Anonymous
map-marker Germantown, Maryland

Unfilled order

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I ordered a sectional couch in Feb, and it was delivered with two pieces missing. I call every 2 weeks and I'm told every time that it will be another 2 weeks or a month. I finally called their headquarters and lodged a complaint only to be told that it might be ANOTHER month before just one piece comes in! I paid the money up front and can't get a refund or return the partial couch. I will NEVER do business with Big Sandy again!!
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User's recommendation: DO NOT PURCHASE from Big Sandy!!!

Anonymous
map-marker Coal Run Village, Kentucky

Service or lack of

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6 weeks and counting on dishwasher repair. August 16th for service date. Have they heard of service AFTER the sale?
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Eleanor F Rxt
map-marker Detroit, Michigan

Upset er incomplete order and getting run around

Incomplete order and getting runaround..I call every two weeks and have been since February to find out the status of two missing pieces to our sectional couch..its beyond ridiculous! No one can give us an answer or even bother to check with the warehouse
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Preferred solution: Deliver product or service ordered

User's recommendation: Don't buy from Big Sandy

Lynn D Fxy

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Verified Reviewer
| map-marker Coal Run Village, Kentucky

Terrible service

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Waiting for parts....I've had to call the past couple times to remind them the parts they ordered for my appliances might be there.........one of their service people stripped screws to where my dishwasher leaks...they were fixing the dispenser ... They won't fix on their dime because my bought from them warranty expired May 1....
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Pros:
  • Multi choices
Cons:
  • Bad service department

Preferred solution: Let the company propose a solution

User's recommendation: Stay away from the warranty they push onto you

Marcia D Xoi

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Verified Reviewer
| map-marker Dublin, Ohio

Terrible Customer Service

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We bought a refrigerator from the Dublin, OH Big Sandy store, and when it was delivered, we were told by text from Big Sandy to stay in another room for Covid reasons, so we didn't see everything the delivery men did. My husband -- a 74-year-old Vietnam Vet with Parkinson's disease -- signed the delivery papers, and the men left.

That's when we discovered a 17-inch-long scratch on our wood floors. Now Big Sandy says they won't fix the scratch because my husband signed the papers before we saw it. This was our first purchase from Big Sandy and it will be our last, if this is the way they treat customers.

We are sorry now that we bought the 5-year warranty because we don't want anymore of their people coming into our house and damaging it. So much for their customer service and so-called White Glove Delivery!

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Pros:
  • Friendliness of employees
  • Wide selection
Cons:
  • Bad delivery service
  • Customer service round around

Preferred solution: I would like them to fix the damage to our wood floors.

User's recommendation: Shop elsewhere

Jon D Tow

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Verified Reviewer
| map-marker Ashland, Kentucky

Complaint about service at Ashland Big Sandy Superstore Outlet...

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To whom it may concern:

On March 14th, 2021, my wife and I spent a little over $2,000 at this store. We bought merchandise from salesman Dave Smith, he informed us at the time that for our son's mattress and boxsprings it would take 2 weeks for it to be ordered.

He told us that by the 1st week of April at the latest, all of our merchandise would be delivered.

I contacted Big Sandy Superstore Outlet in Ashland on April 13th and asked to speak with the manager. Dave had sent us 2 texts in a period of two weeks but did not elaborate on what the holdup was with our order. The manager told me that she would contact the buyer and then get back to me. I gave her 48 hours to call me back, which she hasn't.

I reached out to Big Sandy Online Department and spoke with Scott, who informed me that the mattress and boxsprings we had ordered were not going to be in until May 7th.

Scott, thankfully, was able to locate another mattress and box spring for our order and we are expecting delivery on April 22nd.

The issue I have is how we were lied to and misled by Dave Smith and the store manager at Big Sandy Superstore Outlet in Ashland, KY. We have been loyal customers for the past 25 years, and this is our first bad experience.

However, I don't know if my wife and I will ever want to shop there again. We have been asked by others to recommend a furniture store, and we have had to tell others about our experience with the Ashland store and that we recommend that they look elsewhere for their furniture and appliance needs.

