Complaints

This profile includes complaints for Big Sandy Superstore's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Big Sandy Superstore has 46 locations, listed below.

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  Big Sandy Superstore

  8375 Gallia Pike Franklin Furnace, OH 45629-8989

  
• 

  Big Sandy Superstore

  330 Southridge Blvd South Charleston, WV 25309

  
• 

  Big Sandy Superstore

  1404 N Bridge St Chillicothe, OH 45601

  
• 

  Big Sandy Superstore

  771 S 30th St Heath, OH 43056

  
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  Big Sandy Superstore Dayton

  2400 Miamisburg Centerville Rd. Dayton, OH 45459

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/21/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a couch on 2/16/25 and at the time of purchase Steven told me the item could be held for up to 3 months, which was perfect due to renovations needing to be finished. After one month of the item being held, I was surprised when I was told this was a close out item and it isn’t available any longer. After asking why it was not available I was told it was either damaged, or lost. They don’t know. This was extremely disheartening after spending time and money for the right sofa and being informed it could be held for an extended amount of time. If I was told up front the item could not be held, I never would have made this purchase. Blaine informed me I could pick a different item and he would send me pictures of comparable items. It’s been a week and he still has not sent them, even after asking for him for the pictures. He also said he would have the GM contact me the following day. 0 calls have been received from them. This is one of the worst experiences I have had with a store and their customer service.

  Business Response

  Date: 04/22/2025

  Dear Mediator,

  On 4/21/25, the customer called the store and asked that his invoice be voided.

  Once the refund had been processed, the store made the customer aware.

• Initial Complaint

  Date:04/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a ******* washing machine off Big Sandy super store in ********* **. In February 2024 and this is the 5th time the machine has torn up. I call the store and they said since it was now out of warranty they and to get with someone about coming and look at it but I want a new one since this one seems to be defective since it been worked on so much.

  Business Response

  Date: 04/16/2025

  Dear Mediator,
  There is an extended warranty on the washer, and a work order has been opened.
  
  Since this is a repair warranty, we have to proceed with scheduling for a technician to go out.  A text was sent to the customer on 4/14/25 to advise that the work order was ready to schedule, but the customer can call ###-###-#### if that is preferred.

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mom bought a new dishwasher. She paid for delivery, taking her old one out, installation of the new one, and haul away of her old one. The first problem was there were two guys who came and tried asking her where she wanted the new one "dropped". They did not speak English very well at all. They couldn't understand her and she couldn't understand them. She told them that she paid for install. They asked for her paperwork. Once they saw what she had paid for, they proceeded to take her old one out and install the new one. The one guy was under her sink and the pipe had some lime buildup. He told my mom that the pipes were bad and it couldn't be hooked up. She needed new pipes. Once again, the language barrier was so bad, my mom didn't understand. He was touching the pipe telling her over and over that it was "bad. no good. won't work." As he was doing that, the buildup crumbled right off. He then said "oh, it's okay." They installed it and were ready to leave. My mom asked them to start it to make sure it worked. Not only did they not turn the water valve back on, it was leaking under her sink. There was so much hose between the dishwaher and under her sink that it took up the majority of her space under the sink. He didn't take the manual out of the unit when he started it, and it is in the space crooked. They left quick before she could even see if it worked. It was obvious that they didn't want to do the install and they didn't know what they were doing. She kept getting an error and water just sat in the bottom of the unit. She called Big Sandy and told them she needed someone to come out and fix the error message, the water problem and the hose issue. It also was put in crooked. A work order was supposed to be made and she was to receive a call. No call. No work order was placed. She has gone round and round with this and CANNOT get a call or an appt. She paid $814.82 for something she can't use and can get NO HELP.

  Business Response

  Date: 04/11/2025

  Dear Mediator,

  Please be advised that a Work Order was opened on 3/29/25.  

  However, before a Service department technician was scheduled, a 2nd delivery team went to check the installation on 4/5/25, as it was their responsibility to correct any installation errors.
  
  The dishwasher was returned on 4/11/25.

• Initial Complaint

  Date:04/08/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  11/11/2024 was the purchase Date 1,653.59 was the price. Description* ***** *** **** **** *** ******. with total care plus. I asked for a users manual the chair is electric heat & massage. They refuse to give me a manual for said chair.

