer any of my friends or family to the store. I was excited when Sandy's came to my neighborhood.

  Business response

  04/08/2022

  Big Sandy would like to apologize for the inconvenience this may have caused.  Here is the delivery response:

  I was the one that spoke with the team, and I did try to explain to her that what the team said that I said was out of context, but she did not want to listen to me. The issue was that the cold water spigot had a cap on it. From what the team explained to me, was that they could not get the cap off because they were concerned that if they tried any harder, then it would break the spigot off. They said they have been waiting, and the customer was unable to reach the landlord. What I said was "yeah, I see you have been there for a little while." The only thing I meant by that, was I was acknowledging to them (the team) that they have given her some time to try and reach someone, so we can provide a resolution. The team took it upon themselves to say "she said I have been here too long already." The customer at this point snatched the phone from the team, and being extremely upset, understandably. I tried explaining that they took my words out of context, and that we could come back the next day if she was able to get this resolved later in the day. I did try to explain to her that we have time frames, and we were not sure how long it would take for her maintenance man to arrive. She said she was calling the emergency line, and was not able to reach anyone. 

   

  Again Big Sandy would like to apologize for the inconvenience. 

  Customer response

  04/11/2022

  Good Afternoon.

  I reviewed Big Sandy's response to my complaint and there were flat out lies in the response. I never at any point snatched or handled the delivery person's phone, he called the store on Speaker phone and after she hung up he said "why is she mad at me?' he was blown away as was I how rude I was being talked about and my complaint disregarded. I was charged an additional 100.00 for delivery and installation which I was told would be refunded which was not. I paid $1,593 for this appliance and I want a FULL REFUND. I was left in tears and felt I was being racially profiled and that I was not valued as a customer. There wasn't a CAP on the water valve and it was installed in less than 5 minutes, the guys didn't barely want to even bring it in saying it wouldn't fit, even though I knew it would I did my homework. I asked him to call Sandy's because he told me hey we're from Columbus and we've heard awful things about the store from a lot of people. It was dropped off in my kitchen. The guy was rude, got red in the face and tried to apologize before he was asked to leave for his rudeness after his Manager was even more Rude and had horrible customer service. I have referred people in my town prior to this to Big Sandy's because I liked a lot of their products. I will never walk into or visit the website anymore as I am left feeling horrible. I tried to resolve this prior to contacting BBB by calling explaining this to managers, texting back leaving a review and I was blown off. Again I hope this company can learn some Customer Service Skills, Also customer conflict resolutions skills as well. Treat customers well regardless of color I am a human I work hard as an educator and should not be treated this way. I request a full refund from this company and want this review posted for other customer's to view. Thank You.

  Business response

  05/03/2022

  Big Sandy would like to apologize for the inconvenience this may have caused. Big Sandy has agreed to return the unit and process a full refund. The return pick up date is set for Friday 5/6/22. After the unit is picked up the refund will be processed. 

   

  Again Big Sandy would like to apologize for the inconvenience. 

• Initial Complaint

  03/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ordered all new Kitchen Appliances 8/29/21 which delivered 9/3/21. Remodeled downstairs and had them installed 10/1/21. Renovations complete 10/18/21 and found that the oven did not work. Reported on 10/18/21. Big Sandy would not replace the oven but sent a repairman out on 11/23/21, over a month later. Did not repair the oven, ordered parts. Parts arrived 12/14/21 but repairman did not install until 2/2/22. These parts did not fix the issue. More parts ordered. Parts received 2/8/22. It is now march and I am still waiting for the repairman to contact me and fix our oven. This Range was $999.99 and never worked properly, I have had to leave work every time for service and go through Thanksgiving, Christmas and New Year without an oven that functions.

  Business response

  03/15/2022

  **** *********

   We apologize that our customer is not happy with their experience with our service dept. The appointments scheduled have all been scheduled a month out or longer. The scheduled dates were chosen online by the customer. We apologize for the delay in this repair and would have likely been able to move the online appointments up. With them being scheduled online, we were not aware that the customer was unhappy with the appointment dates. The MFG warranty is a repair warranty and we are contractually obligated to repair the unit once it is accepted into the customers home. There is an appointment scheduled for repair on 3/22/2022.

