Big Sandy Superstore Avis 

Shane our salesman in the kenwood location was pretty good, friendly and fun. Our 1st purchase of a sofa, we thought would work for our family, but did not. Within the 3 day window of return policy, I called to let him know, and we wanted to do an exchange and go with our 2nd choice. He was good about it, said he had to check the policy, no big deal because I had done that already. We went back to the store to take care of the exchange/cost difference. We had to wait on our 2nd choice, wasn't in stock. No big deal. What my complaint is, our 1st delivery men were absolutely wonderful. Respected our home, us as a customer. The 2nd delivery guys is another story. Horrible experience. They never covered their shoes ( I have white carpet) they drug mud all over it and left stains. Not happy about that. I will have to have my carpet cleaned. I'm not writing this review to get a free carpet cleaning, I'll take care of that myself, don't want to deal with the hassle, BUT please advise your delivery people to wear shoe covers in homes. Plus the 2nd delivery guys just threw our furniture around, literally. We kept the sofa covered tightly in our garage and took pictures and videos to show it was as new as it was when it was delivered, we only sat on it 3 days. We did this just because of how sloppy the 2nd delivery guys were. So Mgr. Of kenwood, if there is anything wrong with the return.. better talk to your delivery men.

We purchased a couch a love seat A cocktail table and 2 end tables in January 2022 we bought the 5 year warranty to cover everything. They're trying to tell us the 5 year Warranty does not cover the tables, And it says right on our paperwork wood products. We also had to Wade until August 2022 to get our tables. They were 10 months late. A piece of the wood on the coffee table chipped off. And they're saying they're not going to cover it. We paid $400 for a warranty that we can't even use because they're trying to tell us. Our warranty is no good on the wood products. My recommendation to everyone is to never purchase furniture from this store. They are not true to their word they lie!

On 2/09/2022 I ordered a washer and dryer. When it was delivered on 2/15/2022 there was no dryer vent. The Deliveryman told me that they would put that on the order on would deliver it within on week. I called them today 02/15/2024 and inquired about the dryer vent. They told me that there was no notation on the order form about a dryer vent. They also told me that I would have to purchase the dryer vent separately after paying close to $2,000.00 for the washer and dryer. I asked the sales associate why wasn't I told that when I ordered the machines. She could not answer that. When I asked who I can talk to about making a complaint, she told me that she would handle that and give it to the manager. I told her to forget that, because I don't trust her to be honest. I also told them that I would never order anything from Super Sandy again.

My 65 LG TV had some panel bleed issues a service tech came out and looked at the tv after a few weeks they decided to just replace the old tv with a new one, one month later I get a bill for 536 dollars I call and an associate Starr Mullins says I was supposed to return the broken tv I put in the trash, I have never heard of having to return a broken tv, I informed her that the new receipt doesn’t say anything about the return of a broken tv to them nor was I told that in person she then says either they get the broken tv back or I need to pay the 536 for the replacement tv that I paid an extended warranty on, I informed her that I will and I have reported her to the BBB for poor business practices.

Attempted delivery for leather couch arrived with hole torn in back so I refused the damaged couch purchase made 11/10/2023 still no couch, Thanksgiving no couch Christmas no couch now they are saying February??? But already making payments due to I have the loveseat so the distribution is very slow but the furniture should not be unwrapped packed like sardines in the truck that caused the damage during deliveries

We've patiently waited 7 months for a repair on a $3500 couch we bought in Feb 2023. Today I was quoted 2-6 weeks longer for delivery. The delivery and repair has been extended 3 times now. This is now extending into 8 months for a delivery of parts and repair. This is the worst company I've dealt with as a consumer. This couch was 3 months old when it stopped working. This company has a way of not honoring or dragging out warranties so they spend little if no money after purchase on warranties. The less issues they address over 5 yrs the more money they make on that one piece of furniture. This is the most unethical company I've every dealt with in my 45 years. I told the customer service guy how upset I was but explained I know it wasn't his fault. His response was that there's nothing I can do about it and I'm just going to have to wait. UNDER ANY AND ALL CIRCUMSTANCES STAY AWAY FROM THIS UNETHICAL INTEGRITY BANKRUPT COMPANY. I promise you'll thank me later as well as the 1000's of unhappy customers. Check out the Better Business Bureau and make a complaint there as well.