  Business Response

  Date: 04/11/2025

  Dear Mediator,
  Attached is information for the customer pertaining to his ********* zero gravity recliner.
  
  Please be advised, however, that ************* does not have a users manual available to print.

• Initial Complaint

  Date:04/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought appliance from big sandy 3 years ago with a 5 years warranty for these appliances. On 3/17/25, I contacted this company because my fridge was not working and all my food was bad. I was promised to allow 72 hours for someone to reach back to me. On 3/19/25, I had an appointment schedule for 3/20/25 was occurred and was told to clear the freezer for the fridge to work after 3 days (it never did). I reach back to bid sandy and get schedule again for an appointment on 3/26/25; was told parts were needed at this time. Next appointment after parts arrived was on 4/3/25 that was re-schedule to 4/5/25 and then 4/11/25. I am not sure what I need to do to provide a fridge to feed my family. This is cruel and unusual punishment. The reason for a warranty is to guaranty a working fridge at all times. Big Sandy has failed to fulfilled it's end of the agreement at this point. My family needs some temporal storage from Big Sandy or some arrangement for food. We can not continue to have no basis needs with a warranty.

  Business Response

  Date: 04/11/2025

  Dear Mediator,

  Repair was completed on 4/10/25.

• Initial Complaint

  Date:04/03/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We set up for a furniture delivery and requested an afternoon delivery due to work constraints. The person scheduling refused to note this stating that there was no way to guarantee this. I pointed out that if they show up in the morning, no one would be home. His response was that I should take a day off work (which would be without pay) in order to sit at home all day to wait for delivery. Of course they assigned us a morning time slot out of spite. I attempted to call the delivery department and no one answers. After eventually getting shuffled around spoke with Kimberly a cooperate customer service supervisor who was going to speak with the delivery center and call me back. As expected she never called back and our delivery has not been changed. I have opted to purchase an item from them and give them my money. The least they could do would be to work with me for delivery. Them assigning a 4 hour window (which is also ridiculous this day in age) with no regard for their customers’ time and situations shows how little this company cares about their customers.

  Business Response

  Date: 04/04/2025

  Dear Mediator,

   

  The customer's request was noted and delivery had reassigned on a different truck/route to accommodate his demand for afternoon delivery. 
  
  
  He was alerted via delivery chatbot 3 times yesterday.

   

  The chat shows the phone was answered at 1:02pm and he knew it would be the afternoon.

  Please see attachment

• Initial Complaint

  Date:04/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase of front load washer 11/24, we were informed that our washer is vibrating badly. We had no idea it should not vibrate as much. Called Big Sandy they responded by sending a technician out, technician stated washer needed to be completely rebuilt from the drums out. We fought at first…they claimed ** warranty states they can repair…we needed a washer so we agreed to the rebuild. He was to send the parts by a certain date, service tech arrived all parts were not present technician left without repairing. Called Big Sandy complained again that the unit should be replaced now not only because of the serious nature of the repair. They called and said they have to repair the unit…I asked who was going to cover a 3rd day of work being missed, they have no answer and sug**sted I take this up with **. Called **, they have no history of the issue…sounds like we are **tting the run around for a very poorly built unit. All we want is a new unit nothing more nothing less.

  Business Response

  Date: 04/03/2025

  Dear Mediator,

   We contacted **. ** shipped the parts directly to the customer in lieu of a return authorization. The MFG warranty is a repair warranty and without the MFG approval we are obligated to repair the product.

  This is the message that we sent the customer after they confirmed they had the parts but refused to allow us to service the product.

  04/01/2025 (02:57:33 PM) - JB**** -> TEXTED CUSTOMER
  HELLO SHOEMAKER FAMILY. I UNDERSTAND THERE IS AN ISSUE WITH YOUR ** LAUNDRY APPLIANCE. WE CONTACTED THE MFG AND REQUESTED A RETURN AUTHORIZATION. THE MFG DECLINED. THE MFG ADVISED THAT THE PARTS WERE ALREADY SENT TO YOUR HOME AND FOR US TO CONTINUE WITH REPAIR. A MGR FROM OUR SERVICE DEPT CONTACTED YOU TO ADVISE AND SCHEDULE WHICH WAS REFUSED. PLEASE REACH OUT TO ** DIRECTLY CONCERNING THIS MATTER. THE CUSTOMER SERVICE NUMBER FOR ** IS  ###-###-#### THERE IS A POSSIBILITY THAT THE MFG WILL OFFER A CONSUMER MORE OPTIONS THAN THEY PROVIDE A SERVICE COMPANY.  IF YOU WOULD LIKE TO CONTINUE ON WITH REPAIR PLEASE CALL US BACK AND WE WOULD BE GLAD TO SCHEDULE AN APPOINTMENT FOR YOU.