Sincerely,

Jon Dunham

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Cons:
  • Customer service is awful
  • Salesperson and store manager are liars
  • Salesperson and store manager offer poor customer service

Preferred solution: Let the company propose a solution

CHARLES J Mqs

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Verified Reviewer
| map-marker Paintsville, Kentucky

Acceptance Now is a rip off

Acceptance now is dragging down the Big Sandy Superstore name. Do not use this organization to finance anything from Big Sandy. That organization is a horrible financial intuition. They can't keep track of what you pay. They don't tell you about the 12% financial charge on your payment. Same as cash... not with those folks.
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Loss:
$500
Pros:
  • Great funiture
Cons:
  • Poor financail partner

Preferred solution: Full refund

User's recommendation: DON'T USE ACCEPTANCE NOW. THEY ARE GREAT AT STEALLING YOUR MONEY

Kathryn W Rii
map-marker Morgantown, West Virginia

I was dupped

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After waiting MONTHS for bedroom furniture, like most of are used to now. Friday 3/12/2021 I was told everything was in. All three pieces chest, dresser & bed. That I was ready for delivery on 3/15/2021!!! Well that day I dupped into getting Just the bed. How you might ask. I get a call just mere hours before delivery there's an issue with the dresser, it's damaged & Not Even on the truck. But wait, delivery guys arrive, unmasked, after an email that you are not allowed in room while they set up. Hey, the Chest is damaged, we're not bringing it in it has a razor knife mark across it. So I TRICKED into just getting the bed that's been in stock for 2 months..... I didn't want just the bed
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Preferred solution: Let the company propose a solution

Mark R Eyk

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Verified Reviewer
| map-marker Corbin, Kentucky

$50.00 gift card

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We have been waiting for our $50.00 gift card that was promised by our sales person and online chats. We were told 7-10 days after our purchased we would receive a gift card in the mail for $50.00 and we still have not received it in the mail. We purchased on Feb 5,2021. Thank you for your time and help.
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Preferred solution: Let the company propose a solution

James P Zeq

Very Dissatified :James Pelfrey-304-429-****

Mr. Robert VanHoose In the last year I have purchased more than $10.000.00 of home furnishings from your business in So.South Point,Ohio. On Sept/21,2020 I bought a new Whirlpool refrigerator from your store with ice maker installed. I thank you should replace this I item and give me another one because this one is defective the door will not close,the ice maker is out of order. the Whirlpool emblem is not on the door. I have called your store several times and cannot get any help. Ifyou will check my previous purchases you will see I have been a very loyal customer,if we are to continue this relationship I feel you should comply with my request ,I have sent you several customers.Acct#09210GKKM
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Preferred solution: Deliver product or service ordered

Anonymous
map-marker Hurricane, West Virginia

Used lift chair sold as new

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Big Sandy Superstore - Used lift chair sold as new
Do not purchase a lift chair from Big Sandy at Teays Valley store. Of course, by now they have probably moved the chair to another location. My 91 year old mother bought a lift chair from Big Sandy, Teays Valley, WV. Within having it in her home just a few days, it started squeaking. My mother called and they sent a service rep. to her house. He says he thinks its the springs and he will order new ones. She has had the chair about a week, and already has to have new springs! But this is not the real issue. Big Sandy sold my mother a USED chair, as if it were NEW.! My mother stuck her hand down in the side of the chair between the cushion and the side, and felt something. She then pulled out some papers which have another ladys name and insurance info on them!! Keep in mind it had been about 2-3 weeks since she purchased the chair so we were concerned about their 3 day return policy. My husband and I went to this store and told them we wanted to return a USED lift chair that they had sold to my mother-in-law as new! We showed them the receipt! The lady looked at her computer screen, and the next words out of her mouth were, how soon can you have the chair back to the store? We told her about an hour, went and got the chair and retd it to them. We received a receipt showing the credit for the chair and was told it would take about a week to 10 days for her to get a check. The only reason we went and got the chair and retd it, is because the chair was picked up to save my mom the delivery charge. She got her check, even tho it took longer than the time frame they said. We believe the BIG Sandy employee saw something on the computer screen that proved our point, otherwise, we believe they would have fought us on the 3 day return period issue. We figure what happened is that the chair was sold to the lady whose papers were found by my mom in the chair. For whatever reason, it was retd, and resold as NEW to my mother. She very well could have been exposed to COVID-19 with this chair being in someone elses home. My biggest regret is that the papers my mom found were thrown away before I became aware of the situation!!
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Vicki L Fhj