Don’t waste your time or money. Spent $6000 on leather section, ottoman and recliner. Was supposed to have the recliner in 2 weeks and then told it be January, 2 months late. The ottoman, ($750), had no padding on corners and started to sag after 1 week. After complaining they finally sent someone out. He said they don’t put much padding on the corners and it is not made for sitting on. REALLY!

Been waiting for almost 3 weeks and after calling finally got repair scheduled. They could not give an approximate time just that it would be Thursday. They expect you to spend your whole day waiting on them.

Never again will I grace their door.

Unfortunately we purchased all our appliances (LG) from Big Sandy in 2018. Our dishwasher was looked at by Big Sandy repair 4 times and then I fixed it myself. Now our $3800 refrigerator has died-it literally needs all new parts at a cost of $1416.41 + tax excluding the price of the compressor -LG is covering the cost of that because they have had so many fail. Big Scumdy is absolutely horrible. I spoke with a service person today and complained that they shouldn’t be knowingly selling inferior appliances and she said……”You should have done your due diligence.”
Really???? Thankfully I live ACROSS the street from the BS Distribution Center….now EVERYONE going to pickup their purchases from BS will see the warning on my broken refrigerator sitting across the street from their entrance.

Bought a recliner sectional plus bought the 100% 5 year warranty fix anything. Broke in 6 months took 3 months to fix it funny 90 days same as cash paid it off. broke agin in about 5 months later and it’s been 6 months and still not fixed. I wouldn’t buy another thing from big sandy

Received the wrong couch now they want me to wait 2 weeks to fix the problem absolutely pissed off customer service sucked

Shady sales person, shady invoicing, shady delivery, missing, wrong, and damaged goods. Attempts to resolve were almost successful, but the final result was an unsatisfactory. Zero stars. Worst experience. Buyer beware.

We purchased a couch, end tables , recliner and kitchen table and chairs from Jacob McCarty at the Chesapeake store before Thanksgiving or soon after and this was the most pleasant experience I must say! Oh and also a computer desk that was delivered at a later date! Jacob was friendly and knew his stuff but wasn’t a bit pushy with his customer service! Thank Jacob for such a pleasant experience! You will definitely see us in the future. The delivery guys were also amazing and friendly and eager to set our furniture up for us! One even came back and set my desk up for me without hesitation! Thank you Big Sandy for your reasonable prices and quick and courteous staff in customer service and sales!
James and Cheryl Fields

Went to look for a new fridge on Tuesday 4-18-23 ended up going with a floor model fridge for 1400 plus tax and was given free delivery. Paid that same day in full and was told delivery would be Thursday. Come Wednesday we called and was told it was the following week on Thursday and we told them that we were told Thursday with no Daye so we thought it was that coming Thursday. They said they could get us in on Saturday. Come Saturday they are coming between 12 and 4. We sell our current fridge at 11 am. Delivery get there at around 2:30 on 4-22-23 but there's dents all over it. My wife called the store to find something out because when we bought it we were given paperwork that showed it was a floor model and no scratches or dents were present. Before my wife could get off the phone the delivery guys loaded up the fridge and left. The manager stated we could get our 1400 that we paid in store credit and go purchase a new one for 2000 if we didn't want the dented one and that even jf we called corporate thats all that could be done.We asked for a loaner fridge and the manager stated there was nothing they could do unless we went in and bought another fridge and took it home ourselves. The manager told my wofe that if we didn't buy a new one that nothing would be dome and no fridge will be getting delivered. That tells me they have new ones but they wanted to give us a dented beat up one when we have paperwork showing none of that was present. Now all of the food we had in our fridge will be going bad because they couldn't hold up there end of the deal and provide the fridge in the shape we paid for it to be in. I will be getting a lawyer if they do not fix the issue and I will be going after money to replace all the food that will be going bad and for the hassle of not having a fridge and also the expenses of all meals incurred to my family due to not having a fridge do to their neglect and error. They would not let us take money off for the dents if we accepted.they wouldn't give us a loaner either.

I thought value city was bad big sandys is just as bad bought a living room suit and recliner in November called them 1 day later that something was wrong with them its been 5 months and still haven't been fixed or replaced keep putting us off. Now put us off till the end of April. Going to call 6 on your side
Something I had to do on valve city was fixed within a week very disappointed O Williams

Terrible experience! Purchased a washer and dryer. Supposedly the washer was scratched but I believe the delivery person who saw they were going to have to remove the old set and take new set upstairs around L shaped steps just didn’t want to do that. Despite my telling him I was calling the store operations manager to get it corrected right then and there he took off! I was left making phone calls the entire rest of the day trying to reach management to take care of the matter. It was also very obvious the manager was avoiding my calls. By the 20th phone call and after being on hold a total of over 60 minutes I found out they were not going to deliver again that day as I had been previously told. Hours and hours of work for me and my entire schedule disrupted the day of expected delivery plus 3 additional days after that. Major mistake I made buying from Big Sandy. Nothing “super” about this store!!