• Initial Complaint

  Date:03/31/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a washer and dryer set from Big Sandy Superstore on 3/18/25, it was out of stock and delivered on 3/28/25. It was not hooked up by the delivery person, so I hooked it up on Saturday myself. Neither the washer or dryer work. I contacted the store and was told that since I ordered it online that I would have to call customer service this morning. I then received a text from someone at the store about exchanging the set for something else and it didn't seem to be an issue. Today I get a text message from the company that they need the serial number and model number of the washer and dryer I bought from them so that they can have someone come out and repair them. I told them I talked to someone yesterday about exchanging it for a different set of a different brand and that it didn't seem to be an issue and that's when I was told that she would send it to a manager and someone would call me. I called the customer service department and was told the salesperson would call me back. I sent another text to the number that has been communicating with me and was told a manager would be in touch in 48-72 hours. Meanwhile I have a washer and dryer that I can't use, and I am not getting any info from the store to resolve this.

  Business Response

  Date: 04/03/2025

  Dear Mediator-

  Our records indicate that the store resolved this issue for the customer.

  Customer Answer

  Date: 04/03/2025

  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.

  
  There has been an offer made for resolution but it has NOT been resolved. I still have the non functioning appliances in my basement, I am currently awaiting a delivery of a working replacement. 
  

  
  

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

  Customer Answer

  Date: 04/09/2025

  I did receive a replacement. The washer works great. Unfortunately instead of an electric dryer I was sent a gas dryer so I am again waiting on a replacement.

  Business Response

  Date: 04/16/2025

  Dear Mediator,

  This is resolved. 

  The washer was exchanged on 4/5/25, and the dryer was exchanged on 4/9/25.

  Customer Answer

  Date: 04/16/2025

  Better Business Bureau:

  
  After many mistakes made by the company the management of the ******* **** store went above and beyond to make the mistakes right. The management for the online system was absolutely no help and repeatedly ignored my calls and texts to correct the issue, and it took me leaving a bad review and filing a complaint with the BBB for the problem to be addressed.

  
  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

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ******* refrigerator at the end of January 2025. The first service call was early February 2025. There have been two more service calls without resolution of the service issues. Each service call requires extensive waiting time of 4-5 hours and the customer does not find out until the night before whether you are scheduled for the morning or afternoon. A fourth service call is tentatively scheduled but there is no guarantee all refrigerator problems will be resolved with a fourth service call. I am absolutely exhausted trying to get this resolved on my own. The sales people at the store really don’t care despite the fact that I purchased FOUR ******* appliances for my kitchen remodel in late January 2025. The store manager thinks I just need to be patient and keep scheduling more and more repair appointments. The service manager is trying to be helpful. I just want the new refrigerator I purchased to either be repaired properly in a timely fashion without wasting my time any further OR to be sold a refrigerator that does not have all these issues they seem to be unable to repair. I also want paper copies of my sales paperwork with appliance ID numbers without having to drive 50 miles to the store and back. I also do not have any repair paperwork. The sales people require me to come to the store in person to get paper copies. Apparently they have no postage stamps. BSS, Please treat your customers better. The only person who has spoken to me kindly has been John Martin, the service manager.

  Business Response

  Date: 03/28/2025

  Dear Mediator,

  An exchange was approved for the customer and is scheduled for 4/4/25. 
  
  The store will provide the customer with copies of the invoices.

• Initial Complaint

  Date:03/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a ** washer and dryer set from Big Sandy had issues with the dryer not drying it needed a new board and drum but the parts where on back order so they sent me a new ** dryer. The dryer has had the same issues as the old one since I received it and the washer will not spin the water out of the clothes. Big Sandy will not help I cannot get anyone to call me back now I can’t use the set and I have a big family. I just want a refund so I get something different other than **.

  Business Response

  Date: 03/18/2025

  Dear Mediator,

  A work order for the washer was opened on 3/10/25.
  
  If the customer would allow repair on the washer, we would also open a new work order on the dryer and inspect both at the same time.