  10/18/21 19:14 CJ: texted rqst to online schedule
  10/19/21 7:37: schdld on-line by ******* (11/23 Tue !)

  11/22/21 17:14 NR: appmnt cncld (CCI AND NEEDS RESCHEDULED)
  11/22/21 17:15 NR: schdld for 11/30 TUE ! MM

  12/14/21 12:25 BT: texted rqst to online schedule
  12/14/21 17:06: schdld on-line by ******* ****** (2/2 Wed !)

  2/8/22 14:49 BT: chckd in a *********** (Safety valve) (HoldLoc: 50); all parts now checked in, texted rqst to online schedule
  2/9/22 8:24: schdld on-line by ******* ****** (3/22 Tue !)

  Customer response

  03/15/2022

  ****** ******** *******
  
  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 have emails and text messages back and forth with the people at Big Sandy, letting them know that the unit was brand new and should have been replaced. Once I figure out how to get and attach a screen shot from my phone, you will see... Regardless, do you think it is good business to make a customer wait 6 months for repairs on a BRAND NEW, NEVER USED unit?? 
  
  Regards,
  
  ******* ******
  

  Business response

  03/17/2022

  **** *********

   The information from *** ****** will be helpful in implementing training protocol. The responses to the online scheduling email text are not monitored. I will work on that internally. If the repair on 3/22/2022 does not resolve the issue, we will exchange the unit.

  Customer response

  03/22/2022

  ****** ******** *******
  
  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.
  
  Regards,
  
  ******* ******

  I don't believe the seller has a grasp of good business. I've tried being a nice guy but I have been inconvenienced, without an oven during the holiday season, given up my time to be at the house 2 or 3 times to have something repaired that was BRAND NEW and should have worked for the start. When something new does not work, you replace it. I had to reschedule the 3/22/22 appointment for 3/29/22 due to a medical procedure. But still, I will have to take off work and waste my time to fix a product that never worked properly to begin with. I want to know how is that fair and why should I have to jump threw hoops to get what I paid for? 

  Even if this repair fixes the issue, how does that help my inconvenience and loss of time? We had to do family Thanksgiving and Christmas in crockpots. This will be the 3rd time in 6 months I have to stop what I'm doing for something I already paid $1,000.00 for... Ridicules

   

  Business response

  03/30/2022

  **** *********

   Please see the tech notes from the visit on 3/29/2022

   

  3/29/22 9:49: JS there 3/29 TUE, 9:03 to 9:39, Installed valve, didn't work, called tech support there saying it's a gas pressure issue in there home, advised customer to call gas company to have it tested ; Job Cmpltd, snapped 1 QuickPics (via SDM)

  Customer response

  04/04/2022

  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  The service man replaced to safety valve and the oven still does not light unless you play with the burners on top of the stove. The service man contacted the manufacturer and was told that the gas pressure may be too high for the valve to release and allow the oven to lite. We have no issues with our gas furnace or our gas water heater. Also, why does the stove top light and the oven does not, shouldn't that be the same type of safety valve??  The gas pressure runs 1/3 pound-per-square-inch.

  To me, this is a defective product and should have been replaced day 1. 
  

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

  Business response

  04/05/2022

  **** *********

   We apologize that the customer is having an issue with the appliance, still. We will authorize the customer to re-select. If the issue persists with the new unit, we recommend that the gas company be contacted.

  Customer response

  04/05/2022

  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 

  Thank you and thank you to the Big Sandy Super Store for working with us to resolve this issue.
  
  Regards,
  
  ******* ******
  

• Initial Complaint

  03/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Big Sandy advertised an "Open Box" item on their website. There was no mention of damage. There were also pictures that showed no damaged. I purchased the item. A couple days later they inform me that the item is severely damaged and that they are going to issue a refund. This is unacceptable. Once purchased, this item belongs to me. If they damaged it, they need to replace it. Or, did they misrepresent the item on their website? Again, there was no damage in the pictures provided or in the description. At a minimum, they should have offered a significant discount on a similar replacement item. They offered nothing. Furthermore, they said my refund would take 3-5 days. They're keeping my money for something the damaged and won't replace.