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Verified Reviewer
| map-marker Scioto, Ohio

No stove

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I have been waiting on my stove for 2 months, they said it is at whirlpool and I will probably get it the middle of this month, I wish I had gone somewhere else, I would of had a stove by now, they blame everything on covid, get over the blame game already, won't shop there again
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Cons:
  • Wait way too long for products

Preferred solution: Let the company propose a solution

User's recommendation: Buy your appliances elsewhere

Beverley F Irx

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Verified Reviewer
| map-marker Hurricane, West Virginia

Used lift chair sold as new

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Do not purchase a lift chair from Big Sandy at Teays Valley store. Of course, by now they have probably moved the chair to another location.

My 91 year old mother bought a lift chair from Big Sandy, Teays Valley, WV.

Within having it in her home just a few days, it started squeaking. My mother called and they sent a service rep. to her house. He says he thinks its the springs and he will order new ones.

She has had the chair about a week, and already has to have new springs! But this is not the real issue. Big Sandy sold my mother a USED chair, as if it were NEW.! My mother stuck her hand down in the side of the chair between the cushion and the side, and felt something.

She then pulled out some papers which have another ladys name and insurance info on them!!

Keep in mind it had been about 2-3 weeks since she purchased the chair so we were concerned about their 3 day return policy.

My husband and I went to this store and told them we wanted to return a USED lift chair that they had sold to my mother-in-law as new! We showed them the receipt! The lady looked at her computer screen, and the next words out of her mouth were, how soon can you have the chair back to the store? We told her about an hour, went and got the chair and retd it to them.

We received a receipt showing the credit for the chair and was told it would take about a week to 10 days for her to get a check. The only reason we went and got the chair and retd it, is because the chair was picked up to save my mom the delivery charge. She got her check, even tho it took longer than the time frame they said.

We believe the BIG Sandy employee saw something on the computer screen that proved our point, otherwise, we believe they would have fought us on the 3 day return period issue.

We figure what happened is that the chair was sold to the lady whose papers were found by my mom in the chair.

For whatever reason, it was retd, and resold as NEW to my mother. She very well could have been exposed to COVID-19 with this chair being in someone elses home.

My biggest regret is that the papers my mom found were thrown away before I became aware of the situation!!

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Cons:
  • Poor customer service
  • Sells used furniture as new
  • Defective furniture

Preferred solution: Apology

okey a

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Verified Reviewer
| map-marker Heath, Ohio

Poor quality recliner

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recliner repaired two times,broke again.
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Cons:
  • Defective furniture

Preferred solution: Full refund

User's recommendation: check costumsr service

Amy W Ejw

Repair Service on Dishwasher

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We have been dealing with our dishwasher leaking since the first work order that I put in on August 20, 2020. A tech came out and said it was one thing, then it took 2 weeks for them to come back with the part. Once they installed, 2 days later it began to leak again. Once again I had to contact service department, was on hold for almost an hour, then transferred to scheduling and then scheduled. A new tech came out and said what the original one diagnosed it as was incorrect, this was on September 17. We have heard nothing, so I reached out today to find out the part is in and of course no one has called us. All the time, i have had to put a bowl under my dishwasher to use so that it does not leak all over my floor. Your service is absolutely unacceptable with long wait times on the phone, then having to be transferred to scheduling and waiting again. I have had to follow up twice to see if the part is in. I would not recommend anyone to purchase the service warranty from Big Sandy's as it is a pain to deal with the people and get anything taken care of. I will NEVER buy another appliance from Big Sandy.
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Cons:
  • Terrible service for repairs

Preferred solution: Let the company propose a solution

User's recommendation: ABSOLUTELY NOT