We bought this from Big Sandy in Ohio and had it installed in December of 2022. Within 2 days it was broken. We contacted Big Sandy and they ordered a replacement part. The part took around 3 weeks to get in and when they came out to fix the appliance, the replacement part was broken. This was the end of January. Today, 2/28, Big Sandy was to come out and fix the part and we got a call today that the replacement part came in broken. I called and talked to the manager who scheduled our fix on March 6th, I got a call 3/3 that the part was not in and that they would not be out.
I am extremely unhappy with this appliance. We are getting replacement parts that are coming in broken, maybe they should rethink how flimsy this part is and replace it with something that wont break. I wish we never bought this appliance. I only gave it a 1 star because it wouldn't let me put no stars.

Big Sandy has very poor customer service.
Bought a dining room table off of them and it is already starting to have surface issues. Called to see if they would stand behind their product but they do not UNLESS you buy the warranty. They want to charge a pretty big service fee. Beware of buying from them.!

I purchased a bedroom set in November with an early December delivery date. Mid December no word so I contacted the salesperson. I was told they were waiting on one piece and delivery would be early January. Late January I hadn't heard anything and called. Now I'm told April and they are waiting on multiple pieces. Not only is the delay ridiculous, at no time did Big Sandy reach out to update me on the delays. Find another store.

My wife and I bought a sectional with two recliners on the ends that are remote controlled, both remotes had to be replaced and the frame has broken three times in four years, this was bought at the dublin store, Big Sandy could care less, they just want you to continue paying the $129.99 fee, and for new parts, the sectional is a lemon, absolutely no follow up from them, I am checking my options thru the attorney generals office by filing a complaint and will be checking into a class action lawsuit, i just bought A bosch dishwasher from them also, I will never buy another product from this company again, BUYER BEWARE!

Big Sandy Superstore It’s unfortunate giving a zero star review is not an option because that is what this store deserves. I do not usually leave poor reviews as I do not want to hurt another persons business but if it means helping someone else out so they do not have all the trouble we have had then it’s worth it, if you have an issue with a product this store will not help you, they will take your money and run with no care that you’re left with a broken product. Big sandy used to be our go to store when it came to making our new build house feel like a home. We spent 7k on our living room set 1 year ago and we still love it. Loved it so much we decided to go back to furnish another room in our house. This is where the headache began, We bought the Sophie Cloud Sectional with the vision this cloud sectional would be perfect for our families movie room. DO NOT BUY THIS COUCH!!! One section came ripped, one ottoman came completely broken, one section came discolored, the middle console that you can open and store items in came with no bottom piece and if you put your hand down in the hole where the bottom piece should have been you were nearly touching the ground. We called big sandy immediately to fix each issue, they sent out service men who explained the issues were not repairable and we would need all new pieces. How is it possible you spend $2500 on a couch that comes delivered to your house broken? As anyone would be we were extremely disappointed and spoke to a manager at the store named Lamont, he stated once we get our final piece delivered for the 2nd time that he will talk to us about compensation for all the trouble we have had. The final piece was delivered and I called Lamont immediately. Lamont refused to get on the phone with me every time I called after he promised some sort of compensation, very poor management. You have 3 days to ask for a full refund so I said fine if you are not going going to keep your word please refund my money and come get this yard sale quality couch and they refused of course. So then I ask for the corporate office phone number to try and get help, the lady on the phone told me they aren’t aloud to give out corporates phone number and that they would email them themselves (she lied!) a few days later I still had not heard anything so I called again and spoke to the guy who sold me the couch and he said she was not being honest and that they are aloud to give out corporates number and he finally gave it to me and said that he’s rooting for me as he himself is not a fan of this couch. I called the corporate office and they said they would help us as this situation is not right and that they would call us the following day with an update… that was 1 week ago, still no update and we have called every single day since… oh and there’s more, my husband just sat on the couch yesterday and it broke once again. SAVE YOUR TIME AND MONEY, this couch is not the one for you and your family I promise you. Save your money and go to the Amish country I wish we would’ve now we’re out $2500 for a couch that breaks every time we sit on it. The photos attached are how the couch came “brand new”