  Business response

  03/19/2022

  Big Sandy would like to apologize for the inconvenience this may have caused. Our open box product does not specify the extent of the damage, only showing pictures of the product that beat represent the product being sold. The item the customer purchased was inspected when we requested it be sent over to ******** ******* to prepare for delivery and we were informed that it was deemed unsellable and would not be sent for delivery. We immediately contacted the customer to inform him that the item was too damaged to be sold and said that we would be issuing a full refund, being that we do not have any additional open box options for that model. As the customer states in his complaint, he felt that he owned the product once he purchased and we have no right to refund him the money. Big Sandy couldn't send this product out knowing this unit was unsellable. Big Sandy has processed the refund back to the customer. 

   

  Again Big Sandy would like to apologize for the inconvenience. 

  Customer response

  03/21/2022

  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.
  
  Regards,
  
  **** ********
  
  The pictures of the item showed no damage at all.  Furthermore, you should be selling items that haven't already been inspected and deemed appropriate for sale.  The least you could have done would have been to offer a significant discount on a similar item.  You did nothing.
  

• Initial Complaint

  03/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Big Sandy delivered and installed refrigerator, washer and dryer to my new house on 02/04. During the delivery, delivery person dinked my brand new wall oven and dirtied my wall paints with dirty gloves. On top of it, delivery person argued with me he did not dink it. Delivery was marked as successful without my signature. Delivery person did not ask for my signature and signed on my behalf on his own, which itself is horrendous. I hope Big Sandy replaces my oven door.

  Business response

  03/21/2022

  Big Sandy would like to apologize for the inconvenience this may have caused. This has been reviewed by the delivery and property damages team and they stated they are replacing the door and the customer has been notified. 

   

  Again Big Sandy would like to apologize for the inconvenience. 

  Customer response

  03/24/2022

  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. Big sandy has promised to replace the damaged door in next week.
  
  
  Regards,
  
  
  ****** **********
  
  

• Initial Complaint

  03/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Absolutely awful experience. I ordered 3 new kitchen appliances. There is already a problem with Order * ***********. The brand new dishwasher started falling apart inside after the VERY FIRST cycle. The upper rack and rail fell off, and ball bearings poured out inside the machine. Also, the over-the-range microwave was not installed properly. It is not level. Completely terrible experience. This is my first and last time buying from Big Sandy. Why oh why didn’t I pay attention to all of the one star reviews online?

  Business response

  03/04/2022

  Dear ********* 

   We received the work order request for the dishwasher on 3/2/2022. The customer is scheduled for service today 3/4/2022. I added a service order for the microwave as well.

   

  Customer response

  03/09/2022

  ****** ******** *******
  
  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 dishwasher is still not fixed.  Supposedly parts have been ordered, but as of right now it is still not in working condition and therefore that remains an unresolved issue.  
  

  As for the microwave, the seller’s technician looked at it and said that it can’t be straightened.  I reject that conclusion.  There is no reason why the microwave can’t be removed and remounted properly.  It will probably require washers to be used on the bolt heads, but I’m certain that it can be done.  Big Sandy should not be able to say that a crooked microwave is good enough.  I do not accept that.

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

  Business response

  03/09/2022

  **** *********

   The parts to complete the dishwasher repair are in and the customer is scheduled for service. The Microwave work order shows completed.

   

  Please see the technician notes

  3/4/22 12:40: HH there 3/4 FRI, 12:16 to 12:23, Sym/ not level Diag/ installed crooked.  loosened up and re aligned to be even on both sides of the cabinet everything else is working OK

  Wp/ Adjust as the bolt screwing the microwave to the cabinets slid it over so that it would be even on both sides ; Job Cmpltd (via SDM)

  Customer response

  03/09/2022

  ****** ******** *******
  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.
  
  THIS IS A D**N LIE!  THE TECHNICIAN NEVER WORKED ON THE MICROWAVE. HE NEVER FIXED IT. ATTACHED ARE PICTURES THAT I JUST NOW TOOK SHOWING HOW UNLEVEL IT IS!  I AM SO TIRED OF THIS LYING COMPANY!!!
  
  *********** ****
  

  Customer response

  03/21/2022

  These issue are still unresolved. Big Sandy sent out some installers who straightened out the microwave. So that has finally been resolved. But the dishwasher still does not work. A technician worked on the upper rack but that isn’t completely fixed either. Then we tried to run another test cycle and the machine keeps flashing a leak error. There is no water leak. But the dishwasher thinks that there is and it keeps running wash cycles. We tried to power it down per the instruction manual but that didn’t work. Then we turned off the power at the breaker as  per the instruction manual and that did not work either. After turning the power back on the machine would automatically start up the wash cycle again. The machine would not shut itself off. I finally had to unplug it from the wall to finally get it to shut down. There was no water leak on the floor. But the machine thinks that there is a leak and it just keeps running wash cycles. The dishwasher just does not work properly. Attached is a picture of the leak error message. 

  Business response

  03/22/2022

  **** *********

   *** **** has been in contact with a corporate manager and I was advised this has been resolved. The dishwasher was approved to be returned and is in process.

  Customer response

  03/28/2022

  ****** ******** *******
  
  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.
  
  

  Hello.  Big Sandy did agree to pick up the dishwasher and refund the purchase price.  They picked it up on Saturday, March 26, 2022.  The only remaining issue at this point is the refund.  The dishwasher, installation kit (which was also returned), and tax for those two items comes to $898.87.  Once that has been refunded I will be more than happy to close out this dispute.  Thank you.  

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

  Business response

  04/05/2022

  Big Sandy would like to apologize for the inconvenience this may have caused. After reviewing the customers account Big Sandy picked the dishwasher up on 3/26/22 and the refund of $898.87 was completed on 3/31/22. 

   

  Again Big Sandy would like to apologize for the inconvenience. 

  Customer response

  04/06/2022

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

• Initial Complaint

  02/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased a Washer and Dryer: They dropped it off and left it, damaged the washer, made ruts in my yard, left trash in my driveway and did not leave the stack kit, I never seen any paper work to sign like I was told,, . There was no white glove delivery, and they left my other washer and dryer which was sitting disconnected on the porch in the middle of my driveway.

  Business response

  03/11/2022

  Big Sandy would like to apologize for the inconvenience this may have caused. I have reviewed the customer's issues and reached out to the delivery department and the store and all of the customer's issues have been resolved at this time.

   

  Again Big Sandy would like to apologize for the inconvenience.

• Initial Complaint

  02/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a Samsung washer and dryer on January 16, 2018. When we purchased it we lived in Prichard WV and now we live in ******, OH. We purchased a 5 year extended warranty for $180.00 each for the appliances. We need to have the appliances serviced and now that we have moved outside of where we purchased it they said that it was Samsung's issue. I called Samsung and they said that it was a store warranty not a manufacture warranty. When I first called Big Sandy about the issue the customer service person ******* told me that we needed to be within 100 miles of a store and then the second time I called she told me 40 miles. I have talked to them 3 times about the issue to no avail. I know there is a store 85 miles from me. They told me that I could have it serviced and be reimbursed but I do not have the money up front to do that and told them that. I have asked them for a refund of the extended warranty and haven't heard anything from them since the 16th of this month. All we are aking for is for either a tech to be sent to service our appliances or the $360.00 to be refunded plus tax because they won't honour the warranty. If they aren't going to honour a warranty they should not be able to offer it.

  Business response

  02/22/2022

  Dear Mediator,

   We apologize for the experience the customer had with our service team. We have been since trying to reach the customer to clear up the information. Until today, via this BBB complaint, I did not have the address in Canton nor the (234) phone number. We were attempting to reach the customer on *************

   

  2/18/22 13:37 JB: called customer 2212/lm -customer moved out of service area- when they call back please update the address and the problem. 
  Then email VNS and advise me when we have done all of that and I will try to find a servicer to run the call
  2/21/22 14:27 J2: sent customer txt for info cc and she said i had the wrong number.

  I will contact servicers in the customer's area and attempt to see if they will bill us for service. 

   

  Also to clarify the service radius for Big Sandy Technicians. We service 50 miles from the place of purchase this can be found on the 3rd page of the purchase invoice. I will include the excerpt and a copy of the invoice.

   

   "The service area for this Service Policy is 50 miles from the place of purchase. Keep this copy and contact store of purchase before service."

*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. ↩